Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,255 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:01/11/2023
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 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: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: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: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 2020per 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: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,
* *Initial Complaint
Date:01/10/2023
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 14i treadmill on 12/1/22 with a parts and service warranty. 2 of the buttons on the screen don't work and I would like for the screen to be replaced as it is covered by the warranty. The Nordictrack treadmill is serviced by iFit parts and warranty. I submitted a request for service on 12/22/22 to the iFit website as recommended by the user manual, but I have not yet heard back. The confirmation of receipt email mentioned that iFit would be reaching out asap. I followed up again on 12/29/22, and still haven't gotten a response. The case number I was given is 21478039.I'm just looking for the service I should receive as part of my warranty. Thanks.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.
We were unable to locate an account, please provide the following information.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:With the machine unplugged, please check that all wiring is secure. Please also refer to the troubleshooting section in your users manual and try a pinhole reset.
Thank you!
Initial Complaint
Date:01/10/2023
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 bought my Vault in September of 2021 and paid $2,118.94 for it. Right from the beginning I started having issues with it, from getting scratched through delivery to the equipment freezing up. I had multiple calls with support updating the machine and such but It feels liek there's really no content for it. My biggest frustration is that the current price is $699, that tells me that the product is not selling as expected. Probably because it's so unreliable. I would like to speak to someone regarding some sort of refund for the time that the product has no being available and for the lack of support.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.
Please provide the following information.
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:Also, are you having any current issues with your machine?
Thank you!
Customer Answer
Date: 01/12/2023
Complaint: 18719136
See below to my response to their questions
Please provide the following information.
MODEL #: NTB15019.0
SERIAL #: *************
DATE OF PURCHASE: 09-11-2021
PLACE OF PURCHASE: Nordictrack website (order# *******)
Also, are you having any current issues with your machine?
-Yes, I keep having issues with the machine not updating. This causes the workouts to crash frequently. My other issue is that when new series come out, they are not available on the mirror. Ive reached out to iFit support multiple times since I got the equipment and never got a good solution to the problems other than doing resets/reinstalling the software. This is not the right way to update a machine. (request#******, 941146)
Sincerely,
*************************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 delivery issues. We completely understand where you are coming from on this matter.
I have reached out to our IFIT team and they will be reaching out to you to schedule a time to get this resolved.
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,
*************************Initial Complaint
Date:01/10/2023
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 a NordicTrack workout bike in October and it has worked a total of 2 weeks.
I was able to contact my extended warranty company pretty easily but I cannot use them until I have had my bike for 1 year because iFit provides the warranty for the first year.
My pedals do not get read by the machine, essentially not working for any sort of resistance or tracking of a work out.
Ifits customer service is virtually impossibly to get hold of.
Their hold time is multiple hours. They do have a call back option but the call back has taken anywhere from 3-5 hours each time and I am no longer able to speak because I am at work or it seems as if they hang up right away before I can answer.
I just missed a call back because they hung up right after it started ringing.
However, it is 5pm MST and their recording says their operating hours are from 6a-6p MST when I just tried to call back.
It is literally impossible to get ahold of them and I just purchased this product which was very expensive.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.
Please provide the machines full model number. Does your incline work? Do the RPM's on the display read? Can you feel any change when trying to adjust resistance?
With the machine unplugged, please check that all wiring is secured and undamaged.
Thank you!
Customer Answer
Date: 01/14/2023
Hello,
attached is my model and serial number. The answer to the rest of the questions is none of that is working. It all stopped working after my screen went blank randomly and you all had me do a factory reset.
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: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 received my NordicTrack **** on the 11/28/22. One day the belt stopped working after contacting customer support and waiting they told me the motor controller was broke. This was an impediment. Yet, I accepted the resolution provided. Only for the same issue to happen weeks later. The belt wont run again. I have been attempting for the last two days to talk to someone. I have waited countless hours to speak with someone regarding what I would define as a broken piece of equipment. I have never experienced such poor customer service for a costly product. At this point it is beyond troubleshooting. This product is a Lemon. I would love to speak to someone to address this in a timely matter.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.
Please send us a video of the controllers lights and with the machine unplugged, please check that all wiring is secure. Once we have this information we will get parts and service set up for you.
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. In spite of it being the exact same issue that happened less than two weeks ago, I find no other resolution. In addition, it must be noted that I have waited over 3 hours two days in a row without speaking to someone on their website or on the phone. It is a terrible business practice.
Sincerely,
***************************Initial Complaint
Date:01/10/2023
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.
My Proform carbon T10 suddenly quit working. The "customer service" phone number results only in waiting, the chat line is the same thing, just wait unless it's going to the sales department. I just want my machine fixed or they can have it back for a full refund, at this point I don't care which. They have intentionally made it impossible to connect with customer service. Also I am unable to file a complaint with them. This is my only recourse of action.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.
After reviewing your account we do not have a machine registered on your account.
Please provide the following information to complete your registration.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:
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