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:01/02/2023

  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.

  We purchased the Tonal machine 8 months ago. Tonal lost track of the machine and when they finally replaced it they did so under a warranty claim instead of a new purchase, so we received the machine only, without and of the equipment that accompanies purchase (ie the handles). We escalated to customer service and it took weeks to receive the missing equipment, which we had to install ourselves. We used the machine 10 times before the handle broke. That was weeks ago and we have called and emailed customer service repeatedly. There is no proposed resolution and no amount of escalation prompts any movement. We had a functioning machine for one week. Tonal needs to repair or replace our machine.

  Business Response

  Date: 01/03/2023

  Thank you for bringing this to our attention. We sincerely apologize for the experience you have had with your Tonal so far. We are working with our service partners to have to scheduled for repair as soon as possible. Our ************* team will be in touch shortly with information as to next steps. 

• Initial Complaint

  Date:12/18/2022

  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 on 10/26/22 Was charged $4,686.00 It is now 12/18/22 - Still no Tonal They sent the Tonal with a 3rd party delivery service. The installer said they could not install product, He called customer service they confirmed they needed a closer outlet to install product. I informed customer service that I was willing to add an outlet closer to tonal. They said no so i asked for a refund and the installer left my home. Tonal called me back 3 minutes later and stated that since I asked for a refund they would approve installation. The installer had already left. Tonal stated they did not have the installers phone number (How its a company you hire, why is this man in my home then) They stated they would contact me withing 24/48 hours to re schedule install. Never contacted me to reschedule install in said time frame. I called to request a refund and was told that they could not do that but they would eventually send me an email to process a refund. Overall just a total mess, company has horrible communication, customer service, and installation. They charged me ***** dollars as soon as i placed the order and its been almost two months and I have not received anything other than poor customer service. I am going to just refute the charges directly with my bank at this point.

  Business Response

  Date: 12/19/2022

  Hi there - thank you for bringing this to our attention. We sincerely apologize for the disappointment in your installation experience. We are checking into your order history now to make sure we resolve this as soon as possible! Please expect an outreach from our team to provide you with an update.

• Initial Complaint

  Date:12/07/2022

  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.

  On Sept 3rd, 2022, I purchased a Tonal system for $4,277.10 and have tried multiple time to schedule the system to be installed. Each time the appointment is scheduled the company never shows up. They state that I was not home, and I have been home each time. I am no longer interested in this purchase and have been trying to get a full refund. I am active-duty military and move often with my job. I cannot rely on the ability of Tonal to move my system in a timely manner when I need to move.

  Business Response

  Date: 12/07/2022

  Hi there - thank you for bringing this to our attention. We sincerely apologize for the disappointment in your delivery experience. We are checking into your order history now to make sure we resolve this as soon as possible and process your order cancellation! Please expect an outreach from our team to provide you with an update.

  Customer Answer

  Date: 12/12/2022

  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:11/11/2022

  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.

  Company has made re-installation of the equipment next to impossible. Before I purchased the Tonal, I checked to make sure moving would not be an issue, and their website makes it seem easy. But it was aggravating to schedule the reinstall (I called on a daily basis, always being told I would hear back same day and then I didn't, so I would follow up the next). Finally, I got re-installation scheduled and I was told the installers would not have the bracket I need for the studs in my new house. Tonal said they'd send one, but has not, and said it needs to be approved by several departments first (!?). I told them I'd happily pay for the bracket, but this is somehow not possible. Now I'm worried I'll never get the Tonal re-installed. So I paid $5K only to have use of the Tonal for one year. Oy.

  Business Response

  Date: 11/14/2022

  Hi there - thank you for bringing this to our attention. We sincerely apologize for the disappointment in your experience. We are checking into your order history now to make sure we resolve this as soon as possible! Please expect an outreach from our team to provide you with an update.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18394298
  
  I am rejecting this response because:I keep getting the same message from Tonal, which is that they are "processing."  I still have not received the mounting bracket or tracking information that it has been sent.  I'll consider this resolved once I receive the bracket and my Tonal has been re-installed... I've now been without access to my Tonal for 1.5 months.  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/15/2022

  Thank you for bringing this to our attention. We understand that relocation can be a stressful time and we do apologize you have not yet received your wide mount bracket. Our Care team has been in touch with you to today and our installation partners will be bringing the wide mount with them on the date of your installation. We appreciate your patience and look forward to reinstalling your Tonal! 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18394298
  
  I am rejecting this response because:I appreciate the contact from ************* and hope that in fact the installation partner does have the wide mount bracket.  But, again, I will consider this resolved if/when it happens.  

