Gym Pros

The worst experience of my life. Bought a “like new” exercise equipment and even bought extra 5 year warranty. Paid total of $4500. When machine was being delivered it was dropped by the driver on the curb from the truck. We declined the delivery. Gympro (Brie) begged us to not cancel the order and they will send us a different unit. Couple of weeks later a “new” unit arrived and was delivered curbside despite the fact we paid for white glove delivery. Since there are no outlets and it weighed 500 lbs my wife was unable to open the crate and plug it in to inspect it. I moved it on my garage over night. Next day when while glove delivery people came to help move it when they opened the crate the machine was broken. Screen was non functioning and while machine wobbled 4-6 inches side to side. We immediately contacted them and Brie asked us not to contact our credit card company and promised to get it fixed. 16 months later now no response from them. They will not pick up our phone and absolutely no customer service. No one will call us back. My Amex platinum card can’t help us because we accepted the delivery and per them gympro “delivered” the machine. For last 16 months we have been helpless. Gympros is a scam. Do not believe Brie. Very very unethical.

I ordered the Precor AMT 885 Commercial Elliptical – Open Stride with P82 Touch Screen Console from Gym Pros on 1/19/23. With the purchase of the elliptical, I paid for Freight Shipping for $495, a commercial mat for $129, and additional white glove delivery for $380. TI contacted Gym Pros support as instructed by their website on 2/2/23 to let them know that the machine was delivered but suffered a fall during the delivery. I sent photos of the damage that potentially occurred during the fall versus damage that may have been pre-exiting on the machine that was not pictured at the time of purchase. The screen appeared to be ok after the fall, however, the machine did not come with an electric cord for me to be able to plug it in to confirm it even works. Also, missing was the mat I had ordered. I called Gym Pros on this date as well to make them aware of the issues I had at the time of delivery. They informed me on 2/2/23 that a mat would be shipped and a representative from the white glove delivery team would reach out to me to introduce themselves so that we could arrange that portion of the setup. As of 2/9/23 I had not heard back from the company so I reached out to my salesperson, Doug. He reached out to customer support, and I received an email response on 2/10/23 that said “Hello Alison, the mat is shipping today.” No signature. No other information. I requested tracking information multiple times as well as a name of the person I was communicating with. My questions have never been answered. As of 2/15/23 I still had not received the mat, nor had I heard from the white glove delivery service. I reached out to Doug, my sales person, and initially he seemed upset, and gave me his cell phone number. After acting concerned, he avoided my phone calls.
The company claims to be certified by the Better Business Bureau, however, upon, visiting that site to file a complaint, I discovered this is falsely advertised information. They, in fact, have an F rating. I urge you to reach out to the Attorney General and Consumer Protection Agency for the state in which you live and also these departments in California where Gym Pros is located. Both were very receptive, and per their responses, made it sound like this company would be investigated further if they continue to receive more complaints. I reported false advertising by a company and inaccurate descriptions on their website. I also reported them for not fulfilling the original order as it is now March 22, 2023 and I still have not received the mat, the white glove delivery, or even a complete power cable for the AMT 885. I requested to return the machine on February 15 and threatened to dispute the credit card charge if I didn’t get a reply. No reply. I did file a dispute with my credit card company, and after I filed that dispute I received a threatening email from [email protected] which read “This email serves as a notice if a dispute is filed, your account will be handed to a third-party collections company”. The owner of Gym Pros threatened a “collection lawsuit, garnishing wages, seizing property, repossessing of the property, or freezing a bank account.” He also said “This will also put you in possession of unpaid merchandise, considered theft and a federal crime… This will allow Gym Pros to file a police report for stolen goods.” The company quit responding to my emails with request for help regarding the missing mat, power cord, and white glove delivery. Half of a power cord did show up on my door step one day that I believe to be from Gym Pros as it had their name on the invoice. It also had the name Roy Crocker who I believe to be the person that has responded to my emails which have remained signatureless despite me asking for a name multiple times. After the dispute was over, they have refused to send me an RMA to send the machine back stating that I’m outside the 30 day window despite the fact that I requested the return within 30 days. They are again ignoring my emails.
I wish I had read reviews prior to making a purchase from this company but I did not. If I had, I would have never purchased anything from Roy Crocker. Please, please, please, do yourself a favor and DO NOT purchase anything from them. They do not fulfill their promises and quit responding to emails for assistance. I am currently trying to return the machine to them despite a 30% restocking fee, and Roy is still ignoring my emails. I urge anyone who has had issues with this company to go to your state’s and California’s Consumer Protection Agencies as this seems to be the only way something will eventually be done about their bad business since they are falsely claiming accreditation by the Better Business Bureau.

