Johnson Health Tech North America, Inc.

Dear Ms. [redacted],Thank you for informing us of this complaint.  I reviewed the customer's file and just called him to work on a resolution but had to leave a message with my contact information.Originally the customer reported having an issue with the remote keypads on the handlebars of...

his elliptical trainer on 5/13/14.  We requested a proof of purchase prior to sending the parts under warranty.  The customer stated he sent this to us but we have no record of receiving it and we didn't hear back from him about it until last week.Regarding the recent issue listed in the complaint, the customer called us on 12/31/14 and reported that the right side link arm broke off of the pedal arm.  We created an order for the link arm and pedal arm as well as for both upper handlebars in order to resolve the previous keypad issue.  The order shipped the same day is scheduled to be delivered via UPS tomorrow, 1/7/15.  Although the customer is outside of the labor warranty for his elliptical by more than a year, I would also like to send a technician to install the parts, inspect the unit and thoroughly test it at no charge to him.Unfortunately I cannot approve the customer's request to refund or replace the unit.  We are committed to repairing it and have full confidence that the issues can be resolved.Please let me know if you have any questions.Best regards,
[redacted]
Customer
Tech Support SupervisorJohnson Health Tech, NA

Review: On 1/13/13 we placed an order on Amazon.com for a new Merit Fitness 725T Plus Treadmill which came to $429.99 and a new Schwinn 240 Recumbent Exercise bike which came to $349. Our total paid was $778.99 and both products shipped on 1/14/13. We received our merchandise and both had detailed instructions to set up. Within a few days we were up and running with our new fitness equipment. Within 3 weeks of using the treadmill, the belt suddenly stopped and we got an E1 error code on the display screen. After multiple attempts, we finally reached customer service who shared a website where you can watch a video on how to fix the treadmill and explained that this is very common and it either means there is a connection issue or that the belt needs to be adjusted. I was asked to take the cover off to check electric connections to the console and then to take side plates off and tighten the belt. We reset the panel and the machine started to run again without error. After two more weeks of use, we got the E1 code again and the belt would not move. We again took the cover off and found that a magnet had fallen off and needed to be put back in place. We were able to get one more month of use on the treadmill before it shut down completely with a new E3 error code on 4/29/13. At that time, the treadmill had 98 miles of use on it which was less than 2 months of usage. Attempted calls into customer service were unsuccessful on multiple occasions with long wait times, being disconnected, and getting transferred to the 'proper department'. We finally reached someone the week of September 16th ([redacted], case #[redacted]) who gave us instructions to take side rails off and to also try connecting the motor directly to battery power to determine if it was a motor issue. Completing all of the troubleshooting steps ourselves over the next few weeks were unsuccessful and we again contacted customer service on 9/25/13 who shared that it appears to be a motherboard issue and we'd need to purchase out of our own pocket since that warranty would've expired at the 90 day mark! So, we now have a treadmill that has a mere 98 miles on it, only used for one month time period that has had nothing but error messages and issues since the 3rd week of delivery! Yes, while we were aware of the one year warranty on motor and the 90 day warranty on other parts, it seems very unfair that we received a product that was defective and there is nothing the company will do about it!

PS: The recumbant bike we purchased at the same time of the treadmill has never had a problem.Desired Settlement: Since the product has been defective from the start, I request a full refund of the $429.99 that I paid for the treadmill on 1/13/13.

Business

Response:

Dear Ms. [redacted],

Thank you for informing us of this complaint.

I've reviewed our database and have found that the information in the complaint is not completely accurate.

Our records show that the customer purchased the treadmill on 1/14/13 and first called us a week later on 1/21/13. He stated that the belt was stopping shortly after starting it. He was not by the machine during the call so some troubleshooting suggestions were provided and he was advised to contact us back if they did not resolve the issue.

