Nautilus Inc

Complaint: ***
I am rejecting this response because:My complaint is in regards to my purchase in 8/ It is in the ADVERTISING It is NOT for the everyday person I will contact the media if need be My husband is disabled and a vet This is advertising I WAS a repeat customer

Complaint: ***I am rejecting this response because:they sent out belts that had tcprint on them and I have tctwo different prints on belts one says bowflex and other has dots they are sending out old inventory too replace new models I have box too prove my point days right on box it's for tc and I told them that.they did make repair but refuse too send out belts with tcprint Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The original call was placed within the six week time frame of my purchaseI am reporting to the Revdex.com the deceptive advertising that your company makes in order to a guaranteed day full refundIt simply is untrueThere is no full refundIn order to return your product I would have to break it down and box it up? A lb woman? Box this and get it to where it needs to be shipped? Is your company crazy? And if I can't do that, I would have to call someone to pay a $fee to break it down, then have someone box it and ship it which would cost an additional So I would be out $just to return the item? This is astronomical and certainly not a day full return guaranteeYour company and advertising is deceptive and does not back its productI still have a piece of large equipment that I cannot use or move and has less than an hour of useI will bring this to the attention of all the public about how deceptive your company is and will not give in until this is rectified.Sincerely,*** And *** ***

September 7th, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by *** *** reference No: ***I understand that *** *** is requesting to a refund for
their SCH Elliptical. Customer purchased the item through *** is the entity that captured the proceeds from this saleThey would be responsible for any refund of the machineSince we are unable to refund the customer for the equipment, we offered to assist the customer with warranty coverage on 9/4/2015. We learned the customer has sold machine to a 3rd Party Offered *** *** a discount for future products since we can no longer assist with equipmentI apologize for any inconvenience and thank you in advance for your patienceShould you have any questions please contact me directly.I request this case be closed.Kailee O***Executive Response Team Nautilus, IncWorld Headquarters*** ** *** ***Vancouver, WA 68683*** ***@nautilus.com

Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr*** ***,
reference No: ***I understand that Mr*** is requesting additional
assistance in diagnosing his machine.I have researched the situation and discovered the following:On January 4,
Mr*** called us to troubleshoot a sound on
his machineThe original representative assisting Mr*** requested a video
so the sound could be identified.On January 9, a survey was sent to check on how the
troubleshooting wentWe received the response on January 24, and assigned
a new representative to reach out to the customer to resolve the issue.On January 26, we attempted to reach the customer as there
was no video on fileWe left a voicemail.On January 31, we again attempted to reach the customer both
through phone and emailOn February 1, Mr*** provided the phone number for his
wifeWe left a voicemail in the morningShe called us back the same day and
we were able to diagnose the issueWe sent parts to correct the issue that was
diagnosed and a technician to install the part.As of today, February 7, the part is en-route to be delivered
on Friday, February 9, and the technician is scheduled for installation on
February 12, 2018.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 closedSincerely, Kristina R*** | Nautilus, IncNautilus Response Team World Headquarters | SE 6th Way, Vancouver, WA Main: Direct: 360.859.*** Email: ***@nautilus.com

February 16, 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*** would like a new machine or a full refund
Nautilus will provide a full refund to Mr*** in the amount of $2246.36, ***Go Configure has an appointment set for 2/17/to remove the product from Mr***’s homeOnce the machine is removed, the refund will process in daysMr*** will need to place a new order for the *** *** Once purchase Nautilus will support the machine under the manufacture warranty on page 59: http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.M7.MAX.AM.OM.WARR.EN....⇄ I apologize for any inconvenience and frustration this has causedShould you have any questions please contact me directlyI request this case be closedSincerely, Tracy Z*** | Nautilus, IncNautilus Response Team World Headquarters | SE 6th Way, Vancouver, WA Main: Direct: Email: ***@nautilus.com

