Review Time
We have been calling since December 2022 and they said they were sending us a part under warranty in 4 wks. We have called multiple times and still never received the replacement part abd it is almost April 2023. No one that answers the phone can tell you anything. I want a refund on my extended warranty!!!
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.Poor Service!
I bought a Proform elliptical in March 2023. The elliptical was installed by Proform installers which I paid $200 so that I would have peace of mind it was done right. From day one it started making noises. The noise is so loud that it distracts from working out. It is so awful that I have stopped using it. I am really disappointed with this machine.Another issue is Proform customer service and warranty. They want to talk you through troubleshooting the problem by removing panels, recording the noise, and videotaping the flywheel while using it…not easy!!! After going round and round with them they want to send you replacement parts. Why does a brand-new machine need parts replaced?!! They shipped the parts to the wrong address the first time, I had to wait another week for the parts to be reshipped. Once you receive the parts you have to contact a technician to schedule the installation of the parts. The soonest a technician can come is 2 weeks. My first bill is now due for a machine I can’t use. VERY UNHAPPY TO SAY THE LEAST!
Purchased an elliptical Carbon E10 with IFIT a week and a half ago. Put the machine together no problem, turn it on seems ok, but then upon trying to use the console it continuously gives an error, shuts down, try’s unsuccessfully to update software. Call Proform Monday and spend 1 hour 45 minutes with their help on video chat only to be put on hold after an hour. Thinking to myself great, they will replace the obviously broken console. Nope I get hung up on, no return call, no text no contact at all. I call again from work, thinking they will continue where they left off, nope new agent wants to start a new video call and go through the whole thing again. I question this asking if she cannot just look at the notes from the last person and she hangs up on me. Again no contact. As I am extremely busy at work I think great I’ll call Saturday, literature says open Saturday, I call and nope not open Saturday. At this point I really just want either some help for an expensive piece ofEquipment that should have worked out of the box, some actual customer service would be nice, or they can pick it up and give me a full refund.
Used the machine for a total of 25 hours and because the warranty had expired within 40 days there is nothing they can do to help. Major components of the machine are broken and there is nothing they can do. After wasting hours on the phone and several requests for service unanswered. DO NOT BUY any Proform equipment as they don't stand behind the quality of their equipment. iFIT is also a rip off because you cannot use the machine without the subscription. The worst equipment I have ever purchased in my life. Inability to resolve issues like this and refund the annual subscription of the IFit adding to the bad customer service experience I have ever received in my life. DO NOT BUY this junk!!!
I wish I could give less than 0 stars!!!I bought a proform bike with a tablet console. I used it for about 4 months the console started shutting down and rebooting in the middle of workouts. I started trying to get the problem resolved in July finally on December I got an answer stating it was my console hardware problem. At that time was told a replacement would be sent ASAP. Warranty went out in December so I asked would it be honored since I have been waiting on the company to respond/fix my issues. I was assured yes it would be just to contact when I got new console set up. I received the new console on Jan 30,2023. Once I got the new console setup and attempted to do a workout the same issue started. I contacted pro form customer support chat no answer email no answer. I finally got a representative by phone and was told my warranty was out and it would be $150 to get a technician to come out. I refused to pay anything because I was told it would be covered. I was then sent to another department and setup a virtual chat and sent a video of the issue. A couple of things were tried with nothing accomplished. After about an hour and half and 2 apps being downloaded the representative hung up on me.This is the absolute worst experience and equipment you could have. I would definitely advise against buying from this company. Absolutely the worst!!!I guess this company has no regard to how much things cost now and to get something so expensive and useless hurts working people!! Sorry sorry sorry excuse!!
Screen went out in December. Told me 3 weeks for get a new one. 3 weeks later told another 3 weeks. 3 weeks later told me another 3 weeks again. Now I'm told 6-8 weeks. Pro-form is total CRAP company even in warranty. NEVER BUY THESE PRODUCTS.
After experiencing the issues I have and reading the reviews we should all start a class action suit against the company.I bought my bike from BJs late Dec 2020 and bought extended warranty through 2025. I am going to contact BJs and tell them they are selling a product from a manufacturer that is not living up to its responsibility to the customer. They are literally non responsible.
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