Sunlight Saunas

We are continuing to work through this case with the customer As always, we will continue our efforts until we come to a mutually agreeable solution

As always we are continuing to work through this situation with the customer directly The sauna has been shipped and delivered to the customer We are hoping to have everything wrapped up by the end of this week

My name is [redacted] and I filed a complaint about sun-lighten sauna earlier in the dayThe company called me later in the evening and is working to resolve the issueIf possible I would like to retract the complaintMy email is [redacted] or phone number ###-###-####.Thank you [redacted] ***

As always we are continuing to work with this customer To this point we should have resolved everything to our customer's total satisfaction

We are continuing to work through this case with the customer. As always, we will continue our efforts until we come to a mutually agreeable solution

---------- Forwarded message ----------From: *** ***Date: Wed, May 18, at 9:PMSubject: Complaint ID: Sunligten / Retract Business Complaint.To: [email protected], My name is *** *** and I would like to provide an
update of my complaint with Sunlighten, Complaint ID: 11448894, the Customer Care Manager *** *** has validated my concerns and has provided a guarantee that I will receive my power box unit with specific wiring on Friday. I would like to retract my complaint because I feel I have been heard and a resolution has been discussed and will happen on Friday 5/20/16.Thanks to Revdex.com of Greater Kansas City for your assistance.*** ***---------- Forwarded message ----------From: *** ***Date: Wed, May 18, at 9:PMSubject: Complaint ID: Sunligten / Retract Business Complaint.To: [email protected], My name is *** *** and I would like to provide an update of my complaint with Sunlighten, Complaint ID: 11448894, the Customer Care Manager *** *** has validated my concerns and has provided a guarantee that I will receive my power box unit with specific wiring on Friday. I would like to retract my complaint because I feel I have been heard and a resolution has been discussed and will happen on Friday 5/20/16.Thanks to Revdex.com of Greater Kansas City for your assistance.*** ***---------- Forwarded message ----------From: *** ***Date: Wed, May 18, at 9:PMSubject: Complaint ID: Sunligten / Retract Business Complaint.To: [email protected], My name is *** *** and I would like to provide an update of my complaint with Sunlighten, Complaint ID: 11448894, the Customer Care Manager *** *** has validated my concerns and has provided a guarantee that I will receive my power box unit with specific wiring on Friday. I would like to retract my complaint because I feel I have been heard and a resolution has been discussed and will happen on Friday 5/20/16.Thanks to Revdex.com of Greater Kansas City for your assistance.*** ***---------- Forwarded message ----------From: *** ***Date: Wed, May 18, at 9:PMSubject: Complaint ID: Sunligten / Retract Business Complaint.To: [email protected], My name is *** *** and I would like to provide an update of my complaint with Sunlighten, Complaint ID: 11448894, the Customer Care Manager *** *** has validated my concerns and has provided a guarantee that I will receive my power box unit with specific wiring on Friday. I would like to retract my complaint because I feel I have been heard and a resolution has been discussed and will happen on Friday 5/20/16.Thanks to Revdex.com of Greater Kansas City for your assistance.*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Thanks again for your time yesterday Per our discussion, we wanted to explore the option of reassigning the complaint #*** since this product was not purchased through our company We had spoken to Mr.*** over the phone and even offered to honor his warranty, but he chose to go
the complaint route instead Please let me know if there is anything I can help with in the meantime

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The statements made by the business are not accurate. #they never offered to honor my warranty but rather insisted that I did not have a lifetime warranty. Had they offered to honor the warranty (which is what I wanted) I would have never filed the complaint. My last conversation with the customer service representatives stated that their supervisor had been notified that I disputed their denial of the warranty obligation and he would be contacting me. I waited for a week or two and when I was never contacted by email and/or phone I filed the complaint through the Revdex.com.#They state that I did not buy the sauna from them. This is inaccurate and or misleading. I bought the Sauna from an Authorized Retailer in Franklin Tn who represented Sunlight Saunas (their prior marketing name). The paperwork I provided to them clearly showed that the Sauna was dropped shipped to my home in Brentwood, Tn from CA (where the saunas arrived from China) and that Sunlight Sauna was on the Bill of Lading as the party being billed for the shipping listing their address where they still do business. This to me is prima facia evidence that I bought the Sauna from them through their authorized dealer. I think they have gone to an internet only direct sales model now and no longer have these type of retail sales offices. The dealer that I dealt with is no longer in business.I have enclosed select documents including the paperwork from the purchase from their dealer, brochures from the company furnished by the dealer, and the referenced shipping documents showing the shipment to my home from CA and that they were the party billed for the shipment
Regards,
*** ***

