Complaints

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• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 contacted Fine Engineering Solutions to repair my Proform treadmill. The tech initially came out on March 5th to diagnose the problem. I was told the belt needed to be realigned and was in need of silicone and some other trivial repairs adding up to $411.09. A week goes by, and I am still having the same problem (funny smell and belt stopping). This is what I communicated to the tech previously. They also miscommunicated the second appointment with the tech I guess. The second appointment was originally scheduled for Friday, March 14th between 3:00pm - 6:00pm. After additional diagnosis on Saturday, March 15th I was told by the main office I need a mother board and the cost would be $313.48 and, they would waive the diagnostic fee because they were there just a week ago. The tech comes to me and says don't do the repair because more than likely the motor is going to fail, and it is not worth it. He advised me to contact the main office and speak to ***** for a refund. My credit card has been charged, and I cannot seem to get a hold of ***** or anyone else in the main office to reverse the charge. I called on Saturday, March 15th, Monday, March 17th and Tuesday, March 18th. No phone calls have been returned by the vendor. I have submitted a dispute to my credit card company so hopefully they will take care of it.

  Business Response

  Date: 03/28/2025

  Originally we came to the client due to the fact that treadmill was stopping. Our technician performed the diagnostic and identified that it is necessary to do the general maintenance with all necessary adjustments, since it was the issue why it stopped. We did that and treadmill started to work fine. After some time client called us and said that the unit didn't work properly. We came and there was a new problem with a control board. However, it was impossible to identify this issue before performing all adjustments and repairing the first problem. All machines are chains of mechanism and we always have to repair everything step by step. Especially with already used machines it happens pretty often when after the repairs some new issues arise. This actually happened with clients *********. Due to the fact that we already performed the work we offered a discount for the control board and said that we would replace it for free. So client had to pay only for control board with the discount.
  We value customers' feedback and their experience with our company, however machines are consisted of mechanism and we can't predict that the second part will be broken before repairing the first part. And we tried to explain this to the customer, but he just left reviews which were insulting us (it was said that we are scam artists, which isn't true). We do transparent and fair service.

  Customer Answer

  Date: 03/28/2025

  
  Complaint: 23089394
  
  I am rejecting this response because:
  
  The business is lying.  The technician came out on March 5th to diagnose the problem with the treadmill.  As I stated previously, he said I needed silicone and made some other tweaks and said it should be ok.  It was not some time later.  It was approximately two to five days later and, I began having the same problem (treadmill stopping while I'm on it  and a funny smell) as before. This is what I told the technician when he arrived on the 5th.  This is why I originally called them on the 5th in the first place.  It is not my fault that the technician did not properly identify the problem.  The technician came back on March 16th to inspect the treadmill again.  I was supposed to have an appointment on the 15th however they were not able to accommodate my schedule.  I couldn't get another appointment with the same technician that was conducive to both of our schedules until March 16th.  At this time I was told I needed a mother board to correct the problem and it would be another $313.48 according to ***** in the main office.  Meanwhile, the technician calls me downstairs in the basement to show me the treadmill mother board.  He tells me not get the mother board fixed because more than likely the motor will go pretty quickly due to being overworked.  NO REPAIRS WERE MADE.  The technician who works for Fine Engineering Solutions told me to get a refund from *****.  He also indicated he called the main office and advised ***** to give me a refund.  That was very noble of him and I told him his advice was greatly appreciated.  I already spent $411.09 on the other non essential repairs. If I would have known it was a mother board issue on the first visit I would not have had any repairs made and just paid the service fee.  It appears as per ****** reviews this is a deceptive pattern that this company continues to do again and again.  As I stated previously, NO REPAIRS WERE MADE.  I DID NOT GET THE MOTHER BOARD REPLACED.  I should be issued a full refund.  No additional work was completed on March 16th.
  
  Regards,
  
  ******** ***