Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:03/28/2023

  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.

  In December 2020, I purchased a Rowing Machine through Costco that came with a "Year Free Ifit Membership", inputting the membership info requires inputting your credit card info just to turn the rowing machine on, the rowing machine display would not operate unless you activate it through Ifit. As far as I knew I signed up for the free year trial. I am always good about canceling any free trial, usually a week or two before it even ends so I am not charged. I found out yesterday through my bank statements that I had a $42.00 charge from Ifit in March that I did not recognize. It turns out that in December of 2021, I was automatically billed for another year long membership for $265. As most people do, we had a lot of charges prior to Christmas and I'm sure it got overlooked because that month's bill is always higher. It appears that once the 1 year membership ended in 2022, I was automatically enrolled for monthly payments, from January through March 2023. I have been billed for an Ifit service that I do not use nor was I aware that they renewed my sibscription without my permission. I looked through my emails and found nothing either confirming a cancelation or renewal of the plan. I spoke with a customer service representative who was unhelpful. The worst customer service I have ever experienced before. I was told that because I was outside of the "14 day refund window" there was nothing that could be done, they could only remove the last months charge. I was told there was no other person higher than them to talk to and no means of filing a complaint. I assumed since I bought this machine through Costco that Ifit was a trustworthy company and it 100% is not. Ifit is fraudulent and I would advise people to be very careful with any purchases they make through them.
  Although I was refunded for the last month, I was still charged 389.51 for a membership I never use.
  There appear to be many others with the same issue making the same complaint against Ifit

  

  Business Response

  Date: 03/29/2023

  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. 
  

  We have reached out to our memebrship managment regarding your issue. They have confirmed that Unfortunately you never reached out in time for the refund. When activating it, it does state it will auto-renew unless cancelled, which was why it renewed on Dec of 2021 and then again in Dec of 2022. We do not have any contact from you until March 28th, which was when we refunded the recent month for you. The responsibility is the members to cancel if they do not want the services. We also sent you a 30 day legal notice on Nov 24th of 2022 as well to the email on the account. 

  You are welcome to reach out to our Member Services at ************** (****) with any questions.

  
  Thank you 
  
  

  
  

• Initial Complaint

  Date:03/28/2023

  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.

  Late November/Early December - Sent 5-6 requests for service help. Not one response. Treadmill was broken and did not work.January Received a call that we needed to update our membership. So now that we have renewed our membership, we have been without this treadmill for over 4 months.February Multiple attempts at chat version of help for service, no luck.-Finally contacted ifit via phone. Got a Service Technician to come out and tell me exactly what I told iFit. The console is bad..-Once the technician left, we had silence for over a month. -Late February we receiving a tracking email. You cannot find any other information outside of just that there was an "order placed" for a new console. March -After multiple attempts to contact customer service through the website and email I was able to make contact via phone. **************** said the part would ship the following week, which would have been roughly mid March. Over an hour of phone time. Today 3/28 - 1 hour and 6 minutes of time on the line. Could not transfer me to a Supervisor. Spoke with 3 separate departments. Spoke with someone who said the parts surprisingly "Just arrived today at the warehouse", however wouldn't ship for 3-4 weeks. At this time I asked to speak with a supervisor. Non were available but they made note to expedite shipping. At this point I can't trust anything I have heard, and trust what will be followed through with and what will not. A company of this size with machines of this caliber, you would think would have a little better expectation put on there customer service. As many miles as I run, I could have crosse ******* via foot in this time. Maybe I could have run to get my own part? This treadmill has collected dust and now just holds towels to dry...I am in the running industry as a coach and department sales person previously A tech company with this customer service wont be recommended by me unless something drastic happens here. This is mind boggling to me.

  

  Business Response

  Date: 03/29/2023

  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 this issue being a wide spread, we currently have an ETA of 4-6 weeks.  

  We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

  We apologize for the delay and appreciate your patience.

