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

  
• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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:12/27/2022

  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
  
  

  
  

• 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.

  Business is failing to handle warranty claims in a timely manner. Bought a new treadmill from ****'s Sporting Goods - NordicTrack EXP14i - which broke within the first two months. Went to their website - filled out their online form. Got no response. Approximately two weeks later - tried a second time. Still no response. Another week later - sat in an online chat waiting for about a half hour to chat with a customer service agent. After a prolonged session. agent said they would ship a replacement part which should fix the problem. It's been a week - and the part has yet to ship. Have tried to contact someone to inquire about the status of the order (their website simply states "validating") but have had no response. They are making it very difficult to receive warranty coverage of any kind. Consumers need to know that this is no longer a reputable company that is willing to stand behind their products.

  

  Business Response

  Date: 12/22/2022

  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 into this part order for you and I do see we are expecting a shipment of this part in the next 1-2 weeks.  Once we receive the shipment we will have it shipped out to you as quickly as we are able.

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

  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 purchased a Nordictrack treadmill directly from their website just two years ago. The machine suddenly stopped working and I immediately contacted Nordictrack support to correct the issue. At the first time they were impossible to reach, once I did it was only for them to notify me that the machine's warranty had expired a mere 5 months ago and that I would have to cover the cost of the part which is $500 on a machine that is only 2 years old. Further, the company also had recently pushed extending the iFit membership which is also ~$500 that now cannot be used. I also had a technician call to check the price of the part and he was quoted a different price than I was. This is deceptive and clearly shows the company is just trying to get money of their customers. I'll like to formally complain on this discrepancies by the company. Prices should be quoted the same to everyone and their warranty process should be revised. I am extremely unhappy and disappointed with this company

  

  Business Response

  Date: 12/22/2022

  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 I do see your manufactures parts warranty expired on 7/11/2022 and your manufactures labor warranty expired on 7/11/2021.

  Please contact our non warranty department at ************ for further assistance.

  Thank you!
  
  

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18627283
  
  I am rejecting this response because: First of all, the parts warranty expired in July 11 2022 even though the actual machine did not arrive into my house until the end August *********************************************************************************** your process. Secondly, as I had stated the machine stopped working shortly after my coverage elapsed with the machine being only 2 years old. I notified of the issue immediately after noticing, sent a request support that no one picked up on until I had to spend hours on the phone to get support. There needs to be an ability to make an exception when the machine itself is faulty. When I purchased it I was told the machine lifespan was **** years and this one conveniently breaks on its own merely 4 months after coverage ends. This is very disappointing to say the least. The company also refuses to refund me for the iFit annual membership that I had already paid in full and won't get to use since the machine is broken and is half of the cost of the machine to fix. This is not the only complain that your company have in place. Clearly this is your standard business practice. The only way to make this ok is to make an exception and cover the part needed to make the machine function again as it broke on its own while being brand new. Lastly, your customer support provided inaccurate pricing on two different occasions 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/22/2022

  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 as we don't have any record of issues being reported before the warranty was up we are unable to provide any parts or service.  I do see the first case was made on 12/20/2022.

  Please contact our non warranty department for further assistance.

  Thank you!

• Initial Complaint

  Date:12/21/2022

  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.

  3 months treadmill has been broken, parts ordered 5 times plus 5 techs out to fix, at this point needs replaced. Have called 5 times, always placed on hold, then transferred over and over until hung up on. Can't get ahold.of anyone, seems like since replacement is needed would rather transfer/ignore me. $2000 purchase, ready to file lawsuit due to refusal to help.

  

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

  After reviewing your account, we see that additional parts have been ordered and the tech as been requested to contact you to schedule a return visit. 

