Renaissance Ceramic Pools & Spas

Sorry to see all these poor reviews, as our experience was quite good! Only complaint I would have would be with the lack of communication, which is why I only gave 4 stars and not 5. Such as why we saw no progress for about 3 weeks, and after calling the pool installer were told they were waiting for us to apply the slider door alarm befor requesting the city inspection. Nobody ever told us about doing this until this phone call. After this issue was resolved, we have nothing but good to say about the workmanship! Reuben (the installer) was fabulous and his workers were very clean; Noe (the cement guy) was the best!!! His guys and their work were the best we’ve experienced since living in vegas and owning 3 houses (over 32 years). They were prompt, courteous, clean and very proud of their work. We were so impressed with Noe and Gus that we hired them to do even more work on the property such as installing travertine patio and additional pavers. Our sales person at Renaissance was Heather, and she returned every phone we made. Hope anyone else thinking of installing a ceramic pool will consider them. Thanks guys!

Worst company ever! Horrible customer service! It’s like pools «a la carte». Trying to get anything done is like pulling teeth! We have had a hole in our yard with an empty pool for over a month! The sides have huge gaps, we have two small children and pets and it’s not blocked off at all! They have worked obit maybe a total of 4 days. We have done most of the footwork and it’s till not done. Had they not lied or had we known better I would have just gone with a gunnite pool from a better company. They could care less about their customers and their money. Trying to get ahold of anyone is ridiculous, nobody comes in or answered till 10, the one in charge of ours is off Monday and Tuesday. You can leave a message but nobody will call you back. The owner answers the phone and I said I had an issue while they were at the house doing electric and he said «oh you need to talk to Tanya» «but she’s out picking up her sick kid» took my name and number and never got a call Do yourself a favor and don’t waste your time or money with them

The owner Jim dropped the ball once he got our down payment. He tried nickel and diming us for everything from stairs to the crane installation. He said don’t worry the installers are experienced and will make sure everything works right. He said there was no need to come out and pre-​measure. The covers will not slide off the way they are supposed to because one was set to close to a tree. Now I have to pay a gardener to move the tree. Jim the owner is very nice until he gets the sell. He takes no responsibility for their mistakes and I will never buy another thing from them. The spa we bought was over 20k. I would have expected better service.

My husband and I had a great experience here with purchasing our 1^st spa after the professional assistance of Jim. Jim was very helpful, knowledgeable and patient with our questions and the pricing was very good. We are excited about our purchase and knowing this company will be around for any future needs or questions. Thank you Renaissance Pools & Spas!

Renaissance Pools & Spas is a great family owned business with friendly customer service. Jim and his staff are very nice and knowledgeable. We got a good price on a MAAX Elite spa from their huge showroom on a Sunday that was delivered the following Wednesday as promised and we were able to relax in it that same weekend.

We just bought a spa for our home, from just looking, all the way to installation, the entire staff were friendly, professional, patient and very caring. This esured our purchase. We looked at many other places in Las Vegas, but most were either horrible salespeople, or used spas! This place has many years of experience, yes, buying a pool, or spa is not like buying a bag of tostitos! Be patient. All around great experience so far. Mark

I received an email. The pool will be ready for use over the holiday weekend. I’m glad they are stepping up and willing to get the job done and before the holiday!
** and thank you to the smarty pants who used the compliment messenger to tell me that they are friendly and not after your money.. you did not go through our experience. How would you know how we were treated. They even left us to cut out our own pool cover. I had to keep after them … Finally it was cut by a worker who stated they don’t cut the pool covers for the customer. I remember asking if the pool cover would be sturdy. Tanya told me it would be a tie down strong type, we got plastic bubble paper no tie down. Also I did mention my cat allergy and no one seemed to care. Really nothing they could do. The whole place is full of the allergen. So if you thought moving the cat to another area would work… Yeah not!

Just wanted to chime in on this company had a great experience ! The the owner was very accommodating with our purchase. We visited the location multiple times before finally choosing. Our 471 maax spa! The owner even allowed the service foreman to visit our house to check fitment. The crane service was fast and efficient ! Looking forward to using our spa many years to come

Wow! So I wanted to buy a Big Green Egg yesterday (Saturday) and called them for information. I was sent to voicemail and left my phone number. I got a call back from the number but no one was on the line, just kids yelling in the background. So I went to Fergusons and spent $ 1600 on the egg and accessories.
I just got another call back from them today, he said they were too busy to call back yesterday. I told him what I had been looking for and where I went. He said «Too bad, we have them on sale right now». Now, I won’t receive delivery from the other place for a week so I was curious (was it worth cancelling?) so I asked how much the large one was currently. He responded «I don’t have time to look that up right now» then he said goodbye and hung up.
So, just getting information was impossible, I was given a rude, unhelpful attitude and I haven’t even purchased anything yet! Funny thing is I also have a pool and I am also looking to move in a few months, the goal is a house with a pool or if it makes sense we might put one in. Let me tell you, I have no interest in dealing with this guy, what a jerk! From the other reviews it doesn’t get any better after purchase.
I guess they are so darn busy they don’t need any more business lol.

