NordicTrack
Reviews and Complaints

I purchased a NordicTrack NTL140110 treadmill on 8-15-12. Following assembly the machine worked well with only one minor electrical problem. On 12-9-12 the treadmill ceased working altogether.
Since, I have contacted customer service on at least 15 separate occasions to resolve the issue. I contacted the contractor who allegedly repair the products for NordicTrack in my region on 3 separate occasions (online research reflects this contractor has a history of not providing service to NordicTrack customers). NEGATIVE results.
Finally I request a refund as obviously NordicTrack / Icon Fitness is not honoring the warranty (btw, I purchased the 4 year extended warranty for an additional $179.95 and 1 year of iFit for an additional $79.00).
Since, I have been transferred to several different departments, placed on hold for 10-30 minutes at a time, transferred to other departments when they are actually closed for the business day.
The treadmill has been dead for over 2 months, and no resolution despite numerous assurances that the issue would be resolved in a timely manner, a different contractor contacted, etc. No straight answers. No results. No resolution.

Nordictrack E 7.1 eliptical machine We have to keep paying for replacement parts over and over at hefty expense. We've had to replace the Pedal Arm Sleeve, Inner Sleeve Bushing, Outer Sleeve Bushing, Large Axle Cover numerous times since purchasing the item January 2011. The machine will turn 2 years old January 2013. The shipping costs as much as the parts. Customer service keeps claiming they don't know why the parts are wearing out. As many times as we have had to replace them and probably will have to replace them we could have purchased another companies machine. We feel these particular parts should be free from this point on but we are certain they won't work with us from that angle. Any suggestions email: [protected]@Yahoo.com

I purchased the machine in December 2011 and used it 1 month before it broke. I called and they sent the part which I had to repair. On June 21, 2012 the deck starting sliding to one side. I called to let them know what was wrong. They told me a tech would contact me with in 3 days. It took 3 weeks before a tech did make contact. I was told he was waiting for approval on the mileage. I live 5 miles from town. The tech finally showed up and determined the machine was not repairable. He told me I would be contacted by him and Icon the next day. That was 6 days ago. I called Icon today and was told they had not heard from the tech. They wanted to know if he took pictures. He did take them but never sent them over. They asked if I was willing to take them and I told them I was not a service tech and they need to take care of this problem. Very poor customer service. I love the machine when it works but as for a service department very poor.

Nordic track recumbent bikes, gx4.0 and 5.0 pro - safety and health issue with heart rate monitor, design flaw and defect – may cause stroke or death of users.

On 5-24-12, supervisor megan said, as a private company, it is policy not to give out any contact information for executives/executive office. She said to nordicrrack I must write! This is bad customer relations and policy. Featured grip pulse monitor useless and cant be fixed. I worked with incompetent cs reps from jan to may 2012. Home visited 3 times. Waited for part over a month. Returned gx4.0 & upgraded to 5.0 pro. It has same problem. Cs rep did not give option to upgrade again for $100 to a $1299.00 commercial bike selling for $699,.00 w/free shipping I found on nordictrac site.. To tout and intentionally sell a feature that nordictrack knows is defective and useless, is fraud, false advertising, and criminal'. I wrote to icon, my da, state ag, utah's ag, the bb and the ftc:. Icon has no conscience". The icon board and executives should be brought before the courts/. There were other significant issues, but, for space I am not addressing them here:. This safety and health issue that may cause stroke and death is the salient one. I found many other consumer complaints with the same issue.
Angry - you bet!
Brands under icon:
Nordictrack, freemotion fitness, proform, weider, healthrider, image, ifit, reebok, workouthouse.com, uts, rip:60, altra, and weslo and licenses the jillian michaels, gold's gym, and google brands.

Purchased the elliptical in November 2011 for a Christmas gift. Elliptical was put together in January 2012 used from January to April 2012 sporadically no more than 2 times a week for 15-20 minutes. One the foot pedals broke, called NordicTrack because the machine was under warranty. Had to pay 30.00 the have the warranty activated, then had to wait 2 days for someone to call me to have the equipment repaired, then was told that it would take 3 weeks before someone could repair. I had to call the repair service 3 times before I was even given a repair date. Do yourself a favor do not purchase from NordicTrack.

