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

  
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  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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  iFIT

  230 S Main St. Highlands, TX 77562

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:01/02/2023

  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 NordicTrack Commercial ****. I used the machine regularly without issue through the summer of 2022, last using the machine in August 2022. After being away from home for several months, I returned to find the machine with a white iFIT screen and not responding to touch. I followed NordicTrack's instructions and completed a hard reset. The hard reset resulted in the screen flashing a robot and API 3. NordicTrack informed me this indicates my tablet is corrupted and that I need to replace the entire console for the cost of $451.35. Further, the part is unavailable at this time and shipment would be at an unknown time. The machine can not be operated without the tablet, rendering it useless along with my $180 iFIT membership. NordicTrack acknowledged corruption of their tablets is "a very common occurrence." It is clear that NordicTrack's own software updates is causing such corruption across their own devices yet they fail to accept responsibility or present acceptable solutions to machine owners. NordicTrack broke this machine, yet they want me to pay for their damage. I would like the console to be either replaced free of charge, or replaced at a discounted cost with a 2 year warranty.

  

  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're happy to look into this. Please verify the machine's model and serial number. 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18673195
  
  I am rejecting this response because: the response does not resolve the complaint. As requested, the model number is NTL14119.1 and the serial number is *************. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/04/2023

  Hello, 

  Thank you for the additional information. Can you please provide a proof of purchase? We do not have a location on file of where the machine was purchased from. 

  Thank you. 

• Initial Complaint

  Date:01/02/2023

  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.

  I bought a Pro R10 Proform rowing machine on 10/10/22 and received it (and a second machineIll get to this later) within a couple weeks. I bought it on a promo where the machine was free with the purchase of 2-years of the iFit service. After I assembled it and used it a couple times, the machine would no longer boot up and the screen was just flashing the iFit logo. After several phone calls with iFit support (all of whom were very nice) I was told my machine was broken and theyd send me a replacement console (just the screen bit that was broken). This was back on 11/4/22.It was also during this call that I mentioned the second machine that was accidentally shipped to me, and the pending charge on my account for it. Since the machine I was using was broken I asked if I could just open and use the other machine, but was told no. So the support folks set up a crew to come pick up the second machine. I was assured that my replacement console would arrive soon.I called back on 12/2/22 since my replacement console still hadnt shipped. Again I was told it would arrive soon. At this point I asked for reimbursement for the 2 months of iFit that Ive paid for but havent been able to use since the machine is broken. I was given $67.65 credit. Now, another month later and still no replacement console and again Ill need to make a monthly payment for a service I cannot use. I did try the machine again today to see if it works and while it did boot up, the apps kept crashing and the information on screen was glitching.Ideally, Id love a full refund for this equipment since Ive lost full faith in this product to work and the support to be timely. The machine was broken (and I was promised it would be fixed) during the return period so according to iFit I cannot return it anymore. Id also accept a full (timely) machine replacement since it seems a full machine can be sent faster than a replacement part, but Id prefer a refund.Thank you for your time and help!

  

  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.

  After reviewing your account, it appears that the console is currently being restocked. We've reached out to our parts team requesting them to escalate this further to make sure your order is shipped out as quickly as possible. 

  We apologize for the delay and appreciate your patience. 

  Let us know if you have any questions. 

  Have a great day! 
  
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18670862
  
  I am rejecting this response because:No timeframe was specified on when this item would be received by me. I do appreciate how nice everyone has been during this situation however Ive been told this before and the console hasnt shipped. At this point either a full refund or a full replacement unit (since getting a whole new rower took only ~7 days) would really be appreciated. Thank you again for your time in this matter!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/04/2023

  Hello, 

  We apologize, we have escalated your part order with our parts team and will get your order sent out as quickly as possible. 

  You can track your order at anytime at iconservice.com with your order number. 

