Short answer
Plunge (Reboot Labs, LLC, plunge.com) holds an F rating from the Better Business Bureau, with 20 complaints in three years and 5 unanswered. On Trustpilot it scores 3.5 out of 5 ("Average"), and 31% of 614 reviews are one-star. The most common complaints involve chiller, pump and leak failures, a one-year warranty, and slow extended-plan claims.
That is half the picture. Fifty-nine percent of Plunge's Trustpilot reviewers give five stars, and the company answers most BBB complaints. The split falls along a clear line: owners whose units work tend to love them, and owners whose units fail after month 12 describe a repair process that is slow and expensive. Owner threads on Reddit describe the same pattern.
The numbers at a glance
Plunge's public complaint record, as retrieved November 11, 2026
| Source | Measure | Figure |
|---|---|---|
| Trustpilot | TrustScore | 3.5 out of 5, labeled "Average" |
| Trustpilot | Review count | 614 total, 357 in the last 12 months |
| Trustpilot | Star split | 59% five-star, 3% four-star, 2% three-star, 5% two-star, 31% one-star |
| Trustpilot | Negative reviews Plunge replied to | 56%, typically within 48 hours |
| BBB | Rating | F, not BBB accredited |
| BBB | Complaints | 20 in the last 3 years, 12 in the last 12 months |
| BBB | Complaint status | 12 answered, 5 unanswered, 3 resolved |
| BBB | Complaint type | 14 of 20 are service or repair issues |
| BBB | Customer reviews | 1 out of 5 stars, average of 5 reviews |
Sources: Plunge on Trustpilot, the BBB business profile for Reboot Labs DBA Plunge, its complaints page and its customer reviews page.
What Trustpilot reviewers report
Plunge's Trustpilot profile is split in two. A majority of reviewers rate the company five stars, and many of those reviews thank a support agent by name. Nearly a third rate it one star.
The newest reviews lean hard toward the second group. Of the 20 most recent reviews in our capture, posted October 3 to 21, 2026, 13 were one-star and 3 were two-star. A page of 20 reviews posted September 7 to 27 held 12 one-star reviews. An earlier page covering mid-February through March 2026 was mostly five-star.
A sample of recent one- and two-star Trustpilot reviews of Plunge. Each row is the reviewer's own account, paraphrased.
| Posted | Stars | Product | What the reviewer reports |
|---|---|---|---|
| Oct 14, 2026 | 2 | Chiller | Pump failed for the third time. Paid $179 for troubleshooting, was quoted more than $700 for a technician visit, and bought a new chiller instead. |
| Oct 9, 2026 | 2 | Evolve XL, bought May 2024 | Stopped cooling in September 2026. Paid a $135 diagnostic fee. A replacement chiller was priced near $5,000, then reduced to $3,314. |
| Oct 6, 2026 | 1 | Sauna Mini, bought October 2024 | Paid $12,086.27 in total. Counts 17 support tickets, 22 replacement parts and five technician visits. Says the sauna never reached its advertised temperature and that a refund was refused on September 19. |
| Sep 26, 2026 | 1 | All-in-one plunge, under a year old | Out of service four times for multiple weeks each, and down for more than a month when the review was written. |
Chillers, pumps and leaks
Mechanical failure is the starting point of almost every low-star review. Reviewers name the chiller, the circulation pump and the filter housing most often. Several describe the same part failing two or three times. One commercial customer with three units reports two years of leaks, controller failures and repeat downtime.
Coverage ends at one year, and repair quotes run into the thousands
Many reviewers say the failure arrived after the manufacturer warranty ran out. From that point they describe paying to have the problem diagnosed, then receiving a quote. The dollar figures in the reviews are consistent with one another.
What owners say out-of-warranty repairs cost
Costs cited in Trustpilot reviews, BBB complaints and Reddit comments posted March to October 2026. These are customers' reported figures, not a Plunge price list.
| Item | Reported cost |
|---|---|
| Diagnostic or troubleshooting fee | $135 to $179 |
| Technician visit | $250 to more than $700 |
| Filter housing repair | About $1,500 to $1,800 |
| Replacement chiller | About $3,000 to $5,000 |
| Full parts-and-repair invoice reported by one Reddit owner | $5,200 |
| Paid upfront under an extended plan, before reimbursement | $795 to $5,200 |
In a June 2026 BBB response, Plunge described the $135 diagnostic fee as standard and said it is credited when the repair is completed through Plunge.
