Total Gym Fitness, LLC.

Revdex.com:? ? I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]

I have tried to contact the customer, but we have been unable to connect If the customer can please contact me on [redacted] I think I will be able to settle this for him The address the customer provided at the time of the order is not where he lives Once an order has been approved thru our credit card processing , which takes the address associated with the credit card into account, it is difficult to change anything further on the order It appears Cust Service was trying to help the customer however the unit was already prepared to be delivered, [redacted] was unable to change the delivery The gym was delivered to the address attached to the order The order was approved as a result of the billing address matching the method of payment provided Our system approves orders by the same metric whether it is a [redacted] , [redacted] , [redacted] or [redacted] account I will send the customer an email also in hopes we can discuss how to close this issue Thank you Sincerely [redacted] ###-###-####

As a courtesy I have also credited back to the credit card on file on 6/ Mary Jean S [redacted]

I went to the Total Gym website at total gym directly.com to try and purchase another Total GymI am a repeat customer and have purchased a few other gyms through the same companyI kept getting an error message that stated: We cannot process the payment information at this timePlease use another payment methodI thought that was odd and tried the transaction again, think I made an error with typing something inSame messageFinally, I called the number on the website and spoke to Aaliyah and she placed me on hold after trying it herself and spoke to a manager who told her that , that message is a sign of fraud or that the card could have been called in stolenI told her that made no sense and she told me to call my credit card companyI phoned [redacted] and the verified that my account was perfectly fine and that there are no merchant hold or fraud reports on itI called back to Total Gym, this time speaking with Patricia on January 10, 2017, and she was able to successful

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I truly don't believe that the company exhausted all possibilities to get me the total gym xls under the payment planOn top of the fact that Mary Jean basically shoved me in other directions to find other locations to purchase this productIt seems to me that she did not want to help solve this problemAlso, I was not given an opportunity to speak to higher management to see if they could possibly find a way to give me the product. As for the comment she made about me purchasing other total gym items, I got those through Ebay and AmazonIf I knew that these products would go through total gym direct, I would have never ordered themI purchased a total gym from someone else and basically now, each time I look at it, it reminds me of the company that turned its back on meSometimes I wished that I never bought the product. In closing I just want to say that the company let me down; and as a veteran and disabled, I feel that I was turned down not because of my residence, but because I was on a fixed incomeI guess I just want this done, but down I feel like others should know about the attitude that this company hasI hope others will be more fortunate in getting this product and not have to go through the garbage and liers that I went throughThank you. Regards,
*** ***

I ordered the total gym from my cell phoneI had previously looked at this on my phone and the item was still in "my cart"When I went on *** on my phoneTotal Gym popped up on my phoneIt said you have left an item in your cartToday Only if you place your order you will save an additional 20% off your online orderSo I did the math and was okay with paying the $day trial and monthly payments of $ I placed the order and had never received an email confirmation for the orderThe gym arrived and money started coming out of my accountI started trying to contact Total Gym because I couldn't access my account onlineI was finally able to pull up my account and to my surprise I am being charged much more then what I ordered onlineI finally talked to customer service and they said a supervisor would call me backI had a message from a supervisor telling me that was for a future orderThat is a load of Crap

I authorized the total gym debit my account once per month only on the 5th of every monthMy payments began in February 2018, and I have never missed a payment until June, I fell ill for approximately three weeks and was too week to work and handle my billsWhen I recovered I contacted the total gym, because I realized that they attempted to debit my account unauthorized again on 06/10/I the contacted my bank and they cancelled the paymentI then contacted the total gym customer service department, and was rudely told by the representative that, "So what you owe us the money and we took our payment"I then requested that I speak to a supervisor, and was placed on hold for an extended amount of time I then called back and was given a number to reach a SupervisorI left a message and di not receive a call back yetI also informed the representative that the account has no funds in it and I am not authorizing the total gym to debit the account other than on the 5thHowe

I am a disabled veteran on a fixed incomeI had originally ordered a total gym xls to be shipped to my residenceAt first, I was denied because they would not accept a debit cardSo, I used an actual credit card, and they denied me because they could not process my request for an payment plan, which they advertise on both tv and on their website, because they claim that my home is not a residenceMy home was converted from a doctors office, but it is a legal residenceI really would like this issue solved before I have to resort to legal action

I purchased a total gym in March and they were SUPPOSED to automatically bill me each monthI get a phone call today from a collection agency saying my account was in collections because I did not payI refused to speak to the personCalled Total Gym AT: *** *** and spoke to a customer service rep names Karen who said that my records say they attempted to bill me in April, May and June but the card did not go through so my account was sent to collectionsI verified that they have the current email address, phone number and home address on file and asked why they never reached out to meThe card has a large balance and I have SEVERAL auto payments coming out each monthI do not follow it unless it gets flagged; then the bank will call meShe did not have an answer and told me she could not transfer calls to a supervisorHer supervisor Karen would call me back in 24-hoursI asked, how can I trust that when they didn't even take the time to reach out to me via phone, ema

We apologize for the inconvenience the customer experienced with the original approval of credit card information. It is not Total Gym that approves the credit cards, it is Litle our credit card processor and Responses they get back from the various credit card companies. Unfortunately, we cannot override if it is not approved no matter what the reason is. . I am glad the customer was able to use another credit card and all processed fine. If there is anything additional I can help the customer with, please contact me directly. ###-###-####.
Sincerely
*** *** ***
Director
Customer Service

