According to our last case note from 12/26/14, the sauna is performing better than expected. We are more than happy to resolve any issues you are having, we just need to know what these issues are. If you need additional assistance please call our customer support line at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. We have been trying to find out which models *** *** was offering as a replacement for our unit, but Sunlighten has been ignoring my inquiries for months.They now appear to be reneging on ***'s July offer to replace the sauna. Nevertheless, we will agree to
let them try to repair the sauna, but it must be done soon and they
have to replace everything electrical that their technician said they've
had problems with in the past. If it is not repaired to my comfort level (I'll understand what's being done because I
have a degree in electrical engineering) we will insist on a replacement or a refund. We are not waiving
any rights by allowing them to attempt this repair.In response to *** Steven's comment that "The limited lifetime warranty does not mean that our product can be returned at any time during the terms of the warrantyOur
return policy allows for the sauna to be returned within the first days of purchaseThis sauna was purchased in May of 2011":
When a manufacturer or retailer can't figure out how to fix a defective unit and then
refuses for more than months to respond to any communications despite being under warranty, it is
perfectly legitimate for the consumer to request a refund
Regards,
*** ***
We are aware of the issue with the sauna and are doing everything in our power to correct the issue. We will not stop working with this customer until the issues are resolved to the customer's 100% satisfaction.Thanks, *** ***
Sunlighten has been in communication with Mr***. We have mutually agreed to replace his sauna with a brand new model. All of the shipping timelines and instructions have been presented to Mr*** as well. We will continue to move forward with this process unless
instructed otherwise.Thanks,*** ***
[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 issues have not been resolved yet (to our 100% satisfaction) We appreciate the CEO of Sunlighten stepping in to work on resolving the issues Sunlighten has outstanding resolution actions pending We are still working with Sunlighten to get the outstanding issues resolved The sauna is still damaged and inoperable We are paying for a sauna that is damaged and does not work Sunlighten has offered to credit our credit card for at least (2) monthly sauna payments while the sauna is inoperable I don't know when this will happen.Sunlighten sent an electrician to our home to check the sauna electrical settings Based on the electrician's findings, Sunlighten shipped a replacement electrical box to our home in hopes that that would resolve the issue So far the replacement electrical box did not resolve the issue The electrician hired by Sunlighten is scheduled to return to our home on May 22nd to check the replacement electrical box installation to make sure it is installed correctly.Sunlighten has offered to ship a new replacement sauna if the electrican cannot get the replacement electrical box to work We will not close this out until we have a final resolution (an undamaged operable sauna)
Regards,
*** ***
My name is [redacted] and I filed a complaint about sun-lighten sauna earlier in the day. The company called me later in the evening and is working to resolve the issue. If possible I would like to retract the complaint. My email is [redacted] or phone...
We are more than willing to correct any issues with your sauna. Whether that means we have to send an electrician to diagnose and correct the issue, or we have to replace the sauna all together. The limited lifetime warranty does not mean that our product can be returned at any time...
during the terms of the warranty. Our return policy allows for the sauna to be returned within the first 30 days of purchase. This sauna was purchased in May of 2011.Thanks,[redacted]
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.
Our company made two very costly mistakes. First we shipped a sauna that was supposed to have been held until further notice. Most of our sauna sales are shipped immediately, so I can see where this breakdown would occur. The second was misfiling the refund form that was...
submitted. We did not catch the mistake until [redacted] pointed it out to us. Upon her notification the full refund was submitted and processed. We never tried to cover up these mistakes, we admitted our errors and apologized for them. We attempted to ease the pain by sending complimentary product for their existing saunas. If I could take these errors back, I would obviously do so. But, I cant do that. The only alternative we are left with is a full refund and gifting them some products in hopes of saving a business relationship. After doing both of those things, it appears that relationship will never be repaired.[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The statements made by the business are not accurate. #1 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.#2 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,
[redacted]
We have been working with [redacted] for quite awhile now. Most recently, we
had mutually agreed to update [redacted]'s sauna to the 240 volt system free
of charge. The total cost for us to do this is more than $3000 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. [redacted] chose to hire the
electricians to complete these repairs, Sunlighten did not authorize any
such expense. We have been producing 120v saunas for almost 20
years. We still produce 120v saunas to this day and they are actually
our best sellers. The sauna that [redacted] 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,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because the sauna is still broken. Sunlighten recommended electrician will be at our home Thursday-6/4 for a 3rd time to try to fix the sauna with the 2nd shipment of replacement parts. The first shipped part was defective. We are concerned that the sauna wiring is defective. We do not have confidence that after this next electrical repair attempt, that something else will not go wrong. Sunlighten has made one payment to the cWells Fargo credit card we opened to purchase the sauna with 12 months same as cash promotion. Their payment matched our first monthly payment in May.
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.
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.
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].
