Future Fitness Plus Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me for the following reasons:1. We were not given a full refund as [redacted] alludes to in his Revdex.com response citing a reduced shipping cost that would have to cover.2. No apology given or sense of remorse by owner for poor outcome. [redacted] told my husband 'that he could charge us for the take down of the equipment in our home but he's forgoing because of all that has happened'.  That was unnecessary to say and rude to a customer who is already dissatisfied. While we accepted [redacted]s offer because we just want closure on the whole matter it is important that customers know the standard in which business is conducted by this facility and the manufacturer BH lack of concern for product quality and customer support.
Regards,
 
[redacted]

This is in response to complaint ID# [redacted]We were contacted to diagnose this customers treadmill issues. Our service tech. found the treadmill motor dead & not responding, also the walking belt looked to be wore out from normal use. Our service tech recommended the motor & walking belt be...

replaced and the treadmill deck could be flipped over to expose fresh waxed surface also noted was the age of the motor control board and that not until the motor was installed would he know if the board was working properly. the customer stated she wanted to invest the very minimum to get the treadmill working. It was recommended that the motor would be the first component to replace and see if that was all was needed. A drive motor was ordered, I discounted the price from $895.00 to $820.00 and offered not to charge any labor to install the motor. The motor was ordered and we waited for it to arrive from the manufacture...with no delay on our end,  and the customer was contacted the day it arrived to our store to set up a time/day that would work to install the motor. The new motor was installed and once the power was turned on, the motor control board being 17 years old could not run the new motor and failed. When our service tech returned I contacted the manufacture the next business day and received a retail price of $410.00 and my cost of $265.00 I called the customer and offered the board at my dealer cost. He was not willing to invest any more money into his treadmill and he thought my service tech installed the motor incorrectly causing the board to fail. I told him I would call the manufacture and investigate his claim. I spoke to the manufactures service manager and he told me that even if the motor wires (there are only two that could be mixed up...one is back and one is white) were installed in the incorrect order the motor would just run in reverse (a fact I know to be true) not causing any damage and the real problem was the treadmill is 17 years old and the motor control board most likely failed because it was old and could not handle supplying power to the new motor. I felt very confident in this verdict, this treadmill company has been in business since 1967 and I have been selling and servicing treadmills 15 years. I called the customer and explained this and again the customer stated he was not willing to invest any more money into his treadmill and I was told that I should replace whatever components ware needed to fix his treadmill at my own expense. I informed him I could not do that and he stated he wanted his money back on the motor he purchased, I said I would check with the company and see if they would be willing to take the motor back and issue a credit and I would call him back. The treadmill manufacture was willing to take the motor back and waive a restocking fee as long as it passed inspection and then a credit would be issued to me minus the initial shipping cost of $27.00 and we were also responsible for the shipping costs to send motor back (FedEx $36.26 to send back) I contacted the customer to relay this info and set-up a time to pick up the motor and informed him I would not charge him any money for this service trip (customer lives 24.6 miles from our store). A time and day was set up to have our service tech go to their house and install their old motor back in the treadmill and bring back the new motor to ship back for credit. The motor was packed and shipped via FedEx,  about 2 weeks later the customer called requesting an update on their credit refund, I explained I had checked with the manufacture the day before as well as several other times and they had received the motor and it was yet to be inspected and once it passed the credit would be issued and then I would refund the credit card less the shipping charges. The customer was not happy about waiting for the refund and said I would continue to check on the status on a regular basis and call when the credit was approved.  After checking several times on the credit, about 1 1/2 weeks later the motor had passed inspection and I was issued a credit with the company and I called the customer and left a message on 3/12/2015 stating a credit of $801.84 was refunded onto their credit card and the shipping totals came to 63.26 also to call if they had any questions. During the entire process my service tech told me he acted with respect and courtesy toward the customer every time he entered their home and I also acted in the same manner while speaking to this customer and his wife....even when I was cursed at on the phone and told to fix their treadmill at our own expense I remained professional  and courteous . I do understand the customers frustration but I believe I went above and beyond to help this customer and for that we receive our only Revdex.com complaint in over 19 years of business. [redacted]Future Fitness Plus

