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

2,250 total complaints in the last 3 years.
227 complaints closed in the last 12 months.

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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:01/30/2023
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 NordicTrack treadmill in January 2019 and purchased the accompanying workout service, iFit, at the same time. Both the extended warranty and the iFit software have been renewed without a gap. On Tuesday, Jan. 17, 2023 my treadmill quit working. I have tried every website, phone number and chat box to schedule maintenance:
1-18-23 - used their online request for service submittal form. waited 5 days for response. none.
1-22-23 - used online request for service submittal form again.
1-25-23 - finally found a phone number. called and was on hold 20+ minutes.
1-27-23 - tried website address offered by the 'hold' announcements. waited for an agent to pick up in the live chat box. nothing.
1-30-23 - found a different phone number and called again - on hold 17 minutes. Tried live chat box again and waited 20 minutes. Tried again a couple of hours later and have been waiting 30 minutes.
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.
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 **********. You can track that at the following link:
***************************************
If you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 02/05/2023

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:01/30/2023
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 an S22i *********** on 1/16/2021 for $2546. 98 (including tax, delivery, 4 year warranty, and iFit extended membership). Order number is NT7484495. The equipment hasn't worked for several months; the console doesn't turn on and we have tried all of the reset options available on the iFit support site. We can't reach anybody on the site and the "bot" just puts us into a mobius strip of unhelpful and irrelevant information. We have waited on phone queues for 2+ hours on several occasions - due to "heavier than usual call volume" - and finally got through on January 26. We were told that **************** would send replacement parts and schedule an appointment with a technician to fix the studio cycle. Neither of those things have happened and we can't get through to anyone to help us. We have filed several online forms requesting support and gotten no response. Just this morning we were auto-billed $433.62 for an annual iFit membership even though we can't use the equipment and have reported this on multiple occasions. Order #IF24735295. So now we have to dispute that charge on top of everything else. Again, we can't get through to anybody and the chat bot on the iFit support site keep hiccuping and restarting and is of no help whatsoever. We are so frustrated. We feel ripped off and feel that iFit is a deeply flawed and irresponsible company.
Business Response
Date: 02/01/2023
****,
First and foremost, I just want to apologize for the troubles you have faced thus far in working with us to get your machine repaired. I assure you we know it is not always a small undertaking to be in touch with us, so your patience, and willingness to remain in contact is much appreciated on our end.
That being said, I was able to check your account for updates on the order. In doing so, I was able to see it appears the Console has shipped from our warehouse as of today, and the anticipated arrival date of the replacement piece to your home is Monday 2/6. This means the road to rectification is nearing it's end, and you should have a properly functioning machine very very soon. Because of this, I did want to inquire with you before rebutting the charge for the iFit Membership. Should you wish to keep the membership, I can ensure any/all missed time is reinstated. If you are still wanting to proceed with cancelling, that is also something I can inquire on for you. Please advise.
Thank you again for your outreach, and patience!
Customer Answer
Date: 02/02/2023

Complaint: 18954243

Better Business Bureau:

Hello, thank you for your response, which I currently reject since the issue still hasn't been resolved. I won't consider it resolved until the part arrives and the equipment is repaired. Regarding the iFit annual membership charge, I DO WANT TO BE REFUNDED because I already purchased an additional year membership when I purchased the studio cycle, which I haven't even activated because the equipment has been broken for the past several months.

Sincerely,

*****************************
Business Response
Date: 02/02/2023
****,
I will reach out now, and see what we can do on a cancellation/refund for the iFit Membership. Please give me a few days to get that situation evaluated, and squared away. Thank you!
Initial Complaint
Date:01/30/2023
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.
NordicTrack treadmill has stopped working. Tried to contact customer support, took over an hour for them to answer my call, then part way through the agent hung up on me. Issue has not been resolved.
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.
I'm happy to get this resolved for you. Can you please tell me what your console is doing? is it black? white? or stuck on a screen? Did you do a update? any infomation you can give us on it will be helpful.
Thank you
Customer Answer
Date: 02/02/2023

Complaint: 18954255

I am rejecting this response because:
I cannot reach the support line. I have tried to call them multiple times.
Either I cannot reach an agent or when I do I am dropped and no returns my call.

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.

