Terrible Customer Service, Brand new pool not funtional
Purchased a new pool which was finally built in the fall of 2021, weeks later than was promised. Pool looks fine however when I had Pioneer open it 2 weeks ago, it worked for 3 days then the heater, pool pump, lights all stopped working. In contacting Pioneer they asked me to do some testing of the system which was fine, once that was done and the problem was not resolved they refused to send a technician instead asking me to start to open up the system myself and tinker with it to see if we could fix it over the phone. They then offered to send a technician from the Gas company as the heater wasn't working (probably because it doesn't cost them anything). Now I'm waiting for a gas technician to come who will not be able to fix the issue....It feels like a stall tactic to avoid sending out a technician themselves.....I will post more when I get an update. P.S. - Super frustrating that customer service line opens up at 11AM as opposed to 9AM like almost every other company.
- Approximate cost of services:
- $100,000.00
- Company Response
Hi Jason, thank you for reaching out! I spoke to our Construction division and your point person for all new pool questions - Colleen. I understand she called you, and one of the concerns was the water level wasn't high enough for the flow on the equipment to run the heater. Colleen has reviewed this with you and we have a crew coming back to ensure the opening is running smoothly! We are here if you ever need anything. Also, if you ever have trouble connecting by phone, you should have Colleen's contact information as well as emails for our service team which we can respond to promptly!