Extremely Disappointed with Arctic Spas -- Do Not Recommend
I am beyond disappointed with my entire experience with Arctic Spas. I initially hired them to replace a pressure switch on my spa. On their recommendation, I agreed to a full inspection, thinking it would be a good idea to ensure everything was in proper working order. However, what followed was a series of events that turned what should have been a simple service call into an absolute nightmare.
During the inspection, the technician removed the diverter, and despite his best efforts, he was unable to reattach it. As a result, my spa was left unusable. The spa had passed the inspection, and the technician confirmed that it still had several years of life left. But instead of taking responsibility for the damage caused during the inspection, Arctic Spas refused to acknowledge their error. They are now insisting that I cut up my deck at my own expense to allow them to fix the diverter. This is not only unfair but also an unreasonable demand.
At this point, I suggested a much more reasonable solution: that they offer a discount on a new spa as a way to resolve the issue, considering that my spa had been destroyed during their service. However, Arctic Spas flatly refused and instead offered me a trade-in option--something I felt was not acceptable given the situation. The age of the spa has been repeatedly cited as an excuse for their actions, but the inspection had clearly shown that the spa still had plenty of years of life left. This makes it even more frustrating that they are using the spa's age as a way to dodge their accountability for the technician's mistake.
Throughout this entire process, communication has been appalling. Responses have been slow, evasive, and rarely helpful. Every time I reached out, I had to follow up multiple times before receiving a reply, and even then, the responses were minimal and unprofessional. It became increasingly clear that Arctic Spas was more interested in minimizing their liability than in actually resolving the issue or offering a satisfactory solution.
The situation escalated when I received an email from their corporate director after months of unanswered emails and follow-ups. The email was one of the most curt and unprofessional responses I've ever received. The tone was dismissive, cold, and lacked any sense of ownership or responsibility for what had happened. It was clear that they were not interested in doing right by me, the customer, despite the fact that their technician had caused significant damage to my property.
I had hoped for at least some acknowledgment of their mistake and a genuine apology, but instead, I was met with an indifferent, corporate response that did nothing to resolve the situation. I even offered a simple solution: have them remove the damaged spa and honor the trade-in value as if they hadn't destroyed it. This would have been a fair and reasonable resolution, and honestly, even if they had agreed to remove the spa at no cost, I would have been satisfied. This situation was never about money--it was about accountability, decency, and professionalism.
The sales staff, to their credit, were polite and tried to help, but their hands were tied. When I finally heard from the corporate director, it was clear that the company was not willing to take ownership of the damage caused by their technician. I'd love to share the email I received, but Arctic Spas, in typical corporate fashion, included a legal disclaimer at the bottom of the email prohibiting it from being shared publicly--because, of course, that's exactly what a trustworthy company does.
At this point, I've come to the realization that Arctic Spas is not a company you can rely on. If something goes wrong--and trust me, it can--don't expect accountability, resolution, or even a basic level of respect. They have completely failed in their duty to provide professional service and have shown no interest in making things right.
After all the time spent dealing with the back-and-forth and being ignored by the company, I'm done. I'll be taking my business elsewhere and will make sure everyone I know hears about this experience. There are plenty of other companies out there that actually care about their customers and their work, and I strongly encourage anyone considering Arctic Spas to look elsewhere. Save yourself the hassle, the disappointment, and the frustration. You deserve better than what Arctic Spas has shown me. read more
