Business Profile

Exercise Machines

iFIT

Headquarters

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.

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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:01/09/2023
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 purchased a commercial treadmill model NTL17122 on 11/26/2022. After the treadmill was delivered the belt didnt work. The screen of the treadmill states the safety key was not inserted in the machine, when in fact it was. I have contacted customer service multiple times via online submissions to absolutely no responses. When I completed the post purchase customer survey and voiced my concerns I received no response or help. I eventually reached customer service by phone and they said they would send us a new key for the machine. It has been over 2 weeks and we still have not received the new key to (hopefully) fix the issues, although I highly doubt this will solve the problem.We tried to request a return and refund and we just cannot receive any response to fix the issue. Worst experience of my life for one of the most expensive pieces of equipment I have invested in.
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.
I have gone ahead and ordered a new safety key for you and have requested that shipping is expedited for you. You can use tracking number ICS9579409 and track this at **************************************************************************
Thank you!
Initial Complaint
Date:01/09/2023
Type:Customer Service 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.
Treadmill broke. Contacted company via phone, online messages, email, and request form. The company will not call back and our equipment does not work and need repair. No service department contact can be made. Sales will answer but will not connect you to sales
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.

We're happy to get this taken care of for you.
Please provide additional information about the issue.

Customer Answer
Date: 01/12/2023
Hi I have a treadmill- Nordictrack commercial X11i Model NTL22019 Serial ************* The screen is stuck on the Ifit white screen. We have tried multiple times to reset it. We have called/ messaged almost every day and cannot get anywhere. My husband sent all the required information about the treadmill to include the purchase order, make, model, original purchase date. We need this fixed. If we do not receive the help we need, I will continue to file complaints.

- *********************************
************ and ************
********************** / **********************
Business Response
Date: 01/12/2023
Thank you for the additional information.
It appears that this machine is not registered on your account. Can you please provide your purchase date and ************** to complete your registration?
We can then proceed with getting this issue resolved.
Customer Answer
Date: 01/12/2023
It is hard to think you have no record of our machine. We purchased it through your company. Have sent multiple emails and text to confirm it. It was registered. Please see the pictures above.
Initial Complaint
Date:01/09/2023
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.
My Nordic Track ********************************* September 2022. I purchased this in December 2020. So roughly 18 months of use and about ***** miles. Still under warrant and bought the extended warranty. Called service first of October and on hold for over an hour. Did video diagnostics with them. Didn't fix the machine. Called back in November. Did another video diagnostics. Didn't fix the issue. Hired an independent treadmill repair outfit to come and look at machine. Paid $140 out of my pocket. The motor is shot and the back roller bearing is shot. Called service in December and was on hold for 1.5 hours. Got new parts ordered and it is now Jan 9th and haven't heard or received anything. I can't get my machine fixed. It has been 4 months of back and forth with Nordictrack service and still don't have my machine fixed that is under warranty. Terrible customer service and they just leave you hanging with no real game plan. They are not following through on fixing machines that are under warranty in a timely manner. Would like to send my treadmill back to Nordictrack with full reimbursement as they are not following through with their warranty coverage.
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.

After reviewing your account, it appears that the parts that were ordered are currently out of stock.
We are due to receive a restock within the next **** business days.
Your order will then ship out soon after.
Please let us know if you have any questions.
Have a great day.
Initial Complaint
Date:01/09/2023
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.
We own a NordicTrack Elliptical model #NTEL71618.4, purchased in December, 2019. In November, 2022, the resistance stopped working. A repair person from a local company came out to investigate and tried replacing the motor to the resistance mechanism (Part #******). That repair failed to resolve the problem and the representative stated the only other fix would be to replace the console - this part controls the resistance mechanism. This console part (part #******) is under parts warranty until March 18, ****. We can no longer use our $2600 treadmill or the $400 annual IFIT membership. I have called NordicTrack and been on hold for 6.5 hours today alone. The first time I called this morning I was on hold for 3 hours and was bring transferred by the automated system when I was hung up on by their system. I called back and have now been on hold for over 3.5 hours. No one answers the phone to their customer service line. It's virtually impossible to speak with a customer service representative. The new console part is over $600. It it under parts warranty. They need to replace the faulty console or the entire elliptical. The company is at fault.
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.
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. In checking on those part orders, it looks like all but one have been delivered. The part order is ICS9578673 You can track that at the following link:
**************************************************************************
If you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you

Customer Answer
Date: 01/10/2023

Complaint: 18710794

I am rejecting this response because: No parts have been delivered. It is ONE part, even though the business replied "They were able to order the necessary parts for you. In checking on those part orders, it looks like all but one have been delivered." That is misleading. I need one part. The business messaged me yesterday that they've placed the order for the one part, but that the part is "out of stock" with no information about when the part will be in stock and shipped. I will update my message after receiving information about when the part will ship or is scheduled to arrive. At this point, I still have a broken machine with no information about when the replacement part will arrive to repair the machine that is under parts warranty. Note that I certainly would not have felt the need to escalate this to the BBB if they had answered the customer service phone line. I waited on hold for 7.5 hours yesterday through their automated system just to receive a message through ******** messenger after posting this story on their ******** feed.

