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:11/22/2023
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 iFIT Nordictrack Treadmill has repeatedly over the lifetime of the device been rendered useless after the console stops working, which seems to be after an update from iFIT. As I cannot use it without an operating console, and iFIT and Nordictrack know this is an issue, it should be replaced. However, it is near impossible to get through online or to an actual human. This will be the second or third time I have had to use customer service and to have someone ultimately replace this console. I would like **** and Nordictrack to address the issue of their terrible updates which render the equipment useless and are the current reason for a class action lawsuit.
Business Response
Date: 12/13/2023
iFIT has been in communication with the member and UTS was not made aware of the issues. We are happy to send out a console due to the member still being under a parts warranty. However, if the member is seeking any action besides parts they will need to deal directly with the manufacturer as the reported issue is not an ongoing issue reported under the service agreement. The last claim filed under UTS contract was ******* 2020. We will have an agent reach out to order parts if the member agrees to the resolution.
Initial Complaint
Date:11/16/2023
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 a uts extended service plan for In home service for two years with agreement effective date 11/3/2022. ( agreement no ********). This was for my Nordic track elliptical machine model no ntel 71313. Serial *************. Now since my machine started giving trouble last week ( the left pedal arm was not working properly and banging on the equipment frame )-I called the customer service on November 13 2023, around 415 pm ( eastern time) asking for a tech to come home and check the problem since I had a home service contract . But I was told that the tech cannot be sent unless I make video of the issue affecting the machine and sent to the company . ( the UTs contract does not mention that a consumer has to send a video every time a problem existed in the machine) .
Business Response
Date: 12/11/2023
Thank you for reaching out to UTS, we understand that you have some questions about your service plan coverage, and I hope that we can provide clarity to ensure that there are no further delays in rendering any necessary services for your unit. We understand that your unit is experiencing some noise and possible defects at this time, please understand that your coverage does not cover diagnostics performed by a technician, all diagnostics are performed over the phone or via video evidence if troubleshooting does not provide accurate enough information to determine if the reported issues qualifies for service and what parts are necessary to repair the unit on the first visit. The emphasis of repairing the unit on the first visit is a high priority to ensure that there is no additional downtime experienced or further delays in rendering service. The request to provide a video indicating the issue being reported is as much to save the member time and effort in rendering services as it is for the business. We always strive to cut down the number of visits a technician may need to schedule also simply so that members don't have to schedule various appointments to disrupt their work or home life schedules to be present during appointments. We simply request the video to expedite the approval process of your desired claim.

Thank you, UTS.
Customer Answer
Date: 12/13/2023

Complaint: 20878522

I am rejecting this response because this is a just a general response any company would give to a customer to wash off their hands towards their commitment for a good service. When I had renewed my in-house service contract in November 2022 for two years there was no mention that for each service request I have to send a video . Incidentally I had been with the UTS for the past 10 years and there has never been the issue of sending a video .besides now how would I get a video to explain that left pedal arm of my elliptical is banging on the frame if Im on the machine . I dont have anybody to take the video other than me Im a senior citizen .
Sincerely,

*********************
Business Response
Date: 12/13/2023
When the issue is associated to a noise and the member cannot definitively identify the source of the issue we do require a video. In many cases individuals can move the product by hand and video the issue. If we cannot identify the issue over the phone or via video we would invite the member to purchase a diagnostic visit where a technician may come out and do the troubleshooting in the home. We service thousands of products annually and our members do comply in order receive the approved services. Services cannot be approved without definition of the issue and confirmation there is in fact a defect. We would be happy to assist you in servicing your product if you can simply work with our teams to provide the detail required. Thank you.
Customer Answer
Date: 12/13/2023

Complaint: 20878522

I am rejecting this response because:the response is very pathetic. They want me to purchase now a diagnostic test to send a tech home- considering my contract was for in house service . I dont want to lose any more money. I will think it as one of the bad experiences in life to have a contract with this company.
Sincerely,

