Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,150 total complaints in the last 3 years.
- 221 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Treadmill NTL14119.1- appears to only have a white screen; will not start up; only incline/decline and fan work. We bought this thinking we were buying a quality product. It appears that there was an update which has disabled this treadmill. We have tried reset, but this still does not work. This time it looks like it is a technical glitch that has rendered it useless. Serial#*************- purchase price $1693.
Business Response
Date: 02/21/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank youInitial Complaint
Date:02/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My x22i treadmill broke in October 2022. It is entirely non-functional. I submitted a support request as the machine was still under original warranty and I had purchased the 2 year ended warranty as well. I said this up front. It took well over month for them to confirm that I had the warranty I said I had. They then told me to get in touch with some other group for repair. After extreme communications delays, in December 2022, they finally ascertained I needed a repair technician. Their soonest appointment was over a month out in January 2023. They sent me a cable in the meantime. The technician arrives and finds the entire motherboard is broken and needs to be replaced. I have had the machine plugged into a new surge protector from the day I got it so this is some sort of machine defect. The tech said he sees it all the time. Their technicians do not carry parts so he said they would send it and hed have to come back. After more delay, they finally get back in touch and say they sent the part and scheduled the tech to come back again over a month later on February 9th, 2023. He didnt show up at all. I got no email or call or text telling me he wouldnt be here. I work from home and was here all day. The repair group wont answer the phone or return my calls. I tried chat support and all they did was notify the repair group of the missed appointment. They said they cant do anything. so I have this almost $4000 machine that broke before it was even two years old and they refuse to fix it and wont communicate.Business Response
Date: 02/21/2023
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 resolved.
We have escalated with the tech to make sure you're contacted to reschedule your service visit.
We apologize for your experience.
Customer Answer
Date: 02/21/2023
Complaint: 19412759
I am rejecting this response because: this was already supposedly escalated to the tech and coordinator by customer service several weeks ago and I have heard nothing. I am approaching half a year without a functioning machine. I do not want the machine as NordicTrack has failed in reasonable repair time warranty obligations and has demonstrated a continued inability to service the machine.I would like the machine taken back. Have a tech or white glove service remove it. And I'd like a fair market value refund for it. I don't even need what I paid for it but I refuse to continue having a problematic machine in my house with many months of my paid for extended warranty already burned up by failure to communicate and failure to repair.
Sincerely,
*******************************Business Response
Date: 02/22/2023
Hello,
We're sorry to hear that you have not heard from the tech.
It has been escalated once more.
As for a return, this is not an option as your machine is well outside of the 30 day return window.
We apologize, we will get this resolved as quickly as possible.
Initial Complaint
Date:02/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a T 6.5 si treadmill from NordicTrack in 2018. I am the only one who has ever used it and it's never been moved. Some time last December 2022 and January 2023 the machine stopped working. I noticed that the console had come on all on its own and looked like it was updating. The screen then got stuck on a white iFit screen. Then eventually it went black and the console/screen has remained unresponsive ever since. I have spent weeks calling NordicTrack. I have been kept on hold for hours only to have my call disconnected. The few CS folks I did talk to were totally unhelpful, except one guy. I explained to him that the outlet was working ( I tested it by plugging in a fan); the safety magnet key was secure; machine was turned on; and the controller displayed a solid (not blinking) red light and a green light. I sent him.photos of the wires and controller. He thought it was something with the console but couldn't help further. I am fairly certain that the recent software update destroyed my console. I would like NordicTrack to replace my console free of charge. This is their error, not mine. They pushed out an update ( I did not request or agree to an update) that destroyed my console. Their treatment of their customers is absolutely appalling.Business Response
Date: 02/21/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank youInitial Complaint
Date:02/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
/Users/monadesktop/Desktop/IMG_3895.MOVCustomer Answer
Date: 02/21/2023
I have tried to write to you and the web site won't let me as it states it is to long but I am only sending a paragraph.Business Response
Date: 02/22/2023
Hello,
We apologize, we did not receive any information.
Please provide information on how we may assist you.
Thank you.
