Absolutely abysmal service after the sale. Both the tub (Hot Springs Grandee) & more recently the cover (SmartTop) were purchased through this retailer. All spa servicing has been through them as well. Thus, it's not like we're unknown to them. Those are both big ticket items. And yet, we're treated as if they're intentionally blowing us off. Michelle, when she responds at all to repeated inquiries regarding a faulty installation (18 months ago!) , she does so in monosyllables. As if she simply can't be bothered. Her colleague Jeri, who ostensibly schedules the service visits is scarcely better. We have been summarily back-burnered. Thus, the reviews you read here are very telling. Very telling indeed. I don't generally write bad reviews, but feel compelled to do so here in order that: A) By the grace of God, Scott takes some ownership of a situation that has involved the SmartTop manufacturer (who has sent parts repeatedly to Spa & Sauna), the manufacturer of the *struts* that the manufacturer sources, and Spa & Sauna themselves, and B) that you, dear reader, don't become the next poor schlub that has to deal with this retailer. They are quite simply the least caring outfit I've EVER dealt with, and they ought to be ashamed. read more

Wow!! Worst service in Reno. LLPOF. Liar liar pants on fire. Purchased a spa late summer. Sales rep and mangager Zach talked us into buying their spa cover and told us everything was under warranty. When our spa was delivered it came with broken parts. It's took us over a month of calling to get the to fix. Why don't you call people back? Now the spring on our cover broke. We called and was told someone would call back. And again no call. We went to the store and took the broken part. The sales person accused us of breaking it because we were too rough? How is pulling it down after a use too rough? Then we were the covers were not included in the warranty. Thats not what they shared with us at the time of purchase. Then the sales manager in the store told us the manufacture has a year warranty. But we would have to wait for a call to fix. Do Not Waste Your Time Making a Purchase Here. They could have made this right by keeping their promise. read more

Dear Reno, Avoid this place, save yourself from future headaches and stress. I am writing to formally document a serious concern regarding our experience with a Caldera spa purchased earlier this year through an authorized Caldera dealer in Reno, Nevada at the Spa and Sauna Company. At the time of purchase, we were explicitly told that the warranty covered the entire spa, including the cover, which we purchased based on the dealer's recommendation. This assurance played a key role in our decision to move forward with the purchase. Unfortunately, our experience since delivery has been deeply disappointing: * The spa was not functioning properly upon delivery, and it took weeks to receive a response or service support. * Recently, the spring mechanism on the spa cover failed during normal use while pulling the cover down. * Rather than honoring the warranty as explained at the time of purchase, the dealer accused us of causing the damage and stated the issue was not covered, citing exclusions that were never disclosed at the time of sale. * We have since received communications contradicting what we were told when purchasing the spa, which raises serious concerns about transparency and dealer practices. This spa is less than one year old, and the issue occurred under normal use. Being told after the fact that certain components are excluded--despite being told otherwise at purchase--feels misleading and undermines trust in the Caldera brand. We chose Caldera based on its reputation for quality and integrity and are hopeful that the manufacturer will help ensure customers are treated fairly and in alignment with what is promised at purchase. The Reno Spa and Sauna Company is not a place to do business with or trust. Highly recommend to go to a different business. Thank you for your time and attention. Sincerely, Rayan read more

The Spa and Sauna - This is how they talk to customers. - Hot Tub & Pool Near Me - Reno, Nevada

We purchased a Caldera spa several years back and have had a decent experience up to this point. We scheduled a drain and clean for $550. We live an hour out of town so the trip charge is over $200. Loved the tech, he was kind and respectful but when he was done he did not check the jets before he left and now 2 of the 3 zones do not work. They've tried to help me troubleshoot over the phone but nothing has worked. Now they want me to pay another $400 plus to have a tech come out and service it. We own a business and would never charge a customer to fix a problem we created. It's just not great customer service. read more

I just want to thank the whole staff and technicians that work there. I have had several problems with my hot tub. Every time I call, I"m treated with kind and curious service. They schedule an appointment and are right there when scheduled. The technician that comes out is very knowledgeable as what he is doing. Solves the problem, fixes it and looks over the entire hot tub for any additional issues. Thanks me and is on his way. read more

