Pioneer Family Pools

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.

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.

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.

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.

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.

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.

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.

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

This location provides good value and many outdoor lifestyle products. The testing area is great add. unfortunately staffing levels are inconsistent creating long wait times and frustration in finding the right product.

I visted their Oakville store several times to test my water and buy any required chemicals, and I am under impression that they are employing some seasonal employees with the most basic knowledge whose their guess might not be better than average customers. As soon as the question is getting a bit tricky, they would try to look away or reading the products specification for you. If you need to talk to a pool expert don't go there but for a simple advise you would get some help there.