Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,264 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a treadmill and covered under warranty- its unsteady, it breaks down constantly and even caused serious health issues while running and it broke down. The company wants me to troubleshoot which I have done multiple times over the phone and video- Ive told them its a defective unit Ive been saying it since the first problem within the first week of delivery and every since. They sent someone out once who had no idea what they were doing. Now the unit wont turn on at all. They refuse to send anyone out, the customer service is rude and its been broken down more times than Ive been able to spend on it!!! It wasnt cheap and now because of this Ive had to purchase gym memberships and we purchased a bike to keep up with our health. We want this to be REPLACED the entire unit as part of the warranty. Theyve never fixed the original problems and now the device does not turn on at all. I will accept nothing less than a complete replacement or refund. Im two steps away from litigation on this due to my injury while running and the treadmill malfunctioned.
Business Response
Date: 12/12/2022
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.We would be happy to troubleshoot with you and send a technician out with parts to fix the machine. We apologize for all you have been through. Please provide a video of the issue.
Thank you
Customer Answer
Date: 12/12/2022
Complaint: 18552512
I am rejecting this response because:
I was injured and called multiple times including within the first 30 days! You refused to send anyone out numerous times. At this point if my item is not returned I will seek personal injury damages from the product and against the company, as I have documented every attempt and outreach to resolve this prior to and after my injury from your product. Please remit the refund to ************************************************************* & Id be able to sign a waiver of settlement or in ten days I will be signing court documents to pursue legally as my job as a law enforcement officer is at risk due to my injuries. Loss wages and such will be included as damages payable to me as I have a camera in our basement for my childrens playroom and have multiple incidents where Im with agents via phone and on the treadmill when my injury occurred.
*********************Business Response
Date: 12/13/2022
Hello
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
Because an injury has taken place we will need to submit a legal form, please provide the answer to the following questions:Injured Party's Full Name
Injured Partys DOB Date
Time of Incident
Injured Partys Height
Place of Incident
Injured Partys Weight
Did you seek medical attention?
Description of Injury
Surge protector used?
Original proof of purchaseWe will be looking forward to your answers so that we may move forward.
Thank you
Customer Answer
Date: 01/04/2023
Complaint: 18552512
I am rejecting this response because:Because an injury has taken place we will need to submit a legal form, please provide the answer to the following questions:
Injured Party's Full Name ********************;
Injured Partys DOB Date 10/14/1988
Time of Incident unknown exact date right now, in medical docs
Injured Partys Height 57
Place of Incident ************************************************************* whileOn treadmill
Injured Partys Weight 190lb
Did you seek medical attention? Yes
Description of Injury knee, lower back and skin
Surge protector used? Yes
Original proof of purchase should be on fileSincerely,
*********************Business Response
Date: 01/09/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.We have submitted your form to our Legal team. Once they have reviewed your case, they will then communicate with you via email within ***** business days. Please let us know if you have any questions. Have a great day!
Customer Answer
Date: 01/09/2023
Complaint: 18552512
I am rejecting this response because:ample time has passed. I would like a refund for the unit
Sincerely,
*********************Business Response
Date: 01/09/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
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 are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:12/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My previous complaint was closed, while I was waiting for the IFit technician to call this week. I still have not receive a call from the company and my exercise bike is still not working. I was promised a call within ***** hours and haven't received anything. This is the last communication that I have had. I read it the day of (not sure why it says the 9th) and was waiting for my call. I work remotely and have been available the whole time. "Hello,The tech will be contacting you within the next ***** hours to schedule your service visit. Please let us know if you have any questions. Have a great day and weekend. "I have already uploaded all video proof and there is also video proof that was given to IFit the day of install, which was recorded while my wife was on the phone with IFit. This is totally unacceptable!Business Response
Date: 12/12/2022
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. You should hear from them within the next 3-4 business days.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 12/13/2022
Complaint: 18551095
I am rejecting this response because:Thank you for the update. I have spoke with them and have set up an install date of this Friday.
Sincerely,
*************************Business Response
Date: 12/14/2022
Hi ****!
That's great news! please let us know if we can assist your further! Have a wonderful week!
Customer Answer
Date: 12/15/2022
Complaint: 18551095
I am rejecting this response because:I will contact tomorrow after they show up! Thank you so much.
