Complaints

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 leveling feet for an elliptical machine. They sent me 2 different parts, which won't work together. They are making it exceedingly difficult, almost impossible, to remedy the situation; they want me to pay to ship the wrong parts back, then charge a restocking fee. The worst online company I've ever dealt with. Wish there was a "zero" stars option.

  Business response

  09/29/2022

  We have resolved this issue with the customer .   This was my response to his earlier complaint on Google.

  *******. Thank you for the feedback. There are many "looks" to the same part you ordered , as illustrated on our website. They are all spec'd for your machine and will work well for your purpose. That said, I can understand you wanting to have them match. I am having my warehouse manager review your photos and find a perfect match for you. We will ship this out to you at no cost. I apologize for the inconvenience. We do appreciate your business. Thanks. ** ******** **********

  Since the writing of this response we have processed an order to replace the part in question at no cost to the customer.  We have directly communicated this to the via phone.  Thank you 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/8/2022, I bought a incline motor from this company,upon arrival I noticed the part was the wrong one so I took a picture of the old incline motor and the one they sent showing what it looks like. I submitted this 6/20/2022 with picture and ** ******* return number. I called several times after the return asking where my new part was but I kept getting the run around, after a month I finally getting a representative of theirs on 7/22/2022 tell me they have refunded me $75.00 of the $173.00 that I spent for the part. She stated the part was defective and that there was a restock fee. I explained to her that the part wasn't defective it was the wrong one and that I needed to be sent the correct one, she refused to send the correct part or put a Manger on the phone. Once I left an email explaining how I would expose them for their failure to do right by me, I was immediately contacted by their supervisor, harassing me with several calls ,trying to bully me but I didn't let that happen instead I declined his calls and will not have further contact with their company. These people are crooks they took my money,sent me the wrong part, never sent me the correct part seeing it was their fault and kept a great portion of my money. Do not buy from them this is a fraudulent company making money off returns .

  Business response

  08/26/2022

  This service provider was rude and verbally abusive from the start.  He was just looking for someone else to pay for his failed diagnosis.  We spent a significant amount of time researching his complaint and spoke with several different people at the manufacturer to get this resolved.  The pictures he sent in showed the parts were physically identical, but the ratings were different.   Based on our data and the information from the Manufacturer, the correct part was sent for the customer's model.  This machine was misdiagnosed and the Service Provider ordered the wrong part.  The motor was not the cause of the customer's issue.  
  
  
  ******* started calling and was verbally abusive and inappropriate to our call staff and then left several threatening voicemails. He threatened our employee's physical well-being. When upper management called to discuss this issue and asked about his threatening voicemails and to try and find a resolve, ******* started yelling and told me to take the bass out of my voice.  Blamed us for him losing a customer and hung up on me.  Since we were unwilling to pay for his mis-diagnosis, he promised bad reviews.   We will no longer accept business from this service provider.  
  
  
  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02July2022, two identical cable assemblies (part# ********) were ordered for a Schwinn 701 workout station from fitnessrepairparts.com (FRP). Per FRP website, this is the correct part number. The parts arrived at my residence on 06July. One end of the cable assembly has a threaded bolt which screws into the weight stack. When I attempted to install the cable on 07July, I found that the threads on the new cable assembly did not match the threads on the weight stack of my workout station. Thus, the new cable assembly could not be used. Note: No modifications were ever made to the workout station. I notified FRP of the issue on 07July. I was told I needed to return the parts (at my expense) and they would investigate. Per an e-mail from FRP, pictures of the following were requested: i) the part ordered, ii) part on the machine needing to be replaced, and iii) the model/serial number sticker. As the old cable was broke, the picture could not be taken of the part on the machine and was thus taken only of the part. A separate picture of the machine was sent with the other pictures. On 21July, I reached out to FRP for a status of my issue. They stated a refund of $56.39 was to be issued. As the original invoice was $88.54, I asked for clarification on the difference. I was informed that shipping charges ($19.07) would not be refunded and a 20% restocking fee would be imposed ($13.08). As I consider the parts "defective" since they do not meet form, fit and function requirements, I assumed no restocking fee would be levied. The FRP rep did not disagree but stated that I did not send all pictures requested. I informed the FRP rep that I sent the pictures requested and that I have retained all e-mails as proof. The FRP rep then stated that FRP called me with requests for additional pictures that were not provided. I stated that no requests were ever made. FRP stated that since I did not respond, they closed my incident and nothing else could be do done.

  Business response

  07/25/2022

  These parts were returned.  We had our warehouse technician and warehouse manager inspect the threads. They are indeed standard and not metric.  This cable is the exact part listed by the manufacturer.  We also went back and researched every order for this part over the last 4 years and there were no other instances of the part not functioning properly for threading or other reasons.  Per our terms and agreements issued at time of purchase the return was handled appropriately and we do charge a restocking fee as stipulated.  I'm not happy that the customer was not satisfied but Fitness Plus did provide accurate order fulfillment, Return processing and the proper refund , minus the restocking fee. 

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  From the fitnessrepairparts.com website, I ordered part number *******. On the product page, the part includes a picture of the product which includes a unique accessory. the price is listed at $129.19. I was billed $129.19 plus shipping. I attached the invoice with the part number and price on it. This proves what I ordered. I ordered part number *******. I received part number 6030293. A completely different part that sells for a different price. I attached a photo of the bar code label showing a different part number. I demostrated the facts clearly to FRP. Still they refuse to refund and continue to ask for all kinds of irrelevant information that has nothing to do with the fact that the part I ordered was not received. I attached the invoice and below I listed links to the 2 different parts so you can see for yourself what I ordered and what I received are two different parts. Part they shipped: (they changed the price in the last few days it si no longer $124.03) Part I ordered and part listed on invoice:

  Business response

  04/01/2022

  The resolve to this issue is consistent with ALL issues of this nature.   Mr . ***** can return the part as he agreed to do so when he consented to all terms and conditions when purchasing the part.  When we receive the part we will determine if the part is not correct/defective etc. If it is discovered that Fitness Plus sent the wrong part we will gladly refund full purchase price and the shipping charge Mr. ***** incurred for returning it.  

*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. ↩