Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  02/04/2025

  Please see the attached.

   

  Customer response

  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  02/23/2024

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

  

  Business response

  02/27/2024

  See attached tracking which is valid.

  Customer response

  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

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