*********************
Customer Answer
Date: 12/13/2023
I wanted the UTS to repair the machine as per the in home service contract but the company appears to be washing their hands off . They are coming out with different kind of solutions like paying for diagnostic test for tech to come home . I dont want to do that . So the only solution appears to be cancel the contract and refund the money. The contract no ******** was for $275.21. It was for two years effective 11/3/2022.
Business Response
Date: 01/03/2024
Dear Valued Member,

The UTS service contract does not cover a technician diagnostic visit, if you prefer to pay for a technician to come to the home to diagnose the product rather than troubleshooting in detail over the phone or providing a video of the issue reported we will accept your hired technician's diagnosis with confirmation of a paid invoice. Otherwise, you will need to troubleshoot over the phone or provide a video showing the issue. The approval for parts and services per the contract is at the discretion of the Administrator of the contract, in order to dispatch a technician and order parts we do need to know what is visibly wrong with the product. If you would like to provide the video, please send it to ************************************. We hope to receive your assistance to avoid any further delays in rendering services to your product.
Customer Answer
Date: 01/03/2024

Complaint: 20878522

I am rejecting this response because:
the company is going around in circles . There is no guarantee they r going to accept the diagnosis of a hired technician. I already told the customer rep on phone on my first interaction in November what the problem was and she wanted me to send a video. And since the contract was for in house service, obligation lies on the company to send a technician . It appears that company is is no mood to resolve my issue leaving me with no choice but to go for a legal remedy.
Sincerely,

*********************
Initial Complaint
Date:11/14/2023
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 a NordicTrac eliptical on 9/3/2019. It has extended warranty until 9/3/2025. On 10/16/23 requested 4th service call with the same issue but now they have no technician. On the first 3 repairs the tech had problems removing the magnetic wheel. He used pry bar and rubber mallet. I was told repair it myself and they'd extend my warranty, offered $100 towards repair if I found a tech, cancel my policy and I'd be refunded the balance. Why would I want to extend the warranty when I can't get service. I found a tech in Baton Rouge who said it would be around $415. So I took it apart. They sent me a video on removing magnetic wheel, which does not require a mallet or pry bar. The wheel does not just slip out of the bracket. I think the cause of the problem is the bracket that the magnetic wheel sits in bent or crooked. The bracket is welded into the machine. I called back. Jacob said they would give me credit for the amount I paid. Allison would be contacting me in 24-48 hours. Days went by, I called back. Someone else told me yes, they were giving me credit and would submit another request for Allison to contact me. Several days later I received email saying they had found a tech who was willing to come out here. That's been over a week. I contacted the service provider who they said was coming out. They don't know when it will be. It's a travel technician from Tx (I'm in Louisiana) and he's very busy. I called UTS again. Said that it didn't matter how long it took for them to get out here. No where in the contract does it state they have infinity to repair the unit. But it does say there is a "no lemon policy" which states after three services repairs on the same component and the product requires a fourth repair, they will replace the unit. I want to use the "no lemon" part of my policy I no longer want it serviced. And I no longer want a credit towards replacement because they have no one to service the product, even under manufacture warranty.
Business Response
Date: 01/23/2024
UTS will be reaching out to provide the member a resolution today, the member has an ongoing servicing issue that we will ensure is resolved today. Once we reach out to the member this should be resolved in short order. Thank you.
Customer Answer
Date: 01/23/2024

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.
They have agreed to let me choose another unit of equal value after several months. I will still owe more because like everything, prices have gone up.
Sincerely,

