Nautilus

December 22, Revdex.com Serving Alaska, Oregon And Western Washington Dear Revdex.com, I have reviewed the warranty information sent in by Mr [redacted] in regards to reference No: [redacted] The warranty from Mr [redacted] ’s manual does state that wear and tear is not coveredHowever, due to the miscommunication, Nautilus would like to replace Mr [redacted] ’s power rods at no charge for this one instanceAny future warranty claims for the power rods for wear and tear will be at cost to Mr [redacted] In my original letter, I used the purchase date that the customer provided, 11/25/2006, in his initial complaintI have set up an equipment record for this machine on the customer’s record using that date Nautilus requests this case be closed Thank you, Robyn B [redacted] Nautilus Response Team

Complaint: [redacted] ***, The TreadClimber 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/ Nautilus will not provide a refund for the product but we will support the product under the terms of the warrantyIf 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 the TCand TCDue to the new product line the TC5, TC10, and TCare 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

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 partShe 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,in five years is not a problem with this company to break downSo 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 % off of another pile of [redacted] that they sell and then in that case no I do not acceptI 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 notThis 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

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 meSincerely, [redacted] P.SThank you so much for your help!

June 30, Revdex.comServing Alaska, OregonAnd 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 a technician, at no charge, to install the parts he ordered under warranty.We have contacted Mr [redacted] and set up a technician to install the parts for MrDallago, at Nautilus’ expenseI hope that this information will resolve Mr [redacted] complaint I apologize for any inconvenience and thankyou in advance for your patienceShould Mr [redacted] have any questions, please contact me directly within the next 14days I request this case be closedSincerely, Jessica E [redacted] | Nautilus Inc.Consumer Relations Specialist World Headquarters [redacted] ***, Vancouver, WA 98683Email: [redacted] @nautilus.comDirect: [redacted]

November 6, 2015Revdex.comServing Alaska, OregonAnd Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mrs [redacted] , reference No: [redacted] I understand that Mrs [redacted] is disputing that she owes Nautilus, Incthe amount of $Mrs [redacted] received a letter from our legal department requesting repayment of this amount or her account would be forwarded to a collection company I have researched the situation and discovered the following: On October 9, a chargeback in the amount of $was made to Mrs [redacted] ’s [redacted] accountThis chargeback was done in error; it should have been a credit of $I have located the error and requested the correctionMrs [redacted] does not owe us any money at this time 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,Jessica E [redacted] | Nautilus, Inc.Executive Response TeamWorld Headquarters | [redacted] Vancouver, WA 98683Main: [redacted] Direct: [redacted] Email: [redacted]

April 17, Revdex.comServing Alaska, OregonAnd Western Washington Dear Revdex.com, Thank you for calling my attention to the complaint filed by [redacted] , reference No: [redacted] Nautilus is aware of the situation and our Consumer Relations Team is reaching out to [redacted] I 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 closedSincerely, Tracy Tracy Z [redacted] | Nautilus, IncNautilus Response Team World Headquarters | SE 6th Way, Vancouver, WA Main: Direct: 360.859.5312Email: [redacted] @nautilus.com

This message originally read on 1/22/ January 22, 2016Revdex.comServing Alaska, OregonMr***And Western WashingtonDear Revdex.com,Thank you for calling my attention to the complaint filed by Mr***, reference No: [redacted] The technician complete the repair on 1/18/ The belts and side rails were installed and confirmed that the machine works properly The customer's file is under [redacted] and Nautilus has provided the belt replacement, we do not send out old belts or used parts 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,Tracy Z [redacted] | Customer CareExecutive Response TeamWorld Headquarters | SE 6th Way, Vancouver, WA 98683Main: ext [redacted] Direct: [redacted] Email: t [redacted]

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 ***'s home on Saturday, July 18th and a full refund was processed in the amount of $ The refund was completed on our end on July 20th, 2015.Thank you,Tracy Z***

July 1, Revdex.comServing Alaska, OregonAnd 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***’ desiredresolution is to have Nautilus remove the defective TCfrom her homeI have contacted Ms [redacted] and per our conversation this matter has already been resolved Ms***’ TCwill be removedat Nautilus’ expenseI apologize for any inconvenienceThank you for your patience in resolving this matterShould you have any questions, please contact medirectly I request this case be closedSincerely, Jessica E [redacted] | Nautilus, Inc.Executive Response TeamWorld Headquarters | [redacted] ***, Vancouver, WA 98683Main: [redacted] Direct: [redacted] Email: [redacted] nautilus.com

