Arctic Spas

Bought brand new from Langley less than 2 years ago, Onzen and Spa boy setup. When it was working, it was a great experience. That being said, we didnt use it often and the quality here is terrible for longevity. We've been trying to get our hot tub fixed for 4 months now, over 10 visits by 4 different techs and still having issues.

Pump 1 faulty,
Heating element corroded,
Constant leaks that cant be fixed by their tech crew,
Headrests falling apart,

This is all in less than 2 years on a brand new hot tub. Theres no follow up or communication with support to ensure your product is actually fixed, i'm having to constantly track them down to make sure the work is being done, and even then its not fixing the issues. Different techs showing up saying its different issues, I dont know what kind of training is being done but no accountability here. They are friendly enough on the phone when you call about the issue still not being resolved, and can fit in a tech to show up sometime in a couple weeks to attempt fixing the issue thats been there for months. No priority or urgency on resolving the matter.

I will never buy a hot tub again due to the headache of this and absolute waste of money. Wouldnt recommend Arctic spas to anyone.

My wife bought me our Arctic Spa spa for my 50th birthday seven years ago. We choose the Glacier model with the Onzen salt water system. We love it. Our salesperson Deb was great, patient, answered all of our questions and was real and down to earth. She did her best to get us a good deal and made sure we got every discount available. The delivery crew was experienced, professional and very friendly.

So, last week we decided to buy a new spa cover. We looked on the web and found a comparable cover for $699.00. We then called Arctic Spas. They had our model in stock. They held it for me till I could arrange a truck to pick it up and quoted me $750.00. When I picked it up Deb was in the showroom. We said hello. She made me a coffee and gave me a discount that beat the web quote.

That is why we love Arctic Spas and Deb but most of all we love sinking into our spa. It's like the first time everytime.

We have had the repair person out about 4 times. First for training, then for service/maintenance, then for throwing HL codes and Flow error codes twice.. didnt resolve either time. Husband had to pull tub apart blow out lines and DIY repair. The tub has had plastic jets breaking since we have had it-there is metal spinning parts sharp like needles that cut my back and my kids back mid-use when the plastic breaks apart and the needle comes flying at your back full force with the jet water all the while spinning. We have contacted the company to ask for refunds when service calls fail/dont resolve the repair needed and they only offer store credit - we pay cash to them we dont pay with a credit somehow why should we be reimbursed differently? Chemicals at the store are overpriced-the hot tubs are overpriced. The staff need more education-when info into a store I have had up to 5 staff members debating the right answer or product to sell right infront of me-customer service calls arent always followed up. We have owned our spa for 2.5 years with a lot of hassle. My sons toenail was ripped bare-off in one of the foot well jets he caught it on. Never mind all the pain of breaking spindles in our backs. Our tub is an older model however we asked for service to bring it up to condition with whatever it would take-at the 1st and 2nd visit-money no obstacle we had just bought the property with it. The tech staff and from what I see the overall company doesnt give a damned about anything other than selling a brand new tub. The music module cant be replaced or serviced. The mist function cant be repaired for some reason. A number of jets dont work the dude cant seem to replace anything we ask to be done and they are breaking apart. After that the service and repairs are really lacking and leave your tub either broken or hazardous! I would rip the thing off my deck if it wasnt the only brand rated for Canadian winters. Really quite frustrating.

The Sales personnel were excellent and resolved issues to the satisfaction of the customer. The personnel that delivered the hot tub were excellent as were the Service personnel that came to troubleshoot & repair the pump and to execute upgrades. The time that it took to set up a date to execute the upgrades was not great - it took numerous attempts. Manufacturing of the tub was disappointing. The tub was delivered in February with frozen lines (seriously!!) and as such the delivery personnel were unable to execute all of the services that is provided with the delivery. The lines had to be thawed out by the customer and as a result of frozen lines, one pump did not operate properly. A service technician had to be called out to replace what turned out to be a burned fuse which was likely blown when trying to activate the pump before it was discovered that the lines were frozen. In addition to this, the hot tub cover was caked with ice within the protective wrapping when delivered - how can that be?? The jets were all locked in the fully open position and very few could be turned down. The Service Technician that came to execute the upgrades had a difficult time turning the jets and had to use pliers on most of them. Not very impressed with the manufacturing of this tub and how it was delivered. QA/QC checks subsequent to manufacturing and prior to delivery appear to be minimal and/or incomplete.

We bought our tub in Kamloops when they had local owners, since that has changed the service level has when down majorly. I can not understand when you are called in to fix a leak that you use a union instead of replacing the old hose. The hose is old and hard, something that will crack again. I could not imagine getting my car serviced and patching a rad hose, that would never by done. Also there repairs are not to be trusted, we had them in to look at a leak in June and now it is leaking from the same spot. Not even a year warranty on repairs, I guess they know they can't stand behind their work. All in all since our local store service went corporate the service feels watered down.

We placed our order in person at the Edmonton South store and the sales person was nothing short of amazing. Wendy gave us so much time and attention, helped us through many options and even some changes we requested after the fact. Its not a small purchase and the service value matched the price. The salt water system is amazing, it takes no effort to manage the spa and the app that monitors the balances is so convenient. We received the spa in January, delivery was amazing and we were in our tub by the next day. Highly recommend Arctic Spas - look
no further!

We love our salt water hot tub from Arctic Spas. This hot tub has lots of room, love number of jets and I really like the lights and waterfall. Customer service is amazing helpful from the beginning till now. We would HIGHLY recommend it.

If you're looking for unreliable service and zero support from head office, consider buying an Arctic Spas swim spa! You will be delighted with the extensive stonewalling and circular reasoning as they keep you guessing about which staff member will be feeding you misinformation next! If you have nothing to do all day, rest assured they will keep you running in circles and pointing the finger at everyone else, so don't worry you will be be gettting lots of "exercise" from your spa! Completely unprofessional and incompetent.

Purchased hot tub. Within first few months found jet not functioning and light had stopped working. Literally 2 years later after multiple phone calls the owner arrived. He replaced the jet and found the original filled with silicone. He moved another light to replace the damaged one which isn’t really a fix. Then a year later a deformity/crack developed causing a leak mid January during freezing temperatures. Told not covered under warranty as the warranty begins when manufactured not when purchased. Also told this was an acrylic repair even though it’s clearly structural as there is nothing supporting underneath the bench seat where the crack developed! Buyer be warned!

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.