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:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a used Tonal trainer (Serial Number:) which included an active, paid-for subscription. When I contacted Tonal Support, they unilaterally terminated the subscription. They informed me that as a second-hand owner, I was not entitled to support and my machine's "smart" features would be disabled unless I purchased a new subscription.This action is part of a broader pattern of unfair and deceptive business practices. Tonal markets an "intelligent" gym but intentionally cripples its core functionalityincluding Dynamic Weight Modes, personalized suggestions, and the Spotter safety featureby locking them behind a perpetual subscription paywall. This is a material omission of the product's true nature. Tonal's policies are hostile to the second-hand market. By terminating my subscription, they interfered with my property to coerce me into a new revenue stream. Their non-transferable warranty and refusal to sell parts or provide service to subsequent owners destroys the product's value and punishes consumers for exercising their right to sell property. Furthermore, Tonal refuses to sell individual parts, forcing owners into expensive, proprietary repairs. This violates Right to Repair principles. The device also has an undisclosed "always-online" requirement for even basic functions, meaning it can be rendered useless without internet.These practices are unconscionable and appear to violate consumer protection laws. On July 18, 2025, I sent a formal Demand Letter to Tonal's legal department under the Alabama Deceptive Trade Practices Act outlining these violations. This BBB complaint is a further step in seeking a fair resolution.

  Business Response

  Date: 07/23/2025

  Thank you for reaching out and sharing the details of your situation.
  We understand that you purchased a Tonal unit second-hand and expected to retain access to the original owners membership. Tonal is very transparent with our policies surrounding second-hand ownership. Memberships and warranties are non-transferable and must be activated under the new owners name to access smart features and ongoing support. These policies are publicly available and outlined here: *******************************************************************************************
  
  As stated in our guidelines:
  Tonal memberships and limited warranties are non-transferable. A new membership must be purchased and activated in order to use Tonals smart features. Tonal reserves the right to restrict access to features and support if a device is used without an active membership under the current owners account.
  
  We recognize that this may be disappointing, but we are unable to reinstate a membership associated with a previous owner or unlock our dynamic weight mode features without an active, valid membership registered to you.
  Additionally, regarding your request for self-repair and access to individual parts or service manuals: Tonal does not offer self-repair options or sell individual internal components for user servicing. This policy exists to protect the safety and performance integrity of the Tonal system. All repairs must be conducted through Tonal-authorized service channels. While weve noted your feedback and escalated your concerns internally, we want to be transparent: we will not be providing an exception to enable features without a valid membership, nor will we support self-service repair paths at this time.

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 called in and cancelled my membership FOUR YEARS AGO. Right after Covid. Ive come to find out theyve been charging me ***** a month still and never cancelled.

  Business Response

  Date: 06/20/2025

  Hi there! We have no record of any cancellation or pause request under the contact information provided. If you reached out using different information, please let us know so we can look into it further.
  If you'd like to proceed with a cancellation now, were happy to honor that, just give us a call at ************.
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23495392
  
  I am rejecting this response because:

  I called and spoke to someone years ago. I didnt think Id have to verify my cancellation. I wouldnt even have known that was still paying had my accountant not mentioned it. Im sure u can see in your records that I havent even used the equipment in years hence why I cancelled years ago. A little over 2 grand might seem like something little to u but its the principle. I dont even feel comfortable calling the same number I called to cancel a membership I already cancelled. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/23/2025

  Thanks for following up!  Weve reviewed the account and dont see any record of a cancellation or communication indicating one. We also dont show any support history that would suggest the membership was closed.
  Please let us know if you'd like us to reach out directly to confirm cancellation now.