  We apologize for your experience and appreciate your patience as we work to 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: 12/23/2022

   
  Complaint: 18625660
  
  I am rejecting this response because: this is 6th time parts have been ordered and a tech is scheduled to come out. The tech/repair company does not feel this will resolve the issue. I have requested a full refund or replacement treadmill. I have an extended warranty to cover such request. I have not had a functional treadmill in 3 months and feel the current strategy of sending part after part is futile and a way for them to say they are working to fix it without doing so.  They have clearly demonstrated this is not the answer. I have been more than patient and want to have a working machine instead of wasting time, energy and money on nothing.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/23/2022

  Hello, 

  We apologize, you're well outside of the 30 day return/exchange. We must continue with parts and service. 

  The tech will be in contact with you to schedule your visit. 

  Please let us know how it goes. 

  Have a great day and Happy Holidays! 

• Initial Complaint

  Date:12/21/2022

  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 expensive treadmill through nordictrack in Nov 2021- after a month delay in delivery, it was finally delivered in late Dec 2021. I purchased the extended guarantee and registered the product the same day I received it. In Oct 2022 the treadmill stopped working. The console works perfectly, i can see and hear the trainer workouts but the belt doesnt work run. Over the last two months, i have attempted unsuccessfully to have someone at Nordic track/iFIT helped me with this issue. The treadmill is less than a year old! Ive submitted multiple online requests for assistance and have not been contacted with a response. Ive tried to get assistance via the online chat function countless times. Initially i was told my product wasnt registered. After that was fixed, i was told it was software problem (unclear how this was their conclusion since the console works fine). I was given a **** number to call. I was on hold for over 2 hours, and they referred me back to their website. On a different online chat, it was told to send a video of the motor (I was to disassemble the treadmill and send them a video of the motor running). Again- I paid for an extended warranty to avoid all of this *****. Then they provided me with another phone number to call ************.. Currently, as i type this, I have been on the phone on hold for over 2 hours, at the ~1hour ***** someone came online and promptly told me they would have a technician come to assess the machine for >$100. After I told them (once again) i had extended warranty, they transferred me, and now I am on the 2 hour **** of being on hold. Not only have I not been able to use the machine in over two months, but have not been able to have anyone come to help me assess the problem, despite going through the usual channels, spending hours on hold on the phone, and doing multiple chats and filing multiple service requests.

  

  Business Response

  Date: 12/22/2022

  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 were also able to set up a service order for you. That service order number is SO-*******. The Technician will contact you once the parts arrive to schedule your appointment. 

  Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you 
  
  
  
  

  
  

• Initial Complaint

  Date:12/21/2022

  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.

  I purchased the treadmill on 12/22/21 for $1,993.53 which included white glove in home assemble (order# NT10048668). The treadmill (Commercial **** model) was delivered and setup a couple of weeks later. The treadmill worked fine at first but then the belt started stopping abruptly while I was walking on it. I am older so I fell off because of the sudden stop. I have been trying to get IFIT to fix my treadmill with the warranty for parts and in home labor. But in 4 to 5 months have not had any luck. They have emailed saying they will take care of the issue, but nothing has happened yet. All I want is a treadmill I can walk on safely. On 12/19/2022 I received an email from ************************* (phone ************) asking if I would like to purchase an extended warranty for $179.95 that would cover the treadmill for another 4 years with parts and in home labor by a train technician. I have tried calling him numerous times, no one answers and no voice mail. I want to ask him, why should I, purchase this extended warranty when the original warranty was a joke. I have also sent or received emails to: Received email from - JaCee ** ************ Specialist), Sent email to ***********************. I need to have this treadmill to exercise because I have heart issues and my cardiologist tells me to exercise so mush per week. Please see what you can do any help will be greatly appreciated!

  

  Business Response

  Date: 12/22/2022

  Hello, 

   

  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter. 
  
  

  We're happy to help get this resolved as quickly as possible. 

  In order to do so, can we please get a video sent here of the issue?

  Please remove the motor hood. This can be removed by a few screws. Once removed, you will see a green control board with a red LED light on it. Please run the belt and provide a video of the LED light blinking pattern when the issue occurs. 

  Thank you! 

  Customer Answer

  Date: 12/22/2022

   
  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,
  
  ***********************