Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:01/03/2023

  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.

  Tried contacting customer service they dont answer. Bought a new bike proform 500 spx brand new yesterday and tried to contact customer service for support on the item because it made a screeching sound. I tried live chat, waited 1 hour to be 2nd in line for them to disconnect me. I thought it was the connection but it happened 3 times just as i was next in line. Then tried calling, 3 hours on the line and no one picked up. I made 3 service tickets and no call backs or attempts to contact me. Do yourself a favor and dont buy from this company, its not worth it. Cheap products fall apart within hours of purchase

  

  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 would be happy to get a tech out to look at your machine, can you please verify the model and serial number off your machine, as well as send us a video of the noise? That way we can provide as much info for th tech so we can get your machine back up and running. 

  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 
  
  

   

• Initial Complaint

  Date:01/03/2023

  Type:Order 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 bought the NordicTrack electronic adjustable dumbbells in July from Amazon for approximately $350. They were used them MAYBE once a week, probably less, and they broke in November. I was on the phone for 3+ hours (on hold multiple times for 30+ minutes which I can only assume was a tactic to try and get me to quit). They had me doing all of this ridiculous stuff to "prove" they were broken. Sending videos, downloading apps to "FaceTime me so I can show them"...I AM NOT KIDDING. I finally put my foot down and said I wasn't doing anything else and to send me a new one of whatever they think is the problem. They sent a new base. Same problem. We call over and over the next few days, only to be tried with the same tactics. We called to ask for a refund and they send us TO A DEPARTMENT THAT WASN'T EVEN OPEN. Every call was 1+ hour mostly on hold. We tried 2 more times since then and they were "closed for the holidays." We tried again today and can't get anyone. It is obvious at this point that they are completely avoiding giving us our refund which is entirely within warranty.

  

  Business Response

  Date: 01/04/2023

  Hello-

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

  I have looked over your account and see you were assisted with this as of yesterday and this was ordered for you.  Your order number is ICS9573779 and you can track it at iconservice.com

  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

   
  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, for the most part. Yes I did FINALLY resolve the issue but the business tried their hardest to not let that happen. Many tactics, like sending us to departments that were closed (forcing us to call again and wait on hold for another hour), keeping us on hold for 40+ minutes to check our account,, etc. were used to attempt to get us to drop the issue so they would not have to fulfill their promised warranty. We did finally find a competent employee who was able to send us the equipment we were entitled to, but only after 2+ months of calls, back and forth, being bounced all around by their customer service, and over FIFTEEN HOURS OF OUR TIME WASTED. To me that is unacceptable and down right shady. So yes, we did finally get the problem resolved but that is ONLY due to our persistence and patience with people who were trying to get us to quit. Unfortunately they chose the wrong ones. For this problem to truly get resolved, they need to actually have a customer service department. Because whatever that was that we were subject to was not customer service. 
  
  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.

  NordicTrack treadmill purchased 2/25/2020, model #NTL7919, serial #*************, Manufacturer: ********************** Extended Warranty Agreement Effective 2/25/2020, Agreement #: ********, Expiration Date Labor: 2/25/2024, Service Option: **************** Agreement Price: $199. On December 14, treadmill video console would not advance past the white screen with Ifit logo. I contacted customer service who diagnosed the issue as "software" and not "hardware." I was then transferred to Ifit software ***** rep named *************************************, who instructed various "tap 10 times wait 6 seconds then repeat" followed by "tap 15 times wait 7 seconds then repeat." When the video console would not work, I was instructed to do a "paper clip/pin" factory re-set by the customer service rep in the software ***** When this also was not successful, I was asked to do the process again, video tape myself doing the process and email the video to ****** to escalate for a new console to be shipped to me. I was told in writing with her email expect 2-3 weeks for shipping of the new console, and then installation in your home thereafter. ****** also confirmed she spoke with her supervisor to expedite shipping for me as I use the equipment for health reasons. I heard from the local Ifit repair/installer on December 20th who was following up on my console and that they were awaiting my receipt of said console to install in my home, switching out the non-functional console. She said her company was my local service provider for Ifit and would also remain vigilant on the console shipment that showed no activity that week.I contacted the "link" from the confirmation letter for console replacement and spoke to ********************** from Ifit who confirmed the consoles were to be received from backorder on December 26 and to contact her thereafter to confirm my replacement console would be moved from "in-process" to "shipped" following a QC. Today again checked the status and there is no activity. I contacted customer service and spoke to ***** in the **** office who said due to layoffs in shipping and layoffs in QC, expect 6 weeks. Nobody at Ifit or NordicTrack can provide any firm information and hold time is in excess of one hour to speak with a rep and no emails have been returned to me since 12/20 by ****** or ******* about any updates.

