Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,254 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/14/2023
Type: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.
Bought a pro form rowing machine at ****** on Jan. 8th 2023. A 1yr. Free membership to ifit was promised, it was even stated on the box it came in. When I filled out the membership form my activation code was denied and they said they would give me 1 month free. Tried to contact a person to talk to,with no luck. HELP, ***************************
Business Response
Date: 01/17/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
Our iFit team has added the total 1 year to your membership.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/19/2023
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,*********************************, thanks
*********************************Initial Complaint
Date:01/14/2023
Type: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 $3500 nordictrack ifit commercial trainer treadmill in April of 2020. Its has less than 250 miles on it and the belt stopped turning. I have called nordictrack 4 times and spent HOURS on hold. I finally got ahold of *********************** who told me that I had to find the motor and take off the covering and to call them back. #1 I am 57 years old and have no clue where the motor is. He sent me a manual and said once I figured it out to email him back and he would contact me: I have since then had someone come do as he requested and emailed him Back 3 times, no response. All I want is someone to come fix it while its still under warranty. Maybe that is what the delay and all the I need to do this is all about,. Killing time Im hopes the warranty runs out. I am highly upset as I am still paying a monthly subscription for my virtual trainer that I cant even use. Something needs to be done ASAP.Business Response
Date: 01/17/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have emailed you on how to access the controller. Once you have sent a video to the email, please reply back here and we will help get this resolved.
Thank you!
Initial Complaint
Date:01/14/2023
Type: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 purchased our NordicTrack EXP 7i directly from NordicTrack's website and opted for the approved subcontractor to assemble the treadmill in our home. After they assembled the treadmill, they tested the machine. It did not work. The machine acted as if it was running, but the pad did not move. They tried a few different things, but nothing worked. They said there was a software problem and the machine was broken. They told me to call NordicTrack and have the machine returned. I have called NordicTrack every day since this happened and have been put on hold for over two hours waiting for someone to pick up. I filed a claim on their website and received an email saying an agent would get in touch with me, but no one has contacted me. I am at a loss at how to get this brand new, delivered broken, treadmill returned or fixed.Business Response
Date: 01/18/2023
Hello,
We are happy to help get this resolved for you. Can you please tell us which error code you are receiving?
Thank you
Customer Answer
Date: 01/19/2023
Complaint: 18812834
I am rejecting this response because:There ins no error code. the treadmill screen looks as if the treadmill is running properly, but the wheel/tread does not move. I would like a call from the company so we can get this fixed or get the treadmill exchanged for a new one.
Sincerely,
*************************Business Response
Date: 01/20/2023
Hi *******,
Thank you for giving us some guidence when it comes to the issues you are facing. Please remove the motor hood. This can be removed by a few screws. Once removed, you will see a green control board with a red LED light on it. Please run the belt and provide a video of the LED light pattern. Make sure you are not on the machine while running this test. Please email us a video of the issue to ******************************************** This will help us know what part is needed and we can get this taken care of for you in a timely manner.
Thank you
Initial Complaint
Date:01/14/2023
Type: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.
Purchased a new NordicTrack S15i exercise bike from BestBuy on 11/25/2022. The bike came with 1-year, free iFit membership via activation code card. When I tried to activate the code, a message was displayed that "this offer was no longer valid". There is not an expiration date on the card or anything that advises that offer can be discontinued at any point. This was part of the decision to purchase this bike for this offer. Currenty I am being billed each month for my free membership and I'm seeking the 12-month free membership.Business Response
Date: 01/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
I have spoken with our IFIT team on this, they have refunded the monthly charge for you and applied the year for you.
Thank you!
Business Response
Date: 01/20/2023
Hello-
I have spoken with our IFIT department and they have stated somebody has already added the year from the activation code on the 17th.You are good until January 2024.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Customer Answer
Date: 01/21/2023
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:01/13/2023
Type: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.
Purchased their most expensive treadmill (X32i), $4000. Machine worked OK for awhile but now there is a loud noise behind the screen and the incline has to be re-calibrated weekly.I've tried numerous times though email, online chat, and through online "contact-us" form to get some communication with the company but, aside from one email last month, I have not had any progress resolving and all forms of communication have gone completely silent.I'm trying to understand if the business has gone bankrupt and now I'm left to take care of these repairs myself or if the company is still functional.Business Response
Date: 01/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.We are happy to help get this resolved for you, please email us a video of the noise it's making to ******************************************* along with this infomation so we can get your machine registered for you.
