Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

iFIT has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  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

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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:02/15/2023

  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.

  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: 19413997

  
  

  I 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:Sales and Advertising 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.

  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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill 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: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 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 company

  

  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 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 you 

  Customer 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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 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: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.

  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.

• 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