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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 24, 2023, I was able to speak to a representative (******) and explain that I received an error code and my treadmill was inoperable due to the error code. The representative was excellent and identified the problem and ordered a replacement part (console) within a short period of time. I have tried to track the progress and expected the console to ship quickly, but it hasnt even been processed (ICS9590217). Realizing its going to take longer than expected, I tried to contact IFit support to find out if this loss of use due to faulty equipment would extend my membership. If I cant use my treadmill at all, even manually, then the time I paid for should be extended. I finally received an email saying I could use the app even without my treadmill. I only use the treadmill with the app. I would like my console shipped immediately and I would like my membership extended for the lost time that I paid for.
Business Response
Date: 02/02/2023
*****,
First and foremost, I just want to apologize for the delays on the order. Right now we are facing an overload on Console orders due to the update malfunction that cause many Consoles like yours to become inoperable. We have had to send mass amounts of Consoles into work order, and at this point are simply waiting for them to arrive in warehouse so that we are able to ship them out. It appears a batch is going into work order on 2/15, and I have submitted a Build and Ship form for you guys, ensuring you will be amongst the first to receive a replacement out of that batch.
Please rest assured that we will most definitely apply any lost time to the warranty, or iFit Membership. All downtime will be compensated once the issue is resolved to ensure you are receiving every last day. We appreciate your ongoing patience, and willingness to work with us. Thank you!
Customer Answer
Date: 02/02/2023
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.at least as it stands now. Obviously I understand the problem youre having to manage. But, at the end of the day, my machine sits and is useless. If my IFit membership time is added and I can get the console on and running and figure out how to dispose of the old one, Ill be satisfied.
it is a very frustrating time and your contact info by phone, chat, email and bots is not customer friendly.
Sincerely,
***********************Initial Complaint
Date:02/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a nordictrack commercial **** a few years ago. My equipment is still under warranty. It is no longer working and have been trying get a hold via email,live chat, calling (being on hold for hours) Instagram, FB to have my warranty cover this $2000 treadmill. No answer. I was however able to speak with a live person once I chose option Sales to purchase. But once I mentioned I need my equipment fixed they said they need to transfer then confirm no one is in that department to help but I have to transfer cause I cant help. Very frustrating.Business Response
Date: 02/02/2023
*****,
I am very sorry to hear that you have had such troubles in getting in contact with us. We understand that at times it is not always a small undertaking to do so, so please know we appreciate your ongoing patience and willingness to reach out.
At this point I would love to ensure that you are taken care of as promptly as possible, so we can get the present issues with the machine on the road to rectification. Please reach out with a general timeframe that you could take a call sometime either tomorrow, or early next week. Once we have received your response we can put you on our call out schedule, and ensure you are taken care of.
Thank you!Initial Complaint
Date:02/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received the ** Commercial S15i bike I received it 1/21/2021. After purchasing new from NordicTracks website. The serial number is ************. Sometime in November-December 2022, the bikes screen stopped operating. Due to being postpartum, I had to pause using the bike actively due to Doctors orders in the preceding months to the equipment failure.On January 9, 2023, I submitted a web claim.On January 11, 2023, I waited on hold to speak to a representative for 8 minutes.On January 30, 2023, I responded to the web claim, as I had never received a response on the first two contacts.On January 30, 2023, I waited on hold to speak to a representative for a whopping 2 hours and 47 minutes.Not only does NordicTrack have poor customer service, they have NON-EXISTA** customer service. I still have not heard anything back from them on the issue with the screen, therefore the bike is not usable, and my iFit membership is null for my purchased equipment. I have never received such poor or as mentioned, non-existent service from one of the largest fitness equipment suppliers in the market.Business Response
Date: 02/02/2023
*****,
I am very sorry to hear that you have had such troubles in getting in contact with us. We understand that at time it is not always a small undertaking to do so, so please know we appreciate your ongoing patience and willingness to reach out.
