Smooth Fitness’s earns a 3.3-star rating from 26 reviews, showing that the majority of fitness enthusiasts are somewhat satisfied with exercise equipment.
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Treadmill model no. 9.35e
The Smooth Fitness German branch is a stranger to customer support and does not answer.. Treadmill Model No.9.35E
Unfortunately, when we moved, we lost the damper at the bottom of the frame to open it. replacement part Nr. is 9.35-411 in the Smooth Fitness manual
When asked about the orderability or at least dates that I contact a damper manufacturer can buy himself came only one set from Smooth in Germany No longer available..!
Does anyone have Info ore have data of the built-in damper for me?
Would at least need the force N (Newton)
of the missed damper
that would help us a lot!
THANKS
[protected]@partybombe. de
Repair Service
The service is a complete scam! They just take your money and run!
I bought a Evo-FX30 treadmill in January 2007. It has worked great until this September, when it started to make noise. I went on Youtube, watched a trouble shooting video, and concluded that the problem was bad bearings. I contacted Smooth Repair, their service division, to have a service tech come out and fix the bearing problem. I was told that a service call would cost $175 and that any return visit would cost $105. I agreed to that. Smooth Repair contracts out the service to Optimus, which has a network of service technicians. After two weeks, no contact from the local Optimus service tech. I contacted Smooth Repair, and was told that the service tech called twice, left messages, but that I never called back. I produced my phone records proving that no calls were ever received. Optimus got involved and sent a service tech out to my house. Service tech confirmed that the bearings were shot and said that he would follow up. After a couple of weeks, no follow up from the Optimus service tech, so I sent email to Optimus and Smooth Repair. No response. They just took my money and ran.
I went back on Youtube, watched how to replace the bearings, and will fix the problem myself for the mere price of 4 bearings and a bearing removal tool.
Bottom line: I was really stupid not checking on the complaints about Smooth Fitness before spending my money. So if you need repair, you are on your own. You can't do worse on your own than you will do with Smooth Repair and Optimus.
Lack of. Customer Service
In Sept. 2013 I purchased a treadmill that kept tripping the electricity. Had $600.00 special line installed at recommendation of the repair service. The Problem continued. The company said it needed a fan which took 3 months to arrive. It did not help. After 5 service calls and approximately 30 phone calls and 30 emails the company finally replaced the treadmill and admitted that it was a design flaw. Problems are beginning with the new treadmill ( metal on metal screeching). The company took 4 days to respond and then said the system is down(whatever that means) and thus could not assign a repair call. It has now been 10 days with no call back.This is the same run around as before. STAY AWAY FROM THIS COMPANY. I had made the purchase after researching online ratings. Many reviewers had listed this as the number one treadmill. How were these ratings done? Terrible customer service, $2000.00 down the drain!
The complaint has been investigated and resolved to the customer’s satisfaction.
Is Smooth Fitness Legit?
Smooth Fitness earns a trustworthiness rating of 100%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Smooth Fitness. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Several positive reviews for Smooth Fitness have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.
Smoothfitness.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Smooth Fitness.
However ComplaintsBoard has detected that:
- There was some difficulty in evaluating or examining the information or data present on the smoothfitness.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
- The website belonging to Smooth Fitness has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
Refuses to honor motor warranty
Purchased a Smooth 6.25 Treadmill on 9/21/08. Invoice# WAR-T-5YP1YL states "Warranty: Life Frame & Motor, 5 Yr Parts, 1 Yr Labor". Motor is making a loud wining sound and Kevin at Smooth Fitness said the motor probably needs replaced. But replacement is not covered under warranty since the noise is probably caused by "wear and tear". He said "ware and tear" is not covered under the lifetime warranty. The motor replacement cost would be about $450 plus labor. The lifetime warranty is useless.
warranty
I purchased and elliptical CE 74 in 2007 for 1999.00 ( not cheap!) with a lifetime warranty on parts, now the parts manager Jim VonWiegen says that I have to pay 39.95 + shipping for the pedals. He says that after 7 years the pedals are no longer covered under my LIFETIME warranty. I would say that as long as the rest of the elliptical is good, the pedals should be covered under the warranty. The pedals are the weakest part of this machine and the part that holds all the weight and they should make good on their written LIFETIME warranty.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had a Lifetime Warranty on the drive motor for my treadmill and when I contacted them I was informed they went bankrupt and the warranty was void.
Unable to get replacement parts
My (3) year old Smooth Fitness 5.45 treadmill needs a new motor control board. It broke down in February of 2013. I called Smooth Fitness to order and pay for a new control board. I was told the board for my model would not be available until June of 2013. I called back in June and it is still not available. I have called back every month since then and it is January of 2014 and still not in stock. This part has been out of stock for almost (1) year and I am unable to use my treadmill. I have no choice but to haul this treadmill to the dump and buy a new treadmill. I will never buy a smooth fitness product again.
