Arctic Spas

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.

I am a HVAC fitter by trade and handle alot of installs across Alberta and finally decided it was time to treat myself to a hot tub. After shopping around I found that Arctic Spas had the best prices and after sales service. They came out and measured everything and advised me the best placement. We had an issue with the power supply initially but that was cleared up quickly on the day. Really superb and polite service from the Edmonton crew.

The Arctic Spa hot tub is ok, I have owned mine for many years now. I have had to have them come do repairs on it, and each time the service department is terrible!
I would not recommend buying an Arctic Spa unless you like arguing with their service department. They don't have enough repair people, so in -30C weather you WILL wait over a week to have them come out (hope you little space heater lasts the whole time so your tub doesn't freeze). And now they want your credit card number before you even see a service person come out to your house! What is that! Provide the service, then you bill the customer. It's not like we haven't spent thousands of dollars with you already when we bought the hot tub!
Stay away from them is my suggestion.

We bought a Yukon Arctic spa hot tub in 2016 with Spa Boy. I must say, retailer in Ottawa and service folks in Manotick are exceptional but do no try and get service from head office in Edmonton. They will scream at you and berate you. Spa Boy never worked so staff at retailer suggested we forgo it and the salt water system and just use Spa Marvel. When something broke this year, they told us it would cost $1000 to get it fixed but a few days later they upgraded the Spa Boy system and everything worked. Service personnel admitted that they had « bugs » with Spa Boy but now they offer a 5 year warranty instead of the 2 years we had. The tub is great but head Of