Business Profile

Exercise Machines

iFIT

Headquarters

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 Complaint

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:01/11/2023
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 own a Nordictrack commercial **** treadmill. Recently (last 30 days or so) I was beginning to use it again (had a hip injury) and noticed the white iFit screen showing up like it never had before. When I finally got on to start walking/running again the treadmill would not function. Ive tried emails and chats through the iFit website. Ive called multiple times to the a certain number. They have set up phone appointments and never called. Ive been on hold for over 3 hours today alone. Research shows they did an update to iFit in late 2022 and others with a **** treadmill have the same or similar problem. The company is not supporting their products. I cant even reach anyone who will give me answer. The three times I got an actual person on the phone I have received three different responses and then was transferred to hold for over an hour. This is beyond ridiculous.
Business Response
Date: 01/16/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account.
They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank you

Customer Answer
Date: 01/18/2023

Complaint: 18725165

I am rejecting this response because: this business reply was posted 48 hours ago give or take a few minutes. As of the time of writing this response neither IFIT or Nordictrack has called. During that time I have a total of one missed call that can not be called back. No voicemails have been left. I have been promised a call back at a certain time by IFIT once before this and they did not call. This would be the seond time they havent called.

Sincerely,
*****************************
Business Response
Date: 01/20/2023
Hi,
We apologize for the miscomunication, our agent tried to call at the designated time and couldn't get ahold of anyone, they will try calling again at the same time 5:30 central time.
Thank you
Initial Complaint
Date:01/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought a ProForm treadmill and NordicTrack elliptical both at a substantial price, along with an iFit membership. On the same day I switched both on and updated, after which neither of them would boot to the iFit screen. The error I receive is an API 3 error and after speaking to customer service they are well aware of this error, which was caused by a corrupt software update resulting in two machines in a non working order. I was placed on hold and transferred to the parts department as I was told they will have additional information, after 3hrs of wait time i was cut off.Now I have two machines which broke on the exact same day due to a corrupt software update.
Business Response
Date: 01/16/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with your order. We completely understand where you are coming from on this matter.
In looking into your account today, we were able to order parts for you. Your part orders are ICS9583013 and ICS9583018. You can track that at the link below:
**************************************************************************

If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:01/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date: 20/12/2022-11/1/2023 and continuing Amount paid: $159.00usd Business commitment: replace the console of my Nordic Track Elite 900 treadmill Nature of dispute: wait times to speak with a customer service representative to initially schedule service even though the issue was diagnosed by myself, and then reaching a customer service rep regarding when my console would actually be sent.Issue has yet to be resolved. The third party technician performed all the same attempts to reset the console and diagnostics that I performed prior to initially contacting Nordic Track/iFit/Icon Fitness, the console was no long responsive and for no apparent reason. The tech informed me he see this often and also told me when he left that I needed to contact Nordic Track customer service at the end of the day, so they know you want it since its under warranty, and you will not be charged.After several attempts and many hours later, both via phone and online using the chat program I was finally able to speak with a representative on the phone.* Note- I was never able to speak with a customer service rep using the online chat, after a couple hours of waiting the chat bot automatically terminates my waiting to chat with a representative. I have also called many times prior to my call today (11/1/23) often being disconnect or having to disconnect after multiple hours of waiting. Today when I spoke with the customer service rep, she asked me for all the information name, address, phone, model #, serial #, part #, and lastly order confirmation ICS9570256, before finally informing me that as of yesterday the console will be shipped in 2-3weeks and not to worry I will receive it. The time line for receiving the under warranty part, matches exactly what the service tech told me, after you call them they will ship it in 2-3 weeks. Nordic Track/ iFit/IconFitness makes it very difficult to receive a warranted part, for what sound like a frequent issue.
Business Response
Date: 01/16/2023
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.
Please provide a visual of the issue along with additional information about the issue.
Thank you!
Initial Complaint
Date:01/11/2023
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.
In November of 2022, my iFit (NordicTrack) T 7.5 S treadmill console would no longer operate. The machine was not able to function at all given the console powers operating system on the machine completely. I have put in numerous calls to iFit and there only conclusion was to replace the whole console at my cost. There is nothing wrong with the product other than the Operating System issue that was pushed to my machine, completely corrupting the system and rendering it useless. iFit has been completely unwilling to help find an alternative solution. Over 10 representatives had me do the same reset operations, take apart the console to review wiring and still the same conclusion - the console is corrupted. The cost of the tablet is almost $500 which is 50% of the total price I paid for the machine just 3 years ago. Someone at iFit needs to take responsibility for the error/software update that has now bricked thousands of machines.
Business Response
Date: 01/16/2023
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 team requesting your order to be escalated.
We expect your order to ship out within the next **** business days.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/17/2023

