Poolman18,
The Arctic Spa dealer locator indicates that they have a new location in Vaughan, ON on Major Mackenzie Drive and Keele (4 Km northeast of the former Rutherford Road & Jane location).
The other dealer that is close to my Markham location, is Arctic Spas Durham.
The downside to all of this is that the dealer that will now service the hot tub, did not sell the hot tub. We will see how responsive these dealers will be in performing and championing repair work that should be warranty work.
I just received a notice from Arctic Spas Oakville Group that
"The parent company of Artic Spas (Blue Falls Manufacturing ) has decided to end our relationship for undisclosed reasons. They have elected to prevent us from performing any future warranty work on their products. We are very disappointed, as this was not what we wanted for our customers. Our preference was to continue servicing all of our clients under the terms of the Arctic Spas warranty when you purchased your hot tub.
About Your Current Warranty
This situation does not mean your current warranty is void. The warranty on any products built by Arctic Spas (Blue Falls Manufacturing) is a manufacturer's warranty. It is important that you do all that is required as outlined in your owner's manual to keep your warranty valid. Blue Falls Manufacturing has instructed us to forward all warranty related calls directly to their head office in Thorsby, Alberta. Their toll free number is 1-(800)-309-1744.
You are a valued customer, and your complete satisfaction continues to be our #1 priority! We will always be available to service your hot tub, notwithstanding our inability to process your warranty claim with Blue Falls Manufacturing. If for any reason that you are unsatisfied with your warranty service provided by Blue Falls Manufacturing and would prefer to continue your service requirements with us we will service your hot tub at a reduced cost during your warranty period. If you have any questions, please contact us directly at (866) 447-6775 or (905) 847-2055.
Moving Forward
Arctic Spas Oakville Inc. will be representing Jacuzzi Brands for distribution of Jacuzzi Hot Tubs in Ontario.
We believe that the move to becoming the face of the largest spa manufacturer in the world will improve our customer satisfaction tremendously. The mission of our company and Jacuzzi Brands is to provide a World Class Customer Experience. Our new operating name will change to Jacuzzi Hot Tubs of Ontario. While our name will change, our locations and customer service will remain the same.
We value your business and look forward to seeing you soon.
Trevor Wasney
President
Arctic Spas Oakville Inc."
Just dropped by their Vaughan location on Rutherford Road to pick up some filters for my Fall water changeover. They are still selling supplies and planning to sell Artic Spa supplies as well as offer the free water testing. As stated in the letter, they no longer do the warranty work and are clearing out their inventory of Arctic Spa tubs. Used my loyalty card to buy my filters just in case any of this changes.
Called the Arctic Spa toll free number and was put in an endless loop to a recording of your call will be answered in "priority sequence". I hung up after three cycles.
Tried to locate their new Vaughan store based on the website map but was unsuccessful. I suspect that it does not exist as there was no address or local telephone number on the website.
Hope my dealer continues to offer the Arctic Spa service and supplies. The dealer was one of the main reasons that I purchased the Arctic Spa tub. I had researched various tubs and had visited different dealers. The high end tubs are all about the same and it is the dealer service that will differentiate the brands in the long term.
I spoke to the guys about the Onzen system issues that people on this Forum are still experiencing. They were very diplomatic but pointed out that the Jacuzzi only uses the chlorine pucks and Aqua Finesse.
Too bad Blue Falls and Oakville couldn't work things out. Mom and Dad are getting divorced. Looks like we kids are on our own for warranty repairs.
Well tried to book another service call today as my 7th onzen system has bit the dust... Called oakville they patched me through to blue fal manufacturing- waited on hold for 25 min to speak to dennis no answer... just kept putting me through a loop. I called my store and they were really helpful- actually was able to transfer me to his direct line and the call was answered right away! Said it would be a min 1 week for service, couldnt get a day nor time... was very rude and hard to deal with (pretty clear there phone is ringing off the hook) called store back and spoke to my sales rep who said he had some electrodes and sold me one at cost- explained there is no point paying a trip charge to have service tech out... ellectrode was only $30 dollars where there trip charge from factory is $50
I also asked about the new stores as the website shows 7 new stores... all the addresses go to city hall buildings in each city. There is only 2 stores burlington and whitby and all the new stores numbers patch you through to the burlington store (always a viocemail never a person there) My big question which the store keeps dancing around and trying not to answer is if the factory goes under (which at this point looks very possible) what happens to us? I have a spa that requires service monthly and know if I dont have warranty I cant afford it... I asked the sales rep if them going under was possible and all he said was they were just under 40 percent of the factory sales between all the oakville group stores, and the factory is already down over 40% year to date with them still there, they have shut down one of there plants and layed off half there staff... but he said he would not comment on them going under and tried to change topic really quickly! It was clear he was thinking exactly what I was...
As this goes on im getting more and more frustrated with this company blue fal manufacturing
