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:01/18/2023

  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 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: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.

  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:  Online

   

  Here'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: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 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 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 **********. 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 you 
  
  
  
  

  
  

  Customer 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: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 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!

• Initial Complaint

  Date:01/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Commercial **** NordicTrack treadmill that uses iFit. Over a month ago, the whole console completely crashed (according to online research this was due to an iFit update). We called and they ordered me a new console on 12/20/2022. I was not being charged because I was still under warranty after registering my treadmill when I purchased it. It has now been a month and I have not received the console. I have checked the order status on line and all it says is "in progress" or "order received." When we initially called for the replacement console, they said it would be shipped out in 5-7 business days. I have tried calling them at multiple numbers, but nobody answers after hours of being on hold. I tried chatting them (as they suggested), but they just transfer me to another chat and that gets terminated. I've submitted multiple requests for service via their online portal (my.ifit.com) and all I've gotten is auto reply emails with case numbers stating someone will follow up with me and and nobody has reached out. The first time I sent the request through my.ifit.com was 1/10/2023 and nobody has responded to even that request that was sent over a week ago. To make it worse, on 1/5/2023 I was charged for my iFit annual plan for $144, but I cannot use that because the treadmill is inoperable without a console. Their customer service is non-existent and I'm beyond frustrated. I now have a $1,800 paperweight in my ********* would like my console shipped ASAP.

  

  Business Response

  Date: 01/20/2023

  Hello,

  We apologize for the delay of your replacement part. With this issue being wide spread, we currently do not have an ETA for the console restock.We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks. We apologize for the delay and appreciate your patience. We are happy to add the downtime back to your ifit membership once your machine is back up and running.  Please let us know if you have any questions.

  Customer Answer

  Date: 01/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I submitted my request over a month ago for the new console and was told it would come in 5-7 business days. However, due to iFits own update and delay in shipping my replacement console, there is now a backlog of customers needing new consoles and no date given as to when I will get mine. My $1,800 treadmill is now inoperable with no end in sight. There was also no communication from iFit - or ability to reach someone via phone or email - notifying me of the extreme delay in getting my replacement console. I would like the credit to my iFit annual plan for the time I am without my treadmill as promised. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/07/2023

  IFIT is not actually resolving the issue. Its been about 11 WEEKS now and they have yet to send my replacement console. The treadmill doesnt work without it. 

  
  

  Ive seen other complaints on BBB where if they state unsatisfactory so many times, suddenly iFIT finds a console to send them and theirs have not been broken nearly as long as mine. 

  
  

  IFIT keeps giving the same vague response, were aware of the issue but have no timeline when well get the part. Thats unacceptable. My treadmill was almost $2000, its only 4 years old and their own update crashed it. It broke on 12/20/2022.  Now others seem to be getting their replacements. Theyve made no attempt to state when I might get mine. They only seem to send replacements to those that complain the most. So Id like to reopen my complaint or submit another to them and Im unsatisfied with any response that isnt your console is being shipped now. I should be at the top of line waiting for the console seeing how long Ive been without one but I dont trust iFIT to go in any actual order - just those that make the most noise actually get parts. Ridiculous.

  

  Business Response

  Date: 03/07/2023

  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.

  
  With this issue being wide spread, we currently have an ETA for the console restock 4-6 weeks from today. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. 

  
  We apologize for the delay and appreciate your patience. Please let us know if you have any questions.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 18833780
  
  I am rejecting this response because this was essentially the same response I received in January except that at least this time a vague timeframe was added. However, there is no shipping date or any sort of confirmation that out of the many people waiting for a replacement console that I will actually get mine anytime soon. I was told on 12/20/2022 that a new part was being shipped. Therefore, until a replacement console is actually shipped, my warranty is extended and the period of time that my iFit membership has been unusable is refunded, I cannot accept any response from the company. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/10/2023

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you. 
  
