ComplaintsforPrecor Inc
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Complaint Details
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Initial Complaint
01/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My elliptical machine has a lifetime parts warranty, and I have the original paperwork and receipt. The track wheels are disintegrating, so I've been trying to get warranty service from Precor. No one answered their phones nor did they return my voicemail. I used their online form to ask for help, but never heard back. I had to pay for the parts from a vendor and emailed Precor my receipt asking for a reimbursement and explaining my case. Never heard back. They are acting like a deadbeat company. I'm asking that my cost for the parts be reimbursed because they have not acknowledged my request for warranty help via the normal channels.Business response
01/30/2023
Hello ****,
The parts warranty as specified in the warranty statement for this unit is ten years. Based on the serial number you provided this warranty expired in 2014. If you have a document from Precor that says there is a lifetime parts warranty, please forward so we may review.
Thank you,Customer response
01/31/2023
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.
Sincerely,
*****************Initial Complaint
10/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been working with Precor to get treadmill replacement into my house. The new machine was delivered by one of their 3rd party vendors on 9/2/2022. When the machine arrived the installers agreed there was a problem with the treadmill specifically the running belt. I called precor the same day and they stated this happens if the machine has been sitting around in a warehouse for long time. In a quick ****** search of the serial number I learned the machine was manufactured in March 2021. Additionally there was damage to the machine. Precor sent out a technician out to see what could be done and he also agreed the belt was warped because of sitting in the warehouse too long. After multiple call backs and sending pictures about 45 days later on 10/18/22 they brought a new machine to me. Before the installers left I again noticed a similar problem with the belt and in looking at the serial number it was manufactured in May 2021. When calling the precor service team I had to beg to have another technician to come out to very the safety of the unit and see how to get it fixed. I was told that again just like the previous machine the belt might just work itself out after awhile and to give it time, This is unacceptable that clearly this company is aware that they are installing devices that have defects on them based on how long ago they were produced and manufactured verse installed into a consumers house. This is clear in talking to management, employees and 3rd party technicians know this problem exists but units are still being installed daily into consumers homes. They just try to repair the new unit which means it is a refurbished unit and not actually new anymore. They should be installing brand new produced units that do not have this problem and this is what I want to have.Business response
10/31/2022
This is in the process of being resolved. I spoke to the customer on 10/28 so I'm not sure why he keeps filing a complaint. He is receiving a full refund.Customer response
10/31/2022
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 note that this complaint was open prior to them resolving the issue.
Sincerely,
***************************Initial Complaint
08/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I purchased a TRM631 treadmill for home/residential use in February 2022. Since it was delivered, it has had multiple problems, including loose magnets, a broken roller, and now most recently, a faulty belt which nearly caused a user to be thrown off the machine. Multiple visits to my home have been made for repair, and the machine has been unusable for a significant period of time in the six months since I have owned it. I contacted Precor service department directly to ask for assistance. In the course of conversation I was informed that this model should never have been installed in my home since I do not have the appropriate electrical outlet. During the diagnostic call the technician discovered 10 electrical errors. *Prior to purchase* I verified with both Precor and the local sales company, and both sides assured me that an adapter on my current outlet would be fine, which the local company provided. However, the Precor technician was very clear that this was not the appropriate machine for our situation. He advised to go back to the local sales company and mention the possibility of an *** and to ask them to switch out for an appropriate home machine with refund of the difference in cost. The local company is unwilling to waive the significant fees and shipping costs, and now Precor is backtracking on the *** and saying there is nothing wrong with the treadmill aside from the electrical issue, which is not sufficient for them to buy back the machine, even though they deceived us prior to purchase. I would like my current machine removed, an appropriate exchange made, and waiving of the delivery and installation charges for the new one.Business response
08/22/2022
To whom it may concern,
We have been working with ************************ to resolve this issue between him and the dealer that sold the equipment. As of this email we have taken care of the situation and believe that ************************ is satisfied with the resolution.Customer response
09/01/2022
To Whom it ************* The issue isnt not resolved I am sorry for the delay I thought it was getting wrapped up over 1.5 weeks ago and still working with Precor to get complete resolution to this issue.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.