Gym Pros

To Whom It May Concern,David called in on 12/and purchased an elliptical from usDuring this time of year is our high season as well as the freight companiesWe always quote an approximate 14-business days for delivery of purchasesWe also make sure that every customer understands this as
they sign an invoice that clearly states this time frameWe shipped David's unit on 1/and provided him with a tracking numberHe called and said that he no longer wanted the machine because he was quoted a shorter shipping time frameThe customer agreed to a restocking fee and we refunded him for his purchase of the elliptical. Thank youBrie Garrett

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*** ***

To Whom it May ConcernThe consumer purchased 2 years ago. I sent the customer a ticket that we will pay for to National Gym Supply to repair their console. I told the customer it is a 2 week turn around for the repair.That is how we handle console repairs with our company. We can only repair consoles under these conditions.. B[redacted]

The customer received shipping damages. This is not a warranty issue. As Per our store policies that the customer signed we are not responsible for shipping damages. However actin in good faith  We have sent over several parts and ordered a technician out for repair. There are a few things that...

are needed to help complete the repair from shipping damages. I have already requested from our warehouse for a console to be sent. The customer is aware that this is not a warranty issue but we are helping to repair what was damaged from shipping.

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 item. Our normal wait time is 14-21 buisness days however on this item the wait time is 21-45 buisness days. The parts for this machine has been back ordered...

from the manufacturer. I updated Motivators and let them know. Hoever he did not want to wait any longer. So we refunded him. GymPros

Complaint: 11962641
I am rejecting this response because: Gym Pros/Xcelerated fitness by definition never provided a refurbished machine. They sent out a broken used stepmill that has not worked at all, same case for their first stepmill. The 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 tight. A 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 sticker. If one is not present then the company should provide one. Gym 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 25 minute session with the repair man as evidence that Gym Pros provided me with a broken/used stepmill not one that is deemed refurbished. Refurbished 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 Pros. My product should have been received in working/acceptable condition and both stepmills sent out have failed to meet that criteria. Also, 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't. Gym 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 payments. My 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 spent. It 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-working. My lease will cost me over $10,000 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 products. I 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 practices. Should 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 machine. Going 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 system. We have been using this new system for 2 years now and that I had to check the warranty on there purchase. I also told them that I do not even know what they ordered. I have submitted the information...

to our corporate office to open the archive of older orders and send me a copy of their invoice. Either way weather it is still under warranty or not they can send in to Nation Gym Supply for Repair. 310-410-4200. I told them that I would get back to them later today after I receive the information.B[redacted]GymPros

[redacted] I am continuing to help you with your stepmill. It is not in my control that the original service technician that lives in your area was unable to complete the repair due to an illness. It is not realistic to fly someone in to repair your stepper. I 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 this. We have sent in all parts that make a stair master run. The second technician that was there to install signed off on the stepmill. B[redacted]

Complaint: 11618810
I am rejecting this response because: the machine is still broken and needs fixed. The 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 powered. With someone less than 180 they hardly move
Regards,
R[redacted]

As stated by the Business. We 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 adjustment. I will contact a technician tomorrow.

Ryan Anderson has had his Stair Master since november. We have sent him every part that was needed and a technician. When the tech installed parts and tested the machine worked fine.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11542293, and am willing to concede this may not technically be a warranty issue however they have promised to fix the bike and so far it has been 8 months and still nothing.   They have finally reached back out to me after 5 weeks of no communication and have promised to finally fix this bike.  I am glad they have responded and am hopeful.   
Regards,
P[redacted]

Hello We have been in communication with the customer letting them know that there was a delay on 2 of the treadmills they ordered and the Stepmill. We decided to ship out 3 of the treadmills because they were complete and parts were in. However the was a back ordered on parts. All the...

treadmills have shipped and the stepmill is on its way. That is why it is an approximate date especially when it comes to the stepmills. [redacted]

Complaint: 11307284
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]

HelloYou did buy a refurbished unit with warranty. Even tho these are refurbished they are used and do have issues from time to time. However I did respond to the issue you did have at hand and a part was sent. I 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 oversight. A check requested by you for $133.00 will be sent. I will also increase the amount to reimburse to $175.00 for the delay. Again issue was resolved. [redacted]

On all our orders we quote an estimated  time frame of 14 -28 business to get the order out and deliver. We never promise an exact delivery date as sometime we have no control over the time frame. After it leaves our warehouse the freight company at times will also have delays. W[redacted] signed...

his invoice agreeing to the terms. I told W[redacted] that the freight company already had his unit and was scheduled to ship this out. If W[redacted] wants to cancel he needs pay a restocking fee and the return fee of the shipment back to us. He can look up our store policies online.

Complaint: 11518420
I am rejecting this response because:I filled out the complaint below, which now shows a status of “closed”, but the resolution from the business that I accepted was that they would fix my elliptical machine (which XCeleration Fitness said they would do on 7/11).  It is now 7/20 and nothing has been done.  I may have inadvertently “accepted” their resolution to fix the machine, but I didn’t intend to “close” the complaint.  I would think the complaint wouldn’t “close” until they actually performed the repair.  I would like to re-open the complaint as absolutely no action has been taken by the business----they’ve only said they would fix the machine, but have done absolutely nothing (which is why I filed the complaint in the first place.)  Thanks, B[redacted]Regards,
B[redacted]

We resolved the issue with S[redacted]. The incident was a misunderstanding. We have refunded Steve and will sending the correct item he ordered. At that time he will repay for the item.  GYMPROS

As stated by the Business. Regarding Complaint #10739796 The Customer purchased from us on 4/7/2015 she received her elliptical 5/7/2015. At the time of purchase we always quote a time frame of 28 business days on refurbished equipment. The Customer signed for the equipment from the freight...

company. Once she opened she noticed that there were shipping damages. She called and I mentioned to her to please file a claim with Roadrunner since she already signed for the item. In the meantime I asked her to please send me photos of the damage so that while we are waiting for the claim to go through we will help her fix the elliptical. Parts were sent to her and she has received and that a Technician would be out to install the parts. The Customer stated that she does not want the elliptical anymore. If she does want to keep the elliptical and wishes to return she will have to pay shipping costs and the cost to palletize this. We will waive our restocking fee.  Sincerely,      [redacted]