Pro-Form

I contacted Ifit/Proform on November 18,2022 in regards to my treadmill turning on, but not working. They said the treadmill was out of warranty and they would have to send a technician out to diagnose the treadmill. Once the treadmill was diagnosed they would send a technician out to replace the defective part. I explained if the cost would be too much I would just purchase a new treadmill. I paid for the diagnosis and the Ifit/Proform stated the computer board needed to be replaced. I asked the Ifit/Proform rep if it was another part what other cost would I incur. The Ifit/Proform stated I would only have to pay for the part since I initially paid for the diagnosis and the cost of the technician to come out. I paid the initial fee and waited for my part to arrive. The part finally arrived on January 4,2023. The technician came out only to tell me Ifit/Proform shipped the wrong part. I then conacted Ifit/Proform and waited another month until the part arrived on February 7,2023 only to be told by the technician the part did not fix the treadmill. The technician said the motor was the issue and needed to be replaced. I then waited another month until March 8,2023 for the motor to arrive. At this time the treadmill repair company told me they no longer had a technician in the area and I would have to contact Ifit/Proform. I contacted Ifit/Proform only to be told that I would be charged another service to repair my treadmill. I explained to them I had already paid the service charge and at this point had now waited 6 months to get my treadmill repaired and if the technician from the company I already paid was in the area I wouldn't have to pay anything. The representative continued to repeat they would not send out a technician without another service charge. At this point I'm just disappointed in the terrible customer service I received from Ifit/Proform. I had a great treadmill, but will never purchase another treadmill from Ifit/Proform. Piss Poor Service!

I purchased your recumbent exercise bike 3 weeks ago because I had knee surgery and needed to bike. I purchased your treadmill in the past, love the iFit component (I am a member), I especially like John Peel's workouts. I follow him on my treadmill and bike. When I needed a bike I did not think twice and purchased a bike from you as well. After I started riding the bike, I noticed my knees were hitting the monitor because I had to push the seat all the way forward due to being short. I called your warranty department and they sent out a tech to look at my issue. He could not do anything about this issue and put this into the note. I called back to the warranty department the next day to see what they could do and this is where I am dissatisfied.

I was transferred to the returns department and was told in order to return this bike I had to pay a $250 restocking fee and 10% of what I paid for it. I only paid $399, so this made no sense because I would be paying almost double to return this bike. She was not helpful in resolving this issue. All she said she could do was provide 5% back ($20) and a product of my choice like an iFit heart monitor.

I told her I did not want any free items, I wanted a bike that would fit me properly. I have used many recumbent bikes and never have I had the issue of my knees touching the monitor. As I said, I had knee surgery and have hit my knees on this monitor and it is not comfortable. She said there was nothing she could do, nor ProForm. This was there policy and that's it! I asked to speak with a supervisor and was told none were available, but would pass on my what we talked about.

I told her I was going to be writing a bad review regarding this service, but she did not seem to care. So when you see the bad review in Google you will know why.

It is unfortunate that a big company like ProForm could not resolve my issue by exchanging my bike for another one that works for me. I guess one dissatisfied customer is okay with ProForm. They got their money from me, but not again! Shame on ProForm for having this type of policy and not making the customer happy. Especially one that was a previous customer that was happy and has had a misfortune of having knee surgery. I excepted better than this from this company. I live and work in Utah and have been to the company in Logan. I guess they have gotten too big for themselves.

Tablet stopped working (unable to reset Etc. with support, so they issued a replacement that would be on the way "soon")
We waited no called back 2 weeks later, we were told then that the part was on back order but we will get it"within the next week upon arrival to be the first on the next list and we'll get shipping upgrade" (I am not mentioning the long wait and transfers each being 40 mins plus for every call!).
Tho there's three weeks later, we called wondering what was going on…well our part will be "build" and generally replacement take 5 weeks. Shame on us. Oh well. I guess other agents aren't aware…
6 calls and 3+MONTHS, many lies and false expectations Plus 1 ESCALATION later we RECEIVED THE WRONG CONSOLE PART!
The 2k equipment is a paperweight! Any fineness equipment from other manufacturers held up better and longer. The customer service is a nightmare and now we have to go through it all over again, having to explain what exactly was messed up to a person possible being less tech savvy than us, providing images Etc. (wires and plugs don't match up, as the wrong cable plugs are installed on the board as there is a different plug style needed to connect the wires on the board some plugs were welded together, so we had to gently remove them to unplug (9 plug needed for the new board but the original has a 5 and. 3 installed Etc)… and heaven forbid to self fix this IF you are not tech savvy because we are but there is nothing we can fix if we get I correctly wired electric board plugs lol). So ignore the companies replied to "call them to resolve the trouble" as THATS WHAT WE HVE BEEN DOING FOR MONTHS!

Don't buy Pro-form. If you still do, activate the warranty. And avoid getting a model with built in tablet! Get one without or one that synches to YOU tablet of choice!