Complaints

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

close

Find a Location

Universal Technical Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Universal Technical Services

  1500 S 1000 W Logan, UT 84321-8206

• 

  Universal Technical Services

  PO Box 447 Logan, UT 84323-0447

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2023

  Type:Delivery 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 have an extended warranty for my treadmill and UTS is taking an unreasonable amount of time to send my parts. A controller was ordered Dec 8, 2022, and a console was ordered Dec 27, 2022; neither part has shipped, and the controller was ordered a month ago. I call UTS every week and they tell me the parts are in the warehouse but have just not shipped. How long does it reasonably take to send a customer parts and have the machine serviced? My machine has not been functional for nearly 2 months. Give me a credit for the machine and Ill order something new if you cant get parts.

  Business Response

  Date: 01/09/2023

  Thank you, for reaching out to UTS.  We appreciate the time you have taken to reach out regarding your parts orders.  We have confirmed that order ICS9557171 for the controller has shipped and is expected to deliver 1/11/2023.  The console is still on backorder from NordicTrack and we allow the manufacturer to provide the part and update shipping status for 60 days from the date of the parts order. You will receive an order confirmation email once the part does ship from the NordicTrack warehouse.  If you have further questions please reach out directly via email to **********************************.  Thank you.

  Customer Answer

  Date: 01/10/2023

   
  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. Please let me know when the console arrives and has shipped.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/09/2023

  I have an extended warranty on my treadmill and the console needs replaced. I originally called UTS and reported this Dec 27. I have continued to call every week about receiving the replacement part and get a different story every time. I was told the part would ship Feb 6 but that did not happen. I again called Feb 8th and the rep told me they have the part but no idea when it would actually ship. I dont understand why its taking so long to ship a part UTS has in stock. Please either ship the part or provide me a credit to order a new treadmill. My order number is ICS9568800.

   

  Desired Outcome: Please send the console or provide me a credit to order a new treadmill
  

  Business Response

  Date: 02/10/2023

  Thank you for reaching out to UTS regarding your recent part order, the manufacturer has determined that a new console is needed as a result of a recent API3 error indicating the software will no longer load on console.  The UTS service plan does not actually cover software associated issues though in this case we are trying to assist you by honoring parts and service to restore your product.  The manufacturer has a backorder of consoles and on orders where we do honor parts coverage we allow 90 days from the date of the order for the manufacturer to provide parts shipment before any action is taken.  In the event that this API3 error is not something covered under the UTS service plan we have 2 options: either you can continue to wait for the console to ship and be installed under the service agreement or you can contact the manufacturer directly to address the root complaint.  In your response we will just need to know which option you choose so that we can either continue the claims filed or cancel the claims under the UTS service contract.  Thank you.

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I will continue to wait for the console to ship and be installed under the service agreement.  Thank you 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended service plan with United Technical Services on 21/1/2020. My agreement number is ********. Every time that I contact UTS for annual preventative service as per the plan, there is always difficulty with the UTS' call center. Several calls always have to be made on my part due to errors by the representatives. The current issue is that I contacted UTS on 11/5/22, to have them send to me a replacement treadmill belt. I was assured by operator Jennifer #23, that I would receive the belt in 7-10 days. I called UTS and spoke with operator Kestley #6, informing her that to date, I had not receive the belt. Kestley informed me that the belt was out of stock and it would be received on 12/12/22. Today is 12/19/22 after on hold for over 35 minutes, I was able to speak with Jennifer #23. I informed her of the timeline conversations and that I get no update from UTS ( I always have to contact them and am always placed on hold for a ridiculous amount of time), and still have no belt for my treadmill. Jennifer provided me with the excuse that the delay is that the item is "probably" held on port and there is no definitive time line when the belt could be expected by UTS to send out to me. I am completely disappointed and dissatisfied with the lack of customer service of United Technical Services. The communication form them to get me to purchase a service agreement was the total opposite of the lack of communication and customer service once they receive my payment.

  Business Response

  Date: 01/23/2024

  Thank you for reaching out to UTS.  *********** pertaining to the complaint was for a maintenance check where no issues were identified with the product other than a concern of wear on the belt.  As a precaution the agent ordered a belt although it had not failed and UTS agreed to install the belt at the same time as the maintenance check.  Had the belt order from the manufacturer been cancelled the service could have been completed at an earlier date but it was desired that the belt be replaced so services were delayed until the belt arrived due to no breakdowns reported.  The member to date has now utilized their final maintenance of the 4-year contract and is covered strictly for parts and labor for breakdowns.  Thank you.

• Initial Complaint

  Date:12/07/2022

  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.

