Was very happy about our experience with the in ground install in Oct 2015 -sales and install team were superb this is the third pool in the family from the Oakville team and we happily recommended them to friends and neighbors.
The issue started when after paying them to open the pool this year and upon our first attempt a week later to turn on the heater I got an error msg. I called service and after some back and forth I spoke to Matt (professional) and he gave me some protocols to follow to ensure that it was not a simple fix...followed these and called back but could not get a hold of him, left a msg but I did not get a call back.
The next day I called again and spoke to another rep who put me through the same protocol and this time asked about the water level….in short I needed to add an inch, so away I went again and once I called back once complete I again got no answer. Travelling for work I pick this story back up on the Friday when I am back and call again...I again get Matt who walks me through the protocol and says we need to send this to the warranty dept who will call me and set up a service...silly me I assumed that this would be the same day.
Saturday I called back and got a young lady on the phone who I gave a quick rundown of events and simply asked to see if she could find out some info on when I could expect a call. This is when things went sideways. I was informed that as another rep emailed warranty the reply would be in their inbox and that they were off and will be back tomorrow so I should call back then or leave a msg. Now getting frustrated and feeling like I am getting the run around or frankly dealing with a totally incompetent people I asked if she could call them and look into it for me I was told no that it does not work like that after some back and forth I asked to speak to a supervisor. This is when I got the pleasure of speaking to Marcel.
I expressed my frustrations with him about the week of back and forth and my surprise that a simple inquiry of when I could expect a call or resolution was such an issue. After getting the same answers I once again said I was very disappointed in the service and this is where I was told to be "realistic here" and that they have "other customers" to deal with and that it's busy and peak season so I need to take that into consideration (remember asking for an expected call back time is not a huge undertaking) After a few more minutes of dealing with his arrogance I once again asked to speak to someone at warranty and I will handle myself as he was more concerned about spewing bravado than being helpful...anyway called the provided head office number and got no answer or VM
FYI my neighbor who I refereed Pioneer to but they went with another company had a similar issue with their heater late last year - they had a person out the next day and fixed with no issues expense or follow up.
