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Business Profile

Exercise Machines

Life Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

This profile includes complaints for Life Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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Life Fitness has 2 locations, listed below.

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    • Life Fitness

      9525 Bryn Mawr Ave Ste 600 Rosemont, IL 60018-5251

    • Life Fitness

      10601 Belmont Ave Franklin Park, IL 60131-1545

    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Dear Better Business Bureau,I am writing to file a formal complaint regarding a recent experience with Life Fitness, from whom we purchased a significant order of gym equipment for our community facility.Upon delivery, one of the machines was received in a broken and non-operational condition. The company representative acknowledged the issue and initially assured us that it would be resolved. However, despite repeated follow-ups and multiple attempts to contact the representative, we have received no further communication or resolution.While the vendor did send someone to attempt a repair, the machine remains non-operational. Additionally, a second machine from the same order has already begun to malfunction, which is deeply concerning given how recently the equipment was installed.Our community made a substantial investment in this equipment, and we simply expect it to be functional and reliable. The lack of responsiveness and continued equipment issues are unacceptable, and we are requesting assistance from the BBB in helping to resolve this matter.We would appreciate any support you can offer in facilitating communication with the vendor and ensuring the equipment is either properly repaired or replaced.Thank you for your time and attention to this issue. Please let me know if any further information is needed.Purchase was made on 2/25/2025 in full Delivered on 4/25/2025 Serial number ***************

      Business Response

      Date: 06/24/2025

      A replacement unit was authorized and was scheduled for delivery on June 13. 

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

      ***** Sheer

    • Initial Complaint

      Date:04/15/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.

       
      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.

      It seems the Chase *** may have been in error when they claimed that Life Fitness said they delivered the package.

      Charge seemed to have been refunded per online statement.

      Thank you for your time and attention.

      Sincerely,

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

      Business Response

      Date: 04/17/2025

      We acknowledge receiving a communication from Ms. ***** on 3/31/2025 asking to cancel the order, which was completed in our system on 4/1/2025.  On behalf of Life Fitness, please extend my sincere apologies to Ms. ***** for her unfortunate experience with Life Fitness.

    • Initial Complaint

      Date:04/11/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      1. My husband, **** ****** Received May 1, 2025 ********* for invoice ******* from Lifefitness for labor charge of $227.21 to replace cross trainer screen. Note ********* was late sent to wrong address.2. My credit card was charged on May 16, 2024, reference No. *********************** LIFE FITNESS LLC *********** IL *********** Amount IL ($227.21).3. Received August ********* for invoice ******* again showing $227.21 balance. Note statement delayed due to incorrect address.We Contacted billing department, ******* ****** on 8/27/24 and provided proof of payment via email. ******* assured me the account had a zero balance due to incorrect invoice.4. Received November ********* for invoice ******* again showing $227.21 balance. Note still incorrect address. Contacted billing department, ****** ****** ************ on 12/5/24 and provided original info provided to ******** proof of payment via email.****** said she would send on the information and keep me updated.5. Received December ********* for invoice ******* again showing $227.21. Contacted ****** again via email and phone requesting assistance. 6. On 1/23/25 ****** provided update: Ms. ****** I am reaching out again to our cash handling team on their research into when/if the payment you note as deducted from your account was received by Life Fitness. I will advise as soon as I have their reply. Best regards, ****** ******.7. Received February ********* for invoice ******* adjusted to $73.91. In protest I paid adjusted invoice on 2/24/25.8. We Received Debt Collection letter, dated Jan 30, 2025, from ********************* for invoice ******* balance of $227.21. (Delayed wrong address) I called and spoke to **** ***** **************. I explained the nightmare and emailed all of the information showing proof of payment of original and adjusted invoice,9. ********************* still shows $227.21 balance and is investigating dispute. 10. Life Fitness will not respond to close investigation.

      Business Response

      Date: 04/14/2025

      I have been advised by our customer finance department that this account was pulled from ******************** as of Thursday 4/10. The account was placed for collection in error. The account balance is $0. Please accept our sincere apologies for the mistake and inconvenience.

    • Initial Complaint

      Date:03/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 February 6, we made a large, fully paid purchase of gym equipment. The manager told us the items would be received by the installers, who would contact us by February 21. Since then, we havent heard from anyoneneither the delivery nor installation teams are responding, and nobody can provide a new ***.

      Business Response

      Date: 03/17/2025

      Thank you for the notification. Installation of the order, with the exception of the half rack, are scheduled for delivery on March 19. We apologize for any inconvenience.

    • Initial Complaint

      Date:02/14/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
       
      Better Business Bureau:

      The business has resolved the matter in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** **********eliver the order (part of which I hadn't been able to cancel and avoid delivery). No one contacted me to schedule this delivery. I was out of town and not ready to receive it even if I had been in town. The driver said they would have to talk to their supervisor about rescheduling the delivery, and would call me back. He also gave me a number to call to reschedule it myself. As of 2/14/2025, I have not been called back. The number provided just rings and then goes dead. At this point I just want to cancel the order. Now the phone number for Life Fitness goes to voicemail. Someone responded to me on the website chat function, but when I told them I want to cancel my order, they disappeared. I don't know what's going on, and am not able to reach anyone or get a call or message returned.

      Business Response

      Date: 02/20/2025

      The order was reversed and, today, a full refund was authorized.

    • Initial Complaint

      Date:01/07/2025

      Type:Product Issues
      Status:
      Resolved
      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.

      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:11/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
       
      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 have an open complaint #******** for Life Fitness over repair on a recumbent bike. The company has resolved this issue for me and the complaint can be closed as resolved. Thank you!

      Sincerely,

      ****** ***

      Business Response

      Date: 11/14/2024

      I will follow up with our service team and have them escalate this matter. Once I have specific infomration, I will share it.

    • Initial Complaint

      Date:09/26/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
       
      Complaint: 22339473

      I am rejecting this response because: I received an email from the vendor on 09-26-2024 at about 4:05PM EST that states a full refund will be provided within 48 to 72 hrs. I prefer this complaint remain opened until said action of reund is complete as it has not happened as of this respond. I will update BBB when said action is complete and or if not complete within the timeframe stated. 

      Sincerely,

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

      Business Response

      Date: 09/26/2024

      I will have someone from our consumer sales team contact you.

      Business Response

      Date: 09/30/2024

      Confirming that Mr. ****** was contacted by our team and told that he will not only be receiving a refund but that he can also keep the product. Trusting that this is satisfactory to close the complaint. Thank you.

      Customer Answer

      Date: 10/02/2024

       
      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. Although the business refunded $298.32 instead of the original $301.11. 

      Thank you BBB for the assistance with resolving my concern.

      Sincerely,

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

    • Initial Complaint

      Date:04/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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.

      ***********************************************ever 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

      Date: 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. 

    Life Fitness is NOT a BBB Accredited Business.

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