PLH Products Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Complaint #[redacted]: PLH Products has not even sent the parts out yet. The shipping label with tracking number was made, but has not been shipped as of 9/6. Reading through the various complaints against this company, this seems to be a pattern. I'm not sure what they're trying to do, but I paid $550 for these parts in June. Since they have not been shipped, I can only assume they do not have them. I want my money refunded to my credit card TODAY.Refund my money to my credit card TODAY.
Regards,
[redacted]

Hello,Complaint Number [redacted]Name:  [redacted]The requested part was sent out on February 5th, 2015 and Mr. [redacted] should be receiving it on February 12th, 2015.Thank you.

Contacted customer on 2/18/2015 and left the message.Will contact the customer again in the afternoon to resolve the issue.

Dear Sir:Sorry for not responding sooner since I was out of town. I have received the part for the Healthmate Sauna along with a kind note acknowledging the confusion for delayed shipping. It was also mentioned that it is [redacted], not [redacted] in making the correction.Thanks so much for your help regarding this matter.Sincerely,[redacted]

Dear [redacted], First off let me just say we apologies for the long response time. We were getting all of our facts in order, and making sure we double checked everything. We have all been working diligently in figuring out what was wrong with your sauna and then finding out how to fix it. We tested several saunas, and then came up with a solution in which you described above. The wrong part that was sent out was also a mistake. It was not forgotten by any means, it was simply the wrong part for that sauna. After we figured out which parts to send you, our head technician then explained the process of fixing your half sauna.  Like explained above we tested this solution on several units and they all came out positive and worked just fine. If we had one sauna fail the test we preformed then we would have exchanged your sauna. But since none of the several that we tested failed, we agreed that your sauna would be fixed as well. We value our customers and their feedback very much so, that is why we have been in business for such a long period of time. It does sadden us that we did not meet your expectations in a timely manner. As for the parts taking a while to get sent to you, we explained to you that we had a extended wait period for parts. Our head technician also explained if we get any parts sooner that we would send it right away. We did everything we could to fix your sauna in a timely fashion, and we spent weeks on this matter. We apologies that it was not up to your satisfaction. However we are positive that the solution we talked you through fixed your sauna, because it worked on every other sauna we tested. Once again we deeply apologies for any inconvenience this has caused you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Company email response: We have worked with this customer in the past, and resolved everything. My Response: No, I have never received a refund or replacement products.Company email response: I showed her that on our website it was refunded to her account, and that we let her keep all items. I told her how long it would take to be effective in her account. My response:  As of June 1, I have not received a refund.   The image sent (#[redacted]) “showing the refund” was not from any bank. Looked as if from an internal CRM program. I contacted my bank, my bank does not show any recorded of a deposit to my account from PHL products.  My bank requested I get a trace number.  On April 20, I called and sent an email requesting the trace number.  "From: [redacted] [mailto:[redacted]] Sent: Wednesday, April 20, 2016 3:57 AMTo: [redacted] <[redacted]> Subject: Re: Broken shelve 2 of 2Spoke with the bank, they did not show any deposit to my account from PHL products. They have requested a trace number. Please provide.   PHL products responded with this "[redacted],Thank you for the call today. I am sorry that they are now showing any sign of a refund. I have contacted my bank and I am waiting for a response. Thank you! ” I have not heard from them since.   Company email response: In 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 cups. My response: I placed my order on March 12.  On March 17, I had to initiate contact via telephone & email to find my order.  They said they would ship the shelf on the 18th.  It did not ship on the 18th.  I had to inquire about the status of my products on March 30.  I receive the broken shelf (misc. broken parts) on April 1.  There was no Aroma Cup. Please see attached images # [redacted],[redacted] & [redacted] Company email response: Then she said she did not get any aroma cups in her order. However she got the shelf. The 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 slip. So I kindly went over that with the customer and she was not satisfied so I then refunded her the money. My Response: I requested a shipping label for the aroma cup and never received one.  He said it would be in the box, but sent images of the box contents with no Aroma cup. Please see attached file along with copies of the email & images # [redacted].All I’m asking for is my refund.  I have be patient in working with them.  I just want to close this chapter and move on.  Thank you for your assistance.
Regards,
[redacted]

Please send me an email directly. [redacted]@healthmatesauna.com  We have tried to contact you and get this resolved.

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Business sent part as they stated to you but it did not work now they are sending me part of the half sauna to remove my half and assemble . I don't want to accept this as a resolved issue because I won"t receive this 2nd new part until after your Revdex.com deadline response. It will take time to put together and test as well. So I can not accept this complaint as resolved at this point. If it arrives and works "consistently" I will consider it resolved.
Regards,
[redacted]

Hello,We had our customer service team reach out to you explaining about parts and what is going on. I hope we lived up to your sanctification and could help you. I also hope we can close this case on the Revdex.com. Please let us know what else we can do. Thank you!

