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

2,265 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:10/19/2022
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.
The treadmill was purchased about 18 months ago for about $2,000. After a few months the dashboard was totally rusted. The company did come out and replace the dashboard. However, a few months after that, the new dashboard completely broke. The touch screen is not functioning. Additionally, the rust is all over the dashboard again. When I alerted the company, they sent a rep out to assess the problem. A few days later, I was notified that Ifitness does not replace rusted dashboards. When I explained that the bigger issue is the touch screen because I can not even turn the treadmill on, I was completely ignored. The rep just kept saying they don't replace rust. Then why did they replace it the first time? And again the issue is, I have a broken $2,000 treadmill that the company refused to fix unless I pay $600 for a new dashboard. It has been a nightmare working with this company & will make sure to tell anyone I know to avoid this brand unless this problem is resolved.
Business Response
Date: 10/20/2022
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 Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:10/18/2022
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.
I purchased a Nordic Track Rowing Machine on 8/27/22. I paid for the equipment as well as the delivery and installation. The men who came to install the Rower were very nice and polite. I did not use it for a couple of weeks, and when I started to use it, I noticed that the resistance did not seem to change much from minimum resistance to maximum. I called the tech support and they used a video to look at my Rower. I showed them how I could turn the equipment to maximum resistance and row with just one arm. We both agreed that the resistance was definitely not set correctly. They asked me to look at a particular page in the instruction manual that showed instructions on tightening the belt, which did require taking apart part of the Rower and having another person available to "tip over the rower." I told them I was not happy with this answer as I had paid to have the equipment safely and correctly installed. I asked them to send out a Tech to correct this installation, and they told me that would cost an additional $200. I asked them to waive the charge since the installation was so recent and since they agreed that the Rower was not installed correctly and they said they could not do that.
Business Response
Date: 10/26/2022
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. With the information provided here as well as the documentation in your previous cases, we have determined a resistance motor is needed. We have ordered that for you (Order number **********). You can track that at the following link:
https://my.ifit.com/MC/s/order-tracking
We were also able to set up a service order for you. That service order number is **********.The technician will be contacting you shortly to schedule the service of your machine.
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: 10/29/2022

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:10/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had an issue with a Pro Form Treadmill since May 2022 and its now October. *** had a technician come out 4 times to my home and the issue was still not resolved. Multiple times I have taken time off work to meet the tech and every time it has not been fixed. Ive called multiple times and wait on hold at least 20 minutes every time. This last time I was transferred 4 times and the final time I was transferred to a personal voicemail of someone who doesnt even work for the company and he called me back frustrated. I shouldnt have to be out of a treadmill for 5 months. After the second or third time it shouldve been replaced. This is the absolute worst customer experience Ive ever had. I would like a replacement of a better quality treadmill.
Business Response
Date: 10/19/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

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

In looking at your account, we can see you spoke with our team today 10/18/22, and a service order was set up. The technician will be coming out to diagnose any issues or required parts needed for the machine. That service order number is SO-2681444 . The tech will be contacting you soon to schedule an appointment with you.

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

Thank you

Customer Answer
Date: 10/19/2022

Complaint: 18239237

I am rejecting this response because:you didnt even read what I said. This has been an ongoing issue since May of 2022 with 4 technician visits. At what point is the treadmill a lemon. Horrible horrible service including getting transferred to a personal voicemail of someone not even from your company.

Sincerely,

**************
Business Response
Date: 10/19/2022
Hello-
Thank you for reaching back out.
Your machine is not eligible for a return or replacement due to the fact that your machine was not purchased through us. It was purchased through Walmart.
As for the lemon law you claim, that does not apply to our machines and only applies to motor vehicles.
The technician will be coming out to diagnose any issues or required parts needed for the machine. That service order number is SO-******* . The tech will be contacting you soon to schedule an appointment with you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you.

