Pioneer Family Pools, Spas and Patio Furniture
16 reviews 143 Lynden Rd, Brantford, ON +1 519-770-4422 www.pioneerfamilypools.ca suggest an edit
21 October 2023 1:32
We purchased a pool from Pioneer in Brantford. My wife has a leg injury so after the first year we decided to purchase a heater.
The salesperson (Aiden) was super helpful and was able to answer al of our questions. We used technicians that were recommended by pioneer and had the work done.
After a month the heater began to leak so i had called Dale Craig the salesmen the we were working with who then called the manufacturer as the unit was under warranty. A technician from Hayward came to our home and said that the unit had chemical damage due to PH levels. I told him that water gets tested using strips and he said that the pumps and heater were set up wrong and chemicals were going directly into the heater which caused the corrosion and therefore not covered.
Dale said the there was nothing they could do as they did not have water samples to back anything up. Dale said he will send a tech out to disconnect the heater so we can at least use the the pool. The tech that he sent himself also said that the pumps were set up wrong. I called Dale and he insisted that this is the way all the set ups are done. I decided to investigate and had 2 other pool companies come out. One from Brantford and one from Hamilton and both said the set up was wrong.
I told Dale that the set up was wrong and wanted to speak to someone else about the matter and was told he spoke to his bosses and there was nothing they can do and i need to deal with the warranty company. He would not give me any names or numbers.
I had said that i was taking this to court because i know it was not done right and 20 min later Hayward called and said they were sending a part but does not include warranty or installation. The pool is now fixed thanks to another pool company however the install and labor charges for the corrections were not cheap not to mention the loss of use of a heater. I am going to still take it to court just waiting for final numbers but wanted to post just to say to anyone else don't back down and be persistant. If you know your right, take it to the end.
Do your research and if your right, stand up.
The salesperson (Aiden) was super helpful and was able to answer al of our questions. We used technicians that were recommended by pioneer and had the work done.
After a month the heater began to leak so i had called Dale Craig the salesmen the we were working with who then called the manufacturer as the unit was under warranty. A technician from Hayward came to our home and said that the unit had chemical damage due to PH levels. I told him that water gets tested using strips and he said that the pumps and heater were set up wrong and chemicals were going directly into the heater which caused the corrosion and therefore not covered.
Dale said the there was nothing they could do as they did not have water samples to back anything up. Dale said he will send a tech out to disconnect the heater so we can at least use the the pool. The tech that he sent himself also said that the pumps were set up wrong. I called Dale and he insisted that this is the way all the set ups are done. I decided to investigate and had 2 other pool companies come out. One from Brantford and one from Hamilton and both said the set up was wrong.
I told Dale that the set up was wrong and wanted to speak to someone else about the matter and was told he spoke to his bosses and there was nothing they can do and i need to deal with the warranty company. He would not give me any names or numbers.
I had said that i was taking this to court because i know it was not done right and 20 min later Hayward called and said they were sending a part but does not include warranty or installation. The pool is now fixed thanks to another pool company however the install and labor charges for the corrections were not cheap not to mention the loss of use of a heater. I am going to still take it to court just waiting for final numbers but wanted to post just to say to anyone else don't back down and be persistant. If you know your right, take it to the end.
Do your research and if your right, stand up.
01 October 2023 19:37
Disappointing customer service.
I've been in contact with Pioneer family pool since March 2023 trying to fix a leak with my hot tub which they installed in 2015. They came to service the hot tube and realized what the issue was and what parts were required. They couldn't do any work on the hot tub at the time because the cold weather wouldn't allow them to get into the ground. All of this was understandable. So we waited for the parts to arrive and for warm weather. They came back in May and July, the technician was great, but the parts they came with were incorrect in spite of them having all the information. They said they'd charge US for only a fraction of the technicians time which was WILD since we did not make the error in ordering the parts. It is now October and after multiple attempts at trying to speak to anyone at Pioneer or get an update on the parts all I've received was no call backs and no information on the status of this repair. I am blown away at the lack of customer service. I would not recommend Pioneer if this is the way you treat your customers of several years.
I've been in contact with Pioneer family pool since March 2023 trying to fix a leak with my hot tub which they installed in 2015. They came to service the hot tube and realized what the issue was and what parts were required. They couldn't do any work on the hot tub at the time because the cold weather wouldn't allow them to get into the ground. All of this was understandable. So we waited for the parts to arrive and for warm weather. They came back in May and July, the technician was great, but the parts they came with were incorrect in spite of them having all the information. They said they'd charge US for only a fraction of the technicians time which was WILD since we did not make the error in ordering the parts. It is now October and after multiple attempts at trying to speak to anyone at Pioneer or get an update on the parts all I've received was no call backs and no information on the status of this repair. I am blown away at the lack of customer service. I would not recommend Pioneer if this is the way you treat your customers of several years.
11 September 2023 9:12
Sales Manager Dale Craig provided exceptional service and followed up at every step to ensure my satisfaction. Great associate. Great Experience. Would Recommend.