We did not hear back from the customer until 9/10/13. He left a message for us saying that he had tried troubleshooting the problem but could not get the machine to run. He was called back but was not available so a voicemail was left for him.

The customer called us back on 9/24 and spoke to one of our representatives. We went through some diagnostics over the phone and determined that the symptoms were most likely caused by a part called a motor control board. Since he was out of warranty (this machine has a 90 day parts and labor warranty) he was told the price of the part. The customer did not make a purchase at that time.

We had one contact during the parts warranty period and if the suggestions given did not resolve the problem the customer had ample time before the warranty expiration to contact us. The customer stated he had a difficult time reaching us yet he had approximately 2 months to do so. Call hold times during that period averaged 2 minutes and 8 seconds and if email is more convenient, customers have that option as well.

Unfortunately, we cannot honor his request to refund the cost of his treadmill. If the customer accepts, we will make a one time exception and send out the motor control board at no cost. This is not guaranteed to fix the machine, however, since an on-site diagnosis was not done. The customer may wish to hire a service technician to perform such a diagnosis as a first step but that would need to be at his expense.

Please let me know if you have any questions,

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. While their note also contains inaccurate information about our calls and the fact that we weren't by the machine during the calls, the offer to send us the faulty control board is satisfactory to me. Had they offered this initially, I would've saved time not filing with the Revdex.com. It is disappointing to see the many other customers who purchased this same product posting very similar issues online. I'd hope that there are better quality checks put in place based off of the 'accurate' experiences that others are having.

We will watch for the control board in the mail. Thank you for your time.

Regards,

Review: I had a warranty on a Horizon T500 treadmill and the treadmill has broken. I took advantage of my warranty and ended up having the unit replaced. I am extremely dissatisfied to find out that they have replaced my $1069.98 treadmill with a $629.00 treadmill. That is a big difference in price.

My treadmill was 1069.98 dollars, with a receipt to prove it. The treadmill they sent me, as seen in this link, isn't worth nearly as much.

http://www.treadmill-world.com/horizon-t101-treadmill.html?gclid=CMOK7-uo2rkCFRF...⇄ Settlement: I am open to suggestions.

Business

Response:

Dear Ms. [redacted],

Thank you for informing us of this complaint.

I reviewed the customer's file and confirmed that we replaced his T500 treadmill (model year 2009) in June 2013 with a T101-03 (model year 2013) because of frame damage. The MSRP for the T500 treadmill and the T101-03 is $799.

The T101-03 is actually an upgrade with a larger horsepower drive motor, a larger running area and features a built-in fan and speakers in the console. When we replace a machine under warranty we do so with the same or equivalent model based on MSRP, features and specifications. We do not directly control pricing at the various retailers that sell our products and they do indeed sometimes charge more than MSRP or less during sales promotions. The fact that he found his new unit available at a cost lower than what he paid for his original machine does not impact our decision in any way.

We fulfilled his warranty by replacing his defective treadmill with a brand new, upgraded machine that carries a new warranty. That is the extent of what we will offer.

