Pioneer Heating, Cooling, Plumbing and Electrical

Daniel H.

Problems from day one. Do not buy ac system or anything from Pioneer. A piece of junk!

Sherry B.

Called pioneer to check out my attic unit for there was a wet spot on the ceiling of a room that it was over. Service tech came out and was very nice. Told it was a leak in the venting though my roof. Paid $80 for call. Sent estimator out was given the next day an estimation to fix it plus replace a dryer vent covering going to the outside. Estimate was $550 to fix problem . Several days later Tech. Came out and replace dryer vent covering. But could not fix the roof vent so he told me he recaulked it. Received lnvoice next day due in 5 days. It was for the full amount $550 and since the work was not completed I asked for an adjustment for I felt $550 was a little steep for just caulking And a plastic dryer vent. The office sent me to the estimator and he said that he would look into it and adjust it...then call me back with the new charge. He never did and I called the office with full indent to pay but invoice had not been adjusted. Asked to speak to estimator and was placed on hold for ever. Called office back and they said they would get ahold of him and he would call. He never did. So called office again by this time furious with run around and asked to speak to the accounting dept. and was placed on hold again. But this time they got ahold of estimator and he said to take $125 off . Still steep in price concerning what was done but paid the bill just to be done with it. By the way I am a 75 year old woman who worked billing for years in construction and on a limited income! I can not in good faith recommend this company.

Kristin C.

Worst customer service I've received in a very long time. Very Inconsiderate and uninformative. I called Friday to schedule a water heater replacement, and was told I would receive a call 30 minutes before arrival on Monday. When I called at 3:20 (after the original ""ballpark"" time I was given to expect a call), I was told that I was on the schedule for between 6:30-7 and that I would receive a call 30 minutes prior to their arrival; when I reached back out at 7:20, I got the after hours service line which could over no assistance. I waited all day for the scheduled service call, even having to inconvenience friends to sit at my house while I picked my kids up from school (same time as my original expected time given) only for them to never show up or call to let me know that they wouldn't be here. I had been referred to them by friends who had a positive experience, but sorry to say that mine was not the same.

Dez N.

We used Pioneer a couple of summers ago to fix our HVAC unit. They came in and ""fixed"" it. Within the week the unit was not functioning again. They came back out and decided it was something else. They gave us an estimate for the part and the time they thought it would take to fix. The technician came back out and replaced the part and it didn't take him the amount of time they quoted yet they still asked for the quoted price... if I remember correctly it took him about 2 hours to do a job they estimated would take much longer. I called them and disputed the charges and they DID refund it ( I don't believe they would have if I hadn't left a bad review via Google).

Yet, within the week the HVAC system started having the same issue. We called them back out TWICE and they finally told us that we just had an undersized unit and there was nothing they could do. They legitimately just shrugged and offered no solution other than a new unit.

This made me curious as to whether or not the part they had charged me for actually needed replacing at all or if they were just replacing parts to see if that fixed the problem. By this time the season was changing and it was cooling off and we stopped calling them.

The following Spring/ Summer we called a different company to come in for a new set of eyes. There was a part that Pioneer left unconnected electrically that was causing part of the problem. The new company fixed that and only charged me a service fee. Since then the new company has come in and replaced the motor (under warranty) and then offered solutions for airflow issues dealing with the size of the unit. We have not had any issues since.

After going through all of this with Pioneer I would not suggest them to anyone. They didn't take their time to figure out the issue, they didn't have the knowledge to recognize problems and even created issues by not being thorough, they overcharged us, and then left us without solutions. Maybe they would be good for uncomplicated issues but I personally would not used them again.

Chris T.

We let them install a new system. They put holes in the wall and said they would send out a tech to fix. They have since ignored our calls after they recieved payment.

Cynthia H.

