NordicTrack
Reviews and Complaints

I purchased a Nordic Track Treadmill x22i on 3 July from Aafes. It did not work upon arrival and I have been dealing with Nordic Track warranty department for six months trying to get them to fix the machine. Every few weeks they have sent parts to try and fix the machine. My service technician sho has been replacing the parts has stated and put in writing that the machine needs to be replaced. Nordic Engineers even attempted to diagnose the machine to no avail. Nordic will not refund money since it was purchased thru Aafes they state that the warranty department must fix it. I have spent over 30 hours on hold with warranty representatives. Now warranty wants me to purchase parts for the machine. Parts which they do t even k ow will fix it. I should be guaranteed a working machine.

Incident Date: 10/31/2022

I called NordicTrack service center to inform them that my console stop working on October 31, 2022 at which point we ran a series of test to resolve the issue on via phone. Unfortunately, nothing worked, and I was informed they would reorder a new (console) it should only take up to three weeks for me to receive, free of charge and free installation because my treadmill was still under warranty until January 2023. Fast forward until today, I have made numerous calls and no console as of December 29, 2022.

My next action is to take legal action due to time is running out and I think the goal is to allow my warranty to expire and I will have no record of these calls due to every CRS fail to follow up with an email.

My treadmill was gifted to me for my birthday. It was working great. Over a year later I went to get on my treadmill and the console froze and went black. I went through all the troubleshoot options and nothing worked. Submitted work requests on the iFIT webpage where they send you a case number and no one responded. I have submitted three requests and still nothing. I then attempted to do their live chat where they say they need to transfer you to another agent and then no one connects. I have called support and been on hold for up to an hour. When I was actually connected to someone, she shared she needed to connect me to a different agent and placed me on hold where I was on hold for another hour when the call just dropped. Called back and was on hold for more than two hours. This has been going on for months and I still do not get connected to anyone. It’s a shame you spend so much money on a product and don’t get any support or assistance. Wish I could convince other to never purchase their products.

After receiving/assembling my new rowing machine it became apparent that the distance and stroke count was not calculating/providing feedback through console. I attempted to contact the provided customer support with very little success as the system is automated and confusing with very poor return contact. I was finally able to communicate with someone via email only to be told it wasn't a software issue and that I would have to contact "parts and service" however the provided contact info took me back to the same people I started with, who didn't respond this time... After several emails sent I tried calling the provided phone number which became an eternal on hold loop so, with no response, I tried chatting with an "agent bot" again just to be told that I need to disassemble the rowing machine and take photos of a sensor. (What if I'm not skilled enough to do such a thing?) This type of support for such an expensive/top of the line item is completely unacceptable. For this reason I regret choosing Nordictrac brand and would not recommend it to anyone else...

Product is cheaply built and the first one broke within a month of having it. Customer service Is a nightmare. On hold for 4 plus hours only to be connected to someone who knows nothing about the product and can't access your info. 6 months of use the replacement treadmill they sent the deck broke, power cord failed and it would shut down mid workout. Terrible product and service. Training for a marathon and thought this would be a good product to train with. It can't keep up nor can it take the abuse a training runner puts forth. Here I am 5 months away from Boston Marathon and have to risk running in the ice and snow because I am waiting for my treadmill to be fixed again! Don't waste your money with Nordic track you will be disappointed.

11/29/2022: My first call was made at 8:57 were I selected to option to have someone call me back. A member of the warranty department called me back and I purchased the extended warranty for four years for a total of $261.79. At that time the individual transferred me to back to NordicTrack were i was placed on hold for with the option to have a call back. I selected that option. A member of Nordic Track called me back at 9:34 and I was not able to understand him, his language barrier made it impossible to understand. I politely requested to be transferred to an employee that I was able to understand and was placed on hold for over an hour (I have saved a picture of my screen to show the extended time i was placed on hold). This is unacceptable.

Once, a new employee finally answered I was able to understand a little bit better but you can defiantly tell there is still a language barrier making it difficult for him to understand my issue and questions I had. It has now been 2 hours and my question has not been answered.

