Complaints

This profile includes complaints for PersonalHour's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PersonalHour

  6365 Old Avery Rd, Unit 2 Dublin, OH 43016-9293

  
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  PersonalHour

  580 Wilcox Place, Unit F Dublin, OH 43016

  
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  PersonalHour

  6365 Old Avery Rd., Unit 1 Dublin, OH 43016-9293

  
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  PersonalHour

  6365 Old Avery Rd., Unit 3 Dublin, OH 43016-9293

  
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  PersonalHour

  6365 Old Avery Rd Ste 4 Dublin, OH 43016-9293

  

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:06/14/2024

  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.

  Referencing (Attachment): Model Nour 2.0
  Order # 23_77_2056
  Price paid: $1,490.00 USD.
  Production date Aug 2023
  Item Serial code: ************
  Warranty expiry date: September 03. 2024 (Exhibit #11)
  I have started communicating with Personal Hour on April 23rd, 2024 for a refund and I have been lied to for sending replacement parts for over a month and now they want to gift me a new reformer, which I know is another stall tactic. I want a full refund and if they pay for shipping, I will return their defective pilates reformer back to them.

  

  Business Response

  Date: 06/18/2024

  We appreciate your feedback and have reviewed your case thoroughly. The order in question was placed in August 2023, and you purchased a showroom-used item at a very discounted price, for which you also received an extra gift card. We did not receive any communication from you regarding issues with the item until six months after delivery, specifically about problems with the foot bar.
  Given the substantial possibility that these issues arose from usage, and considering that the item was a showroom piece, we offered to replace the affected parts free of charge. However, you have insisted on a refund, which falls outside our policies for the following reasons:
  The complaint was reported six months after receipt of the item.
  The item was a showroom piece, sold "as is."
  The reformer, typically used for short-term rehabilitation, is generally non-returnable after use.
  Furthermore, as a gesture of goodwill, we proposed providing a completely new piece of equipment. Despite this, you have continued to insist on a refund. This request is not acceptable under any vendor policies, as it is clear that the item was used for six months, and now a refund is being sought.
  We regret to inform you that we cannot accommodate your request for a refund.

  Customer Answer

  Date: 06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  1. I attempted to use the pilates equipment delivered from Personal Hour, but could not, because it malfunctioned, due to manufacturing defect for the show room item delivered to me.

  2. Per their webstie, Personal Hour ensures that all equipment is reviewed and must pass their quality standards. If this was the case, then why was this showroom item, delivered to me "as-is", have wood inside the metal grooves and misaligned, which would not happen with "use" of a Pilates reformer. No use of Pilates reformer equipment, would cause the wood that was never cleared by the manufacturer and the misalignment of plates to the wooden base grooves, cause the footbar to not  properly sit inside the pegs as it should be justified.

  3. Personal Hour has constantly lied and deceived me since the purchase of the Noor Pilates reformer. No where on the paper work when I purchased the equipment or on the paper work provided to me, did it ever state I had 14 days to provide any damage.

  4. If Personal Hour would provide my order form, where Nadia asked to write in there, that I wanted 2 green springs to the BBB, it would then support, what I requested in my purchase. I then received a text message from Nadia, stating Personal hour did not have the green springs, when they were in stock and they would be delivered to me when they were in stock.

  5. By Personal Hour stating, that they provided an Amazon gift card, has no purpose in all of this. They sent it as a birthday gift as the pdf reflects. I never asked for the Gift card, I did not want a gift card and the gift card has not been used. I can return it.

  6. But I requested and paid for is a proper functioning Pilates reformer and it is not what I received. Personal Hour, knowingly delivered to me a non-functioning Pilates reformer.

  7. Why it took me a while to finally assemble my Pilates reformer, is because we found out my mom is terminally ill and does not have long to live. So, my number one priority has been taking care of her, not this Personal Hour Pilates equipment, that states on the warranty is new and is through September 2024 and then on their website states it was a show room equipment and sold as-is. Once again deceiving the consumer.

  8. The Noor pilates reformer that was delivered to me "as-is" should not have passed a safety inspection or a quality control inspections, because it can and will cause bodily injury and harm.

  BBB - kindly review the attachments I previously provided with all of the pictures, texts and emails to support my response.

  
  
  
  Regards,
  
  
  
  ******** *****

  Customer Answer

  Date: 06/20/2024

  I am very confused as to why BBB in Ohio closed my case.

  I did not accept/rejected the Personal Hours response and all BBB in Ohio did is state I am not satisfied and closed the case? This does not seem right. Will have to inquire my rights now with DOJ.

• Initial Complaint

  Date:02/27/2024

  Type:Billing 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 ordered a Pilates reformer in October 2023. I canceled it three days later. It was not within the free cancellation period 24 hours. I disputed the charge with my credit card company because their website stated that no production occurred during the weekend, and that’s when the order was placed and canceled. They refunded me the shipping charges because nothing ever shipped. I ordered a second machine from them in January, not realizing it was the same company because I ordered through Amazon. I wanted to cancel the second order, realizing it was the same company and was told I could not. I was fully expecting delivery of the equipment the first part of March. I was notified yesterday that the seller canceled the order. Amazon informed me that it was due to inventory issues. now the company wants to charge me a cancellation fee for the 2nd order and legal fees for the credit card dispute. They actually want to charge me a cancellation fee and deduct it from the credit card dispute monies which is illegal.

  

  Business Response

  Date: 03/05/2024

  We appreciate the opportunity to address the concerns raised by ** ** ***** ****** regarding their recent interactions with our business.
  Upon reviewing the details of the case, we would like to provide clarification on the sequence of events. ** ** ***** ****** initially placed an order through our website and subsequently requested a cancellation after production labor had already been initiated. Our business operates with clearly defined terms, including a cancellation fee, which the customer acknowledged and agreed to upon placing their order.
  Despite our attempts to communicate and resolve the situation directly with the customer, they chose to initiate a chargeback without engaging in further dialogue with us. However, we were able to provide evidence demonstrating that production costs had already been incurred, and our terms regarding cancellation fees were clearly outlined and agreed upon by the customer.
  Ultimately, we successfully defended our position in the chargeback dispute, but in an effort to maintain positive customer relations, we voluntarily refunded the customer as a gesture of goodwill.
  Subsequently, ** ** **** placed another order through Amazon, only to cancel it once again, resulting in further losses for our small business. Unlike our independent website, Amazon's policies do not impose cancellation fees, leaving us vulnerable to financial losses in such situations.
  While we strive to provide excellent service to all our customers, instances like these, where cancellations occur without valid reasons, significantly impact our business's sustainability and viability. We remain committed to finding solutions that benefit both parties and uphold the integrity of our business operations.
  Thank you for your attention to this matter. Should you require any additional information or clarification, please do not hesitate to contact us.