Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,255 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/10/2023
Type: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 ordered my treadmill (Commercial ****) (Order #NT11186861) for $3,564.68 (installation fee included) on October 24, 2022 & got it professionally installed in November. I really REALLY regret getting this treadmill. Here we are, January 10, 2023 and it's already messed up so it cannot be used. It messed up almost a week ago and I can't find a way to get a resolution. I feel BEYOND disappointed with this treadmill and company. The belt has completely slipped to the left and will NOT move back. I've done the troubleshooting they want you to do and it didn't fix it. Of course, it has a warranty because I wouldn't buy an expensive item like this without a warranty...but what's the point if you can't return it, replace it, or have it fixed??? I've made TWO service slips out of desperation (Case #****** & Case #******) and I've called EVERY SINGLE DAY. I called right when the place opens to sit on hold for hours. I've waited on the phone for more than TWO HOURS to never be answered. Of course, I haven't heard a thing. I should have never trusted this company or bought this treadmill. I'd like to return it for a return but I know I'll hear the "it's outside the 30 days so you cannot return it". That itself should have been a red flag to me. I FEEL SCAMMED. I want my treadmill fixed. If I can't get this resolved, I will take matters into my own hands... and hire a lawyer. I will not be scammed out of $3,500 for a treadmill to sit broken in the corner of my living room. *I want a refund but I can already see the "we can't do that but we will send someone out". Either way, I want the problem fixed ASAP!!!!!
Business Response
Date: 01/12/2023
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 taken care of. Have you tried aligning the belt?
Please provide a picture of the issue.
Customer Answer
Date: 01/12/2023
Complaint: 18717992
I am rejecting this response because like I stated in my ORIGINAL POST - I have tried to troubleshoot the belt like the company has told me to tell me to do (even though you offer maintenance and assistance but I cant seem to get it). It hasnt fixed it. Hence why Im not okay with the response well have tried to do this YES I HAVE!!!!!
Sincerely,
*********************************Business Response
Date: 01/13/2023
Hello,
We're happy to get this resolved as quickly as possible.
Can you please provide an image of the issue?
Customer Answer
Date: 01/13/2023
Complaint: 18717992
I am rejecting this response because:they are requesting photos of the issue - not resolving the issue, yet.
Sincerely,
*********************************Customer Answer
Date: 01/13/2023
Photos are attached to show the issue Im having.Business Response
Date: 01/16/2023
Hello,
We apologize, we are not able to provide a return. Our billing and returns team does not have any cases regarding this issue and neither does your account.
We're happy to troubleshoot and get this issue resolved with parts and service.
Please provide more information along with pictures.
Thank you!
Customer Answer
Date: 01/16/2023
Complaint: 18717992
I am rejecting this response because:the issue is still not resolved. I have put in MULTIPLE tickets to get the issue fixed - although you cant seem to find them. I have PROOF of these tickets Ive submitted as well. Case number ****** & Case number ******. Im not sure why we cant find a solution.I want my treadmill fixed or my money back. Its honestly that simple.
Sincerely,
*********************************Business Response
Date: 01/17/2023
Hello,
We apologize, both of the case numbers provided were received on January 9th. Your 30 days expired on 11/24/2022.
We're happy to get this resolved. However, we need more information in order to do so.Please provide a picture of the belt issue and we can get this resolved.
Thank you.
Customer Answer
Date: 01/18/2023
Complaint: 18717992
I am rejecting this response because:sadly, we keep having a round and round conversation about fixing my treadmill. Ive already submitted pictures of my belt being messed up. Ive done put in multiple tickets AND called. Im starting to feel your not want to fix my issue - which is making me feel Im wasting my time with these constant emails. I would like my treadmill fixed but theres not solution you seem to give me just the good ole run around.. Ive done submitted EVERYTHING youve asked for, MULTIPLE times.
Sincerely,
*********************************Business Response
Date: 01/20/2023
Hello,
We have not received a picture of the issue here.
Please provide a picture so we can then order a replacement part along with a tech to install it.
Thank you!
Customer Answer
Date: 01/20/2023
Complaint: 18717992
I am rejecting this response because:they are asking for pictures, again. I have a picture attached. The belt is moved all the way over to the left and will not adjust back.
Sincerely,
*********************************Business Response
Date: 01/23/2023
Hi ********,
We apologize there is not images coming through on our end, can you email them to me at ******************************************* so we can get this resolved for you?
Thank you so much
Customer Answer
Date: 01/24/2023
Complaint: 18717992
I am rejecting this response because:sending requested photos over via email right now. Needing proof of the issue with my treadmill.
Sincerely,
*********************************Business Response
Date: 01/24/2023
Hi ********, we have sent you an email response to your photos. Please let me know if you have any additional questions.
