Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/03/2025
Type: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 product at Total gym direct website in 11/3/25. I received an email stating that the order was received but would be processed in 30 minutes and I would get a confirmation number. Confirmation number was never sent. I tried to call several times during the day but no one answers the phone. I sent an email. I did not receive a response. I am concerned that this site is a scam and I have been taken advantage of. I would love to receive the product but, it appears that may not happen. I am also very concerned that I have them my debit card info and personal info and I paid for something that will never be sent. I thought Total Gym was a good company. Maybe, they are not? Maybe they are going out of business like so many other companies? I need to know if I need to put out a stop payment? If I need to cancel my debit card? Where I can purchase accessories for my Total Gym in the future or if that is even an option since they have such horrible customer service? I am very discouraged. Thank you for any assistance you can give me. I would like a phone call and the product I ordered sent to me. It would be nice if they could make effort to treat me like I am valued customer and not an afterthought.Customer Answer
Date: 11/06/2025
I called your phone number and I was referred to ******* *****. She was not available. I left a voicemail. This was on Thursday November 6 th at approximately 11:55 am mst. I never received an order number from Total gym but on November 6 th at approximately 10:30 am I received a package via ***** from a company in **********, then ******, I think. It is a very large package. They sent me five squat boards instead of one. I am certain my order was for just one. I tried to call Total gym in ************ and no one answered the phone. I again sent another email alerting them to the problem. I also thanked them for trying to get the product to me quickly. I did contact ***** and I asked them to please pick up the package and return the items to Total gym direct or return to the sender. They said I needed to haul the extremely heavy and very large package to a ***** shipping facility and pay to send the package. I also need to print a label. I felt this should be the responsibility of Total gym. I have sent an email to Total gym direct and I have asked them to send me a shipping label so I can schedule a pickup from *****. I am waiting for a response at this time.Initial Complaint
Date:06/30/2025
Type: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'm just wondering why Total Gym does not report to the credit bureau this could help a lot of individuals that are trying to build their credit and I would like a response if you borrowed money from them you have to make monthly payments so why don't you report to the credit bureau I would like a response thank you very much
Business Response
Date: 07/02/2025
At this time, Total Gym does not report payment activity to the major credit bureaus. This is primarily because our financing arrangements are internal payment plans that are not structured as traditional credit accounts (such as credit cards or installment loans through a financial institution). As a result, these types of payment agreements may not meet the specific criteria required for reporting to the credit bureaus.
We understand and truly appreciate the importance of building credit, and we recognize how helpful positive reporting could be for our customers. While it's not part of our current policy, your feedback is extremely valuable and will be shared with our team as we continue to evaluate our offerings and how we can better support our customers' financial wellness.Initial Complaint
Date:09/24/2024
Type: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 bought a piece of equipment which has a year warranty. I had sent several emails saying the unit was falling apart in the first 60 days. I would like a call tag /pre paid postage to send back for refund.Business Response
Date: 10/23/2024
We regret to hear that you're not satisfied with the quality of your unit. According to our records, it was purchased on January 29, 2024, from Spreetail, and it included a 30-day return period. You first reached out to us in April, and we sent you replacement parts as requested. Since you remain unhappy with the unit, we can arrange to pick it up and fulfill our warranty obligations. However, please note that we are unable to process a refund, as we do not hold your account.
We apologize for the inconvenience this has caused. Please reach out to our customer service team at ************, and we will arrange to have the damaged unit picked up and a replacement sent to you.
Customer Answer
Date: 11/03/2024
I did not see the response from them until ****** response to that would be the replacement parts did not last like the originals. The manufacturers warranty is one year. I would want a refund as I cannot use defective health equipment, since it is dangerous. Thank You ***** ******Customer Answer
Date: 11/03/2024
I did not see the response from them until ****** response to that would be the replacement parts did not last like the originals. The manufacturers warranty is one year. I would want a refund as I cannot use defective health equipment, since it is dangerous. Thank You ***** ******Customer Answer
Date: 11/17/2024
Tell us why here...----Original Message-----
From: ***** ****** <**************************>
Sent: Friday, March 22, 2024 1:35 PM
To: Service TotalGymDirect <************************************************************>
Subject: total Gym falling apart less than 60 days
I purchased a total gym on January 29th . The foot and hand grips are falling apart. The flat card are paper thin not laminated cards that tear away from the top of the unit.
ORDER # ***-9067278-6799425Customer Answer
Date: 03/04/2025
Although I would prefer a refund, I will agree to have them pick up defective unit and have them replace it .Business Response
Date: 03/06/2025
Hello,
We spoke with the customer today, and he has agreed to receive a replacement unit. Additionally, we have upgraded the replacement to a more expensive model of the Total Gym.
Kind regards,
****** ******
Total Gym Customer Care
Initial Complaint
Date:08/02/2023
Type: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.
This sweepstakes is a scam and gives false instruction that instructs a contestant to “watch video to get a special code & call ###-###-####” The contestant watched the video and viewed a 3-digit code ***. When the contestant called, the representatives then switched the code request and instead of the code found on the video, they ask for a “7-digit code in the back of your mailer”. This is after you watch the video of an advertisement/sales pitch for the product. Then they indicate they are shipping a Total Gym to your home for $1 trial. Then the representative indicated a “free total gym is being shipped to your home for you to try for 60-days and then will bill 10 monthly payments. The entire premise of this sweepstakes is a bait and switch scam. The code they claim you get when you watch the video is a different code than the code they ask for on the mailer. 100% scam. Bait a customer into sending an unsolicited product to the contestant’s home with the plan to charge the contestant for the product. No winners exist. It’s all false advertisement of a sweepstakes “1 in every 25 winner odds”Business Response
Date: 09/18/2023
We did contact this consumer to review our sweepstake's rules and regulations. The consumer is satisfied with our response to her questions and concerns regarding the contest.
Business Response
Date: 09/18/2023
Tell us why here...We did contact this consumer to review our sweepstake's rules and regulations. The consumer is satisfied with our response to her questions and concerns regarding the contest.Initial Complaint
Date:02/28/2023
Type: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 total gym for a 30 day free trial on January 13th 2023. I received the total gym about one week after that.The agreement was if you do not like the item or dissatisfied you can return within 30 days. I contacted Total Gym around February 6th 2023. I was told that the return could possibly be $200 to $400 dollars and was sent an email. Once I spoke with someone named ***** in customer service she let me know that they would be able to pick up the item as long as I would pay for pick up which would be around $80 and I agreed. I have tried contacting by email since then with no response. It is not February 28th and I have been charged for the Total gym ($100 per month). I never wanted to keep it and wanted to return it a couple weeks after receiving the item. I would like to be contacted as soon as possible to process the pick up of the item as agreed per email and reimbursed for the first monthly payment that has been charged.Business Response
Date: 03/16/2023
Our goal is to ensure we meet the expectations of our customers. We will be contacting this customer to offer a free return of the Total Gym unit. We strive to maintain a positive relationship with all of our customers and to provide the highest quality of customer service.
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