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:08/26/2024

  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.

  Dear Better Business Bureau, I am writing to formally lodge a complaint against Tonal regarding the service and warranty of my Tonal machine. I purchased the machine in 2023, and even though I have had it for a year and four months, I only started using it in January. As of today, I have only completed 145 workouts, so the machine is still essentially new. Unfortunately, it has already started malfunctioning. When I contacted Tonal's customer service, I was shocked to learn that I would be required to pay $400 just to have someone come out to repair the machine. This is particularly frustrating because I was never informed that labor costs would not be covered, especially so soon after the warranty expired. I called customer service four times to discuss this issue, but each time, I was disconnected and had to call back, which added to my frustration. When I finally spoke to a representative, I was offered a 20% discount on the repair fee and a free month of service. I find this offer unacceptable given the limited use of the machine and the fact that it is only slightly out of warranty. Given that I have only used the machine for 145 workouts, it is disappointing that it is already breaking down. Is this the best the Tonal machine can do before it starts experiencing issues? If I had been informed upfront about the potential for high labor costs, I might have reconsidered my purchase.Considering these circumstances, I am seeking a more reasonable resolution, such as a waiver of the labor fees. I believe this would be a fair outcome, given the machine's limited use and the recent expiration of the warranty. Thank you for your attention to this matter. I hope we can resolve this issue amicably. Videos and proof should be in the notes for the below reference number.

  Business Response

  Date: 08/28/2024

  Thank you for reaching out to us. We're sorry to hear that your Tonal requires a repair and that you have experienced some delays with Customer Care.
  
  As your ********************** was purchased in 2023, the terms of your warranty are detailed here: Tonal Warranty - ************************************************************** . The warranty states that coverage begins from the date of purchase or delivery, whichever is later. The specifics of your coverage are as follows:
  
  Trainer, including touch screen: 1 year coverage for parts and labor, with an additional 2 years for parts only.
  Accessories: 1 year coverage.
  Replacement parts: The remainder of the original warranty period, or 45 days, whichever is longer.

  
  While we understand that you started using your Tonal this year, the warranty period began from the date of installation. Unfortunately, this means that labor is no longer covered, and the cost for the repair would be $395.
  
  As an exception, you were previously offered a 20% discount and one month of free membership, and we are still willing to honor this offer should you decide to proceed. However, we must clarify that we cannot provide the repair free of charge.
  

  Please reach back out to us once you're ready to confirm how you would like to proceed.

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  Tonal refuses to warrenty my machine or sell me part to fix it. My tonal is within two years old and tonal warrenty says "2 years coverage for parts, shipping of those parts, and labor" they want to charge me a $395 service fee and charge for the parts. My tonal arm doesn't lock in anymore and it broke within the 2years. They told me it was just the wheels on the track that are not fictional so they want $400 + parts to put new wheels on left arm. Good job tonal. Your warrenty is good as nothing I guess..We'll see what the California Department of Consumer Affairs says.

  Business Response

  Date: 08/26/2024

  We regret to hear about the difficulties you're experiencing with your arm, we appreciate your understanding. We can see that we have initiated a complimentary repair as a one-time exception. Please be advised that the repair is covered by a limited 45-day warranty. After this period, any further issues will be considered Out of Warranty, and associated costs will apply.
  
  We wish you a smooth repair experience. Should you have any additional concerns or require further assistance, please do not hesitate to contact our ************* team.

• Initial Complaint

  Date:08/17/2024

  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.

  Almost 3 weeks ago, I paid $300+tax for tonal to reinstall my tonal system after I relocated. I confirmed the appointment for a few days ago. This was placed with their final mile vendor, ***. *** state that they will contact you ***** hours prior to give an appointment window. No such contact was made until I received a text message at 8pm the night before stating that the appointment could not be completed as scheduled. I contacted Tonal. ************* who stated that it was still showing as confirmed on their side and that someone would be back in touch with me to resolve within 24 hours. I had booked PTO off work for the appointment which was now going to waste. I explained that I would be further financially out of pocket to book more PTO for a future appointment as well and that I wanted reimbursement for this. 48 hours later, no one from tonal has contacted me despite their assurances. I look at the *** scheduling website and the 1st available appointment is 5 weeks away meaning that it will be 8 weeks that Im waiting. Totally diabolical customer care and not providing swift resolution. Not to mention paying for a subscription that I cant use.

