Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NordicTrack exercise bike June 2020. It came with a 1 year iFit subscription with an autorenewal provision. I believe I cancelled the subscription at approximately the 1 year mark. For some reason, probably involving 2 different email addresses, this was not registerd by your system.
  It has recently come to my attention that I have been autocharged for over 2 years of subscription fees.
  As your system does show, I have not used the app for a single minute ever.
  I believe I am owed a refund. The reperesentatives I spoke to declined this request. If you intend to deny this request, I would appreciate an explanation as to why this is a fair business practice.
  Thank you.

  

  Business Response

  Date: 08/16/2023

  Hello-

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

  In looking into your iFIT account this morning, it looks like the charge for the renewal was in June 16th of 2021. As we did not hear from you within 30 days of this charge, we are unable to offer a refund. We sent out a 30 day legal notice of the auto-renewal process on May 15th of 2021 where you did not cancel the membership, that is why you were continuing to be charged. Even though the membership was not use the iFIT Experience, the account was still active and being charged. 

  Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ###-###-#### DURING REGULAR BUSINESS HOURS.” If you wish to read more about the terms and conditions, please go to ****************

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

  
  Thank you 
  

  
  

• Initial Complaint

  Date:08/15/2023

  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.

  Just received my brand new S27I ordered directly from NordicTrack website. Received what appears to be version 1, with the front placed water bottle holder and weights. Didn't realize until after unboxing and starting to assemble and was looking for the rear seat weight holder... On its face, this appears to be a Bait-And-Switch scheme. Returning the bike would cost almost $500.00. ($250 non-refundable shipping + 10percent restocking fee). The product clearly doesn't represent the item configuration purchased. There may be other differences in the bike versions as well... Some review sites indicate that the rear motor is quieter on version 2... Can't tell just by looking though... The company needs to correct the delivery issue, or clearly state which version of the bike being purchased.
  
  Update (08/14/2023)
  Spoke with Service dept and was advised that they WOULD NOT replace the S27i with the configuration that I purchased, but would compensate me by offering me $100 refund (on a $2,400 purchase). Stated that they couldn't control which bike would be delivered from the warehouse even it they were to agree to send another bike.
  Bottom line - Don't accept delivery unless the version number on the shipping label (located on the side of the box) contains ".2" at the end not ".1". Obviously, the warehouse person could verify this prior to delivery, but apparently, it's too much to ask for. Or better yet, DON'T BUY a from a company that doesn't value there customer

  

  Business Response

  Date: 08/15/2023

  Hello-

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

  We have reached out to our Billing and Returns Department regarding the issues you are experiencing. we guarantee the model ordered is the model received, we cannot guarantee which version will be shipped., The machine we have you purchasing is ********* and have you receiving a ********* - which is what is listed for sale right now. Versions are subject to change depending on the inventory at the warehouse. 
  
  If you wish to return the machine fees that would be charged abide by the return policy. You can read more about the return policy at  at *************************************************

  
  If you have any further questions, please call our Billing team at ###-###-####.
  Thank you
  
  

  
  

  Customer Answer

  Date: 08/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The item depicted on your web site clearly depicts the version of the bike I purchased with the desired orientation of attachments. One of the main reasons for purchasing the bike, was that it was laid out like a normal road bike. This bike is configured like the lower cost S22I, which I didn't purchase.

  I purchased in good faith the product being advertised. It should not be up to chance as to whether or not you deliver the correct item purchased.

  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/16/2023

  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.
  

  We have reached out to our Billing and Returns mangament  regarding your concerns, they have confirmed that we are unable to return the product without applicible fees. The fees charged abide by the return policy. We must abide by the return policy. We apologize for any frustration this has caused you. 

  We are happy to off the $100 compensation towards your balance if you choose to keep the machine. Otherwise the return fees are applicible for the return of the machine. 

  If you have any further questions, please call our Billing team at ###-###-####.
  Thank you
  
  

  
  

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company appears to be completely indifferent as to whether or not the item purchased by there customers accurately represents the description of the advertised product being purchased. They are irresponsible and fail to exercise due diligence. The only recourse offered by them is for the customer to incur an additional $500.00 expense to return the incorrect product they shipped. The item number shipped is “***********” and is not representative of the advertised product. Either they are ignorant about the products they are selling or more concerned in emptying their inventory.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/17/2023

  Hello-
  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine delivery. We completely understand where you are coming from on this matter. 
  
