Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
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  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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  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:07/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nordictrack treadmill that came with a 30 day free trial of ifit. I never wanted this service and never used it. Clearly ifit received my credit card information from Norictrack which was never disclosed to me. I just received a membership fee charged to my credit card that I never signed up for. This was proven by having to create an ifit account in order to cancel. How can I have an ifit account and receive a charge if I never made an account? The account was just now made in order to cancel. This is an absolutely asinine way to run a business. Making millions off of memberships that people don’t sign up for and don’t use.

  

  Business Response

  Date: 07/15/2024

  Hi ******,

  Thank you for taking the time to address the issues you have encountered with your IFIT membership. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account, we were able to go ahead and issue a refund for both the June and July charges. Please all 7-10 business days for that to reflect your account. We've also gone ahead and cleared your payment method so that you will not be charged for anything further charges. We apologize for all you have been through in getting this resolved. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

  Customer Answer

  Date: 07/15/2024

  
  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

  Date:07/09/2024

  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.

  We purchased the IFIT Proform 325 CSX recumbent bike on 03/26/2024. When we tried to assemble the bike, we found that the seat assembly was defective and therefore the bike was not operable. We contacted IFIT and had to wait until June 3, 2024 for a technician to come to install new parts. He was here for 4 hours and still was unable to resolve the problem. He had never worked on IFIT recumbent bikes. The technician was to turn over his report to IFIT and this was confirmed by ***************************** at IFIT. She, in turn, forwarded this report to her supervisor, ***********************. We waited for a considerable time with no word from IFIT. Finally, on June 24th, we reached out again to ****************** and on June 26th, he responded that he would resolve the issue ASAP. It is now July 9th and we have heard nothing. We have now gone three months with a machine that cannot be operated. We have been extremely patient and have always acted in good faith throughout this ordeal. IFIT has not honored its warranty and, at this point, we ask that IFIT simply issue a refund. Thank you,***********************************

  

  Business Response

  Date: 07/11/2024

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account it appears that you have an open service call with one of our technicans, This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

   

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21962845
  
  I am rejecting this response because:
  IFIT is again proposing that the service company that they used last time and who were unable to fix the machine be used to once again. IFIT states that this company would contact us within 3 or 4 days. It is now July 16th and we have heard nothing. All of this just continues to delay our opportunity to use the machine. We would, at this point, request a refund. We have gone much to long without a repair and it is obvious that the service company is not providing service that would enable us to use the machine.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/18/2024

  Hi *******, 

  We understand the tech that was sent you to was unsatisfactory, we have gone ahead and issued you a different tech for a second look at your machine. Your service order is SO-2900310. Our service coordinator has also issued some parts that the tech may need. Please allow 3-5 business days for the tech to reach out for scheduling. 

   

  Thank you 

  Customer Answer

  Date: 07/26/2024

   
  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

  Date:07/07/2024

  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.

  Purchased NordicTrack S22i in 2021 using TDfit loan that was offered. Screen recently just stopped working and troubleshooting didnt help. After looking it up myself I found that this is a very common issue with this bike. Im very dissatisfied that I am now stuck with this bike that I cannot use and would have never purchased if I had known about this common issue. I also have a few payments left on this machine that is literally uslelsss.

  

  Business Response

  Date: 07/09/2024

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  We have gone ahead and issued you new console. Your order number is ICS9909305 please allow 7-10 business days for shipping. You may track it once it ships at www.ifit.com 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

  
  

• Initial Complaint

  Date:07/01/2024

  Type:Product 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.

  Apparently IFIT will use the information received to sign up an account and charge your card without authorization. I don't want a membership. I need authorized the membership. Awful customer service. No one answers the phone and it is impossible to get money back. SCAM

  

  Business Response

  Date: 07/02/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your IFIT membership. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account, we have gone ahead and issued you a courtesy refund of $39 for the auto renewal. Please allow 7-10 business days for that to reflect your account. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

• Initial Complaint

  Date:07/01/2024

  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 have had several problems since purchasing my treadmill. I called for service and they enrolled my in 3 years of iFit onto my payment plan, which I didn't request. They were very shady in how they set this up as I didn't request or agree to it and they pretended they were helping me to service my machine.I recently attempted to use my treadmill and it doesn't work. As I was chatting to get support, the agent ended the conversation before I got any resolution. I called in to follow up and get support and the agent who answered the call was so incredibly rude and condescending and unwilling to offer any support. This is incredibly frustrating as I have taken excellent care of this treadmill and to already have technical issues and am unable to get any support is really disappointing.

