ComplaintsforSauna Works / Clearlight Infrared Saunas

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business sold a product/feature they knew didn't work correctly. The description of the product reads: "The state of the art digital sauna control works in concert with our sleek tablet/smartphone app to gives you the ability to control your sauna remotely."-- iOS/Android Smartphone Control, is still the first bullet point in the unique features list of the sauna on their website.However, despite their marketing, the feature does not work. They have been promising a solution for nearly a year and still no official remedy in place. This lack of this functionality is massively reducing my satisfaction and overall experience with my purchase. I feel this business is falsely advertising their product and misleading customers. If I had know the feature did not work, I would have purchased from a different company.

  

  Business response

  11/29/2023

  1. 12/20/2023 - Customer called in regarding issue with APP with app. Basic troubleshooting steps were sent. This did not resolve the issue. 

  2. 12/27/2023 - The case was assigned to technical support. ******* from Technical Support reached out and attempted further troubleshoot to no avail.
  

  3. 1/3/2023 - ******* reach out to see if troubleshoot steps work - no response. ******* followed up again on 1/9/2023 with no response, case closed.
  

  4. 1/19/2023 - Customer reaches back out, the case is re-opened. 

  5. 1/24/2023 - ******* offers a pre-programmed power supplies and the customer accepted. 

  6. 2/2/2023 - ******* reached out to inform the customer of delay. 

  7. 2/13/2023 - ******* followed up again to update about delay.
  

  8. 4/17/2023 - ********* supplies had not come in. The customer was offered compensation for ongoing app issue and was offered $200.00. and customer was also informed that an need app was in development. Customer accepted compensation while we waited on the new app.

  9. 7/30/2023 - ******* updates the customer that the app is development as the customer reached out for an update.

  10. 11/21/2023 - Customer reached out again about update on new app. A pre-programmed power supply is being prioritize and sent as a temporary solution.

  In regards to the app, we are anticipating the new app being available in Q1 of **** per our developers. This is only a projection at this time but when complete, we will notify any customers experience the app issue as the changes being made which include a new power supply are expected to resolve the issues we have been seeing with some of our customers. 

  Customer response

  11/29/2023

   
  Complaint: 20929001
  
  I am rejecting this response because:

  although the timeline of the events seem correct, it does not protect customers like myself from buying a very expensive product that is known by the manufacturer to not function as advertised. 
  

  I did take compensation, and they did today offer to send me some parts, but this is not the first time that they offered to send me those parts. In fact the only reason I received any compensation was because they could not source the parts, claiming supply chain issues.

  despite patiently waiting for nearly a year, I am still waiting for a resolution. How many other people have been burned by this while they work on a fix.

  
  Sincerely,
  
  ***********************

  

  Business response

  12/01/2023

  While we know there is an ongoing issue with that impacts some of our customer. It is something that we have been working with the developer to get fixed. We currently are working to have it so the app can utilize both 2.4ghz and 5.0ghz bands. Several of our customers who see issues with the app is due to only have the 5.0ghz band. We are also working to boost the signal strength coming from the sauna by having the app use a combination of Bluetooth and WIFI to connect. This is projected to be available by the first quarter of **** and reports from testing have so far been positive.

