Universal Technical Services

I was told that I would be contacted to set up annual maintenance for my tread millAs of Sept 8th they have not done so

Dear [redacted] , I am sorry for the late responseI have spoken to the UTS manager and this is his reply"The customer purchased a service plan and the address where the customer is located is not on the main land of the United States Although the customers address shows a Maine address the customer is off the coast of Maine and a Ferry must be taken to arrive to the customers home In the Terms and Conditions of the Agreement states "Additional time and mileage for in-home repairs outside of twenty-five (25) contiguous land miles or the service radius of the authorized service center are not covered by this Agreement The service radius for this area is miles and the customer is miles away from the service center The cost of sending the technician with mileage and ferry charges totals $ The customer does not agree to pay for the mileage distance thus the service is not covered under the Agreement The next available option is for UTS for refund the Service Agreement in full or provide the customer with a credit amount for the original purchase of the unit ($799.99) to choose a replacement unit to be sent to the home curbside delivery Customer does not want to accept any of the options provided by the Agreement The customer will need to choose which option she will accept per the Terms of the Agreement." Please let me know if you have more questions

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 We have been in contact with each other and I will soon make a decision on the options presented to meThank you for your efforts in this matterI truly appreciate it Sincerely, [redacted] ***

Dear [redacted] , I apologize that this has been such a hassle on your machineI see that the tech has fixed the unitIs this true? To get refund on the warranty you would need to call inPlease call this # UTS Main Line ###-###-####If you need anymore help let me know thanks

Dear [redacted] , I am sorry over the confusion on your warrantyCan you verify if we are talking about your ntel71312, or your epelPlease let me know which one, also the warranty you purchased did not come with maintenanceIt only covers parts and service for a unit that breaks downPlease let me know which machine, so I can figure out why UTS agent returned your warranty

Complaint: [redacted] I am rejecting this response because: I absolutely did live up to my end of the contract I asked the supervisor "Kyle" about being told UTS did not "feel the need" to help me He first denied this was said Then I gave him the conversation verbatim and suddenly he agreed that was indeed what was said Instead of apologizing or even just saying the CSR had a poor choice of words, he stood by the statement This reaction by UTS was shocking Therefore, I do not accept their response to my compliant and intend to be very vocal with others about my bad experience with this company Sincerely, [redacted]

Dear [redacted] , Email me when the unit is fixedI believe the unit has to be working before we allow purchase of the warrantyI would love to get you helped out thenMy email is Justin.l [redacted] @iconfitness.com

Dear [redacted] , I am so sorry for all this back and forthI am going to setup a service tech for, on the manufacture sideI would call the UTS dept at 800-677-3838, just explain everything to themI just don't want you to be waiting for ever for a repairExpect a call next week sometime from the tech

Dear [redacted] ,Hi [redacted] I am sorry for the late responseI would to get your machine workingCan you give me an update on serviceHave they contacted you? If they haven't let me knowI will take this to their managerI rally do apologize for thisI will make this right for you

I apologize for the inconveniences and the lack of follow upI have let sup visors know in UTS about the lack of follow upThanks you for the information to improve out businessPlease contact us if you need anything else thanks

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 Sincerely, [redacted]

Complaint: [redacted] In the response from Nordic Track they stated they turned the complaint over to UTS UTS , as you probably know is owed by Nordic Track and resides in the same building I am rejecting this response Their response is totaling unacceptable As a reminder we have been without use of the elliptical since the middle of September even though we contacted them at that time to have the equipment repaired To date, we have received only a portion of the required parts to repair the elliptical We had asked and were promised for expedited shipment of the parts The remaining parts to repair the equipment were shipped but not expedited and to date, we have not received the necessary parts Also we had asked for an extension of the warranty to cover the unacceptable loss of equipment use This was denied by Nordic Track At this time, we do not know when the technician will be able to repair the elliptical This could take many weeks for the technician to fit us into his schedule To reiterate, we asked for expedited repair of the elliptical and this was not done In addition, we asked for an extension of the warranty and this was denied At this point we still do not have a time when the equipment will be repaired and usable If the equipment is not in workable conditions by 12-18-15, then we feel it is and fair and appropriate that a complete replacement of our current elliptical including delivery, assembly and extended warranty be made I cannot stress the lack of customer service and concern that NordicTrack and their division UTS has displayed This does not even take into account the amount of time and stress that we have had to endure to resolve this issue which is still not resolved Certainly over months to repair an item under warranty is unacceptable by anyone standards Sincerely, [redacted] ***

Dear [redacted] , I am sorry how long the reply tookI was told UTS has setup serviceDo you still need help with your warranty?

Dear [redacted] , I apologize for all the inconveniences we have put you throughWe have been reaching out youWe want to let you know the machine can be replacedPlease give us a call at 800-677-

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 as long as they follow through with sending out technician to order correct parts and complete repair I would like ke to keep this cas open until repair is complete Sincerely, [redacted]

Dear [redacted] ,I apologize about the lack of contactThe tech has told us he will be contacting you todayPlease let me know if this is done

Dear [redacted] , I do want apologize for the inconvenience with the technicianI had a supervisor call you to help resolve the issueI was informed that since the terms and conditions of the agreement, were not keptWe are not able to extended your warrantyIf you need service and parts, we can get that resolved for youI apologize again for this, if you have any issues please call us

Dear *** ***, I am sorry for how long you machine has been brokenI am going over your account and I see a PR has been startedThis means you will be getting a replacement unitYou should have an email from the PR deptIf you don't let me know, also if you have questions please let
me know

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.I thank UTS/ICON fitness for resolving this issue
Sincerely,
*** ***

Yes the tech came and corrected the issue.
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
Sincerely,
*** ***