Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,166 total complaints in the last 3 years.
- 220 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is a follow-up to complaint #********. After being told, yet again, the item would be shipped in **** days I still do not have a replacement part. I have now had an unusable treadmill since August of 2022. If iFit is unable to provide warranty support as advertised I am requesting a replacement machine, which can be serviced if needed, and for the company to stop advertising a lifetime warranty on components which cannot seem to be provided by the manufacturer.
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.
I do see on December 27th a build and ship was approved. These can ***********-8 weeks to arrive to you from the date the form was approved. We are working on getting your part out to you as quickly as we are able.
Thank you!
Customer Answer
Date: 01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. It is still unacceptable it took from October 27th, 2022 to December 27th, 2022 and a complaint to the BBB for iFit to approve the form to build the part. I accept this response for now and will reevaluate at the 6 week **** which is beyond the scope of this complaint.
Sincerely,
**********Initial Complaint
Date:01/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Multiple attempts have been made to contact this company to resolve an issue with my treadmill. I have called x 4. Three of these times I have been transferred to a number where I have been placed on hold and waited over an hour with no pick-up. The fourth time I was given the direct number which led me to the same result of holding with no one picking up. I have submitted an online request twice for assistance. After the second submission, I received a reply back thank you for contacting ifit, but have not received any follow-up since then.Business Response
Date: 01/22/2023
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.
I have reviewed your account and see an issue with your console displaying not receiving power, is this still the issue you're having? If so please provide a video of the LED lights on the controller, please try a pinhole reset, and with the machine unplugged please make sure all wires are secure.
Is the Bluetooth button on the console lighting up?
Please provide the machines model and serial number and an ********************** of your receipt from the time of purchase.
Thank you!
Customer Answer
Date: 01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.There are no LED lights on the controller to video. I have attempted to manually reset the treadmill with no results. The wires seem to all be in place. The Bluetooth light on the treadmill is flashing when the treadmill is plugged in and the power is on. I have attached a screenshot that has the serial number, treadmill type, and date of purchase.
Sincerely,
*********************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.
I have gone ahead and ordered a new controller for you. Your order number is ICS9588914. You can track that at the link below:
**************************************************************************You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions, or if you are experiencing any further issues.
Thank youInitial Complaint
Date:01/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is regarding order ICS9509762 which was placed in October 2022. After a firmware update, my treadmill console froze and I reached out to support for assistance. I spoke with a rep named ****** who proceeded to instruct me to "tap" the screen and after no result she placed an order for a replacement console which was still under warranty. She advised it would be a few weeks but would receive email confirmation when it was ready. It's been over 3 months and I have seen no update to my order, even after speaking with reps ia phone and chat various times. My last contact was on January 9th via chat where a rep stated the order was waiting on instructions prior to shipping (no longer waiting on replacement parts) and asked if I wanted to continue waiting or if it could be sent without instructions. Since I still have my owner manual, I said to please go ahead and ship and I will be able to install it. She said that would be fine and said I'd receive shipping information within 48 hours. It's been 9 days since that chat and I have received no email and my order status still says Validating Order.While I understand issues with supply chain may have caused a delay in the past, I am extremely frustrated and disappointed in the time this has taken, particularly now after being told it was ready to ship 9 days ago.Business Response
Date: 01/22/2023
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 I do see your order shipped on 1/20/23 and is expected to arrive to you on Tuesday. ******** tracking number is 1ZX8444W0347141510
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you!
Customer Answer
Date: 01/23/2023
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. I can confirm the order is on its way the day after submitting this complaint and calling iFit again for a status update.
Sincerely,
*********************Initial Complaint
Date:01/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Ifit treadmill in ********** in ****** **. I also Purchased membership and warranty with Ifit. My treadmill Console has a white screen and I am unable to workout on my treadmill. I have called Ifit who send over one of their Technician ************************* ifit who checked out my treadmill and confirmed it needs a new consol. Since then I cancelled my monthly payment for my home gym, because my treadmill is broken and money is still coming out my account. However, I am waiting approximately 3 months now for a Consoel, each time I called Ifit staff keep saying it will arrive in two weeks, I am still waiting a Console for my treadmill to be functionable. I paid all the relevant money for this service and still I am not getting the service in which they promised to me. Contact no. I have for Ifit is ************. The Technician no. ************. I am not sure exactly where the office is located. Can you help me please. Warm regards. ICBusiness Response
Date: 01/22/2023
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 I do see your console shipped on January 19th and is expected to arrive to you on *********************************** tracking number is 1ZX8444W0347132511
Thank you!
