Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,484 total complaints in the last 3 years.
- 257 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:03/07/2025
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.
Our ifit membership was originally activated when we bought a Nordic Track stationary bike. Our credit card is on file and our membership automatically renewed. When I received notice of this $423.72 charge I attempted over ten times to cancel, request a full refund and delete my credit card and account. We no longer use our Nordic Track. I have contacted them on: 1/27/25, 2/9/25 Case ******** was opened.On Feb 14 I received an email from ifit support labeled refund ref:!00Dj00JnBt.!500Hq01kNNJ1:ref asking to verify my email and asked if I would like to get text updates. I responded that ********************* was correct.March 4 I received an offer for a lower price package. I responded March 5 that I wanted a full refund by March 10 or I was contacting the BBB. No response On a separate ticket number this happened:On Feb 27 Ref:!00Dj00JnBt.!500Hq01l8V5S:ref email was sent asking if they could offer us a deal. Feb 28 I responded no that I wanted a full refund because we dont use.March 5 I emailed again and said if I dont have a refund by March 10 I was contacting the BBB March 6 ifit support with this open ticket said it looks like we have already been assisted.March 6 I responded how have they assisted?I am getting the run around. There is no where on their website that you can cancel your membership or delete your credit card information. This is horrible service, very expensive and extremely hard to cancel,
Business Response
Date: 03/10/2025
Hi ***,
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 was able to go ahead ad issue you a refund. A full refund has bee processed please allow 3-5 business days for the funds to appear in your account.
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: 03/10/2025
Complaint: 23034162
Thank you for issuing the full refund.
I am rejecting this response because:
On your website it still shows that we have an active membership until January 2026 and you still have my credit card information.
Please confirm my membership has been cancelled and please delete my credit card. I dont want to go thru this again next January.
Sincerely,
***** *******Business Response
Date: 03/11/2025
Hi *****, it will take a moment to deactivate once a refund has been made. I've erased your payment method off your accountCustomer Answer
Date: 03/14/2025
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 your help and swift action.
Sincerely,
***** *******Initial Complaint
Date:03/06/2025
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 bought and received Nordictrack treadmill 2450 On Jan 8th, 2025. So far my family and I haven't been able to use this $3,000 treadmill due to safety concerns as it stop abruptly doing a jog or running. I have been able to use it 3 times before it started having issues. It has become a safety issue as anyone can trip or fall while exercise. I reach out to customer service they indeed send out a tech. The tech stated the belt and a few parts needed to be replaced. Keep in mind i only have had this machine for a few weeks before when it started having issues. I was still on under a month when i reach out on February 7th to return the machine. As nordic doesnt want to lose money they instead send out a tech. then send him out to install the new parts on Feb 21st. He installed the new parts still had the same issue. I have contacted customer service they just go around trying to send out techs to look at the machine. I have at least requested to get the restocking fee waive I'll pay the return fee at this point. They aren't being very helpful even with that request. There is alot of complaints regarding this machine on reddit that it keeps breaking down and they are having issues with the product and customer service.Business Response
Date: 03/07/2025
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 and account history, the tech states that the machine was working to manufacturer's specs upon leaving. We are sorry this issue has retured, however I do need to few more questions answered so that we can issue you a refund with out fee's applicable. Could you please attach a video of the controller lights? also if the console freezes or if it's just the belt that stops.
Thank you, we hope to hear from you soon.
Thank you
Initial Complaint
Date:02/27/2025
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 am filing a complaint against NordicTrack/iFIT for failing to honor their 10-year frame warranty on my NordicTrack Commercial X32i Incline Trainer (Model ********). Transaction Details: Purchase Date: December 10, 2022 Delivered On: December 20, 2022 Retailer: Best Buy (Order #: ******************) Total Paid: $3,194.78 Nature of the Dispute: The treadmill’s structural Base has broken, but NordicTrack refuses to cover it under the 10-year Frame warranty, claiming it is not part of the Frame. Why This Denial is Unfair: The Base is a structural component—it supports the Uprights and entire treadmill frame. The broken part is welded and not a separate part of the frame. Nowhere in the warranty does NordicTrack exclude the Base from the Frame warranty. No written proof has been provided to confirm this exclusion. Other brands include the Base as part of the Frame warranty, making NordicTrack’s stance deceptive. The rep tried to tell me that the part that was broken was part 78 and 75 at first and that's why the claim was denied. While those parts did come off as a result of the base/frame breaking, it what not the issue. They then put me on hold to talk to a supervisor and came up with a new reason for the denial claiming it was the base and not part of the frame. Other consumers have reported the same issue with part # 74 (base) breaking where the axle connects creating an immediate safety hazard and potential issue with recalls considering this is a common occurrence. They referred me to the BBB since they encountered the same problem on the same treadmill model. Attempts to Resolve: I contacted NordicTrack, but they denied coverage and refused to provide written proof that the Base is excluded. Resolution Requested: NordicTrack must honor its 10-year Frame warranty and replace the Base. If they refuse, they must provide an official written policy excluding the Base from coverage. I appreciate your help in resolving this matter.Business Response
Date: 02/28/2025
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 have been through this, after looking at your case and the photos submitted, we ask that we receive one more photo so that we can see the whole machine. Please provide a photo of the full machine so we can see the deck. Once we get the requested photo we are happy to look into what options we have available to get this resolved for you.
