iFIT Health & Fitness
Reviews and Complaints

We have an extended contract on a Nordic Track treadmill we bought and between my husband an myself have spent 3 45 minute sessions today on hold trying to get service with UTS. What do we do now? Spend 1, 000 for a new treadmill when the belt is just loose. What a complete rip off. UTS should be out of business or in jail.

This is the worst customer service I have ever dealt with in my life, which is why I'm online searching to see who else has had these problems. I've been on hold for at least 40 minutes ever time I call and many days I get no answer. The repair person who came out to fix my machine said it's unrepairable and sent the info/pictures to UTS. Now, UTS claims they don't have them, they promised to have a manager contact me back, which never happened.

I do have the manager's number, which he hasn't answered as well. This company absolutely bl*ws!

I was on hold for over 45 minutes trying to talk to someone about my service contract. My treadmill has needed service several times and each time I call UTS, I wait over 45 minutes on hold before talking to someone. I've spent hours on hold and they are unable to fix my treadmill. I've had the roller replaced, deck replace twice, motor, walking belt and the drive belt replaced. This treadmill is a piece of junk and the UTS doesn't help!

I purchased a Nordic Track Treadmill from Sears in April of 2008 - total cost was about $1100, which included a 3 year comprehensive warranty. Less than 2 years later: the belt has ripped, the belt tension adjusters have fallen off, the latch to hold the treadmill up when not in use has broken, and now the console is malfunctioning. Apparently, Nordic Track does not build treadmills for people who actually use them.

Consequently, I have had to call in multiple times for warranty service. There is a minimum hold time of 25 minutes to get anyone on the phone. Customer services reps are very rude, and completely unable to diagnose the problem. They have sent out the wrong parts to me. Correct parts have been out of stock. Checking an order status on their web site never yields any results (even after I have actually receive the part! "no information was found" is the response that is received).

My treadmill has been out of commission for 10 days, and I have no repair date in sight.

Don't deal with these guys. I have a nordic track treadmill purchased through Sears. They pushed the extended warranty and I bought. ($475 for 5 years) Now I want to use it and can't get anyone to answer the phone at Universal Technical Service, I'm holding as I type for over an hour. Couldn't get through last night either. Called Sears, they were useless and of no help. So Don't buy from SEARS, Don't get and extended warranty from Universal Technical Services, and Avoid Nordic track unless you want to throw the equipment out the minute something goes wrong.

I own a NordicTrack treadmill purchase in Sears. I purchased the extended warranty for 3 years with United Technical Services. My treadmill is presently making a noise like a train & I have been trying to contact UTS for the past 10 days & have not been able to get past the music they play when they put me on hold forever. Sometimes up to 20 minutes, which I don't have to spare, since I am an extremely busy person. I finally gave up on them.

I have been trying to contact someone since November. I have an extended warranty on my eliptical and wanted it serviced before 12/31/08. I have been on hold every time I called. No one has ever answered. The longest time I was able to hold was 50 minutes while making dinner. No answer. I called Nordic Trac to see if they could link me. I was told they could link me and put me on hold. They came back and said I would be contacted before the end of day. It is two weeks later and I have not received a call. Now I am on hold again for 44 mins. Is there one person servicing the entire country? I paid to have my equipment maintained but you don't make it easy. I just purchased a top of the line treadmill with a service agreement. I'm sorry I did. I wish I would have discovered this website before I made the purchase. I don't have time for this aggravation.

We purchased a ProForm Recoil Home Gym. The retailer that we purchased it from is out of business. We did not receive the workout DVD that comes with this and had made several attempts at obtaining this. My husband and I have called 10 different phone numbers for this company and were on hold a grand total of 3 hours. This is absolutely horrible customer service. I have never received such poor customer service from any company, large or small. I will be sure to pass this on to any friends, family or folks that I see trying to buy a piece of their equipment.

I bought a treadmill and it had missing parts. When I called their customer service, I was sent on a tour of every single department in the company. Finally, I was put on hold for 45 minutes before I could talk to a person. When I talked them, their computer did not have any details of the product I bought from them. They collected the complete order information once again including my name, address, phone number. I wonder what kind of company sells you an item for $1, 000.00 and does not have a record of even customer name and address. I am still waiting to receive the missing parts. If you ever buy from Icon, pray that you do not need to contact Icon for service.

I bought an elliptical from Nordic Track with a 3 year warrenty. After about 1 year, it started fall apart - literally! My wheels started shattering and the ellitical started running poorly. I called UTS for a tech and one came out and he fixed the wheels however completely tore the back end of the elliptical apart. He said he need to order a bunch of new parts and just left the machine's parts all over our floor. He left and it took the tech over 1 WEEK to order the new parts only to have one on back order for 4 MONTHS. After calling and complaining every month - the manager of UTS agreed to allow us to have a new machine (an upgrade since our machine was no longer sold through Nordic Track) and finally after the 4 months of pain in the ### service from both Nordic Track and UTS, we got a new machine only to fall apart within 2 months of owning it. I would NEVER buy from NOrdic Track AGAIN. Their products are horrible and the customer service is just as bad.

