Complaints

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

close

Find a Location

iFIT has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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:04/27/2023

  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 c1000 ifit nordictrack treadmill from Canadian Tire in the fall of 2021. It was glitchy and I contacted the company. They passed me around on the phone and multiple emails until I was finally fed up and gave up trying. Fast forward to fall of 2022, it started to freeze but I could get it going for a bit by restarting it. Then it finally went black and wouldn’t work. I tried to email the company and was ignored. I called the number I found on the website and was told to email, to be ignored again. Finally I got a response but they didn’t help. After months of being bounced around via phone and email, they told me I didn’t have warranty. I reminded them that had I got help back when I bought it, this could have been mitigated, and that I have been bounced around in this experience too. They said that they would help me regardless of the warranty because they mishandled this case, so would help me figure what was wrong and to send my emails and proof of purchase, which I did, and since then was given the run around again and now am being blatantly ignored. None of my emails are being responded to. I have a dead treadmill and no customer service. I bought this brand and paid the extra money because I thought I was paying for quality.

  

  Business Response

  Date: 04/28/2023

  Hello, 

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

  Unfortunately, we are located in the US are we are unable to assist members outside the US. 

  Please contact our Canada office directly at-###-###-####
  

  Let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 04/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This did not resolve the issue. The person contacted was the USA contact and not Canada. Also, I have sent supporting documents to BBB today that need to be included in this complaint that the website would not let me attach when filing the complaint.
  
  
  Sincerely,
  
  **
  

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill from NordicTrack in April 2019. It came with a free one year iFit membership. I never activated iFit or used the service. I was checking my credit card statment today and noticed a $40 charge from iFit. I looked for other transactions and found that they had been charging me an annual fee since 2020. The first two years were over $400 each, then $180 last year, and $40 yesterday, so over $1000 all together. I never signed up for iFit, never created an account, and certainly didn't give them my credit card information. I called their customer service and they said they would refund the $40 and $180 charge, but not the $800+ because "that's our policy". This is fraud. I never agreed to this and have never used iFit. They need to refund the entire amount.

  

  Business Response

  Date: 04/28/2023

  Hello,

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

  Our ifit team has informed us that, your account was created with your machine purchase back in April of 2019. The terms of use create an account for our members and will automatically renew unless the member cancels, which you can cancel at any point.
  
  

  ********************************************************;

  ****************************************************

  Let us know if you have any questions. 

  Have a great day! 

  
  
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19992208
  
  I am rejecting this response because: 

  I did not create the account and ********************** did not state anywhere that an iFit account would automatically be created for me. In fact, I went through my email and found one from iFit from the same day I purchased the treadmill under the subject line: "Complete your iFit membership registration". This was my first time opening this email,and I had never visited iFit's website, so this account was automatically generated when I purchsed the treadmill. However, the text of the email reads:

  "You're one step away from completing your iFit Coach membership registration. Please access your new iFit account with the credentials below and set up a new password. Then you can answer a few, quick questions, so we can set up your customized iFit profile.
  Your membership will begin the day that you activate it. We'll also extend your membership by two weeks to allow time for your equipment to arrive. When it does, you will discover even more incredible aspects of iFit that will keep you motivated to work out like never before!"

  Below that it had my email and a temporary password which was generated by YOUR COMPANY, not me. The link below that says "Update my password". I'd never opened the email until today let alone clicked on the link. The customer support person I talked to confirmed that I've never logged into the account. Yet, the email says "Your membership will begin the day that you activate it". If I've never accessed the account then how did I activate it? 

  The autorenew is only supposed to take effect IF I activate my resgistration, which I obviosly never did since I've never once logged into the account.

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

  

  Business Response

  Date: 05/01/2023

  Hello, 

  In the terms of use is where it states that an account is automatically setup. When purchasing the machine, you do have to agree to those terms of use. 
  
  
  The accounts are setup the same day of purchasing the equipment. It is then setup to extend 2 weeks for delivery of the machine so you don't lose any time.

  Please let us know if you have any further questions.

  Have a great day!
  
  
  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19992208
  
  I am rejecting this response because:

  Your response contradicts both what your support center in ***** has told me and the contents of the email I received after buying the treadmill. It's very frustrating that you appear to not even be reading my complaints thoroughly.

  You can read the entire contents of your email in my last response. It begins "You're one step away from completing your iFit Coach membership registration." Therefore, if I did nothing, my membership should not have been registered. If YOU registered it anyways, then that's fraud. Your email listed steps that I had to take to activate. I didn't take them.

  It also reads "Your membership will begin the day that you activate it." I didn't click the link in the email, therefore I didn't activate it. That email makes it very clear that I had to take action for the account to be activated.

