Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sauna from K**** in October of 2021. He said it would take 12-14 weeks for delivery. After a tone of phone calls and follow up K**** had lots of excuses to why is wasn’t done yet and continually said in would be done in a few weeks. After multiple deadlines were missed I asked for my deposit back and he refused to do so. Finally after over 6 months he finally delivered my sauna. K**** agreed in writing to refund us $2000 as a late penalty within 2 weeks, I’m still waiting. Our sauna showed up with multiple places where there was damage to the cedar, the floor was peeling up within a week, in the contract I had paid for western red cedar floor mats, western red cedar heater guard and custom western red Cedar ******** (Value $1,000.00) all of which showed up not as cedar. I had ordered a very specific sauna heater from kevin, he had taken a picture to show me that it had shown up. However when he showed up with my sauna he had a completely different heater and apparently gave my heater to a different customer. After all this and finally using the sauna I noticed steam was pouring out the sides and getting into the wall with the electrical controls. Their was no vapour barrier between the ceiling and the walls and so moisture was getting into the walls causing the lights to stop working and who knows what other damaged to occur.

  Customer Answer

  Date: 21/04/2023

  The install date was May 26, 2022

   

  Customer Answer

  Date: 24/04/2023

  *** ********* ** ******** **

  Business Response

  Date: 21/03/2025

  Monashee Saunas Response
  
                                            
  
  On Oct 20/2021 Teal Jeal and his mother **** living down stairs purchased a 7d x 8w Custom Shed style Sauna it was just after a  trying time with deliveries and pricing of materials due to a record breaking heat wave and forest fire season that wiped out towns witch followed a year of Co-vid , because of the hard times we gave them the best deal we possibly could ,it was a very nice Custom Sauna with a total of  $******** in total savings to help with everything  , 15% off Sauna , led strip light package and custom valances  , extra L-shaped benches , floor matts , bucket shelf , windows, and original delivery of half price (ALL NO CHARGE ),it was at that time he said he would like a drain , and I told him that all we do is a temporary peel and stick Flooring because we ship or deliver our  Saunas in pieces and that way, if clients who anticipate lots of water can tile to a drain or something , it was agreed a ***** week delivery as there was a couple Saunas ahead of him , Then 4 weeks lateras we were getting ready to start his Sauna one of the biggest blows to us happened ,on Nov 20th/21 the big atmospheric river flood happened in the lower mainline , washing out all 3 highways to the coast and flooded the lower mainland , there was no access to **************; for us for 7 weeks , this was now the 4th B.C. emergency and the worst we had to work through .it was at that time, someone was looking for a Sauna Heater and knowing I had a lot of time to get another one in I sold it , I ordered the exact same heater it came in and thinking there was no reason to be different , I left it in the box to keep it protected , I noticed the day before we left even though same heater same box they sent me the wrong one which had the control on the heater not the wall mount , I suggested we use it and when I get another I will come down and switch it out , he ended up getting one and selling mine so I took that as solved .It was then also jan/2022 they halted old growth forests on **************** for a year , this made it hard to get long lengths of cedar for some of the things the client is talking about and no way to get to the coast as roads were just opening to trucks only ,since I knew Alder can be used in saunas I decided to use furniture grade Alder witched matched very nice and used it in my accessory package ,the valances for the lighting and the front faces of the benches that I gave them for NO CHARGE  A $ ******** savings . it looked great and we took the time to make very nice , Mid May Getting near the delivery they were hinting that they need to be compensated for the late delivery , it was a ***** week original date for delivery , we planed and delivered on May 25th , Considering  everything that went on beyond my efforts it was only 3 months late ,  I decided to help make them happy I told them instead of me driving it down and helping his brother and himself set it up , that I would bring my crew down and set the Sauna up for them  another $1,600.00 savings ( so now $ ******** )as this is on the Island and they ferry and accommodations ,food , etc. not cheap !. he agreed and I thought he was happy with the gesture.
  
  I could tell right away something was off ,we were there 2 days and 1 night in ******** , B.C. on there job, not once did they not have someone outside watching us, when we were totally done ready to go home , the complaints started, there was a little piece of the groove off the t&g under the back rear fascia that was broken , I explained it was nothing and I would send down a piece of trim that would cover it nicely , then when we closed the sauna door the hinge side rubbed off the door stop and a little sliver of wood 1/16 wood by 6 , I told him it was nothing someone forgot to break the edge of the stop and the door. 2-3 strokes with sanding block and was done no one could tell, zero damage. When we were done loading up getting ready to catch the ferry, it was then they sat me down, saying that they were not happy and felt they needed another $3,000.00 compensation, I told them with savings and the latest gestor of bringing my crew down and setting it up was that, they said that was not enough although they agreed before I came down and set it up. I said no ,the savings and delivering and set up  the Sauna was the compensation , it was then they said that is why they made final payment final with credit card before I came down so they could cancel it if they had to , with everything going on , did not see being extorted was in the cards , needing the money and needing to get back home after 3 days , they were not going to let me go without agreeing to at least $2,0000 so I did , I even went down again another $1,500 trip  , to try and satisfy and even in the end I sent down a friend of mine  for ***************************************************** as my finisher for 20 yrs to change out flooring from peel and stick to 1 piece linoleum , I warned them leave him alone and let him do his job ,he went down there and tried to work with them telling them the flooring not to code ect , he explained this is not a house to code this is a sauna and kept on him on and on , he finally just left and that cost another $1000 ( so now I am  $9,674.37 total costs ) and after 3 trips to the Island and the two of them ,acted like there were two different sauna jobs givingthe 2 bad ****** reviews and going to BBB ect . being on the island I realized there is nothing more I can do for them, just no pleasing them and being in the cabinet industry for 30 years I only had one other client like this. So please if you made it this far, feel free to reach out and I can explain further, feel free to go through our web site and zoom in on any picture then you can tell we build a great product and we would proudly put up our Saunas beside any other saunas in the industry and compare the quality and cost 
  