I purchased a 3-year extended warranty on a Schwinn exercise bike through The Online Exercise Bike Superstore. I was not told at purchase who the warranty company was so when the bike broke (in the final year of the warranty), it took three phone calls to finally obtain the UTS phone number. Once I got past the initial validation of my warranty, UTS processed the claim. I received a message the following week that parts had been ordered. Three weeks later I still don't have parts and nobody at UTS can verify whether or not they have been ordered. They have told me that only one person at UTS is able to either confirm the parts were in fact ordered or order them if necessary. Then they inform me that one person has left on his honeymoon for two weeks. When I asked why my call had not been returned in the past week and half BEFORE he left on his honeymoon, other UTS reps had no response. In the meantime, my bike has been out of commission for almost a month. If I don't miraculously receive my parts before the one person at UTS returns from his honeymoon, it will likely be 2 months between my first call to UTS and the repair of the bike.

I purchased a Nordic Track ACT elliptical on-line, October 26, 2009, through the USA for $899.00 with FREE shipping because I was paying in full and not financing the payments. It was clear I would be billed at the current exchange rate (which btw was $1.08)

There is a customer review on the US website for the Nordic Track ACT from a _Canadian_ who not only managed to receive their ACT through the US for the same offer, but received an additional 10% off that was made available to online orders 2 days after they placed their order...ONLINE.

I received my payment notice which clearly indicated a price of $899 USD and there was NO SHIPPING charges and a note that tax would be calculated for the province.

October 30, 2009

I called the 800 number I was provided, to track my order, I was told I had to call the Canadian office. 2nd phone call and I'm told I will not be getting the Nordic Track, the order was canceled. However, I could place anorder through the Canadian Division at the Canadian price.

Now Icon has my PERSONAL information as well as my Credit Card DETAILS and I'm told they have canceled my order and no one bothered to contact me!

The Canadian Division gave me a price of almost $1000 using an exchange rate of $1.14. They told me that was the RBC rate that day...Royal Bank of Canada only charges 2 cents on the dollar...that means Icon is tacking on an additional 4 cents per dollar to the cost of the ACT and therefore they had just pulled bait and switch with their hidden fee.

On top of that they insisted on charging me $150 delivery.

I told them NO. I would not re-order it.

I demanded proof that all my personal information including Credit Card details had been destroyed.

I sent an angry email to the sales manager, Josee, in Montreal Canada immediately after the phone conversation. That was on October 30th, 2009. She forwarded it to Travis Cox in the USA who immediately emailed me asking for a phone number so he could call me. I responded back with my phone number right away.

I NEVER heard back from him nor anyone else.

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Fast forward to November 18th 2009. I find my Credit Card has 2 charges by ICON Fitness for almost $1000. The charges had been made on November 15.

I emailed a high priority to Travis Cox to call me and to credit my Credit card IMMEDIATELY.

NO ONE contacted me and it is now January 4th, 2010!

I of course refuted the charges with my Credit Card company and the 45 days they gave ICON has now come and gone...but the charges and INTEREST are still there.

I'm invoicing ICON Fitness for MY time to date as I'm a business owner.

DON'T GIVE ICON/NORDIC TRACK YOUR CREDIT CARD INFORMATION!

I order a part from them and after working with them for 8 weeks now I still have not received the part. At first the part was on back order. Then I was told the part was in there warehouse. At last call the part was in there warehouse for 3 weeks now. They told me there was nothing they could do to speed up the process and they had no contact information for the warehouse. I asked for there manager and he told me my part could ship tomorrow or 3 weeks from now that they could not give me a date. I asked if I could cancel my order and order via some other company but was told that I still may be charged for the part if it ships even if I cancel my order. I am very unhappy with this company. I feel sorry for the people that may order 5 year warranties on products due to the fact that it may take 6-15 weeks for there product to get fixed due to parts not shipping.

We placed an order for Nordic Track Treadmill #A2350. As you can see we were shipped a Pro-Form 5.5 Cross Trainer, which is being discontinued. Our experience with Nordic Track was a horrible experience, starting with the missing bracket, key to start a machine and ripped manual.

Talking with your Billing and Returns department was worthless. They want us to repackage the machine and cart it back up from our basement, even after I told the department manager that we are an elderly couple and could not do that. She of course offered a complete reimbursement of our money or the correct treadmill to be shipped if we comply with her request. I on the other hand would liked Nordic Track to come and pick up the treadmill and bring us the correct one and place it in our basement. That request fell on deaf ears. She then proceeded to offer a 10% discount on the discontinued treadmill that was sent. I told he that hardly seemed fair considering that model is not be made anymore and will probably be discounted more than 30%, so she upped the offer to 15%. Since you guys at Nordic Track have us between a rock and a hard place, I had no recourse, but to accept that offer.

