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

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  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:06/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 23, 2022, I purchased a brand new S 27i bike and a brand new commercial X 32i treadmill that both arrived with clear documented manufacturer defects. The $3,999 treadmill came without a power cord installed! The $2,499 s27i bike came with a manufacturers defect on the mount that holds the large screen. I also paid $699 for a 3 year ifit membership that the representative said wouldnt begin until I could use the equipment. They asked if I would simply give them time to order parts and repair with a technician and promised me that the 30 day return policy would be extended to the time after they had the two machines up and working properly. After numerous conversations and waiting months for parts I decided I just wanted to return the bike and treadmill so I didnt have to wait any longer as the representative said parts could take a while due to back orders from *****. When I contacted NordiTrack to initiate the return, they informed me that the 30 day return period was over and there was nothing that could be done. They said my only option was to place a warranty claim and wait for the machines to be repaired. It is almost July and both machines are not fixed and nordicTrack refuses to accept responsibility. They intentionally drug this past the (90 day) legal period I had to contest the purchases with my credit card company. As a former member of the armed forces, this is disgusting and shouldnt happen to anyone living in America.

  

  Business Response

  Date: 06/27/2023

  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 service has been set up on those machines for you.  The technician will be contacting you within the next 3-5 business days for scheduling.  Once the technician arrives they will note on anything that is needed so we can get this resolved for you as quickly as possible.

  Thank you!

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20237027
  
  I am rejecting this response because:

  This isnt what they are required to do. I purchased equipment and they have a 30 day trial period within the contract. I havent been able to perform a 30 day test as the equipment arrived with numerous damages and manufacturer defects. The equipment hasnt worked from day one. They have not only failed to send a technician but when I also told them I no longer wanted to deal with the headache and return their equipmentno one ever came to pickup their equipment. One Covid excuse after another and neither of their representatives that I spoke with scheduled a technician or a pickup but told me over the phone it had been scheduled and someone would be contacting me from a third party company. It has been almost a year! This is absurd! 

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

  

  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.
  

  We do understand, the technician will be contacting you soon for scheduling to get this resolved as quickly as we're able. Again, we are very sorry for the issues you've had with your machines.

  Thank you.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20237027
  
  I am rejecting this response because:
  
  I requested to return this defective equipment when it arrived damaged. They know I did and they have drug out every appointment and then stated it was beyond the 30 day return period. This is nonsense. I never once had working equipment and I have asked to return the equipment from day one. Everytime they say they will have a third party contact me, well it hasnt happened since August 12, 2022. They told me this third party would contact me within 2-5 business days and that didnt happen either. Its all a con to drag this out and Im not willing to participate any longer. The machines were never picked up as they were supposed to have scheduled and now because they didnt do anything they have said they would do Im stuck with defective equipment. Come on. How ridiculous does this need to get before someone with an ounce of logical sense gets involved and stops the insanity. This is corporate theft at its finest. Come get your faulty equipment and give me my money back! 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/30/2023

  Hello-

  We do apologize for any frustration this has caused.  Once the machine starts working or we have not heard from you from the issue not being resolved the return window un pauses.  As you are no longer within the 30 days we are unable to offer a return, we do apologize.  

  The technician will contact you soon for scheduling.

  Thank you!

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20237027
  
  I am rejecting this response because:

  I contacted them numerous times. This response is ludicrous and I have proof of my conversations. as of today they still have not delivered all the parts needed to service either piece of equipment. They are the ones stalling and they are doing this purposely. The proof is in the pudding and they know they are wrong. the call logs have been reported and delivered and yet they still give these ignorant responses. The truth is that the representative never finished her job and dispatched the third party to come to my house. I spoke to a representative last week who viewed their log history and notated that they never did their part. How am I supposed to know what is being done other than what they are telling me over the phone. Needless to say, the lies continue. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/05/2023

  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.
  

  Did the representative you spoke to stated you needed parts ordered? We do not see any recent part orders however there is two service orders set up.  If you are not needing parts and need the technician to reach out we can escalate service for you.

