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BUYER BEWARE!!!
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I called Total Body Experts on 12/31/24 and spoke with Steve. Per our 55 minute phone conversation, I had been on the phone with several others earlier in the day looking for a specific item. I told Steve that I was looking for a single, 2 year old refurbished Nustep for my gym. I told him that I have been in business for 25 years and that I ONLY purchase 2 year old, refurbished/remanufactured equipment. I was very clear with what I wanted. Steve assured me that not only did he have one of exactly what I was looking for but that he had two of them! Wow! Can you imagine my luck?! He bragged about their quality control and how impressed I would be with them. I specifically asked him if he himself had seen these 2 Nusteps in person and he assured me that he had and that I would be very impressed. I requested photos of the exact units he was referring to. Instead he sent me to the stock photo shown on their website. He was very, very convincing and that the photo depicted was exactly what I was going to receive from Total Body Experts. I genuinely believed that he was telling the truth and that I was getting TWO of the 2 year old, next to new Nusteps per my request and I agreed to purchase both of them. I gave him my credit card number. Believing a word he said was my first mistake. Giving him my credit card number was my second.
What arrived at my gym at 5pm on 1/14/25 was two broken down, filthy and MUCH older than 2 year old Nusteps. I tried to refuse delivery but their delivery person did not seem to understand english. Before the driver left, I called and emailed Steve to call me right away as this is not at all what he said I was getting from Total Body Experts. He returned my call later that evening and requested photos of the damage and proof of them not being refurbished, much less even cleaned.
I furnished them with many photos of how broken down and filthy they were. Photos of the dried blood running down the side of one, the blood wrapped up in the plastic wrap on one, the sand, dust, dirt, & filth on the mechanicals, the internal rails, foot pegs, hand pegs and underneath, not to mention the broken plastic shrouds AND bases on both of them. Not only were they NOT the 2 year old refurbished Nusteps that I had agreed to purchase, they were MUCH OLDER and quite broken down Nusteps. They looked like something someone had discarded. I wouldn't have picked them up on the curb.
The following day, 1/15/25, I received an apology email from Francis and a request to call him. He began by asking if he could have the Nusteps picked up, refurbished and brought back to me. I said absolutely not! They're not even close to the 2 year old refurbished equipment that I purchased. He then said that just the day before, he had acquired TWO MORE of the 2 year old Nutsteps and asked if he could send them as replacements. Again, I said no. I very politely explained why my faith in them was lost and that I will not again just blindly trust anyone at Total Body Experts. He asked what he could do to make this right and what he needed to do to earn my confidence and my business. I tried to give them a chance to make up for their "mistake" and told him I wanted a full refund before I agreed to anything. He agreed that he would credit my card back in full, and per my request, that he would send me photos, videos of them working and the serial numbers of BOTH of the supposed 2 year old Nusteps he had just acquired. I told him after receiving that information, I would do my research and decide whether or not they were the 2 year old refurbished Nusteps that I ordered from Steve to begin with. He agreed and the junk Nusteps were picked up from my gym at 8:10am on 1/16/25.
Francis' story has changed now. He denies saying I'd get a refund and claims that the junk Nusteps I received was in error and were meant for someone else. While telling me what a "christian catholic" man he is, his solution is to deny my refund and instead replace the junk Nusteps with 2 "functional" Nusteps. I did not call Total Body Experts to inquire if you had any "functional" Nusteps for sale. I specifically requested a 2 year old refurbished Nustep. They lied about what they had in stock and just hoped I'd just accept the junk they left in my gym.
If their smooth talking salesman tries to sell you something. Request photos, videos of the unit working and serial numbers so you can be sure of what you're getting. Do not accept anything less. Better yet, save yourself the hassle and go somewhere else. Super shady company.
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