Business Profile

Exercise Machines

Universal Technical Services

Headquarters

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Complaints

This profile includes complaints for Universal Technical Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

97 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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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:04/11/2025
Type:Sales and Advertising 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 purchased an extended warrantee for a Nordic Track treadmill from UTS. The ********* subsequently broke within the warrantee period.I contacted UTS and they sent me an email requesting photos, attached to which was a long list of exclusionary criteria, none of which were presented at the time of purchase. One of these concerned the location of the equipment: it should not be in a garage. Mine was installed in my garage from the beginning. Obviously, had I known that that was disqualificatory, I would not have purchased the warrantee. in the first place.This seems to me to be an instance of what is sometimes called "bait and switch". It is possible that the list of exclusions was present somewhere at the time of purchase (this was done online, and there was no obvious display of this list), but I was certainly not aware of it. Thus, I think UTS needs to be more transparent in its warrantee offerings, and honor good faith claims.
Business Response
Date: 04/11/2025
The information about the garage location is listed in the user's manual that comes with the product. It appears the service plan was purchased after the product, from the online registration site. This site has the ability to review the user's manual as well as the terms and conditions of the service plan prior to purchase. The users manual does state under the limited warranty the follow: "(3) if all instructions and warnings in this manual are not followed, (4) if the
product is abused or improperly or abnormally used," Under warning and precautions it states: "6. Keep the treadmill indoors, away from moisture and dust. Do not put the treadmill in a garage or covered patio, or near water." The service plan does not cover diagnostic visits. However, if the machine is moved into the home and stored there indefinitely and pictures are provided we can send a tech for the reported issue. If the technician finds that the failure was due to the location of the product no additional parts or service will be sent.
Initial Complaint
Date:03/25/2025
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.
We bought a commercial S22i bike during the pandemic. We paid for the extended warranty and have needed it repeatedly. The bike has had various issues throughout our use. Over the course of the last 8 months we have spent more time trying to fix it than we have used it. The resistance stops working and we have replaced the control panel multiple times. They have sent us new wires and new parts 7 times within these last 8 months. I'm tired of the same thing breaking down over and over again. The definition of insanity is doing the same thing over and over and expecting different results. This is insane!
Business Response
Date: 03/27/2025
Hi ******,
We apologize for the experience you have had, we understand your frustrtation, You will want to reach out to the extended warranty directly for the request you have made. They may be reached at 888-677-3838 at using ******************@utsplans.com
Thank you
Initial Complaint
Date:03/17/2025
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.
THE WORST EXCERSICE EQUIPMENT I EVER BOUGHT!!!IT STOPPED WORKING AFTER A COUPLE OF MONTHS ( I USED IT 4 TIMES) THEY WILL NOT SEND A SERVICE TECHNICIAN AND THEY SEND YOU THE PARTS AND YOU HAVE TO FIX IT YOURSELF WHICH IS IMPOSIBLE UNLESS YOU ARE AN ELECTRICIAN!!!THIS PEOPLE ARE SHAMELESS AND THEY WILL NOT SERVICE THEIR OWN EQUIPMENT, AND THEY USE A THIRD PARTY SERVICE COMPANY THAT HAS NO CLUE AND THERE IS NO COMMUNICATION BETWEEN THEM AND NORDIC TRACK. THEY SELL YOU A SERVICE CONTRACT BUT THEY EXPECT YOU TO FIX IT YOURSELF!******* TRACK SAYS PRODUCT IS UNDER WARRANTY BUT THE WARRANTY COMPANY WILL NOT COME AND FIX THE PRODUCT AND THEY EXPECT FOR YOU TO CHANGE THEIR OWN PARTS.
Business Response
Date: 03/24/2025
A service order has been dispatched to the local provider to install your console you received. Thanks,
Customer Answer
Date: 03/24/2025

Complaint: 23075980

I am rejecting this response because:
NOBODY HAS REACHED OUT TO MAKE AN APPOINTMENT TO REPAIR THE MACHINE

