Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,254 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The bike was purchased 25 April 23. Delivered approximately ten days after the purchase date., and assembled five days after receiving delivery. I paid and purchased a NEW bike, but obviously received a USED unit. There is what appears to be liquid spilled on the handle bars. The previous owner applied, then tried to remove a sticker, and the screen/console has never worked, meaning I HAVE NOT BEEN ABLE TO USE THE **** SINCE PURCHASING THE ****** Called customer service, and the rep started immediately asking for my personal information. When questioning him why he wanted my information, he stated it was to "register the bike". Once the conversation ended, I check the website to see the work order he submitted, only to find out that THE **** HAD NOT BEEN REGISTERED!! Emails were sent stating that I had already contacted the parts/repair department, and the first thing the customer service rep replied with in the email was "Please contact the parts/repair department". This is either pure incompetence of this companies staff, or they are being trained to ignore complaints and concerns. Getting no where with first line customer service reps, I requested that my issue be elevated, and have NOT RECEIVED A REPLY. I paid for a NEW ****. Not someone else's used, broken piece of crap! The back of the screen is full of scratches. Someone spilled liquid on the bike, and put a sticker right below the handle bars, on the frame.
Business Response
Date: 05/19/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter
We have reached out to our Billing and ****************** regarding your request. They have confirmed that a technician has been set up to come out to inspect your machine. If the technican cannot repair the machine in the first visit we will be happy to send a replacement, however we need the tech to inspect the machine before we may do so.Thank you
Customer Answer
Date: 05/20/2023
Complaint: 20076494
I am rejecting this response because: It has been the same regurgitated, rhetoric of surface level apologies without any meaningful action. Address the pictures that were sent. Address the issues I've had with customer service. The one month date of my purchase is quickly approaching without me ever being able to use the bike! This company accepted my payment, and sent me a faulty product, which appears to be pre-owned and is avoiding addressing that issue. The company behaves as if it is above reproach, cannot be held responsible, and is clearly deflecting and redirecting my questions. I want concrete action taken, and each of my issues addressed! An opened ended statement of " we have made our technicians aware of the issue" IS NOT ACCEPTABLE!!
**************Business Response
Date: 05/24/2023
Hello,
We are sorry to hear of your experience, I have reached out to our service coordinator requesting an escalation of scheduling. They have confirmed that you have been contacted and are now scheduled with the tech.
Thank you
Customer Answer
Date: 05/26/2023
Complaint: 20076494
I am rejecting this response because:The service tech just left and the part provided to try and "fix" the machine was absolutely useless! He agreed that it appears I was sold a USED piece of equipment! I don't want additional parts sent to try and fix this used piece of equipment, I want a NEW properly working bike! This is what I am paying for! It has been over month since purchasing the bike, and I still cannot use it! How does the company plan to compensate me, for selling me, a used piece of equipment, that has never worked?
Business Response
Date: 05/26/2023
Hello,
Thank you for letting us know, we have gone ahead and reached out to our billing and returns department and they have gone ahead and issued you an exchange. Your new order number is 2404975. Please allow 3-5 business days for the order to be processed and **** business days for shipping.
You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.
If you have any further questions, please call our Billing team at ************.
Thank youCustomer Answer
Date: 06/03/2023
Complaint: 20076494
What type of compensation is the company offering for all the issues?Initial Complaint
Date:05/18/2023
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 am writing to express my deep disappointment and frustration with the NordicTrack S22i Studio Bike that I recently purchased, which has experienced significant issues with the resistance and incline functions. This is particularly disheartening as this is the third NordicTrack studio bike I have purchased, and all of them have exhibited similar malfunctions.The first S15i I received had a non-functional incline feature, which was promptly returned. However, my second S15i developed resistance issues, which, despite numerous attempts to resolve the problem through your customer support, remained unresolved. To my astonishment, I was informed that I would be responsible for the cost of repair, despite it being a clear manufacturing defect. This left me highly dissatisfied with NordicTrack's commitment to customer service.Furthermore, the customer service experience I have encountered while attempting to resolve these issues has been entirely unsatisfactory. Countless hours have been wasted waiting on hold, only to be disconnected or transferred to another representative, without any successful resolution. It is exceedingly disappointing that NordicTrack has not taken the initiative to reach out to rectify these frequent disconnections, resulting in additional time and effort on my part to follow up repeatedly.Considering the extent of inconvenience, financial loss, and frustration I have experienced, I believe it is only fair to request the following resolutions:1. Immediate repair or replacement of both the S15i and S22i Studio Bikes at NordicTrack's expense.2. A full refund for the purchase of the defective S15i Studio Bike.3. Lifetime full warranty coverage, at NordicTrack's expense, for all components and functionalities of the repaired/replaced S22i Studio Bike.4. Compensation for every month's payment made for the iFit membership during the period of bike malfunction, reflecting the inability to utilize the services as intended.Business Response
Date: 05/18/2023
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.
