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:04/14/2025

  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.

  Purchased an infrared red light therapy sauna from Sunlighten in November of 2024. The sauna has not functioned at all for approximately 1 month of the 4 months that I’ve owned the sauna. The sauna was put into a commercial setting for clients of a fitness facility as an add on to the fitness facilities contract. The companies customer care is basically non-existent. They’ve shipped replacement parts on several occasions with no resolution. I’m now requesting a new sauna to which none of my requests have been met! The saunas were financed along with 2 cold plunges. I continue to pay installments on a non-functioning sauna. I’ve contacted the commercial sales representative for the company on a number of occasions, including today 4/14/2025. It was said that they are awaiting a decision form the director of customer care, ******* **********. My call and request earlier this week to speak with the aforementioned person has yet to be fulfilled.

  Business Response

  Date: 04/29/2025

  We have had a technician go onsite after electrical has been confirmed to be correct.  Parts have been replaced, and customer's sauna is working correctly. 

• Initial Complaint

  Date:04/14/2025

  Type:Delivery 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.

  Delivery is unduly delayed for no apparent reason, and only excuses provided by salesperson.

  Business Response

  Date: 04/18/2025

  We'd like to assist this customer however we are not finding this name in our system.  Was their sauna purchased under a different name?

  Customer Answer

  Date: 04/18/2025

  No delivery of the item even after speaking multiple times with their representative named ****** Failed to deliver item as promised. Also created no refund contract only after taking our money. Reputation on social media for lateness, defective equipment and failed delivery on service and parts and labor. Item purchased under my wife's name, ********** ******* at the same address of record.

   

  Business Response

  Date: 04/29/2025

  We have been proactively attempting to reach the customer to deliver the sauna since April 14th.  Our delivery terminal has attempted several outreach calls to schedule the delivery, and the customer will not return or answer those calls.  If the customer wishes to cancel the order, they simply need to respond to our calls for us to have a verbal confirmation and we can begin the cancellation and refund process.  

  Business Response

  Date: 06/11/2025

  The ************ wanted their money refunded and not the sauna delivered.  We have refunded the money back to the credit card the sauna was purchased on originally.  We have since had the sauna delivered back to our warehouse from the final delivery terminal.  We are unclear why they have provided the BBB with an email showing the delivery status email we sent from the original purchase in April.  We have considered this claim to be completed based on the customer's original BBB request.

  Customer Answer

  Date: 06/14/2025

  ABSOLUTELY NO IDEA WHAT THEY ARE REFERENCING EXCEPT THAT THEY ARE EXCELLENT AT DIVERSION. DEFLECTING, OBFUSCATION AND DECEPTION. THEY HAVE A PH.D IN THE SKILL OF SUBSTANDARD SERVICE. GOOD RIDDANCE AND GOODBYE.

• Initial Complaint

  Date:04/05/2025

  Type:Delivery 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.

  I ordered three parts on Monday, requesting two-day shipping, and was assured that everything would arrive promptly. However, the situation has been anything but smooth. On Thursday, I called to check on the status of my order, only to be informed that you didn’t have all the parts in stock and that delivery would now take three weeks (there was no communication on this, I would have never known if I didn't call). I asked for an alternative to receiving the parts sooner, and after further discussion with the warehouse (and they somehow found the parts), they confirmed that the parts would be shipped overnight.
  On Friday, I called to get the shipping details (that were never sent as promised) and was told that the parts had not yet shipped. I requested priority overnight shipping with Saturday delivery, which was supposedly arranged. To confirm, I called back a few hours later and was provided with a tracking number, with reassurance (the customer service person called the warehouse directly) that the parts would indeed be delivered by noon on Saturday.
  However, as of Saturday morning, the shipping status still shows that the parts have not been shipped. This is completely unacceptable, as I have been assured multiple times that the order would be prioritized and sent.
  This ongoing delay, along with the lack of clear communication and follow-through, has been incredibly frustrating.

  Business Response

  Date: 04/18/2025

  We apologize for the inconvenience with the initial delay in the delivery of the order.  The parts were in stock at the time of the order and by the time the order was at our warehouse for fulfillment, we were out of stock.  Our Logistics team did communicate with the *** ******* about this, and we sourced the parts to then be able to fulfill his order and expedite the shipping to him.  He has received his parts.  

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because:

  The companies financial records are wrong. There were 2 charges, one on 4/8 for 52.95 and one on 4/1 for 45.07. I have the bank statement that shows they refunded the 4/1 charge of 45.07, not the 4/8 charge. This is just another example of the inconsistent customer service and lack of details Sunlighten has provided to me as a customer. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 05/27/2025

  We are processing a refund of $52.95 for the customer.  Apologies for the oversight. Thank you.

• Initial Complaint

  Date:03/03/2025

  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.

