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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/11/2022
Type:Service or Repair IssuesStatus: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 at extended warranty from iFit for my Nordic trac treadmill. I called several times as the machine intermittently shuts off and the last tech that came out finally figured out the issue. Now, they decided to void my warranty and not pay for the service needed due to the condition of the machine. They are saying that there is excessive rust due to lack of maintenance. I keep my treadmill in my house so it is temperature controlled and we wipe down the outside after use. As an average layperson I am not able to take apart the machine and wipe the inside after use. My wife and I do sweat when we run and we consistently use the treadmill. I dont disagree that there is rust on the machine but we have owned the machine for several years and this is from normal wear and tear that should be covered under any warranty. If a machine fails from normal use then that is a manufacturer defect. Every treadmill should be built to withstand sweating as a normal lay person doesnt have the ability or expertise to take apart the machine to clean it I ask that iFit honor the extended warranty that I purchased and fix the treadmill . You can reference case # ******, thank you for your assistanceBusiness 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 been notified of the voided warranty. in our warranty disclaimer it states This warranty extends only to the customer and is not transferrable. ICONs obligation under this warrantyis limited to repairing or replacing, at ICONs option, the product through one of its authorized serviceproviders. All repairs for which warranty claims are made must be preauthorized by ICON. If replacementparts are shipped while the product is under warranty, the customer will be responsible for a minimal
handling charge. For in-home service, the customer may be responsible for a minimal trip charge. This warranty does not extend to freight damage to the product. 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 specifi cally set forth above is authorized by ICON.We regetfully inform you that we are unable to rfeinsate your warranty at this time due to neglect of the machine. We apologize for any inconvienances this has caused you.
Thank you
Initial Complaint
Date:08/10/2022
Type:Service or Repair IssuesStatus: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.
Despite iFit being difficult since the point of ordering, this complaint is concerning 2 matters:1. Unable to use iFit subscription due to excessively delayed delivery - seeking a reset of the one year subscription.2. Defective product with no response despite multiple attempts to contact.(1) I ordered a treadmill (order NT10530143) on February 16 that was supposed to ship within 14 days. I got the treadmill in June. I had a one year iFit subscription with the treadmill that I am asking to be reset.(2) Within one month of receiving the treadmill, the incline stopped working. I have notified both NordicTrack and iFit via email twice with no follow up. Now, my treadmill will not turn on and only generates a humming sound. This is a brand new treadmill with no support from the vendor. I would like immediate attention to get my treadmill repaired and certified for proper use. Upon delivery, the assembly tram was unable to assemble the treadmill, and the second attempt had a successful assembly, but he later informed me that he had never done one before. This is unacceptable and may be why my treadmill is completely unusable less that 2 months later.Business Response
Date: 08/11/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.We would be happy to help get this resolved for you, in looking into your account today we have noticed that we need to register your machine. Please provide the following so that we can move forward to get this resolved as qucikly as possible for you.
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:
PRICE OF MACHINE:Thank you
Customer Answer
Date: 09/12/2022
Complaint: 17698146
I am rejecting this response because:Model and serial (i believe): X22i, NTL299222K12F If this is not the serial, can they please share where I can find it on the unit?Amount paid: $3836.38 (including tax and delivery)Order number (so they can check their records): NT10530143Order Date: 2/16/2022
Sincerely,
***********************************Business Response
Date: 09/12/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We still need the following information to register the machine.
To register the machine:
-Model number (including the decimal)
-Serial number
-Date you received the machine
-Where you purchased the machineYou can refer to your owner's manual for the model number and location of the serial number.
Thank you.
Customer Answer
Date: 09/13/2022
Complaint: 17698146
I am rejecting this response because I have more information to provide and there has yet to be resolution to fixing the treadmill. The additional information is:Model: NTL29222.2
Serial: *************
Date Delivered: Early/mid June 2022 (The delivery team kept the final paperwork with exact date). My first email complaint was July 5 with no response from the business.
Where purchased: online - order number so NordicTrack can track their records: NT10530143
Sincerely,
***********************************Business Response
Date: 09/13/2022
Hello,
Thank you for reaching out.
We appreciate you taking the time to send over this information.
Have you attempted to factory reset the console at all yet? Can you also check to make sure all wiring is fully connected and free of damage?
Can you also send over a visual of the machine's issue?
