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:01/06/2023
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.
My complaint was closed, but I was waiting to hear from the business after the last response. The ball was in their court. A technician came out. Did nothing. Treadmill is still broken. Ive had ZERO follow up. Upon purchasing our treadmill on 12/10/21, we purchased assembly from the company. The treadmill was assembled and seemed to have some running issues from day 1. The belt was making a loud clicking/thumping sound. We called customer service about two weeks later to report the issue. We were told the treadmill would break in and that the sound was normal. On October 8th, 2022, our treadmill incline completely stopped working. We reported it and a new part was sent. The part didnt resolve anything. Then our treadmill stopped working completely. We were sent more parts, none worked. On November 24, we were promised a technician would call us to schedule coming out. Never heard from anyone. I called back on 12/5, and the person *********************** said they were waiting for videos to move forward and no one communicated. She asked me to send her the videos and that would be all she needed to schedule the technician and move forward. Now she has done nothing but completely blow me off. It has been over two months since our tradmill has been working. The service and lack of responses is crazy. *** never worked with such a horrible company.
Business Response
Date: 01/06/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have looked over your account and I do see that parts and service have been set up for you. Your new order number is ICS9576930. Once you receive the part the technician will contact you for scheduling to install the part, your service order number is SO-2704311.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:01/05/2023
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 a Nordictrack treadmill with ifit in April of 2020. It recently asked for an update for the software. I did it, and now the treadmill wont work. I spoke with Ifit they told me its a software issue and I need to replace the console. I shouldnt have to pay if its their fault!Business Response
Date: 01/06/2023
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.
Unfortunately, it has not been confirmed by our developers that this issue was caused by the update.
Since you are no longer covered under warranty, you will need to purchase a replacement console.
You can do so by contacting our member services team directly or by going online at iconservice.com.
Please let us know if you have any questions. Have a great day!Customer Answer
Date: 01/06/2023
Complaint: 18692061
I am rejecting this response because:We bought this equipment 2 years and 9 months ago. Already we are being told that we need to buy a 600 dollar console. Im embarrassed that I actually recommended this product to family and friends but will never again! Its not about the money its the principle your company should be ashamed of themselves for doing this to thousands of customers! Ill will spread the word. One person CAN make a difference!
Sincerely,
***************************Initial Complaint
Date:01/05/2023
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 DEC 6 2022 I contacted customer service about replacing a treadmill running board under warrantee. iFit informed me part was on order. I emailed them several times and attempted to call and use their chat function and they have been unable to provide any updated status or estimated shipment time. They do not answer their chat bot and their email replies are generic as if they want me to resubmit a support request. I want them to ship the required part per the warrantee, reimburse me for purchasing the part on my own, or send me a new treadmill.Order number is ICS9555072 placed on Dec 6th 2022. Part# ****** Model #: NTL10421 SN# PP240C0314209 Purchase date: Jan 19, 2022 Manufacture Warrantee end date: Apr 19, 2023 Parts Warrantee end date: Jan 19, ****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 delivery issues. We completely understand where you are coming from on this matter.
We are happy to help get his resolved for you, it looks like the machine you are referring to is not attached to your account, Thank you for providing the info regarding the machine, however we are just missing a number off the model number that is specific to your machine, please provide the number after the period on your machine.Thank you
Customer Answer
Date: 01/09/2023
Complaint: 18691136
I am rejecting this response because: the company has not sent this message in any of the previous correspondence regarding a missing digit from the model number or any discrepancy with the equipment being associated with my account. They also generated an equipment order based on the detailed information I provided during the support chat session on DEC 6th. If they were in error and approved a part order without sufficient information they should have reached out to me immediately with a specific request for information. I await an email from the company to me directly detailing this information so I can rectify it.
Sincerely,
***********************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.
I have filled out a form for you to get this part built and shipped. We do expect to have it built and shipped within 1-2 weeks.
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 assuming the part arrives in 2 weeks.
