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:01/20/2023

  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 bought the elliptical (FS14i) on Oct 31, 2022 and it was delivered around mid-November. I paid for in-room assembly ($300 extra) and less than two weeks later, the left arm was wiggly and loose. I submitted a ticket online to their ************* on Dec 5, 2022 and I have yet to get any resolution. I submitted a video and the serial number as requested and it is Jan 19, 2023 and still no response from Nordic Track. They will ask you questions which you have already answered seemingly to delay addressing the issue. I have not heard back on my last submission of answers to them since the end of December. There are multiple online reviews from others with the same complaints of not able to receive service for these rather expensive machines. I want to bring this to the BBB attention as they are not conducting business fairly given my need for service, and that of others it seems, is within the warranty period.

  

  Business Response

  Date: 01/24/2023

  Hello-

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

  In looking into your account today, we were able to order parts for you and set up a service order as well. Your part order is ICS9589756. You can track that at the link below:
  **************************************************************************
  
  They were also able to set up a service order for you. That service order number is SO-2716418. The tech will reach out to schedule your appointment once the parts have arrived. 

  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: 01/26/2023

   
  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:01/20/2023

  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.

  I purchased a NordicTrack **** Treadmill on January 12, 2023. I paid for their professional service to have it installed, assembled & set up AND to have IFIT turned on, fee I paid was $199. The purchase price of treadmill $2299 plus set up *********** totaled $2704.09. The treadmill was delivered on January 18th, technician put it together & immediately just with turning it on it made a loud knocking banging sound. I got on the treadmill (I am a ****** Marathon runner & run daily) & at running pace the treadmill dangerously slowed down & sped up, then when pushing the Stop button iit comes to an immediate halt, not a gradual slow down as all treadmills do. Meanwhile knocking sound is so loud it can be heard upstairs. Technician said he would put in a repair order, the entire treadmill needs to be replaced. I tried running on it again then noticed threads from the belt & immediately got off, lifted up the ********************** it the belt is shredded. I have had several calls into their customer service **** & all calls have been unacceptable waiting on hold. One of many calls today was 3.5 hours long. I have asked for a refund as it is a dangerous, hazardous treadmill to *********** family. I was told no refund WITHOUT paying their $250 fee PLUS 10% restocking fee. I purchased AND paid for professional assembly of a brand new treadmill, not one that now requires possibly the main component to be replaced with other issues down the line. They will not take it back without me paying the fees so that's what I did as it is too dangerous to run on. I'm looking for some help in getting some resolution to getting my FULL refund of $519.49 of fees. Apparently they also charged me sales tax as well. I shouldn't have to pay a fee plus 10% of an unusable brand new piece of machinery. And their **************** needs to be reported as the worst I have ever experienced. I waited by my treadmill yesterday for a return virtual call for over 4 hours & never received a call back.

  

  Business Response

  Date: 01/24/2023

  Hello-

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

  In looking into your account today, I do see a return is already in process.  

  If you have any further questions, please call our Billing team at **************.

  Thank you
  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18868120
  
  I am rejecting this response because:

  We received a refund notification which we do not agree with the refund amount.  As a note, there was no breakdown to explain the amount.  Amount not being refunded is $250 plus a restocking fee of 10%, and the $199 professional setup fee, plus taxes.  So we are being taxed for a second time on this broken and dangerous equipment which makes no sense why they are charging taxes. Total paid was $2716.58, as of today IFIT changed refund amount to $1969.18 which is a difference of $734.91 we are being charged(not refunded.) We don't agree with being charged period for equipment that was damaged at delivery with a dangerous unusable belt. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/24/2023

  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 sent this information over to our Billing team for you and have them further review your account. They have confirmed that we have a return policy in place that we need to abide by. The return policy states If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents. If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.

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

  If you have any further questions, please call our Billing team at **************.