  Thank you!

• Initial Complaint

  Date:06/22/2023

  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.

  In May I ordered a brand new Commercial **** treadmill (NTL14122K1F). I paid $2,274 for the new treadmill and $199 for white glove delivery. The treadmill was delivered on May 11 and assembled. However, the treadmill belt never turned on! This was a brand new machine, and the technician never bothered checking to make sure that the belt actually MOVED before he left the job site. The wires are connected properly, we have tried restarting the machine several times. The screen works, and the videos will play, but the belt does not move at all. Since then, we attempted multiple calls with customer service. Every time, customer service HANGS UP ON US halfway through the call. We have been HUNG UP ON 3x by customer service. You cannot get ahold of a competent customer service representative who will service your issue. THIS COMPANY IS A COMPLETE JOKE. I bought a brand new $2000 treadmill, paid for white glove delivery, and it NEVER turned on. When I call customer service to fix the issue, they disconnect the call to avoid having to replace the machine. This company needs to be reported for being ABSOLUTELY FRAUDULENT. I was debating between the Nordictrack Commercial **** and the Peloton Tread+, and now I deeply wish I had bought a Peloton instead. I would never be dealing with the outrageous customer service issues I am now. I demand a technician come out and fix my brand new treadmill, asap. Do not purchase from this company.

  

  Business Response

  Date: 06/23/2023

  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.
  

  In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well. 

  Your part order is ICS9704724. You can track that at the link below:
  **************************************************************************

  if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you 
  
  

• Initial Complaint

  Date:06/22/2023

  Type:Sales and Advertising 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.

  Ive been having this problem with my treadmill for the last three or four years with my walking belt going to the left I have had numerous of technicians come to my house to try and repair my treadmill but they couldnt fix it. I have a gentleman come three or four months ago his name was ******* and he informed me that the frame was bent on the treadmill And I should receive a new one, but they refuse to give me a new one and sent the part that ****************** didnt want then didnt ask for an eye call ****************** and he said he couldnt do anything else for me and I hadnt heard anything else from them so I havent had access to my treadmill for two years so I had to join the **** to have access to a treadmill. I would like to be reimbursed for my treadmill and my time.

  

  Business Response

  Date: 06/22/2023

  Hello, 

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

  After reviewing your account it appears that your machine is no longer under warranty. 

  Please contact our non-warranty team directly for further assistance at-************. 

  Or if you have an extended warranty, please contact our extended warranty team directly at-**************.

  Have a great day! 

• Initial Complaint

  Date:06/22/2023

  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.

  Ifits software is buggy often causing the system to restart and programs are unable to run consistently. I made an attempt to cancel after the trial but the trial was not accepted as i got charged for the following month. I have no used any of the ifit features outside 2-3 times during the trial period. I contacted ifit via email and they refused to acknowledge the issue and instantly dismissed my refund request by citing their refund policy. I am sure an exception can be made due to defective product.

  

  Business Response

  Date: 06/23/2023

  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 do see a charge was refunded to you on June 1st of 2023 for $41.34.  Is this the charge you're referring to? We are not finding any further charges for a membership.

  Thank you.

  Customer Answer

  Date: 06/23/2023

   
  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:06/22/2023

  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 S22I stationary bike in 2019. We recently had an issue where the bike console would not turn on. We checked if the system was receiving power & finally decided to schedule a Nordictrack certified technician to come out to diagnose & repair the issue. After the technician wasn't able to diagnose the ******** ****** were ***** able to offer us an option of ordering a replacement that in their experience had been problematic on other bikes. BY doing so they said I would be responsible for the cost of those parts even if they were not the cause of the issue and that I would need to pay another fee for the repair at a later date. I decided to get online with ****************************** a replacement console after hearing an electrical buzzing coming from the console while plugged in. I provided the customer support rep with the model number ****** provided a link where i could order replacement parts for this bike. When the console arrived I discovered it was the incorrect model & that I had been provided the wrong link for replacement parts. When I reached out to NordicTrack they told me I needed to pay for return shipping & a 10% restocking fee to be able to return the console. I reached out multiple times & had a case opened which ended up with the same result. I find it ridiculous that they provided the wrong information & then are forcing me to pay for the return of this item. I planned on returning this console & ordering the correct replacment console but at this point I will continue to be an I-fit customer.

