Pioneer Family Pools

I don't know how this company stays in business. Communication is not one of their biggest assets.
I have been dealing with Pioneer Pools Newmarket for 2 seasons, but never again. When i was preparing to close my pool, winter of 2016 i was in the market for a new winter pool cover. This was my first encounter with Pioneer Pools and after some discussion I was upsold to a Lock in Style winter cover mainly because the design of my pool allowed for this cover type. It was a cleaner look, with no more water bags to deal with. This cover is custom made and I was required to pay a non refundable deposit to have a technician come and take measurements. The cover would take 4 weeks to make. You wait and wait, call the store, never get an answer not a message returned. Several visits to the store, with the assurance someone would get in touch with me. Finally pool closing comes 8 weeks later than scheduled. I do have pool lights that the company was well aware of, only to be told on the day of closing that they don't handle pool lights, but in my case they would make a concession.
All done, technicians leaving and i note that the custom winter cover is ill fitting. Too big! Im assured it will improve with time. Its going to shrink? Nonetheless I am told enough time has been spent, see you in the spring.
Pool opening this year, a couple of minor glitches, mostly due to the installation of my pool lights. They did have a difficult time, why Im not sure, it is fairly straight forward. I did note during the summer operation that the pool appeared to be losing water, but with all the rain and the various time consuming test I was asked to perform, it was never actually determined if the pool was indeed losing water. Time to close the pool September 21, 2017. To ensure a quicker opening next year, instructions were left on how to remove the pool lights, and prepare the conduits for winter.
First thing i noticed when i came home, the pool winter cover was all asque. It was a custom cover and should fit squarely on the pool. The pool lights were not removed as per the instructions left and the electrical panel had a pair of wire ripped from it and left dangling. The gas valve was left open at the source leaving the line to the heater pressurized.
I went to the store and for the first time encountered George! I explained to him my concerns, and he insisted the cover was fine. It was not until I told him it was a custom made cover for the pool sold to me by this store, that he was prepared to take action. Someone came over and the cover was put on the pool correctly the second time It is still too big and it is necessary to fold a portion of the cover over to make it fit.

Four days after the pool was closed, it was evident the pool was losing water because winter cover was dropping into the pool. Eleven phone calls to the store, never an answer and never a left message returned. Finally i went personally to the store to report my findings. George , assured me someone would be out to look and fix the problem. It is now October 10th and the only thing accomplished is the winter cover peeled back to reveal that the water level had dropped to 2 inches of water in the shallow end.
Numerous attempts to reach the store by phone, some useless conversation with the store owner (he knows a guy who knows a guy who can fix this) and later even myself at the insistence of the store owner went into the pool in an effort to attempt to locate the source of the leak.
Im at my wits end. My relationship with Pioneer Family Pools Newmarket
has come to an end.

Bryn on the sales side coupled with Chris and Mike on the install team were absolutely fabulous with strict attention to detail.
Very friendly and engaging team that should be considered for any new Pool install

ANY star is WAY too GENEROUS! This monstrosity of a corporation sent a child to measure my pool which has a deep end, and sent me a pool liner that has one depth! The depth of my shallow end! We brought this miscalculation to these monsters to which they responded with "IT'LL STRETCH!" Stretch and make another hole if you ask anyone who understands that surface areas do not retract simply because your cover does not fit. They said, "If you pay us another $800 we bet we will get it on for you." Wow, your pitch to how to fix this problem you created is to try and get us to throw more money at you, as if you think we can trust you again. They cannot admit to their mistake and I have never dealt with such an unethical, rude and overall disgusting company in my life. "HE WAS CERTIFIED, " they said. Well, certified people make mistakes you know, we are all human. Take your hard earned money else where it is clear that their values have changed. Don't let them take a grand out of your pocket and leave your pool looking like Satan's bath tub!

I cannot say enough awesome things about Pioneer. Bryn Evans was our sales guy and his communications and project management were exceptional. Chris and Mike and all the pioneer guys in our back yard were punctual and so polite. Each one of them were so knowledge. We had a 25 x 15 pool installed. The whole installation went off as planned on time and as per our expectations- I would highly recommend- Bryn and Pioneer Pools Oakville- photos below without landscaping - that will follow

Chris was AMAZING to deal with, ANYTIME i had a question / problem he was quick to respond and resolve it...
1 = we had many obstacles to overcome with the city and bylaws to replace an existing pool, I had spent a day at City Hall trying to get it approved which didn't go well in the end
Chris asked if he could help and was able to take care of with a bit of effort, without his help I wouldn't have been able to proceed
2= Construction
Awesome guys, when they were polite and great to deal with
I needed to have the waterfall line that was concreted in relocated....was expecting to have to pay they moved it the next day with no charge
-my landscaping company (Burloak Landscaping) had many issues repairing the forever leaking waterfall, and eventually said it was Pioneer Pools fauly because of the hook up ((Even though I knew Pioneer Pools did not hook it up, I was there when Burloak did it) I called Chris and with no hesitation said he'd fix it anyway and sent his guys out the NEXT DAY!!

