Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,157 total complaints in the last 3 years.
221 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/06/2023
Type:Sales and Advertising 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 paid for a yearly membership, and they STOLE my card info and started charging me randomly a few months later. No warning, no authorized charges, NO REASON TO CHARGE ME since I still have 6 months left on my membership! This is the second time this happened, the last time I had to cancel the card I bought the machine on or make payments on the unauthorized charges!! The company refuses to contact me back, or answer their chat, or answer their phone!! I am now having to cancel another credit card and filed a fraud report with my credit card company. I hope these people get in trouble for this bullish!!!!!!
Business Response
Date: 02/07/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.

Our iFit team reviewed your account and it appears that the charge is from December of 2021.
Unfortunately due to their policy, they are not able to refund this charge.
If you have any questions, please contact our iFit team directly at-**************.
Have a great day!
Initial Complaint
Date:02/04/2023
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.
iFit program on my nordictrack stuck on initial boot up screen. Now, treadmill is useless. Cant reset. Lots of complaints online with same issue.
Business Response
Date: 02/07/2023
Hello-

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

We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.

If you have any further questions, please contact our iFit software team directly at **************.
Thank you

Customer Answer
Date: 02/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution a start to fix the issue that many people are having.

Sincerely,

*******************
Initial Complaint
Date:02/04/2023
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 ProForm **** treadmill in January 2019. In late November of 2022, after a mandatory update our treadmill crashed. I can now not start or use our treadmill in any way. Since the machine is under warranty, We contacted support and were placed on a 6 hour hold. Finally we were told that a replacement part would ship in 10 days. After multiple calls and emails we were told that the replacement part would not be shipped until May of 2023 and they cannot even promise we will get the replacement part then. I have asked if we can have a new machine and even offered to pay for a portion of the new machine, but have been refused. I use this device for exercise and now I have a worthless machine that *** or *** not ever be repaired in the 7 months since it broke.
Business Response
Date: 02/07/2023
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 was unable to pull up an account to look into that part order with the provided information. Please provide your order number and the phone number associated with your account.
Thank you!
Customer Answer
Date: 02/07/2023

Complaint: 19335281

I am rejecting this response because:

My order number is: Ics9554309
contact number is: ************

We ordered a replacement part in December, we are now told that we will not receive a replacement part at the earliest end of May. Six months its not acceptable. We also do not have a guarantee that the part will even ship in May.

Sincerely,

***************************
Business Response
Date: 02/13/2023
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

Customer Answer
Date: 02/15/2023

Complaint: 19335281

I am rejecting this response because:while I have been contacted and told my replacement part was escalated, I do not have an anticipated ahip date or timeframe for resolution. I would like to understand when I can expect my actual problem to be corrected, until I get a ship date and part I cannot accept this response.

Sincerely,

***************************
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.
Initial Complaint
Date:02/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a **** nordic track treadmill two years ago. Its had ongoing issues including two consoles, wiring harness, two walking platforms, a mother board, rusting uprights, and now the motor has failed. NT has not responded and Id like a refund or the machine replaced. I can provide more information and documentation as needed.
Business Response
Date: 02/07/2023
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.

Can you please send us photos of the issues with the machine? I'm showing september has the last time you have contacted us with issues.
Thank you
Customer Answer
Date: 02/17/2023

Complaint: 19335176

I am rejecting this response because:
I do not understand how to reply through the BBB email system as the two options are to accept or reject and...it appears they were looking for more information (photos). I've attached photos, although I don't know what they wanted me to take photos of. Also, a list of issues is provided below. The following have been issues with the unit:

September 4, 2021
Controller

Sept 15, 2021
Console

October 4, 2021
Upright wire

Oct 15, 2021
Console

Feb 25, 2022
Walking Platform

Sept 14, 2022
Walking Platform

Currently, the motor does not work..shuts off abruptly about 5 minutes into the exercise cycle.

Best,

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

Sincerely,

*****************************
Business Response
Date: 02/20/2023
Hi ******,
Can you please email me those photos to ******************************************* this makes it a little easier then replying back and forth here. Also can 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.
Thank you
Customer Answer
Date: 02/21/2023

Complaint: 19335176

I am rejecting this response because I sent the video yesterday and corresponded directly with the representative. Below is the exchange. The result, they will not repair or replace the machine or refund the amount of the machine - which is the resolution I am seeking.

