Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2023

  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.

  In may of 2023, I purchased a treadmill and its not working. I have not been able to use. I have tried to reach out. They are never open on weekends. The customer service is horrible

  

  Business Response

  Date: 07/05/2023

  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're happy to get this resolved. 

  Please provide additional information about the issue along with the following info to register your machine.

  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL:
  SHIPPING ADDRESS:
  MODEL #:
  SERIAL #:
  DATE OF ****************** OF PURCHASE:
  
  

  Customer Answer

  Date: 07/05/2023

   
  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:07/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a X22i incline treadmill from NordicTrack on 9/12/2021, the incline motor broke in March 2022. My first service request wasn't answered until I wrote a review about my email not being answered. The machine was fixed under warranty two months later. It was used 3 times and then the control board went out. We had to pay for the repair, even tough the machine broke during warranty. Mostly because NordicTrack said we should install it ourselves. It was a very easy fix. So we tried and could not. It is an impossible fix where the incredibly heavy and large machine has to be picked up onto its side and you need a technician to uninstall a computer board and re attach a new computer board. When we called back to request a technician to install it, it was no longer under warranty. The machine had 100 miles and 25 hours of use at this point because it was broken more then it was usable. The technician also found problems with the tread and how it was working. We also fixed that. Now the incline motor has broken again, after only being used a few months. A treadmill that only has approximately 125 miles and under 50 hours of use has broken again and we are getting the same questions and responses from NordicTrack and iFit. Technically this machine is almost 2 years old, but is brand new if you go by the usage. This machine should be considered a "lemon", it has never worked and we are repairing things that we have already repaired. It was around $3,499. I think we should be refunded our money and the machine taken back. At one time I did want a new machine from NordicTrack, but I no longer want to deal with this company ever again. I hope there this something that can be done. I also want to let other people know of this problem. When I made this purchase, I found lots of good reviews. But since I've made this purchase, I can only find terrible reviews, mostly complaints very similar to mine.

  

  Business Response

  Date: 07/05/2023

  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're happy to get this resolved. 

  Please provide additional information about the current issue.

  Did you purchase an extended warranty for this machine?

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I did not purchase the extended warranty. The second time it stopped working it was still under warranty.   When the motor control stopped working, the machine was still under the 1st year parts and labor warranty, but they told me we had to try to install the part ourselves.  When I called back to say that we could not install the part and needed  a technician,  they told me that it was now too late and I would have to pay for the service call and since the warranty had expired, it was also too late to purchase the extended warranty. But my main complaint is that the incline  motor has broken again. We have already replaced that part in the Spring of 2022.  I don't feel this machine can be fixed.  It breaks down every few months.  It shouldn't break down every few months.  This machine only has 125 miles and 40 hours of use on it because it is always broken. 
  ***************************

  

  Business Response

  Date: 07/06/2023

  Hello, 

  Thank you. 

  We apologize, the labor warranty has expired. 

  Any service visit will have to be paid for. You can do so by contacting our sales and service team directly at-************.

  Have a great day! 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20270355
  
  I am rejecting this response because:

   I have to replace a motor again on a machine that has barely been used.  This is the third motor in a year and a half. So, I have to purchase and install a new motor or control panel  every 42 miles on a machine that cost over $3,000?  Not to mention the other problems.  This is both sad and ridiculous.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/06/2023

  Hello, 

  We apologize, your labor warranty has expired. 

  Any future service orders will have to be paid for.

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my treadmill with ifit on 9/14/19 for $476.76 from ****** on 12/14/22 the display screen would not load and gave an error message. I tried to do a hard reset on the screen per the manufacturer's directions and it went completely blank and never turned back on. The treadmill is now unusable. I contacted NordicTrack and they said that my warranty was expired and offered me a percentage off for a new one. I tried to contact Ifit and was never contacted back.

  

  Business Response

  Date: 07/03/2023

  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.
  

