This Fitness company exchange policy as…
This Fitness company exchange policy as well as their customer support are some of the worst I have ever dealt with. I ordered a medicine ball for Xmas and it was a little to small, I was looking to exchange the product for a larger size medicine ball and they said that is not possible and no chance for a refund either. This is a scam with how they handle their customers, I do not recommend anyone order a product from this company. On top of all that they took over a month to get back to me for the exchange. Really hope this company doesn’t stay in business long with how they scam their customers.
Kawi Bomber
False Advertising / Hiding Reviews
This company falsely advertises the maximum weight and runtime the treadmill can accommodate and is hiding my negative review from their product page. Here it is in full, minus 1x f-bomb to comply with TrustPilot:-----------------------------------------------------------Short version:Purchased on 11/25/24. Received on 12/18/24. The Motor started to show problems on 3/12/25, then officially blew out on 3/24/25. For reference, I weigh 245lbs and would use it for 4 hours daily 5 days a week which are all well within the specs on the page above. New parts didn't arrive until 5/8/25, and a technician they hired didn't get to me until 5/19/25. With the new motor, I measured temps of up to 150-200°F after JUST ONE HOUR of walking at 1.8 mph. I sent an email on 6/2/25 inquiring about this and am currently working with them on more troubleshooting...-----------------------------------------------------------------------------------------------------------------------------Long version:I originally tried to purchase the previous version of this TR1200 treadmill through TreadmillOutlet(dot)com on 7/4/24. I then got told that although it showed in-stock on the TreadmillOutlet page, the treadmill was apparently back-ordered through Lifespan, so TreadmillOutlet couldn't get it to me right away. Lifespan changed the estimated in-stock date several times according to TreadmillOutlet AND on the Lifespan website, so it was a constantly moving goalpost of when I would actually receive this thing.I waited until 11/21/24 before I got fed up and called to ask for a refund. I ended up talking to the owner of TreadmillOutlet and he thought it was ridiculous too, said they'd had numerous problems with Lifespan, and actually dropped all Lifespan products from their page shortly after this conversation. He refunded my purchase.Luckily, this was right around when Lifespan introduced their newest models, so I purchased this one directly from Lifespan on 11/25/24 and received it on 12/18/24. Imagine my joy that my long awaited treadmill was here... Now imagine my disappointment when I opened the package and it included a European-style cable and instructions written in Cyrillic (I'm in the US). To be fair, they got me the correct cables and manual PDF's in less than a week and also sent me one of their small yoga balls for free. Which I thought was very generous and I was very grateful. This would have been the perfect ending to the story. However...The Motor started to show problems on 3/12/25, then officially blew out on 3/24/25. For reference, I weigh 245lbs (and dropping) and would use it for 3-4 hours daily 5 days a week which are all well within the specs on the page above. When I got in touch with Lifespan about it, they requested that I -- a completely random and probably unqualified person -- open up the treadmill and start unplugging things and troubleshooting for them. This was a nightmare as all the connections were hot-glued down and I had to chip away glue with a utility knife at a terrible angle for 2 hours before I could perform the steps they wanted. This back-and-forth went on until 4/2/25 when they approved the parts to be sent.Then, guess what? I was told the parts I needed were back-ordered! I had to wait about a month until 5/8/25 for the parts to arrive, and then another 10 days waiting until 5/19/25 for a technician they hired to perform the installation.Now, today, the treadmill does technically work. However, after ONLY 1 hour of use at 1.8mph, I have directly measured temps of up to 150-200°F on the body of the motor. This is an obscenely high temperature for the motor to operate at. This is with the cover completely off, so it is not an airflow issue. I am extremely wary of this because I bet the first motor died from thermal breakdown in exactly the same way. I also experimented with the motor temps when I am not walking on it, and it stays at around 100°F just running with no weight on it, with the cover off...I am currently stuck with a Treadmill I cannot use as advertised, the new motor will probably end up blowing out eventually no matter how gentle I am with it, and the overall experience of getting to this point has been frankly a f****** nightmare.I am currently playing email tag with Customer Support again, but I am not hopeful that this will be resolved satisfactorily.I will happily update this review in light of new developments... But for now, please please please please please reconsider purchasing this unit at this time, especially if you're a heavier person.
Sean
My 1.5 year old $3,000 treadmill is…
My 1.5 year old $3,000 treadmill is requiring a new MCB + belt, and I'm being told I need to pay for the technician's time. My unit was also delivered without a functioning screen. My experience with customer service has been very poor, I've explained my frustration with this total lack of customer support, and they've never forwarded my complaint to management. I do not believe you should be out so much money on a well-maintained, treadmill. I do not recommend LifeSpan or their customer support.
