Complaints

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

close

Find a Location

iFIT has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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:04/08/2025

  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.

  Here is the email that I sent to the NordicTrack CEO. I paid over $2700 for a treadmill that did not work properly after less than 2 months/6 uses. the agent told me that "sometimes products are damaged in shipping". I do not want replacement parts , I want a total replacement and for them to take old equipment away. who knows what other pieces have also been damaged. I think this is more than fair. if they won't do this I want a complete credit as this is totally unacceptable. Thanks in advance for your help! Here is the email to the CEO. that has not yet been answered:Mr. *****- I am a very irritated consumer of yours right now. In February of this year I purchased a Nordicktrack treadmill from your company. After less than 6 uses it started to make a a horrible grinding noise. After hours on calls with your company they agreed to send parts to replace as they thought the equipment was damaged during transport. I reluctantly, and out of exasperation , agreed to have parts sent. I received half the parts in March and have yet to receive the other part. This is unacceptable. After much thought and because I now have a treadmill that I havent been able to use for 2 months, I either want a replacement or someone to credit me in full and come get this equipment. I am sure you would be just as irritated as I am if you paid for a new piece of equipment for over $2500 that is defective. Please advise on your next steps. I can be reached at **************** or ************.

  

  Business Response

  Date: 04/09/2025

  Hi ***, 
   Thank you for taking the time to leave ** feedback on the issues you have encountered with your machine. We appreciate your valuable feedback and honest opinion as we work to improve our services!
  After looking into your account it does appear that they are issuing you a new machine as of 4/7/2025. Your new order umber is 2597009. Please allow 3-5 business days for processing and ***** business for transit. The pick up team will be contacting you within the next 7-10 business days to schedule pick up of the old machine. We do require the machine to be half disassmebled and by your front door upon pick up. 

  Please let us know if you have any further questions. Thank you 

• Initial Complaint

  Date:04/07/2025

  Type:Delivery 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.

  Jan 5, 2024 ordered a Nordictrack Fusion CST. When it arrived and was set up attempted to use the Fusion CST app on the tablet that came with the machine and workouts would not load. Submitted ticket number ******** on Feb 1, 2024 and issue has never been resolved since that time.

  

  Business Response

  Date: 04/08/2025

  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've gone ahead and sent you a personal email to help resolve the issue. we are happy to work directly with you through there until we find a resolution for you. 

  Thank you

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23173055
  
  I am rejecting this response because:
  The response back from iFit was a generic response about how to connect the equipment tablet to the machine. We already know how to do that and that response does not address the actual issue we have. The app for the Fusion CST does not work as it should, which in turn, does not allow us to use the $2k piece of equipment we purchased the way it was intended to be used. The app has not been updated since October 2021. It either crashes or the workout will not load. The tablet itself is slow and glitchy and has not been updated for about 4-5 years, nor can it be updated to the latest Android operating system which is far beyond the Android 8 or 9 that this tablet is. It just does not work and no amount of uninstalling and reinstalling will remedy this issue. The app and tablet have had no attention in the last 5 years+. This leads me to believe that there will never be a remedy as I see that the Fusion CST is no longer being sold on the NordicTrack website. Instead, we are being strung along instead of iFit actually doing the right thing and updating the app/tablet OR refunding our money. We brought this issue to iFit over a year ago after only having the equipment for a month - we gave them the benefit of the doubt and trusted that they were still putting time and effort into this piece of equipment. We were told that we needed to wait for an update to the app- that was a year ago, and still no update. I can see all the reviews for the Fusion CST app in the ****** Play store and over 90% say the same exact thing - the app does not work like it should and it has been on ongoing issue since 2017!!! We have never been able to speak with anyone that can actually help us or has any authority to do anything for us. I have never seen such a complete lack of customer care or good faith from a company. We are torn because we love our NordicTrack treadmill and have had no issues since we bought it in 2018. We have been loyal customers for 7 years, but this issue with our Fusion CST has made it so we never want to own another piece of NT equipment that runs iFit ever again. We did our due diligence bringing this issue to iFit right away when we purchased the Fusion but so far iFit has not done their due diligence to fix the problem or refund our money. iFit customer support is a dead end as their representatives regurgitate the same generic response over and over without actually pushing the issue up the chain until there is a satisfactory resolution for us, the customer.