******* ********
Initial Complaint
Date:09/26/2023
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 bought an extended service plan from Universal Technical Services on 2/18/14 for an expensive NordicTrack treadmill. The service plan expiration date is 2/18/24. Agreement Number ********. The treadmill which is a not used much had an electronics problem a few months ago (July 2023). I called Universal Technical Services in July and without even inspecting the treadmill they claimed that I abused the machine and therefore the warranty was void. This machine was only used by my wife and myself in our home for its intended purpose (exercise) and we have another (even older) treadmill that is our primary running treadmill I think this extended warranty service is a scam. There is no recourse unless I go to arbitration. I would have to pay an attorney to fight this which would be more than the cost of repair. They refused to inspect the machine, provide me a case number or a way to appeal short of getting lawyers involved which would cost more that a new machine. II think the BBB should investigate and shut them down for deceptive and fraudulent business practices. I do not see how they can claim I abused the machine without even looking at it or claim abuse under these circumstances. Please investigate my claim.
Business Response
Date: 09/26/2023
Dear member, we have reviewed the file as well as the history of phone conversations and have determined that there is no definitive proof that the product experienced any abuse or neglect. We have declared that due to the age of the product wear and tear is likely the culprit to the failures inflicted on the console. We will have a representative reach out to provide our next steps for resolution. Thank you.
Customer Answer
Date: 09/27/2023

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:09/07/2023
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 purchased an IFIT Rower approximately 1 1/2, along with this I purchased an extended warranty. On August 4, 2022 I filed a claim because my rower was no longer working. I received replacement part a few days later and contacted UTS thru their online warranty page, as to when would the technician arrive to replace the parts they sent me. On August 15, 23 I was contacted and informed that they had no techs in the area and could not see anyone out. (See below) Hello, I have been informed that we do not currently have a tech assigned to your area. The service company is trying to get someone hired but it is taking longer than expected. In this case the options you have available are 1. Wait for tech to be hired 2. Complete the repair on your own for 1 extra year of parts and labor coverage 3. Locate your own tech for up to $100.00 reimbursement 4. Cancel service plan for a refund I apologize for the inconvenience, Please let me know if you have any questions or how you would like to proceed. Thank you I have request to either fix or replace my rower per the warranty agreement I paid I have sent several email and online requets with no response Case details Case description While using my rower I was pulling back and the rower strap continued coming, and I can no longer use my rower. Case Request Type Service & Parts Reason for your request Case submitted by: ******* ******* Contact phone number: ###-###-#### Contact email: ************************* Case number: ****** Product Details Product Family PROFORM - ROWER Model / SKU ********* Serial Number ************* Purchased At PROFORM.COM Purchase Date Jan 20, 2021 Manufacturer's Warranty End Date Apr 20, 2022 Parts Warranty End Date Jan 20, 2022
Business Response
Date: 09/12/2023
Thank you for reaching out to UTS, we have presently been working to locate a technician in the area. We will have a representative reach out today with your resolution. Thanks.
Initial Complaint
Date:08/22/2023
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 have been working with iFit/Proform/Icon fitness for warranty repairs on my treadmill for months now. They continue to provide no resolution. I have had technicians out to my home 9 times and I still do not have a working treadmill. They have replaced the same parts numerous times, sent fault parts numerous times, and have no solution. At this point they clearly cannot fix the issue.
Business Response
Date: 01/23/2024
Thank you for reaching out, this product has already reached a resolution and the product has been replaced under the UTS service contract. This claim may be closed as we have provided resolution back on 9/12/2023. Thank you.

Initial Complaint

Date:08/21/2023

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.

We purchased an extended warranty for our treadmill in Dec 2022. Shortly after our treadmill completely stopped working. After filing a warranty request we have been given the run around while the company has been sending part after part and now it's been 8 months and our treadmill has not been useable for 8 months. They are now saying they can only try to fix it but are not required to replace it if it never works again. ALL parts have been replaced and the technician who comes out has no more ideas on how it can be fixed. Now we are stuck with a treadmill that does not work AFTER paying for a warranty that did absolutely nothing. I want a replacement treadmill and my money back for the warranty that was misleading and of no use. We are constantly being given the run around.

Business Response

Date: 08/22/2023

Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

After reviewing your account the tech has stated that the machine was is working condition upoon departure. Can you please tell us what the machine issue is? I'm happy to help get this resolved for you.

Thank you

Customer Answer

Date: 08/22/2023

Complaint: ********

I am rejecting this response because:

the tech did not test the machine and asked me to have someone run on it and let him know if the issue was solved. The same thing happens that has been happening since Jan. The treadmill starts and then suddenly comes to a dead stop and sends the runner flying. The machine starts up again and then stops. It’s the SAME issue we have been reporting. All parts have now been replaced. At this point we want a refund for the lemon of a treadmill and our warranty.

