Complaints

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

close

Find a Location

iFIT has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  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

• 

  iFIT

  230 S Main St. Highlands, TX 77562

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:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our Nordictrack treadmill commercial **** Jan of 2019, which worked until the iFit software update on January 2019. I called iFit on 1/6/23 and was informed that a new treadmill console would be sent to me free of charge in 2 to 3 weeks. This part was under factory guarantee. Unfortunately, I did not receive the console after more than two months. I called the iFit at the end of January and was informed that the console would be sent on the 6th of January. Again it did not happen. I called iFit again last week, and this time I was informed that the company could not project when the new console will be sent to me. I asked for a conversation with the manager and was told that the managers were unavailable.

  

  Business Response

  Date: 03/08/2023

  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 do not have an 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.

• Initial Complaint

  Date:03/07/2023

  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.

  $2000 treadmill and the incline stops working after a year (first red flag). Takes a LONG time to get through to customer service (second red flag) but we finally did and they sent us a new part for the motor. They told us a tech will contact us shortly to arrange a date to install the part. We get an email saying there are no techs in your area (third red flag). So we contact them and their response a tech will get back to you in 3 days. I give it a week and call back and a tech will get back to you in 24 hours. 36 hours later and of course no phone call. Called back a 3rd time a tech will call you back by 5pm today. Another 36 hours later and surprise surprisenothing. Now we have this part sitting here since feb 8th (march 6th today) and nobody to install it. Just called them back today and theyre now saying for us to find a tech to fix it and they will reimburse us.. which will take a month to receive. Im shocked. Very unreliable company with unreliable customer service. At this point its starting to feel very scammy. I should have trusted the reviews on this company.. never again will I purchase from them. Ive already steered several people away from this company and will continue to do so.

  

  Business Response

  Date: 03/08/2023

  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 can confirm that there is no tech in your area. 

  Please locate a local tech company to install the incline motor. 

  Once it has been serviced, you can submit the invoice for reimbursement.

  We apologize for the inconvenience and misinformation you were given. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:03/07/2023

  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.

  This is my 2nd BBB complaint regarding this issue. IFIT warranty replaced a broken treadmill that was initially purchased in March 2021 (delivered/assembled in May 2021). On several occasions I needed service on the machine to the point that it was a full warranty replacement due to cracked frame. That replacement machine was delivered/assembled in Nov 2022; however, the machine was damaged on delivery. I called IFIT for troubleshooting and they sent out technician for evaluation and found it needed a belt platform replacement - which occurred on 1/30/23. The following day I had issues regarding the belt/motor which caused the machine to abruptly stop. I suspected it had something to do with the recent repair since it was the very following day. I again called IFIT to troubleshoot. They insisted it was a control panel issue; I didnt think that was the issue. Regardless, they sent out a control panel for me to replace myself. I replaced it and same issue ongoing. I called and they said they would have a technician come out to troubleshoot the machine. That was several weeks ago and that hasnt happened. I have called back several times and they keep telling me they are escalating the case. So I have a treadmill with hasnt worked properly since Nov 2022 and not at all since Jan 31st 2023, an open service order (SO-2724035) and no resolution from IFIT - even though they said that it would be taken care of with my last BBB complaint. They are not fulfilling the requirement of their warranty. I want someone from IFIT management to address this, and if IFIT cannot fulfill the warranty, I should get a refund of my non-functioning machine.

  

  Business Response

  Date: 03/14/2023

  Hello-

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

  In looking into your account, we were able to order the necessary parts for you. The part order is ICS9633466 You can track that at the following link:
  **************************************************************************

  
  They were also able to set up a service order for you. That service order number is SO-*******.
  
  Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you 
  
  

  
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19553438
  
  I am rejecting this response because: you arent addressing my issue at all. I had to call numerous times, sent emails without response, and am at 6weeks (will be longer since I have to wait for parts)  without a functioning treadmill.  I want an explanation for why this happened and also want credit for my IFIT membership for the list of time due to broken treadmill 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/14/2023

  Hi ****, 

  We sincerly apologize for all you have been through getting this resolved.  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: 03/17/2023

   
  Complaint: 19553438
  
  I am rejecting this response because:  you are not responding to my issues at hand. You are doing exactly what you did to me on the phone multiple times. Ignoring me and saying I am sorry but.  I have dealt with other companys warranty coverage and your company has been hands down the most difficult to deal with.   So I will be very explicit with my questions.  I dont want an apology; I want an explanation with accountability and some form of reimbursement. 

