Superior Sauna & Steam Mfg.

Superior Sauna did in fact sell a sauna heater to [redacted] on March It was sized according to manufacturer’s specifications and information provided by the person who purchased the heaterThis is a great heater that is commonly put into smaller commercial saunas all over the worldQuestions in April were for forwarded to the manufacturerWhen we were contacted in August we again referred [redacted] to the manufacturer, Saunatec (Helo/Tylo), as that is the procedure to ensure that the purchaser can troubleshoot any issues with the best technical support available and warrantied items can be taken care of as soon as possible We at Superior Sauna thought that any heater problems had been resolvedAfter the February contact we have taken the initiative to ensure that proper communications are occurring between [redacted] and SaunatecSaunatec is working with an electrician next week to see what the issue could possibly beTechnical support at Saunatec is processing the reimbursement for the original electrician billThey state they had no bill on file to be paid until [redacted] recently sent them a copyWe will check in next week with [redacted] and [redacted] at Saunatec to ensure that this problem will be solved

Superior Sauna is aware of issues Mr [redacted] has with the sauna heater and has worked diligently to help him contact the manufacturer and continue investigating any possible problemsCommunication between [redacted] , the heater manufacturer, & our customer is still ongoing to resolve the issue Superior Sauna will monitor the situation closely and update this complaint log when resolved Thank you

Company has offered the consumer a refund however consumer has not contacted the company back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Superior Sauna appears to be absolving themselves from any responsibility for selling me a product that has proven to be defective and in need of repair or replacement. I did not pay the manufacturer for the product, I paid Superior Sauna for the product from their online store. Additionally, Superior Sauna does not post or provide a copy of the manufacturer's warranty as required by federal law. I believe Superior Sauna should do more than just "monitor" the exchange between myself and the manufacturer and take a more active role in resolving this issue, to include paying any costs not covered by the manufacturer's warranty.
Regards,
*** ***

Superior Sauna did in fact sell a sauna heater to [redacted] on March 2014. It was sized according to manufacturer’s specifications and information provided by the person who purchased the heater. This is a great heater that is commonly put into smaller commercial saunas all over the...

world. Questions in April 2014 were for forwarded to the manufacturer. When we were contacted in August 2014 we again referred [redacted] to the manufacturer, Saunatec (Helo/Tylo), as that is the procedure to ensure that the purchaser can troubleshoot any issues with the best technical support available and warrantied items can be taken care of as soon as possible.  We at Superior Sauna thought that any heater problems had been resolved. After the February 2015 contact we have taken the initiative to ensure that proper communications are occurring between [redacted] and Saunatec. Saunatec is working with an electrician next week to see what the issue could possibly be. Technical support at Saunatec is processing the reimbursement for the original electrician bill. They state they had no bill on file to be paid until [redacted] recently sent them a copy. We will check in next week with [redacted] and [redacted] at Saunatec to ensure that this problem will be solved.

Superior Sauna is aware of issues Mr. [redacted] has with the sauna heater and has worked diligently to help him contact the manufacturer and continue investigating any possible problems. Communication between [redacted], the heater manufacturer, & our customer is still ongoing to resolve the issue....

Superior Sauna will monitor the situation closely and update this complaint log when resolved.
Thank you.

Review: On March 14, 2014, a sauna was purchased for commercial use. An extensive, by phone, conversation was had about our specific needs before ordering the product based on our typical user, the location of the sauna, and issues we had in the past with other saunas. The saleswoman, [redacted], assured us that this unit would be perfect for what our intended use was. She said this Sauna would be the best sauna for commercial use. On April 10, 2014, the sauna stopped working. We were able to trouble shoot with the manufacture on the phone and it worked for a few more months but broke again on August 10, 2014. After contacting Superior Sauna, they referred us to a third party. After much debate, we were finally able to get the third party, SaunaTech, to drop ship the warrantied parts, but we were stuck with the $200.00 labor bill for the installation. We used an installer that SaunaTech recommended to ensure this wouldn’t happen again. The Sauna was not fixed until late December 2014 and by February 23, 2015 it was broken again. Again, we have to incur the charges for a licensed electrician to come out and look at it, at our cost, to determine the issues with it. The warranty is still valid, yet because there is no licensed dealer in the area, they won't cover labor. We called their recommended electrician [redacted] and they will not return our calls.