I recently purchased a 18' Shuffleboard table. My salesman was Will and he was very pleasant and helpful at time of purchase. We were told the table would take 4 to 5 weeks to get here. After 5 weeks had passed I called and text Will on numerous occasions to get an update. At one point he told me the Factory was waiting on a leg Stretcher before they could ship. This just sounded fishy to me, don't know if there is such a thing I am thinking it is like a left-handed Hammer. LOL The Table finally arrived 10 weeks after ordering it. I got a call from Jeri to install. When the install crew arrived, things took a turn for the worst. There were 5 of them in total. They uncrated the table and started assembling it. During conversations with them I found out that they were the spa install crew except for 1 of them that set up smaller shuffleboard tables. During the installation process they started drilling holes through the table cradle to screw the legs on. Naturally this left wood residual in the cradle and they made no attempt to clean this up before proceeding with the installation. I got a vacuum and started cleaning up behind them and left the vacuum thinking they would clean up after themselves, but that did not happen, so I continued to clean up after them to remove all debris from the cradle. They got the legs installed but they did not line up. When I questioned the installer, he said that was just the way it was. There is a bar that runs between the legs, and it was quite apparent that the legs were not lined up as the bar was not in a straight line. Then they placed the shuffleboard into the cradle. Included in on our table was an Accu leveling system. While they were trying to figure out how to install the leveling system, they thought they were missing parts, come to find out they were not missing parts they just did not know how to install. After about 1 hour of nothing being done they finally figured out how to install the system. 4 hours later when the table was completely installed, or so I thought, I was handed a box containing a Cleaner, Liquid wax, a dry wax and a spray wax. I questioned the installer on how to use these products and he just shrugged his shoulders and told me I was on my own. I would have thought that they would have shown me how to use these products and the shuffleboard table would have been ready to play when they walked out the door. I went outside where they uncrated our table and found screws and wood remnants in the driveway. When I finally figured out how to set up the shuffleboard on my own, I could not keep a puck on the table due to improper leveling. I called Jeri (the install scheduler) and she informed me that the crew they normally use was out of town. She told me that she was told my install was a rush which is why she sent the other crew. I never told them it was a rush and if I had been informed, they were sending the Spa install crew instead of the Shuffleboard install crew I would have definitely waited. There normal shuffleboard install crew was due back in town in a couple of days, so we set an appointment for Steve and Tony to come and adjust the table. When Steve and Tony arrived I explained what happened with the first set up crew, they had to disassemble the table and put it back together. Come to find out the screws that were used to attach the legs to the cradle were too short and they were also missing nuts and washers on the leveling system. I happened to have these parts in my garage, so I supplied them instead of sending them in search of. After Steve and Tony were done the table was as it should be. Steve and Tony were awesome. From time of order to us actually getting to play on our table was 3 months. After all this was said and done I spoke With Jeri, Mike (the install manager) and Will our Salesman to express my disappointment with the service I had received but nobody seemed to care. After Spending $17,000 on a high-quality table and hearing rave reviews about Spa and Sauna I was truly disappointed with the service after sale and delivery. Maybe the rave reviews were in regard to Spa and Sauna install only. Maybe they should stick to what they know. read more

Maybe I'm just picky or maybe it's the lack of phonics teaching in our schools these days, but as a long-time customer of six years plus, you would think someone on staff would be able to pronounce my name correctly when calling or leaving a voicemail. Lord knows I've corrected them often enough. It's Jeanne, pronounced like a "Genie"from a bottle. Not Gee-Ann! Even pronouncing it as "Jean" would be an improvement. Good grief! It's very frustrating. Can't someone write it phonetically on my information card? As an educator, I learned to always pronounce my students's names correctly as a measure of respect and manners. Not sure what the excuse is outside of a classroom for mispronouncing someone's name. read more

The Spa and Sauna - Still not clean - Hot Tub & Pool Near Me - Reno, Nevada

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Had a hot tub wired by brightlife and it was incorrectly wired. The Spa and sauna company sent out a tech to fix it. That tech misdiagnosed the issue and caused cosmetic damage to the panels and corners of the tub. I wish more care had been taken. A second technician came out a few days later and correctly diagnosed the issue and fixed the wiring. Although there was nothing he could do about the cosmetic damage which is disappointing. read more

