Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,250 total complaints in the last 3 years.
- 226 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:02/16/2023
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 an exercise bike in November 2022. It was an early Christmas gift that was received and opened on December 5,2022. The bike was faulty upon arrival. I contacted IFIT by phone and was told they would send out a tech. 2 weeks later a tech came and said he needed to order a part. 2 more weeks later the part came in-my husband replaced it and the bike was still faulty. Called iFIT again. They sent a tech out again (3 weeks later this time) and he said he needed to replace the whole console. The new console came in and once again my husband replaced. The bike is still faulty. Contacted IFIT again and they requested pictures and videos of the parts that WE had to replace on a brand new bike! I emailed those to them and have yet to hear back! It is now February 16, 2023 and I have a $550 bike that I was so excited to use but doesnt even work. I cant get my money back, I cant seem to get it replaced or get anywhere with their customer service. They are just toying me along til my warranty runs out. I am a customer that purchased a product and that product is broken. I dont understand why cant I get it replaced versus keep sending parts that take 2-3 weeks to come in?
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.
After reviewing your account it appears that the agent you last spoke with attempted to send the tech back out for further diagnostics.We went ahead and setup a new service order to have a tech come out and further diagnose the issue.
Service order confirmation number-SO-2727488.
The tech will be in contact with you to schedule your visit and report back if any additional parts and service are needed.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/20/2023
Complaint: 19419103
I am rejecting this response because:I was told there are no service techs in my area. (Have had one twice already) I am now stuck with a $500 non ************. I will gladly find my own tech if you would just send me the parts I need. I emailed in pics and videos of what is not working.
Sincerely,
*****************************Business Response
Date: 02/21/2023
Hello,
Yes, we apologize.
We just confirmed that there are no techs in your area.
You're welcome to find a local tech to diagnose the issue.
We can reimburse up to $250 with proof of receipt/invoice.
The tech can diagnose the issue and report which parts are needed to resolve the issue and we can get the needed parts ordered.
Please let us know if you have any questions.
Initial Complaint
Date:02/16/2023
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 own a NordicTrack Commercial **** treadmill that has broken 3 times in just over three years. For the second time in just over year, the deck of the treadmill has cracked. In Jan of 2022, just one year after purchasing the treadmill, the deck developed a crack.iFit sent a replacement and I paid $159 for tech to come to my house and replace it. Just about a month later, the control unit on the treadmill failed. Again, iFit sent a part and again paid $159 to have the tech replace the controller. Now a year after replacing the deck it has again developed a crack and is unusable. I am the only person that uses the treadmill and weigh 158 pounds. I have lubricated the deck and belt at regular intervals as recommended in the manual. After paying about $2,500 for the treadmill 2 years ago, over $500 in iFit subscriptions, and over $300 in tech fees, I have a brick in my studio and iFit is unwilling to replace the deck. Id be fine paying for the tech again to replace the part, but clearly having the deck fail twice in 2 years on a durable good that have years of life, is a result of poorly manufactured equipment. All Id like is for ********************** to provide a replacement part. Seems silly to lose me as a customer whos had an active ********************** subscription for over two years over the cost of providing a replacement deck.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.
After reviewing your account we do see that your machine is no longer covered under warranty.
Any future parts and/or service orders will have to be paid for.
You can do so by contacting our non-warranty team directly at-************.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/16/2023
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 purchased a treadmill with the iFIT console at Dick's ******** Goods in 2019. The purpose of the treadmill was to be used sparingly in a physical therapy setting. A few weeks ago, the console stopped working. The screen would change from black to the iFIT logo and back to a black screen. We contacted iFIT and were asked to register the equipment, which we then did over the phone. The representative informed us our labor warranty had expired but our parts warranty was still active. We verified this information with another representative as well; we had to pay for the tech visit but any required parts would be fully covered under our warranty. We paid the $159 fee for the tech visit; he determined a new console was needed. The tech had uploaded our parts to our iFIT account; we were told to contact iFIT to process the parts and schedule a visit for install. When we called iFIT to do so, we were informed our parts warranty was no longer effective and we were required to pay for the parts. After spending multiple hours on the phone over the course of a few days, speaking with multiple representatives, we were finally transferred to a supervisor. The supervisor explained our warranty is no longer active because we are in an office setting and not a home setting. This was the first and only time a representative mentioned that. The supervisor agreed to have the prior calls listened to but refused to honor the warranty if in fact we were given the wrong information. She said we would be required to pay $344+tax for the console and $65+tax for a second tech visit. This went from a $159 issue to almost $600. A legitimate company would honor the information given by their representatives. It seems like the company was trying to save money by giving us the run-around and being dishonest about our available warranty. I would advise any potential customer to heavily research before purchasing from iFIT.Business Response
Date: 02/16/2023
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.
