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:07/18/2023

  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 NordicTrack Elliptical extended Warranty on 2/3/23 for $466.60 on original Elliptical of 2014 & never filed a claim under it so I am requesting a refund of $466.60. Company says they replaced the Elliptical under new warranty but I Claim it was under OLD warranty as repair started under it. NO New issue was reported under new warranty. Edgar H**** the technician has confirmed it twice 5/12 & on 7/15 on recorded line it was same issue & NO new issue
  
  1/30/23 Repair order was filed by me at ###-###-####. Parts were ordered by the company on Phone without looking at Equipment
  
  2/15/23 Dan L***** came to fix the it but said parts were not right & he ordered new parts
  
  3/20/23 Dan & Edgar H**** came to fix it & when done I signed the paper which only showed the amount for their visit and I didn’t sign off that the Eliptical is working with no issues. Edgar said to call back if noise still persists
  
  3/28/23 Called Dan & reported that the problem is still present. We had used it only couple of times and called back to report the noise is still present
  
  4/1/23 Edgar came back to check it & said he will order new parts as it was the previous fix didnt work
  
  04/11/23 Alison K****** called saying the eliptical will be replaced & it was replaced on 4/21/23
  
  5/01/23 I called to ask for the refund of the new extended Warranty of $466.60 because no new issue was reported under new warranty & explained this to Abdy. She was very rude & would not listen to me & said no Manager will talk to me
  
  5/01/23 I sent email thru the company’s portal & Bethany emailed saying it was a new issue so they replaced product under it & no refund will be given. I replied in detail it was not a new issue but I got no answer from her
  
  Since then exchanged emails with Alison K****** with no resolution. I let her know I will file the complain with bbb. I even offered that they can give me extended warranty on new Elliptical but NO manager has even reached out to me and tried to resolve this

  Business Response

  Date: 07/31/2023

  Thank you for reaching out to UTS, we have reviewed the file and have found the following detail in regard to your claims.  The contract ******** which you have referenced your original claim was filed on 1/31/2023, this service contract expired 6 days later.  When the technician came out to the home and service the unit it was determined that additional parts and a return service would be needed to repair the unit.  When there is a new parts or service request created it is associated to the active contract at the time the request in initiated.  Once the technician requested additional parts and a return service it was associated to the only active contract.  Therefore, when the parts were deemed as no longer available from the manufacturer the replacement product is dispatched under the active contract for which the claim was processed.  The contract was indicated on the paperwork that you signed to agree to the terms and conditions of the replacement product at which time you acknowledged that you understood the unit was being replaced under contract ******** and would be fulfilled with the acceptance of the product replacement.  This contract has been fulfilled based on the terms of the contract and the terms of the replacement which was signed for and agreed to.  There will be no refund or application to a new contract, the contract has been fulfilled and was processed appropriately for the service claim requests.  If you have additional questions please reach out to UTS at ***************. Thanks.

  Customer Answer

  Date: 08/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I disagree with the explanation provided by UTS that the unit was replaced under new contract when it should be under old contract. 
  
  UTS says: The contract ******** which you have referenced your original claim was filed on 1/31/2023, this service contract expired 6 days later. When the technician came out to the home and service the unit it was determined that additional parts and a return service would be needed to repair the unit.
  
  
  1.  I called on 1/30/23 to report the issue and not 1/31/23. I have phone record and I can provide that upon request.
  2.  UTS ordered parts was on 1/31/23 on phone without looking at the Machine.
  3. Technician Came in on 2/15/23 and said that the parts ordered on Phone were not right and ordered new parts. So it’s not our fault that UTS Could not fix it before the expiration of the warranty under which the original claim was filed. Problem continue to exist and parts were not available so UTS replaced the product. So how can this be a new problem under new warranty when the company did not send in correct parts, could not fix it, needed additional parts to fix the issue and the issue was not resolved under the filed claim. 
  4. To give more perspective on the machine that needed repairs… We purchased it on 2/7/14 and we have always paid and got it covered by extended warranty and last purchased extended warranty was on 01/16/2020 for $349 which was never used and the first claim we ever filed under it is the current one. 
  
  UTS says: The contract was indicated on the paperwork that you signed to agree to the terms and conditions of the replacement product at which time you acknowledged that vou understood the unit was being replaced under contract ******** and would be fulfilled with the acceptance of the product replacement. This contract has been fulfilled based on the terms of the contract and the terms of the replacement which was signed for and agreed to.
  