  

  Business Response

  Date: 07/02/2024

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your treadmill. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  I'm happy to help answer any questions you may have, can you tell us a little bit more of what the issue is with the treadmill? after reviewing your account, I can seee that a new console was ordered for you and recently delivered to you. Was your issue resolved with the console? 

  I hope to hear from you soon, If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  
  

• Initial Complaint

  Date:06/29/2024

  Type:Delivery 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.

  Place order on 6/19 for a treadmill with white glove delivery service ($1,866.97).Received email and text both indicating my delivery was scheduled for Monday, 6/24 between 1:30pm and 5:30pm. The email and text asked me to confirm. I did. Monday 6/24. The delivery company did not show or call to let me know they missed the scheduled appointment. After 5:30pn, I called the delivery company and asked what happened. The person on the phone indicated they needed to call someone and would call me back. They never called.Tuesday 6/25. I called the delivery company again. The person on the phone did not know what was going on and said they would escalate to a supervisor and call me back. They never called back. I called Nordictrack and spoke to someone explaining what had happened. The person on the phone indicated the delivery company would call me later that day to reschedule the delivery. They never called.Wednesday 6/26. I again called the delivery company and asked what was going on. The person on the phone did not know and said they would call me back. They never called. I again called Nordictrack. The person on the phone indicated the issue was being escalated to a manager at Nordictrack and that the delivery company would call me later that day. They never called.Thursday 6/27. I called Nordictrack and spoke to someone on the phone who indicated they had 48 hours to respond. I asked for a manager to explain the situation and indicated I wanted to cancel the order since no one at Nordictrack wanted to help me after 6 phone calls. The Manager indicated a $250 freight fee would apply. I could not believe it and said I wanted to cancel the order and get a full refund. She indicated she could not do this. She was not empathetic to my frustration and situation. I indicated this was not acceptable. ** called my credit card company to request a chargeback.

  

  Business Response

  Date: 07/01/2024

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your delivery. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your order, we have confirmed that your order is still within the delivery time frame allotted. We allow 10-14 business days for delivery because we are still within that time frame return fee's would be applicable. If you choose to wait for delivery we would be happy to offer you compensation for your troubles. We would be able to offer you 3 months ifit, or a Heart Rate Monitor,or 50 credit and we can continue to work with the carrier.

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21919951
  
  I am rejecting this response because they no-showed on the scheduled delivery date and time window of 4 hours with no call letting me know they were going to be late.  I wasted 4 hours of my time.  I called on 6 different occasions to find out what was going on and no one was able to help me.  After wasting over 8 hours of my time with a no show and multiple phone calls, I decided to cancel the order for a full refund.  Since the product was not delivered at the agreed-upon delivery date/time, I don't want to do business with a company with horrible customer service.  No where in the ordering process was there a mention of a $250 freight fee.  Given the product was not delivered, how can they charge me a $250 freight fee.  This is ludicrous!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/01/2024

  Hi *******, 

  We have been advised that you have filed a dispute. Once you file a dispute against a credit card purchase, the credit card company withdraws the payment from our account. They then provide us a short amount of time in which we have the opportunity to respond to the dispute and submit any evidence and facts. From that point, the dispute is reviewed by your bank. The amount of time that it takes for them to review and make a decision is approximately 120 days. We do not control that time. This whole time, the bank does not return the funds to us. Once they complete their investigation, they will either determine that we have provided sufficient evidence to support the charge or they will determine that you are entitled to the dispute closing in your favor. At that time, they will either return the funds to us or they will return them to you. I understand that this is not an ideal length of time to wait but unfortunately it is not something within our control. At this time, we will initiate a return on the machine, and follow the stated process.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21919951
  
  I am rejecting this response because they did not indicate the amount of the funds associated with the return.  If it is for the total amount then that is acceptable.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/02/2024

  Hi *******, 

  The amount will not be available until after the dispute has been resolved. Once the dispute has been resolved we will know more on the amount being refunded

  Thank you 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21919951

  
  I am rejecting this response because the business is not committing to refunding the full amount of the order.
   
