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:07/17/2025

  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.

  I ordered one replacement part ($35.56) through expedited shipping ($35.91) and two parts through regular shipping ($14), at the same time because I need the item urgently. However the expedited item did not arrive on time as promised due to *** mistakes. So I ask them for a refund for my $35 shipping costs, as they can simply claim with ***, but their customer *********************** refused to do so. Then out of blue, they cancelled my second order without any explanation. ***, their items costs ~70% more than *************************************** (same item costs $19.84). I chose them purely because of available expediated shipping.

  Business Response

  Date: 07/25/2025

  Order # ******.

  Order was placed on Saturday 7/12/25 at 11:31 AM.  Note that we are not open on Saturday or Sunday for shipping of parts.  parts orderd on those days are shipped out on Monday.   When the customer made the purchase he was presented an ESTIMATED arrival for shipping.  We are not UPS.  We processed the order in a timely manner.  

  In regards to the other order being cancelled.  When the customer became threatening via our email communications with him , we cancelled the order and blocked him from Chat. 

  The only resolve I will offer is a $15.00 discount code that the customer can apply to his next purchase.  IF he chooses to use that code he can email us when he places the order and we can apply the code.

  Customer has already summited a Return Authorization for order # ******, stating it arrived "late" and he purchased the p[art from an alternative source.  

  This will be my only response to this issue.

• Initial Complaint

  Date:06/22/2025

  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.

  I contacted a representative of this company for assistance to maker certain I was purchasing the correct replacement part for my treadmill. I gave him all the information he requested for my specific treadmill and he told me what part to order. I ordered the part he instructed me to order. After receiving it and locating someone qualified to do the replacement work, we found that the part I was told to order and that I received was NOT the correct part. It was quite obvious, even to me, after the treadmill was dismantled that this part was not correct and would not fit in the space allotted. It was significantly larger than the *** part that needed replaced. I contacted Fitness Plus Equipment Services, **** to inform them that they either sent me the incorrect part or had the wrong information in their system when they were cross referencing. I included a photo showing the parts side by side, so they could see that the part they sent was obviously not correct. They refused to take the incorrect part back or give me a refund. We have numerous email exchanges and they steadfastly have refused to resolve their error. Subsequently, I contacted a competitor to their company to try to get the correct part. I emailed the representative I spoke with from this company the same image I had provided to Fitness Plus Equipment Services, ****, so he could clearly see what I was talking about. After seeing that photo, he told me, in an email, that the part I had purchased from Fitness Plus Equipment Services, **** was definitely not the correct part for my model of treadmill. I don't know if this is some kind of scam they run or what the issue is, but they sold me a verifiably incorrect part and now will not correct their mistake. This is not acceptable. Thank you for your assistance.

  Business Response

  Date: 06/26/2025

  We are looking into this complaint and will have a response once we have completed our research here.  

• Initial Complaint

  Date:05/23/2025

  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.

  I ordered a treadmill deck from LifeSpan Fitness (Fitness Plus Equipment Services, ***** *******************************) and received it with clear physical damage. Despite clear photographic evidence and my reasonable expectation of receiving an undamaged product, the company repeatedly insisted that the damage was "purely cosmetic" and refused to provide a replacement or appropriate remedy.Their proposed resolutiona complimentary yoga ballwas inadequate and dismissive. After several attempts to work with LifeSpan support (Fitness Plus Equipment Services, ***** *******************************) , they continued to deny any fault and implied I would still be responsible for the full payment of the damaged item.Eventually, I was forced to dispute the charge through my bank, which sided with me and issued a full refund. Despite this resolution, LifeSpan (Fitness Plus Equipment Services, ***** *******************************) has suggested that they may pursue the charge through collections, which I believe would be completely unjustified.I am filing this complaint to:Document my experience for other customers.Formally object to any attempt to pursue collection for a product that arrived damaged and was not replaced.Desired Resolution:LifeSpan Fitness (Fitness Plus Equipment Services, ***** *******************************) should either:(1) accept the return at no cost to me by covering the return shipping and waiving the 20% restocking fee, as the item arrived damaged,or (2) acknowledge the refund issued by my bank and close this matter permanently and they should issue a written statement confirming that no collection action will be taken.I would also appreciate an apology for the way this was handled.

