Xceleration Fitness Systems

My experience: Disgusting, Horrible, terrible, Staggering, Awful....
In my opinion, my experience with the quality of the product, my experience with customer service, and my experience with management is the worst experience I have ever encountered in 45 years. I purchased this product in January and as of July 4th I have made almost no progress. In my opinion, this is the worst company I have ever encountered. In my opinion, Xceleration fitness i.e., http://www.xcelerationfitness.com or GymPros i.e., https://www.gympros.com should not be trusted. I cannot express in words how terrible my experience with this company has been.
I spent over $2000.00 for a product that does not work and after 5 months Xceleration fitness has not fixed the problem.

The customer received shipping damages. This is not a warranty issue. As Per our store policies that the customer signed we are not responsible for shipping damages. However actin in good faith  We have sent over several parts and ordered a technician out for repair. There are a few things...

that are needed to help complete the repair from shipping damages. I have already requested from our warehouse for a console to be sent. The customer is aware that this is not a warranty issue but we are helping to repair what was damaged from shipping.

Hello
What I told the customer today was that their invoice was so old that it was not in our system. We have been using this new system for 2 years now and that I had to check the warranty on there purchase. I also told them that I do not even know what they ordered. I have...

submitted the information to our corporate office to open the archive of older orders and send me a copy of their invoice. Either way weather it is still under warranty or not they can send in to Nation Gym Supply for Repair. 310-410-4200. I told them that I would get back to them later today after I receive the information.
B[redacted]
GymPros

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11189082, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: 10568790
I am rejecting this response because:
I purchased this elliptical for $1350 dollars on April of 2014, I did my research so I thought on the product and company I was buying from. I read a bad review they had and the owner told me that this review was from a older person who didnt understand the product and I believed it well same on me. The machine came to h*e appeared to be in good condition, we turned it on and it was making a strange noise, I called them and the owner asked I remove the back end of it and I had to striaghted out a spinning part which was bent and mis alligned possibly during shipping no big deal. They refunded me 75 dollars which I thought was fantastic. Then while using the machine when the machine would move up and down it was making a really strange knocking noise. I called them and sent them video of what the machine was doing they said they would have someone come out. A month later still no one came after serveral calls finally a repair person came out, they stated they needed parts and contacted xceleration fitness who said they were sending parts. well after 2 months of this and still no parts and me contacting them at least 20 times via emal and phone calls they stated they were trying to get parts. Another month later the parts arrived and the repair person came back. Well the parts they send were wrong and this is where is gets very frustrating for me. I understand that some parts can be hard to find but they including the owner R[redacted] will not return my calls and I believe he has even blocked me calling his mobile when all I am asking for is status on the repair. I call the offices and they say they will check with support and then dont call back. I have gotten several calls from the repair company that they were using asking if I heard anything from them because the repair company would like the repair done as well. I have been trying to contact them for several months now and still have not gotten anywhere on the repair. The unit has been in my wifes workout room for almost 10 months in pieces and still not usable. My next step is small claims court to try to recover my money. I really dont know what else to do. I am writing to this venue and the Revdex.com to try to help others be aware.
Regards,
Scott Boucher

As stated by the Business.
 
We have decided to send out a different tech and do another evaluation as we truly believe that the unit does not need parts but will be a minor...

adjustment. I will contact a technician tomorrow.

On all our orders we quote an estimated  time frame of 14 -28 business to get the order out and deliver. We never promise an exact delivery date as sometime we have no control over the time frame. After it leaves our warehouse the freight company at times will also have delays. W[redacted] signed...

his invoice agreeing to the terms. I told W[redacted] that the freight company already had his unit and was scheduled to ship this out. If W[redacted] wants to cancel he needs pay a restocking fee and the return fee of the shipment back to us. He can look up our store policies online.

I own a gym in Ventura County and always use Gym Pros / Xceleration Fitness for all my equipment needs. I will definitely use them again.

