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 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:07/21/2023
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 $3000
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 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.
Initial Complaint
Date:07/14/2023
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 this treadmill in April 2020 it came with a one year free membership for iFit. I didnt use it because I got hurt and had covid complications. After I recovered I decided to open the card and redeem it to my surprise. It was already redeemed by someone else and a different country. I know this information because I called iFit immediately to ask for help with my membership, I contacted iFit this year of 2023 in February. They had me give them the serial number to my treadmill. I provided them with a receipt of purchase and I also emailed them photographs of the gift card that was never redeemed by me, after a lot of going back-and-forth, they agreed to honor my one-year iFit membership, they told me that it would be an in affect from March 2023 to March **** to my surprise. My membership was canceled in April 2023. I called iFit again today July 14, 2023 to ask what happened to my membership answer my one year membership that they had provided me with. Now they are telling me that same old story that my membership was redeemed by someone else with a different email and theres nothing they can do about it so Im telling them to go back and read the notes the conversations that I had back in February where this was supposedly resolved and they have no recollection of those notes. Their customer service is horrible. The only thing that the man over the phone was telling me was to calm down and to relax with no solution. They told me that a manager or a supervisor would call me in the next two hours. Its been four hours and they still have not called me. They have the worst customer service ever. How can it be that somebody redeemed my code in a different country using a different email, and they can't help me get my membership back, after giving it to me and now they take it away again!! This is a scam! They are either selling duplicate memberships or this is a strategy to scam people.Business Response
Date: 07/17/2023
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 you were in contact with our team on 7/14 about this issue and were able to resolve it with them.
The monthly charge you received has been refunded.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer 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:07/13/2023
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 $3000 Nordic Track treadmill in March of 2021. This treadmill works with an interactive fitness program run by iFit. Over the past 2 years, I have had multiple problems with the treadmilll/iFit interface that I have spent hours on the phone with iFit working to resolve. In late-April, my treadmill again quit working and I called a third party repair company to come to my home to determine the problem. It took several weeks before they were able to schedule my appointment and when they came, they determined that I needed a part that they had to order from Nordic Track. This part took several more weeks to get from Nordic Track and then I had to wait an additional 2 weeks before the repair company could come back out to install the new part. I just found out this week that the part they ordered did not solve my issue and the main control panel would also need to be replaced which would cost several hundred more dollars at which time I determined that I could not afford this additional cost - rendering my treadmill unusable after just over 2 years. I contacted iFit today as a week prior to my treadmill not working in mid-April, I paid $427 for a yearly membership to the iFit program which I can no longer use (and have not been able to use since I renewed it in late April). The iFit customer service team told me because I did not notify them within 30 days, they refused to provide a refund even though I explained that I did not know within 30 days that my treadmill was not repairable. My request is that iFit does the right thing and refunds the full $427. I am already out $3000 on a treadmill that I can no longer use and I have spent several hundred dollars from the repair company that was unable to fit my equipment.Business Response
Date: 07/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
I have reached out to our IFIT team and they have refunded the charge for you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:07/12/2023
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 spoke with a representative June 2021 to discuss purchasing a treadmill that could perform like the Peloton and allow me to workout with friends on the same platform from anywhere in the world. The salesperson said their machine would allow me to do this, as it offered both competition mode and live workout mode. Based on this representation, I purchased the treadmill on June 8, 2021 (Order No. *********) for $3,591.58. After my purchase, I learned that the competition mode was not fully developed and "was being worked on" and to give it a few weeks. Weeks and months passed, after multiple chat sessions and phone calls, and I was still unable to utilize the competition mode with my friends across the nation. I contacted Nordictrack to be told that the competition and live workout mode was no longer compatible with the treadmill. I have attempted for the past few months to work with them via chat, email, phone and letters to resolve this issue. I have asked for a full refund and return of the treadmill, so that I can buy a machine that actually does what I need; or, to refund the remainder of my loan amount (through their loan co. TD Bank) do that I could sell the machine, as the machine is now useless to me. The co. has only offered me 1 year free of membership to the Ifit App that I already have and that does not offer the platforms which were promised when I purchased the machine. I did not sign and was not offered any paperwork or terms and conditions stating that the above platforms would be discontinued after my purchase. I relied on their word that I could use the machine for a specific purpose, and they lied to get me to purchase the machine, because I could NEVER use it for competitions with friends as they said. It was not until after the refund period when I was told that the platforms they said could be utilized with the machine were not available. This is simply not fair to a customer to be lied to and duped into making a purchase.Business Response
Date: 07/13/2023
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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your 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 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.Our records indicate that you have spoken to our escalations team and they have let you know that we are unable to issue a refund for the machine. along with them we are happy to add 1 year of ifit to your membership for you if you would like.
