Xceleration Fitness Systems

Review: I purchased an elliptical that arrived many weeks later than expected. When I would ask for a status update on the shipment Xceleration Fitness brushed it off and said it wasn't their responsibility to locate the product after it left their warehouse. The elliptical was delivered by an individual that was in a big hurry to leave and the machine had a great deal of packing tape, cardboard and bubble wrap. Despite my best effort, I was not able to inspect it while he was here. When I unwrapped the machine I found it was broken and submitted photos to Xceleration Fitness. I emailed and called many times and it took weeks to hear back from them. When I finally received a response they made it clear that since I accepted the delivery, the issues were all mine but said they would send parts since I was under warranty. I received one part of the four that were damaged and they still have not scheduled an install and will not respond to countless emails and voicemails. I have requested to return the product because I have no faith in dealing with a company that has such poor customer service. I have never experienced this type of treatment from a business.Desired Settlement: I would like a full refund for the product.

Business

Response:

As stated by the Business. Regarding Complaint #10739796 The Customer purchased from us on 4/7/2015 she received her elliptical 5/7/2015. At the time of purchase we always quote a time frame of 28 business days on refurbished equipment. The Customer signed for the equipment from the freight company. Once she opened she noticed that there were shipping damages. She called and I mentioned to her to please file a claim with Roadrunner since she already signed for the item. In the meantime I asked her to please send me photos of the damage so that while we are waiting for the claim to go through we will help her fix the elliptical. Parts were sent to her and she has received and that a Technician would be out to install the parts. The Customer stated that she does not want the elliptical anymore. If she does want to keep the elliptical and wishes to return she will have to pay shipping costs and the cost to palletize this. We will waive our restocking fee. Sincerely, [redacted]

Review: I had contacted Xceleration Fitness Systems in regards to a LifeFitness Treadmill 95T Engage.I spoke to [redacted] and he assured me the refurbished equipment would be like brand new as they go through every piece of equipment to insure that it is like new when they send it out. I purchased the unit on April 14,2014 and it arrived approximately 4 weeks later. I believed [redacted] as he told me he does a lot of repair work for LifeFitness.I received the unit and right off the bat there were problems. The first issue is that the plug was not for a standard electric outlet, and [redacted] said they should have changed that before shipping it out and that I should cut that plug off and put a standard plug on it. I called an electrician and LifeFitness and they both said no you need to change the outlet, so I did. Once the first problem was corrected I then discovered that the belt was not new, as promised, and they did take care of that but in the meantime, we also discovered that the touch screen did not function properly and the headphone board had to be replaced as well. The touch screen does not operate properly and [redacted] said that he would replace the console but these machines had problems and they would be taken off the internet and they would not sell them and the consoles are expensive to replace. I felt that this was going to be a problem and as it turned out he has not replaced the console and they are still being sold on line. He also told me he had to wait for more machines to come in and he wanted to take one off a machine that came in and test it before sending it out to me. Foolish me, I believed him. I did not believe him any more as he stopped returning my calls, emails or text messages. I went on his site and went on a chat lineand they told me they had plenty of theses machines in stock. In my opinion this company is a scam. I also talked to Life Fitness and he is not an authorized service center. I need this machine as I had a stent put in this past year and I need it for my cardio workout.Desired Settlement: Just want what I paid for and what I was promised. I want a new console so I can use the machine.I really feel this company is a scam because any ligitimate company would have taken care of this a long time ago. [redacted] will not return cals etc and I did say some nasty things to him in a voicemail and email as he was not respoonding at this point and he has done nothing but lie.

Review: According to the customer they ordered a Arc trainer and was suppose to be delivered in 60 days. The customer never received the product and the business on 2/28/2014 was to issue a refund. It's been 30 days and the customer has not received the refund.Desired Settlement: Refund - The customer would like the business to credit his credit card.

Business

Response:

Dear [redacted]

In regards to this querie, a refund had already been submitted 2 weeks ago on the customers original payment method.

