ComplaintsforParadigm Health & Wellness, Inc.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Nov 11, 2022, I purchased a Fitness Reality Treadmill online from Macys. Its slipping and adjusting it doesnt help. Ive called ************* twice. It Should have been repaired under warranty! The first time, I was told they would call back after investigating. No reply. The second time, a nice man named ***, tried to help but said, there wasnt anything ***** could do but I could call **********. This number doesnt connect. I have called, Paradigm Health & Wellness ************** and have emailed info regarding make, model etc. *** had three email replys of how busy they are and theyll get back to me. They dont. *** called again, waiting for half an hour for a freed up rep. ******* requested call back. At 4:30 EST phone rings, they are returning my call, no one on the line. I call them back and get message they are closed!This is the worst company ever. I have a treadmill that is now a year old, that I can not use for fear of being thrown off. I contacted a local repair service, the want $160 for house call and $97/hour. But could they even GET parts from Paradigm?

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I attempted multiple times to contact this company through email, website, and phone. Their phone number is always not available (Amazon specialists tried as well) and it states "the number cannot be dialed" and hangs up. I spoke with Amazon numerous times (spent numerous hours with them) about a rowing machine purchase I made with them on January 2, 2023 Last week, the bar to the pedal broke off rendering this machine unusable for us. They gave me your contact number ***************) which did not work and an email address ************************************** but absolutely no response. I went to the website and made a request there, no answer. I was hoping to get this issue fixed ASAP within your quote 3 business days, however your phone does not allow calls. I am contacting you via email to rectify this issue ASAP, whether it be a part or a new rowing machine. Just a note-- the broken bar seems to be stuck in the pedal area. I attached pics to a previous email to them, but again, no response. I also attached the invoice, but no response. Amazon cannot help me except by informing me to contact the manufacturer-- this business.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Transaction - 10/4/22 Item - ProGear HCXL ******************************************************************************************************************************* October of 2022, it was not assembled until February of 2023, passing the time I had to return the item to Amazon. The treadmill has not worked since it was assembled, the computer display isn't responding to the motor, therefore it does not work. I have spent 7 different emails to Paradigm Health and Wellness to no response as well as multiple phone calls which have lead to numbers no longer in service. Everything is currently under warranty and would like replacement or service repair, however the refusal to respond to multiple requests prevents this from happening.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On June 28th I purchased a Fitness Reality 4000MR rowing machine (s/n ***************). When I assembled it I found that there were 2 Right pedals (part # **R) and no left pedal (part # **L). I emailed on the same day requesting the Left pedal be sent along with an RMA so I could return the incorrect part. The next day, June 29th, I filled out the replacement part request form with the same information. I was supposed to hear back within 3 business days. It is now almost a month and I have not heard from them. I would like the company to respond so I can get the correct part and begin using the rowing machine. I provided the requested serial number and copy of the invoice to the company attached to the part request form.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  One part was missing from package. It is the seat post ****, item #**. All I need is that one missing part. I have tried contacting this company multiple times over the last 2 weeks and have received no reply other than an automated confirmation when I submitted my completed "Parts Request" form per the instructions in the manual. Now I see that they are "permanently closed", so I hope you can help. At the very least it would help if I knew the size and thread of the bolt part of this knob; if I had that information I could just buy something from a hardware store that would do the job.