  Thank you
  
  
  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18868120
  
  I am rejecting this response because:

  The machine, **** treadmill was damaged apparently BEFORE it was delivered, BEFORE we even received it. Either by the manufacturer or by multiple shipping. NordicTrack's policy DOES NOT apply to when a customer receives a damaged unusable brand new treadmill. That policy applies if the customer damages it and or changes their mind, neither did we do. NordicTrack shipped to us a faulty machine that we never even got to use. We did NOT damage it & only knew it didn't work by getting on it for a few minutes. NordicTrack IFIT can check the IFIT log that shows I am correct. Their NordicTrack 'policy' is not acceptable. If this was a machine that I had been using for 2 plus weeks & changed my mind when in their 30 day policy that would be different but it's not. It's an unused brand new defective treadmill.  If this isn't resolved I will need to resolve elsewhere.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/25/2023

  Hello-

  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and 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 have confirmed that we have a return policy in place that we need to abide by. The return policy states If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents. If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.

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

  However, we were able to waive the 10% processing fee of $247.89 you can reference this with the following number: 60358894

  If you have any further questions, please call our Billing team at **************.

  Thank you
  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18868120
  
  I am rejecting this response because:

  Although NordicTrack IFIT waived their "processing fee" this needs to be left open until I receive my full refund. Purchase price was $2704.09 that's including sales tax & $199 for assembly & set up. I understand I cannot get a refund of the set up of that I paid for of a unusable, unsafe treadmill AT delivery & set up so I expect to have that deducted from my refund plus their $250 shipping charge of a returned item(even though it's defective.) NordicTrack states in their policy "NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund." That policy doesn't apply to me as NordicTrack cannot "assess" wear & tear of a machine we did not use AND a machine that was delivered defective.

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

  

  Business Response

  Date: 01/26/2023

  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.

  We have sent this information over to our Billing team for you and have them further review your account. They have confirmed that we have a return policy in place that we need to abide by. The return policy states If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents. If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.

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

  If you have any further questions, please call our Billing team at **************.

  Thank you
  
  

• Initial Complaint

  Date:01/20/2023

  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 Pro-Form treadmill in February 2022 at a retailer (BJ's Wholesale. I started having issues with the treadmill in June, the belt would stop working mid work-out, one morning it stopped suddenly and I fell. I called the customer service team at Pro-Form - ********************** to inform them of what was happening and i was sent a U-tube video to watch and was told that the belt was tight. My husband and I watched the video and he fixed the belt, Few weeks after, the problem re-occurred I called, the tech trouble shoot virtually and ordered a part. It took weeks to arrive, the part was replaced, and few weeks after the same issue reoccurred. The machine stop suddenly again. The mother board was replaced twice and the controller. Each time this happen, I am unable to use the machine. The latest problem occurred in November, I tech came out, issue wasn't resolved and I am still waiting on a part. I called numerous time and the wait time each time is 3 hours or more. One day I waited 5hrs only to be told they can't help, I just have to wait. They refuse to replace the equipment stating that I didn't purchase directly from their website even though the product was registered with them and it is still under manufacturers warranty. I haven't been able to use the treadmill for an accumulated 6 months and I have had it for less than a year. The controller doesn't work and I cannot use the equipment. My last called to them on 1/19/2023 I was told that the part is not in stick and I should wait 2-3 weeks and check back. The customer service is horrible, a supervisor or manager won't speak to me. The agents are all overseas and understanding them is difficult most times. One hung up on me once after waiting over 3hrs to get someone. It is unfair that I have an equipment less than a year old, that was registered with the manufacture and they refuse to replace it because it wasn't purchase directly from their website. I have technicians come out 4 times. Please assist.

  

  Business Response

  Date: 01/24/2023

  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 we submitted a form to try and get the parts out to you sooner.  We are working on getting the parts to you as quickly as we are able, we are very sorry for the delay.

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  Thank you
  
  

• Initial Complaint

  Date:01/20/2023

  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 exercise bike and a 1 yr ifit membership was clearly advertised. That benefit was the deciding factor to purchase the bike. Received the bike today and setup when I tried to activate the membership it stated it was no longer valid.

  

  Business Response

  Date: 01/24/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter. 
  

  We have reached out to our Ifit Membership Team, they have let us know if you can take a picture of the code and send it in to us hey will honor that year. 