Review: I [redacted], paid Mr. [redacted], $16,300.00 on July 21, 2014 in the form of a check from my Chase Bank account, for the purchase of fitness equipment to start a fitness center. Mr. [redacted] promised that the equipment was going to be delivered within 7-21 days of my purchase. I been calling Mr. [redacted], and he will not answer his phone instead he is sending text, and having someone by the name of [redacted], to call me. He told me from the start of business that I will be dealing strictly with him. Each time I called him before I paid him my $16,300.00 he answered all my calls. Now, he want answer at all. However, on August 8, 2014, I text him inquiring an update on the shipping of the equipment he sent a text around 7:00p.m. stating he was going to give me a call that Monday, once the Schneider Freight, pick up the shipment. However, on Monday August 11, 2014, I text him inquiring of the tracking information he promised to call me with, in turn didn't respond. But had [redacted], to call and say the equipment shipped late Friday August 8, 2014, and will be delivered to me September 15, 2014. I can not tolerate dealing with Mr. [redacted], Unprofessionalism any longer. I am requested my full refund of $16,300.00. So, I can move on and purchase my equipment elsewhere.Desired Settlement: I am request a full refund of $16,300.00 within 7-10 days.

Consumer

Response:

Review: 10175533

I am rejecting this response because: Yes, Let's stick to the facts! (A) For the record, my check #200 written on Chase Bank on July 21, 2014 was negotiated that same day, July 21, 2014, at Chase Bank Branch #552, and (B) Xceleration Fitness Invoice #33054 was stamped by your office paid on July 19, 2014 for whatever reason but, I was in route to California from Mississippi and did not arrive until July 21, 2014 to do business with you in which all business was transacted with you on this date (July 21, 2014). If this was a prior paid invoice before I arrived and stamped paid in full July 19, 2014, how can it be synonymous with my order which was still to take place on July 21, 2014? What do your records indicate? Was this a mistake or a duplicate of a prior customer's purchase? Nevertheless, below are the questions I have asked over and over and caused apprehensions in dealing with your company and the very issue at hand at the present time: (1) What and where are the serial numbers for my equipment that validate a legitimate purchase? Not one is in my possession! What order was shipped on August 8, 2014 by Schneider? When should I expect to receive it yet? Again, what are the tracking numbers? When does your record indicate that it arrived and was refused???? (2)If my equipment shipped by Schneider on August 8, 2014 as your business said, why was Caliber (Mike Choi) calling me on August 13, 2014 verifying that he had a shipment prepared to leave California and would arrive on or about August 19 or 20, 2014? Your correspondence states August 18 or 19, 2014. Why the many discrepancies? (3) Where are the tracking slips for Schneider's shipment and where are the tracking slips for Caliber's shipment??? How could this occur if this was a (1) special order? (4) Where is the documentation of my acknowledgement/refusal of my equipment which I looked for desperately to arrive in Mississippi? What are the dates of either or both shipments in Mississippi (5) If you paid the freight companies in advance, where is the customer receipt and why did you not honor your free shipping charge obligation of the invoice. (6) Where, then, are the receipts that verify your shipping charges which incidentally was never inferred or agreed to in and above your guarantee of absolutely free shipping? (7) If you can validate the aforementioned questions by a desperately deprived customer to a business which you characterize as: "Stand by our product and have been doing a great job since 2006" but which received $16,300 in good faith money and total payment for all business concerning and between Xceleration Fitness and Lesia Washington: Unanimously, I am ready to receive my order in full at the ship to: address listed on the original invoice. Otherwise, I expect and am entitled to a full refund of $16,300 as requested on August 11, 2014 prior to filling this urgent request for help from Revdex.com which angered you and caused you to make connection with Caliber to cover your neglect and untruthful misleading information about the shipment concerning the whole deal of the order. When Caliber called, he validated that the shipmnent had not even left California. This in itself was enough for anyone, especially me traveling to Califonia to look at my equipment and pay the full amount of all the equipment I picked totaling $16,300, and returning home, waiting patiently and counting down the days, and am still counting. What a travesty!!!!!!!! FINALLY, PLEASE, PLEASE, PLEASE SEND MY ORDER OR MY FULL REFUND ASAP!

Regards,

Don't buy from this company, they will not stand behind their warranty.

We used to use the recumbant exercycle at the community center but often it was occupied, so we decided to buy one ourselves. The community center has Precor brand equipment which is very solid. We tested exercycles at several stores but did not like any because they all seemed jerky and their braking system was not smooth or consistent, so we decided we would stick with Precor. We found that Xceleration Fitness Systems sold them and when we called, they said they happened to have a re-conditioned one for sale. We bought it and after it arrived we found that the resistance did not work, so we told them. They sent someone over to fix it (it was a wire that somehow got disconnected from its terminal inside the machine) and it works fine. I love the machine! Very happy.

