ComplaintsforTrue Fitness Technology

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 About 6 months ago Disney stopped working and now none of the streaming service work because the chrome software is out of date.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

  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 response

  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

  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 response

  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

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  10/26/2019: Purchased a Commercial Elliptical (True *****) for Home Use as we were sold on the 10 year warranty by the salesman and the company website. The unit cost $4600.00 Ser # *************. 11/1/2021: The unit started squeaking badly and we requested service from Fitness Pro (True Authorized dealer that we purchased the unit from. Spoke to True and they started a trouble ticket# ******. 11/11/2021: ***** with Fitness Pro showed up for service. They said they tightened a pedestal bolt on the base of the unit. 11/13/2021: The unit started squeaking worse. Notified Fitness Pro and they did not respond over several days so I called True Fitness again and spoke with ***** with support. He made a call and was able to get Fitness Pro to schedule a follow up visit. 12/2/2021: ***** with Fitness Pro showed up again and got on the phone with True Fitness (*****). ***** told me the pedestal bolt is stripped and True is going to replace the entire unit. 02/04/2022: I emailed Fitness Pro with no response. I then called True and reached **** and he said they have no record of replacement and will get with some manager to discuss and call back. I never heard back. 02/08/2022: I called True again and spoke with a female (don't recall the name) and asked if she could have ***** call me and she said she was sending him an email. ***** never called. 02/08/2022: I called True again and spoke to same female and she said she would research and call me back. She called me back at 6 pm and said she was still researching. I never heard from her or anyone from True again. 02/09/2022: Emailed **** at Fitness Pro and he asked ****? to check on this. 02/14/2022: **** sent me an email stating: "They are not wanting to warranty the item. They rescinded the RMA offer that ***** (Fitness Pro) told you about while onsite with the machine". I am asking for the damaged pedestal to be replaced with a OEM pedestal or that the unit to be replaced as promise.

  Business response

  02/28/2022

  According to our records authorized reseller Fitness Pro located in Tallahassee FL, Sold a TRUE modal XC400 elliptical to ***** ******* and installed in October 2019.Model is sold with1-year in home labor and 10-yearswearparts and electronics The below gives a synopsis of reports of issues,identification that issue was not caused by a defect in manufacturing or material but was in fact caused by faulty installation of the elliptical into the customer’s home. True has provided reasonable options to resolve the non-warranty issue and has not denied any additional services nor stated that the rest of the unit's warranty would be void.TRUE Fitness highly values its customers and takes pride in providing high quality exercise equipment.Please do not hesitate to reach out with any questions or concerns. TRUE Fitness’ contact information can be found in the signature block below. Thank you for your assistance on this matter.Best,***** ***** Director of Product Support

  Customer response

  03/01/2022

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

  
  

  "***** ******* called to state he would not be content with a repair."

  The "Repair" this gentleman claims that I am "Not Content" with consists of drilling a hole in the base of the unit and adding a $3 nut and bolt. 

  For the record, I never asked for a new machine. The RMA (whatever that is) was offered from a True representative (*****) to the Fitness Pro tech (*****) over the phone while ***** was standing in my exercise room working on the unit. 

  I have requested that the broken part be replaced with an OEM part instead of drilling and adding non-OEM parts and that is all.

  
  

  This Limited Warranty does not cover damage or equipment failure resulting from or caused by improper assembly/ installation, failure to follow instructions and warnings in owner’s manual, accident, misuse, abuse, unauthorized modification, or failure to provide reasonable and necessary maintenance (as referenced in the owner’s manual.)"

  The user didn't assemble/install this unit. A True Authorized Dealer (Fitness Pro) did and now they are saying that True is ignoring the problem. The owner of Fitness Pro sent me an email saying that he has been asking True to call me for 2 weeks and True simply ignored him.

  Would it be too much to ask that True assist with a resolution? 

  
  

  
  

  Here is a resolution that will satisfy completely me:

  
  

  True and their authorized dealer, Fitness Pro, agree to replace the part that Fitness Pro broke, with an OEM part. For what it is worth, I think Fitness Pro should pay for the part they broke and install it at their cost, but that is up to True and Fitness Pro.

  If we can make that happen, I will happily drop all complaints against both companies.

