ComplaintsforFit3D, Inc

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We are a fitness facility that has purchased a Fit 3 D Body scanner. We have reached out multiple times for help/support because our machine has been down for over 2 months. We have had little (if any) communication only through email (a generic customer support email) that is from a different person (same email) each time. We have no means of any other communication with them, and they refuse to call or provide a phone number or direct line of communication. We are now in our busiest season as a gym and have a machine that costed us thousands of dollars that does not work.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In December 2018, I purchased a piece of body scanning equipment from ****** for use within my wellness business. The terms of service in the purchase agreement stated I would have unlimited access to the scans and software use. In mid-December 2023, I was denied access to the use of my Fit ************. After numerous emails requesting support to resolve the issue, I was told by ******************************* GM, ****** that if I wanted to continue using the technology, I would have to pay a monthly subscription fee. He conveyed that emails had been sent out to notify equipment owners of the change, however, I never received any notification in writing; via email or letter. Additionally, when I asked for proof of the correspondence, none could be provided to me. The abrupt cessation disrupted the continuity of client service and negatively affected my revenue. I did not purchase the equipment with the knowledge of having to pay additional fees in order to use the equipment. I have tried working through this with the company but they keep referring me to buy a subscription if I want to continue using the equipment.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a used machine from a local business only after discussing it with the owner of the Fit3d. Said model works, and did, and that if there was issues with it they would be able to fix it. I lost my business its been stored in a tempurate control room, the tablet on the unit is failing. I am willing to pay for a new tablet in order to sell it, but they are saying these machines (which are $12000+ new) are out of date and refuse to help. Im still paying payments on the machine. Other units of the same model are functioning. There is nothing wrong with the machine, just a replaceable tablet. But they wont let be purchase a new one. Or sell me one, so even though I continue to pay bank loan for it, its unusable with thier assistance.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a scanner from this business in 2017 for approximately $8000. At that time the agreement of purchase was that we would get unlimited scans for our clients with this up front purchase. Fast forward to 2023 and Fit3D says they've changed things and either a monthly plan must be purchased or we will receive last priority for scans, meaning clients won't get their results for at least an hour. Needless to say, we weren't happy, but we explained this to clients and we made this work. Within a couple of months the business decides that there will be no free plan and that everyone MUST purchase a monthly plan. No grandfathering in of agreements, it now applies to everyone. We ended up giving in and purchasing a monthly plan and NOTHING. Our scanner is sitting there, not working! **************** does not answer phones and since we purchased the machine and let them know it's not working by email, all email communication has stopped. It seems we are one of MANY businesses that this is happening to. The company is still collecting money for products and/or services and doesn't seem to actually be honouring them, but rather just taking the money.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1. Date of Transaction: My Medical Practice purchased the Fit3D on 09/15/2021 2. Amount paid to Fit3D: $7,850.00 3. The business committed to provide Unlimited Software License, Unlimited Scans; Unlimited Scan Storage; Unlimited Software Updates for ProScanner of "same featureset"; Unlimited Software for Web Platform of "same featureset". - Nowhere in the contract does it explain what is meant by "same featureset"4. Nature of the Dispute: Fit3D is now forcing everyone who has purchased a Scanner to purchase and enroll into a subscription platform for a never ending consumable price or their unit is now non-functional. 5. Fit3D has NOT tried to resolve the issue I have in the past discussed this with the owner and CEO of the company which "grandfathered" my office in so no subscription plan was required. I have written to the General Manager who now states that they did not commit to providing Scan Processing Engine (SPE) updates for free. The other statement made by the General Manager (*******************************) wrote on email dated 11/30/2023 was that they "did not commit to maintaining outdated portions of our SPE forever". Resolution Requested: Fit3D should grandfather all those who purchased their equipment PRIO to their subscription service idea. Then they should make this known to future clients and implement it at that time but NOT surprise clients after they spend thousands of dollars.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The company has become unresponsive after I paid for their machine. We ordered it months ago and have not received it yet. We got a notification that it will arrive on Dec 29th. It is now Jan 8th and not only do we not have our machine, but our representative has stopped answering our calls and will not respond to us. We'd like our money back.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,I purchased a Fit3D scanner from this business. As part of the original contract I paid 2k to cover lifetime service. ******************* (ceo) tried to force me to start paying a monthly service fee. I refused, stood my ground, and they agreed to honor the contract. But punished those of us who stood our ground by putting our scanners on the slowest server. Now, I am being told that they are eliminating the slow server, and once again I am being told that I have to purchase a service plan or they are going to shut off my service. Despite, ALL the documentation I have supporting my claims. I would like them to refund me the entire amount I paid for everything.Please know, *******************/Fit3D did this to hundreds of people. I am in the process of contacting as many of them i can, now The $ amount below is not 100% accurate because I do not have paperwork handy.I can provide supporting documentation at a later date if necessary.Thank you!****