We look forward to hearing from you.
Thank you
Business Response
Date: 03/04/2025
Hi *****,
Thank you, we've submitted that request. Your order number is ***********. Once the base has shipped you will be notified via emaiil with the tracking info. Please let us know if you have any further questions.
Thank you
Customer Answer
Date: 03/04/2025
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:02/27/2025
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 an elliptical from Nordictrack and iFit on June 30th, 2024. Ever since receiving the machine the console displays extremely slow loading speeds, that just continue to worsen with time. I contacted customer service for ********************** to get help replacing the console starting February 12th 2025, and have performed all of their troubleshooting and methods to try and remedy the problem with no results. Everytime I ask for help getting a replacement console, they deflect blame onto my **************** provider. Even though I upgraded my modem, router and wi fi extender, the problem with the elliptical remains. I would like help in getting them to either repair or replace the current console that doesn't function or replace the elliptical. I paid a large sum of money for a piece of equipment that doesn't work properly and that is still under warranty with them. I am being refused a real solution. They continuously refuse service and repeat the same useless instructions rather than fix the problem at hand.Business Response
Date: 02/28/2025
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 ordered you a new console. Your order number is ICS10008936 please allow 7-10 business days for shipping.
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: 03/01/2025
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:02/25/2025
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.
Problem Description: On September 30th, 2023, I purchased a pair of iSelect Smart Dumbbells from a retailer called Northern Fitness (Order Number: *****). Due to a recall on these smart dumbbells, I followed the instructions provided by iFit and returned the product on May 4th, 2024, as requested. iFit informed me that I would receive a refund by check through the mail after returning the dumbbells. However, as of today, February 25th, 2025, I have not received the promised refund. Despite multiple attempts to resolve this issue directly with iFit, including reaching out for updates, I have not received my refund or any confirmation of when it will be sent. Nature of the Dispute: I am disputing iFit’s failure to fulfill their commitment to provide a refund for the recalled product. This is not about buyer’s remorse or any pricing issues. I am simply seeking the refund that was promised to me. Resolution Sought: I would like iFit to honor their promise and provide me with the refund for the returned iSelect Smart Dumbbells as soon as possible.Business Response
Date: 02/26/2025
Hi ******,
Thank you for taking the time to address the issues you have encountered with your refund. 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 looking into your case, we can confirm that as of 2/10 you have been reissued a refund due to a error on our end. Our accounts payable is diligently working on this to get it out to you as soon as possible. We apologize for all you have been through.
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 youBusiness Response
Date: 02/26/2025
Hi ******,
Thank you for taking the time to address the issues you have encountered with your refund. 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 looking into your case, we can confirm that as of 2/10 you have been reissued a refund due to a error on our end. Our accounts payable is diligently working on this to get it out to you as soon as possible. We apologize for all you have been through.
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 youBusiness Response
Date: 02/28/2025
Hi ******,
We are happy to keep this open until you get confirmation. Thank you
Business Response
Date: 02/28/2025
Hi ******,
We are happy to keep this open until you get confirmation. Thank you
Customer Answer
Date: 03/07/2025
Better Business Bureau:
I have received the cheque in the mail today, and I consider this matter resolved. Thank you to the BBB for facilitating the process.
Sincerely,
****** ******Customer Answer
Date: 03/07/2025
Better Business Bureau:
I have received the cheque in the mail today, and I consider this matter resolved. Thank you to the BBB for facilitating the process.
