ProForm Reviews 417

If I could give zero star I would. It’s a terrible company who doesn’t care about customer service. The $2500 treadmill lasted 2 years and when you call for service, you wait 4 hours (literally) to get through to someone only to be transferred and hung up on. Do not buy anything from Proform. Terrible products and service.

We ordered this bike less than a year ago and only used it maybe 10 times. Now the bike will not turn one once plugged in. I have spent countless hours on hold with customer service only for the agent to disconnect the call and NOT call back. I've sent numerous request but nothing. I guess I'm just out of over 1500 bucks maybe more idk. I sure wish I would have done my research! NEVER BUYING ProForm again!!

Avoid this company. The service is bad. The treadmill is crap. I paid for the guarantee that cost me $300 for 4 years. I bought it 2 years ago, I called them because my computer was damaged and the legs has rust. After 3 hours on the phone, they told me that they were not going to fix it. And void the guarantee. Now I lost $1,800 + $300 extended guarantee.

I bought the pro9000 treadmill for £2k from John lewis . I did not realise that unless you are perpared to pay the almost £32 per month to ifit , the machine is practiacally useless. You cannot engage any of the systems unless you pay this fee. The machine itself takes an age to heat up in the morning. Most of the money has been spent on their screen, which does next to nothing extra unless you pay the fee. Save yourself a load of hassle and buy a machine in the £700 bracket which will outdo this machine. In other words, if you are not going to join ifit for around £360 per year for a single user, avoid this machine like the plague.

Just checked this site during Treadmill product research as I was just about to push the button to order at £1.999. Thank heavens I did. Terrible yes terrible reviews .. thank heavens for Trust Pilot and similar sites ..

This review was going to start off as a 1 star review. But in the course of the day, things have improved. Here's the story.

I bought my ProForm elliptical machine in September, and everything was running great. Until the fan decided one day to turn on and never turn off again. There was clearly a defect with the control board running the fan constant or (less likely) with the fan itself.

Contacted ProForm support via their "contact us" website form. They couldn't locate my registration or purchase for the machine, so we had to go through that loop. Correspondence was via email.

It took them about 1 week to answer my first inquiry, and then another 2 weeks to register my machine. They also asked for a video and photos of the machine misbehaving. A pain, but OK let's go through the motions. Recorded everything related to the fan, how it turned on high before the machine even booted, how it stayed on high when the fan buttons were pressed. Verified that my software was up to date and that "my cords weren't twisted", whatever that was supposed to mean. Submitted all of this in reply email.

Three weeks go by, finally heard back from them. This was literally their response, "That noise is normal and is just the fan to cool down the CPU."

Uh no, that's not "normal" noise. I know what the fan sounds like when I deliberately turn it on and what it sounds like when it's off. The fan was not cooling the CPU (I mean, it's a freaking tablet built into the console, it doesn't need a fan to cool it). The customer service agent "Bree" definitely wanted to avoid dealing with my issue and was clearly not skilled enough to know how to actually help.

So when I got this email reply, I was beyond pissed. At this point, the only thing to do was to call their toll free number and speak to someone in person. I was loaded and ready to tear someone up.

Instead, I got a new customer service agent who was remarkably helpful. I explained the situation, the problem with the machine, the failing response of the previous customer service rep, etc. She took it all in, verified my information and verified the previous response. She looked at the video I had sent and then did the right thing, sent them to the service manager for review.

Sure enough, the service manager immediately authorized a replacement console unit, based on the defect shown in the video. The new console should arrive in 10 days or so, with any luck.

So yeah, after reading all the very negative support reviews here, I was about ready to concur, that ProForm support was awful. But today's phone-based interaction was much more positive and I am at least back to neutral feelings.

I guess if you need help from ProForm, you need to call them and wait for a long time on hold for them to pick up. At that point in time, there might be hope that they can resolve the issue.

