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:03/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 cold plunge from LIT Method for $5,998 on 12/2/24. Within hours of placing my order, I attempted to cancel via customer support, but they refused, claiming the item had already "moved"highly unlikely for a large product. Later that evening, a manager called me from a personal number and convinced me to keep the order, promising free filters and an additional gift, which they forgot until I reminded them. They assured me this was the best product on the market and that I would have no regrets.Upon receiving the unit, I hired a licensed electrician to install the required outlet and followed all setup instructions exactly. Despite this, the product was defective from the start:The hose broke shortly after installation.The chiller failed within a week, rendering the product useless.I immediately contacted LIT Method, requesting a full refund, but they refused. Instead, they offered to send a replacement chiller, which would not resolve the defective hose or restore confidence in the products reliability. The company then attempted to shift blame onto me, despite clear evidence that I had followed all necessary installation and usage guidelines.After getting nowhere with LIT Method, I filed a chargeback with KeyBank, but it was denied under the false premise that this was a "quality issue" rather than a "defective goods" issue.LIT Method refused to honor my refund request, misled me at the time of purchase, and failed to provide a working product. I am now stuck with a $6,000 defective cold plunge.

• Initial Complaint

  Date:01/15/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 the LIT Axis smart pilates pack set from LIT Method, online sight. I did not get what I ordered, as depicted in photograph and in writing on their web sight. 1) all pictures and videos and reviews show a hard-sided zip carrying case. (See photo of white hardsided case, which was supposed to be included and was not) I was sent a nylon-like soft flat zip bag. (See photo of black soft sided bag, which I got)2) there are 3 choices for LIT Axis, I chose the smart pilates pack, The web sight spells out in a "what's included" area, a written list for each pack, so you know what you're paying for and ordering. The list for what I ordered, pilates pack, says the carrying case (see #1) is included and Two Resistance Bands SEE PHOTOS from web sight.I Was Only Sent ONE resistance band. I sent several emails asking for them to send me the missing items. Their customer service response was that they sent me a different carrying bag, sorry. A second response from the company customer service mentioned nothing about the case being different than advertised. They admitted they made was a mistake in their list of included items in the pack I ordered, Two Resistance Bands, and they would correct the sight now, but I would NOT be sent the item (the 2nd band) that I ordered.I sent a last email asking that they do the right thing and honor their advertising, and send me what I ordered as depicted in photo and in writing on their web-sight at the time I ordered. I am not hopeful of a change in their position.

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 LIT workout for my daughter for Christmas lasty year which came with a one year membership for free. I advised them it was a gift and even had to go through steps to get it set up for my daughter to access it. On November 24th, 2024 I was charged by *** for membership renewal and cancelled it immediately. I then was informed by them that they won't credit the $90 back since it wasn't credited before the charge. The issue is I never purchased a membership for my daughter, it came free with the purchase of the equipment. This appears to be a blatant scam to collect membership $'s ongoing from people who only purchased equipment. I never received a reminder that I would be billed because if I had I could have cancelled it ahead of ******* their email response back to me they stated per their policy they don't provide refunds for cancelled subscriptions but 1) I never signed up for a subscription it was provided for free with the purchase and 2) they never received authorization from me to charge me for anything but my original purchase of the equipment for my daughter back in 2023.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This is a rowing machine that has a water tank and paddles used for resistance. The shell of the water tank is cracked by the bolt and leaks water. The company claims the machine was struck and cracked the frame which is not the case. I even provided a photo showing the plastic just outside the crack is pristine as there was no external force that struck the machine. Clearly, this is an overtightened bolt manufacturing defect that failed due to regular use. I have provided transcripts of support chat and email as well as my order and a screenshot of their website ***************************************************************** stating. "Built to last, we offer a lifetime warranty on our frame and five years on all other parts." It has been less than a year, and this is not the frame and falls under "all other parts"

• Initial Complaint

  Date:08/15/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  The product received was damaged; pictures are attached. LIT Method will not send a replacement item until it is picked up via ****** however, LIT refused to provide a Shipping Label. Continuing to state that ***** could solely use the confirmation number for pickup. ***** came to pick up the return four times and could not pick up the damaged produce without a Shipping Label. I called ***** corporate and went to two local ***** stores to see if they could print a shipping label using the confirmation number, but they could not. Stating that the person/ company paying for the return has the shipping label and needs to provide it. The return shipping cost is over $600. I have called LIT, sent numerous emails attached, and emailed their president with them continuing to provide the ***** confirmation number but no shipping label. I am now stuck with a completely broken item and simply want the replacement.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 LIT Machine in May 2024; upon arrival it was defective due to poor craftmanship. I reached out to the company, with photos and requested assistance with a replacement mainframe. Once the replacement mainframe was receive, it too was defective. I have requested a full refund with no response from the company. I have evidence of the defectiveness of the equipment sold.

