iFIT Health & Fitness
Reviews and Complaints

I could relate my experience about the quality of their products and how they say that if I return obviously defective merchandise (an elliptical track wheel that was not cut round) they will charge me shipping both ways plus a 15% restocking fee. A restocking fee for defective equipment that they should have seen before sending - how hard is it to see a wheel has a flat side from bad manufacturing?

More importantly - look at their better business bureau rating! Look at the number of complaints... It's staggering. http://www.bbb.org/utah/business-reviews/exercise-equipment-dealers/icon-health-and-fitness-in-logan-ut-2000054

I have had my Nordic Track Treadmill for 15 months, and I have had to call for service at least 5 times. Every single time I call UTS, I am on hold for a minimum of 20 minutes. Usually it is 30. People answering the phone in general do not have a clue as to what the problem is that I am describing, and this has resulted in them ordering the incorrect parts.

Currently, I am waiting for three parts: 1 I don't even need (they ordered the wrong part because they paid no attention to the problem description) - which is out of stock. One I do need - this is out of stock. One I need CRITICALLY for my treadmill to work - and I have no information on this. When I sent an email to their customer service department on the two orders that were out of stock, they very helpfully told me that the parts were out of stock, and that they had no idea when they would be in.

I will never purchase another product that uses this company for warranties. I will absolutely send a complaint to the BBB if I do not get some answers soon.

I have been a field technician for over 3 years now. ICON/UTS utilizes independent contractors to provide warranty and non-warranty service. It provides a very excellent income and the freedom of being your own Boss. I terminated income with a fortune 500 company to delight in this freedom. They are currently 8 weeks behind on my pay. Icon's contract with us sates that they will pay for a JOB 30 days after I invoice it. At that time they will send checks for a one week period. The checks usually come in on Monday or Tuesday. ICON was very excellent at keeping up with this. This was fantastic until about Oct 2010. I knew what to expect on a weekly basis and could plot accordingly. Now this has changed! Seems like it happened over nite. Must have a change in management. Some weeks the checks don't come in at all and when they do, it is way small. I may complete 20-25 JOBs in a week and only get checks for 5 or 6 JOBs. Now after several months of waiting for ICON to right this, my emergency funds are rapidly disappearing. They seem not to care and if a service provider complains, ICON will just terminate them. They are currently over $7500.00 behind on my pay. Same tale with our other Technicians (those who havent quit)..Hope ICON see this, their Management is asleep at the wheel. Don't be surprised if you cant get a provider to repair or maintain your machine. Customers pay huge bucks for this service and they should get it! Very Pissed TECH!

We made an exercise room for Christmas, bought on 12/23/11 a Nordic Track treadmill.

The treadmill broke at the begining of March. After two months of using it, I was still within the 90 days of my return with Sears. However, I tried do the "right" thing and work with ICON and my warranty.

It is 4/27/11 and I still do not have a working treadmill and I have a "part" on it's way.

We have talked with Sears for a replacement/exchange. But now we are out of the 90 days and it is in Nordic Tracks hands. When I talk with Nordic Track - they say they only deal with replacement parts and repairs.

Very Very unhappy with my purchase!
Thought I was buying a quality product from a quality company.

I recently purchased a Proform treadmill in Jan. It was delivered in Feb, and after using it once, it would not turn on. I called Proform and they arranged a technician to come and fix it. He ordered parts. I waited another two weeks, and it shutdown after 1 use. I again called Proform and a technician came to my house. He said it needed a new motherboard, so I waited a week or two for new parts and after 3 new motherboards, it doesn't work. The technician came again and replaced the entire motor and other parts today, and it still wont turn on. I called Proform and they told me they will not replace the treadmill until they have more money invested in fixing it than it would cost them to replace it! I have been paying payments for this treadmill which was $2000.00 since Feb. and Proform/ ICON fitness has offered nothing except to repair the treadmill. Their customer service is awful and I would not recommend purchasing anything from them. This treadmill is obviously a "lemon" and Proform cares more about maintaining their profit than committing to making things right with their customers.

We bought a machine from ICon Fitness and waited for delivery, only to find they delivered it the wrong person, wrong city, wrong everything. Mistakes happen - I was understanding. However, after discovering their mistake, I couldn't believe the lack of help given to me from their customer service department. Everytime I called "customer service", I was put on hold for a minimum of 40 minutes each time. Each department I spoke to told me I needed to speak to another department. They took a message and I've YET to receive a returned phone call. No one seems to care. No one is willing to help. As a result, we canceled our order and will order another brand that receives high customer service ratings. I wonder... if I had this much trouble just trying to get the machine delivered to the correct house, how much more trouble would I have had if it ever needed a repair? No thanks, Icon health & fitness. :(

I purchased a NordicTrak treadmill from Sears and also purchased the extended warranty from UTS. This company is absolutely awful to deal with. My treadmill is not working properly and needs service. I was on hold for 45 minutes only to get disconnected. Called back and spoke to a very RUDE representative who transfered me and currently I am on hold again (27 minutes and counting). The same thing happened to me over two years ago. Nothing has changed. Once you're able to speak to a representative, it takes forever to get service. Very surprised at both NordicTrack and Sears for having any relationship with this company. Do yourself a favor, don't buy from any of these companies. It's not worth the aggravation.

