Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  

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:01/21/2024

  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 purchased a treadmill November 26 2022. I have had multiple issues with the incline going out mid run since we purchased it and nothing has worked. I have had the incline motor replaced multiple times (latest being 14 Nov 2023). I am VERY frustrated as the incline will stay up high or go to a negative and not change manually or by when it is supposed to be auto adjusted. We have to stop the machine mid workout to try to recalibrate it. It will sometimes recalibrate and other times it will not unless we turn the machine off for a period of time (it has become stuck at a 40 percent incline or -6 percent decline on multiple occasions). I am infuriated as I need this machine to work and can not continue to have this happened. I have counted and this has happened 27 times since the incline motor was last replaced (14 November 2023). I have also had the screen/video suddenly stop working twice while running and have had it be non responsive three times when trying to select a workout. I have contact Nordictrack on multiple occasions and they keep saying its the incline motor and they replace it (which takes weeks), only to have the same issue happen again a short period of time later. They have you do videos and recalibrate and what not. They do not listen when I tell them that what the machine is doing is dangerous. This happens mid run and is unpredictable and we have to stop the machine and try to recalibrate it. I am frustrated bc I am under warranty and they do not do anything to fix it. It is dangerous to myself and my husband when running when the incline suddenly drops to -6 percent decline. I want this treadmill replaced with a new one that works or else I want my money back and will purchase one that actually works. I am available by phone Monday/Tuesday evening after 5:30 pm (CST) or Wednesday morning between 8-9 am (CST). The customer service thus far has been terrible. This is a faulty product and they need to either fix it for good or refund me.

  

  Business Response

  Date: 01/22/2024

  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've gone ahead and set up a tech to come out and inspect your machine, the last time we were contacted regarding the issues you are experiencing was october of 2023. Because 30 days has past we would need to send out a tech to fix the issue you are experiencing or deem the machine unrepairable. 

  Your service order number is SO-2849560 please allow 3-5 business days for the tech to reach out to you for scheduling. 

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
  Thank you.
  
  

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The technician contacted me yesterday and is scheduled to come out for assessment of the machine 6 February at 11:00 am.  If any further issues occur or it is not resolved, I will reach out again. Thank you!

  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/21/2024

  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 Nordictrack Tradmill from Dicks sporting goods about 18 mos ago to use when the weather is bad. I cancellled the useless IFit subscription as irrelevant to me. went to use it this week and the screen said it could not access the app. I spent 30 min with customer service who concluded that I need a new console and it’s out of warranty and I will have to pay for this. I have probably used it for 20 miles and find it absurd that this technology failure is holding me hostage from using this for its intended purpose. I requested that the customer service rep escalate the matter and email me the results of our call but she did not. I am a busy executive and find this corporate practice to be unacceptable.

  

  Business Response

  Date: 01/23/2024

  Hi *********, 

  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 iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 

  
  If you have any further questions, please contact our iFit software team directly at ###-###-####.
  Thank you     
  
  

• Initial Complaint

  Date:01/20/2024

  Type:Customer Service 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.

  BBB Team,I hope this letter finds you well. My name is ***********************, a retired First ******** of the ************* Army, now navigating life with a 100% permanent and total disability. I am reaching out to express my deep frustration and concern regarding my recent experiences with a NordicTrack treadmill, an essential tool in my daily rehabilitation and well-being.Since my initial contact with Nordic Track on October 9, 2023, the issues with my treadmill have persisted, despite following their troubleshooting instructions meticulously. The treadmills belt continues to stop suddenly during use, posing not only an inconvenience but also a risk to my safety. As a disabled veteran, my physical activities are limited, and the treadmill plays a crucial role in my daily routine. The frequent malfunctions and noise issues have significantly disrupted this routine.Furthermore, I am deeply disappointed with the response times and the general approach to customer service. As someone who has dedicated a significant part of my life to serving our country, it is disheartening to face such challenges with a product that is supposed to aid in my rehabilitation. The lengthy response times and repeated suggestions that do not resolve the issue have only added to my frustration.I am writing to you not only as a customer seeking a resolution but as a veteran who relies on your product for physical and mental well-being. I urge you to consider the impact of these issues on customers like myself. It is not just about a malfunctioning machine; it is about the hindrance it causes in the lives of those who depend on it.I kindly request that they address this matter with the urgency and seriousness it deserves. A timely and effective solution would not only resolve the current issue but also restore my faith in your brand and its commitment to customer satisfaction.Thank you for taking the time to read this letter. I am looking forward to a prompt and positive response.

