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

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  230 S Main St. Highlands, TX 77562

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:11/28/2023

  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.

  This machine was purchased September 9, 2023 and on November 11, 2023 it broke. I was sent a part and as of November 28, 2023 no one was contacted me to put it in. The machine is very cheap, it is the FS10i and is not made like the other machines, as I have a spin bike and a treadmill which are incredible and heavy duty. I am approximately 125 lbs and I was not using the machine improperly or doing anything extra with it, only how it was to be used. I called and spoke to several employees who all gave me the run around and told me I could only get it fixed and could not get a refund for the machine. I would like a full refund and for t hem to come pick up the machine.

  

  Business Response

  Date: 11/29/2023

  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.

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. The return policy states: “If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesn’t offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.” If you wish to read more about the return policy, you can do so at **************************************

  We have contacted the technican's company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

  If you have any questions, you can contact our Member Services at ************** (****) with any questions.

  
  Thank you
  
  

  
  

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I would like to return the machine as the part that broke will continue to be an issue as it is cheaply made. I have two other items from nordictrack and have never had any issues. I had the product less than two months when it broke and used it approximately 6 times.  I am very small female and work out 5 or so times a week.  I did not do anything to it, it simply is cheaply made.  I would like nordictrack to give my money back and take back the equipment. I do not want to continue to have it fixed that is unacceptable.
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 12/01/2023

  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.
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. If you wish to read more about the return policy, you can do so at **************************************
  
  We will need to continue with parts and service at this time. We have escalated scheduling with the tech and they will be reaching out soon for scheduling. 

  Thank you 

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: although you state I cannot return it, you also have not sent anyone to fix it and it has been almost a month. I have the part. So I have a piece of equipment I can’t use, you refuse to return, and I cannot use.  No one has gotten in touch with me to fix it and I was told they would, but still have heard nothing. The product will continue to break as stated because the same part was sent again that broke the first time and it is still just as flimsy. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 12/06/2023

  Hi *****, 

  I'm sorry for the delay in getting you scheduled. We have contacted the assembly company and notified them that you need to be contacted for scheduling. We have asked that they reach out to 
  you as soon as possible. You should hear from them within the next 3-4 business days.

  
  If you have any questions, you can contact our Member Services at ************** (****) with any questions.

  
  Thank you
  
  

  Customer Answer

  Date: 12/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I would like to return the item which I have advised several times and continually am told I cannot due to their policy. It has already broken and I am concerned it will happen again. It is not as nice as the other equipment that is from nordictrack.  The only thing I will accept is to return the item. I would also accept a replacement with an elliptical. I do not want this, it is not as advertised.
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 12/08/2023

  Hi *****, 

  
  We understand the frustration you have experienced. We need to have the tech's recommendation on if the machine is repairable or not before we may look into other options. Once the tech has been able to diagnose the machine we can look into further options.

  I'm sorry for the delay in getting you scheduled. We have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to 
  you as soon as possible. You should hear from them within the next 3-4 business days.
  
  If you have any questions, you can contact our Member Services at ************** (****) with any questions.
  
  Thank you

  
  

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  Ifit is taking $41.73 a month from my checking account for an ifit membership, but when i sign in to ifit they tell me I don't have an account. I have sent emails and have called but cannot reach anybody other than a recorded voice. when I do an online chat they tell me no operators are available.

  

  Business Response

  Date: 11/29/2023

  Hello-

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

  I have reached out to our membership mangament team and they have confirmed that we do not see any charges under that email. We were able to search his name and found a different email ending in sbcglobal.net and show the monthly charges, but they are signed up with FIRETV and they are taking the payments, not iFIT. You will need to reach out to FIRETV directly regarding any charges. 

  You are welcome to reach out to our Member Services at ************** (****) with any questions.
  Thank you 
  
  

• Initial Complaint

  Date:11/26/2023

  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.

  We purchased this treadmill back in 2020 and it has been nothing but problems, it was down for 10 months in 2021, then it has now been down again from July 2022 and still down as we speak end of November 2023. I have requested them to replace the machine because clearly all the parts they have replaced has not solved the problem. I even paid for the extended warranty. This last issue could have caused a very dangerous/ deadly accident I was pregnant was using the treadmill to get my excercise in and it randomly stopped and i almost fell off. I have videos we made afterward to show them. They supposedly fixed it but now it does the same thing again. My husband and I are afraid to run in it for fear of falling or hurting ourselves. We spent almost $3,000 dollars for a machine that has never worked. They have even had a repair man come to our house twice and he gets here and is like oh wait I’m not supposed to be here. The customer service is terrible. The only way I ever get a response is by posting a message on twitter. I can photo all the repair requests if necessary and send the videos.

