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Reviews Fitness Repair Parts

Fitness Repair Parts Reviews (75)

Complaint: ***
I am rejecting this response because:FRP's response is in many places plain false, and in other places simply misleadingLuckily, we have the entire email thread (including photos) to prove itLet me take this opportunity to correct some of their informationDuring a phone conversation on 10/24, FRP requested photos of our treadmill serial number and the size differences between the original piece of equipment and the piece of equipment that FRP incorrectly sent to usOn 10/25, we sent those photos attached in the body of the emailIn those emails you can clearly see that the photos requested by FRP are in fact not a zip file, but are instead attached in the body of the emailFRP had not requested photos of the damage to the shipping box, but we voluntarily elected to send these photos at the same timeTo minimize the size of the email, we sent the photos of the damaged box (again, NOT requested by FRP, but voluntarily sent by us to prove poor packaging) as a zipped fileWe clearly explained in the email that the photos requested by FRP are attached "below" the text and that the zip file contained photos of the damaged boxAnyone who bothered to read the email would have 1) seen the photos requested by FRP in the body of the email and 2) understood that the photos in the zipped file were of the damaged boxAll the photos originally requested by FRP were in their possession on 10/(again, we have the email thread to prove it)They sent us an email on 10/thanking us for the pictures saying they were researching the matterTheir statement that, "On 11/01/we sent another request asking for comparison pictures showing measurements of the decks." is very misleadingBecause we had not heard from them, we sent them an email on 11/requesting an update on the status of our order, at which point they told us they needed more photosSo their email to us requesting more photos was only in response to us asking for an updateAt no point prior to that had they given us the impression that the multiple photos we already sent were not sufficient for their research team to solve the issueAs stated in our original complaint, we promptly sent more photos to FRP (on 11/2).On 11/we sent this email:"On Friday I received a voicemail that you all had located the correct part last week, but that your warehouse was closed until Monday (yesterday)I called your office yesterday and asked for a callback, but did not receive oneCould you update me on the status of my RA? We're getting a little desperate to get this resolved..." We sent another email on 11/requesting an update.Due to lack of email response, we began calling as wellIn addition to the message you left indicating you had located the part, I was told over the phone that you had the part and we should have it in 1-weeksIt wasn't until 11/that we get the email telling us that our part is back-orderedFRP falsely claims we did not use the shipping label they providedWe, in fact, didI have no photos to prove that we did, however, 1) I have the part of the label one keeps after shipping and can provide all the information needed from that 2) FedEx can support the veracity of our claim should FRP's research team (or anyone else) wish to look into itClaiming that,"We can always learn more from the few negative experiences." is simply disingenuousTwenty-five formal complaints and hundreds of negative internet reviews is not "a few."FRP's and misleading claims are minor in comparison to the primary issue that they attempt to obscure: we ordered a part from them on 10/18/2016, and after much effort on our part, it is 12/15/and we have still not received the part.At no point in any of our conversations, emails, or in their response to our complaint have they taken responsibility for their poor performance, nor have they solved the issueClaiming to believe in integrity and honesty is not the same as taking actions that prove that you do
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: For starters, it took weeks for *** to come to my home with scheduling wait times and bad weather on the day they were scheduled to come The area is very rural and has very bad winter weather By the time *** came out to tell me the part was not required, it had exceeded there so-called warranty period The part was never removed from the box Here is the definition of electronic and, by implication an electronic part per dictionary.com: (of a device) having or operating with the aid of many small components, especially microchips and transistors A motor is not an electronic part A circuit board is an electronic part This business makes no indication of what they consider electronic, which is everything, except tape, I think

Initial Business Response /* (1000, 5, 2015/10/29) */
Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of
our customers are satisfied or elated with their experience, we can always learn more from the few negative experiences
I've reviewed the transaction in question with this customer, we do send out new parts, however, it appears that the customer may have received a defective partThe customer contacted us on 08/25/to inform us of the issue, we are more than willing to replace a defective part for any customer and this customer was provided a return authorization numberWhen we receive the part back from the customer it is processed through our system in a timely manner and a no cost replacement is sent outWe have yet to receive the part back from the customerReturn authorizations are good for days after the RA is issued, this RA expired on 09/09/In reviewing this call, our Online Support Team Member did inform the customer of the policies, provided detailed instructions on the procedures to return the part back to us and the process and time frame of us sending a no cost replacementIt was also determined in this call review that at no time was this customer informed that he would have to pay to ship out a replacement part
When the customer placed their order online they were required to check a box indicating agreement with our return policyThis return policy is located here: http://www.fitnessrepairparts.com/return_policy.php Much like the purchase of a defective product from a local retail store where the customer is responsible for returning the product to the store, so the customer is still responsible in this case for returning the product to usWe will promptly process their return when it arrives to us via the instructions specified to the customer
We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout
Once again, thank you for the opportunity to review customer feedback and learn from it

