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

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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:12/28/2023

  Type:Customer Service 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.

  NordicTrack does not list an address. I purchased equipment on line via their website. NordicTrack.com

  the sales phone number is

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

  I have called in complaints to Nordic Track so they will have those as references - the latest being 12/21-22/2023

  Thank you

   

   

  Customer Answer

  Date: 12/28/2023

  I purchased a VR-21 recumbent bike from NordicTrack via their website in 1stQ of 2021. In 1stQ2023, with less than 80 hours of ride time, the equipment broke - not sure what is wrong, but resistance doesnt work. THE EQUIPMENT IS OUT OF FACTORY WARRANTY. When I contacted NordicTrack, I was informed there was no technician in the area and even if I diagnosed the problem, bad wire, motor, etc - that they would be unable to sell me the part. I put this away until recently - with the weather turning colder, would like the bike to work. Again, when calling NT, I was informed they couldnt provide a tech. They not in the area.I am left with an exercise piece of equipment, that is non-functional. It had very little wear and tear as it was solely used by myself to supplement other workouts. I spent approximately $1200-1500 on the equipment and have been unable to escalate issue within ****** seems like their off shore customer service organization has no lever for escalating issue. I am hopeful you may have some suggestion on a next step. Given what I have encountered, I do not believe NT should be able to do business in **. Please advise and thank you I truly prefer a repair, however given what I have encountered with NT- I actually would prefer a refund. Again, I know it is out of warranty, however a piece of equipment that cost as much as it did and with such soft use - should not falter as it has and if I does, the company should provide a technical support solution. Sincerely ****

  

  Business Response

  Date: 12/29/2023

  Hi ****, 

  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. 

  After reviewing your account we are able to offer you a once time courtsey reimbursement of up to $250 to hire a tech of your choice since we do not have one in your area. We apolgoize for all you have bee through. Once the service has been done please send us a copy of your receipt so that we may submit that reimbursement on your behalf. 

  Please let us know if you have any additional questions. 

  Thank you 
  
  

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21046614
  
  I am rejecting this response because:
  While it sounds nice that I can find a tech to work on the equipment and you will reimburse up to $250, THE VERY ISSUE IS THERE AREN'T ANY TECHNICIANS IN THIS AREA! You have done nothing to help resolve.

  When I first logged this issue in the 1stQ of 2023- check your records, my equipment was just at 2 years of age  It only has maybe 50 hours of ride time - maybe.  I was the sole user.

  I want a full refund credited to my credit card or a new piece of equipment sent.  There is no way, that a piece of equipment with 50 hours or less should have ANY issues.  Secondly, you have no business selling in **, if there are no techs to service equipment!!

  Thank you

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

  

  Business Response

  Date: 01/03/2024

  Hi ****, 

  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. Thank you for taking the time to address the issues you have encountered with your machine name. We appreciate your valuable feedback as we work to improve our services!  

  After careful consideration we regret to inform you that we are unable to issue a refund at this time. Our records indicate that the first point of contact was outside the manufacturer's warranty time frame. We are happy to do some troubleshooting with you to find  the issue with your machine we would be happy to send parts as a one time courtsey and helpful how to videos for install. 

  Please let us know if you have any questions. Thank you 

   

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21046614
  
  I am rejecting this response because:
  I have located a technician in the greater area of Hurricane. I am in the process of getting in touch with him to set an appointment to work on my brand new VR-21 bike. 
  

  His rates are ******* for service call and 85/hr. Depending on what he finds, there will be a part fee.
  

  What I would like is for you to cover labor and parts. I say this blindly bc I have no clue what your part costs are, but will state again, this piece of equipment SHOULD NOT BE EXPERIENCING ANY ISSUES DUE TO ITS LIGHT USE- less than 50 hours.   Given his fees, I will hit $250 with just service call and 1 hour fix time.

  You state you cant help bc it is out of warranty- which is a wall you stand behind without acknowledging the **** that it only has 50 hours on it.  Should your equipment break after 50 hours??? I think not, but so it goes in the 21st century lack of customer experience. 

   I am unable to ask him to come into my house and wont be able to do so until after 1.19.2024 due to illness and quarantine. 
  

  Had I known that Nordic Track was this difficult to deal with- I had to go to BBB to get any type of response - I simply wouldnt have purchased.  Feel free to call me so we can resolve in a ************** - I would exactly call this stellar customer support.

