Pro Gym Supply Reviews (14)
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Description: GYMNASIUMS-EQUIPMENT & SUPPLIES
Address: 37 Edison Ave, West Babylon, New York, United States, 11704
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We purchased a Cybex package from Pro Gym Supply and delt with PJThe equipment was to be pulled from another facility, checked over and sent to usNo big deal right? After prepaying for the equipment and around 2,for shipping, they didn't send the equipment for another month and a halfNumerous stories of how the treadmills were holding everything upWhen we finally got the equipment, it was jammed in a semi trailor to a point quite a few pieces rubbed and scratched the paint off of themPieces had missing bolts and over spray on them from spot painting themIt didn't take long for two of the Star Track treadmills to start malfunctioningWhen I reported it to Pro Gym they said just run a diagnostic on themThat didn't work so the said get a video of them to prove they were doing what I said they wereThey then said they would get someone in my area to service themLet me note this took weeksI said to Lori that I didn't feel I should pay for this because they came to us like thisShe said they would pay for itWhen the service guy came out he found that each treadmill had over 14,miles on them! The circuit board in one was shot ($new) and the decks were never waxed! They sent a used circuit board and when he asked if they would like a warranty on his work, they said noOn top of that, Lori sent me an email saying I needed to pay for the service done on the treadmills! Now the circuit board they sent went out and the other treadmill has a bad console!! I called the service guy and he sent an email to them telling them what went wrongThey said they no longer support the equipment!! Thanks PRO GYM SUPPLY! You caused my business to open over a month late, sold me crappy equipment and left me dealing with it!
This customer purchased their equipment on The warranty starts at the time of delivery This customer had a month part and labor warranty When he called in for yet another repair his warranty had already expired Warranty expired on When he was asking for service I then told him we would have to charge him for the service call His warranty was never a year warranty Pro Gym Supply has lived up to it's warranty of months I offered repair service for a fee The customer didn't want to pay for a service call and this is what his complaint is about I believe we at Pro Gym Supply did everything we could to accommodate this customer Thank you, [redacted]
Pro Gym Supply has responded to this customer She received the wrong bikes What Pro Gym Supply did in response to this was immediately upgraded this customer's order
She had ordered (6) Star Trac NXT spinner bikes at a price of $without shipping These bikes were
purchased service and cleaned with a day parts warranty As soon we heard from the customer about receving
the wrong bikes we then turned around and sent Breakaway Fitness (6) Demo Blades in excellent condition with a month parts warranty We upgraded this customer to the newest model bikes available
at no additional charge In addition to that we also paid $to remove Breakaway Fitness old bikes and install the new ones We took this money loss just so we could satisfy the buyer Pro Gym Supply
feels that we did our due diligence for this customer In the long run we lost money on this purchase which is fine since all we wanted to do was make the customer satisfied Between the upgrade
of bikes which was a significant upgrade and the price for installation (This customer didn't pay for installation on her original invoice) we have addressed this issue and feel that we have
completed our job of satisfying our customer Pro Gym Supply doesn't feel there are any other monies to discuss
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
My complaint was not only about the lack of fulfillment of my order of spinner bikes, it was how I was mistreated and ignored after placing my order with Pro Gym Supply I was most most definitely promised the replacement bikes (blades) the same day that the wrong bikes were delivered, but the replacement was not an easy or quick process *** promised me the new blades within a week of the first "wrong" shipment, but I did not receive my blades until May *** That is just about a month from promised date *** kept telling me that the bikes were on a truck on their way from PA and NY a week before I actually received the bikes I had to escalate up the chain of command at the company to get a proper, truthful response of the whereabouts of my blades Once I did that, I found out from *** *** that the bikes were going to be leaving the warehouse the following day for Ohio
I have attached my first letter to Pro gym supply to express my disappointment with the treatment I was receiving by my salesperson and the next attachments are emails between *** *and myself about my delivery problems and Revdex.com complaint All they cared bout was trying to get me to take down the complaint on the Revdex.com I do not think their fulfilling my order fixed my complaint at all I do not want anyone else to have to deal with this type of situation because I continued to lose money while they were playing games with my "delivery" explanations I had to add classes to my schedule to keep my promises to my members because I did not want to lose business or make promises to my members They are my bread and butter and I want them to tell continue to come back and tell their friends how great my company is with follow through Therefore, I do not believe this complaint is resolved at all
Thank you,
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
The clients order has been delivered in full. We will request that the client close this Revdex.com case
This customer purchased their equipment on 10/*/13 and the unit was delivered on 10/**/13. The warranty starts at the time of delivery. This customer had a 6 month part and labor warranty. When he called in for yet another repair his warranty had already expired. Warranty...