  Customer Answer

  Date: 06/23/2025

  
  Complaint: 23495392
  
  I am rejecting this response because:
  Im not understanding. All I know is I called in and was told my cancellation would go through YEARS ago. All I ask is that u go look at the equipment usage and you will see it hasnt been used in YEARS .. since I called and cancelled. Im basically being told to reach out to the same number I called that got me in the situation before. Someone on your end didnt press a button or something. Thats not my fault. Yes I want it cancelled. I wanted it cancelled then. I also want to be refunded the monies that u all charged when it was supposed to be cancelled long ago. This isnt right!
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a Tonal machine on Dec 1, 2024, and have already paid for the equipment in full. Tonal offers a complimentary Certificate of Insurance (***) upon request. I provided all the necessary information for the *** (including the name of the additional insureds and full address), and was told they would take care of it.After weeks of silence and several follow-ups from my end, I learned that Tonal had dropped the ball on generating the *** and failed to inform me. When I re-engaged, they claimed they needed a sample *** in order to proceed. I explained that I didn't have one, but could provide all the information they would otherwise retrieve from such a sample.They refused to accept this and continued to insist on a sample ***. After months of back-and-forth and wasted time, I finally tracked down a sample and provided it to them. They then claimed the *** would be generated within 3 business days. That deadline passed, and I was again told they now required the sample *** to already have the additional insureds listedan unreasonable and impossible request, as I am not an insurance provider.This ever-changing set of requirements has felt like an intentional delay tactic. I am now in month seven of trying to obtain the equipment I paid for in full. Tonals customer service has been inconsistent, unresponsive, and deeply frustrating. Their refusal to take responsibility for providing the ***despite offering it as part of the servicehas prevented me from receiving the product I purchased.I have made every effort to cooperate and provide the information they claim to need. Their shifting demands, lack of follow-through, and refusal to take accountability have left me with no choice but to escalate this matter.Resolution Requested:Immediate generation and delivery of the *** with the correct additional insureds so that my equipment can be installed without further delay.Compensation for the 7+ month delay

  Business Response

  Date: 06/13/2025

  Hi there. Thank you for reaching out. Tonal does offer assistance with Certificates of Insurance (***s) for installation, and as part of that process, we require a sample *** from our members. This sample allows our team to ensure the necessary formatting, required parties, and policy language align with the insurance and liability requirements set by our third-party installation partners. We are unable to make exceptions to these requirements, as the information is non-negotiable for scheduling installation. Our records show that while you did submit a sample ***, key fields were redacted. The missing information is necessary in order for our team to produce a valid and compliant ***. Weve communicated this to you multiple times and advised that we can either proceed once a complete, unredacted sample is provided, or issue a full refund if you prefer not to move forward under these terms. As of this response, we have not received the requested information or further direction from you. We are committed to fulfilling your order as soon as the required documentation is received. However, without the complete sample ***including the necessary visible fieldswe are unable to proceed with installation. We welcome your response at your earliest convenience so we can either finalize the *** or process a refund per your preference.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23462515
  
  I am rejecting this response because:
  

   

  Thank you for your response, but unfortunately, it contains multiple factual inaccuracies and omits crucial context.
  To clarify:
  Tonal is misrepresenting the nature of the redacted sample ***.
  The only redacted field on the sample I submitted was the name of the additional insured, because the sample was not originally created for my installation. All other fieldsincluding formatting, structure, and policy languagewere fully visible and unaltered. It is misleading to state that key fields were redacted, which falsely implies multiple or critical omissions.
  Tonal has had the correct additional insured information since December 2024, which I provided in fullname, address, and all required details. On April 1, 2025, they even emailed their internal team forwarding both the sample *** and the correct additional insured details I submitted, confirming they had everything they needed to generate the ***.
  The new requirementthat the additional insured must be listed on the sample ***was never stated in the original process and was only introduced after months of back-and-forth. This shifting standard is both unreasonable and burdensome to the customer, especially given that I am not an insurance provider and cannot fabricate documents.
  It has now been over 6 months since my full payment was made (December 1, 2024), and Tonal has continued to delay delivery of my equipment while requiring increasingly arbitrary documentationdespite offering the *** as a service at the time of purchase.
  The claim that Tonal is committed to fulfilling the order is not reflected in their actions. Their continued refusal to generate the *** after being given all required informationcombined with their refusal to accept a standard industry sampledemonstrates bad faith and failure to deliver on contractual obligations.
  I have been more than cooperative, patient, and proactive throughout this process. At this point, Tonal has had:
  The full additional insured information (for months)
  A valid sample *** showing formatting
  Repeated opportunities to resolve this
  Clear communication from my side, including multiple deadlines
  Instead, they have continued to withhold the product I paid for in full and are now attempting to publicly misrepresent the facts.
  I request that this complaint remain open until Tonal both:
  Delivers the equipment immediately by generating the *** using the information they already have, and
  compensates me for their unreasonable delays, false statements,  acts of bad faith, and burden placed on me as a customer. 

