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:02/07/2024

  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 have a Tonal exercise device. This device requires a subscription monthly. The ******************* recently passed legislation that requires gyms and subscription services to provide a Cancel or suspend my subscription button on the companys web site. Currently Tonal does not provide this and is out of compliance with ********** law. They should be subject to a fine for noncompliance. This ********** legislation was specifically implemented due to abuses by companies making it easy to enroll but nearly impossible to cancel or suspend a membership. I will be traveling and simply want to suspend my subscription while traveling..

  Business Response

  Date: 02/08/2024

  Hi There! Thank you so much for bringing this to our attention. The ********** State Law in which you are referring to is only applicable to ***********s. Tonal does not fall into the *********** category and as such, this law does not apply. We do see on your account you were quickly able to pause your membership by reaching out to our ************* team. We hope you enjoy your travels and get back to your Strength Journey ASAP!

• Initial Complaint

  Date:01/30/2024

  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.

  Title: Tonal Membership Controversy Description: Tonal, a revolutionary fitness device priced at $4,000 with a $59 monthly membership fee, is raising concerns among users. While the device boasts advanced features, users have discovered a catch if they cancel their membership, Tonal essentially "bricks" their device, removing essential functionalities that were part of the initial purchase. Despite marketing the device as a smart gym with features like local storage and Wi-Fi connectivity, users are frustrated that basic capabilities, such as custom workouts and music integration, are disabled without a continuous membership. This creates a perceived scheme and monopoly, compelling users to indefinitely pay for a device they already own. The controversy centers on whether Tonal's decision to restrict core functionalities post-membership contradicts the concept of a one-time purchase for a physical product, leading to a debate on fair pricing practices in the fitness technology industry.

  Business Response

  Date: 01/30/2024

  We appreciate you sharing your perspective and have flagged this feedback to the team. Our intention is to make our members feel their strongest we constantly strive to make our product and services better. The one year membership commitment is clearly explained in our terms of service which you can explore further here: *********************************************
  
  Should you have any further questions regarding the membership, or anything else, our ************* team is always happy to assist!

• Initial Complaint

  Date:01/29/2024

  Type:Delivery 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.

  RXO was scheduled to deliver my Tonal gym on January 19th. I live in a *** apartment building that only allows deliveries from 9am to 4pm. Despite my proactive calling and emailing they failed to deliver and were turned away when they attempted to deliver around 7pm by apartment building management. RXO scheduled another delivery and acknowledged that they must deliver by 4pm. They again missed the delivery for the second time on January 29th. I have wasted 8 hours of my time waiting at home for the delivery twice. In addition, I have wasted more time with numerous calls and emails. This is truly a horrible experience. I have not received any follow-up calls from any supervisor.

  Business Response

  Date: 01/30/2024

  Hi there and thank you for sharing your experience. We want to apologize for any inconvenience you have experienced. We're working with our installation partners to have a successful installation and get you working to be your strongest and climbing those leader boards as soon as possible. We see you have spoken with Supervisor **** as of 1/29. Should you have any concerns, questions, or just want an update during this time, please contact our ************* team as they are best suited to support you. Our team will be contacting you shortly with more information!

  Customer Answer

  Date: 02/03/2024

  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:01/22/2024

  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.

  Tonal is extremely difficult to work with and would not recommend this expensive product. First, they jacked up the monthly subscription fees which you are forced to pay otherwise you will have a $4K brick. Next, the product breaks down ALL the time. My Tonal was purchased on 1/22/2021 an by their own admission has a 3 year total warranty and a 3 year warranty on parts but labor was only 1 year. I contacted them multiple times in early Dec 2023 when if finally COMPLETELY DIED and they kept calling asking the same tired question over and over again which essentially was "have you checked to see if it is plugged in correctly'. After fielding 5 of these calls, they finally said I would have to pay a $395 fee for service to come out and fix it. I said yes. They literally sent me an email saying "If you're only partially covered, you ARE ONLY REQUIRED TO PAY FOR THE LABOR CHARGES"!!!!. Okay, I said fine, charge me for labor.However, they they sent me another email and said instead of sending service they would send me a replacement for $795!!! That was not the deal, parts are warrantied for 3 years, they need to honor that. I don't want a replacement, I want mine fixed. This is a bait and switch business! Beware consumers!How do you say you are ONLY required to pay for labor charges and then change the deal and charge me for a full replacement???

  Business Response

  Date: 01/23/2024

  Thanks for reaching out and we hope to clarify the matter and avoid any confusion moving forward. Your Tonal requires advanced servicing which we are not able to perform on site. We do apologize if our team had quoted the price for basic servicing. Due to your Tonal not being able to be serviced while in your home, we will be providing a replacement and are only charging you the labor cost. You're correct in your warranty term being 1 year for labor and 3 years for parts. This means all the needed parts are on us! Our ************* team can explain further and in more detail if you would like. We want you to get back to your fitness journey and being your strongest as soon as possible and will be working to do just that!