expired on 04/**/14. When he was asking for service I then told him we would have to charge him for the service call. His warranty was never a 1 year warranty. Pro Gym Supply has lived up to it's warranty of 6 months. I offered repair service for a fee. The customer didn't want to pay for a service call and this is what his complaint is about. I believe we at Pro Gym Supply did everything we could to accommodate this customer.
Thank you,
[redacted]
[redacted]
We purchased a Cybex package from Pro Gym Supply and delt with PJ. The equipment was to be pulled from another facility, checked over and sent to us. No big deal right? After prepaying for the equipment and around 2,000.00 for shipping, they didn't send the equipment for another month and a half. Numerous stories of how the treadmills were holding everything up. When we finally got the equipment, it was jammed in a semi trailor to a point quite a few pieces rubbed and scratched the paint off of them. Pieces had missing bolts and over spray on them from spot painting them. It didn't take long for two of the Star Track treadmills to start malfunctioning. When I reported it to Pro Gym they said just run a diagnostic on them. That didn't work so the said get a video of them to prove they were doing what I said they were. They then said they would get someone in my area to service them. Let me note this took weeks. I said to Lori that I didn't feel I should pay for this because they came to us like this. She said they would pay for it. When the service guy came out he found that each treadmill had over 14,000 miles on them! The circuit board in one was shot ($800 new) and the decks were never waxed! They sent a used circuit board and when he asked if they would like a warranty on his work, they said no. On top of that, Lori sent me an email saying I needed to pay for the service done on the treadmills! Now the circuit board they sent went out and the other treadmill has a bad console!! I called the service guy and he sent an email to them telling them what went wrong. They said they no longer support the equipment!! Thanks PRO GYM SUPPLY! You caused my business to open over a month late, sold me crappy equipment and left me dealing with it!
Review: I placed an order for 15 spin bikes from Pro Gym Supply on November *, 2013. Total order including shipping was $5,750.00. I put a deposit of $2500.00, and paid the balance the day I wanted the bikes shipped. I specifically told Pro Gym Supply that I needed the bikes by December **, 2013, to date I have not received the spin bikes. All communication are saved via email and text, if needed.My opening of my spin studio was December **, 2013, I wanted to make sure I marketed, promoted, and to take advantage of the New Year's Resolutioners. I had to cancel my Grand Opening date because I have not received the bikes. I have paid for teachers, caterers, promotions, ads, to market my Grand Opening. I have had to delay the Grand Opening to Saturday, January *, 2014, and still no bikes. This is detrimental to my business as I have forked out funds for Grand Opening, not only that, I cannot market and promote my business without bikes. I cannot interview and do sample rides with instructors without bikes. I cannot plan my schedule, without instructors, without bikes. This has caused me potential business first for canceling the first Grand Opening. It is now January *, 2014 and he is still evading all calls and contacts.I have tried time and time again to contact the [redacted], and each time he has said he would call me back, and as you can imagine, I get no call backs. I do not know how he runs his business, but I paid for 15 bikes, and I expect 15 bikes.Desired Settlement: I want delivery of my bikes (full-lifetime warranty guarantee) that I paid for fully. A refund of my shipping expense, and compensation for the delay for my Grand Opening, emotional distress, and loss of potential business.
Business
Response:
The matter has been resolved with the buyer. They received brand new bikes at Dealer Cost and products were delivered on Sunday morning. We made $0 money on the deal and lost money on credit card processing fees. We offered to refund the client earlier in December but she refused a refund because she was in need of the bikes more than anything else. I requested that the customer close the case or remove it altogether.
