Andrea
Disappointed
UPDATE: 9/4/25 Strangely, I received a call from Health Mate inquiring about my negative review. I explained the situation and the gentleman kept arguing with me about the purpose of my review. The purpose (which I mentioned initially) was to let the public know there is NO SERVICE NETWORK. He told me on the phone call that there THERE IS NO SERVICE NETWORK. I am not trying to undo the purchase of this sauna (which I purchased in beautiful working order from a local. I am not even trying to get it fixed any longer...because there are no service technicians to hire to assist me. I am warning the public that once they are out of warranty on this costly item they will not be able to service it. Period. He spoke to me so strenuously that I ended up having to terminate the call. I asked why he called and he said that I reached out to them by way of my review. He seemed quite upset by it all. Very strange indeed. More reason to avoid. I cannot stress this enough....do not purchase this company's sauna. There is zero support when (not IF...when) something goes wrong. There is no one to help. They will force you through all kinds of hoops to get something fixed and in the end, there is NO service network. Please hear me, we are not expecting anything for free. We would LOVE to pay someone knowledgable to come out and fix this fairly simple but ridiculously expensive piece of equipment...but service technicians do not exist. I am a functional medicine clinician/family practice provider and regularly recommend sauna to my patients. But I cannot, in good conscience recommend this company. Ultimately, after my experience with them I have to conclude that they are simply a company that exists to make money on the front end (and will pester you endlessly once you express interest in their products) and then wash their hands of you when you need help.
Response from Health Mate Infrared SaunaSep 4, 2025
We sincerely apologize for the unprofessional phone interaction you experienced. That did not reflect our company values. To clarify: you purchased a used sauna from a third party that developed issues. We would love to help get it operational. Since this used unit isn't under warranty, you would need to hire a local handyman who can then work directly with our tech support over the phone - we'll walk them through the entire repair process. For warranty units purchased new from us, we cover technician costs, but for used units, customers cover the handyman while we provide technical guidance and parts. Our team is ready to provide detailed phone support to any technician you hire to ensure proper repair.