klt1200

Message to Tom from Arctic: Well I guess I can not win with this purchase. When I read that the Fredericksburg store is now closed and we are basically on our own for warranty service, I had to laugh. A hot tub is bought to be a therapeutic and relaxing experience - was I ever wrong. Do not get me wrong I love my tub, its one of the best I have ever soaked in but now the damn thing is leaking, I am sooooo frustrated. I will send you an email to try and get someone to help. To any perspective Arctic buyers - MAKE SURE YOUR DEALER IS STABLE, make sure that whatever they tell you is in writing, check the manufacturing dates and get references on their service technicians. Welcome back! The Fredericksburg store has closed. I met Frank during his factory training and found him both knowledgeable and enthusiastic. I wish him well wherever he has gone... We haven't left our customers in that area unsupported. If you or anyone else in the Fredericksburg area has warranty issues, please contact me ([email protected]) giving your name and spa serial number. Our customer service reps will be able to work through many issues over the phone, but for the heavy stuff we have a couple of factory authorized independent service agents to help you out. Just a note - your factory warranty covers parts and labor but not travel fees. Best wishes Tom

My thanks to Tom and the Arctic Corporate team, last year they supported me in getting a spa fixed and working again after one of their retailers "Paradise Patio and Spa" tried to give me a royal screwing. If you are interested please search for "Arctic Buying Experience In Northern Va, Buying my dream has not been a great experience" or this url http://www.poolspaforum.com/forum/index.ph...t1200&st=60. It makes for good reading but LONG. Anyway I have been out of country for about a year and not once has my family complained about our Spa, this was great since there was nothing I could do anyway. The Arctic corporate team and Frank from Arctic spa's Fredericksburg VA really helped out in my situation. Corporate authorized a complete jet replacement and new cover, which was all I basically wanted from the beginning. Frank had just opened his store and I wiped him out of replacement jets, I also took his only legend cover. I give him credit for grinning and bearing it because he was/is the only guy who can fix all the wrongs done by "Paradise Patio and Spa's" or what is also called the “Green Team". Arctic has pulled the dealership from Paradise but they do still have the Arctic name on the green team web site. Once again buyer beware but I will/have told many people how the Arctic corporation stood behind its products and fixed a situation which could have escalated significantly. Thank you

Well I guess the squeaky wheel will get oil. Good for Arctic for trying to make things right with Atila (?). I guess I am going to have to put in a BBB complaint against corporate to get some action. Mine could be such an easy fix. I am a firm believer in , Do something good 1 -10 people will know - do something bad 100 -1000 people will know.

Atlia you have my heart felt sympathy. I am also dealing with Arctic issues with a dealer in Northern VA. I am using the Arctic line of chemicals and as I run out I am purchasing products with the same active ingredients - I fortunately have only had two jets fail so far. My Tub was built in 03/05 (which is another issue), I believe the dealers use a generic "Water Issue" as a catch all. In my dealers response to the BBB they mentioned a horrible smell coming from the tub and that I told them I will not care for the water because I want to get a refund. The horrible smell is from the cover which has stayed outside at the dealership since 11/04. The cover was closed for 8 days because I was on a business trip and my wife is so disgusted with the entire episode she refuses to use it. I checked the water when I returned and found the readings low but within limits. The water defense is going to be used as a catch all for just about anybody that has an issue. Artic is going to believe their dealer not you/me. The Arctic Corp still has yet to contact me in regards to my complaints - Its a shame such a AWESOME spa can provide so much angst. I really have no clue what will happen if I can not return the Spa - who will service it? Who can you go to locally for information or help. I should have known better. Good Luck

