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

2,371 total complaints in the last 3 years.
246 complaints closed in the last 12 months.

If you've experienced an issue

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:08/16/2022
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.
I ordered an exercise equipment (NordicTrack Elliptical) and even though it has been paid in full for equipment and delivery, the equipment is not being delivered. The delivery dates keep getting cancelled with no prior information. I would like to get this delivered.
Business Response
Date: 08/17/2022

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.

This morning we have contacted the delivery company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

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

Thank you

Customer Answer
Date: 08/20/2022

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:08/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Nordictrack S22i bike has been broken for 3 months. I have been on the phone with nordictrack, icon fFitness, and 3M repair more than 50 times. They have ordered parts sent the repair ************* 3 times but have not fixed the bike. I have more parts waiting but cannot get anyone to return my call for an appt. I want a replacement bike. This bike had to have repair the first month it is now 18 months old and its been broken down too many times. I have the extended warranty but enough is enough. I need a new bike. Its not fair to pay so much money and its always broken. I need help please.
Business Response
Date: 08/17/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 09/24/2021. 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 a few times this month, 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-*******. 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: 08/17/2022

Complaint: 17723773

I am rejecting this response because:
There are several errors in your response.
1) I had a repair in the first 30 days so you knew my machine wasn't working correctly out of the box.
2) I have called a zillion times that is correct, I do NOT have a repair appt. 3M will not answer your or my calls. I am still sitting with another set of parts waiting for a repair. My machine has been down for 90+ days. I have had parts sent and a repairman sent 4 times and the machine still is not operable.
3) I am not asking to return it I am asking for a replacement bike. I have an extended warranty and you are not able to repair my bike in a reasonable time, therefore I am asking for a replacement. I am not asking for any monies just an operational bike.
Please be reasonable

Sincerely,

*************************
Business Response
Date: 08/18/2022
Hello,
Thank you for reaching back out.
We appreciate you taking the time to work with us, and we sincerely apologize for any frustration.
At this time we are not able to offer a replacement machine, but we are happy to continue assisting with parts and service. We will have the tech reach out to schedule with you as soon as possible.
You may also contact our Billing team directly if you have questions about the return/replacement policy: ************.
Thank you.
Initial Complaint
Date:08/16/2022
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 received the parts from a previous bbb complaint, Complaint ID #********, however the repair company, ***************, does not return calls. I called them probably 5 times at least. No response.I want a refund for the installation fees. I paid for an install. They installed it wrong. Then they dont repair the item that they damaged. I also want a prorated Ifit membership. I have not been able to use the bike that i paid for due to incompetence.
Business Response
Date: 08/17/2022
Hello-

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

With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 05/17/22. 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 that our service coordinator has reassigned your service request to a different technician due to the lack of communication. We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 08/17/2022
Hi, I think you responded without fully reading what I was asking for. I did not ask for a product refund, I want a refund for the installation fees and a prorated Ifit membership since i am unable to use the product - I want 3 months back.

Complaint: 17722391

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 08/17/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our ******** and Returns team regarding your request for compensation. They informed us that they are unable to offer any compensation since you are outside the 30 days.
We apologize for the inconvenience.
Thank you.
Initial Complaint
Date:08/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased treadmill/maintenance agreement all paid in full in 11/2021. I had the treadmill 9 months. I only used it maybe 50 times due to mechanical problems. I notified NordicTrack/Ifit of the mechanical problems. They trouble trouble shot through an APP to determine mechanical problem. They replaced the motor 2 times, controller 2 times and some other parts. Repairs were unsuccessful. The last breakdown, I refused to allow them to repair it again. I requested a replacement or a refund, since my machine was paid in full. They agreed to replace it with a current model. Also due to the model I have was discontinued and unavailable. Also in agreeing to replace to replace. I was told they would pick up the broken treadmill and they would not be able to guarantee the order of the pick up and delivery of the new and old machine. I asked if their was anything I needed to do upon pick up of the broken machine, I was told no. I scheduled pick up for 8/2/22. Drivers was unable to remove and also disassemble the treadmill. ******* stated they were unable to disassemble due to screws being stripped. I too as well paid for assembly of the machine and it was delivered brand new in the box. After the machine could not be picked up, I called NordicTrack/Ifit to advise of the problems. That's when I was informed the treadmill was suppose to have been "threshold ready" meaning I was suppose to have it disassembled and in my driveway/garage/porch. I informed the **************** Representative, I had no knowledge of the policy and I was not informed of it. We went back and forth over the situation. I made it clear that I was displeased and the policy was unfair. Especially since I was returning the machine due to no fault of my own. I would jus like a full refund for the treadmill, maintenance agreement and Ifit services. Any information or documents needed please feel free to contact me. thank you
Business Response
Date: 08/16/2022
Hello-

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

We can go ahead and process a refund, however in order to process a refund the shipping and 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. If you are unable to disassemble the machine you may purchase disassembly for $249.
If you have any further questions, please call our Billing team at **************.