Sincerely,
*************************Business Response
Date: 12/16/2022
You're welcomeCustomer Answer
Date: 12/19/2022
Complaint: 18551095
I am rejecting this response because:************** came and did his best to complete the job, but unfortunately we still needed to order new parts to replace the damage that was done upon delivery. ************** was incredible professional and stayed an hour and a half over trying to get things to work! At this point he ordered replacement parts for the back where the ********* made a huge crack, new bolts and new pedals as well! Thank you for continuing to work through this with me.
Sincerely,
*************************Business Response
Date: 12/20/2022
Hello,
We are so glad you were able to get a tech out for you. Please don't hesitate to reach back out to us! Again, we do apologize for the inconveniences thus far regarding your machine. If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 12/20/2022
Complaint: 18551095
I am rejecting this response because:Thank you! I was wondering can you tell me when my order will be shipped to me? Its looking like we won't get to use our bike until the new year.
Sincerely,
*************************Business Response
Date: 12/21/2022
Hi ****,
We are currently waiting for the tech to upload his notes so we can get any additonal parts ordered for you. Once he does that I will know more about availability.
Thank you
Customer Answer
Date: 12/22/2022
Complaint: 18551095
I am rejecting this response because:Thank you!
Sincerely,
*************************Business Response
Date: 12/22/2022
You're welcomeCustomer Answer
Date: 12/22/2022
Complaint: 18551095
I am rejecting this response because:Just replying to keep case open.
Sincerely,
*************************Business Response
Date: 12/23/2022
Thank you, we understand.Customer Answer
Date: 12/24/2022
Complaint: 18551095
I am rejecting this response because:Happy Holidays ??
Sincerely,
*************************Business Response
Date: 12/28/2022
Hi ****,
The technican has requested addtional parts. Your new parts order is ICS9569789 you may track it below:
**************************************************************************If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 12/28/2022
Complaint: 18551095
I am rejecting this response because:Thank you so much! I will keep you posted!
Sincerely,
*************************Customer Answer
Date: 12/28/2022
I still am waiting for work to be complete.Business Response
Date: 12/29/2022
Hi ****,
Our service coordinator has confirmed that the tech has been out to look at your machine and has requested additional parts. Those parts were ordered yesterday 12/28/2022. The parts will be sent to you and the tech will be notified once the parts have been delivered. He will then contact you for scheduling a return visit.
If you have any more questions please let us know. Thank you
Customer Answer
Date: 12/29/2022
Complaint: 18551095
I am rejecting this response because:Thank you. I got another email from BBB asking why i rejected. Thought i had to explain it again. Sorry for confusion!
Sincerely,
*************************Business Response
Date: 12/29/2022
You're welcome! Have a Happy New Year!Customer Answer
Date: 12/29/2022
Complaint: 18551095
I am rejecting this response because:Have a Happy and Safe New Years!!
Sincerely,
*************************Business Response
Date: 12/30/2022
You as well!
Thank you
Customer Answer
Date: 01/03/2023
Complaint: 18551095
I am rejecting this response because:First package of the few that are coming came in today. Just wanted to update you!
Sincerely,
*************************Business Response
Date: 01/09/2023
Hi ****!
Great! Thank you for letting us know!
Initial Complaint
Date:12/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
iFit charged an account that was paid off and closed. They used NordicTrack Financing which is through ******** I called iFit to explain I did not approve those charges and wish to have a refund issued. They stated they cannot refund since it was outside of their 30 day window. I asked that an exception be made, they said no. I informed them I do not use iFit which can be evidenced on their end as I have not logged into my account in several months and further more they can see that I do not use this account. I am attempting to work with ******* to have the charges removed and the account germanely closed. This has since been reported to the credit bureau (negatively) and it impacting my credit score.Business Response
Date: 12/09/2022
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
Unfortunately, it looks like in Aug of 2021, you purchased a machine that came with a 1 year free membership. In the terms of use, it states that it will auto-renew after the 1 year unless you cancel. We do not see that you ever tried cancelling. We also send out two emails as a reminder that the account will be charged in 30 days (on July 29th of 2022). Because of this, we are not able to refund the charges.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sorry the emails went to my junk < i was able to retrieve until now.Business Response
Date: 12/09/2022
Hello,
We apologize, we will need additional information in order to best assist you.
Please let us know how we can help you.
Thank you!
Customer Answer
Date: 12/09/2022
Complaint: 18548623
I am rejecting this response because: I need treadmill fixed.
Sincerely,
*************************************Business Response
Date: 12/13/2022
Hello,
We're happy to help.
What is the current issue with your treadmill?
