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

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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:12/28/2022

  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. 

  
  

• Initial Complaint

  Date:12/27/2022

  Type:Delivery 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 placed an order (NT11339784) for a treadmill and other exercise equipment on 12/8/22 after being helped by an online agent directly through the iFIt/Nordictrack website. The agent and I were communicating via email and although they were attempting to gather my information to check me out themselves, I chose to use the secure checkout link in the cart they sent me. I conveyed that I was checked out successfully and the agent asked for the order number to make sure it was correct. I had a hunch that they might be wanting this for sakes commission reasons and asked them to not cancel or redo the order etc. as I didnt want that to cause problems.I received the treadmill in a timely manner but on 12/20/22 had to start calling regarding the rest of the order. I was told by sales that there was an issue with financing, and then transferred to billing. The billing department then confirmed that in regards to the treadmill itself, the sales agent had in fact cancelled it and re-rang it u set their name in order to claim the commission. Doing so had placed a hold on all of our financing causing nothing else to ship. I was told on 12/20/22 that billing was going to transfer this to their support department and it would be resolved within ***** hours. As of 12/27/22 there is still no resolution. Nordictrack/iFIT has not sent the product we ordered, our financing account with ********** has been impacted, and we are considering filing a complaint with the **** State *************************

  

  Business Response

  Date: 12/28/2022

  Hello, 

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

  We have spoken with our Billing and Returns team and they are working on releasing your order to get it pushed through so it can ship out to you. 

  We apologize for all you have been through. 

  We will do all that we can to get this resolved. 

  Please let us know if you have any questions. 

  Have a great day! 

   

  Customer Answer

  Date: 12/28/2022

   
  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:12/27/2022

  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.

  I placed an order on Dec 11 for a treadmill model ****. I have been getting updates saying it is on the way. Yesterday we got and email saying it has been delivered. It has not been delivered and it supposedly went to a third party shipper who says they do not have the equipment. Norditrack now says they will investigate but they want to charge a freight and restock fee if I cancel.I have cancelled but expect a full refund as there is no equipment. I should not have to pay $509 for their complete mishandling.

  

  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 return. We completely understand where you are coming from on this matter. 
  

  We have spoken to our billing team and see a return is currently in progress.  We have asked for a *********** for the machine as well and expect to hear back on this by Tuesday next week.

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

  Thank you
  
  

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18643363
  
  I am rejecting this response because:
  
  It does not address refunding the freight charge and restocking fee. The refund is only partial. I want a refund for all of it. There is no product it did not arrive or even go to a place where it can be found. This is the companys carelessness not any fault of mine. I have ordered from another provider who will have it here by Jan 4th with no nonsense. They are also charging less and providing free installation.
  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 the machine return. We completely understand where you are coming from on this matter. 
  

  We have spoken with our billing team and until we have heard back from the *********** the fees are applicable.  We expect to hear back by Tuesday next week.

  Thank you!

• Initial Complaint

  Date:12/26/2022

  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 purchased a treadmill for $3999 back on 10/17/2022. We received it 3 weeks later, had white glove delivery, the men that set up the treadmill did not test it and we found out that day the treadmill was defective from the box, main issue is incline/decline not working. We have made several calls about the issue. On 11/28 we were told many parts were being ordered. As of today we are still waiting for parts to be delivered and for a tech to come out and fix it. I would think that Nordic Track/ IFIT would put customers first considering the defective equipment we received and make it a priority to make things right instead we are going on 2 1/2 months of receiving the treadmill, 38 days since we were told parts were ordered, 27 since the last time I spoke to someone who stated the parts were shipped, meanwhile monthly pymts are being made and the warranty has started. I tried to return it and was told we couldn't return, then I was told WE needed to break it down and put outside. Trying to call and get someone on the phone is also near to impossible. There are times I was on hold 40 minutes. I tried to write a review on their site and could not find where to do that. I am hoping you can help.

  

  Business Response

  Date: 12/27/2022

  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, it appears that parts and service have not been ordered. 

  We're happy to get this taken care of for you. 

  Please provide a video of the issue. 

   

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18641348
  
  I am rejecting this response because:
  We in fact DO have parts but are still waiting over a month for a tech to fix the issue!!! Perhaps they need to look up ICS 9553020

  Why should anyone have to wait over a month when the warranty has started and payments are being made? 

  I am beyond frustrated!!!!
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/28/2022

  Hello, 

   

  Thank you. We were able to get your account pulled up. 

  We see that you're still waiting to receive a part. Do you know what part you're still in need of? 

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18641348
  
  I am rejecting this response because:

  I do not know what part is needed

  We had a tech here today who replaced 13 parts that did not fix the issue.. Again I want to stress this is a brand new treadmill that has not worked properly since day 1. After 2 months of trying to get this fixed and nordic tracks unwillingness to right a wrong. We want to return it at no added expense. We have been more than patient.
  
  Sincerely
  
  ***************************

  

  Business Response

  Date: 12/29/2022

  Hello, 

   

  Thank you for the additional information. We have reached out to the tech requesting more information about which additional parts are needed to get this issue resolved as quickly as possible. 

  If you'd like to discuss your return options, please contact our billing and returns team directly at-************.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18641348
  
  I am rejecting this response because:
  I was hoping to get this resolved with you. I no longer want the equipment and do not want to have return fees incurred for a defective product. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/29/2022

  Hello, 

  After reviewing your account, we see that a return has been processed. 

