Pioneer Family Pools

We currently use Pioneer Pool for all our Spa needs (chemicals and water testing) and find the selection of products extensive, pricing competitive and their expertise very high. Most recently we purchased a new Patio Set to complement the Spa. The service was great and the selection of Patio furniture made it easy for us to pick the right set. This is our 2nd Patio Set from Pioneer and we would recommend Pioneer to any of our friends.

I am trying to return patio furniture that is rusted after a month. Nobody is picking up the phone and sales people in the store cannot make any decisions
Horrible service as well

Had my hot tub for only a month and it already has a leaking jet. I purchased a Covana spa cover/gazebo with shades for over the hot tub and so far, THREE service men later, they are still incapable of properly installing the shades. They did manage to make screwhole indents on the gazebo frame from incorrect placements, attempted to install the shades ...one shade had the bracket fall off within hours and the other shade was installed crooked so there is a fold in it, installed a hot tub table incorrectly so now it is lopsided and things slide to the edge, the Covana cover seal is already buckling from being installed wrong. DO NOT MAKE ANY SPA PURCHSES FROM THIS COMPANY.

Phone wait times are 1-2 hours. Hot tub is a lemon. Has worked 3 days out of the last 120. Takes forever to get a service technician and a 40% chance they will re-schedule

First, they refused to service the unit. Had to involve management to get them to do a service call. Their certified techs told me they couldnt fix the leak this after 5 minutes of intense examination. They showed me a photo of a supposed leak. Bottom mine, I conducted an examination and after 45 minutes identified the leak. Interesting that the photo they supposedly took of the leak in no way resembled what I saw. Fixed the leak in under 15 minutes and now the tub is functional again.

These people are either grossly incompetent and/or have issues in determining the truth. Regardless, do not give these people your business. If they have a shred of decency they will refunds the service charge. Needless to say, I am not holding my breath.

Everything seemed great at the beginning as I dealt with someone in the Burlington location, who was great. It all went wrong when they transferred me to the Vaughn location - horrible customer service, no one gets back to you, rude and dismissive. I thought this was all behind me as the pool and heater were purchased approximately 2 years ago. I just called the Vaughn location as we are having issues with the pool heater (that is less than 2 years old and cost over $2000) to find out what the warranty on it is and what we can do about it. When I called someone answered, laughing, and asked me a couple of irrelevant questions then told me she needed to transfer me and she did just that, to a voicemail.

Nothing has changed since I last reached out to the company (which was almost two years ago) ansi dont expect anyone will be helping us, just like last time. I feel like it should be said that I call with a positive attitude and optimistic hopes, but it is just so frustrating when you are dismissed, and I KNOW no one is calling me back, just like last time, nothing has changed !

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.

We bought a hot springs spa. It was delivered in the dark on a November evening. The next morning in the day light, we noticed that they damaged a panel to the spa and damaged our drain spout. We went directly to the store with pictures in hand. We are told 6 weeks for repairs. 6 weeks come and go ...... We inquire about the progress. We are told they ordered the wrong panel for our spa... It will be another 6 weeks.... Months go by, we go back to the store. They are under the impression that it's been fixed... They are informed that it hasn't. We wait several more weeks. We go in the store again. Now the excuse is that the person looking after our repairs just up and quit and apparently no one touched his desk for months. Has been going on another 3 weeks with no word from anyone. We paid just under $15,000 for our spa that leaks because the drain plug thing is scraped and we can't get the cap on due to the damage and has a giant crack on with front panel.

Mundo our service tech was absolutely amazing. He came for the initial issue and followed up with the repair. Everything covered under warranty. The initial wait time was too long for me (6 weeks) but Mundo made up for the quality of service he delivered. If you have a repair I highly recommend you ask for this guy by name. Amazing!!

Customer Service was the worst.
After 2 service calls my tub still isn't working.
Each call cost me $199.00.
Each time they told me I needed another part. They left wires not hooked up.
They are slow.
They installed and charged me for a part I didn't agree to.

DO NOT USE THEM FOR TUB SERVICE.

This was the copy of the service record I got.