Pioneer Family Pools and Spas

We had an issue with our Envoy tub from Hot Springs. Behzad from Pioneer Pools got us back up and running. Behzad was polite, knowledgeable and thorough. However, his best quality was his follow up. He checked in on multiple occasions after his visit to ensure we were satisfied. Be sure to ask for Behzad if you need service on your hot tub.

We had an incredible experience with Pioneer pools this past summer! We were trying to decide between pool companies and a thrilled with the work pioneer did for us. We booked the build at the beginning of July and we’ve been swimming since mid august. Fast built, incredible quality. The entire team from the digging crew to the pool school was extremely polite and kind and wonderful to work with. Jeremy our sales rep was extremely patient with us as we went back and forth on pool designs and always made us feel comfortable and not rushed. We loved our experience with pioneer pools!

Many products but the staff is not that knowledgeable and is hard to get them to take the time to talk to you. Younger staff so not always focused on their jobs

We are totally frustrated and unimpressed with the service for our hot tub. Previous service manager neglected to order parts. New service manager said they were ordered. It’s a nozzle. We have been fighting leaking and spent $3000 on two new pumps and now this leak. The service manager has said they are waiting for parts. No explaination of what they are doing. She is now ignoring our emails and calls. Disgusting. It has been since March!

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. For a $5,000 order, you think you would receive better service. Even copied the owner (Corey) who never responded.

Huge store, very helpful staff. I’ve had many good experiences here, trying to sort out and fix issues with my hot tub. The tub was not from here, but the staff have no problem lending their expertise.

Everyone one at Pioneer Pools has been incredibly helpful and a pleasure to work with. Our pool was installed in 2018 and from start to finish it was a smooth process. From the sale with Chris to the installation crew and now 3 years later with random questions everyone has need extremely helpful! I have recommended Pioneer to my own family members! Colleen in the service department has been there to answer every question I have and takes the time to explain every detail. She goes above and beyond and even sends follow up emails about the conversation. She is truly an asset to Pioneer and you can tell she cares about the people she helps. Thank you Pioneer and thank you Colleen for helping every step of the way!

We have been very impressed with everyone we dealt with in the purchase of our new hot tub at the Burlington location. Our salesman, Gerald, was friendly and knowledgeable and answered all of our questions while trying to decide which tub was our best option. The delivery team was great and made sure we knew how to get started. When we found a leak, we contacted Gerald who arranged to have a service tech come out the same day. The tech, Mandouh, arrived within a couple of hours and easily resolved the issue. A great experience all around.

Super helpful, pro techs and great customer service! There was an issue after they installed our pool liner but they addressed it, took responsibility and are fixing it! All without additional costs to us! A responsible and professional company in an industry where we've had disappointing results with customer service.

Have a pool and pond problem. Very helpful staff helped with the pool then directed us to the pond experts All good information

Really unfortunate experience with the service dept. Hired them to open my pool and paid $400. They opened the pool & did not finish screwing down two of the anchors. I conversed with the service dept about someone coming by to finish the job. I had no problem waiting for them to come and do this. The service dept told me I had to pay another $187 for the service call plus $18 for the two anchors. I just finished paying $400 and now I have to pay them to come back and finish the job? Service dept then told me they would come for free on the 30th of June. I took the day off work & waited. No one showed up.emailed the service dept again, no apology from her & all of a sudden I have to pay $187 again for them to come by even though they just told me they would come for free. Really disappointed. I spend 100’s of dollars every month on chemicals for my pool and hot tub. Will be going elsewhere for my chemicals now.

I have been buying my pool products here for almost 4 years. Whenever I have had any issues, they stand behind their products and provide great service. They are helpful and knowledgeable about any of your pool needs. I am going to give them all my business including opening and closing of my pool. Highly recommend this company.

We bought an older home with a pool that had all original equipment, this was our first pool and we were a little unsettled on how to make it right again. Went to Pioneer pools Burlington met Tyler and he was very knowledgeable, sweet and patient…he went above and beyond, his customer service is the best I’ve seen in 40 years …. Thank you Tyler …Pioneer Pools is lucky to have you and so are we …

10/10 would drive like a psycho while reading a big business on my vehicle. If I was nasty I'd just take my dash cam footage to head office. Just a nice heads up for your employees ;)

Great experience dealing with Brett with our first hot tub purchase. Easily handled over the phone. Jason handled the delivery which was seamless and helpful. Went over the basic operation and maintenance. A+ service.