Thank you.
Customer Answer
Date: 09/14/2022
Complaint: 17698146
I am rejecting this response because:The issue is twofold: currently it will not even turn on. I have an image of the black screen while still plugged in. If I unplug, let it sit, then plug in to give it time to reboot it turns black on, but then the incline is still broken.
All visible wires and cords are intact.
Sincerely,
***********************************Business Response
Date: 09/16/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
Please provide videos or pictures of the issue.
Please remove the back right panel at the end of the walking belt to check the LED lights on the controller.
Thank you.
Customer Answer
Date: 09/16/2022
Complaint: 17698146
I am rejecting this response because:Image attached--it's an unresponsive treadmill. Cannot get an image of the non-working incline.
What am I checking for with the removal of the panel? Also, I am uncomfortable doing this procedure. When can you send someone out here to fix my brand new treadmill? Taking it apart and returning updates via emails is unacceptable for how costly and new this machine is.
Sincerely,
***********************************Business Response
Date: 09/19/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have set up a service order to have a tech come out and further diagnose the issue for you. The service order number is- SO-*******. The tech will be contacting you within the next 3-5 business days to schedule your service date.
Please let us know if you have any questions.
Thank you.
Customer Answer
Date: 09/22/2022
Complaint: 17698146
I am rejecting this response because:Thank you! I await the call and appointment. Looking forward to getting back on the treadmill!
(will accept response once treadmill is functional)
Sincerely,
***********************************Business Response
Date: 09/23/2022
Hello,
Thank you for reaching back out.
We do understand your position here and you may keep this case open by responding within 7 days.
Thank you.
Customer Answer
Date: 10/03/2022
Complaint: 17698146
I am rejecting this response because:Service is scheduled 10/5. Responding to keep issue open until it is resolved.
Sincerely,
***********************************Business Response
Date: 10/03/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
You may keep this case open by responding within 7 days.
Thank you.
Customer Answer
Date: 10/11/2022
Complaint: 17698146
I am rejecting this response because:Thank you so much for sending **** out. He was very knowledgeable about the product and super helpful!
I want to address the second part of my initial complaint now: resetting my iFit 1 year subscription. It started in February when I ordered the treadmill, but it did not arrive until June. Can you please start the subscription over to reflect this?
Sincerely,
***********************************Business Response
Date: 10/12/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our iFIT team in regards to your membership. They went ahead and added the extra time, October 12th 2023 is the new expiration date.
Please let us know if you have any further questions.
Thank you.
Customer Answer
Date: 10/20/2022
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:08/08/2022
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my space saver elliptical in December 2021 and it has not worked as intended from day 1. I have had multiple service calls where no one was able to fix the machine until May 2022. Now July 2022 the machine is not working completely at all again. I have repeatedly asked for them to send me a new machine and they refuse saying its past the date. The machine has been broken since day 1 I feel I should get a replacement not wait for service to come out once a month and miss work hours on a machine that was purchased brand new and never worked as brand new. Please if anyone can help me just get a working machine its been 9 months and Ive only had 2 months where the machine worked.Business Response
Date: 08/09/2022
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.
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 ********************************************************************************** return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
We can see you called in on 08/8/22 regarding an issue. It looks like you have parts that were ordered for you and have already shipped.
If you are still experiencing any issues with your machine, Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 08/09/2022
Complaint: 17690395
I am rejecting this response because: I contacted the business within the first 30days stating their was a problem with the unit and I asked for a replacement. Rather than replace it they pushed to repair it and mailed me a bunch of parts some never used and I still have. The machine wasnt repaired until May six months later. Now nine months and I am waiting for repairs again. I feel that taking into consideration that I have been in contact and asked for a replacement within the allotted time only to be pushed into repairs. I feel I received a lemon machine and should be reimbursed properly. I am holding up my end of the deal and making my payments on time every month for a machine that does not work or is constantly in need of repair. How is this good business. *** lost work hours and time that I could be using my machine. I dont want to wait another six months and risk an expired manufacture warranty to have a functioning machine. The machine delivered 12/28/21 and on 1/18/22 I put in the request for a new machine when I complained about the machine not working they told me that first they had to attempt to fix the problem that there was a process to follow. Well they followed their process right out of my 30 days. Considering my initial contact was within the 30days I wish them to honor the exchange since it is well documented that the machine did not work properly from day one.
