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:02/11/2025

  Type:Customer Service 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.

  2 appointments where no one showed up, no one called. when i called, they insisted the appointments had been rescheduled - one one told me about that. i had to call them both times to find out what was going on - when their technicians cancelled, they did not contact me, left me sitting home all day waiting for someone who was never coming.

  Business Response

  Date: 02/17/2025

  The team has attempted to call the customer on 2/15 and left them a voicemail to confirm their appointment for 2/20/2025 between 12pm-4pm. We must confirm it live due to the mileage (over 50 miles; must confirm live with customer). 

  Customer Answer

  Date: 02/25/2025

   
  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.  Their repairman alerted me as to his arrival time and did arrive on time.  Thank you.

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

• Initial Complaint

  Date:01/15/2025

  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.

  We had a cracked treadmill frame after assembly that cracked at the screws. We reached out and they were to order the part and come replace it - we were told it was on its way.On the day we scheduled the guy to come and replace he called and asked if we had the part - which was never supposed to deliver directly to us. He said we have to order the part ourselves and have it sent to our home. He also said that he, "Didn't want to drive all the way there". Which was frustrating since we scheduled an appointment through their system and cleared our day for this. We called support and they told us this was not the case and that the part was never ordered for some reason, so they went ahead and ordered it.Maybe around the week of Christmas, I got an email saying the part was delivered to *********************. I called the store and they said they did not have it, so I called AIT support again. I got the run around once again and she said to wait for the part to get to the sports goods store. I repeated again that I had gotten an email that said it was already delivered to the store. Then she said "Oh yes I see that" even though she said she didn't see it was delivered a few minutes prior. She said that it would be sent to *** and that we would get an email to schedule a new appoint. This never came and my husband never received any calls of emails - neither have I. I don't want legal action, I just want our treadmill fixed. We worked so hard to save up just for it to crack at the screws after assembly and I don't understand how and employee can not come to the appointment we scheduled far in advance because he didn't want to drive to our location. It has been over a month or two of us just trying to get our treadmill fixed. It was so expensive and an exciting thing has turned into a big ball of stress.I attached photos of the damage, a screenshot I have for our scheduled days including the assembly day, and close-*** of the damage. I just don't know what to do.

  Business Response

  Date: 02/03/2025

  The additional part for repair was ordered and *** for delivery was 01/21. Service was scheduled after the arrival of the repair part. The team followed up and submitted notes on 01/24 that the repair was completed, and all had gone well. 

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair 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 brand new TREADMILL 22 via ******* website which came with a warranty, PLUS I paid for an additional warranty. I started having problems 3 months after having the Treadmill, when I contacted Bowflex and they dispatched the parts. The warranty company is ***, the tech would not come out and service the treadmill because it was too close to the holidays, week go by and I finally get another person and they found a tech to come by, and from that tech I found out that the original tech had quit and I was not informed. The tech put the part in wrong and my treadmill worked for an hour, so Bowflex sent out more parts, the second tech did not have the tools to replace the motor Bowflex sent and then what he did do to my treadmill cause it to smoke and burn, it worked for .16 mins, and now ******* sent out brand new parts and now I cannot get AIT to come and replace the parts, I keep getting the runaround!

  Business Response

  Date: 01/13/2025

  This issue was escalated to Management and an appointment was set for Sunday, 01/12. The repair was completed successfully, and the customer was contacted by ********** today to confirm they were happy with service, and that the machine was working properly. 

  Customer Answer

  Date: 01/14/2025

   
  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,
  
  **** *****

• Initial Complaint

  Date:12/20/2024

  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.

  Order placed online 11/16, paid in full Dicks Sporting Goods online with *** to ship the equipment. Latest shipment estimate was 12/5/24. The date came and went, we called AIT and the item "may have been lost." Called customer service Dicks, spoke with ***** who was checking into the matter with AIT. No response from *** or Dicks after 2 additional business days. Emailed this afternoon to ********************** with No response. I have paid over ***************************************************************** plan of recourse.

  Business Response

  Date: 01/06/2025

  The initial order was shipped out under AIT #********. Due to the delay, DSG notified *** to cancel and return the product. A new order was initiated under AIT #********. The shipment arrived at destination on 01/03. The delivery provider has the shipmen checked in and contact will be made within the following business day to arrange for an appointment. 

• Initial Complaint

  Date:12/18/2024

  Type:Delivery 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.

