Complaints

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

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  Universal Technical Services

  1500 S 1000 W Logan, UT 84321-8206

• 

  Universal Technical Services

  PO Box 447 Logan, UT 84323-0447

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:07/15/2025

  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.

  Like many others who have filed complaints against UTS on BBB and posted negative reviews on BBB and elsewhere, I am adding to the chorus of dissatisfaction that floats around this company like a foul smell. I and many others paid approximately $500 for an extended warranty on a NordicTrack incline treadmill, the 1750 Commercial. The NordicTrack salesperson, who must be aware of UTS's terrible track record, assured me at the point of sale that "any time there is an issue with the machine, big or small, just let us know, and we can send a certified technician to your home to make the repair." I do, in fact, have a problem with the machine that requires a service visit. But I should have known better - when a corporation has your money already, they have no motivation at all to actually provide future services. UTS's strategy appears to be to be impossible to contact - inexcusable by today's expectations of communication. UTS has no email address that I could find, no online chat function or form to initiate a claim. I was able to find two toll-free numbers that direct me to the same hold music that provides no feedback - no queue number, no estimated wait times, no way to engage with a human or triage for higher or lower priority issues. I have been on hold for a total of three hours so far today with two disconnections, and I am no closer to resolving my claim or getting any value at all from the warranty that I purchased.

  Business Response

  Date: 07/16/2025

  Hi ******, 

  Our records indicate you spoke with a UTS Representative 07/15/2025 @ 5:14 pm MST and they referred you to the Canadian service claims team at that time. Extended service plan claims in Canada are processed through Nordictrack directly. You can reach them at ************** or by chat at ***********

  Customer Answer

  Date: 07/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23602823, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/08/2025

  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.

  Called UTS, they won't honor the extended warranty. After going through customer support it was determined that the S22i bike needed a console (screen) replacement. Cold solder has been one of the manufacturing issues identified as causing these premature hardware failures. Screen would flicker iFIT logo and then turn black and unresponsive. Fan and incline still work. Power cycling the bike, resetting it with a paper clip, and unplugging and plugging back wiring did not solve the issue. UTS referred me back to iFIT blaming it on a software issue, while iFIT confirmed this was not a software issue but a hardware one. Spent around 4 hours on the phone waiting or speaking with iFIT and UTS representatives. ******* ******* @ UTS asked for an images showing the issue and I went further and provided a video of the booting sequence terminating in a blank unresponsive screen. I had a family plan and paid for extended warranty. iFIT would not even reimburse the prorated remaining membership knowing the machine is unusable. Steer away from Nordic Track and UTS.

  Business Response

  Date: 07/17/2025

  A replacement console has been ordered for you. Thanks,

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Warranty Not Being Honored
  
  Purchased a treadmill a few years ago. Warranty expired this March. Submitted a claim this February that team has gone to great lengths to avoid, including giving me contradictory reasons. Short history:
  
  * Claim initially rejected in March because warranty period was over. I pointed out that I submitted the claim in February (a few weeks before end of warranty). After several escalations and time-consuming back-and-forth, they agreed to perform the repair.
  * Repair tech comes and says he "does not have the right parts" to fix the issue and would order them and come back.
  * When I follow up, I *again* get the excuse that the warranty has expired. I point out that it's not my fault that their tech didn't have the right parts.
  * Then they start saying that the issue that the treadmill has is a new issue and not the one the technician saw. I showed them how this is contradicted by the video I uploaded in February.
  * Then they went back to saying that the whole claim is invalid because the warranty expired in March and it's now June.
  * Then they said that shipped me the part as a goodwill gesture but that they are not responsible for installation. When I questioned whether my doing the repairs myself would void their responsibility if anything went wrong during self-repairs, they did not answer the question.
  * Then they went back to saying that I was dealing with a completely new issue. When I reminded them about the video from February and that their own rep has said he didn't have the right parts to fix the issue and would come back when he did, they told me that the rep didn't work for the company (!!!) so that was irrelevant (!) I asked why a rep, no matter who he worked for, would say "I don't have the right part to fix this and I will come back when I do" if there was no issue to resolve.
  
  I'm simplifying - this went round and round in circles. I've emailed Nordic Track's support email as well but have not received any reply.

  Business Response

  Date: 07/07/2025

  ********, 

  Thank you for reaching out, and ultimately bringing your concerns to our attention! 

  I am sorry that receiving assistance have proven quite difficult. In looking at your account, I can see that your equipment is now solely covered by an extended warranty. Have you contacted the extended warranty provider, UTS, to determine what can be offered by means of repair or otherwise? Please let me know, as I would be happy to give you their contact information if need be. 

  Have a wonderful rest of your day. 

