ComplaintsforSunlighten, Inc.

• 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,
  ***** **********

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered sauna on Dec 12 2022 95% of our communication was done via text message/chat message with company via website so I have copies of all of my claims. They promised it would be delivered in 10 days. It has been over a month and the communication they have given is they choose the wrong shipping service and cannot find the sauna. Do not know when it will be delivered and now will not return my calls. I have attempted to reach out to the managers including the CEO via LinkedIn to no avail. At this point I am asking for someone to intervene in effort to save me legal fees. I have taken 4 days off work with no pay based on being told it is “guaranteed To be delivered today” this has cost me thousands of dollars missing work, and lost interest on my almost $8,000.00. I am also submitting a complaint with consumer protection agency in effort to resolve this matter. Thanks for helping me resolve this matter.

  Business response

  01/31/2023

  We do apologize for the delay in the delivery of the sauna. We have been in touch with *** ***** about the delivery issues he's encountered. We were in contact several times the week before last to set up and confirm delivery.      

• Initial Complaint

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/9/22 I ordered a Sauna with GUARANTEED delivery by 12/23/22. I went through the process and finalized the sale. It is now 1/9/2023 and we still have no sauna. I received a text from the shipping co on 12/19/2022 and initiated deliver with no signature because the soonest appt they would give me with signature was 1/13/2023. This was supposed to be a Christmas gift. I did text the salesman on 12/30/22 and asked for an update and still haven't heard anything. I went on the company chat last week and then got an email from ***** ******* that my sauna has arrived in my area. I did speak to the shipping company on Friday 1/6/2023 and was told they only deliver to my area on Fridays and the last two were holidays and it was NOT out for delivery on 1/6. I asked Sunlighten to give me an update by 10 am today and they have not responded. This is the absolute worst customer service and I would not recommend them to anyone. When a company GUARANTEES delivery, they better have a resource that allows them that guarantee rather than LIE about it and then just simply not respond. I would have bought local and had my sauna if I had known how un professional Sunlighten was. I would like to refuse the delivery at this time.

  Business response

  01/16/2023

  We certainly apologize the for inconvenience and time spent by *** ***** on the delivery of her sauna, especially around the holidays.  We have reached out to her directly and confirmed the sauna is in her area and delivery has occurred.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The sauna itself is awesome. I do not love that I can't sit up against the walls as I don't want to rip the fabric over the heaters or get it dirty with sweat My biggest problem is the OLD tablet that came in my sauna. It was outdated as soon as I bought it. I have had problems with the tablet since I first received it a year and a half ago. However one of the main reasons i waited so long to buy the sauna was that I couldn't turn it on remotely. Several sales people promised me it would be available by the end of the year 2021. It was NOT. It is just now available for some users. Not mine however as you need an ******* 10 tablet and mine has a 6. No idea when it might become available for me. Maybe never as my tablet seems to be one they just had in storage somewhere for years and its outdated. They would sell me a new one however for $600+. I feel completely tricked and lied to. It was the NUMBER 1 thing I wanted in my sauna and after a year and a half I still do not have it and maybe never will.

  Business response

  10/31/2022

  We certainly are willing to work with ***** on getting a newer tablet and explaining more about our remote access feature.  We've emailed her several times and just recently got a reply back.  We will reach out to her via phone call to see if can connect and resolve the issue with her. 

  Customer response

  11/01/2022

  [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:

  Their response isn't entirely true.  They did email me once on 10/24 and I didn't respond right away as 1, I didn't realize I needed to respond and 2, my mother was in the hospital and I just wasn't home and didn't have the time.  They then emailed me again 4 days later on 10/28 and I responded immediately and let them know that yes, I would like them to do what they were offering which was to replace my tablet.  They have not called and have not responded to me since.  They did say the tablets are on backorder and they have no idea when they will have them in.

  I believe their response made it sound like they have messaged me many more times and I was ignoring them.
  
