Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,173 total complaints in the last 3 years.
- 219 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:09/06/2024
Type: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.
iFit makes it difficult to cancel subscription. I believed I had already cancelled my subscription just to see it renew. The app is not responsive. This practice is deceptive.
I cancel my subscription not to renew on August 30, then I got billed an now it says my membership expires on September 30 (until they bill me again against my will).
Business Response
Date: 09/09/2024
Hi Saul,
Thank you for taking the time to address the issues you have encountered with your membership. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, I've gone ahead and issued you a refund. Please allow 3-5 business days for that to reflect your account. I have also cleared your payment method from your account to avoid further charges.
Thank you
Customer Answer
Date: 09/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22248088, and find that this resolution is satisfactory to me.
Sincerely,
Saul ViramontesInitial Complaint
Date:09/03/2024
Type: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 I fit app has frozen our treadmill and made it unusable. I have contacted the business and tried to troubleshoot it. Nothing has worked. They suggested I buy a new screen that they no longer sell or make. I told them it was a software issue since the actual screen seems to work fine. They were not able to and did not offer any help or resolution other than to purchase a new treadmill.Business Response
Date: 09/04/2024
Hi Erin,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We apologize that your console is no longer available they have stopped manufacturing it. That being said we would be happy to offer you a 20% discount on a new machine.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:08/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased and Financed a brand new Airglide 14i Elliptical directly through Nordictrack and utilized their financing program - March 2024
Full warranty on the exercise machine for 12 months.
Noise began 8/2/2024, was apparent it was a mechanical issue. I contacted the iFit warranty department, spoke with an agent regarding the issue. I was instructed to record video of the elliptical making the noise and to remove a part off the wheel housing to inspect for defects. I recorded video of both and emailed the videos back to the agent on 8/6, informing them that I had paid an additional fee through Nordictrack to have it assembled so I wasn't sure what parts to look for but I didn't notice anything obviously wrong inside the wheel housing. As of 8/13/24 I had no response. I called the warranty department again and spoke with a different agent who asked me to resend the email with the videos to him instead, so I did. He said that he would put in a ticket to have a technician come and diagnose the machine and order parts if necessary, in which another trip would be needed to perform repairs. The following day, 8/14/24, I received a voicemail from a third party, Northern Fitness Solutions, asking me to return the call and schedule a time to inspect the elliptical. That afternoon I returned the call but no one answered and I ended up leaving a message with all of my information letting them know that I was returning the earlier call. They never responded. I called the next day again and left another message requesting the same, but never received a callback. I called five other times over the remainder of the week with no response or return call. I contacted iFit again on 8/19/24 and spoke to a third agent and informed him of the trouble I was having. He said he would escalate my issue and request another call back from the technician. As of 8/23/24 I had no response. I called again on 8/23/24, spoke to a fourth agent who again escalated my issue, no response as of todayBusiness Response
Date: 08/29/2024
Hi Colleen,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
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 further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:08/22/2024
Type: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.
Bought a Nordic Track rower in 1/21 with IFIT console. I pay a yearly fee to use IFit on my rower. The company recently sent out a software update that causes that software to crash and not be usable on the rower. Call IT and after resetting and going over all of their fixes, I was told that if was not fixable. I would have to get a new console and they do not have any. My console works just fine. The software that I pay for from IFit is what is not working. This is an issue that they are aware of. I would like my money back for the IFit membership which I cannot use or a new console.Business Response
Date: 08/23/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we would be happy to offer you a prorated refund on the amount of time you have left on your ifit membership. Please go ahead and send us the email that your membership is located under.
Thank you
Initial Complaint
Date:08/22/2024
Type: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 had multiple repairs done on my treadmill and it got to the point it could not be fixed. Norditrack was sending technicians that live several states away to my house to fixed machine. I requested and escalated to customer service for a replacement and was advised my machine was not available. They offered me a replacement but all options were a downgrade to what we had with the screen. I was advised once new product line drop new machine would be sent. I never got a machine so I am requesting please send me commercial model X321i or X22i which is the closers to model to what I had asap as this has been a long delay. My phone number is ************ and I would like a manager to call me asap.Business Response
Date: 08/23/2024
Hi Travis,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, it appears that we have no record of the technician taking your machine, and no record of a proof of purchase needed to send a replacement. Please provide these documents so that we may look further into this for you.
Thank you
Customer Answer
Date: 08/23/2024
Complaint: 22177502
I am rejecting this response because:
Because I asked for manager to call me because your customer service team approved swap with a new unit could be found. I am asking again for a call back at ************ to try and resolve this today.
