Complaints

This profile includes complaints for Go Configure Technical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Go Configure Technical

  235 Remington Blvd Bolingbrook, IL 60440-5826

• 

  Go Configure Technical

  1001 Warrenville Rd Ste 110 Lisle, IL 60532-1392

• 

  Go Configure Technical

  235 Remington Blvd. suite#C Bolingbrook, IL 60440

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:12/04/2023

  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.

  We still have a non functional M9 Max ********** is now the December2023. Claim placed September 2023 We bought the extended warranty hoping that would have gave us peace of mind. We originally reported the nonfunctional equipment in September 8,2023- we did not have a technician show up until 10/11/23. The technician was unable to fix, left the Max ******* disassembled and told us parts were ordered. We received parts short time later. Again- it is now the December. We have an eyesore sitting in our living room. We do not want to move it because we are afraid of further damage. We have reached out to Go Configure ******************-888-5424) almost every day, every time, we are told someone would call us back. No one has called. We do not know what else to do. We bought the top of the line equipment with warranty. Several months have gone by with no resolution. Only have had a technician at *********** times. It was not due to waiting on parts, we received those within 5 days. This company is horrible.

  Business Response

  Date: 12/15/2023

  We would like to extend our apologies for the lapse in service for you here.  We have a senior fitness technician now assigned and have you scheduled for service tomorrow, 12-16-23.

  Thanks,

  Go Configure

   

   

• Initial Complaint

  Date:11/06/2023

  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.

  I filed a warranty claim on September 27th, 2023 for an issue I was having with my Bowflex Velacore 22". GoConfigure was assigned my warranty claim through ****** Warranty. On October 7th 2023 a technician came to my house to fix my Bowflex bike. The technician assumed we had parts for the bike although the issue had never been diagnosed prior to him coming out. The technician stated he was ordering the parts and they should arrive at my house within a week. The parts did not get ordered until October 19th 2023 and they arrived on October 25th 2023. I notified GoConfigure that the parts had been received at my house. GoConfigure told me they would notify their technician and they would contact me to schedule an appointment within 2 business days. A full week went by before I called GoConfigure yet again. I spoke to someone on the phone and I was told they would call me back by the end of the day to get me scheduled. That day came to an end and I never heard from anyone AGAIN. I called back the following day November 3rd 2023 and spoke with someone else. They recognized my phone number and said I should have been contacted already. I even spoke to the district supervisor on November 3rd 2023 and she ensured me the technician was going to get me scheduled over the weekend and also informed me she would follow up with me today November 6th 2023. It is currently 4pm pacific standard time and I have not heard from anyone. I do not know what to do at this point or who to even contact. I feel that I have taken all possible steps and have been patient in waiting for an appointment to be scheduled. The lack of communication is my complaint. GoConfigure doesn't even have the courtesy to follow up with customers when they say they will.

  Business Response

  Date: 11/08/2023

  *****,

   

  We'd like to apologize for the delays you experienced here.  According to our records, we were able to schedule and complete a repair on **** for you.  If there is still an outstanding issue that we need to address, please let us know.

   

  Thanks,

  Go Configure

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20834064
  
  I am rejecting this response because my complaint wasn't in regard to the repair. My complaint was the lack of communication and telling me I would be contacted. I was not contact until an hour after I submitted my BBB claim. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/09/2023

  *****,

   

  Sorry for these delays.  I can understand your frustration.  We received your BBB complaint on Wednesday, **** at 4:49PM.  Our response to you on **** was simply delayed as we were working out the final details for your appointment.  Again, for this we would like to apologize.

   

  Go Configure

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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.

  Impossible to get ahold of technician.Took a month to get someone out to me.They cancelled the day of our appointment without telling me - I had to call to ask where they were.Rescheduling was a nightmare.Awful customer service.STILL HAVE YET TO GET IT SET UP!!!!

  Business Response

  Date: 09/27/2023

  Moriah,

   

  Please accept our apologies for the delay and the unfortunate reschedule.  We do show in our records that you have requested to cancel the assembly portion of your purchase.  Please reach out to us at ************ if this is incorrect and we may be able to help you further.