The reason for my call was to troubleshoot the noise that my machine is making when it inclines or declines. I'm pretty confident it just needs to be cleaned and was requesting for a cleaning kit. However, i was placed on hold again because the warranty i just purchased was not showing on my account. I would like to have a representative call me to discuss my experience and ensure that my issue was resolved. When you purchase a $2000 machine with a $261 warranty you expect to receive quality customer service.

I purchased this machine for my wife in March of this year (3/22). In the 8 months that have passed my wife has only been able to use it twice. We have had technicians come to our house half a dozen times and replace parts from a-z (mother boards, incline parts, adjust wiring, and even replace the monitor.

The tech department is now saying that it may be a software issue although they don't think so. I tell them that I am not interested in getting my money back simply trading a lemon form a new machine. However, going through customer service and constantly being transferred from one place to another and holding for 45 minutes to an hour at a time has become frustrating with no resolution in site.

PLEASE HELP!

My NordicTrack Incline Trainer "Nightmare"

My wife and I were looking for a way to better our health exercising without having to hire a personal trainer or buying a gym membership we decided to purchased NordicTrack’s Incline Trainer. After having our Incline Trainer and before the manufacturer’s warranty expired, we contacted Icon Health & Fitness and Informed them that the screen on the Incline Trainer had started to blackout completely and come back on. Also, while walking it would begin to slow down for no reason at all then the speed would pick back up. During a workout it would sometime just stop and not come back on. I had to unplug the Incline Trainer and plug it in again before it would restart.

I contacted Icon Health & Fitness and explained what was going on and the person that I spoke with said that someone would contact me to set up an appoint with a technician. That never happen. After numerous months I received a call from Icon Health and Fitness / NordicTrack informing me that my work order to repair my Incline Trainer had been canceled. Why? Because it had been out there to long. What? Please tell me how is that my fault? I was told that someone would contact me to setup an appointment. And “NO ONE” ever call. So I was told once again someone would call to make that appointment.

With the Incline Trainer having these problems and while I’m waiting for a technician to come out I had the Incline Trainer place in our garage. We had experienced a house fire which the Fire Department stated that it started from the ProForm treadmill (which is in the NordicTrack Family). Once the technician came out and seen where the treadmill was located my warranty was voided / cancelled. I immediately called Icon Health and fitness and informed them that my garage has “HEAT / AIR and a dehumidifier” and is use as a living area. At this point I filed a complaint with the BBB concerning this matter. After sending Icon Health & Fitness the proof that they requested my warranty was restored.

A technician came out attempted to diagnosed the Incline Trainer, ordered some parts and told me when they arrive contact Icon Health & Fitness so that he can come back out and put the parts on. I have gone through this process numerous times and each time the work that was performed “(DID NOT CORRECT THE PROBLEMS)” with the Incline Trainer.

After the manufactures warranty had expired (with nothing corrected, the Incline Trainer screen was still blacking out and it was still stopping un-expectedly doing a workout, the walking deck squeaking, along with other problems) I had to now start contacting their extended warranty department (UTS) I believe. Their customer service persons that I spoke with were “Very RUDE.”

When the next repair technician came out, he reports back to Icon Health & Fitness that rust is on the treadmill. Once again Icon Health & Fitness canceled my warranty, saying that the Incline trainer has rust on it. I informed Icon Health & Fitness in my third complaint filed with the BBB that after each workout we would use a damp towel to wipe down all external parts on the Incline trainer. I furthered stated in my complaint with the BBB against Icon Health & fitness that the technician that came out sprayed something that smell like (SOLVENT) all over the controller’s bar that the walking belt goes over. We only used what they had sent to us and recommended to lubricate the Incline Trainer. Icon Health & Fitness employee made sure that I knew that rust “ANYWHERE” would void the warranty. So you’re talking about moving and lifting five or six hundred pounds of exercising equipment to clean underneath and in cracks. Basically, taking the Incline Trainer apart anywhere a drop of sweat can enter in and wiping it clean. Once again, I filed a complaint with the BBB and after it ran it’s coursed my warranty was reinstated.

