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Business Profile

Exercise Machines

Cybex International, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/25/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Cybex is avoiding me a *** promised to send me a ***lacement car seat for my son and they did, they sent the same one I had although I expressed that he doesnt fit the size anymore. The *** promised to send me the Callisto G to my us address and now another *** is involved and theyre dodging me. Ive messaged them on *******, IG, ******** and emailed many time and they have not done right by me yet.The ***lacement one they sent was recalled and they told me that the one they sent me is perfectly fine. As a loyal customer to them since Ive had kids, I do feel slighted and wronged by this to be honest. I feel like they are not operating by standard business ethics in honouring your words once you have promised something.Conversation started on February 11 and my most recent correspondence to them was two days ago on July 23 and I still have not had a ***ly. The email before that was on Tuesday, July 8 to which neither one of them I have received a ***ly.

  • Initial Complaint

    Date:05/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Cyber **************** Case Number: ****** Customer Order Number: ********** Customer Order Date: 02/24/2025 Product: ********************** Callisto G 360 Car Seat (Stone Grey)Cost Car Seat: $699.95 plus tax and shipping I am filing this complaint regarding a defective CYBEX Callisto G 360 car seat and the companys mishandling of my replacement request. The tension door of the car seat has popped open three times while driving, causing the seat to become unsecured and putting my childs safety at risk. When I contacted CYBEX customer service, they confirmed that the seat had been installed correctly but initially refused to replace it unless I provided a video of the malfunction. Capturing such an incident on video is not only nearly impossible due to its random nature but also unsafe, as it occurs while driving with my baby in the seat.After further discussion via **************** Email, ********************** eventually agreed to replace the car seat, but only if I removed all identifying product information, including the serial number and manufacturer date, and submitted photos. I complied with their instructions. However, after submitting the required photos, I was informed that the car seat was out of stock in all colors and that I would have to wait for a replacement.When I later noticed that the car seat was back in stock in certain colors, I followed up with CYBEX, only to be told that they had changed their mind and were now refusing to replace the seat. This decision, after I followed all of their instructions and removed the products identifying information, is unacceptable.CYBEXs actions have been inconsistent, unprofessional, and deeply frustrating. They have failed to resolve a serious safety issue, and their handling of this matter has eroded my trust in their company. I request that the Better Business Bureau intervene to ensure CYBEX fulfills its original promise to replace my defective car seat.

Cybex International, Inc. is NOT a BBB Accredited Business.

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