Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,246 total complaints in the last 3 years.
227 complaints closed in the last 12 months.

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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:03/01/2023
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 Nordic track treadmill in 2019. It has not been functioning since December 2022. I paid for the extended warranty and I have spent hours on the phone attempting to get this issue resolved. The bottom line, the treadmill does not work, because the computer board of the iFit screen has failed. I was issued an order number for a replacement Console, the beginning of January 2023. The icon fitness order number is ICS9571544 and the date of this was 12/29/22. There has been no update to the shipping. I cannot get in contact with anyone from icon fitness to help me resolve this issue. I have reached out multiple times to iFit representatives who have not been able to assist with anything. In the meantime the elliptical that we purchased in December 2022 prior to our treadmill not working is also in need of servicing which we cannot get through to anyone in regards to this. I would like to stop payments on the equipment as neither one of them are functioning. Im not sure what else can be done on our end.
Business Response
Date: 03/01/2023
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: 03/04/2023

Complaint: 19517921

I am rejecting this response because:
This is the same response I have been receiving for months now. With no follow up of any kind. I have two questions. Can the treadmill be replaced with a functioning one? I am also still waiting for a response in regards to service on my elliptical machine. The incline is not functioning at all and I cannot get in touch with someone to come service this. If there are no options Id like to return the elliptical and treadmill for a full refund? I would much rather purchase a piece of equipment that will work for more than a few years and for one I can have serviced locally.
Sincerely,

*****************************
Business Response
Date: 03/06/2023
Hello,
We apologize, we do not have any further information to provide at this time regarding the console restock.
We are working on getting this resolved as quickly as possible.
As for the elliptical, we do not see an elliptical registered on your account.
Please provide the following information to register your elliptical.
MODEL NUMBER-
SERIAL NUMBER-
PURCHASE DATE-
**************-
Customer Answer
Date: 03/06/2023
Here are the details for my elliptical purchase
Invoice # ******** Date 11/26/22
Web Order NT11285316
Order Number ******* Date 11/25/22
Customer Number ********
The model is the FS14i
I have also paid for the extended warranty at $239.95 for 6 years parts and 5 years labor

Could you please help me get set up for a technician to come to the house to fix the elliptical while we wait for the treadmill console situation to be resolved? Thank you
Complaint: 19517921

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 03/07/2023
We apologize, you provided the model name. We will need the model and serial number off of he serial number decal located on the frame of the machine.
Customer Answer
Date: 03/11/2023