Sincerely,
****** *****Business Response
Date: 08/26/2024
Hi ******,
We apologize for the frustration, we strictly work through the BBB website for documetation purposes. Aftger discussing this with our leadership team, we are able to go ahead and process a replacment for this model. Please let us know if you would like to go ahead with the replacement.
********************************************************
Thank you
Customer Answer
Date: 08/28/2024
Complaint: 22177502
I am rejecting this response because: The main reason is this model is not equivalent or near the same features like 4.0 motor plus big TV screen and running board and incline to what we had. The closest model our X321i and X22i. Please switch to one of these. The model you selected is no where near to what we had and need.
Sincerely,
****** *****Business Response
Date: 08/29/2024
Hi ******,
We apologize for all that you have experienced. Without any documentation of he pick up the model provided would be the model we would be able to provide. If you prefer we can go ahead and refund the **** price of the unit and you can put that amount towards an incline trainer.
Please let us know which way you prefer to go. Thank you
Customer Answer
Date: 08/29/2024
Complaint: 22177502
I am rejecting this response because: I really hate this whole situation from the start. You company did not have a comparable model to what I had and your team took item along with multiple parts you guys ordered. We were fine with waiting for a new model because we wanted the unit we had with similar features. Now your tell me that you guys are offering the entry level model when ours was top of the line. I have asked for someone with your company to call me today to discuss this. I have asked multiple times to speak to someone. I dont know if we should just take the check from you guys and ask you guys to overnight it so I can just buy from somewhere else and go with a different brand. I dont want to do that because depends on how much guys send we could lose a ton of money on this machine. I also love the company products just hated your service contractors you were using in our area were absolutely horrible. Even with all the issues we are trying to stay loyal to the brand. I would really like someone to call me today or lets get something worked out today we need to bring this to a resolution today. My number is ************.
Sincerely,
****** *****Business Response
Date: 08/30/2024
Hi ******,
At this point we have reviewed your account and we have no documentation of us ever picking up his machine and it was never the process for a technician to go out and take machines it would of been a delivery team. At this point we would need a proof of purchase to continue with a refund or you can take the machine we offered at no cost or you have the option to upgrade to a commercial 2450 and pay a upgrade fee of $600 plus tax . This will be the only exception I can make without having at least a bank statement.
Thank you
Customer Answer
Date: 09/04/2024
Complaint: 22177502
I am rejecting this response because: We have had time to figure out the best possible option is to select the X22i and pay the $600 to upgrade to it with monthly payments. We don’t want to downgrade on what we had and I think that is the best solution to get us a machine asap to our home. We don’t won’t to spend even more money but we need the machine that will work for us. Please figure out the best possible way to make this happen over time with payments. Please reach out via phone call or message us as soon as possible.
Sincerely,
Travis MosbyBusiness Response
Date: 09/06/2024
Hello Travis,
In order to move forward with a resolution we need some type of proof of purchase or a bank statement. We can do the original machine we offered at no cost as a option in order to take care of you. However where we have no documentation of ever removing the machine from your home and no proof of purchase our options we have given you are fair since this is outside our normal procedure. If you would like to upgrade to the commercial machine you will be subject to a $600 upgrade fee that will have to be paid in full. Financing is not an option on a upgrade fee. At this point the incline trainer is not a option without paying additional upgrade fees and proving a valid proof of purchase or a bank statement.
Thank you
Customer Answer
Date: 09/24/2024
Complaint: 22177502
I am rejecting this response because:Thank you for your response. In hopes of finding an agreed upon solution to this issue we would like to see about switching to a different equipment option with your company. In a good compromise I would propose we switch to this bike unit as a replacement to resolve the issue. The NordicTrack bike model is S27i Studio Bike or S22i which is currently on saIe. I would agreed to accept this as a replacement option to be shipped to me and I will buy a new treadmill from another retailer to bring the matter to a close. Please contact me via phone or email today. My number is ************.
Sincerely,
****** *****Business Response
Date: 09/25/2024
Hello ******,
In order to move forward with a resolution we need some type of proof of purchase or a bank statement. We can do the original machine we offered at no cost as a option in order to take care of you. However where we have no documentation of ever removing the machine from your home and no proof of purchase our options we have given you are fair since this is outside our normal procedure.Thank you
Customer Answer
Date: 09/26/2024
Complaint: 22177502
I am rejecting this response because:
You guys advised back then that you had no machine with the screen sizes we were looking for that was like ours. We ask for the same machine back then I would gladly take the same machine we had back then. You guys don't make it anymore. You have offered to get us a new machine at a lower value and cost to swap. We have agreed to let you guys provide us a machine of lower value and I have given you guys options that are the same dollar park of what your offering us. It is time for manager or leadership with your company to call me to try and get this resolved. We need help with this. We are pending over backwards trying to resolve this and you guys are not. We had receipt for this item back then and a ton of parts for this machine that tech took back as well. We need you to step up to resolve this now.
