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:12/08/2025

  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 over 5 years. My payment was $16.29 a month and was automatically charged to my credit card monthly. I just received an email stating my membership has been canceled. When I clicked on the link to reinstate it can up with a whole new price of $39 per month. I used chat to inquire about this. I was told my card declined when they tried to charge it, I recently got a new one in the mail and have had updated 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. Which to continue using my bike screen I would be forced to pay $39.00 per month or I would have a bike that would be useless without their program I. I find it very wrong that I never received an e-mail warning stating any of this would happen.I was then told they could give me the same price and features, but I would be forced to pay the full price up front for the year which would be nearly $200.00 dollars. I explained that my budget did not allow my to just pay $200.00 for this upfront and begged to be reinstated in the same plan and pay monthly. If there was an issue with my card payment, I was not notified at all. Very disappointed in the lack of customer service in this issue.

  

  Business Response

  Date: 12/09/2025

  REMOVED, 

  I appreciate you reaching out with your concerns, and am sorry to hear that your grandfathered membership plan lapsed!

  As a one time courtesy of iFit, I can move forward with re-instating you. However, it is important to note that this exception will not be made again in the future as we are moving away from that individual plan as a whole. As the subscriber, it is your responsibility to ensure payment on the account is available and ready to charge monthly on the renewal date. Again, if this payment is missed you are unsubscribed and will not be able to get back on the grandfathered plan. 

  Please let me know if you would like me to continue with reinstating this membership, and I can make the appropriate arrangements. 

  Best regards, 

  iFit BBB

  Customer Answer

  Date: 12/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. I would like to reinstate the grandfathered in program for the total $16.29 (with tax) per month. Please inform me on how to process this request and move forward ?
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/05/2025

  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 have a nordic track s27i bike. I didnt know, to basically use it beyond very basic function, it requires a expensive Ifit membership. this infuriated me but i let it go that i was ripped off over 1000 for a exercise bike. trying to watch i fit for a sale that isnt more than joining a gym i kept up with emails and specials. then... i recieved an email for a yearly membership for $99 "access to over 14000 exercise videos". finally something reasonable and affordable to join where i can use my expensive bike and loose weight. So, I joined. well the member ship doesnt include anything apparently that unlocks my ridiculously expensive bike. this is a con.
  
  I contacted them via the app and website but they dont allow you to request a refund that way. i called and sat on the phone for 45 min trying to talk to a human... nope... i did cancel my membership and i expect a full refund. this company deserves to be sued for misleading people and frankly theft. Ifit are VERY UNETHICAL PEOPLE and i believe they are purposely defrauding people because that is easier than making money honestly.

  

  Business Response

  Date: 12/09/2025

  REMOVED, 

  I am very sorry for the misunderstanding here! The Train membership is app accesses only. While the app will pair directly with your bike, it does not unlock the on-bike features. 

  I have continued with cancelling this membership for you, and issuing a refund. A credit in the amount of $99 should come back to the form of payment within the next billing cycle. 

  Please let me know if there is anything else I can assist with, and enjoy the remainder of your day!

  Best regards, 

  iFit BBB

• Initial Complaint

  Date:12/03/2025

  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 spoke with a sales rep, REMOVED, in July 2023, about which treadmill to purchase for my fitness facility. I called to speak with a representative to ensure the treadmill I chose would be durable for its intended purpose. I specifically told them that I am the owner of Specialized Fitness & Nutrition, calling about treadmill options that would be a good fit. He recommended the NordicTrack Commercial 2450 Treadmill (NTL19124). Until January 2025, I have not had any issues with the treadmill. I called and scheduled maintenance after the walking platform broke in half. If the treadmill is actually commercial grade, the platform shouldn't break within 1.5 years of use. The maintenance guy, provided by Nordic Track, even told me when he came that the treadmill wasn't commercial and that Nordic Track would void the warranty if they knew the treadmill was in the gym. That gave me red flags, because the sales guy knew exactly what my intended use for the treadmill would be. I have had to have the maintenance guy out 3 times this year to service the treadmill, even though it should be able to withstand use in a fitness facility, since it was sold to me as a commercial treadmill. The purpose of calling and speaking to the sales team was to ensure I didn't purchase a residential treadmill, since it would be used in a gym. This is an unethical business practice: selling equipment to a company for which it is not intended, when it was very clear that the intended purpose was.

  

  Business Response

  Date: 12/09/2025

  REMOVED, 

  Thank you for reaching out to us with this concern! 

  First and foremost, I want you to know that I certainly understand why you feel the way you do here. Additionally, I apologize for any/all miscommunication from the sales team, and if requested would be happy to go back and evaluate the phone conversations between the two of you, as it is not acceptable for misleading information to be provided at the time of purchase. 

