Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

iFIT has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  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

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:12/08/2022

  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 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: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 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: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 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: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.

  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-tracking

  Thank 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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We 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 
  
  

  
  

• Initial Complaint

  Date:12/06/2022

  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 brand new Nordic track treadmill EXP 14i on 1/27/22. I submitted my first support ticket on 6/25/22, concerning the noise. At that time the treadmill barely had 75 miles of use. Since then I have taken apart the latch myself, had two different technicians come out and try to repair it. Spent multiple times on the phone with your company and waited weeks for parts. I took time off of work to be here for the repairs. This is unacceptable as I purchased a brand new treadmill from your company at the cost of $1833. I have been dealing with these repairs on a brand new treadmill now since June. I even filled out a customer service survey with a response for someone to contact me, no one has. Again no customer service. We are now at 12/6/22, the treadmill is still not repaired. The last time a tech was here was over a month ago on 10/31. The last technician even stated that this was incorrectly manufactured when he showed me the bent screws/hardware. This is unacceptable customer service. I have asked and I am still demanding a new treadmill, as this treadmill I was given was not manufactured properly or is refurbished.

  

  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.
  

  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 https://www.nordictrack.com/privacy-policy#return to further review if you would like.

  I do see more parts are on their way to you now and have shipped.  That **** tracking number is 4204413692748999937491583000156815  The technician will be reaching out for scheduling.

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

  Thank you 
  
  
  
  
  
  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18533419
  
  I am rejecting this response because:

  
  The treadmill I received was not properly manufactured. This is false and lying on Nordictrack. How can a brand new treadmill that was supposedly "new" have issues in a short time. How do I know that this treadmill is not refurbished? This treadmill that I was given is a "lemon". I have had two different technicians with multiple service calls that cannot fix the problem.  Again it was stated to me by the last technician that was at my residence on 10/31/22 not manufactured properly and was damaged at the plant. What is your response to that? Do you attest to the fact that this is normal for a treadmill to have these issues? Do all your customers have the same parts that need to be fixed? This treadmill was not manufactured correctly and the machine needs to be replaced. I understand the 30 day return policy, but this is not on my responsibility that this needs to be done. I am not liable for Nordic tracks fault of manufacturing an damaged treadmill. Again I was sent a faulty treadmill and issues did not start till after the 30 days. This is not my fault and your company should stand behind your product and replace the treadmill.  
  
  *****************************

  

  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.
  

  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 https://www.nordictrack.com/privacy-policy#return to further review if you would like.
  

  If you have not heard from the technician already you should be contacted shortly.

  Thank you!

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18533419
  
  I am rejecting this response because:
  

  My question regarding the technican's statement about the treadmill being not manufactured correctly has not been answered, nor why would a brand new treadmill have dented/worn screws/washers after barely any use? You can keep stating to me the return policy, but this treadmill was manufactured improperly and had flaws. No brand new equipment would have these major infractions if it was correctly manufactured or made correctly.      Funny now that I have submitted this BBB complaint, I finally hear from the technician to come out after no word since 10/31. 
  Sincerely,
  
  *****************************

  

  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.
  

  Once the technician arrives they can install the parts and order any further parts if needed for you.  We do sincerely apologize for your experience! 

  Thank you!

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18533419
  
  I am rejecting this response because: the business is not addressing the allegation regarding the technican's statement about the treadmill being improperly manufactured. If the technician is unable to fix the problem AGAIN today, how many times is someone going to have to come out. I have an email from one of the customer service representatives that my warranty is going to extended. I would like formal documentation of this from the company. As I believe this issue is not going to be resolved by the time my one year warranty is up. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/16/2022

  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.
  

  If for any reason any further parts or service is needed after your visit with the technician the technician will send us notes so we know how we need to proceed to get this resolved for you.

  Were 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.

