FAQ

Frequently asked questions

What are your hours for on-site service?


The Gym Doctor schedules professional technicians between 8:30am - 7pm Monday thru Friday, PST. Saturday 9:00am - 5:00pm PST




How do I make an appointment?


Making an appointment is easy. Just go to the Contact Us Page or Request Service Form on this site and fill out the form. Click the send button and someone will call you back or send you an email to verify your appointment. Or you can call 1 (805) 424-9515.




Do I have to wait all day for a schedule appointment?


No. If you prefer, The Gym Doctor will narrow the service time to a morning (9am - 1pm) or afternoon (after 12pm) window for your convenience. If you have a tight schedule, you may request that our technician contact you 1/2 hour prior to arrival so you may meet him or her at your home.




Will my repair always require a seperate trip for a diagnosis and another one for repair?


No. Many times problems can be rectified without parts. Other times, technicinas have extremely common, smaller parts on hand and can repair your machine in one trip. If your machine requires parts the technicinan does not have on hand, they will likely have to be ordered, however a return repair trip may apply. Again, it depends on your location.




Will I be charged a travel fee if the technician makes two or more trips to my facility?


No. Our on-site travel charge is only assessed once per issue. Whether it requires one, two or even more trips to your home or place of business to resolve an issue, it's all covered under a single travel charge. Issues that may occur in the future once the current problem is resolved would be assessed a new travel charge.




How do these estimates work?


The Gym Doctor base their estimates on a standard scope of work, and project-specific activities, deliverables and timelines for a vendor providing services to the client. You will have to review the service details and confirm final pricing with your installer before the work begins. We will send either for your review a text or email when we've confirmed your appointment with a serivce provider.




What happens next?


You will receive an call, text or email from your equipment technician to confirm the date, time and other details. Please be prepared to provide you technician with the exact name you need assembled or even better, text us a pictuer of the URL link. Assemble times can vary widely between specific products.




Can your tech bring the right part if I explain the problem when scheduling and appointment?


We do our best to recommend and coordinate parts in order to have them available prior to serivce trips if at all possible. The most experienced technicians can make a phone diagnosis the majority of the time. We strive to meet our clients needs and requirements. In general a tech must be on site to make an accurate diagnosis.




What areas do you cover?


THE GYM DOCTOR covers Simi Valley, Moorpark, Thousand Oaks, Westlake, Calabasas, Malibu, Oxnard, Newbury Park, Camarillo, Ventura, Carpenteria, Santa Barbara, Goleta, Castaic, Valencia, Santa Clarita, Sagus, Sylmar, Pocima, Panaroma City, North Hollywood, Granada Hills, Northridge, West Hills, Box Canyon, Woodland Hills, Encino, Sherman Oaks, Van Nuys, Valley Village, Studio City, West Los Angeles, Downtown L.A., Pasadena, Santa Monica, Venice Beach, Manhattan Beach, Compton, Reseda, Hermosa Beach, Long Beach, Redondo Beach, Inglewood, Glendale, Burbank Pacific Palisades, West Hollywood, Hidden Hills, San Fernando, Canyon Country, Newhall, Palmdale, Fillmore, Santa Paula, Ojai, Port Hueneme, Ilivista, Porter Ranch, Canoga Park, Tujunga, La Crescenta, Altadena, Sierra Madre, Monrovia , Arcadia, Rosemead, Beverly Hills, Culver City, South Gate, Commerce.




When choosing a company to handle all of your fitness equipment needs, ask yourself these questions:


Q: Will they take the time to gather all pertinent information and listen to my needs? Q: When I make an appointment for service, will they give me a specific date and appromimate time and not a four-hour window? Q: Will they check in with me upon arrival and let me know what was done after work is completed? Q: Will they take the time to explain the problem, offer solutions and then let me make a decision on how to proceed? Q: Can they be reached when I need them the most? Q: Will they offer advice or other alternatives should my need be above and beyond the scope of a cost effective repair? Q: Will they put my needs above all else?




What if the parts purchase do not work? Do I still hav eto pay for it?


No. If recommended a part to repair your fitness equipment, and we later find that diagnosis was in error, you will not need to pay for the part. Serivce Work, however, can not be refunded. Second calls are billed at 1/2 price ($65.00) plus the cost of any parts.




