Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,157 total complaints in the last 3 years.
- 221 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:05/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 19, 2020 I purchased a S22i (model NTEX02117NB.3) cycle through Nordictrack.com and it came with a free year of iFIT. In January of 2023 I updated iFIT to the latest version and ever since the cycle continues to toggle on and off after bootup. There is no way to get it to stay connected to the internet so I can use iFIT. I contacted customer support; ****** did a great job of walking me through privilege mode to try another update and he saw the toggle WIFI issue first hand and took screen shots of my screen. ****** also ran a network trace to ensure my cycle was connected to 2.4GHz and that there were no network issues on my end. He said that my network looks good and that the issue is the console on my cycle; the version of my console is not accepting the latest updates and that I need to get a new one.I contacted the parts department and spoke with ****** and he told me a new console would cost $415 plus tax and shipping. I told him that I dont think I should have to pay for a new console since NordicTrack advertised this cycle as being iFIT capable and now it no longer is (and Im paying a membership) due to their update. He informed me there was nothing he could do. I reached out to *********************** who assisted me with issues on a X32i treadmill issue I had and he never responded to my email. At this point I figured I would open a case with the BBB in hopes that I can get a console shipped to my house by either iFIT or NordicTrack so I can use the $2,000 cycle I purchased to use with my $40 a month family membership. The reason I am opening this case against iFIT is because it was their update that had rendered my cycle useless.
Business Response
Date: 05/30/2023
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.
As your machine is no longer covered under the manufactures warranty, please contact our non warranty department at ************ for assistance or you can order parts at iconservice.com
Thank you!
Customer Answer
Date: 05/30/2023
Complaint: 20118449
I am rejecting this response because:
I already spoke to your warranty department and an extended warranty cannot be purchased because its not within the first year. Regardless this is not a warranty issue, Nordictrack/iFit sold me a $2,000 product with the promise of interactive training programs iFit made an update that is no longer supported on a 3 year old machine? Nordictrack should be sending out new consoles to those affected do to their poor engineering or iFit making a separate update for my models console to work properly.
Sincerely,
***********************************Business Response
Date: 06/01/2023
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 this issue was determined a hardware issue. You will need to contact our non warranty department for further assistance or you can order parts at iconservice.com
Thank you!
Customer Answer
Date: 06/01/2023
Complaint: 20118449
I am rejecting this response because:
I have tried contacting the non-warranty department and they said that I need to purchase the console at the price of $415 plus tax and shipping. That is completely ridiculous to have a 3 year old $2,000 piece of equipment need to have its console replaced due to iFIT's software update. Please have the non-warranty department send me else you will be losing a family iFit member.
Sincerely,
***********************************Initial Complaint
Date:05/28/2023
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.
After a mandatory software update our treadmill was no longer operable. After contacting customer service multiple times I was instructed to do a factory reset that did not work and then we were instructed to purchase a new console, even though it was broke because of the update. They were $600+ and a tech would be at least $300 to start because of the distance from the closest tech from where we lived. The consoles were sold out or back ordered at the time so this wasnt even an option. Now that I am understanding we arent the only ones affected by this update I want my console replaced for their negligence in pushing an update the rendered their machines unusable.Business Response
Date: 05/30/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have requested one of our iFit team members to reach out to you to get this resolved as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:05/27/2023
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 was sent out a machine that never turned on. Never worked. This is the second machine that was sent to me that does not work. This product shows a history of not being a functioning product. The company appears to be knowingly selling faulty equipment. It is not fair for me to have paid for a new product that requires repair straight out of the box.Business Response
Date: 06/01/2023
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 parts and service have been set up for you. You can track your parts at iconservice.com and once the parts are received the technician will contact you for scheduling.
Thank you!
Customer Answer
Date: 06/01/2023
Complaint: 20112928
I am rejecting this response because: I was sent out a broken machine. A second broken machine. It is not right that I start out with a machine requiring service, and showed up in a ridiculous condition. It is clear there is something wrong with this product, I would like a refund for it. 2 years of it being broken, and 2 machines not working shows a pattern. The only other option I am willing to consider is get this machine out of my house and send out a new one that works out of the box. Again, I did not pay for a machine that requires repairs out of the box.
