ProForm Customer Service

I bought the Proform treadmill in October 2022. Less than two weeks later, I was having problems with the loud, squeaky noise. They sent a technician out to replace the back rollers. The next day, I was having the same problem and was told that I had to adjust it myself. The phone representative walked me through it and after seeing that the problem still persisted, she sent out a technician. The technician put some WD 40 on the front motor. Two days after, and the belt kept shifting to the right. I got frustrated and stopped using the machine because no matter what I or their technicians do, the belt will not stay centered. I even purchased the 3 year extended warranty and maintenance but that didn't do me any good because they're refusing to fix it anymore.

Horrible. Do not buy.

bought a bike which I received with multiple scratches/damages including frame scratches and lose handle bar, a wire harness was ordered and sent to my house, nothing to do with the scratches/damages on the bike but they can't send a technician without sending a parts first. Part arrived, I called a technician and was sent. He noticed that the bike looked rough. He informed me that the 6 parts that were sent were not for the frame and there was no other was parts that he could order. I called Proform.com and was told if i wanted to return the bike it would cost cost me 10% of the price of the bike and $250 return fee. I was informed that they don't replace or refund my money on cosmetic damages. I wanted a new bike, not a used/damaged one. It was communicated that I should take the bike "as is". I have not even used the bike.

I don't recommend Proform.com. I highly recommend other products that will be better quality, better customer service and one who will honor warranty.
Sent from Alberto
iPad

DO NOT BUY!!!!!! I bought the Proform 2000 treadmill Jan 2022; I used it twice before being deployed to the military. Upon returning, it did not work; it took three months of emailing back and forth to get a technician scheduled finally, but only after I paid $170.00; he arrived and was only there for 15 minutes; he told me the entire console was bad and needed to be replaced, told me I had to order the parts and then pay another service fee of $170.00 for him to return and actually fix the machine. If you email, you will get nothing, and don't bother trying the Facebook page/messenger either. They do not care about their customers, which wastes money, time, and effort. Save yourself and pick a different company. It might cost you more but y ou will be happier and better taken care of.

Welp I guess I'll add to what everyone else is saying. This company should be ashamed of themselves. I purchased a treadmill from a major retailer. The motor, belt and controller has already been replaced and now that I'm having the same issue I am being told I will have to pay out of pocket since the manufacturer warranty has expired meanwhile this seems to be a defective machine! Customer service doesn't care they just read from a script and transfer you around. I was also told there was no supervisor or corporate for me to speak to. Why on earth would I pay $500+ to fix a machine that clearly is faulty!

I am extremely unhappy with the extended warranty that I bought for my Pro-Form Carbon T-10 Treadmill. I spent countless time and lost wages waiting for technicians to call back/show up for my initial maintenance check up, then for my second year maintenance I mentioned that one of my fans was out on the console. I was told so sorry that it wasn't covered, as those parts are discretionary to the company. I could buy one for $411 &tax & shipping, installation not included.
I feel like this contract was a bait & switch.

Absolutely terrible customer service. They shipped the wrong treadmill to their local carrier without letting me know. They sent it back and reshipped another one a week later. Upon learning this, I tried to cancel the order and they would not allow it without charging me $420 in restocking and return fees (despite this being their error). None of the agents seemed to know what was going on.

Horrible customer service.
This company shouldn't be allowed to sell in major stores. I purchased a treadmill for over 1000.00 dollars and the console crashed. After several attempts to get service, I've been waiting for the back-ordered defective part to be shipped. No one in the office has a clue when it will be delivered. My advice is to buy another company's equipment.

THIS COMPANY IS A SCAM!!! I paid over $2000 for my Treadmill, I had surgery and couldnt put it together for a year got it up and running and the damn thing broke in less than a year. You call the call center and they send you on run around passing you from one rep/dept to another. This is utterly ridiculous!! I will not stop complaining until something is done!

Absolutely a headache and a scam! I have spent 2 days playing phone tag with ProForm! First they claimed I was outside of my service warranty, then once I corrected them they said I had an extended warranty on my labor but that we needed to wait for a part to come in, that it would take upwards of 2-3 months because "shocker" that part was in extremely high demand. When I asked to speak with a manager they transferred me to UTC their warranty department who then said since the issues was with a part warranty I would need answers from Proform the actual service company.. it's insanity. This corporation needs to be investigated! I'm contacting my state attorney general if I don't get help soon!

This purchase taught me a lesson. It's ok to watch youtube reviews on a product, but those reviewing only tell you if they like the product or not. I now know to research a company consumer report and websites like these.
Received Pro-HIIT H14, iFit membership and warranty in 10/2022. The machine does not sense any movement when you use it. I called costumer support and they sent me videos on how to adjust the reed sensor and check the wiring but none of these fixed the issue. I called to ask if they could send a technician but they never do. I would not buy from them again. It's a gamble. DON'T DO IT!

Customer service re: Warranty issues is very frustrating. Once a case number has been issued it is basically worthless. Communication via email doesn't happen. After 2 weeks of waiting for a response after receiving a case number, I finally went back to my.ifit.com and used the ChatBot. After waiting another 30 minutes, finally chatted with an "agent" only to learn that the 25 year warranty on the drive motor on the treadmill must be serviced by one of their authorized techs. Cost for that is $159 + tax + mileage. Then must get authorization for new motor, they order motor, then I get to pay for tech to come back $65 + tax + mileage (no telling where they are driving from) + cost of any other parts needed. I can buy the motor outright for $250 and not get the runaround from ifit! Why bother with a warranty??

Tried to contact help through Ifit and have been waiting now18 min for someone to respond

This is the worst company to get a hold off. Their automated system says it will keep your place and call you back. It never does. I have left my number with them 3 times!! Ready to take my elliptical back to Costco.