Customer Answer
Date: 02/22/2023
Complaint: 19432353
I am rejecting this response because: this business is lying. They have received many times a request to rectify this issue. I have even gone on thier app to submit an issue as well as emailed and called this company to get the treadmill repaired. Either way they have now read this email and know of the issue at this point so I expect to hear back from this company and if I dont then this company should be avoided as they are not reputable in repairing broken treadmills from the software update that they placed into the treadmills computer and damaged my equipment as well as did not refund my cancelled membership as also requested by using the iFIT app. SHAME ON IFIT/ NORDIC TRACK!!
Sincerely,
*************************Business Response
Date: 02/23/2023
Hello,
Thank you for the additional information.
Our iFit team will go ahead and get a replacement console ordered for you.
They will also follow up with you as well once the order has been placed.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/23/2023
Complaint: 19432353
I am rejecting this response because:
I have not heard a peep from this company at all after posting such a nice response, to bad thats all it is. The company has my name number and all pertinent information and I have asked they contact me and nothing. Trying to reach them many times over with them placing me on forever hold. I can not believe a company would do this to me and many others. IFIT, you have my number and email, by all means call or write to me and follow through what you claim to state you will do cause so far these are only words. Other buyers beware!!
I would be happy to accept a new console but you have failed yet again to reach out to do so, shame on you!!,
*************************Business Response
Date: 02/24/2023
Hello,
We've reached out to our iFit team once more and they went ahead and ordered the console.
Order number-ICS9618201
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: 02/25/2023
Complaint: 19432353
I am rejecting this response because: Although upon my first reaction from the company was, great I am getting a replacement part but upon further verification I can not find a fed ex tracking number or any other means to find out a tracking number. that the company is actually sending it and not falling back on just words, which is typical for this company. I also went to the app as directed to look to see if the tracking numbers indicate any intent to ship this part or not and still nothing no proof of it. So unless I see a tracking number indicating an actual shipment then I can not believe that anything is coming to me. Unfortunately, I think this is nothing more than words to satisfy a complaint, Just need proof of a actual shipment was done, send the tracking number IFIT!!!
Sincerely,
*************************Business Response
Date: 02/27/2023
Hello,
We apologize, this console is currently out of stock.
Due to the wide spread issue, these are on back order. Currently our next restock is expected to arrive within the next 4-6 weeks.
You can track your order here-****************************************************************************************************
A tracking number will generate when the console ships.
We apologize for the delay and appreciate your patience as we get this taken care of as quickly as possible.
Customer Answer
Date: 03/01/2023
Complaint: 19432353
I am rejecting this response because: this is unacceptable as you have provided me with nothing. Clearly you have numerous customers with this issue to the point where you are out of consoles and you should be held liable for compensating consumers a bad product. I have yet to receive even my membership for the year that was paid in full to your company as well, where is my refund? Yes I have already gone to your web site to request this weeks ago and not one dollar has been sent back to me on a treadmill that is no longer functioning. Constant *************** with this company has just responses with no fulfillment in any way. If you can not repair a broken machine created by your company software update then you should be liable to refund my money which I gave to you over 2800$. If I took that from your company then I would be charged with a crime.
Sincerely,
*************************Initial Complaint
Date:02/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The proform 400i threadmill I bought suddenly stopped working. It seems to be due to an auto update as several users have complained about the same issue. Also, there is a shortage of parts and I cant even order the console. I barely used the threadmill and now it powers on but the table it came with just stays on the ifit screen.Business Response
Date: 02/21/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank youInitial Complaint
Date:02/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My Nordic bike is not working. The service company that Nordic is using is not reliable or dependable. The technician that was at my home indicated they are not trained to repair Nordictrack equipment. I have had a technician at my house trying to fix various problems since I purchased it in 2019. My bike at this point has not worked since December 2022. The service company is refusing to replace the bike and is not following up with the repair company that has left my bike nonfunctional.Business Response
Date: 02/21/2023
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 have reached out to our service team to get this taken care of as quickly as possible.
We apologize for your experience.
We will reach out to the tech and request more information about the current issue to get this resolved.
