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.
251 complaints closed in the last 12 months.

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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:05/10/2024
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 Nordic Track Commerical 2950 July 24, 2021. Today is May 10, 2024. This machine has only worked for about 6 months out of the entire time I have had it. We are light users of this machine only really walking. I have techs out for warranty repairs since day 1. Here is case history with them. As of today 3 years later. I still can't use this treadmill. Case numberModel / SKUSerial NumberCase StatusSubmitted DateClosed Date 495255NTL19221PP200C0004318NewMay 09, 2024495254NTL19221PP200C0004318NewMay 09, 2024491170NTL19221PP200C0004318NewMar 04, 2024486641NTL19221PP200C0004318NewJan 21, 2024470772NTL19221PP200C0004318NewAug 29, 2023418190NTL19221NewNov 15, 2022417678NTL19221NewNov 13, 2022330990NTL19221PP200C0004318NewAug 16, 2021330987NTL19221NewAug 16, 2021
Business Response
Date: 05/10/2024
Hey *****,
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.
We sent your case to our product resolution team and they will be reaching out with more options other than continuing parts ands service. This process can take up to 14 business days. We appreciate your patience.
Customer Answer
Date: 05/13/2024

Complaint: 21693015

I am rejecting this response because: I want to see action and not just a simple email that they will escalate my case. I will close the case when I recieve actual action on this situation that resolves my 2 year battle with this unusable treadmill that they sold me.

Sincerely,

*********************
Business Response
Date: 05/13/2024
Hi *****,
We appreciate your continued patience and working with us. Please notify us by the 14 business-day window whether you have been contacted, we will keep an eye out for this resolution and remain in contact with our team to make sure your issue is resolved.
Customer Answer
Date: 05/15/2024

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:04/29/2024
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.
iFit has an active recall on their NordicTrack 50lb iSelect Adjustable Dumbells, in good faith i returned the faulty product to them on January 29th. They are supposed to refund the amount of the purchase of $467.07, I have spoken to them on various occasions and they keep saying payment was sent, i was given 2 different dates on which they say the payment was sent and nothing has been done. I believe at this point this recall is fraudulent as i keep getting lied to when i speak to customer service
Business Response
Date: 04/30/2024
Hello ****,
I'm sorry for the experience you have had, we completely understand where you are coming from on this matter. After reviewing your refund status your check was cut and mailed on 4/15/24 with domestic shipping with USPS. This will usually take 7-14 business days to arrive to you.
Thank you
Customer Answer
Date: 04/30/2024

Complaint: ********

I am rejecting this response because: I have been told that the check was mailed on April 8th, and was told previously it was sent on March 26th. Now this response says April 15th. Additionally It does not take 10-14 days to receive a letter from the USPS. I don't believe given the previous lies on the date the check was mailed that anything was mailed. So I would like to keep this case open.

Sincerely,

**** ******* ********
Business Response
Date: 04/30/2024
Hi ****,
We completely understand where you are coming from and are happy to keep this open until you receive the payment. Thank you
Customer Answer
Date: 05/01/2024
Yes will keep it open, however you have yet to explain why I keep getting lied to when I call customer service and they give different dates as to when the check was mailed.

Complaint: ********

I am rejecting this response because:

Sincerely,

**** ******* ********
Business Response
Date: 05/02/2024
Hi ****,
We apologize for the frustration caused by this recall, we can assure you that we are diligently working through the recall volume to get refund checks out as soon as possible, We apologize that it's taking longer then the anticipated time frame. We can assure you that you will be receiving your refund shortly.
Thank you
Customer Answer
Date: 05/07/2024

Complaint: ********

I am rejecting this response because:
You mention (this time) the check was sent on April 15th, and that it would take up to 14 days to receive, although the USPS does not take this long in delivering mail). Now it is the 16th business day, The 22nd day in general from April 15, and no check was sent. Do you have proof that this was sent or a check stub where you can prove this was actually sent (as I am certain it wasn't)?