  Our temporary solution is the pre-program the power supplies with the app already setup on them for the customer. At the start of the year, there was a delay from the factory in receiving power supplies to program. It has also become more difficult to source the 2.4ghz band routers as the technology becomes more and more outdated. We have finally got to a point where our stock has been replenished. 
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 8/22 for ******** received late November - Got sauna in November of 2022. Initially the center heater and wifi would not work. - Clearlight replaced the heater and sent a wifi box replacement (after three months of me calling to get help).- **** worked for a week and then stopped working (one of the big features of this product is wifi control so you can operate from your phone). I have troubleshooted, made sure the right frequency is set, put the router beside the sauna with no luck). - Back wood panel coming off (said they would get their carpenters to look at it in March never came back)- Floor cracked (sent replacement floor but said they would have someone come replace it for me which has never happened)- Side wood paneling now coming off in addition to the back panel - the screws came stripped out of the gate - Have been calling and emailing for over 6 months with no response back. When I call I will get a support person and they keep telling me they will have **** call me back. I have left emails, voicemails etc with no luck. - I am now almost 12 months owning something that has yet to work appropriately. My request is a full refund and they come and get this sauna so I can start from square one as I do not believe the product I have is what I was accurately sold. Not being able to get support help for over six months is not acceptable. The last time I had **** on the phone, he promised me a list of things to help and to have someone come out and help with these issues. That was March. I have reached out dozens of emails, calls to him and multiple other people. I reached out to my salesperson who said they were not longer in sales and to call support (which they now work) and did not get help there. I went so far as to reach out to people on linkedin who work at clearlight to get help with no luck. Communication (45 engagements - most of the ones with multiple engagements are me reaching out again/again to try to get help).

  

  Business response

  09/06/2023

  1. 11/29/2022 - Customer reaches out regarding LED strips on back panel not being secured down and needing extra weather stripping. Email came in after hours.
  2. 11/30/2022 - Customer adds they need assistance with the app and issue with the upgrade heater.
  3. 11/30/2022 - CASE0022749 is created and the ** team reaches out to the customer. ** team requests pictures and for the customer to confirm their shipping address.
  4. 12/1/2022 - Customer responds back with pictures and provides the shipping address.
  5. 12/1/2022 - ** provides basic troubleshooting steps for the app. Sends out additional weather stripping. 
  6. 12/1/2022 - The customer indicates the upgrade heater is now not working.The ** team adds a new upgrade heater to the order. Assigned to Tech Team for further assistance with the app.
  7. 12/5/2022 - Customer reaches out that he hasnt heard from technical support.
  8. 12/13/2022 - Tech support reaches to confirm the customers network settings to determine compatible with the app.
  9. 12/13/2022 - Tech support determines the app should work with the sauna and offers a new power supply to resolve the issue. The customer indicates still having issues with LED strips as well as cracks in the floor.
  10. 12/19/2022 - Customer reaches back out for an update.
  11. 1/3/2023 - Customer reaches back out again for an update.
  12. 1/11/2023 - Tech responds back indicating apologizing that they did not receive the emails and requests pictures in another format to view. Tech informs the customer that power supply is currently out of stock.
  13. 1/12/2023 - Customer asks about ETA on power supply and sends a picture of the floor. 
  14. 1/18/2023 - Power Supply ships.
  15. 1/24/2023 - Customer follows up with Tech again.
  16. 1/30/2023 - Follow Up Team reaches out to the customer regarding parts received to see if the issue is resolved.
  17. 1/30/2023 - Customer indicates he would like to speak with technical support, also emails technical support directly.
  18. 2/8/2023 - Customer reaches out to Technical Support. The representative calls the customer at ************ at 8:45 AM. The line was busy. Follow up email sent. Customer responds back to the representative that 1:15 PM will work. The representative calls at 1:11 PM to ************ and leaves a voicemail. 
  19. 2/10/2023 - Tablet ordered to see if that will get the customer connected to the app.A floor panel was ordered as well. 
  20. 3/26/2023 - Customer reaches back out about parts. Also mentioned that they need a back panel.
  21. 3/31/2023 - Customer follows up and also sends pictures of the back panel.
  22. 4/11/2023 - Customer reaches out again for an update. The representative reached out, never addressing the back panel.

   

  23.             5/15/2023 - Customer received the floor but not the tablet. Follow up team lets technical support know that the customer needs another tablet. 

  24.             5/22/2023 - New tablet is ordered.

  25.             5/23/2023 - Customer asks about the back panel.

  26.             5/30/2023 - Follow up team reaches regarding tablet being delivered. Customer advises they are still waiting on the back panel.