This place was great and Jackson got us a great deal on our 2 person infrared sauna. He answered all our questions and was so friendly. They have it all there. Spas, pool tables, table shuffle board, fuseball tables and Saunas. If you're in the market for any of these things I highly recommend! read more

The Spa and Sauna - We bought this baby! - Hot Tub & Pool Near Me - Reno, Nevada

I have been trying to work with these folks for tI do not recommend them because they do not respond to my request for service and they don't call back when you leave them a message. Update: after posting a negative review and explaining my situation, the owner got right back to me today and he's having somebody come out in two days. read more

Very expensive on spa replacement parts. Purchased a heater for 550.00 then found it for 251.00 somewhere else. Do your homework.

Wow, this business cares about me as a customer. We purchased a jacuzzi from them, 8 years ago. Everytime they have serviced the jacuzzi, things are done right...A couple of minor repairs and a few cleanings. Jashad, the service scheduler, is extremely customer oriented. We are very pleased with the level of service and customer care that they provide...And we love our jacuzzi. read more

Nice showroom with lots of products to choose from! The people working here were friendly, personable, and helpful. When we arrived there were several people being helped so the woman behind the counter offered us water and we wandered around. They were able to meet with us after just a short wait and didn't push us into a hasty decision. It was clear they have a lot of local business based on the receipts on their little spike on their sales desk. The showroom was bright, clean, and full of options ranging from economy to high end. The only thing that I thought they could do better is to have prices listed on their floor models. It would help with the sticker shock when people are sitting down and talking numbers. They seem to be the biggest store in the area with 3 locations to most others' single locations so inventory is good. They are also the only store that you get referred to if you go to manufacturer sites for certain brands in the area. The salespeople were good about following up and although we didn't buy from them we will likely get salt solution from them when it's needed due to their convenient location. read more

I encountered a very aggressive driver from The Spa and Sauna Co. on I-580 south of Reno. As I was passing another vehicle, the van from The Spa and Sauna Co. flew up on me. From comparing distances with the other vehicles that are visible, you can see he is only about one vehicle length behind me. This is a road with a 70mph speed limit and driving like he was is incredibly aggressive, unnecessary, and dangerous. There were vehicles in the next lane that prevented me from being able to move over to escape this madman. The attached photos from my dashcam show the vehicle and driver. Please train your employees better. read more

The Spa and Sauna - Hot Tub & Pool Near Me - Reno, Nevada

I have been doing business with this company for years. They are always helpful and honest. I recently purchased a new spa cover. I picked it up at the store and took it home. When I got home I realized I didn't know how to attach the lifter to the cover. I call the company and Michelle in customer service helped me out immediately. Within an hour BJ was at my house to help. He installed the lifter to the cover in record time. I hold the highest regard for both Michelle and BJ. They calmed my stress and were beyond helpful. Thanks read more

Grant was super helpful from the start when I walked in the door and delivery and setup was quick and easy! Would recommend working with these guys and they answered all my questions read more

INCREDIBLE customer support! Donnah at the Santa Cruz store was an absolute delight to work with--exceptionally friendly and incredibly prompt in providing assistance. She went above and beyond to ensure we obtained what we needed promptly. In stark contrast, their competitors down the street not only refused to help but conveyed an unwillingness to assist in ordering a new hot tub cover--a Christmas gift for our father. After three weeks of futile attempts elsewhere, Donnah handled the entire process in under 20 minutes! It was a true Christmas miracle! I am thoroughly pleased with the outstanding service Donnah provided. 10 GOLD STARS for her exceptional efforts! read more

Reno Spa and Sauna are a good company. They were helpful and informative during the process of buying our spa, as well as delivery and set up. Ever since, they have been responsive to any technical product issues, as well as needed repairs (which have been few). Overall a good place to buy a spa and to have it serviced as needed! read more

We bought a beautiful salt water spa. We absolutely love it. The team at the Spa and Sauna Co. has been great throughout the process. The sales staff was very knowledgeable and helped us to make a great choice. The installation team was on time, professional, and did a great job. Follow-up support has been excellent. Highly recommended. read more