Complaint: ***
I am rejecting this response because:
Thank you for your replyAfter reading the reply that the company gave you I contacted the company directly and asked for a replacement since they offered that in their reply to you. I asked for this and they asked for pictures which is unreasonable and impossible because they have the defective part
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The company is not telling the truthThey claim that I did not follow their instructions and send any emails with photosI have attached a screenshot of my inbox which clearly shows that I emailed them on the 27th, with the photos that they requestedThe photos are clear and the issue is easy to see, and the description I provided is simple to comprehendInstead of initiating a return, they replied back by threatening to report me to a credit agency if I attempted to recovery the money I paid for the incorrect parts they sent
Sincerely,
*** ***

Revdex.com: What the Business is now offering was what I originally requestedI wish to have the full amount of the charges for the Express Delivery fee that was charged, and was not delivered as promised.I have not received any calls or emails from anyone from this business as of this date.Please have them mail me the $check to my home address they have it on recordSo that this can be resolved to my satisfaction.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The feedback provided from Fitness repair is filled with lies and accusation. 1. All parts that leave our warehouse have our bar code on them so they can be scanned into the box for shipment, also all electronic parts come in a sealed package. When this part arrived back to us, it was not in a sealed package, My Reply: The part was not delivered to me in a sealed packageIt was openI returned the part in the same pick bag that it came inI taped the package so to protect it from dust and dirtIf the part was in a sealed bag - I would have had to tear the bag open to get to the part - thus ruining the bagThe bag was in brand new condition - and no - I do not have an inventory of pink baggies that fit this controllerIf they send parts in sealed baggies then the consumer can't get to the part without ruining the bagIt's a silly argument
did not have our bar code sticker and showed evidence that it had been installed on a machine My Reply: That would suggest I removed the bar code sticker from the part- not trueA ridiculous accusationWhy would someone remove the bar code sticker? Also - the part showed evidence of being installed - another accusation. I believe they gave me a used part - otherwise how do you explain the missing label and evidence of installation. I am ethical and would not tamper with parts...remove the label and then place the part in a new pink bag? This part was received in as a core rather than a regular return due to the condition it was received in A core return is a refundable amount that you get back when we receive an old, re-buildable part backMy Reply: I returned the original part expecting a full refundI never installed the part! Fitness Repair reclassified this as a CORE so they could keep all but $of the price of the part. They received the part and reclassified as a coreThey sent me a used partCustomer states that the controller he bought from us in was still in his machine and working fine. My Reply: The only thing they stated that was a true answerI sent picturesOur records show the customer has bought three of these controller since My Reply: These people are despicableI keep all my records.I bought the 1st replacement controller in I bought a 2nd controller in but promptly returned that part because the problem was isolated to the motorThis was the 3rd controller that I promptly returned as wellTheir reply sounds like I bought controllers...I bought in - still working, the one in and this last oneI can send you the picture of the same part with the original stickers on it. Again - you can't get to the part without damagng the sealed bagwe did offer to hold the part for days if the customer wanted to send return label to receive it back to have as a spare and we did supply pictures showing evidence that this controller had been installed and opened from the sealed packageCustomer did not send a return label to receive the part back, as we informed him, this was treated as a core refund My Reply: I told them that I was going on a business trip and to continue this dialogue with me by sending all communication to my personal email and my company email addressesThey never communicated to my company email addressWhen I returned from my trip - I opened an email where they they said that the fact I did not get back to them they accepted the part as a core refundI promptly sent them a reply with the comment..."Your company can't even follow simple instructions - you were to send to my company email address as well" d that nor would I go to an extreme and carry identextra pink baggiesNone of this adds up.parts A consumer ilooks of r s looking for
Sincerely,
*** ***

