Nordic Hot Tub Factory Store

My neighbor referred me to Rusty at Nordic. He was great and the ease buying a new spa for my family was super simple. The expectations were met and delivery was simple. However, I started to notice water pooling under the spa. I took one of the walls off and noticed a leak around the canister. I sent the video to Rusty and he referred me to their service department. This is when everything went downhill. After they sent me a gasket to order, I followed up twice for help installing the gasket. They referred me to Scott. After Scott installed the gasket, it still leaked and he had to come back to tighten it. I don't speak spa repair but I was concerned he did not know what he was doing. I was right as it leaked again. I contacted Scott several times and still no reply. I got ahold of Nordic and they referred me to Shannon. He came out to look at the issue and left in less than 8 minutes. After seeing the quick visit on my cameras, I sent him a text asking when the spa will be repaired. He said he needed to get some parts and would let me know. After several days, I reached back out to Shannon and he replied with "I don't know what is wrong yet, I have to inspect it" Huh? He was just here, for only a few minutes but he was here. After I asked him about this, he, just like Scott, chose to ghost me. I reached back out to Nordic to report my experience with their service team. That is when Tammy gets involved. She told me that Shannon had car trouble. Meanwhile I am adding water weekly to the hot tub to keep it above the jets. I am not using it because once the jets are on, it dumps water from the gasket. Enough water that I now I have a crack in the cement slab the spa sits on. This started in September and it is now February. I asked Tammy for an update yesterday and she replied today saying that she is on vacation and so is her boss so they will get back to me later this week, hopefully. On their website, at the bottom, under why Nordic, they state "If we didn’t build to high standards, we wouldn’t…check that, COULDN’T stand behind our products." Clearly they could not and do not stand behind their products and could care less about their customers.

We’ve had our Nordic Retreat MS hot tub for about a year and a half, and it has already developed a significant leak. I contacted Nordic and left a message requesting help finding a service provider in my area, but I never received a response. To make matters worse, the local dealer who originally sold us the tub no longer carries Nordic products due to ongoing quality concerns.

I thought buying a spa made in Michigan would get me better service in the event of a problem, apparently I was wrong. I purchased and paid for the Nordic tub with the GFCI and Ozonator from Viscount ( closest dealer ) pools and spa . They delivered it without either when I called the store and talked to Rob he said they might be able to come back by Saturday this was delivered on Monday. They acted like I should be thankful I got what I did. I called Nordic to try and purchase the Ozonator from them directly to get the tub up and running. They said sorry but they dont sell parts to the public. This was astounding to me because they have a retail store ?? and this is an accessory not a part that came on the spa. I thought what if I need service I have zero support. Choose a more reputable brand and do not buy from Viscount! Its ultimately not will you make a mistake but will you do to make it right. At this point I should have saved thousands and bought a used spa because once they run your credit card you are on your own anyway.

Purchased my Nordic Hot Tub 1 1/2 years ago and noticed a few months ago water leaking around the tub. I opened it up and found water leaking out of the rubber stopper on the Ozone unit. Apparently Nordic does not warranty the Ozone unit past a year....probably because they way they install it does not meet the manufactures specifications which clearly state the the check valve should be located above the water line. I found the following review posted 3 years ago...so it is apparent that Nordic still has not corrected the problem. When I called they were also dismissive when I asked about the check valve. I am left with a $500 bill to replace the Ozone Unit...even though my Nordic Tub is almost new. If I could go back in time I would not have gone with a Nordic Tub. Here is the review from another customer who had the same problem 3 years ago: "I wanted to provide a review of my experience with Nordic Hot Tubs over the past year. A year ago I placed my order, with my dealer saying Nordic offered high quality tubs. There was to be a long wait due to Covid, but then the delivery date was pushed out multiple times. I reached out a couple times, but the Nordic representative would not confirm my order. I finally received my spa 2 months ago, and I noticed the patio remained moist around the tub when the weather dried. So I opened the service hatch and found 1/8 - 1/4 water in the bottom of the tub, and water dripping from a port on the UV/Ozone unit. I looked up the unit and found the installation manual. The manual clearly stated that the unit was to be installed above the water line, or alternatively loop the ozone injector line with the check valve above the water line. This is called a Hartford loop. Nordic installed the entire unit below the water line (in this case below the top jets), and did not implement the Hartford loop. This was either a design problem or a build problem, so while I waited for my dealer to come out, I reached out to Nordic to let them know about the problem so they could correct it for future customers. Rather than being appreciative of the information, they were rude and made vague threats about voiding warranty by opening my equipment, even though their quality issues caused the issue and the installation manual clearly states that the check valve is a serviceable part that must be checked and replaced yearly."

I stopped by the factory store on the 23rd of December, right before Christmas to replace a broken part. Unfortunately, the office was closed for year end inventory... I popped my head in and was lucky enough to meet a helpful woman in the "Tech Support" office. She dropped what she was doing and said "let me see what I can do". 5 minutes later, I had the part in hand. Great customer service and many thanks!! Saved me a second trip and an hour of driving. Keep up the great work!