Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,173 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:01/06/2023
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 request
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.
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
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.
Bought a Nordictrack Commercial2450 treadmill in 2021. They pushed a software update to the electronics and now it doesn't work. They are unable to provide a replacement or fix.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 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 ICS9577770. You can track that at the link below:
**************************************************************************
If you have any further issues with the machine, please reach out to our ************************** at **************.
Thank youCustomer 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 pleasantly surprised that they responded although their customer support takes hours to answer. The rep I spoke to (after 2 hours of waiting) has helpful and courteous. I look forward to receiving my replacement part - hopefully.
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 purchased workout equipment and got a free trial for IFit. It was auto renewed without notifying me first. This just happened today 01/06/2023. The website says I can get a full refund within 30 days of renewal. I have been trying to get ahold of someone to get a refund submitted but I have no luck speaking to a person. Order #IF24376272. The total amount was $434.61. I am sure they will honor their refund policy, I just can't get ahold of someone.Business Response
Date: 01/09/2023
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 an IFIT agent and they have refunded and cleared this payment for you.
Thank you!
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.
Renewed membership without our permission and cannot get a hold of them.Business Response
Date: 01/09/2023
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.
We have had an IFIT agent look into this and do see they did a partial refund on this charge for you.
If you have any further questions, please contact our IFIT member care at ************** for assistance.
Thank you!
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.
Purchased a NordicTrack Commercial **** Treadmill in 2019 for $2500. It worked fine up until a software update went through in December 2022 which corrupted the console. As the machine is out of warranty, I have tried reaching out to iFit to purchase a replacement console. After 3 hours on hold, I was able to speak with an agent in *************** who proceeded to transfer me to the ******************* and had to wait on hold for another hour. After speaking with an agent in software, they stated they start the process of entering a replacement order, but could not "approve" the replacement as they needed another department's approval and that department was closed for the evening. The agent agreed to call me back in the morning after getting the required approval. The agent did call back; however, they stated they did not have the approval as they needed myself on the line to obtain the approval. The agent proceeded to place me on hold for 15 minutes, and then disconnected the call. The agent emailed me that they had technical difficulties which caused the call to be disconnected, and they would get the approval and reach back out. The agent then emailed again asking for photos. I provided a video of the issue and have heard nothing back from IFit since. Tried calling again and was stuck waiting on hold trying to speak with an agent.This is the worst customer service I have ever experienced. I am even willing to pay for the console, we just need the item replaced as our treadmill is inoperable without it. Further, iFit is collecting fees for our iFit membership which we cannot utilize due to the treadmill being out of service.I was provided a replacement order number PO21568327; however, when checking status for nothing comes it states "order not found."Looking for iFit to send replacement console via expedited delivery.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 we see that a replacement console was ordered this morning (1/9) order number-ICS9577592.
The console is currently out of stock. We will ************** out as quickly as possible.
You can track your order at anytime at iconservice.com with your order number.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/09/2023
Complaint: 18698695
I am rejecting this response because I was told by customer sevice that we would receive the parts in **** days. Now being told we these are out of stock. Please advise the estimated ship date, as we are unable to use our machine until a replacement console is received. Further, IFit is continuing to charge us for a subscription we cannot utilize.
Sincerely,
*********************************Business Response
Date: 01/11/2023
Hello,
We reached out to our parts team for an ETA.
They have informed us that the part is out of stock and the current ETA for a restock is- 2/16/23.
We are so sorry that this is going to take longer than expected.
We are happy to add the total downtime to your warranty and membership once your machine is back up and running.
Please let us know if you have any questions.
Have a great day!
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 purchased a Commercial **** Treadmill in 2021. The treadmill broke 4 times. The running board cracked despite a rating by the company that the treadmill was proper for 300 pound users. The treadmill adjustment bolt recently snapped. This created a dangerous situation where the rear roller slid forward to one side and the belt jammed. I have been on hold waiting to speak with member services for 3 hours and 3 minutes and counting. The product is under warranty and I purchased and extended warranty but this machine has demonstrated that it is unsafe and lacks the claimed durability that inspired the purchase.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.
We're happy to get this taken care of. Please provide a video of the current issue to **************************************************.
Please reply back here once the video has been sent. Thank you!
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