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

2,146 total complaints in the last 3 years.
221 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/25/2023
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.
Widespread issue of forced update via IFiT on multiple Proform treadmill owners rendering them useless with no timeline on a resolution to repair and replace the console units that are stuck in a boot loop. This has rendered my $1800 treadmill now useless which is only 2 years old.
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 spoken with our iFit team and they have assigned an agent to reach out to you to get this issue resolved.
A console will be ordered for you and an agent will be reaching out within the next 24 hours.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/25/2023
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 T8.5S Folding Treadmill on June 28, 2020 for $2700 CAD+13%HST that came with iFit software. The console screen and machine stopped working in January 2023 after a software update. The machine is rendered completely useless, as I cannot even operate it in some sort of manual way. We attempted to call iFit and Nordictrack and we have not received any resolution and have been on a waitlist for console screen part for 2 months now and counting. Recently, we cannot even get to an customer service agent, even after waiting for over an hour on the phone call. We have also submitted multiple support tickets on their website, and no response from that either. The part was supposed to arrive in 6 weeks, and its been over 8 weeks now. I have no idea how to get further on this. Any help would be appreciated.
Business Response
Date: 02/28/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
Were sorry. We are actually located in the **. As you are located in ******, you can contact our ************************** in ****** for assistance regarding your machine. You can contact them at **************, or via email at *****************************

Thank you
Initial Complaint
Date:02/25/2023
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 a NordicTrack treadmill 3 years ago. The iFIT software performed an update on 1/14/23 that crashed our machine. The treadmill is still under warranty and we need a new console. We already paid iFIT $159.00 for the installation fee, and there is no charge to us for the console itself, as its under warranty. We reported this to iFIT on 1/17/23. It took forever to contact them, as no one answered the phone. We were told we would receive the new console before the middle of February. We have called many times and have been told that they would call us back, the part is out of stock and that they are only receiving a certain number of consoles monthly. We have no information on when the console will be shipped. We have no access to our treadmill and no confirmation date of when we will receive the console. Weve requested compensation so we could purchase a new treadmill without the iFIT software, but they have refused this request. The treadmill does not run without iFIT. Our warranty expires in December of this year. What then? How long can they make us wait? Plus, iFIT is making money off of this. They are charging those without a warranty $799.00 to replace the console plus the $159.00 to install it, and it was their update that crashed it. Are they making us wait because we dont have to pay for our console? A big company like this should have better customer service and a better system for handling claims. They should know exactly how many replacement consoles are needed, how many their supplier can produce and exactly when we can expect to receive the consoleinstead of giving us the run-around every time we call.
Business Response
Date: 02/27/2023
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:02/25/2023
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.
On January 6, 2023 my Nordictrack **** treadmill screen went black following an update of the Ifit software. I paid $159 for a technician to come and diagnose the problem and an additional $65 for the issue to be fixed upon delivery of the part. I was told a console would be ordered and to expect the part in **** business days. After countless hours wasted calling customer service and being disconnected I did more research and discovered that this issue was due to a software update caused by the company. Icon Fitness does not have the adequate customer service to address this issue, is backordered on parts due to a technical mistake on their end, and is not communicating with the consumers. In total I have paid $224 to fix an issue that Icon itself caused, an issue that renders their machines unusable, and two months later I do not have the part nor a clear answer on when this will be resolved.
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 wide spread, we currently have an ETA for 4-6 weeks for the console restock. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

We apologize for the delay and appreciate your patience.Please let us know if you have any questions.
Customer Answer
Date: 02/28/2023

Complaint: 19496080

I am rejecting this response because:
This is an acknowledgement of mistakes made on the part of Ifit/Icon Fitness.
1) I have already been waiting over six weeks still for the part which I still have yet to receive. I need an accurate timeline for my part.
2) I am seeking reimbursal of $224 for the technician and diagnostic that was required for the problem that Ifit initiated.
3) Looking forward to a public statement and apology on this issue and overall improvement of customer service and technical support.

Sincerely,

*******************************
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 gone ahead and refunded you the $65 for the labor fee on your service, can you please tell us what the additional charges were that you experienced? We are happy to get this resolved for you.
Thank you

Customer Answer
Date: 03/01/2023

Complaint: 19496080

I am rejecting this response because:

The additional $159 charge was from 1/9/23 for an unnecessary diagnostic.
Just confirming that my tech will still be dispatched after the refund.
I don't see any evidence of any refund as of today. Thanks.

