ComplaintsforUniversal Technical Services

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Nordictrack elliptical machine in 2020 and opted to purchase an extended warranty. Almost immediately, we began encountering issues with the machine that we began reaching out to iFit/Nordictrack to resolve. The first service appointment took upwards of 2 years and upwards of 15 outreach attempts to secure. I also filed a BBB claim against iFit once before that ended up expediting this first appointment. Since then, I've filed multiple other claims for an issue I've been having with my machine and have documented the issue via audio and video. iFit sends parts to my house with no explanation of what the parts are for. A technician from a third party company comes, installs some parts, and tells me to hold onto the others. I have informed the technician (it's been the same one each time) of the issue I'm having with my machine but it remains unresolved after each service appointment. Today, the issue I've been reporting resulted in the entire arm of the elliptical machine snapping off from the spinwheel, which resulted in me falling off of the machine. Upon request, I can provide as much evidence as is necessary to document the amount of times I have reported this issue to iFit and can provide videos of the issue and, ultimately, a video from today of the final result. The videos are not an accepted file type (they're .mov files) so please let me know if there's a way that I can email these.

  Business response

  03/19/2024

  Thank you for reaching out to UTS, we have a record of services and parts that have been dispatched to repair your product.  However, please understand that we are not the manufacturer of the product, and we strictly cover the parts and repair of the product dependent upon the term coverage purchased.  For your product we do provide parts and in-home service performed by a technician and because we are not the manufacturer, we do not base our discretion to service the product on whether or not the unit continues to fail, rather if the service costs surpass the price of the product we would evaluate eligibility to replace the unit.  In your circumstance our policy will continue to repair the unit if it fails to ensure you have an operating product.  If you are seeking a replacement due to workmanship of the product unfortunately, we cannot assist you and would refer you to contact the manufacturer directly.  We would be happy to continue to assist you with the necessary parts and service so you can begin using the product again.  You can send video and your assumption of which parts are needed for the repair to ************************************ with attention to BBB Escalation.  Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Nordictrack S15i bike and extended warranty, managed by UTS. The resistance on the bike stopped working September 2023 and as of March 2024, bike still not working. There have been 6 service calls to replace a total of 19 parts with the controller being replaced 4 times. The technician and iFit representative all agree bike should be replaced but all UTS wants to do is keep replacing parts. It is not clear to me how replacing parts over and over will fix the problem. The last round it took them 6 weeks to decide to send out more parts which of course were installed and bike still doesn’t work. In addition, there is no escalation path for the customer at UTS. I have made at least 30 phone calls between UTS and the company they contract to do the work to try to help get it resolved. All roads lead to UTS not willing to follow their contractual obligations. I just want to be able to use my bike. Warning to anyone, don’t do extended warranty thru UTS as they don’t fix the product.

  Business response

  03/19/2024

  Thank you for reaching out to UTS, we have been working with the technician and the engineers at NordicTrack to determine based on the sequence of lights on the controller where the root cause of the issue persists.  The technician should have already reached out as additional parts are on order and a return service has been added for the technician to complete repair to the product.  We appreciate your effort and patience in helping to resolve the issues presented with your product. Thank you.

  Customer response

  03/23/2024

   
  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

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a NordicTrack Incline Trainer model # NTL24015.2 with their extended warranty. Before the manufactures warranty expired problems started occurring where the Incline Trainer would shut itself off for no apparent reason and at times the screen would go completely black. After years of replacing motors, rollers, chip boards, etc. those problems still existed and new problems occurred along the way. On December 18, 2023, I received an email offer to replace my NordicTrack Incline Trainer. The problem with UTS offer is that theyre offering a credit for what I paid in 2017. What I paid in 2017 will not replace my Incline Trainer with a Incline Trainer. This defectively manufactured Incline Trainer that I have was still under the manufacture warranty when the problems began to manifest themselves. iFIT / ICON **************** obligation is to repair or replace the Incline Trainer. In a conversation with a NordicTrack representative before I made my purchase. I was told that if something occurred that couldnt be repaired, then the Incline Trainer would be replaced with a new Incline Trainer. iFIT engineers and techs took 7 years and failed to meet its obligation to repair this defectively manufactured / flawed Incline Trainer. My Incline Trainer should have been replaced while it was still under the manufactures warranty (not under UTS). If I hadnt purchased the extended warranty it still would be the manufactures obligation to repair or replace this defective Incline Trainer. Offering a credit for what I paid 7 years ago isnt replacing my Incline Trainer. This defectively manufactured Incline Trainer has substantially impair the use, value, and safety of my spouse and myself. Seventy percent of the time this Incline Trainer has been inoperable. Therefore, Im requesting that my Incline Trainer be REPLACED with an NEW INCLINE TRAINER or issue me a COMPLETE REFUND of my purchase price and extended warranty.