Customer Answer
Date: 02/21/2023
Complaint: 19437383
I am rejecting this response because:The contracted company that was hired to conplete the work has 48 hours to provide documentation of what is wrong with the bike and what repairs need to be completed. *********** contractor was at my home Feb. 7 and Feb. 14. The contractor has yet to provide information to the repair company regarding what the diagnosis is. *********** company will not inform me of when will I be able to have this lemon bike replaced. It has been serviced every year since 2020. When will I be notified of the status? No one is contacting me. If the repair company does not repond then what is next? Its almost March and I have not used the bike since December
Sincerely,
*********************Business Response
Date: 02/22/2023
Hello,
The tech has been communicating with our service team to get this resolved.
If you'd like to speak with someone for updates, you're welcome to contact our extended warranty team directly at-*************.
We will get this resolved as quickly as possible.
Customer Answer
Date: 02/24/2023
Complaint: 19437383
I am rejecting this response because:
My bike needs to replaced or fixed for me to agree. Neither one has happened yet.
Sincerely,
*********************Business Response
Date: 02/27/2023
Hello,
Please contact our extended warranty team for further assistance. They can be reached at-(800)We 677-3838. Their hours are from 7-5 MST.
Initial Complaint
Date:02/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Like many others, i have had my nordictrac treadmill bricked by a software update. After waiting twice over to reach out a costumer representative (twice because the first one just hang up on me) i had the issue processed with the creation of order ICS9589723 to send me a replacement console and was told in general should be **** business days to get it. It's now been about a month and still nothing. I understand there may be a large backlog due to the amount of complaints, but still, we're now at 3x the amount of time indicated.Business Response
Date: 02/21/2023
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:02/20/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Treadmill delivered April 2022. Issues with squeaking began about 2 months in. Proform has sent a technician about 6 times and has replaced the motor, walking belt, drive motor belt, among other parts. Now my treadmill belt won't move if I'm standing on it. Proform tells me the only way to return it is through the 3rd party store I bought it from, best buy. Best buy tells me they're is nothing they can do because it's past their 14 day return policy. Proform says they can only replace parts and provide service but their service has been awful. I have spent countless hours on hold with them. It is still under warranty so I should be able to get a replacement when I clearly got a lemon but at this point I want a refund and nothing to do with Proform or best buy ever again.Business Response
Date: 02/21/2023
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.
As your machine (model PFTL13820) was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter.
In looking into your account, we can see you spoke with an agent on 2/20/2023. It looks like a new controller was ordered for you. Your order number is ICS9613464.I do also see a service order has been set up, your service order number is SO-2728366.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 02/21/2023
Complaint: 19436983
I am rejecting this response because: You keep sending me new parts and sending techs to my house, but the techs can never even figure out the problem. You say I can call your customer support line, but every time I do, I wait on hold for an hour before actually talking to someone. ************** I've been transferred only to wait on hold for a long period of time again. Then I have to start from square one with whomever answers and nobody seems to care about my issue. Everyone needs to re-diagnose the problem, when it should all be in the notes of my claim with videos and pictures. The treadmill is a lemon and you manufactured the product and should take pride in your equipment. It is less than a year old and everything is covered under warranty. If my treadmill doesn't work, literally the belt doesn't move when standing on it, then instead of replacing yet another part, just replace the whole treadmill. It likely would have been a cheaper route for you to do this rather than replacing part by part every month. I would have been very happy if that was the course you decided to take after the tech was at my house the 3rd time and the issue wasn't resolved, however you just keep giving me the run-around and pointing me to Best Buy, who points me back to you. Now I want a refund and nothing to do with your company. If the refund has to come from Best Buy, then give them a return authorization code, like they asked for, and they will return it.
Sincerely,
*****************************Business Response
Date: 02/21/2023
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 do apologize for the long hold times, a return or replacement would need to be discussed directly with best buy. We are working on getting the part to you as quickly as we're able. Once the technician installs the part they will upload notes on how the service visit goes.
Thank you.
Customer Answer
Date: 02/22/2023
Complaint: 19436983
I am rejecting this response because: I have been told many times by you guys that the return must be handled through Best Buy, and that's fine, but you need to give me a return authorization (RMA) number so that they can process the return since it's still covered under warranty and outside of the normal 14 day return period.