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Continuation:Last week I received a new wood top with control panel, instructions and photos telling me to unscrew my wood panel and place it with this new top. He said the screw holes won’t match up (so basically telling me to make new holes through my half sauna) and push the sensory cord through the hole and glue in so it won’t move. I put my sensory cord in glued it, waited several hours for glue to dry then tested it, immediately flashed error code  of “05”  problem with sensory cord. I emailed test results and was asked if I connected the red sensory cord enclosed with the new wood top? No, there was no red sensory cord enclosed with shipment ( this wasn’t the first time I was missing  something or given incorrect instructions). I had to wait another 4 days for the red cord .Received the missing red sensory cord on 21st and tested over the weekend. First of all the picture I was emailed showed the sensory cords black tip flush to the hole of wooden board, I was unable to do because it would only go maybe 1/4 into the hole sticking up against the wood top. I was afraid to force it or put the top over it because it was close to wires and black tip. I emailed again, explaining my concerns and that I also didn’t want to be responsible for any further damage. HERE IS  PLH PRODUCTS HEAD TECH’S RESPONSE:Push that in as far as at can go. Glue it. Your sauna is good now. Everything back that isn’t being used. BELOW SEE RESULTS OF MY TESTING AS HEAD TECH INSTRUCTED ABOVE :MY EMAIL SUBJECT LINE READ: USING NEW TOP WITH PANEL INSTALLED BY YOU WITH RED SENSORY CORD SENT LATER.Testing over 1.5 days: AM and PM AM 60 min- no temp appeared 170 temp appeared when I pressed temp button then flashed off in less than 1 second and then showed 60/64 0/165- sauna beeped and turned off PM60/641/161- beeped on 1 min. then shut offDay 2 - AM60/611/160- beeped and shut offHalf sauna never reached temperature of 170 as it is suppose to. Gradually temperature is decreasing, the maximum 60 minutes only reached 1X. That’s incorrect it never reached 60 minutes at 170 temperature.   I never received a response back sense that last email to PLH Products head tech. I only received a response from Revdex.com stating the company was not going to refund me, basically leaving me with my half sauna that started out" over heating" to now "under   heating".  I do not accept this, at all. This has been the worse customer service I have ever experienced. From telling me we won’t have parts for this product for a very long time to receiving make shift parts with a difference brand name that never worked.  I want a full refund . I already gave 3 months of my time trying to work with PLH Products and that’s enough. I had asked several times if they ever got it to work I want my warranty extended from the time of my first complaint (now 3mos ago). No response.
Regards,
[redacted]

[redacted], We have had our customer team contact you directly regarding this matter. We sent you tracking, which I will also provide with you directly below. We have done everything to keep you as a satisfied client. If you feel this is so, please close this case, so we can continue to give you great customer service. Thank you![redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have already returned the parts and my credit card has refunded the money. No one has tried to contact me. I don't want to continue this process.
Regards,
[redacted]

Good Morning [redacted],Regarding [redacted]'s complaint, we have resolved this issue with the customer. We are picking up the damaged sauna and since customer already filed a charge back to her credit card, we do not owe the customer any monetary compensation.Thank you.Customer Service

Hello,Complaint Number [redacted]Name:  [redacted]The requested part was sent out on January 29th, 2015 and was received by Mr. [redacted] on February 2nd, 2015.Thank you.

To Whom it may concern,
The response was for a different customer , but we have since attempted to call and left messages to the customer and yet to get a to her for her replacement parts.

Dear Customer and Revdex.com,If shipping is such a big issue, we will wave the shipping and send out the part. That is showing we are trying to work with you. In regards to a ETA of when the parts will be shipped. We do not have an answer for that. We would love to tell you next week and keep a promise, however we are not going to do that. It could be weeks, it could be months. As soon as we know we will let you know. We are deeply sorry you sauna had a defect and we are trying everything in our power to help and to resolve this. The other times you have been promised something or told something from past employees was wrong, that is why they are no longer with the company. Please work with us, and we will work with you. We will not charge you shipping, and will send the part right when we get it. As for when they are coming in it should be middle of JULY. But once again I do not want to promise anything. That is what is supposed to happen though. Thank you for understanding.

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 if I receive my refund. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I have check with my bank, they have not seen the incoming deposit.  Please keep this compliant open until I notify that the deposit has occurred.  
Regards,
[redacted]

Hello, After our phone converstation please let me know if there is anything else we can do.I hope we helped with all your concerns. Please let us know how else we can help!

Good morning,A shipment for Mr. [redacted] was sent out on Monday, June 8th, 2015 via UPS Surepost and is listed as delivered as of Saturday, June 13, 2015.A correspondence was sent to Mr. [redacted] this morning offering a refund for his shipping charges due to the lack of communication he received. The...

message sent is as follows:Good morning, Mr. [redacted] -It has been brought to my attention that your customer service inquiry was not properly followed-up on and for that, I am very sorry. Our company has recently put a brand new customer service software platform into place and unfortunately, although your part request was shipped, the communication was dropped during this transition.Your replacement control panel was shipped out on Monday , June 8th under the name Greg [redacted] and is showing in our system as being delivered by your local post office.For your records, although late, here are both your tracking numbers for the process:UPS - [redacted] USPS - [redacted]For your troubles I am happy to refund you the cost of the shipping for your replacement control panel back to your credit card on file (ending in 7910) as a small token of compensation. You will receive an email confirmation for this transaction shortly and the credit should post on your next billing statement.Please feel free to contact me directly should you have any questions and have a great day.Sincerely,[redacted] / Customer Relations[redacted]PLH Products, Inc. Office: (800)946-6001 / Fax: (714)739-6605 6655 Knott Avenue Buena Park, CA 90620http://www.plhproducts.comThis e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not always secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. PLH Products, Inc. is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.Please let me know if there are any follow-up questions.[redacted] / Customer Relations[redacted]PLH Products, Inc. Office: (800)946-6001 / Fax: (714)739-6605 6655 Knott Avenue Buena Park, CA 90620http://www.plhproducts.comThis e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s). Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibited. E-mails are not always secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. PLH Products, Inc. is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company.