  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

   
  Complaint: 18533419
  
  I am rejecting this response because: I had an appointment on Friday confirmed by email for 9:30 in the morning. As you stated in your response, that this was going to fixed this past week!!! Again I took time off of work to be available. The technician did not show up nor did I receive a phone call/message as to why or that he was not coming. I finally emailed and received a response asking if I am available next week (12/19 or 12/20) for an appointment with no mention as to why no one showed up on Friday. I responded yet again that I will make take time out of my work to be available. No response until Monday afternoon 12/19 stating that the technician that the company wants to send is would not be coming until 12/27. Here we are again with bad communication and horrible customer service. No acknowledgment that there was an appointment and it was forgotten about. So I have to take off of work again and wait another week listening to the noise coming from the treadmill. This has been close to two months since my last service appointment on 10/31. This is completely unacceptable customer service from a company. Also again there is no discussion of the technician stating the treadmill was damaged upon manufacturing from your company to me. 
  
  Sincerely,
  
  *****************************

  

  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.
  

  I have looked over your account and have escalated this issue with the service coordinator.  They are reaching out to the technician to let them know to be sure to keep the next scheduled appointment date.

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

  Thank you 
  
  

• Initial Complaint

  Date:12/06/2022

  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.

  The s22i exercise bike that I purchased (high end) was great for a while, however then it stopped working. I requested support and even with them acknowledging it was still under parts warranty and asking me to send video of the problem, which i did, I have gone back and forth via email for 2 months. I have attempted phone calls and sat on chat with them only to argue about needing an original receipt even though the product is registered....then the chat disconnects and I can't get any further help. I can only assume their entire system is built around making it difficult, because every time I provide all the information they ask for something new or disconnect me. It is seeming impossible to get any help from the company to do the most basic thing, fix my broken (expensive) bike. It's sad, I liked it very much while it was working but now they have abandoned what would otherwise be a loyal customer.

  

  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.
  

  We are happy to assist you however, we do need to have an image of your receipt from the time of purchase before any parts can be ordered.

  Once we have this, we are happy to troubleshoot and get any needed parts ordered for you.  Please provide this and answer the following questions.

  Does the power adapter have a green light on it?

  Does the controller have any blinking lights on it?

  Have you tried to do a pinhole reset?

  Thank you!

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18533365
  
  I am rejecting this response because:

   

  Two months of back and forth with your support teams, two different tickets....one team told me I need to talk to another team and the other asked those questions which I provided video of the problem and responded to detailed questions about what is happening. The response to this complaint just demonstrates the same behavior....asking for more information like a receipt for the product that was "registered" at the time of purchase and is already in your system. You also did not even look at the history, the emails, the tickets, the video of my problem....even after complaining to the BBB, you did not even go to the trouble of truly understanding what has occurred and sent a canned response.

  You clearly have no interest in helping me with what I assume is a fairly simple parts replacement. Months have gone by and it is the same set of questions all over again.
  
  Sincerely,
  
  *******************************

  

  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 looked over your account however, we do need an image of your receipt from the time of purchase to continue.  Once we have that we can assist with getting this issue resolved.

  Thank you.

• Initial Complaint

  Date:12/06/2022

  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 my treadmill in December of 2021. The treadmill did not arrive at my home until the end of February of 2022. This was because there was no assembly team in my area but instead of letting me know they just delayed my equipment for months. I started using the machine in March of 2021. I used it once and then heard a weird screeching sound in the base of the treadmill. It is so loud that I cannot hear the exercises on the treadmill. My husband and I removed the docking tool and it helped with the sound just a bit. The first technician to come out claimed that was the issue and ordered another one for them to install. Another technician came out and installed it but it sounded even worse. The next technician said it was a base issue and that the machine itself is malfunctioned but that he would try to order the parts again. I received the part a month later from NordicTrack, a technician still has yet to reach out on coming to try it. I reached out 3 weeks ago to ask when one was coming. The support team let me know they would be calling me to get it set up. It has been 3 weeks since then and no communication from their technicians' team. At this point, I bought a $3,000 machine that I can't use correctly because of a manufacturing issue and I cannot get ahold of anyone at NordicTrack to assist with this. I need a replacement and have a long-term warranty but no one has been able to help. I am on hold for 4-5 hours probably total now for all of this over 12, and sent to a new/different number or team. No one has been able to get the issue resolved in a timely manner. I need help getting ahold of corporate for a replacement treadmill but no one can provide it to me. See below for the picture of the same parts they have sent me 3 times. This is not fixing the issue but they do not want the hassle of replacing my equipment. I need your help BBB, Thanks!

  

  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.
  