Best regards,

Review: The EX 57 elliptical I purchased (s/n EP 505 1212 CX00051) comes with a lifetime guarantee for the frame. I called because the left lower link arm was cracked along the welded seam. This same issue happened on the right side of my unit only a few months after it was purchased and is due to faulty design. They had replaced the right lower link arm free of charge back in 2014 but want to charge me $150 + shipping to replace my lower left link arm now, even after I was told by the first customer service representative that this was considered part of the frame. Even if it's not considered part of the frame, it is a faulty design and should be covered under the warranty. I am well below the required 275 lb weight limit (I weigh 190 lbs) and am the only person who uses the elliptical. It is used 4-5 times a week for 30 minutes at a time. There's no reason both of those welded seams should have broke in less than two years.Desired Settlement: I would like to have a replacement left lower link arm sent to me free of charge.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint.I've reviewed the file and we have followed up with the customer to let him know that we would send the replacement part he needs to repair his machine at no charge..Please note that this is being done as a one time exception to the warranty since the piece that broke is considered a part and falls under that portion of our warranty. Our product warranties have different levels and the parts warranty for this product is 1 year from the date of purchase. At this point it is nearly 1 year past the expiration date of the warranty. The frame warranty is covered for life for the original owner of the unit but this piece is not a part of the frame. We define the frame, which is clearly stated in the owner's manual, as the welded metal base of the unit and does not include any parts that can be removed.It is unfortunate that this customer experienced problems with his machine and I sincerely hope that this resolution is satisfactory to him.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech NA.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I created a warranty claim for my treadmill in November of last year and was told I would receive a part within 2 weeks which was somewhat accurate however the part that was sent to me did not have the screw holes threaded and required that I disassemble the treadmill motor bay. After taking apart the existing motor which they think was causing my treadmill to trip my circuit, the new motor could not be used due to the holes not being threaded. It is now March 15th and I still do not have a replacement motor and my treadmill may not even be covered now. Each time I have communicated with Livestrong representatives over email, I have not gotten an accurate estimate of when the part(s) would be delivered. I am still waiting on the replacement for a part that may not even be the root issue for the treadmill.Desired Settlement: At this point, I would rather get a replacement for my unit. I do not want to wait for another part to come and it potentially not solve the problem and cause additional risk to my house or family. The unit was never formally diagnosed and my fear is that this part does not solve the problem and I have to escalate the issue once again via email. I would like this unit replaced immediately or a full refund for the product.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint.I've reviewed the file and found that fortunately, the part that had been on backorder finally arrived to our warehouse and was shipped to the customer last week on 3/13/15. Per UPS it is scheduled to arrive today, 3/17/15.I am sorry this took so long to ship and sincerely hope that it resolves the issues with the treadmill.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech, NA

Consumer

Response:

Review: I purchased an AFG recumbent stationary bicycle from Canadian Tire in Whitby, Ontario Canada who was authorized to sell Johnson Health Tech products. I purchased this bike on January 16, 2015. The bike has not worked since the day I purchased it. I contacted the company immediately at ###-###-#### and I have a case number. They told me they were ordering a new console as it has no programs working at all and it still has not arrived. I have called another 2 times and I was told the parts are sitting on a ship and there is a strike and the warranty has been extended another 30 days. Today I called again and I asked if they had shipped the console and they have not. I have paid a lot of money for a bike that does not work and there answer is to just extend the warranty and I am to continue to wait and they do not know for how long.Desired Settlement: At this point I would like to receive a full refund in the form of a certified cheque and I will return the bike back to Canadian Tire if they wish and the store can arrange to have it shipped back to the manufacturer.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint. I've reviewed the customer's file and her complaint closely matches what we have in our records.Unfortunately, we do not yet have the part she needs to repair her exercise bike but it is on order and pending arrival to our warehouse. I explored other options on finding the part within our system, however, it is exclusive to her recumbent bike and cannot be substituted from another model. As the customer mentioned, we did offer a warranty extension due to the long wait as a gesture of good will but we recognize that doing so doesn't change the fact that her machine is still not operational. I just called the customer to discuss the situation but had to leave a voicemail message for her. The customer wrote that she would like to be refunded for her purchase. Given the long wait for the part, we have issued a return authorization number which will enable her to return the product to the store. In the message I just left, I provided this RA number and explained that she can take the unit back to the place of purchase. As the manufacturer, we will not issue a direct refund as she requested but instead this must go back to store where she bought it. Alternatively, if the customer is willing to wait for the part, we will certainly send it once available. I would also like to add 1 year to her warranty which would double the standard 1 year parts and service warranty that comes with the machine if she decides to keep it. Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJHTNA

Review: I purchased a treadmill from this company on Nov 28th and it did not work right out of the box when it was delivered on Dec 6th. They assured me they could get it repaired and sent the parts and their technician. The parts did not work. They then said it must be the motor and sent a new one. That did not work either. At that time I requested a refund and after much discussion was told it would be allowed after the machine was shipped back and would take 5-7 days. They sent their technician to pick it up on Jan 14th so I waited a week and checked the status. At that time I was told I now had to wait for the freight company to pick it up and delivery it to their warehouse and it could be another 2-3weeks. Every time I follow up there is another reason be it the weather or the person in charge is out for the next two days. I didn't ask for a refund because I simply changed my mind about the machine. It didn't work and as far as I'm concerned, the moment the machine was removed from my apt by their contracted technician, it was in their possession and my refund should be processed. Almost 2mo from the time this all began and I have no treadmill and no refund.Desired Settlement: I just want my money back.

Business

Response:

Dear Ms. [redacted],

Review: Dear Revdex.com,I purchased an elliptical workout machine from Dick's sporting goods in Ithaca, N.Y approximatey 2 1/2 -3 yrs. ago. Recently, I noticed that one of the foot rests was cracked and popping, so I researched the company that made it and purchased a new foot rest from them for $47.93. It arrived today, Monday, Aug. 19, 2013. As I started to install it, I noticed that the welded sections under it had completely separated, which was apparently the cause of the cracked foot rest-the broken weld had allowed it to tip to the side and crack. I contacted the company right away by phone after calling Dick's Sporting Goods for advice as to how to proceed. They said I had to call Horizon, which is the name Johnson Health Tech uses with Dick's, although their reps list their address as the one I gave in this complaint. I was told by Horizon (AKA Johnson Health Tech and Johnson Fitness) that I would have to pay for the part and the shipping and install it myself. I feel this isn't right, since I had already paid for the new foot rest, and a broken weld is a product defect, not something that should ever have broken. I am not overweight/obese so I did not cause this welded area to fail. It is actually quite dangerous, and I do not feel I should have to pay for another part or the shipping. I am going to research this item on the internet to see if others have experienced this defect, but in the meantime am requesting that this company replace the part at no charge. They are very fortunate that when the foot rest cracked, it did not entirely break off, or a serious injury would have occured for which they would have been completely responsible. I would have ended up impaled by a large metal pipe. The company claimed through it's rep that it did stand behind it's products, and yet will not pay for the part or the shipping. Please help-what I want to have happen is for this company to replace the part, I do not feel I should have to replace it at my expense.Desired Settlement: Please note that the settlement I would like is for this company to send me a new part, the defect is in the manufacturing of this product, in the welded parts that have separated, not in other parts that are vulnerable to wear and tear.

Business

Response:

Dear Ms. [redacted],

Thank you for informing us of this complaint.

I have reviewed our records and the customer's complaint. She contacted us originally to report that the plastic footpad on her elliptical had cracked on 8/13/13 and decided to place an order the next day. On 8/19/13 the customer called to tell us about the crack on the link arm that she discovered when attempting to replace the plastic foot pad. The customer stated that she thought it was unreasonable that she should have to purchase the part and said she would throw out the unit. We offered to reduce the price of the part but she refused and said she would return the plastic footpad for credit.

It is unfortunate these parts broke but this machine is well beyond the parts warranty which expired in May of 2012. The customer stated in her complaint that she should not have to pay for the part because the problem is due to manufacturing defect and not wear and tear. The purpose of our limited warranty is soley to cover manufacturing defects, not wear and tear, which as I've stated above expired more than one year ago.

If the customer would like to purchase this part we will still offer it at a reduced cost, however, we will not send it for free.

Please let me know if you have any questions,

Best regards,

Consumer

Response:

Review: They shipped a broken treadmill deck.

I asked them for a paid label to return it.

They said they "don't need" the deck and I should dispose of it.

I refuse to pay for disposing of this piece of junk they sent me. It's their responsibility.Desired Settlement: I want them to send me a paid shipping label so I can send the broken deck back to them.