I'm happy to get this resolved for you. Can you please tell me what your console is doing? is it black? white? or stuck on a screen? Did you do a update? any infomation you can give us on it will be helpful.
Thank you
Initial Complaint
Date:01/30/2023
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 my NordicTrack Commercial **** NTL17229 treadmill in July of 2020 and paid $2299. Due to the forced update my treadmill will not work. It wouldn't go past the white ifit screen and now the screen is blank. I have tried all the methods to reset it. I have called the customer service line multiple times but I am unable to get anyone on the phone. Waiting as much as 3 hours before giving up. The machine itself is outside of the warranty however after doing research I have learned that this is not an isolated incident. This was a software update done by ifit pushed through to machines that caused them to not work anymore. The company wants customers to pay $500+ for a new console when the issue is their fault. Its not normal wear and tear, this was caused by the company alone. The treadmill worked without any issues before this software update that was force out and caused my machine to be unusable. This isn't right and their will be a lawsuit is in their near future.
Business Response
Date: 02/01/2023
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 have placed an order for a replacement console for you.
Order number-ICS9597638.
The console is currently out of stock.
We will get it sent out as quickly as possible.
We appreciate your patience and apologize for the delay.
Have a great day!
Customer Answer
Date: 02/01/2023

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:01/30/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Nordic Track S27i with White ***** Delivery that was delivered and setup on 1/20/23. The bike was setup without a stem post, the monitor does not tilt or pivot and force has to be used to get it to turn side to side. There is s**** missing on the frame and the whole is stripped out, there are also screws installed that have been stripped out. The handlebar and the seat are supposed to have gas struts for easy adjustment. That does not appear to be the case. I have submitted pictures vis chat and email and still no response.I have made numerous attempts via chat, telephone, and email to contact someone. After over 11 hours on the phone, and hours sitting in a Chat session on hold, and no response to emails. I am concerned with the product that was delivered and how it was set up.There is a 30 day return policy and I have spent nearly 7 of those days trying to get in contact with someone to rectify this issue. I do not want to be stuck with a poorly put together bike. I spent over $2K for a bike that was not setup properly and missing parts by NordicTrack's delivery and setup team.
Business Response
Date: 02/01/2023
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 have been assisted.
Please let us know if there is anything else we can do to help.
Have a great day!
Customer Answer
Date: 02/08/2023

Complaint: 18953721

I am rejecting this response because my issue is still not resolved. I did attempt to make contact and spent another 2+hours on hold. The rep took my complaint and stated that the warranty would cover the missing/messed up parts. However, This bike was less than 2 days old when I started trying to make contact. I will not accept this response until my bike is in the condition of a new bike and all parts have been provided and installed. You chose ***** as the *********** Service provider and they did a crappy job installing and setting up. I am the one left with an incomplete and improper installation. I need it fixed and my bike able to be used by me and my wife. Currently, my wife cannot lift the seat or the handlebar.

Sincerely,

***********************
Business Response
Date: 02/08/2023
Hello,
We apologize.
We have reached out to the tech requesting them to contact you as quickly as possible to schedule your service visit. Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/30/2023
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 am a consumer who purchased a NordicTrack Commercial **** and had it delivered just about 4 months ago (Ordered on 9/24/2022, delivered 5 days later on 9/29/2022). Within the 3 months the machine was operable, we loved our purchase and ran on the treadmill almost every day. Unfortunately for us, just 90 or so days after getting this $2,300 treadmill delivered, it is broken.On 1/3/2022 we noticed that the walking platform had broken in half and almost caused me injury - my foot went through the platform during a run and caused me to trip and almost fall. This then led me down a VERY difficult path of working with the NordicTrack servicing team. After approximately 5 hours on hold and speaking with representatives, this is my situation:1) I did not have an operable treadmill just ~90 days after having it delivered.2) I have 2 part orders open with no actual ETA for delivery. The first was opened 1/3/2022 with no update. 3) Only after I have received these parts can I schedule a technician to come and look at my machine.4) Should the technician find anything else wrong, I will be out a treadmill for even more time.When I spend $2,000+ on a product, I expect it to work for more than 3 months. It should work for years without service of this kind, and I am TRULY concerned by both the product quality and by the servicing structure. I have wait over a month for a part just to SCHEDULE a technician who may or may not find additional issue with my treadmill.This is unacceptable service and I would like a new treadmill or more expedited service given it was only operable for 3 months. My equipment was faulty and the company should stand by their product.
Business Response
Date: 02/01/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

