Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Spirit XE395 Elliptical from a third party vendor. After use of the machine, some of the welding has come undone and broken. Upon contacting the Manufacturer Spirit Fitness, they are unwilling to honor my warranty for replacement parts due to their claim of rust damage is the reason the metal welding came undone. They are unwilling to sale me the replacement part regardless of warranty claim. I just want my elliptical to work. I don't think they thought a 340lb person would use the machine 4 hours a week and their product is simply proven to be subpar. I spent almost $2,000.00 on the Elliptical and I got less than 12 months of use out of it.

  

  Business Response

  Date: 05/29/2025

  Dispute Resolution Team,

  Thank you for the opportunity to address *** ****** concerns.

  After reviewing the details of this case, our assessment indicates that the structural issue—specifically the broken welds—was likely caused by advanced rust damage.

  Our warranty coverage requires that equipment be used in a climate-controlled indoor environment (page six of the owner’s manual), and in this instance, the unit was placed on a residential back porch.

  Our products are intended for residential indoor use and are tested under standard indoor conditions. While built for durability and a range of workout intensities, exposure to outdoor elements such as moisture or temperature extremes can lead to accelerated wear over time.

  Although we’re unable to offer warranty coverage under these circumstances, we’d be glad to support him with the parts needed to restore the unit once it’s relocated to a suitable indoor space.

  If *** **** would like to move forward with pricing or need help identifying the right parts or service options, please feel free to contact us at ************.

  Please let us know if any additional information is needed.

  Regards,

   

  ******* *****

  Service Manager

  Spirit Manufacturing, Inc.

   

  (Please see the attached response.)

   

  Customer Answer

  Date: 06/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  My Spirit XE395 elliptical has never been nor ever will be housed outdoors, let alone a back porch.  My machine has always been located in my insulated garage with a dehumidifier to assist with any exposure to moisture.  The claim that my Spirit XE395 elliptical has ever been located on an outdoor porch is 100% false and without warrant or proof.  The location of my Spirit XE395 elliptical is in a common area for your standard home gym or commercial cross fit gym.  The machine is not in a location that would incur any direct contact with any outside elements such as direct sunlight, rain, wind, or dirt/dust.  Please see the attached photos of the machine in its location as well as my previous photos showing proof of no rust damage on any of the welds.  I look forward to Spirit honoring their warranty and contacting me to resolve this claim and send me my replacement parts.         
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 06/09/2025

  Thank you for the opportunity to address *** ****** concerns.

  We appreciate being provided with further details, including photos, regarding the storage conditions and overall care of the Spirit XE395 elliptical. We also appreciate the time  taken to outline your concerns and clarify the machine’s location.

  We want to confirm that a technician was dispatched and in August 2014 the technician was able to install the user right link arm that we provided. However, during the visit, the technician also discovered that the bearings inside both the pedal arm and link arm pivots were seized due to rust. This issue is present on both sides of the machine. As a result, future repair work will likely involve replacing both link arms and both stair arms, with the possibility of needing to replace the rear frame assembly as well.

  While we understand your position regarding the storage environment, it’s important to clarify that corrosion—regardless of how or where it occurs—is not covered under the terms of the warranty. Even in climate-controlled or insulated spaces, any rust or moisture-related damage is considered environmental and falls outside the scope of our standard coverage.

  At this time, warranty service is on hold due to the condition of these components. To move forward, the rusted parts will need to be replaced at the owner’s expense. Once those repairs are completed and the unit is relocated to a fully climate-controlled indoor environment, warranty coverage may be reinstated for future issues not related to corrosion.

  We understand this may be frustrating and not the resolution you were hoping for. Our team is available to assist with the next steps, including parts ordering and repair coordination if you decide to proceed.

  Please let us know if any additional information is needed.

   

  (See the attached full letter response.)