  Most always the price point between a true commercial piece of equipment, and a top of the line residential unit are vastly different. The Commercial 2450 has design similarities and best of it's kind capabilities, however, the sheer size of the motor, deck, and other components are substantially different on the two unit types. With these differences also comes a price tag which is anywhere from $7,000-$10,000 more than what was paid for your unit. For large fitness chains this is doable, for smaller businesses not always. 

  About how many users is your equipment seeing on a day to day basis? This will help me to determine if you are anywhere near normal range. 

  Best regards, 

  iFit BBB

  Customer Answer

  Date: 12/09/2025

  
  
  Complaint: 24224236
  
  
  
  I am rejecting this response because: I am answering your questions

  Thank you for your message and for taking the time to look into this further.

  
  To answer your question, the treadmill is seeing a minimum of five users per day during staffed hours. However, we offer 24-hour access, so this does not include the members who use the equipment outside of my presence, therefore I do not have a definite answer of total usage. Additionally, several of these users are 200-pound men who run 45 minutes to an hour daily, so the treadmill is experiencing significantly more than casual walking or low-intensity use.

  
  My concern stems from the fact that the unit is labeled as a “Commercial Series” treadmill, which reasonably leads a customer—especially one new to purchasing treadmills for a facility—to believe the machine is intended for commercial use. This was also why I directly contacted your sales team before purchasing. I relied on the representative’s expertise to guide me toward an appropriate model for a boutique gym environment, as my professional background is in strength equipment and strength training, not in the detailed distinctions between treadmill classifications.
  Had I been informed that the “Commercial Series” label did not indicate true commercial durability—or that the machine was unsuitable for multiple daily runners in a 24-hour facility—I would have selected a different model, even at a higher price point.
  Additionally, it is not acceptable for a sales representative to recommend and sell a product that the company’s own warranty will not cover when used in a fitness facility. The handbook clearly states the product is intended for at-home use only, which directly contradicts the impression created by the product’s name and the guidance I received from the sales team.
  To make matters worse, when reaching out to independent treadmill maintenance and repair companies—outside of the one provided by iFIT—I have been repeatedly told that they will not service a residential treadmill placed in a commercial environment. As a result, I have now been sold a product that is:
  Not appropriate for the intended environment,
  Not covered by the manufacturer’s warranty, and
  Unable to be serviced by outside maintenance professionals due to its residential classification.
  This leaves my business with a piece of equipment that fails to meet commercial standards, cannot be maintained by third-party professionals, and has no warranty protection from the manufacturer.
  For these reasons: the treadmill was misrepresented, cannot be warrantied, and cannot be serviced in my environment, I am requesting a $3,500 refund or an exchange for a model that is actually built and supported for commercial use. I request a review of the recorded sales call to determine whether the information provided was aligned with the product’s true capabilities and limitations. 

  
  Thank you again for your time and assistance. I look forward to your follow-up.

  
  Best regards,
  REMOVED
  Specialized Fitness & Nutrition
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 12/10/2025

  REMOVED, 

  Thank you for getting back to me on this! 

  While roughly 5 users a day is something this unit is capable of, you are correct in presuming that multiple large users who run for long periods of time may not be something it is as sufficent in handling along with the other workload. This unit was purchased in 2023, and came with a 1 year labor, 2 year part manufacturers warranty. As it stands, regardless of the setting, the manufacturers warranty has expired. If there were any repairs within the warranty period that were not covered for you, please let me know, and I will see that they are refunded. 

  As far as pulling the sales calls goes, do you remember what phone number you used to speak with them on? I will need that information to pull whatever records we do still have available. 

  Thank you, 

  iFit BBB

• Initial Complaint

  Date:12/02/2025

  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 purchased a treadmill for myself back in September of this year. The incline on the machine was faulty since the first day of being assembled. I have been contacting iFit. I have spent numerous days and hours on the phone working with their parts department and also with their software department and the machine is still not working. I have also reached out to 2 supervisors and have gotten no reply. iFit does not want to compensate me and just tells me I'm past the days to be refunded. If I wasn't jumping through all their hoops to try and troubleshoot the issue I wouldn't be in this predicament.
  I have record of the below days and hours spent on the phone:
  
  10/29 59 minutes
  10/31 15 minutes
  11/5 10 minutes
  11/20 40 minutes
  11/25 2.5 hours
  12/2 2 hour
  
  Also, a tech was scheduled to contact me on 11/5 with 3-5 business days. I followed up 5 business days after because no one contacted me and was told I would hear from someone ASAP. No one ever contacted me so i reached out again and they told me a tech reported that they had come to my home to troubleshoot the machine. Never happened! iFit scheduled another tech from a differnt company to come out on 11/20, that tech came out on 11/25 and was unable to fix the machine because he BELIEVES (can't be 100% sure) the software portion of the machine needs to be replaced. I spent that evening on the phone with iFit asking for a refund. They sold me a machine they DOES NOT work. They are now telling me it will be another 2-3 weeks till the part actually arrives. This is unacceptable and I just want a refund.

