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:01/15/2025

  Type:Service or Repair 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.

  First we purchased the Nhord slim beam from this company and they missed the delivery date by several weeks, 2nd it is advertised as 3:1 ratio and they sent us 2:1 cables. The left side catches and has more resistance than the right side. And even after greasing the machine it still makes a grinding noise and has inconsistent resistance on the concentric and essentric portions of movements. Advertised that it can be mounted to anything but instructions included in the machine state that it can only be mounted to brick or concrete. The rope panels that they sent smell like manuer, seems to have been used in some sort of ranching or farming. The company will give fake fixes and refuses a return. They keep sending me in circles saying they will conduct the manufacturer.

  

  Business Response

  Date: 01/18/2025

  We are very sorry for this customer's experience through ******. ****** shipping timelines are estimates as exact delivery dates cannot be fully guaranteed. We work directly with the manufacturer for these products. As we state on our Amazon page, we are only able to accept free returns when it has been deemed that the item is defective. In order to make this determination, we must work directly with the manufacturer and their service team to determine what can be fixed with small adjustments. We have passed along all recommendations from the manufacturer. If the customer provides a video showing that the item is defective following the troubleshooting steps recommended, we will certainly continue to assist the customer.

  ****** has closed the claim with no further action required from us. Our team will work with the customer and ****** to further assist with the item as needed.

  Customer Answer

  Date: 01/20/2025

   
  I am rejecting this response because:
  ************ is giving us the run around for over a month now. In addition to the product being defective ( makes a grinding noise, the resistance is inconsistent, the cable on the left side has more resistance than the cable on the right even though the same weight is used. There is less resistance when the cable is returning than when it is coming out)  even after we followed their instructions, which was to mount it to the wall and grease it. It changed nothing.  ************ advertised a product and provided us something different than what we thought we were buying. They listed it as a 3:1 resistance ratio and we were given a 2:1. They also instructed us to use any grease and mount it to the wall even tho upon further investigation they say on their website (not amazon, where they are selling this)  to mount it to concrete or brick and suggest using their specific grease. ****** had closed the case because this company agreed to ****** terms which is to provide a prepaid return label so we can get a full refund, they have failed to provide this to us. The company has lied, and cheated multiple people out of money. i simply want to return this and get a full refund, i don't feel this is too much to ask after being scammed. 

  

  Business Response

  Date: 01/21/2025

  Due to manufacturer rules, we are only able to accept returns on defective items. If the customer still believes it is defective, we are happy to send out a technician to view and troubleshoot the item. If the technician determines the item is defective, we are happy to set up a return for the customer.

  We are also happy to send out a different ratio cable for them if they would like at no additional cost.

  Customer Answer

  Date: 01/22/2025

   
  I am rejecting this response because:
  Why now, all of the sudden does the company have a "technician" to troubleshoot the problem? This is a HUGE red flag, all times prior they said they have to reach out to the manufacturer before they can respond to anything, now magically someone who knows something will come to my home?This company will say anything to make it seem as if they are trying to find a solution but really they are scamming people. Because this company has done nothing but lie and falsly advertise, I can not trust this "technician" in my home.   ****** shows that this company has already accepted a return of this machine and that they are to provide me with a prepaid return label and a full refund, so this company is saying is they would get the machine back and keep my money and id be out not only the thousands I spent on this machine but also hundreds of dollars it costs to send this back.
   This is so shady. 
  
  They agreed to ******'s policies in order to sell through them, which is why it makes sense why they no longer sell this machine on ******. They are really getting over on people, i am not the only one. If this company can not be honest is the description of the item and adhere to rules that they agree too, how can i trust anything they say when all they do is speak in circles to fit their narrative? Please just take your defective machine back and return the full purchase price. I just want to be done with this company, I purchased this machine with a guarantee through not only ****** but they themselves. I'll include the screenshot of them saying 100% customer satisfaction guarantee 

  

  Business Response

  Date: 01/23/2025

  We are happy to offer a 3rd party technician to assist with this unit. We do not have technicians on staff, but we do work with contracted technicians for assemblies all over the country. This individual will be able to provide more information as a neutral party to determine if anything is wrong with the machine.