Sincerely,
***************************Business Response
Date: 06/02/2023
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 are unable to offer a refund or replacement we do apologize. We do need to continue with parts and service, we do sincerely apologize.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 06/02/2023
Complaint: 20112928
I am rejecting this response because: It is unacceptable for you to send out a product that requires repairs out of the box. I deserve a new product that works without requiring multiple replaced parts just to turn on. It is ridiculous for you to not honor the reasonable request of delivering a working product.
Sincerely,
***************************Business Response
Date: 06/06/2023
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 no longer within the 30 day return window we are unable to offer a replacement or refund, we do sincerely apologize we do need to continue with parts and service.
Thank you.
Customer Answer
Date: 06/07/2023
Complaint: 20112928
I am rejecting this response because: It was my understanding this was a replacement machine that was not eligible to be returned within 30 days since the original purchase date was in 2020. Can I get a verbal commitment that if this unit that did not work out of the box, continues to not work that a refund will be considered. You guys have already sent out for the last one**** 3 circuit boards, upright wire, down wire, a new motor, an entire new console, with 9 tech visits. Then sent me a new machine that does not work and has required at a minimum a new circuit board, upright wire, new cup holders and a few other parts with at least 2 tech visits. Let's be honest, it will likely require more investment on your part. You guys are so far financially into this process, and clearly I am not just going to accept a non functioning machine. Don't you just want to admit it doesn't work properly and get out instead of continuing to dump money into it? With a reset warranty on this machine, how confident are you that you will not have to send out thousands of dollars worth of parts over the next 3 years while it's covered? I mean at least offer me something for the incredible inconvenience and literal YEARs I have spent trying to get this machine to work. I mean something besides just a sorry. I made an incredible investment in one of your top of the line machines and was once upon a time of your biggest cheerleaders. You guys are better than this, I know you are!
Sincerely,
***************************Business Response
Date: 06/09/2023
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 are happy to assist you in getting this resolved with parts and service and we do sincerely apologize for all you have been through.
Were happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let ** know and we will add the time back onto your machine's warranty for the time that it has been down for repairs.
Thank you!
Initial Complaint
Date:05/26/2023
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.
We recently purchased a treadmill from Nordictrack. Exp7i is the model. We paid for the delivery and setup. The delivery company delivered the treadmill and told us it was broken and refused to take it back. Fast forward 2 weeks later they sent a technician out and told us the motor does not work and it wont incline. It was suppose to be **** days for a replacement part, and 2 weeks later crickets! No repair no contact. We have reached out with no response. Contacting anyone on the phone and they want ** to pay money for warranty work, or do not have answers, or tell ** to email them.At this point we would prefer they take the treadmill back, or allow ** to replace it with something functional.Business Response
Date: 05/30/2023
Hello,
I'm sorry to hear of your experience with your machine, we completely understand where you are coming from on this matter.
Can you please provide your order number? We are having issues locating your account to take a look into this for you.
Thank you
Customer Answer
Date: 05/30/2023
Complaint: 20111531
I am rejecting this response because:order number is NT11727337.
I spoke with a nice lady today that advised me until the item is fixed we cannot return it because the part is ordered, despite it being over 1 month now. We are going to have to start making payments on a broken item. This is really bad customer service and the fact it was delivered broken is gross to begin with.
I feel the company should take ownership of this. The technician that came out awhile ago advised ** we could walk or run on it, but the machine doesnt go past 2.9mph without stuttering. It is unusable, and thus far the lady we talked to today was the only nice person.
Sincerely,
*************************Business Response
Date: 05/31/2023
Hi ******,
We sincerly apologize for all you have been through, our Billing and ****************** have confirmed that they need to wait until the tech has a chance to look at your machine before any further resolution can be offered. That being said we can offer you compensation for your troubles. Our team has let us know that a compensation of $58 would be added to your account. Again, we apologize and know this is only a small token.
Thank you
Customer Answer
Date: 06/01/2023
Complaint: 20111531
I am rejecting this response because: 58$ does not quite cover a 1200$ treadmill that has been broken for over 1 month without repair. The fact that it was delivered to our house and left knowingly broken is gross. This item should be taken back and we should be either refunded or allowed to pick a replacement. We should not have to wait until the motor is replaced before returning it. The company is just doing that so they can charge us 250$ for a pick up fee and 10% restocking fee. The proper thing would be to come and get it, and either refund or allow replacement, which would definitely not be a treadmill with something that has high potential to have broken parts.