  We have reached out to our Billing and Returns Department Managment regarding the issues you are experiencing. We guarantee the model ordered is the model received, we cannot guarantee which version will be shipped., The machine we have you purchasing is ********* and have you receiving a ********* - which is what is listed for sale right now. Versions are subject to change depending on the inventory at the warehouse. 
  
  If you wish to return the machine fees that would be charged abide by the return policy. You can read more about the return policy at  at *************************************************
  

   We are happy to honor the discount offered upon reordering if you prefer. 

  
  If you have any further questions, please call our Billing team at ###-###-####.
  Thank you

  Customer Answer

  Date: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The NordicTrack web site depicts the version of the bike that I purchased. There is no mention of there being several different versions and that I would receive a randomly selected bike of your choice. The bike purchased is not the same model/version bing delivered. You delivered ***********

  Expecting the customer to pay additional charges/fees for a unilateral mistake (on your part) is not acceptable.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/18/2023

  Hello, 

  Throughout a model’s 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.

  Customer Answer

  Date: 08/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There are several factors that determine a consumer’s
  purchases. Some of more importance than others. I’m’ certain, several of those go
  into determining your design decisions as well. When weighing your decision to
  purchase one brand over another, or one product over a competitors, the
  smallest of details can push the decision one way or the other. In this case,
  aside from the mechanical specifications of the NordicTrack S27I, it’s aesthetics
  and layout of accessories were key factors in forming my purchasing decision. I
  briefly considered the S22I (Which this bike closely resembles) but rejected it
  primarily for these reasons. The location of accessories closely mimics those
  of my road bike… The location of the weights on the rear of the seat, mimics the
  location of my tools mount. The water bottle holder, the same location as mine.
  The front mounted accessory tray with the weights presents a problem for me.
  When reclining the weights are in the way and the accessory tray protrudes on
  both side of tray (Not much clearance between the tray and the mode selectors
  on the handlebar ends). All these decision-making factors pushed the purchase
  in favor of the S27I. So, you can imagine my frustration, when those very key
  purchasing points vanished upon assembling the bike. And to make matters worse,
  replacement of the bike with the one with the correct orientation of
  accessories that I drove my purchasing decision has been fraught with
  frustration. Every effort should be made to deliver the exact product being purchased
  and any deviations approved by notifying the consumer. It appears to be a great
  bike…

  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/14/2023

  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 NordicTrack Freestrind Trainer FS7i in 2016. It stopped working in the Winter of 2023. I called end of March of 2023 to request a technician to come and check the equipment. It took a week or more for someone to come out. On April 7, 2023, (order number **********) I paid $196.40 for the techinician to let me know that the motherboard had failed. I would need to order the part for approximately, $350, not including installation. I called today (8/14/23) to order the part, whereby I was informed that they no longer manufacture the part. When I asked about notice to the consumer about discontinuing a part, the main office management informed me that they do not notify the customers about discounting support on a piece of equipment. Their solution to their failed and non-servicable equipment was to try and find it from a third party or alternatively, a 5% discount on new equipment. They did not offer to refund the $196.40. I was informed that they will let techinicians know that they should be checking availability of equipment before completing service calls. This is poor customer service and at a minimum, taking advantage of consumers and a wholy disatisfying resolution to the money I have already spent to repair the equipment.

  

  Business Response

  Date: 08/15/2023

  Hello-

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

  I have reached out to our Billing Department regarding your request. We have gone ahead and submitted a credit request for the the amount of the service call. Please allow 7-10 business days for them to review the request. 

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

  Customer Answer

  Date: 08/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the resolution.  I remain frustrated that I talked to four different people yesterday and spent two hours of my time, it took a public complaint to get a fair resolution of this matter.  I’ll accept their offered refund; sadly, I remain disappointed and suspicious of their business practices.  I’ll keep an eye out for the refund.  Thank you.  