Sincerely,

***** *** ****

Business Response

Date: 08/23/2023

Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

After reviewing your account and reaching out to our Billing and Returns department they have confirmed that a refund or replacement are not available at this time. I'm happy to set up the tech to come out back and inspect your machine however he would need to deem the machine unrepairable to see what further options we have otherwise we will have to continue with parts and service.

You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer

Date: 08/24/2023

Complaint: ********

I am rejecting this response because: the technician has already said he doesn’t know what else to try. Please reach out to him and he can tell you that. It doesn’t change the fact that we have had a non-working treadmill for 9 months. Have someone come out and deem it unrepairable. I want a refund and the money back for the useless warranty. It is not reasonable to replace every.single.part and then say we can’t have a refund when it does NOT work.

Sincerely,

***** *** ****

Business Response

Date: 08/28/2023

Hello,

We understand the frustration, in order to move forward with resolving this issue we need to send out a tech. We apologize for all you have been through, once the tech can confirm they will review your case and see what further action we can take.

Thank you

Customer Answer

Date: 08/29/2023

Complaint: ********

I am rejecting this response because: we have had a tech out so many times which requires us to take off work. You can send them out again but I am not closing this case because this is not solved. Please let me know when a tech will be out

Sincerely,

***** *** ****

Business Response

Date: 08/30/2023

Hello,

We understand, we are happy to keep it open until your machine issue is resolved. Please allow 3-5 business days for the tech to reach out for scheduling. Thank you

Customer Answer

Date: 09/15/2023

Complaint: 20497573

I am rejecting this response because:

Second attempt to get our money back for a lemon of a treadmill and a paid warranty that was useless. Last filed a complaint and was told someone would be in touch in 2-3 business days. Of course, no one called or reached out which has been our experience. I want a REFUND for the treadmill that has NOT worked for almost a full year now and the warranty that was useless. My next step will go to social media and our local media outlet. THIS IS UNACCEPTABLE.

Sincerely,

***************************

Business Response

Date: 09/15/2023

Hello,

We have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

If you have any questions, you can contact our Member Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer

Date: 09/18/2023

Complaint: 20497573

I am rejecting this response because: you continue to put us off. I have spent hours calling member services and getting no assistance

Sincerely,

***************************

Business Response

Date: 09/19/2023

Hi *****,

I apologize for the frustration, I have spoken with the tech this morning and you will be hearing from him today for scheduling.

Thank you

Customer Answer

Date: 09/19/2023

Complaint: 20497573

I am rejecting this response because I don't have a date scheduled for someone to come out.

Sincerely,

***************************

Business Response

Date: 09/21/2023

Hello,

We're sorry to hear that. We have reached out to our service team and let them know.

This will be escalated to make sure you're contacted as quickly as possible.

Please let us know if you have any questions.

Have a great day!

Customer Answer

Date: 09/22/2023

Complaint: 20497573

I am rejecting this response because: until the tech comes to confirm our treadmill does not work we do not have a solution.

Sincerely,

***************************

Business Response

Date: 09/25/2023

Hi *****,

I am showing that the tech came back out on 9/22/23 to inspect your machine, your extended warranty has been notified of action that the tech would like to proceed with.

Thank you

Customer Answer

Date: 09/25/2023

Complaint: 20497573

I am rejecting this response because: The tech said there is nothing else he can do and told us to call software support ,which we have a million times. It is not a software issue. This is clear we are getting the run-around and there is no solution other than a refund for a defunct and a lemon of a treadmill.

Sincerely,

***************************

Business Response

Date: 10/16/2023

UTS has confirmation that the parts requested by the technician to complete repairs have been delivered to the home. Due to the responses in this complaint going to the manufacturer we have incurred unexpected delays in rendering services for which we apologize. We are reaching out to the technician to request a speedy scheduling to install the delivered parts and ensure the unit is operating to manufacturer specifications. If you have immediate questions, please reach out to UTS at ************. Thank you

Customer Answer

Date: 10/16/2023

Complaint: 20497573

I am rejecting this response because we have had every part replaced imaginable, so I am doubtful this will do the trick after 10 months so I won't accept this until I know it is actually working.