June 26, Revdex.comServing Alaska, OregonAnd Western Washington Dear Revdex.com, Thank you for calling my attention to the complaintfiled by [redacted] , reference No: [redacted] I understand that Mr [redacted] is requesting Nautilus to honor his warranty sincethe parts needed to fix his machine are no longer availableI researched this situation and have found thefollowing:· May 18th, Mr [redacted] called to ordera new servo motor and a spring was sent· June 2, Mr [redacted] was told the servo motor wasno longer available, and to try an “After Market” reseller to locate andpurchase the part.· June 9, Mr [redacted] was told the part was nolonger available and to try other aftermarket parts sellers.Sincethe Schwinn Elliptical is covered under warranty we are replacing themachine with a comparable model, a Journey Elliptical I apologize for any earlier inconvenience I request thiscase be closedSincerely, Jessica E [redacted] | Nautilus, Inc.Executive Response TeamWorld Headquarters | [redacted] Vancouver, WA 98683Main: [redacted] Direct: [redacted] Email: [redacted] @nautilus.com

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 meSincerely, [redacted]

October 23, 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 to exchange his productNautilus stands by Buy Back Guarantee, 6-wk Satisfaction Period, this has passed and therefore a return or exchange are not an optionNautilus will honor 10% off the purchase of a new Treadmill or 30% off a new TreadClimberI have researched the situation and discovered the following: 6/16/ Ordered the Max Trainer 5, [redacted] 6/21/ Received the Max Trainer according to tracking [redacted] via FedEx8/2/ Buy Back Guarantee, 6-wk Satisfaction Period ended, details are on page of the owner’s manual: http://download.nautilus.com/supportdocs/AM_OM/Bowflex/BFX.M5.MAX.AM.OM.WARR.EN....⇄ Inquired about a return or exchange stating it was uncomfortable and difficult to use9/25/ Supervisor stated that Nautilus will not accept the return or exchange and offered a discount off the purchase of a new model 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 closedSincerely, Justin G [redacted] | Nautilus, IncNautilus Response Team World Headquarters | SE 6th Way, Vancouver, WA Main: Direct: Email: ­ [redacted] @nautilus.com

February 15, 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/and discovered that the 3-year plan was indicatedAfter contacting Nautilus on 1/12/Nautilus was able to resolve the miscommunication to update to the 5-yearNautilus left a voice message stating the update was made and complete on 1/23/Nautilus failed to provide an additional update via email stating this was completeNautilus can confirm the contract with [redacted] is active under plan ID [redacted] , the coverage start is 11/21/-8/21/The manufacture warranty, 8/21/– 8/21/2019, has been in place and the machine has had coverage during this timeI apologize for any inconvenience and frustration this has causedShould you have any questions please contact me directlyI request this case be closedSincerely, Tracy Z [redacted] | Nautilus, IncNautilus Response Team World Headquarters | SE 6th Way, Vancouver, WA Main: Direct: [redacted] Email: ­ [redacted] @nautilus.com

Bowflex satisfactorily resolved this issue They went above and beyond to correct it and I am appreciative ***

[redacted] Facts: 2/18/ Purchased the Mwith assembly service, the install was complete April 6th, 8/24/ A free service visit was set up for a technician to determine what parts were needed to resolve a noise Service visit complete on September 4th, 9/7/ Parts were ordered to resolve the situation, the belt and pulley shipped all arriving by September 21st, October 6th, a free service technician complete the install 11/24/ Per the tech the customer needed a box replacement 2/23/ Nautilus set up a free service visit to complete the install, the customer will be contacted in 1-business days to arrange an appointment The warranty for the Bowflex Mis on page of the Assembly and Owner’s manual The machine has a year warranty and labor is covered for days Completed services are non-refundable One of the tech visits fell within the day labor warranty the other was outside of the day labor warranty which Nautilus sent at no cost to the customer Nautilus will set up another free tech visit to install box 1, SO-71732871, Going forward the labor warranty is expired and Nautilus offers free troubleshooting over the phone Any future service visits will be at the customer’s expense The warranty can be found on http://www.bowflexcatalog.com/bowflex_catalog/customerservice/bowflexmanuals.jsp...⇄ Nautilus requests this complaint be closed