Customer Answer
Date: 10/20/2022

Complaint: 18239237

I am aware of what lemon law means, I was using the generic term lemon because I only owned your product for 2 months before having issues. Defective, faulty, damaged, not-functional, you can pick the term for your product. Insulting the intelligence of your customers is not really the way to resolve an issue. Your company offered me an extended warranty for over $100 which Im glad I declined because you havent been able to resolve my issue for 5 months. I have called your support several times and every time its been a 30 minute call everytime with no help whatsoever

Sincerely,

Matt
Business Response
Date: 10/20/2022
Hello,
Thank you for reaching back out.
We sincerely apologize for any and all frustration, at this time we will need to continue with parts and service, please refer to order number SO-******* . The tech will be contacting you soon to schedule an appointment with you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you.
Initial Complaint
Date:10/14/2022
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 am reposting the original details as NordicTrack/iFit has stiffed me after I accepted their resolution offer* I purchased a NordicTrack Commercial **** on June 22, 2022 and it was immediately nothing but problems. The parts had holes that were incorrectly drilled so it was impossible to assemble, the deck of the machine was loose and the fan was shot. We had someone out to repair the machine and it still wasnt operating properly. We contacted NordicTrack right away and decided instead of receiving a replacement that we would spend even more money and upgrade to their newest model in hopes of getting a better quality machine. So we now have spent over $5,000.00 and have nothing to show for it. We had the professional white glove installation this time because this machine is HUGE. Well the screen doesnt work and they are telling us it could be a month until a new screen is sent out. So we have spent over $5,000.00 in the last 3 months and still do not have a functioning treadmill. The machine is unusable without the screen. Nordictrack has offered ZERO assistance. Im pretty frustrated because I do not mind spending the money if the machine works but its so far been two broken machines and months of waiting on a resolution and that is not fair to me as a consumer. I think at this point a partial refund or some sort of hefty credit should be provided due to this being an ongoing issue.Fast forward to today 10/14/2022: repair person came out to perform the repair and now the machine is not even responding. So here we are, 2 + months after delivery of this machine and still do not have a working treadmill.I would like a FULL refund of the entire amount I have spent $5,027.93 and for this machine to be picked up with ZERO PENALTIES OR RESTOCKING FEES. If you do not agree to that then I will accept a refund of $3,000.00 and to have the original commercial **** delivered with white glove service.This has been MONTHS of my time and nothing but aggravation
Business Response
Date: 10/18/2022
Hi

We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed in the amount of $2514.50. This refund should reflect on your account within **** 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.
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.

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

Thank you
Initial Complaint
Date:10/14/2022
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 am reposting the original details as NordicTrack/iFit has stiffed me after I accepted their resolution offer* I purchased a NordicTrack Commercial **** on June 22, 2022 and it was immediately nothing but problems. The parts had holes that were incorrectly drilled so it was impossible to assemble, the deck of the machine was loose and the fan was shot. We had someone out to repair the machine and it still wasnt operating properly. We contacted NordicTrack right away and decided instead of receiving a replacement that we would spend even more money and upgrade to their newest model in hopes of getting a better quality machine. So we now have spent over $5,000.00 and have nothing to show for it. We had the professional white glove installation this time because this machine is HUGE. Well the screen doesnt work and they are telling us it could be a month until a new screen is sent out. So we have spent over $5,000.00 in the last 3 months and still do not have a functioning treadmill. The machine is unusable without the screen. Nordictrack has offered ZERO assistance. Im pretty frustrated because I do not mind spending the money if the machine works but its so far been two broken machines and months of waiting on a resolution and that is not fair to me as a consumer. I think at this point a partial refund or some sort of hefty credit should be provided due to this being an ongoing issue.Fast forward to today 10/14/2022: repair person came out to perform the repair and now the machine is not even responding. So here we are, 2 + months after delivery of this machine and still do not have a working treadmill.I would like a FULL refund of the entire amount I have spent $5,027.93 and for this machine to be picked up with ZERO PENALTIES OR RESTOCKING FEES. If you do not agree to that then I will accept a refund of $3,000.00 and to have the original commercial **** delivered with white glove service.This has been MONTHS of my time and nothing but aggravation
Business Response
Date: 10/18/2022
Hi

We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed in the amount of $2514.50. This refund should reflect on your account within **** 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.
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.

