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 ComplaintThe 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:09/09/2023
Type: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.
Purchased equipment on January 15, box states it comes with 1 year of ifit membership. No code given, I have contacted the business and never received any response. I then purchased my own membership at $39 monthly and continue to be billed however the equipment resets and now will not connect with my paid membership. I can't cancel and again I get no contact back.
Business Response
Date: 09/11/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.After reaching out to our membership mangament, they have confirmed that they have followed up with you today 9/11/2023 in regards to your issue. They are needing a proof of purchase so that we can get that added for you. Please send in a copy of your receipt.
Thank you
Customer Answer
Date: 09/13/2023
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.
Sincerely,
**** ********Initial Complaint
Date:09/08/2023
Type: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.
-unauthorized charge -told we had a free trial, did not know we were going to be billed yearly without our knowledgeBusiness Response
Date: 09/08/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
In looking into your iFIT account this morning, the charge you received has been refunded. please allow **** business days for the refund to reflect your account. You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.Initial Complaint
Date:09/07/2023
Type: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 SPENT COUNTLESS HOURS TRYING TO GET THIS COMPANY TO REMOVE ALP OF MY CONTACT INFO FROM TJEIR WEBSITE!!!!!!! I AM GETTING HARASSED BY EMAIL AND NOOOOO ONE WILL REMOVE IT!!!! THIS IS HARASSMENT! This is illegal!!!!!!! GET ME OFF YOUR SYSTEM AS IT IS MY GOD **** RIGHT!!!!!!!!Business Response
Date: 09/08/2023
Hi *****,
We apologize for your expereince, unfortunantley we are unable to request that your infomation to be removed we can connect you with the place to do so. You may reach out to ********************************** to request your name be removed, You may also go to www.ifit.com to unsubscribe from our emailing system.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you.Initial Complaint
Date:09/06/2023
Type: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 NordicTrack space saver SEi9 has stopped working. Once the paid subscription stopped it, the machine no longer functioned as it should. The incline and resistance are not adjusting. It is not reading speed, distance, cadence or anything.Business Response
Date: 09/07/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.I was able to locate your account, however I can see that we do not have your machine infomation available. Please provide:
Serial Number:
Model Number:
Where Purchased:
Date Purchased:Thank you
Customer Answer
Date: 09/07/2023
Complaint: 20563541
I am rejecting this response because: there is not a resolution. They are requesting information which I will provide to you.model: NTEL14421.1
serial: *************
date purchased: 1/31/22.
order #: NT10435444
purchased by ***************************
Sincerely,
*****************************Business Response
Date: 09/07/2023
Hi *******,
I have the account under a ************************* Is that a good name?
Thank you
Customer Answer
Date: 09/07/2023
Complaint: 20563541
I am rejecting this response because:
No. The name for the account is ******************************
Sincerely,
*****************************Business Response
Date: 09/08/2023
Hi *******,
Thank you for verifying that infomation, I was able to go ahead and request a technician to come out and diagnose your machine along with order any parts needed. We sincerly apologize for the issues you have had regarding your machine. Please allow 3-5 business days for the tech to reach out for scheduling.
Thank you
Customer Answer
Date: 09/14/2023
Complaint: 20563541
I am rejecting this response because: no one has contacted me yet to schedule repair.
Sincerely,
*****************************Business Response
Date: 09/15/2023
Hi *******,
I'm sorry for the delay you are experiencing. 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 youCustomer Answer
Date: 09/20/2023
Complaint: 20563541
I am rejecting this response because: the part has now been ordered and Im being told by the ifit rep that I will have to pay for the technician to come back and put the part in.I have now also been paying for another month of ifit classes that I cannot use because my machine is not working.
Sincerely,
*****************************Business Response
Date: 09/20/2023
Hi *******,
I'm sorry for the expereince you have had, I have gone ahead and requested a one time courtsey technician to come install the control board for you. The tech will reach out for scheduling once your part arrives. Please let us know if you have any further questions.
Thank you
Customer Answer
Date: 09/27/2023
Complaint: 20563541
I am rejecting this response because: it is unknown if the part will fix the issue. It has not been received or installed yet.This month long issue has now also prevented me from using my machine or ifit classes that I pay for.
Sincerely,
*****************************Business Response
Date: 09/27/2023
Hi *******,
After tracking your part it looks like it's due to arrive today 9/27/23. Your tracking number is 4203303292748901303938583004944337 via ***** Please let us know if you have any further questions.
Thank you
Customer Answer
Date: 10/02/2023
Complaint: 20563541
I am rejecting this response because:item has been received. Do I contact the same technician again or will someone else contact me to install the part?