Sincerely,

*****************************
-----------------------
**********************;<***********************************************; Mon, Feb 20, 11:02 AM (22 hours ago)

to ******.*********

******:

Here is the video you requested. ********* does not move at all when I try to start. For a time it was working for about 5-6 minutes. Have done all the resets, etc.

This machine has been nothing but a disaster, which is why we are pursuing action through BBB and the class action iFit suit. Just kind of tired of it all.

Thanks.

****

Things we're replaced. Additionally, the unit is rusting heavily on console and uprights.

September 4, 2021
Controller

Sept 15, 2021
Console

October 4, 2021
Upright wire

Oct 15, 2021
Console

Feb 25, 2022
Walking Platform

Sept 14, 2022
Walking Platform

--

**************************** III, Ed.D.

*******************************
******, ** 01226
************
**********************
www.berkshireeducationtaskforce.org

Now is no time to think of what you do not have. Think of what you can do with that there is. ~**********************

One attachment Scanned by Gmail

----------------------------------------

******************************* Mon, Feb 20, 12:17 PM (21 hours ago)

to me

Hi ****!
Thank you for providing that information. Do you have an extended warranty by chance?
------------------------

**********************;<***********************************************; Mon, Feb 20, 12:26 PM (21 hours ago)

to ******

No, I do not. The machine failed pretty much right out of the box...so I think the company has been replacing stuff along the way. Really disappointing as it's been online only about 6 months of our total ownership.

Best,

****

-------------------------

***********************************, Feb 20, 1:06 PM (20 hours ago)

to me

Hi ****,
Thank you for clarifying that for us. It does look like the warranty has expired as of 10/22/2022. Where the last time we have had communication was on 9/23/2022 the grace ****** for this issue being covered under warranty has expired. We would recommend replacing the controller because of the error code that the blinking red light is giving us. You can order those parts at www.iconservice.com or you may call into our non warranty department at 1-833-680-iFit (4348)

Thank you

------------

**********************;<***********************************************; Mon, Feb 20, 1:30 PM (20 hours ago)

to ******

Okay.

So it sounds like iFit/NT is not going to resolve the issue. Thus, I'll keep moving ahead with the ** complaint, the class action suit, and ongoing negative social media reviews of your products. Too bad...seems like you all could make a much more durable product than the one I received (which is clearly a lemon).

Best,

****
Business Response
Date: 02/22/2023
Hi ****,

Thank you for reaching back out to us, we stand by what it says in the emails you have corresponded. It does look like the warranty has expired as of 10/22/2022. Where the last time we have had communication was on 9/23/2022 the grace ****** for this issue being covered under warranty has expired (30 days after warranty expired). We would recommend replacing the controller because of the error code that the blinking red light is giving us. You can order those parts at www.iconservice.com or you may call into our non warranty department at 1-833-680-iFit (****)
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: 02/22/2023

Complaint: 19335176

I am rejecting this response because the unit has failed a number of times (as documented) during my (short) ownership. This machine has been flawed from early on and should be replaced or refunded. The unit has not been over-used, or mis-used and, as such, should not have failed - as it has a number of times.

Sincerely,

*****************************
Business Response
Date: 02/23/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
As stated in the back of your user's manual this machine has a limited warranty. The frame is warranted for ten (10) years from the date of purchase. Parts are warranted for two (2) years from the date of purchase. Labor is warranted for one (1) year from the date of purchase.
We apologize but we are unable to make exceptions to this policy. To continue you may order parts on our website www.iconservice.com or contact our member services at  1-833-680-iFit (****)

Thank you

Customer Answer
Date: 02/23/2023

Complaint: 19335176

I am rejecting this response because:
As stated, the machine was defective from early in our ownership. It has not been heavily used as it's been out of commission for the range of issues that have been documented. A warrantee clock should, in effect, stop when a machine is not in use. It's clear that the engineering on this machine is inferior and, as such, it should be replaced or refunded. It's unfortunate to have a $2,000+ living room ornament that is of no use. I purchased this device as a serious runner as I thought it could keep up. It has not afforded me an opportunity to even test this capability given it's been "down" so often. I will continue to reject any response that is less than a full refund or replacement. I hold little confidence and interest in investing in a machine that has such as poor track record....seems to me I've already wasted a hefty initial investment and would be a fool to spend any additional cash with no guarantee that it won't continue to fail and require ongoing repairs. Please replace the unit.

