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:04/25/2025

  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.

  Im writing to formally express my concern and disappointment regarding the recent malfunction of my Tonal equipment, which is now just outside the warranty period.While I understand warranties have limits, I believe this situation warrants thoughtful consideration. My Tonal has been well maintained and used moderatelynot on a daily basisso its frustrating and surprising to encounter issues so soon after the warranty expired.Given the machine is no longer fully functional, I am unable to use the service Im paying for. As a result, I will need to cancel my monthly subscription until a resolution is reached. I simply cannot justify continuing to pay for a membership when I do not have working equipment.I invested in Tonal for its durability, innovation, and high-end experience. This situation undermines the trust I placed in your brand. Im requesting that Tonal offer a repair or replacement solution, taking into account the light usage and the proximity to warranty expiration.

  Business Response

  Date: 04/25/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration you're experiencing with your Tonal. Based on the information provided, we are currently unable to locate an Order ID associated with your account. We want to assure you that we take situations like this seriously and are committed to finding a fair resolution, especially when concerns arise near the end of the warranty period. Please reach out to our Member Support Team directly with your Order ID or account details so we can look into this further. We will do our best to assess the issue and explore potential solutions within the scope of your warranty. We appreciate your investment in Tonal and value the trust you've placed in us.

• Initial Complaint

  Date:03/13/2025

  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.

  Absolutely ridiculous!!!! Order the tonal 2 and was given installation date of March 14. They called me at 8 pm March 14 to say they now couldnt deliver and it was delayed indefinitely. This machine is $4500!!!! I called and got the run around from customer service. Told them repeatedly to cancel the order and they refused!!!! SCAM!!!!!!!!

  Business Response

  Date: 03/14/2025

  Hi There, 
  
  We're truly sorry for the frustration you've experienced. We understand how important a smooth delivery process is, and we regret any inconvenience caused by the rescheduling of your installation.
  
  To clarify, your order was rescheduled due to installer availability. While we strive to accommodate our members' schedules, our installation partners manage their own availability. In this case, records indicate that *** reached out to inform you of the reschedule and offered an alternative installation date of 3/21. We understand this did not work for you, and you subsequently reached out to Tonal and requested to cancel your order.
  
  As explained in your interaction with ************** your cancellation is currently being processed within the standard 710 business day timeframe.
  
  A member of our escalations team will be reaching out to provide more details and assist with next steps. 
  
  If theres anything else we can do to support you in the meantime, please dont hesitate to reach out.
  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23064054
  
  I am rejecting this response because: I was never contacted on the 21!! I received a text to schedule and the link didnt work I had to call and got the run around yet again on when it would be delivered. I was told the 14. Then last minute the night before I got a call saying its delayed. You are a bunch of liars and such a scam!!!! Calling customer service and having them refuse to cancel an order due to your inability to deliver is insane!!
  
  Sincerely,
  
  *********** McMahon 

  Business Response

  Date: 03/17/2025

  Thank you for reaching out and providing more detailswe understand your frustration and appreciate your patience.

  
  Our records indicate that RXO contacted you on March 13 to offer an alternative date of March 21. Additionally, we reached out on March 14 to assist with canceling your order and to explain the cancellation process. A voicemail was left, and a follow-up email was sent to ensure you had the necessary information.

  
  At this time, there are still outstanding steps on your end that need to be completed before we can process the cancellation. A representative will be reaching out to you today to go over the next steps. Please let us know if you have any questions or need further assistance.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23064054
  
  I am rejecting this response because:
  LIARS!!!!! Still have not cancelled the order and they never contacted me until the night before to say its as delayed. SCAM!! 
  Sincerely,
  
  *********** *******

  Business Response

  Date: 03/19/2025

  Hi there,

  Thank you for getting back in touch.

  I can see that you have responded to our escalations team and they have advised you of the next steps to which you have agreed.

  Thank you for your cooperation! 

• Initial Complaint

  Date:03/09/2025

  Type:Order 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 HAD A MEMBERSHIP WITH TONAL SYSTEMS (********************************************************************************). I REQUESTED THAT THEY CANCEL MY MEMBERSHIP AND THEY DID. THEY (TONAL) INFORMED ME (VIA EMAIL) THAT I CAN USE THE " FREELIFT" MODULE. AS OF THIS DATE, I AM UNABLE TO USE THE "FREE LIFT MODULE." I AM A SENIOR CITIZEN AND A US MILITARY VETERAN ON A FIXED INCOME. I TOLD THE COMPANY REPEATEDLY THAT I COULD NOT AFFORD THE MEMBERSHIP. I PAID OVER $3,000.00 FOR THE EQUIPMENT AND I SHOULD NOT BE FORCED TO PAY FOR SOMETHING I DID NOT WANT. THIS ENTIRE OPERATION IS DISHONEST AND THEY TAKE ADVANTAGE OF INDIVIDUALS WITH LIMITED FINANCIAL RESOURCES. I WANT THIS MATTER RESOLVED.

