Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,241 total complaints in the last 3 years.
226 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 06/11/2021 I purchased a Nordic Track rowing machine for $999.00 directly from Nordic Track's website. It is Model Number NTRW10121. I also got an extended warranty that goes until 06/11/2026. We have been having repeated issues with the IFit not working and have had to do factory resets on it, where it will work occasionally and now it will not work at all. It keeps dropping the app and stopping. It will not update and is basically useless because we cannot track our workouts.
Yesterday, after going through all of the troubleshooting that NT/iFit suggests, I finally contacted their customer service (Case #********). First they gave me the parts division. They said it was a software issue, so they transferred me to that department. After telling them all the errors I was receiving and what the machine was doing, plus they had me send a video of what was happening, they indicated it was the computer board and switched me to the warranty department. The warranty department asked me same series of questions and went through everything with them and they said it was a software issue. I told them that if they read the notes and went through the chat they would see that I had done all of the troubleshooting, sent a video, and that the software division indicated it was the computer board. The warranty department refuses to replace it and I am stuck with a $1000 machine with a $500 dollar warranty that is useless! We can still use the machine, but the IFit part is crucial because that is how your workouts are tracked. I'd just like my IFit issue resolved so our workouts can be tracked. I asked to speak with a supervisor, but was told I had to fill out a form to do so. I'd like the company to assist us with getting the issue resolved and stand behind the product they sold. This seems to be an ongoing problem for many customers.
Business Response
Date: 09/22/2025
Good Afternoon Margaret,
Thank you for bringing your concerns to our teams attention!
I just pulled your account, and can see that a replacement console was ordered this past Friday, 9/19.
I am hopeful that this means your issue has been addressed, however, if this is not the case please let me know.
Best regards,
iFit BBB
Customer Answer
Date: 09/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23906838, and find that this resolution is satisfactory to me.
The supervisor did reach out on Friday mid-day and through our communication (videos and communication) she was able to determine that ultimately, as identified by the software division, that my board in my rower had failed and did order a replacement. The customer service representative I had dealt with prior was of no assistance in the matter, thus why compliant was filed. I was required to file a form in order to speak with a supervisor and actually didn't have much faith that would happen, but it did and issue was resolved. Thank you!

Sincerely,

******** *****
Initial Complaint
Date:09/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been using IFIT for a couple years. My payment was $16.50 a month and was automatically charged to my credit card monthly. I just received an email stating my membership has expired and I can renew at there new rate of $39.99. I called to inquire about this. I was told my card declined when they tried to charge it. They said that I was grandfathered in on the old plan but because my card declined I am no longer able to get it at that price. My card is perfectly fine and would not decline. My credit rating is excellent and my cards have plenty of money on them. I find it very suspect that they change their rates and plans and all of a sudden my payment doesn't go through?? And if there was a problem with the card, which there wouldn't have been, then why wasnt I notified sooner. I should get the rate i signed up for. This is such a scam and a way for them to get more money out of their customers. I would not recommend them to anyone. And I would never pay $40 a month
Business Response
Date: 09/10/2025
******,
Thank you for reaching out with your concerns! I am very sorry to hear of the recent subscription issues.
As a one time courtesy, I have gone ahead with reinstating you on the grandfathered membership plan. Please note however that we will not be able to do this again in the future.
Renewal is set to take place next week, 9/17, so please make sure that all payment information is added and up to date as to further ensure there will be no issues.
Best regards,
iFit BBB
Customer Answer
Date: 09/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
Date:09/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
iFit does not allow you to simply cancel a membership. You have to call their customer service number and wait for an attendant. The only easy option is to "pause" your membership for 90 days. For ease, that is what I did. The caveat is that they do not send a reminder when that 90 day period will end. Upon seeing a pending charge for iFit on my credit card, I realized the 90 day period had just ended. I went through the arduous process of calling, waiting quite a while for an attendant, then asking to cancel my membership. They will hold you on the line to try to sell you more memberships (likely why they force you to call) before ultimately letting you cancel. I had asked if I could receive a refund for the pending charge and was told "no refunds are offered". While a monthly membership is just $40, I find the entire process shifty and disappointing. It appears the only easy option of "pausing" a membership with no reminder and then a "no refund" policy is an easy way for iFit to dupe it's users into paying for a service they may no longer be using.
Business Response
Date: 09/02/2025
******,
I am very sorry that cancelling the membership has proven difficult. I would love to get this taken care of for you!
A refund for the charge that processed today, 9/2, will be refunded in full. You can anticipate this posting to your account within the next billing cycle. Further, your accounts status has been set to free so you do not need to worry about renewing, unless you reinstate the membership in the future.
Do you have any other questions for me? Please advise if so.
Thank you,
iFit BBB
Initial Complaint
Date:08/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
iFIT **************** is a company that provides software for exercise equipment. I have a 7 year old treadmill that crashes once or twice a year due to the ifit software. A machine in perfect mechanical shape that will not operate solely due to software crashes. ifit dropped support. I, along with countless others that can be found with a simple ****** search, feel that ifit has a business model that is not focused on helping people exercise, but rather on ripping people off with membership fee's, horrendous support, and constant purchasing of their products in order to maintain functional equipment. ifit should be investigated for unethical business practices. Their product goes into multi thousand-dollar machines that they only support for a few years.
Business Response
Date: 09/02/2025
*****,
Thank you for reaching out with your concerns!
I am very sorry to hear of the software issues which have interferred with your experience. If you are interested, I would be more than happy to connect and discuss things over.
Please provide a few dates and times of availability, and I will be in touch.
Best regards,
iFit BBB
Customer Answer
Date: 09/03/2025