Sincerely,

**** ******* ********
Business Response
Date: 05/08/2024
Hi ****,
We apologize for the delay, we have cofirmed as of this morning 5/8/24 that your check was cut and mailed out in a bulk shipment with the United States Postal Service as of 4/15/24. We apologize for the delay you should be receiving it soon.
Initial Complaint
Date:04/25/2024
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.
My IFIt dumbell set was recalled. I sent the items back to Ifit as requested. I was told I would receive my refund check within 30 business days. At 31 business days I reached out to the company. They said my check was sent on 4/8/2024 and will arrive within 10 business days. At 11 business days I still had not received my check. I was told to wait longer. Now we are at 15 days since the check was sent and 60 days since i sent the product back. This is unacceptable. No one can verify when I will receive the check. I have also seen online that people are not getting their check and this appears to be a scam.
Business Response
Date: 04/26/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this.
I have reached out to our billing team and they have let us know the check was mailed out on 4/16/2024 and it can take about 10 business days for you to receive it. You should be receiving it soon.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 05/02/2024

Complaint: ********

I am rejecting this response because:
It has been bow 13 business days since you claim this check was sent. I still have not received it. Your support has given me different dates of when it was or will be mailed.
Sincerely,

******* ***********
Business Response
Date: 05/03/2024
Hi *******,
I'm sorry you haven't received your check yet, we can assure you that it has been sent, it was shipp on 4/16 with check number ******. They get shipped out USPS first class. If you don't receve it by monday please let us know.
Thank you
Customer Answer
Date: 05/06/2024

Complaint: ********

I am rejecting this response because:You asked to reach out if my check still had not arrived by today. I did not receive it Today and it still has not arrived.

Sincerely,

******* ***********
Business Response
Date: 05/07/2024
Thank you for getting back to us!
It looks like the refund was still processing, please expect the refund to arrive by 05/16/24. I'm sorry for the delay once again. Until that day, I am unable to authorize a new refund to process. Thank you for your patience, and please send us a message if you do not receive the refund by the date above.
Thanks again.
Initial Complaint
Date:04/24/2024
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.
I bought a treadmill at the end of January from iFit. Spent $1,388 and change for it. Checked a statement on my credit card I used this month and found out they've been charging me $41.73 for February and March, twice, and now they refuse to reimburse me. They said it's a monthly membership program to get extra benefits that I would have never ordered, and the salesman never mentioned. I bought the unit on the phone, not once was a membership brought up. I bought a treadmill and the extended warranty, I would have never signed up for a monthly fee ongoing. So they took $83.46 for 2 months and now all they did was cancel it and took my credit card off of their system. They say it's policy and will not give me my money back. When I asked for a manager I got an email address, they said that managers weren't taking calls. ***********************************
Business Response
Date: 04/26/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this.
We have a 14 day refund policy for the monthly membership. As we did not hear from you within the first 14 days we are not able to refund those charges.
You are welcome to reach out to our IFIT support at 1-833-680-iFit (4348) with any questions.
Thank you
Initial Complaint
Date:04/23/2024
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.
My treadmill stopped working in December. I filled my request for service. It took a month for a service person to be scheduled and to evaluate the issues. It took until February for the parts to arrive. The technician came in March to install the part to fix the belt, but ordered the wrong part for the fans. Had to wait for the technician to upload his notes (took 3 weeks). After several calls and emails, the part was sent. I had to call and talk to two service people to get the service waived because of the technicians error. I was told that the service tech would call me in 3-5 days. It has been 14 days and I have yet to hear from anyone. I reached out again today 4/23/24 and I am being told to call back again because I have to pay a fee. I have been very patient and am not satisfied with the process what so ever. All I am asking for is my part installed with no additional cost as soon as possible please.
Business Response
Date: 04/24/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have had this service order escalated for you and the technician should be contacting you within ***** business hours for scheduling to help get this resolved for you as quickly as possible.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank you
Initial Complaint
Date:04/23/2024
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 Nordic Track treadmill early January 2024 which came with 1 complementary month of iFIT subscription. After using iFIT for the last 4 months, I reached out to iFIT support to adjust my subscription to the individual plan from the family plan I was automatically signed up to. The iFIT support personnel informed me that the individual plan was discontinued, replaced with the "train" plan. This new iteration DOES NOT let you use the fitness software intended for use on the treadmill for $15 a month. Instead, iFIT wants individuals to spend $35 for a family plan whether there are multiple users or not. I would have purchased a different treadmill if I had known that the integrated tablet's functionality would be locked behind a $20 difference in plans. Very disappointed in the predatory plan features.
Business Response
Date: 04/23/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this! I have gone ahead and downgraded you to the individual plan we offered previously. As long as your billing information is up to date it will automatically renew and you can stay on the individual plan.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.
Thank you

