We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Exercise Machines

On Site Fitness Service LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

This profile includes complaints for On Site Fitness Service LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

On Site Fitness Service LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • On Site Fitness Service LLC

      2391 Martinsville Road Martinsville, OH 45146

    • On Site Fitness Service LLC

      2387 Martinsville Road Martinsville, OH 45146

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 had these guys come repair a new (less than a year) treadmill. Long story short, I’ve paid 300$ and the treadmill won’t run (it did run but made a clicking sound). The company says it isn’t responsible even though it is worse than when they came out and is now completely unusable.

      Business Response

      Date: 11/16/2023

      On Wednesday, 11/9 I received a complaint to the office that the treadmill we repaired was not functioning properly after our repair. 

      10/4/23 Diagnostic visit for moving damage to customers horizon treadmill. Also would like a tune up with this service. Horizon ******* ******************
      Treadmill scratches are too deep and cannot be fixed further than what I've done wiping them with lube cleaner.
      Motor is ticking loudly. Removed motor brush and armature is built up with carbon. The motor brush has worn into motor armature grooves. This could of happened during the move if banged around and then progressed using treadmill for the first use after move. Amp draw is good at 4 9aAC. Motor bad only from a noise stand point. Belt tensions, and functions are all good. Complete maintenance on the return trip.Need to order right side cover and motor. Motor should have a lifetime warranty.

      10/18/23 Tech went out to customers home The first motor received was installed and arching right away. Tech took a video and customer ordered a replacement motor. There was no charge for this visit, since the manufacturer sent defective parts. 

      10/26/23 Tech went out to install new replacement drive motor. When he was installing the flywheel fell off of the side, and he realized the reed sensor was bent and damaged. Package was damaged in shipping. Tech was able to put the flywheel back on to the motor, unbend the damaged part and install the drive motor. Machine was tested at various speeds and machine was given a complete maintenance. Labor was charged for this visit. 

      On Wednesday, 11/9 I received a complaint to the office that the treadmill we repaired was not functioning properly after our repair. 

      Since Thursday, 11/10 I let the customer know that after speaking with the technician, they need to order a new replacement motor, again, from the manufacturer. Due to the first motors arching there is a possibility the control board is also bad, which may be what is going on. I will need the order number from the drive motors, and I can contact the manufacturer to explain the situation and have a new replacement board sent with the drive motor at no charge. There will also be no additional charge for labor. 

      I sent emails on 11/9, 11/10, 11/14, asking the status of the new part order or order number so that I can assist and customer will not reply. 

      Sent a text on 11/15 to see if I can get a part update so that we can get this taken care of for them, and I am told that someone else is now taking care of the repair. 

      We are not able to complete this repair, due to bad manufacture parts, and with the customer being unwilling to work with us on a resolution.

      It is a very unfair situation to ask for a refund on services that were provided (the diagnostic fee to come and see what is wrong is $125 and that service was given regardless of where we are with the repairs) 

       

    On Site Fitness Service LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.