  

  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.
  

  I have gone ahead and submitted a form on the part for you.  We are expecting to have it shipped out to you within **** business days.

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you
  
  

  Customer Answer

  Date: 01/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution may be satisfactory to me. HOWEVER, I have been told ONE WEEK as of December 16th when first making contacts with Ifit/NordicTrack. Contacting customer service takes HOURS for any response and the stories are vague, and untruthful, when I am told my order is in process to be QC'd and shipped out.  

  It is 1/6...no part has yet arrived to me as yet from the 12/16 promises.  Therefore, I would like a follow up name/direct phone number to contact if in one week from today (Friday, January 16th) I DO NOT receive the said replacement console (as was originally promised on 12/16 to happen in "one week's time" as well).  

  It is now THREE weeks since my initial contact so I have little faith in this process but have no alternative but to hope the BBB will encourage Ifit to be honest and transparent at this point. 

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

  Customer Answer

  Date: 01/17/2023

  I am again seeking assistance for my original complaint ID number noted above. Purchased 2/25/20, model #NTL7919, serial #*************, purchased extended warranty for $199.

  
  

  12/14/22 - contacted Nordic Track/Ifit spoke with *************************************, was told **** days new console would be shipped to my home; service company to install in my home per my extended service contract. (this was after many iterations of trying to re-set to factory settings with a paper clipping, on/off, tapping exercise proved futile).

  
  

  12/16/22 - part order creation date for part #****** email was received by me for order #ICS9562762.  (FYI: No change of status for this order number to date online.)

  
  

  12/17/22 - Fitness Machine Tech (local service provider) called me to advise they are tracking when/where my new console is for them to install at my home. They see no movement at this time.

  
  

  12/20/22 - Having no change of status, contacted ****** again.  **************** 2-3 weeks per her supervisor to ship console that was to originally be **** days email received by me.

  
  

  12/20/22 - per ********************** at Ifit customer service phone number from the console order email, all consoles backordered until 12/26; contact her back for status after 12/26 (she sent me an email to easily respond back to her directly).

  
  

  12/27/22 - I emailed ******* as she suggested to confirm receipt of consoles to their warehouse for QC before shipping to me; no response to date from her. No change of order when checking online link. No response.

  
  

  12/27/22 - contacted ifit customer service number, again on hold OVER ONE HOUR....finally spoke with **** office, per *****, due to layoffs in QC and layoffs in shipping for Ifit, expect 6-8 weeks for this console.  He offered to have me cancel my service contract and refund a pro-rated amount back to me.  Very unconcerned and rude.

  
  

  1/3/23 - I contacted both ****** and ******* again via email to desperately seek answers as to where the console replacement shipment status was; no reply by either party to date.

  
  

  1/3/23 - filed BBB complaint ID # ********

  
  

  1/6/23 - approved BBB response to resolve this complaint which was in writing by Ifit that they were going to have the console (again) shipped (as promised initially 12/14) in **** business days.

