If there is a level (s) below poor customer service, Pioneer should win an award. Our pool was installed in December 2020. It was scheduled to open early May 2021 but we ran into issues with getting them out to open the pool. The liner was wrinkled and still is - we were told the warm weather and the water level with fix it over time. We have not had a working pool heater since day one. They replaced the first heater without figuring out the root cause. We asked multiple times what the issue was and were told it was a faulty heater. New heater was put in and worked for less than a week and we ran into the same issue. After sending someone knowledgable from Jandy out we found out that its the water chemistry that has been the problem for the heater. We couldn't test the water when everything was fired up to go, because the labs were closed for water testing and we were told to use the strips (which don't detect mineral buildup). We haven't had a heater at all this first season and after waiting for 3 months for Pioneer to rectify the issue, they want us to pay 50% for a new heater which we had no fault in damaging. They've got their money so they don't care. We had referred two other customers to them prior to this as well that they have made their money off of. Please be warned that they don't have pool experts in their service or sales department (at least none that we have dealt with). Choose a different pool company to go with.
- Approximate cost of services:
- $79,000.00
- Company Response
Hi Natasha. I believe your husband has been working with Cam on this one. It would be best to deal with him and Jandy directly as going through this many heaters in a short time is often due to improper water chemistry. Our water tests in store are free and phosphates are often the root cause of heater damage. There are ways we can assist, and I am sure Cameron and Jandy are working to do the best option for you moving forward.