ComplaintsforUniversal Technical Services

• Initial Complaint

  10/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I currently have 3 Nordictrack items, 2 treadmills and 1 elliptical that are under warranty by UTS. I am in need of service and maintenance but the number on the contract is now a auto warranty supplier. I am unable to get ahold of this company to file a claim.

  Business response

  10/30/2024

  The phone # for contact is **************. 

  Thanks,

  Customer response

  10/31/2024

  After calling UTS with the phone number provided, my Maintenace was rejected. I purchased 3 exercise units in 2021 that are being used at a local ****************** I purchased a 6 year extended warranty. Each year, I have preventative maintenance conducted on each unit and/or repairs. Yesterday, 10/30 I contacted UTS and was denied service. I was told since the units were being commercially used, the warranty does not cover the unit. WHY NOW!!? Its been 3 years and never an issue. I paid $489 for each warranty for each unit ($1467), and still have until 2027. This is a breach of contract. How can you implement this now when I still have a active warranty. My account is under ********************************************* and ************. Please fix this issue.
  

   

   

  Complaint: 22488683
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Judge

  Customer response

  10/31/2024

  My complaint continues after I received the phone number. UTS is now breaching a contract and refusing to provide services paid for in a warranty. 

  Business response

  11/04/2024

  Your service was approved on 10/31/2024. An Agent should be contacting you to set up service. Thanks,

  Customer response

  11/06/2024

   
  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,
  
  **** Judge

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warrant service contract from UTS that has approximately four years of effectivity remaining. Had months of noisy usage with our machine. Opened Case ****** on 5/6/24. Had three service techs onsite, 6/15, 8/14 and 8/24. On the final onsite visit, the technician stated that the problematic root cause part could not be removed and the machine was therefore irreparable. No contact from anyone so began requesting updates on 9/2/24. No response. Opened a new case simply to request an update. Case ******. As of today. 10/22/24, no Tech has been dispatched and no contact from UTS since 10/4/24.This situation is an undeniable example of horrendous customer service. Since my machine cannot be repaired, I expect it to be replaced immediately.

  Business response

  10/24/2024

  Your case has been submitted to the Product Resolution team for replacement. They will be in contact with you shortly for assistance. 

  Customer response

  10/25/2024

   
  Complaint: 22460709
  
  I am rejecting this response because:

   

  I do not wish to purchase, at full retail, another unit.  I am asking for:

  1) A refund of the price paid for the unit.

  2)  A refund of the entire Service Contract.

  I have had nothing but extended problems and frustrations with the responses to requests for service.  Each time has been a nightmare.  I want to be done with U.T.S. and made whole.

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

  Business response

  10/25/2024

  Your service plan covers a replacement machine unto the amount you paid for your product. We have offered that as a credit towards the purchase of a new machine. If you choose do not choose the replacement option, our limit of liability under the service plan is less the cost of the purchase price of the machine. We have paid out $347 in service claims and $74.23 in parts cost. Once that is deducted from the purchase price of the machine the refund amount due under the service plan is $577.77. We would not refund both a machine cost and a service plan cost, as the plan is what is covering your machine replacement. 

  We can either offer a replacement machine up to $999 (the purchase price of your product) or a refund check towards the limit of liability of $577.77. 

  If you choose the replacement machine route we can work with you on pricing for the new machines, if you would like to send the resolution specialist the machines you are interested in they will be able to send you pricing if there is an upgrade amount. 

  Customer response

  10/25/2024

   
  Complaint: 22460709
  
  I am rejecting this response because:

   

  UTS is not accepting responsibility for their lack of satisfaction in fulfilling the Service Contract.  I am not going to reimburse them for wasted service calls, which took up days on my part and resulted in no change to my machine.  I am also not going to reimburse them for the useless spare parts shipped to me since this was misdiagnosed from the beginning.

  I stand by my request for a full refund of the machine as well as Service Contract.

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

  Business response

  10/28/2024

  Since your service plan does not cover diagnostic visits, parts are sent in advance. The service plan covers the product not the service plan. Your only options are a replacement machine or refund of the machine cost less the claims paid. The service plan cost will not be refunded. 

  Thanks,

  Customer response

  10/29/2024

   
  Complaint: 22460709
  
  I am rejecting this response because:  they have not changed their offer.  My immediately prior message stands.
  