Customer Answer
Date: 04/25/2024

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:04/22/2024
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.
Company recalled its adjustable dumbbell set due to a safety issue with the weight plates not staying secure, I completed the recall form and return the dumbbells back in early February as instructed in the company's product recall notice. I was informed it would take 30-days for a full refund to be issued and despite following up on several occasions, the company has yet to issue its product refund as promised.
Business Response
Date: 04/23/2024
Hello *****-
We are so sorry about the inconveniences and the frustrations that you have experienced with this and for the delays. It does take 30 days from the date our billing team receives the information to process the refund. Our billing team received this on 4/9/2024 so it can take about 30 days from that date.
You are welcome to reach out to our Member Services at ***** *************** with any questions.
Thank you

Customer Answer
Date: 04/23/2024

Complaint: ********

I am rejecting this response because I completed Ifit's product recall notice, provided pictures of the defective weight set, and proof of purchase as ifit required to receive a refund.
Ifit then provided me with a UPS label and box to return the handles of the adjustable dumbbells which was delivered to ifit on 02/14/24 (See UPS Proof of Delivery Attached). I subsequently followed up with Ifit on several occasions and was initially advised it would take them 30-days to process my refund. Also, Ifit's representative Melody last advise a check would be sent on 4/16/24 per the attached email correspondence. However, Ifit has yet to send a refund check and is unable to advise of actual date they will honor their promise. Their previous reply is generic and lacks actual specificity in relationship to my actual claim.

Sincerely,

***** *******
Business Response
Date: 04/24/2024
Hello-
We do completely understand where you are coming from and sincerely apologize. We expect to have your refund on the way to you by 05/09. We do sincerely apologize for the wait times.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 04/26/2024

Complaint: ********

I am rejecting this response because I have been promised several dates before in which the refund would be issued. However, these dates come and go without actual follow through by Ifit.

Sincerely,

***** *******
Business Response
Date: 04/29/2024
Hi *****,
We apologize for all you have been through, we have confirmed that your refund is in progress and it can take up to 30 days to process before the refund is sent. We can assure you that we are working on getting it resolved as quickly as we can.

Thank you
Customer Answer
Date: 04/29/2024

Complaint: ********

I am rejecting this response because the business has said this many times since February with no actual follow through. Its the old "the check is in the mail" without actually placing the check in the mail.

Sincerely,

***** *******
Business Response
Date: 05/01/2024
Hi *****,
We apologize for all you have been through, we cacn assure you that we have issued a refund, please let us know if you do not receive the check by mail as of 5/10/24. Thank you
Customer Answer
Date: 05/06/2024

Complaint: ********

I am rejecting this response because Ifit has indicated this many time over the last several months with no actual follow-through of sending the recall check as promised.

Sincerely,

***** *******
Business Response
Date: 05/07/2024
Hey *****,
I'm sorry to inform you again that our team has indicated me your check will arrive by 05/09/2024.
Unfortunately, I must ask that you wait until that date. At which point, if the check has not arrived, we are able to take more steps toward a new solution. Because our records indicate that the refund is being mailed as of 04/09/2024, I have to wait until the 30-day window from that date until we can attempt another solution.
I appreciate your patience, please let me know by the date provided if the check has arrived.
Initial Complaint
Date:04/21/2024
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 was forced to subscribe to a membership to unlock my treadmill. I immediately contacted ifit to let them know I did not want a subscription as I planned to use the treadmill in manual mode. This was on 3-14-2024. I followed up on 3-25 as I had no response. On that day, I received an email offering a lower priced subscription. I immediately responded saying I was not interested and wanted a full refund. On 4-2, I reached out again as I received no confirmation of my refund. I received yet another offer to reduce the fee amount. I again declined. On 4-9, I finally received confirmation that I would get a refund but they listed the last four of a credit card that I do not have. I reached out yet again with no response.
Business Response
Date: 04/22/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this!
The charge will be refunded back into the account that the charge came from. As long as the account is still open you will still receive your refund to that account.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you

Customer Answer
Date: 04/22/2024

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.
If they actually follow through with the refund they have claimed to make.
Sincerely,