We purchased a Cybex package from Pro Gym Supply and delt with PJ. The equipment was to be pulled from another facility, checked over and sent to us. No big deal right? After prepaying for the equipment and around 2,000.00 for shipping, they didn't send the equipment for another month and a half. Numerous stories of how the treadmills were holding everything up. When we finally got the equipment, it was jammed in a semi trailor to a point quite a few pieces rubbed and scratched the paint off of them. Pieces had missing bolts and over spray on them from spot painting them. It didn't take long for two of the Star Track treadmills to start malfunctioning. When I reported it to Pro Gym they said just run a diagnostic on them. That didn't work so the said get a video of them to prove they were doing what I said they were. They then said they would get someone in my area to service them. Let me note this took weeks. I said to Lori that I didn't feel I should pay for this because they came to us like this. She said they would pay for it. When the service guy came out he found that each treadmill had over 14,000 miles on them! The circuit board in one was shot ($800 new) and the decks were never waxed! They sent a used circuit board and when he asked if they would like a warranty on his work, they said no. On top of that, Lori sent me an email saying I needed to pay for the service done on the treadmills! Now the circuit board they sent went out and the other treadmill has a bad console!! I called the service guy and he sent an email to them telling them what went wrong. They said they no longer support the equipment!! Thanks PRO GYM SUPPLY! You caused my business to open over a month late, sold me crappy equipment and left me dealing with it!
Review: On top of selling mechanically defective products that will continually require repair without resolve, this company makes offerings and inclusions of warranties with terms longer than they are willing to honor. I purchased a 95si Stepper from them and used it twice a week. In six months, I had the schedule a repair four times. In the seventh month, when I invariably had to get it fixed again, I was told that my warranty was limited to six months, even though I purchased it with a one-year warranty. It stands to reason, though, that they would not furnish me with any warranty paperwork whatsoever upon delivery so that they could get away with these business practices, yet I took screenshots throughout the purchase process reflecting my entitlement to one year of parts and labor replacement.
Business
Response:
This customer purchased their equipment on 10/*/13 and the unit was delivered on 10/**/13. The warranty starts at the time of delivery. This customer had a 6 month part and labor warranty. When he called in for yet another repair his warranty had already expired. Warranty expired on 04/**/14. When he was asking for service I then told him we would have to charge him for the service call. His warranty was never a 1 year warranty. Pro Gym Supply has lived up to it's warranty of 6 months. I offered repair service for a fee. The customer didn't want to pay for a service call and this is what his complaint is about. I believe we at Pro Gym Supply did everything we could to accommodate this customer.
Thank you,
Review: I ordered equipment and paid the full balance on 1/**/14. I was told it would take 4 to 6 weeks for delivery. I paid $14,650.00 for gym equipment and $1100 of that total was shipping costs. So we are told by our salesman that the reason we have not got our shipment is because two of our 11 pieces of gym equipment they do not have. I was told by the salesman to go with the Nitro leg equipment that they had over 6 weeks ago as it was great equipment and they had it in stock. It is now 4 days past 6 weeks of the latest delivery date and I'm told they do not have the 2 of the 3 pieces of Nitro leg equipment in their facility and are searching to secure them. There trying to get the last 2 pieces to fill my order that I paid for 6 weeks ago even though when I paid them they said they had it in stock. As of 3/**/14 they can not give me a time when they will have it or when my order will be shipped. We have asked them to at least ship the equipment they have and send the rest when they get it but they refuse and said that it would cost them too much in shipping. My fitness center was schedule to open 3/**/14 Which gave me time to put the equipment together after delivery. This was based off of the latest delivery date in our contract being 3/**/13 (date it was due). I am a new business and I can not open till I have this equipment. I am loosing customer and money due to the fact I schedule a grand opening date that has now had to be cancelled. I don't even have a new date for opening because the company has no answer for me as to when my equipment will be here. I'm loosing money and my reputation which is so important at this early stage in opening a new business. I have asked my sales man to fix this issue. (see emails attached) I have not got a straight answer or solution. I have asked to speak to the [redacted] and I have waited three days with promises of a call everyday and have not got one. I feel like I'm being avoided and lied to at this point. I need this equipment to open my business and at this point I am feeling helpless as far as this happening on my own demand due to the fact that I have made every effort to resolve this with the company and the only person that will talk to me is my salesman at Pro Gym supply and he just says he is the middle man and can't do anything. I wanted this to be taken care of between the company and myself, but I can't even speak to the [redacted] or get a straight answer. I am in fear that my new business is going to fail before I even get a chance to open the doors thanks to this situation. At this point I have paid this company a lot of money and all I have to show for it is a ton of disappointment, stress, and lost days of business.8Desired Settlement: Refund on shipping, compensation for loss in business, and my equipment shipped immediately.