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After being an owner of a Fit3D Body Composition Scanner for 4 years, I decided to upgrade to the newest model for our newly build weight loss office. The original scanner was utilized from 2019-mid 2023 and functioned very well. Unfortunately, after ordering the new version of the scanner, we experienced a series of unprofessional customer service and unsatisfactory device performance events. The large, heavy, and expensive piece of equipment was delivered on the incorrect date and left out in the parking lot in 110 degree ***** weather. It sat there until we found it a day and a half later when we arrived at the correct delivery time to receive it. After setting up the equipment, it was determined there was a hardware error and it was not able to function without technical support. They denied sending a technician or setting up a phone call to resolve the technical issue. We were only able to troubleshoot via email correspondence and it took an entire month to get the equipment functioning. Once it began "functioning" we've experienced several technical errors like inconsistent body measurements, and more importantly, a 20% failure rate in capturing scans correctly. Our older version of the scanner had a failure rate of only 1%. I requested to return the equipment and was just going to use the original old version of the scanner and the company says they have a no-refunds policy. When I asked them to provide me a copy of the refunds policy they were unable to do so. I have escalated these issues all the way to the director of operations and the *** of the company, and they are both unwilling to resolve the issues. They even had the audacity to tell me that a 20% failure rate isn't that bad, even though we "upgraded" from a machine that only had a 1% failure rate. The new machine is quite worse than the original and offers zero benefit. I should not be forced to keep it. It is NOT functioning as advertised.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our company ******* Medical LLC, purchased a body composition machine from Fit3D last year. It was ordered 6/29/22 and arrived 10/31/202 and was already damaged, unfortunately it was in such a location that I did not see it prior to accepting the shipment. I emailed Fit3D a picture of the damage but no one ever contacted me back. Luckily the damage was minimal and didn't affect the function of the device. By early December the device was only working about half the time and by the end of December we were unable to complete a successful scan at all. On December 29th I submitted a support request to Fit3D via their website, Support Request# *****, During the month of January there were a lot of email's back and forth between myself and Fit3D attempting to trouble shoot the issue, typically their response time was ok, there was one point between 1/10/23 and 1/18/23 where I didn't hear anything. On 1/26/23 I was sent an email to get the process started for a replacement, this process was completed on 2/3/23 with a contract stating the old device would have to be returned within 10 days or receiving the replacement or we would be charged. Since receiving the (non-functioning) replacement 2/14/23 I have emailed them no less then 5 times to arrange pick up of the old device as instructed in their email on 2/13/23. I have yet to hear from anyone, any phone number I call tells me they no longer accept "outside calls". I have attached the emails and invoices below. At this time they have not charged me for the replacement device, but since I have done everything they asked I do not want to be charged at all.

  Business response

  03/21/2023

  The Customer has received her replacement part and has shipped the broken part to our facility.  For some reason, the customer was not receiving our emails, even though we had read receipts showing that they were delivered.

   

  In our system, this customer's requests has been successfully satisfied.

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