*********************
Initial Complaint
Date:04/21/2024
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 purchased a Commercial X32i Treadmill on 2/17/23 from Nordic Track. I was invoiced on 2/20/23. The Treadmill was delivered in early March of 2023. Within a couple of months the incline function began to fail. I called Nordic Track and they had me remove the motor casing and perform several diagnostic tests in an attempt to get the incline function to work. All these tests failed to rectify the problem. Nordic Track then sent out a 3rd party technician, ****, who arrived several weeks later on 7/17/23 and installed the parts Nordic Track had sent to our house on 6/20/23. **** showed me how to calibrate the incline and for a short time that seemed to work but within a couple of weeks the incline was failing again. I again contacted Nordic Track and they sent me a lift motor on 8/8/23 and a lift wiring harness on 8/28/23. However, the technician never installed these items stating he thought it was a software problem and not a mechanical problem when he was at our house on October 9, 2023. During that visit, the technician witnessed the incline failure first hand and we had also sent him a number of videos taken on our cell phones documenting those failures. The technician stated he would need to discuss this issue with Nordic Track and would get back with us. We didn't hear anything for weeks and finally called Nordic Track and they sent the technician back on 12/9/23. The technician stated he would need to contact Nordic Track to order the parts he felt would be needed to resolve the incline problem. We again didn't hear anything and contact the technician on 1/5/24 and he advised he still hadn't heard back from Nordic Track. We called Nordic Track and we wee told they weren't going to do anything because there was no evidence supporting our claim. Again, we had submitted numerous videos of the problem and the technician had been physically present for one or more of these failures.
Business Response
Date: 04/22/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have looked over your case and I have gone ahead and ordered new wiring and a new incline controller for you. Your part order number is ICS9880925. I have also set up a service order with a different technician and they will come and install those parts once they arrive and further diagnose if needed so we can get this taken care of for you as quickly as possible. Your service order number is SO-2879632. The technician will be contacting you in 3-5 business days or once the parts are received for scheduling.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank you

Customer Answer
Date: 04/25/2024

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,

***********************
Customer Answer
Date: 09/30/2024

Complaint: ********

I am rejecting this response because:
This is in response to BBB complaint #********. I filed a complaint with the BBB on or about 4/21/2024 as well as the The Colorado Secretary of State, Division of Consumer Affairs, The ************************ and several other consumer advocacy groups pursuant to the failure of an IFIT product I purchased on 2/17/2023. IFIT responded to the BBB complaint and stated that they would take care of the problem and send a different tech out to resolve the issue. I'VE HEARD NOTHING from IFIT since that BBB response. I spent thousands of dollars on this product and IFIT has failed numerous times to fix or replace the product, yet IFIT has continued to charge me for the IFIT Membership which they knew or should have known I am unable to use as a result of their products failure. I have absolutely no faith that this company can fulfil their promise to me to make me whole pursuant to this issue. I am beyond frustrated and feel my only recourse is through the courts. At this point, I just want my money refunded, all of it. Additionally, it took 4 helpers to move the treadmill to the point in my house wherein I intended to use it and 5 hours to assemble it, not to mention the time I spent with IFIT staff attempting to isolate and diagnose the problem prior to IFIT sending out a tech to try and repair the machine. I am not willing to repeat that process. I am at a complete and utter loss trying to understand why IFIT has completely ghosted me and misrepresented to not only me, but also the BBB on their plan to rectify this matter.

Sincerely,

**** *******
Business Response
Date: 09/30/2024
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 has come to our attention that we no longer have certified technican's in your area. That being said we would like to offer you a replacement machine for the issues you have encountered. I will just need to gather a few photos to get this action taken care of for you. Can you please send us a photo of the full machine take further back? we just need to see the whole machine. Once I have that we will be able to submit the paperwork and get your new machine coming.
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: 10/09/2024