Thank you
Customer Answer
Date: 01/24/2023
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. They have ordered parts for the treadmill to be fixed. Once in, I should be contacted. Finally feeling like its gunna get resolved. Thank you!
Sincerely,
*********************************Initial Complaint
Date:01/10/2023
Type: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 purchased a treadmill from NordicTrack and it was delivered on Saturday January 7th. I ran the treadmill to make sure it would work before they left but I never got on it. I tried to workout on the treadmill Saturday afternoon and the belt was not moving freely when I walked on it, the belt was freezing. I called today (1/10/23) because they were closed during the weekend and I was put on hold for four and a half hours yesterday only to be told to call another number. I asked to speak to a supervisor to have them waive the fee for returning the treadmill, the supervisor told me that they would not waive any fee and that the only thing they can do is send a technician out to fix it. I don't feel comfortable with this company after the experience I had with the belt because I have had a similar situation happen and the belt always gave me problems even after fixing it. I paid $2945.80 for the treadmill and they are only refunding me $2483.95, I would like the balance refunded to me because it is not my fault that the treadmill is not working properly. I am being charged a return freight fee, a 10% processing fee, and white glove delivery fee. I should not be charged any of these fees because I was delivered a treadmill that malfunctions.Business Response
Date: 01/11/2023
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.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************
If you have any further questions, please call our Billing team at **************.
Thank you
Customer Answer
Date: 01/11/2023
Complaint: 18717838
I am rejecting this response because:
A bad treadmill was delivered to me by your company so I shouldnt be penalized and charged any fee.
Sincerely,
**************Business Response
Date: 01/12/2023
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 sent this information over to our Billing team for you and have them further review your account. They have confirmed that we have a return policy in place that we need to abide by. The return policy states If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents. If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.
You can go online at ************************************************************ to further review if you would like.
If you have any further questions, please call our Billing team at **************.
Thank you
Customer Answer
Date: 01/12/2023
Complaint: 18717838
I am rejecting this response because: I shouldnt be charged any fee for your company delivering a bad treadmill to me.
Sincerely,
**************Business Response
Date: 01/13/2023
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 Billing and ****************** regarding the fees associated with the return.
he fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************
If you have any further questions, please call our Billing team at **************.
Thank you
Initial Complaint
Date:01/10/2023
Type: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.
My wife and I purchased a NordicTrack Commerical **** years ago, paid for the additional extended warranty, and had a technician assemble it. We have been waiting since October 31, 2022, to get our equipment repaired. I can't get through to customer service ever. Last week I waited 1:45 minutes and I did not speak to anyone. It is always like this- FYI- I was just disconnected after waiting 30 minutes. Weekly attempts have been made to get answers but their customer service never responds and just leaves you on the phone for hours I suffer from an autoimmune issue and cardio works outs are important for me to maintain.On 1/10/2023 I spent 2 hours & 25 minutes waiting to speak with an iFit/Ikon Customer rep who told me that she had no information other than my console was in process- she told me that I need to speak with the extended warranty company (UTS) to get answers. She transferred me and I waited only to have that rep tell me that it is on backorder and he has no other information. He told me that he would have to transfer me back to iFit to find the answers. I am currently on hold right now. Consequently, I have been on the phone trying to get answers today for 3 hours and 22 minutes.Business Response
Date: 01/11/2023
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.
After reviewing your account, our parts team have informed us that we are due to receive a restock for the console on-2/28/23.
We apologize for the delay. We will get the part shipped out as quickly as possible once *********** has been restocked.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/11/2023
Complaint: 18716770
I am rejecting this response because: This is a terrible customer experience. It's ridiculous that I have to wait 4 months to get a piece of equipment I use 6 days a week and spent a few thousand dollars for repaired. Their solution should be more immediate- maybe consider sending out another treadmill. At a minimum- I should receive, an extension on my extended warranty, free iFit subscription, and be reimbursed for the gym membership I now have to pay for.
Sincerely,
***************************Business Response
Date: 01/12/2023
Hello,
We apologize, we are not able to provide a return/replacement as you're well outside of the 30 day return window.
We're happy to add the total downtime onto your warranty and membership once your machine is back up and running.
Please let us know if you have any questions.
Customer Answer
Date: 01/12/2023
Complaint: 18716770
I am rejecting this response because:I am not interested in waiting another month and a half for a part to come and then having to schedule a tech out which could take to 3 weeks. Realistically we are talking about a time frame from 10/31/22 tp possibly 4/1/2023. We are talking 5 months- come up with a better plan to support this equipment. Y
Sincerely,
***************************Business Response
Date: 01/13/2023
We apologize, we must continue to wait for *********** for the part.