  Business Response

  Date: 06/19/2025

  Thank you for your response. We recognize the seriousness of your concerns and want to address them directly.
  While we regret the extended delays youve experienced, Tonals Certificate of Insurance (COI) process exists to meet specific liability and formatting standards required by our third-party installation partners. A sample COI; including visible example language for all fields is necessary to ensure compliance. This includes showing how additional insureds are typically listed, even if the sample is not tied to your specific project.
  The sample COI you submitted had a key field redacted; specifically the additional insured section, which prevents us from validating that requirement. This is not an arbitrary demand; it is a compliance step that Tonal cannot bypass. While we understand your position, our team has made multiple good-faith efforts to explain what is needed and why.
  At this time, our offer stands:
  We are ready to proceed with generating your COI once a complete, un-redacted sample is received that includes the necessary formatting.
  If you are unable or unwilling to provide that, we can process a full refund for your order.
  

  We understand this may not be the resolution you were hoping for, but we cannot move forward with installation without meeting the requirements established by our legal and insurance partners.
  Please let us know how you wish to move forward. We remain committed to resolving this promptly within the boundaries of our policies and contractual obligations.
  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23462515
  
  I am rejecting this response because:

  Thank you for your response. However, your continued mischaracterization of the facts and shifting requirements only reinforces the core issue: Tonal has unreasonably withheld the delivery of a fully paid-for product for over seven months by repeatedly changing the criteria for what constitutes an acceptable ***.
  To clarify once again:
  I placed my order on December 1, 2024 and provided all required *** informationincluding the exact name and address of the additional insuredsshortly thereafter.
  On April 1, 2025, Tonal explicitly confirmed via email that the information I had provided was sufficient. In that message, Tonal thanked me for providing the sample *** and clearly stated that the certificate would be generated within three business days.
  There was no mention in that messageor in any of our earlier communicationsthat the additional insureds needed to be pre-listed on the actual sample ***.
  After Tonal went silent for weeks, I followed up on April 24, 2025, and only then was I toldarbitrarily and for the first timethat the sample *** needed to already include the additional insureds on it.
  This requirement is not only logistically impossible for a customer (since I am not an insurance provider), but it directly contradicts Tonals earlier acknowledgment that the information I provided was sufficient.
  I have email records of all of these exchanges, including your April 1 confirmation that my documentation met your criteria and that the *** would be generated promptly. 
  To summarize:
  Tonal had all the information required to generate the *** as early as December 2024.
  Tonal confirmed in writing on April 1, 2025, that they had what they needed.
  It took multiple emails from me to get Tonal to respond again after that confirmation.
  Only after I followed up weeks later did Tonal introduce new, inconsistent demandswhich I believe to be attempts to delay fulfillment and avoid accountability.
  Tonal is now falsely reframing this as a compliance issue, when in fact the inconsistency is internal and unprofessional.
  At this point, I am requesting:
  The immediate generation and delivery of the *** and installation of the Tonal equipment using the information Tonal already acknowledged was sufficient in their April 1, 2025 email.
  Compensation for the undue stress, lost time, and logistical burden caused by Tonals shifting policies, delayed communication, and refusal to honor the process they themselves laid out.
  No customer should have to chase a company for over half a yearespecially after paying in fullonly to have the requirements change midstream and retroactively. Your conduct has caused serious inconvenience and stress, and it is unacceptable.
  I will continue to pursue this complaint until delivery is completed and fair compensation is offered.
  Sincerely,

  
  
  

  Business Response

  Date: 06/25/2025

  Thank you for sharing your documentation. After careful review, **** determined that it does not meet the necessary requirements.
  As we did not receive a valid Certificate of Insurance (COI) we proceeded with cancelling your order and have issued a full refund.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23462515
  
