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:04/24/2023

  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.

  A technician from our local store came out 4/24/23 and verified update with a usb stick install.  The system software version is ********************** - upon calling True when that update didn’t work, they told the technician this is the most up to date and the software updater on the treadmill says the same. We are open to a refund depending on the amount because if we knew this was going to be an issue, we would have bought a different treadmill at a lower price.so the updates were low on the list, newer models have priority - our unit is less than 3 years old. They told us that they are a fitness company so that comes first. If you aren’t going to support the features like streaming services, then they should not offer them. The treadmill itself works fine, but the extra features that go with it do not.

  Business Response

  Date: 05/03/2023

  ***** ***** on behalf of TRUE Fitness response, 3 May 2023:

  TRUE does want to work towards a mutually agreeable
  resolution for ****** ******* to investigate the issue for this generation
  of hardware and software.  To see if
  software or firmware update may restore streaming functionality.  Other potential solutions could include but
  not be limited to:  customer Based off
  lost functionality of streaming to be used towards the purchase of TV or tablet
  for use of streaming and entertainment.  TRUE
  to provide a TV or tablet to customers for use in lieu of streaming through the
  web browser in the console assembly.
  
  TRUE request for ****** ******* verifies current software and firmware
  revisions and console. And respond if alternative. Of. Refund or TV or tablet may
  be an acceptable resolution.

   

  Recorded notice in service ticket
  ******.
  Identified treadmill as Modal: ******** *** ************* and Console Modal: *********** *** *********** with DOP: 6 July 2020.
  Console is Gen 4 hardware with Software version 4.16.11 as recorded in service ticket 183444 from 7 June 2021.
  Console software version 4.16.35 was released on 21 March 2022 to “Add Netflix instituted requirements for Linux operation system and web browser.”
  Is currently unknown if the console has been updated to new software version 4.16.35 if firmware has been updated from 1.48 to 1.50.
  Since update 4.16.35 it may be possible that streaming services such as Netflix or YouTube may have changed their requirements in both hardware and software.
  Touch screen console for ******** treadmill is warranted for defects in material and workmanship for three years from date of purchase.
  Compatibility with third party products and services is not warranted or guaranteed.

  Business Response

  Date: 05/05/2023

  Response from
  TRUE: 5 May 2023
  
  Thank you for
  confirming that software version is 4.16.2.
  True has been able to verify that requirements for streaming
  have changed with multiple services.
  Work orders with software vendors have been placed. We estimate
  that a solution will be available in the next 6 to 8 weeks. (Half of that time
  will be devoted to testing that primary and secondary functions of the
  treadmill will not be negatively affected).
  
  Have been authorized to offer a check issued directly to you withing
  10 business days for the amount of $200 to be used in any manner you see fit to
  be able to overcome the loss of the function to be able to stream Entertainment
  and general web browsing. Of course, with this when new software is available
  to reinstate you will still be able to receive the updated software. TRUE will continue
  to support this consoles functions of streaming and web browsing  until hardware is no longer compatible with
  services they continually change their requirements.

  Customer Answer

  Date: 05/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We have been told for 2 years that an update is coming but there has still be no update that fixes the streaming services.  $200 is not acceptable for what we paid for this treadmill.  We could have saved ourselves at least $2000 if we would have gone with our second choice brand. We went with true because of a few of the belt features itself and the large screen for streaming.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/06/2022

  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.

  Complaint: 18531736
  
  I am rejecting this response because:

   

  
  
  
  I have had 3 service  calls with Fitness Showrooms 

  No parts were ever ordered or replaced 

   

  when I call Fitness Showrooms they tell me I have to call ********* and hang up on me

   

  when I call True headquarters,  they tell me all communication has to go through the  BBB

   

  l will attach more documents later

   

  I tried cLl

   

  calling  both companies today, ********************** hung up on me, at L

  least True headquarters was courteous,  but wouldn't help me
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/16/2022

  TRUE Response to BBB Complaint #********
  
  TRUE Fitness (referred to as TRUE) apologizes for any inconveniences or product shortcomings that have affected the ownership of a TM50 series treadmill by owner ****************************
  
  True will work within the terms of warranty agreement and best business practices to provide ******************** resolution under terms of warranty.
  
  According to warranty card information treadmill SN# **-TM500843H was sold to ******************** on 1 January 20** by Fitness Showrooms an authorized reseller and service provider.  From date of purchase until 6 December 2022, TRUE has recorded no service tickets, warranty part request or request for warranty labor reimbursement prior to 6 December 2022
  
  TRUE ask that BBB Complaint #******** is closed as we had no prior knowledge and have not denied service or altered from the terms of warranty that accompanied the purchase of the treadmill.  True and Fitness Showrooms will work to provide resolution to ******************** with the understanding that a treadmill is a major appliance that supports the weight and energy of walking or running the user creates and may sounds in operation normal and consistent with this category of fitness equipment.
  
  
  On 6 December 2022 at 11:28:15 CST ******************** contacted TRUE via the ***************** number where we created service ticket ******, With reported issue of Motor vibrating in the motor mount making noise.  Customer was made aware that we had no prior parts or service tickets recorded for this unit and would not be able to move forward with a replacement or refund.  He was instructed to contact his selling and servicing distributor Fitness Showrooms and let them know we had open service ticket ****** so we may assist them with troubleshooting and provide warranty replacement parts if needed.
  
  TRUE has been in contact with Fitness Showrooms and request any service history that they have not reported.  They reported back the following:

  
  12 January 2022 delivered unit was operating with no issues or damage

  
  3 February 2022 received notice of noise and motor compartment
  technician was sent to home and tightened drive motor hardware

  
  17 October 2022 received complaint of clicking noise at low speeds
  Technician adjusted drive belt lubricated unit tested no noises were present

  
  04 November 2022 received complaint of a clicking noise once Level 3 is reached.
  Technician found a rattle from the drive motor bracket adjusted tested good with no noise
  
  Treadmill SN# **-TM500843H is covered by warranty, and we have recommended to the distributor parts to have on hand when diagnosing the unit and to initiate a video call with our ***************** center. Warranty parts will be shipped on warranty order CW-******* and should arrive to distributor on or before 23 December 2022.
  
  
  
  *********************
  Product and Trainer Manager

  Business Response

  Date: 12/22/2022

  warranty parts were shipped to Fitness Showrooms on order CW-1591956 *** tracking 1Z6816560371676963 Estimated delivery Tomorrow, December 23 by 9:00 P.M..

  once received Fitness Showrooms work with you to schedule in home service 

   

  Customer Answer

  Date: 12/30/2022

  Better Business Bureau:

   

  Fitness Showrooms is scheduled to come 1/3/23 to install parts

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