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:12/02/2024

  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.

  I called a local fitness repair company to come out and look at our treadmill at the end of June 2024. He determined that we needed a part from LifeSpan that was covered under our warranty and contacted them. A warranty order number was emailed to me on July 1 stating that they received the claim and were working on getting the part sent me but they were out of stock at this time. The next communication from LifeSpan came via email on July 16, stating that the part was still out of stock. The next mail did not come until August 30 stating that the part was still back ordered. I called the company on Monday, Oct. 14 @ 11:00 am when it had been over a month since hearing from LifeSpan. The company rep assured me that they would know more by the end of the month. I had to call the company again for a status update on Wednesday, Oct. 30 @ 10:40 am. This time the company representative told me that a part from the latest shipment had been assigned to my order and I would have an email with a tracking number by the 3rd week in November. I called the company again on Wednesday, Nov. 13 2 10:36 am to see the status of my part. The company rep told me that their system was down but I would receive an email but the end of the day. I did not receive any email from LifeSpan that day so I called again on Thursday, Nov. 14 at 10:45 am. I had to call back after the call was lost. The second representative told me that the part that had been guaranteed to fulfill my order did not arrive. I would now have to wait for the next shipment in January of 2025. At this time, I express my concerns that LifeSpan was not filling their obligations on the warranty work and that I would like my claim to be moved up to the management level as this is going on 6 months of waiting for a part. I stressed to the representative that I was VERY upset with the company and tired of being repeated lied to. I have received emails on Nov. 15 & Nov. 28 with the same back order status.

  Business Response

  Date: 12/06/2024

  Good day,

      We already emailed the customer offering solutions and we're just waiting for the customer's response.
  
  Thank you.
  
  Our team is available Monday through Friday, from 8:00 AM to 5:00 PM MST.
  

  Customer Answer

  Date: 12/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: There was no guarantee that I would receive a part from the next shipment. The compensation was fine with covering the cost of repairs but I want this claim to stay open until the work is completed and my treadmill is up and working. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/16/2024

  Hi *****,

    We don't close BBB tickets on our end, only the person who opened the complaint ticket can close the case.
  
  The motor control board compatible with your treadmill will be available January 2025 and this has been confirmed by our shipping and warehouse team. We also sent you a separate email for this.
  
  We will continue to monitor the availability of the MCB and will also let you know.
  
  Thank you for your patience and understanding.
  
  If you have any other questions or concerns, please feel free to reach back so that we can do our best to assist you.
  
  Our team is available Monday through Friday, from 8:00 AM to 5:00 PM MST.

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want this case to stay open until the treadmill is back working. I know that LifeSpan cannot close out the BBB complaint but I want to keep them in the conversation. 
  

  Until I see LifeSpan follow through with their promises, which they haven’t done for 6 months, I will continue to reject these responses.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/23/2024

  Good day,
  
       Our warehouse and shipping team has confirmed that the shipment of our treadmill replacement parts is due to arrive in our warehouse last week of January 2025.
  
       The Motor Control Board has already been back ordered. Rest assured that we'll have this order shipped out as soon as we receive the shipment of parts in January next year.
  
  Thank you for you patience and understanding.

   

  
  

  Customer Answer

  Date: 12/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:  All of this communication is fine but it is still just words and empty promises until my treadmill is repaired and back working again.  This is not any different from what I have been hearing since July 1, 2014.
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 01/28/2025

  This complaint was closed out by the BBB before LifeSpan Fitness took action to fix this issue.  LifeSpan Fitness stated that the part needed to make the repair was on backorder but it would be in stock and sent at the end of January.  Last night I received another bulk email that stated the following.

  
  

  __________________________________________________________________________________________________________________________________________________________________

  **********************************************************************************************************************************************************************	12:05 AM (11 hours ago)
  tome

  Dear Customer,

  Thank you for your order #****** with ********************. Unfortunately, when we attempted to fill your order, we were out of stock on your item and have ordered more from our vendor. This email is to let you know that we haven't forgotten you, but our vendor has back ordered the item and we are still waiting for the part to come in from them. If you still need this order, no response is needed. We have not been provided with an estimated delivery date, and in some cases the product may already be on a delivery truck on its way to us. Thank you for your patience as we wait for the part to arrive in our warehouse. You will receive a subsequent email with a tracking number when it ships out of our warehouse.

  _________________________________________________________________________________________________________________________________________________________________

  This is the same answer that I have gotten since July 1, 2024.  At this point I don't believe that they will send the missing part until the warranty time runs out.  It is time for the company to send a check for the replacement cost of a new treadmill because they are not able to make the promised repairs to my existing one.  I would like this to happen ASAP because I have been patiently working with the company for 7 months to fix this issue and they have not fulfilled their promises.  They are waiting for me to "give up and leave them alone".

