Hoist Fitness Systems Inc

Dear *** ***,I received your letter informing us of the customer's concern with the resent marketplace transaction.The customer has been visited by a service provider that our dealer 2"d Wind hired to service the unitin question, and the service provider confirmed there were no defects on the
unit or the related parts,however he replaced some of the components he thought might prevent the issue.After that, the customer called me to get a solution of the problem since the handle wasdisconnecting from the pin so the unit was not able to be adjustedI suggested the customer toreplace the "C" clip holding the handle in place and offer to send them some spares for hisconvenience.Apparently the problem still persist so we have sent the complete handle assembly for both sides ofthe unit to the customer so they can be replaced, once received, a service provider is scheduled togo and swap those parts for the customer.We will keep monitoring this case to make sure customer doesn't have any problems with thislocking mechanism and is fully satisfied with the product.If you have any questions don't hesitate to call me or email me back.Sincerely,*** ***Product Support ManagerHoist Fitness Systems*** ***858-547-Fax858-435-E-fax* *** ***

Dear [redacted]:When Customer contacted me in regards to the problem described in the letter, he explained that right after he assembled the bike, he wanted to use it, but both of the pedals came off. He did mention that once the pedals came off, he noticed the threads on both, the crank...

arms and pedals were damaged and requested replacement parts from us.There are only to causes for the pedals to come off the crank arms, one has to do with an installation error and the other one has to do with lack of maintenance.During installation, if assembler installs the pedals in an angle, he will notice they feel a little tight and if he continues the threads of the crank arms and pedals will get damage. This will cause a problem immediately after the installation.With the time and use, the pedals will get loose, so as part of the maintenance process, we recommend inspecting the pedals periodically to ensure they are tight. If the bike is used while the pedals are loose, the threads on both, pedals and crank arms will get damaged and pedals will come out.| explained customer that our warranty covers manufactory defects only and not consequential damages, based on the description of the problem, this was related to installation error which we don't cover under our warranty policy.Attached is a copy of our warranty schedule for reference.If you have any questions don't hesitate to call me or email me back.Sincerely,[redacted] Product Support Manager Hoist Fitness Systems [redacted]
[redacted]

Review: I am writing about a reoccurring problem with a $2500 Hoist home gym that I purchased on September 12, 2011 from Second Wind, located in [redacted]. There are two adjustable sides to this gym. To be able to move these sides up and down (to adjust for different exercises), a very small item called an e-clip must be in place. While adjusting the height of this machine, an e-clip has popped out numerous times from both sides (never both sides at once). [redacted], the gentleman that sold me the machine came out once and put the e-clip back in place, not an easy task.

Not long afterward, an e-clip popped out again. I spoke to [redacted] who informed me about a company that fixes this machine, Fitness Techs.

Fitness Techs came out and fixed the machine in August, 2014. Then in October, the e-clip from the other side popped out. Fitness Techs came out and repaired the machine again. So far, I have paid Fitness Techs over $250.

Once again an e-clip popped out on December 15.

Both [redacted] and Fitness Techs have told me that they have never heard of this problem before on a Hoist V6.

I have called the Hoist company, based in San Diego, California and spoke to [redacted], Product Support manager. I explained the problem but received absolutely no satisfaction. There is a ten year warranty on parts (so I'm still covered), but only a one-year warranty on labor.

Even though this problem is supposedly very rare, Hoist refuses to help. I realize the warranty on labor has passed, but because I have already invested over $250 in repairs for a problem that supposedly rarely occurs, I feel I am entitled to compensation.

In conclusion, I have lost all confidence in this machine. In spite of it being "fixed" at three different times, I feel this problem will continue to plague my particular home gym, Apparently I happened to get a "lemon."

Any help you can give me with this matter will be greatly appreciated. Thank you for your time and consideration.

Sincerely, [redacted]Desired Settlement: FIX THE MACHINE AT NO COST TO ME!!!

Business

Response:

Dear [redacted],I received your letter informing us of the customer's concern with the resent marketplace transaction.The customer has been visited by a service provider that our dealer 2"d Wind hired to service the unitin question, and the service provider confirmed there were no defects on the unit or the related parts,however he replaced some of the components he thought might prevent the issue.After that, the customer called me to get a solution of the problem since the handle wasdisconnecting from the pin so the unit was not able to be adjusted. I suggested the customer toreplace the "C" clip holding the handle in place and offer to send them some spares for hisconvenience.Apparently the problem still persist so we have sent the complete handle assembly for both sides ofthe unit to the customer so they can be replaced, once received, a service provider is scheduled togo and swap those parts for the customer.We will keep monitoring this case to make sure customer doesn't have any problems with thislocking mechanism and is fully satisfied with the product.If you have any questions don't hesitate to call me or email me back.Sincerely,[redacted]Product Support ManagerHoist Fitness Systems[redacted]858-547-3484 Fax858-435-127 4 E-fax[redacted]