Total Gym Fitness, LLC.

We apologize for all the difficulties [redacted] experienced.   After reviewing [redacted] account, I do see where another order was placed by the customer on 5/2 and this order is being prepared for shipping, the credit card cleared with no issues.  
The order we...

have in our system for the customer have the name of [redacted].   The new order placed on 5/2 is under [redacted].  I believe that was the cause of the  original order not authorizing , to protect our customers, credit card billing information must be exact.   
I am sorry for the delay,  should [redacted] have any other questions, please contact me directly and I would be happy to assist.
Sincerely,
 
[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]
###-###-####

[redacted]'s account has been adjusted by $200.00 on 5/17.  I have forward this issue to our technical support team to see if they can duplicate the differences in pricing she encountered.    We apologize for the inconvenience for her, but hope this additional discount is...

welcomed.    Thank You,  Mary Jean S[redacted]

[redacted] tried to order 3 times on Jan 6 and 3 times on Jan 7 using a card that was not accepted by our system.  Number 1 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.  [redacted] and I spoke regarding that activity.  The only way to override would have been to have payment in full.   [redacted] 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 [redacted].   She had placed an order for a Total Gym XLS at 99.50  the [redacted] offer was for our top of the line model FIT at 712.00 .  I explained that she would be ordering a higher model for less money, and [redacted] 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 [redacted] 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 shipping... I found where [redacted] 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[redacted]

I have spoken with **  [redacted], and a new order is on its way to her.    So all should be good fro her   Sorry for all the confusion over the original order. 
Sincerely
Mary Jean S[redacted]
[redacted]

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 [redacted] and offered other ways to purchase a Total Gym, what at the time, he sounded to welcome that suggestion.   I have left [redacted] 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[redacted]

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[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
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 plan. On top of the fact that Mary Jean basically shoved me in other directions to find other locations to purchase this product. It seems to me that she did not want to help solve this problem. Also, 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 Amazon. If I knew that these products would go through total gym direct, I would have never ordered them. I 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 me. Sometimes 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 income. I guess I just want this done, but down I feel like others should know about the attitude that this company has. I hope others will be more fortunate in getting this product and not have to go through the garbage and liers that I went through. Thank you.                               Regards,
[redacted]

Review: The nature of my complaint involves the refusal of service on Total Gym's part.

I placed an order for a Total Gym XLS on February 12, 2013. After about a week or so, I had not received any shipping information so I decided to call their customer service dept.. To my surprise, the order had been canceled due to a billing issue on a Total Gym that was purchased a few years back. The issue involved a $81.06 charge in 2010 that was removed from my account due to an issue at that time, which left my balance at a zero. Total Gym's collections company even sent me out a letter, which I have in my possession, on March 14, 2012 that stated I owed nothing to them. The customer service department at Total Gym Direct has also stated that I have no balance with them. After the issue was taken care of in March, 2012, I was allowed to order another Total Gym XLS, which was successfully paid off in October 2012 on their monthly billing plan. Because I love the product so much, I decided to order another gym in February of 2013. I have ordered and paid for 3 Total Gym XLS's and this would have been my 4th one. With the gyms costing nearly $1000.00, you would think that I would have been a valued customer to the company, but apparently not. I have spoken to several customer service reps who insist my information is being sent to management or corporate, yet I have not heard from anyone to date. I make almost a daily phone call to the company and still no one knows why I can't purchase another gym.Desired Settlement: I would like a phone call explaining why I could not order another Total Gym XLS. I have ordered 3 or the gyms and this would have been my 4th. I feel it is totally unfair that I was treated in this manner and I had not done anything wrong. You received ALL payments from my previous gyms. I have done nothing but spoken highly about the company and the product which is why I have continued to buy them, but this has left a very sour taste in my mouth and I am not happy about it. I want an apology and a phone call.

