Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,255 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/24/2023
Type: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 youCustomer 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: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: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: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.
Initial Complaint
Date:07/21/2023
Type: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.
Company used a 3rd party to install fitness equipment that does not work. Will not take park the same equipment without a penalty fee and cannot fox the same equipment. Cost over $3000Business Response
Date: 07/21/2023
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.
We have reached out to our Billing and Returns Department regarding your request. They have confirmed that a service tech has been set up to inspect your machine. If you are willing to keep that appointment we would be able to credit you $115 to your account.Please let us know if this is someting you would be willing to accept.
Thank you
Customer Answer
Date: 07/21/2023
Complaint: ********
I am rejecting this response because:
A tech has already come out and inspected the machine that was installed incorrectly and said that the people who installed it broke the wire in the console. It’s been 4 weeks and the machine does not work. It is broken. It was delivered and installed broken.
Sincerely,
*** ********Business Response
Date: 07/25/2023
Hi ***,
We sincerly apologize for all you have been through, I would be happy to get those wires ordered for you a the tech back out to install those for you if you would prefer to take the compensation. Please let me know if this is the route you would like to go.
Thank you
Customer Answer
Date: 07/25/2023
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.Why would I want the compensation of $115 dollars? You guys broke the machine, you guys are responsible for fixing it. This whole experience has left a sour taste in my mouth with your company and after seeing all the other complaints made by people I am not surprised.
I want the machine fixed, my time and inconvenience to be recognized and addressed by the company.
Sincerely,
*** ********Business Response
Date: 08/04/2023
Hello,
Thank you for reaching out regarding your machine, we apologize for all you have been through getting this resolved. We have notified our service coordinator that you would like to go ahead and fix the machine. We are currently waiting on the tech to upload his notes so that we can see which parts he requests that we replace. Once those are ordered an email will be sent to you with the tracking info. Again, we apologize for the inconvienance this has caused you.
Thank you
Customer Answer
Date: 08/07/2023
Complaint: ********
I am rejecting this response because:
This is not enough. The treadmill has remained useless and broken for 2 months. I have lost out on the free apps and other benefits because I could not use my treadmill. The tech is coming on Thursday. If he cannot fix it I want a full refund. That is my position.
Sincerely,
*** ********Business Response
Date: 08/08/2023
Hi ***,
We sincerly apologize for the experience you have been through, if the tech cannot repair the machine, and says it's not repairable we can do a refund. In the meantime we are happy to add 90 days back to your ifit membership so that you are not losing time. Please keep us informed after the tech has had a chance to repair the machine.
Thank you
Customer Answer
Date: 08/08/2023
Complaint: ********
I am rejecting this response because:
When the tech gives me his feedback I will be in contact. However if he feels he needs more parts to fix the machine do you think it is acceptable for me as a customer to have to wait another 2-3 weeks for parts and then to schedule a tech again which I was informed will take 2-3 weeks as he is in Norfolk. How long does this have to go on for? How long do I have to have a broken treadmill in my home?
Sincerely,
*** ********Business Response
Date: 08/09/2023
Hi ***,
We apologize for all you have been through. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. We do need to see what the tech can do once it comes out before we can make that decision, thank you for being so patient with us, we truely appreciate it. Thank you.
Customer Answer
Date: 08/11/2023
Complaint: ********
I am rejecting this response because:The tech has fixed the issue. However I have lost my free 30 day trial as a result of the treadmill been broken for 2 months. How do I go about adding extra free trail period? I attach a doc that outlines the Family Service Plan that I received over a month ago.
I paid extra for white glove service and this service was not implemented. I would like this extra payment addressed for “White Glove Service”.
Sincerely,
*** ********Business Response
Date: 08/14/2023
Hi ***,
Thank you for keeping us in the loop, we have gone ahead and extended your ifit membership so you can enjoy the workouts, We've extended your membership until 11/12/23 under the email ***********************. Please let us know if you have any further question.
Thank you
Initial Complaint
Date:07/20/2023
Type: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 the NordicTrack S45i from the Military Exchange store on 1/21/2021. I received the NordicTrack S45i on 2/16/2021. I purchased a four year warranty effective 1/28/2021. My treadmill stopped working in January 2023. I called several times and spoke with several different representatives receiving different answers to when my treadmill would be fixed. My treadmill was finally fixed July 1, 2023. It took 5 months,2 repairman, 2 different parts and me calling two times a week to get my treadmill fixed. The last repairman was even almost 3 hours late getting to my home. I would like a refund for the purchase price of the treadmill and the extended service plan. I will return the treadmill. It was too much of a hasell explaining issues, calling twice a week, hunting down parts and tracking numbers and waiting and calling repairmen and the repair office and not having the treadmill for the length of time it took to get it fixed. I don't want the stress and anxiety of worrying about going through this again.Business Response
Date: 07/21/2023
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 apologize, we are not able to provide a return/replacement as you did not purchase your machine directly from us.
