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

2,255 total complaints in the last 3 years.
229 complaints closed in the last 12 months.

If you've experienced an issue

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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:01/09/2023
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.
I am beyond frustrated. I have been trying to get some help from NordicTrack/iFit for weeks now. I have submitted at least two requests, sent numerous emails and sat on hold for either chat or phone call for hours now, to no avail.I purchased a NordicTrack S22I STUDIO CYCLE October 14, 2022 - the shipment was cancelled somehow through no fault of my own. After waiting weeks for a shipment that didn't arrive I phoned and a replacement order was placed for me on November 14, 2022. When I finally received the bike in November I registered it immediately - within 30 days of receiving the bike - BUT since my warranty started on October 18 (when the bike I didn't receive was "shipped") it didn't register as within 30 days and I wasn't given the 90-day extension to my warranty for registering within 30 days. I would like my purchase updated to November and I would like the 90 days added to my warranty.I would appreciate a call back so I can speak with an actual human being. I am not impressed with the customer service. Your **************** are of course super helpful and attentive but once you buy the equipment good luck getting any help! I have been given so many numbers and emails to call and none have been helpful!
Business Response
Date: 01/10/2023
Hello,
We apologize for the experience you have had, I have gone ahead and updated your delivery date and also added those 90 days to your warranty.
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

Customer Answer
Date: 01/11/2023

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,

Zinta Schnore
Initial Complaint
Date:01/09/2023
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 purchased the NordicTrack Commericial X22i treadmill for $3,297.99 on 11/29/22 and paid an additional $300 for the "White ***** Delivery and Assembly". The machine was delivered and assembled on 12/22/22. After reading the owner's manual, I got on the treadmill for my first run. The incline/decline function does not work at all and the entire machine wobbles tremendously, I fear I *** get injured using the equipment. I sent NT videos of the defective device so it is cataloged on my issue ticket. I have spent well over 5 hours on hold over several calls, this defective product and awful customer service is unacceptable. I finally was able to escalate my issue to a ****** Care Supervisor after requesting a manager by phone. I WANT A FULL REFUND FOR THE DEVICE WITHOUT RETURN FEES. I did not pay this amount of money to receive a defective machine that *** cause injury. The machine never worked as advertised directly out of the box, how am I suppose to be accountable for that? The billing department told me I would need to pay a $250 return fee and a 10% restocking fee. In addition to the $300 assembly fee, I'm looking at roughly $870 to return a defective machine, this is completely unacceptable. I financed this purchase with TD, they automatically **** $107 out of my account for the first payment. They said they are working to reverse the charge but its disputable as to whether I will get the money back. I am paying for a machine that does not work. I used the piece of equipment for 20 minutes. PLEASE REFUND ME IN FULL and stand by good business principals.
Business Response
Date: 01/10/2023
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.
We have reached out to our Billing and ****************** regarding the fees associated with the return.
The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************
We are happy to troubleshoot this issue with you if you'd like, please provide a video of the issue.
Thank you.
Initial Complaint
Date:01/09/2023
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.
Complaint against Nordic Track and IFIT.I purchased the treadmill in 2019 and bought the six-year extended warranty. My treadmill stopped working just before Christmas 2022 and I have spent hours on hold with trying to get my treadmill fixed. I did speak to someone on 12/30/22 and was going through a diagnosis test with them and we got disconnected. They had my number, and you would think that they would call you back. They did not. I spent ******** for the treadmill and another ****** for the extended warranty and I can't get it fixed.
Business Response
Date: 01/10/2023
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.
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 ICS9578823. 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 you
Initial Complaint
Date:01/09/2023
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.
Just like everyone else, I have a Proform **** Treadmill that is completely bricked due to a software update sent to the machine by Proform. My treadmill is completely unusable due to the software update that is causing it to cycle the Ifit screen. The only fix according to Proform is to buy a new console for about half the price of a treadmill that has hardly been used. Outrageous that they could break a product but expect the buyer to pay for it.
Business Response
Date: 01/10/2023
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.
We have reached out to our software team regarding your issue, please confirm that you are have error code API3?
Thank you
Customer Answer
Date: 01/10/2023

Complaint: 18709186

I am rejecting this response because:
I am only rejecting this response as it is a follow up question and not intended to be a resolution from the company.

Yes, I am getting the *** 3 warning when I try to reset the machine using the pinhole. It just cycles that warning.

