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:11/28/2022
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 originally ordered the S22i (***********) April 2020 - it took awhile for me to get into, but honestly, we loved it once we did. Fast forward and the screen started getting messed up and we had to call in for issues because it wouldn't go away and finally got annoying. While it was a big process and far more complicated than it should've needed to be, by late January they agreed it was faulty and placed an order for a warranty replacement (**********). It wasn't too bad to hook up, noticed I'd have to tap a few times on the screen to get it to work - but after the prior ordeal it wasn't annoying enough to want to go through the support headaches again. Next it starts crashing, randomly. Sometimes mid workout, sometimes while looking for one, sometimes after. I may have reached out a time or two for a workout not getting logged, but not the crash - it always booted back up and it wasn't all the time. Then it became every time I powered up, by then it was annoying - so I finally tried reaching out. Got sent to other departments, back and forth between phone/email, spent over an hour trying to troubleshoot just to get forwarded to an unknown voicemail box (to which I hung up). Called back - logs apparently don't track the crashes and the warranty is based on bike purchase date so since I didn't report anything within 3 months of the new screen (which at the time were just small annoyances), now they want me to purchase a new screen. Why on earth would you not stand behind your product enough to send out a replacement that lasts? So since my warranty was almost up now I feel I was sent a likely refurbished or something not expected to last. Warranty timing should be based on that piece -- that piece is plenty new that NordicTrack/iFit should stand behind it. Very disappointed they do not stand behind their products and just want it to last to warranty date to get more money. Why would I pay for a new screen, much less new equipment, that likely won't last either?
Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have looked over your account and I do see your manufactures warranty for parts expired on 4/1/2022 and your manufactures warranty for labor expired on 4/1/2021, as you are no longer covered under warranty, please contact our non warranty department at ###-###-#### M-F 6AM-8PM MST so they can assist you in getting this resolved.
Thank you!
Customer Answer
Date: 12/07/2022
Complaint: ********
I am rejecting this response because: then that means you do not stand behind the original warranty if you just send parts that will not last. Fixing a warranty item with one that will break again is a horrible business practice. If the replacement part is not guaranteed to last then there is no reason for you to send a fully functioning piece to replace warranty items, is there? You clearly do not stand behind your product.
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.
As you are no longer covered under the manufactures warranty we are unable to send any parts or service. Please contact our non warranty department at ###-###-#### M-F 6AM-8PM MST for assistance.
Thank you!
Initial Complaint
Date:11/28/2022
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 bought a treadmill 1 year ago. I am purchased the warranty, so if I had issue it would be fixed. Now NordicTrack tells me that I need to look for a fitness tech, because they will not and that they will reimbursement $250.00. I talked to an American Fitness tech they said they could not come out unless Nordictrack hired them. I explained this to NordicTrack customer service, and they keep saying that they cannot come to fix my treadmill. I also told them to send me the $250 and I will try to find a Tech myself since they are not helping me. They told me that they could not do that either until I sent a receipt that shows the repairs. Why does that matter to them if they are not getting it fixed. What is the use of buying warranty if at the end they do not help me.Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have spoken to our service department and the technician you mentioned is about 5 hours away from you. If you are able to find any closer technicians we will reimburse up to $250 for the service once it is complete you can call in and send our member care team an image of the receipt to have that reimbursed.
If you need any further assistance please reach out to our ************************** at **************.
Thank you!
Customer Answer
Date: 11/29/2022
Complaint: 18471313
I am rejecting this response because:What happens if I cannot find one. My machine will not get fixed, is it that you guys' job to try to find one closer to keep us happy. The machines are not cheap and for us to worry about getting fix or finding a Tech ourselves why do you just not mention that in the first place, before we purchase the machine. I just feel frustrated because I am the one that has to look for someone instead of you guys I think you are the ones that need to look for one and get my machine fixed.
Sincerely,
*************************************Business Response
Date: 11/30/2022
Hello ********-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
This morning we have looked into this further for you and we are able to submit a product resolution form over to our product resolutions team to discuss a resolution.
In order to do so, we will need a few images of the machine first. Can you please send us the following images?
Thank you!
A picture or screenshot of the receipt from the purchase of the machine
A picture of the sticker on the machine that shows the model number and serial number
Lastly, three photos of the machine, with the full machine in the image.
