Absolutely unacceptable customer service
Absolutely unacceptable customer service.I contacted Spirit Fitness to order a simple replacement cable and cover for my treadmill. I provided the serial number and was told the correct parts would be sent. No follow-up questions were asked.The first cable was NOT compatible. I was told I could not be refunded and would have to pay for shipping again — for their mistake.The second cable? Also not compatible.On the third call, I was finally informed that the cable design had been updated — meaning this entire situation could have been avoided if the initial representative had asked the right questions. Instead, I was told I needed to keep the cables and PAY AGAIN for a third cable that is still needed, plus shipping, because — a direct quote from the manager — “someone has to pay for shipping.”Zero accountability. Zero ownership. Zero effort to make it right.If you enjoy paying for a company’s mistakes, this is the brand for you.Spirit Fitness lost a customer for life. Buyers beware.
Megan Hoppes
Halo gym just equipped with this rubbish
Our Halo gym just equipped itself with Spirit equipment, what a mistake it’s cheap rubbish with little or no functionality, no internet connection, no App to track your activity. I’m 5’8” and all the equipment seems to be very small, maybe made for Asians? My 6 foot friend can’t actually use some of the kit. Why the hell they swapped from Technogym god only knows( and the accountant!)
SR
Really poor customer/warranty service
I bought the Xterra TRX3500 treadmill in July 2024 and unfortunately had one of the most frustrating warranty experiences I’ve ever dealt with. By November, the treadmill developed a “runaway” speed-control defect that made it unsafe to use. Over the next year, Spirit sent technicians for three separate service visits (through their contracted providers) and shipped multiple sets of parts, but the problem was never fixed.During those first three visits, Spirit did cover labor under the warranty. However, once the original calendar warranty term expired, they told me they would only provide parts going forward, not labor—even though the defect had been reported during the warranty period and the earlier repair attempts had failed. After significant pushback, Spirit finally agreed to send a different service provider for a fourth visit at their expense. That fourth visit still did not resolve the issue and actually made the problem worse.After more than a year without a properly working treadmill, Spirit finally agreed to replace the unit. But they shipped the replacement curbside only, left me to deal with the 300+ lb delivery, and refused to cover the costs required to make the treadmill usable. I had to hire technicians myself to bring it downstairs, install it, and remove the defective unit. That cost me $605 out of pocket, and Spirit has refused to reimburse any of it.The replacement treadmill itself is fine now, but the warranty process was incredibly difficult. If you buy from this brand, be aware that you may be on your own for certain costs even when the defect happens during the warranty period and multiple repair attempts fail—and that you may have to fight hard just to be treated somewhat fairly.
Banech
Total lack of customer service
Total lack of customer service. Waited over a month for an engineer who then incorrectly diagnosed the fault with the machine, then turned up with the wrong parts and subsequently left the machine in a worse state. Lot of money and time wasted. Will never use this brand again.
CBH
So I’ve had to call multiple times and…
So I’ve had to call multiple times and they’ve shipped me multiple different parts and my treadmill still doesn’t work. They even shipped me a whole new control board and expected me to be able to put it together luckily I had a family friend do it and still didn’t work. All I want is my treadmill to work again after I spent 3k on it and they’re just avoiding sending at least a new deck and motor. Never buy from them.
Vito Basile
Decent machines with horrible support
Decent machines with horrible support. What you will learn is they OEM to many other brands and those brands rely on Spirt for their support. Spirit support is awful. You call and wait on hold forever and then when you get someone they ask you to email info. You send the email and never hear back from them. They have no incentive to provide good support on the gear the OEM to other brands since you blame the brand maker you purchased from. The sad thing is they are owned by Dyaco International and the majority of some classes of exercise gear is monopolized by them. For a US based support organization it ranks worse than many offshore support organizations. I have been fighting for 3 months to get my 4 month old treadmill fixed. What good is a 3 year warranty if they don't honor it. And they can blame covid all day long, poor planning and not stocking repair parts is not a covid issue, it is a company issue made worse by Covid.
Keith L
