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

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  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:12/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/13/2021, I purchased an elliptical machine and treadmill machine with 4 year extended warranties on both machines. Unfortunately, the elliptical was faulty and needed to be returned. This took place over the next few months. During the exchange, Ifit cancelled the extended warranty associated with my treadmill and not the elliptical. I reached out to them via customer service and spoke to a representative who supposedly corrected the error and reestablished the extended warranty on the treadmill. Furthermore, on 1/7/2022 I had that same employee send me an email stating they made the mistake and that my machine was now covered by the extended warranty. I have since had an issue with my machine. After several hours on the phone over multiple days, additional communication with a supervisor and being transferred to multiple departments, they have all passed the buck and none of the departments can help me on an issue that they created. It is crazy to think that i have an email admitting their fault, yet nobody can seem to help me clear up their mistake. I have been unable to get my machine serviced due to this issue.I previously sent in a BBB complaint that was sent to *** whom stated that my issue is with iFIT and ICON fitness because their employee made the mistake. This has been the experience with each company passing the buck and not wanting to fix my issue they created.

  

  Business Response

  Date: 12/18/2023

  ******, 

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

  I have been working with our *** extended warranty company to get this resolved for you. We have been able to go ahead and issue a payment to *** for your extended warranty, Your warranty should now be reinstated and I want to sincerly apologize for all you have been through with getting this resolved. Please reach out directly to *** at ************** to submit your claim and they will have everything on file so you should not have any further issues with it. 

  Please let us know if you have any further questions. 

  Thank you 

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21011235
  
  I am rejecting this response because:
  
  I reached out to *** operator #4 and they stated that nothing has taken place to fix the issue.  They show that the issue is still with IFIT. No warranty has been reestablished on the tread mill. I appreciate the apology, but nothing has been done on the issue. 

  
  Sincerely,
  
  Tel ******

  

  Business Response

  Date: 12/29/2023

  ******, 

  We have gone ahead and set up a technician to come out and service your machine. Your service order number is SO-*******. Please allow 3-5 business days for th tech to reach out for scheduling. 

   

  Thank you 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21011235
  
  I am rejecting this response because:
  In your response you stated that the technician is being sent out to service my machine.  The technician did come out to look at the machine, but indicated it was only for an assessment of the machine and that they would need to submit their finding to get approval to have the machine fixed.  The question that has not been answered is will my machine be covered under warranty, as it should have been?
  Sincerely,
  
  Tel ******

  

  Business Response

  Date: 01/10/2024

  ******, 

  It looks like the tech has requested additonal parts to repair your machine, I have gone ahead and ordered those for you. Your order number is ICS9818795 you may track it once it ships at www.ifit.com. Once the parts arrive to you the tech will be notified and will call to set up a return visit. 

  Thank you 

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an S22i studio bike that is bricked, and I cannot use it. Before the warranty ended, I called them up, and they wanted me to pay them for a tech to come out and diagnose the problem. They claimed they do not diagnose problems over the phone, and you must have a certified tech come out to look at the bike. A year before, I had an issue, and they diagnosed the problem over the phone and sent out new parts, so I find their earlier statement to be a lie or bad business practice. What's the point of a warranty if I have to pay for everything? That's not a warranty. I see a class action lawsuit on many of their equipment offerings. I'm very bothered that I had warranty coverage but had to pay extra for their trash equipment that is supposed to be covered. I've had a broken like that I can't use for ever a year now and I'm fed up.

  

  Business Response

  Date: 12/14/2023

  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, could you please provide a little more infomaiton, I can see on your account that you have contacted us but not troubleshooting has been done. I just have a couple questions to help me better understand what is going on with your equipment. Also if you are able to include pictures or videos of the problem, that will be very helpful as well.

