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Business Profile

Exercise Machines

ImpexFitness Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    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,

    ******** *********

    Business Response

    Date: 03/24/2025

    Hello,

    We will be sending a full unit replacement to the customer.  Tracking information will be sent to the customer directly as well.

    Thank you.

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The product failed before the end of the pre-paid, two-year warranty. Product: Dual action recumbent bike JX-7301. The essential belt for the bike failed 0n 03-09-2025, before the promised 2-year warranty. Impex customer service said on 03-17-2025 that a replacement belt is "not available."Serial number: ***************#***

    Business Response

    Date: 03/18/2025

    Customer called on 3/17/2025 and was told we can provide the belt, however it is on back order for 4 weeks.  During the phone call, he was fine about the time frame.  Due to this escalated matter, we will send a replacement as soon as possible and provide tracking information directly to the customer.

  • Initial Complaint

    Date:01/24/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

     
    Complaint: 21190060

    I am rejecting this response because:

    I sincerely appreciate the parts that were sent that I was missing. I am still however missing the two brackets that attach the seat to the bench.

    Sincerely,

    ***********************

    that I paid $400 for and cant use, just taking up space. All I want are the two seat brackets so that I can use what I paid for.

    Business Response

    Date: 01/26/2024

    Good Afternoon ****,

    We sincerely apologize for the confusion and inconvenience that occurred. It seems there was some miscommunications on our end regarding this issue.

    We went ahead and assured the parts order was prepped immediately and it is currently awaiting shipment via Sendle (please allow until 01/29, end of day, for the tracking to update.)

    Your tracking number will be S3D9W67 and can be tracked at *************************************

    If you have any questions or issues with the order, please feel free to re-open the ticket, or open a new ticket and request I help you via ticket.

    Thank you in advance for your patience and understanding, have a joyful weekend

    Customer Answer

    Date: 02/08/2024

     
    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,

    ***********************

    Business Response

    Date: 01/31/2024

    Good Afternoon,


    Thank you for reaching out to us regarding the missing brackets. I see they were already shipped via ****.com tracking number **********************

    The brackets are estimated to deliver on 02/02, however, we cannot guarantee **** delivery estimates.

    In the meantime, if you need anything else, feel free to contact us directly during business hour and we would be more than happy to help.

    Thank you for your continued patience and understanding throughout this process, have an awesome day!

  • Initial Complaint

    Date:08/22/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

     
    Complaint: 20490230

    I am rejecting this response because:

    Make that tentatively rejected.  I checked the ***** tracking number cited in the Impex letter that BBB received and there is a package in transit.  When it arrives and contains a replacement for the defective part, we can close out the case.  Thank you.


    Sincerely,

    ***********************

    . <*******************************> Sent: Thursday, August 17, 2023 7:35 PM To: ************************* Subject: Re: Marcy Magnetic-Resistance Recumbent Bike ME-709 It has been some time since weve last communicated. Please advise if we can be of any assistance to you, in resolving any concerns you may have. Unfortunately, if a reply is not received within 24hrs, the ticket will expire/close and a new ticket will need to be created, should you require further assistance. Thank you very much.On Wed, 16 Aug at 4:22 PM , ******************* <*******************************> wrote: Hello ****,Apologies for the late response. Unfortunately, no attachments were received.The batch numbers or PO# are normally on the main frame (underneath or along with the flame label).We will need to find the tracking labels which will tell us which factory produced the item and when. This will help us relay the information back to the factory to figure out when and why the issue may have occurred.Thank you ****** B Ticket: ******************************************************************** On Wed, 16 Aug at 12:47 PM , ************************* <*************************> wrote: From: *********************** <*************************> Sent: Tuesday, August 15, 2023 9:41 AM To: '*******************' <*******************************>Subject: RE: Marcy Magnetic-Resistance Recumbent Bike ME-709 Quantity needed: 1 Date of Purchase: July 28, 2023 Copy of Receipt: Attached (again)PO#: The test box in the illustration does not appear on the Owners Manual that I have. The code above the Owners Manual designation is ******. Also attached is a copy of the manual cover and two labels from the back of the chair. These are the only documents available to identify the device. If this information is insufficient, the message will be clear that there is no intention of replacing the deficient part."

