Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,253 total complaints in the last 3 years.
227 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/18/2023
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 sent in 2 requests online for Ifit to contact me Regarding the software that was pushed out and caused numerous 1750 NordicTrack treadmills to crash and now are unusable. I also called twice 1st person disconnected the 2nd person Kristy when I told her what was happening she said "OH" I can usually help fix your treadmill but that I can't fix. She said she was sending a message to her supervisor and would call me back that was Friday 4/7 and I haven't heard from anyone. I would just like to talk to someone who actually can help find the solution in a timely matter.
Business Response
Date: 04/20/2023
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.

Our iFit team will be having an agent reach out to you within the next 48 hours to get this resolved.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:04/17/2023
Type:Customer Service 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.
Nordic Track did a software update and they say that my treadmill (X9i model) cannot support the new update. As such I am no longer able to use my treadmill.
Business Response
Date: 04/18/2023
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 it appears that you've spoken with our iFit team and they have informed you that our legacy program is no longer supported.
Please let us know if you have any additional questions or concerns.
Have a great day!
Initial Complaint
Date:04/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the Norditrack S22i back in August 2020 and continuously have had issues with my IFIT classes crashing either at the beginning of a workout when I select a class or right in the middle/end of a class so my workouts were never recorded.

I called the IFIT support line and spent almost 3 hours with them trying to diagnose the issue. I was re-directed to a number of different departments and had to re-explain the issue to a new person since they could not figure out the underlying issue, but they were able to verify my issues during video calls. I was bounced back and forth between the tech support and extended warranty teams since tech support was not able to verify my extended warranty (even though I told them I had the information in front of me and could verify). It seems as though they wanted to push my problem to someone else or find a technicality to deny replacing my equipment, and it became increasingly frustrating.

After 3 painful hours to determine if it was a hardware (i.e. console needed to be replaced) or software issue, they leaned towards software issue and recommend I either continue to work with tech support to figure out the definitive issue or wait on the next IFIT update and hope it fixes the problem. This was probably the worst experience I've encounter with customer support and they did not offer any solace to remedy the issue.
Business Response
Date: 04/19/2023
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.
Where your machine is no longer under the manufacurer's warranty we will need you to contact the extended warranty directly at ###-###-####. They will be able to assist you in getting parts and service.
Thank you
Customer Answer
Date: 04/19/2023

Complaint: ********

I am rejecting this response because:
My Norditrack S22i bike is under warranty and I already contact the extended warranty directly about my issue, but they punted the issue back to the tech support (who doesn't know what the root issue is). No one from IFIT is taking any ownership of this issue, and I've been on a wild goose chase trying to explain the issue and getting nowhere.

Sincerely,

***** ****

Business Response
Date: 04/25/2023
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 you

Customer Answer
Date: 04/25/2023

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:04/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Nordictrack treadmill with iFit capabilities in December 2019. Within the past few months iFit pushed an update out to all of the machines that crashed the entire equipment. I can no longer use my treadmill at all and ifit is not wanting to take any responsibility even though it was caused solely by their software update.
Business Response
Date: 04/18/2023
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 you

Customer Answer
Date: 04/18/2023

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:04/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I own a NordicTrack Treadmill model number is NTL14119.5 Serial #*************. I purchased this machine brand new on 08/27/2021 and promptly registered it with NordicTrack.

In December 2021 my NordicTrack 1750 Treadmill prompted us to update the software, which we did, and since that update our treadmill has been BRICKED. The machine will no longer operate at all. I have come to find out this is a problem with thousands and thousands of machines that support Ifit.com. I submitted the first support ticket via their support center [email protected] in December 2022 (#********) & I submitted 2 more tickets this way with no response to any of them. I then did an online messenger chat with ******** on Facebook on Jan 18 2022 and was informed they would not honor my warranty because of where I purchased it but I could purchase extended warranty for coverage. I read the warranty conditions and that is not included anywhere and I registered it with all purchase information without any issue. I have now contacted their service line at ###-###-#### and told by rep 1 in hardware it is software issue and transferred to them (call was disconnected so I called back) software did video chat & told me it was a hardware issue and transferred me back to them. (ticket number is ********) When hardware Dept answered they had a bad connection & I was again disconnected. I am now contacting you to help me get NordicTrack/Ifit to fix my machine as they should under my warranty.

