Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,414 total complaints in the last 3 years.
252 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/31/2024 I reached out to iFit about memberships. They had recently announced that additional features would be added such as Netflix. When I spoke with them I was told you had to upgrade to a Family Pro membership to get them. I advised that I had a s22i bike and was planning to replace it with a used x32i treadmill from a private seller. I was told both would receive the update and agreed to upgrade to a 3 year plan. I reached out again before purchasing a used x32i and was told it would get the update. I then purchased it and weeks after no update was provided reached out again. I was first asked for the exact model and was again told it would receive the update in the next few weeks. The next time I reached out I was told my machine would not get the update but I could purchase a new treadmill for over $3k. I would have never upgraded my membership plan or purchased the treadmill if I had known I wouldn't get the update. Instead iFit lied or gave me incorrect information and then at best offered me a new machine for $3k, which also has a smaller screen. I don't mind paying something to get new equipment but it should definitely be a few hundred at most. Even with that the smaller screen size is a huge disadvantage over the existing machine. Due to their initial responses I essentially purchased a machine that they planned to phase out weeks later. At the time of purchase my machine (x32i) was also still available on their website with no mention of it not getting the new updates.
Business Response
Date: 12/30/2024
Hi Tom,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We apologize for the confusion around the update. We are happy to confirm the infomation you have been given with our developers to 100%. Can you please send us a photo of the UUID in your machine settings? This will help us out.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer Answer
Date: 02/03/2025

Complaint: ********

I am available most of the rest of today and tomorrow. Please try calling whenever you can and if for some reason I'm not able to answer if you can leave a message I will call back shortly.

Business Response
Date: 02/04/2025
Thank you
Initial Complaint
Date:12/27/2024
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.
Bought item on 11/29. Delivered on 12/13. Paid for white glove delivery and wasn't assembled properly (belt). Powered machine on and was stuck on initial set up screen of timezone and had to hard reset x5 to even get working. Sent email on 12/13. No response by 12/20 so called. Waited on hold for 1 hour. Got through and set up for parts &services to come address in next 5-10 business days. Asked for refund of delivery and assembly since wasn't assembled correct. Tech came out 12/23 and fixed belt and said it's because uneven surface and recommended moving equipment. Did recommendation that night and machine got stuck on incline 8 unable to come down. Had to turn off/on and reset machine 8x to get buttons to start working again (smart sense buttons not physical ones). 12/26 attemtped using and after 9:58 belt shifted entirely off of track to opposite side this time. After hours so called 12/27, initial hold time 55 minutes to speak to agent who offered no solution so spoke with manager Lucilla. Company not abiding by " full refund if defective" and wanting me to pay %5 of machine plus $250+tax of freight. Told them unacceptable. Their solution is for customer to spend more time "troubleshooting". Request for full refund/return with no cost to customer given defective machine
Business Response
Date: 12/30/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After looking into your account we can confirm that the machine is not being used as stated by the manufacturer's specs. The tech has confirmed that you were informed that the machine needs to be moved to a completely leveled surface otherwise the problem will continue.
The fees you are being quoted abide by the return policy. You can read more about the return policy at at *************************************************
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you

Customer Answer
Date: 12/30/2024

Complaint: ********

I am rejecting this response because:

I’ve asked repeatedly for another technician to come out as we moved the machine per the initial tech’s recommendation and the belt still slipped after 9:58 of use. That had been ignored. Still requesting full refund given defunct machine.

