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:04/24/2023

  Type:Product 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.

  We bought a True Treadmill Excel 900 with the 16” screen on 9/26/2020 and spent $7500 on the treadmill from our local dealer. One of the main selling points from True is the larger screen that you can stream shows and movies while on the treadmill. For the first year the screen worked great, no problem streaming. The Netflix stoped working, we called True and they said they are waiting for an update to the software, our local dealer came out also and they were told the same thing from True. Disney plus still worked so we used that while waiting for the update. About 6 months ago Disney stopped working and now none of the streaming service work because the chrome software is out of date. We called True and they told us they were waiting for an update and they would get back to us, they never did. We emailed True and they never responded. We called our local dealer who came out, ran the update they had but it still didn’t work. They called True and was told that our unit was old so the updates were low on the list, newer models have priority - our unit is less than 3 years old. They told us that they are a fitness company so that comes first. If you aren’t going to support the features like streaming services, then they should not offer them. The treadmill itself works fine, but the extra features that go with it do not.

  Business Response

  Date: 05/03/2023

  ***** ***** on behalf of TRUE Fitness response, 3 May 2023:

  TRUE does want to work towards a mutually agreeable resolution for ****** ******* to investigate the issue for this generation of hardware and software.  To see if software or firmware update may restore streaming functionality.  Other potential solutions could include but not be limited to:  customer Based off lost functionality of streaming to be used towards the purchase of TV or tablet for use of streaming and entertainment.  TRUE to provide a TV or tablet to customers for use in lieu of streaming through the web browser in the console assembly.
  
  TRUE request for ****** ******* verifies current software and firmware revisions and console. And respond if alternative. Of. Refund or TV or tablet may be an acceptable resolution.

   

  Recorded notice in service ticket ******.
  Identified treadmill as Modal: ******** *** ************* and Console Modal: *********** *** *********** with DOP: 6 July 2020.
  Console is Gen 4 hardware with Software version 4.16.11 as recorded in service ticket 183444 from 7 June 2021.
  Console software version 4.16.35 was released on 21 March 2022 to “Add Netflix instituted requirements for Linux operation system and web browser.”
  Is currently unknown if the console has been updated to new software version 4.16.35 if firmware has been updated from 1.48 to 1.50.
  Since update 4.16.35 it may be possible that streaming services such as Netflix or YouTube may have changed their requirements in both hardware and software.
  Touch screen console for ******** treadmill is warranted for defects in material and workmanship for three years from date of purchase.
  Compatibility with third party products and services is not warranted or guaranteed.

  Customer Answer

  Date: 05/03/2023

  A technician from our local store came out 4/24/23 and verified update with a usb stick install.  The system software version is ********************** - upon calling True when that update didn’t work, they told the technician this is the most up to date and the software updater on the treadmill says the same. We are open to a refund depending on the amount because if we knew this was going to be an issue, we would have bought a different treadmill at a lower price.

  Business Response

  Date: 05/05/2023

  Response from TRUE: 5 May 2023
  
  Thank you for confirming that software version is 4.16.2.
  True has been able to verify that requirements for streaming have changed with multiple services.
  Work orders with software vendors have been placed. We estimate that a solution will be available in the next 6 to 8 weeks. (Half of that time will be devoted to testing that primary and secondary functions of the treadmill will not be negatively affected).
  
  Have been authorized to offer a check issued directly to you withing 10 business days for the amount of $200 to be used in any manner you see fit to be able to overcome the loss of the function to be able to stream Entertainment and general web browsing. Of course, with this when new software is available to reinstate you will still be able to receive the updated software. TRUE will continue to support this consoles functions of streaming and web browsing  until hardware is no longer compatible with services they continually change their requirements.

  Customer Answer

  Date: 05/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  We have been told for 2 years that an update is coming but there has still be no update that fixes the streaming services.  $200 is not acceptable for what we paid for this treadmill.  We could have saved ourselves at least $2000 if we would have gone with our second choice brand. We went with true because of a few of the belt features itself and the large screen for streaming.
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/06/2022

  Type:Product 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.

  My wife and I purchased True Treadmill from Fitness Showrooms in ******* **.Treadmill was delivered on 1-12-22 Had a technician come on February 3rd for the first of 3 calls for the same issue.They can't seem to fix the issue.I want the unit replaced

  Business Response

  Date: 12/16/2022

  TRUE Response to BBB Complaint #********
  
  TRUE Fitness (referred to as TRUE) apologizes for any inconveniences or product shortcomings that have affected the ownership of a TM50 series treadmill by owner ****************************
  
  True will work within the terms of warranty agreement and best business practices to provide ******************** resolution under terms of warranty.
  