  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2022 I purchased a NordicTrack treadmill from NordicTrack as a gift to my husband. The very first time my husband used the treadmill it made a creaking sound but we assumed that this would subside with use, the noise got louder and the stability of the machine weakened, In addition to purchasing the machine I also purchased an iFit subscription and a 4 year service plan. In June of 2023, I made a serve call to iFit regarding the noise and the stability of the machine as the walking deck appeared to be sagging. I did not receive a response on my ticket for a month a tech came out in august and found that the fitting to the machine were not properly tightened, this is something that would have been done, should have been done at assembly at the factory. The tech tightened the parts the noise subsided and I was overjoyed that my husband would be able to use his present again, Now it appears that because the sagging in the deck was actually a crack in the deck board. I again called iFit only to have to jump through hoops being asked to take pictures, I took pictures and was told I would get a response in 3 days 5 days later with no response I emailed again only to be asked the same questions AGAIN. I do not feel this machine is safe and I would like it swapped out, I believe I was sold a defective machine and furthermore I should not have to deal with this so soon after purchasing a machine. I believed NordicTrack was a trusted brand but had I known that the brand I was dealing with was really iFit I would have made another choice, I understand that I cannot get a refund but I am not comfortable with this machine and I believe it should be exchanged. This has been a customer service nightmare, id needed I can provide the emails between me and Icon Fitness.

  

  Business Response

  Date: 08/11/2023

  Hello,

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

  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your ********************************************************************************** return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.

  The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.

  You can go online at ************************************************************ to further review if you would like.

  I did view the images you previously sent and am unable to see any damage in the provided image.  Please try shining a light under there and send a picture through here.

  Thank you!
  
  

• Initial Complaint

  Date:08/09/2023

  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 had a free 12 month family plan with iFIT that was given as part of a promotion for buying a rowing machine. As per my account, my membership expired September 7, 2023. My credit card was charged $ 41.34 twice, July 7 and Aug 7, 2023. When I brought this to their attention they said my member ship ended on July 7th. When I brought this to their attention they would only reimburse me the august payment. This is predatory and fraudulent. I would like the July billing of 41.34 to be reimbursed.

  

  Business Response

  Date: 08/10/2023

  Hello-

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

  
  We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved which takes up to 120 days. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We can’t do anything with this account until the dispute has settled. 

  
  If you have any further questions, please call our Billing team at ###-###-####.
  

  
  

  Customer Answer

  Date: 08/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the dispute was settled by the customer service agent who stated they they deactivated my account and would reimburse me the August billing but not the July billing due to their strict refund policy. 
  

  it has not been acknowledged that my membership was active until September 7, 2023 and I should not have been billed for the months of July and August. 
  
  
  
  Sincerely,
  
  
  
  *** ********

  

  Business Response

  Date: 08/14/2023

  Hello, 

  After looking at this today after the weekend, it looks like both charges have been refunded and will be returning in 7-10 business days. Please let us know if you have any further questions. 

  Thank you 

  Customer Answer

  Date: 08/15/2023

  
  
  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:08/08/2023

  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 7/25/2023 I called about an issue with my treadmill fans. A service appointment was set up, and parts ordered under my warranty (presumably the extended warranty as that is the only one active)
  
  On 8/1/2023 the technician came to replace the fans. The new fans did not work and the technician requested a new console to be ordered. The console was sent to my home.
  
  On 8/7/2023 I called UTS to set up service because that is what I was instructed to do. They will not set up service because 'they do not cover fan issues'. I tried to have ICON set up service directly like they did in the intial call but they refused.
  
  On 8/8/2023 I sent the timeline of events to ICON and they again referred me to UTS even though they knew that I already tried that.
  
  As a consumer, this is very distressing. ICON sells extended warranties but appears not to service them. In my initial interaction I was led to believe all would be taken care of and sent both parts and a person to install them free of charge. When that did not work, they re-directed me to another company and not the issue is not covered. If the issue isn't covered, why was someone out here fixing it free of charge? My perception is that they messed this up. They either never should have sent a service person and explained what is covered, or finish the task they said they would take care of. Now I have parts here and nobody to install them. They didn't even have the decency to refer me to someone I could pay to take care of this.

  

  Business Response

  Date: 08/09/2023

  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 service request has been set up for you as of 8/7/2023 and the tech has been notified to reach out for scheduling. Please allow 3-5 business days for the tech to reach out for scheduling. 