In late November 2011 I purchased a Nordic Track recumbent bike model GX 5.0 Pro from their website and it was delivered damaged on December 6, 2011. The parts that were damaged were the plastic flywheel covers protecting your legs from injury. I immediately contacted them for replacement parts. Unfortunately, both the right and left side covers are on back order. After follow up attempts, they have yet to provide the replacement parts as of this date 2-11-12. All they tell me is that the parts are on back order and there is nothing they can do - even when I informed them that operating the equipment would cause potential injury. And, oh, if you want to contact them, you need to wait and wait and wait on the phone. Knowing then what I know now, I would NEVER buy from this company.

I purchased a three year extended warranty from Nordic Track which included an annual preventative maintenance check. I tried to schedule that today. I called the number listed on the brochure I got with the purchase. After numerous gateways and holds, I was told I had the wrong department and was transferred back to the exact number that I initially dialed. This happened four times. I probably spent an hour of my time without success. I got the impression this was just a method for them to avoid any service. I certainly will not buy another Nordic Track, nor any other extended warranty for that matter.

Beware of nordic track / icon fitness, these people are professional "rip off artists" and liars. I purchased a 7100r tread mill some years ago, it was delivered badly damaged and I had to fight to get it replaced. It was replaced and serviced 3 times by a authorised nordic track repair service, it has never been right since day one, the speed does not remain steady, the pulse grips give erroneous heart rates, and recently the tread mill ceased worked.
In speaking with nordic track over the past 5 weeks, and every time we called their story changed, it was diagnosed and decided that the speed motor controller board was defective and needed to be replaced. We asked "if the part was in stock" and was responded with, yes it is, "I checked inventory and we have several in stock, your will go out monday via ups" I provided payment via credit card, and then several days later called and decided that because nordic tracks story in the ease of replacement changed every time we spoke to them, I would have a professional install the board.
I called nordic track, and arranged for a service call @ $ 148.00 and then the next day I received a confirmation on the part, it stated "out of stock", I immediately called back and demanded they not charge my credit card, they gave me the typically nordic track song and dance, claimed they would reverse the charges, of which they said they did on the 13th - no such luck, they are a bunch of liars, I checked with visa, no credit issued.
Furthermore, why would you arrange for a service call and charge a customer for service when you dont know when you will be able to provide the part?. I made numerous phone calls, and basically they claimed they couldnt do anything. At this point I also found out that there is a descrepancy with their shipping, apparrantly they use ups to ship to your post office and then the postal office delivers it via your carrier! They told me ups would deliver it, not hoppalong cassidy-by doing so delivery would take longer, and I clearly identified I have a heart condition, exercise on the treamill is crucial to me, and I needed the part right away-
Look at all the other complaints against them, they are unexcusable.
Nordic track famous words, "im sorry"- here"s more information, these people are scam artist, when I provided them with the serial number, they claimed it wasnt on file, they had no information.in past when I called they treated me as though I was a liar. (A) they replaced the 7100r through their service organisation under warranty, and we had to battle with them to get that done (B) the display and pulse grips board was replaced, (C) the speed does not remain consistant (3) service calls were promppted by nordic track warranty repairs, the (Authorised company sent out by nordic track) nordic track claims they have no records of the new treadmill being delivered to me, they also claim they never sent out a authorised warranty service to make repairs.
Guess what! In trying to get my tread mill repaired, I found the people nordic trac sent out to me.! There are records that support everything I claimed-
After receiving numerous promises they would notify me about the part, I received an email yesterday, that the part shipped - again when I called ups to confirm we found out they lied again, they printed a label, the part did not ship. I sent an email asking they escalate the delivery process, they did nothing-
These people are clandestine liars, one bigger than the other. I am very dissapointed that I have to file a complaint like this. I clearly identified that I have a serious heart ailment, and I desperatly needed the treadmill repaired, all they provided me with is a bunch of aggravation and bs-
There are other manufacturers that have much higher regard for their customers than nordic trac has for their customers. I have a nordic track lemon, be very cautious with icon fitness, they have an excuse for everything, and their"key" personell in management are not available to the general public, you either have to send a letter or deal with the liars in customer service, and it is cllear they dont know what their doing.

I have owned several nordictrack exercisers. The last two purchases have sufficiently dissuaded me from ever including nordictrack for subsequent purchases of exercise equipment.

Two years ago I purchased a new nordictrack cx998 elliptical exerciser. After one week's use, the console failed. The complicating factor was that I had purchased the unit in panama where I live, and it was considered out of warranty. So I had to pay for another console, and make arrangements for having it shipped to a relative for subsequent transfer. I have been using the exerciser under a very limited regime, and now, with very little use, the resistance motor has failed.

