Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Vendor fails to adequately inform Customer that the CORE RETURN POLICY requires core return shipping at the expense of Customer,2. Vendor fails to adequately inform Customer that CORE ********************** VIABILITLY is a unilateral decision retained by Vendor,3. Vendor fails to adequately inform Customer of CORE RETURN TO CUSTOMER options.4. Vendor's DISCARD IF NOT VIABLE FOR REPAIR policy wrongfully terminates Customer's property rights, leaving Customer without a refund and without the core itself.5. Vendor's DISCARD IF NOT VIABLE FOR REPAIR lacks oversight to ensure that customers are not being informed that core is not viable for refurbishment while the reverse is true.6. Vendor fails to adequately inform customers that ********************** are potentially refurbished.

  Business response

  01/08/2025

  The core charge is a refundable amount that you get back when we receive your old, re-buildable part back. This process helps ensure that we are able to continue offering refurbished parts, by incentivizing the return of old parts. In order for your returned part to qualify for a refund of the core charge, it must have a reasonable chance of being repaired. Parts that are excessively corroded, been on fire, etc. are likely not repairable. Cores must be returned to us within 6 months from the original ship date.

  All our return polices stipulate customer pays for return shipping.  We label all refurbished parts on our site as such. 

  We have no intention of changing our policy to suit this complaint.  

  Business response

  01/08/2025

  I want to add that all of our Core Return Policies are listed under the *** section on our website. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/16/24 I ordered 2 treadmill Rear Roller Bearings to repair the rear roller, and 4 Deck Springs for my Vision Fitness T9600HRT (SN TM242C06090293) from FitnessRepairParts.com (FRP). Their website showed that the roller itself was no longer available, but the related bearings (enabling a repair) were available by clicking the link next to the roller listing. All were showing in stock. On 9/17, I learned that only 1 of the 4 Deck Springs were in stock, I called FRP, and reduced the quantity to 1 since they were in-stock at another supplier and would not ship for several weeks fromFRP . This meant I would pay for a second shipping fee. When the reduced FRP order arrived on 9/20, I found that the bearings were the wrong size, and filed online with FRP a return request for the full amount charged for the bearings plus shipping for the bearings. That request included full details and 6 required photos showing my model, SN, old part, new part, etc. On 9/23 FRP rejected that request claiming "-Bearings ordered are not linked to your machine -Roller bearings are not available seperate as they are pressed in at the factory. -Parts listed under related parts are not necessarily components to be built. -Bearing purchased is linked to other machines that carry the same rear roller. They concluded that I must return the parts at my own expense and would at most be reimbursed the cost of the bearings minus a 20% restocking fee..On 9/23, I contested their decision in an email that included screen shots of their web site showing "Roller, Rear Catalog Number: ******** This part is NO LONGER AVAILABLE. You cannot purchase this part.Roller, Rear" and adjacent to it:"Related Parts Retainer Catalog number: ******** Bearing, Sealed Catalog number: 52000257."I ordered 2 of the latter, and they were not the correct bearing. *** stills insisted as of 9/23 that "The rolers ordered are not linked to your machine. This will be a regular return".

  Business response

  09/25/2024

  Customer ordered a Bearing that was not linked to his machine.   
  
  He needs a bearing for the roller.  
  
  Explained to customer that bearings for rear rollers are not available separate and are pressed in at the factory. 
  
  The roller that is on his machine is linked to many different machines and has a bearing listed as a related part.  This bearing goes on other machines this roller is linked to.  
  
  Return shipping is always the customer's responsibility as was agreed to during checkout and during the ** creation.  
  
  
  We will refund the price of the bearings minus the restocking fee once they are sent back.  

  Customer response

  09/25/2024

  Please note that the business's behavior seems to be a pattern.  See the 07/16/2024 BBB complaint regarding Fitness Repair Parts for an almost identical situation.

  Customer response

  09/29/2024

  Complaint: 22337755
  
  I have reviewed the business' response and am rejecting it because:
  
  The business has a website that listed the roller for my treadmill as not available and showed associated bearings that were incorrect.  I ordered those expecting them to be correct.  They were too big.  When the business refused to correct their error, I purchased the correct bearing on ****** from Timken based on the markings on my roller's bearings.  It was not difficult to remove the original bearings and replace them with new, correct bearings.  The business must know this or they would not have shown replacement bearings along on the web page for the discontinued roller.  Note, the roller is self contained with a roller bar, and axle, and 2 bearings. Any treadmill using this roller must use the same size and type of bearings.