I had the unfortunate pleasure of starting this thread a few months ago. I am still engaged in a battle with my Arctic dealer, I have contacted Arctic corporate - NO RESPONSE - so much for customer service. The BBB has taken some action, I am waiting for the dealer rebuttal to my rebuttal to the Office managers unbelievable claims and accusations sent to the BBB. Here is a good one - They claim that they came out to fix my supposed leak I am "Whining" about, They stated in the first part of the responses that they let the tub run for over 20 minutes with all pumps working and could find no leak ( I was losing 1/3 tub per week). near the end of the letter they said they came out a second time and fixed the leak I was complaining about - A stripped pump plug, unless they took it apart when they came out the first time, it was most probably done at the factory. They said they have ordered a new cover, even though the one they gave me was perfectly fine, per the rebuttal to BBB, it was supposed to arrive from Arctic mid April. I do not know what is up with Arctic and the dealers but if I knew what kind of FECES I would go through I would NEVER have purchased an Arctic. I tell anyone who is looking my experience and to buy a different brand here in NVA. Good idea on filing a BBB complaint against Arctic - I may/will follow suit.

This is a long posting, this deals with my experience with the Arctic dealership in Northern VA (Manassas). I am sure that other customers have had good experiences and I am also sure the dealer would refute this, but mine has been sub standard, when you look at the quality of the spa and the amount you spend a customer should not feel regret for purchasing one of their dreams. I have also been in contact with Arctic Corporate headquarters, which now seems to be an issue as well. For you NVA folks looking at spa’s at the upcoming Home and Garden shows, my advice to you is buyer beware and get EVERYTHING in writing and check the spa out from top to bottom inside out. I would like to thank Tom G (Moderator) from Arctic who listened to my complaints and forwarded them to the customer service reps. I hope involvement did not cause undue hardships within the corporate HQ. Northern Virginia spa buyers: How a dealer can give a great spa a bad name: Here is my purchasing experience in a chronological order, some may think it is no big deal but I feel that if you spend a considerable sum of money on a product - which is a long term purchase - the customer should be treated fairly, professionally and with the desire to bring you back with your next sale. There were some good parts to this experience but the majority was like sitting in the dentists office and hearing the drill for hours, annoying and aggravating. The purchase – Arctic Frontier Legend Extreme (floor model), 1 two tier set of steps 60”, delivery and removal of old spa. Freebies – 2 Arctic Robes (major shock), 1 Arctic Refresh, 1 Peak Boost and Bromine tablets. No complaints about the chemicals but it was the same basic package and size I was offered by the Marquis dealer. The total came to $8665, a very good deal - except. December 2, 06 - 1st visit was very pleasant, not overly informative but cordial. Asked questions about diverters, how many 90’s were in the plumbing, how many gallons filtered through the system, the majority of answers were “I will ask and I could get back to you.” Told Spa was an 06 model and the Spa has been on the floor for about 10 months to a year. The salesperson (“She”) said I should talk to Stan the owner, they are going to move and do not want to bring any of the floor models along, so he would be the one to give the best price. Told the price would be about $8,000 - $8,200. December 6, 06 - 2nd visit without family to get differences between Arctic and Catalina (they sell both). OK for about ten minutes then received the impression that I was bothering her. Not overly informative again, I was getting more info from the web site and forums. Asked if the owner had given a price, told they would let it go for about $7,900. December 8, 06 - Talked to Stan (Owner) asked him questions about the spa, gave different answers on price and what came with the spa from his sales person and said she did not realize that this spa had an ozonator (sales person said it had the normal ozonator). Said it would cost me $250 to remove the old spa – reminded him that he was going to give me $500 credit for my old spa last year at a home and garden show. His response “that was then…this is now”. Asked questions about motors and plumbing. He asked what kind of delivery and set up I would need, explained about the deck and that it had 6 stairs, 48” wide. The next thing out of his mouth was come down and sign the purchase agreement and he will give me the Great price of $8,600. Told him that I would think about it and I still needed to wet test the Hot Springs. Stan said he would drop delivery charge to $150.00. Told him I would talk to him after their Arctic corporate trip to Cancun. At this point if there was an Arctic dealer somewhere close, they would have received my business. During this