The complaint has been investigated and
resolved to the customer's satisfactionResolved Keys Fitness - Garland, Tx / Discovery 100 Treadmill — Deck breakage, Illogical policy
resolved to the customer's satisfaction
Keys Fitness - Garland, TX
My husband & I purchased a Discovery 100 Treadmill from Academy January 11, 2003. The treadmill has been used primarily by myself, a 130 lb female, an average of 2x/week for the past 3 3/4 years. It was essentially in excellent condition. The treadmill has a weight limit of 275 lb. The motor is warrantied for 10 years.
My husband was jogging on the machine on Oct. 30, 2007 when the deck split up the middle from top to bottom, also ruining the belt. Thankfully, he was not injured, but could have been badly hurt.
I called Keys, first to seek a replacement deck & belt and was quoted a price by the customer service rep. I also asked the rep. if the material on the replacement deck was more durable, as I did not wish to replace it if it would split again. My husband & I both have knee issues that could greatly be exacerbated by a sudden break in the deck. I was told the part was obsolete on a treadmill with a 10 year motor warranty. I was given a consumer number and a parts website to check availability there. It was not available. I called Keys back & talked to another rep, Bryan Browning to find out why the part was not available even though the motor was still under warranty, and he was told by his supervisor, Lynard Benevides, that the treadmill was obsolete & when parts are gone, they are under no obligation to replace them. This policy seems illogical to me, to warranty a motor for 10 years with no guarantee of replacement parts on the rest of the treadmill.
Both reps seemed unconcerned that the sudden splitting of the deck could have severely injured my husband, or myself had I been on it.