  According to warranty card information treadmill SN# **-TM500843H was sold to ******************** on 1 January 20** by Fitness Showrooms an authorized reseller and service provider.  From date of purchase until 6 December 2022, TRUE has recorded no service tickets, warranty part request or request for warranty labor reimbursement prior to 6 December 2022
  
  TRUE ask that BBB Complaint #******** is closed as we had no prior knowledge and have not denied service or altered from the terms of warranty that accompanied the purchase of the treadmill.  True and Fitness Showrooms will work to provide resolution to ******************** with the understanding that a treadmill is a major appliance that supports the weight and energy of walking or running the user creates and may sounds in operation normal and consistent with this category of fitness equipment.
  
  
  On 6 December 2022 at 11:28:15 CST ******************** contacted TRUE via the ***************** number where we created service ticket ******, With reported issue of Motor vibrating in the motor mount making noise.  Customer was made aware that we had no prior parts or service tickets recorded for this unit and would not be able to move forward with a replacement or refund.  He was instructed to contact his selling and servicing distributor Fitness Showrooms and let them know we had open service ticket ****** so we may assist them with troubleshooting and provide warranty replacement parts if needed.
  
  TRUE has been in contact with Fitness Showrooms and request any service history that they have not reported.  They reported back the following:

  
  12 January 2022 delivered unit was operating with no issues or damage

  
  3 February 2022 received notice of noise and motor compartment
  technician was sent to home and tightened drive motor hardware

  
  17 October 2022 received complaint of clicking noise at low speeds
  Technician adjusted drive belt lubricated unit tested no noises were present

  
  04 November 2022 received complaint of a clicking noise once Level 3 is reached.
  Technician found a rattle from the drive motor bracket adjusted tested good with no noise
  
  Treadmill SN# **-TM500843H is covered by warranty, and we have recommended to the distributor parts to have on hand when diagnosing the unit and to initiate a video call with our ***************** center. Warranty parts will be shipped on warranty order CW-******* and should arrive to distributor on or before 23 December 2022.
  
  
  
  *********************
  Product and Trainer Manager

  Customer Answer

  Date: 12/16/2022

  Complaint: 18531736
  
  I am rejecting this response because:

   

  
  
  
  I have had 3 service  calls with Fitness Showrooms 

  No parts were ever ordered or replaced 

   

  when I call Fitness Showrooms they tell me I have to call ********* and hang up on me

   

  when I call True headquarters,  they tell me all communication has to go through the  BBB

   

  l will attach more documents later

   

  I tried cLl

   

  calling  both companies today, ********************** hung up on me, at L

  least True headquarters was courteous,  but wouldn't help me
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/22/2022

  warranty parts were shipped to Fitness Showrooms on order CW-1591956 *** tracking 1Z6816560371676963 Estimated delivery Tomorrow, December 23 by 9:00 P.M..

  once received Fitness Showrooms work with you to schedule in home service 

   

  Customer Answer

  Date: 12/30/2022

  Better Business Bureau:

   

  Fitness Showrooms is scheduled to come 1/3/23 to install parts

  
  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:06/03/2022

  Type:Service or Repair 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.

  True Fitness, in the past, has honoured our treadmill lifetime warranty in a very cooperative and friendly fashion. Now they are not, yet our current valid warranty is the same as it has always been. True Fitness gave us the OPTION to sell back the warranty to them and we DECLINED in writing, then later they communicated that the OPTIONAL buy back is NOT AN OPTION, gave us an ultimatum and threatened to withhold the treadmill part owing to us under warranty if we did not sign away our rights to our lifetime warranty. Holding a gun to someone’s head is NOT giving them an OPTION. We are the original owners and according to the True authorized service rep, the treadmill is in excellent condition. We have all the original documentation for the purchase of the treadmill and the lifetime warranty.

  Business Response

  Date: 06/10/2022

  Mr. **** has falsely accused TRUE Fitness of not honoring the terms of lifetime parts warranty lot/ serial number *********.  We ask this case gets closed as resolved as we move forward with the warranty replacement of the Motor Control Board a $677.06 U.S. value and $275 refund for purchase of warranty as Mr. **** has previously agreed to prior to filing complaint.
  
  Specific details involving case are below additional details may be provided upon request.
  
  Parts warranty lot/serial number ********* was purchased from authorized reseller ******** in Calgary AB Canada on or about 9 January 2003 with a manufacturer suggested MSRP of $200 US.  Warranty any question has been applied to treadmill lot/ serial ********* also Purchased from authorized reseller ******** in Calgary AB Canada on or about 9 January 2003, on order ********* and came with a standard warranty of one year in home labor and five years parts.
  TRUE is not able to retrieve original paper versions of fore mentioned orders but can produce screenshots of the amount the distributor paid for each SN# on order.
  
  Model of treadmill the optional lifetime parts warranty is assigned to has out of production for over 19 years and we are no longer able obtain many of the parts for an appliance that has been out of production since 2003.
  
  Using standardized depreciated value calculators for appliances used within the insurance industry for replacement of appliances, the treadmill itself has no remaining value.  TRUE has offered Mr. **** the suggested MSRP of $200 for the warranty and an additional $75 for the treadmill as in our view they still have value with the name TRUE attached.  
  
