ComplaintsforSunlighten, Inc.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  03/27/2024

  The issue has been resolved with SunLighten.

  Thank you.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the Signature IV sauna from Sunglighten in May 2023 for almost $7000. After a month it started taking 2 hours to heat to 144 degrees. They helped override the 1 hour timer and the sauna functioned well for a month or so. Then it started taking 2.5 hours to get to 140 degrees where it topped out. This was both too long and not hot enough to sweat in. After 2/3 months of constant chasing, we were sent replacement parts (with no instruction and no paperwork) which we paid the electrician who installed it, to install. The electrician also tested all our power which is working fine (we paid $2500 for a direct electrical connection to set this up in the first place). This hasn't fixed the problem. It still takes 2.5 hours to get to 140 which isn't hot. The sauna simply doesn't work and we want to get our money back. We are generally being ignored by the company, and no one is returning our emails. We're writing to you to help us get our money back for the sauna and the electrician and return the sauna. Yours sincerely, ******** ***** 

  Business response

  02/13/2024

  We have been in communication (email and phone) with ******** about these issues and their request to return the sauna.  The process is in motion and scheduling is being done to then be communicated to them.

  Customer response

  02/13/2024

  As of 2/8/24, Sunlighten has agreed to accept return of the Sauna for a refund (less $500 that we'll need to pay for return shipping).  We've been unable to get that scheduled yet, but will keep trying to get a hold of them this week.  I will update the status here.

  Business response

  02/14/2024

  Our logistics team should be reaching out to the customer this week with a status update on scheduling the sauna pick up.  

  Customer response

  02/15/2024

  Hi 

  We have heard back that after 4 months of problems, Sunlighten will refund us for the cost of the sauna but want us to pay their shipping costs. 

  I don't think we should be paying $500 for the privilege of returning a faulty product that we've repeatedly tried to fix at cost to us. 

  For example it cost us $450 for the electrician to install the replacement parts, which didn't fix the problem. 

  I don't want to put the refund in jeopardy over this shipping cost but it doesn't feel fair that we're paying over a thousand dollars to fix and send back a faulty product.

   Yours sincerely, ********* 

  Customer response

  03/17/2024

  We have been told that we would receive a refund but it's coming up on 3 weeks since we sent our Sauna back. We took great pains to make sure it was well packed and everything was there. We've been assured it's 'in the system', it has been 'received' etc but we've no way of knowing if and when this refund will actually be given. All we can do is keep writing to them asking for updates which are never useful. They never get in touch with us to tell us what's happening. It's exhausting. Please can you help us get a concrete response with times, next steps, action plan etc. 

   

   

  Business response

  03/30/2024

  Customer refund has been processed by our accounting department on 3/27/2024.  The refund should hit their account with 3-5 business days.  They will need to check with their financial institution or credit card company.  

• Initial Complaint

  12/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased my sauna for my personal training studio 1 year ago in 2022. 4 of my heat panels went out in October 2023. I called the tech that walked me through to make sure it was electrical or the panels, we soon determined it was the panels. I was made aware that they will send them out asap(still under warranty). I never received an email so I called back, I was then told they were on back order, but would be in soon. I called back weeks later, ***** in logistics was who I was communicating with. She told me they were in and they were being "tested" and will be sent out at the end of the week , which was before Thanksgiving. Never heard back so I emailed her back. She then told me that they needed MORE "testing". I have been patient and kind. I called customer care, they talked to logistics for me, I got another work order email. STILL nothing. I have referred 3 of my clients to this business and they all bought one from them. Everyone of my clients now have a bad review about this company because my sauna has been out of service for 3 months and ***** ******* quit responding to my emails. Not only is it bad for their business, it makes mine look bad. Word of mouth is everything in business. I am a small business in a big town, I support small or big businesses that treat their customers right.

  Business response

  12/30/2023

  We certainly understand *** ****** frustration and apologize for the delay in the heater panels being sent out.  This was expedited to our Logistics team to assist and source the panels as quickly as possible.  We have sent those parts out and did recently spoke with the customer on additional troubleshooting.  We isolated the issue with the power box and have placed the order for that part on 12/28/2023.  

  Customer response

  01/10/2024

  
  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

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the same issue since my unit was purchased and they gave me bandaid remedies then- double sided tape. It has contributed to drape the inside of the device and all they say now is you’re out of warranty l. Well you never fixed it to begin with and from what I can tell with a 2.5 rating on bbb your customer service on your products is subpar.

  Business response

  09/18/2023

  We want to assist this customer.  The sauna is from 2010 and is out of warranty.  We have advised her on how to repair the draping fabric on the inside of the dome.  We also advised her that replacing the domes with new ones would be of great benefit to her and we offered discounted pricing for new domes.  We have reached out to the customer as recent as September 12th and again on the 13th.  We offered solutions again and the customer hung up on us without letting us know what she wanted to do with our offers.  

  Customer response

  09/19/2023

  [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 this has been an issue when under warranty and they did nothing. This company has lacked customer service on all points. I would never recommend them or buy anything from them EVER again. My mother even owned a sauna from them, but I guess the quality and service standards they once had is gone. NEVER AGAIN!
  
  Regards,
  
  ********* *************

  Business response

  10/07/2023

  We have tried to work with this customer on a solution for the fabric and sauna issue.  The sauna is out of warranty per our warranty terms and guidelines.  We did offer to discount the purchase of new domes for her sauna, and she didn't respond to that offer.  We feel are trying to work with her but giving her new domes at no charge is not feasible at this time.    

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my sunlighten sauna in 2020 and have experienced non stop issues. The sauna has not been heating up for almost a year and in Feb I was told that they were sending new heaters. I never received the heaters. I followed up and never heard back from anyone. More concerning is the fact that the EMF levels of our sauna are through the roof yet Sunlighten's website and sales team claims that their saunas have almost NO EMFs. EMFs are extremely bad for your health and my doctor thinks the sauna is the cause of my headaches and lethargy.