  
  

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

  ###-###-####

  
  

  
  

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

  Customer response

  03/11/2022

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

  ***** states that "True has provided reasonable options to resolve the non-warranty issue and has not denied any additional services nor stated 
  that the rest of the unit's warranty would be void."

  If that is so, why won't TRUE simply provide me written verification that guarantees the proposed repair? **** from TRUE's "authorized reseller Fitness Pro located in Tallahassee FL", claims he's been waiting since last week on TRUE to respond to him about putting all that in writing.

  We will gladly accept the ONE "reasonable option" being offered of drilling a larger hole in the base of this unit and adding a nut and bolt, instead of replacing the damaged part, if TRUE will provide me written verification that, as ***** stated in his response, "the rest of the unit's warranty would not be voided". I am also requesting that this written verification include a commitment by TRUE to either replace the part, or replace the entire unit (TRUE's Choice), in the event the repair fails.

  Remember you own statement: "TRUE Fitness highly values its customers and takes pride in providing high quality exercise equipment". Just waiting to see it in action.
  

  After 4 months of ignoring me, I don't expect TRUE or ***** to do anything more than continue the "Our Warranty Doesn't Cover That" routine. After this response, I quit. TRUE and Fitness Pro saves money on not honoring their commitment and loses my business for good. I will refocus my energy on replacing this equipment and put my story out there for others to see so maybe someone out there can avoid this high-priced junk with a zero value warranty.

  Oh and thanks for letting me know that TRUE's contact information is below. You'd think after 4 months and all this trouble, someone from TRUE would actually return a call or pick up the phone and try contacting me for once.

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

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

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A True Fitness (manufacturer) treadmill was purchased for $6,626 from Fitness Showrooms (dealer) and delivered on 11/19/20. Within two days, the treadmill was malfunctioning. It took 80 days to get a service appointment and another 2 months for the parts to be ordered and the machine to be repaired. Within eight months, the same problems reoccurred and similar repairs were needed. All the issues that required service, were apparent from day one and even after repair, the same problems reoccurred. The machine is in a summer home and gets very little use to begin with. Usage was further restricted as the treadmill did not work for months on end due to the time it took to schedule a service appointment with an authorized service technicians to diagnose, order parts and return to make the repairs. The monitor, nucleus board and leveling system all had to fixed twice. The soft select system hasn’t worked properly since delivery. The technician claims it works as intended and states there is nothing he can do. The firmness of the track however, does not adjust regardless of how it is set. Complicating matters is the absolute lack of customer support provided by the authorized dealer, Fitness Showrooms. Attached is a time line of the issues, invoice, and a letter from the manufacturer, True Fitness, deflecting their responsibility to the authorized dealer who in turn, deflects to the manufacturer.

  Business response

  03/14/2022

   Complaint was received by TRUE we will be out to both ***** ***** and Fitness Showrooms (dealer).
  We will continue to work with both parties to provide resolution of either having the treadmill in question perform as intended or replaced.
  
  ***** *****
  Director of Product Support
  
  ************** *** **** **** *** ****** ** ********* ** *** *******

  Business response

  03/22/2022

  Please update case to reflect that TRUE is in the process of replacing the original treadmill, with a current offering.

  See acceptance e-mail.

   

  There was no current issue with the machine however TRUE did agreed to this exchange base on the overall customer experience and having a new product available that would better suit the customer’s needs (lower impact)

  Apologize I could not find the location using the link below that I could add the final resolution to the case #********

  From: ***** ***** ****************** 
  Sent: Wednesday, March 16, 2022 9:00 AM
  *** ***** ** ***** *********************** *** *** ******** **************************
  Subject: RE: BBB Complaint ID #******** *** *************

   

  Thanks for your time yesterday.  Below are photos of my current treadmill as well as a dated list of issues/service on the treadmill since it was delivered in November 2020.  Because it came up in our conversation I think it’s important I lay out the timeline.

   

  At this point based on your recommendation I accept your offer to swap out the ***** for the *****.  Let me know the proposed delivery date when you know it.

