Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

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

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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:12/30/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a treadmill from this company that came with a 1 year warranty. I have not been able to use this machine because it does not work. This company had sent a technician out 4 times in an attempt to fix it. Although the technician was very nice and professional he was unable to repair the machine. I have been without a machine since July of this year. During his last visit the technician said he would put the machine under product review because he was unable to diagnose or repair it. That was several weeks ago and I haven't heard from this company. I am requesting a full reimbursement or replacement of this equipment as ot it obvious at this point o was sold a bad machine.
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.
As your machine (model PFTL73621) was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter.
What issue are you currently having with your machine?
Thank you!

Customer Answer
Date: 12/30/2022

Complaint: 18660537

I am rejecting this response because:

Your company should have records for all the attempted repairs to this machine. Simply contacting the business that I purchased this from is not an acceptable response. This machine was working fine when it was purchased. The issues arose once the machine broke. It has not been unusable for almost 6 months while your company made several attempts to repair it. First I had to troubleshoot it and repair it myself because that is your companies policy. Only after my attempts to fix over the phone did not work you authorized a technician to come out. He has replaced almost every part on the machine that could be changed and still I am without out a usable machine. Attempts to contact you over the phone are almost impossible as I'm left on hold for hours and a call back attempt is just disconnected when I answer the phone. If a refund is not an option I request that I have a new replacement sent to me and haul away of my old one.

Sincerely,

*****************************
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 are unable to send a replacement, we do apologize. Please provide a video of the issue with your belt and we will send this over to the service coordinator for further review.
Thank you!
Customer Answer
Date: 01/03/2023

Complaint: 18660537

I am rejecting this response because:

please review your notes regarding all the service done to the machine. This machine has been down and not operable for over 5 months. Your technician has been out several times attempting to repair it. During his last visit he told me he was at a loss for how to repair it as he has already replaced almost every part on the machine. Some of the parts he replaced twice just in case I may have received a faulty part. How do you suggest we make this right? How is it fair that I don't have a usable treadmill for almost half a year? Do you not stand behind your products. Now to ask me to send a video of the belt not working which never has even a issue with this machine? If we start this repair process over will I be without for another 6 months? I understand not giving me a refund because I didn't purchase it from you however, I feel a new replacement is only fair. My wife needs this machine for her Docter ordered therapy. Should what would you suggest that I do?

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.
I do see we have a new service order set up for you, the technician will be contacting you soon for scheduling. Your service order number is SO-2707665.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:12/29/2022
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.
I called the number for IFIT to ask about membership options on my new rower. I requested a call back. When the *** called back it was one of the worst customer service experiences Ive ever had. She called me names, cursed over the phone, and told me to hang the f*** up and try another representative. Stay away from this company. The reviews are right.
Business Response
Date: 12/30/2022
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 you are set up with an individual plan. We sincerly apologize for the experience you have had.

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

Thank you
Initial Complaint
Date:12/29/2022
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.
I purchased an assembly before Christmas and have not yet been contacted by anyone regarding the assembly.Order PF11354827
Business Response
Date: 12/29/2022
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: 01/06/2023

Complaint: 18655235

I am rejecting this response because:This complaint needs to be reopened or I will file another one. I have never been contacted by the company and I was not contacted by the BBB to be advised of their response.
Sincerely,

************
Initial Complaint
Date:12/28/2022
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.
Order Number: **********
Order date: Aug 10th, 2022
Total after tax: $1,383.44

I called the company within 30 days of receiving the item to inform them of a knocking noise. I video called with Proform and they agreed there was a knocking sound and sent me replacement parts. A mechanic came out to help fix the machine and confirmed that the replacement parts were incorrect and that the entire bottom of the machine needed to be replaced due to the unnecessary tension the belt was placing on the machine. After having called in to the company likely over 10 seperate occasions trying to get help, I finally just asked them to return the machine and refund my money. A series of phone calls later and they agreed. Proform said a shipping company would contact me to make arrangements to return the product. I was contacted and the same day I was contacted I called to arrange the return. I was advised by Proform that the machine must be fully assembled in order to be picked up by the shipping company. However the shipping company told me that was not true, they the machine did not have to be fully assembled. The machine was never reassembled to begin with. So half of the machine is taken apart so the maintenance guy could see the problem. I tried on two separate occasions to put the machine back together but this not my specialty. I called Proform back to advise them I was having difficulty reassembling it and they told me to try harder and read the manual.