Sincerely,
*****************************Business Response
Date: 10/04/2023
Hello-
We are glad to hear you have received the parts! As of today we have asked the service coordinator to have the technician contact you for scheduling. They should be reaching out to you within ***** business hours for scheduling.
Thank you!
Initial Complaint
Date:09/06/2023
Type: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 renewed my annual subscription with iFIT. One month later, in November 2022, iFIT charged my credit card for $510.84 for an additional year of annual subscription. I did not request this nor was I notified of this charge. I just noticed it when I logged into my iFIT dashboard to inquire about a problem with my husband's account. He cannot access his account.
I reached out to iFIT but since it's past 30 days, they will not refund the money.
I believe this is the equivalent to stealing. They should not take money from me without any sort of notification or request.
I am requesting a refund of $510.84Business Response
Date: 09/08/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.In looking into your iFIT account this morning, it looks like the charge for the renewal was after 1 year not 2 we are only able to auto renew after 1 year. Our membership mangament has confirmed this charge was a manual charge by someone on your account. As we did not hear from you within 30 days of this charge, we are unable to offer a refund.
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ###-###-#### DURING REGULAR BUSINESS HOURS.” If you wish to read more about the terms and conditions, please go to ****************
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 09/08/2023
Complaint: ********
I am rejecting this response because: What iFit says is untrue. Since I had already renewed for a year just two months earlier, I would not have renewed again for another year at full price. This charge was made without my knowledge or my wishes. Again, I am asking iFit to refund me for the $510.84 they unlawfully charged me and remove the extra one year of membership.
Sincerely,
********* *****Business Response
Date: 09/11/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.After reviewing your account and reaching out to our membership mangament we have confirmed that our records do not show us renewing on your behalf. It was manually done by someone who has access to the account
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL (866) 608-1798 DURING REGULAR BUSINESS HOURS.”
If you wish to read more about the terms and conditions, please go to *********************************
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:09/05/2023
Type: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 problem is the lack of available workouts on the Vault. I purchased the Vault complete in 2021. Per the NordicTrack website: "The library of workouts led by iFIT personal trainers is ever expanding and provides an unparalleled variety of strength training workouts. Plus, with new workouts added every day, there is always a new iFIT strength workout for you no matter your fitness level or goals." This claim is totally false. In at least the last year, there have been no new workouts added to the machine. I have seen many new workouts added on the IFIT app on my phone, but nothing has been added to the Vault. I see that the Vault machine has been discontinued and I am assuming that is why updates of new workouts have stopped. Thinking my machine just wasn't updating properly, I contacted support and after numerous emails back and forth and trying several updates, I was informed that no workouts have been added, but "we're working on getting more workouts available." I don't believe this is a true statement. More months have now passed with no updates. Why can't you make the workouts that you have added to the IFIT phone app available on the Vault?Business Response
Date: 09/06/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.I have gone ahead and reached out to our IFIT software mangament regarding your complaint and they have confirmed at this time, we are only providing maintenance updates to these machines and do not have any ETA as to when/if workouts for the machine will be added in the future.
If you have any questions, you can contact our Member Services at ************** (****)
Thank youCustomer Answer
Date: 09/11/2023
Complaint: ********
I am rejecting this response because:iFit falsely advertised that new content would be available on the Vault. I relied upon this advertising in making my purchase decision, both for the Vault and the continued membership. iFit continues to advertise new content is regularly added even though the response to my complaint indicated that no new content is promised, EVER. I have continued paying my membership for approximately 2 years believing that new content was coming.
Since iFit will not be adding new content to the vault, iFit should at the very least allow iPhone app users to screencast content from iPhone to the vault, or allow some other means to access iFit workouts available on other devices on the vault.
Otherwise, I would be satisfied with a 50% refund of my vault purchase since I got limited use out of it and you knowingly mislead myself and others with the false advertisement.
Sincerely,
***** *******Business Response
Date: 09/12/2023
Hi *****,
In regards to our advertisement, we do release new content on a regular basis. We just released a new series of Australia with Tommy R***. In regards to a refund, you are outside of your refund policy and can't honor any kind of refund. We can honor a 6 month extension on the membership but that is all we can do at this time.
Thank you
Customer Answer
Date: 09/15/2023
Complaint: ********
I am rejecting this response because:You claim your advertising is not false because you recently added a "new series of Australia with Tommy R***." I checked and of course, that isn't for the Vault. It's made for bikes, elliptical and treadmill, NOT the vault. You have in the past, and currently still area, advertising on your website that content for the vault is being updated, but it is not and hasn't been for at least a year, possibly for the entire time I've owned my vault.
