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:08/22/2023
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
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.
04/1/2023 - Delivery of new Commercial **** treadmill 04/04/2023 - notified Nordic unit was defective with motor that sounds like a jet engine (not normal)04/05/2023 Nordic orders parts and technician 04/15/2023 notified nordic wrong parts were sent. technician was not able to attempt repair but verified that the motor was source of issue 04/21/2023 nordic sends more parts and a motor 05/02/2023 technician changes motor (replacement motor #1) problem persists - i notify nordic.05/10/2023 nordic informs me that the case has been closed and no further repair is necessary. I then take videos of the issue and upload to ******** nordic advisor agrees that the treadmill sounds "like a jet engine" and it is not at all normal.5/23/23 nordic advisor decides to finally order another motor (replacement motor #2)06/07/2023 technician replaces motor. problem is not resolved.06/14/2023 nordic informs me that they are waiting for more information from technician.06/30/2023 nordic email has now informed me that i should just call the main phone number if i need additional support as they are no longer willing to help me with this issue.07/03/2023 i call support, and get a advisor who will help me. new motor is ordered (replacement motor #3) - technician is never ordered so several weeks go by and i call the repair company myself 07/26/2023 replacement motor #3 did not resolve the issue. I reach out again to nordic and am told that 3 repair attempts will warrant an escalation.07/26/2023 I call support again. *********************************** is the tech assigned to my case. she verifiesall repairs were attempted and escalates the case 07/27/2023 i am notified by *********************************** that a 4th motor will be sent. I am told After talking to the Service Coordinator we determined that the motor could be damaged in transit, so we decided to place a new order for motor and tech.08/11/2023 email ******* after 4th motor does not fix issue 08/21/2023 no response by email call again. hung up on
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.
After reviewing your accout, I'm happy to get this resolved for you, becaue this unit has a replacement we are unable to offer a refund, however I would like to help get this resolved. Can you please send us a video fo the noise you are experiencing to ******************************************* along with any troubleshooting you have already done? This will help us determine the issue you are experiencing.
Thank you
Customer Answer
Date: 08/22/2023

Complaint: 20501075

I am rejecting this response because:
Hi,
I received your message on the BBB
My account should have extensive notes, which includes 4+videos that I have sent.
I have had 6 technicians visit my home
I have had the motor replaced 4 times, despite being told that alternative solutions would be found after the 3rd motor replacement
I have not been able to use this machine for the 4 months that I have had it.
I have had 3 separate email chains with 3 different support reps. **** one will still respond to my emails, the other 2 just stopped replying
I have made numerous phone calls to support, all of which subtracted 30 minutes from my day or more. 2 calls ended in me being disconnected
Yesterday after being on hold for 25 minutes and then disconnected by the rep, I get an email that a 5th motor is now being sent.
I called back and asked the rep for a supervisor, which resulted in a 45 minute wait to speak with *************************** for about 4 minutes.
***** said he would be calling me back and also would send an email as soon as we ended the conversation.
I have gotten no emails and no calls.
I am getting the feeling that ICON / IFIT will not be resolving this issue any time soon.
I am getting tired of speaking with someone new every month and putting aside hours of my time to talk to ifit, and wait for service technicians to come and attempt repairs that do not resolve the issue.
I have had 3 different techs. All 3 came to the same conclusion the motor is defective, and it is likely that IFIT is sitting on a batch of defective motors and they do not know it.
All of my videos, and troubleshooting steps should be on file. I should not have to troubleshoot anything considering the 6 technician visits and 4 motor replacements. I mean, I am a smart guy but if you cant take the word of 3 separate professionals that you sent here, then what could I possibly offer.
The motor is ear piercingly loud. Both with the belt connected and not connected.
I do not know what else you want me to do, but repeating the same steps over and over seems like a waste of my time and yours.