Defective Product, no support
My company recently bought a V390 bicycle, which has a defective component. No answer to e-mails, telephone calls, etc. The only person we could reach was in sales, who didn't help. Fianlly they agreed to send a replacement component, but didn't. We tried again, but that didn't work. We wanted to return the product, but their installers destroyed the box. Smooth says we need the box. Nice Catch 22, right?
I searched online and found some questions about their finances.
Save your money. Go elsewhere.
The complaint has been investigated and resolved to the customer’s satisfaction.
order was cancelled but they charged my credit card
I ordered a treadmill online from smooth fitness.ca on January 24, 2013. I received an email from Smooth Fitness confirming my order with a tracking number to track the order online within 1-2 business day. After 3 days, the tracking number was not working so I emailed the customer service and asked why the tracking number was not working. No one replied to my email so I sent another email and requested to cancel my order. Next day, Ed from Smooth Fitness called me to reassure that everything was in order and that I should be able to track the order online on February 1 and I should receive the treadmill within 2-3 weeks. I still could not track the order after 2 days so I called the customer service on Feb 5th and talked to Teresa who told me the order was cancelled because there was additional $200 for shipping to Canada which the Smooth Fitness did not want to pay. I thought that was the end of deal so I made other arrangements with a local company to purchase a treadmill. A week later, I received another email from Smooth Fitness that the order was just approved and will be shipped in the next 7-10 days. I called the customer service and talked to Teresa who again reassured me that the order was cancelled and she would talk to their warehouse to make sure they are not shipping the treadmill. 10 minutes later, I got a phone call from Ed (Smooth Fitness general manager?) that they had decided to pay for the additional cost of shipping and the treadmill will be shipped in the next 7-10 days. I told him that I had made other arrangements and purchased a treadmill from another company but he insisted that they were going to send it any way. At this time, they charged my credit card for the order which was cancelled 10 days earlier. I contacted Ed again on Feb 19 to ask why they charged me for a cancelled order but he totally denied that the order was cancelled. He advised me not to dispute the order as it would cost me more. He said the cheapest way would be to pay for the shipping cost (both ways) plus 20% restocking fee which will come up to the cost of treadmill. I guess this is the way this company is making money by forcing you to pay the shipping cost plus %20 restocking fees. What a scam! Do not purchase anything from this company. This is a fraud business.
The complaint has been investigated and resolved to the customer’s satisfaction.
My treadmill needs the engine replaced. A technician ordered it months ago from the company Smooth Fitness. They keep giving me excuses as to why the part ordered has not arrived. This has been going on since April and its now October.
This scam company is full of liars and cheaters. They say they will call you, but they never do. If you have a repair ( as we did), they will send you bogus work orders. They will call you before Holiday season and say that 'all are in vacation, we will contact you once we're back'. But nobody calls. They sell junk machines, and one of their technicians referred to their product as 'junk machine' with us. We have been waiting for the elliptical machine that we purchased from them to be repaired for 6 months. We complained to BBB, but they (SF) hide under their *** and do not respond when you demand concrete answers. I have never ever seen such a bunch of liars in my whole life. They will have to face the affected customers via the Pennsylvania Attorney and/or the Federal Trade Commission.
I advise you and other affected customers, send complaints to the Pennsylvania Attorney based in Harrisburg, PA. When we talked to the PA Attorney's office, the responding clerk told us that there a lot of complaints already on this company and should they receive enough complaints in writing against the company, they will act.
Also, complain to the Federal Trade Commission by phone at 1-877-FTC-HELP [protected]). We have already filed a complaint with them. They said the same thing, if they receive enough complaints, they will investigate whether the company is indulging in wrongful business practices. Lets put our efforts together.
https://www.bbb.org/consumer-complaints/file-a-complaint/get-started
http://www.attorneygeneral.gov/complaints.aspx?id=451
https://www.ftccomplaintassistant.gov/
Do not deal with service issues
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:-(.
The complaint has been investigated and resolved to the customer’s satisfaction.
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 http://www.attorneygeneral.gov/index.aspx
http://www.attorneygeneral.gov/complaints.aspx?id=451
poor customer service
I agree with the other complaints. They completely false advertise. The 60 day trial is not a trial. They charge you to the freigth charge back.
I called just to ask on the status of my order it shows that it is out for delivery but I have no phone call. I called 3 seperate times, never raised my voice. The first time the person said they would get back to me never did. The second time the guy yelled at me. The third time the guy hung up on me. I did not raise my voice. I just had one question, "where is my order".
The owner of this company is unknown, a thief and cannot be reached. Once they get your money they don't care about the service. Do not belive the online review site.
The complaint has been investigated and resolved to the customer’s satisfaction.
Good afternoon,
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 agree with the complaints regarding the poor customer service of Smooth Fitness. They delivered an elliptical machine to me that their own field tech described as scrape metal. I purchased the machine on 8/9/13 and I have still not been refunded my money. I have had to initiate all of the contact with the Smooth Fitness customer service department and it always requires frequent follow ups. Do not purchase a product from this company and expect even average customer service if you have any problems with it.
company is out of business!
