ComplaintsforSunny Health & Fitness

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 9th, I placed an order for a plush seat for my Sunny Fit bike from their website. As I had purchased my indoor bike from them, I had reward points available. I selected a $15 off reward. This showed in my cart as $15 off the total all the way through the transaction until I got to the confirmation screen after the last click. The confirmation did not show the discount and I was charged full price with the full amount showing on my credit card. I reached out to customer support immediately to ask for a partial refund or to have the order cancelled so I could try again. I did not receive a response until 4 days later when I was asked how the order was placed, through the app or the website. I responded website. Now, December 19th, 5 more days after that reply, they replied that it didn't work because it was a replacement part and not an accessory. The odds now t showing sold out. I can't even go back through the process to get a screenshot of the discount showing during checkout anymore. The rewards points feel like a scam and support was totally unhelpful.

  Business response

  01/19/2024

  We have reviewed the details with our team and have provided a favorable solution for the customer via the established email thread. This claim is no longer open.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Sunny Portable Stand-Up Elliptical with Resistance Bands on October 27th and received the product on November 3, 2023. Besides attaching the resistance bands, the product was supposed to be operational. When I attempted to use it on 11/3, the pedals were stiff and would not make a full rotation. I contacted customer support on 11/3 at 1:30 PM CST and ******* instructed me to buy 3-in-One silicone and apply it to the pedal sockets. That didn't work. I called again on 11/8 at 12:35 PM CST and spoke with ***** as I wanted to return the piece of equipment and get a refund because the equipment was defective. ***** stated that based on their return policy, I might be responsible for the return fee, a restocking fee, and only a portion of a refund. I stated that upon opening the box, nothing indicated that the equipment passed an inspection. At this point, she put me on a long hold and returned with a compromise, asking me to make a video of the problem and they would send me replacement parts (email attached). At first, I agreed; however, I received word the same day that a close family member was at the point of death and subsequently traveled to be with family, in time to be present with my family member who died on 11/12. Besides grieving, my family asked me to provide remarks on behalf of the family at the memorial service. I was not in the headspace to make a video for a defective piece of equipment. On 12/11/23, I replied to *****'s 11/8/23, expressing my apology for the delayed response as well as the circumstances preventing me from providing the requirements outlined in her email (attached). I also stated again that I wanted to return the equipment and get a refund. ***** extended her condolences and stated that the return period ended. The only recourse she indicated was making the video.I am not an equipment repair person, especially if it means troubleshooting and repairing a major part on a product that should be ready to use.

  Business response

  01/19/2024

  We have reviewed the details with our team and have provided a favorable solution for the customer via the established email thread. This claim is no longer open.

  Customer response

  01/30/2024

   
  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

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ORDER #SHF199503 $484.57 **************** Treadmill SF-T7909 Purchased Nov 09, received and Delivered Nov 15.Have been trying to contact the support team for the entire week through ****************************************************************************** as well as their customer support number ************** to figure out why the Treadmill is not operable. I have done all of the general troubleshooting and have only found a triple blinking light flash with a pause...but have no idea of what to do from there because the customer support does not answer between ********* Friday through Wed, thus far. I've called at the least 3xs a day. No response from the emails.I am preparing for a competition and this will interfere greatly. I am trying my best to not blow this out of reason...but I think the fact that I am dependent on resources provided by a company to fix these issues reminds me that quality customer services is the direct character of care from a business... and when the support isn't there, it starts to feel like a fraud or scam.

  Business response

  01/18/2024

  After a comprehensive review with our team, we have formulated a favorable resolution for the customer, as communicated in the established email thread. Consequently, this claim is now considered closed.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an exercise bike from them. It was delivered on December first. My husband assembled it on December second. I noticed it had 2 big gouges in the paint down to the metal. I phoned them and they offered $25 off. Because I am getting ready for the holidays, I wasn't able to really use I much. When I was able to try it out, it was sporadically rubbing inside the belt area. I looked it over and the plastic case containing the pedal mechanics was cracked. I tried to resolve the issue, but they kept insisting I send photos three times and then a video. They told me I needed to do these things for warranty issues. This is not a warranty issue. It was received damaged. I tried phoning them today for thirty seven minutes and was hung up on four times. I have photos of the damage and the email conversations including the request to send it back. All they do is try to do warranty when it is defective. They have ignored my requests. I tried to talk to them today but was hung up on. I just want an undamaged product or my money back.