Hello,
Scott made his purchase back in April of 2014. He called in February to request a service call. We did make a call to a Service Tech who told us that he would service the call when he was in the area of where our client lives. The  Tech did send us a list of the problem...

and requested that we order parts. I informed Scott that Precor no longer makes this model and we had to wait for a used unit to come in to take the parts off to send to him.  A unit finally came in and the parts are on there way. We have provided the client with a tracking number for the parts and requested for him to let us know when parts arrive so that we can get the tech out there. It is hard at times for customers to realize that these are used/refurbished units and getting parts sometimes is a task.
Thank you,
B[redacted]

Bought PRECOR through amazon and during shipping it was damaged. After multiple phone calls, being transferred from one person to another, it was pretty clear they had no interest in taking care of my damaged equipment. Customer service i.e., Robin came across nice and helpful initially. In the end, however, she was simply passing me from one person to the other, she never returned phone calls.

Review: I purchased a elliptical (exercise Equipment) , The equipment was making a very loud clanking noise when in use. I contacted the company beginning in february. I was told they would have a service tech come out to repair the unit. After multiple emails to the company and about a month later a service tech came to try to repair the unit. The service tech could not fix the unit because he needed specific parts. I understand this. So the service tech contacted xceleration fitness and informed them of what was needed to complete the repair. I have over 20 emails to xceleration fitness to ask about status on the repair with no response. Finally I sent a emailing informing them I am contacting the Revdex.com in I dont have a set time and date for the repair. At this point I was contacted back saying they were waiting for the part, mind you it has been over 6 weeks since the repair tech was at my place. I emailed them back immediately stating I wanted a set time and date or I will follow through with contacting the Revdex.com and proceeding to small claims court. Well, they did not respond and now I am taking the steps of Revdex.com and filing in small claims for complete reimbursement. It is very unfortunate that it has to come to this but I have no other choice. I have a $1400.00 elliptical that can not be used.Desired Settlement: This is the first step prior to small claims court in which I will forward with. I would like complete refund in the amount of $1350.00 dollars for the product that is not usable and which I was mislead to believe was a factory refurbished elliptical with full warranty. Thank YouS[redacted]

Business

Response:

Hello,

Review: The seller and owner [redacted], sold us a stairmaster for 1000.00 and we unfortunately paid cash on delivery. The stairmaster stopped working after 4 days. He said he mailed out a power/charger two weeks ago and we still have received nothing. We also have a 6 month warranty on a stairmaster that does not work. Roy will not answer calls, voicemails or emails. Believe me, when you are going to purchase roy answers his phine and emails every time. Once he has your money for get it.we are taking him to small caims court and until then we are out 1000.00 and not stairmaster.Desired Settlement: REFUND ONLY

Business

Response:

Xceleration fitness received a service request of faulty Stairmaster machine by client and were in wait for the acquired parts from manufacturer to complete clients request. Xceleration fitness since then have installed a new battery and power charger to complete and satisfy clients concerns and needs. Thank you.

Consumer

Response:

Review: 9685166

I am rejecting this response because: Xceleration Fitness Roy Crocker, did NOT send a battery or Charger. I have Not received anything including response regarding the parts missing and the Stairmaster not working. Roy is having someone from another company Not associated with Xceleration Fitness come to see the Stairmaster. To date: Nothing has been solved. I would Not do business with Xceleration Fitness in the future.

Regards,

Business

Response:

This customer is in my opinion unfortunately is in complete disarray .

My service technician arrived at the customers house to find the unit was in perfect full functioning working condition as it was when it was inspected and signed for when delivered . The client had mentioned that her stepper was in inoperable and this clearly was not the case and needless to say a complete waste of time for my serviceman and all parties involved!

Review: I purchased a refurbished treadmill with a 1 year warranty from this company. Upon arrival and initial testing several features and accessories were not working and/or missing. I have repeatedly talked with the customer service person. She would always say she would call me back and seemed helpful but NEVER called me back and all I have received was the run around. I have made as many as 10-15 calls to get this resolved with no or little progress. They have no intention of repairing the unit that is defective even though it was to be fully refurbished. Eventually, they found a local repair service to diagnose the problems and this repair service has issued details describing all the problems with the treadmill. There is no response from this company (Xceleration Fitness Systems) despite several attempts by the repair service. This has been dragging on for over two months with no satisfaction.Desired Settlement: They need to pay for the repair service to correct all the issues found on their "refurbished" treadmill. This is under a 1 year Warranty as well.

