Business Profile

Exercise Machines

Universal Technical Services

Headquarters

This business is NOT BBB Accredited.

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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:07/11/2024
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.
Purchased and received NordicTrack Commercial 2950 Treadmill early 2021. Experienced problems right away. The machine would spontaneously turn off, it would leak oil all over our floor, the belt would jump, etc. We've replaced the deck 2x, motor 2x, tablet, belt, and more. Machine was broken more often than not. Purchased extended warranty. After multiple fixes and continued issues, we were authorized for replacement machine at the original purchase value. Settled for cheaper model since prices increased. Paid $300+ for white glove service to install and haul away. Initially scheduled delivery was made on a date we were unavailable. Called and rescheduled to a new date (6/24/24). On 6/18/24, they called to say they were 30 minutes away, when we already told them we wouldn't be available. They had no record of the rescheduled date. On rescheduled date 6/24/24, no outreach or delivery. Called twice to follow up and reschedule again. They were unable to reach dispatcher and never circled back. Called again, with new date 7/9/24, again no show or communication. 7/10/24, we got a text saying to expect delivery btwn 11 AM - 3 PM Eastern. Showed up at 4:20 pm when we were leaving the home, so we declined service. Also showed up with only 1 person to install and haul away a treadmill. Want a refund of the white glove service, a follow-up point of contact on the status of this installation and delivery, and free extended warranty.
Business Response
Date: 07/11/2024
Hi ********,
Thank you for taking the time to address the issues you have encountered with your order. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
Please provide your order number, and contact info of the person who made the order so that we may look into this issue for you.
Thank you
Customer Answer
Date: 07/11/2024

Complaint: 21973346

I am rejecting this response because: I was requested to provide more information. The original order was placed by my husband, *************************** for order number 1666275. This is now under an extended warranty that we purchased from your company.
Sincerely,

*******************************
**************
*******************************
Business Response
Date: 07/19/2024
Thank you for reaching out to UTS, we have already closed this claim prior to receipt. UTS has refunded the white glove assembly cost and ****************** agreed this was a satisfactory resolution. Thank you.
Customer Answer
Date: 07/23/2024

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:06/26/2024
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.
Bought service agreement for 3 year coverage on equipment in ************************************************************* 2024. Have been passed to three different case managers. Each needing supervisor to set up repair. No supervisor to help . They claim to call back and send email. Weeks between waiting until I call again for the same answer and wait again.
Business Response
Date: 06/27/2024
Thank you for reaching out to UTS regarding your service request. I apologize for any delays you experienced due to confirmations needed from the manufacturer regarding eligible serial numbers. My team should have already been in contact and resolved your issues, please reach out to our team at ************ if you have additional questions. Thanks.
Customer Answer
Date: 06/30/2024