Business

Response:

I have tried to contact [redacted] , but her message service is full and cannot accept another message. I have emailed [redacted] to see how I can help her. There are several orders in our system for her, a return and a courtsey shipment of a part for a gym ordered from another company. Our system will put holds on accounts with numberous activity on them. However, I will be happy to help this customer if she is still interested in purchasing another Total Gym. I do apologize for any misunderstanding or lack of proper communication to her. I look forward to hearing back from [redacted]. Thank you

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The person who the response is for to this complaint is not me! I am [redacted], not [redacted], nor do I have a voice mail system. My phone number is [redacted]. Also no one has emailed me. My email address is [redacted]. I have also never returned an item to Total Gym .. ever. So I'm not for sure who this is in response to, but it is not me. Every Total Gym I have ever ordered (3 to be exact), have all be ordered from the same website. The company's main website. All of my gyms have been paid for so there has never been mutilple orders to various company's because as far as I know, there is only one Total Gym Company and one Total Gym website. One of the customer service reps ([redacted]) placed an order in the system to try and see why it was being rejected. Also another customer service rep, prior to [redacted], placed an order in the system and it fired back to the collection company. Everyone that I spoke to could not figure out how or why it kept being rejected. The collection company they gave me to call said I owe nothing and they even sent a letter stating that I owe nothing.

Once again .... I don't know who the response was for but it read as if it were for whomever [redacted] is. I would appreciate it if my complaint was read and the issue were addressed.

The bottom line is this: I have ordered 3 Total Gym XLS's from you. All have been paid for. Nothing has ever been returned to you. I tried to order my 4th Total Gym XLS just this past February, and I have been told that due to a collection issue, I can't get one. The collection company says I owe nothing to you and they sent me a confirmation letter stating that. Still your company refuses to sell me another gym and apparently no one knows why. I have, since February, made daily calls and repeatedly requested that management call me about the matter, and to date, no one has. My question to you is, is there a limit as to how many gyms I can order in a liftetime or is this based on discrimination? Why is everyone so afraid to call me on this matter. I feel this is unfair considering the fact that I have been a loyal customer for years.

Regards,

Business

Response:

I apologize for the confusion, I have emailed [redacted] to please contact me directly on [redacted]. I will be happy to help with this concern.

Review: I called to inform the makers of Total Gym that I have sustained substantial injuries to my pinky finger because I was trying to use this machine. I am in a great deal of pain, need medication and will need therapy. I called to report the incident and no one has gotten back to me. Contact # ###-###-####.Desired Settlement: I would like Total Gym to contact me in discussing how to best resolve this matter as my life has negatively been impacted by this injury and will be for a while.

Business

Response:

I have spoken with [redacted] 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 [redacted] 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 youMary Jean S[redacted]DirectorCustomer Service Total Gym LLC

Review: I attempted to telephone Total Gym with questions regarding my registration of my total gym and to ask a few questions regarding the total gym and additional equipment I could purchase to go along with the gym. I also contacted them regarding difficulty in getting the total gym set up. The DVD was not clear for the machine that I ordered. I telephoned on numerous occasion and they don't answer their phone. Every time I called I got the message that their customer reps were busy. This was the constant message. When I didn't get the message, the phone simply rang and no one answered. I attempted to email them, according to their message behind the busy sales rep. message. I emailed them five times. I never received a response from them. They were friendly enough before I brought the machine, but once they receive your money in full, as they did with me; they never respond to questions, telephone calls or emails. They turn their backs on the customers and offer absolutely no help whatsoever.Desired Settlement: I want someone to call me or write me confirming my warranty registration. I am not comfortable in how it was done. I want someone to answer the question I had pertaining to the machine and the additional equipment I had questions about. Most of all I want confirmation that my machine is Registered and my Warranty is active. I feel that they try to get away with not honoring the warranty, or that they have no intention on honoring my warranty.

Business

Response:

I had the pleasure of speaking with [redacted] on Friday. [redacted]'s gym is registered with us, and all information has been updated to her account with us. I have mailed a pair of additional handles to her at no charge to help with her workout. One part she is interested in , our Ab Crunch, is currently on back order. I explained to [redacted], where she can check for availability if she is interested in the future.

