Business Profile

Exercise Machines

iFIT

Headquarters

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 Complaint

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:12/06/2022
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,

***************************
Initial Complaint
Date:12/05/2022
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 received a replacement x32i incline trainer (treadmill) in approximately December 2021 to replace the one we had for one year which had numerous issues which had to be repaired over the course of one year of ownership. It finally had a break in the frame which caused IFIT to replace the entire machine. In November 2022, the replacement machine started having issues to include burning smell originating from the fan and a very squeaky sound every time I ran on the machine. I reached out to IFIT customer service as I had over the past couple of years with issues as described above, but this time I was on hold for over 1 hour on multiple occasions without reaching anyone. I finally called back after trying for an hour 3 other days without luck and was finally able to reach someone after just over an hour on hold. The person was not a technician as I was used to speaking with historically, but seemed like someone in another country reading from a script. I was told to take video of the issues and send to her email as she would follow up with a technician. After a couple of days with no response I followed up asking for a status update. I was told IFIT was shipping a replacement fan and that the squeaky was normal. I responded that after having the same type of machine for over 2 years that I was used to what normal was and the squeaking Im experiencing was not normal. I also found a couple of welds I the frame which were broken, so I followed up with photos of that asking for a solution. Now, after several days of continuous outreach via email to several email addresses including the person who told me to send her videos in the first place, nobody will respond to me. Of note, when I purchased the machine originally, I purchased an extended warranty, so my machine is under warranty and they are still non responsive. Ideally at this point Id return the machine for a full refund and be done with IFIT; however, Id also take them honoring their warranty I paid for.
Business Response
Date: 12/06/2022
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 and talking with our extended warranty professional, they have confirmed that we are unable to set up a tech to install fans as that is not covered by your extended warranty. We apologize for all you have been through.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you

Customer Answer
Date: 12/06/2022

Complaint: 18528692

I am rejecting this response because:

Sincerely,

***********************

nowhere did I request a service tech, I asked for someone to send me all the parts necessary to fix your broken product.
Business Response
Date: 12/08/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
Your replacement order has been shipped and the tracking number is 4202204692748901303938583004680013. It was shipped on 12/2. If you could please provide pictures of the broken welds we will see what we can do for you.
If you have any further questions, please call our Billing team at **************.

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.
Working with your escalation team to address the defective machine.

Sincerely,

***********************
Initial Complaint
Date:12/05/2022
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.
In October of 2022 (exact date unknown) I reached out to iFit to cancel our monthly membership and close the account. The customer service representative stated she had canceled it.
On November 23, 2022, I reached out to iFit to due to noticing multiple charges on my bank statement. The customer service representative assured me they would reimburse all charges (3 charges at $16.18) for a total of $48.54. One charge was reversed.
December 5th, 2022, I reached out to iFit to due to another charge being made. They have assured me that the payment will be credited back to my account, but after further reviewing, there are multiple charges of $16.18 that are not inline with due payments.
After speaking to a customer service representative today, I was promised a return call from their supervisor. There was no return call and no effort to return funds that were wrongfully charged.
Business Response
Date: 12/06/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
We have looked into this and see *******************, was activated with an activation code and we can refund the recent charge in Nov of 2022 if you recognize this email. On another found account ***************************, we have refunded the charge for November of 2022.

We are unable to refund for all of the months charged.
Thank you!
Business Response
Date: 12/08/2022
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.
I have spoken with our IFIT department, we did not open any of the accounts. They were opened using an activation code. We are able to refund the month of November for you if you recognize the previous email sent. We are unable to refund you for every month charged.
If you wish to read more about the terms and conditions, please go to https://www.ifit.com/terms-of-use
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you.
Customer Answer
Date: 12/08/2022