Sincerely,

***************************

Customer Answer

Date: 10/17/2023

We are still requesting to be able to return the treadmill and get the money back for the warranty we paid for. It's been 10 months without a working treadmill and that is an unreasonable time to be without something we paid so much for. The company keeps replacing parts and nothing works. It's unreasonable for us to keep a treadmill we can't use and pay for a warranty that has not done what it was supposed to do. At this point we don't trust the treadmill with all the pieces that have been replaced.

Business Response

Date: 10/17/2023

This request would have to be placed with the Manufacturer for a replacement, UTS is only responsible for the service portion of the agreement at this time and iFIT has decided to continue to replace parts under their manufacturer parts warranty. UTS and the service plan would only consider replacement if we were replacing parts under our contract and it reached the No Lemon Policy in the terms and conditions. We do sympathize with your request for a replacement, though that would have to go through iFIT directly for approval. We would also advise that all services completed under the UTS contract would be deducted from any eligible refund and to date UTS has send out more in services than was paid for the service plan so there would be no refund due under the UTS service plan for services rendered. If you wish to pursue a replacement that would need to be resolved with iFIT prior to the servicing on October 19 otherwise if the product is repaired there will be no further claim to request a replacement for a repaired product. Thanks.

Customer Answer

Date: 10/17/2023

Complaint: 20497573

I am rejecting this response because:
Complaint: 20497573

I am rejecting this response because I am not the one making the decision to repair a treadmill that is obviously not repairable. I have been asking for a replacement/refund because this treadmill is a LEMON!

Sincerely,

***************************
Sincerely,

***************************

Business Response

Date: 11/07/2023

Thank you for reaching out to UTS, our records indicate that the technician was out to the home on 10/19/2023 to repair the unit. The technician has uploaded a member signature indicating that the technician was in the home and the services rendered restored the product for full operation. The technician indicated he advised the member that should there be any issues that arise post service to reach out and a video would be required to validate the issue was not resolved. To date there have been no additional requests for service. Again, the UTS contract is strictly associated to the labor to repair the product, should there be any disputes over the manufacturing of the product or defective parts these issues would have to be addressed under the active manufacturer parts warranty that is active until 1/5/2026.

Initial Complaint
Date:07/21/2023
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 am very dissatisfied and disappointed (and that is putting it mildly) with the extended warranty we purchased through UTS for our S22i. ( NTEX02121 Serial # *************). We purchased it on 6/24/21 and it was delivered on 7/14/2021. We recently started having issues with grinding as we pedaled and we’re told to order replacement Frame Bearings (order #**********). Sadly the technician could not undo the blot using the Allen wrench provided and also his power tool. Therefore he could not install the new bearings. He also noticed that there was rust on the lower legs. We keep all our equipment (Freestider, Incline Trainer and rowing machine) in our climate controlled family room (A/C and heat) and always wipe down our equipment after each use. UTS voided our warranty due to the rust BUT that is not the issue, replacing the bearing is, or the fact that the technician could not do that. We have been a loyal NordicTrack customer since the days of the wooden ski machine and feel very dissatisfied with the way UTS has treated us. We will be pursuing action via the BBB, Kentucky Consumer Protection and if need be, the Small Claims court.
Business Response
Date: 07/27/2023
We are sorry to hear of the issues you are having with your exercise equipment.
As a service plan company we are not the manufacturer of the product rather a service provider outside of the limited manufacturer's warranty. We simply cover replacement of mechanical and electronic components due to failures or defects and in home service for those parts. The Manufacturer does not consider rust to be a manufacturing defect and therefore is not covered under either the limited warranty that comes with the product or the extended service plan. The service plan is first and foremost a parts and service plan not a replacement plan. If the unit can be cleaned and the rust removed with photos provided we can have the technician return with guidance from the product specialist on how to proceed with service for your product. You may submit photos and evidence of the proving the unit is free of rust to [email protected]. You may also reach out to the manufacturer to discuss your displeasure with the quality of the product as indicated in your complaint. Thanks
Customer Answer
Date: 07/27/2023