At this time our Incline Trainer isn’t working at all. When I called to set up the next appointment with Icon Health & Fitness repair technician, I was told by the repair technician that all of the parts that was sent out would mean that he would be doing a “COMPLETE OVERHAUL.” This technician went on to say that he’s to old for that and told me that I need to call Icon Health & Fitness back to reschedule someone else.

So, I called and schedule for a different repair technician to come out to make the repairs. The day that the repair technician came out the first thing that he said when he saw all of the parts that needed to be replaced was that he has “NEVER” replaced a walking deck. When this repair technician left my Incline Trainer still wasn’t working. It has been over three and a half years that I have been trying to get my Incline Trainer repaired and going on two years that my Incline Trainer hasn’t worked at all (Absolutely No Use At All). A Huge piece of equipment taking up space.

This year a different repair technician came out and replaced everything that Icon Health & fitness had sent out to be replaced. Can you believe that my Incline Trainer still isn’t working, (now the Incline Trainer won’t Incline and when you try to walk on it, it’s like walking on slippery ice along with the other problems).

You won’t believe what Icon Health & Fitness told the repair technician that they were going to do. Icon Health & Fitness told the repair technician that they were going to void my warranty because I didn’t have a “DEDICATED LINE.” How do they know or who told them that I don’t have a “DEDICATED LINE?” The repair technician told me that he installs exercise equipment throughout the south in fitness gyms and they are not required to have a “DEDICATE LINE”

So, what do that mean? Everyone that owns or thinking of purchasing NordicTrack Incline Trainer and other equipment will need a “DEDICATED LINE” to plug your equipment into. Which mean the cost of your equipment plus $1,000.00 To $1,200.00 for a “DEDICATED LINE” so that your warranty can’t be voided. I believe that they are prolonging not repairing our Incline Trainer so that the extended warranty run out.

To those that are thinking of purchasing NordicTrack / Icon Health & Fitness equipment, this could be you.

At” NO POINT IN TIME” since purchasing our NordicTrack Incline Trainer have Icon Health & Fitness fixed or resolve these problems with our Incline Trainer. Since purchasing our Incline Trainer, 80 percent of the time it has been in need of repair and over fifty percent of the time it hasn’t been working at all.

I have been trying get Icon Health & Fitness to repair, replace or refund my money for my Incline Trainer. It has been over four years when it was under the manufacturer's warranty and as of today’s date Nordictrack has sent out for repair but none of these parts has corrected the problem. I called Icon Health & Fitness customer service today to inform them that Jez Enterprise (their repair service) refuses to call me or to come out. IT HAS BEEN OVER 2 ½ YEARS AND MY TREADMILL HASN’T WORKED AT ALL and a total of 4 ½ years with the same mechanical problems. And now Icon Health and Fitness is saying my extended warranty will expire in 2023 instead of 2024.

NordicTrack - Treadmill delivered not functional

Ordered new Commercial 2450 August 19th 2022. We paid $300 for professional assembly. The delivery crew came on August 31st and put it together. Right after they left I tried to get on it for my first workout and the tread would not move, even though the digital display indicated it should be moving. Additionally, experienced the same issues with the incline. We call customer service multiple times, sometimes waiting up to 3 hrs at a time.

Went through software troubleshooting with agent online; confirmed it was electrical/hardware issue. They the agent was able to determine that it was a bad cable and they sent a new set over. When the package arrived there were multiple cables of various lengths and none of connectors matched the plug ins that they were supposed to replace. Called again (waiting for hours) and agent offered to send repair man out to look at the unit. They also told us that all repair scheduling was booked weeks out and we could only get this don on a Sunday. We scheduled it and the day the repairman was supposed to arrive he did not. We then could not get a response from the contracted repair company so had to call NordicTrack again. It took additional time and delay to get local technician out to troubleshoot however, he could not figure out what is wrong. Today is October 13th and the treadmill has still never worked. We were told today that we have to wait until Monday October 17th 2022 for them to get the information back from the technician. Meanwhile, we tried to return the machine and were told that we would have to figure out a way to get it from the top floor and arrange a pickup at our home costing us an additional $300. For 2 months the brand new treadmill that we ordered has sat there taking space and our patience. This is beyond unacceptable and we are at our wits end. If we choose to return this equipment we lose on the original delivery fee $300, the install fee of $100 and $300 in freight charges to send it back to NordicTrack. In total we will be paying $700 for a machine that was shipped defective and has never worked.

