ComplaintsforFitness Pro

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/26/2019: Purchased a Commercial Elliptical (True CS400) from "Allways Improving LLC dba Fitness Pro" for Home Use as we were sold on the 10 year warranty and Lifetime Frame Warranty as stated by the salesman and the company website. The unit cost $4100.00 Ser# 19-XC4000760H. 11/1/2021: The unit started squeaking badly and we requested service from Fitness Pro (True Authorized dealer that we purchased the unit from.) Spoke to True and they started a trouble ticket# 602279. 11/11/2021: ***** with Fitness Pro showed up for service. He said he tightened a the Frame pedestal bolt on the base of the unit. 11/13/2021: The unit started squeaking worse. Notified Fitness Pro and they did not respond over several days so I called True Fitness again and spoke with Ricco with support. He made a call and was able to get Fitness Pro to schedule a follow up visit. 12/2/2021: ***** with Fitness Pro showed up again and got on the phone with True Fitness (Ricco). ***** told me the pedestal bolt was stripped when they (Fitness Pro) installed it and True is going to replace the entire unit. 02/04/2022: I emailed Fitness Pro with no response. 02/09/2022: Emailed Jeff at Fitness Pro and he asked Mark to check on this. 02/14/2022: Mark sent me an email stating: "They are not wanting to warranty the item. They rescinded the RMA offer that Chris(Fitness Pro) told you about while onsite with the machine". 02/24/2022: Aislinn Hartman from True Fitness and she said she would research and she has since told me that Fitness Pro will not warrant this as Fitness Pro broke the unit and they are responsible for the repair and Fitness Pro isn't responding to them to help with resolution. 02/24/2022: Jeff with Fitness Pro replied to my email stating that True was asked to call me 2 weeks ago and did not. I am asking for the broken pedestal to be replaced with a OEM frame or that the unit to be replaced as promised.

  Business response

  03/31/2022

  ***** ************************ ************************** ***** ********** ***** *** **** **** ** *** **** ******************* ******** ** *********

   

  Dear Sirs,

   

  This is my response to complaint ********** 

   

  *** ******* purchased a True CS400 Elliptical from us in October 2019. In November 2021 the unit started squeaking. We made one repair but the unit started squeaking again. After a few phone calls with the manufacturer, True Fitness, they told our technician ***** Barbaree, that they would warranty the unit and send *** ******* a new one. Then after a few weeks, True Fitness came back and said they would not replace the unit and suggested a fix that had been done on many of the same unit with success. At this point, *** ******* did not want a fix, he wanted a new unit. I told him I would work with True to see what could be done, but True was adamant they would not replace the unit.

   

  I told *** ******* to let us do the fix True was suggesting. And then if he was not satisfied, I would look at replacing the unit. This is the email sent on March 4^th to Mr. Calvert.

   

  ** ******

   

  Unfortunately True is giving us the run around. As you said, True told us one thing and then reneged on it. I can’t force True to do anything. They are usually a really good company to work with, but that has not been true in this case.

   

  So how about this? Let us do the repair that True is suggesting. If that does not work to your satisfaction, we can look at replacing the unit.

   

  What do you think?

  Jeff

   

  *** ******* said he wanted something in writing from True stating this. I told him I would ask True Fitness but I have no control over that. I am offering to potentially replace the unit on my dime as I can’t control what True Fitness does. True Fitness has not offered up anything in writing as of this moment and that is where we stand.

   

  I am doing everything I can to help, support and fix the issue to take care of my customer.

   

  I hope this helps and let me know if you have any additional questions.

  Regards

  ****

   

   

   

   

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