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

2,250 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:04/06/2023
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.
Purchased a Nordic Track Recumbent R35 exercise bike that was delivered and assembled on April 3, 2023. The bike does not connect using blue tooth and the seat is loose. I submitted a return which they said would cost me 450.00 in fees. So I decided to see if customer warranty service could assist me. I messaged with a Jennifer who was going to refer me to a video. I told her I wanted warranty service and was told they don't provide it. I have a bike which I paid almost $2000.00 for and it is not operating properly and I cannot get any assistance from the Nordic Track Company and if I submit a return on a defective product I will be penalized 450.00 Somthing is rotten in Denmark.
Business Response
Date: 04/07/2023
Hi *****,
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'm happy to get this resolved for you, can you please verify the model and serial number off your machine? we have 2 different machines on your account with 2 different serial numbers so we need to clairfy which one is the correct one. Once we can get that done I can get a service tech out to your home to fix the issue.
Thank you
Business Response
Date: 04/07/2023
Hi *****,
Thank you for providing the serial number. We have gone ahead and requested a tech to come out and inspect your machine. Your service request is ********** please allow 7-10 business days for the tech to reach out for scheduling.
Thank you
Customer Answer
Date: 04/10/2023

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,

***** *****
Initial Complaint
Date:04/06/2023
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.
We just purchased a nordicTrack treadmill based on a review in a running magazine. We paid for white glove delivery, more than $200 on top of the cost. They just delivered it, the technician put it together and it doesn't work. The belt is broken. The technician said "I just put them together, I don't ensure that they work". We have spent 2 hours on customer service, asking them to fix it or take it back, and they are telling us we have to pay $600 to send it back to them, which we cannot get back; we lose money because they sent a defective product. They have a 30 day return guarantee - why does that not apply? They should pick up the machine, apologize and send a new one that works. Why should we pay for a defective item that doesn't work out of the box? My husband is on with customer service now for 2 hours, after dealing with a Bot for a while. Customers should be very, very, very, careful with NordicTrack!!! This is unacceptable.Next call - to our credit card company for fraudulent practices! There is no way that we should pay for white glove, have a nonfunctional machine, and then have to pay to send it back. This is a brand new out of the box machine! Please, BBB please look into this company. From the reviews on this company (which we did not see, unfortunately) this company has horrible customer service and terrible machines. We either want 1. a new machine that works, OR 2. for them to take it back (at their cost), reimbursing the white glove. We will purchase from another company at that point once we are reimbursed. They can either do this or they get a fraud notice, because this is fraudulent.
Business Response
Date: 04/07/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with your machine. We completely understand where you are coming from on this matter.
In looking into your account, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order is ICS9654671 You can track that at the following link:
**************************************************************************

They were also able to set up a service order for you. That service order number is SO-*******. The tech will be in contact to schedule your appointment once the parts arrive to you.

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 us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Initial Complaint
Date:04/06/2023
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 just bought a **** NordicTrack treadmill off NordicTrack online.Took advantage of the white glove delivery as well. I have had it less than 24 hours. The motor is making a terrible noise. Called customer service they told me the 3-4 week wait for the new motor is unacceptable and offered me a replacement treadmill. I said okay. Its an inconvenience- I just spent several thousand dollars and waited three weeks for delivery of the machine and expected to get going on it. But, okay. They transferred me over to billing and she stated they wouldnt do that. That I would need to wait for the parts and the technician and go that route. I was advertised a new perfectly working machine in 2-3 weeks now I have yet to see when if ever the machine will be working. I am so disappointed in NordicTrack
Business Response
Date: 04/07/2023
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 are offering to give you compensation of $150 if you would like to wait for the part instead of issuing a replacement.
Please let us know if you would like this compensation added to your account.
Thank you
Customer Answer
Date: 04/07/2023

Complaint: 19904476

I am rejecting this response because:
Your company and I agreed to the purchase and delivery of a working product. The several thousands of dollars that I paid to your company for a new and working product was not honored. Within 24 hours your company was informed of the situation. Your company is at fault for not responding appropriately to the sell and delivery of faulty machinery. What would be most appropriate is to remove the defective machine and replace it with a complete working product, as advertised and agreed to on March 19th 2023.
Sincerely,