Please also confirm the best contact number, email address, and shipping address as well.
Once this form is submitted, our Product Resolution team will contact you regarding the next steps.
If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)Initial Complaint
Date:11/28/2022
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 first year of membership was a single one year membership. When it came time for renewal, iFIT charged an upgraded "family membership" without any approval at all from me. When I asked them to refund the additional cost or provide a credit for the unauthorized "upcharge" they told me they were not able to refund. This was an unauthorized charge that I did not approve.Business Response
Date: 11/29/2022
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.
In looking into your iFIT account this morning, it looks like the charge for the renewal was in November of 2021 and November of 2022. As we did not hear from you within 30 days of this charge, we are unable to offer a full refund. However, we were able to refund you for November 2022 charge. Please allow **** business days for that to reflect your account.
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.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 ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:11/25/2022
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 NordicTrack RW900, purchased 5/1/2020. SN: MM641R0105843 Machine worked acceptably well with an occasional call to technical support for the first 2 years of purchase and was used approximately ****x a month throughout this period. We renewed annual membership and paid to access the recorded and "live" classes prepared for the rower. In addition we purchase an extended warranty plan to protect our investment. As of May 2022, that is when the machine stopped performing regularly. Interactive workouts would not load. Mid workout the training regimen would stop. Frequently when turning machine on, there would be various errors messages and we could not use the machine. I would call in to work through the problem and find new ways to reboot the system and do factory resets. The technology problems would get more complicated every time. Each time would take nearly an hour to get through to live support and resolve the issue. That was just for the software support.I started going through the warranty we purchased to seek assistance. There we learned that machine had a problem with the electronic resistance. They sent a part in the mail to fix that and then a tech was scheduled to install it. That process took a month, by then we were not using the machine for several months because we had to find the time to call in each time and fix one problem or another. Through this process, I was told that the warranty did not cover any of the hardware that is technology based, though the machine I bought included interactive technology which was a decisive factor in my purchase and I bought annual membership to access this.This is a closed system, we could only access IFIT programs. Mind you that IFIT and Norditrak is owned by ICON Fitness. We were told from the warranty comp. that the screen is an IFIT product and that the warranty did not cover repair of the screen/ technology.Now after one use the resistance is not working AGAIN!Business Response
Date: 11/28/2022
Hello *****-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
I have looked over your account and see you are covered for parts and service under an extended warranty. Please contact our extended warranty department (***) at ************** M-F 7AM-5PM MST so they can assist you in getting this resolved.
Thank you!Customer Answer
Date: 11/28/2022
Complaint: 18461960
I am rejecting this response because:The response is exactly why we want a refund for this defective product with poor customer service. They did not read our complaint fully to understand the issue. We are fully aware that we have a warranty for PARTS and service of the PARTS.
We have spend countless hours on the phone with ifit/nordic track. Yes, we have a re-occuring mechanical issue with the magnetic resistance which we are aware is covered under our warranty. However we no longer wish to call and schedule service. We just had this part replaced and it broke after one use.
The larger issue however is the software issues which continues to re-occur (machine stopping mid workout, not storing workouts, not starting, black screen, error messages) and are not covered under the warranty. We will not be satisfied until we receive a refund for this product that we no longer can use. There have been too many times that my husband and I sit down motivated to do a workout only to find the machine is not working. We have tried and tried again to resolve the software issues and nordic track only walks us through reboots (this process takes over an hour each time). Nordic track is free to come and take the machine off our hands as well. We would not even try to sell this machine to anyone else, as morally we feel the machine is defective, is backed by a company who does not stand by their promise, and we would not feel good giving this problem to anyone else.
Sincerely,
***************************Business Response
Date: 11/30/2022
Hello *****-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We have looked into this for you and have gone over your account and you will need to contact the extended warranty department (***) at ************** M-F 7AM-5PM MST so they can look further into this for you.
Thank you!
