It took a bit of time, but other companies weren't even offering repairs without a maintenance contract. They had a good response time, found the problem, tracked down the parts, and made the necessary repairs to get our tub running as good as before. Ya, a little room for improvement. The service tech had to come out twice, but I'm not taking a star away for it bc he was honest and made it right without excuses or charging us extra. Only star i took away is over communication. I appreciate the quick replies when i reached out, but I would have been more appreciative if they were the ones reaching out to me. Just a little more proactive to keep customers updated. I'd recommend them & would call on them again (I'm hoping not to need their services again though!) read more

I'm disappointed. I purchased our large spa from Randy and team and have used them for the last 7ish years for supplies/service, etc. Had good service and response even though hours and location changed (that happens!). Love our Jacuzzi. Lately though, I reached out for a service and was advised they had made some staffing changes, and the new technician wasn't quite up to speed on a couple things. No worries. I had them drain and waited six months. I have called twice and left three different emails requesting a response...just want some maintenance. I haven't received any type of response either via email or call. That seems unusual for them, and I am concerned. Having said that, will need to call someone else. I hope all is ok. read more

shout out to my friends at certified pools and spa. They are the most professional and friendliest kind of people to deal with. They made my experience there at their store the highlight of my day. read more

Quality starts from the beginning, hoping it ends like it started. There's been sudden changes to the business that's not really concerning, but it's not relating to what I need as they say. Demand is the spectacle of all things. I hope that everything goes well. Starting with a new front office person read more

We've used CPA for years. They installed our Jacuzzi spa and the few times we needed servicing, they've come and fixed the problem. Very responsive to phone calls. Heather is great. I have had an ongoing problem with the spa and she's given me good advice. So 5 stars for all that. Until now. I've left several messages about my leaking spa. Emailed them. I have not gotten a call back. I came to Yelp to see if they've gone out of business or changed hands. But the business seems to be up and running. My problem is that I live a good distance from Reno. And CPA has been amazingly responsive about getting the technician to drive the nearly 2 hours to service my spa. I wish they would just tell me if they can no longer come out this far. Fair enough. I've made a half dozen calls to places between Reno and Chico to find someone...no dice. CPA was my only option. And now they're not calling back! UPDATE******UPDATE***** I got a call from Heather today. As always, she was extremely helpful. Remembered my problem with the hot tub. I am scheduled with Vince who has serviced my hot tub before. Folks, this business is busy with summer time pool openings and other services. I'm just glad they're still in business. I was worried. And 5 more stars for Heather! read more

The office bills weekly. When I missed one week, they charged $35 on top of a BS $2 fuel surcharge. The office offered to take off the $35, and never did. ten days later, another $35 charge. When I called, she said that she had sent an email, having changed her mind. What a terrible company. Avoid them at all costs. I see that I am not alone. Read the other reviews. They threatened to bill me $35 per week. Sure... This was where she offered to remove the charge: Thank you for bringing this to attention. Although you signed a service agreement outlining the late fee process, and removing any fee goes against the signed service agreement, I offered to remove the $35.00 late fee as a courtesy due to your dissatisfaction with the $2.00 fuel surcharge. It is unfortunate that the quality of my customer service did not suffice your complaints and financial problems, but I believe you've gained your satisfaction through your yelp review. I will be following the company policy going forward with the remaining 3 invoices. She didn't like the YELP review. They can tell it to the judge. read more

Very nice people. Do yourself a favor and cancel your over priced/ under performing spa or pool service and give them a call.