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

  

  Business Response

  Date: 04/09/2025

  Hi *******, 
  
  
  We apologize if this seems to be repetitive, we only wanted to start at the beginning so we could rule out missing any steps that previous troubleshooting that has been done. After reviewing your past cases, we have gone ahead and ordered you a replacement tablet. Your order number is ICS10025124 please allow 7-10 business days for shipping. 
  
  
  Thank you 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23173055
  
  I am rejecting this response because: I am highly skeptical that sending me a new tablet that will change anything. The Fusion CST app itself is the biggest issue as it has not received any updates or support in 4 years. It seems to me that the Fusion CST itself is no longer a supported piece of equipment, which is why the app has not been updated in the last 4 years. The tablet itself is a secondary issue because the operating system has not been updated from 8 or 9 - the current Android version is 15! Since I have to respond to this message within 7 days and have only been informed yesterday that a new tablet is being sent, I do not want this issue closed by saying I accept their response when I have no idea if anything will change when I get the tablet but the 7 day deadline came first. So I want this issue to stay open.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/14/2025

  Hi *******, 

  We are happy to leave this open unti this issue is resolved. Please keep us updated once the new tablet has been installed. 

  Thank you

• Initial Complaint

  Date:04/02/2025

  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 have been having issues with my studio s22i bike ever since I bought it. It has never worked for very long and all the parts have been replaced whith some multiple times. They constantly ask for videos to prove that you are telling the truth which makes it an even longer process. They never check the history of your support calls and are always asking for information that is already provided. I believe that the software that they keep modifying is breaking the equipment. This is happening to many others, even on brand new equipment. Something needs to be done to resolve these issues, because we pay a lot but we do not recieve the service we are promised.

  

  Business Response

  Date: 04/03/2025

  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 it does look like a service tech has been requested to come take a look at your machine. Since it was just set up yesterday 4/2 please allow 3-5 business days for them to contact you for scheduling. Once the tech has been there we can better see what your machine is doing and better ***** the situation. Please advise us once the tech has been out. 

  Thank you 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23152447
  
  I am rejecting this response because:
  

  You have told me you are my direct point of contact for the issues with my bike,  which I would accept, but I don't know how to contact you specifically. Please advise.

  
  Sincerely,
  
  ********* Soutar 

  

  Business Response

  Date: 04/04/2025

  Hi *********, 

  We work directly through this portal, please respond to this message after the tech visit. Thank you 

• Initial Complaint

  Date:04/01/2025

  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 originally reached out to iFit in February due to issues with our monitor on our bike not working. After several attempts to fix this online and through phone calls, iFit told us they would send someone to come to the house to look at the monitor. They charged us for this at the time for $170.13 on March 5, 2025. To date, we have had no contact from anyone at iFit, even after we called again a couple of weeks later. To date, we have no working equipment and have already paid for the service call that still has not happened. We are also paying for the subscription since November and have not been able to use it for three months now.

  

  Business Response

  Date: 04/02/2025

  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 have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to 
  you as soon as possible. You should hear from them within the next 3-4 business days.

  
  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
  
  

• Initial Complaint

  Date:03/23/2025

  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 a ProForm Carbon TL Treadmill - Black on 7/5/24, and paid $648.42. I purchased this online at Best Buy. In about September 2024, the treadmill started acting up and would stop when my husband was using it. Best Buy had us call ProForm for help, as they had to service the treadmill that was under warranty. My husband had many phone calls with them, where they had him adjust things, none of it worked. A tech has been to our house many times. They have replaced about every part they could on the treadmill, and the problem persists. Apparently we are not the only ones with this problem. They are just stalling now, and it can't be fixed.

  

  Business Response

  Date: 03/24/2025

  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. 
  

  I was unable to locate your account with the info you have given in this claim, could you tell us if you have an account under a different phone number or email? any info you can give us to locate your account is appreciated. 

  Thank you 

  Customer Answer

  Date: 03/24/2025

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

   

  I do not have an account with you, I bought the treadmill at Best Buy.  My husband has talked to you many, many times.  They have assigned multiple case numbers, here is one of them. ********
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/25/2025

  Hi ****, 

  Thank you for providing that infomaiton, we have confirmed with the tech that a part has been ordered and should arrive next week so that we can get this issue resolved for you. We are happy to add whatever downtime you have had for the machie beig repaired back to your manufacturer's warranty so you don't lose any coverage. 

