Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,253 total complaints in the last 3 years.
- 229 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:01/18/2023
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.
*************************** 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: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 serviceBusiness 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: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: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,
*****************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.
In December 2022 my Nordictrack stopped working. This treadmill was purchased new in December 2019. My machine is stuck on the ifit screen and the factory reset doesn't work (supported api 3 error message). It appears this is due to a corrupt software being pushed through and the only solution in ordering a new console.. On 1/4/23 I called customer support and a new console was ordered (order number ICS9574084). I have yet to receive any shipping update or even an estimate of when I should receive this new console - all it says is in progress. I really need this treadmill up and running. This is terribly frustrating and a major inconvenience. I'm in the middle of training for a race and not having any idea when my treadmill will be functional is a huge hassle. I opened a ticket on Friday 1/13 after sitting on hold for 3 hours and not getting through to a representative. Case number ********. -****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 part order and I do see we are currently waiting to receive a shipment of that part. We will get that shipped out to you as quickly as we are able. Once we receive a shipment we will have that sent out.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:01/17/2023
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.
March of 2022, I purchase a commercial S22i Studio Cycle online ($1,000). I have had problems with the screen since. I got ahold of iFIT to try to get it repaired, and was told the following; The place that sold it to me was not an authorized distributor. I only know this because ****** was aware of this seller and told me so. They also told me that the seller did not submit any warrantee information on my behalf to them so therefore, the is no warrantee. I explained that I did in fact fill out the warrantee information myself right after purchase with iFIT online but was dismayed to find out that that does not matter. Again, I was puzzled to learn that registering online with iFITs warrantee system will not inform me that there was any problem with my warrantee or even the nonexistence of one. By request from iFIT, I produced and emailed a dated copy of my receipt and pictures of cables and screen as they requested. They diagnosed the problem and told me I need to pay $150.00 for a new control panel, or I need to get the seller to fill out the warrantee paperwork for iFIT. It was explained that depending on who the seller/distributor was, the warrantee could vary greatly from 10 years at ****** to 1 year at other places (I would qualify with any of these programs), or to nothing as in my case (I unwittingly chose a non-authorized dealer). I guess, I chose the wrong seller, yet I can't imagine how I could possibly keep track of the authorized dealers of each product I consume. It seems that a manufacturers warrantee should be just that, a manufacturers warrantee, issued by the manufacturer and associated with each product built (maybe tracked by serial number), rather than the seller/distributor that sells it (as the seller has little connection to the quality of the product). As was explained to me, "I" bought from a nonauthorized distributor so there is no warrantee, seems a draconian or buyer beware, and I would expect more from iFIT.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.
As the machine was not purchased from an authorized retailer we are unable to offer any manufactures warranty on the machine, we do apologize.
If you are in need of any further assistance, you can contact our non warranty department at ************ for assistance.
Thank you!
Initial Complaint
Date:01/17/2023
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.
Product was purchased 1/20/2022 Spent $2000, plus $39/month for ifit membership. Nordic Track R35 commercial recumbent bicycle has been faulty for several months now. Terrible tech support, on hold for several hours at a time, get hung up on at times, have been given several different case #s, have to re-register my product every time that I do make contact, and support does not work their hours claimed, making it nearly impossible to receive any help.At this point I would truly like to get out of my contract and be reimbursed for my purchase, as I have zero faith in the product or support.Current claim ********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. Your 30 day return policy expired on 12/03/2020. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at ************************************************************ to further review if you would like.
Please provide additional information on the issue you're having with the machine and please provide the machines model and serial number.
Thank you!
Customer Answer
Date: 01/20/2023
Complaint: 18828703
I am rejecting this response because:To begin with, my purchase was made in January of 2022. Here in lies a major problem, each time that I contact the company, they say that the machine is not registered, and they in turn re-register the machine / warranty. This has taken place three times now. Ive been given 3 separate service claims, yet no claim has been fixed. They make it impossible to receive any help, as they do not respond to any claims, dont hold their advertised working hours, and when I do succeed in holding for extremely long wait times, the rep ************ the machine, and then passes me through another hoop, or another wait time that ends in being disconnected on their end. The terrible system / lack of customer care, and inability to stand behind an expensive product is nothing less than infuriating, and now Im supposed to be stuck with several more payments for a product, service plan, and a monthly interactive fee.all of which are non-functional. This is simply unacceptable.
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 located your account and do see the machine is registered and previously a **** switch/ wire was ordered. Are you still having trouble with your RPM's, incline, and resistance?