  My pro form treadmill, has been broken for over 2 months. It has a power issue and I called the warranty company and they mailed parts to me and he technician came out and wasn't able to fix the problem. I never heard back from the company for weeks so I called the warranty company back and they kept telling me that someone would get in touch with me within 48 hrs. That never happened and I keep calling back and keep getting the same response, but the problem is not being fixed or addressed. I've emailed the technician company and never heard back. This is an ongoing problem and when I did my research. I see that I'm not the only one having this experience. The warranty dictates that if it cant be fixed then they should replace the product.

  Business Response

  Date: 12/09/2022

  Good morning ******************,

   

  We have reached out to the technician company assigned to your service, we have received a report back that you are scheduled for service on 12/14/2022.  Please let us know if there is any additional information or assistance needed at this time.

   

  Thank you,

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18538124
  
  I am rejecting this response because: They have told me this time and time again about getting a technician in which they've never came. The only way I'm going to accept this response is after the technician visits and is able to remedy the issue in timely fashion, in which I've already waited 2+ months for this issue to be solved.  If the is not solvable then I would expect a replacement machine, based on the warranty,.

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

• Initial Complaint

  Date:11/21/2022

  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.

  *** had the displeasure of having to work with UTS two times now for my Nordic Track Warranty. I have been trying to get a technician to come out for over 5 months via Email with Icon Fitness only to be told at the very end of the corrospondence that I had to contact the UTS team rather than iFit team. I have now tried calling the UTS team 5x times. Two times I was able to get into contact with the first customer service agent who pulls up my warranty, and says I must speak to Service and Parts to do walk-through troubleshooting over the phone, at which point they will order parts and send a technician. Twice now I have been on hold for TWO HOURS only to be hung up on without even a "hello". I am now on my third call and just sitting here on hold as I write this complaint. I cannot even USE my warranty because I cannot get into contact with anyone. This is absolutely ridiculous and if this is how it will be, then I want a refund on this garbage.Not sure how this company gets away with this absolute garbage service and Nordic track does nothing about it.

  Business Response

  Date: 11/22/2022

  Thank you for taking the time to speak with me yesterday so we can move forward to setting your claim.  
  
  
  I called you by phone today because you are requesting a refund via a BBB complaint.  Do you want your machine fixed or do you want a refund of your service contract?  Please let me know as soon as possible so we can move forward with your request. 
  
  
  We appreciate you providing additional details about your situation via a BBB complaint.  Your feedback is much appreciated!  We appreciate your continued patience as we move forward to settle your claim.  
  
  
  We are truly sorry to hear the wait times endured between our departments while bringing your machine to manufacturer's specifications.
  
  
  I understand this has not been a quick fix and understand this process has been frustrating when needing service.  I sincerely apologize for that.  I genuinely want you to enjoy your machine, and be confident with your purchase.
  
  
  Should you want to continue with part and service the technician should be contracting you to schedule service. 
  
  
  I'm sure that you will continue to love your product once you are able to have full use of it once again.  
  
  
  Please let me know if you're wanting a refund of your service contract or a technician to complete the repairs.

• Initial Complaint

  Date:10/10/2022

  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 **************** Plan (***)for a Nordic Trac Bike that I had to sell due to hip surgery. The *** purchsed was valid from 3/18/21 to 3/18/25. I requested a refund of the unused balance of the *** on 8/30/2021. I have been promised a refund for the past 2+ weeks but still no refund. They said a check was mailed but that's simply not true as never rec'd. They now say another check will be mailed soon. Refund should be i n the range of $90.

  Business Response

  Date: 10/14/2022

  We have confirmed that the original check that was mailed has been voided due to the report that the check was not received.  A new check has been printed and has been inserted into circulation with ***** please note that the refund check is from Universal Technical Services.  We are committed to ensuring that this process is completed and that you do receive the funds due back to you in accordance with the cancellation policy.  If you have not received your check within 10 business days please reach out via email to **********************************.  Thank you. 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18191580
  
  I am rejecting this response because:  It has been 44 days since I asked for the refund.  I ask that they send me a copy of the first check sent as from e-mail correspondence I can tell that no check was sent and I have e-mail to prove that. I enourage BBB to publish this as anyone purchasing these plans with their Nordic Track exercise machines should look elsewhere other than Nordic Track or any health equipment backed by this company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  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 treadmill (model NTL11219) from Nordictrack in early 2020. I also purchased an extended warranty at that time (agreement plan number is ********). Around three weeks ago, the screen on the treadmill went black and the entire machine stopped working, and I haven't been able to restart it since. I emailed iFit support on July 9 and they told me to email ************************ I've sent three emails since to that address with no response. I also emailed ******************************* to see if I had better luck there. No response. I also sent a service request through my account on their website, which has my treadmill and the warranty registered. No response. I just want someone to fix my treadmill, per the conditions of my warranty. And I don't want to be told to call some number and sit around waiting for hours. This is the last recourse I can think of before getting someone else to do the repairs and then sending Nordictrack the **** and also demanding a refund to my warranty, so I figured it would be worth a shot before going down that route.