To all those complaining about the brand Smooth Fitness - please be aware...
Smooth Fitness is a "brand" of fitness equipment. It was owned by Internet Fitness.com /dba Smooth Fitness until the company closed its doors on 11/30/12.
After several weeks of being closed, new ownership PURCHASED the brand of "smooth Fitness" which has been manufacturing high quality home fitness equipment for more than 25 years. The new company's name is : Smooth Fitness, LLC and since opening mid Dec 2012, has graciously honored and is still honoring all prior customers orders that went unfulfilled when the old company closed its doors in Nov. 2012
The new company "Smooth Fitness, LLC" is a totally new corporation that is 100% committed to both present customers and past customers of smooth fitness products. It is shipping all outstanding orders left by the old smooth co, and honoring all warranties of prior customers. The company has the the wherewithal to continue to manufacture high quality home fitness equipment offered to consumers at remarkable values. We sincerely regret that many calls and emails went unanswered or received delayed response as we have been spending time shipping all outstanding orders and establishing the new company..Smooth Fitness, LLC.
I hope this helps explain to those of you that have been frustrated on your delayed deliveries but please know that the NEW COMPANY, SMOOTH FITNESS, LLC... is striving to establish solid, customer oriented operations dedicated to the delight of our past and future customers. Please bear with us while we clean up from the old and ring in the new!
Don't hesitate to email us directly at www.smoothfitness.com with any/all issues and we will be as prompt as possible to get your questions answered. Thank you all.
The complaint has been investigated and resolved to the customer’s satisfaction.
DO NOT BUY FROM SMOOTH FITNESS THEY ARE INCOMPETENT THIEVES!!
So I was shopping around for folding treadmill when I made the unfortunate decision to purchase a SMOOTH 5.65 TREADMILL directly from the Smooth Fitness website www.smoothfitness.com over thanksgiving weekend. Instinct kicked in right in the knack of time because I immediately called cancel the order. Monday morning there was a charge to my CC, so I called Smooth Fitness to confirm the cancellation and get refund. After a series of emails and a couple of phone calls - 1 month later I still have not received a refund on my credit card - apparently because of their lack of business knowledge and general incompetence - they have either shut down their operations - or bought some bust out company's assets - or lost something - or went out of business - or warehouses are on strike - depends on who you speak to the 2 times they actually do answer their phones and you are not forwarded to a voicemail box for a call that will NEVER be returned - or what general email has been auto set to respond to all your email inquiries! I am being told that I didn't actually purchase the equipment from smooth fitness, even though I bought it directly at their website and the charge on my CC says Smooth Fitness - King of Prussia. I bought it from some other useless company that ended up going out of business and whose assets were absorbed by Smooth Fitness - BUT since they are not that bust company they cannot give me my money back because they are not that bust company, they are Smooth Fitness. I know right!? What a Load of I was told the only way to get my money back is to go through the process of a disputing the charge and getting chargeback from my CC company, a process that will possibly take 6-8weeks. Right in the middle of holiday shopping season. Customer Service is insufferable! I was actually in some sort of physical pain and mental distress by the time I was done talking to the returns lady yesterday. They give programmed responses and make no attempt to help you whatsoever - I've had better conversations with my dogs! So folks, unless you have about $800+ that you don't really need and want to get caught up in some useless, POS company's incompetent merger woes and customer service alike - do yourself a favor and take your business elsewhere! Next stop, BBB
My wife and I also purchased from smooth fitness during Thanksgiving weekend.It's been over a month and we have not received our "ELLIPTICAL".ITS PRETTY SAD WHEN A COMPANY LIKE SMOOTH FITNESS DOES THIS TO HONEST CUSTOMERS. I called and was surprised that someone finally answered the phone .The representatives name was ALISON SEEZOX .She said the company was being sold during the holidays and they were told to stop all business until the completion of the sale. I did see that they had posted on there website about a strike with union workers that made all deliveries delayed . Even If all this did happened, it still doe's not make it right that we the customer have to suffer because of there POOR BUSINESS PRACTICES. SMOOTH FITNESS! DO THE HONORABLE THING COMPLETE OUR ORDERS, REFUND OUR MONEY AND HAVE SOME INTEGRITY FOR YOUR CUSTOMERS.
All customers affected by this terrible business, Smooth Fitness, please visit this website: http://www.attorneygeneral.gov/complaints.aspx?id=451. "In certain instances, when there is a compelling public interest or where there are a number of complaints against the same business, the Bureau of Consumer Protection may file a lawsuit in state or federal court seeking relief on behalf of consumers.". The customers who have been affected by Smooth Fitness should all send a letter with all the evidences(receipts, emails, etc) attached. If they get complaints from a lot of customers, they will probably file a lawsuit against the company. We will have a chance to not only get back our money but also save gullible, future customers from making a big mistake of buying fitness equipment from this company. We can make this company to pay for conducting unethical business and duping customers of their hard-earned money.