Complaint: ********

I am rejecting this response because:
I am rejecting this response because: subsequent to the initial complaint, we have ascertained that the rust on the front lower leg (again the ONLY place there is rust and it is NOWHERE near where the M12 crank screw which attaches the pedal crank is situated - the part we initially needed replacing); this rust has been caused by abrasion/friction due to the upper and lower legs coming into contact when the bike inclines or declines. The initial photos sent by the technicians my not have shown this in that they did not raise the legs which also shows wear/abrasion contact marks, some in the early stages with no visible signs of rust and some older, where the protective coating has been rubbed off and rust is visible. To fully resolve this matter and ensure that rust does not return, we request that UTS also provides us with replacement upper and lower legs and the M12 crank screw as it cannot be undone, requires drilling out by a certified technician.
Sincerely,
****** ****
Business Response
Date: 07/31/2023
The manufacturer has voided the full Limited Warranty, this voids the UTS Service Plan entirely when a manufacturer voids the manufacturer warranty. You will need to contact the manufacturer of the product to try and reinstate the manufacturer warranty because we cannot order parts or service for a part that the manufacturer determines is not associated to normal wear and tear such as rust. If the manufacturer re-instates their full coverage then UTS will re-evaluate coverage for parts and service, today the service plan is on hold. Thanks.
Customer Answer
Date: 07/31/2023

Complaint: ********

I am rejecting this response because: the bike was no longer covered by the manufacturer's warranty as it was over just 2yrs old, one month past the manufacturer's warranty. Hence, we went through UTS since we had purchased the 4-year extended warranty though them. UTS was the one that we initially contacted, and they were the ones that voided our extended warranty.

Sincerely,
****** ****
Customer Answer
Date: 07/31/2023
The NordicTrack S22i bike in question at the time of the initial problem that the technician attempted to fix was 25 months old. We contacted NordicTrack to see if the front upper and lower legs a secondary issue, were considered part of the frame - the ONLY part covered for 10yrs, and they are NOT. Hence, the only warranty we have is the one purchased through UTS for 4 yrs.
Business Response
Date: 08/01/2023
Thank you for the response, it is important to correctly understand the facts of your coverage. UTS has not voided your service agreement, we have placed the service agreement on hold due to the reported rust and the fact that the manufacturer has voided the manufacturer warranty. The terms and conditions of the UTS service agreement states under Section 3. WHAT IS NOT COVERED: Letter A. PRODUCTS NOT ORIGINALLY COVERED BY A MANUFACTURER WARRANTY; Letter T. FAILURE AS A RESULT FROM RUST OR CORROSION ON ANY COVERED PRODUCT OR PART;. Both of these scenarios are at play currently, the manufacturer has voided the original manufacturer warranty preventing UTS from ordering any parts or service for the unit because they have voided the coverage on the remaining frame warranty it would void the UTS agreement. However, we are providing you the opportunity to work with the manufacturer and plead your case that the manufacturer reinstate your manufacturer warranty if they deem the unit as not being neglected or not a result of manufacturer defect due to the excessive rust found on the unit. As stated if the manufacturer reinstates the manufacturer warranty then UTS will consider further parts and service on the unit where the stripped part does not appear to be affected by rust but we cannot proceed to that point unless the manufacturer reinstates their risk coverage to continue the full manufacturer warranty. I see that you spoke via chat with a representative about the frame coverage but the manufacturer warranty was not reinstated. This issue where the manufacturer has voided the warranty is between you and the manufacturer of your product, until it is resolved your UTS service agreement will remain on hold pending the manufacturer decision. Again we are willing to assist once resolved but we do not dictate what the manufacturer rules under their manufacturer Limited Warranty. We hope to hear that you have a resolution with the manufacturer and can proceed to assist as best we can. Thanks.
Customer Answer
Date: 08/01/2023

Complaint: ********

I am rejecting this response because: again, the above photo shows very clearly the issue. The upper and lower legs are coming into contact and causing the protective paint to be stripped off. I hardly think this is normal, having spoken with other S22i owners and therefore it is a manufacturing issue. As such, the manufacturer should not be able to void their own warranty. We have tried to get them to reinstate it, but they are being most uncooperative. Sadly, this looks like we will have to file a complaint with the KY AG and the Kentucky Consumer Protection bureau.

