Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17, 2022, I contacted IFit regarding a seat issue. The seat slipped while riding. I contacted IFit to have the seat replaced. Finally on April 13th, a rep sent a replacement seat. On May 16th, the console would not turn on which made the bike unridable. I contacted IFit a few days later and was sent a part that did not correct the problem. I contacted IFit again on June 2nd and was told I would have additional parts sent to me, and would have a tech come out to install. The earliest the tech had available was June 17th. He attempted to fix the bike, but didn't have the part that was needed. I was told IFit would see his notes and automatically order the part. We scheduled the next visit for July 1. I contacted IFit on June 24th to follow up with the order. The rep said he had just seen the tech's notes and the item would be ordered that day (7 days late). Unfortunately, the part didn't arrive in time for the next scheduled appointment date of July 1 and had to be rescheduled for the earliest date of July 15th. The tech fixed the technical part of the bike. The next day, as I rode for the first time since May 16th, I noticed a very loud noise coming from the pedals. I immediately called IFit, sent a video and they ordered new parts. I was told I would receive priority for repair and would get a call from the tech (repair company) within 5 business days. It has been 7 days and I haven't received a call. I have contacted IFit numerous times beyond the dates listed above. I have attempted to speak to a supervisor, I have sent emails to reps asking for a phone call and I have left a message at the corporate number, with zero response. I have now gone over 2 1/2 months without a fully functioning bike with a lot of passing the buck at corporate without response. In addition, the repair company IFit is contracted with, is based in Az but I live in Ca. I was told I need to wait for the company to have enough repair business in my area before they will schedule.

  

  Business Response

  Date: 08/03/2022

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
  This morning we have escalated your service order for you (**********) with the service coordinator assigned.  You should hear from them within the next 3-4 business days. Please let us know if you are not contacted and we can escalate further. 
  If you have any questions, you can contact our Member Services at ************** (****) with any questions.
  Thank you
  
  

  Customer 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,
  
  **** ******
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17653573
  
  I am rejecting this response because:
  
  

  I expected IFit to reach out to resolve my issue. As of today, August 8, 2022, I have not heard from the company. Please let me know how to proceed. Thank you.

  
  

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/09/2022

  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 8/15/22 between 11am-2pm. 
  

  Please let us know if you have any further questions.
  

  Thank you. 
  

  
  

• Initial Complaint

  Date:08/01/2022

  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 ordered a NorticTrack elliptical. After it was delivered I used the machine for ************************************************************ one area and a dry powder was leaking from another. After contacting the company I was told new parts would be delivered to basically rebuild the machine. After waiting a week for the parts I decided I no longer wanted to keep the machine because I feel it is a defective exercise machine. NorticTrack refused to cover the cost for a $250 return shipping fee, and in turn is making me cover the cost.

  

  Business Response

  Date: 08/02/2022

  Hello-

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

  
  We searched the email, address and phone number you provided, but we were unable to find an account for you with your infomation provided. Please respond with the correct information and order number 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: 08/02/2022

   
  Complaint: 17653056
  
  I am rejecting this response because:

  ****** is the person I already spoke with over the phone on August 1st. She was uncooperative regarding my concerns and refused to credit me the $250 shipping charge, even though my elliptical machine was defective due to rust in the flywheel, and powder being emitted from a plastic sleeve However she is welcome to address my concerns AGAIN. As mentioned she needs the following information:

  Order number NT10983471

  Address ************************************************. 85742

  phone number **********
  
  Sincerely,

  
  ***************************

  

  Business Response

  Date: 08/03/2022

  Hello,
  

  Thank you for reaching back out. We assure you that we take your concerns seriously. 
  

  We were able to locate your account under the information you provided. 
  

  We have reached out to our ******** and Returns team about this matter. They informed us that $265.25 - ******** will be a refund for the freight fee.
  

  Please let us know if you have any further questions. 
  

  Thank you.
  

  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17653056
  
  I am rejecting this response because: As of 8/9/2022 the defective NorticTrack Elliptical has not been picked up by a carrier to be shipped back to the manufacturer, nor have I received any information/phone call when the machine will be picked up. I will accept and close my complaint after the elliptical machine has been picked up and NorticTrack verifies the machine has been received by them and no further action is required.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/10/2022

  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 about this matter. They informed us that it's only been 6 days and that we'll need to allow 2-3 weeks 
  

  We apologize for the inconvenience and delay. 
  

  Thank you.
  

  
  

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17653056
  
  I am rejecting this response because: there is a discrepancy regarding a refund. I was to have paid the delivery charge of $199.00 plus tax of $12.14, totaling $211.14. However I show your company withheld $240.24 from the total amount paid. This is a difference of $29.10. Why are you not refunding this amount?  
  