I have been working since December 2022 to resolve this issue and I have been tossed around and ignored and even told that they would not help me even though my machine is properly registered and under warranty. I feel like this company has let down THOUSANDS of customers with a corrupted software update and they refuse to make it right by the customer. I feel we are being victimized by this company.
Business Response
Date: 04/18/2023
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.
I do see the machine is no longer covered under the manufactures warranty for parts or labor. If you did not purchase an extended warranty, please contact our non warranty department at ###-###-#### for assistance.
Thank you!
Business Response
Date: 04/20/2023
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.
I have reached out to our IFIT department and they will have an agent contact you soon.
Thank you!
Customer Answer
Date: 04/24/2023

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:04/17/2023
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.
New ifit software update renders my s22i fitness bicycle useless. Unable to do any of the workouts despite having PAID for membership. Contacted company and no response. Basically $2000 down the drain.
Business Response
Date: 04/18/2023
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.
What issue is your machine having? Please provide the machines model and serial number.
Thank you!
Customer Answer
Date: 04/22/2023

Complaint: 19945130

I am rejecting this response because: They ask me to respond with problem and model/serial number of machine but there is no way for me to respond!!!!

Sincerely,

*********************************
Business Response
Date: 04/24/2023
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.
An IFIT agent will be reaching out to you again soon.
Thank you!
Initial Complaint
Date:04/16/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a treadmill from Nordictrack and received the wrong treadmill in the correct box. When I contacted customer service they sent me the correct treadmill but then insisted I disassemble the wrong one myself and move it to a lower floor of my house. I refused since I had paid then hundreds of dollars for the assembly. The several moving companies they contracted refused to remove the treadmill from the second floor of my house. I took several days off of work only to have a technician refuse to remove the treadmill because of its weight and location. I had a time frame that the treadmill absolutely needed to be removed to finish the remodeling of the room that it was in. I informed them of this but no urgency was taken to get the problem resolved. The remodel could not be completed with two very large treadmills in the same room. I informed them the only way I could get the treadmill removed was in much smaller pieces. The tread base alone is hundreds of pounds. The only way I could get it out of the room myself was disassembly of the base by sawzall. 4 Months later after I needed it removed they are harassing me threatening collection action for a treadmill they abandoned at my house while I needed it gone for a project that had time and financial constraints. I want them to leave me alone. They had a chance to pick up the treadmill but refused to make the proper arrangements. I am months past this problem and have nothing for them. Except a bill for storage of their product in my house the cost of a sawzall and blades and dump fees.
Business Response
Date: 04/17/2023
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 ******************* they have confirmed that they have been working with the pick up team for scheduling, the carrier has been trying to schedule pick up with you, we ask that you work with them on getting that scheduled. If the machine is disposed of incorrectly you will be responsible for the cost of the machine.
The pick up carrier is ************ and the best way to get ahold of them is ************ option 5.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 04/17/2023

Complaint: 19941712

I am rejecting this response because:
your business caused an inconvenience to me with a mistake fully within your realm of control but expect me as the consumer to do everything to make it right. Your lack of professionalism caused your equipment to remain at my house for an extended period of time causing issues with other work that was scheduled. I gave you more than 6 weeks to remove the product from my house. Your lack of attention to the issue cost me additional project fees, personal time and uncompensated labor. Your response totally disregards the inconvenience to me, your customer. I did everything you asked and planned appropriately. All I asked after your mistake was to collect the machine in a timely manner in order to not impact my schedule. I lost hours at work because you scheduled numerous contractors that would not provide the services you promised me. Yet your response to me is merely improper disposal of the machine will result in fees. How about you reimburse me for the missed hours of work, the additional cost of my renovations and storage fees for the use of my house as your personal storage unit due to your mistake. Please dont act like I dont matter and my problems are just my problems. You caused my problems while I made all the concessions I could to accommodate you. It is now time for you to make concessions for me.