  To recap my issues, I was originally told that the re-installers would have the wide-mount bracket.  Then, after re-install was scheduled for 11/15, I was told they wouldn't but that Tonal would send it to me in time for that appointment.  Yet, the bracket did not ship in time and the appointment was pushed to 11/22. Again, I was assured multiple times that the bracket would ship in time, but it hasn't.  Now, I understand it is being "allocated" to the re-installers. In other words, there's been lots of back and forth!  So fingers crossed!

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2022

  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.

  I bought a Tonal second hand but almost brand new. Before I bought it I talked to Tonal and they informed me that the warranty would not transfer but they would support the product. After 2 months of total use, in the middle of a workout, the screen goes white. The program is still running in the background but nothing can be seen. After powering the device off and trying to reset it multiple times, I called Tonal. Eventually, customer support emailed me back. They said that since I was the second owner they would not do anything to help. Two representatives offered to remotely access the Tonal and try a reset, but they were overridden by customer support. They told me that this is a known software issue but won't give me any details or try to fix it. I offered to pay for a technician to fix the product or to exchange the original Tonal for a new one at a discounted price, and they refused. The only thing that they would be willing to do was sell me a new Tonal at the upcoming sale price, $50 less than the current price.Even though Tonal told me they would support the device, they dont. Bottom line is that once the warranty has expired and it malfunctions, which frequently happens judging from reviews and CS emails, all I have is a $4000 wall hanging.

  Business Response

  Date: 11/07/2022

  Whilst our Care team is happy to support as much as possible, Tonal does not support any 3rd party purchases and warranty does not transfer. It was determined via troubleshooting that the only solution to resolve your issue was to replace the Tonal device itself. As there is no warranty on 3rd party purchases, we cannot facilitate this replacement. If you wish to continue training with Tonal, we would recommend placing an order on our website. 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18365525
  
  I am rejecting this response because:  This is not a response, it's a refusal to take any responsibilty for a poor quality product.  If it's a known issue, then email me the information related to the issue.  This may allow me to fix the problem on my own or atleast understand it.  I was told by Tonal before I bought the product second hand that they would support the product out of warranty but at a cost.  Allow me to pay to have the product fixed or return it for a discount on a new one if it can't be fixed.  A company should take more pride in their product in or out of warranty.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/15/2022

  We appreciate the situation you are in and understand your perspective. The concern which was raised cannot be resolved via a service repair in the field and requires a full replacement. This cannot be facilitated since the Tonal was purchased from a 3rd party seller. However, we do see from your communication with our Care team that you have decided to move forward and purchase a new Tonal. We wish you all the best on your Tonal strength journey. 

• Initial Complaint

  Date:10/28/2022

  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.

  I bought a Tonal second hand but almost brand new. Before I bought it, I talked to Tonal and they informed me that the warranty would not transfer but they would support the product. After 2 months of total use, in the middle of a workout, the screen goes white. The program is still running in the background but nothing can be seen. After powering the device off and trying to reset it multiple times, I called Tonal. Eventually, customer support emailed me back. They said that since I was the second owner they would not do anything to help. Two representatives offered to remotely access the Tonal and try a reset, but they were overridden by customer support. I offered to pay for a technician to fix the product or to exchange the original Tonal for a new one at a discounted price, and they refused. The only thing that they would be willing to do was sell me a new Tonal at the upcoming sale price, $50 less than the current price.Even though Tonal told me they would support the device, they dont. Bottom line is that once the warranty has expired and it malfunctions, which frequently happens judging from reviews, all you have is a $4000 wall hanging.

  Business Response

  Date: 10/31/2022

  Hi there! Thank you for your valued feedback.  We understand the frustration that can come with purchasing a product out of warranty.  Our Care team is always here to support you in any way that we can, however, during third party purchases, our warranty is non-transferable and applies only to the original purchaser.  This does present limitations to the support that Care can offer.  You can read more on our warranty here: https://www.tonal.com/warranty/.  We  apologize for any disappointment!

