BBB Accredited Business since
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This company offers new and used fitness equipment for home and commercial use through its store front and website.
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A BBB Accredited Business since
BBB has determined that Fitness Direct 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 Fitness Direct 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.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Type of Entity
Business ManagementMr. Mark Goodman, President
Number of Employees
Exercise Equipment & Machines - Sales Sporting Goods - Retail
Alternate Business Namesefitnessdirect.com
8063 Balboa Ave
San Diego, CA 92111 (800) 771-2730 (858) 653-3600 Directions
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- Advertising or Sales
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- Problems with Products or Services
- Guarantee or Warranty
BBB Complaint Process
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Additional Phone Numbers
- (800) 771-2730(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: Wired $12,000 for an order. Finally settled on $6,200 of merchandise. Fitness direct gave us a refund check that was not valid.
Desired Settlement: Full refund
Business Response: This customer, ***** ******, that actually is in Sierra Leone in West Africa, and NOT in Georgia USA, had special-ordered some used items from us back in March-April of this year, and we obtained and held these items in our warehouse for several months, since he was not ready to receive them yet. Finally towards the end of July, he called me to say that he could not take all the items and wanted to cancel part of the order, and only take some of the items.
In spite of the fact that we had been holding these items for hime for several months, and that we have a clearly stated policy that special-order and used items are not refundable, I agreed to cancel some items and refund him part of his money [an amount of $5800].
On 8/2/13 Mr ****** sent his driver and a friend in a Penske rental truck to our warehouse to pickup the agreed items, and I handed him the agreed upon refund check. Upon leaving our premises, his driver crashed into the railing at the front of our building, gouging up the concrete, and tearing the railing out of the ground. His truck actually was wedged up on the concrete, and he backed up slightly and then took off and drove away, as if nothing had happened !! There were several eye-witnesses that heard and saw the incident, and saw him drive away, plus the yellow Penske truck left dark yellow paint on the railing !!
I could not reach him and so I sent Mr ****** an email explaining the circumstances of the damage caused by his driver, and that I would have to stop payment on the check just issued, until I figured out the cost to repair the damage caused by his driver, whereupon I would reissue a check for the $5800 less the repair costs. His driver and friend claim not to know anything about causing the damage, but would not tell me where the Penske truck was rented from, which is suspicious in itself.
Subsequent to that, this past week, as promised, I have obtained a low-cost estimate of $1400 to repair the railing, and I have notified Mr ****** that the balance of the refund amount is now available to pay to him [$5800 less $1400 repair cost = $4400]. I am waiting to hear from him where he wants to receive this $4400 check, since he does not reside in the US.
Please understand that I had no recourse option but to stop payment on the check, since he does not reside in the US and clearly did not want to accept responsibility for repairing the damage caused.
Let me know if any other questions.
Better Business Bureau:
Business Response: The driver and friend were hired by Mr ****** to do the pickup. At the time of the accident I did not have immediate access to the number of the friend, and thus contacted Mr ****** first, since he was my original contact. The pictures of the incident area and the damaged rails and post show clearly where the damage was caused by their truck, and the fact that they would not share the location where the truck was rented, shows that they had something to hide. The police were indeed notified and a report was filed for the hit and run.
Better Business Bureau:
BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.