Sincerely,

*****************************
Business Response
Date: 01/11/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
I have reached out to get an update on your part, they have confirmed that a new shipment in expected to come in by 2/16/23. We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.
Customer Answer
Date: 01/12/2023

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:01/09/2023
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 purchased a NordicTrack Exp 7i treadmill less than a year ago. It worked up until a couple of weeks ago. When I finally got someone on the phone they helped me troubleshoot and determined the console had gone bad and that they would sent me a new one. However the person who took my information wrote down the wrong number for my address. When I contacted *** initially they said they didnt have it in the system yet. So I called again IFIT and the person who took the information(same one who put it in wrong) said that they had excalated it and it was corrected on their end. I let the weekend pass and i called *** to see if they had correct address they said no. It was still incorrect.So now I have been trying to get someone on the phone AGAIN with IFIT and they said its opens 6-6pm Mountain time, which I called 3 pm Mountain time which made it 5 pm my time. Well it said it was closed and to call back during business hours of 6-6 mountain. Tell me, this is beyond the worst customer service I have experienced. Looks like they are open to sell but not to help their customers. Really am I ever going to recommend IFIT to anyone? No way!Now I have to wait for my package to go to the wrong address and be sent back to ***.
Business Response
Date: 01/10/2023
Hello,
We apologize for your experience.
We reviewed your account and the address was updated shortly after the part order was placed.
38223 ********** ***********, ** 33542.
It is due to arrive on Thursday-
********************************************************************************************************************************************************************************
Please let ** know if you have any questions.
Have a great day!
Initial Complaint
Date:01/09/2023
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 have an out-of-warranty Nordic Track Eliptical machine that worked well for many, many months. On August 19, 2022, after experiencing problems with the machine I contacted iFit and paid $139.64 to arrange a service call to determine the problem. A representative from Assembly Unlimited arrived at my home on Oct. 3rd and did an analysis of the machine. It was determined that a part was needed to be order and I paid for an approved the order of the part. On November 27th, a representative from Assembly Unlimited arrived at my house, installed the replacement part and the problem was not resolved. A more qualified tech was then sent in from Assembly Unlimited to further evaluate the problem and a determination was made that a different part was needed. I have been most pleased with Assembly Unlimited in their professional response and especially with the fact that they can be easily contacted but I am tremendously annoyed at the lack of response from iFit. I have tried numerous times to contact IFit with no success. Today, January 9, 2023, I was on hold from 52 minutes with no answer (I finally had to hang up). I did a screen grab of the time to verify my hold time. I then went to the iFit web site and was connected with the iFit Agent Bot. After a laborious process, I was finally provided the message, "Please wait while I transfer you to an agent". This message remained on my screen from 3:31 pm to 3:51 pm with no response. Assembly Unlimited has provided me with the order number on the outstanding part but the iFit system says that no such order exists. My primary complaint is that there is nowhere to find out where NordicTrack or iFit is located so that I can even send an "old fashion" letter of complaint. I do not anticipate any contact from iFit as a result of this complaint but I simply want to memorialize the unacceptable situation (the first I have ever registered in my 71 years). All I wanted was simple update on the status of my situation.
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.

Unfortunately, since you are not under warranty the part will have to be paid for. In order to pay to the part, you must call in.
We apologize for the long hold times.
We would suggest calling later in the week.
The beginning of the week is typically our busiest.
Please let us know if you have any questions.
Have a great day!

Customer Answer
Date: 01/10/2023

Complaint: ********

I am rejecting this response because:
First, I have already ordered and paid for a part that did not work. It would seem logical that if an additional replacement part is required and advance payment is required for that new and additional part, then I should be given credit for the part that did not work. That was never even provided as an option. Second, I have no clue what part needs to be ordered since an intermediary organization (Assembly Unlimited) is responsible for evaluating the problem and determining the new part needed. I have never heard what that part is, how much it cost and whom I should pay. Secondly, it seems absolutely outrageous that there would not be a mailing address that I could simply send my payment and be allowed to order the part since the telephone system and "bot" service on the web site are totally a waste of time and unreliable. The businesses suggestion that I simply call when it is not busy doesn't present a reasonable resolution to the problem. May I suggest that someone from the company send an email or text to me to let me know what I owe, whom I should pay and when I should expect delivery. My email has previously been provided by it is: *************. My telephone number (for text purposes) is ###-###-####. My product may be out of warranty but I am still a customer and I will still be making purchasing decision on the important "after the sale" response. As a final note, I would be happy to pay the intermediary service organization (Assembly Unlimited) since they are easily accessible and seem to understand customer service but they state (just as the business does) that I can only handle the matter if I contact the company directly (although they don't answer the phone).