  

  Business Response

  Date: 01/22/2024

  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. 
  
  

  After revewing your account, I have gone ahead and requested a technican to come out and inspect your machine, I have also ordered some parts that the tech may see fit, those parts will be shipped to your home directly but please note they are for the technican in case he needs them. Once the parts arrive the tech will be notified and will contact you for scheduling. Please allow **** business days for shipping. 

  Thank you 

• Initial Complaint

  Date:01/19/2024

  Type:Billing 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.

  After intentional cancellations to deliver the product, intentionally rescheduling on days I reported I work, not responding to promises to schedule and not showing up for delivery, I finally cancelled and was charged 250 plus 5 percent for cancellation. This is also not on website but they told me it often comes up ehen checking out. It is an intentional scam by Nordic track, I fitness and to bank retail services

  

  Business Response

  Date: 01/19/2024

  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. .

  
  On your account, we can see a return is in process for your machine. We have reached out to our Billing and Returns department regarding the fees associated with the return. 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 *************************************************

  
  You are being refunded $1762.75 (reference number *********). You will see this amount within the next 30 days or less.

  
  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. 

  
  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: 01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:I have never received the machine so there is nothing to pick up. There is no return since it was never delivered. I have the right to cancel the contract. This is not a return / it is a cancellation due to your company’s nonconformance. To try and charge me for an item that was not and you could not deliver is fraud. Also your return policy, as dishonest as it is, is not posted on your website. I have checked every add - not there. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/22/2024

  Hi ******, 

  Our return policy is stated on our website, please review the attached photo for documentation. We allow 10-14 business days for delivery which is stated in your confirmation email you recieved upon ordering. Because we are still within that time frame fee's are applicable at this time. We apologize for the inconvienance. 

  Customer Answer

  Date: 01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: two times your delivery service did not show up. I called the service and offered two other days that I was available and was told they would try and schedule on those days. I never heard back and then got an email that delivery was scheduled for a day that I had to work (no consult) . This would create a hardship on me. I only get paid for the educational services I provide. You claim you are in the time frame for delivery but to expect a customer to constantly miss work due to your incompetence and suffer financial hardship is not reasonable. I expect the fact that the customer pays the price, you have little incentive to show and deliver as promised as there are no consequences to you and you collect without doing anything. I believe these are fraudulent practices with no accountability. I insist you reimburse the $400 that you are charging me. Also, I was not provided with any written documentation as required by law until 5 days later when I called and asked to cancel. Your cancellation policy IS NOT included on your add pages. I was not notified of the cancellation policy. If your contract dated 1/19/2024 is the contract date, then I was within the legal time frame to cancel the contract under consumer law without penalty. I will not drop this complaint. I work very hard for my income, unlike your company.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/24/2024

  Hi ******, 

  I'm sorry for the frustration this has caused you, after talking to our Billing and Returns mangament and because the delivery was refused they have agreed to refund you 5% back of the processing fee. That's $75 back on your refund. If you wish to proceed with this refund please let us know and we will be happy to process that. 

  Thank you 

  Customer Answer

  Date: 01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not refuse delivery. The order had already been cancelled and the company offered delivery after that. This was also a date that I had already informed them that wouldn’t work because I would be working all day. I work with special needs students and there is no replacement for my services. Your company did not consult with me at all about scheduling and this was not a sincere attempt to deliver, but rather an attempt to cover yourselves. This is not a genuine attempt to resolve this issue. I insist that I receive a full refund. You did not provide a written contract, provide notice of cancellation polices, deliver the product when  promised, or attempt to reschedule on a day that did not create a hardship. You are responsible  for your business practices, not the consumer. I operated in good faith at all times, arranged financing and made myself available for delivery. Your Company has received countless complaints on social media with regard to poor business practices and services, so I know I am not alone  in my complaints. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/30/2024

  Hi ******, 

  After talking with out Billing and Returs Mangament the final offer we are able to offer you is that we can issue a refund for the $250 freight fee, however the $75 left on processig fee is non refundable. We apologize for all you have been through with getting this issue resolved. 

