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Nautilus Inc Reviews (69)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I find this resolution is satisfactory provided that Nautilis removes the machine as promised and does in fact provide the requested refund. Please keep this complaint open pending my confirmation that the refund was in fact provided
Sincerely,
*** ***

Septemember 15th, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the response filed on ID: ***Since *** *** did not purchase the machine from us and disposed of the machine we cannot offer her a refundSince we cannot assist with warranty coverage or a refund we request this case be closed.Thank you, Kailee O***Executive Response Team Nautilus, IncWorld Headquarters*** ** *** ***Vancouver, WA 68683*** ***@nautilus.com

Complaint: ***I am rejecting this response because: We're talking about a manufacturing defect in a partAnd while I can accept some differences in the timeline presented by Nautilus, my last conversations ended with them saying they were researching the seller and would let me knowTheir response through the Revdex.com was the first response to those callsThere is nothing on the Nautilus/Bowflex website that would give a person the impression Nautilus won't stand behind their products or their warranty unless you buy from them or an unknown list of sellers. One shouldn't have to first hire a lawyer to read through every page on Nautilus' website before buyingI still just find this customer no-service response to be unbelieveableOn top of everything, Nautilus is offering to let me buy the product at a premium to what I paidUnreal!Sincerely,*** ***

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.
In addition, I am including an image that shows the serial numbers from a tag that was located on the leg attachments
The replacement of the Power Rods is all that I asked for and they have agreed to do this Sincerely, *** (***) ***

June 8, Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr*** ** ***, reference No: ***I understand that Mr*** has been experiencing an ongoing problem with
his Schwinn ADAirdyne bike and wants to be refunded for the purchaseI have researched the situation and discovered the following: On April 6, Mr*** called in reporting calibration errors on his ADNautilus researched the issue and determined the customer needed a speed sensorAn order was placed for the part and to send out a technician to complete the repairOn April 27, we contacted the customer to let him know the shipping expectation for the part was 15-business daysOn June 2, the customer reported to Nautilus that the issue was still present and that he wanted the bike replacedAfter further review of the situation, Nautilus has determined that replacing the console will resolve the issueThis is in accordance with the terms of the warranty, which states: Throughout the terms of the warranty coverage, Nautilus, Incwill repair any machine that proves to be defective in materials or workmanshipThis is found on page of the owner’s manual under the “How Nautilus Will Support the Warranty” headerUpon reaching this determination, Nautilus reached out to Mr*** on June 7, and advised we would send out the replacement console along with a service technician to complete the repair and ensure the machine is functioning, to which the customer agreedI apologize for any inconvenience and thank you in advance for your patience. Should you have any questions please contact me directlyI request this case be closedSincerely, Shawna G*** | Nautilus, IncExecutive Response Team World Headquarters | SE 6th Way, Vancouver, WA Main: 800-628-ExtEmail: ***@nautilus.com

Revdex.com:The equipment was repaired today, August 17, Although I am not a happy customer with this company, Im satisfied the machine was finally repaired.Sincerely, *** & *** ***

June 22, Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr*** ***, reference No: ***Nautilus makes every attempt to make the purchase free from frustration
Upon researching the situation Nautilus apologizes for the confusionAt the point of purchase Mr*** was inaccurately quoted 2-business days for items to leave the warehouseThe Xtreme 2SE has a promise period of 5-business days, meaning it will leave the warehouse no later than 7/7/The shipping timeframe is published online and is current: *** I understand the frustration; items ship separately and Mr*** received the accessories before receiving the machineAfter reviewing order, *** the accessories were received the week of 6/23/According to our records on 6/Nautilus was instructed to cancel one of the items, the ab crunch attachmentNautilus has entered in a credit of $and will process this within days under credit reference number ***An additional order for accessories was placed on 6/21/2017, ***Those items may ship separately, and they have a promise period of 2-business days to leave the warehouseThis means all items will leave the warehouse no later than 7/6/I apologize for any inconvenience and confusion this has caused. Should you have any questions please contact me directlyI request this case be closed

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

June 2, 2015 Revdex.comServing Alaska, Oregon And Western Washington DearRevdex.com, Thank you for calling my attention to the complaint filed by Mr*** *** ***, reference No: ***I understandthat Mr***‘s desired
resolution is to receive a refund for a TreadClimber that was fraudulently charged to his credit card. I contacted Mr*** and per our conversation this matter has already been resolved His bank has refunded the full amount of $2518.94 to his credit card. I apologize for any inconvenienceThank you in advance for your patience in resolving this matterShould you have any questions please contact medirectly I request this case be closed. Sincerely, *** *** | Nautilus, Inc.Executive Response TeamWorld Headquarters | *** ** *** ***, Vancouver, WA 98683*** *** *** ***Email: ***@nautilus.com