Sincerely,
****** *****Customer Answer
Date: 09/27/2024
The business is requesting documentation for purchase. I had previous given the business the documentation when they did repairs and when they picked up the old machine. They advised they noted my file that when a machine was comparable to what we had they we would call in and they would order it. Apparently ifit has changed its swap process and has lost records. We do not have the old receipt we cannot find it we gave it to this company some time ago and now they cannot locate it. That is why they did several repaid and order parts for it. Once they determine they could not fix it and did not have a machine like what we had they removed the machine and parts. We were instructed our file would be notated. The companies bought it from back then went out of bussiness in our area and this was a cash purchase. They are aware of this. They are just playing games I am trying to be fair to find a simple comprise to resolve this and I have offered one that should be more than acceptable to this business. I have also asked for a manager to call me with this company to discuss this in detail. They would have never came out to fixed the machine and order parts if they did not have a copy of the receipt unfortunately the email from my prior company I don't have access to old correspondence with the copy and image of the receipts. They had them back then or they would have never attempted multiple fixed and repairs and were advised they were going to notate are account to keep on file. I need a manager for that company to call me to try to get this resolved asap.Customer Answer
Date: 10/24/2024
Complaint: 22177502
I am rejecting this response because:Please reopen complaint. They found proof of purchase and were supposed to be sending a check to resolve issue. As of the date no check has been received. I've sent emails to the manager asking for an update on check and no response please reopen the complaint so this issue can be escalated and finally get resolved Yes about two weeks ago now. They were supposed to be sending me a check for $1500. I ask them to overnight payment they said it was not possible. They did say they would rush it through finance. I have not heard anything back from the manager named Treona Bingham is who I spoke with. I have a copy of the receipt. I need the case reopened so they can honor what they told us. This has been going on way too long.
Sincerely,
****** *****Business Response
Date: 10/25/2024
Hi ******,
Thank you for reaching out, we have contacted our ****************** and have confirmed that your payment processing, as of today 10/25 it is a 60 day turnaround time. Please allow 30 days to receive your refund, We apologize for the delay and can assure you our team is working diligently to get this out as soon as possible.
Thank you
Customer Answer
Date: 10/25/2024
Complaint: 22177502
I am rejecting this response because: I really appreciate you guys responding to me so quickly. My concern is we spoke almost 2 weeks ago about this and my wife is waiting to purchase another machine is there no way to expedite this refund so we're not starting from today's date. I appreciate any help you guys can give to bring this matter to a quick resolution. My understanding this refund was submitted almost 2 weeks ago so any help you can give is greatly appreciated.
Sincerely,
****** *****Business Response
Date: 10/28/2024
Hi ******,
Thank you for reaching out, we have let our billing department know of your concern, so they are aware. We cannot promise it will come sooner, however we have escalated this with them. They have a process they have to go through to cut checks and we appreciate your patience. They have assured us they will get it done as quickly as possible for you.
Customer Answer
Date: 10/28/2024
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. Thank you for reaching back out to me and trying to expedite this matter to bring it to a close. As long as check comes in soon we can consider this matter closed pending check to be deilvered to me.
Sincerely,
****** *****Customer Answer
Date: 11/26/2024
Complaint: 22177502
I am rejecting this response because:Please reopen I still have not received a check. Can they please overnight it!!
Sincerely,
****** *****Business Response
Date: 11/29/2024
Hi ******,
We apologize for the delay, your check is scheduled to go out at the first of next week, there are certain processes we need to allow, we apologize for the delay. please let us know if you have any questions.
Thank you
Initial Complaint
Date:08/19/2024
Type: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.
Bought a treadmill and it has never come on i keep calling the supposed service number *********** and am never connected to a service person i have literally spent a whole hour on hold only to be disconnected then the recording says i can submit a service request on my.ifit.com but there is no selection on that site then the automated bot says they will get a service *** to contact me and they never do this has been going on for 3 months.Business Response
Date: 08/20/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
I'm happy to help you, can you please give us more details on what's going on with your machine so that we may assist you better?
