Complaints

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• Initial Complaint

  Date:26/05/2025

  Type:Service or Repair 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.

  Transaction Details:
  • Date of transaction: April 29, 2025
  • Seller: AR Decking / AR Saunas (Contractor: Andrey)
  • Amount paid: $****** by e-transfer
  • Item purchased: Custom pentagon-shaped outdoor cedar sauna
  
  Description of the Problem:
  
  Within one week of installation, I noticed:
  • Significant water leakage during rain, causing visible staining inside the sauna.
  • The roof lacks flashing and sealant, and there is no vapor barrier or insulation in the walls or roof—only the floor is insulated.
  • Seams around the door and trim are unsealed, leaving gaps and exposure to the elements.
  • The heater cannot reach standard sauna temperatures, taking over 2.5 hours to reach only 60°C, far below the expected 80–100°C for a functional sauna.
  
  These issues make the sauna unsafe, structurally deficient, and unusable for its intended purpose. There was no written scope of work provided, and I was not made aware of these deficiencies at the time of sale.
  
  Timeline:
  • Issue first noticed: Within 7 days of installation (early May 2025)
  • Initial complaint to contractor: Promptly after issue was discovered
  • Contractor’s response: ** ******** *** *** ***** ***** *** ******* **** ** ******* He deflected responsibility and later offered a more powerful heater and $*****, which I consider an inadequate remedy given the severity of construction and performance issues.

  

  Business Response

  Date: 29/05/2025

  We appreciate the opportunity to respond to this complaint and take the customer’s concerns seriously. We are committed to resolving issues professionally and fairly.
  Regarding the customer’s concerns:

  
  1. Water Leakage & Roofing Concerns:
  The sauna design is an outdoor structure and, while minor moisture ingress may occur during extreme weather, significant leakage is not typical or acceptable. According to the photo provided, we do not see significant water leakage.
  

  2. Insulation & Vapor Barrier:
  We recognize that a more detailed written scope of work should have been provided to avoid misunderstandings. As part of our effort to resolve the matter in good faith, we offered a $***** payment to assist the customer with the cost of adding additional insulation and sealing, should he choose to pursue that option independently with a contractor of his choice.
  

  3. Heater Performance:
  When the client informed us of the heater malfunctioning, we immediately offered to replace and upgrade the heater at no additional cost.
  

  4. Communication & Scope:
  We regret that no formal written scope was provided prior to installation. We are updating our internal process to ensure this is standard going forward. We also regret if any comments made during our interactions were interpreted as dismissive. It was not our intent to downplay the customer’s concerns.
  

  Resolution Offer:
  We are still willing to:

  -Upgrade the heater at no additional cost (as previously offered)

  -Provide $***** payment to assist the customer with the cost of adding additional insulation and sealing should he choose to pursue that option independently with a contractor of his choice.
  
  We sincerely want to make this right and reach a resolution that restores the customer’s confidence.
  

  Sincerely,
  Andrey
  AR Decking

  Customer Answer

  Date: 29/05/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1.  A wood heater would not work as the sauna is located too close to my house. I chose electric heaters for the convenience. 

  2.  I talked to 2 different contractors. One who makes saunas. They have advised me that water leakage should not occur with a tin roof  that combined with the use of plywood can contribute to mold and rot.

  3. The sauna builder also mentioned that plywood can off gas.  He also builds barrel saunas and does not accept leaks in his sauna.
  

  4. The back wall is flimsy. Has holes. Pieces of wood should not have been used in a sauna. Corners were cut. I have lost confidence in my large scale purchase.   

  
  
  
  
  Sincerely,
  
  
  
  Chris *******

  

  Business Response

  Date: 30/05/2025

  To clarify, we offered to upgrade the customer’s sauna heater to a more powerful electric model. The heater initially installed was designed for a 500 square foot sauna, while the customer’s sauna is only 400 square feet, meaning the original unit should have been more than sufficient for the space. At no point did we conduct an investigation to verify whether the heater was installed correctly, including the electrical wiring, as we trusted the electrician installed it correctly. Based on this, we promptly extended the offer to upgrade the heater at no additional cost to ensure the customer’s complete satisfaction.
  
  From the photo provided, the water staining appears minimal, and we believe it’s not a significant concern. Water staining on cedar is not a health risk due to the wood’s natural properties. As this is an outdoor structure, some minor water penetration is not uncommon. In fact, a sauna that is fully sealed could lead to health risks such as mold growth due to poor air circulation, which is why we design our saunas with some air exchange. 
  
  We stand by the safety and reliability of using plywood for the exterior roof construction in sauna builds. Plywood is widely used in sauna construction, and we take care to ensure all materials meet safety standards. While we understand the concerns about potential off-gassing, we continue to believe that plywood is a reliable and a safe choice as an exterior roofing material.
  
  Regarding the back wall, we have carefully reviewed the customer’s concerns and would appreciate the opportunity to address them. We are confident in the structural integrity of the sauna; however, we understand if the customer would like additional reinforcement, we are offering up to $**** for the customer to hire a contractor to reinforce the back wall as he sees fit. We want to ensure that the customer feels confident and satisfied with the sauna’s durability.
  
  While we firmly believe the sauna is built to our high standards, we remain committed to the customer’s satisfaction.  It is important to recognize that differing opinions from various contractors may arise, some of which may not be warranted in this situation.
  