Please provide more information along with a video of the issue.
Thank you!
Customer Answer
Date: 12/13/2022
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. belt and motor will not work.
Sincerely,
*************************************Initial Complaint
Date:12/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a treadmill and extended warranty from iFIT that was delivered on 10/1/22. The incline stopped working properly about 2 weeks after first use. They told me the incline motor was bad and sent a replacement that I had to change. Did that and still the incline didn't work. Called again and they sent a technician who said the console was bad. Tech ordered replacement console on 11/1122. On 12/1/22 I called to check status of my replacement and was told it was back ordered but being shipped on 12/5/22. Called again on 12/8/22 to see why the status still showed in progress, not shipped. Told it's still in the warehouse and not able to give a shipping date. I believe the console is not made for my treadmill anymore and they don't want to replace the whole treadmill.Business Response
Date: 12/09/2022
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 parts team requesting them to ship out your order as quickly as possible.
Your order will be shipping out within the next week.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We called NordicTrack about the screen on our exercise bike. We were told over 2 months ago that we would be receiving a new screen in the mail. Now, two weeks ago, we called again and were told that they could see that we should be getting a screen and that we would get it within 7 - 1- business days. We have not heard from them at all and have now been on hold for over an hour today. We tried their "chat" and it is a bot so it was of no help. We expect to get either the screen or an entire new bike with the screen on it. We paid good money for this bike and this should not be so hard to have handled for us.Business Response
Date: 12/09/2022
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 taken care of for you.We've reached out to our parts team requesting that they send out your order as quickly as possible.
Your order will be shipping out with in the next week.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on November 14, 2022 for workout apparel. Two skus shipped, but the 3rd has not shipped. It has been 24 days without any activity (it has shown preparing to ship since I first checked on November 18th). I have submitted an online request and sent an e-mail asking for a status update. Neither were answered. I started a chat session today and I was told that there was no ETA on when the order would ship. The legging were showing as in stock, so I asked why there is not an ETA. The response was "not sure". No other offer to help. My credit card was charged on November 14th. This is taking property under false pretenses. This is the second issue that I have had with ifit. I did not file a complaint when receiving the treadmill as I was hoping that the treadmill sitting in a warehouse for 5 weeks at the delivery company with no assistance from ifit would be an isolated incident.Business Response
Date: 12/08/2022
Hello,
We're sorry to hear about your experience.
We have reviewed your order and the remaining leggings that have not shipped out are currently out of stock with no ETA.
We apologize for the delay and will do all that we can to get them shipped out as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 12/08/2022
Complaint: 18543537
I am rejecting this response because: this is not a reasonable response. The leggings were in stock when they were ordered. My credit card was charged for the leggings, no one ever contacted me to say that they are out of stock or offer an alternative. As a matter of fact, I was interested in a different color that was out of stock and unavailable, which is why I chose the grey. Stating that you do not have an ETA to ship the leggings is unacceptable. Your vendor should be able to provide you with a shipment date to replenish your stock. You cannot charge someone for something with no expectations on when/if they will ship. Your website has inaccurately shown that the leggings are preparing for shipment. If you do not have the stock, it would be impossible to prepare them for shipment.
Sincerely,
*********************************Business Response
Date: 12/09/2022
Hello,
Again, we apologize. The leggings are currently out of stock. We will get your order sent out as quickly as possible.
Please let us know if you have any further questions.
Thank you!
Initial Complaint
Date:12/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted iFit several times regarding this issue doing my warranty period. I told them that my speed and incline buttons were not working on my treadmill, but each time they told me to try something different. They sent me reprogramming card, but that did not resolve the problem. It was not until four days after my warranty expired that they informed me that that issue was never a software issue and I did not need the programming Card, but I needed to pay for a new console for $563. Even though I contacted iFIT several times about the same issues that each time I got the runaround and now Im told that I have to pay for a new console. I am requesting for a replacement consul at no cost due to the fact that this issue happen during the warranty period and I was given the correct part even though it was covered. on December 5, 2022. I had to wait one hour to talk to customer service, and I was put back on hold. When the representative told me they would transfer me to a different department but never came back and I waited an additional hour when I finally hung up since no one ever picked up the phone I paid over $1742.00 for the treadmill and I received poor service from IFIT.Business Response
Date: 12/07/2022
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 have confirmed that you're not under warranty.
A replacement console will need to be paid for, we apologize.
Let us know if you have any questions.
Thank you!
