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:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 this very expensive sauna. When I was thinking of buying one they called constantly. Now that I bought one and the interior lights do not work they lie about when they will contact me to address the problem. I have been on hold 3 separate times for nearly an hour and got cut off 3X. I have spent hours trying to get this issue fixed. They do not respond to my e-mails and have not fixed the problem. Their customer service is horrible. This problem has been ongoing for months and they have refused to fix it.

  Customer Answer

  Date: 10/28/2024

  Thanks for your help.  The matter was successfully resolved and I hereby withdraw my complaint.

   

  Thank you

   

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

• Initial Complaint

  Date:09/02/2024

  Type:Billing 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.

  Invoice: Invoice* **********
  Invoice Date: 11 Oct 2023
  $6400
  10 - 12 business weeks till the unit is in stock Item above is a reservation
  Allocation is guaranteed
  ETA is subject to change with further notice
  Down Payment: $3200.00
  Balance due before unit ships: $3200.00
  
  ___________________________________________
  After lots of delays and us needing to pick a new style and unit we got tracking on August 22, 2024 which is 10 months after sending our initial payment! And, note, we did not even get the unit we originally ordered. As a side note, we were told in Decemeber, April, and May that our unit was on a boat. We should have known then that this company is not trustworthy.
  
  The unit did arrive and once we started to unpack it, it was clear it is a total piece of junk! The way it is configured is truly like what a 1st or 2nd grader can wire in a Kiwi box. It is absolutely not a professional grade item. We had to hire 4 men to come help put it together, and no where do they tell you that some panels way close to 300 pounds! Certain panels didn't have screw holes that align, and the roof was actually made incorrectly and doesn't fit on the right direction It can only fit on BACKWARDS. It took the better part of a day to assemble and only could be assembled by needing to make our own fixes to have parts fit together.
  
  This is NOT what we were promised nor is it worth $6400! We are requesting a full refund. If you want to come take the unit back, you can pay to have it disassembled and brought back as the only way to know just how bad it was was to begin assembling the unit.
  
  I am also asking the BBB to please consider shutting this business down for representing a product it can't deliver in a timely manner and then when it does arrive, it is not made to any standard that should be acceptable in America.
  
  Additionally, on July 8th I sent the 2nd payment when I was told it was ready to be delivered. It then took until August 22 to get a tracking number.

  Customer Answer

  Date: 09/04/2024

  After I submitted it, we went to try to plug out unit in, and the plug is not even a US plug!!!  See photo attached. So, after almost a year of delays and subpar product, it can't even be used in the US!!!!

  Business Response

  Date: 09/09/2024

  We would like to assist ******* ******* however, she did not purchase a sauna through our company, Sunlighten.  The company she purchased her sauna through is ********* ****** based in San Francisco, CA.  They are not affiliated with our company.  The submitted invoice shows that company's name, address and contact information.  

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Sunglighten: A Decade-Long Dream Turned Nightmare
  
  After years of anticipation, my March 2024 Sunglighten sauna purchase quickly devolved into a frustrating ordeal. What should have been a luxurious escape became a relentless series of malfunctions and disappointments.
  
  The litany of warranty issues included:
  
  Defective LED panels
  A warped door
  Heating sheets with cold spots
  And the list goes on...
  Each repair attempt became a saga of miscommunication, delays, and ultimately, failure. After months of waiting and storing a massive, incorrect door panel, Sunglighten's installers discovered the wrong parts had been shipped yet again.
  
  As I write this, my sauna is being reassembled with the same faulty components, a temporary fix at best. This entire process has involved dealing with over a dozen Sunglighten employees who seem incapable of coordinating with each other, placing the burden of follow-up and resolution squarely on me.
  
  The frustration extends beyond the sauna itself. Accessories ordered in March remain undelivered as we approach August.
  
  To anyone considering Sunglighten: Save yourself the headache and financial strain. This company's lack of customer service and disregard for quality make them unworthy of your investment. Don't let Sunglighten turn your dream into a nightmare like mine.
  
  I want a refund!

  Business Response

  Date: 08/17/2024

  We apologize for the inconvenience Mr. ** ****** has experienced with his sauna.  We have been in contact with him and troubleshooted those issues.  Based on that troubleshooting, sent parts that we thought would correct the issue.  Upon further review, we decided a front wall replacement was needed and scheduled a tech to go onsite to install that new front panel.  That has been completed and our understanding now is the sauna is working correctly.  

  Customer Answer

  Date: 08/19/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ****** ***** ** ******

• Initial Complaint

  Date:05/21/2024

  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.

  My mp**** Emp**** sauna is the highest end sauna they carry. I called to look into why my near infrared light did not seem to be coming on and spoke a representative on 5/20/24 that informed me of a package I could order to bring my sauna up to date with a total of 15 parts I would install that included updating the wiring, power unit, transformer, near infrared heaters etc. I had questions and called and spoke to another rep early on 5/21/24 and she assured me that that upgrade package would indeed resolve the issues. I had forgot to ask one question and called back and got ****** who then told me there was no way to upgrade my sauna and that I would need to buy a new one. Said there was no way to upgrade my sauna because the wiring and power board would not work. When I stated the upgrade package included the wiring and power board etc he would not listen and told me there was no way to upgrade it and my only option was to buy a whole new $12,000 sauna. Total sales pitch and needless to say I am not happy. Unscrupulous businessperson, complete scam. I would like my upgrade package and people to know what kind of business happens here when you get ahold someone as unscrupulous as this guy...

