Smooth Fitness, LLC

Dear *** ***,We do apologize for the trouble *** *** is having with his ellipticalSmooth Fitness did send the parts required to fix his product*** *** never requested service for the product only the warranty partThe part *** *** need was on backorderOnce in stock
Smooth Fitness sent the part to him on or about 7/15/On 7/21/*** *** requested information as how he could replace the partThe service manager tried to explain in simple terms how to plug in the wires, not realizing *** *** was having difficulty*** *** stated that he was still having difficulty and the service manager sent him additional instructions and trouble shootingOnce again *** *** did not request a service tech.At this time Smooth Fitness is not replacing the product but will repair the unit as per the warrantyWe are able to send a technician to troubleshoot/repair the product under warranty.SincerelySmooth Fitness Customer Service###-###-####

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The part (motor) will be shipping 2/26/

Dear *** ***,This type of lack of maintenance is not covered under the manufacturer’s warranty but in an attempt to resolve this issue with the *** *** Smooth Fitness will send two pedal arms free of charge*** *** has agreed to pay the shipping costs of the parts. We 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: ***
I am rejecting this response because: ITS AN EXERCISE MACHINE YOUR SUPPOSE TO SWEET AND I DO WIPE IT DOWN AFTER EVERY USEI DO TAKE CARE OF THE PRODUCT ESPECIALLY AFTER I PAID FOR A MACHINE WITH A YEAR WARRANTYEVERY PRODUCT I BUY LAST WAY PAST THE WARRANTY TIMETHIS MACHINE IS A LEMONTHEY SAID ITS A YEAR WARRANTY ON ALL PARTSNO WHERE IN THE WARRANTY SAYS SWEET VOIDS WARRANTY OF SENDING PARTSPLEASE SEND THE PARTS AND LETS MOVE FORWARD.
Regards,
*** ***

Dear *** ***,The customer agreed to the return policy and was notified of the return location when the attached document was sent to himAt that time *** *** agreed to send the return to the new warehouse location.Smooth Fitness’ stance is as follows: If *** *** would like to take advantage to the day return policy he must return the product to the returns warehouse located in Tennessee. SincerelySmooth Fitness Customer Service###-###-####

Complaint: ***
I am rejecting this response because:-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Mon, Oct 27, at 9:AMSubject: Fwd: Attn *** ***To: *** ***
---------- Forwarded message ----------
From: *** ***
Date: Sat, Oct 25, at 6:PM
Subject: Attn *** ***
To: [email protected] dayI recently made a complaint against Smooth Fitness (***) regarding a warranty issueI received notice on the 30th of September that Smooth Fitness had apologized for any inconvenience and issued to me the warranty parts to fix my unit, "We will send *** *** the necessary parts to repair the unit.”
FYI, that never happenedIn fact Smooth Fitness has now ‘ceased operations’, which is just another way of not honouring the warranties that they sold their customers
I was very surprised to see that the Revdex.com has deemed the issue resolvedIs that all it takes? Smooth Fitness lies about what its done and the Revdex.com accepts the lie and closes the complaint?
I’m very disappointed in this resultI assumed the Revdex.com was there to protect the consumer
*** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response
because:
---------- Forwarded message ----------
From: *** * ***
Date: Sun, Aug 17, at 6:PM
Subject: Complaint #*** Requesting Information Pertaining Product Replacement
To: [email protected]
*** ***
*** *** *** *** *** **
*** **
(New Contact number) *** ***
To Whom it may concern:
I am sending this email to reopen this complaint if the complaint has been closedI am having continual problems with the exercise bike I had ordered from Smooth Fitness Order # *** purchased on May 2, I have received the requested parts except I am having problems with the mechanical parts that operates the crank arm (inside the bike) attaches to on the bike
I am requesting information pertaining to how to have the bike replaced the bike they have sent me is mechanically defective I have not been able to use the product since I had purchased itThe customer service is not very helpful in resolving this problemI mentioned earlier I would like to request to have the company replace the defective bikeThank you again for your attention on this matter the problems with this has been mechanical engineering where part are not properly aligned to where parts are not easily assembledThank you again please email me at *** for replacement information
Sincerely yours,
*** ***

Has been resolved on or about June 30th We ask that you reopen this case and close it as resolved
Below you will see the service records that show a technician was dispatched to *** ***’s home and repaired the product
Sincerely
Jim
M***
Manager
Smooth Fitness Customer Service
*** ***