  ? If you remove your console assembly check the wires that come out of the console and make sure they are properly connected and not damaged or pinched . Lets unplug them and plug them back together again. 
  ? The wire between your console and your handle bars, let's unplug them and plug them back together again. 
  ? Here is a short video on what to look for when checking those wires. Wire Harness Connector Issues (ProForm, NordicTrack) 
  Is your issue still occurring after checking your wire connections? Lets go ahead and check that the power adapter is pushed all the way in and not noticeably damaged? Have you double checked the outlet is working? Does your console require batteries, if so let's replace those. 
  Does your machine have a controller/power board? You can find out if your machine has a controller/power board by checking your parts list in your users manual. If it does, let's locate it by removing your side shield. Does it have any LED lights lit up? Are any of the wires loose or disconnected on your 
  controller/power board?
  

  Any and all infomation you can provide will help us assist you better. we look forward to hearing from you. Thank you 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 21004454
  
  I am rejecting this response because: This does not resolve my issue. Below is the response I got from your customer service representative and they refused to troubleshoot the issue even though the unit was still under warranty. Mind you I reached out months prior but was unable to do anything because I am in the US military and had an unexpected deployment. I also cannot see any links that you are referring to. So your prior message is of no help. Below is the email message I last received from your company.

  "
  Hi *******,
  
  Thank you very  much for your reply and all the information provided. I truly apologize for the inconvenience and the issue you are having with your machine. 
  
  Unfortunately we are not able to send parts under warranty without a diagnose from a certified technician. We have the option to assist you with diagnose visits.
  
  Diagnostics cost $159 plus tax and any additional fees.
  We collect payment upfront.
  Once payment is confirmed, the technician will contact you within 3-5 business days.
  If you choose to cancel the service, it must be done within 24 hours of the set appointment to receive a refund.
  If additional parts are needed to repair your equipment, the technician will inform you what parts are needed.
  You are responsible for paying for a second visit, if one is wanted.
  A second visit is for a discounted price before taxes and fees if we are contacted within 30 days of the first visit. If 30 days have passed, it will cost the original $159 before taxes and fees.
  
  
  For you to be able to place the order you will need to give us a call to our non-warranty department ************** or you can chat with us at my.ifit.com.  They will be able to place the order for you over the phone or chat, we are an email account and therefore we are not able to process any payment via email.
  
  
  Best Regards,
  
  ****************
  Parts & Service
  iFit Member Care
  
  
  
  
  
  --------------- Original Message ---------------
  From: **************** [********************]
  Sent: 7/31/2023, 1:10 PM
  To: ***********************
  Subject: Re: [EXTERNAL] Re: Your Support Request: Please Send More Information [ ref:_00Dj0JnBt._500Hq1YvKvh:ref ]"
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 12/15/2023

  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, could you please provide a little more infomaiton, I can see on your account that you have contacted us but not troubleshooting has been done. I just have a couple questions to help me better understand what is going on with your equipment. Also if you are able to include pictures or videos of the problem, that will be very helpful as well.

  Please perform these troubleshooting steps and report back with any findings: 

  
  If you remove your console assembly check the wires that come out of the console and make sure they are properly connected and not damaged or pinched . Lets unplug them and plug them back together again. 

  Please remove The wire between your console and your handle bars, let's unplug them and plug them back together again. 

  
  Is your issue still occurring after checking your wire connections?

  Lets go ahead and check that the power adapter is pushed all the way in and not noticeably damaged? Have you double checked the outlet is working? Does your console require batteries, if so let's replace those. 

  
  Does your machine have a controller/power board? You can find out if your machine has a controller/power board by checking your parts list in your users manual. If it does, let's locate it by removing your side shield. Does it have any LED lights lit up? Are any of the wires loose or disconnected on your 
  controller/power board?

