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:01/10/2024

  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.

  i purchased my stairmaster over 2 months ago and i still have not received it. to be ******* clear- i paid the entire amount in full thousands of dollars $$$$$$$$$$$. i dealt directly with *** and ***** ( who turned in to a ghost after i asked where my unit was) again do not buy here- they will ask for payment in full- then never deliver - classic case of not having the money to buy your order so they rely on you to give them a loan to buy it and then someday ship it to you. i am real custmer - do not write back and say you want to help-you have been saying you would help in countless texts and emails- we are well past you trying to save any face.

• Initial Complaint

  Date:01/10/2024

  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.

  On December 15, 2023 I purchased a Spirit Fitness CRS800S Recumbent Stepper for $3,687. Total Body Experts offers Free Shipping to Curbside and Free Shipping is documented in the ****************** governing my transaction, but I was charged $287. When I sent an email to the Salesperson and General Manager, ***** regarding this issue he never responded nor did he return my phone call. Also, ***** was adamant that I would receive my unit within 7 to 10 business days. It has been 8 business days and my merchandise has not even shipped yet. Lastly, ***** promised that I would receive 3 referrals for local businesses that would provide "white glove" services and take my CRS800S Recumbent Stepper from my garage, assemble it and place it in my home. I received 2 referrals whom I requested a quote from and neither has replied.After posting a review online with the aforementioned details, I was asked to contact *** in ***************** *** offered a $25 credit to the Shipping to Curbside fee of $287 that I was charged in error. He stated my equipment was scheduled to ship yesterday, but did not have confirmation that it did indeed ship. He said confirmation takes 1 to 2 business days. For the referrals provided to assemble the equipment he said both companies provided to me are closed for the week and will not open until after the New Year.Can you assist with this transaction and ensure I am not charged $287 for Shipping Curbside? And intervene to obtain a realistic time frame for delivery?Any help resolving these matters would be greatly appreciated. ***********************

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair 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.

  I placed an order on 2/7/23 for a stair master totaling $4,874. They told me I would receive my order no later than 28 days. It is now way past *********************************************************************************** $9,748 ! *** reached out multiple times they tell me theres nothing they can do as far as ************** representative even told me its not thier problem no one has an explanation as to why Im being charged almost double ! I need this to be resolved asap ! Im very stressed over this and panicking I will not get my money back , I just want a refund at this time . Im sorry I ever got involved with total body experts .

• Initial Complaint

  Date:12/10/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased upright bike ********************, model XXXXXX, Serial #XXXXXXXXXXXXXXXX invoice ********** on Nov. 21, 2022 from Total Body Fitness, XXXXX ****** ******* ********** ** XXXXX for ******* I received and built this bike Dec. 9, 2022. I found the bike doesn't work when plugged in. I reported it to the company Dec. 9 in accordance with their return policy which doesn't say what their policy is for products not working. I rechecked the three electric connections to the console to confirm the console doesn't light up. I called *** at 5:20 EST to let them know their product isn't working, saying I want a return authorization # with instructions how to return it. After not hearing back from *********, I called again at 6:20 pm EST. Salesman ***** reiterated how great the bike is and why do I want to return it. After waiting another half hour, I called and spoke to ***** at 6:50 EST who said he would contact ********* who never got back to me. Instead I got an email at 6:29 EST for a Service Photo Request requesting photos and their parts-and-service technician will diagnose my service issue. I told them I want to return the bike several times. It's not just the console wire that could be faulty. Wire runs up from the main body and wires are in the handlebars. I left a phone message that due to their lack of calling me, I'd be contacting *** to get my issue resolved. I've taken pictures that show the body wire, the two handlebar wires and the console. The handlebar end-caps don't fit snug, they have an open gap that shows poor workmanship. Seeing scuff on handlebars, fat black wire, scrape by the serial number, and non-working console and bike, I suspect this is not exactly new.

  Business Response

  Date: 01/18/2023

  Consumer Response /* (2000, 6, 2023/01/13) */ I would like to close the case because I got the bike to work, no fault of the company. My apologies!

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair 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.

  On 9/2/22, I purchased a Spirit CIC800 exercise bike from Total Body Experts, for $15860.00 in total. I am a cancer patient, and I need the bike because the medication I take is deteriorating my joints. I told the sales person that I could not assemble a bike, and he promised repeatedly that, if I paid an additional $300, the bike would be fully assembled and placed in my home. After I paid over $1580, Total Body sent an email stating that the bike would only be dropped off in a crate on my driveway, and to have it moved into my garage--not my home--was an additional $200, and to have the bike taken out of the crate was an additional $150. Total Body also stated I would be charged somewhere between 10-20% (around $300) if I cancelled my order. Total Body sent an email on 9/20/22 stating the bike would "ship to me" before 9/26/22, they would email the tracking number, and the carrier would call in 3-5 days. I received no call or tracking number. I emailed Total Body and they said they would respond, but did not. Total Body committed fraud and made material misrepresentations when they sold me the bike. Because there was fraud in the inducement, a contract was not formed. Total Body did breach whatever contract could have been formed. I desire a full and complete refund.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/10/17) */ At the time of sale our customer opted for free curbside delivery that is shown on her invoice and email, see attached. She requested an inside delivery service that was not purchased on her invoice at the time of sale. Once we received news that she wanted this service, we immediately started looking for resolutions and explained to her the process we will need to take to achieve her desired outcome. She then became unresponsive to the numerous attempts our customer service team had made to reach her to resolve this issue. See documents and emails attached. Consumer Response /* (3000, 7, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company forced me to telephone them to purchase the bike. During the phone call /sale, I requested the bike be delivered inside my home assembled and was assured that for the $300 fee this would occur. It was not until after the telephone sale that I was informed that I was paying $300 to have the bike assembled and would have to pay an additional $350 to have the bike delivered 20 feet into my garage, and they would not bring it 10 more feet into my home. All of this directly contradicted what I was told during the sale. ****** called me in response to the BBB complaint and I told her that I was a cancer patient, which is why I needed the bike, because my joints had deteriorated. She showed absolutely no sympathy and was completely rude. After enduring 6 or 7 surgeries in 16 months I do not need to endure treatment like this from a company like that. The company then called me during work hours. I cannot take time from my work to speak to them, especially people who are rude and unwilling offer solutions. They may claim they contacted me to negotiate, but ****** was rude and callous and in no way offered any solution. I have been through enough these past months. This company committed a fraud when they sold the bike and assured my $300 would render it assembled and delivered, and thry committed another fraud by claiming they contacted me with intentions of negotiating. ****** was as rude as could be and offered no negotiation. I would not take time from my work to speak to this company acting in violation of deceptive trade practice act any longer. I request a full refund, and if they had any morality, they would refund the full purchase price. Business Response /* (4000, 9, 2022/11/08) */ We do not force our customers to phone in and make purchases. Like we stated before, at the time of sale our customer opted for free curbside delivery that is shown on her invoice and email, (see attached). She did not request inside delivery, but she did request assembly services as you can see on her invoice, Pro Build and Tune, which is a fully built unit that is delivered with curbside delivery. When our customer expressed she wanted an inside delivery service we contacted her at the number provided to offer her the inside delivery services in an attempt to resolve the issue. We try to provide the best service both friendly and with clear communication. The equipment comes brand new in-box and with the added Pro Build service our technicians assemble the unit, per order invoice. Once the customer became unresponsive, we had to restock an assembled piece of equipment. We did not charge her any restocking fees. Our goal is to provide our customers with the service and product that they paid for. To date our customer filed a dispute to which we will respond to and refund her per the agreed terms and conditions through the dispute process. (See attached)