Extended-plan claims go to a third party
Buyers who paid for longer coverage report a second layer of friction. The extended plan is run by an outside administrator, which reviewers and Plunge both identify as XCover. Reviewers describe claims that sat for weeks, requests to pay for the repair first and seek reimbursement later, and being passed between the two companies. One reviewer in October 2026 said a claim moved among Plunge, XCover and a third name, Clyde, without a decision.
Reaching a person
Low-star reviews repeatedly describe support that runs through email tickets and scheduled calls. One October 2026 reviewer says they paid nearly $200 for a support call that took months to schedule. Others say calls were booked weeks out. The five-star reviews tell the opposite story about the same team, often praising a specific agent for staying on a problem until it was fixed.
What the BBB record shows
The Better Business Bureau lists the company as Reboot Labs DBA Plunge, in Lincoln, California. It is not accredited and carries an F, the lowest grade BBB assigns. BBB gives two reasons for the rating. One reads: "Failure to respond to 5 complaint(s) filed against business." The other is complaint volume, which the rating summary puts at 17 and the complaints page puts at 20 over three years.
Fourteen of the 20 complaints are categorized as service or repair issues. Twelve were filed in the last 12 months. BBB notes that complaint counts should be weighed against a company's size and sales volume, and that it does not publish the text of every complaint.
BBB complaints against Reboot Labs DBA Plunge, December 2025 to September 2026. Customer accounts and company responses are paraphrased from the BBB complaints page.
| Filed | Product | Customer's account | Plunge's response | Status |
|---|---|---|---|---|
| Sep 28, 2026 | Evolve XL Pro chiller, bought May 2024 | Three warranty repair requests and about four months of downtime. Asks for a replacement or faster action. | Says XCover administers the claim. Declines to approve or extend coverage. | Answered. Customer rejected the response. |
| Sep 28, 2026 | Commercial plunge, bought September 2024 for $9,790.50 | Leaked within months and later failed again. Asks for a full refund. | Denies deceptive conduct. Says it supplied a replacement basin and chiller at no charge and that XCover denied the claim. Declines the refund. | Answered. Customer rejected the response. |
| Jun 22, 2026 | All-In, bought September 2024 for about $9,604 | Recurring filter housing leak that began under warranty. Disputes a $135 diagnostic fee. | Calls the leak a new, post-warranty event. Later offers the replacement housing at no charge, without labor. | Answered. Customer rejected the response. |
| Mar 26, 2026 | Commercial plunge, bought November 2023 for $12,980.19 | Repeated repairs since May 2025. Chiller failed again in February 2026. Asks for a refund. | Says the extended-plan claim was approved and a replacement chiller shipped, but it did not fit and the repair was rescheduled. | Answered. Customer rejected the response. |
| Feb 19, 2026 | Plunge bought December 2023 with a five-year extended plan | Two pump housings replaced and the wrong chiller sent. Says Plunge stopped responding. | Says the repair is being coordinated under the extended plan. No replacement or refund offered. | Answered. |
| Dec 30, 2025 | Sauna Mini, delivered December 1, 2025 | Says the sauna swelled and separated after its first rain and no longer heats properly. Says the claim was denied without an on-site inspection. Claims losses above $13,000. | Cites weather and installation exclusions. Offers replacement parts at cost plus shipping. | Answered. Customer rejected the response. |
| Dec 21, 2025 | All-In | Says the unit was non-functional for nine months. Asks for a refund or a new unit. | Says a pump and back-flush repair under the extended plan resolved the issue. Declines a replacement. | Answered. |
| Dec 16, 2025 | Plunge in a remote location | Water pump failed. Says no authorized technician is available nearby. | Offers parts at no charge and remote support. Later says the unit is outside the manufacturer warranty and the plan administrator does not cover the location. | Answered. Customer rejected the response. |
Four older complaints on the page, filed May to December 2024, are marked unanswered. They describe an XL Pro bought for $8,025.54 with 11 logged complaints and repairs, a failed circulation pump followed by five wrong replacement parts, a chiller that had not shipped 11 weeks after purchase, and a tub the buyer measured at about 75 decibels. BBB also hosts five customer reviews of Plunge, posted May 2024 to August 2026. All five are one-star.
