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

2,173 total complaints in the last 3 years.
218 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:01/04/2023
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,

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

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