Smooth Fitness reviews and complaints 26
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Smooth Fitness - Waste of money
I want to save people money and frustration. Don't buy smooth fitness, at least not the treadmills. I got one and it breaks down all the time -- barely used it. And haven't been able to use it in months?. And official authorized repair guys are a run around". They blame the company the company blames them and the consumer is stuck in the middle continuing...
Read full review of Smooth Fitness and 7 commentsdefective electronics
Purchased Smooth Fitness CE 2.0. Worked good for about 3 months - no problems. After the 3rd month, console stopped working with the E-2 error. Smooth fitness sent replacement console, again worked for 3 months then stopped working again. Now trying to contact them with no response. I will keep trying to contact Smooth Fitness and update this issue with any word of progress as it develops.
I gotta think there is a lot of bad consoles out there and a lot of unhappy customers. Any chance there is enough complaints out there that us slighted customers can possibly get the attention of the states attorney general of the state smooth fitness is based in ? At least posts like this can help other people to avoid Smooth Fitness -( great business model: sell a bunch of junk and then go out of business WTF?)
The complaint has been investigated and resolved to the customer’s satisfaction.
DO NOT ORDER FROM SMOOTH FITNESS!
On December 7, 2010 I ordered a CE-3.6 Elliptical machine directly from Smooth Fitness. At the time of purchase, I was told that the equipment was in stock and that it would be delivered within 7 to 10 days, and would be in delivered in plenty of time for Christmas.
On Monday December 20, 2010, I still had not received the equipment and had not heard a word from anyone. I called customer service who told me that the delivery company had my equipment and they would be calling me the next morning (Tuesday the 21st) to schedule a time on Tuesday or Wednesday to deliver the Elliptical machine. On Thursday morning the 23rd, I still had not heard a word from anyone so I called customer service again. This time, they informed me that the delivery company did not have my entire order and they would not get it until sometime the week of December 26th, and then they would call to schedule delivery. On Thursday morning December 30th they called to deliver and set-up the machine.
Upon assembly, the Elliptical was completely dysfunctional with none of the electrical equipment operational. So they called Smooth Fitness who entered a repair order (#215929) and told them to tell me that someone would contact me. Indeed an independent contract repair service representative did call and came out to evaluate the equipment.
He tested all of the electrical cables and the control panel that operates the equipment and found them all to be defective. He stated to me that he had been run ragged trying to evaluate and repair their equipment and that he had several units with the same issues. He then called the number that he had for Smooth Fitness technical support and reported what he had found. They told him to tell me that they were shipping a complete new set of cables and a new control panel, but they would not ship until Monday January 3rd. He further instructed me to call him to arrange a return visit when the parts arrived. When I got home from work on Tuesday January 4th, there was a small padded envelope in my front door. When I opened it, it was a short piece of wiring and nothing else!
The next morning I called the technical line that was on the copy of the repair order that was left by the repair service and indicated what I had been told and what I had received. After several minutes on hold, the technician came back and stated that yes they had not shipped the right parts. He then proceeded to tell me that I never should have been told that they would ship Monday January 3rd as the needed cables and control panel were on back order and that it could take several weeks even a couple of months to get them in!
At that point I ask to be transferred to customer service who abruptly informed me that there was nothing that they could do about it and that they were doing everything they could. When I expressed a desire to return the equipment, she become very short and hostile and quickly informed me that I would have to disassemble and package the equipment up correctly and that I was responsible for transporting the unit back to the freight terminal or paying them to pick it up, and that I was also responsible for all return freight charges. Now keep in mind that this equipment weighs almost 150 pounds and was shipped in a 2.5 foot x 2.5 foot x 5 foot high carton, and all of the Styrofoam packing material was substantially destroyed when Smooth’s delivery service unpacked and set up the equipment. I told them it was completely unreasonable to assume that an elderly couple who had paid to have the equipment delivered, unpacked and set up could facilitate the return of this equipment. They quickly informed me that that was too bad but that they had no intentions of doing anything different.
