Pioneer Family Pools

Phone wait times are 1-2 hours. Hot tub is a lemon. Has worked 3 days out of the last 120. Takes forever to get a service technician and a 40% chance they will re-schedule

First, they refused to service the unit. Had to involve management to get them to do a service call. Their certified techs told me they couldnt fix the leak this after 5 minutes of intense examination. They showed me a photo of a supposed leak. Bottom mine, I conducted an examination and after 45 minutes identified the leak. Interesting that the photo they supposedly took of the leak in no way resembled what I saw. Fixed the leak in under 15 minutes and now the tub is functional again.

These people are either grossly incompetent and/or have issues in determining the truth. Regardless, do not give these people your business. If they have a shred of decency they will refunds the service charge. Needless to say, I am not holding my breath.

Everything seemed great at the beginning as I dealt with someone in the Burlington location, who was great. It all went wrong when they transferred me to the Vaughn location - horrible customer service, no one gets back to you, rude and dismissive. I thought this was all behind me as the pool and heater were purchased approximately 2 years ago. I just called the Vaughn location as we are having issues with the pool heater (that is less than 2 years old and cost over $2000) to find out what the warranty on it is and what we can do about it. When I called someone answered, laughing, and asked me a couple of irrelevant questions then told me she needed to transfer me and she did just that, to a voicemail.

Nothing has changed since I last reached out to the company (which was almost two years ago) ansi dont expect anyone will be helping us, just like last time. I feel like it should be said that I call with a positive attitude and optimistic hopes, but it is just so frustrating when you are dismissed, and I KNOW no one is calling me back, just like last time, nothing has changed !

I reached out to Pioneer Family Pools in Burlington last September for a new pool liner. I paid a deposit of $100 for the measurement. They did not show up as scheduled, but did enter my back yard without permission in order to measure the pool. They did not measure the pool as there was water behind the liner and told me they would return in the Spring. They never called, so I went in to find out what was going on in May this year. They (Meg) asked me to take pictures, which I did, and sent them to her. Meg then instructed me to drain the pool and remove the liner myself, so they can measure. I had no problem with draining the water. However, in order for Pioneer to replace the liner, they would have had to remove it. Meg said since they had already came to measure the pool, they refused to come a second time unless I paid them $165. I escalated the concern, but the manager (Adam) was more concerned with defending Meg than resolving my concerns. There is more to it, but this provides the details.

We bought a hot springs spa. It was delivered in the dark on a November evening. The next morning in the day light, we noticed that they damaged a panel to the spa and damaged our drain spout. We went directly to the store with pictures in hand. We are told 6 weeks for repairs. 6 weeks come and go ...... We inquire about the progress. We are told they ordered the wrong panel for our spa... It will be another 6 weeks.... Months go by, we go back to the store. They are under the impression that it's been fixed... They are informed that it hasn't. We wait several more weeks. We go in the store again. Now the excuse is that the person looking after our repairs just up and quit and apparently no one touched his desk for months. Has been going on another 3 weeks with no word from anyone. We paid just under $15,000 for our spa that leaks because the drain plug thing is scraped and we can't get the cap on due to the damage and has a giant crack on with front panel.

Mundo our service tech was absolutely amazing. He came for the initial issue and followed up with the repair. Everything covered under warranty. The initial wait time was too long for me (6 weeks) but Mundo made up for the quality of service he delivered. If you have a repair I highly recommend you ask for this guy by name. Amazing!!

Customer Service was the worst.
After 2 service calls my tub still isn't working.
Each call cost me $199.00.
Each time they told me I needed another part. They left wires not hooked up.
They are slow.
They installed and charged me for a part I didn't agree to.

DO NOT USE THEM FOR TUB SERVICE.

This was the copy of the service record I got.

Our Sales Representative Chris, was with us every step of the way! Working with Chris was a pleasure, his professionalism, knowledge and enthusiasm gave us complete confidence that the installation would meet our expectations and be completed in a timely manner. He guided us through the many details and he was always prompt to respond to our inquiries.
Mikes installation crew was a well oiled machine, and all components of the installation were extremely well orchestrated.
Thanks Pioneer, we love our pool!

3 years ago I bought an onground pool from Pioneer Family Pools. I have had nothing but problems.
Pool was install late summer at the end of August 2019 and was barely ready to use before I had to close it. Reason it took so long is they ordered the liner wrong for the pool shape. The install was poorly executed, and they damaged my retaining wall and they told me it was not their fault as they are not responsible for landscaping. Really? Pool liner had 2 small holes and was leaking water for 2 years. I continued to tell them I was losing too much water and they continued to tell me it was just evaporation. Not my first pool. I knew better. Installation was at best, amateurish. They used blocks of 2x4 to level the pool walls. I could have done a better job and I have in the past. Now they brought a new liner to replace the one with the holes in it. Wrong liner again. I am again waiting on their poor customer service. So in general they have poor installation, poor customer service and poor attitudes towards their customers. I am now waiting on my 4th liner to be installed on a 3 year old pool. I actually had to send a registered letter to HEAD OFFICE last year to get them to look into and fix the issues. In my opinion, if you are looking for a pool - DO NOT USE PIONEER FAMILY POOLS.

They talk a good game before signing on, watch out after you sign problem after problem . You can call them and they will not call you back. They do not show up when scheduled nor do they call to let you know they are not coming, who cares if you took a day off from work to wait for them. I can keep going but Bottom line do not sign up with pioneer pools, youll regret it! I wish I listened to the person who gave me this same warning before signing with Pioneer Pools.