  1. I do not have a Copy of the signed contract to refer back.  If UTS did put in the new contract number on the replacement contract, then I would consider that contract as not valid as the replacement should have been under the contract the repairs started as explained above. I was not explained that its being replaced under the new contract as I would have objected to it right away.
  
  I would request a fair minded person to take a look at this dispute and decide if this is a fair practice by UTS  to assign the previous claim to the new extended warranty. Thank you very much for your help.

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

  Business Response

  Date: 08/09/2023

  Thank you for reaching out once again.  We have closed this dispute due to the agreement that was signed and the understanding that the contract would be fulfilled under the active contract for which any additional expense would be accrued to repair the unit.  The attached files show the form that was reviewed, agreed upon, and signed in order for UTS to process the replacement order.  Had the agreement not been signed UTS would not have ordered the unit and any disputes would have been addressed prior to the fulfillment of the contract.  All claims under contract have been closed for this product.  Thanks

  Customer Answer

  Date: 08/11/2023

  
  
  Complaint: ********
  
  
  I stand by the explanation that I have provided in my complain and reject UTS’s claim that the product was replaced under new contract. They did not provide any explanation on their form that the project was being replaced under new warranty and if they did that I would not have signed it. UTS was deceitful in how they went about this by putting this replacement under the new contract when all the work was done or should have been done under the old contract as I have provided the details in my explanation. Any fair minded person reading the details that I have provided would agree with me that UTS was not honest in their dealings with me even though we have been with them for many years, kept paying for extended warranties and never used them and when we really had to use it they cheated us.
  
  
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  Date:05/31/2023

  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.

  Purchased a STAND ALONE 3-yr service plan on Amazon approximately 8 months after purchasing my *********** Commercial ****. Per the Amazon listing for the service plan "the [plan] begins at the date of purchase and provides coverage for term length chosen." Notably, it does not say from "date of purchase OF THE MACHINE". When I called to have a service technician come out, the customer service representative said my plan expired because the term of the agreement is "from the date of purchase machine" and that the service plan only applies to new machines. I pointed out that this is not what the advertisement says and he pointed me to the **************** Plan documents that I received AFTER I ALREADY ENTERED INTO THE CONTRACT. Given the contradicting language between the advertisement and the contract, I requested to speak to a manager. The customer service representative refused to transfer me to a manager and, instead, gave me a PO Box that I could reach out to. This is clear fraud in the inducement. No where on the advertisement does it say that the service plan is from the date of purchase of the machine. To the contrary, the ad clearly suggests that is effective from the date of purchase of the plan. If they intended it to run from the date of purchase of the machine they could have easily made that clear. Instead that chose to mislead customers. It's really sad that this company operates like this. I've purchased multiple *********** machines and service plans from UTS in the past. Needless to say I won't be purchasing from them (or ***********) again in the future.

  Business Response

  Date: 06/02/2023

  Thank you for reaching out to UTS, after review of the purchase and service file we will honor the terms of the contract through the expiration date of 8/18/2023.  An agent will reach out to assist with the next steps to assist with your units immediate needs.  Thanks

• Initial Complaint

  Date:05/30/2023

  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.

  I purchased a extended warranty for my treadmill last August or September for approx ******. This was suppose to extend my warranty to October 2023. I was called on the phone by nordictrack last week and they said my warranty will end at the end of may.they said that the employee shouldn't have sold me this warranty as my machine is now older than ten years.they also told me they should not have sold me the previous 3 year warranty either. So who is paying for their employees mistake? Me. ***

  Business Response

  Date: 05/31/2023

  Dear member, thank you for reaching out to UTS.  We have reviewed your account and found that the service agreement you renewed with UTS is a continuation of the original agreement purchased for product NTL19010 on 5/26/2013.  The date of purchase (5/26/2013) will forever be the day and month the contract will expire and the year of expiration will be based on how many years have been renewed.  Thus purchasing a renewal in September would still continue the dates of the original purchase date which is why the *** indicated that service plan would expire in May, not a year from the date of the renewal.  However, we do apologize for any inconvenience and per your request we have canceled the service agreement and a full refund will be returned to the card used for purchase in the amount of $247.46.  There will be no further coverage on NTL19010 and no further option to purchase coverage on this unit due to the cancellation request.  Thank you.