Business
Response:
The clients order has been delivered in full. We will request that the client close this Revdex.com case.
Review: I started working with [redacted] over at Pro Gym Supply on March [redacted] when I purchased 6 (7100 star trac spinners) in demo, barely used, near new condition, after finding them on the company's website ([redacted]) for $725/ per bike plus shipping to total up to $4760.39. They were supposed to be delivered within 3 weeks to my studio in Sunbury, Ohio. On March [redacted] I emailed [redacted] to check on the order and get the delivery date/ time scheduled. He said he had one last order to push out the door and mine were in production ready to go out the door by Thursday, March [redacted]. After not hearing anything from him since, I decided to call him on Friday, March [redacted] for an update at 11:44 am. He told me he would check with the shipping department and get back to me within 10 minutes. By 1:27 pm, I called him back to check on the whereabouts of my delivery, and the phone went to voice mail. I left a message, and received no response at all. On March [redacted], I emailed him to check in on whether the bikes were shipped out the past week. I also told him I tried to call him back on friday afternoon, since he had not returned my call. I expressed my growing concern on the delivery and existence of my 6 purchased bikes. I asked him to please call me so we can discuss this important situation. After this email conversation, I did not hear anything from him once again. Therefore, I called him and he said he would call me later that morning with details. (He had a emergency over the weekend, which is why he said he didn't get back to me). NO CALL BACK on MARCH [redacted].
On April [redacted], I sent out another ETA of my bikes email which no response, so on April [redacted], I called Pro Gym Supply directly to talk to customer service. I left a message first at 8:38 am, expressing my concern of the whereabouts of my bikes, explained how I had been ignored, pushed off and finally promised my bike delivery numerous time with no bikes to show for it. I called back at 11:06 and 11:08 am and finally talked to a rep, who said they would check my order and then got a little uncomfortable and said, "Let me check on this." It was very concerning, the say the least, when they came back, they said [redacted] would call me.
Finally at 11:32 am, I got a hold of [redacted] and he said that he asked the shipping department to call me with the information and my bikes should be shipped out today. (I should receive a call from them or him within 15 minutes. Nothing, once again. Luckily, the customer service rep had given me the shipping company's name so I called [redacted] directly. There was no record of my shipment yet, but I was able to set up a delivery day and time with them, at least. April [redacted] called me and set up Friday, April [redacted] from 12- 3 pm as the delivery time slot.
On April [redacted], I arrived at my studio by 11:50 am and began my wait for the bikes to arrive. I waited a couple hours and then called [redacted] to check on status of delivery at ###-###-#### (2:01 p). The customer service rep called dispatch, who talked to the drivers and said they would arrive by 3 pm without a problem. (about 45-50 min) At 3:16 pm, no arrival of delivery... called again... dispatch told me they would be there within 15 minutes because they were in Sunbury, OH dropping off another shipment. No show once again, so I called back at 4:08 pm to let them know just how upset I was with this process. They could not even get in touch with the drivers this time, so they would ask dispatch to call me back directly. The customer service representative reminded dispatch that it was after 4 pm and my delivery time was supposed to be 12-3 pm. No call back, so I called back at 4:37 pm. I talked directly to dispatch,, who told me they would not be able to deliver my bikes because they were blocked in by other shipments and it would take too long to get the bikes to me. Needless to say, I was quite upset. I took five hours out of my day to wait around for the bikes, plus I had people at my studio to help bring the bikes up the stairs and into my space. The dispatcher told me that they would put me back on the books for Monday for a 3 hour time slot, even though I told them I needed a set time. (did not want to waste more of my/ other people's time/ money). Every time I called, they always gave me this strange reaction and they would say, "hmm, let me check on this."