  Business Response

  Date: 03/10/2025

  Thank you for sharing your feedback regarding your experience.We strive to be transparent about our Tonal membership , and you can find detailed information about the experience without a membership in our public knowledge article: **********************************************************************************************************************. You will have access to Basic Free Lift which is a limited version of Free Lift. A member of our team will reach out to clarify further. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23042260
  
  I am rejecting this response because:   I need this matter resolved immediately.  They had no problems taking my membership fees for three years ($63.00x12=$756.00 (I cannot afford this yearly amount)   - $756.00 x 3 years =$2,268.00 plus what I paid for the Tonal over $3,200.00 = $5,468.00)!   I want the "FreeLift" activate immediately (as I repeatedly ask them to do so)!!!!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/12/2025

  Hi There!
  
  Thank you for reaching out and sharing your concerns. We understand that youd like to access our paid membership features without an active membership, and we regret that the free Basic Lift experience does not fully meet your expectations.
  
  For members who choose to continue their strength journey with the Free Basic Lift, our Terms of Service (********************************************* - Section 10) specify that features such as historical data, usage records, custom workouts, and advanced weight modes will no longer be available. As a result, your Tonal device may be limited to adjusting the weight dial for the selected weight - provided that the Product has a continuous Wi-Fi connection. These terms were accepted at the time of purchase, and we encourage you to review them for further details.
  
  Additionally, you can find more information about the Basic Lift experience in our public knowledge base (**********************************************************************************************************************).
  
  If you have any further questions or would like to discuss this in more detail, please dont hesitate to contact our ************* team at **************. Were happy to assist you.

• Initial Complaint

  Date:03/02/2025

  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.

  To Whom It May Concern,I am extremely disappointed with Tonals service policies, particularly regarding their $395 flat service fee. This policy is completely unreasonable and takes advantage of customers who have already invested thousands of dollars in their product. Rather than offering simple, cost-effective solutionssuch as shipping a small replacement partTonal forces customers to pay an exorbitant service fee for even minor repairs.I initially purchased my Tonal unit approximately two years and two months ago, investing over $4,000 in the system, along with a monthly subscription fee of $65 or more. Almost immediately, I encountered performance issues that required multiple troubleshooting sessions. Most recently, a simple battery compartment failure has rendered my machine unusable. Instead of offering to send me a replacement partsomething I could easily install myselfTonal is demanding a $395 service fee just to have a technician assess the issue.This business practice is unacceptable. If a service contractor is unavailable in my area, Tonals only alternative is to sell me a refurbished unitat an additional costand require me to pay for installation as well. This is an outright scam. Other fitness equipment companies, such as ******* and Concept2, provide significantly better customer support and warranty options.Additionally, when I inquired about an extended warranty, I was informed that it was only available within 30 days of purchasean option that was never disclosed to me at the time of my purchase. This lack of transparency is concerning. Customers should be made fully aware of their warranty options before investing thousands of dollars into a product that is, evidently, not supported effectively.Tonals refusal to provide reasonable support options leaves two choices: pay an excessive service fee or be left with an inoperable machine. This is not an ethical or sustainable business practice. Sincerely,******* ********

  Business Response

  Date: 03/03/2025

  Thank you for reaching out and sharing your concerns. I understand how frustrating this situation must be, and I appreciate you taking the time to provide your feedback. Our $395 flat service fee covers the cost of sending a technician to diagnose and resolve issues, ensuring that your Tonal system receives the proper support. At this time, we are unable to make exceptions to this policy. I understand that you were hoping for an alternative solution, and I regret that we are unable to provide one in this case. If you would like to proceed with a service appointment or have any other questions, please let us know. Were here to help in any way we can within our service framework.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair 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.

  We ordered a tonal machine in December but didnt receive and install it until Jan 28th. We had no idea there would be a Tonal 2 coming out and we were not informed by Tonal or given an option to upgrade to the newer model. Today is Friday, Feb 14th and I just got off the phone with Tonal customer service. I asked if I could swap out the one we received for the newer model and I would be more than willing to pay the difference. He said he would inquire and put me on hold. He then came back and said my only option was to return the machine for a refund and then reorder the Tonal 2. I said that is not what Im reading online. He then asked if we had received an email or any contact about upgrading to the Tonal 2 and I said not at all. He then put me on hold again and upon returning to the call he said he could only offer a full return or I could wait until March and the would give $1000 for a new machine????? I have a brand new Tonal 1 and they want me loose all that money for $1000 discount???? I would be out like $3500. I asked why I was not given the same benefit as others were and he said it was because my machine was already installed prior to Jan 1 and I informed him we hadnt even received the machine until Jan 28. He said he could not explain why that was. I would like Tonal to offer me the same deal as others had received and again, Im more than willing to pay any difference. Im not asking for anything free or any special consideration. Any resolution to this matter would be greatly appreciated.

