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:01/25/2023

  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 purchased a NordicTrack S22i Commercial Studio Cycle in November 2020, and in January 2021 signed up for an extended service plan. The unit has experienced chronic electronic and software issues ever since purchase that have gotten worse to the point where it is now non-functional. We have attempted to invoke our service contract, but even after acknowledging that it was valid, the company has refused to provide the required service technician to fix the issue. We have been placed on hold for in excess of an hour each time we call, only to be transferred to another unit who passes the buck back to the original person. iFit is refusing to honor the terms of their service contract and provide a technician or to even listen to the problem, and we can't even speak to someone about replacing the unit if necessary pursuant to the terms of our extended plan.

  Business Response

  Date: 02/10/2023

  Thank you for reaching out to UTS, the issue you are experiencing is associated to the iFIT software on the product which is being directly troubleshot and evaluated by iFIT specialists.  I have alerted a manager of this team of your complaint and have requested that a team member reach out to address your immediate needs.  Please allow 48 business hours for contact and we hope that we can meet your service needs soon.  For any additional questions please reach out to our email directly at **********************************.  Thank you.

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. A representative from iFit promptly called after I received this notice, and they agreed to ship ** a new computer console with upgraded memory capacity to be able to handle the software. We would like to keep this file open in the meantime, until we receive the new console and have the bike operating properly. Thank you.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/22/2023

  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.

  **************,It is with a great deal of frustration that I am writing you. I am ***********************************. I am a highly regarded and extremely busy psychologist. I value the importance of exercise to enable ,e to manage such a stressful and busy profession. To that end, ******* a Nordictrack elliptical trainer along with an extended warranty from UTS. A few weeks ago, her elliptical malfunctioned and she attempted to get in touch with UTS ***************** I have called 4 times in the past few weeks in between her sessions. i attempted set up a repair appointment online. After being on hold for nearly one hour i was unable to reach anyone. i had to return to her practices. When i tried again later that day, she was informed that UTS had closed for the night and should call back. The next day, for the third time she called again and was on hold for 45 minutes until UTS closed. The fourth time i called she was on hold for just 10 minutes and then routed to someone who put her on hold for another 45 more minutes i had to hang up and see a patient. I am hoping that you can resolve my issue. Respectfully,Dr. ***** Login ********** *************************** ************

  Business Response

  Date: 01/23/2023

  Thank you for reaching out to UTS, we have reviewed the file and have indicated that the product registered as a Nordictrack Elliptical is no longer covered under a UTS service **************** *********** agreement expired 6/10/2022 and is no longer eligible for extended coverage due to the lapse in coverage and age of the product.  We have also indicated from records that you did reach UTS via telephone on January 17 and January 20 that you no longer qualify for service under the expired UTS agreement and were referred to NordicTrack customer care to pay for parts and ******************** necessary to repair your product.  The manufacturer may be reached at ************.  Thank you.

• Initial Complaint

  Date:01/06/2023

  Type:Delivery 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 for my treadmill and UTS is taking an unreasonable amount of time to send my parts. A controller was ordered Dec 8, 2022, and a console was ordered Dec 27, 2022; neither part has shipped, and the controller was ordered a month ago. I call UTS every week and they tell me the parts are in the warehouse but have just not shipped. How long does it reasonably take to send a customer parts and have the machine serviced? My machine has not been functional for nearly 2 months. Give me a credit for the machine and Ill order something new if you cant get parts.

  Business Response

  Date: 01/09/2023

  Thank you, for reaching out to UTS.  We appreciate the time you have taken to reach out regarding your parts orders.  We have confirmed that order ICS9557171 for the controller has shipped and is expected to deliver 1/11/2023.  The console is still on backorder from NordicTrack and we allow the manufacturer to provide the part and update shipping status for 60 days from the date of the parts order. You will receive an order confirmation email once the part does ship from the NordicTrack warehouse.  If you have further questions please reach out directly via email to **********************************.  Thank you.

