Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a swim spa from them in 2022 have a 5 year warranty the spa is not working called the warranty department explained the problem they said it was a electrical problem and to call ***** electric who ran the power to the spa did that they came out said it is not the power it is the spa itself not working suggested it may be a fuse paid them 6 hundred dollars told all this to the spa company they said they will get back ***** with in 7 days didn't happen I contacted them again they stated they were waiting on the manufacturer to get back to them I asked them what if it is not the fuse and something else can't someonecome out and look at it five 7 day we will get back to you emails this all started April 16 th no one has come out to look at it it still is not fixed don't know if it is the fuse or something else what do I do I need my spa fixed

  Business Response

  Date: 06/24/2025

  Reached out to customer after issuing a work order to our technician, however customer informed us that it was working properly so the work order was closed. 

  The process takes time as it has to be approved or denied by Jacuzzi prior to us dispatching our team, which can take some time.

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/2024 I stopped into Renaissance Pools and spas to inform them of my defective hot tub cover under warranty. *****(owners daughter) informed to send her pictures of the cover and she would contact Jacuzzi. 10/24/24 she confirmed receipt of photos and on 10/25/24 she spoke with jacuzzi and was informed that the cover would be replaced under warranty and would inform me of the **** 11/30/24-I still had not heard from Renaissance of the status so an email was sent and a blanket email received that they were working on my request and to allow 7 business days. Still no word via phone or email so I finally got a new contact at the company on 1/30/2024(*****) I forwarded her all the email correspondence from 10/23/24 and she forwarded emails to sales manager and *****. 2/28/25 email sent-no response. 3/12/25 warranty email that cover finally shipped -delays due to backorders should be in by end of the week. 4/22/25-I sent email to arrange delivery with no response. 4/24/25-stopped in store and spoke with *****, she said hot tube cover was upstairs but could not confirm that and refused to set a date for delivery. She insisted we leave the store mulitple times. At no time during our corresponse over the last 6 months did she inform us of a delivery charge. We are simply looking for our hot tub cover to be delivered as promised. If this was going to be an issue, she should have arranged for Jacuzzi to deliver to us directly.

  Business Response

  Date: 06/24/2025

  The customer was informed that their hot tub cover was on backorder and was later notified once it arrived at our facility.
  Due to the manufacturer's shipping policies, there is a standard delivery charge for any items not shipped alongside a hot tub unit. To avoid this charge,  the cover was placed on our next available truckload of hot tubs. In fact, the delay with the cover ultimately held up our full shipment due to extended backorder issues from the manufacturer.
  Once the cover arrived, we contacted the customer. At that time, our technician was unavailable to deliver it without a standard service charge. As per ******** warranty terms, the cover itself is covered under warranty; however, the delivery of the cover is not and is therefore subject to a service fee.
  The customer began making demands that the cover be delivered by a specific date. We do not conduct business based on demands from customers. We follow our established delivery procedures and scheduling protocols to ensure fairness and consistency for all clients.
  When advised of this, the customer became irateraising their voice, screaming, and using profane language in our showroom. Due to this unacceptable and aggressive behavior, they were asked to leave and informed that all future communication would need to take place via email. We have a zero-tolerance policy for yelling, verbal abuse, or hostile conduct toward our staff.
  The customer later coordinated with our technician and picked up the cover as arranged. Per our records, this matter has been resolved and the case is considered closed.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a jacuzzi spa that is still under warranty and I spoke with someone at the store and I was told to send an e-mail to the warranty department. I have sent numerous e-mails, and I have spoken with two people at the store who keeps telling me to send an e-mail.. This has been going on since May 18, *****. The only communication I received two weeks after the first e-mail was, is the spa heating and what was wrong with it. I responded back the same day and I have not heard anything since.. ************ has terrible customer service and they do not care about the customer after they get your money.

