Pioneer Family Pools & Spas

Just Want to Say Thank You to the Pioneer Pools team for Installing our 21' Pool this Summer. A Special Shout Out to our Sales Representative Jim Jordan for Guiding us through Stress free and Answering our many Questions to Complete this Project. Thank You.

I have used pioneer for last 2 years for water testing twice this year they told me to empty the pool first time 58% of it saying chlorine lock second time 61% same thing but with the second it was green after we were gone away I called other companies and they all said you do not drain a above ground pool. They also sold me chemicals to add including 10 litre chlorine which If locked why would I add, dumb on my part. The time they told me dump with the algae I went to buds for a second opinion who gave me the proper stuff to literally clear it up and not drain the pool no other pool company is surprised when I say they told me that and sell me products I may not need for the issue. Very disappointed

We purchased our hot tub from pioneer pools and we have been so happy with everything. Our sales guy Dale was excellent, super knowledgeable, and went over and above. Being brand new hot tub owners, we had a ton of questions and he helped us through the whole process. From purchasing, to sorting out delivery, and even trouble shooting set up, and then helping us understand everyday care. Dale was always a quick call away. We absolutely would recommend purchasing from them. (Side note: I highly recommend doing a wet test in store…. It helped us pick the right tub/jet placement and seat lay out with no regrets)

Thank you to Chris and staff for the exceptional service and expertise! We couldn't be more delighted with the finish product.

Nick M.

I had a few questions on how to extend my pool use into the cooler weather.

The team here suggested a few solar pads that float in the water which are performing quite well.

Very happy customer.

We have been a customer for over 30 years and we are on our 2nd above ground pioneer pool and also purchased a hot tub from there. This is the first time we have had an issue with a product which was covered under warranty. We have been trying to deal with 2 locations and have been getting a huge run around. AFTER 6 months with no resolution we tried to go to head office Customer Service. No one returns the calls or messages and mailboxes are always FULL. EXTREMELY POOR CUSTOMER SERVICE. Is the way treat loyal customers?

Thank you for responding to this review and for your attention and resolution to our issue. Sincerely, Sandi Marson

We have recently moved into a home with a pool and things felt overwhelming at first especially with some recent issues.

First we tried a local business here in Waterdown as we like to shop small and couldn’t believe the level of unprofessionalism that came with service. Cigarette buds left on our patio, no customer recognition when coming to open our pool (almost felt like we were visitors in their home), no explanation of anything and worst yet, I had to call this company multiple times as there were leaks because of the work they had done. Then we called another company to contrast and compare and experienced a similar problem. We were beginning to think this was just the way pool companies operated.

We experienced yet another leak and had the first company take a look, immediately, they told us we needed a new pump- without even expecting, they just asked me to send text message photos and wouldn’t come out (even though they were the ones that had opened our pool and installed a new heater, where an inspection of the entire system was paid for and included in the service offering)

I decided to get a second opinion with Pioneer and I am glad we did. They were professional right from the start, very quickly I realized that they were the best run business of any I had Already dealt with. They quoted the new pump (as I told them that’s what I needed) and provide an installation date. On installation date, the gentleman was knowledgeable, professional and quickly told us that we didn’t need a new pump. He explained why e could potentially have a small leak, tightened all the bolts for us … and voila… the next day…no more leak! I will now give every penny to pioneer! Thank you for your honest and trustworthy service!

Not a great overall experience. Lisa, our sales rep, was great! However, everything else was garbage.

The "plumber" is a child. A literal 16 year old boy who doesn't know what he's doing. He left our pump on the wrong setting and it was leaking water for god knows how long. We got an apology from the sales rep but that was it, no compensation for our lost water.

They need to hire professional people to install the pumbling system so there aren't any problems.

We still don't know when to add in more salt because that was never explained to us.

I wish I had a better review to write but honestly overall the experience wasn't good.

Happy to have a pool now but I hope we don't run into any issues.

We purchased a final sale pool ladder and after getting it home and realized it had a slight defect we were still able to quickly and easily return it. The staff are friendly and knowledgable and it was an overall pleasant experience, would definitely recommend for my pool needs!