  
  

  1/17/23 - NO update to order number status online at Ifit.  Service installer in my area scheduled to install item has no update/they haven't been notified by Ifit of console being shipped so they can schedule install in my home.  I am on hold 68 minutes at this time with the same hold music that offers press "1" to have someone call you back -- they do not.  I call back hours later and decide to hold instead to speak with someone live and nobody ever picks up.  This is not customer service, it is lunacy, after over one hour.

  
  

  I must have an update.  I require this Nordic Track treadmill for a medical reason (type 2 Diabetes) daily walking.  This non-functioning console part controls the ENTIRE treadmill and it will not work at all without the console....so I have nothing to walk upon and am beyond the month now and my patience over and unfortunately I must have this expensive treadmill working asap for medical reasons unable to be outside in cold, snow and ice of the Northeast.  

  
  

  PLEASE advise me how to get this ongoing matter fully resolved and the console received/installed into this treadmill after OVER ONE MONTH from when I was originally promised.  The BBB was helpful to mitigate initially; however, there is no further follow up option and the vendor has no complied with their promise, again.  Does a new BBB case need to be opened?

  
  

  Thank you, 

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

  
  

  

  Business Response

  Date: 01/17/2023

  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 looked over your account and do see a form was approved on 01/06.  We expect to have the part shipped out to you by the beginning of next week.

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

  Thank you
  
  

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18676391
  
  I am rejecting this response because I contacted the Ifit **************** Line this morning on hold for 68 minutes straight until I pressed "1" to have a rep call me back.  ***** from Ifit did call me back an hour later and looked up my order number/part number and assured me on a recorded line he said that they expect the consoles in around the second week of FEBRUARY.  

  Your communication of a replacement console order of 1/6 assurance to ship to me "next week" defies the original assurance of 12/26-- and in the BBB complaint response it was quoted as 7 to 10 business days from my complaint of 1/3 (your response of 1/6).  

  It is now January 17 and you again are moving the target date to yet another week.  The hyperlink to the order page for my shipment remains as not fulfilled.  I cannot trust each reply from Ifit, and opening the "closed" BBB file was my only alternative to get Ifit to respond!  

  I must have written assurance of exact date, full assurance from a supervisor, as to when my console is arriving.  The NordicTrack is inoperable without this console.  This month long delay is now over as I have no appetite to continue to play games projected/pretend shipment dates any longer as I need this treadmill for medical reasons as I have explained since December 16th.  It is now a one month delay full of empty promises and missed shipment dates by Ifit with no regard to its customers.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/18/2023

  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 are unable to give an exact ETA of when the part will arrive to you.  We do expect to have your part shipping out to you next week.

  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: 18676391
  
  I am rejecting this response because: Ifit communicated it expected parts to ship 12/16 (didn't) and after 12/26 (didn't) and after 1/6/23 (didn't).  STILL NO PART to my home and it is January 18th.  I cannot accept no ETA but an "expectation" once again and no delivery date to my home of said expectation.  If part is truly shipping next week, you'd know if it was in stock.  According to ***** in Ifit parts and service....NO PARTS coming into stock until MID FEBRUARY.  Customer Service replies to ********************/customers is not truthful.  This entire complaint started DECEMBER 16.  It is JANUARY 18.  Your word is untruthful and I am hopeful BBB will get to the root of this series of lies -- and no shipments of replacement part (much less when is that getting installed to my home?) -- and a broken treadmill for 6 weeks.  LIES LIES LIES and I don't believe Ifit at all.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/20/2023

  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 did have a build and ship form approved on January 6th for you.  As this was approved we are able to get the part out to you quicker, it does still take about two weeks to have it built and shipped.  We do expect to have the part shipping to you next week.  

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you
  
  

• 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.

  IFIT Membership via PROform is a SCAM. I cancel my memberrship and they still continue to bill me. I dont even use the bike. To top it off u can only get a live agent to speak if you are purchasing a bike. Other departments such at the billing u will be on the phone for hrs until your phone battery dies. No one ever answers. All I want is my money back and to stop the subscription.