Complaint: 18723484

I am rejecting this response because I have zero faith in any communication from iFit. I placed my order on 11/25/2022 after hours of back and forth with iFit having to PROVE to them that my warranty was still in place. At that time, I was told that the parts would ship in **** business days. After that did not happen I again, spend hours trying to reach the right department on the phone and using the chat feature. Each time, I was told "your order is in Quality Control Review" and will be sent out in approximatly 2 weeks.
We are now going on almost 8 weeks from when I initially placed my parts order. I believe that iFit is not fulfilling orders based on receipt date, but front loading those in which customers which are paying out of pocket and leaving those with warranty claims last.
I will not resolve this complaint until I actually see a shipping notification from iFit that my console has been shipped. I've spent too much of my time trusting the comments from iFit and they can no longer be trusted.

Sincerely,

***********************
Business Response
Date: 01/17/2023
Hello,
We apologize for the delay.
Again, we will ship our order out as quickly as possible.
We're happy to add the total downtime to your membership and warranty once your machine is back up and running.

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 add no fewer than 90 days to my warranty for parts and labor and please confirm when this is complete. If parts are not shipped out in the next **** business days, I will be filing another complaint.

Sincerely,

***********************
Initial Complaint
Date:01/11/2023
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 bought a Nordictrack **** commercial tredmill may of 2019. It has been working fine till near end of 2022. The screen went out. Paid 159 bucks for a service man to tell me the screen was basically gone. Called ifit numerous times to order a console and I even emailed. My part is under warranty. I have been trying for months to contact them with no answer!!
Business Response
Date: 01/16/2023
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, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order is ICS9567517 You can track that at the following link:
**************************************************************************
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you
Initial Complaint
Date:01/11/2023
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 paid warranty for my device *******************************!Which needs a replacement part that I dis not receive! **************** are terrible! They do not answer the phone keep me on hold for hours and never recall back!I pain for several memberships and for months nothing received! I want this company fix my device or replace it! They stole my money!
Business Response
Date: 01/13/2023
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.

Please know that we have called and left a voicemail letting you know that you should expect your part to be delivered on 1/18/2023.
We have also included the callback number in the voicemail for further questions or concerns.
Have a great weekend.
Initial Complaint
Date:01/11/2023
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.
We bought a brand new treadmill in March 2022. In October, the belt stopped working and it smelled like burning rubber. It stopped working completely. I emailed, sent pictures, video. After 3 emails, they kept asking me for the same information - to provide the serial number and my address. After that, weeks later, they wanted more videos. My treadmill is dead. Won't do anything. After this, I called. I did a video call and he said I needed a new motor. He said it would be sent within 2 weeks. This was the begging of November. Now, I have no repsponse from the company, the warranty will be up and no resolution. I have an almost $2,000.00 treadmill sitting collecting dust. I have a chain of emails saved. I want my money back for a lemon product. I called an outside service and they said it could be up for $1000.00 to fix it !!! I've never experienced such horrendous customer service. Shame on this company.
Business Response
Date: 01/12/2023
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 I have ordered the drive ************* and set up a technician to install the part. The technician will contact you in 3-5 business days or once part has been received to install it.
Your part order is ICS9581437. You can track that at the link below:
**************************************************************************
Your service order number is SO-2712817.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at 1-833-680-iFit (4348).
Thank you

Customer Answer
Date: 01/13/2023

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. I've been wiating weeks for this and still do not understand why I had to file a complaint. I paid for the treadmill, responded to their questions and then nothing. I really hope this will work out but over the past few months, I have little faith.

