Reviews

This profile includes reviews for Pioneer Family Pools - Head Office's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pioneer Family Pools - Head Office

  3230 Mainway Rd Burlington, ON L7M 1A5

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  Pioneer Family Pools - Head Office

  223 Cannifton Rd N Bellville, ON K0K 1V0

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  Pioneer Family Pools - Head Office

  42 Anne St S Barrie, ON L4N 2C9

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  Pioneer Family Pools - Head Office

  1160 Rymal Rd E Hamilton, ON L8W 3N7

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  Pioneer Family Pools - Head Office

  1020 South Service Rd E Oakville, ON L6J 2X7

Review Details

• Review fromB. J.

  Date: 26/05/2025

  1 star

  B. J.

  Date: 26/05/2025

  Purchased an inground pool and ******** hot tub from the Barrie store in November 2022. The hot tub was installed around May 2023.
  January of 2025 the hot tub shorted out due to a slow leak into the motor (suspected) . I reached out to the service manager and was told that wasn’t an emergency and the (one working) technician would be sent out the following week. Temperatures were to drop into the -30s and the hot tub was AT RISK of freezing (it was NOT frozen at that point). I was told again not an emergency. The service manager continually over spoke me regarding the concerns for damage and the conversation didn’t go well. The service manager ended up hanging up on me after I mentioned the cost (over $20,000) and she didn’t care as it wasn’t her money.
  I ended up calling the manufacture in Las Vegas who confirmed the tub was under warranty and it would be repaired or likely replaced due to the weather, and likelihood of the unit freezing and causing damage.
  The manufacturer reached out to the Barrie store and a technician was sent out the next day. I was told to put a heater under the tub to prevent freezing. A) there is zero room for any type of heater. B) running a space heater in a blizzard with water leaking out of a blown pipe joint didn’t seem safe.
  ******** refuses to return calls now due to change of ownership.
  **** ***** the owner has accused me of damaging the hot tub MYSELF and refuses to honour the warranty that is clearly stated on the back of the purchase receipt
  I was upset with both the service manager and the owner as I spent well over $120,000 and *** ****** * ***** ************ I was hung up on, and have essentially been left to “deal with this” myself.
  I was never once told to drain the tub and have it looked at in the spring (which in hindsight makes the most logical sense and would have saved some of the frustration)
  I did maintain the hot tub very well over the year and a half it worked.

  Pioneer Family Pools - Head Office

  Date: 02/06/2025

  Hi ****,
  Thank you for your feedback. We understand this has been a frustrating situation.
  Our team responded promptly to your service request and made clear recommendations to prevent freeze damage, including steps to keep the equipment warm until a technician could arrive. These recommendations were not followed. When our technician arrived, the hot tub was already frozen and had been partially disassembled. As confirmed directly by ********, freeze damage is not covered under the manufacturer's warranty.
  We’re committed to supporting all customers, but we do expect respectful communication. Throughout this process, several members of our staff, as well as representatives from the manufacturer, were subjected to aggressive and inappropriate language. This behaviour is unacceptable and will not be tolerated. Given the circumstances, we will not be proceeding with further service.

  B. J.

  Date: 02/06/2025

  There are a number of false statements in the response.
  There was no “prompt” response. The suggestion to prevent freezing was to place a space heater under the tub. Even the technician that came out said there was NO room for one.
  The tub was NOT frozen at the time of my call. Temperatures were well below 30°
  It was not “disassembled” the freezing caused the pipes to burst.
  ******** NEVER advised me about not being covered by freeze damage. There was a lengthy conversation with ***** about just that and she said it would all be covered and/or replaced.
  I dealt with ***** ONLY at ******** ** *** *** **** *** *** *** ********* ** ***** ** ***** *********** *** ***** ************* ********* You may want to direct and educate your staff ** ****** ***** **** *** ************* ******* *********** ************* ***** *** * ****** ** ******* ******** ********* *** ********* ** **** ***** *** how **** chooses to run his company under the Pioneer name.
  I would love to have copies of any taped phoned conversations supporting your accusations of me and names of the people * *** ************ Again, the service manager hung up on ME when I suggested she didn’t care because it wasn’t her 20 thousand dollars.
  **** accused me of ***** and not taking care of and damaging the hot tub myself.
  This is in no way acceptable from a business standpoint.

