Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Nordictrack T6.5si treadmill that was purchased in 2019 and is controlled by an iFit panel and I use this treadmill daily. Yesterday, the IFit panel initiated a software update. After the update was completed, the iFit panel no longer worked and my treadmill was inoperable. I spent hours on the phone trying to get support and after 7 hours was told I was in the wrong queue. I called again this morning and spoke with someone at IFIT support who told me I needed a new console and transferred me. After another hour on hold, I was told that I would have to pay for the replacement console, $455.20 because my equipment is out of warranty. I understand paying if this was something I did, but this software update destroyed my machine and I should not be charged. According to the internet, others are having the same issue. I expect IFit to repair or replace my perfectly functioning treadmill that is not working due to their negligence.

  

  Business Response

  Date: 01/16/2023

  Hello, 

  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.
  We're happy to get this resolved for you. Is your console displaying an error code? If so, please provide a picture of the display. 

  Thank you.

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18727407
  
  I am rejecting this response because:there is no error code. It boots to the white screen with the IFIT logo and then turns to black. Continues looping like this indefinitely. Tried working with tech support to enter a special mode to allow forced reboot and it does not work. Tech support advised the console has gone bad and must be replaced. The console tablet worked until the update was pushed to it. I should not have to pay for a replacement due to the update being the cause of it to quit working. The entire treadmill is non-functional. There is not even an option for a manual start.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/17/2023

  Hello, 

  Our iFit team has ordered a replacement console on your behalf to resolve this issue. 

  Order number-ICS9584476

  These consoles are currently out of stock. 

  We expect your order to ship out within the next **** business days. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 01/22/2023

   
  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

  Date:01/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current (and may I add, satisfied) NordicTrack and iFIT customer. On September 26, 2022, I received an email from NordicTrack with a referral link offer. The terms of this referral link clearly state "Give your friends $150 off, and get a $150 gift card when they buy." I have done this in the past and received the $150 visa gift card reward without any issues. So I went out of my way to do this again and was able to convince 3 people to buy NordicTrack equipment. To my surprise, 30 days later I received 3 emails from NordicTrack, each with a $50 off accessories coupon code that expires in 30 days. This was not the terms of the email offer I originally received, and I would not have gone to this trouble for $50 off an accessory.
  
  As such, I called in twice to address this. Both agents I spoke with were friendly and I believe genuinely tried to help, but didn't really know what to do. I sent them both emails documenting the above facts. The second agent I spoke with told me he would get a resolution and I would hear by Tuesday, January 10. I did not hear anything. I emailed him today and he said the best he would do was a $100 credit because the offer had ended.
  
  As I'm sure you can understand, I feel like this was a bait and switch. I was promised $150 per person referred and am now being offered $100 total ($33.33 per person). I held up my end of the bargain, NordicTrack was able to make 3 new sales, and now they are trying to pay me 78% less than promised.
  
  I'm requesting a check or visa gift card for $450 as promised.

  

  Business Response

  Date: 01/16/2023

  Hello-

  We are so sorry about the inconveniences and the frustrations that you have experienced with this issue. We completely understand where you are coming from on this matter.

  As this is something our sales department was offering you will need to contact our sales department at ###-###-#### so they can look further into this for you.

  Thank you!
  
  

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  
  I am rejecting this response because: I have already called sales as stated in my original complaint. I would request that the BBB complaint is routed and escalated to the sales department. Asking me to call your number is not a resolution. 
  
  
  Sincerely,
  
  
  ****** ******

  

  Business Response

  Date: 01/17/2023

  Hello-

  We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
  

  This is something only our sales team is able to look into for you.  You will need to contact them directly at ###-###-#### to discuss this further.

  Thank you!

