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

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2023

  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.

  An order was placed by them without me hitting submit, I was reviewing the payment plan options and hit the back key and the order was automatically placed without my consent. This was at 4 am called them at 6 am when they opened and they want to charge me a $250 for an order I did not place to begin with. Please fix your website. Not everyone thats approved for financing will agree with the financing details.

  

  Business Response

  Date: 03/23/2023

  Hello,

  We're sorry to hear about your experience. 

  After reviewing your account it appears that your order has been cancelled. 

  Are you in need of further assistance?

  Please let us know. 

  Have a great day! 

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Nordictrack X32I Commercial treadmill on Oct 29th 2021. In July 2022 the display went bad and stopped working. I called in to tech support and they decided to send me new wiring and have a tech come out to install it. Once installed, it did not fix the problem. Nordictrack/Ifit then sent me a new display. It took 2 months for the display to arrive. The tech came out once again to install the display and when they opened the box the display was shattered. I was sent another display, which again took 2 months to receive. Once I received it a tech came out and installed it and it still did not fix the issue. I called into tech support and spent over 2 hours on the phone with them. They could not fix the issue and said they needed to send out another new display. It took over 2 months for this third display to arrive. Once it did I called to get a tech to install it and was told that my labor warranty had expired and I would have to pay for the tech. I had also purchased the extended warranty with the no-lemon guarantee when I purchased this treadmill. I called the extended warranty department and was told that this is a pre-existing condition and Ifit need to fix it before I can use my warranty. I went online and started at chat with Ifit Tech support and escalated the issue to a manager, who was able to get me a tech at no cost, since this issue started while the product was under full warranty. Last week the tech came out and installed the new display, and again this did not fix the issue. I spent two and a half hours on the phone again today with tech support, to be told again they need to send a new display and that I will have to pay for a tech because my labor warranty has expired. I have not been able to use my treadmill, which I am still paying for for over 9 months and the extended warranty which I spent over $400 does nothing for me. This is beyond ridiculous.

  

  Business Response

  Date: 03/23/2023

  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 set up a service order for you to have a tech come out and install the console that has been ordered. Service order number-SO-*******. Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:
  Response please reopen Thank you for your email, I appreciate you ordering the tech, but the bigger concern is that this is the 4th display which has been sent out (I have not received it yet it has been taking upwards of 2 months each time to get the new displays) this has left my family unable to use the expensive machine for over 9 months. If the display delivery time follows the same pattern by the time we get it it will be 11 months. Also if the previous three displays did not fix the issue I'm not confident that this one will either. At what point do we draw the line and say this machine needs to be replaced? I've been paying for my Ifit membership and it is looking like it will be close to a year we are unable to use our machine Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/04/2023

  Hello, 

  We apologize for the delay. 

  We will get this resolved as quickly as possible. 

   

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:  They did not answer my question or provide details on how they will ensure this issue is fixed after 9 months of my treadmill not working.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/10/2023

  Hello, 

  We have escalated this with our parts team to get an ETA for you. We typically hear back within 48 hours. 

  We will get this resolved as quickly as possible. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:

  II appreciate the rush on the new display and assigning a tech to come fix it, but since we have replaced the wiring and this will be the 4th display I am not confident that this will fix the issue.  Id like to know what will be done if this display does the same thing as the previous ones?  How long to I have to go without a machine I am still paying on?  Are you just going to keep sending displays and never resolve the issue?   I would just like to have a clear plan in place on how this will be resolved. Since there is a track record of the displays not working that is what has me more concerned. 

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

  

  Business Response

  Date: 04/12/2023

  Hello, 

  If additional parts are needed, the tech will let us know and we can get those ordered for you. 

  All replacement parts have been ordered that will be needed to resolve the current issue. 

  Let us know if you have any questions. 

   

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:

  This response gives me no clear expectations on when we could have this resolved if this 4th display does not work.  This leaves it open ended to keep dragging on, if the display still doesnt work.  

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

  

  Business Response

  Date: 04/14/2023

  Hello, 

  If the console does not resolved the issue, we can look into further options. 

  However, the console should resolve the machine's current issue.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:  I need to wait until the part gets here and is installed to see if it fixes the issue and if not like the previous 4 times how the issue is handled moving forward.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/18/2023

  Hello, 

  Please keep us posted once the console has been installed. 

