Premium SaunasReviews on record for premiumsaunas.com

Can always get a live person when calling. Also, tech support answered questions thoroughly.

I am sorry for the long post, but for anyone looking to purchase, you need to be fully informed. I purchased the Auroom Cala Glass Cabin 59/71 and the HUUM Drop Series 6.0kW heater. The purchase was from the start, including delivery, was a disaster. The delivery truck delivering the sauna had a lift that was too small for the sauna itself. It took them hours to try to deliver it and when they tried to lower it, it rolled right off and bounced off the ground. I told my wife to refuse the delivery, but they couldn't get it back on the truck. I called premiumsaunas.com and they said to accept it and if anything was wrong we could return it or they would replace it. Shockingly, nothing was broken from what I could tell. While assembling the sauna, we hired a licensed electrician who has done lots of extensive work for us in the past, both commercial and construction/remodeling. The directions were not specific to our sauna and where to put certain things like the sensor were ambiguous. Because of this, my wife and the electrician called for help. They told us where to install the sensor, and they were wrong. They told us we didn't need the door sensor and they were wrong. When my wife asked if the wood cage/guard around the heating element was too close, they laughed at my wife. Saying that it wasn't too close. It turns out it was too close, by 2" and was a significant fire hazard. To solve that problem they sent me another one that was the proper size, it went from being a full cage protecting from the heating element, to a small piece of wood that goes around the top. I was absolutely in total disbelief that they laughed at my wife and really put my wife and children at risk. The next problem with that situation is that I now had holes in the wood. I am sorry but when I spend 14k on a sauna, I want it to look good and not have a bunch of holes in the wood, inside the sauna. I was concerned about mold inside of the sauna and in the insulation. They provided me with wood putty and paint to cover it. I was concerned about off gassing but I guess that's better than mold. I learned that almost 2 months later. The door had a huge gap at the top and heat significantly was pouring out into our gym. It made the gym almost too hot to work out in. It took almost 1.5 hours to heat up the sauna to 185 degrees and also the gym itself was 85 degrees. The agent told me that it's good to work out in a warm gym. That may be true, but I bought a sauna for the heat, and I did not want to work out in a hot gym. Part of the problem is that the door was bowed. It spoke with several agents, FaceTimed, sent in videos multiple times, bought newer tools to prove it was bowed. After spending about 10 hours on figuring it out, they finally agreed that the door was the problem and sent me a new one. However, that was after they said that these come from Estonia and that the people of Estonia take the month of August off, so I may not get help for a little while. I got the new door and that did help. I had to cut an extra piece of wood to prevent air flow from coming out at the top. They suggested hanging a towel on the top of the door. They also suggested plugging the air vents with towels. The next issue is that the lights do not work with the app. They claim it does, but it doesn't. I have to use a button inside the sauna to turn the lights on. If power goes out, I have to get a ladder out, go to the top of the sauna, and flip a switch for the lights to work. It is so goofy. The light would not dim. I spent a long time and at their request had the electrician to come back to fix that, fix the sensor that was in the wrong spot and to look at all of the wiring. I spent more money and the lighting equipment they gave me was faulty. They sent me new equipment and it now it works, but not with the app. As far as compensation for our issues, premium saunas offered us $500. I spent dozens of hours on this, and paid more to our electrician for the extra work. Auroom which is Bathing Brands, has not responded to any communication. Initially, they were the ones that gave us all of the bad information with the install. I have left 5 or 6 messages with them, spoken to two agents and was assured a call back. I have heard nothing. I would avoid them at all costs. They do not stand by their product and you are paying for a premium product and are getting a discount product.

Customer service picked up the phone on the second ring and was able to answer a few clarifying questions. They then sent me a custom quote and it was easy to complete my purchase. My heater arrived in well cared for box by FedEx. We have not installed the heater yet, but it looks like everything is in order for when the sauna itself arrives.

Premium Saunas supported our project in an outstanding way! Questions with shipping were not only answered over the weekend, connecting with the shipping company resulted in a solved case before a problem even began. Thanks, anytime again!

Customer service and communication were next level. I would use them again and they come highly recommended.

Carlos and the staff at PS did a great job reaching out after my purchase! I ordered a wood fired hot tub and it was shipped in a timely manner, as well as very easy to setup. The instructions for setup were pretty vague and missing some steps; but overall it was mostly straightforward.

Best price and outstanding service from the first call. Had a few special requests and a hiccup or two along the way. The team was incredibly responsive during and after the sale. Addressing concerns immediately. Truly great overall experience.

I had a phenomenal experience with Carlos and his team at premium sauna. They answered all questions promptly and made the process easier than I ever thought possible. Delivery was prompt and customer service unparalleled. Five stars.