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  So let me recap this from the start.  I contacted you months ago to replace a part that is clearly not affected by rust.  You proceed to claim that rust is the reason for my part breaking.  You claim that I kept the elliptical in an outdoor environment, and this was the cause for the rust.  I show proof the elliptical is not outside, you then switch up and respond that basically states "Oh, well it technically doesn't matter what environment the machine is housed, our warranties do not cover rust of any kind".  You then say that in August 2014 the machine was worked on by a technician and found proof of rust and decay elsewhere on the machine, and that rust is the rust damage that caused my current issue.  First of all, no way I was the owner of this machine in 2014, I think that may be a typo or I was sold a refurbished machine.  That being said, you are telling me you had prior knowledge and were aware of rust damage in August and did not alert me or reach out to me to fix.  You knowingly knew there needed to be more maintenance done, but did not fix it or even reach out to me that this rust could cause issues if not addressed.  So you just let it ride, and then several months later another part broke and now your solutions is for me to pay for several replacement parts.  This is the biggest scam I have ever encountered in my lifetime.  Please send me my replacement parts and you will never hear from me again.    
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that I would receive a refund then I was told that they don’t do refunds when you call a disclaimer is not told to you that they do not do refunds for parts. They need to update their telephone recordings to say that they do not provide refunds and they need to update their website. I called the manager numerous times and he has never returned my phone call.

  

  Business Response

  Date: 02/14/2025

  Dispute Resolution Team,

  Thank you for reaching out to us and bringing this matter to our attention.

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion or frustration ******* ***** experienced regarding our refund policy. We strive to ensure transparency in our policies, and we regret that this information was not clearly communicated upfront.

  One of our call center representatives has reached out to ******* ***** and is assisting her with her refund.  Once the parts are received and processed, a credit form will immediately be sent to our accounting department to issue the credit.

  We understand your disappointment and your feedback is very valuable to us. We will review our phone system and website to ensure that our policies are clearly stated to prevent any misunderstandings in the future. 

  If you require any further information or assistance, please do not hesitate to reach out. We appreciate your patience and the opportunity to resolve this matter.

  Regards,

  ******* *****

  Service Manager

  Spirit Manufacturing, Inc.

  (Please see attached response.)

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought online an Xterra Fitness sb240 recumbent bike on 01/22/2025 and it was delivered on 01/26/2025.
  A problem was found during installation. The left pedal could not be fitted to the crank bar. The screw of the pedal was stuck in the middle of the hole and could not screw further down to complete the installation.
  The company promised to send me replacement parts (still awaiting delivery) but I was asked to pay someone to fix the problem.
  I think in this situation, the company should send a mechanic to fix the problem without additional charges, or give me a rebate for paying someone to fix it.

  

  Business Response

  Date: 02/04/2025

  Please see the attached.

   

  Customer Answer

  Date: 02/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ***** ****

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased XT285 Treadmill on 12/9/2022 from an authorized dealer. The treadmill has a lifetime motor warranty. In July 2024 motor started to fail. Called tech from the store we purchased from and they came out to asses. Diagnosed we needed a new motor and part would be ordered. Part was on back order and finally got word that it would ship out Dec. 2nd 2024. Called to get tracking number and was told part was "pending" and would bot be sent out. we paid $2,250 for the unit and they are now saying that the Authorized Third party vendor is no longer a company and did not pay their bills. So all units warranties are now null and void. We purchased this unit from a place that was authorized by Spirit Fitness to sell to a consumer, and sold it to us with the "lifetime warranty". I was told to check back as they were trying to find a solution for us. Called back today 1/3/25 and was told the only solution is to call the company ( who is no longer around) and work it out with them. We were told these units are now marked as "stolen goods". No solution to get this fixed for us as we paid over $2000 for this unit and did not last 2 years. We would just like for the treadmill to be fixed.

  

  Business Response

  Date: 01/07/2025

  Thank you for reaching out to us and providing the details regarding *** *********** XT285 Treadmill purchase and warranty concerns. We are truly sorry to hear about the frustration *** ********* has experienced and the challenges in resolving this issue. Please know that his concerns are important to us, and we’re here to help.

  It’s clear that *** ********* purchased the treadmill with the understanding that it came with a warranty, and the situation involving the third-party vendor and the delayed resolution has been far from ideal. While the complications with the vendor are regrettable, we have contacted the party that is covering the warranty on this unit and informed them of the need for warranty parts and gave them *** *********** contact details and the information on which parts he needs.  They will be in contact with *** ********* in a timely manner.