As your machines were 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.The S15I is no longer covered under the manufactures warranty for parts or labor. Please contact our non warranty department at ************ for assistance with that machine. If you're needing assistance with your S22I, please provide additional information on the issue it is having and we are happy to send parts and service for this machine once we determine what is needed.
Thank you!
Customer Answer
Date: 05/18/2023
Complaint: 20074173
I am rejecting this response because:I have spent countless hours waiting and speaking to your customer support. Perhaps had customer support made those recommendations I wouldve returned them. However, it has been more than 30 days since the machines were purchased. Customer support informed me I had to pay to have someone come out and fix YOUR issues. I am NOT paying someone to come out and fix the machines. The issues I am encountering are known issues. Others have reported the same issues. THREE MACHINES WITH THE SAME ISSUES!!! Additionally, you do have the authority to compensate the monthly iFit memberships. If the machines worked as advertised I would have used my membership. However, since the resistance and incline do not work, the membership is worthless.
Sincerely,
*********************Business Response
Date: 05/19/2023
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 issue with your S22I the machine you're having trouble with the incline and resistance? We are happy to assist you get parts and service set up for that machine if needed.
Thank you!
Customer Answer
Date: 05/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for the S22i. I have attached a photo of the S22i model no. serial no. etc. Please not this does NOT address the S15i or iFit membership. For the iFit membership, multiple annual gift cards would be satisfactory. If they agree to the gift cards, I can provide proof of membership.
Sincerely,
*********************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.
Thank you, for your S22I, is it having issues with the resistance and incline still? Are the RPM's displaying? With the machine unplugged, please check that all wiring is secure and undamaged.
Thank you!
Customer Answer
Date: 05/25/2023
Complaint: 20074173
I am rejecting this response because: as stated in the first sentence of my complaint, I am encountering significant issues with the resistance and incline functionality. To clarify BOTH features do not work. Since purchasing the bike, I have only been able to use the the bike five times. FIVE TIMES!!! The last two times, I rode the ifit sessions with a free spinning resistance wheel. Additionally, all five sessions, the incline has not worked. The rpm do adjust and display on the monitor while spinning. I have made several attempts to resolve the issue via customer support with no resolution. This in addition to all of the attempts and hours I have attempted to resolve the same issues across all three studio bikes that I have purchased. Right out of the box the bikes either didnt work or worked for a couple sessions and then stopped working. ALL THREE STUDIO BIKES!!!
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.
I have gone ahead and ordered a new controller for you for your S22I and set up service to have a technician install the part.
Order number: ICS9688255
Service order number: SO-2769733
The technician will contact you in 3-5 business days for scheduling. For your S15I, please contact our non warranty department at ************ for assistance.
Thank you!
Customer Answer
Date: 06/01/2023
Complaint: 20074173
I am rejecting this response because:I am currently out of town through last 6/4. I will contact the technician when I return home. Theres no cell coverage where Im camping and I do not have the information on the S15i with me. Having said that, I have already spent countless hours on hold, constantly disconnected by iFIT representatives, transferred from representative to representative in dealing with the S15i (and the S22i). Since a technician is coming out, *********** both of them at the same time? Both have the same issues. Im not paying for the s15i to be fixed. It is obvious this is a NordicTrack/iFit issue. I have had three (3) studio bikes, all with the same issue.
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.
