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.

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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:11/22/2022
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.
My wife purchased a Nordic Track exercise bike for our anniversary gift 08/08/2022. This gift has been nothing but trouble. It arrived broken, without a power cord and my wife was told she'd get a year of Ifit with her purchase and only got a month.(she was signed up without her knowledge for a family plan as well.) Once, the supplier arrived to put it together, they didn't tell us that there wasn't power, or that they damaged the equipment. I have called to get a tech back and and new plug. I have received the plug, but no new parts for the broken one! Now, that we finally got to power on our equipment (11-21-2022) we find out it wasn't put together correctly and makes a really loud noise. I've spent hours on the phone troubleshooting and talking. We need to be treated better!! We want the bike...IF it works correctly and we were told to get it removed from our house we'd have to pay. At this point we would like a brand new bike and some form of discount.
Business Response
Date: 11/22/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine's issues. We completely understand where you are coming from on this matter.
We're happy to get this taken care of as quickly as possible.
Please provide a video of the current noise issue.
Thank you.
Customer Answer
Date: 11/24/2022

Complaint: 18450486

I am rejecting this response because: Video Link https://photos.app.goo.gl/EEZuEWfbUBkyX4yX9

It seems these are getting rejected. Please let me know if you haven't received the link and photos. https://photos.app.goo.gl/EEZuEWfbUBkyX4yX9

Sincerely,

*******************************
Business Response
Date: 11/29/2022
Hello,

Thank you for providing the video.

We have placed an order for your replacement parts on your behalf to resolve the noise issue. Order number-ICS9549642.

We have let the tech know that additional parts have been ordered for your bike and they will install them during your service visit.

Please let us know if you have any questions.

Have a great day!
Customer Answer
Date: 11/30/2022

Complaint: 18450486

I am rejecting this response because:

Thank you for the update and quick response during the holiday season. Can you please inform me when the service call will be schedules? Be well!

Sincerely,

*******************************
Business Response
Date: 12/01/2022
Hello,

The tech will be contacting you within the next ***** hours to schedule your service visit.

Please let us know if you have any questions.

Have a great day and weekend.
Initial Complaint
Date:11/21/2022
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.
July 2022- my NordicTrack treadmill caught on fire and almost burned down ***********. My treadmill is under warranty. I called NordicTrack and the told me that I had to wait 30 days to be contacted by legal department. It was agreed 30 days later that a new replacement treadmill would be delivered. My replacement treadmill is a lemon and a service tech has been out 3 times. machine still is not functional at all. new parts ordered (for the third time). I received new parts, technician no longer works for NordicTrack. Per NordicTrack, they are very sorry, nothing that they can do. now it is my problem to try to get replacement treadmill fixed as there are no more service techs in my area. NordicTrack refuses to replace my lemon replacement machine. This is a $4,000 machine and I am told that I am just out the money, however I am still under warranty. I feel that this is illegal
Business Response
Date: 11/22/2022
Hello *********-

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

In looking into your account, we can see a Product Resolution form has been submitted for your machine on 11/21/2022. Someone from the ***************************** will be contacting you via email or phone call within the next **** business days regarding the Product Resolution.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you

Customer Answer
Date: 11/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:11/21/2022
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.
Purchased a Nordictrack Commercial on 8/18/2015 that has a lifetime warranty on the drive motor. Model No. NTL14114.0 See # GG33011000845. The drive motor has experienced a bearing failure. We contacted the company on Tuesday Nov 15th and spoke with *********************** ***************************************** who confirmed our system was registered and requested a video to confirm that the motor had failed. We sent the video. ****** in verbal and written correspondence indicated he was working to "follow-up about the drive motor to be sent". After receiving the information he requested that my credentials as an engineer to diagnose the problem be sent. I sent the fact that I hold 2 engineering degrees, I managed a DHS TSA laboratory test program for 10 years and previously 8 years as TSA's operational test manager along with my credentials as a certified DHS Level III Test and Evaluation. Originally this was delivered via word document then a request came to pdf the document. After spending multiple hours waiting on hold and conversing both by email and phone, providing video of the motor operation confirming the source of the noise, the company responded that a technician would be needed at a minimum cost of $159 with potential additional costs. The company indicated that the technician would not have the part to this bakes in an additional trip charge. A new part on line is approximately $300. The company strategy seems to be to string customers on then turn a profit on the multiple service calls or have the customer give up.
Business Response
Date: 11/21/2022
Hello-

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

We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.