  Bottom line - I spent about **** dollars and have no choice but to try to fix equipment. 
  
  Sincerely,
  
  *****************

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

  

  Business Response

  Date: 01/12/2024

  Hi ****, 

  
  Thank you for reaching back out to us! I'm so happy you were able to find a tech in your area, we are happy to offer the reimbursement up to $250 for the diagostics call and any parts that are needed. Please send us a list of parts that are needed if any once your diagnostics call has been completed and we can get those sent to you free of charge. 

  
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
  Thank you.

  Customer Answer

  Date: 01/18/2024

   
  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 the offer to cover the costs associated with diagnostics and parts for the ***21 equipment. 
  

  I assume I will need to submit the invoice for diagnostic call and parts - how do I do that?  Please advise
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/28/2023

  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.

  Purchased Tredmill Christmas 2022 & supposed to get 1 year membership with ifit with purchase.. charged monthly without my knowledge for whole year. Called to obtain xredit & ifit would only credit 6 months. FALSE advertising. Promised FREE & charged $41.34. for 12 months.. request full credit for promised I year FREE!

  

  Business Response

  Date: 12/28/2023

  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 registered machine, logged calls and part orders. Please respond with these requested items so that we may assist you better: 

  Model Number: 
  Version: 
  Where Purchased: 
  Date Purchased: 
  
  

  Thank you 

  Customer Answer

  Date: 12/30/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The issue is not with the machine I purchased. 
  The machine came with a one year FREE ifit membership … I was charged monthly for this “free” service.. 

  I called iFit & they credited me July to December …

  I am seeking FULL refund as it was FRER for one year!!!

  I am asking for credit to my credit card for January to June 2023z

  i was billed $41.34 per month ..still seeking $248.04 credit for those 6 months . They falsely advertised FREE out membership for one year with the purchase of the equipment (Tredmill).. never got free anything.. billed every month x 12months … false advertising 

  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 01/02/2024

  Hi ****, 

  I apologize for the confusion, we need the requested infomation so that we may locate your charges and look them over. Please provide the reqested infomation so we may continue to assist. 

  Thank you 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21064474
  
  I am rejecting this response because:Good evening

  It is NOT an issue with the machine purchased

  The issue is the machine came with a card/activatin case for ONE YEAR FREE..ifit Membership

  I was billed immediately /monthly for the membership ..NEVER GOT ANYTHING FREE..as it was advertised/0romoted!!

  All I need is credit for charges for ifit membership from January 2023 to June 2023!

  The Tredmill is NOT a problem.. issue is with FREE offer that was NEVER FREE!!

  Thank you for your help in this matter 

  Ifit is FALSE advertising &customers are being charged for a year membership that is 

  supposed to be FREE. Im sure Im not the only consumer this has happened to from iFit.com

  
  

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

  

  Business Response

  Date: 01/19/2024

  Hi ****, 

  We understand it's not a issue with your machine, but to keep records of your ifit account we need to have the registration info so that we may look into the memebership and getting this issue with the membership resolved for you. This is how we keep records of your interaction with our company for warranty purposes. we don't know which machine to put your membership towards if we ***** have the infomation requested. We also need a photo of of the code you have for the free memberhsip. Please send us this infomation so that we may continue in getthing this memebership issue resolved for you.

  Serial Number: 
  Model Number: 
  Version: 
  Where Purchased: 
  Date Purchased: 
  

  Thank you 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21064474
  
  I am rejecting this response because:

  I have been in contact with the company ifit four times since December 27,2023. I am sending you the information requested. I purchased a Pro-Form Carbon T10 Tredmill in December 2022 (it was a Christmas gift actually for me) It came with an access code FBFB-VVHG-GSVW-TMVJ. This activation code was supposed to give ONE YEAR FREE of ifit Coach Membership. I have explained this to 4 different representatives and a manager ************************* @ ifit.com . He is currently working as of today on trying to credit me for the months ***uray to June 2023. I still do not have resolution to this issue. 

  Here is information you requested Modedl Number: PFTL99920.0 Serial number ******* Tredmill was purchased at Dunhams ****** ** in December 2022. Reminder there is no issue with my equipment...only issue is I was charged for one full yeear of membership that was supposed to be FREE.....

  The only acceptable resolution is credit to my credit card of $41.34 for *** to June 2023. A total credit of $248.04 for membership that was advertised as FREE for one year. 

