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

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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: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:

  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 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!

• 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:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new NordicTrack - Commercial **** Treadmill from BestBuy on 09/22/22 for $2706.24. A few days later the deck on the treadmill broke. I tried reaching out to NordicTrack but sat on hold for hours, asked for a callback to never receive one. I ended up speaking to an agent via chat who said they couldn't do anything. I reached out to BestBuy on 10/03/22 who no questions asked sent me a brand new replacement treadmill. Once it was shipped and delivered, the treadmill worked fine for about 3 weeks. While I was running, the belt suddenly stopped and never began to spin again. Everything else worked fine. Once again, I tried calling NordicTrack/iFit customer service, sat on hold for hours and was unable to get thru until engaging with the chat online. Since I purchased the additional service plan, the support team said it was the motor controller so they would order it and send out a technician to install/fix it. A couple weeks later, the part was delivered and the technician installed the motor controller and everything was great. The treadmill ran for another 4-5 weeks and boom same exact issue. This time I knew not to reach out via phone to waste my time and instead reached out via there chat. Support diagnosed the same problem and sent out the motor controller once again except this time they wouldn't send out a technician. They sent me a ******* video and said I needed to install the part myself. It was a new policy for the year. A couple weeks later the part came, I watched the ******* video and installed the part fairly quick and easy. Once again very excited to use it for 3 days! Once again in the middle of my run the treadmill belt abruptly slowing down. Not like before where it would abruptly stop it just went to the slowest moving speed without stopping. I'm to a point now where I just want to return it, give it back because I'm convinced this treadmill will never work correctly. Compounding the issue with how bad Nordictrack support is.

  

  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.
  

  I have looked over your account and see that parts and service has been set up for you.  Your order number is ICS9594239 & ICS9579225.  You can track that at the link below:
  **************************************************************************
  

  Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you 
  
  

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18939023
  
  I am rejecting this response because: This response seems ridiculous and generic. All they ever do is the same thing over and keep throwing new parts at my brand new out of the box treadmill. At one point and after so many issues when do they finally say, you know what your right your brand new top of the line treadmill has broken down so many times now we want to make it right to you. Instead you just want to do whats easier, more convenient and more beneficial for you not me, the consumer. I need somebody to make this right!

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

  

  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.
  

  As the machine was not purchased directly from us you will need to contact the retailer from where the machine was purchased if you'd like to discuss a refund or exchange, I do apologize.

  Thank you!

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18939023
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/26/2023

  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.

  On 11-28-22, I purchased the ProForm Pro 5000 Smart Treadmill with 14” Touchscreen 30-Day iFIT Family Membership, online, from Walmart. It was delivered on 12-6. It was assembled on 12-7. I registered the product with proform the same date. On that same date, I filed an online claim as there was a part that came damaged. On 12-23-22, I received my first and only response from ifit member support. On 12-27-22, I responded with the requested pictures and info. I emailed on 1-5-23, 1-17-23 and 1-26-23. I have received no response. I have called and no one ever picks up being on hold for over an hour. I have tried the chat which never connects. I am appalled by the customer service. I have a constant leak from this equipment damaging the flooring and am constantly being scratched due to the edges of the machine not to mention the other issues that I pointed out, with pictures, in my claim and follow up email. I would like someone to come to my home to assess and repair all needed issues or replace in full. I am extremely disappointed by proform and ifit.

  

  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.
  

  Please refer to the exploded diagram in the back of your users manual and identify the key numbers for the damaged parts.  Based off of the provided images, the leaking looks like it is lubricant from the machine.

  We are happy to assist you with parts and service.  If you're wanting to return the machine you would need to contact the place you purchased the machine from to discuss that further.

  Thank you!

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Due to the many issues surrounding this machine and the lack of customer service, I am returning this machine. 
  This case can be closed. 
  
  
  
  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 letting us know! Again, we do apologize for any frustration this has caused.

  Thank you.

• Initial Complaint

  Date:01/26/2023

  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 S22i Bike mid January 2022. It worked fine until the end of December 2022. The console screen started flickering going in/out and flashing on/off. It got to the point where the whole screen would just go black and I could not use my bike. I made an online help ticket in early January. No one called me so on Jan 7th I called and *** called me back. She did a visual inspection and sent out three wire cables in the mail, l which I rec'd a week later. There were NO instructions on these wires and I have no idea how to fix, where they go, how to take apart my bike. I need an iFit Tech to fix it.I have called NUMEROUS times (1/12,1/13,1/16,1/18, 1/20,1/23,1/25) and left my phone for call back, submitted help tickets and NO ONE will call me back or respond. I need an IFit TECH repair my console so I can get it working again. The 1 year warranty has now expired, however I contacted IFIT and let them know of my issue when the bike was still under warranty and covered.I am incredibly frustrated just like most others on this site, as no one picks up the phone at IFit, no one calls back, no one answers the support ticket. I also am paying my $30 month fee (I paid lump sum annually) and my bike console is broken.I need help please. Thank you BBB I appreciate all of your help so I can get my bike fixed.