Thank you
Initial Complaint
Date:08/15/2022
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 this broken treadmill taking up room in my house for about 2 weeks. Are you going to send someone to pick it up? I sent a message through your website and as per usual, they did not respond.
Business Response
Date: 08/16/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
We were able to escalate the pick up of your machine for you. You should be contacted within 72 hours regarding the pick up of your 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:08/15/2022
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.
Purchased ProForm Pro **** Smart Treadmill with 14 HD Touchscreen Display and 30-day iFIT Family Membership - Black from Best Buy on 11/6/21, order BBY01-806516045989. It was delivered and assembled incorrectly. The treadmill was wobbly. It still hasn't been repaired and it's 8/15/22. Best Buy referred me to iFit and they keep sending technicians out that don't fix or make the problem worse. I've filed multiple claims. They're closed without an explanation of it being fixed and the issue still exists. They've mailed out replacement parts. One time it was an incorrect part. Another time the tech said we don't need that part. When he left, parts weren't replaced and the treadmill hit the arm rest when going up (caused another issue). There shouldn't be this many issues with a brand new treadmill but I'm getting the runaround from the company and companies they contract to. I'm extremely tired of calling only to get the runaround, so would like a refund or exchange for a delivered/installed treadmill with NO Issues. Please help, thanks!
Business Response
Date: 08/16/2022
Hello-

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

With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 12/07/2021. 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 08/15/2022, and a service order was set up. The technician will be coming out to diagnose any issues or required parts needed for the machine. 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: 08/16/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** -- I spoke with ifit yesterday and the representative ordered more parts and said someone will contact me in a couple of days to set up a service visit.
With the history of everything that's gone on, I'm a bit hesitant and not confident this will get resolved. Please review the case notes in their entirety.

-------- Forwarded Message --------
Subject: PROFORM
Date: Wed, 3 Aug 2022 14:33:49 -0600
From: ********************* <************************************************>
To: *****************************************

I am so sorry that the tech has not been able to fix this for you. I just wanted to send a quick email so you would know how to reachout to me if you are needing anything else. I will check in with Nazeli when she gets in in the morning and let you know what she says. Have a great night!

.........I didn't receive a call from anyone saying they'd come over and fix it. Then, based on repair experience from Feb 2022 until now, every time someone comes to repair it, it doesn't get fixed or another issue happens {(verified by video with the representative).
IF --- the next service visit doesn't resolve the issues, can you please refund or exchange the item; marking it as a defective item? It's been going on for half a year with multiple visits and still hasn't been resolved. At what point is enough, enough?

The service techs have said:
1) the part they ordered is incorrect
2) That's an extra part, you don't need it, you can just throw it away (the base). The first or second service tech spent about three hours taking it apart, only to say it was an incorrect part. Then, the next tech from another company said we had extra parts?!?
3) the base was not put back (still laying next to the treadmill against the wall (verified via video)

Also, after reviewing the notes with the representatives, service requests were closed without any detailed explanations. After the first tech, I waited about a month for someone to call me and set the appointment. When I finally called, I was advised that the ticket was closed How can the ticket be closed if she said she had to order another part (was not ordered) and the work order was closed?

I would like a fully functional treadmill with no issues. If you need a better timeline of events, I can do that, but it should all be documented in my account for the previous six months.

Thanks,
*******************************
Initial Complaint
Date:08/15/2022
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.
April 1st I was charged a membership fee of 180 dollars with Ifit. I called my bank which is Chase, to dispute the charge while I finally got through to someone with ifit to dispute the charge with them. The beginning of May I talk to someone by the name of ***********************. She tells me to call chase back and ask them to close the case so the refund process could start. I did, chase closed the dispute I then contacted ifit to notify them. At first the person said it could take 45 days to see a refund. Nothing happened. The next person tells me it could take 90 days to see the refund. Nothing at this point. At this point I've called them every week trying to get a status and everytime I called they would leave me on hold or just hang up. Now it's July, I call again and the young lady finally gave me hope by telling me the refund should go through on August 10th. She gave me a case number which is ********. Now it's August 15th, I've called twice this morning because the first call the lady left me on hold and then hung up. I called again and finally get through to someone in billing. She first starts off by saying the refund can take 120 days. After putting me on hold 3 times. Now not only does she have an attitude with me but she kept putting me on hold only to tell me ifit doesn't have the funds and I need to call my bank. She goes on to say the refund was sent May 15th. Out of the 50 plus times I called ifit never did one person ever tell me the refund was sent at any point. I go on to ask why would the lady tell me the refund would go through Aug 10th and why would she give me a case number if the refund was already sent? Her response "I don't know, but we don't have your funds. You need to call you bank". If this were 20 of even 40 dollars I would cut my losses and just forget about it. But this is 180 dollars and I need that money. I'm the only one working in my household and I have 4 kids. Can I please please please get help with this.
Business Response
Date: 08/16/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the membership. We completely understand where you are coming from on this matter.
We have sent this information over to our Billing team for you and have them further review your account.