  Thank you 

• Initial Complaint

  Date:08/07/2023

  Type:Delivery 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 ordered an incline trainer from iFit, Inc. on 7/20/2022. The order included white glove delivery and assembly. The incline trainer was delivered to my home on 8/2/2022. The delivery team was also the assembly team. The machine exceeded the weight the team could carefully handle and, by their own admission, they had no prior assembly experience with this machine. Due to these circumstances, the machine has never worked properly. In fact, it was recently discovered by a technician sent by iFit, that a screw located in the frame is stripped. This has caused the platform to drop while in use but there were no resulting injuries. I contacted iFit the morning after the installation to inform them of the issues I could see without removing any panels or other parts. I phoned them twice and was on hold nearly two hours the first time and an hour and a half the next time. I am in meetings for work very often and do not have this kind of free time. After almost a year of waiting for all the parts to arrive, a technician from Assembly Experts came out to repair the machine. That is when he discovered the stripped screw as well as other missing hardware. He told me the machine could not be safely repaired, that it would need to be replaced. He also uploaded pictures and videos of the machine as well as a report of his findings. I have asked iFit repeatedly for an update on what is being done to correct this situation but I have heard nothing. I am asking for a new machine be delivered to my home, the assembly be done by a technician from Assembly Experts and the old machine and parts be removed from the premises. My order # is *******, web order # is **********, invoice # is ********. I paid $4,364.00 for the machine + $149.00 delivery + $418.99 for a 4-year extended warranty. The model # is NTL39222.2 and the serial number is **************. I feel as if I have been extremely patient during this whole ordeal and would like this matter resolved as soon as possible.

  

  Business Response

  Date: 08/08/2023

  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.
  

  I have further reviewed your account and reached out to our service department regarding the results of your tech visit. It looks like we need to gather further infomation to add to your case for approval. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us.

  Thank you!
  
  

  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  A technician has already been out to my house twice and provided many pictures and videos of the issues with the machine and all of those are already on file. I have attached a picture of my receipt and I confirm my email address is *********************.  
  
  
  
  Sincerely,
  
  
  
  **** ***********

  

  Business Response

  Date: 08/09/2023

  Hi ****, 

  I apologize for the frustration, I was able to locate most of the pictures, however we do need a picture of the full machine further back, can you please supply this picture so that we may get this case submitted for approval? 

  Thank you 

  Customer Answer

  Date: 08/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have uploaded the requested picture of the full machine.
  
  
  
  Sincerely,
  
  
  
  **** ***********

  

  Business Response

  Date: 08/10/2023

  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 can see a product replacement has been submitted for you. Our product tracking team will be reaching out to you via email regarding your replacment. 
  If you have any questions, you can contact our Member Services at ************** (****)
  Thank you.
  

  
  

  Customer Answer

  Date: 08/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  In addition to the replacement machine offered, I am requesting white glove service be provided at no additional charge and the original machine and parts be removed from my premises.  The original machine weighs approximately 550 pounds so I cannot remove it myself.  I ordered the original machine with white glove service but did not receive what I would consider acceptable white glove service.  The machine was brought into my home out of the box, was damaged aesthetically, crucial hardware was left off and the machine did not work properly from the beginning.  I would like the new machine delivered in the box to the room it will reside and then I would prefer Assembly Experts come assemble the machine so I can feel safe while using the machine knowing that it was assembled by people with experience that will not leave off hardware that could result in injury. It has been over a year since the original treadmill was delivered.  I have been a loyal customer of iFit, I have owned six pieces of high-end NordicTrack equipment and I do not think this request is unreasonable.  

  
  Sincerely,
  
  
  
  **** ***********

  

  Business Response

  Date: 08/14/2023

  Hi ****, 

  I have reached out to our Product Replacment team and they are still waiting for you to respond to their email so that they can coordinate the replacement with you. The email should be from *************************** please check your spam folders as well as sometimes it goes to them. After you respond to them they will be able to see what options we can do for you set up wise. 

  Thank you 

   

  Customer Answer

  Date: 08/15/2023

  
  
  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:08/04/2023

  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 a new Pro-form Rower from ****** that runs on the iFIT system. The equipment came with a 1 year membership card. Operating the equipment requires it to be registered, during registration, I entered the 1 year membership code but the software also forced me to enter credit card information. iFIT by default also comes with a 1 month membership. At the end of 1 month free trial, instead of using the 1 year membership code, the software ended up charging the credit card. When brought to the attention of customer service, and proving that the 1 -year membership was bought with the equipment, the only response is they cannot refund and would start the 1 year membership from now.