Thank you
Initial Complaint
Date:08/14/2024
Type: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 2450 treadmill on December 14, 2022. The device has experienced more than one issue. The latest occurred in May 2024. The device has a persistent repetitive squeaking when in motion. Being that my treadmill is still under warranty and has been routinely maintenanced, I contacted iFit support via email to resolve said issue. My first than was on June 13, 2024. I've communicated back and forth via email since. Unfortunately, support has ceased all communication since July 4, 2024. Since then, I've sent 6 separate emails with zero response. I've attempted to contact their support via phone. However, the wait times are so outrageously long, I'm not able to speak to anyone.I'm reaching out to the BBB in an attempt to remedy my issue. I'm hoping this submission will yield a response (and hopefully resolution) from the iFit team.Business Response
Date: 08/14/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account I have gone ahead and order the new belly pan for you as well as ordered a one time courtesy tech to come out and install the part for you. I've also gone ahead and added 3 month of IFIT membership for all the trouble you have had in getting this issue resolved. We truly apologize. Your order number for the part is ICS9923107. You may track it once it ships at www.ifit.com please allow 7-10 business days for shipping. Once the part arrives the tech will be notified and will be reaching out to you directly for scheduling.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 08/14/2024
Complaint: 22139418Thank you for your prompt response! If the ************************ was half as proficient, this escalation wouldn't be required. Nevertheless, your attentiveness is greatly appreciated.
I am rejecting this response to ensure the secure communication is still available while the repair is in progress.
Please email me directly using the email associated with my support request. Afterwards, reply to this communication and I will close the BBB case. I trust that having an escalation POC will yield favorable results and in turn bring my machine back to 100%
Looking forward to your response,
*****************
Business Response
Date: 08/15/2024
Hi ***,
I have gone ahead and sent you an email. It will be coming from ***************************************** Thank you!
Customer Answer
Date: 08/16/2024
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:08/07/2024
Type: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 own a Nordic Track/iFit rower and a S22i exercise bike. Both had software updates pushed to the machines this week (8-5-2024). The rower updated fine. The bike screen turned black halfway through the update and will not turn back on. I contacted customer support on 8-7-2024 and they said that since I did not buy an extended warranty that I would have to pay for a technician to come to my house as well as pay for replacement parts. Given previous class actions lawsuits on this exact topic its odd they are telling me to pay for this when they pushed a software update that broke the machine. They offered 10% off after I stated that paying for this fix due to their SW push was unacceptable. Nordic track needs to repair or replace whatever is required since they turned the bike into a paperweight.Business Response
Date: 08/08/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and issued you a one time courtesy technician to come out and diganose your machine. Your service order number is SO-2904970. Please allow 3-5 business days for the tech to reach out to you for scheduling.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:08/02/2024
Type: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 been through multiple major overhauls to my treadmill since receiving in Jan of 2024. After asking multiple times to just receive a refund and clear up this issue they have become very unsupportive with seeking resolution. I understand their return policy is 30 days but if the product continues to fail beyond a reasonable time frame, I don't understand how they can continue to stand behind that terrible return policy.Business Response
Date: 08/02/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We apologize you for everything you have been through, we are happy to get your case sent over to our product resolutions team, first we need to gather a few photos required to do so. Can you please provide, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Once we have these we will be able to get this info sent over to them for review. Thank you
Initial Complaint
Date:07/27/2024
Type: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.
Dear NordicTrack Executive Office,I am writing to my deep dissatisfaction with the service I have received from the NordicTrack service department regarding a dangerous issue with my treadmill. This situation has escalated to a point where immediate intervention is necessary.Despite my many attempts to resolve this matter through the appropriate channels, I feel as though I've been misled and lied to throughout the process. I reported the hazardous condition of my treadmill through the portal, and since my daughter had an accident while using it, I prioritized resolving this issue. However, instead of receiving the help I needed, I have experienced significant delays and a lack of effective communication from staff members.I was informed that all calls are recorded and will be reviewed, yet my requests for escalation to the executive office have gone unaddressed. I specifically asked for assistance, but ****, the supervisor for the morning staff, has refused to provide any support and seems to lack the necessary communication skills to address my concerns adequately. ******** is also aware of the situation and can corroborate my experience.At this point, I have invested a considerable amount of time emailing and calling, only to find myself in a frustrating cycle without resolution. The safety of my family is my utmost priority, and I urgently need your assistance in rectifying this situation.I appreciate your attention to this matter and look forward to a prompt response. Thank you for your understanding and supportBusiness Response
Date: 07/29/2024
Hi Raza,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
Could you please send us a photo of your model and serial number tag off your unit? This will help us determin the next steps. Thank you
Customer Answer
Date: 07/29/2024
Complaint: 22054425
I am rejecting this response because all the information has been provided to *********************** and he refuses to communicate and escalate our issues. He is in the service department. ***************************** is also aware of the situation. This treadmill has been dangerous and this on-going issue has not been resolved. Are you able to share your email address so I can forward you emails and also located the photos you are requesting and email them to you.
Sincerely,
***********Business Response
Date: 07/30/2024
Hi Raza,
Yes, please send them to us at ************************ Please include your BBB claim number in the subject line. Thank you so much
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