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

Thank you
Initial Complaint
Date:10/14/2022
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.
This treadmill has been broken for nearly the entire time we owned it. It has never worked for more than 2 months straight. We were given parts to install ourselves 3 times and each time it was fixed for a month or so. We purchased an extended warranty because the thing kept breaking. After it broke the most recent time, we were told they would not honnor the warranty because the treadmill is located inside a firehouse. It only has 346 miles on it and only 93 hours of use. That means that this thing cost us $6.75 per mile to use it and now its broke permanently with no fix. Please refund my $2,400 so I can purchase a working treadmill for the guys at my firehouse so that we are fit enough to serve the community. Also the treadmill is literally named "Commercial ****" yet they say they can't cover it under warranty because its in a commercial building.
Business Response
Date: 10/17/2022
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 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.
As we have reviewed your account today, their information is correct and your warranty is no longer valid due to neglect and abuse of the machine.
The following statement comes directly from the warranty information: This warranty will automatically be voided by the following conditions: (1) if the product is used as a store display model, (2) if the product is purchased or transported outside the USA, (3) if all instructions and warnings in this manual are not followed, (4) if the product is abused or improperly or abnormally used, or (5) if the product is used for commercial or rental purposes. No other warranty beyond that specifically set forth above is authorized by ICON.

As your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine.

Customer Answer
Date: 10/17/2022

Complaint: 18221981

I am rejecting this response because: the name of the machine is commercial **** and a firehouse with 4 guys hardly qualifies as commercial use.

Sincerely,

*********************************
Business Response
Date: 10/18/2022
Hello,
Thank you for reaching back out.
We do understand your position, and we sincerely apologize for any inconvenience.
Please refer to the warranty terms and conditions for further clarification on the voided warranty.
https://www.nordictrack.com/warranty-terms-and-conditions
Thank you.
Initial Complaint
Date:10/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Nordictrack Commercial 1750 Treadmill OCt 15 2020. Unit has roughly 350 miles on it had had a failed Roller July of 2022. Reached out to Icon Fitness where first correspondence took a couple of weeks. After verifying warranty through their website, uploading photos of receipt, machine photos and serial they shipped part and expected me to install even though machine has a full labor warranty until 2023. I was told to try it and if anything else broke or was damaged they would send someone out. Upon getting the roller replaced The incline motor was not adjusting up. It would go down only. After several more weeks passing support finally sent an incline motor and once again had me install. The motor did not resolve the issue. After a few more emails the tech sent a sensor for the motor that doesnt fit my machine. When I asked, they wanted new photos of the machine serial number and product number. This has been the last 2 email correspondences over the last 2 weeks. As an electronics technician I dove into the machine with my meter and found faulty components on the control board. I recommended to support to send me a new control board and they have not. They stated several times that was not the problem. I just want a working machine. I have a paid ifit membership that I have not been able to use with my treadmill for the last 4 months. What good is a warranty if they will not answer or send a technician in a timely manner? At what point do I get someone out, the machine replace or repaired? I have located a replacement board that I can purchase on my own but once again, why am I troubleshooting and sourcing parts for a machine that is under a full warranty?
Business Response
Date: 10/12/2022
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 order the necessary parts for you. The part order ( **********) is currently out of stock, however it will ship to you once it becomes available. You can track that at the following link:
https://my.ifit.com/MC/s/order-tracking
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.
You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:10/10/2022
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 sold a Nordic Track bike that had and **************** Contract (***) valid from 3/18/21 to 3/18/25. The agreement number of ESC is ********. I have been trying since August to get a refund of the unused portion of the *** but to date no refund. I was told a payment was sent but I never rec'd it. I was told another payment would be made but again no payment rec'd. Refund amont should be around $90.00. Terrible customer service from these people.
Business Response
Date: 10/10/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.
For refunds and cancellations you will need to contact UTS directly at ************** or email: **************** We apologize for all you have been through!
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348).