Our machines are not meant for commercial use, they are meant for only personal use. As the machine is being used in a commercial setting we are unable to send out any parts or service.
If you have any further questions, please contact our non warranty department at ************ for assistance.
Thank you.
Customer Answer
Date: 02/16/2023
Complaint: 19415455
I am rejecting this response because our office was allowed to register the treadmill to our business name (which has Physical Therapy in the title) and schedule a service call to our office, pay $159 in advance for the visit and all this AFTER being told that the labor service was non-warranty but parts would be covered under warranty. Why would we pay for this service if parts were not under warranty?
Sincerely,
***********************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 do apologize for your experience. As the machine is being used in a commercial setting we are not able to sent out any parts, we do apologize. Please visit iconservice.com to order parts or contact our non warranty department for assistance.
Thank you.
Customer Answer
Date: 02/17/2023
Complaint: 19415455
This response was sent 2-16-23. Received duplicate response from business on 2-17-23. Please respond to message below.
I am rejecting this response because our office was allowed to register the treadmill to our business name (which has Physical Therapy in the title) and schedule a service call to our office, pay $159 in advance for the visit and all this AFTER being told that the labor service was non-warranty but parts would be covered under warranty. Why would we pay for this service if parts were not under warranty?
Sincerely,
***********************
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.
We do apologize, as the machine is being used in a commercial setting you will need to order any needed parts at iconservice.com or contact our non warranty department for assistance.
Thank you.
Customer Answer
Date: 02/23/2023
Complaint: 19415455
I am rejecting this response because this in not a satisfactory response for this company's poor business practices, their customer service is disappointing and disorganized.
Sincerely,
***********************Initial Complaint
Date:02/16/2023
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 bought a proform treadmill two years ago and in the month of December 2022 it stopped working. The tablet was frozen and wouldn’t restart or work. This made the treadmill useless as it wouldn’t work without the tablet. I researched the issue online and I found out that ifit pushed an update which broke many treadmills like mine. I called and a tech told me they would send out a new tablet. The tablets were on back order because they ruined so many, but I finally received on February 15th. The tech told me to call when I received it and I could schedule a technician to come out and fix it. I called today on February 16th and spoke with Lucia Martinez. She told me I didn’t have warranty coverage for a technician and I would have to pay for it. I told her it’s not a warranty issue because they cause the damage and she told me I can’t send a technician. I want the company to make me whole for what they did and pay for someone to install this console. I’m concerned if something happens when I’m doing it they’ll blame it on me then I’m stuck with a treadmill that cost $1,300 and doesn’t work after two years. Don’t buy anything Proform, they don’t stand behind their products.Business Response
Date: 02/16/2023
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.
Business Response
Date: 02/17/2023
Hello,
We apologize, your manufacture labor warranty has expired.
If you did not purchase an extended warranty, a service order will have to be paid for.
You can do so by contacting our sales and service team directly at-###-###-####.
Let us know if you have any further questions.
Have a great day!
Customer Answer
Date: 02/17/2023
Complaint: ********
I am rejecting this response because: Proform is 100% responsible for breaking my treadmill. The company pushed a software update that destroyed the console. I never accepted the software update, it just happened. Therefore, Proform is liable for parts and SERVICE! If this isn’t resolved I’m going to contact a law firm and inquire about starting a class action lawsuit. I know a lot of treadmills were affected by this and all of those people deserve to be compensated as well. I’ve been with out my treadmill for months and I think punitive damages are in order too, as Proform is clearly trying to take advantage of consumers!!!!
