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.
218 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:01/05/2023
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'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 anger
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.

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: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.
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: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.
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: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.
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: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.
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
Initial Complaint
Date:01/04/2023
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.
Our treadmill was rendered useless after a software update pushed out by iFit in late November. This update "bricked" the console, and although the major mechanical components like motor, incline screw and belt working perfectly fine, the treadmill does not work at all due to this software glitch. It would seem like they could push out a new patch, or restore the previous version, or email firmware to tech savvy customers to install themselves. I contacted tech support on 11/30/22 and sent a video of the console's behavior. A very helpful associate, Whitney Blaisdell, placed an order for a new console under warranty (order# **********). Five weeks later, the console still has not shipped and there has been no estimated ship date provided despite multiple attempts over phone and email. I called tech support again on 1/4/23 and was on hold for 35 minutes before finally speaking to someone. She informed me my console should ship in 1-2 weeks. I asked a clarification question and she changed it to 2-3 weeks. She then offered to help fix the console by using the Diagnostic Android Desktop mode, which I agreed. She told me to to unplug the machine for 2 minutes, when I informed her the two minutes were up, the phone call was disconnected. I tried calling back and was on hold for 20 minutes until needing to take another call. I would like to know when the console will ship and is there a workaround, even utilizing less features. Thank you.
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 return issues. We completely understand where you are coming from on this matter.
This part is currently on backorder, however we are expecting a shipment in within the next few weeks. Once they arrive we will process orders and get it shipped out as quickly as possible for you. We apologize for all you have been through. We’re 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.
If you have any questions, you can contact our Member Services at ************** (****) with any questions.

Thank you

Customer Answer
Date: 01/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is halfway satisfactory to me. They can use more humans to answer customer service calls and test automatic updates they push out. A method to run the treadmill in safe mode if the iFit console bricks again would be nice.

Sincerely,

**** *******
Initial Complaint
Date:01/04/2023
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 own a NordicTrack commercial **** that worked perfectly until IFIT sent a software upgrade (which I did not ask for or told was coming) about two weeks ago, that made my treadmill inoperable. I can no longer use my $2400 unit. I have been on the phone and emails with them never getting any satisfaction. Finally had a technician come to inspect and told me about others also getting the same virus, I would have to purchase a new console for $600. We didnt break it they did. They need to replace the console. The company is at fault 100%.
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

Customer Answer
Date: 01/13/2023

Complaint: 18686204

I am rejecting this response because:Yes I will like to continue the complaint open. I through you were ordering the pair that needs to be replaced.You can contact me at **********
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 ICS9576875. You can track that at the link below once it ships.
**************************************************************************

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you

Customer Answer
Date: 01/18/2023

Complaint: 18686204

I am rejecting this response because:I just received a text in regards to a part that order. When will that be delivered to me.
Sincerely,

*****************************
Business Response
Date: 01/19/2023
Hello,
We are so glad you got the message regarding your order! these consoles are currently on backorder but we are expecting a shipment in 2-3 weeks for them and will get orders processed! you will receive tracking info once it ships.
Thank you
Customer Answer
Date: 03/06/2023

Complaint: 18686204

I am rejecting this response because:What is my status on my order?
Sincerely,

*****************************
Business Response
Date: 03/06/2023
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.

With this issue being wide spread, we currently have an ETA for the console restock 4-6 weeks.We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

We apologize for the delay and appreciate your patience.Please let us know if you have any questions.
Initial Complaint
Date:01/04/2023
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.
NordicTrack treadmill T8.5S Model number NTL11219.3 Serial number ************* Hello! Due to the software failing in the tablet on my treadmill I have been advised that I need to purchase a whole new console. I guess Im not understanding how a software fault is on me to fix or replace. I would like the console to be replaced at no cost to me as this was not an error in how Ive used my machine. Thank you
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.

Unfortunately, since you are no longer covered under the manufacture warranty, any replacement parts and/or service going forward will need to be paid for.
You can do so by visiting iconservice.com or contacting our non-warranty team directly at-************.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/05/2023

Complaint: 18685259

I am rejecting this response because:IFit forced an update to their software that fried my console. This was not something I could control and was done at IFits negligence. There are thousands of consumers in the same boat currently. I would prefer IFit correct this instead of starting a class action lawsuit.

