Complaints

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:08/03/2024

  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.

  Dear Better Business Bureau,I am reaching out to file a complaint against Fitness Town, located at *******************************************************, for failing to deliver purchased fitness equipment and delaying the agreed refund. My initial purchase on October 12, 2023, totaled CAD ******** (receipt number **************), including a V ************** worth CAD *****, promised within 6 to 8 weeks.Five months have elapsed without receiving the leg press or any update on the delay. Following this, I requested a refund on February 17, 2024, which Fitness Town agreed to. However, over three weeks later, the refund remains unprocessed, with repeated promises of resolution within another two weeks but no follow-up.Despite numerous attempts (over 10 calls and visits) to resolve this directly with Fitness Town, the lack of communication and action has been frustrating. This situation not only affects my personal plans but also diminishes my trust in the businesss reliability and customer service.I am seeking ********************* assistance to urge Fitness Town to promptly process my refund of CAD ***** for the undelivered item. Your intervention in advocating for consumers rights and holding businesses accountable is invaluable, and I appreciate your support in resolving this matter efficiently.Thank you for your attention and help.Sincerely,*****************

  Business Response

  Date: 12/03/2024

  The request for refund has been sent to head office. It will be processed there, and a cheque will be dropped off at the Marine Drive location on ****************************.
  
  The customer has been informed that he will be notified when the cheque arrives. 

• Initial Complaint

  Date:31/10/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 May 1, 2023 I purchased an elliptical exercise equipment from Fitness Town Burnaby that was delivered and set up in my home. When I first tried the elliptical (while the installers were still there) I immediately noticed a squealing sound. I was told by the installers that the sound was caused by the machine being new and I just needed to use it so the sound would go away. I did not think that this was a normal sound so I contacted the store right away to inform them. I was asked to give it a couple of weeks of use to see if the sound would stop. On May 18th I sent a video to the store manager so that he could hear the noise. He told me that he would send someone out to fix it. The first visit from a technician happened on June 9th, with subsequent appointments being made because the problem was not fixed. Parts were changed on the machine, including sway bars and wheels, and the squealing sounds did not stop. I have reviewed my email communication and there were at least 3 more appointments after June 9th. I started asking for the machine to be returned and my money refunded on July 19th. Finally after multiple conversations with the store manager and a customer service manager, the machine was removed on August 18th. I have yet to receive my refund, and the response from the store manager is that the request has been submitted and that cheques are prepared at the beginning of the month. It has now been 2 months and I have not received the refund. The last email I sent
  asking for an update on my refund (on October 17th) did not receive a response from either the store manager or the customer service manager. I don't know what else to do so I am now asking for help from BBB. I am attaching the receipt from the purchase of the elliptical and a screen shot of an email from the store manager showing confirmation that the refund request was submitted.

  Business Response

  Date: 02/11/2023

  Hello BBB,
  
  We had attempted to repair the complainant’s unit on several
  occasions. As you can see from her report, we have sent technicians to her home
  numerous times.  After our service visits, she exclaimed that the unit was
  not repaired. She subsequently refused further service.
  
  Therefore, we picked up the machine at her residence.
  
  The product was tested for 30 minutes, and is working fine.
  The product had been repaired.
  
  The request for a refund has been sent to head office.
  
  I have confirmed that the refund will be processed.
  
  Sincerely, 

  Lou N***

  Customer Answer

  Date: 02/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The machine was removed on August 18th.  Despite multiple attempts to learn when I would receive a refund (and for what amount) I have been unable to confirm when this will happen.  I appreciate the confirmation of my refund, however does this mean I will receive it in November?  Can someone confirm the amount of the refund?
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 11/11/2023

  Hello,
  

  The
  customer will receive the check later this month (November). 

  Customer Answer

  Date: 22/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been promised a cheque for several months and have not received it yet.  I waited as long as I could to see if the payment would arrive and it has not yet been received.  I would like to keep this open until this happens.  
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 02/12/2023

  Hello, 

   

  The cheque has not been received and cashed by the complainant. 

  Customer Answer

  Date: 13/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I understand that this matter is closed (and yes I have deposited the cheque), however I am unsatisfied with how this was resolved.  I repeatedly asked for clarification on the amount I would be refunded and I did not receive a direct response. The amount I received was less than I has asked for but I did not know this until the cheque finally arrived in the mail.  I have no desire to pursue this further, but there seems to be no other way to express disappointment in my experience with Fitness Town
  
  
  
  Sincerely,
  
  
  
  ****** **********