  Business Response

  Date: 08/12/2022

  I have a claim file for this member that was opened on 8/8/2022 for a reported console issue.  UTS has ordered parts and requested a technician once the parts arrive.  The parts according to the tracking link show they should arrive today 8/12/2022 by the end of business for the shipping company.  This has been communicated via email back to the member as recently as today.  If there are further concerns please let us know what specifically we can do to assist, though the process established to repair the unit is in motion and the technician should be reaching out to schedule a service appointment once the parts have a confirmed delivery.  Thank you.

• Initial Complaint

  Date:07/29/2022

  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 been waiting three weeks to replace a broke drive belt on my treadmill (NordicTrack x32 Commercial). That part breaks 2 time in a row with interval of less than a month. I finally received the part almost a week ago and was trying to contact a technician performed repairs the last time and I was promised that someone would contact me soon, but nobody did. This is the 3rd time my treadmill breaks this year (and I believe it has frame damage as it shouldn't break that often, I also hear knock sound when I run and I mentioned it the last time to technician), every time total waiting time for repair is more than a month and every time it is pain to get someone to come and repair it. Every time it is a lot of messages and phone calls and promises, I feel myself like I need to beg UTS to come and to do their job although I purchased a service plan with them... The worst customer service ever, no responsibility at all, no follow up, seems like they just don't care. I was able to use my treadmill 2-3 months maximum this year due to very long part shipping and long time to wait for UTS repairs.I want someone to come and fix it! Also, I want that person to perform an expertise to understand why the treadmill is so unreliable and continue failing after very short periods of time

  Business Response

  Date: 08/03/2022

  Thank you for reaching out to Universal Technical Services, we are pleased to provide a response and add some additional clarity to the Service Agreement purchased.  To begin, the Service Agreement went into effect for Labor Coverage on 5/12/2022, the Parts Coverage is still provided under the manufacturer warranty and will not take effect under the Service Agreement until 2/12/2023.  The first claim filed for Labor under the Service agreement was 5/16/2022, it is uncommon for a belt to break during the ownership of the product much less multiples.  If the issue continues to occur the member will be referred to the manufacturer to discuss the reported issues.  However, where the coverage just took effect with UTS in May 2022 we have requested a service technician when the manufacturer has requested parts and the technician has been out to the home as outlined in the Terms and Conditions of the agreement.  We will continue to work with the manufacturer when parts arrive and the technician to ensure that the unit is serviced and repaired to manufacturer specifications.  If you have concerns regarding the length of time for shipping of parts or the functionality of the product please reach out to the manufacturer member care team.  Thank you.

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17645131
  
  I am rejecting this response because:

  May 2022 was the first time the belt broke. The last time it broke was July 6 2022 and I received the part on July 26. And I contacted support twice on July 28 and August 1st,both times I was told that local contractor would contact me within *************************** yet.

  Also, what is the purpose of this "extended warranty" plan if I have to coordinate between manufacturer and UTS myself? I bought this plan on the NordicTrack web site and it was advertised as "extended warranty" which in my opinion assumes that for me as a customer the claim process shouldn't be changed. so please explain me who should be responsible for repairs from end-to-end? Who should order parts and then schedule repair itself after it arrives? Correct me if I am wrong, but UTS might not be responsible to pay for parts, but in my opinion (and I believe what I paid for) it is responsible for repair including coordination (and placing an order) with manufacturer for parts. So I want my treadmill to be repaired! 
  
  Sincerely,
  
  Dmitrii Kaluzhin

  TRANSLATE with x

  English

  Arabic	Hebrew	Polish
  Bulgarian	Hindi	Portuguese
  Catalan	Hmong Daw	Romanian
  Chinese Simplified	Hungarian	Russian
  Chinese Traditional	Indonesian	Slovak
  Czech	Italian	Slovenian
  Danish	Japanese	Spanish
  Dutch	Klingon	Swedish
  English	Korean	Thai
  ********	Latvian	Turkish
  Finnish	Lithuanian	Ukrainian
  French	Malay	Urdu
  German	Maltese	Vietnamese
  Greek	Norwegian	Welsh
  Haitian Creole	Persian

  TRANSLATE with

  COPY THE *** BELOW

  Back

  EMBED THE SNIPPET BELOW IN YOUR SITE

  Enable collaborative features and customize widget: Bing Webmaster Portal

  Back

  Business Response

  Date: 08/10/2022

  UTS has worked with the technician to ensure that an appointment is scheduled in order to repair the unit.  The technician has confirmed a service appointment for August 15, 2022.  Once the technician has been out to the home and the unit has been serviced the claim will be closed.  Thank you.