Here’s what I want.

If they want their product back, either they need to send their mechanic back out here to reassemble it so it can be shipped completely assembled, or the shipping company needs to pick it up in its disassembled state.

I am so fed up with this company. They have made everything so unbelievably difficult every step of the way and I have been extremely reasonable. Enough. I will hire an attorney if needed.
Business Response
Date: 12/29/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
To the best of our knowledge, the carrier requires the machine to be assembled, and placed as close to your door as possible when our team comes to get the machine. If they have told you otherwise you may follow their instructions. We cannot guarantee they will pick it up like that.
If you have any further questions, please call our Billing team at ###-###-####.

Thank you
Initial Complaint
Date:12/28/2022
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.
IFIT complaint BBB I have purchased a NorticTrac exercise bike (Model # PFEX79920.1 and Serial # ************ that is still under manufacturer warranty but no longer under service warranty. The monitor stopped working and I contacted the warranty service for help. They had me pay out of pocket fee of over $150 to have a technician come to my place to check what was wrong with the bike. He came and concluded that the console/monitor is broken and needed to be replaced. I called the warranty service to place an order for the part that is still covered under warranty. The order was place on 11/23/2022 (Order Confirmation ICS9547047). This is when my worse nightmare began.In brief, they make you wait at least one hour on the phone before you can speak with an agent. Then the call is sometimes transferred to another department for another hour of wait (horrible). When agents finally come to the line, most do not provide accurate information. I was sometimes told the console was being checked in quality control and will be shipped afterward. In other times I was told they are out of order. One agent (see uploaded evidence) even emailed me that they have shipped the part and will sent me a tracking number the next day. To date (12/28/2022) the part has not been shipped yet. I made countless calls, wasted precious time and effort but nothing worked. It is as if they do not want to send me the part or are deliberately trying to slow down the process as long as possible. What kind of company does this? You were happy to take my money when I bought the bike but now that I need your help for an issue caused by manufacturing, it is impossible it get it. Think about all the bad publicity IFIT and Nordictrac is receiving because of of the poor customer service by the warranty department. Some of the agents are so rude! As if the company has emboldened them to be agressive toward frustrated customers who merely want their problem resolved.Please ship my order now! It is overdue
Business Response
Date: 12/29/2022
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.
I have looked over your account and do see we had a form approved a couple of days ago to have it built and shipped out to you. It can take 1-2 weeks to be built and shipped from the day the form was approved. We have also upgraded shipping for you so once it ships it will arrive to you quicker.
You can track your order at iconservice.com using tracking number ICS9547047. Once it ships this tracking number will generate and you will be able 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: 12/29/2022

Complaint: 18650172

I am rejecting this response because:
Although I appreciate that they responded to my complaint, many times the IFIT warranty services made promises that my order has been shipped or will be shipped but there was always a bottleneck causing the shipping to not happen. It got to a point where I completely lost faith in what they say and do not trust any promise they make.
The only evidence they can provide to fully and satisfactorily resolve this complaint is by sending me a carrier ***** ****** tracking number showing that the console has finally been shipped. Until then, I do not believe any words they write in their standard apology message template.

Sincerely,

*******************************
Business Response
Date: 12/29/2022
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.
I can assure you we will have this part shipped out to you as quickly as we are able. We expect to have it shipped out to you within 1-2 weeks. Once it has shipped you will receive an email confirmation with tracking information.
You can also check at iconservice.com and your tracking number will generate once it has shipped.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 12/29/2022
am rejecting this response because:
I have tracked progress on your website and saw the following 5 steps before an order is shipped:
1. Validating Order
2. Processing
3. Payment Validation
4. Preparing for Shipment
5. Shipped

Why in this world is my order still in step 1 (Validating Order)? What are you validating? A technician came to my place, checked my bike and concluded you need to send me a new console. Just send me the new console which is fully covered under manufacturer warranty. This is not rocket science!
what is it that you are validating and what is the processing step about for an order placed more than a month ago? Why do you need to validate a payment for a zero cost replacement? All of these steps can easily be skipped to be efficient given the customer waited for very long and this issue has been escalated. Is there a supervisor there who can override the inefficient process and skipped the useless steps?
I will check tomorrow and next week to see if anything is changing in the status of my order. Once I can see that it has reached the shipping phase then I will consider accepting your response. Until then kindly do all you can to escalate this to the highest level so the process is expedited.

