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BBB Accredited Business since
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This company offers strength training products and services.
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A BBB Accredited Business since
BBB has determined that Elite Fitness Systems Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Elite Fitness Systems Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. David Tate, President Ms. Traci Tate
Exercise Equipment & Machines - Sales Health & Fitness Program Consultants Internet Shopping
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: Placed order on Sept 19th 2011 for 123.40 In this order was the MDUSA Three Fold Elite Fitness Mat value 22.49. Whole order free shipping. After 10 days with zero contact, I emailed asking for status. I was replied to that something was on backorder and to wait more. No further explanation. I replied asking if there was an approximation so that way maybe adapt my order to expedite. No reply. I emailed them again on October 4th asking someone to reply. I was told wait another 1-2 weeks. I asked that the backorder item be removed as I didn't want to wait now what would be a month for my items. So they removed the mat and sent the other items. I was expecting some sort of credit or something? No reply, nothing, nothing in my package box. I decided to order again from them and ask them to apply the discount then or include my items. No reply again, and they shipped my new set of items. Absolutely terrible customer service!!! And I didn't get my item STILL.
Desired Settlement: I would like the item, and I believe that after waiting months should receive some sort of gift card for all the hassle, troubles and customer representation of their fine company and products.
Business Response: (****) The order in the amount of $123.40 was shipped to teh customer without one item MD Three Fold Mat cost $22.49. I have kept in contact with the customer informing him that the item is on back order with the vendor until late Dec early Jan. I emailed him him on 09/29/2011 and 10/04/2011 and called and left a message on 11/08/2011 to the number he provided with his order. I still have not recieved a response from him at this time. Here at Elite FTS we strive to offer the best customer service and I feel that we have kept our customer informed on the issues with this backordered item.
Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) As my previous response shows, EliteFTS did not keep in contact with me as their customer. What really ..... me? They never both to send a reply, but the moment I send a BBB complaint, I not only receive a reply, but in fact, they blame it on me saying that a contact number was called and a message was left? I can understand a business being busy, but I cannot tolerate a business lying. No such call was placed, no such message was left. If a message was left, why would I have to ask if this item is being sent? If a message was left, why would I have had to file this complaint? And finally, if a message was left, why wouldn't I have received it? This contact number is my work cell phone. I am extremely up-do-date the moment I receive a reply/message. Not only do I get the voicemail, but I also get an attached email. This call was never placed and is a scapegoat to try and save customer service face. Yes, I did receive an email from (****)immediately after my complaint was filed stating the following: Hello, The vendor has notified me that this item is still on backorder and they should receive the shipment mid January. I also apologize as it appears that you did not receive the messages left at the phone number on your order. A phone call was made and a message left on 11/8 to notify you of the backorder issue. I did not receive a response and believed that to mean you wanted to wait. Do you wish to continue to wait or would you like a refund? Thank you for your support and business with EliteFTS.com. (****) Analyzing her words, she mentions I for some reason didn't receive message(s) as in plural, and points to a November 8th call that never took place as the instance. Timeline: Order Sept:19th 2011 *No response from Elitefts for 10 days. I initiate contact Sept.29th 2011 *Response from (****) explaining backorder without timeframe or explanation. Sept.29th, I initiate contact again asking for approximation of timeframe, and if it will be significant I would like to adapt order to proceed. *No Response provided. October 4th, 2011 After no response for a further 5 days, I asked if someone could respond. *receive response should ship in 1-2 weeks. I asked if everything else could be shipped so no further delay. I didnt receivie a response, confirmation, explanation what to do or wait, just a shipment. November 29th, 2011 After zero response from them for what was now 6 weeks, I emailed them stating I never receivied this item. I explained in the email that no one followed up with me as well. ** No response I ordered another order from elitefts November 29th, and asked that be credited to the order. ** No response. Order shipped, I was fully charged. December 13th, I filed BBB complaint. December 14th, (****) emails me. So I would like to ask, my last contact from Elitefts was October 4th. October 4th - Dec.14th is an acceptable lapse in time ?! That response was also only prompted because I filed a complaint. I do not want (****) viewing my complaint, as I believe it is a conflict of interest. She was directly dealing with my order, she neglected customer service, customer satisfaction and customer communication. Her latest response shows to me that she is not honest, indicating a response that never occurred. I run an Internet business and all customer communication is documented. If she did attempt this, I would like to see their call logs and documented ticketing system. I do not believe that I was kept informed. If my order was also placed in September, I'm also curious how the item was back ordered until "perhaps" January 2012, 4 months later. My Response has not changed. I would still like my item, and believe that I should also receive a credit for the above deplorable customer service.
Business Response: (****) A credit in the amount of $22.49 has been applied to his card today 1-5-2012 and can take 3-5 business days to show depending on his financial institution. The product also shipped and was received by the customer on Wednesday, 12-28. The UPS tracking # is (****) Thank you for your support and business with EliteFTS.com. (****)
BBB's Final Determination: Consumer accepted resolution offered by the business.