  Thank you! 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:They just installed another display on my treadmill and the same issue happened and it still is not working, which is what I was afraid of and why I wanted to keep it open. I
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/28/2023

  Hello, 

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

  We have informed our iFit team and they have ordered another replacement console. We apologize that this has happened.

  Order number-ICS9671403.

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:  If this 6th display. (5 previously including the original doesn't work, what is next?  We can keep replacing the displays for years. but if it never fixes the issue, what good is that? I purchased this treadmill after having a heart attack, because I am supposed to do at least 30 minutes of cardio a day.  This not working for close to 10 months has really impacted my ability to do this on a routine basis. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/02/2023

  Hello, 

  We understand the frustration. We will get this resolved as quickly as possible. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:  The response doe not address my concern or provide a satisfactory solution or plan.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/05/2023

  Hello, 

  Our iFIt team diagnosed the issue and a replacement console is needed to resolve the issue. Please let us know how the install goes.

  Customer Answer

  Date: 05/07/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:  This will be the 5th display 6th including the original. The tech team has diagnosed the problem and recommended a display replacement 5 times and it has not solved the problem.   This is the definition of insanity!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/08/2023

  Hello, 

  We understand your frustrations. 

  Please let us know if the console does not fix the issue and we can look into further options.

  Have a great day! 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19638482
  
  I am rejecting this response because: after this many months and this many replacement displays the only satisfactory resolution is having my treadmill working again without anymore delays or doing the same thing over and over again that is not fixing the issue. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/15/2023

  Hello, 

  If the console does not fix the issue, please let us know and we can look into further options. 

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19638482
  
  I am rejecting this response because: This won't be a closed issue until the matter is resolved. For the that 9 months we have just been kicking the can down the road with the same solution that does not work and not getting any results which has impacted my daily workout routines, health and weight. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/22/2023

  Hello, 

  Again, please let us know if you have any additional issues after the console has been installed. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:   If this display does not resolve the issue, which I am not expecting it will given the track record.  I would expect a replacement of the machine. This is ridiculous that I have been unable to use my machine for 10 months and have had a total of 6 displays including this one. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/30/2023

  Hello, 

  Please keep us posted.

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 19638482
  
  I am rejecting this response because: I have an appointment on the 16th to have the display installed for the 5th time and will let you know.  Not expecting a different result unless you have a warehouse of bad displays you have been sending out to customers to fix their issues.   
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/06/2023

  Thank you for letting us know. We will wait to hear back from you.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:Good morning I am writing about complaint 19638482 it had been closed as we were waiting for the company to send me a new display for my treadmill It finally got here and was installed today but still is not working. This is the 6 replacement display they have sent and I have not been able to use our treadmill for a year now. Can we please reopen this case to try and get a different solution?
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/09/2023

  Hello, 

  We're sorry to hear that this did not resolve the issue. 

  After reviewing your account it looks like an agent is in the works of submitting your case to our product replacement team. 

  Please let us know if you have any further questions. 

  Have a great day! 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:

  I did just receive an email in order to get a replacement machine.  My issue it that this took a year to resolve where I paid for my Ifiit membership expecting this to be repaired quickly. On my original machine I had also paid for the white glove shipping and assembly and now they want to to charge me another $299 to do that for the replacement.  I also have a gigantic paper weight in my house that needs to be hauled away so the replacement can be put in.  I had also paid $418.99 for a 4 year extended warranty that said it included a no-lemon guarantee. I was told that I was not able to use this on this issue, since it happened when it was still under full warranty and was a pre-existing condition. Now they said the replacement machine has no warranty and I'd have to buy another one of these.  

  I bought this machine after having a heart attack and my doctor telling me I needed to do daily cardio.  Not having a machine for a year has made this very difficult to get the cardio I need on a daily basis.  

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

  

  Business Response

  Date: 08/11/2023

  Hello, 

  We're so sorry to hear that. 

  Our Product Replacement team will be able to resolve this for you. They will be you point of contact from here on until your machine is replaced. 

  Please refer to them for any further questions or concerns. 