At this point I would love to ensure that you are taken care of as promptly as possible, so we can get the present issues with the machine on the road to rectification. Please reach out with a general timeframe that you could take a call sometime either tomorrow, or early next week. Once we have received your response we can put you on our call out schedule, and ensure you are taken care of.
Thank you!
Customer Answer
Date: 02/02/2023
Complaint: ********
Please contact me by phone between 2:30 and 4pm EST, or Monday 2/6 between 1-2pm EST.
Phone number, ************.
Sincerely,
***************************Business Response
Date: 02/03/2023
*****,
The soonest I would be able to call is 2:30PM EST on Monday 2/6. I know this is a little outside of the timeline you expressed, but I am hoping this can still work. If not, please advise on a better timeline. I can make anytime between 4:30-7 PM EST work next week! Thank you.
Customer Answer
Date: 02/06/2023
Complaint: 18966170
Available times: 2/6 after 3:30PM EST2/7 after 5:30pm EST
2/8 after 5:00pm EST
2/10 after 2pm EST
Please advise on which time frame you plan to call.
Sincerely,
***************************Business Response
Date: 02/06/2023
*****,
I will plan on calling you tomorrow, 2/7, around 5:30 EST. Look forward to speaking with you then!
Customer Answer
Date: 02/07/2023
Complaint: 18966170
Hello, you called at 4:40pm EST, and I had just stepped away froto let my dog inside, and you did not leave a call back number? Is that standard practice? Could you please specify another time and call within that window so I can be sure to be right next to my phone if you do not provide a call back number. I just want my screen repaired so I can use my machine.
Sincerely,
***************************Business Response
Date: 02/09/2023
Avrie,
I apologize that I missed you on our previously scheduled call. I did not leave a callback number because I do not have the capability to take inbound calls, I only am available to call outbound to you to get situations such as this taken care of. I will plan to call you tomorrow, Friday the 10th, between 3-5MST to get this taken care of. Thank you!
Customer Answer
Date: 02/10/2023
Complaint: 18966170
Hello,We have a doctors appointment from 4-5pm EST. I am available from 3-4pm EST today or after 5pm EST. Thank you
Sincerely,
***************************Business Response
Date: 02/13/2023
*****,
Thank you for taking that call with me. I am hopeful that this will rectify the issue, but look forward to keeping in touch with you until we have confirmed that the machine is working as it should be. I did place the order for the replacement wires, and also made sure to expedite it accordingly. As mentioned during our call the order information should be coming through in a separate email within the next few minutes, but just for good measure the order number is ICS9607744 and it can be used to track at iconservice.com/order/status.
Thank you!
Customer Answer
Date: 02/19/2023
Complaint: 18966170
I am rejecting this response because:The wires arrived and were installed, and did not rectify the issue. I need a screen replacement.
Sincerely,
***************************Business Response
Date: 02/27/2023
Avrie,
Thank you for reaching out. I appreciate you seeing all plausible options through, and for your ongoing patience throughout this process. Because at this point we know indefinitely that the Console is the issue, I did go ahead and get that order placed. You should be receiving a separate email with confirmation information, however, just for good measure the order number is ICS9620694.
Please let me know if you have any other questions or concerns! Thank you.
Initial Complaint
Date:02/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Nordic Track Treadmill in 2020 with a 10 year warranty. The treadmill is registered with iFIT under ********************* *************). It was very sparingly used and would not turn on in Dec 2022. My husband called and was told it was a known console issue and they placed a replacement part order (# ICS9571634). He was told **** days for the part to arrive and then a technician would come out to replace the part. 5 weeks later, the part still has not shipped. He called back and the representative created a Build and Ship order, stating he would reach out with the outcome within 2 days. He did not. I have been calling all week for a follow up. Finally reached a representative today. The part will not ship from the manufacturer to their warehouse for another 3-4 weeks (maybe), then **** days from there to our house, then time for the tech to come repair. So, that is 3 months or more without a treadmill. Also, this is a known issue with the console and no one knows if this has been corrected, so could repeat. Users online without a warranty are stating they are quoted over $800 to replace it. I asked for a new treadmill and was told "we do not replace for ONE part" but this part is the CONSOLE of the treadmill, so it is not usable without it. They offered to extend my warranty by the number of months that my treadmill is inoperable. But this was a very expensive purchase with very horrible support.Business Response
Date: 02/02/2023
Rada,
I am very sorry about the delays surrounding the Console orders. I assure you we are ready and willing to compensate accordingly, as well as we are doing all we can to get them sent out hastily. At this point our only option is to wait for the replacements to come in, as it is not plausible for us as a company to replace every machine that we are experiencing delays on parts for. I understand this is frustrating, and this is why we are, as mentioned previously, prepared to compensate you.