  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 18833780
  
  I am rejecting this response because: I will not be satisfied until I have my replacement console. Otherwise, I would just be accepting vague and generic promises with no actual resolution. Its going on almost 3 months now that my machine has been inoperable. I will only accept a response wherein my console has been shipped, my warranty has been extended and my unused iFIT membership has been refunded. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/17/2023

  Hi ********, 

  We have reached out to our IFIT team and they have confirmed that order number ICS9636165 is for you.  You can track that at the link below:
  **************************************************************************

  
  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: 03/21/2023

   
  Complaint: 18833780
  
  I am rejecting this response because: I received my console today, however, it did not come with any instructions and we cannot find anything online. Also, I have not received the refund for my annual iFIT membership that was charged on 1/5/2023 nor has my warranty been extended for the time my machine was inoperable. I can accept iFits response once I receive: 1) instructions to replace the console and get the machine back up and running, 2) iFIT membership refunded/extended, and 3) my warranty extended. 

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

  

  Business Response

  Date: 03/22/2023

  Hello, 

   We are happy to add that downtime back to your warranty and ifit membership. We have requested the downtime to be added back to your warrranty and exteneded your membership. Your new expiration date for you membership is 4/6/24. Here is also a how to video on the console replacement. **********************************************

  Please let us know if you need further assistance. 

  Thank you 

• Initial Complaint

  Date:01/18/2023

  Type:Delivery 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-Fit is an customer service provider for treadmills (Pro-Form, Nordictrack, etc.). Their customer service is horrible. Their phone number is ************. I waited on hold for over an hour before someone answered the phone for me to order a replacement part for my treadmill. The running deck of my treadmill broke and I need to replace it. My treadmill is out of warranty so I'm buying the replacement part out of pocket. I was told that the replacement part was in stock and ready to be shipped. My order # ICS9558982 was placed on 12-12-2022. The online order tracking shows the status as "validating order" (5 weeks later). I've called and waited on hold for over 90 minutes without anyone answering the phone. I've sent emails to *********************************** and no one replies. I've tried to use their "livechat" feature on their website (my.ifit.com), and it never connects to anyone. I would like to know when my replacement part is going to ship. If they lied when they said that the part was in stock and ready to ship, and the truth is that it is out of stock and they don't know when it will ship, I'd like to cancel my order ($216.62 value).

  

  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 matter.
  
  After reviewing your account it looks like we are about to receive a restock within the next week or so. 

  Once the restock has been received, your order will then ship out within the next **** business days. 

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

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 01/22/2023

   
  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.

  Although their confirmation to me that the part was in stock and ready to ship was clearly not true.  I am okay with their proposed path forward, and I'm expecting to receive the replacement part by February 24th: 2 weeks for them to receive the parts, plus 2 weeks to send it to me, plus 1 week shipping.

  Thank you for you help in getting this response from the company.

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

• Initial Complaint

  Date:01/18/2023

  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 have purchased 3 machines and I have put in multiple requests to have my treadmill repaired. They have all gone ignored. I paid for the extended warranty and I cant get anyone to respond. Nordic track and ifit will not honor warranties. As it stands now, I have a $4000 treadmill that I cant use that is only 2 years old.

  

  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 matter.
  

  After looking into your account we can see the last time we were contacted was in July of 2022. Please confirm the machine's model and serial number and please tell us what the issue is with the machine, I'm happy to get this resolved for you. 

  Thank you 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18833306
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  You never repaired the machine when I contacted you in July 2022. I have also placed 2 more requests this year with zero  response. Youve repaired the machine multiple times and its the same issue over and over. 
  

  model- NTL29019.1

  ******************

  

  Business Response

  Date: 01/24/2023

  Hi ********, 

  I'm happy to get this resolved for you, after reviewing your account it looks like we have requested a video back on 8/3/2022. Please email that video to ******************************************* so we can get this issue resolved for you. 

  Thank you 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18833306
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  ive sent you the video multiple times. 

  

  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.
  

  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 ICS9591598. You can track that at the link below:
  **************************************************************************

  
  Your service order number is SO-2717205 The technician will be scheduling an appointment with you once all parts have been delivered. Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.

