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

2,262 total complaints in the last 3 years.
229 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/04/2023
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.
Our treadmill was rendered useless after a software update pushed out by iFit in late November. This update "bricked" the console, and although the major mechanical components like motor, incline screw and belt working perfectly fine, the treadmill does not work at all due to this software glitch. It would seem like they could push out a new patch, or restore the previous version, or email firmware to tech savvy customers to install themselves. I contacted tech support on 11/30/22 and sent a video of the console's behavior. A very helpful associate, Whitney Blaisdell, placed an order for a new console under warranty (order# **********). Five weeks later, the console still has not shipped and there has been no estimated ship date provided despite multiple attempts over phone and email. I called tech support again on 1/4/23 and was on hold for 35 minutes before finally speaking to someone. She informed me my console should ship in 1-2 weeks. I asked a clarification question and she changed it to 2-3 weeks. She then offered to help fix the console by using the Diagnostic Android Desktop mode, which I agreed. She told me to to unplug the machine for 2 minutes, when I informed her the two minutes were up, the phone call was disconnected. I tried calling back and was on hold for 20 minutes until needing to take another call. I would like to know when the console will ship and is there a workaround, even utilizing less features. Thank you.
Business Response
Date: 01/09/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and return issues. We completely understand where you are coming from on this matter.
This part is currently on backorder, however we are expecting a shipment in within the next few weeks. Once they arrive we will process orders and get it shipped out as quickly as possible for you. We apologize for all you have been through. We’re 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.
If you have any questions, you can contact our Member Services at ************** (****) with any questions.

Thank you

Customer Answer
Date: 01/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is halfway satisfactory to me. They can use more humans to answer customer service calls and test automatic updates they push out. A method to run the treadmill in safe mode if the iFit console bricks again would be nice.

Sincerely,

**** *******
Initial Complaint
Date:01/04/2023
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 own a NordicTrack commercial **** that worked perfectly until IFIT sent a software upgrade (which I did not ask for or told was coming) about two weeks ago, that made my treadmill inoperable. I can no longer use my $2400 unit. I have been on the phone and emails with them never getting any satisfaction. Finally had a technician come to inspect and told me about others also getting the same virus, I would have to purchase a new console for $600. We didnt break it they did. They need to replace the console. The company is at fault 100%.
Business Response
Date: 01/05/2023
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: 01/13/2023

Complaint: 18686204

I am rejecting this response because:Yes I will like to continue the complaint open. I through you were ordering the pair that needs to be replaced.You can contact me at **********
Sincerely,
*****************************
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 today, we see you have been in contact with one of our agents and they were able to order parts for you. Your part order is ICS9576875. You can track that at the link below once it ships.
**************************************************************************

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you

Customer Answer
Date: 01/18/2023

Complaint: 18686204

I am rejecting this response because:I just received a text in regards to a part that order. When will that be delivered to me.
Sincerely,

*****************************
Business Response
Date: 01/19/2023
Hello,
We are so glad you got the message regarding your order! these consoles are currently on backorder but we are expecting a shipment in 2-3 weeks for them and will get orders processed! you will receive tracking info once it ships.
Thank you
Customer Answer
Date: 03/06/2023

Complaint: 18686204

I am rejecting this response because:What is my status on my order?
Sincerely,

*****************************
Business Response
Date: 03/06/2023
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.

With this issue being wide spread, we currently have an ETA for the console restock 4-6 weeks.We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

We apologize for the delay and appreciate your patience.Please let us know if you have any questions.
Initial Complaint
Date:01/04/2023
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.
NordicTrack treadmill T8.5S Model number NTL11219.3 Serial number ************* Hello! Due to the software failing in the tablet on my treadmill I have been advised that I need to purchase a whole new console. I guess Im not understanding how a software fault is on me to fix or replace. I would like the console to be replaced at no cost to me as this was not an error in how Ive used my machine. Thank you
Business Response
Date: 01/05/2023
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 no longer covered under the manufacture warranty, any replacement parts and/or service going forward will need to be paid for.
You can do so by visiting iconservice.com or contacting our non-warranty team directly at-************.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/05/2023

Complaint: 18685259

I am rejecting this response because:IFit forced an update to their software that fried my console. This was not something I could control and was done at IFits negligence. There are thousands of consumers in the same boat currently. I would prefer IFit correct this instead of starting a class action lawsuit.

