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:01/12/2023

  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 an XBR55 recumbent bike that includes an heart rate chest strap monitor from State of the Art Fitness in Nanuet, NY on October 30, 2022.
  The heart rate chest strap monitor does not work. Upon my complaints Spirit has provided me two (2) replacement chest strap monitors (so I have 3 chest straps the original and 2 replacements), an new heart rate monitor receiver for the console and two (2) replacement consoles all of which did not fix the problem.
  Overall, the bike is a good exercise bike, but Spirit knows that its heart rate chest strap monitor does not work as designed as per my call with Shelley at Spirit customer service on January 11, 2023. After three (3) technician visits to fix the chest strap problem, I decided to do my own testing (I did not take the bike apart or open up any of its parts.).
  I am a 70 year old, 6' 3" male, so when I sit on the bike I set the seat at position 13 on the bike rail (The rail goes from position 1 to 14). At position 13, my chest is approximately 34" from the console. According to Spirit documentation the chest strap should work up to 36" away from the console's receiver. I asked my son, who is shorter than me, to try the heart rate chest strap on my bike starting at position 9 and all three (3) of the chest straps worked, he then moved the seat back one step at a time and the straps worked until he reached position 12. Only one (1) strap worked at position 12 and none of them worked at position 13 or 14. So the heart rate monitor chest straps provided by Spirit DO NOT work on its bike at all seat positions.
  I then researched what type of chest strap Spirit uses with its bike and it is a 5kHz non coded transmission chest strap. I found that the Polar T34 heart rate chest strap meets these specifications and bought one for $40. The Polar strap works with the Spirit XBR55 bike at position 13 and as far back as the seat can be set.
  On my January 11th call with Spirit customer service representative Shelley I requested a refund for the non working Spirit heart rate monitor chest strap in the amount of $40. Shelley and her manager both refused my request and both acknowledged that the Spirit chest strap did not work as designed at seat position 13 and 14.
  I would like a $40 refund for the nonworking Spirit chest strap and my out of pocket expense to replace it with a working Polar 34 chest strap.

  

  Business Response

  Date: 04/05/2023

  We have talked to Mr. ****** and he stated all that he wanted was to be reimbursed $40 for the heart rate strap he purchased.    I have mailed him a $50.00 gift card.

• Initial Complaint

  Date:12/12/2022

  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.

  In May my dad bought me an Xterra elliptical FS3.5 off Amazon (serial # ****************). I have field work in the summer and did not use it much at first. Then in Sept I began using it 3-4times/week for 10-20mins each session. I was building my endurance and feeling the benefit of having this in my home. Then it broke. The right wheel slips off the track every minute or so making it impossible to get a workout done and could lead to an injury. Looking at online product reviews this appears to be a common problem with this piece of equipment. So, one would think that the manufacturer would be aware of this problem and gladly take care of the customer (especially if the product is still under warranty). I contacted the troubleshooting website (Spirit Fitness) and they said that it must be a bushing. I told them that the bushings appear fine and that I am pretty sure that the whole right leg unit (which comes pre-assembled) is the problem, but was willing to try these other possibilities first. After a month of communication with the support team technicians and trying some part replacements and adjustments it was concluded that it might, in fact, need a replacement right leg assembly. One of Spirit Fitness’s support technicians sent me a confirmation email that the right leg unit had been ordered for me and that I should receive it in about a week. What came was another set of bushings. I again contacted the support team and let them know that the wrong part had arrived. This is when I was told that the section manager had removed that part from the order and chose to instead send more bushings. I got the chance to speak with one of the managers. They flat out refuse to send the part that I need (even though their own support technician team agrees that is the next step, since all other solutions have failed) and then hung up on me. This is a known issue, still under warranty, and at this point I have no option but to report them for not honoring their warranty.

  

  Business Response

  Date: 12/12/2022

  Hello,

  I just left a voicemail for the customer with my contact info. I did ask her to call me back to confirm the part/side & her address. I will be placing the order for the entire arm as soon as she gives me the info. Once I placed the order, it should be there in a few days.

  *****

  Spirit Service Supervisor

  

  Business Response

  Date: 12/20/2022

  Hello,

  The part that was sent is the pedal arm. The pedal arm & connecting go together on the machine but are always separate. When either of these parts are ordered, they are considered a full part. I do hope the pedal arm resolves the issue. A connecting arm is usually not the issue unless there is warpage & a picture could prove that if it was the case. If the customer needs me, she has my contact info.

  Thanks,

  *****

  Spirit Service Supervisor

  Customer Answer

  Date: 12/20/2022

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

  After all the trouble I've had to go through with this company it was dissapointing to see that what was sent was only half of what I had thought was coming.

  Also, I have sent many videos, pictures, emails, ect.  And after the way that I was treated by the section manager I do not want any over the phone correspondence.

  It is very unfortunate that I had to take it this far to be treated with the slightest respect.

  I do hope this part will fix the issue.  It seems that it will.  However, I am sick and it might take me a bit to get around to it.

  I will email and let you know if it worked.
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:09/09/2022

  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 8 new pieces of cardio equipment, 4 of the 8 are faulty. 1 (stair climber) dead on arrival, called the company, sent pictures and videos the company was supposed to send out a technician within 3 days of August 1st (now Sept 8th and the company still hasn't sent one after multiple phone calls). 2 ellipticals come off of the track while in use resulting in rough metal edges and potential injury to members. 1 recumbent bike with faulty electronics (buttons on handles do not work along with the resistance levels on the bike). Finally requested a refund after waiting a month on a technician and company states "will turn in information to the supervisor"

  

  Business Response

  Date: 10/03/2022

  Hello,

   

  We have a service co0mpany called *** ***** ****** assigned to the customer's case. They are scheduled to work on 4 units at that facility. The appointment is scheduled for Friday 10/07/22 at 10 am. They will contact us if they run into any other issues.

   

  Thanks,

  *****

  Spirit Service Supervisor