Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,412 total complaints in the last 3 years.
- 251 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/18/2024
Type: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 a 2016 NordickTrack Commercial 1750 treadmill that worked perfectly fine. A few nights ago the treadmill did a software update from iFit that caused the treadmill to stop working, permanently. It wont even work manually anymore. Perfectly good working treadmill now left inoperable by a software update. IFit and NordickTrack acknowledge that the software update does cause this to happen to some treadmills. I asked for a solution in which I was redirected to sales and told to buy a new treadmill. I declined and asked for help. Initially I was told they could send me a new console to connect myself and not to set it up to the internet allowing the treadmill to work again. Then, I was told by a supervisor that they dont have any of the hardware or software the tools to service my issue. They further told me that they sent an email notifying customers that the software would become obsolete for equipment older than 2017. We are talking about a treadmill less than 10 years old in good working condition. I became upset and expressed that this is wrong. No one would buy a treadmill if they thought that within 8 years it would be broken intentionally by the very company that made it. And the supervisor I spoke to admitted, it is wrong, but there is nothing I can do to help you. After searching the internet, this software update affected many many customers. I dont even know what the solution is? I just want the treadmill fixed. I also want the company to acknowledge that the software update broke the equipment and it is a planned part of their business model. The same supervisor told me that the process of transferring me to sales to buy a new treadmill is the appropriate support procedure for my situation. Its wrong. On every level. Customers deserve better. Full disclosure: I purchased the treadmill secondhand from a friend who had to close his gym.
Business Response
Date: 03/19/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
After reviewing your account we can see that your machine is a model that we are no longer able to provide support for. As of August 7th, 2023 we are no longer able to provide software support for Treadmills, Bikes, and Ellipticals with screened units that were manufactured between 2011-2016. These machines will no longer have access to all iFIT software updates and workouts. For more information regarding this change you can view our article here: **************************************************************************
We apologize for all you have been through, we would be happy to offer you a 10% discount on a new model if you wish to replace the unit.
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21448894
I am rejecting this response because:
That doesnt resolve the issue. The treadmill worked fine and then a software update caused it to stop working. YOU broke a perfectly fine treadmill. I understand that you have discontinued the software, but it should at least allow the treadmill to work manually. It doesnt because of your update. I dont want to spend another cent for a treadmill, seeing as this one was fine. Since you broke and cant fix the treadmill, the right thing would be for you to replace the treadmill. A company should not intentionally damage their older products to generate sales for newer products. Apple did this with their phones and were class action sued. Replace the treadmill before this issue becomes bigger then it needs to be.
Sincerely,
*******************Business Response
Date: 03/21/2024
Hi *****,
Please know, that the software update does only stop the IFIT program and the machine should still work in manual mode. If the manual mode is not functioning out software specialist confirmed that this would be due to internal console damage. The update does not brick the console, the only thing it does is discontinue the support of the iFIT workout content accessed via the web.
As we are no longer able to support the iFIT workout experience, the machine will and should still work in manual workout mode. You can use the iFIT smart app on a smart device then manually adjust the machine to follow along the work out.As our products have an estimated 10 year life span, your machine is nearing end of life so these consoles are no longer being manufactured. If they were we would be happy to send one, unfortunately this is not an option and I again apologize.If the machine is not functioning in manual mode this would be a hardware issue and at that point the console would need to be replaced. Here are a few websites that *** carry the console, 1.) ereplacementparts.com 2.) treadmilldoctor.com 3.) fitnessrepairparts.com.Thank you
Customer Answer
Date: 03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory, but dont wish to pursue further
Sincerely,
*****Initial Complaint
Date:03/18/2024
Type: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 2450 treadmill from Nordictrack with the iFit program in October 2020. After receiving the treadmill, it seemed as if every 6 months or so the machine would have one problem after another. I had the console/tablet replaced, I had to have the controller replaced 3 times. The machine stopped working again at the end of 2023. I contacted iFit to have it fixed again and was told it was not under warranty anymore but they had a service person in my area who could fix it. That person came to my house replaced the controller again and the machine worked for about 3 times and then stopped again. I contacted the repair person who replaced the controller and said that the speed control seemed to not be working on it, and that you can't repair them but need to replace. So that was done at an additional cost of $400. The machine stopped working the next day. When I contacted the repair person they said the next step would be to replace the motor but to contact iFit because they may replace it because I had so many problems. I contacted iFit and was told they will not help me because my warranty is over. At this point I am so frustrated with the entire machine. After numerous back and forths, I asked to speak to a manager and was told they will replace the motor, but I will have to pay additionally for the service call. The company needs to realize that some machines are just faulty from the beginning and should be replaced. I have enjoyed using the membership on the treadmill and on my tv but will certainly be cancelling all if this can not be resolved.Business Response
Date: 03/19/2024
Hi ********,
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.