Sincerely,
***************************Business Response
Date: 08/10/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We reached out to our ******** and Returns team and they confirmed because the machine was deemed as repaired on 5/3/22, and there was nothing further reported to us until 8/8, we are unable to return or exchange.
You will need to continue working with parts and services.
We apologize for any inconvenience.
Thank you.
Customer Answer
Date: 08/11/2022
Complaint: 17690395
I am rejecting this response because:The machine we received has not worked properly since day 1 of delivery. The warranty and service process has been horrendous, initially upon contacting customer service the company rep tried to get me to diagnose and repair the machine myself when I have zero experience with anything of this nature, it was only upon complaint that they said a technician would be sent out to work on the machine. It took 3 technician visits over the course of several months to finally get the machine functioning as expected only to have it fail again shortly thereafter and warranty support responding we will send you a new resistance motor when this would now be the third time the resistance motor would be replaced, assuming the repair technicians actually used all the parts being sent(since I now have a box of parts for this machine some of which havent been removed from the packaging. But nonetheless clearly there is a larger problem at hand here but the company does not want to address it. And prior to posting here I had stated to the CSRs from Nordictrack multiple times as Ive went through repeated unsuccessful attempts to repair that this machine is a lemon and i dont want to return/cancel my order I just want a new machine that functions properly only to be brick walled into continuing to pay financing on a machine that has functioned correctly for approximately 1 of the 8 months I have now been paying for it.
Sincerely,***************************
Business Response
Date: 08/12/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
As we stated that we confirmed with our ******** and Returns team and they confirmed because the machine was deemed as repaired on 5/3/22, and there was nothing further reported to us until 8/8.
We are unable to return or exchange.
You will need to continue working with parts and services.
We apologize for any inconvenience.
Thank you.
Customer Answer
Date: 08/15/2022
Complaint: 17690395
I am rejecting this response because: on 12/28/21 the machine was delivered and 1/18 the first set of parts were ordered the machine was reported unusable within the 30days of purchase and your service center refused my request for an exchange and stated that that was not the process. So I assume its a common business practice to process people out of their exchange window. I know now that I will never buy another Nordictrack product and I will for sure spread the word that this is the common practice of your company and to steer clear.
Sincerely,
***************************Business Response
Date: 08/16/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
In looking further into your account there is no mention of wanting to return to exchange the machine. Which means our ****** Services did not refuse your request when it was not mentioned.
As we stated that we confirmed with our ******** and Returns team and they confirmed because the machine was deemed as repaired on 5/3/22, and there was nothing further reported to us until 8/8.
We are unable to return or exchange.
You will need to continue working with parts and services.
We apologize for any inconvenience.
Thank you.
Customer Answer
Date: 08/17/2022
Complaint: 17690395
I am rejecting this response because:I will find my messages and take screen shots and send them to you.
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 will await your response.
Feel free to also contact our Billing team directly at ************.
Thank you.
Initial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Treadmill back on March and have not been able to use it because it is broken. I cannot not get the service guy to show up now for 2 months. I cannot contact Corporate for Nordictrack.Business Response
Date: 08/09/2022
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.
This morning we have contacted the tech 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 youCustomer Answer
Date: 08/09/2022
I would like to speaktoa live person. I have called numerous times to be put on hold for many minutes before talking to anyone. This is terrible service. I have had this thing since March and have made many calls and appointments that were canceled by the service person. I have been so patient. I put the payment on hold till I am able to use the product. But since the parts were ordered. Which I needed 3 parts only 2 were ordered. I waited another few weeks for the 3rd part that never arrived. I called in again and was on hold for many minutes. Each time is at least 45 minutes before a live person gets on the phone. Well after getting the live person on the phone she noticed the 3rd part was never ordered. So we wait again. Meanwhile Ifit told the bank that I financed through to purchase the Treadmill and said I recieved my parts so I got a letter that I need to start making payments because I recieved the parts. And it is August 9th and still unable to use my machine I ordered back in March. To be honest Ifit should take more than 10% off for my inconvenience. I bought this because I need it do to health issues and I am now on month 6 that I am unable to use it. I have waited SIX MONTHS. Where is my payback for not ruffling any feathers for 6 months ? That is very poor service from a well known company. I have been VERY PATIENT. NOW I AM GETTING ANGRY. I am paying on something that I am unable to use. Very bad service I have had through this company. I am now 20 minutes into calling the number you suggested I call to speak to someone over this letter. I want to speak to Corporate. I want a call from Corporate instead of me wasting my time . I have wasted ENOUGH time trying to solve this after several attempts. I can be reached at ************. My name is *******************. I will look forward to a call from someone that can help me instead of run me around. SIX MONTHS IS JUST UNACCEPTABLEBusiness Response
Date: 08/10/2022
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 technician has scheduled an appointment for 8/13/22 between 9-11am.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you.