  The business owes me a full refund of the price paid, including shipping and taxes.  And an apology for all the time I've spent because of their error and refusal to act on it.

  Sincerely,
  
  ***** *******

  Business response

  10/01/2024

  1.  Customer accepted warranty and return policy terms during RA creation.  

  2. We don't know what else to do to communicate to the customer that he ordered the wrong part.  Instead of assuming and ordering parts for the wrong machine, he could have reached out via phone, live chat or email.   WE would have advised him correctly instead of him just assuming a bearing clearly not linked to his machine would work.  
  
  
  

  Customer response

  10/01/2024

  Complaint: 22337755
  
  I have reviewed the business' response and am rejecting it because:
  The screen shots that I uploaded as part of this complaint CLEARLY show that the bearings I ordered were linked to the roller for my machine. Your denial does not acknowledge those screenshots from your web site. You provided the linkage, and now deny it. 
  
  
  Sincerely,
  
  ***** *******

  Customer response

  10/02/2024

  Please review the attached screen shots from the business's website.  They have not been responsive.  FRP Roller.jpg shows the rear roller for our treadmill, and my treadmill model is shown at the top.  After clicking on the Catalog Number ********, their site brings up the page shown in FRP Bearing.jpg.  For the roller, it states plainly "This part IS NO LONGER AVAILABLE." Then it clearly suggests "Related Parts" and under that "Bearing, Sealed. ********".  That's the part I ordered, and that FRP irrationally claims is not linked to my machine.  Note that the page states "Used on the following models:" "Simple - T9600 - 2007 - Grey (TM242 & TC171W)".  That's my machine.  FRP is not reading the complaint fully, or they are untruthful.  The Bearing I ordered IS LINKED to my machine on their website.  They owe me a full refund and an apology.

  Business response

  10/04/2024

  Rear roller linked to the customers machine fits many many other machines
  Used on the following models:
  ?
  Vision Fitness
  Comfort - T9600HRT - 2004 - Grey (TM53C)
  Deluxe - T9500 - 2006 - Grey (TM181 & TC173B-6)
  Deluxe - T9500 - 2006 - Grey (TM195 & TC17305-4)
  Deluxe - T9500 - 2006 - Grey (TM195 & TC173B-6)
  Deluxe - T9600 - 2006 - Grey (TM182 & TC17305-4)
  Deluxe - T9600 - 2006 - Grey (TM182 & TC173B-6)
  Deluxe - T9600 - 2007 - Grey (TM242 & TC173W)
  Deluxe - T9600 - 2009 - Titanium Silver (TM351 & TM356)
  Premier - T9200 - 2006 - Grey (TM186 & TC175B)
  Premier - T9250 - 2006 - Grey (TM187 & TC176B)
  Premier - T9250 - 2007 - Grey (TM244 & TC176W)
  Premier - T9500 - 2006 - Grey (TM181 & TC175B)
  Premier - T9500 - 2006 - Grey (TM195 & TC175B)
  Premier - T9600 - 2006 - Grey (TM182 & TC175B) Premier - T9600 - 2007 - Grey (TM242 & TC175W)
  Simple - T9500 - 2006 - Grey (TM195 & TC171)
  Simple - T9600 - 2006 - Grey (TM182 & TC171)
  Simple - T9600 - 2007 - Grey (TM242 & TC171W)
  Simple - T9600 - 2009 - Titanium Silver (TM351 & TM355)
  T7000 - ********* (TM30)
  T7400 - ********* (TM22)
  T8400 (TM28)
  T8400HRC - ********* (TM16 & TM28)
  T8500HRC - ********* (TM08)
  T8500HRC - ********* (TM25)
  T8600HRC - ********* (TM18 & TM24)
  T9600HRT - ********* - Grey (TM53)
  T9600HRT - 2004 - Grey (TM53D)
  
  
  While we do have a bearing linked to the roller as a related part, it is not related for his specific machine.  
  
  
  The bearing the customer ordered is linked only to the following:
  ?
  Vision Fitness
  E3200 - 2005 - Grey (CB25B)
  E3200HRT - 2006 - Grey (CB115)
  R2000 - ********* - White (RB37)
  R2000 - 2005 - Grey (RB55DD)
  R2200 - 2005 - Grey (RB42C)
  R2200HRT - 2006 - Grey (RB107) X6000 - ********* - Grey (XXXXEP19)
  X6000 - ********* - Grey (EP32)
  X6000 - 2005 - Grey (EP32DD)
  X6100 - ********* - Grey (EP33)
  X6100 - ********* - Grey (EP33D)
  X6200 - 2005 - Grey (EP34E)
  
  
  So while this bearing may be a very popular part and is regularly ordered along with the rear roller for OTHER machines, the bearing is not linked to the customers machine.   
  
