Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  

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:05/20/2025

  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 bought a NordicTrack treadmill several years ago that included a screen on the console that would play workout and walking/jogging videos and show your heart rate and miles walked. After a couple of years of use, it then went unused for about 1-2 years. When we went to use it again, the screen was stuck in an endless boot cycle. Resetting the console to factory would stop the boot cycle, but as soon as it was connected to WiFi, it would automatically download an update that would send it back into the boot loop. In other words, an unavoidable update from NordicTrack / iFit broke the screen on my expensive treadmill. The screen broke due to no fault of my own, or anything I did to it. When I asked NordicTrack to provide a replacement for the screen, they had me run through an hour of troubleshooting (things I had already done on my own), and then told me they wouldn’t replace the screen because it was no longer under warranty. A replacement would cost me ~$500. Why is it my responsibility to pay for a replacement screen that NordicTrack / iFit broke with a faulty update?

  

  Business Response

  Date: 05/23/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your console. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  After reviewing your account we would be happy to offer you a 20% discount for the purchase of  a new console. If you would like to purchase please let us know. 

  Thank you 

  Customer Answer

  Date: 05/23/2025

  
  Complaint: ********
  
  I am rejecting this response because 20% off of $500 is still $400 for something that you, as a company, broke. 
  

  To strongly repeat and emphasize — the screen on my treadmill is no longer working because of a faulty update that your company automatically pushed to my device.  You have offered no resolution and no solution to the screen that you broke.  I spent over an hour with your technical support, and they were unable to solve the problem.  The only option they provided me was to purchase a replacement console for $500, as my machine was no longer under warranty. 
  

  As you broke the screen, and not me, the warranty should not apply.  If I sold you a computer with a 2-year warranty, and then on day one of the third year automatically pushed an update to your computer that disabled it, you would insist that I fix it at no cost.  If I told you I wouldn’t because it was no longer under warranty, you would find that response absolutely unacceptable. 
  

  This scenario is exactly the same.  
  

  You broke my device, you need to provide a resolution/replacement at no cost to myself. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/27/2025

  Hi *****, 

  We understand your frustration, as your machine is no longer covered under the manufactuer's warranty a new console will need to be pruchased, We are happy to offer you a final offer of 40% off. This offer is an amazing deal, if you would like to order a new console please let us know. 

  Thank you 

  Customer Answer

  Date: 05/27/2025

  
  Complaint: ********
  
  I am rejecting this response because, as I stated before, whether the warranty is expired or not is irrelevant. 
  

  You broke my machine with a faulty update, and have provided no solution to resolve the issue.  The onus is on you to repair what you broke. 
  

  I am not financially responsible for fixing a treadmill that you broke, as I did not do anything that contributed to the treadmill breaking.  I have treated the treadmill well, and that the console is  no longer working has nothing to do with anything I did, but is fully attributable to your actions.

  Please provide a no-cost replacement so I may repair what you have broken  

  
  Thank you,
  
  ***** *******

• Initial Complaint

  Date:05/19/2025

  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 purchased the NordicTrack Commercial 2450 treadmill directly from NordicTrack’s website. After the included one-month iFIT trial expired, the treadmill became functionally unusable—it shuts off every five minutes, and key features such as streaming apps and workouts are now inaccessible. I was not clearly informed prior to purchase that the majority of the treadmill’s features, including basic entertainment options and even reliable manual mode, would be disabled without a paid iFIT subscription. This experience has left me extremely frustrated. I purchased this treadmill to use indoors for walking during cold/rainy weather and expected that a $2,000+ machine would function independently of a subscription. I attempted to resolve this through NordicTrack customer support but received no meaningful assistance or solution. I am requesting a full refund or a resolution that restores full basic functionality without being forced into a subscription.

  

  Business Response

  Date: 05/19/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account, we can see that you are outside the return/refund 30 day window. We are happy to make an exception for this and autorize a return however all fee's assoicated with a return are promitted. a 10% processing fee of $244 and a return freight fee of $250 would be deducted from your refund. 