What a professionally run company from the installation of my pool to service, quick response within 24 hours. If I contacted the company at 6: 00 p.m. If there was a problem with a line something little on my pool I had somebody there the next day by 10: 00 a.m.
Dylan one of the managers at Pioneer went above and beyond couldn't be happier

Chris Fry was great, had issues with our liner and stairs, as the quality didn’t turn out the way it was supposed to and he came right away. He took great care of us. Acknowledged what went wrong, took responsibility as a company and took care of us. For the customer service aspect, I would recommend them. They didn’t ignore and turn the other way, he was proactive and provides solutions, that’s what customers deserve.

I have not been in this store in several years and was impressed with the organization of the products into logical groupings, making it a pleasure to shop and browse a bit. I needed some advice on parts for an Aqua Lamp and left quite confident of what to do to fix ours. I found their prices generally competitive and not as high end as I previously had thought them to be.

I ordered a heat pump part from a very rushed fellow and was told I would be notified in 5 to 10 business days when it arrived. After receiving no call regarding the part after 15 business days I called them again and they were too busy so I was asked for my name and number so they could get back to me. After a few days and no call from them I called back and the same routine, leave your name and number and they will call me. Its been a month now since this all started and summer is almost half over. I just ordered my heat pump parts off GuaranteedParts.com. Maybe hire another person during the busy season.

My husband I were looking for patio furniture during the Covid pandemic and took a chance and ordered it online. We were unsure of the process and how to go about it. My contact was Adreanna and she guided me through the whole experience with efficiency and a happy demeanor. She responded to my inquiries, emails and phone calls in a prompt manner. She never once complained about my persistent questions. I picked up the furniture and have been delighted ever since. I would highly recommend this company,

We cannot say enough about the exceptional customer service we have had from Pioneer Pools Burlington. We had some initial difficulties at our pool open and spoke with Maddie and Meg in the service department who then immediately had their manager Chris reach out to us. Chris personally looked after everything with the utmost of care and professionalism. He followed up numerous times to ensure we were satisfied. The same is true for Maddie and Meg in service who worked after hours to respond and to also send a technician named James by to help us with issues we had with our pool. James was kind enough to add us on at the end of the day on his way home. It turned out we needed a bit more help to get things running and we were worried. Maddie provided a recommendation for an electrician to help who was out the next day. Dave the electrician was exceptional! All in all.every single one of the team including Adam and Chris as managers treated us with top priority and went above and beyond to ensure we ended up satisfied with a running pool. We felt so cared about and the level of commitment from each of these individuals should be recognized especially during such a busy start of the season. Special thank you to Chris who took such full ownership of our issues and personally through quite a few visits ensured to exceed our expectations. Clearly an exceptional company that hires such exceptional people to represent. Thank you all! We look forward to continuing to be loyal customers and promoters.

We are so happy with Pioneer Pools! They did an outstanding job with the replacement of our liner and the changing of the colour of our stairs! We have a whole new look and we couldn’t be happier! I would highly recommend them! Adam was incredible to work with and his team was so professional and talented! Thank you so much Pioneer Pools Burlington!

One stop shop for all things pool and hotub related. They even have patio furniture and some outdoor decor.

Had stock of pool filters when others told me 6 weeks. Curbside pick up was great. Price cheaper than Amazon

This was our second experience dealing with Adreanna at the Burlington location, she is fantastic! Given the current COVID 19 outbreak, we purchased patio furniture online using the curbside pick up, it worked out great! Warehouse crew were super friendly and efficient, all safety protocol and safe distancing practices were followed perfectly.and while we ended up having a manufacturers issue with our purchase, one phone call to the store, Adreanna had our replacement ordered and delivered to our home the next day! Amazing customer service! Thanks Adreanna and Pioneer team!

I purchased a hottub in 2018 and the experience was top notch. Brett did a great job of answering all my questions. Delivery and installation met all my expectations. Most importantly, I had a significant service issue just over 1 year later. The issue was just out of warranty by less than 60 days, however Brett from sales and Matt from service worked with the manufacturer to make it right for me in the end.

Great place to shop and excellent service after the sale. Highly recommend this place to anyone. Bill and Bret were very helpful and Jay and Mark did a great job with the delivery.

I don't write many reviews but felt I needed to in this case.
Pioneer Burlington had done excellent job designing and constructing our inground pool a few years ago. This past June (2019) our pool heater had died shortly before the long weekend. The service manager Beata Liszega went above and beyond to get a replacement installed for us asap. We are forever grateful to her and her excellent Pioneer Service team for the outstanding service and effort to get us sorted. I would not hesitate in hiring them again if I were in the market for another pool or simply just pool services.

