Pioneer Gas Furnace

Extremely well, their service and work was exceptional.

It was a pleasure to do business with them. On time, high quality

The guy was great and great customer service.

Checked this off of the to-do list, good service with a knowledgeable provider. Easy.

The initial servicing was great. The tech was on time, did good work and all was good at this point. The next couple weeks, it was warm out and did not use the furnace. When I finally did turn it on, it the furnace didn't work. Nothing but cold air coming out. My initial reaction was that the last person to touch the furnace was the tech, so maybe a wire forgot to get plugged in or something. I called up Pioneer and they said they'd send the same tech back out to have a look at it... no mention of any fee for this visit and I am assuming this is a service recall. I wouldn't expect to pay for anything since my intention was for them to just go back and double check to see if it was anything related to the service visit. Well, it turns out, something completely different had failed on the furnace and would cost $579 to replace! Well, I declined since I have a home warranty. The only reason I called these guys was because I thought it was related to the service visit from earlier and basically figured they would stand behind their work. And I'll say again, that at no time was it mentioned that there would be a service fee for this visit. Fast forward a week, and I get a bill in the mail for 129.00 for the visit. So I call, and eventually speak with the manager. He argued that since it was the failed gas valve that was causing no heat that it was a separate issue than the original service visit. A) how would I have known that without him coming out and B) no one ever said it was 129.00 charge for the visit. In all honesty, all I was wanting the tech to do was verify that everything he did since that seemed the most logical issue. At this point in the conversation, the manager started getting very defensive and accused me of questioning the integrity of his service tech; that he "broke something intentionally" which was not at all what I was implying. I just thought the unmentioned 129.00 fee for a recall from a previous visit should not have been charged. He eventually split the difference with me, which I was appreciative of, but still maintained that I should not have been charged for a recall. If this company had any integrity and wanted repeat business, then they would have stood by their work and sent their tech out at no charge to back up their work!

Excellent. Arrived on time and was thorough in doing the work!

I contacted Pioneer based on Angies List A review...I had 4 bids, Pioneer salesman Phillip answered all my questions and came back with a competitive bid and I chose Pioneer. Unfortunately Phillip's professionalism did not carry over to the install. Installers showed up on time the first day, said they'd be back 2nd day at 9am..They didn't show at 9AM, but an electrician(sub-contracted) showed up at 9:30, an hour later he jumped in his car called over his shoulder to me saying he'd be back. The installers came and completed everything they could without the electrician and left. At 3PM, no electrician still (this is Fri afternoon), so I called Pioneer, spoke to Mike, who told me "If he said he'd be back, he will!" Then Mike said he'd text the electrician, and Mike would call me back. 5 minutes later the electrician was at my front door. He finished the breaker installation, and the AC installers had set the thermostat to turn on once electricity provided. I checked the air flow at the vents which was fine, then went to the basement and checked the unit itself...Air leaks all over it. I called Pioneer right away and Mike answered the phone again. I told him the electrician came out, thanks, but the unit is leaking all over. Mike got defensive and condescending and said it's because of my old ducts yada-yada-yada.....I told him my old ducts are sealed, I did it myself....all the leaks are coming from the new unit...all over it. He placed me on hold and Molly picked up and said they'd be out next Tues at 9AM.. I asked Molly who Mike was..."He's the owner" me: " You're kidding...OMG" So now, I'm wondering about the quality of the rest of the installation...the stuff I don't know about: all the electrical, freon, hoses...etc. I'll probably get someone out to inspect for safety. I have NO CONFIDENCE in this business...not the installers...certainly not the owner...Tuesday one installer did show up AFTER I called at 9:30 and asked where the 9AM guy is. Furnace and AC is a substantial investment...you should have peace of mind when its installed...I am really sorry my $ went to Pioneer Gas and Furnace.

See above.

You should use them. It took about 4 hours. Great.

On the price they were average there weren't any incredible bargains. The quality is good.

Service was done on the date and time scheduled which I really appreciated. The A/C was cleaned and thoroughly checked to ensure everything was working correctly.

Perfomed quickly and efficiently.

Big Deal purchased. They were nice. They were prompt.  They guy seemed to have done a good job. I had no problem with them. They cleaned the furnace.  They came when they said that they would. The guy seemed knowledgeable. He did a thorough cleaning. He gave me some tips on how to keep my furnace running well.

Very well. They found nothing wrong with my system. I called them to get a second opinion. Another company had told me that my heater was leaking carbon monoxide and that I should have it replaced to the tune of more than $5000.

Their quality is always good. Their punctuality is pretty good. I use them all the time.

It went okay and service was performed as expected.

On time arrival. Work done satisfactorily. Pleasant, polite worker.

It went well. I contacted them on a Friday and Matt was able to come out on the following Monday. The tenant coordinated with the service provider. Matt checked 2 heaters and2 thermostats. He replaced the furnace circuit board and a thermostat.