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their
experience, we can always learn more from the few negative experiences After having reviewed this order thoroughly, here is the information about this situation that we have gatheredThe customer placed this order on 11/15/and requested FedEx Priority Overnight ShippingThe customer emailed us on 11/17/to advise they had not received the package. We attempted to contact this customer but did not get an answer. We responded to the customers email and apologized for this issue and advised we would get the order out that day FedEx Priority Overnight for delivery on the 18th. For the inconvenience, we also offered the customer a $coupon for their next visit. We did ship the order that afternoon. The customer contacted us on 11/21/by email to advise they had not yet received their orderWe checked the FedEx tracking information (FedEx: ***) and it showed FedEx had attempted to deliver this package on 11/18, 11/and 11/21, however, the customer was not available. We did at that time contacted the customer by phone and provided with the above informationCustomer stated they wanted a full refund of the entire order, we did advised we would be unable to provide a full refund but did offer a coupon to cover half of the shipping Since the customer has decided they did not want the coupon, to make amends, we have created a credit memo and the customer will be refunded the shipping amount of $and the coupon has been cancelled. I have attempted to personally contact the customer regarding this and inform them of the investigation findings and our attempt to correct the error, the customer, at this time has yet to return my call We are an organization that believes strongly in integrity and honestyOnce again, thank you for the opportunity to review customer feedback and learn from it

The part was returned to us on 07/15/16, the pictures that were requested were sent to us on 07/19/16, at that time, the customer was notified at that time, we would be sending a replacement part. We also informed the customer, as per the warranty and return policy, please allow up to days for the return authorization process to complete from the date the part was received in the warehouse. This return is in processing, we will as promised be sending the customer a replacement part

We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about the replacement parts we carry and our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed The customer supplied the number from their owners manual, ***, is the manufactures part number. If you enter that in our website, it cross references to our catalog number *** which is the number the customer needs to order to get the acceptable replacement for the original part for their machine. Our internal stocking number is ***, which is an internal number we use to locate the part in our warehouseWe are not the manufacture, but a parts supplier, we offer replacement part of equal or better quality than the manufacture original parts. This machine came originally with the option of the standard size pedal and the extra wide pedal. these are both listed in the link on our website, https://www.fitnessrepairparts.com/cart/ViewItem/*** We are always recommend the consumer get advise from a professionally trained service provider before ordering any parts for their machine. We are not their at with the customer machine and have no way of determining if they are ordering what is needed. The part the customer ordered does fit on the crank on his machine and is the acceptable replacement to the OEM pedal. The customer states that his shoes do not fit in the pedals, this is not an issue that we can help. He ordered a pedal set that worked for his machine and that is what we sent. We did create a return authorization for this customer, gave complete instructions on returning the parts, as per the warranty and return policy, (which is near the expiration date) and provided him with the catalog number of the extra wide pedal he is desiring. Once again, thank you for the opportunity to review customer feedback and learn from it

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their
experience, we can always learn more from the few negative experiences I've reviewed the transaction in question with this customer and have come to the following conclusion This part was delivered to the customer on 11/28/16, but did not contact us until 12/20/16. The customer did have to leave a message at 10:am and his call was returned and voicemail was left at 3:pm the same dayI did pull all phone records, the customer called us back on 12/21/at 9:am the part specialist did advise the customer that he was beyond the warranty and return policy customer became upset said motors are not electronics, that he would be filling a chargeback on the credit card and then disconnected this call The manufacturers provide only a short day warranty on electronic parts, and because these are OEM parts we are not able to extend a warranty beyond what the manufacturer providesWe try to be as clear as possible about this by documenting it on our return policyElectronic parts have a day warranty and return from the date they are delivered to the customer. An electronic part is any part that has electrical current running through itThis return policy is located here: http://www.fitnessrepairparts.com/return policy.php and it is also repeated again during the checkout process, at which point the customer must acknowledge that they have read and agreed to the policyWe are unable to offer a refund at this time We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout Once again, thank you for the opportunity to review customer feedback and learn from it