Pool closing with your staff was perfection! Professionalism and excellent customer service +. Would not hesitate to recommend Pioneer pool closing services to others. Keep up the fantastic work.

I will try to write unbiased opinion based on my over all experience. Sales and warranty, I would rate a 5 Star. Originally I rated the pool closing service a one star, but raising the issue wit management, the issue was rectified right away so over all experience is a 5 Star

Thank you Bret, for your great customer service and assistance walking me through my new Hot Tub. I also want to thank Jay and Mark for a super quick installation, setup and full explanation on the workings of my new Spa. This was a trip of great team work. I'm looking forward to jumping in hopefully tonight.

Worst pool experience. There are so many better options out there. Yes they are big and their stores are huge. But low quality service outside the store and very expensive.

I would definitely recommend this place, based on the service of the store and all my experiences with any employees of the company. If I were looking at installing a pool or hot tub I would go here first.

The staff at the water testing counter have been great, they are not your typical hot tub pool store that try to sell you every chemical and conditioner. The parts counter has been very helpful and friendly.

The one thing I would love to see pioneer get is some tracking for purchase/customers. I would like them to have a record of the money I spend there. Have some rewards and/or make it easier to get warranty on items if needed.

Returns would be made so much easier without have to keep and find that hand written paper. Purchases would be so much easier instead of waiting for the cashier to fill it out by hand.

Monty just came to our house to replace a part. He is by far the most friendly and professional service professional who we have every had come to our house! Thank you Monty for being so great! Your positive energy is is greatly appreciated!

Awesome company to deal with! Have made several purchases through pioneer and often send my clients to them as well! Adreanna aka Guru! Ask for her and she will work her magic!

We cannot say enough amazing things about Adam Mckissock from Pioneer Family Pools in Burlington! A couple of years ago he was the manager who oversaw our pool Reno! He was very knowledgeable, friendly and well organized. Adam recommended the Caribbean Tan pool liner which looks fantastic!
Recently, our pool pump broke a week before having a big relative pool party and Adam quickly sent a crew to install a new pump before the party.
Thank you Adam for your professionalism, organizational skills and helpfulness!
Much appreciated,
The Parfett Family

Pioneer has provided us with excellent post construction service (and the construction was excellent too). They have a new customer service technical system that was so helpful - the tech visited our house, replaced a sensor and send us e-mail with photos showing the work was done.
And I have e-mailed their service department many times with absolutely excellent customer service. Thanks again!

We had an incredible experience purchasing a Fantastic Caldera Hot Tub with Pioneer Family Pools. Talk about some of the best customer service you'd ever experience! Not only are they knowledgeable, but they're very practical too. We bought a floor model hot tub that was shipped all the way from London and was coordinated very successfully. Brett O'Neil is a salesperson who knows his stuff and owns what he sells. Don't hesitate to ask them questions and you won't regret purchasing any product through this company!

Excellent experience, outstanding knowledge of products, chemistry, and great communication. We worked with Brett in the purchase of our hot tub and recommend both Pioneer and Brett for any pool/hot tub purchase or service questions. We were as impressed with the customer service as we were the product. Thank you.

And a year later, we returned for patio furniture. We were treated with the same level of outstanding customer service with Adreanna not to mention an outstanding deal on some high quality furniture. Happy customers, many times over. Thanks for the consistently exceptional treatment.

We purchased a new heater and liner this season, and from our very first question to the final installation, the entire Sales/Service & Installation teams were nothing but fantastic! Each department member we dealt with was not only highly knowledgeable about their products, but also took the time to answer all of our questions (and we had a lot!) and offered quick solutions when we ran into small hurdles. The customer service we received from each and every member exceeded our expectations. Thank you to everyone at Pioneer Pools Burlington!

We are new to the pool industry so walking into a pioneer store was a little like a fish out of water so to speak. However, as we crossed the threshold, we were immersed in a very welcoming environment. I come from an industry where Client Satisfaction is heavily measured, so I have critical eye. The assistance we received from multiple departments has been attentive, informative and specific. Exactly what I look for to make an informed decision. One highlight for us has been dealing with Adreanna. She helped us with a couple of transactions and treated us in an honest and professional manner. I highly recommend Adreanna and the Burlington Pioneer Pools location for all your pool and pool accessory needs.