  Customer Answer

  Date: 06/27/2024

  They did send someone out here almost immediately after my claim was filed. The technician came out and said they had to order a part for the spa..However that was two weeks ago and I haven't heard anything back from this company..This company is horrible when it comes to customer service..You purchase from them and that's all the communication you get. Anything after purcahse your just on your own.. What a terrible way to treat their customers..Nobody has called back to say anything to me about what's going on

  Business Response

  Date: 07/01/2024

  As you mentioned, we promptly dispatched a technician to address the issue with your spa as soon as you notified us. We strive to provide excellent customer service, and this immediate response demonstrates our commitment.
  Our technician, ****, informed you that we needed to order a part, and it would take a couple of weeks to arrive. You also spoke with our office representative, who reiterated that the part was on order and that we would notify you upon its arrival.
  Due to staffing constraints, we are unable to provide daily updates regarding the status of the part. We have already notified you twice and will provide further updates when there is a significant change. As of now, the part is still on order, and we will inform you as soon as it arrives.
  Please note that parts are sourced internationally, and shipping times can be prolonged. Additionally, we have no control over the availability or backorder status of parts from *******. Throughout this process, we have fulfilled our responsibilities, and we appreciate your understanding and patience.
  It is unfortunate that you chose to escalate this matter to the Better Business Bureau instead of contacting us directly for an update. We value our customers and strive to maintain a positive relationship, despite any challenges that *** arise.

  Thank you for your understanding.

  Customer Answer

  Date: 07/01/2024

  I have NEVER dealt with a more BOUGUS, DISHONEST company EVER..Everything in their response was a total LIE. The only reason they sent the technician is because I filed a complaint with the BBB..I had sent several e-mails to the warranty department because every time I would call to speak with somebody about the issue NOBODY knew anything and told me to e-mail the warranty department.. It took the BBB to get on them just to send the technician which as I stated didn't happen until I filed the complaint.. The warranty department does NOT respond to your e-mails and I was told by *****(saleslady) who I have spoken to several times that you cannot speak to anyone in the warranty department it 's by e-mail only..Furthermore, the technician did NOT tell me any time frame on when the part was supposed to come. All he said was the  part had to be ordered..NO ONE from that business has said anything to me since.. They have NOT made any attempt to contact me to tell me anything about the part or when or approximately when it would be in...It's all a LIE.. If they had done everything this person claimed to have done I would not have had a reason to contact the BBB. They only responding now due to the complaint...This company is very DISHONEST and should NOT be allowed to be a part of accredidation of the BBB..They do NOT communicate with you at all.. I have read other reviews about this company and all the reviews say the same thing I have stated.. They are HORRIBLE....I don't need all the lies and trying to play on the sympathy of the BBB.. because everything they said in their response was  a LIE..I can show phone records where I have called these people several times and NOBODY can tell you anything except send the warranty department an e-mail and they NEVER respond back. NOBODY has contacted me and said anything since the technician left here over two weeks going on three weeks come Friday, I have not heard anything..They just keep giving you the run around..If you ****** their reviews, everybody is saying the same thing I have said.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21834762
  
  I am rejecting this response because:
  

  I have NEVER dealt with a more BOUGUS, DISHONEST company EVER..Everything in their response was a total LIE. The only reason they sent the technician is because I filed a complaint with the BBB..I had sent several e-mails to the warranty department because every time I would call to speak with somebody about the issue NOBODY knew anything and told me to e-mail the warranty department.. It took the BBB to get on them just to send the technician which as I stated didn't happen until I filed the complaint.. The warranty department does NOT respond to your e-mails and I was told by *****(saleslady) who I have spoken to several times that you cannot speak to anyone in the warranty department it 's by e-mail only..Furthermore, the technician did NOT tell me any time frame on when the part was supposed to come. All he said was the  part had to be ordered..NO ONE from that business has said anything to me since.. They have NOT made any attempt to contact me to tell me anything about the part or when or approximately when it would be in...It's all a LIE.. If they had done everything this person claimed to have done I would not have had a reason to contact the BBB. They only responding now due to the complaint...This company is very DISHONEST and should NOT be allowed to be a part of accredidation of the BBB..They do NOT communicate with you at all.. I have read other reviews about this company and all the reviews say the same thing I have stated.. They are HORRIBLE....I don't need all the lies and trying to play on the sympathy of the BBB.. because everything they said in their response was  a LIE..I can show phone records where I have called these people several times and NOBODY can tell you anything except send the warranty department an e-mail and they NEVER respond back. NOBODY has contacted me and said anything since the technician left here over two weeks going on three weeks come Friday, I have not heard anything..They just keep giving you the run around..If you ****** their reviews, everybody is saying the same thing I have said.