Initial Complaint
Date:01/18/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was going for a run on my treadmill this morning when I was prompted to re-login to IFIT app on my Proform Pro ****. After logging in, a pop up message displayed update error and asked to reboot power. It did not allow me to click on anything on the screen as it was unresponsive. So i rebooted power as directed. After reapplying power, screen turned on and Ifit Logo displays on a white screen. This Screen continues to reboot about every 15 seconds and the ifit logo on white screen keeps looping continuously. I tried resetting treadmill via paperclip into pinhole as directed in the manual and on ifit website for troubleshooting multiple times with no results. My unit is less than 3 years old, still on my original ifit membership and my screen now appears to be bricked..hundreds of people online are having this same issue just recently as I have after this recent update push. Now my treadmill is unusable. Sounds like a class action lawsuit is coming if it hasn't already. I am not going to pay for a part that this company is responsible for making it inoperable. Especially trying to charge half of what the unit cost me in hopes to someday receiving a replacement part.Business Response
Date: 01/22/2023
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 verify the following information so we can get the machine registered.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:Thank you!
Customer Answer
Date: 01/22/2023
Complaint: 18835964
I am rejecting this response because:Here is my information:
FULL NAME: ***************************** & ***************************
PHONE: ************
2ND PHONE: ************
EMAIL: ******************************** / *************************
MODEL #: PROFORM PRO **** PFTL13118.1
SERIAL #: *************
DATE OF PURCHASE: 01/24/2020
PLACE OF PURCHASE: proform.com
The IFIT Loop loading and reboot video is too large to be loaded via this website. If you can communicate with me directly I would gladly provide a video. I have been calling for the past week and I have been waiting on the phone for over thirty minutes with no responses multiple times.
Will we be receiving a replacement? If so, when? & please forward to email ***************************************
Sincerely,
******* & ***************************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.
I am having an IFIT agent reach out to you so they can view the video.
Thank you!
Customer Answer
Date: 01/25/2023
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 for now. Company stated it will provide replacement part when part comes in stock in the next couple of months. We shall see.
Sincerely,
*****************************Initial Complaint
Date:01/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ifit relased a software update that is destroying consoles on their workout equipment. If you search the internet this is affecting so many people. I have a 2 year old treadmill and after the software update my console will not work and ifit tells me I have to pay 300 plus dollars for a new console.Business Response
Date: 01/22/2023
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 try a pinhole reset on the console and then provide a video of the issue you're having with the console. Please also provide the machines full model number.
Thank you!
Initial Complaint
Date:01/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 4, 2022 I was charged an annual membership in the amount of $272. I requested a refund and a cancellation via their website and received a confirmation. After two weeks and not getting the refund, I tried to reach out to them via phone and email but never could get any response. I let it slip my mind and didnt think about it until I got another charge for $42 this Jan 4 2023 for a monthly membership that was never authorized. That made me remember that I never received my refund from the prior year. I again logged into the account on ifit.com and once again cancelled and requested a refund and have done so 4 more times as I wasnt not getting a confirmation from them that it was received. That was 14 days ago. Today, I called them and after holding for 44 minutes was finally transferred to an agent. I was then given the runaround saying they never received any of my previous cancellation requests. I then requested to speak to the manager. After holding for her for another 20 minutes, I was finally able to get a refund for my $42 but they refused to honor the refund that they were supposed to send me over a year ago. This company is a scam and takes advantage of people. I just want my $272 refunded like the website account said I would get. I cancelled within the 30 day timeframe.Business Response
Date: 01/23/2023
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 are unable to find anything from you in our phone or email system from 2022 at all. Do you have an image of your cancellation confirmation?
Thank you!
