Technician did not show up for confirmed appointment. The appointment windows are 4 hours so this resulted in 5 hours of wasted time. No courtesy call occurred to inform me. Once I called them, they informed me that the technician was behind and wouldn”t make it. To make it even worse, they can”t tell me when there next available appointment is. Terrible customer service.
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Published11 January 2019
Submitted by: Nldlblblcl
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This complaint and/or review was posted on The Skeptic Files on 07:36 am, January 11, 2019 (CST) and is a permanent record located at: https://www.skepticfiles.org/review/go-configure/.
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Evan Glockner
We recently purchased a bowflex home gym. As advertised on the bowflex website, we also purchased the “in home assembly” in order to have our equipment “professionally installed”. The appointment we had (yesterday) absolutely did not meet our expectations, as the technician that arrived told us that he had thought he was there to set up an elliptical machine, and that he had never assembled a home gym before. Bowflex promises “full assembly by a qualified technician”. By the way – what bowflex doesn’t advertise is that they solely outsource the setup to a company called “go configure, inc.”. Be sure to do your research and read reviews before you purchase the assembly option. My review here is only a partial one, as I am only hitting the main points about what transpired for this in-home assembly event. When I told this technician that I did not want him to set up our machine and that I wanted to reschedule with the company, this young man became very offended. He proceeded to defend his expertise and his engineering background, which I tried to get him to understand that this was not a personal complaint against him in any way. It is not whether or not you are capable of assembling this equipment. Lord knows that my husband and I are capable of setting it up too! We can read through directions like anybody else, and if I had known that this was going to be the scenario I never would have spent hundreds of dollars on the in-home assembly option. I tried to explain to him that there is liability if he makes a mistake and assembles the equipment wrong, and a home gym could really hurt somebody if it is assembled wrong. I absolutely was not comfortable with having a technician practice for the first time on our machine, and I stand by that decision. From the comments he made, it appeared that this was his chance to gain experience and learn how to put the particular model together. I asked him directly – doesn’t your company provide equipment for you to practice on? He confirmed that they do not give him practice with the assembly. This man was overall polite, although he was visibly upset and offended by my cancelation. I was diplomatic, never rude and I never raised my voice. The only part that made me feel bad was that as this technician was gathering his tools, this young man says to me “when you complain about me, can you please leave out the inexperienced part?”. Listen to me very carefully – the “experienced” part is essential to your job. Whether it is home gyms, or playground equipment, you are setting things up that have potential to hurt people. My complaint and this review now is not a personal attack against you or how capable you are. When I called both go configure and bowflex to address the situation and inform them that I didn’t have the product assembled at that time, I never once asked for this technician to get in trouble, and I don’t want him to get fired. I simply want this employee to be trained! How is it that he is not shadowing an experienced employee to teach him how to set up each type of equipment??? As a company, go configure should have every single model of bowflex equipment for a technician to practice assembly on. This whole entire awkward experience – which was the absolute worst home assembly experience that I have ever had – could have been avoided had this young man received the proper training from go configure and bowflex companies. Furthermore, it should be your company policy to send two technicians out to a job. The equipment is heavy and hard to maneuver, and assembly would go so much faster with two people. Go configure seriously needs to re-evaluate their management and field operations policy and procedure. There are several things that I would like to say to that young man – I am very sorry that you left my house upset because I did not want you to assemble our home gym. I hope that you understand that I blame your company for their lack of training, and my complaint is not personal against you. And, if it is true that they make you purchase your own tools for these jobs (which is pretty messed up) I hope you know to write off the purchases on your taxes in some small way to get compensated for you having to provide that. Furthermore, please notify the homeowner or your manager that you are highly allergic to cats before you arrive to any house. My last piece of advice for you – every employer has a responsibility to make sure that you are trained to do the job that you were hired for. Even though you might feel like you regret having told me, I really appreciate your honesty and integrity in telling me that you had never set up this model of equipment before. This whole thing could have gone completely differently had you been properly trained on the setup to begin with. If you ever come into the situation again, please inform the customer that you are unable to set up the machine because you need to be properly trained on the model first. Any customer can respect that. Then you contact the company, stand up for yourself, and get the training that you need for future jobs.
Camelia Vliem
We bought a warranty from Icon health and fitness for our elliptical with GoConfigure as the provider of the warranty service. This has been the WORST experience one can imagine. It has been over two months and we still do not have a working machine despite daily calls to 3 different companies: Icon, GoCongure and the actual technician. We have had the technician come twice and each time declare that he does not have the tight parts and more need to be ordered. He places an order and GoConfigure simply does not process it for several days and it takes many calls to get them to do it. Then once the parts arrive, GoCongigure claims that they cannot authroize the work unless Icon issues a new work order to them and they are dependent on Icon. Calling Icon leads to them saying that GoConfigure does not need a new work order. This goes back and forth and then requires escalation to resolve. Then you simply get a text message with a randomly chosen time when you are supposed to meet the technician who turns up and says that the parts are the wrong ones and you start the cycle again. THIS IS THE WORST CUSTOMER SERVICE I HAVE SEEN IN MY LIFE.