Sincerely,

*******************************
Business Response
Date: 03/02/2023
Hello,
My apologies, that charge has been refunded. Please allow **** business days for those refunds to reflect your account. Also yes the tech will still come to service your machine.
Thank you
Initial Complaint
Date:02/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Proform Carbon T10 treadmill (model PFTL99720) and manufacturer's parts warranty was valid through 1/31/2023. Treadmill quit working in early January due to a firmware update initiated by the manufacturer. The display quit working, and rendered the treadmill useless. I called Proform customer service on 1/18/2023. The agent advised my that they would take no responsibility, and I would have to pay approx $500 for a new console. He stated that I needed to submit photos of the display panel, and would still have to pay full amount for the new console. I have provided the requested pictures, called, emailed, filled out form for a call back and tried live chat; none of receive any response from Icon or Proform. I have multiple incident numbers, but zero response.

This issue was caused by the manufacturer, and damaged pieces that were still covered by the warranty.
Business Response
Date: 02/27/2023
*****,
I would love to look into this further for you. There have been issues across the board due to the faulty update, and the affected machinery does display specific signs or symptoms that allows us to know if this is the case. The Console will actually read an error code if the failure is due to the update, so if you could send me the visuals you do have this will help me in determining what we can do for you. Please advise with that, and I will move forward in assistance from there.
Thank you!
Customer Answer
Date: 03/06/2023

Complaint: ********

I am rejecting this response because:
I have tried the pinhole reset numerous times with zero success. Over the weekend, I attempted it again. Now the display stays dark 100% of the time. The white screen does not turn on anymore.
I was contacted by iFit on 3/1/23, while I was at work. The rep said he would call me back in an hour so I would have the treadmill in front of me. He has not called back as of 3/6/23.

Sincerely,

***** *********
Business Response
Date: 03/08/2023
*****,
I am happy to reach out to our Software Team to see if they can call out and assist you with this as soon as possible. Please be expecting and prepared for the phone call sometime within the next 48 hours. If you would like, you are also welcome to reach out to them directly at ###-###-####. Thank you, and have a great rest of your evening!
Initial Complaint
Date:02/24/2023
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 treadmill in July 2021 and the treadmill was nice for about a year. The treadmill started to crack in the platform in November of 2022 and I have submitted a requested for a replacement part, but I have yet to receive the said part ever though they have said on two different occasions that it has been sent. I now going on three months of not being able to use a $2,800 treadmill which worked for just over a year.
Business Response
Date: 02/27/2023
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 an order has been placed for a replacement walking platform. It is currently out of stock.
However, a restock is due to arrive within the next **** business days.
Your order will ship out soon after.
You can track your order at anytime at-

****************************************************************************************************
Let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/01/2023

Complaint: 19495100

I am rejecting this response because:
I don't understand why when I called and actually spoke to a person on 1/6/2023 why this wasn't communicated then. They said the part would be shipped with a delivery of ***** days.
The entire process of submitting a claim has taken 3 months (all which I continue to pay my Ifit Membership). I also do not understand why an almost $3,000 treadmill would break within ***** months of usage by only one to two people.

Sincerely,

***********************
Business Response
Date: 03/02/2023
Hello,
We apologize that you were not given the correct information.
We're happy to add the total downtime to your warranty once your machine is back up and running.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/24/2023
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 Commercial **** treadmill and the console went bad on it. Researched and saw that this was happening to an overwhelming amount of customers with all the same response...NONE. They only was to get in touch with them is through, for me was ******* chat. If you call, you will sit for hours with no one picking up in the service/warranty department. Call the sales though, boom you are picked up right away and they are not able to help. But when I got through on ******** they put a replacement order in for my console since my parts are still covered under warranty and that was on Dec 19 with about a 4-6 week time frame and after that 6 weeks I reached out again on status and all they said is they don't have a exact eta on shipping. Highly recommend not purchasing a NordicTrack on the non existent customer service. It seems like this is going to be a waste of 1500$ that I can't get back nor be able to use again. If the response to this is, we once again don't have a ETA on the part, that's bs due to you being around for as many years as you have been and should be able to figure your parts resupply/stocking by now.
Business Response
Date: 02/27/2023
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:02/24/2023
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 a Nordictrack Treadmill 2450 on 12/2/2022. It was delivered on 12/21/2022. When I tried to assemble the treadmill, the console assembly bracket would not turn. I requested to have a new console assembly sent and IFIT refused. After several calls and multiple emails, a service repair call was done by IFIT. After 2 months, the bracket was fixed due to lock tight being used in the nut which was never told to me during any calls. The treadmill was not completely tested and the belt and motor doesn’t work. I requested to return the machine and requested a full refund since I have a defective treadmill. IFIT still refuses to accept the defective treadmill without charging a 10% restocking fee and pick up fee of $250.00.
It is now going on 3 months and the treadmill still is not working and IFIT is refusing to issue a full refund
Business Response
Date: 02/27/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.