Business

Response:

Dear Ms. [redacted],Thank you for informing of this complaint. I have reviewed the customer's file and would like to share our perspective of the case.The customer recently called us to report that the running belt on her treadmill had a "crinkle" in it and the edges were frayed. This machine is about 10 years old and since a running belt is a wear item, we recommended that she replace the belt along with the running deck since that too is a wear item and it wouldn't be advisable to put a new belt on an old deck. The customer decided to make the purchase of these items but unfortunately, later reported that the deck arrived with some damage to it. We advised that we would ship a new deck and offered to expedite the shipment yet she refused and asked for a refund instead. She was then escalated to a team lead and he offered to issue a refund but explained that we didn't need the deck returned since it was damaged and asked her to dispose of it. The customer demanded that we pick up the deck and said she did not want to take responsibility for throwing it out. She asked for a supervisor's contact information and then hung up on the team lead. The complaint was filed shortly afterward that same day. We are issuing a refund for the deck as well as the original shipping cost for that item and will send a prepaid shipping label so that she can send the damaged deck back to us and we will dispose of it here. Hopefully this resolution is satisfactory to her. However, the customer should realize, as we already explained, that it is not recommended to put a new running belt on an old deck since it could cause the belt to wear prematurely. Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech North America

Review: I Bought a treadmill Horizon model T203 from Sports Chalet. They consider this one of Horizons high end models at the time compare it with commercial quality treadmills. Sales tool is that it's so durable they give you a life time warranty on the motor. It has a 1,000 hours on it and the computer and full running base needs to be replaced. I call service center parts alone are $364. They say this is normal for this treadmill and should be done every 1,000 to 1,200 hours. If a husband and wife use this treadmill 5 hours a week each they will spend more money on service the 1st year then they would have paid for the treadmill.Desired Settlement: Replacement of product.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint.I've reviewed the file and had one of our representatives follow up with the customer today to address the issue he is experiencing with his treadmill. This unit has a 2 year parts and 1 labor warranty so with a purchase date of 3/12/12, it is nearly a year past the parts warranty already. We therefore cannot meet the customer's request for a replacement machine, however, we did offer a discount on the necessary parts and he accepted the offer. We sincerely hope this will resolve the issue.Please let me know if you have any questions.Best regards,[redacted]Customer Tech SupportJohnson Health Tech NA

Review: I own an EX-57 Elliptical machine under the Horizon Fitness brand. I purchased this in May 2012 and it has lifetime warranty on some components. I have been trying to get assistance on a problem that developed at the beginning of December.

When you call the toll-free number on the company's website, you get a recording telling you that their operators are busy and to call another time. They are only available during my work hours. It is difficult to make the time to make phone calls... only to have those calls go nowhere. The recording directs you to their website, but they do not respond to emails. I sent 3 in December and another earlier this week. I have not received a response to any of them. I emailed both warranty and non-warranty contacts. No response.

I am quite shocked as, prior to this, I had another different with the machine and the response on that occasion (September, 2013) was quite outstanding.

The lack of response with this new issue is completely unacceptable. I am turning to Revdex.com because I am frustrated and feel I have no where else to turn.Desired Settlement: I want someone to contact me so I can review the details of the trouble-shooting I have performed.

The problem needs to be identified and addressed so I can continue to use this machine.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint. The customer stated that he had tried to contact our company multiple times via telephone and email but was not able to connect with us. I ran a trace using the customer's email address to determine what might have happened but couldn't find a record of us receiving an email from him. We also have a full support staff on hand in our call center taking live calls throughout the day. I therefore don't have a conclusive explanation as to why he couldn't reach us over the time frame he indicated in his complaint but I am sorry that he had difficulty getting through to us. While we are busier this time of year in general, we do respond to every email received and have live representatives ready to answer incoming calls.Regarding his elliptical trainer, yesterday one of our Support Technicians gave the customer a call to troubleshoot the issues he is currently experiencing with his equipment. He was fortunately willing to check different areas of the machine to pinpoint the noise and will further investigate the issue this coming weekend when he has more time. We will gladly do everything we can to facilitate the repair of his elliptical with troubleshooting support. His machine is outside of the parts and labor warranty however, so if it's determined that parts are needed, we will place an order for him and make service provider referrals if requested but these would be at his expense. The frame is still covered by a lifetime warranty and the resistance brake has a 20 year warranty.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech, NA