  

  Business Response

  Date: 01/30/2023

  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 issue resolved. 

  Please check to see if the green LED light is lit on the power brick. 

  Please also check to make sure all current wire connections are intact and secure. 

  Have you done a pin hole reset?

  If you're unable to install the replacement parts, we'd be happy to send out a tech to install them. 

  Please let us know. 

   

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18934711
  
  I am rejecting this response because:  I am answering IFIT's questions.

  Yes the green light is illuminated on the power brick

  Yes the wires are secure

  Yes I have done the pin hole reset

  YES please do send a tech out to install the wires and fix my bike.

  Thank you!

  
  Sincerely,
  
  C ******

  

  Business Response

  Date: 02/01/2023

  Hello, 

  Thank you for the additional information. 

  We went ahead and set up a service order to have a tech come out and install the wires for you. 

  They will be contacting 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: 02/03/2023

   
  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.
  
  Sincerely,
  
  C ******

• Initial Complaint

  Date:01/26/2023

  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 husband ******************************* purchased a Nordic Track spinbike (model number EB02117.1) around the end of November 2020. Product delivered 12/28/2020. March 2021, we noticed a loud knocking sound coming from the bike when in use. June 16th 2021-husband waited three hours to speak with a rep from Ifit parts department who sent him a ******* video and said they would mail him a new resistance motor (part number ******) so HE could install it. My husband followed the ******* video directions and installed the new resistance motor. The same knocking sound was noted indicating the issue was not resolved. My husband called customer service again (another 2.5 hour wait to speak to a rep) and another resistance motor was ordered and they said a technician would come out to install it. After a few months passed with no communication, my husband called Ifit back (another 2 hour wait) and was THEN scheduled a technician named *****, since Ifit had forgotten to do it previously. 10/4/2021-Ifit tech came and said the resistance motor was not working and she said "she would have them order a new part." Heard nothing from anyone. husband texted ***** 11/8/2021 asking for an estimated time for the part to be shipped and was told "no estimate due to pandemic". Heard nothing for a few months, so we called Ifit back and they told us ***** had signed off that the bike was fixed. Due to this incorrectly filed report by Ifit tech, we had to purchase another warranty with Ifit in order to try and get our issue resolved. ***** has come out to service our bike multiple times and multiple parts have been ordered (control panel, multiple resistance motors), and still our bike doesn't work. Last communication with Ifit 1/19/2023-they put in an order for another resistance motor part #******, after ***** came to service the bike 1/13/2023 and said the resistance motor is not working, when she was supposed to be installing a CONTROL PANEL.

  

  Business Response

  Date: 01/30/2023

  Hello-

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

  I was unable to locate an account with the provided information.  Please provide the phone number and email associated with your account as well as any part order numbers you have.

  Thank you!

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18808084
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find my issue is still not resolved. I would like to be refunded for the cost of the Nordic bike as well as the cost of the new extended warranty we had to buy due to the fact that the company has not resolved our original issue with their product. As can be seen in my original complaint, this issue has been going on for almost two years now. That means for almost two years, this company has been unable to fix their own product. It has been two years of having to wait for hours on the phone to speak to a customer service representative, only to be told the same thing, it has been two years of having a technician come out and tell us we need to have another part ordered and delivered, it has been two years of not being able to use a product that we spent a good deal of money on. Keep in mind, my husband and I both work full time and have had to take time off to be available for the technician to come to the house as well as have had to dedicate work hours to waiting on hold trying to speak to someone for help. I have attached some of the text messages sent from the Ifit technician to my husband as proof of the continued lack of resolution with this product and with this company (I have others I can send as well). Thank you for your time. 

  

  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 am still unable to locate an account, can you please provide any old service or part order numbers you have or provide the phone number associated with your account so we can look into this for you?

  Thank you!

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18808084
  
  
  

  My husband ordered the Nordic bike his name is *******************************. His phone number is ************. I am not sure what you mean by an account number. My husband and I had a family plan with Ifit and now we have switched the plan to individual under my name, *********************************. I am attaching the order confirmation/bike registration for the bike.

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

  

  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 have located an account with that phone number.  Please provide additional information on the issue you're having so we can better assist you.

  Thank you!

