Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In less than a year we replaced most of the hoses and most fittings because they had failed, leaving water damage. We also replaced several plastic item because they were mis formed by heat from the sauna. By year 2 the remaining hoses and fitting were replaced along with sealing around the control panel other item on the front glass panel because they had failed and were leaving water damage. At the parts store we were told the hoses were rated for 70 degrees, not really hot water so we replaced them with the correct hoses for higher temp ratings. Many item rusted and failed which is odd since they were being used in an item meant for water. Water also comes right though the door gaskets and they appear fine by visual evaluation. We extensively checked the base for hair like cracks and damage and found none. The corner gaskets are pulling away from the glass allowing for water to run right out. After hours of examining and assessing we figured out that along with the other issues, the foam sealed has failed to prevent water from leaking out along with the side gaskets allowing considerable amounts of water to pour out causing water damage. There doesn't seam to be any capability of holding water. Side note: The drain it not leaking at all. We love our steam shower, but don't understand why it isn't built with to be water, heat and moisture proof since this is its function.

  

  Business Response

  Date: 01/10/2023

  In Response to the complaint made by our customer **** *******. The customer bought the shower in July of 2020. In 2021 our records show she ordered some parts but doesn’t look like any assistance was asked for. Then the next communication was Dec 2022 with claims that the shower leaks everywhere and they replaced a bunch of parts. It appears they replaced with parts sourced from somewhere other than our company. Customer mentions several problems and says the shower is leaking everywhere. We were baffled by this because if the shower is installed properly its impossible for it to leak where the customer is saying its leaking. I question the install because customer sent me a photo of a hose that was twisted. Customer stated that the hose came that way. The hose shouldn’t be twisted and if it came that way its not right and whoever installed the shower should have straightened it out or called us. Customer states several times that hoses failed. These hoses are not under pressure and would be almost impossible for them to fail.  Also, a claim is made about the steam drain hose only being rated for 70 degrees. We have no idea where they came up with that and the hose is not plastic it’s made of neoprene which can handle the water temperature over 200 degrees. There was no need to replace it. All of our steam showers are ETL approved which means so are the hoses. We have been using the same hose for 17 years! Customer made several claims of rusted parts. I immediately emailed customer asking if they have well or hard water and she stated yes, they have well water. I grew up with well water and its horrendous what it does to your plumbing and laundry. We can’t do anything about the rust but we can provide solutions for the so-called leaks and proper use of the gaskets. For example, there is a door sweep on the bottom of the shower door that I would like to see because if its going the wrong way water will get out. The door also has 2 magnetic gasket that stick together securing the door shut. If that’s installed properly no water can get out. In Dec 2022 customer ordered and paid for several parts without asking for assistance and if they were faulty, they would be covered under our warranty. As a resolution our company is willing to work with the customer to make sure the parts are in the proper place and would be willing to refund the recent parts purchase which was $280.95. However, the customer needs to send us full pictures of the shower from the front and some of the inside. (no close ups please)

  Customer Answer

  Date: 01/18/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Here are some of the pictures of the water damage. The supply hoses (metal ones) to the steam generator and the steam generator are the only leaks left and we simply aren’t running it since there was so much damage from the base and other hoses that were replaced. Well, besides any left over leaks from things that are installed through the glass and the spicket things where you use citric acid to clean it out. I can’t show you the leaks in the base because after asking for help and you didn’t reply we bought some ******* sealant and sealed the base and the side seals where the water was going under them because they were curled up. After a few attempts we got the leaking to stop except when we use the steam generator and we simply stopped using it. (I have to find alternative ways to get steam as I am getting sick without it) We aren’t trying to be unfair, we just want this settled. I am sure next you will say the warranty is void because we did caulked it, it was useable and now we can at least take a shower. (Oh, you will see caulk in the front section, that was because the water was coming under the main tray area and spilling over)  It’s a nice steam shower but there too many isuses including a steam generator half the size it should be for the square footage. We aren’t scam artists, we both have awesome credit scores , my husband has a job and I homeschool our 5 boys adopted from foster care. All we are asking is for you to be fair.
  
   
  
  Blessings,
  
  ****

  

  Business Response

  Date: 01/27/2023

  Hi we can not defend ourselves from lies or faulty installation so we will not offer any other resolution. After 16 years of business and A 1 rating with the BBB we cant help customers who dont want to work with us or follow instructions.Tell us why here...