ComplaintsforThermaSol Steam Bath

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ThermaSol has not refunded the fee for the labor to replace a defective part that was under warranty. They have promised full refund up to $90. I sent all of the required documents to them on 9 February and have called several times with no results.They fraudulently promised to pay for the labor cost and have not done so and ****** give men a firm date when they will honor this refund.I call and get the run-around.

  Business response

  04/04/2024

  Customer was provided a labor reimbursement check, as originally promised upon return of receipt of defective product.

  Dated 03/04/24 check#******

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 3 years ago I did a full demo of my master bathroom down to the studs and purchased the Thermasol deluxe steam package. The touch screen,remote switch, steam generator and serenity system with therapy lights, speaker and overhead shower.I had my licensed plumber and licensed electrician follow the rough in guidelines but the steam shower didn't function once completed. After several hours my paid techs and I spent mitigating the defect with Thermasol phone support, we discovered there were defective Thermasol parts. They sent parts, it worked "ok" until recently. When I say "ok", I am referring to the blue tooth connections and integrative parts with the shower audio. But I figured 9/10 performance was not too bad and after all the time and money I spent with Thermasol and my plumber and electrician, this is very doable. Everything was fine until recently. Sometime end of September the touch screen prompted me and said Thermasol has a new software update and to download it, so I did. After the system updated there was a long delay and lag on the touch screen until finally it just didn't work at all. I called in to Thermasol phone support. They had me trouble shoot and concluded the touch screen had failed again. They sent out a new touch screen and my plumbing tech came out and the shower still did not function.The Thermasol tech said to connect the ground wire, but there was no ground. The original rough in instructions did not call for a ground wire, so a ground was not installed. Thermasol said their new software required a ground and wanted me to pay even more money to run a ground wire, because their software failed and they upgraded it not in compliance with their own rough specifications.So their software was upgraded and it did not coincide with the hardware of a system 3 years old.I have been trying to get Thermasol to remedy the problem and they denied my labor request and they have stopped communicating with me as of 11/2/21.

  Business response

  01/06/2022

  Good Morning Aram,
  I apologize for the delay as I was hosting a training last week.
  I understand your concerns and eagerness to get the product back in working order. To my understanding, the current problem is with the new replacement control panel not synchronizing Bluetooth audio with the existing serenity system. Is this still correct?
  Again, to remedy the issue we can provide you with the like model you previously had in place and authorize our standard labor allowance to do so, or as an alternative, you can install the new android 10 operating system. However, we will not be covering the labor associated to run a ground wire.
  If you decide to go with the previous model it will still offer you all the same functionality that you previously had. The benefit of the new model received is the interworking hardware is faster, along with live infield updates, such as additional applications, bug fixes, user interface change, etc.
  Please let me know how you would like our authorized service company to perform the swap as we would need to provide them with a service authorization.
  We do appreciate your support and look forward to finding a resolution.
  
  The final resolution: We upgraded his serenity rain head to work with his new upgraded control and worked with him on providing a labor payment to have the system serviced.
  
  If there is any questions please let me know.
  
  Thank you,
  
  ****** Hagins 
  Director ************ Services

  Customer response

  01/06/2022

  Complaint: 16113580
  
  I am rejecting this response because:

  I just received the replacement parts today.

  I have to schedule the plumber to come and install.

  At that point I need to verify the system works well and that the labor **** gets paid as promised.

  I am working on getting the plumber out there asap.

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

  Customer response

  02/14/2022

  Complaint: 16113580
  
  I am rejecting this response because:
  
  Subject: Re: Complaint ID: ********
  
  Hi ******,
  
  My plumbing technician came on 1/20/22 and installed the parts.
  
  They did not function correctly.
  
  My tech and I called Thermosol that same day and spoke with Alyssa.
  
  Alyssa attempted to trouble shoot but could not fix the issue.
  
  She said she would have somebody else reach out to me and I have been waiting for 3 weeks and heard nothing.
  
  I have made no progress in the 4 months I have been working with Thermasol to resolve this issue.
  
  Can we please re-open the case?
  
  ***************************************************** Agent
  ****************************
  685 ***********, Suite 103
  Fresno, ** 93711
  Cell Phone: **************
  Fax: **************
  *****************************************************
  

  
  

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

  Business response

  03/01/2022

  Initial replacement product previously sent did not rectify the customers problem. Additional warranty claim was initiated and product was reshipped under RMA#*****, via ***** Tracking: 270191324998 delivered 2/28/2022

  Customer response

  03/01/2022

  Complaint: 16113580
  
  I am rejecting this response because:

  Correct I was shipped a replacement part (for the third time) and received it yesterday. 

  The last two times it didnt work so I have a technician scheduled to install and then I can confirm if the issue has been fixed.

  Also, Thermasol has promised to re-imburse / pay for labor costs incurred from their defective parts and system.

  Once I have the parts installed, can confirm they work and Thermasol has paid the technician per our agreement, then we can close this claim.

  Until then the issue is still pending. 

  Thank you for your help!

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

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