Business ProfileforPioneer Family Pools - Head Office

Purchased a floor model hot tub @ Burlington location (tub showed up like it had been used ** ********* **** ***** - so ***** *** dirty - scratches all over the shell - pictures sent to local salesman. (did not really care other than to say they do not sell used units) After unit was set up I went to use the controller of my new unit (yes floor model) but still new, and the controller did not work very well - could not turn on the lights ect. so I had to call the store again - took months to get someone out - said they were so busy they had to sub the work out (which was a *** - the repair guy is one of 2 - with that location - and he is actually the best part of the company- *** **** *** **** **** ***** *** *** ******* *** ********  He agreed the part was defective - placed an order - months pass - no communication - finally after trying to beg for updates - someone is able to tell me the part is in - sitting on a shelf - and they are coming to replace the controller. (very glad I had to call again to move this story along) Great repair guy that diagnosed the original problem shows up - and when he opens the package he realizes that they ordered the wrong part. At this point its almost November - I told them I wanted to close the hot tub now - but I want it in perfect working order so we don't have to keep doing this. I have asked for the 1 year warranty to start - once the tub is up to where it should have been 7 months ago - They said there is no way they can do that but not to worry they will always have my back (I asked for that in writing - but they declined) I am now keeping the hot tub warm paying for electricity for a tub I want to close. * ******* *** *** *** *** ***** ******** * *** *** ** * ***** ******** *** * ****** * ***** ******* ** ******* ** **** *** ****** **** * ***** **** ** ********  will not be going there for my pool servicing any more. Lots more to the story but not enough characters to tell it.

Hi **, I am going to send your comments to our VP and Head of our Hot tub division to connect back and review with you directly. If you need my direct email, it is **********@************.com. I am very sorry for the arrival of the hot tub as you have described, and then for the long wait for parts. We will review all aspects and get these rectified.