  
  
  Any and all infomation you can provide will help us assist you better. we look forward to hearing from you. Thank you 

• Initial Complaint

  Date:12/13/2023

  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 purchases an all-in-one elliptical end of 2022. It has been broken since February of 2023. The item is still under factory warranty. I have had 6 repair visits from the local tech to fix it. He clearly acknowledged that he did all he could. Ive been asking for a replacement but to no avail. Now the rep says he can no longer help, I've made four attempts to contact ifit...the manager NEVER calls me back, they do not respond at all. The tech told me they would call me soon, twice. That was three weeks ago. This is the WORST company I ever dealt with and the worst purchase I ever made. I see that most of the world shares that sentiment as they have a one star rating. Also AG complaints. The machine has literally been sitting in my living room is pieces for 9 months. I EITHER NEED A NEW MACHINE OR A REFUND! I found out today that the extended warranty begins on Dec 23, at which time nordic is off the hook and extended warranty takes responsibility....THAT IS WHY THEY ARE NOT ANSWRING...THEY ARE STALLING TO NOT HAVE TO REPLACE IT. Then I Have to wait for a whole new set of tech visits!! These people are criminals!! This has been a nightmare!! Please help me, Nordic and ifit don't care and are useless.

  

  Business Response

  Date: 12/13/2023

  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.

  
  We are currently looking into submittig your claim to our product replacement team. 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. Thank you!
  
  
  

  Customer Answer

  Date: 12/13/2023

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

  Customer Answer

  Date: 12/13/2023

  I have been in constant contact with my locally assigned tech, Scott W*****.  They sent him out six times.  Each of those times he took DOZENS of pics, including his last visit on Nov 20 when he took over 100.  He told me they have PLENTY of pics and warned me that they use the tactic of asking for more and more pics to delay.  I am tired of waiting.  I just want a new machine period.  I have every visit date documented.  Scott said there is NOTHING more he can do...he tried every possible part.  I just need a new machine.  ITS BEEN OVER 9 MONTHS!! they have hundreds of pics!! 

  

  Business Response

  Date: 01/04/2024

  Hi *******, 

  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!
  
  

• Initial Complaint

  Date:12/12/2023

  Type:Order 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 ordered the NORDICTRACK FUSION CST STUDIO, this is suppose to come with a 10 inch tablet that controls the machine. I never received the tablet. I called IFIT and spoke with 6 different service representatives. Ifit said they would send me a tablet, 7 days later I received a "console" which is NOT the tablet that was missing. I called IFIT again and explained to them that they had sent me the incorrect item, IFIT then said that they would send me the correct item. I asked the representative to please make sure she was sending the "TABLET" that is suppose to control the machine and to please send me an email confirming this. I then received an email stating that IFIT had placed an order for another "console". I can not use the machine at all without the tablet. I paid 2k for a machine to sit in a room unable to be used because IFIT did not send me the correct item. Tablet should have been delivered originally with machine but it was not and now I am unable to use it at all. I dont understand why they are sending me the incorrect item. I have explained to them what is missing and I have told them over and over again that it is not the CONSOLE. The warranty for the machine started upon delivery of item which was 4 weeks ago and still have not been able to use it. I just want to be able to use the machine and I want to have what I paid for. Its not my fault that the tablet was not delivered. IFIT needs to send me the missing tablet and add extended warranty for my machine.

  

  Business Response

  Date: 12/13/2023

  Hello *****,

  
  We are so sorry about the inconveniences and the frustrations that you experienced regarding your order. We completely understand where you are coming from on this matter. 
  

  After reviewing your account, I have gone ahead and ordered you a new tablet. Your order number is ICS9800781 you may track it once it ships at www.ifit.com by using that order number. We apologize for all you have been through. Were 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. 
  
  

• Initial Complaint

  Date:12/12/2023

  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.