It went very well. Pioneer is prompt, friendly and did a fast and efficient job of removing the old furnace and installing the new one along with air conditioning. Both the AC and the heat work to our satisfaction.

They were on time, and did the work as promised. I'm satisfied with the work, price, and I plan to use their service annually.

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At the initial visit for the bid, they seemed to know their stuff and to understand the challenges of heating and cooling an older home. I got five bids for this work; this was not the cheapest but they seemed to know what they were talking about and inspired the most confidence of everyone who bid. Additionally, Pioneer was able to include both the water heater and HVAC units in their bid; others subbed out the water heater or just told me they didn't do water heaters. So the convenience of getting both done at once appealed to me. 

The workers arrived when they said they would and completed the work in the time they had promised. They were friendly and professional in their manner and kept the work areas clean at the end of each day.

I have not had a chance to try the air conditioning part of the system yet. 

The issues with the quality of their work are as follows: 
1. The design of the new upstairs system had one major flaw. They recommended locating the thermostat in the common area outside the bedrooms on that level; this area is in contiguous airspace with the main level of the house. No supply registers for the upstairs system were installed in this space however the return for the upstairs system was installed in this space. The idea was that the return would draw air from the bedrooms and thus the thermostat would reflect the temperature of the bedrooms. I was worried that the thermostat would sense the temperature of the air coming up from the lower level as much as the air from the upstairs, and i raised this concern with the installer, but he convinced me that this was the right design. After the installation was completed, sure enough, the temp in the master bedroom was several degrees warmer than the thermostat when the furnace was on. I ultimately moved the thermostat myself into the master bedroom, and now the temperature on the thermostat actually reflects the temperature in the spaces being heated. 
2. To install the ceiling registers for the new upstairs system, they drilled holes in the ceiling from below in order to locate the opening locations in the attic. One would think they would drill the holes in the location that would actually be cut out to install the registers, but instead they installed the registers a few inches away from each hole... so now there are unsightly holes in the ceiling adjacent to most of the upstairs supply registers. Or perhaps they could use magnets to locate the openings, or some other technique that does not leave extra holes in the ceiling!
3. One end of the house has been too cold in winter ever since we bought the house. I mentioned this several times during the bidding and design. When the installation was complete, these areas are still not heated adequately (in my opinion this is because there aren't enough supply registers for the size of the space). When the workers came to get ready for the final inspection by the city, one of the workers asked me how the new system had been working out for us. I told him that these areas were still too cold. His response? "I think winter's almost over." Here's some free advice, Pioneer - don't ask the question if you're not prepared for the answer. 
4. Some of the lath and plaster was damaged in the installation of the upstairs ceiling registers - there is one particular register where a piece of plaster is missing measuring about 1 x 2 inches adjacent to the edge of the opening for the register. I realize that plaster is hard to work with, and was warned by them ahead of time that there could be cracks or other problems that develop in the plaster as they cut the openings, and they made no guarantees about this, and it is entirely possible that this would have happened even with the most skilled worker making the cuts, but I mention it here because I am sure there is some skill involved in determining whether these damages are likely or unlikely to occur, and if you are looking for someone who will protect and preserve your plaster work, you may want to take your chances somewhere else. 
5. They installed two vent/supply covers on the outside wall of the house to vent the exhaust and supply fresh air for combustion for the new furnace and the new water heater. The exterior is brick, and there was need to fill in some mortar around the covers where they pass through the wall. The first of these was installed very cleanly. The second was installed rather sloppily, with stray mortar on the bricks and on the cover itself, and the mortar itself looked like it had been smashed into the gaps by a child. The difference between the mortar work on the two covers was like the difference between caulking done by a professional painter, and caulking done by a DIY'er who has never used caulk before. 

Other issues: 
Communication at times was lacking. The day of the inspection, workers from Pioneer arrived at my house unexpectedly at 8:00 AM, and of course I was in the shower at that time and had to frantically dry and dress to answer the door. I had been told that i would get a phone call that morning to let me know what time the inspection would take place. There was no mention that anyone would be showing up at 8 AM. I did get the promised phone call around 8:30 or 8:45 AM, telling me the inspection would be at 10-noon, but when I mentioned that there were already people at my house, she said she did not know they were coming...

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We were suddenly without heat at 10pm one night. I called first thing the next morning to schedule a diagnostic. They didn't have an open slot for another day, but said they would call if one of their repair workers had time. Thirty minutes later I got a call and someone was on their way. He diagnosed that the igniter was out on the furnace. He had the part in his repair van and our heat was fixed and working in about 15 minutes. With the temperatures outside dropping below freezing,I was grateful they made the time to fit me into their schedule. The serviceman was polite, knowledgable, and fast.