  Furthermore, the treadmill comes with an iFit registration card (mine is still sealed because I had no intention of activating it). If you already registered an account for me then why send a registration card? Seems like another deceptive tactic to fool customers into thinking they're not already registered.

  Please have someone other than a call center in ***** call me, ************. I'm growing very frustrated with the contradictory and bogus explanations. My wife is an attorney and I have a lot of free time. I will not be dropping this and have no problem escalating it if I need to.

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

  

  Business Response

  Date: 05/05/2023

  Hello, 

  We have spoken with our iFit team and they have informed us that they sent the 30 day reminder emails for the yearly charges. 

  They did refund the 1 month charge as well as the $180 charge back from April of 2022. 

  Please let us know if you have any questions. 

  Have a great day!

  
  
  
  

• Initial Complaint

  Date:04/27/2023

  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 NordicTrack S22i bike from NordicTrack.com in December 2019. I also purchased an extended warranty along with the machine. After a year of use, the console started freezing up at random times during workouts. For the past 6 months the problem has gotten worse and the console kept crashing on us on a regular basis. I then worked with **************** a few times to update the bios and the Ifit software. The issue kept persisting and after several more calls they agreed to send us a new Console (since we had the extended warranty) which was ordered on 2/28/2023. I received the Console on 3/22/2023. I have had 3 tech visits and none of them have been able to get the new Console to power up. When I call the reps at *** (Extended warranty provider for NordicTrack) they keep saying a different cable is needed to connect to the bike frame as NordicTrack has changed the wiring. They keep sending us the same cable repeatedly. There is no manual or wiring diagram for the new configuration. The Tech said they are experiencing the same issues with other customers as well. I called again on 04/27 (while tech was on his 3rd visit to my house) and the rep on the phone had no idea of what is required and wanted the service tech to put in notes, again (notes have been provided twice before, with videos and pictures). The rep refused to let me speak to a supervisor and instead asked me to send an email with videos of us exercising when the console crashes (how ridiculous is that - as it crashes at random times).At this time we are dead in the water without knowing if the exercise bike will ever be fixed. Hoping that this post gets attention from the right responsible people at NordicTrack and some one will get in touch with me to resolve this issue. Personally, I strongly recommend not buying a NordicTrack product as they cannot stand behind their products or service.

  

  Business Response

  Date: 04/28/2023

  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. 
  

  Where your machine is no longer covered under the manufacturer's warranty and just by the extended warranty now, we will need you to contact them directly at ************** for parts and service. 

  Thank you

• Initial Complaint

  Date:04/27/2023

  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 ordered a Nordictrack Commercial **** treadmill and I paid an extra approximately $200 for their White ***** delivery service which is supposed to include room of choice delivery, and I paid an extra $300 for their service warranty. When the delivery crew arrived they stated that I got the big machine and it was very heavy and would be hard to get up the stairs. They asked if I had anyone who could help. I said my friend could come in thirty minutes. Instead of waiting for my friend they opened the box in the truck and brought in the parts piece by piece. The parts were not fully wrapped and when they brought in the base of the treadmill, by far the largest heaviest piece, they laid it down on the concrete outside of my home with no wrapping or protection. When they brought it up the steps they lifted it up one step at a time. The guy was barely able to lift it and he slammed it down on my steps each time he released it as he lifted it and dropped it on the next higher step. Between laying it on its side on the bare concrete and slamming it up the steps the machine now has a ***** on the side and multiple scratches. I requested that Nordictrack replace the damaged parts or replace the machine. They responded with an email stating that the parts could not be replaced, but they would not replace the whole machine because the damage is cosmetic, and they would send some paint for me to paint over the scratches. This will not solve the issue and will not smooth out the gash on the side. I purchased this item for the machines aesthetics, but now instead of having a beautiful sleek machine I have a scratched and gouged item that they refuse to replace. Every time I call I have to go through very long phone calls and nobody I eventually speak to can do anything to address the issue. I am very angry and will take all action available.

  

  Business Response

  Date: 04/27/2023

  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.
  
  

  We're happy to get this issue resolved. 

  Can you please provide pictures of the machine's damages for review?

• Initial Complaint

  Date:04/26/2023

  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.

  Bought an exercise bike at Academy Sports on January 19th of this year and I did not purchase the extended warranty. The limited warranty that comes with this item is for 90 days. In March the tension adjustment control froze up and can now only be adjusted by way of Channel Lock pliers. On April 17th the bike started making a terrible loud clicking (clacking?) sound when I pedaled. I contacted the email address and the website address regarding a couple of days later. I was told that the item was no longer covered by the limited warranty. I corrected that error and have received nothing but endless emails asking me the same questions (many superfluous to this actual item) and my response has *** consistent with the same answers as well as pictures and a video. Now they want me to disassemble the bike for further review. I did request a service technician to come out and repair this, but got just more of the above.

