Future Fitness Plus

This is in response to complaint ID# [redacted] We were contacted to diagnose this customers treadmill issuesOur service techfound the treadmill motor dead & not responding, also the walking belt looked to be wore out from useOur 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 properlythe customer stated she wanted to invest the very minimum to get the treadmill workingIt was recommended that the motor would be the first component to replace and see if that was all was neededA drive motor was ordered, I discounted the price from $to $and offered not to charge any labor to install the motorThe 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 motorThe new motor was installed and once the power was turned on, the motor control board being years old could not run the new motor and failedWhen our service tech returned I contacted the manufacture the next business day and received a retail price of $and my cost of $I called the customer and offered the board at my dealer costHe 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 failI told him I would call the manufacture and investigate his claimI 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 years old and the motor control board most likely failed because it was old and could not handle supplying power to the new motorI felt very confident in this verdict, this treadmill company has been in business since and I have been selling and servicing treadmills yearsI 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 expenseI 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 backThe 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 $and we were also responsible for the shipping costs to send motor back (FedEx $to send back) I contacted the customer to relay this info and sa time to pick up the motor and informed him I would not charge him any money for this service trip (customer lives 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 creditThe motor was packed and shipped via FedEx, about 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 chargesThe 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/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/stating a credit of $was refunded onto their credit card and the shipping totals came to also to call if they had any questionsDuring 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 years of business***Future Fitness Plus

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: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 coverNo 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 dissatisfiedWhile we accepted ***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] ***