Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,262 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:01/07/2023
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 card
Business 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,
*****************************Initial Complaint
Date:01/06/2023
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.
December 17th, I chatted with **************** at ProForm/IFit to purchase an extended warranty for a Preform treadmill that I just purchased from ******* I have other ProForm equipment and knew that they offered this. I purchased this warranty, and I had not received my delivery of the treadmill yet. The sales rep said no problem the warranty will Sync once you register the treadmill. This did not happen, it does not show on my account. I have been emailing, calling, and chatting since 12/17 and have yet to receive a response. Order # PF11345687 - I was unable to attach the phone of the receipt but I have the receipt/email available on requestBusiness 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.
Please contact our extended warranty department (***) at ************** M-F 7AM-5PM MST so they can look further into this for you.
Thank you!
Customer Answer
Date: 01/10/2023
Complaint: 18700139
I am rejecting this response because:
Sincerely,
*********************************i am rejecting this response because that is what I have been doing for the last almost month. I have called that number, and not helped and disconnected and transferred. I have chatted with employees via text and the same result. So no, this is not ok!
Business Response
Date: 01/10/2023
Hello-
We apologize for you this issue and completely understand where you are coming from on this matter.
I have spoken with our extended warranty department for you and they have had this added onto your account for you.
Thank you!
Customer Answer
Date: 01/11/2023
Complaint: 18700139
I am rejecting this response because:
Sincerely,
*********************************i just checked my account. The warranty dates are not correct. I purchased an extended warranty of 4 years on top of manufacture warranty.
Manufacture.
labor end date 3/16/2024parts end date 3/16/2025
with 4 years extended on top of that should be
labor end date 3/16/2028
Parts end date 3/16/2029
both labor and parts show 3/16/2027 where does that date come from? That is not 4 years on either one.
Business Response
Date: 01/12/2023
Hello-
We apologize for the the issues with this!
I have reached back out to our extended warranty department and they have requested to have a hard copy mailed out to you. They made the adjustment that corrected the labor end date on your service plan, the 90 day extension only extends the labor and not the parts for the service plan.
They have requested to send you a hard copy however, there will be an error on the expiration of the parts under the service plan online.
If you have any further questions, 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. I am not satisfied with what I have had to deal with, I should not have had to go to BBB. Now to deal with Ifit membership that was offered as discount to extend although it doesnt reflect when I try to extend.
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.
Can you please provide an image of the code if you have one or of the conversation about your IFIT being extended?
Thank you!
Customer Answer
Date: 01/18/2023
Complaint: 18700139
I am rejecting this response because:
Sincerely,
*********************************i am still getting emails for extended warranty saying that I need to register my product to attach to the warranty I purchased. Confirming I am good with this?
iFIt, I guess I will just cancel it. I am not able to attach the photo here. It is email that says up to 30% off. Depending on the years you extend for. I would like Ifit, but I want it at the discount I was offered.
Business Response
Date: 01/20/2023
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.
Yes, I did have an agent help me get your extended warranty resolved. As for the IFIT, there's a promo code that is still active, but it's only for when you purchase 2 years. You can use the following code for the time being: THAI2023F2Y
Thank you!
Customer Answer
Date: 01/20/2023
Complaint: 18700139
I am rejecting this response because:
Sincerely,
*********************************Thank you, I am still waiting for the warranty in the mail? I have not revived that. And thank your ro code, but I am looking for Individual as my family said they will not use the IFit. The discount email I received was for any plan. But what you provided is only family?
thank you
Business Response
Date: 01/23/2023
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.
It can take 4-6 weeks for the hard copy to ship out. As for the IFIT, you can use the code THAI2023I2Y for the two year for the individual membership.
Thank you!
Initial Complaint
Date:01/06/2023
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.
Nordictrack/iFit recently released and forced an update to our treadmill (and all iFit users) that basically crashed our console. They are forcing customers to pay for new consoles, which are not even in stock, even though it was the companys fault through the update. I have read all over the internet people are experiencing the same thing. Nordictrack and iFit need to be held responsible and replace all costumers consoles. This will lead to a class action lawsuit if they do not. We paid THOUSANDS of dollars for their machines and I will not pay for another one because they broke 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 are happy to get this resolved for you, it looks like we need some info off your machine to add to your account so we can move forward. Please provide the following infomation
Serial Number:
Model Number:
Where Purchased:
Date Purchased:We look forward in hearing back from you. Thank you
Customer Answer
Date: 01/10/2023
Complaint: 18700057
I am rejecting this response because:The complaint is not resolved yet. The information requested by iFit is below. I look forward to hearing back.
Model#: NTL14119.1
Serial#: *************
Where purchased: On the Nordictrack website
Date purchased: September 2019
Sincerely,
*********************************Business Response
Date: 01/11/2023
Hello,
Thank you for providing that infomation regarding your machine, we were able to get your machine added to your account, Do you have an API3 error code on your machine?
Thank you
Customer Answer
Date: 01/12/2023
Complaint: 18700057
I am rejecting this response because:
The complaint is not resolved.Yes we are getting the AP3 warning and no command. See attached photos.
Sincerely,
*********************************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 today, we see you have been in contact with one of our agents and they were able to order parts for you. Your part order is ICS9582697. 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 youCustomer Answer
Date: 01/17/2023
Complaint: 18700057
I am rejecting this response because:I still need additional information.
Yes, I think my husband was able to get in contact with you guys through ******** Could you let us know how we are are supposed to replace the console? Are there instructions? Also how long will it take to get the part? It was our understanding they are not in stock currently.