My ACT Elliptical broke after less than 100 days. Serviceman showed up at my house with his 5yr old daughter two weeks later. Reports the repair is major and I should request an exchange. Several calls to ICON Health and Fitness results in nothing but pass the buck and broken committments (someone will call you back within 24hrs). I happen to know that both the founders and current CEO (Scott Watterson CEO and Gary Stevenson) are well respected men in their church and must obviously be unaware of how their company treats the public and their customers. Should be, but obviously not "fair in all my dealings with my fellow man".

I have been a field technician for over 3 years now. ICON/UTS utilizes independent contractors to provide warranty and non-warranty service. It provides a very good income and the freedom of being your own Boss. I terminated income with a fortune 500 company to enjoy this freedom. They are currently 8 weeks behind on my pay. Icon's contract with us sates that they will pay for a job 30 days after I invoice it. At that time they will send checks for a one week period. The checks usually come in on Monday or Tuesday. ICON was very good at keeping up with this. This was great until about Oct 2010. I knew what to expect on a weekly basis and could plan accordingly. Now this has changed! Seems like it happened over nite. Must have a change in management. Some weeks the checks don't come in at all and when they do, it is way short. I may complete 20-25 jobs in a week and only get checks for 5 or 6 jobs. Now after several months of waiting for ICON to correct this, my emergency funds are rapidly disappearing. They seem not to care and if a service provider complains, ICON will just terminate them. They are currently over $7500.00 behind on my pay. Same story with our other Technicians (those who havent quit)..Hope ICON see this, their Management is asleep at the wheel. Dont be surprised if you cant get a provider to repair or maintain your machine. Customers pay big bucks for this service and they should get it! Very Pissed TECH!

I purchased a Viewpoint 3200 about 4 months ago and have had nothing but problems with it slipping to the point of all the adjustment has been max out. In addition the TV has never worked. It has been on back order going on 2 months. If you can get UTS on the phone they usually are helpful.

I plan never to buy from ICON again. In January 2010 I bought a five fitness machines for a home gym. Two of the items were made by Icon, a Freemotion f5.6 Strider & Freemotion TT30 treadmill. I used the strider for the first time in May and noticed that it was not operating correctly. I called the service number and was told that I would need to pay $25 to register the piece before they would fix it. I was told that this info was clearly documented in the user manual - it is not! So buyer beware...this is a company that does not value customers after a sale.

My husband and I purchased a Nordictrack treadmill at Sears several years ago. We were told at the time that UTS was the only choice for warranty coverage. We purchased the extended warranty and have made the mistake of extending it since then, because we wanted good coverage. It has been the very worst customer service, bar none, for any product we have ever had. It reaches comical proportions. We typically wait 3-4 months for repair work; we often receive the wrong parts from UTS (which have often have been backordered for many weeks), I was once accused of being difficult by a rep for expecting the repairman to show up on the day he was scheduled. Last year, we were promised a free extension of warranty due to such a long wait for service. When I called to inquire why we had never received the paperwork confirming this, I was told everyone at UTS had "received a memo" that these arrangements would no longer be honored, and would be rejected RETROACTIVELY. We were offered a "very nice floor pad" in place of a warranty extension. That's laughable, since we first called about my most recent repair concern on 11/03/2009, and we are not scheduled to see the repairman until 03/02/2010 at the earliest. Our treadmill was left in pieces on the floor by the repairman, so what good does the floor pad do us? There is no guarantee that UTS have sent the correct parts this time, and they don't feel burdened by this issue at all. If they send the wrong parts (like for instance, for a machine I owned many years ago), they have no problem making me wait ANOTHER 6 weeks for ANOTHER part. No consideration for the customer whatsoever.

I have never posted a negative comment online about any company, ever. I have actually cried in frustration at this company, and felt compelled to write this review. I tell everyone who asks me about treadmills to NEVER buy anything which requires UTS coverage, and explain in detail why. They are the WORST company we have ever dealt with, for ANY kind of product.

These guys don't hold to the conditions of their own contract with customers. UTC has miserable phone receptionists... rude, apparently ill informed and well...you see the deal. Difficult to reach...if one is successful at all.

Dishonest in my opinion. Stay clear of these guys if you value your investment in time and money.

Summary: Huge delay in getting service (have not yet received), rude customer service. They take you money for the warranty but don't want to follow through on providing the service. Rating should not be "Please Improve" because I feel no need to be civil with this company after the treatment I have received.

Details:
I got a Nordic Track Treadmill from Sears and bought an Extended Service Warranty, which is serviced by UTS. This has been the most annoying and unhelpful company ever in getting service on a warranty.

