Complaints

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

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  Universal Technical Services

  1500 S 1000 W Logan, UT 84321-8206

• 

  Universal Technical Services

  PO Box 447 Logan, UT 84323-0447

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:12/13/2024

  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.

  I have an extended warranty agreement with Universal Technical Services that expires in August 2025 on my Nordic Track 1750 treadmill. I have asked *** for someone to come out and put the defective part (that I already have) and fix my machine. I have called 25+ times since 11/20 to the business that was assigned by *** to fix my treadmill. Every time I call this business ***************** all I get is an answering machine and they never return my calls. I have called *** on numerous occasions to get help. And every time I call ***, they always tell me to wait a few more days and the repair business should call you. I suggested that maybe they could send somebody from another repair business but they said they couldn't do that, and if they could it would cost extra money.Equip Service is about 45 minutes from my house in ************. *******, which I would think would be the next place that is close is about 100 miles from me. Today is 12/13 and I still haven't received a call from this repair center. I paid $238 for this extended warranty and I think UTS is just putting me off so they won't have to take care of it. I'm a senior on a fixed income and I can't afford to pay someone else to install this part when I have already paid for a service contract.The model # of the treadmill is NTL14221 The serial # is ************ I would appreciate some help from you because I need this treadmill fixed. I'm a senior in my 70's and I'm on a fixed income, so it's not like I could just go out and buy another treadmill The extended contract is listed under ** **** or Layne ******* number is ************ ** **** is ************

  Business Response

  Date: 12/16/2024

  We received notification from the technician that after contacting phone # ************ that they were informed you not longer needed service. Since, this complaint posted we have reached out to Exequip who has tried re-contacting. They state they will have a tech available tomorrow ***** for service. They will continue to reach out to you. You are also welcome to contact them at ************. Thanks,

  Customer Answer

  Date: 12/16/2024

   
  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:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  After spending thousands on a rowing machine and recumbent bike, I purchased a replacement parts and service warranty for a recumbent bicycle I bought about a year ago. I started having an issue with the pedals making a knocking sound and not turning smoothly. About a month ago I spent about 3 hours on the phone on several phone calls to find out that there is no service personnel in my area to help fix my machine. Trying to contact ifit/nordic track for any kind of tech support issue is a nightmare. The people are untrained and unable to provide you with any set of steps to fix your device. I finally got them to send me some new parts so that I could figure it out myself, but the parts never arrived. I spent 2 hrs on the phone on hold waiting for someone from tech support to answer to resolve the issue, and no one ever answered. As far as I can tell, no one is going to help me fix my unit. Their sales team is instantly available, speaks good English, and are well trained. But once you are a customer, you don’t hold much value to this company. They don’t answer the phone, have no managers that can actually solve a problem available. They sell you a “service” warranty, but have no technicians available. And when you do get them on the phone, don’t actually send the parts they promise you. Meanwhile, I have purchased a three years ifit subscription to train on my machine and continue to pay for that service while they leave me hanging with a broken bike. Watch out for Nordic track/ifit. They will take you for a ride!!

  Business Response

  Date: 11/20/2024

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  It does look like the parts were sent out, because tehy were never delivered we need to check your shipping address. Please verify your shipping address so we may get those sent to you again. 

  We apologize for all you have been through. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you. 
  
  

  Customer Answer

  Date: 11/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I would like a phone call from the corporate office to explain in detail the multitude of failures on the part of your companies customer service. I also have verified my address **** *** ***** ** Carlotta ca 95528 with multiple employees in your customer service department. I don’t see anywhere in your response that you have addressed the issue of selling me a service warranty when there are no service technicians available in my area. Or me spending several hours trying to fix this issue already. This puts all the technical aspects of the repair on me, which is not fair, and requires specialized tools like a crank remover. I feel that I should be given an entire replacement wheel assembly so that I’m not required to do mechanical work that should be done by a technician via my warranty. If you can’t provide this, I should be given a new bike. Please contact me at *** *** ****. Making me spend more time typing all this instead of making direct contact just furthers the disrespectful amount of time you make your customers spend on trying to get your company to provide fast and accurate service. 
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/22/2024

  Hi ****, 

  We apologize for this issues you have experienced. Currently, you are only under the extended service plan for labor. Your parts coverage is still through Nordictrack. We have contacted them on your behalf and they have order parts under confirmation # **********- Once shipped you can track these at ***********.