Sincerely,

***************************
Business Response
Date: 01/06/2023
Hello
We apologize, it has not been confirmed by our developers that this issue was caused by the update.
You will need to purchase a replacement console.
You can do so by contacting our member services team directly or going online at iconservice.com.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/04/2023
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.
I ordered a NordicTrack treadmill on November 9, 2022. Here are the order details and costs I have financed: NordicTrack EXP 10i treadmill NTL15421K1F $1,429.00 30-Day iFIT TRIAL MEMBERSHIP 1MIFITD Renews Monthly at $39/Mo 0 White ***** In-Home ******************* WGASSEMBLY Your item(s) will be delivered to the specified address, brought into your home, and placed in your room of choice. The machine will then be fully assembled and all packaging removed.$199.00 12 month iFit Extended Membership 12MIFITDU $299.00 4 YR 1001-2000 UTS4C In addition to NordicTrack's Standard Warranty $179.35 Subtotal:$2,106.35 Estimated Sales Tax*:$161.00 Estimated Total:$2,267.35 The treadmill was delivered and it was evident the white glove assemblers had no idea what they were doing. Nevertheless, they seemed to put it together and then left once I saw it was turned on. When I attempted to start the belt for my first workout, the belt didnt start. I spent 3+ hours on the phone being transferred around 4-5 times. Super frustrating!! Then, was told a warranty claim needed to be filed and I would have to pay for a technician to come see what is wrong with it. WHAT??? ITS BRAND NEW!??! I demanded to speak to a supervisor after asking politely several times. The supervisor finally got a technician scheduled (no charge!!) They came the following week and said the motor is bad and they would order a new one. The new *********** was ordered on December 5, 2022 (order # ICS9554009). Today is January 4, 2023 and the tracking information says its still processing! The week before Christmas I tried unsuccessfully to reach customer service via phone, website chat, ********* and the contact us email and NO ONE will answer. I even tried the 435 number in ***** **** and got the operators voice mail! Where are all the employees!?!?! I have also attempted to process a return and have not heard a word. Unacceptable. Fix it or come take it. IM DONE! DO NOT PURCHASE FROM THIS COMPANY!
Business Response
Date: 01/05/2023
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 see that your part order was escalated. The part will be shipping out within the next week.
We apologize for the delay and appreciate your patience as we work to get this resolved as quickly as possible.
Let us know if you have any questions.
Have a great day!

Customer Answer
Date: 01/07/2023

Complaint: 18684334

I am rejecting this response because: I was told the exact same thing on 12/21/22. Id like to keep the complaint open (and reject their response) until I receive the part that was ordered on 12/4/22!

Sincerely,

*********************
Business Response
Date: 01/09/2023
Hello,
We apologize for the delay.
We will get your part order shipped out as quickly as possible.
You can track your order at anytime at iconservice.com using your order number.

Customer Answer
Date: 01/09/2023

Complaint: 18684334

I am rejecting this response because: Im going to reject the response until Ive finished my first workout on my brand new treadmill.

Sincerely,

*********************
Initial Complaint
Date:01/04/2023
Type:Sales and Advertising 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 purchased a treadmill from Nordic track and a year subscription to iFIT with this. IFIT offers rewards for meeting certain milestones within a year and one of these is a t shirt for completing 100 workouts within a calendar year. I completed 100 workouts even if you dont count the free month of iFIT included with the purchase of the treadmill. I notified iFIT after completing this that I had not yet received the email about the milestone and to complete the information for the t shirt. I received one email back with a case number and that they would reach out to me but if needed I could respond to that email with more info. Not only did they never reach out again, but they never responded to my response and even after sending another request I have yet to hear back. The case numbers are ******** and ********. I first reached out to them december 23, 2022.
Business Response
Date: 01/05/2023
Hello,
We apologize for the mistake, our ifit team has gone ahead and resubscribed you to the alerts and also sent your info in to get that milestone for you. We apologize for all you have been through
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you

Customer Answer
Date: 01/05/2023

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:01/04/2023
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.
IFit membership automatically renewed on 11/25/22. Per iFits website, you can get a refund if you cancel within 30 days of renewal. I cancelled on 12/13/22 and also emailed the company confirming cancellation and requesting a refund on 12/13/22 and received ** a reply with a case number, so they did receive my email requesting a refund. I was charged the full amount and after calling again when I received my credit card statement showing I was charged, I was told they will not give me a refund because I should have called vs emailed. Nowhere do I see you have to call vs email to get a refund.
Business Response
Date: 01/05/2023
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.

