TonalReviews 54

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.

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.

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.

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!

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!

I have had Xrays and and MRI of my right hand. The weight didn't come off when I clicked the button to release the weight. TONAL is a HAZARD to your health.

This is a great piece of equipment but the company are bad faith actors.

The hardware costs $4000.00. You have to buy the accessories for another $500, otherwise you can't use the machine. That's fine, because you know that up front. You have to sign up for a year's worth of membership, which I understand is now up to $59.99 a month. Again, fine because you know that up front.

Here's where the deception comes in. You THINK that the $59 a month gives you access to a library of different workouts that you can do.

The machine also lets you do custom workouts with different movements that you can do with it. These are just pictures of the movements that you can set up. This is basically like different weight machines that you would find at a gym. It stores your custom workouts and tracks your progress, as well as analyzes your movements to let you know if you're doing them correctly.

I had a medical issue arise very soon after I got my Tonal so I wasn't able to use it for a few months. When I was finally able to use it, I realized that I didn't enjoy doing the video workout routines because they're full body workouts. I prefer to do different areas on different days so that I can work out every single day and still have rest days for each muscle group. That's just my preference.

I hung onto the membership for another year, thinking that I might get into doing the video workouts. I eventually cancelled. At this point, I've spent nearly $6,000.00 with Tonal.

2 months ago, they took away the ability to see most of the custom movements and the tracking of your workouts were removed and replaced with messages to renew your membership. So now, my $6,000.00 investment is nearly worthless unless I cough up another $720 a year.

The company is having some major financial issues and they're doing precisely the wrong things to turn things around. Rendering an expensive piece of equipment useless unless your customers essentially pay extortion money to be able to continue using what they've already paid an exorbitant amount of money for is not a winning strategy and it demonstrates a fundamental misunderstanding of human nature. This isn't going to generate revenue. It's going to enrage your customers. The reviews on other sites reflect that.

A MUCH smarter strategy would have been to charge a much lower price for the just the custom workouts, progress tracking, and movement analysis. I can get a gym membership for $10 a month. That gym has all of the equipment that I need to workout the way I want to work out. I would have been fine with paying that $10 a month to get what I need out of Tonal. They could continue to charge the $60 a month for the video library for customers who prefer that.

As it stands now, Tonal gets nothing from me. Because they pulled such a slimy maneuver, they've earned themselves a bad review everywhere I can leave one and I actively warn people away when Tonal is mentioned.

Pro tip if you have a Tonal and don't want to pay the extortion money: there are YouTube videos out there with different workouts. I track my workouts with an app on my phone so I've figured out how to get what I need without rewarding shady business practices.

This company needs a new CEO. The one they have is an idiot. I don't see how Tonal makes it to 2024 unless they radically change course and replace the leadership team.

I definitely recommend that you avoid buying this product. They're shady and they're not going to last long.

UPDATE: I looked up who the CEO was because I just HAD to know who could be this stupid. It turns out that she's an alum of Bain Capital. They're the vulture capital firm that acquires distressed companies, leverages them to the hilt, runs off with the cash, files for bankruptcy, and lays off most or all of the employees of that company. This explains everything. Her pedigree doesn't focus on building anything, nor would she be familiar with human nature (or humanity for that matter, what with all that destruction of working people's lives and all).

Let me repeat: STAY FAR AWAY FROM THIS COMPANY.

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

The Tonal Digital Weight technology is excellent. Kudos to the Design Engineers! The Tonal experience from a customer support and relationship perspective rates a 0 out of 5. Tonal is on par with Samsung, providing great products, but offering the the most out of touch, lowest rated high tech company in the world, when it comes to customer relations. I do not want to waste any more of my time, because Tonal is tone deaf when it comes to listening to customers.

Raising the Monthly Membership Fee by 20%, while laying off many of their Exercise Program Content Providers does not compute with me. Pay 20% more for 20% less value is a business formula that is doomed to fail!

Offering only one membership tier ($60/month) is an example of the many things wrong with Tonal as a company. Tonal is a digital system which hangs on a wall and is always connected to the Tonal Mothership for updates, adding new features, bug fixes, etc. Numerous Membership Tiers could be implemented to allow customers to customize their exercise experience to match their budget would be very easy for Tonal to implement.

I feel sorry for the Customer Support Staff who want to help, but have no authority to do very simple tasks like changing an email address without wiping out all saved programs, as well as the entire history including erasing all customer created free lift routines; only because the initial email address cannot be changed PERIOD. This is a "my way or highway" approach to "dealing" with customers. I wish Tonal would be acquired by a company which understands the importance of customers and customer support. SHAME ON YOU TONAL - YOU HAVE LOST YOUR WAY!

