Complaints

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

• Initial Complaint

  Date:04/01/2024

  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.

  Teeter falsely advertises the performance of the machine I purchased. I bought it and then was unable to use it due to illness. When I was able to use it at first - a piece broke. They replaced that - required the machine be taken totally apart to replace it. Had to pay to have that done. Then I had heart surgery - after which I tried to use it again to no avail. The resistance simply does not work. No matter which number you turn the dial to, the resistance stays the same. They advertise - 13-LEVEL MAGNETIC RESISTANCE. That is untrue. There is NO resistance. I have contacted Teeter several times. Their response was it had to be returned in 90 days if I wanted a refund. Their propaganda says you can return it in 90 days if you don't like it. It says nothing about returning it because it is defective. I have a two year warranty on this machine (still in effect) and they will do nothing - regardless of what you tell them. When I complained about the resistance I was told they had sent a replacement. I guess they thought that settled it. They did send it but that doesn't work either. I also complained about the location of the seat. No response to that. So basically they said there was nothing they could do. I am not in a financial position to throw away $936 plus. They either have to fix it or refund my money. Right now it is worthless. When I told the nurses at cardiac rehab I had bought this machine, they just stared at me as if I had bought a useless piece of junk. They were right. I read the other complaints against this company. All basically said the same thing. How can a company advertise the benefits of a machine and of their excellent customer service when it is a complete lie? This is fraud. Teeter should be brought up on charges. I want this resolved one way or another as stated above. Prefer the refund so I can buy a machine that works as advertised - a NuStep works - a FreeStep does not.

  

  Business Response

  Date: 04/12/2024

  Customer contact history:

  8/22: Product purchased.
  

  4/19-4/28/23: **************** contacted us because she was having issues with the resistance. We let her know that to address the issue, we would need to send a part replacement, or she could choose to return the product in full. She opted to have us replace the part and it was sent out. Subsequent communication indicated she had not received the part and our representative confirmed delivery via ***** tracking. We offered to replace it again if needed or to issue a return if she wanted to do that. We received no further response.
  

  2/5/24 - **************** contacted us via online form to indicate she was still having issues with the resistance and also indicated dissatisfaction with the seat adjustment settings. She requested information on how to return for a refund.
  

  2/6/24 - Our customer service representative responded: Thank you for contacting Teeter. Im sorry to hear that you are unhappy with your purchase. Unfortunately,we are unable to process a return on this product as it was purchased in August 2022. Please know that our return policy allows for a 90-day window and we are unable to issue refunds after 120 days of purchase. I see we did a warranty order for a new base in April of 2023, did this not fix your issue with the resistance? Any additional information you can provide would be greatly appreciated.I look forward to hearing from you!
  

  2/12/24 - **************** responded with further information about the product performance (that the resistance does not change) and seat (its too short).
  

  2/13/24 - Our customer service representative responded: Quality and customer service are our top priorities. I apologize if you feel that weve missed the ***** After reviewing your account, I noticed that we offered to process a return for you in April 2023, around the same time when we replaced the base. However, we never received a response from you and unfortunately, the return window has now closed. We are no longer able to process any returns on your account. You should feel the resistance changing on every level. If youre not experiencing this, we can send you a replacement base and have it go through quality control to ensure all 13 levels have the appropriate resistance. Its worth noting that the seat doesnt move from front to back, but rather up and down at a diagonal angle. To assist you, heres a helpful video [link]. We would appreciate the opportunity to work with you in resolving the issues you are experiencing. We received no immediate reply.
  

  4/1/24 - **************** contacted us saying, Final time I am contacting you. This machine is still under warranty even though you take no responsibility for its failure to perform as advertised. I either want a replacement or someone to come fix this machine. Right now it is a $1000 boat anchor. Our customer service representative responded as follows: Thank you for contacting Teeter. Im sorry if you didnt receive our previous email from February. I can process a warranty order to send you a new base replacement. This would require you to transfer the seat, handles, pedals, the console bar and rear stabilizer bar to the new base. Unfortunately, we do not have any technicians who would be able to come out and fix the product. Please let me know the best address to have this shipped to. We receive no direct response until the BBB complaint.
  

  Company response:
  We regret the unsatisfactory experience and performance of the product. It is certainly an unusual situation that the resistance issue was not resolved with a part replacement. We stand behind our products and strive to meet our quality promise. As offered, we would prefer to assist the customer to ensure the product is in full working order. We are happy to issue a $200 refund to cover the time or expense for changing out the necessary part.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21512551
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  $200 does nothing to solve the issue.  I would like to see copies of the emails in which they said I could return the machine for a refund.  I have NO such emails from them stating this.

