Pioneer Family Pools & Spas

Great experience purchasing our first hot tub. Mark was able to answer all our questions quickly and he was able to get us the tub before Christmas which is truly the best Christmas present. Thank you Mark at Pioneer Pool!

Pioneer has a vast selection of pool, spa and patio products second to none in Waterloo Region. The staff are knowledgeable and always super helpful.

Went into Pioneer Pools (Kitchener) with a pool closing problem and Rob explained the best way for me to close my above ground pool, saving me money and hours of time. I highly recommend Rob and the store.

Staff in the store were very friendly and kind when I came in to purchase pool supplies.

However, I have called nearly 10 times over the past week to book my pool closing and can’t even get someone to answer the phone. I get its busy season, but not even a voicemail service to help people?

My business will be taken elsewhere.

Great experience researching, reviewing and having a million questions answered before we purchased our first hob tub from Mark Dobbin at the Kitchener location.

His customer service is top notch! He is very knowledgeable, friendly and accommodating. He made an onsite visit to help determine accessibility and placement and arrived on delivery day just before the hot tub to go over the basics. Mark exceeded our delivery timeline and co-ordinated all the services we needed to get our hot tub up and running same day! And the service didn't stop after delivery - Mark was very responsive at near all hours to answer even more questions!

Thanks Mark, Pioneer Pools and their support services for making this a wonderful purchasing experience!

Purchased the Kelowna Gazebo from the Kitchener store. Was fortunate enough to deal with Barb and she was amazing. Fantastic customer service which is often hard to get these days. Can’t wait until the Gazebo arrives so we can enjoy our hot tub on those cold winter days. Thanks again Barb.

July 30th, 2023 I went to their Kitchener location for a water test and buy glue to fix a leek in my pool. They close the water testing at 3: 45pm they said, but their website says they are open till 4pm and Leah refused to test my water when I arrived at 3: 51 pm, with. No mention of this on their website. I have been a loyal customer since 2009 when I installed my pool and purchased the entire pool package from Pioneer Family Pools and over the years I have purchased a discharge pump, sand filter, Hayward pump, and a Dolphin pool cleaner, plus numerous pool chemicals. I was shocked when Leah refused to have the girl test my water, eventhough the girl was still there doing a test for another customer. Very poor judgement on Leah's part. I will NEVER go to Pioneer Family Pools again because Leah made a very bad decision and did not use common sense, and upset me beyond words after all the business I have given them over the years over 6 minutes on a non website posted time. I will tell my friends who have Pools exactly what happened and they will listen to me because of respect me
My pool business will be with Beachmount Pools

Throughout our pool experience with Pioneer Pools, Logan was very helpful, knowledgeable and took the time to answer our questions. He was quick to respond to emails and we never felt pressured any step of the way. I would highly recommend working with Logan when you choose to put in a pool.

Want to thank pioneer pools and Logan Rapp, for a job well done. Very happy with the price, installation.

Thank you for all you effort,
Doug Laking

We had an above ground pool installed by pioneer pools almost twenty years ago and have been going there ever since. When we decided to redo our backyard, Rob was there every step of the way to help us with our outdoor oasis. He worked with us on our in ground pool installation and was there every time we had a question. Barb has always been fantastic when purchasing furniture there. Our backyard looks awesome thanks to Rob and his team. I highly recommend them. Thank you pioneer pools!

Great staff. Very helpful. Water testing available. Very knowledgeable
Comparable pricing.

Worst customer service experience I have ever had, would not recommend Pioneer Kitchener. Our pool was installed incorrectly and Pioneer took zero responsibility, blaming their sub contactor. Rob should be ashamed of how he handled our situation after the amount of money we spent.

Hottub staff are not helpful at all. They sell you everything and more. They don’t
give proper instructions at all of maintenance and chemical use.

I purchased a pool from this place this year things didn't go perfect but it was ok and they always have everything I need for the pool and the staff are nice

Purchased and above ground pool. Ryan was amazing and took care of everything. The entire process was seemless, installation was perfect, and even had an orientation on how to properly keep it clean and use the chemicals. If anything was missing in the package, just had to go to the store and they would replace what was missing.

Nothing bad to say about the experience at all. Would recommend anytime.

Very pleased with our salesman Mark. Very knowledgeable and quick to get back to us every time we had a question. The delivery team johnny and Nate were very professional and knew what what they were doing. Would buy from them again.

Purchased our patio furniture from here! I can’t say enough about the customer service Barb gave us in getting our furniture to us before our event. We are so thankful! Barb was great to work with and went above and beyond!

We got an above ground 18' from Pioneer Pools.
Mark D was absolutely amazing in providing exemplary customer service during the entire process. The sale process was a breeze. The crew installed it the same day, left the backyard spotless and were very professional and efficient. Mark put it in very simple terms how to keep the water chemistry top notch. He was always available with post-sale help and instructions. We had zero issues so far and expect to use the pool trouble free for many years to come.
Excellent customer service, rare treat these days.
Thanks Mark!