  Business Response

  Date: 05/29/2025

  Mr. ***** placed an online order for a Running Deck on February 04, 2025. We billed customer and shipped the deck on February 6, 2025, and sent customer an email with tracking information. *** delivered the package on February 7, 2025.
  
  FitnessRepairParts.com fulfilled our obligation to the  customer by shipping their ********************** out,  per instruction given by the customer.
  
  After *** delivered the package, the customer didnt call or make any contact with us for any reason.
  
  To be clear we are not Lifespan Fitness,  we are not the manufacturer.  We do support Lifespan by providing repair parts for them.  The customer did not contact us within the ***** requirement to start a damage claim but rather contacted the manufacturer directly.  Maybe there was some confusion on his end. We do clearly state our policy when purchasing and the shipping label clearly states to contact US so we can initiate a damage claim with the shipper.  If the customer received a damaged deck, he should have notified us within 3 business days per our Warranty and Return policy, customer read and agreed during the checkout.    Handling our customer concern is ********************** priority. When we are notified on time, we file a damaged claim with the courier on the customer's behalf.  After the damage claim investigation is completed most of the time replacement is sent to the customer. In this case the customer never contacted us directly as instructed, to report damage or attempt to return.
  
  In closing, here is our proposed resolution in regard to the customers complaint.
  
  1.        We FitnessRepairparts.com will cease any collection efforts regarding this order. 
  2.       Since the customer has received the deck and is still in possession of it, and, has received his funds back, he will be required to return the deck to us.
  3.       We will provide a shipping label to the customer to facilitate its return.
  4.       The deck must be returned within 30 days of this complaint response to ensure no further action on our part.    

  We will email the customer a shipping label for the deck.  All further communication with the customer will be handled strictly through email.  We will not engage the customer further via phone conversation. 
  

   

• Initial Complaint

  Date:02/14/2025

  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.

  Seems strange that this vendors policy on warranty is only 30 days. Ordered 2 bearings and crank in June 2024. In February 2025 bearings failed.Called and was told there is only 30 days warranty. Only offers they gave is to buy a new one. Compared to original that lasted for 5 years, this seems quite inferior.Also refused the contact info on the actual vendor to ask for the manufacturer warranty.Parts should not fail after 6 months.

  Business Response

  Date: 03/03/2025

  Our warranty and return policy is clearly stated for all parts we sale. The customer woudl have had to agree with these policies BEFORE making the purchase.  All actions by our staff regarding this purchase were completed in accordance with our policies .   There will be no refund for this purchase. 

  Customer Answer

  Date: 03/04/2025

  Complaint: 22941629
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  **** Zhundrikov

  Customer Answer

  Date: 03/04/2025

  I understand the policy for the seller, but there has to be manufacturing warranty on the part. By seller not disclosing who make the part, either they are selling used parts, defective parts or expect a lot of people of come back and by once item is broke.

  Either way, bad business practices 

  Business Response

  Date: 03/04/2025

  We recommend trained service providers for all repairs.  If there is another issue with the machine causing this part to go bad, that issue needs to be resolved. regardless,  This is not a warranty issue.  
  
  
  

  Customer Answer

  Date: 03/05/2025

  Complaint: 22941629
  
  I have reviewed the business' response and am rejecting it because:
  
  It was installed professionally, the fact that one $25 dollar part failed within 6 months of purchase and install,really shows the quality being sold. All i was asking is a replacement of 1 part.

  While I understand the business trying to stay out and not help, they do not manufacture the part, i would like to know who made, so I can address it with them.

  The responses provided by the business and unwillingness to provide any assistance, really shows their business process and what their end goal is. I guess it's true what they say, don't cheap out on parts.
  
  Sincerely,
  
  **** Zhundrikov

• Initial Complaint

  Date:12/20/2024

  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.

  1. Vendor fails to adequately inform Customer that the CORE RETURN POLICY requires core return shipping at the expense of Customer,2. Vendor fails to adequately inform Customer that CORE ********************** VIABILITLY is a unilateral decision retained by Vendor,3. Vendor fails to adequately inform Customer of CORE RETURN TO CUSTOMER options.4. Vendor's DISCARD IF NOT VIABLE FOR REPAIR policy wrongfully terminates Customer's property rights, leaving Customer without a refund and without the core itself.5. Vendor's DISCARD IF NOT VIABLE FOR REPAIR lacks oversight to ensure that customers are not being informed that core is not viable for refurbishment while the reverse is true.6. Vendor fails to adequately inform customers that ********************** are potentially refurbished.