  Thank you 

  Customer Answer

  Date: 01/30/2024

  
  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:01/18/2024

  Type:Sales and Advertising 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.

  The product only works with a certain internet speed. I have great internet connection in my household and every device from all kinds of different manufacturers work as they are supposed to on my wifi except for this device. This is a big purchase and the issue with the connectivity is certainly not addressed at the time of purchase. Only after purchasing and discovering the problem is a consumer likely to do research into why their product is not functioning as marketed. And after researching there is only a brief mention and recommendation found in the troubleshooting page on iFits website. There is no clear directions on why there is an issue or how best to resolve. I assume most customers are not that familiar with the giga hurtz of their internet modem nor necessarily should they be since most all devices work fine in their home. To make such a big purchase and to receive a product that barely functions as marketed is upsetting at the least. The manufacturers entire business platform revolves around this. To have barely any guidance or knowledge of the issue prior to purchasing makes it feel like I've been scammed. The manufacturer should be responsible for this and should not make it painful for the customer to return; however, the manufacturer says they will charge me nearly $600 or more just to return the product. But it is their product that isn't functioning properly so why does the consumer have to bear even more expense, wasted time, and complete frustration. Now I feel like I am stuck with a machine that isn't functioning like marketed. The tech folks who answer customer calls don't even seem to be aware of such a glaring issue. The amount of comments from frustrated buyers found on social media sites is stunning. Of course no one tends to sees these comments only until after doing research on why their brand new product isn't functioning as intended. The amount of upset customers should be enough to indicate something isn't right.

  

  Business Response

  Date: 01/19/2024

  Hi *******, 

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

  We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 

  If you have any further questions, please contact our iFit software team directly at **************.

  
  Thank you     
  
  

• Initial Complaint

  Date:01/16/2024

  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.

  We purchased an elliptical machine on November 28, 2023. I put the machine together and couldn't get the console to work. I called customer service and was on the phone for 1.5 hours. At the end of the call I was told I would need a new console as this one was defective. I didn't hear back, so I called a few days later. They told me they see the notes, but nothing was done. I asked to speak with a supervisor who said she would get this taken care of. After another week went by, and I still hadn't heard anything I called again. I finally got to another supervisor who transferred me to the parts department, they said they would get the part ordered, but nothing was done. I then enter a ticket on the company website, had some back and forth with a few different employees. At the end of the conversations they agreed the console needs replaced. I contacted them today as I still haven't heard anything, and the response I received was that they wanted me to start the troubleshooting over. I have spent at 6-8 hours trying to get this resolved. This has been ongoing for a couple weeks. Every phone number I find is linked to the IFIT customer service number **************. I understand companies may have to outsource their customer service to offshore offices, but I should still receive customer support. It seems to me that they could care less about me because there doesn't seem to be a way of contacting this company except through IFIT. I paid a lot of money and can't use the product as intended and no one seems to care. If I didn't already dispose of the box I would take it apart and return it. PLEASE HELP ME!

  

  Business Response

  Date: 01/17/2024

  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.

  
  I'm happy to take a look into this for you. 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. Could it be under a different address and phone number?

  We look forward to hearing from you so we may get this issue resolved for you. 

  Thank you 

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21154718
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Please look at account with email address ************************. 

  The phone number ************

  

  Business Response

  Date: 01/19/2024

  Hi *******, 

  Thank you for providing that infomation, I was able to locate your account and go ahead and order that new tablet for you. It appears that we were having some technical dificulites when ordering so we apologize for that. Your order number is ICS9826145 you may track it once it ships at www.ifit.com by using that order number. Please allow **** business days for shipping. Please let us know if we can be of further assistance. 