Thank you
Initial Complaint
Date:10/09/2022
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.
I purchased a pro-form **** treadmill from Ifit less than a year ago the machine stops in the middle of jogging, I have called numerous times they have sent me three new computer boards which two of I have replaced myself, and it did not fix the problem they sent me a new motor which I replaced myself did not fix the problem. Now they have sent me a new belt, a new wiring hornist and a new computer board. I have been waiting for almost 3 weeks for a technician to contact me so that they can diagnose and repair, I have called multiple times and each time they tell me 3 to 5 business days they will call to schedule an appointment the next time I call its within 48 hours. They will call to schedule an appointment and they never do I have been without my treadmill for two months. I paid $2000 for this piece of equipment and it is just sitting here not being able to be used , I really want them to either send a technician to fix my treadmill or replace it with a new one or give me my money back every time I call I spend at least 30 minutes to an hour on hold before I can even speak to a representative. I have contacted them four times within the last seven days , it seems like they just dont want to help at all or they transfer me around to different departments and I have to continue to explain what is going on. It is really frustrating and I am really upset. I really want this issue taken care of. please help me if you can.
Business Response
Date: 10/11/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter
We have contacted the tech company and notified them that you need to be contacted for scheduling. We have confirmation that you are scheduled on 10/17/2022 between 12pm-4pm
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 10/11/2022

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. I will be home the timeframe that you have responded with on the 17th between 12 PM and 4 PM though I still have not received a phone call from the service technician. When should I expect them to be calling me to verify the appointment

Sincerely,

*************************
Initial Complaint
Date:10/06/2022
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.
1. date of the transaction: April 14th
2. the amount of money you paid the business: 3,548$ for a treadmill + 140$ for the assembly fee + 117$ for the 3 months membership fee
3. what the business committed to provide you: the assembly and the consumer support
4. what the nature of the dispute is: It's very much a lazy respond to consumer. The detail is like below.
My problem has started at the poor assembly of the treadmill. I paid off for the assembly, but the company sent me just only the delievery mans not white gloves, and then they didn't screw the part of pannel to the base. Consquently, the pannel isn't firm and is very wobbly. I noticed the problem instantly, so I sent an e-mail to a support team right after the assembly. But the representative for help didn't care all my problems. From April to September, I couldn't get any supports from them. As well as, because I felt dangerous when I was walking or hiking on the treadmill, I have not used it for 5 months. But my frustration didn't start yet. In a early September day, the technitian finally come to my home for fixing my treadmill and ordered the screw. But the company DID mistake for sending the wrong screws to me. As a result, I shoud had to wait for a month again.
So, my husband and I decide to request for full-refund because this company is a mess. They don't have any an ability for resolving the consumer's problem. They don't deserve to gain the money by selling. Buying products of this company is bad for the other consumer.
5. whether or not the business has tried to resolve the problem: They proposed just the extend warranty to me. But I think they don't think my inconvenient and endurance is a big deal. Even though, if I have the very long warranty, I will get sick and die because they will not give any technitian to me for a long time.
6. accont/order/tracking number: case ********
Business Response
Date: 10/10/2022
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.
You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you

Customer Answer
Date: 10/12/2022

Complaint: ********

I am rejecting this response because: Your return police is right, only if you give me a normal and perfect item. My invoice was included the assembly service fee so, the your return policy is completed only after the normal and perfect assembly service. But unfortunately, your white gloves did very poor service, and the problem that is fascinating, after 5 months, still remains. You guys didn't piece together the treadmill from the all of parts. It is still ugly when it comes to the assembly. Please refer to the attatched file. As Michigan consumerProtection law, I'm eligibel for the refund for the wrong item.
And have you found the representatives of Hard Ware who told me that we can't send a technician? Because of him, if he did care a little bit more for me, if he just sent me a technicain right after reading my e-mail, I wouldn't have go though the long pain time. When it comes to the screw issues, I want him to truly apologize to me.

Sincerely,

***** ***

Business Response
Date: 10/14/2022
Hello,
Thank you for reaching back out.
As we stated you are no longer eligible for a return or replacement since we did not hear from you within the first 30 days of having your machine.
You will need to continue working with parts and services.
We apologize for any inconvenience.
Thank you

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