Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,246 total complaints in the last 3 years.
- 226 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Nordictrack Commercial 1750 treadmill WITH a 3 year warranty in December 2019, totaling over $2,000. iFit forced a software update in December of 2022 that broke the console unit of the machine, and now it cannot be used at all. When I reached out to the company on January 17, 2023, I was told a new console would ship in two weeks. It has been almost ten weeks, and I have still not received. I’ve called at least three more times for updates only to be told that the consoles need to be built for replacing the broken ones, and that a timeline isn’t certain. I would like the company to replace the console in a reasonable timeframe (considering I paid for an extended warranty), or to replace the treadmill with one that functions as intended, OR I would like a refund for the money I wasted on something that is now useless. I cannot even sell it to try and get some of the money spent back. Order number from original purchase: *********. Total amount spent: $2,113.50.
Business Response
Date: 03/13/2023
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 were not able to pull up an account with the information provided.
Can you please provide additional information to search for your account?
Such as the machine's model or serial number or console order number?
Customer Answer
Date: 03/14/2023
Complaint: ********
I am rejecting this response because:a satisfactory resolution was not provided. I would like the replacement part, or a new machine entirely or a refund. The business response provides no new information and doesn’t meet any of the three criteria to be considered an acceptable response.
Sincerely,
****** *******Business Response
Date: 03/15/2023
Hello,
We will get the order sent out as quickly as possible.
We are not able to provide a return for this machine as you're outside of the 30 day return window.
Initial Complaint
Date:03/10/2023
Type: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.
Commercial **** treadmill suddenly has a defective console after an update. The treadmill does not function at all. I am waiting on a technician to contact me to schedule a visit so I can try to address this problem. Just a little internet research clearly shows this same issue has been reported many times.Business Response
Date: 03/13/2023
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 youCustomer Answer
Date: 03/13/2023
Complaint: 19578393
I am rejecting this response because:Rejecting because I have not yet received a call from a technician to schedule an appointment. Please have someone reach out to me so I can have someone look at my machine and I can get on the waiting list for a new console.
Sincerely,
*********************Business Response
Date: 03/14/2023
Hi ****,
Please allow **** business days for the tech to reach out for scheduling. Thank you
Customer Answer
Date: 03/20/2023
Complaint: 19578393
I am rejecting this response because:I had a technician come out to inspect my treadmill and he verified that the console is receiving power and that issue is with the console itself. I want a replacement console free of charge. I should not have to pay for a replacement console due to an iFit update that caused my console to fail.
Sincerely,
*********************Business Response
Date: 03/21/2023
Hello,
In looking into your account today, we were able to the console for you. Your part order is ICS9639232. You can track that at the link below:
If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
**************************************************************************
Thank youCustomer Answer
Date: 03/27/2023
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.In reviewing order #ICS9639232, it looks that I am at least on the waiting list to get a replacement console. Thank you.
Sincerely,
*********************Initial Complaint
Date:03/09/2023
Type: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 Proform treadmill 800I with iFit technology during March 2020. The treadmill worked great and I continued to use it in manual mode when my iFit subscription expired. There was a new update sometime in Dec 2022 or early January 2023 to the iFit software and shortly after that the screen went black. I went to use it and the screen was stuck on the Black iFit screen. I called a support technician through iFit and they told me my warranty expired so I would have to pay $159 for technician and if the console needed a replacement I would have to pay for that. and They walked me through a factory reset on the console but that did not fix the issue. The customer rep on the phone told I would need to purchase and install a whole new console and self install it or pay to have their technician install it.. I asked if there was any way to continue to use the treadmill without the iFit software and she told me that there was not. The treadmill was completely useless without a new console which I paid $1200, and this would need to be purchased on my own. A company that is does software updates and then customers have issues with machines following mandatory updates, yet not helping replace or send new consoles to customers is fraudulent. I am requesting IFit replace the console or the threadmill. As a consumer I should not be responsible for a software update crashing the console. This is fraud!Business Response
Date: 03/10/2023
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 are currently looking at a 4-6 week ETA for the console restock.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: 03/10/2023
Complaint: 19577772
I am rejecting this response because:I need confirmation that I will be contacted when the console is in stock and that I will not be charged for IFit to install the new console on my threadmill.