Sincerely,

***********************
Initial Complaint
Date:01/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought our Treadmill on 3/9/2022. Our treadmill was delivered on 3/17/22. We started experience issues with it in August 2022 and opened an issue with NordicTrack/Icon Fitness in September 2022. We have been fighting with them since to get a working/safe/functional treadmill. We sent them countless video's (per there request), executed there asks of us to trouble shoot and still nothing worked. We've fought and fought to get a tech out and it wasn't until we called (and actually got a person to talk to) that it got escalated to several people to approve sending a tech out to look at the treadmill that at this point wasn't functioning. They approved that and the request sat for days. I reached out via social media and was told they would have someone contact me. That never happened. I ended up contacting the service provider and scheduling my own appointment to get them out. The tech came out on 12/2/2022 and basically ALL of the internal parts were ordered to be replaced (reminder, this treadmill is 7 months old). We've been waiting on parts since. We have continued emailing and reaching out via social media and have been told 3 times that the parts are coming in a week to us. We have tried via email, social media and calling in with literally no one helping us. My husband has now been on hold with there support for over 3 hours and have talked to no one. Today our treadmill shut off completely mid workout and won't turn back on. It smells of electrical fire and now is a $3,000 paper weight in our basement that we can not use. We are filing this claim because of lack of any urgency to fix a brand new treadmill, to support their customers and to come to resolution. We are less than a year into this treadmill and we can't use it and no one will help us fix it. We use this daily for the support of our health and at this point we can't. We need a replacement treadmill or a full refund.
Business Response
Date: 01/13/2023
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.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your ********************************************************************************** return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.
We have filled out a form to see if we are able to get the part out to you quicker, if this is approved we do expect it to ship out to you within 1-2 weeks.
Thank you!
Initial Complaint
Date:01/11/2023
Type:Customer Service 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.
2 years ago I purchased an freestrider from Icon fitness along with an extended warranty. Then over summer time, issues arose. After several attempts to reach customer service (nobody answers phones, chats, emails), I finally was successful, local repair company sent my the icon fitness tried to repair it but require more spare parts (Onesitefitness.com). First, manufacturer sent those to me, then refused and requested from the repair company to have me contact them. I did attempt in November and December on several occasions including twice via their online message portal. Finally, I received a response asking for more information which I sent to icon fitness thrn recent on 12/24/22. As of today I'm yet to receive any response and the equipment hasn't been fixed since the issue first happened in summer of 2022.
Business Response
Date: 01/11/2023
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.
Are you needing a technician set up to install the parts previously sent or is there a new issue with your machine you are needing further parts for?
Thank you!
Customer Answer
Date: 01/11/2023

Complaint: 18720435

I am rejecting this response because:

thank you for your response, the technician from the repair company you sent has requested parts but those were not sent and they can come to finish repairs until then. So I need parts sent and then repair company to come and install, whether its the same company or not its not of my concern but completely at your discretion.
Per communication: ref:_00Dj0JnBt._5003a1Ixman:ref
Home Phone: **********
Full Model Number: NTEL71318.6
Full Serial Number: *************
Where Purchased: Nordictrack.com
Date Purchased: September 2020

per tech request: Please have key#** crank bracket, 2'key#** bearings, key#** washer, key#** spacer, key#** flywheel, continue to have knocking noise, left side parts and crank have already been replaced.

Sincerely,

*************************************
Business Response
Date: 01/12/2023
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 the notes and gone ahead and ordered those parts for you. Your part order is ICS9581379. You can track that at the link below:
**************************************************************************
If you'd like a technician to install the parts, please contact our extended warranty department at ************** for assistance.
Thank you!
Customer Answer
Date: 01/12/2023

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:01/10/2023
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.
This is regarding order #**********.
My Nordick track treadmill ran into you firmware issue after their latest software upgrade and stopped working in early Dec'22. Based on internet search, I found that this error is a known error from ifit and lot of other customers had similar issue. Equipment was running fine until this upgrade from ifit occurred and my equipment was still within warranty.

After multiple attempts to contact ifit, I was able to get technical support to help with the issue. After spending over 2 hrs trying various things, agent said that console needs replacement and he placed the order for new console. He said I will get the replacement in 1-2 wks .
It has been over month and there is no sign of replacement. I contacted ifit many times so far, opened case # ******** for help and even called many times. Hold times are usually for over 1 hr and then get disconnected and they do not even respond to case. I still haven't got any response for part replacement . This has impacted my schedules for over a month and I still do not know when it will be resolved. Terrible experience so far with ifit support with no accountability and responsiveness .
Business Response
Date: 01/13/2023
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 looked over your account and I do see this shipped as of yesterday. Your order is expected to arrive to you tomorrow. Your UPS tracking number is ******************.
If you have any questions, you can contact our Member Services at ************** (****)
Thank you

Customer Answer
Date: 01/14/2023

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,

* *

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