I have a used Arctic Spa i purchased from a friend. About 8 months after installing it it started…read moreshutting off randomly. Called in and spoke with Olivia to schedule service. She was nice and helpful. After an initial scheduling for almost 2 weeks out she was able to move the date up significantly and had Tyler dispatched. Tyler was able to diagnose the problem with the tub quickly and was able to replace the required parts same day. It was the main board and heater. He gave me several other pointers on filtration and chemicals and was definitley knowledgeable. Owning a service based business myself i was very happy with how they handled everything and would have no problem recommending this team

I have owned an Arctic Spa Hot Tub for 10 years and every time I deal with the service department…read morethey are snippy and unhelpful. I recently spent over $1200 dollars on repairs for the tub and then discovered that the tub was leaking because of faulty installation of new parts. Because I didn't call them within 30 days, they insisted on charging be $175 to come back and inspect their work. After disagreeing with them about how unfair this was to throw good money after bad, they said would not help me with the issue at all. I have heard of so many people being treated poorly by their customer service team. Be ware of buying this brand because it will be hard to service.

The waterfall in our hot tub is rusting. Messaged International and they are willing to cover it…read moreunder warranty through the company, as it's defective. They say we need to pay the 200$ fee to have them look at it and install the new part. How is this possible when it's a defect??? my hottub is defective and I have to pay a fee to fix it??? Poor customer service!!

BUYER BEWARE - we purchased a pool for install Aug 2020. We bought a 156 BTU heater. They…read moreinstalled 132 BTU heater. They did not ask for a change or inform us. Our gas fitter noted that the heater did not match the specifications and informed us. When we called the store - they told us that head office told them to do it, and that it was appropriate for our pool, etc, etc. Now, we are headed towards litigation. We have a contract - they tried to slip this past us, we caught it and they did nothing but try to feed us a story that the smaller heater was BETTER for the pool we bought. Let's see if the judge in small claims accepts that. We purchased at the Barrie store with Vince as the original salesperson, and Karyn as the point of contact with this problem. Karyn was unhelpful as you can imagine - which is why we are doing a rating to warn others.

I had an amazing experience purchasing my first hot tub from Jacuzzi. They made it easy to choose…read morewhich tub fit my family and the delivery set up process was easy.

Terrible company to deal with, spent over $60,000 on swim spa and Smartop cover that jacuzzi Barrie…read morewill not stand behind. Have had nothing but problems, no quality control on their products. Major leak right away upon initial fill up of the spa, pipes were left disconnected from factory. Spa cover forms icicles all around on cold days, condensation pours out from the cover. Jacuzzi says the spa needs to be levelled for the cover to seal better but they require us to remove our deck, however there is lots of room to service and pull the panels off. The spa should have been checked for levelness when it was dropped off and set up or maybe should have been dealt with upon installation of the cover initially. Smartop cover hinge broke and we were not able to open it to use the spa. it too jacuzzi over 3 months to have it repaired and we were charged over $200 for them to do it. Stay away from Jacuzzi!!! I'm sure there are more reputable companies out there that take care of their customers, stand behind their products and warranty!!

We bought our pool from them in 2020. Our experience was fantastic. Kelly treated us very well and…read morethe installation team was absolutely phenomenal! We had a minor issue after installation and they came back promptly to remedy it. I would buy from them again.

I would strongly caution anyone considering Pioneer Family Pools based on our experience…read more We had a new pool liner installed last year, and since then we have dealt with significant wrinkling and areas where the liner does not sit properly against the pool walls. For an installation that cost us thousands of dollars, the end result is completely unacceptable. What has been just as frustrating as the liner itself is Pioneer's response. Rather than taking responsibility and working with us toward a reasonable solution, we feel they have repeatedly looked for other explanations. Initially, we were told the problem could be related to too much chlorine/water chemistry. More recently, concerns have been raised about ventilation and moisture in the pool room. From our perspective, the explanation seems to keep changing while the underlying problem remains exactly the same. Their latest response states that if the liner had been installed incorrectly, the wrinkles would have been visible immediately and that because they were not, the installation could not be responsible. They have also told us that their 30+ years of experience indicates water chemistry is the root cause. That does not change the fact that we paid for a professionally installed liner and, within a relatively short period of time, are now left with extensive wrinkles and an installation we are extremely unhappy with. We did not spend thousands of dollars expecting to be bounced from one explanation to another while being told there is essentially nothing Pioneer is prepared to do to correct the problem. The customer service throughout this issue has been extremely disappointing. We were hoping the company would stand behind its work, thoroughly investigate the problem and work with us toward a solution. Instead, we feel our concerns have been dismissed and responsibility has continually been shifted elsewhere. Based on our experience, I would not recommend Pioneer Family Pools. If you are considering using them for a liner installation, I would strongly suggest doing your research, asking detailed questions about their warranty and what happens if problems develop after installation, and getting everything in writing. We are now left with a pool liner that looks terrible, thousands of dollars spent, and no satisfactory resolution. Buyer beware.

Products / Price / customer service...... very impressed - will add more after the reno is…read morecomplete !@@!

Inferior products . Mostly made off shore and poor quality…read more I do t normally leave a bad review but people are decent and service is fair, prices are Okay but can do better many other local places and big box stores