Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a CLMBR off the company it was delivered on 12/15/23. The product was suppose to be assembled, I paid $300 for white glove delivery. I then had to contact the company as the product was left outside in the dirt and not assembled. The company then sent a crew back to assemble it on 12/20/23. By 12/27/23 I had contacted the company about the product having glitches and shutting off ********-out. Over the course of the last 3 months roughly I have been communicating with the company. I went through the trouble shooting steps they asked me to do and I have had no further contact from the company. I have asked repeatedly for them to send a rep out to fix the machine and at this point I have asked them to ***** a full refund and take their machine back. They have not answered the phone when I have called twice and they have not answered the last three emails sent over the past 2 weeks.

  Business response

  04/05/2024

  We have been working with *************************** since January on her issues she has experienced with the CLMBR. We have provided many troubleshooting steps, etc. and ultimately have found that nothing has resolved some of the issues. At this time, we would like to service her unit as she is outside of her 30-day return window. This is standard practice for our company, and stated on our website. 

   

  ************ is refusing service and demanding a refund and return. This is something that needs to be approved and is currently still pending. We are gathering more information on this case to determine next steps. 

   

  Customer response

  04/09/2024

  Complaint has been resolved. After much run around company gave a full refund, awaiting the pick-up of the equipment. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently ordered a CLMBR Exercise Machine. This equipment took five weeks to arrive. After assembly by the technicians ($160.00 fee) that took three hours, I was unable to have Internet Access. Subsequently, this issue has been fixed. Recently, the metrics of the machine have failed to activate on the pad screen. The machine is useless without the ability to track the metrics. I am so disappointed in this product and would only like the equipment issue to be resolved. Unfortunately, they fail to respond whenever I call the business or send an email. I will never buy another product or recommend this business to anyone. Yet after spending ******** on this equipment, I want the company to call me and help me resolve the issues. That is the least that they can do. They have terrible customer service. No one ever answers the phones!

  Business response

  01/29/2024

  After reviewing the case, I see that there are have a few times the customer reached out. Subsequently, our customer service department reached out to the customer and provided some troubleshooting steps along with sending our standard service request form for the customer to fill out. This form goes directly to our engineering team to review and provide troubleshooting steps. Our manager, ******, has also reached out to the customer to schedule a time to discuss **********'s issues over the phone in the coming days. We feel as though these issues are minor and very fixable. 

  Customer response

  01/29/2024

   
  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.
  
  Sincerely,
  
  ***************************

  Customer response

  01/30/2024

  The only reason that CLMBR organization contacted me was because of this complaint.  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The ***** 01 is a defective product. While I bought the item from another party it was "professionally installed" for an additional fee and was in basically new condition as not used for climbing function. I understand it was beyond warranty, but issues I had - belt, sensor, monitor, wifi, etc. are all well known per discussion with the company and the rep noted the product is discontinued and many replacement parts not available as these are very well known problems with the machine. If the company knows this product is faulty (as noted by many) why is it still available for purchase? They claim that it can break in transit which is not noted on their site. Nor did they note issues with belt/resistance/sensor/wifi/monitor/etc on their site. They note the 02 has more resistance and improved wifi connection, but does not make mention of new technology to avoid major problems found with the 01 machine (no longer uses a belt for example as that often breaks). I am mainly frustrated that the company seems to be brushing this under the rug and not addressing a faulty 01 product. Perhaps its unlike auto industry where if a item is deemed faulty its replaced no questions asked. I have never been so frustrated with the integrity of a company before. I would hope they could help correct the belt issue, sensor, etc. but can not help with the belt as that alone is discontinued. This is about customer service, informing the customer and standing by the product. If have no merit for replacement/refund/repair I understand as beyond the warranty. Just trying to make other buyers informed regarding information that is important to make a informed decision upon purchase of what they seem to be suppressing intentionally online.

  Business response

  04/24/2023

  Hello, 
  Unfortunately, since this machine was purchased through a 3rd party, it is not covered under standard CLMBR warranty. Please see our standard warranty terms: *************************************************************************************************************

  
  Additionally, the original purchaser placed their order with CLMBR in 2021 (specifically, they placed the order on November 29, 2021 and was delivered on January 19, 2022. This means their warranty expired on January 19, 2023). If the customer would like to have the machine repaired, we are happy to help with sending the correct parts, however, the customer will be responsible for the costs.
  

  
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the CLMBR 01 original machine, they advised there would be no returns or refunds of this item. I received this item in late September. I was advised that we needed to put the machine together ourselves, but then received a text message that someone was coming to set it up, after my husband already spent hours putting it together. Bad communication from the start. After a few days, I noticed the computer would freeze and not come on right away; I also noticed the equipment itself was hard to adjust, and the resistance level felt like absolutely nothing even when increased up to 10. I learned from other users, that they had the same problem, and were advised to change the belts, which caused them to have the whole machine break, so I did not pursue this. In early November, I was trying to use my machine and the screen was on a continuous update mode, frozen. I emailed multiple times about this issue, and it took weeks for the update to be cleared through the system, I had to perform some technical resets myself. Several weeks later the problem was finally resolved. However, the machine still has problems, and the computer freezes. The equipment itself is extremely loud, and really does not feel stable underneath me. I don't think this is a quality piece of equipment, and am concerned about getting injured while using this. I have used Peloton in the past, and their machines are extremely sturdy. I am disappointed in the fact that there is no option for a refund on this, and I am currently still paying to Affirm every month for a piece of equipment that does not function well. I feel I was sold a bill of goods, and I see reviews mentioning similar things from other customers. I think I understand why they said no refunds on this machine.