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:05/28/2024
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 paid for an extended warranty in February 2024 dealing with a *********************************** and paid $299.99 for 3 years. I have 2 machines but apparently ******* did not know that. I came back to ******* in April 2024 as I received a flyer offering $194.80 for a 3 year extended warranty. When I called the number on the flyer they said I had to go back to the original person that sold me the warranty. At first, ******* was helpful and said she would honor the lower price but then came back to say it expired because I should have gotten the flyer in March, when I actually had received it in April. I got the run around of ******* "escalating" to her boss for review but now I hear nothing from her when I try to contact her. I believe iFit never intended to honor the lower rate on the warranty and especially for both machines that I purchased. Not replying to me to handle the situation is poor business.
Business Response
Date: 06/12/2024
Thank you for reaching out to UTS regarding the purchase of a Service Contract, we will accept payment for the second unit and will honor the pricing although the pricing is inaccurate for the coverage of your product that is our mistake on the mailer noticed received. The price you paid for the first contract is correct and was advertised correctly at the time of purchase. Please mail your payment of $194.80 to PO ************************ Thank you.
Initial Complaint
Date:05/13/2024
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.
my equipment broke and they want to charge me to cover the cost for the technician to travel to my home. I was sold on the policy by the sales person that I would have no out of pocket expenses because they had a technician in the area. upon making a claim they told me they don;t have a technician in the area.
Business Response
Date: 05/14/2024
Thank you for reaching out to UTS regarding your recent claim request. As outlined in the terms and conditions of your extended warranty under 2a. sub text (6) it states: "Additional time and mileage charges for in-home repairs outside of twenty-five (25) contiguous land miles or the normal service radius of the authorized service center are not covered by this Agreement." Due to the rising costs of travel and inflation in the services industry we may experience unforeseen turnover with service providers in regions across the *** When these unforeseen circumstances arise the terms and conditions of your extended warranty outlines how we can best facilitate your needs in compliance with state regulations. We apologize for any inconvenience; your coverage commits to cover the parts and labor coverage for the technician but the travel charges for the nearest technician must be paid in order to complete repair to your product. If you have additional questions, please review your terms of the agreement and contact our office at ************. Thank you.
Initial Complaint
Date:03/16/2024
Type:Product 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 Nordictrack elliptical machine in 2020 and opted to purchase an extended warranty. Almost immediately, we began encountering issues with the machine that we began reaching out to iFit/Nordictrack to resolve. The first service appointment took upwards of 2 years and upwards of 15 outreach attempts to secure. I also filed a BBB claim against iFit once before that ended up expediting this first appointment. Since then, I've filed multiple other claims for an issue I've been having with my machine and have documented the issue via audio and video. iFit sends parts to my house with no explanation of what the parts are for. A technician from a third party company comes, installs some parts, and tells me to hold onto the others. I have informed the technician (it's been the same one each time) of the issue I'm having with my machine but it remains unresolved after each service appointment. Today, the issue I've been reporting resulted in the entire arm of the elliptical machine snapping off from the spinwheel, which resulted in me falling off of the machine. Upon request, I can provide as much evidence as is necessary to document the amount of times I have reported this issue to iFit and can provide videos of the issue and, ultimately, a video from today of the final result. The videos are not an accepted file type (they're .mov files) so please let me know if there's a way that I can email these.
Business Response
Date: 03/19/2024
Thank you for reaching out to UTS, we have a record of services and parts that have been dispatched to repair your product. However, please understand that we are not the manufacturer of the product, and we strictly cover the parts and repair of the product dependent upon the term coverage purchased. For your product we do provide parts and in-home service performed by a technician and because we are not the manufacturer, we do not base our discretion to service the product on whether or not the unit continues to fail, rather if the service costs surpass the price of the product we would evaluate eligibility to replace the unit. In your circumstance our policy will continue to repair the unit if it fails to ensure you have an operating product. If you are seeking a replacement due to workmanship of the product unfortunately, we cannot assist you and would refer you to contact the manufacturer directly. We would be happy to continue to assist you with the necessary parts and service so you can begin using the product again. You can send video and your assumption of which parts are needed for the repair to ************************************ with attention to BBB Escalation. Thank you.
Initial Complaint
Date:03/04/2024
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.
Purchased Nordictrack S15i bike and extended warranty, managed by UTS. The resistance on the bike stopped working September 2023 and as of March 2024, bike still not working. There have been 6 service calls to replace a total of 19 parts with the controller being replaced 4 times. The technician and iFit representative all agree bike should be replaced but all UTS wants to do is keep replacing parts. It is not clear to me how replacing parts over and over will fix the problem. The last round it took them 6 weeks to decide to send out more parts which of course were installed and bike still doesn’t work. In addition, there is no escalation path for the customer at UTS. I have made at least 30 phone calls between UTS and the company they contract to do the work to try to help get it resolved. All roads lead to UTS not willing to follow their contractual obligations. I just want to be able to use my bike. Warning to anyone, don’t do extended warranty thru UTS as they don’t fix the product.
Business Response
Date: 03/19/2024
Thank you for reaching out to UTS, we have been working with the technician and the engineers at NordicTrack to determine based on the sequence of lights on the controller where the root cause of the issue persists. The technician should have already reached out as additional parts are on order and a return service has been added for the technician to complete repair to the product. We appreciate your effort and patience in helping to resolve the issues presented with your product. Thank you.
Customer Answer
Date: 03/23/2024