• Initial Complaint

  Date:04/04/2023

  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.

  In December 2019 we purchased a NordicTrack T 6.5 Si through Amazon along with a warranty. Before the warranty was set to expire in December of 2022, we sought to exercise our right to get the machine fixed because it needed maintenance and because the belt was making a strange noise when on incline. The parts took forever to come in, and we waited more than a month to receive them before we could schedule the repair. In the meantime, we paid to extend our warranty.
  
  When the parts finally arrived, the console (ie computer screen tablet) on the machine abruptly stopped working while the Avanlaunch Tech was here at our home installing the other new parts in late Jan 2023. We tried to re-set it with a paper clip and that did not work. He determined we needed a new console and told us to have a new part ordered. He said we had to do it ourselves.
  
  We struggled to get a hold of anyone for days. I called the ifit/NordicTrack call center and waited on hold for hours and no one ever answered. The same thing happened when I tried online. By the time I finally managed to reach a live person days later, it was Feb 2. We managed to order the new console (see description below for complete order # and details).
  
  Today is April 4, 2023. The order is still IN PROGRESS... The part has not even shipped. We have now been effectively without a working treadmill since December of 2022, with no end in sight. We paid for a warranty and paid to extend it.
  I have tried to reach out to NordicTrack about the delays and no one will respond to me.
  
  This is unacceptable. We demand they ship the part now or replace our machine. They must abide by the warranty.
  
  Order Number: ********** Model Number: NTL17919
  Part Number Part Description Qty Sale Price Total Price
  440876 CONSOLE (ARGON) 1.0 $ 0.00 $ 0.00
  Sub Total: $ 0.00
  Tax: $ 0.00
  Ship Method: UPS Ground Ship Cost: $ 0.00
  Payment Method: Warranty Grand Total: $ 0.00
  If you have any further questions or concerns please contact us.

  Business Response

  Date: 04/18/2023

  Thank you for reaching out to UTS, we have some good news to report.  When evaluating your complaint today we looked up your part order and it was packaged and put on a truck for shipment yesterday.  Here is your tracking number for the part ******************, the estimated delivery date if Friday, April 21.  Please if you have additional questions don't hesitate to reach out to our team at ###-###-####.  Thanks.

• Initial Complaint

  Date:03/27/2023

  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.

  Dates of Transaction: Initial Date 1/3/23, Subsequent Dates – 1/5/23, 1/6/23, 1/9/23, 2/3/23, 2/8/23, 3/1/23, 3/24/23
  Amount of Money: $189 initial Service Cost, Extended Service Plan Costs $179.20
  Business Committed to Provide: Business Committed to Send Parts and Contact Service Technician to Fix Treadmill. Parts and Service are Covered under extended warranty and service agreement.
  Nature of the Dispute: Since initial request, parts are always being ordered with a minimum 5 business day turn around, with no option for expediting. After calling and waiting for 2+ hours to speak with individuals each time a call is made, we as a customer are routed to every department possible with no resolution. Upon finally getting the appropriate person, we get a technician to come out who after a 2 week period to wait for availability, tells us more parts are needed in order to make the treadmill work (3X occurred). No updates are ever provided unless we call to follow up. There is no follow up performed by iFit/Proform. The most recent occurrence was when the parts arrived we scheduled our technician to come repair the treadmill with an appointment scheduled for 3/24/23 at 10:00 AM. At 10:15 AM, we called the service tech as no one arrived to perform the repairs. The service tech then informed us that IFit/Proform called them to cancel the appointment as it was not covered. They never told us. This initial cost resulted in no work being performed due to requiring replacement parts. We were then told “well that shouldn’t have happened and you now need to go out of warranty. Once repaired it will be back in Warranty and then covered.” Under duress we agreed and was then transferred again to another department. We were assured by Linda A******* that she would bring the department up to date. 20 minutes later, we got transferred through and was asked to repeat the entire process again. The out of warranty department even agreed with us that our item should be covered.

