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

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:12/20/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NordicTrack treadmill on Amazon on October 10, ****. With a three year service agreement. I contacted Nordic track per the agreement to get the service done and last year a gentleman showed up in my house after several months of waiting, said he had to get a part and never returned. Another year down I have a in operable treadmill in my ********* put in a service request through the iFit application 2 weeks ago and still no response. I would like an operable treadmill or a refund. My service agreement number is ********. My iFit case number placed on 6 Dec is ********.

  

  Business Response

  Date: 12/21/2022

  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.
  

  In looking into your account, we were able to order the necessary parts for you. Part order ICS9565760 is you can track that at the following link:
  https://my.ifit.com/MC/s/order-tracking

  
  We were also able to set up a service order for you. That service order number is SO-******* the technician will reach out to you once your parts arrive for scheduling. 

  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 
  
  

  
  

  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,
  
  ***************************

• Initial Complaint

  Date:12/20/2022

  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.

  We ordered a treadmill from ****** Track and it was scheduled to be delivered on 12/20/2022. We paid extra for a white glove set up. The delivery drivers attempted to call, but never knocked on the door. We have a two car driveway and vehicles were parked on one side. The delivery drivers left. We called back within 10 min of seeing a missed call and was told "the drivers tried to contact you and there was cars in the driveway so they are moving on". This is not good customer service. The delivery resources were rude and overall a horible experience. Paying extra for a "white glove" delivery is unacceptable for the impact scheduling this around the holiday's has and the disrepectful behavior across the board we received. I am outraged at the absolute lack of respect we recieved when calling to get this resolved with the company.

  

  Business Response

  Date: 12/21/2022

  Hello, 

   

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

  We were not able to pull up an order with the information provided.

  Can you please provide your order number?

  Thank you! 

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18619342
  
  I am rejecting this response because: my order number is **********, i fit health & fitness. Additional numbers ive received are ******** and 2451396-801.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/22/2022

  Hello,

  Thank you. We have escalated this with the delivery carrier to make sure you're contacted as quickly as possible to reschedule your delivery. 

  We apologize for your experience.

  Let us know if you have any questions. 

  Have a great day and Happy Holidays! 

• Initial Complaint

  Date:12/20/2022

  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 Nordic Track treadmill from Dicks Sporting Goods on 12/19/21. In October 2022, the entire console of the treadmill stopped working rendering the treadmill completely useless. It took me several days and many, many hours on hold trying to find out the problem. Ive spoken to customer service, techs, had virtual visits, all to no avail. The treadmill isn't even a year old. After several hours on the phone with a representative, I was told that a replacement console would be sent to me in two weeks. After several weeks of waiting, I decided to contact them again. This time I waited on hold for 2 1/2 hours for customer service, only to be reassured that the part was ordered correctly this time. According to the rep, the part was denied for coverage last call because the rep didn't do it correctly. I received an email saying the order had been placed on 12/2. Again, the rep assured me it would be sent within 2 weeks. Still no parts, I have tried to call and/or chat every day for a week. I was on hold for 1 1/2 hours yesterday then was disconnected, then I waited on chat and was next in line and "connection was lost". I have now been on chat and phone call simultaneously for over an hour. I even purchased extended warranty. I have ask for a refund so I can purchase a better product, ask to speak to manager, called Dicks Sporting Goods. I CANNOT get a resolution. I should be protected as a consumer and not forced to have to keep a product that will not work. PLease help me get this fixed or get a refund so I do not have to deal with the horrendous customer service in the future. I have proof of order from Dicks sporting goods and I have some screenshots of attempted phone calls/wait times if necessary.

  

  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.
  

  We have just submitted a part resolution form to our part specialist. They will look into your order and see what we can do about getting the part out to you quicker. The form should get approved within the next 48 business hours. 
  
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you 
  
  

  
  

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18618792
  
  I am rejecting this response because you cannot get any help at the number provided   I work as a healthcare provider and often work 12 hour shifts   I have called multiple times and waited over 2 hours to speak to somebody who can never provide any assistance  I get transferred from department to department then always get disconnected and never get a return call  Ive waited patiently for 2 months for a resolution and cannot get one  I ever purchased an extended warranty now Im questioning that decision because it is impossible to get any customer service  I have spoke to several people who have never received any resolution from this company  if they cannot get me the part to fix the treadmill, I want a refund so I can purchase another brand or I want a replacement treadmill  As a consumer I should not be forced to keep a product that doesnt work and isnt even a year old yet  

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

  

  Business Response

  Date: 12/28/2022

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

  The form that was submitted for your part has been approved. Please allow **** business days for the part to be shipped out, it's currently in the building and shipping stages in our warehouse. We apologize for all you have been through. 