  I am rejecting this response because:
  Tonals public response misrepresents the facts and omits key details of their ongoing pattern of avoidance, delay, and bad faith conduct.
  On Monday, June 23, Tonal emailed me directlyoutside the BBB platformstating they would cancel my order and issue a refund within 35 business days unless they received a fully unredacted sample Certificate of Insurance (***). This was a clear attempt to circumvent the BBB process and resolve the matter privately without public accountability.
  I responded to their message immediately that same day, attaching the fully unredacted sample *** as requested. In that same email, I clearly and explicitly stated that I did not consent to cancellation and still expected delivery of the product I paid for in full over seven months ago.
  Tonal did not respond. They ignored my submission and communication entirely.
  It was only when I followed up again two days later, on June 25, that Tonal repliednot to acknowledge receipt of the documentation, but to claim that the order had already been canceled and a refund issued. This occurred before the end of their own stated 35 business day window. Once again, the only timeline Tonal has chosen to honor is the one that facilitates their cover-up.
  Throughout this process, Tonal has displayed a pattern of moving goalposts, contradicting their own prior statements, and obstructing resolution at every turn. Specifically:
  I provided the correct name and address of the additional insured in full, multiple timesbeginning in December 2024
  The only redacted field on the original sample *** was the name of the wrong additional insured, because the document was a sample, not meant to represent my installation
  On April 1, 2025, Tonal confirmed in writing that the sample *** and additional insured information I provided were sufficient, and promised the *** would be generated in three business days. They then went silent for weeks and only changed their position after I followed up on April 24, at which point they introduced a new and retroactive requirement that the additional insured section be unredactedeven though they were advised multiple times that the additional insured listed on the sample *** was not the correct one, as it was only a sample. They had already been provided the correct additional insured name and address multiple times. This requirement had never previously been stated and directly contradicted their April 1 confirmation that what I provided was sufficient.Their latest public response is intentionally vague, because it is not grounded in logic, compliance, or contractual obligations. It is simply a defensive maneuver to obstruct delivery, invalidate the extensive paper trail I have provided, and avoid accountability for their repeated failures. Tonal is not following the agreement I entered into when I paid for their product; they are instead attempting to escape their obligations by reframing the issue to place blame on the customerdespite written confirmations to the contrary.To be absolutely clear:

  I have met every single requirement Tonal has laid out, including the unredacted sample ***.
  I have never agreed to a cancellation.
  I continue to request and expect the delivery of the product I paid for, and
  I am also requesting appropriate compensation for the months of unnecessary distress, delay, and bad faith behavior this experience has caused.
  Tonals actions are not those of a company seeking resolution. They are those of a company trying to shut down exposure, shift blame, and quietly walk away from a clear contractual obligation.
  I request that this complaint remain open and be formally marked unresolved. I am also pursuing this matter further with the *****************************************, and I reserve the right to file a small claims lawsuit if Tonal does not reverse this cancellation and fulfill their obligation.
  

   Sincerely,
  
  

  
  

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  For about the past month I have reached out to Tonal on several occasions regarding an issue with the device. Each time I am put through a series of questions to try to resolve. At the end of each call I am told that my case has been escalated and a member of the management team will reach out in ***** hours. The devices monthly subscription is roughly $100 and it seems they have no plan on helping me resolve the issue. The screen blacks out randomly between workout movements and there is no way to reset it. No one at Tonal has an explanation. When I query about the warranty I am told it has expired and even if I wanted to attempt that route I would be talking to the same people. Terrible customers service. Promises of calling back never happens. Just overall a poorly run business for a $4500 product. I would like a replacement at a minimum at this point.