   

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/11/2024

  We take all customer complaints seriously and strive to provide exceptional service at all times. However, the accusations made by the complainant are both unfounded and inflammatory.

  
  Firstly, let's clarify the timeline. The complainant filed their complaint on June 11th, but we did not receive notification from the BBB until June 28th. Therefore, our actions, including dispatching a technician, were not influenced by the BBB complaint, as we were unaware of it until the end of June.

  
  Contrary to the claims made, our technician was dispatched promptly after the initial request was received. Some people expect us to send out a tech immediately, however they fail to realize we have hundreds of customers we are serving at all times. Upon visiting the site, the technician identified the need for a specific part, which was then ordered. We clearly communicated to the complainant that the part would take some time to arrive due to international shipping constraints. We acknowledge that waiting for parts can be frustrating, but it is beyond our control.

  
  The complainant asserts that there has been no communication, which is simply untrue. Our office representatives have provided updates within the capacity allowed by our staffing and operational constraints. 

  
  It is unfortunate that the complainant chose to escalate this matter to the BBB instead of continuing direct communication with us. We have always been transparent about our processes and timelines. While we strive to make every customer happy, some individuals are simply impossible to please, regardless of the level of communication or service provided. We have over ****** satisfied customers, many of whom have purchased multiple pools or spas from us. This track record speaks to our commitment to quality and customer satisfaction.

  
  Regrettably, this particular customer has been extremely rude, uncooperative, and has cursed at several members of our showroom staff multiple times. Despite our best efforts, it is clear that nothing we do will satisfy her unreasonable demands.
  Some customers, no matter how often you communicate with them, remain dissatisfied. They expect an unrealistic level of attention, feeling as if they are our only customer. This is not the reality. We serve a large customer base, and our resources must be allocated fairly. It is impossible to cater exclusively to one individual who refuses to cooperate constructively.
  If you read our reviews, you will find that we have a significantly higher number of satisfied customers than dissatisfied ones. Unfortunately, those who remain unhappy often do so regardless of any efforts made to address their concerns. 
  

  The good news is, we received the part needed for her spa today, 7/11/24. We will create the work order for our technician, and once the repair order is paid, we will promptly dispatch our technician to complete the repair. She will receive the Repair Order via DocuSign, and can mail a check to Renaissance. Once we receive it, **** will schedule an appointment with her. The payment will be for both the service and the part, however, if ******* approves the part under warranty once it is shipped back to them, we will refund the amount for the part!

  
  Thank you for your attention to this matter. We hope this will conclude this complaint, because there is no valid complaint this customer is making. We have done the right thing every step of the way, which we are confident the BBB can see. 

   

  
  