   

  I look forward to hearing from you.

  Sincerely,

  ***** ********

  Business Response

  Date: 02/03/2025

  Good day,
  
         The replacement ******************* has already been delivered to the customer's address last Wednesday, January 29 and we've also arranged a one-time courtesy service request for a service technician to install the replacement *******************.
  
  We also provided complimentary items for the customer.
  
  A separate email was also sent to the customer about this.
  
  Thank you.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22626616
  
  I am rejecting this response because: the repair has not been completed yet and I have not received the promised items.

  I did receive the required part and communication from LifeSpan has been much better.  I do not want this complaint closed out until my treadmill is back working again.  When this was closed out before, LifeSpan tried to get out of the promises it made.  Please leave this open until the repair is completed.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/11/2025

  Good day,
  
      The replacement part needed to fix the issue has already been delivered to the customer and the customer confirmed that the installation request is scheduled today, Feb. 11, 2025. 
  
      The complimentary item is scheduled to be delivered on Thursday, Feb. 13, 2025 and a separate email was also sent to the customer regarding this matter.
  
  Thank you.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22626616
  
  I am rejecting this response because: the part was installed by the qualified technician but the treadmill quit working during the first workout and will not function even after a reset. (Photos of the errors messages have been sent to the company.)
  

  I am now demanding LifeSpan to send a check for the replacement cost of the treadmill so it can be replaced with one from a competent company. This 8 month ordeal needs to end because it is affecting my mental and physical health. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/20/2025

  Good day,
  
      We're coordinating with the customer in resolving this issue. The replacement parts needed to fix the issue were already delivered to the customer. As of the moment, we're now in the process of scheduling a technician to install these replacement parts which will be covered by us.
  
  We've been in constant communication with the customer regarding this issue.
  
  Rest assured that we are doing our very best to get this resolved as soon as possible.
  
  Thank you.
  
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22626616
  
  I am rejecting this response because: the issue has not been resolved yet and the treadmill is STILL not functional.  Lifespan sent a second round of parts as the first round part did not work due to an unknown defect and I told that company that I was contacting my attorney.  The new parts have been received but the repair has not yet been scheduled and have no confidence that this repair will fix this lemon of a treadmill. 

  Please keep this claim open until the treadmill has been working and/or replaced.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/03/2025

  Good day,

       We've reached out to the service provider and they confirmed that the installation of the replacement parts is scheduled within this week.

  We'll continue to monitor the progress of the service request and will update the customer.

  Thank you.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22626616
  
  I am rejecting this response because:  The claim is not finished.  Repairs have been scheduled but there is no proof yet that this will fix the problem.  My treadmill is still not working and it is too early to close this claim.  The last part that came in was faulty and I have little confidence that these will be any better.  I have been trying to work with LifeSpan since July 1, 2024 and today is March 4, 2025.  The company has been stalling to make this warranty repair and did not comply with the warranty until the BBB was contacted and became involved.  As it was the BBB of Utah closed the case once and it needed to be re-opened due to LifeSpans unfair business practices.

  Please keep this case open until the repair is completed and I confirm that the treadmill is working properly.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/10/2025

  Good day,
  
          We already tried sending replacement parts twice but the issue persists.
  
         As of the moment,  we have escalated the matter to our product engineers and are awaiting their update.
  
        Please know that we are fully committed to resolving the customer's concern as quickly as possible and are doing everything we can to assist the customer. 
  
  Thank you.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22626616
  
  I am rejecting this response because: LifeSpan continues to offer solutions that that neither fix the problem or treat the customer with the respect they deserve. Their treadmills are sub-standard and I do not trust them. A check for the replacement cost is the only solution so I can replace the treadmill with one from a reputable company. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/17/2025

  Good day,
  
  We sincerely apologize for the situation.
  
  As much as we wanted to we cannot grant any refunds for this purchase since the transaction was made with a third party retailer under the name of ****** Cycle and Fitness, and since it is a transaction that happened between the third party retailer and the customer the only business that has access to the transaction that could make any adjustments or refund would be ****** Cycle and Fitness.
  
  We had also tried offering the customer our TX6 under desk treadmill unit as an alternative replacement since we no longer carry the original model that the customer had but the customer declined the replacement offer.
  
  Thank you for your understanding.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22626616
  
  I am rejecting this response because: LifeSpan keeps changing the rules instead of paying the customer restitution for a lemon of a product that cannot be fixed after several rounds of repairs according to their engineers. They claim that the product was bought "third party" when it was purchased by a licensed dealer.  The "treadmill" that they are offering as a replacement is nothing more than a walking pad, which is not even close to the model that I have and would come with 30 day warranty, not the 5 year one that I have for my current machine. 

