Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,172 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:01/09/2023
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 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 youCustomer 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: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: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: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: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!Initial Complaint
Date:01/07/2023
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 a machine and it came with a one year membership for free. But now they do not wanna honor it because I dont have proof of the purchase of the machine that I bought two years ago, but the one year membership had no expiration. I have reached out with proof of warranty though and they still will not honor and unused and no expiration date membership cardBusiness Response
Date: 01/10/2023
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, if you can send an image of the code or provide the code we can get this added for you.
Thank you!
Customer Answer
Date: 01/10/2023
Better Business Bureau:I have attached the card and number.
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:01/07/2023
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 own a ProForm **** that worked perfectly until IFIT sent a software upgrade a few weeks ago and corrupted thousands of machines including ours rendering the console inoperable. We can no longer use our treadmill or the IFIT membership. Its virtually impossible to speak with a customer service representative. Once getting through via phone we were told we would have to purchase a new console for $600. We didn't break it. They did. They need to replace the console or the entire treadmill. The company is at fault.Business Response
Date: 01/09/2023
*****,
We are 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 ICS9578637. 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: 01/10/2023
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:01/07/2023
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 a treadmill that was to include 1 yr free of IFit membership logged in after numerous attempts to find it is only covering 30 day?? I could have purchased another companys machine and received the benefit I was looking for. Plus charging 49 a month for an online fitness app? Thats more expensive than a health club membership!Business Response
Date: 01/09/2023
*****,
First, and foremost thank you so much for your diligence in reaching out to us, and your patience as we continue to work to get things taken care of for you.
In taking a better look at things, utilizing the information on your account, and the information provided in the complaint we were able to see that there was a glitch in the activation code used. It should have applied the full year, however, for whatever reason only applied the month. We got that changed on our end, made sure to get the correct amount applied, and at this point we are showing you should be all set until January 7, 2024.
I hope this clears things up, and takes care of any issues that were concerning you. Our deepest apologies for the stress and inconvenience of this situation. Thank you for your ongoing support!
Initial Complaint
Date:01/07/2023
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 not been able to use my Nordictrack commercial **** treadmill since last Sunday (1/1/23) because the video screen is frozen. I performed a reset and the screen now says supported API: 3 with a robot image. I submitted an ifit service ticket (*******) but have never heard anything back. My ifit subscription is up for renewal but Im not renewing my subscription if my treadmill will not function. It worked with no issues prior to that.Business Response
Date: 01/09/2023
***,
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 empathize with you as we know it is not a small undertaking at this point to get in contact with us.
Our main priority here is making sure that you are taken care of, and assuring that we know what is needed to get your machine up and running again. Where you have been unable to complete any kind of troubleshooting due to the high holds/lengthy turn over time we are currently facing at this point I have asked that one of our best representatives reaches out tomorrow around 11AM MST to complete the troubleshooting necessary with you to get us on the road to repair.
I hope this is helpful, and please know how appreciative we are of your support and willingness to work with us. Thank you!Initial Complaint
Date:01/07/2023
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 have a nordic tract c1750 treadmill which has stopped working about 2 weeks ago. The console screen is not booting up and is stuck on a "ifit" screen. The treadmill has always worked fine for the last 2 years. We have been trying customer service for days and have been on hold for hours. We were told to try resetting which we did over 20 times. Then we were hung up on after someone put us on hold! After searching online, I see many people with the same issue, possibly all starting from an update sent recently which corrupted the machines. This is unacceptable and the lack of support is ridiculous. These are expensive pieces of equipment that are essentially useless now! What terrible service. I ask that nordic track or ifit or whomever is responsible for this to rectify the situation. Thank you.Business Response
Date: 01/09/2023
******,
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 empathize with you as we know it is not a small undertaking at this point to get in contact with us.
Our main priority here is making sure that you are taken care of, and assuring that we know what is needed to get your machine up and running again. Where you have been unable to complete any kind of troubleshooting due to the high holds/lengthy turn over time we are currently facing at this point I have asked that one of our best representatives reaches out tomorrow around 11AM MST to complete the troubleshooting necessary with you to get us on the road to repair.
I hope this is helpful, and please know how appreciative we are of your support and willingness to work with us. Thank you!
Customer Answer
Date: 01/10/2023
Complaint: 18701075
I am rejecting this response because:I did not receive a phone call at the time agreed upon.
Sincerely,
*****************************Business Response
Date: 01/11/2023
******,
I am unsure of where the confusion is stemming from, but I did confirm on our end that a call was completed with you.
During that call you worked with the rep to the conclusion of a replacement Console being necessary. That Console was ordered out to you, the order number being ICS9579727. You are welcome to track the order at iconservice.com/order/status using that ICS order number.
Thank you for your ongoing patience, and I hope this clears things up!
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.
I had initially marked the response as "rejected " because the rep had not called me yet at our scheduled time. He called me after I wrote that response. There was no confusion, just a lack of timeliness. We are now good to go Thanks.
Sincerely,
*****************************
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