"I ordered a Crank Arm from Fitness Repair Parts for a LC9500HR Recumbent bike. The part would not work for this bike S/N CEA 672308.

I got online and here's what transpired:
[08:10:35] Travis: Hello, Thank you for contacting us! How may I help you?
[08:12:40] Paul: I recently ordered part #3000936 under Order #: 188474 Crank arm used on Life Fitness models: LC9500R (belt driven)
[08:13:20] Travis: What is the serial number for your machine please?
[08:14:16] Paul: It was for a LF LC9500 and the Protrusion that hold the Drive pulley in place on the crank is too long, thus when it was installed the section hit the torx screws holding the bearings in place for the bike.
[08:14:57] Travis: What is the serial number for your machine please?
[08:15:09] Paul: CEA672308
[08:16:31] Travis: Give me a moment to find that information for you.
[08:17:40] Paul: What information are you looking for? The crank can't be used for this bike, it doesn't fit properly.
[08:18:51] Paul: The protrusion would have to be ground down to the correct length so it doesn't catch when the crank goes around.
[08:20:05] Travis: You will need to call into the office to obtain a return authorization. Our office number is ***-***-**** Monday - Friday 8a - 4:30p Central time
[08:24:32] Travis: Thanks for chatting today!
Operator Travis has left the chat.
The chat is ended.

I called customer service and they said I would need a Photo of the Serial / Model number from the unit to get a complete refund for the part or they would charge me a 20% restocking fee, which would give me a refund of a $1.92, plus I'd have to ship the part back to them on my dime. What a joke, they can you send you bad parts and you have no way of getting back up and running without modifying the part, which I did!"

"Overall satisfaction with Fitness Repair Parts was high. I was replacing a broken deck on a discontinued TrimLine treadmill. The quality and equality of the product for the treadmill was perfect (even for a company no longer in business). The only negative was the cost of shipping. Due to the size and weight of the deck, the shipping cost was equal to the cost of the new deck. The choice of replace the deck versus buy a new treadmill was more difficult given the shipping."

"Had a great experience - website allowed me to quickly find my device model and then look at the bill of materials so I could quickly find my part. The ordering process was simple and I had my replacement part in a few days! Great help and service all along the way."

"I was very disappointed with my experience with Fitness Repair Parts.

I ordered a replacement shock for my Reebok treadmill. The part was defective (the shock would not compress). I called 5 times to get a replacement part, and each time went through their automated system and then was put on hold, until the system disconnected me.

I never got to speak with a real person. I ended up replacing the treadmill.

I would NEVER recommend anyone to Fitness Repair Parts."

"Part dows not work. Not allowing return or exchange. Terrible customer service. Will NEVER consider using this company again"

"I was looking for parts for a Schwinn Airdyne AD-3 and was happy to find that Fitness Repair Parts had them. Although the photograph of the parts that they had on their web-site did not match the parts I had, there was a disclaimer saying the photos may not look exactly like the parts. When I got them, they were exactly like the photo (parts for an AD-4, not an AD-3). When I phoned FRP, they told me I would have to pay return shipping and a 20% restocking fee if I wanted to return the parts, and otherwise were unwilling to do anything to remedy my situation. Needless to say, I will never buy anything from them again! Their customer service is, at best, apathetic!"

"Was able to find the part I needed on the website. When I got the part it didn't fit correctly I called customer service. The rep had no idea what I was talking about once he figured out what part I had after telling him the part number. He tried to sell me something totally different saying I ordered the wrong part. He was very rude and never did answer my question. Would I use them again if I need another part for my nordic track NO WAY"

"Excellent service. website was easy to use to find the drive motor for my treadmill. ordering was easy and they shipped incredibly quickly. would definitely recommend this company!"

"Quick shipping and good quality parts that fits! "

"This organization is a scam and a ripoff. I hope you never order from this company. This company is accusing me of ordering the wrong part, when they shipped the wrong part, now they want a 50% restocking and checking fee..."

"The website had a very useful exploded view of my elliptical, making ordering of parts easy. Communication was good regarding the status of my order. The parts came when promised. One part was slightly different than pictured, but it worked with my elliptical. Overall, ordering from Fitness Repair Parts was simple and the experience was positive."

"I am very pleased with ordering from this company. The correct part was easy to find. The part came quickly and well packaged."

"I ordered parts for a Bowflex, and my purchase amounted to $297.50. FedEx delivered the package on a Saturday (left it on the porch because I wasn't home), and the package was stolen off of my porch. My grievance is NOT with FedEx. It was not until Monday when I checked the tracking information on FedEx's website that I realized the package must have been stolen. I filed a claim with FedEx just to make sure that it was delivered to the correct address. I also checked with my neighbors to make sure they hadn't taken it inside for me. FedEx closed the claim stating that the package was delivered and was lost after they had delivered it. I called FitnessRepairParts customer support number and spoke with a company representative. I asked the rep what the company's shipping policy was and if they ship packages to customers with a signature required upon delivery. The rep said that yes, they do. I proceeded to give the rep my order number for my purchase and said that according to FedEx, the package was shipped from their facility without the signature required upon delivery. The rep said that was strange and that based on the dollar amount of my purchase, it definately should have been sent with a signature required. The rep said she would pass the information along to her manager and someone would be in contact with me. A few days later, I received an email from a manager stating that a claim would processed but could take up to 30 days to resolve. Almost 30 days later, I received the resolution stating that according to FedEx the package was delivered and FitnessRepairParts was cancelling the order. Here is the email coorespondance (Sheila C. is the manager I was cooresponding with):

Sheila C.:
"Per the claim you filed on this order for parts not received, this is the information/determination for that, from FedEx.
FedEx has determined that they did deliver the package and have provided a driver release verification form. We will not be sending a replacement. Cancelling order 169653."