• Review fromDavid F

  Date: 03/08/2024

  1 star
  We purchased a brand new ******* pool cleaning robot which malfunctioned within 6 weeks of purchase. I brought it back to the store hoping for a repair or exchange and was told that they needed to send the product back to manufacturer for inspection and that I would receive a replacement within a week. It’s now been 3 weeks, and I have neither my original nor a replacement. This unit was well over $1000. I’ve called for updates several times and was told something would be coming “any day”. I finally went into the store and was told that my unit hadn’t even been looked at yet. Aside from the delay the service I’m receiving is beyond subpar. *** ********* *** *** ** ***** ******* *** * **** ** ********* ** **** ****** *** *** ****** * ***** ******** **** ***** **** ** ***** ** ** ***** ** **** *** ** ******** ************** The pool season will end and I haven’t been able to get use out of the unit I paid for. *******

• Review fromKim Waterson

  Date: 16/05/2024

  1 star

  Kim Waterson

  Date: 16/05/2024

  Purchased above ground pool heater over 2000.00 never used as hose hook up not compatible and they don’t sell nor can they get adapter to accommodate my pool and no refund no return policy if they have this kind of policy then make or sell adapters to fit most above ground pools

  Pioneer Family Pools - Head Office

  Date: 27/05/2024

  HI ***, We received your other reviews. Our store tried to explain that these heaters are not applicable to soft sided pools with a great deal of rework on you plumbing system. After lots of back and forth, you proceeded to purchase the unit. Then after realizing the complexity of the installation process, you reached back out in disappointment. We agreed to return the heater with a 20% restocking fee as an assist to this purchase. Again, regular gas heaters require different plumbing assembly for soft sided pools without a different plumbing configuration. I believe all has since been resolved with the store, and we have agreed upon a solution. If anything is missing, please connect back with Melissa and she would be happy to assist further.

  Kim Waterson

  Date: 29/05/2024

  Most of this statement from pioneer pools is a
  *** and it was electric heater not gas and it doesn’t fit most soft sided pools only pioneer steel frame soft sided pools big difference the only truth in their statement is that they took heater back with a 20% restocking fee so thought it was better losing 400 plus dollars over 2000 plus dollars that’s about the only truth to their statement

• Review fromD. C.

  Date: 09/05/2024

  1 star

  D. C.

  Date: 09/05/2024

  I just recieved a phone call regarding my ****** review pertaining to poor service at the Barrie, On store. I was informed that I am banned from the store. One would think that a negative review would be something to take action on within to improve service. It seems that this retailer would simply dispose of a customer and does not value patronage.
  The review I left was after I had spoken to the store manager on the 8th of May.
  There are many places in Barrie to get pool supplies. I had chosen Pioneer Pools for the last 5-years.

  Pioneer Family Pools - Head Office

  Date: 13/05/2024

  Hi Mr *******, The discussion between yourself and our waterlab technician that day was unfortunately not the experience you or her was hoping for. The review you posted referenced the employee's size - calling her overweight, which we do not condone. The employee was very offended by the interaction, which could have caused the reaction. Either way, we would agree that we are not the correct match for your pool and hot tub needs any longer. We appreciate your understanding.