So, after ordering this equipment on December 7th, and having the charge hit my credit card on December 9th, I was stuck more than a month later with a completely useless piece of equipment that was now laying in pieces in our rec room!
On January 13th, I decided that enough was enough and that I would make the effort to return the equipment. So I called customer service who informed me that they would have someone call me back. When they did not return my call, I sent an email to [protected]@smoothfitness.com and received an auto reply that someone from the returns department would be in contact with me. As expected, that never happened! So I replied to the auto reply indicating that I had not heard from anyone. Several days later, I received a call from Linda at extension 1167 who indicated that she was the Customer Service Manager. She asked what the problem was and I walked her through the entire scenario outlined above. She was very nice and very apologetic and said that she would look into to it and call me back right away. It has now been almost a week since I spoke to her and she has never called me back. Further, when I call her extension, I get nothing but voice mail. I have left messages but have received no response. So now it is January 26th and I still have the equipment laying in pieces in my rec room. TO BE CONTINUED!
The complaint has been investigated and resolved to the customer’s satisfaction.
My husband and I bought the smooth fitness CE-7.4 Elliptical trainer. What a waste of money for a machine that never worked correctly and to top it off the most terrible customer service I have ever experienced with any product EVER! I wish I would've known what a hunk of junk I was buying.
Hello there,
You want to hear a good story from a company located near Montreal in Quebec City?
As three other company here in Montreal, we unfortunately trusts these people. We work with Smooth Fiteness and their business partner Service by Dawn.
Our story begins a year before today August 6, 2014. We were contacted by the company Service By Dawn to deal guarantees customers. At the first customers served, we found that these two companies were in a critical situation. All clients were furious because they had to wait two, three or even months for a visit from a technician. They simply had no return call or email regarding their follow up. At that time, I thought that was not good technicians.
After several months, we found that both companies wanted to take money from customers without their offer warranty or product purchased.
Now I will explain why you should never buy with SERVICE BY DAWN or SMOOTH FITNESS.
They not answer the phone.
They rarely respond to the email.
They not sending parts under warranty or sending empty box.
They do not pay their technicians. We are 3 company in Montreal that has not been paid. In short, they steal the client and other companies.
In short, they steal the client and other companies. NEVER BUY WITH SMOOTH FITNESS OR SERVICES BY DAWN!
I have been going the rounds with smooth fitness for the last three months. My treadmill motor died under warranty, so I ordered the parts in November of 2013. I am still waiting for the parts. I have called and emailed. Calling and waiting on hold is the only thing that gets you to a human being. I have been told all of the following in this order: The parts on order and will be shipped in 3 weeks, the parts are missing because we moved warehouses, the parts are on a pallet somewhere and we can't find them, the parts are on back order, the parts are in and ready to be shipped, the parts may or may not be in because we have no way of tracking what is in our warehouse. That last one was from today. I have been told that if I am lucky, they might be able to confirm if they do or do not have the parts in another 90 days. Unbelievable. A company this big and they have no way of tracking parts in a warehouse? To be continued...
To our customers on this board,
We at Smooth Fitness would like to deeply apologize for any and all inconveniences this has caused you. We strive to have the best customer support and continue to improve customer satisfaction every day. Feedback is greatly appreciated and allows us to improve our efforts to meet our customers’ needs. Again, we very much apologize, and hopefully in the future we can regain your trust.
If there is anything I can do, please feel free to contact me directly.
Omar Edwards
Assistant Director of Marketing
Smooth Fitness
oedwards@smoothfitness.com
I have a similar situation. I have a Agile X-1 elliptical bought a little less than 4 years go. Machine worked fine until 3 months ago, when the frame snapped. The frame is covered under warranty...and it broke because of a design flaw with this machine (one of the reasons they no longer manufacture it). I was sold the replacement part would take a few weeks to order, as their parts were depleted in the stock room. Fair enough.