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:01/18/2024
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 NordicTrack Incline Trainer model # NTL24015.2 with their extended warranty. Before the manufactures warranty expired problems started occurring where the Incline Trainer would shut itself off for no apparent reason and at times the screen would go completely black. After years of replacing motors, rollers, chip boards, etc. those problems still existed and new problems occurred along the way. On December 18, 2023, I received an email offer to replace my NordicTrack Incline Trainer. The problem with UTS offer is that theyre offering a credit for what I paid in 2017. What I paid in 2017 will not replace my Incline Trainer with a Incline Trainer. This defectively manufactured Incline Trainer that I have was still under the manufacture warranty when the problems began to manifest themselves. iFIT / ICON **************** obligation is to repair or replace the Incline Trainer. In a conversation with a NordicTrack representative before I made my purchase. I was told that if something occurred that couldnt be repaired, then the Incline Trainer would be replaced with a new Incline Trainer. iFIT engineers and techs took 7 years and failed to meet its obligation to repair this defectively manufactured / flawed Incline Trainer. My Incline Trainer should have been replaced while it was still under the manufactures warranty (not under UTS). If I hadnt purchased the extended warranty it still would be the manufactures obligation to repair or replace this defective Incline Trainer. Offering a credit for what I paid 7 years ago isnt replacing my Incline Trainer. This defectively manufactured Incline Trainer has substantially impair the use, value, and safety of my spouse and myself. Seventy percent of the time this Incline Trainer has been inoperable. Therefore, Im requesting that my Incline Trainer be REPLACED with an NEW INCLINE TRAINER or issue me a COMPLETE REFUND of my purchase price and extended warranty.
Business Response
Date: 01/23/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
After reviewing your account and talking with our mangament, we regretfully inform you that because you are no longer covered under the manufacturer's warranty all replacement/refunds will need to go through UTS extended warranty. You will need to work directly with them to get this issue resolved or accept their offer. We apologize for all you have been through.
If you have any further questions, please call **************.

Customer Answer
Date: 01/24/2024

Complaint: 21164565

I am rejecting this response because: (1) the problems with my Incline Trainer started while it was under the manufacturers warranty and the manufacturer "NEVER" fixed the problem. iFIT / NordicTrack, knew that I had purchased their extended warranty and they allow repairs to roll over to UTS.Therefore, trying to escape their responsibilities to repair or replace this defective Incline Trainer. REPLACE doesnt mean that you offer me something less than what I have. I was told (by a NordicTrack / iFIT Representative)before the purchase that replacement (if needed to be replaced) would be with a new Incline Trainer. I bought NordicTrack's top of the line Incline Trainer and now theyre offering me a piece of equipment thats (NOT A INCLINE TRAINER). (2) Neither iFIT or UTS has successfully repaired the problems that began with my Incline Trainer under the manufacturers warranty. (3) This was a defectively manufactured Incline Trainer from the beginning. (4) I ask that iFIT / UTS to refund my purchase price and the cost of the extended warranty or replace my Incline trainer with a new Incline trainer.

