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:01/03/2023
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 S27i studio cycle bike on the 10th of December...on the 19th of Dec I talked to a person in *** telling me the bike was there and they would call after Christmas to set up a date to deliver and set up bike...when i called back all of a sudden the bike was lost and could not be found...they wanted to reissue the order and I had to wait another 3 weeks in order to get bike...if i wanted to cancel the order then would have to pay cancel charges for the bike...none of this was my doing and Nordictrack really did not help or would even try to rush the order ...really bad customer service
Business Response
Date: 01/05/2023
Hi

We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed as of this morning (01/05/2023) in the amount of $2953.37 with confirmation number 60357675 No fee's were applied.This refund should reflect on your account within **** business days. The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at.
If you have any further questions, please call our Billing team at ************.

Thank you
Initial Complaint
Date:01/03/2023
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.
Following up on original BBB Complaint ID: ******** Filed: 11/11/2022 Upon the initial BBB complaint, iFit offered to repair our Commercial x32i Treadmill under SO-******* on 11/21/2022, almost one month following the initial communication to iFit advising of the product defect. We accepted this resolution on 11/21/2022.As of today, 01/03/2023, there has been no communication from iFit regarding the repair status.When we attempt to contact iFit, we sit on hold for 45 minutes and are unable to reach a representative. The iFit online chat feature is also non-responsive.We are disgusted with the product and the level of customer service from ************************* a repair part and technician can not be provided in the next two weeks (by 01/17/2023), we would like the entire unit replaced, or a refund for the unit. iFit is welcome to take the defective unit away if a refund is issued.The latest reference ID: **********
Business Response
Date: 01/05/2023
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 have reached out to our parts department regarding your order. They have confirmed that these parts are now being built and getting ready to ship. We have submitted a form to get this escalated for you. This form has been approved. Please allow **** business days for shipping.
Thank you

Customer Answer
Date: 01/06/2023

Complaint: 18675907

I am rejecting this response because:
We were advised that parts were being received into inventory over a month ago and that they would ship shortly. You are now saying that parts are being "built"? Where are these units being built, domestic or abroad? In any case, we are highly skeptical that our current unit will be repaired within the designated timeframe.
You have current units in stock and immediately available for delivery.

Sincerely,

*********************
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.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents. You can go online at ************************************************************ to further review if you would like.

The part will ship out as soon as possible for you. We apologize for all you have been through.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 01/10/2023

Complaint: 18675907

I am rejecting this response because:
Having you revert to your default **************** response is pitiful. It is abundantly clear that there is a larger product deficit of this model (or entire product line) that you are unable to address and are pushing the issue back on your customers. Based on your inability to answer my question regarding the product inventory, I am also concluding that you have no idea when parts will become available and have been misleading about your past **************** communications. I will not accept a response until the nearly $5,000 purchase I made from your company is properly repaired and functional. I will also do everything I can to alert other consumers about your product and the organizational response and product support.

Sincerely,

***********************
Initial Complaint
Date:01/03/2023
Type:Product 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.
My NordicTrack Commercial **** received some kind of update from iFit and now is inoperable. The screen just flashes the iFIT logo and manually resetting it does nothing. I've been trying to get help with this issue for half a day now but just keep getting the run-around from ifit/nordictrack support. Now I have a 3 year old, two thousand dollar paper weight thanks to them doing a crappy job pushing software updates. I just want to use the treadmill I paid for.
Business Response
Date: 01/04/2023
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: 01/04/2023

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. Additionally, the business reached out to me late yesterday and are shipping a replacement console for the unit which should resolve the issue.

Sincerely,

***********************
Initial Complaint
Date:01/03/2023
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 purchased a NordicTrack treadmill in Feb. 2020. Everything was working fine until A couple days ago. The ifit tablet stopped working. I called the customer service line to get a resolution, they didnt even troubleshoot the problem. They told me I needed a completely new console and it would cost me $500 plus shipping and handling because it was out of a one year warranty. I literally bought this machine 2 years ago and had no issues whatsoever and now I am having to pay for a software issue that I didnt cause? *** read that this has recently happened to several others and even one case where someone who was an engineer couldnt fix the tablet breaking it apart and putting it together. The only solution has been people have to pay for a brand new console or they have a $1200 clothes hanger. This is ridiculous for those who use it for therapy, recovery and health. Now I cannot afford to get a new console replacement for no fault of my own. My resolution would be they send me a free replacement console for the trouble this has caused us.
Business Response
Date: 01/03/2023
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 your manufactures warranty for parts expired on 06/06/2021. We are unable to order any parts or service as your warranty has expired. Please contact our non warranty department at ************ or you can go to iconservice.com to order any needed parts.
Thank you!
Initial Complaint
Date:01/03/2023
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 new treadmill, put it together, it didn't work. Called the help line number, it said to go online. I go online to ifit.com and it requires me to buy a subscription before I can do anything. It will not connect me to anyone without a subscription. I called ********** back and I'm on hold for 2 hours. At which time the tell me is has a bad part and will ship it asap, DO NOT RETURN TO STORE. I bought this 11/19/2022 at Academy in *************** **. I still do not have the new part and it still does not work. I have called back several times to just sit on hold for 4 hours at then disconnected. I want a full refund as I not have a massive $762.44 paperwork. I can not talk to anyone to get this fixed.
Business Response
Date: 01/03/2023
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 escalated this with our parts team to make sure your part is shipped out as quickly as possible.
We apologize for the delay and appreciate your patience.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/02/2023
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 have a NordicTrack Commercial ****. I used the machine regularly without issue through the summer of 2022, last using the machine in August 2022. After being away from home for several months, I returned to find the machine with a white iFIT screen and not responding to touch. I followed NordicTrack's instructions and completed a hard reset. The hard reset resulted in the screen flashing a robot and API 3. NordicTrack informed me this indicates my tablet is corrupted and that I need to replace the entire console for the cost of $451.35. Further, the part is unavailable at this time and shipment would be at an unknown time. The machine can not be operated without the tablet, rendering it useless along with my $180 iFIT membership. NordicTrack acknowledged corruption of their tablets is "a very common occurrence." It is clear that NordicTrack's own software updates is causing such corruption across their own devices yet they fail to accept responsibility or present acceptable solutions to machine owners. NordicTrack broke this machine, yet they want me to pay for their damage. I would like the console to be either replaced free of charge, or replaced at a discounted cost with a 2 year warranty.
Business Response
Date: 01/03/2023
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 look into this. Please verify the machine's model and serial number.
Customer Answer
Date: 01/03/2023