Alberta Arab
Warning…BE AWARE, LIARS & THEVES No show on 4 appointments, they scheduled. Never reached out, I called them and they assured me “technician” was on way, each and every time I reach out. Finally on one phone call we made about waiting with no one showing, my senior citizen husband said he was so mad he wanted to shoot assembly guy, and go configure phone lady said that he would be doing go configure a favor, call was ended pleasantly by all parties. Anyway, so don”t you know that go configure finely reached out after 3 weeks and 4 missed appointments? They informed us that they were canceling our job but NOT refunding our full amount that they changed us three weeks ago, because they didn”t feel safe? Odd, figures you should feel very safe from your customers because you never see them on your scheduled appointments. Pretty safe, distance, I should say. So not only did we wait 4 different days with no shows, they still owe us $143.29 Truth
Sharon Chafe
Truly the worst delivery company I have ever had the displeasure of dealing with. Their low level of professionalism, lack of integrity and incompetence baffles me as to how they are still in business. I purchased a treadmill from Dick”s Sporting Goods over the weekend. I set up a delivery date on the following Tuesday evening. The delivery guy called me the night before with a delivery time block between 7:00 and 9:00 pm. He tried getting me to change to Thursday, to which I replied would not work due to the fact I already had prior plans made. I told him I went to great lengths rearranging my schedule to be available on Tuesday and that was the only time I could make it work that week. He agreed to the delivery on Tuesday evening. Well, Tuesday evening came, and the delivery guy called to cancel, said he couldn”t make it. I had a feeling he was going to do that. I called to speak to Jessie, the manager. He said he would try to find someone else and call me back. 2 hours later and no call back. I called him back and he said he had no available delivery persons available. I explained my frustration (nicely) and asked what he would offer to make me feel better. His offer was to schedule a more convenient delivery time that worked on my schedule, and that he had an available time the next evening. Can you believe that? I expressed that under the circumstances that the delivery fee should be waived. He offered to submit a request for a small discount, and if I wanted the next evening appointment to call the next morning. I called the next morning and the receptionist said they didn”t have any available appointments because the delivery guy was in Los Angeles the entire evening. Unbelievable! I spoke to the manager, Vernon at Dick”s Sporting Goods to inform them of their incompetent delivery company and what happened. He expressed his apologies and awareness of several complaints that other customers have brought to his attention. He said he was working on the issue.
Willette Danca
This Company is the most unreliable deceptive unprofessional. I had a date and a time for installations, they came up with lame excuses and moved the time from @;00-P.M to 4:00 and than 6;00 P.M. After that time they never called to apologize, never called to reschedule the appointment. I had to hire another person to install the BBQ Will never recommend them to any body. Pure disgrace
Freeman Roller
The people that you sent stole my hardware kit, my media cable and my document card and even tried to steal my Spanish manual that came with my treadmill. They dropped the machine multiple times because they were using a too small dolly, the machine is not properly put together it”s squeeking real loud if speed gets up to 3.1 your person Jill is rude almost 2 weeks now and still no one has come. I will have to send the treadmill back because it”s no good if it”s not assembly properly. I refuse to wait anymore because the time for me to return it to Bowflex and get my money back is being used up waiting on goconfigure to do the right thing.
Chong Speziale
Technician STILL HAS NOT FINISHED putting up our swing set after rescheduling FIVE TIMES!! He’s supposed to be back tomorrow afternoon to finish (WHICH IS THE SIXTH APPT THE TECH SCHEDULED WITH US)!!! We keep getting texts from Go Configure to rate our “completed service”…IT’S NOT COMPLETED!!! I bought it for my Grandson’s birthday party over a month ago. Originally scheduled for set up on 5 Sept. He is NOW coming back tomorrow on 25 Sept to finish! He dropped all the boxes in my driveway on the 5th. They sat there for two weeks. Rescheduled due to car trouble, due to miscommunication with dispatch, then no reason what so ever…just no showed. BTW my Grandson cried not having it as promised for his birthday! HORRIBLE SERVICE!!! We paid for the swing set in AUGUST & scheduled delivery & set up for the 5th which was soonest appt. Go Configure already charged my card $499.99 for delivery & set up at beginning of Sept! I will be telling EVERYONE I KNOW NOT TO USE GO CONFIGURE!!! WORST CUSTOMER EXPERIENCE EVER!!!