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, *** ***

Complaint ID:
***
The only belts that we have available are the belts with the three dots. Per the warranty on page of the Assembly / Owner's Manual parts of equal or better quality may be substituted. The silk screen on the belt may be different but the function is the same. The BOWFLEX belt may be available in the future and if this is the case we will reach out to *** and *** at that time. Right now the three dot belts are the substitute
How Nautilus Will Support the Warranty Throughout and as set forth under the terms of the Warranty, Nautilus, Incwill provide a replacement for any component or part that proves to be defective in materials or workmanshipNautilus, Increserves the right to substitute material of equal or better quality if identical materials are not available under this warrantyIn the event that replacement parts or components do not correct the issue, Nautilus, Inc, reserves the right to replace the product or apply a limited credit reimbursement toward another Nautilus Incbrand product, at our discretionReasonable substitution may be required depending upon Product availabilityAny replacement of the Product under the terms of the Warranty in no way extends the original Warranty periodTHESE REMEDIES ARE THE EXCLUSIVE AND SOLE REMEDIES FOR ANY BREACH OF WARRANTY
Due to the inconvenience Nautilus did send out dumbbells as a goodwill gesture
Nautilus requests that this be closed

This message originally read on 1/22/
December 17, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mr***, reference No: ***In reviewing the file Mr*** did not
purchase the 1090's through Nautilus and we have no record of the transaction Nautilus requested a proof of purchase We also requested the address where the item was returned and or the tracking information Since the purchase was from a retail store or made online the return would have been requested by them.
As a courtesy to Mr***, Nautilus extended 20% off and free shipping on a new setThe price was quoted to Mr*** on Thursday, 1/21/
Should you have any questions please contact me directly. I request this case be closed.Sincerely,Tracy Z***| Customer CareExecutive Response TeamWorld Headquarters | *** ** *** *** Vancouver, WA 98683Main: 800.605.3369 ext.*** Direct: ***Email:***

March 20, 2018 Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Ms. Rebecca U[redacted], reference No: [redacted]. I understand that Ms. U[redacted] is requesting a replacement machine due to frame...

damage.I have researched the situation and discovered the following:On 3/7/2018 Nautilus placed an order, SO-[redacted], for the technician to schedule an appointment to review the frame damage. The technician went out to Ms. U[redacted]’s home on 3/16/2018 and took pictures of the frame indicating that it was bent. On 3/20/2018 Nautilus replaced the Bowflex T116 Treadmill with a new machine, SO-72298391, which is scheduled to arrive in 9 business days. The warranty will continue to be honored from the original purchase date of 1/9/2018 under the terms on page 63 of the owner’s manual: http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.BXE116.AM.OM.WARR.EN....⇄ 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,Tracy Z[redacted] Tracy Zygar | Nautilus Inc.Nautilus Response Team | Nautilus World Headquarters17750 SE 6th Way, Vancouver WA 98683Direct: 360-859-5312-859-5312

February 16, 2018 Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Mr. [redacted], reference No: [redacted]. I understand that Mr. [redacted] is requesting Nautilus send a replacement M7 due to...

shipping damage or refund him for the merchandise. Researching the delivery history: 10/11/2017         Ordered, [redacted], the M7, mat, assembly, and 3-year Protection Plan. 11/1/2017            Due to boxes arriving with external damage, 10/16 and 10/17, Nautilus sent a driver to pick up and return at no cost to the customer. The refund, RA-44610, was process on 11/9. 12/24/2017         A new order was placed for the M7 and mat, [redacted], the mat arrived on 1/12 and the machine arrived on 1/15. The assembly was set up at no cost due to the customer. 1/19/2017            The assembly company came to install the M7. Go Configure provided pictures of the covers showing cosmetic damage. Due to the covers arriving damage Mr. [redacted] refused assembly.   Nautilus will support the machine under the manufacture warranty on page 59: http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.M7.MAX.AM.OM.WARR.EN....⇄   According to the warranty, Nautilus would recommend having the technician complete the assembly and then send replacement covers. Mr. [redacted] is refusing warranty parts and a technician and is seeking a new machine. Due to the circumstances, Nautilus would like to work with Mr. [redacted] and send a new box 1, page 7, which includes the frame. Nautilus would like to send out a technician from Go Configure to complete the assembly and then remove the remaining items. This way we can ensure Mr. [redacted] has a fully functioning machine. The other option is Nautilus will remove the machine at no cost to Mr. [redacted] to provide a full refund.   Nautilus has left messages with Mr. [redacted] seeking resolution on 1/23, 1/24, 2/7, 2/16 and Go Configure has also attempted to reach out, 1/26 and 1/30 without response. I will work with Mr. [redacted] to resolve this situation.   I apologize for any inconvenience and frustration this has caused. Should you have any questions please contact me directly. I request this case be closed. Sincerely, Tracy Z[redacted] | Nautilus, Inc. Nautilus Response Team World Headquarters | 17750 SE 6th Way, Vancouver, WA 98683 Main:  800.605.3369 Direct: 360.859.5312 Email: ­[redacted]@nautilus.com