  For eight days, I have received text messages and emails from ************************* that they are attempting to contact me to schedule the delivery of the shuffleboard table I purchased through *********************. Their text messages can not be responded to. Their email links are broken. Their local phone numbers of ************** and national number ************** are the same recording that that respond that they are trying to contact me but then give no way to contact them or schedule a delivery and then hang up. *************** ********************** has also been trying to contact them but have had success. I fear that *** has gone out of business without telling anyone. I paid $600 for them to deliver the table to my home, take it to my basement and assemble it for me when I made the purchase from Dicks. Merry Christmas

  Business Response

  Date: 12/19/2024

  The customer spoke with ******** and ******* via phone on 12/13. Customer contacted *** again via chat on 12/13 to speak with ******. Customer spoke with ******** via phone on 12/16. Delivery has been set up for 12/19 and is currently out for delivery. 

• Initial Complaint

  Date:12/15/2024

  Type:Delivery 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.

  Today (12/14/2024) *** delivered my **** order to my home. However, the delivery personnel DEMANDED tips in an unprofessional and coercive manner. My wife initially explained that she did not have cash on hand (because she actually did not have any), but the delivery personnel refused to leave, so my wife had to interrupt my phone call with a client to ask me for cash. Only after I provided a tip of $20 did they agree to leave. Also, they literally banged the items on the floor when they delivered. Theyre very careless and rude. This behavior is unacceptable. A delivery service should never pressure or intimidate customers into tipping. I request for an appropriate resolution or I have to escalate.

  Business Response

  Date: 12/20/2024

  *** contacted the customer to apologize for the poor experience. The delivery fee will be refunded as well as a $200 gift card. Customer was pleased with the situation. 

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22689069
  
  The company reached out to me with a kind gesture, which I truly appreciated. However, as of today (12/24/2024), I have not received any follow-up, refund, or compensation. I plan to wait until a week has passed since their initial contact, by 12/27/2024, and if no action has been taken by then, I will consider escalating the matter further to ensure it gets resolved. 

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 12/26/2024

  From my understanding, a representative from *** has reached out to credit back the delivery fee and send a $200 gift card. 

  Customer Answer

  Date: 12/26/2024

  Complaint: 22689069
  
  A gentleman from *** named **** did reach out to me on 12/20/2024 and mentioned that another staff member would contact me regarding the refund and the $200 gift card. However, as of today, 12/26/2024, I havent heard from anyone, neither by phone nor email, and my credit card statement still doesnt show any refund of the delivery fees. Theres also no sign of the gift card. I understand that the process might take some time, especially with Christmas and the weekend in between, so Im willing to wait a few more days to see how things turn out. With that being said, until all the promises are fulfilled, I wont be closing this case.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/02/2025

  ****** with *** has confirmed the gift card was received. The final step is for **** to refund the delivery fee. *** has contacted **** to execute on refunding the delivery fee by the end of the week. 

  Customer Answer

  Date: 01/02/2025

  Complaint: 22689069
  
  I can either accept or reject. ******* has been very helpful and I appreciate it. But now since I have not received the delivery fee refunds from **** yet, I must choose to reject. However, I will accept as soon as I receive the refunds from *****
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/04/2024

  Type:Delivery 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.

  On 10/29 I got an email that my treadmill, purchased through Dicks, would be delivered on 10/30 between 8am and 12pm. I paid for delivery and in-room assembly. The delivery team of two arrived at 9:30 am and, after bringing the treadmill inside, said that they could not bring it upstairs and assemble it without a bigger crew. They contacted dispatch who told me to expect an email within 24 hours. It's been a week and they have not communicated back. I have called every day and they keep telling me to expect an email by end of day, but nothing. I have a treadmill in a box in my living room. They already got paid. 

  Business Response

  Date: 11/11/2024

  Order was escalated internally to correct team. Full assembly was completed for the customer and confirmed on 11/08. Photo attached. 

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair 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.

  We received a home delivery from *** logistics through ***** Discount Furniture. They moved our adjustable base while assembling our bed frame, breaking the leg entirely off of our base on 7/25/2024. It is currently 10/18/2024 and there have been no resolutions made. They offered to have a service technician come out to our home but refused to answer what the resolution would be in the event that the base cannot be fixed, and most recently, asked me to set up an appointment for a service technician from the place I purchased the base from, which would cost me at least $125. The email responses have been inconsistent, delayed, and rather frustrating as we try to come to a resolution. We haven't been able to sleep on our bed for the last three months, not including the time spent sleeping elsewhere due to renovations on the room. I can also already say that the base will not be able to be fixed with the way the leg is broken off. I would be happy to have a technician out if the company would confirm whether or not they would replace the adjustable base if it cannot be repaired. I worked in the Raymour and ******** service center for 6 months, so I am aware of the procedures of fixing adjustable bases, and something like this cannot be repaired. The part the leg screws into is welded onto the base and was broken off and is now attached to the s****

  Business Response

  Date: 11/05/2024

  Appointment for service was made on 10/28/24. The results of the appointment were that the item was not able to be serviced, and a settlement offer was presented to the customer. A claim was settled along with a signed release form from the customer. See atttached. 