Sincerely,

****** ****
Initial Complaint
Date:07/18/2023
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.
I Purchased NordicTrack Elliptical extended Warranty on 2/3/23 for $466.60 on original Elliptical of 2014 & never filed a claim under it so I am requesting a refund of $466.60. Company says they replaced the Elliptical under new warranty but I Claim it was under OLD warranty as repair started under it. NO New issue was reported under new warranty. Edgar H**** the technician has confirmed it twice 5/12 & on 7/15 on recorded line it was same issue & NO new issue 1/30/23 Repair order was filed by me at ###-###-####. Parts were ordered by the company on Phone without looking at Equipment 2/15/23 Dan L***** came to fix the it but said parts were not right & he ordered new parts 3/20/23 Dan & Edgar H**** came to fix it & when done I signed the paper which only showed the amount for their visit and I didn’t sign off that the Eliptical is working with no issues. Edgar said to call back if noise still persists 3/28/23 Called Dan & reported that the problem is still present. We had used it only couple of times and called back to report the noise is still present 4/1/23 Edgar came back to check it & said he will order new parts as it was the previous fix didnt work 04/11/23 Alison K****** called saying the eliptical will be replaced & it was replaced on 4/21/23 5/01/23 I called to ask for the refund of the new extended Warranty of $466.60 because no new issue was reported under new warranty & explained this to Abdy. She was very rude & would not listen to me & said no Manager will talk to me 5/01/23 I sent email thru the company’s portal & Bethany emailed saying it was a new issue so they replaced product under it & no refund will be given. I replied in detail it was not a new issue but I got no answer from her Since then exchanged emails with Alison K****** with no resolution. I let her know I will file the complain with bbb. I even offered that they can give me extended warranty on new Elliptical but NO manager has even reached out to me and tried to resolve this
Business Response
Date: 07/31/2023
Thank you for reaching out to UTS, we have reviewed the file and have found the following detail in regard to your claims. The contract ******** which you have referenced your original claim was filed on 1/31/2023, this service contract expired 6 days later. When the technician came out to the home and service the unit it was determined that additional parts and a return service would be needed to repair the unit. When there is a new parts or service request created it is associated to the active contract at the time the request in initiated. Once the technician requested additional parts and a return service it was associated to the only active contract. Therefore, when the parts were deemed as no longer available from the manufacturer the replacement product is dispatched under the active contract for which the claim was processed. The contract was indicated on the paperwork that you signed to agree to the terms and conditions of the replacement product at which time you acknowledged that you understood the unit was being replaced under contract ******** and would be fulfilled with the acceptance of the product replacement. This contract has been fulfilled based on the terms of the contract and the terms of the replacement which was signed for and agreed to. There will be no refund or application to a new contract, the contract has been fulfilled and was processed appropriately for the service claim requests. If you have additional questions please reach out to UTS at ***************. Thanks.
Customer Answer
Date: 08/03/2023

Complaint: ********

I am rejecting this response because:
I disagree with the explanation provided by UTS that the unit was replaced under new contract when it should be under old contract.

UTS says: The contract ******** which you have referenced your original claim was filed on 1/31/2023, this service contract expired 6 days later. When the technician came out to the home and service the unit it was determined that additional parts and a return service would be needed to repair the unit.