  27.             7/5/2023 - Case reopened due to ongoing issue with back panel.

  28.             7/10/2023 - Representative reaches out on 7/10/2023 to ************ and sends follow up email.

  29.             7/14/2023 - Representative reaches out on 7/10/2023 to ************ and sends follow up email.

  30.             7/24/2023 - Representative reaches out on 7/10/2023 to ************ and sends follow up email.

  31.             8/15/2023 - Customer reaches out indicating a complaint to the BBB has been filed. No response from the representative.

  32.             9/6/2023 - Case reassigned to new representative to handle. 

  Customer response

  09/07/2023

   
  Complaint: 20471858
  
  I am rejecting this response because, while some of what they have put in there is accurate (sending power strip, replacing heater), there are multiple places where they said to have reached out to me which is just not true, I have emails showing where I reached out to **** (rep) multiple times during the months in question with no response. I did not receive voicemails or emails during the time they mention reaching out to me on 7/10. I have emails dated 6/7 and 7/17 showing where I reached out mentioning multiple emails and voicemails I had left asking for help with no response. Additionally, they mention reopening a case about the back panel, the case was never closed and I was never given the help promised, (new panel, having someone come install it etc. after **** was to talk with their ******************).  The fact they, "closed" the case without resolution while a customer was reaching out to them via email, voicemail with no response and then say they reached out is ridiculous.  Additionally I spoke with one rep early on and they walked me through the app connection and I walked them through how I only had my router set to 2.4GHZ and directly beside the sauna and they were at a lose for why it did not work either and said it did sound like I had a lemon sauna. This experience is not congruent with what I was sold by the sales person or rep I had spoken to when they would be on the phone with me (when I was able to connect). The business response is not a response but a paste of their records which is not a desire to find resolution. Lastly, with what they are stating and some of the items mentioned (calls, emails in July "trying" to connect with me feel like someone on their end not doing their job and recording events that did not take place. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/07/2023

  The previous response provided is to outline the events as which we have noted by the representative, our calls logs and emails. When the response was written a resolution had not been reached. We are not challenging the customers experience but acknowledging that the technical support representative failed to meet our expectations for how a case is to be handled. The representatives delayed responses and in many instances, no response are unacceptable. Our directive for the service team is to reach out to customers within ************************************************************************************************************************************* this case neither directives were followed. At this time, the case has been reassigned to another representative who made contact with the customer as of 9/6/2023. The representative had a follow up call with the customer today and provided the options for resolution. The customer stated he will speak with his wife and get back to us by tomorrow. We will continue to work with the customer until the issue is resolved to their satisfaction.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of March i recieved sauna from Clearlight. On May 27th i sent pictures of the fuzzy seal coming out and the outlet in floor coming unscrewed. Its June 27th and issue has not been resolved. They did send email mod June sayimg fuzzy strips were coming and when it got here it was platic strips. So cannot fix issue and recieved same size screws. So cannot fix outlet either. I let them know the day of getting. Weeks went by without any reply like it has been since issue was reported. I finanly got reply saying they will send correct items. Today i recieved a 27inch fuzzy strip. The wall is 7ft so 27inch will not fix issue and there is 2 sides. Also still have not recieved info on what can be done so it doesnt happen again. I am handicap with one good arm. So i have to pay somone to come in to put this thing together which cost over 10k and 2months later im dealing with this. I think i have been very patient but by not getting any replies or any urgency to fix after sending wrong things to fix issue is what is making me reach out to BBB. I have more attachements showing their lack of communication and follow up but your system is not letting me attach and the ones that show attached your system says try again but does look like those did upload. So please let me know of there is another way of gettinf more evidence if needed

  