February 15, 2018 Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Ms. [redacted], reference No: [redacted]. I understand that Ms. [redacted] is requesting and explanation...

regarding the timeframe of cancelling a 3-year plan (refunded 8/25/2017) and activating a 5-year plan (purchased 8/23/2017). Ms. [redacted] reached out to [redacted] to confirm the plan reflected the 5-year plan 11/27/2017 and discovered that the 3-year plan was indicated. After contacting Nautilus on 1/12/2017 Nautilus was able to resolve the miscommunication to update to the 5-year. Nautilus left a voice message stating the update was made and complete on 1/23/2017. Nautilus failed to provide an additional update via email stating this was complete. Nautilus can confirm the contract with [redacted] is active under plan ID [redacted], the coverage start is 11/21/2017 -8/21/2022. The manufacture warranty, 8/21/2017 – 8/21/2019, has been in place and the machine has had coverage during this time. I apologize for any inconvenience and frustration this has caused. Should you have any questions please contact me directly. I request this case be closed. Sincerely, Tracy Z[redacted] | Nautilus, Inc. Nautilus Response Team World Headquarters | 17750 SE 6th Way, Vancouver, WA 98683 Main:  800.605.3369 Direct: [redacted] Email: ­[redacted]@nautilus.com

Nautilus, Inc.17750 SE 6th WayVancouver, WA 98683August 12, 2016Revdex.comServing Alaska, OregonAnd Western Washington
 
Thank you for calling to my attention the response from Mr. and Mrs. [redacted] on complaint ID: [redacted]. Our service company Go Configure has confirmed the appointment for their service repair and this appointment has been scheduled for 8-15-2016 from 12pm-4pm with a 30 minute pre-call. This is confirmed under reference [redacted]. We will continue to assist Mr. and Mrs. [redacted] with any warranty support until their equipment is working normally.
I apologize for any inconvenience and if you have any questions, please contact me directly. Nautilus requests this case be closed.
Thank you,
Kailee O[redacted] | Customer CareExecutive Response TeamWorld Headquarters | 17750 SE 6th Way, Vancouver, WA 98683Main:  800.605.3369  ext. [redacted]     Direct: 360.859.[redacted]
Email:[redacted]nautilus.com

September 6, 2017 Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by Ms. [redacted], reference No: [redacted]. I understand that Ms. [redacted] is requesting a refund of...

$600. In reviewing the history on [redacted] account, she purchased the Revolution, [redacted], on 6/2/2015 for $3045.46 and purchased the Max Trainer 5, [redacted], on 8/3/2016 for $1694.94. According to our records [redacted] contacted Nautilus via chat on 4/26/2016 inquiring if returning or trading in was an option. Returning was not an option and a trade in program is non-existent. Nautilus has a 6-week satisfaction guarantee period on product which starts once the merchandise is received. At the time [redacted] contacted us she was  well outside the return period. Nautilus will not provide a refund and or accept a return. Nautilus requests this case be closed. Should you have any questions please contact me directly.