  Best regards, 

  iFit BBB

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: 23532373
  
  
  
  I am rejecting this response because it's not really a response.  All it is is asking me whether I've contacted the warranty provider and noting that my warranty is now over.
  
  *THAT IS THE WHOLE POINT OF MY COMPLAINT*  
  
  * I know my warranty is over.  My complaint is that my issue was not addressed when the warranty was active.  I reported the issue when the warranty was active.  After a lot of back-and-forth, they finally acknowledged that, in writing.  But they don't want to actually do the repair they committed to because the warranty is over.
  
  * I thought I stated the above pretty clearly in my complaint.  I'm not sure if Nordic Trak is getting a lot of complaints or if resources are low, but it doesn't look like anyone actually read or engaged with the complaint.  
  
  I had a positive view of Nordic Track and its products until this.  I'm really hoping this simple matter (that has already taken 8-10 hours of my time) can be resolved and I am really puzzled why a long-standing customer is being treated this way.
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 07/08/2025

  ********, 

  I appreciate your response, and again am sorry for the frustration. 

  UTS, the extended warranty contractor, has been covering your equipment since 2022. Based on your file you have worked with them on multiple occassions, because of this the manufacturer would not take ownership of any issues which occurred whilst UTS or the extended warranty was the coverage on the unit. I also feel it necessary to explain that UTS is a contractor of iFit, we are two seperate entities, and ultimately this is why claims must go to the correct place to be handled. 

  I have made management with UTS aware of your situation, they are prepared for your call, and can be reached at ***** ********* 

  Thank you, 

  iFit BBB

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: 23532373
  
  
  
  I am rejecting this response because - again - this is about a claim that occurred during the warranty period.  I don't understand why this is so complicated.  This has been clearly stated and clearly documented. 
  

  I purchased a warranty from Nordic Track.  Not from some random provider they outsourced to.  And Ifit itself apparently outsourced its work to a further contractor whom they are blaming now.  There is no point calling them - as clearly documented they are refusing to perform the repair work because the warranty is expired even though the reason why the warranty is expired is because they delayed the repairs long enough to run out the clock   
  

  it seems that everyone has done well out of this arrangement other than me.

  if this is indeed Nordic Tracks policy they should clearly disclose that any warranties purchased will be served by a random third party who may themselves outsource, and that Nordic Track takes no interest or responsibility if the people they outsource to ignore the warranty commitments that customers pay Nordic Track for.

  If that's truly Nordic Tracks policy then I would appreciate confirmation and I will never bother Nordic Track again.  
  

  if it is not Nordic Tracks policy to let its customers be screwed over by random contractors of contractors  then I respectfully ask what Nordic Track will do to resolve the situation   

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

  Business Response

  Date: 07/08/2025

  ********, 

  I am sorry that you feel as if you are not receiving satisfactory assistance! 

  I understand that an issue was reported within the warranty period, this said, the issue was resolved and the case was considered closed for a period of time. If the issue has returned, it is not considered apart of that same original claim. It is an entirely new claim that is to be handled seperately-even if the issue itself is similar. The only exception to this is if the issue returns within 30 days of the original repair. Which according to our records, does not appear to be the case here. 

  I have asked management with our partner at UTS to contact you and assist with the warrantied portion of the repair. They have confirmed that parts will be covered on your behalf if you wish to continue. 

  I appreciate your understanding, and hope this can be settled fairly & respectively to both sides. 

  Kindly, 

  iFit BBB

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: 23532373
  
  
  
  I am rejecting this response because:

  AGAIN - this is NOT about an issue that was fixed.  This is about an issue that was NEVER fixed.  
  
  the contractor who came to my house said that he didn't have the right parts to do the repair and that he'd be back when he got the parts. 

  
  by the time he got the parts, the warranty scammers said that it's now too late because the warranty expired 

  
  Worth noting that they tried 5 other ways of rejecting the claim before they came up with this one.

  when I asked uts about this they said the contractor doesn't work for them.   So I paid Nordic Track   I thought I was dealing with Nordic Track which was a brand at that point I trusted   
  

  I would never have purchased a warranty if I'd been told "we will sell your warranty to some company you've never heard of and who themselves will use random people who they take no responsibility for and if you get near the end of the warranty they won't do any service because they can just run out the clock"

  
  i don't understand why i am constantly having to repeat myself   

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

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

• Initial Complaint

  Date:06/09/2025

  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.

  The Warranty protection was for 5 years on a Treadmill purchased in 2021. They were supposed to contact me and come once a year for maintenance. They have never contacted me, nor have they come to do the work. I could not find the agreement or the name of the company until this spring. I believe I paid $500 for this. I contacted them a few weeks ago and did not hear back from them. I am hoping you can advise me. Thank you.