Complaint: 21605626

I am rejecting this response because:
Without rehashing all the details and minutia surrounding this matter, Ill sum up our dealings to date with NordicTrack. My wife and I had been searching for a way to provide our adult daughter, who is disabled, with a way to get some regular exercise. We live in the mountains of ******** and the roads and trails arent paved. Due to our daughters disability, she had balance issues which precluded her from being able to walk on the uneven roads and trails near our house.
After completing what we thought was reasonable due diligence on several exercise platforms, we decided on the NordicTrack Commercial X32i Treadmill. We ordered the treadmill on February 17, 2023, it arrived in early March of that year. The delivery truck didnt have snow tires or chains and couldnt make it up our driveway, so we had it delivered to our sons house, about half a mile away and then unpacked it and bring it to our house piece by piece in his pickup truck. Due to the heavy base, I paid a couple of my friends to come over and help my son and I move the various components to our second-floor home gym. I spent another 5 hours assembling the treadmill.
Over the next several months, the treadmill functioned as advertised with the elevation function tracking with the iFIT programs. My wife and I were ecstatic watching our daughter get excited as she began her exercise journey. However, after several months the elevation function began to fail sporadically, either not working at all or malfunctioning during the workout. We called NordicTrack and they stated they would not send a technician out until we performed some basic diagnostic tests. I was instructed to lift the base of the machine up and remove the motor cover and check to make sure there were no loose or disconnected wires. This did not resolve the problem. We were asked to keep a log of when the elevation function failed as well as a video log showing the system failing. NordicTrack agreed to send out a technician, but advised it might take several weeks for the technician to arrive at our house which it did.
Once the technician, **** from ******************************* arrived we showed him cell phone video of the treadmill failing to incline and decline in concert with the iFIT programs. We even tried to use the incline/decline feature in the manual mode, and it failed to incline or decline in that mode as well. **** worked on the treadmill for several hours and was unable to diagnose the problem. **** stated he would contact NordicTrack and order new parts. In short, this process continued for the next 6 months with the technician visiting our house 4 different times removing and replacing parts, never being able to resolve the problem. After months of this back and forth, all the time being charged for the iFIT program we were unable to use, out of exasperation I asked **** if we could just get a replacement treadmill. **** stated that NordicTrack wouldnt replace the treadmill.
The technicians last visit to our house was on December 9, 2023. Again, unable to fix the problem he stated he would contact NordicTrack to see if they would supply a new motherboard which **** thought might be causing the problem. **** assured us that he would be back in touch with us in the very near future. After hearing nothing for a month we called **** for an update. **** responded via email stating, We are still working on a resolution and hope to collaborate with your manufacturer to find one in the near future.
Months went by without any contact from either NordicTrack or **** the technician.Completely frustrated with the lack of any contact, we called NordicTrack **************** and voiced our concerns which were received with the same empty boilerplate responses wed been getting for more than a year. We were finally transferred to a ***, he stated that he would personally review our file and take care of our concerns without delay and would either credit our iFIT account or refund the fees we had been charged for a program NordicTrack either knew or should have known we couldnt use. *** refused to provide a direct contact number and stated we should just call customer service.
Again, we heard nothing, the company completely ghosted us. My belief was that NordicTrack simply felt that if they ignored us we would just go away. Beyond frustrated with this unconscionable and abysmal treatment by a company we spent thousands of dollars with for a product that had only functioned as advertised for 3 months we filed a complaint with the *************************,****************************** and with the ************************. Additionally,we made a formal complaint to the Better Business Bureau. NordicTracks response was conciliatory, and we were promised that a different technician would be sent out as soon as possible to resolve the problem to our complete satisfaction. However, months went by with no contact whatsoever. We contacted the Better Business Bureau to reopen the claim expressing our complete and utter dissatisfaction with the complete lack of concern and failure of this company to do what they said they would do so many times before.
NordicTrack responded to the complaint stating that after reviewing our file, they had just now discovered they no longer had a technician in the area and offered to replace the treadmill. The audacity of NordicTrack after month of no contact and finally responding to the Better Business Bureaus second complaint stating that they had JUST discovered they didnt have a technician in our area and now offered to replace a machine they ostensibly knew couldnt be serviced in our area was so egregious and callous I was utterly dismayed by this pathetic attempt to resolve an issue that had been going on for over a year and a half.
The only acceptable resolution to this matter, short of litigation, is a complete and full refund of the entire cost of the product and the iFIT program membership we initially paid for and are continuing to be invoiced for to date. NordicTrack will need to disassemble and remove the treadmill from my property or pay the reasonable cost for me to hire a company to remove it and take it to the dump. Having worked in both civil and criminal law for over ******************************************************************** civil court and have consulted with a products liability attorney and will assuredly request court costs and attorney fees as part of a settlement. I would not want to be the attorney representing such an egregious abuse of a customer that has done nothing but attempt to resolve an issue that the company has admitted to but continues to do nothing but ignore. Im prepared to move forward!