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:12/05/2022
Type:Product 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 machine from Nordictrack. It broke very quickly, while still under warranty. Nordictrack sent out part after part, and repair after repair with no success. They finally sent me out a new one after hours on the phone. The new one did not have most of the parts, and is rendered useless without. I cannot get anyone on the phone in a reasonable time, or any answers.
Business Response
Date: 12/05/2022
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 would be happy to get any missing parts ordered for you. Please provide the key numbers for the missing parts (These are located in the exploded diagram in the back of the users manual.) Please also include the machines serial number and we can get the parts ordered for you.
Thank you!
Customer Answer
Date: 12/05/2022

Complaint: 18523684

I am rejecting this response because: There was no contact information included. I have made multiple calls, and emails. No response. All that they responded with was their generic response to everything. I need direct contact information, or they need to contact me where I can respond. TO A PERSON!!!!

Sincerely,

***************************
Business Response
Date: 12/06/2022
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 you'd like to speak to somebody from our member care, please call ************** M-F 6AM-10PM MST for assistance.
Thank you!
Customer Answer
Date: 12/07/2022

Complaint: 18523684

I am rejecting this response because:I have spent hours on hold and have been hung up on multiple times right after someone answers. I would like direct contact with someone to help with this. Your 800 number, and online chat, have become scams since all of the layoffs.

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.
We would be happy to get the missing parts ordered for you. Please provide the machines model number, your serial number, shipping address, and the key numbers for the missing parts.
Thank you!
Customer Answer
Date: 12/12/2022

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:12/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/21/2020 I purchased a treadmill from Nordic Track. I followed monthly maintenance schedule suggested of oiling and cleaning machine. On 10/25/2022 it failed outside of it's warranty. I called IFIT(Nordictrack) on 11/4/2022 and paid $159 to have a tech come to my home to repair. I have emailed and called multiple times, and no tech has come. At this point it has been 30 days. I would like my $159 repair fee refunded, as no one has come to my house to fix the machine.
Business Response
Date: 12/05/2022
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 the tech requesting them to contact you ASAP.
We apologize for the delay and appreciate your patience as we work to get this resolved as quickly as possible.
Let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/02/2022
Type:Delivery 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 treadmill from nordictrack.com on 11/12/2022. When it was delivered, the delivery guys put it together in our basement and left quickly. We got on the treadmill shortly after and it made a lot of noise and was very unsteady. I called the delivery people right away and they said we cannot come back.I called the customer service line and the people could not even pull up our account. It was a very simple thing we were explaining that someone needs to come back and put it together properly. I called within an hour of the delivery but they could not help me AT ALL!! It was ridiculous. My daughter and I called again the next morning and spent hours on the phone with them, no one AGAIN was able to help. we kept asking to speak with a manager or supervisor but they didn't transfer the call. finally, they told us that someone will call you and come to fix it. IT HAS BEEN 2 WEEKS AND NOTHING. do they just want the 30 day to pass so they don't do anything at all.THIS IS THE WORST PURCHASE WE HAVE EVER MADE. THIS IS THE WORST CUSTOMER SERVICE WE HAVE EVER HAD TO DEAL WITH. How can you delivery something so expensive, not install it correctly and then have no one to help us. we need help immediately with this issue. INVOICE NUMBER ******** ORDER NUMBER ******* WEB ORDER NUMBER NT11236023
Business Response
Date: 12/05/2022
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. We have confirmation that the tech reached out to you about an hour ago.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 12/11/2022

Complaint: 18517598

I am rejecting this response because:
The people came to look at the treadmill to troubleshoot and said the treadmill has a lot of issues with it.he said to contact you all after 3 days. I am not calling the warranty line because they have been useless. I need you to look into this and resolve the problem. At this rate, we dont want a damaged treadmill which was delivered to us.

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.
We have reached out to our Billing and returns Department and they have gone ahead and issued you a new machine, your new order number is 2341435 Please allow 3-5 business days

You will be contacted to schedule pick up on the machine in home within 2-3 weeks, please know we require the machine to be available outside of the home at the time of the appt, and fully assembled.

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

Thank you

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