Quenna A

Extremely frustrated

I've activated it registered it whatever and it still stuck on hello I haven't been able to use any of the features since I bought it last December I've gotten frustrated and given up on it time and time again
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Loss:
$7000
Cons:
  • Cant use it
Reason of review:
Access/ activation issues

Preferred solution: Let the company propose a solution

Anonymous

Lemon?

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Purchased a treadmill for ~$1700. I have spent more time talking with customer service to repair it than on the treadmill itself. It is ALWAYS broken. They always tell me "it sounds like this..." send me the part to repair it myself. How many times does a motherboard need replaced AND it still not work for them to send someone or send me a new treadmill??? Long enough that I had to purchase an extended warranty. This is absurd. I'm at the point of selling it for cheap/giving it away and buying another brand. This amazes me as my parents still have their nordictrack treadmill from when I was younger. After reading several other reviews, I regret ever buying this product. Just find another brand.
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Pros:
  • Easy ordering
Cons:
  • No one is held accountable and they brush it off
  • You spend money
  • Always broken
Reason of review:
Bad quality
Phil A Vmu

My treadmill would slow down during a workout in the manual mode. It would work fine in any IFit program, this started 3 months after receiving my treadmill. 3 month later no resolution.

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I have tried several of their recommendation to solve this issue, unplug & re-boot, loosen the belt. They also sent me a new board but the board they sent was not the correct board. Every time i call customer service it is a major wait time. The people answering try to help but it is all a ploy not to send out a service tech to resolve the issue even when I have paid extra for such service.
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Pros:
  • When it worked it the online runs were really good
  • Originally it worked great and we had no complaints
Cons:
  • Service and repair
  • Customer service and product quality
  • Defective equipment
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

Jarryd Yva

Machine not set up correctly

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I’m afraid to use this machine. It was set up INCORRECTLY I called about it, but nothing was done. I would like for the NordicTrack to be picked up and for my credit card to be credited.
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Loss:
$600
Reason of review:
Problem with delivery

Preferred solution: Full refund

Chandler Lyz
map-marker Dallas, Texas

Do not do business with this company

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Brand new Treadmill Making a noise They will absolutely Not send some to fix it just FaceTime you till you quite ,
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Kara D Xaa

Poor customer service

I've had my treadmill for about a month. The incline stopped working. I called customer service twice and they assure me that nothing is wrong with the treadmill though the incline/decline continues to not work. The treadmill is under warranty and they won't send anyone out to look at it.
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Loss:
$2
Reason of review:
Damaged or defective

Preferred solution: Full refund

Lilia R Qab

Late fees not reversed after resolution of Inquiry

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It took 6 weeks for me to get my unit and mean while I was billed for something that was not in my possession. When I got the bill I had a late fee, called put in a inquiry to have my billing pushed out and apparently NordicTrack has in their small print they can pre-bill you.

Long story , short I will denied (I never even received the letter saying my request was denied) and not only have to pay two payments in one month but the late fees too. I asked to have fees reversed but was denied. That made me super angry because I was told they would be by a supervisor. I was only paying my minimum payment until I heard back which took them 3 months to decide.

I was going to purchase more stuff when I paid this off, now I won't. This has been super upsetting.

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Loss:
$65
Reason of review:
Poor customer service

Preferred solution: I want the late fees access to my account removed

Savio F
map-marker Los Angeles, California

Will not honor extended warranty

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I got my machine after one was defect back in May 2017. I took the 7 years UTC extended warranty. Today my belt gave way and made a horrible noise. after sending pictures to Nordictrack, they said the machine is VOID because its in a garage. After explaining that its a complete finished garage with AC and FANS, they still did not barge and already puts notes in the system for ICONFITNESS not to honor! This is total BS and I will be taking legal actions with this company
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Lilia R Qab
map-marker Vallejo, California

Nordictrack financing will not reverse late fees accessed during Inquiry

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It took 6 weeks for me to get my unit and mean while I was billed for something that was not in my possession. When I got the bill I had a late fee, called put in a inquiry to have my billing pushed out 1 month and apparently NordicTrack has in their small print they can pre-bill you. Long story , short I will denied and not only have to pay two payments in one month but the late fees too. I was only paying my minimum payment until I heard back which took them 3 months to decide. I would avoid these crooks at all costs.
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Paula T Vgi
map-marker Kuna, Idaho

Don't do it!

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Updated by user Sep 16, 2019

I thought it only fair to NordicTrack and Icon Fitness to let you know that our problem has been resolved. After months of no response from Icon I messaged NordicTrack through FB.

I sent a copy of my correspondence with Icon and someone got back with me within a couple of hours and gave me a number to call. I did not want to be on the phone with yet another tech support person but I went ahead and made the call.

I was not placed on hold but was connected immediately to a tech person who seemed to know exactly how to get the problem fixed. I was off of the phone within about 10 minutes, left the treadmill on and they remotely made the updates necessary to fix our problem.

Updated by user Aug 21, 2019

Although I have emailed repeatedly I have still received no further response from icon fitness.

Updated by user Aug 05, 2019

The day I posted this review I received the following message from iconfitness: Hi , "Thank you for your patience, and I apologize for the previous handlers of your case. I can already see that there are more issues that run deeper than the shallow diagnostics given by my predecessors.