  Customer Answer

  Date: 07/12/2024

  This company is so DISHONEST they lie about everything.. First of all I HAVE NOT BEEN TO THEIR SHOWROOM AND TALKED TO ANYBODY, LET ALONE CURSE AT ANYBODY.. and if they had done what they was supposed to do and that was to respond to my e-mails like I was told to do this would matter could have been easily resolved.. ANOTHER lie as you can see from my e-mails.. the first e-mail was sent on May 18th, NOT JUNE 11th.. SECOND LIE.. They are so dishonest and want to turn this around on the customer and as far as the reviews go there are quiet a few reviews saying the same thing I am saying..THEY DO NOT REPSOND TO YOUR **MAILS AND WHEN YOU CALL THEY JUST TELL YOU TO **MAIL THE WARRANTY DEPARTMENT WHO DOES NOT RESPOND EITHER.. YOU CAN SEE THE **MAILS THAT WAS SENT TO THEM AND I RECEIVED ONE RESPONSE FROM THE WARRANTY DEPARTMENT ASKING QUESTIONS ABOUT THE PROBLEM AND I RESPONDED RIGHT BACK AND NEVER HEARD ANOTHER WORD FROM THEM.. I CALLED THIS COMPANY SEVERAL TIMES, BUT EACH TIME I KEPT GETTING THE SAME RESPONSE..**MAIL THE WARRANTY DEPARTMENT.. THESE PEOPLE SHOULD NOT BE ALLOWED TO HAVE A BUSINESS DUE TO THEIR DISHONEST BUSINESS PRACTICES AND LIES ON THEIR CUSTOMERS TO MAKE THEMSELVES LOOK GOOD. THIS COULD HAVE BEEN RESOLVED MONTHS AGO..ITS BEEN TWO MONTHS AND THEY ARE JUST NOW TRYING TO DO SOMETHING.. ITS BEEN A MONTH AGO TODAY, AND NOBODY AT THEIR COMPANY HAS CALLED AND SAID ANYTHING TO ME ABOUT ANYTHING UNTIL TODAY.. WHY WOULD I PAY FOR SOMETHING AND WAIT FOR THEM TO REIMBURSE ME AFTER THEY SEND THE PART TO *******..I DO NOT TRUST THESE PEOPLE..WHAT THEY SHOULD DO IS COME AND TAKE THE PART OFF AND THEN SEND IT TO JACUZZI AND IF IT IS WARRANTED THEN NO MONEY HAS TO BE EXCHANGED..WHAT THEY ARE PROPOSING MAKES NO SENSE..FOR ME TO PAY THEM AND THEY SEND THE PART TO JACUZZI AND THEN IF ITS WARRANTED THEY WILL REIMBURSE ME.. I DONT TRUST THEM TO DO THAT.. AND THEY ARE CHARGING OTHER FEES..WHY AM I BEING CHARGED FOR LABOR IF THE PART SHOULD BE WARRANTED..ITS A FIVE YEAR WARRANTY ON THIS JACUZZI AND IM PRETTY SURE THE ***** IS WARRANTED..I DO NOT ACCEPT THEIR OFFER AS IS..THEY NEED TO COME AND TAKE THE PART OFF SEND IT TO JACUZZI AND WAIT TO SEE IF ITS WARRANTED AND THEN COME AND PUT THE NEW PART ON.. I DONT UNDERSTAND WHY THEY CANT CALL ******* AND FIND OUT IF ITS WARRANTED BEFORE WORK IS STARTED..WHAT THEY ARE SAYING MAKES NO SENSE.. FOR ALL I KNOW THEY MAY ALREADY KNOW ITS STILL UNDER WARRANTY.. THE WAY THESE PEOPLE HAVE BEEN LYING I DONT BELIEVE A WORD THEY SAY..PURCHASING FROM THIS COMPANY WAS ONE OF THE WORST MISTAKES OF MY LIFE..THEY ARE TERRIBLE..AND GOD DONT LIKE UGLY..I WILL PRAY FOR THEM

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning 8/31/23 thru current, I submitted a warrant request with this company regarding the pool chipping. I adhered to all processes, started with a phone call to this company, submitted ****** form request for warranty, followed up with pictures as requested, to no avail, continued with phones and emails to ***** at company, she said she sent my request to "warranty department" and yet to this day, no contact on warranty. I have exhausted all my avenues, followed procedures and have been very patient. I am looking for resolution for them to fulfill my warranty request.

  Business Response

  Date: 01/16/2024

  Hi, 

  It looks like a claim was opened with ******. However, the pool is from **** and their form requires a serial #. There were no serial # kept in ****, so we had to put in a manual request with the department to locate the serial #. We do not fulfill the warranty requests directly. The manufacturer is the ones that would fulfill the claim.

  The manufacturer will contact the customer directly when they are ready. Timelines can be long, to which the customer was advised. ****** has 1 crew that travels around the west coast for warranty work. With the holidays, they were closed for well over a month and did not have any warranty fulfillments. 

  ****** does have to approve the warranty. We just provide them the information. Then it is to their own discretion whether they will make the repair under warranty, or under non-warranty repair. We have put in a follow up status request with ****** and will let the customer know if we hear anything. Usually the customer hears from ****** before we do. 

  We will try to get in touch and see where the claim is at. We apologize if this is taking longer than the customer expected, however we have little to no control over ******** warranty department. 

  Thank you.

  Customer Answer

  Date: 01/20/2024

  This warranty request started on 8/31/23, I am patient, but we are now on month 5, and I have never received another message after that asked me for pictures of the pool and the backyard.  This is not acceptable, I am looking to have a date of when they will have someone contact me to discuss and schedule a visit to review.  I feel as if they company does not want to back the warranty and its the customer that must continue to pay the price.  They have no problem selling the product, but when a customer is need of warranty service, they do not want to respond.  

