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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

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

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    • 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.

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    • Initial Complaint

      Date:11/09/2023

      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.
      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) 

       

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