Huge shout-out to Chris, John and the team at Pioneer Pools! This is the 2nd pool we’ve had installed by them and the service, knowledge and professionalism, continues to remain their number 1 priority. Thank you once again for working with us (and in our budget) to turn our backyard into the perfect oasis.

They never call back and if you call Lynn they’re always too busy and say let me take your name and number and we will call you right back I’m still waiting for one for two weeks ago

We've been coming here for all our pool needs. Great selection of outdoor seating options. Pool supplies and parts always in stock. Professinal staff.

Always great service at Pioneer Family Pools! Carl is very helpful and knowledgeable and takes his time to explain everything. We highly recommend Pioneer Family Pools for all your outdoor needs!

We had purchased a spa through Pioneer after another local pool/spa business was giving us the “runaround”. The staff are knowledgeable, up front and professional! I would HIGHLY recommend the team at Pioneer

Always great service and attention. Everyone is always eager to help and make sure all questions and services are attended to. Thank you everyone at Pioneer Pools!

Micheal when asked for help locating product from another location he really didn't want to help. When I spoke to manager carl he brushed me off. Service in Burlington much better worth extra 5 minute drive

I had an issue with my pool having a bit of algae. I brought in a sample of water to get tested they told me what I needed to get to solve my issue, now my pool looks back to normal. Thanks for all the help!

We had an on ground pool installed in 2016. From the planning, installation and maintenance they have been amazing. They have been extremely helpful with maintenance. I need to give a shout out to Anna and Chris. They have always been there to help with our little or big questions.
With our pool we receive a lot of compliments and thank Pioneer for all of their help with picking out the layout and liner.
Overall they make owning a pool such a breeze!
Again thank you Chris and Anna you guys are awesome!

I come here to test my pool water samples. The employees are always friendly and happy to help. Their products are fairly priced. And the staff is also very knowledgeable.

Great service! After a disastrous experience with a different local pool store, I went to Pioneer and couldn't be happier. Placed an online order for curbside pickup, and while there was a slight issue with the process, it was handled quickly and properly by Carl. Any company can experience a glitch, but it's how they handle it that matters and these guys scored top marks. Excellent job by Carl and the rest of the staff at the Rymal location. Thanks!

We just moved in to a house with a pool - first pool I've ever owned so obviously I was nervous and excited to learn all I could. Stephanie D from Pioneer helped me out every step of the way. She went absolutely above and beyond. I sent in pictures of the chemicals we had on hand and she detailed each and every one in an email for me. She was quick and dependable and it felt like a safety net, which I desperately needed.

It wasn't ideal to have to handle this in a lockdown but Stephanie at Pioneer did way more than I expected she would to help me get comfortable and get our pool sorted out.

They have my loyalty going forward.

I have been dealing with Pioneer Pools on Rymal Rd in Hamilton for several years all the staff there especially Carl are always so knowledgeable about any pool related products they also have the Friendliest staff as soon as you enter the store they greet you with a smile and are always willing to help you with any questions you may have. They also have such a beautiful showroom with lovely patio furniture & accessories for your backyard Oasis Keep up the great work Pioneer Pools Rymal Rd

Would like to thank Christina for the great service I received today. Had trouble ordering online as we don’t have a PayPal account. She explained it all to me went and got my product. Thank you again from a very happy senior.

These guys really set the bar with regards to customer service. We shopped a few pool companies before deciding in Pioneer and no regrets at all. Follow up service has been amazing too. Strongly recommend.

We originally purchased our pool and all required equipment from Pioneer on Rymal in Hamilton a number of years back and have purchased some required parts from them in the past with no issue, but recently that has not been the case. Went to them last week for a set of o-rings for the pool heater connections which go pretty regularly and they told me I had to purchase the whole coupling for 50$ when all I needed were the O-Rings, which was not acceptable. Got in my car and drove 2min down the road to The Poolshoppe and picked up the o-rings for under 5$, guess where I will be going again for my pool needs in the future.not Pioneer Pools thats for sure

Carl with absolutely amazing to deal with! He was able to assist me with the purchase of a filter by email during the lock down. The entire process with seamless. Amazing service Carl thank you so much

Summer 2020 Inground Pool Installation. We could not have been more pleased with our pool installation from start to finish. Chris Switzer walked us through the process from start to finish and ensured that we were happy upon completion. The team was very professional and efficient and all the work was completed in a timely fashion. We would like to thank Chris and his team for all their diligent work through these difficult times. We highly recommend Pioneer Pools!