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The console (screen) on our pro form **** treadmill is stuck with the iFit logo and the treadmill will not operate. I have called the customer service number at ********************** beginning on Monday afternoon after having first looked online and followed instructions for resetting the console, and was on hold for 45 minutes before talking to a representative. We again went through all the reset procedures which did nothing. I was put on hold so the representative could talk to her supervisor, and was cut off after waiting another 30 minutes, when their business hours were over. I called back on Tuesday, and the call was answered after a brief hold, and after again describing what I had done with previous reps on the calls, was told I would be transferred to a different department and was on hold for 2 hours and 20 minutes, and no one ever took the call. Called back today, and after holding, talked with a representative again, and again explained that I had been through all the reset procedures with multiple people, and had been on hold for a cumulative time of 4 hours. This person put me on hold to talk to a supervisor and then retuned to our call, saying he is filling out a case report, but he is going to call me back when I return home, so I can send him pictures of the console, which he has to submit to the US office of iFit, because "the office in the US makes it very difficult for claims to be approved". I cannot believe a company can get by with having people call in for service questions and be expected to spend hours on hold, and then still not provide service. Why do I have to provide a picture of the console? The person I talked to on Monday had me download an app which allowed her to see the console as we were talking. The company has that information already. Apparently there was a software upgrade recently which is causing this problem and I'm expected to spend hours and still not have the issue resolved!

  

  Business Response

  Date: 01/16/2023

  Hello, 

  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.
  
  

  We're happy to get this resolved for you. 

  Please provide a visual of the console issue and we'll get your replacement ordered. 

  Thank you! 

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18726468
  
  I am rejecting this response because: I need to know to whom the visual of the console should be sent to, because one of the reps I talked already had the visual of the console. I need a specific email address for iFit corporate to send the visual to. 
  
  Sincerely, Mark 
  
  *************************

  

  Business Response

  Date: 01/17/2023

  Hello Mark, 

  A replacement console has been ordered on your behalf. 

  Order number-ICS9584448. 

  These are currently out of stock. 

  We will get you order sent out as quickly as possible. 

  You can track your order at anytime at iconservice.com with your order number. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 01/19/2023

   
  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

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on or about 12/20/2022 IFIT sent out a digital update to their machines (I400 treadmill) which stopped the machine from working. The main complaint seems to be that their update caused a corruption of the control unit of the machines. The symptoms of which my machine seems to match. I have attempted to call customer service 3 times each spending over 2 hours on hold with no response from the company. I have sent 3 requests through their internal email help screen with no response from the company. I have sent several requests for help through their "chat" window with no response other than "I don't understand your question". It is alleged that customers that have been able to contact customer service have been told the replacement part would cost over $500 for the replacement part to fix the problem they caused with a corrupted update. This is unacceptable from a company of their size. I need help to resolve this issue.

  

  Business Response

  Date: 01/13/2023

  *****, 

  First and foremost, I am very sorry that you are currently facing issues with your machine, it is always our hope that your experience will be seamless, so it is saddening when that is not the case. I understand it is no small undertaking to get in touch with us so we appreciate your patience greatly. In an effort to see what can be done from our end to aide the Console/software related issue that you are facing I was trying to find an account or a registration for your machine within our systems, and was never able to do so. Before we can assist in sending parts/service, or in troubleshooting we must first register the equipment and confirm the machinery and your warranty. Below I will list the information needed to do so, and as soon as your are able to advise we can get this situation taken care of. 

  First Name

  Last Name

  Address

  Email

  Phone Number

  Model Number

  Version Number (number following the decimal point on the end of the model number)

  Serial Number

  Date of Purchase 

  Place of Purchase

  Thank you for all you do, we truly appreciate you!

  

  Business Response

  Date: 02/03/2023

  *****, 

  Thank you greatly for getting me those visuals. As I had assumed would most likely be the case, your Console has entered into the API 3 error mode, which was a malfunction of some more recent updates, because of this the Console as a whole will need to be replaced. You technically are not covered under a manufacturers warranty with us any longer, but because the issue is due to one of our updates we will replace the piece free of charge to you. 

  Because we have had to replace many Consoles due to this error, we are currently facing some delays in filling the orders, however, we have large shipments coming in soon, so it is anticipated the delay should not be too lengthy. The order number pertaining to the one I just instated for you is **********, and it can be tracked at iconservice.com/order/status. 

  I am hoping this takes care of any present concerns you had! Thank you for your ongoing patience, and willingness to work with us to get you taken care of. 

  Customer Answer

  Date: 02/07/2023

  Thank you , please forward any tracking numbers to me at ************************

  
  
  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

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We own a Proform Carbon T10 have had it for a little over a year now with no problems. There was an IFIT update now my treadmill is a big floor weight. I called customer service they want 150 dollars to send a tech out to look at it and from what i have been reading online it is IFIT fault for a corrupted software update. To replace the console is about $800 dollars why do i have to pay for something i did not break.

