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

2,165 total complaints in the last 3 years.
218 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:11/06/2023
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
Initial Complaint
Date:10/31/2023
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 am a very loyal iFit/Nordictrack customer and have 3 current machines including a 2950 Commercial Treadmill, s22i Bike and Fusion. I also have active service plans on all of them through iFit (who uses Icon). For my 2950 Treadmill (spent $3,000), when it was delivered 2 years ago, the fans did not work out of the box. I called and NordicTrack/iFit sent someone out to replace the dead fans. Later in the first year, one of the two fans died and again no problem, NordicTrack/iFit sent someone out to replace the dead fan. Now today ~ 2 years old, one of the fans is not working again and incredibly noisy. I called Icon Fitness who I bought the $500+ service plan (valid through 2027) through iFit and the representative said they do not cover fans because they “are not needed to use the machine”. I told him about the past fan issues and he said the manufacturer covers fans, but the $500 extended warranty I purchased does not. I explained to him that the fans are built into the machine and are extremely loud, so I am having issues hearing my workouts. He said “they still would not cover it because there is a headphone jack and I could simply not use the speaker and plug in headphones”. What?!?! He also said “he personally recommends just putting another fan on the ground because the treadmill fans really are not that good anyway”. For someone who has spent $8000+ on new exercise equipment from iFit and $1000+ in service plans in the past couple years, this was just terrible customer service. The fan IS a part of the treadmill and this is the 3rd time it has broken. I hope iFit makes this right and contacts me.
Business Response
Date: 10/31/2023
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, we have gone ahead and ordered you new fans and requested a tech to come install them for you. Your order number is ********** you may track it once it ships at www.ifit.com. Once the part arrives the tech will be notified and will reach out for scheduling.
If you have any questions, you can contact our Member Services at ************** (****)
Thank you.
Customer Answer
Date: 11/03/2023

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 as long as the fans arrive as promised and the technician comes out to install the fans as promised.
On a personal note- I have been such a loyal customer to you spending so much money in the past couple years. I wish you just took care of me when I called in for service. Thank you for ordering the fans and sending the tech out.

Sincerely,

******* *********
Initial Complaint
Date:10/18/2023
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 NordicTrack Commercial S22i Studio Cycle on October 12, 2022. This bike has a 1 year parts and labor warranty. In September 2023 (before the warranty ended) the bike started making noises and clicking sounds so I contacted iFit support on September 19, 2023. I received an email back with a service order number (********) saying a representative would be in contact with me. I received no contact. I emailed again and again with no contact. I called multiple times and was told 5 times that my case would be escalated and that I would hear from someone within ***** hours. Not one time did I hear from anyone. It has now been about a month and I have no resolution.
Business Response
Date: 10/19/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
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 ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 10/19/2023

Complaint: 20749341

I am rejecting this response because: I have been told this exact same resolution at least 5 times in the past *********************************************** I have been told my case has been escalated at least 5 times (I was even told by one agent that it was "double escalated" to two different departments. I was told yesterday by ************************* of iFit that a service tech would reach out today and she promised she, herself, would call me by 4:00pm mountain time and I have heard NOTHING AGAIN! I've been told 3 times that they are reaching out to a new service company and then I would definitely hear from someone and every single time I have not heard one thing from anyone!!! It is ridiculous that I cannot get someone to come fix my bike (which is under warranty) within a month's time. I have been lied to by various agents and when I ask the new agent about the last, they say I'm sorry, I don't know why they told you that. I am very upset with iFit and entire customer service department.

Sincerely,

***************************
Business Response
Date: 10/20/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
We did have this escalated and you will be contacted soon for scheduling.
Thank you!
Customer Answer
Date: 10/20/2023

Complaint: 20749341

I am rejecting this response because: I have already been told that my case has been escalated 5 times. This means nothing. Nothing ever happens and no one ever contacts me. This is the 3rd time THIS WEEK that I have been told my case has been escalated. It is ridiculous. On Monday, October 16th I was told it was escalated and I heard nothing. I called again on Wednesday, October 18th and I was told it was escalated again and I was promised by ************************* that I would hear something on October 19th and again I heard nothing. And now today, the 20th you are telling me again that my case is escalated. By this time and after being "escalated" that many times, I should be speaking directly with the manager of iFit over customer support or even the *** of ********************** Commercial, ***************************. Actually in this amount of time I should have been escalated to the company ***, *********************. The fact that it has been over a month since I first contacted iFit (September 19, 2023) to have my bike fixed under warranty is completely unacceptable.

Sincerely,

***************************
Business Response
Date: 10/23/2023
Hello *******,
I apologize for the delay in getting the tech to contact you, our service coordinator has confirmed that the tech has reached out to you and you are now scheduled for 11-6-23. 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: 10/30/2023

Complaint: 20749341

I am rejecting this response because: I have spent so many hours reaching out through email and through phone calls and the amount of times I have been lied to since September 15th when I sent my first email to support that this does not feel like an appropriate resolution. I expect more from your customer service. I feel like in good faith moving forward you would offer me more than the month of membership that I have lost. I would hope you would offer me another year of membership to make up for the hours and hours I have spent trying to get someone to come fix my bike.