Complaint: 23809771

I am rejecting this response because:
ifit has not provided a contact name, number, or email address to discuss the issue. When I contact customer service, they for 1 will not talk to me unless I have an ifit membership, which I cancelled when they weren't willing to help to begin with. Even after talking with them, the customer service group just tells me my 6 year old machine is obsolete. The only way this issue is going to be resolved is if ifit will provide the factory reset software/firmware that I can use to reset the Elite 5750 Model# ******* Once it's reset, I can remove it's WIFI connection so the ifit master server will stop corrupting it. I am familiar with the process of removing the console to access the *** port on the mainboard as I've had to do it numerous times over the last 6 years. I just don't have the thumb drive with the software anymore.
Sincerely,

***** *****
Business Response
Date: 09/08/2025
Good Morning *****,

I appreciate you getting back to me on this!

Machines manufactured in 2018 were not designed with the capability to complete a factory reset. Because of this, there would not be an option to receive the instructions you are requesting as they do not exist.

I apologize for this inconvenience, and am happy to assist in other ways if you have further questions.
Best,
iFit BBB
Customer Answer
Date: 09/10/2025

Complaint: 23809771

I am rejecting this response because:
based on ifits response, I have disposed of this perfectly running machine that is only non functional due to their software bricking it, and replaced it with a competitors equivalent model. Furthermore, my business membership with BBB is due for renewal, and before I renew, I want to see how this compliant is closed out.
ifit should clearly be informing their customer base that when they spend thousands of dollars on their equipment, that they are only renting said equipment, and ifit can and will shut the equipment down at will for no other reason than to stimulate sales.

Sincerely,

***** *****
Initial Complaint
Date:08/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was an iFit member under the $114/year individual plan. My membership expired on August 17, 2025. On August 21, 2025 the very first time I used my treadmill and discovered limited access I immediately called iFit to renew. At that point, I was told my prior plan was no longer available, and that I would have to enroll in the new $480/year plan.I never received renewal reminders because iFits system had incorrect email and phone information, despite my having updated my profile previously. I contacted support right away after realizing the lapse and explained my circumstances, including financial hardship due to caring for my 90-year-old mother. I was told too bad and that managers are not available by phone, only by email.This feels unfair. My lapse was only four days, and I attempted to renew immediately once I became aware of the issue. iFits failure to use my correct contact information further contributed to this situation.Desired Outcome:Reinstatement of my $114/year individual membership plan, or a comparable reasonable alternative, given the short lapse and iFits failure to properly notify me.
Business Response
Date: 08/22/2025
Good Afternoon *****,
Thank you for reaching out with this request! I am very sorry for any stress that this situation may have caused.
As it stands, I would like to discuss our options with you further over the phone. Can you please provide a few dates and times in which you will be available next week?
I look forward to hearing back, and connecting with soon.
Best regards,
iFit BBB
Initial Complaint
Date:08/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the Profrom treadmill in 2022. Serial No: *************, Model No: *********. After software updates, the screen is stuck and showing errors like lost connections to the machine. According to ******* et al. v. iFIT ************************ settlement, my model is among the defective devices list so I submitted claim to get it fully repaired. When I contacted support on 8/15, iFit support refused to repair my treadmill. Therefore, I am seeking settlement entitled by the lawsuit and fully repair my treadmill.
Business Response
Date: 08/20/2025
Guannan,
Thank you for reaching out with your concerns! I am very sorry to hear that you are experiencing issues with your equipment.
The former class action lawsuit met its deadline prior to 8/15. Because of this, a formal claim with all of the necessary details would have needed to be filed within the handling period to receive the most accurate assistance. While our team is open minded, I show case notes from 8/15 reflecting that your situation was evaluated by a supervisor and ultimately determined unrelated to the lawsuits parameters.
If you are interested, we can assist by offering a discount on a replacement Console.
Best regards,
iFit BBB
Customer Answer
Date: 08/20/2025

