Business ProfileforHuff-n-Puff Fitness Repair, LLC

August 28, 2023 a technician came to my house to service my elliptical. I gave him a post dated check for September the check cleared for $205 for a quote. In October I called requesting the quote. I was told the parts were on back order. Finally November 15,2023, received a quote that stated I need to pay up front for repair but they dont know when the parts will come in. I requested a refunded. They told me its not there fault that the parts are not available. I dont believe they know how to repair the machine.

Hi ********, thank you for your review!

Yes, 8.28.23 you had us come to your home after you'd agreed to the $205 service call charge to service your two machines. Once your machines were diagnosed and maintenanced and our tech was finished, it was time to collect. You then informed us that your bank account was "overdrawn by more than $90." We then asked you for a credit card to run for the agreed upon $205, unfortunately the transaction we ran with that card was declined. With no other choice, we accepted a post-dated check for 9.7.23. 

We provided your quote as requested, you approved your quote. Due to the issues we had with collecting payment from you previously, we do have your account marked as prepay only, to ensure we are able to cover our operating costs. We do not feel this is unreasonable.

Unfortunately, as you have been informed, your machine is built by a manufacturer that does not routinely stock necessary repair parts. We are aware this sounds ridiculous; however here at the BBB, your manufacturer has a 1.13/5 star rating from 40 customer reviews. Additionally, they have 148 (yes, 148!) complaints against them closed within the last 3 years. Numerous reviews mention monthslong waits for repair parts. Additionally, their response times are incredibly slow, not only with your service case, but all other service cases we have had with them prior to, and since yours. As they are grossly understaffed, they have specifically told us not to call in, and that email is the only way they want to be contacted regarding parts orders.

The most recent correspondence we have received from them is below:

"Hello,
 
Thank you for following up with us. Our parts department has confirmed with us that the Idler Wheel and Idler linkage are out of stock. I do sincerely apologize for the inconvenience this has caused. Please rest assured that we have already ordered the parts, we are just experiencing delays from our factory overseas and therefore cannot give you an exact ETA on the part's arrival. You have been placed on our Urgent Part Request list to ensure that when the parts do arrive, your order will be fulfilled right away.
 
Any additional questions, please let us know.
 
Thank you."

Naturally, we completely understand your frustration regarding your repair case, however as you did not pay for your diagnosis as agreed we are not able to place your parts order prior to your prepayment, which is not unreasonable in any way. Additionally, as your manufacturer does not stock the parts required for your repair, and because they do not have a good handle on their supply chain, we are not able to provide an ETA for your parts, as they are not available elsewhere.