  Sincerely,
  Andrey

  Customer Answer

  Date: 30/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  I reject AR Saunas’ offers of a heater upgrade and $***** for repairs as they fail to address the fundamental defects in my $****** sauna. The heater does not heat adequately, rendering the sauna unusable for its intended purpose, and AR Saunas’ failure to verify installation undermines their claim of sufficiency. Leaks, dismissed as “minimal staining,” are unacceptable, as confirmed by local sauna builder Mr.  ****, who states saunas must no leak rain. Water ingress risks damage and contradicts the purpose of a dry sauna environment. The use of plywood raises unresolved concerns about durability and off-gassing in high heat. The back wall’s cracks and flimsiness indicate poor construction, and $***** is inadequate to fix structural flaws in a premium product. Mr. **** also states that a different heater won’t help as the heat will go through the holes. 
  
  ***** ********** ******** ********** **** * ** ******** ** * ******* **** ** ******** *** *** ******** *** ** ************ ******** **** ***** ***** ***** *********. I demand a full refund, as partial fixes do not resolve the core issues. I have documented evidence supporting my claim and am prepared to escalate to Small Claims Court if necessary.
  
  Sincerely,
  
  
  
  Chris *******

  Customer Answer

  Date: 30/05/2025

  Further to this:

  Unfortunately, the response does not address the core structural and design issues with the sauna. My complaint is not about minor cosmetic concerns or air circulation—it’s about fundamental construction flaws that render the sauna unfit for purpose and misrepresented in value.
  
  
  1. Heater Misrepresentation
  While the company now claims the heater is adequate, it takes 2.5 hours to reach only 60°C. The original offer to upgrade the heater was appreciated, but it doesn’t address why the installed unit fails to perform. If the heater was truly oversized for the space, it should not struggle to reach basic operating temperature.
  
  
  2. Water Leakage and Lack of Vapor Barrier
  This sauna leaks during rainfall—something any reasonable person would not expect in a $****** outdoor structure marketed as a high-end sauna. There is no vapor barrier, no waterproofing at seams or around the roof, and no insulation in the walls or roof. This contradicts common building practices and significantly impacts usability and longevity.
  
  
  3. Materials and Off-Gassing Concerns
  While plywood may be used in some exterior builds, it was not disclosed in advance and contradicts the impression of a fully cedar construction. More importantly, the roof has no flashing or waterproof sealing. The sauna is not just “ventilated”—it’s exposed. This is not a design choice; it is a failure of basic building standards.
  
  
  4. Offer of $***** for Wall Reinforcement
  I appreciate the goodwill gesture, but it again shifts responsibility to me as the customer to fix a structural issue caused by the builder. I should not have to pay additional costs to bring a newly built sauna up to basic structural integrity.
  
  
  
  
  My Position:
  
  
  
  
  I am requesting a full refund and removal of the sauna.
  The sauna is not waterproof, underperforms in heat-up time, and lacks the basic construction features one would reasonably expect in a $*** custom build.
  The contractor’s claim that his own sauna leaks does not absolve him of delivering a waterproof product to paying customers.
  
  
  
  
  Thank you for your time and continued support in resolving this issue.

   

  It seems like we are going back and forth and no one is moving on the issues. **** ** ************ 
  
  
  Sincerely,
  Chris *******

  

  Business Response

  Date: 04/06/2025

  Thank you for taking the time to share your concerns. We appreciate your feedback and understand your expectations regarding the sauna’s performance and construction.

  
  1. Heater Performance:
  We want to reiterate that the originally installed heater was designed for a sauna larger than yours, meaning it should have been more than sufficient to heat the space. Nonetheless, to ensure your satisfaction, we offered a free upgrade to a more powerful heater.

  
  2. Electrical Specifications:
  Since the heater installation was handled by a third-party electrician, we are unable to verify whether the wiring was the correct gauge or if the breaker provided sufficient amperage. We recommend consulting the electrician who completed the installation to ensure everything is properly configured for optimal performance if you haven’t done so already.

  
  3. Water Leakage & Vapor Barrier:
  As this is an outdoor structure, some degree of water exposure is expected, particularly during heavy rainfall. Fortunately, cedar is naturally resistant to moisture, and the sauna’s design allows for proper air exchange, and we stand by the construction approach taken with your unit. Regarding the vapor barrier, this is typically required only when insulation is present in a wall.
  Your sauna is constructed with a single-wall design, meaning insulation was not included, nor was a vapor barrier necessary. A double-wall construction would have been required for insulation, which was beyond the scope of your order and price range. If you were informed that a vapor barrier was required for a single-wall sauna, that information may have been incorrect.

  
  4. Materials & Roof Construction:
  Plywood is commonly used in sauna construction and meets industry safety standards. Fully sealed saunas can pose risks related to air circulation and mold, but our design allows for proper ventilation to ensure durability and long-term performance.

  
  5. Offer for Wall Reinforcement:
  We want to reiterate that our offer of $***** for reinforcing the back wall remains available should you wish to make adjustments. We take pride in our craftsmanship and believe the sauna is structurally sound, but we recognize that individual preferences vary, which is why we’ve extended this goodwill gesture.

  
  We remain confident in the quality and integrity of your sauna construction and appreciate the opportunity to clarify any concerns. Please note, this will be our final response for this concern.

  
  Best regards,
  Andrey