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:01/11/2024
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.
I purchased an warranty and the fans quit working. they cant get the fans working without replacing the console and they wont replace the console because of the fans. They charged me for a warranty. They have no intention of honoring.
Business Response
Date: 01/12/2024
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.
As *** is a seperate company with their own policy's as to what they will cover and we are unable to change those, however, we have gone ahead and issued you a new console for your machine as a one time courtsey. We apologize for all you have been through getting this resolved. Your order number is ICS9820761 You may track that once it ships at www.ifit.com. Please allow **** business days for processing and shipping.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 01/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:01/11/2024
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.
Equipment not functions properly. It is out of warranty but there is a well know issue with these products and the company will not do anything to resolve it.Business Response
Date: 01/12/2024
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 are unable to offer a tech and parts as your manufacturer's warranty has expired as of 12/27/2022. However we do have a couple of Troubleshooting things you may try to see if that resolves your issue.
Pre-troubleshooting
1. Turn off and unplug the machine before handling wires or removing protective covers.
2. Pull up a copy of the user’s manual.
Check the following areas
1. Any area(s) where a part or wire was recently replaced
2. Any user-assembled wire connections
3. Underneath the motor hood (if applicable). Pay close attention to the wires connecting from the
on/off switch and the circuit board(s)Verify each wire harness is attached correctly
1. Disconnect the wires
Press the latch, then pull the connectors apart (not the
wires).
2. Check for damage (replace damaged wires)
? Exposed copper
? Flattened wires
? Cut wires
? Bent/damaged pins3. Reattach the connectors
? Align the red dots
? Usually, the wire colors on each wire harness
will also line up (B).
? Attach the latch at the catch
? You should hear or feel a click.
? Push on individual wires to make sure they are
fully seated in the connector.Customer Answer
Date: 01/12/2024
Complaint: ********
I am rejecting this response because:There are widespread, well documented issues with these machines and the manufacturer should have an obligation to make the customer whole. This is not an issue of warranty, it’s about a poorly designed product (nordictrack s22i studio cycle) with a major defect known to the manufacturer.
Sincerely,
****** *****Business Response
Date: 01/17/2024
Hi ******,
In order for us to properly assist you with your complaint we must have additional information, please provide a video of the issue occurring and I will look into what options we potentially have available to rectify this on your behalf. Please send a video to *************************
Thank you
Customer Answer
Date: 01/18/2024
Complaint: ********
I am rejecting this response because:I used YouTube videos to personally troubleshoot the product as directed by ifit representative. Upon completion, I determined that the control board was faulty and in need of repair. I ordered the part from ifit and had to pay full price because the representative I spoke with told me they were not authorized to send me the part without me paying for it.
You can view my order from your company records.
Upon receiving the new part, I removed the faulty part and replaced it with the new one and the machine now works as it should.
Please be aware that this electronic component required partial disassembly of the equipment for it to be replaced. It is housed within a protected area of the equipment and therefore was not subject to damage by a user. Rather it failed due to poor quality or design.
I want to be reimbursed for the cost of the faulty part. This machine was expensive and I would expect NordicTrack/ifit to have a reasonable response to quality issues plaguing their business rather than placing the burden on their customers.
Sincerely,
****** *****Business Response
Date: 01/19/2024
Hi ******,
I'm so glad you were able to get your machine fixed and going again! That's great news! I'm sorry because your machine is no longer covered under the manufacturer's warranty we are uable to refund the cost of the part.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 01/22/2024
Complaint: ********
I am rejecting this response because:Your company has taken no responsibility for the faulty components inside your equipment and has not offered any consideration for me as a consumer.
My investment in this equipment, time troubleshooting and making repairs, and lost utilization of the equipment from downtime is being dismissed by your organization and I will not stop fighting this issue.
Sincerely,
****** *****Business Response
Date: 01/23/2024
Hi ******,
I'm sorry for the frustration, after careful consideration we have gone ahead and submitted a credit request for the amount of the part. That requests has been approved. Please allow 7-10 business days for that refund to be back in your account.
You are welcome to reach out to our Member Services at ***** *************** with any questions.