  

  Business Response

  Date: 12/09/2025

  REMOVED, 

  Thank you for reaching out, and ultimately bringing your concerns to our attention! 

  I am very sorry that up to this point, this has been a less than satisfactory experience for you. I took a look at your account, and it appears a replacement Console (along with an incline motor) has been ordered. The Console is the head of the unit, and in replacing this the entire software set-up is essentially replaced. All things considered, this replacement is most likely to address any/all outstanding issues you have been experiencing. 

  If this does not end up being the case, we can certainly explore other options at that time. 

  Best regards, 

  iFit BBB

• Initial Complaint

  Date:11/22/2025

  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.

  I purchased a treadmill at the beginning of November and paid for delivery/assembly service. I have yet to receive the item. The company they contract with for this service has cancelled on me twice in less than a week for silly reasons. They do this within an hour or 2 of the scheduled delivery window. As of right now, I have no delivery date scheduled. I am out the money for the treadmill, the delivery/assembycharge and the free month of IFIT will expire before I even receive the item. If I ever do.

  

  Business Response

  Date: 11/26/2025

  REMOVED, 

  I am so sorry for the delays associated with the delivery!
  

  I checked out records and show that this is currently scheduled for 12/2. 

  If this is incorrect, or you require any further assistance, please let me know. 

  Best regards, 

  iFit BBB

  Customer Answer

  Date: 12/01/2025

  
  
  Complaint: 24181350
  
  
  
  I am rejecting this response because:

  I am awaiting delivery tomorrow and since delivery has been canceled twice at the last minute, I will not close the case until I have actually received the treadmill. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 12/08/2025

  REMOVED, 

  I can completely understand your stance. Since the time has passed, has the delivery been completed successfully?

  Please let me know if this is not the case!

  Thank you, 

  iFit BBB

  Customer Answer

  Date: 12/08/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 24181350, and find that this resolution is satisfactory to me. The item was delivered. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:11/14/2025

  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 recently ordered equipment replacement parts but once they arrived I realized I needed additional parts and decided to return the parts and just buy a new machine. The total order was $452.14 including shipping and taxes.
  
  The customer service rep explained on the call that there would be a 10% restocking fee. She also initially stated they would not refund the sales taxes on the parts. I explained to her that I was not understanding why taxes on customer orders are not refunded because the company should receive the taxes back when filing the sales tax returns. She understood this complaint and received approval to include the taxes in the total but still subject to the 10% fee. The rep informed me that my total refund would be $406.93 and provided me with return instructions.
  
  I processed the return (including paying $50 in return shipping) and now NordicTrack/iFit will only refund $361.60. I spent 57 minutes on the phone with customer service and they did not accomplish anything. IFit should not be keeping taxes on customer orders as they are owed to the government, not income streams to the company.

  

  Business Response

  Date: 11/17/2025

  REMOVED, 

  Thank you for contacting with your concerns! I have looked into your refund, and would love to provide a breakdown for you. 

  Controller: $189.68-$18.97(the 10% restocking fee)=$170.71 Belt: $172.82-$17.28(the 10% restocking fee)=$155.54

  $170.71(Controller)+$155.54 (Belt)+35.35 (tax)= $361.60 as the total refunded amount. 

  $18.97+$17.28 (10% restocking fees)+$49.47 (freight)+$4.82 (tax on freight)= $90.54 withheld from your total refund. 

  Please let me know if you have further questions!
  

  Best regards, 

  iFit BBB

• Initial Complaint

  Date:11/10/2025

  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.

  They have not fulfilled my order for iFit membership, despite my card being charged. I've tried text message support, website chat, and phone customer service, and have been unable to reach anyone. Each of these methods has been a constant loop of menus that don't actually put you in touch with the business. This place is an absolute scam. How does a subscription not activate automatically? I want a full refund immediately.

  

  Business Response

  Date: 11/11/2025

  REMOVED, 

  Thank you for reaching out to us with your concerns!

  I pulled your iFit membership account, and it appears that the time has been added. The current account expiration is set for 1/5/2026. 