• Initial Complaint

  Date:07/18/2022

  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 bought an extended service warranty for my Proform treadmill and paid good money for it. When I email or call in for service the response time is weeks. I use my treadmill daily therefore the warranty was purchased. Now my treadmill just stops mid run and Ive sent them what theyve asked and its been almost a month, nothing is resolved and service hasnt been sent to my house to address my concern. Awful service!

  Business Response

  Date: 07/18/2022

  Thank you for reaching out to UTS, we are happy to assist and ensure that your product is restored to working order.  However, based on our systems this most recent claim filed on 7/18/2022 we have not record of email or phone communication within the last 30 days.  Your coverage for parts on your product is still under the original manufacturer warranty and I believe that all of your inquiries would be sent to ProForm directly.  UTS only received the parts order from ProForm today on 7/18/2022 and we proceeded with service claim.  Once the parts that have been ordered are delivered to the home the service technician will schedule a time to come and service the unit.  Please provide UTS with the communication you have sent via email or calls placed during the last ************************************************************************************************************************************** your future.  Thank you.

• Initial Complaint

  Date:07/06/2022

  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.

  My first call on this repair issue to Universal Technical Services was on January 19, 2022. The fact that supervisors at UTS hide behind the operators (customer service reps) is frustrating and irritating. I have asked for a supervisor many times in the past 6 months and have been told they do not interface with customers. Several times a technician has been to our home and requested a part be sent to me. I have had to follow up constantly because for some reason there is a disconnect between UTS and the technician dispatched by a third party, 3XM. The interaction between UTS and 3XM is filled with miscommunication and lack of follow up. My initial service call was to repair a cable on the Nordic Track CTS machine. After several visits by 3XM, the cables at the base of the machine still do not work properly. This is the worst customer service I have ever encountered. I certainly hope someone can help. Thank you.

  Business Response

  Date: 07/07/2022

  Thank you for reaching out to UTS and providing our team with an opportunity to turn around your recent experience.  We have reached out to the technician and have placed an expedited order for the parts the technician deemed are needed to repair the unit.  These parts should arrive within 4 business days beginning 7/8/2022.  The technician company will also be in contact to tentatively schedule an appointment to come and complete the service on the unit.  We are monitoring the system to follow up with the technician to ensure that they reach out to ensure the service is completed shortly after the arrival of the requested parts.  Should you have any questions in the interim please reach out to UTS via email at **********************************.  Thank you.

  Customer Answer

  Date: 07/20/2022

  ***************************** from 3XM was at our home last Tuesday, July 12th for several hours and was able to finally repair the machine.  He had to re-work some of the prior techs work.  

  
  

  Since my first call to UTS was on January 19, 2022, it took 6 (SIX) months to finally get the repair I had requested back in January.  I kept copious notes on all my calls to UTS and what I was told during those six months.  Since I do still like and use my CTS regularly, this was a particularly time consuming and frustrating experience.  I was lied to by several UTS operators and once I became a chronic caller, I received horrible customer service.  Parts were ordered by a 3XM technician and UTS sometimes ordered the parts with no follow up.  At one point I was told by a UTS employee that a part ordered by the 3XM tech would not be ordered because I did not need that part per a supervisor.  I insisted the tech specifically said he needed that part.  By the end of the day, I received a copy of the order for the part.  This nonsense went on for 6 months.  

  
  

  I was promised verbally by ********, Operator 23, on March 23, 2022,  that my iFit membership would be extended for the time the machine was not operational.

  In addition, I am requesting my 4 year warranty be extended by a minimum of 6 months as well.  

  
  

  Thank you,

  *************************

  
  

  
  

  *************************

  1370 **********., #***

  ****, **. 94558

  ************

  ***************************

  
  

  Business Response

  Date: 07/21/2022

  Thank you for reaching out to UTS to confirm that the service has been completed.  We have received your email directly as well as a continuation to this BBB complaint.  We understand the frustration for the downtime the unit experienced and although we do not add downtime for a product during which it is experiencing repair we will in this case make an exception on your active contract.  The total amount of days that the unit has been out of commission is 174 days, the cost broken out for ***** days of the total contract is $0.12 per day.  Therefore, we could process a partial refund of your contract in the amount of $20.88.  If you would like the proposed refund you will need to reply to this claim and we will process the refund via check.  Thanks. 