  Please let us know if you have any questions.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19863606
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/28/2023

  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 for my wife for Christmas on 12/6. Rather than receiving "white glove service" upon delivery around 12/20, the treadmill was just dumped in my driveway. After putting the equipment together & revealing the gift to my wife, we almost immediately began experiencing issues. The belt stops in the middle of workouts. I submitted help tickets on the treadmill itself ("Report an Issue" from the dropdown menu on the top left of the home screen, attached) at the end of December and beginning of January. Never heard back. The issue would resolve itself briefly then arise again. Finally, I called on 2/14 to follow up on my support tickets. They told me to tighten the belt. I did so & it worked briefly before failing again. This went on for a couple days with no sustained improvement. Called again, received same instruction. Finally, 3/14, I called & explained the ongoing issue and requested service. They needed to send me some parts & told me the service technician would reach out when the parts arrived. Parts arrived on 3/20 & no word. I called & emailed the technician, ***************, on 3/21 to tell them the parts had arrived & I needed to schedule service. They told me they would have the technician call me. No word. I called Icon on 3/22 to tell them I needed this service scheduled & they told me to allow ***** hours for a response from the service tech. No word. I called yesterday, 3/27, to explain my frustration and request a refund & return as an "out-of-box failure," & after being on hold for an hour and speaking for 30 minutes, was told to call their Returns number. I spoke with them today & they explained I am outside their 30-day return ************* will not provide a refund. The problem is that I first reported issues well within the 30-day return window and they failed to act. They cannot show me any record of my "Report an Issue" tickets even registering in their system. I have received awful customer service & want a refund.

  

  Business Response

  Date: 03/29/2023

  Hello- 

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

  
  As your machine was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter. 

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  

  
  

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19863604
  
  I am rejecting this response because I did, in fact, order directly from Nordictrack.com under Order # NT11334933. Please see attached order confirmation. I have spoken to numerous iFit representatives who confirmed this order in their system. Please do not try and pass the buck with such spurious responses. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/30/2023

  Hello-

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

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 1/15/2023. Where we didn't hear from you within the first 30 days of having the machine (first inital contact we have record of is 2/16/23), 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 3/14/23, and parts were orderd and  a service order was set up. The technician will be coming out to diagnose any issues or additional required parts needed for the machine. That service order number is SO-*******. The tech will be contacting you soon to schedule an appointment with you.

  
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you
  
  

  
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19863604
  
  I am rejecting this response because it appears iFit neglected to read any portion of my complaint, has already demonstrated bad-faith resolution efforts by falsely claiming I purchased this product from a third party retailer, and refuses to take ownership of the fact that I did, in fact, contact iFit several times before the 30-day return policy expired through their Report an Issue function on the treadmill. They refused to respond to these reports and cant even show that these support tickets were even logged internally. Simply restating their return policy without acknowledging their failures to resolve my issues while WITHIN their return window is disingenuous and predatory and their previous lie about the location of purchase further supports my position. An exception should be made to allow for a return and full refund as an out-of-box failure due to poor product quality and a failure to act when the issue was first reported.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/31/2023

  Hello ****, 

  We apologize we are unable to offer a refund at this time. The first documented contact was on 2/14. Your 30 day return window expired on 1/14. We apologize for the frustration but we are unable to make a refund at this time. We will need to continue with parts and service at this time. 

  Thank you 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: As previously stated, multiple support requests were submitted well within the return window and were entirely ignored and conveniently not recorded by iFit. This is a predatory effort to delay servicing customers until the return window has closed and the customers are stuck with their deficient product. It is astonishing to see such a practice from a company as large as iFit, particularly given that I am a long-time customer who chose to stay with ********************** because of good customer service in the past.

   

  If you offer a "Report an Issue" feature on your product, you need to retain records of this function being used by your customers. If you cannot or will not disclose the dates of my submissions, why should I be punished? I'd also like to point out that service STILL has not been arranged for this treadmill, several weeks after this path was taken, despite my many calls to make iFit aware of this. You are refusing to refund my purchase while simultaneously refusing to help repair this product by finding a repair technician who will even reach out and schedule this service appointment.

   

  I will never spend another dime on this company and will be sharing my experience across my network of friends, family, and colleagues. I expect a full refund and return. You failed to respond to any of my initial support requests and I am not satisfied with your excuses for why you "cannot" do right by your customers when the fault clearly lies at your feet.

