Pioneer Family Pools

Rating: 3.1 out of 5

Pioneer Family Pools reviews (173)

  • Review from Liz Moore
    Rating: 5 out of 5
    Review left on 3 Oct 2022

    Pioneer Family Pools Hamilton ~ Exceeded our Expectations!

    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!

    Answer from pro:

    Thank you very much Liz! We are thrilled to hear you had such a great experience with our team. Thank you for choosing to work with our local business!

    Reply created 11 Oct 2022
  • Review from Customer of Pioneer Family Pools
    Rating: 0 out of 5
    Review left on 27 May 2022

    Poor Installation and Customer Service

    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.

    Answer from pro:

    Good afternoon, I have forwarded your information and photos to our ownership team. If you could please send me your name and information so that I can help determine where the account is and what needs to be rectified. Thank you - cwalychuck@pioneerpools.com - Courtney

    Reply created 27 May 2022
  • Review from Customer of Pioneer Family Pools
    Rating: 0 out of 5
    Review left on 16 May 2022

    Poor customer service

    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.

    Answer from pro:

    Good afternoon - if you could reach out and let me know more about what has been missing here. Is this a pool? A service call? If you could give me more information, I would be happy to assist and review with the right person. cwalychuck@pioneerpools.com - Courtney

    Reply created 27 May 2022
  • Review from Raj Burman
    Rating: 0 out of 5
    Review left on 5 May 2022

    Awful Service

    I bought a pump and filter from the Oakville location and paid for Installation to replace existing equipment. The person who arrived was horribly rude and uncooperative. Would not discus positioning the installation or any of my concerns. I paid a lot of money and I should have a say and should be spoken to politely. He said if I had concerns I should talk to the manager because he was not going to discuss.. It takes two days to contact the manager. So he did the installation the way he wanted. I have to live with whatever he left behind. I finally spoke with the Marcel the manager who said he would look into the matter and get back to me. I never heard from him again. Maybe Pioneer is too big to care. I would not trust them again.

    Answer from pro:

    Hi Raj, I am reaching out to connect with you on this installation. I can put you into direct contact with our service manager. Please reach out to me direct to assist cwalychuck@pioneerpools.com - Courtney

    Reply created 9 May 2022
  • Review from Jason Webb
    Rating: 0 out of 5
    Review left on 3 May 2022

    Terrible Customer Service, Brand new pool not funtional

    Purchased a new pool which was finally built in the fall of 2021, weeks later than was promised. Pool looks fine however when I had Pioneer open it 2 weeks ago, it worked for 3 days then the heater, pool pump, lights all stopped working. In contacting Pioneer they asked me to do some testing of the system which was fine, once that was done and the problem was not resolved they refused to send a technician instead asking me to start to open up the system myself and tinker with it to see if we could fix it over the phone. They then offered to send a technician from the Gas company as the heater wasn't working (probably because it doesn't cost them anything). Now I'm waiting for a gas technician to come who will not be able to fix the issue....It feels like a stall tactic to avoid sending out a technician themselves.....I will post more when I get an update. P.S. - Super frustrating that customer service line opens up at 11AM as opposed to 9AM like almost every other company.

    Answer from pro:

    Hi Jason, thank you for reaching out! I spoke to our Construction division and your point person for all new pool questions - Colleen. I understand she called you, and one of the concerns was the water level wasn't high enough for the flow on the equipment to run the heater. Colleen has reviewed this with you and we have a crew coming back to ensure the opening is running smoothly! We are here if you ever need anything. Also, if you ever have trouble connecting by phone, you should have Colleen's contact information as well as emails for our service team which we can respond to promptly!

    Reply created 3 May 2022
  • Review from Customer of Pioneer Family Pools
    Rating: 0 out of 5
    Review left on 30 Mar 2022

    liner replaced

    They are far from giving direct answers. Because the liner was wrinkled and still is . They indicated two years ago before the Covid ... that my warranty would be calculated from the time that I had it installed to the time I repair it. I was also using a person called Andre to open and close it during the pandemic. It was brought to my attention from Andre and Pioneer Pools that Customer Service thought it was a joke that I am 73 years old and that wanting to take Pioneer Pools to small claims court was a joke. I paid for the new liner . I called pioneer the following spring when the wrinkles were everywhere. Why would someone in management not take the time to work with me so that I can use my pool. I have kept the photos every year. The pool never had wrinkles prior to going to Pioneer Pools to replacing the liner.

    Answer from pro:

    Good afternoon, I'm not sure which location you are referring to for this incident. A new liner shouldn't have wrinkles, but there are a few different causes the team can assess. If you can let me know which location you dealt with and the details, I would be happy to have them review this further. cwalychuck@pioneerpools.com - Courtney

    Reply created 3 May 2022
  • Review from HomeOwner
    Rating: 2 out of 5
    Review left on 28 Sep 2021

    Everything breaks virtually on the warranty expiration date

    We had our pool installed exactly 3 years ago with all equipment carrying a 3 year warranty. The pump broke 2 weeks before the warranty expiration Temperature sensor broke 1 week after the warranty expiration Now the heater has broken (twice), literally 2 weeks after the expiration. Pioneer may have good pricing - largely due to their sales and installation of highly inferior equipment. Pioneer does live up to warranty repair (not for the issues after the warranty period), but ALL the equipment breaks - come on, you can do better.

    Answer from pro:

    Good morning, I would be happy to review this for you. Often so close to a warranty period ending, we would always do what we could for our customers. If you would like me to review further, please reach out cwalychuck@pioneerpools.com

    Reply created 29 Sep 2021
  • Review from Natasha Pereira
    Rating: 0 out of 5
    Review left on 18 Aug 2021

    STAY AWAY from Pioneer Pools

    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.

    Answer from pro:

    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.

    Reply created 19 Aug 2021
  • Review from HomeOwner
    Rating: 3 out of 5
    Review left on 16 Aug 2021

    Service Call Gone Wrong.

    In May, a Pioneer Family Pools crew created a leak during a service call to fix my hot tub panel that had not existed prior to their visit, rendering it unusable. They refused to take responsibility and come back and remedy the situation unless I paid for that visit and could not guarantee that they would be able to fix the leak that they created on the next visit. I was to be charged for that as well. I did not want to pay for the service call that left my hot tub unusable. I had made many attempts to speak with a senior manager to no avail. I finally submitted a payment since I was told it would go to collections. I included a letter and today was contacted by head office. The gentleman listened to my story and has destroyed the cheque. He told me he would speak to the employees involved and asked if he could do anything else. This was a better resolution, but it being the end of the summer and when I use a hot tub, I have ultimately lost the use of one for this season.

    Answer from pro:

    Hi Esther - we connected last night on Facebook - happy to help and review this with you - I am not sure which location you were dealing with, but we are here to help. Cwalychuck@pioneerpools.com - Courtney

    Reply created 17 Aug 2021
  • Review from Andrew F
    Rating: 0 out of 5
    Review left on 16 Aug 2021

    New on ground pool installation

    I had Pioneer (Rymal Road location) install an on ground pool, pump, heater and salt gen system in May of 2021. The sand trowlled bottom was full of divots. Can't recommend.

    Answer from pro:

    Hi Andrew - could I have someone review this for you? Please reach out to me directly cwalychuck@pioneerpools.com

    Reply created 19 Aug 2021
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