Sincerely,

***************************
Business Response
Date: 04/18/2023
Hello,
We apologize for the inconvienance this has caused you, we understand how frustrating it can be, because the pick up carrier is a 3rd party company you will need to contact them for a pick up time. We are unable to schedule that as we do not have access to their schedules. We are happy to offer you 3 free months of IFIT membership for the inconvienance this has caused you.
Thank you
Customer Answer
Date: 04/18/2023

Complaint: 19941712

I am rejecting this response because:
3 months of iFit is not a suitable solution to ease the burden placed on me. The movers you chose did contacteme. We scheduled appointments. I missed work to meet their schedules. When they came to pick it up they realized it was on a second floor and refused to pick it up. 3 separate contractors did the same thing. You cannot convince me that multiple contractors made the same mistake. Do not blame them for your short comings. IFITs poor quality control to ensure the right product is in the right box, poor communication with the moving companies and lack of concern for its customers issues are why we are here. That being said I am thousands in losses due to these missteps on your part and 3 months of ifit does make up for the inconvenience caused by your company. Between work hours missed and fees assessed by my contractor I am financially more negative in this transaction than the cost of the incorrect treadmill sent to me.

Sincerely,

***************************
Business Response
Date: 04/19/2023
Hello,
We understand how frustrating it is and the circumstances you have been through, again, we need you to work with the pick up carrier so that we can get this resolved for you and get the machine picked up as quickly as possible. We do require the machine to be by the door for pick up, if you are unable to do so a service may be purchased to have the united removed from the area and put where it's accessible. You may schedule that by calling 1-833-680-iFit (****) because this is done by a third party we are unable to offer compensation for that, but it's available if you choose to do so. Again, we are happy to add the 3 months of ifit to your account for your troubles.
Thank you
Customer Answer
Date: 04/19/2023

Complaint: 19941712

I am rejecting this response because:
To be clear. I absolutely will not pay to have this disassembled and moved. You sent me the wrong machine in error. And want me to pay for the inadequacies of your system. No sir! I will remove it myself in small pieces. The courts can decide if I am wrong at this point. Also at this point I dont want the correct one either. You have lost me as a customer at this point.

Sincerely,

***************************
Business Response
Date: 04/21/2023
Hi *******,
We have reached out to our Billing and Returns and they have autorized disassembly for you. The carrier will schedule pick up at which time they will disassemble the unit for you. Please let us know if you have any additonal questions.

Thank you
Customer Answer
Date: 04/21/2023

Complaint: 19941712

To be clear this will be for both units with no penalty for the return. Also I will be refunded for all payments made thus far.

Sincerely,

***************************
Business Response
Date: 04/24/2023
Hello,
We have a return on the first machine , which we delivered the incorrect model so we agreed to provide disassembly on that return. The correct model was received on 2/2, and is not eligible for return.
We aologize for the confusion.
Customer Answer
Date: 04/24/2023

Complaint: 19941712

I am rejecting this response because:
I feel that my concerns that started this complaint are being ignored. Your mistake cost me almost **** dollars. Your proposed solution to make it better was 3 months of ifit. If you really take the stance that doing what you should have done in back in January and 3 months of ifit is a good way to remedy causing a customer such a substantial sum of money Im am wasting my time responding to you. To be clear 3 months of ifit does not make this right. Picking up the machine months later does not make this right. Treating me like a valued customer that has mistakenly been screwed over by the inefficiencies of your system is all that I am asking for. Again, I had a financial loss because of this which cant be ignored.

Sincerely,

***************************
Business Response
Date: 04/26/2023
Hello,
We sincerly apologize for the experience you have been through and the financial loss you have experienced. We have escalated the pick up and disassemble of the machine to avoid further frustration. The pick up team will be in contact with you for scheduling.
Customer Answer
Date: 04/26/2023

Complaint: 19941712

At a minimum, could you please have them move both treadmills out of the room?

Sincerely,

***************************
Business Response
Date: 04/28/2023
Hello,
I'm sorry they have only been notified to move the one that you will be returning. The other one is not eligible for return so if you need that one moved to a different room you may call into our member services and have a tech come out to do so.
Thank you
Customer Answer
Date: 04/28/2023

Complaint: 19941712

To make everything right I would greatly appreciate if you courtesy disassemble both treadmills. I understand that I cannot return the correct one. With all that had gone on in this situation I think that this solution is a fair gesture to show that you want to do the right thing by your customers.