Sincerely,
*************************Business Response
Date: 06/02/2023
Hi *****,
The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************, we are unable to refund fee's at this time, we know the offered amount is only a small portion of the frustration you have rendered. We can also offer a 1 month IFIT membership. We sincerly apologize for all you have been through.
Customer Answer
Date: 06/05/2023
Complaint: 20111531
I am rejecting this response because:its been over a month and our treadmill still doesnt function. Your company clearly doesnt get it. You shouldnt deliver and leave a broken item. 1 month of iFit isnt going to do any good on an item that doesnt work. Am I supposed to watch the work outs on my non functioning treadmill. I want your company to allow me to return it broken and wash my hands of it and not wait for the thing to be repaired. We will be here another month waiting for the stupid **** paper weight to be fixed.
Sincerely,
*************************Business Response
Date: 06/06/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
We have sent this information over to our Billing team for you and have them further review your account. They have confirmed that we can issue a refund however, return fees will apply. We have a return policy in place that we need to abide by. The return policy states If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents. If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.
You can go online at ************************************************************ to further review if you would like.
If you would like to proceed with the return please let us know so that we may process that for you. If you have any further questions, please call our Billing team at **************.
Thank youCustomer Answer
Date: 06/06/2023
Complaint: 20111531
I am rejecting this response because:just for clarification we can return this prior to repair?
your return department would not allow us to initially?
Sincerely,
*************************Business Response
Date: 06/06/2023
Hi,
Yes you can return it, fee's are appliciable through before the repair.
Customer Answer
Date: 06/06/2023
Complaint: 20111531
I am rejecting this response because:can we swap it out for another item? We will still pay the fees!
Sincerely,
*************************Business Response
Date: 06/09/2023
Hello,
After reviewing your case with our Billing and Returns they have confirmed that full fees would be applicable, and you will need to place a whole new order for a different model you wanted.
The fees applicable are $116.00 10% processing fee, $250 return freight fee and WGA $199 non refundable. If you want to go ahead and issue the refund so you may place a new order please let ** know.Thank you
Initial Complaint
Date:05/25/2023
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 bike that offered a 1 month free trial. In order to access this offer it was required that I provide a credit card number. Within a few days of signing on ifit I was contacted by an individual offering various subscription options. I responded that I would decide within the free month...Within that period I suffered an acute injury to my ankle and not able to use the bike. I contacted the person who was offering me the subscription options and said I would not be able to use the bike and would like to sign up later when I am able to get back on the bike.I was instructed to pause my subscription of which I informed him/her that I was not able to pause since I did not have a subscription and still within the free month. I went into my account and deleted it and then informed that person that I had deleted the account and was toId, whenever I was ready to contact them. At no time did I select auto renewal or anything that indicated I wanted to sign up beyond the free 1 month. I am still as of today not able to use the bike. Much to my dismay, I found 3 payments charged to my credit card $56.75, $55.30, and $54.90. I immediately contacted them and informed them of the charges. They said that I have a subscription and that is why the charges. I told them I did not sign up for any kind of subscription past the 1 month trial and had deleted the account when I was injured.Told them about my conversation with the individual that had been emailing and our conversation that I would not be signing up for a subscription until I was able to ride the **********. I forwarded the email conversation to them and no matter what I said the representative said she could not help me and could only refund the last payment taken. I asked her to provide me a contact who would rectify this situation. She said no one will help me because is goes against their refund policy.Why would I sign up for a subscription I could not use?I want my money back.Business Response
Date: 05/30/2023
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.
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.
If you wish to read more about the terms and conditions, please go to ***************************************************
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 05/30/2023
Complaint: 20106158
I am rejecting this response because:I cancelled the account online within the 30 day trial. As per the email correspondence in the original complaint.
I would like to be refunded for the 2 payments owing.
Sincerely,
***********************Business Response
Date: 06/01/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
An activation code was used to sign up for the free trial, when you do this it states that once the trial ends you will be charged after it ends unless you cancel the membership. We are unable to refund the charges, we apologize.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 06/03/2023
Complaint: 20106158
I am rejecting this response because:
As stated in the supporting documentation I did delete the account online.
Please refund the money
Sincerely,
***********************Business Response
Date: 06/06/2023
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.
You would have needed to cancel it to avoid any further charges. When looking into this we do see it was not cancelled at that time. We do apologize we are unable to refund the charges.
Thank you.