If I have a problem with my fitness equipment, who fixes it?


Repair and Maintenance of your equipment is all part of our service! We are qualified to handle many of the major manufacturer's to repair and maintain your fitness equipment. **If you already have an existing Fitness Center, in a Apartment Building, Business Center, College's, Commercial, Condominiums, Corporate Fitness Centers, Country Club, Fire Station, Government Gym, Health Clubs, Health and Wellness Center, High Schools, Home Gyms, Hospitals, Hotels, Independent Gyms, Medical Rehabilitation, Multi-Family, National Gyms, Personal Trainer Studios, Physical Therapy Clinics, Police/Sheriff Stations, Private Fitness Centers, Professional Sport, REcreation Centers, Residential Clients, REsorts, Senior Centers, Universities and YMCA




Do your technicians carry all the parts needed to fix my equipment?


No. Each technician is authorized to service all major brands we carry, and all lines and models from each manufacturer, both past and present. Models change every few years and many times we service equipment 10 years old or older. It would require millions of dollars' worth of inventory. Even if this were possible, transporting all the components for your specific machine and the other machines he would work on that day would be impossilble.




When using a Heart Rate Chest Strap there are no readings on the equipment display or the readings are erratic. What can I do?


Please ask the following: 1. Is the transmitter belt worn correctly? The belt should be flat against the skin, with the logo facing the right direction. 2. Are the electrodes on the transmitter moist? 3. Is there anything within one meter range from the transmitter? 4. Is there anything likely to cause disturbance within the vicinity? These can be T.V. sets, computers, portable and mobile phones.




But My Equipment is Under Warranty!


Even though your new equipment is covered by a manufacturer's warranty, it still needs regular inspections and maintenance. The best analogy is your vehicle: Even though the vehicle is under warranty, regular service, such as changing the oil, is required to extend the life of your investment. The car dealer does not pay for oil changes, tire rotations, alignment, tune-ups, or other necessary Preventive Maintenance. Similarly, fitness equipment that has a manufacturer's warranty also has a suggested periodic service schedule. Some of these adjustments and maintenance processes were performed on the day you received your equipment. Many of them also need to be done at regular intervals thereafter.




I bought the equipment form a different dealer.


That's okay. Our professional technicians can service any manufacturer's brand of fitness equipment. We have maintained and repaired all types of equipment. In fact, we are the Manufacturer's Authorized Service Provider for majority of the brands that we don't even sell to home users. Our service team has seen it all. Over 30 years of experience we insure that we will keep your current equipment operating above manufacturer's specifications and can repair it efficiently if required.




How often do I need a Preventative Maintenance Visit?


The frequency is based upon a number of factors including the age of the equipment, the type of equipemnt, the physical environment in your home and the expected usage. For many types of equipment and for products that are heavily used, quarterly service is recommended. We will be happy to discuss your particular needs at a time that is convenient for you.




What maintenance is required for my new treadmill?


The most important issues for preventative maintenance are alignment and lubrication of the running belt. The running belt can be aligned via the rear roller, by adjusting bolts at the back of the treadmill. Exact details for this are given in the Owner Manual for the product concerned. All TrimMaster and Tunturi treadmills use a "wet" lubricant on the underside of the deck. This must be the correct lubricant as shown in the Owners Manual. Do not use products as "All Purpose Oil" or "WD-40" which means Water Displacement #40, as these will cause damage to the running belt and nullify the warranty.




Is there a charge to come to my facility?


It depends if the product to be serviced is still under warranty and where you are located. Due to the expenses involved in performing on-site service, The Gym Doctor must charge a fee for on-site service for non-warranty and some warranty work outside of our normal service area.




The warranty on my piece of fitness equipment has now expired but I would like it repaired / serviced. How do I go about this?


If you require an item to be repaired, we can arrange for one of our trained technicians or serivce agents to visti you. If you require further information please call 1 (805) 424-9515 (Monday thru Friday (8:30am thru 7:00pm Pacific Standard Time) or fill out a SERVICE REQUEST FORM at the top of the page or in the menu bar. Please supply us with your model number you have together with your postal code and we will advise futher.