I regret buying this so much. We bought a treadmill around November 25th and it didnt work at all, so after many calls with them thtey told us that the console was broken and they would send us a new one for free. The lady said we would receive the console in about 5-10 days, which was already frustrating enough, and it has been almost 3 weeks. I am currently on the phone with proform right now but their customer service is AWFULLL i have been calling for 1 hour and 14 minutes and counting and i still have not been answered. I dont know why its taking them so long, i am about to just be so done with this and return the product which is even worse because now we have to take the treadmill apart…. and put it back into the packaging which god knows how to do. Worst experience ever we just needed a treadmill and now we were left with nothing.

What an awful company with practically non-existent customer support. I purchased a ProForm 9000 from them through Costco. Within a few days, the incline stopped working. Not only did it stop working, but it was stuck at a decline making it impossible to fold the treadmill back up, and the thing is HUGE.

After submitting a request to support through the recommended channels, I heard nothing back. I then called during my lunch break at work and was told I would have to be NEXT TO the treadmill to help them troubleshoot, as though me explaining the problem wasn't enough (I had already gone through the troubleshooting on the website). Nope, they insisted I call back. This is after waiting on hold for nearly two hours.

So I call back, and again was on hold for over an hour listening to the WORST MUSIC I'VE EVER HEARD in my life. "Ooooooh I love my baby." Good LORD who picked that song? Anywho, I'm done with these clowns. Product broke within days, no support, no help, just a huge treadmill that doesn't work and can't be moved/folded up plopped in the middle of our garage. In the process of returning it.

There were hardware and software related issues with the Treadmill from day one onwards (Dec 2021) and after more than a year of contacting them, there is still no resolution or response from Proform customer service team. It's probably one of the worst experiences I ever had. I advice anyone planning to buy one of their workout equipment (Treadmill, Bike, Rowing machine etc.) to stay away from them.

So I bought a stair stepper from Proform, and within 3 months it broke, the bearings all pretty much took a dump, It took over an hour of tech support and three weeks of waiting for them to come and fix it, I bought the extended warranty seeing that this is going to be an issue, So eventually They fixed it and I started using it again, Broke again in several months. a month to fix again, Overall I have had 8 repair people come fix it, of which eventually they gave me a new one, and I again bought the extended warranty, and again it's broke, been on hold an hour and a half waiting for tech support, to have to wait a month for them to come fix it again.

PRO-FORM OWNED BY I-CON IS ABSOLUTELY THE WORST COMPANY TO DO BUSINESS WITH..CUSTOMER SERVICE IS THE WORSE..BOUGHT A TREADMILL DEFECTIVE ON DELIVERY AND ALL THEY WOULD DO IS GIVE ME THE RUN 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 ALMOST $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. 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 it should eventually come. Really your going to charge me all this money for something I never could use. They basically do not contact you on matters that are important. They charge your credit card then when it comes to customer service they just do not care and to think after all that they would say, yep we blew it so we are not going to keep all this money from you, but nope they put the burden on you. So instead of making people happy especially when they had dropped the ball customer service wise and not getting back to you, they just don't care and say we are still keeping all this money from you. I would call customer service be on hold for hours and hours, sending e-mails through their company website to no avail. Finally I got through (thought I had just won the lottery) and was told "oh we have just been busy" This is on a product that was defective on delivery and I was told not to use it. OBTW I ordered a T-10 Treadmill from their own company website

i have emailed you many times regarding the same issue.
after speaking with derrik he told me it will take the guys to come by to assemble after 5 days, or i can look for a local movers to get the machine in and the will reimburse the $150
upon calling the movers i was charged $200 just to move the equipment in and also your sales person never told me this machine is literally in 100 pieces of which some one the pieces were broken and some screws were also missing
but the guys i called to assemble it charged me $300
as per my conversation with derrik it was going to take 5 days to get the assembly guys plus will charge me $150 to do so ,

your sales guy didnn't only talk me into buying a much expensive equipment vs the simple one i was choosing for $800 which did not have the ifit
he than talked me into buying the ifit subscription too and ended up spending over $1800 bs $800 even after all that he lied to me about the delivery guys can help get the machine in
he never told me the machine comes in so many pieces and will need alot of assembly vs just a little ??? which you hear in the recording

than he never told me about return policy where there is freight fees of $250 just to return this equipment

so far i have spent over $1,800 for the machine plus $500 for getting the machine in the house and getting it assembled and now you want me to spend $250 to return it ?