3 months have passed. I have received promises of "a few more weeks, a few more weeks, " and then was told in writing that "there is no ETA for this part.' I then contacted them again by phone, where it was explained to me that since the company was sold last year they have (I'm paraphrasing) "no responsibility to honor the warranty, but we will do so in good faith." I then contacted the BBB. We immediately got a response, both saying the part should be received in approximately 60 days (this was one day after they said in writing "no ETA") and that the part is covered under warranty (one day after telling me verbally no such warranty would be honored).
Do yourself a favor...don't buy from Smooth Fitness. I got 3 good years of use out of a $2, 000 machine...which was a lemon, and now the company that holds the warranty is essentially trying to duck their legal responsibility. Buyer beware.
I wish I read this forum before I purchased an elliptical from Smooth Fitness in June 2012. It arrived two months late and within two weeks the equipment stopped functioning. It made loud noise and finally pedals stopped moving. After several calls, at least fifty, I contacted BBB. Initially the company said that they are looking for a technician in my area, which is Canada, after six months I was never contacted by the technician. Through BBB, I came t know that it was purchased by a different management. Both managements share the same values, lying, cheating the customers, false promises and absolutely rude customer service. They contacted me right before the holiday season to inform me that everybody is on vacation and it would take longer to find a technician. In six months, they cannot find even a SINGLE technician in my area, which shows their commitment to the customers. Once they get the money, they vanish into thin air. Finally I contacted Federal trade commission and Attorney General of Pennsylvania as recommended by BBB. Right now I am waiting to hear from them. Unless there is a good number of complaints, these two agencies may not act . So please file a complaints with the attorney generals office, so that future customers will be careful before they buy an equipment from Smooth Fitness. Here is a link where you can find the online complaint form.
http://www.attorneygeneral.gov/complaints.aspx?id=451
http://www.attorneygeneral.gov, office of attorney general of Pennsylvania
My experience with this company is similar to many of the complaints above, I wish I have read these postings before I made my purchase, I would never have thrown my money away. The smoothfitness treadmill I bought barely worked for a year if you consider that it was used for less than 30minutes per session 2-3 times a week. It has been one service repair after another. The customer service is deceptive, the story changes every time you call. The last straw that made me write this review is when a service repair man that works for smooth fitness called my treadmill a piece of junk and said he wouldn't waste his time on it. Very disheartening. Major fitness equipment repair companies in the Baltimore Washington area do not want to have anything to do with it or fix it. This equipment is a waste of money and valuable time.
We are having the same problems here in Western PA. Bought an elliptical back in March of 2011 and the thing has never worked right since we received it. First, front flywheel bearing went bad (because the drive belt was too tight). After calling numerous times, they sent me a replacement flywheel (that was used) and a new drive belt to replace to one that was destroyed from being too tight (shredded like cheese). I agreed to change the flywheel and then tried to put the new belt on. The belt was way too short. I called them and they insisted that it was the correct belt. Since the belt would not go on, I ended up buying a longer belt from a local retailer for $10.00. The belt went on fine and I was able to use the machine again. I eventually called them back and told them that they need to have someone look into why they are putting the wrong drive belts on these machines. They are too tight and there is no way to loosen the tension. No one addressed the issue. Now two weeks later, the belt I just put on is being shredded like grated cheese. Not because its too tight, but for some other unknown reason. After numerous attempts trying to contact them again to ask how they could resolve the issue, they responded saying they would have a repairman contact me. Days later, no one called. Eventually I received a replacement belt in the mail with no letter of explanation or instruction (such as when and if repairman would call and make arrangements to put it on). I waited yet another week to see if I would hear from them, nothing. Then I emailed them again and said if they didn't contact me to let me know whats going to take place I would take legal action. Surprise, I got a call the next day from a local repairman. He showed up at our home today to install the replacement belt that they had sent me, it was too short (the same belt that was on the machine when I bought it). The company insisted it was the correct belt and size, but I proved them wrong while the repairman was with me. So now they must order a different belt (longer) and the repairman will once again need to return to our home. Keep in mind, the belt that he will put on will most likely shred as well. So two problems, wrong size belt or poorly designed machine, and the belt shredding mystery. This all started Dec. 2011. And here we are today Feb. 15 2013. This is how long they have taken (are still taking) to make things right. If the new belt to be installed shreds again, I'll be declaring the machine defective and asking for another one. Or maybe a refund of our money. Its still under warranty for both parts and labor. But soon to run out.
