Complaints

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a WaterRower Heritage from the Precor Home Fitness website in May of 2021, paying $1,195.00. Instead of receiving a working WaterRower, I received one box containing a used water tank and severe mold growth which made me, and my small child, sick.I want to clarify, that as soon as I discovered the mold, I immediately contacted their customer service and sent the requested photos and documentation. It took them 4 days and several follow up calls to respond. By that point, I had already contacted *** to do a pickup, and was told they couldn't ship it back with mold contamination. I ended up moving the box to the outside balcony to reduce the exposure until I could have it removed, so by the time ***** contacted me, I had already arranged for my apartments maintenance team to dispose of it. He responded by claiming I had only given him six hours to figure this out, blamed me for waiting too long, and told me he wouldnt issue a refund unless they received their moldy package back. He told me that I needed to keep the package for another 3-4 days, so their reps could pick it up. This was impossible. I stressed how this exposure had made us sick, and that continuing to knowingly expose my child to this constituted neglect, so I wouldnt be waiting any longer. He refused to accept this and my refund was denied. When I tried to contact other customer service members, ***** intercepted every time and refused to let me speak with anyone other than him. I filed a claim with my bank as a last resort, but he fought the claim and it was rejected. I confirmed with *** that they issued an insurance payout to PHF for the moldy damaged package, and the missing package. They were fully compensated for this fiasco and still refused to refund me. If nothing else, I want this to serve as a warning to other customers; do not do business with these people. What was done to me and my family was criminal negligence and fraud.

  Business response

  06/18/2023

  Customer ************************* ordered a rower from our online store and paid in full on Wed. 5/5. The item shipped immediately via *** and arrived Sat. 5/8. On Thurs. 5/13, the customer contacted us by phone claiming to have found mold inside the box. We requested photos and the serial number from the box. Customer did not send photos until Mon. 5/17 and the serial number until Wed. 5/19. After we received both items, we offered to ship an immediate replacement product, but customer declined. She requested a refund on Thurs. 5/20. We tried to make arrangements to return the purchased item and fully refund the customer, but she refused to return the merchandise. We notified the customer that we could not process a refund if she would not return the merchandise, and we offered to send someone to pick up the box from outside her home. We told her we could arrange this the next day. The customer refused and instead told us she discarded the box on Fri., 5/21, less than 24 hours after requesting a refund. She claims the box had already been thrown out and collected by a garbage truck by that morning. We do not offer refunds for non-returned items.

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