  Business response

  04/29/2023

  We spoke with *** ***** on April 20th about her concerns and sauna usage.  We are working with her on next steps to get this issued resolved and is in good standing with her and our company.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 3-person sauna from sunlighten on 12/31/2022 for $8,690.94. When the unit arrived, the left wall was broken. I called the salesman back and reported the issue and was told a replacement wall would be sent out. The replacement wall came and it was not the same wood (cheaper) than what I originally ordered and did not match the rest of the sauna. I reported the error and they reported that the wall was the correct wall. I spent over 45 minutes trying to explain the difference in cedar wood and basswood to the company spokesperson, they finally agreed to send another replacement wall. This process took over 2 1/2 months to facilitate the correct replacement wall. When the unit was put together the replacement wall was 1/4 inch taller than the back wall and would not fit properly. Further, the front wall and right wall “channel” for the bracket was not cut in the correct space and the bracket that holds the walls together does not fit properly. I’ve reported this to the company and agreed that if they send a brand new unit and technician to install it then I would keep it and the sale would be final. It is now April 11, 2023 and I have still not heard back from the company on a delivery and set up date. I am a 20 year navy retired veteran and was diagnosed with cancer last year. I was very excited to purchase a sauna for the health benefits and looked forward to using the unit as part of my recovery program. I currently feel as if the company took my money and now feels under no obligation to provide a functional unit to me. I no longer want the sauna from this company as my stress has been increased instead of decreased and this whole situation has become a burden to deal with. I emailed the company today before filing this complaint and said I want a refund and I want them to come pick up their ill-fitted sauna and spare walls & I would like to ask the BBB to facilitate a refund and removal of the non functional unit.

  Business response

  04/15/2023

  We are currently working with *** ****** on processing a return of his current sauna due to the issues he has incurred.  We have scheduled for the pick up of the sauna and processing the necessary paperwork for the return process.

  Customer response

  04/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  **** ******

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received our sauna with the android 10 tablet as part of their technology package but it won't connect to our wifi. After speaking with support they've told me this $7k+ device will not work with a mesh network router. This was never mentioned by the sales representative, ***. We were only ever told how the technology package would allow remote start, scheduling, and streaming access. So now we have this sauna, that we've spent a substantial amount of time setting up and replacing the outlet to the one that will support the unit and it won't work as promised. The support person told us that we can remove the password on our home network (seriously? let's share all our personal information), use hotspot (which greatly limits the functionality promised) or get a whole new router system with outdated technology. Mesh technology has been out since before 2015. The sauna should work with it but at a minimum this should be disclosed before buying. We bought this specific model for its technology package, that doesn't even work as promised. I emailed our sales representative on this and she said "I'm not sure what a mesh network is" so clearly this company is not educating its sales people and making false claims about functionality.

  Business response

  04/15/2023

  We are wanting to work with *** ********* on this situation.  We've been in contact with our app development team to flush out the issues and come up with a solution.  We are reaching out to her to identify the version of the tablet in her sauna.  If she has an older version, a replacement tablet to a newer version could assist and get the performance to the network working better.  We will wait to hear back from her and then proceed with next steps on resolution.

  Customer response

  04/27/2023

  [To assist us in ***nging 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:   We received a new tablet and installed it. However, we are still not able to operate it remotely (even within 500 fts from the sauna - to be precise, even while in the sauna). Attached is the step we get stuck - it doesn’t connect with the sauna. We used safari browser on our phone and the sunlighten app version in the control panel is the latest (3.0.1). We emailed the person Lis, who has been in contact, on Sunday April 23rd and have still not heard back on next steps. So far, we have had to install a new router to be able to connect the device to the internet, since it will not connect to a mesh network. And even despite that, we are not able to turn on the sauna from a range of inside the sauna much less "remotely". Regards,
  ***** *********

  Business response

  04/29/2023

  We apologize for the issues with the tablet and application that *** ********* has experienced.  We did recently release a new update that restored the Anywhere Access feature.  Our records show she was responding to a closed case and therefore, we were not receiving her email responses.  We've opened a new case for the *** ********* and will email her the steps to take to access the new release and download it to her tablet.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My mPules Conquer sauna stoped working in December oof 2022 and I called costumed care * ***** ******** and informed them that my sauna had stoped working and after explaining the circumstances I was told that I need a new controller/power box. They emailed me "Sunlighten New Case #******" with stated "We are now looking towar the 7 week ETA amrked from the time of your order but this item is high priority for us. We are working diligently to run through every avenue to ship this as soon as possible. Once available, you will receive an email with tracking from *****. Please let us know if you need anything else." I sent an email on February 16, 2023 stating "It’s been 9 weeks and I am steel waiting for my control box. You said I would have it by 7 week, you are two weeks over due." They replied "We apologize as we have seen some further delays on your remaining accessories due to some shipping delays. We are now expecting shipments back in just a few weeks. We will be working diligently to ship as soon as possible. We sincerely appreciate your patience. Please let me know if you have any questions. After waiting two week I called and was informed that they were expecting an order and should ship by the first week of March. Here we are March 7, 2023 and I have not received my part to fix my sauna.

  Business response

  03/13/2023

  We do apologize for the delay in getting *** ************ power box in stock to ship out to him.  We did encounter manufacturing and shipping delays from our factory overseas toward the end of 2022 and into 2023.  We have received these parts back in stock.  His order was fulfilled and shipped out on Thursday, March 9th.  Delivery is expected to be today, Monday, March 13th.  

  Customer response

  03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  ***** **********

*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. ↩