  Business Response

  Date: 09/04/2024

  Hi there. Thank you for submitting your concern to Tonal. Im truly sorry for the inconvenience youve faced with your Tonal reinstallation and the lack of communication from our vendor, RXO. We understand the frustration caused by the missed appointment and the delay in rescheduling. While were unable to reimburse for PTO, we want to make things right by offering compensation for the experience and the inconvenience caused. We will reach out to you directly to provide further steps and assistance. 
  

• Initial Complaint

  Date:08/17/2024

  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.

  Bought Tonal from 3rd party.. Tonal suspended my account

  Business Response

  Date: 09/03/2024

  Thank you for reaching out to us. Were sorry to hear that youre experiencing issues with the Tonal you purchased from a third party.
  
  Unfortunately, the device you purchased has been flagged as an Unpaid Tonal, which is why it has been remotely disabled. Purchasing Tonal devices from third parties can involve certain risks, as secondhand purchases are not covered under our warranty or protected by our terms and conditions.
  
  We understand this isnt the news you were hoping for. We recommend contacting the seller or company from whom you purchased the Tonal to request a refund. If they can confirm the device was fully paid for, they should be able to provide a valid Order ID. If they are unable to do so, you may want to consider reaching out to the appropriate authorities.
  
  We hope youre able to resolve this situation and are here to assist with any further questions you might have.

• Initial Complaint

  Date:08/06/2024

  Type:Delivery 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 in or around November 2021. I have been using my Tonal and paying the monthly membership fee for nearly three years. Last night I went to use my Tonal and I received an error message. I called Tonal support and they told me that in light of specific error message I received there was an issue with certain parts in the unit that would require a replacement. According to the Tonal's support supervisor the following are true:1. My unit is still covered by the three year parts warranty.2. The issue with my unit relates to a part that is under warranty.3. Unless I am willing to pay a $795 installation fee for a third party to come replace my unit, Tonal is unwilling to replace my unit. While Tonal offered me a paltry 20% discount to have the third party come replace my unit, this is completely unacceptable and essentially constitutes an illusory warranty. It is not my fault as the customer that ********************** chooses to use a third party to complete repairs/replacement of non-functional units that are unequivocally covered by a warranty. If Tonal chooses for business reasons to employ a third party then it is Tonal's burden, not mine as the customer, to cover costs associated with honoring a warranty. Tonal should therefore immediately make appropriate arrangements to have my unit replaced at no additional charge. Failure to do so would appear to constitute gross violations of, among other laws, the California Unfair Competition Law, ******** **** Warranty Act and California Warranty Act.

  Business Response

  Date: 08/07/2024

  Hi there. Thank you for reaching out to Tonal regarding the replacement you are currently in need of. As your Tonal was installed in November of 2021, your Tonal warranty for labor has ended. While you are covered for parts, the parts aforementioned are parts for repair. A full Tonal replacement does not constitute as "parts" for all intents and purposes.  The issue you are currently experiencing indicates an internal issue that cannot be repaired and requires a Tonal replacement, meaning that individual parts are unable to provide a resolution to your issue. Our fee of $795.00 encompasses a full trainer replacement (not individual parts), labor as well as shipment of the replacement trainer which is a heavily discounted fee for our refurbished devices which retail for $3,625.00. We're happy to proceed with assisting you and providing you a link to purchase your Tonal replacement. If you're not yet ready to do so, your case will be closed and you can reach back out when you are ready to proceed. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22101492
  
  I am rejecting this response because:

  There is simply nothing in the Tonal Warranty or Tonal Warranty Guide that would indicate I can be charged an additional amount in connection with a repair that is covered by my warranty.  To the contrary, the Tonal Warranty Guide expressly states:

  "Is there a fee or cost associated with services that are covered by the warranty? 

  If you are in your warranty coverage period and the issue is within the warranty coverage, then there is no additional fee or cost. If you are outside your warranty period or it is determined the issue is a result of an issue thats been excluded from coverage - like misuse - charges may apply."

