Complaints

This profile includes complaints for Go Configure's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Go Configure

  55 W 39th St New York, NY 10018-3803

• 

  Go Configure

  3305 Airport Drive Pittsburg, KS 66762

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.

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 playset through ******* on March 10 for $1,600.00. Of that amount, $600 was for assembly of the playset through Go Configure. On March 20 I canceled the order. I've received a refund from ******* but Go Configure has yet to issue a refund. I've tried calling and I've sent several emails but still no response.

  Business Response

  Date: 03/28/2023

  Good Afternoon,

   

  We have been in contact with the customer about the refund process. We have processed a $619 refund by check and should arrive within 3-4 weeks. Thank you.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 12/15/2022 ******************* (my husband) and I purchased an IHA - *** TREADMILL *** TREADMILL from Schwinn: order SO-********. We also paid for assembly. We are now 6 weeks since purchase, and we are still waiting for our machine-which doesn't work-to be fixed. The company they use for assembly etc Go Configure does not call us back or schedule with us. Every call we make to them they repeat the same message: someone will back to us. They don't. This was needed for pre-surgery care. Neither Nautilus/Schwinn are doing anything to fix the problem, or Go Configure. We have attempted contacting them through emails and phone calls over a dozen times. No one is doing anything! We have a $1500 unusable product in our entranceway.

  Business Response

  Date: 02/01/2023

  Good Morning,

   

  This customers service was completed on 1/31/23, thank you.

  Customer Answer

  Date: 02/06/2023

  No, it is still unresolved. They sent the wrong part, and then sent a motor which the company claims they cannot install. They said we should have been sent a new machine.

  Business Response

  Date: 02/22/2023

  Good Morning,

   

  We had a technician go out to the customers home on 2/16/23 and diagnose the need for additional parts. We are working with the customer and manufacturer around parts that are needed. We will continue to contact the customer through completion. Thank you.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the treadmill on 12/4/23 and assembled on 12/10/23. The treadmill didn't work. Nautilus had warranty to fix the treadmill by delivered the part and send technician from Go Configure to assemble the parts. I contacted Go Configure many times to schedule an appointment but the agents could not get response from the technician to give the appointment. Go configure agents always said they tried to contact the technician but no update. I talked with the district coordinator at ******* to work on this issue but still did not solved the issue. I still have not had the answer which day Go configure will come to assemble the parts. I contacted Go Configure almost everyday for more than 2 weeks but still no progress. All agents including the district coordinator who answered the phone always said they contact the technician, texted them, left the message but no response. I asked for the district manager to discuss the issue but ****, the coordinator didn't give the contact info to me. Please help me solve this problem since it has been ongoing for a month since I bought the treadmill and could not use it.

  Business Response

  Date: 01/24/2023

  Good Morning,

   

  We reached out to this customer on 1/13/23 and confirmed an appointment of 1/31/23 with the customer. 

• Initial Complaint

  Date:11/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 patio set and paid for installation. The company uses GoConfigure as a 3rd party installation and after 3 weeks of calling them trying to schedule an installation and never getting a call back or confirmed date, I called the place where I ordered it from to get a refund.

  Business Response

  Date: 11/23/2022

  Good Afternoon,

   

  We received this order on 11/7, there were delays in scheduling which we do apologize for. This customer has cancelled and will be receiving a refund through their point of purchase.

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank you for this response. It was never communicated with me that there were delays with scheduling. Im fact, each time I called (4 times from the 7th to the 23) I was told that someone would call me back in 24 to 48 hours. Each time I called to follow up, I told the customer service person I didnt want to be annoying and asked how often I should follow up  I was told to call back as much as needed  over that 2 week period, I never received 1 call back nor did anyone indicate that there were delays with scheduling.  I am still pending refund to my credit card a week later.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 12/12/2022

  Good Morning,

   

  The complaint sent over was blank, but this customer has cancelled their service with us and their point of purchase, this was on 11/30/22. We called, but were only able to leave a VM with the customer. Thank you.

• Initial Complaint

  Date:11/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Bristol Point swing set from Backyard Discovery. Order # *****. They hire assemblers from Go Configure. The total price was $2,806.96 assembly included. The delivery was right on time, which was on Sept. 27th. 2022. The assembler came out Oct. 18th,2022 & said he could not put it up because it was not on level ground and also said he would be back the next morning, which he or anyone else has showed up. Someone was suppose to show up last Sunday on the 13th. but no one came. So I called Backyard Discovery to find out what to do. They told me I could cancel my assembly order and they would refund my money. They said it would take around two to four business days, then I could recall Go Configure and rehire another assembly person and it would take about 4 wks. for them to come out. They have not only did me wrong, but also my great grandchildren. This was suppose to be and early Christmas present for them. Please help if you can. I don't know what else to do. Thank you.

