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.
230 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:11/01/2022
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.
Nordic Trac, IFIT enrolled me into a monthly program that I do not use or want or agreed to.
**********

$41.15

I want a refund and confirmation of stop
Business Response
Date: 11/01/2022
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, it looks like the you were in contact with our team about this issue and were able to resolve it with them. The monthly charge you received has been refunded.

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

Thank you

Customer Answer
Date: 11/03/2022

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:10/31/2022
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.
There is, I believe, must be an unlawful practice by iFIT membership where the user is required to provide credit card information in order to access promotional membership periods when purchasing new equipment. However, a recurring payment is applied to the credit card without the my consent. Without my knowledge, my credit card was charged a yearly subscription in January 2022. I have not used this yearly subscription. I've contacted support which refused to refund me any payment. Once I removed my credit card information my iFIT membership is deactivated, which means I can not use my membership even though I've already paid for it. It seems that iFIT requires users to provide the credit card information and automatically applies recurring payments without any user agreement.I'm asking ********************** to refund my payment and implement a subscription deactivation option when memberships are purchased so that users can have the option to agree to recurrent payments if they want it.
Business Response
Date: 11/01/2022
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. As we did not hear from you within 30 days of this charge, we are unable to offer a refund.
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.
If you wish to read more about the terms and conditions, please go to https://www.ifit.com/terms-of-use

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

Thank you
Initial Complaint
Date:10/31/2022
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.
After purchasing a treadmill on the phone with Norditrack I decided to cancel and called to cancel with in 72 hours of the purchase I never took possession never received the product I canceled and they charged my credit card $228.00 for a freight fee and also credited the financing all but $ $49.99 stating I am not eligible for the full refund do to the company return policy however I never returned anything as I never received anything and canceled well with in my rights to do so I would like a complete refund of any and all payments I made prior to the legal cancellation as I canceled with all my rights as a consumer and never ever received any possession of any products or services
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 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 ****************** regarding the fees associated with the return.
We were able to refund the white glove assembley fee, 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.
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
Initial Complaint
Date:10/29/2022
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.
Nordictrack order #: NT5196014 Purchase Date: 7/15/20 Product: X22i ******************** Im having an extremely difficult time getting Nordictrack to schedule a technician to replace the frayed belt on my x22i under warranty. Below is a historical record of my contact with them.10/3 - Initially contacted Nordictrack online to request belt replacement 10/5 - Received email back from ***********************************, at iFit, asking me to verify product info and take photos of issue.10/11 - I responded with requested info and images of issue.10/13 - *********************, iFIT, responded that they had ordered me a belt with instructions to install.10/13 - I responded to email indicating that I did not want to install the belt myself. I am under warranty and want Nordictrack to replace.~10/16 - Belt received from Nordictrack 10/18 - I contacted Nordictrack again to inform them that I wanted someone to install the belt.10/18 - Email received from Nordictrack encouraging me to install the belt myself.10/19 - I responded that I did not want to install the belt and requested a tech to install it.10/22 - Followed up on 10/19 email.10/25 - Followed up on 10/19 email.10/25 - Nordictrack responded with request that I provide them proof of purchase.10/25 - Responded with proof of purchase.10/29 - Nothing further yet from Nordictrack Its incredibly difficult to get a technician to not only respond but also to honor a warranty claim. Please help.
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.
In looking into your account, we can see you have been in contact with our member services team via email. They were able to order the necessary part for you. In checking on that part order, it looks like your belt arrived to your home on October 21st.
They were also able to set up a service order for you a few days ago. That service order number is SO-*******. The technician will be contacting you in a few business days to schedule your appointment.
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:10/29/2022
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.
We purchased an Icon Fitness (recently acquired by iFit) rower, model RW900, NTRW19147.2 in December of 2021. After using for a few times into the first quarter of 2022, we reached out to Icon Fitness with the concern that the computer adjustable resistance levels was not working (always very difficult). After exchanging many emails and photographs, a repairman, FitRick, was sent on Icon Fitness' behalf on June 9 to assess the situation. ******* returned again on July 5 to replace a part, and while here he noted that a part was welded on incorrectly and he thought it could not be repaired unless this was resolved. The part replacement did not resolve the issue. We exchanged several emails again with Icon Fitness' customer service, several of which were very frustrating as they kept saying they didn't have FitRick's notes, videos, and photos (however we know they did, per FitRick's comments, and also Icon Fitness' requirement that all service call information must be uploaded within 24 hours of the repairman's visit - or they will no longer work for Icon Fitness - and as FitRick has been here now a third time, we know he is still contracting on behalf of Icon Fitness). For the third visit, ******* took measurements and again uploaded information to Icon Fitness (he also indicated he had already taken these exact measurements, videos, and photos on his prior visits and had already uploaded them). So, Icon Fitness now has a second set of the details from FitRick. Most recently, Oct. 24, we received a response that an Icon Fitness engineer was looking into our case, however four days later, Icon Fitness said they still needed the repairman's notes, etc. Not sure whether the 24th or 28th response was the most recent lie, however clearly they are not progressing on addressing our machine's issue. We would like help to get them going, or refund our original purchase cost. (FYI that we can forward many emails to document these claims.)
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.
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: If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.
If you wish to read more about the return policy, you can do so at https://www.proform.com/privacy#return

