Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,262 total complaints in the last 3 years.
229 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/13/2023
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 have tried twice to cancel my paid subscription for the work out programs, but two months in a row I have been charged. I am on a fixed disability monthly income and it is more than an inconvenience to be charged after having cancelled. I cancelled on the site and then attempted to find a contact to directly correspond. I am filling a complaint only because my requests to cancel membership has gone unanswered. I do not think , at this time, I need supporting documentation, but if it is not addressed, I will send copies of charges taken from my account. The company can also verify I have not used the service.
Business Response
Date: 11/15/2023
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 IFIT membership mangament on your behalf. They have confirmed that on our end, we have no documentation that the member tried to cancel the membership via our website, which members can cancel and clear payment on at any point of the membership. I also checked by email and phone number provided and do not see any documentation that they tried reaching out prior to this BBB response. With that in mind, it does look the the email provided had a charge on Nov 12 of 2023 and we can go ahead and refund that recent charge.

I went ahead and refunded the recent charge, cleared payment information and deactivated the account. Refund will be given in **** business days.
If you wish to read more about the terms and conditions, please go to *************************************************** You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:11/13/2023
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.
Nordic Track Treadmill **** was purchased in January 2020 with iFit membership. A 4 year extended warranty was purchased from Nordic Track and paid for by Master Card also on 1/1/2020. The latest renewal of the iFit membership for enhanced workout programs was paid by **************** on August 16, 2023 in the amount of $ ******. On October 3,2023, the treadmill console stopped working and I have not been able to obtain satisfactory support from either Nordic Track or its associated iFit. When, in desperation, I asked to have a partial refund of the membership, I was told that it is not company policy to give refunds. When I asked for technical support, I was only given some ineffective suggestions over the phone. I feel that the company has no concern about helping its customers or following fair business practices.
Business Response
Date: 11/14/2023
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 regarding your case. They have confirmed that the membership comes a "pause" feature that is used for anytime you have issues with the machine, put it away for storage, can't afford it for a month etc and also can cancel the membership at any point. Because we did not hear from you with a request to do so, we are unable to offer a refund.
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.

If you wish to read more about the terms and conditions, please go to ***************************************************

You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Initial Complaint
Date:11/10/2023
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 purchased a Nordic Track Commercial X22i treadmill around August 2020 for home use. The treadmill worked well until January 2023. At that time, I began experiencing mechanical issues. The first issue I encountered was a treadmill belt not working. I contacted customer service because I had an active warranty. The representatives I spoke to had me troubleshoot myself. None of those solutions worked. Then a technician was sent to my house to diagnose the problem and ordered a new part. I waited weeks for the new part. The treadmill worked somewhat from around March until June. Then I began experiencing the issue again, along with a new issue - the monitor flashing off mid workout. I again reached out to customer service, who again sent out a technician (which took 2 weeks). The technician ordered a new monitor, which did not come until October. The new monitor does not work. I called customer service again and they are again planning to send a technician to fix the problem (of course, they ignored my repeated advisory that I have moved and am no longer at my old house and tried to sent a technician to my old house). I have now spent over 10 hours this year on the phone with customer service and have had a technician to my home at least 3+ times. I've had multiple parts shipped to me and none of them have fixed the treadmill. The treadmill is broken. I have a warranty and the company should have replaced the treadmill long ago. Instead, they force me to go through this endless cycle of calling, having a technician sent who subjectively determines whether a new part MIGHT fix the problem, waiting weeks for the part, and the part not working. Other than March to ***** I have not been able to reliably use or use my treadmill at all this year. This is not the purpose of a warranty - I want the company to replace my treadmill and stop forcing me to navigate a useless customer service loop that hasn't fixed my problem for A YEAR.
Business Response
Date: 11/10/2023
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.
In looking into your account, we can see an open service order that hasn't yet been completeled. We need to have the tech out to install the new part before we are able to consider our other options at this time. Please let us know once this service has been performed and the results from it.

Thank you

Customer Answer
Date: 11/15/2023

Complaint: 20852462

I am rejecting this response because it does not resolve my complaint regarding the runaround the company has given me the past 9 months. The technician you assigned to come look at the treadmill came this morning to look at the machine. The technician reviewed the entire product history and determined that there is no further service/no more replacement parts that could possibly fix the issues the machine is having. He told me that his official recommendation to NordicTrack/iFit will be to REPLACE the machine. He advised that he will upload his findings later today.
In light of this and the tortured history of maintenance issues I've had, I am requesting an immediate replacement of my treadmill with a NEW machine (not a machine that is put together from old parts - likely to put me back in the same position I am in now with a defective machine). If you cannot accommodate this request, then I am seeking a full refund. I have a warranty and you should be replacing this defective product.