Bought an above ground 18’ round pool from Pioneer pools. First off, the sales rep Ryan was amazing and quick to respond to all of my questions, never push to up sell but was incredibly helpful. Once the pool and options were chosen, we were quick to be informed what week the pool would be installed. The installation process was flawless and easy- we did not have to do anything! Everything was explained, the workers were on time and very knowledgeable. I was so pleased as given the certain delays these days (covid), I did not have any and the process was seamless. I would highly recommend Pioneer pools for the pool and installation and would encourage any one to deal with Ryan, he was fantastic! My kids are so happy and so am I, I am excited to have a pool that’s going to last a very long time!

First time pool owner. Very nice and informative staff, lots of options for outdoor/pool furniture and accessories.

The hot tub installation crew was great! They were professional, courteous and very quick on the offloading, placement and cover installation of our new hot tub. I would highly recommend anyone to order their hot tub through Pioneer Pools.

This was an all-around great experience. Mark at Pioneer was incredibly helpful in making our purchase and in keeping us in the loop with schedules for delivery, etc.and the delivery - WOW! Jay and Jason were absolutely incredible, professional, friendly and so great at their nearly impossible job of maneuvering this 1100-lb tub to the exact spot under our deck. I highly recommend Pioneer!

We decided on a pool late in the season and were thrilled that Pioneer was able to get ours in late this year so it is ready for the start of swimming season next year.

Very happy with the service Ryan and his team provided. I was particularly impressed with how meticulous they were levelling the ground for it. Ryan even came out and personally helped me close it because it was too late to take their pool owner’s course.

Can’t wait to swim next year and I’ll added some pics when it is fully operational.

Thanks guys, your good reputation in the K-W area is well deserved!
Sean
-
Just to add they were uber responsive this spring in coming out to fix a couple of plumbing leaks because we couldn't run it in the fall. Had a great summer in the pool. Held up to use and abuse by groups of 10-12 year old boys like a boss.

They stopped doing water tests and when my brother priced a new pool pump, Pioneer $600 Beechmount $360 for the same pump.

Purchased all our summer patio furniture here. Barb always went above and beyond to assist us. The customer service has been amazing! They even stored our furniture for a few months while our patio was been completed and then provided free delivery. I would highly recommend shopping here.

Such a fantastic experience! We were slated to have our new inground pool installed at the end of October 2020. It just got too cold so we patiently waited for spring 2021. Our new pool replaced a much older and dated one. We were able to plan out the backyard space and Vic, the pool installer made it a simple process in helping with the design. It took about 6 weeks start to finish due to some rainy weather that didn't allow for all of the concrete to be poured on schedule. The work crew were professional and very friendly. Everyone at Pioneer Family Pools from Rob in sales to Barb helping us with decor and patio furniture has been amazing! Any questions we had or items we needed were addressed promptly. Great team at Pioneer from start to finish!

We bought our pool from Pioneer in Kitchener 3 years ago. We also have them open and close our pool each year. The staff are helpful, knowledgeable and respond in a timely manner. A special shout out to Mark, Sandra and Tim! I would recommend Pioneer Pools in Kitchener!

Great service and great products! Everyone we dealt with, whether is was for the purchase of patio furniture and our pool, or its installation, was courteous and knowledgable. Special thanks to Ryan, excellent service! We highly recommend.

May 12th Delivery day for our hot tub - after some initial frustrations we are very pleased with the product, the delivery, and the customer service. I would recommend Pioneer Pools because even when things don't go exactly to plan - they are committed to getting it right.

May 3rd 10am We ordered a hot tub specifically because of the delivery date and wanting to support a local, small business instead of a big fish corporation. Customer service was pleasant and helpful at first - and was very clear that our delivery date for this week could be accommodated, so we ordered and placed our $1000 deposit. Follow up was frustrating at best - many phone calls and emails needing to be placed. Not only did they tell us AFTER ordering that our hot tub may need major electrical modifications that we weren't expecting (and our electrician hadn't ordered for) but in addition to that, they waited until the week of delivery to let us know that it would be ANOTHER MONTH before our hot tub could be delivered. A quick search online of the major corporations puts a tub in our backyard in the next few days.
May 3rd 5pm Great follow up from Ryan and Courtney to immediately see that our needs were met. Looking forward to hot tub delivery on May 12th and will be sure to adjust review (again) accordingly to ensure that others know how quickly action was taken to provide great customer service. Thank you both.

Our experience with Pioneer Pools and Rob Gray was fantastic. He is a great representative of the company, and the information and expectations he gave us were superb. There is a reason this company is so busy and in high demand - we totally recommend!

