ComplaintsforiFIT

Exercise Machines

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Initial Complaint
04/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
First Transaction Date: 4/4/2024 **************** at ********************** required me to pay them ****** dollars to schedule a service technition to fix the electronic console on my T 605 Si treadmill. The machine will not "boot up". (They also refused to send me an invoice for the charge) I was told I would be contacted by a service technition. SecondTransaction Date: 4/8/2024 I recontacted IFIT on 4/8/2024, and it took them 10 minutes to verify who I was, and another 10 miniutes to update my information. I was then told again that I would be contacted by a service technition. That was 5 days ago, I have received no text message, no phone call or email from anyone. It's been 11 days. I want my money back. Based upon my research, this company has a terrible track record. Thank you for reviewing this issue.*********************
Business response
04/15/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your (machine name). We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your ************ of contact for any assistance you may need moving forward.
After reviewing your open service order, the technician has stated they have reached out on 4/11/24 for scheduling. Please let us know if you are still having troubles getting scheduled.
Thank you
Customer response
04/15/2024

Complaint: 21571290

I am rejecting this response because:
I have no record of a call, an email or a text message from anyone on 4/11/2024. My cell number is: ************. Land line is ************. No messages or text received from anyone,

Sincerely,

*********************
Business response
04/16/2024
Hi ****,
We apologize for the experience you have had, after review of your service call, it has come to our attention that the phone number we had was incorrect. We have notified the technician of this. The tech will be reaching out on the corrected number for contact. Thank you
Customer response
04/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
NordicTrack has put a pending charge on my credit card for over $2000. I made a purchase for one of their products and quickly realized I ordered the wrong one. I submitted a ticket on their webset with no response. I used their chat service and got a very rude "Ya, I saw your ticket, I'll do my best to cancel it. 1.5 months later, they still have my money. My credit card still shows pending on the charge. I have submitted a ticket since and no response. The customer service is awful.
Business response
04/09/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your purchase. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your ************ of contact for any assistance you may need moving forward.
After reaching out to our Billing and ****************** on your behalf, they have voided the tranaction with the lender. Please allow 7-10 business days and that pending charge will fall off. We apologize for all the hassle this has caused for you.
If you have any further questions, please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you
Initial Complaint
04/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
WE WERE CHARGED $396.OO TO OUR CREDIT CARD ON 1/21/24 FOR AN i-FIT SUBSCRIPTION WE KNEW NOTHING ABOUT, LET ALONE A RENEWAL THAT WE DID NOT AUTHORIZE. WE CONTACTED I-FIT VIA EMAIL SINCE WE WERE UNALBE TO REACH THEM VIA PHONE. ON 2/10/24 WE RECEIVED AN EMAIL RESPONSE FROM THEM THAT THEY WERE LOOKING INTO IT AND GAVE US A "CASE NUMBER". WE HAVE NOT HEARD BACK FROM THEM YET; ALMOST TWO MONTHS AGO! I EMAILED THEM AGAIN LAST WEEK REGARDING THEIR LACK OF RESPONSE, AND I DO NOT WANT TO BE CHARGED AGAIN FOR UNATHORIZED SERVVICES.....STILL NO REPSONSE. MY COPLAINT IS THAT I WANT THE $396.00 REFUNDED AND I WANT IT IN WRITING THAT WE DO NOT WANT THEIR SERVICE. THANK YOU, ******* **********
Business response
04/08/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your membership. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, I have gone ahead and issued a full refund of the $396 for the automatic renewal I've also cleared your payment method to avoid any further charges. Please allow 7-10 business days for the refund to reflect your account. We apologize for all you have been through.
If you have any further questions, please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer response
04/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* **********
Initial Complaint
04/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint is in regards to my Nordic track c1750 treadmill. Once I cancelled my iFit membership mid 2023 all of a sudden I got an error code on my screen which rendered the treadmill inoperable. In contacting iFit support their final offering to me is to purchase a new console for $1300usd. This is nearly as much as the purchase price of the treadmill. Rediculous! The treadmill is less than 5 years old and it now seems to be my financial burden that iFit doesn’t have the ability to correct /update their own software on their own product. I can see from a google search that this is not an uncommon problem and in fact there is a class action law suit filed by some people in the US because this has happened to many many purchasers of iFit products. Even if there was a way to override all the software/tech and just use the treadmill manually at this point I would accept that. I will not accept having to purchase a new console. Steer clear of iFit.
Business response
04/08/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your (machine name). We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

After reviewing your account, we have gone ahead and issued you a one time courtsey console. Your order number is *********. You may track it once it ships at ************
If you have any further questions, please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer response
04/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I would like to know the contact of who will be sending me the console. (I’m not sure they have my address, I don’t see an option for tracking the shipment or was given a timeframe when the console would even ship.) I hope this isn’t just a generic response to close the issue.