  Here, there is no dispute the issue affecting my Tonal is covered by the "parts" warranty.  Therefore, I am entitled to have the unit repaired (or in this case replaced given the particular part that is broken) at "no additional fee or cost."

  Moreover, the Tonal Warranty Guide has a depiction which specifically states that a "Replacements" are covered by my warranty for the "remainder of original warranty period, or 45 days which is longer."  Here, and again, the original warranty period on the parts for my Trainer is three years and I am within the warranty period.  Therefore, my replacement should be covered.  And again, the handy flow chart in the warranty guide specifically says that in the event my issue is covered by my warranty "We diagnose, and your servicing is covered."  So  it appears you are not abiding by what your Warranty or Warranty Guide state. 

   To the extent you intend to contend that because the "labor" warranty has expired I am liable to pay the costs associated with the replacement my response is: (1) no reasonable consumer reading your warranty or warranty guide would understand Tonal's apparent policy that essentially is that any issue with a part that occurs after the one-year "labor" warranty has expired will have additional service fees and costs associated with obtaining a repair.  Not only is that information contradicted by the information referenced above, but that information should be clearly and conspicuously disclosed so consumers can make an informed decision about whether the offered warranty protection is adequate.  Because you failed to provide an appropriate disclosure, you should do the right thing and abide by what the warranty and warranty guide expressly state, which is that my repair (replacement) should be covered at "no additional fee or cost."  (2) to the extent you are going to refuse to provide me a repair (or replacement) at "no additional fee or cost" then you should make arrangements to provide me with a replacement trainer at "no additional fee or cost," as you don't seem to dispute that at least the cost of the new trainer is covered by the "parts" warranty.  I will make appropriate arrangements to have it installed or do it myself.  Any refusal to at the very least abide by No. 2 is a blatant admission that you do not abide by even the terms of the warranty you admit applies, notwithstanding your nonsensical and materially misleading position regarding the "labor" warranty.    

   

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

  Business Response

  Date: 08/08/2024

  Hi there. Thank you for your detailed email and for sharing your concerns regarding the warranty coverage for your Tonal trainer. I understand your frustration, and I want to clarify the terms of our warranty to address your points accurately.
  Our warranty is structured as follows:

  
  Parts Warranty: The warranty covers defects in materials and workmanship for parts. For the Tonal trainer, this warranty extends for three years, with the first year covering both parts and labor, and the subsequent two years covering parts only.

  Labor Warranty: The one-year labor warranty covers the cost of service and repair. After this period, any labor-related costs are not covered under the warranty.
  Replacement Parts: If a part needs replacing and is covered under warranty, it will be provided at no additional cost. However, any associated labor costs beyond the initial one-year period are not covered.
  Based on this information, since the issue with your trainer falls under the parts warranty, any replacement part itself is covered. A full Tonal unit does not constitute as a "part". Regarding your request for a replacement unit, please note that the warranty does not provide for a full replacement of the trainer at no cost. Additionally, because the labor warranty has expired, we are unable to cover any associated labor costs for installation or service beyond the initial year.
  
  Citing the particular line in our warranty you refer to:
  "If you are in your warranty coverage period and the issue is within the warranty coverage, then there is no additional fee or cost. "
  

  You are not covered in full by the Tonal warranty at this time. You are covered for parts only. 
  
  We strive to be transparent about what is and isn't covered under our warranty, and I apologize for any confusion this situation may have caused. If you have any further questions or need assistance with arranging the part replacement, please contact us directly at **********************************.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22101492
  
  I am rejecting this response because:

  The information you wrote regarding how your warranty program is supposed to work is not consistent with the information stated in your warranty or on Tonal's warranty guide for all of the reasons I already said in my prior message.  Moreover, the fact that you believe you need to provide a copious amount of previously undisclosed language to "clarify" that Tonal does not actually interpret its warranty program consistently with what is stated on its warranty and warranty guide is probably a pretty good indication you are engaging in deceptive practices and should immediately stop doing so.

  And, part from your likely response of: "it's against Tonal's undisclosed policy" I am yet to be provided a response to my request that a replacement trainer be provided at no additional charge so i can handle the installation myself.  I believe the $795 charge you are attempting to extract is exorbitant and I am not willing to pay it, so I would like you to abide by the warranty and provide the replacement unit at no additional charge. 