Initial Complaint
Date:11/23/2022
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 wife purchased a NordicTrack T6.5si, during operation it forced a firmware update, the update failed to complete and then bricked the Android ** on the Tablet that the treadmill uses. We called customer service concerning the issue and they told me it was a "hardware" issue and that the part was out of warranty and we would need to pay $450 dollars to replace the console. I proved my case that this indeed is not a hardware issue but yet a failure in their software to properly update the ** on the tablet and they refused to accept this. I even showed them video proof over a text messaging application on the iPhone and still they "claim" it was due to some hardware failure and that their developers know this to be true, the error is clearly a standard Android firmware error which even occurs on phones... the message is Supported API: 3 when trying to factory reset. I even stated I would be willing to ship the console to them for them to flash the firmware for a charge, but their only response/answer was that I needed to purchase a new console... we had spent $1400 on a treadmill which now does not operate at all and NordicTrack/IFit is not willing to accept any responsibility that it was the update THEY pushed to our treadmill which broke it, it was working perfectly fine prior to the update.Business Response
Date: 11/28/2022
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.
Unfortunately this is correct. The only way for us to fix the ****3 error is by replacing the console and it looks like you are outside of warranty, this is something you would be required to pay for. The android system that failed is not something we can troubleshoot, it's only the iFIT software system that we can troubleshoot. We are unaware of anyting we did on our end to push any update to cause this issue, we are having our engineers look intoAs 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.
Customer Answer
Date: 11/28/2022
Complaint: 18459199
I am rejecting this response because:The customer should not be responsible for the device's OS failing, the customer has no control over whether or not the Android device fails during any software/firmware update, this is the responsibility of the company deciding to use an Android device, as a company you represent your products hardware and software, if I the customer have not physically damaged the product then the customer should not have to purchase a new one should the device fail during an update to YOUR software, I did not request the update to the software, it was forced upon me as a customer... there is no way as a consumer/customer for me to reject any of YOUR updates to prevent something like this from occurring... and I reiterate prior to this update this Android device had no problems turning on and off and being used, so being that YOUR update is what caused the device to no longer function, this should not be the responsibility of the consumer/customer to replace at the cost of $450 dollars, it should be the responsibility of the business to fix albeit with a repair cost which is understandable. The device simply needs a firmware flash to repair Android operation since it's stuck in Recovery mode, you can find MANY articles on this matter simply by Googling Android Stuck on Supported API 3. You as a business should be offering a means of the customer to send in the tablet for inspection so that you can see no water/physical damage has occurred to the unit and then simply flash the firmware, phone companies do this all the time when the android device is bricked, why can't you? This is a completely unacceptable response.
Sincerely,
*********************************Business Response
Date: 11/29/2022
Hello-
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.
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.Initial Complaint
Date:11/23/2022
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 purchased a NordicTrack Vault in Jan 2022 (+ iFIT membership). In March, the machine began having issues where it would not load workouts, time-out or need to be reset. I called iFIT support at that time & was taken through several admin steps to fix the issue. The tech support person I spoke with advised of concerns that while I was in the "admin" backend of the device there was no "upgrade" function to update software. He noted that he couldn't see it on his end either and therefore was concerned about functionality. After a very lengthy phone call with several troubleshooting steps, the machine was working so tech support was confident we were able to override the issue. A few months later, the machine is not working again, trouble loading workouts + never updating with newer workouts. When I try to load workouts & challenges from the app on the vault, it returns an error "this workout is not supported by this device". The issue persisted for months, but I lacked the time to deal with it as a working mom of two toddlers so I just used my phone app. I spent 6 hours on the phone across two days trying to resolve the issue. I was asked to run several internet diagnostic tests as iFIT would NOT assume responsibility or assist me further until they were sure that my home internet was not the problem. I had to call my internet provider and ask a series of questions per an email I received from iFIT. **************** is horrendous - constantly being transferred to the wrong department, dropped into a queue and having to re-explain myself to yet another wrong department. In the end, iFIT finally accepted responsibility for a faulty console, but because I am outside of the ridiculous 30 day return window, I can only have a warranty replaced part that I am required to install myself with "FaceTime guidance". I spoke to several depts seeking a refund due to recurrent issues with the machine & horrible customer service interactions, but they would not allow the exception.Business Response
Date: 11/25/2022
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 were able to order the necessary parts for you. The part order number is ICS9547444 You can track that at the following link:
https://my.ifit.com/MC/s/order-tracking
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 11/25/2022
Complaint: 18458941
I am rejecting this response because:I was already aware of the policy and understand. That said, the machine didnt start malfunctioning until after the 30 day window and considering the horrendous experience Ive had BOTH with customer service and with the product consistently having issues that there would be an exception. I am aware that the part has been shipped because I spent nearly three hours on the phone with several different departments being told about the policy and basically backing me into a corner with the warranty only. I was also told I need to perform the warranty repairs MYSELF. I cant even have a technician come out because they are contracted and make their own schedule. This further prolongs the wait time that Im paying for a machine that is basically a $2000 mirror and storage closet. I will never purchase another piece of equipment from iFIT/NordicTrack after the way this matter was handled. I am not hopeful that the warranty part will fix the issue, or that it wont break again, but I have been told several times that the machine has to be unfixable before moving to the next step. This has been an utterly ridiculous and disappointing experience from such a well-known fitness brand.
