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

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  230 S Main St. Highlands, TX 77562

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2023

  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.

  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: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.

  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 you 
  
  
  
  

  Customer 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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 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: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.

  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 you
  
  

  Customer 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: 1943413

   

  i 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 you
  

  
  

  Customer 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!

   

• Initial Complaint

  Date:02/19/2023

  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've had a NordicTrack S22i Studio Cycle for about a year. We were really happy with it up until January when it died (wouldn't boot up). I've contacted iFit for repair at least 5 times, and our bike still isn't repaired. Initially I was sent a tip sheet that had nothing to do with the problem. I have been able to call tech support, though there's typically a 30 minute to hour wait. When I have been able to get ahold of support technician, I'm the one who has to dismantle the bike to troubleshoot the issue, and then wait about 2 weeks for parts. We have just received our 2nd set of replacement parts (with no installation instructions) and the bike is not fixed. I'm frustrated the bike still isn't working and that I'm going to have to take time off of work to make a 6th service call to get support. I'm also frustrated that the manufacturer's warranty, which includes parts and labor, seems to primarily rely on customer labor for troubleshooting and repair. As the manufacturer's warranty is set to expire next month, I'm worried the company is slow walking support trying to run out the clock.I will try to contact the business again this week to get the bike fixed. At this moment, we're wondering if we should pay for extended service plans and renewing our iFit subscription, or purchasing a competitors product.

  

  Business Response

  Date: 02/20/2023

  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 do see as of today a service order has been set up for you.  Were happy to add the down time to your warranty and 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 machine's warranty for the time that it has been down for repairs.
  

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

  Thank you 
  
  

• Initial Complaint

  Date:02/18/2023

  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 relatively new Nordictrack treadmill, purchased in January 2020. The treadmill is dependent on the tablet on the console and without the working tablet, the machine is inoperable (even in a manual adjustment mode). The treadmill runs iFit software, which is wonderful, however a recent update completely crashed the tablet rendering it completely inoperable. The company has promised to send out a replacement console, however Ive not received the replacement or a confirmation as to when it will be delivered.My machine has been down since mid-December 2022.

  

  Business Response

  Date: 02/20/2023

  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 there is no current ETA for the console. 

  We apologize for the delay. 

  We will get this sent out as quickly as possible. 

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

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19429583
  
  I am rejecting this response because:

  My machine was very expensive (more than $2,000) and Ive had multiple issues with it. If the company cannot commit to a date for the new console, then I would prefer they reimburse me for the machine so that I may buy a new one.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/21/2023

  Hello, 

  We understand the frustrations. Again, we apologize for the delay.

  We will get this resolved as quickly as possible. 

  You can track your order at anytime at iconservice.com with your order number. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19429583
  
  I am rejecting this response because:

  Icon Fitness should be held to a higher standard and provide a resolution to me by March 1.  I expect one of the following:
  

  1.) The new console in hand

  2.) A refund provided for the treadmill so that I can purchase a new one

  The last treadmill workout I was able to do was November 14th, 2022.  My first treadmill workout was the day I received the treadmill, which was February 26th, 2020.  That is two years and eight months.  For a machine that cost $1799, for it to now be rendered inoperable is unacceptable. I want to be clear, it isn't just that I cannot access the iFIT application on the machine - the machine is unable to be used in any capacity.

  If options 1 and 2 above cannot be completed by March 1, I would expect Icon Fitness to provide a rental machine free of charge to me so that I can have a working machine until the new console is provided OR a replacement machine for keeps is provided.

  Sincerely,
  

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

  

  Business Response

  Date: 02/27/2023

  We apologize, our only option at this point is to wait for the part restock to resolve the current issue. 

  We apologize for the delay and appreciate your patience. 

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ProForm treadmill with iFit technology in December of 2021. The treadmill was maybe used 20 times at most and by January of 2023 console is no longer functional. The iFit screen is stuck on the logo. After calling iFit and ProForm we were told to purchase a new consuls for $359!! The treadmill itself was $800. I read the iFit technology was updated and crashed these machines. Very disappointed in a product a company wont stand behind!

