ComplaintsforImpexFitness Products

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a PM-**** on January 4th ****. When I arrived home i immediately haven building the system. I was missing and entire package of hardware to build the bench and pack of other parts. I contact the companys help desk and was told I would have some parts quickly but the actual hardware wa 5-6 weeks out. Then I decided to inventory everything else and found that I was also missing part 4 which are the brackets to attach the seat to the bench. I again contacted Marcy on January 10th and was told the parts would be about 9 weeks out. I responded and told them that that was unacceptable which they responded to saying that they had the parts in and I could expect them within 5-6 days. I contacted them on the 16th for an update, at which time they told me the part was on backorder again and it would another 9 weeks. They also suggested that I return or exchange the product, which is out of the question seeing as how its mostly built in my basement now. I now have a piece of equipment that I paid $400 for and cant use, just taking up space. All I want are the two seat brackets so that I can use what I paid for.

  Business response

  01/26/2024

  Good Afternoon ****,

  We sincerely apologize for the confusion and inconvenience that occurred. It seems there was some miscommunications on our end regarding this issue.

  We went ahead and assured the parts order was prepped immediately and it is currently awaiting shipment via Sendle (please allow until 01/29, end of day, for the tracking to update.)
  

  Your tracking number will be S3D9W67 and can be tracked at *************************************

  If you have any questions or issues with the order, please feel free to re-open the ticket, or open a new ticket and request I help you via ticket.

  Thank you in advance for your patience and understanding, have a joyful weekend
  

  Customer response

  01/30/2024

   
  Complaint: 21190060
  
  I am rejecting this response because:

  I sincerely appreciate the parts that were sent that I was missing. I am still however missing the two brackets that attach the seat to the bench.
  
  Sincerely,
  
  ***********************

  Business response

  01/31/2024

  Good Afternoon,
  

  
  Thank you for reaching out to us regarding the missing brackets. I see they were already shipped via ****.com tracking number **********************

  The brackets are estimated to deliver on 02/02, however, we cannot guarantee **** delivery estimates.

  In the meantime, if you need anything else, feel free to contact us directly during business hour and we would be more than happy to help.

  Thank you for your continued patience and understanding throughout this process, have an awesome day!

  Customer response

  02/08/2024

   
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased recumbent bike on July28, 2023. Noted a flaw in the handlebar. Submitted a warranty claim on August 5, 2023. Went through iteration after iteration of requests for documentation only to be followed by more requests for the same documentation. My las communication with Impex-fitness follows."Quit wasting my time. I have submitted a warranty claim and responded to multiple requests for documentation and have provided documentation on multiple occasions. The message is clear that Marcy-Impex does not intend to honor its warranty. Fortunately, the flaws with the unit are not fatal. The handlebar is unsightly and the computer does not record mileage. At least the bike function works (so far) and time is recorded. Seems like it would be easier to replace the handlebar rather than play these never-ending games of requesting unnecessary documentation and then denying receipt of same. Not that this company would care, but Ill be sharing my experience with the BBB.From: ***** . <*******************************> Sent: Thursday, August 17, 2023 7:35 PM To: ************************* Subject: Re: Marcy Magnetic-Resistance Recumbent Bike ME-709 It has been some time since weve last communicated. Please advise if we can be of any assistance to you, in resolving any concerns you may have. Unfortunately, if a reply is not received within 24hrs, the ticket will expire/close and a new ticket will need to be created, should you require further assistance. Thank you very much.On Wed, 16 Aug at 4:22 PM , ******************* <*******************************> wrote: Hello ****,Apologies for the late response. Unfortunately, no attachments were received.The batch numbers or PO# are normally on the main frame (underneath or along with the flame label).We will need to find the tracking labels which will tell us which factory produced the item and when. This will help us relay the information back to the factory to figure out when and why the issue may have occurred.Thank you ****** B Ticket: ******************************************************************** On Wed, 16 Aug at 12:47 PM , ************************* <*************************> wrote: From: *********************** <*************************> Sent: Tuesday, August 15, 2023 9:41 AM To: '*******************' <*******************************>Subject: RE: Marcy Magnetic-Resistance Recumbent Bike ME-709 Quantity needed: 1 Date of Purchase: July 28, 2023 Copy of Receipt: Attached (again)PO#: The test box in the illustration does not appear on the Owners Manual that I have. The code above the Owners Manual designation is ******. Also attached is a copy of the manual cover and two labels from the back of the chair. These are the only documents available to identify the device. If this information is insufficient, the message will be clear that there is no intention of replacing the deficient part."