period, we wet tested a Hot Springs and Marquis, decided to go with Arctic. December 19, 06 – Spoke to Stan (owner) he started making several concessions and said he will drop the price of the spa to $7,900 plus $150 for the ozonator. I indicated to him that I will not pay for the ozonator since it is already included with the spa. He did concur with this…I also said they would need to remove the old spa if he wanted to make the sale, it was also included without the $500 credit. At this point, I agreed to purchase the spa and would come by to sign the purchase agreement also reminded him that it was going to be placed on a deck. Arrived at Paradise @ 5pm, the sales person needed to correct two items on the hand written invoice. Changed $8,300 to $7,900 and deducted the $150 for the ozonator. I did not have a warm and fuzzy feeling with this purchase but I kept going. A particular item that really made me wonder – when I came in - they had a hand written sign on the frontier that said “Clearance $7,900”. Why was an invoice for $8,300? Told her I am purchasing the spa because it is a good deal but I still want to wet test prior to delivery. We set up a delivery date of December 27th with a wet test on the 23rd while it was being (Arctic) tested. December 22, 06 - was informed that the spa was not ready and not to come by. December 27, 06 – Delivery @ 11 am, a crew of 4 came out they looked at the deck and said there is no way they could lift this up the stairs with only 4 people. They asked if the could remove the railing on the deck, I gave them permission to remove one section. The crew did not have the tools necessary to remove the railing; therefore, I had to provide tools. Once the railing was removed, they were unloading the spa onto a dolly to bring it around the house. This is the first time I was able to inspect the complete spa. I purchased the spa knowing that there were some scratches and divots on the spa (expected on a floor model), the amount of new divots and dings were fairly significant. The cover was filthy and there were rust bands on the underside, mold and mildew stains, a seam was separating and it smelled terribly. As they were about to move the spa from the trailer to the dolly, I had to stop them. They were going to let it ride on bare metal bars, the padding they had was torn to shreds and hanging off the supports. As they maneuvered the spa, it flipped up onto the dolly and water went everywhere. The spa landed on the dolly with a thud, really good for the frame and the mounted motors. I looked at the bottom and saw damage from fork lift operators. There were several gouges – at that point I called Paradise and asked about the cover and damage to the forever floor. I was basically barked with “I am sick and tired of people getting good deals on spas and then complaining. We now have to pick the one up that we just delivered, just because of buyers remorse.” I told her not to complain to me I just want to make sure it is still covered and to get me a new cover, The response was (a long sigh) in a real aggravated tone “It’s covered and if you’re not happy, just return it now. Our delivery man will not be happy if you wait to return it.” – Like an idiot I kept it. As the crew brought the spa to the deck, they started asking if I had any 2x4’s to use as ramps (this blew me away). Luckily, I have 2x6 ramps for general purpose loading into my truck. They slid the spa up to the lip of the deck and could go no further since they needed more strength. The crew called Paradise and could not locate any additional landscaping teams in the area. The only help was the sales clerk and her husband. They finally arrived about 5:30pm to assist the crew. They barely said anything but scowled. The crew finally asked for some PVC pipe to assist the roll up the ramps. Once the spa came up on the deck, they positioned it, put on the cover caddy and left. There was no explanations, no instructions – nothing. When I looked into the spa, I found the filter laying halfway out of its basin, it looked dirty and loose (disposable filter). It was dark by the time they were done and I could not get a proper look. I also had to cancel the electrician for the 28th because they said it would not be ready. Dec 28 – Called Paradise to find out if there was an owner’s manual and if they have the new cover. Told that they gave me the owners manual and they do not know if there are any more covers. Dec 29 – Called Paradise again told them I will be there to pick up an owner’s manual because they DID NOT provide one. Same story on the cover. Jan 2, 07 – electrician came out and updated the wiring and circuit breakers. Started filling the tub. Jan 3, 07 – used the tub for the first time, had issues with the filter it kept coming out of its basin knocking the filter ring off. Jan 4 – Called Paradise to find out why the filter kept knocking the ring off. We received the “Oh, it’s you again attitude” and were told that there needs to be a strainer in the filter to hold it in place. The sales person said she found a strainer in the closet and we could have it (where was it for the testing). Brought