If you'd like to return, you will need to speak with your point of purchase directly.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 07/26/2023
Complaint: 20350876
I am rejecting this response because: The equipment is your responsibility. As a consumer, I purchased NordicTrack for what I thought was a quality product. Now I find that is not the case any longer. It was out of use for almost 6 months, 6 months of frustration. The response you sent me was a generic response that you added to the case within seconds. Now compare that to my 6 months of calls, being on hold, scheduling with third party vendors, waiting on late third party vendors to arrive at my home, and now trying to get this resolved through the Better Business Bureau. The time I spent going back and forth with these issues was way more than the treadmill itself if you times that by my hourly salary. If you were in my shoes, you would reject your response as well. I only want a fair refund of what was paid for the treadmill. I used it for a year so we can do a prorated amount if needed.
***********************Business Response
Date: 07/28/2023
Hello,
Again, we apologize, we are not able to provide a refund, replacement or return as you did not purchase directly from NordicTrack.
We are happy to continue to resolve the issue with parts and service at this time.
Customer Answer
Date: 07/28/2023
Complaint: 20350876
I am rejecting this response because:
According to my user's manual it states for customer care "Please do not contact the store". This is terrible customer service. I'm tired of this - please give me a customer credit then for family ********************.Note that my extended service plan is until 1/28/25. I have records where you have been out two my house twice to fix issues and will continue to keep records going forward.
Sincerely,
***********************Business Response
Date: 07/31/2023
Hello,
We suggest to not contact the store for parts and service issues. When it comes to returning or requesting a refund, it must be done with your point of purchase.
Customer Answer
Date: 08/01/2023
Complaint: 20350876
I am rejecting this response because: I am not a happy consumer and will not be purchasing anything from this brand again. I will also be leaving reviews on any site available as per the other customers have on this page as well. This company is only replying with generic responses, which represents the generic equipment I purchased.
Sincerely,
***********************Business Response
Date: 08/02/2023
Hello,
We apologize for your experience.
We're happy to help get the issue resolved with parts and service.
Let us know if you'd like to proceed.
Have a great day!
Customer Answer
Date: 08/03/2023
Complaint: 20350876
I am rejecting this response because: the company keeps putting the same response and is not communicating.
Sincerely,
***********************Customer Answer
Date: 08/08/2023
I don't want to supply the machine for parts. I lost 6 months of use and paid services through this company waiting for the parts. If they can refund the purchase price they can provide the 6 months of use lost on the ifit subscription along with adding 6 months to my warranty that was lost as well.Business Response
Date: 08/08/2023
Hello,
Again, we apologize. A return is not an option as you did not purchase directly from NordicTrack. Please contact your point of purchase to discuss your return options.
Have a great day !
Customer Answer
Date: 08/08/2023
Complaint: 20350876
I am rejecting this response because: The business needs to read my response before sending a response that has nothing to do with what I wrote. PLEASE READ - I am NOT asking to return the equipment.
Sincerely,
***********************Business Response
Date: 08/09/2023
Hello,
We are not able to provide a return, replacement or refund.
We're happy to resole the current issues with parts and service.
Please provide more information about the current issue.
Customer Answer
Date: 08/10/2023
Complaint: 20350876
I am rejecting this response because: I am not asking for a return, replacement or refund. I want a ifit card for the 6 months of service that I was not able to use it for.
Sincerely,
***********************Business Response
Date: 08/11/2023
Hello,
Our iFit team has added 6 months onto your membership.
The new expiration date is Feb 20th, 2024.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 08/14/2023
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:07/20/2023
Type: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.
iFIT failed to give me credit for a returned motor that was not needed !
Communicating with lower level entry employees took over two hours and NO resolution of credit for returned motor !Business Response
Date: 07/20/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you experienced regarding your order. We completely understand where you are coming from on this matter.
We are unable to view online orders, you will need to call our member care at ************** (****) so they can help look into this for you.
Thank you!
Customer Answer
Date: 07/25/2023
Complaint: ********
I am rejecting this response because:Spoke to person in billing and she said she would get back after checking ?That was an hour ago !
Sincerely,
****** ******Business Response
Date: 07/25/2023
Hello-
We do sincerely apologize, you would need to speak to our member care so they can get that taken care of for you. Please try reaching out to them as we are unable to view the order.
Thank you!