  Business response

  08/24/2023

  Good Afternoon ****,

   

  Thank you for bringing this issue to our attention. My name is *****, I am the **Commerce Manager at Impex. We looked in to the issue and realized the agents helping you were not receiving the attachments sent (likely an issue with our ticket system, however, this is an isolated incident at the moment.)

  I see the order for your part was placed and processed on 08/22. You should have received the ***** tracking in your e-mail, nevertheless, the tracking number is 782834395214 - *****.com

  
  We sincerely apologize for the miscommunication and any inconvenience that occurred. We appreciate your patience and efforts throughout this process.

  If you have any questions at all, please feel free to respond to your original ticket and we will be able to help. Thank you for your patience and understanding, have a joyful day.

   

  Best Regards,
  *****

  Customer response

  08/24/2023

   
  Complaint: 20490230
  
  I am rejecting this response because:

  Make that tentatively rejected.  I checked the ***** tracking number cited in the Impex letter that BBB received and there is a package in transit.  When it arrives and contains a replacement for the defective part, we can close out the case.  Thank you.

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

  Business response

  08/24/2023

  Good Afternoon ****,

   

  No problem. In the meantime, if you have any questions or experience any issues, please feel free to contact us via the Ticket System for a quick response.

  In addition, you can request to speak with ***** and I can make sure the issue is addressed as quickly as possible.

  Thank you for your continued patience and understanding, have a joyful day.

   

  Best Regards,
  *****

  Customer response

  08/31/2023

   
  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

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ****************** Exercise Bike Ordered on April 12, 2021 - 2 Year Warranty Order# ******************************** Opened Ticket #****** First reply... "An order for the part/s requested has been placed. Please allow 24 to 48 hours for the order to process" After waiting FIVE days with no sign of movement I asked again. Their reply... "After some review of the order, it's been determined that the seat pad is currently on backorder and will be available within 4-6 weeks" After some review? What that means is warranty claims are given low priority. The bikes are shipping but they won't serve those customers that have already paid. ****** has NEW bikes. The item is still in production. ***** (ImpexFitness) has seats. They are withholding from warranty customers. Please help them care for customers still under warranty. > Send a replacement seat for the******* immediately. < My next step is to contact the ** Attorney General. Thank you

  Business response

  02/02/2023

  Business Response /* (1000, 5, 2023/01/27) */ Contact Name and Title: *****- E-Commerce Manager Contact Phone: ********** Contact Email: ************************ Good Afternoon ****, Thank you for bringing this issue to our attention, we sincerely apologize for this experience. We went attained and shipped the replacement seat requested. Your replacement will deliver through ***; the request was processed today, but will not show any movement until Tuesday, next week. Your tracking number will be ****************** - ***.com We sincerely apologize for any inconvenience or confusion this experience caused. If you have any questions at all, please feel free to e-mail us directly and we'd be happy to help (you can reach me directly using the e-mail contact provided with this response.) Thank you for your patience and understanding throughout this process, have a wonderful weekend! Best Regards, ******** Consumer Response /* (2000, 7, 2023/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My ************* Rower makes a knocking noise every time I use it. It started making this noise about 5-days ago and I contacted *****. They said to receive their warranty first I need to make a video of the noise. I have a land line phone and how I'm going to make a video with that phone. This is false advertisement; I would have never brought that ROWER if I had to make a video to get a warranty on it. I live alone. TICKET # 213017 ****************