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18808084
  
  I am rejecting this response because:

  In my original complaint response, I went into great detail and took a great deal of time to provide an accurate breakdown of my grievances with this product and this company. Once again, I feel as if my time is being wasted and I am being given the run around rather than having the main issue actually being addressed. The fact of the matter is, that it has been almost two years since my husband bought this product, and we have only been able to use it for a total of about three months. If you refer to my original complaint response, my husband and I have dedicated numerous hours of our time to waiting on extensive wait/holds in order to speak to a customer service representative as well as have had to take off of work every time the technician has been scheduled to come out. Everytime the technician has come out, we have been told we need to have a new part ordered due to it being "faulty." The last time the technician came out, she was supposed to be fixing the control panel, which she didn't even assess. I know this because my husband had the box containing the control panel on the kitchen table and she was in the basement assessing the bike. She then told us we needed to have another resistance motor ordered, which was supposedly the original issue when all of this first started. Frankly, I have reached out to the BBB because I have received nothing but frustration from trying to navigate the appropriate channels to receive help from this company. With that being said, if this company has failed to resolve this issue over the past two years, I do not see how it will be resolved at all. As such, I will not be purchasing any other products from this company and want my money back for the nordic bike as well as the extended warranty we were forced to purchase due to the fact this company did not resolve the issue in a timely manner. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/07/2023

  Hello-

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

  I have reviewed your account and see you are covered under the extended warranty for parts and labor.  Please contact our extended warranty department (***) at ************** M-F 7AM-5PM MST so they can assist you with this.

  Thank you!

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18808084
  
  I am rejecting this response because:
  
  

  If the ******************** is able to help with this issue why was it not offered as an option to us two years ago when this issue first started? If the warrantee department is not able to assist me with getting my money back for the bike and the warranty I had to purchase, then I do not want to be put on hold for two or more hours to try and talk to someone from that department, for nothing to be done. The fact that the original solution was to send my husband a part and have him use a ******* video to try and fix the product, illustrates to me that there is a fundamental problem with this company.  In addition, after our most recent visit from the Ifit technician, 22 days ago, we were told that another resistance motor would need to be ordered. (Making this the fourth one we have had to order). With this in mind, I was apparently sold a faulty item and I want my money back. Thank you. 
  Sincerely,
  
  *********************************

  

  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.
  

  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your ********************************************************************************** return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.

  The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.

  You can go online at ************************************************************ to further review if you would like.

  You will need to contact our extended warranty department at ************** for assistance.

  Thank you!
  
  
  

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18808084
  
  I am rejecting this response because:

  I have tried to be understanding, polite and professional with this company but it seems like my pleas for help are being ignored. How do I know that your company is not producing these products to become faulty after the 30 day return warrantee has expired? We started having issues with our product about 90 days after purchase. So you are telling me, that as a business, your customer service policy entails forcing your costumers, who have spent thousands of dollars on a faulty product, to keep going back and forth with your company forever, in the hopes of getting some kind of resolution? To me, this whole process has felt like a scam and I cannot believe this issue has been allowed to go on this long. If you are able to access our records then you can see how many times we have had to reorder parts and have had to schedule an Ifit technician to come out and evaluate the bike. ONCE AGAIN THAT EQUATES TO HOURS OF OUR TIME BEING DEDICATED TO TRYING TO FIX A PROBLEM WITH YOUR PRODUCT. WE HAVE NOT BEEN ABLE TO GET YOUR COMPANY TO COME FIX YOUR PRODUCT FOR OVER TWO YEARS NOW. How does that not constitute a reimbursement? And now you are telling me that after all of this, as a paying costumer, I am just expected to keep my broken product, which is just sitting in my basement, and I am supposed to keep calling your company and having to take off of work to have a technician come out, who has not been able to fix your product in over two years? Once again, I could care less about your thirty day return policy due to the fact that that condition should only apply when the product is not broken. I have been sold a broken product by a company that is refusing to fix the issue. I want my money back, as any paying customer would, for being sold a faulty product that will never be fixed, per your company's standards.

  
  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.
  

  I am very sorry, as you are not within the 30 day window we cannot offer a return or replacement.  Please contact our extended warranty department so they can hep get this resolved for you.

  Thank you!

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18808084
  
  I am rejecting this response because:
  

  I just called the ****************************** as you advised, and the representative informed me that the only thing they could do to assist me would be to submit another service contract, with the same Ifit technician, to come out and fix (this will be the FOURTH) resisistance motor. With this being said, this does not help me at all. So what would you recommend we do now since obviously trying to go the route you keep saying we have to take, is not working. If this issue is not resolved now, your company has basically stolen our money and left us with a broken product that you will not/cannot fix and will not reimburse us for. As a business, you should be aware that there are extenuating circumstances where you may need to reimburse your customers for a faulty product. As such, you also need to do your due diligence in providing your costumers with every option, up front. In all the hours we have spent speaking to customer service, no one mentioned being able to have our machine exchanged. We would have done that two years ago instead of having to deal with all of this. Once again, just give me my money back since you are not fixing the issue.  

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