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Business Profile

Exercise Machines

Diamondback Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I purchased a Diamondback 1260sr recumbent bike that is still under warranty for the frame and brake. The brake no longer works and I have filled out multiple online forms for several weeks for help and nobody replies. I got someone on the phone once and was given instructions for how to fix the problem, but for the wrong bike. There are 9 days left on the warranty and I want to get this resolved immediately.

  • Initial Complaint

    Date:10/14/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I ordered a Diamondback Fitness Model 910sr Recumbent Magnetic Exercise Bike for $950 back in January of 2021. I took delivery on 2/3/21 (start of warranty?). Came with 1 year parts and labor, 2 year parts warranty. Within a year I noticed the bike slipping when I exercised at high resistance. However, I did not contact Diamondback by email until 3/13/22. They do not answer their phone for service and don't respond by phone at all . That's why I've emailed (over 80 emails on this with them). They said they would not honor the parts and labor warranty since it was over a year. They tried to walk me through diagnosing the problem. By 3/21/22, after many emails, they diagnosed a bad belt. Belt not delivered until 4/20/22 but came without installation instructions. By 5/10/22 I figured out I was never going to be able to replace it. I asked for service companies and was given a list. I contacted one but it no longer serviced Diamondbacks. The other said a service visit would cost about $129 minimum. I waited until June but finally broke down and made an appointment. 7/1/22 Fitness Machine Technicians came and said it was a bad flywheel assembly (eddy *********** They said this was the basic part of the bike and should never have failed in only a year of service. They said it should all be covered under warranty--parts and labor. I relayed this to ****, the only person I've been in contact on this with at Diamondback. He said no but would order the part. I have yet to receive the part despite many emails and it is now 10/14/22--over 3.5 months later. When it comes, I'll have to pay at least another $129 to get it installed. This is the nature of the dispute: they aren't honoring their warranty and by my reckoning are dragging their feet in everything they are supposedly doing. I can forward emails and their service request numbers generated in response to my requests (***** is original one).

Diamondback Fitness is NOT a BBB Accredited Business.

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