YES this is 100% accurate of my experience, too.. SMOOTH FITNESS is BANKRUPT. DO NOT ORDER. ALL MONEY WILL BE LOST.
takes money no product
Took our money and no treadmill. I do not buy the line about the strike! No communication from your company! Bad customer service. I have called, emailed, and written letters but no response! Please people do not waste your money on this company. I have filed against them with my credit card. They should be ashamed of what they do!
The complaint has been investigated and resolved to the customer’s satisfaction.
Mr. Hebert:
May I ask, what are you doing on this forum? You are (or claim to be) the President of Smooth Fitness and you are here on this complaints board pretending to solve customer problems. If you were sincere enough, you would have returned the money of all the affected customers after apologizing to them publicly on your website. If your company was sincere enough to deal with customer issues, there wouldn't be so many complaints against you. If you really are the President of this company and would like to solve my problem, then please check the BBB complaints that you received recently. Anyway, we have already talked to the Federal Trade Commission and lodged a complaint against your company for scamming customers. So be ready for some news from the FTC and the Pennsylvania Attorney in the near future.
Max, could you email me the issues you are having with your equipment so I can have a service representative call you and fix your issue. You can email me directly at rich.hebert@smoothfitness.com. We are dedicated to making sure all of our customers are more than satisfied with our equipment, I look forward to your email.
If you are still having issues, please complain to the office of attorney general Pennsylvania. Please take time to file a complaint against this fraudulent company, Smooth Fitness.
http://www.attorneygeneral.gov/complaints.aspx?id=451
I have purchased an equipment from them in June 2012 and stopped functioning within 15 days. They dont send a technician to look at it (forget about replacing parts), nor take the equipment back. Their customer service is rude, people who work at Smooth Fitness are experts at lying and the management doesnt show any ethical values. I filed a complaint with the attorney generals office and federal trade commission and waiting to hear a response from them.
I am Rich Hebert, the president of Smooth Fitness. The company is indeed alive and well, having recently welcomed new owners who are investing millions of dollars to support the company's expansion. We are fulfilling all orders, standing behind warranties for all product sold, providing customer service via phone and email and on-site technical support when requested. If you've purchased from Smooth before, rest assured your warranty and service agreements are fully in force and any service requests you place with us will be handled promptly and to your complete satisfaction. Contrary to what the posters above have said or implied, the company is not "fly by night" or a "scam" and the positive reviews of our products, which have been on the market for over 25 years, are legitimate. Moreover, we have just introduced several new products and will be introducing several more in the next few weeks; our just-released tablet-based App virtual trainer, MySmooth, is receiving rave reviews from users. I invite you to visit us at SmoothFitness.com or call us [protected]. Feel free to contact me directly at rich.hebert@smoothfitness.com
Getting our money back
I know that have a posting about union strikes on the docks is why there are not answering.. I believe they are going out of business, anyways everyone who has paid money for their China made pieces of junk should join to file a class action lawsuit. Im sure with enough of us a lawyer we can get some if not all of out money back. Let's not sit back on this and lose our money. I believe the parent company is Chi Hua fitness co. ltd Email:[protected]@ms33.hinet.net I am going to try and make contact with them and continue to look for results
I agree, I will look into contacting in NC to see what can be done.
Please file a complaint with Office of Attorney General, Pennsylvania and Federal Trade commission too. I am in the same boat, duped by Smooth fitness.
http://www.ftc.gov/ftc/contact.shtm
http://www.attorneygeneral.gov/complaints.aspx?id=451
The new management refuses to refund me for my cancelled order. DO NOT BUY FROM THIS UNETHICAL BUSINESS. If they cheated me, there is no reason why they won't cheat you.
Yes, all the customers who have been affected by this company should file a lawsuit against this company and/or report the issues that customers have been having in the mainstream press. We have contacted the Pennsylvania Justice Department who asked us to send all the documents to them so that they can pursue the issue. These guys should pay for duping the customers by selling junk products.
out of business
I ordered an elliptical on 11-26-2012. Was told it was in stock and would ship shortly and that I would receive an email invoice with shipping information. After waiting a week and receiving no email I called and emailed customer service on [protected]. Only a recorded message, so I left my number for a return call. NO return call was received. On [protected] called again and recorded message said they had ceased operations and were seeking financing to continue operations. I emailed customer service and cancelled my order and called my bank and disputed the charge to my credit card.
DO NOT ORDER FROM THESE CROOKS!
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased a Smooth Fitness 6.25 Treadmill on 9/21/08. On the invoice there is a line that states "WAR-T-5YP1YL followed by Warranty: Life Frame & Motor, 5 Yr Parts, 1 Yr Labor". On 5/2/14 I called Smooth Fitness about the motor making a loud wining sound and Kevin (?) at Smooth said the motor probably needs to be replaced. But the replacement motor cost is not covered under my warranty since the noise is "caused by wear and tear". He said "wear and tear" is not covered under the lifetime warranty. The motor replacement cost would be about $450 plus labor. I asked him under what conditions would the motor be covered and he could not name any. FYI: I am 63 and use my treadmill at most 3 times a week at a maximum speed of 2.8 miles per hr, so I am definitely not a jogging speed demon on it!