What Reddit owners report
Three Reddit threads carry the same themes in owners' own words. Two are in r/coldplunge, both posted around March 2026: Beware the "Plunge" brand! and Do NOT buy from PLUNGE brand. Together they drew more than 80 comments, and the newest comment we saw was about a week old. The third, Plunge Sauna - Do NOT buy!, is about a year old and sits in r/Sauna with 34 comments.
The first poster says a tub and Pro chiller that cost nearly $10,000 stopped chilling nine months in, inside the one-year warranty. They describe a support process run entirely by email, with a day or more between replies and repeated requests to re-shoot photos and videos, and say they feared the warranty would lapse before a fix arrived. The second poster describes the same loop, plus waits of weeks for replacement parts, and argues the delay is deliberate. That is the poster's opinion. Nothing in either thread documents intent.
First-hand accounts from the comments
- An All-In owner of about 30 months says they are on a second tub that has needed six or seven repairs, each taking the unit down for about a month, and that they reached a person by phone once in more than 50 requests. Around July 2026 the same owner reported a $5,200 parts-and-repair invoice that the extended-plan administrator wanted paid first and reimbursed later.
- An All-In buyer from January 2025 says the chiller failed within two weeks of first use, the replacement never reached the advertised temperature and failed about 11 months later, and Plunge then said the one-year warranty ran from the original purchase. The price quoted for a third chiller was $3,000.
- A Plunge Air owner reports two chiller replacements in the first 15 months, one under Plunge's warranty and one through the extended plan.
- One owner says they went through four Evolve Pro chillers, two of which arrived broken.
- An owner on a third chiller says Plunge honored a five-year warranty for three years, then said it had no record of it and suggested a third-party chiller for about $1,700. The same commenter says a small claims court awarded them $5,000 and that Plunge appealed. We have not verified that outcome.
- A buyer who spent $8,000 says the chiller failed after 75 days, followed by 60 days of email, a 45-day wait to speak with a person, and a denied warranty claim.
- A commenter writing in early November 2026 says a chiller failed under warranty, the claim was routed to the extended-plan administrator, and a month passed without a response.
- Three owners say claims begin with a request for proof that filters were changed every month. Plunge's warranty does list a 30-day filter schedule as a condition of coverage.
The sauna thread
The r/Sauna thread concerns the Sauna Mini. The poster paid about $11,000 and says the glass door would not close because a frame member warped, and that support asked for level-and-square photos to prove it. Four other owners in the thread describe the same door problem, and one says the sauna cannot keep up with East Coast winter temperatures. A Sauna Mini owner in one of the r/coldplunge threads reports two hours to reach 170°F. One Sauna XL owner in the r/Sauna thread reports no problems at all.
A fourth thread, a buying question posted in r/Sauna around January 2026, is mostly opinion from people who do not own the product. Commenters there criticize the Plunge sauna's design and price. One, who says he has used a friend's unit more than 20 times, writes that it assembled easily and has held up well over a few years.
The threads are not uniformly negative. The 30-month All-In owner also writes that Plunge does eventually fix problems, that the tub and app are among the nicest available, and that replacement parts appear to be improving.
Two posters also claim that Plunge does not publish negative reviews on its own website. We could not verify how Plunge moderates on-site reviews. The on-site and third-party ratings are reported side by side further down.
Reddit accounts are anonymous, and we could not confirm ownership. Several replies in these threads promote rival cold plunge brands, and one account identifies itself as a competing seller. We used only first-hand ownership accounts and left out claims about Plunge's finances, suppliers and safety certifications that the threads do not document.
Two reviewers allege a review-for-service offer. Plunge denies it.
