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:04/19/2024

  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.

  Let me preface this with the fact that I am active duty Army and we are essentially required to move every three years. I purchased my Tonal in November of 2022. When I was first talking to a sales agent I expressed this fact and ask if there was an option or a package later down the line that would allow me to move my tonal. The agent said yes, that it was a $400 package the included uninstallation at the previous residence, transportation to the new residence and installation at the new residence. I am being forced to move 1100 miles, from ******* to ***** so I called tonal and asked to setup a move. I was told that it is now $500 dollars and all it covers is uninstallation at the current residence and installation at the new residence and that I would have to transport the unit myself. IF something should happen to the unit during transport, per the terms of service for their warranty that I JUST PURCHASED IN NOVEMBER OF '23, it is not covered and thus I would be stuck with a broken piece of equipment for $126 a month. I expressed this concern to the *** manager who said he would look into it for me. The first response I got stated that they could not give me a discount on the service. I DO NOT WANT A DISCOUNT ON THE $500 "MOVEMENT PACKAGE." I have no issue paying the increased cost of $500 to have the unit transported. I just want it moved. So I called back, spoke to another *** manager who told me he would look into it for me again and call me back. I just got off the phone with him and essentially I was told no, this cannot be done and that this policy took effect in January of this year, WITH NO NOTICE TO CUSTOMERS LIKE MYSELF WHO HAVE BEEN IMPACTED. I then requested the address to their legal department, which he said he didn't have and he would email me when he got it. I demanded that I have it now and that it was information they needed on hand. He said he'd call me back. Once I said I was filing a BBB complaint he offered to place me on hold. Too late.

  Business Response

  Date: 04/23/2024

  Thank you for contacting Tonal regarding your upcoming relocation. We understand the importance of taking your workout routine with you, and we appreciate your interest in our relocation services. Since the introduction of relocation options in 2019, Tonal has focused on providing a streamlined process for in-home reinstallation within local areas. For long-distance moves, our relocation kits have always required customers to handle the transportation of the unit themselves. This policy has recently been standardized to apply to all relocation types. Due to limitations with our service providers, Tonal cannot offer long-distance transportation for your unit. Additionally, as your Tonal was installed in December 2022, it falls outside the 30-day trial period for a return with a full refund. However, we can still help facilitate your move! Purchasing a relocation kit allows us to schedule both the careful uninstallation of your Tonal at your current location and its reinstallation at your new home. Please note that a minimum of three weeks' notice is required for all relocation appointments. We encourage you to review our relocation resources on the Tonal website for further details on the process and available relocation kits. Should you have any questions, please do not hesitate to contact our dedicated customer support team.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21601229
  
  I am rejecting this response because:
  
  Then *************************** lied. I SPECIFICALLY asked about this because at the time I was being stationed in ******. I would have never purchased this thing if it was going to be this much of a headache. Your company is a complete f****** scam. You rope people in then jack up prices, refuse to provide customer support and leave us out to try. I'll make sure to let the media know that Tonal takes advantage of their customer, especially active duty military. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/23/2024

  Thank you for reaching out to us with your additional concerns. We understand and apologize for your frustration regarding the relocation process for your Tonal, especially considering your deployment to ******. We do work to be as transparent as possible with having all of our relocation options listed in detail publicly on our website as our goal is never to mislead. We understand that moving can be a challenge, especially for long distances. While we don't currently and have not in the past offered long-distance transportation for Tonal units, our relocation kits provide a convenient option for both uninstallation and reinstallation at your new location. We appreciate your service and the candid feedback you have provided here and we will ensure it is communicated internally for further consideration. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21601229
  
  I am rejecting this response because:
  
  Again - IF that is true. Which I highly doubt, then your salespersons are lying to get customers. At the time, there was one options offered to me - $400 to move it. "Thank you for your service." I'd say thank you for your support but there isn't any. Either way I'm more than positive there's a lawsuit in there. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/18/2024

  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.