That being said, because a Build and Ship form has been submitted in your behalf, you will be amongst the first people to receive replacements as soon as the order does come in from our manufacturer. We also will ensure all orders are expedited out at our expense. Please do not worry about the software related issues, our software specialists were made aware of the malfunction very early on, and have since handled the issue to prevent from further damages.
We appreciate your ongoing patience so much, and assure you we are working tirelessly to handle this situation. Thank you!
Customer Answer
Date: 02/06/2023
Complaint: 18964185
I am rejecting this response because:The only compensation mentioned has been "We can extend the warranty by the amount of months it takes us to fix the issue", which is no compensation at all. Additionally, I was told by a representative on the phone that the "Build and Ship" submitted for us has been rejected. This is an issue that your software engineers created by pushing out an untested software update. I did not even know my machine had automatic software updates enabled. I thought I had to agree to each one. They need to figure out how to reset the consoles to the previous version of software since there are no consoles coming in. Making your customers wait for months is not an acceptable solution.
Sincerely,
*********************Business Response
Date: 02/06/2023
Rada,
I understand the frustration regarding this issue, and apologize for any grievances this has caused you or loved ones. We understand these pieces of equipment are essential to many, and are doing what we can to get the situation rectified as quickly as possible. That being said, once the error has incurred for you, there is no way of reversing the damages which leaves us to wait on the necessary replacement parts.
As far as compensation goes, we most definitely will apply any downtime to the warranty, but are also prepared to offer you time on an iFit Membership completely free of charge. Once you have received the replacement Console, and the machine is back up and running we can discuss the time on an iFit Membership further. Thank you!
Initial Complaint
Date:02/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a Nordictrack VC29 upright bike from Dicks Sporting Goods on 12/26/22. I assembled the bike on 1/1/23. On 1/5/23, my wife was using it for the first time and the petals would not turn. We attempted to contact Nordictrack/ifit to get repaired. Called the warranty and service number three times over the next week and was in on hold for over two hours each time. I attempted use the chat feature with no response. Finally got a email sent and got a case number back say they would respond back on 1/16/23; case number ********. Never heard back so I went to ****'s for help. The person at Dicks tried to call twice and was on hold for over two hours. He gave up and used the chat option. He got someone on there after **** hours on 1/30/23 and they gave him the run around and finally quit answering him. The person commented that it is their busy season and assisting as fast as they can. This person would not take the time to call my cell phone that ***** was giving her and would not even use the case number provided. There is no other way to contact this company and very fustrated with the lack of concern and service. This is a simple warranty repair.Business Response
Date: 02/02/2023
*******,
First and foremost, I just want to apologize for all of the troubles that you have faced in attempting to be in contact with us. We understand it is not always a small undertaking to be in touch, so your patience and willingness to continue working with us is much appreciated.
I would love to call out and get you taken care of within the next few days, please advise on a time that could potentially work for you to do this. Thanks again, we look forward to hearing back soon.
Customer Answer
Date: 02/02/2023
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:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a treadmill in Aug of 2020.In October the treadmill stopped working. Attempted to contact them on several occasions, would sit on hold, at one point for 3 hours. Of course their hours of operations are the same as our work hours so it isnt convenient to sit on hold for 3 hours at a time. Finally after weeks of trying we got ahold of someone and they sent a technician out to look at the problem in December. He told us that we needed a new screen. We of course had to pay for the service. We then attempted for weeks to call CS to get a screen ordered. Again sat on hold for multiple hours, after about a month, finally got someone and were told it would cost $600 to replace. Because the warranty ran out in November. In the meantime upon doing research, weve learned that an update was done automatically that caused this issue. We cant use the treadmill without the iFIT screen either. So now I have a $2000 piece of machinery sitting in my basement not functioning. Im also paying for a service that Im not using because the treadmill doesnt work. Due to the time its taken to get a hold of someone our warranty has run out on parts and we are on the hook for it.Business Response
Date: 02/03/2023
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 youCustomer Answer
Date: 02/06/2023
Complaint: 18962096
I am rejecting this response because:
A voicemail was left for me by *******, she provided a phone number to call back to and they hours they were open. She also stated she would follow up with an email. I checked several times for an email and never received one. Since I didn't receive an email, I attempted to call back on Friday once returning home, I called back and was told that the customer service area I called closed at 4p MST, although the voicemail left by ******* stated they were open until 6p MST. So again I am sucked into the customer service nightmare. I called another number that I had and was on hold for 45 minutes. Called back a 3rd number I found and got someone to speak with me, *****. He proceeded to ask for a video, I attempted to provide one but it wouldn't go through, I then sent pictures as he requested, after going back and forth with him, he proceeded to tell me my warranty had expired(which should have already been noted in our previous calls), since it was expired he stated I needed to contact the parts (non warranty) area, but they were closed. We have been trying to get this resolve prior to our warranty running out and continue to be in this vicious circle or a runaround by the IFit (NordicTrack) customer service. I have invested $2000 in a product that only worked for 2 years. In addition I continue to pay for a service that I can't use. When we speak with someone we have to rehash all the information we have provided several times. They sent out a service person who told us we needed a new console and still have to provide video and pictures. We paid $180 for the service guy to tell us that the console is dead and we need a new one. In addition I have heard from others that if you do get one ordered you may never get it, as they have been on back order for months. At this point I feel like they need to provide compensation for no use of the treadmill, the IFit membership and the time we have spent on the phone.
Sincerely,
*************************Business Response
Date: 02/09/2023
Hi *****,
We have decided to go ahead and send you a one time courtsey console. Your order number is ICS9604385 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 youInitial Complaint
Date:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On the Nordictrack.com website on the rowing page if you pull up the rw700 rower there is an offer for $39 for 48 months for the rower. I used financing on the order and placed the order. After ordering I wanted to look up the model so I could download the user manual and I found out that the company is sending me an older version of the model that is posted on their website. This is very shady as I paid the full $1941.26 for an older product than the one I thought I was receiving.Business Response
Date: 02/02/2023
Hello,
We have reached out to our ****************** and they have confirmed that the model you ordered was NTRW15121 and it is currently in transit to you. Is this the model number that you have?
Thank you
Initial Complaint
Date:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a treadmill from NordicTrack/iFIT on 11/25/2022 along with an extended warranty. It began to malfunction on 1/29/2023. It is unsafe to use. I attempted to reach out through a live chat to get help. No response. I tried calling but it was a Sunday. I waited until the next day during normal business hours. Still no one would respond through live chat and I was put on hold over the phone for 1 hour and 50 minutes. Meanwhile I kept trying to reach out through live chat. No response. I filled out many online ticket requests for assistance. I received emails stating my request was received and that someone would contact me. It is now 1/31/2023 and Im going through the same thing as yesterday; no response through live chats, and Ive been transferred by every human Ive spoken to back to the line that no one answers. Ive currently been on hold for 65 minutes. I called the returns department to request a return/refund but have been denied because its been more than ***************************************** purchasing a treadmill someone answers right away but then they tell me they cannot help me schedule a service call and transfer me to the line that no one answers.Business Response
Date: 02/02/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.In looking into your account, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order is ICS9596509 currently in transit to you. You can track that at the following link:
**************************************************************************
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 02/03/2023
Complaint: 18961270
I am rejecting this response because:a part was ordered without knowing what is defective on the treadmill. What am I supposed to do with the part. I am not fixing the treadmill myself. I have a manufacturers warranty in addition to an extended warranty, which includes parts and service. I have not been contacted to schedule a service appointment. I cannot continue to call this company. Every time I call I am on hold for a minimum of 60 minutes before speaking to a person. Each person I have talked to does not know how or chooses not to explain how this problem can/will be corrected.
