ComplaintsforFitness Repair Parts

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  From the fitnessrepairparts.com website, I ordered part number *******. On the product page, the part includes a picture of the product which includes a unique accessory. the price is listed at $129.19. I was billed $129.19 plus shipping. I attached the invoice with the part number and price on it. This proves what I ordered. I ordered part number *******. I received part number 6030293. A completely different part that sells for a different price. I attached a photo of the bar code label showing a different part number. I demostrated the facts clearly to FRP. Still they refuse to refund and continue to ask for all kinds of irrelevant information that has nothing to do with the fact that the part I ordered was not received. I attached the invoice and below I listed links to the 2 different parts so you can see for yourself what I ordered and what I received are two different parts. Part they shipped: (they changed the price in the last few days it si no longer $124.03) Part I ordered and part listed on invoice:

  Business response

  04/01/2022

  The resolve to this issue is consistent with ALL issues of this nature.   Mr . ***** can return the part as he agreed to do so when he consented to all terms and conditions when purchasing the part.  When we receive the part we will determine if the part is not correct/defective etc. If it is discovered that Fitness Plus sent the wrong part we will gladly refund full purchase price and the shipping charge Mr. ***** incurred for returning it.  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part that the website claimed will fit my model. When I received the part and tried to install the part, it did not fit the model it claimed to have. The company is not honoring a full refund for not giving me the correct part the listing suggested and instead is saying that they will charge me a ridiculous shipping and restocking fee. As far as I'm concerned, they did not fulfill the order with what I was promised with and I am being charged for something I didn't receive. The fact that they sent me something similar doesn't make my order fulfilled. I am able and willing to return the product they sent if they issue me a full refund.

  Business response

  02/22/2022

  We credited back to the consumer $105.32 which is 20% less than the full amount; this is our policy for restocking new parts that have not been used.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sent the wrong length belt for my treadmill. Then they wanted more and more and more pictures and measurements. The belt they sent was clearly too short, so short you can easily see it with the new one on top of the old one. I keep sending more pictures, and they keep coming up with something else they need. They are making it very difficult to get a corrected action. I would like a replacement with the correct length belt or refund. They want me to sign a new contract to send the RMA back, and that is not fair.

  Business response

  01/26/2022

  Thank you the information. This Return Authorization (RA)  was created on 12/15/21 at the time the customer was informed that this RA would expire on 12/30/21, and the information for all supported documentation required per the warranty and return policy agreed to before the end of checkout.

  The final pictures were received on 01/21/22, which is 22 days past when this RA expired. As a courtesy, we extended the RA. We asked that you give us 3 business days after the required pictures are received for our research team to investigate the issue. Yesterday was the 3rd business day.
  
  After researching the issue It appears there was a cataloging issue on this belt that caused it to be combined incorrectly. We have corrected the issue. We regret that the incorrect belt was sent.  We have provided the customer  a return label to use to return the part. Once it is received in our warehouse, we will send a refund  to the customer . He can then search for the proper belt for his machine as he chooses. 

  We attempted to contact the customer yesterday with this resolve but we were unable to to reach him by phone. an email was sent.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was looking for an AC adaptor power cord for my Schwinn Upright Stationary bike. I called Fitness Repair Parts two times, as well as emailed them several times to find the correct part. I ordered the recommended part on 9/21/21 for a total cost of $58.39. I received the part & quickly realized it was not right. I called & explained the situation & they told me I could return the item, but I would be subject to restocking and testing fees, which would have ended up costing me almost what I paid for the item not counting what I would have paid to have the item shipped back. At this point, they are telling me I ordered the part incorrectly. In addition, they told me they do not carry parts to support the stationary bike I own, which flabbergasted me as I had been corresponding with them for over two months to find this out now. I have attached copies of the invoice, pictures & emails to support my case.

  Business response

  12/22/2021

  Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences.
  
  I've reviewed the transaction in question with this customer and it appears that they mistakenly ordered the incorrect part. 

  As per our policy that you agreed to, when you purchased the part.  purchasing the part, restocking fees do apply.  We communicated to you on many occasions to reiterate this policy.  Offered to create a Return Authorization for you but to date, we have not received that part back.  Here is more information taken directly from a correspondence between you and a representative  "The part that was ordered was the internal power cord for a Schwinn Ci 130, which is not the same model as your machine. The models this adapter is compatible on are listed below the photo of it. The labels on the adapter on our site may have been similar to yours, but the description of the part states it is an internal AC adapter.
  Everything on our website is classified by the manufacturer's model information and parts list for the machine. Unfortunately this adapter was ordered incorrectly. You stated in a previous email that you have not removed the part from it's inner packaging, and if so, the only fee applicable would be the 20% restocking fee for your refund."

  while you may not like our return policy, we are up front and honest from the beginning as to what that entails.   Your requested resolve is not reasonable as we will not consider paying to have a part that you incorrectly ordered modified by an electrician.  