They stated that there was a dispute submitted for the refund, which has currently been resolved. We are able to release funds please expect your refund in the next 5-7 business days.

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

Please keep in touch with your bank.

Thank you
Initial Complaint
Date:08/15/2022
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 commercial grade (model ****) treadmill on January 29-2022. I paid $2,134.00 for this commercial grade treadmill. We bought the treadmill through Dicks sporting goods. We paid extra for a 3rd part delivery business to delivery and assemble the treadmill. Several weeks go by, nothing. No big deal. We pick up the treadmill mid February and assemble ourselves. The treadmill has been for our home gym with one person using the treadmill. 4 months of use with less than 100 miles on the treadmill, the treadmill malfunctions and does not incline or decline. I contact nordic track/ifit more than 5 times by phone in July. No answer, no way to contact by phone. I reach out to nordictrack/ifit through online chat multiple times that take a minimum of 2 hours each time. The last time I contact them online was July 14 2022. They insist on sending me electrical wires to fix my treadmill myself with the help of a 40 minute complex you tube video. I informed them I am not an electrician and I don't want to do further damage to the treadmill and since my treadmill is still new and under warranty I would like a technician to come out. They told me the can not send a technician out for my complaint and I need to try the you tube video. I get the wires to "fix" the unknown problem 4 weeks later. I have called multiple times and finally get ahold of someone on the phone at nordic track. They finally agree to send out a technician because I have no wifi to my treadmill. They said 5-7 business days I will get a call. 2 weeks go by, no call. On August 5th I get ahold of nordic track again, and they tell me a technician has emailed me and called me. I have not received any email or call. They have my correct contact information. I called again on August 10th and was able to speak to someone. I was professional but upset, I was hung up on. I would like to file a compliant because I want my issue resolved. I would like a replacement, repair or a refund.
Business Response
Date: 08/15/2022
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.

This morning 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. You should hear from them within the next 24 hours.

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

Thank you

Customer Answer
Date: 08/15/2022

Better Business Bureau:
Thank you for your prompt response and action on my behalf to IFIT. I greatly appreciate your time to help resolve this issue. I will be looking forward to hearing back from the technician department.

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:08/15/2022
Type:Delivery 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 placed an order with Nordic Track online for a treadmill on 7/6/22. I have been given the run around about where my product is and why it has yet to be delivered. I have been sent the **** and have a made a payment on the account already. My product was suppose to be delivered today between **** and here it is 12:15 pm and I haven't heard anything from the company. My husband has spoke with numerous people at Nordic Track (************************ and ***) all of which have blamed the issue on the delivery company. He spoke with the delivery company on Thursday August 4 which was when the date of delivery was set up for this morning. NO treadmill!!! **************** has NOT been very helpful at all.
Business Response
Date: 08/15/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. 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 order for you. Please respond with the order number and correct information and we would be happy to look into this matter for you.

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

Thank you

Customer Answer
Date: 08/15/2022

Complaint: 17692958

I am rejecting this response because:

Order # NT10966254
Order 2277102
*******************************
***************************

phone #
************
************
Here are all the possibilities that the account may be found under.

Sincerely,

*************************
Business Response
Date: 08/16/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our Product Tracking team with the order number you provided. They informed us that they have escalated this over to NSD this morning to have them call you as soon as possible.
We apologize for the delay. Please let us know if you have any further questions.
Thank you.