  One of your representatives, *************************, left a negative comment on one of my promotional videos on ********* Being that he represents your company either as an affiliate or employee, there is an obvious conflict of interest. I dont know why he would go out of his way to disparage my business, but I tried to send him an email to resolve it personally, and that only resulted in making things worse. Your company should have its representatives and affiliates represent themselves better. Dont send people to try to take shots at me.

  Business Response

  Date: 04/18/2024

  We appreciate you contacting us. This person is not associated with Tonal in any way, either as an employee, representative, or affiliate. We're sorry to hear about this situation, but please be assured that Tonal is not involved.

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:

  I dont buy it for one second, but what can we do?
  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:04/13/2024

  Type:Sales and Advertising 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.

  Hi, I ordered a Tonal and had a scheduled installation on 4/10/24. When the installers arrived they explained they needed a wide wall mount in order to complete the installation. They also explained they couldnt get one the same day and the installation would need to be rescheduled. I called tonal to let them know of the issue and they explained they would ensure a wide mount was on the notes for my order and I was able to reschedule my installation for 4/13/24. On 4/12/24, I checked in with tonal and they again ensured the notes were sent over to their installation partners and the wide mount would be in the installers truck for my appointment. In 4/13/24, the installers called me and I asked about the wide mount. The installer stated they didnt have one and had no way of getting one. Tonal had 4 days to ensure my installation would go smoothly. They failed to do so and have completely disregarded the time of a paying customer. I am looking for reimbursement as well as my tonal to be installed on 4/13/24 as promised.

  Business Response

  Date: 04/15/2024

  Hi there. We are so sorry to hear that this occurred as this is not the experience we want for our members. A member of our team will be reaching out to you today to provide reimbursement and confirm your rescheduled date. Rest assured, we have also escalated this to our installation partners to ensure your next appointment will be successful. We are committed to making this right! 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21571654
  
  I am rejecting this response because:

  I would feel better closing out this claim when the installation has been completed. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/16/2024

  Hi there. Thank you for your response. Our team will continue to work on your experience and monitor closely to completion. 

• Initial Complaint

  Date:04/11/2024

  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.

  On March 23rd, I purchased an uninstall package so the uninstallation of my Tonal could be set up. Tonal states to do this three weeks before a move. I did so 4 weeks prior. Now, April 11th, still no appointment has been scheduled. I have sold my condo and am moving out in 6 days and have called Tonal many times to try to resolve this and was told there was nothing they can do and that they emailed the department that handles this. I asked if they were going to replace my tonal, as it was approximately $4,000 and the response was I cant answer that.

  Business Response

  Date: 04/12/2024

  Hi there. Thank you for reaching out to share your experience. We're sorry to hear that your uninstallation has not yet been scheduled. We are working with our partners to ensure we schedule the uninstallation to meet the deadline you have provided. A member of our team will reach out within the next 24 hours to discuss a resolution. Thank you for your support and patience. 

• Initial Complaint

  Date:04/09/2024

  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 have had now three repairs on my tonal in one year. I bought this device, since needed repairs that take 3-4 weeks to schedule. The issue is a recurring issue, third time the cable has snapped on me mid workout with only 75 pounds of weight. Last time I was charged $395.00 for service, now two months later once again the cable snaps. $4000 machine, service costs, and monthly membership fee (which I canceled) at this point with all of the complaints coming in that I see. When is someone going to act? Tonal? What is the deal with your machine? This is unacceptable.

  Business Response

  Date: 04/10/2024

  Hi there. Thank you so much for raising your concerns in regards to your Tonal unit and we are sorry to hear that you require another repair. We see that our team was able to issue a service visit to replace your Tonal cables within your 180 day repair warranty. We will also ensure that our technicians complete a full diagnostic of your Tonal to ensure any additional issues are addressed on site. A member of our team will be reaching out within the next 24 hours to further discuss the resolution to the issue with your device. 

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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.