After reviewing your account it appears that the walking platform is due to be restocked within the next **** business days.
Your order will ship out soon after ***********.
As for the walking belt, we have reached out to our parts team for more information.
We typically hear back with in 24 hours.
We apologize for the delay and appreciate your patience as we get this resolved as quickly as possible.
Let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/02/2023

Complaint: 18952874

I am rejecting this response because:
This response is not acknowledging two items I would like to be taken care of and addressed:
1) I believe I received a faulty product in the first place. It broke with regular use in just 3 months. I believe I should be entitled to a replacement rather than waiting months for a fix.
2) Your response does not include an element I was informed of by your ******** Service agent just this week. I quote: "We expect to have this part available on 2/13 . At which time it will then go through quality checks which can take about 3-4 weeks before shipping out to you." Your response does not include these additional delays and is misleading.
At this point there are only two acceptable resolutions for me:
1) Allow me to return the treadmill for a full refund so I can go with another, more responsive and higher quality product.
2) Exchange my treadmill for a new treadmill as mine was clearly faulty to have broken so fast.
Waiting 2+ months to fix a treadmill that I only had operable for 3 months is unacceptable and to me. Also note - there is NO GUARANTEE these two parts will fix my treadmill. There is a potential situation where a technician will arrive weeks from now to tell me I need additional parts/service.

Sincerely,

***********************
Business Response
Date: 02/02/2023
Hello,
We apologize, a return/replacement is not an option.
We must continue to wait for the parts to resolve the issue with your machine.
We apologize for the delay.
We will get this resolved as quickly as possible.
Customer Answer
Date: 02/02/2023

Complaint: 18952874

I am rejecting this response because:
I find the time to resolution ambiguous and unacceptable. Please provide the estimated time both parts will ship as soon as possible.
Is there any upper limit as far as your acceptable time to resolution?
I also must note: This was a dangerous situation in which I ran on a damaged unit and could have easily hurt myself. The treadmill gave no notification of the physical damage and I tripped several times before inspecting the unit and reporting this issue. I have now been rewarded for that experience by NordicTrack with many hours on the phone (mostly on hold), waiting for agents on a chat, and now responding to your unwavering and unspecific replies. This has me wondering what volume of defective units you are dealing with and has eroded my faith in the product and company.
I would be very happy at this point to have you pick up the unit, return my money, and part ways going forward.
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.

Again, we have provided all information about the part orders that we currently have.
The walking platform will be shipping out within the next **** business days and we are still currently waiting to hear back from our parts team with an ETA for the belt.
We will provide more information once we have an update.
We apologize for the delay.
Customer Answer
Date: 02/03/2023

Complaint: 18952874

I am rejecting this response because: I still have no resolution or timeline to resolution. I also am observing complete intractability on behalf of NordicTrack. This is unacceptable service and I feel has been a bait and switch. They have my money - all I have is no timeline and a broken treadmill. I will continue rejecting these messages until I am provided a real resolution. Shame on NordicTrack.

Sincerely,

***********************
Business Response
Date: 02/06/2023
Hello,
Your part order will be shipping out within the next **** business days.
You can track your order at anytime at iconservice.com using your order number.
Please let us know if you have any questions.

Customer Answer
Date: 02/06/2023

Complaint: 18952874

I am rejecting this response because:
I have two part orders and you have not been specific. Please be specific in your responses.
Sincerely,

***********************
Business Response
Date: 02/07/2023
Hello,
Part order number-ICS9574292
for the walking platform will be shipping out within the next **** business days.

Part order number-ICS9576582
for the walking belt will also be shipping out within the next **** business days.

You can track your orders at anytime at iconservice.com with your order number.

Customer Answer
Date: 02/10/2023

Complaint: 18952874

I am rejecting this response because: While I appreciate the further clarity in dates, I would like to keep this case open until satisfactory completion of my service. I want to make sure that my warranty has been properly paused during the down time, and that this issue is fixed by the parts I have ordered. If I face even more downtime with my treadmill after servicing, I would like to understand if there are further options for recourse in receiving a refund/exchange.