Complaint: 23754126

I am rejecting this response because:
I submiited to Claim From in March 2025, before the case deadline May 6, 2025, but I didn't get contacted about the arrangement of the repair. That's why I conatct support on 8/15. I purchased the class device listed in *********************************************************************, frequently encountered freezing and connection issue, which should be qualified for the class settlement quoted here "Repair: If you are a Class Member and you are still in possession of a Class Device that failed after November 1, 2021, due to the alleged defect but have yet to repair it or whose Class Device fails due to the alleged defect by May 6, 2025, iFIT will replace and install a replacement tablet or console at no cost to you. The replacement parts and service will be provided by iFIT, and iFIT will determine whether to replace only the tablet or the entire console (i.e., the housing in which the tablet is installed, as well as the tablet itself)."
Can you disclose the reason why your support team didn't comply witht the ruling and rejected my request to repair?

Sincerely,

******* *****
Business Response
Date: 08/20/2025
Guannan,
Thank you for your prompt response!
Do you have any details that you can provide associated with your claim submitted in March? If we can pull this record, I should be able to provide more concrete information on why it was rejected.
Best,
iFit BBB
Customer Answer
Date: 08/22/2025

Complaint: 23754126

I am rejecting this response because:
I sent my Claim Form by regular mail in March 2025. Can you find my record based on my name on the form "******* *****" or my phone number ************? Thanks.

Sincerely,

******* *****
Business Response
Date: 08/27/2025
Guannan,
We were able to locate some additional information, and ultimately confirmed that your claim was rejected due to it not meeting the qualifications of the settlement.
To further explain, the settlement was in place to support users affected by a widespread software failure. There were very specific parameters that needed to be met, and unfortunately your machine was not displaying any of the associated symptoms. Further, we can confirm that your machine is displaying all signs of a hardware/brainboard failure which is completely unrelated to the software of the unit.
Thank you for understanding!
Best,
iFit BBB
Customer Answer
Date: 09/04/2025

Complaint: 23754126

I am rejecting this response because:
My ProForm treadmill (Model PFTL12820) exhibits the very symptoms identified in the Balfour et al. v. iFIT settlement:
- Freezing during use,
- An unusable touchscreen console.
These are not isolated hardware malfunctions; they are the exact failures caused by the mandatory software update that the settlement was designed to address. Reclassifying them as a hardware/brainboard failure without providing diagnostic evidence is not acceptable, especially since the symptoms fall squarely within the settlements defined covered problems.
Therefore, I request a detailed explanation of the diagnostic steps you took to determine this was a hardware issue unrelated to the software update.
If I do not receive a satisfactory resolution, I will escalate this matter to the Settlement Administrator, FTC or other authorities, as iFIT is obligated to honor the terms of the settlement for qualifying devices.
Sincerely,

******* *****
Business Response
Date: 09/04/2025
Guannan,

Units affected by the API3 error were rendered completely unusable. The machine freezing during use, while an issue, is not one that reflects being affected under the parameters of the settlement. Additionally, there is a specific backlit screen and error code that populates as soon as the error infiltrates the unit. If this is not the stance in which the unit resides, it is not experiencing the issue.
Thank you,
iFit BBB
Initial Complaint
Date:08/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband is visually impaired and has been using our treadmill without issue for about a year. The company has updated the software and he now has to log in to use our treadmill. He cannot see to do this. Not sure why we can not go back to the previous way of using the treadmill. Apparently they do not have any visually impaired provisions available.
Business Response
Date: 08/13/2025
*****,
Thank you for bringing your concerns to our attention!
I can understand how login requirements would be difficult for someone who is visually impaired, and for this I do apologize. While our equipment does require a login for use, once the login is completed this should not be required again for an extended period of time. Every few weeks-months just to confirm you are an authorized user. Is this not the case for your particular equipment? Please let me know.
Best regards,
iFit BBB
Initial Complaint
Date:08/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Having wanting to cancel my membership subscription, I attempted to go online however there is no way to do so. Just trying to locate how to cancel was ambiguous and put you in a circle loop from either chatting with a bot or calling an toll free number only to be put on hold with a bot waiting endlessly for a live person that never came to the phone. Instead, the bot on hold continued to refer me to handle my "cancellation" matter online looping me into this never-ending situation. To this day, there is absolutely no way for me to cancel this and I'm not having to go through my credit card company to resolve these monthly charges that keep hitting my credit card. Doesn't the FCC have regulations to prevent such companies from essentially stealing from its customers as a result of such a hassles to cancel??? TERRIBLE CUSTOMER SERVICE!!!
Business Response
Date: 08/11/2025
*****,
Thank you for reaching out with your concerns! I want to personally apologize for your poor experience. This is not the standard we strive for.
I have moved forward with setting your account to the free status. Additionally, I have issued a refund for the most recent renewal. The refund should hit your account within the next billing cycle, and your membership will not renew again in upcoming months.
Is there anything else I can assist you with? Please advise if so.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025

Complaint: 23729563

I am rejecting this response because:
I would like to know how they intend to address the past several months of charges regarding my refund request. Respectfully, I have been billed for multiple months while attempting to cancel my account, only to ultimately resort to contacting the BBB—at which point the matter was finally initiated within four hours (Thank you!)