Sincerely,

****** ******
Business Response
Date: 03/25/2025
The service request was just placed yesterday. Please allow 3-5 business days for the contract technician to contact you. Thanks,
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 purchased an extended warranty through **************************** (UTS) that is not being honored. UTS may also be called, "National Product Care Company," of *******, ********. I purchased a Pro Form 750R rowing machine from Best Buy on 1/21/23. The machine was defective, and Best Buy sent a replacement machine to me on 2/7/23. I purchased an extended warranty from *** and, in March of this year (2025) attempted to utilize the warranty but was told by *** (through e-mail correspondence) that my machine was not covered under the warranty. In reviewing my written contract with ***, I noticed the serial number listed on the agreement (Agreement No. ********) is different than the serial number of my current machine, possibly due to the replacement of the original machine, which was replaced within three weeks of the original purchase date. I paid $217.99 to *** for the extended warranty (via Check #**** of my personal checking account, which was mailed to UTS on 3/20/23 and was cashed on 4/13/23). I have asked *** to either transfer the warranty to the replacement machine or refund my money since I do not own the machine *** claims the warranty covers, but *** has told me this is not their issue and I need to resolve this with Best Buy, however, Best Buy has nothing to do with warranties sold by ***. I am writing to ask for assistance in obtaining some type of relief - either the warranty coverage that was advertised or a return of my $217.99.
Business Response
Date: 03/14/2025
We apologize for the confusion. A service supervisor will be contacting you to set up parts and service. Thanks,
Customer Answer
Date: 03/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:02/06/2025
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 called the company to purchase a 4-year extended warranty for my treadmill. I was quoted $129.99 USD for standard plan. I called back on this Monday Feb 3 and another ***** said the same warranty will cost $199.99. I asked for the reason of discrepancy and I was told that I would be connected to the first ***** which gave the quote of $129.99 USD. I left her message and she did not call that day. I called 7 times from Monday till yesterday which was Wednesday. My last day of warranty is today Feb 6, I tried different *****s, I asked to talk to the supervisor, was transferred to her voice mail with no luck. Finally she responded and this time she quoted $169.99. I sent her the requested info in 10 mins and waited a day with no ************** I called, guess what another *****, requested to talk to the supervisor and I was told that $199.99 is the price either take it or not. So, what would I do on the last day of warranty. I paid the $199.99 but I am really frustrated with their attitude, lack of training and communication and timing of getting back to client. It is just awful. I hope their warranty service is not the same as their pricing.Sending this complain to look into their pricing and tell them to educate their ***** so we don't need to spend days and hours to reach them and finally get nowhere. There is quite a difference between $129.99 and $199.99 and I would rather the supervisor to review the conversation on January ********************************* their fist place and grant the price they quoted!
Business Response
Date: 02/10/2025
Hi ******,
We were able to pull multiple call recordings you had with agents. The first initial call with our group the agent did indicate the pricing at which ******* charged for the service plan. The second time you contacted in the agent did not determine that you lived in ****** and quoted you US pricing. We apologize that this happened. What was charged to you is the correct pricing for where you live.
Customer Answer
Date: 02/10/2025

Complaint: 22907664

I am rejecting your response because, when customers contact your company, the first thing agents ask for is the customer's name and complete address. Given this, the agent's lack of awareness that I reside in ****** is not a valid excuse. Therefore, I am writing to formally request compensation due to the miscommunication and lack of proper assistance I have experienced while trying to resolve my concern.

I first called on January 6, during which I noted the quoted price but later lost the paper. When I called again on January 28, I explained the situation. The agent had access to my previous history, including my country of residence, and confirmed that for Years 3 & 4, the cost was $129.99 USD. I even asked for confirmation a second time to ensure accuracy. I was assured that if I proceeded that day, I would be charged $129.99.

