I don't know how this company stays in business. Communication is not one of their biggest assets.
I have been dealing with Pioneer Pools Newmarket for 2 seasons, but never again. When i was preparing to close my pool, winter of 2016 i was in the market for a new winter pool cover. This was my first encounter with Pioneer Pools and after some discussion I was upsold to a Lock in Style winter cover mainly because the design of my pool allowed for this cover type. It was a cleaner look, with no more water bags to deal with. This cover is custom made and I was required to pay a non refundable deposit to have a technician come and take measurements. The cover would take 4 weeks to make. You wait and wait, call the store, never get an answer not a message returned. Several visits to the store, with the assurance someone would get in touch with me. Finally pool closing comes 8 weeks later than scheduled. I do have pool lights that the company was well aware of, only to be told on the day of closing that they don't handle pool lights, but in my case they would make a concession.
All done, technicians leaving and i note that the custom winter cover is ill fitting. Too big! Im assured it will improve with time. Its going to shrink? Nonetheless I am told enough time has been spent, see you in the spring.
Pool opening this year, a couple of minor glitches, mostly due to the installation of my pool lights. They did have a difficult time, why Im not sure, it is fairly straight forward. I did note during the summer operation that the pool appeared to be losing water, but with all the rain and the various time consuming test I was asked to perform, it was never actually determined if the pool was indeed losing water. Time to close the pool September 21, 2017. To ensure a quicker opening next year, instructions were left on how to remove the pool lights, and prepare the conduits for winter.
First thing i noticed when i came home, the pool winter cover was all asque. It was a custom cover and should fit squarely on the pool. The pool lights were not removed as per the instructions left and the electrical panel had a pair of wire ripped from it and left dangling. The gas valve was left open at the source leaving the line to the heater pressurized.
I went to the store and for the first time encountered George! I explained to him my concerns, and he insisted the cover was fine. It was not until I told him it was a custom made cover for the pool sold to me by this store, that he was prepared to take action. Someone came over and the cover was put on the pool correctly the second time It is still too big and it is necessary to fold a portion of the cover over to make it fit.
Four days after the pool was closed, it was evident the pool was losing water because winter cover was dropping into the pool. Eleven phone calls to the store, never an answer and never a left message returned. Finally i went personally to the store to report my findings. George , assured me someone would be out to look and fix the problem. It is now October 10th and the only thing accomplished is the winter cover peeled back to reveal that the water level had dropped to 2 inches of water in the shallow end.
Numerous attempts to reach the store by phone, some useless conversation with the store owner (he knows a guy who knows a guy who can fix this) and later even myself at the insistence of the store owner went into the pool in an effort to attempt to locate the source of the leak.
Im at my wits end. My relationship with Pioneer Family Pools Newmarket
has come to an end.
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