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:11/09/2023

  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 ordered replacement parts for my elliptical on 08/21/2023. I installed the new parts on 09/02/2023, and after with approximately 1 month of actual use the right foot pedal (****** ******) has already started to crack. I am frustrated that these replacement parts are starting to break so quickly after minimal use. I tried contacting Spirit Fitness support about this matter on 11/02/2023. I received a call from an agent on 11/03/2023 and after sorting out the information on the order, I was told I would have someone reach out to me about the matter by Monday or Tuesday of the following week. I receive an email on 11/08/2023 saying there was a new comment on a ticket, that I was given no knowledge of or a way to access, that was waiting for a response from me. I responded to the email informing them of this, and I was responded with:
  
  "Good morning
  The parts are guaranteed for 30 days, the parts were shipped on Aud. 23, 2023.
  I do apologize."
  
  I am very disappointed with the handling of communication of the matter. This is not the first time I have had issues with communication for support issues with the business, and had replacement parts begin to fail quickly after receiving. I am disappointed with the very short warranty on replacement parts. I just would like a replacement for a clearly defected part.

  Customer Answer

  Date: 11/19/2023

  
  
  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. I greatly appreciate Spirit Fitness sending a replacement for the part.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/30/2023

  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 bought a seated stepper, a piece of health equipment made by Spirit Fitness, it broke down in less then 6 months of ownership. It took more than 6 months to get someone out to try and repair the unit the first time. So far 18 months later, 4 repair companies, 6 different technicians, dozens of repair parts; the unit has never been fixed, it is still broken and very unusable, its still under warranty. This is a commercial piece of equipment being used by an 86 yr old, 100lb lady, in her home. It Probably never worked properly, this statement can be explained further if need be. Spirit Fitness always gives me the run around, they put me on hold for hours, yes hours, the last call last 1 hr an 25min, results we'll call you back, yea right, they make promises to fix it this next time, zero success. Managers from different departments promise to call me back with answers and they do not. WELL Over a year the stepper was left in pieces on her living room floor, the last tech but the pieces together and the machine still doesn't work. It's just sitting there. Just about every internal part has been replaced two or three times. The machine offers no resistance to push against and the motion of the machine is not equal between the left and the right side, which is actually dangerous because of the lost resistance while pushing using the legs and back, a sudden dropping or slamming motion on the body parts that results. How many bites at the apple does Spirit Fitness get to try and make their product function correctly, safely, and as designed. How LONG do they get to make the needed repairs, or will they get to try and delay even more then have already; delay until the warranty runs out and when it does, then what, they don't have to do anything to make things right, anymore. I could go on and on about the mishandling and the no costumer service I have been put through, put through 18 months plus of this. model crs800s serial # ****************, please help

  

  Business Response

  Date: 10/30/2023

  This unit only has 3 cases on file with final tech notes that say "Replaced drive pulley assembly both drive cables, both drive pulleys, and both cable springs. Tested machine couldn't recreate original issues or find new issues currently. Other parts listed on this work order where installed by different service provider on a previous visit. C8-4-2023WS".  This unit is still under parts warranty, if you are having an issue please call 1**************

• Initial Complaint

  Date:07/21/2023

  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.

  Purchased an Xterra Fitness TR260 folding treadmill on January 14, 2023. After approximately 4 months of moderate use, the treadmill motor has been begun slowing down and making a clicking noise. Reached out to the customer service on July 9, 2023 describing the issue. After a couple messages back and forth, I was informed that the "consensus...is the motor control circuit board is compromised" and that the warranty for parts is only 90 days. I was then offered to purchase a replacement for $120 plus $12 in shipping, with no guarantee that this would properly repair the treadmill. I do not believe the motor control circuit board is the issue, as the motor still functions, albeit with a noticeable difficulty. This company will not stand by their warranty for motors, which is clearly listed as a one-year warranty.

  

  Business Response

  Date: 07/21/2023

  The motor is not receiving proper voltage from the controller. A motor is not needed in this instance. If Mr. ******* would like to purchase a controller... call 1800-258-8511 and the first available tech can take your order.

