Review Time
Completely unacceptable service experience.
I reached out to the company to order a basic replacement cable and cover for my treadmill. I provided the serial number and was assured the correct parts would be sent. No additional questions were asked.
The first cable was NOT compatible. I was informed that I could not receive a refund and would have to pay for shipping again — for their error.
The second cable? Also not compatible.
On the third call, I was finally told that the cable design had been updated — indicating this entire issue could have been avoided if the initial representative had asked the appropriate questions. Instead, I was instructed to keep the cables and PAY AGAIN for a third cable that I still need, plus shipping, because — a direct quote from the manager — “someone has to pay for shipping.”
Zero accountability. Zero ownership. Zero effort to resolve the issue.
If you don’t mind paying for a company’s mistakes, this is the service for you.
The company has lost a customer for good. Prospective buyers, be cautious.
Completely unacceptable customer service. I reached out to the company to order a simple replacement cable and cover for my treadmill, providing the serial number, and was assured the correct parts would be sent. There were no follow-up questions. The first cable was NOT compatible. I was informed I could not receive a refund and would need to pay for shipping again due to their error. The second cable? Also not compatible. On the third call, I finally learned that the cable design had been updated—this entire situation could have been avoided if the initial representative had asked the right questions. Instead, I was told to keep the cables and PAY AGAIN for a third cable that is still needed, plus shipping, because, as the manager stated, “someone has to pay for shipping.” Zero accountability. Zero ownership. Zero effort to rectify the situation. If you enjoy paying for a company’s mistakes, this is the brand for you. The company has lost a customer for life. Buyers beware.
Our gym recently transitioned to equipment from the company, and it has proven to be a poor decision. The equipment is subpar, lacking functionality, internet connectivity, and an app to track activity. At 5’8”, I find all the equipment to be quite small—perhaps designed for a different demographic? My 6-foot friend struggles to use some of the machines. It's baffling why the switch from a reputable brand was made.
I purchased a treadmill from the company in July 2024, and unfortunately, my warranty experience has been one of the most frustrating I've ever encountered. By November, the treadmill developed a speed-control defect, rendering it unsafe. Over the course of a year, the company sent technicians for three service visits and shipped multiple parts, but the issue was never resolved. During the initial visits, they covered labor under warranty, but once the warranty expired, they only offered parts, despite the defect being reported within the warranty period. After much insistence, they finally agreed to send a different technician for a fourth visit at their expense, but that visit did not solve the problem and actually made it worse. After a year without a functioning treadmill, they eventually agreed to replace it but only delivered it curbside, leaving me to handle the heavy delivery and installation costs, totaling $605 out of pocket, which they refused to reimburse. While the replacement treadmill works fine now, the warranty process was incredibly difficult. Be aware that if you purchase from this brand, you may find yourself covering unexpected costs even when defects occur during the warranty period, and you might need to advocate fiercely for fair treatment.
Complete absence of customer service. I waited over a month for a technician who incorrectly diagnosed the machine's fault, arrived with the wrong parts, and left the machine in a worse condition. It resulted in a significant waste of time and money. I will never choose this brand again.
I’ve had to call multiple times and they have sent several different parts, yet my treadmill still doesn’t work. They even sent me a new control board and expected me to assemble it myself. Luckily, a family friend helped, but it still didn’t resolve the issue. All I want is for my treadmill to function again after spending 3k on it, yet they are avoiding sending at least a new deck and motor. I would advise against buying from them.
The machines are decent, but the support is lacking. You'll discover that they manufacture for many other brands, which rely on the company for support. Their customer service is poor; you call and wait on hold indefinitely, and when you finally reach someone, they ask you to email information. After sending the email, you often never receive a response. They have little incentive to provide good support since customers blame the brands they purchased from. Sadly, they are owned by a larger entity that monopolizes many types of exercise equipment. As a US-based support organization, they rank worse than many offshore options. I've been struggling for three months to get my four-month-old treadmill fixed. What good is a three-year warranty if they don't honor it? They can blame external factors all they want, but the lack of planning and spare parts is a company issue exacerbated by those factors.
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