Reviews

Review Details

• Review fromEllen S

  Date: 02/25/2025

  5 stars
  I bought an Xterra treadmill on Amazon and after putting it together I needed customer support. Shelly at Spirit Fitness was my support person and I couldn’t have asked for better customer service! She was very knowledgeable and very patient with me. I’m not mechanically or technically savvy so I needed extra help. She delivered over and above what I expected. I can’t say enough good things about her. I give her an A+++!!

• Review fromSusan L

  Date: 02/13/2025

  1 star
  I purchases an Exterra Treadmill from Costco.com. It did arrive very quickly. However, it had a broken Right End Cap. No issue, I called and talked to Jacob. I gave him the part number and repeatedly told him it was the right end cap. I also sent pictures showing the part number with the “R” for the right end cap. I quickly got the end cap, however it was the left. I emailed him and he told me he specifically told him the left, he remembered. I replied I told him the right and told him I even sent the pictures with the part umber that had the “R” on it. He emailed back saying sorry, it was his fault. When I initially talked to him, I told him in needed it installed, as I was in my sixties and not able to install the the part. He told me he would order the technician once he saw that the part was delivered. After the part was received, I waited 4 business days and emailed him to see if he scheduled the tech and he relied, “ There was not a technician attached to this order. However that part should just screw on”. Not sure if he really is confused by what he tells a customer or is he purposely refusing to send a tech. This is the worst customer service I have ever communicated with.

• Review fromBruce G

  Date: 01/31/2025

  1 star
  Will not reply to email or return voicemails for warranty repairs. Treadmill didn't even last 6 months. BEWARE

• Review fromJohn B

  Date: 01/22/2025

  5 stars
  I bought a recumbent stepper two years ago after heart bypass. Had trouble with seating on the machine. Called Spirit, gave them my registration number and the broken part. They put the repair in the mail next day and I received it a few days later. The stepper is working perfectly and doing it's job keeping me out of the doctor's office. I had a very good experience with Spirit Fitness. John ***** New Bedford Mass.

• Review fromMerander L

  Date: 01/06/2025

  1 star
  Yes, place is absolutely terrible. I ordered a replacement part for my treadmill. They pulled the wrong part. Then the guy on the phone proceeded to try to argue with me and tell me it’s the right part when I told him it’s clearly not the right part because I put my treadmill together and I know what part I needed he made me send a picture of the part I received and say oh yeah, they pulled the wrong part. Then he refunded me then he charged me again for a new part And now I’m still waiting for the part to come in which is gonna take an additional 15 days so altogether 30 days I have been waiting for a replacement part. He was not understanding. He should’ve waived the shipping fee and expedite it since it was their mess up. This place is absolutely horrible. Customer service is horrible. They are horrible people. I spelled out my address three times and he still got it wrong and when I say spelled it Out I use phonetics and he still got it wrong now I’m just waiting to see if it’s even gonna come to the right address since he had the wrong address. I told him he had the wrong address but he claims he can’t update it on the invoice so at this point, I just don’t even know anymore.

• Review fromKeeble/ C

  Date: 11/08/2024

  1 star
  We purchased a Spirit CT 800 treadmill in 2020. Due to Covid, we were building our own Fitness center within our home. By November 2022, the treadmill no longer work. Luckily, we purchased our warranties so the company we purchased from had their technician come out to repair. However, due to Covid, we were still waiting on the part since May 2023. The part was finally delivered to the company and the technician came out. Unfortunately, the wrong part from the manufacturer was sent even when our technician told them what was wrong and what was needed. We are waiting on the correct part. The correct part is now here. The technician comes out again. This time, the part does not work. The technician call Spirit again. Another part is sent out. Now we are waiting again. Before our technician returned to our home, I called Spirit and talked to this nice lady. I informed her that our treadmill has not work for over a year and that we want to replace it. She informed me that Spirit is big on Customer Service, however, the technician has to call them to let them know that its not fixable. October 2024, the technician comes out again. Not only does the part not work, now its a whole new problem. At that time, we called it quits. We asked our technician to contact Spirit and let them know that we no longer want to fix it. He contact Spirit the same day. The company of purchased received an email a week later stating that it was forwarded to Management. They has had no further contact with Spirit. I emailed Ms. Lindsey to inquire of the status. No response. I sent another email. No response. Today, I called and got a Rep named Adam. I was on hold for 20 minutes. I hung up and called back. I was on hold for another 20 minutes. I asked him to direct me to Ms. Lindsey. He did not. I asked for the Management email, he said that he was told not to give it to me. He then hung up on me. I think that its time to go to court.

• Review fromDevan D

  Date: 06/28/2024

  1 star
  I am a gym owner and have a stairclimb that went out within a few months of use. I have sent videos, pictures, a new serial number had to be given to my piece as it did not exist in their system. Parts were finally sent to me last year but they were step replacements instead of parts to fix the machine. A tech arrived months later informing me there was nothing he could do. I have been informed by email when cust service does respond that the parts are unable to be sent. I have had to get my equipment company involved to try and help resolve the situation. Emails are not responded to. The stairclimb just sits there under a warranty that does nothing. Bad situation as the stairclimb did operate well but we cannot service it. And no one is reaching out to help.

• Review fromMaryEllen S

  Date: 05/15/2024

  1 star
  I purchased an XT 285 spirit treadmill in 2019. In 2021 the motors went and in 2024 the motor and motherboard went. Impossible to get parts replaced. They come from Tawaiin. Poor customer service and poor quality equipment.

• Review fromJulie P

  Date: 04/11/2024

  1 star
  Their policies are ridiculous. Customer service not great. They withhold information. A refund for a part goes to PayPal. Didn't find this out until my 6th call. Had them put the refund back onto the credit card. Keep or make copies of all your documentation via phone or email. Save all online correspondence. Thank you for listening!

• Review fromMichael D.

  Date: 03/08/2024

  1 star
  I work in physical therapy at a hospital, and we have the Spirit XBR95 bike that we use for therapy patients. The bike itself is fine, but the issue is getting parts. We waited a year just to replace the stickers on the handles that change the resistance. Then we are still waiting 1.5-2 years to replace the hydrolic piston that reclines the seat, which is a much more important part because our seat has been stuck at 90 degrees, making it uncomfortable for some of our patients who need to recline more. On top of that, the customer service has been below par on my three interactions with the Spirit agents, and one agent was just rude. After the part broke 1.5-2 years ago, the original agent said the part was on back order, and they’ll email us when the part comes. I called again last year because still no email, and they tell me it’s still on back order and will email us. I call on 3/7/24 because still no email, and they say the part is still on back order. It wasn’t until I told the agent how long I have been waiting that they investigated a little harder and discovered that there are six or seven parts available. The agent then started to inquire about shipping information, so I tried to tell them our information is already on file so we could make this quicker and also purchase through the hospital, but before I could finish, they said with attitude, “That’s not how this works”. So just to get through this without an argument, my boss paid on her own credit card instead of through our hospital. This agent was also just rude through the whole call, even when it came down to identifying the part via serial/part number because of miscommunication. I don’t recall the agent’s name, but it’s wild to me that they are in customer service. This person made me angry enough to come here and file a complaint. Otherwise, I would’ve let this go if they were nice. We don’t plan to use their business for new products in the future.