  Thank you! 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 19638482
  
  I am rejecting this response because:

  Well I emailed that department back and they are no help addressing my additional concerns. Just like it I have been told about the treadmill issue for the last year.  for the warranty it is a different company that deals with that, you have to contact the.  well it is your company that sold it to me.  Same thing with the white glove install and removal of the machine that hasnt worked for a year.  They said they cant do anything about that and I have to dispose of the machine myself, which will add an additional expense on to the fact that Ive been paying for all this for a year and have not been able to use it. They also are making me pay again for the delivery.  I have to say I have never dealt with a company with as bad customer service as this.  If I did this to my customers Id be out of business.

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

  

  Business Response

  Date: 08/17/2023

  Hello, 

  We're sorry to hear that. 

  Unfortunately, we do not have any way to change our ** team's policies. 

  Please communicate with the ** team further to get this resolved. 

• Initial Complaint

  Date:03/22/2023

  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.

  My complaint is about an issue with my equipment that's been unresolved since October. In October, 2022 noticed my Nordictrack bike stopped working properly. It stopped inclining/declining. I reached out via chat to iFit customer service on October 13th as my bike still is under parts warranty until April, 2023. They advised that even though my parts are under warranty, service is not. So I had to pay $159 for a tech to diagnose the issue. I asked if there would be any additional charges and they advised it would be an additional $65 for the tech to resolve the issue but none beyond that. I have the transcript of this conversation if needed.The tech came on 11/8/22. He called iFit to assist in diagnosing the issue. iFit told him to order new wiring. The parts arrived a few weeks later and he came back on 12/6/22 and the same thing happened. He called iFit and they told him what to order. He did so and it took about a month for all the parts to come in. He came back on 1/17/23 and the same thing happened again. He called iFit and they told him what parts to order. When the parts finally came in over a month later on 3/6/23, I reached out to the tech and he advised that my ticket was closed and that I'd need to contact iFit for a new ticket. I didn't want to pay iFit again so I installed the parts myself on 3/7/23 and it still didn't fix the issue so I called iFit. They told me I'd need to pay them again to diagnose the machine again, despite the issue never being resolved. I asked for a supervisor and was connected with *********************************. She stated that they would extend my warranty to cover parts until the issue is resolved (but im still awaiting confirmation on this). She had me send her some info about the bike via email. On 3/10, she advised that they'd send another part and I asked her to call me. She never replied again after that, despite multiple emails. Part never arrived.The issue is still unresolved and at this point I want a replacement bike

  

  Business Response

  Date: 03/23/2023

  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're happy to order the additional parts that the supervisor was going to order.

  Order number- ICS9642715.

  Please let us know how the install goes. 

  Have a great day! 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19637732
  
  I am rejecting this response because:

   

  I've been recieving various parts for this bike for almost 6 months now and nothing has worked.  While I remain hopeful that this finally resolves the issue, I'm a bit sketpical based on previous experiences.  For this reason, I'd prefer to keep this case open until I recieve the part and can confirm that it resolves the issue.  

   

  If this is not the best way to proceed, please advise.  If it would be better to "accept" and then open a new case if the part doesn't work, please advise.  Otherwise, I think it is best to leave the case open until I'm able to confirm that the issue is fully resolved.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/24/2023

  Hello, 

  Your parts have shipped. 

  Tracking link-

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

  We're happy to leave this open until your machine is back up and running. 

  Keep us posted. 

  Thanks! 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19637732
  
  I am rejecting this response because:
  

   

  The business agreed to keep this ticket open until the issue is resolved.  I'm afraid that if I "accept" this response, my ticket will be closed.  The part was originally supposed to arrive on 3/29 but I received notification last night from *** that it is now scheduled to arrive on 3/31.  Upon receipt, I will use the new part and see if it works!

   

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

  

  Business Response

  Date: 03/29/2023

  Thank you for letting us know. 

  Keep us posted. 

  Customer Answer

  Date: 04/02/2023

   
  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:03/22/2023

  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.