Customer Answer
Date: 08/18/2022
He also cancelled again on me. Again this is the 4th or 5th time we reschedule. I plan my day around it and it gets cancelled the day we scheduled. I want compensated for 6 months of inconvenienceBusiness Response
Date: 08/19/2022
Hello-
Thank you for reaching back out. We assure you that we take your concerns seriously.
We are so sorry to hear that the technician has rescheduled the appointment. We have escalated this to our Service Team. They informed us that an appointment has been set for 8/20/22 at 9am. The technician will call you to confirm your appointment.
We are happy to add downtime to the warranty and iFIT (if you have one) for the delay and inconvenience.
Thank you.
Customer Answer
Date: 08/19/2022
Complaint: 17688151
I am rejecting this response because: it has been 6 months of inconvenience. My Ifit and warranty should already be put on hold. For one I has a dispute with the finacial agency. You guys told them the parts were ordered and I recieved them . Well I did recieve 2 of the parts and had to call into Ifit to find out the 3rd one had not even been ordered. So I had to wait even longer for more parts. So the financial agency said I recieved my parts and they were refusing my dispute. That was wrong. I have not been able to use my equipment. That is why I was trying to hold the payment off till the product I bought was up and running in full. The maintenance guy called me today and said someone called him and told him I cancelled for this weekend. Again my point. ***** knows what the other one is doing and it has caused me 6 months of grief !! That is why I feel you guys should do better by backing up your product. This has been a nightmare from the start. I bought this machine do to health reasons and it has been 6 months. I think I have been more than fair over this fiasco. I feel your company should compensate me for my inconvenience . The maintenance guy is supposed to be here tomorrow again we will see if he cancels again. Hopefully he fixes it finally. But I feel you should take more money off of this machine for my inconvenience for several planning repair visits as well as countless hours on the phone with the staff and 6 months in we are still not happy with the service. I hope you do not treat all of your customers this way. I have had a terrible experience with your company. Again I feel there should be a compensation for my hassels.
Sincerely,
*******************Business Response
Date: 08/22/2022
Hello-
Thank you for reaching back out. We assure you that we take your concerns seriously.
In looking into the service order we see that the technician has replaced the part and the machine is now working properly.
We also see that downtime was offered to begin from 3/13/22 and go till 8/20/22.
Please let us know if you have any further questions.
Thank you.
Initial Complaint
Date:08/08/2022
Type:Customer Service IssuesStatus: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.
In march 2022, I purchased a treadmill through Nordic Track directly. I also purchased an extended warranty. In August of 2022 the treadmill started making grinding noises and i have been trying to schedule warranty service. This company does not pick up the phone, the representatives hang up and disconnect chats and do not help . I have spent HOURS on this and still do not have a technician schedule to repair this item. I spent close to **** dollars on this treadmill plus warranty and can not get is repaired under a service plan that I paid for. Their sales department will do everything they can to sell you the product but then you cant reach anyone in customer care for any support. HELP!!!!Business Response
Date: 08/09/2022
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.We are happy to help get this resolved for you. Can you please send us a video of the issue that your machine is experiecning along with verifying the model and serial number off your machine?
We will be awaiting your response to get this resolved as quickly as possible. Thank you!
Initial Complaint
Date:08/04/2022
Type:Delivery IssuesStatus: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.