Thank youCustomer Answer
Date: 01/29/2024
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:01/11/2024
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.
Purchased a C1750 Treadmill 3 years ago, it has worked perfectly during that time, very happy with the product.One week a go it did a software update, the console is now unresponsive with a blank screen.Called I-Fit and was told I have to replace the screen at a cost of $1200.Interesting that the same part is available from I-fit in the US for the equivalent of $700 CND Talked to two authorized service centers in my area and they both confirmed this is very common issue due to a rogue software update.How can the customer be responsible to pay for this, very poor in not accepting accountability..Business Response
Date: 01/12/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and issues. We completely understand where you are coming from on this matter.I'm happy to take a look into this for you, could you please provide a picture of the screen turned off and then one with it turned on so that we may see the white screen?
Thank you
Customer Answer
Date: 01/12/2024
Better Business Bureau:
After sending further emails I finally contacted the business again but this time via the ******** Messenger page.Issue was resolved in less than 30 minutes with them shipping me a new console free of charge, the person I was talking to was very knowledgeable and polite in the transaction
It is frustrating that I could not get the same response from the support line where I spent over 2 hours with the operator saying they are escalating to get the best result for me, which was a cost of $1200.
Sincerely,
***********************Initial Complaint
Date:01/02/2024
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 originally bought a treadmill over the phone from a salesman who offered me a three year membership with iFIT. At the time, I wasnt sure if I even wanted the membership because I had never used it before. The salesman told me that I could cancel it any time and be issued a refund if I didnt like it. I have now been using this treadmill for a little over a year and Ive had nonstop problems using iFIT on my treadmill to the point I cant use the membership. Ive gone through all appropriate tech-support and I still cant get the iFIT to work on the treadmill without severely lagging and then ******* to catch up to where it should be. I called customer service and spoke to a man on the phone who said he would cancel my membership and issue me a refund. I checked my account and saw that he did not do that. I then contacted support through chat who told me to try another number. I called back again and this time spoke with a woman. She said it looked like they could issue me a refund. After waiting 25 minutes on the phone, all she said was that they could not issue me a refund at this time. I would like to cancel the remaining months of my membership with a refund, as originally promised when I first purchased this treadmill, and as promised by the man I spoke to on the phone.Business Response
Date: 01/04/2024
Hello ****,
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.
As of right now, our refund policy is only 30 days from when purchased with your charge being back in September of 2022, we would not be able to refund any of the charge. I listened to the call today from the agent and he said he could make sure you won't be charged from us again moving forward, which then cleared your payment information. That did not mean we would refund the charge as it's a financing charge and you aren't paying us, you are paying ******** because you already paid us in full.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 ************** DURING REGULAR BUSINESS HOURS. If you wish to read more about the terms and conditions, please go to ***************************************************
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 01/04/2024
Complaint: 21085730
I am rejecting this response because: My original salesman told me I could cancel at anytime. I wouldnt have signed up otherwise. I would not have made a blind three year commitment to this program. Sounds like your salesmen need to properly communicate what your policies are if the company and salesmen are saying two different things. Regardless, I still cant use the service properly. When working out, the video lags for 6-8 seconds then catches up all at once, making everyone who uses the treadmill dizzy. It does this constantly through workouts. Weve reset the machine, updated software and gone through troubleshooting. I refuse to continue to pay for a program that doesnt work fully.
Sincerely,
*****************Business Response
Date: 01/04/2024
Hi ****,
I'm sorry you are experiencing issues with your machine, I'm happy to troubleshoot a few things with you to see if we can get the lagging issue under control. Have you performed a pin hole reset on your console? If not please do so by following the instructions in your user's manual in the troubleshooting section. Once that has been performed please let us know if the lagging still is happening.
Thank you
Customer Answer
Date: 01/04/2024
Complaint: 21085730
I am rejecting this response because: yes, of course Ive completed that step. More than once.
Sincerely,
*****************Business Response
Date: 01/05/2024
Thank you.
With the information provided, we would suggest contacting our iFit team directly for further assistance in diagnosing this issue. They can be reached at-**************.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/07/2024
Complaint: 21085730
I am rejecting this response because:
This is a non-answer that doesnt resolve my issue.
