Pioneer Family Pools

Swimming Pools, Spas & Hot Tubs
Burlington ON L7L 5R9
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59%

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Reviews by rating (past 12 months)

Reviews for Pioneer Family Pools

Average customer rating:
6.1 10 (172 reviews)

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Ana
Ana
1 review Burlington, ON
0/10

Patio furniture

I am trying to return patio furniture that is rusted after a month. Nobody is picking up the phone and sales people in the store cannot make any decisions
Horrible service as well

Approximate cost of services:
$1,000.00
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Sue
Sue
3 reviews Vaughan, ON
1/10

Totally disgusted with their spa and Covana service

Had my hot tub for only a month and it already has a leaking jet. I purchased a Covana spa cover/gazebo with shades for over the hot tub and so far, THREE service men later, they are still incapable of properly installing the shades. They did manage to make screwhole indents on the gazebo frame from incorrect placements, attempted to install the shades ...one shade had the bracket fall off within hours and the other shade was installed crooked so there is a fold in it, installed a hot tub table incorrectly so now it is lopsided and things slide to the edge, the Covana cover seal is already buckling from being installed wrong. DO NOT MAKE ANY SPA PURCHSES FROM THIS COMPANY.

Approximate cost of services:
$34,000.00
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Steven in Toronto
Steven in Toronto
0 reviews Toronto, ON
0/10

Hot Tub

Phone wait times are 1-2 hours. Hot tub is a lemon. Has worked 3 days out of the last 120. Takes forever to get a service technician and a 40% chance they will re-schedule

Approximate cost of services:
$21,000.00
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Company Response

Hi Steven, if you could let me know which location you were trying to connect with - I can give you a direct contact into the local service team so that you can not have to wait in any longer que at this time of the season. My email is cwalychuck@pioneerpools.com

paul in Saint Thomas
paul in Saint Thomas
1 review Burlington, ON
0/10

Service request - leaking water

First, they refused to service the unit. Had to involve management to get them to do a service call. Their certified techs told me they couldnt fix the leak this after 5 minutes of intense examination. They showed me a photo of a supposed leak. Bottom mine, I conducted an examination and after 45 minutes identified the leak. Interesting that the photo they supposedly took of the leak in no way resembled what I saw. Fixed the leak in under 15 minutes and now the tub is functional again.

These people are either grossly incompetent and/or have issues in determining the truth. Regardless, do not give these people your business. If they have a shred of decency they will refunds the service charge. Needless to say, I am not holding my breath.

Approximate cost of services:
$175.00
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Company Response

Hi Paul, if you could let me know more specifics on this and if you received any correspondence back with the service team. cwalychuck@pioneerpools.com

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

Horrible customer service - and they really don’t care

Everything seemed great at the beginning as I dealt with someone in the Burlington location, who was great. It all went wrong when they transferred me to the Vaughn location - horrible customer service, no one gets back to you, rude and dismissive. I thought this was all behind me as the pool and heater were purchased approximately 2 years ago. I just called the Vaughn location as we are having issues with the pool heater (that is less than 2 years old and cost over $2000) to find out what the warranty on it is and what we can do about it. When I called someone answered, laughing, and asked me a couple of irrelevant questions then told me she needed to transfer me and she did just that, to a voicemail.

Nothing has changed since I last reached out to the company (which was almost two years ago) ansi dont expect anyone will be helping us, just like last time. I feel like it should be said that I call with a positive attitude and optimistic hopes, but it is just so frustrating when you are dismissed, and I KNOW no one is calling me back, just like last time, nothing has changed !

Approximate cost of services:
$15,000.00
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Company Response

Hi there! I am so sorry the transition between our locations hasn't been smooth for you. Can you please email me your name and best contact so that I can bring up with the owner of this location? My email is cwalychuck@pioneerpools.com - thank you!

Mike Witherspoon
Mike Witherspoon
1 review Oakville, ON
0/10

Extremely Poor Customer Service

I reached out to Pioneer Family Pools in Burlington last September for a new pool liner. I paid a deposit of $100 for the measurement. They did not show up as scheduled, but did enter my back yard without permission in order to measure the pool. They did not measure the pool as there was water behind the liner and told me they would return in the Spring. They never called, so I went in to find out what was going on in May this year. They (Meg) asked me to take pictures, which I did, and sent them to her. Meg then instructed me to drain the pool and remove the liner myself, so they can measure. I had no problem with draining the water. However, in order for Pioneer to replace the liner, they would have had to remove it. Meg said since they had already came to measure the pool, they refused to come a second time unless I paid them $165. I escalated the concern, but the manager (Adam) was more concerned with defending Meg than resolving my concerns. There is more to it, but this provides the details.

Approximate cost of services:
$5,000.00
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A in Toronto
A in Toronto
1 review Brantford, ON
0/10

Have been waiting 6 months for repairs

We bought a hot springs spa. It was delivered in the dark on a November evening. The next morning in the day light, we noticed that they damaged a panel to the spa and damaged our drain spout. We went directly to the store with pictures in hand. We are told 6 weeks for repairs. 6 weeks come and go ...... We inquire about the progress. We are told they ordered the wrong panel for our spa... It will be another 6 weeks.... Months go by, we go back to the store. They are under the impression that it's been fixed... They are informed that it hasn't. We wait several more weeks. We go in the store again. Now the excuse is that the person looking after our repairs just up and quit and apparently no one touched his desk for months. Has been going on another 3 weeks with no word from anyone. We paid just under $15,000 for our spa that leaks because the drain plug thing is scraped and we can't get the cap on due to the damage and has a giant crack on with front panel.

Approximate cost of services:
$15,000.00
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Company Response

HI there! I am reaching back out to the review as I believe this has all been looked after? If anything is still outstanding, please email me directly cwalychuck@pioneerpools.com - if everything has been updated, an update to your review content would be greatly appreciated for our local team.

Milanton9900
Milanton9900
2 reviews Cambridge, ON
7/10

Hot tub service

Mundo our service tech was absolutely amazing. He came for the initial issue and followed up with the repair. Everything covered under warranty. The initial wait time was too long for me (6 weeks) but Mundo made up for the quality of service he delivered. If you have a repair I highly recommend you ask for this guy by name. Amazing!!

Approximate cost of services:
$1,000.00
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Company Response

Thank you so much! Mando is awesome and we greatly appreciate your feedback!

J2P
J2P
0 reviews Toronto, ON
0/10

Worst Hot Tub Service.

Customer Service was the worst.
After 2 service calls my tub still isn't working.
Each call cost me $199.00.
Each time they told me I needed another part. They left wires not hooked up.
They are slow.
They installed and charged me for a part I didn't agree to.

DO NOT USE THEM FOR TUB SERVICE.

This was the copy of the service record I got.

Approximate cost of services:
$1,500.00
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Company Response

Sorry there is no information for me to assist further that you have provided. If you could please reach out to me, I would be happy to connect and see what fees have been applied or what could be adjusted. cwalychuck@pioneerpools.com

Liz in Windsor
Liz in Windsor
2 reviews Hamilton, ON
10/10

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!

Approximate cost of services:
$60,000.00
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Company Response

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!

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

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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