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

2,166 total complaints in the last 3 years.
220 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:08/26/2023
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.
Initial Complaint
Date:08/22/2023
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 contacted iFit on June 27, 2023 when my treadmill stopped working. The screen was blank and the machine wouldn't turn on. I was told my machine was out of service warranty so I needed to pay $159 up front, and a service technician would contact me within 3-5 business days to schedule a visit. On July 6, 2023 I still had not heard from anyone so I called the service technician directly. He told me to send him a text with the service order number and a description of the problem. He never scheduled a visit to come look at the treadmill. On July 19, 2023 a box appeared at my house with a part from iFit with no instructions or explanation as to what it was. I waited several weeks for someone to contact me, and today, August 22, 2023, I contacted iFit to find out what's going on. My email inquiry was answered with a **** and condescending response stating that the machine had been diagnosed and the part had been sent and if I wanted someone to come install the part I would need to pay for a "second visit." Which is funny, because I never received the first visit I paid $159 for. I have now waited almost two months and haven't been able to use my machine, which is less than 5 years old.
Business Response
Date: 08/23/2023
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 I can see that a credit request form was filled as of 8/22/2023 to refund the service charge back to you. Please allow **** business days for this to reflect your account.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 08/23/2023

Complaint: 20506884

I am rejecting this response because: my treadmill is still not usable. However, judging by the outcomes of similar complaints I realize this resolution is probably the best I'll get from this company. Disappointed at the amount of time and hassle this has taken. I won't be purchasing a Nordic Track or anything with iFit ever again, that's for sure!

Sincerely,

*********************
Business Response
Date: 08/23/2023
Hi Tessa,
We apologize for all you have been through and the expereience you have had. If you decide you want your machine repaired please give our member services at call at 1-833-680-iFit (****) and we would be happy to add the downtime back onto your parts warranty so that you don't loose coverage.
Thank you
Initial Complaint
Date:08/22/2023
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 purchased an extended warranty from UTS for an IFIT **** HIIT elliptical. In December of 2022 the machine broke down and became unusable. Since that time we have had a technician visit several times to try and fix it. The technician is not able to get into the part of the machine that has the problem. The technician has taken videos and submitted notes to *** explaining that they are not able to fix the machine. When i contact *** so see what next steps are they tell me they can't do anything until the technician uploads their notes. I have watched the technician upload the notes so this is not true. Also after the technician reported that they could not fix the machine *** opened a completely new ticket about a display issue that cropped up during one of the technician's visits. My last call to *** resulted in them forwarding my call to **** which confused the **** representative because *** has the service agreement for fixing the machine. I purchased a service contract from *** which is not being honored!
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.
After reviewing your account, we were able to get in contact with the tecnician that came out to get the tech notes, we have gone ahead and issued you a parts order for the parts he needs to replace. Your part order number is ICS9739835 you may track it once it ships at www.ifit.com
Once the parts arrive the tech will be notified and will contact you for scheduling. We have made the tech aware that the order has been placed.
Thank you
Customer Answer
Date: 08/28/2023

Complaint: 20506731

I am rejecting this response because:
The technician is scheduled for mid September. Since the technician has not been able to access the inside of the machine I am not confident they will be able to fix it. If they can I will be satisfied and if not please replace the machine. This machine has been broken and not usable for almost a year.
Sincerely,

***********************
Business Response
Date: 08/28/2023
Hi *******,
We apolgoize for the frustration this has caused you, we completley understand where you are coming from on this matter. We need to see what the technician can diagnose and fix before we are able to move forward. Thank you
Customer Answer
Date: 08/31/2023

Complaint: 20506731

I am rejecting this response because: The technician will not be here until September 15th and technicians have worked on this machine several times over the past year to no avail. If the technician is not able to fix the machine this time i request a replacement machine or a refund.

Sincerely,

***********************
Business Response
Date: 09/01/2023
Hi *******,
We are sorry to hear of your experience, we can assure you that we will look into all options once the tech has been able to come out and install the parts he recommends replacing.
Thank you
Customer Answer
Date: 09/06/2023

Complaint: 20506731

I am rejecting this response because:
The technician will not be here until Friday September 15 so we will see if that solves the problem or not.
Sincerely,

***********************
Business Response
Date: 09/08/2023
Hi *******,
Thank you, yes please keep us informed
Initial Complaint
Date:08/21/2023
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 Elliptical ****. It had an automatic update to the software which took away the internet access of the machine. When I called to inquire about it the representative walked be through the settings and erase the sd card to do some kind of reset. The machine would not boot up after that and the representative said sorry and that I could by a new machine to replace it. The machine worked fine in "manual" mode before the representative had me erase the sd card. Now the machine won't boot up to use in manual mode. It gets stuck on a white screen with the ifit logo. Many others are complaining about the same thing on the internet and ifit does nothing to resolve the problem. They created the problem but won't fix it.
Business Response
Date: 08/23/2023
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 team they have confirmed that we need to get a copy of your proof of purchase so we can assist further. Please provide a copy of that at your earliest convienance.
Thank you
Customer Answer
Date: 08/23/2023

Complaint: 20503982

I am rejecting this response because: I am not the original owner and therefore do not have the receipt. My machine was fine until your tech had be wipe the sd card contents and now it will now start. I am happy to use it in manual mode but I can't even get to that.

Sincerely,

*******************************
Business Response
Date: 08/23/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have gone ahead and ordered you a reprogramming card to reintall the software on your machine as a one time courtsey. Your order number is ICS9738702.you may track it once it ships at www.ifit.com
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:08/21/2023
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 company I purchased my treadmill from online - NordicTrack/iFit. When I purchased this treadmill one year ago, I purchased a 4-year extended service plan for $180 that also includes NordicTrack's standard warranty. Now, 1 year later when I need to have the treadmill diagnosed and serviced, I am being told that the 4 year extended service plan (that I paid $180 for) does not cover diagnostic, does not cover a technician repairing any part that *** need to be repaired, and does not cover anything other than mailing to me a part for the treadmill...ONLY after I take the treadmill apart and determine which part *** need to be replaced! Myself! Furthermore, the charge to have an actual technician do a diagnostic on the treadmill is an additional $160...and this only includes the technician doing a diagnostic! There will be additional fees to have someone come back out to actually do any ************ I have the needed part shipped to me. Plus, additional fees inclusive of taxes and other fees such as travel fees. This is absolutely ridiculous and a farce...and I was lied to when I purchased this treadmill! When I purchased the treadmill, I paid the additional $180 for the 4-year extended service plan because it was described to me as including maintenance on the treadmill when needed...not so that I can take my treadmill apart myself, determine which part *** be needed, and THEN pay additional money to have a technician come out to do the actual work of repairing the part! This is insane and a rip-off.
Business Response
Date: 08/22/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have reached out to our extended warranty represenative and have confirmed that the plan you purchased is indeed the standard package that does not include the yearly maintance feature. We apologize for the confusion. We are unable to set up maintance under warranty. You will need to contact our member services to set yo a technnican for an additional fee if needed. We apologize for the inconvienance.
To schedule a tech please reach out to our member services at 1-833-680-iFit (4348)
Thank you

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

iFIT is BBB Accredited.