  Even though the time frame allowed for returns has expired we will be happy to receive that part back and provide a refund minus fees per our policy that was communicated to you earlier.  

  Thank you  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a part the evening of 10/18/21, well after business hours. I realized it may be the wrong part and called at 9;30 am to cancel the order. ****** said the part was already picked up by FedEx, but said there would be no fee for inspection or restocking as I was local & literally dropping off an unopened, sealed part in the original box. While speaking with her she says the computer will not back off the restocking fee. I called ***** to verify the status & they said it had not been picked up and was still at the sender. I then called customer service back at 10:30, was on hold for 8-10 minutes & then it went to voicemail. I left a message withe the details from ***** & asked them to call me back. I then sent an email shortly thereafter confirming the package was not yet picked up. So in the end they arr billing me shipping, return shipping & a restocking fee. The damages due to inattention is about $100.

  Business response

  12/22/2021

  
  *****,

  I see that my response to your initial posting on Google reviews was deleted by you .  I'm sharing that response as well as other information in this forum so the real story of what transpired with your order will be known.  
  I did find your order and did some research. The timeline you listed on the review is not accurate.
  Our system logged each call and customer interaction, so I was able to go back and determine the sequence of events.
  You placed the order on Monday (10/18) night at 8:35 PM
  We printed the order out at 5:00 AM the next day 10/19.
  We shipped the order at 8:35 AM. Exactly 12 hours from the time of purchase. Shipping eta stated Oct 20 at 12 PM at checkout
  We did not receive any emails or online ticket requests during the time from order to ship requesting to cancel the order, stop or hold shipment.
  We did receive a call at 9:10 AM and were asked to cancel order. At that time you were advised, correctly that the credit card you used had already been charged and the order had been shipped. (we do not charge until shipping is completed) We could no longer stop the package as it was already in transit.
  The package was delivered to at 12:35 PM on Wednesday. 40 Hours from the time of placing the order
  When you called in after receiving the package you were assisted with setting up a Return Authorization. At that time, you threatened to enter a bad review because of the restocking fee, even though you agreed to those terms when placing the order.
  Reviewing interaction between you and the representative revealed that she acted professionally and accurately.

  Customer response

  12/28/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  I reject the information they included in the letter that I received on 12/22/21 from the BBB on complaint ********.  Had their response been truthful, that would have been acceptable.   I have verified that the order was indeed placed Monday 10/18/21 at 20:35.  That is correct.   I also agree that I called (not spoke) with their customer service rep at 8:15.  I kept very good notes and spoke to ****** at 8:48 after being on hold for more than 10 minutes.  We finished our conversation at 9:10.  She offered to waive the diagnostic fee??? but not the restocking fee.  Also, when she said that ***** already did a pick-up at 8:35 a.m, I became suspicious as that was the exact time I placed the call.  I called ***** at ************ at 9:22.  They informed me that they do not offer an 8:35 a.m. pickup at Fitness Parts Repair and at that time they had not received an electronic confirmation that my label was created.  That is step one of the process.  They said that they can track everything from label creation to when it would be picked up.  It would have been scanned prior to being placed on the truck like all packages.  ***** was a pleasure to deal with and said that what ****** was saying was simply not possible.  ***** still has all of the information relating to that shipment.  If you put in the tracking # of ************ at ***************************** even today it will show they sent the label information to ***** at 9:49 a.m.  As of 10:41 a.m. the package was not picked up.  I've attached a screenshot with the tracking number to verify all of this.  They simply did not want to get the order out of the queue.  I would have fully understood that if they would have been honest about it.  I'm very disappointed in their lack of transparency, lack of honesty and what seems to be a culture of customer abuse.  I would not have had a restocking fee had they been forthright.  I do appreciate the BBB getting involved and trying to resolve the issue.  I have only filed 6 complaints in 25 years.  I do not take it lightly, but feel powerless at times when dealing with large companies.  I've also attached the emails that they said they didn't receive below.  I don't think it supports either party's point except that they said they never received an email from me in their response.  

  
  

  All the best, 
  **** ***** ************

• Initial Complaint

  09/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $530 for what was suppose to be a brand new display console for a NordicTrack Commercial 400 stationary exercise bike. What I received appeared to be a returned item as all seals were broken as I opened the package. After installing the console, it did not work, would only provide a heart rate. The timer stopped every 5 seconds. All other parts of the exercise bike work. Filed a dispute with VISA, FRP has reimbursed me for $288. They still owe a refund of $294. FRP uses threats to get their way. A video is attached showing the display does not work.

  Business response

  10/01/2021

  Thank you for providing feedback on customer's experience with FitnessRepairParts.com. We value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every year. While the vast majority of our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences.

  This is in response to the complaint issued by ***** ********.
  
  FitnessRepairParts.com has our return policy clearly stated during the
  online checkout. We even make customers check the box that states
  return policy has been read and understood.
  
  ***** ******** is complaining that the part looked used- The console
  still had the plastic film across the front that needed to be removed
  before use like all other consoles and TV sold. It was a brand new part.
  His pictures of the part he sent us even confirm this.
  
