Brian in Burlington

Do NOT buy an Arctic spa! While I had high hopes for this spa it has turned out to be one repair after another. I bought a Tundra spa in 2013 from Arctic Spas Burlington Ontario. Day one – One of the air injection port adjusting knobs did not work properly ( Warranty ) Month one – Due to defective computer motherboards the board shorted badly enough to see scorch marks. ( Warranty $600 ) First year – I had to buy a new Onzen cell. ( was told it was not covered under warranty $100 ) First 5 years 2 heaters ( Warranty at $300 each heater ) Pump number 1 ( Warranty $500) Flow meter ( warranty ) With the hot tub still under warranty I noticed the cushions were starting to fall apart. I attempted to see if I could get replacement ones. Although I under stand there would not be a warranty due to certain circumstances the polite young lady said it may be covered under warrant and to bring them in. When I did bring them in she said she didn’t think they are covered but couldn’t give me a reason that made sense. And when I asked for further clarification she went over to a group of people sitting down on some patio furniture. A gentleman sitting down couldn’t even be bothered to come to talk to me to explain further and continued to sit at his table of co-workers. Great customer service. So in taking to Facebook, I was then contacted by a person at Artic spas stating that they were not covered under warranty due to chemical imbalance (I’m meticulous with my balances) but that they had a manager account and would send me replacement cushions. I received nothing. Shortly after I wanted to replace my water. The Spas have a drain plug under the tub. For the life of me I couldn’t figure out how to open this valve. I tried contacting multiple people to ask how this is done. Not one person could tell me. Although that wouldn’t matter as the way they had the drain hose installed it would not have gravity drained as the hose exited the hot tub looped up a foot then dropped back down to the drain valve. This poor manufacturing would leave a foot of water in the hot tub. I was instructed to use a shop vac to drain the remainder. Well when you pay close to $10 000 for a hot tub you expect it to be made properly to begin with and not have to use a shop vac to drain the rest of the water This month I proceeded to drain my water and replace with fresh as I do every 6 to 9 months. I turned the breaker off, let it sit a day then drain. When I switched the breaker back on the topside control panel would not work and the water would not heat. Being as frustrated as we were my wife went to the Arctic Spa Facebook page to express our frustration. She was asked not to put this on social media as the current economy is poor. And that they would contact the local dealer to resolve our issue. A few days later a repair person showed up. I must say he was a nice, friendly and professional. He informed me that the topside control panel ($300), the motherboard ($600) and possibly the heater (300) needs replacing. Keep in mind that all this was working fine until I replaced the water. You should be able to turn off your breaker and turn it back on without having to spend money replacing part. Needless to say I was informed by the repair person that I would be the one responsible for the cost of new parts and labour. We tried to contact the person that my wife had a conversation with on Facebook to inform them that the issue was not resolved. There was no response. While I get that its not covered under warranty anymore, the amount of repairs that had to be done to this spa year after year is unacceptable.