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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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:11/12/2022
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 Thursday, November 10th, 2022, I was the victim of a predatory membership subscription scheme by iFIT. I was charged $396 for a one-year membership I never requested - no prior notice was sent before the charge was placed, and I've never used the iFIT service before. Similarly, the charge was placed on a line of credit I have open with ******* that is only authorized for monthly payments for my exercise bike, and was never authorized by me at any point. The iFIT customer service team strategically makes it as cumbersome as possible to cancel this charge; I sent an initial request for a refund on their website on Friday, November 11th, 2022, and all I received was a copy of the invoice. There was no mention of my request for a refund, nor any directions provided with how to proceed.I would like to request an immediate refund for the full amount that was charged without authorization as soon as possible.
Business Response
Date: 11/14/2022
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, we have gone ahead and refunded that charge for you. Please allow **** business days for that to appear in your account.

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

Thank you

Customer Answer
Date: 11/14/2022

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:11/11/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid 2,118,94 including taxes, for a s22i bike that would function so that I would be able to utilize all of the features. When the package was delivered, there was one small tear on the bike. I took good care to assemble the bike slowly to make sure no wires were ruined and everything was done correctly. After assembly was completed I had tried to turn on the bike repeatedly however nothing had any indications of working. My wife and I spoke with mechanical support. We showed the motherboard was not working. So the support person ordered us a new motherboard and outlet which took about two weeks to receive both pieces. I replaced them myself from instructions of videos I had seen online. The red light was blinking on the motherboard, however no adjustment from the adjustable motor on the back of the bike. No power to the screen, I had tried resetting the screen checked all of the cables and nothing had worked. I would like the FULL REFUND including taxes. I am not responsible for the poorly designed equipment and there is no reason I should pay anything for this obviously defective piece of equipment from the very beginning. I would like to have my loan closed out and my ifit account closed and cancelled if that has not already occurred. This company has been one disappointment after another from pro-form to Nordictrack both have given me defective equipment and I am just done with them overall.
*******
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 return. We completely understand where you are coming from on this matter.

On your account, we can see a return is in process for your machine. We have reached out to our Billing and Returns department regarding the fees associated with the return.
We were able to refund $150 of the shipping fees, however, the delivery fees are non refundable as they are payment to another company. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at https://www.nordictrack.com/privacy-policy#return

You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.
The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
If you have any further questions, please call our Billing team at ###-###-####.
Thank you

Business Response
Date: 11/18/2022
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.
We spoke with our Billing and Returns department about this return. They have informed us that they have issued a refund for the shipping fee's in the amount of $265.00 with confirmation number ******** This refund should reflect on your account within 7-10 business days. The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at.

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

Thank you

Customer Answer
Date: 11/21/2022

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:11/11/2022
Type:Delivery 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.
- Initial Order 03/18/2021
- Ordered a high-end Commercial x32i Treadmill - Unit was provided as ordered
- Notified iFit on October 31st, 2022 of a crack in the weld of the frame of the unit. This was not a result of abuse or user error. It is clearly a manufacturer defect
- iFit has offered to ship a new base for the unit but refuses to offer any additional support to cover labor for the repair. Was initially told parts was in-stock and ready to ship. On 11/11/2022 having received no update, I contacted iFit. I learned that the part was actually not in stock in North America and would receive the replacement for multiple weeks.
- I requested that iFit replace the unit, in which they declined. I also requested that iFit cover the cost of labor due to the nature of the defect in the product, they declined.
- We are now less than 2-years from delivery left with a defective safety-related issue with our product.
- If the weld would have broken during use, the runner could have been seriously injured. iFit is taking no interest in trying to make this situation right.
- Original Order #: *********
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.

In looking into your account, We have reached out to our Parts Department regarding your part order. We have confirmed that they have escalated shipping with our warehouse to get you the part as soon as possible. You can track that at the following link: https://my.ifit.com/MC/s/order-tracking
However, we are unable to send a tech at this time or send a exchange, we will need to go ahead and continue with parts and service.
Thank you

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.
We have reached out to our service department and they have approved us to send a tech as a 1 time courtsey to install that part for you and get your machine back up to specs for you.
That service order number is **********. The tech will reach out to you once the part arrives 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 Member Services at ************** ****** with any questions.