By this time, [redacted], my boyfriend, who was helping me, was on his way out of town, but when I called him, he asked for [redacted]'s number as well as the [redacted] phone number to help me get this situation resolved. He talked to the manager of the [redacted] warehouse who helped get the shipment sent out on Saturday after numerous talks with [redacted]. At 6:42 pm, the manager called me and set up an appt for 11 am on Saturday, april 5th.
I gathered together a group of people to assist me with carrying the bikes up the stairs into my studio. I received a call at 9:14 am on Saturday, April 5th and the delivery was to occur at 10:15 am, so I called all of my people, got them situated and ready to help me. [redacted] arrived on time and he driver was able to get the bikes off the trailer and outside of my door.
After dropping off the shipment, he had me sign the paperwork for delivery and left. (One thing he did say was that he could not understand why my delivery was not sent out yesterday-- Friday.) After the driver left, I opened the box and checked over the bikes. That is when I noticed the fact that these were not my bikes at all. They were [redacted] generation bikes and not even in good condition, never mind demo almost new condition like I ordered... 7100s. I called [redacted] and told him we had a problem and explained the situation. He told me to send a picture as proof, so I did. [redacted] confirmed that these were not not my bikes and that he would make it right with better bikes than I ordered. (blades) He also said I would not have to touch anymore bikes.. that he would have someone deliver, bring up new bikes and carry old, wrong ones back down. He would take care of me from beginning to end.
April 7th, I called [redacted] at 7:59 am and he said he had good news for me. He was calling in a favor and getting me 6 demo blade spinners in place of my 7100s. He was just finalizing the deal that day and he would let me know very soon. Very possible to get on the truck today. No response and no call back. Emailed for an update later that same day at 1:45 pm... finally received an email back from him saying that he was waiting on the star trac representative to get back to him on release of these bikes. He was on a business trip, but he would have an answer/deal very soon.
I emailed [redacted] on Tuesday, April [redacted] to check in on progress and to ask for a phone call or response because this is taking up a lot of extra time/ energy and making up of classes for participants who have paid for my services and I want to follow through with my promise. I have had to continually add more classes to accommodate my participants. These bikes were promised to me by April [redacted] and now all I have are these 6 "wrong" bikes that do not do me any good. There was no phone call back from [redacted] on Tuesday, April [redacted] or email for follow through. Still in waiting game.
Wednesday, April [redacted]... emailed [redacted] for an update on my bike delivery, and again received nothing from him. Therefore, I created a letter that spelled out the situation and gave him until the end of the business week to get my bikes to me or at least have a tracking number/ delivery time set up or we would file with Revdex.com and fill in our lawyer on the situation. He did respond to this via email and told me that the letter was not necessary and that I was being silly by thinking a lawyer would help me get my bikes faster.
Due to Easter weekend, we were more than fair and still heard nothing from him about delivery eta and/ or tracking numbers so I called him on his cell phone. On April [redacted] (Monday) I did get a hold of him and he said he would get back to me with all of the details. After hearing nothing from him after 6 hours, I emailed him back for an update and to let him know just how frustrated I am right now. I am trying to be patient, but I am tired of the run around, no call back, no update nonsense. I really need this situation resolved and my bikes delivered.
On Monday, April [redacted], I called [redacted] to see what is going on and he told me that the bikes were being picked up in PA and were in a truck ready to go to OH. I asked him for tracking numbers/ delivery day/ time specifics, and he told me he would get off the phone and email them right to me. NOTHING. Wednesday, April [redacted], I decided to call the company directly and when I told them who I was, they came back and asked me what my last update was from the company... not very comforting. They told me that they would have [redacted] get back to me, even though I explained that I have been having trouble getting him to respond to my calls and emails. They finally gave me the name of the [redacted]) and told me that they would have her call me when she got into the office. NOTHING from [redacted] or [redacted].