Do not use this company under any circumstances. They represented that they could winterize our swim spa. It leaked afterward. It leaked for six months while they tried to fix it week after week. Now they are saying they aren't responsible for the leak after all. What a crock! I will be seeing them in small claims court! read more

Always very helpful travel in from Spanish Springs to get my spa chemicals from them because they are that good

I've been using certified pool and spas for years. They service my hot tub every month and are on top of any repairs needed. I highly recommend their knowledgeable and reliable staff! read more

I called Certified Pool and Spa in Reno for a cleaning service for my pool. I asked what services they provided for cleaning for the $100.00/hr. per visit. I was told they do not work under a written contract. I was generally told what services they would provide during each visit (first red flag). Reluctantly, they said they would send me an email describing what they told me they would do at each visit but only after I continued to ask (second red flag). The receptionist did not like my calm persistence. That email came after the first service. At the first service, the representative said he was not the pool service tech but had some experience working on pools. He mentioned that he was filling as a pool tech because the pool tech recently left their employ (third red flag). When I asked him what he would do for the service, he said he would take pictures of my system, test the water, and provide other services. He left, under an hour, without providing all the services he said he would provide (fourth red flag). Later, I received an invoice for $110.00. The additional $10 for travel was never mentioned (fifth red flag). When I called and spoke to the receptionist to explain the situation, I asked to have my service plan changed to a monthly service. I also asked for an adjustment on the billing because the service representative did not provide the service he described or that had been described in the email I received from them. I was told they would first speak to the service representative who serviced my pool and get back to me. Certified Pool and Spa said they could not change to a monthly service plan unless they came out one more time to test the water and confirm all was good (sixth red flag). I put that second service on hold until I heard back from them. I did receive a call back from the manager who did not mention any conversation with the service representative or whether they would adjust the billing for the lack of service. Instead, she said she talked to the owner and that Certified Pool and Spa would no longer provide me pool service because I was not a "GOOD FIT" for them. I should have learned after the first red flag. Based on my experience, I would not recommend Certified Pool and Spa because they are not professional, do not stand behind their work, did not honor their agreement, and did not put my interest, as their customer, first. BUYER BEWARE! read more

I felt I needed to say this... we bought a spa elsewhere ( since this company doesn't sell spas anymore) and had a difficult time getting help to know what we are doing. We called CPS and Heather was AMAZING! We went there, she tested our water, dumbed it down for us so we could understand and SHOWED us how to fix our water situation. She also made an apt for a technician to come out at a later date to re test and tell us how to actually use our tub and maintain the water. Hands DOWN! I recommend this company! read more

Following our move to the Reno area, and after building a gazebo for a future spa, we were on the hunt again. What a pain. It was 12 years since our last spa purchase. A few brands we knew to stay away from, a couple of businesses that offered warranties, but had third party repair folks should something go wrong led us to Certified Pool and Spa on a friends recommendation. We met Natasha. Direct, knowledgeable, informative, no nonsense and workable. While my wife spoke to Natasha, I engaged in a conversation with Randy, who I had no idea was the owner. Very unassuming, never boasted about himself, never talked down to other employees- just a genuine person. I knew I wanted to do business with them, and we did. We negotiated a price on a Jacuzzi brand spa. Delivery was coordinated with our electrician and the delivery crew was an A+ crew. They were detail oriented, engaging, polite, responsible and clean. You would have never known they were there. We received our start-up instruction and lesson. Not too much has changed from how we maintained our previous spa. We just enjoyed their company and certainly, they enjoyed their employment with the company. However, after they left, I drained the spa and filled it with a great Merlot (LOL). In all seriousness, after all the searching and research we did for a spa purchase in Reno, We highly recommend you consider your purchase from Certified Pool and Spa. On a side note, those posting dissatisfaction with repair issues of old units...we have been through that. After 12 years of ownership, our old spa started leaking. What a trial that was to locate the source of the leak. Injected foam was peeled away, supply lines were replaced jets were replaced, and we were guaranteed that leaks would develop elsewhere, and they did. It would have been less costly in the long run, if we didn't sell that house, to just purchase a new spa. Although it was in great condition for its age, the only way to have resolved the problem effectively would have been to just rebuild the plumbing. So, please don't take the repair posts too seriously. Sometimes it's just best to start over. Especially in our case with a 12 year old unit. Hopefully, we get just as much life out of this one. To the entire staff at Certified Pool and Spa, Thank You. To everyone else, Cheers. read more

