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.

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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:08/01/2023
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 pro from 7.0 treadmill 24 months ago. The electrical on it has been malfunctioning for 3 months. I called proform and they said I dont have a warranty however Best Buy and my paperwork say I have a 2 year manufacture warranty and 10 year frame warranty. When I attempted to speak with a supervisor they said the paperwork they had says 1 year and disconnected the call. Its an $870 purchase for a treadmill that is unsafe. It stopped mid run and Im pregnant and now they wont do anything to help me
Business Response
Date: 08/02/2023
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.
I do see your machine is no longer covered under the manufactures warranty. You can contact our non warranty department at ************ so they can assist you. Parts and labor are warranted for one (1) year from the date of purchase.
Thank you.
Customer Answer
Date: 08/02/2023

Complaint: 20406933

I am rejecting this response because: the original warranty said 2 years. I have called the warranty department before using BBB and they quoted an unreasonable amount and said I would have a 2 year warranty but because I purchased through Best Buy I only get one. The document says 2 years that should be honored

Sincerely,

***********************
Business Response
Date: 08/03/2023
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.
Please provide an image of the document you are referring to.
Thank you!
Initial Complaint
Date:07/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Proform studio cycle in 2021 with additional protection until 2025. The display was flickering and partially failing. After multiple attempts and long waiting times (2-3hours) I finally explained the issue and they suggested sending a new screen which does not work or not compatible. I tried to reach them but no use. So I ended up using the original broken screen till July 2023. The original screen completely stopped working in July 2023. I called again and they again sent a new screen which is not compatible with the equipment we have at home. We are tired and exhausted trying to get it to work. We spent close to 1900$ purchasing the equipment which didn’t work for 90% of the time and my is wasted trying to reach them and there I no response to emails or calls. The calls get disconnected automatically after waiting for an hour. Please help us resolve this issue.
Business Response
Date: 07/31/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machine’s issues. We completely understand where you are coming from on this matter.

After reviewing your account it appears that your manufacture warranty has expired. Please contact our extended warranty team directly at- ###-###-####.
Let us know if you have any questions.
Have a great day !
Customer Answer
Date: 07/31/2023

Complaint: ********

I am rejecting this response because: I have tried reaching several times.They just keep sending wrong part and they do not understand or try fix the issue by sending right part. They don’t listen to the problem. I spent hours trying to reach them and the issue is never resolved. I have three non functioning wrong parts and it keeps repeating every time I call them. They end up sending wrong part.

Sincerely,

******** *******
Initial Complaint
Date:07/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 2022 purchased Nordic Trac with extended warranty and IFIT subsciption for $4K. Wanted one with Decline function. Due to size limitations & desired functions, opted for X22i, though was on the fence about that or X32i. Paid for the white glove setup service to have it set up on the padded flooring area that I purchased to fit the machine specs. When they said they were done, I was confused to see the machine hanging out over the padded area and into the hall by a couple of inches & and after further inspection/discussion with installers it was determined that they had sent the wrong machine, X32i, which has a 6 inch bigger footprint. As it had already taken a long time to get the machine, they said I could keep it or send it back for the one I ordered. I figured I'd live with the larger footprint and could still get around it. We didn't use it much over the next 6 months as we were in CA and on return to ** the winter in ******* is great. May 2023 marked a different story as it gets hot ************** started making a clicking noise and the belt seemed to be ripping when we started using it regularly. Contacted IFIT numerous times and got the runaround and no service. Went back to CA for a couple months, and came back in July. We started using the machine daily & problems got worse. 1) Part of belt ripped and sticks up, striking the hood every revolution. 2) Buttons on console don't work (speed, incline, start/stop). 3) Screen started saying workout would end in 9:59, we'd hit the arrow button and it would go away and continue for awhile, but then it just started to stop the workout. We worked around these issues while emailing/calling IFIT dozens of times with no resolve. Then 4) machine started bouncing dramatically & is like running on trampoline, making it unusable. We've asked MANY times for a tech to come fix it, and requests go ignored or they ask for more info we've already sent them. Warranty seemingly useless.
Business Response
Date: 07/31/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machines issues. We completely understand where you are coming from on this matter.

