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

  
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  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

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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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:01/17/2023

  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.

  We purchased a NordicTrack Commercial **** treadmill directly from NordicTrack on 12/31/2018, it was delivered within a week or two. It was registered upon set up. Three days ago it would not boot up. The tablet screen was stuck on the iFIT logo. We tried powering it off and on, we tried resetting it with the companys instructions (paperclip in the pinhole sequence). Nothing has worked. We cannot bypass this error. It flashes a picture of something along with a API: 3 code. This machine cost over $1300 dollars and is only four years old with infrequent use. It seems an update pushed out by iFIT has corrupted the tablet control. I understand the warranty is passed but this issue has nothing to do with wear. We have a giant piece of equipment that is completely unusable due to the software update that we had no control over.

  

  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, I do see the console has already been ordered for you.  Your order number is ICS9584682.  You can track that at the following link once it has shipped:
  **************************************************************************
  

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

  Thank you
  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18826955
  
  I am rejecting this response because: We were given an order number for a replacement part.  There is no confirmed shipping or tracking information.  Multiple posts from other users with bricked consoles indicate they have been waiting for tracking info for several months. We don't consider this resolved until we have a useful replacement part or treadmill in our possession.
  
  Sincerely,
  
  J Narenkivicius

  

  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.
  

  The part is currently on back order and we will ************** out to you as quickly as we are able, we apologize for the delays.

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

  Thank you
  
  

• Initial Complaint

  Date:01/17/2023

  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 was sold a product Nordictrack trendmill commercial **** on October 2022 with additional service and warranty. Equipment is defective and not working properly. However, I have been reporting issue via their website website and calling numerous time for customer support. I have yet to speak to anyone, all I get is email saying case has been noted and someone will contact me (Case number: ********, ********, ********) I am asking for full refund for equipment and services.

  

  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 get this taken care of. 

  What is the issue with the machine? Can you please provide a picture of the issue?

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

  We will get this resolved with parts and service. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18826577
  
  I am rejecting this response because:

   

  The reason I am rejecting this response - I bought the machine on October 2022 and filed a return request on November 2022.    I have been trying to get someone to assist me from your service and parts for over 2 months.   The machine head unit (monitor) makes so much noise never stops, I think it is defective or has a bad fan issue.   Either way, I tried opening multiple tickets and emails back and forth and it always the same.   someone will contact you, this is not acceptable response.  

   

  I just want to get this resolved.   Since phone calls do not work, please email me or provide me a direct contact where someone can either assist me or provide me a refund.   Otherwise, I will continue write about this issue on various blog and let other customers know your company does not honor their warranty and maintenance and I will seek legal action if I must. 

  email: *********************** 

   

  this is from nordictrack service site: 

   

  # Request Date Description
  1 Nov, 29 2022 the monitor controll unit of the trendmill unit is making a constant humming noise and notice when I play video it stop and go
  2 Nov, 30 ******************************************************************************************************** now my concern is stuck on retry and is not usable.
  3 Jan, 17 2023 machine is making a lot of noise - all the time - I open a ticket previous and never got response. need to return this product if I do not get this resolved.

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

  

  Business Response

  Date: 01/23/2023

  Hello, 

  I'm happy to help get this issue resolved for you. Can you please email me a video of the noise that is happening with your machine? along with any addtional infomation you can give us about it. Please email me at ********************************************************** 

  Thank you 

   

• Initial Complaint

  Date:01/17/2023

  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 have been without a treadmill now for the better part of a year. In July of 2022 my treadmill caught on fire and I placed a service call. A tech came out and it was determined that the treadmill was a total loss and a claim was filed with the legal team for a replacement. Prior to the treadmill catching on fire I had many mechanical issues that required replacement parts and a service call from a tech. the issues started around April of 2022 after my replacement treadmill arrived the middle of September it was determined that the replacement equipment was defective and more replacement parts were sent. the tech company that serviced the prior treadmill went out of business so Ifit determined that a new replacement treadmill would be sent. once again another defective piece of equipment was delivered and the tread belt will not work at all. more parts have been ordered and are on back order with no ETA of arrival. Icon Fitness/NordicTrack has yet to honor their service warranty to make me whole from the treadmill that caught on fire. I was told that the parts could be on back order indefinitely. None of the reps can tell me when my warranty expires or when I can expect to have a functional treadmill. I no longer wish to have defective replacements sent as a solution. I would either like a rush on the parts that are needed to fix this third treadmill or I would just like my money refunded so that I can purchase a different brand of equipment also, communication has been horrible with this company. I emailed the resolutions team back on January 10th and have yet to hear from them. In the meantime, I have paid for a warranty and a fitness subscription for a piece of equipment that I have not been able to physically use since April of 2022