  Thank you 

  Customer Answer

  Date: 01/19/2024

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

  I am satisfied as long as they follow through with the order. Thank you 

• Initial Complaint

  Date:01/16/2024

  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 3 years warranty NordicTrack Care 3-Year Annual Maintenance Plan for Fitness Equipment. Based on the provided information on the warranty , during three years , everything should be covered:Repairs and annual maintenance requests are supported directly from NordicTrack Unlimited in-home service visits, no hidden fees or deductibles Protection against electronic failures, broken parts, power surges and normal wear and tear of your machine I noticed the fan stopped working and I requested to replace or repair it. During me call *************) on January 16. **** with the technician ( ***), she refused to file the repair order because the fan is not essential part of the equipment and does not prevent me to use it.There is a list of the parts which are excluded from this warranty and this exclusion never disclosed with me during the purchase of the equipment or never sent late on.

  

  Business Response

  Date: 01/17/2024

  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, we have gone ahead and set up  a tech to come out and install the part for you. Your service order number is SO-2847771. Please allow 3-5 business days for the tech to reach out to you directly for scheduling. 

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

  Thank you
  
  

• Initial Complaint

  Date:01/15/2024

  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 an s27i indoor bike in late 2022, and in 2023 I purchased an additional warranty for the product. I have called multiple times to get my bike repaired, iFit refuses to provide customer service or honor the parts/ service warranty. The software and the display are consistently glitchy all the time, and I am unable to program routes as advertised by NordicTrack. When I call for service under the additional warranty I purchased iFit just runs me in circles and no one does anything to help. I never get a manager when I request one, and the customer service people just make excuses on every call. At a minimum the displayed needs to replaced. If they continue to ignore the parts and service warranty, I will take them to court.

  

  Business Response

  Date: 01/17/2024

  Hi *******, 

  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 iFit software team for you and had them further review your account. Thave confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 

  
  If you have any further questions, please contact our iFit software team directly at ###-###-####.

  
  Thank you     
  
  

• Initial Complaint

  Date:01/12/2024

  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 am writing to lodge a formal complaint against iFit for their failure to honor the extended warranty on my treadmill.As one of the few residents in my city with a designated parking spot, I find it alarming that iFit's service technicians are refusing to provide service unless there is a parking space provided for them. This policy is not only unreasonable but also discriminatory, as it effectively denies service to almost the entire community here, where such parking convenience is exceptionally rare.This issue has been exacerbated by repeated cancellations from the technician. Had the initial two appointments not been canceled without just cause, the repair would have been completed well before the street construction near my home began. The third cancellation, attributed to the lack of direct parking access due to this construction, highlights a broader problem with iFit's service policy in urban settings.Given this situation, it is clear that iFit is not adhering to the terms of the extended warranty agreement. If their technicians are unable or unwilling to provide service in a city where parking constraints are a known factor, alternative arrangements with a different repair company must be made. It is unreasonable to expect customers to bear the burden of such logistical challenges, especially after purchasing a warranty that promises reliable service.This persistent failure to provide the contracted service has left me without a functioning treadmill for an extended period, significantly impacting my daily exercise routine and overall satisfaction with iFit. I request immediate action to address this issue, either by providing a technician who can adapt to the local parking situation or by contracting with a service provider who understands and can navigate the unique challenges of servicing customers in an urban environment.

  

  Business Response

  Date: 01/15/2024

  Hi ****, 

  We are so sorry about the inconveniences and the frustrations that you have experienced with your service order. We completely understand where you are coming from on this matter.
  This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

  
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you
  
  

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21137103
  

  Thank you for your prompt and attentive response to my concerns regarding the service issue with my treadmill. I sincerely appreciate your intervention and the steps taken to facilitate a resolution.

  Despite this, I find it necessary to reject the business response for the time being due to a few ongoing concerns:
  
  History of Technician Cancellations: The repeated cancellations by the service technician have unfortunately led to a diminished confidence in the reliability of the proposed solution. To ensure that the repair is indeed carried out effectively, I would prefer to keep the ticket open until the work is fully completed and the treadmill is functioning optimally.
  
  Need for Assurances for *************** Given the unique challenges of my urban living situation, it is crucial for me to know that iFits service policy can adapt to such environments. Assurance that future service will not encounter similar issues is essential, ensuring that my extended warranty remains valid and effective under all circumstances.
  