Sincerely,
***************************Business Response
Date: 03/13/2023
Hello,
You can track your order at anytime at iconservice.com using your order number.
As far as a tech to install the console, this is not covered.
Your manufacture warranty has expired. If you'd like a tech to install, the service will have to be paid for.
Customer Answer
Date: 03/16/2023
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.It appears I have no other option but to accept this response. As long as the IFit provides the console, I have no other option but to pay for the tech. This is not good customer service since ******************** is responsible for the software install that made the console inoperable
Sincerely,
***************************Customer Answer
Date: 03/17/2023
Complaint: ********
I am rejecting this response because:I have not received an email from IFit. My previous phone conversation with the company was unsuccessful which resulted in me opening BBB complaint. My concern is making certain IFit follow thru with their obligation to order my console replacement.
Sincerely,
******** *****Business Response
Date: 03/17/2023
Hello,
A member of our iFit team will be reaching out to you to get this resolved within the next 48 hours.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/22/2023
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.
I was contacted by IFit-ProForm ************* and the console replacement order was place.Thank you for all you efforts on this issue.
Sincerely,
***************************Initial Complaint
Date:03/09/2023
Type: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.
Been an avid IFIT treadmill user and lover for years. On 12/07/2022 IFIT did a system update that corrupted hundreds of consoles. During this time they required you to pay an outside technician ($160) to come and verify that the console was in fact broken, and then to order another console through them. I have been waiting since 12/7/2022 to receive a replacement console and still have not received. I understand that there are others that are dealing with the same issue, but I have place 18 phone calls since then and every time I've been told the same story - "Your console will ship in 2 weeks. Parts received in warehouse yesterday, and we need 2 weeks for quality control and then we'll ship out to you. We filled out a Part Resolution Form for you. Your first Part Resolution Form was rejected. I will submit another. Your case has been escalated." Every date I was ever given has come and gone. Spoken to a supervisor and was told it would ship out on 3/6 and that date has come and gone. Now I spoke to another supervisor and he says it won't be shipped out from their warehouse until 4/28. Their system and customer service is a joke. Never once have I received the same timeframe on when I will receive a replacement part. Absolute terrible customer service from this company. We paid a lot of money for these units and to have them sit for months is truly unacceptable.Business Response
Date: 03/10/2023
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 looking at an ETA of 4-6 weeks for the console restock.
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: 03/10/2023
Complaint: 19577219
I am rejecting this response because: I do not believe your timeframe regarding this as I have documented all of my calls to NordicTrack/IFIT regarding this issue. Over 10 times I have been promised that my console would be shipped out to me on X date, or "within 2 weeks" and all of those dates have come and gone. Since they have not been able to stand by their word on numerous phone calls by numerous agents and supervisors, their new timeframe of 4 - 6 weeks is purely fictitious. We, the consumers, have no power over this and are forced to sit around and continue to call and get the same run around with this company. They have taken no responsibility over this issue, actually charged their customers for a third party to come out and verify their machine was broken. We are now all out thousands of dollars for useless "machines." We literally cannot even turn these units on at this point so they are beyond useless. We can't donate them to any organization and we now have to pay just to have them moved and thrown out. So not only are we out thousands, we have to pay to trash them, plus to get a new quality unit as well. If any smaller company were treating their costumers this way it would not be acceptable so why are they allowed to be treating their costumers like this? I have been waiting for 4 months now, and was just given another 2 months to just sit back and "wait patiently". For a high end purchase this is not the service or quality you should be receiving.
Sincerely,
***********************Business Response
Date: 03/10/2023
Hello,
We completely understand your frustrations.
We apologize for the extensive delay.
We will get this resolved as quickly as possible.
