Complaints

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

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  Go Configure

  55 W 39th St New York, NY 10018-3803

• 

  Go Configure

  3305 Airport Drive Pittsburg, KS 66762

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:04/13/2023

  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.

  Go Configure was hired to handle the assembly of my treadmill. They have not showed up and have not provided responses to my numerous inquiries.

  Customer Answer

  Date: 04/15/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/29/2023

  Type:Order 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.

  paid for carport / gazebo assembly. promised it would be done within *********************************************** my driveway. I cannot get their alleged "professional" assemblers (***************) to commit to any date to assemble it. This after I paid their fee. All I ever get from them is "we are working on it - the scheduler says he is going to call you". However this never happens.

  Business Response

  Date: 04/05/2023

  Good Afternoon,

   

  This customers service was completed on 4/1/23. Thank you.

  Customer Answer

  Date: 04/06/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/22/2023

  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.

  I purchased a playset through ******* on March 10 for $1,600.00. Of that amount, $600 was for assembly of the playset through Go Configure. On March 20 I canceled the order. I've received a refund from ******* but Go Configure has yet to issue a refund. I've tried calling and I've sent several emails but still no response.

  Business Response

  Date: 03/28/2023

  Good Afternoon,

   

  We have been in contact with the customer about the refund process. We have processed a $619 refund by check and should arrive within 3-4 weeks. Thank you.

• Initial Complaint

  Date:01/30/2023

  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 12/15/2022 ******************* (my husband) and I purchased an IHA - *** TREADMILL *** TREADMILL from Schwinn: order SO-********. We also paid for assembly. We are now 6 weeks since purchase, and we are still waiting for our machine-which doesn't work-to be fixed. The company they use for assembly etc Go Configure does not call us back or schedule with us. Every call we make to them they repeat the same message: someone will back to us. They don't. This was needed for pre-surgery care. Neither Nautilus/Schwinn are doing anything to fix the problem, or Go Configure. We have attempted contacting them through emails and phone calls over a dozen times. No one is doing anything! We have a $1500 unusable product in our entranceway.

  Business Response

  Date: 02/01/2023

  Good Morning,

   

  This customers service was completed on 1/31/23, thank you.

  Customer Answer

  Date: 02/06/2023

  No, it is still unresolved. They sent the wrong part, and then sent a motor which the company claims they cannot install. They said we should have been sent a new machine.

  Business Response

  Date: 02/22/2023

  Good Morning,

   

  We had a technician go out to the customers home on 2/16/23 and diagnose the need for additional parts. We are working with the customer and manufacturer around parts that are needed. We will continue to contact the customer through completion. Thank you.

• Initial Complaint

  Date:01/11/2023

  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 the treadmill on 12/4/23 and assembled on 12/10/23. The treadmill didn't work. Nautilus had warranty to fix the treadmill by delivered the part and send technician from Go Configure to assemble the parts. I contacted Go Configure many times to schedule an appointment but the agents could not get response from the technician to give the appointment. Go configure agents always said they tried to contact the technician but no update. I talked with the district coordinator at ******* to work on this issue but still did not solved the issue. I still have not had the answer which day Go configure will come to assemble the parts. I contacted Go Configure almost everyday for more than 2 weeks but still no progress. All agents including the district coordinator who answered the phone always said they contact the technician, texted them, left the message but no response. I asked for the district manager to discuss the issue but ****, the coordinator didn't give the contact info to me. Please help me solve this problem since it has been ongoing for a month since I bought the treadmill and could not use it.

  Business Response

  Date: 01/24/2023

  Good Morning,

   

  We reached out to this customer on 1/13/23 and confirmed an appointment of 1/31/23 with the customer. 

• Initial Complaint

  Date:11/23/2022

  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 a patio set and paid for installation. The company uses GoConfigure as a 3rd party installation and after 3 weeks of calling them trying to schedule an installation and never getting a call back or confirmed date, I called the place where I ordered it from to get a refund.