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

  

  Business Response

  Date: 01/29/2024

  Hi ****, 

  We apologize for the experience you have had, those 6 refunds have already processed and will be returning to your account if they have not already as they were done back in decemeber. Please let us know if you have any additional questions. 

  Thank you 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21064474
  
  I am rejecting this response because:

  My last conversation with ************************* @iFit was to send him a picture of the card that said I get one year free of iFit membership.

  He confirmed that he could read the card picture that I sent stating I would get one year free. And he confirmed that I would get the additional six months of credit that I deserved because I was charged for the membership and did not get it for free.

  That conversation was at least three weeks ago. I am going to be calling ************************* again tomorrow, Saturday, February 17. I still do not have the other six months credit from this company.

  I am going to the retailer that I purchased the treadmill from in December 2022 in ****** ******** and letting them know that the company that offers a free membership is a scam.

  I have been dealing with this since December 2023 and I am very annoyed and frustrated as a consumer that its taking this long to get credit for something that was supposed to be free.
  

  
  

  Im frustrated not only for myself but for all the consumers who are supposed to get something free from iFit and our charged and do not realize that they are charged in the credit card.

  The company is very fraudulent and very difficult to deal with with getting a credit for something that I is a consumer deserve!!

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

  

  Business Response

  Date: 02/22/2024

  Hi ****, 

  We have gone ahead and added the 6 month's to your ifit membership, your new expiration date is 8/22/24. Thank you 

• Initial Complaint

  Date:12/20/2023

  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.

  On December 4, 2023, I ordered a RW900 ***** as a Christmas present. The delivery company, hired by Nordictrack, provided only one day for delivery for the entire month of December. I was available in the afternoon that day but the company wouldn't agree to an afternoon delivery.I contacted Norditcrack's internal delivery people who said they would solve the issue but did not. As a result, I had to cancel the order. Nordictrack changed me a $327.00 return fee for a delivery never received.They were impossible to work with. I want the $327.00 return fee refunded.

  

  Business Response

  Date: 12/21/2023

  Hi ***, 

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

  On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. They have confirmed that the machine was ordered Dec 4th, we initiated the return on Dec 13th, 7 business days after the order was placed. We give a delivery window of 2-3 weeks, and we were within that window. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at  at ************************************************************
  
  If you have any further questions, please call our Billing team at **************.
  Thank you
  
  . 
  
  

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21038169
  
  I am rejecting this response because: I was not given a 2-3 week delivery time.  I was told I would receive the machine before Christmas and was then given only one day for delivery.  I tried to accommodate that day but the timing was rejected by the delivery company. I did not create the issue, the delivery company did. I expect a refund since I was charged for a delivery I never received. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/22/2023

  Hi ***, 

  I'm sorry for the frustration that this has caused you, our delivery window time frame is located on your confirmation email that you recieved once you purchased the machine, because the delivery company is a 3rd party we are not able to schedule for them so we cannot give such a short time frame. again, I apologize for the miscommuication, but the fees you are being charged abide by the return policy. You can read more about the return policy at  at ************************************************************
  

  Thank you 

• Initial Complaint

  Date:12/16/2023

  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 paid for my $3,461.85 for my Commercial **** Treadmill on 10/07/21 through a sales promotion while I was training for a marathon. The treadmill runs great, when it is working, and I was very satisfied with its features and settings. However, I have had parts issues for over 1.5 years, with little resolution. I have gone through 3 motherboards and have been waiting on a motor for over a year. The first motherboard broke a few months after receiving the machine. The service was prompt and the part was received in a timely manner. They did not, however, schedule a tech for the repair, so I needed to do this myself. The next time the issue occurred was around September/October 2022. This time I ensured that a tech was scheduled to install the part and confirm that I had performed the install correctly, all was resolved for a few more months and the tech. Around November 2022, the motherboard broke once again. After speaking to the subcontracted technician, he told me that he would order a new motor as it was likely a short in the motor causing the motherboard issues. Months of correspondents with the tech continued as he attempted to contact Nordictrack for the ordered part. I then decided to try and resolve it independently. I have spent months attempting to resolve the issue with Nordictrack. The parts/service representatives are very friendly and sympathetic, but no resolution has come from my requests. After numerous follow **** of which few seem to be noted in my file - causing frustrations on reexplaining my experience - I ascended the issue to a supervisor today, December 15th, 2023. I explained several times to him what the issue was and he did not seem responsive to assist and asked that I reexplain the issue. After an hour on the phone, mostly on hold, he assured me that he sent the new motor and would try to reinstate my warranty. This is not a satisfactory resolve to my issue. How do I ascend the issue higher to receive some sort of assurance on this?