  
  Customer just assumed that the random bearing not linked to his machine is the roller bearing.   Nowhere in the description does this say the bearing is for the rear roller.  
  
  
  This customer just assumed and is now wanting us to pay for his assumptions.   This bearing is NOT linked to his machine nor does it say anywhere that it is the bearing needed that already comes pressed in from the factory.
  
  

  We consider this matter closed. 

  Customer response

  10/06/2024

  Complaint: 22337755
  
  I have reviewed the business' response and am rejecting it because:
  
  The responses from the business do not address my complaint.  They state that the roller fits 27 Vision Fitness treadmills, including my model.  Then irrationally state that the bearing, which is a replaceable part of that roller and is linked to it on their web site as shown I'm my uploaded screen shots, is for any of 11 other Vision Fitness treadmills, not of which are included in the first 25, and that it was my error for assuming that it was for the 27 machines that use my roller.  

  I see no way that this purchase could be attributed to an error on my part.  Given the facts, their response is embarrassing. Simply stated, this business is either grossly incompetent or intentionally devious.  They owe me a full refund for the parts and shipping and taxes.

  
  Sincerely,
  
  ***** *******

  Business response

  10/07/2024

  Customer obviously ordered the wrong part for the wrong machine.   He is unable to see this and accept responsiblility for his own actions.   ALL PARTS LIST WHAT MACHINES THEY ARE LINKED TO.   We do not offer full refunds because the customer wishes to assume information rather than verify it.  

  Parts are categorized by the machines parts list, part number, model number and serial number to our catalog number. If you pull up the machine by the correct model and serial number the ********************** listed there would fit that machine per its specific parts list. 

  There will be no further resopnses.  This matter is closed.  Customer is unreasonible and clearly won't accept his assumptions were simply wrong.  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase date: 7/5/24 Paid $54.60 for part plus $23.96 for shipping I ordered a part for my home gym. The seller's website states that it is compatible with my make and model (Tuff Stuff CXT200). Upon receiving the part I found that it is not compatible (as advertised).I then inquired about a return. I was informed that I would be charged a 20% restocking fee, plus I would have to pay for shipping. This is not acceptable since they mis-advertised their part. If this part was advertised correctly, I would not have made the purchase. They still refuse to issue me an RMA number for return, saying they require my home gym's serial number. They should not need my home gym's serial number for their advertising error. I purchased this for my Tuff Stuff CXT200. The part ordered is not compatible as advertised. A full refund should be given.Attached is a screen shot from their website showing:1) the part ordered 2) the compatibility of this part with my CXT200 home gym.To reiterate, the part I received cannot be found anywhere on my TuffStuff CXT 200 and is completely incompatible, yet they refuse to issue a full refund when they are at fault.Your assistance in resolving this is greatly appreciated.

  Business response

  09/06/2024

  This customer claiming that we sent the wrong part would never agree, after being asked several times, to provide the required photo or serial # of his machine that would have allowed us to investigate his claim.  HE refused to initiate a Return Authorization because he did not feel our return policy was "fair"/  However , He consented to knowing our return policy before he placed the order.  IF the customer woudl like to provide this required information and initiate a return authorization request via our website we woudl be happy to help him resolve this.  The customer, NOT agreeing with a return policy he consented to at time of purchase puts us in a position where we can not assist further until he complies.  

  Customer response

  09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a part from their website and it was the wrong size. Their website states it's the right part, put their site is wrong. I sent them multiple screenshots of the fitness manual and how they were wrong. They said I can return it or not. If I do return it I'll only get $111.53 and I paid $158.53 for it. I just want them to give me the right part or all of my money back. I have multiple emails going back and forth with them as well. Order number: ******

  Business response

  04/24/2024

  We have researched this and found that the customer did in fact order the incorrect part.   Our return policy is clearly stated and must be agreed to by the customer before placing an order .  

  We have investigated this Return Authorization and have updated the Return request to NOT USED. A restocking fee will apply if returned. The facts surrounding this complaint are listed below.
  

