Call Kurtis: Running towards a Refund
Molly Carter doesn't get much motion from the new treadmill she bought at local Sacramento Costco in March of 2010.
The treadmill started having problems a month into ownership.
"The last time my son was on the treadmill, it lurched, and he kind of fell off of it. That's when I said, 'uh oh, no more," she recalls.
Molly emailed Icon Fitness, the maker of her Freemotion Fitness treadmill.
She says the company told her "get it out of your garage and into your house, or we won't talk to you.'"
Their replies made Molly feel dismissed.
Icon advised that keeping the treadmill in the garage killed the factory warranty and extended warranty, which Molly paid $90 for.
This is when the Kurtis investigative team got involved.
We were able to get icon to send out a repair tech who immediately made a service call; Icon later sent replacement parts, not once, but twice.
"They didn't solve the problem," says Molly's daughter Angela.
Molly and Angela weren't getting much of a workout with their treadmill acting up the way it was.
Molly eventually took our advice and called the Costco where she originally purchased the treadmill.
To her surprise, they accepted the return more than a year from its original purchase date.
"I've always believed in treating people the way you want to be treated," says John Segale, a retail marketing expert with Precision Public Relations in Roseville.
He says that Costco's liberal refund policy helps in building and retaining their loyal following.
"The most successful businesses understand the importance of keeping customers loyal. At the end of the day, this is the tipping point of whether or not consumers are going to continue to spend their money with a certain company or go find better service elsewhere."
After we got involved, Molly was able to get the warranty company to refund her the $90 she paid for the extended service plan.
She got two resolutions she was hoping for but wasn't so sure she'd get.
"Costco usually sells good service with quality products," says Molly.