Sincerely,
**** ******Initial Complaint
Date:02/15/2023
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 bought a Nordic Track Commercial treadmill directly from NT in November 2018. In November 2022, I spent about $480 renewing my Ifit membership for 2 years. In early December, 2022, ifit pushed out an update that rendered my machine inoperable. After multiple attempts, I finally got through to customer service/parts just before Christmas. Yep, they said - this is a known issue, we'll send you a new console, allow 10 days for processing and then you should see a ship notice. Nothing was sent. I waited until Jan 12, 2023 to contact Ifit, spent over 5 hours on the phone on hold. Finally spoke to a rep, who assured me that 100 consoles were arriving on Jan 16th, that she filed a form to get us expedited shipping and processing so we should receive one of the hundred in 4-6 weeks. She also said she'd extend our membership by 3 months to cover lost time. I asked how expedited could possibly be 4-6 weeks? She just apologized. I was emailed a confirmation of all this and let it be because they were at least fixing it. Emailed and used chat to get an update Feb 12. No one would help or provide an update. I was basically told that they were still in their delivery window and they would not help until it past due. Now the fact the rep also told me 'there were no consoles to send' tells me 1) I was lied to about the Jan 16th shipment and 2) there is very little chance I'll be getting a console by Feb 23rd, which is the end of the 4-6 week delivery time frame. 3) I have no idea when my machine will be fixed.I want to know where my console replacement is and my membership reimbursed or extended to cover the additional time I can't use it. My order confirmation for the console is: ICS9556693.Business Response
Date: 02/16/2023
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're happy to add the total downtime to your membership.
We apologize for the delay and appreciate your patience.
Please let us know if you have any questions.
Customer Answer
Date: 02/16/2023
Complaint: 19413997
I am rejecting this response because: I'm p*$$88ed! It is unacceptable that you cannot provide any information on a resolution to my console issue. Ifit should not only reimburse lost time on my membership, but should provide alternative equipment rental cover until the issue is resolved. This affects my and my husbands ability to exercise, which has flow-on effects for our well-being.
Sincerely,
***********************Business Response
Date: 02/17/2023
Hello,
We completely understand your frustrations.
Again, we will get this resolved as quickly as possible.
Customer Answer
Date: 02/17/2023
Complaint: 19413997I am rejecting this response because:Itfit have not even attempted to resolve my issue.Sincerely,***********************Business Response
Date: 02/22/2023
Hello,
Again, we apologize for the delay.
We will get this resolved as quickly as possible.
Feel free to check for updates at anytime at iconservice.com with your order number.
Customer Answer
Date: 02/28/2023
Complaint: 19413997
I am rejecting this response because: my issue has not been resolved.
Sincerely,
***********************Business Response
Date: 03/01/2023
Hello,
Please refer to iconservice.com with your order number for tracking updates.
We are not able to provide any further updates at this time.
Customer Answer
Date: 03/01/2023
Complaint: 19413997
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:02/15/2023
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.
We purchased a Nordictrack treadmill on 8/2/21. When speaking with the sales representative they said that for the wear and tear that we would use the treadmill (avid runners) that the *** was the right fit. In the course of a little over a year we have had the treadmill nonfunctional four times. We have called and had to replace the control panel 3 times, the motor once and the board under the treadmill once. This is unacceptable for such a new product. When we have called we have been offered extended ifit, but for the many times the treadmill has been nonfunctional we can't even use it. (it takes **** days to order to parts and then another couple weeks for the tech to come install). To sell such a poor product at such a high price and then not offer acceptable rectifications for the frustration of not being able to use the product is absolutely unacceptable. We have contacted customer service and asked for a new product and were told that we would only get one if they could not fix the current issue. We bought the extended warranty for the product as well and when we asked for the email address so we could explain our concerns with someone, we were given an invalid email. We are extremely frustrated and think that a company should stand by it's product and when the product does not perform as promised to refund the product.Business Response
Date: 02/16/2023
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 12/03/2020. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack 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 NordicTrack 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.
