I finally have time to write this review. If I could, I would give zero stars…read more
What ridiculousness!! AIT is in the business of taking your money and screwing you over!! In the middle of April of this year, I had an issue with a tangled walking belt, on my Pro-Form treadmill. I originally bought the treadmill from Costco. I called the service phone number, provided on the Pro-Form user's manual. A representative named Sheila explained everything to me, and I paid for the service fee and a new walking belt, over the phone, since they required an upfront payment. I was told by Sheila, that someone from AIT Worldwide Logistics (a third-party service company), would call me to set up a service appointment.
About 5 days later, a representative named Henry from AIT Worldwide Logistics calls me. I tell him that a walking belt has already been delivered, and I just need to make a service appointment. He asks me what day and time I preferred for the appointment. Since someone is always home, I told him any day and time was fine with me. Henry then set up an appointment for May 7, 2026 at 12:00 pm noon. On the day of the appointment, the technician never showed up. I called AIT Worldwide Logistics right away, and I informed Henry that the technician was a no-show. Henry tells me the May 7th 12:00pm noon appointment was never actually put into their system, and there was some kind of mixup.
He tells me in order to set up a whole new appointment, I would have to wait 3-5 days for a phone call, from Michelle, who is the lead dispatch coordinator. I waited and on the fifth day, I still never got a call from Michelle. So I call AIT Worldwide Logistics again. This time instead of Henry, a female representative named Janet, answers the phone. I had to re-explain the situation to her. She basically tells me the same thing Henry had told me, that I would need to wait for a phone call from Michelle. Janet tells me she will leave a note, and let Michelle know that I called. I wait another week, and I still received no response from Michelle.
Since I had not heard from Michelle, I called AIT Worldwide Logistics once again. Henry answers the phone, and I explain to him, that I have not gotten one single call from Michelle. I asked him if he could give me Michelle's phone number, so I could speak to her directly. He tells me he is not allowed to give out her number. At this point, I was not even sure this Michelle person even existed. Between AIT Worldwide Logistics and Pro-Form, I lost track of how many times I called, to follow up with them. I lost track of how many times, someone promised to call me back, but never did. I lost track of how many different representatives, I had to explain my situation to, because a new representative answers the phone, every time you call. That new representative, then ends up opening a new case file, when one is already open.
I have asked on numerous occasions, if I could just speak to the previous representative, since they already know my situation, but they continuously denied my request. So bizarre. We basically got the run-around for about one month. Pro-form continued to promise us that AIT Worldwide Logistics, would eventually be able to set an appointment for us, but we could not wait anymore. I decided to keep the walking belt, since it was already delivered. After some more back and forth, I was able to get a partial refund, but what a humongous waste of a customer's time.
Apparently AIT Worldwide Logistics is known for flaking, leaving customers high and dry, and having very poor communication skills. And when you call them, they frequently put you on hold, every single time. In the midst of all this, I learned that AIT dispatchers, may or may not schedule appointments, without confirming availability first, with the local technician. Which in turn ultimately results in last-minute cancellations, or simply no-shows. It appears that what they have, is an extreme lack of proactive communication. I hope AIT Worldwide Logistics, makes significant changes, to improve customer relations.