  ATTACHED IS A COPY OF THE WARRANTY 

   

   

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21079005
  
  I am rejecting this response because:
  

  This warranty request started on 8/31/23, I am patient, but we are now on month 5, and I have never received another message after that asked me for pictures of the pool and the backyard.  This is not acceptable, I am looking to have a date of when they will have someone contact me to discuss and schedule a visit to review.  I feel as if they company does not want to back the warranty and its the customer that must continue to pay the price.  They have no problem selling the product, but when a customer is need of warranty service, they do not want to respond.  

  ATTACHED IS A COPY OF THE WARRANTY 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/22/2024

  We advise this customer to read their warranty. This warranty is not backed nor performed by Renaissance Pools. This warranty is backed and performed solely by ****** Pools (previously, Viking Pools).

  
  Renaissance did their due diligence is submitting the claim as asked, however once it is submitted, it is out of our hands. ****** pools takes over and determines whether the issue is covered by their warranty.

   

  This is out of the hands of Renaissance Pools, and we will reach out once we receive a response from ****** Pools. Unfortunately, we do not have control of their warranty department and their own timeline. We did out part, now it is in the hands of ******. Keep in mind, as this is a cosmetic issue, it is not categorized as "urgent". Urgent repairs take priority over cosmetic ones. This can result in longer timelines. We apologize on behalf of ****** Pools for longer timelines, however keep in mind they were closed for quite some time due to the long holiday season. 

   

  It is unfortunate that the customer puts blame on to **********************. We are a retailer of this item, however we can not back and do not promise the warranty ourselves.

   

  We respectfully ask that the BBB to close this complaint, as it is not one that should be filed against us. We do not perform warranty work, that is handled strictly by the manufacturer and maker of the item. In fact, if we were to perform any repairs or warranty work ourselves, it puts their warranty in jeopardy as ****** can void their warranty should anyone else perform work besides them.

  Business Response

  Date: 01/22/2024

  Upon Renaissance reaching out to ****** last week, they have sent us their formal response to the warranty. This should have gone to the homeowner as well. If for any reason it did not, we have attached the attachment in this response. 
  

  
  Thank you

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In keeping with all other complaints lodged against Renaissance, there was no communication, no contact, no return calls or communication of any kind coming from the contractor from the time the contract was signed throughout the two years of the project. The permits were allowed to expire through the project lifecycle. The ******* were present for every inspection, even though Renaissance was not, nor were the ******* notified in advance of the scheduling of each inspection. The contractual Estimated Completion Date of the project was 2/11/2022. Excavation occurred 10 months later than that date, and the project was completed upon final inspection on 4/20/2023.The ******* provided clear and safe and dog-free access to the job site for every instance of Renaissance and their contractors work, although the ******* were not notified in advance of the work to be done, the timing of the work, or the contractors or employees to be doing the work. Excavation commenced at **** on 12/26/2022 (the day after Christmas) and all subsequent work was unscheduled and the ******* were not notified in advance. All payments were made by the ******* in keeping with the contract with no argument or delay. All payments have been made in full and a refund for the deposit is due. This refund was requested initially on 5/5/2023 and the date of this complaint is 7/17/2023. Renaissance has been notified via certified return receipt mail email and telephone calls multiple times during the request period. Renaissance has attempted to require change orders be signed to reduce the amount of the refund due, with fraudulent information on the change orders. Renaissance issued five (5) change orders for a project of less than ************************************************* his project met the criteria for Paragraph 6 "Change Events" items i, ii or iii. The request is for the warranty documents on the equipment in the project and refund of deposit funds.