   

  Thanks,

  Customer Answer

  Date: 11/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  You say you are sending me parts, but how do you know which parts to send without sending a service expert to diagnose the problem? The warranty I have for labor covers you sending someone to fix the bike for me? Your response makes no sense. I asked for someone to call me to resolve this issue in a real way. Still no phone call, only the statement that you apologize? How does this help me resolve my issue? I already explained that I don’t have the specialty tools to fix this product or the technical knowledge without being contacted by someone who actually knows how to fix these products. I want a new bike if you can’t fix this for me like the warranty I bought to cover any repairs. Do I need to contact Nordic track to resolve this? Or ifit? Doesn’t ifit own Nordic track? Your oblique and non sensical answers, and lack of explanation of an actual way to fix my bike or resolve my issue continue to leave me without any way to fix my bike. You also offer me no compensation for selling me a warranty for labor on any repairs without being able to provide me a technician to do so. I don’t know why you would not take the time to resolve this with a customer who purchased several pieces of your equipment and a three year membership. Do you think the thousands I spent with your company is a joke? I want to speak to someone in management that can actually assist me in a real solution, which I asked for several times now. My phone number is **********. 
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service 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.

  I currently have 3 Nordictrack items, 2 treadmills and 1 elliptical that are under warranty by UTS. I am in need of service and maintenance but the number on the contract is now a auto warranty supplier. I am unable to get ahold of this company to file a claim.

  Business Response

  Date: 10/30/2024

  The phone # for contact is **************. 

  Thanks,

  Customer Answer

  Date: 10/31/2024

  After calling UTS with the phone number provided, my Maintenace was rejected. I purchased 3 exercise units in 2021 that are being used at a local ****************** I purchased a 6 year extended warranty. Each year, I have preventative maintenance conducted on each unit and/or repairs. Yesterday, 10/30 I contacted UTS and was denied service. I was told since the units were being commercially used, the warranty does not cover the unit. WHY NOW!!? Its been 3 years and never an issue. I paid $489 for each warranty for each unit ($1467), and still have until 2027. This is a breach of contract. How can you implement this now when I still have a active warranty. My account is under ********************************************* and ************. Please fix this issue.
  

   

   

  Complaint: 22488683
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Judge

  Customer Answer

  Date: 10/31/2024

  My complaint continues after I received the phone number. UTS is now breaching a contract and refusing to provide services paid for in a warranty. 

  Business Response

  Date: 11/04/2024

  Your service was approved on 10/31/2024. An Agent should be contacting you to set up service. Thanks,

  Customer Answer

  Date: 11/06/2024

   
  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,
  
  **** Judge

• Initial Complaint

  Date:10/22/2024

  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 an extended warrant service contract from UTS that has approximately four years of effectivity remaining. Had months of noisy usage with our machine. Opened Case ****** on 5/6/24. Had three service techs onsite, 6/15, 8/14 and 8/24. On the final onsite visit, the technician stated that the problematic root cause part could not be removed and the machine was therefore irreparable. No contact from anyone so began requesting updates on 9/2/24. No response. Opened a new case simply to request an update. Case ******. As of today. 10/22/24, no Tech has been dispatched and no contact from UTS since 10/4/24.This situation is an undeniable example of horrendous customer service. Since my machine cannot be repaired, I expect it to be replaced immediately.

  Business Response

  Date: 10/24/2024

  Your case has been submitted to the Product Resolution team for replacement. They will be in contact with you shortly for assistance. 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22460709
  
  I am rejecting this response because:

   

  I do not wish to purchase, at full retail, another unit.  I am asking for:

  1) A refund of the price paid for the unit.

  2)  A refund of the entire Service Contract.

  I have had nothing but extended problems and frustrations with the responses to requests for service.  Each time has been a nightmare.  I want to be done with U.T.S. and made whole.