  Regards,
  
  ***** *****

  Business response

  11/02/2022

  We did contact the customer on 10/17, 10/24 and 10/28.  We certainly understand the delay due to her family member being in the hospital.  We did call her on 11/2 and she agreed to the replacement tablet of which we have ordered for her.  That particular part is on backorder and we anticipate to have back in stock later this month.  Once it is in stock, we will ship it out based on her order already being placed in our system.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spent thousands on a piece of crap. Two years of phone calls ,often no return call .Three power boxes, three boards, three stereos. They blew up our original stereo ,untrained service tech. Outside molded even though it was suppose to be marine quality wood. Poorly made lots of glue spots showing. replaced our stereo with one that does not play cds. was told by ***** that i can go purchase a new front that will play them. The worst company I have ever dealt with shitty service, untrained staff , often times condescending and rude ,substandard product. Unless you have disposable income keep shopping !!!!! DO NOT BUY FROM THIS COMPANY AND READ INDEPENDANT REVIEWS NOT THEIRS!!!!!!! We also had to pay an electrician to put the new parts in, several hundred dollars due to untrained staff .

  Business response

  09/27/2022

  We certainly apologize that your experience with getting the sauna working has been frustrating.  We have had recent discussions with the customer and their technician conducting more troubleshoot to isolate the issue with the lights, stereo and heating.  We replaced heaters, but are still working on the lighting and stereo.  Upon further review, we feel there's a wiring issue within the front wall and would need to replace the front wall panel.  We reached out to the customer with this information and they accepted.  We will process the order and get it shipped out to them to arrive within 2 weeks.  

  Customer response

  09/28/2022

  [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:
  I want a stereo of the same quality that plays cds that their technician burned up like the expensive one I purchased with the sauna and I want the electrician paid for by them.their response to my complaint was answered in a timely manner we never received that service in the two years we have been trying to get them to fix this.l suggest if any one has complaints to go thru BBB first.
  Regards,
  
  ***** *********

  Business response

  10/04/2022

  We have advised the customer that we no longer carry the CD stereo.  We have correspondence from the customer that it was understood and would take our offer to replace it with our current model at no cost.  The customer accepted it and that was in October 2020.  We processed the order and sent out the part.  We had not heard from the customer until recently and  have responded timely.  We will work with the customer on the tech expenses, however I cannot send out a part we no longer stock or support.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased ****** ******r sauna on 7/18 for $9,624. Our sales interaction was informative & our rep was avail seemingly at all hours...until the sale was made. We ordered this sauna to help with my husbands cancer treatments & were looking to use ASAP. Our sauna arrived on 8/8. This product is sold as easy install & that anyone can do on thier own. The pallet was 800 lbs...it was left outside & required multiple people to help get it into the garage & assembled. There was so much packaging we needed to hire trash removal. Upon delivery, the quality of the workmanship was far below what you would expect from the "best sauna available on the market." There were dents, chips & rough wood. The floor was not assembled correctly, door cracked and glass shattered leaving it impossible to install. Our first interactions with Customer Service passed us in circles pointing the finger at other departments with no resolution. I finally began working with Tyler in Logistics and he was able to get a replacement floor and side panel ordered. It was promised that they would pick up the damaged pieces. We received the replacement order on 8/23. They did not pick up damaged pieces as no paperwork was filed by Sunlighten. We then noticed the incorrect floor was sent. We asked about this, they dismissed our claim. Upon further research we learned this was not the case, and the newest version that we purchased did have floor heaters. We did not pay almost 10k for an outdated model, we want the sauna we paid for! This feels like a scam - we were sent the wrong product with no solution to replace, have a garage filled with damaged parts, and still waiting on a timeline for door glass shipment. Customer service working hours and response time is a joke. For the amount you pay there should be white glove delivery, and assembly to make sure the product is working as promised. If this is not resolved ASAP we want a full refund or compensation for this terrible experience.

  Business response

  08/26/2022

  We certainly apologize that the ******** experience has not been good and they are frustrated. We are working to make things right for them.  We have been in communication, phone calls and email, with them to resolve the issues with the delivery, packing materials, replacement panels and parts.  Those items are being shipped out and scheduling for the packing materials to be picked up is underway.  We will source a technician in her area that we work with for the installation of the new parts and panels.  