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

Thank you

Customer Answer
Date: 11/22/2022

Complaint: 18435989

I am rejecting this response because: Nordictrack claims to have searched the email, address and phone number provided failing to find an account with the registered machine. They also indicate that they were unable to locate logged calls and parts orders and that I am "welcome to reach out to our member services at 1-833-680-iFit. The system, Model # NTL14114.0 Serial # ************* was purchased directly from Nordictrack and shipped to *********** address listed and the warranty is registered with the company. As noted in the complaint we were communicating directly with ***********************, a 'Product Specialist" ***************************************** on November 15 and provided a video of the failure as well as proof of purchase. He was able to "locate" our registry and address. One of the communications was sent on Nov 15 at 12:53 if that information can assist the company to "locate" logged calls. He also communicated with us at 8:01 on the 16th asking for my credentials as a test engineer. My wife also spoke with ***** on several occasions that indicated the calls would be recorded. Additionally, we have received numerous emails from Nordictrack identifying the date of purchase and offers. In fact, we had preventive service obtained directly from Nordictrack in 2020 as a result of these communications. That particular communication was sent on June 16, 2020 at 5:06 PM offering "stay healthy while staying at home" offering 20% off preventative maintenance also indicating the date of purchase (08/18/2015) as well as the Model Number in a section of the email called "your product details".
We have spent hours on hold, spoke with ***** on several occasions, provided information including video of the drive motor failure. Reaching out to "member services" as offered by the company to begin this frustrating process once again is not an attractive option. The company should be able to identify the location and account based on the fact we purchased the unit directly from them, went through them for preventive maintenance in 2020, and the fact that we spoke and communicated in writing with their employee on November 15th who was able to locate our information.

Sincerely,

*********************************
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.
In looking into your account, we can see you have been in contact with our member services team. We apologize, but we need to have a tech come out and take a look at your machine before a new motor may be sent. This is a company policy. 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.

Customer Answer
Date: 11/24/2022

Complaint: 18435989

I am rejecting this response because:
In the first response my account could not be located. The second response indicates the system is no longer under warranty yet the owners manual states "The frame and drive motor are warranted for a lifetime". On November 16th the customer service representative had me provide video evidence of the motor drive failure which I did. Once again it seems iFit or Nordictrack has administrative issues.

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.
Where this equipment is no longer covered under labor we are not able to troubleshoot any issues or order any parts under warranty without proper diagnostics from a tech. We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will start at $159 before state and local tax and any trip fees. The technician will come out and diagnose the problem and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts. You will then contact us to order the parts and then we can set up a return visit for $65 as long as its within 30 days of the visit. Once the service is paid for
As our policy states we are unable to send a new part regardless if its covered by warranty without tech approval.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you
Initial Complaint
Date:11/18/2022
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.
This is an absolute scam. The company sent an email in August about a monthly subscription that somehow goes to spam and then I get automatically charged for 3 billing cycles without email notification? The receipts were apparently again sent to my email but mysteriously landed in the spam folder? When my email is associated with the account? When I call to cancel, that email that gets sent out after that immediately goes into my inbox? Unlikely story -- absolute scam and horrible business.
Business Response
Date: 11/21/2022

Hello-

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

We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine. Please respond with the correct information and we would be happy to look into this matter for you.

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

Thank you
Initial Complaint
Date:11/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Nordic Track elliptical and received a free I-Fit trial. At the end of the trial the company sent an email and no paper bill advising of an auto renewal which was sent to spam in my email. Do to an illness was unable to call and company refuses to refund or pro-rate the membership. This feels like a scam between Nordic Track and I-FIT to bill a credit card used to finance the machine. I would like the membership refunded or pro-rated as I have not been able to use either the free trail period or the membership due to the machine not working properly.
Business Response
Date: 11/21/2022
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 July of 2022. 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 Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:11/18/2022
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 a treadmill (model # PFTL27721.0 serial # ************** back in May, in july the treadmill stopped working while still under warranty, Since then I've been calling cust. service for a solution. They kept sending the technician and the same parts over and over but the treadmill still doesn't work. Every time the technician comes says they need to send a new treadmill, but when I call they just keep sending the same parts. Every time I put a claim, I have to wait 2 weeks for the part to arrive plus another 2 weeks for the tech to schedule the visit. It's been almost 5 months now that I cannot use my treadmill and the company refuses to send a new one. So far they replaced the motor twice, the main board twice, a shaft and now they want to replace the belt, which has been ordered over a month ago (ICS9516288) and still haven't received it. Every time I call cust service they tell me that can't do anything but send me new parts. I have made multiple video calls sowing the issue, took and send videos, the technician took videos and certified that doesn't work.As I said above, I haven't been able to use my treadmill for almost 5 months and the company doesn't want to provide any solution.I need a resolution, either send me a new treadmill or my money back.Thanks
Business Response
Date: 11/21/2022
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 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.
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: 11/21/2022

Complaint: 18435465

I am rejecting this response because:
When the problem started the machine was still under warranty, if you can check the history of my tickets, you will see that it is the same problem that was never resolved.

