Choosing A Spa - Arctic Spa Customer Service?

[Dizzypc]

We are in Quebec and are looking for our first tub.

We are impressed with the Arctic Spa Summit series. Having had spent many hours going through forums, it seems 2009-2010 there were a lot of unsatisfied owners and issues with warranties and customer service. This seems not to be as much an issue in the last few years. ?was this related to the Onzen Salt system (which the local dealer is not recommending - nor is he recommending the ozone system). I have several friends with Arctic Spas in other Canadian cities and they are extremely happy with them and the service they have recieved. However the comments from several years ago give me pause as to how well the company deals with problems since this tub will be ~3-4k more than others we have tested.

The other places we checked out and tested are Jacuzzi/Sundance (at Club Piscine) and Trevi (local Quebec company that makes spas). Of these I had preferred the Trevi in a wet test. A lot of the other companies don't seem to have dealers in this market.

Thanks

Dave

[Water Boy]

Many of the issues were related to the Onzen system. Lots of times too it is due to a poor dealer not taking care of the customer and their issues. Arctic Spas builds a fine product, and makes one of the better spas out there. Many of the issues with the Onzen system were when it was brand new, and the kinks were still getting worked out. Like you said though, you don't have to get that system on the spa if you don't want to.

I saw you mentioned you are looking in Quebec. Is the dealer that sells Arctic Spas called Club Spa? If so, I know the owner and the management of that store personally, and they are a great dealer. In fact, they were one of Arctic Spas first dealers back in the day. They are one of Arctic Spas top dealers, and have won many awards over the years, so I know you would get great service from them.

Also, I love the Arctic Summit spa. IMO, it is the most comfortable spa that Arctic Spas makes, so you are looking at a nice one. You can get it in multiple jetting and pump options as well to get it exactly how you want it. Good luck in your search for the perfect spa, and if you have any more questions in regards to Arctic Spas, please let me know, and I'll be glad to help.

[Alestor]

Same here...

Really don't know if I can trust them...

My wife really like the "Chiller" for getting the water a little bit less hot during summer.

My Friend has a Sundance for 13 years, and seems very happy with it, and the Internet seems to like it more too

I think my choice will be a Sundance at the end... from what it looks like, its a little bit cheaper than the Artics Spas, better reputation overall

Ive looked for the Trevy one, but I really dont like Trevy from past experience, so I dont think I can buy something has complicated as a Spa with them. (Just my 2 cent).

[Fredian]

everything - love the seating plan of the Summit model - 3 large armchairs and one lounge area; great jets; led lights; one waterfall; simplicity of chemicals - dealer is great although I only have had to bug him once - in first month one light needed replaced. We get to minus 30 and minus 40 celsius, and no problem. I don't usually go out then, but have gone out frequently at -20. We upgraded our deck - above ground; reinforced obviously, and the hot tub is on the deck, right outside my french doors. LOVE it. For the experience check http://www.scottsdalehandfootspa.com/

[Dizzypc]

We are have looked at the following tubs so far:

From Club Piscine (pool/spa chain - a little big box like feel) we were looking at the Jacuzzi J-385 and the Sundance Optima - both essentially priced at 10k + included a few electric hookup features ("$300 value"). I was only able to wet test a 400 series and a larger Sundance - different set ups from the one we are actually looking at - but preffered the feel of the Jacuzzi jets - the salesperson said very little in comfort difference between 300 and 400 series. I should note that these tubs come with all features including radio, UV light etc...

From Trevi - we tried the Trevi Emeraude (http://www.trevi.com/spas/cristalline_emeraude.html) - actually liked the tub quite a bit in a wet test. It is a local Quebec company "made for a Quebec" winter. Priced at 9000 for a 2 motor and 10000 for a 3 motor version with no radio (+"$1000 worth of free stuff"). They are also a large chain in Quebec - they have the closest and most convenient dealer to our house from anyone.

[north_of_boston]

Dizzypc,

I am late to the game here in the thread but I will tell you that I've had an Arctic Spa for around four years now.

We love it.

Yes, we had trouble with the Onzen but our dealer (and the manufacturer) stood by us, and replaced it after a year... the onzen cells are warranted for a year and I've learned they don't last a year -- so -- we buy one, if it goes before one year, we're covered.

We have a GREAT dealer. GREAT dealer.

We went with the Arctic because we liked the insulated cabinet rather than foam packed; we had confidence in the dealer; also, our winters CAN be as harsh as yours.... they aren't always but they sure CAN be....the cover for the Arctic is fabulous as well. 3 1/2-four years, no waterlogging...

[Dizzypc]

Just to update - we went with the ArcticSpa Summit. Have had it for a few weeks so far. Really enjoy the layout and the comfort of it - using it most evenings. Happy with the choice so far.

[arkybug]

This is a bit late in response to your original comment, but we too purchased a tub a year ago and I wanted to share our story for anyone else looking for an Arctic tub.

We purchased Arctic's Coyote Santa Fe model back in October 2014. I absolutely fell in love with this tub, and we soaked for at least an hour or two 5 or 6 days a week. We didn't notice a huge hit to our electricity bill, and the tub did wonders for my bad back.

A few months after we got the tub, we noticed we were losing water. I chalked it up as evaporation from when the tub is running its filtration or heating cycles. But no... losing an inch of water in less than a month is not normal. Instead, we found out that the perimeter lights in the tub, below the water line had cracked, resulting in a slow leak. Not to worry, we got a repair person out to fix it. Problem solved.

A few months after we had fixed the light issue, we noticed water was once again leaking out of the tub. Sure enough, more perimeter lights had cracked. The dealer told us that Arctic was having problems with this particular light design. The cheap and easy fix? Change out all the lights, reinstall new ones, and don't include the rubber gasket when putting them back together.

10 months later, we had all of the perimeter lights changed out, but were surprised when two cup holder lights had cracked. The repair person who changed those out noticed the wooden frame around the tub had cracked all the way through the boards on two sides of the tub, and one of the support beams was sagging. We filed a warranty claim.

A month after we filed our claim, we were told Arctic would replace the tub due to a factory defect with the lumber used to build the support frame, but for a cost of over $2000 dollars. When I asked my dealer about this, he said it's because hot tubs are expensive and Arctic has to recoup some of their expenses. Apparently we are getting a new tub with new components at a discount! But...to be clear, we aren't getting any upgraded items like a blue tooth stereo or TV set... nothing fancy and no upgrades. And because there were perimeter light problems, the new tub we're getting has fewer lights and they are all above water (so I guess that's a win??). So I am left to wonder what the $2000 is for (not tub removal/delivery/set up/freight, I double checked), if the tub is still under warranty and it is a factory defect.

As of today, we have been given 30 days to accept their replacement offer or be stuck with a structurally defective tub. I am left with a very bitter taste in my mouth and Arctic is left with one less customer - I would have been a customer for life, too.