Balanced Body

It is very unusual for this frame to crack We have sold thousands of this unit and I have only been aware of a couple of these units with this issue It is an unfortunate that it happened twice with this customer We have been working closely with her to resolve this issue We do not refund the customer unless we can not repair or replace the product In this case we offered to send her a replacement She was concern that the warranty is not transferable because she wants to sell the unit We made an exception and told her we would allow the new buyer to have a year warranty, but not our standard lifetime warranty which is offered to the original owner Typically our warranty is not transferrable She keeps insisting that we refund her, originally requesting $now asking $and the product is under $ As a customer satisfaction we did offer a refund of $900, something we typically would not do because we are able to send her a replacement We would also be covering the shipping cost of the replacement unit We just ask that she has the damaged units ready for us to pick up and bring back to our facility for further inspection We also did not realize until recently that she still has the first damaged unit which we have asked her to throw away upon us sending her a replacement at that time We feel that we have offered this customer a fair resolution If any customer reports the same issue with their product we would go through the same protocol We would see if we could repair it first then replace it if need be Last resort would be to refund the customer

We will continue to stand behind our products and assure that we do not sell any defective product. If any product

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I will need sufficient notice on delivery since one table is at my house and the other is at my office to ensure they are both ready for pick up. Also, as stated previously, the table top on my older of the 2 units is not on the table anymore, so it will only be the wood base. I appreciate you working with me on this. [redacted]

It is very unusual for this frame to crack.  We have sold thousands of this unit and I have only been aware of a couple of these units with this issue.  It is an unfortunate that it happened twice with this customer.  We have been working closely with her to resolve this issue.
We do...

not refund the customer unless we can not repair or replace the product.  In this case we offered to send her a replacement.  She was concern that the warranty is not transferable because she wants to sell the unit.  We made an exception and told her we would allow the new buyer to have a 10 year warranty, but not our standard lifetime warranty which is offered to the original owner.   Typically our warranty is not transferrable.  She keeps insisting that we refund her, originally requesting $3200 now asking $3900 and the product is under $3600.  As a customer satisfaction we did offer a refund of $900, something we typically would not do because we are able to send her a replacement.  We would also be covering the shipping cost of the replacement unit.  We just ask that she has the damaged units ready for us to pick up and bring back to our facility for further inspection.  We also did not realize until recently that she still has the first damaged unit which we have asked her to throw away upon us sending her a replacement at that time. 
We feel that we have offered this customer a fair resolution.  If any customer reports the same issue with their product we would go through the same protocol.  We would see if we could repair it first then replace it if need be.  Last resort would be to refund the customer.

I am rejecting this response because: I have been out of town taking continuing education so unable to respond till now. I did start to respond 11/10/2016 but quickly realized I would not have enough time to take care of it as needed. so here we go...I had initially asked for a refund of $3200 because just a week before I noticed the crack I had an offer for $2900 to purchase this piece of equipment which I turned down because $3200 was the least I was willing to accept. So when I requested the $3200 I was hoping to get what I felt it was worth at the time and trying to be a nice person. Over dealing with Balanced Body customer support and management I felt it was unimportant to them that I was being treated fairly and with respect so I am now asking for the full refund. I am unsure of where the $3600 dollar price they are quoting the Trap Table to be worth, when I look at online prices it is $3895, so sorry about the $5 discrepancy. I would be willing to accept the price I had originally paid when I first purchased this equipment through Balanced Body. I am self employed so I am not getting paid to deal with this and have spent some time and energy trying to get a fair resolution for myself and my business so at this time factoring the time spent I would now like the full refund. When I chose to purchase this equipment originally I did so because my investment was supposed to be a good one with a company I could trust, I no longer feel either of these things to be true and do not want another piece of equipment I feel is defective. $3895 is a big hit to my small business. It states clearly in your warranty that you will repair, replace or refund full amount. This equipment could not be repaired to ensure it's safety, I am not interested in a replacement...again, I want the full refund. I will still have the other 2 tables ready for pick up but I will not be responsible for boxing either of them up since I no longer have the boxes and I will not be responsible for shipping costs (which is also stated in the warranty). As far as the extension of the warranty, yes Balanced Body said they would extend the warranty to 10 years, (after I pointed out it would be like passing the buck off onto the next buyer) to the next owner since the original would have been void with the next person who purchased it. I asked for the lifetime warranty for the next owner since I feel it will happen again and why not just extend it if this is a rare problem and shouldn't have happened in the first place let alone twice to the same customer. I still stand behind my request of a full refund or a lifetime warranty for the next owner if we come to sending me a new one as a resolution, Balanced Body can have the two pieces of equipment back. I have been in the process of dismantling the first one I was told to throw away but they are welcome to the wood frame. I would also be happy to send the email conversations if this would help with the process and a copy of the warranty.

In error the Balanced Body (BB) salesperson provided customer with an internal document listing general credit score parameters needed to qualify for leasing with our leasing agent. This information is not intended to be communicated to customers and the BB employee has since been reminded as such....

Actual credit score is just one parameter used by BB's leasing agent to determine whether or not a customer qualifies for leasing or not. This particular customer had additional items in her credit history that led to the decision by our leasing agent to decline her request to pay for the purchase of Balanced Body equipment via leasing.

Review: I spoke with a Account Executive named [redacted] with Balanced Body regarding Financing (lease-to-own) some Pilates Fitness Equipment.

After going over the equipment and cost I asked what my odds were of qualifying for the loan. He sent over (by email) a page with the leasing FAQS that state that anyone with a credit score over 660 was to be approved.

Being that I am a new business, I checked my credit score prior to applying making sure that I met the requirements. I did not want my credit to be run unless I was sure I would get approval.

Two days later I received a denial letter stating that they could not approve my loan. When I asked why they would not accept it if my score was well above 660, they stated that it was because I had some prior collections on my report. First of all the collections on my report were there because someone had used my credit without my consent. Second they were being disputed, and third, had I known that they were not going to accept me because of discrepancies on my credit report, I would have not applied.

My credit score is now negatively affected because they persuaded me to apply. The information that was provided me no where states that they would not accept me with anything negative on my report. It just states and I quote,

" Q: I have bad credit, will I qualify

A: Credit Scores of 660 and above will qualify for leasing, BBFS will accept co-signers in some cases. "Desired Settlement: A fair resolution would be for them to completely remove any trace of my application from both their company files and from any credit bureaus that they have sent my information to. I do not believe they are handling my credit and information properly and they are using persuasive wording on their emails and solicitation materials to retrieve credit info.

I would like no trace of the credit app and any points docked off my credit for the denial removed. I would like for all of their new material that they use for application process to state that if anyone has anything negative in their credit that they will not be approved.

Business

Response:

In error the Balanced Body (BB) salesperson provided customer with an internal document listing general credit score parameters needed to qualify for leasing with our leasing agent. This information is not intended to be communicated to customers and the BB employee has since been reminded as such. Actual credit score is just one parameter used by BB's leasing agent to determine whether or not a customer qualifies for leasing or not. This particular customer had additional items in her credit history that led to the decision by our leasing agent to decline her request to pay for the purchase of Balanced Body equipment via leasing.