Sincerely,

***************************
Business Response
Date: 05/01/2023
Hi *******,
We sincerly apologize for all you have been through, we are unable to disassemble to correct machine, we can onlu disassemble to incorrect machine as they will be taking it with them. We do have a service you may purchase through our member serivices for disassembly for $249. If you wish to purchase that please give us a call at 1-833-680-iFit (****) Thank you
Customer Answer
Date: 05/01/2023

Complaint: 19941712

I am rejecting this response because:
At this point I feel that you really have no good will in this situation and will be contacting a lawyer to resolve the issue. Your responses have thus far not been an effort to come to any resolution that makes me right after suffering a loss due to your mistakes. The fact that you think that it is okay to cost your customers thousands of dollars with your mistakes and then cant even offer a courtesy disassembly and acknowledgment of your role in this mess of a situation is extremely disturbing.

Sincerely,

***************************
Business Response
Date: 05/02/2023
Hi *******,
We sincerly apologize for all you have been through, we are unable to provide disassembly for the correct machine, all we can do is offer disassembly for the incorrect machine as approved by our returns department. again, we apologize
Thank you
Customer Answer
Date: 05/03/2023

Complaint: 19941712

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/15/2023
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.
Date of transaction
09/22/22, purchased, 10/08/22, delivered. See email confirmations.

Amount of money you paid to the business
$5,943.96 (see order confirmation email)

What business committed to provide you
Complaint tied to purchase of Elite Treadmill (32-inch), Model #NTL39222. Reason for filing complaint is due to NordicTrack misrepresenting product warranty. Misrepresentation of warranty took place, prior to me purchasing unit and shortly after completing purchase of the unit (see email correspondence with NordicTrack representatives tied to these two events). Specifically, communicated to me in event of the treadmill needing repair work, technician would come out to my home to troubleshoot, diagnose, and fix the problem and not troubleshoot problem over the phone via FaceTime. I am a military veteran. During my active military service, sustained injuries preventing me from doing troubleshooting over the phone via FaceTime. These needs were communicated to the NordicTrack sales representative prior to purchasing unit and shortly after my purchase of the unit (communications done over the phone as well email).

What the nature of the dispute is
Misrepresentation of the warranty that took place, prior to me purchasing the unit and shortly after completing the purchase of the unit (i.e., see email correspondence I had with NordicTrack representatives tied to these two events). Specifically, communicated to me in event of the treadmill needing repair work, technician would come out to my home to troubleshoot, diagnose, and fix the problem and not troubleshoot the problem over the phone via FaceTime.

Whether or not the business tried to resolve the problem
No. Please reference emails chains attached with this complaint. Issue still not resolved and why I am filing a complaint with the BBB. Resolution I would like to achieve. Return of the treadmill/extended warranty for a refund.

Account order tracking number
**********
Appreciate your consideration.
Business Response
Date: 04/17/2023
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.

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.

In looking at your account, we can see you spoke with our team today 02/27/2023, and a service order was set up. The technician will be coming out to diagnose any issues and/or required parts needed for the machine. That service order number is **********. The tech will be contacting you soon to schedule an appointment with you.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 05/08/2023

Complaint: ********

I am rejecting this response because:Please see attached letter regarding my response to the correspondence NordicTrack/iFit sent me. Tied to the complaint I filed (i.e., #********).

Sincerely,

***** *****
Business Response
Date: 05/09/2023
Hi,
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.
After reviewing your account, we have reached out to our managment team and confirmed with them that you currently have parts and service on order for you and have been working with our escalations team on getting this resolved for you. We need to wait for tech to come out and install parts before we can look at another resolution at this time.
Please reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 05/15/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****
Customer Answer
Date: 05/19/2023
Complaint: ********

I am rejecting this response because:
Attached are email chains from my discussions with Ted D**** (NordicTrack Sales Representative) and Parker R*** (NordicTrack Supervisor). I also had detailed conversations with both individuals confirming warranty information.

Points of Clarification:
Ted D**** (NordicTrack Sales Representative) email. Took place before purchasing NordicTrack Treadmill.
Parker R***'s email took place during the NordicTrack 30-Day Return policy window.
Due to misinformation communicated to me in the attached emails tied to NordicTrack Warranty (Manufacturer & Extended). Before purchasing the treadmill and during the 30-Day Return NordicTrack Return Window. I am seeking a return/refund of the treadmill and extended warranty purchased.

