Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $1000 on their ******** machine as part of their presale for the machine prior to their mass production. The machine arrived at my home and, due to scheduling, I was unable to assemble the machine for 3 months. Once I began assembling the machine, many parts were poorly made, out of alignment, and required my husband buy specialty tools to attempt to complete assembly. My husband took several videos and picture of the misalignment issues and worked with the customer service however we still aren't able to completely assemble the machine. Customer service advised on multiple occurrences to "loosen" other parts of the assembly or to "stack and use washers" to space out pieces of the machine in order to try to line up assembly. None of these suggestions have helped to get the machine assembled and usable. We were informed they were sending replacement parts but have been waiting more than three weeks for replacement parts and still don't have them. They have refused to refund us the money for a piece of gym equipment that was obviously defective and unusable despite the videos and photos showing how misaligned and poorly manufactured the equipment is. Attached is the email chain with support. I have photos and videos but the upload doesn't support the file size.

  Business Response

  Date: 01/30/2025

  Good day,
  
  I am writing to respond to the complaint that was filed. We want to acknowledge that when you first contacted us, we took your issues seriously and initiated the process to send you replacement parts on January 16. Unfortunately, it appears that the package was delivered to the wrong address, which is why you did not receive it. For your reference, the tracking number for the replacement parts is ************.

  
  After you informed us that you still had not received the parts, we explained the situation and offered to send another set of replacement parts. However, we understand that you have decided not to accept a second shipment.

  We also want to clarify that we have processed a full refund for your order. Attached to this message are screenshots confirming the refund transaction and our previous conversations regarding the amount.

  We apologize for any inconvenience this situation has caused and hope that the resolution we provided is satisfactory. If you have any further questions or concerns, please feel free to reach out.

  Thanks,
  
  -The Tib Bar Guy

   

  
  

  Customer Answer

  Date: 02/10/2025

  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. 
  
  
  
  Regards,
  
  
  
  **** ********
  

• Initial Complaint

  Date:11/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #*****
  I placed an order for slant boards, and as of today, I have yet to receive the item, nearly three months later.
  
  Initially, I was excited to purchase from this company; however, my experience has been nothing short of frustrating. After placing my order, I was met with a series of delays and excuses regarding the shipment. Each time I reached out for updates, I received vague responses that placed blame on everything else and more recently, ***** and other external factors, rather than taking responsibility for the situation.
  
  When the anticipated delivery date arrived, my order was still missing. Despite my repeated requests for a refund, the company refused to process my request and continued to provide passive-aggressive responses, which felt dismissive and unprofessional.
  
  Given the lack of resolution and the poor customer service I encountered, I felt compelled to report this matter as fraud to my bank and contact the Better Business Bureau for assistance.
  
  I believe that businesses should uphold a standard of accountability and transparency, and my experience has fallen far short of that expectation. I hope that by filing this complaint, I can help prevent others from facing similar issues in the future.

• Initial Complaint

  Date:04/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their product a month ago despite their website claiming "next day shipping." After contacting them, they said they were "inspecting parts," which hardly seems true considering the long wait time. I feel like I might've been scammed.