  
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18618792
  
  I am rejecting this response because: I have been told this several times but never receive the part. Ive been told the last 3 times that it will be shipped in 2 weeks. There is always an excuse when I dont receive the part.  I will not be satisfied until the part is in my possession and the machine is fixed.  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/29/2022

  Hello, 

  Thank you for reaching out, we understand how frustrating it can be, we can assure you that with the form submitted and approved your part will be shipping out soon. 

  Thank you 

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18618792
  
  I am rejecting this response because: I will not accept response until I have my parts in hand and my treadmill is working. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/05/2023

  Hello, 

  We completely understand where you are coming from and can assure you we are doing everything possible to get those for you. 

  Thank you 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18618792
  
  I am rejecting this response because: still havent received parts as promised.  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/09/2023

  Hi ****, 

  Your part has shipped and your tracking number is 1ZX8444W0347088310 shipped **** Please let  us know if you have any additonal questions. 

  Thank you 

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18618792
  
  I am rejecting this response because:I will accept response once I have parts in hand and it fixes the treadmill. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/20/2022

  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 a nordic track elliptical 11/8/22 directly from Nordictrack.com.I paid $2,299 for the machine + $299 for white glove service assembly. The machine stopped working after 8 uses (2-3 weeks). I had a VERY tough time getting in touch with customer service, when I finally did the gentleman was helpful in finding the issue, but told me I needed a new part and that it would take **** days to come (which it did). Then When I received the new piece, it was 2 packages of wires, when I was told I only needed one wire. When I tried to get in touch with customer service upon delivery again, it has been hours and can't get someone on the phone. In the chat, they refused to call to help and sent me generic videos and then would sign off or say they were connecting me to another department. I was so fed up, I decided to return my machine, since it was so much money and aggravation with so little help. Again, it was hard to get through to billing, so I tried to chat. As soon as I mentioned BBB, they ended the conversation and I had to start all over again. You can see in the attached document.From there, I was told by Billing (when I finally got through) I would have to pay $250 for freight + $299 for delivery. Not only that, but that I would be responsible for moving a machine down 3 flights of steps after having paid $299 already to have it professionally moved and assembled.I would then have to pay to return the machine (paying for delivery a second time) and separately pay someone to move the machine. All I want at this point is for the machine to be picked up and a refund to be made. I will pay the delivery and freight if need be, but They need to move the machine and be responsible, since I paid there team to move and assemble the machine.

  

  Business Response

  Date: 12/21/2022

  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. 
  

  I have spoken with our billing and returns team and they are able to waive the freight fee however, the white glove assembly is non refundable.  You now will be refunded $2491.54 and you can reference number 60356796.

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

  Thank you
  
  

  Customer Answer

  Date: 12/21/2022

   
  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:12/19/2022

  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 a Pro **** treadmill with an extended warranty. The treadmill display malfunctioned within 1 year of purchase. I have multiple support tickets open in an effort to have the problem corrected. The problem has been on-going for more than a month with no resolution. IFit has refused to order the necessary part that needs to be replaced so that my extended warranty, to cover labor, can be used to install the fautly part. I would like to return the treadmill for a full refund of the purchase price including the cost of the extended warranty.

  

  Business Response

  Date: 12/20/2022

  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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.
  The return policy states: If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.If you wish to read more about the return policy, you can do so at https://www.proform.com/privacy#return

  
  In looking into your account, we can see you have talked with our team to help get this issue resolved. A parts order has been created, order number ICS9564691 and a tech has been requested the service order number for that is SO-*******. the tech will reach out to you once all parts have been delivered for scheduling. 

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

  
  Thank you 
  
  

  
  

  Customer Answer

  Date: 12/20/2022

   
  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:12/19/2022

  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 bought an indoor iFit cycling machine from Conn's. I haven't even had it for a week and it does has not have any power and never did. I am getting the run around regarding trying to get some assistance. I am told to call ************ to schedule an appointment but they can't seem to locate my account. I am trying to schedule for someone to come take a look and am told it can take over a month. Really, like who pays for a brand new item that doesn't work. I need someone to come access the exercise bike to figure out what is wrong to let me exchange it for another one. Everyone at the Warranty phone number for the ******************** doesn't even know which end is up.

  

  Business Response

  Date: 12/20/2022

  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.
  