Complaint: ***
I am rejecting this response because: I sent them an e-mail on march telling them that I did not want a replacement part that I wanted a refund, I also enclosed a note in the returned package telling them it was for refund not replacementI also never received any e-mail that they had sent a third part and if one had been delivered I would have refused the package so if one was sent I have know idea were it was delivered but it did not come hereAnd I did not contact them about it not arriving because as I had ask for a refund I didn't know a part was shippedI filed a despute with my credit card company the first of march and was told that Fitness Plus Equipment Services had days to respond to my card company which they failed to do so I was refunded the chargesI have received a letter from there collection company which I have given to my lawyer along with the copies of the E-mail asking for a refund and the lawyer has sent a letter back and demands that they provide proof of my receipt of the item, and telling them that all future correspondence should be directed through there office
Sincerely,
*** ***

03/19/2018: Mediator sent email to consumer requesting update.03/27/2018: Mediator sent email to consumer requesting update03/27/2018: Thank youfor following up on this issueIt has been several months since I have had any responses regarding this complaintAs it stands right now, this issue has not been resolvedQuite some time back I included screen shots of email exchanges as attachments on the complaint notes as well as forwarded emails to one of the other Revdex.com reps with whom I had spoken with. These messages completely discredited every comment that was left by the rep from Fitness Repair PartsBefore initiating a complaint, I was extremely polite when I spoke with Fitness Repair Parts and had performed every task, literally dozens of them, as per their request for a return, but they simply did not want to refund my moneyThey even threatened to sue me if I ever mentioned that I had a bad experience with them or if I attempted a chargebackUnfortunately, I used a debit card so I could not seek a refund via chargeback. Since then, I have read many accounts on various forums from other people who have endured the same terrible treatment from that companyAll of them stated that when they sent back the items for a refund, the company kept both the product and the moneyEven after all this time, I do, however, still have the pads that are in question and would love to get a refund on themI am also concerned about sending the pads in and the company ripping me off twice by keeping them and refusing to the refund, as reported in plenty of posts that I have read onlinePlease let me know what you would recommend me to doAnd again, thank you so much for following up, I had almost given up once I saw that the complaint went so long without any activity.03/29/2018: Mediator provide the business response to mediation to the consumer.03/29/2018: It is obvious that the company is not being truthful, especially since I forwarded my emails and took screen shots which prove they are being deceptive when they claim that I did not submit photos etc,I did everything that they asked, prior to even filing a complaint with your organization, as proven by the dates on the emails. I have seen dozens of forums which contain countless negative posts about this company, and all of the posts are the same....the company sends incorrect parts, then refuses to take them back, or has the customer send them back and then cease all communications, keeping both the customers' money as well as their returned productThat is certainly an extremely shady business practice, but there is absolutely nothing anyone can do about itThey are scam artists, plain and simpleI, however, have posted about my bad experience with them across the internet and caution others so they can avoid being ripped offThey may have stolen my $15, but my posts will cost them much more than that in lost revenue. If possible, I would like to know if you could mark my complaint as 'seller refused to resolve', so others will know to avoid such a terrible companyThankfully the amount I lost was small, but I have read about people losing several hundred or more dollars with them in this same manner

Complaint: ***
I am rejecting this response because:Yes I ordered the partHowever The company obviously loaded the WRONG pedals into their systemThat simpleI sent pics to prove it. Its comical of them to say I ordered the part so it’s my faultI order a *** *** and get a ***.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: because you can put lip stick on a pig, but it is still a pig! from the first time I called they gave me the run around, they were rude and dismissive, and just keep telling me "that's the way it is" you can get a refund and pay the re-stocking fee even so they sent the wrong part, and they did not get this resolved until I contacted you, I am attaching the picture so you can see how obvious it was the it was the wrong part, round hole oval strapat this point they are now replacing it, but if you look at review sites I am not the first person to receive this kind of treatmentthere a patten
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I did give them the model of the machine both to look up the part and then over phone when I was able to get a hold of them., took me days to get ahold of them they do not answer phones. I told them the billing address and the shipping address were different and they messed that up. they send me a different part than the one on the website which I ordered
Sincerely,
*** ***