Customer Answer
Date: 12/07/2022
Complaint: 18537501
I am rejecting this response because: IFIT gave me the wrong part when it was under warranty, and not accepting any responsibility for their actions, even after I contacted several times regarding the same issue when it was covered, and after a few from the warranty expiring did they tell me that I need to pay $563.00 for a new console. This company is using deceptive practices and I wasted over $1700.00 for a treadmill that doesnt work. I valued Proform treadmills before, but since they paired with IFIT, I will no longer purchase any exercise equipment with IFIT linked to it.
Sincerely,
Joy/*************************Business Response
Date: 12/08/2022
Hello,
Again, we apologize for all you have been through.
If you'd like to proceed with ordering the console it will need to be paid for.
You can do so by contacting our sales and service team directly at-************.
Let us know if you have any questions.
Have a great day!
Customer Answer
Date: 12/08/2022
Complaint: 18537501
I am rejecting this response because:iFIT gave me wrong parts when my warranty was current.
Sincerely,
Joy/*************************Initial Complaint
Date:12/07/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Rose and ***************, *****************-344-0671. S22i fitness bike under warranty stopped working in May of this year. Husband, ***, attempted to call customer service and spoke with ******************************* in July. From that conversation numerous calls and emails had my husband attempt to disassemble the bike so that he could troubleshoot the problem. My husband sent photos emails to *******. IFit would not send out a technician until the problem was troubleshooted. (!!!). After my husband sent IFit photographs of the controller unit and it was decided from photographs and verbal description a yellow cable was ordered. Part not in stock. Finally received mid Nov. We were then finally had a tech (*****- Affordable Fitness) come and look at the bike (Nov. 15) She said yellow cable was not the problem. Monitor was the problem. She left saying she would have the monitor ordered. My husband called IFit yesterday. (Dec 7) The monitor had not even been ordered. I called today. ********* explained that her supervisor ******* had to verify from the repair tech that the monitor was needed. No ongoing oversight of our repair request. No attempt to inform us of the status of the repair. No accountability of anyone at IFit. It has been over 6 months and the bike is still not working with no timeline when anyone will come out for further repairs. We feel IFit simply wants us to give up or wait until the warranty is expired. I just want a working IFit bicycle, or a new one. I rode my IFit everyday. Doing this helped my severe osteoarthritis. Contacting customer service with this company is a nightmare. Every call my husband has made has meant over an hour hold time. Every action so far by IFit is predicated on parts delivered to our house before any tech will be scheduled. Consumers should understand that these fitness cycles are prone to monitor and software issues and when a repair is needed the process is unjustifiably protracted.Business Response
Date: 12/08/2022
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 spoken with the service coordinator and can confirm the console has now been ordered for you.
Your part order is ICS9557148. You can track that at the link below:
https://my.ifit.com/MC/s/order-trackingThank you!
Customer Answer
Date: 12/09/2022
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.
****************************************Initial Complaint
Date:12/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought and piked up this brand new treadmill from Al's on 11/30 for the price of $2,568. We set up the treadmill on 12/1. When we got to the point in the instructions where it said to plug in the treadmill, we did so. We immediately heard popping, cracking and smoke visibly was coming from underneath the treadmill that smelled like burning rubber. We quickly unplugged the treadmill. As the treadmill has a 90-day warrant and was defective out of the box, we tried to call Nordic Track. My husband was on hold for over an hour. He finally got through to someone and they told him they were going to transfer him. They told him that if they were disconnected they would call him back. After another 30 minutes on the hold, the call disconnected and we did not receive a call back. I put in a request in the online chat on Nordic Track's ifit, and have not received any response. A couple hours later my husband decided to plug the treadmill in again to see what was going on (which scared me!). This time it didn't smoke, but the belt would not work at all. We called Nordic Track again on 12/2/22 and 12/3/22, both times being on hold for over an hour before connecting with an agent. And like the first call, after explaining our situation we were told we would be transferred and called back if the call dropped. Both times we were disconnected after the transfer and never received a call back. I contacted Al’s (where we purchased the treadmill) on 12/2 to see what they suggested. They reached out to Nordic Track/ifit who told them to have us call Nordic Track to resolve the issue. I have called again today, 12/6, and have been on hold for over an hour with no response.Business Response
Date: 12/07/2022
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 can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order ********** i You can track that at the following link: https://my.ifit.com/MC/s/order-tracking
They were also able to set up a service order for you. That service order number is **********. We’re happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs.
Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
Thank you
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