In-store, we had no complaints about the representative. He was knowledgeable, patiently guided us through the options, was not overly aggressive in sales, provided product details, was willing to discuss pricing, and was very friendly. The purchasing experience was quite enjoyable, and all the staff were genuinely helpful. However, we were significantly disappointed with the quality of the installation that we paid a considerable amount for, particularly due to the failure to level a heavy piece of equipment. When we bought the cross trainer, I specifically inquired whether the installation team was trained to ensure proper leveling, as I wanted to avoid just delivery personnel assembling the equipment. I was assured that leveling was a crucial part of the installation and that the installers were adequately trained. Yet, at the end of the installation, when I asked if it was leveled, I was told, “we don’t do that, we are just delivery drivers who assembled the item.” The driver then showed me how to level it myself. Considering the significant fee charged for “Next Day Premium Installation,” it seems there is a clear disconnect between the seller and the installation team, leaving us feeling disappointed as customers.
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