Sincerely,

*******************************
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.

In looking into your account, we can see the part you have been waiting for has shipped as of 11/18. You can track that at the following link: https://my.ifit.com/MC/s/order-tracking or by the traking number which is 1ZX8444W0346927067 shipped via UPS.
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.

Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:11/18/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Nordic Track treadmill and the 3 year iFit membership, along with extended warranty in early Oct 2022 (7 weeks ago) for $4,000. The treadmill was delivered and does not work. We had a tech out to fix the machine 10 days ago and he said we need to order several parts and basically that the entire machine needs to be replaced. Nordic Track refuses to take any responsibility and keeps claiming that we are still waiting on the tech to submit his notes from 10 days ago so we can order the parts. Why is the tech allowed 2 weeks to communicate back to Nordic about which parts are needed? I have a $4,000 treadmill sitting in my basement that doesnt work at all, and no one who can provide an explanation OR A SOLUTION. I have called customer service every single day for the past week and hear a different excuse every time. And then to top it off if I would like to return the machine with their money back guarantee I have to pay for all of the shipping and handling, plus a 10% restocking fee. Just a complete and utter joke.
Business Response
Date: 11/22/2022
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. Your order number (ICS9544306). You can track that at the following link:
https://my.ifit.com/MC/s/order-tracking

They were also able to set up a return service order for you. That service order number is SO-2683662.

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.
Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 11/22/2022

Complaint: 18433779

I am rejecting this response because:
I do not trust that they are taking this matter seriously and that my issue is going to be resolved. I will not accept their response or actions taken until I have a working treadmill in my basement. It took them 13 days from when their tech visited my home to simply order parts (that *** not even repair the treadmill). We were also informed that one of the parts will not be available until Dec 12th. That is 2 full months from when the treadmill was purchased. Then, once the parts finally arrive we will have to try and coordinate a service visit with their tech again who doesnt answer the phone and has a voicemail box that isnt set up.
I purchased this treadmill when I was 24 weeks pregnant as it is winter in ** and it is hard to get outside and get a good workout or walk. By the time the parts arrive I will be 34 weeks pregnant, and that doesnt even guarantee it will work by then.
My only option for a return is to waste money and pay for them to come pick up the machine (when I already paid for delivery) and pay a restocking fee as well. So to return the broken item I would spend about $1,000 of wasted money for an issue that is not my fault in the slightest. All I did was order an expensive treadmill and expected it to work when it arrived. It did not and calling customer service does nothing for me. I do not and will not accept their response until 1. I have a working machine or 2. I have a completely free return option.

Sincerely,

***************************
Business Response
Date: 11/23/2022
************-

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 have reached out to our parts specialists and they have requested that these parts are shipped by Monday November 28th.

Thank you!
Customer Answer
Date: 11/27/2022

Complaint: 18433779

I am rejecting this response because:
As stated in my previous message I will not be accepting your solution until the solution is actually followed through with and resolved This issue has been going on for several weeks with no end in sight, and no reasonable timeline for resolution. You need to do better.

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.
I have looked over your account and I do see all parts have shipped to you, the final part shipped as of 11/28. Once all parts are received, the technician will contact you for scheduling to install the new parts.
Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:11/16/2022
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 paid for an extended warranty at the cost of $179. IFIT cannot honor the extended warranty, therefore I need a refund! I want someone to call me and work out the details of getting my refund!
Business Response
Date: 11/16/2022
Hello ****,

We are so sorry about the inconveniences and the frustrations that you have experienced with your extended warranty. We completely understand where you are coming from on this matter.
After reviewing your account we see that you were informed that there is no tech company in your area. We have also confirmed this with our service team.
For further assistance, you will need to contact our extended warranty department they can be reached at- ************** Their hours are M-F 7AM-5PM MST

Customer Answer
Date: 11/19/2022

Complaint: 18411512

I am rejecting this response because: I want Ifit to call me and walk me through the refund process. I want the transaction number of how the 179 is refunded, including check number!

Sincerely,

*******************
Business Response
Date: 11/21/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
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 30 day return policy expired on 01/13/2020. 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 are also not able to refund the cost of the tech visit. Once the tech steps foot in your home, it cannot be refunded. We apologize.