Initial Complaint
Date:07/19/2023
Type: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 ProForm Treadmill 2/9/23. It started making a buzzing noise. I have called and called. I have submitted numerous requests for help - I only get the reply of 'it shouldn't make a buzzing sound.' and a NO REPLY email. No one will call me or deal with this - it has a one year warranty and should be taken care of. They asked in one email for me to send them information and proof of the buzzing which I did - that too got NO response except unplug it and see if that helps - I have unplugged it and I leave it unplugged when not in use - that does NOT fix the problem - I want these people to stand behind their warranty and product or send me my money back.Business Response
Date: 07/19/2023
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 parts for you and set up a service order as well. Your part order is ICS9719599. You can track that at the link below:
**************************************************************************
We also requested a technician to come out and install that for you once it arrives. Please allow **** business days for shipping.
if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:07/17/2023
Type: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 have had the **** treadmill for a couple of years. Last year it automatically charged my credit card without authorization. I filed fraud complaint with CC company and it was canceled. Now I refuse to connect my treadmill to the internet but it won't let me use it in manual mode after restarting it today. They, Nordictrack or IFit, have rendered the machine inoperable due to not paying their membership feesBusiness Response
Date: 07/17/2023
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.
WIFI is required for this machine but does not require a membership. You do not have to sign-in, you can continue without signing in and use manual mode.
There is an option in the top right corner when it comes with up with the login screen.
Let us know if you have any questions.
Have a great day!
Customer Answer
Date: 07/17/2023
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:07/16/2023
Type: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 ordered a NordicTrack online. It came on time in January. We did not have spot to set it up in our house right away. When we set it up it would not work. We called a couple of times and IFIT tried to help. It still would not work. When i asked to have someone come out to help us they said they had no one to service the machine in our area. I asked at that time to return the treadmill and they said no because there is a 30 day return policy and we were past it. They claimed they could do a diagnostic with video from my phone. the person thought it was the motor and ordered a part. I was contacted by a tech. He never showed. I called to complain more times. A tech came to our house and said it was a totally different issue and would order a part and come back. He has never come back. I have called a number of times since then and they say they are trying to contact the tech and he never ordered the part. They have escalated the problem at least 5 times with no resolution. I have spoken to a manager and was again told they would not take it back. It's July and it has never worked. I feel like they are waiting for me to give up. I have continued to make the payments and have never been able to turn on my $2600.00 treadmill. They do not care. I don't know what to do...Business Response
Date: 07/17/2023
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 further to make sure you're taken care of.
We should have an update from the tech and service team within the next 48 hours.
Let us know if you have any questions.
Have a great day!
Customer Answer
Date: 07/17/2023
Complaint: 20330230
I am rejecting this response because: every time I call IFIT they give me this exact response. My case has been escalated several times. There is never any resolve to this matter. They have told me a tech would respond within 48 hours st least 3 times. Nothing is ever done. We are extremely frustrated.
Sincerely,
*******************************Business Response
Date: 07/18/2023
We apologize, we will get this resolved as quickly as possible.
We should hear back within the next 24 hours.
Customer Answer
Date: 07/18/2023
Complaint: 20330230
I am rejecting this response because: They never follow up. If I accept their answer I feel like my complaint will never be resolved.
Sincerely,
*******************************Business Response
Date: 07/18/2023
Hello,
We apologize, check back within the next 48 hours for an update.
Customer Answer
Date: 07/20/2023
Complaint: 20330230
I am rejecting this response because: again it has been 48 hours with no response from them. They will never fix this issue. I would like to return the treadmill
Sincerely,
*******************************Business Response
Date: 07/24/2023
Hello,
Our service team has reached out to the tech requesting an update. We will update you once we hear back!
Customer Answer
Date: 07/26/2023
Complaint: 20330230
I am rejecting this response because: this is the answer I have been told at least 10 times. Their last response was that they would have someone call us within 48 hours. It never happened. I want them to take the treadmill back and refund my money at this point. I have had it since January and have never been able to use it.
This is insane!! I want to return the treadmill. There has to be a lemon law of some sort.
Sincerely,
*******************************Business Response
Date: 07/28/2023
Hello,
Our service team has reached out to the tech company again requesting that they upload their visit notes.
Customer Answer
Date: 07/29/2023
Complaint: 20330230
I am rejecting this response because:
Its not an acceptable answer. This is all they ever say. Can someone please give me a call on this. I am thinking I might need to get an attorney.
Sincerely,
*******************************Business Response
Date: 08/03/2023
Hello,
We apologize, we do not have an update yet. We will get this resolved as quickly as possible. The tech has been notified several times.
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