  Business Response

  Date: 06/10/2025

  We apologize that you have not been able to get in touch with us. The annual maintenance is performed upon your request each year, it is not automatically sent out without contact from you. You can contact our offices at ************** or by emailing ******************************** We will have an agent contact you from this complaint about setting up service. Thanks,

• Initial Complaint

  Date:05/09/2025

  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.

  Pro Form IFit warranty service. Extended warranty purchases for exercise bike. Bike stopped working. Tech came out and sent repair order. Co claimed tech was wrong. Tech sent out again. Still refusing to answer calls or give tech permission to make repairs. Company simply ignoring repair.

  Business Response

  Date: 05/14/2025

  We apologize you are experiencing issues with your product. We received the technician service notes on 05/12/2025 of the parts needed. These parts have been ordered and return request sent to the technician to complete your service. You should be receiving an email shortly of both the parts order and technician contact.

  Thanks,

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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 an extended warrantee for a Nordic Track treadmill from UTS. The ********* subsequently broke within the warrantee period.I contacted UTS and they sent me an email requesting photos, attached to which was a long list of exclusionary criteria, none of which were presented at the time of purchase. One of these concerned the location of the equipment: it should not be in a garage. Mine was installed in my garage from the beginning. Obviously, had I known that that was disqualificatory, I would not have purchased the warrantee. in the first place.This seems to me to be an instance of what is sometimes called "bait and switch". It is possible that the list of exclusions was present somewhere at the time of purchase (this was done online, and there was no obvious display of this list), but I was certainly not aware of it. Thus, I think UTS needs to be more transparent in its warrantee offerings, and honor good faith claims.

  Business Response

  Date: 04/11/2025

  The information about the garage location is listed in the user's manual that comes with the product. It appears the service plan was purchased after the product, from the online registration site. This site has the ability to review the user's manual as well as the terms and conditions of the service plan prior to purchase.  The users manual does state under the limited warranty the follow: "(3) if all instructions and warnings in this manual are not followed, (4) if the
  product is abused or improperly or abnormally used," Under warning and precautions it states: "6. Keep the treadmill indoors, away from moisture and dust. Do not put the treadmill in a garage or covered patio, or near water."  The service plan does not cover diagnostic visits. However, if the machine is moved into the home and stored there indefinitely and pictures are provided we can send a tech for the reported issue. If the technician finds that the failure was due to the location of the product no additional parts or service will be sent. 

• Initial Complaint

  Date:03/25/2025

  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 bought a commercial S22i bike during the pandemic. We paid for the extended warranty and have needed it repeatedly. The bike has had various issues throughout our use. Over the course of the last 8 months we have spent more time trying to fix it than we have used it. The resistance stops working and we have replaced the control panel multiple times. They have sent us new wires and new parts 7 times within these last 8 months. I'm tired of the same thing breaking down over and over again. The definition of insanity is doing the same thing over and over and expecting different results. This is insane!

  Business Response

  Date: 03/27/2025

  Hi ******, 

  We apologize for the experience you have had, we understand your frustrtation, You will want to reach out to the extended warranty directly for the request you have made. They may be reached at 888-677-3838 at  using ******************@utsplans.com

  Thank you 

• Initial Complaint

  Date:03/17/2025

  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.

  THE WORST EXCERSICE EQUIPMENT I EVER BOUGHT!!!IT STOPPED WORKING AFTER A COUPLE OF MONTHS ( I USED IT 4 TIMES) THEY WILL NOT SEND A SERVICE TECHNICIAN AND THEY SEND YOU THE PARTS AND YOU HAVE TO FIX IT YOURSELF WHICH IS IMPOSIBLE UNLESS YOU ARE AN ELECTRICIAN!!!THIS PEOPLE ARE SHAMELESS AND THEY WILL NOT SERVICE THEIR OWN EQUIPMENT, AND THEY USE A THIRD PARTY SERVICE COMPANY THAT HAS NO CLUE AND THERE IS NO COMMUNICATION BETWEEN THEM AND NORDIC TRACK. THEY SELL YOU A SERVICE CONTRACT BUT THEY EXPECT YOU TO FIX IT YOURSELF!******* TRACK SAYS PRODUCT IS UNDER WARRANTY BUT THE WARRANTY COMPANY WILL NOT COME AND FIX THE PRODUCT AND THEY EXPECT FOR YOU TO CHANGE THEIR OWN PARTS.