• Initial Complaint

  05/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Sunlighten Sauna on May 28th 2020, and it was delivered to me on August 30th, 2020. The first time the heating element broke is June 26th 2021. We also never had a working stereo, so they sent us a poorly made sauna. They replaced both our stereo and the heating elements on July 1st 2021. Again on March 17th, 2022, the heating elements broken again. We used some of the leftover heating elements and replaced them according to instructions they sent me. Now on May 29th, all of the heating elements are broken again. The Sauna does not heat up at all. This is the 3rd time we are having to replace the heating elements in less than 2 years! Since we are still within the warranty period, I am requesting a full refund of this sauna. We should not have to spend all this time and energy for such an expensive device. Also, if you look at their reviews, they do not have a good reputation, so I would prefer to get a refund and order a brand new Sauna from a different manufacturer. ******************************************************************************************************

  Business response

  08/24/2022

  We had not heard from this customer since June 2, 2022, after several call and email attempts to contact her about her sauna issue.  We had inquired about troubleshooting the heating issues with her and about her dedicated circuit setup for the sauna.  She never responded back to us for us to be able to assist her.  We received the BBB complaint and started reaching back out to her to see how we could assist and if she’d be open to troubleshooting with us.  We didn’t hear back from her until 8/22 at which she did inform us which heaters were not working.  We’ve placed an order for the heaters and they are shipping out to her.  We offered to have a technician come out and install them, but she declined.
  
   
  
  Please let me know if you have any questions.
  
   
  
  Thank you –
  
  ****** **********
  Customer Care Director
  

  
  

  Customer response

  08/24/2022

  [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:  I did respond to them and we have been discussing getting new panels, which they shipped to me.  So you can close this case.
  
  Regards,
  
  ***** *******

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Owner of our company, ***** ******* purchased a Signature 3 Basswood Spa from Sunlighten Corp. on 8-02-2021. Sales order # ************ ($4348). Unit was delivered and installed end of October 2021. Unit worked for three months than would not power up. No lights, no power. I called Sunlighten to open a case on warranty. I was informed that Sunlighten has a replacement parts only warranty service technicians. We have had our maintenance personnel and licensed electricians working on this unit with there customer service representatives through the phone trouble shooting this unit. I have over 30 calls with them in which I have to have them call back. Usually a few hours later or next day. On five occasions we have had personnel waiting for there tech people to call back. This is costly when you have licensed electricians standing around waiting. On all occasions when our people and electricians are on site I make sure they check our power to unit. It has been checked and double checked that it is operating and up to specs required by Sunlighten for that unit. Each time we have had personnel working with Sunlighten they say we need a part and ship out parts. We have replaced all components they recommend and we still have a $4348.oo. Last Wednesday (3-30-22)I sent our point of contact ***** *. (Case # ******) and asked her what is the next step. We need Sunlighten to tells what they can do to get unit working. As of Monday (4-4-22) I have heard nothing. I contacted the customer service group again and they said ***** was out last week and she is behind on catching up. Here we are Wednesday (4-6-22) and nothing from Sunlighten. I did send them an email telling them that we wanted someone from Sunlighten to: A. Send Someone to fix unit. B. Replace Unit C. Refund the cost and pick this up. If I had my they can should refund our money and they can have it back. I will say that when you do get ahold of customer service personnel they are polite

  Business response

  04/22/2022

  We have been in communication with the customer (***** ******* and ****** *******) about the sauna issues.  We've troubleshooted over the phone several times to determine why there wasn't power to the sauna.  We've asked to work with their electrician to further check power from the wall outlet.  We spoke with their electrician on 4/7.  After further testing, the electrician confirmed the power issue was not the sauna but the wall outlet.  We received an email from Mr. ******* on 4/13 that the sauna was working now that they fixed the outlet.  We have kept the case open in the event an issue would occur and we have not heard from them.  

  Customer response

  04/25/2022

  [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,
  *** *******

*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. ↩