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:09/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Pro Form Carbon HIT H10 machine on March 8, 2023 from the Pro Form site. I paid $ 1, 539.20 which included an extender service plan that was extra. Serial number *************. The machine has been giving trouble sine April which was the first service call which involved a loud pop sound from the machine while using the machine. I later experienced the same problem in May 2023. This time a loud screeching sound when using the machine. Machine was supposedly repaired but same problem in July . Repaired again. Machine broke down again in August 2023 same problem. In between it takes a a good amount of time to be delivered. Two techs came out broke down the machine and found out not the correct part sent. Another tech came out August 20. He did not have the correct part yo remove a piece from the machine. He said he would come back out but never showed up. Another tech came out a few weeks later but he did not have the correct tool as well to pull of the part, He came back out on Sept 17 and spent over 5 hours to repair machine, Tech did work hard on getting it back up but after using it for 15 minutes the next morning the machine is still making the same loud squeaking sound. At this point, I am asking for my money to be refunded. This machine is faulty and is beyond repair.
.
Business Response
Date: 09/19/2023
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. Your 30 day return policy has expired. . . 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.
In looking into the service order you had set up, it looks like the technician states in his tech notes submitted less than 24 hours ago that the machine is up to manufacturer's specs. I have gone ahead and notified our service coordinator that your issue is still happening and to have the tech return. They will be contacting you for scheduling.
Thank you

Customer Answer
Date: 09/19/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****
Customer Answer
Date: 09/20/2023
The machine has a defect that is coming from the manufacture. I paid for a good working machine. I did not get a good working product. This seems to be a defective product that they are going to just let the consumer stick with it while they run off with my money. After several attempts , the machine is still not working properly. There should not be a loud squeaking noise coming from the machine that they justifies as working to their standards. I noticed that they did not even offer to replace the machine. Proform just wants to continue trying to fix an defective product. I should not have to pay one penny to replace a machine that was sold to me in bad working condition. I am asking for a refund.
Business Response
Date: 09/22/2023
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.
After reviewing your account it appears that your outside of the 30 day return window. A return/replacement is not an option.
We have reached out to our service team requesting that the tech return for an additional visit to further diagnose the current issue.
They will be in contact with you to schedule your visit.
Please let us know if you have any questions.
Have a great day!

Customer Answer
Date: 09/22/2023

Complaint: ********

I am rejecting this response because: A refund is the only acceptance I will take. If not I will have to proceed with legal action in this matter.

Sincerely,

***** *****
Business Response
Date: 09/22/2023
Hello,
We apologize, a return is not an option as you're outside of the 30 day return window. We must continue with parts and service.
Customer Answer
Date: 09/25/2023

Complaint: ********

I am rejecting this response because: Obviously, parts and service is not working after 3 failed attempts. The machine is effective and Pro form is not taking responsibility for selling a bad machine. Pro Form keeps saying return or refund is not an option but under certain circumstances they are options .

Sincerely,

***** *****
Business Response
Date: 09/26/2023
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 order to proceed with the best action we need to have the tech diagnose the machine. The tech will be contacting you for scheduling. Thank you
Customer Answer
Date: 09/26/2023

Better Business Bureau:

I will allow tech to look at the machine. A part was sent that does not have anything to do with the sound I am hearing. The sound is coming when you moving the machine. It gets louder as the machine continues.