Thank you

Customer Answer
Date: 11/21/2022

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,

****** *****

Thank you for the assistance. We look forward to having our treadmill safe and functioning as soon as possible.
Initial Complaint
Date:11/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 16, 2020 I bought a rowing machine from ProForm. A week later the monitor stopped working. I tried to contact customer service, after 40 minutes on hold I hung up and contacted them through ********* On October 20, 2022 someone finally emailed me that someone would be out to service the machine. he was scheduled to come 10/21/2022. After taking off work and waiting for him to show up, I contacted them and they said his car broke down. We rescheduled for 10/27/2022. He came and checked everything and concluded that the monitor needed to be replaced. After waiting to hear from Proform, I finally contacted them through ******** and they said that they would send me a new monitor. After waiting almost 2 week, I contacted them again to see when it would be shipped. They informed me that they reviewed the videos of the service man and mine as well and decided to not send the monitor. This evening they messaged me that the problem with the monitor was normal for the machine I have. They are telling me that it is normal for the monitor to stop working. I am stuck with $644.99 rowing machine that cannot be programmed, set or used because the monitor doesn't work. All I wanted was a new monitor that worked but now that they tell me that this is normal for my machine, I don't want the machine anymore, I want my money back.
Business Response
Date: 11/11/2022
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 service coordinator has been in contact with the tech. They were able to set up a service order for you. That service order number is SO-*******.

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:11/07/2022
Type:Billing 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 treadmill in November 2020. A year later, on November 16th 2021, I was charged a $419.76 fee for a subscription (iFit) service for which I did not sign up. I never once made use of this service at any time. My payment information was (apparently) saved from the 2020 purchase and used to pay for a recurring subscription.
Business Response
Date: 11/08/2022
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 done multiple months ago. 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.
However, we have cleared all payment infomation in your account so you will not be charged further.
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

Customer Answer
Date: 11/08/2022

Complaint: 18367757

I am rejecting this response because:
The business has cited the terms and conditions of membership in the iFit program. I did not agree to those terms and conditions, as I had never created an account on iFit.com, nor did I ever use the service in any other way. Can the business please provide documentation that I ever saw or agreed to their terms and conditions? If not, I am not subject to them and thus did not agree to the refund policy.

Sincerely,

*****************
Business Response
Date: 11/09/2022
***,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
In looking into your account, we confirmed you did purchase your machine directly from us. Every customer who purchases directly through us is required to read, review and accept our terms and conditions, meaning you did have to agree to our return policy before you were able to purchase our machine. As you did agree to there terms by purchasing the machine, a refund is not an option as you are well outside the 30 day return policy.
You are welcome to review these further if you'd like at https://www.ifit.com/terms-of-use
https://www.ifit.com/return-policy
If you have any further questions, please contact our iFit software team directly at **************.
Thank you
Initial Complaint
Date:11/05/2022
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 Proform CARBON TL for $700 plus tax from academy sports. I brought home the machine and put it together. After spending gores hours setting up the machine, I realize its defective and doesnt work. The treadmill will not run. All it does is been when you try to turn it on. I contacted IFit customer service and spoke two rude, unhelpful agents. Even the supervisor, ********************, was insulting and unhelpful. I was told Id been to pay another $160 to have someone come out to fix the defective machine they sold me. They asked me to perform the same actions again over and over so many times during trouble shooting I believe it was done purely as harassment as I told them over and over the actions they requested didnt help. I was asked to hold a button for 15 seconds, then 20 seconds, then 30 seconds, then 2 minutes. The next agent again asked me to hold the button that does nothing. They refuse to replace the machine. They refuse to send someone to pick up the old machine. The machine is 300 pounds and fully assembled. How on earth can I simply toss it back in the car and run it back to the store?? Thats physically impossible. They want to send me new wires and a new computer or console for the machine. As if Im a repair tech and electrician all in one?? I have no idea how to perform repairs on a treadmill. If they want the old machine they need to send someone to pick it up free of charge. I expect a replacement treadmill. The manual specially states to contact them, NOT THE STORE. Right on the front of the manual. I would hope theyd put more pride in the quality of their machines but obviously not. Ill never, ever purchase another Nordic track or Proform machine. The company should be ashamed and embarrassed.
Business Response
Date: 11/07/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
As your machine (model PFTL59723) was not purchased directly through our company, we are unable to process a return or replacement. We recommend speaking with the retailer where it was purchased regarding this matter.
In looking into your account, we can see you spoke with an agent on 11/04/2022. It looks like a new wire and console were ordered for you (order numbers ICS9532016 & ICS9532015). Those parts will be shipping out shortly.
We have requested a technician to install these parts for you (SO-2688648). The technician will be contacting you once all parts have arrived to schedule an appointment.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:11/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my x32i Nordictrack treadmill in Dec 2019. It was delivered in Jan 2020. I have had a technician comes 4 times over the less than 3 years owning it and it has been unoperatable almost a full year. It is been down now over 2 months with a technician out already twice and still not working. It is a guess and hope it works. I have spent hours and hours to try and get resolution. My mental health is dependent on this machine. I have spent hundreds of extra dollars fora gym membership in the meantime. That is hard though with 2 small kids. That is why I spent over $3000 on this machine. I need a refund. As I mentioned my mental health is heavily being impacted. Nobody cares to help fix the issue. This last visit I had the entire big screen replaced to which I had to then recycle something that weighted over 30 lbs. Again didn't resolve issue. I also paid for IFIT membership which I can't use. Also paid for extended warranty. At this point it is clearly a lemon. I want a refund so I can get a machine that works. I have had full console, belt, wires, motor, handles, and other parts replaced. NOTHING IS RESOLVING ISSUE. Please help me get my over $3000 refunded. Worst company ever!
Business Response
Date: 11/07/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We have gone ahead and reached out to our service coordinator regarding your service call you have just had, they have confirmed that they will send the technician back out to service your machine. Please allow **** business days for the tech to reach out to you regarding your service appointment.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 11/07/2022

