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

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  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  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:12/04/2023

  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.

  My NordicTrack treadmill was delivered 11/11/23. I paid $249 for white glove delivery and assembly. Upon delivery, the right fan was not operational. The left fan worked correctly. I emailed iFit on 11/13/23 and informed them of the problem with the right fan. The company requested additional information, including a video of the problem. I provided them with the information and the company agreed to send me a replacement fan along with installation instructions. I received the replacement fan on 11/25/23 but there were no installation instructions. I emailed the company on 11/27/23 and told them the instructions were missing. I received an automated reply on 11/27/23 directing me to a troubleshooting webpage that did not pertain to my issue. I emailed the company again on 11/27/23, told them their previous reply did not pertain to my issue, and referred them to the open support case (Case ********). At that time, I informed the company that since the unit was defective upon delivery and they had failed to adequately address the problem, I wanted them to send a service tech to make the repair. The company did not respond to my email. On 11/30/23, I sent a follow up email. The company did not respond to my email. I am therefore requesting that iFit send a service technician to make the repair to the equipment that was defective upon delivery. Again, I have the replacement part.

  

  Business Response

  Date: 12/06/2023

  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 reviewig your account I was able to go ahead and set up a technician to come out and install that fan for you. Your service order number is ********** Please allow 3-5 business days for the tech to reach out for scheduling. 

  If you have any questions, you can contact our Member Services at ************** (****)
  Thank you
  
  

  Customer Answer

  Date: 12/06/2023

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/04/2023

  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 used my treadmill last week. I went to use it yesterday and I got a message on the screen saying READING UPDATE.INI and now my treadmill is not working and your customer support team says that I have to buy a new machine. This is totally unacceptable. I did nothing to make my machine not work, it was working perfectly a couple of days ago and your company sent out an update and that broke my machine and rendered it unusable. It seems that your company has the ability to disable any machine at any time so people have to buy a new machine for thousands of dollars.

  

  Business Response

  Date: 12/04/2023

  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 have reached out to our member care mangament regarding your issue. They have confirmed that this console is no longer available to this is not a software issue. The only way to resolve this issue would be to purchase a new machine, We are happy to provide you with 20% off a new product. I'm sorry for the inconvienance this has caused you. 

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

  Customer Answer

  Date: 12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: I went thru weeks of talking to an escalated department because I sent an email to the CEO. They totally disabled my machine with the update they sent and refused to fix it because they say they can't.

  They offered me 20% off and are trying to force me to buy a new machine when I did nothing wrong and they disabled it. There is a class action lawsuit pertaining to what I have explained. 

  They need to send me a new machine.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/06/2023

  Hi *****,

  The software update you are referencing occurred with our newer models and has since been rectified. we have confirmed that a SD card that was sent fixes any software related issues.Where the console is still not functioning properly after the SD card was installed, unfortunately we have confirmed this to be direct tablet failure within the hardware of the console. We apologize for any frustration this has caused, we do not have the means to fix the issue and sadly the machine is no longer covered under warranty as this model is a 2014 product nearing it's end of life. We are unable to send a replacment due to being outside the manurfacturer's warranty. Due to this, at this time we will be standing firm on the offer provided. As we would love to keep you as a member with IFIT, we do understand if you do not want to move forward with purchasing a discounted product but if you decide you would like to in the future the offer will still stand.As of now, no further action will be taken and we will consider this matter resolved.

  If you have any questions, you can contact our Member Services at ************** (****)
  Thank you
  
  

• Initial Complaint

  Date:12/03/2023

  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 purchased a Norditracj s22i in May of this year. The screen stopped working about 8 weeks ago. After a long back and forth with the company they shipped me a controller cable and I had to wait a few weeks for a technician to come and see if that fixed it. He arrived and said I needed a new monitor. Nobody called from ifit; so I had to call a week later and they informed me they would be ordering me a replacement monitor and it was in stock. I received notification that another replacement controller is being sent instead of a monitor. I’d like a replacement s22i to be sent and I can send this one back so they can fix it.

  

  Business Response

  Date: 12/04/2023

  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 infomation and history, we can confirm that the tech that came out on ********** on 11/26/23 did indeed request a controller and not a console as per their tech notes submitted into our service coordinator. In order for a console to be send the technician will need to request one. 