My husband and I just had a bad experience with this company as well, on Dec 24/12 we decided to purchase an elipitical from them, after a few days of not receiving any notification of of our purchase, we had called customer service, and like everyone else had to leave a message, never got a response back. A few days later we got a generic email for our order, thought because of the holidays they were a little behind. Email said order is in stock and will be pick up by shipping company and we will get a tracking number with in 48 hours, in this time we realized the phone number on the slips was completely wrong so we called and sent an email so it could be corrected for delivery, never got anyone to address this email, we were sent another email saying we would get a tracking number in 48 hours(not even what we were notifying them about). After not getting a tracking number tried calling again- surprise had to leave a message. Finally got a tracking number after a few more days, that didn't work. After all this my husband and I decided to see if we could pull up more info on the company, which lead us to quite a few complaint boards. Thankfully my husband and I got lucky they had not billed our credit card, we cancelled the card and notified the bank of the situation, so we are not out any money, just a whole lot of frustration and wasted time( a month of my life I cant get back). Funny thing is could never get a call back or an email from anyone when trying to find out what the heck was going on, but as soon as we sent the email about cancelling the order they called me bright and early the next morning. Speaking to them was uneventful as well asked we why, told them how could I have faith in the company and the product with so many screw ups and never any follow up, also told them for and item that is in stock we shouldn't have to wait this long, guess they didn't like what I had to say because the guy hung up on me. Some legal action needs to be taking against this company (for false advertising and fraud- if they are billing the items and no one is receiving them, there are consumer protection acts in place to prevent just this thing) and currently I am looking to lodge a complaint.
Except for those customers who ordered equipment and never received their refunds. You aren't dedicated to caring for the needs of these customers at all.
Very poor..rude customer service
I ordered a piece of exercise equipment over a month ago and I have still not recieved it. The customer service department has been rude and non helpful. I have been bascially called a liar, because the delivery company told the customer service desk a different story than I did. I am so tired of rude and ignorant people. Think twice before you order from Smooth Fitness.
The complaint has been investigated and resolved to the customer’s satisfaction.
They ripped us off the same way.
I have the same problem with the delivery: I am in shock to learn that they seem to be almost bankrupt! I am wondering how to get back my money: it seems incredible to me that we can't do anything!
BEWARE! DO NOT BUY!...I ordered a treadmill from smooth fitness on June 30, 2010.That was 5 weeks ago and I have been getting nothing but the run around since!The online tracking and phone tracking are a joke! They only tell me it's in transit.I have called and sent emails AND STILL HAVE NO ANSWERS! I checked the Better Business Bureau and was shocked to find out that 2 out of 3 Smooth fitness locations are out of business and the third location which is the one that I ordered from...the file was unavailable because it was being updated.This leads me to believe that I was scammed out of $2000.00 and that the entire thing is an elaborate con! This teaches me a valuable lesson, in the future I am going to investigate companies before I order online and NEVER...EVER...BUY OUTSIDE OF CANADA AGAIN!
Illegal Business Practices
I am writing this letter to protest the illegal and unethical business practices of Smooth Fitness, Inc.
On March 17, 2008 I placed a phone order for an elliptical machine from Doug. I was told that the product was in stock and I would receive it in seven to ten days.
On March 26th, I called to inquire about the order. I talked to Nicole and I was told that it was on back order and they would receive units on March 29th and would start shipping immediately.