  Business response

  12/14/2022

  Business Response /* (1000, 5, 2022/12/07) */ Contact Name and Title: *****- E-Commerce Manager Contact Phone: ********** Contact Email: ************************ Good Afternoon*******, Thank you for bringing this issue to our attention, we sincerely apologize for the miscommunictation. We're sorry to hear you were experiencing issues with your item & apologize for any inconvenience this may have caused. We sent you a brand new ************* Rower. Your replacement will deliver through *** this upcoming Monday on December 12 the *** tracking number was provided through your direct e-mail. For reference, we provided our YouTube link below on how to properly assemble this rower: ******************************************* If you have any questions at all, please feel free to e-mail us directly and we'd be happy to help. Thank you for your patience and understanding throughout this process, have an awesome week! Best Regards, ******** Consumer Response /* (2000, 7, 2022/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a machine on ****** back in January. Upon arrival I found items missing from the order. I called to get the replacements which took a few weeks. once I received the missing items, I resumed building the machine again I found I was missing multiple items needed to complete the build, I called to get the replacement items. I was told some of the items needed where on back order. I asked to receive email updated if possible. The employee asked for my email and told me it would be about 8 weeks. roughly 8 weeks later on May 3rd I again called to get an update on my order. the employee told me the items needed were still on back order. frustrated I asked if it was possible to get specific part numbers faster that would at least make the machine somewhat functional. the employee told me that the main item I needed to make the machine somewhat functional although on backorder showed it should ship out roughly the first week of July. With the holiday I waited until today 7/11/2022 to call again. when I tried to call from my cellphone which I have always called from the line instantly says it is busy. my wife and I tried to call at the same time and her line went straight through telling me my number was most likely blocked in some way. when I finally get in touch with a representative, I was again told that most of the items remained on backorder, now extremely frustrated I asked about the specific item I had previously spoke to another employee about making the machine somewhat functional. this time I was told the item had been available but was tied to multiple items that had remained on backorder. I explained that I had previously spoken to another representative about that specific item and that he said I would receive updated regarding my orders, I was now told they absolutely do not send email updates in any way and the item had been available for a while. I now asked to speak to a supervisor to discuss possible solutions,

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/07/14) */ Contact Name and Title: ****** E-Commerce Manager Contact Phone: ********** Contact Email: ************************ Good Afternoon********* Thank you for bringing this issue to our attention. We sincerely apologize for the confusion, the parts were being processed, it was just taking much longer than normal, we apologize for the delay as well. We went ahead and sent a direct e-mail with the four tracking numbers associated with the parts originally requested. If you have any additional questions, please feel free to contact me directly at the e-mail provided with this response. Thank you for your patience and understanding throughout this process, have a joyful day! Best Regards, ***** Consumer Response /* (3000, 7, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company should be embarrassed that it took months, multiple phone calls and finally a complaint to the *** to get parts that were clearly available and I am still in able to call the parts number. Due to the Ridiculous time it took to receive simple parts my machine is now out of warranty with the buyer. Business Response /* (4000, 9, 2022/07/18) */ Good Morning ******** Thank you for your response. We sincerely apologize for the delay and confusion, this was an unusual miscommunication on our part. We see the unit was purchased on 01/05/2021, as a result, you are still under our 2-year limited warranty. In addition, if you find you're having any sort of parts issue with your unit moving forward, please contact me directly and I would be happy to help and extend your warranty (my contact information is attached.) In the meantime, if there is anything else we can help you with, please feel free to contact me at any time directly. Thank you for your continued patience and understanding, have a joyful day. Best Regards, *****