  Sincerely,
  
  **** *******

  Business response

  10/30/2024

  UTS will not refund the purchase price of the machine and the service plan cost. UTS is not the Manufacturer of the product and the service plan covers issues outside of the *** limited warranty, which is what has been provided. You are eligible for a refund of the machine price less the cost of claims paid per your terms and conditions limit of liability or you are eligible for a refund of the purchase price of the service plan, not both.  The service plan purchase price is less that the offer for the machine cost less claims paid. Again, we are willing to help you get into a new machine. Please visit the website provided in your replacement paperwork and please pick out some models you may be interested. You are not limited to an elliptical, your credit of $999 can be used towards the purchase of any iFIT product and we can work with you on pricing if there is an upgrade fee. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid the company for 4 years, of in-home service on my treadmill. I started having issues with the display on August 15th, 2024. The repairman comes out orders parts and comes back when the parts arrive to install them. This has happened three times, the last time on 10-7-2024 I have been in contact with the company and no decision has been made to fix the treadmill. On 10-8-2024 they told me 48 hours for a decision and on ***** still no decision. I have waited 2 months for the treadmill to be fixed and they still don't have a resolution.

  Business response

  10/14/2024

  A replacement console was requested from the Manufacturer with special instructions to test the console before it is shipped out. Order confirmation # ICS9945924. You can track this at ***********. Thanks,

  Customer response

  10/14/2024

   
  Complaint: 22410895
  
  I am rejecting this response of sending the console because: the treadmill has not been repaired and will not be satisfied until I have a treadmill that works. That is why I purchased an extended warranty.
  
  Sincerely,
  
  ******* ******

  Business response

  10/15/2024

  The technician has determined that a new console will fix the issue. The part has been ordered and technician notified to schedule service to install it once it arrives. 

   

  Thanks,

  Customer response

  10/16/2024

   
  Complaint: 22410895
  
  I am rejecting this response because: They sent a console before and did not fix the treadmill. Wait and see what happens once this console is installed .If the treadmill  works I will be happy to accept this and resolve the complaint
  
  Sincerely,
  
  ******* ******

  Business response

  10/21/2024

  The console is scheduled for delivery today. Have you had an opportunity to schedule an appointment with the assigned service provider?

  Thanks,

  Customer response

  10/22/2024

   
  Complaint: 22410895
  
  I am rejecting this response because: The treadmill is still broken. I received the console and scheduled the repair person on the same day. He will be here Thursday ***** and will update this complaint with the status of the treadmill
  Sincerely,
  
  ******* ******

  Business response

  10/24/2024

  We have received notes from the assigned service provider that the console was installed and machine is working. Please let us know if this is not the case. Thanks,

  Customer response

  10/25/2024

   
  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

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We original purchased my ********** elliptical on 11/4/2020 with what they sold 7i for $1,612.000 as a 5 year bumper to bumper warranty. This July 2024 my machine went down and I followed the instructions for getting this resolved (not knowing that the ********** warranty was only 1 year and now a third-party U.T.S. Would be handling things). Almost 5 months later I have had two parts ordered and one service visit (which I was required to pay partial for miles driven by the tech) that left my machine in a more damaged state than it originally was. My complaint is that the machine is not being replaced at this point that is just good customer service. My family has maintained a steady subscription with ifit (that we cannot even use at the moment) and feel the lost of money and precious workout time is inexcusable based on what was promised in the original purchase of the machine and the plan that came with it. While I have been in touch with a very cordial person from management at UTS I am taken back by how long the process has been and the fact that there is no set date to repair our machine as of writing this 10/9/2024 NordicTrack or UTS please help this experience has left a negative impression of how you all operate and I feel like other need to know that this relationship obviously does not extend far beyond your money having been spent which is sad.I will do a follow up here when and if this is (or isnt) resolved hopefully this helps others that are considering either of these companies services in the immediate and far future. People are expected to pay upfront for these goods and services and it hurts when that is not reciprocated as agreed to at purchase.

  Business response

  10/10/2024

  Under your service plan there are requirements that have to be met to qualify for a replacement machine. At this point in time, those have not been met. Your plan is first and foremost a parts and service plan coverage. 

  We do apologize for the time it has taken to get the machine fixed.  We have an open service order and have reached out to the assigned technician to schedule a return appointment with you ASAP.

  You are also welcome to contact them directly for scheduling if you choose. 

