Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,413 total complaints in the last 3 years.
249 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/1/20 I purchased a treadmill with Serial # *************. On 2/28/22 turned on my treadmill and few minutes in my workout the console went black. On March 3rd , after two days of trying to get through to customer service, I was able to create a service order (**********) for a technician evaluate the problem. The technician determined that the console was not repairable and needed to be replaced. Over the coming weeks I tried several times to follow up on the progress of the order of the new console. I was able to start communicating routinely with one of your representatives named Jordan Brooksby. He will tell me that the technician have not send his report but the moment he did he will proceed with ordering the new console. He never followed up with technician and after a while he stopped responding to my emails. By the end of April I was able to communicate with the company that the technician is working for, only to find out that the technician put his notes the wrong way in the wrong place. After clearing the holdup I was able to generate on May 2nd the service order for the new screen (**********). When the technician returned to install the new console, informed me that the new console is not working and asked me to order a new one. On May 24th a second replacement console (**********) was send to me by customer service. When the technician came for third time to install the second replacement console, he noted that this console was also not working; now he stated the entire treadmill need to be replaced. This is where we are now. After three month my treadmill remains broken. The last three months I am paying off a personal loan for a treadmill that I cannot use. Every time I contact customer service, I am promised a solution that never materializes. After countless emails and phone calls there is no progress.
Business Response
Date: 07/06/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

With the information you provided, we confirmed that the machine is not eligible for a return or replacement at this time. We must continue with parts and service. After sending your case to our parts mangament they have reviewed it and let us know the resolution for the issue you are having. We have since ordered the parts and notified technician of a return visit. Your part order number is The tech will be contacting you soon to schedule an appointment with you.
Your part order is **********. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking

You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:06/29/2022
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.
VERY UPSET CUSTOMER THAT HAS A ********************** TREADMILL MODEL NUMBER 750, MY PARTNER HAD A HEARTACK 9 MONTHS BACK ,AND HAS TO USE A TREADMILL A FEW DAYS A WEEK TO KEEP HIS HEART IN SHAPE, THIS MODELL IS SMOKING AFTER WALKING ON IT 55 MINUTS, AND THE HYDRARALIC ON IT DOES NOT WORK.I WOULD HOPE THIS COMPANY WOULD CARE ENOUGH TO REPLACE THIS MODEL WITH SOMETHING SIMMULAR THAT DOES NOT SMOKE AND SPARK. I TRIED TO GET SALES INVOLVED AND THAY OFFERED 3% OFF OF A NEW MACHING, RIDICULOUS ,,,PLEASE SOMEONE AT COPERATE CARE ENOUGH TO BE CONSERNED ENOUGH TO REALIZE THIS IS A UNSAFE MODELL , AND MAKE THINGS RIGHT FOR US. PLEASE GIVE US A DIFFRENT MODELL AND WE WILL BE SATIFIED.
Business Response
Date: 06/29/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.

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

Thank you

Customer Answer
Date: 06/29/2022

Complaint: 17497276

I am rejecting this response because:i would like a phone number to the corporate person that is handling this complaint, the unit was never registered, and this unit is a fire hazard i i would hope this company would exchange this unit for something similar or a real good discount on a new unit.

Sincerely,

***************************
Business Response
Date: 06/30/2022
****,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.
We are more than happy to further assist you once we have the correct information and register the machine.
Please provide us with the following information:
To register you:
-First and last ************************************, and Zip
-Phone number
-Email
To register the machine:
-Model number (including the decimal)
-Serial number
-Date you received the machine
-Date you purchased the machine
-Where you purchased the machine
You can refer to your owner's manual for the model number and location of the serial number
Once we have created an account and registered the machine we will be able to troubleshoot the issue you are having on your machine.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you.