As the S15I is not under warranty you will need to contact our non warranty department regarding that machine, we do apologize! The technician is only able to look at the machine they have the work order for.
Thank you!
Initial Complaint
Date:05/17/2023
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 Jan. 16, 2023 I ordered an EXP 14i treadmill (model # NTL18422.3 & serial # ************** with an ********************** membership for $1,875.92. On Jan. 21, 2023 it was delivered. On Jan. 22, 2023 my husband put it together only to discovered it didn't work. I reached out to iFIT support that same day (Jan 22, 2023) and received an email explaining a representative would be in touch as soon as possible with an attached case # ********. After waiting a few days, I went ahead and called iFIT on Jan. 26, 2023 to resolve my issue and later received an email from an iFIT employee asking for pictures of the treadmill for troubleshooting. I called iFIT again Feb. 16, 2023, Feb. 28, 2023, and March 9, 2023 and remained on hold for more than 20 min each time without speaking to a representatives. On March 20, 2023 I called iFIT and spoke to a representative for troubleshooting. I was told a wire needed to be replaced and was later emailed a case # ******** and confirmation email for a new wire to be mailed. After arriving and installing the wire, the treadmill still did not work so I repeated the troubleshooting process with another iFIT representative and was told the circuit actually needed to be replaced; I then received a confirmation email for a new circuit. After arriving and installing on April 26, 2023, the treadmill once again did not work. Called iFIT and did the troubleshoot process again and was told the console needed to be replaced but, the treadmill needed to be inside before the replacement part could be approved. I asked to have the treadmill replaced or refunded to which I was told I had waited too long to replace or refund the item. Today, May 17, 2023, I called and then provided iFIT proof via email of pictures showing that the treadmill was in my home for approval of the console replacement. I was told the treadmill was no longer in production and the parts needed for the console were on backorder and it would be several weeks minimum before it would be sent to **.Business Response
Date: 05/18/2023
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 console is due to ship out within the next 1-2 weeks.
We will get this taken care of as quickly as possible.
Please let ** know if you have any questions.
Have a great day!
Initial Complaint
Date:05/17/2023
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 the Exp10i on the nordictrack.com website on Jan 25, 2023 (Order #*******)Equipment was delivered on Feb 1, 2023. On May 2, 2023 the display stopped responding to touch and thus deemed the equipment unusable. Support has informed me the display is out of stock and don't know when I can expect a replacement. I purchased this piece of equipment to be able to work out at home and not pay for gym membership. Since the treadmill stopped working in less than 3 months I expect Nordictrack to either:1. Refund the entire amount for the equipment with shipping label to return the item - since I paid for a service that I can no longer avail 2. Set up an exchange with an exact replacement(working) treadmill 3. Reimburse me an amount of $200/month for my gym membership until they are able to send a replacement for the non-functional partBusiness Response
Date: 05/18/2023
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.
We are working on getting the part to you as quickly as possible and we apologize for the delays.
Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 05/24/2023
Complaint: 20072977
I am rejecting this response because: the business has not provided any sort of resolution for the issue mentioned; a $1400 equipment not working after 2 months with no end in sight due to the replacement being out of stock/backordered.If there is a known issue with a piece of equipment, how is the company allowed to sell the product when they don't have replacement parts available?
If Nordictrack is not willing to refund or replace, I'd like monetary compensation for being able to work out(reason for buying the equipment).
If not, I plan to pursuing this issue legally.
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.
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.
I do see we are expecting a shipment within the next week. Once we receive the part back in stock we will have it shipped to you.
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: 20072977
I am rejecting this response because:Unfortunately, I am getting no concrete steps taken by the company to rectify the issue, except words expressing sympathy.
I originally proposed 3 solutions: refund, exchange or monetary compensation for the period in which the equipment hasn't worked. None of those have been addressed, all while still being within the warranty period.
The previous email stated the replacement will be available this week. I have also not gotten any update regarding this which makes me skeptical of a resolution any time in the foreseeable future.
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.
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.
We are working on getting the part to you as quickly as we're able and we apologize for the delays.
Thank you!