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

• Initial Complaint

  Date:12/02/2023

  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.

  On April 12th 2023 I bought a new NordicTrack treadmill at DICKS Sport. The cost for this equipment was 1200 USD. After using the equipment it started to make noises and also it was deprogrammed. I issued my first complaint on September 15th (case number: ******). The company sent me some directions to reset the equipment and I was able to use it but the noise didn't go away. The equipment keeps doing the same thing I need to reset/reboot the equipment several times. Recently the equipment made a louder noise that came from the console and a new error message pops up showing that the equipment keeps stopping. On Dec 1st (case number: ******) I issued a new ticket complaining about the same thing sending a video with the problem. The vendor asked me to reset again the console, which I did and I was able to use the equipment but the noise problem didn't go away, but the next time that I wanted to use my treadmill the console showed the same error. I am tired of doing this process in new equipment. I am asking the vendor to send a technician with a new console but they are refusing to do that. They dont want to replace the defective console of my treadmill. I paid a lot of money for new equipment which came defective and the vendor must be responsible for their poor quality.

  

  Business Response

  Date: 12/04/2023

  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 we have gone ahead and processed an order for a new console. Your order number is ********** you may track it once it ships at ************* Please allow 7-10 business days for shipping. 

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

  
  Thank you
  
  

• Initial Complaint

  Date:12/01/2023

  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.

  Subject: Malfunctioning Commercial **** Treadmill Under Warranty and ********************* from ******************************************** Details:Product: Commercial **** Treadmill purchased from Nordick Track Price: $2,500 Issue Description: The treadmill ceased functioning after four months of use. The issue remains unresolved despite multiple service visits by Nordick Track technicians over six months.Customer Service Interactions: Extensive communication with customer service has been ineffective. Efforts to escalate the matter within Nordick Track have been unsuccessful. There have been instances of the customer service team not taking my wife seriously and scheduling appointments faultily while I have been deployed out of the country. iFit Case #******** is a reference to our ongoing issues.Urgency: I am scheduled for another deployment soon and urgently need this matter resolved before my departure.Desired Resolution:I request a complete repair of the treadmill to a functional state, a replacement with a new unit, or a full refund of the purchase price. It is critical that Nordick Track adheres to their warranty terms and provides effective, respectful customer service, especially considering the difficulties faced during my deployments.

  

  Business Response

  Date: 12/04/2023

  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 help get this resolved for you, after reviewing your open service order and talking with the tech, he has recommended replacing a few items on your machine. We have gone ahead and ordered those for you. Your order number is ICS9793903 you may track it once it ships at www.ifit.com. Please allow **** business days for shipping. Once the parts arrive to you the tech will be notified and will reach out for scheduling. 

  I apologize for all you have been through. I'm 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: 12/07/2023

   
  Complaint: 20945989
  
  Dear Nordictrack / IFIT team,
  
  Thank you for NordicTracks response to my complaint (Case #********) filed with the Better Business Bureau. The offer of an extended warranty and reimbursing the iFIT subscription are positive steps, showing a commitment to customer satisfaction. However, I cannot accept the proposal as it stands, since it doesnt fully resolve the main issue.
  
  The problem is with the treadmill itself. Despite replacing various parts, it still doesnt work. Continuing to replace parts seems inefficient and ineffective as all parts have already been replaced once.
  
  I suggest a change to your offer: If the next repair attempt fails, I request that NordicTrack replaces the treadmill with a new or similar model and takes back the faulty one for either refurbishment or disposal.
  
  This approach offers a clear resolution. It gives me assurance while allowing NordicTrack another chance to fix the current treadmill. This fair solution should help conclude this issue satisfactorily.
  
  I await your response and a revised offer incorporating my suggestion.
  
  Thank you for considering this matter.
  
  Sincerely,
  ***************************

  

  Business Response

  Date: 12/08/2023

  Hi *******, 

  I apologize for all the frustration this has caused you, we need to follow through on what the technican has requested, if the service is unsucessful we can then look into further options available to you. We can assure you that our service team is working closely with the tech to esure that we get this resolved as quickly as possible for you. Please let us know if you have any addtional questions. 