the filter to the dealer when we needed to pick up the skimmer, asked them to check it – looked beat and shaggy, stained in places a brown color. Told that they would not replace the filter and it’s ok, did not look at all like a filter that has been used just twice. My wife also picked up “Adjust up” and “Adjust down” and “Best defense” chemicals and she was told “You can’t take those for free - you need to pay for them” as she was walking up to the register. Major attitude. Called twice more to find out if they went out to their yard to find the cover that belongs with that spa – negative responses both times. Jan 26 – My wife called Paradise to find out the status of the cover and the bottom clips for the cover. She was told – the second cover was in much worse shape than what we have, she said Arctic does not have a very good response time on things that they order. They have had items on order for over three months and it will take over three months for us to get a cover, asked if one was ordered there was a pause and she said there has been no compromise yet and the manufacturer is over three months behind in responses. She said they will send out the repair man late next week (1 Feb) to attach the clips. Feb 14 – Called to find out about the status of our cover and inform them of a leak, I will give credit that the sales person did not get an attitude but stayed cordial. The response was that as I told your wife the cover we had in the yard is in much worse shape than yours. I asked if they had ordered a new one, after a pause she said that since you contacted Arctic what did they say to you? They have heard nothing from Arctic about replacing the cover and since we contacted them that Arctic can replace it. They scheduled the service man to come out the week of Feb 19, 07, we shall see. Issues: • Price changed three times. • Told Spa was an 06 model, spa was built 03/05. • Serial number on invoice does not match spa. • Delivery – team was not fully equipped. Did not have tools to remove deck railing, cart for maneuvering spa did not have any padding to protect sides ( gave carpet to protect, statement was “guess I should take care of that”), gave them 2x4’s for leverage PCP piping to roll up on deck. Provided ramps to get up 4.5 feet. • Once set up on deck they did not even look inside the spa. Filter was half out of the filter basin, as they were leaving they gave me the filter ring. • Told them the cover was just sitting on the tub with no latches attached to the tub, how do you lock it? – I will check and get back to you – never did. • Did not bring manuals. • Hot tub was purchased with the knowledge it had some gouges/scratches, delivered with several additional scratches and divots. • Buyer had to provide carpet, ramps, dolly, tools to remove railing on deck • Filter cover would not adhere properly – later discovered that no filter strainer was provided. • Buyer expressed concern over cold air blowing from some of the jets, “its normal how do you think we cool the water in the summer”. • The cover was delivered with mildew all over the inside and it smelled, a seam coming apart, some areas were rust covered. We were given ½ bottle of cover cleaner (Cover & Cabinet Renew by Arctic) and told to clean the cover ourselves, asked if they had located a cover on property, I have not looked yet and will not until I get help. • There was a discrepancy in the “date of manufacture”. What we were informed was different than what was printed on the data plate. • There was no locking mechanism placed on the cover • Called and asked for the sales person told she will call me back – never received a response. • If spa was properly tested to “The Arctic Standard” how come there was no strainer in the filter compartment. It was filled for some kind of testing, the spa flipped out of the trailer on to the dolly with water going everywhere. Real good for the mounted pumps. Since we made this purchase, several additional trips needed to be made to the dealer for picking up the skimmer, the cover cleaner, etc. We have placed several requests to get the cover replaced by another new cover that we were told was in stock or just put a new one on order. Tried to address our concerns about different issues and the attitude and comments that we had to endure were uncalled for. I am sure the dealer would give a different story and that we grumble too much but when you spend $8,665 on a floor model you should be entitled to a decent product. One of the reasons I purchased an Arctic was the quality of the spa itself, even Jim Arguna (Haven Spas) doesn’t slam them. I figured that such a quality item would be sold by dealers that provide quality service. If I could, I would return the spa and purchase a Marquis, Hot springs or something else because I feel the service that will be provided in the Northern Virginia area will be substandard. I feel like I could have gone through this and spent thousands less by going to a warehouse sale. Legally, the only thing I could get would be a new cover, it would cost more in legal fees than to go out and purchase it. Good Luck to all you who are in the market