Complaint: 19517921

Here is the model # NTEL71620.4
Serial # *************

Sincerely,

*****************************
Business Response
Date: 03/13/2023
Thank you. The elliptical is now registered.
Have you tried calibrating the incline?
Are there any other issues with the machine other than the incline?
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my NordicTrack treadmill on 05/19/2019 with a fairly significant Ifit membership (two years and have continued to renew each respective year); have continued to use the treadmill successfully since it was purchased. In December 2022, the treadmill stopped working - screen is turning on and off, machine is not able to fully turn on / work. After the holidays, I started to call NordicTrack (Icon Fitness) to find out our warranty position, first phone call was 2 hours of hold time - after that hold time, an operator picked up and after explaining our issue - the phone line went dead. We made two additional calls - the same thing. The sixth call in (total over four weeks at 2 hours / hold time), we finally were able to get someone on the phone that the line did not go dead / getting hung up on. At that call, we were told that our machine is under warranty but before we could get the part ordered, the phone operator hung up the phone. The seventh call, we made the same phone call BUT again got someone who confirmed the warranty is active and then went on to say that the part has been ordered - we received an order number on 02/03/2023. We were initially told that the part was on its way, when two weeks past and their website indicated that there was no progress, we called back and were told that the part is 'in the warehouse' and would be sent out that week. We called back again on 02/27/2023 - the part is now on backorder. We are being scammed out of our warranty which is coming due in the next few months - admittedly I would be fine to purchase the part rather than buying a new machine - PLEASE HELP! Happy to provide additional information if that would bring this to resolution.
Business Response
Date: 03/01/2023
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:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
IFIT pushed a system update to our nordictrack treadmill in Jan 2023 that bricked the machine and now we have a $2600 device that doesnt function courtesy of their defective system update. They pushed it out to other machines in November and December and similarly bricked those treadmills and have not fixed anything since then. We want the issue resolved or a money needed to obtain a new machine from a competing company as we will no longer purchase devices made by this company.
Business Response
Date: 03/02/2023
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 **************.
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Just as the other customers indicated, I own a treadmill that stopped working on 1/12/23 due to iFits faulty console update. I called iFit on 1/13/23 and was told I would receive a replacement console in 2-3 weeks, guaranteed, w/ a website to track the part. 3 weeks later with NO update and no responses to my repeated emails, I called again. This time, I was told, iFit would send a form to their warehouse telling them to send me the part immediately and that I would receive the part in 1-2 weeks, guaranteed. The agent signed me up for text updates though I still havent received ANY, not even a welcome text. I called today, a week later, just to get the status update. The agent explained that the part would come in 2-3 weeks and confirmed that she couldnt transfer me to a supervisor to escalate the issue. When I asked how sure she was that this time I would actually receive the part in the time she specified, she told me that it changes day by day and that I could complain to customer service if I wanted to call back. Also, I always volunteer to provide feedback on the calls yet iFit always calls DURING the call with the agent, so customers have NO option for providing feedback. I decided, like Sisyphus, to try talking to customer service, though *********************** phone menu provides NO options to do so and basically sends the customer to even more menus after they make their selection. Finally, an agent responded and confirmed: this is a VERY common issue, the console is backordered, many customers are waiting longer than I am, it will take 4-6 weeks at least before I receive the replacement part (idk if I believe that), and that agents are instructed to tell customers itll be 2-3 weeks regardless. At this point, Im paying for 2-4 months at least of an iFit membership I cant use and purchased a gym membership to use their treadmill since mine wont work. The customer service is the worst Ive encountered. They have offered NO recompense for the wasted time or money.
Business Response
Date: 03/01/2023
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: 03/01/2023

Complaint: 19514327

I am rejecting this response because: My complaint clearly states that I was LIED to multiple times in regards to the timing of when I will receive this part. I was told yesterday that it would arrive in 2-3 weeks, guaranteed, and then I was told in 4-6 weeks, guaranteed, and now this response is indicating that there is no ETA at all? This is clearly a fraud at this point.

Sincerely,

*******************
Business Response
Date: 03/02/2023
Hello,
We apologize for your experience.
The current information we have regarding the *** is the 4-6 weeks that you were previously quoted.
We will get this resolved as quickly as possible.
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Nordic Track recumbent bike for physical therapy after my surgery. I was promised the bike would be delivered to my home home within 2 days. After I purchased it I was told the delivery date was changed from be changed to 2-3 weeks. This would not work as Im disabled and desperately need it for recovery after surgery. I received a refund and told Nordic Track to come pick it up. Nordic Track then expedited the delivery so then I contacted them and told them that I would keep the bike. Nordic Track forcibly told me no and that I am being forced to return the bike. Fine, I told Nordic Track to come by and pick up the bike. I am disabled and completely non ambulatory. I explained that Nordic track must come by with a box and repack the bike. Nordic Track will not accept payment and is forcing me to pay a $299 fee to pick up the bike. I dont want to return the bike, I want to keep the bike and not pay the $299 return fee. Instead of permitting me to keep the bike Nordic Track is strong arming me into paying $299 when I could just keep the bike.,
Business Response
Date: 03/01/2023
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: 03/02/2023

Complaint: 19513506

Nordic Track is being completely unreasonable as they stated I could NOT keep the bike and that I would have to pay them $299 for them to pick up the bike. I am completely disabled and I am physically unable to repack the bike as I cannot ambulate at all and I am very, very weak from surgery on 02/23/23. I am not financially able to pay the $299 for the bike as I am not working due to my recent surgery and I want them to please come and pick up the bike. Thank you.