  Business response

  01/18/2024

  The aforementioned concern has been duly addressed and effectively communicated to the customer. It is imperative to note that, this claim was resolved the same day this complaint was issued. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchases sunny health treadmill with warranty and upon arrival on day 1 my machine was making a loud noise right from the go, I immediately contacted BBB and since than I been communicating with senior managers at customer care center, several back and forth emails, several trouble shooting efforts including opening the machine, checking motor, belt and all other parts, sound never went away and this is just a piece of junk now occupying space in my living room, havent been able to use treadmill since purchase. I have asked sunny health for sending in a replacement and they want to just send belt and motor which is not going to solve my problem and it is a technical challenge as well for a ****** to change running belt and motor. These are just delaying tactics by them. Only acceptable solution is a replacement machine because their maching is faulty to begin with on day 1 and it came under warranty and I have been contacting them since than and they are giving me a run around. **************** in intentionally doing this because they knew machine is faulty and only thing which can remedy this situation is sending in replacement. Desired resolution is sending in a replacement.P.S. I want to send a vidoe of machine and you will be able to hear the noise but system is not allowing to upload a video. I can send it in a separate email. I also have saved all the email correspondence and can forward the whole thread to you along with video.

  Business response

  11/03/2023

  We have reviewed the details provided and have established communication with our customer, we will provide an additional alternative for this claim and will confirm the details with the customer. 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having read all the complaints makes you wonder how a company like Sunny Health stays in business. 163 complaints in 3 years. How many not reported?My complaint is a recumbant bike. There are three complaints dated 2/21 - 3/21 - and 1/23 pertaining to the defective part which is my problem.Initial contact was by phone. Spoke with ***** she told me that she would email me video on how to replace crank arm as well as part # and replacement info. She stated that they evaluate and upgrade parts as needed. Obviously not the left side crank arm which is my problem.I need to send the following info on the bike, copy of sales receipt, serial #, photos of problem etc.Also one complaintant stated that Sunny only offers replacement parts on a warranty basis. Out of warranty, they will not sell you the part.Sent 11 emails to Sunny with with no reply. Only the acknowledegement that they received my email.The last email was a little nasty and they called with the promise that they will assist in getting the bike operable , but still want documentation. What if I purchased the bike online as used and needed replacement parts?Do I want to replace a defective part with another and wait for it to break down?They also want me to pay for the part and inflated shipping cost.

  Business response

  10/26/2023

  We have duly received and diligently examined the particulars of this claim. In our ******* endeavor to expedite the resolution process, we made multiple concerted efforts to establish contact with the customer through the email address provided. Regrettably, our attempts to secure the essential shipping address for the generation of an invoice, in order to facilitate the purchase of replacement parts for the model that has now expired its warranty period, have proven unhelpful.
  Furthermore, it is imperative to highlight that we have also engaged in telephonic communication with the customer, during which we regrettably conveyed the regrettable news that the aforementioned model no longer qualifies for complimentary part replacements.
  At our company, we are dedicated to ensuring the accessibility of replacement components for all of our valued customers. However, in adherence to our operational procedures, we are only able to proceed with these requests through electronic mail correspondence. This approach enables us to systematically gather the necessary information and efficiently generate the requisite invoices. We remain committed to delivering exceptional service and resolving this matter to the best of our ability

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/21/2023 I purchased a bicycle on Amazon from this company. While assembling bike, I found a defective pedal. I have reached out to the company several times to send me a replacement left pedal since the item is definitely under warranty. The company has delayed and done everything possible not to send me the replacement pedal that I am due. Rather than being able to use my equipment, it is sitting unassembled due to this company's delays. I have sent the company proof of purchase receipt, pictures requested, as well as the Serial Number for the bike. Yet each day goes by, they are emailing me with some other suggestion rather than simply replacing the defective part. Please assist in this matter.