We have reviewed your account and have escalated this with the tech to make sure they contact you as quickly as possible.
We apologize for the delay and appreciate your patience.
Initial Complaint
Date:07/27/2023
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.
On or about April 4, 2022, we ordered a product from Nordictrack. We were very specific with the delivery company that works with Nordictrack that we needed this product delivered on days that we were off, but they wouldn&#**;t agree with that and that it had to be on the day and time of their own choosing. The delivery company also told us that the delivery appointment would have to be in their window along with trying to meet our needs in terms of delivery time because we are disabled and have problems waking up early mornings. We finally agreed to their terms due to not having an ultimate choice. We then proceeded to ask, what time and day will you come out to deliver the product. The delivery company replied with "We didn&#**;t know that they would let us know that information sometime in the future." One week later, they finally called us and gave us the delivery date and time. We then proceeded to ask once more if they would work with us a little on the date and time. They replied to us with that&#**;s the only ************* available. They also then proceeded to tell us they could move it up into the future but we would not know the date or time and it would have to be on their own terms again and also would encounter the same problem. My son would also have taken another day off work on top of another day he has sacrificed in order to help us with this delivery and to meet their schedule! The delivery time came and was scheduled for around or about 9am. So the time came, we had no product delivered. We then proceeded to contact the delivery company and they said the driver was running later and would not show up until sometime in the afternoon. The afternoon rolled around (about 2:00 or 3:00), still no product delivered and no communication from the delivery company. We called them back again and told them our product was not delivered. They replied to us, that the driver could not make our delivery to our place today. As a result, they also told us in addition, that a new date and time would have to be made again. At this point in time, my son has lost a day&#**;s wages because of the delivery company&#**;s negligence. So if we&#**;re to set up another day&#**;s wages. We decided from that point, to go ahead and cancel the order. They said that was fine and sent us a refund for the product. This is the most ridiculous, frustrating, stressful thing I have had to deal with. On top of that, my credit score is being negatively impacted and I have been referred to a collections agency which I strongly agree that I or either of my family members should have to deal with. My credit score due to this unnecessary inquiry has been detrimental to a one hundred point decline from about 748 down to 648.Thank you for your time and consideration. I trust that this matter will be taken seriously and look forward to a prompt and fair resolution.
Business Response
Date: 07/27/2023
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.
Our Billing and Returns team did inform us that your order was returned and the return fees are applicable.
If you do not pay the balance, the lender will charge fees and report that to your credit.
We have withheld the $250 return freight fee and the White ***** Assembly charge of $199.
Please let us know if you have any questions. Have a great day!
Initial Complaint
Date:07/27/2023
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 NordicTrack recumbent bike with iFIT screen in 2022. It was delivered missing the main part and screen. They finally sent the part. Then the bike was too hard to peddle on the lowest selection. Both my husband and I could not pedal it!!! They sent another part and a repair put it in. It still does not work properly. WE CANNOTBOEDAL THIS BIKE EVEN ON THE LOWEST SELECTION. I have written and called too many times. Now they just keep you on hold for 2 hours!!!! I want this bike picked up , returned and the balance credited to me. Im not even asking for a refund of the whole amount. Just the balance. Please help me. You are my last resort before I get lawyers involved. Thank you so much. *************************
Business Response
Date: 07/27/2023
Hello-

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

With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 5/23/2022. You can go online at ************************************************************ to further review if you would like.
We will need to continue with parts at this time. Does the resistance reflect the change on your console? Have you done a pin hole reset on the console? Please reply with these answers so that we may continue troubleshooting so we can resolve this issue for you.
Thank you
Initial Complaint
Date:07/25/2023
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.
Name: ******** *****
Purchase Date: 11/28/2022 Delivered: 12/6/22 *Deliver truck guys just threw it out of the truck both of my neighbors and myself witnessed this being thrown off the truck.
Product: NordicTrack Commercial 1750 Treadmill
Model #NTL14122.0
Serial #****** *******

