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:01/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 steam room and at delivery there techs installed and it did not work. We called techs came out a total of 4 times and could not repair. This took a little over a month in a half to coordinate with them. Doors not aligned Screws stripped Roof leaked Door leaked Heater would not heat Room would not contain steam Door would not seal There techs even agreed after using 2 full tubs to try and chalk. Company agreed to full return of damaged product that never worked. They had return almost a month I kept calling and emailing on refund. To my surprise Cost ******* Partial refund ******* They charged me ******* telling me this is a restocking fee. Item never worked from day one they tried 4 times to fix and could not I want full refund.Interesting I posted negative review and they removed from website so they are controlling what customers see.Last email they told me they refuse to refund

  Business Response

  Date: 01/10/2024

  Subject: Response to Complaint #********

  
  Dear BBB's agent,

  
  I trust this message finds you well. We are writing to provide a comprehensive response to the complaint filed against our recent transaction with a customer, herein referred to as "the customer," regarding the purchase of a unit.
  In the course of the transaction, the customer expressed dissatisfaction and requested a return, asserting that the unit was not working properly. Despite our sincere efforts to address the issues and provide a resolution, the customer persistently insisted on a refund on multiple occasions. We have documented evidence in the form of email screenshots, illustrating these return requests.
  In our commitment to customer satisfaction, we extended an offer to send a brand new unit at no additional cost beyond the original purchase amount, but regrettably, this offer was declined by the customer. Moreover, we have evidence to support this.

  
  Adhering to our clearly outlined refund policy, we processed the refund with deductions for applicable fees, encompassing round-trip shipping, restocking, assembly, and disassembly charges. Notably, the assembly and disassembly fees are non-refundable, as explicitly stated in our policy.

  
  It is our understanding that the customer is attempting to circumvent our refund policy to avoid paying the stipulated fees and *** be intentionally attempting to damage our reputation. In light of this, we respectfully request the removal of this complaint to prevent unwarranted harm to our business by an unsatisfied customer who disagrees with our published refund policy.
  We are dedicated to resolving this matter fairly and are open to further communication to address any concerns or misconceptions that *** have led to this dispute. We appreciate your impartial review of the evidence presented and trust that a just resolution can be reached.

  
  Thank you for your attention to this case, and we look forward to a favorable outcome. Let us know if you need anything else from us and we can provide.

  
  Best regards,
  

  Refund Policy:
  **********************************************************

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21068123
  
  I am rejecting this response because: they are the ones that offered the return after 4 attempts of fixing it. They have reached out to me stating if I withdraw my complaint and pay them the refunded amount they will send me a new unit that is better then the last that had issues they have fixed. If the product worked and returned I agree with policy but the product never worked and they could not fix.
  
  Sincerely,
  
  ***********************