  

  Business Response

  Date: 04/27/2023

  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.
  After reviewing your account it appears that you're no longer under warranty. 

  You will need to contact our non-warranty team directly for further assistance at--************

  Have a great day! 

• Initial Complaint

  Date:04/26/2023

  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 had a year membership with ifit and was told after the year was up they would email and let me know that if I didnt cancel I would be charged monthly. Well a year passes and no email from them and my card is charged two months before I notice it. I tried getting ahold of customer service at least 10 times with no success. They have the WORST customer service ever!!! They never called me back, never got an email. Finally get ahold of them and they would not refund my money.

  

  Business Response

  Date: 04/27/2023

  Hello-

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

  
  In looking into your iFIT account this morning, it looks like the charge for the renewal, we were able to refund 1 out of the 2 months charged. Your refund amount is $41.44. Please allow **** business days for that to reflect your account. We were unable to refund the second month because it is to far outside the return window of 30 days. 
  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 
  

  
  

• Initial Complaint

  Date:04/26/2023

  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 Nordictrack treadmill on 02/04/2022, paid $2,012.94. We were still in the process of finishing our home gym when the treadmill was delivered, therefore a few months went by before it was able to be used. Upon using we noticed a loud, squeaky noise when walking and/or running on the treadmill. Nordictrack was *******ed immediately. They sent me lube to put on the belt. I did that, it fixed nothing so I *******ed them again. After weeks of waiting they sent someone to service the treadmill. He ordered parts, told me to ******* him when the parts arrived. When I *******ed him I was told he no longer services Nordictrack. He also told me there is no one in my area to service the treadmill. I *******ed Nordictrack again. I was told they would have a service rep ******* me, I was told I needed to wait for someone to ******* me. Weeks and months passed and I was never *******ed. I called, I emailed, I sent videos of the problem, and I was constantly told I needed to wait for someone to ******* me. In early March I was finally *******ed by a service rep, the same guy who originally came to service the treadmill, the same guy who told me he no longer services Nordictrack. I was told he once again services Nordictrack, he said he would look at his schedule and would call me back to set something up. I have not heard from him since. Yesterday I was told by email, from a Nordictrack rep, that I could get a refund. I was given a number to call regarding this. When I called I was told it has been over a year since I purchased my treadmill and therefore my warranty has expired. When I explained I have been trying to get this issue fixed for months I was told they would ******* a service rep and I would have to wait for them to get back with me. I told them I have been waiting for months. I was then told there was nothing they could do. I could wait or they could cancel the service request. I was told there were no other options.

  

  Business Response

  Date: 04/27/2023

   

  Hello,

  This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

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

  
  

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19984136
  
  I am rejecting this response because:
  Every time I have called or emailed iFit I have been told someone will be contacting me in the next 3-4 days.  I wait days and days.  Days turn into months.  I call and/or email again and I get the same response-someone will contact me in the next 3-4 days.  Most recently I received an email on April 14th telling me a representative would contact me as soon as possible.  After days went by with no contact from a service representative I called iFit.  At first I was very rudely told there was nothing that could be done because my 1 year warranty has expired.  It has expired because no one from iFit will assist me!  I was eventually told they would escalate my request for service and once again I needed to wait 3-4 days.  On April 26 I contacted BBB in an attempt to receive some sort of help with my problem.  I received a response from iFit regarding my complaint on April 27th.  It was no surprise that I was told they have contacted the tech company and I will hear from them in 3-4 days.  Six days later I am still waiting to hear from the tech company.  This is so ridiculous!  It is very apparent iFit is not interested in assisting customers when their product fails.  I spent over $2000, my treadmill has never worked correctly, I have patiently waited for assistance and done everything I have been told to do regarding this problem, and more than a year later I am still stuck with a broken treadmill.  I want my money back!!  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/04/2023

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

   We have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

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

  
  

• Initial Complaint

  Date:04/25/2023

  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 S15i spin bike from Nordic track in 2020, in December of 2022 it suddenly stopped working so I made a claim since I had purchased the extended warranty. I called Jan 21st 2023 to find out where all the parts are and was informed 1 part was on backorder and they did not have an ETA, fast forward a couple weeks Feb 9th **************************************************************************************************** the warehouse early March then it would be shipped to me, well that wasn't the case, I did not recieve the part until April 11. When the service technician came to fix the bike he told me that they sent the wrong part so I had to wait another week for them to send the correct part.When the service technician came to fix the bike the second time he proceeds to tell me that the parts aren't working and that the power cord is pushing to much voltage to the bike so it keeps shorting the connection and is failing to turn on. So now I have to wait again for more parts to ship and 1 of the parts being on backorder again with no ETA. I have expressed my frustration with many people at Nordic track and the extending warranty company when i spoke with the warranty department they said i didnt meet the threshold on parts for them to send a new bike and that i just need to wait, which i find absured. Nordic track is selling brand new bikes left and right but me as a current customer cannot get my bike fixed. There needs to be a better process to be able to fix these bikes. I love ifit but the customer service I have received makes me not want to ever purchase another item from them. I just want to exchange the defective bike for one that works. I canceled my gym membership because I paid so much for this bike, so i just want to be able to use the bike that I paid for. In addition I had to take 2 days off from work to be present when the service technician came to my house, now im going to have yo take a 3rd day off without pay. (I did not plan on using my vacation days to do this) My husband also had another nordic track item that had issues and they were able to replace with a brand new machine.