Sincerely,
*****************************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.Were able to set up a service order for you. That service order number is SO-2721392. Please allow **** business days for the tech to reach out for scheduling.
Thank you
Initial Complaint
Date:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a treadmill in December of 2020.. This treadmill broke almost exactly 2 years later. I tried to contact customer service to see about having the treadmill fixed. I first contacted them on 12/23/22. Each attempt resulted in over 90 minutes on hold without reaching any individual, and unfortunately they are only available during business days. I tried reaching out via their online portal at support.ifit.com. This resulted in reply emails telling me to call the number that I have already been trying to call. Eventually I was able to reach someone yesterday who directed me to yet another number who in turn transferred me to another number. I have since been able to talk to 3 people over the past month of trying, all of which have transferred me to waiting queues of which I have spent over 90 minutes at each attempt on hold. I finally was able to get in touch with someone via chat who did not want to speak with me as my machine was no longer in warranty. I told them that I was willing to pay someone to fix the machine without a warranty. They advised me that:"We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will be $159 before state and local tax and any trip fees. The technician will come out to the home run diagnostics and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts. You will then contact us to order the parts and then we can set up a return visit for $65 as long as its within 30 days of the visit. Once the service is paid for, a technician will contact you within 3-5 business days. Payment for service is non refundable."then when I tried to schedule this, they advised me that "there is a $50.60 trip charge added to any visit they take.". They will not listen to any diagnostic attempts I have made so far to try to minimize trips. This, in my opinion is awful customer service, and essentially a money grab.Business Response
Date: 02/02/2023
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 service order has been set up and the tech has called and left a voicemail.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/05/2023
Complaint: 18961274
I am rejecting this response because:The issue continues. It took over 1 month to get a technician on the phone, and I will not be able to get them to my house until MAYBE march. I have spent over 10 hours on hold, and continue to have to fight just to get someone to my house. I have already paid the company over $200 JUST to start the process of scheduling a technician to my house. Then It will take another $120 or more PLUS the cost of whatever parts they want me to buy to get the machine fixed. They have told me that they will only do diagnostics on the first trip, and will require a second trip. This is what they tell me over 1 month before they will even get a technician to my house. For a company that is BBB certified, they should be much more devoted to customer service, however this is by far one of the absolute worst customer service experiences I have ever encountered.
Sincerely,
***********************Business Response
Date: 02/06/2023
Hello,
We apologize.
We have reached out to our service team requesting them to contact you as quickly as possible.
Please let us know how the visit goes.
Initial Complaint
Date:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a NordicTrack commercial ****, serial number *************. For the last six months, the motor has been stopping when run over 8 mph even though the treadmill indicates its still moving. Recently, it wont elevate either. I have filed a customer service request for a warranty response. The parts should still be under warranty. I have tried their electronic chat, and it just leaves making out the computer. Ive tried their helpline and been on the phone for hours just waiting for a live customer service representative, and they always say that an agent is on the way and one never shows up on the phone. they are completely responsive to my request on their website and I have no way to contact them. Ive read on the Internet that other people have this problem and have been sent a new replacement motor control board. I am really just looking for them to respond to my request for assistance, but they just ignore me.Business Response
Date: 02/02/2023
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 spoke with an agent.
Have you contacted our sales and service team to set up a diagnostic visit?
If not, they can be reached at-************.
Please let us know if you have any questions.
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