After reviewing your account and discussing your case with our leadership team, They have confirmed that we will need to wait until the previously ordered drive motor is installed by a certified technican to see if t part resolves your issue. We are happy to discuss further options with you if the tech is unsucessful on this repair. Plese keep us informed so that we may continue to assist.
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21448617
I am rejecting this response because:I would like the service charges to be covered by the business. I will use whatever technician they deem certified as I have been doing.
Sincerely,
***********************************Business Response
Date: 03/21/2024
Hi ********,
I'm happy to go ahead and send out a tech as a one time courtsey to install that for you. Your service order number is SO-2870276. Once your part arrives the tech will be notified and give you a call to set up an appoinment. Please let me know if you have any further questions.
Thank you
Initial Complaint
Date:03/16/2024
Type: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 trying to get help from the company around by bike not working properly since March 4th. So nearly two weeks. I keep getting the around. The responses to my email tell me to read the manual. And try stuff *** already tried. I have told them that the nut is glued on and unable to be adjusted thus the console doesnt pivot the way it should. They again keep saying the same thing and ignoring my issue. Theres no way I paid over $2000 for a machine that doesnt function the way it should. They need to either replace the machine or refund my money because this is unacceptable.Business Response
Date: 03/18/2024
Hi Anyssa,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
After reviewing your account, it appears that this model comes with the console bracked tilted to the side for shipping purposes. Afer installation if the console will still not tilt it may be because loctite was applied to the nut to avoid movement during shipping. a forceable jerk may help loosen that up. If you are sill experiencing issues I will be happy to send out a tech to look at your machine. Please verify your shipping address.
Thank you
Customer Answer
Date: 03/18/2024
Complaint: 21443773
I am rejecting this response because: Ive jerked it multiple times. And theres visible damage to the part because of it. This was a brand new machine that I paid a lot of money for and shouldnt have to go through all of this hassle to get what I ordered. Ive been trying to initiate a return, I either keep getting disconnected or the return department is closed. Thus has been the absolute worst experience Ive ever had making a purchase.Ive tried uploading videos and pics to this but it says its too large.
Sincerely,
A *******Business Response
Date: 03/19/2024
Hi,
I'm happy to help, could you please send me the photos to ******************************************** I will be on the lookout for them.
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21443773
I am rejecting this response because: the my ignored the message saying I request a refund and would like to return the bike. I have a lot going on and Im stress enough, having to deal with the back and forward and many requests with no actual remedy is exhausting. Purchasing this bike was supposed to help alleviate stress not add to it.
Sincerely,
A *******Business Response
Date: 03/21/2024
Hello,
Thank you for taking the time to write. We are sorry to hear of the frustration you have experienced with this purchase. Per our return policy, the return freight fee of $250 and a 10% processing fee would be withheld from your refund. In addition to this, any upgraded delivery service is non-refundable once that service has been completed. However, you obviously purchased this exercise equipment with a goal in mind and we ultimately would like to help you follow through with your goal. We can assure you that your manufacturers warranty will cover any necessary parts and service if needed to make sure you have the product wanted. If you agree to work under the manufacturers warranty, rest assured that your 30 day trial will not start until your product is up and going according to manufacturers specifications. If you opt to accept the needed parts, we can provide you with compensation such as an extended iFIT membership or a free floor mat or heart rate monitor.Please let me know how you wish to proceed and I will make sure it gets handled accordingly.