  Thank you 

  ****** P 

  Customer Answer

  Date: 03/25/2025

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

   

  It has been 5 months, you can't fix this treadmill, you are just stalling now.  I would like you to come get this treadmill and I would like a total refund.  And of course the warranty would be extended, why would it not be?  It hasn't worked right in almost 6 months.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/25/2025

  Hi ****, 

  We understand your frustration, the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. We we need to continue with parts and service at this time. 

  Thank you 

  Customer Answer

  Date: 03/25/2025

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

   

  It really doesn't matter how long it's been, it stopped working 3 months after we got it.  The only thing you can do when this next fix doesn't work is to refund my money, doesn't matter how long it's been.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/21/2025

  Type:Billing 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 charged my credit card $428.67 without my authorization. I tried to cancel online and get a refund, but it essentially told me that I cannot cancel for ONE YEAR, Again, I DID NOT AUTHORIZE THIS CHARGE.

  

  Business Response

  Date: 03/24/2025

  Hi Trey, 

  Thank you for reaching out, after reviewing your account and careful consideration we have gone ahead and issued you a refund for the $428.67 for the year ifit membership. Please allow 3-5 business days for that to reflect your account. 

  Thank you 

• Initial Complaint

  Date:03/20/2025

  Type:Billing 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 continue to set up reoccurring payments and the system continues to not accept it. I have been hit with late fee after late fee and it is not my fault or anything I’m doing on my behalf. I call in every one to two months to try to get help. No one is taking notes on my account. I called in today and I was told the last time I called him was January 2023. I went back in my phone and I was able to clearly see 2 to 3 times just with me scrolling of times that I called them. Each time I call I say the same thing that I am being hit with late fees. It’s not my fault and there is something wrong with the system. Everybody tells me different things. Today someone told me that they do not take notes on the account when a customer calls. She then hung up the phone on me. I called back and spoke to someone else who opened their mouth and said oh well see right here in the note section that you hung up previously. That was a huge red flag because the person before her had just told that they do not take notes, but she slipped up and said in your notes it says…. I filed a complaint with management today. I’m willing to take legal action if no one is able to refund me my all of the late fees that I have paid and help me fix my credit because this is not my fault. I cannot in good faith recommend this company or TD financing to anyone ever stay stay far away!!!

  

  Business Response

  Date: 03/24/2025

  Hi ******, 

  We are sorry for the issues you have encountered with your fianancing , because this is a 3rd party fianancing company you will need to reach out to them directly at  866-826-4021 to submit any claims. 

  Thank you

• Initial Complaint

  Date:03/18/2025

  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.

  Seeking a refund. I was injured on the machine. October 2024. I am still waiting for a refund. Spoke with ******** this morning. Would not provide me with a reference ID today. However, I was given one on Friday *********

  

  Business Response

  Date: 03/19/2025

  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. 

  We;ve spoken to our legal counsel and they have confirmed that you will be receiving an email and phone call today from them, Please let us know if you neeed further assistance. 

  Thank you

  Customer Answer

  Date: 03/19/2025

   
  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:03/14/2025

  Type:Delivery 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 am filing a complaint against NordicTrack/iFIT #Order NO. NTUS331781 We are affected ********** by wildfires. My wife mistakenly a place a order without my knowledge next day we realize and right away call and cancel these orders item never shipped and never received as a one time courtesy we like to get all related fees waived $4885.76 because item never shipped and we never received the items technically is canceled order we like to be satisfied as a memorable experience with this company so in near future we can come back and place a new order when our home is ready Kind regards BBB

  

  Business Response

  Date: 03/17/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your order. 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. 
  

  On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. 
  
  The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at  at ************************************************************
   
  The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
  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
  
  

• Initial Complaint

  Date:03/08/2025

  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.

  We bought an X32i treadmill and part of the welding snapped. It was originally replaced by the company. Nearly one year later the support frame completely broke while running on it. The company says there is nothing they can do to fix this issue. Not only is this a safety concern, but it an issue of principle. We were not utilizing the treadmill in any other way than its intent. There is no way to fix the frame via outside vendor - we have tried. The response from this company was to purchase another treadmill. We spent almost $5,000 on this treadmill and it is unusable.

  

  Business Response

  Date: 03/10/2025

  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 it does not appear that we have any photos of the damage, please provide photos of the damage area along with one of your full machine so we can better assist you. 

  Thank you