Business Response
Date: 03/03/2023
Hello,
Once the dispute is resolved with your bank is when they will be able to continue working with you on your return. Until then we are unable to proceed. Thank you
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pro-form bike. The console stopped working a year ago and I have been unable to get ifit to fix it. They have sent parts for me to replace which I did. They sent a new console also and that didn't fix the issue. I spent countless hours on hold and on the phone with iFit. Still no resolution. I did buy the extended warranty but the bike stopped working before the original warranty was up. I get the run around every time I call. It's like I'm starting my case all over again.
Business Response
Date: 03/01/2023
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.
After reviewing your account, it looks like you have parts on order for you. along with a service order requested. The part is currently out of stock with a time frame of 4-6 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.

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

Thank you

Customer Answer
Date: 03/01/2023

Complaint: 19512112

I am rejecting this response because: I was already sent a new console and that is the part in question. I now have 2 consoles along with other parts that need to be put on my machine. I need a tech asap.

Sincerely,

***************************
Business Response
Date: 03/02/2023
Hello,
Do you have an extended warranty?
Customer Answer
Date: 03/02/2023

Complaint: *******: I have an extended warranty which is easy enough for you to find out but the problems with the pro-form bike began and were reported before the original warranty expired.

Sincerely,

***************************
Business Response
Date: 03/03/2023
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.

This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 03/10/2023

Complaint: 19512112

I am rejecting this response because: It has been more than 3-4 business days and as expected I have not received a phone call. This has been my experience for a year and a half.

Sincerely,

***************************
Business Response
Date: 03/10/2023
Hi ******,
I have reached out to our service coordinator on your behalf. They have contacted the technician assigned to your account to escalte scheduling. The tech will be reaching out today for you.
Thank you
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My treadmill that I purchased 8 months ago is under warranty. The belt is not working and I called ifit. They kept me on the phone for two hours trying to resolve the problem with me .Made me take videos. All of this is fine but time consuming and not productive. They promised a tech would contact me in a day or two. It has been two weeks with no contact from a tech. I am beyond frustrated with this company. I have emailed the rep at ifit several times without any response. This company is a scam. Their service and product are horrible.
Business Response
Date: 02/28/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

We have reached out to the tech requesting them to contact you as quickly as possible to schedule your visit.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/02/2023

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. HOWEVER, no one from Nordic Track has yet to reach out to me with a Tech to help me. Again, radio silence. Promise again not kept by Nordic Track.

Sincerely,

*******************
Customer Answer
Date: 03/07/2023
Good Morning.
I filed a complaint days ago and you assisted me by reaching out to Ifit /Nordic Track. They responded and promised yet again they would have a tech reach out to me as my equipment is under warranty. However, it has been days and no one has reached out to me. This is unacceptable. Please let me know what I can do to report this business again . I accepted their offer of resolution and the claim got closed, However this was a false promise from business. What can I do next?
Thank you. I have posted the messages below.
********************
Business Response
Date: 03/07/2023
Hello,
We're sorry to hear that you have not been contacted.
We've reached out and requested the tech to contact you as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 04/03/2023

Complaint: 19511010

I am rejecting this response because: apologize, but NordicTrack keeps promising me resolution. Then the part for the machine never comes. Nor does the tech person, who says part was nor ordered or shipped by Nordic Track. After 7 days should I just say not resolved even if they promise they are fixing it?
Thank you. I would like to reopen if possible and keep the complaint going.