Sincerely,

***** *****
Business Response
Date: 12/31/2024
Hi *****,
We apologize, we do not see a request for another technician, we would be happy to send one out now that the machine has been moved. You new service order is ********** please allow 3-5 business days for the tech to reach out to you for scheduling.
Thank you
Customer Answer
Date: 01/07/2025

Complaint: ********

I am rejecting this response because:
Technician came and proved machine was level after we had moved it immediately following first incident, so machine was level when belt slipped this second time at 9:58 of use.
Still requesting FULL refund and no charge to return machine as <30 days. Also need assistance on full return of extended warranty we bought as also < 30 days

Sincerely,

***** *****
Business Response
Date: 01/08/2025
Hi *****,
After looking into the tech notes from your last visit, he has confirmed that the machine was up to manufacturer specifications. We would be happy to look further into this but would need video documentation of the belt shifting otherwise you will be charged the fee's assoicated with the return.
Thank you
Initial Complaint
Date:12/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Two issues-#1- I purchased a treadmill directly from Nordic Track online. They added a one month trial of IFIT that I never requested or used. Several months later I found out that they shared my credit card information with IFIT and were charging me a $39/ Mo fee for three months for this service. I called and spoke with someone over seas. She told me I should have noticed the charges before and would not provide a refund. I called IFIT and Nordic Track directly as well as sent emails. Still no response.#2- The treadmill will not work correctly. There is an error displayed every time the machine is turned on. I have to unplug the unit and start from scratch every day to use it. This process takes ***** mins for the unit to turn on. I called the local service technician who came and re-set the unit. Although I have an extended warranty, I had to pay him directly. No response from the company for reimbursement and I continue to have the same problem. Had great luck with Nordic Track with past treadmills but this is terrible customer service.
Business Response
Date: 12/27/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we do not have your machine registered within our system. before we can look into this futher for you we need to gather this info and register your machine. please provide the following:
MODEL #: (including the number after the period at the end)
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:
Thank you
Customer Answer
Date: 12/27/2024

Complaint: 22733030

I am rejecting this response because:
They have made no effort to contact me directly. I have provided my name, phone number and email address. Since I can't respond with the information they are requesting through the BBB website, they will need to send me an email so I can respond again with all of the particular information regarding my unit.

Sincerely,

***** ****
Business Response
Date: 12/30/2024
Hi *****,
We apologize we haven't seen an email from you. I've gone ahead and sent you an email so we can continue. It will be coming from **************************************** please check your spam folder if you cannot see it.
Thank you
Initial Complaint
Date:12/26/2024
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 purchased a NORDICTRACK COMMERCIAL 1750 treadmill on December 6, 2024 and received it December 18. I assembled it, turned it on and followed prompts, entering my WIFI information. It required me to create an iFit account, and presented me 3 payment plans. I chose a button that said something like "not now", in order to bypass payment, because I do not want an iFit ****************, every time I want to use the treadmill, it requires me to scan a QR code on the screen using my phone, which takes me to the iFit website, offering those 3 payment plans again. I need to scroll to the bottom and choose "not now" again. Finally, it tells me I am logged in. Only then can I use the treadmill.There is no way to use the treadmill without logging on online! This was not advertised, and an internet search shows that this is a recent software change that they made in the past few months. The user manual says there is a "manual workout" button on the home screen, which there is not. In fact, there is not a Home Screen until you go through the steps I listed above and bypass the 3 payment options. You need internet access to use this treadmill.
Business Response
Date: 12/27/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company.

We would like to thank you for reporting the frustration on the specific process and we are working hard to make changes to accommodate all users. Although you are only using your machine in manual mode the ** code is an added level of security for your personal information.
If you have any further questions, please feel free to reach out to me. Thank you
Customer Answer
Date: 12/27/2024

Complaint: 22731687

I am rejecting this response because:
They did not address the question of how to use the machine without scanning the ** code and logging in on their website. Is there a way?
Secondly, they said the ** code is an added level of security for your personal information. That requires explanation. How does scanning the ** and logging in secure my personal information? This is a home treadmill, so there are no strangers who would use it and get my personal information. And if they mean that this allows there to be multiple home accounts, couldnt that be achieved without an internet connection?
To clarify, the key problem Im reporting here is that each time I want to use my home treadmill, I need to get permission from the iFit company via an internet connection. That is the problem. Rather than protecting my information, this requirement seems like an invasion of my privacy by iFit. I want a way to privately use my home equipment without needing permission from iFit.