  D. C.

  Date: 14/05/2024

  I must be very clear that I never spoke to the technician in any demeaning way and never referred to her weight in my conversations with her. I only mentioned to the store manager, in a private conversation, that it was the overweight person who had provided substandard service. It was he who seemed to take offense at this specific identification, rather than to address the rather egregious breach of their own customer service standards. Given that the manager refused to listen to me on the 8th, I'll list my grievances here. The employee in question presented herself in a very agitated way, seemingly unwilling to listen to my requirement to have a sanitizer that is not Calcium Hypochlorite base - I just spent $20K on an ecoFinish and their start-up procedures called out some specific chemicals. This individual had blatant contempt for me, rolling her eyes and presenting irritation with me. There was no attempt on her part to understand my pool needs, even when I presented my ecoFinish start-up procedure detailing the requirements. Seeing that she was unwilling to help me, I told her that I didn't want to discuss the matter with her any further. The other female associate at the water testing counter had mentioned that this behavior was not okay. For absolute clarity, I never used any language in the store that would be considered profane or would violate any workplace etiquette, nor did I raise my voice or respond in an aggressive way. Mr. ***** became unnecessarily upset about the word "chubby" in a private conversation and used that to eclipse the rather egregious service delivery of his employee.
  I am glad to take my business elsewhere. Mr. ***** should learn to separate his own personal sensitivities and deliver customer service IAW their customer service policy.

• Review fromAn F

  Date: 25/10/2023

  1 star

  An F

  Date: 25/10/2023

  Purchased a floor model hot tub @ Burlington location (tub showed up like it had been used ** ********* **** ***** - so ***** *** dirty - scratches all over the shell - pictures sent to local salesman. (did not really care other than to say they do not sell used units)
  After unit was set up I went to use the controller of my new unit (yes floor model) but still new, and the controller did not work very well - could not turn on the lights ect. so I had to call the store again - took months to get someone out - said they were so busy they had to sub the work out (which was a *** - the repair guy is one of 2 - with that location - and he is actually the best part of the company- *** **** *** **** **** ***** *** *** ******* *** ********  He agreed the part was defective - placed an order - months pass - no communication - finally after trying to beg for updates - someone is able to tell me the part is in - sitting on a shelf - and they are coming to replace the controller. (very glad I had to call again to move this story along)
  Great repair guy that diagnosed the original problem shows up - and when he opens the package he realizes that they ordered the wrong part.
  At this point its almost November - I told them I wanted to close the hot tub now - but I want it in perfect working order so we don't have to keep doing this.
  I have asked for the 1 year warranty to start - once the tub is up to where it should have been 7 months ago - They said there is no way they can do that but not to worry they will always have my back (I asked for that in writing - but they declined)
  I am now keeping the hot tub warm paying for electricity for a tub I want to close.
  * ******* *** *** *** *** ***** ******** * *** *** ** * ***** ******** *** * ****** * ***** ******* ** ******* ** **** *** ****** **** * ***** **** ** ********  will not be going there for my pool servicing any more.
  Lots more to the story but not enough characters to tell it.

  Pioneer Family Pools - Head Office

  Date: 30/10/2023

  Hi **, I am going to send your comments to our VP and Head of our Hot tub division to connect back and review with you directly. If you need my direct email, it is **********@************.com. I am very sorry for the arrival of the hot tub as you have described, and then for the long wait for parts. We will review all aspects and get these rectified.

• Review fromChristine S

  Date: 24/07/2023

  1 star

  Christine S

  Date: 24/07/2023

  Had to have work completed on pool. Charged $3200 for about 6 hours of work. One worker found a private area in the yard to pee, several vaped during the process of installation and 4 hours of work by these folks (waiting for the final piece of installation tomorrow) could have been done in about 2 hours. Several ‘vape and phone’ breaks taken. Admitted to not having the correct tools to complete the job requiring them to use a hand saw to take down steel siding (no angle grinder).
  Pioneer refused to break down the cost of the service. Neighbours are having the same concerns with them. Unbelievable. **** ***** ********* ******* ** ******* *** ******* **** **** *** *** ** *** *** **** ******** **** ************ ***** ********* 

  Pioneer Family Pools - Head Office

  Date: 30/10/2023

  HI *********, after speaking with our installation department, I understand everything was resolved in this instance. I apologize for my delay in responding. I someone missed this particular review. If there is anything else you need, please do note hesitate to ask.