  - The length of the cable is listed on the website. Customer is required to ensure that he proper length cable is confirmed before ordering.  No measurement pictures were supplied by customer allowing us to possibly validate his complaint. We requested these but did not receive them  see them
  
  - Model number not confirmed- Customer sent in a stock photo instead of their model number. parts are listed by model #.  This is the only way that you can order with certainty the correct part. 
  
  - The same cable is used on  all of these Paramount equipment's.  
  MP 3.0
  MP Series - 2.0
  MP Series - 2.5

  Customer will credited the amount that is agreed to at time of purchase. This woudl include the stated restock fee.  We consider the matter closed.  

  Customer response

  04/24/2024

  Complaint: 21535313
  
  Attached is the manual that is used to put the leg press attachment together. You'll find it says that the same cable is not used. Your website is wrong and all in all I just want it to state the right information. I ordered the right part from the manufacturer and it's different from what your website states. I don't want someone else to purchase the wrong item because your website is wrong. 
  
  
  Sincerely,
  
  ***********************

  Business response

  04/26/2024

  We have done all we can do for this customer.  We consider the case closed.  We WILL NOT be responding to further rejections or responses from this customer.  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thanks.I ordered a power adaptor on 11 Dec 2023 from this company.The part arrived and I attempted to use it according the the instructions. Unfortunately the part failed within 2 weeks. Specifically where the cord attaches to the plug, it frayed and it was no longer able to power my exercise bicycle.I contacted the company and they said that because it had been longer than 15 days, they were under no obligation to replace the part.***************************

  Business response

  02/27/2024

  1. We have sold over ******************************************************************************************************** the manner the customer is claiming. 2. It would appear that this type of damage would occur only we used in an improper manner by the customer. 3. Customer stated the part "So , is it normal for your parts to deteriorate and fail after a couple of > weeks"? yet waited almost 2 months to contact us. 4. Customer agreed to our return policy before purchase was made. When he did not comply to those conditions , and we held him the customer accountable he threatened and obviously felt justified in coming on this site and I'm sure he will use others to complain about an issue that is not our responsibility. Specifically he stated. "Please tell the manager there I will be posting a negative review on the Better Business Bureau web site, as well as a negative review on any other review site I can locate." We consider the matter closed and will respond factually to all negative reviews.

  Customer response

  02/29/2024

  Complaint: 21348882
  
  I am rejecting this response because:

  1. The part arrived on Dec 15, 2023 and we did not attempt to use it until mid January because of the holidays.

   2. We used the part in January and it failed within 14 days so I alerted them on Feb 21. At that time they said warranty had already expired because we were beyond 2 weeks from purchase.

  Clearly the company does not expect their parts to last more than 2 weeks. Electrical parts from high-quality companies typically are accepted for return for 6 months to 1 year so this is very unusual for a company to claim the fault was with the customer. 

  ***************************

   

  
  
  
  Sincerely,
  
  ***************************

  Business response

  03/01/2024

  We are not going to agree . I reject his response as well.  He clearly by his own admission, FAILOED to comply with our return policy. It is NOT our fault that he waited so long to use the part??  We have nothing else to offer this customer and will not be responding to any further emails form him.   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a console display online for a stationary bike on January 20 2023 from this company. I paid extra for shipping. The box arrived on Jan 25 2023 with the product in a sealed bag that says once opened an inspection fee will apply if returned. There's no way to see the product without opening the bag. Inside the bag was an obviously very broken piece of equipment. The display screen is 2/3 full of black-out, not possible to read at all. The company sent this part knowing that! Incredible deceipt.

  Business response

  02/07/2024

  The customer reported receiving a damaged part.  They  also claimed we sent a damaged part "knowingly" which is completely absurd.  When we instructed the customer to Follow the process of returning an item, that they had agreed to at  time of purchase , they absolutely refused to do so. At that point any resolution of the matter was halted due to the customers refusal to comply with our policies.   Until the customer returns the part in accordance with our policy there can be no resolve.  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Customer ********************** person named "*****" has zero customer skills. She reprimanded me, repeatedly when I was asking for help to return a part we did not order. It was randomly shipped to us without our request. We were refunded for a part weeks earlier they did not have. They put it on back order for themself but then just charged us and shipped it without our request when they got it in. Now if we dont want it we pay shipping back and 20% restock fee??? We also had to pay additional fees for tax to ******. I didnt ask or order it, we moved on once we were refunded for it and found one elswhere immediately. "*****" WAS EXTREMELY RUDE, DISRESPECTFUl and Demeaning!!!! When she finally took my call after disconnecting me deliberately, she stated I harrassed her with my questions and concerns.!!! She clearly is not ok, troubled and stressed with having to handle all the slimmey business operations at fit plus. Absolutely Disgusting business operations and customer relations. Im Not Surprised to see all the complaints. And unhappy similar customer issues. Interestingly, all of the responses are defensive, rude and likely were victims of "*****" encounter. Sounds like "*****" is the ring leader in that circus operation. Do yourself a big favour, Dont shop there, go elsewhere!! Never have I ever experienced this kind of abuse from any business ever. Disgusting ! ************* statements show they went in 5 times and ***** denies it. What company does that and denies it. Nor does a company send out products without asking. They make their return policy so difficult they make money by doing it. Scammers.