Sincerely,
*****************Business Response
Date: 01/08/2024
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 youCustomer Answer
Date: 01/09/2024
Complaint: 21085730
I am rejecting this response because: I have already gone through this twice. This still doesnt resolve the problem that I was twice told that my membership could be cancelled and refunded and now the company is refusing. I dont want to spend more hours on the phone sitting in my basement once again resetting my machine. Another reset will not fix the problem if the first couple times didnt work.
Sincerely,
*****************Business Response
Date: 01/09/2024
Hi ****,
We apologize for all you have been through, In order to look furhter into your refund we would need documentation of the sales agent who you worked with confirming this as we have no record of it in your account, otherwise we will need to stick ot our refund policy stated.
Thank you
Customer Answer
Date: 01/10/2024
Complaint: 21085730
The sales person was *********************, ************************************************, ************. I spoke with him on the telephone on or around September 19, 2022.
Sincerely,
*****************Business Response
Date: 01/15/2024
Hi ****,
Thank you for providing that infomation reagarding your call. We were able to pull that phone record and listen to your conversation with the sales assoicate reagarding the ifiit membership. The only mention of a cancellation time frame as the 30 days given on the free month, after that you would be charged the year ifit amount which would go through your financing you did when purchasing the machine for the additional $7 a month, We apologize because you are outside that 30 day timeframe we are unable to offer a refund at this time.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 01/17/2024
Complaint: 21085730
I am rejecting this response because:This is extremely unfair and inappropriate business practice. NordicTrack/iFit should be ashamed. This company is insisting to charge me for a service I cannot and will not use. 20-plus months of this service is remaing in what was originally sold. There is absolutely no good reason it cannot be cancelled and refunded, and the continued refusal to do so is a giant red flag to others who are exploring the service. I will be sure to tell anyone and everyone thinking of NordicTrack and iFit to steer clear of this business.
Sincerely,
*****************Business Response
Date: 01/18/2024
Hi ****,
We can look into a potential resolution for the amount of time not used, if we are unable to resolve the buffering issues through troubleshooting. If we cannot repair the software issue occurring, we will look into alternative options.
Thank you
Initial Complaint
Date:01/01/2024
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 Proform 400 Protrainer bike and it said it needed an update and stopped working. I called and "chatted" the company and got the run around over 4 interactions. I returned the bike, I purchased another and it had the same issues, only it would never work properly, Again, I made no fewer than 6 calls and got conflicting stories. They said they would send me a new console/display and I waited two weeks and received only lube/grease - no console. I got every kind of dishonestly (it was sent to wrong address, there was wring shipping, there was no problem , etc - a different story every person I spoke to in south America) I repeatedly asked for a supervisor but never got one. I was told to call back in 28 business hours (5 days) and was again told to call back in again 28 business hours (again days passed) and no one would help. I waited 40 minutes for a supervisors and was finally told someone would call back - no one did. Third bike - still does not work. They are selling faulty bikes and they KNOW it! I have an Ifit account, and Ifit treadmill, and cannot use my account for the bike, but also miss out on my account! . They are knowingly selling faulty equipment and I understand they are facing a lawsuit. I want assistance with the product and all I get is a circle of words and dishonesty. I have had issues with my treadmill from the same company regarding interface issue, but gave up since my treadmill still technically works - just not as promised. This is very sneaky and deceitful. No wonder they are being sued!Business Response
Date: 01/02/2024
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, I have gone ahead and processed an order for a new console for you. Your order number is ********** you may track it at ************* We apologize for all you have been through. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.
Customer Answer
Date: 01/03/2024
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.
Sincerely,
****** ******Customer Answer
Date: 01/17/2024
Complaint: 21082226
I am rejecting this response because:Thank you for assisting with my complaint against Ifit/ICON Fitness. They responded that they would send me a new console display, and they did. However, it is the wrong one and will not connect to my machine, and I am unable to get any assistance through their support channels. It is ridiculous. They certainly took care of business when BBB got involved at lightening speed, however, it was again incompetent and provided no resolution and I believe my case is now closed because I said I was agreeable to a new console. I expected the right console! Are you able to help? Thank you, *************************
Sincerely,
*************************Business Response
Date: 01/17/2024
Hi ******,
I'm happy to take a look into this for you, can you please verify the model and serial number off the white or silver sticker on the frame of your machine?
