Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,179 total complaints in the last 3 years.
- 219 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:11/23/2022
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 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.
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/EEZuEWfbUBkyX4yX9It 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: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 illegalBusiness 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 youCustomer 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: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 youCustomer 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-
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.
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.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
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