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed 2 orders with Marcy. One for a home gym and one for a recumbent bicycle. I accidently used an old email and did not receive any paperwork. I called on June 1 and asked for copies of my paperwork to be sent to the correct email address; I was told that they could not change the email address. I received the products on June 3. I called back yesterday and today (June 8 and 9); each time I received a message that others were waiting for customer service and to call back later. Once I got a message to press star for a call back, but never received the call back. I need the BBB's help in obtaining invoices for my two orders for warranty and insurance purposes. Thank you.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/06/13) */ Contact Name and Title: *****- E-Commerce Manager Contact Phone: XXX-XXX-XXXX Contact Email: ************************ Hello *****, Thank you for bringing this issue to our attention. We sincerely apologize for the speed bumps experienced in receiving your invoices as requested. Please find the requested invoices attached. If you need any additional help, please feel free to directly contact the e-mail associated with this response and I can help you immediately. Thank you for your patience and understanding throughout this process, have a joyful day. Best Regards, ***** Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 18, 2022, I purchased a * hardware package plus postage for at total of ************ * P. O. NUMBER: ************ * CUSTOMER ID: ******* $21.60 via credit card ending visa number **** CUSTOMER NAME ON CREDIT CARD: **************** from **************** * Sales order number ************ I DO HAVE THE HARD COPY OF SALES ORDER! ***************** told on april 29, 2022 me credit card declined. I replied with another credit card ending 7821 with name on credit card: **************. ***************** AGAIN said credit card declined. I called capital one credit card they told me credit card company accepts the purchase wait 24 to 48 hours to process. I replied a second time informing ***************** that credit card accepted the charge and i took a picture of such and sent it to her stating purchase"pending." Then I called ******** directly Monday May 2, 2022 and spoke to ***** and asked asked her to help me solve the problem of purchasing the hardware package. I asked her why were both credit cards numbers were declined? she surprised me when she said ******** do not take credit card only debit card. I gave my debit card number ending 8319 and my name as printed on the debit card: ***************r and my telephone number and mailing address. she told " An order for the part/s requested for $21.60 has been placed and she sent me a copy of such. ***** said, " please allow 24 to 48 hours for the order to process." Invocie number: ********* TRANSACTION ID: *********** AUTHORIZATION CODE: ****** PAYMENT METHOD: ******** On May 5, 2022 at approximately 5:00 pm eastern standard time I say the $21.60 credited back to my debit card account ending ****. All I am asking for is the ************ HARDWARE PACKAGE be sent to my mailing address: ******************************************************************************************************************* PS: please reference ticket # ******

  Business response

  06/22/2022

  Business Response /* (1000, 8, 2022/05/11) */ Contact Name and Title: ************************* Contact Phone: ************ Contact Email************************** Hello *******, Thank you for bringing this issue to our attention. We sincerely apologize for the speed bumps experienced when ordering your replacement part. We immediately sent the hardware pack via UPS. Your UPS.com tracking number is ******************. If you have any additional questions, please do not hesitate to contact the e-mail provided with this response. Thank you for your patience and understanding throughout this process, have a joyful day! Consumer Response /* (3000, 15, 2022/05/23) */ I want to express my satisfaction with lmpex Fitness (Marcypro). I received the parts package from Impex Fitness, and the Marcy pro gym model MKM-81010 is now repaired. My sincere thanks and appreciation to ******************* The E-commerce manager at Impex who helped me resolve this matter successfully! **************** Business Response /* (4000, 17, 2022/05/31) */ Hello *******, We are happy to hear we were able to help! Thank you for your patience and understanding throughout this speedbump, have an awesome day! Best Regards, *****

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Marcy fan bike in December 2021. I was unable to complete the assembly as some of the parts(pedal and connecting arm will not fit together. I requested and received replacement parts but the sam issues continue. Also, I requested a replacement for the monitor as that was not working and again the replacement did not work. Since purchasing I have been unable to use the bike. Customer service requests that I make repairs but this is very difficult for me as I have limited use of my hands. At this point I would like a replacement to try again or a refund.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/05/02) */ ****************************************************************************************************************************************** Thank you for bringing this issue to our attention. We sincerely apologize for the issues experienced with your item and with receiving replacement parts. We went ahead and sent a replacement order to you, and UPS is slated to pick it up 05/02/2022. We will go ahead and e-mail the tracking to you directly. In the meantime, if you have any questions at all, please feel free to contact us via ticket or through the e-mail provided with this response. Thank you for your patience and understanding throughout this process, have a joyful day. Best Regards, ***** Consumer Response /* (2000, 8, 2022/05/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company was very responsive in resolving my issue. I appreciate the replacement and thank you for your help

*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. ↩