Pioneer Family Pools

This company is happy to take your money but their follow up customer service is non-existent. You can leave messages, send emails etc but there is rarely a response. We have had pools and had them serviced only by Pioneer for the last 30 years. The service in Oakville is outstanding. Burlington service is at best indifferent. This will be our last pool from Pioneer!

we had our pool done about 2 weeks ago and im so happy with the experience that I care to share. chris and his crew have done an awesome job on our pool installation and we couldn’t be more happy with the outcome. So pleased with how the guys worked and made it stress free for us. We will be recommending pioneer pools to many friends and family!

Beginning in the fall 2016 through to June 10, 2017 nothing but miscommunication between departments and horrible customer service. I am left with a new liner full of wrinkles and pits on the bottom and with a seam directly down the middle clearly showing off two different shades of blue. End result is horrible.

Adam / Service

We can't say enough about how helpful you have been throughout this entire process. Doing a major renovation is not easy but you have made it seem simple. No question was too small. You were always willing to help us and so knowledgeable. You made everything so easy. The service department was amazing everyone you sent out was polite kind and on time once again Thank you for the great job

Our experience from beginning to end was impeccable thanks to David Hrycyna from the Brampton location. He explained everything thoroughly and made us feel comfortable as if we were family. No question was a silly question. He was very patient and offered to come to our home if need be or told us we could call any time. We would definitely recommend David and Pioneer Pools to family, friends and anybody looking for a pool. They also have tons of options to choose from. Thanks again,

The Krentens

Was very happy about our experience with the in ground install in Oct 2015 -sales and install team were superb this is the third pool in the family from the Oakville team and we happily recommended them to friends and neighbors.
The issue started when after paying them to open the pool this year and upon our first attempt a week later to turn on the heater I got an error msg. I called service and after some back and forth I spoke to Matt (professional) and he gave me some protocols to follow to ensure that it was not a simple fix...followed these and called back but could not get a hold of him, left a msg but I did not get a call back.
The next day I called again and spoke to another rep who put me through the same protocol and this time asked about the water level….in short I needed to add an inch, so away I went again and once I called back once complete I again got no answer. Travelling for work I pick this story back up on the Friday when I am back and call again...I again get Matt who walks me through the protocol and says we need to send this to the warranty dept who will call me and set up a service...silly me I assumed that this would be the same day.
Saturday I called back and got a young lady on the phone who I gave a quick rundown of events and simply asked to see if she could find out some info on when I could expect a call. This is when things went sideways. I was informed that as another rep emailed warranty the reply would be in their inbox and that they were off and will be back tomorrow so I should call back then or leave a msg. Now getting frustrated and feeling like I am getting the run around or frankly dealing with a totally incompetent people I asked if she could call them and look into it for me I was told no that it does not work like that after some back and forth I asked to speak to a supervisor. This is when I got the pleasure of speaking to Marcel.
I expressed my frustrations with him about the week of back and forth and my surprise that a simple inquiry of when I could expect a call or resolution was such an issue. After getting the same answers I once again said I was very disappointed in the service and this is where I was told to be "realistic here" and that they have "other customers" to deal with and that it's busy and peak season so I need to take that into consideration (remember asking for an expected call back time is not a huge undertaking) After a few more minutes of dealing with his arrogance I once again asked to speak to someone at warranty and I will handle myself as he was more concerned about spewing bravado than being helpful...anyway called the provided head office number and got no answer or VM
FYI my neighbor who I refereed Pioneer to but they went with another company had a similar issue with their heater late last year - they had a person out the next day and fixed with no issues expense or follow up.

We had an incredible experience. Jeremy helped us through the whole design process. Gave us recommendations on gas and electrical guys to use and landscape guys. Everyone we used from start to finish were amazing, professional, clean, and very helpful. We LOVE our pool and it was worth EVERY penny. We have our backyard oasis we dreamed of. Pioneer Pools is a very well run, well oiled machine. Everyone has a job to do and we didn't have to call or follow up on anything! Would recommend them to anyone!!! :)

We also got our patio furniture through Pioneer. Adreanna was absolutely amazing and easy to work with. She was incredibly helpful, friendly, and warm hearted. Helped me make my choices and provided great help when needed.

Thank you for making our dreams come true

I called Pioneer last year about a leak in my pool (installed by them 4 years ago). Because it was out of warrantee, they quoted me $500 cash to repair holes in the liner. They drained the pool and patched several small holes in the liner.
After their service the pool continued to leak. I called them 5 or 6 times, sent 5 or 6 emails and visited the store twice about the issue. The service department kept referring me to the installation department and they never responded to my numerous requests.

Pool is still leaking and I have NEVER received a phone call or response email.

bad experience . I called this company for first time this year,In 20 years of pool openings never had such bad service. all garbage inside the pool . bad all around.

Worst pool opening we have ever had. Service was sloppy and crew was rude. We had identifed six different issues with no follow up. The service manager at Oakiville did not respond or addresss our issues. I would not use this company for any pool service.