Sincerely,
****** ******Initial Complaint
Date:02/24/2025
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.
We purchased an iFit treadmill 2 years ago and pay a monthly subscription to the program. The treadmill worked great, then approximately 4 weeks ago, the iFit program automatically updated the software to the 2.0 version. Since then, the screen just spools and we are not able to operate the machine. This is not due to user error. The update was done by iFit, not by us, and now the console does not work. I tried multiple times to get assistance in troubleshooting. On a call today, they had me use a paperclip to hit the reset button. I kept telling the agent that the paperclip is just going in the console and there is no button or resistance. She said keep pushing it further. I told her if I do that, the paperclip will fall into the body of the console. She assured me it wouldn't and to keep doing it. I did and the paperclip went all the way through and now is inside the computer console. The agent kept telling me since the machine is out of warranty, there is nothing I can do but buy a new console. I talked to a supervisor and they said the same. But the reason the console does not work has to do with iFit and their update, not anything we did or didn't do. It is horrible business and wrong to have a machine that costs thousands of dollars and requires a monthly subscription to break due to the company's program, then ask the customer to spend another $700 for a new product? I feel like this is a scam. I googled and it looks like there have been lawsuits for similar software issues. I just want to use my machine again. I don't want to keep paying for something that I don't trust won't break again in a year.Business Response
Date: 02/26/2025
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 replacement console. Your order number is ***********. Please allow 7-10 business days for processing and shipping.
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:02/24/2025
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 Nordic Track x22i treadmill on July 15,2021 order ********* Product ***********. Also bought extended service plan Agreement ******** First bad interaction was delivery. The delivery man ripped me off and suggested $200 cash payment for setup. Now ongoing defective product - constantly breaks , needs recalibration daily, elevation goes down when pressing up, fan doesn’t work and active adjustment to heart rate defective. I’ve called both ifit and service center for help and no response. I have been ripped off and need a non defective product or refund.Business Response
Date: 02/25/2025
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 looking into your case, it does appear that parts and service have been arraged for your machine. We need to allow the tech to inspect your machine and install the parts ordered. If you are still experiencing issue upon completetion please let us know so we can look further into this for you.
Thank you
Initial Complaint
Date:02/21/2025
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.
Unauthorized charge of a credit card. Service for subscription terminated by me, the consumer, IFIT continues to charge card. Discover Card recommended I file a complaint. Case #******** with IFITBusiness Response
Date: 02/24/2025
Hello *****,
Thank you for taking the time to address the issues you have encountered with your IFIT 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.
We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds 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 cant do anything with this account until the dispute has settled. This will take 120 days before the refund may be processed.
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:02/19/2025
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.
Model #: *********** Serial #: ************* Request # ******** Ordered bike on 10/26 Received bike 12/13 x24 Bike broke 1/13 2/19 no resolution **Problems:** * * **Incline buttons:** No response from either the screen or buttons on the handles. * * **Resistance buttons:** No response from either the screen or buttons on the handles. * * **Calibrate :** No response when performing calibration * * **Data displays:** No data displays in the information bar at the top of the screen (RPM, WATTS, CALORIES, etc.). * * **Request ********:** iFit sent a new control board. The repair person replaced the board on February 3rd, but the incline, resistance, and information bar functions remain disabled. * **Request ********:** iFit sent a wiring kit and a reed switch. The repair person replaced the parts on February 18th, but the incline, resistance, and information bar functions remain disabled. * **Request ********:** The issue has been resolved. I can now log in after forcing the bike to use 2.4 GHz. This expensive bike was functional for only one month before it malfunctioned as the 30-day return period expired. Given that the bike is a new model with multiple replacements of new parts, its continued inability to function is unacceptable. This raises concerns about its durability for the next five to ten years. If iFITunwilling to accept the return, my next course of action will be to contact my credit card company and an attorney.Business Response
Date: 02/19/2025
Hello *******,
Thank you for taking the time to address the issues you have encountered with your X24 Bike. 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.With the information you provided, we confirmed that the machine is no longer eligible for a return due to you being outside of the 30 day return policy. Your 30 day return policy has expired as we did not hear from you regarding a refund or return within the first 30 days. With this information, you are not eligible for a return 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 **************** to further review if you would like.You do have manufacture warranty and have the opportunity to purchase an extended warranty plan as long as the manufacture labor and parts warranty is still active. You can contact UTS who handles the extended warranty to purchase and go over the terms if you do decide to purchase a plan, they can be reached at ###-###-#### or [email protected] Monday through Friday 7am - 5pm MST.