  

  Business Response

  Date: 12/18/2023

  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.
  

  I'm happy to look into this for you, I'm truly sorry for the experience you have had, can you please explain the issue you are experiencing so that we may look further into why is this happening? any photos, or videos you can provide will help us as well. From the details in your case, we would recommending replacing the drive motor however we are happy to take a second look to ensure that your machine is properly repaired. 

  Thank you  

   

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21014646
  
  I am rejecting this response because:

  This issue has been ongoing for over a year with no resolve. Please contact me at the number and/or email you have on file. I need a more actionable reponse than what was provided through this channel.

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

  Customer Answer

  Date: 12/28/2023

  The issue is that the motherboard keeps failing causing the belt to stop working. It has happened three times and the last tech that came to inspect it had a theory that it was a short in the motor. I have this part **************, but have kept my ticket open to ensure it is fixed properly. I had also requested an extension of my warranty, as there has been no resolution for over a year. I would like to request a refund on my last 2 iFit subscriptions as I have not been able to use them, but have still paid. I would also  request a partial refund on the machine or price protection on it's last marked down price, as I have missed training opportunities over the last 2 years due to this inconvenience and have invested a lot of time and money into this asset.

   

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

  

  Business Response

  Date: 12/29/2023

  Hi *******, 

  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. 
  
  

  After reviewing your account history and reaching out to our mangament we have confirmed that we may add 1 year back to your warranty as well as add 1 FREE year to your IFIT membership for the frustration this has caused you. We apolgoize for all you have been through in getting this resolved. 

  Thank you 

• Initial Complaint

  Date:12/15/2023

  Type:Customer Service 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 9/13/2021, I purchased an elliptical machine and treadmill machine with 4 year extended warranties on both machines. Unfortunately, the elliptical was faulty and needed to be returned. This took place over the next few months. During the exchange, Ifit cancelled the extended warranty associated with my treadmill and not the elliptical. I reached out to them via customer service and spoke to a representative who supposedly corrected the error and reestablished the extended warranty on the treadmill. Furthermore, on 1/7/2022 I had that same employee send me an email stating they made the mistake and that my machine was now covered by the extended warranty. I have since had an issue with my machine. After several hours on the phone over multiple days, additional communication with a supervisor and being transferred to multiple departments, they have all passed the buck and none of the departments can help me on an issue that they created. It is crazy to think that i have an email admitting their fault, yet nobody can seem to help me clear up their mistake. I have been unable to get my machine serviced due to this issue.I previously sent in a BBB complaint that was sent to *** whom stated that my issue is with iFIT and ICON fitness because their employee made the mistake. This has been the experience with each company passing the buck and not wanting to fix my issue they created.

  

  Business Response

  Date: 12/18/2023

  ******, 

  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.
  
  

  I have been working with our *** extended warranty company to get this resolved for you. We have been able to go ahead and issue a payment to *** for your extended warranty, Your warranty should now be reinstated and I want to sincerly apologize for all you have been through with getting this resolved. Please reach out directly to *** at ************** to submit your claim and they will have everything on file so you should not have any further issues with it. 

  Please let us know if you have any further questions. 

  Thank you 

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21011235
  
  I am rejecting this response because:
  
  I reached out to *** operator #4 and they stated that nothing has taken place to fix the issue.  They show that the issue is still with IFIT. No warranty has been reestablished on the tread mill. I appreciate the apology, but nothing has been done on the issue. 

  
  Sincerely,
  
  Tel ******

  

  Business Response

  Date: 12/29/2023

  ******, 

  We have gone ahead and set up a technician to come out and service your machine. Your service order number is SO-*******. Please allow 3-5 business days for th tech to reach out for scheduling. 

   

  Thank you 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21011235
  
  I am rejecting this response because:
  In your response you stated that the technician is being sent out to service my machine.  The technician did come out to look at the machine, but indicated it was only for an assessment of the machine and that they would need to submit their finding to get approval to have the machine fixed.  The question that has not been answered is will my machine be covered under warranty, as it should have been?
  Sincerely,
  
  Tel ******

  

  Business Response

  Date: 01/10/2024

  ******, 

  It looks like the tech has requested additonal parts to repair your machine, I have gone ahead and ordered those for you. Your order number is ICS9818795 you may track it once it ships at www.ifit.com. Once the parts arrive to you the tech will be notified and will call to set up a return visit. 

