Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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  iFIT

  230 S Main St. Highlands, TX 77562

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  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  

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:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My proform carbon t7 treadmill iFIT tablet suddenly stopped working after an update. I contacted iFIT/proform and was transferred between multiple employees. When they said I didnt have a warranty I said I know and I dont care I will pay for a technician to come out and fix it, they said ok put me on hold and never spoke to me after 45 minutes on hold I hung up, tried to call again and could not even get a call back option. I have seen this is an issue this month for the same exact thing. There isnt even an option to use the treadmill now because it is not working and no one was willing to talk to me about sending out a technician I was willing to pay for.

  

  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, it appears that your machine is no longer under warranty. 

  For further assistance, please contact our sales and service team directly at-************. 

  They will be able to assist you. 

  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 was the same as recommended on the phone in the first course of speaking with them. I have since had my machine off and turned it back on. It seems to have resolved itself but I feel like customer service and attention to matters is lacking with this business and they should care more about customers, warranty or not when we pay monthly and yearly fees to use their service. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/27/2023

  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.

  On Nov 30, 2022, I renewed my subscription with iFIT for $234.88 on my NordicTrack FreeStrider exercise machine. The subscription was to include daily downloads of exercise videos, as it has done since 2018. Yet after renewing, the downloads never worked. I contacted their tech support several times. I was told by one agent that my Internet was too weak!! - even after he had me re-download the machine software. Another agent in January told me that a software fix was coming in a few weeks, which it never did. I called again today (Feb 27/23) since it's been 3 months without iFIT delivering what they promised. The agent today said they couldn't refund any money because there is only a 30 day refund policy. I told him the above - that that was ridiculous - but he refused to budge, so I asked to speak to a supervisor. The supervisor said an email was sent out in December that certain models would no longer be supported. I never received such an email. Why would they allow me to renew if my machine would no longer work? I was really upset - to me this is fraudulent as they did not provide the service they promised. I was given wrong information by their own agents, which the agents excused. The supervisor said he would refund April to November ($156.59) but it was against company policy to refund December to March - even though they did not provide service! So is it company policy to steal from customers? The supervisor says the call was recorded, so feel free to listen to my angry frustration about services not rendered. If you need a credit card receipt, I can send it.

  

  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 resolve this issue. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19506283
  
  I am rejecting this response because: there was an email saying that someone would be in touch with me. Two days ago, ************************************** asked when to contact. I replied with two emails saying I was available but no response.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/03/2023

  Hello, 

  We have reached out to the agent and have requested them to contact you as soon as possible. 

  Thank you! 

  Customer Answer

  Date: 03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is probably the best I can hope for given the situation. Unfortunately, our Nordic Track Free Strider was arbitrarily declared obsolete after I renewed my subscription, even though it is in perfect working order and still under warranty. The software will no longer be updated after April, so we are left with a $2800 albatross.

  However, I am thankful that iFit did finally refund my full subscription after three lengthy attempts and conflicting information from other agents that led up to this. The last agent was much more helpful and understanding and apologized for the confusion and frustration. I just wonder why I have to contact the Better Business Bureau to resolve what was such a straigtforward issue? Thank you to the Better Business Bureau.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/27/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recumbent bike R 35 model on Feb. 14 this year, delivered in a week. IFIT people put it together in my house. First Day it is making a loud creaking noise coming from the track where there are two wheels to adjust seat. I have the extended warranty. I called many times the week of Feb. 20 and today and spoke to at least 4 service reps/. They said I needed a video of the problem. We sent videos at lest 4 times. Service people said they could not send anyone to fix until they got the video. They told me they cannot open the video. Isent it on a link abd they had to download it, they said they cant. This last call they say it is a noise issue that is not warranted for them to fix. Essentially, they refuse to send someone to fix this.

  

  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're happy to get this issue resolved as quickly as possible. 

  Please send any videos and/or pictures you have of the issue to *************************************** and reply back here once it has been sent. 

  We will review the video and order any parts and/or service needed to resolve the issue. 

  Thank you! 

  Customer Answer

  Date: 02/28/2023

   
  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,
  
  ***************************

  please note I have sent the video as requested and await a response that it will be resolved

  

  Business Response

  Date: 03/01/2023

  Hello, 

  Thank you. We have received and reviewed your video. 

  Is the noise coming from the pedal area or the back under the seat?

  Is all hardware intact and secure? 

  Please let us know. 