Customer Answer
Date: 06/06/2023
Complaint: 20106158
I am rejecting this response because:
I am sorry, but I did go online and Delete the subscription before the 1 month free trial. What is frustrating is that I have attached in the original complaint the conversation with ***** that I did delete the account. Because I was not able to start the paid subscription because of an ankle injury. And am still not able to use.
It makes no sense that I would sign up when I cannot even use the **************** take this matter seriously and compensate accordingly.
Sincerely,
***********************Business Response
Date: 06/06/2023
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 had an IFIT agent look into this and the account was not downgraded until June 1st. We are unable to refund the charges, we do apologize.
Thank you.
Customer Answer
Date: 06/06/2023
Complaint: 20106158
I am rejecting this response because:
That downgrade was initiated after I called to inform at length ifit that they had been charging me for 3 months in error.
Please review the documentation I included in my initial complaint.Sincerely,
***********************Business Response
Date: 06/09/2023
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.
When using an activation code it states that if you do not cancel before that trial ends you will be charged. We do apologize, we are unable to refund those charges.
If you wish to read more about the terms and conditions, please go to ***************************************************
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:05/25/2023
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.
Complaint is against Nordic Track IFIT Commercial Treadmill Model Number: NTL14114.0 The IFIT software on this machine unexpectedly quit. After Numerous calls and hours spent contacting the ******************* at Nordic Track we were told that the IFIT software no longer supports our machine and there is nothing further they can do to help us. I attempted to ask for contact to corporate and was told by every customer support rep I spoke with that they do not have that information. In a nutshell I was basically told to throw the machine out and buy a new one. This machine is only 6 years old. I am extremely disappointed, frustrated, and out over $2,000 for this machine.Business Response
Date: 05/26/2023
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.
After reviewing your account it appears that your machine is no longer under warranty. Any future parts and/or service will have to be paid for.
You can do so by contacting our non-warranty team directly at-************.
Let ** know if you have any questions.
Have a great day!
Customer Answer
Date: 05/27/2023
Complaint: 20103756
I am rejecting this response because: after multiple phone calls and hours spent on the phone with Nordic Track we were told by their customer service reps that the problem is in fact a software issue that no longer supports our machine. We were told that there are no replacement parts available and basically to throw this machine out and get a new one. I have also learned from other dissatisfied customers that there is a lawsuit being brought against Nordic Track for this particular issue.
Sincerely,
*********************Initial Complaint
Date:05/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased an elliptical through the NordicTrack website that advertised a 30 day free trial of IFit. A credit card was used for the purchase. At the end of 30 days the machine alerted that ifit no longer current. However ifit continued to Bill my card that was used to purchase the machine. I received no email notification. Had no idea I was paying for this until the end of May. Called IFit and cancelled. They would only refund me for the most recent charge. So now I am out of pocket off $120.02 for a service I was told I didnt have. Im very upset that a company can even do this. How can they take it upon themselves to take your credit card info and continue to charge you for a service without permission. Furthermore, the machine did not operate with ifit because it had expired. I only ever used the machine in manual mode only.Business Response
Date: 05/25/2023
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, you as the member did agree to the terms of use which states the membership will automatically start the free trial after purchasing a machine from **. As we did not hear from you within 30 days of this charge, we are unable to offer a refund.
Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.
If you wish to read more about the terms and conditions, please go to ***************************************************
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 05/25/2023
Complaint: 20100562
I am rejecting this response because:I never gave ifit permission to use the credit card that I used to purchase the equipment for an ifit membership. I have purchased multiple machines from Nordiktrack and have also been issued a free trial of ifit. I have never had to cancel. I believe you are unjust in this claim. I have paid $120.00 from February through April. That is an insane amount of money for the service. Furthermore, I had no idea I even had current membership as my equipment said ifit was no longer active. I do not understand how a company can use a credit card that was linked to the purchase of the equipment. Very dishonest in my opinion. I plan to NEVER use your services again and will also continue my quest that this NEVER happens to anyone else. I will tell everyone I know exactly what kind of business you are operating here. I feel like this is a small price to pay in order to attempt to make things right for the consumer. Show a little integrity and resolve this matter. Its not worth a bad reputation.