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!

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.

When you pay $4k for a gym equipment you expect it to work without any extra charges. Well, that's not true for Tonal. After a one-year contract with them, where I was obligated to pay the now $60/mo membership fee, I've decided to cancel the membership. And for my surprise, ABSOLUTELY EVERYTHING WAS RIPPED OFF OF MY EQUIPMENT. And when I say everything, I mean everything. I've expected that the library of on-demand workouts would be turned off. But, instead here's a list of every single feature or benefit that was turned off at the time of cancellation:

-Our growing library of on-demand workouts with our expert coaches
-Your metrics: data measuring and progress tracking
-Personalized weight suggestions
-Dynamic Weight Modes like Smart Flex, Eccentric, Chains, Spotter, and Burnout
-Form Feedback
-Free Lift movement library, including the video demos
-Your Custom Workouts
-Heart rate tracking
-Tonal Radio
-Apple Music integration
-Motivational features like Achievements, Leaderboard, Personal Records
-Partner Workouts and Virtual Group Workouts

My metrics? The custom workouts that I created? Apple music integration? (which by the way is a separate membership that I pay every single month to Apple and not Tonal). That's abusive in my opinion. They are simply manipulating their clients to pay $4k upfront, plus $720 in membership fees for a whole year, and when you think that you can finally set yourself free... you find out that the machine only works with an outrageous $60/mo fee.

The equipment that I paid $4k for is now a huge black screen on my wall. That's it. I paid for a huge black screen that features some touch-screen buttons at the bottom. That's it. That's all I have access to without the membership. Even the dynamic weight feature (which some may consider a safety feature) is not available anymore. As a consumer, I feel manipulated, used, abused, ripped off. Unfortunately, I don't have the means to sue this company. But I truly hope that someone out there does.

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.

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.

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.

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?!

Since the start of this entirely PAINFUL experience I would like to break down exactly how the "tonal team" has failed and has treated us with the utmost disrespect:
We received notification that our Tonal arrived at the hub in Denver on 12/2/22. No updates or calls were given to us even though they were promised so we called and after 2 hours of calling you to find out why we haven't heard from installation you informed us that we would receive a call on Monday Dec. 5th.

No call ever came so we called you again on Dec 5th and once again no answers were given to us - you explained that you would be sending a request for a search of the hub to find the product and after our 1 hour call that day you said rest assured you would call us in 24 hours.

On Dec. 7th you still did not call, no update, nothing. So, since we very much wanted this machine and knew that our next step was not even for the installation but to tell us it arrived we called you again because of course you did not follow through on your promise to call the customer and after an additional 56 mins on the phone you informed us that Ryder had not scanned the barcode. This call ended with a dismissive - we will get back to you in 24 - 48 hours. And as the week came to an end we knew you had failed us again and no one was going to call us.

On Monday Dec. 12th we were the ones calling you yet again and still no answers. You told us the same response for a third time. At this point it would have made sense if you had sent a replacement as it had already been 10 days since the machine had been lost at the hub - but no, you provided zero urgency around a mistake that was clearly a company mistake. You made no promises to make it right, no next steps, nothing.

So we waited and called again on Dec 15th as we had been hoping we would be happily using our machine by now and to no surprise you gave us the same response.

My biggest concern is that your team has done nothing to make this right. We had a friend order their Tonal a week after us and they have it installed not just delivered and we are in complete disbelief. Your company has provided baseless claims week after week that you will fix this. There has been ZERO calls ever made to us, we have had to continuously seek you out because even though it is always promised you will call. You don't. I can not even explain the feeling of being told that this is not even the final step to get this installed and that could take even longer but that you have not even prioritized this case since you have messed up so many times and have let us spend so much time trying to get answers.

This week you once again did not do anything to move this along so my wife called you and for an additional two hours of her day tried to get this solved.

Today we were told that after our hour call that a supervisor would call us back within two hours. We waited and waited and no call. So, yet again it was on us to follow up since no one bothered to even make an effort. Yet we have nothing to show for the hours on hours of time we have spent trying to get someone to treat us like the paying customer we are. This is not right and it is a terrible reflection of the values and priorities of this company. There is not one person who has made this right or expedited this process.

DO NOT GO THROUGH THE SAME STRESS AND AGGRAVATION. AVOID THIS COMPANY AT ALL COSTS.