*******************
Business Response
Date: 04/14/2023
Hi *****,
We apologize for all you have been through, we are currently looking into a resolution for you on this. We appreciate your patience as we look into this further.
Thank you
Initial Complaint
Date:04/05/2023
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 Nordic Track bike and have not been able to use it due to the console being inop. A new console was ordered on Feb 3rd 2023. It is now April 5 and I have not received the console. This is almost two months of not being able to use my equipment. I have a subscription to ifit for the workouts and have not been able to use this feather as well.
Business Response
Date: 04/06/2023
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 a restock will arrive within the next 1-2 weeks.
Your order will ship out soon after.
You can track your order at anytime at iconservice.com using your order number.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 04/06/2023

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:04/05/2023
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.
This is in regards to order # NTL14122K1F I purchased a Nordictrack **** on March 7th on the Nordictrack/iFit website. It still has not arrived. I financed it through Fortiva credit and have been making payments on something I don't even have. I will give you all the details of how I've contacted iFit and the local shipping companies trying to receive this treadmill. I contacted Nordictrack multiple times to ask them where my treadmill is and they said that the local company has a winter weather shipping delay. I finally heard from "Shiprite" a local company, they sent me a random text message saying "this is when we are coming" for the white glove service and didn't give me an option of choosing a time I was actually going to be there. I chose WHITE GLOVE which means I need to be home to let them in and show them where to set it up. I called the company Shiprite and their parent company 3-4 times and asked them to reschedule. The final time I called Shiprite they said that the manager put a note in my file that they will not reschedule that I either have to accept the time they are going to deliver it or I have to cancel. I contacted Nordictrack after and they told me that the local shipping company HAS to reschedule and that they will "escalate the case." This was a week ago and Shiprite has already tried to deliver it when I wasn't home. I have not heard from them since asking to redeliver.I called Nordictrack and someone said that what will happen is that they will return the treadmill to the company, then the company will send out another one with a different shipping company. I'm not waiting another 2-3 months!Please cancel this order. I want nothing to do with your company or anyone you choose to work with. This is terrible customer service. Also, I would like ********************** to waive any fees related to a cancellation as this is terrible customer service and I'm not waiting 3 months for this machine.I also want to cancel my warranty
Business Response
Date: 04/07/2023
Hi

We spoke with our Billin
g and ****************** about this return. They have informed us that a refund has been processed as of this morning (04/7/2023) in the amount of $2737.95.
This refund should reflect on your account within **** business days. The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at.

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 you

Customer Answer
Date: 04/07/2023

Complaint: 19899435

I am rejecting this response because:
I am happy that they submitted a refund however they did not respond regarding the return fees being waived. They told me they would charge me $500 in fees to return the item. It hasn't even arrived at my house yet. The shipping company picked ANOTHER day that I'm not available to deliver and I do not have it yet. They will need to contact the shipping company to receive it back. I would like confirmation that I will not receive any fees because of the shipping issues.

Sincerely,

*************************
Business Response
Date: 04/10/2023
Hi *******,
You will not be charged any fee's on your refund. We were able to waive them, Your total refund is $2737.95 with confirmation numner ******** as we did credit $450.00 previously,
Please let us know if you have any additional questions.
Thank you
Customer Answer
Date: 04/10/2023

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,

*************************
Initial Complaint
Date:04/05/2023
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.
I purchased an ifit bike in 4/2021, the bike suddenly stopped working in 12/2022. I was unable to get a response from the company until late in 1/2023, a service tech came out on 2/6/2023 and parts were ordered and supposedly shipped on 2/24 (service order #ICS9600211) and have still not arrived. I am now on the phone with the company who is giving me conflicting information on "the parts have been shipped" and "YOU haven't placed the order for the parts so they couldn't be shipped". They have no problem taking their money every month for the broken bike and have zero interest in fixing the problem and are very good at blaming everyone else for the issue.
Business Response
Date: 04/06/2023
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.
In looking into your account today, we see you have been in contact with one of our agents and they were able to order replacement parts for the ones you have ***** received.
Your part order is ICS9653188 and ICS9653121. You can track that at the link below:
**************************************************************************

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

Customer Answer
Date: 04/06/2023

Complaint: 19899084

I am rejecting this response because: although they claim the parts were sent and conveniently added an order number, I had an order number last time without ever receiving the parts. I have also had an unusable piece of equipment for four months yet I have had my monthly payments taken out as well as an ifit membership I have not been able to use. AS far as I am concerned this issue will not be resolved until my equipment is fixed and the money I have been charged for unusable services has been refunded.