  If they are not going to accept a return and issue a refund, I want them to send someone to fix it.  I think the machine is flawed.  Says there are 13 resistance levels.  First one had one and the second one had one.  They did send me a replacement part - I had to pay almost $200 to have someone take the machine apart and put it back together again.  There is no negotiating on them sending someone to repair the machine.  I am sure this person will find what I have found TWICE as it relates to the resistance.  I will also accept the $200 as I had to pay to have the send 'non working' part.

  Their advertising is fraudulent. 
  

   

   

  

  Business Response

  Date: 04/29/2024

  As requested, please see attached for an exported contact record from our system which details every email correspondence with ***************. The email in which we indicated she could return a machine for a refund is time stamped 4/28/23 9:14 am from CS agent *******, At this time if you are wanting to return I can certainly get that going for you, or I can get another base mailed out to you. The next recorded correspondence from **************** was 2/5/24.

  We have never charged for the return of the non-working part nor asked for its return; there are no charges on the customers account except the original transaction. We stand behind our performance claims and the strong customer rating of 4.6/5 stars for this product supports this. On the rare occurrence that the product does not perform as expected, we work with customers to rectify the problem, as documented in our email correspondence.
  

  While we believe the initial offer of part replacement and a $200 credit to cover assistance with the servicing is the best solution to provide **************** what she originally wanted (a working product that will deliver the benefits as claimed), this solution has been rejected so a full refund will be processed. Original payment was made through PayPal, requiring a refund via check. This will be sent to the address on file please note this will take a few business days to process and deliver via FedEx. We regret **************** dissatisfaction and wish her the best. 

  Customer Answer

  Date: 04/30/2024

   
  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:11/07/2022

  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 went thru two. no help from customer service at all. the seat k*** breaks in a week. they wouldnt send out new one. the arms go a few days later. the drivetrain, which you cant get to, wobbles. legs always looose. seat wobbles so bad it hurts your back, not helps. this thing causes more injury and strife than anything else. cheaply made. if you take this and send a new one but i dont need computer, any housing, nor the foot rest. keep that. having someone bring it up stairs and the other down is needed.

  

  Business Response

  Date: 11/18/2022

  Hello there and Thank You for your review, I am very sorry you are having such troubles with your product. I am unable to find you in our system, so I am not very sure what product you have. Please call our **************** at ************ and ask to speak to the manager so we can get this taken care of right away! Again, I apologize for the experience you are having, let's get it turned around! Thank you and have a great day! 

   

  Sincerely, 

  Teeter **************** Management 

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18372081
  
  I am rejecting this response because: not true
  
  Sincerely,
  
  ************

  Customer Answer

  Date: 11/30/2022

  i just need the arms, total arm pieces, new seat s**** and new seat post and the things the pedals hook into.       Order Details
  Ordered on November 2, 2022 Order# 113-5295553-3345849
  Printable Order Summary
  Shipping Address
  *******************
  11016 *************
  **************, ** 95670
  *************
  
  
  Payment Method
  **** ****
  
  Order Summary
  Item(s) Subtotal:
  $949.00
  Shipping & Handling:
  $0.00
  
  Total before tax:
  $949.00
  Estimated tax to be collected:
  $83.04
  
  Grand Total:
  $1,032.04
  See tax and seller information

  

  Business Response

  Date: 12/15/2022

  Hello, first I would like to apologize for your experience you have had with the Teeter product. I have looked into this account and I am not seeing any communication from customer to ******************** about missing parts ect. The only thing we received was a return request from Amazon that we processed and refunded. I am very sorry we were not able to get you the missing parts, please next time come directly to Teeter to get anything that has to do with the product. Thank you and have a great day! 

   

  Sincerely, 

  Customer Service Management 

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18372081
  
  I am rejecting this response because:
  first of all, it is ******************* at *****************************************. second, im not re discussing your sloppy recording keeping that lost my purchase, which is a ccp violation and cause for loss of business license and fines. third, the videos clearly show this is a product design flaw, negligence and liability which caused injury and should stop being produced. since you would not take this and provide the very compromised settlement i provided, i have no choice but to pursue in arb, mun court, and with AG, which i will be doing and billing you for. it was simple, you made something with a sloppy right side drive which hurts left dominated people. it was not accessible, as you have that whole area sealed shut. you violated *** when brought to your attention. i even offered to set aside the injury claim to just have it gone and the going price for it mailed to me. given your steadfast negligence, i will have to pursue all outlets to inform others and stop the selling of this product at Amazon and other major retailers. the legal papers have been filed and your CEO will receive notice soon. it is too bad you chose this route.
  Sincerely,
  
  ************