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:01/18/2023

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

• 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.

  *************************** Item purchased on 6/8/2020 QTYDescriptionItem1NORDICTRACK COMMERCIAL X22iNTL290192849.00 112 month ifit subscription ($468 Value)12MIFITD0 14 YR 2001+UTS4D239.00 1MAT,FLOOR,BLKPFMC40800720.00 Subtotal3108.00 Sales Tax158.39*------------------------------------------Total $3266.39 Problems with machine include: Treadmill randomly stops while I am running (trouble shooting via phone with a tech)Treadmill STILL randomly stops ( tech sent out to switch mother board)Treadmill calibration is significantly off (tech comes out to callibrate)Treadmill track is not centered and needs to be realigned (tech who calibrated was nice enough to align the track for me at the same time)NOW, the treadmill will stop if I turn the fan on during a workout. Problems with the business include: unresponsive customer service (everytime you call, the wait to speak to an agent is hours)I spent over 4 hours on hold, placed a ticket through their site and was never contacted, promised to be contacted by a supervisor, which never happened, and place myself on the call-back list, only for the phone to ring once and hang up. Then, I have to start the process all over again. I am told that since the machine did not have issues within the 30-day guarantee, the only thing they can do is send me to parts and services and keep fixing it. No one will address the fact that this machine is clearly faulty. I fear that when the warranty ends, I will still have a problematic machine and now it will cost me more time and more money. I refuse to invest in a company that refuses to invest in its customers. I am demanding a refund for a bad product.

  

  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 apologize, we are not able to provide a return since you're well outside of the 30 day return window. 

  We're happy to get this issue resolved with parts and service. 

  Please provide additional information about the current issue. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18832823
  
  I am rejecting this response because: There has to be something more that you offer me. I am afraid that the warranty will run out on the machine and I am going to continue to have issues with the machine. My preference is refund, but if you are not willing to budge on this, are you willing to offer me a replacement? Or, can you offer me a free extended warranty?

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

  

  Business Response

  Date: 01/24/2023

  Hello,

  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. 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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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.

  1/7 purchaced arrived 1/12 broken 1/14 4 calls without speaking to someone, put on hold forever, no interest in customer service

  

  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're happy to help get this resolved. 

  However, we are not able to pull up an account with the information provided. 

  Please provide the following information to complete your registration- 

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

  Please also provide additional information about the machine's issue. 

  Thank you! 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18832104
  
  I am rejecting this response because:

   

  *************************************
  **********
  ********************************
  8920 ******************** ************ ** 60053
  
  RR111W0400737   NORDICTRACK RW900
  
  
  PURCHASE DATE: 01/07/2023
  
  
  I have to **** down a service tech that hoped a new cord would fix the issue.  I have to wait 2 weeks for parts and it may or may not get the machine working and only then will they consider a full refund.
  
  Lots of onus on the customer to follow your procedure and fix the machine ourselves.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 01/20/2023

  Hello, 

  Thank you for the additional information. 

  We do see that parts were just ordered this morning. 

  Please let us know if the issue occurs after installing. 

  Thank you for your patience as we get this taken care of. 

  Have a great weekend. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18832104
  
  I am rejecting this response because:

   

  let me just wait for weeks on parts so that I can fix your broken machine myself, and when it doesn't work I will wait for more weeks to again try to fix it myself.  only After that will you only "consider" a refund after a month of my waiting and trying to fix your defective product.  

   

   

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

  

  Business Response

  Date: 01/23/2023

  Hello, 

  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. Thank you. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18832104
  
  I am rejecting this response because:

  I'll keep paying for a machine that doesnt work and ill be sure to fix it myself when i wait a week or two for your parts.

   

  you ask so much of your customers.

   

   

   

  
  
  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 do sincerely apologize for your experience! Did you receive an order confirmation for your parts and service order? We are unable to pull up any open parts or service orders on your account.

  Thank you!