  Customer Answer

  Date: 03/01/2023

   
  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,
  
  ***************************

   

  The noise is coming from the back of the seat, not the pedal area. It sounds like it is coming from the two metal tracks that guide the mechanism  that moves the seat back and forth. These look like wheels on the metal tracks. The seat is secure. Inote this was put together by the people who delivered the bike under what was called the white gloves treatment. 

  

  Business Response

  Date: 03/02/2023

  Hello, 

  Thank you for the additional information. 

  We have gone ahead and set up a service order to have a tech come out and further diagnose the noise issue. 

  If the issue is not resolved during the visit, the tech will then report to us if any additional parts and/or service is needed to resolve the issue. 

  The tech will be in contact with you within the next 3-5 business days 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.
  
  Sincerely,
  
  ***************************

   

  Thanks for setting up the tech visit, I will await his or her call. mu contact number is ************ just in case you do not have it. 

• 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 bought a Nordictrack treadmill two years ago and it was running fine until a software update was pushed to the machine and it stopped working. Immediately after the software update was pushed to the treadmill the machine became useless; it will not run and freezes on the Ifit logo. The same issue many others are having after this software update was pushed out to a variety of machines.When I bought the treadmill I also purchased the extended warranty.After many attempts I finally reached customer service and went through some factory reset attempts with them; nothing worked and I was told I would have to pay for a new console. I explained I have the extended warranty and was transferred to another department. The sales rep. said they would order a new console and that it would take 2-4 weeks to receive it. It is now going on 2 months and there is no change in the order status (it just says "In Progress").Very poor customer service and communication. My treadmill is in stock and they should just open a box and send the new console. Clearly the problem originated with the software update.

  

  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.

  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:02/27/2023

  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 purchased a NordicTrack Commercial **** around January 2020. It is still under warranty for parts. Unfortunately when IFit did a system wide update, many consoles (see all BBB complaints) stopped working completely, thus rending the treadmill completely unusable. They say the consoles are on back order with no time frame available for when in stock and shipping out. This is unacceptable, as this happened to so many users and on top of that, we all pay for IFit membership, that is basically useless now as well. I purchased the membership to use with my treadmill, not for the other workouts. I am extremely disappointed in the customer service and amount of wait time for replacement parts is unacceptable. I think that IFit should provide a new treadmill to me, as it is still under warranty and unfixable.

  

  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.

  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: 02/28/2023

   
  Complaint: 19505895
  
  I am rejecting this response because: This is unacceptable for a business and should be compensated with, at the least, extended membership time made for loss of being able to use the IFit programs pertaining to running on the treadmill. What happens when a treadmill is still under warranty but your parts aren't manufactured in the time allowed for warranty? Does this qualify for a class action lawsuit?
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/01/2023

  Hello, 

  We apologize for your experience. 

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

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19505895
  
  I am rejecting this response because: Thank you, I do appreciate you adding time to warranty and IFit subscription when back up and running. However, it feels very uncertain whether or not my treadmill will ever be back up and running. I need to question why the parts are available from various supply outlets online and you can not just reimburse for purchasing the part needed, the console part number ****** that is available thru ********************************************************************************************************************. This part is available thru multiple stores.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/06/2023

  Hello, 

  Please refer to iconservice.com. This is our part replacement website. You will see that the part is out of stock. 

  We will get this resolved as quickly as possible. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19505895
  
  I am rejecting this response because: If the part is out of stock but readily available on multiple other sites, could you explain the process of how you long it will take to get a replacement console if so many consoles were broken after the update by IFIT? Why can't IFIT purchase the readily available parts, or reimburse the customer for doing so? Could you please be more transparent in how long it will be before a console is available?
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/10/2023

  Hello, 

  The other sites are not verified vendors are are most likely not the correct model or version of console needed for your specific model. 

  Our current ETA for  a console restock is within the next 4-6 weeks. 

   

• 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.

  My Nordictrack treadmill 'died' on me in November. I've been trying to get it repaired through my extended warranty ever since. There has been little to no communication from them. I have tried to get updates through their email links - no response besides the auto-generated 'we got your email' - chats, which they recommend, take you to their 'new equipment purchase' helpline where they transfer you to their warranty repair chat, which you then wait for HOURS for an agent where they then disconnect you (tried this numerous times since November, one time I left it overnight and they still hadn't come onto the chat by the morning - it was still 'connecting with agent'). I have paid for this warranty. I need my new console so I can use my treadmill. I really need to have some solution here - we are now basically in March. It's been months! Help, please. If they cannot fix it - they should replace it per the Warranty! At minimum - keep me informed on what the heck is happening. I've had zero updates since December. Thank you in advance for any help. Please let me know what else you might need from me. *******************************

  

  Business Response

  Date: 03/10/2023

  Good morning,

  
  

  Although this customer is claiming that they have an extended warranty this member is still covered under the manufacturer's warranty for the parts that were ordered.  Can you please transfer this claim to iFIT Health and Fitness so that the customer can receive the assistance requested?  We are unable to assist due to the active coverage terms.