  

  Business Response

  Date: 01/23/2023

  *********, 

  First and foremost, I just want to apologize for all of the trouble you have faced in working with our company. It is our greatest desire that our machines will work seamlessly for you, so we are always saddened to hear if that is not the case. It is my hope that we can find a way to make you whole in this situation under the means that are possible due to the circumstances. Because of the timeline here unfortunately a return/full refund of the machine is just not going to be a possibility. 

  I went ahead and checked the stock of the parts that you are awaiting to see what can be done to get them out to you as soon as possible. It appears that the parts are currently out of stock. They have been in work order for a few weeks now, so we should be receiving the shipment of replacements to our warehouse soon. In order to expedite this process for you, I went ahead and submitted what we call a Build and Ship form, which essentially puts you at the top of the list to receive the parts first as soon as they do come in, as well as ensures the order will be expedited out. 

  I assure you we are more than happy to compensate for the delays, and please continue knowing we appreciate your patience so much. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18825993
  
  I am rejecting this response because:

  I feel that it is very important to note that my original issue arose in June of 2022 when my original X22i caught on fire. I worked with the product resolution team and a replacement treadmill was sent and I had to pay $250 to have the old machine disposed of.  The replacement machine that was delivered obviously never went through a quality control process and it arrive defective.   I missed over a week of work meeting with a tech on 4 different occasions to try to repair the treadmill and no replacement parts could fix it.  

   

  A SECOND replacement treadmill was sent and this time the defective treadmill was picked up when the delivery team arrived.  Once again, no quality control in place as the SECOND treadmill was only used one time and the belt and incline and decline stopped working.   I am essentially out $3,000 for a treadmill.   I also paid extra for the extended warranty and the clock has been ticking.  I have not been able to transfer the warranty because I can't get a replacement machine that works.   I also paid to renew my IFIT family membership for another year, however I have again been out a machine since June of last year 

   

  I am out thousands of dollars, am not able to train for upcoming race events and marathons, I can never reach anyone by phone when I call customer care, no one responds when I send messages to NordicTrack when I send messages through Social Media

  You honestly feel that an acceptable response is "keep waiting, hopefully someday a part will arrive and we will once again have you miss more work to meet the tech and maybe the part is the correct one and maybe you will be able to use your second replacement treadmill that we sent to you back in December"?   Why are there multiple mechanical issues with your brand new machines?  Why are there so many upset customers that spent hard earned money and they have defective equipment right out of the box and then wait around 6 months for a satisfactory resolution? 

   

  How can there be that many issues with equipment that you cannot event keep enough parts in stock to get these up and running again?  I thin Icon fitness needs to realize that some of your customers had to work very very hard to have enough money to afford this workout equipment. I spent my entire year end bonus to purchase a treadmill.  I feel very taken advantage of 

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

  

  Business Response

  Date: 01/26/2023

  *********, 

  I understand completely where you are coming from, and on a personal level respect and empathize with the feelings of frustration and hopelessness that you have in this situation. It is hard to have faith in the process, when at this point the process has failed you. For starters, I just want to assure you that changes are being made on our end to best avoid these kinds of dealings in the future. Next, although I know it is nothing more than what is expected, but I will make sure that you are compensated for all downtime on the warranty, and the iFit Family Membership. 

  I know many rely on their equipment for training purposes in upcoming endeavors, physical and mental health goals, as well as just as an outlet from daily life. We do not take lightly that at this point the delays on our side are what are holding you back from these amazing benefits. Please know we are so sorry, and are doing all we can to get this taken care of quickly and effectively. 

  I have checked to make sure that a Service Order is in place for you, so that when you do receive the Console you are prepared and set-up for almost immediate service. As well as I do have verification that you are at the top of the receival list. Again, I am so sorry for the heaviness of this situation, please do not hesitate to reach out if there is anything additional that we can do to assist you. 