  Business Response

  Date: 02/18/2025

  Hi there. Thank you for reaching out and sharing your experience. We sincerely apologize for the confusion regarding the Tonal 2 release and the lack of communication about the upgrade options. We understand your frustration, and we're committed to resolving this matter. We would be happy to offer you a return for your Tonal 1 and allow you to swap for the Tonal 2, scheduled for the same day. This way, you'll only pay the difference between the two models, ensuring you dont lose any value. Please let us know if you'd like to proceed, and we will arrange everything for you promptly.
  

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/31/2025

  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 purchased tonal during the holiday sale12/17/24 with a 30 day trial money back guarantee- it was delivered 27 days after I bought it, three days short of a month. After trying it out I decided to keep it and called within a few days of the install to purchase the extended warranty. I actually asked about the extended warranty at time of purchase because I read any service call can run you $300.00 for a simple cord repair. I inquired if the warranty would also be refunded if I chose to return tonal during the trail period. I was told i had 30 days after it was installed to buy the warranty. so I waited to see if I liked the machine. I called 3 days after it was installed, 33 days from purchase date.Tonal customer service they said its no longer an option, it was 30 days from purchase date?? but it wasnt even installed/delivered ? Since they gave no options or remedy- I inquired if I could return this one since its within the 30days and repurchase the same unit or upgrade to the new tonal 2, would that work with this new 30 day from purchase ? i was told yes, then received an email stating, the manager said I would lose my coupon $1500 off- that I I used to purchase tonal. The reason, its now expired. So it would cost me $1500 to replace the exact same machine or $1800 to upgrade to tonal 2, to get an extended warranty for my brand new tonal? Penalized for being given the wrong information. Ive tried multiple phone calls and emails but there has not been a remedy. I am asking Tonal to make this right, so i can buy the extended warranty and stand by their mistake. I am willing to cancel this order re- purchase it to get the warranty but they need to honor my purchase price. If needed, I would also upgrade to the new tonal 2 just o buy a warranty. as long as my coupon is not deducted to upgrade. My 30 day trial expires 2/11 - make this right - Im just trying to buy an extended warranty for a machine during a 30 trial

  Business Response

  Date: 01/31/2025

  Hi there. Thank you kindly for bringing your concerns to our attention. We have a member of our Senior Support Team in contact with you and we will work to come to a resolution that satisfies your request. 

• Initial Complaint

  Date:01/22/2025

  Type:Order 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 a Tonal home gym several years ago. They have a mandatory 1 year membership to their subscription service at 49 a month after some time it went up to 59 a month after already paying almost 4k for the device. They didn't advertise anywhere that when the membership is cancelled the machine is just about useless. The only thing you can do on the gym after cancelling the membership is use ************ with zero of the other functionality such as chains mode where the weight is dynamically increased as you lift the weight. These are basic features that wouldn't cost any extra to allow the users who purchased the equippment at such a high cost to use without a an active subscription. None of the other features (That wouldn't cost them anything to allow access to) are available when in offline mode and it still requires an internet connection to be used. This wasn't advertised anywhere when I purchased. I want others to be aware of this. I'm considering filing a class action lawsuit for access to my device. Paid ******** for the device on March ******* and have been paying for their subscription ever since.

  Business Response

  Date: 01/30/2025

  Hi there!

  Thank you for sharing your feedback about your experience with Tonal. We sincerely apologize that the Basic Free Lift mode has not met your expectations.
  
  We understand your concerns regarding the features available without a membership. The features you mentioned, such as the chains mode, is part of our paid membership offering. Please click here to review the terms of service you agreed to upon purchase - ******************************************************************* (paragraph 10)
  
  For clarity, the functionality of the Basic Free Lift experience is fully outlined in our support article - **********************************************************************************************************************. To summarize, the Basic Free Lift mode is designed to function similarly to walking up to a dumbbell rack or cable machine: you control the pace, track your weights manually, stay self-motivated, and monitor your own form.
  
  We value your feedback and take your concerns seriously - a member of our ************* team have tried to reach out to you to discuss further. 
  
  If you have any additional questions, concerns, or suggestions, we are here to assist you further - Please dont hesitate to reach back out.
  
  Thank you for being part of the Tonal community, and we appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:01/10/2025

  Type:Delivery 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.