After reviewing your case, we are offering to waive the 10% restocking fee, however, the delivery fee and return freight fee will apply.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/03/2023

Complaint: ********

I am rejecting this response because: I have tried to work with the company for 3 months and the treadmill is still not repaired. At this point, I just want the treadmill returned and a full refund issued.

Sincerely,

****** ******
Business Response
Date: 03/03/2023
Hello,
Please contact our billing and returns department directly at-###-###-####.
They will be able to process your return.
Have a great day!
Initial Complaint
Date:02/24/2023
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 a nordictrack treadmill which I paid a lot of money for, and then I also paid for an ifit membership, and I also paid for full extended warranty and service coverage. Last month my wife tried to start the treadmill and got the white screen of death. Basically it wont turn on and stays stuck on a white screen with the ifit logo. I called support and they advised me of a software update that was pushed through that basically destroyed the console tablet. So there was no fix for it, other than a replacement of the console tablet. However they advised me it would take a few weeks to arrive. This was on January 18, 2023. I waited over a month and I heard nothing from them and received nothing. So I called them yesterday and spoke to someone who told me the parts are on back order and they have no idea when it would be arriving, says that it could be a few months or more, and that I just have to wait. I'm very upset over this. Why should I be without a functioning machine when I paid for the extended warranty and service? Again I paid for the treadmill, ifit membership, and warranty and service. What is the point of paying for coverage if when you need it they aren't able to help you?! This is a problem their company created and ruined all these machines because of it. They should be ashamed of how they are handling this and treating customers that paid thousands of dollars. My wife and I have health concerns and depend on the treadmill to keep us alive and healthy. It is absolutely not ok that they are taking this away for so long as they have, and possibly many more months without any care for the customer. I offered to pay an upgrade fee for a new machine if they would take this one back and issue me credit towards a new machine. But they keep avoiding this resolution. The way I'm being treated is not acceptable, and they really need to attempt to do the right thing to compensate for the damage they caused. Ifit, Please do the right thing here.
Business Response
Date: 02/27/2023
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.

We apologize for the delay and appreciate your patience.Please let us know if you have any questions.
Customer Answer
Date: 02/27/2023

Complaint: 19493516

I am rejecting this response because: Your response sounds pre-written and misses all the concerns I've taken the time to share with you. You are avoiding the resolutions I have mentioned which are within reason considering the circumstances. You can't just take thousands of my hard earned dollars for a product as well as services, break the product on me, and then avoid providing a solution that is completely within your ability. Any business out there that provides a faulty product would replace the product right away, and if they aren't able would offer a refund or credit for the item. By you telling me that you do not have an ETA for the replacement part, and allowing me to wait countless months without any idea if I will ever receive the said part, is neglectful, irresponsible, and not acceptable. Keep in mind I also paid for not only the ifit membership, but also the Extended Warranty. I Am giving you a chance to publicly right the wrong you did to me and my family, with a resolution that is very clear at this point. So Please either replace my entire machine, refund the machine/membership/service plan, OR offer me a credit for what I paid towards the purchase of a new machine. Your resolution isn't doing anything to help me. You are simply borrowing from me, and telling me at a later date you will give back membership time. That does nothing to help with the actual product (the treadmill) which you guys broke and currently not able to be used. If you do not accept this very realistic resolution, then I will proceed to litigation. You can't break my product I paid for and simply say at some point down the road you will take care of it. No, that's not how business works. Fix the problem now, refund what I paid, or offer a credit. This is a very simple and appropriate solution.