Sincerely,
*****************************Business Response
Date: 02/22/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have spoken will our billing and returns department and they stated as it was purchased third party we do not issue an RMA. You will need to further discuss this with Best Buy.
Thank you.
Customer Answer
Date: 02/23/2023
Complaint: 19436983
I am rejecting this response because: It truly doesn't seem like you care at all. I have a piece of equipment that has completely shut down after 9 months and you just point me to someone else. An RMA is specifically for third party sales. Looking at other treadmill manufacturer's websites, I see that they reference an RMA for returning when a purchase is made through a retailer. Best Buy has a 14 day return policy, so unless the manufacturer provides them with an RMA they are not able to process the return either. There must be something you can do to work with me or Best Buy to get this taken care of.
Sincerely,
*****************************Business Response
Date: 02/24/2023
Hello,
Again we apologize, we do not provide RMA numbers.
Further resolution will be determined with parts and service under warranty if the machine is not returned.
Please let us know if you'd like to proceed with parts and service.
Customer Answer
Date: 03/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this situation is not ever going to be resolved, so I am giving up. I guess my only option is to continually wait on hold an hour plus each time I need a new part or service.
Sincerely,
*****************************Initial Complaint
Date:02/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Nordictrack Commercial 1750 Treadmill in Jan 2021. I purchased an extended warranty from them I registered it on 8 Feb 2021 and received an additional 3 month manufacturers warranty, with the expiration date of the warranty of 4/15/2023. On 15 Feb 2023, for the second time, the bolt holding the rear roller in place broke. I contacted them for the warranty replacement. They first claimed I had not registered the product and made me re-register it, at which time they changed the warranty expiration back to January 15th, 2023. They also claimed I did not have an extended warranty, and insisted I talk to their lawyers.
From there, I contacted the provider on their extended warranty. The company from what they mailed me claims no responsibility (UTS). The company they sold the warranty to (Amynta) claims likewise and has told me to contact iFit. iFit insists I talk to their lawyers and refuses to provide any service.
The rear roller bolt breaking has happened previously. I feel the only reason I would be forced to talk to lawyers is to attempt to intimidate me. This part is clearly defective -- properly made bolts don't snap, much less twice. A little research finds this to be a consistent problem across their product line with numerous reports of the same thing happening to other people.Business Response
Date: 02/21/2023
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.
I do see a legal form has been sent over to our legal department. We are unable to offer any parts or service until this is resolved with them, we do apologize.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Customer Answer
Date: 03/06/2023
Complaint: ********
I am rejecting this response because:You are still not fixing it. I will reject these until you fix it. So stop responding until you do.
Sincerely,
**** *****Business Response
Date: 03/10/2023
Hello,
Our legal team will be reaching out to get this resolved.
Have a great weekend.
Initial Complaint
Date:02/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are bring and have been billed for a service we have not even had the opportunity to use. Our machine has yet to be put together. They sold it to us without the complete set of parts. I emailed before billing began instructing iFit NOT TO BILL US, in advance as the machine has not been put together and is not currently in use. To date they continue to bill us. Also, we have no idea why the guy they sent to our home told us he could not work in a mask. To protect our household anyone who comes there will wear one or do not send them. Finally, when are the assembly pasts being sent by Nordic track? We have no idea and have once again asked ifit to discontinue billing and provide a refund for these months we are being billed for, but have not been able to utilize.Business Response
Date: 02/23/2023
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 confirmed that the hardware has been ordered, shipped and delivered as of 2/21/2023. We have reached out to the tech to escalate scheduling for you. 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.
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.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 02/23/2023
Complaint: 19434136
I am rejecting this response because: while I appreciate the extension of time for the warranty and iFit, I'd like a refund for the 3 or so iFit charges we have on our account as the machine has never been assembled/used.
Sincerely,
******* And ***************************************Business Response
Date: 02/24/2023
Hello,
Absolutely, can you please verify the email for the account? the one we have is ******************** but there were only 2 charges on that account, we just want to make sure we are not missing one for you.
Thank you
Customer Answer
Date: 02/24/2023
Complaint: 1943413i thought there were 3. Another will be upcoming. schedule the assembly as well. Mornings are best.
