The Hot Tub Superstore

With the web store not showing stock you are playing a guessing game if they even have the parts. I order some jets, a couple days later Scott Kenefick responds telling me they no longer carry this part. I reckon it may be time to remove it from the web store. It was not replaced for almost 2 weeks. The replacement part does not function as the original. Scott has ghosted me and will not reply to my wishes to cancel the order and refund my money. Neither did he send me the part I have no use for. Sad really

Ordered a new cover for my hot tub in January 2022 and received it within 3 weeks as promised. The online order process is very user friendly and Scott was able to answer any questions I had along the way. Very professional team and organization overall - 5 stars!

Just a quick note to say how great it was to work with your company. Prompt replies to my questions by both email and by phone.
The pump arrived very quickly and in good shape. Inlet and outlet matched up perfectly once I turned the wet end 90 degrees. I had it installed the same day it arrived without any major problems and it is running like a top, nice and quiet!
The local spa store was quoting 2 or 3 weeks to get a pump and then major bucks to have them install it.
I am really glad I found you online and in Canada too!

Extremely disappointed with my experience with this company. Been waiting 6 months for parts on two orders. Was able to get partial delivery of in stock items, but others never showed. Multiple calls and emails go un answered. When I do get through to Scott, I'm promised prompt action which never occurs. I've asked for a refund on undelivered parts but now am getting zero response to calls and emails. Dismal customer service.

NOT GOOD. I bought a motor and pump assembly for my 2012 Arctic Spa-Tundra. Arrived in good time and was reasonable price. Installed it and worked great. Unfortunately, didn't last. The screws holding the wet end together came out of the their plastic housing, emptied my spa and soaked all motors in 4" of water. Contacted Scott 5 times and took over a month just to hear back. Another month to get a return authorization. I clearly explained what had happened (by email, in writing). He said fill out the return authorization and send it to ELM. Sent to elm, months of nothing. Contacted Scott, he sends me a note from ELM saying that the pump was damaged (to be clear, I had also removed the pump from the motor and sent only the pump, which I explained ahead of time that I was doing and of course it was damaged, that's why I had asked for warranty work). The note also said the motor was not attached and they only return new, unused equipment. This repair was well within the warranty period. I don't understand. I followed up with Scott, his response was that they only return new unused equipment, which I guess mean that you don't need to worry about your warranty because they don't stand behind one. I asked Scott to please call me at his convenience to discuss. No response. Sent him a copy of this review. He responded via email saying that I had not followed return instructions properly. Return instructions were attached to that email. I had never seen them before, they were never supplied at the time of return. I had only been sent a return authorization. Overall, I guess I would say shop at your own risk because you will not receive any warranty support.

I ordered a new Grundfos circulation pump and spent a couple of days trying to get it going. After testing it out of the tub, the flow rate was ridiculously poor. I called Scott he and asked me to email instead. He later referred me to the distributor email which said I was probably using it for the wrong application and that the pump works fine (I still have the pump in my possession). It's a hot tub circulation pump being used as a hot tub circulation pump. I was told "You can't replace a Corvette with a Lada." (This pump is actually considered an upgrade.) Scott is accepting the return and will "test the pump."
I understand that it is very rare for a new part not to work correctly but it was a struggle to get someone to look at this pump. Hopefully I can update this review with a happy ending!

Update: After returning the pump, I called back a month later to check the status. It was found to be working correctly (I still have no clue what went wrong.) Scott quickly offered to split the cost of testing the pump and shipping it back to me which I really appreciated. I think that’s pretty decent customer service.

Ordered a 2-speed pump for my hot tub: Scott confirmed the correct replacement part number before I ordered; Great price & fast shipping; installed & hot tub runs great. Excellent customer service: a part number error in the pump electrical cord was made right - Scott called and promptly sent a replacement. Thank you for all your help !