  To sum up everything about what I write below I have NEVER been treated worse by an organization than I have been by NordicTrack/iFIT! Period! Ever!I bought my NordicTrack S10i Studio Cycle on January 12, 2022 and it was delivered on January 27, 2022. By the end February of 2022, I contacted NordicTrack to get help calibrating my bike because the incline/decline stopped working. And then I contacted NordicTrack again and again throughout the year because the incline/decline constantly stopped working. And then just before my FREE iFIT membership ended, I had to reach out again because not only did the incline/decline stop working, so did the tension on the bike. I tried to get help from NordicTrack before my warranty expired. But because it was busy season in January, NordicTrack was NOT able to help me until my warranty expired. Then, magically, I could get people to respond. Funny how iFIT trainers dont allow for excuses (busy) but NordicTrack personnel actually typed this excuse into a live chat with me!In the meantime, I kept getting emails about renewing my iFIT before it was too late. All the while my bike didnt work. AND I COULD GET NO HELP UNDER WARRANTY TO FIX IT!I have had a total of 7 different conversations that wasted my time, and have had to pay for a technician to come to my house to "fix my bike." $170.00 later the technician was here for less than 10 minutes, took the bike apart, left parts on the floor and left the property. As he was leaving he said he would be back when I paid for him to come put the new parts back on the bike. Parts that I had to order from NordicTrack. Thank God the parts were free but I have never in my life experienced the run around as a customer like I have experienced with ********************** and **********************!! Never! I was never told it would cost me more money to have the technician come put the new parts back on my bike. I was told it would cost me $159.00 plus tax for the technician "to come out to diagnose and fix my bike! It is nearing the end of March, and I have been trying to get this resolved since January. The number for the technician never gets answered. No one at NordicTrack/iFIT will allow me to talk to anyone in authority. What a racket!I am a peaceful person who simply wants my bike to work. I actually teach customer service and sales as it relates to business growth. I really want to submit everything to an attorney, the better business bureau, and any other consumer protection agency that will hear my case. If I was in the customer care department of **********************/********************** I would be ashamed and embarrassed about the treatment of a customer. But they are a big company and they dont actually care about one single customer as long as they can squeeze more money out of them. For the last 30 years I have worked in the business growth business, helping companies and teams grow revenue and serve people very well. I teach Sales and **************** and Leadership. I understand revenue and profit margins and such. AND I also understand that sometimes it helps to try to serve the customer and keep the customer happy. This situation with my bike is the worst service I have ever experienced it is deceitful, half-truths, with limited communication that makes it convenient for NordicTrack to get extra money out of their customers hands. It is interesting to find others who have been treated the same way. I am hoping to find enough frustrated customers to make this a little painful for NordicTrack.From **** to ***** to ***** to ***** to ******* to **** to ***** (plus the technician ***** who works as a 3rd party provider and refuses to answer his phone), not one single person did anything to make it right and truly serve a customer. Having been in the fitness industry years ago for a couple decades, I am embarrassed for NordicTrack/iFIT, and how far they have fallen in caring for a customer. Im not expecting anyone in the organization to care or make it right as I have found each person I have talked with lacks authority and integrity to do the right thing to serve a customer. I am reporting this here in hopes of helping others avoid the same experience

  

  Business Response

  Date: 03/23/2023

  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 see that your machine is not covered for labor. If you're wanting a tech to come out and service your machine further, you will need to contact our sales and service team to purchase a service visit. 

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

  Let us know if you have any further questions. 

  Have a great day! 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19637224
  
  I am rejecting this response because: As I stated previously, I contacted them before my warranty expired multiple times for the same issue. And I contacted them again for this issue, plus an additional issue a week before my warranty expired but they were "too busy" to handle the issue at the time. By the time I was actually able to get someone to talk with me and pay attention to this issue, the warranty had expired. 

  Then I was told (in a recorded phone conversation for "training purposes") that the technician I paid for to come to my house was "coming to diagnose and fix the problem." Those were the exact words! I AM NOT LYING about that part. When I paid $170 for the technician to come to my house, I was told it was so he could "diagnose and fix" the bike... not just to take the bike apart and leave parts on the floor, and then charge me to come back and put it together. "DIAGNOSE AND FIX!!" 

  For these reasons I reject their statement. They can review the tapes of the conversation "for training purposes."

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

  

  Business Response

  Date: 03/24/2023

  Hello, 

  The $169 tech visit is a diagnostic visit as the tech does not have ************* during this visit. 

  The tech then reports if any parts are needed to resolve the issue. 

  Then, a return visit of $65 will need to be paid to have a the tech return to install the parts that were ordered. 

