Complaints
This profile includes complaints for Fitness Factory.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/25/2025
Type: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.
I asked than an itemweight bench pad be replaced. The product has a lifetime warranty but the company has continously given me the run-around and never shipped the item. I have a chain of emails to substantiate my claim.
Business Response
Date: 02/27/2025
This is the first i have been made aware if the issue. Typically when a customer has a warranty issue, they will be referred to the manufacturer for warranty work, parts etc. We sell for several manufacturers and are happy to advocate for the customer when there is a warranty issue. Since this is the first I have heard of this issue from this customer, I will have to look up his order and find out what product he has and contact the manufacturer to help with his request. On most occasions the customer will be required to ship the part back to the manufacturer for repair or replacement. If they are local and have purchased and taken home product from one of our retail locations, the customer can bring the part in for repair or replacement and we can handle the transaction through the store. I will attempt to find the customer information on the product he has an issue with and we can take care of it from there. I apologize to the customer if our team has failed to get back to him. I would appreciate any communications he has possession of so we can use as a training example to better perform customer service. I think he mentioned having several email communications with our company with out satisfaction, which is unacceptable. We look forward to resolving this issue quickly and satisfactorily. Thank you, ****** *****Customer Answer
Date: 03/03/2025
Complaint: 22856351
I am rejecting this response because:I'm not sure who to contact. I have several emails to/from the customer service department which did not resolve the issue. I think I'll get the issue resolved if I'm able to communicate with someone in upper management.
Sincerely,
********* *******Initial Complaint
Date:04/13/2024
Type: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 12/26/23 I purchased a home gym from this company. The company was offering a 24-month and 0% interest promotion through Synchrony. I was approved and signed a contract for 24 months. On 3/15/24, when I received my first bill I noticed the payment was higher than expected. When I reached out to Synchrony about my bill, they told me it was because the promotion was for 12 months and that Fitness factory would have to send them the promotion for 24 months for them to update my account. I contacted *********************** who was the guy who helped me with my order. He apologized for the error and told me he was going to have the accounting department fix the error. I'm scheduled to make another payment soon and ************** still does not have the correct information on file.Business Response
Date: 05/10/2024
Unfortunately, we had made an error in our accounting department keying in the terms of the financing **************** had been set up for. Our accounting department had keyed in error that the terms were 12 months instead of 24 months. When **************** had contacted **** in our sales and service department, **** had contacted accounting and they corrected the error they made with Synchrony Finance regarding the term of Mr. ******* account. Accounting corrected the error with the finance company, but unfortunately they do not provide us with any written documents to send to the customer. Due to the nature of personal finance **************** would be the only person that could contact Synchrony Finance and get the details of the corrected terms. We can only pass on what they told us to **************** and check with him once he receives another statement. We are happy work with **************** and we will continue to make sure his account is corrected to his satisfactory, as we believe t has been already. Should have any more concerns, he can contact us and we will be happy to help further.Customer Answer
Date: 05/10/2024
Complaint: 21572790
I am rejecting this response because as of 5/5/24, I continue to pay between $159 and $166 a month. My payment is supposed to be approximately $66 a month based on the 24 month promotion that I accepted. I have also been in communication with ************** about my account and their response is to wait for the information to update. The way that Factory Fitness can work with me is to either take some money off of the purchase amount or cut me a check for the difference of what Ive had to pay each month.
Sincerely,
*************************Business Response
Date: 05/16/2024
****************, I see from the email below that Synchrony has you squared away. Your payments are now correct. The extra money you refer to, ($208), that you paid to the finance company came off the bottom line of the total amount you owe the finance company. It all goes to the total of your order because you are not being charged any interest on your loan. So the overpayments you made have reduced the total you owe synchrony dollar for dollar. That being said, we are sorry that we made a mistake in our accounting department. Because we want you to be happy we will issue you a refund check in the amount of $208. I would expect that to clear up this matter and you would be able to withdraw your complaint.
Mr. Castles email to our salesman **** see below:
From: S C <*********************>
Sent: Tuesday, May 14, 2024 9:23 PM
To: *********************** <[email protected]>
Subject: Follow up
Hello *******,
I am following up with you per our email communication on 3/15/24. My synchrony account has been updated with the correct information and minimum payment amount of $55. Please find attached receipt of payments made prior to the change as well as proof of what the minimum payment is now. The difference in what I have paid is $208. Thank you.Customer Answer
Date: 05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****************************************************************************
Initial Complaint
Date:11/02/2023
Type: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.
Product delivered in unprotected packaging Products damaged Seller wants buyer to pay for return shipping of productCustomer Answer
Date: 11/05/2023
AttachmentsBusiness Response
Date: 12/01/2023
Customer was given a full refund on 11/08/23 to include shipping charges. She does not have to return the product. She can use it in its condition or she can dispose of it. *********************** 12/1/23Customer Answer
Date: 12/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:08/22/2023
Type: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.
I signed up for a membership with fitness factory because it was close to my home and said you could cancel at any time. I moved out of the city in August, and sent in my written request to cancel in July. My messages were ignored. They started trying to charge me for another month so that's when they started answering my messages. They said I needed to cancel in person, I told them I was unable to as I was no longer in the area and they didn't care, just continued to try to charge me. I feel these are very deceptive business practices, why advertise cancel anytime when you actually can't? They continue to message and charge me without listening to my request to cancel.Business Response
Date: 08/23/2023
This is complaint is speaking of monthly membership costs. We do not have monthly membership costs because ****************. We sell fitness equipment, both residentially and commercially. I believe that this complaint is for another company, a gym that uses Fitness Factory in their name as well. They are also in Forest Park:
www.ferrarapanfitness.com
Please confirm this with the person that filed the complaint and contact me with your result. Thank you. *****************************
Initial Complaint
Date:12/30/2022
Type: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.
It's been 3 weeks since i purchased the item and i am getting the run around. After the item was sold i was never advised that the black console was on back order. When i called after 2 weeks I was told either to wait months or get the silver console. Let with no choice i asked ***** the representative to send me the silver one. He told me it will be shipped immediately. I called yesterday and was told it was never shipped and they don't know it they have it. I have been calling all day Today and no one is picking up my call. Either give me the refund or send me the itemBusiness Response
Date: 02/16/2023
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