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21182182
  
  I am rejecting this response because: You literally said in this email that I was under the 3 year warranty. Your logic is flawed. No where on your terms and conditions for your warranty do you say that it has a $795 deductible because it has to be replaced. Also, I called several times yesterday and asked to speak to a supervisor. I was on hold for an hour and did not get a call back as promised yesterday although I did get one today.

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

  Business Response

  Date: 01/23/2024

  We're sorry to hear you have rejected our response. Your 3 year warranty includes coverage for 3 years of parts and 1 year of labor. Due to your Tonal needing advanced servicing, we will be providing a replacement and are only charging you the labor cost since you still have parts coverage. All the needed parts are on us! We do appreciate your feedback and will take this back to the team.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21182182
  
  I am rejecting this response because: You just admitted in your own email that parts are guaranteed for 3 years so it it only logical that you charge me for labor if a part needs to be replaced. Whether its one part or two parts or the whole machine is irrelevant and just semantics. 

  Not sure why it is not just easier to do the right thing and is what is in your own warranty package. 

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

• Initial Complaint

  Date:01/12/2024

  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.

  I purchased the tonal fitness equipment in September 2022. The equipment comes with 2 year warranty. Recently tonal has partnered with extend to provide additional product protection in November 2023. Extend allows the additional extension of protection for the tonal device for an 4 or 5 years post purchase date. Tonal sent an email out to current customers November 3rd, 2023 to provide the option of purchasing extend until the end of the month. The email was sent to my junk box and by the time I learned about the new extend protection plan it was already the end of December 2023. I contacted tonal customer support to ask if I could purchase extend protection plan as my tonal was still within the initial 2 year warranty and I was met with resistance and no resolution because they had already provided a one month period to sign up. ***********************************, VP of customer care at **********************, recently told business wire that It is important to us that we offer our customers service options throughout the life cycle of their Tonal trainer so that their fitness routine is never compromised. With Extend, we have both unlocked a revenue stream and a scalable way to service customers. Together we will help Tonal customers be their strongest.I believe this to be false as I did not get any notice in the mail from Tonal regarding the extended protection plan. I found out on social media that the plan existed. If tonal cared about the options for service if anything happened to this high end workout equipment then they would have put more effort in letting their existing customers know about the extend plan via mail or had local reps call. Im sure Im not the only customer who found about about extend too late given the offer to current customers was during one month period in November 2023 with no notice besides email. I am highly disappointed in the customer service response and the companys management in the roll out of their partnership with extend.

  Business Response

  Date: 01/15/2024

  Thank you for reaching out and sharing your experience. We see you have already spoken with our ************* team and we're sorry you were not able to review and action the email which was sent to you during the promotional period. To ensure all eligible customers were informed, we sent out emails on 11/3 and 11/24 containing the necessary updates. Since this was a one-time exception made to our existing member base, we're not able to make exceptions. We appreciate your feedback and should anything change regarding our product offerings, we will be sure to let these change be known via email and on our website, Tonal.com. Should you have any additional questions,, our Care team is always willing to assist!

• Initial Complaint

  Date:01/11/2024

  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.

  I purchased a Tonal Home Gym from a seller a couple years ago. The Tonal Home Gym broke due to a known defective part called a Plunger. Which resulted in a pulled muscle in my attempt to move the arm into the upper position. My research shows this is a known issues by trainers .Upon ordering parts I was inform by Tonal Tech ******** that I can't get any assistance and have to pay $795. for a replacement. Since the unit is out of warranty. Tonal would refurbish the unit and sell it for thousands of dollars. I informed ******** I am only requesting to get the Plunger parts so I can make the repair. She refused to send my the part and then offered to send a Tonal Tech to replace a 5 dollar part and charge me $365. I have purchased used cars in the past and never had the manufacture deny me from buying parts because the car is out of warranty. Which is extremely shocking how Tonal approach is different. Well to make matters worse. When I refused accept an onsite visit to replace the plunger part tech support now disable the software to the unit which now have no function. I have videos showing the Tonal Home Gym was not a software issue prior to denying the expensive *************************** wanted to charge. I had friends that received much better service than I , whom did not have a warranty. This is an extreme health danger and bad business with Tonal. Considering they had no issue charging me a membership charge without have a warranty. I always purchase used fitness equipment from other companies and never received such horrible support. *********************** was my reason to purchase this Tonal Home Gym.Tonal you have to do better. I hope you can make this right , because my fitness center and customers don't need to hear this bad experience. I am shocked Tonal Tech sent a file to deactivate my software. That is beyond forcing a strong arm purchase. Tonal need to put a recall on this safety hazard.

