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:08/29/2023
Type:Sales and Advertising 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 a commercial **** Nordic Track treadmill model NTL14122 serial numer ************* for $2397.28 including tax on Jan. 18, 2023. The treadmill console did not work and motor would not turn the belt after recieving it. After several months of emailing and trouble shooting with customer service, a technician was finally sent to my home to address the problems. Technician came out in June and diagnosed the issue as being a bad lower motor control unit and bad console. Parts were ordered and replaced several weeks later. The replacement console was bad and did not work properly. The treadmill was serviced, belt adjusted, and console was replaced a third time. One week later, the treadmill continued to have the original problems with belt stopping abruptly and not turning in the middle of workouts. Technician came out a 4th time and stated treadmill was not repairable and needed to be replaced. He recommended this replacement but Nordic Track refuses to replace the treadmill.and are trying to force me to purchase an extended service plan for $299.99 to replace faulty parts that are under the original warranty. This treadmill has not operated how it has been marketed or designed by the manufacturer since delivery. I have not been able to utilize it properly since purchase. I am respectfully requesting your assistance in obtaining a new replacement as recommended by the technician or a full refund of my money.
Business Response
Date: 08/30/2023
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.
Afer reviewing your account, we can see that the tech was in contact with our service department less than 24 hours ago and has recommended parts to be replaced. I have gone ahead and ordered those parts. Your part order is ICS9742108, once the parts arrive to you the tech will contact you to set up a return visit.
Thank you

Customer Answer
Date: 08/30/2023

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:08/29/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unauthorized charges on account were made, Charges were made after canceling membership with customer support over one year ago. Membership was not canceled by customer support. Continued charges on account. Issue was never resolved. Talked with **** from Ifit customer support after being charged once again. Terrible customer service! Will not undo the charges made on account after initial cancelation with help from customer service in June of 2022. Fraudulent Business! Do not sign up!
Business Response
Date: 08/30/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.

I have reached out to our membership mangament regarding your case, they have confirmed that we do not show any kind of commination from you until we refunded the ***************************************** 2020 and we do not see any kind of activity with cancelling the membership via online or support. They created an account using an activation code and cannot refund the 2022 charge.
If you have anykind of documenation that has not been included we would be happy to send that over to them otherwise we are unable to refund any charges.
Thank you

Customer Answer
Date: 09/02/2023

Complaint: 20537787

I am rejecting this response because:
The company is fraudulent. This does not surprise me that IFIT, would respond like this in this situation and say they would have no record of cancelation. This is a common theme for this company, and is how IFIT is ran. I do not recommend buying from IFIT!
Sincerely,

*************************
Business Response
Date: 09/05/2023
Hi *******,
We apologize for your experience, pleae let us know if you have any additonal questions.

Thank you
Initial Complaint
Date:08/28/2023
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 08/12/203 I purchased a treadmill online and paid an additional 199 for delivery and in home set up. The delivery company was unable to deliver and set up the treadmill as I work until 4:30 and they stop delivering at 3. I contacted Nordic Track and 08/23/23 and they said they would try to find another company to deliver the product. I contacted them again on 08/28/202: as I hadn’t heard back from them. They acknowledged the delivery company couldn’t deliver the product, but refuse to refund my money.
Business Response
Date: 08/29/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine delivery. We completely understand where you are coming from on this matter.
I have reached out to our Billing and Returns Department, they have verified that because you are still within the allotted time for delivery we are uable to refund fees. The fees you would be charged for a return abide by our return policy. You can read more about the return policy at at *************************************************
We have also gone ahead and refunded your white glove assembly fee as of 8/28/2023 with confirmation number ********. Please allow 7-10 business days for that to reflect your account.
If you have any further questions, please call our Billing team at ###-###-####.
Thank you

Customer Answer
Date: 08/29/2023

Complaint: ********

I am rejecting this response because:
I was not made aware that I would have to be home on a Thursday prior to 3pm in order to have my treadmill delivered and set up, that is not part of your policy. I don’t have anyone to be there and I can’t get the treadmill in the house by myself. That’s the reason I paid extra for the white glove service. I am requesting a full refund. You were not able to deliver the service I paid for and your policy says nothing about being home on a Thursday before 3.

Sincerely,

******** ******
Business Response
Date: 08/30/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine delivery. We completely understand where you are coming from on this matter.