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a treadmill from the company as a gift for my sister. The delivery company used by the seller missed the scheduled delivery four times despite multiple assurances from the delivery company each time that there would no longer be issues. Then, when the product was actually delivered, it didn't work at all. As such, the seller arranged for a technician to replace the defective parts. However, the first time they scheduled this service, the technician ran late at his prior service appointment job and was "off duty" by the time he could get to my sister's so he had to cancel; and the second time, the technician failed to show at all and eventually (long after the time of the appointment), we were told the reason the technician decided to not show up was because he didn't have the parts he needed (the technician nor the company proactively reached out to my sister to notify her). For all occasions, my sister took off work in order to be home during the scheduled times of delivery and repair. For time reference, we purchased the treadmill on January 11 (over a month has elapsed).Desired Settlement: We would like a full refund of all charges (product and delivery) and an additional payment for lost wages (7 hours as a conservative estimate)

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint.First I would like to apologize for any inconvenience caused by the delays in delivering and then servicing the treadmill. When we were first informed of these issues, we granted a 60 day extension to the warranty as a gesture of good will. Unfortunately, the first service company that we issued the work order to informed us that they could not complete the service and cancelled the dispatch. One of our customer service managers talked to the customer on 2/13/15 and she agreed to allow the repair of the machine. Replacement parts had already been delivered on 2/11/15 and the new service company assured us they would schedule the appointment right away. We are fully committed to repairing the machine and as I mentioned already, extended the warranty due to the difficulties experienced.Best regards,[redacted]Customer Tech Support Supervisor[redacted]

Review: 2 weld's broke on the steel portion of the right foot pad connecting arm of my Horizon elliptical. I took the part to a local welder for repair. He charged me $25. to repair the piece. He told me that it was welded improperly, and if fact called it a manufacturer defect. He said for a weld to hold it needs penetration on both pieces of steel. Both of the welds that failed had penetration on only one side.Desired Settlement: Refund the $25. expense I incurred because of a manufacturer defect.

Business

Response:

Dear Ms. [redacted],

Thank you for informing us of this complaint.

I reviewed our database but unfortunately could not find a file for this customer. He mentioned that he contacted us so perhaps he called for a price quote on the part that broke.

The customer stated this machine was purchased on 9/5/2011. The warranty on this unit is one year for parts and labor so it is approximately one year past the expiration date. The sole purpose of the warranty is to cover manufacturing defects so although he was told the failure was a case of manufacturing defect, he was still well outside of the defined warranty period when this broke.

Unfortunately we cannot meet the customer's request to reimburse him the $25 repair fee or otherwise endorse the use of a part modified by someone other than an authorized repair person. To modify a part in such a way does in fact void the warranty if there is one still in place since we cannot be sure it is compatible with the equipment as sold.

Instead, I will offer to send the replacement part at no charge if the customer can provide a proof of purchase to us and agrees to install the new part on his machine.

