Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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: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 
  
  

• Initial Complaint

  Date:10/10/2023

  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 FreeStride Trainer Elliptical from Nordictrack. In the last 6 months is has broken in a manner that could cause harm or injury to the user. The machine is poorly made and breaks frequently. On one occasion the frame broke causing the incline to drop rapidly. On another occasion, the glide belt broke causing the user to fall off the machine. I have lost serval weeks of time waiting for parts and repairs to this machine.

  

  Business Response

  Date: 10/10/2023

  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.
  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. as we did not hear from you regarding a refund or return within the first 30 days,  you are not eligible for a return, replacement or refund. The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents. You can go online at ************************************************************ to further review if you would like.

  
  We can see you called in on 10/8/23 regarding your machine. It does not look like you have an open part order for this, You may track it anytime at www.ifit.com, 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.

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

  
  

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20717839
  
  I am rejecting this response because:
  I have lost faith in the safety and durability of this machine. I request an additional 6 months extension on the parts and labor warranty. I have Experienced minor injuries during both machine failures. Unfortunately, both incidents happened well beyond the return period.  

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

  

  Business Response

  Date: 10/17/2023

  Hello, 

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you. 
  
  

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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've had the treadmill less than a year and it's quit working. I've attempted to contact the seller and they forward the information to ifit. Their customer support keeps asking me the same questions: Model #, serial #, name, and address. I've sent the information multiple times, and the continue asking. They asked me to work on the machine. I dont have tools or time to work on this thing. I've asked for a refund and the response: Please verity the model and serial number, and name/address. For $800 I could've gotten a gym membership and not had to deal with this issue.

  

  Business Response

  Date: 10/10/2023

  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.

  In looking into your account today, we were able to order parts for you and set up a service order as well. Your part order is **********. You can track that at the link below:
  ***************************************

  
  Your service order number is **********. The technician will be scheduling an appointment with you once all parts have been delivered. 

  
  Once your appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services department at ###-###-####.
  Thank you 
  
  

• Initial Complaint

  Date:10/09/2023

  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 proform performance 900i worked great up until yesterday when the screen went completely black after a UPDATE! There is also tons of people online saying that this has happened to them and they had to replace the console. The machine was gifted to me for my birthday last year do not have a receipt. The customer service was absolute trash. Was on hold for hours and all they said was your out of luck pay $481 for the console replacement :))) messaged them through social media and NOBODY was able to help me.

  

  Business Response

  Date: 10/10/2023

  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.

  We have set up a one time courtsey service order for you to have a technician come out to diagnose any issues with your machine, as well as diagnose what parts are needed to resolve the machine issues. That service order number is We have set up a service order for you to have a technician come out to diagnose any issues with your machine, as well as diagnose what parts are needed to resolve the machine issues. That service order number is **********. The tech will be contacting you soon to schedule an appointment with you.

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

  
  

• Initial Complaint

  Date:10/09/2023

  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 bought a S22SI studio cycle machine in 2021. A month ago the monitor went black and we can not get it to turn on. We were told this would cost us a service call (not covered) and pay for any device fees and parts. This machine was not cheap and is just over two years old. After looking online I see it is a common issue with this machine that isnt being looked into. No one with the company is willing to help us resolve this issue. I would be cautious

  

  Business Response

  Date: 10/09/2023

  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 reviewed your account and it looks like the machine is no longer covered under the manufacturer's warranty as stated in your user's manual in the limited warranty in the back it states your machine came with a 1 year labor and 2 years parts limited warranty. Your warranty has expired as of 4/17/2023. We apolgoize for he inconvienance, I am happy to check out your machine to see what's going on and to see if we can lead you in the right direction. Can you please send us a picture of the machine powered off and then the machine powered on. Is there any kind of back light? is there a bluetooth light on your console? does your power adapter have a green light on it? and have you done a pin hole reset? if not please do so by following the instructions in your users manual under the troubelshooting section. 

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

  
  

• Initial Complaint

  Date:10/05/2023

  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 purchased a Commercial X22i treadmill from Nordictrack in October, 2020. Since then, the machine has had frequent problems in which the belt randomly stops and starts when someone is walking or running on it - which luckily has not resulted in injury yet. The machine has been repaired 6 times since then, with the first problems beginning in May, 2021. As of the last repair (July, 2023), the machine does not even turn on. The machine is still under warranty. At this point, I do not want the machine repaired again for fear that it will simply stop working next month when it is no longer under warranty. Clearly, none of these repairs have solved the issue. I have asked Nordictrack to replace the machine in its entirety, or refund my purchase price. They have declined to do so and are opting for an additional repair. I am not confident in the safety of this machine with yet another repair. Machine no. NTL29019-NN530c0008132. Purchase 10/15/20 Ifit purchase 1/4/21 Reports re:belt issue 5/17/21, repaired 7/8/21 Report re: belt 7/4/22, repaired late 7/22 Report re: belt 11/5/22, not repaired until 2/7/23 - after multiple emails and phone calls.Ifit purchase 12/27/22 Report re: belt 6/12/23, repairs attempted twice. Machine is now non-operational.

  

  Business Response

  Date: 10/06/2023

  Hello-

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

  After reviewing your account, we can confirm that you are not eligble for a return or replacement at this time due to being outside the 30 day return window, we will need to continue with parts and service. We can confirm that parts were ordered on 10/5/23, these parts are parts that were recommended by our engineer. 

  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: 10/06/2023

   
  Complaint: 20701134
  
  I am rejecting this response because this machine has been repaired 6 times. At this time, I do not have confidence that it can be repaired and feel safe using it. I am requesting that it be refunded or replaced. 
  
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 10/10/2023

  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.

  
  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. With this information, you are not eligible for a return, replacement or refund.The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents. You can go online at ************************************************************ to further review if you would like.
  

  We will need to continue with parts and service at this time. Thank you