ComplaintsforGeneral Marketing Solutions, LLC

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ive contacted MaxiClimber 3x since Ive got this exercise equipment for my birthday April 21st. The machine is supposed to go up and down simultaneously but only one side goes up and down and the other just up. Maxiclimber asked me to send a video of the problem I did and they sent out a part that has nothing to do with my problem. Ive asked MaxiClimber on multiple occasions thru email to send someone to my house and fix it and Ill pay but all they did was send me out a part they thought I needed but didnt. Im very upset that my machine is not working properly and no help is being offered. Seems as tho these bungie cords are to short

  

  Business response

  05/22/2024

  Hello,
  This customer agreed to receive a box in order to send back the product.
  A Return Label will also be provided so the return is at our expense.
  Please see attached "******************* - CS interaction.pdf" with the address provided by this customer to receive the box.
  Box has already been assigned with ***** ************. This tracking number will be updated by end of day today.
  Best regards.

  Customer response

  05/24/2024

   
  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.

  I had fix the machine myself with no help from the company. The issue i had i fixed. They asked me to remove this complaint since I fixed it on my own

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I pay for a cat litter subscription. The subscription consisted of 2 disposable boxes with litter. It runs for around $35/month. The receipt stated 2 boxes, the subscription states 2 boxes, then I get charged and receive 1 bag. Not a box, but a bag of litter. I then proceed to ask them why and they respond with, "we no longer send those out." This is deceptive practices and do not honor their subscriptions. They did not warn me once that they were changing the product.

  

  Business response

  05/02/2024

  Hello,
  A full refund has been processed for this customer.
  Please see attached "Complaint ID *************** receipt.pdf".
  Best regards.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the XL in March of 2022. Within the first month the roller was rubbing up against the bar and I had to order another set of rollers. Since then the rollers have continued to rub and had to have them replaced several times. I have also noticed that the bar leans when its being stood on. I have called and complained several times to which I have been told I needed new rollers again. I sent in pictures several times and now they are telling me its a different set of rollers that need to be replaced. The rollers on the actual bar where you stand. I remove the bar per the instructions and notice the screws to the 4 rollers are stripped and the screws can not come out. I call them back and was told they do not sell replacement bars and I have to find someone with a drill or saw to cut the top of the screws to try and remove it. Well Im a single mother with ********* in her hands and dont have access to this kind of help so now Im stuck with a $400 machine that I can not use.

  

  Business response

  01/10/2024

  Hello,
  This customer agreed to receive a new machine, which has been already shipped with *** 1Z8E3R890350276439. Status for this delivery will be updated by end of day.
  We apologize for any inconvenience this may cause.
  Best regards.

  Customer response

  01/13/2024

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Ordered ************* Pro 3.0 on Sept 20, 2023.Contacted company support Oct 12, 2023, requesting how to purchase additional springs for the unit as it is unsteady and uneven with only 3. Was told, "we believe that we will have them back real soon." Checked back Oct 27, 2023 and was told, "we are very sorry but the springs haven't been re-stocked." I let them know I only need one spring, so if any returned or open box units could spare one, I would like to purchase it. Did not receive any reply. Nov 9, 2023 I emailed again.Nov 10, 2023 received reply, "We are so sorry but we don't have additional springs available, we hope you can understand this situation."Nov 25, 2023, I emailed again as Black Friday sales are selling complete units, so surely there must be ONE spring somewhere available, and was told they could not sell any springs unless the springs were broken. So, they do have springs in stock, just they refuse to sell them to customers who already paid for the unit. I called **************** and spoke with ******. He re-iterated that he can't sell even one spring and all the ones they have are for replacements if they break. I asked about identifying the supplier of the springs and was denied this information. ****** advised they would accept a return of the unit but shipping would be at my cost and the weight of this thing is going to probably cost $300 to ship it back, which would be a wash. I don't understand why they can't just sell me one spring, or at this point, just send me one?I've looked locally on re-sale apps and tonight drove 40 miles round trip to try to source a spring myself but the unit was a different size.I would like someone in the ***************************** to be aware of this and please settle this issue which has already drug on for two months.

  

  Business response

  11/29/2023

  Hello,
  The customer agreed to receive a Return ********** **** **** **** **** **** 24 in order to return the unit. The moment it shows information being returned, a full refund will be processed.
  Best regards.
  
  

  Customer response

  11/30/2023

  The business is asking me to "cancel" the dispute with BBB.  I am not certain they will actually send the spring to me, so I want to receive it first, and then mark the dispute as resolved, as I understand that is the proper process?    

  Customer response

  12/01/2023

  I received a full set of three (3) springs today.  

  I am satisfied with this response.  Thank you for your assistance in helping me resolve this.  

  

  Business response

  12/04/2023

  Hello,
  This customer agreed to receive spare-parts. These had been already delivered with *** 1Z453VW40301212243 on Friday, December 01 at 1:03 P.M. 
  Best regards.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a refurbished Maxiclimber XL on 6-May-2023. I assembled it and began using it later that month, upon delivery. Shortly thereafter, it began to deteriorate, especially around the nylon roller wheels. I contacted General Marketing Solutions, LLC via email on 7-September-2023 about the problem. They shipped me replacement rollers under the 12 month warranty. However, upon beginning the installation of the replacement rollers, I discovered that there was a more serious problem with the Maxiclimber XL, encompassing the metal rails within which the rollers glide. This is a critical part of the machine, since it needs to be able to support a person's bodyweight without falling apart. They requested that I ship the old machine back to them and they would ship me a replacement, also refurbished. I was outside when the replacement was delivered to me on 4-November-2023 and the delivery person set it down right next to me, which caused a bolt to fall out of a hole in the package. Later, I moved the box and another part fell out, a washer, and the box made a lot of noise when I laid it flat. When I opened the box, I found out there was no packaging material used to send the replacement Maxiclimber XL and it had extensive damage, including cuts, scuffs and large dents in the metal. This was not something that would have fetched $20 at a garage sale. I've asked for a refund of the purchase price several times and it's been declined each time. They have been trying to convince me to accept replacement parts for all of the damaged parts and I've told them that solution isn't acceptable. The replacement is in significantly worse condition than the first Maxiclimber XL I received and I certainly would have returned this one under the 30-day return guarantee advertised on the company's web site. Why would that not still be applicable when they process a replacement, especially one they should never have shipped in the condition it was in?

  

  Business response

  12/04/2023

  Hello,

  A full refund has been processed for this customer.

  Best regards.

  Customer response

  12/08/2023

   
  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,
  
  *************************

*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. ↩