Business

Response:

Hello,

This has been, without a doubt, the worst consumer experience I've ever had. I bought a 6 month warranty on a Stair Master stairmill. It hasn't worked since day 1 due to a broken console board. I contacted this "business" the first day. Brie keeps telling me that she'll ask Roy about it and courtesy copies him on the emails and I don't receive a resolution. I email them every 2 weeks now- previously every week, and still have a faulty $2,700 Stair Master. DO NOT PURCHASE OR TRUST this organization. I am now on month 5 of a constant battle for them to honor their warranty. WORST customer service!!!!

Roy C. the owner answers your phone calls and emails when you are inquiring about a purchase. Once the purchase is made and there are problems he does not return emails or phone calls. The company does not follow through with fixing equipment that has broken parts and doesn't work fully that is supposed to be under warranty.

they never honored the warranty of parts and labor

I purchased 4 used treadmills and they had inferior parts and always breaking down but xceleration disappear when you need parts replaced

Review: On May 12th of this year, I contacted Xceleration Fitness (XF)/Gym Pros and ordered a refurbished Precor 576i Elliptical Trainer. The agreement stated that I would pay $3099.00 and I would get a completely refurbished elliptical trainer delivered to my home. The full payment was remitted to XF on 12 May 2015.I received the first machine on 29 May 2015. This machine arrived in a severely damaged condition, which was duly noted with the shipping company. I immediately provided XF with pictures to document the damage. After a substantial delay XF sent out a technician to estimate repairs. These repairs were deemed too costly by XF and they decided to send me a replacement machine. The second machine arrived on 31 July 2015 and was also damaged (the left handlebar was bent inward and hits the users left hand/arm during use). We agreed that XF would replace the part and I have been waiting for several weeks with no resolution. I have corresponded with XF on numerous occasions to find out how and when our agreement would be honored. Up until the last 4 weeks XF has always responded but have failed to take the final actions necessary to end this situation. It has now been more than four and a half months and I still do not have the elliptical trainer in the condition as promised. In the last contact I had with XF, they stated that the delay was due to the size and odd shape of the part. I do not see how they can ship me two complete (although damaged) machines with no problem but can't get the replacement part to me in a timely manner.Desired Settlement: Since the timeframe of this situation has become ridiculous (almost five months now) and I am unable to use the machine in its current condition, I have contracted with the local fitness equipment repair company (the same company used by XF to evaluate damage to the first machine) to provide me with the replacement part and affect repairs forthwith.I am asking that XF reimburse me the cost for these parts/repairs in order to conclude our business as stated in the original purchase agreement.

Business

Response:

**-As stated by the Business. I received your complaint from the Revdex.com. I do apologize for this taking so long to ship the arm to you. We were waiting for a shipment that was to be picked up later this week to send it on the Truck for delivery in Arizona as I told you before the piece was a very odd shape that the regular UPS would not accept as a delivery. M.P. to settle this and to make it easier for you I will submit to accounting the amount you are requesting $364.08

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10840405, and find that this resolution is satisfactory to me. I do though, reserve the right to resubmit the complaint should the business fail to remit the agreed upon compensation amount in a timely manner.

V/R,

M[redacted]

I ordered a precor elliptical for my condo. I was very stressed about whether the machine would fit through the door/elevator and the delivery process. Roy was absolutely amazing at explaining the process, keeping me informed, and getting the delivery expedited. His approach to customer service is unmatched and he genuinely cares about his customers. I would absolutely recommend the company if you are interested in purchasing gym equipment, even if it is just one machine for your home. The unit arrived clean and great working condition. The delivery company got it right up to the second floor and placed it exactly where I wanted it. Roy was amazingly helpful and patient, answering all of my questions and concerns. I highly recommend the company.

Review: I purchased an elliptical from Roy Crocker that came with a One year Warranty including parts and labor. The elliptical arrived with damages and I reported that issue to him right away. It has been more than 9 months and Mr. crocker has not fixed damages under the warranty. He also stopped answering my calls and emails and kept making excuses. The damages are worth $800 and I ask him to fix these as it is affecting the functionality of the product.my warranty is still valid for this elliptical.Desired Settlement: I want him to give me either a $800 refund or send a certified Precor technician to resolve the problems with the elliptical. My warranty is still valid but be does not respond to my queries and always makes excuses.

He will tell you what you want to hear before the purchase, after, get ready for a world of BS, excuses, and lies. Caveat emptor.