ComplaintsforLife Fitness

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a warranty repair claim with LifeFitness in 2023. The parts were under warranty. I knew I was liable for the labor. On 10/25/23 the repair was completed. Total time for diagnostic and repair visit was less than 2 hours. (Labor was quoted at $130/hour and one-time travel charge at $135.) My credit card was charged $792.25 on 11/09/23, way over what it should have been. Also, I never received an invoice. I could not reach LifeFitness by phone so I disputed the charge with my credit card company. The credit card company couldn't reach them either and credited me <$397.25>. LIfeFitness then FRAUDULENTLY charged my credit card $397.25 on 12/11/23 for the credit issued by the credit card company. I filed another dispute and eventually had to cancel the credit card. LifeFitness finally acknowledged their error and issued a credit of <$462.25> on 12/29/23 (posted 01/10/24). LifeFitness started sending me PAST DUE statements every 2 weeks starting in February for the $397.25, but they never sent an invoice. I gave in (still no invoice) and sent them a check for the $397.25 on 03/14/24. They have NOT cashed that check. I don't want to send another. I'm not sure what to do at this point. I have tried to contact them over a dozen times trying to resolve this issue.

  Business response

  04/11/2024

  As of 4/11/2024, this balance has been written off and there will be no further collection efforts. We apologize for the inconvenience. 

  Customer response

  04/15/2024

   
  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.
  
  ***********************************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Life Fitness is attempting to collect $1388 from me for a service covered by a warranty with no consideration by me for payment. I purchased a treadmill in 2015 with a ten year warranty on all parts (the whole treadmill). I contacted them at the beginning of January 2023 for the warranty service. A service technician visited my home, diagnosed the problem, advised that a part needed to be ordered, and placed the order. Once the order was received, the technician came back to install the part. I verified multiple times that this was all covered under the warranty, except the technicians labor, which I paid for immediately. I cannot stress enough that I never was quoted a price for the part, never agreed to pay anything for parts, and was told multiple times that it was under the warranty. Ten months later around Thanksgiving they sent me a bill for $1388 and sent it to a collection agency when I did not pay them after a little over one month. The bill includes electrical services that I did not authorize, but was informed by the technician would help my machine run better. In other words, these parts were installed without my permission and not for a need to fix the issue. I believe that Life Fitness is working from their warranty agreement that stands for a treadmill purchased today, not in 2015. - I was never informed these parts were not covered by the warranty.- Life Fitness had ample time before installation to share the cost and gain my consideration for any parts fee.- I was assured warranty coverage many times.- Why did they take ten months to try and bill me? This seems like extortion and fraudulent billing practices.- I received service completion notices saying things were closed.- The only reason I purchased a treadmill from Life Fitness in 2015 was the warranty, for which I have a copy of the sell sheet from the time of purchase.

  Business response

  02/23/2024

  Balance has been written off (for customer satisfaction) and the collection agency has been notified to stop the collection process.  Any further communications should be directed to:

  ***************************
  Supervisor-Customer Finance **********************
  ****************************************************
  Phone ************
  Fax -************

  Thank you. 

  Customer response

  03/02/2024

   
  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.

  I would like the business to send me something in writing on their letterhead in the mail that says the debt is cleared.

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

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 24, 2022, I purchased a C1 Life Cycle manufactured by Life Fitness. Total cost through their retailer, ********** Home Fitness, was $1678.64. Use of the bike did physical damage to my sacral joint. I have attempted a variety of methods of contact (all outlined in the attached cover letter) to reach the manufacturer for a refund and they have not responded in any way. The form of the seat of the bike is the problem and there is not way to "swap it out" with any other seat format. I have spent nearly a year going to doctors, getting tests done, attempting physical therapy, in an effort to address the damage and resulting intense pain. All I want is a refund for the return of the bike. Thanks!

  Business response

  11/08/2023

  Our Life Fitness team is working on a solution for **************************** complaint. The solution is somewhat complicated since the bike was purchased through a dealer and the dealer will not work directly with ************************ since they believe she threatened legal action against them. We ask for her continued patience as we work through this issue.

