Service expectations

Service expectations. The best is what you deserve!


“The best,” is obviously subjective, and while we believe our service is the best, it’s your opinion that matters to us. What we are sure of is that we provide the best value, continue reading for a full description of our entire workflow before, during, and after your service call.


What To Expect: Before Service


First, you need to find us. That may be through a referral from a friend, Angie’s List, LinkedIn or Social Media!, or maybe browsing the internet . Either way, you’ll probably end up on our website. There you can find our maintenance tips, blogs, videos and other helpful knowledge to help you maintain and repair your equipment. Do you feel it’s something you aren’t prepared to take on? That’s where we can help! Check out all of the services we offer, areas we serve, and how to contact us. Have a technical question you can’t quite understand? Contact us and we’ll connect you with one of our certified technicians. 


Ready to schedule a service call? One of our service coordinators will gladly assist you. Our front office is composed of different departments, each one specializing in a specific segment. Our warranty coordinator is extremely knowledgeable and familiar with the processes necessary to validate work covered under manufacturer’s labor warranties. Our commercial coordinator specializes and understands the obstacles our commercial customers face. Our residential coordinators, who serve the entire Greater Tampa Bay Area,  support the service needs of our non-warranty residential customers. Once service is scheduled, you can count on us to be there as promised.


Need to reschedule? Life happens! Email/call/text and we’ll make the arrangements to work with your schedule and find a better time for you.



What To Expect: During Service


The day of your appointment one of our technicians will give you a call informing you they about 20-30 minutes away from arrival to your scheduled appointment. Do you have special requests? Would you prefer your tech enter through the side door? Remember something about your machine that you didn’t mention when scheduling? Tell us, we’ll be happy to oblige!


Upon arrival, your tech will be wearing our company uniform and can provide Identification if requested. We recognize that we’re going to be working in your home or business and take our appearance and cleanliness very serious. After you let us in, we’ll let you guide us to the location of your machine. While walking to your machine we’ll likely ask you to again detail the issues your machine is experiencing.


Once we reach your machine, we will most likely ask you to try and repeat the issue you had previously described. There are a couple of reasons for this, an important one being that each person’s body mechanics are different and problems may be present for one user and not another. To pinpoint exactly what needs to be fixed, we need to be able to diagnose the equipment with a person who has experienced the issue.


Following our completed pre-diagnosis, you’re welcome to do whatever you’d like. Prefer to stay and watch? We’re happy to show you what we do to each machine. We believe in passing our knowledge onto our customers. Have projects or chores you need to get done around the house? Go for it and we’ll let you know as soon as your service is finished. We require that someone 18 or older is available the entire time we are at your location.

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​Once we have finished your service, we’ll explain exactly what we did to your machine and also inform you of what recommendations we have pertaining to parts that need to be replaced.


​After we inform you of the current condition of your machine and what we recommend, we’ll collect payment via cash, check, or credit card, then email you a receipt or provide a copy on the spot.


What To Expect: Following Service


Once our office personnel has reviewed the technician’s notes, if repairs are needed, we’ll call you with a repair quote, usually within 2 business days from the time we left your location. Would you rather review that quote via email? We would be happy to send it to you as well! 


In addition to researching parts pricing and availability, we also check the warranty terms of each machine we service. It’s always great  surprising a customer with the knowledge that their parts are still covered under warranty!


Ready to move forward with your repairs? Call or email us your approval and we’ll start the parts ordering process to keep your machines down time at a minimum. Once we have a scheduled arrival date of your shipment we’ll contact you to schedule your repair. 


From here the process repeats, you can expect the same outstanding service for your repair as you received with your diagnosis. Ready for Gym Works to service your machine? Contact us and we’ll be happy to move forward with all of your fitness equipment repair needs!