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

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 [redacted] ***, reference No: [redacted] I understand that Mr [redacted] is requesting Nautilus send a replacement Mdue to shipping damage or refund him for the merchandiseResearching the delivery history: 10/11/ Ordered, [redacted] , the M7, mat, assembly, and 3-year Protection Plan11/1/ Due to boxes arriving with external damage, 10/and 10/17, Nautilus sent a driver to pick up and return at no cost to the customerThe refund, RA-44610, was process on 11/12/24/ A new order was placed for the Mand mat, [redacted] , the mat arrived on 1/and the machine arrived on 1/The assembly was set up at no cost due to the customer1/19/ The assembly company came to install the MGo Configure provided pictures of the covers showing cosmetic damageDue 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 coversMr [redacted] is refusing warranty parts and a technician and is seeking a new machineDue to the circumstances, Nautilus would like to work with Mr [redacted] and send a new box 1, page 7, which includes the frameNautilus would like to send out a technician from Go Configure to complete the assembly and then remove the remaining itemsThis way we can ensure Mr [redacted] has a fully functioning machineThe 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/and Go Configure has also attempted to reach out, 1/and 1/without responseI will work with Mr [redacted] to resolve this situation 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 [redacted] | Nautilus, IncNautilus Response Team World Headquarters | SE 6th Way, Vancouver, WA Main: Direct: Email: ­ [redacted] @nautilus.com

May 24, 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] ’s experience with our assembly company was unsatisfactory because the assembler didn’t call the customer an hour before his estimated arrival and ultimately didn’t arrive prior to the end of the appointment windowI have researched the situation and discovered the following: The assembly window was scheduled for Friday, May 19, between pm – pm local timeOn May 19th, Mr [redacted] called Nautilus Customer Care twice wanting to better pinpoint when the assembler would arrive, indicating he’d been told by a representative from the assembly company that he could do so by calling them on the day of the appointmentPer the customer this turned out not to be true, which precipitated his call to Nautilus where we explained the service window and that the assembler should arrive prior to the end of the service windowMr [redacted] called Customer Care a third time after the assembly window had passed without the assembler arriving or calling indicating that he wanted the assembly date rescheduled and wanted to be refunded for the assembly for his inconvenienceNautilus entered a credit refund to reimburse the customer for the assembly charges for his inconvenience and notified the service company so they can reschedule the assembly visit at no cost to the customerThe customer will be refunded $within the next seven business daysI 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 [redacted] | Nautilus, IncExecutive Response Team |Nautilus World Headquarters SE 6th Way Vancouver, Wa Direct: 800-859-

Nautilus, Inc SE 6th WayVancouver, WA 98683August 11, 2016Revdex.comServing Alaska, OregonAnd Western Washington Thank you for calling to my attention complaint ID: [redacted] from Mrand Mrs [redacted] requesting a full refund for their Max Trainer MWe are currently assisting the customer with warranty support for their equipmentWe are sending a technician to repair their machine under reference [redacted] and this appointment has been scheduled for 8-15-We were first contacted by the customer on 7-14-2016, which is outside of our week satisfaction guaranteeAt this time we cannot offer a full refund for this equipment, since we are outside of the return time frameWe will continue to assist Mrand Mrs [redacted] per the warranty terms stated on pgof the Owners ManualPlease see below: What Is Covered Nautilus, Incwarrants that this product is free from defects in materials and workmanship, when used for the purpose intended, under conditions, and provided it receives proper care and maintenance as described in the Product’s Assembly and Owner’s manualThis warranty is good only for authentic, original, legitimate machines manufactured by Nautilus, Incand sold through an authorized agent and used in the United States or Canada Warranty Terms • Frame years • Mechanical parts years • Electronics years • All other components years • Labor days (Labor support does not include the installation of replacement parts involved in the initial product assembly and preventative maintenance servicesAll repairs covered under the labor portion of the warranty must be preauthorized by NautilusThe customer will be responsible for a minimal trip charge.) I apologize for any inconvenience and if you have any questions, please contact me directlyNautilus requests this case be closed Thank you, Kailee O [redacted] | Customer CareExecutive Response TeamWorld Headquarters | SE 6th Way, Vancouver, WA 98683Main: ext*** Direct: [redacted] Email: [redacted] @nautilus.com