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.
If you've experienced an issue
Submit a ComplaintThe 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:12/31/2022
Type: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: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: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: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: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-trackingIf you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer 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,
***** ******Initial Complaint
Date:12/30/2022
Type: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: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 youInitial Complaint
Date:12/29/2022
Type: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 PF11354827Business 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 youCustomer 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: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 youInitial Complaint
Date:12/28/2022
Type: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 overdueBusiness 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 youCustomer 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,
*******************************
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