  Business response

  09/14/2023

  We have reviewed the details with our team and have verified that the customer is in contact with our team to determine the next steps on her model. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date of the transaction is 3/9/2023.$534.99 Exercise bike model e3919 Equipment was defective upon arrival.The company didn't provide an adequate solution because the equipment still doesn't work. The company provides a 30-day money back guarantee however that was not received even Though I am not satisfied with the equipment because it is defective.Tracing number9400111206214153127277

  Business response

  08/14/2023

  We have emailed the customer to gather additional information to determine the next steps. 

  Customer response

  08/27/2023

   
  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,
  
  Will ******

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 5/18/23 For the amount of: $441.48 Order number: SHF186204 I purchased a Programmable Recumbent Exercise Bike on 5/18/23 and received it on 5/27/23. After putting the bike together it did not work. It was never able to be put on. There is a start/stop button and it does not start after pushing the start button. Nothing even lights up. I sent the company an email on 5/28/23 explaining to them how their product does not work. They responded back to that email on 5/30/23 and asked me to check my wiring and the outlet I was using and I did and they were all fine. On 6/1/23 an employee from the company by the name of ****** called me and said that they believe the problem is with a part called the meter and that they are sending me a new meter in the mail. After receiving and installing the new meter the exercise bike still did not work! It still was not able to turn on, so therefore the problem was not with the meter! I emailed the company on 6/19/23 explaining how the new meter did not fix the problem at all. The company responded back to that email on 6/23/23 stating and I quote, That they have verified the details of my claim and unfortunately, with the shipping protection attached to my order, we do not have jurisdiction of the claim, please file a claim with the ************** to determine how they can assist me further as our replacement part did not resolve the issue on your model. This problem has nothing to do with the shipping protection company! All parts were totally fine and intact when I received and opened the products, so therefore this is not a shipping issue. Also, they admitted in their last email to me that their replacement part did not resolve the issue on my model! I purchased a product from their company in which that product never worked from the moment I received it. In their return policy they state that their company is liable when and I quote, Item arrived defective and cannot be fixed with a replacement part.

  Business response

  07/31/2023

  We have reviewed the details further with our team and will proceed with a full refund for the purchase, the details of the refund have been emailed to the customer as well. 

  Customer response

  08/25/2023

   
  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

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The stationary bike I bought it was stated that it has a 30 days full return option and in fact the same bike from Sunny Health and Fitness on Amazon has a full 90 day return option! The company kept emailing me several times saying I will be receiving the bike next day; that did not happen and after many promises it was finally received on the 17th of May 2023 instead of the promised 10th of May date!The packaging was fully banged up and had cuts and torns in it and in fact parts of the bike stuck out from the package! Their delivery service left it at our door like that! I contacted the company and sent them pictures of the damaged and disseminated packaging and explained to them that I am a senior citizen with health issues and Carpel Tunnel and arthritis in my hands and I cannot risk opening this fully banged up package and assembling the bike which by the evidence of the package and its late arrival, it shows that it will have issues and I requested them to have this damaged shipment picked up and to send me one in good condition. The company refused that and when I decided to return the bike they said they would not refund my money fully because I refused to put the bike together and to accept receiving parts for the damaged parts of the bike!Now, their return policy clearly states that if the bike is not returned in the original package they wont accept any return; while they want me to take the bike out of its damaged package and go through motions of receiving parts for damaged parts and see if it works! All with my sickness issues, Carpel Tunnel and arthritis in my hands!While in the first paragraph of their return policy on their site they promise a 30 day return and on their Amazon store they promise a 90 day return!To me it seems like here they are trying to take advantage of a senior citizen of our country and force them to accept a product that was not delivered in good order by their shipping company!Its just immoral business practice!

  Business response

  07/13/2023

  We have established communication with the customer regarding the current status of purchase order SHF185394 for model SF-B2715, this order is under investigation due to a chargeback dispute submitted by the customer, resulting in the temporary suspension of all associated funds. To expedite the resolution process, we kindly request that the customer contact their bank promptly to initiate the necessary steps to conclude the investigation. It is important to note that the retraction of the chargeback and the subsequent release of funds may require additional time to be reflected accurately in our records and to become available for a refund. This is because both financial institutions involved in the transaction will thoroughly review the provided information to ensure a fair and comprehensive assessment. While we anticipate that the retraction process will be expedited, we would like to emphasize that a certain period of time will still be necessary to complete the closure procedure fully.

*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. ↩