  1. I have spent multiple hours (including one phone that >3hrs on my current issue) without you resolving the issue for me.  Look at the call log for my current service order and you will see that I had to call you MULTIPLE times before I reached a partial resolution. I still dont have a functioning machine. Why does it take months for an issue to be resolved?

  2.  With my current repair issues, you had me spending hours on the phone troubleshooting via telephone with you - sending you picture and videos for proof.  I told you i think it was related to the drive motor and spent hours explaining why i thought that.  I had one of your service representatives tell me that the drive motor was ordered. I requested a order confirmation number. She told me that she would email it to me within ***** minutes of the call ending.  I never heard back, so I had to email the service representative and i got this response: 

  I wanted to share some information with you regarding the order that we process today, as I told you over the phone this case was escalated and I worked on the approval for sending the part, this got escalated and rejected by someone higher than me and my back up support team. 
  They told me to refer you to ******* extended warranty department to request the part. I completely understand the frustration and the time that we spent on the call today but regarding the escalation I will need to ask you to call back to process the order completely, please give us a call back, this has been already escalated and properly noted so will save you time explaining the situation.

  Explain this to me. After 3 hours on the phone I get this cop out response and you were trying to punt it to my extended warranty company when I was still under the 90 warranty coverage by ICON. This was weeks ago i still had to make several subsequent calls to get to where I am today.  And look current at my current parts order one of the current parts ordered for repair is the drive motor- - exactly like I said was needed to start with. 

  My question to you is - your job is to repair (under warranty) the products you produce - why do you make it so difficult? Let me remind you my treadmill was damaged on delivery.

  3.  During one of my more recent calls, I was getting no answers or resolution and I requested to speak to someone else. The service technician I was talking to on the phone refused to connect me to another representative and was actually very antagonistic with me. I ended up hanging up and calling back.  How do you respond to this kind of service?  Why wasnt I allowed to be connected to someone that could help me?

  4. I have had an Nordic Track product in my house since May 2021 and your products have been broken more than they have been functional - including a brand new machine that was delivered damaged. Every time i call for warranty coverage and ask specific questions of your service technicians they can never answer my questions. Its as if they are reading off of some computer script and computer generated algorithm. Every single time i asked a question for clarity - I could NEVER get an answer. What kind of training to your phone service technicians get?  And why cant I just have a service technician come to my house to diagnose this issue from the start.  

  5.  And finally, I undoubtedly am going to have ongoing issues a with my treadmill.  What are you going to do to assure me I dont have to do this all over again when my treadmill breaks again. 

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

  

  Business Response

  Date: 03/17/2023

  Hello, 

  We apologize for all you have been through regarding your machine, and the lack of communication you have recieved.We can assure you that we are doing everything we can to assist you with your concerns. 

  After reviewing your account, we can see the many attempts you have made to get this resolved. While we have been dealing with parts shortages we can assure you that your part has shipped and is currently in route to you. Your tracking number is 1ZX8444W0347381485 shipped via *** on 3/15. It looks like when tracking the shipment it is scheduled to be delivered to you on 3/20 by end of day.

  The technican will be notified that the parts have arrived and will contact you for scheudling. 

  We have gone ahead and also added time back to your ifit membership for your troubles. Your new expiration date is 10/17/2023. We are happy to add the downtime back to your warranty as well, however if you could please let us know once the machine is back up and running we can make sure we get all the downtime added so you are not missing any warranty on your machine. 

  Thank you 

   

• Initial Complaint

  Date:03/07/2023

  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 treadmill from NordicTrack in 2020 model # NTL14129.11 serial # *************. I am the only one who has ever used it and it's never been moved. My machine stopped working December 2022, I noticed that the console had come on all on its own and looked like it was updating. The screen then got stuck on a white iFit screen. Then eventually it went black and the console/screen has remained unresponsive ever since. I have spent weeks calling NordicTrack. I have been kept on hold for hours only to have my call disconnected. Both my spouse and I attempted to email them as week. When I was finally able someone in customer service they told me that a technician would come out and I would have to pay for the visit which I gladly did. My technician informed me that what I was experiencing was a common issue for this machine and he would order the parts in about a week. True to his word I received a confirmation email stating the part was ordered. I called the service **** several times and informed that the part is on back order and was told that they would get a shipment by end of February and my part would in that shipment. I called last week and was informed the same they received the part and someone will contact me 7 days and if I didn't receive an email to contact them. I haven't received a call so I called CS they said that the part will not be in until APRIL. I asked if there isn't anything they can do and was told no. I need my machine to work because I need to do my rehab and physical therapy and have a baby at home. I am absolutely appalled by the fact that there isn't anything I can do and am very helpless in this situation. I have $2000 machine collecting dust and no options.