Customer Answer
Date: 03/16/2023
Complaint: 19577219
I am rejecting this response because: Simply because IFIT/NordicTrack comes back with boilerplate language with their offer of an apology does mean any real action has been taken on their part. Countless of us customers are still sitting around waiting for their machines to get fixed and having to deal with their terrible customer service and lie after lie. We, as the customer, have no real recourse on this issue at all either. We are forced to sit around and wait months (I will be going on 6 months by the time my machine is supposedly fixed). That is absolutely horrendous customer service. Again, as per reading the rules of BBB - this corporation has almost **** complaints, yet that doesn't affect their BBB rating for some reason. Why are these large corporations allowed to treat their customers this way? Why have I been promised a console almost 12 times thus far to still have never been received one? Again, I am now promised one in April, however with the past lies from this company I will not be shocked if that timeframe comes and goes past again without a console in hand. You still have not actually done anything to resolve this complaint and again, we are going on 4 months now. So, how long are we supposed to sit around and wait for this to get resolved - is it until one of us dies - you as a company or me as a person?
***********************Initial Complaint
Date:03/09/2023
Type: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 am one of the thousands of customers affected by the firmware update that rendered our fitness equipment inoperative. The "we don't have an ETA" response is unacceptable. I've asked to speak to a manager and have had no response. I'm only here at the BBB because my other efforts are going unanswered. Part Order Creation Date Jan 12, 2023 Order #ICS9581368 Order Status "In Progress"Part# ******Business Response
Date: 03/10/2023
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 wide spread, we currently have an ETA for the console restock 4-6 weeks out. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.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.
We apologize for the delay and appreciate your patience. Please let us know if you have any questions.Customer Answer
Date: 03/10/2023
Complaint: 19563252
I am rejecting this response because:Thank you for the fast response, it is too bad I had to resort to filling a complaint here to get one. I have a follow up question. Is that 4-6 weeks in addition to the 10 weeks I have already been waiting? Can I have an ETA on my order? We understand this an unprecedented service event, I have been there, it's not fun. I'm just trying to set our expectations.
Sincerely,
*********************Business Response
Date: 03/13/2023
Hi ***,
the 4-6 weeks is from today, 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: 03/14/2023
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. I just wish I had not had to resort to filing a complaint with the BBB to get a response.
Sincerely,
*********************Initial Complaint
Date:03/09/2023
Type: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 a Nordictrack treadmill Nov 2020. I used this treadmill less than 50 miles. *** screen on the treadmill went black and made it inoperable. Notified Nordictrack they said to try and reset. Did not work. I had a independent service technician come out and they said the console is defective. *** machine cannot be used without the screen. *** technician said it was going to cost $700+ to fix and the console is on backorder. Also, the console part does not have a warranty! I have heard other purchasers say the part is on eternal backorder! I purchased this item based on the respected name but never again. This treadmill is not cheap but now it's a pile of junk in my basement... It pains me to think that I blew my hard earned money on an item I can't even use. I have sent emails to Nordictrack with no response to my problem. This is poor customer service. To take people's money during the pandemic and make out with millions and not to stand by the product is disgraceful... And I'm a nurse.... I would have been better of spending my money on a higher end product.Business Response
Date: 03/09/2023
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 help get this resolved for you, can you tell me a little bit about the console issue? Did you do any kind of update before the console went black?
Thank you
Customer Answer
Date: 03/15/2023
Complaint: 19561772
I am rejecting this response because: *********** offered no solution to the problem. They asked if we had updated the software but left no contact information so we could discuss further. We did update and the machine will power on but the console is blank. A technician told us it needs to be replaced and it occurs to be a common problem with Nordic Track treadmills. We want more than just an acknowledgement from the company but a path to resolve the situation. For this reason the response given to date is inadequate.
Sincerely,
*****************************Business Response
Date: 03/17/2023
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 youInitial Complaint
Date:03/09/2023
Type: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.
Started on 01/01/23 when my commercial Nordictrack treadmill, still under extended warranty greeted me with a black screen and not able to function. After many hours of wait time and back and forth with "customer service" it was determined I needed a new console. Initial part was supposed to shipped in 10 days, no updates after 2 weeks. After many more hours of waiting for "customer service", supply chain issues, part won't be shipped in end of February, contacted them 03/09/23 for status update, now it is a software issue and won't be shipped until 04/24/23. How can it be a software issue and NT still selling new machines but ones that are already purchased cannot be fixed. And there is no one to contact besides the chat feature or calling and getting the same script of no help. Is this what purchasing from this company and buying the extended warranty gets customers??Business Response
Date: 03/09/2023
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 about 4-6 weeks out for the console restock.