  

  Business Response

  Date: 06/22/2023

  Hello, 

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

  After reviewing your account it appears that the wrong version number was entered when ordering online. 

  We apologize, it must be returned and then a new one can then be ordered online. 

  The 10% restocking fee will apply. Once returned, you will receive a credit towards ordering the correct console. 

  It also appears that you were offered a 5% discount on the new order. 

  Please let us know if you have any questions. Have a great day! 

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my treadmill a little over a year ago. I purchased extended warranty, and am now having issues with the treadmill. I called in and they said they would send me the part to fix it, I said no I paid for warranty I want a tech to replace the part. The ******** operators put me through to the **** division who told me to call back to ******** number. This happened multiple times. When they put me through to the warranty department, I sat on hold for over 2 hours, eventually hanging up. I phoned again the next day and went through the same disorganized process, and when I was finally put through to warranty, I waited OVER 3 hours and still got no answer. I hung up and called back and asked for a manager, the agent made it very difficult to get through. Once I finally spoke to the manager I told him I wanted this resolved and I wasn't waiting on hold. Six days ago that manager said they would contact warranty then call me back so I didn't have to wait on hold. I still haven't heard back. I phoned in and asked to speak to your customer service department and the parts and service transferred me to another parts and service agent, who then transferred me to an agent in your commercial division who then transferred me back to parts and service. You had no problem taking my money for warranty, but sure are CROOKED when is comes to providing the service. I have been pushed around to agent after agent, I will NEVER buy another piece of garbage from NORDICTRACK.

  

  Business Response

  Date: 06/22/2023

  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.
  

  As you are not located in the U.S. we are unable to set up service, we do apologize.  Please contact our ****** member care at ************** so they can assist you in getting that set up.

  Thank you!

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20216519
  
  I am rejecting this response because:

   

  They are directing me to the same useless people and giving the same responses as their ******** division.  Apparently s*** flows from the top of the company and if they arent willing to satisfy customers how can I expect their ******** division. I am just curious when I buy a machine in ******, do the profits go to the corporate headquarters for the overall organization, which is located in *****************? 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/23/2023

  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 do understand however, as you are not within the U.S. we have no way of getting service set up, we do apologize.

  Our ****** member care is able to help get that set up for you.

  Thank you.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20216519
  
  I am rejecting this response because:

   

  Seeing as this response is coming from their corporate headquarters, they could do more to get a person in touch with their warranty department in ******. The number that they provided is absolutely useless in terms of customer service and I have tried that numerous times, they obviously do not care to deal with customers and hide behind the fact that Im from ****** and use that as an excuse for dealing with keeping customers happy. Could the representative from the head office please provide a refund for my machine and the warranty that I paid, because all profits wouldve gone to the head office?
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/27/2023

  Hello-

  We sincerely apologize for your experience.  As the machine was not purchased directly from us you will need to contact the point of purchase to discuss a return.  If you'd like you can also email our ****** member care at *****************************

  Thank you.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20216519
  
  I am rejecting this response because:

   

  It seems the only thing NordicTrack and Ifit are good at is excuses.  I sent an email to that same email address over a week ago and Ive heard nothing back from them. I have phoned and been on the warranty line for many hours and get no response and get through to nobody. And apparently I can get nowhere with the head office of the entire company. If it was possible to give this company a negative star review, I would.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchases an elliptical on line on June 04, 2023. It was delivered on June 08, 2023. We started to used it one the following day it was as working fine then on June 19, 2023. It suddenly stopped working. I emailed them through iFIT. The problem was not solved. Ill be losing the $200.00 I paid for them to set up the machine and pay an additional $250.00 to return the machine. I will be loosing ****** for a faulty machine thats they sold to me. I would want to to either send a one of theyre techs to fix the new machine or exchange it for a working machine.