  We have had 3 issues in which we have tried to convey to management at tonal. First was our experience with installation. The first team came unprepared, was here for hours, spent most of the time on the phone with their manager, and told us the spot we wanted would not work, and showed us the only spot that would work. We agreed based on a specific spot. They then finished the work and ask me to approve it. When we went in, it was different than I agreed to and was totally unusable, due to a wall behind it. Second team was great. But also asked why the first team did not use the stud expanders. I had even asked the first team if they had something like that and they said no. SO we had torn apart and reinforced 2 walls, which neither was needed, at my cost. 2) Concerns with durability. When the second installers came, they noticed one of the arms needed correcting and did it. But we had barely even used it at that point. Since then we notice the handles both burn through batteries and are not always responsive, the counter does not always count the # correctly, a lot of the time. There is also a clicking notice coming from the arms sometimes which has been there since the beginning. The third issue is that while I was still in the return period after getting it extended due to not being able to use it after installation, I noticed a Christmas sale that allowed for $500 off instead of $250 off which I received. With all my issues I wanted to ask them to give me the difference between the two. However, when I emailed to speak to the manager I originally spoke to about the installation, (who said she would keep with the case) about the credit adjustment and my issues, I found out that she had already moved me to level 1 customer service and I had no way to get back to the manager. Resolution: I would like to have a member of higher up management call me and address these issues.

  Business Response

  Date: 04/04/2024

  Thank you for reaching out and sharing your detailed feedback about your recent Tonal experiences. We take your concerns about the Tonal's durability seriously. It's important to clarify that sometimes, freshly unboxed Tonal arms may need to be connected to the device this is a normal setup procedure and doesn't signify a defect. We understand your disappointment about missing the Black Friday discount and we reviewed your purchase history and confirmed your Tonal was purchased in September and installed in October while the Black Friday promotion was valid only for purchases made within a specific November-December window. We would like to offer a dedicated point of contact to address your concerns comprehensively. A member of our team will be reaching out to you within the next 24 hours to discuss your concerns and provide any technical support required. 
  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21527364
  
  I am rejecting this response because: hi, I have been contacted by a member of the Tonal management team as my schedule is busy, and my situation is complex with many different layers, I have not yet been able to respond thoroughly to Tonal. I am requesting that my case stay open while we negotiate a acceptable resolution for both parties. I will be responding to Tonal  today, but Im requesting a little extra time to thoroughly explain my issue and allow Tonal to examine it fully
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/09/2024

  Hi there. We can confirm that your case will be kept open until we come to a resolution. We hope to hear back from you soon. 

• Initial Complaint

  Date:04/03/2024

  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.

  When we bought out Tonal, we were told the cost of our monthly fee would be $30 after the introductory period (which I believe was 3 years). Since then, they have increased the fee to use the machine to ***** +taxes, more than doubling the cost. Because of this, I have a machine I have spent thousands of dollars on which is now essentially useless. I find their pricing to be deceptive, dishonest and a bait and switch which I feel they should be held accountable for.

  Business Response

  Date: 04/04/2024

  Hi there. Thank you for providing your feedback on our membership pricing. Tonals monthly membership fee was historically $49.99 per month since Tonal's launch in 2018. In February 2023, we increased our membership pricing for the first time to $59.95 + any applicable taxes. We do see that your initial membership commitment was bundled with Affirm Financing which is why you may have not been aware of this increase. With Tonal's price increase on membership, we remain committed to providing our members with an industry-leading fitness experience and consistently providing new content and software updates to enhance your overall experience. We can have a member of our Care team reach out to discuss further options.