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 14, 2023, I purchased a Fitness Reality ******* 450SL Bluetooth Smart Technology Recumbent Exercise Bike from ******* at the price of $641.99. It arrived on June 16. The box was large and heavy, so I waited about 5-6 weeks to get help moving it and putting it together. It took 4 hours to put it together. When I began my first exercise program on the bike, I noticed that the right pedal was coming off the axle so I had to stop pedaling after about 3 minutes. I had someone try to put the pedal back on, but it would just pull straight off the axle. Then we heard at least two tiny ballbearings come out and roll onto the floor. I was told I needed a new right pedal. Then I went on the website for Fitness Reality and filled out a form, complete with proof of purchase and a picture of the pedal, along with a request for a new one (part #** according to their paperwork). Received confirmation that the request was received and I would get an email, but did not hear from them. Then I found an email address for them and sent my request that way, with the same attachments. The computer showed "Email Sent," but once again I have heard nothing. I have tried 4 times to call their listed number, but a recording states that the number can not be completed as dialed. Now, I've contacted *******. My last day to return this bike is on September 14, 2023. They initially wanted to give me a refund and let me return the bike, but I just want to get a replacement right pedal! They said they would try to get me one, but I don't have any email confirming this or a ticket number. It's like Fitness Reality is selling exercise equipment, but they might not even be in business anymore (except that their website is still up and running). If I do not hear something from them or ******* regarding the shipment of a replacement right pedal by September 01, I will have to begin the process of returning this bike and get a refund before my return date expires.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an EXERPEUTIC 6000 QF Magnetic Elliptical off Amazon, and it has done nothing but cause stress. The console wire came with the male end crushed so the console does not turn on. No big deal, contact Amazon, they tell me they can replace the whole thing (I put it all together, was not taking it all back apart and trying to get it back in the original packaging) or contact the company. Well I chose wrong. I decided to contact Paradigm HW but to my surprise their phones dont work (disconnected) and they do not respond to any emails either. I am going to have to spend more money on a new elliptical just so I know the company I buy it from is a reputable company and has a working phone or computer so if something is needed I dont have to spend 3+ months plus all the anger and disappointment from my family just to get a simple wire replaced. I just need part number 17, console wire.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The bike pedal mechanism started to knock internally. I reached out to initiate a return at least 4 times and I have yet to receive a response.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ProGear HCXL **** Ultimate High Capacity Extra Wide Walking and **************** Treadmill with Heart Pulse System (Model# ****H Serial# **************** from ******* on 7/3/21 for $499 plus tax. I need to replace a part on the treadmill but the part I need is not listed in their list of parts. I followed the instructions on the website and I submitted an online part order request on 5/23/23 to Paradigm Health & Wellness and received confirmation they had received it and a customer service agent would contact me within ***** hours. I emailed them at ************************************ on 5/30/23 and attached photos of the part needed, proof of purchase, and model and serial numbers. I again submitted a ticket request on 6/1/23 and again received confirmation that a ticket was created. I have placed 7 calls to the number listed on their website *************) at different times between 6/1/23 and 6/8/23 where I receive a recorded message giving 4 options to reach someone. I have tried all of the options listed in the recorded message; however, all options say that all of their representatives are assisting other customers and to call back at a later time before disconnecting the call. This has been terrible customer service! I didn't expect it to be so difficult just to speak with someone from the company. I simply want to purchase replacement parts for my treadmill and have been unable to get a response from the company.

  Business response

  06/09/2023

  Hi,

  Thank you for contacting us. We are experiencing delays as we are working through high volume of customer inquiries.

  The customer is no longer covered under warranty.  We've reached to our parts team to confirm the availability of the part requested.

  If the part is in stock, we will ship it to the customer. 

  Thank you,

  Customer Service Team

  Customer response

  06/16/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Exerpeutic semi-recumbent bike from Amazon less than a month ago. The power wire for the computer came off, and I have attempted many times to contact Paradigm Health and Wellness for support. I have searched the website for troubleshooting tips, I have emailed the given support email address twice, I have filled out the given support form on their website, and I have attempted to call six times during their given business hours (no voicemail option). I am frustrated by the complete lack of customer support. At this point, Im not sure if I have been scammed or if this is actually a real company.

  Business response

  06/07/2023

  Hi,

  We are currently experiencing high volume of customer inquiries. We've responded to the customer via our help desk.
  

  As soon as we heard back from the customer, a replacement console will be shipped to resolve the issue.
  

  Thank you,

  Customer Service Team

*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. ↩