  Fitness Emporium

  Service Order # 2917940

  Phone: 843-709-9158

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 4 year extended warranty from UTS for my treadmill. Model # *********** Serial Number: SN **************  I've had at least 4-5 repairs performed on the treadmill through the warranty and 1-2 under the original warranty. The most recent incident initiated on August 12, 2024. The primary problem being the treadmill was running approximately 25% slower than indicated. A repair was attempted by their technician on Aug 29, 2024. That evening when I first attempted to use the treadmill post repair, the issue was not resolved with the machine still running significantly slower. Additionally the belt was also now slipping every few seconds, making it dangerous to walk or run on the treadmill. When I called back to have it addressed, the technician said I needed to contact the warranty company for a new claim. I called them and they required video proof that it was not running properly. Despite my stated concerns over my safety they demanded a video. I provided a video, broken into four segments because it as too large to be email in one email. The video demonstrates the treadmill running 25-30% slower than indicated as well as the belt dangerously slipping several times. I sent the video on Sept 1 and did not receive a response, so called back on Sept 4. I was told it was being reviewed and then was told the same day that the claim was being denied and they felt the machine was operating within parameters. When I expressed concern that this was obviously incorrect they said they'd get back to be with additional video requests, but never did. The treadmill should ad a minimum be repaired to working order or replaced based on the Terms and Conditions section 4 No Lemon Policy

  Business response

  09/17/2024

  Mr. Lynch, thank you for reaching out to UTS.  After review of your service history, I am approving for your product to be replaced under the limit of liability.  The Lemon Law policy that you requested has not been meet because the parts orders you have received were all covered under the manufacturers part warranty up until the 2 lates parts orders.  Additionally, the manufacturer did review the videos and indicated that their products should never be expected to calculate mileage, steps, and distance relatable to any other fitness or tracking device.  The manufacturer uses their own algorithm and does the display does not calculate weight resistance or product wear into variable readings.  Your product is eligible for replacement due to the cost of claims incurred under warranty.  The individual who manages our replacement claims is out of the office until next Tuesday 9/27/2024, you will receive an email from her once she is back in the office at which point she will outline your replacement terms.  Thank you.

  Customer response

  09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22291646, and find that this resolution is satisfactory to me, pending the response from the person who manages your replacement claims.

  An ancillary note, the method for determining the speed of the belt in relation with the displayed speed was discussed with the associate on the phone.  They requested that I prove the belt was moving at different speed than indicated and that was the best we came up with.  I had also previously measured the belt and counted the number of revolutions to compare that to the distance it said was traveled.  

  
  Sincerely,
  
  Gregory Lynch

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a treadmill and 4 year extended service warranty from Nordictrack/iFit. The machine has had issues with squeaking. Many service techs have been out to work on it with little to no success. I have attached the documented phone calls and service calls about this problem. I also have videos of this issue with the machine. Simply put they are not honoring this warranty and I am seeking to have my machine replaced or my money refunded. Extremely poor business practices going on here after a purchase is made and it it impossible to get my issue elevated to the appropriate people at this company.

  Business response

  08/15/2024

  Thank you for reaching out to UTS.  In order to be assist with a resolution the manufacturer NordicTrack has indicated that a technician must return to the location of the product to collect specific photographs of the unit and specifically the frame of the product.  The technician has identified that the issue with the product is a defective frame.  In order to confirm the technicians diagnosis, NordicTrack requires additional detail under the 10-year frame warranty.  Until NordicTrack has reviewed the photographs needed and made a determination for the product no additional steps can be taken.  Please contact our offices (###-###-####) or (*****************) to schedule allow for a diagnostic service to be authorized and dispatch the technician to collect the appropriate photographs requested by NordicTrack.  Allowing a technician out to the home will result in the fastest pathway to a resolution.  Thank you.

  Customer response

  08/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I have emailed the company at the address they provided in their response.  I am giving them 2 business days to respond and I will allow them to arrange for a service technicain to come out to my home,  I am not closing my complaint until I am ensured they will honor my warranty and get this machine fixed, replaced or refund my money.
  
  Sincerely,
  
  ***** *******

  Business response

  08/20/2024

  Thank you for reaching out to UTS, we have been working through discussions with technician support to arrange the requirements that the manufacturer has requested.  The technician has accepted the service order within the last 24 hours.  Our records indicate that the technician has a scheduled appointment for 8/26/2024 at 2:30 PM.  Once the technician conducts the diagnostics and submits the required material it will be forwarded to the manufacturer for review.  Thank you.

