We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Exercise Machines

LifeSpan Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 41 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 LifeSpan Treadmill last year this time. We have hardly used it and the console buttons stopped working in October. I requested it fixed since it was still under warranty and he assured me the part would be delivered within a few weeks. The part finally came on Jan 11 and the repair person came today. The new part is more defective than the old part. My big complaint is the customer service at LifeSpan. They don't answer the phone number, even if you leave a message and they don't respond to emails. Francisco with their customer service initially responded to emails, but then he stopped communicating also. I am amazed this company is still in business with such a poor product and poor customer service. I really just want to be done with this treadmill and be issued a refund. Very disappointing product and service. Please let me know if I have any recourse. Thank you. ***** ******  ###-###-####

  • Initial Complaint

    Date:01/13/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 from this company in November 2022. At the time I ordered the treadmill I also purchased the white glove delivery service which promises to deliver the treadmill and assemble it in your room of choice. There were several delays with shipping due to the fact that they were unable to find anyone who was able to assemble the treadmill. I reached out and asked if the treadmill could be delivered as it had been more than a month of issues. I was contacted and told the treadmill would be delivered and I would be refunded the cost of the white glove delivery. The treadmill was delivered the next day without issue. It has been a month since then and I have still not been refunded for the white glove service. I have tried multiple times to reach someone in customer support but no one has returned my messages (this company uses email for customer service and doesn't provide a direct telephone number). I would at least like a status update on the refund and for someone to respond to the messages I have left.

  • Initial Complaint

    Date:01/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have a TR5500iM purchased in Feb 2022 (order #*****). Having several issues with the control panel of the device: the speed selection buttons (e.g. 2, 4, 6, 8) do not work (one years the beep but the speed doesn't change). One has to touch the up speed button to reach the necessary speed. Also, when one pressed pause, it pauses for a second before resuming the workout at 0.5 mph. So to pause, you have to stop the work out. In addition, the stop button often doesn't work, and to drop the treadmill the emergency bit has to be pulled out, or the treadmill has to be physically unplugged.

    I have left a file of this with the chat bot on your site over a week ago and have received no response.
    I have sent several emails to support and made numerous phone calls with no response.

  • Initial Complaint

    Date:09/29/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 3/20/20, we purchased from Amazon.com a treadmill from LifeSpan Fitness for $999.
    Two years later in May, 2022, the machine will abruptly stop operating with an "E1" error message that reads, "speed control sensor issue. contact LifeSpan support" with a toll-free number.

    I left messages at the toll-free number numerous times and never got an answer or return call. It was only after I filed a complaint with Park City Entertainment that I finally got a returned email from support.

    Though the error reports a speed sensor issue, LifeSpan claims they will only send a replacement belt, not sensor, but they do not have it in stock and want us to pre-pay for when it arrives with no approximate date given.

    Besides this issue, the machine will speed up at random without user prompt, which presents a hazard to any user at running speeds and it should be removed from market.
    I have a video showing what I could get of this issue and reported it to the CPSC.
    I reported it to Amazon and they have not replied.
    I reported it to LifeSpan Fitness and they have not replied.

    This product sold to the public presents a clear danger to any user at running speed.

    We request a full refund of purchase for a dangerous machine that often quits running while LifeSpan support refuses to remedy it or address our concern about its intermittent speed increases.

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 from LifeSpan Fitness. It is under 5 year warranty. I purchased it in April 2021. The machine won't turn on at all. I hired an electrician to check the wall plugs of my home. All is fine. I opened a case with LifeSpan Fitness #******** Created: **********/no power/MCB. The part they sent to me was at no charge and I got that a few weeks ago. I was charged and paid $174.24 for labor. They do not respond to my phone call messages and no email responses. I seem to be in some sort of "loop" getting a different person all the time but nobody is coming out to INSTALL THE PART. I am losing a month of warranty by their delay. Nobody is providing customer service for the install yet the company keeps sending me emails to buy something else all the time. I either want an installation lined up and done or refund me all costs for this defective machine so I can go and buy something from some other company.

LifeSpan Fitness is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.