Complaint: 18357241

I am rejecting this response because:
I have had the technician come to my home more times than I can count and continues to be unsuccessful in resolving the issue. The amount of 'down-time' I have had as a result of my treadmill not working is astronomical. I paid over $3000 + several hundred more dollars for an extended warranty. My expectation as a consumer is that the machine would work and if it doesn't, that it would get fixed in a reasonable amount of time. Each time something has gone wrong with my treadmill, it has taken countless hours of my time to get resolution that each time spans over several months. There is zero accountability and no sense of urgency. The company disregards the mental health of their customers and is highly disrespectful in the amount of time required of the consumer. On top of all that - we pay for an IFIT membership which is $400 per year that can't even be used. Plus, in my case, having to buy a separate gym membership just to keep my sanity that I get through exercising.
To be informed it will be another **** days after going on 3 months without a working machine + it is always another **** days once you hear from the technician company before a technician actually comes. I have spoken with the technician and he has no idea what the problem is at this point. ZERO! So saying you are sending a technician is just another way to prolong resolution and buying time.
I am over having technicians sent and over having parts upon parts sent and my garage always being left as though a tornado went through it. Leaving me to then recycle all of the left behind electronic items. It is ridiculous. I have never dealt with a company as awful as Nordictrack. They take your money so easily and then throw you to the curb. I feel absolutely sorry for the call center reps who are forced to read from a script and continue to do nothing to help the customers.

I want a full refund, including refunding the extended warranty, plus having this piece of junk taken out of my garage so that I can go and buy a treadmill that actually works.
Best,

*************************
Business Response
Date: 11/08/2022
Hello,
Thank you for reaching back out.
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 1/31/2020. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
We apologize for any inconvenience.
Thank you.

Customer Answer
Date: 11/08/2022

Complaint: 18357241

I am rejecting this response because:
Can this really be a businesses response? We offer a manufacture warranty (which my $3000 machine is still under) + I purchased an extended warranty - but if anything happens to it after 30 days you are out of luck? Seriously?!?! There is no way under the sun that I would have made this purchase from a company that doesn't care what happens after 30 days. I am beyond mad and absolutely flabbergasted this is how a company can run. There is such things as a lemon and this clearly is a lemon. At what point is a company held responsible?
I demand a refund...my treadmill doesn't work, it hasn't now for over 3 months not to mention an additional 9 months during the course of owning it, now I am not hearing anything from Nordic Track customer service. I will figure out how to get rid of this piece of junk from my garage but I want a refund so I can purchase a treadmill that actually works.
BBB - please help me. I have spent hours upon hours to try and get resolution. When I say my mental health is at risk, I absolutely mean it. I can't afford to buy another treadmill without getting a refund. I purchased a high end treadmill in hopes it would be the best investment. Clearly not the case. I am begging you to help me. A company shouldn't be allowed to even be in business with these awful tactics.
Here is a class action suit implying there are many other consumers that Nordic Track does this to - https://www.classaction.org/news/calif.-consumer-claims-nordictrack-fails-to-honor-treadmill-warranties.

Signed from a consumer that is at their ****-end.

*************************
Business Response
Date: 11/10/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the delivery of your order. We completely understand where you are coming from on this matter.
We have contacted the ************ and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. They have confirmed that you are scheduled for 11/29/2022 between 8am-12m

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

Thank you

Customer Answer
Date: 11/10/2022

Complaint: 18357241

I am rejecting this response because:
Yes, I was contacted to get a technician to come to my house but only because I have put in this compliant with the Better Business Bureau. I was given 2 options - the week of Thanksgiving (2 weeks away) or 11/29. As though a consumer must stop everything to always be available on a Tuesday between 8am and 12pm. Nothing has changed since the last time the technician was at my house. I have already been going around and around for now going on 3 months of this ridiculousness. Here is what will happen - the technician will come, likely order some erroneous parts, they will be shipped to my house, schedule technician again when parts come in, 4 weeks later technician comes to my house, the technician blames it on IFIT that the wrong parts were sent, then do it all over again. Then once I spend at minimum another 3 hours of my time, I will have a technician scheduled 2 weeks later. It is a revolving cycle.
I WANT A REFUND SO I CAN PURCHASE A TREADMILL THAT WORKS! IFIT/Nordic Track is absolutely awful. I will not continue to be treated this way from a business.
@Better Business Bureau - what are my options at this point? What role does BBB play in situations like this?

