Pioneer Family Pools

I read the reviews below and was shocked to see that they were not so great. I am not concerned though because I experienced excellent service with Pioneer Oakville this year. Maybe they have really turned themselves around. I would definitely return to them. The pool opening was done neatly and they went above and beyond, even answering some general use questions I had since I am a new owner and running me through the equipment. The men were very friendly and knowledgeable.

We bought a pool in May 2014. We were told that the pool would arrive by Friday of the same week. I did not receive a call until the following Friday, at that time, we were told that we needed a permit to have the pool installed (this was not discussed at the time of purchase). They were not knowledgeable at all when it came to the permit process, explaining to me that thing that the city was asking for were 'not necessary'.

We were going to have them install the pool, however, they would not even set up a tentative date for the pool to be installed until we received the permit, even though the city gave a clear outline of when we were to expect it. Once we finally received the permit, their installation date was over three weeks away. When we looked into the cancelling the order, they advised us that we would lose a large portion of our deposit ($700 out of the $1000 deposit).

They were going to deliver the pool, but changed their minds at the last minute and then we were responsible for pick up. Then our pool was piled at the curb.

There were other issues as well, which all have been attributed to the employee that we were dealing with was 'new'. They did not care if they lost our sale whatsoever. They showed ZERO customer service and were not concerned about our satisfaction. I would NEVER recommend this company to anyone.

Staff was very knowledgeable and courteous. Hot tub was delivered on time. A part was missing - they made arrangements to have it delivered right away. Someone is always available to address any questions we've had.

- staff not knowledgeable don't have product info nor pricing, unmotivated and unhelpful (excepting water analysis & pool service);

- - the inability to reach a live person at Oakville Pioneer by telephone has been my experience over years, it's not a transient problem;

Pioneer only did half the pool openeing and after repeated attempts to get the service manager to return my call, they ultimately did not show up to fix the problem - worst service I have ever experienced!

Service is poor. Don't show up when appointment is made and completed the work when no one is present. Left a mess and when you call they make excuses and not motivated to help. The service manager and the technician should work in a factory and avoid the public.

In my experience the staff at Pioneer Pools were all able to answer my questions and recommend the correct product to fix the water problems I encountered this past summer. (Algae was the big one.) I was having trouble balancing the water and after attempting to do it on my own I asked for help. Should have done that in the first place. Once I took their advice, things improved within a week.

I recently purchased a house and hire Pioneer to carry out my pool inspection. Having never owned a pool or hot tub before, I wanted a professional to come in and give me an idea of where I stand with it.

He physically inspected the on-ground structure. Pressurized the lines. And took a look at the lining and other accessories.

As soon as I move in a couple of weeks later, the line from the skimmer to the pump is sucking air because the line under the skimmer was loose.

I also discover the hot tub was not functioning correctly as it was only going up to 94 degrees. I found a burnt connector going to the heater. I also found that none of the pumps, nor the heater were grounded inside the mechanical compartment. Plus, the flow switch had been bypassed because it had failed.

Although he was very pleasant to speak with and seemed quite knowledgeable about pools, I am not satisfied that a thorough inspection of my pool and hot tub were carried out. In my opinion, the high cost of the inspection should have ensured sufficient time spent on site to carry out a very good inspection.

I would not recommend Pioneer for their pool and hot tub inspections.

I would not recommend Pioneer Pools to anyone. We chose them, despite them being the most expensive, because we thought the quality and service would be superior. We were impressed initially but once they had our commitment and money, the service plummeted. At times they were rude and when there was a question, they deflected responsibility for any issues and made it clear we were a nuisance or difficult and told to "just trust me, we do a lot of pools". The builder was fine but dealing with the salespeople after they had made the sale was not pleasant. We have done a lot of renovations and worked with many tradespeople and never had a problem. They haven't figured out that treating your customers poorly is not good advertising. We have been asked many times already if we would recommend them, and sadly, despite a good builder experience, would say no because of our experience with the salespeople and worry about what else they won't be taking responsibility for if there are problems in the future. So disappointed in Burlington Pioneer Pools and have heard that Oakville isn't much better.

We purchased a hot tub from Pioneer Family Pools about 13 years ago and had it working for 10 years. Whenever we had a problem with it, they were very prompt and thorough with their service. When it started to leak after 10 years, they said it would be very expensive to find where the leak was and advised us not to waste our money. We are going to visit the home show this year and are looking at purchasing a new hot tub. If Pioneer is there, they will definitely be our first consideration. Thanks for years of great service.