Sincerely

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I ordered the total fitness last Saturday Feb. 16th 2013 and found that my sister had one is willing to give me hers. So I am wanting to cancel my contract, wish I have a right. I called that Saturday night and all offices are closed till Tuesday because of presidents day. I sent them an email cancelling my contract, they must not look at there emails at all, I have a right to cancel. I work Monday thru Friday 8am to 5pm and tried calling during my noon lunch..the lines are busy! I cannot get a hold of them to cancel the order. They have taken money out of my account, and ignoring my emails..I sent two..but what is the use. I cannot get ahold of them to cancel!!Desired Settlement: I just want the order cancelled and be refunded. The total fitness gym is at [redacted] in [redacted] I do not want it, I just cannot get a hold of them to cancel. I had no problem getting ahold of them when ordering.

Business

Response:

We had emailed [redacted] on 2/24 and requested from [redacted] to return the gym back to our warehouse. The gym was received on 2/28. [redacted]'s credit card has been refunded 14.95 on 3/1 and her balance cancelled. [redacted] should see this credit back in 4 to 5 business days if not sooner. Thank you , [redacted]

Review: I purchased a Total gym based on a TV commercial to try out for 30 days for $1. When I called in to order the equipment I was told by customer service that there would be free shipping. I made sure to ask about how the returns work and the representative failed to disclose to me that the return shipment would not be free. I would have done more research before committing to the purchase if that information would have been disclosed to me. I was told I would receive an e-mail with the order confirmation when the order was placed but I never received any kind of notification or communication from this company. My order was delivered at my from door on 01/05/15 and after unpacking the package I realized the machine was not easy to put away after use as advertised. I called total gym to let them know I wasn't satisfied with their product and was given a return number of [redacted] . I asked the representative if I was going to receive a shipping label and I was told that I was responsible for shipping. I let the representative know that was bad business practice that they would say FREE shipping but not disclose that returns would not be pain for. The agent educated me she was going to file a case and I would be contacted in a day. I never received any communications from them and I need to return the equipment before my 30 days is up since I do not want to be charged for this itemDesired Settlement: Free shipping of item back to company before 30 day trial is up

Business

Response:

I have spoken with Ms [redacted],. We discussed setting up a call tag via [redacted] on 1/23. [redacted] will pick up the unit on Tuesday , January 27. Ms [redacted]'s account with us will be refunded any monies paid onto her account and balance will be cancelled. Please let me know if you have any questions. Thank You Mary Jean S[redacted], DirectorTotal Gym Customer Service610.918.2144

Review: This is my 2nd attempt to contact the service department at Total Gym. My initial call was made and after an hour of waiting on line, I did get someone to help me. All I needed was replacement wheels for my total gym xls which I received in the mail late last week. I was told at that time I would also receive instructions on how to install the wheels. Upon receiving the purchased item, no instructions were received. I then called again and I have been on hold so far 30 minutes and continuing to wait. When I log onto the site, there is no one to help you with a problem. There seems to be only someone available to sell the product-but not to help you with a problem.

I am finally on with a customer service representative (after 30 minutes) who directed me to the manual-online-which I already have. The manual does not provide any instruction on how to replace the wheels or what size ratchet I would need. Customer Service indicated there are no instructions on replacing the wheels. How can they sell the wheels with out the information on how to replace them? I didn't even know the ratchet size. The best information the customer service representative could provide was to purchase a ratchet somewhere in the range of 5/16ths. I don't understand why instructions are not available online on how to replace broken parts.

To add insult to injury: I did not appreciate being cutoff by the online customer service representative. I asked for help. She gave me a phone number which is different from the one on the website. w. She gave me a website - when I logged onto that website, the same online representative popped up but there was no email information for customer service.

Transcript of my chats with Total Gym Representative:

1st contact with total gym chat:

[redacted]: Welcome back to our site. I'm a live Total Gym product specialist. Would you like my help checking out?

[redacted]: Type your question below.

You: Hi [redacted]; I purchased replacement wheels for my total gym and was told it would come with instructions. I received the wheels with no instructions.

[redacted]: Please call [redacted] between the hours 8:30 am to 5:00 pm EST, Monday through Friday and a customer service representative will be able to assist you with that.

You: I have been given another number [redacted] which Ive been on hold-which is best

[redacted]: You can email Customer Service using our ‘Contact Us’ form by visiting [redacted]

[redacted]: Is there anything else I can help you with today?