  Business Response

  Date: 08/17/2023

  The ******* purchased their pool on February 11, 2021. They purchased a custom pool from the Leisure Pools manufacturer. At the time of their purchase, they were explained that due to the ongoing COVID-19 pandemic, pool production rates were significantly slower than usual as it is estimated the pool shell would take 3-5 months to be made and then shipped from ********* to *********. The customers signed that they understood this time frame. The customer's job required special permitting for dig access which took extra time, and yet Renaissance Pools did not charge the customer for any extra work. The customer is seemingly forgetting that ********************************************* attempted to begin their job several times, however, they placed their job on hold and did not have a loan funded until 20 months after signing their contract (the job can not start without funds being secured). Renaissance Pools held ****** pool shell in our yard for over a year, and could not begin ******** job, although we tried many times. We had every right to charge the customer new prices for the new year. While ****** paid prices of early 2021, Renaissance Pools was forced to pay labor, part, and material prices from late 2022 to 2023, a markup of at least 30% on all items. Renaissance Pools paid to build ******** pool. By doing so, we did not gain a happy customer. This customer was ungrateful and looking for reasons to rough us up throughout the entirety of construction. They were rude and disrespectful to all of our employees. From prep to final, Renaissance Pools completed the pool in 2 and a half months. The customer may not realize it, but we have other customers, and we could not drop all of our other customers to expedite her pool when they were finally ready to let us begin construction. They had to wait for an installer to become available after the holidays, however, once they were, their job was completed very quickly. Renaissance Pool's only regret is not canceling ******'s contract. We have many repeat customers, and we can say matter of factly, ****** will not be one of them. We will not accept any future business from them. The sale price at the time of construction for the same pool was $45,995, and ******** agreement was $33,995. We honored the agreement, though we did not have to. The customers financed 100% of the job and were reimbursed $920.00 on July 18, 2023 (the difference for the deposit paid during contract signing). The customer picked up and cashed the check.
  Below is a detailed timeline, in which you will find that ****** left out a detail, that they pushed back our attempt to begin construction serval times and were not ready until October of 2022 when their loan was funded and Renaissance Pools was given clearance to begin construction. 
  February 11, 2021- Pool purchased
  February 11, 2021- Custom pool ordered from leisure manufacturer 
  February 15, 2021- Yard measured by *******, ******* representative
  March 10, 2021- Drawing signed by *******
  March 11, 2021 Engineering ordered for the leisure pool
  March 24, 2021- Engineering received
  March 25, 2021- Permit submitted
  May 20, 2021- Pool permit issued by ************
  May 28, 2021- ********* active
  December 2021- Pool arrived from the Leisure manufacturer
  December 13, 2021- Dig scheduled at ******** residence for pool
  December 13, 2021- ****** put the job with Renaissance Pools ON HOLD indefinitely
  December 14, 2023- ******* emailed ****** acknowledging her phone message about placing her job on hold
  April 12, 2022- ******* emailed ******* that they were ready to start construction when we were, however at this point, THE LOAN WAS NOT FUNDED so we could not start construction
  April 13, 2022- ******* returned the email and began the process of renewing the permit 
  April 14, 2022- Permit renewal issued
  AT THIS POINT WE WERE AWAITING LOAN FUNDING 
  September 14, 2022- ******* began contacting traffic controls to be prepared for the dig 
  September 17, 2022- ******* contacted more companies and allowed ******* to choose which company 
  Please note that ******* were charged the exact amount we were, we did not charge them for the time and efforts that Renaissance spent finding companies, collecting bids, and making arrangements. 
  October 28, 2022- Loan funded in the amount of $33,995 from ***** Financial 
  December 26, 2022- Dig began 
  December 28, 2022- Dig finished 
  January 2, 2023- First payment released 
  February 6, 2023- **** prepped the hole 
  February 6, 2023- Sand delivered
  February 17, 2023- Pool delivered
  February 21, 2023- Pool plumbed
  February 22, 2023- Electrical work completed by *******************
  March 2, 2023- First pool inspection called 
  Partial approval due to an error on the behalf of ************ inspector
  Renaissance had to contact the inspector to correct the mismark on the inspection report
  March 20, 2023- Second first pool inspection passed error fixed from March 2 inspection
  March 27, 2023- Backfill began
  March 30, 2023- Backfill finished
  April 6, 2023- Pool decking formed 
  April 10, 2023- The second inspection passed
  April 14, 2023- Pool decking poured 
  April 20, 2023- Pool decking sprayed 
  April 20, 2023- Pool final inspection passed
  May 3, 2023- Final orientation is given to the customer by the installer 
  AT THIS TIME WE WERE AWAITING REPRESENTATIVE ******* TO RETURN FROM VACATION TO COMPLETE PAPERWORK FOR REIMBURSEMENT AND DOCUMENTATION FOR ************ PERMITS. ******* WERE EXPLAINED THAT THEY WOULD GET ANY REIMBURSEMENT OWED, HOWEVER, THERE WERE DOCUMENTS WE HAD TO WAIT ON. THEY WERE NOT UNDERSTANDING AND CONTINUED TO HARASS RENAISSANCE EVERYDAY WITH THREATS
  July 18, 2023- Customer documents ready, and reimbursement check ready for pickup
  July 19, 2023- Customer picked up all warranty and release documents 
  