• Initial Complaint

  Date:06/20/2023

  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 purchased a XT685 Treadmill in September 2016. it has a liftetime warranty on Frame, Motor, Deck and a 10 year warranty on Parts. The controller board failed in May 2023 and I contacted Spirit about the failure and warranty and they were very helpful and processed a warranty shipment of replacement parts on May 24 2023 (736274-1 order confirmation number for the parts. Sending belt, deck, and controller, power cord, socket, switch, breaker, and connecting wires.) All of the service agents have been very helpful and courteous.
  
  My issue/concern is that (similar to other complaints I see) nobody can tell me when the parts will arrive and/or ship. Every time I contact Spirit I am told they are getting shipments each week and my parts may (or may not) be in those shipments. I find it difficult to believe that 1) they don't know what parts are coming in and approximately when 2) they did not tell me up front that it would be such a long delay.
  
  This is a rather expensive product that is used every day so going without it for month(s) is not great service. At the very least if they know that they will not be getting the parts for months (as has been indicated in a number of other BBB complaints), perhaps they should offer a good faith/fair market trade offer to take your old treadmill back (they can they fix it when the parts arrive and resell it) and let me buy a new one.
  
  Thanks.

  

  Business Response

  Date: 07/05/2023

  The parts order shows delivered on 6/26/23. FedEx tracking number ************.

   

   

  Customer Answer

  Date: 07/06/2023

  
  
  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:06/06/2023

  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.

  11/2020
  $1,200.00 USD
  The business committed to replacement parts of the eliptical machine I purchased from them.
  I have a small cable that connects to the eliptical machines fly wheel. I have been waiting 4 months and I can't currently use the machine. I have requested a complete replacement of the SOLE EC25 Eliptical machine.
  Spirit Fitness has not tried to resolve this issue. I have emailed them countless times.
  No tracking or order number. Serial number-5***************

  

  Business Response

  Date: 06/06/2023

  Hello,

  I have spoken with this customer & gave him my personal number going forward. We are shipping a new flywheel with steel cable to him. It should leave out tonmorrow.

   

  Thanks,

  *****

  Sole Service Supervisor

• Initial Complaint

  Date:06/05/2023

  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 XT185 tread*ill on 1/12/2019 fro* a certified third party seller for $1,270.94. Parts co*e with a 5 year warranty and the *otor co*es with a lifeti*e warranty. *y tread*ill stopped working in January. It was serviced on 2/7/23. It needs a new belt, circuit board, and *otor. The service technician advised that parts have been on back order for quite so*e ti*e, with no ti*efra*e for when they will be back in stock. I have been calling Spirit since February to honor their warranty and have asked for a replace*ent tread*ill in lieu of not being able to honor their warranty. Each ti*e I call, the custo*er service rep advises that parts are on backorder fro* Taiwan and there is no ti*efra*e for when they will be back in stock. Spirit has clai*ed that they warranty their parts, but they are unable to obtain the parts needed to repair *y tread*ill.

  

  Business Response

  Date: 06/09/2023

  Hello,

  I called the custo*er and infor*ed here of the esti*ated ti*e we are expecting the parts. The parts should be showing up in *e*phis TN on 06/19/23. Soon after we should receive and ship the* to the custo*er. The custo*er understood.

  I also infor*ed the dealer, A*erican Ho*e Fitness, of the situation.

   

  Thank you,

  Kurtis *.

  Spirit Supervisor

• Initial Complaint

  Date:05/23/2023

  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.

  On 1/23/23, I contacted Spirit Fitness support (800-258-8511)regarding a mechanical issue with my stationary exercise bike, that prevents me from changing resistance levels and the different program exercise modes(service ticket#***** * ****************). The issue is still covered by a "limited lifetime warrant" for parts. The warranty was a significant attraction to me when I decided to purchase the bike. During the initial call I was told the bike would need a "motor" and that part is on order. Since the initial call I have called on several separate occasions, the last call being on 4/26/23, at which time I spoke with a service rep., *****, who again stated the part was on order, and there was no date available for when the part would be received. At this point I feel the warranty guarantee has been breached, and that a replacement or refund, equal to the current value of the bike be made to me.
  
  Your assistance with issue is appreciated.

  

  Business Response

  Date: 05/24/2023

  Hello, We do apologize for the delay. The whole industry is dealing with back ordered parts. We are getting parts containers every week but that particular part has an ETA for some time in June. Once the part comes in, the warehouse will fill the back orders from earliest to present.

