read the reviews. I have delt with Christian the owner and arctic spas of slc.From what I see from the reviews I an glad I traveled to Rexburg Idaho to purchace my Arctic Summit spa from Coats Landscape! Talk to Chase who does the sales and service for the arctic spas. They do quality work and respond reasonably well considering they are 3.5 to 4 hours away from my house in Roy Utah, I purchased the spa with the 10 year warranty and recomend it to every one purchasing an Arctic spa! Any one that buys a spa will experience leaks or other electical or mechanical problems sooner or later. It is best to get a qualified tech to do the job correctly the first time. Chase hase done the schooling needed at Arctic Spas manufacturing facility and is very good at trouble shooting and reparing any thing on the spas! Give them a call and tell them Tony from Roy Utah sent you! 208-656-0318
The vast majority of our customer reviews are very positive. It is easy to overlook the positive though and just go for the negative. I would love to talk with you more to provide the services, etc that you need. We have by far more resources to serve our customers better in this are than any one else. Please let me know what I can do for you. - Christian - Arctic Spas
Our rating is not against the service but due to a non-responsive owner/manager due to a faulty tub that has required weekly maintenance. We bought our tub during this years Utah state fair. We worked with Christian (the owner) who was good to deal with and did a fine job explaining the difference in the tubs and why their tubs are superior. In reviewing the competitors, I agree in the design and concept. However once the tub was installed, we had nothing but problems.
Day of install:
-Leaking jets (multiple). Had to completely drain nearly 500 gallons of water, repair and refill.
-One seat in the light package not functioning
-WiFi board not installed
The leak was supposedly fixed but noticed a trickle of water constantly coming from under the tub after the techs left along with an error on the control panel. They came out the next week and fixed a loose nipple valve, the lights and the WiFi. After the tech left the lights stopped working again, the leak continued and the WiFi never connected. We also began having new errors on the control panel.
The tech came out a week later and fixed the WiFi (for good this time), the lights (again for good) but the leak persisted but the errors were now resolved. He did say he found the location of the leak and we are now on our 4th week. The tech came out today to drain the tub (again!) to seal the leak. I now am waiting up to 72 hours for the sealant to fully dry before I can refill the tub.
During this period, I am also waiting for over 2 weeks on a salt delivery. The tech was supposed to bring some today but someone took our order and shipped it out to another customer (REALLY?!). We cannot use chlorine due to a skin sensitivity to it so the salt water system has to function properly or this model does us no good.
I will say that the service team is highly responsive but the service department should not be the reflection of a company for a new $8000 product. I have tried multiple times to get back a hold of the owner and he is totally unresponsive to my directed emails and the ones the service department has supposedly forwarded to him.
This is a total shame as we do love the comfort and performance of the tub but have wasted countless hours with service, nearly 1500 gallons of water and dealing with an owner that obviously does not care about the product or the customer once the transaction has been completed.
My low rating is not a reflection of the service department but rather a shady owner who avoids trying to rectify the situation to ensure a happy clientele and a product that apparently does not get adequately tested before it leaves the factory. If I were just rating the service department, they would receive a 5 star for responsivness.
As I mentioned in our emails, I am very sorry that I did not respond as should have been done. As the owner, ultimately I have the responsibility to make sure my customers are serviced properly. It is impossible for one person to take care of all the needs of our customers. This is why we have a great team at Arctic Spas. While I was out of the store and unavailable during this week, I am glad, as you stated in your review, that the Arctic Spa team did get you taken care of.
wonderful hot tub, worst service ever!!!. Salt Lake City Arctic Spa. The spa is great. The service is simply awful. They never call you back despite friendly promises to do so. They offer tons of excuses for why they didn't come for the service call (and I lost a day of work waiting). Oh and did I mention they don't call you back to tell you they aren't coming? They will even confirm an appointment the night before, send you an email and STILL don't show. They are always out of the product you need when you visit the store but try to sell you something else. Beware, they want to sell the spa's but they are simply not into service. You are on your own. In summary: Great spa, no service, worst customer relations EVER.
I am very sorry that this was your experience. Please call me or email me so we can resolve this situation and restore your trust in us again. This is obviously not what we want to provide for you and is not typically how our customers are treated.- Christian - Arctic Spas - 801-483-1001 ext 101
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