We ordered a new hot tub in September 2020. Due to Covid it was delayed, not Pioneer's fault and expected in this crazy world. Our salesman Ryan kept in touch and updated us along the way. We had our hot tub delivered today. Excellent delivery team! They were professional and knowledgeable, answered all our questions. We also purchased a pool in the spring of 2020 from Pioneer and had a great experience as well. Highly recommend!

My pump went the evening of December 24th and we went into panic mode thinking we were doomed and were to replace an $18,000 hot tub. No problems - Pioneer service tech said he'd be there Christmas morning and at 9am he had diagnosed the issue and replaced the pump. Customer Service taken to the next level. So impressed and grateful.

From initial contact with Ryan to sale of the pool we couldn't be more happier. My father's been dealing with this company since the 80's. Can't wait for the install now!

We purchased a hot tub and they were amazing, from purchase to delivery, everything was perfect. Thank you!

We got our new Hot Tub today. Service was excellent. Jay & Mark were extremely friendly and knowledgeable! They even lifted our gazebo over the hot tub. We are very excited to try our new tub and very happy we purchased from Pioneer!

We've just recently switched our business over to Pioneer from a hot tub competitor down the street from them. Pioneer has been just fantastic to deal with. Their prices are easily 33% cheaper than what we were paying at the last place, which almost makes me sad to think about all the money I would have saved had I just walked into Pioneer years ago to check the place out! Their staff are also very helpful and friendly, which was another issue we had been running into at our old place where staff just seemed cranky every time we'd come in!

Very pleased with all our recent dealings with Pioneer over the last few weeks as we've addressed some issues with our swim spa and gotten prepared with cleaners and chemicals to dump, clean and refill it this summer. Will update this review should anything ever change!

Just had our new Makena hot tub delivered. From beginning to end the experience has been very positive. After doing some research on various hot tubs, we came back to Pioneer for both the product and Mark Dobbins' sales style. At no time did he pressure us into the sale which I can say was not always the case elsewhere. Questions were answered promptly and patiently and follow up after the sale was always timely. Eight weeks was the promised time for delivery and it was 8 weeks exactly. Kim was very helpful in getting the delivery details lined up and organized. The delivery crew of Mark, Mark D. And Jay were extremely professional and efficient while delivering our new hot tub and hauling away our sad old ailing tub. We are repeat customers of Pioneer Pool and have yet to be disappointed with the service. Thank you!

We have been buying pool supplies for almost 20 years from Pioneer pools. Their service and knowledge is exceptional! Today my husband brought in our Hayward shark pool vacuum, it needed some repairs and we were expecting to pick it up in a few days. It was only a couple hours later that we got a call back letting us know the repair was done. Also the warranty was covering the parts. Again Pioneer pools has gone above and beyond for there customers.

I needed parts for my pool pump.when I called to see if there was such a part they knew exactly what I was looking for and had it set out to front counter waiting for my pickup.they saved me a bunch of money.other pool company wanted to sell me a whole new system.thank you for your friendly service.

Well… Some winter damage to the pool called Pioneer pools in Kitchener for their service and repair was told to send pictures in an email so I did that twice telephoned two more times for a total of three phone calls and two emails requesting some prices and timeline to have some repairs done… Still have not heard back from them that was 43 days ago so I guess once they sell you a product There really isn’t that much interest on their part to help you when you have issues… The only reason I gave two stars is because they do have lots of product… But that’s where it ends. The one good thing is they are not the only game around

Just got our New Hottub, that we bought thru Rob, and service guys installed our new lifter with expertise! Buy from Rob and Barb, Great place to deal with excellent staff, great products and value! I am sure the Service will be great.thx Rob

We purchased a hot tub from Mark Dobbin and the customer service provided by him has been outstanding. There was never any pressure to purchase at any point. He personally came to the house to make sure the hot tub we were interested in was going to fit in the area and that if we purchased that there would be no delivery issues. Mark set up the electrician to come to the house for an estimate and also provided an estimate for the concrete pad. Keep in mind no agreement to purchase anything at this time. We went back a couple of times and he took the time to answer all of our questions/ concerns. When we finally decided to purchase he set up the electrical install and pad install in a very short time frame to ensure this worked to our schedule. Everything was done and completed on time as he had promised. Delivery of the tub was on time and the delivery crew is top notch. Pioneer pools is very fortunate to have an employee like Mark. These types of people are very hard to come by. Even after purchase he stayed late to meet with my wife and myself to pick up the chemical kit and explain how and what to install. Remember store was closed and he never rushed to get us out of there. He made sure we fully understood everything. In closing I would say if you are in the market for a hot tub you need to consider going to see Mark at Pioneer Family Pools. The line of hot tubs they sell are top tier and reasonably priced to anything out there. The customer service provided is above anything I have experienced as a consumer and I am in the customer service business. Thank you for enhancing this very exciting purchase, by the way the hot tub is wonderful.