Sincerely,

*****
Business Response
Date: 11/16/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
We are currently looking into our options. We will need a few things from you to add to your case. Can you please provide a picture of the machines issue, a picture of the machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Thank you
Initial Complaint
Date:11/07/2023
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.
The business refuses to provide any meaningful customer service, warranty or service for the commercial x32i treadmill, which is a $4,500+ piece of equipment. It has been over 3 weeks and still can’t get anyone on the line. Email requests and responses are meaningless and appear to be designed to refuse provision of warranty or service. Product stuck in decline position (unsafe to operate) and should be recalled if company can’t stand behind it. Also subject to a monthly fee that doesn’t stop during this time that nothing is being done.
Business Response
Date: 11/08/2023
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 was able to locate your account, however we do not have your machine registered to your account so we have no infomation on it, could you please provide the following infomation about your machine so that we may assist you further? We are happy to get this resolved for you but need to know the machine info so we may troubleshoot with you..
Serial Number:
Model Number:
Version:
Where Purchased:
Date Purchased:
We hope to hear back from you soon! Thank you
Initial Complaint
Date:11/07/2023
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 bought NordicTrack treadmill through ifit company approximately $ ****. Delivery was set for one week. Delivery was cancelled without notice. I requested for refund but ifit customer service offered a credit or ********************** membership extensions for free. When I told ifit to give me credit as they offer-they went silent. I sent another email to refund the money then customer service sent me same email offering credit or ifit memberships extension offer. **************** called me and scheduled second delivery but delivery company canceled delivery on the day of the delivery. I emailed ifit. They have not responded. NordicTrack is sold by ifit. They are not living up expectations. They dont follow on their offer. **************** is poor. Refund policy was never discussed as part of receipt. Return fee is used as deterrence for customer not to return an item.
Business Response
Date: 11/08/2023
Hello
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
This morning 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. We sincerly apologize for the experience you have had and would like ot offer you a free 6 month IFIT membership.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

Customer Answer
Date: 11/08/2023

Complaint: 20835416

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:11/06/2023
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.
On Sept 24th, I ordered a NordicTrack 1250 treadmill, which was delivered on October 6th. I opted for white glove delivery to have the treadmill assembled. Three weeks after receiving the treadmill, I began to experience problems with the tread belt.

I reached out to NordicTrack customer service on October 27th and spoke with a Rylee from the parts and service department. We conducted a series of troubleshooting steps, including sharing pictures to address the issue. At this point, I had not yet owned the treadmill for 30 days.

The representative informed me that in order to have someone come and fix the issue, I would be charged a service fee of $160, despite the extensive troubleshooting we had already completed. I found it unreasonable to pay for a repair on a product I had owned for less than 30 days.

Over the next few days, I called NordicTrack support on multiple occasions. I spoke with a representative named Ryan, who reiterated the service fee and suggested I contact their returns department on a weekday. I followed his advice and initiated a return request on November 3rd, all while respectfully requesting that the $250 return fee be waived. My justification for this request was the inability to resolve the issue through the proper channels.

On November 6th, I contacted NordicTrack support once again, speaking with a third representative. To my dismay, she stated that there was no record of the previous troubleshooting steps or picture submissions, even though I have an email confirming the exchange of these important details with the previous representative. According to her, fees are only waived when there is evidence of attempts to resolve the issue.

This situation is deeply frustrating and, from my perspective, appears to be a misrepresentation of the facts on NordicTrack's part. The lack of documentation from the previous representatives leaves me with returning the treadmill and incurring a $250 return fee in addition to a 10% processing fee.
Business Response
Date: 11/08/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine issues. 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 Returns department regarding the fees associated with the return. 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 *************************************************

With the shipping fee refunded, you are being refunded $1862.24. You will see this amount within the next 30 days or less. You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.
The refund process can take time to be completed. 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 call our Billing team at ###-###-####.
Thank you

Customer Answer
Date: 11/12/2023

Complaint: ********

I am rejecting this response because: I find it unreasonable to be charged a $250 return fee considering that your company has not fulfilled its responsibilities. I followed all the necessary steps concerning the treadmill, including contacting your support for assistance. It seems unjust for me to bear the cost of returning the item when your company hasn't made sufficient efforts to address the issue. It's been a week (lNov 6th), and the treadmill is still at my location (today Nov 12th) with no one having come to pick it up. I request a fair resolution to this matter. I would like the $250 return fee subtracted.

Sincerely,

********* *******
Business Response
Date: 11/13/2023
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.

On your account, we can see a return is in process for your machine. We have reached out to our Billing and Returns department regarding the fees associated with the return. 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 are unable to return fee's because the belt issue you experienced with the machine was repairable. The fee's apply due to the customers choice to send the unit back instead of having the unit repaired by manufacturer.
Thank you

Customer Answer
Date: 11/13/2023

Complaint: ********

I am rejecting this response because: Despite our attempts to address the issue, we were informed that having a technician fix the problem would cost $159, which seemed excessive given the short time we've owned the product. The representative in parts and labor couldn't provide a solution after troubleshooting and listening to the concerning sounds the belt was making.
Feeling stuck, we decided to explore a return option rather than incurring additional expenses. It's disheartening to feel caught between an unresolved problem and costly service fees, especially considering the bike has not functioned properly since its assembly.

