Complaints

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• Initial Complaint

  Date:05/26/2023

  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.

  Sauna was purchased on 1/6/23, invoice number **** for $4401 -I opened the product and decided to return it because I was not happy with the assembly instructions that were in very loosely translated to English from Chinese/indecipherable. I was also very dubious about the quality of the heater. -Returning the unit would have cost me nearly $1,000, but consented to those terms ahead of time, so I understood that. Problems started when they said I had to find my own pallet and pack it myself back onto the pallet. That was going to be impossible for several reasons.-we came up with a solution--they'd give me $1500 back, I returned the heater, kept the sauna.- Then I assembled sauna (super difficult due to problem with instructions). The roof is bowed, there are cracks in the walls, and, importantly, the temperature calibration of the electronic sensor did not match the manual thermometer the unit came with. When I reached back out to the company they said the warranty was voided due to buying a different heater and that the manual thermometer was "just a decoration." I was frustrated, but decided to eat it and manage with what I had because it still worked.- Now my speaker is melting off the ceiling and I'm concerned the whole thing is an electrical fire hazard. - I have never had the heater above 175 degrees F. The speaker is clearly not designed for that kind of heat, so I have a theory given the miscalibration of thermometers and the "just decorative" thermometer. I think the system is rigged to read a higher temperature than it actually reaches. I have the digital sensor set at 108c/228F. I now have 2 digital thermometers in there that agree with each other. They have never reached over 175F. So, after ditching the cheap heater and getting a high quality one and heating it to the temp saunas are supposed to get to, it's literally melting. I spent over $500 to get it wired into the house.

  Business Response

  Date: 06/16/2023

  Hello,

   

  Please see our response below to this complaint. Also, the email address for correspondence is **************************.

   

  This customer purchased a ********************** sauna on January 6, 2023. At the time of purchase the sales price was $4890 and she got a 10% discount bringing the total she paid for $4401.00. The sauna was delivered via truck freight resting on a pallet which is required for safe transport since the sauna is a freight item. Upon arrival the customer removed the sauna contents from the pallet and left in on the front porch. After reading the assembly instructions and opening the sauna heater, the customer decided she did not want the sauna because she didnt think the quality was high enough for her and didnt like the heater. She requested to return the sauna.

   

  Since this was a buyers remorse request, we agreed to allow her to return for her as long as she could place it back on the original pallet and that she would only be charged the original and return shipping charges. She stated she did not want to re-pack the sauna and did not have the original pallet. She requested a partial refund of the sauna and said she would buy a new more expensive heater and to give her a discount and she would keep the cabin and go awayher words. We complied with her request and gave her and $1200 refund of the purchase price. This was more than enough to cover the cost of a new heater and was the agreed upon solution to her issue.

   

  She then purchased another heater from a different company that gets way too hot for the saunae.g. she states in her email up to 228 degrees Fahrenheit which is a commercial grade heater, not a residential grade heater. The sauna cabin cannot withstand the level of heat the customers heater that she purchased at her own discretion.

   

  In summary, we honored the customers refund request and told her since she is keeping the sauna there would be no further liability on our part since she would be using her own heater. Now, due to the externally purchased heater that gets too hot for a residential setting, she is requesting a refund. Since we have already complied with her original request and the issue is not fault of our own, we are not issuing any additional refunds to this customer. I have attached a copy of the refund the customer already agreed to in order to keep the sauna and forego any additional liability on our part.

   

  Thank you,

   

  ***********************
  Owner, SunRay Saunas