  Customer response

  11/08/2023

   
  Complaint: 20832748
  
  I am rejecting this response because:

  1. I spoke directly with ***************** at CA Home Fitness before attempting to contact Life Fitness directly. I never once threatened legal action against him. He very quickly and directly told me that my problem was not his problem and that I had to contact the manufacturer directly; more specifically, he also suggested that I 'just give up and post it on ******** and sell it for a couple hundred bucks'. I knew he would not help me so I left it at that and began trying to contact Life Fitness. So, they are misrepresenting the reason for this "delay".

  2. I have threatened Life Fitness that if they do not refund the bike I can certainly take the approach of suing them for all my legal bills, but that I would prefer NOT to do that, and just wipe a clean slate with them. And they have not responded to my email, postal mail or linkedin with any response or update or indication that they are "working on" anything, therefore, their response here is suspect as solely a delay tactic.

  3. It does not appear that this would be particularly complex: just issue me a check for the bike and figure out how you want to take repossession of it. Therefore, rather than these delay tactics on their end, I would appreciate a specific resolution promptly, or a guaranteed deadline for resolution with the name and contact information for someone on their staff with whom to follow up once BBB closes the case, if their deadline is after that time.

  Thank you.
  
  Sincerely,
  
  *************************************

  Business response

  11/08/2023

  The bike will be picked up and a refund issued. We respectfully request **************************** continued patience.

  Customer response

  11/13/2023

   
  Complaint: 20832748
  
  I am rejecting this response because: Thank you. The bike was picked up on Thursday 11/9/23. Very much appreciated. Please advise status on when/how I should expect to receive the refund.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A purchase order was created on 6/13/2022 for a $56,967.40 order containing treadmills and strength equipment - qoute 3549730-4R. We waited 8 months for delivery in 2/2023 at which time the items were delivered, but the treadmills arrived with consoles that were not properly functioning. It is now 10/24/2023 and the issues are still not resolved. In addition, one of the strength pieces was exchanged (multi-press for shoulder press) and a credit was issued, but now Life Fitness has assigned a new finance rep (previously ****** and now ******) and they are trying to collect roughly $4k when credit was to be applied to this new invoice amount which would cover the cost in full. I have email records to prove the credit owed and where is was to be applied -attached. We want our treadmills to receive the parts needed for the ** functions to finally be operational. In addition, we purchased 17 spin bikes for $31,821.28 - quote 3570031-2R and have had numerous reoccurring issues with them and Life Fitness is failing to admit there are design and structural issues with this model of bike and simply keeps sending techs to patch repair brand new bikes. We do currently owe a balance of roughly $2k for some weight plates that were purchased around the time of the equipment delivery but refuse to give them any more money until we receive properly functioning treadmills that now have been in our possession for eight months and the only excuse we are given is that the parts are on backorder. I have asked to be provided their corporate office customer service contact or a leader who can address and resolve these issues multiple times and they refuse to provide it. In addition, I emailed their customer service address on their website and received no response.

  Business response

  11/08/2023

  This matter is being investigate further by the Company in order to present a resolution to the complaintant.
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August of 2023 I started calling Life Time to repair my ellyptical (serial# **************** which was under warranty. They told me they need a credit card on record to have a repair man come out. On 09/06/2023 a techinician came out and repaired the unit. I have attached the receipt he gave me (he said if under warranty there would be no charge on my credit card) only stated the work he performed and no charges, On 09/13/2023 $384.61 charge appeared on my credit card. I called and emailed (which is no easy task as you are on hold for 60 minutes each *********** do not respond to emails) and was told they would issue me a refund of $93.51 (RMA# ********). This was on 09/13/2023. I have yet to receive any refund. They said the parts were under warranty but not the labor. I few days later my ellyptical starting having the same issues. Finally they said someone would come out (free of charge) task # ********. This was a week ago. I have yet to hear from any technician and I have an elyptical that doesn't work and I am out $384.61. Looking at BBB complaints it seems pretty typical that Life Fitness just randomly charges credit cards without providing a bill or explanation to customers. When you call if you chose to wait in excess of 60 minutes they say to call the billing department. Well that goes directly to voice mail and they do not ever call back or respond to emails. I would like a full refund and guarantee that they will not randomly charge my credit card any more. Seems they do that a lot but have no way of issuing refunds.P.S. - The repairman that came out 09/06/2023 did not have the right tools so he had to go to ACE hardware (he was gone 30 minutes). He said since this was a warranty call he would just include that time in the invoice.*****************