Review: It's difficult to only select one from the "complaint type" above. I purchased a refurbished elliptical machine from this company that has a 1 year warranty on some parts, lifetime warranty on others. The machine was significantly damaged during shipping and I refused the shipment the first time. The salesman told me to accept the shipment and they would order me replacement parts and send a repairman. That was July 16th (machine purchased and paid for on June 18th). We communicated of and on for months while I awaited repair to my broken machine. They have since stopped taking or returning my calls or responding to my emails. It is now November 6th and I am still out $3000 and have a broken machine that was supposedly covered by a warranty.Desired Settlement: I do not have what I paid for after waiting patiently for almost six months. I would like a refund.

Consumer

Response:

Review: 10298025

I am rejecting this response because:

Review: My wife and I purchased a refurbished Stairmaster 7000 Stepmill from Xceleration Fitness, via Sears Online, on 12/16/2014. Upon delivery on 1/23/2015, the machine did not operate at all. Xceleration Fitness submitted a purchase order to Exercise Equipment Northwest, and a repair person came to my home to repair the machine. We were told by [redacted] that all the machine's parts were old and that the alternator and power cord needed to be replaced. After those parts were replaced, the machine was still very tight, slow moving and noisy, and would not even register my wife. A third service call was unhelpful, as the repairperson, a different one, refused to cooperate with Stairmaster in resolving the machine's issues. The machine still does not function in the ways mentioned above, so we have requested a full refund. Xceleration Fitness claims a no refund policy, and is refusing to accept a return unless we pay for the shipping costs both ways as well as a 20% restocking fee. While we can accept a no return policy for a functional product, we are filing this complaint because we cannot accept a no return policy and the costs Xceleration Fitness expects us to incur, given that the product arrived with old parts, did not work and still does not work to any person's or gym's satisfaction. We respectfully request a full refund of $2599.00.Desired Settlement: We desire a full refund of $2599.00. We expect not to pay for return shipping nor for restocking.

Business

Response:

To Whom It May Concern,

Review: On 12/17/14, I bought a Precor EFX 576i from:Xceleration Fitness Systems AKA Gympros3030 Lisa CourtNewbury Park, CA 91320The machine arrive on 01/20/15 with the handle bars severed and with a broken console. After several attempts to repair the machine to no avail, the machine was returned. A replacement elliptical was received on 03/31/15.Unfortunately, the replacement elliptical has not performed well because certain parts of the machine are not functioning properly. The elliptical was supposed to have all new parts and several of the parts are worn out and/or broken. I am disappointed because I have not received the requested replacement parts that are covered under warranty despite several requests over the past 6 weeks. I have spoken to R[redacted], the owner and B[redacted] in customer service and both have not responded to follow-up emails and phone calls after assuring that the parts would be received weeks ago.To resolve the problem, I would appreciate a partial refund of $500 in order to cover the costs to have the machine fix. I attached a copy of the work order with the repairs that need to be made.Desired Settlement: Requesting a $500 refund in order to hire someone to fix the elliptical machine.

Business

Response:

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.

Consumer

Response:

Review: 10684836

I am rejecting this response because:The company did not have a technician contact me and I still have not received the replacement parts that are supposed to be covered under warranty.

Regards,

S[redacted]

Business

Response:

The parts have finally come in however we have decided to have another technician come out and check out your machine. I have been in touch with The Revdex.com on this matter so that we can get this resolved. I have already sent the purchase order to the company that picked up the other elliptical. He will be in contact with you later today. Thank you

I have been searching for a Stairmaster for 2 months. I found Xceleration Fitness and received the best deal to purchase. The owner even upgraded me to a better newer machine. I did have to wait a couple of weeks for my order but it was well worth the wait. The machine showed up beautiful. Very Satisfied with the service and the product.

I recently purchased a refurbished elliptical. I must say after shopping around for a couple of months not only did Xcelertation Fitness have the best prices I was also extremely happy with the service. All my questions were answered in depth which made me feel like I was in good hands. My unit arrived with no damages. Xceleration Fitness also worked with me in having my unit delivered inside my home. Excellent Customer service. Overall a very positive experience!!