   

  Go Configure Team

• Initial Complaint

  Date:08/26/2023

  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.

  We purchased a play set through ********** and purchased the additional service to have installation of the play set. That was in June. The company has scheduled four technicians to come and setup the play set. First schedule, the playset hadn't arrived yet so this was cancelled. The second scheduling, the date and time were confirmed and the technician never showed up. The third scheduling, the date and time were confirmed and the technician never showed up. The fourth scheduling, the date and time were confirmed and the technician showed up and built the playset halfway, said ground wasn't level and left. That was three weeks ago. Further notes on this event are that the technician said our property was flat enough, would set it up, and then said it wasn't and left. There were no details or instructions by the company prior to the technician that we needed to have our property perfectly level. We could have accomplished that prior to the technician arriving if it had been properly detailed. I've been on the phone and have over forty (40) calls to the company to get someone scheduled and to complete the service they said they would provide. A scheduler just called me today and said that it would be another 3-4 weeks before someone can come and complete the play set, that is completely unacceptable. I would never recommend this service to my friends or even my worst enemy. Companies who say they are going to provide a service, then escalate to their "highest" service team or field managers and then still do nothing is unconscionable and unethical.

  Business Response

  Date: 09/11/2023

  Please accept our apologies for this frustrating situation and unacceptable delays.  Our records do indicate that we have you scheduled for this coming Friday.  Additionally, we have engaged our **************** team to monitor your work order to ensure we provide you with a better experience going forward

   

  Go Configure

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20525704
  
  I am rejecting this response because: Yes, you have scheduled for this Friday to complete the task originally provided over three months ago but your response does not adequately compensate me for the immense time and effort to get you to complete your task that I have compensated you for. What discount will I be receiving for the horrible customer experience that I've received?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/15/2023

  *****,

   

  Thanks for your response and we hear you clearly.  We will engage our customer service management team to work out something to compensate you for your time and troubles through this.

   

  Go Configure.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20525704
  
  I am rejecting this response because: I need a response in writing of what your customer management team will provide my family for the months of work trying to get the playset setup and a timeline for reimbursement. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  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.

  On May 24, 2023, we bought a $2700 Backyard Discovery 12' x 10' Brindlewood Gazebo from ********** with installation services provided by Go Configure. Go Configure has this listed as Order Number 7307057.The gazebo was delivered on June 6, 2023. It took more than three weeks to schedule our installation for July 11, 2023. We were ghosted on the first scheduled date and given a second date of 07/18/2023. The scheduled window was **** but they arrived at 3 PM and continued to work until 10:45 PM. The next morning, we checked and half of the roof was missing and many pieces had cracks. We provided Go Configure with many of photos of the build. They scheduled a repair technician to come on 08/02/2023. The original technician showed up to our house unannounced on 07/22/2023 and attempted finish the work. After this unannounced visit the gazebo is still not complete. The whole structure has more cracks, many screws are not attached, and critical support pieces are missing. We can lift the roof with one finger and the whole structure is shaky as well.We waited all day on 08/02/2023 and no one showed up. We called Go Configure and they said we do not have appointment or an open order. Go Configure said that the original technicians submitted the so-called completed photos so our case was closed. It is far from completed and more closely resembles "broken". We submitted many photos showing all the missing pieces, missing screws, missing supports, missing bolts, broken beams, cracked wood, etc. Go Configure scheduled another appointment on 08/04/2023. The repair technician did show up this time. He said our brand-new gazebo is in poor condition and needs many parts replaced for us to safely use it. We got an email from Go Configure stating they need 2 business days to research our case before they can give us their repair decision on 08/04/2023. We waited until 08/14/2023 and contacted Go Configure again. They are still waiting to make a repair decision on our gazebo.

  Business Response

  Date: 09/11/2023

  Please accept our apologies for the unusual delays and frustrations youve endured during this process.  We are committed to providing you with the services that you paid for.  Our records indicate that we have engaged with our ****************** and **************** teams to monitor your order and provide support as needed through completion.  We received notice today that your parts are being shipped and are scheduled to arrive by the end of the week.  Based on this knowledge, we are now working to schedule the next service visit with you.  Thank you for your patience as we work through this.

