Pioneer Family Pools Woodstock - Pools, Hot Tub, & Patio

I would give zero stars if I could.waited for 6 years for them to fix our patio that was poorly done only to be told yeah we are not helping you.so we had to spend alot of money and go elsewhere to get a new pool patio.that was ruined right from the beginning.when it says family pools it's really not just a bunch of corporate people out to make money and then you are on your own warranty or not.there is lots of other reputable pool places I can recommend don't shop there.this is for all of the pioneer pools out there.replying to Zoltan we have all the emails from our communications with the company for the past 8 years so you are sorrily mistaken on saying we didn't do the maintenance we have bills to prove it.you just didnt want to deal with it.so don't go trying to make it out like you guys are the good guys!

Steve and the crew were on time, were very professional, very tidy, and done days ahead of schedule. I have never replaced a pool liner before, but I shall recommend them to anyone I meet. A job well done. Thanks for your excellent service…. Rob

The staff is always helpful here. They have the right equipment to test your water for your pool or hot tub, etc. Thank you to all the staff for being there for us when we need you. Also, for being so friendly.

They have the up to date technology for testing water. All done as you wait. And the have a wide selection of chemicals for your pool and spa. Everyone is friendly here so drop on by.

First time shopping in this store. Girl at the counter was rude. Poor customer service
If you don't like where you are working then find another job

We contacted this company for a quote on a hot tub and an on ground pool quote after being recommended by a friend. The responsiveness at first was great and then slowed down after that. We recieved a quote for a hot tub did an online appointment with Dave for a pool and never received the quote. We reached out to him to him multiple times up and including as recently as yesterday and he said he would send the end of last week with still no response. I don't normally give bad reviews but we are looking to spend upwards of 80,000 dollars in our backyard and can't even get a quote emailed to us. Doesn't leave you with a good feeling that things will go smoothly if this is how the sales department works off the get go.

Our friend has had a good experience as have others I am sure but we will be looking else where.

Attempted to purchase pool from Dave Mensink. Tried calling numerous times and managed to get a couple of email responses but when asked for a quote was given too much run around. Getting a hold of Dave was near impossible. Asked for an updated quote and wasn't emailed it. Dave emailed me asking for a payment when he had not even sent the revised quote or the email to e-transfer for. When I tried to contact he was non-responsive. I decided to go with another local company. Pretty sad. Looking forward to your response Zoltan as it seems you like to answer all of these personally. First reached out to Pioneer on Feb 3rd for Quote, given a run around for a month, what do you have to say about the responsiveness of your staff? Mind you he was inciteful when I did speak with him but as I'm new to pools it was sort of helpful. His lack of followup was appauling.

Was going to be a new customer but was advised they don’t except cash I don’t deal with anybody that doesn’t take our currency looking at the reviews I should’ve checked it out before I called them! And of course now the owner is flip-flopping saying they do except cash I was told they do not but oxford pools except cash that’s where I will be dealing from now on can’t imagine a business turning down cash must be all on board with agenda 30

Sales rep was great with responding to emails and explaining the products. Delivery guys were awesome. Came quick and were very knowledgeable and patient while telling us about our tub. Very happy and excited to use it.

Ordered our hot tub here. COVID kinda messed up it's delivery but they were friendly to work with

Needed a hot tub controller. This story starts with me trying to scour the internet for one and all I could come up with was it was obsolete (despite being only ten yrs old). This fact I shared with "Christine" who assured me she could get it.
Bottom line: after waiting a month she got me the wrong part because, you guessed it, it was obsolete and unavailable.
A number of points. After a number of emails, calls, and texts I was asked to repeat all the info (serial # etc) every time. This tells me none of this was ever written down.
After waiting a month I'm now told the "fix" was for me to buy another controller ($250) and another motherboard ($600+) for it to work. (That's kind of like Ford saying " of course we have a new alternator for your car but you need a new engine for it to work).
Multiple promises that I'd be called promptly on a number of occasions only to be greeted with a " I was about to contact you" every time I gave up on waiting and contacted Christine, by phone or at the store.
This all the while when temperatures are dropping and I want to avoid a catastrophe (freeze up).
At one point I was told "if the manufacturer doesn't have one they will make one" (the idea being the same components were used on multiple models and they'd just need to configure some settings). When I was finally given the "obsolete" information I asked about getting one "made" and she became very elusive. After multiple queries she finally admitted it was merely a statement made by someone in the warehouse. Really? !
Along with the controller were a couple of simple plastic parts. I asked about them (after a month) and was told one part was backordered. I was shocked that I had to wait a month to find this out. Christine claimed that when she orders she has "no way to determine if the part was in stock or not". Really? You regularly order parts for appliances valued between $5k-15k and have no way of knowing if they are available or not and after a month you merely "try again"? Come on now. You can't run a business like that.
I realize Pioneer Pools is not in charge of parts or policies of manufacturers but when you view this solely through a CS lens you can appreciate how disorganized and weak their effort on my behalf was. If I ever have to deal with Pioneer again I will drive to the KW or Brantford location.

