I just want to let everyone know that watches this that each area is serviced by an independent dealer. This is is in an area where they don’t have a dealer so the depend upon local service companies. Typically though, if you go to a store to buy an Arctic Spa, that store is owned by an independent person from the factory for the most part. That dealer will service you. To be upfront, I am the owner of the dealership in Utah. While it is possible to have problems with the spa upon initial delivery like this, my service techs would have been starting it up, noticed the issue and would have fixed it. Our service for critical issues like this on a new spa is either same day or the next. Most people buy from a local store and would not have any problems getting service like what was needed in this case. This is not a typical situation when you buy from an Arctic Spa store. You can read reviews of local Arctic Spa dealerships to get a feel for what your experience will be like. We are not perfect but we would never have a customer experience like this and we only sell spas we can service ourselves locally.
@@dkleinm not sure what happened between us but we will make it right for you. Send me an email at Christian@ArcticSpasUtah.com and we can work this out. Sorry and look forward to hearing from you.
Christian, Our experience was as you described, when we bought ours, the dealer delivered it, connected the wiring, filled it, tested it. It struck me as odd that the person who posted the video made it sound like the tube was just dropped off and nothing else. Which is why I said in my original comment, it sounds like he has a bad dealership.
I can validate this comment. I have had this spa for just over 9 years now and they have done all maint every year. Well now I have acrylic blisters on the shell they say was warranty for life on the shell. NOW they are making all excuses in the book not to come out and fix it. They are saying it’s chemical damage and not under warranty. What BS.
This is a case of you buying a hot tub without a local dealer. If you buy your spa in an area that there is a dealer, the dealer would come out and service you, not the head office in Canada. All hot tub companies in the world are made up of individual dealers who sell there product and service the product they sell. I have had an Arctic Spa for over 10 years and my tub has been flawless and service has been fantastic.
So what happened? Not to downplay your service experience, but I think this is more a reflection of your particular dealer, and not Arctic Spas in general.
That's just one opinion because as an artic SPA swim SPA owner for one year now I only have positive comments to say about the SPA itself and the customer service. 100% satisfied so folks watching this video should understand that the vast majority of Artic SPA owners won't post positive videos, they simply spend their time enjoying it...
So this right here shows, that #1 only buy from a local dealer in town or closest to home. I have owned a Artic Spa since 2006 and still running it to this very day- May 10/2023, Yes every year I have to buy-replace-fix something. Jets, O-rings, seals are all wearable items over time even the pumps & cover will have to be replaced eventually.
As an Arctic Spa Dealer for over 20 years I’m truly sorry you went thru this. My stores 100% honor our warranty. We take our service very serious. Is there a local Arctic Dealer in your area? Has this issue been solved?
Amazingly, once they received a letter from my attorney, they were sweet as pie and immediately shipped me out the replacement parts. Funny how it worked out that way.....
@@PrepSetGo Sorry it went to that. I'm glad in the end it was taken care of! If you were my customer this would have been solved way before your video was ever posted. Good luck in the future!
I'm on my month 3 ownership of an arctic spa summit and the only issue i had when it was delivered was the factory setting on my topside was only set for a 50 amp breaker when i had a 60 installed not allowing my buttons to work at the same time. I called their service department and they had a technician out the next day and fixed it in 5 minutes! Shout out to the Vancouver store!
Sorry for your unfortunate experience, we are a dealer for Arctic Spas in the EU. Typically the warranty is honored between the customer and the place of purchase such as your local dealer, for your Timberwolf shown this should be 3 years parts & labour for everything except the Onzen system I can see in your footwell. Was this spa purchased by a local dealer? Calling the head office is not the normal form of contact when reporting a fault, you should contact your local dealer who will support you and resolve the issue. If you are in a remote area with limited servicing options this should have been made known to you prior to your purchase, the warranty (or any warranty in the industry that we know of) does not cover long distance travel time to your property so this is where purchasing from a local dealer is very important. I must stress this sounds like an issue with your local dealership and not Arctic Spas as a whole, we have found over the years that the Arctic Spas warranty goes far beyond some of the cheaper brands we have sold.
