Smooth Fitness, LLC

Report was verbal, not written up

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I disagree with the response that they listed as I did tell them that I was having issues and that the instructions that they sent were far from correct or that the process was simple Please have them arrange for a technician to come to my home to fix the elliptical I wish to keep the complaint open until the product has been fixed and is operational I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Two technicians were here on June 24, Smooth Fitness copied their findings in their email to you earlier todayThe complaint has not been resolved The equipment needs to be repaired as per Cory's recommendations or we need a refund and prompt removal We started asking for repair in January - this is unacceptable Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:They have ignored my repeated requests for return of product based on their failure to repairThey have ignored my lawyer's request for return of productI have waited for over months (new product not usable) for Smooth Fitness to do somethingI have made phone call after phone call, with no action on their partRepair of their product is no longer a satisfactory resolutionMy request was clear - full refund & return of their product!Given a MONTH "dead zone" of no action despite repeated calls, I do not believe any resolution is acceptable other than Smooth Fitness taking their product back with all costs incurred to be their burdenIs there any part of this that would cause me to trust Smooth Fitness ever again? The unit arrived with multiple product problems, Smooth Fitness was notified immediately and then there were months of broken promises.I want them to take their product back then I will not pursue further legal action Regards, [redacted]

Dear [redacted] ,Smooth Fitness is repairing the product under warranty at no cost to [redacted] As with any consumer product with warranty coverage i.eautomobiles, major appliances etcthe treadmill will be repaired onsite at no cost to [redacted] At this time a refund is not warranted and once the repair is completed we ask that this complaint be closed as resolved SincerelySmooth Fitness Customer Service###-###-####

Dear [redacted] ,Once again we do apologize to ** [redacted] for the delayAs stated previously the motor is currently on back order but we are manufacturing the replacement motorThis motor, as per our parts department, will arrive approximately mid-JuneAs communicated to ** [redacted] previously, the motor will be shipped out to him once we receive it.** [redacted] is trying to track a parts order that did not ship, on a web tracking page that only tracks complete products e.g treadmills ellipticals etcThis web page does not provide parts tracking informationThe shipment ** [redacted] was tracking was not a Smooth Fitness shipment or Smooth Fitness customer.Smooth Fitness wants to resolve this matter as quickly as possible and will send the part when it arrivesSincerelySmooth Fitness Customer Service [redacted] ext*

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Tue, Oct 14, at 11:AMSubject: Fwd: Repeated ComplaintTo: [redacted] > ---------- Forwarded message ---------- From: [redacted] [redacted] Date: Sun, Oct 12, at 4:PM Subject: Repeated Complaint To: [email protected], Customer Service > > > Dear Sir/Madame, > > I am a very disgruntled customer! I bought an DMX Elliptical from Smooth Fitness around months ago and the machine has not been functional much at all! I have called numerous times and spoken with numerous individuals with no availI called a few weeks ago and was explained the problem would be looked into and I would receive a call the following day, which I did not! I just filed my second complaint against Smooth Fitness with the Revdex.comThe first was closed because smooth fitness gave information saying the matter was resolved, which yet again it has not! May this be a receipt that legal action will be pursued if the matter isn't corrected in the near futureSmooth Fitness has been a big disappointment and I would not reccomend anyone to purchase one of your products due to the poor handling of my problem! > > Sincerely, > > [redacted] > [redacted] > [redacted] > ###-###-####

Dear [redacted] , On occasion we do have a stock out situation with certain componentsThis was an unforeseen event and we do apologize for any inconvenienceDue to human error ** [redacted] was sent the wrong component and we are working very diligently to get the correct component to himOur Service department has contacted **Richardson and have resolved this matterSmooth Fitness will send ** [redacted] the correct component as soon as it arrives in inventory as per his resolution request Once again we do apologize for any inconvenience Sincerely Smooth Fitness Customer Service [redacted] ext*

Dear [redacted] ,This is not consider to be a manufacturing defectOur service department has confirmed that the LED backlight has gone outMuch like a light bulb this component is a wear and tear item and may wear out over time [redacted] can purchase the replacement part.SincerelySmooth Fitness Customer Service888-800-ext

Dear [redacted] ,We apologize for any trouble [redacted] is having with her productHer case will be escalated to the service managerWe will resolve her concerns as quickly as possibleThe service manager will contact her directly.SincerelySmooth Fitness Customer Service###-###-####

Steve is the owner of the company and the name that was associated with any billing, as the PO BOX and Credit Card are in the company's name Phil who was listed for shipping information is the maintenance technician who lives on siteHe was the contact for delivery as he is always at the building Tom & myself are the Property Managers who were in charge of the research, correspondence, and the capital needs of the property ***

At this time we ask that this case be reopened and closed as resolvedThis customer did not maintain their treadmill as stipulated in the manual causing a failure in the partsThis was not a manufacturing defect but neglectThe Warranty does not cover neglect or abuse of the products much like if a person did not change the oil in their car and the engine failedAs with this example, the manufacturer cannot be expected to pay to fix the owners error Attached you will see the manualPlease reference page and for the maintenance requirements and page for for the warranty information Thank you for your consideration and I look forward to your reply Sincerely [redacted] Manager Smooth Fitness Customer Service [redacted] ***

