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

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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:02/13/2023

  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 Performance 800i treadmill, model PRTL99518.0 in 2020. Purchased an iFit membership so that I could use the running programs on my treadmill. Worked fine until January 2023. My treadmill screen is stuck on the iFit logo. The belt won't move and will only incline slightly, no decline at all. Treadmill is unresponsive to resets. I called ProForm on 2/4/23 but never had the opportunity to explain the issue. I was advised by ProForm that they could not assist me in any way because my treadmill's warranty had expired. Made an appointment with a local treadmill service technician for 2/7/23 and they informed me that iFit's software update was my issue and to call iFit. Called iFit on 2/7/23 and was advised that a new treadmill console would be sent to me free of charge, but there's no ETA on when it will be delivered due to volume of complaints/issues requiring new consoles. iFit also offered to pause my membership, but I pay annually and had just renewed in 12/22. I can't use my treadmill, don't know when I will be able to use it... and only used my iFit membership for the treadmill workouts. Knowing when I could possibly receive the new console would help me make some informed decisions about whether I keep the treadmill and/or the membership. Can I at least get an estimate?

  

  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.
  

  I have looked into that part order for you and it is currently on back order and we currently do not have an ETA at this time on that part, we do sincerely apologize!

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

  Thank you 
  
  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19399535
  
  I am rejecting this response because: I still don't have ANY estimate on when my console will be delivered and my treadmill will be operable. The response addresses my issue but doesn't resolve it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a nordictrack/iFit treadmill that we have been using for about 3 years. In december, the company rolled out a firmware update that rendered my entire treadmill useless.
  
  I have followed all their instructions for a soft reset and hard reset, with neither working. I have submitted multiple requests for help over the past 2 months, and tried chatting with their agents (they do not provide a phone option).
  
  I paid over $1000 for this machine and am paying an active subscription of over $100/year. They have broken my machine remotely and will not even provide me with an opportunity to have it fixed.
  
  Any help would be appreciated.

  

  Business Response

  Date: 02/15/2023

  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 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:02/13/2023

  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 my Nordictrack treadmill commercial 2450 July of 2019 and it worked fine until January 2023 when all of a sudden the screen began to glitch and simply wouldn’t turn on. I followed all the factory reset options listed on the ifit site and on YouTube with no luck. Getting in touch with a physical person that could help me at Nordictrack was nearly impossible and I spent over a few hours on hold ( using the number I found on google since their website only has robot chat options). Finally I was able to speak with someone and had to pay 180 something dollars for a tech to come out the next week to confirm that the treadmill’s console was in fact not working due to no fault of my own. The took a video and sent it over and I had to then call ( and be on hold again) to order the part and pay an additional 68$ for it to be installed??? I’ve been waiting over 2 weeks now since ordering the part and called ( and was on hold again today) and was told that theres no consoles in stock? And would have to wait until the end of the month to call back and see if they get new consoles in stock before they can ship my replacement out. For a piece of equipment that is so expensive and so we’ll advertised, it’s shocking to me how absolutely terrible their customer service is, a quickly it seems their products break down, and how seemingly impossible it is to get anything repaired in a timely manner. I am still waiting for this console and truly hope that this is resolved asap. It’s quite disheartening to read all the other claims that have been written in just January of 2023 that are almost the same as my situation!

  

  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 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. 

  We apologize for all you have been through. We’re happy to add the down time to your parts 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.

  
  Please let us know if you have any questions.

   

  

  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.

  
  With this issue being wide spread, we currently do not have an ETA for the console restock. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.
  

  We apologize for the delay and appreciate your patience. Please let us know if you have any questions.

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:this is simply unacceptable. This treadmill is a very expensive piece of equipment that I just purchased a couple years ago and randomly stopped working. I’ve already had to pay additional money now for a tech and for the replacement to be installed. I would appreciate being refunded for the additional costs I’ve already now had to pay once the replacement has been shipped and installed. What I find even more concerning is that it seems like a lot of customers are having this same issue. Purchasing a treadmill in 2019or 2020 and having it break down suddenly this January of 2023 with no idea of when this part will be shipped out. This is completely and error on Nordictracks part. I did nothing wrong and suddenly my treadmill stops working? And you continue to pump money into advertising and more sales but don’t support the customers you already have. A refund for the additional costs I had to pay ( close to 300$) for something that still doesn’t seem to be urgently a priority on your part would be at least appreciated. I also spoke with the tech who came out to take the video that the console really is not repairable, and he told me that even the techs are paid extremely poorly for their time and experience and that he’s had so many issues with Nordic track appliances/ equipment. Really absolutely unacceptable for such an established and ( I use to think), high quality producing company.
  