  We have reached out to our service coordinator regarding your tech visits, they have confirmed that the parts that were sent are to be installed by the owner as they are part of the assembly. They cannot authorized a tech to come install those. If you choose to have a tech install them for you you may contact our member services to purchase that. 

  If you have any further questions, please feel free to reach out to our Member Services department at ************** (****)
  
  

• Initial Complaint

  Date:12/06/2022

  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 Rower in November on 2020. After moderate usage in my house, only by one person, the pull cable one pulls during usage of the machine snapped off.I have tried contacting the company several times via phone and email. The hold times seem endless...and I received no response to my email request. I did get through to an agent one time, but he told me the rower was off warranty for the service, but still on warranty for parts through the full two years. When I asked if I could pay for the service call he said no because it had been more than one year and that I would have to install the part myself. I of course complained about that point, and the fact Nordic Track would not fix such a fundamental problem - hinting at very poor quality. During this call the agent then requested to video call me to view the damage but I refused as I was not comfortable with this intrusion of privacy. The call ended there with no follow up from Nordic Track. I then sent the email noted above through their website and never received a response.I've tried contacting the company several times sense. No one on the service line ever answers. One time I selected the Sales options and spoke to a Sales person who confirmed that they were slow in Service and gave me a direct number to call. When I tried the number, it went to a housing or apartment company. Again I've tried calling their number several times and I just sit on hold with no answer.Clearly Nordic Track is not about standing behind their products and the BBB should alert the public to this.

  

  Business Response

  Date: 12/07/2022

  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.
  

  As your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine. 
  

  Thank you 

  
  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18531541
  
  I am rejecting this response because:  The response does not solve my issue, further demonstrating Nordic Track does not back up it's products and consumers should be fully aware of the risk of doing business with them.

  As suggested in their generic response, I tried the phone number, where I waited on hold for 30 more minutes today.  All together, over the last 1.5 months, I've spent at least 2-3 hours on hold with this company trying to get support.  So many times in fact that my warranty expired and per the last note they are recommending I contact their department for products not on warranty.  I should not have to pay for this part, but the first battle is even getting someone on the phone.  

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

  

  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.

  In looking into your account, we were able to order the necessary parts for you. The part order is ICS9558104 please allow **** business days for processing and shipping You can track that at the following link:
  https://my.ifit.com/MC/s/order-tracking
  
  

  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: 12/12/2022

   
  Complaint: 18531541
  
  I am rejecting this response because:  Thank you for the update and shipping the part.  Your communication does not address if your company will actually repair the product or if I have to pay out of pocket to have the rower repaired?

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

  

  Business Response

  Date: 12/13/2022

  Hello *****, 

  We apologize for the confusion, we have set up a 1 time courtsey call for you. your service request is SO-2701491 the tech will reach out once the parts arrive to set up your appointment. 

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

  
  Thank you
  
  

  Customer Answer

  Date: 12/14/2022

   
  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.  Thank you very much for standing behind your products and your effort to resolve this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/06/2022

  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.

  They sold me a damaged defective product. They accepted a return but wont issue a full refund. I have photos of damage and product not working. They wont fix the damage and have harassed me and wont follow their own policy. They sell damaged items at buyers expense. Then I have a bad shoulder and hip and have to lift and take it apart and pay to haul away. This place didnt provide me with the correct product.

  

  Business Response

  Date: 12/06/2022

  Hello-

  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your order. 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. 
  

  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#return
  

  Thank you!

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18530685
  
  I am rejecting this response because item arrived damaged and defective. I should not have to eat that difference and I wont. 
  
  Sincerely,
  
  ***************************

  

  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.
  

  We have sent this information over to our Billing team for you and have them further review your account. They have confirmed that we have a return policy in place that we need to abide by. 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, NordicTrack 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 your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.

  You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.

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

  Thank you
  
  
  
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18530685
  
  I am rejecting this response because you guys dropped off a damage defective item and I reported it right away with photos. Im not responsible for your damaged and defective products. I spent $5000 for a new treadmill not a treadmill that looks worse than used and is defective. I didnt get what I ordered and am not liable for this damaged/defective product. My peloton arrived  in perfect condition. This is poor service. I also dont accept you can deny a return after you pick it up you guys are dishonest and untrustworthy. 
  

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