  Please contact the number previously provided to purchase a return visit. 

  We are not able to take payment here. 

  This is our policy and our non-warranty team will be able to assist you at the number previously provided. 

  Let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19637224
  
  I am rejecting this response because: I understand that is their policy! However, that is not what I was told on two different phone conversations! I was told explicitly on "recorded calls for training purposes" that the $170 that I paid was for diagnostic and repair of the bike. I know that the calls were being recorded as I specifically asked that they be recorded and I was told that they calls were recorded. 

   

  I don't care one bit about their policy! What I care about is other customers who initiate a warrantied claim before the warranty expires, who are delayed until after the warranty expires, and then told they have to pay for something that would have been covered under warranty. They are not concerned about retaining a customer... they are only concerned about how much money they can squeeze from the customer. 

   

  Thus, I reject their response. 

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

  

  Business Response

  Date: 03/24/2023

  Hello, 

  Again, you will need to contact the number previously provided for further assistance.

  We are not able to assist you here.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19637224
  
  I am rejecting this response because: It is entirely the worst customer service I have ever experienced. They don't care, and they have no desire or plans to make it right. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/22/2023

  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.

  Treadmill purchased 9/2021... treadmill slipping 12/2023.... Ifit was contacted on told me tighten treadmill. Didn't work. Finally, agreed to pay $160 to have technician come and diagnose the issue. Took 1 call 1 call email for technician to b be requested, 1 week after they charged my card. He comes out needs multiple parts, drive belt and roller. Only parts are covered so now they want me to pay another $65 for technician put parts on. This treadmill is 18 months old, $1500, used in home by 1 person and already needing multiple parts replaced. Technician told me call schedule service ... called asked for supervisor, representative said that not needed as supervisor will tell me same thing. Put me on hold multiple times to figure out what we going on. This will be my last proform/Nordic track purchase.

  

  Business Response

  Date: 03/23/2023

  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, the return visit will have to be paid for per our policy. 

  To do so, please contact our sales and service team directly at-************. 

  They will be able to take payment and set up a return visit. 

  Let us know if you have any questions. 

  Have a great day!

• Initial Complaint

  Date:03/22/2023

  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.

  Roughly 2 years ago i purchased a stationary bike. In order to use the bike or get the display to come on I was forced to enter credit card. I returned the bike two weeks after purchase. Recently, out of the blue, the company has started to bill me $41.34. at this point, they've billed me 5 times. I've visited the company's website and followed the cancellation process The process is confusing and convoluted, but I requested cancellation at least 6 times to no avail. The company has not responded to my cancellation request. I have sent at least 5 emails to the company requesting to cancel and get a refund. Nothing has been done, I have not received any responses and my card continues to be billed. The company can see that the service there charging me for has NEVER been used and I only provided my credit card because I was forced to in order to ******** the stationary bike.

  

  Business Response

  Date: 03/23/2023

  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. 
  
  

  Our iFit team reviewed your account and it looks like they refunded the recent charge on 03/16/23. They also stated that you had first reached out on March 10th about the charge issue. Because of this, we cannot refund anything further because of our refund policy. If you have any further questions regarding these charges, please contact our iFit team directly at-**************.

  Have a great day! 

• Initial Complaint

  Date:03/21/2023

  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 Commercial S22i bike on 1/30/22. I purchased an extended warranty on 3/16/23. I went to ride the bike this morning and the screen is black and none of the buttons work. I unplugged, plugged back in multiple times and it would not turn on. It took me from 9 am this morning until 6 pm tonight using multiple channels to finally reach someone. First lady told me I needed to send a copy of my original receipt. So, I hung up got the receipt, tried again and waited 40 minutes. Next woman never asked for the receipt. Gave her all my information and she told me that I have to diagnose the problem myself and that my warranty does not cover diagnosis. I was asked to watch a ******* video, take covers off with tools I don't have, and send a video of me taking the covers off to expose the wiring. When I told her that I didn't have the tools, she told me to go buy the tools and call back when I have them. I have not received a contract via email or mail, nor did the flyer that I received in the mail advertising the extended warranty tell me that the warranty does not cover diagnosis of problems. Isn't that part of service? The ad says on their website: "Coverage for repairs If your equipment needs repairs due to mechanical or electrical failure, parts and labor costs are covered". Diagnosis is labor! This is false advertising. It should be noted with the other "bullets" on the Icon webpage that diagnosis is not covered. Even worse, the customer service rep did not even ask if I still wanted a technician if I wanted to pay out of pocket for the diagnosis. She just told me to call back. I have no one to help me with this and can't use my $2,000 machine that barely lasted for a year. This is terrible customer service. Terrible product. I just want my bike fixed so I can ride it!

