Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,165 total complaints in the last 3 years.
- 218 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:01/15/2023
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 commercial **** treadmill. In mid December 2022, the treadmill screen would not properly load.After several attempts the console would flash IFIT logo. The console screen is now completely black. Hard reset was performed and continue to have a black screen.Customer service has been an absolute nightmare. I have called at least 10 times only to be put on hold without a way to get help. I have waited several times up to an hour for help before I have to hang up the phone. There has been 2 times I have gotten a human and the first person could not help and transferred me to the holding pattern for over an hour and no one picked up; had to disconnect. 2nd time I explained problem and the technician dropped the call, leaving me an email saying company vpn dropped the call. He never called me back and I emailed him to respond. I also tried calling back. After above attempts, I have called Best Buy to hire a technician outright since that is where it was purchased the treadmill and they cannot service the machine, did not have advice. I have noticed multiple customers experiencing the same technical problem and same very, very poor customer service. Also, noticed other customers that a class action lawsuit is in consideration. As of now, all I want is to have this very pricey, one person dedicated treadmill to start working again even If I have to repair it by getting a part replaced. I am not a technical person but desperate enough to try if someone can help me troubleshoot the problem over the phone.I cant even to get help to order a part if one is needed to be replaced.
Business Response
Date: 01/19/2023
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.In looking into your account today, we were able to order a new console for you. Your part order is ICS9586586. 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 youInitial Complaint
Date:01/15/2023
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.
We bought a treadmill in June 2022. The treadmill has never worked. We would like a refund and the treadmill removed from our home. Details are below:I have been trying for over 2 months to get resolution to a treadmill issue and I have yet to have it resolved. I have called customer service at least 6 times, I have filed a request on the website and I still have not had any response whatsoever. I have a **** Commercial Treadmill that has never worked. I did a video with their tech support and they sent me a new motor board. I have been waiting for over 2 months for a technician to call me to install the new board. To my astonishment, when I called to get something scheduled after being on hold for 30 minutes and then transferred to a department that literally said to me I dont know why you were transferred here, I was told that the request for a technician was cancelled by the manufacturer. One person also tolde me they didn't even have us in their system I honestly am at my **** end and at this point, I would just like to have the treadmill removed and we receive a credit for the balance due on what we owe, or a refund in it's entirey. Honestly, it is the worst customer experience I have ever had and we are so dillusioned with iFit and NordicTrack that we were never purchase anything from them again.Business Response
Date: 01/18/2023
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're happy to get this resolved.
Unfortunately, you're outside of the 30 day return window. We're not able to provide a return.
We must continue with parts and service.
Are you still wanting a tech to come out to install the replacement part?
If so, we're happy to get this set up for you.
Please let us know.
Customer Answer
Date: 01/18/2023
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. Please reach out to me at ************ to get the appointment set up to have the new motor board installed. Thank you.
Sincerely,
*********************Initial Complaint
Date:01/15/2023
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 had a free membership for 1 year with iFIT 4 years ago when I purchased a Nordictrack elliptical. When the year ended I did not renew the product. All of the sudden 3 months ago I start getting monthly charges for $40 for an iFIT subscription I never signed on for. iFIT customer service is a joke. I can't get through to anyone. I am either chatting with a nonhuman or waiting and waiting on hold, over an hour. I did send in a request on-line 6 days ago and nothing. Horrible customer service. I want my money refunded. I am a senior citizen and clearly have been scammed by iFITBusiness Response
Date: 01/18/2023
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.
In looking into your iFIT account, our membership team was able to refund the Januray charge but because the December and November has a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved.The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled.
Please keep in touch with your bank
Thank youInitial 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.
IFit did a software update in December that rendered my $1,800 treadmill useless. My treadmill is the Nordic Track Commercial 1750 Model# NTL14119 . 1. In December a software update was pushed down to the treadmill. Afterwards it was just stuck on the white iFit screen. Tried rebooting, nothing happened. Tried factory resetting it when an Android error appeared and now the screen won't even come on. The whole treadmill relies on the console in order to work. Treadmill was kept in a climate controlled room and taken good care of. It's ridiculous for iFit to ignore the fact that their update bricked countless consumers equipment. Do a quick Google search and you'll see the damage they've caused.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're happy to get this resolved for you.
We have ordered a replacement console on your behalf.
Order number-**********.
Please let us know if you have any questions.
Have a great day!
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,
****** ******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.
My husband and I own a NordicTrack Commercial 1750 that worked perfectly until recently when iFIT sent a software upgrade that corrupted the console on our machine, rendering our treadmill completely unusable/inoperable. We paid almost $2,000 for the treadmill and paid extra for an iFIT membership that doesn't expire until January 2025 but we can no longer use either. It was nearly impossible to reach a customer service representative. We were told the fix would be to purchase a new console for almost $700, except iFIT is responsible for rendering our treadmill useless. We have always taken good care of our machine and it was their software update that killed the console. Upon researching the problem, we learned this happened to thousands of machines/customers. iFIT needs to replace the console or the entire treadmill. iFIT is at fault here. We didn't break our treadmill nor was it a wear and tear issue - our machine worked perfectly before iFIT pushed this update.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're happy to get this taken care of.
However, we were not able to pull up an account with the information provided.
Please provide the following information to take care of your registration.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:Business Response
Date: 02/02/2023
Hello,
Thank you.
A replacement console has been ordered for you.
Order number-***********
With this issue being wide spread, we currently do not have an ETA for the console restock.
We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.We apologize for the delay and appreciate your patience.
Please let us know if you have any questions.
Customer Answer
Date: 02/09/2023
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. Would the business please provide point of contact information (name, phone number, email, any internal reference number(s) pertaining to my specific complaint) for this issue so that I can follow up in the coming weeks regarding the status of the replacement console?
Sincerely,
******** ******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
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