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Business Profile

Exercise Machines

Trueform Running

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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:09/19/2024

    Type:Delivery 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.
    On April 12, 2024 we placed an order for a *_Battery, Gen 1-2 Kit w/Charger 6V for our **** **** ******. We were told on May 1st the item would be sent in a week. May 20th we were told there were parts on back order and they would know more in a few days, but that was the last communication we had from this company. We have continued to contact the company on June 6th, August 29th, and again today on September 18th. We have an email trail and have made do*ens of phone calls to the business trying to get resolution however there is no option to speak to a person, only to leave a message, which is never returned. While we are in need of the product we purchased and want resolution, the poor customer service is unacceptable. Please help us seek resolution.

    Customer Answer

    Date: 09/19/2024

    Hello.  I was able to reach a live person thru several attempts at the chat feature. The person shared the same issue about expecting resoultion on the parts shortage in a couple of weeks.  Then told me there was  a work around and I could get the part from **** ***** for about $30.  He even sent me a link and a how to video.   So frustrating that there was a cheaper and faster option and this company didnt bother sharing it....they have ghosted us for weeks.  Supposedly he cancelled the order.  

  • Initial Complaint

    Date:04/08/2024

    Type:Delivery 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.
    On Jan 6 2024, I purchased a treadmill from this company for $3751.61. The delivery time was marked clearly on the website as 6 weeks. 6 weeks went by and no note of the treadmill or any delays were provided. I inquired and I was told the treadmill was delayed. I asked there to be an update of any future delays. The seller suggested a percentage refund for the inconvenience. I messaged the seller back at the time I was supposed to receive the treadmill (per our last conversation). I had received no news of any delays so I assumed it was on its way. The seller tells me again that the treadmill has been delayed. I ask, once more, to update me of any delays if this happens again. The seller offers another minor refund for the inconvenience. Finally, no news of the treadmill during the time it was expected to arrive per my previous conversation with seller. Seller once more says the treadmill was delayed. I would, again, have received no knowledge of the delay unless I hadn't reached out. This is an expensive treadmill on the market for our home use purposes. Seller has been negligent to provide updates, has provided false estimates, and has made minimal effort to alleviate the problem. I would like either fair resolution for waiting over 3 months for this treadmill or some sort of disciplinary action taken against this company for bad business procedures.

  • Initial Complaint

    Date:03/26/2024

    Type:Delivery 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 placed an order an order for the TrueForm Trainer and Lever System combo on 2/19. I was told by Zack N**** that they had them in stock and would be shipped out by 2/23. I was not given an update and that date passed. I called a couple of times with no response to my voicemails. I finally got ahold of Zack around 3/11. I was told again by Zack that the machine will be sent out by the end of the week. That time passed with no reach out. I finally got an email by Zack after several attempts to contact him saying that there was another delay and it won’t be shipped until 3/25. Today is 3/26 and I have tried several times again to get ahold of anyone that works there to see if this is even legit. Save a major headache and do not buy direct from this company.

    Customer Answer

    Date: 04/06/2024

    I was contacted by the business on 3/26 and was told that my treadmill would be sent out midweek of the next week, which would be around April 3rd. He also offered me white glove service. The only thing I received was a lever system, which was not the treadmill. They are again not answering my phone calls are emails. 

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