  Business Response

  Date: 06/04/2025

  Hi there. Thank you for bringing this to our attention, and we sincerely apologize for the ongoing frustration you've experienced. Please know that we take your concerns seriously. Weve escalated your case to our senior team, and someone from our team will be reaching out to you directly with a resolution as soon as possible. Thank you for your patience, and we look forward to getting this resolved for you shortly.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Dear Better Business Bureau,I am writing to formally request your assistance in resolving a dispute with Tonal, a fitness equipment company, regarding a faulty installation of their wall-mounted unit in 2023 and the companys refusal to take responsibility for the resulting ********* May 2025, I contacted Tonal after discovering serious issues during an attempt to uninstall the unit. Specifically, I found that one of the wall mount screws was visibly bent, and four bolts had been stripped and over-torqued during the original installationmaking removal impossible using standard tools. I sent detailed photos of the damage as requested by their support team and requested urgent assistance in safely removing the unit, along with a refund of the original installation fee due to the poor workmanship.Despite Tonals acknowledgment of the information I provided, their final response was dismissive. They stated that they do not offer uninstallation services, even though the current problem stems directly from their own installation team's mishandling. Additionally, they denied my refund request, citing that the installation occurred over a year agocompletely ignoring the fact that the faulty installation has only now manifested in a way that prevents safe removal and transport of the equipment.Tonals refusal to offer a reasonable solution has caused undue stress, financial burden, and unnecessary delays. Their failure to take accountability for the substandard service I received does not align with the premium customer experience they promise.I am seeking the following resolution:* A full refund of the original installation fee I have attached the email correspondence between myself and Tonals customer support team for your review. Your help in facilitating a fair resolution to this matter would be greatly appreciated.

  Business Response

  Date: 06/10/2025

  Hi there! A member of our team will be connecting with you within the next ***** hours with a resolution. 

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Less than a year ago, I paid to have my Tonal repaired due to fraying cables. Now, the exact same problem has occurred again, and Tonal is insisting that I pay once more for a repair that clearly should have been resolved the first time. This is completely unacceptable.Not only is it unreasonable to be charged twice for the same defect, but the lack of accountability and support from their customer service team has left me with no confidence in the company.

  Business Response

  Date: 05/01/2025

  Hi there, thank you for raising your concern. We understand its frustrating to deal with a repair. As with any machine that has moving parts, maintenance can sometimes be necessary over time. Since your device is now outside the original warranty period, any needed repairs would be at the owners expense. While we realize this may not be the resolution you were hoping for, were here to help. Please give us a call at 855-MY-TONAL for further support. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23271121
  
  I am rejecting this response because I understand I am out of warranty and that is why I paid to have this issue fixed less than a year ago. I am now having the exact same issue again that I already paid to have fixed.  I should not have to pay to have the same issue fixed twice.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/02/2025

  Hi there. Thank you for reaching out. While the repair performed less than a year ago did include a 180-day warranty, that warranty period has expired. As such, the current issue falls outside of our service coverage. That said, we always strive to be fair and transparent with our customers, and wed be happy to inspect the issue to determine if any accommodation may be appropriate. Please reach out to our team and we will happily review and assist. 

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23271121
  
  I am rejecting this response because I have already contacted your team, as you suggested, and received no meaningful assistance. It is unacceptable to expect customers to continue paying for repairs on a product that fails in less than a year. Repeatedly instructing me to contact your team appears to be nothing more than an attempt to placate me and resolve this BBB complaint without offering a real solution. This is not acceptable.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/07/2025

  Thank you for your continued feedback. We sincerely regret that your experience with Tonal has not met expectations, and we understand how disappointing your situation can be.
  After further review, wed like to reiterate that your Tonal system is currently outside of its original warranty coverage. As with any product that includes complex components, maintenance or repairs may be necessary over time. Similar to other fitness equipment, usage and wear can vary, and ongoing care is sometimes required.
  Because your system is no longer under warranty, any repairs or replacement parts would fall outside of our complimentary service and are the responsibility of the owner. While this may not be the resolution you were hoping for, our team remains available to support you through the repair process to ensure you can continue enjoying your Tonal.
  If you have additional concerns or need assistance with the next steps, please dont hesitate to reach out to our ************* team.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Im writing to formally express my concern and disappointment regarding the recent malfunction of my Tonal equipment, which is now just outside the warranty period.While I understand warranties have limits, I believe this situation warrants thoughtful consideration. My Tonal has been well maintained and used moderatelynot on a daily basisso its frustrating and surprising to encounter issues so soon after the warranty expired.Given the machine is no longer fully functional, I am unable to use the service Im paying for. As a result, I will need to cancel my monthly subscription until a resolution is reached. I simply cannot justify continuing to pay for a membership when I do not have working equipment.I invested in Tonal for its durability, innovation, and high-end experience. This situation undermines the trust I placed in your brand. Im requesting that Tonal offer a repair or replacement solution, taking into account the light usage and the proximity to warranty expiration.