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/03/2024

  Hello *******, 

  The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled. Thank you
  
  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21919951
  
  I am rejecting this response because again they are not indicating the refund will be for the full amount or they will settle the dispute for the full amount.  Thus, I am done communicating with this business.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/27/2024

  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 charged a fee to a membership I didnt sign for. But apparently I agreed over the phone. Which I dont recall. I try to cancel the membership but told I wasnt because of the 30 day rule Nordic has. I agreed to purchase the Nordic machine and I have receipts. Where it does not say anything about ifit membership. I just want my refund. Its not fair for me to get charged after a month. I dont have an order number because I never signed and agree to buy the membership.

  

  Business Response

  Date: 06/28/2024

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your IFIT membership. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  After reviewing the call that was made on 4/24/24. It was explained that a 3 year membership for IFIT would be added to your financing at a discounted rate. Is provides it to be a lesser charge for a great value. We don't see that you were charged for it other then through your financing payment. Please advise on if there is an additonal charge. 

  Thank you

• Initial Complaint

  Date:06/20/2024

  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 proform treadmill from Best Buy on 10/5/23. The treadmill was delivered on 10/18/23. This treadmill was delivered and set up by an IFIT approved vendor. On 12/12/23 I submitted my first service request due to a leak. On 5/3/24 I submitted my second request because the treadmill belt would completely stop mid workout without a warning. The tech came to look at the treadmill and said it needed a new motor. He ordered that for me and came to fix it a few weeks later. The next day the treadmill had issues with the belt stopping again (SAME ISSUE THAT HAS BEEN HAPPENING SINCE DECEMBER). I personally texted the technician who said he has replaced almost the whole treadmill (engine, motor, and control panel) and there was nothing else he could do and told me to contact Ifit. Everytime I contact Ifit they tell me they will send someone to look at it and nothing ever gets done. I have messaged them numerous times and called them numerous times within the past week alone. I asked for a refund or a replacement and they said I do not qualify for either. The treadmill clearly has an internal issue that can't be fixed. The motor is still over heating which is now a safety hazard. The belt stops without warning which is also a safety hazard. I am requesting they either refund me or replace the treadmill with a new one. I have my original receipt of purcahse. I also have PLENTY of video footage of the issues and 2-3 reports from the service technician. I am now paying for a gym membership and driving to and from the gym everyday because this piece of equipment can't be used at all. Please help!

  

  Business Response

  Date: 06/20/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 

  
  We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed as of today 6/20/24 in the amount of $1603.93 and  $212.92 for the extended warranty purchased. 

  
  This refund should reflect on your account within 7-10 business days.The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at.

  
   You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine. 

  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

  Customer Answer

  Date: 06/20/2024

   
  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,
  
  *****************************

  

  Business Response

  Date: 06/20/2024

  Hi *****, 

  My apologies, the wrong response was sent that was for a different member, after looking into your account, I can confirm that a tech has been set up to come out and inspect your machine. If for whatever reason the tech is not able to fix your machine we can look into further resolutions. 

  Thank you 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21876883
  
  I am rejecting this response because: *********** tech has already been to my house THREE times. He is set up to come on Monday and that will be his FOURTH visit. I am not interested in this back and forth. Each time he comes out and replaces a new part and the issue is still not resolved. This has been going on since December 2023 with a brand new piece of equipment. I am not wasting time and gas driving each day to and from the gym and paying a monthly fee and yearly fee for this gym membership. I AM NOT INTERESTED in anything else Ifit has to say. I either need a brand new treadmill or a refund plan as that. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/21/2024

  Hi *****, 

  We sincerly apologize for all you have bee through, I'm happy to submit your case to our product resolution team to request a replacement on your behalf, in order to do so we need a few pictures of the machine to do so. Can you please provide a picture of the machines issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us

  Thank you 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21876883
  
  I am rejecting this response because: YES that is fine I would be happy to get a replacement. How should I submit the photos and videos? Through this website?
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/24/2024

  Hi *****, please send them through here or you may also email to us at **************************************** if they are to big to send through here. Please include your claim number if you are submitting them through email. 