  Thanks,

  *****

  Sole Service Supervisor

• Initial Complaint

  Date:04/24/2023

  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 a Xterra treadmill TRX3500 (******************* on 1/27/23 from Spirit Fitness via Amazon online.
  The treadmill is warranted by a 2 yr limited manufacturers warranty. I contacted Spirit Fitness 3/3/23 to tell them the heart monitor on the machine is not working. They sent parts & a local repair person and their repair tech said it needed a new display board. Spirit sent the new display board part which is 3ft x 2ft and told me to install it myself. I told them I am a senior citizen who has neither the tools to disassemble & reassemble a machine that requires electrical hookup & told them to send a service tech to install the part to cure the defect pursuant to their 2 yr limited warranty but they refused even tho the warranty says only their tech may install parts & anyone other than their tech. relieves them of responsibility for damages. Thus, by following their advice, I violate and void their 2 year limited warranty by following their directions. I submit that by instructing me to take an action that breaches their warranty is in fact a breach of that warranty and I want them to issue a work order for their qualified tech to come out and install their part in order to find out if that fix resolves the problem of the malfunctioning warranty all of which is covered per their 2 yr warranty.

  

  Business Response

  Date: 04/24/2023

  The warranty for labor covers parts that are not easily installed or part of the intial installation process. For example lubing rails, tightening screws, installing consoles, lubing the belt or tracking the belt is not covered under the labor warranty. The console is a part that the customer has to install whenever they initially install the machine after purchase. The customer had a technician out previously that installed parts that were sent. The technician tested the product and stated that everything is working. The warranty does not cover sending a technician to install the console.

• Initial Complaint

  Date:03/24/2023

  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 purchased a stepper trainer exercise machine on 3/15/23. The machine was defective new out of the box. In addition it was delivered to my home in a soaked wet box after traveling over two hours in the rain for delivery in an open bed pick up truck.
  
  The unit may have been shipped defective or damaged during shipping. Spirit Fitness refuses to exchange the machine and says that it is their dealers issue. The dealer says that I need to take it up with Spirit Fitness.
  
  I have zero confidence that I received a properly working machine. Now I am stuck with a defective machine that I cannot use trying to get this resolved.

  

  Business Response

  Date: 03/24/2023

  Customer did not purchase the unit directly from Spirit Mfg.  The unit was puchased from and delivered by Arizona Extreme Fitness, Prescott Valley, AZ  ************ *******************************************************************).   Customer did call here and stated the unit was making a noise and we shipped a warranty part to him.

  

  Business Response

  Date: 03/28/2023

  I am so sorry, we did confuse him with another customer.   His unit was purchased from Arizona Extreme not Spirit but we have contacted them to take care of Mr. *****.

  Customer Answer

  Date: 03/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been waiting since 3/17/23 to have this resolved by Spirit Fitness's dealer

  with no results. It is now 3/28/2023. This is a dealer for Spirit Fitness equipment. What is a consumer supposed to do?

  The manufacturer Spirit Fitness will not address the problem even though they manufactured the product and selected Arizona Extreme Fitness (their dealer) to sell and represent their products.

  Their dealer is unresponsive.

  Also, I ordered a brand new in the box machine that was defective and built by Spirit Fitness and they expect me to just get it 

  repaired by a dealer that is unresponsive. I didn't order a defective machine. I paid $2500 for a new and working machine.

  With the way that I am being treated, how am I supposed to know if my machine will even be repaired properly?
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:02/21/2023

  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.

  My partner purchased a treadmill called Xterra T150 Treadmill for $400. Eight months into using this product, the belt slips to the right and rubs on the side. I attempted to adjust the tensioners as directed in the owners manual with no luck. This issue still continues.
  
  At a $400 cost we feel mislead in the product we bought. On the Xterra website it refers to the deck as a "walking/running surface" however on Amazon in the questions section it says it is only used for walking. We use this to maintain our physical and mental health. It will cost us additional because we must dispose of it.
  
  We are seeking a full refund of this product plus shipping costs.

  

  Business Response

  Date: 03/23/2023

  We have no record of a sale to ******* ***********, which means the warranty is not registered. To better serve the customer we need the serial number for the unit.