Since then, I have made multiple calls, left messages, and requested to speak with a supervisor to resolve this issue, yet I have been met with long hold times, unreturned calls, and a general lack of urgency in addressing my concern. This has resulted in a significant waste of my time and frustration. I strongly believe your agents should be better trained to provide accurate information and your supervisors should be more proactive in assisting customers. Given the inconvenience and time lost due to these repeated errors and delays, I am requesting appropriate compensation and I am looking forward to your response and action.
Sincerely,
****** ******
Business Response
Date: 02/12/2025
Maryam,
Service plan premiums are based of the cost of the product. We can refund your purchase for a 4yr standard plan at $199, and sell you the 4 yr plan at $129 however this plan only covers upto $299 where as your product is quite more than that. If you ever had to have service or your machine replaced it will only cover up to $299.
Please let us know how you would like to proceed.
Initial Complaint
Date:02/03/2025
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.
No follow up from phonecalls and emails attempting to schedule a maintenance on my treadmill that was covered under the three year maintenance plan purchased for my Nordic Trak treadmill.
Business Response
Date: 02/04/2025
We have ordered a maintenance kit and service for you.
The parts will arrive within 7-10 business days. You can track these at ***********
Order # ICS9996361
As you are waiting for the parts the locally assigned service provider will contact you for service. If for any reason you do not hear from them by the time you get your parts you can contact them directly.
Gym Doctors
Service Order # *******
Phone: ************
Initial Complaint
Date:01/31/2025
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 have an extended warranty with UTS. My nordictrack treadmill needs repair again, this is about the 4-5th time for the same issue. I have tried calling UTS multiple times at ###-###-####. Every time I get a voice mail that says they are closed for an office wide meeting, or closed for the day and to try again. I want to know if UTS has gone out of business and taken my money!!!
Business Response
Date: 02/03/2025
We are currently in our busy season, phones times can be longer at this time. If appears you are still under your manufacturers part warranty. You can contact Nordictrack at ###-###-#### and get the parts ordered for the issues you are having with your product. Once parts are ordered UTS can send a service technician for you. You can email us at [email protected] or have Nordictrack transfer your call to us. Thanks,
Initial Complaint
Date:01/31/2025
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.
On 12/23 parts were sent to repair our Proform 9000 and an agent was dispatched to do the repair. They didn't arrive until 1/24/2025, and said they could not do the repair do to other things needing replaced. Today 1/31/2025, I was informed by UTS they are cancelling our Extended Warranty and not fixing our treadmill due to dog hair. Nothing in the extended contract states they can cancel due to dog hair. Their cancellation policy: ""We may not cancel this agreement except for fraud, material misrepresentation, or non-payment of premium by you."" I would like them to reinstate our policy and come repair our treadmill, or per the contract replace our treadmill with a new Proform 9000.
Business Response
Date: 02/03/2025
We are not cancelling your service plan. The currently claim under the service plan is being denied due to the condition of the machine and that the failure reported was not due to a Manufacturer's defect or failure. Your service plan states under section 3 what is not covered letter G:
G.DAMAGE FROM ACCIDENT, ABUSE, MISUSE, MISHANDLING, NEGLIGENCE, INTRODUCTION OF FOREIGN OBJECTS INTO THE COVERED PRODUCT, UNAUTHORIZED MODIFICATIONS OR ALTERATIONS TO A COVERED PRODUCT, ANY COVERED PRODUCT WITH REMOVED OR ALTERED SERIAL NUMBERS, FAILURE TO FOLLOW THE MANUFACTURER’S INSTRUCTIONS, AND EXTERNAL CAUSES INCLUDING THIRD PARTY ACTIONS, FIRE, THEFT, INSECTS, ANIMALS, EXPOSURE TO WEATHER CONDITIONS, EXTREME TEMPERATURE, WINDSTORM, SAND, DIRT, HAIL, EARTHQUAKE, FLOOD, WATER, ACTS OF GOD OR CONSEQUENTIAL LOSS OF ANY NATURE;
The service plan will stay in effect but the current issue is not covered under the plan.
Customer Answer
Date: 02/10/2025

Complaint: ********

I am rejecting this response because:
So spending big money on an extended warranty does no good. The address for you is the same as Ifit in Utah. Both Ifit and UTS has gone downhill.

Sincerely,

**** *********
Business Response
Date: 02/11/2025
We do apologize, however the service plan covers replacement electronic and mechanical components due to MFG defect. The issue reported is due to introduction of foreign material because of this the purchased service plan would not cover the replacement of the controller and burnt wires. Again, once that issue resolved, we are happy to install the other components.
Initial Complaint
Date:01/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
In 2024, I purchased a treadmill from *********** and the extended warranty /service plan that was offered through NordicTrack (administered by UTS). The paperwork said if you add a "maintenance plan" then "we will provide annual in-home tune-*** to keep your equipment in tip top shape for years to come." "No hidden fees." When I called to set up my annual maintenance, I was told they don't have a technician in my area (**************) so I could not get annual maintenance. After arguing about this with them and emphasizing their contractual obligation, they finally admitted they have an authorized technician 1 hour away in *******, but they want me to pay a $90 "mileage fee" for my annual maintenance visit. They rely on a sentence in the contract that says, "Additional time and mileage charges for in-home repairs outside of 25 contiguous land miles or the normal service radius of the authorized service center are not covered by this agreement." I pointed out that this sentence by its terms only applies to "repairs", not annual maintenance, but they disagree. I also asked where their nearest " authorized service center " is located, and they admitted they don't even have any! So it is impossible for me to be within or farther than 25 mi of any authorized service center. I had a previous treadmill with an annual maintenance plan that I activated in 2019, and after probably a dozen visits for either annual maintenance or repairs I was never charged any additional fee for mileage or anything else, despite technicians coming from *********, ***********, ********, and ******** to work on my treadmill. I feel this extended service plan is a trap for consumers.
Business Response
Date: 01/24/2025
We understand that these costs are unexpected. However the terms of the contract do state we can charge mileage costs over 25 miles. Is this is not something you want to continue with we will be happy to refund your service plan in full.
Customer Answer
Date: 01/24/2025