  Have you tried the pinhole reset on the console? The instructions for this are located in the troubleshooting section in your users manual.  Please also try a different outlet if you have not done so already.

  Does your power adapter have a spot where a light should be on it? If so, are there any lights displaying on the power adapter? Please also check that all wiring is secured.

  Thank you!

• Initial Complaint

  Date:12/19/2022

  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 filed the following complaint on 12/13/2022: "I paid iFit for parts and service related to my treadmill. I received the parts for the repair. I have not been contacted with a date to service the treadmill. I have repeatedly contacted iFit and their service tech company for service with no luck." I was assigned ID ********** was contacted by iFit through BBB with the following statement: "This message originally read on 12/14/2022 ***************************** **************************************************************** Dear *****************************:This message is in regard to your complaint submitted on 12/13/2022 against iFIT. Your complaint was assigned ID ********. ********************** has received a response from the business in the above-referenced complaint case. Please review their response to your complaint and advise us of your position in the matter within 7 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint.Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.Please note the text of your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response. By submitting your response, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.If you are unable to respond using the internet, then please respond in writing to the address above.Sincerely,*************************** Accreditation Services"I accepted the solution and the complaint was closed. I should not have accepted. iFit has not contacted me by the date on their response. I have tried to contact iFit by email and phone with no luck. I am very disappointed in iFit's customer service.

  

  Business Response

  Date: 12/21/2022

  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 tech 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. They have confirmed that you have been contacted for scheduling and your appointment is scheduled for 12/2/2022 between 11-3.

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

  
  Thank you
  

  
  

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18611009
  
  I am rejecting this response because: The date in the response (12/2/2022) has passed.  Today is 12/21/2022.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/22/2022

  Hello, 

  My apologies, I mistyped that, your appointment date is 12/28/2022 between 11:00am- 3:00 pm 

   

  Thank you 

• Initial Complaint

  Date:12/19/2022

  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.

  Upon purchasing our treadmill on 12/10/21, we purchased assembly from the company. The treadmill was assembled and seemed to have some running issues from day 1. The belt was making a loud clicking/thumping sound. We called customer service about two weeks later to report the issue. We were told the treadmill would break in and that the sound was normal. On October 8th, 2022, our treadmill incline completely stopped working. We reported it and a new part was sent. The part didnt resolve anything. Then our treadmill stopped working completely. We were sent more parts, none worked. On November 24, we were promised a technician would call us to schedule coming out. Never heard from anyone. I called back on 12/5, and the person *********************** said they were waiting for videos to move forward and no one communicated. She asked me to send her the videos and that would be all she needed to schedule the technician and move forward. Now she has done nothing but completely blow me off. It has been over two months since our tradmill has been working. The service and lack of responses is crazy. *** never worked with such a horrible company.

  

  Business Response

  Date: 12/19/2022

  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're happy to get this resolved for you. Please provide the video of the issue here and we will order any parts and service to get this resolved. 

  Thank you! 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18608284
  
  I am rejecting this response because:

  Over the past two months, I have sent COUNTLESS videos of the issue. They have many many videos to see the issues. Most recently, on December 10th, I sent two videos which were requested in order to have a technician come out for the repair and those have not been acknowledged and I have heard nothing back since then despite daily emails to check in. They sent three separate parts already and none of the part replacements have worked. At this point, sending a video and receiving a part has been ruled out by us and the company which is why the next step was to send a techinician. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/20/2022

  Hello, 

  I am unable to share the videos here, so I'm sending them via email in a zip file.

  Thank you,

  *****

  

  Business Response

  Date: 12/20/2022

  Hello, 

  What email are you sending the zip file to? 

  Please let us know, 

  Thank you! 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18608284
  
  I am rejecting this response because:

  All of my emails have been going to *********************** or ************************************************** who directed me to send the videos right to her. She promised that once she received the video, a technician would be scheduled. That was weeks ago. 

   

  The zip file went to the better business bureau per their request. 

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

  

  Business Response

  Date: 12/21/2022

  Hello, 

   

  Please send the video to *************************************** and reply back here once it has been sent. 

  Thank you! 

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18608284
  
  I am rejecting this response because: the videos have been sent to the email requested via a zip file. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/23/2022

  Hello, 

   

  We are not able to view the video sent, we apologize. 

  However after reviewing your account, it appears that a service order has been set up. 

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

  Please let us know if you have any questions. 

  Have a great day and Happy Holidays! 