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: 03/09/2023
Complaint: 19561296
I am rejecting this response because: Its been 8 weeks, so your 4-6 week turnaround is a lie.
Sincerely,
********************************************Business Response
Date: 03/10/2023
Hello,
We are looking at a 4-6 week wait from today for the console restock to arrive.
Customer Answer
Date: 03/13/2023
Complaint: 19561296
I am rejecting this response because:BS timeframes are unacceptable. If you can sell new treadmills without a 4-6 week timeframe, warranty customers should be given the same treatment. A Ifit/NT issue that bricked a machine should not have to wait months for a resolution.
Sincerely,
********************************************Initial Complaint
Date:03/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have purchased one of their products. It appears as if they sent the wrong part. I have tried several times to contact the company. It is almost impossible to get through their automated system. Finally I requested a "Chat" call. I waited an inordinate amount of time with no response. I tried again at a later time. When I indicated the issue, they wanted me to upload a video of me not having the correct part. I was very specific what the issue was and even pointed it out on their users manual. Nevertheless, the representative refused to help me. I have no means of uploading a video. So, I have a useless piece of junk because I can't finish the assembly. I tried several times to contact the company. I challenge anyone to get on their phone and try and talk to someone about any issue. I also downloaded the app they suggested and it does NOT address the issue.Business Response
Date: 03/10/2023
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 help get this issue resolved.
Please provide a picture of the issue along with any additional information needed and we'll get this resolved.
Thank you!
Customer Answer
Date: 03/10/2023
Complaint: 19561112
I have attached the picture of your step #8 of the assembly of the 10I treadmill. You will see two of the four screws that simply DO NOT fit. Can I skip this step? Do I need this battened down? Are there other suitable screws? Do they have to be flush? What do I do?? I am dead in the water and the machine is useless if this is not resolved.
Sincerely,
***************************Business Response
Date: 03/13/2023
Hello,
We apologize, we did not receive any pictures. Please resend them.
Customer Answer
Date: 03/13/2023
Complaint: 19561112
I am rejecting this response because:They indicate they didn't receive the pictures they requested. Can you forward me their email so I can send directly. Or, can you ask them to call me at ************?
Thank you in advance.
Sincerely,
***************************Business Response
Date: 03/14/2023
Hello,
Please provide the pictures or videos to *************************************** and reply back here once the email has been sent.
Customer Answer
Date: 03/20/2023
Complaint: 19561112
I am rejecting this response because:I sent all the necessary information to the email that was provided over a week ago and received absolutely no response. If I don't hear from the company within the next three days, I will escalate this issue to the attorney general's office.
Sincerely,
***************************Business Response
Date: 03/20/2023
Hello,
Thank you. The email was received and reviewed.
Please remember to reply back here once the email has been sent to continue communications.
Please verify that all hardware being used is the correct hardware.
Do the screws go through each part individually?
Does the issue only occur when trying to assemble them together?
Please let us know.
Customer Answer
Date: 03/20/2023
Complaint: 19561112
I am rejecting this response because:So, let me understand; you received the email over a week ago, and you haven't responded because it didn't go through the BBB????? Really?
Yes, the hardware is the correct hardware, as long as your assembly manual is correct and they were labeled correctly in the parts card.
The screws go about 1/3rd of the way down and then suddenly stop and will not go any further.
The screws don't travel any further when I try to complete your assembly manual #8 in which it requires me to s**** them to attach the crossbar to the handrails.
Sincerely,
***************************Business Response
Date: 03/21/2023
Thank you. Is the issue present on both the right and left side?Customer Answer
Date: 03/21/2023
Complaint: 19561112
I am rejecting this response because:What does it matter??? The answer is YES. The screws will NOT go in on either side.
What is it in your company culture that prohibits helping a client?? Enough of your questions. Just tell me if I need to force the screws in place with an electric screwdriver, or if I can continue without the screws in place? Or will you send me the correct screws or handrails???