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:

  I have emailed the requested documents to one of the supervisors who has been in touch with me. Thank you. 

  
  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:06/19/2024

  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 the treadmill last February 2023 and at the end of May 2024 the incline on my treadmill stopped working but the rest of the treadmill still operates. I have been troubleshooting the problem with the customer service and still nothing is working. No one is responding to my emails anymore and they are dragging out the process. A technician should do all repairs and they keep making me try and solve the problem. A technician should be sent to my location to repair the treadmill.

  

  Business Response

  Date: 06/20/2024

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your incline. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account, I have gone ahead and ordered you an incline motor and sensor kit as well as set up a tech to install those parts via your UTS extended warranty plan. Your order number for the parts is **********. You may track them once they ship at www.ifit.com please allow 7-10 business days for shipping. Once the parts arrive the tech will be notified and will contact you for scheduling. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  

  Customer Answer

  Date: 06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: there is no contact information for who I can follow up with if repairs are not completed and no technician call to schedule appointment. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/21/2024

  Hi ******, 

  The tech will be coming out from UTS which is your extended warranty company, where the service request was just made yesterday 6/20 please allow 3-5 business days for the tech to contact you for scheduling. You are more then welcome to message us back here or contact us directly at ********************** and we will be happy to answer any questions you have at any point. 

  Thank you 

  Customer Answer

  Date: 06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have no received a call from a service technician to complete repairs
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/28/2024

  Hi ******, 

  We have confirmed that the tech sent out an email on 6/24/24 with contact info to ************************ which is the email we have on file for you. Please let us know if you didn't receive this email and if there is a better email to send it to. 

  Thank you

  Customer Answer

  Date: 06/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not receive any email from vendor  the correct email is listed and nothing in spam. Can try my email address at ************************ as well. What is name of vendor so I can look out for email?
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/01/2024

  Hi ******, 

  Thank you, we have also given that email to the service coordinator, Your treadmill technican is the name of the company that will be contacting you. 

  Thank you 

  Customer Answer

  Date: 07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any emails to schedule repairs. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/08/2024

  Hi ******, 

  We've reached out to the extended warranty company, they have escalated scheduling with the tech, they have also provided contact info for the tech so you may reach out as well. Vince H***** ###-###-####. 

  Thank you 

  Customer Answer

  Date: 07/15/2024

  
  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.

  Technician has completed repairs of treadmill. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/11/2024

  Type:Product 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 April 10, 2024 I purchased a Commercial Series 2450 Treadmill This was an anniversary gift for my wife. When she saw what I bought she was very excited. She wanted to use it to get in shape for summer. When she tried to use it the exercise program which is ( IFIT) that works with the machine would not conclude any program always kicked out. needless to say my wife was very disappointed. I thought maybe my internet was not compatible, so I upgraded with no change.I contacted Nordictrack. At first they sent a bunch of info over email and none of it worked.Finally I got ahold of live video support. They were courteous and determined that I have a defective console. They said they would send me a new one said it would take about 5 business days. I then received a voicemail saying that the console would not be available until July 31, 2024.That is 4 months since I purchased the machine which is under warranty and purchased an extended warranty as well.When I suggested I wanted to send it back they said I had to call Amazon and arrange that. It would cost me a fortune to send something like that back.They said they would offer me 6 months of free programs from IFIT for my trouble.I want them to at least extend my warranty so that the time starts from the time I receive the new console and I would like a longer time for free programs. We have totally missed on our opportunity to use this for the summer and I am worried how long it will take me to get this console after it is available. I emailed them that I would send a message like this if they wouldn't help[ me. They didn't reply to that message. Hope you can help.Thanks *********************

  

  Business Response

  Date: 06/12/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your open parts order, we can verify that the part isn't due until the end of July. We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you. 
  
  

  Customer Answer

  Date: 06/12/2024

   
  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,
  
  *********************