  Business Response

  Date: 04/06/2023

  Based on pictures supplied by the technician the product has been identified as located in a garage, the location of a garage voids the manufacturer's warranty for parts and service.  Therefore, if the unit is in a garage and the manufacturer voids the original manufacturer warranty by default the Extended warranty that would currently cover labor to repair the unit will also be void.  The unit must be moved inside the home permanently and pictures supplied to UTS of the unit in the home by email ***************.  At that point we will authorize service and complete service on the unit, this process may be completed via email correspondence once verification of the unit inside the home is provided.  Failure to comply will result in service being denied due to no compliance as outlined in the owners manual of the specified product.  Thank you.

  Customer Answer

  Date: 04/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  Please see the attached correspondence. Both emails say Nothing about a garage restriction. And when clicking terms and conditions, it just brings you to the main page (picture 3). Nowhere to clearly find any terms and conditions. 
  

  Unless you are trying to deliberately conceal the terms and conditions, one would not be able to make the assumption  Garage should void. 
  

  Knowing we can’t work with you- we would like a full refund and a cancelled warranty. 

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

  Business Response

  Date: 04/12/2023

  Thank you for reaching out once again to UTS, we will refer you to the owners manual of your product where it is explicitly stated under Important Precautions on page 3.  "6. Keep the treadmill indoors, away from moisture and dust. Do not put the treadmill in a
  garage or covered patio, or near water."  The manufacturer ProForm voids all manufacturer warranty coverage for all parts and services if the unit is stored or used in a garage.  As such within the terms and conditions of the Service Plan under Section 3 Letter G it states: "...FAILURE TO FOLLOW THE MANUFACTURER'S INSTRUCTIONS, AND EXTERNAL CAUSES INCLUDING THIRD PARTY ACTIONS, FIRE, THEFT, INSECTS, ANIMALS, EXPOSURE TO WEATHER CONDITIONS, EXTREME TEMPERATURES, WINDSTORM, SAND, DIRT, HAIL, EARTHQUAKE, FLOOD, WATER, ACTS OF GOD OR CONSEQUENTIAL LOSS OF ANY NATURE;".  As previously indicated UTS is willing to work with you and not notify the manufacturer of the current location of the unit and continue with parts and services needed to bring your unit to manufacturer specifications should you comply to permanently move the unit inside the home.  Failure to do so will result in notification to the manufacturer of the location of the unit, voiding all frame, motor, parts, and labor warranties and resulting in an immediate voidance of the UTS Service Plan as a result.  We strongly encourage our members to comply to avoid losing all coverage opportunities currently available.  Once you have moved the unit into the home please supply UTS with pictures or video, notes will be added to the work order we set up in the future for the technician to only service the unit if the unit is located in the home and not the garage.  We hope that we will be able to continue our services for in-home service.  Thanks.

• Initial Complaint

  Date:03/17/2023

  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.

  We were very attracted to the idea of regular maintenance at a discounted rate for the first three years, on such a big purchase. Around the one year **** we called to schedule that visit from a technician. We were told they would get back to us. Out of the blue 6 months later we get a phone call: the technician is sorry but has been SO BUSY. Understandable: so many people ordered new treadmills in COVID and there are so few of him doing this job. His voicemail that we immediately return is so urgent: "call me back in the next three days or I will **** your request as complete". We get that scheduled. He comes to our house, trims the belt and ordered a replacement belt because there is a rip that could continue to get bigger. The trim will help but once the new belt is in he will come replace it. We don't hear anything back. We get busy with life and suddenly realize it has been another 9 months! It is time to schedule a maintenance check anyway so I submit a help ticket on the iFit website. I don't hear anything for a month. I reply to that email after three weeks and don't get anything back. I get on iFit's help support and get pushed around to different chat staff. They are sorry we didn't get our belt. I have been on the chat for 45 minutes with no resolution. Our plan runs out next month so there is this ticking clock to get this resolved before it runs out. Quite frustrated! I would like our plan extended based on them not returning our messages, emails, or phone calls, a new belt ordered, and a maintenance call schedule 2x (now and next year).

