RMS Fitness Equipment Services

Appointment set quickly and kept. Tech called "morning of" to give me a good idea of more precise arrival time. Very courteous and personable, professional tech. Answered all my questions. Worked quickly to assess and ok the equipment. Note that fee for the visit was stated up front; when one agrees to the visit, one agrees to that basic price. Parts would have been additional.

fine, He also readjusted the tread

The work went well. The techs were quite friendly and proficient and everything went without any problems.

Great! From head to toe this is a top notch company. Stephanie who answered my questions and scheduled my appointment was knowledgeable and FAST to respond. My tech Raj, was awesome - he called ahead, clearly communicated my options and made a solid recommendation. Since I don't use the incline feature very often, and it was going to cost me $500 in parts alone (similar to what SOLE told me), Raj recommended that he simply disconnect the incline wire. I 110% agreed! I can still use my treadmill exactly the way I want to for no more than the original appointment fee. I would recommend to anyone.

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Nothing more to add. this should not be a required box.

On the first call, Matt diagnosed the problem with the treadmill not moving. He made adjustments for it to work temporarily and ordered parts. I received an email estimate of the cost to repair (parts and labor) and approved. The office called when the parts arrived 2 days later, and scheduled the second service call. Brian arrived on the second call and spent about 2.5 hours replacing the motor, tread, and board. it now works great. I received an email with my bill immediately after each service call, so I could see if there were any issues. |I had purchased a machine with lifetime warranty on parts, so I know that did make it less expensive than it could have been. This is the first time I've had it serviced in 7+ years, with a lot of hard use in the winter months. Hopin I don't have to use them again soon, but certainly would.

Was able to schedule a next-day appointment. Told them I needed to be contacted 30 minutes ahead of time to get home - and received the call right on time. Thirty minutes later, the technician pulled into the driveway the same time as I did. Diagnosed the issue quickly, then spent about a half-hour cleaning and tuning the elliptical. I could tell the difference right away - smoother, tighter experience. Well worth the price.

The service person spent almost two hours fixing the problem. There was a loose electrical connection in the bike. He disassembled and reassembled the bike to discover where the loose connection was. He was at our home for almost two hours and only charged us the minimum fee. We were very happy with the service. We were very happy with the service.

After looking at their selection of treadmils, I selected one that met my needs and it was delivered the next week.

LeisureFitness deliver men assembled by elliptical when it arrived. I think they need to take more care in lining up the rails and arms on the elliptical because within a month the wheels had worn down and were rubbing on the rails. RMS Fitness came out and replaced one rail and when it started rubbing on the other rail they replaced that, too. Additionally, they noticed wear on the wheels and that the arm wasn't aligned correctly, so they worked with the manufacturer to replace one of the arms as well. Just this week I called because there was a new knocking sound in the elliptical and Bryan came out, found a loose bolt and tighted both arm bolts.
While I'm not happy that I've had so much trouble with my brand new elliptical, RMS Fitness is not the cause of my trouble and they are responsive, professional and provide really good quality work in fixing the equipment.

The technician arrived on time and was courteous and seemingly knowledgable about the machine. He said a washer had broken and that he would need to order a new one (which I thought was strange - shouldn't a washer be a simple enough part to keep in stock?). He said we could still use the machine if we wanted but we chose not to because it just sounded too bad.

He said that the belts were also worn and that he could fix those under warranty as well while he had the machine open. We were told we would get a call when the parts were in. The diagnostic visit cost $125.

We received an e-mail 6 days later saying that our parts had been ordered. Attached to the e-mail was a document detailing their warranty service process, which although somewhat difficult to read (the wording didn't seem to be aimed at the customer) was helpful.

Nearly two weeks later we received a call that the parts were in and we scheduled a time for the same service person to return for the repair. I called the day of the appointment to see if I could get a better idea of the exact time we could expect him and the customer service person was helpful in telling us we were the last appointment of the day.

The techncian arrived on time and repaired the machine. My husband tested it briefly and it seemd to be fine. That visit cost $150 for labor.

However, upon first use I discovered that it was not working. After about 10 minutes of use I began pedalling backwards as part of the crosstraining routine. That's when the machine completely siezed up. It was no longer making an annoying noise. Now it was completely unusable.

So far we've paid $275 for the warranty repair of a very simple part. We would have been OK with that since he also replaced parts that were likely to fail at some point in the future. However, the repairs were not successful and we still have a broken machine.

I will contact them again to fix this problem. I am hopeful that they will fix the machine at no additional cost to us and, if that is the case, I will certainly update their rating.

Here is what I am dissatisfied about:
Going more than 3 weeks without the use of our eliptical becasue a washer broke
Waiting so long for parts to be ordered/arrive
Paying $275 to replace a washer
The repair did not work, and indeed the machine is worse off now than when we first called, as it is completely unusable.