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  

  Your company working with a 3rd party technician does not provide a neutral assessment. The relationship your company and said 3rd party company have creates room for a biased evaluation and can not be trusted, especially because of the unreliability of your words as well as actions.

  I have provided sufficient evidence that shows the machine is defective and that your company falsly advertised. Please keep your word when claiming to provide 100% customer satisfaction and return my full amount of money.

  
  

• Initial Complaint

  Date:12/06/2024

  Type:Product 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.

  Filing a complaint against Recovery for Athletes from 10/2024! Since, the beginning they have been very difficult to communicate with and had issues since my purchase. I have asked to speak to a manager from the beginning and never once connected me with one. It was stated on the website it would take 2-5 days to get here and was told it comes from the **** Both was incorrect! Instead it came all the way from ******* and took forever to arrive. Then, there was a delivery charge, it said free eventually the merchant did pay for that fee after calling repeatedly about that. Then I get the item that was supposed to be only a couple of minutes to set up. Then, after numerous attempts for assitance in setting it up they never got back to me Finally after chasing them i get some help but do not connect me with a supervisor. I then had to chase them down again. Finally, they get back to me but since I did not hear back right away I hired someone to assist me with putting it together. Then, I started to test out the product and my clients did not like it, not stable and a liability. Now they tell me it is past the return date. I had asked many times prior about the return process and never got a solid answer on that. Then, I sent many emails, and phone calls stating I want to return the item. They then tell me it is now past the return date. However, it took forever for the item to get here, forever to follow up with me, forever to get the table set up, forever to test it on my clients. I feel like they prolonged getting back to me so it would run past the return date. It was only a couple of days past the return date due to their inability for them to get back to me promptly. They were supposed to have a manager call me as I requested yet, again. Again, no manager contacted me after numerous attempts! All phone calls and emails have been ignored. This company only cares about making a sale, so unprofessional and do not deliver what they promise!

  

  Business Response

  Date: 12/17/2024

  Thank you for bringing your concerns to our attention. I want to address your complaint thoroughly.
  Our website does state that the Nubis Pro Osteo Portable Physiotherapy Table ships in 2-5 days, and we always strive to meet that timeline. However, unforeseen delays can occur, and in such cases, we aim to keep our customers informed. Unfortunately, we did not meet that standard here, and we will review this internally to prevent future issues.
  Regarding the delivery charge, once you brought it to our attention while your order was in transit, we promptly resolved the issue and covered the cost to ensure your tables delivery. However, we recognize that our response could have been timelier, and we are actively working to improve this.
  When you reached out about difficulties setting up your table and shared a video showing the issues, you asked, If I cant get this up and working, what does it entail to return it? We informed you that we would arrange a return if the issue stemmed from a manufacturing defect. However, later that same day (November 7th), you confirmed the table was successfully set up.
  The Nubis brand is marked as an all-sales final brand, and this exclusion from our 30-day return policy has been in place before and after your purchase. This information is clearly outlined on our website under Return Policy Recovery For Athletes.
  On November 28th, three weeks after confirming your table setup, you requested a return. During that call, we reminded you of Nubis all-sales final policy and assured you that a manager would follow up. Unfortunately, there was a failure on our part to reconnect with you in a timely manner.
  We acknowledge that multiple points of communication throughout your experience fell short of our standards. This has been noted, and we will address these issues internally to ensure better customer service moving forward.
  Thank you for holding us accountable and bringing this to our attention.

