Gym Experts on BBB 05/03/2018

IF you or anyone you know became victim of Fitness Equipment FRAUD and want to share your experience, please e-mail us ASAP: 
jmfitnessstore@gmail.com

Complaint Type: Guarantee/Warranty Issues

Status: Unanswered 

05/03/2018

Requested cancellation/refund before product shipped. Product delivered to wrong address and not working. No response from company to fix it. December 19 - Placed the order for the treadmill. Order confirmation email received. January 16 - Would have been the end of the 2-4 week "lead" time, but order was not shipped January 22 - First call to company @ 9:33 a.m. Was told I'd get a call back within 24 hours and that they'd let them know my call was urgent. January 23 - Called @11:04 a.m. (on hold, disconnected), 11:011 a.m., 1:22 p.m., Was told that they didn't know where ************ were, but they'd call back as soon as they returned, asked why I had not been called back within the 24-hour time period I was quoted. I was told that was an estimate. When I asked if it were possible that ************ would never call me back, I was told "that is possible, yes." I was also told that ************ were the only people in the company with access to my account and who could address this issue. I asked for a refund, and was told that they'd have to make a note for Grant and Thomas to do that because no one but them could. I said if Grant or Thomas didn't call me back and straighten it out by the end of the day, I wanted a refund. Called back at 4:04 p.m. and said since they weren't available and hadn't called back, I wanted a refund. January 23 - Received an email with shipping information that said the treadmill will deliver by January 29. I responded and said *if* the treadmill arrived by the 29th, then the refund request could be canceled. *Shipping address is not included, despite what Grant alleges in his email.* January 23 - Email from Grant assuring me that his company was "not a scam," telling me that he'd already sent my husband an email and didn't receive a response from hm (his email wasn't a request for a response; it was a status update, but a vague one that only let us know that the treadmill had finished "shipping certification"), and gave me his personal number to call if I needed anything. January 29 - Treadmill did not deliver and no updated timeline expectations were given by either the shipping company or Gym Experts. February 5 - We receive a call saying the treadmill will deliver in 20-40 minutes. Over an hour later, we got a call from my FIL saying the treadmill had been dropped off in his driveway. Called Gym Experts and Grant's number multiple times. Each time it went to voicemail and no calls were returned: Called Grant: 10:11, 10:12, 11:27, 11:28, 11:29. Texted Grant: 11:30 Called Gym Experts: 10:09/10:10 a.m., 10:13 a.m., 10:20, 10:21, 10:58, 11:25, 11:26, 1:46, Emailed Grant letting him know we don't want the treadmill and that we him to take it back. No response on any call, voicemail, email, or text. Ever. Nothing was ever returned. February 10 - Movers transported treadmill to our house. Paid for this at our expense. February 18 - Emailed Grant letting him know once again that we have the treadmill, we don't want it, and that he can come get it because we don't have any faith in the company. February 18 - Grant replied to email reiterating that company was not at fault and treadmill could be returned but we must pay return shipping February 20 - Emailed Grant informing him that we tested treadmill and it was not working. Requested Gym Experts either 1) Fix the treadmill or 2) Collect treadmill at no cost to us. February 27 - Email from Grant stating "I will get this taken care of ASAP" March 6 - After no update from company or Grant, I sent Grant an email asking for help March 13 - Grant emailed stating repair technicians could come March 15 or March 16 March 14 - I sent Grant email confirming March 16 was good date and confirmed our address March 16 - Repair technicians never arrived. Called and emailed to request resolution. April 5 - After no response, emailed Grant to demand either 1) partial refund for the cost of the warranty or return of the treadmill at no cost to us

Desired Outcome

Either one of two actions: 1) Partial refund of $500 which was and still is the additional cost of model treadmill with warranty (see: *********************************************************************************************?*******************) and cancellation of warranty. or 2) Gym experts collects treadmill from our basement and ship back to Gym Experts at cost to Gym Experts

Review respectfully taken from BBB website