  

  Business Response

  Date: 11/27/2023

  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 take a look into this for you, after reviewing the past history on your account it appears that the last contact we had with you was for the walking belt stopping issue. Is this still happening? Please include any info and or photos that will be helpful in resolving this issue for you. 

  Thank you 

  
  

  Customer Answer

  Date: 01/17/2024

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

  Yes, the belt stopped working it took almost a year for someone to come out for that. They replaced something and now it still doesn’t work. I have a file of photos I can include and I included all the submissions for the machine not working through the Nordic/ ifit website. This needs to be replaced. I have had a machine that cost thousands of dollars that have never worked. Literally this has caused so much stress. We both work full time jobs and have to deal with this. We purchased the extended warranty and the machine is not getting fixed properly. Clearly something is wrong with it. Something needs to be done.

  
  

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

  

  Business Response

  Date: 01/17/2024

  Hi *****, 

  Thank you so much for sending all this infomation, it was very helpful. We are currently looking into what replacement options we can offer you. We will need a few things from you to add to your case.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!

   

  Customer Answer

  Date: 01/24/2024

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

  
  
  Attached is the paper work and photos that are on our Nordic account. We have sent this all numerous times to Nordic. This is probably one of the most stressful things I have dealt with, during two pregnancies. Almost being injured while pregnant and still going back and forth with Nordic years later.  This has been a full time job trying to document and contact Nordic, for a machine we really needed. We purchased directly from Nordic because we wanted a reliable top of the line machine, that we haven’t even been able to use safely. It is not letting me addd all the images, please let me know how I can send the 3 items you asked for.
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/26/2024

  Hi *****, 

  Thank you, I'm sorry it's not letting you add those photos, feel free to email them to me directly at ************************* 

  Thank you! 

  Customer Answer

  Date: 02/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we are currently working with icon fitness, I will update with the offer.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/05/2024

  Hi *****, 

  Please keep us informed. Thank you 

• Initial Complaint

  Date:11/26/2023

  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 used this bike for a couple of months and while riding I was “out of the saddle” when the crank arm broke clean off. Weight limit is 250lbs and I’m 175. Not only did this cause an injury to my pelvic bone as I came down hard, but the bike seems completely useless now. I have tried reaching out several times to pro form to no avail, and their website is so frustrating to navigate.

  

  Business Response

  Date: 11/27/2023

  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. 
  
  

  After reviewing your account, we can confirm that your machine is no longer under the manufacturer's warranty, it appears that your warranty expired on 3/21/2022 because you are outside the warranty time frame replacement parts are available for purchase. You may order them online at www.iconservice.com or by calling into our member services at ************** (****). 

  You are welcome to reach out to our Member Services at ************** (****) with any questions.
  Thank you
  
  

  Customer Answer

  Date: 11/27/2023

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

  Customer Answer

  Date: 11/28/2023

  I am rejecting the company’s response to the complaint for several reasons. The first is that there was no acknowledgement to my injury when I initially wrote to them on their website. The second is basically them saying “oh well” to the broken bike piece that cannot be fixed. If you stand by your product and believe in your product and your company you shouldn’t have to worry about a warranty. The warranty to me says that they know there is fault in their product and manufacturing. I’ve read other reviews claiming that this product (exercise bike) is a piece of garbage. Wouldn’t said company want to rectify this horrible accident and make a product that you’re proud of? I feel like if a company truly stands behind their product then replace my bike. A replacement bike to me seems the only solution as my bike is no longer functional nor any replacement part can repair. Be better pro form, do better. I thoroughly enjoyed using this piece of exercise equipment and was getting into very good shape. The weight limit says 250lbs and I’m no where close to that. (180 6’1”) I rode the bike for maybe 3 months and this happened? If this were to happen to them or a family member I bet they’d be singing a completely different tune. An injury to a pelvic bone is no joke and incredibly painful and humiliating. It could’ve been a lot worse. What would’ve happened if I was riding the bike “out of the saddle” and the crank broke off and I wound up slamming my face into the front piece leaving me horribly injured and disfigured? I take pride in my belongings and I took every precaution when riding the bike and maintaining the integrity of the bike before during and after each ride. The warning label only states not to get too close to the wheel. There’s no warning stating that riding this bike may cause injury to a pelvic bone when “out of the saddle” because the crank/ crank arm will break clean off. Why am I being punished for their faulty equipment? This is why I’m rejecting their response. Do the right thing pro form/ ifit and make things OK. They want to call themselves a reputable company then do the stand up thing of making things right. 