BRAND NEW TREADMILL 1750 DOES NOT WORK. I want to RETURN THIS PRODUCT NEW 1750 Commercial Treadmill WAS SOLD/DELIVERED 12/6/22 DEFECTIVE AND ACTIVE WARRANTY 1 YEAR PARTS AND SERVICE IS NOT BEING HONORED. No one from the company knows how to resolve the none working brand new commercial 1750 treadmill I purchased 11/28/22 for $2499 Delivered 12/6/22. I personally assembled the treadmill end of March 2023. It worked for 1 week, total of 5 times and quit working after that. The top part works, display screen works, but bottom treadmill belt does not move at all like nonresponsive. I then registered the product and finally called the support team 4/20/23. Here is why I want a return now due to insufficient customer service, incompetent technicians, owned the product since 11/28/22 and it has only worked for 1 week total, also I am still within 1 year guaranteed a working new treadmill and no one from the company is responding to assist, help, or resolve the issue.
*4/20/23 – I call NordicTrack tech support says treadmill needs a new “motor”. They put the part order and it was delivered 3 weeks later May 8th. I personally delayed on installing part till June. I install the new part “motor control” and the treadmill proceeds to do the same exact thing as it did with the old “motor control”. Issue not resolved treadmill belt still not moving/responding.
*6/13/23 – I call NordicTrack tech support for initial 4/20 issue not resolved. This time they think the treadmill needs a new “wire kit control/cons”. Wire part was ordered, and NordicTrack requested for their 3rd party to come install the new “wire kit control/cons.”.
*6/15/23 – the 3rd party install team Jez Enterprise reached out to me and said call them back once I receive the part from NordicTrack
*6/29/23 – I received from NordicTrack new part “Wire Kit Control/Cons”
6/30/23 – I reach out to Jez Enterprise, let them know I have the part and am ready to schedule the install/repair. 7/1/23 Jez Enterprise responds they will get me with me about scheduling tomorrow 7/2/23. I never heard back on 7/2/23, so on 7/4/23 I reached out again to Jez Enterprise waiting for scheduling of repair and they said they will reach out and schedule me. They never called back or reached out to schedule me.
*7/6/23 – I call NordicTrack tech support team and explain all of the above issue not resolved from 4/20/23 still and install/repair team Jez Enterprise is nonresponsive. NordicTrack responds I have flagged you for a call back to be scheduled and resolved with 1 week. NordicTrack will call to resolve issue in 1 week. I never received a call back WAITED 1 WEEK 7 DAYS.
*7/14/23 – I call NordicTrack return department and request a return due to machine not working and tech support warranty not being honored within 1 years new product warranty. Returns department does nothing and states no returns after 30 days they cant help and they drop transfer me to NordicTrack tech support and I explain the above with no resolution they say I’ve flagged for a SUPERVISOR to resolve the issue and call you back within 7 days. Once again, I wait for a call back and never get a call back.
*7/21/23 – I call NordicTrack return department explain the above and returns department again does nothing but say they can’t help no returns after 30 days and they drop transfer me to the NordicTrack tech support team again. I explain all the above to them again and they say they have flagged it and requested a manager be in touch either EOD 7/21/23 or on Monday 7/24/23. Well once again I received no call from anyone.
*7/25/23 – I call NordicTrack returns department explain above and they once again do nothing but say they cannot return after 30 days. The return representative did warm transfer to the NordicTrack Tech support team and all they say again is sorry someone has been flagged and will contact you in 48 hour…..

Worst customer experience I have every received. I never file complaints, but this experience has been terrible, not helpful, calling with no responses, product is new and broke, warranty not being honored, issues not resolved for a brand-new customer and brand-new treadmill. A RETURN AND REFUND FOR THIS TREADMILL IS EXTREMELY WANTED. Will anyone response since no one from NordicTrack seems to be doing anything to fix this issue?
Business Response
Date: 07/26/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy has expired as we did not hear from you regarding a refund or 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 have reached out to our service department and escalated the service order so we can get an update so we know how we need to proceed.
Thank you!

Customer Answer
Date: 08/01/2023

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.

Next day after complaint the Nordictrack had the install team resolve the problem that day. But I’d still wouldn’t buy another one.