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17530634
  
  I am rejecting this response because:

   

  I am shocked and offended at your response.  I personally called UTS at least 20 times trying to get my machine repaired.  I find an offer of a refund of $20.88 to be very offensive.  I asked for an extension of my warranty...not a refund.  In addition, you did address the fact that I was promised an extension of my iFit membership for the time my machine was virtually unusable.  In addition, it was recommended to me to reach out directly to UTS via email.  Of course, I did not receive a reply to my email.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/27/2022

  Thank you for your response to UTS, we are not offering to refund and cancel the agreement rather just a refund for the amount of days the unit is stated to be inoperable.  We do not offer extensions or change dates for the terms that were originally purchased which is why a refund for the time frame was offered.  Additionally, we cannot respond to the request for an extension on an iFIT membership because we do not manage iFIT memberships and are not authorized to speak on their behalf.  That request would have to go directly to ifIT memberships member care team.  We understand your frustration which is why you have been offered a refund directly associated to the purchase price of the service agreement you purchased and the plan will remain in good standing until the specified expiration date.  If you want to receive the refund please reply, if you do not reply we cannot proceed with the request for 'compensation'.  Thank you.

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17530634
  
  Once again, I find it difficult to believe that a company like yours gives such poor customer service.  I did contact iFiT as you suggested.  They were shocked that you were unable to coordinate with them regarding my request to extend my iFIT membership.  It sounded like you actually work in the same building!  They quite graciously were able to extend the membership.

   

  Under protest I will accept your inadequate compensation for the partial refund of my contract in the amount of $20.88 which I will consider as a down payment for the damages owed.  I plan to pursue this issue with Nordic Track as they apparently contract with you.  I believe they will be horrified to hear of your inadequate customer service and support, or rather a lack of support and service.  

   

  I'm surprised someone in charge at UTS has not read all the horrible reviews on the BBB site.  I plan to post one as well voicing my discontent.  In this day and age of social media and transparency, I would think someone might be interested to learn of all the problems.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NordicTrack S22i bike in January 2020. Within the first weeks, it broke and needed a new starter switch and when that didn't work, a new control panel. The bike was completely inoperable for 2 months. It's now 2 years later and I have had 3 control panels replaced, resistance and incline pads replaced and now require parts to rebuild the incline itself. Out of the 30 months I have owned this bike, it has been fully inoperable for 4 of those months. Even when it worked, the software stops at any given moment. My extended warranty will expire in January 2023 and I do not won't to coble together any more pieces so that I end up with an inferior bike and no warranty. The service calls start at $195 just for someone to come and tell me my bike doesn't work.

  Business Response

  Date: 07/07/2022

  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.

  
  In looking into your account today, we see that the technician has requested additional parts to repair your machine. The tech has reached out to our service coordinator and they were able to order parts for you and set up a service order as well. Your part order is **********. You can track that at the link below:
  https://my.ifit.com/MC/s/order-tracking

  
  Your service order number is **********. The technician will be scheduling an appointment with you once all parts have been delivered. 

  
  Once your appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services department at ###-###-####.

  
  Thank you 
  

  
  

  Customer Answer

  Date: 07/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: the response is completely unacceptable. I have a bike that doesn't work.  It will be five weeks tomorrow.  So basically after 30 days, you do not care if the $3,000 I spent on your bike no longer works.  Does customer satisfaction mean absolutely nothing to this company? 

  How about you even offer me a substantial discount off a new bike, which hopefully is not a complete lemon?

  
  Sincerely,
  **** *****
  

  Business Response

  Date: 07/27/2022

  Thank you for reaching out to UTS, the first reported issue where the parts coverage was covered under the UTS service plan started on 6/16/2022.  All previous parts orders requested to service the product were done under the manufacturer parts warranty through NordicTrack Member Care.  The claims for downtime listed in this complaint occurred while under the manufacturer warranty not during the UTS parts coverage.  The member does not qualify under the UTS service agreement for a replacement, the service agreement is in place specifically to repair a unit as needed at our discretion.  The service requests and parts that are associated to the UTS service agreement do not meet the terms for a replacement and we would refer you to NordicTrack Member Care if your complaint is regarding the quality of the product and downtime experienced while under the manufacturer parts coverage.  UTS is more than happy to continue with parts and service on the unit as needed under the terms and conditions of the service agreement.  Thank you.