ComplaintsforSunlighten, Inc.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Sunlighten MPulse Believe sauna from Sunlighten 2/6/20, everything worked fine in regards to being able to access internet features on the supplied tablet ie: *** ***** ****** ******, etc. November of 2021 I began having issues with not being able to access any of the internet features and it was taking me 10-15 minutes to get the Sunlighten icon to work and connect me to the sauna so I could run a session. I contacted Sunlighten and was working with a technician who was able to get the sauna function to work intermittenly on the first attempt. I have tried numerous times over the last couple of months to install the ****** **** update, that I was informed was needed for the internet functions to work. The last technician , ****** requested I email him every time I had an issue with connecting to Sunlighten to use sauna, which I had been doing. As soon as I hung up with him, all communication has stopped. If you call the customer service number you receive a pre-recorded message to go online, and open a ticket. I chatted today with **** ****** in sales, and he informed me my previous ticket had been closed, no idea why as the issue is still not resolved. I would like for Sunlighten to send me a new tablet that has been pre-loaded, as the one I have is evidently defective. Sad to spend so much money investing in your health, to be stressed out by a company that touts wellness. My Sunlighten sauna has not worked properly for 3-4 months , yet they received their money when I purchased it. Best regards, **** ***** **

  Customer response

  03/02/2022

  Good morning,
  
  Thank you for your assistance in this matter.  Sunlighten reached out to me yesterday. The technician was not able to resolve my issues,so get is sending a new tablet,in hope of resolving the issue. If this does not resolve the issue,hopefully they will continue to keep the communication line open, and come up with a resolution. 
  
  Best regards,
  **** ***** **

  Business response

  03/04/2022

  We have been in communication with **** ***** about the issues she was having with her tablet.  We had two phone conversations with her on February 28th where we did troubleshooting diagnostics and determined a new tablet needed to be sent out.  The tablet was ordered on that day and due to arrive to **** on March 3rd.  We emailed her on March 3rd to confirm if she has received the tablet and needing assistance with installation.  Her case is still open as we are waiting to hear back from her on if she's needing assistance with installing and programming the tablet.

  Customer response

  03/05/2022

  [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

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was interested in a sauna from Sunlighten. I had read BBB complaints about high pressure sales and poor customer service, but liked the sauna well enough to call. I was given a high pressure pitch about a great price that could only be held for a day before going up considerably. I held off for a couple days and then ordered the sauna when I was told I could cancel anytime before it shipped, which was supposed to be a week. When I noticed that my card had been charged the next day, I called to cancel. I had been told that there would be no penalty if I canceled before it was shipped. My salesman told me I had been bumped to a later shipping date. I told him I wanted to cancel and he said a credit would be issued, but it could take 5 days to appear on my credit card account. That was two weeks ago today and the salesman is non-responsive. People who posted on your site were correct. This is one sleazy company. I am thankful for sites like this, but wish I had taken the complaints more seriously.

  Business response

  03/04/2022

  We apologize that Mr. ******* had this experience with our company.  We do strive to offer a good purchasing experience and customer support.  We do show that Mr. ******* contacted us to cancel his order and we began to process the refund on February 4th.  Upon further review, there was a delay in completing the refund due to a systems and technical issue.  Once we identified this, the refund was fully completed on February 17th.  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered my Sunlighten sauna on 7/1/2021, order number ************ - $10,098 order total There have been a number of issues since I placed my order with Sunlighten, but I'm wishing to work with the BBB for the latest problem that has gone unresolved. I'm filing with the BBB for a resolution because the Sunlighten Customer care has gone unresponsive on an issue that I've been attempting to fix with them since November 3, 2021. An entire one of my walls (4 heaters total) has been inoperable since I received the sauna. I was sent several replacement parts over the course of several months and was told to replace them myself, which in and of itself was a rather complicated process I didn't feel trained to do, but did so anyway. None of the replacement parts fixed the issue, and I feel like my problem kept being inaccurately diagnosed and was rushed off the phone. I've made multiple attempts at setting up times to continue to try and solve this process and they've completely missed our scheduled call times, continue to close my case after they send a new part out, and have at this point completely stopped responding to any of my emails or returning my calls. Having this wall out has left my sauna practically inoperable, needing 3+ hours of warm up time, as the sauna is outside and has been so during these winter months. My desired resolution is to have them send someone out who knows how to diagnose and fix the problem, and reimburse me for the months I've been paying for an inoperable sauna, since November. This is the latest in a number of problems; if you're needing more information about previous experiences I'm happy to share those about this, as well. Thank you for your support in this, I hope this will be resolved with your assistance.