  Customer Answer

  Date: 12/23/2024

   
  I am rejecting this response because:

  I am rejecting this response because: They say they strive to meet the timeline. Attached above shows that they are falsely advertising then! It specifically states Fast and Free shipping! Can't state that then. I also specifically asked if it was coming from the ***? Obviously they told me incorrectly because they verbally told me that it did come from the ***!! Common sense here since it came all the way from ******* after I was assured it was not coming outside of the *** common sense it is impossible to promise fast shipping if it came from another country! So again I am telling you I was mislead regarding this issue... Then they claim Free Shipping I was contacted from parcel requiring me to pay a shipping fee. I had to ***** them down to take care of this which they did eventually after me constantly having to ***** them down! This is also false advertising!!! However, I did in this moment ask to speak to a supervisor because I was not happy that not only were they fraudulently advertising they were also fraudulently telling me inaccurate information!! This is why I required a supervisor from the very beginning which I never got!!! Never followed up regarding assembly after my ***** we did the video. Attached they advertised they could have technicians available, was never offered to me. I hired someone to put it together. After assembly I then had to try on clients now that the time has dragged out since they were delayed intentionally with following up with me. Attached shows how incredibly unstable this table is for my client as I believe could be a malfunction! My concerns are that it could be a liability for my business so I had inquired about returning while given no specifics on how to do so because they did not want me returning it that simple!!! If you see the emails I attached it shows I had inquired about returning as well as verbally many times and never got clear specifics on it! They delayed the time to get back to me and help me set this up to be sure it would be past the return policy intentionally I believe! I have small businesses and I am one of the best in the country as I am contracted in pro sports for years so I only want the best for my clients! l also teach graduate school at a University so I am very clear on the level of professionalism and ethics needed to be successful in business! This is false advertising, bad customer service to not have a manger contact me which I asked for several times since the beginning!!! Never once was I contacted by a supervisor the whole time and never once even followed up with me to make sure I am satisfied with everything now. I was ignored both via email and no return on my calls after I was specifically promised that a supervisor would be contacting me which never happened... I have the best ethics in the business and I have graduate degrees with a great deal of experience in business/management! This lack of professionalism across the board is absolutely unacceptable to me and I want what I have been requesting for several weeks now to RETURN THIS ITEM!!! As a supervisor myself I always, always assist my clients immediately and resolve all situations promptly this was not done on any level to my satisfaction! It's false advertising, false advising, stalling, having to ***** them down constantly, never allowing me to speak to a supervisor, never following up with me after knowing how many phone calls and emails I had sent with concerns! The worst customer service, the most fraudulent, unprofessional, shady company I have ever dealt with! You can't come back and tell me that it is past the return policy if they never did there part and was so dishonest and stalled so much knowing all my issues! I want to RETURN with FULL REFUND!!!!

  Sent from ****** ***** (*************************************************************************************************************)

   

  
  

  Customer Answer

  Date: 03/21/2025

   
  I am rejecting this response because:
  

  I am rejecting this response because:

  I am rejecting this response because: They say they strive to meet the timeline. Attached above shows that they are falsely advertising then! It specifically states Fast and Free shipping! Can't state that then. I also specifically asked if it was coming from the ***? Obviously they told me incorrectly because they verbally told me that it did come from the ***!! Common sense here since it came all the way from ******* after I was assured it was not coming outside of the *** common sense it is impossible to promise fast shipping if it came from another country! So again I am telling you I was mislead regarding this issue... Then they claim Free Shipping I was contacted from parcel requiring me to pay a shipping fee. I had to ***** them down to take care of this which they did eventually after me constantly having to ***** them down! This is also false advertising!!! However, I did in this moment ask to speak to a supervisor because I was not happy that not only were they fraudulently advertising they were also fraudulently telling me inaccurate information!! This is why I required a supervisor from the very beginning which I never got!!! Never followed up regarding assembly after my ***** we did the video. Attached they advertised they could have technicians available, was never offered to me. I hired someone to put it together. After assembly I then had to try on clients now that the time has dragged out since they were delayed intentionally with following up with me. Attached shows how incredibly unstable this table is for my client as I believe could be a malfunction! My concerns are that it could be a liability for my business so I had inquired about returning while given no specifics on how to do so because they did not want me returning it that simple!!! If you see the emails I attached it shows I had inquired about returning as well as verbally many times and never got clear specifics on it! They delayed the time to get back to me and help me set this up to be sure it would be past the return policy intentionally I believe! I have small businesses and I am one of the best in the country as I am contracted in pro sports for years so I only want the best for my clients! l also teach graduate school at a University so I am very clear on the level of professionalism and ethics needed to be successful in business! This is false advertising, bad customer service to not have a manger contact me which I asked for several times since the beginning!!! Never once was I contacted by a supervisor the whole time and never once even followed up with me to make sure I am satisfied with everything now. I was ignored both via email and no return on my calls after I was specifically promised that a supervisor would be contacting me which never happened... I have the best ethics in the business and I have graduate degrees with a great deal of experience in business/management! This lack of professionalism across the board is absolutely unacceptable to me and I want what I have been requesting for several weeks now to RETURN THIS ITEM!!! As a supervisor myself I always, always assist my clients immediately and resolve all situations promptly this was not done on any level to my satisfaction! It's false advertising, false advising, stalling, having to ***** them down constantly, never allowing me to speak to a supervisor, never following up with me after knowing how many phone calls and emails I had sent with concerns! The worst customer service, the most fraudulent, unprofessional, shady company I have ever dealt with! You can't come back and tell me that it is past the return policy if they never did there part and was so dishonest and stalled so much knowing all my issues! I want to RETURN with FULL REFUND!!!!