  Business response

  10/05/2023

  This matter is being taken under advisement to see how the alleged complaint can be remedied. Thank you for your patience.

  Customer response

  10/05/2023

   
  Complaint: 20695850
  
  I am rejecting this response because:

  The response offered no solution.  The response says thanks for being patient. 60 minute wait times on hold, no response to any emails . . . Weeks, well now months of total frustration patience has pretty much run out. At some point if a company cannot employ enough employees to provide adequate customer service maybe that company should not be in business.
  
  Sincerely,
  
  ***********************

  Business response

  10/10/2023

  $93.51 was refunded to the customer's credit card on 9/29/2032. At this time, I need to know if service is still required. If so, this can be arranged. 

  Customer response

  10/11/2023

   
  Complaint: 20695850
  
  I am rejecting this response because: I have not received any refund that the company references. Oddly, right about the time Life Fitness says they refunded $93 a credit for that amount appeared on my credit card as PENDING . A few days later it DISAPPEARED and I never received a credit. Seems Life Fitness has problems issuing credits and refunds. My machine is still broke but I refuse to have anyone associated with Life Time come to my home because that results in random charges to my credit card without my knowledge or approval. 1) What happened to the $93 ? - I NEVER received it and the attempt to pay me was 1 month after the refund was approved 2) Why was my credit card charged $352 without my knowledge and no receipt provided?  - 3) I have spent $352, lots of time and my credit card # is on file with Life Fitness to do as they chose and my machine doesnt work - Issue me a full refund and I will close this case - Issue me the $93 you say you issued me and I will reject the response but close the case. But Do not charge my credit card any more and Do not have anyone contact me to come to my house which results in more credit card charges. I can provide copies of my credit card showing the $352 and absolutely NO credit for anything from Life Fitness. Check with your accounting ***** The same **** that doesnt answer their phone or return phone calls.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased an Arc Trainer from Life Fitness, and have barely used the machine. I have over 15 years of experience with Arc Trainers (back when they were CYBEX) and I've never had any issues. Ever since the Life Fitness "Arc Trainer" model was delivered, there have been numerous issues, and it's been almost impossible to reach customer service to address the problems. A few weeks ago, the Arc Trainer had stopped working entirely, and I've been trying to contact Life Fitness customer support ever since. Last week a LF rep told me "they're escalating the issue and will resolve it asap", however I haven't heard back since. I've emailed, and I've called multiple times, waiting for hours on hold, and they just kept hanging up. The company basically stole our money and shipped us a defective unit. At this point, unless the product is fixed at no charge or replaced, I'd like it returned for a full refund. Thank you for your help much appreciated.