Sincerely,

*****************************
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.
In looking into your account today, we were able to order you a new console Your part order is ICS9580233. You can track that at the link below:
**************************************************************************

If you have any further issues with the machine, please reach out to our ************************** at **************.
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 as long as the console that has shipped, arrives and fixes the issue.

Sincerely,

*****************************
Initial Complaint
Date:01/09/2023
Type:Delivery 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.
This is an ongoing complaint that the BBB keeps closing (second time!) even though IFit is actively helping me. I just gave a status report to IFit on 01/03/23 "Complaint: ******** I am rejecting this response because: First package of the few that are coming came in today. Just wanted to update you!Sincerely,*************************"I just received the second package end of last week. I still have the cracked back piece to the bike, but all other parts have been received I believe. We need to schedule a technician to come out and finish the install. BBB it is totally a pain having these complaints closed while the business is helping me! Please keep my complaint open until both IFit and I are done working with each other!Respectfully,*************************
Business Response
Date: 01/10/2023
Hi ****,
Thank you for keeping us informed. We have let our service department know that you have received all your parts and are ready for installation. They will reach out to the tech and the tech will call you to schedule your appointment.
Thank you
Initial Complaint
Date:01/09/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a treadmill on 11/22/22 and paid $150 for white glove delivery. The delivery team stopped the assembly because a part was damaged in shipping. They told me Nordictrak would need to send a tech with the part and that the technician would complete the assembly. I have spend countless hours on the phone and trying to reach someone by chat as well. I am currently on hold once a again going on 30 minutes now. I responded fully to the email responses about the problem only to be told to call parts and service. At this point, I want someone to call me, make an appointment to fix the machine and come out and fix it. If that cannot be done then come and collect the treadmill-shaped object and refund me all I have paid.
Business Response
Date: 01/10/2023
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.
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. Your part order is ICS9578294. You can track that at the following link:
**************************************************************************

They were also able to set up a service order for you. That service order number is SO-*******. Please allow **** business days for the tech to reach out to schedule your appointment.

Were happy to add the down time to your warranty and 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 machine's warranty for the time that it has been down for repairs.

Once your service appointment has been completed, 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

Customer Answer
Date: 01/10/2023

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:01/08/2023
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.
On 1/4/2023 I was sent a software update for the IFit tablet on my Pro-form Pro **** treadmill. Once I completed the update, my IFit screen is stuck on recovery mode. It only displays a robot with the wording "supported API 3". I called the IFit support line and was put on hold for 3 hours and was disconnected before speaking to anyone. I called back again and was on hold for another 3 hours and when I finally spoke to someone in customer support they told me that my machine was out of warranty and that would need to buy a new tablet for $700. I bought this machine in 2020 for $1200 and I could go buy another machine for almost the same price they are trying to make me pay for a new tablet. How do I know that this same issue won't happen to the new tablet? This is absurd, my machine worked perfectly before they pushed their latest update. Now, I am unable to use my treadmill. How can a company push bad software update then make me pay to fix it. This is terrible customer service and they need to fix my machine!
Business Response
Date: 01/09/2023
******,
We am so sorry to hear the troubles the new update appears to have caused for your machine. It is obviously always our hope that these machines will work for you seamlessly, so it is saddening when that is not the case. Fortunately, in taking a better look at your account and information we were able to find that your machine does indeed still have part coverage under the warranty. Because of this, I went ahead and ordered a replacement Console for you to the address that you filed this complaint under. Please know that the typical shipping time frame on these orders is **** business days, and delays due to the season may apply. Although you should receive an order confirmation to the email on your account, just for good measure your order number is ICS9578359. The order can be tracked at iconservice.com/order/status.
I hope this takes care of things for you, however, if that is not the case please let us know. Thank you for your patience, and ongoing support.
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:01/08/2023
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 own a PROFORM PRO **** that worked perfectly until iFIT pushed a software upgrade a few weeks ago that bricked thousands of machines, including mine, rendering the consoles inoperable. I can no longer use the treadmill. Attempts to contact a customer service representative have been unsuccessful. The parts warranty is good through April 21, **** however without the ability to reach customer service, how will ******************** honor the warranty? ProForm has bricked thousands of devices installed with iFIT that a cursory search on the internet will corroborate. They need to replace the console or the entire treadmill.
Business Response
Date: 01/09/2023
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, and are more than happy to take care of the situation.
Due to the issues with your Console following the update, I went ahead and ordered a replacement to you. This Console is being shipped to the address that you filed this complaint under. Please know that typical shipping time frame is **** business days, and delays due to the season are applicable. All order information should be forwarded to the email that we have on file for you, however, just for good measure your order number is ICS9578293. The order can be tracked at iconservice.com/order/status.
I am hoping that this takes care of any concerns that were present, however, please advise if that is not the case. We appreciate you, and your willingness to work with us. Thank you!
Initial Complaint
Date:01/08/2023
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.
The treadmill bought from Nordic Track approximately 3 years ago. It was recently updated and now the treadmill no longer works. Waited for 2+ hours to chat with customer service but was told I was responsible for buying a new console for the treadmill because it is no longer in warranty. This update was sent from NordicTrack which caused the treadmill to fail. This should not be a warranty issue and NordicTrack should provide a fix free of charge.
Business Response
Date: 01/09/2023
*****,
I am so sorry to hear that you are experiencing issues with your machine following an update. It is obviously never something that we hope any of our loyal Members are faced with.
Unfortunately, I regret to inform you that there is no way we will be able to replace the Console free of charge due to the circumstances of this particular situation. The manufacturers warranty that comes with the machine is designed to cover any manufacturer defects for a set time period. As a business we do have to put an end date to that warranty. If no issues present themselves within that time frame, it is then at your digression to determine whether or not you would like to proceed with purchasing an extended warranty to further protect your asset following the expiration of the manufacturers plan. Unfortunately, with none of that coverage being present on your machine our hands in this situation are tied.
On a personal level I do empathize and understand why this is so upsetting, and I apologize that the machine is now having issues that are not covered. If there is anything else that we can do to help you in this situation, please advise. Thank you!
Customer Answer
Date: 01/09/2023