Sincerely,

****** ******
Business Response
Date: 12/30/2024
Hi ******,
As long as you don't log out of your machine you should only have to scan the ** code once. After that it won't pop up. The personal info is pertaining more to those that have IFIT accounts but everyone has a ** code, this is something we have incorporated on all machines not just ones that have memberships. We apologize for the confusion.
Thank you
Initial Complaint
Date:12/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Nordictrack S22i commercial bike, that is 2 years old, I noticed that the monitor stopped going into night mode, and would stay on 24 hours a day, I reported the issue to IFit, they sent me instructions to try to fix the problem via email, this did not work, sent another report, they sent me another email with different instructions on how to reset the monitor by using a paperclip, I followed the instructions, the screen reset, then it went black and stopped working. I sent another report, they told me it was not under warranty, that I would have to pay for any work and to send a technician. I paid over 2000 for this bike less than 2 years ago, and I feel that a one-year warranty for such a costly machine is ridiculous. I was following their instructions, and it messed up my bike. I got to looking on Nordictrack blogs and this seems to be a common occurrence and that IFit is aware of their faulty control board, that does not last. This is a costly repair, plus under IFit instructions they wanted us to remove the pedal arm to get to the controller to see if that was the problem, we were unable to get the arm off, stripping the bolt in the process, so we cannot even get to the controller to determine if that is the problem. I think it's wrong that they know of the problem but refuse to fix it and it continues to cost the consumer a substantial amount to repair after spending a lot to purchase their equipment. I have several emails providing proof of our interactions.
Business Response
Date: 12/26/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account it does appear that a service has already been set up as of today 12/26. We would be happy to add 3 months of downtime to your ifit membership as a token of our appreciation. Please let us know if you would like this.
Thank you.
Customer Answer
Date: 12/26/2024

Complaint: 22727479

I am rejecting this response because:

Sincerely,

***** ******

The issue stems from an update to IFIT. I had no issue until they made changes to their software.
we have declined the update on our rower which they also would not repair while under warranty.
we have invested thousands in equipment and IFIT. Anything less than a complete repair (parts/labor) is insulting.
gratitude from the company would be to have all 3 of our distracts inspected and maintained while resolving the initial issue.
Business Response
Date: 12/30/2024
Hi *****,
We have confirmation that a service tech has been set up to come inspect your machine. Please allow 3-5 business days for the tech to reach out for scheduling. We've also refunded the service fee. Thank you
Initial Complaint
Date:12/23/2024
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.
Bought a treadmill for 999.99 3 years ago, just finished paying off the credit card for this, received a letter in mail to buy membership or product support may discontinue after sometime, i discarded this paper thinking I can still run the treadmill in manual mode. then 1 day the product stops in blank screen and unable to run at al, called ifit for support, they asked me to run a few steps and techs jumped to conclusion that the console is not working and need to replaced, to me it appears to be a software issue, this clearly seems to be scam and has affected many customers across the country. The techs do not want to investigate the issue and want customers to pay for console. The rest of the treadmill does not have any issue with motors or belt. They should at least have the ability to run the treadmill without the software but are not willing to share with customers.
Business Response
Date: 12/26/2024
Hello, ******,
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! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
Thank you for giving us as much detail as you could, this is very helpful, one question I do have is can you confirm if you have a blue bluetooth light that is lit on your console? also can you please confirm that you have lights on your controller board and there is a green light on your power adapter?
Thank you
Customer Answer
Date: 12/27/2024

Complaint: ********

I do not think the lights hold true to this device, there never was a light on bluetooth option to begin with.

Sincerely,

****** *******
Business Response
Date: 12/30/2024
Hi ******,
Thank you for confirming, please inspect the wiring in the back of the console to ensure that its not damaged and securely in place.
Thank you
Customer Answer
Date: 12/30/2024

Complaint: ********

I am rejecting this response because:
wiring looks good, the console has power and everything, the incline goes up and down and responds to the controller panel, its just the speed controller that does not respond d and the tablet.