Sincerely,

*******************************
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 will get your order shipped out to you as quickly as we are able. We do expect to have it shipped to you within 1-2 weeks. Again, you can track this at iconservice.com and once it ships the tracking number will generate.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 01/05/2023

Complaint: 18650172

I am rejecting this response because:
The business has not been showing good faith in trying to resolve this issue. While they keep sending me a generic copy/paste response, their tracking website shows that my order is still on step 1 (Validating Order) since 12/29/22.
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.
I have looked over your order and we do expect for it to be shipping out to you within the next week. We do apologize for the delays and will have it shipped 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: 01/11/2023

Complaint: 18650172

I am rejecting this response because:Can IFIT provide an update on this order? In their response to the initial complaint they indicated and confirmed that the order will be shipped between 1 to 2 weeks. Why has the order still not moved from step 1?
Sincerely,

*******************************
Business Response
Date: 01/13/2023
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 parts specialists and this part is expected to be back in stock as of 1/19/23. We will get your part shipped 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: 01/13/2023

Complaint: 18650172

I am rejecting this response because:
This is an unfair, deceptive and abusive practice of IFIT against me. Can this case please be escalated to the ****** of ******** Protection? This is a manufacturing defect and IFIT is not abiding to their contract to provide replacement part for defective items.
To BBB: please let me know what next step I can take as IFIT will continue to delay shipping me this order.

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 currently expecting to receive a shipment of this part tomorrow. Once we receive it we will have it shipped out to you as quickly as possible.
If you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you

Customer Answer
Date: 01/23/2023

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:12/28/2022
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 own a nordictrack commercial **** treadmill that utilities the IFit software system. Until two days ago I had a current subscription to Ifit (I have paused my subscription because I wasnt able to use the equipment). An automatic software update fried our treadmills console rendering the machine useless. The actual alert on the console screen is supported API: 3. The only fix is replacing the console which Ifit offers no assistance with. From no fault of our own, (and a software update that we didnt select to do) we are forced to spend 500 dollars to replace what their software destroyed. This has been reported all over social media by many Nordictrack with Ifit costumers and yet they are still pushing through these updates.
Business Response
Date: 12/28/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far. We completely understand where you are coming from on this matter.
We have reached out to our IFIT software managment and they have confirmed that no software issue resulted in this issue. our delvelopers are still investigating this error code. Our records also show that your machine was purchased 2nd hand which means there is no warranty on this machine. If you would like to order a console, you may do so on our website www.iconservice.com
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 12/28/2022

Complaint: 18648124

I am rejecting this response because:

Yes our machine was purchased from a friend (who barely used it) who purchased directly from Nordictrack. Im not arguing a warranty issue. I am arguing that forced Ifit updates bricked the console rendering the machine useless. This is of no fault of myself or any other consumer. From the research Ive done, this issue has been reported since at least October of this year.
We have purchased a new console from your company for 503 dollars (which Im sure your records show), but at what assurance that this will not happen again?

At the bare minimum your company should halt forced/automatic software updates until the root cause is identified. Do right by your consumerWe have paid for our machine and we have paid a monthly fee for Ifit. Stand behind your product and make it right.
Sincerely
*************************
Business Response
Date: 12/28/2022
Hi ****,
We apologize for all you have been through with these issues. We can assure you that our engineers are currently looking into this issue.
Thank you
Initial Complaint
Date:12/27/2022
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.
On Nov 5, 2020 I purchased a NordicTrack 2450 Commercial treadmill from *************** for a total of $2,722.15 including the extended warranty plan. The machine is now completely unusable.

Jun 2, 2022 I submitted a warranty claim due to the treadmill suddenly stopping randomly in the middle of a workout. The belt would come to a complete stop and in one instance the speed went from 11 mph to 0 mph so fast that it caused me to fall.

Jun 23, 2022 order was placed for an upright wire and controller by the iFIT warranty team.

Aug 19, 2022 a technician was finally out to install the parts. The machine continued to have the same issue.

Oct 3, 2022 the technician was sent back to look at the treadmill again and after troubleshooting with iFIT tech support the treadmill's incline stopped working as well. The technician was advised by tech support to order a new motor, incline controller, incline motor, KIWI board, and power supply. The third party Jez Enterprises (technician) placed the order and commented that after this there would be no other components left to replace.

Nov 3, 2022 followed up by phone with iFIT because 1 mon later and the parts had still not been released by them according to Jez Enterprises. I spoke with someone named Casey who said they would follow up with me and let me know why the parts were not released.