Dear *** ***,Smooth Fitness warranties cover manufacturing defectsAny failure due to and outside influence like static charge, power surge, abuse or neglect is not covered under the warranty just as hitting a pothole with your car , the damage would not be covered by the warranty.We have included the warranty page for *** ***’ treadmillPlease note the highlighted sections that states, “This Warranty does not cover any problems, damages or failures that are caused by accident,” etc… Despite the warranty, in an effort to resolve *** ***’ complaint Smooth Fitness will send the replacement part free of charge In light of the information above and attached, we respectfully ask that this matter be immediately closed as resolved. SincerelySmooth Fitness Customer Service###-###-####

Dear *** ***,Smooth Fitness is not a fraudulent company and the we continue to try to resolve the technical issue *** *** is experiencingSmooth Fitness is honoring the manufacturer’s warranty as detailed in the owner’s manualOur service technicians have contacted *** *** to arrange the repair but she is refusing the warranty serviceWe are trying to resolve the issue with *** *** by fulfilling the warranty repairThe product is reparable as long as *** *** allows the service appointment, which we feel is a reasonable requestOur service manager has contacted *** *** and is waiting for her responseAt this time we request that *** *** contact us at her earliest convenience. SincerelySmooth Fitness Customer Service###-###-####

Dear *** ***, Our service technicians have spoken to *** *** and found the failure was caused by a static shock from outside the machinePower surges, static, and other over current conditions, not caused by the treadmill, are not covered under the warrantyThis was explained
to the customer by our technical staffWe will continue to support the product as stipulated by the warranty terms and conditions.At this time ask that this matter be close as resolved.SincerelySmooth Fitness Customer Service###-###-####

Dear *** ***,We do apologize about the lapse of service coverage in *** ***’s areaWe do have additional technicians in the area to resolve any warranty serviceA work order has been sent to the service company and the appointment to resolve any issues will be made directly with ***
***.At this time we request that this matter be closed as resolved. SincerelySmooth Fitness Customer Service*** 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: ***
I am rejecting this response because:
Smooth fitness diagnosed the problem over the phone. the technician finally arrived and determined that the problem was not as originally diagnosed. Suggested, after attempting to diagnose, that we TRY to unit for consecutive times (at under mph) to see if the issue is still occurring. The issue occurred the first try at 30:minutes at mphThe unit is not acceptable nor safe and is still in need of repairWe suggest if they cannot diagnose and repair that at a minimum, the unit is replaced at no charge
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***,There was a change in our warehouse locationThis is a rare occurrence but does occur with many manufacturers as needs changeWe notified *** *** of this change and sent him the day return policy with the new address in which he signed agreeing to the terms including
the return shipping locationSmooth Fitness has done everything we could to accommodate *** *** regarding the returnAt this time our only returns location is located in TN, in order for a refund per our day policy *** *** must sent the unit backto the address that was agreed upon in TNPlease see the attached approved day policy.In light of the above information we ask 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: ***
I am rejecting this response because:It has taken a year to get parts to fix the issue and it is still not fixed I called *** *** from *** fitness who ordered another motor from Smooth in November/ I didn't receive that part until May/Also, the product isn't rocket science The parts are plug and play If they don't work, they don't work I am extremely capable of plugging and unplugging wire harnesses and working with a few nuts and bolts The last I heard (weeks ago) was that Smooth was contacting their manufacturer to see what may be the issue I even sent them video of the problem Its delay after delay with this companyBut just to appease them, I will get *** Fitness in again to look at the machine When they do, I expect the parts ordered to be sent immediately Not months laterIf this doesn't fix the issue, I expect a full refund or a complete replacement
Regards,
*** ***

Dear *** ***,
face="Times New Roman">
This complaint was mistakenly filedOur records show that this
account was credited on 1/17/in the amount of $*** *** can check
her bank or credit statements for the credit around the 1-17-If Ms
Beauvias has any other questions or concerns she can contact Smooth Fitness
Customer Service
In light of the information above we respectfully request
that this complaint we closed as resolved
Sincerely
Smooth 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: ***
I am rejecting this response because:No one has contacted me about anythingSmooth Fitness has both my telephone number and email address form my original complaint to themWhen I ordered this part originally, it was to be shipped the next day and my credit card was charged that dayThe shipment was cancelled by the Service Manager when I checked my original sales date and realized the part should have been under warranty and he refused to honor the warrantySmooth Fitness did issue a credit to the credit cardAs before, if and when the part shows up I'll close this complaintGiven the continual misinformation put forth on this matter by Smooth Fitness I do not have a warm feeling that I will ever receive the part.
Regards,
*** ***

Dear [redacted],
"Arial","sans-serif";">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
###-###-####