  Business Response

  Date: 01/08/2025

  The core charge is a refundable amount that you get back when we receive your old, re-buildable part back. This process helps ensure that we are able to continue offering refurbished parts, by incentivizing the return of old parts. In order for your returned part to qualify for a refund of the core charge, it must have a reasonable chance of being repaired. Parts that are excessively corroded, been on fire, etc. are likely not repairable. Cores must be returned to us within 6 months from the original ship date.

  All our return polices stipulate customer pays for return shipping.  We label all refurbished parts on our site as such. 

  We have no intention of changing our policy to suit this complaint.  

  Business Response

  Date: 01/08/2025

  I want to add that all of our Core Return Policies are listed under the *** section on our website. 

• Initial Complaint

  Date:09/25/2024

  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.

  On 9/16/24 I ordered 2 treadmill Rear Roller Bearings to repair the rear roller, and 4 Deck Springs for my Vision Fitness T9600HRT (SN TM242C06090293) from FitnessRepairParts.com (FRP). Their website showed that the roller itself was no longer available, but the related bearings (enabling a repair) were available by clicking the link next to the roller listing. All were showing in stock. On 9/17, I learned that only 1 of the 4 Deck Springs were in stock, I called FRP, and reduced the quantity to 1 since they were in-stock at another supplier and would not ship for several weeks fromFRP . This meant I would pay for a second shipping fee. When the reduced FRP order arrived on 9/20, I found that the bearings were the wrong size, and filed online with FRP a return request for the full amount charged for the bearings plus shipping for the bearings. That request included full details and 6 required photos showing my model, SN, old part, new part, etc. On 9/23 FRP rejected that request claiming "-Bearings ordered are not linked to your machine -Roller bearings are not available seperate as they are pressed in at the factory. -Parts listed under related parts are not necessarily components to be built. -Bearing purchased is linked to other machines that carry the same rear roller. They concluded that I must return the parts at my own expense and would at most be reimbursed the cost of the bearings minus a 20% restocking fee..On 9/23, I contested their decision in an email that included screen shots of their web site showing "Roller, Rear Catalog Number: ******** This part is NO LONGER AVAILABLE. You cannot purchase this part.Roller, Rear" and adjacent to it:"Related Parts Retainer Catalog number: ******** Bearing, Sealed Catalog number: 52000257."I ordered 2 of the latter, and they were not the correct bearing. *** stills insisted as of 9/23 that "The rolers ordered are not linked to your machine. This will be a regular return".

  Business Response

  Date: 09/25/2024

  Customer ordered a Bearing that was not linked to his machine.   
  
  He needs a bearing for the roller.  
  
  Explained to customer that bearings for rear rollers are not available separate and are pressed in at the factory. 
  
  The roller that is on his machine is linked to many different machines and has a bearing listed as a related part.  This bearing goes on other machines this roller is linked to.  
  
  Return shipping is always the customer's responsibility as was agreed to during checkout and during the ** creation.  
  
  
  We will refund the price of the bearings minus the restocking fee once they are sent back.  

  Customer Answer

  Date: 09/25/2024

  Please note that the business's behavior seems to be a pattern.  See the 07/16/2024 BBB complaint regarding Fitness Repair Parts for an almost identical situation.

  Customer Answer

  Date: 09/29/2024

  Complaint: 22337755
  
  I have reviewed the business' response and am rejecting it because:
  
  The business has a website that listed the roller for my treadmill as not available and showed associated bearings that were incorrect.  I ordered those expecting them to be correct.  They were too big.  When the business refused to correct their error, I purchased the correct bearing on ****** from Timken based on the markings on my roller's bearings.  It was not difficult to remove the original bearings and replace them with new, correct bearings.  The business must know this or they would not have shown replacement bearings along on the web page for the discontinued roller.  Note, the roller is self contained with a roller bar, and axle, and 2 bearings. Any treadmill using this roller must use the same size and type of bearings.

  The business owes me a full refund of the price paid, including shipping and taxes.  And an apology for all the time I've spent because of their error and refusal to act on it.