15 July 2023 15:41
Hot Tub Brady is AMAZING! Hubbin wanted to upgrade from our little Plug-n-Play. Brady took the time to walk through the options with us. He gave us all the options. Answered all questions, communication was on point. When there was a shipping delay, Brady gave us options. Delivery was smooth. It seemed so easy. WE LOVE IT!
It’s been a year, and Brady is still Rockin the answers! Even my odd ones. CHEERS HOT TUB BRADY! And Thank you Pioneer Family Pools for uping our experience. 100% Recommend his for your Hot Tub and Spa needs.
It’s been a year, and Brady is still Rockin the answers! Even my odd ones. CHEERS HOT TUB BRADY! And Thank you Pioneer Family Pools for uping our experience. 100% Recommend his for your Hot Tub and Spa needs.
11 July 2023 6:35
Our experience with Pioneer Pools was excellent. Working with Dale was amazing. We new nothing about hot tubs and he walked us through the whole process and has made himself available to answer all our questions. We recommend anyone looking for a hot tub to ask for Dale.
Dean and Teresa
Dean and Teresa
08 July 2023 4:38
Just wanted to pop on here and say while our experience with Pioneer pools service and maintenance that is run out of head office was not particularly good, Dale Craig from the Brantford location was fantastic. Not only was he an excellent salesperson, he went above and beyond to help us figure out how to use our hot tub when the service department didn't. He assisted every time we'd ask, offered his email and provided exceptional assistance. Pioneer Brantford has such an excellent resource in Dale and I'm very lucky to have had him to fall back on for help. Thanks Dale!
17 June 2023 17:29
Purchased a hot tub from pioneer pools, they had it delivered within less than 2 weeks, Brady my sales rep had answers to all of my questions and his response time was amazing! This is very hard to come by these days. The purchase process was easier than I could have ever imagined. I had a small hiccup with the hot tub once it was delivered but i brought my concern to Brady, and he rectified the situation the same day!
I will definitely be a returning customer, I am in love with my new hot tub!
I will definitely be a returning customer, I am in love with my new hot tub!
17 June 2023 6:38
This has been the best, most seamless and stress- free process I have ever been through. Everyone from Dale Craig the sale's person, Collin who did the scheduling, the guys that did the excavating, the delivery guys, the pool installers and the plumbing tech, exceeded my expectations. The pool is beautiful and I could not be happier. I would never hesitate to deal with Pioneer Pools.
17 June 2023 6:23
Had a problem with our solar blanket
Talked to Amanda and she looked after everything
Great customer service
Thanks
Talked to Amanda and she looked after everything
Great customer service
Thanks
16 June 2023 6:29
I purchased a mesa fire pit and I loved it. Great price for what it brings. The girls in the patio department were all knowledgeable and helped me choose the right product for my budget and needs. Thank you!
14 June 2023 23:23
Recently bought a pool from Dale. Never having owned a pool before I was somewhat hesitant going in. All I can say is from the time I walked in the door to even now, Dale has been thoroughly informative and patient with me through the whole process. I can now say I am no longer hesitant and would refer anyone to Dale. The experience and insight he has to offer are over and above. Thank you, Dale.
05 June 2023 21:23
We recently purchased a patio umbrella from the patio department and was very pleased with the customer service we received. The associate Maria was very knowledgeable and very helpful.
28 May 2023 18:16
So I guess the new cheap way of doing the base of the pool is peat moss, what a terrible idea, pool floor is so bumpy, I have some dips and craters in the floor the size of my foot! Was told that it would flattten out by the next season, well not true, it had not settled one bit! I would ask NOT to use the peat method,
26 May 2023 14:52
Had a chance to get the pool open went over to Pioneer pools on Lynden road in Branford got a 20 l jug of chlorine much to my. Amaze which was $15 last year is now 33 doallars i almost most fell over. There is not a shortage of chlorine. It's just absolute price gouging and taking advantage of people of whatever buddy? Says. Had a chance to drive down the street stop into their competitor and they were 28.75 which is $5 lower roughly. I am sick and tired of the excuses of due to the current times oh shortages oh no. Employees gas is more expensive than diesel for the delivery of this item. Come up with another excuse just to gouge your customers.so disappointed with pioneer pools for taking advantage of there customers. I WILL TAKE MY BUISSNESS ELSWARE JUST FOR THE PRINCIPLES OF IT.
07 May 2023 18:07
I was in the store on Saturday May 20th at 3: 45 pm and the female employee at the pool parts back desk was outstanding. Probably the best service I have ever had. Awesome job and thank you for the great service
08 February 2023 23:44
I recently bought a hot tub from Dale at Pioneer Pools, overall a great experience. Dale was patient with all my questions before, during and after the sale, and great to work with. As expected it took a bit of time to sort out the water balance and Dale walked me through all of it. I'd definitely buy from Dale again.