Initial Complaint
Date:01/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Nordictrack Exersize Bike last year -- 6 days after the labor warranty ran out, the screen on the bike stopped working altogether. Just went black.iFit required us to purchase a labor ticket for $150 to diagnose and fix the product. We did that in August. The bike is still not fixed. It's middle of January.They contract with a 3rd party repair service on a local basis. You can't schedule a repair service through anyone but iFit however, and every time you do, you have to call into their hotline and average wait time for us has been over 3.5 hours EVERY time. I'm currently on hold for the 8th time for this whole process and it's 3 hours 46 minutes and counting. There's no way to do this over the website.A repair person first came in October(!) and said the problem is the screen, they'll have to order a new one. Call when the screen arrives and a repairman will install it. We did -- again you can't call the local repair service, you have to go through iFit and wait on hold for hours. So we did.Repairman came, put in the screen -- said it wasn't the actual problem, it's the alternator or some such internal electrical part. He put in the order for that -- call when it arrives and he'll come and fix it.The part arrived and the local service says they can't send a repair person to come fix it due to some internal ticket -- we have to go through iFit again and pay another $150 to get the part put in. No reason given why we have to pay again.Why are consumers required to jump through these hoops every single time. This is an outrageous amount of time we've spent on hold & talking to 3rd party service people who can't help us because iFit contracts out this work.This has taken months to get sorted and hours and hours and hours of time waiting on hold.Fix this please. So tired of jumping through hoops to get simple things done, and for a service we paid for in ADVANCE.Business Response
Date: 01/22/2023
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 look for your account.
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:
Thank you!Customer Answer
Date: 01/23/2023
Complaint: 18834814
I am rejecting this response because: The issue has yet to be resolved.PHONE #: ************
2ND PHONE # (optional): ************
EMAIL: ********************************
SHIPPING ADDRESS: ***************************************************************** 90005
MODEL #: #NTEX05121.7 -- S15i studio cycle
SERIAL #: #*************
DATE OF PURCHASE: May 10th 2021
PLACE OF PURCHASE: OnlineHere's the information you requested.
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.
I do see a controller was ordered for you and delivered to you. Have you installed this part yet? If you're wanting a technician to install the part, you will need to call into our member care at 1-833-680-iFit (****) for assistance.
Thank you!
Customer Answer
Date: 01/24/2023
Complaint: 18834814
I am rejecting this response because:THIS IS THE ENTIRE ISSUE. WE DID THAT ALREADY. We were on the phone for 5 and a HALF HOURS on HOLD with you. Your team actually HUNG UP on us.
Here's what happened, you can tell us how you're going to fix it.
1. Our bike broke. - This happened in September.
2. We called your service (waited 3 hours on hold) and scheduled a technician and paid $159 labor charge.
3. The technician came, diagnosed the issue as the screen on the bike, ordered a new one and left.
4. The screen came, we called you all (waited 4 hours on hold) and scheduled another technician. Zero charge.
5. The technician came, said two parts usually come in these instances, he installed the touchscreen, the bike still didn't work, and the technician said a DIFFERENT part was actually what was broken, the only way too diagnose it was if they installed the screen first. The technician said that usually iFit sends both parts for this exact reason. He ordered us the new part.
6. That new part now has arrived. It's a small circuit board.
7. We called the local technical service that originally sent the repairman and said they can't schedule a new appointment, we have to call in the iFit 888 number, because some issue with their ticketing system says we have to pay again. We were not pleased to hear this, but they're a 3rd party and need to be paid by iFit, so what can we do. We told them we understood. They apparently have a back-end ticketing system they use to communicate with iFit and said they would try to get you all a message that way as well. No word from them if you responded on their end.
8. We call the 888 number and wait on hold for 5.5 hours. FINALLY we get a customer service rep -- they tell us we have to pay another $59 to send the technician out again. Why? We tell them that's unacceptable to us. We paid to have the problem fixed, not misdiagnosed over the course of MONTHS and HOURS on hold. They put us on hold again to talk to a supervisor. Came back with the SAME DEAL. I said that's AGAIN, not acceptable. What's to stop you all from sending someone else back here, who then is like "nope its ANOTHER part" and we have to wait months and pay OVER and OVER. I was very respectable to this person on the phone, they're just doing their job. They then said hold on again, put us on hold, and then a few minutes later we were hung up on. The call went dead. Tried calling back and the number wasn't in use because it was after hours.
I don't want to pay AGAIN for you to finally fix this first and only issue with our bike.
I don't want to call your hotline and wait for a half a work day DURING BUSINESS HOURS to be told the same thing over and over and over.