I purchased a treadmill last year from Smooth Fitness. It's been a great treadmill, very heavy duty. It was delivered and set up and I've and no issues.
I read all the reports about them going out of business, so was concerned. As near as I can tell they are just under new owners. I hope this is the case as my treadmill came with a 7 year warranty. The treadmill is high quality and I love it.
I pretty much explained it on the post and until today February 20 still nothing, not even a follow up from Smooth.
We sincerely apologize for the issue you had with regards to delivery. Would you mind emailing me the particulars of your situation so I can make sure this never happens again? Rich.Hebert@smoothfitness.com
I am currently having the same issue as all the posts above. I ordered a 5.65 treadmill on January 25 2013 and my credit card was billed immediately. This treadmill was supposed to be a Valentine's gift for my wife and I was assured that it would arrive on time. I did get an email with a link to Ceva which is the shipper and it said that the estimated delivery time was February 11 2013. On February 11 I got a call from Ceva that they would deliver on February 13 2013 between noon and 4PM but that was a no show. I called Ceva the next day and the rep I spoke to said that it was in Toronto ( I live in Calgary, over 2000km from Toronto). I called Smooth and was told that I would receive a call from Ceva for delivery on the 14Th. Of course no call and no delivery. On the 15Th I called my credit card company and filed a dispute, They can handle it with them. Luckily I was assured by the credit card company that I would get my money back and went out and bought a treadmill at Sears. This company is a joke and only good in taking your money.
I am Rich Hebert, the president of Smooth Fitness. The company is indeed alive and well, having recently welcomed new owners who are investing millions of dollars to support the company's expansion. We are fulfilling all orders, standing behind warranties for all product sold, providing customer service via phone and email and on-site technical support when requested. If you've purchased from Smooth before, rest assured your warranty and service agreements are fully in force and any service requests you place with us will be handled promptly and to your complete satisfaction. Contrary to what the posters above have said or implied, the company is not "fly by night" or a "scam" and the positive reviews of our products, which have been on the market for over 25 years, are legitimate. Moreover, we have just introduced several new products and will be introducing several more in the next few weeks; our just-released tablet-based App virtual trainer, MySmooth, is receiving rave reviews from users. I invite you to visit us at SmoothFitness.com or call us [protected]. Feel free to contact me directly at rich.hebert@smoothfitness.com
Same issue with us. Hoping my credit card company will be able to get a better response than I could.
They refuse to refund my money. That's what I meant by not fulfilling past commitments. DO NOT TRUST THIS COMPANY.
I would get my money back do not get any of their equipment trust me.
It appears that they are under new ownership but the new owners aren't fulfilling past commitments. What an amazing ethical way to start a business (not). Do not buy from these people.
Scam
I have purchased treadmill from Smooth Fitness for $1700 back in October. After several calls and not answered emails they kept promising on delivery in closest time. I have called today Smooth Fitness, on 4th of December 2012, and auto-answering machine keeps telling, that Smooth Fitness suspended its operations. This company and their management should be sued in court for their fraud and scam!
Completely the same situation. They promised to credit my account with difference in current and my purchase price - never happened. They do not have any other contacts except the phones, and no chance to get hold of anybody.
Well, check one review on Amazon . They are paying their customers for positive reviews! What corrupt company! Their website is full of glowing comments about their products, what a joke! And there are plenty of customers who are just fed up of this scam of a company. The company's President is trolling on complaintsboard...what else can you say...Dear customers defrauded by Smooth Fitness, take about 30 min of your time and complain to the Federal Trade Commission and the Penn State Attorney's office to get you money back and save future customers from being scammed by this company. The FTC could levy heavy fines on SF (or close it completely), in addition to helping get our money back.
Please file a complaint with the Office of Attorney General, Pennsylvania and Federal Trade Commission. If they receive enough complaints, they can take some action. Smooth Fitness doesnt care to respond to BBB. If you live in Pennsylvania, you can go to small claims court. You can find all the information on the website below.
http://fjd.phila.gov/municipal/civil/
http://www.attorneygeneral.gov/complaints.aspx?id=451
http://www.ftc.gov/ftc/contact.shtm
These guys sell junk machines to their customers. We have been trying to get our elliptical machine repaired for 4 months. It worked for just one week! I think all the affected customers must contact the PA department of justice (http://www.justice.gov/usao/pae/). We contacted them and they asked us to send all the documents so that they can look into the issue. Hiring a lawyer is expensive, so this may be a good option. If the Department gets several complaints, may be they will act. We should teach a lesson to this company for duping customers by selling junk products.
exact same situation for me...I called them and actually got a hold of someone about 3 or 4 weeks ago and canceled the order and was told that I would receive a credit in 7 - 10 business days. Still no credit and now impossible to contact anyone there phone or email...anyone have any other means of contacting them?
