We ordered an Elliptical from NordicTrack website on 2/19 with White Glove Assembly. IFit ended up being the business that handled the order and they outsourced assembly to movers that were not trained to complete the work. White glove team skipped lubrication as well as fully connecting pedals and handles. They made the elliptical inoperable and left without a signature. Additionally, resistance system was broken from the factory and remained on maximum setting making it impossible to use the equipment. Warranty/Service team was unable to place part orders they deemed necessary to address this issue over a grueling process that spanned 20 hours+ over a span of 1.5 month. It included requests to take photos of manual and part numbers that IFit Warranty Support does not have. The single order that was placed resulted in wrong parts sent. Representatives including Marco Alvardo, Karin Marroquin, Marilyn Garcia, and other individuals from the parts/warranty team stated that IFit does not have part documentation for Commercial 9.9 elliptical to order the parts. Full refund request for order was requested on 3 separate calls and 1 online request, but was not honored. Return department stated that we would have to pay $300 to return the defective elliptical. No resolution or fix was provided and we are now resorting to the Credit Card company charge back process. Order number NT11576846 . I would not be surprised if this ends up in a legal setting
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