Sincerely,
***********************Initial Complaint
Date:01/05/2023
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 having issues with the S22i spin bike for over a year now. every time i call the customer service representatives have no clue what they are talking about. I'll get transferred to software service, then to parts, then to warranty service, then back to software service. I've finally immediately ask for a supervisor. BUT the supervisors will tell me things like i'll contact you in the next hour or day and i'll never hear from them again. so i'll have to call back and fight my way back to a DIFFERENT supervisor. the representative don't want to deal with a upset call so they just transfer you to a different department. OH there's a high chance that during this transfer you call will be "disconnected". today i've had to call 4 times to get to a supervisorBusiness 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.
I have looked over your account and I have filled out a form on that part. We do expect to have it shipped out to you in 1-2 weeks.
Please reach out to our Member Services at ************** (****) with any questions.
Thank you
Initial Complaint
Date:01/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Nordictrack Commercial **** Treadmill a little over a year ago. It was working fine until there was a software update around Christmas. It does not work now, and will not reset either. The screen is stuck on the white ifit logo, and the tredmill wil not even operate in a manual capacity either. I have filed a claim with ifit (,case ********) and no one has contacted me yet. I have also tried calling numerous times over the past few days, only to be put on hold for hours with no resolve, or just being directed straight to voicemail. There is literally no customer service at this point, and I am forced to file a complaint here like so many others are doing.Business Response
Date: 01/06/2023
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 a replacement console has been ordered for you. Please let us know if you have any questions. Have a great day!
Initial Complaint
Date:01/05/2023
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've been attempting to work with iFit support to get my warranty bike fixed since August 2022(as I write in January 2023). Support is the worst I have ever experienced in my life. ************** have been absolutely terrible, and responses I have received DO NOT resolve the problems I have had with my bike. If you want support for a bicycle trainer avoid iFit products. They're team is useless.It initially started with my bicycle crashing, restarting and failing to re-initiate rides. After multiple hours on the phone and emails with many different support representatives, they sent me a new monitor. Upon receiving the new monitor, it didn't boot up at all. Many hours multiple calls on the phone later, new but incorrect wiring harnesses were sent to us. After that, they have refused to respond to communications to warranty their products.Overall experience has been one of utter frustration and angerBusiness Response
Date: 01/05/2023
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 help get this resolved as quickly as possible.
Did you purchase an extended warranty by chance?
Please provide more information about the current issue along with any visuals you may have.
Thank you!
Customer Answer
Date: 01/06/2023
Complaint: 18689415
I am rejecting this response because:Good morning,
We purchased the extended warranty on the bike and have received 0 of 10 level of support from iFit/Nordic Track. I have requested a product replacement, and keep getting dragged through the mud by *********************** and team. The replacement monitor and cables ABSOLUTELY do not work, and I keep getting the same response from them. "Switch the cables around". That answer is NOT a solution. The cables are impossible to switch around. The "new" monitor and cables are broken. I would like to return the defective bike, and either get a new one or a refund. I'm totally sick of how I have been treated.
*****
Sincerely,
*************************Business Response
Date: 01/06/2023
Hello,
Thank you for the additional information.
We have spoken with the extended warranty team and they have stated that
If you are not able to get the console to light after installing it correctly, then you will need to speak with IFIT for assistance or install the old console and use it in Manual mode.
Please let us know how it goes.
Customer Answer
Date: 01/09/2023
Complaint: 18689415
I am rejecting this response because:I HAVE called support!!!!!!!!!!!!! I've wasted 10+ going back and forth with support and HAVE ABSOLUTELY NOT GOTTEN A RESOLUTION FROM YOU!!!!!! The original monitor ALSO DOES NOT WORK!!!! I WILL NOT WASTE A SINGLE CENT ON YOUR GARBAGE UNTIL THIS IS FIXED!!! We want a full product replacement or refund. We are now $1,995 down for the bike, 10+ hours (which I'd be more than happy to invoice at $80/hr to you), and subscription services in 5 months of time I'll not see money back for as you have failed to refund me for those too.