  

  Business Response

  Date: 01/16/2023

  Hello-

  
  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.
  
  

  I happy to help get this resolved for you, are you getting anykind of error code your machine? Please confirm the model and serial number off your machine. Thank you 

  Customer Answer

  Date: 01/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and here is my response to them

  There was no error message no nothing it worked one day and then the next nothing i called customer support that day, it stopped working. Something just does not work one day then stops working the next for no reason at all.

   

  Model # **** ***** Proform Carbon T10

  Serial # *************

   

   

  Thank you,

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

  
  
  

   

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18725574
  
  I am rejecting this response because: I was waiting for the part to be sent to me. Before I responded. The part they sent was not the fix as I assumed it wouldn't be. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/22/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter. 

  
  We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.

  
  If you have any further questions, please contact our iFit software team directly at **************.

  
  Thank you     
  

  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18725574
  
  I am rejecting this response because: Yes, i have a gentleman calling me tonight, this seems to be a big run around instead of getting to the actual problem. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/24/2023

  Hi *********, 

  Please let us know if you are still needing assistance after the call. Thank you 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18725574
  
  I am rejecting this response because: I did not receive a phone call last night as promised. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/24/2023

  Hello, 

  We have reached out to our Membership team and they have confirmed that they tried calling on 2/22 and they followed up with an email. I have advised them to try contacting you again. 

  Thank you 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18725574
  
  I am rejecting this response because: You are correct they did call me on 2/22 and after he called me, he sent an email, to confirm my phone number and a good time to reach me he said he was available Monday-Friday 8:30 am to 5 pm MST. I replied with an email on  on Feb 2/22 with my phone number and my available time would be @ 5:30 pm CST which would be 4:30 MST and i have heard nothing since the 2/22, until I received an email from him this morning. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/28/2023

  Thank you, 

  Were you able to get the issue resolved with them?

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18725574
  
  I am rejecting this response because: He did call last night and a part has been ordered so we will see if I actually get it
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a Nordictrack commercial **** treadmill. Recently (last 30 days or so) I was beginning to use it again (had a hip injury) and noticed the white iFit screen showing up like it never had before. When I finally got on to start walking/running again the treadmill would not function. Ive tried emails and chats through the iFit website. Ive called multiple times to the a certain number. They have set up phone appointments and never called. Ive been on hold for over 3 hours today alone. Research shows they did an update to iFit in late 2022 and others with a **** treadmill have the same or similar problem. The company is not supporting their products. I cant even reach anyone who will give me answer. The three times I got an actual person on the phone I have received three different responses and then was transferred to hold for over an hour. This is beyond ridiculous.

  

  Business Response

  Date: 01/16/2023

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter. 
  We have sent this information over to our iFit software team for you and had them further review your account. 
  They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 
  If you have any further questions, please contact our iFit software team directly at **************.
  Thank you     
  
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18725165
  
  I am rejecting this response because: this business reply was posted 48 hours ago give or take a few minutes.  As of the time of writing this response neither IFIT or Nordictrack has called.  During that time I have a total of one missed call that can not be called back.  No voicemails have been left.  I have been promised a call back at a certain time by IFIT once before this and they did not call.  This would be the seond time they havent called.  
  
  Sincerely, 
  *****************************

  

  Business Response

  Date: 01/20/2023

  Hi, 

  We apologize for the miscomunication, our agent tried to call at the designated time and couldn't get ahold of anyone, they will try calling again at the same time 5:30 central time. 

  Thank you 

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought a ProForm treadmill and NordicTrack elliptical both at a substantial price, along with an iFit membership. On the same day I switched both on and updated, after which neither of them would boot to the iFit screen. The error I receive is an API 3 error and after speaking to customer service they are well aware of this error, which was caused by a corrupt software update resulting in two machines in a non working order. I was placed on hold and transferred to the parts department as I was told they will have additional information, after 3hrs of wait time i was cut off.Now I have two machines which broke on the exact same day due to a corrupt software update.

  

  Business Response

  Date: 01/16/2023

  Hello- 

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with your order. We completely understand where you are coming from on this matter. 
  