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

  Business Response

  Date: 10/25/2024

  Your service plan covers a replacement machine unto the amount you paid for your product. We have offered that as a credit towards the purchase of a new machine. If you choose do not choose the replacement option, our limit of liability under the service plan is less the cost of the purchase price of the machine. We have paid out $347 in service claims and $74.23 in parts cost. Once that is deducted from the purchase price of the machine the refund amount due under the service plan is $577.77. We would not refund both a machine cost and a service plan cost, as the plan is what is covering your machine replacement. 

  We can either offer a replacement machine up to $999 (the purchase price of your product) or a refund check towards the limit of liability of $577.77. 

  If you choose the replacement machine route we can work with you on pricing for the new machines, if you would like to send the resolution specialist the machines you are interested in they will be able to send you pricing if there is an upgrade amount. 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22460709
  
  I am rejecting this response because:

   

  UTS is not accepting responsibility for their lack of satisfaction in fulfilling the Service Contract.  I am not going to reimburse them for wasted service calls, which took up days on my part and resulted in no change to my machine.  I am also not going to reimburse them for the useless spare parts shipped to me since this was misdiagnosed from the beginning.

  I stand by my request for a full refund of the machine as well as Service Contract.

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

  Business Response

  Date: 10/28/2024

  Since your service plan does not cover diagnostic visits, parts are sent in advance. The service plan covers the product not the service plan. Your only options are a replacement machine or refund of the machine cost less the claims paid. The service plan cost will not be refunded. 

  Thanks,

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22460709
  
  I am rejecting this response because:  they have not changed their offer.  My immediately prior message stands.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/30/2024

  UTS will not refund the purchase price of the machine and the service plan cost. UTS is not the Manufacturer of the product and the service plan covers issues outside of the *** limited warranty, which is what has been provided. You are eligible for a refund of the machine price less the cost of claims paid per your terms and conditions limit of liability or you are eligible for a refund of the purchase price of the service plan, not both.  The service plan purchase price is less that the offer for the machine cost less claims paid. Again, we are willing to help you get into a new machine. Please visit the website provided in your replacement paperwork and please pick out some models you may be interested. You are not limited to an elliptical, your credit of $999 can be used towards the purchase of any iFIT product and we can work with you on pricing if there is an upgrade fee. 

• Initial Complaint

  Date:10/11/2024

  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.

  I paid the company for 4 years, of in-home service on my treadmill. I started having issues with the display on August 15th, 2024. The repairman comes out orders parts and comes back when the parts arrive to install them. This has happened three times, the last time on 10-7-2024 I have been in contact with the company and no decision has been made to fix the treadmill. On 10-8-2024 they told me 48 hours for a decision and on ***** still no decision. I have waited 2 months for the treadmill to be fixed and they still don't have a resolution.

  Business Response

  Date: 10/14/2024

  A replacement console was requested from the Manufacturer with special instructions to test the console before it is shipped out. Order confirmation # ICS9945924. You can track this at ***********. Thanks,

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22410895
  
  I am rejecting this response of sending the console because: the treadmill has not been repaired and will not be satisfied until I have a treadmill that works. That is why I purchased an extended warranty.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/15/2024

  The technician has determined that a new console will fix the issue. The part has been ordered and technician notified to schedule service to install it once it arrives. 

   

  Thanks,

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22410895
  
  I am rejecting this response because: They sent a console before and did not fix the treadmill. Wait and see what happens once this console is installed .If the treadmill  works I will be happy to accept this and resolve the complaint
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/21/2024

  The console is scheduled for delivery today. Have you had an opportunity to schedule an appointment with the assigned service provider?

  Thanks,

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22410895
  
  I am rejecting this response because: The treadmill is still broken. I received the console and scheduled the repair person on the same day. He will be here Thursday ***** and will update this complaint with the status of the treadmill
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/24/2024

  We have received notes from the assigned service provider that the console was installed and machine is working. Please let us know if this is not the case. Thanks,

  Customer Answer

  Date: 10/25/2024

   
  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:10/09/2024

  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.