Sincerely,

****** *******
Business Response
Date: 12/31/2024
Hi ******,
Could you send me a video of the issue to **********************? this will help me better see whats going on. please make sure you put your claim number in the subject line.
Thank you
Initial Complaint
Date:12/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the NordicTrack VU 29 on 11/29/24., It was delivered on December 2, 2024. ***** assembled the bike on December 5th. After they left the bike was extremely hard to pedal. I called customer service twice before I got any assistance. They scheduled an appointment on December 19, 2024. They arrived and said it was me and that the bike was fine. I had another appointment with Affortable ****************************** on December 23, 2024. The technician discovered that I it was not working properly because it needed part #** eddy mechanism and part #** resistance motor because 1 feels like 6 and above. I also was told that the parts will be shipped to me sometime in January 2025.! I would like a new bike. I will never purchase nor would I recommend buying anything from NordicTrack again. Not only is the equipment terrible the customer service is worse. This type of treatment should be unacceptable from a company such as NordicTrack!!
Business Response
Date: 12/27/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We appreciate your patience while we work with the tech to get this issue resolved. We are currently waiting on his tech notes from the service order. once we have those we will be able to assist you futher.
Thank you
Customer Answer
Date: 12/27/2024

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:12/18/2024
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.
Order Number: *********, Ceva Tracking Number: C86635126 On 11/05/2024, I ordered a treadmill from iFit. The following day, a salesperson called to sell me an extended warranty and offered to include a free heart monitor, which I accepted.I initially expected my treadmill to ship within a reasonable timeframe, but by late November, I had received no updates. I called customer service and waited on hold for over an hour, only to be told there was an issue with how my financing had been submitted. They assured me it was resolved and that my order would ship soon.The following week, I called multiple times, often sitting on hold for extended periods, with no clear answers. Finally, after four calls, I reached someone in Billing who informed me that my financing was short by $20, and this was why my order had been held for over a month. I was never contacted about this issue and only learned of it after repeated follow-ups.After resolving the $20 payment, I was told on 12/03/2024 that my treadmill had shipped. However, by 12/15, it still had not arrived. I contacted customer service again and was given a Ceva Logistics tracking number (C86635126) and told that the treadmill was in transit. When I reached out to ****, they had no record of this shipment.On 12/18, after more calls and lengthy hold times, I was finally told that the treadmill had never left iFits warehouse. Adding to my frustration, I noticed the treadmill is no longer listed for sale on their website, yet I fear that have already been charged thousands of dollars through the financing company for a product that has not been delivered.Proactive communication is nonexistent, forcing me to chase down updates on my order.This experience has been unacceptable, and I am requesting immediate action to resolve this issue. I need either the treadmill I ordered, a comparable treadmill shipped to me at the same price, or a full refund, along with the cancellation of the financing charges.
Business Response
Date: 12/19/2024
Hello *******,
Thank you for taking the time to address the issues you have encountered with your NordicTrack Commercial X22i. Your feedback is important to us as we strive to enhance our services. Our escalations team is committed to addressing matters that require executive attention. I will be your main contact for any further support you may require. I have already contacted our billing team and escalated the issue to our warehouse to determine the current status of your machine. You can expect an update from us soon. Please feel free to reach out if you need any more assistance.
Customer Answer
Date: 12/19/2024

Complaint: 22703776

I am rejecting this response because no resolution has been offered other than to talk to the warehouse. Id like to keep the complaint open until the product is shipped.

Sincerely,

******* *******
Business Response
Date: 12/19/2024
Hi *******,
We understand and are happy to keep this open until it ships. Thank you
Customer Answer
Date: 12/24/2024

Complaint: 22703776

I am rejecting this response because: as if 12/24, there has been no attempt to reach out to me outside of the BBB complaint to resolve this matter and the product still hasnt shipped. I have, however, already been charged for the four year warranty for this product and I was sent a paper copy of my warranty which began on 12/3.