• Initial Complaint

  Date:10/24/2022

  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.

  I purchased a Tonal workout unit in January 2022 and had been using it without any issues for the last 9 months. In September 2022, Tonal contacted me demanding I permit them access to my home/machine to perform an assessment, after they determined their team that installed my unit had improperly installed another unit at a different location. When I did not schedule that assessment within a few business days of their first contacting me, they intentionally disabled my entire unit remotely in order to get me to schedule the assessment.I contacted their support team and asked what gave them the right to (a) demand access to my home to perform the assessment and (b) intentionally disable a unit I now own. Their representatives told me they were exercising certain rights under their Terms of Service for the online services provided through the Tonal. I replied to them noting that they had disabled my hardware unit and all offline services as well, which are the subject of the Terms of Sale, not the Terms of Service.They re-activated my unit and told me my question would be submitted to Tonal legal for review within 7 days. However, they continued to persist that I must schedule the assessment regardless.28 days later, I have yet to receive that response from their legal team regarding what I believe is a breach of contract by Tonal. Neverthless, 10 days ago, Tonal once again cut off all of my access to my unit on the grounds that I had not yet scheduled my assessment. This time, they also tried to coerce me into signing a liability waiver, claiming they would re-activate my machine if I signed the letter claiming I had installed my own unit when in fact it was agents of Tonal that installed it.Despite repeated and consistent follow-*** with their support team, Tonal refuses to re-activate my unit pending their providing a sound legal basis for doing so.

  Business Response

  Date: 10/25/2022

  Hi There! Thank you for providing your feedback and for being a valuable Member of our Tonal community.  The safety of our Members is our top priority here at Tonal.  Our Care team has been in consistent contact with you, and we look forward to working towards a resolution.  

  Customer Answer

  Date: 10/26/2022

  Complaint: 18305115
  

  
  I am rejecting this response because it not address the issues identified in my complaint.  My complaint was not in regards to a purported lack of responsiveness from Tonal, it was in regards to (a) Tonal remotely blocking my access to a product I purchased from them to suit their own needs, (ii) Tonal's lack of legal basis for doing so, and (iii) Tonal's inability/unwillingness to provide a substantive response with regards to issues (i) and (ii) in a timely manner and reactivate my unit pending completion of their internal review.
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/28/2022

  Hi there! We apologize that you are not satisfied with our response.  Our Care team, in partnership with our Legal team, are continuously reviewing your account and requests.  We expect to be in touch with you regarding an update in the coming days.  We appreciate your understanding to ensure while we work to provide you with a detailed response.  Thank you for being a valued Member. 

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have reached a satisfactory resolution to the identified issue through my direct conversations with the business. I confirm that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/19/2022

  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.

  I have been contacting Tonal since the end of August attempting to return the product. It is within the allowed return period, but after several correspondences, no one has ever reached out to arrange for pickup. It feels like the company is purposely waiting for the return period to expire so they can deny my return. In the interim, I am occurring interest charges on my original method of payment. I would just like my device uninstalled, returned, and refunded per Tonals policy.

  Business Response

  Date: 10/21/2022

  We apologize there has been a delay in scheduling your return. Our Care team has been in contact with you and you have been scheduled for uninstallation. Once that is complete, we will be issuing you a full refund. We're really sorry to hear that you will not be continuing with Tonal and wish you the best on your strength journey. 

• Initial Complaint

  Date:09/24/2022

  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.

  This is a sales company, they offer zero support on their low quality product once you buy it. My Tonal was installed in April. The left arm never worked properly, its been much harder to maneuver than the other and you have to fight with it to get it into place. I started calling for help in June 2022 when it started getting caught and making odd noises. They told us to pull the cable all the way out to untangle or "reset" the cable. But it would only help for a short time then reoccur. July 1 I got fed up and called AGAIN. Got a fellow who could not really understand me. Asked for a video of the problem, I explained video will not show how it feels different than the other side, but was told send the video or they can't help. I send one showing and me explaining in detail. Response says they can't see any issue in the video, send another, then they ghost you and you have to proactively call back and beg again. Repeat this many times. This goes on and on as each time you get a new useless rep and start over explaining and begging for help. After lots of this I filled out a survey honestly about how I'll never recommend this company and I start getting emails from ******. He claims he is going to help. He wants me to do a live zoom workout (um what?) but only during like banker hours, sorry I have a job, he calls constantly during the hours I advised I am working. I've now had "repairmen" IE a delivery company driver with no repair knowledge to my home TWICE. It's actually WORSE than before. I've been promised a new tonal by many reps, they all say Ill get an email and call back NONE do. Lies. **********************..... they all lie to get you off the phone. I am tired of having to proactively keep calling to start over . I asked for a credit for the monthly fee and ****** LAUGHED and said we dont do that. Almost 7 months in, almost 5 trying to get it fixed. They need to replace it and refund the months of service they keep charging for a broken machine.