Sincerely,

***** ******
Initial Complaint
04/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In February of 2024 I ordered a 1750 Tradmill via the NordicTrack website, the treadmill was on sale. A sales rep contacted me within days to tell me that this model was out of stock but he could upgrade me to a better model at a discounted price. I agreed and we proceeded with the order. He said to give the order 2-3 weeks to deliver, but it normally wouldn't take the full shipping time frame. After 2 weeks and not hearing from the company, I contacted the sales rep, no response. I contacted the sales rep 3 more times with no response before contacting the company via phone and waiting on hold for 45 minutes. They did show that the treadmill was in my area, but didn't show a delivery date so they said they would look in to it and contact me back. Week 3 no contact back. I was finally able to get contact information for the shipper who opened a case. Within 3 days they said that my treadmill was found damaged, and asked if I wanted to get parts to fix it myself. I declined, it's a lot of money for the treadmill and I would like to receive it undamaged. They said they would ship a new treadmill. Week 4-5, no response no treadmill, and the new order could not be tracked. After countless "chats" and phone calls, they finally chose a time they would like to deliver, even though we paid extra for in home delivery and let them know our time frames, and on week 7 it delivered, but it was the original 1750 and we were now making payments on the newer expensive model!! When we called NT, they only offered 6 months if their service and a heart rate monitor and credited the difference between the 2. I WILL NEVER ORDER FROM THIS COMPANY AGAIN. Absolute terrible customer service and experience.
Business response
04/05/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your ************ of contact for any assistance you may need moving forward.
We sincerly apologize for the experience you have had regarding the shipping of your machine. This is absolutely not what we want our member experience to look like and can assure you we are taking action on this to ensure that it doesn't happen again. We appreciate your feedback!
If you have any further questions, please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you
Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Treadmill will not respond after power outage. Reset completed and still a brick. I called Nordic track and ifit and no resolution has been offered!!!
Business response
04/08/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and issued you a new console. Your console order number is **********. You may track it once it ships at ************, please allow 7-10 business days for shipping.
If you have any further questions, please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you
Initial Complaint
03/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a Nordictrack C1750 treadmill and the screen has stopped working and the treadmill is unusable. My model has no factory reset and there is no way to fix the screen. The treadmill is an expensive, useless piece of junk and Nordic track provides no fix.
Business response
04/01/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please provide the following so that we may assist you better:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:

If you have any further questions, please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Initial Complaint
03/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a treadmill and bike from NordicTrack. Both items stopped working after the iFit update. I called repeatedly to try to get them fixed and resolve the issue. They would not replace the console and told me that I had to pay $500 to get new consoles, even though it was their update that caused the system to crash. I finally purchased one console for my treadmill and was forced to pay $587 for it. The bike is still sitting useless. I would not reccomend this equipment to anyone. It's been a total lack of accountability from the company.
Business response
04/01/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, I can see that we may have missed some troubleshooting steps, I apologize for the lack of training and will notify the agent's supvisor of such actions. I however would like to claify a few things on your console. Can you send me two pictures? one of the console powered off and one with the console powered on? I know they both will be black I just need to document such. Also do you have a bluetooth light that is lit on your console? These will help claify a few things for me.
If you have any further questions, please Please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you
Initial Complaint
03/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I got on my Ifit Bicycle this morning and was greeted on the screen with a notice that my account is locked and I now have to pay cloe to $400.00 for access to the videos. I just paid that in February. No problem just get in touch with iFit, right? The company puts up a maze of obstacles and the "Chat" goes to another Utah company and does not respond. My thinking is, I already pay roughly 30% of the purchase price annually to be treated like this and to have a company intentionally cut off service and then creat obstacles and barriers to service--I want it fix, as in right away or refund the February payment of $396.00 made on February 23, 2024.
Business response
03/29/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your IFIT membership. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward
After careful review of your account I can see that you have 2 different account, one is under m*********@outlook.com and the other one is under *******************. The paid subscription is under *******************. Please make sure you are using the correct email for login. If you are still experiencing issues please let me know. I'm happy to help!
If you have any further questions, please feel free to reach out to me I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Customer response
03/29/2024

Complaint: ********
Hi, I tried both emails. I reset passwords for each (BTW) with not luck. I get the same advertisement that will not allow me to use the videos. Question: Can you reboot the machine from your end? I will be glad to disconnect the machine also if that will help,

Thanks, looking forward to hearing from you.

Business response
04/04/2024
Hi,
Could you send us an image of the screen you are getting? This will be helpful in troubleshooting.
Thank you
Customer response
04/07/2024

Complaint: ********

The BBB system will not accept photos send me an email and I’ll get it to you
thanks
**********************

Sincerely,

**** *********
Business response
04/08/2024
Hi ****,
Please send them to **********************
Thank you
Initial Complaint
03/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My wife and I bought a brand new treadmill from norditrack from the company website for a little over $2000. Within the first 30 days the treadmill motor was having issues, making a loud cranking noise when the treadmill would incline or decline. We reported it to customer service and it was confirmed that we had a problem after they watched the video we emailed them. A few days later a bolt that held the railing to the base of the treadmill broke completely off. Part of the bolt is still in the s**** hole, the top fell off. This was again reported to norditrack. The company decided to mail us a new motor and a pack of screws and emailed us instructions on how to fix the treadmill. We have owned this treadmill less than 60 days, paid over $2000, and they want us to fix it? Horrible customer service, and for that price you would expect them to come to our house to fix it. Extremely disappointed with the product and the service. This treadmill seems like a lemon and shocked that they are not coming out to fix it our replacing the unit for free.
Business response
03/27/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

After reviewing your account, I can see that you have a service order open for a tech to come out and inspect you machine as of 3/26/24. I'm happy to compensate you $107.00 to see that service call through so the technician can repair you machine. If the tech is unsuccessful in his efforts we are happy to look into other options we have as well.
The tech will be reaching out to you to schedule your appointment.
Thank you
Customer response
03/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************

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