Do you only build fitness centers in Los Angeles Area?


No. We provide our services in Ventua county, Santa Barbara Counties, San Fernando County, Santa Clarita, Pacific Palisades alike. We haven't expanded as of yet. Distribution restrictions apply.




Will your technician come to my facility?


Yes, due to the size and weight of the products we service, on-site is both recommended and perferred.




What is your typical process for working with new customers?


We enjoy meeting our customers face to face and LISTENING to them. Our interaction with new customers is very easy and quite simple. We first obtain information, perform an estimate, and then work on the job while keeping the customer up to date in every step of the way. With us, there is no guess work. You know exactly what is going on around your home.




Descibe a recent project you are fond of. How long did it take?


Every fitness project we handle is different from those previously handled. With that said, we make sure all our exercise and gym project are finished within the agreed project timeline. This means that if we have a big project, then wee make sure we have a big crew. Once we set a date, the entire company stand behind that date and will do everything and anything to meet the set goal. We are that kind of different. I am fortunate, the Good Lord provides a generous type of clientele for us.




What advice would you give a customer looking to hire a provider in your area or work?


Look for a company that has an iron-clad 100% money back guaranteed in writing that is either posted on their website or srevice contract, has a million dollar general liabilty and an umbrella insurance policy to protect your family and can furnish a copy upon your request, and only uses legal U.S. workers and/or verified workers in the U.S. under the H2B Visa Program. Otherwise these workers cannot be background checked. Protect your family above everything else.




What questions should customers think through before talking to professionals about their projects?


Exceptional work takes time and energy. It's a lot harder than just mowing yards, trimming trees, power washing or hauling debris. Some companies, like ourselves, take hiring honest and confident quality workers seriously. There are companies that take being exceptional in every sense of the word very seriously. We are one of those companies. There are many questions that customers can ask themeselves, but a few of the most important questions we think customers should ask themselves are as follows: 1. What is my budget for an event? 2. Is my budget realistic for the level of service I desire? 3. Is my service provider a great fit for me? 4. Is the price or package too good to be true? Remember quality isn't cheap. The biggest mistake professionals make when beginning a project wth a client or team is they don't ask enough questions. Again communicatin is key. The really good professionals ask great questions. Often they enable solutions rather than supply them.




What should the customer know about your pricing (e.g, discounts, fees)?


THE GYM DOCTOR Delivers within the 25 mile radius but outside of the local radius willi incure a $1/outbound mile charge. All Prices stated are Service Call and hourly pricing. Serivce Calls are $75.00 within a 40 mile radius. Hourly rates are $75.00 Delivery Charges - Within a 40 mile radius around Simi Valley. The base cost *$149. This includes professional White Glove assembly, installation and removal of all packing materials after the assembly has been completed. ***Additional charges apply items, multiple pieces, and deliveries that are made to floors on other than the property's entry level.




Where is the best place to use a treadmill?


Inside a controlled enviornment. People use cardio equipment in the garage right next to the garage panel and on carpet, however it is best to use a cardio piece of machinery in a controlled environment. It helps keeps the motor controller/mother board from being too cold and when turned on it fluctuates from hot to cold, can cause a capacitor to rupture or diodes to break. The best is inside a controlled environment, like your home or gym.




Preventative Maintenance


The Preventative Care Program at The Gym Doctor is designed to mazimize the benifit you will receive from your fitness equipment. For most users, a yearly visit will be sufficient to keep your equipment working like new. We will contact you approximately 9-10 months after you have received preventive care from us already, In order to be sure that any needed repair or parts are covered under the parts and labor warranty as determined by the product manufacturer. Investing in regular maintenance will MORE than pay for itself by keeping your equipment working safely and efficiently, while also limiting the frequency and cost of repairs. Most importantly, maintaining your equipment will insure that it is working smoothly when you want to use it. Make sure you're set up to experience success in achieving your fitness goals and eliminate any frustration or inconvenience cause by non-working pieces.





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https://www.thegymdoctor.com  |   Email: service@thegymdoctor.com

Monday - Friday 8:30am - 7:00pm, Saturday: 9:00am - 5:00pm  PST