I have appealed to nordictrack to replace the part, however they refuse to offer any consideration of discount. I have been polite in my correspondence to icon fitness customer service, and their responses to me have been impersonal and terse, at best. I am now left with a hardly-used cx998 elliptical exerciser that does not work, with the only option available as buying a replacement part, and finding a way to get it to panama.

My point is this - while nordictrack units are marketed for their quality, and often advertised as highly discounted, in fact, the real profits are on the high failure rate, and the repair and replacement income. Of course, that can only be achieved through an obstinate customer service unit that processes complaints and requests for consideration without any sympathy or thought of negotiation. They only refer to you as "dear customer", even though you give them your name.

Well - short of any reconsideration on their part for my continuing complaining, they will never have the option of referring to me as "customer". And, if I can convince anyone reading this to consider other options when purchasing exercise equipment, please do. I am certain that, all things being at least equal at a level of quality and construction, there cannot be any other supplier that maintains a customer service unit that is as anti-customer as nordictrack/icon fitness.

Don't buy a nordictrack. You will be disappointed if you do!

Dear Customers,

I work for Nordic Track in Customer Service. I realize that by coming to this site you are either venting your frustration in an effort to get help or doing research on a new purchase. I am committed to providing first rate cutomer support and do apologize in advanze for issues you are having. Please contact me if you need any assisstance with anything and I will be able to help you.

Thanks
Kelsey.[protected]@iconfitness.com

I purchased a treadmill from the Nordic Track website in early April 2011. It was meant to be delivered in 2 weeks time and with in home assembly. 2 weeks came and went and I had yet to be contacted to schedule delivery, so I called Nordic Track. I was told "these things take time", and my response was, yes, but NOBODY has contacted me, don't you think that is odd? I was told to follow up with the shipping company. I told Nordic track that that was their job. After 4 more phone calls to Nordic Track and 3 to the shipping company, I was finally given a delivery date. Over a month after I ordered it and they had been paid by my credit card company, the treadmill arrived. I had to refuse delivery because it was severly damaged. The carton looked like it had been backed over by a truck, and the deck and assembly of the treadmill itself was damaged. The delivery people who were meant to also assemble, admitted that it was indeed heavily damaged. My husband called Nordic Track and they will not issue a credit until they receive the item back at their warehouse. Considering how long it took to get here, that does not leave us with a feeling of great confidence. So we called American Express and they are going to despute the charges and handle this for us. We will never do business with Nordic Track again and we will make certain that everyone we know hears of our experience.

My wife was a part time preschool teacher but had to return to full time work to help the family out with expenses. She was going to be facing some long hours during the winter and into the Spring. She struggled to find time to go to the YMCA anymore and stopped going altogether. So for Christmas I ordered a treadmill she could use in fleeting moments she might have free especially late at night when the gym would be closed.
I looked at a lot of brands but wanted to go with a name brand I thought I could trust so I bought a NordicTrack Commercial 1750 from the NordicTrack website.
It has been the worst online purchase I have ever made!
It arrived January 12th, 2011 and I put it together. It worked for about an hour. The display would not come on at first and we tried and tried and it would come on for a short time then turn off.
I went through the manual, talked to customer support about troubleshooting it and nothing worked. So they said they would come out and look at it. It took several weeks for someone to show up and now it’s early February.
They diagnosed the monitor was broken (no kidding). They supposedly ordered one. The only thing that ever showed up were cable ties. I called and they said it was ordered, etc etc. But nothing ever showed up.
Now it’s March 10th, 2011. I call because winter is almost over and my wife is exasperated. They can’t tell me what happened to the parts. They can’t track it (How can you NOT track an expensive computer part? I doubt they ever really shipped it. Now I ask for my money back and ask for a manager to call. No calls. I call back March 18th and speak to somene that can't explain why no one ever called but says a return has been processed. I asked for a supervisor to call me back……no call.
March 22nd – A large box arrives from Icon Fitness, who is the real company behind NordicTrack. Icon (www.iconfitness.com) makes several brands like "ProForm"and NordicTrack. Anyway this huge box has no instructions, no contact information, nothing. I call back. I am told I have to disassemble the treadmill myself, put it in the bx and a shipping company will call me to come and get it. This machine is 350 lbs! I cannot believe they wouldn’t after all this hassle come to my house and take it away themselves.
So it’s April 3rd. I am here with a huge box, a broken treadmill, no one has called to come get it. And I am out thousands that I don’t think I am ever going to get back. The worst part is my wife missed the opportunity to use it during the entire winter when she needed it most.
I even tried their social media outlets to NO avail….
I sent msgs to their twitter account @nordictracklive
I sent messages via their facebook page (which now does not support that feature)
I tried posting a review on the NordicTrack website stating my issues. Interesting enough it got deleted because it would have brought down the 5.0/5.0 star rating for the device. That was sleazy!