The manufacture warranty is as follows:
The frame is warranted for ten (10) years from the date that you receive this product.
Parts are warranted for two (2) years. The tablet and labor are warranted for one (1) year.
I have gone ahead and added 3 months of iFit membership time on your membership for the inconvenience this has caused.
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!
Customer Answer
Date: 02/20/2025
Complaint: ********Subject: Re: Request #******** - Unacceptable Resolution for Defective X24 Bike
Dear Escalations Team,
Thank you for your response regarding my X24 Bike (Model #: ***********, Serial #* *************). However, I reject your position that I am ineligible for a refund based solely on your 30-day return policy. The bike failed on January 13th, just one day after the return period expired, and despite two repair attempts—replacing the control board on February 3rd and the wiring kit and reed switch on February 18th—the incline, resistance, and information bar functions remain disabled. Your inability to restore this expensive product to working condition after multiple interventions is unacceptable, and a full refund is the only remedy I will accept.
Your return policy does not override my legal rights under Alabama law. Under the Alabama Uniform Commercial Code, specifically Ala. Code § 7-2-314, the implied warranty of merchantability guarantees that goods must be fit for their ordinary purpose at the time of sale. This bike, which malfunctioned after only one month of use, clearly fails that standard. The defect, manifesting just 31 days after receipt on December 13th, was likely present at purchase, and your repeated failure to repair it—despite sending new parts—demonstrates a substantial impairment of its value, as outlined in Ala. Code § 7-2-608. This section allows me to revoke acceptance when a defect significantly undermines the product’s utility, which is precisely the case here.
Your response suggests I rely on the manufacturer’s warranty, yet two repair attempts under that warranty have failed, leaving me with a non-functional product. Offering three months of iFit membership does not address the core issue: I purchased a bike, not a subscription, and it cannot perform its basic functions. Alabama law does not limit my remedies to repairs that don’t work; under Ala. Code § 7-2-714, I am entitled to damages or a refund for a breach of warranty, especially given your inability to resolve the defect.
This bike was a significant investment, and its failure after just 31 days—compounded by your unsuccessful repairs—raises serious doubts about its quality and durability, as I noted in my initial message. Your 30-day return policy is a contractual term, but it does not absolve you of statutory obligations under Alabama law. Unless you provide a full refund, I will proceed with a chargeback through my credit card company and consult an attorney to enforce my rights, potentially under the Alabama Deceptive Trade Practices Act (Ala. Code § 8-19-1 et seq.), if your refusal to remedy this situation constitutes an unfair practice.
I expect a full refund for the purchase price, without deduction for shipping or restocking fees, given the product’s defective state from the outset. Please respond within 5 days to confirm this resolution. You may reach me at ********************** to arrange the return and refund process.
Sincerely,
******* *******Business Response
Date: 02/21/2025
Hello ******,
Thank you for taking the time to address the issues you have encountered with your X24 Bike. 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 were able to process the return and refund of your machine (order **********) for the total amount of $ $2,518.89 (reference number ******** & ********). You should see this reflected on your end in 30 days or less. Your iFit member has been canceled and you can dispose of the heart rate monitor.
Our carrier will reach out to schedule return pick up within 7-10 business days. The carrier is contracted to enter the home, disassemble, and remove the machine. Please advise the refund will be withheld until the unit is returned to our facility.
However, if you would like to take pictures of the machine being loaded onto the truck, and email those to [email protected], we can release the refund early. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
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: 02/24/2025
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:02/17/2025
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.
Ordered a Nordic track treadmill less than two years ago and the deck of the treadmill has already broken. The treadmill was over $1400 and I have never had issues like this before with a treadmill. I ordered it from a certified seller of Nordic track sports and fitness exchange. I simply want the treadmill fixed or repairedBusiness Response
Date: 02/18/2025
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 it does appear that your machine is no longer covered under the MFG warranty. Becuase your machine is no longer covered under warranty we would like to offer you a 10% off the part needed.
Please let us know if you would like this offer and we will proceed with the replacment of the walking deck.
Customer Answer
Date: 02/18/2025
Complaint: ********
I am rejecting this response because:
This is a product of theirs and should not break this soon. I’ve only had it for two years i am very disappointed.
Sincerely,
**** ******
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