  Business response

  09/29/2023

  Order #******
  Order Date: 2023-08-23 20:14:53 via online Status: shipped
  *************************
  ******************************************
  Unit 117
  **********, ** L7T4K7
  Reference Number: **********
  Tracking Numbers
  2023-09-21 - **** 1Z8Y85476861632108
  This order was placed online 08/23/23, this part was not in stock. Customers can see stock status at the time of ordering. At that time, we did a pre-authorization for $99.20 USD. We do not charge orders until parts are in a box ready to ship. We sent an email confirming the placement of the order, which included the information that the part would ship when it arrived at our warehouse.
  We did not get any response from the customer. On 09/07/23, we emailed the customer, to let them know that this part was still on back order with our vendor and advising them, we would ship to them as we received the part. (this is the first page in the attachment the customers mother attached to this complaint). We still got no response from the customer.
  This part arrived in our warehouse on 09/21/23 and was shipped from us *** 1Z8Y85476861632108. When the parts shipped, the customer was sent a PDF copy of the invoice and shipping details.
  On 09/25/23, we received two ticket/email request, first one from the customer ********************* posted 09/25/********* AM:
  Return now. Order number: ****** I never ordered this and money was taken from my account out of no where please put my money back immediately.
  We responded ************** posted 09/25/2023 9:16 AM
  Thank you for your inquiry, I do show this order was placed online for a weight selector on 08/23/23 for $99.20. We do not charge cards until parts are in a box ready to ship. A pre-authorization was done on 09/23/22 but no actual charge was done until the part shipped on 09/21/23. Please contact your financial institution if the pre-authorization was deducted from your account. Thank you for choosing us, we appreciate your business. Have a great day!
  And the second from the customers mother:
  ************************* posted 09/25/2023 8:13 AM Issue errors. Please contact me regarding this issue. Cell #************ or email:
  ***********************
  My son (*******)did not order this item from you.
  An original order was refunded to him in august as the part was not available per your company. No further contact has been made since then. ******* received an email saying his part is shipped AND two separate amounts were taken from his banking on the following dates for something that was not ordered from your company. Sept 12 for $138 Sept 21 for $137
  This needs to be refunded back to him immediately!!! Why did this happen? No company can randomly reorder a part unless it was requested and only if payment authorized to do so.!! Please Refund his $275 immediately! This part was not ordered. Please contact me to ensure this matter is corrected and refunded. Thank you. ******* on belaf of *******
  We again replied:
  ************** posted 09/25/2023 9:15 AM
  Thank you for your inquiry, I do show this order was placed online for a weight selector on 08/23/23 for $99.20. We do not charge cards until parts are in a box ready to ship. A pre-authorization was done on 09/23/22 but no actual charge was done until the part shipped on 09/21/23. Please contact your financial institution if the pre-authorization was deducted from your account. Thank you for choosing us, we appreciate your business. Have a great day!
  The customers mother called us on 09/26/23 stating that we stole from her son not once but twice on a part that he never ordered. She stated we were criminal, fraudulent Americans and demanded with zero morals and slimy business practice and she wanted the money to be returned. We advised her when the order was placed and information regarding the pre-authorization and so forth and she said we never email him, except when we sent this. (This is not a factual statement -Please again take note of page one and two of her submitted attachments.) She stated she would talk to him and call back.
  The customers mother called back several other times on 09/26/23 stating the emails went to his spam and in one of them, we told him it was no longer available, so he ordered from another company. I did request a copy of this email she stated, he received, and she said she would send it. She still states that he did not place this order and we were stealing from her poor son. The customers mother has very colorful language, which is very vulgar, demeaning and derogatory that she shares frequently. The *** manager warned the customers mother several times regarding her vulgarity and name calling. The mother then requested to speak with someone hire than the manager. We did advise her that she could file a formal complaint in our ticket system and advised her how to do it, or I could transfer her to an executives office as no one was available on the phone. She requested transfer to a voicemail, before transfer, she was informed please allow 3 business day for a reply. Per the executive the call was transferred to, the customers mother did not leave a message or file the formal complaint on 09/26/23.
  The customers mother did contact us by phone on 09/27/23, she first stated that she needed a service provider in the area first and then stated that she needed to speak with someone regarding returning a part. She was again calling for her son, who is the actual customer, she stated again that he never ordered a part and that we were thieves and criminals. We reviewed all the information I had given her the day before and again how to create the return authorization. She stated she just wants the money back from him that we stole twice. We warned her again, regarding the cursing and hateful verbal attacks and told her that he needs to create a return authorization if they wanted to return. And there was nothing else we could do for her. She was then transferred to an executive voicemail.
  We did learn from the customers mother, that her minor son is who ordered this part.
  The last page of the attachment the customers mother sent shows where we did the pre-authorization on 08/24/23 and it expired on 08/31/23. We are not sure what the bank itself did on 09/05 where it appears the deposited money the second time and then took it back on 09/12. She was advised to contact the bank regarding that. You can then see on 09/21/23, where we charged the card when the parts shipped.
  We at NO time were advised to cancel this order and shipped just as promised.
  Even though all return authorizations are done online, as a courtesy to this customer we have created a return authorization for him and will be more than happy to refund the order as per the warranty and return policy agreed to at the end of checkout. This order will be subject to a 20% restocking fee from the purchase price of the part. Please note, shipping is non-refundable.