  

  Business Response

  Date: 08/04/2023

  Hello-

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

  When reviewing the account, we do not see anything about a activation code being activated. The account was created in January of 2023 by starting the free 1 month trial. Because the activation code was never entered, it started charging the monthly fee after the free trial ended.

  Because there is no documentation of the activation code, we can not refund the monthly charges but can add the 1 year for you if you'd like.  As a courtesy we can also add an additional two months to this.  If you'd like this added, please let us know.

  Thank you!

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20421120
  
  I am rejecting this response because:
  All receipts were provided to support team to confirm that membership was purchased on Dec 2022. IFIT wants to intentionally wants overlook it. The membership number was provide during registration, but based on your response it seems your billing software  did not take up the code. 
  what I dont understand it, I have produced a proof of purchase for the card, provided that card number, why cant the 1 year membership start from Jan and refund incorrectly charged credit card. It seems the intention of the business is to unknowingly rip-off the customers. 
  
  Sincerely,
  
  *****

  

  Business Response

  Date: 08/07/2023

  Hello-

  We have a refund policy to follow as it's a company policy. You did not reach out within the 30 day timeframe nor did you confirm the activation code/card went through and updated your membership. On our internal documentation, it does not show the card ever went through or was it attempted, it's not showing up at all, which is how we are able to confirm it was not entered. If you would have reached out back in January, when you started getting charged, we would have been happy to refund and take care of you. At this point, those charges are too far out and are not able to refund them.

  Again, we do apologize!

  Thank you.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20421120
  
  I am rejecting this response because:
  I can assure that membership number was entered. Considering that the 1 year membership card was purchased in Dec, why cant the membership predate.

   there is no logic why I wouldnt enter 1 year membership card when I had it in Dec 2022,  but its seems the logic is clear that you intend to cheat and rip of customers. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/08/2023

  Hello-

  We do sincerely apologize for any inconvenience this has caused.

  As this is not showing it was entered at the time we are unable to  refund this, we do apologize! 

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you 
  
  

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20421120
  
  I am rejecting this response because:
  Did not resolve the billing issue 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/03/2023

  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 bought a treadmill from Nordic Track, now iFit and they have locked the device to their ********************** commercial software. The hardware doesn't work without their subscription. When the treadmill was sold, it wasn't a requirement and now it is. I feel this is a rug-pull; an unfair change to our deal. A workaround exists but it involves having their support reset the software to before their change and then ignoring their steps to update it and cutting Internet access. It's not a reasonable workaround for the average person.

  

  Business Response

  Date: 08/04/2023

  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'm happy to look into this for you, first I need a few things to add to your case, please provide the following: 

  Serial Number:
  Model Number: 
  Where Purchased:
  Date Purchased:
  Please also send a visual of the issue.please provide a picture of what your screen looks like. 

  Thank you 
  
  

• Initial Complaint

  Date:08/03/2023

  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.

  Defective equipment, poor customer service

  

  Business Response

  Date: 08/03/2023

  Hello-

  We apologize for any trouble you're having! Please provide additional information on the issue you're having and please verify the machines model and serial number.

  Thank you!

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20416152
  
  I am rejecting this response because:
  I have not received timely service in which I paid for and have been having difficulty with the commercial x22 treadmill since I received it in January 2021, the screen, the motor and wiring harness all have been replaced, it did not work properly until 6 months after receiving it. It has worked well since then but as of July 16 it stopped working again. I reached out to customer service , they took payment and said a repair person would contact me in 3-5 days, They didnt. I called back and customer service stateded the same thing and gave me the repair persons number, I waited the 3-5 days and no call so I called the repair person , they also said they would contact me in 3-5 days to set up appointment, it is now 7 days since the call. Please get you act together, the reason I purchased the treadmill was due to Nordic tracks reputation, but your leaving me with a poor impression. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/04/2023

  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 escalated this to the service coordinator and have asked that you are contacted as quickly as possible for scheduling.

  Thank you!

  Customer Answer

  Date: 08/06/2023

   
  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,
  
  *****************************