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 the Lit Method rowing machine based on the claim listed in the company website that the machine will track premium metrics like ***** ********** loads, meters, distance.I received my machine and there was nothing included with the machine that would allow this. I followed up with the company and was told this machine is only able to track reps with the purchase of a sensor (information that is not listed anywhere on the specific page listing the details of the machine). The company refused to make this right by sending the sensor and adjusting the website to fix this advertising oversight.

• Initial Complaint

  Date:06/12/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 am just trying to get a $240 refund for a Lit Method (rowing machine company) online membership where cancellation is explicitly offered. Attached is some of the email correspondence:On Jun 9, 2024, 12:10PM, LIT Method <*******************************> wrote: We're so sorry to know that you wish to cancel your membership. May we please know why you wish to cancel the plan? Any feedback will be a great help for the app's improvement. Our mission is to make premium fitness accessible for everyone, and we care about getting you LIT! We would love to offer you 2 free months if you wish to keep your account.Please let us know how you wish to proceed or if there's anything else can do.******************, Customer Support Team On Sat, Jun 08, 2024, 10:02 PM, A *** wrote: Yes, understood. Please refund the $240 and email the confirmation. Thank you!On Sat, Jun 08, 2024, 09:36 PM, LIT Method wrote: Thank you for reaching out to us, my name is ****** from Customer Support and I am happy to assist you today. We sincerely apologize for the inconvenience this has caused you, upon looking into your order history, you purchased the Plus pack and the corresponding membership would be the $240 LSM plan. If we cancel this, you will lose all the Strength Machine Features of your account, would you be okay with this?I also see that your AXIS membership has been canceled and your $120 has been refunded and the funds will be credited in 3-5 business days. On Fri, Jun 07, 2024, 10:31 PM, A *** wrote:For the fourth time, please cancel the $240 membership and send a refund receipt. I have contacted PayPal through their website and ccd here regarding the 4 days of correspondence its taking to get this done.On Tue, Jun 04, 2024, 10:13 PM, ***************** wrote: Hi, I ordered then immediately cancelled an annual membership for $240 on 6/3/2024. I see the PayPal charge but the charge has not been refunded/reversed. Can you send the cancellation confirmation and refund? Thank

• Initial Complaint

  Date:04/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  am so extremely frustrated and angry with this company, the product, and the customer service. My Lit Axis never worked correctly would not do all the smart things they claimed it would do never recorded any stats in the app despite me doing ALL of the troubleshooting. I contacted customer service. They wanted me to take screen records and videos of before/during/after my workouts. I'm sorry, but no. I was not going to put all of that time and effort into figuring their defective product. I was already on the fence with the workouts/quality that I asked for a refund. They REFUSED. It had only been a couple of weeks since my 30 day window had passed, but get this, it would not have mattered because, silly me, I did not think to keep the *original shipping box*. You read that correctly you cannot return the product if you do not have the original cardboard shipping box it arrived in (this was explained to me by customer service). They did offer to replace the defective item which is literally the least they can do, but I have continued to request a refund because I want nothing more to do with this company. They are no longer acknowledging my requests. Next I decided I'd at least cancel the monthly membership ($15/month). Nope. Cant do that! Here's the kicker if you cancel the monthly membership you FORFIT THE LIFETIME WARRANTY. This company is financially holding their customers hostage. I'm disgusted. Skip this and get one of the many off Amazon for a fraction of the price and find free workout videos on ******** Order number is *****. DOP: 12/30/2023

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lit access device from **********************. I returned my device in the appropriate time frame, unopened, and unused. Per their return policy there is a restocking fee and return label fee for their strength machine. For the lit access their return policy only says there is a restocking fee for damaged merchandise. Since my device was returned undamaged and unopened I should have received the full refund amount. Instead, they deducted $30 from my original Amount that I paid stating that there was a restocking fee and a return label fee, even though it is listed nowhere in the return policy for the item that I purchased. They have declined to give me the full refund amount, even though I clearly showed them that their return policy only says that the fees apply to the strength machine and not the lit axis