Sincerely,

***********************
Business Response
Date: 02/10/2023
Hello,
Both of your part orders have shipped out.
Tracking links-
********************************************************************************************************************************************************************************
********************************************************************************************************************************************************************************
We're happy to add the total downtime to your warranty.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/30/2023
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.
We made the mistake of thinking a four-step process for an installation of their Nordic Track Vault would be simple enough for us to do ourselves. Well, it is extremely heavy and anything but simple. NOt only that, but we have spent days, weeks even on the phone attempting to schedule a white glove provider to put the machine together. It will cost $169.00 to do this, and they have charged us, but we still have not heard from anyone about installing it. That noted, we are also being charged by iFit, a service we have not been able to use because the machine is not installed. I would like for all iFit fees to be credited and haulted. I asked this at the outset.
Business Response
Date: 02/01/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I do see the technician has stated they have tried to contact you, I have given them the number provided on this complaint and have asked them to reach out to you for scheduling.
Thank you!
Customer Answer
Date: 02/01/2023

Complaint: 18951823

I am rejecting this response because the one missed called I received, I called right back and was left on hold for nearly an hour with no resolution. I am also being charged for iFit which we have not been able to use because our machine has not been set up.
I am insisting on a refund and a hault on charging our card until we are able to have this machine assembled.

Sincerely,

***************************
Business Response
Date: 02/02/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
If payments are cancelled it will cancel the service. I do see an appointment has been set up to get this taken care of for you.
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.

Sincerely,

***************************
Initial Complaint
Date:01/30/2023
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.
12/22/2022 - Purchased a NordicTrack 2450
01/03/2022 - Received the NordicTrack 2450
01/05/2022 - Contacted iFit about a missing bolt for the stand
01/06/2022 - Contacted iFit about the incline feature is inoperable. You cannot speak to anyone; all this was done through chat because there is no phone support available. I was told the circuit board was bad and that I would receive one in 7-10 days.
01/24/2023 - It has been three weeks since we received a defective product from NordicTrack that cost us $2,736.75. The treadmill has never been used, as it’s been inoperative from day one.

My wife has contacted iFit a number of times about installing the part. The rep offered to schedule a technician to install the part, and we accepted. Later, the rep rescinded this offer, saying they do not have a contracted technician in the area. To follow up on this, we cannot find a technician either.
I have submitted a dispute to TD Retail Card Services for a defective product and will not be paying for this machine. NordicTrack has demonstrated complete indifference to the fact that you sent a defective machine that is unusable and that has, in fact, never worked.

We believe the best option would be for NordicTrack to retrieve the treadmill, waiving any restocking or return fees, as the seller has not fulfilled its onus of providing a usable product nor made any meaningful effort to rectify the situation.
Business Response
Date: 02/01/2023
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 our service department and we have set up a technician for you. The technician will be contacting you within 3-5 business days for scheduling. Your service order number is **********.
If you have any questions, you can contact our Member Services at ************** (****)
Thank you

Business Response
Date: 02/17/2023
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 not able to offer what you are asking, we do apologize. If a dispute has been filed it can take up to 120 days to be resolved.
If you have any further questions, please call our Billing team at ###-###-####.
Thank you
Customer Answer
Date: 02/17/2023

Complaint: ********

I am rejecting this response because: IFit has decided to make no attempt to resolve this situation.