  They have NO solutions to fixing my 5yr old sauna.
  Customers service is super hard to get hold of to fix the problem. It has been going on for 4 months with NO solution.

  Business Response

  Date: 03/20/2025

  We have been in communication with the customer about their sauna and working on options to resolve the issue.  We went onsite to the customer's location to review the sauna, troubleshoot and ensure parts were connected properly.  We did need to reconnect a tablet connection, replace the power box, and replace a couple of NIR boards.  The sauna is working properly now.

• Initial Complaint

  Date:02/27/2025

  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.

  I have now replaced two heating panels and the main powerbox itself. This has taken HOURS of time. I have communicated with the company (see email below) NUMEROUS times. The sauna now does not function at all and customer service has not responded to my multiple pleas for help. At this point I would like them to pick it up and take out of my house. The Sauna does not function at all.
  
  PLEASE HELP!!!
  
  Hello *****,
  
  I own two homes and use this sauna (when it is operational) three days a week every other week. Please refer to the attached power consumption data for my electric bill. I must express my dismay at the excessive power consumption and extended heating time required to reach the desired temperature.
  
  The situation has become increasingly frustrating, considering the substantial cost of the sauna, which exceeds $8,000. I have already had to replace two heating panels and the main power box myself. Your recent suggestion to update the power box further exacerbates my concerns. Do you have technicians who specialize in your products?
  
  Numerous friends have inquired about my sauna and expressed interest in purchasing one. However, I am unable to recommend your product in good conscience. The experience has been more of a burden than an enjoyable one. I was willing to invest a significant amount of money in a product that I anticipated would perform at a higher level. While I could have purchased a less expensive unit from a competitor, I believed in the superiority of your product.
  
  As a single parent working full-time on my own business, I do not have the time to troubleshoot your product and ensure its proper functioning.
  
  Please note the following:
  
  The first search result that appeared when I conducted a search for “sauna” was “mpulse sauna max heat.”
  
  "According to information available, the maximum heat a mPulse sauna can reach is around 160°F, with users often adjusting settings on the app to achieve this temperature.

  Business Response

  Date: 03/20/2025

  We had made attempts to contact the customer and even had a scheduled call with him but was missed.  We sent out another link to schedule another call and didn't hear back from him.  We reached back out and was able to connect and successfully scheduled a call with him.  We troubleshooted over the phone to determine the heaters had been deactivated and were not on when he was trying to use the sauna.  We were able to guide him on how to reactivate the heaters through the tablet while on the phone.  The sauna did heat up and was functioning correctly.  We asked him to run a few more programs/sessions and contact us if there are any further issues. 

  Customer Answer

  Date: 03/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Please see below response from ***** *.  She appears to I've a slight attitude to my dismay over having to basically replace and install two heating panels and the main power box.  I have updated firmware at least twice.  I have had to reset wife at least twice.  The powerbox replacement alone took close to two and a half  hours if not more.  

  I missed one appointment because I am a business owner and had a client in need.  I can not ignore my customer to deal with a sauna that has had excessive issues.  My family and my customers take precedence over a sauna that has been plagued with problems.  

  I am not satisfied with the product or the customer service.  The response by ***** does not mention that she disappeared for more than two weeks after my response to the below email.  When I did hear from her she mentioned she was sick.  I am fairly certain she works from home.  Again my family and customers come first.  My response was on February 20th.  I heard absolutely nothing until March 3rd.  The Sauna was inoperable for weeks.

  A brand new $8000 sauna should work more than not and should come with better customer service.

  EMAIL FROM ***** *

  "G/ood afternoon, 
  
  I am not asking you to replace your powerbox again. I am asking you to check on the tablet to see if the firmware needs to be updated which will periodically need to be done just like with any other internet capable device. 
  
  If you are wanting to hire somebody to service your sauna at any point you are welcome to do so. We have a third party we can refer you to. However, please keep in mind that per warranty terms labor is not covered.
  
  Thank-you for verifying when you do use the unit however we are not able to see any of this information because it looks like you need to update the firmware or tablet software. "
  
  
  
  Sincerely,
  
  
  
  ******* *****

  MY RESPONSE

  On Feb 14, 2025, at 4:29?PM, ******* ***** <***************> wrote: 
  
  Hello *****,
  
  I own two homes and use this sauna (when it is operational) three days a week every other week. Please refer to the attached power consumption data for my electric bill. I must express my dismay at the excessive power consumption and extended heating time required to reach the desired temperature.
  
  The situation has become increasingly frustrating, considering the substantial cost of the sauna, which exceeds $8,000. I have already had to replace two heating panels and the main power box myself. Your recent suggestion to update the power box further exacerbates my concerns. Do you have technicians who specialize in your products?
  
