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:01/29/2024

  Type:Order 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.

  Needed to hire multiple electricians to fix the sauna however company would cancel at last minute which ended up in electrician charges Charged over $5000 from electricians. Seeking compensation from company that would never show up

  

  Business Response

  Date: 02/06/2024

  Dear *******,
  
  We were truly disheartened to learn about your experience with our company, and we extend our sincerest apologies for any inconvenience you may have encountered.
  
  From the outset, your sauna project presented a unique set of challenges, notably the transition between two separate contractors. Your initial contractor's unexpected departure introduced a gap in communication and incorrect expectations, making the project's continuation with your new contractor particularly complex. This unforeseen change led to misunderstandings and alterations to the agreed-upon design (and previously signed contract)such as the expansion of window size, which significantly impacted the sauna's performance, especially in the challenging climate of ********.
  
  The scenario where a contractor is let go during a sauna project is a first for us and evidently led to frustrations on your end. The gap in communication between the original and new contractors left you unaware of critical details, including the specifics of the infrared sauna technology you were receiving. 
  
  Unlike traditional saunas, which often reach temperatures up to 175F, infrared saunas are designed with a different principle in mind. They operate at milder temperatures, typically around 135F, focusing on using thermal radiation to directly heat your body. This method allows for a deeply penetrating heat without the need for extreme air temperatures, offering a unique and comfortable experience.
  
  We acknowledge that the crucial differences between infrared and traditional sauna temperatures were not adequately communicated between the initial and subsequent contractors, leading to an unexpected gap in expectations. We recognize the importance of clear and comprehensive communication and regret that it was not fully achieved in this instance.
  
  Throughout this project, we have striven to maintain open, transparent communication and have taken several steps to mitigate the issues that arose. We upgraded your sauna to our latest equipment at no additional cost and waived a $500 redesign fee in response to changes made post-final design approval. Additionally, we promptly addressed your power supply issue as we do with all service requests.
  
  We understand the challenges of coordinating installation schedules and the frustrations of dealing with unexpected delays. As such, we always advise waiting to schedule installations until the equipment has arriveda policy we set in our terms and conditions designed to prevent the very complications you've faced. Regrettably, the decision to proceed without the replacement materials led to further difficulties and costs, for which we find ourselves bound by the terms agreed upon with the initial contractor.
  
  We are deeply committed to your satisfaction and have worked diligently to address and rectify the issues encountered. Our goal is to ensure that you can fully enjoy the benefits of your sauna, understanding its unique features and the optimal conditions it provides.
  
  Thank you for bringing your concerns to our attention. Your feedback is invaluable as it helps us to improve our services and better serve our customers. We are dedicated to resolving any outstanding issues and ensuring your complete satisfaction with your sauna experience.
  
  Should you have any further questions, or if there's anything more we can do to assist you, please do not hesitate to reach out.
  
  Warmest regards,
  
  Sauna Cloud Team