We are currently working with the technician to see what needs to be done to help resolve the issue for you. We are currently waiting on his tech notes,once we receive them we will adivse with our service coordinator to see what the next steps will be.

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

Thank you

Customer Answer
Date: 11/06/2022

Complaint: 18332079

I am rejecting this response because: while I understand and accept that the company's initial return policy is not in effect, the fact remains that the rower does not properly operate, and this has been confirmed by the company's selected repairman, FitRick. ******* also indicated in his initial repair visits that the machine "could not be repaired". The machine is covered by its original parts and service warranty, and I also extended the warranty for quite a few years.
What really frustrates me about the business' response is their oft-repeated lie that they are "waiting for the repairman's notes and information". The repairmen hired by this company are contractually obligated to upload their notes and information within 24 hours of their visit, and FitRick has not only done this, but has also told us he has done so. The company falling back to this lie is quite frustrating, as we know they have the notes and information from all three of the repair visits. When are they going to finally admit that the machine we received either cannot be repaired, and provide an appropriate resolution, or send someone here to conduct a major repair?

Sincerely,

*** & ***************************
Business Response
Date: 11/09/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
In looking into your account, we can see our service coordinator has reviewed your account, They were able to order the necessary parts for you that the tech has recommended. Your part order number is ( ICS9533889 ) . 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 to get the tech back out there for you. Were happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs.

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: 11/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this INTERIM resolution is satisfactory to me. Please note this is only an "at this time" acceptance, as they have not yet repaired the machine to functionality. We are willing to let the repair occur to see if it can be made fully functional.

Sincerely,

*** & ***************************
Initial Complaint
Date:10/29/2022
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 open an account with a NordicTrack credit card and paid it off, within 2 weeks I saw a charge of $428.68 that was not authorized when I called the bank TD to report the fraud charge they pretended and ask me to call the company, which I did, I spoke to the representative Mke twice Sept 26 and 27 and reassure that I will get an email from them that the money will be credit back in 7 business days, till now, the account is not credited. this is a fraud and unauthorized charge. 12-Month iFIT Membership Renewal 12MIFITDFIN $396.00 Subtotal:$396.00 Estimated Sales Tax*:$32.67 Estimated Total:$428.67 Contact Information ********************************* ********************** Billing Address *********************************************************************** Shipping Address *********************************************************************** Order Date Sep 26, 2022 Payment Information NORDICTRACK financing account ending in: **** Return Policy *Actual sales tax is calculated according to the state from where the product is warehoused and shipped. An extra charge to your credit card may occur to cover the additional sales tax fee.
Business Response
Date: 11/01/2022
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 you were able to refund that charge for you. The charge you received has been refunded. Please allow 5-7 Business days for that to reflect your account.