  ***** ******** has refused to send us pictures of his Model and Serial
  number to ensure the electronics were being installed on the incorrect
  machine. A display console only works for the machine it was designed
  for. There can be several different versions of the same model. And we
  need to verify this information while determining if the part is
  defective or ordered incorrectly.
  
  ***** ******** refuses to let a trained technician diagnose his machine.
  We list service providers on our website, or he could find his own.
  We advised this several times during this process.
  
  ***** ********'s return was treated as a regular return since he was
  unwilling to show proof of the Model he was installing it on. Regular
  returns are subject to a restocking fee and any electronic that has been
  opened from its sealed plastic wrap and installed is subject to our
  electronic testing fee to ensure the internal control board is still
  operational. These fee's are clearly outlined in our policy that he
  agreed to during checkout.
  
  ***** ********'s return tested fine upon return and was not defective.
  
  ***** ******** was refunded accurately based on our policy he agreed to
  during checkout. He was refunded $288.44 on 8/31/21.
  
  ***** ******** has made several threats to our company and our
  personnel, including legal threats, since he claims to be a lawyer.

  We are an organization that believes strongly in integrity and honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout.
  
  Once again, thank you for the opportunity to review customer feedback and learn from it.

   

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part replacement (motor for a treadmill) on 8/14/21 that arrived damaged on 8/20/21. Damage was discovered on 8/27/21, the date that I had a technician available to help with installation. Upon reaching out to customer service to resolve, I was told that there's nothing that could be done to replace this $270 damaged motor since it had been more than 3 days since it arrived to me. This seemed unreasonable, so I asked for a manager and was forwarded to voicemail. Although I left my contact information, I never received a call back. I've also attempted resolution through Chat services, but I was told nothing could be done to help me.

  Business response

  09/17/2021

  Regarding the above list complaint.  I do show this customer ordered this part online on 08/14/21, we shipped 08/16/21, FedEx shows this was delivered on 08/20/21.  Before the end of the checkout process, in the order confirmation email, the email with the PDF copy of the invoice and tracking information, as well as the top of the label on the package itself, it does state that the package and its contents need to be inspected for damage and we must be notified within 3 days of the delivery date to start a damage claim on the package.  For your convenience, I have attached copies of the label and the warranty and return policy where this information is listed for the customer.

   

  I do show the customer chatted into us on 08/30/21 and was advised that we not be able to create a claim on this package.  The customer then followed up with a phone call, where he was again informed that we wouldn't be able to create it.  Customer requested a supervisor, but the call never came through and no record of a voicemail was found.  However, we did attempt to contact this customer and leave a voicemail 706-442-1368. The customer was also informed in this voicemail that the issue with the part can easily be corrected by simply bending the thin piece tin and left information on how he could contact a service provider.  We did not hear back from the customer. 

   

  We are an organization that believes strongly in integrity and honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout.

   

  Once again, thank you for the opportunity to review customer feedback and learn from it.

   

   

  Thanks,

   

  ***** *

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/10/2021 I placed an order with Fitnessrepairparts.com for a part for my exercise machine for $44.18. They advertised the part as a replacement for a Schinn 701 exercise machine. On 3/20/2021 I received the part. On 3/23/2021 when trying to install the part I realized they sent me the wrong part. I contacted them and informed them that they sent the wrong part. They asked me for pictures of the part to show what was wrong with it. I sent them several pictures showing them the serial number of my exercise machine and the difference between my old part and what they sent me. They said to give them 3 business days for their investigation team to look over the pictures. After 8 days I had not heard from them so I called them and they asked for more pictures which I sent to them on the same day. On 4/9/2021 I called them and asked to please send me the right part or refund money. They hung up on me. On 4/13/2021 I tried to call 4 times and I got a recorded message,"No one available".

  Business response

  09/16/2021

  The customer ordered the parts on 3/10; we shipped it on 3/11.  It was delivered on 3/23.  He contacted us to return it because it didn't fit his machine.    He sent us pictures of his machine n 4/1. We needed one other picture which was sent on 4/9.  The customer called that day and that the part was defective which we told him.  He was to return the part to us.  He did not return the part.  On 4/13, we received an email asking about his refund that he had not received and he was upset.  There is a 30 day warranty and return policy and 6 months has lapsed.  This has been closed in our system.  We will not be able to provide a refund or a replacement at this time.

  Customer response

  09/17/2021

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

  There has been no response from the bussiness.
  
  
  
  Sincerely,
  
  ****** ******

  Business response

  09/17/2021

  Thank you for your response.  In hopes of a better customer experience, as a courtesy, we will allow this customer to return this part to us, as we originally requested, as a defective.  Once the part is received in our warehouse, we will send out a no cost replacement as per the warranty and return policy.  The window for this extension will be 14 days from today, however after that time, we will not be able to do any further extensions.
  

  Thanks again and have a great day.
  

*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. ↩