Also they call the model the “Commercial 1750” implying it is tough enough to be used in gyms which is why they charge more right? It has COMMERCIAL1750 in bright orange letters on the side of the machine BUT on a label underneath the treadmill says in BOLD letters “CONSUMER USE ONLY”. Isn’t that deceptive?

To Potential Nordic Track Customers
I have been a loyal nordic track customer for many years, and my use of your products has been very satisfactory, until recently. I bought a ski machine, my second one, in October of 2009, with out the extended warranty and in the last couple weeks a problem with one of the rollers developed and soon the machine ceased to work. I have called for techincal help several times and, at best, I have been treated with indifference. On one occasion, I even had an employee tell me that they would call later, but the call promised never came. It is frustrating to be treated in such a manner, essentially ignored and continually told no, no, no for any real help. Deferring any potential help and responsibility from the Icon company I even purchased a part, ($156), directly from the company with the idea that it would entail some level of help (fixing the machine), I later found another website offering the same part at much cheaper prices, ($59). What is the difference in price for if not the help that would presumably come with it? With this type of price difference how can one now have trust . However, what I find most incredible is when I agreed to a home service call only to find out that any charges ($139) are independant of success. I was willing to pay $296 (part & service)and the Icon company still refused to assure me my macihine would be in working order. My hope is simply to get my machine working again, so this letter in hope of obtaining help to that end, despite my generally futile attempts as of now. Otherwise, though I enjoy your products, in the future I will be looking elsewhere for my home gym equipment. Since my experience leads me to the conclusion that you do not care about your customers, I would like to warn people to avoid future purchases from your company. Service =company sucess, Please think twice before doing business here.
Thank you,

Ordered treadmill (C-1250 for $1500) on Feb 21, 2011. Finally delivered on March 9, 2011. I put it together on March 11. Instructions were not very clear and the MANY bolts/screws needed were not clearly labeled and difficult to figure out. FINALLY got it together (2-3 hours). Within the first 24 hours we started to have problems. The treadmill will just shut down after about 7-10 minutes of use. We have to re-boot the console to restart it. The touchpad is really difficult to use and not very well calibrated (I've re-calibrated it 3 times already). I called customer service and was told they'd send technician out from some contracted company. That was 6 days ago. Stillwaiting to hear from them. I called NT again today. They said I should hear from the company with-in 3-5 BUSINESS DAYS and that tomorrow was the last day. Of course this will be to set up an appointment, not see a technician. What a JOKE! Today is March 21--one month to the day I made my mistake and ordered a Nordic Track. After reading many reviews about their customer service department I now know I made a poor choice in my treadmill. Wish I would have read them beforehand. Now you are reading mine.

During December 2004 I purchased a NordicTrack SL710 stationery excercise bike from Sears. It was listed at $349, but reduced to $249. I am a senior citizen and do not use it on a regular basis. After about a week the console stopped working so they sent me a new one. It uses 4 "D" batteries which is a nuisence because they have to be replaced every month eventhough they are not fully discharged. They also get loose in their compartment and the console then goes off until they are tightened up again. Since this is not a mobile bike I don't understand why they used batteries instead of a plug in system. Just recently the console stopped working again but I use it without the console because the cost of the console and shipping is more than what I paid for the unit. Also, after a few years the pedals developed some play & noise but I used it until the bike quit working completely. I diagnosed the problem and found that the flywheel pulley had broken and needed to be replaced. It's a small part that can't cost more than $5 - $10 and listed in the manual as part number 48. I called NordicTrack and was told I had to purchase the entire flywheel assembly system for $215 including shipping which would include the flywheel pulley that I needed. I declined and was then offered a 35% discount on the part + $38 shipping. This was still more than I wanted to spend because I was certain that something else would go wrong with the bike so I declined again. Based on my experience with this excercise bike and other complaints I have read for their bikes and other equipment that NordicTrack sells I believe they sell inferior products and I would not buy another of their products. Also, they gouge you when you need to buy a part that is listed separately in their manual but you have to buy an entire assembly of parts to get what you need. The excercise bike that I used before buying this one lasted 35 years and was in perfect operating condition when I sold it.