Sincerely,

***** *****
Business Response
Date: 05/19/2023
Hi *****,
We apologize for all you have been through, we understand how frustrating it is, I have forwarded your attachements on to our mangament team and they have confirmed that we are unable to issue a refund becuase you are no longer under the 30 day return time frame. Again, we apologize
Thank you
Customer Answer
Date: 06/09/2023

Complaint: ********

I am rejecting this response because:see attachment

Sincerely,

***** *****
Business Response
Date: 06/09/2023
Hi *****,

We apologize for all you have been through, we understand how frustrating it is, I have forwarded your attachements on to our mangament team and they have confirmed that we are unable to issue a refund becuase you are no longer under the 30 day return time frame This is a strict policy we must abide by. If you wise to review the policy please visit ************************************************* to further review if you would like.
Thank you
Initial Complaint
Date:04/15/2023
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.
January 2022, my son purchased the Nordic track with If it
January 2023, Nordic Track - the track wouldn't move
Called a local company for repair, they advised to use the warranty, local business in Ramona, California
Called Ifit to ask for repair on 3/6/2023- called Gerardo G****** said he would send a wring harness which was never sent, to repair Ifit, confirmed by calling back on 3/17/2023.
March 20, 2023 called again and spoke with "**********************" <**********************>. Wiring harness was sent to us at that time. Did not fix problem. Paid 160.00 to have a tech come out from Ifit. Repair showed up on 4/8/2023 and said he would send for parts and would call back. We called the repair 5 days later and the text said, sorry call this person to complete the process. Called Ifit again on 4/14/2023. He advised us to download an app as he could repair this. Had difficulty downloading, he said call back and didn't take our call. I am preparing for a possible lung transplant and the walking would help indoors for my future. It appears I am calling out of the country to foreign places as there is much language issues. Ifit is giving me the run around and I may dispute the payment of 160.00 for the "repair". This equipment was very costly to my son who purchased it for me.
Business Response
Date: 04/17/2023
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.

I'm happy to look into this for you, first I need to get a little infomation regarding your machine. Please provide the following
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:

Please also include any photos you see fit that will help us diagnose the issue with your machine.
Thank you
Initial Complaint
Date:04/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/25/22 my son ordered a RW700 NordicTrack rower for me for my 73rd birthday. It was delivered and set up on September 23rd as a surprise gift. On November 2nd it broke. The part that you pull came out and it no longer retracts. I called NordicTrack and was told that because it only has a 30 day return window, I was not eligible for a refund and that I needed to have a repair person come out to fix it which would cost $145.00. Was also told that I needed to take the machine apart and take pictures to send them of the broken parts. The machine is too heavy for me to work on myself so I paid $135.00 for a local repairman to come and take it apart to find the break. We discovered the spring had actually snapped off inside and was not fixable so he took pictures of the needed parts which I sent to NordicTrack rep via email as requested. Was told that he would order parts and it should be here in 7 - 10 days. A technician will call me to schedule an appointment once the part is received. After 2 weeks I hadn't received the part or heard from anybody so I again contacted the parts and service department. I have since contacted them a countless number of times with the same result. The part is backordered and should be in in 2 weeks. One person said the part was in but it had to go thru some kind of quality control before it could be sent to me. It is now April 14th and I called to see if the part was in yet and I'm told that the part was not in but was on back order and they could put a rush on it for me. I explained it already had been expedited at least 2 months ago but I never heard anything from them or received the part. I feel like I'm being lied to every time I talk to any of the ********* son paid a total of $1,714.30 for this rower for me and they could at least replace the machine or refund his money. He paid $180 for a years subscription to IFit which we can't use. Customer #********. The account is in his name *********************** ************.
Business Response
Date: 04/17/2023
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.
In looking into your account today, we were able to reorder parts for you and upgraded the shipping so they will arrive sooner. Your part order is ICS9661395. You can track that at the link below:
**************************************************************************

We were also able to set up a service order for you. That service order number is SO-*******. Once the parts arrive the tech will reach out to schedule your appointment.
We would be happy to add the down time to your warranty and 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 machine's warranty for the time that it has been down for repairs.

Customer Answer
Date: 04/17/2023

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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