  In addition to refunding 100% of the suggested MSRP of the warranty, we have also offered to cover the cost of the Motor Control Board $677.06 U.S. to Mr. **** under the terms of the warranty.
  
  The warranty in question was to be applied to the treadmill when the standard warranty expired and January 2007. Since January 2007 we have upheld the terms of the purchase warranty without question and provided warranty parts on no less than 8 separate occasions, not including this instance.
  
  In summery TRUE ask this case gets closed as resolved as we move forward with the warranty replacement of the Motor Control Board a $677.06 U.S. value and $275 refund for purchase of warranty as Mr. **** has previously agreed to prior to filing complaint on 16 May 2022.
  
  ***** *****
  Director of Product Support
  
  ************** *** **** **** *** ****** ** *****

  Customer Answer

  Date: 06/19/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  The buy back paper is invalid as my wife and I signed it under duress and coercion, and we demand that True continue to honor our lifetime warranty to the best of their ability.  Our treadmill has been out of commission for five months because of True’s stall tactics and diddling.

   

  My wife and I unequivocally told True in writing on February 15, 2022, that we were opting out of the buy-out offer and that we purchased the treadmill largely because of the lifetime warranty which is worth significantly more to us than the buy-out offer.  Also, by virtue of filing this complaint to The ****** ** ******** ******** *******, we believe True has conducted their business with us in and unethical way.

   

  Mr. ***** falsely stated in his response, “TRUE has offered Mr. **** . . .”.  There was no OFFER or option when True held a gun to our heads. -- True coerced my wife and I into signing away our lifetime warranty when they said that in order to receive the warrantied part to repair our treadmill we had to sign the warranty refund contract on or before the specified time (which would render our lifetime warranty invalid).  And, if we did not sign the contract, we would NOT receive the part owing to us.  And regardless of whether we signed or not, True will NOT honor our lifetime warranty on any subsequent claims. -- Here are the True representative’s written words from May 10, 2022, “. . . here is TRUE’s FINAL offer for this issue. Attached is a copy of the TRUE’s Optional Lifetime Limited Parts Warranty refund, we will NEED this offer completed and returned to TRUE Fitness . . . ONCE RECEIVED we will ship out a new motor controller to an authorized service provider to install . . . Form NEEDS to be completed and returned to TRUE Fitness by the end of the business day Friday June 3rd, 2022 . . .”.

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

  
  

  Business Response

  Date: 06/21/2022

  Mr. and Mrs **** continue pursue resolution that has already been presented.
  
  The Motor Control Board and refund is specific to the warranty that was purchased in January 2003.
  
  True has honored terms of warranty by offering the warranty motor console board per the terms of the warranty, as well as refund over 130% of the purchased warranty a $200 MSRP. Tell us why here...

  Customer Answer

  Date: 06/23/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  True Fitness extorted us and coerced us into selling back our warranty.  This is illegal and unethical.

  We demand to have our full lifetime warranty reinstated and for True to continue honoring it until the 99-year period ends.

  We were and are unwilling to sell-back the warranty.

  We signed the recent document only because True was holding a gun to our heads, not because it was in our best interest.

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

• Initial Complaint

  Date:05/17/2022

  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.

  I purchased an octane zr8 in 2018. It was a great machine until it broke. For a gym grade machine it was surprising that it only lasted 4 years, especially because half of the year I run outside. The company provided me the information I needed to submit to get a new machine because it is still under warranty. I sent that in to them. They are dragging their feet on sending me a new machine or even responding to my correspondence. They are also refusing to disassemble the old broken machine, dispose that machine, and assemble the new machine. The customer service has been atrocious.

  Business Response

  Date: 05/18/2022

  BBB
  
  In regard to complaint #********-*************************** and SN# F1807MQ03723-01
  
  It had been communicated within the last 30 days that replacement of original unit had been authorized.
  TRUE/Octane does apologize who is not able to meet a timeline that Mr ****** had in mind but I hope they will understand the issues outside of our control including but not limited to product availability are leading to longer than expected.
  
  The below RMA was processed 18 May 2022 and will ship to Mr merlin's home within the next 30 calendar days.
  
  RMA-4280will scrap SN# F1807MQ03723-01 in field due to a failed dampener mount.
  Unit will replace with commercial modal ZR7000 and the available console in lieu of providing a frame under the 5-year parts warranty.
  
  Replacement unit has a value of $9775.00 and is it offered at no additional charge to replace the retail ZR8 purchased in 2018 with a value of $3499
  As warranty replacement the new unit will ship preregistered to customer *************************** to his original date of purchase plus three months.
  Amended date of purchase will be 23 January 2019. Warranty labor expired in 2019 and no additional assistance will be provided by TRUE.

   

  *********************
  Director of Product Support
  
  **************
  865 *************
  ********, ** 63366

  Customer Answer

  Date: 05/19/2022

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