  
  
  Sincerely,
  
  ****** **********
  

• Initial Complaint

  Date:02/13/2023

  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 contacted Nordic track, I fit and the related service company in July, 2022 to obtain service on our Nordic track bike that had ceased to operate. It is now February 13, 2023 and we have yet to have our bike repaired under the warranty that we purchased. We continue to get bounced around between the three related Nordic track companies with none of them taking responsibility for the errors or problems that they have not been able to solve-most notably getting a repair technician out to complete the job at two critical steps. In my view, between their bots and long wait Times, this is a component of their profit making strategy which is to sell their product and warranty but to delay any outlay of costs. They have been terrible to deal with and Nordic Track, in particular, does not take responsibility for their product and bounces it off to their sister companies. In the meantime, we keep paying the finance company, also arranged by Nordic Track but without a useable piece of equipment. At this point I want the bike fixed and compensation for our inability to use it since late July. Absent that, it is time to file suit against the collection of companies-probably a class action given the number of complaints on BBB alone.

  

  Business Response

  Date: 02/14/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.

  
  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 by the end of the day. 

  
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you
  

  
  

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19395077
  
  I am rejecting this response because: It is now the end of the day on the 17th and still no tech-again. This has been the problem all along. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/22/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the delivery of your order. We completely understand where you are coming from on this matter.

  
  This morning we have contacted the assembly 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: 02/22/2023

   
  Complaint: 19395077
  
  I am rejecting this response because:  Until someone actually calls and shows up, this is the same response I have gotten multiple times before. If someone shows up that is competent to finally repair this bike after our trying to get it done for 7 months, then great. I am shocked, however, that there is no attempt to make up for our loss of the bike for 7 months or that we have burned 7 months of our warranty because these 3 businesses, NordicTrack, IFIT and Icon Fitness cannot get their collective act together. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/24/2023

  Hello, 

  We have confirmation that the tech has reached out to you for scheduling. They have left a message for you as there was no answer. Please contact them at your earliest convienance. 

  Thank you 

• Initial Complaint

  Date:02/13/2023

  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.

  My treadmill is not under warranty. It started having an issue. Technician comes and evaluates. Parts are ordered. I am charged ***** for technician to install parts. Treadmill still not functioning correctly. A different Technician comes back to evaluate again and determines 1st technician did not order all required parts. Technician says order parts when ready and when parts arrive call for installation. When I call to have technician come back, they absolutely refused to fairly charge the same ***** for installation of parts a second time. They now want to charge me ******. I am the customer not the technician. It is not my error that the 1st technician did not order all parts. They claim they cannot charge me ***** because it's more than 30 days since second technician did the evaluation. This is absolutely absurd that I would be charged more than double over a problem created by their technician who they sent the first time. Also, this policy they claim was never stated by either technician sent to my home. When the agent on the phone put thru the *****, she claims her superiors rejected it and therefore had to refund the ***** to my credit card and then charge ****** I find this absolutely unbelievable that a customer is charged double as a result of a failure of their technician. I should be refunded 100.22.This would be treating a customer fairly.

  

  Business Response

  Date: 02/14/2023

  Hello-

  We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.

  You will need to contact our non warranty department directly at ************ so they can help look further into this for you.

  Thank you!

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19394972
  
  I am rejecting this response because:

   

  It is the non warranty department that caused  this issue and refused to accept  the ***** payment and proceeded to overcharge    Am I going to be refunded the amount of overcharge?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/16/2023

  Hello-

  We are so sorry about the inconveniences and the frustrations that you have experienced with this issue. We completely understand where you are coming from on this matter.

  We do apologize, you will need to contact our non warranty department to discuss this further.  They will be able to look further into this for you.

  Thank you!