Sincerely,

******** *****
Initial Complaint
Date:07/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for a fitness machine on 6/18. The next day, I found out my daughter would not be moving out and I did not have room for the machine. I contacted NordicTrack on 6/21 to cancel. I was informed a few hours later it had already shipped although the ship date hadnt even been reached yet. I persisted in telling them to cancel. I never received a shipment confirmation until 6/24. ***** even informed me they didnt even pick it up until 6/25. Now, they are insisting I pay for the return freight and restocking because I didnt cancel before it shipped. This is clearly a scam for them to force the equipment to ship to take advantage of consumers so they still make money off of cancelled orders. I want my account cleared of all charges and closed as I will not do any business with such a heinous and fraudulent organization.
Business Response
Date: 07/25/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************
Your refund was processed on 7/5/2023 the refunded amount was $959.36. You will see this amount within the next 30 days or less.

The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
If you have any further questions, please call our Billing team at **************.

Thank you

Customer Answer
Date: 07/25/2023

Complaint: 20369999

I am rejecting this response because: Your very own return policy states that there are no fees if canceled prior to shipping. Your own records clearly indicate I did do just that, as does ***** records. The item was forced shipped the item and the only reason you would fight or argue this is deceptive.

Sincerely,

*************************
Customer Answer
Date: 07/25/2023

Complaint: 20369999

I am rejecting this response because: Your very own return policy states that there are no fees if canceled prior to shipping. Your own records clearly indicate I did do just that, as does ***** records. The item was forced shipped the item and the only reason you would fight or argue this is deceptive.

Sincerely,

*************************
Customer Answer
Date: 07/25/2023

Complaint: 20369999

I am rejecting this response because: Your very own return policy states that there are no fees if canceled prior to shipping. Your own records clearly indicate I did do just that, as does ***** records. The item was forced shipped the item and the only reason you would fight or argue this is deceptive.

Sincerely,

*************************
Business Response
Date: 07/25/2023
Hi *******,
We apologize for the inconvienance, fees are applicable once the machine ships out from our warehouse. We attempted to stop the order prior to shipment, but we were too far into the shipping process at that time. We apolgoize but fees stand, per the return policy.
If you have any additional questions please feel free to reach out to our Billing and ****************** at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 07/25/2023

Complaint: 20369999

I am rejecting this response because: the unit didnt ship. Being too far along is subjective and not fact. Fact is it didnt ship for at least two days after notification of cancellation, being generous, and four days per ****** I will not pay the fraudulent fees.
BBB, thanks for trying, but I guess this goes to formal/legal complaint.

Sincerely,

*************************
Business Response
Date: 07/25/2023
Hello *******,
We apologize for the inconvienance, we have confirmation that the fees are applicable per the return policy, which is agreed to at the time of puchase by our Billing and Returns Mangament. We understand the frustration and apologize for the confusion.
Thank you
Initial Complaint
Date:07/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/21/2022, I ordered an elliptical from NordicTrack ("NT), owned and managed by iFit. On 12/1/2022, elliptical was delivered. on 12/5/2022, elliptical began screeching with each rotation. on 12/7/2022, contacted customer support. They sent parts out. 12/19/2022, service tech comes out to repair elliptical and install parts. 12/19/2022, elliptical starts screeching again. 12/20/2022, tech comes out again to repair. 12/22/2022, elliptical making loud noises again. 1/11/2023, tech comes out to repair again, orders parts. 2/2/2023, tech comes to repair and install parts. Still more issues. Tech comes out to repair in May 2023. June 2023, more loud screeching from elliptical. 7/24/2023, tech comes out again to repair.

The elliptical I bought has been wrought with issues from the second week. The service tech has been out on at least 5 different occassions to repair the elliptical. The elliptical I purchased is advertised by iFit as "commercial grade." I expect something of that grade to function properly and not been under constant repair in the first year of ownership.

iFit is in breach of the Song-Beverly Consumer Warranty Act (Cal. Civil Code section 1790, et. seq.). I want my money refunded in the amount of $1,632.37. I also want the elliptical hauled away by iFit at their expense.
Business Response
Date: 07/25/2023
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.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy has expired as we did not hear from you regarding a refund or 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 do see the notes from your service visit and have been uploaded stating the unit is now working as it should, if this is incorrect, please do let us know.
Thank you!