Sincerely,

*******************
Business Response
Date: 04/04/2023
Hello,
After reviewing your account it appears that all parts have arrived and the tech has been out to install.
The tech also reported that your machine is back up and running.
Is there anything else we can do to help?
Please let us know!
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a new $3,000 tread mill from Nordic Track, and I had issues upon arrival. 2 of the same side arms were sent - Company sent the correct ones, but I had to assemble, and they still do not fit correctly.However, that is the least of my issue:1. The belt will not tighten and if I keep using I'm going to get hurt.2. The fan motor runs constantly, and will not shut off. I have to shut the unit down every use and that will most likely lead to issues down the road.3. Cheap stickers fell off immediately. I reported these issues to the company within the 1 year warranty period, and they were initially responsive. They shipped the fan motor, and said a tech would reach out and that was 3 months ago.I've sent numerous emails, and made phone calls and now I'm just ignored. 3 months later, and I'm still making payments on what I thought was a high end tread mill. Additionally I am a repeat customer, and they treat me like ****.I'm at the point where I may stop making payments but I realize that will only hurt me as they were probably paid in full by the loan company ********
Business Response
Date: 02/28/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account we have noticed that you are waiting on a part, this part is currently out of stock but is expected to be restocked wihin 2-3 weeks. Once all the parts are shipping out and you have recevied them the tech will be notified and will reach out.
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: 03/15/2023

Complaint: 19510897

I am rejecting this response because:
No Im not satisfied as Nordic Track will not respond to me about a covered issue under warranty.

There are dozens of people saying the same thing on social media on how they never respond to people like me who spent $3,000 on a treadmill that is under warranty and they wont help.

Sincerely,

***********************
Business Response
Date: 03/15/2023
Hi *****,
We have reached out to our service department regarding your open service request. The technican that was assigned to your order has had a medical emergency come up and will be out for awhile, that being said we have gone ahead and reassigned your order to a different tech in your area. Please allow 3-5 business days for the new technican to reach out to you for scheduling.
Thank you
Customer Answer
Date: 03/21/2023

Complaint: 19510897

I am rejecting this response because: The " new " tech has never reached out. However the initial one **** has been in constant contact with me, and in fact came yesterday. But of course he could not attempt to repair because the 2 parts ordered are not the issue. So...he said he will order the correct part. We'll see.

PS. Interesting how your company responds almost immediately on this website, but no one returns my emails, and I can't get through on the phone with multiple attempts. I've had numerous customer service people email asking if the claim has been closed, I say no and ask them to help but they do not respond. That's been the repeating pattern for the last 3-4 months.

Sincerely,

***********************
Business Response
Date: 03/22/2023
Hi *****,
Thank you for updating us! We are glad he was able to come out. We apologize for the delay in emails, we are currently experiencing a short staff on emails so the best way to get ahold of us is to call into our member services or to chat us on our social platforms. We appreciate the understanding. Please let us know if you need any additional help once the parts have been replaced.
Thank you
Customer Answer
Date: 03/24/2023

Complaint: 19510897

I am rejecting this response because:

When the tech arrived he tried to submit the warranty claim in his computer, and it had been assigned to another company by Nordic Track.

He called Nordic Track while on site with me on the phone as well, and they ( Nordic Track ) told him that I requested another tech. I said no I didn't and the Nordic Track employee called me a liar and would not put my warranty claim back onto his account so he could proceed. Although Nordic Track sent 2 incorrect parts, the tech was going to attempt to fix one of the issues but couldn't because the case was taken from him.

Now my machine shuts off when attempting to use. So now I have 3 issues with a $3,000 tread mill.

Short staffed - I had 2 of your employees email me both of which I replied to and they do not respond. Both said my claim was closed when in fact I'm still waiting for the repairs. All you guys do is give lip service. I'm a repeat customer, and this is unacceptable.

Sincerely,

***********************
Business Response
Date: 03/24/2023
Hi *****,
After reviewing your account, it looks like the tech has been been in contact with our service department and they have obtained your service call. He will continue to work with our service team to get your issue resolved as quickly as possible. We apologize for all you have been through.
Thank you
Customer Answer
Date: 03/27/2023

Complaint: 19510897

I am rejecting this response because:
Because - Once again there is no resolution proposed by Nordic Track. So your tech has been in contact with your service department. Well great job people. You guys talk to each other. So what. I spent $3,000 for a tread mill that I can't use while you guys talk to each other.
All I want is my machine fixed as promised. Why can't that be done? Send him the correct part, and let him fix it.
Since I filed the initial claim ( 3-4 months ago ) my unit now shuts down when I try to use it. Is that going to be fixed? At this point I'd even entertain purchasing a service contract because I have no choice but to keep it as I'm not even done paying for it.
Can we start moving towards a resolution instead of just telling me your team members are talking to each other.