  
  

  Thank you,

  
  

  
  

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

  

  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 as 4-6 weeks. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

  We apologize for 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.

• Initial Complaint

  Date:02/27/2023

  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.

  Proform has released updates that render the machine inoperable. Do a quick ****** search you'll see there's already class action being formed. BBB has a responsibility to consumers to take this matter on. IFit is upset folks are not buying their subscriptions and as punishment are bricking people's devices as a cash grab scheme to get them to buy more parts/labor.

  

  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. 

  
  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: 03/06/2023

   
  Complaint: 19504444
  
  I am rejecting this response because: you still haven't resolved it
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/07/2023

  Hello, 

  our records indicate that you have been contacted by our ifit team and tehy have gone ahead and ordered you a console. the console order number is ICS9626282. you may track it at www.ifit.com once it ships. 

  Thank you 

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nordictrack **** treadmill model NTL14129.9 roughly 2 years ago. It is out of warranty. It was not used much over the past 2 years for many reasons, yet the belt/motor typically stops 1 or 2 times within 20 minutes. A total of less than 50 miles and 20 hours. I talked with an Ifit service agent today (Feb 27, 2023 ~11:00 AM EST) and was told it would cost ~$160 for diagnostics. I have read reviews about the service from Ifit, which are not very promising. Most of the service reviews talk about repeated parts replacement, a number of them talk about how the treadmill was never fixed. Yes, it would be nice if they helped with the cost of the repair, but the treadmill is out of warranty. My concern is paying $160 for diagnosis, then paying for parts, and then not having a machine that will work. Based on reviews this will likely happen. When mentioning this concern to the service agent there was not a positive response, you just keep paying. I also considered purchasing parts online and I ran into difficulties when contacting a third party supplier. Upon the further investigation it appears there many **** treadmill models. My model is not listed online. Consequently Ifit has made it a necessity to work with them on repairs. So what do I do now?Again, I understand that the machine is out of warranty. Though I do not think it is right to simply keep charging for what appears to be poor service for what was a poor machine in the beginning. I am not sure if anything can be done, but thought I would ask.

  

  Business Response

  Date: 02/28/2023

  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 a diagnostics service that you can purchase with us. The initial service visit the diagnostics will start at $159 before state and local tax and any trip fees. The technician will come out and diagnose the problem and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts are needed. You will then contact us to order the parts or order them online at www.iconservice.com and then we can set up a return visit for $65 before state and local tax and any trip fees as long as its within 30 days of the visit. 

  We apologize this was not explained more clearly. Please let us know if you have any additional questions. 

  Thank you 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19504180
  
  I am rejecting this response because:

  My concern was clearly reinforced by the Ifit response. Actually, the response is worse than my original conversation. There are now likely trip fees and return trip fees. I will quickly have more dollars in this treadmill than a new one.

  Again, I understand my treadmill is out of warranty. Though as I have stated, it is essentially new and never worked correctly. Based on many reviews I am very hesitant to start paying for diagnostics or attempted repairs. This is suppose to be a commercial machine that should have worked for many years.

  To start paying likely around $200-$250 for just diagnosis, then even more for parts and then being open ended I am not willing to do. Again, there are too many reviews where the machines are not fixed after repeated attempts. I am not saying that I would not pay anything, as it is out of warranty. I would think the company should stand the actual repairs.

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

  

  Business Response

  Date: 03/01/2023

  Hello, 

  We apologize for your hesitation, we can assure you that our technicans will do everything in their power to make sure the machine is repaired in a timely manner. 

  Thank you 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19504180
  
  I am rejecting this response because:
  
  At this point I would only have your word that this would be fixed, and I do not know you. There are many reviews that more than suggest that the service will be poor.

  At this point I do not hear where there are any guarantees. From the Ifit responses I see that I have no choice but to proceed on my own at this point. So I certainly do not see this as resolved, but also see little reason to keep wasting my time in hoping that there would be some consideration given considering this is supposed to be a commercial machine. Consequently, I see myself as another dissatisfied customer.