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

  

  Business Response

  Date: 04/05/2023

  Hi ****, 

  You can expect a call from the tech by the end of day today. 

  Thank you 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19863604
  
  I am rejecting this response because:

  a) The technician did not call yesterday. The technician also did not call today. This service order was set up several weeks ago and I still have not even received a call from a service technician to set up a visit.

  b) As Ive mentioned many times, your responsibility to your customers is to provide adequate support or determine whether a refund is necessary if you cannot provide adequate support and the customer acted in good faith within the return window to try and resolve the issue. Ignoring my multiple support requests during the return window and only addressing the issue - and doing so in a preposterously inadequate manner - after the return window has closed is predatory and shameful. Had this company even made a single good faith attempt to resolve my ongoing issues at any point over the last 4 months, I would accept this policy. But iFit has not done a single thing to get my treadmill repaired since my first support requests in early January. Unacceptable. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/07/2023

  Hi ****, 

  We apologize for the delay, the tech assigned to your case has had a death in the family and will be resuming working around the 16th. We can reassign you to a new tech if you prefer however their workload is backed up as well trying to get the workload done so it may be faster just to wait until the tech assigned returns. We understand how frustating this can be and We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you. 
  
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: iFit has continued to make false claims regarding this situation. iFits initial response was to try and avoid taking responsibility by claiming I did not make any contact until after the return window had closed, which is patently untrue. I submitted multiple support tickets through the treadmills Report and Issue feature, but iFit refuses to provide any evidence of these requests being received and are conveniently using my phone call after the return window had closed as the initial contact.

  Next, iFit tried to avoid responsibility by claiming there is nothing they can do because I purchased through a third party, which I easily disproved with a screenshot of my receipt from NordicTrack.com.

  After this, they claimed the only path I can take is to have my machine serviced. This service request was made a month ago and I have yet to hear from anyone to even set up a repair appointment, despite me calling and emailing multiple times.

  Last week, they claimed I would hear back from the technician by the end of the day. I have never heard back. Now, ** told I need to wait another week just to hear from a technician to set up an appointment which will no doubt be several weeks or months out.

  This is not an adequate response to a product sold that has been deficient from the start. Your customer is being punished for your poor product and even worse service. I have not had a sufficiently working treadmill since I purchased it 5 months ago and I have YET to receive any service or even get an appointment scheduled. It seems very clear to any well-meaning company and consumer that, due to these many failures on iFits part, a return and refund would be the most appropriate resolution. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/10/2023

  Hi ****, 

  We apologize for the long delay in getting service, we understand how frustrating it is. Our service coordinator as notified us that the tech assigned to your case is out of the country for a family death, we can reassign your case to a different tech in your area but please be aware that they are already behind schedule as they are picking up the workload so we cannot guarantee it will be any faster. The tech assigned to your case will be back on the 16th and will resume work then. 

  Thank you 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: iFit has continued to make false claims regarding this situation. iFits initial response was to try and avoid taking responsibility by claiming I did not make any contact until after the return window had closed, which is patently untrue. I submitted multiple support tickets through the treadmills Report and Issue feature, but iFit refuses to provide any evidence of these requests being received and are conveniently using my phone call after the return window had closed as the initial contact.
  Next, iFit tried to avoid responsibility by claiming there is nothing they can do because I purchased through a third party, which I easily disproved with a screenshot of my receipt from NordicTrack.com.
  After this, they claimed the only path I can take is to have my machine serviced. This service request was made a month ago and I have yet to hear from anyone to even set up a repair appointment, despite me calling and emailing multiple times.
  Last week, they claimed I would hear back from the technician by the end of the day. I have never heard back. Now, ** told I need to wait another week just to hear from a technician to set up an appointment which will no doubt be several weeks or months out.
  This is not an adequate response to a product sold that has been deficient from the start. Your customer is being punished for your poor product and even worse service. I have not had a sufficiently working treadmill since I purchased it 5 months ago and I have YET to receive any service or even get an appointment scheduled. It seems very clear to any well-meaning company and consumer that, due to these many failures on iFits part, a return and refund would be the most appropriate resolution. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/11/2023

  Hi ****, 

  We understand how frustrating it can be, as we do not have record of the previous cases submitted could you please supply the case numbers? It should of sent you the case numbers once you submitted them. I will do some more digging for you if I can get those numbers. 