Serial Number:
Model Number:
Where Purchased:
Date Purchased:Thank you
Initial Complaint
Date:01/13/2023
Type: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 my NordicTrack treadmill in April of 2020 and recently on December 12th during my evening workout my treadmill would not work. It wont go past the white ifit screen. I tried all the methods to reset it and factory reset it without anything working. I called this morning on December 13th to hopefully solve the problem but customer service was no help. The machine itself is outside of the warranty however after doing research this isnt an isolated incident. This was a software update done by ifit pushed through to machines that caused them to not work anymore. The company wants customers to pay $500+ for a new console when the issue is their fault. Its not normal wear and tear, this was caused by the company alone. I paid over $1K for a treadmill thats worked beautifully for years until they decided to do a software update that caused the machine to not be useable. This isnt right and a lawsuit is in their near future.Business Response
Date: 01/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well. Your part order is ICS9584234. You can track that at the link below:
**************************************************************************
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 01/17/2023
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:01/13/2023
Type: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.
On January 2, 2023, I purchased ProForm treadmill from a retailer. After assembling, the treadmill did not work so I called customer support on January 3. During this phone call, which amounted to 4 hours ******************************************************* to another department - which NEVER answered. I called again the following day (Jan. 4), this time a part was ordered. As of today (1/13), the part is still "in process." I have attempted to contact through online requests and chats, and I have received absolutely zero responses. The first online ticket was January 3, followed by January 10, and January 11. According to website, shipping from the warehouse will take 3-5 business days, and we are well past that shipping window. I attempted to call today at 5:00 PM CST and received stating it was closed and hours are 6 AM to 6PM mountain time Monday through Friday. At 5:00 PM central time, it is 4:00 PM mountain time.Is this business going to ship the part as stated in a timely manner from today's date since it has not occurred as of yet?Business Response
Date: 01/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.We have reached out to our parts department regarding your order, they have confirmed that this part is currently out of stock, however we are expecting a shipment in within the nex 2-3 weeks and will be able to process your order.
We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down.
Thank you.
Customer Answer
Date: 01/22/2023
Complaint: 18810947
I am rejecting this response because: This is not an adequate response because it still not address the fact that NONE of the online requests (emails, chats, etc.) were ever responded to. After contemplation of this response and the lack of communication directly with this company, I have returned the treadmill to the retailer. I will be looking for a new treadmill and making sure that it has no connection to iconfitness or iFit in any way.The BBB may close this case. Thank you to the BBB for taking time to help deal with this situation.
Sincerely,
*************************Initial Complaint
Date:01/13/2023
Type: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 a NordicTrack T8.5 s in which I use regularly and consistency along with my ifit subscription. My treadmill was working just fine until 1/10/23 when the console became stuck. I have made numerous emails to ifit- no response, or I was asked to pay a fee to talk to someone, or my biggest frustration was ifit put me on hold for over 2 hours and never came to the call. They have not returned any calls I made or emails- they have made no effort to respond. There is a problem and after researching on ******* how to resolve this problem this seems to be a big problem for a lot of owners and I'm starting to feel that ifit has no solution so they just don't respond. A tech told me a new console would cost $448 and none were available at the warehouse---- Now what am I suppose to do- this treadmill is only 3 years old. My last NordicTrack lasted 9 years which is why I invested in a new one when it was time ----- this did not last me 9 years :(Business Response
Date: 01/16/2023
********,
First and foremost, I am so sorry it has been a bad experience thus far in trying to get in contact with us. We greatly appreciate your patience and diligence in attempting to do so, and it is our greatest hope at this point that we can get something taken care of for you here.
I went ahead and reached out to our iFit Supervisory team to see if we could get one of our best reps in touch with you. They agreed and will be having a rep reach out tomorrow sometime to complete some troubleshooting. I hope this is helpful, and will allow us the opportunity to get this situation rectified.
Thank you again for your patience, and willingness to work with us here!
Customer Answer
Date: 01/16/2023
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,
***************************Customer Answer
Date: 01/24/2023
Complaint: 18809772
I am rejecting this response because:I am writing as the message I received from Ifit did not materialize.... they did not call the next day to 'troubleshoot' as they suggested. They still have not called to date. What are the next steps?
Sincerely,
***************************Business Response
Date: 01/24/2023
********,
I am so sorry that you did not received a phone call. We definitely had a request submitted for an outbound call to be placed. I will be sure to put you back on the list as high priority. Please be sure to keep your phone close at all times as there is not much we can do if we miss you and catch your voicemail. We appreciate you, and your outreach and will continue to keep in contact until the situation has been resolved. Thank you!
Customer Answer
Date: 01/27/2023
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 number is ************.
Sincerely,
***************************Business Response
Date: 01/30/2023
********,
Thank you so much for taking that call with me! I am glad we were able to discuss your situation, and just kind of clear the air. I am hoping this has allowed you to be more at ease with what's going on, and has given you some restored confidence in our efforts to handle this for you.
As promised in our call, the order number is ICS9584065, and it will be tracked at iconservice.com/order/status.
Please let me know if there is anything else we can do for you, thank you!