  Purchased Model **** (NTL17122) Ifit/NordicTrack treadmill on Feb. 27, 2023, directly from NordickTrack. It was delivered March 16th. At end of March the treadmill base froze at the 15% incline while my wife was using it. It took 2 months to be repaired. On November 18, 2023, while I was lightly jogging, the belt stopped suddenly, causing me to jog directly into the front console/hand rail, just above my navel. Although I was not injured, it was quite startling since the belt then started up again. The belt continued to stop and start. I consider this a dangerous piece of equipment and do not trust it since we've had 2 incidents within 9 months of owning it. I called the service department and the 1st person wanted to have the equipment repaired (case # ********), which I declined since I do not trust this equipment. I asked to get our money back (total of $3587.25 which included equipment, ***************** a 5 year warranty & 1 year of Ifit Software) and for NordickTrack to come and remove treadmill. He then transferred me to a service manager (case # ********), and he also tried to persuade us to get the machine repaired. Again I declined. He then sent our information to their "Executive ************ ****** who wanted us to sign a waiver to forgo "legal processing" that they would have to do. We declined that. Ifit has now sent this to their Legal Team whom we've been in contact with, wanting us to fill out documents for our "personal injury claim" to which we have not mentioned any claims for injury. All we want is to get our money back and for them to take the treadmill away (at their expense).In addition, on December 11, 2021, we had purchased Model **** (NTL *******) from Best Buy. After a few months the treadmill base also froze in the uppermost % incline. Best Buy had no problems refunding our money and removing the equipment. This is another reason that I don't trust NordickTrack's product.

  

  Business Response

  Date: 12/14/2023

  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. 
  

  I have reached out to our magament and have confirmed that our legal team is currently working with you to resolve your issue as of 12/11/2023. We will need you to continue with our legal team untiil the issue has been resolved. 

  Thank you 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rower from Nordic Track December 6, 2021, and it never worked correctly. I then purchased an extended warranty from *** Dec.6, 2022. The resistance never changes even after the first service call in 2022. In November 2023 NT and *** agreed to send a new tech out and they sent me a new motor. The tech said the rower isn't working correctly and it can't be fixed. The internet is full of complaints about the same issue. I have been in contact with ***** at *** who said he is trying to reach a supervisor to help me and will be in touch. The last I heard from him was on December 7, and all my emails to him have gone unanswered, and phone calls not returned. Every time I call it's another 15 minutes of hold time and the call gets disconnected. I had an original complaint against Nordic Track and all they did was send a new motor and I had to call for a technician. The tech said that I now have to go after the extended warranty company. Nordic track and *** won't stand behind their product. No one will help and all they do is say that they can't reach a supervisor.

  

  Business Response

  Date: 12/12/2023

  Thank you for reaching out to ***, we have reviewed your file, and it is confirmed that your product is covered under the manufacturer iFIT Health and Fitness for parts on this product.  If you are seeking a replacement or different resolution other than service on the product you will need to work directly with iFIT Health and Fitness.  The *** coverage to date is only active to service the product if iFIT files a claim and submits a parts order for repair, therefore, *** would not be the active coverage to offer a replacement as the product is not currently under our coverage for parts and would not qualify for the No Lemon Policy outlined in the coverage agreement.  Please reach out to iFIT Health and Fitness to discuss the resistance issue.  If a response does come back to *** for this issue via the BBB we will request that the compaint be transferred to the manufacturer pertaining to the correct active coverage.  Thank you.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20991151
  
  I am rejecting this response because:
  

  UTS and IFIT are the same company and you are just trying to pass the responsibility  to each other.  I know you operate under different names but you have the exact address. You want me to just get tired and move on!!!!!!!!!  Your product doesn't work.  You can't fix it.  What's next?

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

  

  Business Response

  Date: 12/20/2023

  Hi *****, 

  After talking without magament, we have agreed that we are able to go ahead and do one of two things, we can either process a refund for you or send you a replacment machine, which do you prefer? 

   

  Thank you 

   

   

  Customer Answer

  Date: 12/20/2023

   
  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.  I would like a refund.  Please have someone reach out to me to let me know what I should do with the non working machine I have at home. My number is ************.  Will a check be mailed??  Also please let me know the amount of the refund.

   

  Thank you.

   

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

• Initial Complaint

  Date:12/09/2023

  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.