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

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 need to continue with parts and service at this time.

Thank you

Customer Answer
Date: 11/16/2022

Complaint: 18357241

I am rejecting this response because: I have been sold a lemon of a treadmill that cost me over $3000 and the company I purchased it from isn't abiding by its warranty which is a reason I purchased the expensive treadmill. It doesn't work and it has been nothing but a series of breakdowns ever since owning it. A company can't sell a customer a product and then when it breaks and still clearly under warranty - refuses to do anything necessary for the customer.
It is ridiculous to continuously receive a response from NordicTrack that I am past the 30 day window for a return. I understand that but I am also very much under warranty and my product isn't working nor any sign of it getting fixed any time soon.
@BBB - what are my next step options? I am asking to please help me in stopping this awful company from taking advantage of more customers.

Sincerely,

*************************
Business Response
Date: 11/17/2022
Hello,
Again, we apologize for all your frustrations this has caused.
With the information you've provided you're still not eligible for a return since you're well outside of the 30 day return window.
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, mis-assembly or accidents. You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
We need to continue with parts and service at this time.

Thank you.
Initial Complaint
Date:11/02/2022
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 NordicTrack x22i treadmill on 7/6/2021 and have been very happy with the treadmill up to this point. I have spent over $4500 on this machine and the belt stopped working on 10/4/2022. I was on hold and on their chat for a really long time only to be told that my issue needed a new controller and the chat agent placed the order for the controller. I was told that there is a ******* video I can watch to install said controller, however, this machine weighs over 400 lbs and it has to be turned on its side to replace the controller. I have called multiple times and spoke to the warranty provider at ************ on 10/24/2022 and 10/25/2022 and was told that I needed to have a technician sent out but that it wouldn't be them since they are my extended warranty and I am still under my warranty through NordicTrack. I spoke to ****** at said warranty company. I received the controller and will attach a photo, but I cannot and should not have to install something on my treadmill that is well under warranty. This is horrible customer service and the fact that you can never get through to a live agent at NordicTrack is ridiculous. Instead you wait on hold forever for even a chat agent to assist you. I would like my treadmill serviced by a NordicTrack certified technician in my home. I have never heard of a company sending you a part and a ******* video to install it. Especially on a commercial treadmill of this size. I spent way too much money to void my warranty by attempting to install something that I have no reason to have to install. The controller panel measures approximately 8" wide by 6" tall. I am beyond disgusted with the service, or the lack thereof.
Business Response
Date: 11/03/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account we were able to set up a service order for you. That service order number is SO-*******. 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.

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

Thank you
Initial Complaint
Date:11/02/2022
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 nordictrack incline climber in 4/2021. at that time i had an issue with delivery. once my husband and i got it into the house and set up we could not attach the arm. i wanted to return the part and at that time i was told my parts/labor warranty would be extended so i wouldnt return (which i could because i was within my 30 day window). Now after having several major parts replaced, i have 1 last part that was sent in april ********************************************************************************* its out of warranty. In april 2022 no one told me my warranty expired 3 days after they sent me the part. now they're telling me i need to pay for labor to install it. I simply want them to cover the service charge to install the part that they sent me while i still had a warranty. I feel lied to by them in 4/2021 so that i didnt return my machine which i could have. i
Business Response
Date: 11/03/2022
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.
With the information you provided, we confirmed that the machine is no longer covered under the manufacter warranty. Because you have not reached out since April regarding this issue we are unable to send a tech at this time. 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.
Initial Complaint
Date:11/02/2022
Type:Customer Service 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 treadmill on June 7, 2022. It stopped working within the 90 day warranty. I contacted the company. They sent me a new controller board which I installed. It did not fix it They then sent me a new speed regulator connection. I installed that as well. It still does not work. They said I should adjust the belt. I already did. Then they ghosted me. I should not have to be the one fixing the treadmill which is under warranty. They actually sent me links to you tube videos to show me how to switch out wires and check electric connections!!I valiantly tried but alas it is junk. Icon needs to send me a new one.
Business Response
Date: 11/02/2022
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 go ahead and continue helping you under warranty because the issue has not been resolved. Can you please tell us what your machine is doing or not doing and provide any details regarding the issue so we can continue troubleshooting.
Thank you

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