  Let us know if you have any questions. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18670862
  
  I am rejecting this response because:This is the same response I was given before, and the same response Ive been given in the past by your support staff. But Im still stuck without a working machine and no idea when it will be corrected. I would have just outright returned the machine during its return period after it first broke but I was assured that replacing the part wouldnt be an issue. Which is made even more frustrating when I had, in my possession, a 2nd machine that was sent by accident that I was told I couldnt use. 
  

  again, due to the facts that my machine was moreorless broken from the start and the repair or parts replacement time is so lengthy, Im truest just looking for a full refund. Id be more than happy to arrange for this machine to be returned to you, as well. I have lost full faith in not just the ability for this rower to work, but in the support that I will get if/when it breaks again. If a specific, reasonable date of when I will get this replacement cannot be provided, please just send me a refund. Thank you again for your time.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/06/2023

  Hello, 

   

  We apologize for all you have been through. 

  We have contacted our billing and returns team and they have processes a return for you in the amount of $1285.35. Confirmation number- ********.

  Please know that the carrier will contact you within 2-3 weeks to schedule pick up.

  We require the machine to be available outside of the home, fully assembled at the time of pick up. 

  Please let us know if you have any questions. 

  Have a great day! 

  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 is satisfactory to me, pending the pickup and refund of the rower. Thank you very much for your help!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NordicTrack **** Commercial Treadmill from a ******* Fitness for ******* on November 21, 2021. At that time I paid ****** for delivery that included set-up. I had previously set-up a different treadmill and felt like this impacted the life of the machine so wanted a professional to do it for convenience and to ensure that it did not have any issues following set-up. The user manual says I am to contact ********************** for support and not the store. It appears that this is actually IFIT. Since purchasing the treadmill it has broke twice in the first year of purchase. The first time was a software issue that required me to spend time on the phone self-diagnosing and fixing the issue. The second time appeared to be mechanical and occurred in November while the treadmill was still under warranty. I first reached out about this on or before Nov. 14, 2022. The belt stopped moving when I was running at a high rate of speed and would not re-start. Since then I have have spent hours on the phone and trying to reach IFIT through chat and email to get my treadmill fixed. They made me self-diagnose initially over my objection. I eventually gave in only to have them agree to send me a part and schedule a tech. A tech has never reached out to schedule. I have spent hours trying to follow-up. Eventually they reached out with the contact information for the tech but no one answers the phone. I tried to install the part myself but the treadmill still does not work at high speeds. I have a very expensive piece of equipment that does not work the way that it is supposed to and a non-responsive business that has not been able to fix the problem without wasting hours of my life. I would prefer a refund that I could use to purchase a different machine from a different company. I have no faith that it will stay fixed even if they resolve this issue or that they would promptly respond. My serial number is *************. My tech service order is SO2693237.

  

  Business Response

  Date: 01/05/2023

  Hello-

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

  
  This morning we have contacted the assembly company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

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

  
  Thank you
  

  
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18669787
  
  I am rejecting this response because I have not heard from anyone to follow-up on the service needed for my treadmill.  This company has told me now 10 times (including in response to this public complaint) that someone would call me to set up time to service my treadmill and it still has not happened.  Despite exhausting all my efforts, nobody has called me.  This does not resolve my issue.  I have wasted so many hours trying to get my high-priced treadmill that I purchased just 14 months ago fixed.  It's not the first time that it has broken since I purchased it. I have now had a broken treadmill for almost two months during the winter when I need it the most.  This response does not address the issue or come close to giving me any confidence that the current issue will ever be satisfactorily resolved.  This business model feels like a scam meant to exhaust consumers into giving up.  I want a refund so I do not have to deal with this company anymore and can purchase a different treadmill that works.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/16/2023

  Hi ****, 

  We have reached out to our service coordinator on your behalf they have contacted the tech. You can expect a phone call today 1/16/23 from them. Thank you 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18669787
  
  I am rejecting this response because:  I did not receive a call or message yesterday (1/16).  I feel like this company does not take my complaint or my time seriously.  It has now been 2 months that I have had a broken treadmill with no resolution.  I paid significant money for this machine just over a year ago with an expectation that it would work much longer than this without issues.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/20/2023

  Hi ****, 

  We have record that the tech is scheduled to come to your home on 1/20. Please let us know if we can assist you further. 