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

  Business Response

  Date: 10/01/2024

  1.  Customer accepted warranty and return policy terms during RA creation.  

  2. We don't know what else to do to communicate to the customer that he ordered the wrong part.  Instead of assuming and ordering parts for the wrong machine, he could have reached out via phone, live chat or email.   WE would have advised him correctly instead of him just assuming a bearing clearly not linked to his machine would work.  
  
  
  

  Customer Answer

  Date: 10/01/2024

  Complaint: 22337755
  
  I have reviewed the business' response and am rejecting it because:
  The screen shots that I uploaded as part of this complaint CLEARLY show that the bearings I ordered were linked to the roller for my machine. Your denial does not acknowledge those screenshots from your web site. You provided the linkage, and now deny it. 
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 10/02/2024

  Please review the attached screen shots from the business's website.  They have not been responsive.  FRP Roller.jpg shows the rear roller for our treadmill, and my treadmill model is shown at the top.  After clicking on the Catalog Number ********, their site brings up the page shown in FRP Bearing.jpg.  For the roller, it states plainly "This part IS NO LONGER AVAILABLE." Then it clearly suggests "Related Parts" and under that "Bearing, Sealed. ********".  That's the part I ordered, and that FRP irrationally claims is not linked to my machine.  Note that the page states "Used on the following models:" "Simple - T9600 - 2007 - Grey (TM242 & TC171W)".  That's my machine.  FRP is not reading the complaint fully, or they are untruthful.  The Bearing I ordered IS LINKED to my machine on their website.  They owe me a full refund and an apology.

  Business Response

  Date: 10/04/2024

  Rear roller linked to the customers machine fits many many other machines
  Used on the following models:
  ?
  Vision Fitness
  Comfort - T9600HRT - 2004 - Grey (TM53C)
  Deluxe - T9500 - 2006 - Grey (TM181 & TC173B-6)
  Deluxe - T9500 - 2006 - Grey (TM195 & TC17305-4)
  Deluxe - T9500 - 2006 - Grey (TM195 & TC173B-6)
  Deluxe - T9600 - 2006 - Grey (TM182 & TC17305-4)
  Deluxe - T9600 - 2006 - Grey (TM182 & TC173B-6)
  Deluxe - T9600 - 2007 - Grey (TM242 & TC173W)
  Deluxe - T9600 - 2009 - Titanium Silver (TM351 & TM356)
  Premier - T9200 - 2006 - Grey (TM186 & TC175B)
  Premier - T9250 - 2006 - Grey (TM187 & TC176B)
  Premier - T9250 - 2007 - Grey (TM244 & TC176W)
  Premier - T9500 - 2006 - Grey (TM181 & TC175B)
  Premier - T9500 - 2006 - Grey (TM195 & TC175B)
  Premier - T9600 - 2006 - Grey (TM182 & TC175B) Premier - T9600 - 2007 - Grey (TM242 & TC175W)
  Simple - T9500 - 2006 - Grey (TM195 & TC171)
  Simple - T9600 - 2006 - Grey (TM182 & TC171)
  Simple - T9600 - 2007 - Grey (TM242 & TC171W)
  Simple - T9600 - 2009 - Titanium Silver (TM351 & TM355)
  T7000 - ********* (TM30)
  T7400 - ********* (TM22)
  T8400 (TM28)
  T8400HRC - ********* (TM16 & TM28)
  T8500HRC - ********* (TM08)
  T8500HRC - ********* (TM25)
  T8600HRC - ********* (TM18 & TM24)
  T9600HRT - ********* - Grey (TM53)
  T9600HRT - 2004 - Grey (TM53D)
  
  
  While we do have a bearing linked to the roller as a related part, it is not related for his specific machine.  
  
  
  The bearing the customer ordered is linked only to the following:
  ?
  Vision Fitness
  E3200 - 2005 - Grey (CB25B)
  E3200HRT - 2006 - Grey (CB115)
  R2000 - ********* - White (RB37)
  R2000 - 2005 - Grey (RB55DD)
  R2200 - 2005 - Grey (RB42C)
  R2200HRT - 2006 - Grey (RB107) X6000 - ********* - Grey (XXXXEP19)
  X6000 - ********* - Grey (EP32)
  X6000 - 2005 - Grey (EP32DD)
  X6100 - ********* - Grey (EP33)
  X6100 - ********* - Grey (EP33D)
  X6200 - 2005 - Grey (EP34E)
  
  
  So while this bearing may be a very popular part and is regularly ordered along with the rear roller for OTHER machines, the bearing is not linked to the customers machine.   
  