  Thank you

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: I do not have case numbers. Your feature evidently does not work, as I never received an email, text or call back regarding any of my submitted support requests via the Report an Issue feature on the treadmill. I tried to be patient and give iFit an opportunity to address my ongoing issues and finally had to call in. Unfortunately, ** now being punished for your feature failing and your system not maintaining any records of these submitted requests, as ** being told iFit refuses to take care of a loyal customer by returning and refunding the out-of-box failure, as my patience put me out of the return window. It is not my responsibility as the customer to make sure your feature works and your customer support is adequate.

  And yes, I verified that my internet connection was valid and that no errors occurred during my multiple support request submissions. I submitted 3-4 tickets over two days to make sure my complaint was logged.

  This doesnt have to be as hard as iFit is making it. Acknowledge you sent me a product that didnt work and failed to address the issue in a timely manner and allow for a simple return and refund so we can put this experience in the past. This will help salvage a blown reputation and potentially restore my faith in this company as a repeat customer.

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

  

  Business Response

  Date: 04/12/2023

  Hi ****, 

  We apologize for the inconvienance this has caused you, we have been in contact with our Billing and ****************** and they continue to agree that this machine is not returnable due to not being inside the 30 day window. Without those case numbers our hands are tied and we are offering everything we can at this time. We have a tech requested to come take a look at your machine, and we are happy to add the downtime back to your warranty for you once the repair is complete, however we are unable to issue you a refund due to the insufficent evidenance of report. 

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  
  

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: You are not, in fact, doing everything you can to resolve this issue. You arent doing anything. This repair service was set up a month ago and, despite numerous follow-up calls and emails, I have not even received a call from a technician to SCHEDULE a repair appointment. There has been no effort to find an alternative technician option and only after weeks of asking for information was I informed that the technician you assigned to me is out of the country for weeks. This is an absurd response to selling a product that arrived nonfunctional. And claiming that it is solely MY responsibility to keep track of support tickets submitted in YOUR system is outrageous.

  I reject entirely the premise that there is no way for you to make an exception for such an egregious betrayal of your responsibilities to your customers. I remain steadfast in my expectation that, given the circumstances, the only adequate resolution is for you to retrieve your faulty machine and refund the money I spent on it. We are now five months into a complete failure on all fronts by your company. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/17/2023

  Hi ****, 

  We understand how frustrating it is, we have confirmed that the tech is back in the office now and will be reaching out to you for scheduling. 

  Thank you 

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: I dont want this. I want a return and refund. Your mishandling of my support requests from the onset gives me no faith in this company supporting me moving forward. And the bad faith lying and excuse-making in this correspondence reinforces these concerns. It should never have taken more than a month for a tech to reach out - they still have not - and my first support requests were just conveniently neglected until the 30-day return window had elapsed.

  This company is behaving like thieves and I want out entirely.

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

  

  Business Response

  Date: 04/18/2023

  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 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. We would need some kind of documentation of reaching out without that we are unable to process a refund and will need to continue with parts and service at this time. 

  Thank you 

  
  

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: As Ive mentioned before, it is not my responsibility to perform an audit on your Report an Issue functionality within your treadmills software. I submitted multiple tickets and never heard back. My patience, allowing iFit time to respond, pushed me out of the return window. How convenient for your company.

  Ive requested this before, but please provide me with any record you have of my ticket submissions using this treadmills Report an Issue feature. If you cannot show these, it is proof that this feature does nothing and any customer who expects to be helped by submitting such requests should be warned in advance. This is a wholesale failure to support your customer and I do not accept it.

  Also, it should be noted that I still have not heard from anyone to schedule this repair, to further illustrate the wild incompetence of this company.

  Refund and return and stop this criminal behavior.