I need some advice in purchasing new chemicals. I just purchased an Arctic Frontier Legend Extreme and I am running out of the initial chemicals. I DO NOT want to give my Arctic dealer any more business so I am looking for a substitute that will be comparable to the Arctic line. I am also of the thought that a chemical is a chemical is a chemical no matter if you purchase it from the discount pool store, Lowes or a dealership. I will be posting my purchasing experience "How a dealer can ruin a great Spa" but my wife and I are considering further action.

I need some advice from Arctic owners. They just delivered the Spa and half way set up the cover lifter. It has rained here in Northern VA over the New Years holiday and when I looked into the spa there was about an inch of water and water was leaking in from the middle of the cover when I folded it. With all the hype about the Artic cover, I thought that it should be pretty much water tight or at least keep a majority of water out. The cover was also stored outside and is pretty filthy with mildew showing on the inside, lots of construction dirt and spider egg nests in the crevasses. This just does not seem right. I got a good deal on the spa but I think they should replace the cover. Anyone have any experience dealing with this issue? I will be addressing it sometime this week with dealer.

Thanks for the input, I am going to go talk to the dealer the 18th.

yob2konobe, congratulations on your spa. I am also looking at the Frontier Legend Extreme, I am looking at a price somewhere between 7900 and 8600. I have not wet tested this particular spa yet but everything I have read tells me it is going to be great. I am trying to find out if that price is reasonable for a 06 model, display model with Northern lights, and a few other farkles. Hopefully the dealer will want to haggle a bit. Any other concerns you have found in your tub? It would be great to hear some other stories from other owners.

Thanks for the input. It is a 2006 and it is sitting in the display room, the prices I quoted are from the same dealer. The last thing I found out was the cabinet has a few small scratches in it.

I am in the market for a Spa, I agree with someone in another thread that we - the consumer - really get information overload and a bunch of BS about spa's. I have been looking on and off for about 18 months and I get so irked by overly aggressive sales tactics and competitor bashing that I turn off and walk out. ( I posted in another forum and Tom from Arctic addressed this issue immediately, it was not an arctic dealer) I believe I have found a spa that may suit my therapeutic needs, BUT I have been quoted Three different prices, I beleve everyone should make a profit but do not gouge me. I have yet to wet test this spa, but have used a different arctic model. I am looking at a 2006 "Arctic Frontier extreme" 3 - 4 HP pumps and a 1.5hp blower. it has the ozonator, deluxe northern lights. The price has ranged from $7900 - $8400 - one said two tier 36" steps included the other said it will cost $65, there was a $100 swing in delivery charges and some other inconsistencies. the cover caddie will be $150. I would really love to hear what other sales reps have to say and if anyone has purchased the frontier. I would also like to know what brand/model may be comparable, so I can see if I have already researched it or add it to the list. I live in the Mid Atlantic region. Sorry if I sound cynical, I am just FRUSTRATED and my back hurts.

I am in the market for a Spa, I agree with someone in another post that us - the consumer - really get information overload and a bunch of BS about spa's. I have been looking on and off for about 18 months and I get so irked by overly aggressive sales tactics and competitor bashing that I turn off and walk out. I believe I have found a spa that may suit may therapeutic needs. BUT the sales people and the owner have quoted Three different prices. I have yet to wet test this spa, but have used a different model. I am looking at a 2006 "Arctic Frontier extreme" 3 - 4 HP pumps and a 1.5hp blower. it has the ozonator, deluxe northern lights. The price has ranged from $7900 - $8400 - one said two tier 36" steps included the other said it will cost $65, there was a $100 swing in delivery charges and some other inconsistencies. I would really love to hear what the sales reps have to say and if anyone has purchased the frontier. I would also like to know what brand/model may be comparable, so I can see if I have already researched it or add it to the list. I live in the Mid Atlantic region. Sorry if I sound cynical, I am just FRUSTRATED and my back hurts.