• Initial Complaint

  Date:04/03/2024

  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 my tonal in 2021 for $4800 and they didnt offer any extended warranty and within 2 months there was a issue which they couldnt figure out and since then they replaced 3 devices and the 3rd device was ok and i started to use it more frequently since 2022 december, so it is less than 1 year i used more frequently and now i see more issues and when i speak with customer care they say since the device is out of warranty i have to pay $395, so all the new devices have extended warranty and i was not offered this and my point was what if i keep seeing these issue many times which will cost me $395 ********* time which sounded ridiculous to me, the customer service was very rude especially one agent told me we gave you 3 devices which is worth $12000 im like it was manufactures defect and it was not something customer broke and you replaced for free which was such a wrong statement and the manager i spoke was very rude, she was like either u take it or dont. I didnt expect this from Tonal, i need a resolution here all iam asking is to offer me a extended warranty or do it for free or reduce the service fee to minimal and not $395 with 20% off which is like peanuts

  Business Response

  Date: 04/04/2024

  Hi There. Thank you so much for taking the time to share your experience with us. Your Tonal was purchased late 2020, installed early 2021 and at that time, your Tonal device had a 1 year manufactures warranty with 2 years parts warranty. Tonal has recently implemented an extended warranty program with a 3rd party and given the age of your Tonal device, you are not eligible for this program and these terms and conditions are set by our 3rd party vendor. We do understand that unexpected costs for repairs can be stressful, which is why we offered a discount of 20% to alleviate some of the pressure. Upon the conclusion of the repair, you then receive at 180 day warranty if anything further were to arise. We understand your desire for a free repair however this is not something Tonal can offer. Our ************* team will keep a close eye on your account if you wish to proceed. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21523788
  
  I am rejecting this response because:

  I keep hearing the same explanation again and again, i do know i purchased my Tonal in 2020, but if you see the history of my account, first of all the first Tonal device that is suppose to be delivered and installed was misplaced by XPO and i had to wait for another 2 months and then it was Installed in April or May of 2021 within 2 months there was a wifi issue on the device and ********************** couldnt figure out what the issue was and they replaced with another device which they didnt tell me it was Refurbished, i paid $4800 not to get a refurbished device, this shows how much transparency as a company you have and how you are trying to hide the issues and finally after a long discussion they agreed it was their mistake and they installed a new one, so by now they already replaced 3 devices and i have no idea why i was not offered Extended warranty or the customers who purchased Tonal before 2022 why we were not offered Extended Warranty considering the amount of issues you are seeing, Tonal customer care still didnt answer to my question where if i see issues popping up every 2months, so do i need to pay $395 every time ? and how is it a economical solution on the customer side ? i will end up spending 1000's of dollars and i would rather sell this and get a new one with extended warranty, what is it iam saving as a end user ? and why ********************** is not considering this point ? i am not looking for a free charge every time but it has to be economical even for the end user and i dont know why ********************** doesnt understand these points ? before this issue just 2 weeks ago i had a plunger issue, so that means Tonal know that the device have on going issues and thats why Tonal is offering **************** plan through Extend for all the new customers and just left everyone who purchased the device before 2022 in the Air telling them you deal with it or buy a new one which sounds pretty lame to me.

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/05/2024

  Hi there. Thank you for sharing your feedback in regards to our extended warranty and out of warranty processes. When we replace a Tonal under warranty, it keeps the remaining time on your existing warranty or 45 days; whichever is longer. Our partners at Extend consider these replacements as continuations, not new orders and because of this, we can't offer an extended warranty on the replacement unit itself. The good news is, these remanufactured Tonals are fully updated with the latest hardware and rigorously tested to perform like new! Under our warranty terms, we outline that we provide remanufactured Tonal devices as replacements. Since your Tonal was purchased in 2020 and is outside the original warranty period, any future repairs or replacements would incur a cost. We understand this might not be the news you were hoping for. As we provided your previous repair to you free of charge, we've now offered a 20% discount on the current repair to help ease the financial stress. If you are not ready to proceed with this repair as of yet, we are more than happy to hold the offer for 20% on your account until you are ready to proceed. 

• Initial Complaint

  Date:03/02/2024

  Type:Service or Repair 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.