  

  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 you     
  

  
  

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pro-form elliptical Model **** from them for $1299 on 12/01/2018. Immediately when the paid subscription ended, it stopped working at all rather than as advertised. They claimed this was not why it stopped working, and convinced me to buy another membership. It worked again. Now that the membership has ended, it doesn't work again. It is impossible to get them on the phone. I filled out their web form and have had no response. I texted the picture on the machine to the text for help number, and no response. I believe they are willfully and purposefully making these products stop working as stand alone machines (which they promise they will work as) as soon as you stop buying subscription services. This is unethical. I am retired and cannot afford to pay continuing subscriptions. I just want my machine to work like they promised it would.

  

  Business Response

  Date: 02/17/2023

  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 reached out to our iFit team and they have selected an agent to contact you directly to take care of this for you. 

  Cancelling the membership will not affect the functionality of your machine. 

  Please let us know if you have any questions. 

  Have a great day!

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19423899
  
  The only choices in your system were to reject the response of the business or accept the response.   I think it is too soon to tell if the business will solve the problem.  They did call me promptly after I submitted the complaint (although I had previously tried to speak with someone for weeks)  They say that they are going to order a part and have it installed.  I am hopeful that this is the case, but I think it would be a mistake to close this complaint until we see if they actually do come through on this.  Is it possible to simply keep this issue open longer than 7 days, because there is no way that this is going to be resolved in a week.?

  Thank you for your consideration.  Given that after my problem I did a ****** search and found out that the company is renowned for poor customer service and actually has a class-action lawsuit in process against them (for other products, not mine) I think it would be wise to wait and see if this is actually resolved.

   

  Thank you

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

  

  Business Response

  Date: 02/27/2023

  Hello, 

  It appears that your console is on it's way. 

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

  The tech will be in contact with you to schedule your visit. Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:02/16/2023

  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 **** treadmill on 6/19/2020. I also purchased a four year extended service plan from UTS their extended warranty service.For the past 10 days I have been trying to contact them both via phone and email for service. My treadmill is not functioning correctly. All of a sudden, the console is not responding. The speed fluctuates, and when I try to push a button on the speed, it is not correct. For example, if I push 3 on speed, the speed goes to ****. The sped and incline do not correspond with the numbers on the treadmill. The speed fluctuates and has become dangerous for me to use it.I have put in three service requests, and each time was given a number and told that someone would contact me. After 10 days and no contact from anyone I am very frustrated. I am seeing online that this is a common problem with others as well. I contacted iFit and they will not help me due to it being out of the first one year manufactures warranty.I spent a lot of money on this treadmill, bought the extended warranty, and use it every day. It is unusable at this point. Calling the company does no good because you get put on hold for over an hour and then the only option is for them to send you a text where you fill out the information and they give you a case number which obviously nobody looks at.I am so frustrated at this point and have money invested in three more years of iFit that right now I can't even use.

  

  Business Response

  Date: 02/17/2023

  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 do see your manufactures warranty has expired so you will need to contact our extended warranty department (***) at  ************** for further assistance.

  Thank you!

• Initial Complaint

  Date:02/16/2023

  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 product from Ifit/Nordic Track. It was a rowing machine and I spent over **** dollars on it. The Rower does not adjust even though it has 26 different levels. They knew about this problem before I bought the machine. I tried to get it resolved and they sent a technician which I paid 170 dollars for. He told me that the machine is working how it should, but that this product is very poor design. They knew the problem before they sent the technician. This product needs a recall. They are acting like there is no issue but I see so many complaints now on the product.

  

  Business Response

  Date: 02/17/2023

  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 noticed that you have been communicating with our escalations team. 

  Please continue communicating with the escalations team for faster and more efficient assistance. 

  Let us know if you have any questions. 

  Have a great day!