The Spa and Sauna Co. - S Reno

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. See below for how the respond to customers. Sincerely, Ryan

Wow!! Worst service in Reno. LLPOF. Liar list 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. 😔

Danny is awesome!!! Highly recommend him! I do have just one suggestion. The company as a whole was tough to get ahold of. I had to call and leave messages and days went by with no follow up to my calls or my mom’s calls along with multiple voicemails we left to fix her hot tub. Michelle made the biggest effort to remedy that situation which was great, and they even used communication through text messages after that which was convenient if you are busy like me. We are overall very satisfied with their service once we got it done! Danny showed me how to check some things that I didn’t know about and I really appreciated his knowledge and expertise, as well as his love for my dogs that he came into contact with. I will definitely use this company again in the future!

Jeremy has treated my salt water hot tub 2 times. He is very professional, well dressed and eager to share his wealth of knowledge regarding my hot tub specifications. He is very precise with his measurements and cleaning steps. He is a good listener and remembers issues from previous conversations. Good communicator regarding expected arrival time. He follows up with his leadership to ensure outstanding issues are addressed. Very detail oriented, takes necessary time to achieve proper outcomes and does not rush just to get to his next appointment. It is clear that he cares about me- the customer! A refreshing excellent customer service individual. Thank you Jeremy!

Gigi was very prompt and professional each time we spoke. She listened to my request and worked with me along with her Operations Manager Mike to come up with a plan and scheduling to service my spa and get me the parts and supplies I needed. I have experienced more than my fair share of personal difficulties lately and my spa is sometimes the only respid I have. I am forever grateful for their support. Also, Michelle was quick to communicate with me when her team arrived to make sure the appointment went smoothly.

I requested service in my salt water spa as the spa was very cloudy and it seemed nothing I was doing was working to clear the water. The second tech that they sent out was excellent. Eric fixed the cloudy water and gave us a fine chemistry lesson. He was amazing. The Spa company was very responsive to my request and I appreciate it so much.

Zach is an amazing salesperson who truly cares about helping customers. He took the time to understand my needs and helped me find the perfect hot tub/spa within my budget. I never felt pressured, only supported. I highly recommend this location and working with Zach.