Sincerely,

*****************************
Business Response
Date: 02/02/2024
Hello ********************, your complaint has been redirected and assigned to UTS because the manufacturer has indicated that their manufacturer warranty is expired, and you do have an active UTS Agreement. We will do our best to help you understand that your extended coverage is not a replacement plan that guarantees a direct exchange. The Terms and Conditions of your agreement state "C. Limit of Liability: The limit of liability is the least the cost of (1) the purchase price of the Covered Product excluding tax and delivery costs or (2) authorized repairs not to exceed the purchase price of the Covered Product of (3) replacement of the Covered Product with a product with equal or similar features and functionality of (4) reimbursement for authorized repairs or replacement. Upon replacement, there is no longer any obligation for the replaced product under this Agreement." To simplify this language your product was covered by an extended service plan at a cost of $239.95, to date UTS has spent greater than the original cost of the product in service and parts costs. Therefore, we have reached a point where your product no longer qualifies for parts and labor under the Limit of Liability, and you are being offered a replacement credit towards a new product with your credit amount of what you paid for the product $2,299.00. The UTS service plan does not ensure that you receive the same product or model type, with technology and product advances over the last 7 years the manufacturer has made advancements to improve the products which have resulted in price increases. In short, your coverage provides equal compensation for your original purchase utilizing your credit amount. If you would like to fulfill your agreement with UTS the offering is to utilize the credit amount provided towards the product of your choice at which time your UTS service contract will be fulfilled. We want to assure you that our replacement process ensures that each member is entitled to our standard replacement policy when their product reaches replacement eligibility. Thank you.
Customer Answer
Date: 02/06/2024

Complaint: 21164565

I am rejecting this response because:
Hello *************************, its my desire to keep our communication on a professional level. Your reply is very demeaning. First you insult me by addressing me as ********************. If you had only spoken with ***************************, she would have informed you that its ********************, not (********************). Secondly,you continued with your insults by being condescending and assuming that you needed to SIMPLIFY your response concerning this defectively manufactured Incline Trainer.

In response to your reply, iFIT / NordicTrack is and should be held strictly liable for the defective manufactured Inclined Trainer. (1.) As previously stated, this problem occurred while the Incline Trainer was 100 percent under the manufacturer warranty and they NEVER fixed the problem. (2.) iFIT / NordicTrack is strictly liable in that it took over 7 years to come up with advancements in technology to correct and improve the Incline Trainer.

Therefore, Im requesting (1.) a complete refund of my purchase price and you can send someone to pick up this defective Incline Trainer or (2.) replace this defective manufactured Incline Trainer with a new Incline Trainer. I prefer option (one) because I never want to do business with iFIT / NordicTrack again.

Sincerely,

*****************************
Business Response
Date: 02/07/2024
******************** our apologies that we addressed your concerns using the wrong title. Also, we did use the terminology 'simplify' only as a means to address your immediate questions and not quote the entirety of the service contract. However, your complaint and request are not something the Universal Technical Services can address. If you wish to further your complaint regarding a refund of the product and hold the manufacturer accountable for the issues that began under the manufacturer warranty, then this complaint will have to be transferred. UTS will only be able to operate within the terms of the contract as discussed in previous correspondence. Thank you.
Customer Answer
Date: 02/08/2024

Better Business Bureau:

I have reviewed the response made by the business UTS in reference to complaint ID ********. I do not agree to close out my case. I agree to have the resolution to this complaint transferred back to IFIT / NordicTrack. I do wish to further my complaint regarding a refund or replacement of the Incline Trainer. Therefore,holding IFIT and the manufacturer strictly liable and accountable for the defective manufactured Inclined Trainer.

Sincerely,

*****************************
Business Response
Date: 02/12/2024
Hi ******,

We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.

After reviewing your account and talking with our mangament, we regretfully inform you that because you are no longer covered under the manufacturer's warranty all replacement/refunds will need to go through UTS extended warranty. You will need to work directly with them to get this issue resolved or accept their offer as we we would not be able to offer any resolutions due to being outside the manufacturer's warranty. We apologize for all you have been through.

If you have any further questions, please call **************.
Customer Answer
Date: 02/18/2024

Complaint: 21164565

I am rejecting this response because: The problems with this Incline Trainer occurred under the manufacturer warranty and was "Never" repaired, corrected or replaced per the manufacturer warranty.

Sincerely,

*****************************
Business Response
Date: 02/20/2024
Hi ******,

We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.