January 4, 2017Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mrs*** ***, reference No: ***I understand that Mrs*** is requesting Nautilus we contact her in regards to her
issues she is experiencing with her Bowflex Max Trainer M
I have researched the situation and discovered the following:
On Mrs*** bought her Bowflex Max Trainer on February 19, which was then delivered on February 25, On December 5, Mrs*** called in and spoke with our Customer Care regarding a screeching noiseAt the time her labor warranty had expired but was still covered under parts warrantyNautilus sent out the tool necessary to replace the belt and the upper left hand beltThere seemed to be some confusion around the incorrect part being sent, however, upon further review the correct part was sent the first timeDue to Mrs***’s frustration Nautilus did set up a work order for a one -time free technician
I personally reached out to Mrs*** on December 30th to ensure she was contacted by a technician and make sure everything was progressing smoothlyShe did mention three specific dates that worked best for her to have the technician out to her homeWe were able to accommodate her time frame and have a schedule appoint on January 10th
I apologize for any inconvenience and thank you in advance for your patience. Should you have any questions please contact me directly.I request this case be closed.Sincerely,
Amanda C***Amanda C*** | Nautilus, Inc.Nautilus Response TeamWorld Headquarters | SE 6th Way, Vancouver, WA 98683Main: Direct: ***Email: ***nautilus.com

Complaint ID: ***
*** originally purchased the Max Trainer Mon 01/16/This equipment has a two year warranty for parts and a day warranty for laborFull warranty terms are available online on page of the owner
manual:
http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.M5.MAX.AM.OM.WARR.EN.... /> *** contacted Nautilus on 06/13/to notify of a clicking noise and that the resistance is not adjusting properly*** was not able to be with the equipment to troubleshoot the issue at this time, so the rep sent instructions to troubleshoot and resolve the issueOn 06/17/2016, *** emailed the representative to request a technician be sent at no cost to diagnose the issues
Because the labor warranty on the equipment was past the days, the representative advised that a service technician will be at the rate of $per visit
Nautilus set up a diagnostic service visit at no charge to ***, ***A technician will be contacting *** to set an appointment to troubleshoot the equipmentIf the technician is able to make adjustments and repair the machine without ordering any additional parts, they will do so during this visitIf parts are necessary, the technician will advise which parts need to be orderedAll parts are covered under the two year warrantyIf parts are necessary, Nautilus will send an additional technician to install the replacement parts and verify that the machine is operating properly
Once the customer has verified that the equipment is functioning properly, Nautilus will continue to honor the warranty as stated in the owner manual
Nautilus requests that this case be closed

Complaint: ***
I am rejecting this response because: What the Bowflex/Nautilus representative Justin G*** fails to mention is the conversation we had with customer service prior to the expiration of the return time period. We discussed the issue we were having with the Max Trainer and the customer service representative encouraged us to keep using the Max Trainer 5. The customer service representative purposely encouraged us to keep using the machine to avoid it being returned which caused us to keep it beyond the return time period. I believe this is a tactic used by the Bowflex to influence customers to miss the cut off period for returns. It is unethical and should be illegal. I am willing to accept an exchange for a Treadmill of equal value. I do not feel what I am asking is out of line or asking for more than what any other company selling a product would offer their customers. The original offer Bowflex gave me was 10% off the price of a treadmill and they suggested I sell the Max Trainer on my own to recover some of my loss. NOW there is the 10% off offer on aTreadmill or 30% off a new TreadClimber. These offers are unacceptable and not a form of resolution for how we have been treated and misled.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: They did not offer to send a technician out to replace the boltThey offered to send a technician out to to put this thing togetherThis machine is not safe and I cannot use itWhen I bought this, there was an expectation of safety and clearly I would not have bought this machine if I had know that it was unsafeClearly there have been several problems with this including collapsing while in useTHIS MACHINE COLLAPSED WHILE IN USE BY A POUND PERSONTHIS MACHINE IS NOT SAFEI would appreciate if you posted this to ensure that the word gets out that this company is selling unsafe equipmentThe only resolution to this is a refundSincerely,*** ***

