Kevin from Markham

I have never left a 0 star review before but felt compelled to do so for other potential customers based on my recent experience. Called the sticker on my pool heater for the Pool Heater Doctor to check if the pool heater may need to be repaired or replaced. At no time during the call was there a fee mentioned. The original time had to be rescheduled because it was a no-show - understand things happen and appreciate the call for rescheduling. Was surprised to get a bill for $200 service fee after a 5 min look on the pool heater. I'd be perfectly okay to pay the fee if it was communicated ahead of time but not as a surprise. Owner was unwilling to waive the fee although I was a previous customer (bought a control unit)... ended charging me $100 + tax still... I thought this was an isolated case but read other reviewers having similar feedback so I hope this is not an intended behaviour... in that case, totally avoid this business. I hope this is clearly a training and process issue vs. intended but nonetheless, one that leaves what was a happy customer no longer a customer.

My trusted iRobot Verro died after 3 years so I was in search of a replacement. Visited Pioneer @ Markham and spoke with Brian on his recommendations. I ended trying a new version of a Hayward Robot the RC5. (I like new gadgets) I was hesitant at first because the robot had no track record as it was new but Brian mentioned they have a close relationship with Hayward and will take care of any issues I may have. With that comfort, I purchased the robot. However, I was lucky enough to get a DOA (dead on arrival) unit that simply wouldn't go forward, and every 5 min or so, make a few inches of travel backwards. This was right ahead of the long weekend where I was looking forward to cleaning the pool and have parties. I called Brian and within an hour (on a busy Friday), he had one of his team members at my house, tried a few suggestions Hayward had given them. Confirmed the robot was bad... and he poped out a new unit and said here you go. Sure enough, we put in the new unit and everything worked! I know I could have gone through Hayward's warranty/service but that would have easily take weeks. Brian took the initiative to take care this for me and I very much appreciate his effort and the stores commitment to customer service. I'd definitely not hesitate to visit this Pioneer location for any future purchases and would recommend others to do so as well as they stand behind products they sell and their services.