Review: We had purchased a BD Branded Elliptical machine in December 2014 that was delivered and assembled in our home on January 2015 and since that time we have had five service calls regarding equipment breaking on the machine that Future Fitness did authorize mechanical techs to fix the problem each time, however, after the fifth service call we requested our money be refunded to us in full for a dysfunctional product. The owner of the establishment, [redacted] states that restitution must come from the manufacturer. [redacted] required pursuit by both myself and my husband in regards to follow up and was not forthright in returning either of our calls until we called him several times. After negotiations this past June with the manufacturer he presented us with the following options - 1.) a new machine from the manufacturer 2.) refund less the shipping of the faulty product (we have to pay to ship the product back and taken from our initial payment for the product) 3.) Be given in store credit for a new machine equal to what we paid for. We chose option #2 because we have no further consumer confidence in the product and are not interested in further business at this facility or the remaining products and prefer to go elsewhere. [redacted] explained that it is the manufacturer's policy to issue refunds and if they will not comply there is nothing further he can do for us. Before we left last Friday, 07/10/15, we had negotiated that his company would come to pick up the product from our home at 1030 on 07/16/15 and he would have an itemized receipt with our shipping fees as well as the amount of our refund. I called him today at 1400 and he had none of this information ready for us and so I cancelled the appointment as requested that once he get this information in writing, he call to reschedule the appointment. I have no confidence that he will actually do this and feel I will likely have to call him to do this.Desired Settlement: We would like a full refund for the cost of the machine and not to have to pay for its shipping back to the manufacturer ($300-$400 - we were given an estimate an no actual cost)

Business

Response:

We have given this customer a refund and I believe the customer is satisfied with the outcome. On July 15 we here at Future Fitness got our response from BH fitness the manufacture of the Elliptical and they agreed to give credit for the machine and cover the return shipping. I spoke to the BH Sale manager [redacted] and he said BH was at complete fault for the lack of communication and the delays in getting back to me with the credit amounts. I called the customer to set up a time and day to pick up the machine and give them their refund check on Monday the 20th, we here at Future Fitness waived our restocking fees and delivery fees to best take care of this unhappy customer. [redacted]Future Fitness Plus

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me for the following reasons:1. We were not given a full refund as [redacted] alludes to in his Revdex.com response citing a reduced shipping cost that would have to cover.2. No apology given or sense of remorse by owner for poor outcome. [redacted] told my husband 'that he could charge us for the take down of the equipment in our home but he's forgoing because of all that has happened'. That was unnecessary to say and rude to a customer who is already dissatisfied. While we accepted [redacted]s offer because we just want closure on the whole matter it is important that customers know the standard in which business is conducted by this facility and the manufacturer BH lack of concern for product quality and customer support.

Regards,

Review: Future Fitness Plus was contacted to conduct a repair to a treadmill that was purchased from them. Upon an initial visit the service tech indicated that the motor was fried and that a new motor in excess of $800 would resolve the problem. After a lengthy delay Future Fitness Plus returned to install the new motor and the service tech shorted out the new motor and the lower electrical board nearly causing a fire. When confronted about the issue the company's response was that this sometimes happens and they cannot be held responsible nor can they predict these types of circumstances. The general manager advised that they could make the equipment functional if a new lower electrical board was replaced and paid for but also indicated that the upper electrical board could potentially also short out or fry in the process of servicing the lower portion of the equipment. The service tech was directed to remove the replacement motor and refund the cost of the motor. After over a month of waiting for the $800 from Future Fitness Plus they have yet to refund the cost of the replacement motor. The continued lack of customer service and lack of responsiveness has resulted in a piece of equipment that is no longer functional and the damage caused by their staff has not been resolved. I am convinced that had a different company been called for service I would have a functioning treadmill for the $800 I invested to resolve the issue. I now have an un repairable piece of equipment and still do not have my money. Future Fitness Plus is the most unreliable service experience that I have ever had.Desired Settlement: The Ideal outcome would be to have a functioning treadmill again, however I am not willing to allow any of their staff back into my home. At this point in the situation I simply want my money refunded and I will now be forced to purchase a new treadmill based on the irreparable damage caused by their service staff.

