PLH Products Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***To: Revdex.comI would like a copy for my records of warranty extension period from date of shipment was received 1/15/16. Thank you,*** ***

Once again, we are truly sorry for making you wait, and want to thank you for being patient with usWe will gladly move your warranty over, no need to send anythingWe made documentation of thatAnd will extended the warranty at the dates you requestedIf there is anything we can help you with again please always feel free to contact us, and thank you for being part of the Health Mate Family!

Hello,I am so sorry to hear about thisThank you for bringing it up to our attentionWe are sorry that it had to come through the Revdex.com to finally get addressedHere at Health Mate customers are our number one priorityIf you could please give me the names of everyone you talked to so we can
address this, also what numbers are you calling? And who did you ask to speak with? I will have our lead customer service manager call you and try to get a hold of you.In regards to your warranty, I am very sorryBut we found out that you are no longer in warrantyI do not know who told you that you were, but we see you are no longer in warrantyPlease let us know who told you this so we can address this as well.We are getting everything on our end resolved to make matters better for you.We had *** our head customer service manager call you, we looked up your warranty to make sure that we did not lie to you, and we want you to be a happy customer of oursThe $for a power supply is something we can not control, it is the cost of a new power supply to get your sauna running! Please let us know if there is anything else we can do to help! Thank you!

Hello, I am so sorry to hear about your bad experience with Health MateWe are taking care of your order nowThe parts you are needing are coming in Monday, and once we get everything packed up, they will ship out right away. Again, I am sorry that it had to come to thisHealth Mate has
been growing, and we have been adding to our customer serviceWith that, we have employees training and running around taking care of customersWe want to make sure you shopping experience at Health Mate is enjoyableThank you for being part of the Health Mate FamilyMy direct email is ***@healthmatesauna.com and my direct number is ###-###-####Please feel free to give me a call or email. Have a great wee***dThank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all, there is no response posted to my *** complaint; I checked yesterday before proceeding to a Revdex.com case, I checked just nowSecondly, this response is hollow and vague, and similar to what I've gotten beforeNo promise to replace the warranteed part, no specific name signing the post (that's wasn't a post), and the same excused of 'we've changed staffing'.Every time I have called, it has been at THE ONLY TELEPHONE NUMBER this company lists: (800) 946-I've spoken to a litany of folks; just the last one, a month ago, was a young woman named JoeyI gave her, as I had every other person at that number, my name, address, and phoneWhen I asked her specifically if I was speaking to a vendor of PLH Products directly, she verified she was at PLH ProductsShe promised to get back with me in 2-days; that was a month ago with no further contact.I certainly appreciate Revdex.com's efforts to foster communication; but, I'm not encouraged by the 'c***ed answer', without any specific name or extension number for me to call. The only small inkling of hope I see, so far, is that NOW PLH/Health Mate has added a new option on their recording when you call and select '2' for customer serviceNow, a recording says to press '1' "if your sauna is not currently working or you need a replacement part". I do not believe that recording was there before; just a recording saying to leave your name and number and someone would get back with you. PLH can contact me via email at ***@msn.com or (*** ***
*** *** ***

Thank you for the letterWe have resolved this complaint with *** *** and we are replacing her defective parts in her saunaThe customer has been in contact with our service tech and both parties have agreed upon a resolutionPlease close the file at your earliest convenience
Thank you

Thank you for responding, and thank you for working with us,I got the refunded amount of $shown in the pictures attached*** should also have gotten an email receipt also. We are sorry for the inconvenience and hope *** will still be part of the *** *** Family. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. They spoke to me today (not last week like their response mentioned), and sending a replacement part is satisfactoryI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf not, I will let you know
Regards,
*** ***

*** ***, I wrote you back on *** as well when you gave us a ratingI will post my exact response so you can read it here, but I do apologize for all of thisPlease let us make it better by answer my message either here on the Revdex.com or on ***, whatever is easier for youWe care about our
customers, also we have been going through a lot of customer service changesThat is why the run-around has been happeningWe hired on a whole new staff to help customers, also we are now open days a weekPlease let us make this better for you! Here is my response on ***."*** ***,We are so sorry to hear about your problems with Health MateThat is not what our company stands forWho did you speak to regarding this? Also can I get a telephone number and email address you used to contact us? We will take care of this right away, there is no reason why you should wait, also we do not want a member of the Health Mate Family to be upsetPlease list these items, so I can have our head customer service manager contact you personally and resolve this for youThank you!"