  

  Business Response

  Date: 03/22/2023

  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're happy to get this taken care of. Your bike is still covered for parts and service. We apologize for the confusion.

  Is the green LED light lit on the power brick? Are all wire connections intact and secure? Have you done a pin hole reset?

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19632419
  
  I am rejecting this response because: The business response did not include how to contact them any other way than through this thread or through their 800 number/website chat feature that got me no where other than filing this complaint. I want a direct phone number to someone who will answer the phone and actually help me rather than tell me to go buy tools to take the machine apart for diagnosis. And I also expect a phone call from them. Asking me questions through this thread about what I did and did not do is not a solution. Calling me and scheduling a technician is a solution.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/24/2023

  Hello, 

  We apologize, we do not make outbound calls on the BBB team. 

  You're welcome to message us on social media on ****************** or ******** for faster and more efficient help. 

   

  Customer Answer

  Date: 03/29/2023

   
  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:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband bought me an x22i treadmill for Christmas. It was delivered 12/20. Due to travel restrictions it wasnt installed until 1/12. Was missing parts contacted ifit by email and got no response. After 2.5 weeks the machine stopped working on 1/31. Contacted ifit and parts were sent out. Once all three parts were received I contacted repair man and was able to get an appointment on 2/28. Repairman still couldnt get it to work. Determined would most likely need a new console but ifit said no that needed to replace power cord. Power cord arrived and scheduled repairman for 3/20. Not a power cord issue. Again repairman said most likely the console but unlikely ifit would agree. Have spent $4k on this machine for about 8 days of use. No idea when I can expect the next shipment of parts nor when I will be able to schedule another visit. In addition to the $ Im out, I have wasted endless hours trying to get this resolved. You would think that the repair person would be able to order every possible part and return the ones that werent needed. Amazing how cavalier this company is about treating customers so poorly. Looking at all the complaints I am shocked that they have an A- rating. I spent $4k for a useless piece of equipment. I think 3 months is much too long to have to wait for a brand new piece of equipment to be properly repaired. I sent them an email a month ago about issues and never received a response. If this next repair doesnt work, I want them to remove the current machine and install and set up a new machine. If the next repair does work I want an extended warranty for all the time and frustration spent trying to repair the defective product they sent me.

  

  Business Response

  Date: 03/21/2023

  Hello, 

  Has the tech been out to resolve the current issue?

  We are not able to provide an extended warranty at no cost, we apologize. 

  You're also well outside of the 30 day return window. A replacement/return is not an option. 

  Please keep us posted on how the service visit goes. 

  Have a great day !

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19628130
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  i was always taught that cant means you do not want to. It is unacceptable that they do not want to resolve this in a manner that is satisfactory. They did not address how horrible this is. Additionally the 30 day window applies to a functioning product. My product is not functioning. I can provide them proof that this product was not installed until 3 weeks after delivery. The product is 500 pounds and required help to get it done. This product failed with less than 30 days of use. The fact that it has taken multiple visits and multiple parts and still isnt functioning is unacceptable. I think any reasonable person would agree and they dont even care. 

  

  Business Response

  Date: 03/22/2023

  Please allow some time for the tech to resolve the issue. 

  Please let us know if the issue still occurs after the service visit. 

  Thank you! 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19628130
  
  I am rejecting this response because:  There is nothing definitive in their response.  The whole reason I filed this is because there seems to be no urgency on their part to resolve this issue.  What does "allow some time" even mean?  This has been going on since 1/30.  Multiple phone calls to iFit.  2 visits from the tech.  Multiple deliveries of parts.  And a machine that I own and purchased for $4k has spent more time broken than it has in use.  Not only that, but, according to them, I have no recourse.  