12/27/22 Submitted a request for a defective part on my Cycle Trainer 400 Ri. They said they'd respond in 7 - 10 days. 2.5 weeks later no additional response. Their chat system is the worst I've ever experienced, worthless! Can't get anyone on the phone, horrible customer service... I guess I'll take it back to Sam's club and request a refund. BE WARNED. IF YOU PURCHASE A PRODUCT FROM PROFORM DON'T EXPECT ANY HELP OR SUPPORT...

I purchased excercise bicycle from Proform November 2022. It was delivered missing parts. I have made numerous attempts to rectify the situation. I was on hold for 4 hours (wanted to see how long it would take to respond to a call so left the phone next to me while I worked - I finally hung up disgusted). Here it is January 2023 and I still do not have the part. One attempt to get someone to help me on a chat, I was told that it may be another 6 weeks. I will never purchase from proform again. I would not recommend this company to anyone. I would rate them a 0 ... they do not even deserve a 1.

We have been waiting since Dec 8, 2022 for a replacement circuit board to be sent. Originally told that it would be a week. We purchased the machine on After Thanksgiving 2022. It he treadmill worked until Dec 6th. We have spent countless hours on hold with customer service in fact I have been holding now for over three hours today. I do not recommend this company, their treadmill or their customer service.

Alert, do NOT buy any Preform equipment EVER. Not only did they deliver a busted $3,000 treadmill, but they refused to take it, because that was for "support" to handle. I have called 4 times and filed 3 online forms and no one has gotten back to me. The worst part is that this morning I woke up to an alert from my bank that my credit score was impacted by exceeding my limit on an account. PROFORM CHARGED ME TWICE! I've been on hold for hours without anyone getting back to me.

Terrible service will return machine.Pro 325 cxs.waited 25 minutes to speak tone person to send meto another person inparts.Waited over one hour no answer. Great service.Tention is to hard in low gear.

I am currently on the phone with Proform customer service regarding a treadmill part. I is BY FAR THE WORST CUSTOMER SERVICE I have ever dealt with. I have been on the phone so far for an hour and 45 min and NO ONE seems to know what they are doing. It has taken up my morning and 3 appts canceled. This is 1 or 4 phone calls over the last 3 weeks. Even one said they would call me first thing at 8:00am my time on Monday and no CALL. NEVER BUY PROFORM if you expect good service or ANY at all so far.

Pedal broke off less than a year after purchase, it's been several weeks since I submitted this to customer service.I have not heard a word from them,I had to purchase Pedals off Amazon in order to use my bike.I will never buy another proform product if they cannot stand behind there product I'm not wasting my money.

I recently purchased the ProForm 2000 treadmill, and some screws in the hardware kit are incorrect. After waiting an hour, customer service quickly put me on hold and never returned.
The next day, after waiting several hours, I was told I had no warranty. I sent them my receipt of the recent purchase, and they said they would call me back when they verified my warranty- they never did. I called again, and after waiting several hours I was told I would have to pay someone $160 to come out and resolve the issue. She admitted she would be angry if someone told her that. Then I researched reviews and discovered on TrustPilot 75% of respondents gave 1 of 5 rating, and the stories are horrific. A proform forum https://www.corporateofficeowl.com/ProForm/Corporate%20Office has similar horror stories, as does this review page. Verdict is in- their CS sucks.

PRO-FORM IS ABSOLUTELY THE WORST COMPANY TO DO BUSINESS WITH...BUYER BEWARE...NEVER BUY ANYTHING THAT HAS TO DO WITH THIS COMPANY...CUSTOMER SERVICE IS THE WORSE..ITS LIKE YOUR DEALING WITH A THIRD WORLD COUNTRY AS FAR AS SERVICE FROM THEM, ALMOST NON EXSISTANT...BOUGHT A TREADMILL DEFECTIVE ON DELIVERY AND ALL THEY WOULD DO IS GIVE ME THE RUNNER AROUND FOR ALMOST 6 WEEKS...NEVER WORKED AND HAD NO FAITH IN THEM...I SAID I WANTED TO RETURN IT AND THEY SAID THEY WERE GOING TO KEEP ALMSOT $400.00 OF MY MONEY. I only had it for 3 weeks but it was defective on delivery, they said they would fix it but then got the run around from them. They would not answer the phone, not answer any e-mails from me, just basically blows you off. Again you have been warned. They said they want to charge me $250.00 to pick it up and also not refund me another $99.00 for the "white glove service" they initially charged me for. This is for a product that ON DELIVERY, the belt was bad and I was told by them not to use it. Then they said they were going to replace the belt and it never arrived, again giving me the run around saying I it should eventually come. Really your going to charge me all this money for something I never could use.

Contacted proform a month ago thread mill still under warranty and they give me run around they seem like they don't goner the warranty so I will never bye another one of there products ever again

I am under the manufacturer warranty. All I need to do is schedule a simple service appointment for my machine. I've been transferred twice and I've been on this phone call for over 1 hour and 15 minutes. I tried to start a chat and they asked me for a video of the sound coming from the machine. They don't make it clear that you need to run diagnostics yourself before scheduling a service! A diagnostic trip is over $150 without unknown fees. This place is a rip off and has the worst customer service ever.

Bought a Pro-Form carbon E10 elliptical October 2022. Used it a handful of times. During use it omitted a foul oder then a pop sound & the machine shut down. Called customer service & was on hold for hours. Went on site & completed a ticket on Jan 1st. No response. After no response for 23 days. Called them in am received a phone call hours later in the evening. A brand new product should not have issues