  Business Response

  Date: 01/12/2024

  Thank you for reaching out and providing your feedback here. As you are a secondhand purchaser of Tonal, you are not covered under our warranty which can be found here: ************************************************
  Please find that it notes:
  "The Warranty covers only the original product purchaser, and does not extend to any territories or countries outside *****************. The Warranty cannot be assigned or transferred to any subsequent purchaser or user and is not available to products that were purchased from any source other than Tonal or a Tonal-authorized reseller."
  In addition, we have made no effort to disable your trainer. We want to have this issue resolved as quickly and as safely as possible for yourself and see our ************* team is still actively working with yourself. Should you have any concerns during this time, please reach out to our team since we are ready and willing to work with you.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21126620
  
  I am rejecting this response because:

  I was offered a unit for $795 however when I spoke with Tonal's customer service They have no knowledge of this offer and can't provide what I was offered by *************; at Tonal. TONAL stated in the BBB reply they want to help me. I am confused how my experience shows Tonal cares for me.  Despite the written email showing inwas offered the Tonal for that price , I am now being informed Tonal don't care to extend their offer which now becomes a false written statement . I was openTonal to make this right.

  Is this a fair treatment?
  
  Sincerely,
  
  L P

  Customer Answer

  Date: 01/17/2024

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

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

  ************ ** 19090

  I  would like my offer that was given by ******** at Tonal support.

  $ 795 for a tech to install a Tonal unit.

  Thanks
  

  Business Response

  Date: 01/18/2024

  Hi and thank you for reaching out and providing your feedback. We see you have previously filed a feedback with the BBB and we would like to reiterate out messaging. As you are a secondhand purchaser of Tonal, you are not covered under our warranty which can be found here: ************************************************
  Please find that it notes:
  "The Warranty covers only the original product purchaser, and does not extend to any territories or countries outside *****************. The Warranty cannot be assigned or transferred to any subsequent purchaser or user and is not available to products that were purchased from any source other than Tonal or a Tonal-authorized reseller."
  In addition, we have made no effort to disable your trainer. We want to have this issue resolved as quickly and as safely as possible for yourself and see our ************* team is still actively working with yourself. Should you have any concerns during this time, please reach out to our team since we are ready and willing to work with you.

• Initial Complaint

  Date:01/11/2024

  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.

  I bought my tonal and had it installed in the summer of 2023. After the install tonal sent me an email regarding the install. I notified them that their installer drilled excess holes in my wall that were not hidden behind the tonal. I got zero response. I now have to pay for the extra repair because their lack of training The worst: I went to take down my tonal today because we are moving and I noticed that the wall bracket that holds the tonal only had three out of the eight lag screws in the stud of the wall. We are talking about a machine that weighs 150lbs being barely secured to the wall. This thing could have fallen on myself, my kids or my wife and killed someone. I reached out to Support today and was asked to send a email with documentation. I sent them an email with photos and a video clearly showing their negligence during the install. I asked for a call back today from someone in the company who can help me with this and got zero response. They said the higher-*** are looking at this email. Their product could have killed someone in my family and the lack of care from their corporate office is mind blowing. Tonal will void your warranty IF you install the unit yourself however they hire untrained handyman to install it incorrectly risking my families safety.

  Business Response

  Date: 01/12/2024

  Thanks so much for making the time to connect with ** and for sharing your feedback. We're are reviewing your installation internally to understand what happened and how this will not happen again. As you have elected to self-install, we'll be shipping out the reinstallation hardware, the regular reinstallation kit, and wide mount adapters just in case you might need them free of charge. Once your order has been processed and the tracking information populates, we will provide this to you right away so you can track your order. Our ************* team is working with you during this to ensure your relocation goes as smoothly as possible. Should you need any support during this time, our team is always available to support.

• Initial Complaint

  Date:01/04/2024

  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.

  We purchased a tonal in 2020 as the result of the pandemic. Since that time, it has failed at least 5 times, each requiring weeks, often a month or more to resolve and the current one has still not been resolved after over 6 wks. The most recent failure of our tonal happened in November 2023. It gave a warning message and smelled like melting plastic. The weight failed and I suffered a minor injury. We contacted tonal and were initially told it could be repaired via video conference. When we had this appointment, we were immediately told it could not be repaired via video and would have to be replaced at a cost of $795. If it had been repaired, it would have only been $395. We opted for replacement, waited weeks and the "new" one was installed on 12-27-23. The Tonal installer did not test the device before leaving. Had he done so, he would have seen that the "new" machine was also broken and nonfunctional. So we paid $795 for a "new" machine and all Tonal did was replace one broken, nonfunctional machine with another broken, nonfunctional machine. We were initially told they would send another new machine but were later contacted and told that no, we would not get a new machine but that our new broken machine would be repaired. So at this point, we have been told we can't fix our earlier machine, we paid $795 for new one which then has to be repaired. Had they simply fixed the earlier one, it would have been $400 less. Now we have to repair what we were told was a new machine. All the while we have been charged over $60 per month for fees for a device that does not work. They did offer to give us 3 months for free but we have yet to see that. The technician came to our home on 1-4-24 to fix our "new" broken machine, arrived with only one part, when it appears two are needed and our "new" Tonal remains broken. The latest response from them is that they are going to look into it.