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

Thank you
Initial Complaint
Date:10/28/2022
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.
Purchased a Nordic track fitness machine and was unknowingly enrolled in the ifit monthly program. Ifit did not provide any billing information or opt out information and used the credit card from when it was entered during the buying process for the Nordic track machine. The customer service department can only provide refunds within 14 days and does not have higher managers available to discuss refunds outside that time frame. *************************** hung up twice when I asked for a manager. According to the customer service agents the company does not have a fraud department or a corporate structure in place to be able to assist any further than what is in their company policy.
Business Response
Date: 11/02/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account.
They have confirmed that with our terms of use, we are not able to offer any additional refund. As you did purchase the machine which activates the membership, the activation starts the subscription which is why you were getting charged. We did refund the recent charge and then also a courtesy refund of 1 more month, so 2 total. That is all we can refund at this time. You are welcome to review our policy further at the links below if you'd like.

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:10/28/2022
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 from this company on 8/2022. It was not working right from the beginning. I contacted this company via email, including sending video clips per their request, and they eventually sent me a wire for replacement on 10/2022. I spend 4 hours replacing the wire and the problem was NOT resolved. In the meantime, no treadmill to use x > 2 months. It was a defective product, to begin with. In addition to a refund, I am asking for reimbursement of $200 for a 2-month gym membership while I did not have the treadmill to use and be compensated for the 4 hours I spent to replace the wire- which still did not resolve the problem. This company has extremely poor service with a significant delay in service and sold a defective product to customer. Should be put out of business, period. See mail below.Hello ****,Sorry for the back and forth - you will need to go through Amazon with the return if that is what you want -- You can possibly check with our ******** and Return about the slim option of getting a partial refund~ Where it was from Amazon!Here is the Phone Number for ******** and Returns ************** Monday - Friday 6:00am - 6:00pm MST --------------- Original Message ---------------From: *************** [***************]Sent: 10/22/2022, 4:52 PM To: *********************** Subject: RE: [EXTERNAL] RE: I called about 2 weeks ago and spoke with one of your staff. I report problem with the console for this newly bought machine. Your staff scheduled a virtual conference with me today 91/5/2022 at 9 am. But NO ONE called. I am so d...Hello, I am now writing to you request a reimbursement of $ 200 for the defective product I purchased. Issues:I purchased this treadmill via Amazon on 8/8/2022 Model Number NTL17915.19, Serial number *************, Bar Code ********** The Problem from date of purchase was that the Console light would not stay on it was on and off , and the machine would stop. I reached out to your company which took multiple c
Business Response
Date: 11/02/2022
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.
We are happy to send out a technician to diagnose the machine and see what parts may be needed, and what adjustments are needed. If you would like us to set that up, please let us know!
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:10/28/2022
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 purchase a membership subscription with iFitness. I purchased that membership on 03/20/22 and for a 3 year duration. Circumstances have changed and I sold my home. As a result, there is not enough room in my apartment for the equipment so I no longer have it. I cancelled my membership and requested a prorate back for time unused. It still has over 2 years remaining. They stated that they won't and don't prorate and I'm out of luck. The total cost was $336 for 3 years. They have no formal process to discuss a dispute so I am starting here before contacting my state and/or embarking on an online campaign to educate others about their policies that I believe are unfair and unreasonable. I am requesting a partial refund for the unused amount as of 10/28/22. Can you assist?
Business Response
Date: 10/31/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account.
They have confirmed that as you are outside our 30 day return policy, they are not able to refund anything as you purchased the membership longer than 30 days ago.
If you have any further questions, please contact our iFit software team directly at ###-###-####.
Thank you

Business Response
Date: 11/04/2022
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 March 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