  Alternatively, and because your contentions are so obviously erroneous and contrary to your own warranty and warranty guide, I am requesting to participate in an arbitration or mediation through either AAA or the BBB in order to have a neutral party tell you how your interpretation of your own warranty and warranty guide are incorrect.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2024

  Hi there. Thank you for reaching out and expressing your concerns. As your Tonal was installed in November of 2021, your Tonal warranty for labor has ended. While you are covered for parts, the parts aforementioned are parts for repair. A full Tonal replacement does not constitute as "parts" for all intents and purposes. The issue you are currently experiencing indicates an internal issue that cannot be repaired and requires a Tonal replacement, meaning that individual parts are unable to provide a resolution to your issue. Our fee of $795.00 encompasses a full trainer replacement (not individual parts), labor as well as shipment of the replacement trainer which is a heavily discounted fee for our refurbished devices which retail for $3,625.00. As you've discussed with our dedicated representative, we will proceed with offering a one-time replacement free of charge as a good will gesture. Any further repairs and/or replacements will come at a cost. 

  Customer Answer

  Date: 08/09/2024

  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.

  From: ********************************** <**********************************>
  Sent: Thursday, August 8, 2024 3:44 PM
  To: info <************************************>
  Subject: Message from BBB.org

   

  

  Complaint No. ******** I'm writing to inform you that I spoke with another agent from the business and they have agreed to resolve my dispute in an acceptable manner. Thanks.

  Sent from *************************** (*************************************)

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

• Initial Complaint

  Date:08/06/2024

  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.

  My tonal recently had an error code and they could not fix it over the phone. They just messaged me and told me the only option is to send it back and take a refurbished unit for a $795 fee. I have only had this unit for 3 years and was told that it would last well over 5 when I bought it. That was one of my biggest concerns with this when purchasing and the sales *** told me a lie in order to sell me the machine. The machine has been good but for most of the 2 years, there have been minor issues with it, such as accessories not connecting, the cables not retracting, etc. It makes it hard to enjoy a workout when something like this goes wrong. I love the machine and the concept and told people all about it, but a $3,000 machine to work less than 3 years and must be ***laced for $795 every 2 to 3 years is not worth it. Tonal can have their machine back and I will gladly stop paying my subscription. I will go back to normal weights that do not break in 3 years.

  Business Response

  Date: 08/06/2024

  Hi there. Thank you for reaching out to Tonal regarding the replacement you are currently in need of. As your Tonal was installed in July of 2021, your Tonal warranty for both parts and labor has expired. The issue you are currently experiencing indicates an internal issue that cannot be repaired and requires a Tonal replacement. Our fee of $795.00 encompasses parts, labor as well as shipment of the replacement trainer which is a heavily discounted fee for our refurbished devices which retail for $3,625.00. At this time, you are not eligible for a return for refund as you have had your Tonal for more than three years, exceeding our 30 day home trial. We're happy to proceed with assisting you and providing you a link to purchase your Tonal replacement. If you're not yet ready to do so, your case will be closed and you can reach back out when you are ready to proceed. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22099666
  
  I am rejecting this response because: I have been in communication with your support team via email and it has been confusing and not helpful. The original email came on 8/6/2024 and a chain was started (Email 2 of 2). This email was the first I heard about the $795 fee and I expressed my disappointment and then followed up with canceling my membership. Then another email chain was started on 8.6.2024 (Email 1 of 2) where the customer service responded by canceling my membership but to go on to tell me about the deal I was getting with a $795 refurbished tonal. I then let them know how financial this does not make sense if they expected payment every 2 to 3 years for a whole new machine. I further told them that this was a new process they did not have in place when I originally bought the machine, and my concern is that in 2 years they may require me to purchase a brand-new machine at full price. The mentioned guaranteeing the refurbished one and I asked if they could guarantee it for 5 years and if they could I would move forward with the purchase. I then just got an email on 8.9.2024 where they are now telling me that they can service my machine, but I have to purchase the service from them. This email is probably one of the most shocking to me as the original email said they could not service it onsite, and it would need to be serviced back at their facility. The customer service and path forward has been extremely confusing and dysfunctional, and I feel like I am being lied to at this point.
  I have no problem purchasing a refurbished product or paying for a service, I would just like to know the expected life of the product so I can determine if this is the path I want to take. Its like buying a new car, I know with a reasonable expectation what services it will need and how long it will last. I also know if I perform routine maintenance on the car it will last longer. So when I make that purchase I can take all that into consideration to ensure that is the car I want to purchase. For the tonal they do not offer any routine maintenance, the sales *** told me at least 5 years and it lasted 3, and the warranty terms changed after purchase. How as a customer am I supposed to make a decision on this product?
  If your company needs better strategy and financial advice please contact me I can help. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/13/2024