  Is the Bluetooth button on your console lit? If so, please send us an image and provide an image of your receipt from the time of purchase.

  Thank you!

• Initial Complaint

  Date:07/02/2023

  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 nordic track rower 18 months ago. within the first 4 months the row strap broke, they fixed it, another 4 months, it broke again, they replaced it again, another 4 months it broke again, they changed the whole inside. at this point i complained that this is some systemic design problem and replacing it agian it would probably break again. in another 6 monthe the pull strap broke again. I called and taked to a supervisor but now because it was after 1 year they would not cover the cost of labor. I complained and made the supervisor go back over all the repairs and pictures. i said the machine has design flaw and the strap is c*** i use the machine 20 minutes a day 4 times a week. if you do the math that is about 25 hours use before failure. I believe i paid around 800 for this machine, it is a piece of ****, and nobody at nordic track will do anything about it. When they offered to fix it agian and comp the parts but made me pay for labor, they also offered a discount on labor, I capitulated because i cannot use the machine without the strap, but it is ridiculous.

  

  Business Response

  Date: 07/03/2023

  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.
  

  I do see you spoke to somebody and you were offered a discount on service.  If you'd like that set up you can call our member care at 1-833-680-iFit (4348).  As you are no longer covered under the manufactures warranty for labor, we are unable to set that up under warranty, we do apologize. 

  Thank you.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20266857
  
  I am rejecting this response because: You sold me a machine that broke in the same spot 4 times in 18 months, the machine is a giant piece of c*** with systemic design flaws. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/05/2023

  Hello-

  We do sincerely apologize for the trouble you've had with your machine.  If you'd like a technician to install the part, you can contact our non warranty department at ************ to have service set up.  

  Thank you.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20266857
  
  I am rejecting this response because: This is the 4th time the exact part needs replacement and you want me to pay for the technician, you sold me a machine with systemic design flaws that breaks with regular use. literally breaks doins what it is supposed to, now you want me to pay for the technician to install the exact same part a 4th time in 18 months, say that out lod to your self. yYour machine boke in the same spot 4 times in the 18 montha. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/07/2023

  Hello-

  We do apologize for the trouble you've had with your machine.  If you prefer to install the part you can do so.  If you want a technician you can call the provided number to have that set up.

  Thank you!

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20266857
  
  I am rejecting this response because: i already paid for the technician, why *** you not admit that the rowing machine you sold me breaks from literally using it as a rowing machine?
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/10/2023

  Hello-

  We do sincerely apologize for the trouble you've had with your machine and for any inconvenience it has caused.

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

  Thank you 
  
  

• Initial Complaint

  Date:06/30/2023

  Type:Billing 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.

  2 issues the console on my Nordic track has suddenly stopped working within about 2 years and 4 months of the warranty ending and an iFit account subscription has somehow obtained my credit card info and started charging me a monthly fee without my authorization. I was charged 42.98$/month for 5 months before I noticed the issue. I never added billing info to this account or started a subscription. I want at least 200$ refunded for the 5 months I was charged.

  

  Business Response

  Date: 07/03/2023

  Hello-

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

  We have gone ahead and issued a refund for the past 5 payments and have cleared all payment history so you will not receive any further charges. We apologize for the expierence you have had. 

  As for the console we recommend calling into our support line at this time. We do not have any registration information for you and are queues are also at 0 currently so there is no wait times.