Customer Answer
Date: 07/01/2022

Complaint: 17497276

I am rejecting this response because:

Sincerely,

*************************** please give me a person i can work with in this matter, i want a single person put on this case, and a direct contact person to work with.
Business Response
Date: 07/05/2022
****,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.
We are more than happy to further assist you once we have the correct information and register the machine.
Please provide us with the following information:
To register you:
-First and last ************************************, and Zip
-Phone number
-Email
To register the machine:
-Model number (including the decimal)
-Serial number
-Date you received the machine
-Date you purchased the machine
-Where you purchased the machine
You can refer to your owner's manual for the model number and location of the serial number
Once we have created an account and registered the machine we will be able to troubleshoot the issue you are having on your machine.
Sending a complaint through the Better Business Bureau you are working with a team, that way you are getting the best assistance with what you are needing help with.
If you are interested in working with just one agent you are more than welcome to call in to our ************************** directly at 1-833-680-iFit (****) or currently open for chats https://my.ifit.com/MC/s/ and emails. ***********************
Thank you.

Customer Answer
Date: 07/06/2022

Complaint: 17497276

I am rejecting this response because:

Sincerely,

*************************** calling the news media
Business Response
Date: 07/07/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.

We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.

We are more than happy to further assist you once we have the correct information and register the machine.

Please provide us with the following information:

To register you:
-First and last ************************************, and Zip
-Phone number
-Email

To register the machine:
-Model number (including the decimal)
-Serial number
-Date you received the machine
-Date you purchased the machine
-Where you purchased the machine

You can refer to your owner's manual for the model number and location of the serial number

Once we have created an account and registered the machine we will be able to troubleshoot the issue you are having on your machine.

Sending a complaint through the Better Business Bureau you are working with a team, that way you are getting the best assistance with what you are needing help with.

If you are interested in working with just one agent you are more than welcome to call in to our ************************** directly at 1-833-680-iFit (4348) or currently open for chats https://my.ifit.com/MC/s/ and emails. ***********************

Thank you.
Initial Complaint
Date:06/28/2022
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.
This company is a scam. I ordered a treadmill in February and it took months to get here. It worked a week and does not turn on. I have wasted days and hours working on the machine, having techs out, and nothing is fixed. I paid 5k for this machine and it hasn't worked. I tried to contact customer service many times and when I demand a refund they disconnect the chat. I am tired of theses games. Refund me or I am filing a class A.
Business Response
Date: 06/29/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We have spoken to our Returns and ****************** and they have confirmed you are eligible for a exchange. Your new order number is 2275049. Your new machine will ship out within 3-5 and then please expect 2-3 weeks for transit.
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 call our Billing team at ************.
Thank you
Initial Complaint
Date:06/28/2022
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.
Dear Friend: I hope all is well. IFit has sold me an online product will serious engineering short comings and the unfavorable customer contact has impeded my efforts to execute a return of the equipment, A full refund for cost, a refund for repairs, and a refund for an extend warranty purchased. Please review the correspondence . I would greatly appreciate you help. ###-###-#### Mr. Mark W********. Prersident and Chief Experience Officer Nordic Track **** ***** **** **** Logan, UT 86321 Dear Mr. W********: Please allow me to introduce myself. My name is. ***** ********, CFA and I am a Trustee Emeritus of Macalester College. Since leaving Minnesota I have traveled the world with my Classic Pro Skier as a global investment professional which included the CEO of Franklin Templeton Africa and Director Of Public Market Investments for TIAA/CREF. After purchasing my Classic Pro Skier in the Mid 1980 I had never missed a day of exercise until when on January21, 2022 I purchased the NordicTrack Freestride Trainer FS10i. The device began to have a noise in mid-February. The device design has a heavy dependency on suspension belts. This creates great stress for my 50 minutes day workout (I AM LIVING WITH A VERY LOUD NOISE WHEN USED TODAY). The source of these noises are difficult to diagnose according to two local Atlanta Nordic Trach service agents. A store rep as informed me that customers should avoid the machine. The machine is difficult to repair due to the motor’s locations . Please review the attached pictures of a broken bolt in the the 60 days of ownership. Nordic Trac has no explaination for this stress flaw in the design
Business Response
Date: 06/28/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 3/2/2022. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible.
The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
In looking into your account, we can see you had a technician out to look at the machine and we requested an additional visit for you. We see the technician tried to reach out to schedule, however you refused that service.
If you are experiencing any issues with your machine and would like to continue, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue. If you do wish to continue with us, please explain the issues you are experiencing with your machine in as much detail as possible, and include any photos or videos of the issue as well. We would be more than happy to send a technician to resolve this for you.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 06/28/2022