  Thank you 

  Customer Answer

  Date: 01/24/2023

   
  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 pending receiving detailed instructions on where to submit the photo of the membership code to be redeemed.

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

• Initial Complaint

  Date:01/20/2023

  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.

  I recently purchased a Proform Carbon EL Elliptical. The delivery and assembly took place on January 19th. Just after assembly I tried the machine and it made a lot of noise, did not work properly and there is a burning smell. I have tried for hours to reach iFit customer service without success (by phone, chat or customer service website). It seems impossible to reach out to their customer service although the product is brand new and under guarantee. The product model is PFEL55921.1 and the Serial model is *************. I strongly advise not to purchase any product to iFit due to their inexistant customer service.

  

  Business Response

  Date: 01/24/2023

  Hello-

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

  In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well. 

  Your part order is ICS9587549. You can track that at the link below:
  **************************************************************************

  Service order number: SO-2715484

  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 
  
  

   

• Initial Complaint

  Date:01/20/2023

  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 the nortitrack s22i with the mat and dumbbells and all for a total of over $2,400 back in December of 2020 for my wife for Christmas. I would say we used it about a dozen times. They say when your done using it to simply unplug the machine, so we do every time after using it we moved in September 2021 and didnt attempt to use it again until November 2022. When we plugged it in it sparked at the machine and now does every time we attempt to plug it in. They have a 2 year parts warranty on the machine. My wife started emailing iFit 11/11/2022 with no response. Bought and registered in December 2020 and emailed 11/11/2022 so thats within the 2 year parts warranty. For the last 4 weeks I have called once a week and sit on the phone for about an hour until I eventually hang up because I have other stuff to do when I get home. I dont know what to do but for the money I spent, iFit/nortitrack should and needs to stand by their warranties with their machines or give us some sort of refund so we can take that money and I can self diagnose the problem. This whole experience has been a total disaster and I didnt expect this from nortitrack or iFit. Spent a lot of money all ready to build a workout room in our basement and bought other workout equipment just to have a $2,000 bike sitting there and not working, very disappointing!!

  

  Business Response

  Date: 01/24/2023

  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 unable to locate an account with the information provided, please provide the following information so we can register the machine.

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

  Thank you!

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution could possibly  be worked out but I would need to be able to respond back to their response. How can I do that?
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:01/19/2023

  Type:Product 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.

  Nordictrack treadmill stopped working after an ifit firmware/ software update to the console. Tried reaching out to customer service with no luck. Seems like a wide spread issue with other owners of the same treadmill.

  

  Business Response

  Date: 01/23/2023

  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 a video of the issue and provide the following information.

  Model number:

  Serial number:

  ********************** of receipt from the time of purchase:

  Thank you!

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18857486
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/24/2023

  Picture of model and serial #sent. Wont allow to send video. 

  

  Business Response

  Date: 01/25/2023

  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.
  

  Can you please describe what the console is doing? Also, we did not receive an image of your model and serial number.  Please try sending that again.

  Thank you!

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18857486
  
  I am rejecting this response because:
  Hello the model# is NTL14119.1 and serial #*************. Purchased in 2020. After a Firmware / software update, the tablet screen no longer displays an image. Only a flashing Bluethooth light is indicating that the power is good to the treadmill. Doing a reset to the machine does not work. Only resolution would be to replace the console. Thank you in advance.

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

  

  Business Response

  Date: 01/26/2023

  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 an image of your receipt from the time of purchase and we can get a console ordered for you.

  Thank you!

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18857486
  
  I am rejecting this response because:
  Hello. Im sorry but I have lost the receipt of purchase. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/26/2023

  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 apologize, we do need an image of the receipt to order the part.  We would recommend contacting the place of purchase to get a new receipt. 

  Thank you!

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18857486
  
  I am rejecting this response because:

  hello, the place of purchase is no longer in business. I really loved my Nordictrack treadmill and recommend it to many friends and family. After what Im going through. Will no longer buy nor recommend any iFit products. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/27/2023

  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.
  

  Did you receive an emailed receipt or order confirmation from when the machine was purchased?

  Thank you!

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18857486
  
  I am rejecting this response because:

  no, sorry. 
  