On march 7, I was sent an fraud alert from my credit union because someone was repeatedly trying to charge my credit card for payment from the total gym company for more than $dollarsMy Bank did not process the transaction on that day But the following day March there where two separate transactions charged to account by total gym one in the amount of $and then another in the amount of $which was pending and then processedI canceled my contract with total gym in the first week of January and was refunded my money in the amount of $because I never received the product and it was fraudulent advertised in the amount of $with a day trialMy card was credit card was immediately charged $the $without ever receiving the productAt this point the rep I spoke to at Total gym story continued to change, I cancelled the contract but someone with in the accounting department and or employee of total gym stole money from my banking ac

On January 29, I ordered a Total Gym FitSince I have made this order, money has been taken from my accountI have NOT received my orderAccording to the email I received from Total Gym dated January 29, at 9:AM CST, my “credit card will not be billed until your order ships.” In addition, my email from Total Gym also stated that I would receive a confirmation emailI have not received any word from Total Gym since I placed my order and a payment was withdrawn out of my accountI have tried calling repeatedly all week, only to get a busy signalI am deeply disappointed in Total Gym for their lack of customer service and lack of communicationI thought Total Gym was a reputable companyI guess I was mistakenBasically, Total Gym has stolen money from my accountIf I do not get confirmation from Total Gym by 5:00pm EST today that my order has been shipped, along with a tracking number, I will file a complaint with the Federal Trade Commission and have Total Gym charged with deceptive business practices and theftVery Disappointed!

I have spoken with Customer and her account is paid in full. Customer is not in Collections and Nothing has been reported to any credit bureau. Thank you Mary Jean S***

** *** tried to order times on Jan and times on Jan 7 using a card that was not accepted by our system. Number stop, the system rejected the orders, they never made it into our shipping system. Another order was placed on January 10th that was accepted and
came over to our shipping system. However the order was rejected and the shipment was returned back to our warehouse. ** *** and I spoke regarding that activity. The only way to override would have been to have payment in full. ** *** did not want to do that, she wanted to pay in installments. I understood and politely explained to her, that we just happened to have a special for the TG FIT coming up that weekend on ***. She had placed an order for a Total Gym XLS at 99.50 the *** offer was for our top of the line model FIT at . I explained that she would be ordering a higher model for less money, and *** has payment plans she could take advantage of. at the time, she seemed happy to receive that information. I am sorry she did not, or could not take advantage of the offer *** was promoting. I often refer customers to other venues to place orders, if it gong to help them. I have researched more and to see what else may have stopped the order from shippingI found where ** *** had ordered from us in past years. An order from 2010 was closed out with a balance left on the account. It was written off after numerous attempts by our billing company to contact her. Letters were sent and calls were made, customer service had even helped customer with pushing out payments for her. When billing was unable to get a response from her, the account became C...And that is why the order will not ship. Mary Jean S***

When I prepared my on line order it reflected at total of $then a person (or robot) came on screen after I hit submit and the order page reflected $ She changed a 15% discount offered on line to a 10% Several times when I was deciding with gym to purchase she would come on to chat When I would ask a question she never would properly answer my questions and I continued to type back to her "bait and switch", Offer one promo and then change it when you place the order I do not trust this company What they did is unethical and is not acceptable good business practice Either they correct the billing by 5/16/AM or I will notfiy my credit card company that it is a fraudulent charge by Total Gym

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: After the 3RD time going to their parent company on totalgym.com, (not them at totalgymdirect.com) my order finally went through using a different credit card and paying in fullThe information on my other credit card I gave totalgymdirect.com was completely correct (I even cross referenced the info with my bank and they said it was correct and must be a problem with totalgymdirect's system), however it was rejected for not being correct totalgymdirect saidThat was the problem.
I do accept totalgymdirect's apology, and I wish I would have just bought it from their "parent" company's website total gym.com to begin withThey were very helpful with orderingI am looking forward to receiving it
Regards,
*** ***

I went to the Total Gym website at total gym directly.com to try and purchase another Total GymI am a repeat customer and have purchased a few other gyms through the same companyI kept getting an error message that stated: We cannot process the payment information at this timePlease use another payment methodI thought that was odd and tried the transaction again, think I made an error with typing something inSame messageFinally, I called the number on the website and spoke to Aaliyah and she placed me on hold after trying it herself and spoke to a manager who told her that , that message is a sign of fraud or that the card could have been called in stolenI told her that made no sense and she told me to call my credit card companyI phoned *** *** and the verified that my account was perfectly fine and that there are no merchant hold or fraud reports on itI called back to Total Gym, this time speaking with Patricia on January 10, 2017, and she was able to successful

Our system does have edits that prevent units from being shipped to places of business, which is the case on this order. I spoke with *** *** and offered other ways to purchase a Total Gym, what at the time, he sounded to welcome that suggestion. I have left *** *** a
message to please contact me , so I can see how else I may be able to help. I do see another order from him that was shipped to his PO Box. So that order was accepted. I look forward to speaking with him again. Thank you, Mary Jean S***

We are currently researching the live chat between the customer and the on line rep. I think we have a way to help the customer and we will be contacting her today. Our systems are not able to handle a transfer over to a Bill me Later accountbut we are thinking of a
creative way to help the customer

I have spoken with ** *** this afternoon and received all the information regarding her injury. This has now been turned over to our insurance company. I will be issuing a refund check to *** for the amount paid into the gym, and picking up the unit from her
house. She has my direct office line to contact me if she has any additional questions.
Thank you
Mary Jean S***
Director
Customer Service
Total Gym LLC