Best regards,

Review: I purchased my LS12.9T treadmill oct. 2009($1631.23) On Feb. 5,2014 when just stating to walk I had smoke and fast flame occur from the right side of the treadmill.when I called to inquire my warranty was up. The representative who was very helpful suggested that my belt may be worn out. She estimated how much milage I but on this machine over the last 5 years. She stated that my track should have been replaced at 1200 miles ( otherwise the friction can build up and cause a problem as I had in the electric compartment) I stated that there is no suggestion or documentation in the owners manual stating this. After a third call back she told me that they can not put everything in the manual and that maybe that was not the problem.My complaint is that on our first conversation she was very clear that my problem was caused due to my belt. There is no place in the manual that states replace your track every 1200 miles. This problem may have been avoided if the company provided better maintenance instructions. I feel the company should fix my treadmill and or replace it. Best Regards[redacted]Desired Settlement: Repair my treadmill or replace it.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint. The customer contends that we should be responsible for the repair of her treadmill, even though it is well beyond the parts and labor warranty period, based on the assertion that a worn belt and deck caused the problems on her machine. As part of our standard troubleshooting procedure, we attempted to find out possible causes of the issues experienced with the unit and discussed usage to ascertain what level of wear the machine had. A worn running belt and deck can lead to issues with the machine but there is not an exact way to know if they were worn out without an onsite inspection. However, even if these were the root cause of the issue the owner's manual clearly states that normal wear and tear are not covered under the warranty. The running belt and deck are wear items which is why they are discussed in the maintenance guidelines. The maintenance section of the manual states that preventative maintenance is the key to smooth operating equipment as well as keeping the user's liability to a minimum. It goes on to explain that it is necessary to lubricate your treadmill deck every 6 months or 150 miles to maintain optimal performance. The supervisor of our Direct Sales team corresponded with the customer on 2/5/15 informing her that, unfortunately, we could not cover the repair of her machine under warranty based on the terms and conditions outlined in the user's manual. He did offer a discount on the circuit board that appears to have failed on the machine however. Our position is unchanged since this last correspondence. We will assist her with parts ordering and technician referrals but these would be at her expense.Best regards,[redacted]Customer Tech Support Supervisor[redacted]

Consumer

Response:

Review: I have an elliptical machine which was manufactured by Livestrong Item was purchase in December 2011 for Christmas. Machine has been utilized as instructed. Earlier this year I contacted company in regard to faulty arm control, and I was ask to provide proof of purchase for the part to which I complied with but no replacement part was ever provided. Since item was operable I did not follow up. Today while using the machine as directed a welded part of the machine (right foot pedal) broke off during use, Causing me to fall off injuring my right ankle and bruising the entire right side of my body. I contacted company and they offered me a replacement part after further evaluation of the item due to the nature of the incident; This machine is deffective and I would appreciate a full refund or a complete replacement of the item.Desired Settlement: machine is defective and I would appreciate a full cash refund or a complete replacement of the item.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint. I reviewed the customer's file and just called him to work on a resolution but had to leave a message with my contact information.Originally the customer reported having an issue with the remote keypads on the handlebars of his elliptical trainer on 5/13/14. We requested a proof of purchase prior to sending the parts under warranty. The customer stated he sent this to us but we have no record of receiving it and we didn't hear back from him about it until last week.Regarding the recent issue listed in the complaint, the customer called us on 12/31/14 and reported that the right side link arm broke off of the pedal arm. We created an order for the link arm and pedal arm as well as for both upper handlebars in order to resolve the previous keypad issue. The order shipped the same day is scheduled to be delivered via UPS tomorrow, 1/7/15. Although the customer is outside of the labor warranty for his elliptical by more than a year, I would also like to send a technician to install the parts, inspect the unit and thoroughly test it at no charge to him.Unfortunately I cannot approve the customer's request to refund or replace the unit. We are committed to repairing it and have full confidence that the issues can be resolved.Please let me know if you have any questions.Best regards,