Store people are really good. When you need help from a sales person though they don't like to answer the phone or messages

Purchased our above ground pool for install summer 2020. In the store in June to do a down payment and discuss what was involved. Little to no communication done in between that time and getting an email to ask if we had our permit mid August. Heard from the contractor one week after that to confirm being available to have him come install the pool The only good thing was the sub contractor who came to put the pool together came when he said he would, took 2 hours to do the job which was efficient and quick and the pool is level, However we failed our inspection because the pool had to be inset into the slope of our yard and IF a site survey had been done as we had requested several times we and they would have known the consequences of doing it that way. One day later after going into the store when the manager was not there I am still waiting for him to phone me and make things rights. The yard was left in disarray, unsafe, water haulage guy filled the pool knowing that we would have been required by law to have a plastic fence attached to the pool to legally use our pool. So now, after going into the store to discuss with a staff person about my concerns about the poor job the contractor did giving them a bad name I am still waiting for resolution 24 hours after that. Of course with Covid, supplies are limited and the equipment to be able to use our pool is not in stock and are on back order. Pioneer has not called us to ask how install went, or give us instructions as new pools owners what to do next, We have been doing the chemical treatments ourselves to make the water stay ready to use and safe. Will change my rating IF and WHEN our situation is fixed and we become satisfied.

Absolutely horrible costumer service! Let's first start off by saying you need more than one pool sales representative because the one you have "Dave" is never there or just never returns calls or emails. I have had one simple question for 3 weeks now and cannot get an answer. I don't know if this is due to people buying up pools this year and they couldn't care less if they lose a sale/costumer or just the way this company does business regularly? By the looks of all the other reviews it's common business practice for them. I know once I get my pool, if I ever do? I won't be doing anymore business there. Again such horrible costumer service.

We own an older model Treasure Garden AKZ umbrella and had been looking to secure it to our deck, replacing the large base with a deck mount.

After searching online we found that Pioneer Pools in Woodstock had stock - 1 available! We quickly secured an order only to find that their inventory might have been incorrect. Luckily they found it in the warehouse and we were able to pick it up. Having the option to source it locally saved us significant time and trouble.

From there, however, our old umbrella presented another challenge - it was so old our hub needed to be updated for the wood mount! Knowing these are high quality and a significant investment, we looked to see if one could be ordered - Woodstock Pioneer Pools came through for us and ordered one to be sent to the store!

Our umbrella has now presented us with another challenge - being over 15 years old the cord gave way! We called Heather at Pioneer Pools right away! She has been so helpful to us - a new cord and crank assembly are on order!

For polite, fast, knowledgeable and personal service - head into Woodstock and visit Pioneer Pools!

My husband and I ordered an above ground pool from Pioneer Family Pools Woodstock in early July 2020. We were told the approximate
arrival date of the pool would be late July/early August 2020 and it was implied that we would have a pool with a bit of the swimming season left to enjoy.

We understand that Pioneer Pools is at the mercy of the pool supplier, but we were very frustrated with the lack of communication from the salesperson (they only have one) when the pool did not arrive within the time frame stated above.

Phone calls and emails were not returned and my husband would have to go to the trouble of going into the store to speak with the salesperson in order to get any updates. Most times the salesperson was not available (on vacation -
which of course is fine), but the staff there have no access to any sales or order information and cannot provide any updates. He never once followed up with us as requested until we posted a bad review and
the manager, Zoltan, contacted us. We explained our frustration to him in hopes that it would remedy the situation but the communication did not improve. We were able to get a bit of information from Zoltan,
basically that our pool was not in yet and that they had no idea when it would be but that we would be near the top of the install list.

I understand that pool season is busy and that sometimes there is not an update to be shared, but a simple phone call or an email response stating that would have been the least they could have done - literally. Customer service is not priority at this location.

We spent a lot of money preparing our backyard and obtaining a permit in anticipation of this pool. It is now September 8th and we still do not have a pool. Again, we understand that the company is at the mercy
of the supplier and these things happen, but there has not been a single phone call or email placed to us for an update, explanation, or to make arrangements for a spring install.

Today we got our deposit back and are going to start fresh with a different company. There are many other companies that sell the exact same products. Customer service is extremely important and we don't feel that you get that with this branch of Pioneer Family Pools. There were no attempts to make things right or keep us as customers. I can only imagine how the customer service would have been had we gotten the pool installed and had to have them repair something.

This review does not accurately depict the frustration that we feel or the disappointment of anticipating a pool all summer only to arrive at September with no pool and no idea when it may show up.

I would recommend that this company hire more than one sales person if the volume of customers is too high for one salesperson to handle. I don't imagine we are the only customers to have received such poor
service and I can't imagine that ours is the only business that has been lost because of it.

Who just sends customers a BS sheet of prices as a quote. Really! Stay away, stay far away. U. S. E. L. E. S. S

We are in the market for a hot tub. Went to another place first. Great, knowledgeable staff there. Answered all our questions and more. Then went here. Total opposite. We got this Dave guy, guess he’s the sales lead for pools and spas. We found ourselves asking him all the questions about his hot tubs. Isn’t he the salesman? Shouldn’t he be telling us and selling to us? Felt like we were wasting his time. It got to the point he was just standing there speechless and we were waiting if he was going to say anything at all. Finally we said thanks for your precious time! Soon as we started for the exit he scurried back to his office back on his computer. Guess he more important things to do. What a joke, very disappointed and I am completely in awe how this dump got readers choice award for 2020. Probably a covid mistake. Go somewhere else. Anywhere at all just not there.

Tried to support local, however we have been waiting 4 weeks for an in stock pool liner, summer is only 8 weeks. Better price and delivery on line, you do the math.

My go-to place for pool supplies. Always have what I need. Nice and knowledgeable staff. Thanks!

Guys from London office came.out immediately after reading review and set up pool so story has a happy ending and is reflected in final review.

Contacted them in March about setting a date to set up a pool, was going to have someone come out. Phoned in June, didn't remember me or have a date set. Said will come in about a week. Now it is July and I have no pool during pool season.
Bad communication. If so busy then hire workers or tell us you can't. Unacceptable, especially when we called this job early in March!

Horrible service.both Dave and Zoltan have really dropped the ball when it comes to customer service.it’s been over a week and no response from either.