  Customer Answer

  Date: 11/05/2024

   
  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. Although the response time was considerably bad until the BBB review was submitted, the issue is now being resolved and we are still waiting on our compensation which should arrive soon.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The *** installers hit our gas line while installing our basketball hoop. The waiver that we signed stated that *** would call 811 and they would take care of the gas line and invisible fence lines, electrical, and sprinkler systems were our responsibility to mark. Furthermore, 811 did not come to mark our gas lines until 8/14/24 which was the day after installation (8/13/24). *** is denying this but we have video from our Ring camera showing 811 came out after. I spoke to ******* ******** on 8/15/24 about the damage caused by the *** installation crew and not having any gas. ******* ******** told us that *** would cover the costs of the repair, and I have follow-up e-mails confirming this. Before I received the invoice I asked if he was going to pay *** ******** plumbing directly, who repaired the gas line. He told me to pay the invoice and I would be reimbursed. After several e-mail follow-up attempts, ******* ******** responded and stated that *** changed their mind and would only pay $300 of the claim. He suggested that we file under our homeowner's insurance, ********. ******** will not accept my claim, as they stated that this is ***'s responsibility after reviewing the waiver and other details. *** reimbursed us only $300 of a $4,575.00 invoice. $300 does not cover the cost of the pipe to fix the damage caused by ***'s installation crew. *** suggested to file an insurance claim with them. *** denied the insurance claim. I have now paid $4,575 plus will be accruing interest for something that their installation crew caused.

  Business Response

  Date: 10/16/2024

  What the customer failed to mention is full transparency to the overall cost at the time this situation was being discussed.  When discussing this initially, *** did not get the full scope of happenings at the time of the issue. The customer reported they went right in and turned off the gas to prevent leakage. This was an emergency situation for the customer.  They had no other choice than to contact someone immediately to fix their private gas line that the homeowner did not mark on their property. The comment to reimburse was made as a result of *** offering $100 and Dick's Sporting Goods offering $200.  This was agreed upon as *** and ********************* collaborated on this case.  At no time did the customer provide any indication that there were exorbitant emergency costs for this repair. We then received the invoice and had to inform this customer that unfortunately we could not cover additional costs in addition to the goodwill payment of $300. The signed waiver is the final resolution. 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22395525
  
  I am rejecting this response because:  I understand that this was an emergency situation due to the contractor's breaking our gas line- we did not have water at our home and have young children.  We were going to have to stay in a hotel if we went any longer without water.  Allstate, our homeowner's insurance reviewed this claim.  They said that this was a fair rate for this service for our location if it wasn't an emergency.  Our homeowner's insurance also said that they would not accept our claim due to bad workmanship by a contractor.   The plumbing company is a reputable company in our area who has done work for us in the past, and is reasonably priced.  The plumbing company reached out to *** several times to go over the bill with AIT, but they would not call them back.  The part to fix the pipe cost more than $300, plus any additional materials, labor, and excavating equipment.  I reached out to AIT and DIck's several times, and no one will respond to me, which is why I reached out to the BBB before filing a small claim. I am now accruing interest on a $5,000 bill.  I am not asking for any more than the bill for the plumbing company at this time.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 10/29/2024

  *** has submitted all documentation to the Legal Team for review. Currently in progress. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22395525
  
  I am rejecting this response because:  I have not received any additional correspondence from *** after this was turned over to their legal team and I have 7 days to respond or the BBB complaint will close.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/04/2024

  *** has submitted all documentation to the Legal Team for review. Currently in progress and will follow-up for additional details. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22395525
  
  I am rejecting this response because: I am still waiting on their legal team to review and I needed to submit a response to the BBB within 7 days.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/12/2024

  *** is still working with legal and upper management on the issue and will provide an update as soon as possible.
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22395525
  
  I am rejecting this response because: I have not received an update and need to reply within 7 days. Upon the advice of my attorney, I have filed a small claim last week. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/19/2024

  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.

  On 9/4 I purchased a treadmill from Dicks sporting goods in ******* ***** to be delivered and assembled by AIT Worldwide Logistics. After 4 days *** finally contacted me to deliver on 9/20/24. Well, on the evening of 9/18 they texted me and cancelled with no delivery date in sight. I guess I'm the lucky one as they didn't enter my home and destroy it like others have complained about. This company is the pits. Why any company would use them is beyond me. 

  Business Response

  Date: 10/01/2024

  *** reached out to the customer to apologize for the delay and move forward with scheduling delivery/assembly. The customer advised that they purchased the product through the manufacturer and that our services were no longer needed.