  One week ago I placed an order for accessories on tonal. Since something wrong is wrong in the order, I called to cancel my order on the next day. The agent told me that she has already cancelled my order and it wont be shipped out and I will get my refund. Just the next day after I called, I received a message saying that it has been shipped out. I contacted tonal customer to ask whats going on and see if they can ask the shipper to send it back. They just told me there is nothing they can do and said they will send me the return label and schedule a pick up after it was delivered. After it was delivered, I asked them through email to see if they can send me the shipping label. No one response. So I called for several times yesterday. Every call lasts for at least 15 mins, but every agent told me that someone will call me back after 30mins or 1 hour, but still no one response. And today, when I called again, the agent says he is working on creating the return label and put me on hold for 30 mins. And after I ask him what is he working on for 30mins, he just yell at me and hang up. I never expect a customer service can did things like that and I am very angry at that. I dont know how does the tonal customer service work, but I know that it is a very bad experience I had with them recently. I want them to penalize the agent who hang me up this morning and give me compensation for what I have experienced after I placed the order.

  Business Response

  Date: 01/12/2025

  Hi there!

  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration youve encountered throughout this process. This is not the level of service we aim to provide, and we regret that your experience has fallen short of expectations.

  Upon reviewing your accounts, we noticed multiple duplicate orders have been placed on several occasions, many of which were canceled just hours after being submitted. Additionally, there are other returns currently being processed. We appreciate your patience as we work to resolve these matters promptly.

  Regarding your interaction with our customer care team, we take such feedback very seriously. The conversation will be reviewed, and appropriate coaching will be provided to ensure that such incidents do not happen again. Thank you for bringing this to our attention.

  Additionally, to prevent further inconvenience, a member of our escalation team will be reaching out to assist you in returning your smart accessories and addressing any issues or concerns with your previous orders. They will also work with you to ensure that all your needs are resolved in one step, minimizing the need for repeated orders or cancellations.

  
  Thank you for your understanding, and we are committed to turning this situation around for you. If you have any further concerns in the meantime, please do not hesitate to let us know.

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22794594
  
  I am rejecting this response because:

  An agent reach out to me today to send me the return label, but she asked me to schedule a pick up by myself. Since the label is created by you, I dont think I can schedule a pick up by myself. Please let them schedule a pick up for me on Tuesday and dont let customers schedule pick up next time.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/14/2025

  Hi there. Thank you for your response. Typically, we allow our members to schedule their own pick-*** so they may choose a date and time that works best for their schedule. We do see that our team has gone ahead and scheduled the ***** pick up for you in this scenario. We look forward to getting this resolved. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22794594
  
  I am rejecting this response because:

  They just dont reply to me and tell me the date. I think all the customer care has a bad attitude from the beginning to the end
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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 a Tonal system, expecting a premium fitness product. However, once the mandatory 12-month membership ended, I discovered that the Basic Lift mode is nearly unusable. It lacks fundamental features like memory and custom workout programs, making it completely impractical. Despite my complaints, Tonal's customer service has been unresponsive and dismissive. Their business model forces users into expensive memberships to access essential functions, which feels deceptive and *************** make matters worse, the system's resale value has plummeted, indicating widespread dissatisfaction. Ive contacted consumer watchdog groups, I am seeking legal counsel for a potential class-action lawsuit. Tonal's lack of accountability and disregard for customer concerns needs to be addressed. Im requesting a resolution that includes improvements to Basic Lift functionality and a fair membership policy.

  Business Response

  Date: 01/11/2025

  Thank you for sharing your feedback about your experience with Tonal. We sincerely apologize that the Basic Free Lift mode has not met your expectations after your membership ended.
  
  We understand your concerns regarding the features available without a membership. The features you mentioned, such as performance tracking and custom workout programs, are part of our paid membership offering. This was communicated during your membership cancellation process, and Im sorry if this information didnt fully address your expectations at the time.
  
  For clarity, the functionality of the Basic Free Lift experience is fully outlined in our support article - **********************************************************************************************************************. To summarize, the Basic Free Lift mode is designed to function similarly to walking up to a dumbbell rack or cable machine: you control the pace, track your weights manually, stay self-motivated, and monitor your own form.
  
  We value your feedback and take your concerns seriously. If you have any additional questions, concerns, or suggestions, our customer care team is here to assist you further. Please dont hesitate to reach out.
  
  Thank you for being part of the Tonal community, and we appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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.

  Ordered Tonal in November 2024 and was stood up for delivery 3 times between November and today. My husband just cancelled the order. After numerous times being told our issue was being escalated we never received call backs as assured by neither Tonal nor the delivery company.

  Business Response

  Date: 01/03/2025

  Hi there. Thank you for raising your concerns to our team. Based on the information provided here, we're unable to locate an order or account in our system. Kindly provide us your Order ID and/or contact details associated with the order and we will reach you promptly to discuss further.