  I am trying to understand why no one can help me regarding this situation?? I looked up this company Recovery for Athletes and they had some bad reviews under the better business bureau! I had filed a complaint with the better business bureau and with Affirm who Recovery for Athletes finances with months ago! The Afirm has been difficult to deal with as well as Recovery for Athletes as they state that because I am past the 30 day return policy that I have to pay the remaining balance of the loan because they already paid Recovery for Athletes and it past the 30 day return policy. However, I have proven that they purposely went past the return policy by no longer answering my phone calls or emails. I was told a supervisor would contact me and I was also told that there was a 1 year warranty on this product yet no one gets back to me from Recovery of Athletes therefore they are completely fraudulent! I specifically chose them because they said it gets shipped within 2-5 days it took weeks to get here and then couldn't help me set it up. I had to ***** them down to get help because the product actually came all the way from ******* so they lied. How can it possibly get here from ******* in 2-5 days which is advertised on their website it is shipped from the *************

  

  Business Response

  Date: 03/23/2025

  This item is all-sales-final. We are not able to accept returns of the product regardless of when the request to return it is made. We are able to accept returns if the item is defective. However following the video the customer provided, we were then told that the issue was resolved. This showed that the item was not defective.

  Our website does state that the Nubis Pro Osteo Portable Physiotherapy Table ships in 2-5 days, and we always strive to meet that timeline. However, unforeseen delays can occur, and in such cases, we aim to keep our customers informed. Unfortunately, we did not meet that standard here, and we will review this internally to prevent future issues.
  Regarding the delivery charge, once you brought it to our attention while your order was in transit, we promptly resolved the issue and covered the cost to ensure your tables delivery. However, we recognize that our response could have been timelier, and we are working to improve this.
  The Nubis brand is marked as all-sales final, and this exclusion from our 30-day return policy has been in place before and after your purchase. This information is clearly outlined on our website under Return Policy.
  On November 28th, three weeks after confirming your table setup, you requested a return. During that call, we reminded you of Nubis all-sales final policy and assured you that a manager would follow up. Unfortunately, there was a failure on our part to reconnect with you in a timely manner.
  We acknowledge that multiple points of communication throughout your experience fell short of our standards. This has been noted, and we will address these issues internally to ensure better customer service moving forward.

  Customer Answer

  Date: 03/23/2025

   
  I am rejecting this response because: They are fraudulent!!! I asked over the phone if it was shipped from the U.S and they told me yes that is false!!! You can't advertise ship 2-5 days if you know it is coming from ******* makes no sense because they are just trying to make a sale!! Still no supervisor has called me as promised this entire time!! There is a 1 year warranty I am still having issues no one gets back to me so I could care less about their return policy most especially since they allowed lapse in time so it would run past the 30 days!! I said I figured out how to set it up which took over 2 weeks to even get someone to help me with that!! I then tested it out on a client and it is was not stable and became a liability so what happened to the 1 year warranty??? All fraudulent!!! The worse customer service!!!
  