  For your information ****** Distribution Logistics from ******* picked up the elliptical machine today. So in fact it took eleven days for pick up (since August 1st when I spoke with supervisor *******) and not the length of time indicated in your last response to me. 
  

  I would like to conclude this situation with NorticTrack ASAP so that I can close the BBB case, therefore please correct and refund the $29.10 that is owed to me. 

  Thank you!

  
  Sincerely,

  
  
  ***************************

  

  Business Response

  Date: 08/12/2022

  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 about this matter. They informed us that they are only showing a $4.39 difference. We've refunded a total of $1922.17. The order total is $2137.70. Its taxes on the *** fee is what we withheld and that's the difference.
  

  We apologize for any inconvenience. 
  

  Thank you. 
  
  
  

  
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17653056
  
  I am rejecting this response because: your ******** Department report refund is in error. My record shows two refunds of  $265.25 and $1632.22,for a total of $1897.46.  Therefore I am still owed $24.71.   I have not received a total of $1922.17 as was indicated in your last message to me. I am happy to provide a copy of my credit card statement showing the confirmation of the two refunds.  Please correct this error and refund me the $24.71 ASAP. Thanks. 
  
  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 ******** and Returns team about this matter. They informed us that they are only showing a $4.39 difference. We've refunded a total of $1922.17. The order total is $2137.70. Its taxes on the *** fee is what we withheld and that's the difference.
  

  We apologize for any inconvenience. 
  

  Thank you.
  

  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17653056
  
  I am rejecting this response because: again I am stating the total refund amount is incorrect. I suggest you double check your ******** staff to verify why they insist I received a refund of $1922.17 when in fact I only received $1897.46, for a difference of $24.71. Please see attached supporting credit card statement dated 8/12/2022 clearly showing a total refund of $1897.46. There is a very clear discrepancy between the refund I received  and the refund your ******** Department stated I received. The difference is more than $4.39

  At this time I require an itemized statement from you showing the dollar amount that was refunded to me and the dates the refund was submitted.

  
  ***************************

  

  Business Response

  Date: 08/17/2022

  Hello,
  

  Thank you for reaching back out. We assure you that we take your concerns seriously. 
  

  Our ******** and Returns team has sent you an invoice. 
  

  We apologize for any inconvenience. 
  

  Thank you.
  

  
  

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17653056
  
  I am rejecting this response because:  the invoice was received and it clearly shows NorticTrack still owes me $24.71. I expect these funds to be credited to my credit card on file soon so that this BBB case can be closed. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/22/2022

  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 about this matter. They informed us that the $24.71 is the taxes on the *** fee is what we withheld and that's the difference. It will not be refunded. 
  

  We apologize for any inconvenience. 
  

  Thank you.
  

  
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill from them less than a year ago and it is still under warranty. My treadmill isn't working and after I have sent then several emails to their warranty support email they have refused to send a tech out to fix the issue. My case number is ********. This machine is $5000.00 and isn't working. They keep emailing me to to unplug and plug in the machine and that is not working. I have sent them videos and pictures and they still refuse to address the issue.

  

  Business Response

  Date: 08/02/2022

  Hello-

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

  
  In looking into your account today, we were able to order parts for you and set up a service order as well. Your part order is ICS9467145. You can track that at the link below:
  https://my.ifit.com/MC/s/order-tracking

  
  Your service order number is SO-*******. The technician will be scheduling an appointment with you once all parts have been delivered. 

  
  Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.

  
  Thank you 
  
  
  
  

   

• Initial Complaint

  Date:08/01/2022

  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 bought the ProForm ****i treadmill (Model PFTL13118, Serial No. ************** on 8/**/2020. It had an LCD screen for internet guided or manual workouts. The unit performed for a year with no problems. The first annual periodic maintenance was performed by ******************************) on 8/9/2021. The service tech installed a new software upgrade which added the new features, SmartAdjust and ActivePulse. No instructions were offered about the new features. . On 11/11/2021 I recorded a 40-minute manual workout. The next morning, 11/12/2021, I repeated the recorded workout. At 24 minutes into the routine the speed jumped from 3.5 mph to 10 mph and the elevation jumped from 2.5% elevation to 10%. The speed change was too rapid for me to react, so my feet went out from under me, and my face hit the fast-moving tread. The treadmill threw me into the closet doors behind the treadmill bending a frame mounted door holder. My wife heard the crash and found me crumpled and bleeding from my nose and skinned knees at the foot of the treadmill. I was treated at a local ER for a lacerated bridge of my nose and skinned knees. I had a ***** CAT scan to check for any brain bleeding or fractures. The radiology report confirmed a broken nose but no brain bleed. At home I called UTS to report the accident. UTS could not service the machine until I spoke to the manufacturer, iFIT. IFIT said iFIT legal would contact me within 30 days. An email from iFit legal came after waiting 29 days. They wanted all details of the incident, the treadmill and all medical information including costs incurred. iFit legal also stated I had to protect the scene of the incident, or it would prejudice their investigation.1/14/2022 sent the information to iFit legal. 4/4/2022 was informed that my file had been sent iFIT General Counsel for final review.4/27/2022 filed a complaint with Consumer product Safety Commission.8/1/2022 No response yet from iFIT