Sincerely,
*********************************Business Response
Date: 05/26/2023
Hello,
We apologize for all you have been through, this proceedure is clearly stated in our terms of use guidelines for your reference. You agreed to it upon purchasing of the machine. I have attached the terms of use for you to review if you wish. We again apologize for the inconvienance this has caused. We are unable to refund any additonal funds due to our policy.
Thank you
***************************************************
Customer Answer
Date: 05/28/2023
Complaint: 20100562
I am rejecting this response because:I NEVER authorized this transaction. I will be contacting a lawyer regarding this matter and write my review of your business practices on YELP. I think its my duty to let others know how you do business.
Sincerely,
*********************************Initial Complaint
Date:05/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased Nordictrac 6.5SI treadmill with IFIT. Plugged it in, connected to the internet and IFIT screen says theres trouble communicating with the treadmill. Have reset it numerous times, still nothing. We cant even use brand new treadmill!! Called technical support spoke with them went through all kinds of things. Was advised we needed a new console that costs $477. Called parts **** to see if they would warranty it, they said no we have to pay $477.Business Response
Date: 05/24/2023
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.
Where was your machine purchased from? Please provide an image of your receipt from the time of purchase.
Thank you!
Initial Complaint
Date:05/23/2023
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.
In the winter of 2020 I purchased a Nordic track model #NTL14221 (order# NT7836038). Less than one year after purchasing the treadmill, the deck broke. This rendered the treadmill unsafe and unusable. Thankfully, at this point, the treadmill was still under warranty. Now only three years after purchasing this treadmill the motherboard ceased to work, and the belt was beginning to rip. Knowing it was now out of warranty, I contacted a repair person who ordered the necessary equipment to fix these issues. Upon receiving the parts and attempting to install them, it was discovered that the treadmill deck was once again broken.At this point, I believe NordicTrack has some responsibilities. Even though the treadmill is out of warranty, this is the second deck that has been installed on this machine. Obviously, theres some kind of manufacturing issue that NordicTrack will not address. After the most recent issue with the treadmill deck I contacted Nordictrack and they did all but laughed at me. After speaking with several supervisors, I realized my complaints were fruitless. This is unacceptable to sell a nearly $2000 treadmill only to have the same issues with it over and over again until it finally goes out of warranty and Im left with a 300 pound paperweight.Business Response
Date: 05/24/2023
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 the machine is no longer within warranty, you will need to contact our non warranty department at ************ for assistance or you can order parts at iconservice.com
Thank you!
Customer Answer
Date: 05/24/2023
Complaint: 20097158
I am rejecting this response because:The same part, by the way, broke while under warranty, and was replaced. Its very kind of Nordictrack to allow me to purchase another deck, at my own expense, but I have absolutely no faith that I will not have the same issue that Ive had with the past two. NordicTrack sold me an unreliable treadmill, and they refused to stand by the product and its unacceptable.
Sincerely,
***********************Business Response
Date: 05/25/2023
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 the machine is not under the manufactures warranty for parts or labor you will need to contact our non warranty department or purchase the part at iconservice.com we do apologize!
Thank you!
Initial Complaint
Date:05/23/2023
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.
In Jan 2023 we purchased a Norditrack R35 Stationary bike. It has never worked, we even purchased the maintenance warranty and extended warranty. The Pedal and inside mechanism for the pedal broke, the consult stopped working, the ifit program we have been paying for never connected to the software. We finally reached service after numerous tries, they told us we had to help them via face time to diagnose the problem with the bike before they would order parts and send a technician. They wanted us to get tools to take the bike apart....ridiculous, especially when we paid to have the bike put together as we did not have the tools to do so. The service **** guessed about what parts should be ordered and it took weeks for those parts to arrive the tech then came out and said they were the wrong parts and he would need to order the right parts, that was on 4/30/23. I called today as we have heard nothing and no one bother to order any parts, in the interim the console went dark and completlly out, the tech said he ordered the console, that was also on 4/30/23 but in reality in talking with service the console wasn't ordered until May 8 and takes 4 + weeks to come in. So now we are waiting on multiple parts and hoping they are the right parts, once they are shipped then a techniican can be scheduled but not until then. We Paid top dollar for this bike, we paid for maintenance, we paid for their company to put the bike together properly, we paid for an exteded warranty and since we purchased this in January, the bike has only been working about 14 days total, they do not have a return policy and customer service either lies to you , is rude or puts you off.Business Response
Date: 05/24/2023
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.
We will need to continue with parts and service at this time. 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.Thank you
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