  Thank you 

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing to discuss the issues I've had with NordicTrack's Treadmill model **** and the related iFit service. I bought this treadmill on December 29, 2022, for $2,429.00 and additionally invested in an annual iFit subscription in January 2023 for $299.My NordicTrack and iFit experiences have been significantly below par. My problems started with delivery; the assembly team mistakenly installed an elliptical machine first, creating an avoidable mix-up and loss of time. They eventually corrected this mistake and installed the correct treadmill.Shortly after setup, the treadmill's incline function failed. Fixing this took three service visits over an extended period because the company twice sent wrong parts for repair. Moreover, the scheduling process for these visits was quite challenging.The treadmill also doesn't perform optimally at lower speeds, negatively affecting my exercise routines.In addition to hardware issues, the iFit service hasn't lived up to the sales representative's promises. I was assured a console streaming content at ****p, but since May, all content has been at a lower 540p resolution without any prior notice. Additionally, features like live races and workout milestone rewards, as promised, haven't been delivered, leading to disappointment and feelings of deceit.Given the considerable monetary investment in the NordicTrack treadmill and iFit services, I find these continuous issues and misleading practices deeply unsatisfactory.Given the circumstances, I believe a suitable compensation would be an additional year of the iFit service at no charge. This request seems fair considering the service's underperformance and the inconvenience caused.I'm raising this matter not only to solve my issues but to help prevent similar situations for others. Any assistance or guidance on addressing these NordicTrack concerns would be appreciated.

  

  Business Response

  Date: 07/03/2023

  Hello ****,

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

  I'm happy to go ahead and get that ifit membership added to your account, could you please verify which email you would like to use? 

   

  Thank you

  Customer Answer

  Date: 07/05/2023

   
  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:06/29/2023

  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 the comercial **** treadmill in March 2023. The machine arrived in April and it broke 1 day after the 30 day return policy. I had to wait several weeks for it to be serviced but finally a technician replaced the broken parts and fixed the tread assuring me that the tread was in perfect condition. However, less than 1 month later the treadmill broke again!!! It simply wont turn on. I bought the comercial grade tread thinking it would be of better quality but I was completely wrong. Im extremely frustrated with the amount of time I have spent on the phone trying to get customer service and a fair solution. The last supervisor offered me the same lame solution: wait again for a technician to come and take a look. I dont want to keep a tread that needs to repaired constantly: Twice within 3 months since I got it. I want NordicTrack to stand by the quality of their products and take the machine back. I need a REAL treadmill.

  

  Business Response

  Date: 06/30/2023

  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.

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

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

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

  The technician will upload notes after the visit and let us know if any parts are needed so we can get this resolved as quickly as possible for you.

  Thank you!
  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20256603
  
  I am rejecting this response because: If I had to get parts replaced in 2 different occasions within 3 months of usage, that means the product you sold me doesnt meet the criteria you describe on your website. NordicTrack supposedly prides itself in being the leading brand in the industry but the product I bought doesnt back that statement. Im not asking for a returning because I changed my mind or there is some small defect. The treadmill is definitely defective in a major way. I didnt not pay less for a refurbished machine yet the 1st part that broke was used- as per the technician that replaced it. How is that? It is totally unfair and quite dishonest. I would never recommend NordicTrack to anyone. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/05/2023

  Hello-

  We do apologize for the trouble you've had with your machine.  As you're not within the 30 day return window we are unable to offer a return or replacement.  Once the technician comes out again they will send us the notes so we know if anything further is needed.

  Thank you!

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20256603
  
  I am rejecting this response because:
  Im aware of your return policy. This wasnt a new response. The issue remains the same: You sold me a defective treadmill with used parts. Again, I didnt purchased a refurbished machine yet the one I received had used parts and  has broken twice within 3 months of usage. Obviously something is wrong the machine overall but Norditrack refuses to do the right thing. If I cant return it the very minimum they could do is send a new one. 

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

  

  Business Response

  Date: 07/06/2023

  Hello-

  We do sincerely apologize you're still having trouble with your machine.  As you are no longer within the 30 day return window we are unable to send a replacement.  We don't sell machines with used parts.  Has the technician been out to you yet? Once the technician comes they will take notes and send them in to us so we know how to proceed.

  Thank you!