I called over a month ago, and had the hassle of not being recognized in their system even though I was looking at the receipt with my warranty information on it. After that was figured out no thanks to them, I scheduled service. They wanted me to give them the details of what was wrong and then diagnose it over the phone without ever having seen it. Then, they would ship out the parts, which were on back order and took half a month to get to my house. AFTER that, I was expected to call the local sub-contractor to get service. The local sub-contractor came in the beginning of October and realized they had diagnosed the wrong thing and ordered more parts from UTS. That was in the beginning of the month. It is now almost the end of the month and I have yet to receive three parts that are needed. This is over a month since I first reported the problem

I have been very persistent in following up, and have received rude or flaky customer "service" every time. They would tell me parts shipped that day when in fact they had not. They would give me no ETA for when they could ship those parts. In fact, one woman would not hand me over to her supervisor after I told her I wanted to speak with them about the fact that it was over a month. She had the gall to tell me I should cancel my plan.

Is this what UTS wants? They take your money and run. Nordic Track and Sears, both of whom I used to respect, should be ashamed of handing its warranty plan over to such an irresponsible corporation.

Sorry for the lengthy note, but I hope this convinces customers to change their treadmill buying habits. Do not get a Nordic Track because it will have problems in a year, and you will not get any service on it even if you pay for a service plan.

A year ago, after many breakdowns, my elliptical machine was suppose to be repaired. After starting the workout program the leg arm of the machine shot through the front of the machine, and I fell to the ground and was injured. My wedding had to be postponed, lots of medicle bills, and a year later I still have a broken machine, and the run around from icon fitness and the "extended warr" (same co.) people. Since it seems very clear icon fitness does not want to take responsibility (although I do have an e-mail from the legal dept. Stating the techs are not trained who come to work on the equipement.) I want everyone to know...

Icon fitness sells under theses names...

Pic fitness, gold's gym home fitness, health rider, image, nordictrack, proform, reebok home fitness, weider, weslo, freemotion, and nordictrack health club equipment.

If you think you are buying one of these quality brand names think again! You are buying the cheap icon products, and their terrible customer service! I am looking for other people who have been hurt by this company for a class action suit.

I've been getting nothing but rhetoric from NodricTrack/Icon Health. I have a Viewpoint 2800 treadmill that I bought directly from them, which at the time was listed on their website as having a lifetime warranty on the frame. Now, about 3 years later, my frame cracks, I call customer support and they take my report for a replacement. I send in photos of the break - which is unrepairable - and after "reviewing the file" claims that I am not covered and they will not replace it. Supposingly the treadmill comes with a 1 year warranty on everything other than the motor. I explained my side of the story, they keep referring me back to the written warranty that says nothing explicitly about the frame, and only states 1 year parts and labor. I know exactly what I bought, which apparantly was a bill of goods because I now have a $2000.00 boat anchor in my basement! My stupidity: I trusted Icon and clearly shouldn't have. This is my second NordicTrack treadmill (the first time they had to replace it 5 times because I kept getting damaged merchandise), and I will NEVER EVER buy another one of these again. And I suggest you all heed these same warnings and stay away from NordicTrack products . . . at least until the company begins to stand behind the products and begin to provide true customer service to their customers!

My issue with the Icon Health Rider Elliptical trainer began the first time I used it. This was about a week after it was delivered and assembled in my home and about 2 weeks after the actual purchase. The problem was with the heart rate monitor and the LCD screen on the console. Neither were functioning properly and I called the toll free number for service immediately.

Each and every time I called the toll free number I was immediately put on hold and after the first couple of times of waiting more than 20 minutes on hold, I realized that there was no way to get through to a live person immediately and you basically have to use the call back feature that they have. If you need service, don't waste time on hold because they basically don't ever answer calls - you need to leave a message for them to call you back at THEIR CONVENIENCE. This would usually happen in a day or two after the message is left. So anyway long story short: I told them the problem, they sent a part, 2 weeks later I received a part, not all the parts just one, so I called back = they said the other part was on back order, after multiple calls and TWO MONTHS - I finally received the part that was needed. Then I call the repair guy who does their installs - the part that I waited 2 months for has an identical defect. I call the store that I bought the unit from to come take it away and I want my money back - after much wrangling I agree to let them replace the unit with a new one. So now the new one shows up and IT IS ALSO DEFECTIVE and the delivery tech says the following. OH YEAH, I've seen alot of these - at least 8 in the past couple months with the SAME PROBLEM. At least the store was good and did refund all my money [Sports Authority] but it was still a lot of wasted time and effort and I did not get in shape for my winter vacation. The total time wasted from original purchase to final removal and refund was exactly 11 WEEKS.

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!

I have been waiting for a part for my Nordiac track treadmill for five months now. I talked to two supervisors one by the name of Brian and they assured me that they try to get me the part and if not they would credit me for a new treadmill. I have been very patient but five months is too long to wait for a treadmill repair and they donot want to credit me for a new treadmill. I don't know what to do.I am very frustrated!

Have been dealing with uts for over 2 months. Have now been told motor is on back order for at least 2-4 weeks.Not only should people go after uts they should also go after the business that has sold them the unit.I have contacted sears which inevitably took my money but they say they are contracted with nordic track.The lady who answered the phone was from the womans apparel dept.When I explained to her who I was wanting to talk to she said it was know amongst sears employees that they were having a problem with nordic track.I then called sears national number where I was told they could not help me shouldnt they stand behind something they sell?