  

  Business Response

  Date: 11/28/2023

  Hello, 

  I'm sorry to hear of your injury, please provide answers to the following questions so that we may notify our legal department of your injury: 

  Injured Party's Full Name
   Injured Party’s DOB Date
  Time of Incident
   Injured Party’s Height
   Place of Incident
   Injured Party’s Weight
   Did you seek medical attention? 
  Description of Injury 
  Surge protector used? 
  Original proof of purchase
  
  

  Thank you 

  Customer Answer

  Date: 11/28/2023

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

  below is the following requested information 
  
  Injured Party's Full Name: ****** ********
   Injured Party’s DOB Date: *********
  Time of Incident: 1430pm
   Injured Party’s Height: 6’1”
   Place of Incident: Home
   Injured Party’s Weight: 175-180 LBS
   Did you seek medical attention?: Yes; dx with pelvic bone contusion. Incredibly embarrassing
  Description of Injury: dx pelvic bone contusion 
  Surge protector used?: 
  Original proof of purchase: yes, through QVC April 2020
  

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

  

  Business Response

  Date: 11/29/2023

  Hi ******, 

  Thank you for providing the requested infomation, I have gone ahead and submitted your form to our Legal team. Once they have reviewed your case, they will then communicate with you via email. Please let us know if you have any questions.

  Thank you 

  Customer Answer

  Date: 11/30/2023

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

  Do you know when should I be receiving correspondence from said legal team? 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 12/01/2023

  Hello, 

  It looks like they tried calling on 11/29/23 however wasn't able to connect with you, I have let them know that you are reaching out and escalated contact again. Thank you 

• Initial Complaint

  Date:11/21/2023

  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.

  We Purchased a Nordic Track "Commercial" Treadmill." The product was delivered on 11.13.23 and was defective upon delivery. We paid for the "white glove'" set up and I asked the Technician why it was so loud when he started it and he stated it was "Normal." We chose to call service directly to confirm that evening and had to be walked through how to adjust the belt ourselves (not sure what the set up fee was for if the belt was not aligned) only to be told they had to order a new part and someone would be in touch within 5 business days.To date no one has contact us, I called again and was told that the service would not be set up until the part arrived. Further, this product is advertised as a "commercial" grade treadmill and it is no such thing. It is not sturdy and very flimsy compared to a fitness club level treadmill. In conclusion, the product was delivered defective. The service that has been provided has been sub par, and the product is not as advertised. Nordic Track will take the equipment back but they charge an restocking fee of 10% and a return shipping fee of $250. I'd be willing to pay those fees if I had buyers remorse, not when I have a defective piece of equipment that was poorly set up, and not as advertised.

  

  Business Response

  Date: 11/22/2023

  Hi *****, 

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

  I have reached out to our Billing and ****************** managment and they have cofirmed that return fee's would be applicable unless deemed unrepairable by a certified tech. I have escalated scheduling with the tech and the tech company has confirmed that you will be hearing from them today for scheduling. 

  Thank you 

   

• Initial Complaint

  Date:11/21/2023

  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 bought a Nordick Track rower in December 2021, and it never worked correctly. The resistance doesn't change no matter the level. NT sent a tech and he replaced several parts and it worked for a while, but it is doing the same thing again. I had purchased an extended service plan, and when I called today they said that it doesn't cover in home service. I sent them a picture of the contract which shows it does indeed cover in home service. They then said that the will still need to charge me $159 to come out and then if it needs fixing they will cover it. I'm fed up with the entire process. The internet is full with online forums on how the rower is defective.

  

  Business Response

  Date: 11/22/2023

  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.