The fact that they don’t have a licensed, authorized dealer in the area to deal with warranty issues should have been disclosed to us before purchasing. Also, SaunaTech mentioned after multiple emails and phone calls, that this unit has a lot of issues with commercial use. He said that is why they only warranty the parts for 1 (one) year for commercial use and 5 (five) years for residential use. So why did the saleswoman say it was a great sauna for commercial use, if the manufacture told us that it has a lot of complaints when it is used in commercial facilities? Third, we bought the sauna from Superior Sauna, not Sauna Tech, so why do we have to argue and negotiate with a third party? Shouldn’t Superior Sauna organize that with SaunaTech?

The sauna has been out of commission for over 4 months in the first year due to faulty, warrantied parts. This has led to multiple customers being very unhappy and we are losing business because of it.Desired Settlement: I would like a completey new unit as this one has broken many times. If this is not possible, I would like a full refund so I may purchase a different, commercial sauna.

Business

Response:

Superior Sauna did in fact sell a sauna heater to [redacted] on March 2014. It was sized according to manufacturer’s specifications and information provided by the person who purchased the heater. This is a great heater that is commonly put into smaller commercial saunas all over the world. Questions in April 2014 were for forwarded to the manufacturer. When we were contacted in August 2014 we again referred [redacted] to the manufacturer, Saunatec (Helo/Tylo), as that is the procedure to ensure that the purchaser can troubleshoot any issues with the best technical support available and warrantied items can be taken care of as soon as possible. We at Superior Sauna thought that any heater problems had been resolved. After the February 2015 contact we have taken the initiative to ensure that proper communications are occurring between [redacted] and Saunatec. Saunatec is working with an electrician next week to see what the issue could possibly be. Technical support at Saunatec is processing the reimbursement for the original electrician bill. They state they had no bill on file to be paid until [redacted] recently sent them a copy. We will check in next week with [redacted] and [redacted] at Saunatec to ensure that this problem will be solved.

I have been working with SS for several weeks, first ordering, then receiving the goods, then interacting with them when a discrepancy arose. First what I received from them is excellent, beautiful material. I did my research on price and their prices are reasonable. I contacted them about missing parts and they got back to me right away with a promise of replacements, taking my word for what was missing.

As a result, I am very pleased.

Purchased a sauna from Superior Sauna Late February 2015-from their internet site-it was delivered to my driveway within 3 weeks as stated, was assembled by my carpenter, with some help from the Sauna people via phone. I had trouble with the sauna heater the 1st week- talked with [redacted] from SS -she gave me some advice to tweak the heater and it worked... this company did everything they said and I highly recommend Superior Sauna.

Review: Superior Sauna sold me a defective product. I ordered a [redacted] Mfg Ultra Natural Gas 240FC sauna heater from them on April 23, 2014. The heater was subsequently installed by a certified plumber. The heater did not function properly from the very beginning. All efforts to fix the defective problems associated with the heater have failed. The sauna addition I built was specifically designed to accommodate a natural gas heater, so the the entire project is now of no use to me and I have suffered a substantial loss.Desired Settlement: I am seeking to have the sauna heater repaired or replaced to a fully functional unit, by a certified professional, at no cost to me.

Business

Response:

Superior Sauna is aware of issues Mr. [redacted] has with the sauna heater and has worked diligently to help him contact the manufacturer and continue investigating any possible problems. Communication between [redacted], the heater manufacturer, & our customer is still ongoing to resolve the issue. Superior Sauna will monitor the situation closely and update this complaint log when resolved.

Thank you.

Consumer

Response: