Pioneer Family Pools

Swimming Pools, Spas & Hot Tubs
Burlington ON L7L 5R9
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Reviews for Pioneer Family Pools

Average customer rating:
6.1 10 (172 reviews)

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Private User
Private User
Private User reviews Newmarket, ON
2/10

disappointed

Had been using Pioneer Pool services, but lately they have become very unorganized. They do not show up when booked and are difficult to get repairs done and I am always having to chase them and follow up. I would not recommend them anymore.

Approximate cost of services:
$840.00
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Private User
Private User
Private User reviews Hamilton, ON
9/10

Found the perfect set - finally

i had been looking for patio furniture for a couple years. I didn't realize pioneer pools sold patio furniture, but went into their burlington store and dealt with Adreanna. She was fantastic! So helpful, so polite and patient. She gave me lots of options and looked for what I wanted! Found what I love AND it was on sale! extremely happy!

Approximate cost of services:
$2,500.00
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Private User
Private User
Private User reviews Acton, ON
1/10

Hot Tub Caldera Spa

We have had our hot tub for 3 years and hardly ever use it. We now have to pay 550 to replace a
Leaking pump. It's super expensive to run they do not tell you that you can only buy spa frogs from them at 30 bucks a crack and need to replace every month. Our hydro and water bills are really high. I am not impressed go buy a Jaccuzi they have a longer warranty !

Approximate cost of services:
$550.00
0 of 2 people found this review helpful.
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Company Response

Hello Deanne,

Thank you for reaching out to us. We’re sorry to hear you were not pleased with the service you received as we take customer satisfaction very seriously. We understand our Service Manager has been in contact with you regarding your pump that has since been replaced. He also noted a water loss issue and has mentioned you are scheduled to have the hot tub brought to our in house service centre to run diagnostics and address any issues at no charge under the extended warranty. The electrical hook up is the only expense you will incur to ensure everything is set up to code and ready to run at your leisure. Thank you again for reaching out and for allowing us to address these issues. We value your business and hope you enjoy many relaxing evenings in your rejuvenated hot tub. All the best.

diamondswest from Burlington
diamondswest from Burlington
1 review Hamilton, ON
0/10

ingound pool liner change

Hi my Name is Bev Hamilton
I am not happy with the services of Pioneer Pools My Husband and I purchase a pool liner and installation fees in full to be install May of 2014, however they did show up removed the old liner and had found that the walls of the pool needed to be repair and that they would have someone come over and view the cost of the repairs on the walls of the pool no one show up or even made an effort to call, I try several times calling and leaving messages for someone to come over and give a quote on the repairs of the pool walls we hire pirate contractor and had the walls repair last Oct, I e-mail pioneer and with my concerns about getting my liner install a service tech man did show up once and said that we needed a skimmer replacement and the upper metal wall replace this is first time we waited to hear from them so we once again hire someone to replace the metal wall on the right side of the pool and once again no call with quote of repairs. Worst thing about this is that the longer we wait for the liner to be install more damages will occur to the pool walls and floors which the floors of the pool are showing now however why should we pay for these damages which weren't there last May I have pictures showing the pool floors in good shape after the liner was removed . NOT INPRESS WITH THIS COMPANY VERY POOR SERVICES OF WORKMEN SHIP...................................
quote on cost or repairs hear any until I sent another e-mail he show up. Here we are again with the phone tag games and no one returning my calls and Yes the crew did show up Oct 5 2015 but I have some concern in the work that has been done I spoke to ken he told that a crew would be here for the floor of the pool to do some sanding that was require before the liner was to be install well the first crew didn't show up but the crew for the liner did show and went ahead and install the liner now water has been filling in the pool and the vinyl liner is lifting completely from the wall I have pictures to share here

Approximate cost of services:
$3,000.00
0 of 1 people found this review helpful.
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Company Response

Hi Bev, thank you for voicing your concerns to us. We take our customer issues very seriously and want to see this corrected. Since this post, I understand that both our service manager and I have tried to contact you to confirm the installation and the additional service repairs that are needed. We can't install the liner until the other repairs are completed to ensure your warranty of the liner is valid. I apologize for the delay and back and forth, please contact either Chris or myself to get this resolved.

Rev. Jo-Anne Thomas from Brant
Rev. Jo-Anne Thomas from Brant
4 reviews Burford, ON
6/10

Pioneer Pool installation

We have been very happy with the installation team at Pioneer. We purchased a hot tub and pool. The installation team were stellar. However, the support team is greatly lacking in customer service. The service staff of the "Pool School" seems ill-equipped to service their new clients. There are no written referral sheets and/or manuals to act as references for the 5-minute demonstration we were given, on starting and maintaining our pool system. This pool is the culmination years of saving and longing. We are nervous to do damage to our new pool (which as of today we still have not used). We have a salt system and would like to have our pool for years to come. It is my suggestion that there be a standard start-up visit with new clients at their home, to assist in teaching them visually with their own equipment, supported by referral sheets and follow-up visit if necessary. In my opinion, that is what customer service should look like. It would also be nice not to be treated as though we are an intrusion to the staff's time. Perhaps having a "skills evaluation" would help in putting people in place that were actually adept at teaching? We recommend their installation staff, but the store service is best attending to the under-30 crowd and people who already own pools.