The machine was complete assembly and was very hard to set up. I called the number for a technician to come and set up the eliptical and they ask for 160 dollars. What the thiefs!I endeded up doing the job all by myself. Idiots deceivers. Do not buy their machines unless you want to pay 160 plus dollars for their technician.I regret that I bought this thing is o big and akward. Buy the way no returns once you get you are stuck with it. Be smart don't buy their machines they weight a lot, take lot of space and they are hard to set up.

I purchased a Nordic Track Treadmill Model NTL080091 on 1/9/11 from Sears in Portland Oregon. Paid for delivery and installation as well as a 3 year on-site repair/service contract. The product has not worked since the day after it was installed. I called Nordic Track at [protected] to have them come and fix it. I was told by Jake that it would be 3-5 BUSINESS days before someone would even call me to schedule a service call with. I waited and no one called. On the 6th day I called them back and talked to Rich. He told me that he wouldlokk into the matter and it would be between 1-2 business days before he could get back to me with status. I asked him how long after someone called me would it take for them to come out and fix the machine> He said this being January, it could be a few weeks! So I am looking at 1 1/2 months from the time of my first call for someone to come out and fix a brand new machine! I am going to be asking Sears to take back their machine under their 90 day return policy and will take Nordic Track to small claims for the restocking, delivery fees etc. that Sears may deduct. So much for buying anything from Nordic Track again.

I purchased the NordicTrack elliptical from Sears last month because I thought they were a good quality company. After assembling the machine, I found it was loud and not smooth as advertised. The machine was inspected after 2 wks of waiting for Icon Fitness repair to respond and it was determined to be defective. There was no repair for the machine, only repair. The company has promised a replacement it. Over a month has passed and Icon Fitness still cannot give me a date that I will have a replacement. Best they can do is "maybe" 2-3 weeks longer.

In February of this year, I bought a NordicTrack Freestrider 35 S. It is a fitness machine. The clerk at Sears also sold me an iFit module, saying that it would help me track my progress. When we put the machine together, the sensor was broken and we had to wait a month to get the new parts.

After it was fixed, we started using the machine for workouts. There were preprogrammed workouts that worked very well for my wife and me. Then I made the big mistake of putting the iFit module in. It proceeded to completely reprogram the machine such that, in order to keep the minimal rpm rate going, I had to get my heart rate up into the 180's. Which for a fifty year old male is danger territory. (I am a physician and know what I'm a talking bout.)

I wrote to ICON customer service (the parent company) and asked that they. Restore the programming. I got a message back, stating that they had received "numerous complaints" and that they were going to reprogram the machine back to the way it was before "within a week.". After two weeks had gone by, I called ICON customer service to ask when they were going to do that. The first night, I was put on hold for half an hour and then told I needed to talk with iFit, who had just closed for the evening. Tonight, I was again routed to iFit, and spoke with a CSR for an hour.

He told me that they had reprogrammed the machine because the original program was defective. I told him that it worked just fine for me and please put it back to the way it used to be. He quite snottily told me that, "we don't keep the old programming around on a shelf on the off chance that someone might like the old program." I told him about the concerns about the cardiac stress that was engendered by their program. He told me that their program was correct and implied that was too out of shape to be using their product.

I asked to get my money back, since the machine is unusable in its current condition. He told me I would have to take it back to Sears. It weighs about three hundred pounds and does not have a transportation lock down mode.

I asked to speak with a supervisor and he told me that they were too important to talk with customers. I asked to speak to the complaint department and he gave me the address to write to the company president. Yeah right. Like that's going to make a dent in the corporate indifference.

I called Sears and asked them to come and pick up their machine. the clerk there actually apologized. (The first I had heard all night.) He said that his manager was going to call ICON and discuss the matter with them and that she would get back with me.

So the moral of the story is, ICON doesn't give a fig about their products working right or the health of their customers as long as they can get your money and have their Customer Service Department fend off all attempts at getting made right. I guess my attorney is going to earn a few hundred bucks on this one.

Bought an Elite zi treadmill, with extended warranty in January last year. At 15 months old, the base plate cracked completely down the middle, damaging the belt. I'm 215 pounds, hardly excessive and it is used for c. 6 hours a week.

Called UTS, placed and order for replacements, was told it should be about a week - great. Called again after two weeks, was then told parts were on back-order (wasn't told that the first time), but that they should arrive late last week. Called again today...still on back order from Nordictrack. Rang Nordictrack and was told that they were on order with the supplier.

Bottom line, still have no treadmill, multiple non-effective "customer service" calls. Only possible conclusions:
1. lots of base plates crack so they ran out;
2. no inventory;

Either way, completely unsatisfied.