Sincerely,

*******************************
Business Response
Date: 04/07/2023
Hello,
We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.

Customer Answer
Date: 06/05/2023

Complaint: 19899084

I am rejecting this response because:
I filed a complaint in April 2023 against iFit regarding a spin bike which had stopped working. The file was subsequently closed without being resolved and I would like to re-open the case. I finally received the console for the bike which they state was the cause of the problem. The new console was put on and the bike is still not working. They refuse to accept the idea there is a bigger issue with the bike and I would like it replaced. I have now been making payments on a piece of equipment that has not been functioning for nearly seven months and the company doesn't seem to care. My case number with iFit is 21630388.

Sincerely,

*******************************
Business Response
Date: 06/05/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for replacement due to you being outside of the 30 day return policy.
In looking into your account, We have gone ahead and ordered you a new controller and control wire . A parts order has been created, order number ICS9693398. You may track it once it ships at www.ifit.com.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 08/01/2023

Complaint: ********

I am rejecting this response because:
I had an open complaint against iFit and I would like it re-opened. After nine months of contact, 3 consoles, 1 motherboard and new wiring, the bike still does not function. The company clearly has no intention of making good on their product. The original file #********.

Sincerely,

*******************************
Business Response
Date: 08/01/2023
Hi *********,
We are sorry to hear of your experience, can you please tell us what's going on with your machine so we can look into this further?
Thank you
Customer Answer
Date: 08/01/2023

Complaint: 19899084

I am rejecting this response because: I have had dozens of communication with the company, by email and phone, the company is well aware of what the problem is. I am now on the third console, new wiring and a new motherboard and the machine will still not function. I have been making payments on a machine that has not worked for nearly 10 months now and the company is just playing games, likely hoping I will simply give up. The bike doesn't work. The bike is defective. The replacement parts that have been sent have not solved the problem. The bike needs to be replaced. The company needs to stand behind their product.

Sincerely,

*******************************
Business Response
Date: 08/02/2023
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 gone ahead and requested a tech to come out and inspect/diagnose your machine as a one time courtsey call. This will allow us to view better of what's going on with the machine, after the service has been completed we can look into which options we may offer.
Your service order number is SO-2792817, please allow 3-5 business days for the tech to reach out to you for scheduling. Thank you
Customer Answer
Date: 08/03/2023

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.However, I will be requesting to re-open the complaint if the service tech can not resolve the problem.

Sincerely,

*******************************
Initial Complaint
Date:04/04/2023
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 placed an online order on the Norditrack website for an elliptical exercise machine FS10i ( Order Number: **********). The Machine eventually arrived and during setup we discovered that the machine was defective. The machine was basically inoperable and posed a safety hazard. A call was placed to Noditrack to return the defected machine and get a refund. I was told that I had to register the machine at my I fit to proceed further as well as send in a video to show the defect. While I sent the video, I refused to register the machine because I would not take ownership of the defective machine they shipped. I insisted I wanted a refund if they were not able to provide me an operable machine. It took my request to speak with 3 levels of managers before Norditrack decided to order parts for their defected machine. I was told a technician would be out and never showed even after the parts arrived. I called again requesting a refund and was told the issue was escalated. The technician eventually called and hearing how the repair process works, (he returns multiple times as necessary until the machine gets fixed) I decided to not go through the repair process for what is supposed to be a new machine. Norditrack processed my refund based on their return policy that makes no mention of applicable taxes (For a machine they confirmed is defected).
I received the below email for the $1,942.92 I paid:
This is a follow-up email from our conversation today about the return your processed for the machine. There is a $250 freight fee withheld to ship the product back to us and a 10% processing withheld plus applicable taxes. The 10% processing fee is $179.90 processing +250 freight + 34.39 taxes = $464.29 total fees withheld from the refund. The total amount you will be refunded is $1,478.63. Please allow up to 30 days for the refund.
How is it even possible for them to penalize me for their defected machine? How can the consumer be protected from such predatory sale practices?
Business Response
Date: 04/05/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and Returns department regarding the fees associated with the return.

They have confirmed that because we identified the issue, which we see as an easy fix and we are confident that we can restore the machine to manufacturer specifications under warranty. We are unable to refund any fee's applied ot the refund.
You may check out our refund policy online at ************************************************* to further review if you would like.
If you have any further questions, please call our Billing team at ###-###-####.
Thank you

Customer Answer
Date: 04/05/2023

Complaint: ********

I am rejecting this response because:
I ordered a brand “new” machine and not one that needs restoration.
Norditrack should take responsibility of the predatory practice of selling
malfunctioning machines as “new” then hang a return policy over the consumer’s
head forcing them to accept a broken machine. As a result of the aforementioned
I believe a full refund is warranted.