  
  Thank you 
  
  

  
  

• Initial Complaint

  Date:01/18/2023

  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 Tour ** ********** interactive indoor cycle from ****** on 1/17/22. I registered it with Pro-Form after delivery. The Model # P{FEX39420.1, SN # PP11N0003096, Purchase Price $399.99.The bike has not been used very much. The 1st issue was the Error Code CHO, after I replaced the 3 dead batteries. I received a Case #******** dated 1/04/23. I finally was called by a representative *********** after my several attempts to get response from customer service. I had called **************. When you choose the Option # 1 for a call back. I followed his directions on Page ** of the Owners Manual to check the connectors #** and #**. This resolved the problem and the console connected with the **********.The 2nd problem started 37 minutes into my ride, a loud clunking and scraping sound started in the Crank Shaft area. I tried emailing ********************* again for help several times, but he is non responsive.So I sent in a request for help and have a new Case # ******** dated 1/11/23. I have not been contacted by an iFit Rep in regards to this. I have called multiple times and did the Call Back #1. I have tried chatting and after 20 minutes got the message No Chat Agent is available. In my opinion, the bike needs to be fixed immediately. I am afraid to use it and cause more damage. My iFit membership expires on 2/03/23. I keep getting emails to renew my family membership at a 25% discount. Why renew when the bike is useless?

  

  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 matter.
  

  I have gone ahead and emailed you so we can get this resolved as quickly as possible.

  Thank you!

• Initial Complaint

  Date:01/18/2023

  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 have a treadmill that is under warranty. It stopped working in Nov 2022 and I contacted customer service who said my console was corrupted and a new one would be sent out and received within 2 weeks. I have called back numerous times to different excuses. Now I cannot even contact the company as they dont answer the phone, respond to emails or pick up the chat. I would prefer a full refund on the product if they cannot immediately fix.

  

  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 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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. 

  The return policy states: "You can return your 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 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.
  

  We are working on getting your part shipped out to you as quickly as possible.  We are very sorry for the delays.

  Thank you!
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18833118
  
  I am rejecting this response because: if they cannot refund the equipment I would like a timely delivery of the replacement. They can either send a new machine or send the replacement part immediately. I would like a tracking number that shows one of those has been shipped. I have been without a working machine for 3 months and cannot get any timeline for a replacement which is outrageous. They are not servicing their warranties and no one should buy their machines
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/20/2023

  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. 
  

  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.  Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. 

  You can go online at ************************************************************ to further review if you would like.
  
  We will get your part shipped out to you as quickly as possible.

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you
  
  
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18833118
  
  I am rejecting this response because: I have called customer service endlessly. They do not solve the problem, they just tell me sometime I will get a replacement but there is no idea when that will happen. Because thousands of machines were bricked there may be years? Before I get a replacement which is not acceptable. Continually telling me to wait is not acceptable and I will keep going back on bbb until I get a tracking number. There is a class action lawsuit starting and I will be involved unless this is resolved asap
  
  Sincerely,
  
  ***********************

  

  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 matter.
  

  We are working on getting your order shipped out as quickly as we are able.

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18833118
  
  I am rejecting this response because: its very hard to get through on that line takes several hours and I did it many times this week and lost many hours). They also just say I will have to wait and there is no end in sight. So neither that phone number or you are resolving the issue. Calling a person who either wont pick up or willl tell me nothing is not a resolution just like these responses. Give me something concrete.
  
  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 can assure you we will have your part shipped out to you as quickly as we are able.  We are unable to provide an exact ETA.  We are very sorry for the longer hold times! 

  Thank you!

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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 T6.5S Treadmill on 1/2/23 and it was delivered 1/9/23. I assembled it the same day and turned it on. It had a repetitive rubbing sound - the belt was rubbing against the read left plastic house. Additionally, the speed setting doesn't work. In manual mode, I select 3.0 mph but the machine automatically starts at 4.8 mph and I have to manually turn down the speed.I've called NordicTrack since 1/9/23 and have been on hold for hours with nobody answering. I've tried their online chat, waiting for hours for someone to respond - they never do. I submitted 2 separate service tickets on their website - I've received no response for over 8 days.I have a new defective $700 treadmill that doesn't work and can't get anyone from NordicTrack to even respond. Their sales line answers almost immediately and their salesperson says there is only one other person in their service queue, they transfer me and nobody picks up for hours. I just want the treadmill repaired. This is the absolute worst customer service I've EVER experienced from ANY company.

  

  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 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 ICS9585774. 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-2714641. Please allow **** business days for the tech to reach out to schedule your appointment. 

  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: 01/20/2023

   
  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.  Nordictrack contacted me the same day I submitted my complaint and satisfied my needs.  However, I tried for 10 days to get them to respond - they don't answer their phones, respond to chats and don't respond to service tickets.  As stated above, they finally reached out to me after 10 very frustrating days of trying.
  
  Sincerely,
  
  *******************