Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
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  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St. Highlands, TX 77562

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  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:02/03/2023

  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 

• 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 ordered the ProForm Vue (PFB *****) in October 2022. Upon arrival and assembly of the Vue and it's components, I turned the machine on and it was completely frozen. I called I-Fit and was spend over 2 hours on the phone downloading new software, doing reboots and resets, etc. and finally the representative got the Vue working. Fast forward to the next day, I come home from work on my lunch break to work out and the machine is frozen again. I called I-Fit again and sat on hold for 45 minutes and was forced to hang up because I had to go back to work. I have called I-Fit over 20 times in the past 3-4 months and have been forced to hang up because I work and don't have hours to sit on hold waiting for a representative to answer only to spend another few hours being transferred from person to person, department to deparment with no solution to the issue with how to permanent fix my Proform Vue. I called today and spoke with EIGHT different people and guess what .... the machine is completely frozen. After being on the phone with I-Fit for over THREE hours, I was hung up on and the Vue is still completely frozen and un-usable. I have used the machine literally ONE TIME because it arrived non-functional and unable to be used. I am requesting a full refund of the purchase price and someone to come pick this broken machine up. I cannot use the machine as it does not work (it freezes up right after turning on) and I have not spoken with a representative yet that has been able to fix it and have spent countless hours on hold with I-Fit. I have numerous other ProForm equipment with no issues, but the ProForm Vue I was sent absolutely does NOT work and I need a full refund. My order # is PF11151093.

  

  Business Response

  Date: 02/03/2023

  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 reached out to an IFIT representative and they will be reaching out to you shortly to get this resolved.

  Thank you!

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19327225
  
  I am rejecting this response because:No, no order number has been provided nor has there been a response received to my email inquiring as to the status of this order that was allegedly placed to hopefully fix the equipment that the BBB complaint was initially opened. Absolutely no additional details or proof of placement of the order has ever been confirmed nor received. After the initial response from iFit, no additional information or proof of remedy of this broken Proform Vue machine has been received at all from the business. Please let me know the next step to follow if BBB will not reopen the complaint and the business will not respond regarding an update to this matter  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/28/2023

  Hello, 

  We apologize for the delay, your order number is ICS9600064 you may track it once it ships at www.ifit.com. Please let us know if you have any additonal questions. 

  Thank you 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19327225
  
  I am rejecting this response because: I want to know when this will ship and if it will not ship extremely soon, another solution/remedy to this issue is needed. It has now been 4 weeks with no update/shipping. I find it very suspicious that a company will not provide a refund for a machine that arrived broken, has functioned one time after spending over 2 hours on the phone with iFit downloading new software, doing reboots and resets, etc. and finally getting the Vue working only to fast forward to the next day, I come home from work on my lunch break to work out and the machine is frozen again. I am being forced to make monthly payments on this machine despite not being able to use it and iFit obviously not being willing or capable of providing a timely fix to their broken piece of equipment that is extremely bad business and would appear iFit doesnt guarantee the quality of their equipment nor value their customers time and commitment. I own several pieces of Proform equipment and was a devoted iFit user; however, at this time, I would never recommend iFit or any ProForm equipment due to the lack of willingness to fairly remedy this situation of a piece of broken and non-functioning equipment being sent to me right out of the box.

  I am paying monthly for a piece of equipment that I cannot not, and have not been able to use since receiving it with the exception of one time. I requested, and still am requesting, a full refund of the purchase price due to the machine (Proform Vue) arriving to my house non-functional and unable to be used brand new out of the box.

  

  Business Response

  Date: 03/02/2023

  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. 

  We have reached out to our parts department regarding your part order. They have confirmed that they have received the shipment in and are currently processing orders. Please allow **** business days for processing. You will receive tracking notifcation in an email once your item has shipped. 

  Thank you 

  
  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19327225
  
  I am rejecting this response because : I will update whether or not I am satisfied with this resolution once I receive confirmation that the part has shipped as well as after I receive the part that is supposed to fix the issue of the machine not functioning at all. I have little confidence considering the brand new machine arrived broken and non-functional. I am hopeful for a fix; however, hesitant considering brand new ProForm cannot make a machine that functions for more than one hour after hours of IT work obviously! I will update this BBB status after determining if this part I am supposed to receive truly fixes this broken ProForm Vue machine. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/03/2023

  Hello, 

  Thank you, please keep us updated. 