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19394972
  
  I am rejecting this response because:
  

   

  I called and spent over an hour getting the run around.  They see the problem but won't refund ****** as explained in original complaint.  This is the non warranty department refusing refund although they see clearly the issue.

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

• Initial Complaint

  Date:02/13/2023

  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 called iFit on 12/23/22 because my console was not working on my ProForm treadmill. She troubleshot the problem over the phone and determined I needed a new console under parts warranty. Since then I have called numerous times to find out the status of the part shipping. I have checked their website to track the order # ICS9568004 and it keeps telling me that they are validating order. I have been told conflicting things: one time Im told they have a console at their warehouse and they would call me back to confirm shipping; another time I was told the part was in quality review for 1 to 2 weeks and yet twice I was told the part was on back order and expected in 1 to 2 weeks. This has been going on for almost 2 months and I cannot get a straight answer. When I do call, Im on hold for at least 90 minutes and still cannot get any answers. Please help!

  

  Business Response

  Date: 02/13/2023

  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 looked into that part order for you and I do see that part is currently on back order and we do not have an ETA at this time.  We are working on getting your part to you as quickly as we're able.

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you
  
  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19393760
  
  I am rejecting this response because:
  This is the same response I have been getting time and time again.  But in addition, I have also had an employee tell me they had a console there that was in quality control review that would take 1 to 2 weeks before being able to ship out.  So I dont accept this
  Sincerely,
  
  ***********************

  

  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.
  

  I can assure you we will get your part to you as quickly are able.  We currently do not have an ETA on this part at this time, we do apologize!

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

  Thank you 
  
  

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an exercise machine through them and I have been trying to contact their customer service for weeks to get a part that broke on it. They refuse to answer calls or emails.

  

  Business Response

  Date: 02/13/2023

  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'm happy to help get this resolved for you. Can you please tell us what's going on with your machine? also please verify your model and serial number off the machine. 

  Than you 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19394035
  
  I am rejecting this response because:
  I cannot reply to them through this website. I need them to contact me directly. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/15/2023

  Hello, 

  Please email me a video of the issue of your machine to ******************************************* and we will be happy to get this resolved for you. 

  Customer Answer

  Date: 02/15/2023

   
  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:02/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we have been unable to use our treadmill for more than a month now and possibly another 2 more months. there is a safety hazard with our treadmill where the board underneath SNAPPED IN HALF and as a result my husband hurt himself. we reached out to ifit customer service to get new parts ordered and she said the below. that's insane that ifit is refusing to compensate for this and now we are without our treadmill (that cost a fortune to begin with) for such a long period of time. i believe our extension for warranty should be completely covered by ifit in order to accommodate for this huge inconvenience or at the very least a refund on part of our treadmill order that was placed through amazon.The Build and Ship form that I submitted to the warehouse was rejected.Unfortunately they do not have a platform to process your order.Our next estimated shipment is 2/27 and then will go through Quality Check before shipping, this usually takes 2-3 weeks after arrival.

  

  Business Response

  Date: 02/13/2023

  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 walking platform will be restocked within the next **** business days. 

  Your order will be shipping out soon after. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19392472
  
  I am rejecting this response because: we are / were still without our treadmill for over a month. ifit isn't even offering to compensate for the injury caused by the safety hazard of our treadmill. it's barely over 2 years old so i'm shocked at the sub par quality and that we would need something this extensive replaced already. we will look into pursuing legal action if the warranty renewal is not completely covered or if a partial refund on the treadmill is not credited back to our account.
  
  ***************************************************

  

  Business Response

  Date: 02/15/2023

  Hello, 

  We apologize for the delay. 

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

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19392472
  
  I am rejecting this response because: how is this arbitrary time supposed to be calculated? for such a dangerous and faulty hazard, as previously stated, i would expect the warranty to be completely covered and not just the "down time"
  
  ***************************************************

  

  Business Response

  Date: 02/22/2023

  Hello, 

  It appears that the part was delivered. 

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

  Was the part installed? 

  Is the machine back up and running?

  We are happy to add the total downtime to your warranty once the machine is up and running.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19392472
  
  I am rejecting this response because: it was literally delivered YESTERDAY. we still have to call the # provided by ifit sine labor is covered under our warranty. and then we have to schedule the appointment. so NO it is NOT ready. and it is insane and absurd that you're still not covering the full warranty for the year and only the down time. which again, HOW is that even going to be calculated as previously asked already???
  