  Numerous friends have inquired about my sauna and expressed interest in purchasing one. However, I am unable to recommend your product in good conscience. The experience has been more of a burden than an enjoyable one. I was willing to invest a significant amount of money in a product that I anticipated would perform at a higher level. While I could have purchased a less expensive unit from a competitor, I believed in the superiority of your product.
  
  As a single parent working full-time on my own business, I do not have the time to troubleshoot your product and ensure its proper functioning.
  
  Please note the following:
  
  The first search result that appeared when I conducted a search for “sauna” was “mpulse sauna max heat.”
  
  "According to information available, the maximum heat a mPulse sauna can reach is around 160°F, with users often adjusting settings on the app to achieve this temperature.  

  Business Response

  Date: 03/31/2025

  We have been working with *** ***** to resolve the issue.  We've sent emails and a scheduled appointment link hoping that would be easier to connect with his schedule.  We did connect with him on March 17th, and it was confirmed that the heaters, power box. and red-light panels were installed.  Upon checking programs in the tablet, the heaters were in an inactivated status, and we instructed him to reactive the heaters.  At which point, the heaters turned on and the unit worked properly.  We also advised him to complete a heater spot check and heating programs to ensure the heaters/sauna were functioning properly.  During that conversation, we felt the issue had been resolved and communication was positive on both sides.  If further issues need to be resolved, we will be more than willing to reach out to *** ***** to discuss matters in more detail.  Since March 17th, we've not heard that his sauna is not operating properly.  

• Initial Complaint

  Date:01/23/2025

  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.

  Complaint Overview:
  ****** **** has expressed frustration and dissatisfaction with Sunlighten’s customer service and the quality of their $10,000 sauna unit. Despite multiple communications over several days, there has been minimal progress in resolving ongoing issues, including safety concerns, operational failures, and lack of follow-up from management.
  
  Key Issues:
  
  1. Ongoing Technical Failures:
  • The sauna experiences frequent power failures, tripping breakers, and requires repeated part replacements.
  • Specific issues include failed heating panels, LED lights, and a critical power box failure.
  • Replacement parts provided have not resolved the problems, and additional costs (e.g., electrician fees) have been incurred.
  
  2. Customer Service Challenges:
  • Lack of communication and follow-up from customer care despite numerous emails and calls.
  • Requests to speak with management have been ignored or delayed, with no callback after multiple promises.
  
  3. Escalation Attempts:
  • Justin has repeatedly requested immediate action, including:
  • Escalation of the ticket to management.
  • Clear timelines for part deliveries and service.
  • A direct callback from management within 24 hours.
  • Complaints include dissatisfaction with Sunlighten’s decision to close cases prematurely and their irrelevant responses (e.g., sending return labels instead of addressing the core issues).
  
  Requested Resolutions:
  1. Immediate escalation of the ticket with a clear timeline for repairs and parts.
  2. Direct contact with management to discuss next steps.
  3. Potential replacement or upgrade of the faulty sauna unit due to repeated failures and safety concerns.

  Business Response

  Date: 02/01/2025

  We have been in communications with *** **** to resolve the issue.  Certainly, we apologized for the delay in communications and have been working to improve in that area to identify the sauna issue, source the parts, and ship them out.  As of this past week the parts arrived.  We confirmed with *** **** the did receive them and was going to install them himself.  We offered to assist with installation.  We also confirmed with those parts now installed the sauna is working properly.  

• Initial Complaint

  Date:01/20/2025

  Type:Customer Service 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.

  No customer support or service in 2 weeks. We recently purchased a home and it came with a Sauna from the company. In order to use the sauna we have to log in and create an account. It won't let me enter the serial number and prompts me to call customer service for help. I have called, filled out online support requests, and reached out to their live chat (which is apparently only for sales) and no one has contacted me back for 2 weeks now. I have reached out over 7 times now.

  Business Response

  Date: 02/01/2025

  We were able to connect with the customer to create a new account and resolve the issue so the tablet and sauna will work correctly.

• Initial Complaint

  Date:01/06/2025

  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.

  11/24 is the purchase date I believe.
  Sun lighten delivered our sauna damaged. The shipping agent that they chose Took out our property, GATE. They also damaged the post where the intercom/entry pad was. We have been contacting them for weeks and they have yet to get anything done. They keep giving us the runaround. They offered $1000 discount for a damaged Sauna that isn’t even working and they have had no one come out to fix our gate or replace it. We have farm animals and two German shepherds that we have been trying to contain for almost a month now. They have terrible customer service and they are not handling this for us. We sent pictures to them of the damaged box that the shipper taped back up, the damaged panels, and the damaged GATE and nothing has been done about any of it. Please help us.