1. I called on 1/30/23 to report the issue and not 1/31/23. I have phone record and I can provide that upon request.
2. UTS ordered parts was on 1/31/23 on phone without looking at the Machine.
3. Technician Came in on 2/15/23 and said that the parts ordered on Phone were not right and ordered new parts. So it’s not our fault that UTS Could not fix it before the expiration of the warranty under which the original claim was filed. Problem continue to exist and parts were not available so UTS replaced the product. So how can this be a new problem under new warranty when the company did not send in correct parts, could not fix it, needed additional parts to fix the issue and the issue was not resolved under the filed claim.
4. To give more perspective on the machine that needed repairs… We purchased it on 2/7/14 and we have always paid and got it covered by extended warranty and last purchased extended warranty was on 01/16/2020 for $349 which was never used and the first claim we ever filed under it is the current one.

UTS says: The contract was indicated on the paperwork that you signed to agree to the terms and conditions of the replacement product at which time you acknowledged that vou understood the unit was being replaced under contract ******** and would be fulfilled with the acceptance of the product replacement. This contract has been fulfilled based on the terms of the contract and the terms of the replacement which was signed for and agreed to.

1. I do not have a Copy of the signed contract to refer back. If UTS did put in the new contract number on the replacement contract, then I would consider that contract as not valid as the replacement should have been under the contract the repairs started as explained above. I was not explained that its being replaced under the new contract as I would have objected to it right away.

I would request a fair minded person to take a look at this dispute and decide if this is a fair practice by UTS to assign the previous claim to the new extended warranty. Thank you very much for your help.
Sincerely,
******* *****

Business Response
Date: 08/09/2023
Thank you for reaching out once again. We have closed this dispute due to the agreement that was signed and the understanding that the contract would be fulfilled under the active contract for which any additional expense would be accrued to repair the unit. The attached files show the form that was reviewed, agreed upon, and signed in order for UTS to process the replacement order. Had the agreement not been signed UTS would not have ordered the unit and any disputes would have been addressed prior to the fulfillment of the contract. All claims under contract have been closed for this product. Thanks
Customer Answer
Date: 08/11/2023

Complaint: ********

I stand by the explanation that I have provided in my complain and reject UTS’s claim that the product was replaced under new contract. They did not provide any explanation on their form that the project was being replaced under new warranty and if they did that I would not have signed it. UTS was deceitful in how they went about this by putting this replacement under the new contract when all the work was done or should have been done under the old contract as I have provided the details in my explanation. Any fair minded person reading the details that I have provided would agree with me that UTS was not honest in their dealings with me even though we have been with them for many years, kept paying for extended warranties and never used them and when we really had to use it they cheated us.

Sincerely,
******* *****
Initial Complaint
Date:05/31/2023
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.
Purchased a STAND ALONE 3-yr service plan on Amazon approximately 8 months after purchasing my *********** Commercial ****. Per the Amazon listing for the service plan "the [plan] begins at the date of purchase and provides coverage for term length chosen." Notably, it does not say from "date of purchase OF THE MACHINE". When I called to have a service technician come out, the customer service representative said my plan expired because the term of the agreement is "from the date of purchase machine" and that the service plan only applies to new machines. I pointed out that this is not what the advertisement says and he pointed me to the **************** Plan documents that I received AFTER I ALREADY ENTERED INTO THE CONTRACT. Given the contradicting language between the advertisement and the contract, I requested to speak to a manager. The customer service representative refused to transfer me to a manager and, instead, gave me a PO Box that I could reach out to. This is clear fraud in the inducement. No where on the advertisement does it say that the service plan is from the date of purchase of the machine. To the contrary, the ad clearly suggests that is effective from the date of purchase of the plan. If they intended it to run from the date of purchase of the machine they could have easily made that clear. Instead that chose to mislead customers. It's really sad that this company operates like this. I've purchased multiple *********** machines and service plans from UTS in the past. Needless to say I won't be purchasing from them (or ***********) again in the future.
Business Response
Date: 06/02/2023
Thank you for reaching out to UTS, after review of the purchase and service file we will honor the terms of the contract through the expiration date of 8/18/2023. An agent will reach out to assist with the next steps to assist with your units immediate needs. Thanks

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