Better Business Bureau:

I DO NOT UNDERSTAND THE PROCESS. I CAN NOT ACCEPT THE RESPONSE UNTIL I SEE THE NORDICA TRAC RESPONSE TO YOUR COINTACT

***** ********
Initial Complaint
Date:06/27/2022
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.
I have been waiting for a NordicTrack bike since the first week of May. I did 0% financing, the bike was shipped but lost at the shipping company. They re-shipped one and I was promised to hear something from the shipping company within two days and that was eight days ago. I still do not have the bike but I am getting billed for it. I canceled the order and they are charging me $250 for a cancellation fee. I refuse to pay this on a bike I have yet to receive for almost two months now. I called the shipping company and have not received a response from them. I have an email from them stating I will hear something within two days if not reach out to them which I have done. Ive been tracking and babysitting this order since the first week of May. I have email correspondences that show all their intentions made to me so I would not cancel my order. They added an additional one year subscription to IFIT and one year additional warranty. Still no bike. I talked to the manager of the return department and she could care less about me not receiving the bike. It was all about their return policy. For a big company they are a joke to deal with. Please help in saving me a $250 return fee. For the the record, this is a $2000 bike order.
Business Response
Date: 06/28/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.

On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
We were able to refund the shipping fees, however, the delivery fees are non refundable as they are payment to another company. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at https://www.nordictrack.com/privacy-policy#return

The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.

If you have any further questions, please call our Billing team at **************.

Thank you

Customer Answer
Date: 06/28/2022

Complaint: 17489517

I am rejecting this response because:

How much is the shipping refund? Also, Im confused on the delivery fee since I never received the bike.
Sincerely,

***************************
Business Response
Date: 06/29/2022
*******,
Thank you for reaching back out.
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
We were able to refund the shipping fees, however, the delivery fees are non refundable as they are payment to another company. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at https://www.nordictrack.com/privacy-policy#return
There are fees because the replacement order you had accepted was just processed on 6/13/22, and we are within the delivery window on it. The fee to cancel is $250 return shipping.
The refund process can take time to be completed. During this process, you as the buyer need to stay in contact with your bank on where the process is at.
If you have any further questions, please call our Billing team at **************.
Thank you
Initial Complaint
Date:06/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a treadmill in March of 2020 and we have had the running board replaced three times since purchasing. The board broke a fourth time in April 2022 so we called ProForm for replacement, but the board was on back order. When we finally received the board in May, they scheduled us 3 weeks out for replacement and when the tech arrived, he told us that board was cracked as well and not fit for installation so he requested that ProForm order another board. When that board arrived, we then had to reschedule the repair, but the repair company never called us to schedule. ProForm eventually gave us the direct number and we got ahold of the repair company after numerous attempts over two weeks - we were able to schedule a technician for 6-23-22, but the technician was a no-show. We called ProForm on 6-24-22 and they said they would “escalate” the situation, however, this would be the second time they told us this and nothing has been resolved. They promised us a call back on various occasions from an agent to resolve the issue, but they never do. It is us who is always doing the calling to check in on the resolution but we get the runaround every time we call and they continue to promise a call back. Today is 6-27-22 and I have been unsuccessful in getting ahold of anyone at the repair company either. ProForm refuses a return of the treadmill because it was purchased at BestBuy. We are still under warranty, which is set to expire this month and we are unable to get ahold of anyone for repair or anyone at ProForm to assist. We have been unable to use our machine for 3 months, we’ve done our due diligence, and the lack of assistance and communication for the other party is just unreasonable at this point. We would like ProForm to provide a refund as the issue has been recurring for over 2 years and ProForm has. “No Lemon Policy” for all of their warranties. We just need a rep to return our call to finally resolve this issue.
Business Response
Date: 06/28/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Business Response
Date: 06/30/2022
******,
Thank you for reaching back out and providing the information needed.
We have reached out to our service team again to escalate this issue. The technician will contact you as soon as possible to schedule an appointment.
In regards to the warranty, we are more than happy to add downtime to the warranty and iFIT membership due to the delay.
We apologize for the delay and any inconvenience. Please let us know if you have any further questions.
Thank you.