Terrible company
I ordered an elliptical from Smooth Fitness and was told that it was in stock and would ship within a few days and would receive a confirmation email given shipping details. When I did not receive an email confirming shipment I sent an email to try and find out what was going on and did not get a response so I called several times. The first time I called I was told the device was being prepared for shipment and would ship that day and I would get an email, the second time I called after no email came I was told the warehouse had it ready to go and I would receive an email, the third time I called after receiving no email I finally got someone with a working brain and she told me the device was on back-order and would be available in two to three weeks. During all this calling I found out that Smooth Fitness had already charged my credit card. Needless to say I lost my cool and told her what I thought about her company. I promptly canceled the order and was told it would be 7 - 10 days before they could credit my account, it has now been three weeks and I still have not received a credit. While I was canceling the order the person I was talking to called me a jerk off and hung on me, very professional. I contacted my credit card provider and we are in the process of getting the credit back. In my opinion it is a sign of a bad company when they charge your credit card before the equipment ships and had I done some research I would have known not to order from Smooth Fitness. I would strongly advice anyone considering ordering from this company to find another place to buy from. Do not believe the reviews you will see on the Smooth Fitness web site.
The complaint has been investigated and resolved to the customer’s satisfaction.
Just ordered a September 7, 2014 day ago and i originally wanted to try it for only $19.99 for 30 day .I was charged $256.74.
I called next day September 8, 2014 to cancel order they boldly refused to cancel an order a day old .Refused to refund unauthorized amount of $245.74 that over drafting my account .Representatives were rude nasty hung phone on me 4 times .Representative's did leave me on hold long time most horrible customer service .I will be filing a complaint with Better business Bureau and filing with the federal trade commission too.
BEWARE! On 7-22 I saw the ad for the sitNcycle, went online to look at it as they were giving a 30 day Trial offer for 19.99. The full price of the thing was NOT SHOWING on that page so I clicked the next and saw that I had ordered this product for $259.89. This was 3:00 am. I called to cancel the order at 8:00 am and was told that I could not cancel because the item had ALREADY SHIPPED! I was told that all I had to do was "send it back" when it arrived and they would credit the money back. They had charged the card already. I told them that was impossible, yet a manager insisted that it shipped. WHAT A LIAR, WHAT A SCAM! On 7-24 I recieved an email stating that the item was just shipped. Again, WHAT LIARS & WHAT A SCAM!
DO NOT PURCHASE ANYTHING FROM THIS BUSINESS!
My experience is very similar. I bought a CE7.4 elliptical trainer. They did ship it promptly and it worked well for a year. However after a year the pedals broke off. There is a 2-year guarantee so I have called their customer support line 7 times. Every time I get the same answering machine where someone says they will call back, and they never do. This is the worst customer support I have ever come across and I would never buy anything from this bunch again. (I am in the UK).
I had the same bad experience, ordered a treadmill for my wife for Christmas, on Nov 26th. Was told that the treadmill would be shipped in 2 weeks. Needless to say, I never received the treadmill, and never got any status on the order by Smooth Fitness.
Sent emails and did finally get a reply, your unit is a popular unit that is in high demand, and so on, just a bunch of excuses, one after another.
After locating this site I quickly canceled my order and plan on purchasing a treadmill from Sole.
My recommendation to Smooth, just be honest, don't feed a bunch of bull to the customer.
Don't set delivery dates that you have no shot of meeting.
The csr may have been "unprofessional" but I'm sure he was right about you. I'm guessing you're morbidly obese as well.
I have a Smooth Treadmill that is 3 years old and no problems. I was getting ready to buy their Elliptical until I found this site. I think I'll wait until they get their problems solved.
Smooth Fitness is the worst business I have ever dealt with. We bought an Elliptical machine in early August and the machine broke in a few days. From then on our problems started. We probably made a minimum 50-60 phone calls to get the machine repaired. All along they promised to contact somebody to repair the machine, never anyone arrived. We easily sent 20 or more emails, they never give a direct reply. It is astonishing that a company can practice such bad business practices even after receiving so many complaints. This is December and till now, our machine has not been repaired. We have told them to take back their machine and return our money, but they would not do that. To contrast, we bought a Sony LED TV, which had a big time repair, and we called Sony who, as they couldn't find a brand new TV in the same range, gave us a brand-new bigger TV within a short time, with apologies for the original TV going bad. I recommend that NOBODY buy any fitness equipment from Smooth Fitness. You will regret your decision big big time.
S35
I am in the same boat, I ordered an Agile DMT on 10/22. Been told 3 times it would ship. Called today (12/4/2012) to cancel the order and there is now a recording on their 800 number that they are "seeking new financial arrangements", i.e. they are out of money! Great! The message says to check back with the website next week. Strange that today the website is still taking orders!
Time to see what the credit card company can do...