  Business response

  01/23/2024

  Hi ******, 

  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. 

  After reviewing your account and talking with our mangament, we regretfully inform you that because you are no longer covered under the manufacturer's warranty all replacement/refunds will need to go through UTS extended warranty. You will need to work directly with them to get this issue resolved or accept their offer. We apologize for all you have been through. 

  If you have any further questions, please call **************.

   

  Customer response

  01/24/2024

   
  Complaint: 21164565
  
  I am rejecting this response because: (1) the problems with my Incline Trainer started while it was under the manufacturers warranty and the manufacturer "NEVER" fixed the problem. iFIT / NordicTrack, knew that I had purchased their extended warranty and they allow repairs to roll over to UTS.Therefore, trying to escape their responsibilities to repair or replace this defective Incline Trainer. REPLACE doesnt mean that you offer me something less than what I have. I was told (by a NordicTrack / iFIT Representative)before the purchase that replacement (if needed to be replaced) would be with a new Incline Trainer. I bought NordicTrack's top of the line Incline Trainer and now theyre offering me a piece of equipment thats (NOT A INCLINE TRAINER). (2) Neither iFIT or UTS has successfully repaired the problems that began with my Incline Trainer under the manufacturers warranty. (3) This was a defectively manufactured Incline Trainer from the beginning. (4) I ask that iFIT / UTS to refund my purchase price and the cost of the extended warranty or replace my Incline trainer with a new Incline trainer. 
  
  Sincerely,
  
  *****************************

  Business response

  02/02/2024

  Hello ********************, your complaint has been redirected and assigned to UTS because the manufacturer has indicated that their manufacturer warranty is expired, and you do have an active UTS Agreement.  We will do our best to help you understand that your extended coverage is not a replacement plan that guarantees a direct exchange.  The Terms and Conditions of your agreement state "C. Limit of Liability: The limit of liability is the least the cost of (1) the purchase price of the Covered Product excluding tax and delivery costs or (2) authorized repairs not to exceed the purchase price of the Covered Product of (3) replacement of the Covered Product with a product with equal or similar features and functionality of (4) reimbursement for authorized repairs or replacement. Upon replacement, there is no longer any obligation for the replaced product under this Agreement."  To simplify this language your product was covered by an extended service plan at a cost of $239.95, to date UTS has spent greater than the original cost of the product in service and parts costs.  Therefore, we have reached a point where your product no longer qualifies for parts and labor under the Limit of Liability, and you are being offered a replacement credit towards a new product with your credit amount of what you paid for the product $2,299.00.  The UTS service plan does not ensure that you receive the same product or model type, with technology and product advances over the last 7 years the manufacturer has made advancements to improve the products which have resulted in price increases.  In short, your coverage provides equal compensation for your original purchase utilizing your credit amount.  If you would like to fulfill your agreement with UTS the offering is to utilize the credit amount provided towards the product of your choice at which time your UTS service contract will be fulfilled.  We want to assure you that our replacement process ensures that each member is entitled to our standard replacement policy when their product reaches replacement eligibility.  Thank you.

  Customer response

  02/06/2024

   
  Complaint: 21164565
  
  I am rejecting this response because:

  Hello *************************, its my desire to keep our communication on a professional level. Your reply is very demeaning. First you insult me by addressing me as ********************. If you had only spoken with ***************************, she would have informed you that its ********************, not (********************). Secondly,you continued with your insults by being condescending and assuming that you needed to SIMPLIFY your response concerning this defectively manufactured Incline Trainer.

  
  In response to your reply, iFIT / NordicTrack is and should be held strictly liable for the defective manufactured Inclined Trainer. (1.) As previously stated, this problem occurred while the Incline Trainer was 100 percent under the manufacturer warranty and they NEVER fixed the problem. (2.) iFIT / NordicTrack is strictly liable in that it took over 7 years to come up with advancements in technology to correct and improve the Incline Trainer.