  We original purchased my ********** elliptical on 11/4/2020 with what they sold 7i for $1,612.000 as a 5 year bumper to bumper warranty. This July 2024 my machine went down and I followed the instructions for getting this resolved (not knowing that the ********** warranty was only 1 year and now a third-party U.T.S. Would be handling things). Almost 5 months later I have had two parts ordered and one service visit (which I was required to pay partial for miles driven by the tech) that left my machine in a more damaged state than it originally was. My complaint is that the machine is not being replaced at this point that is just good customer service. My family has maintained a steady subscription with ifit (that we cannot even use at the moment) and feel the lost of money and precious workout time is inexcusable based on what was promised in the original purchase of the machine and the plan that came with it. While I have been in touch with a very cordial person from management at UTS I am taken back by how long the process has been and the fact that there is no set date to repair our machine as of writing this 10/9/2024 NordicTrack or UTS please help this experience has left a negative impression of how you all operate and I feel like other need to know that this relationship obviously does not extend far beyond your money having been spent which is sad.I will do a follow up here when and if this is (or isnt) resolved hopefully this helps others that are considering either of these companies services in the immediate and far future. People are expected to pay upfront for these goods and services and it hurts when that is not reciprocated as agreed to at purchase.

  Business Response

  Date: 10/10/2024

  Under your service plan there are requirements that have to be met to qualify for a replacement machine. At this point in time, those have not been met. Your plan is first and foremost a parts and service plan coverage. 

  We do apologize for the time it has taken to get the machine fixed.  We have an open service order and have reached out to the assigned technician to schedule a return appointment with you ASAP.

  You are also welcome to contact them directly for scheduling if you choose. 

  Fitness Emporium

  Service Order # 2917940

  Phone: 843-709-9158

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased a 4 year extended warranty from UTS for my treadmill. Model # *********** Serial Number: SN **************  I've had at least 4-5 repairs performed on the treadmill through the warranty and 1-2 under the original warranty. The most recent incident initiated on August 12, 2024. The primary problem being the treadmill was running approximately 25% slower than indicated. A repair was attempted by their technician on Aug 29, 2024. That evening when I first attempted to use the treadmill post repair, the issue was not resolved with the machine still running significantly slower. Additionally the belt was also now slipping every few seconds, making it dangerous to walk or run on the treadmill. When I called back to have it addressed, the technician said I needed to contact the warranty company for a new claim. I called them and they required video proof that it was not running properly. Despite my stated concerns over my safety they demanded a video. I provided a video, broken into four segments because it as too large to be email in one email. The video demonstrates the treadmill running 25-30% slower than indicated as well as the belt dangerously slipping several times. I sent the video on Sept 1 and did not receive a response, so called back on Sept 4. I was told it was being reviewed and then was told the same day that the claim was being denied and they felt the machine was operating within parameters. When I expressed concern that this was obviously incorrect they said they'd get back to be with additional video requests, but never did. The treadmill should ad a minimum be repaired to working order or replaced based on the Terms and Conditions section 4 No Lemon Policy

  Business Response

  Date: 09/17/2024

  Mr. Lynch, thank you for reaching out to UTS.  After review of your service history, I am approving for your product to be replaced under the limit of liability.  The Lemon Law policy that you requested has not been meet because the parts orders you have received were all covered under the manufacturers part warranty up until the 2 lates parts orders.  Additionally, the manufacturer did review the videos and indicated that their products should never be expected to calculate mileage, steps, and distance relatable to any other fitness or tracking device.  The manufacturer uses their own algorithm and does the display does not calculate weight resistance or product wear into variable readings.  Your product is eligible for replacement due to the cost of claims incurred under warranty.  The individual who manages our replacement claims is out of the office until next Tuesday 9/27/2024, you will receive an email from her once she is back in the office at which point she will outline your replacement terms.  Thank you.

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22291646, and find that this resolution is satisfactory to me, pending the response from the person who manages your replacement claims.

  An ancillary note, the method for determining the speed of the belt in relation with the displayed speed was discussed with the associate on the phone.  They requested that I prove the belt was moving at different speed than indicated and that was the best we came up with.  I had also previously measured the belt and counted the number of revolutions to compare that to the distance it said was traveled.  