I have used this company for the purchase and maintenance of my hot tub for many years. They have always been fair and responsive to the needs to keep my hot tub working perfectly. Michelle, the Service Manager has always been attentive to getting my service completed and making sure her technicians are ready to help. Joey, the technician is friendly and professional. He is knowledgeable and makes sure the hot tub is working correctly before he leaves. He seems to always have the parts but if they have to be ordered he returns quickly and installs them to make sure things are running great. Thank you for keeping us up and running. read more

MY hot tub does not run although it has power. Repeated to calls to the Spa and Sauna company got no response as to service work date. With winter here I am concerned about freezing water and destroying the hot tub. The best answer I received was we are on the waiting list and no indication of a service date. I consider this an emergency but they do not. 2 stars only because the answer the phone calls. Jerry Miller 5099617198 read more

I have learned so much about spas from Nick, who works in the S. Virginia location in Reno. Nick taught us all the "ins and outs" of each manufacturer, model and water type (we went with salt water). After the decision, Nick helped us to navigate the zero-interest financing, which is a wonderful benefit! Nick has helped us to coordinate the delivery and has kept us informed throughout the entire process. We get our spa on Friday, and we cannot wait! If you are considering a spa, please get with Nick to help you navigate the process...he is a great resource! Thank you, Nick and everyone at The Spa and Sauna Company!! read more

Just received our swimspa.... the delivery and installation was handled safely and professionally. The lead installer Anthony Williams coordinated his team efficiently with the Crane operator. What it came to installing the Covana top the rest of the crew Nick and Chris kept pace with Anthony and did a beautiful job with keeping the wires tucked, and perfect alignment. I am in love with our new swimspa E500 with treadmill. Reno Spa and Sauna is definitely where you want to buy yours. Service is everything, even the salesperson Zach was involved in the details and has scheduled a follow up onsite visit to make sure we are completely happy with our purchase. read more

We purchased our spa from spa and sauna co 6 months ago. The purchase went well. Price nothing special. Sales service good. Delivery was smooth and professional but not prompt. They were backed up for weeks. After the sale warranty service is terrible! I call for the service dept and 3 of 4 times got no return call. When i did get the return call i was told they would check on it and someone would call... CRICKETS... It would take many phone calls by me to ever get anything to happen. Currently Im waiting for 2 weeks and running for a call from a service technician. With this abysmal service after the sale I would not buy from them again. I do not recommend this company read more

I would give them -5 stars if possible. We purchased a Calderra spa from them, and they were great, happy to take our $12,000. Since that time we need repair as the control board went out. I paid $120 for another company to diagnose the problem after The Spa & Sauna Shop cancelled my service call on the day it was scheduled. (Our appointment was 21 days from when we initally called.) Then today, 20 days later we had another service call scheduled. They were a no call and no show. I even called The Spa & Sauna shop to tell them I had someone diagnose the problem and please make sure to have the parts available. The company that diagnosed the problem is not a certified Calderra dealer and is unable to purchase the control board. I have been without a working hot tub for 41 days. This company is as nice as can be and will be your best friend when you are purchasing, but impossible if you have a problem. Save yourself from having a spa that can not be serviced in Reno Sparks and go somewhere else. read more

I bought a new sauna there a year ago September and a part to heat the water broke. I asked them around the 15 th of November to send someone to repair it. They kept putting it off, saying try this, try that! Now my new tub is frozen .......,,update: they came out and fixed my spa, everything was covered by warranty and I was back enjoying my spa. read more

We love our Sundance spa. Quality is great. If you are looking for a company that provides quality customer service and support don't buy your spa here. We eventually had to go in and sit down with the manager to get our spa. Two weeks after we got our spa the cheap clips they use broke. We have called over seven times now and left messages either on a machine or with someone and no one has called us back. I'm disgusted with the customer care they give once you write the check for your goods. Buyer beware. read more

SCAM ALERT! I love giving good businesses good ratings. This is a rare warning. I simply wanted to buy a hot tub. With the good Yelp ratings and the owners concise responses I though this was an honest business. After two weeks of being jerked around with changing prices and "in-stock", "out-of -stock", "oh that price was only for that one we sold..." stories, it became a waste of time and energy....good luck if you dare to try and buy here! read more

