Mainstreet Appraisal Corp.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not have any calls or voice messages from the freight company nor does my husbandWe are getting calls and deliveries from other companies no problemWe should be given the number for the freight company and a reference number so we can schedule it. I have the same number they used when they delivered the machine, ###-###-####, as provided again earlier this week
Regards,
Angela ***

Dear Ms***,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 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 dayWe 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,*** ***Customer Tech Support SupervisorJohnson Health Tech North America

RE: *** Dear Mr. ***, Thank you for notifying us of this complaintI have reviewed the customer's complaint letter and his case file in our recordsThe customer's account of what happened appears to be consistent with our records. Last week, the customer called us and spoke to someone in our Sales departmentAfter being told that he purchased a refurbished treadmill less than years ago, our Sales representative concluded that it would still be under a parts warranty but we would have to determine how that would be handled since the dealer it was purchased from had been purchased by another companyWe also received a call in our Customer Tech Support department from the 3rd Party Technician mentioned in the complaintOur representative helped to diagnose the issue and after reviewing the history of the machine, said that the unit was still registered under the original owner and in fact had not been refurbished and certified for resale by Johnson Health TechHe therefore correctly stated that being a secondhand machine, there was no warranty on it. Considering that there was apparent miscommunication on the customer’s call directly to us and as a gesture of good will, we will cover the cost of the parts needed to correct this current issueHowever, we will not cover the cost of service labor since that level of the warranty would be expired even if it was a certified refurbished machinePlease let me know if you have any questionsBest regardsJamie *** *** *** *** Johnson Health Tech NA

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, Johnson is being untruthful about their offer which is attachedI know that falsehoods abound in the modern American business climate, but I thought Revdex.com was an agency that stood against such thingsLying to the customer and then denying the lie is not a better business practiceTherefore I submit proof of their offer which they deny they made.Since I have already moved my business to a more ethical manufacturer, no further action is needed
Regards,
Tim ***

Dear Mr***We received communication from the customer on 5/8/that the treadmill has finally been picked up by the freight carrierIt is currently en route to our warehouse and a refund will be processed once the machine is deliveredThank you.Best regards,Jamie *** *** *** Johnson Health Tech North America, Inc

Dear Mr***We received communication from the customer on 5/8/that the treadmill has finally been picked up by the freight carrierIt is currently en route to our warehouse and a refund will be processed once the machine is deliveredThank you.Best regards,Jamie *** *** *** Johnson Health Tech North America, Inc

Dear Ms***,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 year from the date of purchase. At this point it is nearly 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,*** ***Customer Tech Support SupervisorJohnson Health Tech NA

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Jeffrey ***

Clarification has been sent in the previous messageI'm not sure what else I need to say that could impress my dissatisfaction with this scenarioJohnson Fitness needs to come better and provide me with a machine that has all of the engineered specs, amenities, and safety features that were all built into the original machine that broke

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me.
Regards,
Scott ***

Dear Mr***,Thank you for notifying us of this complaintI have reviewed the customer's letter to the Revdex.com and his case file in our database.As mentioned in the complaint, the customer contacted us by phone to discuss a coupon offer he received with one of our representativesPer the
representative, the customer said he was interested in purchasing a treadmill and wanted the coupon applied toward that purchaseThe representative explained that this offer was for accessory items only and not for fitness equipment such as treadmillsI have confirmed with our E-Commerce Manager that this offer was only for an accessory purchase which was clearly stated on the offer.I apologize that the customer apparently did not receive a 20% off coupon code for an accessory item as offered and for not following up with him as he expectedI will have a coupon for an accessory item sent to his email address shortlyPlease let me know if you have any questions.Best regards,Jamie *** *** ***Johnson Health Tech North America

[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.]
Revdex.com:I have not been refunded
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Brandon ***

Dear Mr.? ***,Thank you for informing us of this complaintI have reviewed the customer's complaint letter and his case file in our records.The customer's account of what happened is consistent with our records and unfortunately, we have not yet completed the repair of his elliptical
? I apologize for the delay caused by the unavailability of the parts needed to repair his machine? Due to the down time already with his elliptical, I will agree to his request for a replacement machine? We will follow up with the customer to discuss the details of the exchange and resolve this as quickly as possible.Please let me know if you have any questions.Best regards,Jamie ***Customer Tech Support Supervisor? JHTNA