  Thank you 

• Initial Complaint

  Date:01/01/2023

  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.

  Norditrack elite treadmill with 32" screen (NTL39222)Paid $6,032.86 Delivered 12/7/22 The treadmill needs to be factory reset every week so far. This takes an hour. There are other issues as well but I should have done more research to realize nordictrack is a money hungry company with no desire to create a good product for the incredibly high price they charge. Also an issue is the complete lack of any customer service to resolve issues. They sell... and run and hide. There is no place to review other than the BBB and filing a complaint results in nothing at all on their website.

  

  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're happy to look into this for you. What is the issue with the machine that is causing the need for a reset every week?

  Can you please provide a video or picture of the issue?

  Also, we were not able to pull up an account with the information provided. Have you registered your product with us? 

  Please provide the following information to get that taken care of. 

  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL:
  SHIPPING ADDRESS:
  MODEL #:
  SERIAL #:
  DATE OF ****************** OF PURCHASE:
  
  

• Initial Complaint

  Date:12/31/2022

  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.

  purchased the s22i bike was very excited to use it. used it 3 times and the left pedal came off and would not reinstall. calling nordic trac is a nightmare. very difficult to get a representative, long wait and hold times. was told new parts would be sent with a technician. then changed their mind and just sent parts. a week and a half later still no parts. called back again, long wait and hold times. was told there was no parts ordered even after I insisted. they said they would order and send email parts arrived but no email received. there is no one to talk to. tried to install these parts which came installed (left crank arm ( myself. couldn't do it too difficult and got injured doing so. finally got the 2 small screws loose but the bug s**** wouldn't budge no matter how much I tried and hurt myself doing so. the tool wont even catch any longer yo true this s**** its stuck! the bike is useless just sitting here i just want to exercise and use my purchase as intended. so frustrating I want it 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.
  

  After reviewing your account, it appears that a service order was created earlier today. SO-2707853. 

  Please let us know if you're in need of anything further. 

  Have a great day! 
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18668068
  
  I am rejecting this response because:

  I spent $962 on machine that I had to build. Once built it worked for 3 uses and broke. Each time I called the company was ridiculously long wait times. When you try to utilize the call back system you don't receive a call back. Emails don't get returned, even if creating a case in their online system. Emailing the reps directly you receive no reply. I was successful today in a call lasting over an hour (probably the 6th call i have had so far in the last 2 weeks lasting at least this long). Finally, after injuring myself and not being able to remove the faulty part on my own, the company agreed to end me a technician today. Will be 3-5 days for them to contact me, and is appreciated, however issue is not resolved and the experience needs to be documented.   

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

  

  Business Response

  Date: 01/04/2023

  Hello, 

  Yes, we understand your frustrations and apologize for your experience. 

  We will make sure you're taken care of and that the issue is resolved as quickly as possible. 

  We apologize for the delay and appreciate your patience. 

   