Customer Answer
Date: 06/06/2023
Complaint: 20072977
I am rejecting this response because: as before, I am just getting a canned response. It seems the company doesn't actually read responses from customers. I have asked for monetary compensation during the time the part is unavailable. The customer support keeps changing the story. Last week I was told I would get a replacement this week. Today it seems it is still out of stock and I have to wait another 3-4 weeks; which I highly suspect is also a falsehood. I will be joining the class action lawsuit against this company. Also filling paperwork for small claims court.
Sincerely,
****************Initial Complaint
Date:05/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I canceled subscription with iFit years ago and on April 25th they charged me a monthly ($40) membership fee. I only noticed the charge when I was paying my credit card bill. I called ifit to resolve the matter. They are refusung to give a refund even though I gave no permission for this charge.Business Response
Date: 05/17/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.
We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled.If you have any further questions, please call our Billing team at **************.
Please keep in touch with your bank.
Thank youCustomer Answer
Date: 05/18/2023
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:05/15/2023
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.
This is the 2nd complaint to the Better Business Bureau regarding a treadmill I bought from this company. I am filing this complaint again because the company did not address the issue after the first complaint. The company acknowledged the first complaint and promised to contact me as soon as possible. However, the company did not contact me at all to fix the issue as promised. The response was brief but assured me that a representative would be contacting me that day. That response was sent to me on May 3rd (Almost 2 weeks ago). Here are the details of the first complaint: - I bought a ProForm 800I treadmill in March 2019. - The company sent a software update that made the treadmill malfunction. They did not provide any solution. - I tried to reset the treadmill according to the manual and the website, but it did not work. - I contacted the company through their website and received an email from ********************************** - He asked me to do another reset and gave me instructions, which I followed and failed. - I replied to his email with the outcome and never heard back from him. - His email was poorly written, and I felt that he did not take my problem seriously. The treadmill is unusable because of the software update from the company, and this is an issue that they need to address.Business Response
Date: 05/16/2023
Hi *****,
We apologize for all you have been through, I have reached out to our IFIT software team and they have confirmed that you will be receiving a call today. Please be on the look out for that. If you have any questions please let me know.
Thank you
Initial Complaint
Date:05/15/2023
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 NordicTrack **** Treadmill on 1/6/2021. Earlier this year, the treadmill quit working which I believe/know is a result of iFit software that was pushed to my machine. The console of the treadmill is fried and will not turn on. There is power to the machine as the Bluetooth button flashes. I have sent numerous emails and have made multiple calls with no assistance or resolution. Serial Number: ************* Model Number: ********** Where Purchased: Amazon Date Purchased: 1/6/2021Business Response
Date: 05/16/2023
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 sent this information over to our iFit software team for you and had them further review your account.
They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank youInitial Complaint
Date:05/14/2023
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.
My Nodictrack Treadmill received a forced software update in mid-January that resulted in the console failing to boot. I contacted support and was eventually able to talk with a live person, after several days of trying. I sent in pictures of the unit as requested and was told that new parts would be required to repair the issue, but that it was covered under warranty. On January 27, 2023, I received a confirmation for an order for a console. The order number is ICS9593672. I have not yet received it. Since I've purchased the extended warranty I'd like to have have the treadmill repaired or replaced as soon as possible and I would like to have the warranty and iFit membership duration extended for at least as long as it takes to resolve the issue. I'd also like the status updates that clearly outline what is being done and the time line. If they are unable to provide services then I would like a refund of the entire purchase price of the unit and extended warranty as they have been unable to fulfill their end of the agreement. They have placed obstacle after obstacle in the way of trying to get this accomplished. First, they make it very difficult to file a warranty claim and, when you do, they provide indications that they are working on it so that they can delay any further pursuit of remedy.Business Response
Date: 05/15/2023
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 have looked at the order and it did ship in mid April and appears to be lost in transit. I have gone ahead and placed a new order for you. Your order number is ICS9681380.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:05/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I own a Nordic Track stationary bike that developed a mechanical problem. I called service ***** to schedule appointment for repairs and was charged $ ****** to my credit card. When repair company arrived he took machine apart, diagnosed the problem, put machine back together and informed me that I had to call to order the new part and schedule new appointment for him to come back to make installation, Although I was confused why he wasn't making the repair I complied and called Nordic Track the next day and ordered the part. I was then told it would take up to 30 days for technician to come back to my home and it would cost another $65.00 to install the part. I asked to talk to a manager about this double charging and he stated it was their policy. I pointed out if the repair tech had the part on the truck it would be repaired already and he replied that's not how they operate. I feel the double charging and the extra month with a broken machine is unacceptable.Business Response
Date: 05/12/2023
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.