Thank you
Initial Complaint
Date:03/14/2024
Type: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 product was purchased on November 29th 2023. It was $1, 792.35. We have had a service technician come out to fix the issue on this product on two separate occasions. Both not resolving the issue. We have sent multiple videos and pictures of the product not working properly. However, their support team has told me that the product is operating as intended. I am not satisfied with the way this product operates. I would like to refund it. They are trying to charge me a 10% fee and a $250 shipping fee to send back a faulty product. This is in addition to the hours I have spent on hold and the days that I have had to take off of work to make an appointment with their said service technician. All we are asking is that we pay $0 out of pocket to return an item that does not perform as advertised.Business Response
Date: 03/18/2024
Hi *****,
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.
After looking over your accoun and the issues you have experienced we have reached out to our leadership team regarding your case. They have confirmed that we are following our return policy and the fees you are being charged abide by the return policy. You can read more about the return policy at at *************************************************.
We have also confirmed that the machine is also up to manufacturers specifications, but as a courtesy we can waive the 10% processing fee but not the 250 shipping fee.Those fee's are nonrefundable as they are paid to another company.
If you have any further questions, please call our Billing team at ###-###-####.
Thank youInitial Complaint
Date:03/14/2024
Type: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.
The treadmill software has refused to work correctly since we purchased the machine. We have made numerous calls and they continue to blame us for the software crashing and failing. They have been rude, dismissive, and refused to help in any way. We have had months of problems and not one resolution after many attempts. We, according to them, are just not good at treadmill software.Business Response
Date: 03/14/2024
Hi *******,
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.SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:
PRICE OF MACHINE:
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 03/14/2024
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:03/13/2024
Type: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 charged over 400.00 on an account I didn’t create. It clearly shows I haven’t used it. I have received no emails about this account or billing. Customer service was worse than rude and wouldn’t refund money.Business Response
Date: 03/14/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
After reviewing your account it appears that a membership was set up on March 6, 2022 using a promotional code for a free 30 day membership which at the same time card information was put in as the payment method, upon the 30 day completion the member is then responsible to cancel the memebership otherwise the card on file will be charged for the membership. An email was sent on 1/31/2023 advising member that an annual auto renewal would be charged to the card. Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL (866) 608-1798 DURING REGULAR BUSINESS HOURS.”
If you wish to read more about the terms and conditions, please go to *********************************We have gone ahead and refuded your most recent payment as it was within the refund policy. The confirmation number for that charge is ************************. Please allow 7-10 business days for that to reflect your account.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 03/18/2024
Complaint: ********
I am rejecting this response because: this is a fraudulent account. An unauthorized third party used my card and set up account. The first email I received was on March 13, 2023. There was no previous email, you know this because there would be a read receipt. i called immediately when I read the email that said my membership has been upgraded. while I was on the phone with customer service, a new email was generated that said "Thank you for your purchase!" Then there was a third that said "We received your updated billing information." Phone records and email will confirm neither of these was me. I repeatedly asked to speak with manager, operator tried to talk me into opening a "new" account to fix everything. When I was finally transferred to a "manager", he stated I could pursue by notifying the authorities. He said law enforcement and attorneys had the number for their legal department, this is not true. I consulted Officer ***** ****** and my attorney **** ****. This business is taking advantage and using this opportunity to further defraud me. Their refund policy is for authorized accounts. I have reported them to the Fair Credit Billing Act, Consumer Financial Protection Bureau and ReportFraud.ftc.gov. I appreciate the opportunity to upload supporting documents, but since this is a fraudulent account, there are none.
Sincerely,
***** ****Business Response
Date: 03/20/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.
If you feel it was a fraudulent account, you should contact your bank but when it comes to this account, someone activated it using your credit card information. No fraudulent activity was done on our end and wouldn't be able to provide any refunds for this.
Thank you
Initial Complaint
Date:03/11/2024
Type: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.