I have reached out to our Billing and Returns Department, they have verified that because you are still within the allotted time for delivery we are uable to refund fees. The fees you would be charged for a return abide by our return policy. You can read more about the return policy at at *************************************************

You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Initial Complaint
Date:08/28/2023
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 purchased a treadmill from iFit/NordicTrack 9 -10 months ago. The treadmill has not worked correctly since I've owned it. The warranty department has had 9 months to fix this treadmill and has not been able to. I would like a refund and to return the treadmill. I have almost injured myself several times as the belt stops abruptly during runs yet the customer service team has decided this isn't a problem that they need to actually address.
They state that I didn't have a documented issue in the first 30 days so they wont refund. My problem started within weeks of delivery, but since the problem only happens at higher speeds, I didn't see there was an issue right away.
Business Response
Date: 08/28/2023

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. The return policy states: "You can return your 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 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 your account, we can see you contacted our member services department regarding issues with your machine on 8/28/2023 and they were able to set up a technician to come inspect your machine. Please allow 3-5 business days for the tech to reach out to you for scheduling.

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

Customer Answer
Date: 08/28/2023

Complaint: ********

I am rejecting this response because:
As was explained to your customer service representative, the problem occurs during extended or faster workouts and that was not something I did in the first 30 days as I started to use the new equipment. The first time I experienced the problem, I attempted to address it myself by relubricating the belt, thinking that it may be an overheating issue due to too much friction on the deck. Since I don't do sprint workouts very often, I did not know it was a reoccurring issue until November or December.
It feels as though I'm being punished for not immediately putting the treadmill through its paces to ensure that you build a quality product rather than trusting that it would work as advertised past 30 days. Your policy seems intended to address people who are not satisfied with the product versus being delivered at effective unit. I simply want a treadmill that works and after 8 months of trying to fix it, it appears this is not one that will.
I understand that you have policies to protect against people taking advantage, but at some point you need to look at the circumstance for what it is and make an individual decision. I don't believe it's that difficult to understand that when the problem only occurs during specific workouts, it may not be found in the first 30 days. In fact, it was during one of your iFit video trainings in which I first found this problem.
I am risking injury by using this treadmill. the belt at times abruptly stops, sending me forward into the display. I have very little trust in this product, since after multiple attempts to fix it the problem persists.
I do have technician scheduled but that was done because your returns department refused to even consider the fact that I may have a defective product and it should be considered for a return.
I would appreciate any help resolving this issue that doesn't involve simply throwing more parts at the treadmill and crossing your fingers. This treadmill was to be the first purchase in what was me building out my home gym and this experience is making me question considering any products affiliated with iFit going forward. Accepting a defective product back would go a long way to building trust.

Sincerely,

****** ******
Business Response
Date: 08/30/2023
Hi ******,
We apologize for the frustration you have experienced on behalf of of the machine, we can assure you that we are doing everything we can to get this issue resolved for you. We need to allow the tech to come out and inspect the machine before we can look into all options we have. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.
Initial Complaint
Date:08/26/2023
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 a rower and treadmill from Costco that came with a year free of IFIT Coach for each item. Your website will not accept the code for either and is only offering one free month for each. This is unacceptable. I have been paying since I got the equipment. I expect both to be honored.
Business Response
Date: 08/28/2023
Hi,
I'm happy to take a look into this for you, please provide the following so that we may register your machine:
MODEL #:

SERIAL #:

DATE OF PURCHASE:

PLACE OF PURCHASE
PRICE OF MACHINE:
DELIVERY DATE:
Thank you
Customer Answer
Date: 08/28/2023

Complaint: ********

I am rejecting this response because I have attached the requested information along with the receipts. I could not find where to locate the model and serial number for the treadmill. I have the 1 Year Membership cards in hand however the activation code will not provide the 1 year as printed.
Please advise how I can get the two years added to my account. My current account is using **********************

Sincerely,

******** *******
Business Response
Date: 08/29/2023
Hello,
We have gone ahead and added the 2 years to a family plan, you new expiration date is Aug 30th of 2025. Please let us know if you have any further questions.
Thank you
Customer Answer
Date: 08/31/2023

Complaint: ********

I am rejecting this response because:
Hello. Thank you very much. We are currently using ********************** as the account. Can you either add the time to that account and delete the ***********************. Or can you add the month of September that I just paid from ********************** to ***********************. I will then use ***********************. Or you can pause ***********************. I paused it to see if it would work and then unpaused however it will not let me pause again.