We bought a new spa at Pioneer Pools in Burlington. The sales representative, Brett O'Neill, did a great job of showing me the appropriate options. After choosing the spa, a timeline was set in place. It was delivered on time by an excellent crew led by Jay. They had to remove our old one and put the new one in place. It was done smoothly and efficiently. He explained the basics to me before leaving, and Brett followed up at the house. I was very impressed with the professionalism in the showroom as well as the delivery. Thank you!

My partner and I were very pleased with the product and professionalism of this company. We had the assistance of Adreanna who was very knowledgeable and helpful as we decided on the right furniture for our patio. The delivery of the patio set was done efficiently and professionally by the movers, considering it involved delivery to a house on a small street in downtown Toronto. Unfortunately, there was a slight manufacturing defect with the one arm of the sofa, but Adreanna was very responsive and we very quickly had the replacement sofa delivered to our back yard. We went with the Victoria patio set and are very happy with it and we got it at a very reasonable price. We would highly recommend this place for their great service.

A customer for life! Tyler & Brian went absolutely above and beyond. I was simply relaying to them my frustration with a manufacturer over a warranty interpretation, (costing me $$$), and without me asking, took care of the issue, no questions asked!
What's this kind of Customer Service worth? Priceless!
Thanks to all!

Recently purchased a Spa from Pioneer Family Pools in Burlington, such a great experience with Brett and the team. No high-pressure sales techniques, very patient with questions, explained all the features, functions & benefits to us, this was very different to some of the competitors we experienced in the area. Brett was responsive to follow up e-mail questions as we made the decision over the following weeks. Delivery by the team was professionally handled, on-time and installed exactly as the team outlined, the team also coordinated the electrical install (included as part of the package). We were not able to attend the post start-up tutorial in the store, Brett came out to the house and delivered the chemical kit without hesitation, going well above & beyond what was expected. We have used Pioneer for a number of years, and purchased an outside dinning set 2 years ago, uncovering it after the winter we notice an issue with the top of the table, we came back to the store to discuss the issue, Adreanna was on hand to help out. Pioneer contacted the manufacturer who would not honor the warranty, Adreanna offered a couple of alternative table choices for us and made sure a credit was issued to replace the table without question. Another great example of outstanding customer service.

Experienced staff who know pools, explain what needs to be done to service your pool, and then complete the work to a high standard. Our pool is at the bottom of a steep hill so servicing it is difficult. Last year Pioneer Pools took on the challenge of completely retrofitting it: converting it to salt water, installing permanent stairs, new lines, a gas heater, and new liner, and pouring over 1,000 feet of concrete deck. The crew manager, Dillon, was superb in his communication skills, work ethic, and high standards. Adam McKissock, the manager at the head office, was knowledgeable, efficient, and accessible. He gave us excellent advice. Pioneer Pools deserves five stars.

I highly recommend Pioneer Pools to anyone who is looking for patio furniture. The service we received exceeded our expectations and we felt sincerely taken care of. We never felt pressured and we were given many options to help pick one that suited our needs. The delivery was fast, fairly priced and there was not one piece of garbage left behind. It was nice to come home to everything set up perfectly. We will be back for all of our outdoor needs, especially for our pool one day!

Great customer service, whether you are dealing with service, parts or the testing desk. Highly recommend Pioneer Family Pools.

Fantastic helpfull service and tons of selection. Adrianna was fabulous, she helped us look at our options and find everything we needed. Can't wait for our new furniture to arrive!

Pool installed last year and excellent experience from start to finish. Crew on site was fantastic. Anther post mentioned young kids not trained but that was not what we experienced. Young adults working hard, very respectful and professional. Our neighbours are in the process of install with Pioneer with our recommendation. Opening this year was not satisfactory however we received a response in less than two hours with assurances to rectify situation.

Many thanks to Maddie for all her help when we were looking to purchase our outdoor sectional! So happy with our purchase and Maddie was just awesome, thanks again Maddie!

The team at Pioneer Pools is absolutely amazing to work with! Bill Hendle made the experience of purchasing a hot tub easy! He helped me select the hot tub that would be right for my family, coordinated the delivery and the electrical hook up. The delivery team from Pioneer (/Jay and Mark) were on time, professional and nice to work with. Special shout out to Will from Calibre Electric who saved the day by fixing an existing electrical problem that almost prevented us from being able to hook up our new hot tub!

There are several pool supply options in the Oakville/Burlington area but recently Pioneer Pools in Burlington has become our go-to destination. They have a great selection of supplies and patio decor/furniture in a well designed store, but it was their attention to detail on a recent custom order that prompted me to write this review. They have great attention to detail and are very responsive.