Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,173 total complaints in the last 3 years.
219 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a NORDICTRACK COMMERCIAL 1750 treadmill on December 6, 2024 and received it December 18. I assembled it, turned it on and followed prompts, entering my WIFI information. It required me to create an iFit account, and presented me 3 payment plans. I chose a button that said something like "not now", in order to bypass payment, because I do not want an iFit ****************, every time I want to use the treadmill, it requires me to scan a QR code on the screen using my phone, which takes me to the iFit website, offering those 3 payment plans again. I need to scroll to the bottom and choose "not now" again. Finally, it tells me I am logged in. Only then can I use the treadmill.There is no way to use the treadmill without logging on online! This was not advertised, and an internet search shows that this is a recent software change that they made in the past few months. The user manual says there is a "manual workout" button on the home screen, which there is not. In fact, there is not a Home Screen until you go through the steps I listed above and bypass the 3 payment options. You need internet access to use this treadmill.
Business Response
Date: 12/27/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company.

We would like to thank you for reporting the frustration on the specific process and we are working hard to make changes to accommodate all users. Although you are only using your machine in manual mode the ** code is an added level of security for your personal information.
If you have any further questions, please feel free to reach out to me. Thank you
Customer Answer
Date: 12/27/2024

Complaint: 22731687

I am rejecting this response because:
They did not address the question of how to use the machine without scanning the ** code and logging in on their website. Is there a way?
Secondly, they said the ** code is an added level of security for your personal information. That requires explanation. How does scanning the ** and logging in secure my personal information? This is a home treadmill, so there are no strangers who would use it and get my personal information. And if they mean that this allows there to be multiple home accounts, couldnt that be achieved without an internet connection?
To clarify, the key problem Im reporting here is that each time I want to use my home treadmill, I need to get permission from the iFit company via an internet connection. That is the problem. Rather than protecting my information, this requirement seems like an invasion of my privacy by iFit. I want a way to privately use my home equipment without needing permission from iFit.

Sincerely,

****** ******
Business Response
Date: 12/30/2024
Hi ******,
As long as you don't log out of your machine you should only have to scan the ** code once. After that it won't pop up. The personal info is pertaining more to those that have IFIT accounts but everyone has a ** code, this is something we have incorporated on all machines not just ones that have memberships. We apologize for the confusion.
Thank you
Initial Complaint
Date:12/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Nordictrack S22i commercial bike, that is 2 years old, I noticed that the monitor stopped going into night mode, and would stay on 24 hours a day, I reported the issue to IFit, they sent me instructions to try to fix the problem via email, this did not work, sent another report, they sent me another email with different instructions on how to reset the monitor by using a paperclip, I followed the instructions, the screen reset, then it went black and stopped working. I sent another report, they told me it was not under warranty, that I would have to pay for any work and to send a technician. I paid over 2000 for this bike less than 2 years ago, and I feel that a one-year warranty for such a costly machine is ridiculous. I was following their instructions, and it messed up my bike. I got to looking on Nordictrack blogs and this seems to be a common occurrence and that IFit is aware of their faulty control board, that does not last. This is a costly repair, plus under IFit instructions they wanted us to remove the pedal arm to get to the controller to see if that was the problem, we were unable to get the arm off, stripping the bolt in the process, so we cannot even get to the controller to determine if that is the problem. I think it's wrong that they know of the problem but refuse to fix it and it continues to cost the consumer a substantial amount to repair after spending a lot to purchase their equipment. I have several emails providing proof of our interactions.
Business Response
Date: 12/26/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account it does appear that a service has already been set up as of today 12/26. We would be happy to add 3 months of downtime to your ifit membership as a token of our appreciation. Please let us know if you would like this.
Thank you.
Customer Answer
Date: 12/26/2024

Complaint: 22727479

I am rejecting this response because:

Sincerely,

***** ******

The issue stems from an update to IFIT. I had no issue until they made changes to their software.
we have declined the update on our rower which they also would not repair while under warranty.
we have invested thousands in equipment and IFIT. Anything less than a complete repair (parts/labor) is insulting.
gratitude from the company would be to have all 3 of our distracts inspected and maintained while resolving the initial issue.
Business Response
Date: 12/30/2024
Hi *****,
We have confirmation that a service tech has been set up to come inspect your machine. Please allow 3-5 business days for the tech to reach out for scheduling. We've also refunded the service fee. Thank you
Initial Complaint
Date:12/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a treadmill for 999.99 3 years ago, just finished paying off the credit card for this, received a letter in mail to buy membership or product support may discontinue after sometime, i discarded this paper thinking I can still run the treadmill in manual mode. then 1 day the product stops in blank screen and unable to run at al, called ifit for support, they asked me to run a few steps and techs jumped to conclusion that the console is not working and need to replaced, to me it appears to be a software issue, this clearly seems to be scam and has affected many customers across the country. The techs do not want to investigate the issue and want customers to pay for console. The rest of the treadmill does not have any issue with motors or belt. They should at least have the ability to run the treadmill without the software but are not willing to share with customers.
Business Response
Date: 12/26/2024
Hello, ******,
Thank you for taking the time to address the issues you have encountered with your (machine name). We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
Thank you for giving us as much detail as you could, this is very helpful, one question I do have is can you confirm if you have a blue bluetooth light that is lit on your console? also can you please confirm that you have lights on your controller board and there is a green light on your power adapter?
Thank you
Customer Answer
Date: 12/27/2024

Complaint: ********

I do not think the lights hold true to this device, there never was a light on bluetooth option to begin with.

Sincerely,

****** *******
Business Response
Date: 12/30/2024
Hi ******,
Thank you for confirming, please inspect the wiring in the back of the console to ensure that its not damaged and securely in place.
Thank you
Customer Answer
Date: 12/30/2024

Complaint: ********

I am rejecting this response because:
wiring looks good, the console has power and everything, the incline goes up and down and responds to the controller panel, its just the speed controller that does not respond d and the tablet.

Sincerely,

****** *******
Business Response
Date: 12/31/2024
Hi ******,
Could you send me a video of the issue to **********************? this will help me better see whats going on. please make sure you put your claim number in the subject line.
Thank you
Initial Complaint
Date:12/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order Number: *********, Ceva Tracking Number: C86635126 On 11/05/2024, I ordered a treadmill from iFit. The following day, a salesperson called to sell me an extended warranty and offered to include a free heart monitor, which I accepted.I initially expected my treadmill to ship within a reasonable timeframe, but by late November, I had received no updates. I called customer service and waited on hold for over an hour, only to be told there was an issue with how my financing had been submitted. They assured me it was resolved and that my order would ship soon.The following week, I called multiple times, often sitting on hold for extended periods, with no clear answers. Finally, after four calls, I reached someone in Billing who informed me that my financing was short by $20, and this was why my order had been held for over a month. I was never contacted about this issue and only learned of it after repeated follow-ups.After resolving the $20 payment, I was told on 12/03/2024 that my treadmill had shipped. However, by 12/15, it still had not arrived. I contacted customer service again and was given a Ceva Logistics tracking number (C86635126) and told that the treadmill was in transit. When I reached out to ****, they had no record of this shipment.On 12/18, after more calls and lengthy hold times, I was finally told that the treadmill had never left iFits warehouse. Adding to my frustration, I noticed the treadmill is no longer listed for sale on their website, yet I fear that have already been charged thousands of dollars through the financing company for a product that has not been delivered.Proactive communication is nonexistent, forcing me to chase down updates on my order.This experience has been unacceptable, and I am requesting immediate action to resolve this issue. I need either the treadmill I ordered, a comparable treadmill shipped to me at the same price, or a full refund, along with the cancellation of the financing charges.
Business Response
Date: 12/19/2024
Hello *******,
Thank you for taking the time to address the issues you have encountered with your NordicTrack Commercial X22i. Your feedback is important to us as we strive to enhance our services. Our escalations team is committed to addressing matters that require executive attention. I will be your main contact for any further support you may require. I have already contacted our billing team and escalated the issue to our warehouse to determine the current status of your machine. You can expect an update from us soon. Please feel free to reach out if you need any more assistance.
Customer Answer
Date: 12/19/2024

Complaint: 22703776

I am rejecting this response because no resolution has been offered other than to talk to the warehouse. Id like to keep the complaint open until the product is shipped.