  Thank you 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20945989
  
  Thank you for your quick response to my issue with the treadmill (Case #********). Although I acknowledge your recognition of my frustration, I am disappointed with the suggested solution.
  The idea to "proceed as the technician suggests" and then "explore other options" if that fails lacks the definite resolution I need. This vague approach mirrors the past seven months of unproductive responses, leading to our current impasse.
  Given the prolonged duration of this issue, a solid and decisive plan is overdue. A company of your standing should have already explored all avenues and be prepared to provide a satisfactory and efficient resolution.
  Thus, I cannot accept the proposed solution. A clear and written commitment is necessary, stating that if the next repair attempt fails, a replacement treadmill will be provided, with a specified timeline.
  Vague promises like "we will consider our options" are no longer sufficient. I am ready to take further action if a clear and satisfactory solution is not offered soon. I trust NordicTrack understands the need for a swift and effective resolution.
  I await a revised proposal with a clear and written action plan.
  Sincerely,
  *******
  
  
  

  

  Business Response

  Date: 12/11/2023

  Hi *******, 

  Thank you for reaching back out, I have confirmation as of 12/8/2023 that your machine is up to manufacturere's specs. Please let us know if we can be of further assistance. Thank you 

  Customer Answer

  Date: 12/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/29/2023

  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 treadmill in 2020 the foundational base of the treadmill has failed. Cannot get anywhere with their "customer service" team. First call was answered by someone remotely and had to hangup after 3 minutes of yelling in the background. Second call the person had to restart their computer and was going to call me back - never called. Third one put me on hold and then said they had to have someone else call me back. They "did not have the option to transfer to the person that needed to speak" with me. Warranty clearly defines that the "frame" is warrantied for 10 years. The company is trying to claim that "frame" only includes a singular bar that is called frame, not the actual frame of the treadmill. The treadmill was kept in a climate controlled environment and was rated for 300 lbs. and under. Any use was by an individual that weighed around 160 lbs. There is no way that this part should have failed at this point. Model NTL14129.9 Key #39. An acceptable resolution would be to provide the piece noted above in order to complete the repair.

  

  Business Response

  Date: 11/30/2023

  Hello- 

  
  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. 

  I'm happy to look into this for you, could you please provide a picture of the machine's broken piece so we can better assist you? 

   

  Thank you 

• Initial Complaint

  Date:11/28/2023

  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.

  This machine was purchased September 9, 2023 and on November 11, 2023 it broke. I was sent a part and as of November 28, 2023 no one was contacted me to put it in. The machine is very cheap, it is the FS10i and is not made like the other machines, as I have a spin bike and a treadmill which are incredible and heavy duty. I am approximately 125 lbs and I was not using the machine improperly or doing anything extra with it, only how it was to be used. I called and spoke to several employees who all gave me the run around and told me I could only get it fixed and could not get a refund for the machine. I would like a full refund and for t hem to come pick up the machine.

  

  Business Response

  Date: 11/29/2023

  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.

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. The return policy states: “If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesn’t offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.” If you wish to read more about the return policy, you can do so at **************************************

  We have contacted the technican's company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

  If you have any questions, you can contact our Member Services at ************** (****) with any questions.

  
  Thank you
  
  

  
  

  Customer Answer

  Date: 11/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I would like to return the machine as the part that broke will continue to be an issue as it is cheaply made. I have two other items from nordictrack and have never had any issues. I had the product less than two months when it broke and used it approximately 6 times.  I am very small female and work out 5 or so times a week.  I did not do anything to it, it simply is cheaply made.  I would like nordictrack to give my money back and take back the equipment. I do not want to continue to have it fixed that is unacceptable.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/01/2023

  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.
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. If you wish to read more about the return policy, you can do so at **************************************
  
  We will need to continue with parts and service at this time. We have escalated scheduling with the tech and they will be reaching out soon for scheduling. 

  Thank you 

  Customer Answer

  Date: 12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: although you state I cannot return it, you also have not sent anyone to fix it and it has been almost a month. I have the part. So I have a piece of equipment I can’t use, you refuse to return, and I cannot use.  No one has gotten in touch with me to fix it and I was told they would, but still have heard nothing. The product will continue to break as stated because the same part was sent again that broke the first time and it is still just as flimsy. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/06/2023

  Hi *****, 

  I'm sorry for the delay in getting you scheduled. We have 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 Member Services at ************** (****) with any questions.