   

  Go Configure

   

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20475546
  
  I am rejecting this response because:
  I submitted this complaint on 8/15 and did not receive any response until we forwarded all the communication to the gazebo company: Backyard Discovery, on 8/31. Even though we're scheduled for repair on 9/20, history indicates your company will no-show or cancel the appointment. I will not accept your response as trying to resolve this situation. We also kept asking for part lists since the whole gazebo is broken and parts are missing, but we have never received one. Will we even get all of the required parts to fix it? So please dont just talk pretty, but also actually do your job right. We strongly suggest this case not be closed until the full gazebo is installed properly and is safe to use. You have wasted July to almost October on the same issue, so I wont treat this as a solution until we have all the necessary parts and the gazebo is fixed.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/18/2023

  Thank you for your patience.  We understand the urgency here and have been frustrated by the challenging weather in your area as well.  We understand that you will be unavailable between 10/14 and 10/27.  Our team is working now to lock in Saturday, November 4th for you.  Additionally, we plan to set aside an additional date the following week in case we have a challenge with the weather again.

  Go Configure

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20475546
  
  I am rejecting this response because:
  We have had this waiting to be properly installed since June. There have been many days since then without weather issues. We have been available for installation since June as well. We are unavailable two weeks in October but that is no excuse for your previous failures and your cancellations in all months since June. We have accepted the scheduled appointment but you have already cancelled twice this month. One was not related to weather. We will see if this finishes in November. We will close this issue once it is solved.

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

• Initial Complaint

  Date:07/14/2023

  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.

  Reached out several times for a gazebo assembly thru **** club. They are always nice but they say the same exact thing every single time that the installer didnt answer and that they texted and emailed him. It has been 3 weeks of calling every day and I still dont have an installation date. With reaching out every day for three weeks and still not hearing back how I can I trust that when they do finally decide to provide an install date they will actually come? One of the worst experiences I have had and **** club refuses to help in anyway other than saying they will provide me a date soon and I need to reach out to go configure. I would recommend to everyone not to use their assembly service and find someone local who can assemble it instead.

  Business Response

  Date: 07/17/2023

  We'd like to apologize for the frustrating delays in scheduling here.  We have escalated your case to our senior field management staff and will work with them to get this resolved ASAP.  We appreciate your business and intend to correct this situation with you.

   

  Go Configure.

• Initial Complaint

  Date:07/08/2023

  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.

  I purchased a $2800 gazebo to be installed by GO Configure on April 28th, 2023. Had to contact retailer to get info on who was actually installing this item. Once I had the information they let me know it would be 3/4 weeks for install. I was actually fine with this because we were having a pool installed and needed that finished as well the concrete around it to be finished. They told me once concrete was finished call for the install. Once I got an install date the installers came out and said our products were damaged (It wasnt). It is now July 7th they have yet to get an installer back out here to finish the job I called this morning and canceled it and asked for a refund for their services. We have now installed ourselves (with friends) and this company is no help at all. Very horrible company, customer service, and timely manner. I would recommend that these large retailers go away from this company. Would have had a gazebo a month ago if they would have just flat out said we cant/wont do it. BBB should really get onto this company.

  Business Response

  Date: 07/08/2023

  *******,

   

  We would like to apologize for the poor experience that we provided for you.  I was able to locate your records and see that we have your order marked for cancellation.  We will be notifying the proper folks from our side to make sure you are able to get your assembly fees refunded.  Again, please accept our apology for not being able to meet your needs more effectively.

   

  Go Configure

• Initial Complaint

  Date:06/10/2023

  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.