  Customer response

  09/29/2023

  Complaint: 20666640
  
  I am rejecting this response because:
  They know the real truth of 2 very simple and professional phone calls i made to seek guidance. Its unforunate their defensive, belligerant and incredibley rude attitudes exist and will continue to poison the company. The many many negative reviews are a repeat of my experience with these horrible "customer ********************** staff" lol !shame on you both for your exagerations and untruthfulness. Crazy Nuts!!

  Business response

  10/02/2023

  We agree to disagree on the this issue. I stand behind what was stated and also that our policies which you agreed to BEFORE purchasing are clear and very fair.  I will no longer respond to any other rants on this issue.   I consider this matter closed. 

  Business response

  10/03/2023

  We have already sent the rebuttal on this.  However, we are requesting for this complaint not be visible and listed on the website. ************* that submitted this complaint is not even the customer.  She is upset that her 15 year old son placed the order with her card.  *************, submitted documentation where we advised her son that the part was out of stock and we would ship when it arrived, yet claims we did not contact him ever so he ordered elsewhere.  We created the return for them, as a courtesy normally it is done online.  We will be happy to handle the return as per the warranty and return policy the customer agreed too.  ************* has not chosen any resolution or outcome that she wanted in the case.  Please consider our request. 

   

  Thanks so much
  

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please close this case to avoid further contact with these people. Their information is falsely exagerated, they re extremely unprofessional, arrogant and rude.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Support Request #: *********** Return Number: ********* Order Number: ****** Order Date: 08/29/2023 Date Received: 08/30/2023 I ordered $25.24 worth of parts, and paid $23.25 for shipping. A power switch, circuit breaker, and a couple screws/bolts. The circuit breaker they sent has a different mount, and the switch does not light up. When raising the issue with the company, they stated: "We are a parts supplier, we carry replacement parts. They may not be OEM and look different, but they will work" "There are several pictures of replacements we have on our site, you will receive which ever we have in stock." I can appreciate that the parts cannot be OEM. But the replacement parts should have the same mounting and the same functionality. None of the pictures on the website match what I was sent. That makes the parts fundamentally different. Why not show the exact part that they are selling? I bought one thing and it was switched for another at the company's discretion. Other BBB complaints are similar. So the company is treating this as a return as opposed to an issue with the items they sent. They are offering the following: If you only return the two parts, no refund will be due because the remained of the order will fall under the $25.00 minimum order fee. If all parts are returned they'll pay $21.96 (there is a restocking fee). Plus I pay to ship to them. What I would like is the parts as shown and described on the website. The parts that I ordered. Unfortunately after 9 emails back and forth, the company is unwilling to send them and only offering a refund on the parts they decided to send me. They also made it abundantly clear that, "a $25 fee will be accessed, for any erroneous challenge to a legitimate credit card charge, which results in a charge back fee to us. We aggressively defend against charge backs and allow collections agency to collect on our behalf." At minimum they should refund the full value of the parts, and return shipping.

