ComplaintsforStamina Products Inc.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Early in January the rear stand cracked on my rowing machine and I fell to the floor. I have used the machine in accordance with manufactures specs and believe the part to be defective/unsafe. I contacted the company for a replacement part. They failed to provide me with a part, the ability to even buy a part, and now have stopped answering my emails. This was an important part of my daily exercise routine and my health is being impacted. I can't afford to buy a whole new rowing machine. They still sell the exact same model so it's not like they don't have the part.

  

  Business response

  03/25/2022

  We apologize for the inconvenience that the out of stock part has caused for the customer. Stamina has been in correspondence with the customer and is still currently awaiting the part, as it is not a common part to be replaced. This information was relayed to the customer. Please note that this product is out of warranty.

  Due to the nature of the complaint, I ask that the customer send me a clear picture of the entire product, as well as a clear picture(s) of the broken part(s). Along with the information of how many times a week is this product being used, how long for each session and by how many people? This information can be emailed directly to me at charityb@staminaproducts.com. Thank you.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 29, 2020 I purchased a pilates machine and paid $1,642 dollars for it. The machine was only used about 5 to 6 times, the 6th time was on November 13, 2020 when we noticed that the wheel was jammed and not working, we addressed the issue directly with Stamina Products and were informed that they would ship up wheels for replacement which we replaced. In order to install the wheels we had to remove the bolts from the pilates machine in order to install the wheels which is a very complex situation. However, the wheels were removed and the machine worked for a few days and the last time we used it again was January 4, 2022 the wheels went out again. The machine has rarely been used and when it's used the wheels never work. This issue was addressed numerous times, this is a very expensive machine which I paid for and expect it to work properly. We have not been able to do anything because we are always having to tear it apart to install new wheels. Please investigate this matter accordingly or come and pick up the machine and give me my money back. The responses from Stamina products are that the machine is now out of warranty which is unacceptable because the issues were addressed early on.

  

  Business response

  01/19/2022

  We regret to hear that the customer is experiencing an issue with their Pilates machine. Stamina Customer Care was first contacted by the customer on November 13, 2020. At that time the customer was advised that either the rollers and rails needed to be cleaned and lubricated or the rollers may need to be replaced. Stamina sent out a complimentary set of rollers on November 17, 2020. The customer was advised to replace all of the rollers at the same time, which would be easier and more efficient than replacing one at a time. A year later the customer contacted customer care on January 3, 2022, stating that “The wheel is out again and every time we replace one the entire …” Again, the customer was advised to replace all of the rollers at the same time. The customer states that the reformer is “rarely” used. This in itself can cause an issue, as when the reformer sits for an extended amount of time and the carriage is not being engaged, it can cause the rollers to flat spot, which causes them not to glide as easily on the track. Also, another  potential issue can be dust and dirt build-up on the tracks that the rollers glide on. These should be regularly maintained with cleaning and lubrication by the customer as advised in the owner’s manual and is the responsibility of the owner. A set of rollers should last on average, a minimum of 2 years with regular use (3-4 times a week) with proper maintenance.
  

  We are unable to provide a partial or full refund for the product, as the product is not defective. As stated in the product manual “It is the sole responsibility of the user/owner to ensure that regular maintenance is performed.”  This machine has a 90 day parts warranty and a 5 year frame warranty. Even though the parts warranty is expired, I can request that one more complimentary set of rollers be sent out to the customer when they become available.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased a piece of exercise equipment called Stamina InMotion e3000 from this company on January 7th 2021 it arrived January 15th 2021 and on January 16th 2022 it broke while in use creating a very dangerous situation. I contacted the company and after several emails back and forth of them requesting info they finally responded that i needed to pay 7 dollars plus tax for a replacement part and fix the machine myself and there is no guarantee that the same issue wont happen again. After doing research i discovered this is a regular issue with this equipment and several others were injured when the equipment broke while in use and the company offered no support or resolution.

  

  Business response

  01/19/2022

  We apologize for the issue that you experienced with the product. I have reviewed the correspondence regarding the issue and have spoken with our Customer Care Manager and she will be reaching out to you directly via email to get this taken care of. 

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