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill from Nordictrack via online store, along with white glove service and warranty, on 6/5/23. My order shipped on 6/10/23. The treadmill arrived at AIT on 6/14/23. *** who is the company they use to deliver never contacted me to schedule a delivery, they scheduled the appointments themselves, then canceled. On 6/27/23, *** finally delivered my treadmill which is defective. It does not work. I called Nordictrack customer service for a refund because I have had enough. I was told I would have to pay $250 plus a 10% restocking fee because they sent me a broken treadmill. I refuse to pay almost $2000 for a product that needs to be fixed upon delivery. I paid for a new treadmill, not a refurbished treadmill. I want my full refund. This was Nordictrack's mistake, not mine.

  

  Business Response

  Date: 06/28/2023

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

  After reviewing your account we can see that you spoke to one of our agents today 6/28/2023 regarding your issue and it was resolved. Please let us know if you need any additonal help. 

  Thank you 

  Customer Answer

  Date: 06/28/2023

   
  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,
  
  Freya Means

• Initial Complaint

  Date:06/27/2023

  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.

  1. Purchased iFit equipment in Feb 2022 2. Got one-year free membership to iFit.com 3. Had to provide my credit card information even though I had one-year free membership 4. Was unhappy with equipment. Tried contacting support but no response and therefore ended up returning the equipment in Jan 2023 5. I have been charged monthly $42+ for the last 4 months (Mar-Jun)6. I was completely unaware of these transactions until I checked my credit card transactions on 6/27/23 7. Call iFit on 6/27/23 and they only agreed to refund the Jun payment I would like to be refunded for the previous months also because this happened all "silently" with no communication.

  

  Business Response

  Date: 06/28/2023

  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 Membership mangament and they have confirmed that since the machine was purchased from ******* it is the responsibility of the member at that point to cancel the membership as it was not purchased directly from us. We are not able to refund anything besides June that was already refunded.

  Thank you 
  
  

   

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nordictrack iFit Fusion CST on 6/27/2022. Since purchasing several of the video series refuse to play. I've contacted iFit support numerous times to resolve the issue and no resolution has been found. The latest attempt support informed me I was stuck as is unless the development team made updates to the app which in the year I've had it they have not.I do not like that I was told I'd get something and then not get it, this machine was not cheap. I'd like them to fix it or take the machine back and refund me my money.

  

  Business Response

  Date: 06/27/2023

  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. 
  
  

  We're happy to get this issue resolved. 

  Please provide a video of the issue to ************************************************** 

  Please reply back here once it has been sent as you will not receive a reply via email. 

  Thank you! 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20240667
  
  I'm neither accepting nor rejecting the businesses current response. There was no other way for me to reply to them here without picking one and I did not want to accept their response as a resolution as one has not been reached as of yet.

  I have followed the request of the business and submitted a video of the issue to them on 6/28/23 @ 6:05pm PST.

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

  

  Business Response

  Date: 06/30/2023

  Hello, 

  Thank you. 

  This software issue has been alerted to the iFit team and they are currently working on getting it resolved. 

  We apologize for the inconvenience and will do all that we can to get it fixed as quickly as possible.

  Please let us know if you have any questions. 

  Have a great day!

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20240667
  
  I am rejecting this response because: I was told the exact same thing when I called into support. I was told the software devs will get notified and provide a fix at some later date possibly. So in the mean time I'm severely lacking on what was promised when I bought the machine. I can either do a beginner level workout or do ones that don't fit my lifestyle or require additional items (weights, etc) that I do not have.

  Due to lack of real support and functionality I stopped using the machine entirely. This is why I would rather just get rid of it and return it for at least some sort of refund. 

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

  

  Business Response

  Date: 07/06/2023

  Hello, 

  We apologize, we are not able to provide a return/replacement as you're well outside of the 30 day return window. 

  We are happy to add the total downtime to your membership once your machine is back up and running?

  Customer Answer

  Date: 07/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if they're willing to put my membership renewal on hold until the machine is fixed and in a fully functioning state that it should have been when I purchased it then I'm willing to accept that resolution. 
  
  Sincerely,
  
  *********************