  Business response

  09/29/2023

  1.  This customer agreed to all the return policies that are clearly stated, before purchasing the part.

  2. The customer did not verify the proper machine serial #/Model# on our site. He couldn't have, because we do not have his machine listed for parts support on our site. He chose , without seeking any guidance from us or a professional service provide to purchase those parts. 

  Further,  I repeat, We do not have the customers machine on our site. He stated that he has not tried the parts or shown how they do not work for his machine. We do NOT guarantee that parts are OEM.  If the customer wants to return all the parts, he will have a refund of $20.00 if parts are not opened, or $16.13 if they are.  If he does not return the bolts, it will throw the order under the minimum order fee and there will be no refund due. 

  Customer response

  09/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  1 - I am fine with the company's return policy.  I am not fine with the company sending me something that I did not order.
  2 - My model number and serial number are irrelevant.  Different parts were shipped than was ordered. 

  The switch does fit in my machine.  It will power on the machine.  It is not an illuminated switch, which is what was ordered.

  The circuit breaker will not fit.  It has a completely different mount than the part that was ordered.

  Why not show the exact part that you are selling?  I bought one thing and it was switched for another at the company's discretion.
  

  Sincerely,
  
  **** *******

  Business response

  10/03/2023

  Here is the invoice to show the parts the customer ordered, this also shows our internal stocking numbers that were on the package. Customer was shipped exactly what he ordered.  Parts are very model and serial number specific, so it does matter.  Different versions of the machine may look the same, but take different parts.  This is why we have the extensive listing on our website the versions that currently have parts available for them.  Because the customer machine is considered end of life, we no longer have any parts available for it. Per his own admission, he knew they were not the same but ordered them anyway.  Please refer to our email ticket system where the customer sent a request regarding this.  Please reference. “**** ******* posted 08/31/2023 10:49 AM”  on page 4.  We do consider this matter closed.  We have created a return authorization for this customer, as stated before, he can return the parts if he likes.
  

  Customer response

  10/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  It's clear we have a difference in opinion when it comes to what was agreed to when I placed this order.  I believe that I should have been provided exactly what was shown on the website.  The company believes they agreed to provide a similar item.  Either way, the company does not have consumer friendly policies and does not engender a happy and loyal customer base.  It makes it impossible to recommend anyone doing business with them.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good afternoon: On August 15th I order two exercise parts from FitnessRepairParts. Invoice *******. They sent me the wrong part unintentionally or not but refuse to acknowledge that they sent the wrong part. I never asked for a refund-I simply wanted the original part I ordered. Now they are demanding I send them multiple pictures of the exercise machine which I did. They are now demanding that I ship the wrong part back-another $72.00 which I already paid to get the first part originally. The wrong left pedal arm which they sent does not fit and was built for another machine but they sent it anyway. Additionally, they will charge me a re-stocking fee of 20%. Again they never sent the part that I ordered for a BH S1XiB exercise machine. Customer Service is atrocious. Customer Service is their last priority. The guiding principle of the company seems to be the 'customer is always wrong'. See, for example, what other customers think. I always support small businesses-they represent the best about America- but this company is outrageous in its arrogance and contempt for customers. ********************************************************** ********* ***** ******** ********************** Support Thank you, ****** ** *********

  Business response

  08/24/2023

  I have been expecting this from ******.  Fact of the matter is, and one that ****** is conveniently omitting Is , HE NEVER supplied the Model and Serial # for the machine he was attempting to order parts for.  He was asked to provide that multiple time through our ticket and chat system.  We have every interaction with him documented and if need be I can provide those.    The ONLY resolution is that he provide us the requested information that is required to make sure the right parts are ordered.  IF, it is determined that the "wrong" parts were sent, we will make it right.  IF we determine he ordered the wrong part (likely) then he will need to complete the Return process.  All of our policies and procedures relating to returns etc. are clearly spelled out to the customer at the time of purchase and they have to consent to these before proceeding with the purchase.  

  Send in the Model and Serial # and we can proceed.  Until then there is nothing that we can do for this customer. 