  Customer Answer

  Date: 01/10/2023

   
  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. Please let me know when the console arrives and has shipped.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/09/2023

  I have an extended warranty on my treadmill and the console needs replaced. I originally called UTS and reported this Dec 27. I have continued to call every week about receiving the replacement part and get a different story every time. I was told the part would ship Feb 6 but that did not happen. I again called Feb 8th and the rep told me they have the part but no idea when it would actually ship. I dont understand why its taking so long to ship a part UTS has in stock. Please either ship the part or provide me a credit to order a new treadmill. My order number is ICS9568800.

   

  Desired Outcome: Please send the console or provide me a credit to order a new treadmill
  

  Business Response

  Date: 02/10/2023

  Thank you for reaching out to UTS regarding your recent part order, the manufacturer has determined that a new console is needed as a result of a recent API3 error indicating the software will no longer load on console.  The UTS service plan does not actually cover software associated issues though in this case we are trying to assist you by honoring parts and service to restore your product.  The manufacturer has a backorder of consoles and on orders where we do honor parts coverage we allow 90 days from the date of the order for the manufacturer to provide parts shipment before any action is taken.  In the event that this API3 error is not something covered under the UTS service plan we have 2 options: either you can continue to wait for the console to ship and be installed under the service agreement or you can contact the manufacturer directly to address the root complaint.  In your response we will just need to know which option you choose so that we can either continue the claims filed or cancel the claims under the UTS service contract.  Thank you.

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I will continue to wait for the console to ship and be installed under the service agreement.  Thank you 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/19/2022

  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.

  I purchased an extended service plan with United Technical Services on 21/1/2020. My agreement number is ********. Every time that I contact UTS for annual preventative service as per the plan, there is always difficulty with the UTS' call center. Several calls always have to be made on my part due to errors by the representatives. The current issue is that I contacted UTS on 11/5/22, to have them send to me a replacement treadmill belt. I was assured by operator Jennifer #23, that I would receive the belt in 7-10 days. I called UTS and spoke with operator Kestley #6, informing her that to date, I had not receive the belt. Kestley informed me that the belt was out of stock and it would be received on 12/12/22. Today is 12/19/22 after on hold for over 35 minutes, I was able to speak with Jennifer #23. I informed her of the timeline conversations and that I get no update from UTS ( I always have to contact them and am always placed on hold for a ridiculous amount of time), and still have no belt for my treadmill. Jennifer provided me with the excuse that the delay is that the item is "probably" held on port and there is no definitive time line when the belt could be expected by UTS to send out to me. I am completely disappointed and dissatisfied with the lack of customer service of United Technical Services. The communication form them to get me to purchase a service agreement was the total opposite of the lack of communication and customer service once they receive my payment.

  Business Response

  Date: 01/23/2024

  Thank you for reaching out to UTS.  *********** pertaining to the complaint was for a maintenance check where no issues were identified with the product other than a concern of wear on the belt.  As a precaution the agent ordered a belt although it had not failed and UTS agreed to install the belt at the same time as the maintenance check.  Had the belt order from the manufacturer been cancelled the service could have been completed at an earlier date but it was desired that the belt be replaced so services were delayed until the belt arrived due to no breakdowns reported.  The member to date has now utilized their final maintenance of the 4-year contract and is covered strictly for parts and labor for breakdowns.  Thank you.

• Initial Complaint

  Date:12/07/2022

  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.

  My pro form treadmill, has been broken for over 2 months. It has a power issue and I called the warranty company and they mailed parts to me and he technician came out and wasn't able to fix the problem. I never heard back from the company for weeks so I called the warranty company back and they kept telling me that someone would get in touch with me within 48 hrs. That never happened and I keep calling back and keep getting the same response, but the problem is not being fixed or addressed. I've emailed the technician company and never heard back. This is an ongoing problem and when I did my research. I see that I'm not the only one having this experience. The warranty dictates that if it cant be fixed then they should replace the product.