Thank you Anna for all your help and getting the job done. Every time I need a part for our pool, Anna steps up and with confidence gets me the correct part. Her patience, knowledge and experience is much appreciated.

I can't say anything but great things about Pioneer Pools in Hamilton. I have purchased two pools from them in the last 6 years (bought an above ground pool 6 years ago and upgraded to an inground pool this past fall). Both Dale and Chris were absolutely amazing to work with. In the beginning, Dale walked us through all the steps from planning, purchasing, permits and so on and even after all was said and done, he remembered me and my family and would always say hello when he saw us in the store. 6 years later Dale introduced us to Chris who helped us turn a dream of having a backyard oasis into a reality. Chris was engaged throughout the entire process from start to finish and always had our best interests in mind with everything he did.

Now, to me that was just about the sales process. What I find truly sets Pioneer Family Pools in Hamilton apart from everyone else is the post sales treatment. The word Family is in their company name for a reason. Every time I walk into the store to get my water tested or because I need to get some chemicals, accessories or parts, they want to help to make sure you aren't just buying things, but that you are getting what you need. As noted, if Dale or Chris are in the store, they make an effort to come over and say hello and are always checking to make sure everything is going ok. They really make you feel like a member of the family.

Thank you Chris and Dale and everyone at Pioneer Family Pools in Hamilton!

Great Service through and through. Dale was awesome when we purchased our plug and play hot tub. Delivery was on schedule with no suprises.

Our pool journey began April 2020 with our initial meeting with Chris. A pool can be a daunting task for home owners but Chris was excellent at breaking everything down and explaining things. As this was our first time purchasing a pool, we were unsure of what to expect. Chris did an excellent job of running through all the stages of the build. Mike was our builder and he was really awesome to deal with. When the day finally came the excavation team was excellent and super quick. It only took roughly 6 hours to dig the entire pool! Mike's crew was excellent and very fast and professional. The entire pool build took 3 weeks and 2 days. Pretty quick overall. We are very happy with our new pool and with all the guys at Pioneer for making the experience pleasant during stressful times!
Thanks to Chris, Mike, Shawn and all the crew! The Connolly family

Exceptional Service with a Great Team

This is a little overdue of a review as our pool was dug the beginning of July. But we've been swimming and enjoying it ever since.
The team at Pioneer pools is beyond exceptional starting with Chris from sales to Johnny's crew they are all unbelievable. Their timing was impeccable from digging to walls being built to concrete. It doesn't get any better than Pioneer family pools. Don't hesitate to give them a call for all your pool needs if you're looking for professional, knowledgeable, friendly and exceptional service.

Thank you Chris and team.
Greg & Donna

I am failing this company on its poor communications. I reached out to the Hamilton branch on a number of occasions to firm up a price quotation for a new pool. After several attempts, Chris finally called back to inform me they do not cover my area and Greg is the contact for Pioneer Pools in the Niagara region. It so happens we are located between Hamilton and Niagara. I left multiple messages and text on Greg's phone.no reply. Simply bad business practice to not respond even if you are booked up for the season.at least show interest in keeping clients and potential clients informed. I can only imagine what it would be like trying to reach them once a shovel goes into the ground.speaks volumes as to how they will treat a customer if there are any issues.

The last patio set we purchased has lasted over 20 years so we thought we would give them a try again. Very nice patio sets on display, purchased and received a few days later. Unfortunately one of the legs was bent on the sofa, no hassles or or issues, with in a few days they delivered a replacement sofa. Enjoying every minute of it!
Thanks Ashley for all your help.
Would defiantly recommend Pioneer Pools

I had a very hard to resolve issue with my water and Carl at the Rymal store was an amazing source of knowledge and assistance. He always responded promptly and helped me step by step. Thanks again Carl.