There are two things that I would like you to do before sending any parts or service (of which I will send out once I have the photo). 1. Is there a flashing LED on the circuit board, or is it solid? If there are flashes, it means that there is a wire that is loose on the circuit board.

2. With the power off, please check the wiring on the circuit board, as the wires can cause the issues to happen. Please attach a photo of the control board within the motor housing, as that will give me the information that I need to resolve this case. I look forward to your response.

Brian A - Icon Customer Care" I responded the next day with the pictures that were requested.

There has been no further contact from them. It has been two weeks and I have emailed three or four times asking for an update with no response.

Original review Jul 22, 2019
We purchased a treadmill from NordicTrack in 2017 together with an extended warranty. The machine has malfunctioned but we are having zero luck in getting icon fitness to rectify the problem. We have spend countless hours on the phone with them and in additional have emailed repeatedly.
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Pros:
  • Originally it worked great and we had no complaints
Cons:
  • Manufacturers warranty is useless
  • Extremely long wait on the phone
  • Service and repair
Reason of review:
Warranty issue

Preferred solution: I just want the treadmill fixed

Savio F

Will not honor extended warranty

I got my machine after one was defect back in May 2017. I took the 7 years UTC extended warranty. Today my belt gave way and made a horrible noise. After sending pictures to Nordictrack, they said the machine is VOID because its in a garage. After explaining that its a complete finished garage with AC and FANS and we live in California hwich is not cold weather, they still did not barge and already puts notes in the system for ICONFITNESS and UTC not to honor and keep the standard 4 years labor only! This is total BS and I am expecting Nordictrack to honor this and call me back.
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Loss:
$1
Pros:
  • Machines
Reason of review:
Warranty issue

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Brooklyn, New York

Problem getting money back..poor customer service

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Delivery guys informed me tread was too high for room..they didnt even take it off the truck..Norditrack promised me a refund..this is over a month ago...long hold times when you try to get through to customer service cant get through and they want to kerp $250 charge for setting up tread when they didnt do anythiing!Dont buy from this company..when i called on chat they tried to convince me to try again with the same treadmill..only in it for the money..dont care about their customers
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Denise D Xft

Very disaapointed!!!!!!!!!!

Ordered my Nordic Track Treadmill through Amazon. Arrived on time however the installer that put it together informed me the machine had the wrong parts package . We had wrong key ( to start the machine/electronics) and wrong bolts for the kick stand. Amazon referred me back to Nordic Track. Chatted with a customer service rep over a week ago. Still no parts. No emails to give me an update and been on forever hold for customer service for over 40 min. I have had my treadmill for 11 days now and have not been able to use it. Very disappointed in this company
View full review
Loss:
$900
Reason of review:
Access/ activation issues

Preferred solution: I need the correct parts kit shipped to me so I can actually turn on my machine and use it

GUY W Yme
map-marker Portland, Oregon

Additional charges added on to bill

Purchased RW200 Rower on line for $799.00 dated 7/9/2019 and nothing more. Bill showed $799.00. And open an account to buy over 12 months no interest. Went to my account and they along with the $799.00 added another amount of $318.00 with no explanation. I'm elderly but knew what I was doing and feel they are running a bait and switch on me. I need help!
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Emanuel O Vog

The worst service from NordicTrack - Waiting to Return Treadmill to company.

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I ordered a NordicTrack Treadmill on march 16, 2019: Order No. NT280****, Cost with taxes $2,027.23.

Plus installation/set up charge $199.99. Treadmill arrived at my home 1:00 PM on March 28, 2019 from Nonstop Delivery, Inc; Receipt #3145**** and left at 7:00 Pm and treadmill was not install or working. Delivery Company had two men and they stated they never put a treadmill together before. I call NordicTrack on next day to inform them that I had paid for installation/set up and it was not done.

I called NordicTrack on April, 4, 5, 6, 7, and 8 of 2019. I spoke to Sherry on the phone and she set up a date for a person to come out and install treadmill. The person never showed up and I called Sherry again and no one ever showed up. I called Nordictrack again this time I spoke to Christy and she sold me a warranty 179.99 on the treadmill and she set up a date and time that person would be out to install treadmill, again no one showed up.

I called NordicTrack again this time I spoke to a Sales manager (ken); I explained to sales manager that I was trying to get a refund at this point because the treadmill I purchase was not working and had not been set up. I was put on hold for 65 minutes and no one ever answer the phone. I called from another phone and was again put on hold and did not get any service or anyone answer the phone. I am a 71 year old man and do not know how to setup a treadmill.

I explained this when I ordered the treadmill and informed them I would need a set up of the treadmill. I paid the price of set up and no one ever set the treadmill up and made numerous appointments for set up and no one showed up to my home. I paid for a service and I never received the service and paid for a treadmill that do not work. I have request a refund from NordicTrack company.

Still getting the run around and have not received any call reference pick up of treadmill.

Treadmill still have not been pick up by Nordictrack. I will never order anything from this company.

View full review
Loss:
$2027
Reason of review:
Poor customer service

Preferred solution: Full refund

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