  After reviewing your account and past cases I have gone ahead and ordered you a new resistance motor, I have also contacted your extended warranty to have a service call request put in. Your part order number is ICS9786978 you may track it once it ships at www.ifit.com, once the part arrives to your home the tech will be notified and will contact you via phone to schedule your appointment. 

  Please let us know if you have any further questions. 

  Thank you 

   

  Customer Answer

  Date: 11/22/2023

   
  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 accept that they will send a technician out and either fix the problem or replace the machine at no extra cost to me.  They seem to be acting in good faith and I will in kind. If the rower isn't fixed, or if they try to charge me anything I will begin another case against them. I need a fully working rower or a new one.  Lets hope they keep their word.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/21/2023

  Type:Product 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 ordered an elliptical machine from iFit/Pro-Form, Inc on 11/4/23. The unit arrived at my home 11/10/23. We assembled the machine and commenced to use it and noticed that it flexed and bounced when in use. We contacted iFit for help with the flexing and bouncing issue, including uploading a video to illustrate the issue. We were advised the tighten all of the screws, nuts and bolts which we did and the problem persisted. We asked for a technician to come out to see if the issue could be fixed and no one has come out. I also purchased a foam floor mat (1 inch thick) to see if this would help. It did not alleviate the flexing and bouncing. I received a call from a representative named Benson who was calling me to up sell a subscription an online 12 month membership which I declined, but received an invoice for the following day for $349.00. I was upset that I was charged for this membership which is financed by TD Bank. This charge has been reversed, however the charge for the elliptical also financed through TD Bank is still pending and I received a billing invoice today. I’ve advised ProForm that I want a refund, the creditor paid back and to send someone to pick up the elliptical. There has been no response from Pro-Form/iFit.

  

  Business Response

  Date: 11/22/2023

  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 have reached out to our Billing and Returns Department mangament regarding your request. They have confirmed that per our return policy (view at (********************************************************************), We stand by our product and strive to deliver the best for our customers. If you are not satisfied with your purchase, you can request a return within 30 days of your delivery date. Returns will include a non-refundable return shipping charge of $250 and 10% processing fee. Any completed upgraded service is also non-refundable. Our ultimate goal is to deliver what you want, and we are willing to work with you to ensure the process is as smooth as possible.

  If you prefer not to return the machine we would be happy to set up a technician to come out and inspect your machine. Please let us know which option you would like to take 

  Thank you 

  Customer Answer

  Date: 11/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I do not accept the 10% re-stocking fee, and I was not aware of, nor do I believe it was disclosed to me at the time of purchase as I thought I was dealing with ProForm/Ifit, and not Nordic Track.  However, I am willing to accept the $250 shipping fee with ProFit arranging the logistics of the pick up and shipping. 

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

  

  Business Response

  Date: 11/27/2023

  Hi ****, 

  All fees are disclosed in our return policy, all orders receive a link at the time of purchase. Because we have not determined that there is an issue with this machine by a certified tech all fee's are applicable unless determined otherwise. 

  Thank you 

  Customer Answer

  Date: 11/28/2023

  
  
  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.  However, since their return conditions are based upon a contract or adhesion, whereby there was no chance on my part to negotiate its terms, I wish to return the elliptical.  Please advise when and a carrier will arrive to pick up the unit.   Since Pro-Form was unwilling to send a technician out to evaluate the unit, I request that they evaluate the unit for defects upon return and advise if the 10% re-stocking fee will be refunded.  I also request notification as to when the ProForm financing will be credited so that I can pay this off accordingly.  

  Thank you for your assistance.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/20/2023

  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 currently own a NordicTrack 2450 Commercial Treadmill which has become inoperable due to a iFit software update which was automatically pushed to the console built in to the Treadmill. Prior to the update the treadmill and all functions worked with no issues. Post software update, I get the error message "No Bootable Device. Hit any Key" and the machine is unusable.
  
  I have called NordicTrack to discuss options to address the issue and the only resolution provided is for me to purchase a new console for the treadmill at my expense. I find it unacceptable that a software update, automatically pushed to my treadmill, would cause it to be unusable and they expect me to pay more than 1K to fix the issue created by their software update.

  

  Business Response

  Date: 11/21/2023

  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 have reached out to our software team mangament and they have confirmed this error message is not related to an update issue. We have already confirmed this with our development team that it's a failure of the tablet, which is considered hardware and would require a new console. Where your machine is no longer covered under the manufacturer's warranty you may purchase a new console on our website ******************* or by calling into our member services at at ************** (****). 

