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:08/21/2023
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
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!

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