My bike is still under the parts warranty. I was told I was going to get a belt and an eddy ********** The belt came, the eddy ********* did not. My bike has been broken for a month and every time I call I am told this part out of stock or it's going to ship soon and it never does. I have gone on chat and called multiple times. I called again on 3/11/24 and asked to talk to a supervisor. They said one would call me back at the end of the day. One never did.This company does not honor their warranty and is fine keeping your bike broken for over a month. This place is a scam and shouldn't have parts/warranties that it won't honor.Business Response
Date: 03/13/2024
Hi ****,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
After reviewing your account we can see that your part was shipped on 3/12/24. Your tracking number is 1ZX8444W0348771892 via *** ground. Please let me know if you have any further questions.
Thank you
Customer Answer
Date: 03/15/2024
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:03/08/2024
Type: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 Commercial 2950 treadmill on 1/20/22. In November 2023 the walking belt suddenly stopped on a workout I completed several times. I contacted iFit who advised it was the controller board. They proceeded with sending me a replacement part. I replaced the board and the machine worked for about 10 mins. I contacted iFit once who then recommended I pay for a technician to diagnose the machine. I gladly paid this since I value the machine and want it to work once again. The technician from Precise Gym Equipment recommended all mechanical parts and electrical boards be replaced. iFit sent all parts as requested. I then paid the technician to come out and install all the parts. After the installation, the machine worked 3 times before the walking belt stopping once again. The same issue persists. I contacted iFit who sent yet another controller board. The machine worked 3 times once again. That was in January. They then advised that the machine is malfunctioning due to the electrical outlet and it needs a dedicated circuit. I confirmed with an electrician that the outlet was performing with no issue and providing ample power. However, I installed a dedicated outlet regardless. iFit then advise they would send a new technician to diagnose the machine since the machine failed within 3 days of the technician work being completed. This was in February. No technician calls. I call iFit who then advise wrong paper work filed and to please wait another 5 days. It is now March. No technician has called and my machine remains non functional. This is a serious customer service issue with false promises and improper diagnosis of a machine to the point its costing me more money to try to comply with there wishes. I even paid for a dedicated circuit to be installed per there request.Business Response
Date: 03/11/2024
Hi *****,
This morning we have contacted the technician's 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 questions, you can contact our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 03/11/2024
Complaint: ********
I am rejecting this response because:The response provided has been the same response previously provided with no action. I have lost faith in the company and there technicians. I would like a refund of the purchase price of the machine for $2,436.34 as well as the costs for the technician diagnoses and installation of replacement parts. $159 and $115 for a total of $2,710.34
Sincerely,
***** ********Business Response
Date: 03/13/2024
Hi *****,
I have confirmed with our service coordinator that the technican has reached out to schedule your appointment as of 3/12/24 via email. Please make sure you respond to that email to set up your appointment.
Thank you
Customer Answer
Date: 03/14/2024
Complaint: ********
I am rejecting this response because:Yes a technician did reach out after I made an official complaint with the Better Business Bureau. I never should have needed to make a complaint. I have complied with every request from iFit SINCE NOVEMBER. I even spent additional money to install a dedicated electrical outlet so a technician would come out and even diagnose the machine. And after the outlet was installed, I received the run around yet again until I made an official complaint. We are well past having the machine fixed. The only resolution is a full refund of the cost of the machine and costs of the technician. I made a call to iFit this morning with the same request.
Sincerely,
***** ********Business Response
Date: 03/18/2024
Hi *****,
After reviewing your case and talking with our leadership team, we would love to get this taken care of for you. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s 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. This will help us get going on your request.
Thank you!
Customer Answer
Date: 03/22/2024
Complaint: ********
I am rejecting this response because:iFit has contacted me and it does look like we are on the path to resolution. However, it is not resolved yet. If everything goes as discussed, the issue will be resolved and if possible, I will remove this complaint.
Sincerely,
***** ********Business Response
Date: 03/22/2024
Hi *****,
Thank you for keeping us informed! please keep us in the loop as this gets resolved for you
Customer Answer
Date: 03/29/2024
Complaint: ********
I am rejecting this response because:I am still waiting to be contacted by iFit for resolution. I believe the timetable they provided would be by Friday 4/5/24. Until them I am rejecting this since the issue still remains unresolved.
Sincerely,
***** ********Business Response
Date: 04/04/2024
Hi *****,
I have confirmation from our product resolution team that they have called today 4/4/24 and left you a voicemail. Please follow up with them so we may get all your details squared away.