Sincerely,

*****************************
Business Response
Date: 02/24/2023
Hello,
After reviewing your account it appears that your warranty expired in October of 2022. We do not have any case notes or any issues reported until February 2023 when the warranty was already expired. All parts and service will now have to be paid for. You can do so by contacting NW at- or by visiting iconservice.com
Thank you
Customer Answer
Date: 02/24/2023

Complaint: 19335176

I am rejecting this response because:
As stated, the machine was defective from early in our ownership. It has not been heavily used as it's been out of commission for the range of issues that have been documented. A warrantee clock should, in effect, stop when a machine is not in use. It's clear that the engineering on this machine is inferior and, as such, it should be replaced or refunded. It's unfortunate to have a $2,000+ living room ornament that is of no use. I purchased this device as a serious runner as I thought it could keep up. It has not afforded me an opportunity to even test this capability given it's been "down" so often. I will continue to reject any response that is less than a full refund or replacement. I hold little confidence and interest in investing in a machine that has such as poor track record....seems to me I've already wasted a hefty initial investment and would be a fool to spend any additional cash with no guarantee that it won't continue to fail and require ongoing repairs. Please replace the unit.
I will continue to reject any resolution less than replacement or refund.

Sincerely,

*****************************
Business Response
Date: 02/27/2023
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.
In looking into your account, we were able to order the necessary parts for you. The part order is ICS9619358 You can track that at the following link:
**************************************************************************

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: 03/01/2023

Complaint: 19335176

I am rejecting this response because:
While I appreciate the willingness of iFit/NordickTrack to replace what they believe is the defective part without cost, I remain concerned that this treadmill has had an inordinate number of issues that have been documented in previous emails. It is tiring to have to go through the uncertainty of wondering whether the new part will resolve the issue, whether the treadmill will fail again in a short period of time (as it has a number of times), and whether any future failures will be addressed by iFit/NordickTrack. The unit should be replaced or refunded.

Sincerely,

*****************************
Business Response
Date: 03/02/2023
Hello,
We apologize for all you have been through, this part is a one time courtsey, any furher parts and service needed will need to be paid for. We apologize for the inconvienance.
Thank you
Customer Answer
Date: 03/02/2023

Complaint: 19335176

I am rejecting this response because:

Unfortunately, I have no confidence the unit will work when the part is received or in the future. I will continue to maintain a refund or replacement. My prior emails lay out my arguments.

Sincerely,

*****************************
Business Response
Date: 03/03/2023
Hello,
We need to allow the technician time to contact you for scheduling and servicing the machine before we can look into other options.
Thank you
Customer Answer
Date: 03/03/2023

Complaint: 19335176

I am rejecting this response because:

I will wait to hear from the company on their assessment of the machine before I accept the complaint as resolved. I continue to maintain the unit needs to be replaced or refunded.

Sincerely,

*****************************
Business Response
Date: 03/06/2023
Thank you, please keep us posted if you have any additonal questions once the machine has been looked at.

Customer Answer
Date: 03/06/2023

Complaint: 19335176

I am rejecting this response because:
I am waiting to be contacted and have the machine evaluated. Is there a timeline for a technician will schedule a visit?

Sincerely,

*****************************
Business Response
Date: 03/07/2023
Hello,
I'm happy to look into that for you, please provide your service order number.

Thank you
Customer Answer
Date: 03/07/2023

Complaint: 19335176

I am rejecting this response because:

I've not received any correspondence on a service number.

Sincerely,

*****************************
Business Response
Date: 03/09/2023
Hello,
Your service order number is SO-2736992 the tech will be reaching out to you for scheduling. Thank you
Customer Answer
Date: 03/09/2023

Complaint: 19335176

I am rejecting this response because:

Waiting for the Service Technician to reach out.