   

  1. Was not used until December 2020. Immediately realized there was issues and Fitness Showroom was notified.  Earliest they had someone available to service was 02/4/2021.
  2. 2/4/21:  Fitness showroom technician diagnosed the machine and ordered part and repairs were scheduled to be performed on 3/9/21
  3. 3/22/21: since Fitness Showroom canceled their repair appointment and had no available appointments until 04/08 we had Mr. Honest Fitness, another authorized service representative, repair the leveling deck.  During the visit, Mr. Honest Fitness diagnosed the clarity of the monitor and cool down mode malfunction. They determined the monitor was defective and a new monitor was ordered
  4. 3/29/21: Mr. Honest Fitness replaced the monitor
  5. 11/19/21: Fitness Showroom tech on site to diagnose screen monitor. Determined the monitor, that was replaced in March, was defective and a new monitor and nucleus board were needed. Parts ordered
  6. 12/16/21: Fitness Showroom returns with a broken monitor. Ordered another one
  7. 1/10/22: the defective screen was replaced by Fitness Showroom tech
  8. 1/16/22: Fitness Showroom tech returned to diagnose the soft deck system.
  9. 03/01/22: After receiving our complaint from the Better Business Bureau, Fitness Showroom tech came to properly level the machine a second time and check the deck operation.

   

   

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

   

  
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  19 Years ago i purchased a True 500 Treadmill from Gym Source with the Lifetime Warranty on the parts. I have never called Gym Source to repair the unit but just the regular maintenance on my Treadmill. In July of 2020 I called Gym Source and asked if they could service my unit since it was making some noise. I was then informed by Gym Source that they no longer service True Equipment but need to contact Fitness Showrooms to get service. Fitness Showrooms then informed me that I need to purchase their service plan which is $500.00 a year so I did purchased the plan and their technician came and informed me that I needed to replaced some parts. They contacted True and the replacement parts were sent to them for installation. Less than a year after they installed the belt it started to rip so they contacted True again to try to get a replacement part. Now True decided to cancel the Lifetime Warranty on parts for my unit but I can purchase a replacement belt for another $500.00. Until now I have been very happy with my purchase and am a little annoyed that my warranty is not being honored.

  Business response

  01/17/2022

  Regarding complaint to BBB from: ***** ********, BBB case # ********.
  
  Recorded with TRUE Fitness: on ticket 215500
  ***** ********, located a* ** ******** **** ********** ** ***** took delivery of a TRUE 500Z P treadmill SN* ********* from authorized reseller The Gym Source on 10 March 2003.
  
  Modals of treadmills in the in the 500 series was provided warranty of one-year in home labor and five-year on parts. This was the standard warranty offering since 1997 through June 2003
  
  From 1 January 2002 through 31 May 2003, retail customers was offered the option to purchase an extended parts warranty on 500,540 and 550 modal retail treadmills for $200 MSRP.
  
  The Gym Source did report that treadmill SN# SN# ********* purchase by ***** ******** along with the optional warranty SN# **********
  
  The optional parts warranty was to cover the lifetime of the treadmill as owned by the original purchaser.   Specific conditions of warranty stated that it was none transferable event the treadmill was sold, and original purchaser must present the physical copy of the optional warranty and proof of reasonable and necessary.
  
  Modal treadmill 500Z P was discontinued by TRUE Fitness and was last shipped as a new product in August of 2003 and replaced in our lineup.
  
  After 18+ years TRUE has made the decision to refund the cost of the optional extended parts warranty to customers as it has become increasingly more difficult to source parts for product discontinued in 2003.   ***** ******* was provided the offer letter to refund the cost of the optional warranty of $200 plus an additional $25.00 for a total of $225 refund paid by check directly to ***** *******.
  
  With this offer we had not demanded proof that reasonable and necessary maintenance had been provided for the treadmill over the 18+ year it has been owned by ***** ******* or for ***** ******* to present the physical copy of the optional warranty.    It would be reasonable of TRUE fitness to request such, as a front roller, walking belt and deck had been supplied to the customer under the terms of warranty in July of 2021.
  
  TRUE ask this BBB case to be closed as satisfied as alternatives to parts have been presented, for an appliance that has been out of production more than 10 years.
  
  Offer attached and copy on optional warranty attached.
  
  ***** *****
  Director of Technical Support
  ************** *** **** **** *** ****** ** *****
  

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