  Hi There,
  
  Thank you for reaching out to us. We regret that your recent experience has led to some confusion.
  
  At this moment in time, the issue with your current unit cannot be repaired, and a replacement is necessary. For members who are out of warranty, the cost for a replacement trainer is $795. Please note that we are unable to offer a 5-year warranty on the replacement unit. As outlined in our terms of service, all replacement trainers come with a 45-day limited warranty. If any issues arise within this period, you will not incur any additional charges for a second replacement or necessary repairs.
  
  Our Escalations team has attempted to contact you to discuss your available options. We look forward to resolving this matter with you soon.

• Initial Complaint

  Date:07/31/2024

  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 a Tonal that is still under warranty for parts. The business is claiming they cannot replace a part that is defective and must send an entire new unit that will cost me $795 in labor. They are not offering the option for me to send the unit or install it myself, and are not offering a refund, though that is outlined as an option under the warranty.

  Business Response

  Date: 08/01/2024

  Hi there. Thank you for reaching out to Tonal. As your Tonal was purchased and installed in 2021, you are out-of-warranty for labor and covered for parts only. The parts aforementioned are parts required for repair. The issue you are currently experiencing requires a full Tonal replacement which does not constitute as a part. As such, the $795.00 charge encapsulates the charge for both the labor, shipment of the Tonal as well as receipt of a full Tonal replacement. As per our warranty terms found here: **************************************************************: "If your Product has a defect or malfunction covered by this Warranty, Tonal will repair, replace, or refund the Product at the sole discretion of Tonal." You are not currently eligible for a Return for Refund as you are outside of your 30 day return period by more than three years time, therefore, we will not be able to proceed with a return for refund. Our team is happy to assist in getting you the purchase link for your Tonal replacement if you wish to proceed. If not, your ticket will be closed for the time being. 

• Initial Complaint

  Date:07/12/2024

  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 was one of the first adopters of Tonal. I constantly advocated for the company and even had four confirmed referrals who purchased the machine after I told them to. I am happy to share their names. I also was personally trained by former Tonal coach ******* ****** and remain friends with him. In late 2023, Tonal reached out to me because they wanted to replace my machine. I did not request this, but they came out and replaced it. Earlier this month, the machine they gave me completely broke down. It is showing an error code and regardless of whatever troubleshooting I do, it is not working. I called Tonal and every day they told me someone would call me back. Nobody ever did. I had to keep calling until eventually I spoke with a team leader, *****, who told me I would need to pay $795 and wait three weeks to get it replaced. This is completely ridiculous and the company needs to be held responsible for installing a faulty machine, likely a refursbished model, in place of my original machine, which had always operated properly.I am so disappointed in the company and how they are handling this. This was a great organization with great products and service. It has become worse and worse each year. I will not remain quiet about this. With the same tenacity I used to praise Tonal, I will share my negative experience about the quality of the hardware and software with my network. I do not care how much it will cost me, but I will not be taken advantage of in this manner.I am a CEO, a member of YPO (a network of more than ****** CEOS, and a large following. I refuse to be treated this way.This machine needs to be replaced with a working machine immediately.