Sincerely,

*****************************
Business Response
Date: 03/10/2023
Hello,
Please allow 3-5 business days for the tech to reach out for scheduling. Thank you
Customer Answer
Date: 03/13/2023

Complaint: 19335176

I am rejecting this response because:

Thank you. Will wait to hear from the tech service representative.

Sincerely,

*****************************
Business Response
Date: 03/13/2023
Thank you, please let us know if you have any questions in the meantime
Customer Answer
Date: 03/15/2023

Complaint: 19335176

I am rejecting this response because:

Thank you. Waiting for technician's assessment.

Sincerely,

*****************************
Business Response
Date: 03/16/2023
You're very welcome
Customer Answer
Date: 03/16/2023

Complaint: 19335176

I am rejecting this response because:

Appreciate the reply. Waiting for the technician to arrive.

Sincerely,

Howard Eberwein
Business Response
Date: 03/20/2023
Please let us know once the tech has arrived.
Thank you
Customer Answer
Date: 03/21/2023

Complaint: 19335176

I am rejecting this response because:

Tech has still not connected

Sincerely,

Howard Eberwein
Business Response
Date: 03/22/2023
Hello,
It looks like they tried contacting you on 3/15 with no answer, please confirm the best phone number for them to reach out to you on.
Thank you
Customer Answer
Date: 03/22/2023

Complaint: 19335176

I am rejecting this response because:

413.329.4336

Sincerely,

Howard Eberwein
Business Response
Date: 03/23/2023
Thank you, we have provided that number to our service department.
Customer Answer
Date: 03/23/2023

Complaint: 19335176

I am rejecting this response because:

Thanks, I look forward to the contact.

Sincerely,

Howard Eberwein
Business Response
Date: 03/24/2023
Hi Howard,
Our technican is trying to get ahold of you and has left another message. please respond to the message for scheduling.
Thank you
Customer Answer
Date: 03/24/2023

Complaint: 19335176

I am rejecting this response because:

I have returned the call.

Sincerely,

Howard Eberwein
Business Response
Date: 03/24/2023
Thank you, please keep us updated.
Customer Answer
Date: 03/27/2023

Complaint: 19335176

I am rejecting this response because:

Hello. The mother board in the unit has been replaced and the unit is currently functioning. However, given the ongoing issues (and number), I would like assurances that future issues will be covered or the unit will be replaced.

Sincerely,

Howard Eberwein
Business Response
Date: 03/27/2023
Hello Howard,
That's great! we are so glad it's up and running for you! As stated in the begining of our conversation, this repair was a one time courtsey, any addtional services will need to be paid for as you are no longer under warranty. If you do encoutner additional needs please feel free to contact our member services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 03/27/2023

Complaint: 19335176

I am rejecting this response because:

Glad to continue to reply to your responses. At this point, I can't trust that the unit will remain functional, thus I need additional assurances.

Sincerely,

Howard Eberwein
Initial Complaint
Date:02/04/2023
Type:Sales and Advertising 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 claimed a warranty on a Proform Treadmill and was refused due to proof of purchase not acceptable. The same proof of purchase was used for registering the product and was accepted previously for another issue. The supplier keeps changing the websites and customer services to make life difficult and mint money through aftersales. I was left with no option to buy the part (Drive Motor) under warranty after multiple emails, calls and holding for hours every time. I wish customer services were brought back to USA so that the customer service is culturally aligned and have some appreciation of pro-help attitudes.
iFIT seems to have monopoly in treadmill business and piggyback on all treadmills to make easy money. It is difficult to buy new equipment without having to go through this customer service nightmare, even to activate the brand new equipment.
Business Response
Date: 02/06/2023
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 over your account and see a form was filled out to have the charge refunded and a new order was placed for a drive motor. Your order number is **********. You can track that at the link below:
***************************************
If you have any questions, you can contact our Member Services at ************** (****)
Thank you

Customer Answer
Date: 02/13/2023

Complaint: ********

I am rejecting this response because:
One has to hold for hours before some one will answer the call. It's a pain to take hours from work to be able to call and try to get support. To make matter worse customer service is available only during work hours.
It is easier to either refund the balance or give me reasons via email for not refunding the full amount. My email address is on record i.e. ******************** and associates can reach me either by email or phone.