If you fail to satisfy my requirements, I will be calling a lawyer to take you task for failure to honor your warranty.
=====
******, I want to pursue further action through the BBB against iFit if they do not fulfill their warranty obligations.
====
With anger,
*************************Business Response
Date: 01/10/2023
Hello,
Thank you for the additional information.
Before we proceed, can you please provide a visual showing that the wires are installed correctly as instructed and not in reverse.
Thank you.
Initial Complaint
Date:01/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased our NordicTrack **** 12,12021 with the ******************* and the 4 YR warranty. When our machine was delivered they brought us the wrong model, but we were not that upset as it was their "top of the line." Within the first week, the treadmill belt stopped working and would abruptly stop causing us quite a scare and throwing us off the machine at one point. We contacted support, and after 2 hours of trying to reach someone in the "right department," they sent us a new control board. We replaced it on our own despite the "warranty" we purchased, and it did not resolve the issue. We then spent another few hours with support. They then scheduled a tech to come out, which took two weeks to schedule and several more weeks for them to appear. At this point, we owned the treadmill for over a month and never got to use it. After the tech came out, he fixed the machine but after six months, it happened again. Back to support, and hours later, they ordered us an upright wire. Weeks later, we got the wire, which looked the same as the "bad" one we had. We replaced it but it did not fix the issue. Support AGAIN, same story, same headaches, no solutions, no empathy, and NO use for the warranty we purchased. We have waited on hold for over 15 hours and that is an actual number, not an exaggeration. Three times we have been asked to replace electronic components ourselves.It has become apparent that their **************** strategy is to intentionally frustrate customers so that we just go away. Everyone you reach passes you on to someone else who can "guarantee" they can help, which they can't. We spend $3,000 only to have it work 6 of the 12 months. We get NOWHERE, and NO ONE is helpful. We have asked to return this machine to get our money back, but they say we can't. Our only remaining option is to request a lemon law reimbursement or to file a small claims suit. I will never recommend this brand, and we belong to a BIG group of fitness professionals.Business Response
Date: 01/05/2023
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 the wire was just ordered a few days ago.Would you like a tech to come out and install this part?
We're happy to get that set up if you'd prefer.
Please let us know.
Thank you!
Customer Answer
Date: 01/05/2023
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. But I want to be clear we are NOT paying for a tech as we have purchased the warranty.
Sincerely,
*****************Initial Complaint
Date:01/05/2023
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.
Nordic Trac s22 bike advertised with free year of i fit. Card provided does not work and now they want $480 a year for the membership fees to use the machine. **************** is non existent, you cannot reach a person even after 2 hours on hold! Terrible company with terrible service, it's a scam.Business Response
Date: 01/05/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
We are not seeing an attempt to activate a membership with your email address.
Can you please provide more information?
Initial Complaint
Date:01/05/2023
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.
Ordered a treadmill and after two delivery attempts the subcontactor has not delivered. On the first attempt they did not bring enough people and denied my haul away request. They were also rude and unhelpful. The second attempt they lied and said they came when they did not. The compny is tryong to charge me $250 to cancel the order; processing it as a return. I have never received it, therefore it is not a return. I have waited twice for over 4 hours. Terrible company. Would not reccommend to anyone.Business Response
Date: 01/05/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your order. We completely understand where you are coming from on this matter.
Unfortunately, we are not able to waive the return/cancellation fees.
If you'd like to proceed with the return, please let us know and we can get that processed for you.
Thank you.
Customer Answer
Date: 01/05/2023
Complaint: 18688389
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
Date:01/04/2023
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 sent an update to my Nordictrack Commercial **** that crashed the console. I've found HUNDREDS of people this happened too, and everyone experienced the problem around the same time. All affected did not have a subscription to iFIT. I've come across two people who are iFIT members and the update did not kill their console. **************** will not reply. The part is out of stock. And worst of all, it's their fault this happened. How can I help their faulty update, and why should I have to pay $600 to fix their mistake?Business Response
Date: 01/05/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank you
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