  Business Response

  Date: 11/22/2022

  Good Afternoon,

   

  We reached out this customer who already cancelled and received a refund at point of purchase. When we reached out, this customer stated that they do not want ********************** to work on their project and they are going another direction. This customers order has been cancelled and they have received a refund.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The following is the text thread for the correspondence I've had with the company in question:Go Configure: A technician will be in your area on Sat Aug 27, 8:00am - 12:00pm. Reply with YES to accept appt or call ************ Yes Thank you. Your appointment is confirmed.Go Configure: A technician will be in your area on Fri Sep 23, 4:00pm - 8:00pm. Reply with YES to accept appt or call ************ YES Thank you. Your appointment is confirmed.Go Configure: A technician will be in your area on Sun Nov 6, 8:00am - 12:00pm. Reply with YES to accept appt or call ************ YES Thank you. Your appointment is confirmed.Go Configure: A technician will be in your area on Sun Dec 4, 8:00am - 12:00pm. Reply with YES to accept appt or call ************ The details of my complaint are as follows:On July 30, 2022 I hired and paid Go Configure to assemble a SKYFORT 2 playset for $775.50. They said they would send a crew of 4 to do the work and later sent a text confirming my appointment for the assembly to be on August 27, 2022. On that date only 2 people showed up, unprepared for the challenge ahead. They immediately left to go get water, then came back and got to work. They stayed until 11 pm, working in the dark, then left saying they would be back the next day to finish. The two men returned and completed construction while I was at work. When I got home I noticed the base of the playset had been put together backwards so that the picnic table faced out into the swings so you couldn't use the closest swing, the safety anchors hadn't been installed and several boards hadn't been screwed in completely. When alerted to the situation they said they would send someone back to remedy the problems. Since then they have either rescheduled or canceled my appointment without my knowledge multiple times so that a safety issue, that according to the owners manual would void the warranty, has been left unresolved for more than 3 months according to the latest appointment attempt.

  Business Response

  Date: 11/22/2022

  Good afternoon,

   

  We continue to work with this customer in getting a scheduled date. We will continue to work with this customer until completion. Thank you.

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 had people from GoConfigure come to my house twice in attempt to repair my treadmill. I spent $629 with the understanding that my treadmill would be functioning. After the second repair they said it was resolved. It is still not repaired and still non-functional. I called telling them about this issue and they said they couldn't give me a refund because "they tried" to fix it. I just want my money back since they didn't do the service agreed on.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 bow flex by ******** exercise bike in January 2021. My bike is under warranty and I contacted ******** and submitted for replacement parts under warranty. The parts were sent to me free of charge however ******** outsource is there bicycle repair to go configure. A representative from go configure reached out to me via text message scheduling an appointment with an automated system. The time frame did not work for me so I called them back and was able to reschedule for a more convenient time. This convenient time actually meant that I had to miss one of my sons sporting events to be home for the technician. There was no phone call and they did not show for the appointment. When I called the 800 number to speak to someone they were very apologetic and told me someone would be in touch. Again, I was given a scheduled appointment outside of the timeframe that worked for me and my work hours so I had to call back again to schedule a time within a convenient window. That day was today, Thursday, September 29. I was told the technician would be at my house between 4 PM and 7 PM and that I would receive a phone call when they were 30 minutes away. At 6:16 PM, I called go configure just to verify that the technician still had me on their schedule. A very aloof and disconnected employee made a very mild attempt to reach to my technician, putting me on hold for less than a minute, then telling me they were unable to reach the technician and they would call me once they had heard from them. They never called and when I called them at 8:15 PM outside the appointment window time, they told me a technician was an hour and a half away. This means they wouldve been at my house after 9:30 PM. That customer service representative was very passive aggressive and in a disrespectful tone asked me if They had solved all of my problems. I requested a refund of my service appointment which I paid in advance through ********. The reviews on this company are terrible.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  March of 2022, paid for assembly of a Gazebo The Tech did not show per the scheduled time, once assembly does completed (2 days later) I noticed that the assembly was done poorly. Missing Header Brackets, Over torqued screws which caused the wood to split in many areas. Some screws missing, some not tighten correctly (I had to re-tighten), the roof put of incorrectly, used incorrect wood panels on wrong sides. Now the gazebo us buckling do to incorrect mounting/assembly of roof. Have tried to speak to someone at Go Configure that can rectify the problem. We keep getting the run around. They schedule new Tech's to come out and they are no shows. One Tech came out and accessed the problem and reported this to Go Configure. His assessment was to have the unit replaced. As of today several appointments have been set and all defaulted. This company is HORRIBLE, would not recommend this. **** club needs to get it together.

  Business Response

  Date: 09/27/2022

  Good Morning,

   

  We spoke with this customer multiple times, unfortunately we were not able to complete service. In speaking with the customer we let them know we would provide a full refund by check, which has been processed.

   

  Thank you

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a service to build a play set costing $827.20 (all up front) on 7/23/22 they scheduled the date to come out on 8/23/22. The day of they called to cancel stating the technician had an emergency. They stated someone would call back in 24 hours to reschedule a time. That never happened. Every time they say they will call they have yet to call us back, we have reached out on several occasions to get nowhere. As of now we still do not have a scheduled date of completion. Over a month after submitting full payment.

  Business Response

  Date: 09/08/2022

  Good Afternoon,

   

  We have this customer scheduled for 9/17/22 and this was confirmed with the customer on 9/1/22, thank you.