Certified Pool And Spa - Hot Tub & Pool Near Me - Reno, Nevada

I would not use this company for any pool or spa work. Certified Pool and Spa replaced my automatic pool cover last year. The new cover stopped working almost immediately. I had to call repeatedly to get the company's attention and then they said I voided the warranty because of the way I opened the cover. They finally admitted that the problem was the installation and they repaired it. (They also charged the debit card I had on file with them without my authorization.) This year, the cover failed because their tech used the wrong screw to install it and the rope slipped off the screw. While I was troubleshooting the problem, I noticed they cut the ropes too short when they installed the cover -- there's supposed to be a minimum of 8 wraps on the reels when the cover is completely open. Their tech cut the ropes leaving zero wraps. The ropes shrink over time and now one is binding and the cover will not open. CPS claimed one of the ropes broke, despite never coming to look at the problem. They have refused to call to talk to me -- all they did was send emails blaming me for the problem. Now they've given me the name of another pool service company and told me they will be of no further assistance. read more

I wasnt rude or volgur to any of your female employees my mom raised me better then that i raised my voice and thats it

We needed help with our hot tub. So, we called Certified Pool and Spa. After talking with Natasha and Randy, we decided it would be best to buy a new one! They were having their Black Friday special. So, we took the plunge. The next day, Kyle, Daniel and James delivered it and set it up. They were friendly, helpful, respectful and courteous. Kyle very patiently explained how to test the chemicals. Today, I had a question. I called Kyle and left a message. I called James and left a message. They both called me back! Such great customer service. I know if we ever have any issues, they will help us! By the way, they took the old hot tub away. We were super satisfied. If I could I'd give them 10 stars! Keep up the great work! read more

I've been using Certified for 3 years now - as a first time pool owner they have been tremendously helpful, answering all my questions and walking me through how to maintain my pool/chemicals/cleaning/pump etc. They are always professional and make it out quickly whenever I have a question that needs some looking at. I've used them for cleaning, pool opening and closing and pump repair. I highly recommend them. read more

When 3 other competitors couldn't help us, Natasha at Certified Pool and Spa moves mountains to do so for quite literally HALF the price of what the other places said it would cost us. We bought a home with a specialty model jacuzzi brand spa. It needed a new cover and some minor repairs, but we couldn't even initially figure out the make and model due to its rare nature. Within a few hours of talking to her, Natasha found the make and model, found the specific pieces we needed, and was able to quote us on a custom made cover for half the price of 3 other places I had previously been working with. THANK YOU, Natasha! You've made our new hillside home that much cozier and relaxed and made the entire process so much easier. Will return for all of our spa needs. Highly recommend! read more

We moved into a new home with a pool already there. The previous owners used Certified Pool to install and maintain it. We decided to continue using them when we moved in. What a big mistake that was. Right off the bat, we had issues with them billing us. We were billed double one month and had to call them each month thereafter to make sure mistakes wouldn't continue to happen. Then the technicians who maintained the pool were very unprofessional. We have cameras in our yard and captured the technician kicking our cover to try to fix it. He was on his cell phone during the whole time he was servicing the pool. We reported this activity to the owner and he warned his employees that there are cameras all around and to be aware of their actions. He basically backed his employee and didn't try to satisfy us as customers. We hired a new company to maintain our pool and are very satisfied. We felt that the owner of certified pool didn't care enough to make his customers happy with their service. We felt that this business didn't care much about the customers needs and concerns. We do not recommend this business to you. Sometimes businesses need to hear criticisms in order to change their behaviors and become better at customer service. Since we changed pool service, we see a great difference in the two companies. We suggest trying other pool service companies if you are not satisfied with Certified Pool service. read more

They called my fiance after I posted this review to tell him that it was going to be expensive to repair our hot tub. Is it possible to know that without touching or testing the hot tub since all they have done thus far is take pictures, you decide. I'm no hot tub expert, but we feel like they should have touched something, maybe tried to turn it on, anything. They offered a refund IF we take our complaint down. If....is that good business? I'll let you know if they do the right thing and give us a refund, but it doesn't change that we never should have had this type of experience to begin with. They did give us a refund. read more