  Customer response

  08/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have agreed to the no charge appointment on 8/26/24 to look at my machine once again by a different repair company from the first 5 visits to my home.  I will not close out this case until I am ensured the Nordictrack/IFit and UTS warranty company are going to finally fix my current treadmill properly, replace it, or refund my money. I am hoping this next warranty covered service call results in a step forward.
  
  Sincerely,
  
  ***** *******

  Business response

  08/22/2024

  Thank you for reaching out to UTS and confirming your scheduled appointment.  We will continue to monitor your claim status until the technician appointment on 8/26.  We thank you for your patience and willingness to work with UTS to fulfill the manufacturer's request.

  Customer response

  08/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: Technician came to my home on 8/26/24 and did a thorough inspection of my machine including taking pictures and measurements.  He could not believe the level of squeaking coming from my treadmill and said he will be recommending replacing my treadmill.  I am not closing out my complaint until I am ensured this is going to be handled by Nordictrack/IFit and UTS.  This is the 6th service call I have had to my home for this machine and this has gone on way too long.  I hope to receive a call in the days ahead to discuss next steps.
  
  Sincerely,
  
  ***** *******

  Business response

  09/03/2024

  Thank you for reaching out to UTS regarding the recent inspection of your unit.  Your case has been updated by the technician; the details we have received back have been forwarded to the manufacturer iFIT for review.  Once iFIT has performed their evaluation of the evidence supplied from the technician we will update you.

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: On 8/26/24 the technician performed a thorough diagnostic of my treadmill and recommended replacement which was reported to IFit/Nordictrack and UTS.  This was the 6th visit to my home for the same problem.  On 8/29/24 I received a call from Atlanta Treadmill & Fitness Repair letting me know UTS and IFit are wanting to replace yet another part on this machine!  Atlanta Fitness said they are not advising this because they feel it will not fix the problem.  On 8/30/24 I called Nordictrack and was transferred to UTS warranty department.  I asked to get this elevated again and I was told a supervisor, Rhonda from UTS would call me.  Today as I write this it is coming up on 2 weeks of waiting for resolution again.  I have not received a call from any supervisor at UTS and still wait for answers on replacing this treadmill and honoring my extended warranty.  
  
  Sincerely,
  
  ***** *******

  Business response

  09/16/2024

  Hello,

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 

  
  We are currently looking into our options. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. 

  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you

  
  

  Customer response

  09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am attaching all of the requested information from your message including my updated notes of the countless phone calls and service visits past and pending to this point.  I now have 2 additional service visits per your request set up to come look at my machine for the 8th and 9th time.  I have been compliant with all of your requests and will not close this case until my warranty is honored and my machine is either fixed or replaced properly.  I am not sharing my email or phone number via this public format.  UTS/IFit/Nordictrack should be able to find all of this through my model # and serial number attached because my machine was registered with all of them.
  
  Sincerely,
  
  ***** *******

  Business response

  09/24/2024

  Hi *****, 

  Thank you for reaching out, we do have confirmation that our service department needs a second opinion on the frame damage and that a tech has been trying to get in touch with you to schedule. Please work directly with them to get this resolved as quickly as possible so that we can make sure we get you taken care of in a timely manner. 

  Thank you. 

  Customer response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I had a service call set up yesterday 9/24/24 from 2-4pm with Atlanta Fitness & Treadmill.  They never showed and when I called they said UTS/IFit told them they do not approve them returning because they are recommending another fitness repair company to come out for yet another assessment.  This will be the 3rd fitness repair company you are sending out and will be my 9th service assessment!  I continue to comply with your requests and they are scheduled for Oct 8, 2024.  This company is FitRick Fitness.  I am not closing out my complaint until this machine gets fixed and you honor my warranty.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty from this company March 2023 for my Nordictrack. They have been out to repair my machine at least 8 times in the last year and it is still not fixed. They keep sending parts and a repair guy, but the machine never stays working for more than a few weeks. They refuse to replace the machine --per the extended warranty contract. All I have is a non-working treadmill and a stack of parts they keep sending. This company needs to stand by their warranty contracts.