  Business Response

  Date: 06/24/2024

  The customer's sauna is an older model Empower that our current parts are not backwards compatible with that model year.  We do apologize that he was given incorrect information on his initial phone conversation.  We have addressed this with the representative he originally spoke with about the upgrade package. The second representative shared with him the reasons why the upgrade package wouldn't work and why.  He also, offered our customer loyalty program and shared the pricing to purchase a sauna with a warranty and available parts that are compatible with it.  

  Customer Answer

  Date: 06/25/2024

  
  
  Complaint: 21742353
  
  
  
  I am rejecting this response because: I was not getting current parts in the parts list for the upgrade on my older sauna I was going to get the latest parts that were compatible with this model. This was specifically discussed when it was initially being addressed and offered. I spoke to two separate associates that assured me it would work with my model while I was trying to make up my mind to order the parts and the senior lead technician was the first person I spoke to had done so many times before. This is simply a sales ploy/decision from upper management to stop helping customers with older model saunas upgrade and force them to have to spend $10K on a new sauna if they want the latest software etc. I understand it is just business but when a couple days of thinking about investing in ordering the parts and getting in contact with the wrong sales associate was all it took for my opportunity to update my sauna with available parts in an attempt to be forced into buying a completely new unit it is unprofessional and unscrupulous. I understand that nobody there is willing to do the right thing for me and the ones that were being helpful and doing the right thing have been hushed and forced to go against what they know was right because of their employer. Capitalism at its worst, it is not about keeping customers happy and doing the right things it is about making money at the expense of morality and integrity. I can see this will get nowhere but that is what these complaints are for. Letting people see when companies take advantage of customers and do these types of things. I should have been allowed to get the parts I was offered etc but here we are.... it is just sad what this country has become 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:04/28/2024

  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.

  Sunlighten are muting my perfectly reasonable comments on their social channels.
  
  It shows to me that the comment has been posted but it's not public, meaning when
  anyone else views it, they can't see the comment (see screenshots)
  
  We feel this is underhanded and misleading to potential consumers - my comments are solely alerting consumers to be careful before they buy Sunlighten products.
  
  Specifically they are about checking out the better business bureau, before buying.
  But Sunlighten are deleting them before they get to the public.
  
  We are seeking refunding of the shipping costs to send their faulty product back to them, which cost $500.
  
  The reason is we don't believe we should be paying to ship back a product that didn't work in the first place.
  
  We have already lost over 2k on electrician fees to install, check and re-check the sauna, to try and figure out the problem, when we had it.

  Business Response

  Date: 05/09/2024

  We have connected with ***** to discuss the postings and return shipping fees.  Both of us have reached an amicable agreement on those two items as of today, Thursday, May 9th. 

• Initial Complaint

  Date:04/22/2024

  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.

  In November of 2023 I ordered an MPulse Sauna from Sunlighten for approximately $14,000 I did not receive the sauna until January of 2024 after being told I would receive it in December. Once we got it and put it together it worked until two weeks ago (April) We called Saturday (April 13) and were informed that there has been a known issue with the infrared panels and we would be shipped new ones. Today we called because we still had not received the parts and were told: "I wanted to reach out and touch base after speaking with you today. My warehouse team has informed me that we are completely out of stock on the NIR LED board needed for your order. Currently we do not have a confirmed ETA from our manufacturer on when these will be ready to ship. My warehouse team has been made aware of your order and if any options become available, they will ship ASAP. Once we are able to ship, you should receive an email with FedEx automatic tracking." THIS IS A BRAND NEW UNIT WITH KNOWN PROBLEMS. I have a loan I am paying on it and I cannot use it. I would like financial compensation on the unit while it is inoperable.

  Business Response

  Date: 05/04/2024

  We apologize for the shipping delays in receiving your sauna order and delivery timelines being pushed into January.  Our NIR red light panel boards have had electrical updates based on usage and performance issues.  We had to go back to our supplier for these updates to be implemented and for production to occur to meet our order quantities.  Yes, there was a delay that created backorders.  However, the updates were important and needed for those boards to work properly.  The customer's order has been fulfilled, shipped out, and arrived to the customer on Friday, April 26th.  We have not heard back from the customer since April 22nd.  If they are still needing assistance with the sauna or installation of the NIR red light boards, we'd be happy to reach out to them.  

  Customer Answer

  Date: 05/07/2024

  We received the panels, but when installing them we found that the original panels had started fires behind them. 

  We are very upset and worried this sauna will burn down our home.