You can go online at ************************************************************ to further review if you would like.
In looking into your account, we can see you have talked with our team to help get this issue resolved. A parts order has been created, order number ICS9609607.
There has also been a service order created to have a technician come out and install the parts, and check the machine for you. That service order number is SO-2726544. The technician will be reaching out to you within 3-5 business days or once all parts are received.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 02/16/2023
Complaint: 19411068
I am rejecting this response because:
You have not offered any resolution for the multiple times for which we have had a non functioning product that was waiting for repair. This is the 4th time that we have been unable to use our product for weeks due to it breaking and needing repair.
Sincerely,
***********************Business Response
Date: 02/16/2023
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.
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.
Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 02/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as we can get six months added on both the warranty and the iFIT. We have been without use of the treadmill on four different occasions for at least a month if not longer each time.
Sincerely,
***********************Initial Complaint
Date:02/15/2023
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 treadmill under the NordicTrack brand (software and customer service, etc run by iFIT / icon fitness), back in early 2021 / Jan/Feb. The model # is exp7i. The unit had been fine until the touch control console stopped working completely in early January this year. It is unknown why it stopped - either a software update or short or something has caused the control console inoperable, rendering the entire treadmill nonfunctional. I have contacted iFIT customer support ([email protected], [email protected]) multiple times with severe delays in response. Multiple weeks going by with just one email response from them on questions on my product information and then no response again. I'm reading from other users online that my issue is not isolated, many users have complained about their treadmill console suddenly no longer working. This was an expensive purchase of around $1,200.00. The customer service has been one of the worst I've ever experienced, and it feels like they are delaying any resolution intentionally. I would not be surprised if a product recall gets issued to award customers a free replacement part for the faulty units.Business Response
Date: 02/15/2023
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.
Does the console have any errors on it or is the display just black? I do see your manufactures warranty for parts and labor has expired.
Thank you!
Customer Answer
Date: 02/17/2023
Complaint: ********
I am rejecting this response because:The part replacement is out of stock. This is not a reasonable resolution. Line 100 (Part #******) in the attached image is from your website. My machine seems to now be a complete loss because of a failed console that cannot be replaced.
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.
You can also call into our non warranty department at ###-###-#### and they can help get it ordered for you and it will ship out to you once it becomes available.
Thank you.
Initial Complaint
Date:02/15/2023
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.
I have been contacting the business through the app on my treadmill, the website, and attempted the "chat" feature through the website - all of my attempts have been ignored. I have received NO RESPONSE to any of my inquires over WEEKS. I purchased an extended warranty for my treadmill and I have concerns over its performance - NO ONE RESPONDS!! I had trouble when I bought the treadmill and had to file a complaint - for that concern I was provided with an extended year of my IFIT membership as a courtesy although when I finally opened the membership card and attempted to use it, its not an active number. This has been hands down the worst customer experience I have ever received from a companyBusiness Response
Date: 02/15/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
I am happy to get this resolved for you, after reviewing your case, I see that your machine is shutting itself off. Please remove the motor hood. This can be removed by a few screws. Once removed, you will see a green control board with a red LED light on it. Please run the belt and provide a video of the LED light pattern. Make sure you are not on the machine while running this test. Please email the video to **********************************************************
Thank you
Customer Answer
Date: 02/20/2023
Complaint: 19408296
I am rejecting this response because:This only solves half of my complaint I have sent a video but given there are no instructions on how to remove motor hood in this email nor online for my model, I sent what I believe you are asking for
Sincerely,
***************************Business Response
Date: 02/21/2023
Hi ******,
Thank you for providing that video, when your unit shuts off does it do it at a certain point in the workout? is it when it's inclining or declining or does it happen just at random times?Thank you
Customer Answer
Date: 02/22/2023
Complaint: 19408296
I am rejecting this response because:I appreciate your assigning a technician to assist with correcting the problem but this still does not include the ifit concerns I had as well. I received a message from someone asking for additional informations to which I responded but there has been no follow up.