  Business Response

  Date: 02/03/2025

  We have been working with the customer on this issue.  This situation is not normal and requires us to follow certain guidelines.  We did offer compensation for the initial damage and inconvenience of the delivery.  Since we use a 3rd party carrier for the delivery, we need to work with them for the damages to the gate and are doing so.  For the property damage we need to work with the local carrier and following that policy, too.  We did receive the customer's pictures and provided them to the carrier so a claim could be processed on behalf of the customer.  We are required to provide estimates from a company for the repairs to submit for the claim to process.  Photo estimates from a retailer would not be accepted for the claim to process and explained that to the customer which delayed the claim from being processed.  The last update we received from the 3rd party carrier was that they were contact with Mr. Gatti and working on a solution.

  Secondly, we have asked for more information on the said damage and non-working status of the sauna from the customer but have not heard back on exactly what those issues are for us to address.  We would be more than willing to assist and get the sauna operational.

• Initial Complaint

  Date:01/02/2025

  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.

  I installed a Sunlighten sauna in my business. The problems started with installation. They had all of their tools delivered in a huge box to my business and dropped it inside without giving me notice they were doing that. It was in my way for weeks waiting for the installers to arrive, which was past the date it was scheduled. During installation the installers made several adjustments to the design which I did not approve. I began operating the sauna a few months later, June 29, 2024. The sauna, almost immediately began having issues. The floor heaters started going out, the control panel would not respond at times, wood slats started cracking and buckling up, and within 5 months the entire sauna stopped operating. I contacted my rep and other employees at the company, I was told it was an electrical problem on my end. I hired an electrician to come to my business. He did a full diagnostic on our electrical to the sauna and it was fine. I told them this and it took them another week to send a replacement part. That was installed and it still didn't work. It took them several more days to send another part and that still didn't work. The 3rd part sent, weeks after contacting them, also didn't work. My electrician had to take the whole thing apart to find a control box which was melted. Upon taking the sauna apart he found shoddy installation, loose connections and wires tied together improperly. Their parts can't withstand the heat of the sauna without melting. I contacted them again with a photo of the melted part and have yet to hear back from them. I have a $20,000 sauna that is inoperable, members complaining and asking for refunds of membership dues because the sauna has now been down for 3 weeks. Stay away from this company, their prices are far more than traditional saunas, parts are cheap, customer service is bad and their installation technicians do bad work.

  Business Response

  Date: 01/20/2025

  Apologies for your experience up to this point.  Our
  staff works very hard to try and deliver the best customer experience in all
  aspects of our business.  We feel our team went above and beyond the
  normal terms of our warranty in efforts to help this situation as timely as
  possible.  Overnight shipping replacement parts and directly paying your
  installer are not included in the normal terms of our warranty, but we made
  exceptions to help in this situation.  We were saddened to see the damages caused by
  large amounts of water present in your electric sauna as this clearly violates
  our written warranty.  Yet we still offered to replace all these
  electrical parts free of charge.  After confirming the sauna is fully
  operational with the electrician we paid directly, we have been unable to reach
  you by phone and email in hopes of discussing water mitigation and preserving
  your warranty.  We have always been and will always be, happy to help work
  together towards a mutual and permanent solution.  If there's a better contact number or email than we've been using, please let us know. 

  Customer Answer

  Date: 01/20/2025

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

  The company is accusing us of doing things to violate our warranty and it is untrue. We have not "wet mopped" the floors. The design is bad. There are floor heaters directly underneath benches where people sit and sweat with no method of trapping the sweat before it drips through onto the surface of the heaters. That is sweat on the floors not water. The electrician has confirmed to us he sees no sign of water wet mopping on our floors but does see baked sweat on the heaters and floors. It creates a terrible smell and caused heaters to fail. The service provided IS part of the warranty. I'm not the only end user who has posted complaints. I don't wish to communicate with this company further seeing as the owner never replied to any of my emails. Bad look for an owner of a company. When I'm sent a message as a business owner, I reply. We will not be using this company again. It was bad service from the start and the product is cheap and poorly installed. Waste of $20,000.
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 02/24/2025

  We would like to work with this customer and find a resolution that is suitable for both of us.  We are open to meeting or scheduling a call with her to further discuss this matter and options.  

• Initial Complaint

  Date:11/04/2024

  Type:Delivery 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.

  I have had several issues with Sunlighten from the initial ordering process right through to me having to decline the delivery of the sauna. I was unable to accept the delivery of the sauna as I was told that they would have someone to assist with the delivery, which was not the case. I have put in writing a refund request on September 27th, 2024, as I never received the sauna but they have continuously delayed the process of refunding me. The Sunlighten sales agent stated that the sauna hadn't been returned to their warehouse but followed up and got proof of delivery from the freight forwarder. All I want is my refund and for them to stop delaying the process unnecessarily as every time I contact them another excuse comes up.

  Business Response

  Date: 11/30/2024

  Based on our research and system information, we refunded *** **** on 10/16/24 for his sauna purchase.