  Business Response

  Date: 11/23/2022

  Good Afternoon,

   

  We received this order on 11/7, there were delays in scheduling which we do apologize for. This customer has cancelled and will be receiving a refund through their point of purchase.

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank you for this response. It was never communicated with me that there were delays with scheduling. Im fact, each time I called (4 times from the 7th to the 23) I was told that someone would call me back in 24 to 48 hours. Each time I called to follow up, I told the customer service person I didnt want to be annoying and asked how often I should follow up  I was told to call back as much as needed  over that 2 week period, I never received 1 call back nor did anyone indicate that there were delays with scheduling.  I am still pending refund to my credit card a week later.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/12/2022

  Good Morning,

   

  The complaint sent over was blank, but this customer has cancelled their service with us and their point of purchase, this was on 11/30/22. We called, but were only able to leave a VM with the customer. Thank you.

• Initial Complaint

  Date:11/16/2022

  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 a Bristol Point swing set from Backyard Discovery. Order # *****. They hire assemblers from Go Configure. The total price was $2,806.96 assembly included. The delivery was right on time, which was on Sept. 27th. 2022. The assembler came out Oct. 18th,2022 & said he could not put it up because it was not on level ground and also said he would be back the next morning, which he or anyone else has showed up. Someone was suppose to show up last Sunday on the 13th. but no one came. So I called Backyard Discovery to find out what to do. They told me I could cancel my assembly order and they would refund my money. They said it would take around two to four business days, then I could recall Go Configure and rehire another assembly person and it would take about 4 wks. for them to come out. They have not only did me wrong, but also my great grandchildren. This was suppose to be and early Christmas present for them. Please help if you can. I don't know what else to do. Thank you.

  Business Response

  Date: 11/22/2022

  Good Afternoon,

   

  We reached out this customer who already cancelled and received a refund at point of purchase. When we reached out, this customer stated that they do not want ********************** to work on their project and they are going another direction. This customers order has been cancelled and they have received a refund.

• Initial Complaint

  Date:11/14/2022

  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.

  The following is the text thread for the correspondence I've had with the company in question:Go Configure: A technician will be in your area on Sat Aug 27, 8:00am - 12:00pm. Reply with YES to accept appt or call ************ Yes Thank you. Your appointment is confirmed.Go Configure: A technician will be in your area on Fri Sep 23, 4:00pm - 8:00pm. Reply with YES to accept appt or call ************ YES Thank you. Your appointment is confirmed.Go Configure: A technician will be in your area on Sun Nov 6, 8:00am - 12:00pm. Reply with YES to accept appt or call ************ YES Thank you. Your appointment is confirmed.Go Configure: A technician will be in your area on Sun Dec 4, 8:00am - 12:00pm. Reply with YES to accept appt or call ************ The details of my complaint are as follows:On July 30, 2022 I hired and paid Go Configure to assemble a SKYFORT 2 playset for $775.50. They said they would send a crew of 4 to do the work and later sent a text confirming my appointment for the assembly to be on August 27, 2022. On that date only 2 people showed up, unprepared for the challenge ahead. They immediately left to go get water, then came back and got to work. They stayed until 11 pm, working in the dark, then left saying they would be back the next day to finish. The two men returned and completed construction while I was at work. When I got home I noticed the base of the playset had been put together backwards so that the picnic table faced out into the swings so you couldn't use the closest swing, the safety anchors hadn't been installed and several boards hadn't been screwed in completely. When alerted to the situation they said they would send someone back to remedy the problems. Since then they have either rescheduled or canceled my appointment without my knowledge multiple times so that a safety issue, that according to the owners manual would void the warranty, has been left unresolved for more than 3 months according to the latest appointment attempt.

  Business Response

  Date: 11/22/2022

  Good afternoon,

   

  We continue to work with this customer in getting a scheduled date. We will continue to work with this customer until completion. Thank you.