Sincerely,
*************************Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.We have gone ahead and set up a service order for you. That service order number is SO-*******. The technician will contact you to set up your appointment once your part arrives to service your machine.
Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:11/23/2022
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 purchased a Treadmill 10-31-2022. I paid extra money for installation and extended Warranty.
The treadmill was not put together right and has the following issues:
1. When using the treadmill at any speed under 2 and incline under 2 the band gets lose and I almost injured my leg.
2. There are parts that are loose and that are not fitted correctly.
3. The machine makes a noise on higher incline.
4. The tool to tighten band was not included.
I called customer service and refused to send someone to fix it. This is new machine and I should not be required to make repairs and possibly void the warranty. I have not been able to use the machine consistently because of the risk of injuring my knees. I received a 30 day free trial for IFit which I have not been able use due to the machine not working.
I attempted to contact customer service again and no one answered, I tried to chat and no one ever answered. I sent an email and no one has replied. They are unresponsive.
I want the following:
1. Someone to come and get this machine built correctly and adjusted.
2. Extension of my free trial for IFit.
Customer # ******** Order # ******* Invoice # ******** Web Order # **********Business Response
Date: 11/25/2022
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 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 youCustomer Answer
Date: 11/29/2022
Complaint: ********
I am rejecting this response because:I need this issue to be resolved before I can say I agree with their response. I don’t know if the tech will call or if they will resolve the issue. Once my issue is resolved I will be gladly accept the resolution.
Sincerely,
***** ****Business Response
Date: 12/01/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.We understand, please respond if you have not been contacted within 3-5 business days for scheduling.
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 youInitial Complaint
Date:11/22/2022
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 our Norditrack **** 12/14/21 which is not even a year old and still under warranty. Since the day we received this product it's been a risk to our life. We paid $200 for white glove service. Only a week after receiving the product the belt was clunking and our stride was uncomfortable upon impact. We spent hours holding for a virtual tech to walk us through troublshootiing who said we need a new computer part. We got a computer part and was still making clunking noise and spinning with lumps. We then had to hold again for a second call where the tech sent a new blet that we received a month later. Then in March my husband was running on the treadmill and the belt abuptly stopped, then it kicked back on before stopping for good with monitor going blank. This had nothing to do with Emergency button as it wa NOT clipped to him and he could have gotten really hurt. He worked with virtual tech and troubleshooted for hours and it was fixed temporarily. I used the treadmill on 11/14/22 and the treadmill abruptly stopped on me and I flew towards the back of treadmill where it kicked back then on again before stopping for good with monitor going blank. Same issue my husband had in March. We created a case number on Nov 14 and no one had called us back and it's now Nov 21, I called and was holding 1.5 hours before getting kicked around depts 5 times. We spoke to Destiny who stated she was the highest manager at iFit and is forcing us to sign an injury waiver for my whiplash (obviously) so they don't get sued or they won't honor the warranty service unless waiver is signed. Getting jolted with muscle aches has nothing to do with the company honoring their agreement. All we want is a safe equipment in the form of a replacement treadmill or refund so we can buy a new machine that actually works and won't kill us, we don't want to die using this faulty treadmill. Destiny promised the waiver form by today 11/22 (24 **** **** still don't have it. Greedy scammers!Business Response
Date: 11/23/2022
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We have reached out to ************** to let them know to send over the waiver as quickly as possible.
You will be receiving it within the next 48 hours.
Thank you!
Initial Complaint
Date:11/22/2022
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.