  Business response

  06/28/2023

  6/1/2023 - Customer called in regarding fuzzy weather stripping not staying in place and the s**** for the auxiliary outlet being too short causing it to come up. CS assigned to Technical Support for further assistance as it was out of their scope.
  6/6/2023 - Tech Support reaches out via phone, no answer and a voicemail was left. A follow up email was sent. The customer called back the same day.
  6/7/2023 - Customer sends follow up email.
  6/8/2023 - Customer sends follow up email.
  6/12/2023 - Tech Support responds indicating that an order has been placed for the screws and the weather stripping and case was assigned to our Follow Up Team. The customer sent a follow up email to Tech Support which was not answered.
  6/13/2023 - Parts are delivered. 
  6/16/2023 - Follow Up Team reaches out to confirm the parts were received and indicate the case will be closed. Customer responds back that he received the incorrect weather stripping. He also has questions about how to install the fuzzy weather stripping and that he would need assistance installing.
  6/19/2023 - Customer reaches out to confirm cases are still open, Team Lead reaches out to the Tech Support to advise the incorrect weather stripping was sent. 
  6/21/2023 - Customer sends follow up email.
  6/26/2023 - Customer sends follow up email. Tech Support reached out to the customer and advised the fuzzy weather stripping.
  6/27/2023 - Customer reached out that the fuzzy weather stripping was not long enough.
  6/28/2023 - CS reached out and advised the customer that we are resending the correct length fuzzy weather stripping. Management then reached out to the customer to discuss and explained that we will overnight the correct weather stripping. Also discussed a solution for the screws being short. Also discussed help with installing the fuzzy weather stripping. 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of the transaction: Made the down payment of $1,000.00 on August 23, 2022. Attachment. Subject: our Clearlight Sauna Order S0272681 dated Aug. 23, 2022 at 6:10 PM. 3 pages.Amount of money paid to Clearlight Infrared: Paid the remaining amount o $5,119.00 on August 29, 2022. Total payment: $6,119.00. Attachment. Subject: Your Payment Receipt - CD003393 dated Aug 29, 2022, 10:06 PM. 1 page.What was Clearlight Infrared committed to provide: Clearlight indicted that the sauna was going to be available on or about September 15, 2022. Attachment. Subject: Your Clearlight Sauna Order S0272681 dated Aug. 23, 2022 at 6:10 PM. 3 pages.What is the nature of the dispute: Although I have fully paid for the sauna, I have been getting the run-around on the delivery. For example, I have constantly been told that the sauna was at some port (they did not say which port), but the sauna has not been off loaded and put in their warehouse. Attachment. Subject: Sauna Currently at the Port - Sales Order #S0272681 dated Aug 26, 2022, 1:00 PM. 3 pages.Other e-mail messages indicating that the sauna has been confirmed to ship: - Subject: Confirmed to Ship When Available - S0272681. 1 page dated Mon, Aug 29, 2022 at 1:04 PM. - Series of e-mail messages indicating that the sauna is stuck at the port due to the Coronavirus pandemic. Attachment. Subject: Sauna. 3 pages. - E-mail message from the sales representative, *************************** stating that there are delays and high congestion at the ports. Subject: Infrared Saunas dated Sep 12, 2022, 3:42 PM. 1 page.I have not received any other information or been contacted by Clearlight for about seven days. I do not know when I will receive the sauna. I am hoping that it is not several months or maybe not at all. I am a senior citizen and retired, U.S. Navy disable veteran. I was seriously injured while on active duty. I ordered the sauna to try to relieve some of the back, hip, knee, and neck pain.

  

  Business response

  10/03/2022

  Hi, We are sorry you had so many delays waiting for your sauna.  Unfortunately, these delays are out of our hands.  We informed you the sauna was at the port and gave you the option to pay the balance in order to speed up the shipping process once we received the sauna into our own warehouse.  You are always free to cancel your order for a full refund at any time before the sauna ships out to you. It looks like the sauna did eventually get released from the port and we shipped this out to you on 9/29/22.  We hope you can now enjoy the great benefits of infrared therapy for years to come!

• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Clearlight sauna thru *********************. I have documentation from 6 months ago that the sauna is not working properly and as advertised. Clearlight had kind people answering the phones but no one that could fix the lemon sauna. I have documentation from back in January that they can pick the lemon sauna up but I am not paying for a sauna that isn't as advertised. They put a collection on my credit report put a collection on my credit report. this needs to be reversed. their affiliate partner should not have the ability to do this. the affiliate ********************* also spelled ******************* with ***** Enterprises. ***** goes bye multiple spellings which is odd to me. His company in BBB is shown as vacum sales though online he claims to be the sauna expert. I have in writing that ***** and Clearlight acknowledged their sauna to be a lemon and i was not paying for a sauna that did not work and didnt come as advertised. ***** know this, clearlight was aware, and gave him his money back. After months of inconvenience trying to get the sauna to work, lack of help by *****, a few manipulations and lies, ***** fraudulently reported a collection on my previously perfect credit of 25 plus years. taking my score from a 828 to a 709 due to one collections, never any thing late or derogatory prior. this should not be allowed and he should be held accountable for his actions. I wonder if he was trying to make more money by selling a collection off? I have also placed a call to the police for this fraud. I want the collection removed as it is inaccurate and fraud.

  

  Business response

  08/02/2022

  
  1/5/2022 - Customer called in to report left glass was damaged in shipping.
  1/6/2022 - Customer provides pictures of damaged glass.
  1/7/2022 - Order is placed for replacement glass and is shipped out.
  1/18/2022 - Replacement Glass arrived.
  2/2/2022 - Customer reached out with app issue. Instructions for connecting to the app were sent.
  2/7/2022 - After instructions were received and did not fix the issue, we reached out requesting more information.
  2/18/2022 - Customer responds back to us and asks for a call.
  2/18/2022 - We reached out that day but no answer and left a VM.
  3/7/20252 - Customer does not respond back until 3/7/2022 about the app and now an issue with the Red Light Therapy unit.
  3/15/2022 - We reached out to provide further troubleshooting for the app.
  3/21/2022 - We reached out again as we had not heard back from the customer if troubleshooting steps worked. No response from the customer. 
  3/22/2022 - We reached out again as we had not heard back from the customer if the troubleshooting steps worked. No response from the customer. 
  5/17/2022 - No response from the customer, ********************* reached out to us indicating the customer did a chargeback and requested we reach out to the customer.
  5/17/2022 - We sent a new power supply and android tablet to see if this would fix the issue with the app.
  5/25/2022 - After parts were delivered, we reached out to the customer to see if the issue was resolved but got no response.
  6/8/2022 - We reached out again to see if the new parts fixed the issue. No response from the customer.
  6/14/***** - We reached out again to see if the new parts fixed the issue. No response from the customer.
  6/20/2022 - The customer asks if wed be available after 5 PM and the representative provided his hours.
  6/24/2022 - The representative reaches out again to provide his hours that he is available to troubleshoot.
  7/5/2022 - The representative advises the customer to give him a call during his available hours. 
  7/13/2022 - We called again and left a voicemail as well as a follow up email was sent.
  7/13/2022 - We are able to get on the phone with the customer and spend 45 minutes attempting to resolve the issue with the **** to no avail. The power supply we sent in *** was never replaced.
  7/14/2022 - Submitted repair ticket for tech to come out and replace power supply per customers request.
  7/20/2022 - Management called the customer and left a voicemail. Send follow up email regarding a field visit as well as the customer being sent to collections. Explained regarding the collections that this was done by ********************* and not Clearlight.
  7/21/2022 - Spoke with ***** on 7/22/2022 and came to resolution, so that the collections could be removed from the customers credit report and arranged to have the sauna picked up.
  7/27/2022 - The customer reached out to management indicating that ***** did not remove it from his credit report but put the debt as satisfied, not removed. 
  7/27/2022 - Explained again to the customer that we did not send them to Collection but this was done by ***** and would have to be resolved with him. We reached out to ***** in an attempt to assist the customer to see if the collection notice can be removed from the credit report altogether.
   8/1/2022 - Customer reached out to management again, from the email thread, it looks as if ***** was working to get it removed. Reached out to ***** to contact the customer regarding the matter.
  
