Balanced Body, Inc.

Review: Purchased 3 machines the Red and Blue springs started changing color after 8 months Turning a bronze color and are squeaky first issue was back in november at the time of purchase the poles of the tower part of the reformer had discoloration the material looked cheap poles were bronze not the shiny silver type advertised and that come with the machine one set different in color and craftsmanship had sharp edges. they replaced the side poles but not the top part that holds the two side poles with elbows. I called and emailed pictures and a description to [redacted] he was very pleasant in the beginning when he thought that I was going to make a purchase but when I told him I had a problem he the conversation became short and said he would speak to his production people. after 3 days I emailed for an update. He emailed me his production people did not have a suggestion nor a reason as to the discoloration I sent 4 very clear pics he said he would replace the springs and said he was not sure about the top pole which was never sent with the original problem and its been a week with no response.Desired Settlement: To be Treated like a valued customer who paid 18,000+ for equipment. A better customer service experience which to date is 50/50replacement of springs and the pole for the top of the Tower that was never sent in november 2013

Business

Response:

Ms [redacted] contacted us the end of November 2013 stating that the frame for one of her Reformer machine was damaged and the tubings on the trapeze part was a little more abrasive than the others. Within 2 weeks we had a replacement frame and tubings shipped out to her. There were no mention of any issues with the springs from Ms [redacted]. One of the sales staff also made a call to Ms [redacted] on 12/27/13 to follow up about the replacement items, but we never heard back from Ms [redacted].

On 6/2/14, Ms [redacted] contacted us, interested in getting another Reformer with tower (like the one she had purchased in November. On 6/13/14, my sales staff followed up with Ms [redacted]'s interest and she wanted to wait for a special deal. Again, Ms [redacted] did not mention anything about her springs.

6/26/14 Ms [redacted] called in, first wanted to order some springs, then started complaining about her tubings being scratchy and needed them replaced. They also talked about springs but the sales staff stated that she was was going back and forth between the Reformer & Trap springs,which made both of them confused. Later that day another sales staff reached out to Ms [redacted] by email because her call earlier with the other staff got disconnected. He had requested for photos of the parts that Ms [redacted] was complaining about. That evening Ms [redacted] responded via email that her springs were "rusting they are changing color and squeaking when used" and that the top pole for the trapeze part was not replaced when the other tubings were replaced so "it has sharp points like metal shards". Ms [redacted] sent three photos of the parts. Our Tech Support reviewed those photos and did not see anything wrong with the springs or tubings. We sell springs in several different resistances and lengths. Depending on these two variables and the batch they come from, the color of the spring coils does not quite have the same silver color. Some are darker or lighter than others. The springs in the photos Ms [redacted] sent did not look to be rusted in any way. Our Tech Support also did not see anything wrong with the tubings. On 7/1/14, the sales staff had emailed Ms [redacted] saying we could exchange the springs as customer satisfaction and that we needed better photos of the tubing. No response from Ms [redacted]. Today 7/16/14, one of the sales staff called out to Ms [redacted] (before we knew that she had filed a complaint with Revdex.com)to follow up on which springs and how many that she was claiming was being rusted. Ms [redacted] refused to provide the details of the springs and she said he was using "stall tactics" to avoid giving her the warranty on the springs. It is our policy that we ask a lot of questions and request photos before approving any warranty parts to be sent out. At this point in time, we are still waiting for some photos and details on which springs that Ms [redacted] is not happy with.

Business

Response:

Hi [redacted],