Sincerely,

***** *****
Initial Complaint
Date:09/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a S22i in April 2021. After a few shorts months the screen broke and thankfully was replaced at no cost. I did have to pay a service fee. Now one day the bikes screen just randomly goes black and now will not go on. I tried some trouble shooting things like pin hole reset with no resolution. I contacted norditrack service and they pretty much couldn't help me. The cost to replace the screen with labor is almost half the cost of the machine. I see a ton of similar complaints regarding the same issue with this product and feel the company needs to find a resolution. I pretty much was told it may not even be worth purchasing the screen and just buy a new bike. Machine has less than 40 hours on it. Again the screen is not cracked or damaged. it literally just turned off one day and will not go back on.
Business Response
Date: 09/18/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account and previous history I just have a couple of troubelshooting questions for you, do you have a bluetooth light on your console that is still lit? and is there a green power light on your power adapter?
Thank you
Customer Answer
Date: 09/18/2023

Complaint: ********

I am rejecting this response because: I do not see a bluetooth light on but yes the green power light is lit. Like I said prior the screen literally just went black one day. The monitor also sounds different now. I've done some research on this topic and it seems as if there is a lot of complaints regarding this issue. This leads me to believe there is a defect with the machines if many consumers are experiencing the same problems. The screen is not cracked or broken it just turned off and never went back on. Prior to it turning off i did notice the numbers displayed in the time portion and rpm section was not displaying appropriately. If you would like to troubleshoot the machine with me I'll provide my number.

Sincerely,

******* ********
Business Response
Date: 09/19/2023
Hi *******,
Thank you for providing that infomation, Can you also please remove the motor hood. This can be removed by a few screws. Once removed, you will see a green control board with a red LED light on it. Please provide a video of the LED light pattern. Make sure you are not on the machine while running this test. You may email it to me at *************************.
Thank you
Initial Complaint
Date:09/14/2023
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.
After months and months of trying to reach Nordic track and Ifit, I received a new console a few months ago. It worked the first time I used it in April. I have not used the treadmill since then. I have been in and out of town. I went to use it today, and there is no screen again!!!!!! Once again, I cannot use this machine. I reset it
Nothing!! This has been a very expensive piece of junk!!!!!!!! Back to not being able to reach anyone.
Business Response
Date: 09/15/2023
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.
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.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 upright and your console, 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?
First let's power cycle the machine, make sure your power switch is turned to the RESET position and unplug the power cord directly from the wall. Let's leave it unplugged for 3 minutes, go ahead and plug it back in. Did this resolve your issue?
If not, with the machine off, can you move your belt by hand?
Let’s go ahead and remove your equipment motor hood cover on the green control board. Is your red LED light solid or blinking when the belt is running and when it is off? What is the light doing during both? 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
Does it blink consistently, or does it blink in a pattern? Such as blinks 4 times, pauses, then blinking 4 times again.( Please include a video of the LED blinking pattern for us.)
Please let us know if you have any other questions! We look forward to your response!
Thank you
Initial Complaint
Date:09/14/2023
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 my Nordic Track Commercial 2450 on 12/9/22 from Dick’s Sporting goods and have had a problem with it ever since it was delivered and professionally assembled on 12/28/22. After the assembly we learned that the incline didn’t work. I contacted ifit who said to call Dick’s. Dick’s sent out a tech to fix it and we thought we would be done with the service calls. Then in March 2022 the right fan went out and since then we have had multiple parts ordered by techs and delivered for different issues. Some parts have been installed and on some calls the wrong parts were sent. On 9/5/23 we called ifit to speak to a manager for a replacement treadmill at this point and spoke to Braiden B******** who said he was the supervisor for the product resolution team and stated “I will be working with my team and going over everything to see if we can find a final solution to this issue. If we can not see one then I will work toward a replacment machine.” He said that he would check in on that Thursday and we eventually received an email from him on the Friday, 9/7 stating, “I just got the tech well images but no notes with them. I am having the service department reach out to him to get the notes.” We haven’t heard from him since. At this point we have had 7+ service calls to my home scheduling around my work schedule. At this point I’m just fed up! We still don’t have a machine that is fully functioning after paying 2599.98 for it. My husband and I want a replacement. A fully functioning treadmill. The exact same model with no defects. My warranty ends on 3/18/24 and this needs to be resolved!