Customer Answer
Date: 08/16/2022

Complaint: 17692958

I am rejecting this response because:
I still have not heard anything from anyone!!! I understand that there are certain policies that need to be followed however it is obvious that I have been the one to suffer because Nordic Track didn't properly check out the company that they allow to deliver their products.
Last time I spoke with someone at Nordic Track (******) to cancel this order due to it not being delivered he informed me that I would be charged a restocking fee($250). Which is absolutely CRAZY!!! I agreed to give Nordic Track until today **** @ **** to come up with a solution to this issue. As of 110pm EST I have not heard from anyone at Nordic Track. I do not feel valued by Nordic Track as a repeat customer at all. We have been calling and emailing for the better part of 2 weeks trying to find out what the delay has been.
I don't know where my machine is nor do I care at the point because it is obvious that Jaguar Logistics has no intentions of delivering this product. If I do not receive a phone within the next 24 hrs stating a new machine has been shipped then I want this order cancelled without the so called restocking fee and the payment I've already paid on the machine that has not arrived REFUNDED. It is clear that my machine should have arrived by now because I've already had a payment due.
I am very disappointed with how this situation has been handled.

Sincerely,

*************************
Business Response
Date: 08/17/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our Product Tracking. They have reached out to NSD to escalate them to contact you.
You can also call NSD at ************ reference tracking number 36008604
We apologize for the delay. Please let us know if you have any further questions.
Thank you.
Initial Complaint
Date:08/11/2022
Type:Sales and Advertising 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 filed a previous claim. Complaint ID: ******** and a resolution to the problem have not been provided. I ordered a treadmill on May 26th and I still do not have a working treadmill, which I am paying monthly for, and cost $2,800. I continue to reach out to customer service, and each time I have had to wait over an hour for someone to pick up the phone, and no one seems to be able to assist me. I have asked for the correct parts to finish the assembly of the treadmill even though I paid for assembly, and the incorrect parts are sent. We had a technician come to our *************** replacement parts, and the incorrect parts continue to be sent. I don't know how to get a working treadmill sent to my house and set up correctly. I either need a working treadmill or my money back.
Business Response
Date: 08/15/2022
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.

In looking into your account today, we see you have a parts order that is still processing. Your part order is ICS9456985. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking
if you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you

Customer Answer
Date: 08/15/2022

Complaint: 17706802

I am rejecting this response because: I purchased the treadmill at the end of May and it is now mid-August. I shouldn't have to wait over three months because I received broken and incorrect parts. At this point I would expect some type of refund. I never received the full installment of the treadmill because the ***********'t been shipped in a timely manner. I am making monthly payments on the machine and I cannot use it, and we have wasted the free ifit app, again because we have an unusable machine. Thus far, I have paid $250 for installation, $200 in payments, and ifit app. I would expect at a minimum to be able to recoup that money. The machine is over $2,000 and I am concerned this hasn't already been offered.

Sincerely,

*********************
Business Response
Date: 08/16/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
Are you wanting a refund on the machine and to return it?
Or are you wanting some sort of compensation for the inconvenience and delay on the parts?
Please let us know.
Thank you.

Customer Answer
Date: 08/16/2022

Complaint: 17706802

I am rejecting this response because:
Thank you for your response. I don't want to return it. I want a working treadmill. At this point, it has been 3 months and I still do not have a working treadmill. I believe it is fair to receive the proper parts to set it up and have it working, but also a refund for what I have already paid for. I paid $250 for installation, $200 in payments on the machine, $100 from the previous claim I made, and I would also ask for 5 free months of the ifit app, since I paid for a year and have not yet been able to use it.

Total compensation I am asking for is $550 and 5 months free of the ifit app.

The reason I am asking for 5 months of the ifit app is because I paid for a year and 3 months has already elapsed, there was supposed to be a free month when the machine was purchased, and I was supposed to be given a free month when the first machine arrived damaged and I had to place an order for a new one.

Sincerely,

*********************
Business Response
Date: 08/17/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our ******** and Returns team regarding your requests. They informed us that they can do $54.50 compensation, ********. They can also do 5 months of iFIT, 3/10/23 is the new expiration date. They have already given back $100 for the *** and are unable to give more money back.
Thank you.

Customer Answer
Date: 08/23/2022

Complaint: 17706802

I am rejecting this response because:

I have a few concerns.
1. I still don't have a working treadmill, so what can be done so I can get a working treadmill? If it is still not working in a month, do I get a full refund? I am more concerned about having a working treadmill than money, so I will continue to open cases with the BBB until I receive a working treadmill.

2. How was the $100 sent? I don't think I ever received it.

3. I have been patient for 3 months waiting on a treadmill so I can't be patient anymore. I need a clear answer as what is being done to get a working treadmill. Thank you.

Sincerely,

*********************
Business Response
Date: 08/24/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
In looking into your account we see that the rest of the parts should ship out tomorrow 8/25/22.
We have reached out to our ******** and Returns team in regards to the $100 compensation. They informed us that it was sent back to a financing account. We are showing it will reflect on your current billing cycle.
Please let us know if you have any further questions.
Thank you.

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