Sincerely,

***********************
Business Response
Date: 08/23/2023
Hi *****,
Thank you for sending us the email, I did receive it and am working with our mangament to see what the next steps will be in your case. Can you tell me if the drive motor is connected to anykind of bracket?
Thank you
Customer Answer
Date: 08/24/2023

Complaint: 20501075

I am rejecting this response because:
Thank you for getting back to me. hopefully i will get a resolution soon as we are approaching the 5 month mark.
the motor is attached to a metal bar that appears to be welded to the frame. you build these machines and have parts lists for them so honestly i should not be here guessing what bolts to what. you should know that already
Sincerely,

***********************
Business Response
Date: 08/28/2023
Hi **********;
I'm sorry for the delay regarding this issue, our managment was looking over your case, They have advised to go ahead and get the necessary items to submit a product replacement. Please provide the following:
-a picture of the machines issue,
-a picture of the full machine taken further back in the room
- a picture of the serial number decal,
-a picture of your receipt,
- verify your email for us.
Thank you
Customer Answer
Date: 09/05/2023

Complaint: 20501075

I am rejecting this response because:
all required information was provided to business. Business agreed that a replacement machine was the best course of action and it would be approved within ***** hours. 1 week later i had no response and was asked to provide the original replacement request to them (again more information that they already had)
they informed me that the unit could not be replaced since it only has a 90 day warranty and more than 90 days have passed.
I reported the issue within 14 days of receiving the unit. IFIT has made multiple attempts to repair the machine and failed. the issue was never resolved. the 90 day warranty should start once the unit is actually repaired.
warranties do not expire while you still have an open repair request
I feel that IFIT is just trying to avoid replacing this defective machine and has used every stall tactic and trick that they could find to try and deny it.
Meanwhile i am sitting here with a broken machine that is an over priced coat rack and I have spoken to several other owners of this model who are having very similar issues.
I would like to have this resolved and the machine replaced before Ifit goes out of business or files bankruptcy which i think is where this is all headed.
Sincerely,

***********************
Business Response
Date: 09/06/2023
Hello-

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

In looking into your account, we have gone ahead and submitted for a product replacement to our Product Resolution team. They will be reaching out to you in regards to getting your machine replaced. They will contact you via email so please be on the lookout for that email containing all the replacement details

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you.

Customer Answer
Date: 09/14/2023

Complaint: 20501075

I am rejecting this response because:
i am happy with the revolution provided however I will wait until the solution is complete before I accept the resolution

Sincerely,

***********************
Initial Complaint
Date:08/20/2023
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 filed a compliant with this company about a treadmill we had and the deck broke. The company replaced this treadmill with another " suppose to be " same treadmill. Once this "new" treadmill came, we noticed it did not have speaker capabilities as we use our ifit to go places to run and walk and cannot hear the instructor. I cannot play music thru the treadmill. . It is not the same treadmill we have ,,,AND you maybe running on the treadmill and it just stops!! This is very dangerous as I have almost threw out my back because of this sudden stop while running at 6.5 mph. There should be a report files previously under my name against this company. please help me resolve this once and for all!
Business Response
Date: 08/21/2023
Hello-

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

In looking into your account today, we were able to order a controller for you and set up a service order as well. Your part order is ICS9736851. You can track that at the link below:
**************************************************************************

Your service order number is SO-*******. The technician will be scheduling an appointment with you once all parts have been delivered. Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.

Thank you

Customer Answer
Date: 08/21/2023

Complaint: 20497247

I am rejecting this response because:
The treadmill offered in the original deal with Nordiactrack was to be the same model number or better. This treadmill they delivered is not compatible with ifit.. I do not have speakers so I cannot play my music thru the treadmill I feel they debt a refurbished old treadmill to me . And the belt on the deck just stops whoever it wants too .. which running at any speed could cause a major injury !!!
Sincerely,

*********************
Business Response
Date: 08/22/2023
Hi ****,
We apologize, we need to see if the technician can inspect the machine and give us feedback on what the resolution will be to get it back up and running for you. We can assure you that we do not want to risk your safety in any means which is why we are sending out a professional to inspect your machine.
Thank you
Customer Answer
Date: 08/25/2023

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:08/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Epic treadmill, model A42T, in mid-2013. Epic was a brand, now discontinued, that was part of the NordicTrack family. A prime attraction of the treadmill was its ability to connect to the internet via NordicTrack's iFit service. Among other things, iFit allows a user to automatically have their workouts logged to their iFit account on line, and to view street maps on the touchscreen that update frequently during a workout so as to create the illusion of running in a real-world environment. The automatic workout logging is the most important of the iFit features to me.