  Business response

  08/01/2024

  Thank you for reaching out to UTS regarding your product.  It is imperative in accordance with your complaint that we clarify your active coverage for your NTL29019.  Your product has an original manufacturer's warranty for 3 years labor and 6 years parts, you currently are covered under the manufacturer warranty for parts.  You are currently covered under the labor portion of your extended warranty with UTS; however, we are currently only dispatching a technician when the manufacturer iFIT requests parts for a failure or defect.  We have reviewed your complaint regarding multiple part failure and ongoing issues with your product.  Because your product is experiencing downtime pertaining to parts failures under your manufacturer warranty, we would advise that your complaint be filed with iFIT/NordicTrack customer care regarding your ongoing issues.  The UTS contract is currently not liable for failures associated with your product, the UTS contract is only liable for service repairs to replace parts requested by the manufacturer warranty.  The UTS contract would assume liability for parts failures after the manufacturer's parts warranty expires in 2026.  Thank you.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased and received NordicTrack Commercial 2950 Treadmill early 2021. Experienced problems right away. The machine would spontaneously turn off, it would leak oil all over our floor, the belt would jump, etc. We've replaced the deck 2x, motor 2x, tablet, belt, and more. Machine was broken more often than not. Purchased extended warranty. After multiple fixes and continued issues, we were authorized for replacement machine at the original purchase value. Settled for cheaper model since prices increased. Paid $300+ for white glove service to install and haul away. Initially scheduled delivery was made on a date we were unavailable. Called and rescheduled to a new date (6/24/24). On 6/18/24, they called to say they were 30 minutes away, when we already told them we wouldn't be available. They had no record of the rescheduled date. On rescheduled date 6/24/24, no outreach or delivery. Called twice to follow up and reschedule again. They were unable to reach dispatcher and never circled back. Called again, with new date 7/9/24, again no show or communication. 7/10/24, we got a text saying to expect delivery btwn 11 AM - 3 PM Eastern. Showed up at 4:20 pm when we were leaving the home, so we declined service. Also showed up with only 1 person to install and haul away a treadmill. Want a refund of the white glove service, a follow-up point of contact on the status of this installation and delivery, and free extended warranty.

  Business response

  07/11/2024

  Hi ********, 

  Thank you for taking the time to address the issues you have encountered with your order. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  Please provide your order number, and contact info of the person who made the order so that we may look into this issue for you. 

  Thank you 

  Customer response

  07/11/2024

   
  Complaint: 21973346
  
  I am rejecting this response because: I was requested to provide more information.  The original order was placed by my husband, *************************** for order number 1666275.  This is now under an extended warranty that we purchased from your company.

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

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

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

  Business response

  07/19/2024

  Thank you for reaching out to UTS, we have already closed this claim prior to receipt.  UTS has refunded the white glove assembly cost and ****************** agreed this was a satisfactory resolution.  Thank you.

  Customer response

  07/23/2024

   
  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought service agreement for 3 year coverage on equipment in ************************************************************* 2024. Have been passed to three different case managers. Each needing supervisor to set up repair. No supervisor to help . They claim to call back and send email. Weeks between waiting until I call again for the same answer and wait again.

  Business response

  06/27/2024

  Thank you for reaching out to UTS regarding your service request. I apologize for any delays you experienced due to confirmations needed from the manufacturer regarding eligible serial numbers.  My team should have already been in contact and resolved your issues, please reach out to our team at ************ if you have additional questions.  Thanks.

  Customer response

  06/30/2024

   
  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

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for an extended warranty in February 2024 dealing with a *********************************** and paid $299.99 for 3 years. I have 2 machines but apparently ******* did not know that. I came back to ******* in April 2024 as I received a flyer offering $194.80 for a 3 year extended warranty. When I called the number on the flyer they said I had to go back to the original person that sold me the warranty. At first, ******* was helpful and said she would honor the lower price but then came back to say it expired because I should have gotten the flyer in March, when I actually had received it in April. I got the run around of ******* "escalating" to her boss for review but now I hear nothing from her when I try to contact her. I believe iFit never intended to honor the lower rate on the warranty and especially for both machines that I purchased. Not replying to me to handle the situation is poor business.

  Business response

  06/12/2024

  Thank you for reaching out to UTS regarding the purchase of a Service Contract, we will accept payment for the second unit and will honor the pricing although the pricing is inaccurate for the coverage of your product that is our mistake on the mailer noticed received.  The price you paid for the first contract is correct and was advertised correctly at the time of purchase.  Please mail your payment of $194.80 to PO ************************  Thank you.

*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. ↩