Our iFit team is not finding any request to cancel on their end. Are you able to provide the cancellation request and the email used to do so?
Please also verify the email used for your membership.
Thank you.
Customer Answer
Date: 01/19/2023

Complaint: 18683072

I am rejecting this response because:
On Dec 13, 2022, I cancelled both online through your website while logged into my account and also sent an email. I was given a case number in response to my email of case 21436416 through your email reply. My account is under email *****************.
Thank you,
Faith

Sincerely,

*************************
Business Response
Date: 01/19/2023
Hello,
Thank you for confirming.
Our iFit team is happy to refund the change.
However, when they looked into doing so, they noticed that the charge had been disputed.
We now cannot refund the charge for 120 days from 1/11/23, until the dispute is completed.
We apologize.
Initial Complaint
Date:01/04/2023
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 am seeking warranty support for a treadmill with iFit. The screen goes into an endless loop, and the reset procedures available to users fail to reset the device. The treadmill will not function at all in this state, not even to manually set a speed. It remains stationary. I reached out to iFit over a month ago about the issue, but they did not create a support ticket. I then reached out to them again on December 11, identifying the make, model, and serial number of the machine, as well as providing my contact information and a video showing the endless boot loop on the screen. I was assigned case number ********. I have heard nothing since. I followed up yesterday via chat, but after waiting a long while to connect to an agent, she was not willing to look up the status of my ticket without me providing my model and serial number yet again. I did not have that information handy, but I said I would go get it again. Once I did, she disconnected and put me back in the long queue to wait for a different agent, refusing to look up my ticket number despite me providing it and my contact information. It appears that iFit wants this process to be as difficult as possible. In any event, all I want to do is schedule service and, if necessary, have the defective components replaced under the parts warranty that is still in effect on my machine. I have been unable to even get that far due to iFit's convoluted procedures for attempting to obtain warranty service.
Business Response
Date: 01/04/2023
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 reached out to an IFIT agent and it does appear you do need a new console. They have ordered that for you, your order number is ICS9574814.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 01/04/2023

Complaint: 18681895

I am rejecting this response because: Ordering the part is a good start, and I appreciate it. But the response does not include any information about replacing the console once I receive it. Will there be instructions on how I can replace it myself, or will I need to schedule a technician to replace it? If a technician is needed, please work with me to schedule one.

Sincerely,

*********************
Business Response
Date: 01/06/2023
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.
The instructions on installing the new console are in the assembly section in your users manual. You can also check out our ******* channel ******************************************************** for many helpful videos. As you are not covered for labor under the manufactures warranty, we are unable to set up a technician. You can contact our non warranty department at ************ to have service set up or if you have an extended warranty you can contact our extended warranty department at ************** if you need assistance installing the console.
Thank you.
Customer Answer
Date: 01/07/2023

Complaint: 18681895

I am rejecting this response because: Thanks for letting me know that the instructions should either come with the part or can be located online. I'll give it a try once I get the part. If the part comes and works properly, I'll resolve this BBB complaint favorably.
But if I need a technician, I would like your help to schedule it. This BBB complaint is against iFit as a company, not against the "warranty department" of iFit. Telling me that non-warranty issues are not in your department and directing me to another department that is known for being non-responsive (based on the litany of complaints I see about it online - not necessarily from my personal experience) is not going to resolve a complaint against iFit as a whole. I hope a technician won't be necessary, but I mention this as a separate reason that I am not resolving this complaint right now.

Sincerely,

*********************
Business Response
Date: 01/09/2023
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 the machine is not covered under the manufactures warranty for labor, if a technician is needed you will need to call into our non warranty department at ************ to purchase a service order.
Thank you.
Customer Answer
Date: 01/09/2023

Complaint: 18681895

I am rejecting this response because: Yes, I will pay for a technician if one is needed. My issue with iFit's response to my complaint is not about payment. It is about saying that I need to reach out to another department within iFit to schedule the technician when the company makes it so difficult to actually do so. Like I said before, this is a BBB complaint against iFit as a whole, not against the warranty department within iFit. To resolve the complaint, I'll first need to receive the part. I'll then attempt to figure out how to replace it myself. If the replacement procedure is not clear, then I will want iFit to schedule a technician. I do not intend to accept iFit's response to the BBB complaint until either I or a technician has replaced the part.
Please let me know the status of the replacement part order. I have not received a shipping notice or other status update on its progress.

Sincerely,

*********************
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 do understand however, if service is needed you will need to contact our non warranty department to have that set up. The console is currently on back order so once we receive a shipment we will have it sent out as quickly as we are able.
Thank you!
Customer Answer
Date: 01/11/2023

Complaint: 18681895

I am rejecting this response because: I will continue keep this complaint open until the issue is resolved, which means that I will continue to reject iFit's responses until they resolve it. I am also not accepting the "you need to speak with a different department within our company" type of response I've been getting so far. But since we don't know whether we need a technician yet, that issue isn't quite ripe. How long does your company estimate that it will take to get the backordered part?