  Business response

  03/10/2022

  We definitely apologize for the delayed communication and have reached out to Mr. ****** to work on resolving the issue.  We have communicated with him via phone and email.  We have sent out replacement parts to him directly.  We are currently sourcing a technician go onsite and service the sauna.  This has taken a bit longer than we had anticipated due to technician schedules and availability in his area.  We are trying to get an appointment scheduled as soon as possible, but it may extend into April.  

  Customer response

  03/12/2022

  [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 ********. I am currently awaiting scheduling from Sunlighten to have a technician come fix the sauna. Fix currently pending.
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiancé and I purchased a sauna from Sunlighten. It was advertised as “put it together yourself” and all you needed was a dedicated electrical outlet which we had installed at our own personal cost (300$). The sauna is extremely difficult to put together, it is poorly constructed, it has defects in the wood panelling (including areas where we got splinters) and there was sawdust in virtually every compartment. We took pictures as we went along. Please see images. We received it without the appropriate bolts which took about a week to be sent to us. The customer care experience is not adequate to the task given to the consumer; basically it’s a phone number that goes around in circles and no one answers in a timely manner. The provided advice is “to watch a YouTube video”. This is a 7000$ sauna, to which the response is watch a video and figure it out. This is not enough to help people put this sauna together. At the price point this sauna is placed, it should come with more instructions and help than it does. This is a sauna requiring expert installation and basically the customer service you receive is abysmal. There are no answers on weekends, and when I did post a review on ******, I was asked to watch a ******* video. All of this was even before the sauna was turned on: once we got to that stage, it took over 90 minutes to get to the appropriate temperature (it says 45minutes to an hour) and the tablet kept turning off. So it also does not function appropriately. We have had issues with virtually every part of this experience, from assembly to operations. We have contacted them to provide a reasonable resolution: they are “contemplating” returning our deposit for 999$ and would like us to pay 1212.41$ in shipping, restocking and administrative fees. This is unacceptable. For a sauna that is not “easy to build” and does not actually work as promised. I have no issues paying a reasonable fee (approx 500$) to have them come and remove it.

  Business response

  12/27/2021

  We have reached out the customer and offered to send a Sunlighten technician to their home to service the sauna and address the assembling and heating issues.  They declined the offer and said they are wanting to return it.  We certainly wanted to try to resolve the issue and get their sauna operational for them to use before processing a return.  We will work with them on the return process and pick up of their sauna after the holidays are over.

  Customer response

  01/11/2022

  Business is coming next week to disassemble and remove the sauna. 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a sauna in October, received it in November 2021. First, the speakers did not work correctly, second I noticed the floor heater not working, the third issue the tablet would connect to the internet and not turn on. I have reached to my sales rep and she stated she has filed a service ticket. No contact has been made from and "tech team" to aid in the repairs. I've had the sauna for less than 30 days and already had numerous issues. I have reached out to the company to return the unit, waiting on a response.

  Business response

  12/09/2021

  We received an open case from ****** ************s sales representative on Dec. 1st.  We contacted the customer through an outbound call, left a message and also sent an email to get more information on the issues being experienced with the tablet.  As of Dec. 8th, we had not heard back.  We are happy to work with the customer and resolve the sauna issues.  The best way to contact us is ************ **** **
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid in full for a 3 person infrared sauna in August. Sun lighten says they use a third party logistics company. The logistics company website notes the delivery was in our area mid September. I continue to get inaccurate, false information from Sunlighten and the logistics company has not delivered. The logistics company called, said they would be at my house last week between 10-2. No call and no show. Sunlighten is non responsive and does not follow through with updates or action when committing to follow up. I have asked for a refund or delivery. Silence. I will be disputing with my credit card company for next steps. Sunlighten took my money and has no regard for delivering their product to paying customers. I hope this helps someone else avoid this scam.

  Customer response

  10/13/2021

  I made a slight mistake on my complaint. I paid for the unit in full on August 15….I had noted September. Not sure if it matters but wanted to clarify.
  
  Thank you so much for your assistance.
  
  *****

  Business response

  11/04/2021

  We have spoken to customer.  The original sauna was lost at the delivery terminal.  Once we were aware of this, we scheduled to ship out a like sauna once available to ship out the week Nov 8th.  We have shared this information with the customer and she is happy with the outcome.  

  Customer response

  11/05/2021

  [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: Not accurate information. I received the sauna 2 weeks ago when I got a random call from the delivery crew for the day of with zero notice. Thankfully I was on my way home from the airport to receive it. I hope another one doesn't show up next week based on their response. I was informed a credit for the horrible experience would be issued, nothing came of that. I wasn't interested in credits and wanted the company to hold up to their commitment with what they told me on phone calls with the product I had paid for. Horrific management and of course understand supply and delivery issues but the communication and complete disregard for their customers was not acceptable. 