  Thank you 

• Initial Complaint

  Date:12/13/2023

  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 have an S22i studio bike that is bricked, and I cannot use it. Before the warranty ended, I called them up, and they wanted me to pay them for a tech to come out and diagnose the problem. They claimed they do not diagnose problems over the phone, and you must have a certified tech come out to look at the bike. A year before, I had an issue, and they diagnosed the problem over the phone and sent out new parts, so I find their earlier statement to be a lie or bad business practice. What's the point of a warranty if I have to pay for everything? That's not a warranty. I see a class action lawsuit on many of their equipment offerings. I'm very bothered that I had warranty coverage but had to pay extra for their trash equipment that is supposed to be covered. I've had a broken like that I can't use for ever a year now and I'm fed up.

  

  Business Response

  Date: 12/14/2023

  Hi *******, 

  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.
  
  

  I'm happy to take a look into this for you, could you please provide a little more infomaiton, I can see on your account that you have contacted us but not troubleshooting has been done. I just have a couple questions to help me better understand what is going on with your equipment. Also if you are able to include pictures or videos of the problem, that will be very helpful as well.

  ? If you remove your console assembly check the wires that come out of the console and make sure they are properly connected and not damaged or pinched . Lets unplug them and plug them back together again. 
  ? The wire between your console and your handle bars, let's unplug them and plug them back together again. 
  ? Here is a short video on what to look for when checking those wires. Wire Harness Connector Issues (ProForm, NordicTrack) 
  Is your issue still occurring after checking your wire connections? Lets go ahead and check that the power adapter is pushed all the way in and not noticeably damaged? Have you double checked the outlet is working? Does your console require batteries, if so let's replace those. 
  Does your machine have a controller/power board? You can find out if your machine has a controller/power board by checking your parts list in your users manual. If it does, let's locate it by removing your side shield. Does it have any LED lights lit up? Are any of the wires loose or disconnected on your 
  controller/power board?
  

  Any and all infomation you can provide will help us assist you better. we look forward to hearing from you. Thank you 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 21004454
  
  I am rejecting this response because: This does not resolve my issue. Below is the response I got from your customer service representative and they refused to troubleshoot the issue even though the unit was still under warranty. Mind you I reached out months prior but was unable to do anything because I am in the US military and had an unexpected deployment. I also cannot see any links that you are referring to. So your prior message is of no help. Below is the email message I last received from your company.

  "
  Hi *******,
  
  Thank you very  much for your reply and all the information provided. I truly apologize for the inconvenience and the issue you are having with your machine. 
  
  Unfortunately we are not able to send parts under warranty without a diagnose from a certified technician. We have the option to assist you with diagnose visits.
  
  Diagnostics cost $159 plus tax and any additional fees.
  We collect payment upfront.
  Once payment is confirmed, the technician will contact you within 3-5 business days.
  If you choose to cancel the service, it must be done within 24 hours of the set appointment to receive a refund.
  If additional parts are needed to repair your equipment, the technician will inform you what parts are needed.
  You are responsible for paying for a second visit, if one is wanted.
  A second visit is for a discounted price before taxes and fees if we are contacted within 30 days of the first visit. If 30 days have passed, it will cost the original $159 before taxes and fees.
  
  
  For you to be able to place the order you will need to give us a call to our non-warranty department ************** or you can chat with us at my.ifit.com.  They will be able to place the order for you over the phone or chat, we are an email account and therefore we are not able to process any payment via email.
  
  
  Best Regards,
  
  ****************
  Parts & Service
  iFit Member Care
  
  
  
  
  
  --------------- Original Message ---------------
  From: **************** [********************]
  Sent: 7/31/2023, 1:10 PM
  To: ***********************
  Subject: Re: [EXTERNAL] Re: Your Support Request: Please Send More Information [ ref:_00Dj0JnBt._500Hq1YvKvh:ref ]"
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 12/15/2023

  Hi *******, 

  
  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.
  
  I'm happy to take a look into this for you, could you please provide a little more infomaiton, I can see on your account that you have contacted us but not troubleshooting has been done. I just have a couple questions to help me better understand what is going on with your equipment. Also if you are able to include pictures or videos of the problem, that will be very helpful as well.

  Please perform these troubleshooting steps and report back with any findings: 

  
  If you remove your console assembly check the wires that come out of the console and make sure they are properly connected and not damaged or pinched . Lets unplug them and plug them back together again. 