  Are you still unable to access the Pro membership features? Please advise. 

  Best, 

  iFit BBB

• Initial Complaint

  Date:11/02/2025

  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.

  Business Name:
  
  ICON Health & Fitness, Inc. (NordicTrack / iFit)
  1500 South 1000 West
  Logan, Utah 84321
  Phone: (877) 993-7999
  Website: REMOVED
  
  Complaint Title:
  
  Forced iFit Update Crashed My NordicTrack 2450 Console — No Way to Restore Functionality
  
  Complaint Description:
  
  I own a NordicTrack Commercial 2450 treadmill (Serial No. REMOVED, OS Version 4).
  In late 2025, an iFit update was automatically pushed to my treadmill without authorization. Immediately after the update, the console crashed — the screen became unresponsive, iFit would not load, and I lost all manual treadmill controls.
  
  This treadmill does not have a pinhole reset button, and there are no accessible recovery or reinstall options. I contacted iFit/NordicTrack support requesting assistance, but I was informed that my system is no longer supported — even though the failure was caused by a software update they initiated remotely, not by user error.
  
  The treadmill is now completely unusable due to the company’s forced update. I requested a firmware reflash USB or console recovery image multiple times, but have not received any working solution.
  
  Desired Resolution:
  
  I am requesting:
  
  A firmware reinstallation file (or USB) to restore iFit and normal treadmill operation.
  
  A formal acknowledgment that the issue was caused by a pushed iFit update, not user action.
  
  If recovery is not possible, a replacement console or refund for the damaged hardware.
  
  Product/Service Involved:
  
  NordicTrack Commercial 2450 treadmill
  Serial: REMOVED
  OS Version: 4

  

  Business Response

  Date: 11/10/2025

  Good Afternoon REMOVED, 

  Thank you for reaching out to us with your concerns!

  I understand that your NordicTrack equipment is experiencing some issues, and I sincerely regret any inconvenience this has caused.

  Upon reviewing your machine's details, it falls under what we refer to as a "Legacy Unit". Unfortunately, due to its age (nearly 10 years old), the supporting software has been retired, and the corresponding hardware can no longer be officially maintained or supported.

  As the machine is outside of its supported lifecycle, no further services, repairs, or replacements can be offered under warranty.

  However, we value your continued business and want to offer you the best path forward. We have a special Trade-In/Trade-Up Program specifically designed for members in this situation.
  I would be happy to discuss the details of this program with you, if you would like.  It's a great opportunity to transition to a modern, fully supported unit with the latest software.

  Please let me know when would be a good time to review the options.

  Best regards, 

  iFit BBB

  Customer Answer

  Date: 11/10/2025

  
  
  Complaint: 24096107
  
  
  
  I am rejecting this response because there is nothing wrong with the machine. Machine was working fine and all i need is a USB to reset the tablet. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 11/12/2025

  REMOVED, 

  I apologize, but we do not have a USB for tablet resets. Have you checked your users manual to see if a pin-hole reset is applicable?

  Thank you, 

  iFit BBB

  Customer Answer

  Date: 11/12/2025

  
  
  Complaint: 24096107
  
  please let me know location of the pinhole reset or reset button. 
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 11/13/2025

  REMOVED, 

  I just checked for the location of the reset on your specific unit, and unfortuantely found that this was not an implement yet as this unit was manufactured in 2016. 

  If the basic powercycling has not alleviated the units symptoms that is a good sign of part replacements being necessary for restored functionality!

  Best regards, 

  iFit BBB

  Customer Answer

  Date: 11/14/2025

  
  
  Complaint: 24096107
  
  
  
  I am rejecting this response because my treadmill was functional and working properly until one day three weeks ago ifit started downloading some files. It was downloading 40 files and then crashed. Why does this machine has no option for working manually without ifit. I’m here trying to figure out how to continue using it. I use it for running all the time and the last three weeks I don’t have a treadmill. Please help me to reset it or at least help me with using it manually. Motor is working 
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 11/14/2025

  REMOVED, 

  If the machine is not working in a manual mode, that means that a hardware failure has occurred. iFit is not required to run a standard workout. 

  Unfortunately, due to the age of the unit there is a likely chance that most/all replacement parts will not be available for purchase. 

  I do apologize for the inconvenience here!

  Best, 

  iFit BBB

  Customer Answer

  Date: 11/17/2025

  
  
  Complaint: 24096107
  
  
  
  I am rejecting this response because the issue was that ifit was downloading an update and crashed and now I don’t have an option on my screen to start the machine manually. It was working perfectly, it was not my fault that you sent an update. Now I have to find someone who can fix and spend more money that I don’t have and I haven’t ran in the last three weeks. I have kids and I need to run on the treadmill. Nordictrack left me alone and ifit is not helpful. This is unacceptable 
  
  I need better solution that what you are offering. 
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 11/17/2025

  REMOVED, 

  I do apologize for the inconvenience of this whole situation! I can certainly empathize with the position that you are currently in. 

