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Business Profile

Exercise Machines

Universal Technical Services

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

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

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    Customer Complaints Summary

    • 94 total complaints in the last 3 years.
    • 38 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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,

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

    • Initial Complaint

      Date:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 treadmill (model NTL11219) from Nordictrack in early 2020. I also purchased an extended warranty at that time (agreement plan number is ********). Around three weeks ago, the screen on the treadmill went black and the entire machine stopped working, and I haven't been able to restart it since. I emailed iFit support on July 9 and they told me to email ************************ I've sent three emails since to that address with no response. I also emailed ******************************* to see if I had better luck there. No response. I also sent a service request through my account on their website, which has my treadmill and the warranty registered. No response. I just want someone to fix my treadmill, per the conditions of my warranty. And I don't want to be told to call some number and sit around waiting for hours. This is the last recourse I can think of before getting someone else to do the repairs and then sending Nordictrack the **** and also demanding a refund to my warranty, so I figured it would be worth a shot before going down that route.

      Business Response

      Date: 08/12/2022

      I have a claim file for this member that was opened on 8/8/2022 for a reported console issue.  UTS has ordered parts and requested a technician once the parts arrive.  The parts according to the tracking link show they should arrive today 8/12/2022 by the end of business for the shipping company.  This has been communicated via email back to the member as recently as today.  If there are further concerns please let us know what specifically we can do to assist, though the process established to repair the unit is in motion and the technician should be reaching out to schedule a service appointment once the parts have a confirmed delivery.  Thank you.

    • Initial Complaint

      Date:07/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 been waiting three weeks to replace a broke drive belt on my treadmill (NordicTrack x32 Commercial). That part breaks 2 time in a row with interval of less than a month. I finally received the part almost a week ago and was trying to contact a technician performed repairs the last time and I was promised that someone would contact me soon, but nobody did. This is the 3rd time my treadmill breaks this year (and I believe it has frame damage as it shouldn't break that often, I also hear knock sound when I run and I mentioned it the last time to technician), every time total waiting time for repair is more than a month and every time it is pain to get someone to come and repair it. Every time it is a lot of messages and phone calls and promises, I feel myself like I need to beg UTS to come and to do their job although I purchased a service plan with them... The worst customer service ever, no responsibility at all, no follow up, seems like they just don't care. I was able to use my treadmill 2-3 months maximum this year due to very long part shipping and long time to wait for UTS repairs.I want someone to come and fix it! Also, I want that person to perform an expertise to understand why the treadmill is so unreliable and continue failing after very short periods of time

      Business Response

      Date: 08/03/2022

      Thank you for reaching out to Universal Technical Services, we are pleased to provide a response and add some additional clarity to the Service Agreement purchased.  To begin, the Service Agreement went into effect for Labor Coverage on 5/12/2022, the Parts Coverage is still provided under the manufacturer warranty and will not take effect under the Service Agreement until 2/12/2023.  The first claim filed for Labor under the Service agreement was 5/16/2022, it is uncommon for a belt to break during the ownership of the product much less multiples.  If the issue continues to occur the member will be referred to the manufacturer to discuss the reported issues.  However, where the coverage just took effect with UTS in May 2022 we have requested a service technician when the manufacturer has requested parts and the technician has been out to the home as outlined in the Terms and Conditions of the agreement.  We will continue to work with the manufacturer when parts arrive and the technician to ensure that the unit is serviced and repaired to manufacturer specifications.  If you have concerns regarding the length of time for shipping of parts or the functionality of the product please reach out to the manufacturer member care team.  Thank you.

      Customer Answer

      Date: 08/03/2022

       
      Complaint: 17645131

      I am rejecting this response because:

      May 2022 was the first time the belt broke. The last time it broke was July 6 2022 and I received the part on July 26. And I contacted support twice on July 28 and August 1st,both times I was told that local contractor would contact me within *************************** yet.

      Also, what is the purpose of this "extended warranty" plan if I have to coordinate between manufacturer and UTS myself? I bought this plan on the NordicTrack web site and it was advertised as "extended warranty" which in my opinion assumes that for me as a customer the claim process shouldn't be changed. so please explain me who should be responsible for repairs from end-to-end? Who should order parts and then schedule repair itself after it arrives? Correct me if I am wrong, but UTS might not be responsible to pay for parts, but in my opinion (and I believe what I paid for) it is responsible for repair including coordination (and placing an order) with manufacturer for parts. So I want my treadmill to be repaired! 

      Sincerely,

      Dmitrii Kaluzhin

      Business Response

      Date: 08/10/2022

      UTS has worked with the technician to ensure that an appointment is scheduled in order to repair the unit.  The technician has confirmed a service appointment for August 15, 2022.  Once the technician has been out to the home and the unit has been serviced the claim will be closed.  Thank you.

    • Initial Complaint

      Date:07/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought an extended service warranty for my Proform treadmill and paid good money for it. When I email or call in for service the response time is weeks. I use my treadmill daily therefore the warranty was purchased. Now my treadmill just stops mid run and Ive sent them what theyve asked and its been almost a month, nothing is resolved and service hasnt been sent to my house to address my concern. Awful service!

      Business Response

      Date: 07/18/2022

      Thank you for reaching out to UTS, we are happy to assist and ensure that your product is restored to working order.  However, based on our systems this most recent claim filed on 7/18/2022 we have not record of email or phone communication within the last 30 days.  Your coverage for parts on your product is still under the original manufacturer warranty and I believe that all of your inquiries would be sent to ProForm directly.  UTS only received the parts order from ProForm today on 7/18/2022 and we proceeded with service claim.  Once the parts that have been ordered are delivered to the home the service technician will schedule a time to come and service the unit.  Please provide UTS with the communication you have sent via email or calls placed during the last ************************************************************************************************************************************** your future.  Thank you.

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