  Please remove The wire between your console and your handle bars, let's unplug them and plug them back together again. 

  
  Is your issue still occurring after checking your wire connections?

  Lets go ahead and check that the power adapter is pushed all the way in and not noticeably damaged? Have you double checked the outlet is working? Does your console require batteries, if so let's replace those. 

  
  Does your machine have a controller/power board? You can find out if your machine has a controller/power board by checking your parts list in your users manual. If it does, let's locate it by removing your side shield. Does it have any LED lights lit up? Are any of the wires loose or disconnected on your 
  controller/power board?

  
  
  Any and all infomation you can provide will help us assist you better. we look forward to hearing from you. Thank you 

• Initial Complaint

  Date:12/13/2023

  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 purchases an all-in-one elliptical end of 2022. It has been broken since February of 2023. The item is still under factory warranty. I have had 6 repair visits from the local tech to fix it. He clearly acknowledged that he did all he could. Ive been asking for a replacement but to no avail. Now the rep says he can no longer help, I've made four attempts to contact ifit...the manager NEVER calls me back, they do not respond at all. The tech told me they would call me soon, twice. That was three weeks ago. This is the WORST company I ever dealt with and the worst purchase I ever made. I see that most of the world shares that sentiment as they have a one star rating. Also AG complaints. The machine has literally been sitting in my living room is pieces for 9 months. I EITHER NEED A NEW MACHINE OR A REFUND! I found out today that the extended warranty begins on Dec 23, at which time nordic is off the hook and extended warranty takes responsibility....THAT IS WHY THEY ARE NOT ANSWRING...THEY ARE STALLING TO NOT HAVE TO REPLACE IT. Then I Have to wait for a whole new set of tech visits!! These people are criminals!! This has been a nightmare!! Please help me, Nordic and ifit don't care and are useless.

  

  Business Response

  Date: 12/13/2023

  Hi *******, 

  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.

  
  We are currently looking into submittig your claim to our product replacement team. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, 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!
  
  
  

  Customer Answer

  Date: 12/13/2023

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

  Customer Answer

  Date: 12/13/2023

  I have been in constant contact with my locally assigned tech, Scott W*****.  They sent him out six times.  Each of those times he took DOZENS of pics, including his last visit on Nov 20 when he took over 100.  He told me they have PLENTY of pics and warned me that they use the tactic of asking for more and more pics to delay.  I am tired of waiting.  I just want a new machine period.  I have every visit date documented.  Scott said there is NOTHING more he can do...he tried every possible part.  I just need a new machine.  ITS BEEN OVER 9 MONTHS!! they have hundreds of pics!! 

  

  Business Response

  Date: 01/04/2024

  Hi *******, 

  We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email. Please let us know if you have any questions. Have a great day!
  
  

• Initial Complaint

  Date:12/12/2023

  Type:Order 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 the NORDICTRACK FUSION CST STUDIO, this is suppose to come with a 10 inch tablet that controls the machine. I never received the tablet. I called IFIT and spoke with 6 different service representatives. Ifit said they would send me a tablet, 7 days later I received a "console" which is NOT the tablet that was missing. I called IFIT again and explained to them that they had sent me the incorrect item, IFIT then said that they would send me the correct item. I asked the representative to please make sure she was sending the "TABLET" that is suppose to control the machine and to please send me an email confirming this. I then received an email stating that IFIT had placed an order for another "console". I can not use the machine at all without the tablet. I paid 2k for a machine to sit in a room unable to be used because IFIT did not send me the correct item. Tablet should have been delivered originally with machine but it was not and now I am unable to use it at all. I dont understand why they are sending me the incorrect item. I have explained to them what is missing and I have told them over and over again that it is not the CONSOLE. The warranty for the machine started upon delivery of item which was 4 weeks ago and still have not been able to use it. I just want to be able to use the machine and I want to have what I paid for. Its not my fault that the tablet was not delivered. IFIT needs to send me the missing tablet and add extended warranty for my machine.

  

  Business Response

  Date: 12/13/2023

  Hello *****,

  
  We are so sorry about the inconveniences and the frustrations that you experienced regarding your order. We completely understand where you are coming from on this matter. 
  

  After reviewing your account, I have gone ahead and ordered you a new tablet. Your order number is ICS9800781 you may track it once it ships at www.ifit.com by using that order number. 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. 
  