The attached picture shows broken plastic from under the treadmill due to a missing bolt that should have been placed during assembly. None of the techs caught it until the last call on 9/5.
Business Response
Date: 09/15/2023
Hi *****,
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 reaching out to Braiden as mention that he's your point of contact he has confirmed that we need to have the technician come inspect the machine before any further action may be taken. Once the tech has been able to look at the machine we will be able to proceed.
Thank you
Initial Complaint
Date:09/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have the Nordictrack Commercial 1750 Treadmill Model NTL14119.5 Serial No *******. I have been unable to use the machine for many months. I've reached out to NordicTrack/iFIT and don't know who else to ask, but no one ever reached back last time. My current case no. ********, still waiting. It flash alternates from white (ifit logo) screen to black. Nothing else beeps or works with the exception of the bluetooth button flashing. I can get the audio bluetooth ifit connection but nothing works. Not the buttons, not the belt, not the motor, nothing. Just screen flashing. This has to be a patch/firmware update issue. I can't use the machine, only used it about 75 times in all, shouldn't be broken already. Pls help.
Business Response
Date: 09/14/2023
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’d be happy to help get this taken care of for you. I would like to verify some information to make sure we have it correct on your account. Can you please verify your name and shipping address? Also, please verify the model number and version number of the machine? The version number is at the end of the model number. It comes after the decimal point. Will you please verify the serial number of the machine, as well as your date of purchase. Please also verify where in the home the machine is located. If you could send a short video or visuals of the issue as well so we can better assist you
Initial Complaint
Date:09/13/2023
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 purchased a Pro-Form Sport 5.5 treadmill through Best Buy on May 2,2023 for $606.31. It arrived May 6, 2023. I also purchased the 6 year extended warranty for $289.00. After assembly, it stopped working within 30 seconds. I contacted Best Buy, who told me to contact the manufacturer IFIT. It has been over 4 months and the treadmill still isn’t operable. IFIT subcontracts with fitness equipment repair service technicians to repair treadmills. A technician has been sent to my home 4 times. Thus far, the motor, the incline motor, the controller, the console, the upright wire, and other wiring have been replaced. Although the last technician requested another console, IFIT hasn’t approved it or shipped it. I have called IFIT at least 3 times. The last time, they told me they would replace the treadmill if the the most recent technician couldn’t fix it. They did not fulfill that offer. I would like a replacement, agree 1 year IFIT membership, and free assembly of the replacement. I am fed up.
Business Response
Date: 09/14/2023
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 service history, we have gone ahead and ordered you a new console. Your order number is ********** I've also upgraded the shipped so that it arrives faster for you. You may track it at www.ifit.com once it ships.
Thank you
Initial Complaint
Date:09/11/2023
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.
Jan 2023 my X32i commercial treadmill stopped operating after less than 200 workouts. It would shut down when the speed was set to 6 or higher. Multiple phone calls to the company have provided poor customer service often they do not know which department to send me to and I can be handed off 5-8 times. A typical phone call takes 1.5-2 hours. I have spent about 50 hours on the phone with them. Four technician visits multiple parts have been sent. It has been broken for 9 months now. I believe that it is not repairable and that it is a substandard product which is not worth the $5k that I spent on it. They are evasive on the phone often dragging their feet to get things done. The first technician they sent was non-responsive to phone calls and text messages. Eventually he did show up but could not fix the problem. The second technician managed to get the belt turning again, but the same shut down in the middle of the workout problem persists. I do not believe that Ifit/Nordictrack have any intention of fixing the treadmill. I believe they only want me to stop pestering them to fix it, or to pay for monthly Ifit fees. I want them to take their product back and refund me. This product is a lemon.
Business Response
Date: 09/13/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.

If you have any further questions, please contact our iFit software team directly at **************.

