Pioneer Fireplace

One star is generous, we got two brand new fireplaces both needed immediate repairs, when the service man showed up he was nice but didn't have the parts, after ordering them and coming back he installed them but than didn't put the fireplace back together proper. now i leave for 3 days come back and the remote is broke (wont turn on) which is awesome now i can freeze over the holiday and really learn to appreciate that hole born in a manger story. Please do yourself a favor and go to a competent company, pioneer is incompetent their services are sub par and there equipment is overpriced garbage.

I was looking for a wood stove insert for an inefficient older fireplace. Talked with, Chris, from Pioneer Fire, who ended up selling me NEO 1.6 in AUGUST 2021. He suggested installation would be within 2 weeks. Half the downpayment was paid on my VISA card. In October 2021 after NUMEROUS emails, phone calls, Pioneer stated they lost my email and were not able to contact me. At that time I strongly requested an installation date for the wood-burning fire insert. The gentleman on the phone said, "he" could not make appointments, only Natasha can. He would leave a note for Natasha to call me when she gets off the phone. No phone call. Waited 1 week and phoned them back. I was transferred to 2 different men, never again did I speak with Chris who sold me the wood-burning stove, and no one would commit to an appointment to an installation date. ! week went by and I emailed and phoned and got some gentleman on the phone, who passed me to Natasha. She gave me an appointment for November for installation. Installation day came, no one showed up after waiting the full day. I phoned Pioneer to see when they were coming for installation? They had it in their calendar for the "next" day. They came in the morning to install the wood-burning fireplace, but they forgot the hearth that was requested because the pioneer stated I needed 18'" and my fireplace was only 16"", they had forgotten it in the warehouse. My fireplace also needed an extra piece that never came with the NEO 1.6 unit. They would have to bring that piece next time they come. I asked if I would be charged for that "piece" that was part of the NEO 1.6 and stated"NO!"They left. 1 week goes by, so I phoned Pioneer, "what is happening with the hearth, and piece for my fireplace? Answer: You have to make an appointment for us to come and install that! So, I did. We are now into DECEMBER 2021. So, on December 16th they arrive in the morning, installed the piece needed behind the wood-burning stove, but they forgot the hearth. They left the house stating they had to retrieve the hearth from the warehouse (Nanaimo ? ) They returned around noon, layed down the heart on the hardwood flooring, and said there! They left. Today, December 20, I received 2 bills via email. One for the rest of the remaining cost of the stove, and a second invoice for the movable hearth, (ugly as hell), and $200.00 for the piece required for the fireplace. That piece that the installer stated was not going to be charged to me as it was from the NEO 1.6 unit I purchased. I GOT CHARGED. BEWARE: I purchased this unit in August 2021 and I still cannot use the wood-burning stove as Pioneer keeps the WETT report until you pay your invoice. So I still cannot use my fireplace as of December 20, 2021! It is the weekend. I purchased it in AUGUST 2021 ! BEWARE!!!!

I should like to tell you that I am very happy with the Summit wood stove that was installed yesterday. The experience would not have been as good if it were not for the excellent employee Amy. I had several questions, some of the ‘idiot’ variety, but others more substantive. She handled everything swiftly and treated each question as if it were the only work she had to do that day. She gave me her full attention every time and went out of her way to find the answers. You would be foolish if ever you let her go. She is an excellent ambassador for the company. I think you must realise that the first impression that potential customers have is through people like Amy. She is a super star.

The staff presented very professionally when showing their products. I was provided with a written quote, after their professional installer came out to access what would be required for installation of a Pacific Vista wood heater On installation day the installer was to arrive at 9am and after several delayed scheduled times he turned up after 3pm. However, after the wood heater was installed there were problems keeping the wood heater going and smoke coming back down the chimney. Pioneer staff came out to look at it, tested it with their own kindling ... sitting on the floor feeding the wood heater continuously with kindling ONLY for an hour and declaring it fine. He left me with a box of fire starter! The problem with the fire going out or smoke building up inside the box though the draft was wide open continued I then had several independent professionals review the setup along with the exterior chimney pipe installed, ... each person felt that the outside pipe was not long enough ... the pipe is supposed to be 24" higher than the peak of the roof, which it was not, concluding that not enough pipe height was creating a downdraft back into the house I then went back to Pioneer, told them that after several consultations I had been advised that more pipe should be added to the exterior of the chimney to correct the problem. Their response was that they could do that but it would cost me $250. for the piping ... they would pick up the cost of labour. However, my bill indicated the exterior pipe was $170. so, in actual fact it appears they were planning on building the labour cost into the materials charge! Their written quote was for ALL included on the cost of materials labour & parts. Their professional installer assessed materials required before I received that quote. Therefore, if he or the company erred in the required materials to have the fireplace operate efficiently, or shorted to make the price more attractive, that should not be at my expense when they provided me with an all included written price After several discussions with them, the installer insisted the fireplace was operating fine and that he should be charging me for a service call. I guess that is their way of keeping customers happy and showing they do not care about referrals or repeat customers I have since had someone add more chimney and have not had a problem, but I had to absorb the cost.