  

  Business Response

  Date: 01/04/2023

  Hello-

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

  
  In looking into your iFIT account this morning, The monthly charge you received has been refunded and payment methood has been deleted.

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you 

   

  
  

• 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.

  I have a Commercial treadmill that is less than 3 years old. IFit did an update a couple weeks ago and since then Ive had nothing but issues. About 1.5 weeks ago, the screen went completely black. The Bluetooth still blinks blue so clearly it works. I tried a hard reset, confirmed the wires/plugs all work. Nothing. Ive called like 20x. Each time, Im put on hold for hours! Ive reached someone today, who transferred me to their services team. Ive been waiting for an hour. Still nothing. I emailed them. Nothing. I called last week and was on hold for 2+ hours before I finally hung up. They broke it with their faulty upgrade and now I cant get ANY help! I spend thousands of dollars for this machine and I cant get anyone to help. This is their fault and they are offering NO help.

  

  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 today, we were able to order a new console for you to resolve your issue. Your part order is ICS9574112. You can track that at the link below:
  **************************************************************************
  
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  
  Thank you
  
  

  
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18676584
  
  I am rejecting this response because:Hi please do not consider this resolved. 

  I have not received any parts from IFIT. They send me a parts order confirmation that stays in progress. This was sent to me on 1/4/2023. As of 1/13/2023, there is NO parts shipped and I still cannot get anyone on the phone or to help by chat. I waited another 2.5 hours on their phone support trying to get an update and I cant get through. They need to send the part immediately and thats not happening. 

  
  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.
  

  As we are experiencing high volumes of this console, they are currently on backorder, your console will ship out as soon as a new shipment comes in. We apologize for the wait. 

  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: 01/17/2023

   
  Complaint: 18676584
  
  I am rejecting this response because:

  1) how long is the back order? Can they at least give a timeframe? Are we waiting 2 weeks, 6 months, 1 year? 
  2) yes, absolutely add extended warranty  

  I am signed up for a gym as a result of this. Its been a month with no resolution. And, I would prefer not to have to pay premium costs for a gym when I paid $2500 for a treadmill  

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

  

  Business Response

  Date: 01/18/2023

  Hello, 

  We apologize the best estimate we have is 2-3 weeks for the shipment to come in and to fullfill orders. 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. 
  
  

  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.

  I ordered a S27i studio cycle bike on the 10th of December...on the 19th of Dec I talked to a person in *** telling me the bike was there and they would call after Christmas to set up a date to deliver and set up bike...when i called back all of a sudden the bike was lost and could not be found...they wanted to reissue the order and I had to wait another 3 weeks in order to get bike...if i wanted to cancel the order then would have to pay cancel charges for the bike...none of this was my doing and Nordictrack really did not help or would even try to rush the order ...really bad customer service

  

  Business Response

  Date: 01/05/2023

  Hi

  
  We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed as of this morning (01/05/2023) in the amount of $2953.37 with confirmation number 60357675  No fee's were applied.This refund should reflect on your account within **** business days. The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at. 

  If you have any further questions, please call our Billing team at ************.

  
  Thank you

  
  

• 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.

  Following up on original BBB Complaint ID: ******** Filed: 11/11/2022 Upon the initial BBB complaint, iFit offered to repair our Commercial x32i Treadmill under SO-******* on 11/21/2022, almost one month following the initial communication to iFit advising of the product defect. We accepted this resolution on 11/21/2022.As of today, 01/03/2023, there has been no communication from iFit regarding the repair status.When we attempt to contact iFit, we sit on hold for 45 minutes and are unable to reach a representative. The iFit online chat feature is also non-responsive.We are disgusted with the product and the level of customer service from ************************* a repair part and technician can not be provided in the next two weeks (by 01/17/2023), we would like the entire unit replaced, or a refund for the unit. iFit is welcome to take the defective unit away if a refund is issued.The latest reference ID: **********

  

  Business Response

  Date: 01/05/2023

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

  We have reached out to our parts department regarding your order. They have confirmed that these parts are now being built and getting ready to ship. We have submitted a form to get this escalated for you. This form has been approved. Please allow **** business days for shipping. 