  

  Business Response

  Date: 03/07/2023

  Hello, 

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

  With this issue being a wide spread, we currently do not have an 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: 03/07/2023

   
  Complaint: 19551311
  
  I am rejecting this response because:
  
  Sincerely,
  
  Asian **********

  Customer Answer

  Date: 03/08/2023

  The response is unacceptable. I was guaranteed by their parts **** that although the part is on back order I will receive the necessary part needed for my machine no later than Feb 24. I am now being told April 24 which is unacceptable. I need my machine to work because I am in desperate need to complete my physical therapy which has been delayed for over four months. I have a baby at home and the only way I can complete my therapy is at home. I was also noticed by the technician that came over that the problem with my machine is a known issue and Norditrack is notorious for this omission and doesn't expect a speedy resolution. I will like my part no later than two weeks or a refund for the cost of the machine. Like I stated before my health has been deteriorating due to the neglectful events from this issue.

  

  Business Response

  Date: 03/08/2023

  Hello, 

  Again, we apologize for the delay. 

  We will get this order sent out as quickly as possible. 

   

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19551311
  
  I am rejecting this response because: there is no real ETA for a resolution.
  
  Sincerely,
  
  Asian **********

  

  Business Response

  Date: 03/08/2023

  Hello, 

  Yes, again we do not have a current ETA. 

  We have provided all information that we currently have. 

  We are hoping to have more information about *********** within the next coming weeks. 

  You can also 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:03/07/2023

  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 commercial **** treadmill from NordicTrack in 2019. We experienced an identical issue as reported by another customer - in early January 2023 the machine stopped working. I noticed that the console had come on all on its own and looked like it was updating. The screen then got stuck on a white iFit screen. Then eventually it went black and the console/screen has remained unresponsive ever since. I have spent weeks calling NordicTrack.I am also fairly certain that the recent software update destroyed my console. The fact that others are reporting the same experience is strong evidence of this. On January 6th, we called the company to report the console issue and after waiting over an hour we were able to speak with a representative. The representative arranged for a tech to service the machine (a service which we paid for) who confirmed that the console was indeed nonfunctional. Its unclear as to why a service call was required to confirm the obvious.Given our treadmill is still under the five year part warranty, we ordered a replacement console on January 31st. As of March 7th, the replacement console has still not shipped and NordicTrack customer service is still unable to provide an expected date for shipment/delivery. In short, NordicTrack has engaged in an unfair/deceptive business practice in failing to fulfill its warranty agreement to replace the console in a reasonable timeframe. At this point, we are requesting a complete refund ($2,123.96) of the treadmill and refund of the cost of the service visit.

  

  Business Response

  Date: 03/07/2023

  Hello, 

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

  With this issue being a wide spread, we currently do not have an 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: 03/07/2023

   
  Complaint: 19551110
  
  I am rejecting this response because: 
  

  I will proceed with filing a complaint under the ************* Consumer Protection Law.   Please provide me the legal service address to send you a G.L. c 93A letter.

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

  

  Business Response

  Date: 03/07/2023

  Hello, 

  I completely understand what you are experiencing is frustrating, and I ensure you we are doing all we can to address the situation in a timely manner. However, if you would like to proceed with filing additional complaints elsewhere you are welcome to do so. The agencies who file these complaints have access to our companies internal contacts, and they will have the means to get the complaint to our legal team accordingly without your provision of information.

  I wish you luck, and am here to further assist or provide updates on that order as I am able.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We start having issues with our ifit program on our treadmill. We contact ifit in September, they made us go to a exhausting process at times I had to wait for more than an hour for someone to answer, the call, and one occasion the lady told me that they were short of staff, and sometimes you have to wait 4 hours.for someone to answer the call. after almost 4 months of talking with different ifit departments, I finally in January, they told me that they will send me a new consul for my treadmill, I keep calling, sending emails, this was supposed to be delivered in 15 days after submitting the order, it been almost 2 months .. I explain to them, that I have a back surgery, and I need my treadmill for medical reasons. It is so hard to get in contact with them, the person who ordered the consult doesnt reply my emails or answer my calls. I feel frustrated because I purchased a service and no one deserves this type of treatment from a company, it is the worst ***************** I have experience. Please help me ! This company cannot see the customers this way

  

  Business Response

  Date: 03/07/2023

  Hello, 

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

  With this issue being a wide spread, we currently do not have an 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.