I’m extremely happy to have chosen Pioneer Family Pools to build my backyard oasis and I cannot thank Chris enough for all his help. I learned a lot from him benefitting from his prior experience as a pool builder. He was always there for me and had answers to all my questions guiding me through the entire process from beginning to end. I never thought I could have a pool in a small backyard but Chris showed me it was possible and together with Outdoor Lifestyles they did an incredible job. Thanks to Chris and everyone at Pioneer Family pools for bringing my family’s dreams to life.

Had a pleasant and very educational/helpful purchasing. Lots of communication from sellers end (Dale). Very helpful and informative.
And a big thanks to the hard working guys who set up the tub and made it all fit perfectly and taking time to make sure we were happy. Thanks for a great over all experience! The tub is amazing! Can't wait to use it!

Dale was very knowledgeable, helpful, and answered many of our questions. Dale was easy to talk to, stayed in contact with us to see if we had any concerns, and would get back to us in a prompt manner. He even came in after work to help us and came to see how the install was going.

Price gouging on liquid chlorine. Why can't you use your own proper chlorine pails instead of having to buy new ones? You pay for the no.of pails (by online or what they do now at hardware stores) drive around to the back, distance yourself, leave for attendant, have filled, vice versa, drive away. Simple. $6.00 instead of $20. And no boatloads of empty pails at home.

Dale is a great guy to deal with, he makes sure everything is perfect, corrects anything not right very quickly! We are very happy with the service. I highly recommend Dale and Pioneer Pools

Had a technician show up to look at my hot tub and fix a possible leak. He reported no leak, even though the water level dropped daily. Months later I had another technician from another company come in and their was clearly a leak. The cost to get this company to view my hottub was equal to having another company fix the problem. I’m disappointed.

What is it with sales people that take your info, promise to look into pricing for something and call you back - and then never do? What else could you possibly be doing these days? Happened twice so I'm done. I just don't get it. Brutal

We purchased a pool a year ago and we were very happy with the service from start (choosing the pool best for our yard/needs) to the finish of the installation including the companies they recommended for the electrical and gas work for the heater. It is truly a one stop shop.

Our sales representative, Dale Craig, goes above and beyond. He is always quick to respond to our emails about questions we have regarding our new pool. This season, he reached out to us to see how we were and if we needed anything as we get ready to open.

We have had a pool in a previous house and dealt with a different pool company and we never had personal customer service like this there. Highly recommend Pioneer Pools!

Excellent customer service. Purchased our pool over a year ago. Any questions or concerns we had were always addressed and answered. Dale, Dylan, Noah and the whole team have been great to deal with. Pioneer Pools Hamilton definitely stands by their product and has a great team representing them.

Delivery guys Jay & Mark were amazing! They were professional, super friendly and very quick! I can’t thank them enough for making the delivery process so easy and stress free! I cannot wait to try our new backyard addition! Thank you both so much!

Dale was very helpful, friendly and patient during and after my hottub purchase. I'm very happy with the quality of product and service from Pioneer Pool staff, including the delivery guys. Thank you Dale and team!

Pioneer did a great job with tons of options provided from lights, liner, features to size/shape. Very easy to work with and they were always accommodating to changes through the design process. We had a small liner leak and they diagnosed the issue promptly, covered our water/chemical costs and had the liner replaced on our schedule so not to lose prime swimming time.

Highly recommended!

My wife and I put an inground pool in spring of 2019. The weather couldn't have been worse bit the installers showed up every chance they could to complete the installation. Chris Switzer from the Rymal Road location is the man you want to work with. He always made time for us and answered all of our questions, and then some. The level of service to date has been incredible and we really appreciate everything. The cost of our 19x 35 ft onground pool was very affordable. This pool is one of our best purchases for our family. Thanks especially to Chris at pioneer.

We were anxious about making such a big purchase. This would be our first pool and it felt like there were a lot of decisions to make. We needed a fence, landscaping and really didn't know what pool was best for us. Working with pioneer reassured us that we could do this and they would be there to help. 2019 was the best summer because of our beautiful pioneer pool.
Chris from pioneer helped us every step of the way. He helped us select the best pool for our yard and connected us with the professionals we needed (fencing, gas, electrician, landscaper) All of this was done while respecting our budget and supporting us to get our dream back yard.
The great service didn't stop once we had the pool. They checked in with us regularly to see how things were going and taught us how to take care of it.