  Hello, I purchased a Nordic Track Commercial 1750 treadmill and also paud for the services to install the treadmill in our house. The installers installed the treadmill but could not get the treadmill to work as one of the wires was defective. The installers told us that they requested for a relacement part and someone from iFit will take care of it. We were not satisfied by this issue and asked NordicTrack to send us a new treadmill. They denied our request saying that the defect doesn't qualify for replacement as we did not take extended warranty. We are now stuck with this expensive defective treadmill that is not working. We don't want to have a defective machine delivered as our payment warrants a functioning machine. We request BBB to intervene and arrange for a replacement of a new treadmill.

  

  Business Response

  Date: 12/11/2023

  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 reviewiing your account we can see that the part order was delivered on 12/09/2023 with tracking number **********************************. I apologize for the inconvienance this has caused you, we are unable to provide a replacement at this time due to the machine being able to be repaired. We will need to send out a certified technician to repair the machine before any further action would be considered.  Please confirm that the part provided did not resolve the issue you are having? If you have not installed the provided part yet I'm happy to provide a tech to install the part and get the machine up to manufacturer's specs if you prefer along with provide you with downtime added back to your warranty for the time the machine has been waiting for repair. 

  Thank you 

• Initial Complaint

  Date:12/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nordic Track VU19 Stationary bicycle was ordered September 1, 2023. I received it and assembled it. It will not operate. After contacting the website and describing the problem, their representative created an internal order for spare parts on November 10. Their internal Order number is **********  The parts have not been received, so the machine does not function. I would like a refund or a replacement. I would like to begin using the machine that I purchased.

  

  Business Response

  Date: 12/11/2023

  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 I can see that those replacement parts were shipped on 11/13/2023, after doing some tracking and digging I can see that they appear to be lost in transit, that being said I have gone ahead and ordered you new replacment parts and upgraded the shipping so that they will arrive sooner, You new order number is ********** you may track it once it ships 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.

• Initial Complaint

  Date:12/08/2023

  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.

  Product was to be delivered on a particular date. They called to schedule it. I had to take the day off from work because they required some one to be here. Never showed never answered the phone. I am seeking the loss of a work day and an actual response from Proform.

  

  Business Response

  Date: 12/08/2023

  Hi ****, 

  We are so sorry about the inconveniences and the frustrations that you have experienced with your order thus far. We completely understand where you are coming from on this matter.
  
  I was able to reach out to our ***************** and they have gone ahead and issued you a credit of $100 to your account for your loss. I'm deeply sorry you had to experience that. We have also contacted the assembly 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: 12/08/2023

   
  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.
  

  This felt sincere and I thank you for that.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Commercial 2450 treadmill from Nordictrack on 12/27/2022 for $2574. Ever since I had recieved the machine in January, it has had issues. The belt does not run correctly (and has also stopped during workouts), which the company suggested oiling and tightening of screws. That would be a temporary fix and then it would reoccur. I tried contacting the company about performing work on it, but have not heard back. The other issue is that the fan stopped working. The machine is less than a year old and just keeps having issues. I also own an older elliptical from Nordictrack (which I bought new) that has not had issues.

  

  Business Response

  Date: 12/05/2023

  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.
  
  

  After reviewing your account, I have gone ahead and requested a technician to come out and diagnose your issue, I have also ordered some parts that he may need just in case he finds an issue. Those parts will ship directly to your home, once they arrive the tech will be notified and will contact you to set up your appointment. Please allow 7-10 business days for shipping. 

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

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20955201
  
  I am rejecting this response because:The company sent parts to an incorrect address, so my issue has not been resolved. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/22/2023

  Hi *****, 

  I'm happy to resend those to you, please confirm the shipping address we need to send them to. Thank you 

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20955201
  
  I am rejecting this response because:

  Yes, please send them this address:

  
  

  212 *********************

  ******** ** 77354

  
  

  Thank you

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

  

  Business Response

  Date: 01/10/2024

  Hi *****, 

  My apologies again regarding shipping to the wrong address. I've placed another order for those parts. Your order number is ICS9818578 you may track it once it ships at www.ifit.com by using that order number. Please let me know if you have any additional questions. 

  Thank you