  Business response

  12/09/2022

  On November 2nd, the customer wrote into our support email stating that their machine was not working due to their monitor being stuck on an update. Our company was aware of this issue that was occurring, and we let the customer know that we were working on this problem effortlessly to find a solution. Additionally on November 2nd, we asked the customer to send us their serial number on the monitor to see if we could look further into the issue. 

  On November 8th, the customer wrote in that the issue was still occurring and asked that we cancel her membership or comp. her one or two months free of our on-demand subscription. We gave the customer a free one month subscription. The customer was still not happy with this, so we extended her free subscription to February 6th, 2023 due to the inconvenience she was experiencing. 

  On November 14th, the customer wrote in that she was still experiencing issues (this we were aware of and were trying to find a solution). We responded with the following: 

  
  Hello ****, 
   
  I apologize and we are working to get this issue fixed. There are troubleshooting steps that you can try that have resolved the issue for several displays. 
   
  The displays getting stuck on the getting the latest from CLMBR is a known issue effecting some users when we tried to add the displays to our device management network. Based on our testing here we had no reason to suspect this issue and were not aware of it until users began to report it. We are working diligently to get the machines working again and appreciate your patience.
   
  The issue involves the saved wifi network on your machine, sparing the technical details, we have seen many users who initially reported this issue successfully gain connection by performing a combination of factory resets and manually forgetting saved networks.
   
  To access the background settings on your display, with the display powered on, press the power button on the rear of the display 6 times with about a half second pause between each. If done with the correct timing a blue back arrow will appear in the top right of the display which you can press to have the settings button appear. Press this to enter settings.
   
  In the settings menu under wifi you will see your network name. If it only says saved and not connected you may not actually have a network connection. Press the trash can icon next to the name, and then connect to other network to manually enter your wifi information again.
   
  Once you have the connected alert leave the display on for several hours to allow it to grab the update in the background.
   
  If you perform these steps several times without getting the connected alert under the network name go back to the main menu and perform a factory reset. Once the reset is done attempt again.
   
  Please let me know if this is able to fix the display for you.

   

  Those instructions did not work for the customer, and she sent us a bad review that she posted and wrote on BestBuy about our company. 

  On November 15th, we put this customer on our list to get her a new monitor in hopes that this would resolve the issue. She told us that she would subscribe again and be happy once she received the new monitor. On November 16th, CLMBR got word that we had a solve for the issue. We immediately let the customer know and asked her to power off and on her machine. This worked and her monitor/machine was working again. We did not hear from her after it was fixed. 

   

  As for the assembly, we never ask our customers to assemble the machine. We provide all of our customers complementary white glove delivery which includes delivery and assembly of the machine. However, some customers are located in a two-step location (delivery and assembly happen on a different day). We also never ask our customers to try and fix internal components of the machine. 

  To rectify this, we would be happy to swap the customer's machine with a new ************************* that will begin to ship in early 2023. 

  Customer response

  12/16/2022

   
  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. I only ask that this machine is picked up and taken away either before or when I get the new one.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of Transaction: August 1, 2022 Amount Paid: $2,362.74 Details: Problem #1: My initial delivery date (August 10th) was a complete no-call/no-show by XPO. Upon calling XPO, they just wanted to reschedule me a few weeks later. Completely wasted a day calling off work to not have it delivered. CLMBR was able to push XPO to have it delivered on August 15th instead of August 29th.Problem #2: Because it's a two step process for setup, XPO wanted to schedule my installation for September...meaning a gigantic box just sits in my house for weeks. This is where CLMBR customer service was able to assist and get my installation moved to August 22nd.Problem #3: I ordered the summit package, which included a huge bundle of items. CLMBR never shipped these out...their claim was warehouse issues because they were moving around. Nonetheless, really inefficient way of going about logistics.Problem #4: Installer arrives on August 22nd and about 75% of the way through installation realizes the machine I received was defective and had to stop install right there. We contacted CLMBR and XPO. No resolution outside of needing to now schedule a date/time for XPO to pickup the partially assembled defective machine....then schedule a NEW delivery date for a replacement machine....then schedule a new assemble date. What a crapshow.Problem #5: CLMBR/XPO is now unable to pickup the defective machine until September 19th!!! In what world, does a company not go into full damage control mode after all this c*** that has gone on? At this point, CLMBR is just giving me more or less "we'll let you know" type of responses to the situation. So I'm stuck with this defective machine taking up my basement, and a large empty box that I cannot throw out due to them needing it whenever the machine is picked up (September 19th??).I just want a working machine, and a company to be responsive to serious and significant logistic issues.

  Business response

  08/26/2022

  Hello, 

  We have been dealing with this customer since the time of issue. We spoke with him when XPO was at his house and stated that his machine is defective, as well as followed up multiple times to help with a potential swap. We realized the machine is not defective, rather a new model that the technician was unfamiliar with. We are servicing his machine this coming Monday. Additionally, we refunded the customer 30% of his original purchase due to the inconvenience he has experienced. 

  Customer response

  08/26/2022

   
  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. While the situation has been extremely frustrating to deal with, with all sorts of surprises and date changes and unknowns, assuming the machine is actually not defective as CLMBR is saying (the installer that initially showed up said it was defective), and the assembly of the unit is finished on Monday, we should be good to go.  Thank you for your assistance.
  
  Sincerely,
  
  Tigh *********

*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. ↩