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18608284
  
  I am rejecting this response because: the technician came out yesterday to fix it. We got on it about an hour later and it was broken doing the exact same thing. No resolution has been found. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/29/2022

  Hello Amber, 

  We're sorry to hear that. 

  We've reached out to the tech and notified them. 

  They will be in contact with you to schedule a return visit to resolve the issue. 

  Let us know if you have any questions. 

   

• Initial Complaint

  Date:12/18/2022

  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.

  On 4/10/22 I purchased a NordicTrack Commercial 2450 treadmill including delivery and setup for $2920,59 (attached invoice). The treadmill was delivered and set up on May 4 2022. The treadmill was a surprise for my wife who was out of town so the product was not tested before the assemblers left as I do not have her IFIT login. The product was registered with the my.NordicTrack warranty the same day and is active until May/June 2023 for Labor and Parts (attached). On May 18th my wife returned and tried operating the treadmill for the first time, none of the buttons on the treadmills frame work - only on the screen. The treadmill can function however the volume/speed/incline functions do not function on the unit, in addition to a constant buzzing sound coming from the unit even when not in operation.
  
  In early June my wife began contacting the warranty claim rep via phone. After numerous times/days waiting on hold for hours at a time, she finally reached someone for the first time via phone June 28th. The Cust svc rep was supposed to call us back within 48 hours with next steps and no one ever returned a call.
  
  This pattern continued the next 90 days - either never reaching customer service or being told we would receive a call back about scheduling service and was never received.
  
  On Dec 10 I submitted an online request for maintenance through the warranty page and was validated as received/ was told a rep would follow up with me (attached). No follow up came and I sent another request 3 days later on Dec 13th (attached). No reply has been received to either submission.
  
  At this point I would like a full refund on the treadmill and labor and have the unit picked up for failure to honor the warranty and for horrific customer service and deceitful practice as I do not have confidence that the company can or will repair/ exchange the unit and will not follow th/ on any future issues.

  

  Business Response

  Date: 12/19/2022

  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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your 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 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 https://www.nordictrack.com/privacy-policy#return to further review if you would like.

  
  In looking at your account, we have gone ahead and set up a service order **********. The technician will be coming out to diagnose any issues or required parts needed for the machine. That service order number is **********. The tech will be contacting you soon to schedule an appointment with you.
  You are welcome to reach out to our Member Services at ************** (****) with any questions.

  
  Thank you
  

  
  

  Customer Answer

  Date: 12/19/2022

  
  
  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:12/17/2022

  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.

  We purchased a new treadmill on February 1, 2022 - this was delivered on March 10, 2022. September 16, 2022 the treadmill stopped working. We thought the problem was a cord as this appeared to be out of place and it took two months for NordicTrack to get this cord out to us. When it finally arrived, it took another three weeks to get their service company out here to replace the part. They came December 12, 2022. The technician told me that while the cord was a problem, the treadmill still will not work as the console needs to be replaced and that I need to order the part from Nordic Track and basically start all over again with this repair process. I have reached out to iFit/NordicTrack every day since December 12 and have not received a response. You cannot reach this company by phone, they don't respond to email. At this point, I want my money back and want them to come an pick up this treadmill and I will purchase another brand. The treadmill may be fixable but their customer service is the absolute worst and I'd rather purchase another brand and deal with anyone else that this company. In summary, purchased February, delivered March and treadmill stopped working in September - so this machine has been broken longer that it was useable and we cannot get resolution from this company.

  

  Business Response

  Date: 12/19/2022

  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 do not see any tech notes stating that any additional parts are needed. Can you please provide a video of the current issue?

  If additional parts are needed, we're happy to get them ordered once we verify the issue. 

  Thank you! 
  
  

  Customer Answer

  Date: 12/19/2022

   
  
  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, however I cannot add the video because it is too large.  I have already requested console key #43 three times via email with iFit and the technician also told me he was ordering.  I don't understand the logic of asking the client to diagnose the problem when you can send a technican out here to figure out the problem.
  
  
  
  Sincerely,
  
  ****** *******
  

  

  Business Response

  Date: 01/04/2023

  Hello ******, 

  After reviewing your account it appears that a console has been ordered and is due to be delivered on Friday, 1/6. 

  Tracking link-********************************************************************************************************************************************************************************

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

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18603391
  
  I am rejecting this response because:  while we have the part, the technician will not be out to repair this treadmill for several more weeks.  I am once again asking that you extend my warrant for an additional year on this purchase.  Please confirm.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/10/2023

  Hello, 

  We're sorry to hear that. 

  We're happy to add the total downtime to your warranty once your machine is back up and running.