  

• Initial Complaint

  Date:04/08/2024

  Type:Delivery 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 3-14-24, I ordered a Svago zero-gravity chair from RFA for $2,148.99. I paid an extra $149 for "white glove delivery" service which was to include delivery, assembly &setup in my home, and an additional 1-year warranty. Delivery was to be in 2-3 weeks. Then, AFTER ordering, I receive notice that assembly/setup will only be scheduled AFTER delivery. So, presumably, a huge box of chair parts will have to be parked somewhere in my home for likely several more weeks. To this date (4-8-24), it has not been delivered, and i have not even been provided a delivery date. I used the "tracking" link which was provided with my order confirm (Order #*****) on 4-3-24, and the only option was "live chat". I attempted use of the live chat during regular business hours, but received no response after continuing to refresh my computer screen for about 2 hours, and no response to date. I then telephoned RFA and spoke with "*******", also on 4-3-24. ******* told me that "my people are reaching out to the delivery company right now" and he would "email me with a response tomorrow"; I then gave him my preferred contact email, and he said "you will get an email from me tomorrow". Having received no email, I phone RFA again on 4-5 but only got voice-mail on which I left a detailed message. It is now 11:30 am on 4-8-24 and no communication from RFA by email or phone, and I have every day checked both email addresses which I use, including their spam folders. Also, several weeks ago, i received an "Extended Warranty Registration Form" addressed from the manufacturer (Svago), and the "commencement date" of the 3-year warranty is defined as "the date of purchase"; therefore, i have already lost at least 6 weeks of warranty coverage for the chair. I have severe chronic pain from a medical condition, and I ordered this chair in hopes of it providing some relief. Instead, I'm paying credit card interest on $2100 and wasting my time trying to get the chair. Extremely poor company service.

  

  Business Response

  Date: 04/26/2024

  We have addressed this situation with the customer. The initial ********************** that was shipped to him was lost by the carrier. Because of this, we worked with the distributor to have a replacement chair shipped out. This did cause a delay in delivery due to the unforeseen circumstances. However we did correct this by getting a brand new chair shipped out for him. This chair has since been delivered by the white glove delivery team. We also confirmed with the customer that we will extend the warranty another month for him so the warranty is not applied during a period in which he did not have the chair.

  In addition, we have various delivery methods depending on the product. The reference to assembly/set being scheduled after delivery is only in reference to fitness equipment where only standard delivery options are available. For chairs, we specifically offer white glove delivery where the delivery team will move the item to the room of the customer's choice and fully assembly the item. This is the service the customer received.

  The customer did file a chargeback on this order due to the delay. However we did work with him to get this resolved. He has since dropped the chargeback and the order has been fulfilled.

  Customer Answer

  Date: 04/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  Yes, I previously notified BBB that the complaint had been satisfactorily resolved. Thank you for your assistance.

  
  

• Initial Complaint

  Date:12/19/2022

  Type:Product 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.

  I purchased a very expensive massage chair from Recovery for Athletes and have had a HORRIBLE experience. This chair was thousands of dollars and it originally showed up weeks late and wasnt even in a box which was opposite of what was advertised. The chair had significant damage cosmetically. As they began to set up the chair which included me removing doors in my house, they realized it was missing parts (air hoses.) We had them take the chair only to wait another month for the next chair to show up which again showed up damaged. The new chair was slightly different than the first one and both were different from what was advertised. The second chair had features that DID NOT work. I contacted Recovery for Athletes (horrible customer service) who finally sent parts for a tech to install. weeks later the parts showed up, weeks after that the tech showed up, put the parts together, and now my chair doesnt work at all. It turns on and freezes. I cant get them to respond and now have a very expensive broken chair that never actually worked properly from the start. I would like money back as I was lied to many times. Ill update review if anything changes

  

  Business Response

  Date: 04/25/2025

  Hi Tad,

  I wanted to make sure that this was responded to! I am so sorry you had such a tough experience at first but I am glad that we were able to get you a replacement chair. I know our team and the team at ***** were able to fully replace it so I hope you enjoying it.