  
  Therefore, Im requesting (1.) a complete refund of my purchase price and you can send someone to pick up this defective Incline Trainer or (2.) replace this defective manufactured Incline Trainer with a new Incline Trainer. I prefer option (one) because I never want to do business with iFIT / NordicTrack again.
  
  Sincerely,
  
  *****************************

  Business response

  02/07/2024

  ******************** our apologies that we addressed your concerns using the wrong title.  Also, we did use the terminology 'simplify' only as a means to address your immediate questions and not quote the entirety of the service contract.  However, your complaint and request are not something the Universal Technical Services can address.  If you wish to further your complaint regarding a refund of the product and hold the manufacturer accountable for the issues that began under the manufacturer warranty, then this complaint will have to be transferred.  UTS will only be able to operate within the terms of the contract as discussed in previous correspondence.  Thank you.

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business UTS in reference to complaint ID ********. I do not agree to close out my case. I agree to have the resolution to this complaint transferred back to IFIT / NordicTrack. I do wish to further my complaint regarding a refund or replacement of the Incline Trainer. Therefore,holding IFIT and the manufacturer strictly liable and accountable for the defective manufactured Inclined Trainer. 
  
  Sincerely,
  
  *****************************

  Business response

  02/12/2024

  Hi ******, 

  
  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. 

  
  After reviewing your account and talking with our mangament, we regretfully inform you that because you are no longer covered under the manufacturer's warranty all replacement/refunds will need to go through UTS extended warranty. You will need to work directly with them to get this issue resolved or accept their offer as we we would not be able to offer any resolutions due to being outside the manufacturer's warranty. We apologize for all you have been through. 

  
  If you have any further questions, please call **************.

  Customer response

  02/18/2024

   
  Complaint: 21164565
  
  I am rejecting this response because: The problems with this Incline Trainer occurred under the manufacturer warranty and was "Never" repaired, corrected or replaced per the manufacturer warranty.
  
  Sincerely,
  
  *****************************

  Business response

  02/20/2024

  Hi ******, 
  
  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. 
  
  After reviewing your account and talking with our mangament, we regretfully inform you that because you are no longer covered under the manufacturer's warranty and will be closing the case as we are just going around in circles at this point.
  

  Thank you 

  
  

  Customer response

  02/27/2024

   
  Complaint: 21164565
  
  I am rejecting this response because: the problem with my defective Incline Trainer occurred under the manufacturer warranty, not under UTS warranty. NordicTrack / IFIT never corrected the problem that was reported to them with the Incline Trainer.NordicTrack / IFIT warranty states that they will repair or replace the Incline Trainer, and (not with an inferior piece of exercise equipment). IFIT /NordicTrack states that the warranty is inactive. That's because IFIT /NordicTrack has failed to live up to its responsibility. Why should I be penalized because it took approximately 7 years for IFIT / NordicTrack to say that they can't fix my Incline Trainer. I have been without the use of this Incline Trainer approximately 70% of the time. I purchased the UTS extended warranty for my protection. I didnt purchase the UTS warranty to have IFIT /NordicTrack to use it as an escape clause stating it's been 7 years and repair cost are mounting up and we can't fix it. So, we are going to replace it. Then say because it has been 7 years, and we didn't replace the defective Incline Trainer sooner the price has increased by $1,000.00 and you will be responsible for the difference. Consumer prices goes up every year, but that shouldn't relieve IFIT / NordicTrack of their manufacturers warranty responsibility.IFIT / NordicTrack is strictly liable under the law and under their manufacturer warranty to replace my Incline Trainer with an Incline Trainer.IFIT shouldn't be allowed to pass their responsibility on to the UTS extended warranty that I purchase. UTS is only offering an inferior piece of equipment.

  
  I would like to ask the BBB to intervene as an arbitrator in this matter. 
  
  Sincerely,
  
  *****************************

  Customer response

  03/04/2024

  I don't agree, but Yes to transferring back to UTS!