  Business Response

  Date: 07/15/2024

  Thank you for reaching out to Tonal regarding this issue. We understand your frustration with the recent issue with your Tonal unit. As a reminder, the proactive replacement you received in October 2023 was outside the standard warranty period. Replacement devices typically come with a 180-day warranty, which has now expired for your current unit. To provide additional context, the proactive replacement was offered to ensure you had the most up-to-date parts and technology and this was accepted on your part. The ******************* error indicates a hardware issue requiring a replacement, which comes at a cost of $795. We appreciate your loyalty as an early adopter, however, due to the warranty expiration, we're unable to offer a complimentary replacement at this time.
  
  
  

• Initial Complaint

  Date:07/06/2024

  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 in the process of divorcing my abusive husband for 18 months. I've owned the Tonal for 3 years. My ex husband never used it, only I did. I have a court order stating everything in the home is mine and my house is on the market for sale. I've been attempting to schedule the move with Tonal for over a month. They refuse to work with me since my ex husband's name is on it and he won't return their calls and emails. This is some massive patriarchal misogynistic BS and Tonal should be ashamed. Tonal hates women and hates survivors of domestic violence.

  Business Response

  Date: 07/08/2024

  Thank you for contacting Tonal. We understand your frustration regarding the difficulty scheduling a move for your Tonal unit. We want to assure you that Tonal does not discriminate against women or survivors of domestic violence. For security purposes, Tonal accounts can only be accessed and modified by the user named on the account. In this case, since your ex-husband is listed on the account, we were required to reach out to him as well. We understand this may be inconvenient, especially given the situation. We previously attempted to contact your ex-husband to discuss the account and move request. However, since he hasn't responded, we were unable to update the account information or schedule the move. Unfortunately, we are unable to further assist with the move until the account information is updated.

• Initial Complaint

  Date:06/18/2024

  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.

  My Tonal is just at 22 months old and almost out on parts 2 year warranty and out of the tiny 1 year labor warranty. I had to parts break on the tonal in the last 2 months and tonal will not send the parts for me to repair them, but charge $395 per repair. They said they would do a 1 time fix on one part, but would not on the other. I asked that they send the part so I can fix it myself bc its just a button. This was their response sincerely not recommend self-repairs, thus I regret to notify you that we do not ship parts separately. They are refusing to honor their warranty unless I pay $395 to have some 3rd party to spend 10 minutes fixing it and they charge $395 for any repair, so its an obvious racket.

  Business Response

  Date: 06/19/2024

  Thank you for contacting Tonal about the repairs needed for your machine. We understand your frustration that the parts are out of warranty by a few months and the labor falls outside the standard one-year coverage. Let me clarify our warranty guidelines: Tonal covers parts for two years, but for safety reasons, we do not support self-repair. This policy is in place to ensure any repairs are done correctly and to avoid potential injuries. The $395.00 fee you were provided is solely for the labor cost of a certified technician to fix the malfunctioning parts. We understand this may seem inconvenient, but our technicians are highly trained to ensure your Tonal remains safe and functional for years to come. We appreciate your suggestion to fix the button yourself. However, due to the potential for improper repair and safety concerns, we cannot provide parts for self-repair.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21866386
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/20/2024

  I want tonal to honor the parts warranty and send me the part to get it fixed. Tonal is a scam and I'm not the only one they are scamming. They claim that it costs $395 for a service call when there is no way it will take anyone longer than 1 hour to fix the button that is broken. The built a faulty product and can only remain in business by scamming people on repairs.

  Customer Answer

  Date: 06/20/2024

  I want tonal to honor the parts warranty and send me the part to get it fixed. Tonal is a scam and I'm not the only one they are scamming. They claim that it costs $395 for a service call when there is no way it will take anyone longer than 1 hour to fix the button that is broken. The built a faulty product and can only remain in business by scamming people on repairs.

  Business Response

  Date: 06/21/2024

  Thank you for getting back in touch. We understand your disappointment that the labor falls outside the warranty window for your Tonal repair. We appreciate you bringing up the concerns about the service fee and want to assure you the $395 covers a certified technician's visit to diagnose and potentially fix more than just the button. Additionally, we do not support self repairs and this is a complex repair that requires a specialized service team. This ensures the overall safety and functionality of your Tonal for continued use.

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21866386
  
  I am rejecting this response because they are just repeating the same thing over and over. It's my tonal and I can fix it how myself without paying their ridiculous prices. Scam.
  
  Sincerely,
  
  *************************