  Thank you 

• Initial Complaint

  Date:11/20/2023

  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 ordered a NORDICTRACK EXP 10i TREADMILL on 11/9/2023. Upon delivery and assembly, we identified that the item was not working properly. I reached out to the customer service team, and after several attempts to fix the problem we were able to identify that the treadmill had be shipped without any lubrication. The customer service team offers to provide a lubrication kit, but I am not comfortable attempting any maintenance or repairs when we have been unable to actually test the equipment to see if there are any other issues, or it otherwise meets our needs. If we were to void our warranty etc. that would leave us unprotected.
  
  After consideration, I reached back out to customer service to request a return and was told that there was no way to return the faulty item without paying an additional ~$400 in fees. It is unreasonable to expect a customer to pay that much money (or any money at all) to return a faulty item. After dealing with the customer service team at NordicTrack/iFit, I am even less inclined to try to fix the problem and keep the machine, as I have no interest in working with them further.
  
  I would really love if someone could help me coordinate a pick up and return of the equipment as soon as possible, without fees.

  

  Business Response

  Date: 11/20/2023

  Hello-

  
  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. 
  

  I have reached out to our Billing and Returns mangament, they have confirmed that 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 *************************************************. However if you wish to keep the machine and lubricate the belt we will be able to offer compesation in the amount of $79.50
  
  If you have any further questions, please call our Billing team at ###-###-####.
  Thank you
  
  
  

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is entirely unethical to demand customers pay exorbitant fees to return a product that was not shipped in working condition. The total fees come out to nearly third of the cost of the machine. I am not returning it because I changed my mind, you shipped me an item that doesn’t work and told me “whoops, guess you’ll have to fix it yourself”. How can you stand behind that policy as a company? You’re screwing over real people who can’t afford to throw $400 out the window because of your mistakes. 

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

  

  Business Response

  Date: 11/21/2023

  Hi ********, 

  I'm sorry for the experience you have had, after speaking with our service department they have agreed to send out a tech to lubricate your belt and inspect your machine. We will also apply the credit of $79.50 to your account as compensation. Can you please verify the model and serial number off your physical machine so that we may go ahead and get that service set up for you. It will be located on a white or silver sticker on the base of your machine. 

  Thank you 

  Customer Answer

  Date: 11/22/2023

  
  
  Complaint: ********
  
  
  
  Hey there, 
  
  I appreciate you getting back to me and trying to offer compensation, but this route is still not a great solution for me. The value of the solution you are offering (compensation + lubrication kit + technician assistance) seems comparable to the cost of the fees I am asking you to wave in returning the item. I ask that we please just take that route, as I described previously I have lost a lot of trust in the company and am not interested in taking on additional work to try to repair the machine etc. 
  
  
  Sincerely,
  
  
  
  ******** **********

  

  Business Response

  Date: 11/22/2023

  Hi ********, 

  I'm sorry we are still unable to refund any return fees as 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 *************************************************. We will be happy to process a return but fees are applicable otherwise we have scheduled a technican to come out to inspect your machine and get it restored to manufacturer's specs. 

  Thank you 

   

• Initial Complaint

  Date:11/17/2023

  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.

  Have a perfectly functioning NordicTrack Treadmill 2013 and company decides it will not support IFit software - says it will function manually but it does not. Trying to fix with them, they are unable to fix says they no longer support the model (very expensive item that is perfectly good - except for software issue and company feels we should buy a new machine - wont happen and with their lack of support if we ever do purchase will NEVER be a NordicTrack product again - unless they rectify the software issue (simply want it to work manually - worked without IFit for years but now no more. Thanks

  

  Business Response

  Date: 11/21/2023

  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 have reached out to our software team managment and they have confirmed with the discontinuation of our machines, we are no longer able to troubleshoot or perform maintenance on the software. Because of this, we can't performing troubleshooting steps and with a lot of our older machines, we do not manufacture parts for them either. We can offer you a 20% off on a new machine but at this time, that is the only option we have available.
  

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

  
  

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20887488
  
  I am rejecting this response because: Simply no logic to response (imagine if you had a perfectly good car and software of GPS no longer working - response sorry can't fix buy a new car) Bad Business decision, thanks
  
  Sincerely,
  
  *******************