Sincerely,
***************************Business Response
Date: 02/23/2023
Hi ******,
We have confirmation that parts and service were order for you. Is there anything else we can help you with?
Thank you
Customer Answer
Date: 03/02/2023
Complaint: 19408296
I am rejecting this response because: I am still waiting for assistance on the other half of my complaint.
Sincerely,
***************************Business Response
Date: 03/03/2023
Hi ******,
Can you send us a picture of that card with the code on it, so that we may reach out to our membership services? Thank you
Customer Answer
Date: 03/03/2023
Complaint: 19408296
I am rejecting this response because:This will be the 3rd time I have sent this to someone and no one has ever responded.
Sincerely,
***************************Business Response
Date: 03/06/2023
Hi ******,
I'm not seeing a picture attached, please send it to **********************************************************
Thank you
Business Response
Date: 03/07/2023
Hi ******,
I'm not seeing a picture attached, please send it to **********************************************************
Thank youCustomer Answer
Date: 03/07/2023
Complaint: 19408296
I am rejecting this response: Email sent with the photo attached. I have sent that to 2 other member service reps after I filed the BBB complaint (sent multiple messages over 3 months before) and have received 0 response.
Sincerely,
***************************Business Response
Date: 03/09/2023
Hi ******,
We received your picture and your ifit membership was added on February 16th of 2023 and is currently setup until March 19th ****. Please let us know if you have any further questions.
Thank you
Customer Answer
Date: 03/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/14/2023
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 purchased a brand new treadmill in October 2022, it has since failed to operate on 2 occasions. The 1st time was 2 weeks into owning it, and it took 3 weeks to resolve this issue. The 2nd time, we have been unsuccessfully been trying to resolve this for the last 4 weeks. At this point we are left with no other option other than to file a fraud complaint with our credit card since we were sold a faulty piece of equipment.Business Response
Date: 02/14/2023
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 the tech has been notified to contact you as quickly as possible.
We apologize for the delay.
We will get this taken care of as quickly as possible.
You will be contacted soon.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/13/2023
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.
iFit forced an update to my treadmill that corrupted the software to the treadmill console and has rendered the treadmill inoperable. The treadmill is under warranty so I called them and was told a replacement console would arrive within 2-4 weeks. It has now been 7 weeks, and I have not received the console. *** contacted them and all they say is that the problem is widespread and they will have more information in the coming weeks and months. I need a more concrete solution to fix this issue as I have a $2000 treadmill that cannot be used and yet is under warranty.Business Response
Date: 02/14/2023
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.
You can track your order at anytime at iconservice.com with your order number.
Please let us know if you have any questions.
Customer Answer
Date: 02/14/2023
Complaint: 19399620
I am rejecting this response because: this is the same response iFit previously gave me when I contacted their customer service via ********* and the response does not provide a concrete timeline for when they will send the replacement part for my under warranty treadmill. More specifically, their response is literally identical to the response I previously received (word-for-word). Clearly they just have a form response they are sending to everyone with this issue. I am still stuck with a treadmill that has not been working for seven weeks and they have no provided no assurances that the replacement part is coming anytime soon.
Sincerely,
***********************Business Response
Date: 02/15/2023
Hello,
We apologize for the delay.
We do not have an ETA at this time.
We hope to have more information about the coming restocks within the next few weeks.
We will get this resolved as quickly as possible.
Customer Answer
Date: 02/17/2023
Complaint: 19399620
I am rejecting this response because: It is unacceptable to have a customer with a broken, under warranty treadmill for over 7 weeks and still be unable to provide an ETA for the replacement part. If iFit is unable to provide the replacement part for my treadmill they could (a) send me a new treadmill, or (b) refund me for the broken treadmill I currently have, or (c) compensate me in some fashion for the fact that I have an expensive product that I purchased from them that is under warranty but will be inoperable for some indefinite period of time.
Sincerely,
***********************Business Response
Date: 02/17/2023
Hello,
Again, we apologize for the delay.
We will get your part sent out as quickly as possible.
You can track your order at anytime at iconservice.com
Please let us know if you have any questions.
Have a great weekend.
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