Nov 7, 2022 followed up by phone with iFIT because I had not heard anything back nor had the parts been released still. I spoke with someone named George who was able to get all the parts released for order. This whole process took 3 hours total over the phone.

Nov 28, 2022 the last of the parts finally came in but it was incorrect. Instead of an incline controller iFIT sent a tube of lubricant. New order was placed after 40 min on the phone.

Dec 16, 2022 a technician came and installed all the parts. The treadmill still did not work.

6+ months of not being able to workout. Need this replaced or preferably refunded in full.
Business Response
Date: 12/28/2022
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.
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. Your 30 day return policy has expired as we did not hear from you regarding a refund or return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack 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 NordicTrack 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.
I have looked over your account and I do see we are waiting on further notes from the technician. Once we receive these we will know how we need to proceed.
Please reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 03/31/2023

Complaint: ********

I am rejecting this response because:

That is exactly what happened on this last visit. The tech himself told me that he thinks the machine needs to be replaced but that he can only do what he is told. Why are we pretending like multiple techs have not already diagnosed this thing and have all been unsuccessful with getting it fixed?
Jez Enterprises and now Gym Doctors techs have all said the same thing but ICON continues to have them replace parts that have already been replaced so when is this loop and dragging things out going to stop?

Sincerely,

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

Business Response
Date: 04/04/2023
Hello,
Our service department has been in contact with technican assigned to your case. They have confirmed that they are sending parts to resolve the issue. Your order number is ********** You may track it once it ships at ************
Thank you
Initial Complaint
Date:12/27/2022
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.
Last November my wife and I purchased a proform iFIT treadmill and 3 year warranty. After 1 year of moderate use, our walking platform cracked, making the treadmill unusable until it is replaced. This occurred on December 1st Dec 1: we call to get the new part and installation covered under warranty. The representative orders the new part and the service for installation. says the delivery of the walking platform will occur by December 6th and says the part is in stock.Dec 10: after 10 hours on hold throughout the week and 2 support tickets without responses, a representative confirmed the part was in stock and would ship by December 12th at the earliest or December 21st at the latest.- week of December 13th: iFIT sends an email to us apologizing but saying that the parts should have been delivered to us. A check of our order status on their own website would have shown that they havent even processed our order. Company demonstrated confusion and lack of understanding of what was going on.- December 22nd: after an additional support ticket is logged and 5 more hours of holding on the phone, a representative over the phone says the part will ship on December 23rd and arrive by December 29th. - Today, December 27th: a representative tells me via ******** that they are out of the walking platform and will not get any in for 2-3 more weeks. Today is 27 days after our order, and 4 shipping dates were given to us earlier. expenses weve paid as a result of this:$180 3 year warranty $160 technician fee to install the part $400 in gym memberships for us in Dec and Jan to allow us to exercise while we cannot use our treadmill.Weve called iFIT 15 times total, often spending hours on hold. When we do get a rep via phone, the information they give us turned out to be not true. Weve logged 3 support tickets and sent 8 emails and have gotten no response outside of them saying they delivered the part (not true). All we want is the part to be shipped and installed
Business Response
Date: 12/28/2022
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.

After reviewing your account, we can confirm that the walking platform is currently out of stock.
However, the social media agent submitted an escalation to our parts team yesterday (12/27).
This form will escalate your case to ensure your part order is shipped out as quickly as possible.
We estimate that your order will be shipping out within the next **** business days.
You can track your order at anytime at iconservice.com with your order number.
We apologize for your experience and the delay.
We will get this resolved as quickly as possible.
Please let us know if you have any further questions.
Have a great day!
Customer Answer
Date: 12/28/2022

Complaint: 18644877

I am rejecting this response because:
I have to action this within 7 days, and because ifits estimated shipping date is 7 to 10 business days I dont feel comfortable accepting this resolution until we receive the part and get it installed as weve been told many different times when this would ship and each time it has not happened.

I dont necessarily reject this resolution, its a little more nuanced than that. Here is my issue with this:
i Completely understand that if at this moment in time you do not have the part there is not much you can do. However, I only have 7 days to respond, so for now I am rejecting until we actually receive the parts. Please note weve been told this would ship in the and it has not, so until it does we remain skeptical. This is more nuanced than a full rejection.