Smooth Fitness did the exact same thing with a Treadmill that we ordered, same exact routine. They told us 7-10 business days (about a month after I ordered I was complaining) and after 15 business days I did a chargeback. So it was closer to 2 months from the time I ordered that they still had my money. It is very unreputable to charge the credit card before shipping out the item.
So I had 2 months of interest ($30) I was paying for on a $900 treadmill and I didn't even have the damn thing in my house.
So with charging back I get my interest back too. NEVER AGAIN, they must have cash flow problems.
If they have an item on back order why aren't they honest and state that on their website...so others are ordering weeks after I ordered mine and they have no idea the item is supposedly on "back order". They need your money-- and if they stated that up front people would hesitate to order.
I completely agree with the customer above. I ordered a unit on August 15th 2012 and they guaranteed delivery to my place by the end of August. Needless to say I did not get the unitl until middle of October and they just had excuse after excuse, but they charged my credit card immediately when the order was placed. At the end of August when they could not deliver, Ed Behrle had promissed a small 50$ refund back to my credit card immediately for the delays but I have still not seen that refund and it is now Nov 5th 2012. I have tried to contact him for the past 2+ months and at first he just kept telling me that he processed the refund himself and it should be on my account right away and now he wont even return a phone call. Yes I would have to agree that Smoothfitness is a complete SCAM and a company that is not going to last many more years with the number of reviews that I have since read which are completely negative about the quality of this company. I can only imagine what is going to happen when I need warranty work done sometime in the future. So much for buying on the fact that they offer a better warranty than most, because they are not going to be around long enough to honor that warranty.
I have also heard from the shipping company that other people in my region have had the exact same problems and experiences so this is not a one off situation by anymeans and probably the exact reason you can not get a hold of anyone in this company as they are hiding behind voice mail and junior salespeople answering the phones. WHAT A MISTAKE I MADE BUYING FROM SMOOTHFITNESS. Derek
NOT SO SMOOTH
Smooth Fitness was not so Smooth...when it came to my Elliptical purchase...CE 3.0. They sent me a lemon, sent someone to fix it and even gave me some credit but gave me a terrible hassle when the issues didn't stop popping...I have stored a piece of metal in my home since March and never had a chance to use it because of mechanical issues...and now they just don't want to deal with it...so instead of replacing the equipment in a professional fashion, as that would be too much of an ego bruise for their Customer Service, , , they just want to take it back for "testing" and give me my money back after my having to spend time chasing them for endless follow ups...I am glad that i am returning it but I will make sure that everyone else knows how they are...it looks like they DELETED my facebook post cos they couldn't stomach the truth. Their 'Sales Guy' called (yelling at the top of his lungs trying to intimidate me (called me immature for complaining and unreasonable for wanting what I believed to be rightful). Expecting an apology from their team would be hoping for peace on earth!
I have never done this before, but I think people deserve to know about my experience because I decided to buy the unit in the first place based upon online reviews and how splendid their customer services was regarded to be...I am enraged at how it turned out.
Wow! I just realized (upon rereading) how much more lies Smooth posted in the above post...I called the Freight Co. and the Technician, and no one knew about the order to pick up the equipment from my place.
Watch out, they are saying they give you the so called full product refund as they are supposedly giving me 9read the fine print ...) and what they fail to disclose is that all the hassle you go through is on your dime...and a hassle it is, each time you deal with their folks...
I HAVE YET TO BE CONTACTED BY YOUR FREIGHT COMPANY OR ANYONE ELSE FOR PICK UP...YOUR FAULTY EQUIPMENT IS NOT ONLY AN EYE SORE AT THIS POINT BUT MOST DEFINITELY TAKING UP SPACE IN MY HOME AND A NASTY REMINDER OF FALSE INFORMATION ONLINE...
I love the way your PR folks try to sound so innocent and how they bent over backwards to accomodate me...if you had only focused more on product quality and your QC process...we wouldn't even be having this discussion..
Smooth Management...Way to go and invest your resources in damage control...cos you are most definitely incapable of anything else.
Please complain to the Office of Attorney General, Pennsylvania. There are lot of complaints against this fraudulent company.
http://www.attorneygeneral.gov/complaints.aspx?id=451
I absolutely tend to believe the complaints against the Smooth Fitness company. I have been dealing with issues for the last 2 years, ever since purchasing an Agile Elliptical. My experiences sound much the same as those lain out above...
In fact... I've been reading this review as I am on the phone with yet another customer service rep... and this time, I just got YELLED AT by the customer service manager, Linda Manfredi, as she told me just how LUCKY and BLESSED I should feel that she is HONORING the Smooth Fitness warranty on MY BRAND NEW MACHINE. She explained that really the company has no real need to cover the warranty of my Agile Elliptical since the new company has only purchased the Smooth Fitness Brand and manufacturing option, or whatever. My machine does not have 100 miles on it, and it has been nothing but trouble for us, and now another tech is supposed to come out and look at the problems... but it has taken me over a MONTH in order to get someone at Smooth Fitness to actually call and put in an order for a technician to visit. I make several phone calls, each time being assured that an order has been placed, but then the next customer service rep "can't find anything like that noted in your account..."... yep, you just keep assuring us that you're dedicated to great customer service, and in the meantime, I'll try and get my money back.