  
  Thank you
  
  

  Customer Answer

  Date: 12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I would like to return the item which I have advised several times and continually am told I cannot due to their policy. It has already broken and I am concerned it will happen again. It is not as nice as the other equipment that is from nordictrack.  The only thing I will accept is to return the item. I would also accept a replacement with an elliptical. I do not want this, it is not as advertised.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/08/2023

  Hi *****, 

  
  We understand the frustration you have experienced. We need to have the tech's recommendation on if the machine is repairable or not before we may look into other options. Once the tech has been able to diagnose the machine we can look into further options.

  I'm sorry for the delay in getting you scheduled. 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 Member Services at ************** (****) with any questions.
  
  Thank you

  
  

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ifit is taking $41.73 a month from my checking account for an ifit membership, but when i sign in to ifit they tell me I don't have an account. I have sent emails and have called but cannot reach anybody other than a recorded voice. when I do an online chat they tell me no operators are available.

  

  Business Response

  Date: 11/29/2023

  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. 
  

  I have reached out to our membership mangament team and they have confirmed that we do not see any charges under that email. We were able to search his name and found a different email ending in sbcglobal.net and show the monthly charges, but they are signed up with FIRETV and they are taking the payments, not iFIT. You will need to reach out to FIRETV directly regarding any charges. 

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

• Initial Complaint

  Date:11/26/2023

  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.

  We purchased this treadmill back in 2020 and it has been nothing but problems, it was down for 10 months in 2021, then it has now been down again from July 2022 and still down as we speak end of November 2023. I have requested them to replace the machine because clearly all the parts they have replaced has not solved the problem. I even paid for the extended warranty. This last issue could have caused a very dangerous/ deadly accident I was pregnant was using the treadmill to get my excercise in and it randomly stopped and i almost fell off. I have videos we made afterward to show them. They supposedly fixed it but now it does the same thing again. My husband and I are afraid to run in it for fear of falling or hurting ourselves. We spent almost $3,000 dollars for a machine that has never worked. They have even had a repair man come to our house twice and he gets here and is like oh wait I’m not supposed to be here. The customer service is terrible. The only way I ever get a response is by posting a message on twitter. I can photo all the repair requests if necessary and send the videos.

  

  Business Response

  Date: 11/27/2023

  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 take a look into this for you, after reviewing the past history on your account it appears that the last contact we had with you was for the walking belt stopping issue. Is this still happening? Please include any info and or photos that will be helpful in resolving this issue for you. 

  Thank you 

  
  

  Customer Answer

  Date: 01/17/2024

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

  Yes, the belt stopped working it took almost a year for someone to come out for that. They replaced something and now it still doesn’t work. I have a file of photos I can include and I included all the submissions for the machine not working through the Nordic/ ifit website. This needs to be replaced. I have had a machine that cost thousands of dollars that have never worked. Literally this has caused so much stress. We both work full time jobs and have to deal with this. We purchased the extended warranty and the machine is not getting fixed properly. Clearly something is wrong with it. Something needs to be done.

  
  

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

  

  Business Response

  Date: 01/17/2024

  Hi *****, 

  Thank you so much for sending all this infomation, it was very helpful. We are currently looking into what replacement options we can offer you. We will need a few things from you to add to your case.Can you please provide a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!

   

  Customer Answer

  Date: 01/24/2024

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

  
  Attached is the paper work and photos that are on our Nordic account. We have sent this all numerous times to Nordic. This is probably one of the most stressful things I have dealt with, during two pregnancies. Almost being injured while pregnant and still going back and forth with Nordic years later.  This has been a full time job trying to document and contact Nordic, for a machine we really needed. We purchased directly from Nordic because we wanted a reliable top of the line machine, that we haven’t even been able to use safely. It is not letting me addd all the images, please let me know how I can send the 3 items you asked for.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/26/2024

  Hi *****, 

  Thank you, I'm sorry it's not letting you add those photos, feel free to email them to me directly at ************************* 

  Thank you! 