So now we have a treadmill that is being discontinued by Nordic Track instead of the #A2350 Nordic Track Treadmill that we ordered.

We have worked in big business and if you make a good product you stand behind it and if you screw up you don’t make your customers suffer for your lack of attention to details. Customer Focus Training might be helpful for your company. We feel you have inadequately served us in this whole mess.

My treadmill has a problem - the belt is slipping. I placed a complaint call end of August, 2009. I have placed five calls so far (each time waiting for an extended period on the phone to get the response). Here is a sequence of calls.

Call 1 - Last week of August - placed a call stating that my Nordic trac tread mill isn't working

Call 2 - Around second week of September - called to find out the status. I was told that the parts are being shipped

Call 3 - Since I didn't receive the parts - I called a week later. I was told that UPS had delivered the parts and left it at the front door. the operator was rude

Call 4 - Immediately, i called again hoping to get another operator. he checked the order and came to the conclusion that it was delivered to a wrong address in my town. This address had no similarity with my address (which is in your computer system). The operator promised me that they will be expediting the parts

Call 5 - September 28 - i called to find out why parts haven't arrived. I was told today that the parts are not available (for the brand new Nordic track treadmill) and will be available on October 19th - what a joke. My question was what was then shipped to the wrong address and what was the operator expediting - is this all a lie.

In essence, i have called 5 times (so far) and the problem is not fixed.

I wish to complain about the poor customer service of UTS. We own a NordicTrack treadmill and all I want to know is where to find an approved repair service for our machine. I do not believe it is under the service contract at this time, however, it would be appreciated if UTS representatives would be courteous and not leave me indefinitely on hold or cut me off while on the phone.

I have called UTS 6 times this evening, have waited ON HOLD for about TWO hours, and have even left my number for them to call me--which someone did, but then put me on hold again and then cut off after so long a time lapse.

The last time I called this evening, after the long period on hold (and thinking I would actually GET someone to help me--the company's automated answer was to tell me they were "closed" for the day.

Good ruse!
Get the customer to stay on hold LONG enough and then you can be closed for the rest of the evening and never have to deal with the inquiring phone call!

I find this company, Universal Technical Services, extremely poor in their handling of customer services, very rude in their phone etiqette and

downright DISHONEST in the fact that they actually TELL the customer on the phone that "someone will help you..." and then they cut off the person's call!
This is the poorest excuse for so-called "customer SERVICE" that I have EVER had the misfortune to experience!

SHAME ON YOU, UTS, for being so rude and dishonest! This is not customer service--it's customer abuse!

It has been my experience just now not to purchase the extended warranty from Sears when it comes to exercise equipment. We purchased a NordicTrack Audiostrider 990 on March 11, 2008. We now need warranty repair. After calling Sears, they told me that I needed to contact Universal Technical Services, who offers the extended warranty through Sears. They told me that NordicTrack warranty covers the frame, motor, parts and all labour charges for one year. This is correct according to the NordicTrack website as of today, June 9, 2008. UTS told me that I needed to contact NordicTrack which I did. NordicTrack wants me to go to a hardware store and purchase tools to take apart the machine and to mess with the flywheel to solve the problem that we have with our NordicTrack elliptical trainer. I am not comfortable doing this labour since 1) Sears sold me an extended warranty which was supposed to cover everything for 3 years. 2) UTS is the company that offers and is supposed to honour this 3 year warranty and make needed repairs as needed. 3) NordicTrack should honour their policy of covering this product for one year.

I purchased the 3 year extended warranty and should have this warranty honoured from UTS. They should cover all warranty related issues. I was asked by a representative at UTS..."Well, would you like to use your once a year (annual) maintenance visit now?" NO! I shouldn't have to use my "once a year" maintenance visit for a warranty problem. I don't need a maintenance visit...I have an extended warranty problem and it needs attention.

As a consumer feel betrayed by all 3 parties and the warranty that is offered by these companies, especially Universal Technical Services.

After being tossed around from Sears to UTS and UTS to NordicTrack, it appears that the blame and "passing the buck" stops at the manufacturer, NordicTrack. NordicTrack will send someone to check the unit and repair it for me with a $5.99 handling fee and a $45.00 service charge.

This is NOT what I signed up for when I purchased the optional 3 year extended warranty and paid for this.

Below is not even an explanation. It’s the actual email conversation I had with Icon.

After sending my last response, I sent another email to confirm the information. No reply. No calls. No fax.

Again, I sent another to confirm that they’re going to send the correct ones as they said.

Again, no replies. I just want what I’m due.

ICON Health & Fitness
Customer Service Department
1500 South 1000 West
Logan, UT 84321