    Business Response

    Date: 08/24/2023

    Good Afternoon ****,

     

    Thank you for bringing this issue to our attention. My name is *****, I am the **Commerce Manager at Impex. We looked in to the issue and realized the agents helping you were not receiving the attachments sent (likely an issue with our ticket system, however, this is an isolated incident at the moment.)

    I see the order for your part was placed and processed on 08/22. You should have received the ***** tracking in your e-mail, nevertheless, the tracking number is 782834395214 - *****.com


    We sincerely apologize for the miscommunication and any inconvenience that occurred. We appreciate your patience and efforts throughout this process.

    If you have any questions at all, please feel free to respond to your original ticket and we will be able to help. Thank you for your patience and understanding, have a joyful day.

     

    Best Regards,
    *****

    Business Response

    Date: 08/24/2023

    Good Afternoon ****,

     

    No problem. In the meantime, if you have any questions or experience any issues, please feel free to contact us via the Ticket System for a quick response.

    In addition, you can request to speak with ***** and I can make sure the issue is addressed as quickly as possible.

    Thank you for your continued patience and understanding, have a joyful day.

     

    Best Regards,
    *****

    Customer Answer

    Date: 08/31/2023

     
    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

    Date:01/19/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    ****************** Exercise Bike
    Ordered on April 12, 2021 - 2 Year Warranty
    Order# ********************************
    Opened Ticket #******

    First reply...
    "An order for the part/s requested has been placed. Please allow 24 to 48 hours for the order to process"

    After waiting FIVE days with no sign of movement I asked again.

    Their reply...
    "After some review of the order, it's been determined that the seat pad is currently on backorder and will be available within 4-6 weeks"

    After some review? What that means is warranty claims are given low priority.
    The bikes are shipping but they won't serve those customers that have already paid.
    ****** has NEW bikes. The item is still in production.
    ***** (ImpexFitness) has seats. They are withholding from warranty customers.
    Please help them care for customers still under warranty.
    > Send a replacement seat for the******* immediately. <
    My next step is to contact the ** Attorney General.
    Thank you

    Business Response

    Date: 02/02/2023

    Business Response /* (1000, 5, 2023/01/27) */
    Contact Name and Title: *****- E-Commerce Manager
    Contact Phone: **********
    Contact Email: ************************
    Good Afternoon ****,


    Thank you for bringing this issue to our attention, we sincerely apologize for this experience.

    We went attained and shipped the replacement seat requested.

    Your replacement will deliver through ***; the request was processed today, but will not show any movement until Tuesday, next week.

    Your tracking number will be ****************** - ***.com

    We sincerely apologize for any inconvenience or confusion this experience caused.

    If you have any questions at all, please feel free to e-mail us directly and we'd be happy to help (you can reach me directly using the e-mail contact provided with this response.) Thank you for your patience and understanding throughout this process, have a wonderful weekend!


    Best Regards,
    ********


    Consumer Response /* (2000, 7, 2023/02/01) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:11/18/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My ************* Rower makes a knocking noise every time I use it. It started making this noise about 5-days ago and I contacted *****. They said to receive their warranty first I need to make a video of the noise. I have a land line phone and how I'm going to make a video with that phone. This is false advertisement; I would have never brought that ROWER if I had to make a video to get a warranty on it. I live alone. TICKET # 213017

    ****************

    Business Response

    Date: 12/14/2022

    Business Response /* (1000, 5, 2022/12/07) */
    Contact Name and Title: *****- E-Commerce Manager
    Contact Phone: **********
    Contact Email: ************************
    Good Afternoon*******,


    Thank you for bringing this issue to our attention, we sincerely apologize for the miscommunictation.

    We're sorry to hear you were experiencing issues with your item & apologize for any inconvenience this may have caused.

    We sent you a brand new ************* Rower. Your replacement will deliver through *** this upcoming Monday on December 12 the *** tracking number was provided through your direct e-mail.

    For reference, we provided our YouTube link below on how to properly assemble this rower: *******************************************

    If you have any questions at all, please feel free to e-mail us directly and we'd be happy to help. Thank you for your patience and understanding throughout this process, have an awesome week!


    Best Regards,
    ********


    Consumer Response /* (2000, 7, 2022/12/13) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

ImpexFitness Products is NOT a BBB Accredited Business.

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