  Please let us know by 5/23/25 if you would like to proceed with a return. Thank you 
  

  Customer Answer

  Date: 05/19/2025

  
  Complaint: ********
  
  Thank you for your reply and for offering a return outside of the standard 30-day window.
  
  
  While I appreciate the exception, I must respectfully push back on the nearly $500 in deductions. The treadmill has not performed as advertised since the expiration of the iFIT trial, and I was not informed prior to purchase that core features—including entertainment apps and even reliable manual operation—would be disabled without a subscription.
  
  
  Additionally, the unit powers off every five minutes, rendering it unusable. These are not buyer’s remorse issues—this is a case of a product failing to meet its advertised capabilities.
  
  
  Given this, I am requesting a full refund with no processing or freight deduction, especially considering the widespread complaints about similar issues. I’ve already submitted a formal complaint to the Better Business Bureau, and I’m preparing documentation for my credit card company if we cannot reach a resolution that reflects the nature of the product’s failings.
  
  
  Please let me know if we can proceed with a full refund. I would prefer to handle this directly rather than escalate further.
  
  
  Thank you,
  
  ***** *******

  

  Business Response

  Date: 05/20/2025

  Hi *****, 

  Thank you for reaching back out, where we are already allowing a return outside the 30 days, we are unable to waive any fees. If you would like to go ahead with the return please let us know so we may start that process for you. 

  Thank you 

  Customer Answer

  Date: 05/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Thank you for your continued correspondence. I appreciate that you're offering a return outside the standard 30-day window. However, I must strongly reiterate that this is not a matter of convenience or buyer's remorse—it's a matter of a product that does not function as advertised.
  

  After the iFIT trial expired, the treadmill began shutting off every 5 minutes and locked me out of basic features such as manual workouts and media apps like Netflix and Prime Video. Nowhere on the product page or during the checkout process was it clearly stated that these core features would be inaccessible without an ongoing iFIT subscription.

  At this point, I’m not asking for a courtesy—I’m asking for accountability. This is a textbook example of product misrepresentation, and I’ve since learned that many other customers have faced the same issue, as reflected in public reviews and BBB complaints.

  To resolve this fairly, I am again requesting a full refund with no restocking or freight fees. Failing that, I am prepared to proceed with:
  - A formal credit card chargeback for merchandise not as described
  - Filing a complaint with the Federal Trade Commission for deceptive business practices
  - Participation in any ongoing or future class action efforts against NordicTrack or iFIT
  
  This product has wasted my time and left me with an unusable treadmill. I strongly urge you to make this right and waive the fees so we can resolve this without further action.

  
  Thank you,
  *****

  

  Business Response

  Date: 05/22/2025

  Hi *****, 

  We understand your frustration but because we are allowing a return outside the return window, we must abide by our policy and charge the fees that are required. Please let us know if you would like to go ahead with the return, to iniciate the return it must be doe by 5/23 otherwise the coutesy return will no longer be valid. Please let us know how you would like to proceed. 

  Thank you 

  Customer Answer

  Date: 05/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  Your 30-day return window is intentionally deceptive. The treadmill required me to activate a forced 1-month trial of your subscription service (iFIT) just to begin using basic functions. This makes your stated return period deliberately misleading, as consumers only realize the treadmill’s full limitations after the trial ends.
  
  
  This tactic is inherently unfair, deceptive, and likely violates consumer protection standards around transparent product marketing. I do not accept your proposed resolution, and I am alerting the BBB explicitly to these nefarious business practices. If you’re unwilling to fairly resolve this, I will pursue further escalation through consumer protection channels and my credit card issuer.
  
  
  Please reconsider your stance promptly.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/23/2025

  Hi *****, 

  We apologize, we are already 13 days outside of the return window at this time, we are unable to waive fees. If we don't initiate a return today, our billing department won't accept one. Please let us know if you would like to move forward. 

  Thank you 

  Customer Answer

  Date: 05/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Hi,
  
  Your refusal to waive the return fees for a defective and misrepresented product is unacceptable. I’ve filed formal complaints with both the Better Business Bureau and the Federal Trade Commission, and I will now be proceeding with a dispute through my credit card issuer. You’ve left me no choice but to escalate further.
  