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

  

  Business Response

  Date: 04/19/2023

  Hi ****, 

  We apologize for all you have been through, if you are not logged into your account when submitting the service tickets they will not go thorugh, Please check My support tickets on the website and provide a list of the service requests. We are unable to see those as your infomation is secure and not available to anyone but you. 

  Thank you 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: I WAS logged into my account when I submitted these tickets on the treadmill. I was attempting to work out on the treadmill within my account when the issues presented. I submitted multiple tickets over multiple days.

  I cannot find any My Support Tickets feature on the website. I am in my account now looking. Please provide a link to this page.

  Again, this should not be my responsibility to audit the functionality of your companys software. Please provide me with any evidence you have logged of these submissions. Clearly, this functionality is not adequate and only serves to delay support to your customers until after the return window has closed.
   
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/24/2023

  Hello, 

  You will need to log into www.iconservice.com to locate your claims. We apologize for all you have been through, We have gone ahead and reached out to the tech again for escalating, the tech will be contacting you to set up your appointment. 

  Thank you 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19863604
  
  I am rejecting this response because: There is no login functionality at this webpage. I verified that my product is registered but there is no way to check on claims. 

  I cannot express enough how ridiculous this experience has been. You have continued to send me on wild goose chase after wild goose chase. I am sick and tired of receiving bogus responses that do nothing but delay this process even further and create an illusion that you're actually trying to help. You have outright lied many times now - about the first date of contact, about the location at which this treadmill was purchased, about the service technician reaching out "by the end of the day," about the ability to view my claims - all because the longer this drags out, the less responsibility you believe your company will appear to have.

  I reached out for help well within the 30 day period. You are unable or unwilling to provide any proof of these submitted claims. Because your software takes these submissions and pretends to open a ticket for your customers but instead erases any trace of the correspondence. Once you get your customers past the 30-day ***** you act as though there's just "nothing" you can do about it. Absolute rubbish.

  It has now been six full weeks since service was requested by a technician and I have yet to even receive a call to set up the appointment. Conveniently, this "technician" was out of the country for two weeks but has now been back for two and still has not reached out. Again, rubbish. There is nothing you can say that will justify your pathetic response to my product support needs. I have had this treadmill for five months now and still cannot use it and have no hopes of ever getting service scheduled.

  I DEMAND a full refund and return. You cannot possibly believe this is a reasonable response to a complete product and service failure. Fix this by refunding and picking up your scrap metal.

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

  

  Business Response

  Date: 04/27/2023

  Hi ****, 

  We have confirmation that the tech has set up an appointment with you for 4/28/23. Please allow him to come out and repair the machine and get it back up and running to manufacter's specs. 

  Thank you 

  Customer Answer

  Date: 04/27/2023

   
  
  Complaint: 19863604
  
  
  
  I am rejecting this response because: This is not a satisfactory resolution to my issues. This is what should have been done in January when issues were first reported. It is now the end of April.

  Please refund and retrieve as soon as possible.

  
  Sincerely,
  
  
  
  Cody Sadler

  

  Business Response

  Date: 04/28/2023

  Hello, 

  I'm sorry we are unable to process a refund at this time, we will need to continue with parts and service. 

  Thank you

  Customer Answer

  Date: 05/01/2023

   
  
  Complaint: 19863604
  
  
  
  I am rejecting this response because: This is not an acceptable resolution. Refund and return promptly. 
  
  
  
  Sincerely,
  
  
  
  Cody Sadler

• Initial Complaint

  Date:03/28/2023

  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.

  Product Name: NT X11i COMMERC INCLN TRNR
  purchase Price$2,195.00
  Purchase DateJul 18, 2019
  Order #*********
  Labor End DateOct 15, 2021
  Parts End DateOct 14, 2024
  
  Feb12th tried to use treadmill & console is frozen on ifit logo. Filed claims with nordictrack & ifit. Case ****** & ******. No response. I did get a hold of person at ifit last week. Gave me his email. Sent pictures of frozen screen. No response. I'm at a lost at what to do. Facebook ifit is showing lots of people having same issues with no resolution. Can you pls help to get them to contact me?

  

  Business Response

  Date: 03/29/2023

  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.
  