Sincerely,

**** *******
Business Response
Date: 10/09/2024
Hi ****,
Thank you for reaching back out, we understand your situation and apologize for the delay in getting this handled for you. I'm happy to help get this resolved. I need the photos requested in which your case will then be given to our product resolution team, they will then offer you a replacement or a refund, however without the required documentation I am unable to submit your request. Please provide the following so that we may submit your case.
-Full product picture taken further back
-Picture of the Model/serial number decal
-a copy of your receipt
Thank you
Customer Answer
Date: 10/14/2024

Complaint: 21605626

I am rejecting this response because: I absolutely and unequivocally reject the offer from NordicTrack. I have lifted this machine,removed parts, sent numerous videos of the machine malfunctioning, completed diagnostic testing, and put up with multiple disruptions of my work and home schedule to be available for the technician that was sent out multiple times not to mention the utter disdain, callous responses, and dismissive treatment we received from NordicTrack each and every time we called to plead with them to repair the product they not only sold us but promised they would service when needed. Additionally,we have been denied the use of the treadmill that we paid for and have watched our daughters disappointment after her initial excitement in beginning her fitness journey all because NordicTrack wont stand behind the product they so willingly sold us.

This has been the most reprehensible treatment I have ever received from a company, and Im done enabling such egregious and contemptuous behavior. I will not take any further photographs or videos, if these are needed by NordicTrack to resolve this matter, they can send a representative from the company to do that.Additionally, pursuant to the last response from NordicTrack, replacement is not an option at this point. At this point the matter can be settled by NordicTrack acquiescing to my demand or we can further this issue through the courts which I am prepared to do.

In retrospect,I should have focused my due diligence more on the company rather than the product. This company has a dismal customer service record. But if ********************** would rather resolve this in court where their egregious record and contemptuous business dealings will be uncovered through the discovery process, Im ready to move forward.

Finally, stop debiting my account for the ********************** membership you either know or should know we cant use.

Sincerely,

**** *******
Business Response
Date: 10/15/2024
Hi ****,
We understand the frustration this has caused you and understand where you are coming from on this matter. We would be happy to replace the machine, but there is a process we need to follow and inorder to start the paperwork, the photos requested are not photos that are provided by the technician. We would be happy to get this resolved for you but we need to required documentation to do so.
Thank you
Customer Answer
Date: 10/22/2024

Complaint: 21605626

I am rejecting this response because: Again, its painfully clear that this company is completely out of touch with its customers. I have made it exceptionally clear that at this point I dont want a replacement treadmill. Weve gone down this path previously and Ive made that cogently clear. Why would I want another treadmill when you have already stated you dont have a technician in the area to service it. With all the issues *** had with this product your proposal to simply replace it is absolutely absurd and insulting. Additionally, I have put up with so much from this company that Im not willing to do anything further on behalf of this company to take care of a problem that should have been resolved a year and a half ago. As I stated in my last response, I am willing to allow a representative of NordicTrack to come to my house and take whatever photos they want. As a company that has such an ******* customer service rating,Im shocked that you keep digging yourself into such a hole. Finally, in my last response I asked you to stop billing me for the iFIT program that we can't use. I received another debit from my account on 10/21/24.
Sincerely,

**** *******
Business Response
Date: 10/24/2024
Hi ****,
We apologize for the confusion, please let me explain how to process works, once we submit your claim to our product resolution team they will then go through your claim and offer you either a replacement or a refund, we are unable to submit this claim until the photos that we have requested have been supplied.
Thank you
Customer Answer
Date: 10/29/2024

Complaint: 21605626

I am rejecting this response because: You are still indicating that NordicTrack/iFIT will make the decision to either replace or refund. I have cogently explained why a replacement is completely unacceptable. However, in the sprit of attempting to resolve this issue, I will take photos of the treadmill and submit them to NordicTrack/iFIT. How would you like me to send these photos?

Sincerely,

**** *******
Business Response
Date: 10/30/2024
HI ****,
Please send them here or you can email them to our escalations email at **************************************** please include your claim number in the subject line if you chose to do it that way
Customer Answer
Date: 11/04/2024

Complaint: 21605626

I am rejecting this response because: I am sending the photos you have requested to ***************************************** As I've stated previously, I don't want a replacement, you have already advised you don't have a certified technician in our area and even if you did I don't want to put my family through another year and a half of this. The only acceptable resolution is a complete refund including the iFIT program cost, to include the initial iFIT payment we made as well as the monthly debits you have been charging me even after I have asked you to stop! If you want the treadmill back you can send someone out to disassemble it and ship it back. Otherwise, you can pay me to hire someone to take it to the dump.