Where this equipment is no longer covered under warranty we are not able to troubleshoot any issues or order any parts without proper diagnostics from a tech. A diagnostics service that was purchased with ** and will start at $159 before state and local tax and any trip fees. The technician came out and diagnosed the problem and because parts are necessary to resolve the issue, the technician will need to return to install those You will need contact ** to order the parts and then we can set up a return visit for $65 before state and local tax and any trip fees as long as its within 30 days of the visit which you did.This is a company wide policy, our technican's do not carry any parts on hand with them as they are a 3rd party company and where the inital visit was a diagnostic call we wouldn't know which parts to send until the unit is inspected. We apologize for any miscommunication that has happened.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 05/12/2023
Complaint: 20051288
I am rejecting this response because: I paid Nordic Track $169.00 to come to my home to repair my unit. This was not done. I now have to reschedule the repair work and pay out another $65.00. I should only have to pay once for services rendered. Along with the fact that I now have to wait another 30 days foe the tech to come back to my property. This is not what I consider customer service.
Sincerely,
*************************Business Response
Date: 05/15/2023
Hi ****,
We apologize for the confusion, we have you purchasing a diagnostic service call which is required for all non warranty machines. We apolgoize if this was not explained accurately. Our company requires all non warranty machines to have a diagnostic service call done where a tech will come out and diagnose the issue with the machine, after this is done they will be able to order parts at which time the additonal fee is required for the tech to come out and install those parts if needed. If you prefer to install the parts we can cancel the additonal fee otherwise this is our company policy.
Thank you
Customer Answer
Date: 05/15/2023
Complaint: 20051288
I am rejecting this response because: I was never informed that a tech was coming to diagnose my stationary bike. I paid $169.00 to repaior the unit. If the tech had needed parts with him I wouldn't be charged again to get the job done. This policy is nothing more than Nordic Track double dipping and charging customers twice to complete the repair. I have never experienced this type of blatant thievery from a vendor. Whenever I have called for maintanence persons to do a repair at my home they come with all necessary parts to complete the job. To send repair techs out without the proper equipment is reprehensible and a deliberate act of RIPPING OFF customers. Nordic Track needs to change this policy immediately.
Sincerely,
*************************Business Response
Date: 05/15/2023
Hi ****,
We apologize for the miscommunication, at this time we will need to abide by our company policy. If you would like to continue with your service you will need to pay the additonal fee to complete your service.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 05/15/2023
Complaint: 20051288
I am rejecting this response because: I am convinced this double dipping policy of Nordic Track is wrong. Obviously they are unaware that they forced me to pre-pay already for this service.
Sincerely,
*************************Business Response
Date: 05/16/2023
Hi ****,
We apologize for the inconvienance, if you prefer to do the repair yourself we can refund the $65 back to your account, otherwise the tech will reach out once the parts arrive to complete the install.
Thank you
Customer Answer
Date: 05/16/2023
Complaint: 20051288
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
Date:05/10/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought SS2 nordic track bike in 2021 and have not been able to use it in last 7- 8 months. We have been back and forth with the company and we have a hard time contacting them. When we do get hold of them we are left holding or sent to another department who then tell ** we have been sent to wrong department.When a bike technician did come out they couldn't fix our equipment as the wrong part had been sent. This frustrating as we have an expensive bike that we cannot use.Business Response
Date: 05/10/2023
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 a new console is on order for you. Your order number is ICS9669494. You may track the progress anytime at www.ifit.com. Once you receive the console the tech will be contacting your for scheduling to come back and install that.
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 ** know and we will add the time back onto your machines warranty for the time that it has been down.
Thank you.
Customer Answer
Date: 05/10/2023
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,
*****************************
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