  
  We made several attempts to contact the customer regarding the ongoing app issue. There were long gaps in time as we waited to hear back from the customer. During the time period, the customer did a chargeback which they won. ********************* in turn sent the customers collections, Clearlight has been working with the customer and *****, in any way we can, to get ***** to remove the collection activity from the customers credit report.

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17653938.

  I agree with the notes they shared for the most part. though I reached out to Clearlight at least 30 times over the past 6 months as well by phone in addition by email. Clearlight in the last 60 days has improved their customer service team. While people where kind from the beginning, seems the response times and since of urgency is much improved and appreciated. Again, reps have been kind and helpful all along but the main reason for the complaint is the point that I have a collection on a device that was not delivered as advertised. Clearlight even confirmed the device should be working as advertised and has agree to take it back. I have messages to Clearlight and ***** back in February that i would not be paying for a product that isn't working properly or as advertised. where i disagree with the notes is- it is still not working, has nothing to do with my wifi, we watch streaming TV, operate a peloton, operate a cold plunge, and use internet all from the same space or even a little further past the sauna without any problems. they ordered for a tech to come out over 3 weeks ago and still no one has called or come out to help. in addition clearlight doesnt seem to think thats a problem as they share someone will come out when they can. Keep in mind i bought the sauna 6 months ago and its still not working as advertised. i have spent many hours calling, communicating, and trying to get it to work, i never should have. i do have messages that can be sent that were sent to ***** and clearlight that they need to pick their sauna up as i did not agree to pay for the sauna that doesnt work as advertised. my biggest problem is ********************* who also goes by ******************* and ********************* and *******************, should not be allowed to cripple someones credit by 108 points when he there is documented info to pick up the lemon or falsely advertised sauna. He claims clearlight wouldnt help him, clearlight shares he didnt engage them till may, i believe clearlight on this as ive witnessed ***** lie and manipulate multiple times over the painful 6 months. How should ***** be able to submit a collection on a faulty product, when he had in writing to pick it ** in february, i tried for hours with both to get it to work, never did. that is a false filing and claim. he did submit for it to be satisfied but that doesn help my credit or financials. he needs to submit for a false submission and for it to be removed so my credit can go back to the 823 it was at. 25 years of perfect credit. I am a victum in the fact that i got a faulty sauna and now have a credit problem do to ***** and his fraudulent charge. i can accept the faulty sauna and can move on from the experience, but i need help getting this collection removed as its not right and shouldnt have happened. in addition he should be penalized for his violent and reckless actions. thank you for the feedback and help
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Red Light Therapy Tower and it has never worked. I contacted customer service and they told me it was probably the power supply and keypad so they sent me new ones. I installed them and this did not fix the problem. I have contacted them multiple times since then but they have not reached out back to me. The red light tower still does not work. I just want a replacement, one that will work.

  

  Business response

  05/31/2022

  4/27/2022 - Healevation reached out regarding A5 error. This error was not something the service department had seen before.
  4/27/2022 - After getting confirmation from the factory on troubleshooting steps, CS reached out to customers with troubleshooting steps.
  4/27/2022 - Customer confirmed troubleshooting steps did not work.
  4/28/2022 - Case was assigned to Service Tech for further troubleshooting.
  5/11/2022 - ********* supply and keypad are sent to the customer after confirming the basic troubleshooting did not resolve the issue.
  5/16/2022 - Customer confirms that with new power supply and keypad did not fix the Red Light from working.
  5/31/2022 - Service Manager placed order for replacement Red Light as well as requested the customer attempt the activation code.
  5/31/2022 - Customer confirms the activation code did not work.
  5/31/2022 - Advise customers that the new Red Light is scheduled to ship tomorrow, 6/1/2022 and will have to wait to see if this resolves the issue or if further troubleshooting is needed.