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18832104
  
  I am rejecting this response because:

   

  Your policy is that you might refund or would take into consideration that the **** dollar rower you sent me doesn't work.

   

  I'll keep waiting on my parts.  I'm sure the service tech was correct when he said the wire is the most likely cause but hey I am the one losing money on waiting for parts so that i can fix my own machine.  you arent losing money now are you?

   

   

   

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

  

  Business Response

  Date: 01/25/2023

  Hello, 

  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. Thank you. 
  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18832104
  
  I am rejecting this response because:
  

  I shouldn't have to work this hard to fix your product

   

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

  

  Business Response

  Date: 01/30/2023

  Hello, 

  We apologize for all you have been through. 

  After reviewing your account it appears that you have returned your machine. 

  Are you in need of any further assistance?

  Please let us know. 

   

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18832104
  
  I am rejecting this response because:

   

  still waiting on the trucking carrier to call and pick up.  I appreciate the full return but very unhappy with how this went
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 01/31/2023

  Hello, 

  Again, we apologize for all you have been through. 

  We will escalate your pick up to make sure you're contacted as quickly as possible. 

   

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18832104
  
  I am rejecting this response because:

   

   

  I hope I am the only of your customers having to deal with this

  
  
  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.

  On December 19th, I stepped on my treadmill to use it for my morning workout. It said I needed to do an update and I needed to turn off the machine. I don't use the ifit subscription and always use the treadmill in manual mode. When I turned off the machine and turned it back on it froze and my console would not work. I spoke with ****** at ifit customer service and she said that I needed a new console and it would take 3 weeks or less for it to arrive. It has now been over four weeks. Every customer service person has had a different answer for how long it will take. On 1/17/23 a customer service representative said that the part is on backorder without an ETA for how long it will take to arrive. My treadmill is sitting in the basement unusable. It is unacceptable that a part that is covered by warranty is not available. I would like a replacement treadmill. I know that this issue has happened to hundreds, if not thousands of people, and ifit/nordictrack need to remedy the situation by providing their customers with replacement machines, rather than making them wait for an unknown amount of time for their machines to start working. The issue was not simply user error, rather it was an error on the part of the 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.
  
  

  After reviewing your account it appears that your part order has been escalated with our parts team. 

  Your order is due to 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: 01/20/2023

   
  Complaint: 18831822
  
  I am rejecting this response because after looking up my order there is no change in the order status. After speaking with another customer service representative yesterday, they could not confirm that the backordered parts are even in stock yet.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/20/2023

  Hello, 

  The tracking will not update until the order has shipped. 

  We assure you that this has been escalated and will ship out within the next **** business days. 

• 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.

  I purchased the Ifit S22i spin bike approximately 9 months ago. Last week while riding the bike the screen went totally blank. I tried hitting the reset button but that didn't work so I called the customer service line. I was on hold for over 2 hours. After finally getting someone to pick up I explained the problem and they said I would be getting a visit from a technician within **** days. After not hearing anything for over a week I tried calling back and decided to leave a call back number instead of waiting on hold. Nobody ever called back so I decided to try their chat line. Again after waiting for about 45 minutes someone finally started chatting. I was told my scheduled technician visit had been canceled because they didn't have a video of my dead bike. They then asked me to pull out all the wires to let them know how they were positioned in the connector. After letting them know they wanted me to take the bike apart and rewire it on my own. They said if I didn't do this then I would have to pay $159 plus tax to get it fixed even though it is still under warranty. I am not qualified to take this bike apart and rewire it. I would think that this would cancel any warranty if I didn't do it exactly right. I have never experienced such poor customer service.

  

  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 reviewed the notes on your account and I have gone ahead and ordered a new controller for you and set up a technician to install the part for you.  The technician will contact you within 3-5 business days or once the part is received.

  Your order number is ICS9587305.  You can track that at the link below:
  **************************************************************************
  

  Your service order number is SO-2715352.

  Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.

  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.  As long as the technician comes and fixes the problem I will be satisfied.
  
  Sincerely,
  
  *****************