Sincerely,

***** ******
Initial Complaint
Date:01/27/2023
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.
On Dec 29, our Proform treadmill screen started blinking on and off rendering it useless because it wouldn't boot. My wife contacted the company via chat that night and was on hold for 1 hour before someone responded. After describing to the rep the problem, the rep from service ***** without troubleshooting said that it was a software problem, and directly gave the software ****h number. My wife called the software ****h and waited another hour for some one to say that software couldn't help until the service ****h took a look at the unit. She asked to be connected to the service ***** but was *** after hours. The rep also stated that there was no record of the chat. She called the service **** back on Dec 30, and the rep *** stated that our extended warranty was not valid for labor, despite us having our account say it was valid until March 2023. She paid for the service visit for approximately $150 despite asking for the rep to check the warranty for coverage. On this date, the rep said that it would take 5 business days for us to be contacted by a service technician to schedule. My wife asked for the supervisor to call her, which the rep said she would and never did. The tech called during the first week of Jan to schedule for the second week. The service tech arrived during the second week of Jan (16th) and couldn't diagnose the issue, so recommended a new screen and wiring. The screen is on backorder and the wiring showed up within a few days. On Jan 27, I checked on getting refunded for my labor charge and within the warranty ***** they confirmed that the extended warranty did cover labor, but they couldn't refund anything, only the original service **** could and we needed to contact them. I then called the service **** only to be told that they don't see the call from earlier and the warranty isn't valid. Over the course of these events, we have been on hold for nearly 5 hours of time and have no working treadmill as of Jan27 despite a warranty.
Business Response
Date: 01/31/2023
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 have reviewed your account and it appears that the console currently has not ETA.
We will have more information in the coming weeks about our restock dates.
You can also track your order at anytime at iconservice.com with your order number.
Again, we apologize for the delay and will get this resolved as quickly as possible.
Customer Answer
Date: 02/02/2023

Complaint: 18941821

I am rejecting this response because:it does not address the main complaint in question. The main complaint is in regards to payment of a service in which is covered under warranty. The warranty covers labor up until March 19,2023. We were charged $159.00 that is covered by warranty and should be free.

Sincerely,

***********************
Business Response
Date: 02/03/2023
Hello,
Your manufacture labor warranty has expired. Did you purchase an extended warranty?
Customer Answer
Date: 02/04/2023

Complaint: 18941821

I am rejecting this response because:yes I had purchased an extended warranty and warranty for labor doesnt expire until March 19,2023

Sincerely,

***********************
Business Response
Date: 02/06/2023
Hello,
Thank you.
After reviewing your account, the extended warranty team has already set up a service order for you.
The tech will be in contact with you to schedule your visit.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/06/2023

Complaint: 18941821

I am rejecting this response because:I am wanting to be refunded the $159.00 I was charged for the first tech visit, because my extended warranty covers labor until March 19, 2023. This is the initial complaint that you have yet to address.

Sincerely,

***********************
Business Response
Date: 02/07/2023
Hello,
We've submitted a form to request a refund for the charge.
Once it has been approved, you will then receive a refund within the next ***** business days.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/09/2023

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:01/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
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On 3/15/2020 we purchased a NordicTrack **** Commercial Treadmill (NTL17219.1) for $2,299.99. After two good years with the treadmill, in December 2022 NordicTrack/iFit pushed a software update to the treadmill (we have no way to opt in or out of these updates). This software update "bricked" our console. We are unable to use our treadmill, and we are unable to get a response from the company as to a resolution here.The entire functionality of the treadmill is dependent on the tablet, which has stopped functioning since they pushed this software update in December. Now our $2,000 treadmill is completely inoperable. We have tried factory resetting it to no avail. It is just stuck on "white iFit" and we can not use it. Apparently this is a widespread issue for iFit with many many people online having the same issue, all starting at the same time. We have attempted numerous times to call customer service, but have not successfully gotten to a live person. We have tried the chat feature on the website as well - no response. My wife and I submitted a case with customer service on January 8th, 2023 via the website, and we have still not heard back from the company here.I was very satisfied with our purchase at the time, but am incredibly disappointed by the current situation and lack of response from the company. My understanding is that we need a new console in order to get the treadmill back to working again, and it is my hope that iFit will respond and assist us in fixing this.
Business Response
Date: 01/31/2023
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.
Is your console just black? Is there any errors?
Please provide the following information.
Model number:
Serial number:
Date of purchase:
Place of purchase:
Thank you!
Customer Answer
Date: 02/02/2023

Complaint: 18941003

Thank you for helping here. I am only rejecting this response because were not resolved yet. My answers are below and a photo of the serial number is attached. As indicated in the prior message and in our complaint on the ifit website (ticket number in prior note).
The error again: My machine is stuck on the white ifit screen. Performing a system reset gets the machine stuck on an android screen. Restarting once again gets the machine stuck on the ifit screen.
Model number: NTL17219.1
Serial number: *******
Date of purchase: 03/15/2020
Place of purchase: ********************************************

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.
Thank you for providing that information! I am having an IFIT representative reach out to you to assist you with this.
Thank you!

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