Nautilus, IncSE 6th WayVancouver, WA 98683October 12, 2016Revdex.comServing Alaska, OregonAnd Western Washington
Thank you for calling to my attention the complaint filed by *** *** on 10/10/under Complaint ID: ***
When ordering the equipment *** *** agreed
to our Financial Terms and ConditionsIn those terms it state, “the required minimum monthly payments may or may not pay off purchase by end of promotional period.”
Due to the misunderstanding and frustration, Nautilus would like to send out a installation technician free of charge to complete the assembly of *** ** ***Nautilus would like to set up an order for a technician who will contact her with 1-days of placing the order to schedule an appointment to go to her home and assembly the machineWe’ve reached out to *** to see if we can arrange this
*** *** would need to contact the financing company to inquire exactly what her monthly payment would need to be to ensure she paid her machine off before the end of the promotional terms to avoid interest chargesFINANCIAL TERMS AND CONDITIONS
No interest will be assessed on the promo purchase if you pay the promo purchase amount in full within monthsIf you do not, interest will be charged on the promo purchase from the purchase dateDepending on purchase amount, promotion length, and payment allocation, the required minimum monthly payments may or may not pay off purchase by end of promotional periodRegular account terms apply to non-promotional purchases and, after promotion ends, to promotional balanceFor new accounts: Purchase APR is 29.99%, Minimum Interest Charge is $Existing cardholders should see their credit card agreement for their applicable terms
I apologize for any inconvenience and if you have any questions, please contact me directlyNautilus requests this case be closed

Complaint: ***
I am rejecting this response because do not want the Bowflex equipment as I do not trust that it will last. I would rather return it.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:I agree that the company has come to a resolutionI also am thankful for the timely manner this resolution happenedHowever, I would like to keep the case open just until the treadclimber is removed and I have received the full refund. Sincerely,*** ***

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
Sincerely,
Rebecca U***

July 2, 2015 Revdex.comServing Alaska, OregonAnd Western Washington Dear Revdex.com,Thank you for calling my attention to the complaint filed by Mr*** ***, reference No: ***I understand that Mr***’s
desired resolution is to have Nautilus send parts and have a technician out to repair his Schwinn 270.A Manager has contacted Mr*** and per the conversation this matter has already been resolved Mr*** willget the necessary parts and a technician to install the new parts. I apologize for any inconvenienceThank you for your patience in resolving this matterShould you have any questions, please contact me directly I request this case be closed. Sincerely, Jessica E*** | Nautilus, Inc.Executive Response TeamWorld Headquarters | *** ** *** ***, Vancouver, WA 98683Main: *** *** ***Email: ***@nautilus.com

January 18, 2017Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by *** *** ***, reference No: ***I understand that *** *** has been experiencing a power issue with her TC
TreadClimber and Nautilus has been providing support under the warranty terms and the issues persist so *** *** is asking for compensation
I have researched the situation and discovered the following:
*** *** purchased her TCTreadClimber from Nautilus on November 13, for $2,140.14, tax and shipping included*** *** contacted Nautilus on September 19, reporting that the machine was shutting off and displaying an HerrorAt this time, the customer wasn’t with the machine to troubleshootOn November 29, Nautilus sent out communication cables under warranty to resolve the HerrorOn December 14th, *** *** reported a safety key error code which we were able to resolve over the telephone without any additional parts being sentIn the month between our last telephone conversation with the customer and her email requesting compensation there has been no further contact from the customer indicating that her TCTreadClimber was again not working
In an effort to address this issue, Nautilus has called and emailed *** *** so we can determine what the current issue is and resolveNautilus will continue to support the machine under the warranty termsThe machine is covered for years from the purchase date of November 13,
Nautilus wants *** *** to have a working machine and will support the machine under the warranty termsThe warranty coverage is for years from date of purchase, details can be found on page of your owner’s manual: ***
I apologize for any inconvenience and thank you in advance for your patience. Nautilus requests this case be closed

December 17, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mrand Mrs***, reference No: ***I understand that they are requesting we replace the motor on their TCor offer
them a new machine
I have researched the situation and discovered the following: the machine is outside of warranty, as of 8/2/2015. As a courtesy to Mrand Mrs***, Nautilus will provide the motor and a service technician to install it free of charge. In the event this doesn’t resolve the issue, we will extend 30% off and free shipping on a new TreadClimber.
I apologize for any inconvenience and thank you in advance for your patience. Should you have any questions please contact me directlyI request this case be closed.Sincerely,Kailee O*** | Customer CareExecutive Response TeamWorld Headquarters | ***, Vancouver, WA 98683Main: 800.605.3369 ext*** Direct: ***Email: ***

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Address: 16400 SE Nautilus Dr, Vancouver, Washington, United States, 98683

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