Lucas, with all respect I’ll argue with you on this. In my case I’m not far for the store but the service location it’s other story but even that it’s free of charge. No store disclosed this details because they won’t make sale at that point. When I stared to have problem with my spa was the first day I turned on. But because I didn’t purchased the installation from them they didn’t want to come to the house and request me to go to the store. Isn’t that ridiculous when the problem was with the spa not with me? I asked them how I can bring the problematic spa to the store to prove that not doing the filtration cycle unless they come over.the spa in the store don’t have that problem but mine has….? Because I refuse to go to the store they requested pay for the visit to come home when the spa was less then a month old and I need it to change the water ever 3 weeks because the unit never doing the filtration cycle. For months I had to argue with them that the motherboard it’s a malfunction and they constantly insisted that can’t be and said that expensive part… hello,I knew that ,that’s the brain of the spa. Their unlucky part was that they had to deal with a woman that have knowledge and an husband that it’s a plant maintenance manager and deal with industrial machinery that all have electronics boards… When I know I’m right ,I fight for it and I make them move the butt and proved I was right. After 4 months they decided to replace the mother board and problem got solve instantly. But after the mother board been replaced I find out that the spa came with defect one and not the right motherboard that my spa supposed to have. They refuse to admitted but I got the functions on the spa that this time were displayed according to the book and before they argued with me that my spa don’t suppose to do that… So again,what’s according to the book of service and courtesy do not apply on the field!
@@gabrielakerekes5844 They (the manufacturers) are supposed to support their distributors. If a company will not support it's distributors and make them fix their problems, stay away from them! Thank you for the heads up, I will not buy from Arctic spas!
My Arctic Spa contract I had to sign when purchasing CLEARLY states that “any delivery in excess of 150km from the store will be treated as a Parts Only warranty” Did you read your contract?
Yes, I did. My contract states that a local company would be used if beyond the service range of an Arctic Spa dealer. It also states that there is a deductible, which I was happy to pay. The point of the video is they did not honor their own contract and attempted to tell me information which was contradictory to the sales contract. It took almost 4 months and the involvement of a lawyer to have the leaking pump replaced. I sent them videos of it leaking, close up images of the failed area, etc. 4 months and a lawyer, that is unreasonable in any context.
I own a arctic spa older 2001 Tryed a foam filled brand used it couldn't be fixed went to dump Arctic spa are very serviceable by design as a hands-on person i can open doors and fix upgrade uf needed amazing design for years of use
Any update on your situation? Arctic is supposed to begin manufacturing on my spa soon... I'm curious as to why the water leaked out, and if they ever stepped up to provide support for you.Thanks!
Why would you buy a brand of hot tub that does not have a brick-&-mortar dealer in your area for service support so you don't go through something similar?!
I have to tell you my story to make sure to let other know that you are not an rare case. I purchased my Grizzly spa and deliver beginning of November . They didn’t start my spa bc we didn’t purchased the electrical line installation with them but when we had everything in place ,they didn’t come to start and proved the spa it’s working. They said just fill up with water and it’s ready. 3 days later we were ready we add water ,we start the spa balance the water all fine,settings done ready to use. All looks nice 2 weeks later start forming foam even with the daily treatment that we knew we need to do it... a month later beginning of December we had to change the water 1500 litres. We add again all chimicals,ready to start December 28 we need it to change the water again,cloudy ,dirty,foaming...I always said this spa don’t do filtration even when was set up and we add it and extra cleaning futures on the spa when we order the unit. Nothing was working. When the filtration time supposed to start 4 times a day 3 h each time the spa instead to go in filtration mode went straight in” suspended mode” . No where in the manual it’s not say how to deal with the suspended mode...,plus we supposed to have winter safe mode, was no where on the display. December 28,2020 we changed again the water and first week in January I called the manufacturer left message,sent email couple of hours I got call from the store that I purchased my spa, was the store manager. I told him my problem I have with the spa so he suggested me to go to the store to “teach” me how to program the spa. I argued with him that the settings are correct done by the book the starting time are correct but instead to start it goes on suspended mode. The new water replaced just a week ago it’s start again to look grey... he had the nerves to say we need to shower before using the spa...he didn’t knew who’s dealing with since we have another spa in out vacation home in Florida. I snapped on him and I said I know that ,I wash my bathing suits with soap and manual ,no make up,no perfume,no deodorant so please don’t lecture me on all this” focus on why the spa it’s not filtrating the water as it suppose to do. I start calling the manufacture again ,no support at all from them ,they transferred me back to the store. I knew more about spa then this guy. He asked me to go to the store, I asked him should I bring the spa with me since I have problem with this spa not with the one on your floor. He said that I have to pay for the service if I want technician to come home. I was so mad and I said ,I know it’s January very cold outside it’s because if this this fee because otherwise this spa it’s 2 month old and never worked. I remind him that they never proved me that spa works how if you buy a car ,you take the car on the road so you know it work,you buy a breathing machine, they show you