Sincerely,

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

Business Response
Date: 01/10/2023
Hello,
We apologize that we did not include all of the information needed.
The part that you're in need of according to the tech's report is a lift motor. Part number-******. The price of the part before shipping and tax is-$157.93.
You can purchase this part online by visiting iconservice.com.
Please let us know if you have any further questions.
Initial Complaint
Date:01/09/2023
Type:Delivery 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.
Ifit has the WORST customer service I have ever experienced. I have tried for weeks to get ahold of a representative to complete my order and schedule a technician to my house to finish the job that I have already paid for. I have been on hold for HOURS, left call back info with no call back, several request online with no help! This is awful, and Ifit should be embarrassed!!!!!!!!
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.

As your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine.
Thank you
Customer Answer
Date: 01/10/2023

Complaint: 18711801

I am rejecting this response because: This is the number that I have been calling. You are not owning up to your poor business practices. This number takes you to no mans land as it does not get answered. I have tried for WEEKS and for HOURS at a time. Yes, you bet it is frustrating. My bike has been in pieces and I can't ride it because there is no one to help. If you really want to help, please have someone contact me directly at ************.

Sincerely,

*******************************
Business Response
Date: 01/11/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
We apologize for the long wait times, due to our busy season, you will need to call into that number and they should have a call back option as well. 1-833-680-iFit (****)
Thank you
Customer Answer
Date: 01/13/2023

Complaint: 18711801

I am rejecting this response because: I don't appreciate your generic responses. You are not listening! I just hung up the phone after being on-hold for 3 hours and 14 minutes. This is a problem. Every day I call, and every day I wait at least 2 hours and get frustrated and hang up. How is this acceptable? You do not return email submissions , nor call back. Please don't give me another generic response, and actually tell me how you are going to solve the problem!!!!!!

Sincerely,

*******************************
Business Response
Date: 01/18/2023
Hello-

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

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

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

Thank you
Initial Complaint
Date:01/09/2023
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 purchased a NordicTrack Commercial **** Treadmill roughly 2.5 years ago. Was working fine. At some point in December 2022, they pushed through a software update to their iFIT console. This update corrupted the console and now the treadmill will not operate. Turning on/off, unplugging, performing a factory reset, etc. do not solve the issue. After researching, it seems that this issue has impacted hundreds if not thousands of customers. Not only of their treadmills, but any owner of NordicTrack exercise equipment that includes the iFIT software.I am trying to contact them, but there are extremely long wait times and no one is eager to help. Per other customers, this is an issue they are aware of but are reluctant to fix the issue. I would like to request for them to replace the console to the treadmill or perform whatever other repair is necessary to remedy the issue.Thank you!
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.
We have reviewed your account and have placed an order for a replacement console on your behalf. Order number-ICS9579328.
Please let us know if you have any questions.
Have a great day.
Initial Complaint
Date:01/09/2023
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.
Their customer service and support is extremely inadequate and does not help resolve any issues. I've been calling almost every week, been placed on hold for either long periods of time or getting callbacks much later than my call, and there's no resolution to the many issues I'm having with a very expensive treadmill I bought.The last person I called unfortunately had incorrect information about how to operate the treadmill or connect Bluetooth heart rate monitors, and simply refused to escalate the issue or open a ticket to have my issue resolved.I'm calling a second time about the same issue and have been holding for more than 30 minutes, without any opportunity to speak with someone.Their claims for customer service or any kind of support for a very unreliable product are simply false and inaccurate.
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.
We're happy to assist you.
Can you please provide more information about the current issue?