  I purchased a swingset through **** Club on April 17, 2023 with assembly included, which added $750 to the price. Apparently **** ************* with Go Configure for installation. Shortly after, Go Configure contacted me to request available dates and emailed me that assembly could be expected within 10 days. The swingset was delivered on April 22, and we took down our existing swingset since Go Configure had led us to believe installation of the new swingset was imminent. After hearing nothing further, I began regularly calling Go Configure to request an installation date. I called dozens of times, and each time they would claim to escalate the matter and reassign to another technician. They started claiming that each time they reassigned it, it was going to the bottom of the new technicians list. I repeatedly expressed my concern that Go Configure was never actually planning to assemble the swingset. On May 17, Go Configure scheduled assembly for June 10. I confirmed multiples times. When I did not hear from the technician on June 10, I called Go Configure. They stated their technician was now unavailable and I would have to wait for a new date that they could not yet provide. I now see that Go Configure has many BBB complaints against it with similar experiences. At this point, I have no confidence in Go Configure. Bare statements from Go Configure that it will escalate the matter or provide a new date certainly would not address my concerns. When we made our purchasing decision, we specifically selected a swingset that included assembly. We would never have purchased this swingset if **** Club and Go Configure had been honest that assembly was not available, and we would not have taken down our existing swingset. It appears that the business model here is to induce consumers to purchase a swingset by offering assembly, and then never providing assembly and instead causing so much frustration that the consumer ultimately gives up.

  Business Response

  Date: 06/12/2023

  *******,

   

  Please accept our apologies for the poor experience you've had with us to date.  You concerns are valid and we can understand why you would be frustrated.  I do see that we have several members of our team working on this now.  I expect that we will have a solution in place within the next 48 hrs and our escalation team will be sure to continue monitoring your order until we have fulfilled our obligation.

   

  Go Configure.

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:06/07/2023

  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.

  I purchased a swing set back in April 2023. The swing set came from **** Club within two weeks of ordering. I put it right into Go Figure to schedule the assembly of the product. They told me it would be scheduled within 4 weeks. We are now at 8 weeks and they scheduled it to be assembled today June 7 and June 8. They require someone to be at the property of assembly. I took the day off work and NO ONE showed up. I called the company at 9:15 and 11:35 to see when the technician would arrive only to receive a phone call at 12:33 that NO ONE was coming. The technician cancelled and no one told me. I have spoken with the company at least 20 times. We spent 900 to get this swing set assembled so the children could use it this summer and it is the biggest scam.

  Business Response

  Date: 06/08/2023

  Alexandria,

   

  Please accept our apologies for the challenges we have presented here.  I was able to locate your record in our system and I see that we now have you scheduled with one of our senior techs for 6-15.  Thank you for your patience with us as we worked through this.

   

  Go Configure

• Initial Complaint

  Date:06/01/2023

  Type:Delivery 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.

  Ordered a gazebo from **** club, 4-25-2023, it arrived 5-10-2023. I was promised completion within 10 business days. After several calls with no response from the technician I finally got a install date, Memorial Day. I called out of work and they installed half the gazebo and said they couldnt finish due to a broken part. The technician said he would overnight a part and finish the next day. I called off work again. I called Goconfigure to get a tracking number for the part, it was never ordered. I wound up ordering it myself and it arrived the next day. I called and the phone operator said to expect a date of installation within 24 hours, which made no sense as I was told it would be done the day before. The next day, I got an email stating that my new installation date is June 19. Now I have a half completed gazebo sitting in my yard with trash all over then place and Im supposed to put up with it for 3 more weeks, when I assume they will come up with another excuse to not finish. Horrible customer service, horrible company.

  Business Response

  Date: 06/02/2023

  *****,

  We'd like to apologize for the challenges we have presented here.  We should not have delivered the expectation that we would be able to return so soon.  We'll work with our team and techs to make sure they understand how these expectations should be communicated going forward.  We will be working with our team also to identify any opportunities within our existing schedule to move up your follow up visit to something much sooner.  

   

  Go Configure

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20132214
  
  I am rejecting this response because: my issue isnt with the technician, he was great and did his best to make things right and communicated with me.  It was the additional 3 weeks of wait time when Goconfigure knew my product was half complete.  I do not have any faith in them sending someone else out and I have hired another company to finish the job.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/02/2023

  *****,

   

  I'm sorry we couldn't have handled this better for you.  I will make sure that we get your order cancelled on our end so that you can receive a refund for the assembly services.

   

  Go Configure

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20132214
  
  I am rejecting this response because: There has been no refund for assembly issued and as a matter of fact, I just now received notification that parts that were supposed to be ordered and overnighted to my house 5/29/23 were just ordered and shipped today.  
  
  Sincerely,
  
  ***********************