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May 2023 by Sarah Jasman
Terrible customer service! My Sole treadmill stopped working and we called Spirit Fitness to get a new control board. The control board then blew about 6 months in, and we were told that they would not warranty it, and that it would be on us to replace it with another $300 control panel. The agent said it was POSSIBLE that it was the Transformer Controller, and that we could order that to try, and would receive a full refund if that did not work. Well, it did not work, and I have now ordered a brand new treadmill. We have been emailing and calling for weeks, and have either had no response, or told that someone would need to call us back. FINALLY someone called back and informed us that we would have to pay for the return shipping! DO NOT RECOMMEND!!!
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August 2022 by Marlo Bell
They encourage you to treat the customers with very little respect when on the phone and are liars! Please, I implore you to do your research before choosing your equipment or applying for a position with them!
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April 2022 by Kd Nygaard
Worst customer service. Unit did not work when assembled. Tech support did not know about the product. It took us several hours to get it diagnosed. It was faulty leads apparently. They sent us replace leads that do not seem to fit. Told us they would send a tech. Changed their mind. Now we have to contact another company not knowing what’s is next. For a product that is $2,200 this is ridiculous. Not sure if this will get fixed. For the price you can getter better products with proper customer service. Don’t risk it!
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April 2022 by James D.
I bought the XG400 for about $2,200 in late February 2021. I used it pretty consistently for about five months until I developed a foot injury and took a few months off per my doctor. I started using it again and just got an error message saying "motor error set to idle mode," or words to that effect. I unplugged it and reset it and got the same message. Called the company and over the phone the Spirit Fitness (not to be confused with the airline, that shares the same name and same ...) employee said you need a new motor. That's covered under the warranty (the part), but not the installation of the motor. See, I was about six or seven WEEKS out of warranty on labor. So I have to pay to install that. I've pleaded with the company to do the "right" thing but no they say, it's their policy. So I have an elliptical that I'm still paying off that is barely a year old and has been used about 100 times over about a 13/month period (do the math) and the motor already failed. I called the company here in San Diego County I bought it from (CA Home Fitness)!and they gave me the name of a service company who can install the motor for about $150. But guess what? The company is really professional. And everyone is really sorry. Except I'm out more $ for what has turned out to be a really disappointing piece of equipment. I wouldn't buy anything from this fitness company; nor would I go back to the company that sold it to me. I'd purchase from a more dependable company like Life Fitness etc. and look elsewhere to buy it. I wish I could say "you get what you pay for" but this elliptical wasn't cheap and I paid for so much more than what I got.
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April 2022 by Matt Graham
After the last three months trying to work with this company, I can confidently say it's the worst customer experience I've ever had.If you're trying to get replacent parts for your treadmill don't even waste your time. Buy a brand new one. Trust me. I'd rather have dug ditches in the peak of summer heat for minimum wage to replace my treadmill than try repairing it with Spirit. Would have been faster too.Please. Save yourself the mind numbing experience. The following up with team members over and over. The hundreds of dollars wasted. The countless calls and emails to try to explain the problem with your replacement parts. The refusal to return parts that depend on the faculty parts to work.Believe the other 1 star reviews. Stay far far away from this business.
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March 2022 by Charles C
Their customer service was outstanding. My rowing machine was out of warranty. My two pedal bases developed cracks in the hard plastic. I offered to pay for two new ones and pay for shipping. They immediately replaced my broken ones for free and paid the shipping. Really impressed with how quickly they took care of me.
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March 2022 by DONNA DHORITY
Well, I do work there, so it is getting a 5 star rating! I have the very best supervisor as well!!!
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October 2021 by Nicholas Jackson
Some of the best cardio equipment on the market. Especially for residential. Can't beat their quality nor warranty. They offer a multitude of brands that each come with their own perks. If you are into fitness and you don't know about Spirit then you should definitely look up your nearest dealer.
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October 2021 by Monique Chacon
I called to order an engine cover for my Xterra treadmill thinking I ordered the right one but when I got a confirmation I realized that I ordered the top cover instead of the bottom cover. I called back and Sam had helped me order the right part, was very nice and got me taken care of. He even helped me register my treadmill which I had forgotten to do when I bought it. I’m so glad I had him as my customer service representative when I called back!
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July 2021 by Nafizah Ali
HORRIBLE HORRIBLE HORRIBLE!!!!! if anyone gave them any review worth more than 1 star then they are LYING!!!! if I can give these people and this company NEGATIVE STARS I would! They sent me the WRONG equipment. They made me send it back and spent $100 for shipping which they would not refund me for! And when they received the equipment they said they have to charge a restocking fee! And whatever was left of my money they were supposed to return, they STILL NEVER REFUNDED ME. ITS BEEN 2 months since they received true equipment that I returned and they said they have to check the equipment (which I never even opened because THEY ARE THE ONES WHO SENT ME THE WRONG EQUIPMENT) and they still haven’t refunded me. Every time I call to ask about my refund there is always a managers meeting or something. AND WHO EVER I TALK TO PROMISES TO CALL ME BACK. BUT NO ONE CALLS ME BACK. And I STILL HAVE NOT RECEIVED MY REFUND. THIS MESS STARTED 5 months ago. I’m still dealing with it. In other words, if you like dealing with lying deceiving people and companies, and don’t mind losing your hard earned money, this is a great company just for that!!!!!
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July 2021 by Co C
Spoke with someone via email to repair my treadmill. Verified it’s still under warranty and they are sending a new wire. I asked for an update prior to them saying they were going to send it and the rep just gives the tracking number. I had to ask where they were shipping it to because they never confirmed with me what my address was. I purchased in a local sports store, so I had to make sure they had the right address. Who does that?
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March 2021 by Robert H
Bought the XBR55 in part to use the cardio program (achieves and maintains a set heart rate using a chest monitor). Unfortunately the program is useless because the chest monitor doesn't start detecting HR until you develop a strong sweat even with gel. Customer support said there is nothing they can do. If you aren't concerned with monitoring heart rate it's a great bike
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March 2021 by Tim Seybold
This company claims they are backed up on orders (several weeks behind). I have been waiting the entire month of February for my Xterra Elliptical. This company is a supplier for Overstock. We have inquired so many times, excuses are never ending. There was an ice storm, power out, roads impassible, UPS hasn’t picked up, our trailers are full and not going anywhere....excuse after excuse, just ship your products, I could have walked to Arkansas and picked it up by now, your how many miles away from a major shipping hub and you can’t ship anything out???
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February 2021 by Mike Mader
I'd like to say they had the worst customer service, that is, if I could actually get a human on line to talk to. Since one star is the least I can give, will start with that. It's been a MONTH since my first interaction with them and I'm no closer to getting my F80 repaired than I am today. I've been promised the email they sent off will get me attention in the next 24-48 hours. That is a lie. I've left callback requests, no return. I finally got a service rep to respond to my email and after two rounds of response for "What's wrong " and yes sounds like belt/deck and then asking who can fix it?....crickets, not a word back. Called back again only to get a "I'll send an email to service, that's all I can do for you, good bye".
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November 2020 by mr david
run run as fast as you can ,this company will lie to your face, and then try to deny it ,but good for me Ive record the conversation,BE AWARE THIS COMPANY WILL SELL YOU CUSTOMER RETURNSAND OR USED PARTS AS NEW
