Smooth Fitness / Do not deal with service issues

United States Review updated:

Purchased Smooth Fitness CE30XT Elliptical on Jan 2, 2013. machine arrived with a large chunk missing from the rear fly wheel, and other parts arrived without predrilled holes to assemble machine. I notified their service department on Jan 21st, where I was told to pake pictures of broken flywheel, and other defective parts. I did so right away on the same day, and received an email back from a customer rep., that he would talk it over with his supervisor and they would have a resolution right away. It's now February, 18th, nearly one month since my initial email to the service department and no one has contacted me to resolve the matter. I have made (3) calls to their customer service line, and they keep transferring me to 1.888.800.1167 ext 5552, whereby they place me on hold for a minimum of 17 minutes, then it clicks over as if someone has picked up the line, then I get a dial tone. I'm not sure if they are having many issues with their equipment being faulty, or their service department is non-existent? Either way, I'm very dissapointed, and have contacted my credit card company and filed a dispute! Too bad, because the treadmill I purchased from them over 3 years ago has worked great, which is why I went to them again...I guess you can't assume the quality, and customer service will always be the same:-(.

Feb 18, 2013
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  • Ma
      Feb 20, 2013

    I know how you are feeling. I have been dealing with this company for the last eight months. I purchased an elliptical CE 3.6, and it stopped functioning withing 15 days and after several requests for technician, I never received any help. They dont respect the warranty, customer service is absolutely rude. I have complained to BBB and Smooth fitness did not respond and the case is unresolved. I was suggested by BBB that I should go to Attorney General of Pennsylvania. If they receive a huge volume of complaints, they can do something. And there lot of other complaints against the company, according to BBB. Take time and complain to the Attorney Generals office, so that you will get justice (hopefully) and others will not be duped by these crooks and liars. here is the link

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