Sincerely,
***************************Business Response
Date: 03/21/2023
Please try installing the parts with a power tool.
Let us know if you have any further issues.
Initial Complaint
Date:03/08/2023
Type: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.
Ordered treadmill from Nordic Track February 13th,2023 for $2,400. Treadmill delivered on Feb 19th. I put the treadmill together next day, once complete, it did not work. Receiving error message that said the safety key was not installed, key was clearly properly installed. Followed online recommendations to fix problem & nothing worked. We were unable to reach anyone at the company because customer service closed on weekends. My work hours did not allow me to call on Monday during their hours. I called on Tuesday & spoke with Alexander C******** for 51 minutes explaining everything, showed pictures of error code. After 51 minutes we were mysteriously disconnected. I immediately emailed him directly & gave him my cell number and asked him to call me right back. No response. An hour later I emailed again. No response. I waited until Thursday with zero response from Nordick Track and I called again. This time I spent another hour on the phone with Maria M********. I had to start the entire explanation over again, sent pictures of the error code, etc. Finally she decided she needed to order me a part, but her computer wouldn’t bring the part up for her. She told me that I would have to call back. I asked her if she could just contact me by phone or email when she found the part and she said she isn’t allowed to contact customers by their policy. I then asked her to connect me to someone who could help with a return. I was fed up, frustrated and just wanted a treadmill that worked (which is what I paid for) or I wanted my money back. Maria connected me with Jenna P*****, who deals with returns. Jenna explained to me that “because it was a fixable problem, I would have to pay for the machine to be shipped back and I would also be charged a 10% processing fee.” She suggested instead, that I let her try to find the part. I agreed on February 23rd. Today is Wednesday, March 8th and I have not heard anything from Nordick Track despite several attempts to contact Jenna.Business Response
Date: 03/09/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account it appears that a restock is about to arrive. We have escalated this to make sure your order ships out as quickly as possible.
We expect it to ship out within the next 7-10 business days.
You can track your order at anytime at iconservice.com using your order number.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:03/08/2023
Type: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.
On or around December 6th, 2022 I got a charge on my credit card of $396.00 for an annual IFit membership. I didn't expect the charge, it just showed up as IFit on the statement, so I disputed it with my credit card company and they opened a case to review it. I called the number listed on the charge on the statement and spoke with an IFit representative and she explained the charge and I requested to cancel the membership at that time, she said my membership was cancelled. I thought the problem was resolved. I get notification toward the end of January 2023 from my credit card that after reviewing the transaction they determined it not to be fraud so they allowed the card to go through and I was charged $396.00.
This is where my issue is with IFit. I called IFit back and spoke with them about my membership being cancelled and she agreed, they saw notes supporting I called in and cancelled it. They said that they could not issue me the $396.00 refund until 120 days after the credit card company closed the dispute, which I have a letter from Bank of America that the dispute was closed, the funds were released to IFit that has a mailing date of January 12, 2023. So IFit is saying I have to call them back in 120 days from January 12, 2023 and request a refund, which would be May 12, 2023. If Bank of America released the funds to IFit on or around January 12, 2023, and I cancelled my membership with IFit within their allowable cancellation period, why should I have to wait 120 days for the funds to be refunded to my credit card. There is nothing written in IFits membership policy regarding this.
I would like the $396.00 refunded asap. I have contacted IFit multiple times about this and haven't gotten anywhere with them on getting the refund issued prior to May 12, 2023. This doesn't make any sense to me.Business Response
Date: 03/13/2023
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.
After reaching out to our iFit and billing team, we were informed that the charge has been disputed.
Unfortunately, we are not able to do anything until the dispute has been settled.
This can take up to 120 days.
Once the dispute has been settled, we'll gladly look into our options for the refund.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/13/2023
Complaint: ********
I am rejecting this response because: I have a letter from Bank of America dated January 12, 2023 that the dispute is closed out. Attached is a copy of the letter?
Sincerely,
***** ******Business Response
Date: 03/15/2023
Hello,
Thank you for the additional information.
Unfortunately, we still have to wait.
Our company's bank is still reviewing the dispute.
This is set to be settled by the end of the month.
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