how to use it and prove it work and I can go on and on with the duty that they didn’t performed for me. Manufacturing asked me the serial number of the spa on one of the conversation I had with them and said I don’t know I need to step out to look for it and the lady said it’s on Bill of sale ,I said it’s not on my bill of sale so she was quiet not knowing what to say. That rise a big question for me if this spa was brand new coming from manufacturing or was refurbished and sale to me as new or put it together on the warehouse with parts come out of warranty... I start questioning everything about if the spa it’s new or not ,no one wanted to assure me that the spa I purchased was new as they sale to me. After questioning more and more they pass my case to service in Ontario(I’m in Ontario)so they send out technician he came done something in the setting and told me that he removed the suspended mode that came from manufacturing and it didn’t supposed to be on. I couldn’t do that by my self because was no where in the book stated. He left but we remained with the same problem just this time was not going nowhere neither filtration ,neither suspended mode. So we had to change the water again in February. This time I called back the service and as an answer they sent me the bill for the technician that came over in January. I definitely refused to do it and I said I’m more then happy if they come and pick up the junk and I’ll be happy to buy a real spa. I started to record everything and sent them over via email till the got sick and the service manager contacted me. They thought they are speaking with a women and they can fool me till I told them my husband and I we are both engineers,my husband it’s maintenance manager so he deals with electronics board everyday and this spa need to have the mother board replace. Of course it’s expensive ,I told him that’s not my problem I better have that replaced now then for me to pay out later. I continued to send the manager emails with the video skipping the filtration so he decided to send again another technician. This time he came with the new Mather board ,he replaced the old mother board with the new one. The guy done the setting and left. The very first filtration was skipped again, I got mad I redone the settings and since them the spa it’s working perfectly never skipped another filtration time. But I was pleasantly surprised that with the new mother board I got the winter save mode that I always supposed to have . Do I have to pointed that we got the spa with a wrong mother board or defective one? They don’t even know how their spa work ,honestly they insisted they you can’t adjust the spa temperature when it’s filtration when actually yes you can but you can’t turn the light on or off if the filtration start,when they should redesign the programme. Stay away from Arctricspa,safe you time,money and most important protect your nerves. I never step back and I don’t let mens to intimidate me, and I special when I come to technical knowledge. if I can give a minute stars to Arctic spa they would get -5 stars.
Any follow up? We are on our second Arctic Spa (old one stayed with our old home after a move) and have had fantastic service. Had a jet replaced and the Ozonator installed on old tub. No problems at all. No service needed thus far on new tub. However, I should state I am in Alberta Canada about 5 hours from their main shop. Sorry your experience has been a negafive one. Hopefully AS makes it right for you.
A bit old, but videos like this makes me wonder! You say that you only heard good things, and then you run into some problems. Might this be you being difficult? Did you try contacting your local dealer first, trying to get them to sort out any issues? And I would most definitely run some basic troubleshooting first! Yeah you have a warranty, but it is embarrassing having a technician come out to tighten a hose that is easily accessible. It should not be like that, but something might have came loose during shipping. (And if not wanting to spoil any warranty, it would at least help the tech bring the right parts if you could provide any information!) From what I can take from the video, you did not want to provide any info, help or anything at all… just demanding that they come and fix it! I agree that it is an expensive item and they should fix it, but a little cooperation from your side would not hurt! But no!!! It is much more important to demand something rather than trying to find a good solution!
We called an Arctic Spa retailer today in MA we were considering purchasing one. She was rude and unhelpful and just seemed annoyed. She also told me I can’t get a tub till next year, mind you I didn’t ask for one immediately. I finally asked her are you not interested in selling us a hot tub? She asked me I said that. I said because you seem hellbent on trying to deter me from buying one. Needless to say between that interaction and this video I think we’re done with Arctic Spa. During your research what other brands were you considering?
Lou, step away and look for different brand. My spa came with defect motherboard and I had to fight for months with the store and service manager till I got to the point if they don’t do what I asked I’ll involved the lawyer into this and investigate if they gave me a brand new spa or an refurbished one because when I called the manufacturing they didn’t know anything about my spa and the way the bill of sale should be done the manufacturing didn’t recognized that. They have many warehouse all over the country and I suspect they put the spa together in there with parts from warranty or replaced…and when I started questioning all this they replaced my spa motherboard IMMEDIATELY and the problem got solved and never malfunction after. So step away and never look back!
I have a similar situation with another Canadian Spa manufacture (Sunrise Spas) was leaking since day 1 similarly. While I am Canadian also, I wouldn't recommend anyone to buy a Canadian made spa!
Who calls the headquarters in another country about the tub service problem? 🙈Guess, common sense is not so common for some people anymore. And instead of dealing with the issue like a true man would, the guy posts a whiney defaming review about the whole Arctic Spas brand whereas it's obvious it's a local dealer issue. Come on, now.🫵