  Thank you 

  
  

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18675907
  
  I am rejecting this response because:

  We were advised that parts were being received into inventory over a month ago and that they would ship shortly.  You are now saying that parts are being "built"?  Where are these units being built, domestic or abroad?  In any case, we are highly skeptical that our current unit will be repaired within the designated timeframe.

  You have current units in stock and immediately available for delivery.  

  
  
  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.
  

  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents. You can go online at ************************************************************ to further review if you would like.
  
  The part will ship out as soon as possible for you. We apologize for all you have been through. 

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you
  
  

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18675907
  
  I am rejecting this response because:

  Having you revert to your default **************** response is pitiful.  It is abundantly clear that there is a larger product deficit of this model (or entire product line) that you are unable to address and are pushing the issue back on your customers.  Based on your inability to answer my question regarding the product inventory, I am also concluding that you have no idea when parts will become available and have been misleading about your past **************** communications.  I will not accept a response until the nearly $5,000 purchase I made from your company is properly repaired and functional.  I will also do everything I can to alert other consumers about your product and the organizational response and product support.

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

• Initial Complaint

  Date:01/03/2023

  Type:Product 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.

  My NordicTrack Commercial **** received some kind of update from iFit and now is inoperable. The screen just flashes the iFIT logo and manually resetting it does nothing. I've been trying to get help with this issue for half a day now but just keep getting the run-around from ifit/nordictrack support. Now I have a 3 year old, two thousand dollar paper weight thanks to them doing a crappy job pushing software updates. I just want to use the treadmill I paid for.

  

  Business Response

  Date: 01/04/2023

  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: 01/04/2023

   
  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. Additionally, the business reached out to me late yesterday and are shipping a replacement console for the unit which should resolve the issue. 
  
  

   

  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.

  I purchased a NordicTrack treadmill in Feb. 2020. Everything was working fine until A couple days ago. The ifit tablet stopped working. I called the customer service line to get a resolution, they didnt even troubleshoot the problem. They told me I needed a completely new console and it would cost me $500 plus shipping and handling because it was out of a one year warranty. I literally bought this machine 2 years ago and had no issues whatsoever and now I am having to pay for a software issue that I didnt cause? *** read that this has recently happened to several others and even one case where someone who was an engineer couldnt fix the tablet breaking it apart and putting it together. The only solution has been people have to pay for a brand new console or they have a $1200 clothes hanger. This is ridiculous for those who use it for therapy, recovery and health. Now I cannot afford to get a new console replacement for no fault of my own. My resolution would be they send me a free replacement console for the trouble this has caused us.

  

  Business Response

  Date: 01/03/2023

  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 looked over your account and I do see your manufactures warranty for parts expired on 06/06/2021.  We are unable to order any parts or service as your warranty has expired.  Please contact our non warranty department at ************ or you can go to iconservice.com to order any needed parts.

  Thank you!

• 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.

  Bought a new treadmill, put it together, it didn't work. Called the help line number, it said to go online. I go online to ifit.com and it requires me to buy a subscription before I can do anything. It will not connect me to anyone without a subscription. I called ********** back and I'm on hold for 2 hours. At which time the tell me is has a bad part and will ship it asap, DO NOT RETURN TO STORE. I bought this 11/19/2022 at Academy in *************** **. I still do not have the new part and it still does not work. I have called back several times to just sit on hold for 4 hours at then disconnected. I want a full refund as I not have a massive $762.44 paperwork. I can not talk to anyone to get this fixed.

  

  Business Response

  Date: 01/03/2023

  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 make sure your part is shipped out as quickly as possible. 

  We apologize for the delay and appreciate your patience. 

  Please let us know if you have any questions. 

  Have a great day!