We understand that if the part is out of stock right now that there is not a lot you can do. However, There were many actions you could have taken over the last 4 weeks to get this resolved and you did not do so. First and foremost, when the product is in stock on the order date, ship the product or do not tell me it will ship by December 6th. We are so far past the original timeline that we have had to spend $400 for us to exercise at a gym, which we shouldnt have to do.
If you were responsive and honest from the beginning, I may not have liked it, but I would have been able to plan our alternatives better and wouldnt blame iFIT. Because of false promises and lack of response I dont have a ton of trust in iFIT to resolve this at the moment.
we live in a very cold weather climate and my wife is due to give birth in 2 weeks. Her being able to safely walk on a treadmill is crucial to her health right now as that option does not exist outside where it is slippery and below 0 degrees.
In addition, your estimated shipping date could now coincide with when she is giving birth, so now we will have to deal with getting this setup when she is either about to give birth, giving birth, or have a newborn baby at home.
we dont enjoy having to be so brazen and aggressive towards iFIT (we enjoy the treadmill), but when we dont get responses and when we do they turn out to be false, we get a little bit upset, especially because it costs us too much of our time and additional money.

***************
Business Response
Date: 12/28/2022
Hello,

We completely understand the frustrations and apologize for the miscommunication you've received thus far.
We will do all that we can to get the part shipped out as quickly as possible.
Feel free to keep checking back within the next 7 days for updates and we'd be happy to keep providing all the information we have at the time.
Let us know if you have any questions.
Have a great day and Happy Holidays!
Customer Answer
Date: 01/03/2023

Complaint: 18644877

I am rejecting this response because:
should I be reaching out on here for updates? We are 7 days after your latest response and there is still no movement on these orders and Ive reached out to you directly via ******** message (where Ive had the most luck in getting a response) about 6 hours ago and have not gotten any response

Sincerely,

***************
Business Response
Date: 01/06/2023
Hello,
You're welcome to contact us here for updates or follow up via social media.
We apologize for the delay in the part orders.
We will get them sent out as quickly as possible.
Let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/27/2022
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.
1st Complaint submitted on 12/1/2022 I ordered an Nordictrack elliptical machine on 11/25/2022 from Nordictrack.com. I spoke with *****************************, a sales agent - when I asked him if I would get a full refund if I did not like the machine - he said yes. The machine was delivered and I didn't like the machine. The touch screen doesn't work, the machine wobbles, it does not have an off and on button you have to plug it in and out of the wall. After many attempts to get someone on the phone - I got ****** in the return department, she told me that there is a $250 return fee, that they did not offer a disassembly and removal serviced. I told her that is not what the sales person told me, she informed me that they record all conversations. After the management team listened to the conversation she agreed that the sales person was misleading. She informed me that they would pick up the machine only from the outside of the house. When I explained that it took two young healthy man to take it upstairs and assemble the machine with special tools, she suggested that I get friends and family to help me. I asked to speak with a manager - ****** - she told me that they can schedule a disassembly and pick up it's just going to cost me! When I explained that the sales agent had told me that I would get a full refund, she said that unless I specifically asked the sales agent about a removal fee s/he had no obligation to disclose them. The fee for this service $299 plus tax -which she brought down to $250 plus tax. Both ladies were nice, polite and professional. However, I find the product to be subpar, and the Company very eager to sell you which product, but most impossible to contact in case of problems and very deceitful when it comes to returns.Follow up - they still have not picked up the elliptical machine - my refund was processed on 12/2/2022, I was suppose to be contacted - after 3 more calls, I got the information for the pick up company - they didn't put the request in till 12/22/2022. I want a refund of $250 plus tax for pick up.
Business Response
Date: 12/28/2022
Hello-

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

On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
however, The fees you are being charged abide by the return policy. You can read more about the return policy at at ************************************************************
If you have any further questions, please call our Billing team at **************.

Thank you

Customer Answer
Date: 12/28/2022

Complaint: 18644913

I am rejecting this response because:

Thank you for understanding how inconvenient and frustrating it has been dealing with iFit. If I thought I would get the resolution that I deserved by calling your return department I would - but as I have already spoken with them and they are not helpful I decided to contact the BBB. As I stated in my other e-mail I should not have to pay anything to get this piece of equipment that did not work right from the first day out of my house. When you deliver equipment that does not work the removal of said equipment is also your responsibility, without any further cost to the customer. Furthermore, the original request for removal was placed on December 2nd, however your company did not contact the pick up company till Dec 22nd when I called in again to complain that no one had contacted me from the pick up company. On the 22nd your customer service rep stated that she will put in a request to expedite the pick up - I called in again on Dec 27th and got the information for the pick up company and they did not know anything about an expedited request and they had only received the request on the 22nd.
So in closing - I should not be charged anything for the removal of this equipment because as you so aptly stated it has been an absolutely inconvenient and frustrating experience dealing with your company.