Complaint: 22850088

I am rejecting this response because: then I will be left with no warranty protection for my treadmill. The first NordicTrack treadmill I purchased in 2019 broke down so many times in 4 years that it was eventually replaced. It was a lemon. This is the replacement treadmill that I'm just trying to get annual maintenance on. After such a horrible experience with the first one, I'm afraid to be without warranty coverage in case of breakdowns. And I want the annual maintenance performed to ensure it stays in "tip top shape" like they promised in their offer letter.
The sentence you rely on only applies to "repairs" not maintenance. It only applies if I am 25 mi away from your "service center" and you admitted on the phone you don't have one. And the sentence actually says such fees "are not covered by this agreement." Meaning, we did not agree to such additional fees.
I just want the deal we made enforced. I paid $537 for a six year warranty. "No hidden fees." Now you want to charge an additional $92 for every annual maintenance visit ... more than the cost of the entire warranty! (92x6=552). You said in your response you understand that these fees are "unexpected." That's my point. They are completely unexpected because nothing in your contract mentions them.
Sincerely,

****** *****
Business Response
Date: 01/24/2025
Unfortunately, after your call with our agent our service group heard back from the closest technician and they are unwilling to travel that far. So we do not have a service technician that can perform maintenance on your product at this time. If you would like to hire a local handyman we can reimburse you up to $100 of the service cost with product documentation proof of service for this maintenance visits. We can keep your plan in effect and continue to send lubrication as needed for maintaining the product. You can check each year for maintenance service to see if we have a new provider if not we can off the reimbursement for a local technician you hire again. If the product breaks down while you are under the service plan and we still do not have a technician we have the option to offer a replacement product if you want to choose to keep your service plan.
Customer Answer
Date: 01/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:12/29/2024
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.
I purchased a Treadmill through Costco and bought the extended warranty that has an annual maintenance plan. Oct 16, 2021. Each year, including 2021, I have requested through email or their online platform to take a look at my equipment for an annual maintenance checkup that I'm entitled to for 5 years. I uploaded a snip of their acknowledgement that I am indeed an owner of this extended warranty. I have not heard from them ever. They have never replied to me.
Business Response
Date: 01/09/2025
Hi George,
We have records that technician from Back on Track called and left a message for you about scheduling on Jan 02, 2025. We show the lubrication packet for the service is expected to be delivered on Jan. 13th. The technician will need this for the service visit. Once you receive the lubrication the technician can schedule with you. You can contact them directly at ###-###-#### once you receive that package.

Thanks,
Customer Answer
Date: 01/23/2025

Complaint: 22742837

I am rejecting this response because: UTS is saying I never contacted them. Per my receipt from IFIT and when I purchased this from Costco, there was never mention of UTS. The first I ever heard of UTS was in December of 2023 when IFT told me to contact them after I submitted a maintenance request. But this is my first notice that I was supposed to contact someone other than IFIT. Can you ask UTS to please show me how I was to know to contact them when all the documents say IFT. I feel like this is deliberate confusion toward the consumer so I can't get my annual maintenance that cost me nearly $500.
Also, I only learned of UTS after i contacted the BBB. Otherwise, this would have been more obfuscation.

Sincerely,

George Kapitzky
Business Response
Date: 01/24/2025
At the time of purchasing the service plan through your online account, you have to click to agree to the terms and conditions of the plan. In these terms it states that UTS is the administrator of these plans. Under Section 1 Definitions Letter C “Administrator” means Universal Technical Services (UTS), P.O. Box 447, Logan, Utah 84323, [###-###-####]. Under Section 2 Repair Plan Letter E: What to do when Your Product fails to Operate:
Call the Administrator’s 24-hour customer service toll-free number at [###-###-####] for the appropriate authorized service center. All repairs must be authorized by the Administrator prior to performance of work. Claims on unauthorized repairs may be denied. Many oversights, which are not covered under this Agreement, can be due to simple circumstances such as the Covered Product not being switched on, being unplugged, or a fuse blown at the junction box. For a Covered Product that uses batteries as the prime power supply, or a remote control unit, please check that the batteries do not need replacing or recharging.
These terms are always accessible to you through the same online account you purchased the plan through.
A contract copy was also mailed out to the address ** * ******** ** on 11/12/2021 with your coverage dates and these terms and conditions.

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