Thank you
Initial Complaint
Date:12/28/2023
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've owned the NordicTrack Fusion CST for less than five years and am now facing the need for a third tablet replacement to maintain full functionality. Despite the high cost of over $2,000 for the system, NordicTrack has not provided a satisfactory solution to replace the tablet. The tablet is essential for utilizing all features of the machine, yet repeated issues with its performance and durability have led to significant inconvenience and dissatisfaction."Business Response
Date: 12/29/2023
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 reviewing your account with the infomation given in this complaint, we have no history of the tablet replacments you are referring to, I'm happy to look further into this for you, could you tell us where you received the tablets? or could you have another account under a different phone number or email? Any info regarding these replacements would be apprecitated.
Thank you
Customer Answer
Date: 12/29/2023
Complaint: 21067472
I am rejecting this response because: I worked with local distributor (Sports & Fitness Exchange) where I purchased the Fusion CST. Regardless of the purchase origin the fact that the only tablet that will work with the Fusion CST is proprietary and unavailable without placing an order for an entirely new Fusion CST does not seem like a great customer experience or business practice. Make it easier for your clientele to continue to use your products and your reviews will be far better which should lead to future sales.How do I utilize the iFit memberships I just renewed without a tablet that works.
Sincerely,
***************************Business Response
Date: 01/02/2024
Hi ******,
I'm sorry for all the frustration this has caused you, we completely understad where you are coming from on this. In order to further review this issue we will need documentation of what issues were found and why the tablet was replaced by Sports Fitness and Exchange. once we have that we will be able to move forward on this for you. Please attach those documents once you are able to.
Thank you
Initial Complaint
Date:12/28/2023
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 VR-21 recumbent bike from NordicTrack via their website in 1stQ of 2021. In 1stQ2023, with less than 80 hours of ride time, the equipment broke - not sure what is wrong, but resistance doesnt work. THE EQUIPMENT IS OUT OF FACTORY WARRANTY. When I contacted NordicTrack, I was informed there was no technician in the area and even if I diagnosed the problem, bad wire, motor, etc - that they would be unable to sell me the part. I put this away until recently - with the weather turning colder, would like the bike to work. Again, when calling NT, I was informed they couldnt provide a tech. They not in the area.I am left with an exercise piece of equipment, that is non-functional. It had very little wear and tear as it was solely used by myself to supplement other workouts. I spent approximately $1200-1500 on the equipment and have been unable to escalate issue within ****** seems like their off shore customer service organization has no lever for escalating issue. I am hopeful you may have some suggestion on a next step. Given what I have encountered, I do not believe NT should be able to do business in **. Please advise and thank you I truly prefer a repair, however given what I have encountered with NT- I actually would prefer a refund. Again, I know it is out of warranty, however a piece of equipment that cost as much as it did and with such soft use - should not falter as it has and if I does, the company should provide a technical support solution. Sincerely ****Customer Answer
Date: 12/27/2023
NordicTrack does not list an address. I purchased equipment on line via their website. NordicTrack.com
the sales phone number is
**************
I have called in complaints to Nordic Track so they will have those as references - the latest being 12/21-22/2023
Thank you
Business Response
Date: 12/29/2023
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 reviewing your account we are able to offer you a once time courtsey reimbursement of up to $250 to hire a tech of your choice since we do not have one in your area. We apolgoize for all you have bee through. Once the service has been done please send us a copy of your receipt so that we may submit that reimbursement on your behalf.
Please let us know if you have any additional questions.
Thank you
Customer Answer
Date: 12/29/2023
Complaint: 21046614
I am rejecting this response because:
While it sounds nice that I can find a tech to work on the equipment and you will reimburse up to $250, THE VERY ISSUE IS THERE AREN'T ANY TECHNICIANS IN THIS AREA! You have done nothing to help resolve.When I first logged this issue in the 1stQ of 2023- check your records, my equipment was just at 2 years of age It only has maybe 50 hours of ride time - maybe. I was the sole user.