Complaint [redacted]:I'm responding in regards to [redacted]' complaint.  This has been resolved and we are requesting that you close this.Nautilus has removed the equipment from [redacted]'s home on Saturday, July 18th and a full refund was processed in the amount of $2306.40.  The refund was completed on our end on July 20th, 2015.Thank you,Tracy Z[redacted]

Complaint: [redacted],
The TreadClimber 5 is designed with moving parts and I understand that a bolt broke on your machine, that doesn’t mean that it is not safe.  The product comes with a warranty and Nautilus stands behind the product.  As stated we will replace any part that is damaged or breaks.  In this case we are replacing the whole bottom portion of the machine as the bolt isn’t offered separately.  Nautilus will send out a technician to replace the bottom portion.  This would provide you with a whole new base.  The machine has a year warranty and ends on 2/18/2016.  Nautilus will not provide a refund for the product but we will support the product under the terms of the warranty. If you’d like to have a technician replace the parts we will send them out to your home at no cost.
Nautilus recently came out with a new product line for 2016 the TC100 and TC200. Due to the new product line the TC5, TC10, and TC20 are no longer available for purchase.  Nautilus will support the warranty terms for the TreadClimber.
Please contact me so I can make arrangements for the technician, my direct line is [redacted] please ask to speak to Tracy.
Sincerely,Tracy

Nautilus, Inc.[redacted]Vancouver, WA 98683March 9th, 2016Revdex.comServing Alaska, OregonAnd Western Washington
Thank you for calling to my attention the complaint filed by [redacted] and [redacted] on 3/6/2016 to complaint ID: [redacted]. I understand they wish to receive a full...

refund for their TC10 TreadClimber purchased on 3/18/2015. There are a few discrepancies between our records and the customer provided information.
Our records show the customer purchased the machine on 3/23/2015 not in September 9/4/2015 as stated in the complaint. Additionally, the purchase price for the equipment totaled 1,865.99 not 3,100.00 Per our Nautilus Return Policy stated on our website and for the TreadClimber TC10, all refunds are less shipping and handling. Please see the literature below.
Bowflex® Buy Back Guarantee
Your satisfaction is guaranteed. If you're not 100% satisfied with your purchase, simply contact our Customer Service department at (800) 605-3369 within six weeks of delivery for a Return Merchandise Authorization (RMA) number. Refund is less all shipping and handling.
Returns
This policy applies to products purchased direct from Nautilus, Inc. and includes Bowflex®, Schwinn® Fitness, Nautilus® and Universal® products. If you purchased a Nautilus, Inc. fitness product from a retail store, please refer to the store return policy.
Nautilus, Inc accepts returns of merchandise only under the following conditions.
·         You must receive a RMA number from Nautilus before shipping the product to us.
·         The merchandise must be returned within the Satisfaction Period specified.
·         Products returned without a RMA number will not be refunded or credited and will be discarded.
·         Your return must be received no later than two (2) weeks after we have provided your RMA number.
·         Products must be returned undamaged in suitable packaging (preferably original cartons).
·         Must be in original condition with all accessories and materials included.
·         Refunds do not include shipping and handling or assembly fees
While we understand the frustration, Nautilus cannot authorize a return at this point in time. The machine has been in the customer’s home for over a year and is outside of the 6 week return time frame. If the customer needs to receive warranty support, they can contact us at (800) 605-3369 during our hours of operation, Monday – Friday, 6AM to 5PM, PST. We will ensure any machine issue will be resolved under the two-year parts warranty for that model of TreadClimber.
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.
Kailee O[redacted] | Customer CareExecutive Response TeamWorld Headquarters | [redacted], Vancouver, WA 98683Main:[redacted]Email: [redacted]@nautilus.com

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Please know that even though the lady from bowflex was rude in her comment to us if this part works I will be very happy but we are not sure they are fixing the correct part. She did tell us that they are through with us even if the new part does not work as I am guessing that two machines costing over 2,000.00 in five years is not a problem with this company to break down. So if the part they send us works I will accept their service but if it is not the correct part according to this lady they are through with us and we can have a 30 % off of another pile of [redacted] that they sell and then in that case no I do not accept. I will let you know if this part works as if says it is shipped and then we must await someone to put it in to see if it worked or not. This company must have so many issues with their machines that they can not be sure what they are sending us is the broken part.
thank you