Received Nordictrack **** treadmill on May 9 2022 I started having problems immediately with the machine including not connecting HR monitor and headphone with ********* They sent a repair man out on May 28 who did no want to touch the machine he claimed he need more parts head unit does not move and he didn't want break it. It is August 4th and received all the parts and awaiting a call for a technician no call ever came. Meanwhile the machine counted to have different problems at different times and stopped working at times while during a treadmill run lost internet which I couldn't use the machine at all. multiple different problems and numerous calls without resolution. A part person never called to come I had to contact them to get it done. I asked for a new machine when it stopped working during a workout and they refused to send me one stating it was not threshold ready and a parts man had to come and fit it first. I have spend many hours contacting them talking to them and making numerous complaints without my constant calls they would have never reached out to help. they are difficult to reach with what time up to two hours. Help is limited I am extremely frustrated and will never buy a product from them again.Business Response
Date: 08/05/2022
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 were able to process an exchange and refund of your machine. Your new order number is 2285842. Please allow 3-5 days for processing and then **** business days for shipping.
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 youInitial Complaint
Date:08/03/2022
Type:Product IssuesStatus: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 was charged a return shipping fee for returning merchandise which is affecting my credit score. I purchased an elliptical from this company several weeks ago and I paid for it to be set up UPON delivery. I kept calling abs putting in escalations and calling everyone possible, still no one came to set it up. So after trying and trying to rectify situation I put in to have the elliptical retuned. Since they could not uphold their part of the agreement I should not have to be responsible for shipping something back I never could use because it was never taken out of box or set up. Ive called to have this removed off my credit report but they are telling me the shipping return fee is valid. So basically in the midst of a recession abs pandemic I have to pay $300 plus dollars for something I never used. Horrible company and customer service.Business Response
Date: 08/03/2022
Hi
We spoke with our Billing and ****************** about the fees. They have informed us that a refund has been processed as of this morning (08/03/22) in the amount of $136.56. They were able to process a refund for half of the fees charged. 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.If you have any further questions, please call our Billing team at ************.
Thank youCustomer Answer
Date: 08/03/2022
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:08/02/2022
Type:Service or Repair IssuesStatus: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 a Nordic Studio S22i bike that is under warranty. This machine has had numerous maintenance issues since I have purchased it, I have repaired it twice, and have had a service tech repair it once. It has been malfunctioning now for the past approx 4 months. Nordic has told me on countless occasions that the service tech will be reaching out to me within the next ***** hours and I have not once received a call from said service tech. They also told me the service tech no longer works for them, and then turned around and told me he does again work for them. I have asked on numerous occasions to have my machine that remains under warranty repaired, replaced, or my money refunded all to continue to fall on deaf ears. This is a very expensive piece of equipment and I am beyond disappointed with the lack of service and disregard for customers by this company.Business Response
Date: 08/05/2022
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 3-4 business days.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:08/02/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a bike from Nordicktack a little over a year ago in which was a nightmare with the worst customer service. It took over 3 months to get. 6 months later, against my better judgement I puchased a treadmill. They charged me for it and never got it. Took me over a month to get a hold of someone to get my money back and never ended up getting the treadmill. I use my bike daily. 4 weeks ago the bike just quit. Won't even turn on. **************** was no help. Finally after talking to someone else they told me my service warranty was expired but parts was not. I had to pay $180 upfront for a service tech and they would call me in a week. Two weeks pass and not a call. Daily trying to get ahold of Nordicktrack to find out what is going on. I would just get, "we will contact the service tech and have them call you." Never a call. I have spent 3 days now trying to get my money back for a service call I should not have had to pay for to begin with, that still has never happened. I have finally had to dispute the charge with my credit card. I have asked how they can expect someone to still pay on a bike that is broke and they are giving zero option of fixing. They still will not give me any options or even an apology. This is the worst customer service ever. I want to know how to hold them liable and for them to get their broke bike back and cancel my loan. Its insane that a company of this size has such poor customer service and machines. It is nothing but a scam. Thank you for listening.Business Response
Date: 08/03/2022
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. Your 30 day return policy expired on 4/11/2021. 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 that your scheduling been escalated and the tech has reached out for scheduling. The technician will be coming out to diagnose any issues or required parts needed for the machine.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 08/03/2022
Complaint: 17660653
I am rejecting this response because: This machine is barley over a year old in which I am still paying on. It should not have broke in the first place. I went through h*** to get it to begin with. I then had to pay $180 on top of still paying for the machine for a tech to come out, in which I waited 3 weeks with no response contacting Norditrack several times with very bad customer services. I want my money back for the service that was never provided. I also feel that due to all of the issue and selling me a bike that broke a year later and all of the issue that it should be taken back and the rest of the loan cancelled. This is the worst customer service ever and worst equipment. How can you sell someone a $2,500 bike that breaks a year later and then ask them to pay more to get it fixed? It is not acceptable. I don't accept this. I have never made a complaint in my life against a company, but I am making a stance now against your scamming company. You should be ashamed.