Sincerely,

***************************
Business Response
Date: 10/31/2023
Hi *******,
We apologize for all you have been through, We have gone ahead and added 6 months to your IFIT membership. Your new expiration date is 5/20/24
Thank you
Initial Complaint
Date:10/13/2023
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.
Since February 2023, we have been filing claims with NordicTrack warranty department to fix our treadmill. We have had about 5 technician visits and repairs. Every single piece of the treadmill has been replaced since February and it still does not work. After another attempt to call and see what they are going to do since we are paying for this treadmill, they need to have the technician out again to re-confirm that it does not work even after the technician witnessed himself and stated there was nothing else he could do and no other pieces to replace as all have been replaced. This has been 8 months that we have paid for a treadmill that is a lemon and they will not send a new one or offer us a refund and to come get their lemon treadmill. I am tired of having to hassle with them to do what is right.
Business Response
Date: 10/17/2023
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, after reviewing your account we can see that your current issues have been sent to our engineer for further evaluation, please allow 24-48 hours for them to review your case and determine the next steps in the process.
Thank you
Customer Answer
Date: 10/17/2023

Complaint: ********

I am rejecting this response because:
This has not been a singular issue. We have exhausted all of our options in dealing with this matter. We have received a lemon and we want it corrected immediately. This matter has been delayed long enough. What your response was here is exactly what has been going on since February.

Sincerely,

***** ********
Business Response
Date: 10/19/2023
Hello,
I'm sorry for the frustration you have experienced. We were able to go through your case with our engineer in which they have decided to go ahead and send a power switch and have the tech install it. Your order number is **********. You may track it once it ships at ************. after the tech has been there and performed this action if the machine is still having issues we can further review your case and what options we have available. Our engineer has also said the machine needs to be in a tempature controlled area as stated in your users manual as this will void the warranty if not done so.
You are welcome to reach out to our Member Services at ***** *************** with any questions.
Thank you
Initial Complaint
Date:10/11/2023
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.
On December 10, 2016, I bought a Nordictrack Commercial 1750 treadmill directly from Nordicktrack (Order # *********). I also purchased white glove in-home delivery and assembly. This unit worked fine until around 2021, when the unit became difficult to boot up to a screen that enabled me to actually use the machine. I suspect it was caused by at least one or more iFit software updates, which have also caused problems for many other people. I tried to resolve the boot up issues with phone calls to iFit and Nordictrack, but any and all solutions they offered did not fix the issues. Yesterday when I tried to use the machine, all it does is get stuck at a screen that says "Android". The machine is now totally non-functional. I am very unhappy now that a product I paid over $1,800 for is totally unusable. I would like to respectfully ask Nordicktrack to repair my treadmill at no cost to me, or provide me with replacement parts that I can use to repair it myself.
Business Response
Date: 10/13/2023
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 get this resolved for you, please send us two pictures of the screen, one with the machine turned off and one with the machine turned on. This will help us determine the issue with the machine.
Thank you
Customer Answer
Date: 10/13/2023

Complaint: ********

In response to your request for a picture of my treadmill screen when the treadmill is turned off, as well as one when it's turned on, please see attached.

Sincerely,

***** *****
Business Response
Date: 10/13/2023
Hi *****,
We apologize for the confusion, the photos show us that this is not a software related, it's hardware issue related to the firmware. that being said because your warranty has expired due to the limited warranty stated in the back of your user's manual any parts assoicated with repair after the limited warranty has expired is a responsibility of the purchaser. We apologize, but parts will not be covered under warranty. If you wish to purchase a new console you may purchase one on our website at *******************
Thank you
Customer Answer
Date: 10/13/2023

Complaint: ********

I am rejecting this response because: While I'm sure you would like me to pay over $800 for a new console, I choose not to. Rather I will not buy another Nordictrack product ever again, nor recommend your products to anyone else. Curiously, I've found another person on Facebook marketplace that's selling my same exact model because they have a motor or motor controller problem, but their console still works fine. They told me they never connected their treadmill to the internet, and I suspect that's why they don't have problems with their console today. I've read that faulty iFit software updates corrupted firmware in many of your customers' exercise products, and I believe my treadmill was also a victim.

Sincerely,

***** *****
Initial Complaint
Date:10/11/2023
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.
My treadmill (and many many others) was bricked in an update. I did not lose power. I did not lose internet. I followed all of the instructions to a T.

This company pushed a bad update and is asking for hundreds of dollars and months of waiting for a resolution. I have called numerous times and am placed on hold for hours and never responded to.
Business Response
Date: 10/13/2023
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 today, we see you have been in contact with one of our agents and they were able to order parts for you. Your part order is **********. You can track that at the link below:
***************************************

if you have any further issues with the machine, please reach out to our Member Services department at ###-###-####.
Thank you

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

iFIT is BBB Accredited.