Thank you
Customer Answer
Date: 07/13/2023
Complaint: ********
I am rejecting this response because it was only due to Nordictrack's statement to me that I would be able to utilize the competition platform, and it was being updated/upgraded/improved that I chose to keep the machine past the 30 days and utilize this platform that was promised to me to induce me to purchase the machine.. Why am I being punished for relying on Nordictrack's statement that the machine could perform in a certain manner and then selling me a machine that could not? I did not do anything wrong here. You promised me that I could use the machine for competitions and live workouts, and I cannot. You said I would be able to "soon", it never happened, and now you don't offer that option at all. How is that not grounds for a refund?The 1 year offer for the Ifit App does not solve the problem because I still cannot do competitions or live workouts, which were promised to me.
I do appreciate that you all are not saying you aren't wrong here, but I would really hope that you can make this right. I simply want to use the machine to see my friends and help all of us maintain our health goals. I understand your salesperson thought the machine was capable of such, but now that you all know it was not and still does not do such a thing, can you please help a good paying customer resolve this and refund the money I paid? I shouldn't be held captive to your sales agents' misrepresentation. Just morally, that's not right.
Sincerely,
******* ************Business Response
Date: 07/14/2023
Hello,
Our Company is now focused with our pre-recorded workouts that we have been doing as well. We have seen most of our members are interested in these workouts. Because of this, we are moving our focus to certain features of the app so we can build and improve those programs and features. Because of this, they have decided to discontinue the live workouts as we transfer our focus to our iFIT application. We apologize for the inconvienace this has caused you.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 07/17/2023
Complaint: ********
I am rejecting this response because it does not solve the problem I’m having with the machine. I understand you’re no longer offering live workouts and competitions, but this is what you all promised me when I made the purchase. So, all I’m asking is for a refund so I may purchase a machine that does actually offer this, as it is necessary for my friends and I to workout together (we live in different states). You all asked my needs when I purchased and when I told you this was what I was looking for, you promised I would have no problem doing this. However, the competitions never worked (see the attached chat sessions), and now you no longer offer it. So, what am I supposed to do at this point, now that you all sent me a machine that does not do what you promised it would do?It seems like this is unjust enrichment. You all have my money, but sent me a machine that doesn’t perform the way I was promised. I’m begging you all to work with me to make this right. I didn’t purchase to use the recorded workouts, so that is not an option for me.
Sincerely,
******* ************Business Response
Date: 07/19/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced. 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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your product within 30 days upon receipt. If you wish to read more about the return policy, you can do so at **************************************
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 07/19/2023
Complaint: ********
I am rejecting this response because your customer service department was unable to assist me with this request, saying that someone in upper management needed to assist me. I am asking if someone with more authority can help with this, seeing that the refund return period was only missed due to your misrepresentation of what the machine could do. I waited the timeframe for you all to fix the issue, and it was never fixed, and now you no longer offer the platform that was promised to me. Are you saying, there is nothing that you all are willing to do to compensate for your misrepresentation in selling me a machine that could not perform in the way that you are promised?
Sincerely,
******* ************Business Response
Date: 07/21/2023
Hello,
We sincerly apologize for your frustration, 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 however, we are able to offer you a 1 year IFIT Membership to continue with the prerecorded workouts. We apologize that the live streaming services have been discontinued and would like to help maintain your heath and wellness goals with our state of the art IFIT membership. Please let us know which email you would like to add that to.