• Review fromAbdul K

  Date: 15/06/2023

  1 star

  Abdul K

  Date: 15/06/2023

  ** * ***** **** ** ****** * ******** ***** ******* ****** **** * In 2017 spent $ 67000 to install pool in our house pioneer pool unjustly sent to collection agency for
  $167 which I have no idea why they did to me .
  I went to *** for my house line of credit they said that there is out standing $167 against me.
  I communicated to Pioneer pools they are saying that they already told ** ****** ******* which is a collection agency they are also saying that they they have submitted a request to suppression to the Credit Bureau.
  ****** **** ** ******* **** ****** 
  King Regards
  *** **** 

  Pioneer Family Pools - Head Office

  Date: 12/09/2023

  Hi *****, can you please reach out directly to our service manager to review any outstanding payments. They will have your full details on file and can review with you on anything they have noted that has caused the confusion.

  
  

  Adam M. - **********@************.com

  
  

   

  
  

  Thank you

• Review fromJennifer M

  Date: 17/05/2023

  1 star

  Jennifer M

  Date: 17/05/2023

  This is outrageous service. I have left several messages with a manager named Adam and have been told that our pool was serviced yesterday when I was home all day and have cameras both in the front and the back of my house and no one was here. *** **** ******* *** **** ** ******** **** ** * ********  Adam told me that he was going to pull over his car to check the video cameras and call me back yesterday and I’m still waiting. * **** ** *** *** ********** **** ******* ***** *** **** ********** *** * **** **** **** ** *** ******** * **** *** ******** *** **** ***. Unbelievable

  Pioneer Family Pools - Head Office

  Date: 15/08/2023

  HI ********, I was speaking with our Service Manager you have mentioned, Adam. I also included our VP on the contact. They have last noted service as May 16th where a leak was fixed. If you could reach out to me directly and if there are any outstanding issues, I can review your full customer card and any concerns that you still have. My email is **********@************.com - Courtney

• Review fromAdrian C

  Date: 11/08/2022

  1 star

  Adrian C

  Date: 11/08/2022

  Hot Tub Service calls dating to June 2021. I had a small leak in my hot tub. A technician came to see what the problem was. Pioneer informed me that a pump needed replacing. I reluctantly replaced a pump @ $900 with installation. After the installation the hot tub continued to leak. Pioneer sent a technician that severely damaged my hot tub (I have photo's and videos). This technician had absolutely no tools and no clue what he was doing. Another technician was sent. Pioneer informed me the second pump needed replacing ...another $900. The hot tub continued to leak. The technician informed me now that the leak was coming from one of the bottom jets. Both jets were plugged by Pioneer. It was too late in 2021 to even consider using the hot tub, so the hot tub was closed. 2022...The hot tub still leaks. I re-contacted Pioneer Family Pools whom sent a service technician on August 3rd. The technician seemed knowledgable and informed me that he would be back in approximately two weeks to resolve the issue. The technician hasn't returned. I received a call from a Pioneer Family Pools Hot Tub Service Manager whom was very unclear on what will be done. I was promised a report by Pioneer Family Pools. I haven't received anything. After one year + my patience has ran out. I have contacted Pioneer Family Pools on numerous occasions and I am being completely ignored. You cannot leave a voicemail for Pioneer head office customer service as the mailbox is always full. Nobody answers the phone. I have e-mailed on numerous occasions and no return of call or professional courtecy to e-mail back. I am over $2000 in the hole to Pioneer family Pools and I am looking for a response. My next step will be small claims court as I firmly believe Pioneer Family Pools have destroyed my Hot-Tub. I have siginficant evidence.

  Pioneer Family Pools - Head Office

  Date: 16/09/2022

  Hi ******, I am addressing all of your concerns with our Hot tub team both service and head of the department. If you want to reach me directly, I can be reached at **********@************.com -