  ***** Miller 
  
  Monashee Saunas 
  
  ***************************
  
  ************

• Initial Complaint

  Date:16/09/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Kevin to build an outdoor sauna.
  On Feb 26 2022 before I paid the deposit of $10,077.50, Kevin confirmed that it would be up and running by June 16, 2022
  On May 6, he confirmed 6 weeks.
  On May 31, he cancelled the June delivery and said again he was 6 weeks out to deliver. I contacted him then and he said he hadn’t started production.
  He requested an extension of another 7 weeks and he was confirming completion almost 7 months after he collected my deposit.
  
  I told him that the the only way I could move forward and granted him this extra time was that he guaranteed completion on September 10 the latest and that If it was going to take more than one day to install, I asked him to ensure to make the proper arrangements previous to Sept 10.
  I told him that if by September 10 the sauna was not completed onsite, I reserved the right to request a full refund regardless if he had everything ready to ship and ensemble.
  The original date for delivery had come and gone and yet nothing has been done to date. I demand full refund of deposit.

  Business Response

  Date: 28/10/2022

  In response to the consumer's complaint I only have one thing to say and that is i am very very sorry and apologize as much as a person can , i had every intention of meeting those dates at the time , my company had just gone through the co-vid emergencies ,along with the fires and then the devastating floods which stopped me in me in our tracks for two months I could not get to or from the Coast ,we lost a couple jobs and we could not make a couple deliveries ether which set us way back more than I thought. not to long after i took the deposit I lost one of my main employees due to all the set backs in the last year and a call to go to the pipe line. we kept moving forward on Saunas as best we could  while the materials and products prices were going through the roof . I still had every intension to for fill the order as in the past working in the Houseboat industry , we always took the orders and wood hire more and more  employees as the the work load increased , but I was soon to find out there was no one to hire , everyone was trying to hire employees , there  were many companies in our industrial park alone with help wanted signs , they were everywhere and being locked into our prices and material prices gone crazy we could not compete with the wages as our very high end Saunas took a lot longer than I thought as almost all the saunas we built turned into Custom Saunas with everyone wanting something a little different , I still had every intension on the final delivery date and I have been working myself and my guys with hardly any days off for months and months , and when finally go to start his Sauna I went to get the smart panel for his as it is one of the main SIP Panel Materials I need for it , was not there , so I tried the following week and then found out there was a shortage and anything equivalent and nothing in ** i looked every where and there was none for 8 weeks , this kind of thing has been happening steady and still continues , the world has definitely  changed. the bottom line is if possible make things right and follow through with the build and build him a beautiful ***** , but I cant have a rejection clause in it as the sauna is a full blown custom design made for his place only , I do not know what else to do except build him a beautiful sauna. I truly apologize and I am taking steps to scale back and get under one roof realizing as far as materials , employees , schedules and anything normal is a thing of the past, I would like the opportunity to make things right by for filling the order
  
  truly sorry the way it went down , *****

  Customer Answer

  Date: 28/10/2022

  
  Complaint: ********
  
  I am rejecting this response unless I get a firm date of completion. I had the opportunity to build the sauna with a different company but I needed the deposit to do so which I havent received back. Unfortunately and as much as I understand all the reasons explained by the builder, he is reiterating what I have been hearing all along. I could have the sauna built by now. And here I am still waiting, no compromise from his side and only promises up in the air. The only way I can agree to move forward with this agreement is that he provides a firm date.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/01/2023

  1st I  would like to offer the sauna for January 20th and will waive the delivery fee and build you a beautiful Sauna which I feel would be best for both of us  , and if there is no way you would do that , I  will put up some equipment  up for sale and start raising the money to make payments and will have you paid in full by the end of  January 31st. 
  *****
  

  
  

  Customer Answer

  Date: 04/01/2023

  
  Complaint: ********
  
  I am rejecting this response because January 20th does not work for us. If it can be fully completed by January 12 the latest, we could reconsider. 

  Otherwise, we expect full refund on the same credit card number by January 31 2023.

  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 16/02/2023

  he failed:
  He said he would pay in full by January 31 2023
  It didnt happen.
  Please advise 
  Thank you