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

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  230 S Main St. Highlands, TX 77562

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:01/27/2023

  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,
  
  *********************************

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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 workout equipment from Costco in the fall of 2020, it included free iFit software for one year, since I bought two pieces that made it two years. Two years later on October 26th, 2022, I received an email telling me that my membership had been converted to a month-to-month membership that I could cancel anytime and that I would be charged $39 + tax every 30 days (please see attached document) On November 28th, 2022, my credit card was charged a full year membership $419.76
  
  I am attaching the email I received on October 26th, 2022 in Outlook format to maintain email headers information.

  

  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 the machine return. We completely understand where you are coming from on this matter. 

  
  We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We can’t do anything with this account until the dispute has settled. 

  Our IFIT Membership Team has gone ahead and reactivated your account. Your new expiration date is Jan 31st of 2025. If you have any further questions, please call our Billing team at ###-###-####.
  
  Thank you
  

  
  

  

  Business Response

  Date: 02/01/2023

  Hi *****, 

  Our apologies, your account has been deactivated. 

  Thank you 

  Customer Answer

  Date: 02/06/2023

   
  
  Better Business Bureau:
  
  
  I was notified by my bank that iFit has reimbursed me the charges. I want to thank you for your assistance in this matter, and I would also like to thank iFit for doing the right thing in my eyes.
  
  
  
  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.

  we purchased The commercial **** from Nordic trac on september the 13 2022. We have had nothing but issues with the screen not working. There is no way of using this machine without having the screen on the machine work. It is not easy to troubleshoot the problems that we are having and its next to impossible to get a person to talk to on line. Not to mention they are always rude. This is not a small purchase **** dollars you except a little more help. And because where we are located there's no possible way that they will send someone to help. I do not have buyers remorse what i do have is a product that is useless to us and less then 4 months old. I did a lot of research before purchasing this product i thought it would be a great purchase as it turns out nothing but problems and no where to turn to get help. Thank you

  

  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.
  

  Please provide the following information so we can get your machine registered.

  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL:
  SHIPPING ADDRESS:
  MODEL #:
  SERIAL #:
  DATE OF ****************** OF PURCHASE:
  

  Thank you!

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18901934
  
  I am rejecting this response because: I need to hear back from them on what they are going to do with the complaint. As of now all there asking for is Information regarding the equipment that i purchased. There is not a response of how they will handle it and therefore i would like to keep the Ticket open until i hear back from them. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/06/2023

  Tell us why here.

  FULL NAME:*****************************
  PHONE #: ***********
  2ND PHONE # (optional):**********
  EMAIL: *******************
  SHIPPING ADDRESS: **** *************************************** **
  MODEL #:NTL14122.3
  SERIAL #: *************
  DATE OF PURCHASE: 09-12-2022
  PLACE OF PURCHASE:.. online

  

  Business Response

  Date: 02/06/2023

  Hello-

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

  Thank you for providing that information, where online was the machine purchased from?

  Thank you!

  Customer Answer

  Date: 02/07/2023

  The product was purchased through Nordictrack ******
  

  

  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.
  

  Thank you for providing that information.  Please provide additional information on the issue you're having with your machine.

  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.

  Purchased a NordicTrack **** treadmill in December of 2019. Also purchased the extended warranty and have renewed the IFit membership each year since. In November of 2022, the treadmill stopped working. After numerous attempts to reach support, the issue was finally diagnosed and a new console was ordered under warranty by an iFit representative on 11/29/2022. The next day I received an email from *** Service asking if I would like to schedule a technician to install the part. I waited a week or so to respond since I hadnt yet received a delivery date for the part. When I followed up with a phone call I was told that the part was due in Dec 1st, that I could probably install it myself, and that I could experience further delays if I requested installation by a technician. Since that time I have again made numerous attempts to contact support about the status of my order with no success. The order number is ICS9550539.

  

  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 have looked into this part order for you and I do see it shipped on January 26th and is expected to be arriving to you tomorrow 1/31.  ******** tracking number is 1ZX8444W0347171345

  Thank you!