I didn’t notice the resistance is broken until months later. I paid $800 and then $400 to have it installed. I splurged on your product bc as a single women I did not want any mechanical problems. Your answering service says you are the most trusted. I’ve been calling and emailing and live chatting . Only two of ten times did some one answer my call. She said I needed a new part. I asked what tools I would need. Went out and bought those tools. When the part came I looked online for a video on how to replace it. No luck . Called agin …emailed again no answer. Note: she told me the wrong tools. I want to yell and cry.

Ordered new C2450 treadmill on 28 June, 2022. Could not finish assembling because deck of treadmill did not function (straight from factory, out of the box).

Went through software troubleshooting with agent online; confirmed it was electrical/hardware issue; it took additional time and delay to get local technician out to troubleshoot & determine failed part. Was told by technician part would be sent directly to me; take 7 - 10 days.

We’ll past that time, called CA site - was informed by www.iconservice.ca that part was on back order and would take 4 weeks (already 4 weeks elapsed). Technician stated would be 7 days. Have no confidence that iconservice.ca has control of the issue or customer’s best interest in mind. They continue to sell new identical treadmills with deliveries within 2 weeks. How many of them are actually failed and going through same repair loop of a brand new product?

My IFit membership ran out, I received an email going forward I would be billed on a monthly basis. Then I see my credit card was billed for a yearly membership and I could not cancel after the 30 day period expired.

this is awful how they tell you one thing than bill you for a year and if you dont notice the billing and 30 days out of a full year membership expires they keep your entire year fee.

VERY DISAPOINTING ESPECIALLY IN THIS CLIMATE WHERE EVERYTHING IS SO EXPENSIVE.

I bought a machine in January 2022 and included warranty and extended maintenance. The machine is not working already amd c as my get help to resolve issue. I get one line responses on line and ot took days to get someone to answer the phone only to tell me that neither warranty nor extended service contract covered it not working and I was suppose to fix myself! When I said it is broken and needs someone to come out then they told me that would be 150 dollars which they required upfront and said someone would be calling to schedule in 3-5 days and I have heard nothing! For 3 weeks now my brand new $2200 machine is still not working and no one ever answers the phone as keeps disconnecting me. I have never bought a product with warranties and extended coverage and been treated so badly and unprofessional. They need to be reported to better business bureaus .

I purchased a Commercial 1750 Treadmill (NT10676561) April 6, 2022 and have had to call multiple times to get someone interested in shipping the item to my house. To date the delivery people have cancelled twice. When given three dates to deliver the item I received a less than enthusiastic response both from the Nordic Track people and the delivery and setup people. Meanwhile, today, June 20, 2022 I received a threatening phone call from the finance company asking where the payment for the item I have yet to receive happened to be. I informed them of the dilemma and they indicated that was not their problem that Nordic Track failed to deliver the treadmill, it still required payment. This is ludicrous. Please call me at [protected] so this mess can get straightened out. No more Nordic Track lip service.

NT uses Next Select as their logistics company. I purchased a stationary bike on 5/18, the merchandise arrived in Columbus, Ohio 5/25. Next Select scheduled multiple appointments to deliver and install and they "no showed" each appointment. Calling at the time they were due to arrive stating ..the drivers car broke down, the drivers sick and this last time, the driver doesn't have assistance. I spent over an hour trying to cancel the order with NordicTrack.

When I finally got a representative on the phone she refused to refund my $1,850 and hung up on me. Nordic Track and Next Select are horrible. If you're thinking of making a purchase - you will never get the merchandise and then fight them for a refund. Run away if your planning a purchase.