Therefore, I am again asking you to come up with a way to screen cast or stream new strength training content that your company has available on other machines onto my Vault, or give me a 50% refund on my vault because you stopped adding content shortly after I purchased it, possibly before I purchased it. I bought the vault based on your company's assertion that new content would be continually updated, but that's just not true.
Please provide dates and titles of any new content added to the Vault in the past two years.
Sincerely,
***** *******Business Response
Date: 09/19/2023
Hi *****,
We apologize for the frustration you have experienced, After reaching out to our software mangament they have confirmed that we just released a new vault workout last month called "Power Hit and Strength Series" by Charles R***. Release date is 8/20/2023. We can assure you that we release new content for all machines.
Thank you
Initial Complaint
Date:09/05/2023
Type: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 proform elliptical runner model ***********. After a year of having the machine it began squealing. I filed complaints with their warranty company and had them come work on it which never fixed the problem. Today the frame broke on the ramp which was the part that was squealing. I called and they refuse to cover the machine under their 10 year warranty. They claim the condition of the machine because there is rust. I reported that to their technicians when they were in my home and was told not to worry about it.Business Response
Date: 09/06/2023
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 will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Customer Answer
Date: 09/08/2023
Complaint: ********
I am rejecting this response because:Here are the requested pictures. The elliptical has been in my finished basement since I received it in April of 2020. I do not have a receipt but when I called they were able to find my purchase from my phone number ###-###-####.
Sincerely,
******** ********Business Response
Date: 09/08/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery. We completely understand where you are coming from on this matter.After reviewing your case and conversing with our managment they have confirmed that we are unable to offer a replacement at this time due to the conditions of the machine as stated in our limited warranty in the back of your user's manual ICON Health & Fitness, Inc. (ICON) warrants this product to be free from defects in workmanship and material, under normal use and service conditions. The frame is warranted for the lifetime of the original ICON is not responsible or liable for the following damages: (1) indirect, special, or consequential damages arising out of or in connection with the use or performance of the product; (2) damages with respect to any economic loss, loss of property, loss of revenues or profits, loss of enjoyment or use, or costs of removal or installation; or (3) other consequential damages of any kind. Some states do not allow the exclusion or limitation of incidental or consequential damages. Accordingly, the above limitation may not apply to the customer.purchaser (customer). Parts are warranted for three (3) years from the date of purchase. Labor is warranted for one (1) year from the date of purchase. This warranty extends only to the original purchaser (customer) and is not transferrable. ICON’s obligation under this warranty is limited to repairing or replacing, at ICON’s option,
If you have any questions, you can contact our Member Services at ************** (****).
Thank youCustomer Answer
Date: 09/11/2023
Complaint: ********
I am rejecting this response because:The only moisture this product was exposed to was sweat. I find it hard to believe you produce a product that can’t stand up to sweat when the product is meant for working out. The frame is supposed to be covered. Sweating is normal use. Your companies failure to address the issue on your multiple visits to fix the problems I reported.
Sincerely,
******** ********Business Response
Date: 09/12/2023
Hello,
We apologize, due the extreme amount of rust, we cannot provide a replacement. The condition of the machine is clear that this has not been well maintained or in a temperature controlled enviorment as stated in your user's manual under the maintance section we recommend cleaning the whole machine after every use with a damp cloth and a small amount of mild soap. The pictures provdided show us that this machine has not been maintaied as directed. We will not be offering a replacement at this time.
Thank you
Initial Complaint
Date:08/31/2023
Type: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 an older treadmill that I purchased because of promises made by the company. Supposedly the hardware is no longer supported which would be okay but the existing software is also gone. Plenty of companies no longer support something older but they still keep existing functionality intact. Now the problem is even worse as I am unable to access my statistics, library, scheduling, programs, etc. for the piece of machinery I have that is still supported as their website and its functionality was completely removed with zero notification.Business Response
Date: 09/01/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.With these changes, our company is moving forward in a direction to provide all functionalities in one place. With this, we still have the features, they are just inside of our application. You can download the mobile app on the phone or tablet and can also use our limited TV app for workouts as well. For the legacy machines, we have only discontinued the software features of this. You can still access the manual workouts as long as there is no hardware damage. We do apologize for the inconvenience but hope you see the positive aspect that we are trying to create for our members.
Thank you
Customer Answer
Date: 09/01/2023
Complaint: 20548048
I am rejecting this response because: There is no cost or effort to Ifit to keep the current functionality. My equipment WILL NOT work without the Ifit programming thus leaving me with equipment that has failed as a direct cause by Ifit. This "update" is just a money grab by the company. No way will I EVER purchase another Ifit machine because of this.