Approximate cost of services:
$6,000.00
1 of 1 people found this review helpful.
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Company Response

Thank you so much for this feedback. This is all great advice and we strive to continually improve our services. I would love to get more info on this matter. Would you be willing to email me direct so that I can understand which location you dealt with and where we can add these changes? My contact is cwalychuck@pioneerpools.com
Thank you again for informing us of your experience.

Niki from Barrie
Niki from Barrie
1 review Barrie, ON
10/10

Above ground pool

I had a fantastic experience dealing with Pioneer Pools in Barrie! Mark our sales guy was wonderful, our project was done a head of the proposed date, and Scott and his crew were super at the building of the pool and the prep work! I would refer Pioneer Pools to everyone!

Approximate cost of services:
$10,000.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
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Michael from Toronto
Michael from Toronto
1 review Vaughan, ON
9/10

Above Ground Pool

I had some initial problems due to some apparently defective equipment. After dealing with the staff at Pioneer they immediately arranged for the equipment to be replaced and ensured everything was working properly.

Review has 1 previous version
Approximate cost of services:
$6,700.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
2 of 2 people found this review helpful.
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Company Response

HI Michael, I am so sorry that this happened. I spoke to our Vaughan General Manager and I believe they have tried to contact you regarding this issue. The manufacturer of the Salt System has been contacted as well and would like to assist. If you can contact me at cwalychuck@pioneerpools.com, I would be happy to get this resolved for you asap.

Ken Horton from Oakville
Ken Horton from Oakville
4 reviews Oakville, ON
10/10

In-ground Pool Installation

We purchased a new heated salt-water in-ground pool from Mike at Pioneer Pools at the beginning of June. As with any project this size, there were some hiccups but the team did a great job in responding to them. Construction started on June 24th and by July 8th we were swimming in our new pool. Very happy with the end result and have receive compliments from friends and neighbors about how great the pool looks. Would definitely recommend Pioneer to anyone considering a new pool installation.

Approximate cost of services:
$50,000.00
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Any advice to offer fellow homeowners facing a similar project?
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Trisha from Hamilton
Trisha from Hamilton
1 review Hamilton, ON
2/10

Pool purchase and Installation

First of all,we chose Pioneer because of its stellar reputation and having been in business for 40 years. We relied on them for advice and expertise. Unfortunately, we received neither. Emails and voicemails went uanswered, we were either misinformed or not given enough information on everything from installation issues to additional costs to pump placement. Everything was very rushed and they didn't take the time to review extremely important details which would have made our experience much better. I feel that considering how much they charge they should be far more knowledgeable and detail-oriented.

I would definitely not recommend Pioneer Pools.

Approximate cost of services:
$10,000.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
1 of 2 people found this review helpful.
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Company Response

Thank you for voicing your concerns - our customer opinions and satisfaction are very important to us at Pioneer. I apologize that this was your experience. I would like to see if I can assist further. In order to do so, I would need to know the store you dealt with and your information. If you could email me at cwalychuck@pioneerpools.com or call me at 905-335-2335 x1017 I would like to learn more about improving your experience and those customers to come!

Nicholas Morris from Hamilton
Nicholas Morris from Hamilton
1 review Hamilton, ON
2/10

Pool Coping Replacement

Spoke to Pioneer about replacing two pieces of coping around my pool at the beginning of May. I was given May 27 for the repair to be done.

Came home on the 27th and the work was not complete, all they did was remove the concrete. I thought they would be back the next day, and no one showed up. Pioneer did not call to let me know why a tech did not finish the job.

I called on the 29th to find out why the work was not complete. I was told they did not have the clippings for the coping. They told me a tech was scheduled for June 3, to complete the job.

At some time during June 1, 2 a tech had come to my house without notification and took the coping left garbage and used my electricity as my bbq had been moved where the electrical outlets were located. Then when June 3rd came around no one showed up, and no one from Pioneer called to let me know.

When i called them to find out why the job was not complete they had told me they ordered the wrong coping. They told me a tech would be scheduled to come back on June 11. However work was not complete this time due to weather, which is understandable.

They rescheduled me again for June 16, but due to the recent weather the repair on June 16 had to be moved to June 17 when the repair was finally completed.

To finish off this review, the actually work when completed looked good. However the customer service was horrific! Also when starting a job you should probably know whether or not you have the right materials.

Approximate cost of services:
$1,000.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
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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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