I just want to say that this was a great experience with a family owned business that took great care of us. They were very friendly and easy to work with! We got a great deal on the spa, they arranged everything including the delivery and electrician and even took my old one away! We are very pleased with the excellent customer service/​timely delivery and hook up and would highly recommend Renaissance pools to anyone! By the way, the spa is awesome too, thanks again!!!

Pathetic customer service! Whomever the guy is working today at 11am is horrible! Trying to spend over $ 500 to get Green Egg replacement parts but it seems they don’t want the business. If I could give ½ a star I would. The only reason I completed my purchase was because I wanted to grill tonight but don’t make my mistake. Give your support and money elsewhere … This place doesn’t care or appreciate it!

Absolutely terrible service from these folks, I would highly suggest you purchase elsewhere.
Before they get your money, they are beyond helpful. But once you’ve paid? Good luck trying to get anything resembling even the most basic service from these folks. Just trying to schedule the actual delivery of our spa was a tremendous headache. Call me crazy, but dropping ten thousand dollars on something should afford you to not be treated like you’re a bother to the company, but that’s not how things work at Renaissance.
Our unit is just a few months old, but it already isn’t working. We’ve reset the GFI switches, reset the breakers, blah blah.. .no dice. We were promised by this company that if we had any issues at all we could contact them to send out a technician. Late last week, we called, explained the problem to the accented woman who answers there (I believe that’s Tanya, but I may be wrong), and she told us that Jose, their technician, would call us back later that day. A few days went by with no word from anyone at Renaissance Spas, so on Monday at 3PM, I called them back.
The same woman as before now kept cutting me off, saying I needed to be patient, telling me that things happen. Now, I was being perfectly calm, just explaining again that we’d like to get this handled quickly (this isn’t a personal spa for us, but one at a rental property that has guests coming in early next week. Guests who paid for a hot tub). The woman took my name and number, claimed this was the first time she had heard about this problem, and said their technician would call us back within an hour or so. I clarified that last bit and she confirmed that yes, he’d call back within an hour.
At 7:30 PM, while out to dinner, I received a call back from Jose, the tech for Renaissance Pools. He said, «I get a message that I need to schedule for tomorrow or today if possible to check on your spa.» He gave me his cell number, as well as giving me the shop number to call back. I called Jose on his cell phone at 10:50 AM the next morning (Tuesday), since I didn’t want to call him late when I arrived home from dinner. We talked for a minute, during which he asked me when he could come by the property. I explained to him how he could get on property without me being there and he assured me that he would be by before 5 PM that day (Tuesday). All was well.
Except when he hadn’t shown up by 4:30 PM, I thought I’d give him a follow up call. I got his voicemail and left a message. No response.
Cut to today, Wednesday. Still no response or visit from Jose by noon, so I called again and left another voicemail. No response. I called him again at 1:20 and left a voicemail. No response.
Frustrated at the total lack of communication here (hello? This guy is just going to walk on to my property, I sort of need to know when to expect him so the dogs aren’t out/​etc etc), I called Renaissance Pools again. This time, I spoke to a gentleman. I started to calmly explain my frustration here, but was cut off. «Ma’am. I have another call I have to take. I don’t have time to deal with this. I need your information and that’s all I can do.» Gee, great service. For the record, I can’t know for sure, but the voice was very similar to our salesman/​the owner we worked with in purchasing the unit. I gave the man my name, my phone number, and explained that we need a call back about this today. He said fine and hung up.
Give your money to a company that knows how to properly treat their customers. At this point, I’m going to have to file a BBB complaint on these people, just to get them to honor their service here.
Beyond that, we were assured by the gentleman who sold us the unit that it barely used any electricity and wouldn’t have a negative effect on our bill. I can tell you one thing: our bills are up SUBSTANTIALLY from this same time last summer and the only difference is that spa unit. Sure, it might be a coincidence, but it’s awfully odd timing if it is.
UPDATE: It took several more days with no communication, but the tech finally made it out to the house while i was out of town for work. He claimed that the breaker just needed to be reset (which is odd, because we had done that, but weirder things have happened), reset it, then left. He called me and said he was here less than 10 minutes. Because it wasn’t a warranty issue with the spa, he told me «the office» would «probably» be sending me a bill. Alright.
Cut to the other day, I get a COLLECTION LETTER in the mail. Not an invoice. Not a request for payment. A demand letter labeled «COLLECTION.» What the hell? Oh, and it’s for $ 190. So, just so we’re clear, 10 minutes of their tech’s time — where he admits he just flipped one switch– is worth $ 190. Meaning his hourly rate is $ 1140 AN HOUR.
And that’s AFTER I had to chase these unprofessional, rude people down for days and days. Take your money elsewhere.

I met the owner who was very knowledgeable about spas and the quality difference between brands. Installation was fast and professional, I would definitely recommend them.