I purchased a proform cardio hiit machine from ****** 1/20/22. On May 27, 2022 it broke. I called proforms warranty service the same day it broke. I spoke to a woman who ordered parts and set up a visit with a technician to come and fix the machine. It took over a month for the technician to come and he was unable to fix it. He stated he needed to order more parts, again several weeks later he came back and was unable to fix it. I filed a complaint a few months ago with the bbb about this, when I got the email from the bbb asking if the issue was resolved I had a pending appointment with a technician to fix my equipment. After the technician came for the 3rd time and told me he could not fix it the case was already closed. After calling customer service almost on a weekly basis trying to get some answers and speak to someone about replacing my machine, I received the same answer over and over that I would be hearing from someone within 24 hours and never did. The technician came to my house a 4th time November 3, 2022, and again could not fix the machine with the parts he ordered and stated it was not fixable and to call proform to complain but to wait until the 7th to make sure his notes were in. I called the 8th and they told me Id hear from someone within 24 hours and never did. I called back today 11/22/22 and was told that they were waiting for the technicians notes, but I know they were already submitted. So at this point, 6 months later I still have a broken machine and am getting no help from proforms warranty/service department. All I am asking is for my machine to be replaced since it cannot be fixed and is under warranty. I cant believe this has been going on for 6 months and this company is okay with treating their customers this way.Business Response
Date: 11/23/2022
Hello *******-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
We do see that further parts have been requested. Please move the machine to a room with more room for the technician to work in or clear the area so the technician can have enough room to work on the machine.
Once the machine is moved we can order further parts for you.
Thank you!Customer Answer
Date: 11/25/2022
Complaint: 18453183
I am rejecting this response because: The parts were just ordered after I filed the complaint with the BBB. I just received an email from I fit confirming the order Of the parts. The problem is this is now the 5th time parts have been ordered and will be the 5th time a technician will be sent to my house. It has been 6 months of the same thing. I have already been told from the technician that my equipment cannot be fixed. They need to replace it.
Sincerely,
***************************Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
As your machine (model PFEL07920) was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter.
In looking into your account, we can see further parts were ordered for you. That order number is ICS9546733, once you receive the parts the technician will contact you to schedule a return visit.You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 11/30/2022
Better Business Bureau: the machine was purchased from another vendor, however the warranty was through proform/Ifit. It is so ridiculous that this has gone on as long as this. The right thing to do would have been to replace it immediately after the technician came for the first time and said he couldnt fix it, but here we are about to set up the 5th appointment. Your product is ****, and your parts department and technicians are even worse. There is also more than enough room and adequate lighting for the technician to fix the machine.
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:11/22/2022
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.
Predatory billing practices! I paid for a discounted promotional membership of 5 years with my equipment purchase. I stopped using the service after a couple years, and wasn't aware of anything set to auto renew, or that it was even possible since my credit card would have expired. They used credit card information to auto renew my account from 5 years prior, and when I caught the charge, they were unwilling to refund anything even though I hadn't used their service for several years. I read of dozens of users with a similar experience.Business Response
Date: 11/23/2022
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.
In looking into your iFIT account this morning, it looks like the charge for the renewal was in Dec of 2021. As we did not hear from you within 30 days of this charge, we are unable to offer a refund. Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.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 ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 11/23/2022
Complaint: 18452758
I am rejecting this response because:Your own agent confirmed that you charged an expired credit card 5 years after I believed that I was done with your company. I dont remember seeing anything that indicated that I would be auto-charged after the 5 year pre-paid period was over. I don't know why my bank let the transaction go through when the card was expired, or why you charged an expired card instead of trying to get unexpired card information - at which time I would have canceled. The only reason I didn't contact you in the 30 day window to cancel is that I never knew about the charge because it hit an expired card that I no longer use. I consider the transaction to be fraudulent in nature given these circumstances, and will dispute it with my bank if nothing is resolved here.
It's sad that your company isn't happy with the 4 years or so where I paid you without using you service, but also insist that I be charged that long after I thought I was done with your company in a fraudulent manner, and that your policy states you can't do the right thing and refund me that charge. Predatory billing indeed.
Sincerely,
*************************Business Response
Date: 11/30/2022
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.
As we did not hear from you within 30 days of this charge, we are unable to offer a refund. Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS. 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 ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
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