Celebration Saunas, Inc.

To whom it may concern:Our first contact with *** *** was on October 20th At this time I spoke with her about our products and warranty and emailed her this information *** purchased her sauna on October 28th and it was delivered November 15th On November 30th the
customer contact us with an assembly issue, they were having trouble getting the door panel in place which she was told to use a rubber malletShe also said she was noticing cracking noises and tech support told her she needed to install the floor support that came with her sauna Both of these were resolvedWe heard from *** *** on January 1st when she posted a picture of her sauna and said she was “excited” about her sauna A few days later she had called to say that her radio wasn’t working I referred her to tech support, they did not hear from her During this time I was dealing with the death of my step mother The next time we were contacted by *** was March 7th She said that her bench had broken At this time we immediately offered to replace the bench as per the warranty We still did not hear from her about the radio which we would replace once simple troubleshooting occurred which we couldn’t get *** to do This complaint is the first time I am hearing about any problems with the oxygen ionizer which also would have been replaced as per our warranty She said she wanted to return the sauna Too much time had passed for a defective product return I explained to *** that we would replace the bench and the radio and offer her a $refund to accommodate any inconvenience She insisted she wanted to return the sauna I explained to her that she would need to repackage it so it was returned to us in the same condition it was sent to her and that she would be subject to the 20% restocking fee and all shipping associated with the order She paid $for the sauna and the cushions $was for the sauna $was used to purchase the cushions As per our return policy we deducted $for shipping costs of the sauna to and from ***, and a $restocking fee The cushions are used and were not returned so the total refund was $ $- $cushions= $- $shipping - $restocking fee = $and we gave her $1536.We have gone out of our way to accommodate ***’s request to return the sauna I made her fully aware of the shipping fees to and from her and the 20% restocking fee prior to shipping the sauna back Upon examination of the sauna, we found that it had a lot of sweat stains from extensive useWe have a statement from the customer that purchased ***’s sauna that it is in good working order without any defects According to our Warranty and Terms of Service, we have fulfilled all that our company promises and more, returning a used sauna after nearly a year of use I am not sure what more we can do for Ms***.Below my signature you will find all documented communications with *** in sequential order Please feel free to reach out directly if there are questions I can answer.In Good Health,*** ***Toll Free: ###-###-#### Fax: ###-###-#### Direct: ###-###-####***@celebrationsaunas.com

To whom it may concern.Celebration Saunas made available all of our warranty, product information and terms of service prior to Ms. [redacted]’s purchase.In regards to splinters we clearly address wood characteristics covered by our warranty.   Our warranty has been posted for the last 4 years, the Revdex.com can verify the following text has not changed.“The grade A wood used in construction has been kiln dried, a certain amount of expansion and contraction occurs in the wood in a sauna environment. Surface cracks are not considered defects in material or workmanship, as they are normal characteristics of all woods. This includes minor cracks due to wood expansion and contraction. Wood is a living material that continues to respond to climate conditions, even after being manufactured into a sauna. Variations in the color or grain, and irregularities such fine cracks are part of the natural beauty of the wood and in no way should be considered defects. During normal operation, wood may crack slightly due to the changes in moisture level. This will not affect the structural integrity of the sauna. Prior to shipping, the wood is inspected for consistency, color and quality.Our saunas are shipped around the globe, and can experience slight blemishes, scratches or scuffs in transit. All structures using wood are susceptible to minor dents, scratches and scuffing which are not covered by warranty. This is normal and will not affect the integrity, operation or Lifetime Warranty of your sauna.”After 10 years in the industry, I would never suggest anyone use a hammer to assemble their sauna.  When Ms. [redacted] and her husband put the sauna together initially they informed tech support that they did not install the support board under the sauna.  I would have no way of knowing if this was ever installed.  What we do know is that this sauna was heavily used as it had deep sweat stains that needed to be sanded to be removed.  Ms. [redacted] had 30 days to return the sauna if there were defects.  As per our warranty we were under no obligation to return this sauna but we did.  Upon inspection of the returned sauna other than sweat stains, and a bench panel that had been hammered upward, there were no defects and it was promptly sold as a scratch and dent to another customer.   Ms. [redacted] has been refunded the amount of her sauna minus shipping to her, from her and a 20% restocking fee as per our return policy after 30 days, not 6 months, which she was made fully aware prior to shipping her sauna back.  To date Ms. [redacted] has failed to provide any images or documentation of claimed injuries.  Ms. [redacted] is persistent in her request for a full refund including seat cushions that were used and not returned.     We stand behind our first response and documentation of the communications we have had with Ms. [redacted].  We feel that we have fulfilled all that we promised and more for Ms. [redacted].Please reach out to me if you have any questions.In Good Health,[redacted]

Complaint: [redacted]
I am rejecting this response because: The check that [redacted] mailed me was never cashed and has since expired. The cushions have been ready to be picked up for months, and I’ve mentioned this to [redacted] more than once.Unfortunately, much of my discussions with [redacted] were on the phone and via text making it difficult to prove the fake promises made to me by [redacted]. It’s evident that we are not making any progress and that this is going nowhere. I appreciate the Revdex.com’s efforts in trying to resolve my issue, however, that is impossible when Celebration Saunas is not being truthful.
Sincerely,
[redacted]