  Business Response

  Date: 03/28/2023

  Thank you for reaching out to UTS, we have reviewed the record and your account of the claim history.  The belt that has been requested by the technician was identified as a recommendation for replacement but was not identified as defective or rendering the unit useless.  The product once the technician trimmed the belt is still usable and replacement of the belt is at the discretion of UTS.  *********** agreement does only replace parts and dispatch service if the unit experiences a failure as well as one annual maintenance check upon request.  *********** agreement will be fulfilled once the agreement expires, the terms and conditions of the agreement do not support extending the terms of the agreement.  UTS will honor the final preventative maintenance service and will at this time install a replacement belt.  There is an option to purchase an extension of the original contract, though if the coverage is not renewed and does lapse the contract in question will be fulfilled on the expiration date of the agreement.  If you have further questions feel free to reach out to our parts and service team at ************.  Thank you.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19615252
  
  I am rejecting this response because: I was told by the technician that a new belt was on it's way and that he would return to replace it. This is different than the statement just provided. It has taken over a month to hear back at every step of this process, so it is not possible to get in an annual maintenance check each year as we are still waiting for follow up from the last one, or waiting to schedule a new one. The service has been severely lacking and not responsive. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/29/2023

  The technician who performs the service is third party vendor and may make recommendations, though it is at UTS discretion as indicated in the service agreement whether or not a part qualifies for replacement.  The parts must be defective rendering the unit useless or causing further damage to the unit, in this case the unit has been and would continue to be usable.  UTS is willing and has already ordered the walking belt for replacement on this final preventative maintenance and belt replacement service. Once the current service requests have been fulfilled the service agreement will only cover claims rendering the unit defective prior to the expiration date of the contract.  If you choose to renew the service agreement the renewal contract only covers the unit for parts and service and no longer covers annual maintenance checks.  *********** contract does outline that down time is not an option under this agreement. If you have further questions please feel free to reach out to our team at ************.  Thank you for choosing UTS.

   

  Customer Answer

  Date: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I have no option but to accept it. I am still not satisfied by the poor customer service and lack of response time/having to reach back out for follow up myself instead of responses from the company within a month of my inquiry.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2023

  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 first contacted the company in September 2022 for an issue I had with the bike not turning on. Someone finally came out to the house in October and the bike was able to turn on. Upon turning on the bike was having issues with resistance was able to increase in resistance was not able to lower in resistance. The technician came that came to the house said that another piece needed to be ordered and I would need to follow up with the company. A few days go by and I started reaching out to the company and they would not answer and so I sent emails, they finally answered after the emails. They then ordered the piece and it arrived to the house. I scheduled with another technician to come to the house and when he was supposed to come to the house, he never showed up. A day went by before I heard anything from him. He finally showed up to the house where he told me that the wrong pieces had been ordered for the bike and that there was nothing that he could do. He then said that he would order the pieces and that they should arrive in the next week. Same thing happened and I never heard anything about the pieces so I had to follow up with the company who then told me that the pieces were never ordered once I was able to get them on the phone. New pieces finally arrived and then it came time to schedule the technician and again no one was answering calls or returning my voicemails or emails. Weeks went by before I was able to get in touch with someone. He finally came back out to the house and said that he had replaced everything and that the bike was still not working properly. He then said that they would need to order more pieces which he said he would do and again he did not. I had to call the company several times over a few weeks to get someone to answer the calls. Finally again they said that the pieces were not ordered and they would need to order them. This has been an on going issue since this all began in September.

  Business Response

  Date: 03/15/2023

  Thank you for reaching out to UTS, please reference your service agreement terms and conditions.  This service agreement does state that it will repair the unit and it does specifically address your situation under the What Is Not Covered section as listed below.  UTS has fulfilled the agreement to provide a working product and confirmation that the product meets manufacturer specifications via the authorized service technician.  The service agreement is not expired for labor, any further claims that you wish to file under verified failure will cover only parts until 4/5/2024.  If you have any further questions concerning the parts portion of the agreement please reach out to our team here at UTS.

   

  Thank you,

   

  WHAT IS NOT COVERED:

   

  INCIDENTAL, CONSEQUENTIAL OR SECONDARY DAMAGES OR DELAY IN RENDERING SERVICE UNDER THIS AGREEMENT, OR LOSS OF USE OR TIME DURING THE PERIOD THAT THE COVERED PRODUCT IS AT AN AUTHORIZED SERVICE CENTER OR OTHERWISE AWAITING PARTS;

• Initial Complaint

  Date:03/07/2023

  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.