Thank you very much for your help!
*****

Sincerely,

******** *******
Business Response
Date: 09/01/2023
Hello,
Thank you, we will go ahead and get that submitted for you.
Thank you
Customer Answer
Date: 09/06/2023

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:08/25/2023
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 ProForm elliptical in 2019. It was sold with an **** port as one of the features to use an external monitor. However, last year sometime they disabled this feature. Several calls to their customer service have produced no results. They said it was a faulty wiring, which I checked and the wiring was fine, then they said the digital control panel was bad. I did do a hard reset and the **** port worked until it connected to the internet and the software updated confirming that they PURPOSELY disabled the **** port. After another call to the ** center, they sent a replacement controller but that didn't work either to fix the **** issue. Now, most recently, the screen doesnt allow you to do anything and gives you a message of error, try again. This company is a sham. We paid a lot of money for this machine and they PURPOSELY disabled features they sold on the machine.
Business Response
Date: 08/25/2023
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.
IFIT services are continually changing and as such we may change or discontinue any part of the iFIT Services, at any time and without notice, at our sole discretion. For furher documentation please refer to our terms of membership link **********************************************************. We apologize for any inconvienance this has caused you.
Thank you
Customer Answer
Date: 08/25/2023

Complaint: 20520510

I am rejecting this response because:
This is a hardware issue thats sold with the machine. Your lack of responsibility by stating that you can change the mechanical operating function per your documents is unacceptable. You should be ashamed that you sold a machine with the mechanical operating features and disabled them, is unacceptable. This equates to the same as you saying you can turn off any feature at any time but matter what you paid for. Shame on you and your business practice if thats the case.

Sincerely,

*******************************
Business Response
Date: 08/29/2023
Hello,
We are not aware the reasons why we change them, but our job is to explain the new features and provide solutions to them as well if available. We do apologize for the inconvenience but hope you can understand we are a business and are always changing to improve the overall member experience.
Thank you
Initial Complaint
Date:08/24/2023
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.
I purchased a treadmill about two years ago. Something was wrong with the wires so I called ****** track several times to try to fix the problem. On the day that I called they said that my warranty ran out. I said whats my option they said they could send out someone to come take a look at it but I have to pay $175. I did pay the $175 a technician came out technician found out what was wrong with it and said that an Nordi track. should call me back within 24 hours no one ever did I called to complain they said that they have to hear back from the technician they dont know whats happening some of the call me back ************************************************************************ that they would call me back and they will email me this time within **** hrs.. No one has done so I keep that on my last conversation I got hung up on. They made me wait on hold and I refused to hang up for over 30 minutes each time twice I was hung up on , my treadmill which we paid over $3000 for and I sent him $175 to get the problem fixed still in the garage and its still not working and they still havent bothered calling me back to resolve the problem this is out of control and I need help at this time I just want the treadmill fixed
Business Response
Date: 08/25/2023
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 I can see that our service coordinator has reached out to the tech to get the tech notes and what parts are needed for the repair, our service coordinator is still waiting for the tech to submit those. Did the tech happen to leave an invoice or notes stating what he needed to order? If you have a copy of that you could send over we can get this pushed along for you.
Thank you
Initial Complaint
Date:08/24/2023
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 March 22, 2023, my NordicTrack Commercial **** Treadmill unexpectedly and suddenly accelerated to 11 MPH as I was beginning my walk. I fell flat on my face on the tread and broke my nose in several places. The machine was only 2.5 years old and had performed fine until then. I would therefore like to have the machine evaluated by an iFIT-authorized technician who could make any needed repairs and replace any defective parts with authorized parts. However, iFIT will not agree to service my machine until I provide the company a waiver of liability broad enough to cover the March 22 incident as well as any subsequent incident resulting in injury. (The store where I bought the treadmill, Johnsons Fitness in *********, **, claims that it has no ability to provide me an authorized repair service.) IFIT also wants me to indemnify them for losses they may incur should anyone else sustain injuries on my machine and sue ************************ While I would agree to a narrow waiver of liability for the March **************************************************** to indemnification. I have been exchanging letters and emails with iFIt for several months and made no progress on this matter. The company excels at making sympathetic noises while it erects bogus barriers to resolving this dispute. In July I filed a complaint with the MD ************************* requesting their involvement in a mediation to help move toward a resolution. IFIT filed one brief response to my complaint and has subsequently disappeared from the mediation process. (The mediator agrees with this characterization.) So now I am wondering what to do with this large heavy machine in my basement that I am too afraid to use without some understanding of what happened and whether it can be made functional and safe.
Business Response
Date: 08/28/2023
Hi ********,
Thank you for reaching out to us, 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 want you to know that we have reached out to our legal team regarding your claim, they have confirmed that you should be hearing from them as soon as possible to get this resolved for you. Once this has been resolved with them we can move forward on our end. We apologize for all you have been through.
Thank you
Customer Answer
Date: 08/28/2023