Customer Answer
Date: 07/01/2022

Complaint: ********

I am rejecting this response because:

iFit has not provided resolution. There have not been any assurances of if and when a technician will repair the machine. I will reach out to consumer affairs in CA to file a complaint.

Sincerely,

****** ****
Initial Complaint
Date:06/26/2022
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 treadmill (order number **********) on June 8th and it arrived with several broken parts as per one of their customer service representatives. They ordered a bunch of parts and they are taking way too long to arrive. I am completely dissatisfied with their product and service. I put in a request for their return policy about a week ago and they have completely ignored it. I want someone to pick this 300 lb worthless treadmill out of my house and my money back as per their policy.
Business Response
Date: 06/27/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We have just submitted a part resolution form to our part specialist. They will look into your order and see what we can do about getting the part out to you quicker. The form should get approved within the next 48 business hours. We apologize for all you have been through. We have gone ahead and applied a creditof $142 to your account for your troubles.
You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you

Business Response
Date: 06/30/2022
******,
Thank you for reaching back out. We assure you that we take your concerns seriously.
In looking into your account we see that you are still waiting on one more part. It shipped 6/29/22.
We have reached out to our service team regarding your concerns on not being contacted by the technician. They will have the technician reach out to you as soon as possible.
In regards to your request to return, would you like us to reach out to our Billings and Returns team to start the process for a return or replacement? Or would you prefer to go ahead with the repair on the machine?
Please let us know how you would like to proceed.
Thank you.

Customer Answer
Date: 07/01/2022

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. Please have the technician call me to set up a time. Thanks.

Sincerely,

****** ******
Initial Complaint
Date:06/25/2022
Type:Billing 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.
iFit auto-renewed our account without our knowing consent. They invoiced us with no notification. Upon learning of the charge (review accounts every other week) I contacted them to cancel the service. I then followed up with a second communications regarding credit not received, they indicated the cancellation was now past the 30 day window and no credit was to be issued (in spite of prior conversation regarding cancellation). Your fraud ***** initially reversed the charge then re-instated the charge. Last conversation your rep. was going to re-initiate the dispute but we've seen no action since the initial reversal.
Business Response
Date: 06/28/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.

We have sent this information over to our Billing team for you and had them further review your account. They have issued a refund, This refund will reflect on your end within 3-5 business days. They also cancelled your membership as well.

If you have any further questions, please contact our Billing and Returns team at ************

Thank you
Initial Complaint
Date:06/24/2022
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.
I purchased a ProForm elliptical back in January 2022. It has never worked. After calling ProForm customer service (on hold for over an hour) they Sent out a technician who ordered a part. The part came in and the technician came back. He started the machine was defective and could not be repaired. ProForm said they would get back with me. They never get back to people. I want this piece of mess out of my house and a refund immediately!! This has been 6 months and they just keep giving me the run around!! I think they sell defective equipment on purpose and make it difficult to reach them. I think they hope the consumer will eat the cost for their defective equipment!
Business Response
Date: 06/30/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the
machine and machine issues. We completely understand where you are coming from on this matter.
In looking into your account today, we did notice the technician notes stating he could not resolve the issue with the current parts. We sent his notes and pictures to our engineering team for review to see what parts needed to be sent to resolve the matter. We have confirmed the engineering team ordered the correct parts for you and set up a service order as well.
Your part order is ICS9445638. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking
Your service order number is SO-*******. The technician has emailed you, and will be scheduling an appointment with you once all parts have been delivered.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you

