Our experience with Kodiak Sports was one of the most unprofessional business experiences we have…read moreever encountered.
We purchased several thousand dollars' worth of commercial fitness equipment for our HOA fitness center. We were quoted a 3-4 week delivery timeframe, but our order took nearly 8 weeks to arrive. Throughout the delay, communication was poor, and we repeatedly had to contact the company ourselves for updates.
Before requesting our quote, Kodiak's website advertised that their team would "layout your facility, supply and install all your equipment." However, there was no option anywhere during the quote process to request installation, no indication that installation was excluded, and nothing on our quote or invoice stating that assembly was not included. The only reference to installation was the statement immediately above the "Request a Quote" button.
When the equipment arrived and we realized installation was not included, our first step was to call Matt directly to discuss the misunderstanding. We left him a voicemail hoping to resolve the issue with a simple phone call. Instead of returning our call, he chose to respond by email.
After we explained why the misunderstanding occurred, the conversation became increasingly hostile. Matt repeatedly referred to us as "ignorant," stated that our assumption was "insane," and compared our purchase to ordering something from Amazon and expecting Amazon to install it. That comparison simply doesn't make sense. Even Amazon commonly labels products as "assembly required" and frequently offers customers the option to purchase professional assembly during checkout. Kodiak's website offered no such disclosure or option.
This is also commercial fitness equipment, not a bookshelf or piece of furniture. These are heavy commercial machines weighing hundreds of pounds with moving parts and, in the case of the stair climber, electrical components. They are not something the average customer--or even a typical maintenance technician--assembles every day. That is exactly why we expected installation to be discussed, especially when the company's own website advertises installation services.
When we continued to respond professionally, Matt's conduct escalated further. He sent emails calling us "stupid," an "entitled idiot," and a "clown," ending one message with "Good riddance."
To make matters worse, after corresponding directly with us, he sent a separate email to my supervisor making disparaging remarks about my employee instead of continuing to address the matter professionally.
We work for one of the largest HOA management companies in the country, managing communities nationwide. Because of the seriousness of these communications, the entire email chain was forwarded to our corporate office for review. After reviewing the owner's conduct and the overall experience, it was agreed that Kodiak Sports would no longer be considered as a vendor for our organization.
Businesses are free to disagree with customers. What they should never do is resort to personal insults, ridicule, and unprofessional conduct because a customer raised a legitimate concern. A simple question during the sales process--"Would you like installation included in your quote?"--would have prevented this entire situation.
The equipment may be of good quality, but customer service, professionalism, and transparency are equally important. Based on our experience, we cannot recommend Kodiak Sports and will never do business with them again.