Within the past week I updated the firmware on the treadmill. After this firmware update, I could no longer log into my iFit account on the treadmill. Workout logging and street view were simply gone. A support article on NordicTrack's website, ********************************************************, explained why. The company has ended internet connectivity for touchscreen units manufactured between 2011-2016. This includes my treadmill.

I am extremely angry about the new limitations that NordicTrack has imposed on my treadmill. Although NordicTracks writes, "Just like your mobile devices eventually stop supporting updates, we can no longer support these older units,” the analogy is not apt. When a mobile device stops supporting updates, the device still continues to operate the way it did prior to the new update. A new update does not remove functionality, which is what NordicTrack did here. In essence, NordicTrack partially bricked my treadmill.

Needless to say, I will never buy another NordicTrack product again.
Business Response
Date: 08/18/2023
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.
We apologize for the frustration this has caused you, we are unable to restore connectivity to your treadmill as it falls within the non supported devices, A support article on NordicTrack's website, ********************************************************, explained why. You can use your machine in manual mode as well as any built in workouts.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 08/18/2023

Complaint: ********

I am rejecting this response because NordicTrack is refusing to solve my problem. As their response makes clear, the company has made a business decision to discontinue internet connectivity for all older treadmills, making the machines partially obsolete. The availability of internet connectivity through NordicTrack's iFit service was a major selling point for these machines and was featured prominently in all forms of the company's marketing materials. Now the company is yanking the rug out from under us.

Sincerely,

******* *******
Initial Complaint
Date:08/17/2023
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.
My NordicTrack T 7.5S treadmill stopped working after a software update in December 2022. I contacted iFIT customer support in April 2023 after trying to fix my treadmill on my own and was told that they could order a diagnostic to try to fix the problem. I was also told that because by warranty expired I would have to pay for the diagnostic and parts out of pocket. So, I decided to decline because I couldn’t afford it. It has come to my attention, however, that’s the update has bricked many other customers consoles and Nordictrack knew about this issue when I reached out to them in April. Yet, they still didn’t offer to resolve the issue for free since it was their fault.
Business Response
Date: 08/18/2023
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.
After reviewing your account I do not see any interaction on our end. If you would like to reach out to us we would be happy to look into this and get you taken care of, we currently have no hold times and can have one of our agents assist you. Please reach out to our IFIT team at ************** (****)
Thank you

Customer Answer
Date: 08/18/2023

Complaint: ********

I am rejecting this response because:

I have uploaded screenshots of the response I got from iFIT after contacting them about the problem. I used the email address [email protected] to contact them and the machine was bought by my husband ******* *********.

Sincerely,

****** *****
Business Response
Date: 08/21/2023
Hi ******,
Thank you for providing the documentation, our software team was able to locate your communication. We have gone ahead and ordered you a one time courtsey console. Your order number is **********. You may track it once it ships at ************
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 08/21/2023