  
  Customer just assumed that the random bearing not linked to his machine is the roller bearing.   Nowhere in the description does this say the bearing is for the rear roller.  
  
  
  This customer just assumed and is now wanting us to pay for his assumptions.   This bearing is NOT linked to his machine nor does it say anywhere that it is the bearing needed that already comes pressed in from the factory.
  
  

  We consider this matter closed. 

  Customer Answer

  Date: 10/06/2024

  Complaint: 22337755
  
  I have reviewed the business' response and am rejecting it because:
  
  The responses from the business do not address my complaint.  They state that the roller fits 27 Vision Fitness treadmills, including my model.  Then irrationally state that the bearing, which is a replaceable part of that roller and is linked to it on their web site as shown I'm my uploaded screen shots, is for any of 11 other Vision Fitness treadmills, not of which are included in the first 25, and that it was my error for assuming that it was for the 27 machines that use my roller.  

  I see no way that this purchase could be attributed to an error on my part.  Given the facts, their response is embarrassing. Simply stated, this business is either grossly incompetent or intentionally devious.  They owe me a full refund for the parts and shipping and taxes.

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

  Business Response

  Date: 10/07/2024

  Customer obviously ordered the wrong part for the wrong machine.   He is unable to see this and accept responsiblility for his own actions.   ALL PARTS LIST WHAT MACHINES THEY ARE LINKED TO.   We do not offer full refunds because the customer wishes to assume information rather than verify it.  

  Parts are categorized by the machines parts list, part number, model number and serial number to our catalog number. If you pull up the machine by the correct model and serial number the ********************** listed there would fit that machine per its specific parts list. 

  There will be no further resopnses.  This matter is closed.  Customer is unreasonible and clearly won't accept his assumptions were simply wrong.  

• Initial Complaint

  Date:07/16/2024

  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.

  Purchase date: 7/5/24 Paid $54.60 for part plus $23.96 for shipping I ordered a part for my home gym. The seller's website states that it is compatible with my make and model (Tuff Stuff CXT200). Upon receiving the part I found that it is not compatible (as advertised).I then inquired about a return. I was informed that I would be charged a 20% restocking fee, plus I would have to pay for shipping. This is not acceptable since they mis-advertised their part. If this part was advertised correctly, I would not have made the purchase. They still refuse to issue me an RMA number for return, saying they require my home gym's serial number. They should not need my home gym's serial number for their advertising error. I purchased this for my Tuff Stuff CXT200. The part ordered is not compatible as advertised. A full refund should be given.Attached is a screen shot from their website showing:1) the part ordered 2) the compatibility of this part with my CXT200 home gym.To reiterate, the part I received cannot be found anywhere on my TuffStuff CXT 200 and is completely incompatible, yet they refuse to issue a full refund when they are at fault.Your assistance in resolving this is greatly appreciated.

  Business Response

  Date: 09/06/2024

  This customer claiming that we sent the wrong part would never agree, after being asked several times, to provide the required photo or serial # of his machine that would have allowed us to investigate his claim.  HE refused to initiate a Return Authorization because he did not feel our return policy was "fair"/  However , He consented to knowing our return policy before he placed the order.  IF the customer woudl like to provide this required information and initiate a return authorization request via our website we woudl be happy to help him resolve this.  The customer, NOT agreeing with a return policy he consented to at time of purchase puts us in a position where we can not assist further until he complies.  

  Customer Answer

  Date: 09/06/2024

  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:04/05/2024

  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.

  I order a part from their website and it was the wrong size. Their website states it's the right part, put their site is wrong. I sent them multiple screenshots of the fitness manual and how they were wrong. They said I can return it or not. If I do return it I'll only get $111.53 and I paid $158.53 for it. I just want them to give me the right part or all of my money back. I have multiple emails going back and forth with them as well. Order number: ******

  Business Response

  Date: 04/24/2024

  We have researched this and found that the customer did in fact order the incorrect part.   Our return policy is clearly stated and must be agreed to by the customer before placing an order .  