  Customer response

  06/01/2022

  Better Business Bureau:

   

  I will wait to receive the new light to make sure it is working before fully accepting and resolving complaint.
  
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Premier IS-3 sauna and it does not heat properly. I have called to get support but no one has called me back.

  

  Business response

  04/11/2022

  CASE0017937

  2/22/2022: Customer called in about the ********************** only reaching 130 degrees.
  2/24/2022: CS assigned case to technician support.
  2/28/2022: Technical Support explained that the sauna was within the range of 115 - 135. Technical Support also explained how ambient temperature and electrical in the house can impact the sauna.
  2/28/2022: Technical support provided troubleshooting instructions to ensure the sauna was functioning properly.
  3/8/2022: Based on the feedback from the customer, the troubleshooting steps taken indicated the sauna was performing optimally. Request authorization for a tech but since the sauna was within ranges no need for a tech.
  
  

  Customer response

  04/12/2022

   
  Complaint: 16996665
  
  I am rejecting this response because: Sauna rarely reaches 135. I have been in this same model before and the temperature has reached over 150 degrees. I also had another one of their saunas and that one reached over 150 degrees.
  
  Sincerely,
  
  *****************

  

  Business response

  04/18/2022

  We are sorry you do not agree with our response.  The optimal temperature for an infrared sauna is between 115 - 135 and if it is hitting those temperatures, the the sauna is functioning properly.  If you want a hotter sauna session, pre-heat the sauna for a longer period of time before getting in. 
  
  

  Customer response

  04/20/2022

   
  Complaint: 16996665
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Sauna in November 2020. Stopped functioning December 2021 (within warranty period).Reached out for repair to seller. Been given the run around that part is user replaceable but have not been sent the part(s).Unable to speak with management to resolve issue despite attempting 10 times.Sauna unusable since December 2021.

  

  Business response

  02/14/2022

  A case was opened on 12/27/21 and there have been many communications between our Service Team and ***********. After speaking with the customer on Wednesday February 9th we determined that the issue might be a bad power supply or a bad back heater panel.
  In an effort not to keep the customer waiting longer, we shipped them a power supply which was delivered the next day. Tracking #  1Z8V582E0136560141 
  At last check we hadn't heard from the customer about the power supply working or not. So we proceed with sending the back heater panel.
  The back heater panel is being shipped overnight for delivery tomorrow (2/15/22).  Tracking 1Z8V582E0142816505

  Customer response

  02/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are finally addressing my issues.

  The unit still does not work and I am awaiting new panel installation to determine if this resolves issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a light tower add-on for my infrared sauna on July 1, 2021. I received it soon after and it worked fine for about 10 hours of use. Then it stopped working properly. I contacted Infrared Sauna and was told a tech support person would contact me. A day or two later, I received an email with a copy of the manual (which I already had, it came with the unit) telling me essentially (paraphrased), "I hope this helps, if not let us know and someone will call". The manual was no help at all, I emailed back, called 3 times with no response. I then called the main number and talked with an operator who told me tech support was busy but someone would call me back as soon as possible. That was 2 days ago. I paid $1500.00 dollars for this unit, I think it should work longer than **************************************** back and make this right. If they are unwilling to respond, then please at least offer a refund. I will find another alternative with someone who wants my busine

  

  Business response

  08/27/2021

  ***** called in on 8/17/2021, stating that the Red Light Therapy unit was shutting off every 45 seconds. **************** provided the activation instructions and the manual for basic troubleshooting steps. ***** reached out on 8/24 that the issue was not resolved and the case was assigned to tech support. Tech Support reached out on 8/27/2021 and gave troubleshooting steps to the customer and we are waiting to see the outcome of these efforts.
  
  

*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. ↩