Complaintsfor360 Fitness Superstore - San Rafael

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 11, 2023, I purchased a Malibu 6 touch screen treadmill from 360 Fitness Superstore for $3711.22, which included white glove delivery, assembly, and a 1-year warranty. From its first use, I encountered a significant malfunction where any sweat contact with the touchscreen caused it to behave erratically, including sudden stops and unpredictable changes in speed and elevation, making the treadmill both unusable and a safety hazard.Despite promptly contacting the store for assistance, my concerns were not addressed. Multiple calls resulted in repeated promises for manager callbacks that never materialized. It was only after a considerable amount of persistence that I was contacted by corporate, offering a screen wrap solution for an additional fee of $249.00, with no assurance of fixing the issue.Given the treadmills unusable condition and the failure to honor the warranty, I am requesting: 1. An exchange for a model without a touchscreen, including a refund for the difference in cost. The white glove delivery and assembly for the replacement should be at no additional charge, in recognition of the inconvenience and the warranty not being honored. 2. The proposed wrap solution to be attempted free of charge. If this does not resolve the issue, I would then request the exchange mentioned in point 1, under the same conditions. 3. A full refund of $3711.22 and pick-up of the malfunctioning treadmill, with no further costs to me.The treadmill has been unusable since purchase, and the warranty provisions have not been fulfilled. I expect a prompt and satisfactory resolution to this matter, reflecting the cost and the services that were originally promised.

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a ********** Fitness brand M12T model treadmill from 360 Fitness Superstore located at ***************************************************************** on 5/14/2023. It cost $7,087 including delivery and installation. It was delivered to my home on Friday 5/26/2023 but it seems a used one. Below are the reasons.1.The parts came for delivery without boxes or protect foams. 2.No blue-color protective film anywhere but a small metal area on the touch bar has a tiny trace of the film left and indicates there was such film. There was no reason the delivery/installation people would take the trouble to remove the blue film from there as its not necessary for their installation and testing purpose. Such film should be on other areas too but it was not there. This indicates this is a used machine and the film was removed a while ago. 3.The touch bar paint has numerous lines/cracks on it, impossible for a brand-new machine.4.There are aged grease marks on the belt bed. They seem aged and someone has tried to brush clean it. It is not something a brand-new machine should have just from storage and testing. 5.There are a few other damages throughout the machine, not reasonable for a brand-new machine.6.It only came with the protective film on the touch screen and the delivery/installation people tore it away in front of me without asking me. Removing it is not necessary as the screen can be tested with the film on. I saw floor models in the store has that film on. So maybe the machine is a floor model or a returned defective one. I went to the store on 5/28/2023 to talk to the sales rep who sold this machine to me *************************. He said its not a used one. All the information indicates whats delivered to me maybe a used or returned and defective one. I paid to purchase a brand new one. Please help me get a brand new one to be delivered and installed at my home and the store not to sabotage any tricky parts of the machine to retaliate against me. Jia

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased $38,104.04 worth of fitness equipment through 360 Fitness Superstore. They required we pay them IN FULL for the job prior to install. I was hesitant, but seen they had a few locations, etc. We paid and both checks cleared for the job in FULL. They were late to showing up, didn't place equipment in desired location, left 2 pieces of equipment in operable. 1 completely in pieces on the floor! They are trying to get more money to complete the job. One is missing a part of which we don't what the part is. This is all brand new gym equipment needed for physical rehab, etc. The stores keep requesting we send more money for overtime their guys billed. We had made an agreement prior to the date of install that they would remove one piece of our existing equipment to make room. Now that is an issue they are trying to over **** us for. We are looking for them to COMPLETE the work and leave us with operable equipment.

  Customer response

  02/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after going through a couple people we found one that did come and complete the job we paid for.  It took allot of effort and there is still remaining issues, but they are working to resolve them.  Thank you for your assistance. 
  
  Sincerely,
  
  *********************

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