Customer Answer
Date: 11/04/2022

Complaint: ********

You sell bad products that break down several times and have poor policies regarding prorating of early cancellations of membership. I purchased the website badnordictrack.net and started building the website with the purpose of educating all people about my experiences with repeated repairs on 2 pieces of equipment you sold me. Once I get the site up and established for searches, I will send you a copy so that your legal department can view it and send their cease and desist request. After that I will continue to keep the website up since there is nothing you can do about it until I am satisfied that I was able to persuade enough of your potential customers NOT to become a victim based on the true, factual information that I will provide them. I might even create a blog to allow some of your customers to post their own experiences with mine. Furthermore, I will not take a dime from one advertisement or use the website for personal financial gain. Only to protect others like me who are victims of hours and hours of lost personal time dealing with talking to your service department troubleshooting defective equipment that takes months to fix from repeated calls on issues that don't get resolved. Months and Months that I did not have working equipment! Even the new treadmill I received from you was physically broken and took months for you to resolve! ENOUGH IS ENOUGH!!!
I highly recommend that you protect yourself and send the response to your legal department since they will ask questions as to why they were NOT notified once the website gets started...
This is what happens when you have unreasonable policies that cost average people like me a couple of hundred dollars. In turn, it will cost you thousands of dollars of lost business. If this is how it needs to be then so be it.
Stay tuned!,**** **********
Initial Complaint
Date:10/27/2022
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 name is **** ** ***** ***** and I have attached some pictures of other customers who had similar problems and how it was made right. First, I just want this situation to be made right at the lowest level. That is what I was taught in the Army, to try and fix a problem at the lowest level. I purchased this bike 6/5/21, so I have had it for a little more than a year and to have the problems I have had with it already is sad, but I understand mistakes happen and was just happy I had the warranty to fix those problems. I have had to have a service technician come out to my home three times to fix problems on the bike and the very first time he came he saw that some of the frame had rust on it. He advised me on to use a metal brush to get as much rust off, then coat it with WD40 or Vaseline to keep the rust from coming back. He also advised me that it was a very common problem with these types of bikes. Each time this gentleman came to service my bike, or I called into IFIT support it was in my garage, because that is where I used my limited equipment to service the bike. It was also there, because I did not want a stranger coming into my home as I'm sure you wouldn’t either to get my broken bike serviced. Other than those times my bike was stored inside my home that is temperature regulated and I always cleaned it after each use. So, to get insulted in an email that I have forwarded here is upsetting and I feel like it was challenging my intelligence. I read the manual and know I must keep my bike in a temperature regulated room which I did in my home when it was working properly, I wiped it down after every workout. I spent over 2,000 dollars on a bike and over 350 dollars on extended warranty, you bet I am going to take care of my machine. I have also come to know that it is a problem from following different Facebook groups and seeing other upset customers.
Business Response
Date: 10/28/2022
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 accout today we can confirm that your warranty was voided due to the rust on your machine and that the machine is located in a self made gym in the garage per the technician's notes he provided after his service call. I'm happy to look over your account with our service department regarding your voided warranty. Pleae provide pictures of he machine, the machine rust and where it's located as well as where the machine is located.
Thank you
Customer Answer
Date: 11/03/2022

Complaint: ********

I am rejecting this response because: So, you are telling me because I used my workout bike to workout and I sweat, my warranty is voided ? I just want to make it perfectly clear. Once again we acknowledge the technician, but not the fact that he did not install the parts that were sent to me ?

Sincerely,

**** ** ***** *****
Business Response
Date: 11/04/2022
Hello,
Thank you for reaching back out.
As we stated, unfortunately we are unable to reinstate the warranty due to the fact that the sweat has corroded the wires and motor and everything in there.
The machine was not cleaned properly from the sweat which then caused the rust.
The warranty was voided and will not be reinstated.
We apologize for the inconvenience.
Thank you.

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