I want a full refund credited to my credit card or a new piece of equipment sent. There is no way, that a piece of equipment with 50 hours or less should have ANY issues. Secondly, you have no business selling in **, if there are no techs to service equipment!!
Thank you
Sincerely,
*****************Business Response
Date: 01/03/2024
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. Thank you for taking the time to address the issues you have encountered with your machine name. We appreciate your valuable feedback as we work to improve our services!
After careful consideration we regret to inform you that we are unable to issue a refund at this time. Our records indicate that the first point of contact was outside the manufacturer's warranty time frame. We are happy to do some troubleshooting with you to find the issue with your machine we would be happy to send parts as a one time courtsey and helpful how to videos for install.
Please let us know if you have any questions. Thank you
Customer Answer
Date: 01/10/2024
Complaint: 21046614
I am rejecting this response because:
I have located a technician in the greater area of Hurricane. I am in the process of getting in touch with him to set an appointment to work on my brand new VR-21 bike.His rates are ******* for service call and 85/hr. Depending on what he finds, there will be a part fee.
What I would like is for you to cover labor and parts. I say this blindly bc I have no clue what your part costs are, but will state again, this piece of equipment SHOULD NOT BE EXPERIENCING ANY ISSUES DUE TO ITS LIGHT USE- less than 50 hours. Given his fees, I will hit $250 with just service call and 1 hour fix time.
You state you cant help bc it is out of warranty- which is a wall you stand behind without acknowledging the **** that it only has 50 hours on it. Should your equipment break after 50 hours??? I think not, but so it goes in the 21st century lack of customer experience.
I am unable to ask him to come into my house and wont be able to do so until after 1.19.2024 due to illness and quarantine.
Had I known that Nordic Track was this difficult to deal with- I had to go to BBB to get any type of response - I simply wouldnt have purchased. Feel free to call me so we can resolve in a ************** - I would exactly call this stellar customer support.
Bottom line - I spent about **** dollars and have no choice but to try to fix equipment.
Sincerely,
*****************************
Business Response
Date: 01/12/2024
Hi ****,
Thank you for reaching back out to us! I'm so happy you were able to find a tech in your area, we are happy to offer the reimbursement up to $250 for the diagostics call and any parts that are needed. Please send us a list of parts that are needed if any once your diagnostics call has been completed and we can get those sent to you free of charge.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you.Customer Answer
Date: 01/18/2024
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.Thank you for the offer to cover the costs associated with diagnostics and parts for the ***21 equipment.
I assume I will need to submit the invoice for diagnostic call and parts - how do I do that? Please advise
Sincerely,
*****************Initial Complaint
Date:12/28/2023
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.
Purchased Tredmill Christmas 2022 & supposed to get 1 year membership with ifit with purchase.. charged monthly without my knowledge for whole year. Called to obtain xredit & ifit would only credit 6 months. FALSE advertising. Promised FREE & charged $41.34. for 12 months.. request full credit for promised I year FREE!Business Response
Date: 12/28/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with these requested items so that we may assist you better:Model Number:
Thank you
Version:
Where Purchased:
Date Purchased:Customer Answer
Date: 12/30/2023
Complaint: ********
I am rejecting this response because:
The issue is not with the machine I purchased.
The machine came with a one year FREE ifit membership … I was charged monthly for this “free” service..I called iFit & they credited me July to December …
I am seeking FULL refund as it was FRER for one year!!!
I am asking for credit to my credit card for January to June 2023z
i was billed $41.34 per month ..still seeking $248.04 credit for those 6 months . They falsely advertised FREE out membership for one year with the purchase of the equipment (Tredmill).. never got free anything.. billed every month x 12months … false advertising
Sincerely,
**** *****Business Response
Date: 01/02/2024
Hi ****,
I apologize for the confusion, we need the requested infomation so that we may locate your charges and look them over. Please provide the reqested infomation so we may continue to assist.