  

  A member of our iFit team will be reaching out to you within the next 48 hours to get this issue resolved. 

  Please let us know if you have any questions. 

  Have a great day! 

   

• Initial Complaint

  Date:03/28/2023

  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 own a Pro-Form H14. It worked flawlessly up until December. After an update the screen will not power on and stays black. Using the reset does nothing except allowing the fan to come on for about 10 seconds and the volume buttons to beep when pressed. Also, the Bluetooth light will light up. After googling the issue I have found numerous complaints of people having the same problem after a software update. There are so many complaints about it that there is a law firm handling a class action lawsuit. I realized that this is obviously something I can't just fix on my own so I contacted iFIT software, as it happened after an update, and I was told that I had to contact parts and service and that I would have to pay for the repair.

  

  Business Response

  Date: 03/29/2023

  Hello-

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

  
  We have sent this information over to our 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:03/28/2023

  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.

  Bought a NordicTrack treadmill in Dec 21
  Screen died Jan 23. No one in my area to fix it or order new screen. They say it was iFit that caused it. Im out over 1400.00 machine, delivery set up and money i had to spend on getting rid of the machine. Makes me sick!! And this was suppose to make me healthier. Shame

  

  Business Response

  Date: 03/28/2023

  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'm happy to get this resolved for you. Can you tell me if you got anykind of error code when your machine went black? Did you do an update? any infomation regarding the issue will be greatly appreciated. 

  Thank you 

  Customer Answer

  Date: 03/28/2023

   
  
  Better Business Bureau 
  i was refunded for the machine  but im still out for delivery and disposal and the 4 year warranty   We did all updates  and I had a repair man out  but he was not contracted with my warranty and i did not have enough money to buy a new screen   So i was refunded for the machine  999.00  im still out everything else   Can i get any reimbursement for warranty and delivery set up???

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

  

  Business Response

  Date: 03/29/2023

  Hello- 

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

  
  As your machine was not purchased directly through our company, we are unable to process a refund for the requested items. We recommend speaking with the retailer where it was purchased regarding this matter. 
  

  Thank you 

• Initial Complaint

  Date:03/28/2023

  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 an extended warranty for my Nordic Track Commercial ****. The walking deck broke on ****. It cracked in half so completely unusable. I called and spoke to a representative and they advise the replacement parts (walking deck and lube for belt) would be ordered and shipped to my house. The lube was shipped to my house but the walking deck did not ship. I've been attempting to e-mail to ask for the status on the walking deck and no one is responding to my e-mails. I have already paid a yearly fee for the ifit program and am not able to use my treadmill because it is broken. Basically, I'm paying for a service that I cannot use. Looking for assistance in getting a prompt resolution, replacement walking deck as well as technician to fix it sent to my house.

  

  Business Response

  Date: 03/28/2023

  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 reviewed your account and it appears that the walking platform is currently out of stock. 

  We are due to receive a restock within the next **** business days. 

  Your order will ship out soon after. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19861779
  
  I am rejecting this response because: why was this delay not communicated when I originally reported the issue. There was no mention of being out of stock. Additionally I'd like a refund of the time  my machine has been nonfunctional as I have already paid an annual fee for use of the ifit program, which I use with my treadmill. 
  
  Sincerely,
  
  Fitz-*********************

  

  Business Response

  Date: 03/31/2023

  Hello, 

  We apologize that this was not communicated with you. 

  We're happy to add the total downtime to your membership once your machine is back up and running.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19861779
  
  I am rejecting this response because: I still have not received any information related to timing of my treadmill to be repaired.  My emails go unanswered and there is a general lack of communication. My treadmill has now been inoperable for over 2 weeks. I would appreciate a follow-up with timing for the part to deliver along with the repair to be made.
  
  Sincerely,
  
  Fitz-*********************

  

  Business Response

  Date: 04/05/2023

  Hello, 

  We're sorry, we have escalated to make sure the tech contacts you as quickly as possible to schedule your visit. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:03/28/2023

  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.