I called again on April 2nd to inquire again about the order. Nicole informed me they were still on back order and I informed her that I was upset with the delays and lies. At this time, I requested to cancel the order but Nicole refused. After insisting on canceling the order again, I was transferred to her supervisor, Mimi. Mimi also refused to cancel the order and stated that she had dealt with “people like me” before and if I refused shipment whenever it finally ships, she would force me to pay shipping both ways plus restocking fees. I asked to speak to her supervisor and she refused my request. I informed her of my right to cancel since it was on back order and receive a full refund. Mimi stated I could not cancel.
On April 14th I called again and spoke to Mimi about not crediting my Visa account in full for the cancelled order on April 2nd. Mimi was very nasty to deal with and very unprofessional in her conduct. I again requested to talk to her supervisor she refused stating that “upper management” does not concern themselves with day to day business affairs.
On April 15th Shannon called and asked me to reconsider the cancellation. She stated that she would expedite the delivery of the product. I feel that with her making this call to me that at some point, someone at Smooth Fitness had acknowledged my cancellation. I informed Shannon that if it was at my doorstep on April 18, 2008, that I would reconsider, otherwise it is still cancelled. It was not delivered.
On April 21st Home Direct attempted to set up a delivery date. This was thirty-five (35) days from the order date.
In summary, State and Federal Consumer Protections Laws prohibit taking an order for an item that is on back order without the consumer agreeing to it at the time of sale. I was told that the product was in stock and would ship immediately just to obtain my Visa number. This is fraud and this transaction was illegal from day one. State and Federal Consumer Protection Laws require immediate notification of a back order. Back order notice must state that the item is on back order, the revised delivery date and the right of cancellation with full immediate refund (if the consumer doesn’t agree to the delay).
From March 17, 2008 through April 21, 2008 a total of thirty-five (35) days, I never received a back order notice. The law also requires the merchant to automatically cancel the order in thirty (30) days if the merchant cannot deliver and the customer does not agree to delay through the back order notice procedure. There was no back order notice.
When Mimi threatened me with bogus shipping and restocking fees for merchandise on back order, this was classified as extortion through intimidation. It is pathetic when a company resorts to illegal and unethical business practices just to make an illegal profit. It appears that Smooth Fitness has total disregard for State and Federal Consumer Protection laws. Smooth Fitness would rather victimize the consumer than abide by laws that other merchants must abide by. It is disgraceful when Smooth Fitness’s customer service is based on deceit, fraud, lies and incompetence and the only response the consumer gets when they get fed up and try to cancel an order is to be victimized & my Visa card was fraudulently charged $647.00 for bogus shipping and restocking fees.
On February 4, 2009 I wrote a letter to Smooth Fitness CEO, Joe Alter and now 10 weeks later there is still no response. I must "assume" the CEO supports the illegal and unethical business practices of it's employees.
TOTALLY DISGUSTED ABOUT BEING RIPPED OFF,
William Willoughby
I am in quite the same situation as they refuse my cancelation even if on their website it is written that:
atisfaction Guaranteed
We're so confident you'll like your new Smooth treadmill or elliptical machine that we offer a 60-day money back guarantee. If for any reason you do not want your Smooth product, you can return it for a full refund.
I can't believe that there is nothing to do
It should be possible to fill in a complaint with the bank
Terrible customer service
I purchased a fairly expensive ellipitcal machine from Smooth Fitness last month. I paid an extra $200 for installation and the machine arrived damaged. It made a grinding noise when moving the pedals. I called Smooth and they told me to call their subcontracting company to schedule an appointment to fix it. Mind you, this is a brand new piece of equipment and I'm already told by Smooth to take care of it myself.
I do so, and I take off work again (had to wait 4 hrs for the delivery) for the repair appointment. He tells me that piece is broken, needs to be ordered, and I should call him again once the part comes in to have him come out again and install it.
I call Smooth to complain about this process for a brand new piece of equipment and ask to replace the machine w/ once that works. I could not get a hold of the return person (yes, it's a single person at this company) for some time. When I did, she explained that Smooth will not replace the machine until it is deemed unfixable. Additionally, I can't return the machine w/o the original box (which the delivery guys took w/ them).