A one-star Trustpilot review dated January 28, 2026 says a support employee offered to honor an extended warranty if the reviewer changed earlier reviews to five stars. The same reviewer says they had won a credit card dispute over a Plunge sauna. Plunge answered on the page: "We do not condition warranty support on 5-star reviews."
A second one-star review, dated October 8, 2026, makes a similar claim. That reviewer, six months into waiting for a chiller, says a representative offered an immediate fix in exchange for a five-star review. No reply from Plunge appeared under that review in our capture.
Neither claim is documented on the page beyond the reviewer's own account. We could not verify either one, and Plunge has denied the first.
What Plunge says, and where it does well
- Most reviewers are satisfied. Five-star reviews make up 59% of the Trustpilot profile. Trustpilot's own summary of recent reviews credits the product's comfort, appearance and recovery benefits and calls the service record mixed.
- Some bad experiences end well. One reviewer updated their review in October 2026 to credit Plunge for installing a second-generation chiller retrofit after two months without a working unit. A verified five-star reviewer the same month described two failed chillers that Plunge's technician kept returning to fix.
- Plunge says extended-plan decisions are not its call. In Trustpilot replies and BBB responses, it states that XCover is a separate company that makes coverage and payment decisions.
- It answers most BBB complaints. Twelve of 20 are marked answered and three resolved. Its responses cite a full refund in one December 2025 sales complaint, and a replacement basin, chiller and parts supplied at no charge in others.
- The hardware has changed. Plunge now sells a second-generation All-In, and its product page describes the new chiller and filtration system as its most reliable yet. Many of the dated complaints involve units bought from 2022 through 2024. Some recent reviews describe failures on units less than a year old.
One contrast is worth knowing. When we checked, Plunge's All-In product page displayed a 4.9 out of 5 rating from 117 reviews, none below four stars. That figure covers one current product on Plunge's own site. Trustpilot and BBB cover the whole company, including older models.
How Plunge's warranty works, in its own documents
Most of the complaints above trace back to how coverage is structured. Plunge's help center lays it out.
- One year from delivery. The All-In residential limited warranty covers the shell, equipment, plumbing and purification system for one year, with no charge for parts or labor on a covered defect. The insulating cover is excluded.
- Conditions that void it. The listed voiding actions include commercial use of a residential unit, not changing the filter at least every 30 days, adding ice to the tub, and not connecting the unit to the Plunge app and keeping its firmware current.
- 90 days on a repaired part. Plunge's warranty path guide says a repaired or replaced component is covered for 90 days, on that component only.
- Extended plans are decided elsewhere. Plunge's extended protection claims page tells owners to file with the plan administrator and states: "That administrator decides claim coverage and reimbursement under your plan." An owner may pay for the repair and seek reimbursement, and the page says neither approval nor reimbursement is guaranteed.
- Out of warranty, repairs are paid. Plunge may offer paid diagnosis, parts and service, with a quote before work begins.
One BBB complaint shows how this can surprise a buyer. A customer who bought in November 2022 says a five-year plan was presented as Plunge's own warranty. Plunge's January 2026 response said the manufacturer warranty is one year and the five-year coverage was an extended plan administered by a third party.
Questions to ask before you buy any chilled cold plunge
- What does the manufacturer warranty cover after month 12, and who performs the repair?
- Who administers the extended plan, who decides claims, and do I pay first?
- What are the out-of-warranty prices for a diagnostic, a chiller, a pump, a filter housing and labor? Ask for them in writing.
- How do I reach support by phone, and how long is the wait for a technician in my ZIP code?
- Which conditions void the warranty? Check the filter schedule, app requirements, ice and placement rules.
- For a business, which commercial warranty applies, and which local health approvals are my responsibility?
Bottom line
Plunge is an established brand with a large base of satisfied owners. Its public complaint record is also real and current: an F from the BBB, 12 complaints in the last 12 months, a run of one-star Trustpilot reviews through October 2026, and Reddit threads where owners describe the same failures. The complaints share a shape. A chiller, pump or filter housing fails, the one-year warranty has ended or an outside administrator controls the claim, and the owner faces a wait, a four-figure quote, or both.