Complaint: 18705035

I am rejecting this response because: I will never buy or recommend NordicTrack ever again. A malfunction to the console caused by NordicTracks own update has ruined a perfectly good treadmill. The fact that the remedy is 50% of the cost of the unit is ridiculous. This incident seems as though NordicTrack is engaging in planned obsolescence with their products.

Sincerely,

***********************
Initial Complaint
Date:01/08/2023
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 been trying to reach Nordictrack/IFIT for about 3weeks via email, chat bot, phone calls and reaching out on social media with no avail. The customer service aspect of this company is non existent. I have tried calling where I purchased the product and they can do anything for me as they have a contract that does not let them service my machine. I am in need of a new screen and just would like some guidance on how to get this done.
Business Response
Date: 01/09/2023
*****,
First and foremost we just want to apologize for the frustrating undertaking it has been to get in touch with one of our representatives.
Next, we would love to get you the sought after information on the process of getting a new Console. After evaluating your account we were able to see that it appears you are no longer covered under a labor warranty, however, you are still covered for parts. Because of this, as long as we get a professionals diagnosis we will be able to send the Console to you free of charge under the remaining part of your warranty. If you are wanting to set-up with one of our certified technicians to complete said diagnosis this is definitely something that can be arranged. If not, any tech will do we will just require a professional invoice stating the findings of the visit.
Hopefully this clears up any confusion! We appreciated your patience and diligence in working with us. Thank you.
Customer Answer
Date: 01/09/2023

Complaint: 18704135

I am rejecting this response because:

This does not SOLVE the issue of getting in touch with them, the company still has not responded to my well over 14 trouble tickets OR returned ANY of my phone calls they have said they would return via "Hold my place in line and call back"
This email gives NO place to contact them regarding the issue only that they will help me when I get a hold of them. THAT is the problem I CAN'T GET anyone to respond.
I need to know WHO to contact that will actually answer the call. I have no idea who is responding to the complaint, is it IFIT or NORDICKTRACK? I need someone to call me contact me to get the service that is required to get this machine fixed.
I can also have them call me at ************ to leave a phone number or email or name of someone to do the service.

Sincerely,

*********************
Business Response
Date: 01/10/2023
*****,
I will give you a call as soon as possible at the number listed. Thank you!
Customer Answer
Date: 01/16/2023

Complaint: 18704135

I am rejecting this response because:

I need someone to call me so I can place an order for a console. I have had a repair team out and have the proper documentation to get this part now ordered. I again have had no luck getting in touch with anyone.
Sincerely,

*********************
Business Response
Date: 01/18/2023
I will plan on calling out to you tomorrow 1/19 at 4:30PM MST to get this taken care of for you. I look forward to speaking more with you then, thank you!

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