  Business response

  09/08/2023

  My apologies for this situation. Let me research it further with our service team. Someone will be in touch in short order with a solution.  Thank you for your continued patience and cooperation.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Lifetime Fitness corporate sent a local repairman to my home on 12/5/22 to fix my Life Fitness bike that was not functioning after a move. The repairman said he would try simple fixes first. He changed out the power supply adaptor ( a $30 part) and the bike worked perfectly! He said that I was in luck in that the repair was so fast (he spent 15 minutes in my home) and so inexpensive.He took my credit card # and said that the parent company would bill me and send an invoice. No invoice was sent but a bill for $704 was billed to my cc for December. This is outrageous and is clearly price gouging. I called my cc card company and told them that I thought that $140 was a fair price to pay for the service as outlined above. I gave them $40 for the part and $100 for 15 minutes labor.On Feb. 3, 2023, Life Fitness recharged our credit card for $564 WITHOUT OUR CONSENT. I called my cc company again and once again, they took this off of our bill.Since then, we have been receiving monthly bills from Lifetime. Eventually, they sent us a breakdown of the charges. This was sent to me in February, 2023.$21-cord (no cord was replaced)$189 for power supply ($30 part)$255 to program power supply- All he did was plug it in. No programming done $62-Field labor (appropriate)$130 trip charge The complaint is about excessive charges, charges for items that were not performed and also for charging my credit card without my permission.I have called the billing person to complain and ************************* said that she would have someone in corporate get in touch with me. This NEVER happened. She said that there is nothing that she can do. She has corresponded with me via e-mail. Life Fitness has done NOTHING to resolve this with me. There has been no answer lately when I call their # ************.I am seeking them to completely cease sending me any more invoices. Of course also, no late charges or reports to the credit agencies since this bill is contested.My customer # is ******

  Business response

  08/23/2023

  I will investigate this matter further and provide a substantive response/ resolution as soon as possible. 

  Customer response

  08/24/2023

   
  Complaint: 20506286
  
  I am rejecting this response because: the response said absolutely nothing. Life Fitness' response;" I will investigate this matter further and provide a substantive response/ resolution as soon as possible". This is a non response.
  
  Sincerely,
  
  *******************

  Business response

  09/06/2023

  The balance owed by ************ will be written off.

  Customer response

  09/13/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a treadmill online from Lifetime Fitness on 05/19/2023 SHOP#*****. I received a purchase confirmation email but never received a confirmation email with an order number. At the time of the purchase the email indicated that it would be delivered with in 4 to 6 weeks from the time of the purchase. During this process there was absolutely NO follow up unless I reach out with voice mails and emails asking for a delivery date. I finally got an email that said that it will be delivered on 07/20 between 12 snd 5pm. Today is 07/19 and there have been NO follow up calls. I called in today to get answers and the customer service department is unable to provide anything. They are again just passing me on to. Salesman named *****************************. This was purchased online from a Fortune 500 company. I NEVER thought I would have to babysit this purchase. Completely unprofessional. I will continue to babysit this until my item is either refunded or received.

  Business response

  08/03/2023

  On 7/20/2023, the product was delivered and installed. Please thank ************** for his patience. 

  Customer response

  08/04/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Club Series+ treadmill on November 28, 2021 (Order #: SHOP4066) for $5,197.90. After 18 months of light use my treadmill quit working. The console freezes every single time you try to use the treadmill, rendering the treadmill completely useless. I contacted Life Fitness and scheduled a technician to come out and examine the treadmill. The technician's professional opinion is that the console is broken and needs to be replaced. The technician also informed us that this console was discontinued by Life Fitness. The website states that the Club Series+ has a three (3) year warranty on replacing the console. We discussed this issue with Life Fitness via several phone calls and the "best" solution they were willing to offer us was putting in an order for a refurbished console that "might arrive in 15 weeks". I asked why it takes so long, and the manager talked in circles on the phone without a good explanation. I finally got the manager to confirm that the reason it would take around 15 weeks is because there is NO replacement available and the only hope of receiving a replacement is if another customer's console breaks and they receive the broken console and fix it. This means that in 15 weeks, there may not be a console, and there may not be a console for months or years. This also means that my warranty is continuing to run, without the treadmill being operational. Further, the manager admits that they have consoles available that are compatible with my existing treadmill model, however, they would not be able to provide one of those consoles unless I purchase it outright at an "upgrade" price. Waiting 15 weeks for a replacement is unacceptable, let alone waiting 15 weeks for a replacement that doesn't even exist and may never exist is completely unacceptable when they have consoles in stock that could solve this issue. The manager laughed at me when I said I would report them to the BBB. I demand they provide a working replacement console in 30 days.

