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:10/07/2024

  Type:Service or Repair 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.

  I purchased a Pilates reformer from frame fitness August 2023 October ******* I sent an email and video to frame bc one of the springs snaps out when in use and was becoming a safety concern In December of 2023 they agreed that it was a quality issue especially bc by then the springs had broken and according to the ************* the machine shouldnt sound like thatJanuary 17 they told me they were sending me a new carriage I received the new carriage May 2024 On May 8 a technician came to install it but upon opening the box he advised the springs were broken On May 10 I was told to return the carriage and I would receive the following refund Original Purchase Price: $4,847.00 White Glove Assembly: $549.00 Total Amount Refunded: $4,298.00 I returned the product May 21 And never received the refund

  Business Response

  Date: 10/09/2024

  Kerrianne Doneghey received her reformer on August 21, 2023, and contacted Frame Fitness about an issue with her spring disengagement on October 17, 2023. Frame Fitness replied to her email and requested a video to further diagnose the issue on October 18, 2023. Kerrianne Doneghey waited 67 days to respond to Frame Fitness, and on December 24, 2023, the customer submitted the previously requested video. The video was reviewed, and it was determined that her Frame Reformer was still usable; however, she was advised to avoid using the spring that disengaged. A replacement part was ordered from the manufacturer, and the customer was informed that a tracking link would be sent when it was shipped. In the interim, Frame Fitness emailed the customer with updates about delays as additional instructions were required from the manufacturer. Kerrianne Doneghey was notified via email on April 15, 2024, that Frame Fitness was ready to schedule her installation and requested her availability. The customer did not respond to Frame Fitness for 10 days. An appointment was made for a technician to install the new carriage, but unfortunately, when the box was opened, it was discovered that the replacement part had been damaged in transit. The customer expressed frustration, and Frame Fitness decided to make an exception to their return policy and issue a refund for the cost of the reformer minus the initial delivery fee. Please note that Frame Fitness has a strict return policy that states, "If you are not satisfied with your purchase of any new Frame Reformer, you can request a return within 14 days of delivery by contacting Frame customer service to request an RMA number." It was determined that on May 21, 2024, Kerrianne Doneghey's reformer would be retrieved, and a refund would be processed. When Frame Fitness attempted to process the customer's return via Shopify, the system rejected the attempt as the initial purchase was made over 120 days ago. This is not a Frame policy; it is a Shopify policy. As a result, Frame Fitness had to pursue an alternate route to issue the refund. The bank that Frame Fitness was using was also changed during this time, contributing to the delay. The customer maintained direct contact with the founder of Frame Fitness, who attempted to issue a check and an electronic deposit. Still, it could not be received due to missing/incorrect information provided by the customer. Currently, Frame Fitness is still without the correct banking information from the customer. 

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22382050
  
  
  
  I am rejecting this response because:

  On 8/21 Melissa Bentivoglio advised she would wire me the refund and to send me bank information for a wire

  8/21 I sent Melissa my bank of america domestic wire info

  8/25 Melissa advised "I have everything i need"

  8/30 I asked for a copy of the remittance and no response

  9/3 I did not receive the wire so I emailed Melissa again, but no response

  9/4 I emailed Melissa again, Melissa responded and asked for mt wire information again. I sent another email with my wire info

  9/10 I followed up b/c wire was on received

  9/11 Melissa forwarded me an error messae from her bank, thats when I noticed they wre trying to make an e payment ACH. Melissa originally informed me it was a wire. My bank, Bankg of america, has different routing numbers for ACH and wire

  9/11 I sent another email to Melissa Bentivoglio with the routing # for ACH payments

  9/17 I never heard back from Melissa, so i followed up and asked if she needed anything else or if her bank received another rejection notice

  9/30 Melissa responded saying she was out of the office and couldnt do the ACH or accounting processing. Melissa never said she needed my bank info again

  9/30 I asvised Melissa that if I did not hear back from her by October 4th, I would seek help from a consumer agency

  10/4 I emailed Melissa and advised i would be seeking assistance and she never advised a refund was sent or that my bank info was needed. Melissa advised should would wait for the agency to contact me

  Attached are the emails with this information. All i wanted was for the refund and move on. I thought they were acting in good faith. I did everything i was supposed to. it was their product failure. This is not proper business ethics.

  
  
  
  
  Sincerely,
  
  
  
  Kerrianne Doneghey

  Business Response

  Date: 10/11/2024

  Kerrianne purchased her reformer on August 7, 2023, and accepted delivery on August 21, 2023. The customer had 14 days from the delivery date to pursue a refund. Our return policy indicates, "If you are not satisfied with your purchase of any new Frame Reformer, you can request a return within 14 days of delivery by contacting Frame customer service to request an RMA number." Our Founder went against company policy because the customer was frustrated with her experience. The Founder continued to go above and beyond to issue a refund, repeatedly stating that this was not Frame's policy. We would service and change the broken spring, which we attempted to do, but Kerrianne preferred a refund for her experience. At this time we are willing to return Kerrianne her original reformer.

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22382050
  
  
  
  I am rejecting this response because:This was not the agreement from Melissa Bentivoglio

  Melissa Bentivoglio, the CEO, notified me by email (in writing) that she would refund me the money for the defected reformer. Now, they want to send me "the original" reformer back to me?

  Melissa Bentivoglio asked for my banking information and I sent it to her three times. What was the intention of receiving my personal bank info? 

  Overall, this entire situation is very concerning. For one, we have a CEO and business, that issued (not once, but twice) a defective product and have gone back on their written promise to the customer. Second of all, it seems clear, the CEO never had intentions to give a refund for the reformer, so why ask for my personal banking information three times. I sent routing numbers and account numbers. This is unsettling.

  What are my options? 

  
  Sincerely,
  
  
  
  Kerrianne Doneghey

  Customer Answer

  Date: 11/15/2024

  Hello

  I have received the refund from frame fitness today. Case and complaint are closed

  thank you for your assistance in this matter

  *********