The only reason I'm giving them 2 stars is up to today, their service has been very good. This company installed our pool originally and we felt very comfortable with their service. Today was winter pool closing that we've been planning and preparing for now for several weeks. Our regular technician was out just two weeks ago and we went over where our pool cover was and lowering the water level. He told us that was great and he would take care of it. Today a different technician came out and I checked in with him when he arrived. He asked where things were, first red flag. I showed him the pool cover and he proceeded to inform me that I'd be receiving a letter from "Randy" the owner about not having our water level lowered and they would not be responsible for any damage over the winter. I explained to him that we went over this with our regular technician and was told that he would take care of it and that I had also confirmed that with the office "Heather" when she called the other day and was not told that this was a problem. The technician that was here today was rude and very unprofessional. I put a call into the office and left a message, Heather called me back. I explained to her that I was not very comfortable with the technician that was here and what had happened and she accused me of having the problem and that it's taking their guy extra time since we hadn't lowered the water. She also accused me of being rude and annoyed on the phone when she called the other day when I was not. If she had said we should lower the water, we would have. I tried to explain that to her and she continued to argue with me. I've been in business for over 40 years and understand fully about customer service. We've built very successful businesses around good customer service and this company does not make the mark. There are other reviews with complaints about office staff so I'm seeing a pattern with this company. As I told Heather on the phone today, I'm very disappointed as we've had good service up till today. After getting off the phone with "Heather" I informed the technician that he was done here and needed to leave now. No good paying customer should be treated with such disrespect and rudeness. If you are considering this company, may this be your warning. read more

We bought our Hot tub from this company about 8 years ago. It was not new, they had refurbished it. It was a couple of years old. We have had little to no trouble with it. The company comes to service it twice a month. The technician is always courteous and is timely. Not all companies offer this service, but we have found that it is worth it to keep the spa in excellent condition. They are great at proactively attending to any potential problems before it turns into anything serious. They even scrub the cover for us... Love them! They care! read more

Working with Rob was incredible. No hard core sales pitches. Fielded many questions. Worked with me on financing. Helped with installation process. I love the tub and I highly recommend this group. Fantastic experience! read more

I bought a house in south meadows neighborhood which has a hot tub and I used Certified Pool And Spa for guidance and expertise. Natasha was very knowledgeable, tested my water, and was the perfect advisor for us. Candidly i was intimidated by water chemistry, but Natasha helped me get passed that. If you are confused or want someone who understands spas and hot tubs, see Natasha. read more

I have been using Certified Pool & Spa since their old location and previous owner. Under new management C P&S is ever better! I have been duly impressed with their customer service in answering even the most simplistic questions in chemistry to being more than willing to special order parts and accessories. Everyone likes having a "guy"...Mike is my guy when it comes to hot tubs. read more

I received no response or refund from Certified Spa, after this response to the owners attempts to contact me. Never use them !!! Mr. Reid, I am responding back to your repeated attempts to contact me, phone messages, text messages, threats to contact my friend who made (1) phone call to you for the initial appointment, and now....... tracking me down on Facebook. This continued pursuit of me is becoming alarming. But I will respond this 1 time and give you my view of my dealing with your personnel and workmanship. I contacted your company to perform 2 simple things on my spa: 1) Clean the spa. This was done extremely well, and this particular worker was friendly and most certainly an asset to your company. 2) Fix the spa in that all the jets on 1 side of the spa were not working. Your first worker arrived and cleaned the spa. During the process in conversation he advised me that I would have to wait to have the spa fixed because he was not a maintenance technician. He advised me that it would probably cost around $2,000 to fix the issues, but that another worker would make that determination. He also advised me that he would talk to management and they would call me back shortly, to put me on the schedule. He also advised me that he would leave the spa empty, 'no need to fill it just so the maintenance technician would just have to empty it". I waited for probably 10 days with no phone call from your company to fix my spa. I finally called and was mildly amazed that no one had attempted to call me, or were even going to. I then set up the appointment, and had to wait an additional amount of time to get the work performed. All with an empty spa. read more