Complaint: 20516097

I am rejecting this response because:
After six months of directly exchanging emails with iFIT and a failed mediation through Marylands ************************* I do not find iFITs vague assurance that I should be hearing from an iFIT attorney as soon as possible to get this resolved particularly reassuring. This vague assurance is similar to the prior communications I have had with the company, which contain soothing bromides while failing to make adequate, responsive changes to the text of a potential settlement agreement. This note does not even acknowledge the two major sticking points between us ******* broad liability waiver and indemnification) let alone signal IFITs efforts to resolve them. I therefore have no basis for saying that I am sufficiently satisfied with iFITs efforts to justify closing out the case.

Sincerely,

*****************************
Business Response
Date: 08/31/2023
Hi ********,
Our legal contact has confirmed that they have been reaching out to you, please continue working with them to ensure this issue is resolved. Please let us know if you have any further questions.
Thank you
Initial Complaint
Date:08/23/2023
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.
In the fall of 2021, we purchased a Proform Treadmill. Less than a year later the frame broke on the treadmill and was not fixable. The company replaced the treadmill under the one-year warranty in September of 2022. In July of this year, the frame broke again; this time the frame broke in two places. I emailed the company and provided all the information asked of me. Every email was replied with a request for more information, including information on file. I finally called and again provided the information. In multiple emails, I stated the treadmill was a replacement for a previous treadmill. In none of the emails was it ever stated that we only had a 90-day warranty on a replacement treadmill. Instead, I was repeatedly asked for repetitive information. After feeling I was getting the run-around, I called a number provided by one of the five different representatives replying to my emails. After a 55-minute phone call, which included a video call showing the damage to the treadmill I was placed on an extended hold. The video call was to assess if the damage could be corrected with a replacement part as stated by the representative. During the video call, the representative could visibly see where the support bar cracked away from the frame on both sides of the treadmill. I was put on hold repeatedly so that she could speak with her supervisor. Finally, I was asked if I had purchased the extended warranty, to which I asked why I would have purchased an extended warranty prior to the one-year warranty being exhausted. The woman on the phone said the frame had a one-year warranty, however, because this was a replacement they would only warranty the frame for 90 days. I don't understand why would they have sent an extended warranty for a machine they only warranted for 90 days. Also, why would the 90-day warranty not have come up prior to this call? They were trying to find every reason not to uphold the warranty in my opinion, and when this was exhausted they came up with this 90-day excuse. We never received anything in writing, nor is there anything in the warranty information stating this policy. We are not asking for a replacement treadmill for a new issue, this is the same issue as the first treadmill we spent almost $1,000 to purchase.
Business Response
Date: 08/24/2023
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 am happy to look into this for you, I am only able to locate an account that does appear to have an replacment machine on it, could it be under a different name or address or email by chance?
Please let us know so we can further discuss your options,
Thank you

Customer Answer
Date: 08/24/2023

Complaint: ********

I am rejecting this response because:

The treadmill information is under my husband's name, email, and phone number. The information is as follows: ****** *****, **********************, ###-###-####. Through emails and speaking with a representative information for both treadmills was located and referenced. I have attached photos of the broken frame for the current treadmill. The breaks are on each side of the support bar behind the motor. I did a business video call with an iFit representative and she took photos as well; I assume these will be on file. Also, I have included photos of the purchase date (photo taken from the extended warranty letter sent in July of this year), the serial and model numbers, and the broken frame from the first treadmill.
I am not seeking monetary compenstaion, just a replacement for the treadmill considering this is the exact same issue as the first treadmill. I do not feel this is unreasonable at all, since both treadmills are/were not repairable. The treadmill is less than a year old. I understand you replaced the first one, but that should not void the warranty. It is not an unreasonable expectation for a $800 treadmill to last more than a year. Not to mention, I never recieved anything stating the warranty would not be upheld, nor that the frame would only be covered for 90 days. Not to mention I recieved a letter for an extended warranty. If the extended warranty would be vaild, then why would the manufacture's warranty not be vaild? I hope that you will be able to rectify this situation with a replacement treadmill of equal value so that we may continue to do business with your company and are able to speak highly of your business. Thank you.
With hopeful appreciation,