If you are considering a Plunge, the record argues for pricing in the extended plan, reading who decides its claims, and getting out-of-warranty repair prices in writing before you order.
How we checked, and the limits
- We read Plunge's Trustpilot profile, its BBB business profile, complaints pages and customer reviews page, and Plunge's published warranty documents on November 11, 2026.
- The Trustpilot capture we retrieved showed reviews through October 21, 2026. A second capture the same day showed a TrustScore of 3.4 across 623 reviews. Scores and counts move as reviews post, so check the live profile.
- Dates are the posting dates printed on each site. Regional versions of Trustpilot can display the same review a day apart.
- Reddit threads were read from saved copies of the posts and comments, captured November 11, 2026. Reddit shows relative dates, so months given for Reddit posts are approximate.
- Reviews, complaints and posts are customers' accounts. We paraphrased them, did not name reviewers, and did not verify their claims. Where Plunge replied, we included its position.
- We did not test any Plunge product for this article.
Sources
- Trustpilot: Plunge reviews. Retrieved November 11, 2026.
- Better Business Bureau: Reboot Labs DBA Plunge business profile. Retrieved November 11, 2026.
- Better Business Bureau: Reboot Labs DBA Plunge complaints. Retrieved November 11, 2026.
- Better Business Bureau: Reboot Labs DBA Plunge customer reviews. Retrieved November 11, 2026.
- Plunge Help Center: Plunge All-In Residential 1-Year Limited Warranty. Retrieved November 11, 2026.
- Plunge Help Center: Which Warranty Path Applies. Retrieved November 11, 2026.
- Plunge Help Center: Extended Protection Plan Claims. Retrieved November 11, 2026.
- Plunge: All-In product page. Retrieved November 11, 2026.
- Reddit, r/coldplunge: Beware the "Plunge" brand! Posted about March 2026. Saved copy read November 11, 2026.
- Reddit, r/coldplunge: Do NOT buy from PLUNGE brand. Posted about March 2026. Saved copy read November 11, 2026.
- Reddit, r/Sauna: Plunge Sauna - Do NOT buy! Posted about 2025. Saved copy read November 11, 2026.
- Reddit, r/Sauna: Plunge sauna buying thread. Posted about January 2026. Saved copy read November 11, 2026.
This article was produced in connection with Sun Home Saunas, a competitor of Plunge. HomeSauna.com earns no commission from any link on this page. Corrections: if a figure here no longer matches its source, the source controls.
FAQs
What is Plunge's BBB rating?
Plunge, listed as Reboot Labs DBA Plunge, has an F rating from the Better Business Bureau and is not BBB accredited. As of November 11, 2026, BBB lists 20 complaints in the last three years, 12 of them in the last 12 months, and 5 marked unanswered.
What is Plunge's Trustpilot rating?
Plunge has a TrustScore of 3.5 out of 5, labeled Average, across 614 reviews in the capture we retrieved on November 11, 2026. Fifty-nine percent of reviews are five-star and 31% are one-star. Plunge had replied to 56% of its negative reviews.
What do Plunge customers complain about most?
Across recent Trustpilot reviews, BBB complaints and Reddit threads, the most common subjects are chiller and pump failures, leaks at the filter housing, repair costs after the one-year warranty ends, slow extended-plan claims, and difficulty reaching support by phone.
How long is the Plunge warranty?
Plunge's residential All-In limited warranty runs one year from delivery and covers parts and labor for defects. A repaired or replaced component carries 90 days of coverage. Longer coverage comes from an optional extended protection plan run by a third-party administrator.
Who handles Plunge extended warranty claims?
A third-party plan administrator, not Plunge. Plunge's help center says the administrator decides claim coverage and reimbursement, and its public replies name XCover as that company. Reviewers describe waiting weeks for decisions and, in some cases, paying for repairs before seeking reimbursement.
Is Plunge a legitimate company?
Yes. Plunge is the trade name of Reboot Labs, LLC, a California-based company that sells and ships cold plunges and saunas and answers many complaints in public. The record shows a concentration of complaints about failures after the first year and about how repair claims are handled.