  
  No further response is necessary unless you’re offering a full refund without fees.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/15/2025

  Type:Product 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 bought a NordicTrack RW900 rowing machine and used it around 20 times, but now the screen froze to the iFIT sign and nothing happens. I called NordicTrack and their technical support did not help at all. This product is a new product and I expect to have this expensive unit not break-down after minimal use. Their only solution is to buy a brand-new console, which is >25% of a brand-new rower. This is absurd !

  

  Business Response

  Date: 05/16/2025

  Hi Maik, 

  Thank you for taking the time to address the issues you have encountered with your rower. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account, it does indeed appear that you need a new console. We apolgogize for the inconvienance this has caused you. Your machine is no longer covered under the *** warranty as of 8/29/2023. We would be happy to honor a 25% off discount on the console for the experience you have had. 

  If you would like to make this purchase please let us know and we would be happy to move forward on this with you. Thank you 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23332831
  
  I am rejecting this response as I believe a high priced product like this with a minimal use should not fail as rapidly as it did. Such lack of product quality is unacceptable for any high-end equipment. The equipment is advertised having great features and quality. The quality and the response to rectify such quality issues is extremely disappointing. I have no problem to send the faulty console back and get a reasonably priced, refurbished unit back. However, a price of >$500 for a new console, which represent 25% of the purchase price is unreasonable ! A 25% discount still has this overpriced replacement part at a much too high level of pricing. 
  
  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 05/16/2025

  Hello, 

  We understand the frustration, we are happy to offer you a final offer of 40% off a new console. Please let us know if you would like to take up on this offer. 

  Thank you

  Customer Answer

  Date: 05/17/2025

   
  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, although I would like to know the exact cost it would be to me to evaluate whether we are now in a reasonable spare part range.
  
  Sincerely,
  
  Maik Jornitz

• Initial Complaint

  Date:05/07/2025

  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 a treadmill from NordicTrack, it has broken down 5 times in 2 years. They said they would replace the treadmill but only if a technician said it was not fixable. When the tech showed up he stated that he could not report to NordicTrack that it was not fixable because they would not hire him again as a technician if he did. This technician came out twice and said the same thing both times. I have requested that NordicTrack send me transcripts of all the phone calls and a detailed record of service requests and technicians dispatches and they have never sent the requested information. PLEASE HELP!

  

  Business Response

  Date: 05/08/2025

  Hello, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  After reviewing your account, we confirmed that our product resolution team is working on your case and will contact via email. Please respond if you don't hear from them in 48 hours. 

  Thank you

• Initial Complaint

  Date:05/05/2025

  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 2021 I received an offer from my company at the time to pick out anything from a 10year anniversary magazine and the company would provide this for us. I picked out a Weider 2980X Home Gym system. This was during covid, which with shipping issues and everything else I did not receive the box immediately. I recently started to put together the machine and noticed a multitude of missing parts. I reached out to the company and they said they could provide the parts but I would need to pay out of pocket. This is ridiculous as the company didn't provide all the proper parts in the first place and for me to pay out of pocket for something I didn't receive doesn't make sense to me. I now had to cough up $122 for replacement parts for a product I didn't even buy, just to be able to use it as I wouldn't be able to re-sell it with missing parts.

  

  Business Response

  Date: 05/07/2025

  Hi *****, 
  Thank you for reaching out, with the infomation provided it comes up with a different name. Could your account be under a different name? We've also receive more then one submission did you happen to submit 2? 
  Any info would be grately appreciated so we may get this resolved for you. 
  Thank you 

• Initial Complaint

  Date:05/05/2025

  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.

  I called the were rude and refused to replace the machine even though the agent said they could

  

  Business Response

  Date: 05/06/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your (machine name). We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company.

  After reviewing your account and current cases, we will need a copy of your reciept, a picture of the model and serial number tag off the physical machine as well as photos of the damage to your machine. Once we have this info we will be able to move foward. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:I want to know if you will definitely replace it because it is a hassle to do all this. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/06/2025

  Hello, 

  We cannot promise that, we need to see what the issue is with your machine and verify your info before we can make a decision

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Please send me an email. 
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/06/2025

  Please attach the following to this thread, once a BBB is submitted we work directly though this portal. Thank youi

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I can’t it will not let me
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/07/2025

  Hi ****, 

  We've sent you an email to attach your info to. Please reply to the email with the requested info. 

