Joe and Marla L.

I purchased your recumbent exercise bike 3 weeks ago because I had knee surgery and needed to bike. I purchased your treadmill in the past, love the iFit component (I am a member), I especially like John Peel's workouts. I follow him on my treadmill and bike. When I needed a bike I did not think twice and purchased a bike from you as well. After I started riding the bike, I noticed my knees were hitting the monitor because I had to push the seat all the way forward due to being short. I called your warranty department and they sent out a tech to look at my issue. He could not do anything about this issue and put this into the note. I called back to the warranty department the next day to see what they could do and this is where I am dissatisfied.

I was transferred to the returns department and was told in order to return this bike I had to pay a $250 restocking fee and 10% of what I paid for it. I only paid $399, so this made no sense because I would be paying almost double to return this bike. She was not helpful in resolving this issue. All she said she could do was provide 5% back ($20) and a product of my choice like an iFit heart monitor.

I told her I did not want any free items, I wanted a bike that would fit me properly. I have used many recumbent bikes and never have I had the issue of my knees touching the monitor. As I said, I had knee surgery and have hit my knees on this monitor and it is not comfortable. She said there was nothing she could do, nor ProForm. This was there policy and that's it! I asked to speak with a supervisor and was told none were available, but would pass on my what we talked about.

I told her I was going to be writing a bad review regarding this service, but she did not seem to care. So when you see the bad review in Google you will know why.

It is unfortunate that a big company like ProForm could not resolve my issue by exchanging my bike for another one that works for me. I guess one dissatisfied customer is okay with ProForm. They got their money from me, but not again! Shame on ProForm for having this type of policy and not making the customer happy. Especially one that was a previous customer that was happy and has had a misfortune of having knee surgery. I excepted better than this from this company. I live and work in Utah and have been to the company in Logan. I guess they have gotten too big for themselves.