Sincerely,

****** ****

###-###-####
Business Response
Date: 02/15/2023
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.
If you call into our member care they can help look into getting the remaining refunded to you. We do sincerely apologize for the longer hold times.
Thank you!
Initial Complaint
Date:02/04/2023
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 brand new NordicTrack **** treadmill for $2299 (plus tax) for a Christmas present for our family to get healthy. It's been nothing short of a nightmare.First machine was delivered with missing parts, faulty equipment, didn't work and couldn't be put together. I wanted a refund, but they told me it would cost $750 to return which seemed ridiculous and unfair, so I reluctantly agreed to have a second unit sent to us. This unit worked fine for about ten days, and now is not working and stuck on 15 degree incline, rendering it unsafe and unusable. Second machine caput, and we still can't "get healthy" after spending $2299 6 weeks ago.Getting through to customer support is impossible, and this seems intentional. I've spent over 3 hours on the phone trying to get ahold of support, on three different occasions. 9 hours of my life gone without even speaking to someone. Have managed to get in touch on ******** a couple times, but they refuse to take a return without charging me $750 to have it done. I do understand that it is costly for them to ship and then return a unit, but this is not buyers remorse, they have failed to deliver me a properly working machine two times, and I don't want to go through the 4 hour assembly process again.Worth noting the machine weighs over 300 pounds, so each time they send a new one - I have to find two people to help me carry it downstairs where we use it, and then spend hours assembling again. Thats a total now of 10 hours on my end, adding to the 9 hours I've spent trying to get them on the phone and the countless hours I've tried emailing, researching, participating in social media trying to find out why my machine doesn't work.All I want is the treadmill out of my house, and a full refund so I can buy a treadmill that actually works for my family - so we can try and improve our health. This should not come at a cost of $750, or even $0, considering NordicTrack is the one failing to deliver here.
Business Response
Date: 02/06/2023
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.

Please provide the following information to register your machine.
MODEL NUMBER-
SERIAL NUMBER-
PURCHASE DATE-
**************-
and a video or picture of the issue.
We cannot discuss further options without the machine being registered.
Initial Complaint
Date:02/03/2023
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.
My almost 3 year old **** NordicTrack ifit treadmill froze up after a software update and now will not function. I paid $2212.35 on 2/13/2020. It now only shows a white ifit screen. I followed the advice from the help desk, unplugged the unit, and then did the pinhole reset multiple times with no change. After waiting for 3.5 hours, they told me I had to pay for a new monitor because mine was no longer under warranty even though this was caused by their update. There are hundreds of posts online and complaints to the BBB from people stating the exact same thing. This is so disappointing and I cant believe that I spent over $2200 for a device that instantly breaks from an update. $2212.35 2/13/2020
Business Response
Date: 02/06/2023
Hello-

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

We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.

If you have any further questions, please contact our iFit software team directly at **************.
Initial Complaint
Date:02/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a NordicTrack treadmill model# NTL17221 on November 21, 2020. I paid around ***** for the treadmill I purchased an extended warranty that covers me till November 21, **** (upon purchase). Initially a little over a year into using my treadmill it stopped working. It began with the treadmill shutting off if I reached a certain speed, and if I ran under a certain speed it would work some of the time. I have had to call numerous times to have them fix the problem. I still have service order tickets from 3.19.22 - cracked deck, walking belt, motor belt 4.22.22 - replaced deck, controller, walking belt, motor belt 6.9.22 - replaced motor, controller 6.23.22 - replaced kiwi board, on/off switch 9.15.22 - replaced bad controller 10.1.22 - flipped walking board, replaced walking belt, controller They have sent out RT 4 *********** (which he has been extremely helpful and nice) every time and he has replaced almost the entire treadmill, and as of January 2023 it is still doing what it initially did, stop working after a certain amount of speed, furthermore I can not even do the warm up walking because the belt stops before the ifit running program begins. I have called numerous times, over the past week, once I was hung up on, the last time I sat on the phone for 2 hours and 15 minutes and no one picked up, and I am currently waiting again on the phone an hour in with no one answering. NordicTrack refuses to admit there is a bigger problem with the machine. I maintain it regularly and make sure everything I can do on my end is done. They have told me they will not replace it since it works while the technician is present, even though there is an endless paper trail and the technician notes stating it has had multiple problems. Furthermore, I have wasted countless hours on the phone, and paid for ifit I can't even use because my machine is never consistently working correctly.
Business Response
Date: 02/07/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