Thank you!
Initial Complaint
Date:01/17/2023
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 December 16th a NordicTrack / IFit treadmill was delivered to our home. After setting up treadmill it was found to be defective. We called the support line and after explaining it was brand new product IFit tried to say our support was not covered by its warranty even though the reason they gave is not listed under the warranty conditions. They will not fix any product that is in a basement. I spent 2 hours trying to explain it was defective "out of the box" and that did not apply. Finally, they agreed to fix it yet 2 weeks has passed and no one has contacted us to come fix product. At this time we would like a full refund since it has been 30 days and we have not used treadmill once.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.
As your machine (model NTL10421) was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter.
I do see the order for parts and service was placed. Once you receive all parts the technician will contact you for scheduling.
Thank you!
Initial Complaint
Date:01/17/2023
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 purchased a Nordictrak treadmill with an iFit membership in October 2020. It has a three-year warranty.The treadmill cost $3,248. There is also an annual membership fee of I think $415. I have it on pause.It worked fine for two years and then the treadmill stopped turning in August of 2022. I delayed calling because of family health issues that brought me out of town. On December 28th. 2022 I attempted to arrange service. I was billed $169 and told someone would call me to schedule. No one called. I got through again on Jan 10th, 2023 was told I was given incorrect information and was refunded the $169 (thank you). I was booked a phone appointment for today, Jan 17th to troubleshoot the issue. Yesterday I called to try to get some guidance on preparing for the call. After being on hold about 60 minutes without talking to a human, I gave up. Today was the appointment at noon. No one called me. No one contacted me at all. I called and waited on hold for 45 minute without a human and gave up. I emailed support. An automated email said someone would be in touch. Messages to them on ******** and ******* have been unanswered. I need this treadmill to work, it's a health issue for me.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 to get this resolved as quickly as possible.
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.I await a timely repair of my treadmill. Thank you for your assistance.
Sincerely,
***********************Initial Complaint
Date:01/17/2023
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.
omplaint Details We purchased an exercise bike from nordictrack in February 2021 and by august 2022 the screen went out. The parts are serviced under warranty by ifit, while we are still paying for a bike we can not use, they have failed to exchange the parts under warranty, we have been dealing with them back and forth since then to get the issue taken care of and not only do they have an absurd hold time, after waiting for literal hours for them to pick up the phone, they hang up, we are still paying for a device we cant use and we want a refund, since they cant fix it. Its a 2k plus bike were are AGAIN still making payments to and cant use. We want our money back.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.
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 happy to assist you with troubleshooting, is the bike still not receiving any power?
Thank you!
Customer Answer
Date: 01/22/2023
Complaint: 18827447
I am rejecting this response because:
we are still under manufacturing warranty for parts, we have been going back and forth with warranty, paid a repir guy cause out screen just shut off out of nowhere, they sent us a new screen and the new screen cant be connected to the machines because the cabling on the machine and on the new console screen was not compatible and you ieep sending the wrong cables, it is something so simple yet you have given us so much of a headache, red and yellow cables that go from console to bike cant be connected, send us the right parts or we want our money back. I dont think its fair for us to still be making monthly payments on equipment that we cant use, we havent been able to use the bike for months and months. You call the warranty department and they take literally hours to answer and when they answer they either send the wrong stuff or hang up. Last time i literaspent TWO WHOLE HOURS ON HOLD!! How is that possible?! That should be illegal and is consumer abuse. If you guys cant take care of something so simple as replacing the parts the bike need to make it functional while were still making payments and not being able to use it, then I want a full refund. So get it together.
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.
Please provide an image of the console you received and the packing slip and please provide the machines full model number.
Thank you!
Customer Answer
Date: 01/23/2023
Complaint: 18827447
I am rejecting this response because:
You should have all of the information from my other warranty claims where they took pictures through the app. This is such an easy fix that you have turned into an unnecessary stress in my life. Red and yellow rbg connectors, thats the type of connection the replacement console has in contrast to the old one which had the cables internally and only the end that would connect to the actual bike would come out. You sent red and yellow cables that did not connect to the bike because they were both male cables, then resent cables that could not connect to the console or the bike. Model# ntex05121.4 Serial *************. Please do this right this time or I want a refund.
Sincerely,
***********************Business Response
Date: 01/24/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
I do see the model number was incorrect on your account which caused you to receive the wrong console. I have gone ahead and placed an order for a new console for you. Your order number is ICS9590306. 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 you
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