Since completion 2 of our friends have used pioneer pools, and 2 are consulting and have all shared the same feelings / experience and have been overly impressed

MAY 2016 had a sales person come out to our house measure and give estimate of replacement liner and plastic covers for existing coping. Sounded good, reputable company so we proceeded to go into the store pay for everything upfront and pick liner patter and coping colour. Liner then wasn't installed until October 5-6 months later- which whatever they're busy we were annoyed but not in a huge rush. The most frustrating part was the lack of not knowing. NO COMMUNICATION at all. Ok so liner day - 2 kids show up from Burlington a 2 hour drive to us- forget to bring enough vacuums to suck the liner- back to Burlington they go meanwhile liner is clipped in roasting in the sun. next day they are back- turn vacuums on and leave ask me to shut them off when I think its pulled tight enough. - ok? next day different crew shows up. cuts out jet holes jets are sitting right on the patio beside they pool didn't bother to screw them on for me. Meanwhile I"m calling and frantically trying to organize water trucks not knowing who is coming or going or when or how far to fill. absolutely no guidance whatsoever. so at this point the pool is full liner looks good, how far should we fill? not sure so googled it. have never had a pool before so the initial start up seemed intimidating I didn't want to break the pump or hurt anything to I call back? are you guys coming back and when? 3 days later I get a call back everything there is complete no one coming back. ok? I have no sign of coping that I paid for 6 months ago and I have no idea what I'm doing. Lady says for $360.00 more they will send someone to do a walk through orientation and teach me about my pool. At this point I'm scared to spend more money because everything seems to be going wrong so far. So I said no and my local chemical guy came and showed me everything I needed to know. Ok so pools running seems good.. November comes.. no call backs no coping.. Hire new company to winterize the pool and fit a new cover because I definitely don't trust these guys.. All winter send e-mails and call thinking best to get them at their slow season before it gets busy... never a call back or e-mail! Spring 2017- Edgil opens our pool and I reminded or the missing coping paid for a year ago. I drive to Brantford to force answers out of someone to be met with the same answers!!!! we are just sales. you have to deal with the service department out of Burlington.- 2 hours away and in my eyes Brantfod is where I paid for everything why should I have to go anywhere but there?? So I left with a number and a promise of a call back! NOTHING!!!!!! I have spent everyday for the last 4 months calling and e-mailing and I finally got a response yesterday.... I was told to e-mail a picture of the invoice so I did. next day I get an e-mail saying whoever came out to measure and quote made a mistake and you only paid for corner pieces of your coping not the entire circumference.... ARE YOU KIDDING ME they guy measured twice and gave us colour choices, the invoice says coping NOT corners for coping?? So her suggestion after all this frustration and patience and pulling my hair out - if I just pay another 2,000.00 they will come finish it.. or they will 3 hours take the corner pieces they put on and refund me what I paid for it a year and a half ago!!! I didn't even know they put new corner pieces on to be honest they looked worse than the old ones that were there. they didn't fit properly and there were sharp edges sticking out an inch past the cover. I was so upset that this was my only two options I said I needed to think about it. Today I get home from work- they let themselves through my gated backyard- and removed the covers from the four corners and now I'm left with very sharp very dangerous exposed metal corners and that's that!!!!!! I want my old covers back at the very least and as of this evening no money put back on my credit card either - will be awfully surprised if they do!!honestly do not deal with these people. We are heart broken- first house and first pool and it was a horrible horrible experience

Installed an inground pool in 2016 with Pioneer Pools. Dealt with Mike at Oakville location and he was amazing. The team they used for our inground pool worked well together.

I May 2017 we had Pioneer pools replace our pool liner.
because I was concerned over the noisy vacuum fan I turned it off before the water level was at the appropriate level, causing issue with the liner not properly setting in place, my fault totally admit it.
Pioneer has now come out 3x and I'm waiting for a 4x as they have not been able to remove the wrinkles on the bottom of the pool after draining and refilling sx.
Have called and left a message for the Service Manager and he has not returned my call. terrible service!!!