Sincerely,

***************************
Business Response
Date: 01/06/2023
Hello
We apologize, it has not been confirmed by our developers that this issue was caused by the update.
You will need to purchase a replacement console.
You can do so by contacting our member services team directly or going online at iconservice.com.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/04/2023
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.
I ordered a NordicTrack treadmill on November 9, 2022. Here are the order details and costs I have financed: NordicTrack EXP 10i treadmill NTL15421K1F $1,429.00 30-Day iFIT TRIAL MEMBERSHIP 1MIFITD Renews Monthly at $39/Mo 0 White ***** In-Home ******************* WGASSEMBLY Your item(s) will be delivered to the specified address, brought into your home, and placed in your room of choice. The machine will then be fully assembled and all packaging removed.$199.00 12 month iFit Extended Membership 12MIFITDU $299.00 4 YR 1001-2000 UTS4C In addition to NordicTrack's Standard Warranty $179.35 Subtotal:$2,106.35 Estimated Sales Tax*:$161.00 Estimated Total:$2,267.35 The treadmill was delivered and it was evident the white glove assemblers had no idea what they were doing. Nevertheless, they seemed to put it together and then left once I saw it was turned on. When I attempted to start the belt for my first workout, the belt didnt start. I spent 3+ hours on the phone being transferred around 4-5 times. Super frustrating!! Then, was told a warranty claim needed to be filed and I would have to pay for a technician to come see what is wrong with it. WHAT??? ITS BRAND NEW!??! I demanded to speak to a supervisor after asking politely several times. The supervisor finally got a technician scheduled (no charge!!) They came the following week and said the motor is bad and they would order a new one. The new *********** was ordered on December 5, 2022 (order # ICS9554009). Today is January 4, 2023 and the tracking information says its still processing! The week before Christmas I tried unsuccessfully to reach customer service via phone, website chat, ********* and the contact us email and NO ONE will answer. I even tried the 435 number in ***** **** and got the operators voice mail! Where are all the employees!?!?! I have also attempted to process a return and have not heard a word. Unacceptable. Fix it or come take it. IM DONE! DO NOT PURCHASE FROM THIS COMPANY!
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.
We have reviewed your account and see that your part order was escalated. The part will be shipping out within the next week.
We apologize for the delay and appreciate your patience as we work to get this resolved as quickly as possible.
Let us know if you have any questions.
Have a great day!

Customer Answer
Date: 01/07/2023

Complaint: 18684334

I am rejecting this response because: I was told the exact same thing on 12/21/22. Id like to keep the complaint open (and reject their response) until I receive the part that was ordered on 12/4/22!

Sincerely,

*********************
Business Response
Date: 01/09/2023
Hello,
We apologize for the delay.
We will get your part order shipped out as quickly as possible.
You can track your order at anytime at iconservice.com using your order number.

Customer Answer
Date: 01/09/2023

Complaint: 18684334

I am rejecting this response because: Im going to reject the response until Ive finished my first workout on my brand new treadmill.

Sincerely,

*********************
Initial Complaint
Date:01/04/2023
Type:Sales and Advertising 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 treadmill from Nordic track and a year subscription to iFIT with this. IFIT offers rewards for meeting certain milestones within a year and one of these is a t shirt for completing 100 workouts within a calendar year. I completed 100 workouts even if you dont count the free month of iFIT included with the purchase of the treadmill. I notified iFIT after completing this that I had not yet received the email about the milestone and to complete the information for the t shirt. I received one email back with a case number and that they would reach out to me but if needed I could respond to that email with more info. Not only did they never reach out again, but they never responded to my response and even after sending another request I have yet to hear back. The case numbers are ******** and ********. I first reached out to them december 23, 2022.
Business Response
Date: 01/05/2023
Hello,
We apologize for the mistake, our ifit team has gone ahead and resubscribed you to the alerts and also sent your info in to get that milestone for you. We apologize for all you have been through
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

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.

Sincerely,

*****************************

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