Viviana
bad customer service
I ordered a top of the line life span treadmill. Then I moved from one location to another and the communication port was damaged. The treadmill is useless without being able to hook up the control panel with that communications port. I emailed customer support and they told me the part was out of stock. But they gave me instructions to service it when the part became available. A month later and the part is still not available. And it's really not possible the service the part because the cables are glued into the motherboard. It requires special tools and a technician. When I confronted them about it they were at first, not helpful at all. When I doubled down and threatened them with negative reviews, they were much more helpful. They sent out the replacement part. I originally gave them one star because of their service, but updated to three stars after they made it right. I should not have had to go through all of that for such a simple problem.
customer
No product or refund received
No product or refund received, poor communication and customer service
Zoe Hamilton
Great experience so far
Great experience so far. Treadmill and the standing desk work flawlessly for over 2 years now. Had small issue with the desk and support responded within 15min then had a Whatsapp video call to resolve the issue. Fix was simple in the end but overall great experience. Fast and efficient!
Uzelac KRUNOSLAV
Terrible customer service and warranty…
Terrible customer service and warranty process. My 2 year old treadmill broke down in January 2024 due to an electronics issue with the motor and the company has been unable to provide parts for servicing and continuously changed their delivery estimates twice. The latest timeline as of March 2024 is end of the month April 2024 which will leave the treadmill broken for FOUR MONTHS. The company warranty is completely useless if you can’t rely on the company to even stock and manufacture parts for warranty replacement. At this point I will be replacing the treadmill with another brand as I cannot rely on LifeSpan and their delivery estimate timelines for parts replacement. I would never recommend LifeSpan to any customer. Their products are unreliable and the servicing is nonexistent
Consumer
I bought a high-end TR5000 DT3
I bought a high-end TR5000 DT3 - about 10 years ago and during a move lost the safety key. I went to the site and saw that it was out of stock with no estimated date. I called customer service for a workaround. I sent a message from the Lifespan site that said that an internal rewire was possible but no instructions and customer service was not aware of the possibility. Now two weeks have gone by and I felt that I had a $2500 boat anchor. Then a handy neighbor suggested that a simple insulated copper wire could be wedged into the receiving connectors and taped into position. it took about 10 minutes to do and it works perfectly. Customer service still has not gotten back to me.
K Shepard
Their products are faulty and flawed
Their treadmills work for the first 6 months if you're lucky. I purchased a treadmill from them and after 6 months, the treadmill started stopping abruptly while using it, which can be very dangerous. The treadmill constantly gives error messages and refuses to start after a while of using it for only 2-3 minutes. Lifespan fitness customer service is pretty much useless, as they never answer your calls or even follow up with their online chats. Do not even bother getting extended warranty because they will not grant you technical services when you need help. I regret purchasing their product because I'm stuck with a lifeless treadmill only after 6 months of use. And to think that I have 4 years warranty with them and they have refused to help fix my treadmill. Go somewhere else with your money.
Nolly
TR800 debacle
I bought a Lifespan TR800 for $1200 walking desk treadmill. After limited use in the first year (couple hours per week in the busy months) I logged a support ticket after receiving an error code that would stop the belt suddenly and throw me off. They told me it was just out of warranty so nothing they could do. Also told me it was likely just lube. I have followed all instructions and lubricated the machine to the point there is lube dripping and the belt slips and still getting sudden errors. I cannot get support to call back or answer phones. I have opened tickets by email and they get closed without resolving anything. I am really disappointed in Lifespan and my expensive paperweight. I do not recommend.
RyanM
I was very excited for my TR1200-DT3…
I was very excited for my TR1200-DT3 Under Desk Treadmill, but my overall experience with Lifespan was very disappointing. After about a month of waiting for my order, I reached out only to find that my order had never been sent to shipping. Eventually it was sent and when my treadmill finally arrived, it was broken. The delivery service recognized it immediately, but told me they were not allowed to take the treadmill with them and I would have to scheduled a separate pick-up with LifeSpan Fitness. I reached out to Lifespan Fitness again only to be told that someone would be in contact with me about picking up the treadmill. They refuse to process my refund until the treadmill is in their possession. It's been 9 days since I initially reached out about scheduling and I'm still waiting to hear from someone about scheduling the pick-up.
Lisa
Be prepared for a delay and problems
Be prepared for a delay and problems. Poor customer service. Ordered the top of the line treadmill desk. It arrived damaged. I began the process to obtain replacement parts. Waited 12 days and checked status. The replacement desk top was damaged and was re-routed back to them. The other replacement part was never shipped and no status was available. Customer support in both cases was unapologetic and made no effort to accommodate the inconvenience or very long wait. It has now been over a month since ordered, and I am still waiting with a partially assembled desk in my office. Maybe it's a good product (we will see) but seriously, they need to evaluate their packaging if multiple carriers keep damaging their products. Also, when things like this happen, a little sympathy would go a long way. Very disappointed.
Paul E
Terrible company
I ordered a treadmill/standing desk on June 19. Lifespan took the $1800 out of my account right away even though the item was out of stock until June 28. I never received any order status updates or tracking information, but at the end of June a box showed up that contained the desk top. Just the desk top - no legs, no hardware, so I can't even use the desk while I wait for the treadmill. My first attempt at contacting the company resulted in an email that said the treadmill would ship on July 6. I have no idea if that happened because there has been no status update or tracking number provided. I also have no idea when or if the rest of the desk is going to show up. I've sent two emails and left one voicemail but have not received any response. I guess if I don't hear anything within a day or two I will call my bank and report this as fraud so I can get my money back.
Meg