Sincerely,

***********************
Business Response
Date: 02/28/2023
Hi *****,
We apologize for the delay in your console order, we have reached out to our parts managment regarding your order. They have cofirmed that an ETA for consoles is 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.

Customer Answer
Date: 02/28/2023

Complaint: 19493516

I am rejecting this response because: What is wrong with you guys? You aren't even reading my concerns, and are only sending the same exact answer as before. So My resolution request still stands, and this will be the only solution to this problem. Either replace the machine that you broke, refund me the money for my machine, or issue me a credit to be used towards a new machine. Please re read my previous comments and come up with an intelligent response. If you do not meet my requests, I will follow through with litigation and will also move forward with class action lawsuits against you guys.
You created this problem and you have to fix it within a reasonable time frame. Several months is not reasonable. Issuing me my time back that was down on my membership and service plan, is not reasonable either. I would expect you to comp me for a year of ifit and service plan along with refund or credit of treadmill. I am not getting much discussion from your company and would appreciate a thought out response.

Sincerely,

***********************
Business Response
Date: 03/02/2023
Hi *****,
Thank you for working with us to get this resolved as quicky as possible for you, we have reached out to our parts managment regarding your request. They have confirmed that they will ship out your console today for you. They will send you tracking via email so please be on the look out for that. If you have any additional questions please let us know.
Thank you
Initial Complaint
Date:02/24/2023
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 March 22, 2022, I purchased the NordicTrack Free Stride Trainer Model FS14i for $2,499.99 directly from the NordicTrack website. My elliptical came with a 30-day free trial iFit subscription and hence is where my problems with my purchase of the FS14i elliptical begun. I was not interested in an interactive personal training subscription with on demand and or live classes, which is what the iFit category fall under on the FS14i elliptical trainer I simply wanted a standard endurance and performance preprogramed elliptical machine, and this is what I thought I had purchased. As nowhere on the NordicTrack website does it state that the FS14i is a subscription only elliptical. There are a few beginners iFit non-subscriptions options offered however, nothing beyond the novice stag of training. I contacted NordicTrack directly 30 days from my date of purchase to return my elliptical and consequenty I learned of the 30 days return policy - the same time frame as the 30-day free trial iFit subscription. I think this is a shady return policy for such a well-known and trusted brand. More importantly, is the non-disclosure that the FS14i is an iFit subscription elliptical without any preprogrammed workouts. It is unethical to not include this information to consumers at the time of purchase either. Again, to use the FS14i elliptical without an iFit subscription is void on the website. My regret is that I did not think to reach out to the BBB Organization 11 months ago for assistance to return my NordicTrack FS14i elliptical. I would appreciate any assistance available at this time to return my brand new FS14i Free Stride Trainer as I only used it during my free trial iFit subscription. Additionally, I have recently learned that NordicTrack was purchased by iFit and I now understand why preprogramed ellipticals as well as all other exercise equipment sold by Nordic Track are not an option. I think this knowledge should be made clear to their consumers.
Business Response
Date: 02/27/2023
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 the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 10/012/2020. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible.
The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
We would be happy to continue with parts and service at this time. Thank you
Customer Answer
Date: 02/28/2023

Complaint: 18972753

I am rejecting this response because: as I stated in my original statement, the 30 days return period consequently is the same time period as the 30 days free iFit subscription. Again as I have already stated, I did reach out to Nordic Track to return my Free Stride FS14i elliptical only a few days after my free trial iFit period concluded due to the realization that without this subscription my FS14i elliptical was useless.
I was told during this call that returning my elliptical wasn't an option as it had been 30 days from the date of delivery. Once more, it was only at the end of my iFit free trail period that it became clear to me that my FS14i elliptical was useless as it did not have any preprogramed workouts options. Put simply, you must maintain the iFit subscription to use the FS14i elliptical otherwise the elliptical is inoperable. Finally, the response I received from Nordic Track regarding my monumental regret for my purchase of the Free Stride 14 elliptical read like a virtual computer generated reply. It bewilders me that Nordic Track's return policy is legally and ethically able to coincide in the exact same time frame as their 30 days free iFit subscription. And now where on the Nordic Track website does it state or indicate that the FS14i is a live or on demand classes only elliptical.

Sincerely,
***********************
Business Response
Date: 03/01/2023
Hello,
We apologize, we understand the frustration however we have a strict return policy in place, Because we were not contacted in those 30 days the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

iFIT is BBB Accredited.