Sincerely,

******* *******
Business Response
Date: 12/19/2024
Hi *******,
We understand and are happy to keep this open until it ships. Thank you
Customer Answer
Date: 12/24/2024

Complaint: 22703776

I am rejecting this response because: as if 12/24, there has been no attempt to reach out to me outside of the BBB complaint to resolve this matter and the product still hasnt shipped. I have, however, already been charged for the four year warranty for this product and I was sent a paper copy of my warranty which began on 12/3.

Sincerely,

******* *******, ************

Business Response
Date: 12/30/2024
Hi *******,
We apologize for the experience you have had, we can confirm that your machine was lost in transit, we are happy to offer a refund or ship out another unit to you. It will be the X16i as the X22i is no longer available. Please let us know which option you would like us to continue with.
Thank you
Customer Answer
Date: 01/02/2025

Complaint: 22703776

I am rejecting this response only to keep the case open. I will gladly take the X16i in place of the product I ordered. Please let me know know the tracking number as soon as it ships.

Sincerely,

******* *******
Business Response
Date: 01/02/2025
Hi *******,
Your order number stays the same 2538180 and it'll ship out within 3-5 business days. Please let us know if you have any additonal questions.
Thank you
Initial Complaint
Date:12/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new Nordictrack treadmill in October of 2022 with iFit software. I only ran on it for a few months before sustaining a foot injury so I essentially did not use the treadmill at all in 2023. In January of 2024, my foot pain started improving and I was able to get back to running consistently. My iFit subscription at that point had lapsed so I just started doing the manual workouts which I was fine with. In about June of that year I started noticing problems with the treadmill. The belt would stop in the middle of a run and the console would freeze. An error message would also sometimes pop up saying that the connection to the machine was lost and I needed to "power cycle" the treadmill. I reported the problem to iFit but by the time I heard back from them, the treadmill seemed to be ok so I did not follow up. Not long after this, a software update was installed which occurred automatically. I started noticing more frequent problems with the treadmill after this, again with the conveyor belt stopping in the middle of a workout and the console freezing. I reached back out to iFit and we tried trouble shooting the problem and nothing worked. We got to the point where they actually sent out a technician to my house to examine the machine (which cost $150), and unfortunately despite his best efforts he was unable to resolve the issue either. This was around October of this year. I reached back out to iFit letting them know my issue was still not resolved and I received emails back essentially saying that my issue was resolved. I am aware that there is an active lawsuit against iFit as multiple other customers have experienced this same issue and are claiming that they were sold machines with defective consoles. What I would like is for iFit to offer me a real solution or at least acknowledge that no, my issue is not resolved as they claim, and tell me how they are going to help make this right for me.
Business Response
Date: 12/20/2024
Hi Cherren,
Thank you for reaching out, thank you for taking the time to work directly with us in email. We wanted to follow up with you and let you know we've submitted the order for a new console.Your order number is ICS9974667. Please allow 7-10 business days for shipping.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer Answer
Date: 12/20/2024

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.
Thank you very much for working this out for me, truly appreciate it.

Sincerely,

Cherreen Tawancy
Initial Complaint
Date:12/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Regarding Failure to Service or Replace NordicTrack X24 Treadmill I am writing to file a formal complaint regarding NordicTrack's failure to provide adequate service or replacement for my NordicTrack X24 treadmill, which I purchased on 12/11/2024. The treadmill arrived Dead on Arrival (DOA).I spent approximately four hours troubleshooting the issue with NordicTracks customer service team, but no resolution was achieved. I requested to speak with a supervisor on two separate occasions, but the customer service representatives refused my request each time. I was instead promised a call back from a supervisor, but no one has contacted me to date.When I asked customer service for the name and contact information of a supervisor, they declined to provide it. Additionally, I was informed that a technician had been dispatched to service the treadmill at my location, but no technician ever arrived.Attempts to contact NordicTracks headquarters leadership have been futile, as all inquiries are routed back to the same customer service team. The overall experience has been extremely disappointing and unprofessional.I am requesting that NordicTrack take immediate action to either service or replace the treadmill as per their obligations under the warranty terms.Desired ************************* of the treadmill at my location, or Replacement of the defective unit.Please address this matter urgently.Sincerely,****** ****** ************ **************************
Business Response
Date: 12/17/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and issued a replacment machine. Your order number is *******. Please allow 7-10 business days for the carrier to reach out for disassembly and removal of the old unit.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you
Initial Complaint
Date:12/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought product off amazon with the warranty description:

"This product is guaranteed for a period of two (2) years. Within this period, any defective product will be repaired or replaced by the company free-of-charge. The company will also assume all shipping costs."

