Universal Technical Services

Dear [redacted], I apologize for all the inconveniences we have put you through. We have been reaching out you. We want to let you know the machine can be replaced. Please give us a call at 800-677-3838.

Dear [redacted], I a do apologize for the confusion with your machine. Since you registered your machine with the wrong purchase date, it provided a ability for a extended warranty. Since your machine is 10 years old, we are unable to honor the sale. A refund has been submitted and...

should be back to you shortly.

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

Dear [redacted], I am sorry for how long this is taking, the Replacement information is in the mail, you should have it next week. If this Revdex.com closes please email me at Justin.l[redacted]@iconfitness.com. I do not want to leave you in the dark.

Dear [redacted],I have spoken to the UTS manager and this is his reply. Please call Uts to get your machine replaced. UTS will cover the Terms and Conditions of the contract as it states for a replacement, we will however, replace the customers unit with the desired model without an upgrade...

charge.  No legal fees or compensation for downtime will be provided as they are not covered by the extended service plan. UTS will associate a new 4 year standard service plan with the new replacement unit.  It is compensation for any downtime the customer has experienced while awaiting a replacement or repair to the current unit.

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],Hi [redacted] I am sorry for the late response. I would to get your machine working. Can you give me an update on service. Have they contacted you? If they haven't let me know. I will take this to their manager. I rally do apologize for this. I will make this right for you.

Dear [redacted], I do want apologize for the inconvenience with the technician. I had a supervisor call you to help resolve the issue. I was informed that since the terms and conditions of the agreement, were not kept. We are not able to extended your warranty. If you need service and...

parts, we can get that resolved for you. I apologize again for this, if you have any issues please call us.

Dear [redacted], I am sorry for the late response. I 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 normal service radius of the authorized service center are not covered by this Agreement.  The normal service radius for this area is 50 miles and the customer is 134 miles away from the service center.  The cost of sending the technician with mileage and ferry charges totals $225.  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.

I apologize for the inconveniences and the lack of follow up. I have let sup visors know in UTS about the lack of follow up. Thanks you for the information to improve out business. Please contact us if you need anything else thanks.

Dear [redacted],I apologize about the lack of contact. The tech has told us he will be contacting you today. Please let me know if this is done.

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

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]

Complaint: [redacted]
I am rejecting this response because: I purchased the plan from Sears.  I never got any other information except the flyer they gave me which did not state there was any travel limit for the service.  I would greatly appreciate either repairing or replacing the treadmill.
Sincerely,
[redacted]

Dear [redacted],I apologize for the late response. I am having Kaylynne f[redacted] to contact you. She is a manager in UTS. She told me she will call you Monday or Tuesday. She is will be able to help resolve this for you.

Complaint: [redacted]
I am rejecting this response because: Thank you for having the parts redirected.  I will let you know how the maintenance goes.  Do you have the pricing list for extended warranty?  We paid $190 initially.  I would not have let the warranty lapse if it was explained properly.  Thank you.
Sincerely,
[redacted]

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 me. Thank you for your efforts in this matter. I truly appreciate it.
Sincerely,
[redacted]

Dear [redacted],I do apologize for the delay on getting the console ordered for you. I have placed the order (#[redacted]). Please allow up to 10 business days to received the item. I will let the tech know we are ordering the part. Please let me know if there is anything else I can do.

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

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