  For almost 9 months, LifeSpan has been "kicking the can down the road" to avoid fulfilling their warranty obligations and changes the rules as the process has moved along.  It is my belief that they never intended to make this issue right.  This is a pattern of behavior that can be seen on the BBB website about their company.  This fight has worn me out mentally and physically and left me without a working treadmill to release my stress.  It is unfortunate that LifeSpan does not want to make this situation right and NO ONE SHOULD PURCHASE THEIR PRODUCTS.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/22/2024

  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.

  I purchased a Lifespan Omni Desk treadmill in June 2023 for the amount of $2859.13. In April of 2024 I contacted customer service about an issue I was having with the buttons on the console not working all of the time. I sent them a video and they concluded it must be the console and said they were going to send a replacement. It took several months to arrive. The console did not fix the issue and in fact does not even work with the desk - only with the treadmill. I contacted the company again and they informed me it is likely the desk MCB but they would need a technician to check it. At this point (October 2024) it is still under warranty for parts but not labor (ran out in June 2023) but they wont send the part without a technician inspecting it. The technicians they suggested quoted $250 - $800 to INSPECT it. Then another $250 - $800 to come back and INSTALL it. A new desk is much less than that. I originally contacted them about the issue BEFORE my full warranty ran out and I would like them to honor it and send me the part to fix, send me a replacement, or refund a prorated portion of the desk portion of the amount.(Treadmill and desk were $2849.00, treadmill is currently on website for $1999.00 so desk was $850 - minus 10% coupon and prorated amount for the time it actually worked - I feel $500 would be a fair amount to refund if they cannot repair or replace)

  Business Response

  Date: 10/28/2024

  Good Afternoon,

       We've already ordered a replacement standing desk for the customer and emailed her the tracking details. We'll monitor the package and will make sure to let her know.

  Thank you. 
  
  Our team is available Monday through Friday, from 8:00 AM to 5:00 PM MST.

• Initial Complaint

  Date:09/03/2024

  Type:Delivery 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.

  02/19/2024, I ordered a TR1200-GlowUp Under Desk Treadmill from LifeSpan fitness for $1,540.46 04/04/2024, I requested an update on the order 04/05/2024, LifeSpan responded that the estimated ship date was 3rd week of May 05/17/2024, LifeSpan emailed that there was a delay, no ETA provided 06/29/2024, I emailed LifeSpan to request cancellation of the order 07/04/2024, After several emails with LIfeSpan, I confirmed that I wanted the order cancelled 07/04/2024, LifeSpan confirmed order cancellation 07/29/2024, I emailed asking when refund would be issued 07/30/2024, LifeSpan claimed "some updates and changes" were causing a delay 08/27/2024, LifeSpan could still not provide an ETA for refund I checked BBB and see that LifeSpan has a stall tactic of claiming some "updates and changes" to delay repayment, so I am filing a complaint.

  Business Response

  Date: 09/09/2024

  Good Morning,

       We've already contacted Mr. Carpenter and we're trying to resolve this matter with him.

  Thank you.

   

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22233056
  
  I am rejecting this response because: The business did not refund my cancelled order. They claimed there was an issue with Paypal that was not allowing them to refund the order and instead they offered me a product instead of refunding my payment. Based on other BBB cases, this behavior appears to be a stall tactic pattern in-use at this company.
  
  Sincerely,
  
  Christian Carpenter

  Business Response

  Date: 09/13/2024

  Good Afternoon,

      We've already contacted the customer directly and he agreed that we'll issue him a check refund next month.

  Thank you.

  Our team is available Monday through Friday, from 8:00 AM to 5:00 PM MST.
  

• Initial Complaint

  Date:08/13/2024

  Type:Delivery 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.

  On 4/1/24 I placed order SO64871 and paid for it. As of 4/22/24 I had not received the goods ordered. At that time I was told that it may be 3-4 months longer before I would receive the goods after being told they were ready to ship upon order originally. I asked for the order to be cancelled and the representative cancelled the order and said I would receive a refund. After numerous follow up over the past 4 months I have yet to receive a refund.

  Business Response

  Date: 08/19/2024

  Good Afternoon,
  
              We are currently working with our Finance Team to expedite the refund request. We'll get back to you once get more information.
  
  Thank you.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22138875
  
  I am rejecting this response because: This is the same response I have received for multiple months. No action has been taken to resolve this matter. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2024

  Good Morning *****,
  
         Would it be possible for you to provide an email where we can send you some information so you can confirm if we can do an *** transfer in order to send you a refund?
  