Sincerely,
***********************Initial Complaint
Date:08/02/2022
Type:Service or Repair IssuesStatus: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 originally sent a complaint on April 27th against iFIT due to them collecting payment from me and "repairing" my Proform Carbon HIIT H7. After I paid my labor fee back in February, iFIT chose a repair company that absolutely did not fix anything. The machine kept breaking after 2 uses. The machine did not last long AT ALL. After 4 visits and me nearly falling off the elliptical because the leg disconnected ONCE AGAIN, with me hurting my knee mind you for a few days, I asked iFIT to PLEASE send someone competent and choose a different company. The latest repair by New Life Cardio Equipment that iFIT chose, a person named ******* and HE HIMSELF SAID that none of the previous repairs did ANYTHING at all. He said every single part that the previous people came to "fix" were completely broken. So he requested several parts, about ***** parts in total from iFIT. I said to myself "Finally someone that seems to know what they are doing." ******* ******* said that the machine WILL BREAK without these parts as the previous repairs were botched. You can ask him yourself. He will admit he said these things After receiving my parts, I asked them to please schedule ******* to finally fix this machine once and for all, they want to charge me for the repairs? Why?! The original issue WAS NEVER FIXEDBusiness Response
Date: 08/03/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the labor manufacturers warranty for your machine expired on 1/8/2022 as the labor warranty lasts for 1 year on your machine. As you did not purchase an extended warranty, any technician visit is a service that will need to be paid for. You are still under warranty for parts as your manufacturers warranty for your machine covers parts for 2 years, which is why you were not charged for parts.
As your machine is no longer covered under warranty for labor, 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: 08/03/2022
Complaint: 17659925
I am rejecting this response because: I paid for labor for my machine to be repaired back in February. However, I did not get the service I paid for! The repairs were not done. The machine was still broken. I keep getting this response that I need to pay for labor when I did! I paid 150 dollars for repairs to be done and I NEVER RECEIVED THIS SERVICE. The service I received was non existent. What was ACTUALLY FIXED? The money I paid? Where did it go? For someone to come and slap a band-aid on my machine. This is completely fraudulent.
Sincerely,
*******************************Business Response
Date: 08/05/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We apologize for the inconvenience. Unfortunately since the labor warranty is expired as of 1/8/2022 any labor service needs to be paid for even a return visit.
Although you paid for a technician in February you will need to pay for one if a technician is still needed.
Please contact Non-Warranty directly at ************ M-F 6AM-8PM MST for a technician.
We apologize for the inconvenience.
Thank you.Customer Answer
Date: 08/08/2022
Complaint: 17659925
I am rejecting this response because: Then I would like a refund for the repair service I paid for in February since my machine was never fixed. Are you aware we fell off the machine because it collapsed after they "fixed it."What a complete joke.
Sincerely,
*******************************Business Response
Date: 08/09/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
If you are wanting a refund for the service you will need to contact Non-Warranty directly at ************ M-F 6AM-8PM MST.
Since you have informed us that you fell off the machine you will need to give us the following information so that we can fill out a legal form.
Injured Party's Full Name
Injured Partys DOB
Date/Time of Incident
Injured Partys Height
Place of Incident
Injured Partys Weight
Did you seek medical attention?
Description of Injury
Surge protector used?
Original proof of purchaseWe apologize for the inconvenience.
Thank you.
Customer Answer
Date: 08/10/2022
Complaint: 17659925
I am rejecting this response because: ************ is completely handling this so poorly and I regret my purchase. I would like to submit everything they have done publicly so everyone can see how fraudulent iFit is. You pay for labor, machine doesnt get fixed, and you have to keep paying for them to come until they fix it IF THEY EVER do. Just a HORRID company.
Sincerely,
*******************************Business Response
Date: 08/12/2022
Hello,
Thank you for reaching back out.
We apologize for the inconvenience this may have caused.
If you are wanting a refund for the service you will need to contact Non-Warranty directly at ************ M-F 6AM-8PM MST.
Thank you.
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