Thank you
Customer Answer
Date: 01/19/2024
Complaint: 21064474
I am rejecting this response because:Good eveningIt is NOT an issue with the machine purchasedThe issue is the machine came with a card/activatin case for ONE YEAR FREE..ifit MembershipI was billed immediately /monthly for the membership ..NEVER GOT ANYTHING FREE..as it was advertised/0romoted!!All I need is credit for charges for ifit membership from January 2023 to June 2023!The Tredmill is NOT a problem.. issue is with FREE offer that was NEVER FREE!!Thank you for your help in this matterIfit is FALSE advertising &customers are being charged for a year membership that issupposed to be FREE. Im sure Im not the only consumer this has happened to from iFit.com
Sincerely,
*******************Business Response
Date: 01/19/2024
Hi ****,
We understand it's not a issue with your machine, but to keep records of your ifit account we need to have the registration info so that we may look into the memebership and getting this issue with the membership resolved for you. This is how we keep records of your interaction with our company for warranty purposes. we don't know which machine to put your membership towards if we ***** have the infomation requested. We also need a photo of of the code you have for the free memberhsip. Please send us this infomation so that we may continue in getthing this memebership issue resolved for you.
Serial Number:
Model Number:
Version:
Where Purchased:
Date Purchased:Thank you
Customer Answer
Date: 01/26/2024
Complaint: 21064474
I am rejecting this response because:I have been in contact with the company ifit four times since December 27,2023. I am sending you the information requested. I purchased a Pro-Form Carbon T10 Tredmill in December 2022 (it was a Christmas gift actually for me) It came with an access code FBFB-VVHG-GSVW-TMVJ. This activation code was supposed to give ONE YEAR FREE of ifit Coach Membership. I have explained this to 4 different representatives and a manager ************************* @ ifit.com . He is currently working as of today on trying to credit me for the months ***uray to June 2023. I still do not have resolution to this issue.
Here is information you requested Modedl Number: PFTL99920.0 Serial number ******* Tredmill was purchased at Dunhams ****** ** in December 2022. Reminder there is no issue with my equipment...only issue is I was charged for one full yeear of membership that was supposed to be FREE.....
The only acceptable resolution is credit to my credit card of $41.34 for *** to June 2023. A total credit of $248.04 for membership that was advertised as FREE for one year.
Sincerely,
*******************Business Response
Date: 01/29/2024
Hi ****,
We apologize for the experience you have had, those 6 refunds have already processed and will be returning to your account if they have not already as they were done back in decemeber. Please let us know if you have any additional questions.
Thank you
Customer Answer
Date: 02/21/2024
Complaint: 21064474
I am rejecting this response because:My last conversation with ************************* @iFit was to send him a picture of the card that said I get one year free of iFit membership.He confirmed that he could read the card picture that I sent stating I would get one year free. And he confirmed that I would get the additional six months of credit that I deserved because I was charged for the membership and did not get it for free.That conversation was at least three weeks ago. I am going to be calling ************************* again tomorrow, Saturday, February 17. I still do not have the other six months credit from this company.I am going to the retailer that I purchased the treadmill from in December 2022 in ****** ******** and letting them know that the company that offers a free membership is a scam.I have been dealing with this since December 2023 and I am very annoyed and frustrated as a consumer that its taking this long to get credit for something that was supposed to be free.Im frustrated not only for myself but for all the consumers who are supposed to get something free from iFit and our charged and do not realize that they are charged in the credit card.The company is very fraudulent and very difficult to deal with with getting a credit for something that I is a consumer deserve!!
Sincerely,
*******************Business Response
Date: 02/22/2024
Hi ****,
We have gone ahead and added the 6 month's to your ifit membership, your new expiration date is 8/22/24. Thank you
Initial Complaint
Date:12/20/2023
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.
On December 4, 2023, I ordered a RW900 ***** as a Christmas present. The delivery company, hired by Nordictrack, provided only one day for delivery for the entire month of December. I was available in the afternoon that day but the company wouldn't agree to an afternoon delivery.I contacted Norditcrack's internal delivery people who said they would solve the issue but did not. As a result, I had to cancel the order. Nordictrack changed me a $327.00 return fee for a delivery never received.They were impossible to work with. I want the $327.00 return fee refunded.Business Response
Date: 12/21/2023
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 ****************** regarding the fees associated with the return. They have confirmed that the machine was ordered Dec 4th, we initiated the return on Dec 13th, 7 business days after the order was placed. We give a delivery window of 2-3 weeks, and we were within that window. 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 ************************************************************
If you have any further questions, please call our Billing team at **************.
