Pioneer Family Pools

Swimming Pools, Spas & Hot Tubs
4265 Fairview Street Burlington ON L7L 5R9
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62%

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Reviews for Pioneer Family Pools

Average customer rating:
6.3 10 (162 reviews)

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Private User
Private User
Private User reviews Brampton, ON
0/10

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.

Approximate cost of services:
$30,000.00
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Company Response

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

Private User
Private User
Private User reviews Vaughan, ON
0/10

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.

Approximate cost of services:
$80,000.00
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Company Response

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

Raj in Etobicoke
Raj in Etobicoke
4 reviews Toronto, ON
0/10

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.

Approximate cost of services:
$1,600.00
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Company Response

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

Jason in Oakville
Jason in Oakville
0 reviews Oakville, ON
0/10

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.

Approximate cost of services:
$100,000.00
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Company Response

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!

Private User
Private User
Private User reviews Oakville, ON
0/10

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.

Approximate cost of services:
$3,000.00
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Company Response

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

12345678
12345678
0 reviews Burlington, ON
3/10

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.

Approximate cost of services:
$45,000.00
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Company Response

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

Natasha in Toronto
Natasha in Toronto
0 reviews Hamilton, ON
0/10

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.

Approximate cost of services:
$79,000.00
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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.

EstherK
EstherK
0 reviews Burlington, ON
6/10

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.

Approximate cost of services:
$165.00
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Company Response

Hi Esther - just reaching out again - if there is something else I can help to get this to completion, please let me know cwalychuck@pioneerpools.com

Andrew in Stoney Creek
Andrew in Stoney Creek
9 reviews Hamilton, ON
0/10

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.

Approximate cost of services:
$33.00
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Company Response

Hi Andrew - we are still very happy to review the bottom with you to make sure there was nothing missed. Chris I believe has already reached out to assist - we hadn't heard about this prior. Happy to help!

Shelly
Shelly
1 review Hamilton, ON
1/10

Poor customer service

Our pool was Installed. The filters are leaking, left 3 messages to have this fixed. Still waiting 3 days for a return call!!! Sales guys is never available. The girl at the water is rude. Not not helpful at all. Very disappointed

Approximate cost of services:
$9,300.00
1 of 1 people found this review helpful.
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Company Response

Hi Shelly, this doesn't sound like our norm and I am so sorry for this delay. Can I put you in direct touch with someone to get what you need looked after? Please reach out directly - cwalychuck@pioneerpools.com - Courtney -
Hi Shelly - just checking that this was resolved?

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More about Pioneer Family Pools

At Pioneer Family Pools, we are committed to providing family and friends with a better leisure living! Smartphones and the internet have accelerated the way in which we interact, but that doesn't mean you can't take the time to break away. At Pioneer Family Pools, it's all about family to ...
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