• Initial Complaint

  Date:12/31/2022

  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 two equipments from ifit proform 02/2022 the Pro9000 and the studio bike pro. Since purchase it has been one issue after the next with the treadmill. After one month of use there was a major issue with the reset button. It took about 1 month to get fixed. Then during that issue it was found by the tech that the control board was not working well. A few months after another issue was found and the treadmill was not staying on. One that visit by the tech he said that the entire problem was due to a part not being placed correctly before delivery. Since then I have had yet again another issue where the belt came apart this was 11/2022 and it took the tech about 1 month to come out to fix it. When the tech came out to replace the belt he noted that the base board was broken and needed to be replaced. Since 12/8/22 I have been waiting for replacement parts and for a scheduled visit for the tech to replace it. I have called the company multiple times only to be transferred from one department to the next. Each time I call the wait time to speak with someone was anywhere between 40mins to 1hr13 mins. The last time I called 12/29/22 I asked to have the entire machine replaced since I have only been able to use the machine 7 months in the last 10 months that Ive had the treadmill. The person I spoke with only transferred me to the sales department and that sales person laughed when I asked for a new machine because my current machine that is less than one year has been broken multiple times. I bought the machine because I am avid runner and use the machine about 5 times per week. Im 62 185lbs just for reference so Im not that heavy. Ifit pro form represents itself as one of the best treadmill in the industry but all I have had is a headache with the machine and the custom service. The pro9000 does not perform as advertised and the company has not been efficient as advertised in customer support and resolving these many issues in a timely manner.

  

  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 as you are no longer within the 30 day return window we are unable to offer an exchange or refund.  We are happy to continue with parts and service.

  I do see the part that was ordered is currently on back order.  Once we receive a shipment we will have it sent out to you as quickly as we are able.

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

  Thank you 
  
  

  Customer Answer

  Date: 01/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is MINIMALLY satisfactory to me. Though I am accepting the part for service it is not right that I purchase an obviously defective machine that is less than one year old that I have only been able to use for a portion of the time that I purchased it. This product is NOT good at all and should be marketed for very light weight use for people who only need to walk on it a couple times per week. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/31/2022

  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.

  Im late November my Nordictrack treadmill stopped working, under factory warranty. I logged a warranty claim online to request a repair.After WEEKS of waiting for a reply, numerous phone calls with hours of hold times, the issue has not been addressed or even investigated. This company does a horrific job (or no job) at following up after you make your original purchase or have issues.I get advertisements constantly to purchase new Nordictrack productsI sincerely wish their service and warranty department was half as diligent.I simply want my unit repaired under the agreed upon warranty. If that is not feasible, I would expect (at minimum) a prorated return based on a reasonable lifespan of a premium product.

  

  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.

  Have you purchased an extended warranty for this machine? 
  

  We're happy to get this taken care of. Please provide a video of the issue. 
  

  Thank you! 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18666340
  
  I am rejecting this response because I already provided the attached images of where the machine hangs.

  The communication with your company has been nonexistent/poor for over a month.  I would appreciate direct

  email and or phone call at the information in your case #********.

  I did not purchase an extended service agreementthe unit should be under factory warranty.

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

  

  Business Response

  Date: 01/04/2023

  Hello, 

  We apologize, we did not receive a visual on the issue. Please provide more information about the current issue with the machine. 

  Is the console frozen? What is displayed on the screen?

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18666340
  
  I am rejecting this response because the issue is not resolved.

  I spent approximately 90 minutes on hold, was disconnected twice after going through numerous repair steps with the customer service rep, only to start completely over with no progress.

  The screen has been frozen for over a month at the iFit logo below with no error message.

  Rebooting, using the reset button, and a tap sequence on the screen did not work.

  Please call or email at the contact info on your case - using the BBB app is quite inefficient.

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

  

  Business Response

  Date: 01/06/2023

  Hello, 

  Thank you for the additional information. 

  A replacement console has been ordered on your behalf. 

  Order number-ICS9576914. 

  The console is currently out of stock. 

  We will get it sent out as quickly as possible. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:12/30/2022

  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.

  Purchased new Pro-Form treadmill on 12/23/22 that is missing a part. I have been calling the customer service line since 12/24/2022 and wait on the phone for 1 1/2 hour and the line disconnects, I've tried this four times. I have used the "call back" function on their phone system and when the system calls back, no one is there, so I hold to be sure no one come on after 15 minutes, it disconnects. I've tried using the online contact by chat, no one ever comes on ( after you wait for 30 minutes the system disconnected me). I created a case for the missing part online and the automated reply says they will contact me shortly, no reply for four days now. It is impossible to contact anyone at this company for the missing part. It's beyond my comprehension that for a company as large as IFIT (Pro-Form) that no one can be reached or return messages.