Business

Response:

This is in response to complaint ID# [redacted]We were contacted to diagnose this customers treadmill issues. Our service tech. found the treadmill motor dead & not responding, also the walking belt looked to be wore out from normal use. Our service tech recommended the motor & walking belt be replaced and the treadmill deck could be flipped over to expose fresh waxed surface also noted was the age of the motor control board and that not until the motor was installed would he know if the board was working properly. the customer stated she wanted to invest the very minimum to get the treadmill working. It was recommended that the motor would be the first component to replace and see if that was all was needed. A drive motor was ordered, I discounted the price from $895.00 to $820.00 and offered not to charge any labor to install the motor. The motor was ordered and we waited for it to arrive from the manufacture...with no delay on our end, and the customer was contacted the day it arrived to our store to set up a time/day that would work to install the motor. The new motor was installed and once the power was turned on, the motor control board being 17 years old could not run the new motor and failed. When our service tech returned I contacted the manufacture the next business day and received a retail price of $410.00 and my cost of $265.00 I called the customer and offered the board at my dealer cost. He was not willing to invest any more money into his treadmill and he thought my service tech installed the motor incorrectly causing the board to fail. I told him I would call the manufacture and investigate his claim. I spoke to the manufactures service manager and he told me that even if the motor wires (there are only two that could be mixed up...one is back and one is white) were installed in the incorrect order the motor would just run in reverse (a fact I know to be true) not causing any damage and the real problem was the treadmill is 17 years old and the motor control board most likely failed because it was old and could not handle supplying power to the new motor. I felt very confident in this verdict, this treadmill company has been in business since 1967 and I have been selling and servicing treadmills 15 years. I called the customer and explained this and again the customer stated he was not willing to invest any more money into his treadmill and I was told that I should replace whatever components ware needed to fix his treadmill at my own expense. I informed him I could not do that and he stated he wanted his money back on the motor he purchased, I said I would check with the company and see if they would be willing to take the motor back and issue a credit and I would call him back. The treadmill manufacture was willing to take the motor back and waive a restocking fee as long as it passed inspection and then a credit would be issued to me minus the initial shipping cost of $27.00 and we were also responsible for the shipping costs to send motor back (FedEx $36.26 to send back) I contacted the customer to relay this info and set-up a time to pick up the motor and informed him I would not charge him any money for this service trip (customer lives 24.6 miles from our store). A time and day was set up to have our service tech go to their house and install their old motor back in the treadmill and bring back the new motor to ship back for credit. The motor was packed and shipped via FedEx, about 2 weeks later the customer called requesting an update on their credit refund, I explained I had checked with the manufacture the day before as well as several other times and they had received the motor and it was yet to be inspected and once it passed the credit would be issued and then I would refund the credit card less the shipping charges. The customer was not happy about waiting for the refund and said I would continue to check on the status on a regular basis and call when the credit was approved. After checking several times on the credit, about 1 1/2 weeks later the motor had passed inspection and I was issued a credit with the company and I called the customer and left a message on 3/12/2015 stating a credit of $801.84 was refunded onto their credit card and the shipping totals came to 63.26 also to call if they had any questions. During the entire process my service tech told me he acted with respect and courtesy toward the customer every time he entered their home and I also acted in the same manner while speaking to this customer and his wife....even when I was cursed at on the phone and told to fix their treadmill at our own expense I remained professional and courteous . I do understand the customers frustration but I believe I went above and beyond to help this customer and for that we receive our only Revdex.com complaint in over 19 years of business. [redacted]Future Fitness Plus