  Business Response

  Date: 03/24/2025

  A service order has been dispatched to the local provider to install your console you received. Thanks,

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23075980
  
  I am rejecting this response because:

  NOBODY HAS REACHED OUT TO MAKE AN APPOINTMENT TO REPAIR THE MACHINE
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/25/2025

  The service request was just placed yesterday. Please allow 3-5 business days for the contract technician to contact you. Thanks,

• Initial Complaint

  Date:03/10/2025

  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 an extended warranty through **************************** (UTS) that is not being honored. UTS may also be called, "National Product Care Company," of *******, ********. I purchased a Pro Form 750R rowing machine from Best Buy on 1/21/23. The machine was defective, and Best Buy sent a replacement machine to me on 2/7/23. I purchased an extended warranty from *** and, in March of this year (2025) attempted to utilize the warranty but was told by *** (through e-mail correspondence) that my machine was not covered under the warranty. In reviewing my written contract with ***, I noticed the serial number listed on the agreement (Agreement No. ********) is different than the serial number of my current machine, possibly due to the replacement of the original machine, which was replaced within three weeks of the original purchase date. I paid $217.99 to *** for the extended warranty (via Check #**** of my personal checking account, which was mailed to UTS on 3/20/23 and was cashed on 4/13/23). I have asked *** to either transfer the warranty to the replacement machine or refund my money since I do not own the machine *** claims the warranty covers, but *** has told me this is not their issue and I need to resolve this with Best Buy, however, Best Buy has nothing to do with warranties sold by ***. I am writing to ask for assistance in obtaining some type of relief - either the warranty coverage that was advertised or a return of my $217.99.

  Business Response

  Date: 03/14/2025

  We apologize for the confusion. A service supervisor will be contacting you to set up parts and service. Thanks,

  Customer Answer

  Date: 03/14/2025

   
  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:02/06/2025

  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 called the company to purchase a 4-year extended warranty for my treadmill. I was quoted $129.99 USD for standard plan. I called back on this Monday Feb 3 and another ***** said the same warranty will cost $199.99. I asked for the reason of discrepancy and I was told that I would be connected to the first ***** which gave the quote of $129.99 USD. I left her message and she did not call that day. I called 7 times from Monday till yesterday which was Wednesday. My last day of warranty is today Feb 6, I tried different *****s, I asked to talk to the supervisor, was transferred to her voice mail with no luck. Finally she responded and this time she quoted $169.99. I sent her the requested info in 10 mins and waited a day with no ************** I called, guess what another *****, requested to talk to the supervisor and I was told that $199.99 is the price either take it or not. So, what would I do on the last day of warranty. I paid the $199.99 but I am really frustrated with their attitude, lack of training and communication and timing of getting back to client. It is just awful. I hope their warranty service is not the same as their pricing.Sending this complain to look into their pricing and tell them to educate their ***** so we don't need to spend days and hours to reach them and finally get nowhere. There is quite a difference between $129.99 and $199.99 and I would rather the supervisor to review the conversation on January ********************************* their fist place and grant the price they quoted!

  Business Response

  Date: 02/10/2025

  Hi ******, 

  We were able to pull multiple call recordings you had with agents. The first initial call with our group the agent did indicate the pricing at which ******* charged for the service plan. The second time you contacted in the agent did not determine that you lived in ****** and quoted you US pricing. We apologize that this happened. What was charged to you is the correct pricing for where you live. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22907664
  
  I am rejecting your response because, when customers contact your company, the first thing agents ask for is the customer's name and complete address. Given this, the agent's lack of awareness that I reside in ****** is not a valid excuse. Therefore, I am writing to formally request compensation due to the miscommunication and lack of proper assistance I have experienced while trying to resolve my concern.
  
  I first called on January 6, during which I noted the quoted price but later lost the paper. When I called again on January 28, I explained the situation. The agent had access to my previous history, including my country of residence, and confirmed that for Years 3 & 4, the cost was $129.99 USD. I even asked for confirmation a second time to ensure accuracy. I was assured that if I proceeded that day, I would be charged $129.99.

  
  Since then, I have made multiple calls, left messages, and requested to speak with a supervisor to resolve this issue, yet I have been met with long hold times, unreturned calls, and a general lack of urgency in addressing my concern. This has resulted in a significant waste of my time and frustration. I strongly believe your agents should be better trained to provide accurate information and your supervisors should be more proactive in assisting customers. Given the inconvenience and time lost due to these repeated errors and delays, I am requesting appropriate compensation and I am looking forward to your response and action.
  

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

  Business Response

  Date: 02/12/2025

  Maryam, 

  Service plan premiums are based of the cost of the product. We can refund your purchase for a 4yr standard plan at $199, and sell you the 4 yr plan at $129 however this plan only covers upto $299 where as your product is quite more than that. If you ever had to have service or your machine replaced it will only cover up to $299.

  Please let us know how you would like to proceed.