derrik said he can offer free warranty to keep the brand new equipment which was just delivered with some missing and broken parts and for the console not working at all .
i asked if he can do better than the $150 plus $180 he was offering for me to keep the machine and he said no .

hence i need to return this with out being charged and i will be escalating this to your corporate office as i have experienced nothing but dishonesty and problems
Derrik also said his manager was mike but gives me audreys email ??? and he did not provide me with your corporate email or address to write my complaints to

this is my second time buying form your company as the first one was brought years a go and iam a loyal customer and came back to experience the worst service ever will never buy from you and never will recommend your company to any one

i need to return this get in touch i need to hear back from your manager

We paid for an H14 elliptical that soon after broke down
We were sent a repairman to fix it, it still didn’t work. The repairman then ordered new parts 3 more times to fix it without success. He actually called it a lemon!
We have called and called and spent hours being transferred from one person to the next . Now they want us to pay for someone to fix it. This is such an unprofessional company with substandard equipment.
I would give it zero stars if I could !

Bought a pro form 505 cts on 9/5/22 and had alot of issues with it belt, motor, bearings. I have nkt own this machine for 3 months yet and called their customer service and they are horrible at customer service they have left the chats while im asking them questions regarding my warranty. They also dont have any respect on personal privacy they wanted pictures of where in my house the equipment was set, this is privacy in a home why would they ask where its located in the house and to send pictures of around and beyond of the entire room. Then they cancel my warranty that i had for 1 year, now its showing i dont have warranty at all, this is more to sue them for getting into peoples privacy.

The worst customer experience I have ever experienced in my life. We moved the treadmill into my office and when we plugged it in, the screen wont turn on and the belt wont move. I feel its an easy troubleshooting assistance while someone is on the phone with me, but they will not help. They charge you for everything, and the live is so unprofessional and so rude. The agents name was "Sandra M." and she couldn't spell words correctly and kept saying "ok" "no sorry" IT WAS TERRIBLE! Currently been on hold for 45 minutes....

I purchased the treadmill 6 months ago, the belt has completely folded over and I called customer service and the best they can do is send me a youtube video on how to "try to fix it?" So I spent over $1K on a treadmill and it is under warranty and yet, it is MY responsibility to try to fix it. Your customer service is trash- I will be taking it back to Costco.

never again will I buy proForm machines their customer service is horrible; I just bought the proForm 9000 on 10/19/2022 my machine does not have the Bluetooth Audio button that shows on the photo listed on the website and I can't connect any Bluetooth device without it! they won't exchange it for another one and charge 2 different fees to return it! they won't work with you! the machine has a big scratch on the bottom and it's supposed to be a new machine! DO NOT BY PROFORM!!

Ordered A Replacement part on 9-2-21.Called to follow-up multiple times, told there were shipping delays from the supplier but the parts had finally arrived to the distribution center. They needed 1week to verify good parts before they shipped. Was told this story at least 3 or 4 times. Still have no part and it is now 10-12-22

I would give a Zero star to the Proform -Ifit customer service. I called them for a maintenance work on an elliptical ($ 2,199), still under warranty- they never reached back to me, even after several emails.
Do NOT buy equipment nor subscribe to this scam!

On August 19 2022 I purchased the Proform Pro 9000 costing $1700. Unfortunately, this machine has stopped after 1 month of use. The treadmill is stuck at the inclination 12, the motor is doing a weird noise and the screen is showing that the safety key is not connected even if it is connected. So now I cannot use the treadmill and no feedback from the customer service.
I have been calling and sending email with my issue and no feedback .
It is really disappointing that a company of this size doesn’t have a customer service and an item of this price has issues after a month. I strongly recommend to do not buy from this company.