  Customer Answer

  Date: 01/31/2023

   
  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. The part was delivered today.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 22, 2022 I received my Nordic Track R35 Bike for $1615. Putting it together we realized the track the seat was supposed to sit on was defective and when you sit and pedal the seat scrapes on the track and doesn’t attach properly. The defective piece was shipped to us already assembled. We called every number we had and spent hours on hold multiple days in a row only to be hung up on. We submitted multiple tickets online as directed with pictures and videos, and weeks later still no response. I finally called the return line on January 20th and a person by the name of Angela Barrios told us to yet again send more pictures and videos. It has now been another few days we have emailed her repeatedly with no response. We need a full refund and for the bike to be picked up as we want nothing to do with this company at all.

  

  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 resolved for you. 

  However, after reviewing your account, we do not have your machine registered on your account. 

  Can you please provide the following information to take care of your registration along with pictures of the issue?

  MODEL NUMBER-

  SERIAL NUMBER-

  PURCHASE DATE-

  PURCHASE PLACE-

   

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Nordic trak sent us a defective product. Never once being able to be put together, and did not respond once to help us with it. And now that we want to return it you want to charge us a fee? Absolutely not. We aren’t paying a single dollars for a product that was never given to us in working condition. We essentially never received what we paid for to begin with.
  
  Sincerely,
  
  ********** *********
  

  

  Business Response

  Date: 02/15/2023

  Hello, 

  Again, if you'd like to process a return, the fees will apply. 

  Our billing and returns team is on stand by to process once you're ready. 

  The fees will apply- 

  $149.00 - 10% processing fee & $250 - return freight fee.

• Initial Complaint

  Date:01/25/2023

  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 11/22/2022 a Case was opened(21328858) for a broken bolt under a newly purchased Treadmill. Due to lack of response/none, an additional Case(21390997) was opened on 12/5/2022. I have received 3 emails from the Company asking for the same items. Name, address, model and serial number as well as photos. This has all be sent five (5) times and as of now, we have heard nothing. Our last email to IFIT was 1/18/2023 asking/requesting a follow up. No email, call, text, etc. The online chat will not help and when you attempt to call, you must be on hold over 50 minutes to reach anyone and again, no resolution.

  

  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'm happy to get this resolved for you. Can you please tell me which parts you are needing replaced? 

  Thank you 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18896601
  
  I am rejecting this response because: It is not just parts.  The repair will require a Certified Technician familiar with their equipment.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/31/2023

  Hi *****, 

  We are happy to send out a tech to install them. Please specify which parts are needed. 

  Thank you 

  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 as long as the they follow through with their agreement.   The deck/base of the treadmill, has two (2) broken bolts only accessible when you lift the deck of the treadmill.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/01/2023

  Hello, 

  Please refer to the parts key in the back of your user's manual and specify which part is needed. We want to make sure we get you the part needed.

  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 this stage in the process.   The parts(s) needed would be Key No. 16 and Key No. 8.  Quantity of two (2).  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/25/2023

  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 was able to instantly order and buy a treadmill from Nordic Trac but Try to get any help or customer service is next to impossible. Shameful and painful experience. Who has the time to wait hours and multiple days on hold only to communicate with a robot. I opened multiple cases through their website and never heard back from anyone. Horrible experience that has wasted hours of my time. I love my treadmill but I will never buy another Nordic trac. They dont support their customers, at all. Worst company support Ive ever dealt with. Non existent.

  

  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 have looked over your account and do see there has been an order placed for a console.  This part is currently on back order and we are working on getting it shipped out to you as quickly as we are able.  We apologize for the delays!

  Thank you!

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18896575
  
  I am rejecting this response because: At the time I ordered it it said 2-3 weeks. I have opened multiple cases with Nordic track and Ive literally spent hours trying to talk to someone to troubleshoot the issue in the first place. I had to turn to you tube and call a local machine repair man that ultimately told me to order a new console. This response is cookie cutter robot response. I do not understand how there are no actual people to talk to. The system should have known it was back ordered when I ordered it. This company clearly does not represent or stand behind their products or care about their customers. I waited on a text chat for 4 hours to even order this part. Its just not fair. This response solves nothing. 
  
  Sincerely,
  
  *********************

  

  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 can assure you we will get your part to you as quickly as we are able.  Once we receive a shipment we will have it sent out to you.  We do sincerely apologize for the delays!

  Thank you!

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18896575
  
  I am rejecting this response because: Circles. 
  
  Sincerely,
  
  *********************