We have been working with *** for quite awhile now. Most recently, we
had mutually agreed to update ***'s sauna to the volt system free
of charge. The total cost for us to do this is more than $in
parts alone. Per our warranty, the only part of this process we do not
cover is the technician expense. We have a full time technical support
team that can walk any customer through any sort of repair the sauna may
require. All of our saunas are plug and play and require no more than a
phillips head screwdriver to repair. *** chose to hire the
electricians to complete these repairs, Sunlighten did not authorize any
such expense. We have been producing 120v saunas for almost
years. We still produce 120v saunas to this day and they are actually
our best sellers. The sauna that *** currently has is a 120v sauna.
We later changed the input power to 240v because it took the sauna
longer to heat up. That is the only reason we made this change. Even
though we made this change, we still produce warranty parts to support
this sauna. This sauna carries a seven year warranty that we must stand
behind. We have done nothing wrong and will continue to stand behind
our warranty 100%, because that is what ethical companies do. To state that we have operated in any kind of immoral way is completely absurd. We will continue to work with this customer until she is 100% satisfied.Thanks,*** ***

Our warranty is structured through the original purchaser of the sauna. All of our dealers purchase the sauna from us and then resell them to customers like Mr***. So as the original purchaser of the sauna, the dealer that sold the sauna to Mr*** holds the warranty. If that dealer goes out of business we will honor the warranty as if the sauna were originally purchased from us assuming that the terms of the warranty are still active. Since this sauna was purchased in early the warranty period expired in 2015. The lifetime warranty tied to this sauna covers the lifetime of the sauna itself which is a seven year time period. All that being said, we are still willing to help provide any parts that may be required for maintenance or repair to the sauna. Normally these parts would be purchased by the customer, but given Mr*** circumstance we would be willing to offer these parts to him with the only expense being the shipping fees. Hopefully that will help us all move forward.*** ***

The refund has been submitted and processed as of 3/25. The customer has confirmed the credit amount has been applied to her banking. I am including an email from the customer confirming this as well.*** ***3/25/16:
***,
I can confirm that the refund
has been deposited into my checking account. Thank you for the letter of
cancellation as well
I tried to update Revdex.com complaint
but it didn’t allow me. Can you please respond on behalf of Sunlighten
that issue should now be closed? You can provide this email as
confirmation

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We have refunded Mr. [redacted]'s money ($399) in full and sent his original control panel back to him.  His sauna is now working perfectly and should bring this matter to a close.

As always we are continuing to work through this situation with the customer directly.  The sauna has been shipped and delivered to the customer.  We are hoping to have everything wrapped up by the end of this week.

As always we are continuing to work with this customer.  To this point we should have resolved everything to our customer's total satisfaction.

Responding to your question:  Is there any warranty on the Sauna purchased in 2011?Yes, there is a warranty to replace parts for 7 years.  However, because this Sauna was designed as a 120 volt system, all the parts from Sunlighten Company do not communicate with this discontinued model...

that I own.  They now only manufacture 240 volt Saunas as they later learned that the 120 Volt Saunas cannot function in an Infrared environment.  Too much heat has to be generated and it therefore requires a 240 volt system which I do not own.  I am asking them to be responsible for selling me a Sauna that no longer exists because they found out 6 months after I purchased mine, that it was engineered wrong.  I would imagine you have other complaints from the old Mpulse 120 Volt Saunas.All the parts that they have been shipping to me in order to correct their error, have not worked.  I have only 1 electrician that knows how the Sunlighten Sauna works and he has told me that nothing will work with what I own, but he replaces parts for me anyway per Sunlighten Customer Care requests.  I now owe the electrician $2,000 and still have a Sauna that doesnt work.  It never did.Sunlighten has not been a good company of moral standing.  Thank you,[redacted]  complaint #[redacted].

Although these features seem very simple they are actually quite sophisticated and require a great deal of time to update.  We are doing all we can to update these programs as fast as possible!  We have been through several rounds of programming updates that have helped move some of these...

issues forward, but the final fix is not due to launch until early next week.  We have appreciated Mr. [redacted]'s patience and willingness to work through these issues, clearly we will due our best to make these updates available as soon as possible.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The Sunlighten asked me to remove my complaint completely if they will repair my  sauna quickly, which they did.I would like to stand by my promise and ask Revdex.com please to remove my complaint.I also want to thank Revdex.com for being such a tremendous help in resolving this problem. 
Thank you and regards, 
[redacted]