I purchased a universal gym from Gympros. My sales person said they would deliver and install. After my purchase I got an email that they would not deliver inside my house or install. I called and emailed to cancel my order. They did not return any of my communication. I contacted my bank to dispute the transaction and they lied to my bank saying that I received the merchandise. My bank would not refund my money. Gympros kept my $3895.00 and the equipment. They are Thieves and Liars!

WARNING! Buyer BEWARE!
Do not purchase from this company! They sent me a machine that does not work and I have been getting lied to for weeks and now they have just stopped returning my calls and messages. I have sent email after email and no response.

This company is a fraud! DO NOT BUY FROM THEM! The equipment is not new and it doesn’t work! The equipment is not even refurbished! All of their “good reviews” are FAKE!

Hello,I received a email from Brett on April 21, Requesting lubricant for his treadmillHe also mentioned to me that the cool down button was not workingI contacted A Technician immediately to go out and lubricate his treadmill as well as check out the cool down buttonI told the technician it was urgent to get out there was Brett was unsure if he should use without enough lubricantOn 5/20/I received the report from the technician and submitted the request for a new cool down button as well as a wax packetI told Brett that parts were ordered and once he receives to call me so that the technician can go back out and installWe absolutely have been attentive to Brett's request and have already contacted the Technician who is on standby once Brett receives his partsThank youB [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10840405, and find that this resolution is satisfactory to meI do though, reserve the right to resubmit the complaint should the business fail to remit the agreed upon compensation amount in a timely manner V/R, M [redacted]

Hello Customer puchased a SM5, at the time of purchase I mentioned to the customer that there was a longer wait time on this particular itemOur wait time is 14-buisness days however on this item the wait time is 21-buisness daysThe parts for this machine has been back ordered from the manufacturerI updated Motivators and let them knowHoever he did not want to wait any longerSo we refunded himGymPros

Complaint: I am rejecting this response because: Gym Pros/Xcelerated fitness by definition never provided a refurbished machineThey sent out a broken used stepmill that has not worked at all, same case for their first stepmillThe repair man they sent out on February 3rd stated that he believes this machine hasn't been serviced in quite some time being the plastic pins holding the exterior case on were stuck on very tightA sign that no one has opened the casing to review the components in quite some time I realize this is theoretical on his behalf but I must take it into He then went on to inform me that if this truly was a certified refurbished stepmill then there should be a serial number stickerIf one is not present then the company should provide oneGym Pros has not provided any serial number The repair man also stated that he could not guarantee that replacing the pillow blocks would resolve the front axle being broken I video taped the entire minute session with the repair man as evidence that Gym Pros provided me with a broken/used stepmill not one that is deemed refurbishedRefurbished is like buying a pre-owned car, the company should run thorough diagnostics, check all components, and make certain that the equipment is in as almost good condition as brand new factory condition This is not the case with the stepmills provided by Gym ProsMy product should have been received in working/acceptable condition and both stepmills sent out have failed to meet that criteriaAlso, it seems unethical to me that these issues be under my "warranty" as the warranties I paid extra for are time sensitive None of their machines have worked at all and this is thoroughly documented, so why should I lose warranty time on a product that never worked? My warranty should not start until the provide me with a working refurbished product and they haven'tGym Pros did refund me my expedited fee and January's payment but that does not account for the White Glove service ($250) that was never received and any future paymentsMy next payment is due February 10th for $227, will they refund me that as well or any and all payments till a refurbished working machine is provided? I also had to dispute with them non-stop for them to even consider refunding me a portion of what I have spentIt also does not account for all the time lost from work to accomodate their 3rd party vendors and does not account for any future payments/money lost on equipment that was sent out broken/non-workingMy lease will cost me over $10,so for them to send out equipment in this condition is unacceptable, and there are other Revdex.com complaints for the very same reason in regards to their "refurbished" stepmills and productsI am working with my leasing company to get this product returned and the lease nullified and plan on following up with consumer agencies on their practicesShould the return be approved I will be certain that their machine leaves my residence in the same condition as it arrived and will make time for their delivery people to pick up said machineGoing forward I will just be handling the dispute thru them and will discontinue communications with Gym Pros until I get resolution from the financing disputes manager Regards, R [redacted]

HelloWhat I told the customer today was that their invoice was so old that it was not in our systemWe have been using this new system for years now and that I had to check the warranty on there purchaseI also told them that I do not even know what they orderedI have submitted the information to our corporate office to open the archive of older orders and send me a copy of their invoiceEither way weather it is still under warranty or not they can send in to Nation Gym Supply for Repair310-410-I told them that I would get back to them later today after I receive the information.B [redacted] GymPros