  Confirmation number- 60357361. 

  Please let us know if you have any questions or if you're in need of anything further. 

  Have a great day! 
  
  
  

  Customer Answer

  Date: 12/30/2022

   
  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.

  YES I called after my last response to you yesterday. It will cost me ****** for disassembly and removal of your defective product.

  Not happy and I will never buy a Nordic track ******************* learned!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/22/2022

  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 contacted iFit **************** on 11/27/22 to report an issue that my ifit 22i Nordic track bike would not turn on. I reported to the customer service agent that I had already tried the recommended factory reset multiple times and the machine still would not turn on. At that time a technician was to be schedule to come out and repair our bike. We had to pay a ****** fee to have the technician schedule, The technician came to out house on 12/13/22. He was at our house for approximately 5 minutes. He left without doing anything to our machine. He did not bring any parts to repair the machine. He had to order a part to repair our machine when it was clearly documented and stated the problem with our machine. Our part has arrived on 12/20/22. I have attempted to contact iFit on 12/21 and 12/22 and have yet to be able to get an agent on the phone to schedule ************** to return to finish the repair we have already paid for or a response via online chat and email. I am very disappointed and frustrated with the inability to get my machine repaired.

  

  Business Response

  Date: 12/23/2022

  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.
  

  We have reached out to our service coordinator on your behalf. They have stated that in your service order it states that you can install the part yourself or you may call in to our non warranty deparment to schedule a tech out. We apologize for the inconvienance but we are unable to schedule service through this complaint, you will need to contact our non warranty department to get that scheduled. We apologize that our hold times are longer then usual due to the busy season. 

  Please give them a call at 1-833-680-iFit (****) if you chose to install the part yourself here is our ******* link that has helpful how to videos for your reference. ********************************************************

  Thank you 

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18630173
  
  I am rejecting this response because: ****** was paid for machine to be repaired after clearly stating the problem.  Technician did not arrive with all materials/parts needed for servicing the machine, and I will not be paying additional service fees to repair the bike.  $****** is adequate for the minimal time to diagnose the issue and return for install.      
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/28/2022

  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.
  
  We have reached out to our service coordinator. They have stated that they are unable to send the tech back out without paying the additional fee. We apologize for the inconvienance,  you will need to contact our non warranty department to get that scheduled. We apologize that our hold times are longer then usual due to the busy season. 

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18630173
  
  I am rejecting this response because: I am requesting a full refund as the promised service of repairing my machine was not fulfilled. I expect my full refund in the next 5 business days.
  
  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.

  
  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 ********************************************************************************** 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.
  

  If you are still experiencing any issues with your machine, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue. Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  
  

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18630173
  
  I am rejecting this response because: I was charged for a service technician who did not provide the service to repair my machine. None of the current responses have addressed my complaint. I am receiving generic response from the company that have no relation to my current complaint. I would like the ****** immediately returned to my account or I will start escalate this complaint further. 
  
  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 refund the service fee as our technicans are a 3rd party company, However we are happy to add the downtime back to your parts warranty. We have also gone ahead and added an additonal 3 months of IFIT membership for free. Once the machine is up and running again please let us know and we can add the time that it was down back to your parts warranty. 

  Thank you 

• Initial Complaint

  Date:12/22/2022

  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 placed an order for the NordicTrack Commercial **** treadmill ($2599) on 11/26. I purchased a 12 month ifit subscription ($396), a 3 year warranty ($298.95), and white glove in home delivery assembly ($299) for a total of $3,868.68 (tax was ******). The treadmill was delivered on 12/3 with a team of 2 men who brought it into our basement and assembled it there. I asked them if I can test the machine but said no, you have to take the time to create an account to turn it on. Once they left, we spent the time to set up our account, and once we turned on the treadmill we noticed it began to make a very loud abnormal continuous banging noise (which was in addition to their loud motor noise). It was advertised as quiet, but clearly something was wrong with the hardware. I would upload the video to show you but you do not accept video formats.We tried to call their cust svc many times however the wait times were more than an hour, and so we kept having to hang up (my wife and I work full time, and have an infant so our schedules do not allow for waiting more than hour to speak to someone). I tried chatting with an agent on their site however he told me they must charge us a 10% restock fee, a $250 freight fee, and a non refundable delivery fee $299. Additionally, they said that the machine must be left assembled on the front porch or "it cannot be taken back." And they charge $249 for disassembly! We finally got in touch with an agent "*****************************" on the phone on 12/8. He told us to email him a video. We did. Without telling us what the issue was, he said he was able to waive 1/2 the freight fee. He said that if we choose to keep it, he'd discuss compensation. My wife said that we should not have to troubleshoot a broken machine, and that it is probably not new!They partially refunded us, withholding $460 + the disassembly fee = $709! It has not been picked up yet. We want a FULL refund, and for the machine to be picked up without charge. This is a SCAM.

  

  Business Response

  Date: 12/23/2022

  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. 
  We were able to refund 1/2 of the shipping fees, however, the delivery fees are non refundable as they are payment to another company. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at  at https://www.nordictrack.com/privacy-policy#r

  You are being refunded $3408.11 You will see this amount within the next 30 days or less. 

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

  
  Thank you