  Business response

  03/05/2024

  Hello ********************, your complaint has been redirected and assigned to UTS because the manufacturer has indicated that their manufacturer warranty is expired, and you do have an active UTS Agreement.  We will do our best to help you understand that your extended coverage is not a replacement plan that guarantees a direct exchange.  The Terms and Conditions of your agreement state "C. Limit of Liability: The limit of liability is the least the cost of (1) the purchase price of the Covered Product excluding tax and delivery costs or (2) authorized repairs not to exceed the purchase price of the Covered Product of (3) replacement of the Covered Product with a product with equal or similar features and functionality of (4) reimbursement for authorized repairs or replacement. Upon replacement, there is no longer any obligation for the replaced product under this Agreement."  To further explain this language your product was covered by an extended service plan at a cost of $239.95, to date UTS has spent greater than the original cost of the product in service and parts costs.  Therefore, we have reached a point where your product no longer qualifies for parts and labor under the Limit of Liability, and you are being offered a replacement credit towards a new product with your credit amount of what you paid for the product $2,299.00.  The UTS service plan does not ensure that you receive the same product or model type, with technology and product advances over the last 7 years the manufacturer has made advancements to improve the products which have resulted in price increases.  In short, your coverage provides equal compensation for your original purchase utilizing your credit amount.  If you would like to fulfill your agreement with UTS the offering is to utilize the credit amount provided towards the product of your choice at which time your UTS service contract will be fulfilled.  We want to assure you that our replacement process ensures that each member is entitled to our standard replacement policy when their product reaches replacement eligibility.  If you would like to proceed with our standard replacement process please reply with an affirmative and we will get you in touch with our Product Resolution Specialist.  Thank you.

  Customer response

  03/10/2024

   
  Complaint: 21164565
  
  I am rejecting this response because: IFIT / NORDICTRACK is liable for this defective Incline Trainer. Regardless of an active or extended warranty. IFIT / NORDICTRACK knows that it would cost ME OR ANY OF ITS CUSTOMERS ten to twenty thousand dollars to pursue such a matter in court, that we may be made whole.
  
  Im willing to accept equal compensation for my original purchase utilizing the credit amount towards the product of my choice. I do not agree to be liable for ANY TAXES or SHIPPING & HANDLING.
  
  Sincerely,
  
  *****************************

  Business response

  03/11/2024

  Thank you for your response, I will have our Product Resolution specialist reach out to you and provide you with the Standard Replacement options under your agreement.  Under the UTS contract this is your only remaining option to fulfill your contract.  Thank you.

  Customer response

  03/13/2024

   
  Complaint: 21164565
  
  I am rejecting this response because: I will not agree to pay taxes or shipping & Handling on what should have been an even exchange on a defective Incline Trainer. And most consumers aren't willing to pay attorney fees upwards of 10 to 15 thousand dollars to get a company such as (IFIT) to live up to its warranty.  I pray that anyone that's considering buying any IFIT or NordicTrack product go back and read my complaint from beginning to end before purchasing an IFIT product.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty with United Technical Services every year since 2016 on my NordicTrack treadmill. I have some trouble with the roller in the back of the machine making a squealing and thumping sound. I notified them of the problem and was told to take a video of the machine when it was running. I also was told I had to pay $150 for mileage for the tech. to travel here. This was not part of my contract. I took the video and emailed it to them and they told me the machine was working fine and once again said there is no tech. available. I was also told to take another video of the machine when it was not running. I will send it to them. If the problem is the squealing and thumping sound coming from the machine, I don't understand why the video of the machine when its not running. However, I will comply and send the video. I do not believe that this company is acting in good faith and honoring the terms of the warranty. I

  Business response

  01/16/2024

  Thank you for reaching out to UTS, the video supplied pertaining to the noise being reported is not tied to a failure or breakdown of the product.  The coverage that has been purchased does provide parts and labor when the product experiences a breakdown or failure rendering the product unfunctional.  The coverage is not a maintenance contract that provides an annual service to come out and adjust the product, lubricate the belt, or validate any necessary updates.  The member's product has not experienced a failure and although these products may make noise from continued use the coverage does not cover noise as a serviceable qualifier.  The product must experience a failure in order to qualify for service as indicated in the terms and conditions of the purchased coverage.  If the product fails to operate and there is a distinctive issue that can be identified tied to a breakdown then we would be happy to provide parts and service upon qualification.  Thank you.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My elliptical I bought a while back has stopped working. I have contacted a number of your people who have not been able to help me. I bought this elliptical with a 2 year warranty. I dont feel its my job to go out seeking a tech just for you guy. It says they you are responsible for the tech. Its not my fault you dont have one in my area. I need a new console for my machine but nobody can help me get one. Until I go find a tech. Please help me.

