EXERCISE EQUIPMENT SERVICES INC

Horrible service

.

After waiting a couple weeks to actually get in touch with someone, I've given up. I sent an email and have called many times. No one ever answers, I always get a machine. The email was never acknowledged, I got no reply. I finally got a phone call back two days after my 2nd phone message, but was not home. When I called back a couple hours later, I again got a machine and did not get a call back that day even though it was still during business hours. Unfortunately when they called back, a day later, I was not able to answer the phone, but when I tried calling back, once again I got a machine. It seems impossible to get in touch with someone here, so I called another company, where I got a person immediately and have already set up an appointment in a few days.

Emailed and received no response. Called and was told an order ticket was generated and the owner would contact me. No one ever called. I called and no answer, so left a message relaying my order # and that I had not been contacted yet. Never received a response. Done with this company.

They did a very good job. They gave a great service. They are timely with the appointments, and they showed up on time. They performed the work appropriately and completely in a short period of time. I was in the process of e-mailing a friend of mine to refer them to him.

I found 3 companies via the Web that did treadmill repairs and emailed them all, and Mark O'Donnell, president of Exercise Equipment Services, emailed me right back-and it was a weekend!; very impressive. We set an appointment for a tech to come out. He arrived on time, was very professional and nice. He diagnosed the problem--the console was blown, most likely by a power surge. He was doubtful he could find a replacement because the model was discontinued and from the late 90's. He said if he could find a replacement, it would be costly; I might want to think about replacing the treadmill instead. He said he would let me know within a week whether or not he was able to get a replacement. This is where things started to fall through the cracks; I did not hear anything for about two weeks, so I emailed Mr. O'Donnell asking him the status. He did not respond, even though I emailed a couple more times. Finally, a month after the service call, I emailed Mr. O'Donnell again and said I was getting ready to write a report on Angie's List and wanted to give him another chance, I didn't want to have to write a negative report. He responded right away, explaining what I already knew about discontinued models, etc., but said he did have a used console that might fit (same brand, different model) and would send someone to try to install it and if it didn't work, there would be no charge but if it did work, he would charge me $295 "for the console plus the service call." We made an appointment and a service technician came out. I could tell immediately that the console was a different size and wouldn't fit. Despite this, the technician still spent about 30 min. with the treadmill, on the phone the whole time (personal call), while my dogs barked non-stop from overhearing him, and I had to leave a work meeting I had been attending via conference call because of the non-stop barking. What amazed me was that this tech had to have been aware of the disruption he was causing! Finally, he emerged from the room with the treadmill and said he would take my console and see if they could move the components from the one console to the other. He did not charge me. About 3 weeks later, I emailed Mr. O'Donnell because I had not heard from him, and he said they were still "evaluating" and he could not give me an estimate on how long this would take. I went on eBay, found a working console for $85 including shipping, emailed Mr. O'Donnell for his opinion on whether this console would work and if so, would he send a technician out to install it. He answered right away saying if the measurements were the same, he thought it would work and he would send a tech out. I bought the console, set up the appt., the console arrived, I realized it was basically a "plug and play" component, I plugged it in, it worked beautifully, I plugged the treadmill into a surge protector, and I cancelled the $95 service call. All in all, Mr. O'Donnell was very helpful but had to be prodded.