Top critical review
9 people found this helpful
Waste of time and money. Don't buy!
on December 30, 2012
I purchased this to cover an inexpensive elliptical machine bought at the same time, just in case anything went wrong. Sure enough, about a month after use, the elliptical started crapping out. So I gave the company a call to start the claims process. They were nice on the phone, and sent someone out within the week to come and look at my machine. This all went fairly well in the beginning. However, the repairman who came to my home said the machine was "unrepairable" (actual word he used on the repair slip) and when asked what the next step was, he indicated someone would be calling me to let me know what was going to happen. He further mentioned that the machine's issues were typical of the cheaper models, and I should purchase something a little more expensive next time. I thought this was a ridiculous comment, because obviously I would have purchased something more expensive and hence, more durable, had it been in my budget. But anyway, I waited for the call he said would be coming soon. A few days went by without a call, so we phone the center again to check on our claim. They again said that someone would be contacting us in a few days. Waited a week, but heard nothing.
For someone who used the elliptical daily, this was a really frustrating process, and after a week and a half we decided to call again. This time, the center transferred our call to another department and we were informed that the report the repairman completed indicated that the damage to the machine was due to normal wear and tear. We were totally incredulous at this suggestion, since anyone could see the machine was purchased less than three months prior, and there was no way that could be considered normal wear. So we were again put on hold, and afterward told that someone else would be coming out to inspect the machine. At this point, it had been approx. 2 weeks since we started the claim process, and we were the ones that had to initiate contact with the company again and again.
I just decided to forego dealing with the Canopy people anymore, and wrote an email to the seller I purchased the machine from. I was issued a full refund within 2 days, and they offered to remove and dispose of the machine for me. The Canopy people still hadn't called me back to set up the 2nd inspection they had said they would schedule. When they finally did (5 days later) I let them know I had already been assisted by the seller.
I will never purchase from this company again; they have nice phone customer service reps, but the actual service is terrible. I can't believe the deal they made out of giving me a measly $279 refund, especially after I paid almost $70 for the coverage in the first place. Ridiculous.