  We actually have the *** information for Fitness Machine Technicians that we used a few weeks back to pay for the jobs that you guys did but we are not sure if we can send the refund for the *** there.
  
  Once you provide an email address we will send you a screenshot of the *** information that we have so you can confirm if we can send the refund on that Fitness Machine Technicians account.
  
  Thank you.

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22138875
  
  I am rejecting this response because: Payment has not yet been refunded. Yes, you may refund it to our bank account on file. You have all relevant contact information on file - it will not be posted publicly here. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/28/2024

  Good Afternoon,
  
           We've emailed Fitness Machine Technicians to check if we can process and send the refund via ACH using the same information that we used before to pay off all the work orders from them.

  We're just waiting for their confirmation.

   Thank you.
  

  Our team is available Monday through Friday, from 8:00 AM to 5:00 PM MST.

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 TR1200-Glow Up Under Desk Treadmill on February 2, 2024. When the treadmill still hadn't shipped on June 24, 2024, I canceled the order. On June 26th, the company told me they would issue a full refund that would processed and credited to my account in 7-10 business days. I contacted them again on July 11, 2024 since the refund had still not been processed. I would like for them to process my refund and credit my account as soon as possible.

  Business Response

  Date: 07/18/2024

  Good Afternoon,

              We are currently working with our Finance Team to expedite the refund request. We'll get back to you once get more information.
  
  Thank you.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21981514
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  Could Lifespan Fitness give me a firm date on when the credit will be applied to my credit card?  They told me that they would be issuing a full refund within 7-10 business days on June 24, almost a month ago.  And since then, the only response I've got is they are checking with their Finance team without any firm commitments or action.  I'm tired of repeatedly asking about the refund and receiving only vague responses.  If they can't provide the refund by the end of the month, are they ***** to pay me interest until the refund is processed?

  Business Response

  Date: 07/29/2024

  Good day,

          We sincerely apologize for the inconvenience caused by the delay in processing your refund. Your satisfaction is important to us. I will personally follow up on your refund request to expedite the process.
  
  We'll ensure that this matter receives immediate attention from our accounting team, and we'll keep you updated on the progress until your refund is processed successfully.

  Thank you for your patience and understanding.

     

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21981514
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  I requested they give me a date that the refund will be processed and they failed to do that.  It doesn't take a month to process a refund.  They just keep giving me false assurances so I will stop asking for the refund that I"m rightfully entitled to.  Either their intention is to intentionally steal from me or their business is in financial difficulty and can't pay.  They also failed to provide a contact name because they the employees at the company don't want to be held responsible for defrauding customers.  Can't reiterate enough how horrible the customer service has been from this company.

  Business Response

  Date: 08/05/2024

  Hi *****,

        I just got confirmation from our finance team that the refund has already been completed. Please confirm once the refund amount is received.
  
  Again, thank you for your patience and understanding.
  
  

  Customer Answer

  Date: 08/06/2024

   
  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,
  
  *****************************

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 treadmill on 10/27/2022 from this company. From the date of delivery I have had problems that required them to send parts as soon as 11/7/2022 to repair the machine. As of 6/2023 the machine was not functioning and they had sent 2 different repair men that each replaced or suggested the replacement of different items. After the second repair man came he determined that the treadmill would need to be replaced. The treadmill has been none functioning or intermittent functioning since 11/2022. On 10/5/2023 they agreed to send a new treadmill to replace the old one and it has never been sent. I have had to call or email the company every week since October to be told first that they were waiting for a shipment and second that they were preparing for shipment. The final call was 10/8/2023 when the manager told me she would call me personally in 24 hours to let me know status if shipment and provide a tracking # I have heard nothing. This treadmill has never worked properly since I purchased it and we are over a year later with no resolution. There has been times that it abruptly stops and I have fallen off it. I could have filed a complaint for damages from that but have not. I am not sure what else to do but try this route.

  Business Response

  Date: 12/14/2023

  The customer reached out to us on July 14, 2023. The treadmill has stopped working and will not turn at all. We asked for additional information, but the customer did not respond. On July 29, we received a response from the customer stating that the issue had not been resolved yet. We sent replacement parts, but the replacement parts sent did not resolve the issue as well. On August 11, we sent a replacement motor control board; on September 9, we sent a replacement belt, but the issue was not resolved. On October 14, we created an order for the replacement treadmill, but the unit was out of stock. The shipment from Taiwan arrived the first week of December, but we were unable to ship it to the customer due to the acquisition of the pallet that will be used in the shipment. We reached out to the customer and explained the situation, but she opted for a refund. The refund request for this customer has been sent to our accounting team. The customer should receive the refund once our accounting team processes the refund request. She should receive the refund anytime soon.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: ********
  
  I am rejecting this response because: I have not yet received confirmation of payment or any communication from the company, similar to when I was supposed to receive a replacement. I prefer not to close this case until payment or a replacement is received.
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 12/28/2023

  A refund has been processed for the customer today. We also sent her an email saying that, as per the update received from our accounting team, it will take 5–10 business days for refunds to settle on their bank account. 