  

  Business Response

  Date: 04/26/2023

  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 under the extended warranty.

  You will need to contact the extended warranty team for further assistance at-*************

  Have a great day! 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19982201
  
  I am rejecting this response because: I have spoken with the extended warranty department and they keep referring me back to Nordic track, I was told by the extended warranty department that I don't meet the threshold to recieve a new bike whatever that *** mean. I purchased this extended warranty to ensure that if my bike were to fail I would recieve the proper parts to fix it or have it replaced. I paid a lot of money for this machine and to extend the warranty so for them to come back with that sort of response just amazes me. The first time they sent me the wrong parts, the second time the parts did not work so now I just have to sit here and wait for the parts to become available whenever that *** be. I do not think that is fair and is terrible customer service!
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 04/26/2023

  Hello, 

  We apologize, we are unable to assist as you're only covered under the extended warranty team. 

  Parts and service were order under the extended warranty. 

  Please contact them directly for further assistance.

  Have a great day! 

• Initial Complaint

  Date:04/25/2023

  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.

  My S22i bike was purchased in November 2020. The parts warranty last for 2 years. I used the bike regularly up until I deployed in Sept 2022. While I was deployed, the lower control board went out on its own accord which is a common issue with this product (and should have been recalled by now). I called iFit and asked them to honor their warranty for parts since I was deployed during the last 3 months of coverage and returned in April 2023 to a broken bike that broke on its own while I was overseas. iFit refused to honor the warranty even though I had no way of knowing it broke on its own nor the ability to contact them even if I had. Honestly, buyer beware on the Nordtrack products. This isn’t something unique to the bike, all of their products see to have faulty control boards that fail at random times. Your iFit virtual subscription will probably last longer than the equipment itself

  

  Business Response

  Date: 04/26/2023

  Hello, 

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

  After reviewing your account it appears that you've spoken with a rep and they have given you our non-warranty department's information. 

  Please contact our non-warranty team for further assistance as your machine is no longer under warranty. 

  Let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you failed to provide any sort of real customer service. Your system is designed to fail and broke on its own while I was overseas defending your freedom to operate this low product quality business. I just finished paying off your product and no sooner than it is paid off it breaks. That is bad business ethics at best, and questionably illegal at worst. You should honor your warranty for something that broke on its own accord for service members who are overseas when it breaks. 
  
  
  
  Sincerely,
  
  ***** ******
  

  

  Business Response

  Date: 04/26/2023

  Hello, 

  We apologize, the warranty has expired. 

  Any further parts and service will need to be purchased by contacting the number previously provided or by visiting ****************

   

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is poor business ethics.
  
  
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:04/25/2023

  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 have purchased proform 525CT treadmill from samsclub on 11/23/17.It had lifetime frame warranty and 25 years drive motor warranty.
  My drive motor for treadmill has gone bad in April 2023 so it is still under warranty so I informed IFIT to send me replacement drive motor but they refused me to send it saying they need to send technician to check it and for that I had to pay tech visit fee and after then they will decide,I told them I myself is engineer and have all technical knowledge and I have diagnosed treadmill thoroughly and found drive motor is gone bad.,but even after so many back and forth email they still want me to pay for tech visit which is not at all required.

  

  Business Response

  Date: 04/25/2023

  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, we can confirm that a certified technician is needed to diagnose the machine before any parts may be sent under warranty. We understand that you are capable of doing this we don't disregard that, however, we will a certified tech to give us that diagnoses. This is a company policy which we must abide by. 

  We apologize for all you have been through, to set up a tech please reach out to our member services at ************** (****). 

  Thank you 

  
  

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am electrical engineer which is more that certified technician.

  I have diagnosed it thoroughly.
  
  
  
  Sincerely,
  
  ****** *****
  
  

  

  Business Response

  Date: 04/25/2023

  Hello, 

  We understand, however this is a company policy that we must abide by. To schedule a tech you will need to contact our member services at at ************** (****). 

   

  Thank you 

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is not the valid reason to decline warranty and pushing for sending tech to charge money to customer.
  
  
  
  Sincerely,
  
  ****** *****