I too have had nothing but problems with mine now no response. This is the wrong to conduct business. Something has to be corrected and fixed.
CLEARLY A LUNATIC
Without trying to trial this situation in the court of public opinion, Smooth Fitness has made the decision to provide a formal response to this particular posting.
Smooth Fitness has done everything possible to assist this customer. Our efforts have been refused. Our intention is certainly not to deliver equipment that is inoperable, but with the many components and electronics of fitness equipment today, sometimes the unthinkable occurs- and our industry leading warranties provide customers with the best possible protection and service. After repeated attempts, nothing we can say at this point has been acceptable to Ms. Sattar.
We have sincerely apologized to Ms. Sattar on many occasions, offered service, repair, replacement, full refund and credits and we were unfortunately unable to satisfy her demands. She has instead demanded enormous additional compensation credit (well beyond what she paid for the equipment) demands new equipment be delivered with the additional guarantee of her never having to have a repair/service in the future ever (something beyond our control to promise). We have offered to pick up the unit at our expense and provide a full refund, and to date, Ms. Sattar refuses to allow our freight company to pick up the unit! Instead, Ms. Sattar has taken to the web to unfairly disparage Smooth Fitness in an attempt to have her unreasonable demands satisfied. It is unfortunate that these complaint sites, allow customers to post inaccurate accounts and attempts to damage a reputable business unfairly who possesses a 25 year plus reputation for product and service excellence.
The Facebook post this customer made was indeed removed by Smooth because of its tone and inconsistencies which were not appropriate nor accurate. Ms Sattar later admitted that she wrote it in a fit of rage and should have probably thought it through first.
Ms. Sattar’s posting here-in ; which is full of inaccuracies and variations on the truth; was vital for Smooth Fitness to respond to in the best interest of other shoppers who may read this in the future and obtain a slanted account of a situation that may indeed influence their purchase decision. We have been and always will treat our customers fairly, provide excellent products and services and have treated this customer with the highest respect and professionalism. Customers always have Smooth’s Guarantee of 60 days to return their equipment with no questions asked for a full product refund.
Our last offer to Ms. Sattar was to have the equipment picked up by us and we will provide a full product refund. Our freight company has attempted to schedule this pickup and the customer is currently non-responsive to their calls. Although this is not our policy, we made this exception in the interest of compromise and to help Ms. Sattar and Smooth move on. We are crediting her the full amount that she paid for the unit, and we will be picking it up at our expense as promised once she schedules with the freight company for the pickup.
Smooth Fitness Tip: Please be wary of how much stock you put in critical reviews. As in this case, they can be misleading and posted; as this was in anger and rage; and may not accurately depict the situation. Weigh the bad and the good and always make a fair and balanced decision to purchase based on a merchant’s long standing record, years of reviews and not on isolated incidents that may not tell you the whole story.
Treadmill
I ordered a treadmill (the 9.35 LC model) online for $2300 expecting a "high-end" nice piece of gym equipment. The product arrive with damaged LCD/electronics, so it hasn't worked. I understand that this can happen, so called to have the company replace/fix the new machine. For over a week, I have been attempting to get anyone at the company to respond (phone, voice message, repeated e-mails - nothing!) I have never experienced such poor customer service in my life! I am returning the treadmill (which I'm sure will be a nightmare given my experience so far!) All from a company that claims to have the best warranty in the industry - that's pretty funny! Do yourself a favor and don't do business with Smooth Fitness!
The complaint has been investigated and resolved to the customer’s satisfaction.
we are going through a similar situation. our treadmill is 3 years old and has had
the motor replaced four times. the motor control board has been replaced three times, and is now shorting out and sparking. they will not even give a pro-rated refund, they just keep sending bad parts. this treadmill is junk. do not buy. $2300 wasted.
BAD CUSTOMER SERVICE
I purchased the smooth fitness model CE 7.4 in Jan 2007, paying 2100$ for it. It has been working fine. I had couple of issues with worn out pedals that they sent replacements for as I have life time of parts on this machine. Last December the buttons start, stop and enter stopped working. Also the buttons to increase/decrease resistance and time also stopped working. They were getting increasingly difficult to press before and they stopped working.
I called Customer service at the beginning of the year. I have not been able to get hold of anyone. I have left couple of voicemails. I sent an email to customer service email address. I got a response that some one will get in touch with me. But I have not received any response in the last week.
This is appalling. I did not expect the lifetime of this expensive machine to be just 5 years. The customer service is really bad and rude.
So Buyers beware!
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Smooth Fitness emailscustomer-service@smoothfitness.com100%Confidence score: 100%Support
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Smooth Fitness address1500 South 1000 West, Logan, Utah, 84321, United States
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024 - View all Smooth Fitness contacts
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