Sincerely,

***************************
Business Response
Date: 12/29/2022
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 have reached out to our Billing and ***************************** and they have confirmed that you were notified and accepted the fee's applied at the time of return. We aren't able to remove the machine without a fee. We can't do disassembly or removal without charging a fee for it because it's a sercvice done by a third party company.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:12/27/2022
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.
On 08/23/22 I submitted a warranty claim due to the walking board of our treadmill breaking during use. During the process I was told the item should arrive in 3-4 weeks. On 09/30/22 I contacted ** & asked about the status of the replacement part. ** checked with the warehouse and stated the part had been "ordered" but had not been transmitted to the warehouse. *** order was essentially sitting idle. He was able to "escalate" the order and initiate production of the replacement piece. On 10/27/22 I received the replacement walking board which arrived broken. I contacted ** & was told I needed to email pictures of the damaged replacement part to the ** rep. *** rep agreed the board was not safe for use and stated he would be expediting a replacement which should arrive in **** days. *** rep advised me iFit did not want the damaged part returned to them and I should destroy it. On 11/17/22 I contacted ** again & was cut off during the call. *** rep never called me back & I was unable to get through the remainder of the day.On 12/27/22 I contacted **. *** ** rep told me I needed to email photos of the damaged board. I told her I no longer had the board because the customer service rep told me to destroy it during our 10/27/22 call. *** told me the photos had not been attached to the file and she would need them. I was able to find the email I had previously sent on 10/27/22 and forwarded it, along with the photos, to this rep. *** confirmed receipt of the email and photos and stated she would attach them to the file. After an hour and twenty-eight minutes on the phone I was told my concern would be escalated to the warehouse to see what the next steps were because it appeared they may not have the replacement part. *** customer service agent told me it could be up to ****************************************** know the results of the escalation. I have now been without use of my treadmill for nearly 6 months.
Business Response
Date: 12/28/2022
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.
After reviewing your account we see that your part order has been escalated with our parts team to ensure it ships out as quickly as possible.
We estimate that your order will be shipping out within the next **** business days.
We apologize for the your experience and the delay.
We will get this resolved as quickly as possible.
Please let us know if you have any questions.
Have a great day and Happy Holidays!
Customer Answer
Date: 12/28/2022

Complaint: 18644244

I am rejecting this response because:

I have been told on two previous calls with CS the replacement part had been escalated and would be shipped in **** days, yet the item has not been shipped.

Sincerely,

Nic ******
Business Response
Date: 12/28/2022
Hello,
Yes ,we understand your frustrations.
We will make sure this is taken care of.

Customer Answer
Date: 01/03/2023

Complaint: 18644244

I am rejecting this response because:
This message needs a response prior to the projected **** date provided by the business. As of the date of this message the status of my order has not changed indicating nothing has occurred.

Sincerely,

**********
Business Response
Date: 01/06/2023
Hello,
Your order has been escalated further with our parts team.
We expect your order to ship out within the next week or so.
Your order will be shipping out as quickly as possible.
You can track your order at anytime at iconservice.com with your order number.
Please let us know if you have any questions.
Have a great day.
Customer Answer
Date: 01/07/2023

Complaint: 18644244

I am rejecting this response because:

I have been doing this since august and it hasnt helped a bit. Offering a lifetime warranty does no good if you cant comply with the terms of your own warranty. At this point if youre unable to comply with the terms of your own warranty perhaps you should just send a replacement treadmill that you do have parts for. Its completely unacceptable for us to have purchased a treadmill based upon your fraudulent advertising of a lifetime wares which you cant fulfill. This is the worst customer service I have ever experienced. Rest assured I will it purchase another of your treadmills and Ill ensure everyone who will listen will know about how poor your service after the sale actually is. Its clear your sole objective is to get money from customers by touting reliability while failing to perform on your contractual promises.

Sincerely,

**********
Business Response
Date: 01/09/2023
Hello,
Again, we apologize for the delay. Your part has been ordered and will ship out as quickly as possible.
We will get this resolved as fast as possible.

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