   

  What I would consider an appropriate response.  "The tech has requested a monitor for the 2nd time, all other options have failed, we see in the system that the monitor is available and will ship today in an expedited manner because it is ridiculous that your brand new machine is still not functioning.  The tech will be out this week to install the monitor.  We will personally follow up after his visit to make sure that you finally have a functioning machine.  We will tack onto your warranty the time that you have been without the machine and we will provide you "x" because our machine that should have functioned did not and because you have been inconvenienced in every way possible as a consumer of our product."

   

  This is unacceptable on every level.  I would love to get in touch with any part of their executive team.  I am willing to bet that there is no way they would personally think it was "ok" and to just wait if it was a product they had purchased.

   

  Again.  BBB, how does this business have an A- rating?  I have read multiple reviews on your site alone that all have this type of problem.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/24/2023

  Hello, 

  Your console will be shipping out within the next **** business days. 

  The tech will be contacting you within the next 3-5 business days to schedule your return visit. 

  We apologize for the delay and appreciate your patience as we get this resolved. 

   

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19628130
  
  I am rejecting this response because:

   

  How is it that yet again I am still waiting for parts. Ordered over a week ago and they still havent shipped. I have a $4k piece of equipment that worked for less than 20 days. It has been over 2 months and I have spent endless hours trying resolve this. I have to call and report the problem. I have to wait for the parts to be delivered. I have to call the repair person to schedule the repair. I am your GC. It has been over a week since the last diagnosis and parts still have not shipped. You are the worst. 
  BBB - do they pay you for their A- rating?!  This customer service is AWFUL. 
  I am so sick of meaningless Im sorry. Fix it or come on pick it up. I will reach out to discover card and see how if I have any recourse through them. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/29/2023

  Hello, 

  We apologize, Your order been escalated with our parts team. 

  Your order will be shipping out within the next week. 

  You can track your order at anytime at iconservice.com using your order number. 

   

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19628130
  
  I am rejecting this response because:  Again.  There is no sense of urgency.  I would like the executive in charge of customer service to give me a call.  It has been three months!!!!  you do not seem to understand that my machine has been out of service for three times longer than it was in service.  You have asked me to be patient and I have asked back how long is it reasonable to be patient?  I have been more than patient.  How hard is it to expedite service?  

  You have been completely unreasonable.  Yes.  You respond, but your responses are ambiguous at best.  I want a date of when my replacement part(s) will ship.  Not a vague they will ship sometime.  It has been two weeks since the last time the technician visited.  Your company is a thief.  You took my money for a functioning product.  You did not provide that.  

  Enough is enough.  I am sick of being held hostage.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/05/2023

  Hello, 

  We submitted a form to our warehouse to escalate the process.

  It has since been approved. 

  The consoles are currently being built and tested and your order will ship out within the next **** business days. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ProForm Carbon EL Elliptical in 2022 Jan 23rd on Best Buyt, the manufacturer warranty expires one year later. I have been trying to get in touch with IFit before the warranty expires (phone, chat, email), I got no luck in reaching them. The order number with Best Buy is **********, the global contract number is ***************. The first time I tried to get in touch with customer support is on 16th Jan 2023, the case number is ********. This machine is not functioning well, the body shakes whenever you walk on it, I request replacement or a refund.

  

  Business Response

  Date: 03/21/2023

  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 apologize, we are located in the US. We are not able to assist members outside of the US. 

  Please contact our ****** ****** Services team directly at-**************. 

  Have a great day! 

• Initial Complaint

  Date:03/20/2023

  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.

  Purchased the s22i bike for my wife 7/2020. The Screen and board went bad within a year along with the incline decline buttons. I was finally sent a new screen and wire which resolved the issue but was told the incline decline buttons were not covered under warranty. Now as of 1/23 the screen is again not working or powering up. I have tried everything they recommended to solve the problem but am told its not under warranty anymore. This s22i has never worked without some type of issue (Wi-Fi connectivity, incline decline, or the monitor screen). I have contacted customer service and they submitted a claim / request to fix the issue. If this bike was a car it would qualify as a lemon.

  

  Business Response

  Date: 03/21/2023

  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 did confirm that your machine is no longer under warranty. 

  Any future parts and/or service will need to be paid for. 
  

  You can do so by reaching out to our non-warranty team directly at-************. 

  Have a great day!