  
  Sincerely,
  
  Gregory Lynch

• Initial Complaint

  Date:07/31/2024

  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 an extended warranty from this company March 2023 for my Nordictrack. They have been out to repair my machine at least 8 times in the last year and it is still not fixed. They keep sending parts and a repair guy, but the machine never stays working for more than a few weeks. They refuse to replace the machine --per the extended warranty contract. All I have is a non-working treadmill and a stack of parts they keep sending. This company needs to stand by their warranty contracts.

  Business Response

  Date: 08/01/2024

  Thank you for reaching out to UTS regarding your product.  It is imperative in accordance with your complaint that we clarify your active coverage for your NTL29019.  Your product has an original manufacturer's warranty for 3 years labor and 6 years parts, you currently are covered under the manufacturer warranty for parts.  You are currently covered under the labor portion of your extended warranty with UTS; however, we are currently only dispatching a technician when the manufacturer iFIT requests parts for a failure or defect.  We have reviewed your complaint regarding multiple part failure and ongoing issues with your product.  Because your product is experiencing downtime pertaining to parts failures under your manufacturer warranty, we would advise that your complaint be filed with iFIT/NordicTrack customer care regarding your ongoing issues.  The UTS contract is currently not liable for failures associated with your product, the UTS contract is only liable for service repairs to replace parts requested by the manufacturer warranty.  The UTS contract would assume liability for parts failures after the manufacturer's parts warranty expires in 2026.  Thank you.

• Initial Complaint

  Date:07/11/2024

  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.

  Purchased and received NordicTrack Commercial 2950 Treadmill early 2021. Experienced problems right away. The machine would spontaneously turn off, it would leak oil all over our floor, the belt would jump, etc. We've replaced the deck 2x, motor 2x, tablet, belt, and more. Machine was broken more often than not. Purchased extended warranty. After multiple fixes and continued issues, we were authorized for replacement machine at the original purchase value. Settled for cheaper model since prices increased. Paid $300+ for white glove service to install and haul away. Initially scheduled delivery was made on a date we were unavailable. Called and rescheduled to a new date (6/24/24). On 6/18/24, they called to say they were 30 minutes away, when we already told them we wouldn't be available. They had no record of the rescheduled date. On rescheduled date 6/24/24, no outreach or delivery. Called twice to follow up and reschedule again. They were unable to reach dispatcher and never circled back. Called again, with new date 7/9/24, again no show or communication. 7/10/24, we got a text saying to expect delivery btwn 11 AM - 3 PM Eastern. Showed up at 4:20 pm when we were leaving the home, so we declined service. Also showed up with only 1 person to install and haul away a treadmill. Want a refund of the white glove service, a follow-up point of contact on the status of this installation and delivery, and free extended warranty.

  Business Response

  Date: 07/11/2024

  Hi ********, 

  Thank you for taking the time to address the issues you have encountered with your order. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  Please provide your order number, and contact info of the person who made the order so that we may look into this issue for you. 

  Thank you 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21973346
  
  I am rejecting this response because: I was requested to provide more information.  The original order was placed by my husband, *************************** for order number 1666275.  This is now under an extended warranty that we purchased from your company.

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

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

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

  Business Response

  Date: 07/19/2024

  Thank you for reaching out to UTS, we have already closed this claim prior to receipt.  UTS has refunded the white glove assembly cost and ****************** agreed this was a satisfactory resolution.  Thank you.

  Customer Answer

  Date: 07/23/2024

   
  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:06/26/2024

  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.

  Bought service agreement for 3 year coverage on equipment in ************************************************************* 2024. Have been passed to three different case managers. Each needing supervisor to set up repair. No supervisor to help . They claim to call back and send email. Weeks between waiting until I call again for the same answer and wait again.

  Business Response

  Date: 06/27/2024

  Thank you for reaching out to UTS regarding your service request. I apologize for any delays you experienced due to confirmations needed from the manufacturer regarding eligible serial numbers.  My team should have already been in contact and resolved your issues, please reach out to our team at ************ if you have additional questions.  Thanks.

  Customer Answer

  Date: 06/30/2024

   
  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,
  
  ***************************