  Business Response

  Date: 05/20/2024

  We have been in communication with ******* about her parts that were ordered.  These parts were out of stock but have arrived at our warehouse.  We have shipped them out and scheduled for a tech to go onsite and install the parts.  This service appointment has been confirmed and will occur on May 24th at 9am.

• Initial Complaint

  Date:03/27/2024

  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 purchased a new Sunlighten sauna that arrived in early August 2020 and the unit is still under warranty. The sauna has only intermittenly worked, and the first repair claim I had to make to Sunlighten was 2 weeks after receiving the sauna. I've had a total of 17 claims to repair the sauna, many of the fixes taking months to repair, one close to 7 months, and as of today the unit doesn't work, and hasn't worked since the time I filed a claim on Jan 10, 2024. Long story short, the unit has been down and unusable far more than it has worked and I've spent countless days working on the unit. They sent a technician from Kansas to Lincoln, NE to fix the unit, and just last Friday, March 22nd they had a 3rd party technician working on the unit until 7PM and noone can determine what's wrong with the unit and I've yet to receive anything substantive from Sunlighten. I've lost faith in Sunlighten's ability to diagnose and/or repair the unit to the point that it's usable for any period of time. I obviously have a lemon and am requesting that the sauna be replaced with a new one with full warranty or a full refund for the amount paid. I'm happy to assist in shipping the existing one back or disposing of it on my own.

  Business Response

  Date: 04/05/2024

  We have been working with *** ***** to remedy the issues with his sauna.  We recently had a technician come out to his location to service the sauna and troubleshoot.  That technician completed troubleshooting and parts installation.  This appointment did take longer to complete as we were doing more diagnostic troubleshooting to isolate the issue.  After completion of that visit, we have concurred that the breaker tripping issue is not due to the sauna but to the AFCI on the breaker itself.  We sent an email to *** ***** on March 28th referencing this, next steps to take, and how over time the AFCI breaks down and causes the tripping to become more frequent.  We need this to be addressed first before we can truly determine if the sauna components are not working properly.

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 our sauna from Sunlighten in March 2022. On Monday, 3/4/2024 our sauna door shattered. That morning, I contacted customer care and the representative could not help with the situation. I asked to speak to a manager. He advised **** ****** could help me. I called and emailed **** and no reply. On 3/5/2024 I called my sales rep**** ********* and explained the door shattered and I wasn't getting a response from customer care. She said **** ****** could help me. Upon transfer, the call was dropped. I immediately called *** back, and she didn't answer. I left a message on her voice mail and sent an email. She replied "I'm on it and will have someone reach out to you shortly." Never heard from anyone. Sent another email on 3/7/2024 to *** and copied **** that I hadn't heard back from anyone. Bri responded that she will have someone from Logistics contact me. I still haven't heard from anyone.

  Customer Answer

  Date: 03/27/2024

  The issue has been resolved with SunLighten.

  Thank you.

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising 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 this company in November of 2023. The sales people are complete liars, they promised us that financing the sauna and doing a payment plan we would have 0% interest for 18 months. I just got my first bill for the sauna and it has $50+ of interested added to the monthly payment.
  The sales person also lied about the electrical requirements and promised that we would not need an electrician and that the sauna just plugs straight into a standard outlet. Well it doesn’t, a standard outlet is 15amp and this requires 20amp and is supposed to be a dedicated line.

  Business Response

  Date: 03/04/2024

  We definitely would like to clear up any misunderstanding that Mr. ******** has experienced during the sales process and purchase of his sauna.  The 0% financing for 18 months is correct.  The bill he received shows the interest that will be accruing, and what they would be paying should they allow the loan to extend past the 18-month interest free promotional period.  We did review the call and our sales representative did mention the sauna requires a 110-appliance receptacle and would be sending over a recap of the call and a spec sheet with the picture of needed electrical and receptable via email.

• Initial Complaint

  Date:02/16/2024

  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.

  High end Model bought. Worked for 2 weeks and then experienced one wall of the unit not heating. Called customer service, they do not answer and call you back and a random time. If you miss the call you start all over again and it may be 1-4 days before they call you back. They try and get you to diagnose the problem using a volt meter as only a trained electrician would know how to use.
  
  After 2 months of trying to get direct answers they have given two solutions and neither one of them fixed the unit. They continue this game of call backs randomly with no direct way to call back or talk to a rep. The customer service continues to blame wire issues and get us to do all of the work that a skilled electrician would find challenging.
  
  we bought this unit for customers to use and we are losing money because of the malfunctioning unit

  Business Response

  Date: 02/24/2024

  We apologize the difficulty in reaching our customer service team or if our returned calls resulted in a missed call.  We are trying to contact with our customers as quicky as possible and via phone call and email.  We did connect with the customer on Feb. 20th for further troubleshooting and as a result identified a heating panel and/or wiring connector and offer to replace both for the customer.  Customer opted for the heater panel first and wait on the wire connector.  That order has been placed.  It is due to arrive to the customer on Sunday, Feb. 25th.  Our warranty covers parts and service, but not labor/technicians.  We are happy to assist the customer with the installation of the part and if a scheduled call is preferred, we can send out a link for that call to be scheduled.