  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 have gone ahead and ordered a new console for you, your order number is ICS9595420.  You can track that at the link below once it has shipped:
  **************************************************************************

  If any further parts is needed in the future, we will need an image of a bank statement for proof of purchase before any further parts can be ordered.

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  Thank you
  
  
  

  Customer Answer

  Date: 01/30/2023

   
  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:01/19/2023

  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.

  Our treadmill received an update and no longer worked once the update was completed. We paid a repairman $150 to come out and confirm we need a new part but would need to contact the company to replace it. We spent over *********************************************************************************************** an effort to reach them I went online and saw dozens of other customers experience the same issue as us with no response or significant expense on the customer to purchase a new part with long backlog to receive.

  

  Business Response

  Date: 01/23/2023

  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.
  

  Parts can be purchased at iconservice.com or by contacting our non warranty department at ************ for assistance.

  Thank you!

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18857420
  
  I am rejecting this response because: weve spent 15+ hrs on hold with that support number and literally days on hold with the chat bot.  Weve also looked around and the part we require is back ordered because so many customers were impacted by the update.  At this point were purchasing a treadmill with a new company but want reimbursement for the $150 service call.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/24/2023

  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 contact our non warranty department at ************ to discuss having that refunded.

  Thank you!

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18857420
  
  I am rejecting this response because: weve already called the line they provided and spent over 15+ hrs on hold waiting for an agent and never got one.  We also tried the chat, but could never get through.  We want a refund of $150 for the home service call as we will be going with another product given the poor support from Nordic attack.  To note, the part we need is back ordered because so many other customers were impacted by the same issue as us and there is not ETA on when it may be available.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/25/2023

  Hello-

  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter. 
  

  We do apologize for the long hold times, you will need to call in so they can look into refunding the service order for you.

  Thank you.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18857420
  
  I am rejecting this response because: there is no resolution here. The problem that brought me here cant be the solution.  I would love to call your line and get support but you cant get through so its pointless.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/26/2023

  Hello-

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

  I do apologize for the longer hold times, you will need to contact our non warranty department if you'd further like to discuss a refund for the service order.

  Thank you!

• Initial Complaint

  Date:01/19/2023

  Type:Order 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 just purchased a new treadmill from a sporting good store from them. It has never worked. I had it professionally installed through them and the installer couldnt get it to work. *** tried chatting, submitting a ticket, calling, and no response on anything. The treadmill is broken. Ive read all the diagnostic articles, FAQs, etc. They say to contact them with any issues but they dont respond through any manner. The belt on the treadmill wont even move. Id like this to be fixed or get my money back please

  

  Business Response

  Date: 01/23/2023

  Hello-

  In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well. 

  Your part order is ICS9587306. You can track that at the link below:
  **************************************************************************
  

  Your service order number is SO-2715465

  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 
  
  

• Initial Complaint

  Date:01/19/2023

  Type:Product 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 stationary bike 10 months ago. My decision to purchase NordicTrack with iFit was based on some of the rewards on offer for completing certain mile stones. This made the on going cost a little more acceptable. They are supposed to send an email automatically every time a mile stone is reached. This never happens and I have to chase them up every time. They have no problems sending an email to me in regards to my monthly bill. On the 400 ride milestone I was supposed to get a $100 gift voucher to spend in the iFit store. This was never given to me. I have reported this to iFit about one dozen times. They contacted me on the first one via email and said that it will be sorted out. This never happened. On all other subsequent reports nothing has happened. This has been going on for a number of months now. They are not fulfilling there promise as advertised. I spent a lot of money on the bike that will only work with iFit so I am trapped. I can not select anyone else as NordicTrack are linked to iFit only.I want iFit to give what was promised.

  

  Business Response

  Date: 01/24/2023

  Hello-

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

  I have reached out to our IFIT team regarding this for you, they stated you should have received an email today with a new gift card.

  Thank you!

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They have now sent me the gift card as required. After months of them doing nothing it took the report to the BBB for them to act. Thank you BBB. I am guessing that I will be contacting you again when this years mile stones are reached. 
  
  Sincerely,
  
  *******************************