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: we are currently working with icon fitness, I will update with the offer.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/05/2024

  Hi *****, 

  Please keep us informed. Thank you 

• Initial Complaint

  Date:11/26/2023

  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 used this bike for a couple of months and while riding I was “out of the saddle” when the crank arm broke clean off. Weight limit is 250lbs and I’m 175. Not only did this cause an injury to my pelvic bone as I came down hard, but the bike seems completely useless now. I have tried reaching out several times to pro form to no avail, and their website is so frustrating to navigate.

  

  Business Response

  Date: 11/27/2023

  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. 
  
  

  After reviewing your account, we can confirm that your machine is no longer under the manufacturer's warranty, it appears that your warranty expired on 3/21/2022 because you are outside the warranty time frame replacement parts are available for purchase. You may order them online at www.iconservice.com or by calling into our member services at ************** (****). 

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

  Customer Answer

  Date: 11/27/2023

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

  Customer Answer

  Date: 11/28/2023

  I am rejecting the company’s response to the complaint for several reasons. The first is that there was no acknowledgement to my injury when I initially wrote to them on their website. The second is basically them saying “oh well” to the broken bike piece that cannot be fixed. If you stand by your product and believe in your product and your company you shouldn’t have to worry about a warranty. The warranty to me says that they know there is fault in their product and manufacturing. I’ve read other reviews claiming that this product (exercise bike) is a piece of garbage. Wouldn’t said company want to rectify this horrible accident and make a product that you’re proud of? I feel like if a company truly stands behind their product then replace my bike. A replacement bike to me seems the only solution as my bike is no longer functional nor any replacement part can repair. Be better pro form, do better. I thoroughly enjoyed using this piece of exercise equipment and was getting into very good shape. The weight limit says 250lbs and I’m no where close to that. (180 6’1”) I rode the bike for maybe 3 months and this happened? If this were to happen to them or a family member I bet they’d be singing a completely different tune. An injury to a pelvic bone is no joke and incredibly painful and humiliating. It could’ve been a lot worse. What would’ve happened if I was riding the bike “out of the saddle” and the crank broke off and I wound up slamming my face into the front piece leaving me horribly injured and disfigured? I take pride in my belongings and I took every precaution when riding the bike and maintaining the integrity of the bike before during and after each ride. The warning label only states not to get too close to the wheel. There’s no warning stating that riding this bike may cause injury to a pelvic bone when “out of the saddle” because the crank/ crank arm will break clean off. Why am I being punished for their faulty equipment? This is why I’m rejecting their response. Do the right thing pro form/ ifit and make things OK. They want to call themselves a reputable company then do the stand up thing of making things right. 

  

  Business Response

  Date: 11/28/2023

  Hello, 

  I'm sorry to hear of your injury, please provide answers to the following questions so that we may notify our legal department of your injury: 

  Injured Party's Full Name
   Injured Party’s DOB Date
  Time of Incident
   Injured Party’s Height
   Place of Incident
   Injured Party’s Weight
   Did you seek medical attention? 
  Description of Injury 
  Surge protector used? 
  Original proof of purchase
  
  

  Thank you 

  Customer Answer

  Date: 11/28/2023

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

  below is the following requested information 
  Injured Party's Full Name: ****** ********
   Injured Party’s DOB Date: *********
  Time of Incident: 1430pm
   Injured Party’s Height: 6’1”
   Place of Incident: Home
   Injured Party’s Weight: 175-180 LBS
   Did you seek medical attention?: Yes; dx with pelvic bone contusion. Incredibly embarrassing
  Description of Injury: dx pelvic bone contusion 
  Surge protector used?: 
  Original proof of purchase: yes, through QVC April 2020
  

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

  

  Business Response

  Date: 11/29/2023

  Hi ******, 

  Thank you for providing the requested infomation, I have gone ahead and submitted your form to our Legal team. Once they have reviewed your case, they will then communicate with you via email. Please let us know if you have any questions.

  Thank you 

  Customer Answer

  Date: 11/30/2023

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

  Do you know when should I be receiving correspondence from said legal team? 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/01/2023

  Hello, 

  It looks like they tried calling on 11/29/23 however wasn't able to connect with you, I have let them know that you are reaching out and escalated contact again. Thank you