G & G Fitness Equipment

Regarding Revdex.com Complain ID [redacted] Mr [redacted] purchased this machine from us December 12th, 2016, and we appreciate his business, as we do all our customersAs Mr [redacted] states, shortly after purchase he reported to us that that resistance would not changeWe worked as quickly as possible with the manufacturer of the product to get the parts needed to correct the issueOn January 13th, our technician verified that the machine was again operating as expected, and the service work was completely covered under the manufacturer'swarrantyOn, March 14th, 2017, Mr [redacted] again contacted our service department and reported a noise coming from the left shroud areaOur technician was dispatched and found a loose bolt on the unit which was re-torquedThe machine was tested and verified to be working as expectedThis service work was also completely covered under the manufacturer's warrantyOn August 241h, 2017, Mr [redacted] contact our service department once more to report a problem he seemed to be having with the resistance control on his machineWe made special time accommodations with him as to not inconvenience him any more than necessary with another visit to his homeWe dispatched one of our top ranked technicians to review the reported problemHe identified components to replace to resolve the issue and those were ordered, however Mr [redacted] followed up and advised that he didn't feel our technician was knowledgeable about the product and did not want him back outWhile we completely disagree with this statement and even though it makes it more difficult to complete a job efficiently when switching technician mid-job, at the respect of Mr***, we chose to send a different, but also capable technician to install the partsWe had to order several parts to resolve the issue and these parts were installed on 9/28/Unfortunately, one of the new components, the generator assembly, was not operating properly and was creating vibrationWe have ordered a replacement and will be scheduling to install that ASAPI can definitely appreciate Mr***'s frustration with the situation, however, the manufacturer's warranty provides for coverage of labor and parts to make repairs during the warranty periodIt does not allow for complete replacement or exchange of unitsSuch an action would have to be a special case considered by the manufacturer, and would require a significant amount of same-component failure history or would require an unrepairable defectUltimately, however, G&G Fitness Equipment strives to do whatever is reasonably possible to maintain the satisfaction of all our customersI have personally spoken to Mr [redacted] on the phone and have agreed to offer a labor warranty extension for his peace of mind, in light of the current situationHe was accepting of this and I'm confident that we can return his machine to service in like-new condition

Revdex.comRe: ID [redacted] To Whom It May Concern:Regarding ID [redacted] Our customer, [redacted] had expressed concern and frustration for the number ofattempts made to repair her machine along with several reschedulesPreferentialscheduling was requested along with adjustment of labor charges.While we work to minimize mistakes and situations that cause frustration for ourcustomers, we realized that sometimes these situations do occur, yet we sympathize withour customers when they have been inconvenienced.Prior to receiving this complaint, I had spoken with [redacted] directly and agreed to herrequests to satisfactorily resolve the issue for her.Sincerely,Chad B