  January 19, 2021 ***************** warranty for pro form treadmill for 4 years in house all parts or product will be replaced Problem called for service determined it needed a part January 17, 2022 - waiting almost 2 months part on back order Cannot get a person on the phone with Universal Technical Services at ************ which is the company the warranty sends you to for repairs and all Im told is that its on back order. Called several different dates I.e. 1/20/23, 2/3/23 and 3/6/23. Each time was told part is on back order 2-3 MORE weeks. After that, I have to try to get through to a service technician to set up appointment to come and fix it. Are you kidding me? Im looking at May if Im lucky.I would never buy a pro-form treadmill or their service contract with these people and would recommend no one else does either. It seems to me that all they do is sell stuff but they have not kept up their part of the warranty as of yet

  Business Response

  Date: 03/07/2023

  Thank you for reaching out to UTS regarding your extended service plan.  We do see that a part order has been submitted with the manufacturer ProForm to replace a console for a known error, due to the error these parts are on backorder with the manufacturer and UTS allows for the manufacturer to supply the console within 90 days of the date the part was ordered.  If the part is not received within 90 days UTS will discuss further options at that time.  If your complaint is with the software or the quality of the product we would advise that you reach out directly to the manufacturer ProForm.  If the parts does not arrive within 90 days we will be more than happy to discuss options at that time.  Thank you.

  Customer Answer

  Date: 03/12/2023

   
  Complaint: 19547996
  
  I am rejecting this response because:It has been taking way too long for repair. I am not confident it will be repaired in a timely matter.  Ever time I call them they say an additional 3 weeks.  Warranty specifically states if treadmill cannot be repaired it will be replaced.  I have been waiting since mid January for this part and do not feel it will be done soon.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/24/2023

  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.

  This involves a Proform treadmill that I purchased form ****** and have since purchased an extended warranty. Over the time since purchasing warranty have gotten emails offering to service the treadmill to keep it in top shape and have done so...these solicitations come by emails. September of 2022 got solicitation from ************************** customer care. Placed order...$208.70 charged to my credit card on 9/12/2022. On 9/14 got email acknowledging order and lube for treadmill was on its way.11/5/2022 rep comes to my house to perform service on treadmill...stays about 2 minutes and advises me and my wife that there is a need for a part and he has already placed order....he'll be back when part received. Knowing that 2 major holidays (Thanksgiving and Christmas) did not follow up until 12/31 by sending customer inquiry to two different email addresses Iconfitness.com and support.proform.com.. Did second follow up 1/7/2023 just to make sure....got acknowledgement with assigned case number for each email...21524581; ********. It is now 2/24/2023 and I have heard nothing.

  Business Response

  Date: 03/07/2023

  Dear member, our apologies that we have not met expectations and that service has not been completed to restore your unit.  We will have a representative reach out to ensure the parts are ordered, service is requested, and that you have the instruction necessary to understand our next steps.  Thank you.

• Initial Complaint

  Date:02/01/2023

  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 was sold a 4 year extended warranty for a Nordic Track treadmill. I currently need a service on my treadmill and UTS is not willing to honor the warranty that was sold to me. According to the representative *****, the warranty should not have been sold to me. I need my treadmill serviced. Please help resolve this issue. Know one at Nordic Track nor UTS is willing to help with this issue. Warranty # NT6878876

  Business Response

  Date: 02/01/2023

  This member has been advised that the service plan sold by NordicTrack did not qualify for the product he wishes to be serviced.  Upon review at the time the service request was initially requested our system alerted that the contract purchase date and eligibility date had lapsed indicating that the contract was not valid.  Due to the indication that the product did not qualify the member was provided with a full refund free of penalty for the purchased contract.  There is no claim availability to be filed against the contract due to ineligibility and no active manufacturer labor warranty at the time of purchase.  Therefore, this claim is closed and there is no active agreement in place with UTS. Thank you.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18963867
  
  I am rejecting this response because:

  The problem is, I was sold an extended warranty that you nor ******* Track wishes to honor.  Whether it was sold to me mistakenly by your company or not.  The contract should still be honored.  According to ******* Track, UTS is responsible.  I did not want a refund, I want my machine fixed.   There should at the very least be a courtesy service.  This has been unbelievably frustrating as a consumer.  You were willing to keep my money had I not filed for a service.   Since 2020, I was under the impression that my product was covered by the extended warranty.  Now that I need a service done, you are telling me that the warranty I had purchased is not valid.  This is an extremely unethical business practice and all customers should be aware of this. 

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