Customer Answer
Date: 06/30/2022

Complaint: 17475339

I am rejecting this response because:

Sincerely,

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

Proform has already sent out a technician twice. ProForm is referring to the first technician report and not the second one. The second one states the machine is defective and cannot be repaired. I am not interested in a THIRD visit to my home for something that is blatantly defective. Again, I ask that you refund my money and get this machine out of my house. My next cause of action will be small claims court for this matter. It has been 6 months since I purchased this machine and is has NEVER worked!
Business Response
Date: 07/05/2022
Leigh,
Thank you for reaching back out. We assure you that we take your concerns seriously.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 02/10/2022. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.
The return policy states: If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.
If you wish to read more about the return policy, you can do so at https://www.proform.com/privacy#return
As we have previously stated, we sent the technicians notes and pictures to our engineering team for review to see what parts needed to be sent to resolve the matter. We have confirmed the engineering team ordered the correct parts for you and set up a service order as well.
Your part order is ICS9445638. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking
The part order shipped on 06/30/22.
Your service order number is SO-*******. The technician has emailed you, and will be scheduling an appointment with you once all parts have been delivered.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you.

Customer Answer
Date: 07/05/2022

Complaint: 17475339

I am rejecting this response because:

Score one for the large company (ProForm) and zero for the little person (myself). But that is typical with ProForm. You sold a defective product and knew it. That is bad faith. I will have the City come pick up this piece of trash and I will eat the cost. Im sure this is the exact reason for having a 30 day return policy. No one can be expected to rush home and put the equipment together in 30 days. I will take my opinions to social media to warn other consumers of your products and horrible customer service.
Thank you BBB for making ProForm respond. I would probably still be on hold.

Sincerely,

***************************
Business Response
Date: 07/06/2022
Leigh,
Thank you for reaching back out. We assure you that we take your concerns seriously.
It is best to wait for the technician to come and fix the machine.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you.
Initial Complaint
Date:06/24/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had non-stop problems with my X32i Treadmill. I have had the same problem for 3 years now. My treadmill continues to function, incline, decline, but the treadmill belt stops as the program continues on screen. I have attempted to use the treadmill in manual mode and still the same problem continues. Randomly throughout the workout, the belt will stop and a hard shut down has to happen that causes me to lose all my progress. And when I restart the machine the next time on it, the issue may happen only 2 minutes into the workout and again have to hard power down. I have been sent parts that I had to put on my own treadmill because the people that are sent to my home come diagnose the problem and have parts sent but then fail to repair the issue. Out of the 4+ times someone has been sent to diagnose my treadmill only one time has the repair man changed the part. The last time a repair person assessed my treadmill they sent parts to my home and then he said he no longer works for that company and that he doesn't have the phone number for that business since his phone was destroyed. So once again I had to replace my motor which worked great for 3months then back to same problem, and every time I have used my treadmill, I often worry, is the belt going to stop again. Now it is back to "WHEN will the belt stop. Since I'm not allowed to return machine I would just like peace of mind to have it working properly, it has been mostly a $4,000 paperweight. When it is running its an amazing technology and treadmill.
Business Response
Date: 06/27/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the
machine and machine issues. We completely understand where you are coming from on this matter.
In looking into your account today, we noticed a service order was set up for you a year ago but was never completed as they were never able to get ahold of you. We have ordered a replacement controller and drive motor for you and have requested a technician to install these and diagnose any additional parts needed. The drive motor is currently backordered however we have submitted a form to expedite your order and have asked our parts team to escalate in any way they can.
Your part order is ICS9443524. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking
Your service order number is SO-*******. The technician has emailed you, and will be scheduling an appointment with you once all parts have been delivered.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you
Customer Answer
Date: 06/27/2022

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,

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

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