  Request for Compensation for Limited Use: While the treadmill has not been completely unusable over the past three months, its impaired functionality has limited my ability to fully utilize the iFit service. Therefore, I am requesting some form of compensation, such as an extension of my iFit membership, to account for this period of diminished service.
  
  Your understanding and attention to these points will be greatly appreciated. I look forward to a resolution that not only addresses the immediate issue but also ensures a high standard of service in the future.
  

  

  Business Response

  Date: 01/18/2024

  Hi ****, 

  We apologize for all you have been through, we completely agree on keeping your claim open until resolved. we can also assure you that our service department will handle each service call (if needed) with care and handled in a timely manner. We sincerly apolgoize for the issues you have ran into dealing with this. We would be happy to add the downtime back to your ifit membership once the machine has been repaired. Please let us know once it's up and running so we may ensure that you *****************. 

  Please let us know if we can be of further assistance. 

  Thank you 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21137103
  

  Thank you for your response dated January 18, ****, regarding the ongoing issue with my treadmill service. Your willingness to keep my claim open and adjust my iFit membership following the repair is appreciated.
  
  However, I am writing to express my concern and seek clarification about an email received on the same day, stating that my service order (SO-2833964) has been canceled. This message cites reasons such as "lack of communication, age of the service order, or inability to service my area." This update is confusing and appears contradictory to the assurances provided in your previous communication.
  
  Given the history of technician cancellations and the specific challenges of my urban living situation, it is imperative to have a clear and reliable resolution plan. I request detailed information on how iFit intends to adapt its service policy for effectively serving customers in areas similar to mine.
  
  Furthermore, I reiterate my request for appropriate compensation for the reduced functionality of my treadmill over the past months. An extension of my iFit membership would be a reasonable gesture for the inconvenience experienced.
  
  I urge you to provide clear and immediate next steps regarding the scheduling and execution of the repair, especially considering the latest development about the service order cancellation.
  
  Your prompt and decisive action in resolving these issues is crucial. I look forward to a swift and satisfactory resolution to this matter.
  
  Thank you for your attention and cooperation.

   

  

  Business Response

  Date: 01/19/2024

  Hi ****, 

  We apologize for the confusion, after reaching out to our service department regarding your service order, they have let us know that once the construction is done by your residence we can have the tech return. Please let us know once this has been done so that we may ask him to return. 

  Thank you 

  Customer Answer

  Date: 01/26/2024

  Complaint: 21137103
  
  Dear iFit Team,
  

  Thank you for your ongoing communication regarding the service issue with my treadmill. I appreciate your efforts to resolve this matter, however, I must express my continued concerns and reject the current response for the following reasons:
  

  Scheduled Completion of Street Construction: I would like to inform you that the street construction near my residence is scheduled to finish next week. This update should alleviate the concerns regarding parking and accessibility for the service technician.

  
  Rejection of Current Resolution Plan: Despite the scheduled end of construction, I am compelled to reject the resolution plan as it stands. The repeated cancellations by the technician three times to date have significantly eroded my confidence in your service reliability. The fact that only the last cancellation was due to the street construction, while the previous cancellations had no such justification, is particularly concerning.
  

  Compensation Request: Given the extended duration of this issue, I am requesting a reimbursement for three months of my iFit membership. This period reflects the time I have been waiting for the repair, during which I have been unable to fully utilize the iFit services.
  

  Parking and Service Policy: I would like to reiterate that my residence is one of the few in the area with a dedicated parking space. The unwillingness of your service team to utilize nearby public parking during the construction period is unacceptable. This approach seems to imply that iFit is reluctant to honor warranty services for customers without private parking in urban areas, which is highly discriminatory and impractical.
  

  In light of these points, I urge iFit to provide a clear and immediate action plan for the following:
  

  A firm commitment to schedule and complete the repair immediately after the street construction ends.
  

  A detailed response on how iFit plans to adapt its service policy to accommodate urban customers facing similar challenges.
  

  Confirmation of the reimbursement for the three months of diminished iFit service.
  

  Your prompt and decisive action in addressing these concerns is crucial. I look forward to a swift and satisfactory resolution.
  