  Thank you 

• Initial Complaint

  Date:04/30/2025

  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 an elliptical in 2022 for $1300. At the time they offered me 39 months financing. I am still in those 39 months and the screen doesn't work. It is clear power is going to it but it is just black. I also have a bike from them and had a similar issue. I spent 2 hours on the phone with a representative trying to fit it. She kept having technology issues and hanging up on me. Its concerning that they even have issues with their techs. Then she told me I would need to buy a new screen that is $660 just to use the elliptical I bought 3 years ago. I spoke to a supervisor and again he said I can give you 10% off. Ok 20% off. Why would I want to continue wasting my money with this company? They are creating sub par products, charging a $39.99 monthly fee to use them and then requiring more than half the price of a new machine to fix them. It is unethical.

  

  Business Response

  Date: 05/01/2025

  Hi Savanna, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your accout, we would be able to offer you an exclusive 25% off the console, along with a extra 30 days added to your ifit membership. If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23268781
  
  I am rejecting this response because: 25% would still result in me paying close to $500 to be able to use a machine I purchased 3 years ago. My experience with your company has taught me that even if I spent the money, there is no guarantee that the equipment would work for a reasonable amount of time after that. It is clear your company does not stand behind their products and I can't justify spending any more money for subpar equipment.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/02/2025

  Hi Savanna, 

  We understand your frustration, we are happy to go ahead and send you a one time courtesy console. Can you please verify your shipping address? 

  Thank you

  Customer Answer

  Date: 05/02/2025

   
  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.
  

  My shipping address is *************************************. Thank you.

  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23268781
  
  I am rejecting this response because:

  Hello,

  
  

  On May 2nd, the business said they would send a new console. I have not received a tracking number or any additional information on this. Can they confirm when I will receive the new console?

  
  

  Thank you,

  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/16/2025

  Hi Savanna, 

  We need to get your address, no address was provided when requested. Once we have that address we can process that order. 

  Thank you 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23268781
  
  I am rejecting this response because:

  My shipping address is ****************************************************************. Thank you.

  Sincerely,
  
  ******* ********

  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/16/2025

  Hi Savanna, 

  Here is your order number ICS10036688 please allow 7-10 business days for shipping. Thank you 

• Initial Complaint

  Date:04/30/2025

  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 NordicTrack EXP 7i Treadmill (Model 310900)**, which has an iFit-enabled Android console, and I can not get any support to resolve rebooting issues caused by software glitches or outdated firmware. I'm trying to get a replacement SD Card but the company is unresponsive.

  

  Business Response

  Date: 05/01/2025

  Hi ****,

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  We were unable to locate an account for you under the infomation provided in your claim. Can you please provide the following? 

  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL (optional):
  SHIPPING ADDRESS: 
  MODEL #:
  SERIAL #:
  DATE OF PURCHASE:
  PLACE OF PURCHASE:
  PRICE OF MACHINE:
  
  

  Once we receive this infomation we will be able to locate your account and move forward on resolving this for you. 

  Thank you

• Initial Complaint

  Date:04/25/2025

  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.

  I purchased a S22I (Nordic Track exersize Bike) in January. Of the approximate $2,100 I financed $1,500, no payment due foe 3 months. They were to send me the payment info, and if i remember right, they were to bill my credit card after 3 months. I never recieved any billing info. I have called multiple time (over 6) to find the status, the answer was alway you will be contacted. I never was. Now they have turned me into the ************* for non payment. I do not have any non payments on my account. Today I tried, with no results, to contact Nordic Track again. The ****************** conveniently didnt take my call after being told they were still open. I dont know what to do, I dont know what to do to get my credibility back. I have told they multible times I will pay off 100%. This very unfair. And I need my credit Back. I have ask multiple times for a name or phone number or email. The ones they give me are BOTs or lines not montored by a person. I can be reached at **************. I am sorry to be wasting your time. My credit rating is usually in the 800s its now barely 700. This border line criminal. Thank You for your time.