[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]
Although this process has not been the best reflection on Sunlighten we are committed to resolving as quickly as possible, but also correctly. Unfortunately, there are instances where root cause diagnosis can be difficult and it takes time to find the true solution. Taking this into consideration, we have reimbursed the customer for payments on the sauna, as well as paid for an electrician to help diagnose and fix the sauna. Our goal is to fix the current sauna, but we are also prepared to replace the sauna if we cannot achieve 100% customer satisfaction. We will continue to work diligently to resolve this case as soon as possible. Regards,[redacted]
According to our last case note from 12/26/14, the sauna is performing better than expected. We are more than happy to resolve any issues you are having, we just need to know what these issues are. If you need additional assistance please call our customer support line at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. We have been trying to find out which models *** *** was offering as a replacement for our unit, but Sunlighten has been ignoring my inquiries for months.They now appear to be reneging on ***'s July offer to replace the sauna. Nevertheless, we will agree to
let them try to repair the sauna, but it must be done soon and they
have to replace everything electrical that their technician said they've
had problems with in the past. If it is not repaired to my comfort level (I'll understand what's being done because I
have a degree in electrical engineering) we will insist on a replacement or a refund. We are not waiving
any rights by allowing them to attempt this repair.In response to *** Steven's comment that "The limited lifetime warranty does not mean that our product can be returned at any time during the terms of the warrantyOur
return policy allows for the sauna to be returned within the first days of purchaseThis sauna was purchased in May of 2011":
When a manufacturer or retailer can't figure out how to fix a defective unit and then
refuses for more than months to respond to any communications despite being under warranty, it is
perfectly legitimate for the consumer to request a refund
Regards,
*** ***
We are aware of the issue with the sauna and are doing everything in our power to correct the issue. We will not stop working with this customer until the issues are resolved to the customer's 100% satisfaction.Thanks, *** ***
Sunlighten has been in communication with Mr***. We have mutually agreed to replace his sauna with a brand new model. All of the shipping timelines and instructions have been presented to Mr*** as well. We will continue to move forward with this process unless
instructed otherwise.Thanks,*** ***
[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 issues have not been resolved yet (to our 100% satisfaction) We appreciate the CEO of Sunlighten stepping in to work on resolving the issues Sunlighten has outstanding resolution actions pending We are still working with Sunlighten to get the outstanding issues resolved The sauna is still damaged and inoperable We are paying for a sauna that is damaged and does not work Sunlighten has offered to credit our credit card for at least (2) monthly sauna payments while the sauna is inoperable I don't know when this will happen.Sunlighten sent an electrician to our home to check the sauna electrical settings Based on the electrician's findings, Sunlighten shipped a replacement electrical box to our home in hopes that that would resolve the issue So far the replacement electrical box did not resolve the issue The electrician hired by Sunlighten is scheduled to return to our home on May 22nd to check the replacement electrical box installation to make sure it is installed correctly.Sunlighten has offered to ship a new replacement sauna if the electrican cannot get the replacement electrical box to work We will not close this out until we have a final resolution (an undamaged operable sauna)
Regards,
*** ***
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 with this customer. To this point we should have resolved everything to our customer's total satisfaction.
My name is [redacted] and I filed a complaint about sun-lighten sauna earlier in the day. The company called me later in the evening and is working to resolve the issue. If possible I would like to retract the complaint. My email is [redacted] or phone...
number ###-###-####.Thank you[redacted]
We are more than willing to correct any issues with your sauna. Whether that means we have to send an electrician to diagnose and correct the issue, or we have to replace the sauna all together. The limited lifetime warranty does not mean that our product can be returned at any time...
during the terms of the warranty. Our return policy allows for the sauna to be returned within the first 30 days of purchase. This sauna was purchased in May of 2011.Thanks,[redacted]
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.
Our company made two very costly mistakes. First we shipped a sauna that was supposed to have been held until further notice. Most of our sauna sales are shipped immediately, so I can see where this breakdown would occur. The second was misfiling the refund form that was...
submitted. We did not catch the mistake until [redacted] pointed it out to us. Upon her notification the full refund was submitted and processed. We never tried to cover up these mistakes, we admitted our errors and apologized for them. We attempted to ease the pain by sending complimentary product for their existing saunas. If I could take these errors back, I would obviously do so. But, I cant do that. The only alternative we are left with is a full refund and gifting them some products in hopes of saving a business relationship. After doing both of those things, it appears that relationship will never be repaired.[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The statements made by the business are not accurate. #1 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.#2 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,
[redacted]
We have been working with [redacted] for quite awhile now. Most recently, we
had mutually agreed to update [redacted]'s sauna to the 240 volt system free
of charge. The total cost for us to do this is more than $3000 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. [redacted] chose to hire the
electricians to complete these repairs, Sunlighten did not authorize any
such expense. We have been producing 120v saunas for almost 20
years. We still produce 120v saunas to this day and they are actually
our best sellers. The sauna that [redacted] 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,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because the sauna is still broken. Sunlighten recommended electrician will be at our home Thursday-6/4 for a 3rd time to try to fix the sauna with the 2nd shipment of replacement parts. The first shipped part was defective. We are concerned that the sauna wiring is defective. We do not have confidence that after this next electrical repair attempt, that something else will not go wrong. Sunlighten has made one payment to the cWells Fargo credit card we opened to purchase the sauna with 12 months same as cash promotion. Their payment matched our first monthly payment in May.
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.
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.
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].
[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]
Although this process has not been the best reflection on Sunlighten we are committed to resolving as quickly as possible, but also correctly. Unfortunately, there are instances where root cause diagnosis can be difficult and it takes time to find the true solution. Taking this into consideration, we have reimbursed the customer for payments on the sauna, as well as paid for an electrician to help diagnose and fix the sauna. Our goal is to fix the current sauna, but we are also prepared to replace the sauna if we cannot achieve 100% customer satisfaction. We will continue to work diligently to resolve this case as soon as possible. Regards,[redacted]