Sincerely,

***********************
Business Response
Date: 03/28/2023
Hi *****,
The tech has requested additonal parts to be ordered for you. We have gone ahead and ordered those parts. Your part order number is ICS9646344 You can track that at the link below:
**************************************************************************

The technican will reach out once the parts have been delivered for scheduling to come back out. It looks like he has requested a controller and a walking belt so yes this will solve the issue of the machine stopping.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please do not reply and tell me I completely understand in this matter like all the others. This is the 2nd time Im filing a complaint. The first time is bc you forced a software update mid-December that broke my console and I couldnt get a live person for WEEKS where Id wait on hold for 2.5+ hours. I finally filed a complaint with bbb and they ordered a part for me (ICS9574112). That was done on 1/4/2023. Since then, it is still stuck in process. I called probably 10x since then for an update with every person saying next week and sent probably 5 emails, which clearly does not get addresses. Why have a support email when NO ONE replies. You have terrible SLAs and service. I called again today and the lady told me theres no log of my previous calls where they TOLD me lies (one person said Id get it 2/20, which was a lie) and the promised free technician Id get with my console. So, here I am. 2/28/2023, still with a $2500 treadmill that hasnt worked in over 2 months and waiting on parts for almost 2 months. This is unacceptable. I demand an ETA on the console delivery as well as a technician to install it- I did not break the console, YOU did. I will be looking into class action lawsuit next.
Business Response
Date: 03/02/2023
Hello,

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

With this issue being wide spread, we currently have 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 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: 03/02/2023

Complaint: 19510138

I am rejecting this response because: I need to know that Ill be top priority for when the restore happens. Ive been told on 3 different occasions that youre getting restock and that Id get it right after. Now, Im being told 4-6 weeks for you all to restock but Im not reading a guarantee Ill be included in the customers getting a console from THAT restock. I want this in writing and I want it with BBB as a witness.
I am currently paying for a monthly gym membership because of your companies fault. I do not want iFit compensation. I am seeking compensation for the gym membership. I am considering purchasing another treadmill at this point because of the inconvenience it takes to go to the gym that is miles away. Alternatively, you can offer me a 50% refund for my treadmill so I can throw this junk away and purchase a new one. Your call.
i repeat- I do not trust Ill get a console at the 4-6 weeks restock, as Ive been told 3-4 times already.

Sincerely,

*************
Business Response
Date: 03/03/2023
Hello,
We apologize, we do not offer gym membership compensation. We're happy to add the total downtime to your membership and warranty once your machine is back up and running. We apologize for the delay regarding the console restocks. We assure you that we will get your order sent out as quickly as possible. Thank you for your patience.
Customer Answer
Date: 03/03/2023

Complaint: 19510138

I am rejecting this response. By not confirming with BBB as a witness and in writing that Ill be included in the 4-6 restock group, theres no guarantee Ill be included. This means I could be waiting 3, 4, , 1 year or more? You owe your customers clear ETAs and answers so they know how to proceed. Do I purchase a new treadmill (a different brand, obviously) or do I take my chances and wait? Its unrealistic to have your customers wait and hope and, in the end, they wait a year before its fixed. I reject your response and I expect a solution. Your solution is not acceptable. I need a guaranteed ETA. It has been 2.5 months as is.

Sincerely,

*************
Initial Complaint
Date:02/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had multiple issues with my iFit subscription. Today, I simply couldn't log on. It takes FOREVER to get a rep to chat online. No phone number is available. They take days to respond to emails. Resolutions are difficult. You aren't reimbursed for days you're unable to workout. So much time wasted.
Business Response
Date: 03/01/2023
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 will be reaching out to you shortly to get this issue resolved.
Please let us know if you have any questions.
Have a great day!

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