  

  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 are happy to assist you, please tell us which part is missing so we may get that ordered and sent to you. Also please confirm the model and serial number off your machine.

  Thank you 

  Customer Answer

  Date: 01/03/2023

   

  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.

  I am missing only the "Storage Latch" on Model# PFTL50921.0 and Serial# *************.  You can forward the latch to me at the below address.  

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

  4560 ***********

  *******, ** 94531

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

  

  Business Response

  Date: 01/03/2023

  Hello, 

  We have gone ahead and ordered you a new storage latch, your order number is ICS9573183 you may track it anytime at www.ifit.com. Please allow **** business days for shipping. 

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/30/2022

  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 bought a treadmill from Ifit. Order Number: NT4318129 Tracking Number: ******** The treadmill has never worked properly. They continue to send the same parts over and over again. Their service technician recommended replacing the main console and Ifit refuses to do so. I want them to pay back the nearly$3500 USD and come pick this thing up. I have emails dating back to Nov 2021 detailing the issues and their poor handling of this issue. I have had over 4 control boards and a new motor installed. The product is a lemon.

  

  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 reached out to our service deparment regarding the console, It looks like you were asked by the tech to submit a video of the issue, if you can please upload a video and send it to us we would be happy to get that ordered for you. 

  Thank you 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18662247
  
  I am rejecting this response because:

  You have not answered the request. The unit delivered has been faulty since its delivery date. This response is a stalling tactic by Ifit.

  The product is a lemon and has not worked reliably.

  You sent a technician to my home. The technician reported the console faulty. I am not your technician. 

  I have had 4+ control boards, wiring and a motor replaced. All of which failed.

  Please come retrieve the unit and return my payment or send a brand new unit at no cost to me.
  

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

  

  Business Response

  Date: 01/05/2023

  Hi ****, 

  We apologize for all you have been through, we have reached out to our service department in regards to your console, they will be sending the tech back out to get a video of the issue, the service is requesting a video before a console may be ordered. Please allow 3-5 business days for the tech to reach out to schedule your appointment. 

  Thank you 

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18662247
  
  I am rejecting this response because:

  I am very disappointed with the quality and performance of the treadmill. 

  
  

  I have received the console, belt but not the wiring harness so as to complete the repairs. Once the repairs are completed we can discuss next steps with this treadmill.

  
  

  There is no denying the equipment is faulty and should be replaced, refunded and or offer an extended warranty to cover the faulty equipment.

  
  

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

  

  Business Response

  Date: 01/16/2023

  Hi ****, 

  We have reached out to our parts department regarding this part, they have confirmed that they have just received this part in today 1/16 and will be processing orders soon. Please allow **** business days for shipping. 

  Thank you 

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We own a NordicTrack Commercial 1750 that worked perfectly until IFIT sent a software upgrade a few weeks ago and corrupted thousands of machines including ours rendering the console inoperable. We can no longer use our $2500 treadmill or the $400 IFIT membership. Its virtually impossible to speak with a customer service representative. Once getting through after emails and phone calls we were told we would have to purchase a new console for $600. We didn't break it. They did. They need to replace the console or the entire treadmill. The company is at fault.

  

  Business Response

  Date: 12/30/2022

  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 apologize for all you have been through,we have gone ahead and ordered you a new console. Your part order is **********. You can track that at the link below:
  https://my.ifit.com/MC/s/order-tracking
  

  If you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.

  
  Thank you 
  
  

  
  

  Customer Answer

  Date: 01/01/2023

   
  
  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 once the replacement part arrives. 
  
  
  
  
  Sincerely,
  
  ***** ******