*** I am continuing to help you with your stepmillIt is not in my control that the original service technician that lives in your area was unable to complete the repair due to an illnessIt is not realistic to fly someone in to repair your stepperI will reach out to the original technician or if you know of a fitness service technician in your area please let me know so that we can resolve thisWe have sent in all parts that make a stair master runThe second technician that was there to install signed off on the stepmillB***

The customer received shipping damagesThis is not a warranty issueAs Per our store policies that the customer signed we are not responsible for shipping damagesHowever actin in good faith We have sent over several parts and ordered a technician out for repairThere are a few things that are needed to help complete the repair from shipping damagesI have already requested from our warehouse for a console to be sentThe customer is aware that this is not a warranty issue but we are helping to repair what was damaged from shipping

Ryan Anderson has had his Stair Master since novemberWe have sent him every part that was needed and a technicianWhen the tech installed parts and tested the machine worked fine

Complaint: I am rejecting this response because: I have an e-mail stating that they would get the bike to by the 24th of Feb., M [redacted] told me he spoke to MrC [redacted] and he and said he would make an acception and get the bike to me by the 24th of Feband now he's playing his to day shipping rule on me so he doesn't have to pay I called tech support and wrote e-mails that I have copies of, I also left MrC [redacted] or voice messages that he never responded toI called and spoke to Brie in support on the 23nd of feband she told it would not be here by the 24th of Febbecause they had to order a part and that it would ship on Friday the 27thand she would send me an e-mail or call with the shipping information, I called her again on the 1st of march and Brie told me it hadn't shipped yet I told her I wanted to cancel my order because they were not answering me-mails and or phone calls she said to me what if I give dollars and I said no just cancel my order then she said what if I give you more money will you keep the order, again I said no I just want my money back because I will be out of the country and not their to receive it that's why I asked to have by the 24th of Feb and M [redacted] the salesman sent me an e-mail that if I bought the bike on the 3rd of Febas I did then they would ship it so that I would received it by the 24thafter Brie offered me more money and I refused she then said to wel it has already ben sent to the shipper and you will have to pay the shipping costIf in fact they did ship it i'm going to be out of the country when it arrives and not able to accept it and if they did that knowing I wasn't going to be here per my first conversation with M [redacted] that's really rude of them to do so just to make me payso I guess my next step will have to be to talk to my attorney Regards, [redacted]

HelloYou did buy a refurbished unit with warrantyEven tho these are refurbished they are used and do have issues from time to timeHowever I did respond to the issue you did have at hand and a part was sentI understand that the second visit you paid out of pocket and I mentioned that we would reimburse you and I do apologize that you are still waiting for the reimbursment check, which I did mention was an oversightA check requested by you for $will be sentI will also increase the amount to reimburse to $for the delayAgain issue was resolved***

As stated by the BusinessWe have decided to send out a different tech and do another evaluation as we truly believe that the unit does not need parts but will be a minor adjustmentI will contact a technician tomorrow

Complaint: I am rejecting this response because: the machine is still broken and needs fixedThe tech wasn't experienced in stepmill and is so heavy that gravity works for him to move the steps, but they aren't actually being poweredWith someone less than they hardly move Regards, R [redacted]

Complaint: I am rejecting this response because: Company said that they will get back to us, but they never did They continued to blame everything on their computer system even though I have all the receipts with proof of purchase Regards, J [redacted]

Hello We have been in communication with the customer letting them know that there was a delay on of the treadmills they ordered and the StepmillWe decided to ship out of the treadmills because they were complete and parts were inHowever the was a back ordered on partsAll the treadmills have shipped and the stepmill is on its wayThat is why it is an approximate date especially when it comes to the stepmills***

Complaint: 12434512 I am rejecting this response because:We recieved 2 more pieces of equipment, and did not get any notification prior. I have not been given a tracking number for the last piece and with the history of correspondence or lack of with this company I am not inclined to believe the remaining piece of equipment is on the way. We have been told that way too many times.Regards, S [redacted] ***

On all our orders we quote an estimated time frame of -business to get the order out and deliverWe never promise an exact delivery date as sometime we have no control over the time frameAfter it leaves our warehouse the freight company at times will also have delaysW [redacted] signed his invoice agreeing to the termsI told W [redacted] that the freight company already had his unit and was scheduled to ship this outIf W [redacted] wants to cancel he needs pay a restocking fee and the return fee of the shipment back to usHe can look up our store policies online