  Business Response

  Date: 09/26/2022

  Hi there - thank you for bringing this to our attention. We sincerely apologize for the disappointment in your Tonal experience. We are checking into your order history now to make sure we resolve this as soon as possible! Please expect an outreach from our team to provide you with an update.

  Customer Answer

  Date: 09/26/2022

  I am so tired of apologies that mean nothing .  Just more time wasted. Stop apologizing and fix it.    I want a replacement that works as I was promised many times by many people with zero confirmation emails, and I want to be refunded for all the months you let this linger. The delay tactics are intentional there is no way any company could be this incompetent . This has never worked right since install and I paid around 4K for this broken item and then get charged $50 a month while you sit on your hands with your false apologies and lack of action. When will the new one be here? Please post shipment confirmation and dates here  and please let me know how much you are refunding . Sorry jeans nothing from this company  

   

   
  
  

  Complaint: 18123754
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/30/2022

  Hi There! Thank you for your response.  We are sorry to hear that you are not satisfied with our resolution.  Due to privacy concerns, we will be unable to confirm your shipment date on a public forum.  However, our team will be in touch with you at the contact information we have on file.  We look forward to connecting with you and working towards a satisfactory resolution.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18123754
  
  I am rejecting this response because: Do you ever stop lying? You took my four thousand dollars and gave me a defective item IN APRIL and have yet to make good on it. Every time I call I am promised a new tonal. Then I never hear from you again. Ive been promised a NEW tonal by so many reps, but NONE have actually sent one. And NOW they are trying to tell me I will get a "LIKE NEW" ? YOU STOLE MY MONEY. I did not agree to a LIKE new. This company needs to be investigated. I have been begging for help for MONTHS and its lie after lie after lie and the promises are getting worse and worse. I have called and emailed so many times its like a full time job. What a disgusting company. I wonder how many other people are having their money taken like this. I am going to find out. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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 March 1st, 2022 I noticed that I was being charged a $49 monthly fee by Tonal, which I had recently purchased and had installed. I contacted the business who informed me that I had elected to subscribe to a monthly $49 service charge that was optional with the purchase. It was for live classes, which I was not interested in using. I informed them that I must have done so accidentally, and had no use for the subscription service. They refused to cancel and have been charging me $49 a month ever since. Please help, I can't afford this charge and they are refusing to cancel it. They claim I input my credit card information when first powering on the machine, which I did because I am paying for the machine on a payment plan. I explained that I was confused about the difference and can't pay for both the payment plan and the optional subscription that I don't want, use, nor asked for. They refused and have to date charged me $441 dollars against my will. Please help.

  Business Response

  Date: 09/20/2022

  Hi There! We are sorry to hear there was some confusion regarding our membership requirements and commitment.  All Tonal purchases come with a 12 month membership commitment.  Following the 12 month commitment, you are welcome to cancel your membership.  

  Please refer to the following article: https://knowledge.tonal.com/s/article/Membership-Subscription where we outlined that we require a 12 month membership commitment after activating your Tonal.

  
  You can refer to this article as well for more information about our Terms of Service https://www.tonal.com/terms/

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18047332
  
  I am rejecting this response because:

  This is the first I've heard of this "policy."  It's duplicitous, underhanded, and unacceptable.  I decided to purchase your product based on a payment plan calculated to fit in my budget.  This $49 fee was never discussed in conversations with your sales rep.

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/22/2022

  Hi there! Thank you for your response.  We apologize if there was confusion, however, we do list our financing price and detail that membership, shipping and installation are in addition to the monthly fee plus APR.  Please see: https://www.tonal.com/product/tonal/.
  
  Thank you for being a valued Tonal Member!