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

Business Response
Date: 04/06/2023
Hello-

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

We have confirmed that because we identified the issue, which we see as an easy fix and we are confident that we can restore the machine to manufacturer specifications under warranty. We are unable to refund any fee's applied ot the refund.
You may check out our refund policy online at ************************************************* to further review if you would like.

If you have any further questions, please call our Billing team at ###-###-####.
Thank you
Customer Answer
Date: 04/10/2023

Complaint: ********

I am rejecting this response because:
I still feel as if I’m being punished for returning the defected machine. The company
took the fees and still has not come by my house to haul away the defected machine.

Sincerely,

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

Business Response
Date: 04/12/2023
Hi *****,
Where the refund was just issued on 4/4 we allow up to 10 business days for the pick up to be scheduled. You should be hearing from them soon. We apologize for the delay.
Thank you
Customer Answer
Date: 04/14/2023

Complaint: ********

I am rejecting this response because I was not refunded the 10% fee. I agree for Noditrack to take $250 for shipping and handling but refund the 10% fee they also took. The person who came to pick up the machine confirmed its inoperability and was shocked it was sold to me for a new machine. That 10 percent fee should be refunded.

Sincerely,

***** ****** ******** *****
Business Response
Date: 04/14/2023
Hi *****,
I have reached out to our Billing and Returns Department and they were able to issue you a credit for $97.15 that is half of the processing fee due to your account history. The confirmation number is ******** for your records. please allow 3-5 business days for that to reflect your account.
Thank you
Customer Answer
Date: 04/14/2023

Complaint: ********

I am rejecting this response because:

Norditrack is still not taking full responsibility for shipping the defected machine to me even though I agree to consume the shipping and handling fee of $250. It is only fair to return in full the 10% fee the company is charging me for them to take back the machine. I will not agree to take 5%. I received the email below:
Dear ….,
Your credit for order ********** is currently being processed and your total credit amount is $89.95. You will receive your credit within 7-14 business days depending on your financial institution.
If you have questions, please call ###-###-#### or send us an email at ****************************

Sincerely,

***** ****** ******** *****
Business Response
Date: 04/17/2023
Hello,
We have gone ahead and issued you a refund for the remaining processing fee. Your refund is in the amount of $194.29. Please let us know if you have any additional questions. Thank you
Initial Complaint
Date:04/04/2023
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 bought an Proform **** treadmill which has a touch screen that uses ifit. The machine required a software updated (not option to reject) and since the update the touch screen does not work and the treadmill is inoperable. I've made several attempts to contact ifit to fix the issue and it take hours to speak to an actual person. The issue happened back in January and there hasn't been any kind of resolution to the issue. This is very frustrating because everything I'm reading online is that Apple knew of the issue forced the software update anyway. I'm just looking to get my treadmill fixed is it's my only form of fitness machine at my home.
Business Response
Date: 04/05/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with your machine. 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
Initial Complaint
Date:04/04/2023
Type:Delivery 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.
FIle # ****** / Name: ************************* / phone number: ************ Purchased a Nordic Track S151 indoor on Feb 1 2020.Started having issues with the console after about a year - always having to reboot/restart.It is extremely frustrating and unacceptable that this cycle is still being sold yet we do not have a timeline on when our console can be replaced. This bike is not usable without the console. This is probably the worst customer experience we have ever had and would not consider purchasing or recommending any product from IFIT unless this issue is resolved.See details below of emails and correspondence.In Nov 2022 the screen blacked out and could no longer be turned on. We called IFIT support who went through trouble-shooting steps but we were not able to get the console to work. The agent suggested that since the parts were still on warrantee that the console should be replaced.Dec 1 2022: put in a request to fit fix to replace faulty console Dec 6 2022: IFIT ****** confirmed that a new console was on order and that it would take approx 4-5 weeks and it would be shipped directly to our home.Dec 20 2022: FItfix sent an email stating that IFIT ****** sent a follow up email "the console was ordered from the ** and should arrive here first 2 weeks of January. So we are looking at about mid-January"JAn 26 2022: Fit Fix followed up with IFIT ****** and received the following response "I see some were scheduled to arrive the first 2 weeks of January but have not. Another few coming 2nd week of February. Unfortunately due to the circumstances outside of our control, shipping cannot be guaranteed for parts that are not in stock in ******.Feb 28 2022: FIT FIX sent a follow up to IFIT ****** and they responded "the console has not yet been received still on back order in the states, no estimated time of arrival available for the moment"
Business Response
Date: 04/05/2023
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 do see that this machine is no longer under warranty. You will need to contact our ****** ****** Services for further assistance at-**************.
Have a great day!