Thank you for providing feedback on customer's experience with FitnessRepairParts.comWe value this feedback and an important element in crafting a better customer experience for the 50,000+ orders we ship every yearWhile the vast majority of our customers are satisfied or elated with their
experience, we can always learn more from the few negative experiencesCustomer did place this order online on 04/22/18, he did chose expedited two day shipping. We went to ship the item we encountered an error with the credit card, the customer had entered the incorrect street address and zip code for his billing information. We emailed the customer on the issue, customer finally contact us on 04/27/at 10:am with the correct information and we shipped the order at 11:am that same day. Customer contacted us on 05/08/to advise us that the part did not work for his machine. All parts are very model and serial number specific, for any Return authorization where the customer feels the wrong part is sent, we request a picture of the model and serial number sticker to be sure the part was ordered for the correct machine. This is part of the warranty and return policy which I have attached and that the customer must agree to before the end of check out. However, the customer stated they did not know which model he had and stated he did not want and investigation only his money back or us to send him the correct part. We advised per policy and the warranty and return policy, we would need the pictures to investigate or it was a refund and all restocking fees applied. This customer became verbally abusive and speaking inappropriately to our parts specialist. This return authorization expired on 05/23/and this part has not been returned into the warehouse This return policy is located here: http://www.fitnessrepairparts.com/return policy.php and it is also repeated again during the checkout process, at which point the customer must acknowledge that they have read and agreed to the policy We are an organization that believes strongly in integrity and honestyWe try to be as honest and up front about our return policy as possible with the customerOn the reverse side, our desire for integrity requires that we adhere to our policies when items are returnedWe will be honest to our policy in this instance as wellWe hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreedWe will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout Once again, thank you for the opportunity to review customer feedback and learn from it-

Complaint: [redacted]
I am rejecting this response because:Fitness Repair Parts did not send me a return label so that I can ship the pads back to them. They sent the incorrect parts, therefore it is their responsibility to correct the mistake, it is their responsibility to cover return shipping fees. I was charged $19.56 for shipping via [redacted], and the nearest [redacted] is in Lubbock, TX, over 150 miles away. So Fitness Repair Parts would also need to schedule a pickup at my residence by [redacted] if they choose to use the original shipping company.
Sincerely,
[redacted]

03/29/2018: Mediator emailed business requesting response.03/29/2018: ([redacted])This issue was never resolved because the customer was unwilling to comply with conditions of the warranty and return policy.  We made every attempt to assist the customer, however, with their refusal to make any attempt to follow the policy they agreed to before the end of check out, we were unable to send a replacement part.  We must have a picture of the model and serial number for the machine to be sure the parts was ordered for the correct machine.  Parts are very model and serial number specific.  We have sold over 290 of these pads since 2008 and this is the first return that has been requested.I have included the complete ticket conversation that we had with the customer in which they state rather than complying with the terms of the warranty agreement and send a picture of the model and serial number and one showing measurements of what they needed so we could research, they would rather, in their words, “I am not going to waste any more of mytime taking photos, measurements etc,.. I will open a complaint with the Revdex.com and leave negative reviews, I  will also leave negative reviews on ever site I can find, I would rather spend my spare time doing that instead of doing your research for you and taking photos.”  Customer stated they were filing a chargeback with their credit company, when we attempted again to get the pictures and advised we do fight chargebacks, the customers reply was simply, “LOL…” The customers return authorization expired on 11/11/17, there is nothing further we can do for this customer.This return policy is located here:https://www.fitnessrepairparts.com/return_policy.phpand it is also repeated again during the checkout process, at which point the customer must acknowledge that they have read and agreed to the policy. I also have included a copy for your convenience.We are an organization that believes strongly in integrity and honesty. We try to be as honest and up front about our return policy as possible with the customer. On the reverse side, our desire for integrity requires that we adhere to our policies when items are returned. We will be honest to our policy in this instance as well. We hope that the customer's desire for integrity helps them see that we are simply abiding by the policy to which they agreed. We will review our current communication with the customer about the return policy during the checkout process and see if there is anything we can do further to make this policy clearer to customers as they checkout.Once again, thank you for the opportunity to review customer feedback and learn from it.03/29/2018: That is correct, parts have a 30 day warranty and return policy from the date delivered.  Parts were delivered on 10/27/17. The customer refused to comply with the conditions of the policy before the RA expired.  The customer does get an email to notify them and they were verbally advised that an RA expires 15 days after it is issued, the RA was also issued on 10/27/17, which means it expired on 11/11/17.

A return authorization was created for this customer on 10/27/17 when he contacted us to create it. Also, all instructions were emailed to him. We have not received parts back in the warehouse or pictures, we could not process the return until the customer sends them to us. Customers RA will expires on 11/11/17.

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Address: 650 N Main Center Suite 101, Saint Charles, Missouri, United States, 63301

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