Customer Answer
Date: 07/25/2023

Complaint: ********

I am rejecting this response because:
The
elliptical I purchased is defective. I continue to have the same issue occur repeatedly,
which is “repaired,” but shortly thereafter, the same problem or a new problem
arises. Almost every month since I have owned this elliptical, I have had a
problem with the elliptical requiring me contact customer support. The
elliptical, for the majority of my ownership, has been unfit for its ordinary
purpose as an equipment on which to exercise.
The Song
Beverly Consumer Warranty Act prescribes that under the "implied warranty
of merchantability," a manufacturer of consumer goods must ensure their
goods are "fit for the ordinary purposes for which such goods are
used." (Cal. Civ. Code 1791.1.)
In Mexia v. Rinker Boat Co., 174 Cal. App. 4th 1297 (2009), the court stated: “Under the Song–Beverly Act, every retail sale of ‘consumer
goods’ in California includes an implied warranty by the manufacturer and the
retail seller that the goods are “merchantable” unless the goods are expressly
sold ‘as is’ or ‘with all faults.’ (Civ.Code, §§ 1791.3, 1792.)
Merchantability, for purposes of the Song–Beverly Act, means that the consumer
goods […] [a]re fit for the ordinary purposes for which such goods are used. […]
(Civ.Code, § 1791.1.) ‘The core test of merchantability is fitness for the
ordinary purpose for which such goods are used.’ (Isip v. Mercedes–Benz
USA, LLC (2007) 155 Cal.App.4th 19, 26, 65 Cal.Rptr.3d 695.) Such
fitness is shown if the product “is ‘in safe condition and substantially free
of defects....' ” (Id. at p. 27, 65 Cal.Rptr.3d 695.)”

Similarly, in Music Acceptance Corp. v.
Lofing, 32 Cal. App. 4th 610 (1995), the court stated that “an implied warranty
of merchantability accompanies every retail sale of consumer goods in the
state.10 (§ 1792.) This warranty includes a guarantee that the particular item
is ‘fit for the ordinary purposes for which such goods are used.’ (§ 1791.1,
subd. (a)(2).)”

The
elliptical has been “repaired” so many times, beyond what would be considered “reasonable”
by a reasonably prudent consumer. I contacted NordicTrack/iFit within the first
30 days because the elliptical was already experiencing problems. I ordered the
elliptical on 11/21/2022. The elliptical was delivered on 12/1/2022. Four days
after the elliptical arrived, 12/5/2022, it began having problems. By the time NordicTrack/iFit
sent a technician to repair the elliptical, it was 12/19/2022. The technician
came out on 12/19/2022 and 12/20/2022 because it took two visits to fully
resolve the problem. On 12/20/2022, I contacted NordicTrack/iFit and told them
that I did not want the defective elliptical, that I wanted a refund and that NordicTrack/iFit
would need to cover the return shipping as well. I was told someone would contact
me but I was never contacted regarding a return. Then, on 12/22/2022, only two days
after the “repair,” the elliptical had problems again. The technician returned
again on 1/11/2023 and ascertained that a new part needed to be ordered. He
returned on 2/2/2023 to install the new part. He returned again in May 2023,
and on 7/24/2023 for additional repairs. Shortly after each “repair,” a new
problem would arise rendering the elliptical unusable. The elliptical I
received is defective.
NordicTrack/iFit
cannot hide their defective machines and breach of implied warranty behind a 30-day
return window. I want NordicTrack/iFit to refund the amount I paid for the
elliptical and have it hauled away at their expense.

Sincerely,

***** *** ***

Business Response
Date: 07/26/2023
Hello-
We are unable to offer a refund or return as the machine is no longer within the 30 day return window, we do apologize. You can go online at ************************************************* to further review if you would like.
If you have any further issues with the machine, please reach out to our member care for assistance at ************** (****).
Thank you!