We're happy to get this taken care of.
Please provide all information about the current issue along with any videos or pictures you have.
Thank you!
Customer Answer
Date: 02/13/2023

Complaint: 19330297

I am rejecting this response because: There was no solution given the only response from the company was send us your problem. I explained the problem, and I don't even have enough space to submit the video of me walking on the treadmill and it stopping along with all the work orders I have requested. I know you have records of this, as I have called numerous times, and you can pull up the problems that continually occur with my treadmill.

Sincerely,

*****************************
Business Response
Date: 02/15/2023
Hello,
We're happy to get this resolved.
Please provide any pictures or videos of the current issue to *************************************** and reply back here once they have been sent.
Thank you.
Customer Answer
Date: 02/20/2023

Complaint: 19330297

I am rejecting this response because: I just sent 11 items (6 service order receipts, 1 video, 4 photos of some of the things that have been replaced), to *************************************** and am waiting to hear back.

Sincerely,

*****************************
Business Response
Date: 02/22/2023
Hello,
Thank you the email was received and reviewed.
Was the video provided recent?
We need to know what the current issue is.
All information given about service orders were from months ago.
Is the belt properly tensioned and lubricated?
Please remove the motor hood.
What is the red LED light blinking pattern on the control board when the issue occurs?
Customer Answer
Date: 02/22/2023

Complaint: 19330297

I am rejecting this response because: I am rejecting this response because: Everything I sent is proof that this is a consistent problem. I am not looking to scam you in anyway, I just want a product that works, one that I paid a lot of money for. The video is recent, and yes I consistently take care of my treadmill, I make sure it is lubricated, and that it is free of dust and debris. The problem I have with the treadmill is when I run on it, it stops! I step off and it starts moving again. This problem did occur a few days after my last service visit, but I am so fed up with your company giving me the run around and not solving the problem that I just said I will continue to run on it . . . needless to say the problem became worse, and I can no longer run for an extended period of time above 8.5-9 speed on the treadmill with it not stopping, only to start up when I step off and lower the speed.

How can you not understand the problem I have faced from the beginning is still the same problem, regardless of date on all the service visits. I have 4 of the same parts currently in my house, your company keeps sending parts to fix my problem, and it has done nothing, it is a band-aid for a larger problem.

Sincerely,

*****************************
Business Response
Date: 02/23/2023
Hello,
Thank you for the the additional information. We've reached out to the extended warranty team and they have set up a service order to have a tech come out and install the drive motor and controller to resolve the belt issue.
Service order confirmation number-SO-2730557.
The tech will be in contact with you within the next 3-5 business days to schedule your visit.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/26/2023

Complaint: 19330297

I am rejecting this response because: We have been down this road not once, not twice, but this will be the seventh time. You are offering me exactly what I am complaining about by sending parts and having it fixed. At this point I am requesting either a refund or a new machine. Furthermore this worries me that you are not even reading what I am sending to you. The documentation you had requested proves how many times you have come out and done the same thing. I think I have been extremely patient, understanding, and loyal to this point, but I am loosing faith in your company very quickly.