We went with the 17x30 on ground pool.
When investigating pools I wondered about the list below. I hope my answers from our experience will help you:

Where should we buy our pool?
-100% pioneer. They are honest, fun to work with and care about quality service

Salt vs chlorine?
-That's preference but we did salt and it has been extremely easy as a first time pool owner. Lots of use with minimal work

Heater or no heater?
-We did heater. It's worth every penny. We went swimming in perfect water all season and had an extended season because of the heater. Our pool will be open May-Oct because of the heater

Lights or no lights?
-Worth it! We swim in the evening under the stars with our pool glowing like a tropical resort.

Steps or ladder?
-We did steps. Anyone that has come over and owns a pool with a ladder say they wish they did stairs. We won't ever wish we did a ladder.

It's Christmas Day. Only 63 days until we swim again. We're counting down the days
Yes Santa brought us floats for the pool:)

Lori King

Bought my above ground from Carl in October 2018. Everything went as planned with June 2019 delivery and set-up. Flexible when I needed to reschedule. All staff very professional and courteous from the kid who delivered the materials to the two who came out with the bobcat to the installers. All cleaned up after themselves and left minimal mess for me to deal with. Minor issue with the heater, but Carl was in it immediately and the matter was resolved without incident. Very happy with the level of personal service and would recommend Pioneer to anyone.

Terrible service and communication. These folks didn’t clean the water bags on opening my parent’s pool. They also didn’t clean the cover, and just rolled it into a massive ball and left it sitting in the middle of their yard. Then they were told that cleaning the bags and the cover was an extra cost. Parents would have gladly paid this extra cost, but they weren’t told until Pioneer left. All it takes is one bad experience and they’ll never use them again. Nor will I for my pool.

My polaris p825 automatic pool cleaner stopped working took it in to Carl Hayes on june 6th. Carl called me to let me know it was the motor fried and could cost 700 dollars to replace. He suggested that i get in touch with polaris/zodiac as the 2yr.warranty had exspired which is good if you live in florida here its really a 8 months of use warrant! After sending 2 nastey emails and 1 bad review i got some attention and they covered the repair. THANK YOU CARL!

My wife and I went in to see about a hot tub. We were there for about 30 minutes and we received no assistance what so ever. No one came over to see if we needed any help. So we left, as we were pulling out of the parking lot we noticed the staff. There was 4 of them literally sitting around the check outs socializing with each other. I am sure Pioneer pools we would greatly disappointed that they missed out on a large sale. So we are going over to Beachcomber hot tubs. The service their is amazing. They will definitely be getting our purchase of a higher quality hot tub. Shame on Pioneer pools, I think you need to cracking down on your staff at your Hamilton location.

I went in looking for some advice for chemicals to help my green pool turn blue again. A sales person named Lindsay helped me, she knowledgeable and kind. She explained what would help instead of trying to sell me on multiple items I didn’t need. What they told me to do worked.
I went in another time and Lindsay helped me find a patio set that was perfect for my deck. I gave her my max price and she stayed within it.
Every time I go into this store the service people are efficient and helpful. I will continue to go back as I trust that the staff will always be honest and helpful.
Keep up the great work Pioneer Pools.

I have been clients of Pioneer Rymal Road in Hamilton for more than 4 years now and the main reason is that I love the personalized and excellent customer service the staff in the store has given to us any time I go there.the last two years I have discussed all the needs for our pool and spa with Carl Hayes, who has always been very professional in advising the best option for our needs. Carl and Josh were very helpful when deciding the robot that would better clean our pool. Thank you very much Carl and all the staff at the store.

Luis Lasso

Pioneer Rymal Road, Hamilton is my place to go when need advise for the pool or spa. I have discussed my needs with Carl Hayes for some time now since he is very knowledgable and has excellent customer service.

Hilda María Arango

Dale has been a great help with all our pool needs. He is really knowledgeable and approachable. Each time we were at the store he found time to answer all our questions. He went as far as visiting our property to make sure there are no issues.