You: No- thank you

UPON GOING ON THE SITE SHE RECOMMENDED, I GOT THE FOLLOWING:

[redacted]: Welcome…. Our newest model, Total Gym XLS, is available for you to try for only $1 for 30 days and free shipping!

[redacted]: Type Hi or yes below to find out how.

You: Hi [redacted] - are you the only working there? I just went on to the website you suggested and don't seem to be getting anywhere. I was just on with you regarding the instructions for replacing the wheels on my Total Gym XLS

AT THIS POINT, SHE DISCONNECTED OUR CONVERSATION.Desired Settlement: I would like Total Gym to provide instruction manuals that are accessible online for replacement parts. If they can accept your money for replacement wheels and inform you that instructions will be in the package as well-then they should follow through.

I also want to know why each time you call, you get the run around.

And how they are actually accredited by the Revdex.com as they indicate on their website. What parameters are they meeting to be on your list?

Business

Response:

Spoke with [redacted] tonight, and will be shipping out a replacement glidboard for her. This will settle the issue with the wheels on her glideboard. In referrencing [redacted]'s comments on instructions for the wheels. I agree and am working with our warehouse to be sure all shipments do go out with instruction for the customer. I am sure [redacted] will be happy with this resolution.

Thank you

l

Review: I ordered the total gym xls in good faith from this company and provided a valid payment option to them. I received an order confirmation and stated delivery should be within 1-2 weeks. Today after 1 week I called and was told the form of payment I used didn't go through. I asked why I wasn't notified and was told they didn't know.

I believe this is very unethical behavior from a business that advertises this product all over national tv. If I had known there was an issue with the payment then I could have corrected it right away to allow me to have this product in my home quickly.

The representative from the company got smart with me and would not allow me to speak with a supervisor.

My card was charged the original $1 but then when I went to check it today it was no longer showing on there.Desired Settlement: I would like to provide another payment source since they say the one I provided was not valid, eventhough I used it just fine yesterday. I would like an additional 10% discount for my frustration and I would like the product to be received at my house by Friday 6/7/2013.

Since they have a monopoly on this product I can't go anywhere else to purchase it and my son needs it for his rehab.

Business

Response:

I have corresponded with [redacted] via email. I apologize for the experience [redacted] has had with placing her order. I understand she is not interested in ordering from us. I am sorry to hear that and very sorry for the inconvenience and frustration she has had.

Sincerely

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I feel this company should be accountable for their actions and I don't think they should get away with just ignoring their customers for weeks at a time and then thinking that apologizing is going to make it all ok. They did the same thing to my sister so how many other people are they doing it to and not responding. It took them a week to respond to the Revdex.com. Customer service should be #1 and obviously with this company it's not. Maybe someone should let Chuck know what happens with the products he endorses.

I will not be ordering anything from this company, but I still think they should get a ding on their rating because of extremely poor customer service and bad business practices.

Regards,

Review: Total gym has a trial offer for $1 for their Total Gym XLS.

It is a $1 the first month a 30-day trial then the remaining balance is divided over ten months approximately using a credit card.

I placed the order and received an order confirmation.

Later I was told that I needed to use a different credit card.

I again placed the order and received an order confirmation.

Again I was told to use a different credit card.

I placed the order again and received an order confirmation.

For the third time I was told to use a different credit card.

So for the third time I placed an ordered and received an order confirmation.

I was told the card was no good. I called the credit card company and no one

from Total Gym put through a charge. No charge was declined by the credit card company.

I was passed around from representative to representative and they told me to keep

redoing the order with different card numbers. Finally I was forward to someone named [redacted] at [redacted].

It has been approximately two weeks working on this order. They say each and every card number

is not good. However when I call the credit card companies no one from Total Gym has ran through a charge.