  

• Initial Complaint

  Date:12/12/2023

  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.

  Purchased Model **** (NTL17122) Ifit/NordicTrack treadmill on Feb. 27, 2023, directly from NordickTrack. It was delivered March 16th. At end of March the treadmill base froze at the 15% incline while my wife was using it. It took 2 months to be repaired. On November 18, 2023, while I was lightly jogging, the belt stopped suddenly, causing me to jog directly into the front console/hand rail, just above my navel. Although I was not injured, it was quite startling since the belt then started up again. The belt continued to stop and start. I consider this a dangerous piece of equipment and do not trust it since we've had 2 incidents within 9 months of owning it. I called the service department and the 1st person wanted to have the equipment repaired (case # ********), which I declined since I do not trust this equipment. I asked to get our money back (total of $3587.25 which included equipment, ***************** a 5 year warranty & 1 year of Ifit Software) and for NordickTrack to come and remove treadmill. He then transferred me to a service manager (case # ********), and he also tried to persuade us to get the machine repaired. Again I declined. He then sent our information to their "Executive ************ ****** who wanted us to sign a waiver to forgo "legal processing" that they would have to do. We declined that. Ifit has now sent this to their Legal Team whom we've been in contact with, wanting us to fill out documents for our "personal injury claim" to which we have not mentioned any claims for injury. All we want is to get our money back and for them to take the treadmill away (at their expense).In addition, on December 11, 2021, we had purchased Model **** (NTL *******) from Best Buy. After a few months the treadmill base also froze in the uppermost % incline. Best Buy had no problems refunding our money and removing the equipment. This is another reason that I don't trust NordickTrack's product.

  

  Business Response

  Date: 12/14/2023

  Hi ****, 

  
  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. 
  

  I have reached out to our magament and have confirmed that our legal team is currently working with you to resolve your issue as of 12/11/2023. We will need you to continue with our legal team untiil the issue has been resolved. 

  Thank you 

• Initial Complaint

  Date:12/11/2023

  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 rower from Nordic Track December 6, 2021, and it never worked correctly. I then purchased an extended warranty from *** Dec.6, 2022. The resistance never changes even after the first service call in 2022. In November 2023 NT and *** agreed to send a new tech out and they sent me a new motor. The tech said the rower isn't working correctly and it can't be fixed. The internet is full of complaints about the same issue. I have been in contact with ***** at *** who said he is trying to reach a supervisor to help me and will be in touch. The last I heard from him was on December 7, and all my emails to him have gone unanswered, and phone calls not returned. Every time I call it's another 15 minutes of hold time and the call gets disconnected. I had an original complaint against Nordic Track and all they did was send a new motor and I had to call for a technician. The tech said that I now have to go after the extended warranty company. Nordic track and *** won't stand behind their product. No one will help and all they do is say that they can't reach a supervisor.

  

  Business Response

  Date: 12/12/2023

  Thank you for reaching out to ***, we have reviewed your file, and it is confirmed that your product is covered under the manufacturer iFIT Health and Fitness for parts on this product.  If you are seeking a replacement or different resolution other than service on the product you will need to work directly with iFIT Health and Fitness.  The *** coverage to date is only active to service the product if iFIT files a claim and submits a parts order for repair, therefore, *** would not be the active coverage to offer a replacement as the product is not currently under our coverage for parts and would not qualify for the No Lemon Policy outlined in the coverage agreement.  Please reach out to iFIT Health and Fitness to discuss the resistance issue.  If a response does come back to *** for this issue via the BBB we will request that the compaint be transferred to the manufacturer pertaining to the correct active coverage.  Thank you.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20991151
  
  I am rejecting this response because:
  

  UTS and IFIT are the same company and you are just trying to pass the responsibility  to each other.  I know you operate under different names but you have the exact address. You want me to just get tired and move on!!!!!!!!!  Your product doesn't work.  You can't fix it.  What's next?

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

  

  Business Response

  Date: 12/20/2023

  Hi *****, 

  After talking without magament, we have agreed that we are able to go ahead and do one of two things, we can either process a refund for you or send you a replacment machine, which do you prefer? 

   

  Thank you 

   

   

  Customer Answer

  Date: 12/20/2023

   
  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.  I would like a refund.  Please have someone reach out to me to let me know what I should do with the non working machine I have at home. My number is ************.  Will a check be mailed??  Also please let me know the amount of the refund.

   

  Thank you.

   

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