ComplaintsforFitness Depot

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I decided to purchase a bar from ******** ****** as their warranty reassured me that if I had any issues with it, it would be taken care of for me. (I have heard of other people having quality issues with their equipment from ******** ******). And sure enough, it broke withing the first week of using it. I reached out to let them know it was defective and asked for a replacement bar to be sent or for my money back (as the bar was still under the 1 year warranty) they informed me that I had to drive hours away to bring the bar to a warehouse and have them repair my defective bar. I had been dealing with this issue with them for months since the bar was delivered. When I informed them I am unable to make the delivery of the broken bar to their warehouse and asked if they could pick it up, send a new one, or at least refund me for the broken bar, the response was no... not a single person I spoke to was willing to work with me to help solve this issue.

• Initial Complaint

  20/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a Norditrac x15i treadmill for 3,049.87 December 09-2019 from Mississauga’s Fitness Depot ******* Ontario Ltd 9-3*** ***** *** ********. I was never ever told that the product cannot be refunded, exchanged prior to me paying in full. I paid for extra warranty 212.44 5 years above manufacturer. On December 10th, the driver of Fitness depot delivered the machine to my home in open box. It was not sealed in any way. The treadmill was Brought down to my basement for set up. They never tested it! with in 24 hours I had to call Fitness Depot Mississauga to advise them the machine was NOT WORKING full capacity and they said to me that I need to call **** Canada. I asked them to take it back and replace it with a new fully operational machine. Even if their was a stock fee.Their reply is WE CANT, COMPANY POLICY. its on the invoice! That was very to my ears as I was never was told, nor given any option prior to the sale. I then looked at my invoice and saw All sales are final, no refund no exchange. This was never spoken to me. I had waited 2 1/2 months ( right after purchasing it ) with a broken machine waiting for it to get fixed. 3 years later after many many attempts from the beginning the machine is still not operating properly.My warranty has been taken unnecessarily as this machine has been more shut down than up and running to a limited capacity. their has been over 10 service calls to fix this machine not forgetting adding on time off work, my health and still today the same problem. this treadmill has not gone over so many few months of fully operating as it keeps breaking down.The manufacturer technician has attempted many times to fix it and again I still today have problems with it. I am now told my manufacturer warranty is up.So I called call fitness depot as i paid extra warranty to the store and from February 24,1 service guy came out and I never heard back from him.I have many emails 3 years supporting my case of service calls.

• Initial Complaint

  19/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an ******* treadmill Dec 8/21 from Fitness Depot: finally delivered Dec 22/21 - used 3 or 4 times before it broke down: lights up but buttons don't engage. Troubleshooting did not resolve. Phoned the store who could only supply an email for warranty repairs requests. Emailed Jan 11/22: same day ******* forwarded for service request to ********* No reply so I wrote Jan 14/22 inquiring about the status. ***** responded request 875484 submitted SO 184382 to Fitness Depot on Jan 13/22. Still no contact by Jan 17/22 so I wrote back to *******, *****, ******* service support and added CEO ******* *** ******* & Director Fitness Depot ***** ****** requesting assistance in obtaining communication and repair booking. No responses. Called Fitness Depot Jan 19/22 where I purchased the item - they said someone will contact me some day and they can't help further. It's been 5 1/2 weeks since I replaced my old treadmill, trying to recover from surgery and can't get this item fixed.

  Customer response

  10/02/2022

  UPDATE: 

  Husband called Fitness Depot on Monday Feb 7; 20 minutes later received a phone call from Val's Fitness Repair service who made an appointment and came today (Wed) to replace the control panel.

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

  Anyways, it's now fixed and I can resume recovery.

  I appreciate the assistance of your organization and am still flabbergasted they never responded!

  **** **** 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Fitness Depot has advertised in their website a special boxing day sale of rubber coated hex dumb****s for $1.50/lb, however when I went to this store to pick up a set, they told me they can not honour the advertised price and it was $2.25/lb. They did not sell me as advertised. I decided not to purchase on the spot and fill a complaint for misleading marketing practices. Their website and the product advertisement does not indicate anywhere that prices are different at the store and they usually are not. * **** ******** *********** **** *** ******* **** ** **** ** **** *** ***** **** ************** *** ***** ** ******** *** I visited the store on December 27 and was denied to purchase the equipment at the advertised price.

  Business response

  26/01/2022

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

   

  Fitness Depot Ottawa store located in Ottawa is an independently operated franchise store.

  As a franchise store we offer the customer more selection and wider range of products not available to the corporate owned stores.

  This is indicated on the dealer locator portion of the ******************* website.

  Pricing for some products may be the same and for other may be more than what is advertised by the corporate locations because we have sourced alternate product to meet the needs of the customers and unfortunately in time like this during covid there is a premium paid to get stock to sell.

  As a franchise we are not privy to all the details provided to the corporately owned stores.

  We do not get in to price wars or price matching outside the Ottawa region.

   

  The complainant is unfortunately picking up a different URL as provided by his internet service provider.

  We are aware that using different service providers such as **** or ****** can provide different results on a web search.

  Clicking on a website that asks which province you reside before you search is another way for companies to provide pricing for product as it may be different among different locations.

  Fitness Depot Ottawa cannot control what URL is being used by the provider.  It was explained to the complainant that they are viewing from outside the Ottawa region.

  A full explanation was sent in writing to the complainant.

   

  We consider this matter closed.

   

  Yours in good health,

  Fitness Depot Ottawa

   

*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. ↩