Hello,We are so sorry to hear about your problems with our companyWe want to make it rightWe have informed Customer Service about this and they are working on it as we speakAlso yes the parts have been on back order and have been for some time, we apologiesAlso yes two of our employees had
to be let go due to business reasons, and we have been working on the warehouseAll of this is true and we are not hiding anythingJust give us some time to work this outPlease feel free to contact us anytime, as we are working on your orderWe do not have the parts yet, so it will still be some timeBut we are working on making you a happy customer of ours! Thank you!

Hello *** ***, My name is *** and I am the Customer Service manager over here at Health MateI see you posted a complaint about Health Mate, and I am just a bit confusedI thought you talked to ***, another one of our sales reps who sold you a Renew person at no extra cost? We
upgraded your whole unit and did not charge you? Please let me know your thoughts on thisI think you may have posted this Revdex.com complaint before speaking with ***? If that is the case, will you please remove this complaint? I look forward to your response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. On April 4th at 12:PM as per Revdex.com communications I phoned *** at PLH Products I called the number at PLH, he sent me to someone else immediately, that person gave me no name, I could barely hear him after a minute or so he sent me to customer service, *** took the call I spoke to her for a few minutes explaining my complaint, it was like starting all over again, she took my e:mail address and said she would contact me with what I needed to do, today is the 19th of April and have heard nothing more from PLH Products as to servicing my sauna.
Regards,
*** ***

PLH Products finally shipped me the part to repair my saunaPlease close the complaint. Thank you, *** ***

Hello Customer, We are sorry to hear about all of thisFrom the message you wrote, you said you used the sauna outside without a cover is that correct? Also the lifetime warranty is the lifetime of the unit as long as it is in production we honor thatIf the sauna is not being made anymore,
there is no lifetime warrantyHowever, we still have parts to use on those saunasPlease reply with any comments or concerns, we want to get this taken care of for you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
I
just wanted to let you know that complaint # *** has been resolvedHealthMate sent me the replacement parts at no chargeThey arrived yesterday and we installed them today and the sauna is now workingThank you so much for your assistance***

Hello, Here is the tracking label so you can see we are sending out the parts for youWe are sending them out this weekWe apologize for any inconvenience this has causedAgain, please feel free to contact me directly if you have any questions

Dear Revdex.com and customer,We have worked with this customer in the past, and resolved everythingI showed her that on our website it was refunded to her account, and that we let her keep all itemsI told her how long it would take to be effective in her accountAnd that we would do everything we
could to help herIn her first email regarding why it took so long I told her we were back ordered and that it would take some time to get, and we rushed her an over night package when we finally got the aroma cupsThen she said she did not get any aroma cups in her orderHowever she got the shelfThe packaging and the shipping label was on the aroma cup box, so the package would have had to arrive at her location otherwise without the aroma cup box there would be no packaging slipSo I kindly went over that with the customer and she was not satisfied so I then refunded her the money

Thank you for your response.Whenever I have time I check my Health Mate Half Sauna to see if the status is the same ( this is not a minute process, takes one hour)While waiting on" next step to take" from Revdex.com over past few days I noticed the sauna started to perform close to what it should but not perfectMy sauna now beeps and shuts off after minutes without my help but the temperature never reaches maximum of 170, its 3-degrees off, this I can live with but I still strongly feel PLH Products owes me time lost on my warranty, no one should have to wait so long without proper responsePLH Products responses to you have been timely and with a professional explanation on handling my problem, this was not my experience at allNo one would have stuck this out as long as I have.I just noticed emails on 5/17/16, there was only one when I opened Revdex.com email and replied to thatThe 2nd PLH Products email is stating that Head Technician said he would send me parts as soon as they had themI was told it was a new product and no parts where available at this time, when I asked how soon they would send parts I was told “ Oh no, that won’t be for a very,very long timeWould you sit and wait for an unknown date on an item costing $1,750? Its been almost months, so the next poor person might have to wait as long.So I would like to move forward in keeping my sauna and cross my fingers it will continue to performRequesting now that PLH Products begins my warranty from 5/20/and not from the date of purchase 1/7/16, this is a small request considering it took so longI will send you of my receipts because warranty coverage conflicts with warranty on my final receiptI also have email received from shipper with estimated arrival time of shipment if needed.PLEASE NOTE: RECEIPTS WILL BE SENT AS SEPARATE EMAILS, HAVING DIFFICULTY ATTACHING AND SENDING AS ONEPLEASE CONFIRM WHEN YOU HAVE RECEIVED BOTH RECEIPTS, THANKS FOR YOUR SUPPORT.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]