We're happy to add the total downtime to your warranty and membership.
Customer Answer
Date: 01/13/2023
Complaint: 18716770
I am rejecting this response because:I don't feel this is a viable solution for me. If I get the part in March- my previous experience has had me waiting 2-3 weeks for a tech to show up, consequently- I may not have my treadmill running until close to April. That is 5 months without it- do you feel that is reasonable? Your not able to support the consumers who are purchasing products ( and expensive products from you)
I expect something better than this from an organization this size
Sincerely,
***************************Business Response
Date: 01/18/2023
Hello,
Again, we apologize, we will get this resolved 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.
We apologize for the delay and appreciate your patience.
Customer Answer
Date: 01/18/2023
Complaint: 18716770
I am rejecting this response because: There is no timeline for the repair. In addition and based on the poor rate of response and support for the productI want the follow:
1. warranty extended for an additional year
2. iFit membership free for a one year period when treadmill is fixed.
3. Reimbursed for my gym membership that I had to go and get. $39/ month since November of 2022. Currently at $117
Sincerely,
***************************Business Response
Date: 01/20/2023
Hello,
We're happy to add the total downtime to your warranty and membership when your machine is back up and running.
Customer Answer
Date: 01/20/2023
Complaint: 18716770
I am rejecting this response because:I asked for a 1 year extension on the warranty and iFit
Sincerely,
***************************Business Response
Date: 01/23/2023
I'm sorry we can only add the time that it was down due to repair back to your warranty and ifit membership. Thank youInitial Complaint
Date:01/10/2023
Type: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.
Dec 2022 a software update on my Treadmill Nordictrack 7.5S corrupted my console. Happned to many people and I need helping getting fixed or a new console.*******************************************************************************************************************Business Response
Date: 01/11/2023
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.
After reviewing your account it appears that a rep ordered a replacement console for you. Are you in need of additional assistance.Please let us know if you have any questions or concerns.
Have a great day!
Initial Complaint
Date:01/10/2023
Type: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 anextended warranty for both parts and labor. My Proform bike has not been functioning since March of 2022, I called the company for service and they sent parts. Then a technician was dispatched to do the work, he could not fix it and determined more parts were needed and came back once the parts arrived. This has been going on for 10 months with no progress. The same parts have been ordered a multitude of times with no change. In the warranty paperwork it states that after numerous attempts to repair the product that they would replace it, especially if the cost exceeds the price of the product, which the technician agreed should happen. The technician is the same technician that has come out to my house for the last 10 months. I have taken time off from work so I can be available to provide access to him and I cannot keep doing this.Business Response
Date: 01/12/2023
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.
Our extended warranty team is looking into submitting your case to our product resolution team.
They will be contacting you via email within the next 30 days if the form is approved.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/10/2023
Type: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 purchased a Nordictrack commercial 2450 treadmill. When it came and i put it together there is no power to the treadmill. After several calls i was put on video with a tech who had me remove the hood so he could look at teh circuit board and motor. He told me he could see it was missing a brown wire and they would send it to me and help me install it. When the package came there were 4 wires in it none brown. When i called them they had no idea what the wire i was sent were for or where they went. They could not tell me what to do with the wires. I asked for them to send someone to service it as it is brand new and im not an electriacian. They told me they do not have any techs in my area. I asked to have a new one sent and this one returned. they told me this is not an option. My only option was for me to call an Electrician and have them repair it and send them an invoice, I told them this was not satisfactory as it is brand new and They should replace it with a working machine. They again told me that is not an option i need to go find my own electrician to fix it and send them the invoice only up to 250. I asked them to provide a wiring diagram of the circuit board and motor incase i did call an electrician and they could not do that they told me to look in the manual its there. IT IS NOT. their "tech team" had no idea what i wiring diagram is. So at this point they refuse to send me a machine that works and wont service the faulty machine they sent me. They also told me it could not be exchanged because its 2023 and i bought it in 2022. Not sure where to go from hereBusiness Response
Date: 01/11/2023
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 have spoken with our service team on this, we have a new technician in your area and will have them contact you for scheduling as quickly as possible.
Thank you!
Business Response
Date: 01/13/2023
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 spoke with our Billing and Returns department about this return. They have informed us that a full refund has been processed, in the amount of $2806.92. Your reference number is ********.
This will be scheduled for pick up within 2-3 weeks. The machine must be outside of the home, fully assembled.If you have any further questions, please call our Billing team at ###-###-####.
Thank youCustomer Answer
Date: 01/14/2023
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:01/10/2023
Type: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 purchased a Nordic Track treadmill last January and paid for a 4 year extended service plan.
The treadmill appears to have a software issue that it will not work, I contacted ifit to have a technician contact me. I contacted them last Tuesday and was sent an email that someone would contact me as soon as possible.