Thank you
Customer Answer
Date: 07/21/2023
Complaint: ********
I am rejecting this response because I’m concerned about the competition platform that you all promised I could utilize with friends with your machine. How do I do that with this machine now? Since I purchased the machine, this platform never worked. Are you saying you’re okay with selling me a machine for a specific purpose and not offering any compensation (not the app (i already have that)) for promising your customer something and then not providing it? That just doesn’t seem fair.
Sincerely,
******* ************Initial Complaint
Date:07/11/2023
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 an x22i on Black Friday in 2019, order #********.
First of all, Ryder was such a nightmare. I lived in base and told them that from the get go. They kept sending felon after felon after felon to deliver, get all the way to the gate, and then be shocked they couldn’t get on. It took me well over 16 hours on the phone to get it delivered months later. Then I never even got it set up in my house, or white glove room of choice, which I also paid for.
One guy that said ‘I mean, it’s too heavy for just me, and I can’t set it up alone. That would take me so long.’
So my husband did it, also alone. So this guy was lazy and incompetent.
Since then, the machine has broken three times. Every time it’s the same issue. Every time the same part fixes it. Every time, they require us to jump through every hoop imaginable to prove to them we’re worthy of a fix. Videos, video chats, phone calls, emails. So now it’s broken a fourth time. The belt will randomly stop and start, both dangerous and a liability.
We let them know it’s broken a fourth time. They had the audacity to let us know it’s now out of warranty, the extended warranty we paid extra for. Yay for them that their machines will break every year until the day you die. Eventually they’ll get more money from you.
So now they’re asking us to pay $155 just to get someone out to come look at it.
This was also promised with our purchase. ‘Someone will come out yearly to check your machine.’ Since Covid happened no one has ever come or even offered to come.
I will not be paying for someone to come to my house to confirm what I already know. It’s literally already happened three times.
At this point I want every cent back I’ve paid for this treadmill. It’s a lemon, and they need to admit that without demanding more money from me. I need this thing out of my house, and I want my money back.Business Response
Date: 07/12/2023
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.
We're happy to get this resolved.
Please verify if you have purchased an extended warranty by providing a proof of purchase.
Please also provide additional information about the current issue.
Thank you!
Customer Answer
Date: 07/15/2023
Complaint: ********
The problem is that we did have a extended warranty and the issues we had over and over have not been fixed. It kept breaking. We have submitted numerous complaints about it and the control board has been replaced 3 times and the upper monitor unit once. Every repair has made it work temporarily then it would break again having the same issue. You can see in the attachments that an email mentions a case number that is not listed on our account history. It seems some of our repairs have not been logged properly or have been removed all together. We are asking that it be replaced under the lemon policy or refunded. It doesn't make sense to repair the same problem over and over under the warranty then expect us to pay for another warranty to continue repairs on the same problem. No matter how many warranties we buy this isn't getting fixed. My last email to icon fitness was to ask for two wire harnesses that I think may actually fix the treadmill since we still have a parts warranty. You won't give them to us unless we pay for a tech visit which costs more than the parts themselves. It seems at this point your company is just making money off of service plans and deliberately keeping these machines broken. We have had barely any use out of it due to these issues.
Sincerely,
****** ***********Business Response
Date: 07/17/2023
Thank you for the additional information.
What is the current issue with the machine? Does the belt not run? Does the console not have power?
What is the issue?
Customer Answer
Date: 07/18/2023
For heaven’s sake. We’ve explained the issue. In our documentation we’ve explained the issue. We’ve talked on the phone and FaceTimed about the issue. I’ll say it one last time for the people in the back, since no one seems to be bothering to click a few buttons and check the pages and pages of history we have on the issue.
The belt works intermittently. It will start for a manual workout and then suddenly stop. It will not work for iFit workouts at all. It’s the same issue we’ve had four times before.