   

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18825993
  
  I am rejecting this response because:

   

   

  I do appreciate that you are willing to extend my warranty and Ifit membership and I would like to take you up on that once I have a fully functioning machine.  I spoke with the Product Resolutions team over a week ago and they told me that they were going to push me up on the list- however the tracking still show that there is no part on the way. 

   

  when I reached out to NordicTrack on January 4th, I was told that I would have all of my parts within 2 weeks, if not sooner.  It will be a month as of Feb 4th and to be honest, I feel that we are just throwing random parts at this situation.   What is your specific plan to make me whole if these parts do not fix the lemon machine? 

  Since 2019 I have now been exposed to FOUR defective treadmills.  The counsel went out in my first treadmill in 2020 and the part was on a 6 month back order.  I thought by spending $3k on the X22i, I was making a good investment because I was lead to believe that it was your top of the line treadmill.   I had nothing but service issues with that treadmill ever since I received it and it eventually caught on fire back in June.   I then had not one, but TWO back to back defective machines delivered to me.   After the first defective machine, I thought to myself, "there is no way that NordicTrack can miss the **** a 4th time."

   

  Well here we are- I am out over $4,000 between the purchase of 2 treadmills, out $250 as I had to pay to take the treadmill with fire damage to the landfill, I have missed over a week of work due to appoints with a technician and no one can tell me if I will ever see this back order part, or if this last magical part is even going to fix the situation

   

  What is your plan if I need to go another month without a machine if these parts either never come, or arrive and the treadmill belt still does not move or the machine does not incline/decline? 

   

  Your apology is appreciated, but it does not give me a plan for a concrete resolution 

   

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

  

  Business Response

  Date: 02/03/2023

  *********, 

  I completely understand your desire for a concrete resolution, and I wish I had a means of promising you one specific outcome, however until we have replaced that part I do not know for sure what we could offer you in the instance that it does not resolve the issue. Where you do have an extensive history with our company, and with receiving machine replacements so on and so forth, I have confidence that your situation would be one we would consider an exception to the general rule.  

  As far as an update on the replacement parts go, I have been in direct contact with our warehouse manager, and he instated the process a little over a week ago to have this part specifically built and shipped out to you. I would assume we are getting closer to the end of that process, but am happy to continue updating as more information does become available to me. 

  I am sorry I don't have better news or more concrete information at this point, but I am hopeful that a resolution is nearing. Thank you.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18825993
  
  I am rejecting this response because:

   

  I called in on January 4th to report that my second replacement treadmill was in fact defective after less than 1 hour of using it.  I was told that parts would be ordered, but one part was on back order for over a month.  yesterday the back order part arrived and the tech came to visit and the treadmill still does not operate. 

   

  new parts have been back ordered and I was told the controller is on back order.  Why, might I ask would you not have ordered that part back on January 4th if you knew that the incline/decline did not work and the treadmill belt does not move?    the console powers on and I can even chose a program, the machine physically will not move 

  Is this the new game?  Just throw random parts my way that are on back order and just let my warranty run out?   Again I need to stress to you that my original treadmill literally CAUGHT ON FIRE! I had to deal with your legal team for over a month and the had concerns of the damage that was done to my home.   All I have ever asked of your company was for a functioning replacement treadmill as my original treadmill was under warrenty

   

  This has been hands down the worst purchase resolution experience that I have ever experienced in my life. 

   

  What is your specific plan if my defective (2nd replacement) treadmill is not up and running by March 31st ? 

   

   

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

  

  Business Response

  Date: 02/09/2023

  *********, 

  I understand your experience thus far has been very frustrating, and less than satisfactory. I cannot speak for the representatives that you worked with previously, nor can I change the actions that were taken at the point of the reported problem, but I can apologize for the continued grievances this may have caused you. I want to assure you that downtime will be applied to your warranty, so this is definitely not a tactic to lure you out of coverage. This is simply our efforts to get the machine you do have fixed under the circumstances we are currently in, and within the bounds of our protocols. 