Send someone out here to put this part in. Please and thank you. That is literally it.
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.
If you are not wanting to install the part, you will need to contact our non warranty department at ************ to have service set up, we do apologize!
Thank you!
Initial Complaint
Date:01/18/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a treadmill on 1/23/2022; cost $582.99 including tax. The treadmill came with a 1 year parts and labor from date of purchase. I started contactng them on January 3, 2023; thru message; and phone calls; holding on the lin e for hours at a time only to get no where; Made call on Jan 3rd, Jan4th, Jan 16 and Jan 17. On the Jan 4th phone call I spoke to an Antonio; and was given a case # ********; last night I message them and a Jennifer H. message me and I asked her what the status was of the case, She told me that it was closed because I said that I couldn't open the case to the motor. I never said that I could open and she said I needed to take a picture of the motor and send it to here so I asked her to hold on and I would to plse not close out on me, but she closed out on me after I waited 2 hours. When you first get on the treadmill it will run but at some point it stops abruptly. I am not using any kind of I Fitness.. I am 67 years old and concerned me or my husband who is 74 will fall the belt on the motor stops. They told me I would have to pay $159.00 I am having a hard time with the warranty saying parts and labor are warranted for 1 year. But all of a sudden we have charges. They are very hard to contact and each time I do there is a different story.Business Response
Date: 01/20/2023
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 matterIn 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 **********. 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 **********. The tech will reach out to schedule your appointment once your parts have arrived.Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 01/21/2023
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:01/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my bike on August 27th 2020. Full Model Number: (AAAA00000.0)NTEX02117NB.7 Full Serial Number: ***************************** Where Purchased: Purchased from Nordictrack online Date Purchased: 8/27/2020 I used it without issue for a month or two and then the bike screen began to shut off in the middle of workouts. This led to me not even wanting to use the bike so I generally stopped using it for about a year. It sat in the same spot it was put together in with no changes. Then this fall I began to use it again. When I plugged it in it sparked at the base and scared me so I left it unplugged. Later I had my father come try to help me and it nearly electrocuted him. My main problem is how utterly difficult it is to communicate with IFIT. It took over a. week to get an initial response, then they told me there was nothing they could do besides charge me $160 to come check the bike out. I have tried multiple times to call and speak with a representative and have been left on hold for hours on end unable to speak to someone. Buying this bike is one of the biggest nightmares. Other consumers should know how terrible this company is.Business Response
Date: 01/22/2023
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, I do see you're manufactures warranty for both parts and labor has expired.
Please contact our non warranty department at ************ for assistance.
Thank you!
Customer Answer
Date: 01/24/2023
Complaint: 18834249
I am rejecting this response because: it is nearly impossible to get through to your customer service. I am unable to even set up an appointment for someone to come fix my (barely used) bike that is a fire hazard when plugged in. The only acceptable response to resolve this issue would be to send someone without charge to come diagnose the bike ( I will pay for new parts) and not make me sit on the phone for 3 days trying to reach someone.
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.
As you're no longer covered under the manufactures warranty, you will need to call into our member care at 1-833-680-iFit (****) to have service set up.
Thank you!
Customer Answer
Date: 01/24/2023
Complaint: 18834249
I am rejecting this response because: I have tried numerous times to call your hotline and no one answers the phone. How am I supposed to set up a service. This is the root of the problem and I am not the only person experiencing this frustration. How can this be resolved?
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. An agent will answer the phone as quickly as they are able.
Thank you!
Customer Answer
Date: 01/25/2023
Complaint: 18834249
I am rejecting this response because:this is not helpful. Please schedule an agent to call me. Your product is a literal fire hazard and you show 0 interest in correcting it. I can see from other complaints that this is an issue with your company. If you can not resolve this I will be seeking legal representation and I will file a lawsuit because of a dangerous product you refuse to fix 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.
As the machine is not covered under the manufactures warranty, you will need to contact our non warranty department for assistance.
Thank you!
Customer Answer
Date: 01/26/2023
Complaint: 18834249
I am rejecting this response because: How can I contact them when no one answers the phone? Is there a direct line?
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.
We do not have a direct line, you will need to just call the number provided, I do apologize! The hold times are longer however, they will answer your call as quickly as they are able.
Thank you!
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