Thank you
.Customer Answer
Date: 12/21/2023
Complaint: 21038169
I am rejecting this response because: I was not given a 2-3 week delivery time. I was told I would receive the machine before Christmas and was then given only one day for delivery. I tried to accommodate that day but the timing was rejected by the delivery company. I did not create the issue, the delivery company did. I expect a refund since I was charged for a delivery I never received.
Sincerely,
*********************Business Response
Date: 12/22/2023
Hi ***,
I'm sorry for the frustration that this has caused you, our delivery window time frame is located on your confirmation email that you recieved once you purchased the machine, because the delivery company is a 3rd party we are not able to schedule for them so we cannot give such a short time frame. again, I apologize for the miscommuication, but the fees you are being charged abide by the return policy. You can read more about the return policy at at ************************************************************
Thank you
Initial Complaint
Date:12/16/2023
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 paid for my $3,461.85 for my Commercial **** Treadmill on 10/07/21 through a sales promotion while I was training for a marathon. The treadmill runs great, when it is working, and I was very satisfied with its features and settings. However, I have had parts issues for over 1.5 years, with little resolution. I have gone through 3 motherboards and have been waiting on a motor for over a year. The first motherboard broke a few months after receiving the machine. The service was prompt and the part was received in a timely manner. They did not, however, schedule a tech for the repair, so I needed to do this myself. The next time the issue occurred was around September/October 2022. This time I ensured that a tech was scheduled to install the part and confirm that I had performed the install correctly, all was resolved for a few more months and the tech. Around November 2022, the motherboard broke once again. After speaking to the subcontracted technician, he told me that he would order a new motor as it was likely a short in the motor causing the motherboard issues. Months of correspondents with the tech continued as he attempted to contact Nordictrack for the ordered part. I then decided to try and resolve it independently. I have spent months attempting to resolve the issue with Nordictrack. The parts/service representatives are very friendly and sympathetic, but no resolution has come from my requests. After numerous follow **** of which few seem to be noted in my file - causing frustrations on reexplaining my experience - I ascended the issue to a supervisor today, December 15th, 2023. I explained several times to him what the issue was and he did not seem responsive to assist and asked that I reexplain the issue. After an hour on the phone, mostly on hold, he assured me that he sent the new motor and would try to reinstate my warranty. This is not a satisfactory resolve to my issue. How do I ascend the issue higher to receive some sort of assurance on this?Business Response
Date: 12/18/2023
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'm happy to look into this for you, I'm truly sorry for the experience you have had, can you please explain the issue you are experiencing so that we may look further into why is this happening? any photos, or videos you can provide will help us as well. From the details in your case, we would recommending replacing the drive motor however we are happy to take a second look to ensure that your machine is properly repaired.
Thank you
Customer Answer
Date: 12/22/2023
Complaint: 21014646
I am rejecting this response because:This issue has been ongoing for over a year with no resolve. Please contact me at the number and/or email you have on file. I need a more actionable reponse than what was provided through this channel.
Sincerely,
***********************Customer Answer
Date: 12/28/2023
The issue is that the motherboard keeps failing causing the belt to stop working. It has happened three times and the last tech that came to inspect it had a theory that it was a short in the motor. I have this part **************, but have kept my ticket open to ensure it is fixed properly. I had also requested an extension of my warranty, as there has been no resolution for over a year. I would like to request a refund on my last 2 iFit subscriptions as I have not been able to use them, but have still paid. I would also request a partial refund on the machine or price protection on it's last marked down price, as I have missed training opportunities over the last 2 years due to this inconvenience and have invested a lot of time and money into this asset.
***************
Business Response
Date: 12/29/2023
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 reviewing your account history and reaching out to our mangament we have confirmed that we may add 1 year back to your warranty as well as add 1 FREE year to your IFIT membership for the frustration this has caused you. We apolgoize for all you have been through in getting this resolved.
Thank you
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