After reviewing your account and talking with our mangament, we regretfully inform you that because you are no longer covered under the manufacturer's warranty and will be closing the case as we are just going around in circles at this point.
Thank you

Customer Answer
Date: 02/27/2024

Complaint: 21164565

I am rejecting this response because: the problem with my defective Incline Trainer occurred under the manufacturer warranty, not under UTS warranty. NordicTrack / IFIT never corrected the problem that was reported to them with the Incline Trainer.NordicTrack / IFIT warranty states that they will repair or replace the Incline Trainer, and (not with an inferior piece of exercise equipment). IFIT /NordicTrack states that the warranty is inactive. That's because IFIT /NordicTrack has failed to live up to its responsibility. Why should I be penalized because it took approximately 7 years for IFIT / NordicTrack to say that they can't fix my Incline Trainer. I have been without the use of this Incline Trainer approximately 70% of the time. I purchased the UTS extended warranty for my protection. I didnt purchase the UTS warranty to have IFIT /NordicTrack to use it as an escape clause stating it's been 7 years and repair cost are mounting up and we can't fix it. So, we are going to replace it. Then say because it has been 7 years, and we didn't replace the defective Incline Trainer sooner the price has increased by $1,000.00 and you will be responsible for the difference. Consumer prices goes up every year, but that shouldn't relieve IFIT / NordicTrack of their manufacturers warranty responsibility.IFIT / NordicTrack is strictly liable under the law and under their manufacturer warranty to replace my Incline Trainer with an Incline Trainer.IFIT shouldn't be allowed to pass their responsibility on to the UTS extended warranty that I purchase. UTS is only offering an inferior piece of equipment.

I would like to ask the BBB to intervene as an arbitrator in this matter.

Sincerely,

*****************************
Customer Answer
Date: 03/04/2024
I don't agree, but Yes to transferring back to UTS!
Business Response
Date: 03/05/2024
Hello ********************, your complaint has been redirected and assigned to UTS because the manufacturer has indicated that their manufacturer warranty is expired, and you do have an active UTS Agreement. We will do our best to help you understand that your extended coverage is not a replacement plan that guarantees a direct exchange. The Terms and Conditions of your agreement state "C. Limit of Liability: The limit of liability is the least the cost of (1) the purchase price of the Covered Product excluding tax and delivery costs or (2) authorized repairs not to exceed the purchase price of the Covered Product of (3) replacement of the Covered Product with a product with equal or similar features and functionality of (4) reimbursement for authorized repairs or replacement. Upon replacement, there is no longer any obligation for the replaced product under this Agreement." To further explain this language your product was covered by an extended service plan at a cost of $239.95, to date UTS has spent greater than the original cost of the product in service and parts costs. Therefore, we have reached a point where your product no longer qualifies for parts and labor under the Limit of Liability, and you are being offered a replacement credit towards a new product with your credit amount of what you paid for the product $2,299.00. The UTS service plan does not ensure that you receive the same product or model type, with technology and product advances over the last 7 years the manufacturer has made advancements to improve the products which have resulted in price increases. In short, your coverage provides equal compensation for your original purchase utilizing your credit amount. If you would like to fulfill your agreement with UTS the offering is to utilize the credit amount provided towards the product of your choice at which time your UTS service contract will be fulfilled. We want to assure you that our replacement process ensures that each member is entitled to our standard replacement policy when their product reaches replacement eligibility. If you would like to proceed with our standard replacement process please reply with an affirmative and we will get you in touch with our Product Resolution Specialist. Thank you.
Customer Answer
Date: 03/10/2024

Complaint: 21164565

I am rejecting this response because: IFIT / NORDICTRACK is liable for this defective Incline Trainer. Regardless of an active or extended warranty. IFIT / NORDICTRACK knows that it would cost ME OR ANY OF ITS CUSTOMERS ten to twenty thousand dollars to pursue such a matter in court, that we may be made whole.

Im willing to accept equal compensation for my original purchase utilizing the credit amount towards the product of my choice. I do not agree to be liable for ANY TAXES or SHIPPING & HANDLING.