Thank you

Customer Answer
Date: 09/13/2023

Complaint: 20588178

I am rejecting this response because:
It does not address my issues which is to say that the treadmill is inoperable, the technician cannot fix it, and it needs to be replaced or I need to be refunded. We are past the point of having me troubleshoot the equipment for Nordictrack. Additionally, I have been unable to get in touch with the customer service representative assigned to me. I have been told that there is no direct way to contact them. This means that if I call the company I will get pushed around their call system, sometimes to 6 or 7 different departments. I have no confidence in their ability to fix the problem. I want my money back.

Sincerely,

***************************
Business Response
Date: 09/15/2023
Hi *******,
I've just spoken to our software team and they have confirmed that they were able to repair your machine and it's all in working order now. Please let us know if the issue arises again.

Thank you
Customer Answer
Date: 09/16/2023

Complaint: 20588178

I am rejecting this response because:
The treadmill is still broken. Within 10 minutes of running on it in any mode it completely shuts off and needs to be unplugged and re-plugged in to start up again. It would not be completely accurate to say that the technician fixed the problem. We only managed to get past the white screen by doing a full restart. This problem has been the same since December of *********************************** Jan 2022. Here is a copy of the message that I sent to iFit after they asked me to attempt to run on it again.
Stormy,

Sincerely,

***************************
Business Response
Date: 09/18/2023
Hello,
I'm sorry to hear of your expereince you have had, it looks like you have a service request for a tech to come out to inspect your machine as of today 9/18. Are you confirming that the tech has already been out?

Thank you
Customer Answer
Date: 09/20/2023

Complaint: 20588178

I am rejecting this response because:
No, the technician has not contacted me. If we are talking about the technician that works for EPH Cyclery, he has been difficult to get in touch with in the past ignoring my texts and phone calls. I requested a different technician after the ticket was incorrectly closed out and the same shut down problem resurfaced on the first attempt to use the treadmill. Even if a technician looks at the machine I don't think they will be able to fix it as there is something fundamentally wrong with it. It either needs to be fully replaced or I need to refund all or a portion of the $5000 I spent on this machine. How much more time, energy and money should Nordictrack and I spend on this problem before we just resolve it?
Sincerely,

***************************
Business Response
Date: 09/22/2023
We apologize, we have escalated this further to make sure you're contacted as quickly as possible.
We apologize for the delay and appreciate your patience as we work to get this resolved as quickly as possible.
Customer Answer
Date: 10/04/2023

Complaint: 20588178

I am rejecting this response because:Jan 2023 my X32i commercial treadmill stopped operating after less than 200 workouts. It would shut down when the speed was set to 6 or higher. Multiple phone calls to the company have provided poor customer service often they do not know which department to send me to and I can be handed off 5-8 times. A typical phone call takes 1.5-2 hours. I have spent about 50 hours on the phone with them. Four technician visits multiple parts have been sent. It has been broken for 9 months now. I believe that it is not repairable and that it is a substandard product which is not worth the $5k that I spent on it. They are evasive on the phone often dragging their feet to get things done. The first technician they sent was non-responsive to phone calls and text messages. Eventually he did show up but could not fix the problem. The second technician managed to get the belt turning again, but the same shut down in the middle of the workout problem persists. I do not believe that Ifit/Nordictrack have any intention of fixing the treadmill. I believe they only want me to stop pestering them to fix it, or to pay for monthly Ifit fees. I want them to take their product back and refund me. This product is a lemon.
Sincerely,

***************************
Business Response
Date: 10/04/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. 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. Your ********************************************************************************** return within the first 30 days. 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.
If you are still experiencing any issues with your machine, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue. Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 10/07/2023

Complaint: 20588178

I am rejecting this response because:
I was told that NordicTrack could replace the machine under the manufacturer warranty. The machine is not repairable. I have had 5 technician visits, and multiple parts have been replaced. If you cannot refund the full price of the treadmill then I request you replace it entirely.

