Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ To this point Arctic Spas Edmonton has not touched this customers spa or been on their property All the work and damage to this spa is by the consumers own doing and at no time were they instructed by us to use tools to remove the parts and damage them to the point that they areWe can provide pictures that the consumer supplied to us as to what they have done to their spaWhat is being asked by the consumer for discounts and free service on a year old spa is completely unrealistic Conversations and emails with the consumer they never stated that the spa had been filled otherwise a space heater could have been placed in the spa to prevent any damage The consumer was speaking with the parts department staff for technical advise in the beginning and they did the best that they could with the short experience that they had with older spasOnce it had been determined that the customer had been given the wrong style of jet twice it was handed to a more experienced person to determine what their needs wereIt was determined the jet internal parts for this consumers spa have been discontinued and there is not stock available to sell and the consumer was advised of that and we would try and source them from another supplierWe could not locate a supplier that stocked the jets that they need again we advised the consumer that they were unavailableWe then asked if they could confirm the spacing of the jets that need to be replaced so that we could determine a alternate jet body and internal to be placed in their spaThe replacement jet body that would be used will be larger than the orginial body so we need to confirm that there is room for thisWe have suggested that we would help them but asked the consumer for the informationWe were trying to save the consumer money by having them check measurements themselves so that we would only have to make one trip to service the spaIf they did not want to take the measurements they could have paid for a technician to come out and measure the spacing information that we require to help themWe would have to go back at another time charging for more labour with proper parts and tooling to charge and install the new parts As all the current attempts to repair and damage to the spa have been done by the consumer and it is unreasonable or unrealistic to expect us to fix the spa for freeWith this type of expectation it might be best that the consumer brings back the parts that they purchased from us for refundAny damaged parts would not qualify to be returned for refundThe consumer should locate another company to repair and supply parts to them for the spa Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only reason we tried to do the repairs ourselves was because the people at Arctic Spas said it was so easyObviously the hot tub hasn't been filled since all of this started because there is a hole in the side of the tub where the jet used to be[redacted] Since this whole thing started, Arctic Spas hasn't given us any productive or correct advice reallyThey've been sending me in circles, sending me to different people to talk to [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ To this point Arctic Spas Edmonton has not touched this customers spa or been on their property All the work and damage to this spa is by the consumers own doing and at no time were they instructed by us to use tools to remove the parts and damage them to the point that they areWe can provide pictures that the consumer supplied to us as to what they have done to their spaWhat is being asked by the consumer for discounts and free service on a year old spa is completely unrealistic Conversations and emails with the consumer they never stated that the spa had been filled otherwise a space heater could have been placed in the spa to prevent any damage The consumer was speaking with the parts department staff for technical advise in the beginning and they did the best that they could with the short experience that they had with older spasOnce it had been determined that the customer had been given the wrong style of jet twice it was handed to a more experienced person to determine what their needs wereIt was determined the jet internal parts for this consumers spa have been discontinued and there is not stock available to sell and the consumer was advised of that and we would try and source them from another supplierWe could not locate a supplier that stocked the jets that they need again we advised the consumer that they were unavailableWe then asked if they could confirm the spacing of the jets that need to be replaced so that we could determine a alternate jet body and internal to be placed in their spaThe replacement jet body that would be used will be larger than the orginial body so we need to confirm that there is room for thisWe have suggested that we would help them but asked the consumer for the informationWe were trying to save the consumer money by having them check measurements themselves so that we would only have to make one trip to service the spaIf they did not want to take the measurements they could have paid for a technician to come out and measure the spacing information that we require to help themWe would have to go back at another time charging for more labour with proper parts and tooling to charge and install the new parts As all the current attempts to repair and damage to the spa have been done by the consumer and it is unreasonable or unrealistic to expect us to fix the spa for freeWith this type of expectation it might be best that the consumer brings back the parts that they purchased from us for refundAny damaged parts would not qualify to be returned for refundThe consumer should locate another company to repair and supply parts to them for the spa Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only reason we tried to do the repairs ourselves was because the people at Arctic Spas said it was so easyObviously the hot tub hasn't been filled since all of this started because there is a hole in the side of the tub where the jet used to be[redacted] Since this whole thing started, Arctic Spas hasn't given us any productive or correct advice reallyThey've been sending me in circles, sending me to different people to talk to [redacted]