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:06/09/2023

  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.

  The following information and dates are true to the best of my knowledge. I bought a ****** *** Professional Gym Recumbent Bike from Workout Healthy LLC in March of 2022. Looks like November 4, 2022 my seatback broke off and I wrote the company about the issue. They were really good about sending out a new part to repair the bike. (Workout Healthy did send the wrong part, but quickly sent out the correct part.) The first time was covered under warranty. On April 24, 2023 I wrote the company that my seatback was starting to break off again. A few times in correspondence I let them know that I would pay for the part if it's not covered under a warranty anymore. (I also said that I felt that there is a problem with the bike and I felt that they should pay for the part in my opinion.) They requested pictures and every time the company did I sent them pictures. The last time that I heard from the company was on May 26, 2023. The last time that I wrote Workout Healthy was on June 5, 2023. In that email I let them know that I wasn't too happy. I also let them know that as far as I know the bike is rated for people up to 400 pounds and I am under 300 pounds so I don't understand why the seatback keeps breaking down. Other than the seatback problem, I love this bike. I spent the extra money and bought this bike in hopes that it would last a long time, but it keeps breaking down.

  Business Response

  Date: 07/03/2023

  Dear Dispute Resolution Team,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by *************************** regarding his ****** *** Professional Gym Recumbent Bike.

  As **************** correctly stated, he purchased the bike from WorkoutHealthy in February of 2022. We are a retail store that sells various fitness equipment, including the ****** *** bike. However, we are not the manufacturer of the bike. The manufacturer is ******* ******, INC and they are responsible for the warranty and any issues related to the product after purchase.

  When **************** first contacted us about the issue with his bike in November 2022, we informed him that our return policy, which is clearly stated on our website (****************************************************), does not accept any returns past 30 days. However, in an effort to provide excellent customer service, we acted as a liaison between **************** and *************** INC to ensure that he received a replacement part for his bike. It is important to note that we did not send any replacement parts ourselves; we simply facilitated the communication between **************** and the manufacturer.

  In April 2023, when **************** contacted us again about the same issue, we reiterated that he should contact the manufacturer directly as it had been over a year since he purchased the bike from us. Despite this, we once again decided to assist **************** in his communication with the manufacturer. There was a significant back-and-forth to obtain additional pictures, videos, and part numbers, which took a considerable amount of time. As of today, July 3rd, the manufacturer, *** *******, has agreed to send **************** a new seat back, and he has been informed of this.

  We understand ******************** frustration with the recurring issue with his bike. However, we believe it is important to clarify that WorkoutHealthy is not the manufacturer of the bike and, as such, is not directly responsible for the product's performance or any warranty issues. Our role in this matter has been to assist **************** in his communication with the manufacturer, and we have done so to the best of our ability.

  If **************** wishes to file a complaint, we believe it would be more appropriate to direct it to *** ***********., the manufacturer of the bike. Their profile can be found here: *******************************************************************************************************.
  
  We hope this response provides a clear understanding of our position and the actions we have taken to assist ****************. We remain committed to providing excellent customer service and will continue to assist our customers in any way we can within our capacity as a retail store.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ***********************************

  WorkoutHealthy Owner /Operator

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  After reading the response I wanted to add that I have been confused.  I was under the impression that Workout Healthy was the manufacturing company of my exercise bike and that the *** *************** that I was referred to was a department of Workout Healthy. I now know that *** ( ******* *********** is the company that I should be talking to.  I did call *** today and they are sending out a replacement part.  Workout Healthy have been very professional though all of my confusion and they have worked hard to try to serve my needs!
  
  Regards,
  
  ***********************