I have continued to call [redacted] and email him, I do not get anymore responses via email, sometimes I can get him to pick up the phone. On Wednesday, april [redacted], I talked to him and the bikes were in a truck coming to Ohio and then would have to be switched over to an installer for them to bring bikes up and down for me. He said they should be delivered on Thursday, so I asked for a tracking number/ delivery time/ installer name and number... never got back to me with this information like he promised.
Thursday, April [redacted] I called him to see what time I should be around my studio, since it is only open when I have classes/ clients. I needed to make sure I was going to be around for the delivery. He told me that the truck got into the area too late last night, so they were delivering my pallet to the installer today (Thurs) and would be delivered to me tomorrow. I asked him for the installer's name/ number, so I could work directly with him for delivery details. He said he would get right off the phone and share his contact with me via my cell phone. That NEVER occurred.
It is now Friday, April [redacted] and I tried to call him this morning, but I had to leave a message on his voice mail. No answer. I have no idea what is going on with my bikes as of right now. No installer's name/ number... no way for anything to move forward until I hear from him. As you can see, more of the same... promises no follow through.Desired Settlement: I would like to get the Blades bikes (6 of them) delivered ASAP.
Refund of some money back... we are working on 2 full months of non-delivery.
Monetary relief because of added classes (for my participants)... due to lack of bikes available (energy and time used) Money lost... regained
Business
Response:
Pro Gym Supply has responded to this customer. She received the wrong bikes. What Pro Gym Supply did in response to this was immediately upgraded this customer's order.
She had ordered (6) Star Trac NXT spinner bikes at a price of $4350 without shipping. These bikes were purchased service and cleaned with a 30 day parts warranty. As soon we heard from the customer about receving
the wrong bikes we then turned around and sent Breakaway Fitness (6) Demo Blades in excellent condition with a 3 month parts warranty. We upgraded this customer to the newest model bikes available
at no additional charge. In addition to that we also paid $600 to remove Breakaway Fitness old bikes and install the new ones. We took this money loss just so we could satisfy the buyer. Pro Gym Supply
feels that we did our due diligence for this customer. In the long run we lost money on this purchase which is fine since all we wanted to do was make the customer satisfied. Between the upgrade
of bikes which was a significant upgrade and the price for installation (This customer didn't pay for installation on her original invoice) we have addressed this issue and feel that we have
completed our job of satisfying our customer. Pro Gym Supply doesn't feel there are any other monies to discuss.
Sincerely,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
My complaint was not only about the lack of fulfillment of my order of spinner bikes, it was how I was mistreated and ignored after placing my order with Pro Gym Supply. I was most most definitely promised the replacement bikes (blades) the same day that the wrong bikes were delivered, but the replacement was not an easy or quick process. [redacted] promised me the new blades within a week of the first "wrong" shipment, but I did not receive my blades until May [redacted]. That is just about a month from promised date. [redacted] kept telling me that the bikes were on a truck on their way from PA and NY a week before I actually received the bikes. I had to escalate up the chain of command at the company to get a proper, truthful response of the whereabouts of my blades. Once I did that, I found out from [redacted] that the bikes were going to be leaving the warehouse the following day for Ohio.
I have attached my first letter to Pro gym supply to express my disappointment with the treatment I was receiving by my salesperson and the next attachments are emails between [redacted]. and myself about my delivery problems and Revdex.com complaint. All they cared bout was trying to get me to take down the complaint on the Revdex.com. I do not think their fulfilling my order fixed my complaint at all. I do not want anyone else to have to deal with this type of situation because I continued to lose money while they were playing games with my "delivery" explanations. I had to add classes to my schedule to keep my promises to my members because I did not want to lose business or make false promises to my members. They are my bread and butter and I want them to tell continue to come back and tell their friends how great my company is with follow through. Therefore, I do not believe this complaint is resolved at all.