  Customer response

  08/24/2023

  Complaint: ********
  
  I am rejecting this response because:

  This is a farcical, disingenuous excuse. I understand the return policies but if the company sends the wrong part which was NEVER ordered then the policy does not apply. I simply ordered a part which they did not send-see first image and what they sent-second image. They never asked when I ordered the part for a serial number or model number-see invoice. I sent them repeatedly images of the machine. I sent them three emails with the serial number of the model but this irrelevant: I ordered a part which was in their catalogue. They deliberately did not send the part. I have every email to prove the company is wrong and misleading. I contacted a company that orders parts for trainers from this company-it never has to provide serial numbers. Besides I gave the company the serial numbers anyway.
  
  This experience is mentioned often by 'customers'-victims. The company does not send what the customer ordered.
  
  
  **********************************************************
  
  
  I reported his company to the ******* ***** ********** for fraud:
  
  
  ******************************
  
  
  ****** ** *********
  
  
  

  Business response

  08/28/2023

  *** **********
  Since you have refused our offer of free parts to help you in getting your machine back in working order, we have decided to issue you a full refund and consider this matter closed. There are no other avenues to go down since you refuse to send in a picture with your model and serial number. Please also note, ** ***** ******* went out of business several years ago and no other parts are currently available.  

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20501226, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  10/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A screw for the latch assembly of my treadmill was missing. From a FitnessRepairParts.com (FRP) diagram I found its #83 screw for $1.88 each and I ordered with order # 570848 on August 5, 2022. 1. FRP requires a $25 minimum order, so my order of one #83 screw was instantly changed to $25. I had to add three #83 screws, plus a water bottle and holder to make it $25.11, though I did not need the water bottle or holder. 2. The ridiculous shipping charge of over $16+ to ship this very light order. I ended up paying for a $41.98 order. FRP will not use the US Postal Service (USPS) for much less shipping while ******* ***** **** ****** etc. use USPS regularly. 3. After ordering, a FRP service agent said only one #83 screw was in stock. She said she could ship that one screw and the remaining parts would be shipped later, but she omitted that a new order would be created for the unshipped parts, where the $25-minimum-order policy and another $16+ shipping would apply, until I confronted her. 4. The FRP delivery came on September 9th. I found I only received two wrong screws. So much for the FRP statement “The product has been electronically scanned into the package and the shipment verified to be complete” on the packing slip. I have photos to prove all of what I stated above. 5. I called FRP customer service that I wanted the four correct #83 screws as ordered. But the service agent would not discuss it with me as she repeatedly said “Start at FitnessRepairParts.com and go from there”. I later realized that the only relevant FitnessRepairParts.com page was for returns and not for reshipping the correct parts. However, I cannot return the parts either as FRP deliberately makes it extremely hard for returns. The FitnessRepairParts.com page for returns puts up six required boxes for customers to fill out including “Serial Number Picture”. There is no serial # on the screw, let alone to provide a picture for the “Barcode from Returning Part Picture” box?

  Business response

  10/25/2022

  Our return policy and minimum order policy is clearly stated to each customer.  Also shipping totals are clearly displayed to each customer before they finalize their purchase.  There is nothing hidden and we do not use USPS because we find other shipping is faster and much more secure.  In the end, this customer was very rude and belittling to our staff.  We did not hide any of our policies and tried to help him understand.  Honestly, we don't need "customers" like this.  I wont tolerate his behavior and have flagged his name /account in our system. 

  Customer response

  10/28/2022

  Complaint: ********
  
  I am rejecting this response because:  This business stating upfront the $25-minimum-order and the ridiculous return requirements do not justify its unethical business practice and humongous greed.  It failed to give explanation for the FACT that a customer ordering a $1.88 screw suddenly becomes a $25 order by the business.  I ORDERED THE SAME #83 SCREWS SOMEWHERE ELSE AND I ONLY PAID $1.88/EA AND MINIMAL SHIPPING CHARGE.  THESE SCREWS WORKED WELL.  As for customer returns, my attached business’ online screen for returns with its six required boxes for customers to complete, is so out of line that NONE of the other thousands of online stores has such ridiculous requirements in order to block customers from returning parts.  That is why tons of customers have complained about it, including the ones expressing total discontent on BBB.  When a customer orders parts, chances are he has already thrown away the old broken parts, so how can he satisfy the requirements in these six boxes?  And how about shipping me two screws out of the four screws that I ordered?  My attached pictures have proven that the shipped two screws are WRONG SCREWS.   So much for the business’ statement “The product has been electronically scanned into the package and the shipment verified to be complete”, as printed on its packing slip.  This business in its response is trying hard to not mention their shipping mistakes such that they do not have to issue me a refund.
  
  
  
  Sincerely,
  
  *** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