HAD been a customer for 14 years. Regular maintenance done on unit twice a year. Starting having trouble with technicians after 8 years. Voiced the problems I'd encountered and finally found another good, reliable, professional, knowledgeable, trustworthy technician. Asked that he be only tech sent out and was told not a problem. After last fall's regular maintenance, office called insisting I make this years appointments in advance. Who knows a year in advance when they can schedule maintenance? Of course I had to pay up front for both. First of two roles around and I get reminder call and I asked again if specific tech would be coming out. I was assured yes he's listed as your tech. I took an entire day off for this and some other tech calls saying he's ready to head my way. I told him another tech was expected and he said that guy was busy, could he come out. I said absolutely not...I was livid. Having gone round and round with this company numerous times about this issue I'd had enough. Called office and they were out to lunch. Supervisor of techs called me asking about sending tech out. I explained situation. He said may have been an over site on his part. Said this tech was good, could I give him a try. I reluctantly....and regrettably...said ok. BIG MISTAKE! Tech arrives with tobacco in his mouth and spits just before introducing himself. Proceeds to continue that throughout entire maintenance. Thank goodness entire unit is outside and he didn't have to enter my house. Inspection was cursory at best. He didn't even take panel off to inspect coils. ""Cleaned"" them from inside out. I said that's unusual and he had some lame answer about better to do it that way. Left condensation drain tube in a position where water would have had to drain upwards and then out! I've ALWAYS been present during these appointments, ask questions and know when I'm being taken and the work is not being done properly. This was certainly one of those times. It gets better. I called supervisor back to let him know how disappointed I was and asked to speak with owner. First it was he's on phone and will call you back. One hour later I called back, after a hold receptionist came back to say he was busy but was aware of issue and would get back with me that day. Another hour goes by-no call. I get after hours receptionist. She calls owner and then calls me back stating he's too busy but will call me Monday. I asked for my money back and told them if he doesn't have the time to speak with me I'm not giving his company any more money or my business. Ridiculous and subpar at best to treat a loyal customer of 14 years that way. DO NOT use this company even though they state they're #1 in Knoxville.

Michael F.

This is based off last two service calls made to Pioneer.

First visit we were told our furnace needed a part that they would have to order and I would receive a phone call when the part was in to schedule service. I received a phone call 3 days later, that I missed but i returned the call within 5 minutes. The tech had already pulled in our parking lot, didn't knock on the door and left. I had to schedule an appointment for the next day.

Second visit. Tech arrived the same day as scheduled. Told us mini split could not be repaired and charged us $120. I called Davis Heating who came out the same day and repaired it, no problem. Roll the dice with this company if ya want. I'll never call em again.

David R.

I had Pioneer out and the service man was great! He quickly and efficiently identified the issue, bad starting coil. He did not have one so I paid the service call fee and said there would no service call when they came back. He said someone would call with a price and set up a time. I got a call back and was told it would be about $350. I wanted to know the price of the part and the price of the labor. I was told it was ""AGAINST COMPANY POLICY"" to break it down that way. I said it was against my policy not to know what I was paying for. He said he did not have the ability to break it down but someone else would all me back, no one ever did and here is the reason I believe I never got a call back. I found the part on Amazon for under $50. It is a 15 minute job, remove 6 screws loosen and seventh one and replace the coil which I think only has 2 wires. Even at $100 for the coil that would be $250 dollars for labor for a 15 minute job. At 30 minutes that would be $500 an hour and at 15 minutes it would be $1,000 and hour labor. You make your own decisions whether this is the company you want to do business with or not.

Timmy J.

The Duke had been sweating his nuts off waiting on some place outta west knoxville to come fix the AC unit in my outbuilding behind the house. Like, for real, my crotch funk looked and smelled like a dirty jar of dukes mayo that had been left out in the sun for a year and a half. Anyways, once I come to my senses and realized the address of the place I called was in the 37934 zip code, I immediately cancelled the service call. The Duke prefers to do business with folks in 37938, 37918, and 37807 when at all possible. Called my boys over at Pioneer to take care of things, which they did. Come to find out, some of my people went to school with some of Gordie and Ethel's people. Ain't it a small world. So all in all this is the lesson learned: Don't sit in the heat waiting on some highfalutin west knoxville company. Just holler at your kinfolk over at Pioneer whenever your unit needs fixin.
#thedukeapproves

Mike B.

I called this company early Friday evening for AC repair. I talked to a tech and was told we would be the second appointment on Saturday morning. Having not heard from them by noon we called to make sure we were still on the schedule. We reached the answering service and were told that the tech would call us back. So after no response we called again about two hours later, same routine, no response. It is now 6:45pm and we have wasted our whole Saturday waiting for someone who not only didn't show up, but never even gave us the courtesy of a phone call. I would not call this business again if they were the only HVAC company in Knoxville.