I went to the Spa and Sauna on my birthday in Feb. to buy my first time spa. Had to wait because of Covid 19 but during that time I spoke to Kevin a couple of times who was very reassuring that I would get a spa. It was delivered today right on time by 4 very knowledgeable young men, Anthony, Nick, Chris and P.G. They got everything unloaded safely and set up in a timely manner. They all had their own things to do and they all did it very well. Anthony backed the very long truck and trailer down my driveway and through my gates with no problem at all. When they were done they went over all the things I needed to do to get ready, showed me where the filter is and how to fill it correctly. He went over how often I need to change things and told me about being able to have things sent to me when I need them. Thanks to all of them for making this purchase so easy. read more

Just accepted delivery of our Caldera Martinique Spa and it's a whole new world out there. We thought our old spa was pretty good but this Martinique is vastly better. I was in it last night and this morning and it has improved my back and knee troubles already! The delivery crew was very good and the follow-up and training was also very good. We're very happy that we made this decision. read more

No one has reached out to me online or offline! Maybe this is something the owner should get involved in? After this post Michelle did call me. Thank you. read more

Anthony, Nick and Chris were timely, professional and careful. They moved our Spa across three different types of services to its final spot and adjusted it exactly how we wanted it. They took the utmost care while moving our spa and protected it against damage. I highly recommend their professional services and if you need a Spa moved, look no further! We intend to use their Spa servicing technicians as well for regular service and maintenance. read more

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I was in search of a specific part for an older Jacuzzi hot tub. I didn't even know what the part was called, but had photos. Michelle Depaoli took a look, did the research and located the replacement part on one of their repair vans. She texted me and let me know. It worked perfectly. I was very happy and thankful for the high level of personal service everyone in the store exhibited. I'll be back. read more

Thank you to Kevin for helping us navigate through our Spa purchase. Very patient and knowledgeable; with great suggestions since we are new to the Reno area and not familiar with weather conditions. Came out to the house several days later to review chemicals and good care of our investment. Delivery by Anthony, Nick, P.G., Scott and Johnny was outstanding! No such thing as a Silly question! Helped us get the water filing technique down so we could enjoy a relaxing evening immediately! Awesome guys!! read more

Everything about this company is first rate. We bought a larger Geneva model of Caldera spa from them last month and it was delivered today. Right from the start, our sales rep (Mark) was knowledgeable, patient, and courteous. No high pressure sales tactics. This was at the Sparks location. After purchase, they followed up with estimates on delivery and called a couple of times to confirm. As promised, they arrived right on time with delivery and had it set up within a couple hours. Nice, careful, and thorough delivery people and somehow managed to squeeze the big spa through a narrow band of plants without damaging anything. Everything set up perfectly to our liking and thoroughly explained. I'm hoping we won't need to come back and update the review. From the way they operated their business so far, I expect everything to go smoothly if there are any issues down the road. read more

From dealing with Michelle to the service gentleman who came and quickly fixed a hot tub problem without charge, service has been excellent. This has been my general consensus after dealing with this company for a number of years and I would highly recommend them. read more

So happy with our experience with Spa and Sauna. We were referred to them by a friend (who 3 years later still keeps in touch with his sales rep). Communication both via phone and email was really great. They are on top of things without being overwhelming (it is a hot tub we're dealing with after all, I appreciated that they understood when I couldn't get back to them right away when I was at work). Aside from great guidance through the purchase, they have been amazing in following up to aid the learning process of maintaining the tub, sending techs on two occasions to answer questions. Michelle, Kevin, Joey and Louis, all wonderful people that have helped us to enjoy our hot tub! read more

Great service and selection. We enjoyed working with our sales consultant Nick. We are enjoying our Sundance spa and appreciated the special service by Nick, he even came to our home to show us how to use all the great feature of our new spa. Thank you again (CM). read more

We bought a new hot tub from Bob, who worked with us to get the salt water hot tub we wanted within our budget. It was delivered last weekend. Casey, Al, Anthony and Nick did a great job. They were very friendly and helpful. I would highly recommend this store to anyone looking to buy a hot tub or sauna. read more

The Spa and Sauna - Hot Tub & Pool Near Me - Reno, Nevada

Scott has shown up and fixed the jacuzzi quickly, very reasonable and very professional man, my wife met him and told me about the amount of useful information we have received, pleasure dealing with punctual and professional people. They should have sent Scott on day one! read more