Sincerely,
******* And ***************************************Business Response
Date: 02/24/2023
Hi,
Thank you for confirming. It looks like they have 1 other shipment on the way to you, once that arrives the tech will reach out with appointment availability.
Thank you
Customer Answer
Date: 03/02/2023
Complaint: 19434136
I am rejecting this response because what else is there to receive? Also, what will be done for us, after this 4 month long debacle? Hour or two long wait times, inconsistencies in scheduling, sending a man to our home who refuses to comply with the simple request of wearing shoe covers and a mask. We have been insulted, intimidated, and inconvenienced-all while being charged for equipment we could not even use due to no fault of our own. In addition, Id also like a firm date, morning appointment prior to closing this complaint.
Sincerely,
******* And ***************************************Business Response
Date: 03/02/2023
Hello,
It looks like it's a usuer's manual that has just shipped. Have you received that yet?
Thank you
Customer Answer
Date: 03/02/2023
Complaint: 19434136
I am rejecting this response because we have received the manual. We waited another two weeks for this? I am looking forward to a resolution and some form of compensation for these egregious errors that continue to occur.
Sincerely,
******* And ***************************************Business Response
Date: 03/03/2023
Hello-
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 youCustomer Answer
Date: 03/03/2023
Complaint: 19434136
I am rejecting this response because this is still an ongoing issue.I would be interested in returning the equipment, without any financial penalty.
This has been a nightmare of an experience and with no remorse from the organization.
Sincerely,
******* And ***************************************Business Response
Date: 03/06/2023
Hello,
We apologize for all you have been through, we would be happy to send you a replacement machine if you would like instead? Please let us know if you would like to proceed with a replacement or a return.
Thank you
Customer Answer
Date: 03/06/2023
Complaint: 19434136
I am rejecting this response because at this point a discount on the machine is requested as someone else just called and is scheduled now for the second time to assemble the machine.What type of credit can we receive for the trouble?
Im afraid the replacement machine would not arrive by this Thursday when they are scheduled to come.
Sincerely,
******* And ***************************************Business Response
Date: 03/06/2023
Hello,
No a replacment will take 3-5 business days for processing and then the ***** days for shipping. If you prefer to fix it we can offer compensation of $50 for your troubles.
Thank you
Customer Answer
Date: 03/10/2023
Complaint: 19434136
I am rejecting this response because:yesterday, after we thought, perhaps things will work out. ******************* came to assemble our machine. Immediately, someone remembered him from the last time when he told us to "go to another room because he was not going to keep his mask on" for the duration of the visit. He said the same thing again. He also did not take shoe covers, instead opted to remove his shoes. He told me, "It's not like I'm going to take anything," when I explained to him that I would not be leaving a room in my home.He also wanted to debate with me about something as simple as locking my exterior door after he entered my home. No one should come to someone's and attempt to dictate what they should and should not do.
Not only that, I do not believe he would have done that to someone else. So I explained that my mother is a medical doctor and we have valid reasons for wanting things the way we want them in our home.
He also tossed trash everywhere, left the boxes which I am not sure if they are supposed to dispose of the materials or not. He left a scratch on the screen, did not tether the machine to the wall which is dangerous.
Later that day, I called to set it up with iFit. I spent 52 minutes on the phone being transferred, and listening to the same music, which I could probably play with any instrument after the number of calls we have made.
I finally got on the line with ****, a rude representative, with whom I believe I have spoken with before. She is extremely rude and unprofessional. She told me that, "If I am not going to do what she says, I need to put someone else on the line." Well, not only did she see me do what she requested (15 taps, 6 second pause, 15 taps again- repeated more than 8 times), but she heard me counting. I requested escalation to a manager and **** disconnected the call.
We cannot take this any more. We want the machine returned for a full refund. We do NOT want to deal with this. We also do NOT want any additional charges to our **************** Cards for any iFit Membership, which does not even work at the outset.
Sincerely,
******* And ***************************************Business Response
Date: 03/13/2023
Hello,
We apologize for your experience with the tech. We appreciate your feedback and have passed it along to our service team. We're happy to hear that your machine is back up and running. We have added the downtime to your warranty and membership. Please let us know if you're in need of anything further. Have a great day!
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