  Unfortunately, updates are necessary for continued functionality. In this situation, if your machine did not update you still would have encountered issues or worse. 

  At this point, 25% off a new unit of your choice with assembly services is the best we can offer as far as solutions go! I appreciate your understanding. 
  

  Thank you, 

  iFit BBB

  Customer Answer

  Date: 11/17/2025

  
  
  Complaint: 24096107
  
  
  
  I am rejecting this response because:this is a commercial grade machine that was used at home. I didn’t ask for an update and your update was pushed on my machine without my approval, to add to this if you don’t provide support to my machine, why would you even push an update on it? You broke my machine and now offering brand new machine? That’s a nasty sales tactics. I will be reaching out to consumer bureau and federal trading commission as well. This is not acceptable. This was not used at the gym, and it’s commercial grade! You better find me a better solution before I go legal route and I will go legal route
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:10/30/2025

  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.

  After originally selling me a lemon treadmill and taking 4 months of my time to get a replacement they charged me $279 to assemble their replacement. Since they sold me garbage originally that's not right.

  

  Business Response

  Date: 11/04/2025

  REMOVED, 

  Thank you for reaching out with your concern! I am more than happy to look into this for you. 

  The email associated with the complaint, REMOVED, is not linked to any order with our system. Can you either provide an email that would link to an order, or your original proof of purchase?

  I appreciate your attention to this request, and look forward to hearing back soon. 

  Best regards, 

  iFit BBB

• Initial Complaint

  Date:10/11/2025

  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.

  Our treadmill has stopped working. When we call in to customer service they walk us through a phone tree that takes 5+ minutes, then we get a customer service agent that usually takes 30+ mins to help us on the phone. Weve been having customer service walk us through a master reset because our treadmill stops working. On Wednesday we had a tech come to our house for $175 to fix the treadmill. It worked Wednesday - Friday, it was used for manual walking. This morning (Saturday) the treadmill does not work again. It is in an insulated garage with in wall AC, it should not have this many issues. $175 to fix it and it works for 3 days. This is insane. Something that we thought would be a great piece of equipment to walk/jog at home has turned into an absolute nightmare.

  

  Business Response

  Date: 10/15/2025

  REMOVED, 

  Thank you for bringing your concerns to our attention! I am very sorry to hear that the treadmill only worked for a short time following the repair. 

  At this time, I would love to get the tech back out for a re-evaluation. If the issue resurfaces within 30 days of the appointment, the tech is obligated to come back out free of charge. 

  In order to make these arrangements I will need to pull your account. Can you please provide the information associated with said account so that I can do this?

  I appreciate your collaboration, and look forward to hearing back soon. 

  Best, 

  iFit BBB

  Customer Answer

  Date: 10/18/2025

   
  Better Business Bureau:

  Acct info: Ally Nimsger

  REMOVED
  zip: 76021 

  
  REMOVED

  Customer Answer

  Date: 10/24/2025

   
  Complaint: REMOVED
  
  I am rejecting this response because:

  Order# ICS10074047 BBB Complaint: REMOVEDModel# NTL19124 Zip Code: REMOVEDPhone number: REMOVEDHi, I have filed serval complaints, my most recent one is in the text above (REMOVED). We had a tech come out Order ICS10074047. Our treadmill continues to have a completely white screen and says retry. We have spent hours on the phone with someone walking us through how do to a hard rest over the phone, shoving a paperclip in the monitor and turning it off...that works, 5 mins later it happens again. We had a tech come out and put a new monitor for us and it worked for a few days, and now it is back to the same thing, white screen with 'retry'. I called to have a tech come back out because we are within our 30 day tech warranty window, and I was transferred to several different people and then told to do a reset again. For what we paid for the treadmill we shouldn't have to shove a paperclip in for it to work. I had such a hard time understanding the people on the phone, can a tech please come out and fix this or please refund us for this hunk of junk sitting in our house. It either needs to work or please take it back/give us a new model.

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 10/24/2025

  REMOVED, 

  Thank you for providing the information needed to escalate this matter! 

  I have advised our internal team that the issue has returned after less than 30 days post repair. They will work on getting the technician back out as soon as possible to re-evaluate this matter for you. 

  Is there anything else I can assist with at this time? Please advise if so. 

  Best regards, 

  iFit BBB