For further assistance, please contact our non-warranty team directly at-************.

Thank you!

Customer Answer
Date: 11/24/2022

Complaint: 18411512

I am rejecting this response because: i want my refund for the extended warranty period!

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 reached out to the extended warranty team on your behalf. They will get the refund process started for you right away.

Your will receive a check via mail within the next 30 days.

Please let us know if you have any questions.

Thank you.
Initial Complaint
Date:11/14/2022
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 x32i Nordictrack treadmill in September of 2021
I purchased an extended warranty with it as well- which should cover all parts for 5 years.
The treadmill has been a complete lemon since purchasing

Software issues, connectivity issues, the console went, the base broke, the axel broke, it is unusable.
I have reached out over 20x to Nordictrack customer service- I get hung up on, "disconnected", on hold for hours, told the "parts are backordered with no idea when they will be in", that parts are in "processing" - the complete run around. I have requested emails and call backs from managers with zero response. I still do not have a treadmill I can use. I first reached out about the console September 15- it is still not installed.
Beginning of October, the entire base cracked while I was running on it- and I went flying off (could have severely injured myself) When I called they had me send pictures, wouldn't send someone out to evaluate it, and said this had only ever happened once before that they were aware of. Said the parts were in stock and would ship immediately. Still have no received them. I pay monthly for a membership as well as the over $5,000 I paid for the treadmill and it is not usable. I want a new treadmill. Furthermore, even if/when the parts do ship, they outsource the work to a third party company that also needs to be scheduled but can't be until these back ordered parts arrive. This is going to take months if it ever comes to fruition. I explained I have had nothing but issues with this treadmill since purchase and would like a replacement- their response after being on hold for 4+ hours was "we don't do that". This company has horrific reviews- I wish I read them before purchasing. Please look into this and help me find resolution. I appreciate your time
Business Response
Date: 11/14/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.

In looking at your account, we can see you spoke with our team today 11/8/2022, and parts and a service order was set up. The technician will be coming out to diagnose any issues or required parts needed for the machine. That service order number is **********. The tech will be contacting you soon to schedule an appointment with you.

You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you

Customer Answer
Date: 11/17/2022

Complaint: ********

I am rejecting this response because:
I have provided all of this information including pictures upwards of 15 times. I have emails dated and timestamped and phone calls. I have also called after sending the emails to verify that they received them. This is absolutely absurd. I have been submitting these pictures with the serial number for almost 2 months now. This is your tactic to prolong the process and continue to procrastinate to buy time which is why I filed a complaint with the BBB. I have spent countless hours submitting every piece of documentation that you have requested numerous times.

Sincerely,

******** ******
Business Response
Date: 11/18/2022
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.
The pictures provided are not what we need to get your form submitted. Please provide the requested info so we may get this resolved for you. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Initial Complaint
Date:11/13/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct. 24, 2022, I bought a new NordicTrack EXP7i, I also bought an extra NordicTrack Care Plan for 4 more years. The assemblers installed the equipment on Oct. 27. When I asked them to show me how to operate, they told me that they are not familiar with it and told me to contact the ***************** Later I discovered that the instruction booklet are torn and missing few pages, also I found out that the sound does not work. I complained in writing to the company when I registered the equipment as being told at ***************************************************** Nobody replies me. I also reported to the ******************************************** but to date no reply from them either
Business Response
Date: 11/14/2022
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, can you please verify the model and serial number off your machine, your shipping address and provide a video of the issue you are experincing we will be hapy to get this issue resolved for you.
Thank you
Customer Answer
Date: 11/14/2022

Complaint: 18397326

I am rejecting this response because: Model # NTL 10421.7 Serial# RR ***********, Address ****************************************************************. I don't know how to make a video showing no sounds.

Sincerely,

***********************
Business Response
Date: 11/14/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
Can you please provide additional information about your machines issue so we can better assist you?
Thank you.

Customer Answer
Date: 11/14/2022

Complaint: 18397326

I am rejecting this response because: There is no sound, I would like to have a technician who advises me how to operate and if the equipment malfunctions I would like to have it replaced. Also the instruction booklet was torn and missing pages, I like to have a new one.

Sincerely,

***********************
Business Response
Date: 11/15/2022
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 were able to order the necessary parts for you. The part order number is ICS9539470 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 SO-*******. Please allow **** business days for the tech to reach out to schedule your appointment.

Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 11/16/2022

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,

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

Now I have to wait for the arrival of the part with the instruction booklet and the appointment of the service technician

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