Amazing. Now I have had an ellipitcal machine in my basement for 4 weeks that has not been used. It is broken and I have to wait for the part to come in. Meanwhile, who knows what other parts have been damaged that will creep up in the next year or so, particularly after the machine is not covered by warranty.
I will not order anything else from Smooth ever again.
The complaint has been investigated and resolved to the customer’s satisfaction.
Motion level raises on it's own. When lowered by the hand motion sensor or display arrow on center console it raises bsck up on it's own the motion kevel does not remain constant.
I ordered a treadmill and after they charged my card, they said it was not in stock. 3 week wait. So I cancelled the same day anbd requested a credit. Week later no credit.
Smooth fitness has the worst customer service out of any company we have ever dealt with. Ordered 2 treadmills, items were backordered for 2 months. When we called to inquire about our order no answer time and time again, and when we did get through or they managed to call us back 4 days later they continuously lied about ship dates. We cancelled our order and will be spreading the word on this. The internet is full of the same type of complaints. Shame on Smooth Fitness!
I purchased a CE 3.0 supposedly 2012 elliptical which broke down on first go. Have been trying for last 2 weeks to talk to service dept and after waiting for literally hours on the phone for days on end, was able to reach somebody (Doug & Tyra) each of whom repeatedly promised prompt service and said that they will contact me within 48 hours then 72 hours then next day but nobody has ever called. One local subcontractor called one day who was immensely rude and simply told me to call Smooth service dept to check if 'parts ' had been shipped yet and then contact him. I asked him how would they know what parts to send if nobody bothered to inspect the machine yet, he said it was not his problem and he will not pursue it further. This disgusting 3rd world operation called Smooth Fitness is run out of a basement in the boondocks and real scammers and swindlers run it. Reported both to BBB, local newspaper Virginia Pilot and the new Govt Consumer Protection Agency. Reporting to local Fitness/Gym Association as well as well as my homeowners association which runs a big fitness center in our country club. Placing the machine in my front yard with the company name on it with the word 'SUX'.
It turns out I am not the only one dissatified with the SMooth Fitness products. I owned a Smooth Fitness Treadmill 7.35 and regret the purchase ever since. Smooth Fitness treadmills are the worst quality ones that I have ever seen. Horrible customer service.
That's why you ALWAYS buy from a local authorized specialty fitness dealer and NEVER from internet fitness companies.
I recieved a 2.1 Ellicptical that was bad when they sent it new out of the box. They didn't do anything when Icalled the first day. About 4 monthes later I had another problem and I let them listen to it on my speaker phone. They sent a service person out that fixed one problem then put a problem into the machine.(speed input no longer worked). They came out again to replace some parts and tore apart the wrong ones. I have had the machine torn apart for close to a month, have filed a complaint with the BBB of New Jersey and hope something will be done. Don't buy this machine, the wil not back it up. I will try to keep you updated. I am going to try tro get the word out.
Contact Smooth Fitness customer service
Website
www.smoothfitness.com
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The customer service and products are awful. I bought a unit two weeks ago. within 3 days the pad was making noise. Technician ordered the part. Then, the right handle was making noise. the new part is ordered. Now, the back rod is making noise. THIS IS A JOKE. They could care less and they just keep sending parts for a brand new 2012 elliptical CE 3.6 unit. NONSENSE! they refuse to replace the unit and they want me to package and pay for shipping the unit back. WHAT A JOKE! they do not stand behind their products. That is a lie!
We will see who will win this fight!
Smooth Fitness is Not out of business. Having been the leading internet based home fitness equipment seller for more than 20years, they are there to assist and will stand behind their products! Not sure how you are trying to contact them but I have had sucess sending email to service@smoothfitness.com and / or calling [protected] during the week. Good luck with your problem as it sounds like they have already proved their committment by resplacing your console once... remember electronics can be affected in your home by many things.. where you have it placed, plugged into a gfi outlet? do you have a surge protector on the unit? Fluctuating current will jepordize functionality of the electronics over time... fyi...
Give them a call and I am sure they will be happy to assist you again!