  

  Business Response

  Date: 06/22/2023

  Hello, 

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

  In looking into your account, we were able to order the necessary parts for you, the part order is ICS9704400. You can track that at the following link:
  **************************************************************************
  

  We have also requested a technician to come and install that and further inspect your machine. The tech will reach out to you once the parts arrive to schedule your appointment. 

  We apologize for all you have been through. Were 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.

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
  Thank you
  
  

• Initial Complaint

  Date:06/21/2023

  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.

  Order Placed : 6/9/2023 Date of White ***** Assembly : 6/19/23 Bike arrived defective (i.e., resistance not functional and cosmetic damages (i.e., front wheel black patch completely torn off, dented front wheel in various spots), dented items on the handle bar portion, and seat molding noticeable).Bike appears to have been a refurbished instrument or previously used. Called to troubleshoot and return on 6/19/23 (with video and photos per email and tech support). Offered to send parts. Called again on 6/20/23. Only receiving $217.33. Being charged for a 10% mark up fee and $125 freight fee. Additionally, refund of White ***** delivery not refundable. Bike delivered defective on delivery by ******************** Additionally, delivery representatives did not care that bike was leaning, nor that they had possibly created damage to the bike. They did not know how to even assemble bike and asked for help. I should not be charged any fees for a "lemon" bike. Request refund for full amount of $596.Order cancellation - 603 *****. All information should be attached to this, including photos, videos etc

  

  Business Response

  Date: 06/22/2023

  Hello, 

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

  After reviewing your account it appears that our billing and returns team is processing the refund today. You will recieve confirmation of the refund soon. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20214751
  
  I am rejecting this response because:

  I have not received a confirmation email that I will be refunded in the total amount of $596 for a lemon bike received; instead, the company only wants to provide me a refund of 217.33.

  As previously mentioned, the bike is a "lemon", in that I had to request service / parts replacement on date of purchase due to either 1) fault of the third party delivery (who did not know how to assemble the bike) or b) the bike was faulty upon shipment.

  Please refer back to notes / calls and evidence provided and confirm that the full amount of $596 will be refunded. 

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

  

  Business Response

  Date: 06/26/2023

  Hello, 

  We apologize, if you'd like to discuss your refund options further, please contact our billing and returns team directly at-************. 

  Have a great day! 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20214751
  
  I am rejecting this response because: the customer rep said the system as not been updated. If the full amount can not be refunded, we cannot proceed further ; 

  please advise otherwise will seek to recover in state court .

   

  
  Sincerely,
  
  *****************************, Esq

  

  Business Response

  Date: 06/27/2023

  Hello, 

  We apologize, the billing and returns team is stating that the return freight fee is applicable and will not be waived. The damages to the machine are cosmetic and can easily be repaired. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20214751
  
  I am rejecting this response because:
  No worries. Will leave this and follow up in state court under consumer federal and state laws. 
  

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

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising 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 in November of 2021 through ifit. Late in ************************************************************************************************************** March 2023 I had a solid blue screen with no way to bypass it. In talking with support, I received the update they pushed to machines that inadvertently broke it. Since I am out of warranty, I have to hut the part for almost $500 but 1)it's not available and 2) if it is also broken or does not fix the problem I cannot return the replacement part (that they told me I need). No solutions were offered since the only option is to buy a part they don't have. I was hung up on after asking for a manager and in researching my product online I come.to find two class action lawsuits pending for the same model. I would like this company to contact me about making this right.

  

  Business Response

  Date: 06/22/2023

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

  After reaching out to our software managment team they have confirmed that the issue you are experiencing is not software realated and a new console is indeed needed. However because it's not software related you will be responsibile to purchase a new one. The part number needed is 441053 you may order that on our website at www.iconservice.com. 