  Business response

  01/03/2024

  Thank you for reaching out to UTS, can you please detail where you purchased the 2-year service contract from?  Can you also please attach the proof of purchase for the service contract?  My records do not indicate that we are the service contract provider for the agreement you purchased and in order to validate we will need a proof of purchase for the service contract.  Thank you.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My iFIT Nordictrack Treadmill has repeatedly over the lifetime of the device been rendered useless after the console stops working, which seems to be after an update from iFIT. As I cannot use it without an operating console, and iFIT and Nordictrack know this is an issue, it should be replaced. However, it is near impossible to get through online or to an actual human. This will be the second or third time I have had to use customer service and to have someone ultimately replace this console. I would like **** and Nordictrack to address the issue of their terrible updates which render the equipment useless and are the current reason for a class action lawsuit.

  Business response

  12/13/2023

  iFIT has been in communication with the member and UTS was not made aware of the issues.  We are happy to send out a console due to the member still being under a parts warranty.  However, if the member is seeking any action besides parts they will need to deal directly with the manufacturer as the reported issue is not an ongoing issue reported under the service agreement.  The last claim filed under UTS contract was ******* 2020.  We will have an agent reach out to order parts if the member agrees to the resolution.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a uts extended service plan for In home service for two years with agreement effective date 11/3/2022. ( agreement no ********). This was for my Nordic track elliptical machine model no ntel 71313. Serial *************. Now since my machine started giving trouble last week ( the left pedal arm was not working properly and banging on the equipment frame )-I called the customer service on November 13 2023, around 415 pm ( eastern time) asking for a tech to come home and check the problem since I had a home service contract . But I was told that the tech cannot be sent unless I make video of the issue affecting the machine and sent to the company . ( the UTs contract does not mention that a consumer has to send a video every time a problem existed in the machine) .

  Business response

  12/11/2023

  Thank you for reaching out to UTS, we understand that you have some questions about your service plan coverage, and I hope that we can provide clarity to ensure that there are no further delays in rendering any necessary services for your unit.  We understand that your unit is experiencing some noise and possible defects at this time, please understand that your coverage does not cover diagnostics performed by a technician, all diagnostics are performed over the phone or via video evidence if troubleshooting does not provide accurate enough information to determine if the reported issues qualifies for service and what parts are necessary to repair the unit on the first visit.  The emphasis of repairing the unit on the first visit is a high priority to ensure that there is no additional downtime experienced or further delays in rendering service.  The request to provide a video indicating the issue being reported is as much to save the member time and effort in rendering services as it is for the business.  We always strive to cut down the number of visits a technician may need to schedule also simply so that members don't have to schedule various appointments to disrupt their work or home life schedules to be present during appointments.  We simply request the video to expedite the approval process of your desired claim.
  
  Thank you, UTS.

  Customer response

  12/13/2023

   
  Complaint: 20878522
  
  I am rejecting this response because this is a just a general response any company would give to a customer to wash off their hands towards their commitment for a good service. When I had renewed my in-house service contract in November 2022 for two years there was no mention that for each service request I have to send a video . Incidentally I had been with the UTS for the past 10 years and there has never been the issue of sending a video .besides now how would I get a video to explain that left pedal arm of my elliptical is banging on the frame if Im on the machine . I dont have anybody to take the video other than me Im a senior citizen . 
  Sincerely,
  
  *********************

  Business response

  12/13/2023

  When the issue is associated to a noise and the member cannot definitively identify the source of the issue we do require a video.  In many cases individuals can move the product by hand and video the issue.  If we cannot identify the issue over the phone or via video we would invite the member to purchase a diagnostic visit where a technician may come out and do the troubleshooting in the home.  We service thousands of products annually and our members do comply in order receive the approved services.  Services cannot be approved without definition of the issue and confirmation there is in fact a defect.  We would be happy to assist you in servicing your product if you can simply work with our teams to provide the detail required.  Thank you.

  Customer response

  12/13/2023

   
  Complaint: 20878522
  
  I am rejecting this response because:the response is very pathetic. They want me to purchase now a diagnostic test to send a tech home- considering my contract was for in house service . I dont want to lose any more money. I will think it as one of the bad experiences in life to have a contract with this company.
  Sincerely,
  
  *********************

  Customer response

  12/13/2023

  I wanted the UTS to repair the machine as per the in home service contract  but the company appears to be washing their hands off . They are coming out with different kind of solutions  like paying for diagnostic test for tech to come home . I dont want to do that . So the only solution appears to be cancel the contract and refund the money. The contract no ******** was for $275.21. It was for two years effective 11/3/2022. 