  In conclusion, Renaissance did everything right by this customer during construction. ********************** had the right to upcharge the customer for holding their pool shell for over a year when they chose to put their job on hold. We have the right to charge for storage, but graciously, we did not impose any extra charges. Once the customer placed their job on hold, ********************** was not able to build the pool at the price it was sold to the customer at. Instead, we paid well over the sales price for all labor, parts, and materials while the customer paid old prices. ******* were difficult to work with and tried to micromanage their job at every stage. We built their pool very quickly, once they allowed us to begin work. We squeezed them into our installer's schedules so we can get their job going. 
  Ultimately, Renaissance ended up paying to build the ******* pool, and instead of having a decent customer who is appreciative of the fact we did not upcharge them, we have someone who is rude and has blatantly lied about all the facts in their job. We built their job at a loss. We would not willingly wait two years to begin construction when we would be paying the price of it. It was purely ******** choice to place their construction on hold, and we obliged. We believe that nothing would make ******* happy.
  
  

  Customer Answer

  Date: 08/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We agree that the contract should have been cancelled and we only paused the dig one time, and not indefinitely.   We were a cash customer at the signing of the contact and had submitted secured funds which had to be refunded to us due to the delay in first dig. We later secured funding, and the Renaissance contract was silent as to the necessity of secured funding. We never threatened anything and the micromanaging was necessary due to internal issues at Renaissance pools. We have our pool and recommend anyone desiring a fiberglass pool in the Vegas area contact another company. 

  Although there are several inaccuracies in the response, we would prefer to rid our future of the difficulties of the last two years which were introduced by this company and desire to move on. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted for pool installation on 16 April 2022, with promised completed installation by October 2022.Renaissance Pools and Spas attempted to use Owner Builder as a Sub Contractor. Renaissance Pools and Spas abandoned the installation, and failed to procure pool as promised.On 10/18/2022 a Demand to complete work was sent with no response, beyond acknowledgement of demand.

  Business Response

  Date: 12/07/2022

  Renaissance Pools response is detailed in the attached letter. It was sent directly to the customer. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18370526
  
  I am rejecting this response because in the business response letter:

  Business demanded a Change Order to be executed prior to proceeding with pool installation.
  

  Business Identified a Minor Child has been the primary representative, executed contractual (written and verbal) obligations on-behalf of company. Furthermore, that the minor child has conducted communications/negotiation, with myself, *************************************, outside the capacity of a minor.
  

  Business has made false statement about myself in response letter.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/10/2023

  We stand by our original statement. As you can see in the documents, and the email correspondence we have tried to work with this customer to move forward with pool construction. We have his pool shell and his ***** complaints are preventing us from beginning construction. With no validity to these complaints, prior to construction even beginning, the customer has done everything in his power to make things difficult for us, by filing with every agency and continuing the ***** complaints with false accusations and misinformation. It is now our intention to cancel his job and pursue all losses. We have an ****** dollar pool sitting in our yard and it has been sitting for over a month now. There is no reason for us to cancel this job, as the pool is already in our yard. We have attempted to start his job, however, he has filed with both the **** and the BBB. He has insulted and bullied many of our employees. Since this has just been in the waiting period, prior to permitting issuance and pool shell arrival, we are fearful as to what would come after construction begins. If construction were to start, and this customer continued to behave how he currently is, we would be spending too much time dealing with complaints and attorneys that would not benefit our company. This customer is simply unreasonable and we do not foresee a future in which we can work cohesively with this customer to build a pool without another complaint or problem every step of the way.