Dear [redacted] Smooth Fitness has attempted to send a technician to repair [redacted] ’s elliptical as per the Smooth Fitness warranty [redacted] refuses to accept warranty serviceWe have and will continue to offer [redacted] the warranty coverage included with the productPlease see the attached documentation which clearly shows that Smooth Fitness has made a more thatn reasonable effort to resolve [redacted] ’s issue.Since Smooth Fitness has attempted to resolve the issue and [redacted] is unwilling to accept warranty service to resolve the matter we ask that this matter be closed as resolved.SincerelySmooth Fitness Customer Service###-###-####

Dear [redacted] , Our Service department has contacted [redacted] and have resolved this matterThe Smooth Fitness Technician is scheduled for an appoint tomorrow at 2pm to repair the treadmill Once again we do apologize for any inconvenience and ask that this matter be closed as resolved Sincerely Smooth Fitness Customer Service ###-###-####

Dear [redacted] Smooth Fitness warranties the products from defects provided the product is cared for and used under conditionsThe product was not properly maintained by allowing excess sweat to sit on and build up on the machineWithout cleaning or removing the fluid overtime it may cause excessive wear to the painted surface, as with any materialAs per the warranty the lack of care for the product does not qualify as use “Warranty Coverage: EVO Fitness and Smooth Fitness, Inc("Smooth Fitness") w arrants to the original ow ner that each new product to be free from defects in workmanship and material, under use and conditions.” SincerelySmooth Fitness Customer Service888-800-ext

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have not received either the part or notification of it's shipmentGiven my experience with this company I reserve judgement until they produce on their commitment If and when they do I will accept the settlement but given the previous responses of their national service manager, I have my doubts [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory I do not think the case should be closed due to previous promises made but not acted upon on by Smooth FitnessThe case should not be closed until the unit has been fully repaired Regards, [redacted]

Dear [redacted] ,We are sorry for any inconvenience to our valued customer. When [redacted] purchased the Sit N Cycle she agreed to automatic billing. In our system and many other corporate systems automatic billing is not discontinued until the merchandise is returned. As of May 8th 2014 ***... ***’s account has been fully refunded the amount of $59.94, as requested. Once again we sincerely apologize for any inconvenience. At this time we respectfully request that this matter be closed as resolved SincerelySmooth Fitness Customer Service###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I purchased this treadmill with the belief that I was getting lifetime warranty on all parts as stated on the attached receipt At no time was I told by any service technicians from Smooth Fitness that the failure was caused by a static shock from outside the machinePower surges, static, and other over current conditionsI was told that they weren't going to cover it because they were a new company and wouldn't cover the costIt is impossible for smooth Fitness to make such claimI honestly think they are trying to get out of honoring their warrantyThe control panel works partially and that wouldn't be possible if their claims were trueSeveral customers are having similar difficulty with Smooth Fitness warranty coverage Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] This company is fraudulent in everyway imagined. I look to seek out legal representation if possible. Three times techs have come out with three completely different diagnostics and the treadmill is still broken. The techs admitted they where stumped, confused and one even admitted I should ask for a refund because it could not be fixed. Cars don't break down two weeks after purchase or that's called a lemon. I was sold a botch product by a fraudulent company. I refuse to pay the balance as I have had this product in my possession for more that eleven weeks and no one knows the issue. I bought a product from a F-rated company on your website all because I did not do my research first. I have been hoodwinked and bamboozled and now I know better next time I'll just stick with the big companies like [redacted] who actually care about their representation and don't have to rip people off because they are broke. I was just sent some random part in some bogus attempt to get the treadmill fixed. Jim said he would take back the treadmill so much for their word, huh. I guest they don't want to bare the responsibility of a total loss and they don't want to pay shipping and handling to return their poorly made treadmill back to it's original owner (them). So make lets just make the customer suffer? They have a habit of doing that after reading through their long list of complaints on every website imaginable. They refused to fix a treadmill a ladies husband bought for her after a year of usage when it broke down on her after only 365 days of usage because her military husband bought it for her as a present and didn't have his up to date receipt. How convenient she got stuck with a piece of crap equipment and the bill while Jim goes on vacation. So I guess if I'm lucky they'll some how find a way to temporarily fix my treadmill to save face with BBB and collect the rest of my money and after the warranty is up they will go back to ignoring me or just plain old give me the run around. No thanks I paid one thousand dollars for quality equipment not a treadmill that last for one month or two of even a year just so they can make warranty. I desire no more quick fix schemes. I want, No deserve a refund. New Management or not this is the worst experience I have ever had with a company in my life. They have no integrity, maybe that's why they have to beg their current customers to do referral to recruit new customers for their complete and utter disregard for customer concerns. If you ask me after so many complaints and rip-offs your company should be shut down. BBB if you can't help me further please save all the future customers from the anger, tears and frustration I am feeling and make this comment public and their rating.