Artic Cub

I have just passed 5 years with my Arctic Cub and live in WV which isn't super cold per say, but we do get a fair amount of wind where I am. Some of the the reasons I bought it was because of the fiberglass floor, the heavy duty cover and the IMO very well designed/accessible pumps and water supply lines. Before reading the below, I have a family of 4 with 2 young boys who learned to swim in the hot tub. We use it on avg. 3 days a week, sometimes multiple times a day as the kids go back and forth between the pool and tub. (Including all their friends) We still use it 2 days a week in the winter. After a year of owning it, I ran into the jet issue where they kept breaking pre-maturely. It was really annoying but the dealer that existed back then did send me several shipments of replacements over a 6 month period until Arctic finally got the better quality plastic ones sent out. I can say the replacements ones have made it almost 3 years now with no issues. About 3 years in I got a very bad leak where some of the glue didn't hold in one of the connections. Although it took a few weeks for a service guy to come out, he did come out and fixed it as well as checking other connections and replacing something in the ?ozonator?. He also replaced my multi-colored light which got a leak. 3 months ago (5 yr mark) my display panel got a leak in it and my pump started sounding awful. No dealers exist anymore within 75 miles of me, maybe more....I did reach a guy who gave me a service guys # who could support warranty service. He came out and had some issues with his initial work checking/sealing some pipes that took him 6 hrs to fix and troubleshoot, but he seemed very knowledgeable and I think it was just a bad day for him. He said the pump worked and Arctic wouldn't replace due to noise. My warranty was about to expire and I panicked, and he then said he would make a call to corporate to find out. A few weeks later, my pump stopped working and he was then unreachable. When I thought I was screwed, I came back here looking for Tom. What I found was several Arctic staff who promptly reached out to me. Bottom Line: They sent me a brand new pump within a week and with no approved service techs around, offered to reimburse me to use a local tech. to fix it. I'm an average DIY, and with phone support to prepare the effort, I decided to save myself time w/o my tub, save them $ for being so gracious to send me a brand new pump and tried replacing it myself. Due to the old leak, I had a screw holding the pump down that (after speaking to Artic), I cut the rusted screw in half which part of it is still in the bottom of the tub. (It's permanent) Apparently, its only used for shipment since the tubs are shipped on there side with pumps installed at the factory. I can't refasten it down the same way, but was told it's not needed and might be quieter without it. So, now my tub is working great again and they also sent me some extra jets just in case I need them soon. I do have a slow small droplet leak which I haven't been able to access the source and/or figure how to correct it. I still need to follow-up with Artic to see if they found their tech guy yet rather than pay a local guy a fortune. Over $100 an hr. I think they would still cover the expense for me under warranty. Some things I also want to point out. This past winter in the the snow that was higher than my tub, my tub held it's temperature even with the snow ball fights my boys had while in the tub! It has not overheated in the summer and worked well in single digits. I also did not notice that my tub was running excessively to maintain the heat either and my electric bill was the same as normal. I use very little bromine and other chemicals as the Ozonator works well. We prefer Brillance....Artic products were good, but no local dealer, cant get them quickly...and Brillance is cheaper and sold at local pool store. I wish a Arctic Dealer was closer or at least a service guy was more accessible, but I can say without a doubt, they have backed the warranty, and the corporate guys, especially James has been there for me, especially when it mattered most! Let's hope for a good next 5-10 years, maybe more?! BTW: We comfortably sit 3 adults and 2 children in the CUB. The lounger is great and the jets are well positioned and work well. We paid around 7K for ours 5 years ago. Artic Cub

Update: I L/M for James after his last post and he called me back that morning. One of his staff (who called me the same afternoon) is supposed to send me a new pump within the week and I can replace it myself or I can call around for a service tech. in the area and identify those labor rates and corporate will pay for those charges (minus travel charge which is normal in the industry). A local pool dealer has a tech. who charges $100 flat labor rate before he does any work and applies service off that rate which I guess is also normal in the trades industry. He won't be available for 2 weeks. I don't know if Arctic will accept those types of rates or not; I need to forward this information and call them back this week. Normally, Arctic will only allow certified reps and since none exist in the area (or seem to be MIA at the moment), they are making an exception to try to provide me with quicker service which I appreciate. I've read a lot about Arctic's warranty program just being marketing without any substance and at times in the past I may have agreed...as of today: James and his staff at Artic/Blue Falls seem genuinely sincere about providing quality warranty service and their steps thus far have been promising.....(top notch IMO) I'll let you all know how this all pans out...

UPDATE: After my first blog just over a week ago, I was contacted by 3 different people from Corporate that day which was great! I played phone tag with 2 of them and eventually got hold of the Warranty Manager who requested I give him until last tuesday so he could contact the service repair guy and he would follow up with me then. Overall Status: It has been about 2+ months since I first reported a motor issue, it has now been 3 weeks without our hot tub and it is now Memorial Weekend and NO RETURN CALLS OR SCHEDULED SERVICE! Artic Cub

Dear Arctic Cub, I am sorry to hear that you are having difficulty getting service for your spa. I recommend you try contacting our warranty department at the factory if your dealer is not responsive. The number is 1-800-309-1744. I know that our team will do what we can to get your spa up and working. Kind regards, James ============================= James, Thanks for the quick reply. I had also emailed from the corporate web site last night and Beau in warranty services replied this morning. I am impressed with the quick responses and immediately makes me feel much better to know that Blue Falls takes service issues seriously as that has not always been the case IMO. I look forward to getting this resolved and will post updates for the community to hear the results. Artic Cub

Dear Arctic Cub, I am sorry to hear that you are having difficulty getting service for your spa. I recommend you try contacting our warranty department at the factory if your dealer is not responsive. The number is 1-800-309-1744. I know that our team will do what we can to get your spa up and working. Kind regards, James

Everyone says call Dealer. Makes it tough when they open/close in a year or so and once you bought one and leave you high/dry. My Arctic has been great except for when I need service which is painful because no one exists to service it. May as well not sell a warranty...

NNNNNNNNNNNOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO!!!!!!!!!!!!!!!!!AAAAAAAAUUUUUUUUUUGHHHHHHHHHHHHHHHHH! Well, I've been gone for a while and very sad to hear Tom is gone because it does not seem anyone else cares to provide service for Arctic. I love my tub and things do go wrong. If I had realized how poor service was for Arctic and how bad there dealer networks were, I may have considered another product. For the past few months, my pump/motor has been having issues and my warranty expires next month. My tub is now not usable and I suspect I am screwed. If anyone knows how to get service, please contact me asap. Artic Cub

Yeah, I own a soaker tub also. I like waiting 15 mins to fill it up, then have it stay hot for the same amount of time, then do it again every day. I also like sitting in it and sliding when I want to lay down, and the suction cup pillow I got for my wife is wonderful....The jets do just the trick on my legs and are in very nice positions. Yeah right! Tubs are costly, but I'm glad I bought one. Same as I'm glad I put a brick patio down for my outside table rather than setting it on the more cost effective grass! <All things are not created equal>

I phoned Arctic Cub this morning and all of his issues have been resolved except one. I've put him at the top of my list for getting the last one worked out one way or another. It's a cover lifter, which we don't manufacture and don't warranty, and which was out of warranty by the time this reached my desk. Though I'm not hopeful, I'm working to see if there's anything I can do to help. He's had a lot of experience with a variety of makers, and is applying a generalized solution? Tom > It was raining, so I couldn't verify the leak issues are 100% resolved, will let you know asap; lets not forget these issues have been ongoing for 6+ months.... > Lets also not forget this tech worked in-house for an Arctic Dealer, owns an Arctic tub himself, and said he thought Arctic was putting clamps on all current tubs since they know this is an issue. > Let's also not forget that the lifter is under warranty by Arctic if you buy in Canada where you have the lifter patented, however in the US, you use Leisure Concepts; and there is absolutely no documentation about this when the lifter was included in the package price from the dealer and the warranty/sales pitch is given about it. On the USA website, there is no distinction about this either.... > Although it took me a while b4 getting pissed off enough to find an outlet outside of the dealer and coming here, that's not to say that this lifter issue wasn't ocurring before the warranty expired; < Honestly, I did not notice it until after the warranty expired, but over time it has become more and more noticeable since the bar is bending from the weight and maybe was installed incorrectly or was defective to begin with; because I don't think it's a bad product if it wasn't defective from the start. > > To add: The dealer did not give me the tub I ordered, they gave me one that was one level higher.....at no charge...why you ask? Because when they delivered it, it had indents in the cedar of which they had to come back and sand and fix. Since the tub had some damage from day 1, maybe the lifter was defective also and I never noticed it. Bait/Switch me with a lemon maybe?!?!?!

Well, I called the new dealer and got a "policy" answer and more of the same run around. He is supposed to contact Arctic to see what they can do and is supposed to email me today with an answer and based on conversation; he will not go above or beyond to fix since he was not part of the original problem and really doesn't have any sincerity for my headaches. Whats funny is he sold me the tub at the old dealer, but since hes a new dealer; hes hiding behind policy and procedure rather than being a catalyst for resolution. Then out of nowhere, Tom back from vacation has contacted me. I can not discuss that conversation at this time; however IMO an end to the drama is in sight. Just wanted to give other Arctic owners hope and future buyers a heads up; that there is a possibility that Arctic is ready to step up to the plate with the Big Boys. I will of course update all when the time is appropriate......

But, John, I just got back... And not a moment to soon You do make a very nice spa. i'm glad you are getting everything in order. Is there a dealer in Connecticut?? i think the last time i looked there was not?? John 104 degrees Everything in order......Well, Tom does follow through on what he says, too bad he doesn't manage the service or warranty department. I will call the new dealer again since I seem to be very low on the pecking order. Good explanation on the reflex hoses....However, if no clamps are needed, why did the service tech. just put a bunch of clamps on my tub to help avoid leaks? Maybe it's time to start posting "live" pics of my outstanding issue/concerns for everyone.

I am also interested, as Newbie knows, I like my Artic Cub; My priorities were design/build/quality/wet test feel. I do find my tub loud, but really didn't think about noise or do any comparisons for this....and thus far, I can understand why your dealer has never mentioned service......they don't expect you to need service and if you do need it; in my experience, it's painful.........

You are correct, but they won't talk to me...said to go through dealer!!!

Update: Service tech. was out; replaced light fixture. As of this am. All issues are solved but one, My lifter bar is still bent, tech. has said he would call lifter manufacturer to see if he can get parts for Lifter. The old dealer, and the newer dealer have not called me to follow-up or help me with this issue that they know exists. Of course in the scheme of things, Artics lifter is a covered item in Canada, but not their US version, which they say is an after market product; even though it has their stamp on the cover and do not tell you anywhere that it's (lifter) after market. They are using the business loophole and ducking on this topic; which is not good customer service, no matter how they want to word it.