  Business Response

  Date: 01/05/2024

  Hi and thank you for bringing your experience to our attention. After reviewing the matter, we see you are actively working with our Care team on a solution. They will continue to assist you until the matter is resolved. We also confirmed the 3 months coupon to your membership has been applied. You will not be charged for December, January, and February. This means there is no refund for you to see but instead, you won't be charged. Should you need any assistance, want an update, or have any questions, please let our Care team know so they can address all your concerns.

  Customer Answer

  Date: 01/05/2024

  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.   The business has responded by phone as well. I have accepted the response they have proposed but do not wish to close this complaint until the installation is done to our satisfaction which we were told could take up to another month.  Once we have the fully functional machine we paid for, then we will consider this matter settled.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/14/2023

  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.

  The tonal (exercise equipment) wont turn on. i called the only number provided and a person that doesn't understand the equipment took my info and said that someone would contact me. No case number. No fallow up call. No other way to contact them (tonal0 besides the same number where nothing happens.

  Business Response

  Date: 12/18/2023

  Hi There,
  
  Thank you so much for getting in touch and providing your feedback on the experience. 
  
  We appreciate the time you took to provide us with feedback on your Tonal experience so far. A member of our technical team will reach out to you to assist you and discuss your case further.
  
  We wish you the best on your Strength Journey
  
  

• Initial Complaint

  Date:12/14/2023

  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.

  BUYER BEWARE: Look at all the reviews. I Recently purchased a Tonal in the past 3 months. As many have eluded to, Very deceptive marketing and information practices. When I first purchased the Tonal, it was under my under my impression that the price I paid in full, included the REQUIRED 12 month membership to Tonal that included the workouts. This was not the case and I was forced to pay $60/mo. membership just to even use the machine. Seriously, you cannot even use the machine, unless you pay a monthly subscription. Even though their website, says, "Yes, you can use it without subscription" That is false. You have to FIRST pay 12 months subscription, then and only then can you use it without subscription. Then you find out they strip every feature from the system. So you paid $4500 for a machine that basically does nothing. You might as well just buy a Bow flows, or weight stack cable system for $1000. I would have NEVER spent over $4500 on this machine if it was clear that I would need to pay $60.mo to use it's functionality. If you do not pay for the monthly membership, the machine is basically Check for yourself: go to tonal.com and try to find information about what is included in the membership. You cannot because you need to go a different website in the "support" section at the bottom of the page.

  Business Response

  Date: 12/20/2023

  Hi There,

  Thank you so much for getting in touch and providing your feedback - We appreciate the time you took to provide us with feedback on your Tonal experience so far.

  Once your Tonal is activated, members are required to sign up for a 12-month membership, then upon completion you have the option to cancel. Once you have cancelled your membership, then you will have access to our Basic Lift Mode, which is like walking up to the dumbbell rack or cable machine at the gym: you set the pace, track your weights, keep yourself motivated, and monitor your own form.

  Our Care team has attempted to outreach however, the email and phone number provided does not match any accounts we have on record. In the meantime, please feel free to have a look at our support pages:

  Tonal without a membership - **********************************************************************************************************************

  Membership cancelation - *******************************************************************************************************************************

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21008552
  
  I am rejecting this response because: Tonal did not address any of my complaints.  Tonal is basically just using the same Robot reply to nearly all their complaints, which doesnt actually address any any issues that we are all complaining about.

  Do they not understand that customer feedback into station is Paramount in this day and age
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/21/2023

  Good evening,
  
  Thank you again for your feedback and for bringing this to our attention, it is greatly appreciated. 
  
  We sincerely apologise for the disappointment in the Tonal experience without the membership. As previously mentioned, it is a requirement for all Tonal activations to enrol into the membership for a 12month commitment. Once this period concludes, members are free to continue, pause or cancel their membership and continue to use our Basic lift experience, which is stated on our accessible public knowledge base 
  
  Hi there - thank you for bringing this to our attention. We sincerely apologise  for the disappointment in your delivery timeline. We are checking into your order history now to make sure we resolve this as soon as possible and deliver your Tonal trainer! Please expect an outreach from our team to provide you with an update. Please take some time to review our articles here: ***********************************************
  
  A senior member of our care team has tried to outreach you, but the details provided are not linked to a persons account. 

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21008552
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************