Pioneer Family Pools

I bought a hot tub from Pioneer, Spring 2020 and since the day of installation it has not been functioning properly. First day of hook up it wan't working, that was a sign. The unit shuts itself off on average every 2 weeks. Thought Pioneer has been great about sending service over to take a look at it, a real reputable company would have replaced this faulty unit as it is under warranty. I regret not going with Jacuzzi, there is no way a jacuzzi would malfunction the way this Hot Springs hot tub has been.

I asked for a replacement for the o-ring for my chlorinator, I had the o-ring with me. They gave me a replacement that did not look the same, but assured me it will work.
I tried it, but it leaked.
I went back to them to get a refund and buy a new chlorinator, the manager told me that they will not take the o-ring back because the package was open. I am not sure how he expects me to try it without opening the package. I would expect that since they recommended this o-ring, that at least they would stand behind their recommendations.
I spent thousands of dollars on this store along the years, I guess they will not see me anymore.
The treatment I received from the manager was very bad, felt like he just did not care.

Gavin Lutz is an awesome salesman for the purchase of our awesome swim spa 200. He was awesome and helping us figure out the right spa for us making a perfect deliver during a pandemic. We could not be happier and I would recommend pioneer for that swim spa need and for sure Gavin.

I am a person that is hard to fool, but Pioneer Family Pools managed to do it. We paid $270 for the pool opening. My expectation was I would swim after they open a pool, instead 2 very young workers, probably students, removed a tarp from the pool, connected a pipe and left us with a box of pool winter chemicals. When I called customer service, they said that company did exactly what I paid for. So, I paid $270 just for the tarp removal because winter chemicals we could not use in June anyway. I was very disappointed. I would not write this review, but Pioneer Family Pools keep sending me emails with pictures of the pools before and after. DO NOT BELIEVE! It is not the truth. They just fool people and make easy money, but with this level of service I am sure it will not last long.

Wa

Last year I contacted Pioneer Pools regarding replacing my liner for my above ground pool. At the time they were very helpful in setting up one of their employees to measure so the liner could be ordered and installed before the 2019 summer. My children were eagerly awaiting the opening of the pool season. Little did we know that the workers Pioneer either contacts out or hires were very incompetent in the installation process. This is where the nightmare began for us. The men instructed my husband to fill the pool that it was all ready to go. As we were filling my husband noticed the walls were bumpy, and contacted them right away, again they reassured him it was good. So not being experts in this we proceeded as we were told by the professionals. A few days past and my husband still felt something was not right, he decided to investigate it further to realize the bumps he noticed were the bottom of the pool that were pulled up through installation process. Right away I contacted the head office in Brampton and spoke to the young lady that helped us order and process the payment. She would follow up and get back to us. When we heard back the workers tried to put the blame on us like it was our fault. They agreed to come back to fix it, but in doing we needed to drain our full pool right to the bottom to fix what was not done properly the first time. The office was willing to compensate me for the water once I brought it to their attention, no compensation was offered prior. Furthermore, we still were not happen with the second installation as we noticed dips in the bottom where the base was being moved. We decided at that point as a family to enjoy the summer because we had wasted summer weeks already. What a mistake that was. As we were doing our best to enjoy our pool with our four children we noticed that the pool required a lot of water to be topped up, but thought it has a lot to do with the hot summer. Well it does not end there for us . We recently (May 18, 2020) opened up our pool for the summer 2020, to run into more problems with the liner. Three days after we filled and opened the pool we began to notice a very big leak. Once again I reached out to the young lady and she was kind enough to direct me to the proper channels to fix it and did mentioned it is only under warranty if the rip is on the seam. Crazy! Considering the liner was only used for barely 1 season. How does a liner rip so quickly. Again not having a choice we dealt with Pioneer Pools, in hopes that they would find the rip in the seam and it would be covered by them, but no such luck. The damage was so bad that I had to drain my pool again, have it completely pulled apart to replace all the bottom for them to locate my rip, patch it and of course to no surprise it was not on the seam. So once again we had to pay out of pocket ($2000.00) to get it fixed and refill with Pioneer Pool not accepting any part in this. I know it is hard to prove that the rip was due to their carelessness and poor installation, but it would of been nice just for an apology for what our experience has been. We have finally opened up this year ( 2020) with the liner being installed 3 times in 1 year, we are still not happen with the wrinkles throughout and know we will probably be looking to buy a new one a lot sooner then we should. I would not recommend anyone to use this company for service or product. My experience was not pleasant.

Pioneer Pool installed a new Liner for our in ground pool ,nothing but a night mare ,within a week developed a stain at the bottom of the pool exactly were they covered the drain,but of course they said it was our fault ,I voiced that I felt small pebbles under the liner and they said they would get in the pool and check it out (of course that did not happen )the following summer the water drained out of the pool right were the pebbles were ,paid $5600 ,IM just out the money and it has been nothing but stress ,no help from Pioneer pools

Very little communication had no idea how to work salt water still after a week have not herd from anyone no direction or help.
*Showed up with wrong excavators after sending pictures and measurements of entrance ways to yard and paid for small equipment. Pool installation pushed back
*Asked for them to come look at excavation twice we are on a hill.*Rented the size of bin they suggested
*Left with 10 yards of dirt Had to pay another $1000 for someone to remove*role off truck operator said bin was not even full when picked up *Had something stuck in ground
after excavation asked for help from operator to remove he said yes then left without helping.*Had to pay to get a old wheel out of the ground would of took him one min with machine. Pool excavation pushed back again *Received a call to come pay remaining balance. Sales rep told me had $1000 grade fee !! Wait in your book says you supply a quote well that didn’t happen! Then emailed sales agent again asking for detailed bill said “absolutely” never received. 5 days
later I email him asking again. He says he will absolutely
call me in the morning to discuss payment that never
happened still after a week have no idea how to work pool and no word from anyone. Was told in my email sorry we are very busy this year. No communication no support ! I guess if you’re not paying 50,000 for an above ground pool they don’t care!

I had Pioneer Pools (Burlington) open my pool.
I was extremely impressed with the customer service.
Monty and Mitch were great to deal with.
I would recommend them 100%.
They were efficient and went above and beyond their duties. What a great experience !!

We had Pioneer family pools install our pool. Bryn was excellent from the first meeting with him. The crew that did the work did a great job. We would recommend Pioneer family pools to any one..

Kevin

Thank you to Ian and crew for a great job installing our new liner! Looks great and they went above and beyond. Appreciate the time they took to do the job right.