******** *****
Business Response
Date: 08/25/2023
Hi ********,
Thank you so much for the pictures! I just need one more picture and that is a picture of the outlet that you have it plugged into. My apologzies for missing that in the previous message.
Thank you
Customer Answer
Date: 08/27/2023

Complaint: ********

I am rejecting this response because:
I do not understand the relevance pertaining to the outlet and the structural interigty of the frame. The treadmill has a sturtual problem, not a mechanical or technological one. The treadmill is plugged into a 20AMP circurt ( which is standard in residental dwellings) as reccommend by the manufacturer for a residental treadmill being used in home. Can you please explain the releavance and reasoning.?
However, I have attached the photo of the outlet as requested.
Again, I would like an explanation for the releavance.
Respectfully,

******** *****
Business Response
Date: 08/28/2023
Hi ********,
Thank you for provding the requested picture of your outlet, the reasoning we ask for that is to ensure that its not a GFI outlet and just a regular outlet. We have the Ok to go ahead and submit a product replacement form for you, after reviewing your pictures I need a picture of your receipt or an order confirmation email showing the proof of purchase. The photo provided will not be accepted as it's not a proof of purchase. Once I get that I can go ahead and submit that form to our product replacement team.
Thank you
Customer Answer
Date: 08/31/2023

Complaint: ********

I am rejecting this response because:

We do not have a proof purchase because it was a replacement for the one we did purchase and the frame cracked. Your replaced the treadmill and we were not given a purchase receipt. Your company has records for treadmills because they were both registered online. We registered the second upon receiving it. This is the reason for filling the claim. After providing every thing asked of us we were finally told that the manufacture’s warranty would not be upheld because it was a replacement. We were never made aware of this policy nor was it brought up in any of the emails sent back and forth. After every reason was exhausted not to replace the treadmill we were told that a manufacturer’s warranty was not valid on a replacement. This is what makes no sense. A $800 treadmill should hold up longer than a year or two. Our first treadmill lasted over 5 years. The Proform was the our choice to purchase based on reviews. We had a difficult time getting the manufacture’s warranty upheld the first time. Now less than a year later we have the same issue of a broken frame. This shouldn’t happen with only 2 people using it. So, again we don’t a purchase receipt & we didn’t keep the original one once it was replaced. Your company has record of the treadmill being replaced and delivered as stated by your representative in my hour long call & video documentation.

Sincerely,

******** *****
Business Response
Date: 09/01/2023
Hello, Thank you. We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email. Please let us know if you have any questions. Have a great day!
Initial Complaint
Date:08/23/2023
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.
Bought NordicTrack Commercial **** Treadmill April 28, 2022. Received threshold delivery June 9, 2022. Not able to move it myself, needed assistance to move it, only moved it 10 ft. Delivery driver would not move it into the house, only inside the door. Found out I had to assemble it. Took me over a month to try assembling, after two calls to support. Not able to move it, had to keep it in area near the door. Finally able to assemble mid July, was using it regularly. Within 2 weeks the machine completely stopped during use. Tried troubleshooting, had to call support. Had to talk to several people before I got proper assistance, which was only to describe to me how to open it up and troubleshoot. No resolution offered. After several weeks calling back and saying the same thing about what happened, finally got someone to send a part. I asked for a repair person but was told not possible. Before I received the part there family issues too precedence. The part came but I was not able to contact customer service to find out what to do til December 2022. I became very frustrated they would not send a repair person. Couldn't get a refund either cause it was over a month since delivery. Took myself and my husband trying to switch out the controller part. After many calls & more than a couple days contacting customer service, we got it installed but it did not work. We troubleshooted it with customer service. Multiple times on the phone. They wanted to send another part. I insisted on a repair person to come do the installation. Got the part but didn't get scheduled for repair. Contacted service again. Kept asking for repair person and finally got someone who set that up. Took several weeks, person came, part didn't work. Did that two more times. Repair person requested different parts recently (June 2023), have not received them. It's been 2 months. I want a refund. It's been well over a year and I haven't been able to use my $2500 + treadmill.
Business Response
Date: 08/24/2023
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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.You can go online at ************************************************************ to further review if you would like.
In looking into your account it appears that a new console was ordered yesterday 8/23. We were also able to set up a one time courtsey service call. Your order number for the console is ICS9738973 you may track it once it ships at www.ifit.com. Once the parts arrive the tech will reach out for scheduling

If you are experiencing any issues with your machine, you can call our ****** Services team for help with troubleshooting, getting parts and service. You can reach them at 1-833-680-iFit (****) with any questions.

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