  Thank you for your attention to this matter.
  

  

  Business Response

  Date: 01/26/2024

  Hi ****, 

  Thank you for addressing your concerns, we are happy to help put your mind at ease, once the construction near your residence is finished please let us know so that we may escalate scheduling with the technician, once we escalate scheduling the tech will have 3-5 business days to contact you with appointment availability. We understand your situation is unique so IFIT intends to treat each member with care and compassion towards those unique circumstances. We sincerely apologize for all you have been through in getting this resolved.

  I have gone ahead and extended your IFIT membership by additional 3 months. your new expiration date is 10/5/2028. If you have any additonal questions please let us know and we are happy to address them. 

  Thank you 

  Customer Answer

  Date: 01/29/2024

  I accept the business's response to resolve this complaint.  Please communicate this to them ... 

   

  Dear iFit Team,

  I am writing to express my gratitude for your latest response dated January 26, ****, regarding the service issue with my treadmill. Your understanding and action in extending my iFit membership is greatly valued. This gesture, along with your commitment to addressing the service challenges unique to my urban living situation, is appreciated. 
  
  I am pleased to inform you that the street construction near my residence is scheduled to conclude this week. Following this, I look forward to promptly notifying you so that the scheduling with the technician can be escalated as you've outlined.
  
  I accept the resolution plan as currently proposed and am optimistic about a swift and satisfactory completion of the repair. I will be in touch once the construction is completed to move forward with the servicing of my treadmill.
  
  Thank you once again for your assistance and the actions taken to resolve this matter. 

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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 concern with NordicTrack and iFit is their pricing on old stock. I have realized this year that old 2020 models are selling for the same price as the new 2023 models. These machines are very different at this point in time. NordicTrack will not prove match and has old models overpriced on websites such as Walmart. Dicks Sporting Goods was selling new 2020 models of the SW600 rower for 269.98. The new 2023 model for a little over 900. NordicTrack is still advertising/ selling the old model for over 800 dollars. Rather than selling/ advertising the new machines and selling the old machines for a reasonable price such as Dicks Sporting Goods, I feel NordicTrack/ iFit are manipulating unaware costumers of purchasing old stock for price of new stock. I love the product and would love to be able to purchase the 2020 model for a comparable price that Dicks Sporting Goods sold theirs for, it k can’t fathom buying the 2020 model when I could just purchase the 2023 model for the same price. But once again… Dicks Sporting Goods is the only website/ company advertising the new models. Even the Proform models which are similar/ comparable to the older 2020 model are overpriced. As much as I would love to buy a machine, when I see things like this, I would rather not waste my money. It’s very disappointing. It looks like the rowers at Planet Fitness will have to continue to suffice.

  

  Business Response

  Date: 01/15/2024

  Hello, 

  We appreciate you bringing this to our attention. Thank you for your feedback, as always it is appreciated. 3rd party companies pricing can vary widely dependent on many factors but if there are any questions I would advise you to call into our sales department to see if there are any promotions going on. They know about all our current deals and discounts, their number is ###-###-####. Their hours are from 6-6 MST Mon-Fri. Thank you!
  
  
  
  

  Customer Answer

  Date: 01/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did call the company. I was told that you don’t prove match third party competitors. Nobody mentioned anything to me about promotions/ deals. Nobody spoke on why the old equipment is selling for nearly the same price as the new technology/ equipment. Is your old 2020 equipment going to go on sale as Dicks Sporting Goods did, or are you going to keep advertising the old equipment for prices that meet yours or are over competitors newer equipment? Dicks Sporting Goods is a wonderful business, I understand you may not be able to meet their prices, but are you going to attempt to compete with others as them or just continue to tell costumers you don’t care what third parties are doing and hope to sell old equipment that’s overpriced? At this point I’m only speaking up due to my research and being astounded as to what I saw with your pricing and advertising. This goes with iFits other brands such as Proform. I feel this is a market most don’t look into and they should. As a costumer wanting to purchase a rowing machine, I now feel the best solution is to use the rowers at the gym. My research led me to believe iFit is misleading over offering promotions/ deals/ sales.
  
  Sincerely,
  
  **** ********