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IFIT Membership via PROform is a SCAM. I cancel my memberrship and they still continue to bill me. I filed a complaint around jan 1 on with the *** and got refunded . Behold on March 3, ifit taken ****** cents out my account again. I will make sure I spread this on social media platform. Need my refund asap.

  

  Business Response

  Date: 03/07/2023

  Hello-

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

  
  We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 

  
  If you have any further questions, please contact our iFit software team directly at **************.

  
  Thank you     
  

  
  

  Customer Answer

  Date: 03/07/2023

  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:03/07/2023

  Type:Billing 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.

  Bought an exercise machine in ****. Apparently it came with IFIT software. Never downloaded and never used but they had my credit card from the purchase. Sold machine sometime after. Two yearly charges of $269.00 and recently three monthly charges of $42. Never a notice or any correspondence of charges. Just picked up on my bank statement and contacted company. Somewhere in the fine print there was auto renewal even though I did not sign up for service. No recourse according to the nice young lady. She did say have a nice day though!***

  

  Business Response

  Date: 03/08/2023

  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. 
  
  

  It appears that we sent legal notices via email on Nov 19th of 2021 and Nov 19th of 2022 for the renewals.

  Our iFit team will gladly refund the 3 monthly charges. However, the yearly charge was from Dec 21st, 2021 and is too far back to refund and there was also a notification sent out that you would be charged. 

  We apologize for the frustrations. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is probably as good as I will get. I don't have a way of going back to review whether I received notices in 2020 and 2021 so unless they are willing to send the emails not much to do. Also they probably went into junk email anyway as I did not use any of the services. I suspect the business IFIT has a way to know if people are not using the services over a two year period and to monitor that against billing. I will take a credit on the three recent charges. When and how will I receive that?
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/05/2023

  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.

  Nordictrack Incline Trainer no longer works due to console software failing. Called Nordictrack and filed warranty claim which Nordictrack stated would be 2 to 3 weeks to get the necessary part in. It has now be going on two months with no progress on getting the part. I've called numerous times to Nordictrack to me only told that will be another 2 to 3 weeks. There has been no progress and no updates at all in regard to my case which leaves me with a $4,000 treadmill that I can't use because the software failed. My order number is ICS9590220.

  

  Business Response

  Date: 03/06/2023

  Hello, 

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

  
  With this issue being wide spread, we currently do not have an 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 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. 
  

  
  We apologize for the delay and appreciate your patience. Please let us know if you have any questions.

• Initial Complaint

  Date:03/05/2023

  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.

  On 1/10/23, I purchased a treadmill from NT. It was delivered 2/6/23 (nearly a month after the 2-3 week timeline listed on the website.) We paid for the white glove delivery & assembly. The delivery guys set it up and the computer console did not work right out of the box. I called NT and spent almost 3 hours being transferred/on hold that night. 2/7/23 I attempted to contact NT and after 45 minutes of troubleshooting with an iFit rep, it turned out our computer console would have to be replaced. The first person I spoke to told me it would be 1-2 weeks because the item is out of stock. I asked to speak to someone about compensation. After being on hold for another hour, the next person told me it wasn't available until 2/13/23 and it would be **** business days after that before I would have it. This iFit rep told me there was nothing he could do to compensate me and he couldn't transfer me to a manager or someone that could help. I asked to cancel my order so I got transferred to someone else. When I spoke to the returns ***** they told me the computer console wouldn't be available until 2/20/23 and it would be another **** business days after that. Now I had been given 3 different timelines and didn't trust that this would be resolved. I was discussing the return process with the returns department, when the woman informed me that the delivery and assembly fees would not be returned to me (over $200 with taxes). We spoke to several managers over the course of 4 hours that night and not one manager would refund the delivery and assembly charges. I paid for the delivery and set up of a working machine, I did not get to use this $1600 machine for one minute so I should not have to pay for the delivery and assembly of this machine. I was able to return the machine and thankfully it is out of my house, but NT is essentially stealing $211 from me for not delivering me a working product. I am currently disputing the charge with my credit card company.

  

  Business Response

  Date: 03/06/2023

  Hello-

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

  We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled. 

  If you have any further questions, please call our Billing team at **************.

  
  Please keep in touch with your bank. Thank you 
  
  
  

  
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19544135
  
  I am rejecting this response because the case is still not finalized.  I understand the response, but I will not accept it until the funds have been returned to me whether its through this process or through my credit card.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/10/2023

  Hello, 

  We understand, please be aware that disputes take up to 120 days to resolve. We appreciate the patience. 

  Thank you