  In looking into your account today, we were able to order parts for you. Your part orders are ICS9583013 and ICS9583018. You can track that at the link below:
  **************************************************************************
  
  If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  
  

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 20/12/2022-11/1/2023 and continuing Amount paid: $159.00usd Business commitment: replace the console of my Nordic Track Elite 900 treadmill Nature of dispute: wait times to speak with a customer service representative to initially schedule service even though the issue was diagnosed by myself, and then reaching a customer service rep regarding when my console would actually be sent.Issue has yet to be resolved. The third party technician performed all the same attempts to reset the console and diagnostics that I performed prior to initially contacting Nordic Track/iFit/Icon Fitness, the console was no long responsive and for no apparent reason. The tech informed me he see this often and also told me when he left that I needed to contact Nordic Track customer service at the end of the day, so they know you want it since its under warranty, and you will not be charged.After several attempts and many hours later, both via phone and online using the chat program I was finally able to speak with a representative on the phone.* Note- I was never able to speak with a customer service rep using the online chat, after a couple hours of waiting the chat bot automatically terminates my waiting to chat with a representative. I have also called many times prior to my call today (11/1/23) often being disconnect or having to disconnect after multiple hours of waiting. Today when I spoke with the customer service rep, she asked me for all the information name, address, phone, model #, serial #, part #, and lastly order confirmation ICS9570256, before finally informing me that as of yesterday the console will be shipped in 2-3weeks and not to worry I will receive it. The time line for receiving the under warranty part, matches exactly what the service tech told me, after you call them they will ship it in 2-3 weeks. Nordic Track/ iFit/IconFitness makes it very difficult to receive a warranted part, for what sound like a frequent issue.

  

  Business Response

  Date: 01/16/2023

  Hello, 

  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.
  
  

  We're happy to get this resolved. 

  Please provide a visual of the issue along with additional information about the issue. 

  Thank you! 

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2022, my iFit (NordicTrack) T 7.5 S treadmill console would no longer operate. The machine was not able to function at all given the console powers operating system on the machine completely. I have put in numerous calls to iFit and there only conclusion was to replace the whole console at my cost. There is nothing wrong with the product other than the Operating System issue that was pushed to my machine, completely corrupting the system and rendering it useless. iFit has been completely unwilling to help find an alternative solution. Over 10 representatives had me do the same reset operations, take apart the console to review wiring and still the same conclusion - the console is corrupted. The cost of the tablet is almost $500 which is 50% of the total price I paid for the machine just 3 years ago. Someone at iFit needs to take responsibility for the error/software update that has now bricked thousands of machines.

  

  Business Response

  Date: 01/16/2023

  Hello 

   

  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.
  
  

  We have reached out to our parts team requesting your order to be escalated.

  We expect your order to ship out within the next **** business days. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18723484
  
  I am rejecting this response because I have zero faith in any communication from iFit. I placed my order on 11/25/2022 after hours of back and forth with iFit having to PROVE to them that my warranty was still in place. At that time, I was told that the parts would ship in **** business days. After that did not happen I again, spend hours trying to reach the right department on the phone and using the chat feature. Each time, I was told "your order is in Quality Control Review" and will be sent out in approximatly 2 weeks.  

  We are now going on almost 8 weeks from when I initially placed my parts order. I believe that iFit is not fulfilling orders based on receipt date, but front loading those in which customers which are paying out of pocket and leaving those with warranty claims last. 

  I will not resolve this complaint until I actually see a shipping notification from iFit that my console has been shipped. I've spent too much of my time trusting the comments from iFit and they can no longer be trusted.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/17/2023

  Hello, 

  We apologize for the delay. 

  Again, we will ship our order out as quickly as possible. 

  We're happy to add the total downtime to your membership and warranty once your machine is back up and running. 

   

  Customer Answer

  Date: 01/18/2023

   
  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.

  Please add no fewer than 90 days to my warranty for parts and labor and please confirm when this is complete. If parts are not shipped out in the next **** business days, I will be filing another complaint. 

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Nordictrack **** commercial tredmill may of 2019. It has been working fine till near end of 2022. The screen went out. Paid 159 bucks for a service man to tell me the screen was basically gone. Called ifit numerous times to order a console and I even emailed. My part is under warranty. I have been trying for months to contact them with no answer!!

  

  Business Response

  Date: 01/16/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
  

  In looking into your account, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order is ICS9567517  You can track that at the following link:
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  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  
  Thank you