Complaint: [redacted]I am rejecting this response because: The bolt broke while a 120 lb person was on this machine. The part that was sent to replace it has the same type of bolt. It is a very cheap bolt, and cannot even support lightweight and is therefore unsafe. Because of the fact that this machine, COLLAPSED while in use, again COLLAPSED while in use due to a very cheap bolt, which clearly was not designed to support any weight, and the part that was sent as a replacement has the very same type of cheaply made bolt, it remains unsafe and therefore cannot be used. Because of the fact that Nautilus is clearly very unconcerned with safety, so unconcerned with safety that they would send the same type of defective part, I cannot trust them to be safe at all. They sold me a defective, unsafe piece of equipment and I want my money back.
How many others has this happened to? Regardless of what Nautilus says, I am questioning if they knew this machine was defective when they sold it to me and also if that is why they discontinued it, even though clearly they can't admit that. Sincerely,[redacted]

Nautilus, Inc.17750 SE 6th WayVancouver, WA 98683June 1st, 2016Revdex.comServing Alaska, OregonAnd Western Washington
Thank you for calling to my attention the complaint filed by [redacted] on 5/23/2016 under Complaint ID: [redacted]. I understand that Mr. [redacted] wishes to have his Max...

Trainer M5 returned at no cost to him.
When Mr. [redacted] ordered the equipment he agreed to our Order Cancellation Policy. This policy states that we may be unable to cancel the order once it has started processing. Please see below.ORDER CANCELLATION POLICY
Your order begins processing as soon as you click the "Submit" button. After submission, it may be possible to cancel your order by calling us directly. Once inventory has been allocated to your order, it cannot be canceled. IMPORTANT: Any attempts to cancel your order after it moves into the shipping process does not guarantee the order will not be shipped.
If you change your mind about the order or we are unable to stop your order, you can return any unwanted items in accordance with our return policy.
This is in accordance with our Return Policy which is as following:
RETURNS This policy applies to products purchased direct from Nautilus, Inc. and includes Bowflex®, Schwinn® Fitness, Nautilus® and Universal® products. If you purchased a Nautilus, Inc. fitness product from a retail store, please refer to the store return policy.
Nautilus, Inc accepts returns of merchandise only under the following conditions.
·         You must receive a RMA number from Nautilus before shipping the product to us.
·         The merchandise must be returned within the Satisfaction Period specified.
·         Products returned without a RMA number will not be refunded or credited and will be discarded.
·         Your return must be received no later than two (2) weeks after we have provided your RMA number.
·         Products must be returned undamaged in suitable packaging (preferably original cartons).
·         Must be in original condition with all accessories and materials included
·         Refunds do not include shipping and handling or assembly fees
This means that Mr. [redacted] is required to return the item to us at his cost if he wants to purchase a different or upgraded machine.
Due to Mr. [redacted]’s frustration, Nautilus requested that the item be returned to our warehouse in Ohio at no cost to the customer. This means that he will receive a full refund for his Max Trainer M5 when it arrives at our facilities and he did not have to pay anything to return the equipment. The reference for this return is RA-[redacted] and it will process June 2nd, 2016. Once it has been processed, he will receive his full refund in the amount of $1,694.94 back to his Genesis financing within 7 business days. Mr. [redacted] has since ordered the upgraded model, the Max Trainer M7, on May 26th, 2016 and it is processing to ship.
I apologize for any inconvenience and if you have any questions, please contact me directly. Nautilus requests this case be closed.Thank you,
Kailee O[redacted] | Customer CareExecutive Response TeamWorld Headquarters | 17750 SE 6th Way, Vancouver, WA 98683Main:  800.605.3369  ext. [redacted]     Direct: 360.859.5465Email: [redacted]@nautilus.com