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

  

  Business Response

  Date: 03/02/2023

  Hello, 

  To schedule a technician please reach out to our member services at  1-833-680-iFit (4348)

  Thank you 

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and continue to find no resolution. The only way I know how to prevent more of my time being wasted by a company that appears to me does not care about the customer is to mark this resolved. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NordicTrack in December 2018. The treadmill requires the iFit program to be working in order to work. In November 2022, the treadmill stopped working suddenly. I called iFit and spoke with a representative on 11/29/22. I was told that a replacement console would be sent to my attention. It now has been four months, and I have yet to receive any estimate of when the replacement will occur. This problem has affected so many customers that there is even a ******** page for "Victims of NordicTrack 2022."Below is an example of the email correspondence where the company fails to take responsibility for this fault:Begin forwarded message:From: ifit support <**********************************>Subject: RE: [EXTERNAL] Re: WHERE IS THIS PART? Fwd: Order Confirmation ICS9550750 [ ref:_00Dj0JnBt._5003a1Jjkpx:ref ]Date: February 1, 2023 at 9:49:43 AM CST To: ***************************** <***************************>Hello, I see on your file we got with the warehouse for a better ETA but sadly due to part shortages it will be a bit longer. I believe they should have told you this before but in case they didn't. as of the date we put in the form to the ware house it was looking to be 3 to 4 weeks out. That was as of the date you got in touch with us. This is not a guarantied date but an estimate as they did say they don't have a firm eta yet. Sadly due to global shipping being very halted at the moment there is only so much we can do. We apologize.We will get the parts to you. It will just take a little longer than normal. I am very sorry. Best regards,

  

  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.

  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: 02/28/2023

   
  Complaint: 19501675
  
  I am rejecting this response because:  this response is unacceptable. Ive been told the same story for months that the *** is uncertain. You have sold me a very expensive piece of equipment that is unusable right now. I would like a replacement and a defined date for that replacement. I also know that others have received the replacement module.  Please see the posting from another one of your customers on Facebook:

  Well got my new console ?in the other day and well it showed up with a cracked screen ?????. I called and after 40 mins on hold with no questions asked they are sending a new one out. This is a lot different then it was the last time I had to deal with them.
  

  Clearly you do have supplies.  Ive been waiting since November and would like the replacement ASAP.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 03/01/2023

  Hello, 

  We apologize, we are not able to provide a return or replacement as you're well outside of the 30 day return window. We must wait for the part restock. 

  Some members may have received consoles for other models. However, your models console is out of stock with no current ETA.

  Again we apologize for the delay. We will get this resolved as quickly as possible. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19501675
  
  I am rejecting this response because: you have been telling me the same response since November 2022.  For all I know, this may be the issue for the next two years. Overall, you have put your customers, the very people who have paid thousands of dollars to purchase your product, in a very awkward position.  My family has canceled all of their gym memberships with the expectation that we would have the treadmill to use.  Having no access to this expensive productive for 5 months and no sign of resolution is unacceptable.  In addition, most professional companies who sell a product that had suddenly became dysfunctional overnight would have produced a mass email or letter or explanation that would be distributed to their customers within a 5 month period.  For some reason, your company has been incapable of any such transparency.  At the very least, you owe ALL of your customers of a letter of explanation, an apology, and compensation for the inability to use their treadmill.  You need to produce response other than you don't know the ETA.  I also know that you have thousands of customers who feel the same way.  

  

  Business Response

  Date: 03/02/2023

  Hello, 

  We understand your frustrations. 

  Again, we apologize. 

  We will get this resolved as quickly as possible. 

• Initial Complaint

  Date:02/26/2023

  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 bought Nordictrack S22i studio bike fall of 2020 only used for 2 *******. A few months I rode it a couple times then next time I went to ride it was as if it was completely dead. It showed power to the bike but screen was black. We tried the reset button nothing. Contacted them and they told me there is nobody on my area that can service this. They recommended I ****** you tube videos or to contact a local gym that could give me a name of service people. I did all that and no gym could help me out. We tried social media sites and was recommended to replace motherboard. That didnt work. I reached back out to them and they said sorry cant help you??? Seriously I paid $2500 for this bike. There costumer service is the worst and Im very disappointed because I loved the studio bike and was going to be getting a treadmill but now knowing they cant back up there machines I will not nor will I recommend. Im embarrassed that I talked so highly of this machine and also had others choose this over peloton. Regretting not going with peloton now.

  

  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 reviewed your account and see that your machine is no longer under warranty. 

  For further assistance, you will need to contact our non-warranty team directly at-************ or you can visit iconservice.com to order replacement parts. 

  Please let us know if you have any questions. 

  Have a great day!