  Business response

  07/18/2023

  My sincere apologies for this situation. Please let me know the name of the Life Fitness individuals to whom you spoke. The desired outcome is "replacement." Please clarify if you mean the treadmill or console. In the meantime, I will investigate what options might be available. Thank you for reporting this matter. 

  Customer response

  07/19/2023

   
  Complaint: 20332789
  
  I am rejecting this response because: The response from the company does not provide for any solution and requests further clarification about my desired solution. I do not have the name of the 2 individuals I spoke with, but the first one (who as more junior) had a heavy accent. After him telling me that my 18 month old treadmill console is not under warranty multiple times (which was a blatant lie, as it is listed explicitly on your website as having a 3yr warranty), I told him he needed to connect me to a supervisor before I started pursuing legal action. He made me wait around 20min to be connected to his supervisor. I do not know the name of the supervisor, but he claimed to be "the highest level person in customer service" that I could speak to. The supervisor admitted my console IS indeed under warranty, but that I am out of luck because my console is discontinued and they don't have one and the earliest I could expect to receive one is in 15 weeks if another customer's console breaks and it is possible to refurbish it and send it to me. I bought this brand new treadmill from you that was not delivered until January 3rd, 2022. The console is apparently a "C" console, which was apparently abruptly discontinued after I purchased the treadmill through your website during your Black Friday sales event. The console is now discontinued, but the treadmill is still being sold by your company with different consoles. Because my treadmill is still under warranty, and it is NOT FUNCTIONAL AT ALL, and is a $5000 paperweight without a console. I am demanding that either (1) a brand new console (since apparently my console no longer exists) that is CURRENTLY being manufactured and that is not discontinued (SL or higher), be provided to me within *************************** (2) I want a full refund for the treadmill and the technician fees that we were charged, and the company to pick up the treadmill and haul it away at their cost so I can purchase a new treadmill from a different company that actually works. If Life Fitness wants to provide me with a brand new treadmill (not refurbished) that is worth no less than my current treadmill, then we can discuss this as an option so long as it comes with a full warranty since I can no longer trust their products to not break.
  
  Sincerely,
  
  ***********************

  Business response

  07/20/2023

  We are working on a solution.

  Customer response

  07/21/2023

   
  Complaint: 20332789
  
  I am rejecting this response because: it is not a solution and it is only a response that they are looking into a solution that has not been articulated or offered to me yet. 
  
  Sincerely,
  
  ***********************

  Business response

  07/24/2023

  I am actively working with our Customer Support team to find a solution. Please keep this matter open pending resolution.

  Customer response

  07/30/2023

   
  Complaint: 20332789
  
  I am rejecting this response because: I am still awaiting the resolution that I discussed with the company to be implemented. I would like this matter to remain open until the new console that we discussed is received, installed and the treadmill is tested and working properly. 
  
  Sincerely,
  
  ***********************

  Business response

  08/24/2023

  Earlier this morning, I received an email from our service team that they resolved this issue with ************************

  Customer response

  09/05/2023

  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. 

  Thank you This issue has now been resolved. 

  
  

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

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am a member of a gym in **. They have life fitness treadmills. The machines are constantly broken. At this time, there are over a dozen machines that are broken out of 20. When asked, they said that Life Fitness does not send the parts and/or repair people to fix them. This is ridiculous. Where is the responsibility of this company. Its neglect. Today as I was running on one of the few that work, the front panel came off. This company should be sued.

  Business response

  07/11/2023

  Please provide the name and address of the Club and a member of our customer service team will follow up directly with the location regarding your concerns.

  Customer response

  07/25/2023

   
  Complaint: 20291786
  
  I am rejecting this response because: 
  I reject the response. They asked for a hat location I was referring to. As I stated, it is the ** fitness in *********, **.
  
  Sincerely,
  
  ***********************

  Business response

  07/25/2023

  This matter will be reported to our customer service team so they can follow up with the LA Fitness facility.

  Customer response

  08/01/2023

   
  Complaint: 20291786
  
  I am rejecting this response because:
  I already told you it was the *********, ** gym

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

*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. ↩