Customer Answer
Date: 02/02/2023
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,
***************************I am starting to feel heard- thank you! It would be nice to have an ETA on when it will be available. I really want to get my treadmill up and running!
Initial Complaint
Date:01/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Dec 9th, 2022 I attempted to ride my PROFORM SMARTPOWER 10 Studio Bike. After initializing the bike, a prompt appeared on the console asking if I wanted to update the software. I selected YES and the console showed buffering for several minutes and then the screen went blank/dark. I waited about 15 minutes, and conducted a power off reset. The bike has never powered back up. I called IFIT and spoke with an agent, who informed me that I would need to speak with maintenance. I called the maintenance number, spoke with **, who seemed quite knowledgeable. He set up a replacement order for a console and power adapter. Order # ICS *******. I have never received a confirmation email on this order. I did eventually receive the power adapter but not the console. I have subsequently made numerous return calls and feel I have been given the run around. On Dec 30th, I received an email from ICON requesting information with notification (ref:_00Dj0JnBt._5003a1JJtko:ref) "to better assist me." I initially missed the email as I was looking for correspondence from either IFIT or UTS. I found the email on Jan 6th and replied providing 2 photos of the serial number and the model number. I did not receive a response and sent a follow up email on Jan 11th requesting a call back from a customer support manager. I have not received a response email or a call back. Additionally, I called back in on the 10th and spoke with ** who inform me that I had to call the mfr at a different number. He provided the number but informed me that they were closed and that I would have to call on the 11th. I did and it was the same number that I had been calling for a month. After several calls and being dumped I called back to IFIT, spoke with ** who said she would transfer me to the maintenance group and placed me on hold. After 25 minutes, I hung up. To date, Jan 13th, I have yet to receive a call or an email. This is poor service and unacceptable. SVC Contract ********Business Response
Date: 01/16/2023
****,
First and foremost, I am so sorry for the delays in receiving the Console portion of the order. I understand this is extremely frustrating, and we greatly appreciate your continued patience.
I went ahead and took a look at your account and order in hopes to get some answers for you. As expected because we are facing an overload of Console orders, the Console we are needing to get sent out to *********** ordered. Because your order is over a month out, I submitted what we call a Build and Ship to hopefully expedite this process some. This essentially puts you at the top of every list, so that when we do receive the shipment of the new Consoles yours will be amongst the first to ship out. Although this is going to quicken the process, please still understand we are most likely a few weeks out as the replacements are not yet received at our warehouse.
I hope this clears some things up, and give a better idea of what is to be expected moving forward. Again, thank you for your ongoing patience.
Customer Answer
Date: 01/19/2023
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.Also, I received the console today, January 19, 2023, and have installed the unit. It works correctly.
Thank you for your assistance in resolving this issue.
Sincerely,
*************************
Initial Complaint
Date:01/13/2023
Type: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 NordicTrack treadmill in October of 2021 The monitor has stopped working. I have been trying to contact them since December 26, 2022 I have tried calling, texting, and I did email and I received a case # ******** on Jan. 10 and was told they would be in touch soon. I still have not received any communication from themBusiness Response
Date: 01/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have reviewed your account and gone ahead and ordered a new controller for you. Your order number is ICS9584340 and this can be tracked at **************************************************************************
If you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you
Customer Answer
Date: 01/17/2023
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,
*************************Customer Answer
Date: 02/06/2023
Complaint: 18809081
I am rejecting this response because: purchased a Nordic track treadmill Model NTL172191 S/N PP310C0105898 from Amazon Oct. 31, 2021 For $1,999. In December of 2022 it stopped working . I have submitted a complaint on Jan. 13, 2023 and I was sent a motor controller but that is not the problem. It still doesn't work I tried to contact Nordic track and they emailed me a technical support link which I have tried but no response. Nordic track does not answer emails or phone calls. I would like a new computer control console or a pro rated refund
Sincerely,
*************************Business Response
Date: 02/06/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
When the machine is turned to on, what do the controller lights do?
Thank you!
Customer Answer
Date: 02/07/2023
Complaint: 18809081
I am rejecting this response because:The console does nothing when you turn the machine on. There is power because the bluetooth light is on, but nothing else
Sincerely,
*************************Business Response
Date: 02/08/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have gone ahead and ordered a new console for you. Your order number is ICS9603054.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 02/09/2023
Complaint: 18809081
I am rejecting this response because: AS of today, I still have not received any communication from NordicTrack/IFIT they indicate that a part has been shipped but I'm not sure if it is going to fix the problem. I can only accept or reject their solution once the part is received and installed.
Sincerely,
*************************Business Response
Date: 02/10/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
The part is currently on back order so once we receive a shipment we will have it sent out to you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 02/10/2023
Complaint: 18809081
I am rejecting this response because:It's very hard to know if this an acceptable solution until the part is here and I see if this fixes the problem
Sincerely,
*************************
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