  Business Response

  Date: 04/25/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration you're experiencing with your Tonal. Based on the information provided, we are currently unable to locate an Order ID associated with your account. We want to assure you that we take situations like this seriously and are committed to finding a fair resolution, especially when concerns arise near the end of the warranty period. Please reach out to our Member Support Team directly with your Order ID or account details so we can look into this further. We will do our best to assess the issue and explore potential solutions within the scope of your warranty. We appreciate your investment in Tonal and value the trust you've placed in us.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Absolutely ridiculous!!!! Order the tonal 2 and was given installation date of March 14. They called me at 8 pm March 14 to say they now couldnt deliver and it was delayed indefinitely. This machine is $4500!!!! I called and got the run around from customer service. Told them repeatedly to cancel the order and they refused!!!! SCAM!!!!!!!!

  Business Response

  Date: 03/14/2025

  Hi There, 
  
  We're truly sorry for the frustration you've experienced. We understand how important a smooth delivery process is, and we regret any inconvenience caused by the rescheduling of your installation.
  
  To clarify, your order was rescheduled due to installer availability. While we strive to accommodate our members' schedules, our installation partners manage their own availability. In this case, records indicate that *** reached out to inform you of the reschedule and offered an alternative installation date of 3/21. We understand this did not work for you, and you subsequently reached out to Tonal and requested to cancel your order.
  
  As explained in your interaction with ************** your cancellation is currently being processed within the standard 710 business day timeframe.
  
  A member of our escalations team will be reaching out to provide more details and assist with next steps. 
  
  If theres anything else we can do to support you in the meantime, please dont hesitate to reach out.
  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23064054
  
  I am rejecting this response because: I was never contacted on the 21!! I received a text to schedule and the link didnt work I had to call and got the run around yet again on when it would be delivered. I was told the 14. Then last minute the night before I got a call saying its delayed. You are a bunch of liars and such a scam!!!! Calling customer service and having them refuse to cancel an order due to your inability to deliver is insane!!
  
  Sincerely,
  
  *********** McMahon 

  Business Response

  Date: 03/17/2025

  Thank you for reaching out and providing more detailswe understand your frustration and appreciate your patience.

  
  Our records indicate that RXO contacted you on March 13 to offer an alternative date of March 21. Additionally, we reached out on March 14 to assist with canceling your order and to explain the cancellation process. A voicemail was left, and a follow-up email was sent to ensure you had the necessary information.

  
  At this time, there are still outstanding steps on your end that need to be completed before we can process the cancellation. A representative will be reaching out to you today to go over the next steps. Please let us know if you have any questions or need further assistance.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23064054
  
  I am rejecting this response because:
  LIARS!!!!! Still have not cancelled the order and they never contacted me until the night before to say its as delayed. SCAM!! 
  Sincerely,
  
  *********** *******

  Business Response

  Date: 03/19/2025

  Hi there,

  Thank you for getting back in touch.

  I can see that you have responded to our escalations team and they have advised you of the next steps to which you have agreed.

  Thank you for your cooperation! 

• Initial Complaint

  Date:03/09/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 HAD A MEMBERSHIP WITH TONAL SYSTEMS (********************************************************************************). I REQUESTED THAT THEY CANCEL MY MEMBERSHIP AND THEY DID. THEY (TONAL) INFORMED ME (VIA EMAIL) THAT I CAN USE THE " FREELIFT" MODULE. AS OF THIS DATE, I AM UNABLE TO USE THE "FREE LIFT MODULE." I AM A SENIOR CITIZEN AND A US MILITARY VETERAN ON A FIXED INCOME. I TOLD THE COMPANY REPEATEDLY THAT I COULD NOT AFFORD THE MEMBERSHIP. I PAID OVER $3,000.00 FOR THE EQUIPMENT AND I SHOULD NOT BE FORCED TO PAY FOR SOMETHING I DID NOT WANT. THIS ENTIRE OPERATION IS DISHONEST AND THEY TAKE ADVANTAGE OF INDIVIDUALS WITH LIMITED FINANCIAL RESOURCES. I WANT THIS MATTER RESOLVED.

