We have been very happy with the installation team at Pioneer. We purchased a hot tub and pool. The installation team were stellar. However, the support team is greatly lacking in customer service. The service staff of the "Pool School" seems ill-equipped to service their new clients. There are no written referral sheets and/or manuals to act as references for the 5-minute demonstration we were given, on starting and maintaining our pool system. This pool is the culmination years of saving and longing. We are nervous to do damage to our new pool (which as of today we still have not used). We have a salt system and would like to have our pool for years to come. It is my suggestion that there be a standard start-up visit with new clients at their home, to assist in teaching them visually with their own equipment, supported by referral sheets and follow-up visit if necessary. In my opinion, that is what customer service should look like. It would also be nice not to be treated as though we are an intrusion to the staff's time. Perhaps having a "skills evaluation" would help in putting people in place that were actually adept at teaching? We recommend their installation staff, but the store service is best attending to the under-30 crowd and people who already own pools.