Sincerely,

********* *******
Initial Complaint
Date:11/05/2023
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’m going to give this a try in hopes I get somewhere. I have been going around and around for a year and half to 2 years to try and resolve an issue with our S15i bike that is not working. The bike was purchased for my wife as I use a NordicTrack treadmill primarily. She got sick with MS shortly after we purchased it. About a year after that while it was barely out of warranty she decided to get back to exercising. We didn’t realize it had a much shorter warranty than our treadmill. This bike has been used less than 20 times, kept in a room but itself, and unplugged while not in use and while in use plugged into a surge protector. However, the screen will not turn on a few rides after she started using it again. The display is out and the bike is inoperable without it. We have tried all the troubleshooting techniques. We have been passed from department to department and this has gone on for well over a year. I asked a very reasonable request - please send a tech out without the service charge and whatever needs fixed sell the part to us at cost and we will either fix it ourselves with the part sold to us or if it’s above our capability pay to have it serviced. There is no way a bike used less than 20 times should be broke with how much we spent and how well we take care of our things. I can’t find anyone to help us. Hoping this gets us some help. You can literally see the bike is in brand new condition. I would hope they stand by your products better than that. We are now far out of our warranty because we haven’t been able to get help. Running has taken a toll on me physically and I’d like to use the bike as well. I feel it’s a reasonable compromise to send a tech out and tell us the part needed and selling it to us at cost. Serial Number and model are below. Any help is greatly appreciated. Thank you!

MODEL/SKU: NT COMM. S15i STUDIO CYCLE
SERIAL NUMBER: ************* PURCHASED AT: NORDICTRACK.COM
PURCHASE PRICE: $1551.03
Business Response
Date: 11/06/2023
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, Can you tell me more about the problems you are experiencing? 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. Before we start, has your machine recently been assembled? It is very common when your equipment has been recently assembled for wires to become disconnected or damaged during the assembly process. Here are some wires to check:
? 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 . Let’s 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? Refer to this video on how to check the LED lights. LED Blink Patterns on the Control Board - Treadmill
Please let us know if you have any other questions! We look forward to your response!

Thank you
Initial Complaint
Date:11/04/2023
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 purchased a brand new proform 9000 treadmill in Sept 2023, including a year app, ext warranty. It was delivered and assembled. It has over 20 scratches and dings, some are pretty significant. I was told I have to pay over $500 to return the machine or that they could replace SOME (not all) parts. This is not a matter of my changing my mind about the machine. It is a matter of my paying for a new machine and that not being what I received. I only want what I paid for which is a brand new machine with ALL new parts. When I called to resolve they just kept saying it was their policy. So their policy is more important than 1 customer satisfaction 2 fairness and 3 delivering a satisfactory product.
Business Response
Date: 11/07/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced regarding your machine. We completely understand where you are coming from on this matter.
After reviewing your account we can see that you have been in contact with one of our agents and a parts order has been placed to replace the damage on your machine. Your order number is ********** and a tech has been requested to install those for you. You may track it once it ships at www.ifit.com please allow 7-10 business days for shipping.
Once the parts have arrived the tech will be notified and will give you a call to set up your appointment. We apologize for all you have been through. We’re 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.

Customer Answer
Date: 11/07/2023

Complaint: ********

I am rejecting this response because:

I would like some time to make sure ALL of the damaged parts are the parts replaced. I would like to keep the case open until these have been delivered and adequately replaced. Surely you can understand that a level of trust has been compromised with the original delivery & installation.
Sincerely,

