Smooth Fitness, LLC

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 [redacted]...

[redacted]’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###-###-####

Dear [redacted],Smooth Fitness is repairing the product under warranty at no cost to [redacted]. As with any consumer product with warranty coverage i.e. automobiles, major appliances etc.. the 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###-###-####

[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 Revdex.com 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. Revdex.com 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.

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Wed, Jul 16, 2014 at 10:58 AM
Subject: Case file # [redacted].
To: "[email protected]" <[email protected]>
Dear [redacted],
At this time we ask this this...

case be closed as resolved. We have send a technician to repair the damaged treadmill. Please see the attached service work order signed by [redacted]. We do apologize for any damage to the unit that may have occurred during shipping and for any inconvenience toe [redacted].
In addition we would like to ensure both the Revdex.com and [redacted] that Smooth Fitness does not sell refurbished products.
 
Since the unit is fully functional we ask that this matter be closed as resolved.
 
 
Sincerely
Smooth 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 site. He 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.
[redacted]

Dear [redacted],[redacted] order a product from Smooth Fitness. After the product was ordered [redacted] online where she had selected the full pay option of $256.74 vs. selecting the $19.95 trial fee selection with monthly payments. The amount charged was [redacted] selection....

After the order was placed she wanted to cancel the order. By the time [redacted] contacted the processing center the unit had already shipped. Our customer service staff stated that she only need to refuse the shipment when it arrives and when it is returned to Smooth Fitness she would be refunded the full amount.Currently the tracking shipment shows that the unit was refused and it will be shipped back to Smooth Fitness. Once the unit arrives the account will be fully credited.   SincerelySmooth Fitness Customer Service###-###-####

-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Oct 14, 2014 at 11:36 AMSubject: Fwd: Repeated ComplaintTo: [redacted]>
---------- Forwarded message ----------
From: [redacted]
Date: Sun, Oct 12, 2014 at 4:43 PM
Subject: Repeated Complaint
To: [email protected], Customer Service <[email protected]>
>
>
> Dear Sir/Madame,
>
> I am a very disgruntled customer! I bought an DMX Elliptical from Smooth Fitness around 16 months ago and the machine has not been functional much at all! I have called numerous times and spoken with numerous individuals with no avail. I 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.com. The first was closed because smooth fitness gave false 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 future. Smooth 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],This product was service by a service technician that [redacted] hired. The Smooth Fitness Service Department believes that the technician damaged the component during the repair process. [redacted] can send the part back to Smooth Fitness for evaluation. If the...

component was not damaged by the  technician Smooth Fitness will refund for the return shipping. SincerelySmooth Fitness Customer Service###-###-####

Dear [redacted],We have contacted the customer and we will send [redacted] the parts need to make the bike fully operational.SincerelySmooth Fitness Customer Service[redacted] ext. *

[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:
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 machine. Power surges, static, and other over current conditions. I was told that they weren't  going to cover it because they were a new company and wouldn't cover the cost. It is impossible for smooth Fitness to make such claim. I honestly think they are trying to get out of honoring their warranty. The control panel works partially and that wouldn't be possible if their claims were true. Several customers are having similar difficulty with Smooth Fitness warranty coverage.
Regards,
[redacted]

Dear [redacted],This institution purchased a residential product for a commercial setting. They self assembled the machine and an error in the assembly process may have created the failure. Since the product is no longer warrantied [redacted] apartments will need to hire a technician to troubleshoot and repair the unit. SincerelySmooth Fitness Customer Service###-###-####

Dear Ms. [redacted],We have been working with [redacted] regarding the repair of the product. We have sent many replacement parts at his request even though he has not had trained technician on-site to diagnose the problem. As a courtesy Smooth Fitness has also tested components from...

his product and have verified that the components are perfectly functioning.Since [redacted] is unable to diagnose the actual problem Smooth Fitness has requested that he has a qualified technician diagnose the true problem. Once this has occurred the technician should contact the Smooth Fitness Service department to order the correct parts if needed.We request that this matter be closed.SincerelySmooth Fitness Customer Service[redacted]

Dear [redacted],Smooth Fitness will honor the warranty as stipulated in the warranty terms. The demands of [redacted] are unreasonable as we have serviced [redacted] as warranted. [redacted] stated “I understand that Smooth Fitness is within the letter of the law´ indicating we are following the terms of the warranty agreement so any further pursuit of this matter by the Revdex.com is unjustified.We request again, that this matter be closed as it is completely unfounded. 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 response. If 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 repair. They have ignored my lawyer's request for return of product. I have waited for over 3 months (new product not usable) for Smooth Fitness to do something. I have made phone call after phone call, with no action on their part. Repair of their product is no longer a satisfactory resolution. My request was clear - full refund & return of their product!Given a 3 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 burden. Is 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 3 months of broken promises.I want them to take their product back then I will not pursue further legal action.
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: Two technicians were here on June 24, 2014. Smooth Fitness copied their findings in their email to you earlier today. The 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]

At this time we ask that this case be reopened and closed as resolved. This customer did not maintain their treadmill as stipulated in the manual causing a failure in the parts. This was not a manufacturing defect but neglect. The 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 failed. As with this example, the manufacturer cannot be expected to pay to fix the owners error.
 
Attached you will see the manual. Please reference page 16 and 17 for the maintenance requirements and page for 27 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 will contact [redacted] regarding any issues he is having the product. Smooth Fitness is willing and able to repair the treadmill as per the warranty terms. We will have the Service Manager contact him immediately to arrange for the repair...

appointment.SincerelySmooth Fitness CustomerService###-###-####

[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]

Dear [redacted],
We do apologize for the delay in the warranty...

service for [redacted].
[redacted]. We have worked diligently to dispatch an new service technician to
repair his elliptical. As of today [redacted] has been contacted by the service
tech and has an appointment for tomorrow at 3 pm.
 
We respectfully ask that this matter be closed as resolved.
 
Sincerely
Smooth Fitness customer Service
###-###-####

Dear [redacted]Our service department has notified [redacted] that the part is on backorder and that we will ship the part to him, once it arrives. The part is due to arrive at Smooth Fitness next month.   SincerelySmooth Fitness Customer Service###-###-####