All,

My treadmill is not working! I am a person with limited walking means and had a treadmill prescribed to me by my doctor. I had been using a Nortictrack sense 2013 and had a good track record. So... I bought my T8.5S in October in 2020... It worked great... for a while. Then after a while, it started to stall... Last January I received a solicitation about getting a service visit... I thought about it for a few days and on Feb 7, 2022 I paid "Icon Customer Service Logan Ut Home: Home Services -140.87" for a service visit...

Now for the problem. As of this writing, I have yet had the service visit! I know I know Covid... but after waiting for a couple of months I was in email contact with Darin at the Zendesk on the 18th of April... I was able to get a referral to the 3XM Service Group... Maggie C. and she hooked me up with an appointment for the 6th of May, but had to cancel that visit and then set me for the 20th of May... HOWEVER, the 20th came and went and no one stopped by and no phone call... so back to the Zendesk and they hooked me up to Katie P. who explained to me the service techs are self-scheduling. But she would see what she could do... after a couple of days, she and Maggie told me I had a service visit scheduled for the 10th of June between 2 and 6pm... Guess what? NO SHOW again... What?

Ok so here is the deal if you don't want to service this machine kindly refund the money...

thank you

Phil Gothro

On April 15, 2018, I bought a Nordic Track C970 PRO including a five-year extended warranty from Sears. Each year I had it serviced under the annual contract. This year the service was refused. According to Linda Anderson and Alison Kincaid, service was refused "due to being over standard cost to continue the service." Also the service done to date "was due to usage of the machine." I am a woman in my 70s with two bad knees. I am also the only user of the machine. It would be impossible for me to overuse the machine.

The options they gave me were not adequate and did not fulfill the five-year warranty. Option 1: They offered me the option of applying the original purchase price to a new machine. However, I would need to have someone move it into the house, set it up, and remove the old one. Option 2: They would send me new parts needed but no one to install them. In Option 2, I don't know what parts would be needed, and I am completely incapable of installing them.

I want parts and labor provided until the end of the five-year warranty.

I ordered my bike on 4/9/22 and received it on 5/9/22. Nordic Track sent an email stating I would be receiving the bike with the white glove assembly I paid $199.99 for between 1:30-4:30pm. I receive a text at 9:27am that day saying they will be there in 20min. When they arrive they simply drop it off! I then call Nordic Track upset and they give me the WRONG number to call for this issue! So I call them again and ask them what is going on and get a new number. When I call the new number it says it’s delivered but that is it. I leave a message and they call back. It turns out dispatch gave the company the wrong information and told them to deliver only so they had to come back! I’m so upset because Nordic Track won’t even accept that they are wrong and didn’t even have the correct information and they lied! I will NEVER buy anything from them again and if I have any issues with this bike I will be refunding it!

January 17th I ordered the recumbent bike. I finally received a bike April 8th and paid extra for the white glove for them to set it up. After they set it up I saw that it was the wrong bike. I received the S22i. I called Norditrack to advised them of this. They tried to make me an offer to keep the bike but I did not want that bike I ordered the Commercial VR25. They told me that I would be responsible to move this bike outside and a carrier would notify me. I advise them there was no way I could move this bike outside. It is extremely heavy and bulky plus having to take it down a couple of stairs. I called Nordictrack again advise what other options I had to return this and all they said was that the carriers were not allowed inside the house. I could use their online to see how to disassemble the bike and take it outside in pieces. I am not mechanically incline to do this I told them. They had nothing else to offer. I am very frustrated at this point, no fault of mine that they gave me the wrong bike. Now they want me to be responsible to take it apart and have it sit outside until someone picks it up. I do not want to be reliable for this bike even if I knew how to take it apart and then have it sit outside to whenever the carrier would be able to pick it up. Nor is there room in our garage for it to sit there. They did cancel my loan on it but I have no idea what to do at this point.

On April 29th, 2022 the main weld failed on my fathers elliptical that is 5 years old. When the weld failed he went flying off the elliptical and hit the back of his head and also has a huge gash on his ankle.

My father is 78 years old and could of easily died from this weld failure.