Sincerely,

**** *******
Business Response
Date: 11/06/2024
Hi ****,
Thank you for sending over the infomation, we've gone ahead and submitted that info to our product resolution team, once they have reviewed it they will reach out via email. Please let us know if you have any further questions.

Thank you
Customer Answer
Date: 11/13/2024

Complaint: 21605626

I am rejecting this response because: You have not addressed the iFIT program costs that I did not receive the benefit of. Also, previous replies indicated that a replacement or refund would be considered. Why am I not being offered a refund as I had requested? iFIT has already stated they don't have a service technician to cover our area, so what happens if we have a problem again?

Sincerely,

**** *******
Business Response
Date: 11/15/2024
Hi ****,
We apologize for the delay, it does appear that our product resolution team reached out to you via email on Nov 6th, can you please confirm that you have been working directly with them?

Thank you
Customer Answer
Date: 11/24/2024

Complaint: 21605626

I am rejecting this response because:
I asked for a refund on the defective treadmill and it was my understanding that this was an option. There has been no mention on how you intend to resolve the issue of the iFIT program costs that you have been charging me for a product you either knew or should have known I am unable to use. I have asked you 3 different times to stop debiting my account for the ********************** program and you continue to debit my account. I would like to know why I am being treated this way, this company is the worst run organization I have ever dealt with. I need some answers!

Sincerely,

**** *******
Business Response
Date: 11/25/2024
Hi ****,
We have confirmed that a refund will be sent to you for the machine. We need to verify your physical address as a PO box was provided in the claim. Once we have this we can go ahead and get this taken care of for you.
Thank you
Customer Answer
Date: 12/02/2024

Complaint: 21605626

I am rejecting this response because: I recently received a refund of $2,500.00 from iFIT with no explanation of what it is for. Considering I spent well over $5K on the treadmill and iFIT membership (including the continuing debits iFIT is taking out of my bank account) I'd like to know what this refund is covering. The last correspondence from iFIT indicated that you were going to replace the treadmill, against my wishes as I've stated ad nauseum, and to add insult to injury stated I would have to pay a couple of hundred dollars to ship the defective treadmill back to iFIT. It appears that the Better Business Bureau doesn't have any teeth to do much to iFIT so I apparently need to contact our local media investigatory reporters and provide them with the full transcript of my interactions with iFIT. Please provide me an explanation of the refund and how you can justify charging me to dismantle a product you sent me that is defective, send a repair technician out 4 times to no avail, stretch this process out for nearly 2 years, completely ignore your promise to take care of this issue the first time I made a complaint to the BBB, continue to charge me for an iFIT membership after I had requested you to stop 3 different times in writing, and now only ostensibly refunding me less than half of the amount I have paid iFIT.

Sincerely,

**** *******
Business Response
Date: 12/04/2024
Hi ****,
We apologize for the confusion, you will be receiving a split refund. the refund for the financing is $2500, the refund to the **** was $2319.22. That comes out to the total refund you will be receiving. please let us know if you have any further questions.
Thank you
Initial Complaint
Date:04/17/2024
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.
This is about ifit subscription for their family plan($39) I never explicitly opted in. I bough a $2000 tradmill from norditrack in the month of Jan 2024 and as part of their promotion they offered one month of free ifit subscription. I never gave my credit card details for subscription.After the purchase of the treadmill equipment, I also got phone call from them and followed up with email offering me discounted price of subscription. Which I never signed and I also confirmed and I was told that my paid subscription will not start till opted in. I also got few emails of the same offer. I never took anyaffirmative action. I assumed that my subscription lapsed and couple of days back (4/15) I saw charged of their monthly charges in my credit card dated 4/13. When i chexked further and found that they charged my previour month as well i.e 3/13. I contacted them and asked to refund for 4/13 and 3/13 as i nevrr signed up for the same. They just refunded for 4/13 and refused to refund for 3/13. I would like to reach out to them through you for getting my refund and ask them to stop this malpractice of their.Thank you ********************* My ifit profile - ****************
Business Response
Date: 04/18/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your 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 ************ of contact for any assistance you may need moving forward.
After reviewing your account, I've gone ahead and issued you a refund for the March 2024. Please allow 3-5 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

Customer Answer
Date: 04/18/2024

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,

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

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