[redacted] said the [redacted] and [redacted] cards do not meet the criteria to take advantage of their $1 trial offer. However, she will

not state what the criteria is. Total Gym does not state any criteria for credit cards in their advertising for this special offer. They say

they ran the cards several times. However the credit card company has no record of any charges from them. They had me give

them three different card numbers and place several new different orders. I was plassed around from representative to representative

each said to redo the order. [redacted] mentioned the cards do not meet the criteria and hinted that they were not good. However when I

stated that we can be put on a three way and talk with someone at the bank. She stated then that they do not meet the criteria for

their offer. My cards are good. I have had them for some time. They are accepted elsewhere from [redacted] to [redacted]. I can furnish proof these cards are good.

Then she stated it is at Total Gym that they can not be used. Total Gym is their advertising needs to let people know what cards are acceptable to them from

the beginning and not put a consumer through this. They said they do not accept prepaid cards. My [redacted] was not a prepaid card. It was issued by [redacted]. The other

card was a Business [redacted]. I was given the run around and insulted. [redacted] stated the cards do not meet the criteria. She said she did not know what the criteria is. Other representatives

said to replace the order. One said to use [redacted] or send a check.

Also [redacted] stated that she did not have to tell me what the criteria is. Total gym wasted my time and had me give out three different credit card numbers and the credit card companies

stated no one from total gym put through a charge.Desired Settlement: Apology.

Need to explain in their advertisements that the $1 free trial offer is not open to all.

That it is open to certain card holders with cards that meet certain criteria.

Business

Response:

I have tried to contact [redacted] , but her message service is full and cannot accept another message. I have emailed [redacted] to see how I can help her. There are several orders in our system for her, a return and a courtsey shipment of a part for a gym ordered from another company. Our system will put holds on accounts with numberous activity on them. However, I will be happy to help this customer if she is still interested in purchasing another Total Gym. I do apologize for any misunderstanding or lack of proper communication to her. I look forward to hearing back from [redacted]. Thank you

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The numerous orders are a result of customer service representatives requesting that I do the order over again because the previous one did not go through.

I told this to the representative that emailed me. I did return the email with a phone call. I am not interested in purchasing a total gym because of how this was handled. My complaint of their handling of this still stands.

No one should have to do repeat orders because of their computer systems which was the reason I was given this time. Their customer service is very poor.

Regards,

Business

Response:

I have spoken with [redacted], and again extended an apology for the in consistencies with the conversations she had with representatives. I understand that [redacted] is still unhappy with this and again offer my personal help if she is interested in purchasing a Total Gym. We are sorry to disappoint.

Sincerely,

Review: Hello,

On october 14,2014, I [redacted] went online and spoke with one of Total Gym Representatives in which name I don't recall about their workout machines. The representative recommended the Total Gym XLS for me and said I would be able to try it for 30 days once it arrives and if I don't like it then I can return it. I asked the representative that I would like to pay with my credit that I have with " Bill Me Later" part of [redacted], the representative said that I would need to pay with a credit card first and after 30 days, if I want to buy the machine then I can call Total Gym and ask them that I want to pay with " Bill Me Later". On November 2, 2014, I contacted Total Gym by email and spoke with Miriam, my message said " Hello, I have recieved my product but looks like that the toe bar is missing. I really do like the product and will buy it which this is my other question, how do I pay with Bill me later account ?"

Miriam Replied : " Hi [redacted],

Thank you for choosing Total Gym. Unfortunately, I think that you would have needed to choose Bill Me Later at the time you placed your order. If you have any questions, please call ###-###-####.

We have requested that a Toe Bar be sent to you.

Have a great day!

Miriam

Total Gym Customer Service"

I replied by saying " Hello,

The person I spoke to on the chat when I was getting the machine told me that I can pay at anytime after deciding to keep the machine to pay with bill me later."

Miriam then replied " Hi [redacted],

Unfortunately, the Sales Representative was incorrect. We are requesting that your sales call be reviewed. We apologize for the error. If you have any questions, please call ###-###-####.

Sincerely,

Miriam

Total Gym Customer Service"

I replied " It was through a sales chat. And what do I do now ? I really want the machine but I don't have the money to do 114$ every month that's why I wanted to do bill me later. "

"Hi [redacted],

Unfortunately, if you wanted to use your Bill Me Later account, you would need to return the unit that you have and reorder using your Bill Me Later account.

If you want to keep your current unit, we could lower your monthly payments to $51.33 per month if that would help.