  Our goal is to ensure that *** *********** treadmill is repaired and that he is not out of pocket for the warranty parts.

  We sincerely apologize for the inconvenience and disappointment this has caused. Please know that we value *** *********** business and are committed to resolving this issue promptly.

  If any additional information is needed, please do not hesitate to reach out.  Please let us know if further details are needed.

  Regards,

   

  ******* *****

  Service Manager

  Spirit Manufacturing, Inc.

  (See attached to see complete letter.)

  Customer Answer

  Date: 01/18/2025

   
  
  Complaint: ********
  
  
  We thank you for the update. And are pleased that the treadmill will be fixed per warranty guidelines.  We still have not heard anything and wanting to get some type of eta on the process. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

  

  Business Response

  Date: 01/22/2025

  Thank you for reaching out to us and providing us with *** *********’s reply.  The parts *** ********* needed were shipped on 1/17/25.  The ***** tracking number for the motor controller is ************ and was delivered today, 1/22/25.  The ***** tracking number for the motor is ************.  This package looks to be delayed by ***** and is now scheduled for delivery on 1/23/25.  The labor warranty for this treadmill was for one year from date of purchase.  The purchase date for *** *********’s treadmill was 11/14/22, therefore the labor warranty has expired on his treadmill.  *** ********* may either replace the parts on their own or hire a third-party technician to complete the repair.

  If any additional information is needed, please do not hesitate to reach out.  Please let us know if further details are needed.

  Regards,

  ******* *****

  Service Manager

  Spirit Manufacturing, Inc.

   

  (Please see the attached file for the response.)

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill Dec 2023 it broke April 2024. Only 4 months old!!
  2 techs came out to look at it. Last tech from spirit left loose screws. It’s not safe I could hurt myself. It’s ridiculous they can’t fix it. I want a refund.

  

  Business Response

  Date: 07/02/2024

  This unit has been replaced. The new unit is being sent to the dealer. Please reach out to your dealer for refund or replacement.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a defective treadmill in December of 2023. I have a full warranty that expires for service after 1 year. Within that year, I made repeated efforts to get the faulty machine replaced but the company would just send someone out to adjust speed settings or otherwise avoid replacing. My back and hamstring were injured during this time consistent with video taken. It has now been about a month since replacement, haul off and installation was approved. Now, the company is saying I have to pay to remove the faulty machine and get the new one installed. Clear negligence and strict liability for a defective product sold new. I don’t know if this is part of a class of defective products, but it may be.

  

  Business Response

  Date: 06/25/2024

  Spirit has offered to replace the customer's unit which he purchased from *******   We do not have the old unit removed and the new one set up in his home, as requested, but will however ship the unit at no cost to the customer.

  

  Business Response

  Date: 06/28/2024

  The unit was sold by ****** and they have their own policy for handling credit/returns.   Please contact ****** and we will await their decision.

  Customer Answer

  Date: 06/28/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The warranty is handled through you. You have been the one that dropped the ball repeatedly and caused me injury as a result. It is your duty to replace machines and deal with haul off, etc. (or otherwise deal with making sure I don't incur additional cost as a result of needing to replace my unit. If you wish to involve Target, I leave that to your discretion but pawning things off on them is displacing responsibility (when your warranty covers replacement). I had to incur extra monies to get the new treadmill downstairs and to have the old one hauled off. Those are costs that should be incurred by the party warranting the treadmill and not the consumer. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an Xterra (brand of Spirit) off ****** and when the item arrived, it didn't work. I contacted Spirit support and they said they would send out a technician to fix the problem. The repairman never came and everytime I reached out again, they said one would be coming soon. In the meantime, my window to return the item to ****** elapsed. If I had known a technician was never coming, I would have immediately returned the item. I paid over $1000 for a treadmill that never worked. When I contacted Spirit asking for a refund, they said I'd have to contact ******. This, of course, is no longer an option.