  As mentioned previously, I cannot guarantee a specific next step until we have explored what the totality of the repairs does for the machine. Once we have more context, and additional information under our belts I can give you a better idea.  Again, another thing I mentioned previously and do believe to be true is due to the circumstances of your situation, and with all things considered I would assume alternative options to repair could potentially be explored at that point should these repairs not resolve the issues with the machine. 

  Again, I am so sorry for what you are currently experience, and your continued patience is much appreciated. 

  Customer Answer

  Date: 02/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********

   

  It appears at this time, nothing more can be done until more replacement parts are ordered.  I will will be looking for a full refund of my machine if parts continue to be on permanent back order or if the machine is considered a "lemon" even after multiple parts have been replaced 

   

   

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

• Initial Complaint

  Date:01/17/2023

  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.

  I have been an iFIT customer for over two years. Every interaction with this company has been so frustrating and I believe that is by design. If you call the customer service line you are met with automated menu after automated menu, none of which take you directly to a customer service employee. The call back feature regularly makes you wait over a hour for a response call. When you do get a live person on the phone they have a tendency to drop the call or transfer you back to a labyrinth of automated menus. Simple questions or requests turn into week long email exchanges with no accountability for the iFIT company. If I call and select sales through their phone service I will get a live sales person in two minutes or less. It is unacceptable that company able to constantly sell items to customers but then offer no viable form of customer service afterwards.

  

  Business Response

  Date: 01/20/2023

  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 happy to assist you if you are still in need of assistance, please provide additional information on what you are needing assistance with.

  Thank you!

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18825842
  
  I am rejecting this response because: This is exactly why dealing with iFIT is so frustrating. They will keep you in a never ending loop of false apologies with out any real intention of fixing their major problems. When calling your customer service line I can get a sales team member on the phone in under two minutes but to talk to any customer service representative I have to wait a minimum of an hour to get a call back. When you do receive a call back the person will most certainly be in the wrong department. They will then try and transfer you which results in being dumped back into the waiting cue or the call being dropped all together. I have questions regarding iFITs milestone rewards program which the help website and automated phone service have no way of resolving. The people in call center who actually answer the customer service line are only able to email iFIT about my concerns and are not actual customer service representatives. This company only makes it harder each day for their customers to have an enjoyable experience with the machines they have purchased. 
  
  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 this. We completely understand where you are coming from on this matter. 
  

  If you'd like to provide additional information on what you are needing we are happy to assist you to get it resolved for you as quickly as possible.

  Thank you.

• Initial Complaint

  Date:01/17/2023

  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.

  Nordic Track S22I bike with Ifit Purchase Information Product Family Bike Model / SKU NTEX02121 . 9 Serial Number ************* Purchased At AMAZON.COM Purchase Price $1,499.00 Manufacturer's Warranty Information Purchase Date Jan 05, 2022 Labor End Date Apr 05, 2023 Parts End Date Apr 04, **** the machine quit working about a month ago - after 2 hours waiting on phone we talked to a technician that sent us 3 wires to install to fix the issue (monitor quit working completely). We installed the wires as directed (no instructions came with the wires but we figured it out after some time. Changing the wires did nothing to correct the issue. We've left our number for call back, emailed them, and even waited over 2 hours to chat on line with someone, but no one ever answers our emails, chats or phone calls (currently I'm on hold for 2 hours and 15 minutes with no response yet. The warranty is useless if no one answers your service request. I want my money back and I should not be expected to perform warranty work myself. This is ridiculous.

  

  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 your account and I do see an order for a console was placed for you as of 1/17/23.  Your order number is ICS9584636.  You can track that at the link below once it has shipped:
  **************************************************************************
  

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

  Thank you
  
  

• Initial Complaint

  Date:01/17/2023

  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.

  We purchased a NordicTrack treadmill in December and before the end of the month the screen was flashing erratically and often had major screen tear rendering it [almost/fully] unusable depending on the day. For the times it DID work, we have to cover it with a blanket so as to not fry our vision from the heavy flashing screen. After waiting on hold for an hour+ I finally got a hold of someone who had me send them pictures+video (I already had in the ticket and they seemed unable to even access their own ticket system - or just ignored it entirely). They said the console needed to be replaced and that we would receive it in 3 weeks. I never received any confirmation, tracking number, shipping update. Now I can't get a hold of them. As I'm typing this out I've been on hold for 45 minutes on the phone and 30 minutes for chat.I just want this expensive piece of equipment that we've purchased to work properly and not present issues that can harm our health.