Sincerely,

Miriam

Total Gym Customer Service"

I do want the machine but I am not gonna settle for their monthly plan because we agreed on Bill me Later. I feel that I was scammed by being told wrong information so the rep get their sales goals.

Please help me in resolving this.Desired Settlement: Charge Full amount to Bill Me Later as agreed without having to return the item because its already unpacked.

Business

Response:

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 account.... but we are thinking of a creative way to help the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: My husband and I saw a commercial one Sunday morning before church about total gym.. They said you get 30 days free with your money back if your not satisfied. So we ordered it and was charged 14.95, no problem, the woman on the phone said we could keep it 60 days same deal. No questions asked if returned within that time. So after about 2wks we knew we didn't like it and returned it march 3rd ( FedEx stated it was delivered and signed for march 5th). Today I check my bank account before a purchase and find that not only am I 105+ in the negative balance but its because "total Gym withdrew 152.+ today and before on the 1st of the month! That's 300+ dollars ( including the original 14.95 that was never returned). I called immediately and was told they would r eternity the money MINUS my bounced check fee of $30! They told me after asking for the manager that I should have called them to let them know it was returned ( which I had back in march) and that their supervisor was on a conference call and it really didn't matter how much I wanted to speak with him or her it is not their policy to refund any overdraft fee's!! It will take 3 business days for anything to be returned in the meantime. So here I sit without means of groceries or gas for work!! I spoke with a woman named [redacted] today 5/31/13@ 1:47pm.. I am outraged to say the least...Desired Settlement: I want my entire refund including 30.00 overdraft fee and an apology.

Business

Response:

[redacted]'s account was refunded for all monies paid in the amount of $320.19 on 5/31. I understand [redacted] states she returned in March and it was signed for. Her account has been refunded without waiting for the tracking information from her. If you can please have [redacted] fax me a copy of her overdraft charges, showing where Total Gym was responsible I will definately get the refund of 30.00 started for her. I apologize for the inconvenience she has had in regards to this issue. She can contact me directly on [redacted] with any questions. My fax number is [redacted].

Sincerely,

Manager, Total Gym

Review: Hello,

My name is

[redacted]. [redacted]

Phone: ###-###-####

Email: [redacted]

I purchased a Total Gym Fitness piece of equipment and it arrived on 07 November 2013. I returned it today 08 November 2013 with return authorization Numbers [redacted] for the total gym and Number [redacted] for the ab cruncher which was separate.

I did not like the false advertising that is shown on TV how they slide it out of the box and it is ready to use. The equipment came in multiple pieces and pins and warnings all over saying if the right pin is not inserted etc. you can hurt yourself seriously. I am a 67 year old man who is 100% service connected disabled veteran who has to work out by exercise for high cholesterol and high blood pressure for diabetes etc. I thought the equipment would be a great deal.

I received the equipment and it was a nightmare to say the least so I had no alternative but to send it back immediately. My total cost to send the 2 boxes back and insure them was: $111.89.

I do not have that kind of money. I was thinking I had 14 days free trial to try it out and if not happy with it send it back with shipping and handling and insurance included. However on the return form the total gym sent me it said they would not pay any of the expense.

I first ordered the total gym on (per my [redacted] bill) 19 September for a total cost of $1999.00. After researching the total gym on line on computer after calling the number on TV ad on TV, I found out that the Total Gyms were selling much cheaper. When I called the customer service at Total Gym and talked to [redacted], she said if I would still keep the equipment and not ship it back by refusing the product she would give it to me for the price of $599.00 which she did on 27 Sep 2013 per my [redacted] credit card bill. However, I still did refuse it at that time. After my doctor said I definitely needed exercise to get my cholesterol down I redecided to get it for the cost of $599.00 and called customer service and sales this past week and ordered one for a total price of $600.00 total no taxes. This is the one I returned to today. How can the Revdex.com allow such terrible unconfirmed business deals to go on. The public has been wronged needless to say disabled veterans. I am on a limited amount of money and the shipment back and insurance should be refunded to me immediately upon arrival of the equipment at Total Gym.

