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Business Profile

Exercise Machines

Universal Technical Services

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

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

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Universal Technical Services has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2022

      Type:Product 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.
      I have been waiting six weeks for a fly wheel to complete a repair on an exercise bike. Whenever I call UTS, the timeline gets extended. I paid good money for this contract and nobody is performing.

      Business Response

      Date: 06/23/2022

      Thank you for reaching out to UTS, we have contacted the ********************** and have been able to locate the out of stock part and passed quality checks.  The part should ship from the warehouse within 48 hours, we should be able to complete the service on the unit and restore your product to working order shortly.  Thank you for your patience and understanding.  If you have additional immediate concerns please feel free to call us at ************ or send us an email to **********************************.  Thank you.

      Customer Answer

      Date: 06/25/2022

       
      Complaint: 17442219

      I am rejecting this response because: I will not receive the part until 6/28/22 at the earliest. Then it must be installed in the bike - probably another week wait. When it is installed and the bike is running properly only the would I consider it conditionally satisfactory (after 8 weeks of stonewalling by UTS/ICON). 

      If you leave the case open, I will post the bike is running at last.

      Sincerely,

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

    • Initial Complaint

      Date:05/31/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 extended warranty from Universal Technical Services. Unable to get any resolved today, all afternoon, several calls... told I needed to speak to software ...transferred to an eternal loop were no one picks up. You can request a call back, but it will not be software personnel. It will be the same people who sent you to software to begin with. I was told I must troubleshoot with them, over the phone even though my warranty states "in home labor". A ridiculous phone loop, without resolve. How can I troubleshoot, when you can never get to the appropriate person. Why couldn't an appointment have been made and have them troubleshoot their "in home service contract. Still have a treadmill, not even 2 years old that does not work. I want a repair or a replacement. Lost a whole day today of this phone BS.

      Business Response

      Date: 06/03/2022

      The member has been contacted by iFIT member care team and has worked through the troubleshooting on the product for the software related issue.  The member performed a reset of the console while on the phone which resolved the issue.  This matter has been resolved and identified as closed on our end. Thanks

      Customer Answer

      Date: 06/03/2022

      Please note:  The response and resolve came from the **** team for Proform.  My problem and complaint was lodged against United Technical Services. The company that provided the extended warranty,  to which I paid ***** NEVER serviced or helped me resolve the issue.  Basically, I paid for an extended warranty service and did not receive that.  The Company, evidently has many issues logged with the BBB - the Name is Universal Technical Services.  I really would like a refund because they  never provided the service I paid for.  Although the treadmill is now working due to an reset, this company did not provide the services stated in their contact.

    • Initial Complaint

      Date:05/23/2022

      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.
      I have been waiting on a part for my proform bike for almost 45 days now. The first time I submitted a replacement part was on April 25. It never arrived and I had to wait 10 days to ask for another. This last request said it should have been shipped on May 13. It still has not arrived. I have spoken with my local post office and they said the tracking just says the label was printed but actually has never left the warehouse according to them. I really just want to be able to use my bike. I could have bought the part on Amazon and gotten it quicker but I paid for the extended warranty to get parts and labor. I am thus far very unsatisfied with UTS. My most recent case number is **********.

      Business Response

      Date: 05/25/2022

      We have received confirmation that the part in question has been delivered, a representative reached out to the member and verified that there is no additional parts or services needed at this time.  We have closed the claim.

      Thank you.

    Universal Technical Services is NOT a BBB Accredited Business.

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