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

Diamondback Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 5 total complaints 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:12/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    In March 2023 I purchased a Diamondback Fitness 910sr Recumbent Magnetic Exercise Bike for $956.24, including free professional assembly for a value of $199. The assembly promised never appeared or contacted me so I was refunded $199. Once I assembled the delivered item I notified Diamondback Fitness that the rear handlebar with heart rate sensors was damaged. (“Diamondback” warrants to the original purchasers of Diamondback Fitness products including this recumbent indoor bike and its parts). I've sent photos and have had repeated interactions with Diamondback Fitness support staff to address the damaged recumbent bike part. Despite repeated calls and the emails from me, Diamondback has not ever resolved the issue that they've said they would address on multiple occasions. Emails from 4/10, 4/19, 5/23, 6/27, 9/12, 11/17, 11/21 in which I made repeated attempts to address this damaged part. Despite responses and promises from Diamondback staff, the issue has not been resolved. Over the last months Diamondback staff have said they were sending a check, and below are a few recent examples: Vee (Diamondback Fitness) Nov 20, 2023, 13:59 MST I viewed your notes and can see we offerred a full refund I will get that processed right now. I'm terribly sorry that the employee handling your issue did not complete his task. I will please do not worry! Sent already! Vee (Diamondback Fitness) Dec 5, 2023, 09:34 MST Good Morning, Yes the check was sent but it takes 30-40 days to arrive they come snail mail. After eight months of promises, I've lost any faith that any promised check will arrive especially if it takes 30 to 40 days to arrive by mail. I look forward to hearing from you. Sincerely, ***** ****

  • Initial Complaint

    Date:10/20/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    DiamondBack Fitness is failing to respond to resolve 1 year warranty claim, attached, to repair exercise equipment. I would prefer the equipment be repaired, or a full refund of the equipment and the extended warranty that I purchased.

  • Initial Complaint

    Date:10/13/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the Diamondback Model 510Ic Indoor Cycle Magnetic Trainer in May of 2022 primarily for my 20 year old Son. He used it fairly often initially and mentioned that it made a noise. It got to the point where the noise became distracting. I attempted to determine the source of the noise about 1 week ago. Once I confirmed and was unable to locate the precise source, as the Product was shipped with the shrouds and crank arms pre-installed I submitted an online warranty service request at https://www.diamondbackfitness.com/. I waited several business days for a phone call or email and not receiving any response. I then decided to call and got the same recording about leaving a message or submitting an online request. The reviews on the website were glowing and it is rated as a consumer best buy for home use. Together with the warranty on the website, I felt fairly confident that this was a good purchase despite its high price ($499.99). However, Diamondback Fitness is good at the front end (marketing, favorable reviews in magazine articles), but appears to fall far short of delivering on their promise to fully support their products after sale. At this point, I would agree to returning the Product. My advice to anyone considering purchasing products from Diamondback Fitness is to evaluate the BBB ratings of not only their ratings, but the BBB ratings of their competitors. Diamondback Fitness (Net Media Group, LLC) needs to be held accountable to not only the applicable Federal and state regulations, but also their own commitments to their customers.

  • Initial Complaint

    Date:09/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Diamondback Fitness Model 910sr Recumbent Magnetic Exercise Bike for $950 back in January of 2021. I took delivery on 2/3/21 (start of warranty?). Came with 1 year parts and labor, 2 year parts warranty. Within a year I noticed the bike slipping when I exercised at high resistance. However, I did not contact Diamondback by email until 3/13/22. They do not answer their phone for service and don't respond by phone at all . That's why I've emailed (over 80 emails on this with them). They said they would not honor the parts and labor warranty since it was over a year. They tried to walk me through diagnosing the problem. By 3/21/22, after many emails, they diagnosed a bad belt. Belt not delivered until 4/20/22 but came without installation instructions. By 5/10/22 I figured out I was never going to be able to replace it. I asked for service companies and was given a list. I contacted one but it no longer serviced Diamondbacks. The other said a service visit would cost about $129 minimum. I waited until June but finally broke down and made an appointment. 7/1/22 Fitness Machine Technicians came and said it was a bad flywheel assembly (eddy mechanism). They said this was the basic part of the bike and should never have failed in only a year of service. They said it should all be covered under warranty--parts and labor. I relayed this to Liam, the only person I've been in contact on this with at Diamondback. He said no but would order the part. I have yet to receive the part despite many emails and it is now 9/16/22--over 2.5 months later. When it comes, I'll have to pay at least another $129 to get it installed. This is the nature of the dispute: they aren't honoring their warranty and by my reckoning are dragging their feet in everything they are supposedly doing. I can forward emails and their service request numbers generated in response to my requests (***** is original one).

  • Initial Complaint

    Date:09/13/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Bought 9/5/22 shipping in 1 week, put it together per manufacturer recommended instructions, every thing worked except no resistance, did the minimal troubleshooting which was manufactured instructions. Called 3xs no call back for help. Bike has no resistance

Diamondback Fitness 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.