Sincerely,
***************************Initial Complaint
Date:08/30/2023
Type: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 elliptical around Jan-2021. Within 10 months it started making noise. After long conversations, they agreed to send replacement parts which were broken.
Once I received the part, I had to get technician to replace the part.
Same thing is now repeating every 6 to 8 months.
I have contacted them on following dates so far.
12/25/2021
7/8/2022
4/5/2023
I even had to call technician to diagnose the problem.
Every visit, I have to pay $150 per visit.
I am looking for them to pay back the price what I paid and all installation charges/ technician visit.Business Response
Date: 08/31/2023
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, we have reached out to our service managment, they have confirmed that we are unable to refund the service charges as you are way to far outside the warranty timeframe. Your the warranty that came with your machine was 2 year parts and 1 year labor warranty, the first service was covered under the warranty as it was submitted on 1/13/2022 and we do not have any records of you paying for service technicans ordered through your account. Our records show that we did not hear from you within 30 days of your labor warranty expiring and the technician confirming that the machine working to manufacturer's specs upon departure.
As you are out of warranty you will need to work directly through our non warranty department to get this issue resolved. Please reach out them at ************** (****).
Initial Complaint
Date:08/30/2023
Type: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.
Purchased a NordicTrack x22i Incline treadmill from Dick's Sporting Goods on 5/10/22.
Model / SKU: NTL29222 . 02
Serial Number: ************* Once the treadmill was set up a few days later the incline did not work at all. After multiple parts sent and 4 technician visits and multiple months until it was finally fixed.
Shortly after the fan stopped working which has yet to be fixed.
The current issue is a safety issue. The belt will randomly stop working while running on the treadmill. Per the request of iFit I have sent multiple videos of this happening (they keep encouraging me to use an unsafe product). They look at the video, say they don't know what is wrong and send a replacement part seemingly at random. It has now been over 6 parts and technicians visits and the problem persists and now the incline doesn't work and it takes multiple attempts to connect to the internet after they recently replaced the console.
I have spent countless hours talking to their support online or on the phone with the same response. Multiple hours taking time off work for technician visits where the technician doesn't know what is going on. The refuse to refund the treadmill as it was purchased through an authorize distributer and not directly through them. They also refuse to replace the treadmill even though they do not know how to fix it.
To me this is an unacceptable response and the fact they don't seem to care they have an unsafe product is absurd.Business Response
Date: 08/31/2023
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. You can go online at ************************************************* to further review if you would like.
In looking into your account we have confirmed the tech is currently trying to set up an appointment with you for the service order you had set up, We need to have the current tech complete his service before any further action can be taken.You can reach them at ************** (****) with any questions.
Thank youCustomer Answer
Date: 08/31/2023
Complaint: ********
I am rejecting this response because: this machine is broken. There have been 12+ visits by technicians over the last year and it has never fully worked the entire time. The technician was out again today (his 7th trip here for this problem) and he recommends replacement. I will wait for his notes to be sent to you. I am very disappointed with this company and refusal to acknowledge a faulty machine. I have now probably spent over 100 hours dealing with this problem and a non-functioning treadmill.
Sincerely,
******* ******Business Response
Date: 09/01/2023
Hi *******,
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
We are currently looking into all our options. We will need a few things from you to add to your case while we wait for the tech to upload his notes. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!Customer Answer
Date: 09/05/2023
Complaint: ********Another frustration as I have done this already with multiple phone calls/online chats but here are the files. Since it won't let me send a video of it stopping, I converted it to a gif so hopefully you can see that.
My email is ******************
Thank you,
*******
Business Response
Date: 09/06/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
We are currently looking into our options. We will need a few things from you to add to your case. Can you please provide a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!Customer Answer
Date: 09/06/2023
Complaint: ********I just sent all those in yesterday and you sent me nearly the same message again. Please read previous message with all the attachments you requested.
-*******
Business Response
Date: 09/08/2023
Hi *******,
Thank you for those photos, I'm sorry I didn't see them yesterday. We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email regarding replacement details. Please let us know if you have any questions. Have a great day!
Customer Answer
Date: 09/14/2023
Complaint: ********Thank you, that is what I have been hoping for for months now. I still haven't heard from them, any idea how long that will take?
Sincerely,
******* ******Business Response
Date: 09/15/2023
Hi *******,
It does look like they have approved your form, please allow 3-5 business days for them to reach out via email with your details concerning your replacement.
Thank you
Customer Answer
Date: 09/18/2023
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.
Sincerely,
******* ******
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