Customer Answer
Date: 07/28/2023

Complaint: ********

I am rejecting this response because:
As a company that markets its elliptical as "commercial" grade, I would expect it to work without issues in the first few years. My elliptical has been wrought with issues from the first few days of use. I have already cited the dates that a technician has had to come to repair the elliptical.
The NordicTrack elliptical is the third elliptical that I have owned. The previous ellipticals ran great for 5-6 years before running into problems. On top of that, the manufacturers of my previous ellipticals had great customer service and stood behind their products. NordicTrack/iFit is, without a doubt, the worst company I have ever made a purchase from. I will reiterate that NordicTrack/iFit cannot hide their defective machines and breach of implied warranty behind a 30-day return window. Show some integrity and stand behind your products. I want NordicTrack/iFit to refund the amount I paid for the elliptical and have it hauled away at their expense.

Sincerely,

***** *** ***

Business Response
Date: 07/28/2023
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.
We are happy to assist you with parts and service if you have any further issues please contact our member care.
Again, we are unable to offer a refund, we do apologize.
Thank you!
Initial Complaint
Date:07/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had my elliptical delivered February 2. Attempted multiple times to get it fixed. It has not been working since I got it basically. Promises have been made and still not fixed. I’m going on 6 months of not having a machine that works. They are refusing to take it back but it is a a lemon at this point with no attempt to fix it. Frustrated and want to return it.
Business Response
Date: 07/25/2023
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.
I do see the technician will be contacting you as they are going to work on getting you scheduled for August. They should be contacting you within the next couple of business days for scheduling so we can get this resolved for you.
Thank you!
Initial Complaint
Date:07/21/2023
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 merchant iFIT charged my credit card on 3/6/23 in the amount of $430.65 for membership renewal. Per the terms and conditions of iFIT, I have 30 days to cancel this membership. After several attempts at trying to cancel without success, I filed a dispute with my credit card company. iFIT quickly rejected the dispute accusing me of "friendly fraud" and immediately cancelled my membership WITHIN the grace ****** and did not return my funds. I finally made contact with iFIT within the 30 day grace ****** and an associate assured me the membership was cancelled and they were required to hold on to the funds for 120 days due to dispute state law. On 7/20/23, I contacted iFIT again as I still have not received a refund. I spoke with a supervisor (**** employee ID #******** who offered me sarcastic and terrible customer service. He stated it was going to take another 2-3 months to process a refund. Since 3/6/23 iFIT has taken my funds and cancelled my membership. I have received no goods or merchandise from iFIT yet they refuse to refund the $430.65 they charged me on 3/6/23 and it is now 7/21/23.
Business Response
Date: 07/24/2023
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 spoken with our iFit team and they have stated that since the charges have been disputed, it will take some time for the dispute to finalize and the refund to be processed.
One the dispute is finalized, the refund will be put through.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 07/24/2023

Complaint: 20359017

I am rejecting this response because it has been 7 (SEVEN) MONTHS since the dispute was issued and nearly half a year since I was advised the dispute was closed by my credit card company and rejected by iFit. I believe this is outside the CA legal requirements for a chargeback. Ive given up hope I will ever get a refund. A total one year membership was charged to my card approaching $500.00 dollars and because my subscription was cancelled immediately in March, Ive received zero services or merchandise. I purchase many goods from ****** including the advertisement of iFIT. I feel I must contact ***************************** just to advise them of my experience and file a complaint with the **** Youre charged my card 7 months ago and gave me nothing in return. It shouldnt take this long and at a minimum you should be able to advise me of a due date.

Sincerely,

*********************
Business Response
Date: 07/25/2023
Hello,
Our Billing and Returns team have stated that a dispute was filed on 3/21/2023. The dispute process can take at least 120 days to resolve.
We are not able to process the refund until the dispute has been processed.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 07/25/2023

Complaint: 20359017

I understand. Since we have exceed the ********************* Mastercards terms and conditions, I would assume the team at iFIT would have a good grasp of the situation by now and more detailed information to relay to the consumer. Your associate manager stated probably 2-3 more months. There was zero fraud here and I feel Im being punished by iFIT for canceling a membership. I suppose I have no other choice but to remain in the dark, continue to pay interest on this charge, and hope for the best. Thank you

Sincerely,

*********************
Business Response
Date: 07/26/2023
Hello,
We apologize, the refund will be released once the dispute has been resolved.
We apologize for the delay.

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