Company refusing to follow through saying it's 3 month warranty
Business Response
Date: 12/13/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We are happy to look into this for you, can you please provide the full model and serial number along with any warranty info that was given to you discribing what is covered. Once we receive this we can move forward on getting this resolved.
Thank you
Customer Answer
Date: 12/13/2024

Complaint: ********

I am rejecting this response because:

I have already given them the information requested by them and they've had it escalated for weeks.

Sincerely,

****** ******
Business Response
Date: 12/16/2024
Hi ******,
We apologize the warranty infomation is only partial, we need a copy of the whole website. Thank you for understanding
Customer Answer
Date: 12/21/2024

Complaint: ********

I am rejecting this response because: They aren't clear about what they mean about the whole website. They need to fully refund me.

Sincerely,

****** ******
Business Response
Date: 12/31/2024
Hi ******,
We need a screenshot of the whole discription of the warranty and features of the item you purchased, the one you provided was not sufficent for our mangament. We apoogize for the confusion.
Thank you
Initial Complaint
Date:12/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a NordicTrack 1750 treadmill. I purchased the iFit yearly membership. They have updated a newer software that has an additional fee of several hundred dollars. I declined the new software. Since then my machine fails on average 40% of the time and requires multiple restarts to work once this happens. The customer support told me they cannot help. I also purchased a 4 year warranty. This is also a know issue throughout the NordicTrack community. I need the issue fixed or the software included. I cannot have this 3500 dollar machine bricked do to a software update/money grab.
Business Response
Date: 12/10/2024
Hello ******,
Thank you for taking the time to address the issues you have encountered with the new iFit 2.0 Software. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
I see that you reached out yesterday and were able to get the machine working again. The cost for iFit remains the same and has not changed. Although our membership tiers have been updated, it appears that you have always been on a Family plan, which is now referred to as a Pro plan, with no change in cost.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you
Initial Complaint
Date:12/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Nordic Trac treadmill equipped with ifit software 1 year ago. A few months ago my software auto update to the new 2.0 iOS. It ran much quicker and was more efficient. The interface was modern and it was a much better version of the old software. A few days ago the software auto reverted back to the old 1.0 iOS and no matter what I did I was unable to update it back. I spent an hour on a chat with ifit troubleshooting to no avail. And then another hour on the phone with an agent troubleshooting at which point she asked me for my part number and proceeded to tell me that the new iOS was accidentally released to all machines and that the developers fixed this problem by reverting older machines (my part number identified my machine as older even though I purchased it brand new only 1 year ago) to the old iOS. She proceeded to tell me that even though my machine is fully capable of running the new iOS, if I wanted to run the new iOS I would need to purchase a new machine. This makes no sense and is very bad business. I would like ifit to understand that it is not justifiable to force someone who has fairly new equipment that has the capacity to run the new software to have to purchase new equipment to run said software. I would like to report them for very poor business practices.
Business Response
Date: 12/03/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We are sorry this issue has not been resolved for you, after reviewing the cases on your account I need a bit more info on the issue at hand, can you please send us a photo of your machine info? we specifically need your UUID. You can find this by going into your machine settings. Once we have that we will be able to move forward with getting this issue resolved.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you
Initial Complaint
Date:11/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
iFit billed me twice for iFitPROplan membersihip; I emailed, logged 2 web based requests and received case numbers; called multiple times; finally connected with an agent who attempted to assist, but unsure if successful in resolving
Business Response
Date: 11/12/2024
Hi Ed,

Thank you for taking the time to address the issues you have encountered with your memebrship. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After looking into your account we can confirm your refund. It was issued as of 11/12/24 with confirmation number 6732882c6179ce005409882e. Please allow 3-5 business days for that to reflect your account.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

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