Tonal

This company has very $#*!ty service calls go on unanswered my units been sitting in Salt Lake City for a month they schedule you and then they cancel you they are to
Busy to do their job. I gave them to the end of the week to bring it here and install it if not I will attempt to get my money back. I am in the process of looking for another workout system. I can't understand the people in customer service and they can't understand me. How do you run a business like this. These guys need some serious competition.

Should have realized that a company that takes down their local google listing (so they can't be easily reviewed by actual customers) is a scam. Dang it. I usually look for real google reviews before making a purchase decision of this size. Low and behold, they had no google listing at all! So, without that customer feedback I was ill informed on how terrible Tonal is. They are the absolute worst.

The machine broke in 2 months. The worst customer service I have ever encountered. It's been weeks of calling everyday and getting no where. Still can't use the tonal. Concept is good but machine is poorly made and very delicate. Plan on no service when it brakes and it will!

I bought my machine and was very happy with it. But after a few weeks of use there were just some quirks that I felt were unjustified with how much the machine costs. So after much consideration I decided to return it on 12/5/2022. Their third party installer came and picked the machine up on 12/12/2022. I still have yet to receive a refund (it's 12/30/2022) and every time I call they say they don't have confirmation from third party movers that they have the machine. They continue to bill me for my $50 a month tonal membership fee and I don't have the machine! They told me they were going to cancel it and it's a refund for membership 10 days ago and I have received nothing. I called today and was told my membership was still active…. I could go on and on. The machine is good if you wanna keep it. But if there is any doubt in your mind that you may want to return it or not sure if you'd love it. Don't waste your time or money. Customer service is horrendous.

Both arms broke down 4 times in past year. It's an uphill struggle to get someone from Tonal to fix the problem. It took me 3-4 weeks, numerous phone calls to their customers service, just to get a schedule for the fix.

Purchased The top of line with all additional options, paid monthly fee of $50 for well over a year. We had a baby and purchased a house excited to move in we contacted Tonal for relocation requirements. Tonal voids warranty if you don't use them to do the moving of equipment. No problem, we PAID $538.75 on 4-14-2023 to have them move our equipment, after zero emails or follow up we called 5 different times to inquire on status as we have to be out of condo by end of month. After hours on the phone with staff who struggle with speaking clear English i was told no supervisor is available to assist and i must sent proof of payment as they don't show the $538.75 that was taken from my account on the 14th. Literally the absolute worst customer service EVER! I like the product but honestly will most likely sell it as I never want to deal with this again. Sad thing is i referred 4 others to purchase a Tonal

Expensive hardware that's great….until you have to pay a big monthly bill :( ! Then Tonal increases that monthly bill and if you don't pay you lose all the features. It's 'all of nothing' - pay the high monthly fee, regardless of whether you use some/any/all of Tonal's features or services. I sadly do not recommend because of the high monthly fee.

Piece of junk, I hardly used it and now motherboard is out of warranty and since it can not be fixed, I was asked to purchase new one.decided not to buy new one and throwing the existing one in trash and getting wall repaired. Worst investment I have ever made.

The hub received our machine over a month ago. We called more than ten times to schedule an installation but no one was able to give us a time. Every time someone said they will call us with an update but they never did. Finally they gave us a date and let us know that the installation team would call the day before.
They never called, when we called again to double check about the final time, they said we were not on the schedule. I have records of email and confirmation from both Tonals customer care team and their installation partner, we asked time off from work for the installation and no one even bothered to call us or update us.

This raises major concerns for us, with how inefficient, unresponsive and incompetent their team is, how can expect to be taken care of if someone goes wrong with the machine?

No one gives a crap about their customer from this company, do not recommend.

I was so happy to recieve my Tonal and found it to be the best work out system I have found. This was true until it broke. Their customer service is oursourced and the scripts are patronizing. Tonal replaced my machine after three month of constant pressure only to get a refurbished machine that broke after three workouts. Now they want me to pay $795 to get it replaced because I am now out of my one-year warranty. Interestingly enough, they now have a two-year warranty with many hidden reasons not to replace the unit. I have never written a negative review, but I felt compelled to let potential buyers know there must be a better system. If your machine breaks, good luck! Tonal has your money and has been getting your $59 a month so they don't care if you are unsatisfied. Please do yourself a favor and read the reviews before purchasing. Great concept but fails on customer service when your machine goes down.

Spent $4k on a Tonal in June of 2022. That unit broke 5 times in 12 months. After the 5th service request Tonal brought me a brand new machine. It broke in 7 months. Now they say that they will not warranty the new unit and I have to pay $400 for a service call that they will try to get to in 30 days. Total cost $4,000 + $60 per month subscriptions = $5k for a machine that currently sits on my wall and doesn't work. Until they figure out how to manufacture a machine that lasts more then 3-7 months STAY AWAY!

Tonal arrived broken and I waited another 3 weeks to get a new one. Delivery was cancelled on me twice with no notice, just a no show! I contacted Tonal multiple times and had to demand reimbursement of shipping and delivery. I then had to call and jump through more hoops (when I made no mistake in the first place) and was told they will send another one out...therefore waiting another few weeks to hopefully get a working one installed. Asked for additional reimbursement and the service agent said no and treated me like an idiot (they weren't the one who had to take two days off for no show deliveries!). Tonal wouldn't offer me an additional few months membership (which costs them nothing) for all the hardship and instead they are fine with me cancelling my order and losing a customer altogether. Where did good customer service go?!

You pay a fortune up front and I thought it was worth it till I found out you have to pay a monthly fee to keep the thing going. Without the fee you can't do even a custom workout and the screen glares at you to renew now!

We received our Tonal and the install was smooth, but they sent us a used accessories kit. The bench has sweat stains and the bars/handles have wear from usage. Super gross. They said they'll send us a replacement set, but have yet to receive it, so at this point we have a disgusting set of accessories and a wall mirror. Not impressed so far. Will update this review if it ever gets resolved.

Don't waste your time and money, I have been waiting 4 months and then they set a day for delivery but I never got this machine, they rescheduled 4 times in 1 month after waiting 4 months, so I decided to cancel my order. Tonal is the worst company I have bought from them. If I could I would give them a negative star!

Initial order took 3-4 weeks, and overall liked the product. Then an arm broke and it's been hell since. Call and try to explain to someone that doesn't speak english, cannot find my account, follow up email, with video of the issue, 3-4 weeks for a repair team to come. That fix did not work, go through all steps above once more, and I'm now on the wait for yet another replacement tonal, 3-4 weeks replacement arrives, installer brings it, installs it and says sorry it's broken. Now no one will answer their support line, I'm sure my 3rd device won't be here within the next 3 months. Issues began in May, and still not resolved mid July.

While those who are blessed to actually have this equipment delivered in a timely manner may give stellar reviews the rest of us are still waiting for said equipment. You pay an exorbitant amount for installation yet cannot actually contact their third party vendor Ryder in the event there are scheduling issues -I. è, needing more time for a contractor to make sure your space meets tonal specifications- Tonal cannot seem to reach them either. It sounds like they are having issues fulfilling orders ergo giving the runaround on installation/Delivery. If you are good with shelling out $500 for equipment and services that you don't have and not know definitively of equipment arrival then this product could work for you.

I waited 2 months for delivery. The installer (XPO who came at 8:30 pm on a friday - 3 hrs late) said my studs were 21" apart so I needed the wider bracket. I contacted Tonal and let them know the situation and XPO said they would come back out with the wider bracket. They came out 2 weeks later and the installer had no idea what I was talking about and did not have the wider bracket. At this point I have no faith on this company's ability to properly install.