  ***************************************************

  

  Business Response

  Date: 02/23/2023

  Hello, 

  We apologize. 

  We do see that your appointment is scheduled for the 27th between 11-2. 

  Please keep us posted on how the visit goes. 

  Once your machine is back up and running we will add the total downtime to your warranty. 

  For example, your machine has been down since 1/5 when the issue was reported. We will then add 2 months to your manufacture warranty. 

  Please let us know if you have any further questions. 

  Have a great day! 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19392472
  
  I am rejecting this response because: the repair occurred today on 3/1/23. however, we need the additional down time to be added on to the 4 ********************* Plan : $179.95 (still insane and horrified that ifit won't cover the cost of the renewal and would rather go through potential litigation due to the safety hazards of their products). separately, ifit needs to arrange for the service person to return because the fan replacements that were sent to us - we are still having issues with them and need him to return to look at / fix. someone please call me back at ************ in order to discuss so that this can be promptly resolved and not continued to be dragged on.
  
  ***************************************************

  

  Business Response

  Date: 03/02/2023

  Hello, 

  What is the current issue with the fan? 

  Are you able to provide a video of the issue. 

  If you'd like to speak with an agent over the phone, please contact our member services team directly at-1-833-680-iFit (4348).

• Initial Complaint

  Date:02/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 5, 2022 I purchased a ProForm Carbon T7 treadmill from ********. The serial number on the treadmill is *************. The treadmill was purchased as a Christmas gift. After assembling the treadmill and starting it for the first time I received and error message stating the software would not update. I followed the instructions on how to fix the problem but it did not work. I also received a free one year subscription card/code for iFit that was no longer valid and I couldn't utilize it. I have since attempted to contact iFit multiple time with no response. Every time I have called I have sat on hold for hours without ever speaking to a representative. The treadmill is still under warranty. I would like the treadmill fixed or receive a refund.

  

  Business Response

  Date: 02/13/2023

  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 with our IFIT department and they will be contacting you soon to help get this resolved.

  Thank you.

• Initial Complaint

  Date:02/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately three months ago, the monitor on our Nordic track bike stopped working. Several hours on hold over several days(as I work full time and no one is available on weekends)and chatting with a Nordic track agent-they sent me a new set of wires. Did not solve the problem. Back to several more days and many many hours waiting to chat or speak with someone-told me they would send me a monitor and it would arrive within three weeks. Called after ten days to find out the tracking- told that they were on backorder for several weeks and once arrived would take another 2 to 4 weeks to test. Called the service department as I have an extended warranty-they were extremely helpful-told that there would be a large shipment of monitors arriving on Feb 6th and that it takes less than a week to test. Over this time, I have left four messages at the corporate headquarters in Utah. Initially two with the receptionist who promised me a call from Tom S****** (a manager)that day - no call. Then I left a message on his voice mail - no call back. Fourth call and I was promised a call from Tom's supervisor, Paul B****- again no call back. Called again yesterday and same routine-a promise of a return call that day-no call. I also had chatted with a Cameron W who promised me an update on the status of my order within 2 days. Four days later, I got an email which did not provide any further information. I emailed back asking for specifics but never heard back. I spoke with Cameron yesterday and asked him to find out details on my order. He said he had no new information, just that the monitors were in the warehouse. I asked him to call the warehouse, he said he could not. I asked him for his supervisor's information, he refused to give it to me. In summary, almost three months without our workout equipment. It has had a negative impacted our health. Impossible to get specifics and hours spent trying to track this down. All this with a purchased extended warranty.

  

  Business Response

  Date: 02/13/2023

  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 that part is currently on back order.  We are working on getting it shipped out to you as quickly as we're able, we apologize for the delays!

  You are welcome to reach out to our Member Services at ************** (****) with any questions.

  Thank you 
  
  

  

  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.
  

  Yes, I do see your part did ship.  You can track it at *************************************** 

  Once the part is installed and the machine is up and running please let us know and we can have the downtime added for you.

  Thank you!

  Customer Answer

  Date: 02/22/2023

   
  
  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,
  
  ****** *****