Now, once again, please check the history before asking what the problem is. We are kindly asking please for a refund on this machine for all the ridiculous hoops we’ve jumped through for the several other fixes to be made. Please, before you ask more questions, give us as the customer the courtesy of doing your own research on the issue, and make the right decision to refund us for this machine. Please.
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ***********Business Response
Date: 07/18/2023
Hello,
Thank you for the additional information.
We're happy to get this resolved. Please provide a video of the controller LED light blinking pattern is when the belt stops.
Please send your video to [email protected] and reply back here once your email has been sent as you will not receive a reply via email.
As for a replacement/refund, we are not able to provide one as you are well outside of the 30 day return window.
Customer Answer
Date: 07/18/2023
I will not be providing a video. I have already provided many videos. I have both sent the videos as well as video called to prove it’s doing it.
I know what the problem is as it is constant and has prevented me from using the machine for half the time I’ve owned it.
I understand I’m outside of the return window. That’s literally the reason why I’m not using customer service and going through BBB instead. I figured you all understood that by me taking this to BBB, it meant I was no longer willing to take the month long process it takes with a million emails, as you all are doing with me now, to resolve this.
Lemon Law this out and provide a refund. Please. Please stop wasting my time.
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ***********Business Response
Date: 07/20/2023
We apologize, our only option is to resolve the issue with parts and service.
In order to do so, we must further troubleshoot the current issue.
We will need a video of the LED light blinking pattern in order to proceed.
Customer Answer
Date: 07/20/2023
This is not customer service. I am utilizing BBB because customer service is not helpful. Please acknowledge that you understand that very clearly.
Secondly, I’ve added my name to a class action lawsuit against your company for pulling this nonsense on countless others. You should be ashamed of the way customers are being treated after giving you thousands of dollars.
Thirdly, I will gladly guide you to the videos we’ve sent in the past over and over as directed. They’re in your files. Please use YOUR time and YOUR energy to find it instead of asking me to do more work for you so you don’t have to.
Fourthly, I’d love to send a video after being issued a refund of the product. This is what I’ve asked for from the get go, and what I continue to ask for. And while you continue to gloss over that fact, I am growing more and more frustrated.
Do the work. Don’t ask me for more. Get this resolved and do the right thing.
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ***********Business Response
Date: 07/21/2023
Hello,
Our only option at this point is to continue with parts and service.
In order to do so, we will need an updated video on the current issue.
Please send a video to the email previously provided and we'd be happy to get this resolved.
Thank you!
Customer Answer
Date: 07/21/2023
So you chose to ignore every single word I said, rearranged some words and sent the exact same email?
Is this a robot I’m speaking to?? For the love of God, read my words and respond to this words, not what your script tells you to say!!!!!!!!
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ***********Customer Answer
Date: 07/31/2023
I have attached the requested clarification. Please let me know if you need any other videos.Business Response
Date: 07/31/2023
Hello,
We apologize, this is our policy.
If the manufacture labor warranty has expired, you will need to contact our sales and service team to pay for a tech to come out and diagnose the issue further.
You can reach them directly at-###-###-####
Have a great day!
Customer Answer
Date: 07/31/2023
I don’t know how many more times I can say this. I am completely out of patience with you all and am considering making a drive to headquarters since this clearly is not getting any of you into ‘care about the customer’ mode.
I have done all these things.
I have spent hours on the phone.
I have spoken with you all endlessly already.
when I found your response to be ridiculous and extremely demeaning, I turned to BBB to get immediate action.
Again, this is not customer service. This is Better Business Bureau and you have lawsuits against you for treating thousands of customers this way. I will not spend any more money since it’s happened so many times inside the warranty. Your device is trash and you know it, and you’re cowering behind BBB which is not what this platform is intended for.
For the absolute love of ***, I will once again beg, as is inappropriate to make a paying exhausted customer do, DO THE RIGHT THING AND REFUND THIS MACHINE. Do not ask me to do more for you when you have done literally nothing for me but give me a runaround. Do the right thing. Do the right thing. Do the right thing. Do the right thing. Do the right thing.
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ***********
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