  

  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 delays with our Legal team. We completely understand where you are coming from on this matter.
  In looking into your account, we were able to escalate your form with our Legal team this morning. They confirmed you will be contacted today regarding an update. 
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
  Thank you
  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17651420
  
  I am rejecting this response because:I responded to their offer to replace or refund money for the treadmill and remove it from my home with additional requirements.  I also want a full refund for the Service contract of $259.99, a report of their investigation and confirmation of their expunging my personal and health data from their system.  I request that they send me whatever documentation I need to fill out and a timetable and amount I will be paid.  Also when and how the machine will be removed. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/22/2022

  Hello,
  

  Thank you for reaching back out. We assure you that we take your concerns seriously. 
  

  We are working on your case and in contact with ************** and waiting for an update. 
  

  Thank you.
  

  
  

  Customer Answer

  Date: 08/25/2022

   
  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.  However, I would still like to hear from iFIT concerning refunds for the treaddmill and service contract.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pro form hiit 14 elliptical on June 18, 2021 for $1830.67. I took out a loan from ******* by advant. I have paid ****** and still owe *******. I have had to get several repairs on it. I tried to return the item and they said I had to return it within 30 days. This item has not been reliable at all. Currently it is not working and I asked for a repair. They make repairs complicated you have to send videos of the machine. For the last repair they wanted me to remove the side panels and send them a video. I am not a handyman to be pulling this machine apart when it does not work. I should not have to constantly need repairs in order for this product to work.

  

  Business Response

  Date: 08/01/2022

  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 5/16/2021. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.
  The return policy states: If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.
  If you wish to read more about the return policy, you can do so at https://www.proform.com/privacy#return
  In looking into your account, we can see a technician has been out a few times to inspect your machine. If you are experiencing any issues with your machine, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue. If you do wish to continue with us, please explain the issues you are experiencing with your machine in as much detail as possible, and include any photos or videos of the issue as well.
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you
  
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The parts you sent were wrong, the treadmill still does not work. Is there any way you can just send out a new one? Please answer that question. I really do not want to wait another month to use the treadmill I purchased for $1800. Is this how you do business? I am tired of having this treadmill just take up space.

  

  Business Response

  Date: 07/29/2022

  Hi

  
  We spoke with our Billing and ****************** about exchanging your machine. They have informed us that they have gone ahead and processed an exchange  as of this morning (07/29/2022). Your new order number is 2283521 please allow 3-5 business days for processing and **** 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 you 

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17638239
  
  I am rejecting this response because:
  I am going to be busy during business hours over the next several months. Is there any way you can get this out by the weekend? Do you offer weekend pick up and delivery? If not I would not be available for delivery/pick up. Please let me know as this will affect whether or not I would be open to an exchange versus a return.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2022

  Hello,

  Thank you for reaching out.
  

  We do appreciate you taking the time to work with us.
  

  At this time, we do need to allow 3-5 business days for processing and **** 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 you
  

• Initial Complaint

  Date:07/27/2022

  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 purchased a NordicTrack treadmill direct from the company with "white glove" home delivery and set-up. The treadmill has not worked since it arrived. I have called, emailed and messaged the company's support, but have not received assistance and it is days at a time between their responses. I simply want a treadmill that works and credit for the iFit subscription I have not been able to use while the equipment has been inoperable.

  

  Business Response

  Date: 07/29/2022

  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 have reached out to our Billing and ****************** regarding your request and they have informed us that they are unable to process a exchange at this time. We will need to continue with parts and service. However, they have applied a credit to your account in the amount of $120 or your inconvienances. We apologize for all you have been through. 

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

  
  Thank you
  
  

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17632862
  
  I am rejecting this response because: clearly the author failed to understand the issue. Their service department has been non responsive and provided no assistance. The response to simply continue working with them does not help in any way and does not address anything.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/01/2022

  Hello,

  Thank you for reaching back out. We appreciate you taking the time to work with us.

  We sincerely apologize that your machine has not been fixed yet. Can you please describe the issues you are having with your machine in detail? Also provide a video of the machine issues.

  Can you also verify the model/serial number of the machine?

  Once we have this information, we can help you get your machine working!

  Thank you.
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17632862
  
  I am rejecting this response because: The response was a request for information provided, so there was nothing to accept.

  - Can you please describe the issues you are having with your machine in detail?

