Complete train wreck; this is a long story, but it was also a 4 month nightmare. I specifically told the Polar Spa salesman I was planning a surround deck for the hot tub I purchased from him. I was told to leave one side accessible for servicing the electronics; which I did. The main Chinese made pump failed shortly after 1 year and is located on the completely opposite side than the electronics I was told to leave accessible. When I called about the pump not working I was told it was an airlock problem and I could find a remedy on the internet, but that didn't work. Called again and was told it was a fuze problem and that I could come down to pick the up parts and replace it myself; tried that and it wasn't the problem. While picking up the fuzes their south side manager acknowledged they were falling far behind on service calls and people were getting angry. He also told me he was specifically hired to help right the ship as the company was under serious duress. Several calls later I finally get the owner that he completely denied what the store manager had told me; about the same time I got a job application from their south side manager (not the same line of work at all). The owner accused me of not knowing enough about the mechanical aspects of my tub but begrudgely said he would sort everything out. Eventually the service guy finally comes out and tells me the pump needs to be replaced but he doesn't have enough access room; however, he'd coordinate with their installation subcontractor crew to help us lift the tub out of the deck and spin it; which again never happened. In the end, my son pulled out the pump and we had one of their competitors (HomeStars policy apparently will not allow me to identify them for the credit they deserve) come in, on the day they promised, and replaced the pump - same amount of working space. Without taking too obvious a stab at Polar Spas exposed back, they did point out the Chinese pumps and lower quality water lines these tubs use. I won't be the least surprised if we have to replace the secondary pump next. My advice - there are plenty of other alternatives; pick one.
- Approximate cost of services:
- $8,000.00
- Company Response
Hi Mike,
Thank you for taking the time to write this review. It is unfortunate that you are misinformed, we would love to take this opportunity to clear things up. First of all, if your spa is not accessible on ALL FOUR sides, it is the duty of the client to make sure it is. We cannot guarantee that our tech will fit in your "working space." We are sure our manufacturer and Gecko Alliance would be upset to know that you (and a competitor) are calling their pumps "Chinese made". If you would like to see your build sheet - give us a call, you can view every component in your spa. You have two gecko 6hp 48 frame pumps. Definitely not made in China, as Gecko is based out of Quebec and the #1 provider of hot tub components. We apologize again for your bad experience.