   

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19327225
  
  I am rejecting this response because : I will update whether or not I am satisfied with this resolution once I receive confirmation that the part has shipped as well as after I receive the part that is supposed to fix the issue of the machine not functioning at all. I have little confidence considering the brand new machine arrived broken and non-functional. I am hopeful for a fix; however, hesitant considering brand new ProForm cannot make a machine that functions for more than one hour after hours of IT work obviously! I will update this BBB status after determining if this part I am supposed to receive truly fixes this broken ProForm Vue machine. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/03/2023

  Thank you, we look forward to hearing from you. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19327225
  
  I am rejecting this response because: I will update whether or not I am satisfied with this resolution once I receive confirmation that the part has shipped as well as after I receive the part that is supposed to fix the issue of the machine not functioning at all. I have little confidence considering the brand new machine arrived broken and non-functional. I am hopeful for a fix; however, hesitant considering brand new ProForm cannot make a machine that functions for more than one hour after hours of IT work obviously! I will update this BBB status after determining if this part I am supposed to receive truly fixes this broken ProForm Vue machine. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/06/2023

  Hi *******, 

  Thank you, we competley understand waiting until the part has arrived. Please keep us informed if you have any other questions. Thank you 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19327225
  
  I am rejecting this response because:I will update whether or not I am satisfied with this resolution once I receive confirmation that the part has shipped as well as after I receive the part that is supposed to fix the issue of the machine not functioning at all. I have little confidence considering the brand new machine arrived broken and non-functional. I am hopeful for a fix; however, hesitant considering brand new ProForm cannot make a machine that functions for more than one hour after hours of IT work obviously! I will update this BBB status after determining if this part I am supposed to receive truly fixes this broken ProForm Vue machine. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/07/2023

  Hello, 

  Your item has shipped. Your tracking number is 1ZX8444W0347327561. Please let us know if you have any further questions. Thank you 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19327225
  
  I am rejecting this response because:I will update whether or not I am satisfied with this resolution once I receive the part that appears, per the tracking # provided, to be arriving later this week that is supposed to fix the issue of the machine not functioning at all. I have little confidence considering the brand new machine arrived broken and non-functional. I am hopeful for a fix; however, hesitant considering brand new ProForm cannot make a machine that functions for more than one hour after hours of IT work obviously! I will update this BBB status after determining if this part I am supposed to receive truly fixes this broken ProForm Vue machine. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/09/2023

  Hello, 

  We understand where you are coming from, please update us once the machine is repaired. Thank you 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19327225
  
  I am rejecting this response because:I will update whether or not I am satisfied with this resolution once I receive the part that appears, per the tracking # provided, to be arriving later this week that is supposed to fix the issue of the machine not functioning at all. I have little confidence considering the brand new machine arrived broken and non-functional. I am hopeful for a fix; however, hesitant considering brand new ProForm cannot make a machine that functions for more than one hour after hours of IT work obviously! I will update this BBB status after determining if this part I am supposed to receive truly fixes this broken ProForm Vue machine. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/03/2023

  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 purchased a Proform treadmill with iFit technology around January 2020. The treadmill worked great and I continued to use it in manual mode when my iFit subscription expired. I was told there was a new update in Dec 2022 to the iFit software and shortly after that, Jan 11 2023 I went to use it and the screen was stuck on the white iFit screen. I called a support technician through iFit and they walked me through a factory reset. When an error message, Supported API:3 showed up, the tech told me I would need to purchase and self install a whole new console. I asked if there was any way to continue to use the treadmill without the iFit software and she told me that there was not. The treadmill was completely useless without a new console and this would need to be purchased on my own. A company that is requiring frequent software updates and having issues with machines following mandatory updates, yet not helping replace or send new consoles for free to customers is fraudulent.

  

  Business Response

  Date: 02/03/2023

  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 a console has been ordered for you at no charge. 

  Are you in need of any further assistance?

  Customer Answer

  Date: 02/03/2023

   
  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. They have now ordered a new console for us! Thank you for your assistance!
  
  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.

  I purchased a Proform treadmill in early December and it did not function immediately upon assembly. Ive contacted customer service by phone, email and chat with no ************** has been over two months and I have been unable to use this expensive equipment.

  

  Business Response

  Date: 02/03/2023

  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 you were assisted this morning. 

  Are you in need of further assistance?

  Please let us know. 

  Have a great day! 

• Initial Complaint

  Date:02/02/2023

  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.

  The January update download crashed my treadmills cpu, there is only the white blank IFIT screen you cannot get off of it. The treadmill is now junk, I NordicTrack T 6.5Si Model # NTL17919.1 SERIAL No #*************

  

  Business Response

  Date: 02/03/2023

  ******, 

  I am so sorry to hear that you are experiencing issues following a recent update. I am hopeful that we can help you out. In order for me to send a replacement Console free of charge, I will just need some visuals of your screen displaying the associated error. 

