Loud Noise From the Pump or Heater Area: What to Send Support and Why Ella Works Through Your Installer

If your walk-in tub is making a loud noise from the pump or heater area, Ella's technical support diagnoses it remotely from a short video of the noise and a phone call with your installer or plumber while they are at the tub. Ella does not have field service technicians and does not send anyone to your home. Any part that turns out to be faulty ships to you under the parts warranty, and a local licensed plumber or electrician does the replacement.

Why There Is No Technician Visit

Ella's Bubbles manufactures the tubs and supports them by phone, email and video, but the company works through installers rather than a field crew. That means a noise complaint is handled fastest when the person who installed the tub, or a local plumber, is on site and on the phone with tech support at the same time. Support hours and the ticket form are listed in how to reach Ella's Bubbles support.

What to Send Before You Call

1. Record a short video that clearly captures the noise while the system is running. If the access panel can be removed safely, show the pump area.
2. Note which button was pressed when the noise started, whether it happens on hydro, air or both, and whether it changes with speed.
3. Write down the model and serial number from the label behind the magnetic access panel.
4. Open a ticket at ellasbubbles.com/support, attach the video and notes, then have your installer or plumber call (800) 480-6850 from the tub.

Normal Noise Versus a Failing Pump

Whirlpool pumps and air pumps are not silent, and an installer who has heard the motors on other whirlpool tubs is a good judge of whether the sound is abnormal. Tech support will often ask that question first. Buzzing sounds are covered in why the tub makes a loud buzzing noise, and the ozone generator is described in ozone sanitation explained. A whining sound from the air pump is different. It means the air pump is faltering, and tech support will arrange a replacement pump. If the hydro pump is the part that needs replacing, the process is described in how a replacement water pump is matched and shipped.

Can the Tub Be Used While Waiting for a Part?

When tech support has confirmed that a whining air pump is faltering and a replacement is on the way, the tub can still be used until the new pump is installed. Confirm this with support for your specific case. Remember that the air pump also runs the auto purge automatically about 20 minutes after the air pump is turned off, for 120 seconds, so a burst of air pump noise after your bath is normal even on a healthy tub.

Can the Air Pump Be Made Quieter?

There are no add-on components that reduce the noise of the air pump. The lowest speed is the quietest setting. On the three-speed push control the first press is high, the second is medium and the third is low, so press the button twice more after starting to reach the quietest speed. A fourth press turns the air off.

Related Guides

• Air Pump Whines or Stopped Working: Tests Before Replacement and How a New Pump Ships
• Pump or Massage System Not Working: Connections, Relay Switch, and What to Check First
• Hydro Pump Only Hums After a Repair: Why an Empty Tub Shows Nothing

Common Questions

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.