My Reply:
"When I spoke with a representative from FitnessRepairParts, I was told that when a packaged is shipped to a customer, it is shipped with the signature service required upon delivery. However, according to FedEx, the signature service was not requested, contrary to what I was told. Could you please confirm if the package was or was not shipped from your facility with the signature service requested? In the case that it was not shipped with the signature required on delivery, is FitnessRepairParts able to send a replacement or provide a refund for the parts I ordered? In the case that it was shipped from your facility with the signature required on delivery, yet FedEx dropped it off anyway without a signature, would we be able to continue the claim with FedEx? Also, if I were to order more parts, is there anyway I can be assured that the parts are shipped from the facility with the signature required upon delivery?"

I sent another reply when I got home from work:
"If it helps, the representative I spoke with was Marsha (did not give a last name) on January 7th at 10:15AM (the number I called was ***-***-****). When she answered, I made a general inquiry about the company's shipping policy and specifically asked if the company ships orders to customers with the signature service required on delivery. She said yes. I proceeded to give her my Order Number, and I told her that according to FedEx, the package was shipped without requiring a signature upon delivery (according to FedEx). She said that based on the dollar amount of my purchase, the package should have been shipped with a signature required upon delivery. She then took down my contact information and said she would talk to her manager regarding the issue.
Thanks again! I appreciate your help in resolving this issue."

Sheila C. Replied:
"The package was shipped without a signature required, we provided tracking information on the order when we shipped it indicating that. Im sorry, but FedEx has stated this shipment was delivered and we cannot provide relief for any orders which have confirmed delivery."

My Reply:
"My understanding from your previous email is that the package was shipped from your facility without the signature required and that this information was indicated to me via the tracking information provided to me after I placed my order.

I reviewed the invoice I received for my order, as well as the order status emails I received and the tracking information that was provided on the FedEx tracking website and on the FitnessRepairParts tracking information link that was sent to me. The only shipping information I could find was that it was shipped via FedEx Ground Home Delivery. I could not find where it was disclosed to me that it was shipped without a signature required, as you stated in your last email. Could you please direct me to the tracking information you are referring to? It was only after the package had been delivered and FedEx updated the tracking information that I became aware that it was shipped without the signature required.

Is there a reason it was shipped without the signature? As I mentioned in my previous emails, I was specifically told by a company representative that packages are shipped to customers with the signature required upon delivery. Is FitnessRepairParts unwilling to provide a refund or offer replacement parts as I was provided misinformation?"

S.C. Replied:
"Please see the FedEx link: (for privacy, I have not included the link. It was the link to the FedEx Tracking information that I refered to in my last response to S.C.).

We cannot provide any type of payment or other parts based on FedEx’s findings. Shipments containing parts in excess of $300 will require a signature. (part price, this does not include shipping cost.) This is standard for all non account holding customer.
thanks"

My Response:
"I was not aware that it was standard for non-account holding customers for shipments less than $300 to not require a signature. Apparently the representative I spoke with was unaware of this also. This was not disclosed at any point during the checkout process. If this is the company's policy, so be it, but it should be made explicitly available to customers and company representatives should know as well so correct information is provided. I'm surprised you hadn't mentioned it sooner.

I will no longer pursue this issue."


Needless to say, I found Sheila C.'s responses to my emails to be very unsatisfactory. She continuously mentioned that FitnessRepairParts could not do anything because FedEx said they delivered the package. I know they delivered the package! She completely ignored the fact that I was told my a company representative that when they ship packages they do so with the signature required upon delivery. I also thought it was completely RIDICULOUS that after our entire email conversation she FINALLY thought to mention their "shipping policy" regarding non-account holding customers. Maybe I'm speculating out of anger, but I wouldn't be surprised if she made this policy up, or was told by her supervisor to say it, just to shut me up.

So, overall, the customer service of this company IS ABSOLUTELY HORRIBLE. The individual I cooresponded with was a poor excuse for a "manager" and I will NEVER order parts from them again. Sheila C. avoided the actual issue (that I was misinformed by a company representative regarding their shipping policy). At the VERY LEAST, she could have offered a discount on my next purchase and apologized that I was misinformed by the representative I spoke with.

ABSOLUTELY DO NOT EXPECT ANY SORT OF DECENT OR PROFESSIONAL CUSTOMER SUPPORT FROM THIS COMPANY, ESPECIALLY IF THEIR OTHER EMPLOYEES ARE AS INCOMPETENT AS Sheila C.!

If you do decide to order parts from this company, be sure you know how your package is being shipped. If you order parts valued at more than $300, and it is sent without the signature required, I'm sure their policy would then become "orders less than $301 for non-account holding customers are not shipped with the signature required on delivery." I wouldn't be surprised at all...
"

"I don't think that I have ever encountered a company that has more disregard for its customers than FitnessRepairParts.com. I purchased a part for my treadmill from their website based on the part size and treadmill model. When the part arrived it's dimensions were significantly shorter than advertized. When I tried to return the part I was told to send it back at my expense and expect to pay a restocking fee! To add insult to injury their customer service team said they measured the return part and found no problem with it. Buyer Beware!!!!!"

"DO NOT order from Fitness Repair Parts! They just sent us a defective console for our Proform elliptical. The console rattles--something loose is inside. My husband noticed it, thankfully, before he opened the package. We called about a replacement, and we have to pay to return the defective part to them. Unacceptable. It is written in their return policy, so we have no other option. Buyer beware! Find a legit company that stands by its products before you hit the order button."