I am requesting a refund for the past three months and a clear explanation of how they plan to make their cancellation process more straightforward, so customers do not have to endure the same frustrating cycle I experienced.

Sincerely,

***** ******
Business Response
Date: 08/12/2025
*****,
I have obliged your request and saw to refunding the last three months. This is a goodwill gesture, but further refunds will not be applicable!
We currently have multiple processes in place for membership cancellation. This includes cancellation via our website, via the mobile application, and/or request for cancellation over the phone or livechat. Refunds however cannot be requested anywhere aside from the phone/livechat as any refunds must undergo an appoval process.
I hope this answers your questions! Please let me know if I can assist further with anything else.
Best regards,
iFit BBB
Initial Complaint
Date:08/08/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear NordicTrack,

I am writing to formally escalate an issue regarding my NordicTrack treadmill (Model NTL18432.2), which I purchased and have been experiencing significant problems with.

Despite contacting customer service many times the issue remains unresolved. The treadmill does not start properly without iFIT, and I am unable to use manual mode as expected. I must go through multiple screens just to start in manual mode. Nordictrack has taken advantage of its customers by trying to force them into a monthly membership through iFIT. There is no option of either turning it off or defaulting to manual mode. Instead your customer must either pay the monthly fee or spend 5 minutes going through all the screens trying to start in manual mode.

Given the time, effort, and investment I’ve put into this equipment, I’m extremely disappointed with the lack of support thus far. I am requesting immediate action to resolve the matter.

Please respond to this request within 5 business days before I consider exploring other escalation options including filing a complaint with the Better Business Bureau, state consumer protection agency, or sharing my experience publicly.

I look forward to your swift and professional resolution.

Sincerely,

***** *******
************
Business Response
Date: 08/11/2025
*****,
Thank you for reaching out with your concerns!
First and foremost, I want to apologize. Our team is saddened to hear that the equipment is not meeting your expectations or preferences. This said, the machine is working in accordance with the design. Our units are engineered with iFit not only in mind, but at the forefront. While the machines can be used in a manual mode, the intended use is with our state of the art application which is inherently different than the use of the machine in a manual mode. All of this considered, there is no "fix", as the unit is functioning well within its intended purpose.
If you are interested, we would be happy to offer you some iFit time on us so you can personally experience using the machine in this intended way. Please let me know if you are interested!
Best regards,
iFit BBB
Initial Complaint
Date:08/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June we ordered a treadmill from Ifit and was informed it would take a month to be delivered. When the treadmill arrived there was a tare in the track so the delivery company had to box it back up and take it back. We were told it would be another month (August) before another treadmill could be delivered. We contacted Ifit and requested the delivery to be expedited but were dismissed quite rudely. I sent emails to their manager, ***** ********, requesting that she get in touch with me about this issue but she ignored them. The second delivery arrived but with the same issue. The track was torn again. It has been over two months and I have reached out numerous times to get in contact with ***** ******** but she refuses to take my calls or answer my emails. I am not the only customer that has been affected in this way. ****** is full of negative reviews about this company and specifically their customer service. How can a company this size be allowed to have such a lack of compassion for their customers? Why hasnt there been any repercussions towards this company with the numerous mishandling of products and the dismissal of customer care on such a large scale?
Business Response
Date: 08/11/2025
Jac,
Thank you for reaching out, and bringing your concerns to our attention!
I am sorry that up to this point you have had a less than satisfactory experience. I spoke with management on our Billing and Returns team and they confirmed that an update was promised by tomorrow end of business day. As it stands ***** does not have a projected delivery date, this is because we must first determine when the machine will arrive at the local hub for pick-up. We are doing all we can to expedite this process for you.
The 20% credit, and 6 months of iFit time should have all taken affect, but if there is more I can assist with, please advise.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025

Complaint: 23719201

I am rejecting this response because: The machine has not even arrived yet. You will hear from me once the machine has arrived in working order. Should this third attempt arrive in the same broken condition that the other two machines arrived in you will hear another response from me asking what will be done to make this situation right. However, if this machine arrives as promised on Thursday, August 14th, then I will gladly close this issue. Thank you.

Sincerely,

*** ********
Business Response
Date: 08/12/2025
I understand, Jac! Thank you.
Best,
iFit BBB

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