Customer Answer
Date: 04/05/2023

Complaint: 19896166

I am rejecting this response because:
If you were to look more closely at our details, you would notice that the Console was ordered when it was under warranty. Your support team said it was under warranty. This is a very disappointing response and probably the worst customer service I have ever experienced.
I would like to speak to a manager to escalate this issue.

Sincerely,

***********************
Business Response
Date: 04/05/2023
Here in the U.S. we do not have access to all your account information, we apologize.
Please contact the number previously provided for further assistance.
Have a great day!
Customer Answer
Date: 04/11/2023

Complaint: 19896166

I am rejecting this response because:
I have tried calling the number provided as well as send emails to the support email and I am getting no response. I have spent 3000$ on a bike that is no longer usable because the console is broken and I have no answer as to when I can get a new one. Please put yourself in my shoes and understand how disappointed and frustrated I am with support. I cannot seem to speak to a person about this situation. I will say that I work at a large company with millions of clients. The *** responds to email personally. Our clients are our number 1 priority.

Can I please get a name of a person I can speak to?

Sincerely,

***********************
Business Response
Date: 04/11/2023
Hello,
Since you're located in ****** and your machine is no longer under warranty, you will need to contact our ****** ************** or visit *******************************************
to order parts online.
We apologize that we are not able to assist you here.
Have a great day!
Customer Answer
Date: 04/11/2023

Complaint: 19896166

I am rejecting this response because:
The part that ****** is waiting for is from the **. Can you not help with that. We ordered teh console when it was still on warranty.

Sincerely,

***********************
Business Response
Date: 04/12/2023
We are not able to assist with this issue. We do not have access to all information as your not located in the ****
Customer Answer
Date: 04/15/2023

Complaint: 19896166

I am rejecting this response because:
Although I am in ******, the console is coming from the ** and we do not have any time of arrival. We have been waiting 6 months and the latest response is "we cannot provide a time of arrival"
If it's coming from the US, can you not verify the status??

Sincerely,

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

Business Response
Date: 04/17/2023
Hello,
Again, we cannot.
We do not have access to your information.
Please contact iFit ****** for further assistance.
Initial Complaint
Date:04/04/2023
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 Nortic track commercial treadmill x22i for $3000.00 a little over three years ago. The treadmill broke down over a year ago. At that time I had to wait three months for the designated repairman to come and fix it. He was unable to repair it. Since then they have come three more times replacing three major parts(large screen, mother board and incline motor). To let you know the incline is the problem and has been all along. My machine still does not work. Consequently, my three year warranty was up in February, but I have not been able to use my treadmill for a year. I talked to a supervisor 3 weeks ago who said she would try and help me, but I have reached out to her a few times and she has not responded. The last time the repairman left he claimed he could not fix my treadmill. I have probably spent 100 hours on hold, waiting for repairmen to come and just trying to get someone to help me. I am 63 years old, retired and purchased this machine in good faith. Good faith is far from what I have received??? Please help me because I don’t know where else to turn.
Business Response
Date: 04/05/2023
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 had requested a different tech to service your treadmill.
Our service team was not able to find another tech company in your area.
Would you like the original tech to come back out? If not, we do not have another tech company in your area and you could look into the option of hiring locally.
Business Response
Date: 04/05/2023
Thank you.
It also appears that you called in today and additional parts were ordered along with a tech. Please let us know how the visit goes.
Have a great day!
Customer Answer
Date: 04/10/2023

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. This will be the fifth time someone has come to try and fix my treadmill. I have been without it for almost a year. When the tech left the last time he claimed he could not fix it, consequently I am not confident it will be fixed this time either due to the complaints I have read. I recently purchased a proform treadmill for $800 because this issue was dragging on so long. The Nortic track is my preferred treadmill, but I can’t afford another one and I should not have to. This experience has been less than desirable for me. All I want is my treadmill fixed so I can continue to benefit my health!

Sincerely,

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

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