ComplaintsforFitness Showrooms

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Stairmaster exercise machine from Fitness Showrooms on 7/8/23 for $4236.38, including delivery and installation. On 7/13/23 the machine was delivered and installed in my home. In early November 2023, we noticed a step was coming loose. We called Fitness Showrooms and the earliest they could send someone over to look at the machine was on 11/28/23. The repairman said they needed a part. I called each week for an update on the repair and was finally told they could have the repair done on 12/27/23. On 12/27/23 at 9:57AM, after I made arrangements to be available at home for the repairmen, I received a call that one of the repairmen was sick so I now had to wait until 1/20/24 for the repair. This is unacceptable as I have only been able to use this brand new machine for 4 months and will be waiting for 3 months and likely more to get the repair. I want my money refunded and for them to take their defective machine back. But when I call I keep being told to talk to their service people and that this was a final sale.

  Business response

  12/27/2023

   

  We will complete repair on 01/03/24 and apologized to our client for today's appointment due to an ill technician.

  Our office believes it will be an easy repair on the 3rd and the model has a substantial part and labor warranty to ensure working condition or Core Fitness will replace. 

  Customer response

  12/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Spirit treadmill July, 2022. Included in the price was 2 years labor to supplant the manufacturers warrantee. The Director of Sales assured us this included normal maintenance. Now we are being told belt lube will cost us $295. We were lied to as an inducement to purchase. The additional 2 years labor coverage is in writing.

  Business response

  01/17/2023

  thank you for your business!!!!!!

   

  Extended labor covers break and fix with relation to warranty issues, ex. defective motor requiring replacement.

   

  Maintenance is elective, it is designed to extend the life of wear and tear parts like the running deck and belt particularly which if it goes off center due to uneven foot plant or unlevel floor can have fraying on the sides and shred.

  Just like the part warranty does not extend to wear and tear items, neither does the labor; however, we would be delighted to extend a free pm visit this year to help you learn self-care measures described in the owner's manual to directly maintain your equipment should you decline our elective visits and will also do a full maintenance on your unit as well. the office will call you today to schedule. 

   

   

  Customer response

  01/17/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair 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 hasnt 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

  02/22/2022

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

  
  

   

  Thank you for your detailed case history **************.

   

  While it is frustrating to have service on your equipment and we are sorry for that, it sounds like you have had normal use of the treadmill for the majority of ownership and the actual time you have been out of service was minimal.

   

  In march of 2021 we were relocating the service department to our new center and I do apologize for the delays during that time, it was very difficult doing so through January-March *************************************************** the ******************* last year but those delays will not re-occur. Our expanded staff, facility and systems will have no delays from our creation.

   

  I would like to refund your delivery fee as a courtesy for your extensive delays last year.

   

  From my reading, at this point, your only/current issue is with the lack of firmness/ softness distinction during use and in the letter from True they advise you to seek a second opinion at your discretion if you are not happy with us- so I do take issue with your statement we are kicking the can to each other but clearly we, Fitness Showrooms do not make True- as your servicer and reseller they may have had a design change in their cushion system which is not similar to how your prior model felt, a model we did not sell you nor purport was similar to the model chosen from one of our showrooms of their current collection. Additionally, my technician would not have fabricated a statement regarding the deck system, perhaps it needs more elaboration and features are available in the owner's manual.

   

  I am willing to reopen a service call at your approval to try to change/ adjust the deck system to see if the parts are not operating as intended but we cannot guarantee a new treadmill "feels" like a former model. I will also extend your labor plan to rebuild confidence in our team and ***** will contact you today with an escalated case and arrange for True to send us parts if you agree. She will also issue your delivery refund if she has not already done so.

   

  *****, BBB case notes attached to copy to file.

   

  Stay Well

   

  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. ↩