  We have investigated this Return Authorization and have updated the Return request to NOT USED. A restocking fee will apply if returned. The facts surrounding this complaint are listed below.
  

  - The length of the cable is listed on the website. Customer is required to ensure that he proper length cable is confirmed before ordering.  No measurement pictures were supplied by customer allowing us to possibly validate his complaint. We requested these but did not receive them  see them
  
  - Model number not confirmed- Customer sent in a stock photo instead of their model number. parts are listed by model #.  This is the only way that you can order with certainty the correct part. 
  
  - The same cable is used on  all of these Paramount equipment's.  
  MP 3.0
  MP Series - 2.0
  MP Series - 2.5

  Customer will credited the amount that is agreed to at time of purchase. This woudl include the stated restock fee.  We consider the matter closed.  

  Customer Answer

  Date: 04/24/2024

  Complaint: 21535313
  
  Attached is the manual that is used to put the leg press attachment together. You'll find it says that the same cable is not used. Your website is wrong and all in all I just want it to state the right information. I ordered the right part from the manufacturer and it's different from what your website states. I don't want someone else to purchase the wrong item because your website is wrong. 
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/26/2024

  We have done all we can do for this customer.  We consider the case closed.  We WILL NOT be responding to further rejections or responses from this customer.  

• Initial Complaint

  Date:02/26/2024

  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.

  Thanks.I ordered a power adaptor on 11 Dec 2023 from this company.The part arrived and I attempted to use it according the the instructions. Unfortunately the part failed within 2 weeks. Specifically where the cord attaches to the plug, it frayed and it was no longer able to power my exercise bicycle.I contacted the company and they said that because it had been longer than 15 days, they were under no obligation to replace the part.***************************

  Business Response

  Date: 02/27/2024

  1. We have sold over ******************************************************************************************************** the manner the customer is claiming. 2. It would appear that this type of damage would occur only we used in an improper manner by the customer. 3. Customer stated the part "So , is it normal for your parts to deteriorate and fail after a couple of > weeks"? yet waited almost 2 months to contact us. 4. Customer agreed to our return policy before purchase was made. When he did not comply to those conditions , and we held him the customer accountable he threatened and obviously felt justified in coming on this site and I'm sure he will use others to complain about an issue that is not our responsibility. Specifically he stated. "Please tell the manager there I will be posting a negative review on the Better Business Bureau web site, as well as a negative review on any other review site I can locate." We consider the matter closed and will respond factually to all negative reviews.

  Customer Answer

  Date: 02/29/2024

  Complaint: 21348882
  
  I am rejecting this response because:

  1. The part arrived on Dec 15, 2023 and we did not attempt to use it until mid January because of the holidays.

   2. We used the part in January and it failed within 14 days so I alerted them on Feb 21. At that time they said warranty had already expired because we were beyond 2 weeks from purchase.

  Clearly the company does not expect their parts to last more than 2 weeks. Electrical parts from high-quality companies typically are accepted for return for 6 months to 1 year so this is very unusual for a company to claim the fault was with the customer. 

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

   

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

  Business Response

  Date: 03/01/2024

  We are not going to agree . I reject his response as well.  He clearly by his own admission, FAILOED to comply with our return policy. It is NOT our fault that he waited so long to use the part??  We have nothing else to offer this customer and will not be responding to any further emails form him.   

• Initial Complaint

  Date:01/26/2024

  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 console display online for a stationary bike on January 20 2023 from this company. I paid extra for shipping. The box arrived on Jan 25 2023 with the product in a sealed bag that says once opened an inspection fee will apply if returned. There's no way to see the product without opening the bag. Inside the bag was an obviously very broken piece of equipment. The display screen is 2/3 full of black-out, not possible to read at all. The company sent this part knowing that! Incredible deceipt.

  Business Response

  Date: 02/07/2024

  The customer reported receiving a damaged part.  They  also claimed we sent a damaged part "knowingly" which is completely absurd.  When we instructed the customer to Follow the process of returning an item, that they had agreed to at  time of purchase , they absolutely refused to do so. At that point any resolution of the matter was halted due to the customers refusal to comply with our policies.   Until the customer returns the part in accordance with our policy there can be no resolve.