No one has called me back. I tried to call yesterday but was put on hold for 45 minutes with no one picking up,so I hung up. I received another email that someone would contact me.
I can't use the device. no one seems to contact their customers.Business Response
Date: 01/12/2023
*******,
I am so sorry for the experience that you have had in trying to get in touch with us regarding the software functionality issue that you are currently facing. I know it is no small undertaking to get in touch with us so we greatly appreciate your diligence in doing so. That being said, I went ahead and got in touch with our iFit Supervisory team to ensure that we get one of our best reps in contact with you ASAP to get this taken care of. We have a rep who will be reaching out to you sometime around 11AM tomorrow to discuss the troubleshooting to the Console software further.
Again, I apologize for the frustration and delay in rectifying the issue. Please let me know if you have any other questions or concerns!
Business Response
Date: 01/13/2023
*******,
I checked your account to do a follow-up and was able to see it looks like someone did reach out at 11AM and completed a call with you then. I believe there may be a different in time zones, which may have led to the previous confusion. All of our reps are working under MST just for further reference.
Please let me know if you have any other questions or concerns, or if your issue was not completely rectified through the phone today. Thank you!
Customer Answer
Date: 01/17/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ******The iFIT rep was supposed to have someone else call me crack last week. They did not.
Today I called again and spoke to a rep who did troubleshoot the problem and was able to fix it.
Please close my case with my appreciation of your work and help.
Thank you
Initial Complaint
Date:01/10/2023
Type: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.
My Nordictrack x22i has worked wonderfully since Jan 2020. I did the update on Jan 2, 2023 then my belt stopped working. I spent 3 days calling and talking to a few different people who could not help fix it but did order a part. Now the machine will no longer power up at all and will not reset. *** tried for two days to get ahold of someone and cant reach them at all. I want to talk to someone there that knows whats going on and can fix my treadmill.Business Response
Date: 01/11/2023
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 taken care of. Can you please check to make sure that all wire connections are intact and secure.
Please remove the back right access panel. This can be removed by one s**** Once removed, you will see a green control board with a red LED light on it. Please let us know if this LED light is lit.
Is there any indication on the console that it's receiving power?
Is the Bluetooth button lit?
Please let us know.
Initial Complaint
Date:01/09/2023
Type: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 purchased a NordicTrack C700 in March of 2020 (model number NTL59619.0). Immediately - straight out of the box - it did not work. After spending time on the phone with costumer service said I had "bought a faulty treadmill" and they would issue me a new console. Everything gets swapped about a week later and works great..... up until a few weeks ago when iFit sent out a software update and now the "new" console is completely inoperable again!!!! I called customer service about this issue multiple times, once waiting on hold for 2 hours & 40 mins, for still no one to answer. I finally got through the next morning. After about another 1 hour & 30 mins long phone call, they told me I needed another new console and it would be $350+ shipping. After expressing that I did not feel like I had to pay that amount the individual transferred me to a supervisor. The supervisor offered me a 3% discount ($10.50). This treadmill worked perfectly fine the day before. It is insane that in less than 3 years that I have owned this machine it has needed a whole new console not once... but TWICE! I did not break this machine. iFit did. The company is at fault for this treadmill/software issue and their bad costumer service!!!!!
**Pictures of the screen are what it is stuck on, it bounces back and fourth between the two. The incline will still go up and down, but cannot get the belt to start.Business Response
Date: 01/11/2023
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.
After reviewing your account, it looks like you're no longer covered under warranty.
Did you purchase an extended warranty?
If not, any parts and/or service moving forward will have to be paid for you.
You can do so by contacting our Member Services directly or by visiting iconservice.com.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/09/2023
Type: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 purchased my ProForm treadmill with iFit in 2020. I tried to use my treadmill today and got stuck on a loading screen. I tried factory resetting it and following instructions online, but still got stuck. I found numerous threads online detailing the same issue I was having. According to other users, iFit had pushed out an update that bricked all consoles and the only solution is to order a replacement. I think it is wrong for me to have to buy a replacement through no fault of my own, when it is entirely the fault of the company.Business Response
Date: 01/10/2023
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.
Please provide a video of the issue with your display and the following information so we can get the machine registered.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:Thank you!
Customer Answer
Date: 01/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still a work in progress.They have requested the following information:
FULL NAME: *****************************
PHONE #: ************
2ND PHONE # (optional): ************
EMAIL: *********************
SHIPPING ADDRESS: ******************************************************* 63110
MODEL #: PFTL79720
SERIAL #: *************
DATE OF PURCHASE: 2020-03-27
PLACE OF PURCHASE: ProForm website
Sincerely,
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