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

  
  

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20213302
  
  I am rejecting this response because: they have indicated I need to order a part that they do not have nor do they stand behind. If I need to buy this part will I have a reasonable return period should it also not work? Because I was told it f it doesn't work I am out the 500 they will not accept a return even 1 day after the order.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/23/2023

  Hello, 

  We completely understand where you are coming from on this matter, Our parts return policy is 30 days and they also have a warranty of 90 days after purchase. Please let us know if you have further questions. 

  Thank you 

  Customer Answer

  Date: 06/23/2023

   
  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.

  The parts team indicated there was no return or warranty on parts which seemed absurd!

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

• Initial Complaint

  Date:06/20/2023

  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.

  Hi, I bought a rower 2022 September, and it get a problem (broke) in the very beginning on May 2023. My machine have a 1 year warranty. Its been nearly 2 months and my rower still have no date when it will be usable again, they dont have the part. I think this is not what a warranty supposed to mean. If they cant fix it they should get me a new one or simply take this unusable rower away and refund my money. Unfortunately I have no trust in this company and in their product anymore but I m open for a solution asap! I paid $1600 plus tax I expect to use the product.Thank you for your help.*****************

  

  Business Response

  Date: 06/21/2023

  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 have looked into that part order for you and we have filled out a form to see if we can get that part to you quicker.  We do apologize for the delays and we are working on getting this resolved for you as quickly as we're able.

  Thank you!

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20210011
  
  I am rejecting this response because:

  There is no timeline for resolution, and it hasnt been since May 1st. I need a working rower RW900 or my money back ASAP! This company not once gave me update unless I inquired it, also have been misinformed several times. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/22/2023

  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 do understand, the form mentioned was approved and they are working on getting your part built and shipped out to you currently.  We do sincerely apologize for the delays.

  Thank you!

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20210011
  
  I am rejecting this response because:

  Its been over 50 days since my NordicTrack RW900 rower broke and there is still no timeline for fixing it. I m have been given 3 dates when it will be fixed/when the broken part will arrive, none of those dates were fulfilled. I never got updates about ************ unless I asked for it. This costumer service is unacceptable. I paid $1600 plus tax. I expect my rower to work. ( any other household electronics would be exchanged by now). I would prefer my money back and the broken rower moved away from my house ASAP. 
  
  

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

  

  Business Response

  Date: 06/23/2023

  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.
  

  As your machine was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter. 

  I did speak with out parts department and they have stated they expect your part to be shipping out today.

  Thank you.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20210011
  
  I am rejecting this response because:
  This is unacceptable. Its been 2 months and still no date to fix my rower. NordicTrack or IFit  is responsible for my rower! Pls take away the broken machine and refund me immediately!
  

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

  

  Business Response

  Date: 06/27/2023

  Hello-

  We do sincerely apologize for the delays in getting this resolved, to discuss a return you will need to contact the point of purchase.  

  I do see your part has been delivered, I have contacted our service department and they have stated the technician will be contacting you soon for scheduling.

  Thank you.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20210011
  
  I am rejecting this response because:
  I bought the rower from your listed authorized dealer (there was no other way to buy it)
  Either  way the manufacturer is responsible for the warranty! In my understanding you failed your warranty responsibilities! 
  Its been 2 months I wasnt able to use my rower! 
  Pls take responsibility and do the right thing!

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

  

  Business Response

  Date: 06/29/2023

  Hello-

  We do apologize and we are working on getting your machine up and running for you as quickly as we're able.  The technician stated they would be contacting you soon for scheduling.

  Again, if you'd like to discuss a return you will need to contact the place of purchase.  As the machine was not purchased directly through us we are unable to offer a return we do apologize!

  Thank you.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20210011
  
  I am rejecting this response because:
  I m away till the 8th.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/30/2023

  Hello-

  Thank you, once the technician contacts you, you can discuss a date that will work for the both of you to repair the machine.

  Thank you.