Dear Mr***,The customer has continually rejected our responses despite our attempts to resolve the matter so please note this this is our final responseWe will not be responding furtherWe believe we have addressed the issues to the best of our abilities and we will not be offering the consumer anything further? Best regards,Jamie ***Customer Tech Support ***Johnson Health Tech North America

Dear Mr.? ***,Thank you for informing us of this complaintThe last note documented on this customer's file was that we had set up a return authorization for the extra Passport pack and sent a return shipping labelWe were waiting for the pack to be returned prior to issuing a refund
In the complaint, the customer stated that she was informed that the pack didn't need to be returned and she would just be refundedIt is unclear where the miscommunication was but at this point, we will just issue a credit back to her account to resolve this as quickly as possible.I apologize for any confusion and delay caused in issuing the refund.Please let me know if you have any questions.Best regards,Jamie *** *** *** ***Johnson Health Tech, NA

RE:? *** Dear Mr.? ***,? Thank you for notifying us of this complaintI have reviewed the customer's complaint letter and his case file in our recordsThe customer's account of what happened appears to be consistent with our records.? Last week, the customer called us and spoke to someone in our Sales departmentAfter being told that he purchased a refurbished treadmill less than years ago, our Sales representative concluded that it would still be under a parts warranty but we would have to determine how that would be handled since the dealer it was purchased from had been purchased by another companyWe also received a call in our Customer Tech Support department from the 3rd Party Technician mentioned in the complaintOur representative helped to diagnose the issue and after reviewing the history of the machine, said that the unit was still registered under the original owner and in fact had not been refurbished and certified for resale by Johnson Health TechHe therefore correctly stated that being a secondhand machine, there was no warranty on it.? Considering that there was apparent miscommunication on the customer’s call directly to us and as a gesture of good will, we will cover the cost of the parts needed to correct this current issueHowever, we will not cover the cost of service labor since that level of the warranty would be expired even if it was a certified refurbished machinePlease let me know if you have any questionsBest regardsJamie *** *** *** *** Johnson Health Tech NA

Dear Mr.? ***,Thank you for informing us of this customer's complaint regarding his AFG Pro treadmillOur records indicate that the customer informed us of an issue with his treadmill related to the running belt "slipping" in January and about a week later he reported that the belt
actually became damagedWe created an order for a new running belt and rollers on 1/24/although, unfortunately, the running belt was out of stock at the time and wasn't delivered until 2/10/? The service technician dispatched to do the repair went to the customer's home yesterday, 2/22/but found that the root cause of the issue was a damaged running deckThe technician placed the order with us immediately and it has already shipped with an estimated delivery date of next Monday, 2/27/17.I sincerely apologize for the issues the customer has experienced with his new treadmill and understand his frustration with the amount of time it is taking to get this fully resolvedI am confident that we now fully understand the cause of the problem and will be able to get the machine repaired in the follow up visit? The customer has indicated that he doesn't want to go through the process of returning the unit but would instead like monetary compensation? Although we do not provide monetary compensation for product issues, I can offer to extend the warranty on the machine for a period of months which should cover all of the down time experiencedAlternatively, if the customer changes his mind regarding a return, we are also prepared to send a replacement machineWe will do our best to resolve the situation as quickly as possible.Please let me know if you have any questions.Best regards,Jamie *** *** *** ***Johnson Health Tech North America

Dear Mr. [redacted],I am writing in response to the customer's latest rejection of our offer.  It is unfortunate that while we are making gestures of good will to resolve the situation, he feels that it is necessary to spread negative publicity about our products based on having an issue with one of our treadmills which we are working to repair under warranty, have offered a 1 year warranty extension, and also gave him the option of receiving a brand new treadmill shipped directly to his home instead. As he requested, I have sent a confirmation email regarding the warranty extension.Please let me know if you have any questions.Best regards,Jamie [redacted]Johnson Health Tech North America

Dear Ms***,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 repairDue 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,*** ***Customer Tech Support SupervisorJohnson Health Tech NA