Sincerely,

***************************
Business Response
Date: 10/10/2023
Hi *******,
Thank you for reaching out to us, I have confirmed with mangament that a product replacement will be requested by the end of the week. We apologizefor all you have been through and we can assure you that we will get this resolved as quickly as possible.
Thank you
Initial Complaint
Date:09/10/2023
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.
The update which was required ti be installed to my proform studio bike in perfect working order has rendered the bike unusable. I pay for a subscription for your services and now tye bike is basically an expensive paper weight. I spent hours trying to reach tech support did the pin reset and it did not work. I want a refund so I can purchase equipment that actually works.
Business Response
Date: 09/12/2023
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.
After reaching out to our IFIT software managment they have confirmed that they were able to find an account under a different address and do not see any kind of communication from the member. We are requesting a little more info from you so that we may able to get his taken care of for you. Please send a picture of what the console is showing and what exactly is happening, Also any kind of documentation you have regarding any communication with our agents.
Thank you
Initial Complaint
Date:09/10/2023
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 have a NordicTrack treadmill model number NTL14115.2, serial number *************. After recently replacing the motor for $763..00, the software stopped working due to an Ifit update therefore the treadmill will not work, not even in manual mode. The entire treadmill is dead. I tried resolving with both NordicTrack and Ifit we were told our treadmills software is no longer supported so would have to purchase a new one. This was a perfectly functioning treadmill up until the software update. I am disappointed (to say the least) that I own a treadmill that cannot function (and that I just put another $763.00 into it) simply because the software is not compatible with the update. I would like a monetary resolution so I could put this money toward a new piece of equipment.
Business Response
Date: 09/11/2023
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 reaching out to our software mangament they have confirmed that any updates that we have perfored did not break any of the consoles. With this, there may have been a firmware update that is automatically done by android, that could have caused issues, but with the software discontinuation that was released, it would not have affected use of the machine in manual mode. Unfortunately we do not troubleshoot these machines anymore.
You are welcome to reach out to our **************** at 1-833-680-iFit (****) for a 20% off discount on a new, upgraded, machine.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:09/09/2023
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.
December 16 2022 Purchase 4,722.69 NORDIC TRACK x32i COMMERCIAL TREADMILL

February 16 2023, Treadmill started shutting off in the middle of a run. First call into customer service. Representative was untrained and didn’t know how to help me. Representative informed my I had to pay for service tech to come (however still under warranty). March 6 2023, Call again and different tech said they will send a tech and cover the repair under warranty. Customer service informed me I must replace a wire to the screen, I said I am not a tech and they will have to do it. Part was ordered and on backorder. April 25 2023 Nordic track tech comes and diagnoses problem and performs repair of wire. Problem still occurring. Orders new mother board. May 9th 2023, service tech returns to install part. Problem still occurring. May 29th 2023, service tech returned and checks to see if the unit is on a 20 amp circuit dedicated to just the machine and it is. Checks to see if machine is on surge protector, it is. June 1st 2023 treadmill is still shutting down mid run causing a hazard. June 20th 2023, tech speaks to a Nordic Track tech, they recommend replacing the motor, part is ordered. July 9th 2023 part comes in, July 11 2023, service tech returns and installs new motor. Problem still occurring. July 13th 2023 service tech informs me that Serena B***** from nordic track (true concepts) voided our warranty because it appears to be in a commercial setting.

The treadmill is the x32i Commercial. I spent 4,722.69 for a commercial treadmill to be told its not commercial.
Business Response
Date: 09/11/2023
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 viewing your account, I can confirm that the action taken was the accurate action. As stated in your limited warranty in the back of your user's manual it states: This warranty will automatically be voided by the following conditions: (1) if the product is used as a store display model, (2) if the product is purchased or transported outside the USA, (3) if all instructions and warnings in this manual are not followed, (4) if the product is abused or improperly or abnormally used, or (5) if the product is used for commercial or rental purposes. No other warranty beyond that specifi cally set forth above is authorized by ICON.
If you wish to continue with repairing your machine you will need to reach out to our non warranty department at ************** (****).
Thank you

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