Atlantic Fitness Repair

My elliptical was never repaired. This is a small husband and wife business. Chris is the repairman and his wife does the business portion and schedule appointments. Chris is personable and seems to know what he is doing but was not able to locate the screw needed to make the repair. The original visit was Jan 6, 2017 and paid $125.00 for the visit. The diagnosis was that I needed a replacement screw which needed be ordered by his wife. He said it wouldn't take long and he would drop by to install once the screw arrived. Received email with itemized invoice attached which listed $41 for part (screw), $15.99 shipping and $85 installation. Received email that my installation appointment is 1-30-17. Turns out it was the wrong screw. Chris stated they would put in a rush order for another screw. They never found the correct screw. Waited another 4 weeks for Chris to come out to try to find an on hand screw to fit my machine. Received a couple of emails stating they were "looking for an appointment time" for me. I finally gave up on 3-5-17 and told them never mind and to please refund me for the part. They agreed but we will see what happens. I think customer service is of low value for them and they apparently need help responding to customers in a timely fashion. Everything is a very slow process. I spent 2 months with them and no results.

Sadly, I seem to require a lot of service visits from a lot of different types of folks. My experience with Chris was so unusual in its professionalism that I'm prompted to write my first ever review. Scheduling was easy, done by email. He arrived early, and was very gracious about the fact that I arrived at my house 10 minutes late. He was extraordinarily knowlegeable, and focused the whole discussion on the "is it worth fixing?" question, which was the main issue. I was happy to pay $125 for an hour of his time.

Pricing on website was unclear; $115 fee for site visit is not applicable to any repairs performed in the future, it is just to come out, and is charged for each subsequent visit on top of the cost of parts. By the time I was done, I had paid as much as the treadmill cost just to have the rear roller replaced. Any parts ordered must be paid for in advance by check through the mail, after an estimate is emailed, causing unnecessary delays. I could have ordered the part on Amazon and have it come more quickly and used a credit card. Technician was friendly on initial visits, but when he had to return to investigate a problem, he would not even say hello to me at the door. I would recommend for a simple, straightforward repair that can be completed on the initial visit, but not for anything further.

They made me pay a service fee to come out. Then I nneded to pay about $400 for the parts needed. I found out that was double the cost of the parts. The technician told me he couldn't fix it. Then he left without letting me know. He left the parts with me without offering to return them for a refund. When I called to talk about the problem, the guy yelled at me and hung up on me. I am out $473.44 and no way to recoup it since I don't know how to return the parts I paid for. Beware. I have been robbed of nearly $500!

I needed repair service for my Image 10.6QL treadmill. On 02 Oct I called Atlantic Fitness Repair (AFR) and described the problem to them (the treadmill was hesitating/skipping while running on it) and told them I had previously ordered replacement belts (walk belt and motor drive belt) . They promptly provided an estimate ($225) and set an appointment for 09Oct (when I would be home). I was given at 2 hour appointment window 12:00 – 2:00 and Chris arrived around 12:30. I did receive an appointment confirmation reminder the day before. I reviewed with Chris the symptoms and then he went to work. He diagnosed the issues (worn belts), performed periodic maintenance. I was working up stairs and could hear that after Chris did the repairs he spent some time running on the treadmill to ensure the problem was corrected prior to having me check it out. He then asked if I would check it out to ensure I was satisfied. He also took the time to go over some basic items with me (such as new motor drive belt would make a small sound until the belt seam smoothed out) how to lube the walking belt. At no charge he also repaired a storage bracket that had broken off. He provided an invoice and I was charged the quoted rate with no hidden charges (I did opt to purchase some belt lube). Even the purchase of the belt lube was pleasant,was not a hard sale, Chris was quick to point out that I could easily purchase it elsewhere (but for me it was convenient). Very pleasant experience, they were responsive, knowledgeable, and prompt.