Customer

Tech Support SupervisorJohnson Health Tech, NA

Review: I originally ordered a AFG 2.0 AR Recumbent Bike in mid-March. The bike was on backorder at the time of my order and eventually shipped to me for delivery in mid-April. Once we removed the packaging on the bike, we noticed it was damaged to the point we could not even put it together and ride it. The damage included a completely crushed front wheel (end cap), a rear stabilizer tube with faulty threading and a broken seat slide clip. We called customer support and ordered replacement parts which arrived in two separate shipments; one package arrived within a week and the second package arrived a few weeks afterward. We finally got the bike assembled around mid-May…two months following the original order. The bike was not in service more than 30 days since then and just last week the drive belt broke; once again the bike could not be ridden. I contacted customer service the morning of this incident (June 16th) and reported the problem. I was told that replacement parts would ship to my attention and that I would receive a call from a technician to perform repairs within 2 business days. Following 5 business days of not hearing from anyone I called customer service to follow up on the issue, and was given the repair technician’s number. I called the repair technician, and he told me AFG did not send enough parts to fix the issue with our bike. I am now at my wits end and no longer wish to keep this product. The 30-day guarantee states “if in the first 30 days you're not fully satisfied with your equipment for any reason, we'll take it back for a full product refund or credit.” I assume this means the first 30 days of being able to use the product – since the bike was on backorder nearly 30 days, the bike shipped in non-working condition, and it broke in less than 30 days following receipt of all broken/defective parts, I do not wish to keep it any longer.Desired Settlement: Please help me return this product at no charge shipping for my hassles, and issue a full refund. I do not have the original box, as I previously recycled the packaging; please provide a shipping box as well. Thank you.

Business

Response:

Dear Ms. [redacted],

Thank you for informing us of this complaint.

I've reviewed the case file and just spoke to the customer over the phone to discuss the situation. As he explained in the complaint letter, unfortunately we were unable to fully repair his unit since receiving it in April 2014. We have therefore agreed to meet his request and will have the machine returned at our expense for a full product refund. I have initiated the return process and advised him to contact me with any further questions or issues.

Please let me know if you have any questions.

Best regards,

Customer Tech Support Supervisor

Johnson Health Tech NA

Consumer

Response:

Dear

I have reviewed the response made by Johnson Health Tech in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance.

Review: Purchased a recumbent bike for JF with a free 2 yr warranty from Treadmill Doctor. Needed bike repairs and have been asking since Jan 18, 2016. Neither JF or TD will repair the bike.Desired Settlement: Refund of $1087.49 on purchase price of the bike and warranty.

Repair the bike to as new condition.

Business

Response:

Dear Ms. [redacted],Thank you for informing us of this complaint. I have reviewed the file and we have been in contact with the customer in an attempt to resolve the situation. Essentially, the customer has an issue with his exercise bike and is in need of service. The machine is currently outside of the labor period of our warranty, however, he does have an extended warranty plan through another company called the Treadmill Doctor to cover in-home service. As the customer stated in his complaint, he has been trying to get the issue resolved but has had difficulty scheduling a technician under the extended warranty to complete the repair. Due to the length of time the customer has tried resolving the issue, we have decided to make an exception on the labor warranty and directly dispatch a service technician to get this situation resolved. Hopefully at this point an appointment has already been set and the pending repair attempt will be successful.Please let me know if you have any questions.Best regards,[redacted]Customer Tech Support SupervisorJohnson Health Tech NA

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and accept the resolution with prejudice.Some corrections I'd like to make are:I don't have an issue with the bike. It just needed to be repaired. My issue is with Treadmill Doctor, repair vendor for Johnson Fitness. They fail to return calls, schedule appointments for Saturday service, and never fixed the bike. My issue is with Johnson Fitness accepting this behavior from their vendor and taking over 30 days to resolve a product repair. They eventually used another repair company. Finally, there was no response from the executive staff who were included in the complaint. Their acceptance of Treadmill Doctor and this whole maddening experience is upsetting and unbelievable. Johnson Fitness has a Mission Statement on having Best in Class customer service. I can't believe it after this experience and especially calling Treadmill Doctor trying to schedule a fix for the bike and listening to children crying in the background on the telephone.

Regards,