Worst experience ever. Spa stop working during reno cold snap. Came out couldn't diagnose. Came out a second time indicated we needed a new board for the tub. Never called back to give us price to order. Hot tub pipes froze. Now have to look for a new hot tub Terrible customer service and diagnosing abilities. Won't ever use them again. read more

Just purchased a spa last week and it was delivered up to our cabin 2 days later! Caitlyn registered the spa for me and helped me with the set up over the phone. This company has great prices and gives you 10% off chemicals if you buy from them. We'll be purchasing another spa for our Reno home once our yard is done. Thanks again! read more

Certified Pool & Spa is one of the only business in the area that sells Jacuzzi brand products, parts, and service. Having orginally purchased my Jacuzzi from Certified Pool & Spa, I continue to be happy with their service and their availability of filters and other accessories. I LOVE my Jacuzzi and Certified lets me enjoy it even more! read more

After discussion with Natasha and the owner company provided a replacement cover with appropriate insulation at the hinge. They installed and removed the previous cover. I have not had time to refill the tub after replacement and draining but will in the spring. They have been very helpful. A suggestion to them and cover buyers is to request clear installation instructions for the cover so that there is tension when buckled to ensure a good seal. read more

Certified pool and spa went above and beyond in making sure we were happy with our purchase. They also had the best prices on Jacuzzi tubs as we had been shopping for a while. read more

I had continuous problems maintaining my endless pool. They diagnosed the problem, gave me lots of advice, and sold me products that really worked. The pool has had balanced ph... for 3 years. I go to them any time I have a question pool maintenance. read more

Natasha and Randy were great today. We picked up our new spa cover. They were very helpful with loading it into our truck. Thank you so much!!!! Great for all your spa needs!! read more

Randy, Tammy and Amanda always treat me great. I purchased a Jacuzzi JL-X from them and they have been nothing but fantastic. From the install to routine maintenance, they have all the bases covered. We would highly recommend them your next spa purchase or service. read more

I just wanted to let you know how pleased I was with your guys today. Particularly your lead guy ( sorry I don't remember his name). He stayed with me until everything was running and explained it all to me. Very well done! First class job of installing my new hot tub, under very tough location circumstances. read more

Recently moved to Reno, bought a house with an old hot tub that wasn't working and wasn't worth fixing due to its age and condition. Visited several local hot tub/spa dealers and did a lot of online research before deciding to buy from Certified. Besides having a good product at a good price, their sales and installation service was excellent. Mike was pleasant and professional to deal with. He was very knowledgeable and answered all my questions (I'm and engineer and ask a lot of questions/research when I purchase). Really enjoying the new Jacuzzi! read more

Dog friendly! Unbelievably helpful!!! I won't ship anywhere else for my spa goods!! My only regret is wish I had bought the thing here!

Recently purchased a Jacuzzi spa from CPS. From the very inception, the Customer Service has been, and continues to be, Best in Class! Tammy, Randy and Mike are very knowledgeable and quick to respond to all of our questions. They have made special trips to our home to demonstrate the proper use and care of our spa, could not ask for better post sale service! Mike has gone above and beyond to ensure we are comfortable operating our spa. He has demonstrated incredible patience with me as a spa 'neophyte'. I highly recommend purchasing a spa from CPS. read more

Great experience with spa repair services. Chad accurately diagnosed and fixed a nagging problem with a spa that they didn't even sell us. Good service and great people! Thanks, Chad! read more

We recently bought a Jacuzzi from Certified Pool and Spa. The owners were very friendly and professional. And when my husband had charged the balance on the wrong credit card, the owner reversed the charge and put it on the "right" credit card, no questions asked. In a time where we have had difficulty working with the people building the patio/jacuzzi cover, Certified Pool and Spa was one the one place that we had zero trouble with. They gave us an offer, honored it, and showed up for delivery at the time they said they would. Also, we do love our Jacuzzi hot tub! read more