Sincerely,
*********************************Business Response
Date: 01/18/2023
Hi ******,
That's great! yes we have helpful how to vidoes on our ******* channel and also it will come with instructions. The best estimate on a time frame I could give you is 2-3 weeks to receive the console, you are correct they are currently out of stock and we are anticipating a shipent in soon with them. Here's our ******* link for your reference.
*******************************************
Thank you
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.
Sincerely,
*********************************Initial Complaint
Date:01/06/2023
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.
Ifit at the end of December 2022 sent out a software update. Said update bricked (fried) the console on my treadmill. Without the console the treadmill is inoperable. The machine is well maintained. I contacted them for 2 days and no communication. Spent 3 hours on phone and they hung up on me. Spent another 2 hours finally got a person. Sent them the screen shots of the frozen screen and clear error and they ordered me a new console. But now I have to wait for the new console. It is in progress. No further information. I want a new console which is owed to me, I want IFIT to recall latest update and replace everyone's console IFIT damaged and I want a 3 year paid membership to IFIT for the pain and suffering the has caused me and my family.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.Were happy to add the down time to your warranty and IFIT 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 machines warranty for the time that it has been down.
Thank you.
Customer Answer
Date: 01/10/2023
Complaint: 18699928
I am rejecting this response because:Your software update clearly destroyed the machine. Your response is not taking ownership. When will I get a new console? When can I use the machine I paid $2,400.00?
You are not addressing the fact your IFIT update made the treadmill I purchaed completely inoperable. Your are not addressing the amount of time it is going to take to get me a new console. How about the fact i will have to take the old console off and put in the new one. Let's discuss the stress this is causing me and my family. How about I was on track for working out on treadmill and because of you, I am not working out. Your response to add time when ever I get the new console? Well when will I get it?????
What is it going to take? Class action lawsuit?
I want a concrete response, date, time when my console is arriving and 3 year minimum extension of warranty and IFIT.
Sincerely,
*****************************Business Response
Date: 01/11/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.We apologize for the inconvienance this has caused your family. We appreciate your patience as we get this resolved. We are only able to offer the time that your machine has been down due to your machine not functioning back to your membership. This part is currently out of stock, however it will ship once they become available. We can assure you that we are doing everything we can to get them shipped out in a timely manner.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:01/06/2023
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 and IFIT Norditrack T7.5S. Product worked fine until a recent update. After the update the console stopped working and became unrepairable. Ifit advised they would replace console 1 month ago. I followed up and they promised 2 weeks more. I cannot get a hold of a rep after waiting 3 hours for a live agent. I want my part so I can use my machine again. My order is ICS9552820.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.
After reviewing your account it appears that your part order has been escalated with our parts team.
Your order will be shipping out within the next **** business days.
You can track your order at anytime at iconservice.com with your order number.
Please let us know if you have any questions.
We will get this resolved as quickly as possible.
Thank you!
Customer Answer
Date: 01/10/2023
Complaint: 18699558
I am rejecting this response because:I have not received a confirmation email regarding this. The ticket status has not changed when I check the iconfitness portal. I would like a response to my open ticket and a tracking # provided as proof of shipping.
Sincerely,
*************************Business Response
Date: 01/10/2023
Hello,
We apologize, iconservice.com order tracking will not update until the order has shipped.
We estimate your order to ship out within the next **** business days.
The tracking will then appear once it has shipped.
We apologize for the delay.
Customer Answer
Date: 01/18/2023
Complaint: ********
I am rejecting this response because:Can we please keep this claim ******** open, I have not responded to last message because the company advised 7 to 10 business days. I was waiting for the time frame to accept or reject message. IFIT has continued to not deliver on their promises. I was promised by customer service to receive my replacement last week. They have not delivered. We need to hold this company accountable.
Sincerely,
*************************Business Response
Date: 01/19/2023
Hello,
Your order shipped out on the 18th and is due to arrive tomorrow, 1/20.
********************************************************************************************************************************************************************************
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/22/2023
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 **** have received screen and installed.Everything is operational. We can cloae the loop on this claim. Thank you for your support.
Sincerely,
*************************Initial Complaint
Date:01/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought the bike on 11/7 MODEL/SKU: PROFORM,CARBON CSC SERIAL NUMBER: ************* **************** ******************************* ********** PURCHASED AT: BJ'S WHOLESALE The original bike was missing a front stabilizer. After spending a few hours with support, you guys shipped a new one.. I received I received an incomplete part.The stabilizer I received didn't come with the 2 wheels on it and it doesn't seem to s**** in flush with the frame So I chatted with another agent after waiting for 2 hours last week. She promised to send me the right replacement including the stabilizer, two wheels and the hardware to install it.I received the second replacement part order today and it's missing the wheels and the hardware again!!I bought this bike more than a month ago and your support still hasn't fixed the issue. I've waited for weeks and after 2 replacement orders, the bike is still not functional.I spent 13 hours so far with your support.I have no energy or time left in me to spend 2 hours waiting for a chat associate again for the fourth time, explaining everything again only to be shipped incomplete or wrong parts. Your incompetence has ensured that the original order from BJs was missing a part and the two subsequent part orders were incomplete as well. I asked the third agent over and over again that he/she get it right the 3rd time.. She kept assuring me.. but again the wrong/incomplete part was sent.Please have some mercy on me. I'm just an ordinary human being. I can't go through this kind of torture from Ifit/Proform anymore. Please help.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.In looking into your parts orders today, we can see that there are 2 packages with your parts in them. The second package which is the missing parts is scheduled to be delivered tomorrow 1/10/2023 via tracking number 4200707592748999937491583000167705
We apologize for the confusion. Please let us know if you have any additional questions.
Thank you
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