  Business response

  01/03/2024

  Dear Valued Member,
  
  The UTS service contract does not cover a technician diagnostic visit, if you prefer to pay for a technician to come to the home to diagnose the product rather than troubleshooting in detail over the phone or providing a video of the issue reported we will accept your hired technician's diagnosis with confirmation of a paid invoice.  Otherwise, you will need to troubleshoot over the phone or provide a video showing the issue.  The approval for parts and services per the contract is at the discretion of the Administrator of the contract, in order to dispatch a technician and order parts we do need to know what is visibly wrong with the product.  If you would like to provide the video, please send it to ************************************.  We hope to receive your assistance to avoid any further delays in rendering services to your product.

  Customer response

  01/03/2024

   
  Complaint: 20878522
  
  I am rejecting this response because:
  the company is going around in circles . There is no guarantee they r going to accept the diagnosis of a hired technician. I already told the customer rep on phone  on my first interaction in November what the problem was and she wanted me to send a video. And since the contract was for in house service,  obligation lies on the company to send a technician . It appears that company is is no  mood to resolve my issue leaving me with no choice but to go for a legal remedy. 
  Sincerely,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an extended service plan from Universal Technical Services on 2/18/14 for an expensive NordicTrack treadmill. The service plan expiration date is 2/18/24. Agreement Number ********. The treadmill which is a not used much had an electronics problem a few months ago (July 2023). I called Universal Technical Services in July and without even inspecting the treadmill they claimed that I abused the machine and therefore the warranty was void. This machine was only used by my wife and myself in our home for its intended purpose (exercise) and we have another (even older) treadmill that is our primary running treadmill I think this extended warranty service is a scam. There is no recourse unless I go to arbitration. I would have to pay an attorney to fight this which would be more than the cost of repair. They refused to inspect the machine, provide me a case number or a way to appeal short of getting lawyers involved which would cost more that a new machine. II think the BBB should investigate and shut them down for deceptive and fraudulent business practices. I do not see how they can claim I abused the machine without even looking at it or claim abuse under these circumstances. Please investigate my claim.

  Business response

  09/26/2023

  Dear member, we have reviewed the file as well as the history of phone conversations and have determined that there is no definitive proof that the product experienced any abuse or neglect.  We have declared that due to the age of the product wear and tear is likely the culprit to the failures inflicted on the console.  We will have a representative reach out to provide our next steps for resolution.  Thank you.

  Customer response

  09/27/2023

   
  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

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an IFIT Rower approximately 1 1/2, along with this I purchased an extended warranty. On August 4, 2022 I filed a claim because my rower was no longer working. I received replacement part a few days later and contacted UTS thru their online warranty page, as to when would the technician arrive to replace the parts they sent me. On August 15, 23 I was contacted and informed that they had no techs in the area and could not see anyone out. (See below) Hello, I have been informed that we do not currently have a tech assigned to your area. The service company is trying to get someone hired but it is taking longer than expected. In this case the options you have available are 1. Wait for tech to be hired 2. Complete the repair on your own for 1 extra year of parts and labor coverage 3. Locate your own tech for up to $100.00 reimbursement 4. Cancel service plan for a refund I apologize for the inconvenience, Please let me know if you have any questions or how you would like to proceed. Thank you I have request to either fix or replace my rower per the warranty agreement I paid I have sent several email and online requets with no response Case details Case description While using my rower I was pulling back and the rower strap continued coming, and I can no longer use my rower. Case Request Type Service & Parts Reason for your request Case submitted by: ******* ******* Contact phone number: ###-###-#### Contact email: ************************* Case number: ****** Product Details Product Family PROFORM - ROWER Model / SKU ********* Serial Number ************* Purchased At PROFORM.COM Purchase Date Jan 20, 2021 Manufacturer's Warranty End Date Apr 20, 2022 Parts Warranty End Date Jan 20, 2022

  Business response

  09/12/2023

  Thank you for reaching out to UTS, we have presently been working to locate a technician in the area.  We will have a representative reach out today with your resolution.  Thanks.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with iFit/Proform/Icon fitness for warranty repairs on my treadmill for months now. They continue to provide no resolution. I have had technicians out to my home 9 times and I still do not have a working treadmill. They have replaced the same parts numerous times, sent fault parts numerous times, and have no solution. At this point they clearly cannot fix the issue.

  Business response

  01/23/2024

  Thank you for reaching out, this product has already reached a resolution and the product has been replaced under the UTS service contract.  This claim may be closed as we have provided resolution back on 9/12/2023.  Thank you.

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