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:08/16/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an iFIT bike the beginning of July 2023, I paid extra money for assembly. An email was received that item will be delivered on August 1, 2023. **** was delivered and set up but I was told it wasn't working and I had to call into the company, which I did. A video chat was done so they could see the issue, service tech was to call and parts were shipped and received. Service tech came out 08/10/2023, tested outlets, took a video and said he had to wait for them to tell him what to do. I message iFIT on 08/10/2023 since then eight messages have been received but bike still hasn't been fixed. On 08/15/2023, I was told service coordinator has more questions for the tech. I offered to talk with service coordinator because the tech didn't do anything other than test the outlets and see that the box which should have a solid green light was blinking. This is the same thing the service line saw when we did video chat. I waited over a week for a service tech to come and he did nothing more than I did. I still haven't heard from anyone. I purchased an extended warranty for one year but almost two months of that warranty has expired as they go from purchase date. So almost a month to get the machine and now close to three weeks since delivered and assembled . I have no idea when the bike will be fixed. This is also affecting my health as I canceled my gym membership when I received confirmation of arrival date so I don't have a way to exercise.
Business Response
Date: 08/17/2023
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.
After reviewing your account, we have reached out to our Billing and ******************* they have confirmed that your service order has been reassigned to another tech for a second opinion. Once this tech has been out to assess the situation we will be able to move forward with the next steps of action on getting this resolved for you. We are also able to offer you compensation of $50. We will go ahead and get that applied to your account.
Thank you
Customer Answer
Date: 08/18/2023

Complaint: 20482092

I am rejecting this response because: the issue is not resolved. Sending out a second tech for a second opinion doesnt resolve anything. So I am rejecting this response until the bike is fixed or the entire amount refunded.

Sincerely,

***********************************
Business Response
Date: 08/18/2023
Hello,
Throughout a models release we may produce several versions of the product, often at the same time. Typically, any differences between versions are relatively minor and do not impact the functionality of the machine. Rather, it can be something as simple as the placement of the water bottle holder.While we can not guarantee which version of the model you receive, you are guaranteed a product that matches the specifications advertised. If you feel a specific feature was not accurately portrayed to you upon purchase of your product, I would be happy to review your claim. If this is the case, I would greatly appreciate a detailed explanation of what was misleading, so that we may swiftly rectify the situation.
Thank you
Customer Answer
Date: 08/18/2023

Complaint: 20482092

I am rejecting this response because: the response makes no sense at all. Dont recall saying anything was misleading or misplaced water bottle holder. My complaint clearly identifies the issue. I still havent heard from a service tech so we are now going into three weeks since the bike was delivered and hasnt worked from day one. Over a week since the first service tech came out and did nothing and no follow up. A $50 credit is nothing compared to the $971.55 I paid for a non working bike, assembly and a warranty

Sincerely,

***********************************
Business Response
Date: 08/21/2023
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.
This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 08/21/2023

Complaint: 20482092

I am rejecting this response because. I will not consider this resolved until the bike is fixed. The tech did reach out to me but he cant come until September 5, 2023 which is over two weeks away and over a month since the bike was delivered and assembled and there is no guarantee it will be fixed. I will accept a response that states if on September 5, 2023 the bike is not fixed and in complete working order that I will be given a refund of the full purchase price, shipping and assembly charge as well as the cost of the warranty that would be considered useless

Sincerely,

***********************************
Business Response
Date: 08/23/2023
Hi *******,
We apologize for everything you have been through, we can see where you are coming from on this matter.
We apologize for the delay of the service call, we can assure you that the tech is working digilently on getting your machine repaired. If the tech comes out and determines the machine is deemed unrepairable at which point we could offer a refund or replacement.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 08/26/2023

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:08/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 7th, 2023 iFIT discountinued support for my Commerical **** treadmill. When I reached out to iFIT I was told while my machine could no longer access the iFIT libabry it could still be used in manual mode with preloaded workouts. I was offered to be directed to the sales department for speical pricing on new equipment but declined.When attempting to use the treadmill in manual mode after the support discontinuation the treadmill will not function. When I called iFIT for support I was told that is must be a mechnical issue and i would need to pay $160 + trip costs for a technican to service the machine.The treadmill has shown 0 mechnical issues prior to the discontinuation from iFIT. The discontinuation of support for functioning equipment is a predatory practice to drive sales of new equipment.
Business Response
Date: 08/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
After reviewing your account our managment is requesting a video be sent to them for further diagnosing. Please send a video of the issue you are expereincing to ***************************************.
Thank you

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