Thank you,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Review: Last October I purchased off ebay a refurbished Cybex Arc Trainer 610A from Pro Gym Supplys [redacted], United States. The item cost me $3300 AUD intially plus another $800 AUD on arrival to Australia and a further $390 for more equipment purchased in the hope of getting it to work but has not been successful The supplier initally told me there would be a 6 week transit time which in actual fact turned into 4 months and it was only after my constant emails did I manage to obtain an actual ETA date and by that time the unit had already landed in Australia and I had 3 days to collect it but had no paperwork in which to collect so had to harass the supplier once again. Upon getting the unit home I was informed by a friend (not the supplier) that the electric wiring is different and I would require a step-down transformer so I went and purchased one for $200 AUD. The unit still did not work, I had an electrician come have look and it turned out the circuit board they sent me was not correct for the australian power current rendering it useless. I contacted the supplier with my issue who replied that they hoped the unit was not completely stuffed and gave no assistance to the issue. I then contacted [redacted] and [redacted] in the hope of getting my money refunded they informed me that they only offer a 3 months coverage on payments even though the unit took 4 months to arrive which was out of my control. [redacted] did send for a complain to Pro Gym Supply and I received an email from them shortly after offering assistance. Pro Gym sent me a new circuit board as the unit was purchased with a 12 month parts warranty. I installed the circuit board but still the unit did not work. After a lot of email conversations and research on my behalf it was diagnosed that the speed sensor was faulty and Pro Gym Supply sent me a new one which luckily an Australian gym equipment servicer who has knowledge of the Cybex brand was able to fit (For $190 AUD which I paid and Pro Gym have said they are going to refund me, I have sent them the invoice and my bank details and am currently awaiting reimbursement) and the unit worked but only for 10 days and the same error appeared again and once again the unit is unusable. I emailed Pro Gym once informing them of the situation and requesting if they could not give me a resolution to the on going saga then I would like the $4500 AUD I had spent on purchasing this fault item refunded to me. Their response was that because the unit was in Australia and could not be returned no refund would be given although they would continue to assist me in trying to get the unit working. I am now waiting on a reply from the return email I sent stating that I would be more than happy to return the item to the wharf to be reshipped back to America at no extra cost to myself enabling me to receive a refund. I have also included that if they will not allow me to do that than they must contact me as soon as possible with a way to get the unit working so I can actually use it as they sold it to me as a "working refurbished unit" and it has never really worked.Desired Settlement: Due to the fact I am still waiting on a reply from the supplier I am unsure of what course of action I am next to take. I have contacted you as I have this sinking feeling that the unit is faulty beyond repair and I have forked out $4500 AUD for nothing and am desperate to find a way to regain my losses. Please can you reply to me with what my best course of action would be. I have kept ALL email correspondance from myself and the supplier if you require it.
Business
Response:
This matter has been resolved with the customer. We reimbursed them for the cost of the service repair. Because they are located in Australia we are unable to make payments directly to vendors in this country, the client was aware that they had to pay the vendor directly then get reimbursed by us which was taken care of. As far as we know there is nothing else to discuss regarding this matter. The issue has been closed in our file.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The supplier has indeed reimbursed me the service costs as per our agreement. However this is only one componant of the complaint/issue we are having regarding my transaction with pro Gym Supply. The unit is still not functional. The supplier has agreed to send me more parts to try and get it up and running however they have not yet arrived and once they do I will need to arrange for them to be installed. The supplied has stated to me that that they have been doing tests on an arc trainer they had in their workshop to recreate the issues I am having with mine but to no success. So although they are sending me the parts I do not hold much faith that the unit will actually remain functional for very long just like last time. So in light of this please can you keep my case open until I can email you back once the parts have been installed with whether it acutally works, if it does not I would like to request full reimbursement for monies spent.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
Pro Gym Supply has reimbursed the customer for the cost of the parts in Australia. As far as we know the matter is resolved and her machine is working fine.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Hi, please can you tell me when you recieved this repsonse from pro gym supply?
I ask this as the unit has not been functional for around 5 weeks now (it has only worked for 10 days since I recieved it back in febraury) The supplier has sent me more parts which are currently in transit and I am waiting on arrival. Upon arrival I have to arrange for the service technician to come and install these parts. I had emailed Revdex.com only a couple of days back stating this, so I think this may be a double up response from Pro Gym Supply. I had included in my other email that although pro gym were sending more parts to install they have told me they are not exactly sure why the machine isnt working so I do not hold much faith in the parts correcting the issue. If you could please hold off on any further correspondance with Pro Gym until I have the parts installed and can confirm that the machien is actually up and runnign and remains working.
Thank you!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,