Thank you
Customer Answer
Date: 04/07/2024
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:03/07/2024
Type: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.
Id like some help with a $1,561.13 transaction from NordicTrack on November 3, 2023 at 2:12PM. *** received the treadmill and it doesnt work correctly. Ive been on 2 troubleshooting calls and 1 troubleshooting chat. A technician came out to replace the computer console but this did not correct the issue. NordicTrack would not approve a return so I filed with the credit card company and received a temporary tefund. So now Nordic track approved a return. Confirm number is ******** Return was set for monday 3/4 from 6-8 pm but the person doing the pick cancelled at 540 pm. It is reset for today 3/7 also between 6-8pm. I have reached out to *******, the person coming for the treadmill via text at 630 pm asking for an estimated ETA but i have not heard back. He was a no show. Wonder what my rights are as far as getting rid of this machine. And how many attempts must I sit thru to have this company actually do a pickup before i can just get rid of it.Business Response
Date: 03/08/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and pick up issues. We completely understand where you are coming from on this matter.
This morning we have contacted the pick up 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 questions, you can contact our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 03/08/2024
Complaint: 21402814
I am rejecting this response because:I have already scheduled twice for pickup with no one showing up. Id like a call back today, not in 3-4 days. And Id like someone to come get this machine today since I am working from home.
Sincerely,
*************************Business Response
Date: 03/08/2024
Hi *****,
We sincerly apologize for the inconvienance, the pick up team is a third party company and we are unable to schedule for them, however we have escalated scheduling and they will contact you as soon as possible.
Thank you
Initial Complaint
Date:03/07/2024
Type: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.
My wife bought a Nordictrack X22i Commercial Incline Trainer that was delivered in January of 2021. Recently, a section of the frame broke (metal tube that retains an axle that the platform pivots on to incline, platform is no longer properly retained). The treadmill is no longer under the full factory warranty, but iFit/Nordictrack advertises a lifetime warranty on the frames for their treadmills and incline trainers. They are trying to say that the part that broke is the "base" instead of the "frame" to get out of having to cover it under the frame warranty on a technicality. As it stands, the treadmill is a safety hazard since the entire platform that you run on is no longer properly retained. After asking some owner's groups about my issue, I've had a half dozen others come forward with the exact same issue previously on this same model.Business Response
Date: 03/08/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
We are currently looking into what options we have available for you. We will need a few things from you to add to your case. Can you please provide 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: 03/08/2024
Complaint: ********
I am rejecting this response because:Merchant requested more information. I have provided said information and documentation:
The email associated with the unit/service account is: **********************
We do not have a copy of the receipt. The unit was purchased directly from iFit/Icon/Nordictrack in November of 2020 and delivered in January of 2021. The digital receipt should already be in possession of the merchant under the email address I just provided. We would have to request it from them under the same means to obtain a copy.
Sincerely,
***** ******Business Response
Date: 03/11/2024
Hi *****,
Thank you. We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email. Please let us know if you have any questions. Have a great day!
Customer Answer
Date: 03/11/2024
Complaint: ********
I am rejecting this response because:Awaiting further response from vendor's product replacement team.
Sincerely,
***** ******Business Response
Date: 03/13/2024
Hi *****,
Our produc resolution team would like to get as many angles of the damaged area as possible to confirm that it's frame damage. Could you please provide multiple different angles of the damaged area?
Thnk you
Customer Answer
Date: 03/19/2024
Complaint: ********
I am rejecting this response because:Awaiting feedback from the business.
Sincerely,
***** ******Business Response
Date: 03/21/2024
Hi *****,
Your first part of your parts have shipped via USPS with tracking number ******************. Your base is still processing and will ship out soon. Please let me know if you have any further questions.
Thank you
Customer Answer
Date: 03/26/2024
Complaint: ********
I am rejecting this response because:Received the first package. Waiting on the base.
Sincerely,
***** ******Business Response
Date: 03/27/2024
Hi *****,
The base was shipped on 3/15/24 just for your reference!
Thank you
Customer Answer
Date: 04/03/2024
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.Base has been received and installed. This issue is resolved.
Sincerely,
***** ******
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