  Business Response

  Date: 03/10/2025

  Thank you for sharing your feedback regarding your experience.We strive to be transparent about our Tonal membership , and you can find detailed information about the experience without a membership in our public knowledge article: **********************************************************************************************************************. You will have access to Basic Free Lift which is a limited version of Free Lift. A member of our team will reach out to clarify further. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23042260
  
  I am rejecting this response because:   I need this matter resolved immediately.  They had no problems taking my membership fees for three years ($63.00x12=$756.00 (I cannot afford this yearly amount)   - $756.00 x 3 years =$2,268.00 plus what I paid for the Tonal over $3,200.00 = $5,468.00)!   I want the "FreeLift" activate immediately (as I repeatedly ask them to do so)!!!!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/12/2025

  Hi There!
  
  Thank you for reaching out and sharing your concerns. We understand that youd like to access our paid membership features without an active membership, and we regret that the free Basic Lift experience does not fully meet your expectations.
  
  For members who choose to continue their strength journey with the Free Basic Lift, our Terms of Service (********************************************* - Section 10) specify that features such as historical data, usage records, custom workouts, and advanced weight modes will no longer be available. As a result, your Tonal device may be limited to adjusting the weight dial for the selected weight - provided that the Product has a continuous Wi-Fi connection. These terms were accepted at the time of purchase, and we encourage you to review them for further details.
  
  Additionally, you can find more information about the Basic Lift experience in our public knowledge base (**********************************************************************************************************************).
  
  If you have any further questions or would like to discuss this in more detail, please dont hesitate to contact our ************* team at **************. Were happy to assist you.

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  To Whom It May Concern,I am extremely disappointed with Tonals service policies, particularly regarding their $395 flat service fee. This policy is completely unreasonable and takes advantage of customers who have already invested thousands of dollars in their product. Rather than offering simple, cost-effective solutionssuch as shipping a small replacement partTonal forces customers to pay an exorbitant service fee for even minor repairs.I initially purchased my Tonal unit approximately two years and two months ago, investing over $4,000 in the system, along with a monthly subscription fee of $65 or more. Almost immediately, I encountered performance issues that required multiple troubleshooting sessions. Most recently, a simple battery compartment failure has rendered my machine unusable. Instead of offering to send me a replacement partsomething I could easily install myselfTonal is demanding a $395 service fee just to have a technician assess the issue.This business practice is unacceptable. If a service contractor is unavailable in my area, Tonals only alternative is to sell me a refurbished unitat an additional costand require me to pay for installation as well. This is an outright scam. Other fitness equipment companies, such as ******* and Concept2, provide significantly better customer support and warranty options.Additionally, when I inquired about an extended warranty, I was informed that it was only available within 30 days of purchasean option that was never disclosed to me at the time of my purchase. This lack of transparency is concerning. Customers should be made fully aware of their warranty options before investing thousands of dollars into a product that is, evidently, not supported effectively.Tonals refusal to provide reasonable support options leaves two choices: pay an excessive service fee or be left with an inoperable machine. This is not an ethical or sustainable business practice. Sincerely,******* ********

  Business Response

  Date: 03/03/2025

  Thank you for reaching out and sharing your concerns. I understand how frustrating this situation must be, and I appreciate you taking the time to provide your feedback. Our $395 flat service fee covers the cost of sending a technician to diagnose and resolve issues, ensuring that your Tonal system receives the proper support. At this time, we are unable to make exceptions to this policy. I understand that you were hoping for an alternative solution, and I regret that we are unable to provide one in this case. If you would like to proceed with a service appointment or have any other questions, please let us know. Were here to help in any way we can within our service framework.