Customer Answer
Date: 01/17/2023

Complaint: 18711386

I am rejecting this response because:
Hi ******, thank you for contacting me. My main issue isn't necessarily with the treadmill issues, it's with the customer service. You can't claim that you have customer service that's even close to reliable or usable for any of your equipment owners. The response and hold times for calls going to iFit are far beyond reasonable. The automated message urging customers to go to iFit.com actually does not work, the website is not ready for use and most of the functions don't work.
In regards to the treadmill and my issues, along with their corresponding customer service failures are as follows:
1) Treadmill freezing, buffering for long periods of time, or crashing in the middle of a workout.
This is extremely dangerous. During a high intensity workout interval that could be less than a minute, a treadmill crash at high speeds will not drop the speed down automatically, and the user has to manually reduce the speed while running, which is very difficult and dangerous. The only alternative is to pull the safety key to completely stop the treadmill.
Failure point from customer service. I called about this several times, and the last time I called the support person helped me run a network analysis and determined my network (which doesn't present any problems for any of the other devices in my house) was not providing adequate bandwidth for the treadmill. She said that she would email me instructions or details on what needed to change in terms of router settings. As we were finishing up the call, her line disconnected (my service was fine and my phone was on speaker, so I didn't touch it to hang up), and she never sent any email or followed up. This is still an ongoing issue, but it's actually improved to not happen as often.
2) Treadmill not detecting or seeing my bluetooth heartrate monitor to connect for a workout.
I called several times about this issue and have lost hours and hours of time during the day trying to get in a workout within a limited time, to run in to this issue, call support, and sit on hold over several calls for hours throughout the day. This is also an intermittent issue. The first time I called, I would try to connect, restart, connect, restart the monitor, switch in and out of pairing mode, and the treadmill doesn't see my device. After finally reaching someone from support later in the evening, she told me that she cannot start or open a ticket for someone to help me resolve the issue because she claimed that I was connecting the device incorrectly. I tried to explain many times that I am connecting the device the same way I had always done it for well over 20 workouts, and she simply would not listen. She would not open a ticket for support and would not help me. Her name was *******
I was later able to connect my monitor without making any changes, and ran in to the same issue again two weeks later. I had three different occasions when I had one hour to complete a workout, and wasted all three hours trying to connect my device and call technical support. The only time I was able to reach someone after a total hold time of more than three hours, I urgently explained that I only had ten minutes. She asked me to install a new app to share a video of what I was seeing, then proceeded to waste all ten minutes with irrelevant questions, and told me that she would call me back after one hour. She called me back much later than this hour when I was having dinner, left a message to call back, and I ended up calling back and sitting on hold for a very long time until I wasn't able to stay on the phone any more.
All of the issues I mentioned above are still not resolved. Again, the customer service is completely inadequate and not helpful for warrantied equipment that is very expensive. Please contact me at ************ or ************************ to work through this. I am very dissatisfied with your service and urge you to improve this for myself and your other customers.

Sincerely,

***************************
Business Response
Date: 01/17/2023
Hello,
Thank you for the additional information.
Can you please send a video of the issues to *************************************** for review and reply here once it has been sent?
Thank you!
Customer Answer
Date: 01/20/2023

Complaint: 18711386

I am rejecting this response because:
Unfortunately, the videos I took of this exceed the attachment limit. Once again, I tried to call iFit support, and also tried using the original heartrate monitor that came with the treadmill, neither will work. I also tried resetting app data, which the support representatives had suggested doing in the past, and that also didn't work.
For the current support call, I'm now on hold for more than 12 minutes and am not able to speak with anyone. As I stated, the support from any method that you suggest to get help with the equipment is simply inadequate and can't be considered as sufficient for any issue.
I also got an email back for an issue that I'd submitted from the beginning of December. It's been more than a month since I submitted this request for help.

Sincerely,

***************************
Business Response
Date: 01/23/2023
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.
Can you please try shortening the video to send to us through here? Please provide additional information on the issue you're having and please send us the machines model and serial number and provide an ********************** of your receipt from the time of purchase.
Thank you!
Initial Complaint
Date:01/09/2023
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.
1/09/2023 I have a Nordictrack **** and have been trying to reach a representative for 2 weeks now. First attempt 12/30/2022. I experienced the same issue that another customer recently posted. Although, I have never been able to reach the appropriate LIVE person to get any resolution. I own a NordicTrack Commercial **** that worked perfectly until IFIT sent a software upgrade a few weeks ago and corrupted thousands of machines including ours rendering the console inoperable. I tried multiple rebooting techniques through the trouble shoot chat with NO success. I can no longer use my treadmill. Its Impossible to reach anyone after emails and phone calls, CHAT boxes. I am going on 2 weeks, I have been placed on hold for hours and hours. Transferred multiple times just to sit on hold. I have asked for managers with no success and have been hung up on. I purchased an extended warranty. I call that number and they transfer me to IFIT, then I call Ifit and they transfer me back to the ***************. It's unbelievable!! 2 weeks now! I have been told I need to order a console, through a chat box...yet I can never reach anyone to help me. Dozens of calls, hours on hold, the worst customer service I have ever experienced. I still have no resolution, cannot use my machine. I'm left with an expensive piece of junk and an extended warranty I cannot use.
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 delivery issues. We completely understand where you are coming from on this matter.
I have reviewed your account and I have ordered a new console for you. Your order number is ICS9579179.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you

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