  The tonal machine is nice with a subscription but does not allow easy cancelling or rewnewal of monthly subscription. Additionally, the machine does not function adequately without a monthly subscription. Also I have been trying to schedule and uninstall and move to new home and install. They push that business out to RXO who is completely useless. They have outsourced call center and they are not able to assist with anything. I have been waiting two weeks for my uninstall to be scheduled before my house gets packed for an overseas movement from ****** to mainland ***. They have yet to schedule and just keep telling me to wait and call back if I dont hear from them. Tonal highly discouraged self uninstall due to risk of damaging the equipment or personal injury. The use of RXO makes the tonal experience complete waste of money.

  Business Response

  Date: 03/05/2024

  Hi There! Thank you for taking the time to provide your feedback. We are sorry to hear about your relocation experience with our installation partners, we know moving can be stressful and want to get this resolved for you as soon as possible. We can see that your case is currently being looked into by our escalations team and an advocate will reach out to you with the next steps shortly. Thank you!

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21376534
  
  I am rejecting this response because: the partners have failed to schedule an uninstall before my movers are packing up the house today. I am forced to uninstall the equipment myself. I expect a refund for the service I paid for which has not been completed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/07/2024

  Hi There!

  Thank you for your response! We can see that you have received the requested refund and that this case is currently sitting with our escalations team. Our installation partners will be in touch shortly to discuss fulfilling the rest of the relocation service. Thank you again for your feedback! 

  Customer Answer

  Date: 03/08/2024

  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,
  
  ***********************

• Initial Complaint

  Date:02/25/2024

  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.

  Tonal has purposely handicapped their hardware product so that customers must pay their add-on software subscription service in order to use the basic features that are primarily on the hardware itself. For background, most smart hardware companies offer a physical product that is paired with some sort of subscription product and many cases enables the customer to participate in live content sessions or ongoing content sessions but generally the notion is that the customer is receiving, ongoing new content or ongoing new features. The software subscription includes this, however, it also is required in order to unlock features that are primarily core to using the hardware itself. The two most notable examples of this are custom workouts which are a saved version of specific motions and two the ability to use the hardware features that enable smart workout such as dynamic weights, etc. these are not features that require ongoing development or ongoing new content generation and therefore its not intuitive that they should be an ongoing cost. in fact, most customers would assume that they are included if you do not use the subscription service. And in fact, I was actually given the confirmation that when I canceled my subscription saved workouts would still be part of the experience.I imagine there are similar groups of consumers and customers who were shocked, surprised, and saddened to see this and have total not take any action. I think the true test, for this would be that most, if you asked most customers on whether these features were included, the hardware or not most them would say that they were included. In fact, I would imagine they would be quite surprised when they lost them if they did not subscribe to the service.As a remedy, I would ask Tonal either repurchase my hardware or ***** me an ability to use the features on the hardware that are not that do not require ongoing suffering development

  Business Response

  Date: 02/28/2024

  Hi There! Thank you for taking the time to provide your feedback. We are sorry to hear that you cancelled your membership, your Tonal is very much still useable without membership in our Basic Free Lift mode. However, Dynamic Weight modes and Custom Workouts are part of our paid membership subscription and are not available outside of this. We are unable to issue a refund of your Tonal device given the length of time since your installation and hope that you reconsider reactivating your membership. Thank you!

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21345133
  
  I am rejecting this response because: It does not address my core concern -- that you charge consumers an ongoing fee to use basic features of the hardware itself, which the user has already purchased from you. You purposefully handicap the hardware, without the subscription, so that consumers will be forced to buy the subscription. 

  I am a hardware founder in ************** and you are literally giving us a bad name. You are turning the "smart hardware" model into a "gotcha".

  Please give me a free membership so I can use these services, a handicapped membership that just includes these services or offer to buy back the hardware. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 03/07/2024

  Hello!
  
  Thank you for your response and feedback, we really do value and appreciate it. We do not have a buy back scheme and due to the length of time, a return for a refund would not be possible. We are unable to provide free or a tiered membership, however, we can see that our membership team have been trying to reach you to look into your concerns and go over your membership. Thanks again 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21345133
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************