NOTE: I have indicated that I would use this provider in the future because we will be needing them to correct the new problem. If they correct the new issue without additional cost, I will probably use them again.

Raj asked what was wrong, I told him it was rubbing on one spot on one side. (This had happened once before right after we bought it. A repair person had come out, taken it all apart, adjusted it and it had been fine since.) He pushed the handle and the pedal up and down a few times. He put on knee pads and crawled around on my floor with a flashlight, he then proceeded to shove the back end of the flashlight into the channel where the wheel runs along the track. I continued to watch and before my very eyes he takes a hammer and a screwdriver and shoves them into the track slot on my strider and proceeds to push on the two pieces plastic that make the outside of the track. He continues this and when he deems that unsuccessful he gets out a wrench and a screwdriver to try the prying method again. It was a this point that I told him to stop and leave it alone. I explained that I was not comfortable with what he was doing and that if he broke something I was going to then have to pay additional money for having something replaced. He proceeded to tell me that the top piece was bent and the only way to fix it was to bend it back. There is NO WAY that piece is bent, none, it's not something you can step on even accidentally and it's PLASTIC. He said the only option was for him to order that part to replace it and I said no way. I asked him to pack up his stuff and go. He proceeded to tell me how long he'd been doing this and I told that it didn't really matter and asked him to please leave. He told me his recommendation was to replace the plastic top piece, I said thanks but no thanks and asked him to leave again.

We contacted RMS and told them what had happened and that evening the owner of the company called and said he would come out personally. A week later he arrived with an assistant, they thoroughly inspected and TOOK APART the strider. (When pressed as to how repairing a $4000 piece of fitness equipment with a hammer and screwdriver was a good idea, the reply was that Raj was 'old school'.) In any event, it turned out that
1.) The cover pieces is indeed plastic and could not be unbent.
2.) The cover piece wasn't the issue in the first place.
3.) What the wheel is rubbing is the cover piece and it's doing so because of the way one of the pulleys is controlling the cable.
To solve the rubbing issue spacers were put in place to keep the plastic from being pulled to tightly by the screws and some lubricant was put on the plastic. The owner said that no damage was being done to the wheel or the strider.

While I'm glad to have my strider back and not rubbing, I would not ever use RMS for service again. The chance that I might get another 'old school' repair person is not something I'm willing to gamble with.

The first time I "met" RMS, several years ago, I had them out to my house to repair and adjust my True 300 treadmill. They came to the house and performed the requested service with no troubles; that service cost approximately $100. My treadmill worked great after that for quite awhile. A couple years later, I made the mistake of attempting to "service" my treadmill myself and I caused terrible slippage of the main running belt. I asked RMS fitness to come out again. By this time, the treadmill was about 10 years old, which is considered quite old in treadmill years. They came out to try to fix the problem, but the job was going to require a new belt, which was expensive. I decided to go ahead with the repair anyhow, and a new belt was ordered. RMS returned to replace the belt, and that's when things went awry -- sometime during the repair, something stopped working in the treadmill. I was there for the entire repair, and at no time did RMS do anything that could reasonably have been expected to damage anything, so I am sure this new damage was caused simply by the fact that the machine was old and didn't take kindly to being even gently jostled. Subsequent to that, RMS had to make about three more visits, ordering new parts (which were of course old parts that they had to find refurbished), trying them out, tracing the problem a little further along, until they had replaced the running belt and two circuit boards, and had taken the treadmill apart and put it together several times. Obviously, at this point, we had badly overrun the repair worth of a 10 year old machine, and we were all in sort of an awkward spot, they with an inordinate amount of time, effort, and money invested into the problem, and I with an ancient treadmill I'd repaired to the tune of a king's ransom. RMS worked with me quite professionally, I thought, offering to do whatever it took to fix the problem for a fixed price of $500. That was about $150 more than I'd been quoted for the initial belt replacement, but it was probably, at this point, just barely enough to cover their costs, or, more likely, not even. They did complete that repair at that price, and two years later, that treadmill is still working. So when our Tunturi rowing machine broke, I turned to RMS right away. They came out to examine the machine and diagnosed what was wrong, and then they went away to order the part and planned to schedule a follow-up once the part was ordered. This initial visit was $120 (follow-up visits are much less expensive, if they're needed). I paid them at the time of their visit. About a week later, they wrote to inform me that, unfortunately, they had been unable to find the needed replacement part for sale anywhere, and they would be unable to do the repair. I asked them for half of my service fee back, leaving them half to cover their time and expense. They graciously refunded me $60 without argument. I feel I can trust them to treat me fairly.