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:01/17/2024

  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.

  Purchased brand new L8 treadmill in February 2023. Within a short period of time, the treadmill began making knocking and grinding noises. Service tech came out and replaced the deck load washers. The treadmill continues to make a knocking noise.Shortly thereafter, the treadmill timer began freezing and stopping suddenly during workouts. This happened many times before servicing decided it needed a software update. The timer still freezes every couple minutes.Over the last 4 months, we had 2 more issues. One, the treadmill began increasing in speed without touching the buttons. The buttons would not respond. Two, twice the incline went up on its own without pushing buttons. The whole console froze and would not respond, nor would the machine turn off.A technician was sent out, replaced the remote console (even though I was told this was not necessary), and said everything was working properly. Landice is now trying to blame these issues on the treadmill not being connected to a dedicated circuit breaker. However, due to issues I had with a previous treadmill, I called Landice directly to ask them if this was necessary *prior to purchase*. I was assured that this was NOT necessary by salesman *****. Why was I told incorrect information and a treadmill sold and installed in my home that did not meet the correct electrical requirements? And now veiled threats are being made insinuating my warranty will be void.I have requested a refund several times, and have only been offered servicing. I have been unable to use this machine for almost half the time I have owned it, and now I am afraid to use it since I am unable to rewire my condo to accommodate. This is unacceptable. I was clearly lied to to make a sale, and now I am stuck with a machine I cannot use.I am highly disappointed and unsatisfied with this purchase, and the dishonest response/business practice from Landice, and would like this treadmill removed from my home and my money refunded.

  Business Response

  Date: 01/18/2024

  Landice has had several email and phone conversations with ************************. We dispatched a service technician to inspect the treadmill.. The technician found no issues with the treadmill, it functioned perfectly the entire time. Landice does state in its manuals that a dedicated outlet is required. We were not present when conversations occurred between ************************ and the store he purchased his treadmill from so we cannot comment on that. As of January 18, **** the technician states the treadmill is functioning without issue, all parts passed testing and there is nothing to repair or replace. 

  Customer Answer

  Date: 01/18/2024

  
  Complaint: 21157534
  
  I am rejecting this response because:

  I also have all communications saved.  The conversation that took place regarding electrical requirements was between me personally and ***** at Landice, not the local business.  A Landice representative told me directly that I was not in need of a dedicated breaker.  The machine has not "worked perfectly" since the first month I have owned it, but Landice continues to find excuses not to refund me.  They sold me a lemon and lied to me about what I needed to safely install in my home.

  I would like Landice to refund my money and remove this machine from my home.

  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/18/2024

  I'm sorry to hear ************************ is rejecting the response. As stated earlier a technician performed a full inspection of the treadmill and found it to operating without issue. The company that ************************ purchased the treadmill from will not issue a refund for a product that based on a technician's report is working.

• Initial Complaint

  Date:04/30/2023

  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 purchased a Landice Treadmill in **** with a lifetime warranty. I have the brochure from **** where it describes the lifetime warranty stamped by the authorized Landice seller from which I purchased the treadmill. I have the stamp of the seller on the brochure. The brochure has no limitations on the warranty. No footnotes. I registered the treadmill with Landice which they have confirmed. The motor on the treadmill has gone out. Now Landice is saying my warranty is not valid because the treadmill was manufactured before their lifetime warranty came into effect. If this was their policy it should have been noted in their brochure.

  Business Response

  Date: 05/11/2023

  This treadmill was sold to the distributor 14 months prior to Landice offering a lifetime parts warranty. The warranty was 5 years on parts at that time. 
  The distributor provided to our knowledge only marketing material related to lifetime warranty but the warranty card in the treadmill box clearly states 5 years parts. Landice is willing to compromise and offer a substantial discount on all parts. Based on Landice records this treadmill has performed without issue for almost 22 years. 

• Initial Complaint

  Date:03/10/2023

  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 purchased a Landice Treadmill L7 that came with a LifeTime Warranty on parts. When my machine stopped working, the identified service provider came to my house and advised that the machine could not be repaired, the part that was required was no longer available. The service tech advised me to sell the machine for "scrap metal" Emails were sent to Landice, one on the very day that I was advised that the machine could not be repaired, but I did not get a response from them. When I finally heard from them, two weeks later, it was too late to try to repair the machine because I had done as their service provider suggested, prepared to get rid of it because it was not reparable. The Landice service person that I spoke with declined to take responsibility and stated that it was between the service provider and me. To date, there is still no resolution.

  Business Response

  Date: 03/22/2023

  Landice had at the time of the service provider visit and has today the parts needed to repair this treadmill. At no time did Landice state parts were not available. **************** made the decision on her own to place the treadmill in the elements rendering it unrepairable. Landice has offered a settlement which **************** has refused.

  Customer Answer

  Date: 03/24/2023

  
  Complaint: 19580016
  
  I am rejecting this response because:The self-serving reply from Landice is false.  Landice offers a "lifetime warranty" on their products.  When my product failed, I contacted an authorized repair company identified on the Landice website.  Their repair company representative informed me that part required to repair my treadmill was no long available.  In fact, he told me the machine was only worth the metal that it was made of and suggested trying to sell it "scrap metal." I was very disappointed with this response because I love my Landice treadmill, it was my third machine over 25+ years.  I did ask the repair rep for a suggestion in the event that I would need to purchase a new machine but my hope was that Landice would make good on their lifetime warranty.  Because I trusted the repair rep to know whether or not the machines they are authorized to repair, could in fact be repaired,  I retained a private investigator who specializes in consumer disputes attempt to contact Landice. They ignored him as well.  He finally reached their VP of Sales, who promptly informed the investigator that she would refer this matter to their legal department.  Because I had trusted their authorized service rep and because I needed the machine out of the room that it was in,  two weeks after the visit with the service rep, I took the machine apart and set it on my deck where it has been exposed to all of the elements.  The ONLY reason I did this was because I was told the machine was only worth the metal it was made from and could NOT be repaired, and because Landice was not responding to attempts to contact them.   All reasonable attempts to resolve this failed.   Now Landice attempts to put me in a false light and claim I acted without contacting them first.  Nothing could be further from the truth. I offered to settle this informally if they replaced my unit with a like and similar model (or better) with the same warranty which I purchased. The rejected my offer.  If Landice will simply replace my unit, even with a reconditioned unit, which carries the same warranty which I purchased, then we can resolve this matter without the need for further action."
  
  
  Regards,
  
  *************************

  Business Response

  Date: 03/28/2023

  As **************** clearly states in her complaint she relied upon a service tech's recommendations and did not contact or attempt to contact Landice directly. We did receive an email from a PI but it viewed as spam or some type of scam given the tone and assertions made. As is widely known many companies receive emails that are attempts to deceive the company. PI's have no legal standing in ***************** to represent individuals, hold no law license and have no policing powers. Therefore a letter from an individual or organization claiming to represent a private party when that individual/organization has no basis to make such a claim makes the entire situation less believable.  At some point **************** could have picked up a phone and called Landice free of charge or emailed us directly. If **************** would like to speak with me directly I have provided her with my email address and phone number.