  Business Response

  Date: 12/09/2022

  Good morning ******************,

   

  We have reached out to the technician company assigned to your service, we have received a report back that you are scheduled for service on 12/14/2022.  Please let us know if there is any additional information or assistance needed at this time.

   

  Thank you,

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18538124
  
  I am rejecting this response because: They have told me this time and time again about getting a technician in which they've never came. The only way I'm going to accept this response is after the technician visits and is able to remedy the issue in timely fashion, in which I've already waited 2+ months for this issue to be solved.  If the is not solvable then I would expect a replacement machine, based on the warranty,.

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

• Initial Complaint

  Date:11/21/2022

  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.

  *** had the displeasure of having to work with UTS two times now for my Nordic Track Warranty. I have been trying to get a technician to come out for over 5 months via Email with Icon Fitness only to be told at the very end of the corrospondence that I had to contact the UTS team rather than iFit team. I have now tried calling the UTS team 5x times. Two times I was able to get into contact with the first customer service agent who pulls up my warranty, and says I must speak to Service and Parts to do walk-through troubleshooting over the phone, at which point they will order parts and send a technician. Twice now I have been on hold for TWO HOURS only to be hung up on without even a "hello". I am now on my third call and just sitting here on hold as I write this complaint. I cannot even USE my warranty because I cannot get into contact with anyone. This is absolutely ridiculous and if this is how it will be, then I want a refund on this garbage.Not sure how this company gets away with this absolute garbage service and Nordic track does nothing about it.

  Business Response

  Date: 11/22/2022

  Thank you for taking the time to speak with me yesterday so we can move forward to setting your claim.  
  
  
  I called you by phone today because you are requesting a refund via a BBB complaint.  Do you want your machine fixed or do you want a refund of your service contract?  Please let me know as soon as possible so we can move forward with your request. 
  
  
  We appreciate you providing additional details about your situation via a BBB complaint.  Your feedback is much appreciated!  We appreciate your continued patience as we move forward to settle your claim.  
  
  
  We are truly sorry to hear the wait times endured between our departments while bringing your machine to manufacturer's specifications.
  
  
  I understand this has not been a quick fix and understand this process has been frustrating when needing service.  I sincerely apologize for that.  I genuinely want you to enjoy your machine, and be confident with your purchase.
  
  
  Should you want to continue with part and service the technician should be contracting you to schedule service. 
  
  
  I'm sure that you will continue to love your product once you are able to have full use of it once again.  
  
  
  Please let me know if you're wanting a refund of your service contract or a technician to complete the repairs.

• Initial Complaint

  Date:10/10/2022

  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 **************** Plan (***)for a Nordic Trac Bike that I had to sell due to hip surgery. The *** purchsed was valid from 3/18/21 to 3/18/25. I requested a refund of the unused balance of the *** on 8/30/2021. I have been promised a refund for the past 2+ weeks but still no refund. They said a check was mailed but that's simply not true as never rec'd. They now say another check will be mailed soon. Refund should be i n the range of $90.

  Business Response

  Date: 10/14/2022

  We have confirmed that the original check that was mailed has been voided due to the report that the check was not received.  A new check has been printed and has been inserted into circulation with ***** please note that the refund check is from Universal Technical Services.  We are committed to ensuring that this process is completed and that you do receive the funds due back to you in accordance with the cancellation policy.  If you have not received your check within 10 business days please reach out via email to **********************************.  Thank you. 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18191580
  
  I am rejecting this response because:  It has been 44 days since I asked for the refund.  I ask that they send me a copy of the first check sent as from e-mail correspondence I can tell that no check was sent and I have e-mail to prove that. I enourage BBB to publish this as anyone purchasing these plans with their Nordic Track exercise machines should look elsewhere other than Nordic Track or any health equipment backed by this company. 
  
  Sincerely,
  
  *************************