Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

iFIT has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  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

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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.

  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: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.

  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: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 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: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 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: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.

  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 
  
  

• 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