Mainstreet Appraisal Corp.

Dear Mr.? ***,RE:? 11756688Thank you for informing us of this complaintI have reviewed the complaint, the case history and correspondence between the customer and our company? The customer is correct in stating that the new treadmill we sent as a replacement to his previous
unit is not the same model, however, it is the most comparable when reviewing the specifications of the machine within the same price rangeWe have already responded multiple times to his requests for a different treadmill with this informationIt is unfortunate that his original machine had frame damage which could not be repaired and that this unit is no longer in production so that we could have sent the same model? Our policy is to replace a machine, if necessary, with the same or comparable model and we have fulfilled our terms of the limited warranty on the product by sending a new Horizon Adventure treadmillPrior to sending the machine, we in fact had informed the customer that this model would be the replacement because we no longer had the LS8.0T available and he agreed to it? Considering his dissatisfaction, although the original unit was outside of the parts and labor warranty and we gave a standard month parts and labor warranty on the replacement unit, I will instead offer a completely new warranty on the Adventure which carries a year parts warranty, year labor warranty, and lifetime on the frame and motor, as a gesture of good will.Please let me know if you have any questions.Best regards,Jamie ***CTS ***Johnson Health Tech North America

Dear Mr. [redacted], Thank you for notifying us of the customer's response.We have directly contacted the customer and provided a 20% off accessories coupon code since he claimed he did not receive it initially. Contrary to his claim, this offer did not change and it clearly stated that it was for accessories only. This coupon is the extent of what we will offer and this will be our final response on the matter.Sincerely,Jamie [redacted]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 reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Wade [redacted]  I received the warranty extension and the tech fixed the treadmill yesterday. So thats March 1st I finally got to use a treadmill purchased Nov 29. Johnson Health corp should check reviews on their "one" malfunctioning treadmill. It's alot more than one. I've written my review, posted pictures of my dangerous treadmill online, told people at the gym and work, and will continue to warn those who I can about Johnson's products and lack of caring for their customers time, so people can make an educated decision with a large amount of money. I realize this may never impact Johnson fitness as a company but one can only hope. Thank you Revdex.com for your time.

Dear Mr. [redacted],Thank you for notifying us of this complaint. I 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 representatives. Per the...

representative, the customer said he was interested in purchasing a treadmill and wanted the coupon applied toward that purchase. The representative explained that this offer was for accessory items only and not for fitness equipment such as treadmills. I 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 expected. I will have a coupon for an accessory item sent to his email address shortly. Please let me know if you have any questions.Best regards,Jamie [redacted]Johnson Health Tech North America

Dear Mr. [redacted],Thank you for informing us of this customer's complaint regarding his AFG Pro 7.2 treadmill. Our 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 damaged. We created an order for a new running belt and rollers on 1/24/17 although, unfortunately, the running belt was out of stock at the time and wasn't delivered until 2/10/17.  The service technician dispatched to do the repair went to the customer's home yesterday, 2/22/17 but found that the root cause of the issue was a damaged running deck. The 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 resolved. I 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 6 months which should cover all of the down time experienced. Alternatively, if the customer changes his mind regarding a return, we are also prepared to send a replacement machine. We will do our best to resolve the situation as quickly as possible.Please let me know if you have any questions.Best regards,Jamie [redacted]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 reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, Johnson is being untruthful about their offer which is attached. I know that falsehoods abound in the modern American business climate, but I thought Revdex.com was an agency that stood against such things. Lying to the customer and then denying the lie is not a better business practice. Therefore 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 [redacted]

Dear Mr. [redacted],Thank you for notifying us of this complaint. You mentioned that it was first submitted on 4/19/18, however, I did not receive notice of this issue until today, 5/1/18.I have reviewed the customer's file and see that we have already agreed to a return of the damaged treadmill for...

a full refund. The customer contacted us yesterday to check on the status of the return and was informed that a freight company will be contacting her to set up an appointment.Please let me know if you have any questions.Best regards,Jamie [redacted]

Dear Mr. [redacted],Thank you for informing us of this complaint. The 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 label. We 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 refunded. It 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 [redacted]Johnson Health Tech, NA

Dear Mr. [redacted],Thank you for informing us of this complaint. I 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 [redacted]Customer Tech Support Supervisor JHTNA