Sincerely,

*****************************
Business Response
Date: 02/27/2023
Hello,
We apologize, a replacement/return is not an option as you're well outside of the 30 day return window. We must continue with parts and service. We will get this resolved as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/03/2023
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 an extended warranty for an Ifit Nordic Track bike. In Feb 2022 I contacted the company to raise a concern about an intermittent sound that I thought might be linked to the gearing. I requested a technician to fix the issue before it deteriorated. They ignored my request and kept asking for videos and then stating they could not hear anything try again. Last month my performance scores shot up incredibly high. As I reflected and further analyzed, I determined that ********** was not functioning. I can now ride the bike at max ********** and high incline as if I was going down a mountain.I have since called 10 times. The longest time that I was on hold was 2hours and 47 minutes. I have even been put on hold when they called me back. I followed prompts to request a call back with around a 50% success rate. I also contacted the company through their ******** messenger and through their website. After being on hold for over two hours I was informed that I had to diagnose the issue myself by adjusting the drive belt. Then I would be sent a part if that didn't work. And then I would be sent a technician. After being sent the manual I determined that one of the first bolts that I had to loosen would not loosen. After over 10 hours on hold, three different email request series and numerous ******** contacts I am no closer to resolution. I purchased a 4 year warranty so that I could rely on experts to fix my bike if it stopped functioning. To provide an example of the service. I once got a person; she provided me two "direct" lines to call when the department was open. I called them both and was told after waiting that I would be forwarded to the warranty department. When I asked if I was going to be put on hold, only once was I informed that it would be 30 minutes. It however in that case was over an hour. When I asked what number to call they gave me the exact number I called.
Business Response
Date: 02/08/2023
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.
In looking into your account, I do see parts have been ordered and shipped out. ********* tracking number is 4206222192748901303938583004746399. I do also see a technician was set up for you. The technician will contact you within the next couple of business days for scheduling.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you

Customer Answer
Date: 02/08/2023

Complaint: 19330535

I am rejecting this response because: Progress is being made, however, until the part is in and the machine works as intended I will not consider the matter closed.

Sincerely,

*************************
Business Response
Date: 02/09/2023
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 understand and are working on getting this issue resolved for you as quickly as we're able.
Thank you.
Customer Answer
Date: 02/09/2023

Complaint: 19330535

I am rejecting this response because: Although, I don't want to make more work for the BBB but until the bike is fixed then as far as I am concerned the only action that has been taken is a promise to fix. If it works in your process then I would resend to me in 1 week, since we are now within the 5 to 10 days for part to be delivered.
My only other concern is what does IFit consider the standard for response to a warranty issue? I used the phone number provided and it has resulted in 10+ phone calls with close to an average one hour wait time (longest almost 3 hours). Is the recommend course to submit a request through their website for repair. The issue with that course is that although the initial email response states they have received my request the follow up is not timely. What do they consider timely- within 48 hours, within 2 weeks or whenever? I have three separate tickets open and the last one doesn't even seem to have read my file to see the status. Should I have tried a few more times through ******** messenger? And if the response is the chat box that uses AI then I think the third attempt was the charm as long as I could get through to a live person. The wait in that means was also over 1 hour.
Sincerely,

*************************
Business Response
Date: 02/10/2023
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.
If you have any issues in the future messaging in on ******** Instagram, or ******** is a very good option to get quick help.
Thank you!
Customer Answer
Date: 02/10/2023

Complaint: 19330535

I am rejecting this response because: still awaiting the fix. Will not close until bike is fixed.

Sincerely,

*************************
Initial Complaint
Date:02/03/2023
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.
My Nordictrack treadmill's computer system stopped working. The treadmill is beyond warranty, but is in very good shape, other than it won't run because the computer that controls everything won't start. I have contacted Nordictrack by phone (on hold one hour and then disconnected) by chat (their bots are not very intelligent) and by at least 3 emails. I have gotten a case number and a message that they will be in contact as soon as possible. This has been going on for a month. They don't respond to any of these means. I really want to know what a new computer component would cost and if it is possible to replace it to make my treadmill work again.
Business Response
Date: 02/06/2023
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 searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you. If you would rather just order the part you may order the parts on our website at www.iconservice.com all you will need is the model number off your machine.

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

Customer Answer
Date: 02/07/2023

Complaint: 19328002

I am rejecting this response because: They still have not contacted me and tried to help.
My Elite **** treadmill, ********* - EE740130563 - does not turn on. the computer does not start.
I did not register this when it was new.
I would like their advice as to what part I need.
This is their only message to me, dated 1/6/23:

Hi ,

Thank you for reaching out about your fitness equipment. Weve received your message, case 21570375, and a representative will be in touch as soon as possible.

Sincerely,

*******************
Business Response
Date: 02/08/2023
Hi *****,
Can you please send us a picure of the model and serial numer decal off your machine? also please provide the following regarding your machine
Where Purchased:
Date Purchased:

Thank you

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