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 and machine issues. We completely understand where you are coming from on this matter.
We don't have an exact ETA on this part however, we expect to have it shipped out in 1-2 weeks. Once it ships you an enter your order number in at iconservice.com to track it.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 01/11/2023

Complaint: 18681895

I am rejecting this response because: Thanks for letting me know the shipping estimate. To keep this complaint open until I get the part and everything is resolved, I'm rejecting iFit's response.

Sincerely,

*********************
Initial Complaint
Date:01/03/2023
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.
Despite my treadmill being within warranty, NordicTrack has not given service. I was given a case number (*********) on 12/14/22 but have yet to get a call to have a tech lined up for my brand new treadmill. I waited for 3 hours (!!!) tonight waiting for an agent to pick up my call. The websites chat bot never connected me with an agent after multiple attempts.
Business Response
Date: 01/04/2023
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 ar happy to help, the case number provided did not have any kind of infomation regarding the issue of the machine. Please tell us what's going on with your machine and please confirm the model and serial number off the machine so we may better assist you.
Thank you

Customer Answer
Date: 01/04/2023

Complaint: 18679816
The case number was tied to my NordicTrack Commercial **** treadmill. The Model No. is NTL17219.6 and the Serial No. is *************. The treadmill stopped operating. It simply won't turn on. Beyond that, I don't know what is broken.

Sincerely,

*********************************
Business Response
Date: 01/04/2023
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. The part order is ICS9574279 You can track that at the following link:
**************************************************************************

We were also able to set up a service order for you. That service order number is SO-*******. Please allow 3-5 business days for the tech to reach out to schedule your appointment.

Were happy to add the down time to your warranty and 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 machine's warranty for the time that it has been down for repairs.

Once your service appointment has been completed, 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:01/03/2023
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.
My Nordictrack treadmill (Model Number: NTL17919) stopped working around Nov 22, 2022 after iFit released a software upgrade. I called multiple times and finally a technician was able to diagnose the problem and told me I need a new console. The console was ordered on Dec 2, 2022. I received the order Confirmation ICS9553023. I have been tracking this order to no avail; still processing, no shipment date or eta. I found out that many other customers are facing the same issue. I've chatted online and made multiple calls. Always on hold or being transferred to another customer service rep without any resolution. I had to pause my iFit subscription since I'm unable to use it and don't want it to run out; it's an annual subscription. The timing is less than ideal since it's winter time and that's when I use my treadmill the most since I cannot walk outside due to the cold. Please reply with a non-standard response but actually with a resolution. I appreciate any help! My machine is still under the extended warranty that I purchased.
Business Response
Date: 01/04/2023
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 escalated this with our parts team to ensure your order ships out as quickly as possible.
Your part order will ship out within the next **** business days.
You can track your order at anytime at iconservice.com.
We apologize for the delay and appreciate your patience as we work to get this resolved.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/03/2023
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.
We purchased a Proform Treadmill PFTL99518 on 3/20. The item was not delivered until 6/20 (very late). The treadmill uses a computer console to deliver unnecessary iFit app software and now that console is broken. With the console malfunctioning, we are not able to use the treadmill even though all parts of the treadmill are fine. We are a prisoner to the console. While on the line with a representative, we performed a few clumsy steps to reset the console and were unsuccessful. The representative informed us we are outside our manufacturers warranty (by six months) and would need to purchase a new console for approximately $600 not including tax, shipping or installation. The entire repair would be close to $1000, which is $500 shy of our total purchase price in March, 2020. The malfunction is not a result of user error, poor maintenance, or age. As a consumer, we did nothing wrong. Proform should be responsible for their computer hardware and software if properly maintained. Charging almost the entire purchase price to repair is unacceptable and they are taking advantage of customers.
Business Response
Date: 01/04/2023
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.

However, since your machine is no longer covered under the manufacture warranty, any replacement parts and/or service going forward will have to be paid for. We apologize.
You can order your replacement console by visiting iconservice.com or by calling our non-warranty team directly at-************.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/04/2023

Complaint: 18679187

I am rejecting this response because:
The company automatically updated the software on the console, causing it to not function. This is a manufacturer/developer error, not a consumer issue, and is effecting countless Proform customers. It took only a few minutes to find hundreds of online threads discussing the same problem. Everyone is experiencing a frozen console screen, with no reliable way to reset the component. The company needs to take responsibility and update the software appropriately or replace the consoles with a tablet compatible with their new software.
This issue is a direct result of a manufacturer error in updating their technology. Either provide a solution to fix the console, or a way to bypass it. All other treadmill components would be functional, for thousands of consumers, if it was not for the carelessness of this company. The solution should never be to ask the consumer to spend money on something they did not break. Not only is it an unreasonable request, but the replacement console is not even available.

Sincerely,

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