Complaint Review: Nordictrack / Icon Fitness - West Logan Utah

I am writing to make other fellow consumer aware of my nightmare experience having purchased a NordicTrack treadmill. For context this is the 2nd machine we have purchased in the past 5 years.  Our first machine worked for 4 years albeit during that time we had to replace various parts, as incline & regular motor(twice), and control board(3 times). The machine had regular issues with it speeding up or stopping abruptly mid run, clearly extremely dangerous.  We lost our trust in that machine and decided to get rid of it, as despite various repairs the issued continued.  

As such on 11/27/2020 (order NT6560240), we purchased a brand-new NordicTrack machine from Icon Fitness costing us $2,024, which arrived on 1/6/2021. We contacted IconFitness re assembly and were informed due to COVID, they were unwilling to do assembly and explicitly required that we self-assemble the machine.  We were directed to an instructions manual and YouTube video.  We followed the instructions and the machine was up and running in late Jan. 

All worked Ok until May 2021, when the machine started to display the same issues as our old machine with unexplained revving up of speed or sudden stopping mid-run.  Contacting Icon Fitness again, and only offered a video diagnostic, they advised we needed a new motor.  At this point I also purchased an extended 4-year warranty (on 5/19/21) order # ICS9053029, costing $192

I was informed to self-install the parts, despite my request for a technician.  I again followed instructions and installed the parts.  However, same problems persisted. In July I again contacted IconFitness who with another video diagnostic informed me a new control panel was needed, again refusing to send a technician and sent me the part to self-install. 

None of this fixed the issues and on 8/11/21, my wife contacted IconFitness following the machine stopping on her mid run causing her to hit her head on the machine dashboard. Fortunately, she was not seriously injured.  In this instance Icon Fitness finally decided to send a technician once my wife informed them of the very real danger the machine was presenting.

The technician came and advised machine wasn’t assembled correctly – which I absolutely rebut given I not only followed the instructions but more importantly, machine worked Ok for 4 months before the issues started.  Technician also alleged that machine wasn’t on a dedicated plug and shared it with a refrigerator – which is blatantly false. 

At this point we have spent ~$2,200, we have a machine that we’ve used for only 4 months since purchase, doesn’t work and is downright dangerous.  Upon spending >10+ hours on the phone with customer service, and several escalations, resolution offered is for me to pay for the technician/labor and the parts out of my own pocket, which is outrageous.  Icon Fitness is not only refusing to repair or replace it, they are refusing to honor the original 1 year warranty (valid till 1/19/22) or extended 4 year warranty I paid for (applicable till 1/19/26) saying due to self-assembly the warranty is void – a fact that they at no point told me, when I ordered the machine and they were happy to take my money!

At this point I want my money back and I do not wish to keep this machine as I simply don’t trust the machine or the ethics of this company.