  2021. $2200 commercial nordic trac treadmill. After 3 tech visits were paid for to come fix an unknown issue I still do not have a working treadmill nor did they come out for the last paid visit. Promise after promise. All failed. Nordic Track has not offered to replace. Ifit charged me an entire year of fees after they clearly knew the machine was not working, total scam artist. Both ifit and the technicians Nordic Track hires out which I'm sure is on purpose to distance themselves from their product. $2200 treadmill, less than 100 miles on it.

  

  Business Response

  Date: 03/28/2023

  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 your bike is no longer under warranty. 

  You will need to contact our non-warranty team for further assistance. 

  They can be reached at-************.

  Have a great day! 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19861348
  
  I am rejecting this response because:

   

  It is not a bike. Clearly you didn't read the complaint. I have called that number multiple times. That's how I got to where I'm at reporting to the BBB. The treadmill was still under warranty the first time I called it in thank you very much. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/28/2023

  Hello, 

  Our mistake, the Treadmill-NTL14221 - NN340C0028276 on your account is no longer under warranty.

  Please contact the number previously provided for assistance.

   

• Initial Complaint

  Date:03/27/2023

  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.

  Bought a commercial **** treadmill from Nordictrack/iFIT in January 2023. By mid March, machine was totally broken and unusable. **************** has been absolutely awful (spent 4 hours on the phone with them today) and they said the parts I need are back ordered and will take 5-6 weeks. Then I have to schedule a tech to come install/fix the machine. So now I have a less than two month old machine that will be out of service for another 2 months. They refuse to exchange or return

  

  Business Response

  Date: 03/28/2023

  Hello-

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

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 2/8/2023. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund. The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents. You can go online at ************************************************************ to further review if you would like.

  
  In looking into your account, we can see you have talked with our team to help get this issue resolved. A parts order has been created, order number ICS9646077 and a Service technican has been requested to come install those for you. Once the parts are delivered to you the tech will reach out for scheduling. 

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down.

  Thank you 

  
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19860122
  
  I am rejecting this response because:

  A quick ****** search will tell you I am far from alone with the issues I am having both from the hardware itself and the support team. Your sales department sure is responsive when they are trying to get me to buy a $2,500 treadmill but when it breaks after a month it is near impossible to get ahold of someone in support and when you do they are extremely unhelpful  this is the first time in my life I have filed a complaint with BBB but after the support I received yesterday, I will do whatever I can to steer as many people as possible away from Nordictrack. I encourage the BBB to check NordicTracks ******* and they will see it is inundated with customers just like myself who purchased expensive equipment just to have it break and no response from support.

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

  

  Business Response

  Date: 03/29/2023

  Hi ******, 

  We apologize for the experience you have been through, we can assure you that our team will get this machine back up and running for you as quickly as possible. 

  Thank you

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19860122
  
  I am rejecting this response because: 

  I am unwilling to let this go and allow this company to keep operating using deceptive practices. I will be exploring legal options to ensure this is made right and to try to help future customers avoid this trap.

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

  

  Business Response

  Date: 03/30/2023

  Hi ******, 

  We apologize for all you have been through, Please allow the technican to come out and inspect your machine so that we may get this issue resolved for you in a timely manner. 

  Thank you 

• Initial Complaint

  Date:03/27/2023

  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.

  1/6/2023 and again on 1/9/2023: I contacted Ifit via ******** messaging for support regarding a console that was no longer working on my Proform Treadmill (Model# PFTL ***** 1 and Serial# ***************/**/**: a treadmill technician came to my house to diagnose my treadmill with a broken console (this has become a known issues of at least hundreds on Ifit)1/26/23: emailed Ifit, as I had not received confirmation that any product was ordered 1/30/23: received email that a new console had been ordered 2/27/23: emailed Ifit, as I have still not received product, but did not get a response from Ifit 3/1/23: messaged Ifit through ******** messenger. They told me they have no ETA on arrival of console 3/27/23: messaged Ifit through ******** messenger. No response.

  

  Business Response

  Date: 03/28/2023

  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 this issue being a wide spread, we currently are looking at an ETA of 4-6 weeks.

  We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

  We apologize for the delay and appreciate your patience.

  Please let us know if you have any questions.