ComplaintsforLifeSpan Fitness

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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?

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a LifeSpan Treadmill last year this time. We have hardly used it and the console buttons stopped working in October. I requested it fixed since it was still under warranty and he assured me the part would be delivered within a few weeks. The part finally came on Jan 11 and the repair person came today. The new part is more defective than the old part. My big complaint is the customer service at LifeSpan. They don't answer the phone number, even if you leave a message and they don't respond to emails. Francisco with their customer service initially responded to emails, but then he stopped communicating also. I am amazed this company is still in business with such a poor product and poor customer service. I really just want to be done with this treadmill and be issued a refund. Very disappointing product and service. Please let me know if I have any recourse. Thank you. ***** ******  ###-###-####

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a treadmill from this company in November 2022. At the time I ordered the treadmill I also purchased the white glove delivery service which promises to deliver the treadmill and assemble it in your room of choice. There were several delays with shipping due to the fact that they were unable to find anyone who was able to assemble the treadmill. I reached out and asked if the treadmill could be delivered as it had been more than a month of issues. I was contacted and told the treadmill would be delivered and I would be refunded the cost of the white glove delivery. The treadmill was delivered the next day without issue. It has been a month since then and I have still not been refunded for the white glove service. I have tried multiple times to reach someone in customer support but no one has returned my messages (this company uses email for customer service and doesn't provide a direct telephone number). I would at least like a status update on the refund and for someone to respond to the messages I have left.

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a TR5500iM purchased in Feb 2022 (order #*****). Having several issues with the control panel of the device: the speed selection buttons (e.g. 2, 4, 6, 8) do not work (one years the beep but the speed doesn't change). One has to touch the up speed button to reach the necessary speed. Also, when one pressed pause, it pauses for a second before resuming the workout at 0.5 mph. So to pause, you have to stop the work out. In addition, the stop button often doesn't work, and to drop the treadmill the emergency bit has to be pulled out, or the treadmill has to be physically unplugged. I have left a file of this with the chat bot on your site over a week ago and have received no response. I have sent several emails to support and made numerous phone calls with no response.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3/20/20, we purchased from Amazon.com a treadmill from LifeSpan Fitness for $999. Two years later in May, 2022, the machine will abruptly stop operating with an "E1" error message that reads, "speed control sensor issue. contact LifeSpan support" with a toll-free number. I left messages at the toll-free number numerous times and never got an answer or return call. It was only after I filed a complaint with Park City Entertainment that I finally got a returned email from support. Though the error reports a speed sensor issue, LifeSpan claims they will only send a replacement belt, not sensor, but they do not have it in stock and want us to pre-pay for when it arrives with no approximate date given. Besides this issue, the machine will speed up at random without user prompt, which presents a hazard to any user at running speeds and it should be removed from market. I have a video showing what I could get of this issue and reported it to the CPSC. I reported it to Amazon and they have not replied. I reported it to LifeSpan Fitness and they have not replied. This product sold to the public presents a clear danger to any user at running speed. We request a full refund of purchase for a dangerous machine that often quits running while LifeSpan support refuses to remedy it or address our concern about its intermittent speed increases.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Treadmill from LifeSpan Fitness. It is under 5 year warranty. I purchased it in April 2021. The machine won't turn on at all. I hired an electrician to check the wall plugs of my home. All is fine. I opened a case with LifeSpan Fitness #******** Created: **********/no power/MCB. The part they sent to me was at no charge and I got that a few weeks ago. I was charged and paid $174.24 for labor. They do not respond to my phone call messages and no email responses. I seem to be in some sort of "loop" getting a different person all the time but nobody is coming out to INSTALL THE PART. I am losing a month of warranty by their delay. Nobody is providing customer service for the install yet the company keeps sending me emails to buy something else all the time. I either want an installation lined up and done or refund me all costs for this defective machine so I can go and buy something from some other company.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a treadmill from Park City Entertainment, Inc. d/b/a Lifespan Fitness, Inc. and after assembling the treadmill, I immediately noticed that the main line to operate the treadmill was cut, and this is straight from the box. I immediately contacted Lifespan Fitness and was told they would send the part to me and then send someone to my home to repair the treadmill. I now have the part and I have been trying to speak to a manager about getting someone out to fix it and also inquire about a partial reimbursement of my money due to the inconvenience this has caused me; however, my recent attempts to make contact with the company have gone unanswered. They are ignoring me. Because of the poor treatment received and the fact that I am well within the 30-day period to return the treadmill I am opting to return the treadmill and get my money back since they've chosen to not fix the treadmill. I feel robbed and I need Lifespan to take ownership of what has occurred here and arrange to either pick up the damaged treadmill and reimburse my money in full or replace the treadmill with a new and workable machine, which is what I paid for. I am currently stuck with an unworkable treadmill straight from the box.

*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. ↩