Sincerely,

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

Business Response
Date: 12/30/2024
Hi *******,
We apologize for the experience you have had, we can confirm that your machine was lost in transit, we are happy to offer a refund or ship out another unit to you. It will be the X16i as the X22i is no longer available. Please let us know which option you would like us to continue with.
Thank you
Customer Answer
Date: 01/02/2025

Complaint: 22703776

I am rejecting this response only to keep the case open. I will gladly take the X16i in place of the product I ordered. Please let me know know the tracking number as soon as it ships.

Sincerely,

******* *******
Business Response
Date: 01/02/2025
Hi *******,
Your order number stays the same 2538180 and it'll ship out within 3-5 business days. Please let us know if you have any additonal questions.
Thank you
Initial Complaint
Date:12/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new Nordictrack treadmill in October of 2022 with iFit software. I only ran on it for a few months before sustaining a foot injury so I essentially did not use the treadmill at all in 2023. In January of 2024, my foot pain started improving and I was able to get back to running consistently. My iFit subscription at that point had lapsed so I just started doing the manual workouts which I was fine with. In about June of that year I started noticing problems with the treadmill. The belt would stop in the middle of a run and the console would freeze. An error message would also sometimes pop up saying that the connection to the machine was lost and I needed to "power cycle" the treadmill. I reported the problem to iFit but by the time I heard back from them, the treadmill seemed to be ok so I did not follow up. Not long after this, a software update was installed which occurred automatically. I started noticing more frequent problems with the treadmill after this, again with the conveyor belt stopping in the middle of a workout and the console freezing. I reached back out to iFit and we tried trouble shooting the problem and nothing worked. We got to the point where they actually sent out a technician to my house to examine the machine (which cost $150), and unfortunately despite his best efforts he was unable to resolve the issue either. This was around October of this year. I reached back out to iFit letting them know my issue was still not resolved and I received emails back essentially saying that my issue was resolved. I am aware that there is an active lawsuit against iFit as multiple other customers have experienced this same issue and are claiming that they were sold machines with defective consoles. What I would like is for iFit to offer me a real solution or at least acknowledge that no, my issue is not resolved as they claim, and tell me how they are going to help make this right for me.
Business Response
Date: 12/20/2024
Hi Cherren,
Thank you for reaching out, thank you for taking the time to work directly with us in email. We wanted to follow up with you and let you know we've submitted the order for a new console.Your order number is ICS9974667. Please allow 7-10 business days for shipping.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer Answer
Date: 12/20/2024

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 very much for working this out for me, truly appreciate it.

Sincerely,

Cherreen Tawancy
Initial Complaint
Date:12/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Regarding Failure to Service or Replace NordicTrack X24 Treadmill I am writing to file a formal complaint regarding NordicTrack's failure to provide adequate service or replacement for my NordicTrack X24 treadmill, which I purchased on 12/11/2024. The treadmill arrived Dead on Arrival (DOA).I spent approximately four hours troubleshooting the issue with NordicTracks customer service team, but no resolution was achieved. I requested to speak with a supervisor on two separate occasions, but the customer service representatives refused my request each time. I was instead promised a call back from a supervisor, but no one has contacted me to date.When I asked customer service for the name and contact information of a supervisor, they declined to provide it. Additionally, I was informed that a technician had been dispatched to service the treadmill at my location, but no technician ever arrived.Attempts to contact NordicTracks headquarters leadership have been futile, as all inquiries are routed back to the same customer service team. The overall experience has been extremely disappointing and unprofessional.I am requesting that NordicTrack take immediate action to either service or replace the treadmill as per their obligations under the warranty terms.Desired ************************* of the treadmill at my location, or Replacement of the defective unit.Please address this matter urgently.Sincerely,****** ****** ************ **************************
Business Response
Date: 12/17/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and issued a replacment machine. Your order number is *******. Please allow 7-10 business days for the carrier to reach out for disassembly and removal of the old unit.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you

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