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Business Profile

Exercise Machines

The Treadmill Factory

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

This profile includes complaints for The Treadmill Factory's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Treadmill Factory has 3 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 4 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:17/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Ordered a ****** treadmill which was defective. ***/****** equipment attempted multiple times to fix it but we were unable to, this spanned over 6 months. I requested a refund, only at that point did they suggest replacing the entire unit which I am not interested in ** **** ****** ******* ** ********* ***** *** ********* Both ****** correspondent ***** **** and treadmill factory-Marwan F****** refuse to even respond and give an answer to my refund request.

    • Initial Complaint

      Date:04/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ********** **** from them in Sept 2023 When the pedal crank striped and I contacted ********** for warranty in January 2023 they told me that Fitness Factory or Treadmill Factory were not authorized sellers and the equipment had no warranty. I'm now out the cost of repairs. Trying to contact anyone there is impossible.

    • Initial Complaint

      Date:07/07/2023

      Type:Delivery 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 ordered a Spin Bike from the Treadmill Factory on May 22, 2023. The website said it was free shipping. A few days later, then contacted me and said that I would need to pay a additional $178.28 for additional shipping costs. I was not happy, but what else could I do. About a week later, the bike arrived at my house. Immediately upon opening the box, broken pieces fell out of the box (** ******** ********) and the bike was not functional. I contacted Treadmill Factory and they told me they could do nothing about it. I contacted the Manufacturer and they said they would ship me the parts but 6 weeks later, I still have not received them. I have a 300 pound paperweight in my home that does not work, and I have no idea if or when it will. All I want is my money back and to return this useless and defective product. This is unacceptable for a retailer to refuse to stand behind its product.

      Business Response

      Date: 21/07/2023

      We stand behind our products and offer full manufacturer warranties on them. For any issues with the product you have received, please create a ticket with **** ******* CANADA and the matter will be resolved.

      we appreciate your support 

    • Initial Complaint

      Date:22/02/2023

      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.
      Bought an ******* Bike on ******, through through the treadmill factory. Found it had a knocking almost immediately. Filed all necessary warranty info, ******* wouldn't cover because we are in Canada. Treadmil factory is who we have go deal with. We have been back and forth about this issue for over 2 years, simce Jan 31st 2021 to be exact. Paid close to 2 grand for this thing you would want it to work. Treadmill got me to have a te hnician check it out as I live 3 hrs from Edmonton. My service tech emailed the parts he needed. We had an update 9n October 4th that parts will be delayed for 8 weeks. I have emailed twice since and no response. I wish to escalate this higher but no clue how.

      Business Response

      Date: 12/03/2023

      The customer had been spoken to prior to filing a complaint with BBB and offered a solution to fix the machine. They agreed to have the machine fixed. 

    • Initial Complaint

      Date:06/07/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Date of Purchase: January 30th 2022 Date of Delivery: February 14th 2022 Product: Horizon 7.8AT Treadmill Details: We had problems with platform making loud sounds within the 1st 2weeks of having to use the machine. It is only me and my wife using this machine 25-30min 3times per week. We our busy lifestyle, we thought it may be the machine settling in but it became worst over the weeks pass by. In Last week of March we started speaking with the store and search if a technician could come onsite to see/repair the machine. We had our 1st tech visit on April 14th. He came to reviewed the problem and did some adjustment and left. As in evening I tried to the use the machine, it had the same problem. I called for service technician to be sent back. Then the tech came in 3-4days after that. Please remember the machine is still not even 60days old and it doesn't work to be safe enough to walk/run on. I had sent videos to the service team from time over time about the issue. The technician since above event has done over 3-4 attempts( June 15 or 16th being the last visit) in replacing multiple parts but the problem of noise still keeps coming back. Upon us reporting this inconsistancy of product quality, even with spare parts, unable to use the machine at all - we ******************************************** asked the manufacturer to process refund ************************************************************************************************************************************************************************* as a resolution - they proposed to replace the machine but they have no timeline when they will provide a replacement machine as there is no stock but they will not process refund. Our concern here is - we have lost time, energy and motivation to use this machine and its manufacturer. As a resolution - we seek an immediate refund to all our hard earned money so we can make our own decision going forward from here.

      Business Response

      Date: 10/08/2022

      Consumer Response /* (2000, 14, 2022/08/04) */ Treadmill factory replaced the machine with another brand for us. For now this is resolved. We really appreciate your help here.

    The Treadmill Factory is NOT a BBB Accredited Business.

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