  The product was delivered, I hope I never have issues with the unit as I have zero trust that this company can do anything right for their customers. The complaint is resolved in the sense that I received the sauna. 

  
  Regards,
  
  ***** ******

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased my sauna 3/21/21 for $5,098. Submitted ticket 6/3/21 ****** when it stopped working. They finally sent us a new power box, but it still didn't work. Submitted 2nd ticket ****** 9/3/21. Haven't had any follow up. Called multiple times since Sept 3 to follow up. No response. I'm requesting BBB get involved to either have them fix the sauna, or ideally refund my money so I can buy another sauna from a reputable company that stands by its product and is responsive to issues. We set up the sauna on 4/9/21. We used it for 2 months and now it's been broken for 3+ months.

  Customer response

  09/20/2021

  Hello, I submitted a complaint a few days ago against Sunlighten, and since then the company has been incredibly responsive in trying to fix my sauna. Is there a way I can put my review on hold? Or delete it and I can resubmit if what they're doing doesn't end up working? Unfortunately I can't find my confirmation number. Thank you for your help and sorry to have created unnecessary work for you.
  
   

• Initial Complaint

  08/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First unit was shipped missing half the unit and was damaged. Second unit was shipped and was also damaged from holes not being drilled out, to walls not aligning to the grooves as well as the dowels not fitting. Was told to just rig it and it wouldn't void my warranty and that they knew of these issues. I had to hire someone to sand down and drill out holes to make it fit correctly together. It has been a month now and they still haven't picked up the damage unit, i've called daily and emailed. They have only offered me a reimbursement for the two electricians I had to hire. I should not have to pay full price for this unit that had to be rigged to even get it put together nor have to be experiencing this lack of quality control and customer service when I still have a damaged unit that I had to "rig" to get it to work.

  Business response

  08/19/2021

  The customer's original order was dated 6/25 and delivered on 7/9, however it arrived with 1 carton out of 2.
  We sent a replacement with a swap needed on 7/12 after carrier confirmed they did not find the missing carton. Replacement delivered 7/26. Swap was not completed at this time.
  Customer had issues with the panels going into the base, we hired a team to assemble and they advised they could sand down the base for wall to fit in, holes didn’t line up with dowels and had to cut to put walls together.  Compensation was offered for the replacement, accepted by the customer and was processed and completed on 7/19.  Compensation was offered to help cover additional assembly, at this time customer wanted to return or get a large compensation amount.  Customer accepted compensation amount offered.  On 8/1, customer called back and said the pick up still hasn’t been completed.  On 8/2, we followed up with CEVA on pick up on, 8/2, 8/9, 8/10, 8/12.  On 8/12 CEVA confirmed pick up was completed.  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  2021 6/8 bought new $650 tablet to replace faulty one from ******. Week later, no shipping info so I called. **** said delay due to backorder of power box. I said I only bought tablet. He said he'd ship it today. 6/21, no shipping info so I called. **** apologized and shipped order. Arrived 6/23 BUT it was tablet, power cord, 8"x15" and 3"x7" flat items. Called 6/23, ****** said I just need to pop out old tablet (4 screws) and pop in new (2 screws). Tried to get new tablet in but ruler showed new tablet too thick for slot. Emailed ****** about issue. Never replied. 6/24 spoke to Jeremy who messaged manager and ultimately said I'd need to hire carpenter. I then told manager **** hiring carpenter isn't an option due to well explained medical issue. **** said he’d find refurb tablet and if he couldn’t, he’d get one made. We agreed I’d keep equipment until refurb tablet arrived then return other for a full refund. **** said he'd email later that day. Never heard from him. Left him2 vmails.

  Business response

  08/12/2021

  Hello,
  
  We are very sorry to hear about your experience and hope that we can come to an amenable resolution for your case.
  

  You are due to receive the replacement control panel today, August 12th via FedEx.  You should have received a confirmation email with the tracking information.  

  We have left you a voicemail and have emailed you from your case and look forward to hearing from you that the items were received and installed. 

  
  We agreed to refund the purchase completely upon receipt back of the upgrade part package.  Included with the replacement control panel is a prepaid return label that you can use to send the upgrade package parts back to us.  Once received back, the refund in the amount of $650 will be refunded back to your purchase method.
  
  If you have any questions, please reply back to the email we sent to you from your support case or give us a call at ************ opt 4 Monday thru Friday, 9 AM to 4 PM cst

  ***** **** *********** ******** **** **** ***************************

  Customer response

  08/30/2021

  Consumer called BBB to let us know the issue has been resolved.

*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. ↩