Sincerely,

*****************************
Business Response
Date: 03/11/2024
Thank you for your response, I will have our Product Resolution specialist reach out to you and provide you with the Standard Replacement options under your agreement. Under the UTS contract this is your only remaining option to fulfill your contract. Thank you.
Customer Answer
Date: 03/13/2024

Complaint: 21164565

I am rejecting this response because: I will not agree to pay taxes or shipping & Handling on what should have been an even exchange on a defective Incline Trainer. And most consumers aren't willing to pay attorney fees upwards of 10 to 15 thousand dollars to get a company such as (IFIT) to live up to its warranty. I pray that anyone that's considering buying any IFIT or NordicTrack product go back and read my complaint from beginning to end before purchasing an IFIT product.

Sincerely,

*****************************
Initial Complaint
Date:01/10/2024
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 an extended warranty with United Technical Services every year since 2016 on my NordicTrack treadmill. I have some trouble with the roller in the back of the machine making a squealing and thumping sound. I notified them of the problem and was told to take a video of the machine when it was running. I also was told I had to pay $150 for mileage for the tech. to travel here. This was not part of my contract. I took the video and emailed it to them and they told me the machine was working fine and once again said there is no tech. available. I was also told to take another video of the machine when it was not running. I will send it to them. If the problem is the squealing and thumping sound coming from the machine, I don't understand why the video of the machine when its not running. However, I will comply and send the video. I do not believe that this company is acting in good faith and honoring the terms of the warranty. I
Business Response
Date: 01/16/2024
Thank you for reaching out to UTS, the video supplied pertaining to the noise being reported is not tied to a failure or breakdown of the product. The coverage that has been purchased does provide parts and labor when the product experiences a breakdown or failure rendering the product unfunctional. The coverage is not a maintenance contract that provides an annual service to come out and adjust the product, lubricate the belt, or validate any necessary updates. The member's product has not experienced a failure and although these products may make noise from continued use the coverage does not cover noise as a serviceable qualifier. The product must experience a failure in order to qualify for service as indicated in the terms and conditions of the purchased coverage. If the product fails to operate and there is a distinctive issue that can be identified tied to a breakdown then we would be happy to provide parts and service upon qualification. Thank you.
Initial Complaint
Date:12/18/2023
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.
My elliptical I bought a while back has stopped working. I have contacted a number of your people who have not been able to help me. I bought this elliptical with a 2 year warranty. I dont feel its my job to go out seeking a tech just for you guy. It says they you are responsible for the tech. Its not my fault you dont have one in my area. I need a new console for my machine but nobody can help me get one. Until I go find a tech. Please help me.
Business Response
Date: 01/03/2024
Thank you for reaching out to UTS, can you please detail where you purchased the 2-year service contract from? Can you also please attach the proof of purchase for the service contract? My records do not indicate that we are the service contract provider for the agreement you purchased and in order to validate we will need a proof of purchase for the service contract. Thank you.
Initial Complaint
Date:11/28/2023
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 my extended warranty voided because I moved the machine to garage and they thought treadmill was dirty. I moved the machine back to house and cleaned it up. They decided to void the warranty. Many people have complaints against UTS.
Business Response
Date: 01/23/2024
Thank you for reaching out to UTS, we apologize for the delay in response. The account has been reviewed and per the terms and conditions of this policy the reported issues are not covered under the policy due to the issues being reported while the product was not in compliance with the manufacturer's limited warranty. In the UTS terms and conditions under Section 3. WHAT IS NOT COVERED: Letter A. PRODUCTS NOT ORIGINALLY COVERED BY A MANUFACTURER WARRANTY; Therefore, the manufacturer voids their warranty if the unit is located in a garage and the failures have resulted in such location which then voids the UTS coverage because the product is no longer covered under the full manufacturer warranty. I can see that to date the manufacturer has not fully voided their warranty which provides us with an opportunity, if the member pays for the parts and labor to restore the defective parts then and provides proof that the machine is operating as intended then we can reinstate the parts coverage for the remainder of the eligible time period through December 2025. Thank you.

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