I talked to my local Revdex.com office, [redacted], V.P. of Bureau Policy and Standards, [redacted] phone ###-###-#### or ###-###-#### or fax ###-###-####. Email is [redacted]

I have all of my receipts of the transactions as well as a copy of the returning bill for payment to send back the 2 boxes and insure it for $600.00. Even the clerk at the UPS Store #[redacted] phone ###-###-#### stated I should ask for my money back from Total Gym.Desired Settlement: Therefore, request action be taken against Total Gym Fitness, LLC on my account for a refund of the $111.89 and my $600 removed from my [redacted] bill for returning 2 boxes back to Total Gym Fitness with all equipment that was sent to me returned.

Thank you in advance,

[redacted]. [redacted], 100% service connected disabled Vietnam veteran

Consumer

Response:

---------- Forwarded message ----------

From: <[redacted]>

Re: Complaint ID [redacted]

To: [redacted]

The Revdex.com

Revdex.com of Metro Washington DC & Eastern Pennsylvania

50 West North Street

Bethlehem, Pa 18018

Request that my Complaint ID [redacted] be closed as resolved. I received a call from [redacted] at 3:30 p.m. on 13 November 2013 stating she will give me a check for $112.00 to cover all costs incurred by me for sending back the Total Gym equipment and also my $600 for theprice of the Total Gym was cleared from my [redacted] card today 14 November 2013.

Therefore, all matters are taken care of that I was complaining about with Total Gym LLC.

Thank you in advance,

[redacted]. [redacted]

Phone: ###-###-####

Email: [redacted]

Business

Response:

Hello, **. [redacted] and I spoke yesterday , November 13. This complaint has been settled. **. [redacted] will be receiving a check from us in the amount of $125.00 . This will cover the cost of the return to our warehouse. **. [redacted] has my direct office number should he need any further assistance. Thank you. [redacted]

Review: I ordered a total gym on 4/7/13. I received a confirmation that they received my order. I never got the gym, so I called them. They said my credit card was declined due to the address not matching the card. I told them the address was correct, and they said they would try to re-ru the card. Again, they said it didn't work. I called my bank and they said that the address is correct and there is no reason my card should be getting declined. They said that the total gym is taking the money out of my account, but a split second later putting it back into my account. The bank said it appears to be a problem with THEIR system.

Again, I call the total gym and spoke to a supervisor and explained to him what my bank said. I offered to call my bank on 3 way to verify that my address I gave them was indeed the name on the card. He refused. He said he would call corporate, then call me back later that day. Well, he never called me back. About 2-3 weeks have gone by at this point. So I call back and told them to cancel the order, and just start a fresh order. Thinking maybe that would work . So, they cancelled the order and put a whole new order in. Again, about a week goes by and no total gym nor phone call. I call and they say my card was declined due to a bad address. I explained that this has been going on for weeks, and that my card worked fine. Offered to call my bank on 3 way and have them confirm that the address I gave them was indeed the address on the card. However they refused to do so. They say their "system" automatically declines my card as an "incorrect address." They refused to have a human who works there call my bank to verify that I was being honest. I told them to cancel the order. I informed them that something was obviously wrong with "their system" as even my bank is saying it is their error. What a waste of time. I was severely disappointed with this supposedly reputable company.Desired Settlement: This company should not have a computer verify addresses on credit cards because clearly that does not work. Maybe hire someone to physically pick up a phone and call a bank/credit card to verify, instead of relying on a machine that doesn't work. I have great credit, own my own home, money in the bank, and my credit card works just fine everywhere else. This is ridiculous being made to feel like I have to beg to buy their product.

Business

Response:

We apologize for all the difficulties [redacted] experienced. After reviewing [redacted] account, I do see where another order was placed by the customer on 5/2 and this order is being prepared for shipping, the credit card cleared with no issues. The order we have in our system for the customer have the name of [redacted]. The new order placed on 5/2 is under [redacted]. I believe that was the cause of the original order not authorizing , to protect our customers, credit card billing information must be exact. I am sorry for the delay, should [redacted] have any other questions, please contact me directly and I would be happy to assist.Sincerely, [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

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 full. The 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 said. That was the problem.