  

  Business Response

  Date: 03/08/2024

  Hello,

  I spoke with the customer this morning. Advised we were trying to find a tech. He stated he was in talks with ****** about returning it & even mentioned selling the treadmill. I asked if he wanted us to stop looking for a tech & he said yes. I offered to give me extension & email to help with ****** if needed but he declined.

  Thanks,

  *****

  Xterra Service

• Initial Complaint

  Date:02/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Spirit Fitness treadmill about 9 years ago based largely on the warranty that Spirit Fitness offers. In November of 2023 my treadmill started showing fault codes so I called the business that I purchased the machine from and they gave me a number for a technician. After speaking with the technician, he made a guess as to what the problem was and the repair part was ordered. When the part arrived the tech. completed the install, but the problem still persisted. On December 13th 2023, a new part was ordered on order #******-1, and the tech informed me that the part was on back-order with no ETA. I have since called Spirit January 4th, 10th and February 6th and 16th and I always receive the same answer, that the part is on back-order and they have no idea about when the part will show up. I am beginning to believe that they are hoping that I will just go away so that they don't have to honor the warranty that they agreed to.

  

  Business Response

  Date: 02/23/2024

  The order shipped out yesterday, ********************** is the USPS tracking number. 

  

  Business Response

  Date: 02/27/2024

  See attached tracking which is valid.

  Customer Answer

  Date: 02/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Anthony *******

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sole Fitness has delayed providing a technician to repair the treadmill I purchased on November 27th, 2023. I have called and emailed over two dozen times in the past nearly two months to have the treadmill repaired so it can be used for the first time. Multiple individuals at the business have promised to escalate this claim to have the treadmill repaired, and they stated again today, January 9th, 2024, that they still need to locate a technician. I either want a repair within the next five business days, or I request the company to pickup the treadmill and provide me a full refund.

  

  Business Response

  Date: 01/16/2024

  We have successfully found a technician to accept your work order. Fitness Motion will contact and schedule an appointment for the repair. Thank you for your patience.

  

  Business Response

  Date: 01/17/2024

  After speaking with the tech, your unit has been taken care of and the work order we sent to him will be paid out. If you have any further issues... Please call 1-800-258-8511.

  Customer Answer

  Date: 01/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The treadmill was repaired by a technician that I hired on Monday January 15th, after waiting for a response and repair from December 2nd, 2023. I forwarded the company (an authorized Sole treadmill) last week to Charity and never received a response. I received a text message on Wednesday from a technician that stated he could come out and repair the treadmill next Thursday, January 24th. Can you imagine waiting for nearly 8 weeks for a repair to take place?  I cannot. Terrible customer service.

  Sincerely,
  

  
  
  
  **** **********

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Spirit Treadmill XT 485 several years ago. I was told upon purchase that warranty for parts was 10 years. It was the deciding factor with why I purchased a Spirit treadmill because of their very strong and enticing "10 year parts warranty.".
  The treadmill has been down for about a month and when I call their technical team first they told me parts were discontinued and there was nothing they can do.
  After I voiced my displeasure and mentioned 10 year guaranteed parts warranty, she put me on a very lengthy wait and after coming back informed me she found compatible parts and they were in stock and I would have them delivered in a few days...
  A few weeks later I still did not have the promised parts and I had to cancel appointment with local technician who was supposed to install them on the treadmill.
  I called Spirit to find out what happened and I was informed they were on back order from Taiwan and they do not know when they will be available.
  It really seems like a breach of contract to me... How can they sell a product with 10 year parts warranty but when parts are needed say there is an indefinite wait?
  That sounds and actually is very disingenuous. They should either replace the treadmill or find the parts or come up with a solution. I am sure Spirit Fitness is aware people who buy their equipment to exercise probably do not want to stop exercising for long periods of time?
  It just seems inexcusable. And also poor communication for mot informing me parts were ACTUALLY NOT available instead of telling me they would be arriving in a few days.

  

  Business Response

  Date: 11/21/2023

  We apologize for the confusion, ************ is the FedEx tracking number for your parts being sent. Please call ************* if you need any more assistance.