*** ******
Business Response
Date: 11/09/2023
Hi ***,
We completley understand! please keep us informed once the machine has been repaired.
Thank you
Initial Complaint
Date:11/03/2023
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.
My treadmill (and HUNDREDS of others) was bricked by a FORCED update! I did not lose power or internet, I have taken VERY good care of my machine. Its barely 2 years old! I paid to have a technician check out my treadmill only for him to tell me this is a common issue he has seen with the update BRICKING the machine. I have called, emailed, used chat and messenger on FB only to be passed around to a million people with NO solution other than pay $500 for a replacement! I followed every instruction, I have done every trouble shooting option imaginable! This is ridiculous.
Business Response
Date: 11/07/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced regarding your machine. We completely understand where you are coming from on this matter.
I am happy to get this resolved for you, I just need a few things to add to your case, you mentioned that you had a 3rd party tech out to inspect your machine, please provide a copy of the notes that he left for you stating the issue witht he machine and what he recommends replacing, also I need a few pictures of your console from you. Please send us two pictures one with the console turned off and one with the power on.
We hope to hear from you soon. Thank you
Initial Complaint
Date:11/02/2023
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.
August 28, 2023, contacted IFIT because a defect, (Pedal Leg broken). Parts were still under warranty. Service technician came out and discovered several other flaws/defects and ordered more parts.Parts arrived and I paid for the return trip to repair the unit. After scheduling the repair, the contractor changed the time twice before cancelling the repair job.Upon notifying IFIT both via website and phone of the cancellation, I was promised that another contractor would contact me within 48 hrs to schedule the repair. I have not been contacted and the repair has not been done. I am stuck with an elliptical that isn't usable and useless replacement parts.
Business Response
Date: 11/03/2023
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.
After reviewing your account and talking with our service mangament, we can confirm that additonal parts were ordered for you as of 11/2/23. They have ordered a connector arm to add to the list of parts they are wanting to replace for you to ensure your machine is repaired accurately. That order number is ICS9775600. Once those parts arrive the tech will reach out for scheduling. We can confirm that another tech was assigned to your case as of 11/2/2023 as well.If you have any additional questions please let us now.
Thank you
Customer Answer
Date: 11/17/2023

Complaint: 20815575

I am rejecting this response because:
First I was unable to respond to the previous email due to a death in the family. I have been very busy with funeral arrangement and other issues related to my father passing.

Second, I read IFIT's response and I have not been contacted by IFIT or the alleged contractor that is supposed to do the repair. I called several times November 13th with no results. My husband reached out to ********************* and was told that someone would contact us that day and no later than the next day. Again, we have not been contacted. This is exactly the same response he got from *********************** on October 30th.

As stated in my complaint, this issue was reported in August. We paid to have someone install the warranty parts. Rather than return the payment, IFIT has stated that they would extend the warranty as a result of the delay. I'm not interested in extending the warranty!

(Please note that my husband is recovering from knee surgery and was using the elliptical as part of his rehab.)

Thank you in advance for your time and consideration in resolving this matter.

Sincerely,

***************************
Business Response
Date: 11/17/2023
Hi *******,
I'm so sorry to hear about your father, my deepest condolences. I just reached out to our service coordinator who spoke to ***** over at the technican's service. She has assured us that they will reach out to you today for scheduling. Please let me know if you have any more questions.

Thank you
Customer Answer
Date: 11/29/2023

Complaint: 20815575

I am rejecting this response because:
I am not satisfied with the response provided.

Once again, I was promised that someone would contact me pretaining to the repair.

On November 17, 2023, a response was provided stating that "*****" in tech support would contact us pertaining to this issue. We have not been contacted. The requested refund has not been provided. At this point, the company has only provided a response to the BBB but has made no attempt to resolve this matter.

It has been over 3 months! On three seperate ocassions this matter was supposedly escalated within the company. Yet, the repair has not been done. Please refund my service fee and get this "junk" and all these boxes of parts out of my home!

Respectfully,

Sincerely,

***************************
Business Response
Date: 11/30/2023
Hi *******,
I'm sorry for the delay in getting your service call scheduled. I have confirmed with our service coordinator that you have been contacted by **************** and are scheduled for monday 12/4/2023. 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.

Customer Answer
Date: 12/04/2023

Complaint: 20815575

I am rejecting this response because: The unit was not repaired.
Upon inspection, the contractor was unable to repair the unit. He had to order more parts and was unable to remove the pedal from the arm, (the screws broke). He placed an order for more parts to complete the repair.
At this point, I am not sure if the unit can be fixed because the parts can not be removed.

Sincerely,

***************************
Business Response
Date: 12/05/2023
Hi *******,
I'm sorry you are still experiencing issues with your machine, we have gone ahead and ordered those additonal parts that the tech has requested. You will need to call into our member services to arrange your call back to have him install those for you. The best number to call is 1-833-680-iFit (****). As far as it being unrepairable that would need to be determined by the tech before we are able to look into other options. You new order number is ICS9795570 you may track it once it ships at www.ifit.com. Please let us know if you have any additonal questions.
Thank you
Customer Answer
Date: 12/07/2023

Complaint: 20815575

I am rejecting this response because:
The repairman did note that the unit needed to be replace.
Please re-read the comments.
Sincerely,

***************************
Business Response
Date: 12/08/2023
Hi *******,
After reviewing the tech notes again we can confirm that the tech did not state the machine needs to be replaced, the tech has asked for additonal parts Left petal leg key # **, Right petal base key# **, andLeft side shield key# **. We apolgoize for any confusion and can assure you these parts have been ordered for you and will be arriving soon.
You are welcome to reach out to our ****** Services at 1-833-680-H33363633373**23**331H (****) with any questions.
Thank you

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