  Customer Answer

  Date: 12/28/2023

   
  Complaint: ********
  
  I am rejecting this response because: I replied to the email letting Jean know that the card they are attempting to refund is no longer active. I called the credit card company today and they said they have not received any request for a credit but if they did due to the account being closed they would have to reject it as it is not a valid account. I asked for a check to be sent, or I can give them a new card to use or send the treadmill, many different options. 
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:11/25/2023

  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 treadmill from this company around May 2023 - they sent me the incorrect treadmill. I contacted them and they arranged pickup for the incorrect treadmill and promised delivery of the correct one. Delivery for the correct one was under different circumstances than the first - the first one was taken to my door (this is a huge treadmill), the 2nd delivery wanted me to walk down the street to pick up the treadmill which I refused as it is a safety concern. I contacted the company again and they agreed to a refund, with the THREAT of a possible restocking fee. The restocking fee was never defined and CONSIDERING this is their own fault it felt absurd but I was willing to pay just be done with it. Unfortunately, they have continued to charge me monthly amounting to over $1k in charges over 7 months. Bad business practice, no accountability. Ridiculous to charge a customer for a mistake they themselves have made and I will sing to the skies for the rest of my life telling people not to use this service.

  Business Response

  Date: 12/03/2023

  
  Customer name: ***** ********** 
  
  The customer reached out to us on 06/07/2023 stating that she ordered the TR5000-GlowUp Under Desk Treadmill - Omni-Hub but received a folding treadmill. The order was placed on  5/21/2023, FedEx got the order mixed up and delivered the wrong unit to the customer. We coordinated with FedEx and arrangement to pick up the order back made. We informed the customer about on 06/14/2023. The customer went out of town and got back to us on 07/28/2023. We informed her that we had placed an order for the replacement unit, and she agreed. The customer changed her mind, decided to cancel the replacement order, and asked for a refund. She reached out back to us on 08/10/2023 regarding the refund request. We made arrangements to get the treadmill back on November 8, 2023. But we did not receive a response from the customer. The ticket was closed on 09/01/2023 due to no response. The customer reached out to us on 11/26/2023 stating that she was still charged even if the treadmill was returned. We coordinated with our accounting team and got a confirmation that the refund was processed on 11/28/2023. We have already informed the customer that the refund has been processed successfully in Splitit. We have not gotten any response from her after the refund confirmation.
  

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 writing to express my disappointment in the lack of response I have received from your company. I have been trying to contact you for the past month regarding a product I purchased from you on jan 8th 2023 that is defective and have yet to receive any response. I have sent photos and contacted ******** Tech who holds a warranty on the product. They responded Lifefitness is responsible.I am sure you understand that this is unacceptable, and I am requesting that you respond to me as soon as possible. If I do not receive a response from you within the next week, I will be forced to take further action, including filing a complaint with the Better Business Bureau or a consumer protection agency in my area.I hope that you will take this matter seriously and respond to me as soon as possible.

  Business Response

  Date: 02/14/2023

  Hi there,

   

  Firstly, we would like to apologize for the delay in response. 

  Given the issue your unit is currently experiencing we will go ahead an offer a unit replacement.

  We do want to apologize for how your unit arrived with the bent frame as that is not how we had sent that out to you. 

   

  We will also be following up through email as well letting you know the next steps of the replacement unit. 

   

  Best,

  Customer Answer

  Date: 02/15/2023

   
  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.  Please resolve in a speedy time, thanks.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/23/2023

  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 submitted tech support request to the company on Nov 14 2022, at 02:41 AM and I received a response that same day at 10:03 PM. I had explained in my initial complaint that their apps were not working via Bluetooth with the device I had purchased. I have attached copies of the email I sent and their response. Since then my issue has not been resolved and I have called and left 2 voicemails and reached out via their website to get this issue resolved with no contact back since Nov 15 2022, at 10:23 PM which was the last email I sent the company with proof.

• Initial Complaint

  Date:01/18/2023

  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 cannot get a hold of this business by phone or email and need tech support. I have left numerous messages over a period of two weeks and nothing received. Why can they not at least send an email?