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:09/14/2022

  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.

  Spent thousands on a piece of crap. Two years of phone calls ,often no return call .Three power boxes, three boards, three stereos. They blew up our original stereo ,untrained service tech. Outside molded even though it was suppose to be marine quality wood. Poorly made lots of glue spots showing. replaced our stereo with one that does not play cds. was told by ***** that i can go purchase a new front that will play them. The worst company I have ever dealt with shitty service, untrained staff , often times condescending and rude ,substandard product. Unless you have disposable income keep shopping !!!!! DO NOT BUY FROM THIS COMPANY AND READ INDEPENDANT REVIEWS NOT THEIRS!!!!!!! We also had to pay an electrician to put the new parts in, several hundred dollars due to untrained staff .

  Business Response

  Date: 09/27/2022

  We certainly apologize that your experience with getting the sauna working has been frustrating.  We have had recent discussions with the customer and their technician conducting more troubleshoot to isolate the issue with the lights, stereo and heating.  We replaced heaters, but are still working on the lighting and stereo.  Upon further review, we feel there's a wiring issue within the front wall and would need to replace the front wall panel.  We reached out to the customer with this information and they accepted.  We will process the order and get it shipped out to them to arrive within 2 weeks.  

  Customer Answer

  Date: 09/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I want a stereo of the same quality that plays cds that their technician burned up like the expensive one I purchased with the sauna and I want the electrician paid for by them.their response to my complaint was answered in a timely manner we never received that service in the two years we have been trying to get them to fix this.l suggest if any one has complaints to go thru BBB first.
  
  Regards,
  
  
  
  ***** *********

  Business Response

  Date: 10/04/2022

  We have advised the customer that we no longer carry the CD stereo.  We have correspondence from the customer that it was understood and would take our offer to replace it with our current model at no cost.  The customer accepted it and that was in October 2020.  We processed the order and sent out the part.  We had not heard from the customer until recently and  have responded timely.  We will work with the customer on the tech expenses, however I cannot send out a part we no longer stock or support.

• Initial Complaint

  Date:08/25/2022

  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 ****** ******r sauna on 7/18 for $9,624. Our sales interaction was informative & our rep was avail seemingly at all hours...until the sale was made. We ordered this sauna to help with my husbands cancer treatments & were looking to use ASAP. Our sauna arrived on 8/8. This product is sold as easy install & that anyone can do on thier own. The pallet was 800 lbs...it was left outside & required multiple people to help get it into the garage & assembled. There was so much packaging we needed to hire trash removal. Upon delivery, the quality of the workmanship was far below what you would expect from the "best sauna available on the market." There were dents, chips & rough wood. The floor was not assembled correctly, door cracked and glass shattered leaving it impossible to install. Our first interactions with Customer Service passed us in circles pointing the finger at other departments with no resolution. I finally began working with Tyler in Logistics and he was able to get a replacement floor and side panel ordered. It was promised that they would pick up the damaged pieces. We received the replacement order on 8/23. They did not pick up damaged pieces as no paperwork was filed by Sunlighten. We then noticed the incorrect floor was sent. We asked about this, they dismissed our claim. Upon further research we learned this was not the case, and the newest version that we purchased did have floor heaters. We did not pay almost 10k for an outdated model, we want the sauna we paid for! This feels like a scam - we were sent the wrong product with no solution to replace, have a garage filled with damaged parts, and still waiting on a timeline for door glass shipment. Customer service working hours and response time is a joke. For the amount you pay there should be white glove delivery, and assembly to make sure the product is working as promised. If this is not resolved ASAP we want a full refund or compensation for this terrible experience.

  Business Response

  Date: 08/26/2022

  We certainly apologize that the ******** experience has not been good and they are frustrated. We are working to make things right for them.  We have been in communication, phone calls and email, with them to resolve the issues with the delivery, packing materials, replacement panels and parts.  Those items are being shipped out and scheduling for the packing materials to be picked up is underway.  We will source a technician in her area that we work with for the installation of the new parts and panels.