  Please advise with this, then we will get you taken care of. Thank you!

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a nordictrack **** elliptical. Unit was lost in transit. Took them four months to get it to me. Was a complete disaster. Received the machine. Started working out recently, used machine about 50 times. Weld joint that bolts the monitor stand to the unit cracked completely. Machine is unusable. I have filed a customer service ticket. No response whatsoever. Im typing this as Ive been on hold for 50 minutes. No responded. I have had some poor customer services experiences in the past, but Ive never had any type of service that can come even remotely close to the poor customer service of ********************** and their nordictrack unit. Is it so hard to respond to a customer? Let me guess youre understaffed? No excuses. $1700 down the drainfor a young father of 3 trying to stay in shape and set an example for my boys, this is devastating both mentally and financially. Please respond and get this customer taken care of. Next step is the attorney general, final step lawyer. Not about the money at this point. Its about the principle of taking care of the people who take care of you. *********************, get your organization togetheryou have great branding and youre losing customers left and right because of poor customer service? How could your organization squander such an opportunity to own this space? Just take care of your people!Case number: ********

  

  Business Response

  Date: 02/03/2023

  Hi *****, 

  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'm happy to get this resolved for you. Please provide the following infomation so that we may get your machine added to your account.

  Serial Number:
  Model Number: 
  Date Purchased:
  

  Can you also please provide a picture of the machines issue (the damage), a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
  
  

  Customer Answer

  Date: 02/09/2023

  Customer response: 

   

  To be super clear, I purchased the unit and was charged on February 17th 2022 for $1763.36... and it took 3 months to arrive. I do not have a copy of my receipt as I have changed positions at work and lost all access to e-mails prior to July of 22. Attached are the pictures you requested. I am sure you can pull up the invoice in your own records. 

  Address is **** *********************************** *********** ** 46158. 

  Model: NTEL71420.5

  Serial: *************

   

  Again, I'm not sure the unit is fixable...unless your technicians can weld or unless you send a new machine stand but I am no expert. 

   

  Please respond with next steps and with resolution to this claim. 

   

  ***************************;

  

  Business Response

  Date: 02/20/2023

  Hi, 

  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.

  
  This morning we have looked into your account we will need a few images of the machine, Can you please send us the following images?
  A picture or screenshot of the receipt from the purchase of the machine
  A picture of the sticker on the machine that shows the model number and serial number 
  Lastly, three photos of the machine, with the full machine in the image.

  
  Please also confirm the best contact number, email address, and shipping address as well. 
  

  Thank you 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18973345
  
  I do not have the original receipt. I am sure you have the invoice in your system you could help me find, please. Here is the model and serial #there are pictures attached as well. 

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

  

  Business Response

  Date: 03/01/2023

  Hello, 

  I'm sorry I'm not seeing any pictures attached of the requested documentation. Can you please email them to **********************************************************? 

   

  Thank you 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18973345
  
  I will send them through to your e-mail now. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/02/2023

  Hello, 

  Thank you for emailing me those pictures, We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email. Please let us know if you have any questions.

• Initial Complaint

  Date:02/02/2023

  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 reached out on January 12th for support to replace my console for my **** NordicTrack treadmill because the console is stuck in a continuous loop as a result of an update sent to my treadmill. I was told to call back after 10 days if my order number ICS9581473 had not shipped and they would see what they could do. I waited 15 business days monitoring the shipping tracker which currently states shipment details not available yet. You will get notified when your item is shipped. When reaching out to the company to see what could be done, I waited 4hrs on hold which helped me progress no further in my quest for resolution to this problem. I reached out utilizing chat rooms only to have the connection disconnected multiple times when I was at number 5 and under to talk to someone. I am now reaching out to the BBB for help with resolving this issue because I cannot make contact with anyone to replace my console for repair of my treadmill or replacement of my **** treadmill if replacing my console is not possible.

  

  Business Response

  Date: 02/03/2023

  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 your order for you and I do see this part is currently on back order.  Once we receive a shipment we will have it shipped to you as quickly as we are able.

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

  Thank you
  
  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18959154
  
  I am rejecting this response because: To date iFit has not provided me with a replacement console or otherwise fixed the defect. As a result, the treadmill has been rendered totally inoperable from January 12, 2023, to present. 
  
  Sincerely,
  
  *******************************

  

  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.
  

  We are working on getting your order to you as quickly as we're able, we apologize for the delays!

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

  Thank you