  

  Business Response

  Date: 04/28/2025

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your lender. We appreciate your valuable feedback as we work to improve our services! 

  After reaching out to our ******************* they have advised that because this issue is with the lender and not NordicTrack directly you will need to reach out to ******* directly to get any financing issue resolved, they may be reached at ************. 

  Thank you 
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23252612
  
  I am rejecting this response because:

  Thank You, I will try call them now.  You both are into BOTs and AI chats. Note you still NEVER gave me my account number and on Friday the bank. I will pay this off 100% payment now.  I did receive multiple times from Nordic Track the canned answer "someone will contact you"    No one did !! after multiple calls and now I have a Non-Payment on my Credit report. That unacceptable. and I need Nordic Track to help in the reversal of this false filing on my credit report.

  When I tried calling the Bank on Friday, I could not get through the because I don't have the account number.  What is my account number?? Please complete this transaction so I can Contact ******* and get through their digital Phone acceptance portal. Please what is my account number. I called the number you gave me several time on Friday with no successful way to get through the portal.  THis is why I contacted BBB  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/29/2025

  Hi *******, 

  we understand your frustration, we are unable to provide a full account number due to PCI compliance, however here is the last four digits XXXX-XXXX-XXXX-0928. It may also be located on a monthly statement that you receive. Please let us know if you have any further questions. 

  Thanks 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  I understand you can't give out account numbers but if you had given the correct mailing address to ******* I would not have a non - payment posted to my credit report account. In ******* CA we cannot receive home mail, so you needed to give the correct mail service address.  Also, I had to force the 1st **** to connect me to the billing department then had to force the 2nd **** in the billing department to give me the correct phone number where the ******* answered the call.  Once I connected with ******* with the correct phone number, I was able to solve the problem Immediately.  I now have to try and have the non-payment on my credit report resolved. Typically, they stay on your credit report for 2 years.  I fault I-Fit for this infraction; Credit reports are important to me. I paid off $1000 immediately and will pay the balance as soon as I receive the final amount.  I called I-fit multiple times to fix, no help.  Again, thank you, this case ******** can be closed. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/02/2025

  Thank you, we are glad you were able to get this resolved. Please let us know if you have any further questions. 

  Thank you

• Initial Complaint

  Date:04/22/2025

  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.

  The manufacturer has a known issue with its product. In this case, the console on a rower (Nordictrack RW900) goes all white and cannot be repaired. The manufacturer does not have any replacements, nor do any of the 3rd party sites they refer. The inability to replace this console renders the machine useless. iFit knows they have this issue and has no intention of stocking replacement parts for this.

  

  Business Response

  Date: 04/22/2025

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 

  
  We are currently looking into the best option for you. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Once we have this info we can proceed with working with our product resolution team. 

  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23234836
  
  I am rejecting this response because: There is no actual contact information to reach this person and try to resolve this issue.
  
  Sincerely,
  
  Kellen Miller

  

  Business Response

  Date: 04/23/2025

  Hi Kellen, 

  Please send the photos thorugh theis portal or you may email them to [email protected] but please make sure that you put your claim number in the subject line. 

  Thank you

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23234836
  
  I am rejecting this response because: email sent on 4/25 as directed. Followed up on 4/30 after having no response. Received response "I apologize for the delay, I'm currently working with our leadership to get this resolved for you, I will update you once I have more info. Thank you " on 4/30. With no resolution in place at this time, I cannot close the complaint. 
  
  Sincerely,
  
  Kellen Miller

  

  Business Response

  Date: 05/02/2025

  Hi ******, 

  Thank you for your patience while we figure out how to resolve this for you! We've submit your case to our product replacement team. They will be contacting you via email with all the details on a replacement machine. Please allow 7-14 business days for them to reach out to you for further instructions. 

  Customer Answer

  Date: 05/07/2025

   
  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. This is contingent upon receiving the replacement machine as promised in email correspondence with the manufacturer.
  
  Sincerely,
  
  ****** ******