  

  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 looked over your account and I do see we are currently waiting to receive a new shipment of that part.  Once we receive the shipment we will have it sent out to you 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
  
  

• Initial Complaint

  Date:01/17/2023

  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.

  First Request 01/13/2023 I have requested assistance on several occasions both by phone and service request online to get help ordering the parts I need to repair my Nordictrack S15i cycle. Each time I am asked the same questions repeatedly and then put on hold to be transferred to another agent. After holding for as many as 30 minutes I am asked to leave a contact number and they will return my call. I did receive one call back to get additional information but have not been able make contact since then. I have made no less than 4 calls and as many online requests but have not received a call from someone that can actually help. I am not asking to have the parts replaced for free, but would like to get my cycle back to working condition.

  

  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 your account and as you are no longer covered under the manufactures warranty for parts or labor you will need to contact our non warranty department for assistance.

  You can contact our non warranty department at ************ for assistance.

  Thank you!

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18825046
  
  I am rejecting this response because:

  I contacted the phone number *************) that was supplied by NordicTrack on several occasions but was placed on hold without the option for a call back. 

  The first time for 31 minutes and the second time for 21 minutes. Each time I have called in the past I have had the option to leave my number and they would 

  return my call, with the exception of one time a call was never returned. It would be nice to have a representative of the company to contact me directly instead of being put on indefinite hold. Give me a number to call that no one answer is not a customer solution. Very dissatisfied this their whole customer service process. I would not suggest anyone purchasing a product from NordicTrack.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/17/2023

  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 have a NordicTrack T 6.5 Si treadmill with iFit and the new update has rendered my treadmill completely unusable. It was purchased in 2020. Hundreds of other people are having the same issue online. I am pregnant so its important that I exercise everyday and its much too cold to jog outside. Im hoping to have the console replaced as soon as possible, free of cost.

  

  Business Response

  Date: 01/19/2023

  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 searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine. Please provide the following info so we can get this resolved for you. 

  Serial Number:
  Model Number: 
  Where Purchased:
  Date Purchased:
  

  Thank you

   

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

  
  

  Customer Answer

  Date: 01/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is going in the right direction. In response to their message, here are the following requests from them to resolve my issue:

  Model Number: NTL17919.3

  Serial Number: **************

  Where Purchased: Amazon

  Date Purchased: April 6, 2020

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

  

  Business Response

  Date: 01/20/2023

  Hi ********! 

  Thank you so much for providing that infomation for us. In looking into your account today, we were able to order a new console for you. Your part order is ICS9587419. You can track that at the link below once it has shipped:

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

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

  
  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. Thank you very much!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/17/2023

  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 a NordicTrack Treadmill T 6.5 Si series, NTL ******* MM830C0315, in April 2020. In November of 2022 the ifit software completely crashed and the machine is unusable. The representative has advised it will be over $700 ($455.20 plus tax and customer service freight totaling ****** for the part, $150 for service call to install part) for the new software plus service, new console. I used the treadmill a total of under ***** times and yet the machine needs an entire software overhaul. I believe I have a defective product and would like the new part reimbursed in the amount of the part ($544.23)or a replacement machine. It has been near impossible to reach anyone via email regarding this matter yet I have written emails multiple times. The one response I received was that the matter was resolved which it has not.

  

  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 reached out to an IFIT agent and they have submitted a request over to have the charge refunded.

  If you have any further questions, please contact our IFIT department at ************** for assistance.

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

• Initial Complaint

  Date:01/16/2023

  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 pricey treadmill in June of ********************************************* Dec 2022. It cost nearly 2k, and I purchased a 3 year warranty in the amount of ****** for this machine, and this expires in 2022. First, the product was quite subpar when we first assembled; I had to have one piece of the replaced because it was so flimsy. As of Dec. 2022, I have called, submitted online tickets, and have emailed the company at least 20 times, and have yet to speak to one living person. I have called on business days early in the afternoon, and get a message that the office is closed during what are supposedly their business hours. I either want the machine serviced, replaced, or a full refund.I really need some help with this issue. Please advise. Thanks

  

  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 for you as quickly as possible.

  Thank you!