  There are three issues. First, the machine randomly stops in the middle of a workout. This is an abrupt stop of the treadmill that  has thrown me from the machine. The second is similar. The key is in place and untouched, but it will randomly stop stating the key was removed, then restart again as if the key had been replaced when nothing has actually been done with the key. Third, the tray and legs were damaged by the "white glove" installers when it was delivered and set up. The new legs were sent, nothing has been communicated about when the tray will be sent, and the legs won't be repaired until whenever iFit sends the other part as well.

  - Also provide a video of the machine issues.

  There is not an option to upload video to this response due to file type and size limits. I have provided the video to iFit and am aware it has been viewed by multiple people there. I simply have still not received a resolution.

  - Can you also verify the model/serial number of the machine?

  Model ********** / Ser # PP100C0034634

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/05/2022

  Hello,
  
  Thank you for reaching back out. We assure you that we take your concerns seriously.
  
  In looking into your account we see that a service order has been set up to have a technician come out to replace the parts. 
  
  Have you been contacted by the technician?
  
  Thank you.
  
  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17632862
  
  I am rejecting this response because: there was only a question, nothing to accept 

  I have not been contacted by a technician to fix the issue, nor have I received any parts or calls 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/09/2022

  Hello,
  

  Thank you for reaching back out. We assure you that we take your concerns seriously.  
  

  We have reached out to the service team to escalate the technician. You should be contacted by the technician as soon as possible. 
  

  For order ICS9464002, it shipped 8/3/22. It should be delivered today 8/9/22. Here is the tracking link. 
  

  https://wwwapps.ups.com/WebTracking/processInputRequest?loc=en_US&tracknum=1Z0841X60346469175&requester=ST/trackdetails
  

  For order ICS9460216, two of the parts shipped 7/22/22 and should have been delivered on 7/26/22. For the last part of that order we have just submitted a part resolution form to our part specialist. They will look into your order and see what we can do about getting the part out to you quicker. The form should get approved within the next 48 business hours. 

  Please let us know if you have any further questions. 
  

  Thank you. 
  

  
  

• Initial Complaint

  Date:07/27/2022

  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 NordicTrack elliptical for $2700.00 August of 2021. It stopped working in March of 2022. NordicTrack refused to come fix it even though I purchased a 3 year extended warranty. I filed a complaint with the BBB and NordicTrack came out to fix my machine. At the end of June, 2022, my machine stopped working again, the same part broke again. I called NordicTrack to return the machine but they won't do a return after 30 days. I had to order the new part again. This time the part is on back order so I haven't had use of my elliptical for over a month. I did file a complaint again with the BBB but you wrote back that since I didn't respond to you, you closed my case. I was unaware of anything I needed to respond to. Please help me, this machine is too expensive to just sit in my house broken.

  

  Business Response

  Date: 07/28/2022

  Hello-

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

  We have reached out to our parts department and they have confirmed that the parts are in the warehouse and are in the process of building and shipping them. Please allow 2-3 weeks for shipping. 

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT 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 machines warranty for the time that it has been down. Thank you. 
  
  

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

  
  Thank you
  
  

  Customer Answer

  Date: 07/28/2022

   
  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:07/26/2022

  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.

  My account was charged a year activation charge for a service I did not request or approve. I called the number for this company. They reversed the charges . A month later I receive a **** for 69 dollars for a late fee and service fee. I did not approve of any charges. When I called to dispute this I was transferred back and forth hung up on for over a hour and a half. Date for this original call was June 26 2022. Today's date for the follow up is July 26th 2022. I need this handled and dropped from my account. My account should be closed.

  

  Business Response

  Date: 07/27/2022

  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.

  After looking into your account today, the late fee was from TDBank the fiancing company. Because they are a 3rd party we are unable to refund any fees that were applied by them as we are seperate companies, You will need to contact ******* at ************ for further assistance. 

   

  Thank you

  
  

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17628909
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2022

  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 a $1,900 order on June 28, 2022 but did not receive the product. When I called customer service, they did not know why the item was not delivered and offered no further assistance. The delivery company (Non-stop delivery) did not respond to numerous phone calls.

  

  Business Response

  Date: 07/27/2022

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with delays in delivery. 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 machine purchase, which is currently still in progress. We are unable to release funds to refund you until the dispute is resolved.
  The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We can’t do anything with this account until the dispute has settled. 
  If you have any further questions, please call our Billing team at ###-###-####.
  Please keep in touch with your bank.
  Thank you
  
  

  Customer Answer

  Date: 08/06/2022

   
  
  Complaint: ********
  
  
  
  This is simply theft. 
  
  
  ***** **

  

  Business Response

  Date: 08/08/2022

  Hello-
  

  Thank you for reaching back out. We assure you that we take your concerns seriously. 
  

  We apologize for the inconvenience. 
  

  As we stated we are unable to do anything with the account until the dispute is resolved. 
  

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

  Please keep in touch with your bank.
  

  Thank you.