Complaint: 18673195

I am rejecting this response because: the response does not resolve the complaint. As requested, the model number is NTL14119.1 and the serial number is *************.

Sincerely,

*****************************
Business Response
Date: 01/04/2023
Hello,
Thank you for the additional information. Can you please provide a proof of purchase? We do not have a location on file of where the machine was purchased from.
Thank you.
Initial Complaint
Date:01/02/2023
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.
I bought a Pro R10 Proform rowing machine on 10/10/22 and received it (and a second machineIll get to this later) within a couple weeks. I bought it on a promo where the machine was free with the purchase of 2-years of the iFit service. After I assembled it and used it a couple times, the machine would no longer boot up and the screen was just flashing the iFit logo. After several phone calls with iFit support (all of whom were very nice) I was told my machine was broken and theyd send me a replacement console (just the screen bit that was broken). This was back on 11/4/22.It was also during this call that I mentioned the second machine that was accidentally shipped to me, and the pending charge on my account for it. Since the machine I was using was broken I asked if I could just open and use the other machine, but was told no. So the support folks set up a crew to come pick up the second machine. I was assured that my replacement console would arrive soon.I called back on 12/2/22 since my replacement console still hadnt shipped. Again I was told it would arrive soon. At this point I asked for reimbursement for the 2 months of iFit that Ive paid for but havent been able to use since the machine is broken. I was given $67.65 credit. Now, another month later and still no replacement console and again Ill need to make a monthly payment for a service I cannot use. I did try the machine again today to see if it works and while it did boot up, the apps kept crashing and the information on screen was glitching.Ideally, Id love a full refund for this equipment since Ive lost full faith in this product to work and the support to be timely. The machine was broken (and I was promised it would be fixed) during the return period so according to iFit I cannot return it anymore. Id also accept a full (timely) machine replacement since it seems a full machine can be sent faster than a replacement part, but Id prefer a refund.Thank you for your time and help!
Business Response
Date: 01/03/2023
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 console is currently being restocked. We've reached out to our parts team requesting them to escalate this further to make sure your order is shipped out as quickly as possible.
We apologize for the delay and appreciate your patience.
Let us know if you have any questions.
Have a great day!

Customer Answer
Date: 01/03/2023

Complaint: 18670862

I am rejecting this response because:No timeframe was specified on when this item would be received by me. I do appreciate how nice everyone has been during this situation however Ive been told this before and the console hasnt shipped. At this point either a full refund or a full replacement unit (since getting a whole new rower took only ~7 days) would really be appreciated. Thank you again for your time in this matter!

Sincerely,

*************************
Business Response
Date: 01/04/2023
Hello,
We apologize, we have escalated your part order with our parts team and will get your order sent out as quickly as possible.
You can track your order at anytime at iconservice.com with your order number.
Let us know if you have any questions.
Customer Answer
Date: 01/06/2023

Complaint: 18670862

I am rejecting this response because:This is the same response I was given before, and the same response Ive been given in the past by your support staff. But Im still stuck without a working machine and no idea when it will be corrected. I would have just outright returned the machine during its return period after it first broke but I was assured that replacing the part wouldnt be an issue. Which is made even more frustrating when I had, in my possession, a 2nd machine that was sent by accident that I was told I couldnt use.
again, due to the facts that my machine was moreorless broken from the start and the repair or parts replacement time is so lengthy, Im truest just looking for a full refund. Id be more than happy to arrange for this machine to be returned to you, as well. I have lost full faith in not just the ability for this rower to work, but in the support that I will get if/when it breaks again. If a specific, reasonable date of when I will get this replacement cannot be provided, please just send me a refund. Thank you again for your time.

Sincerely,

*************************
Business Response
Date: 01/06/2023
Hello,

We apologize for all you have been through.
We have contacted our billing and returns team and they have processes a return for you in the amount of $1285.35. Confirmation number- ********.
Please know that the carrier will contact you within 2-3 weeks to schedule pick up.
We require the machine to be available outside of the home, fully assembled at the time of pick up.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/06/2023

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, pending the pickup and refund of the rower. Thank you very much for your help!

Sincerely,

*************************
Initial Complaint
Date:01/01/2023
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 Treadmill from a ******* Fitness for ******* on November 21, 2021. At that time I paid ****** for delivery that included set-up. I had previously set-up a different treadmill and felt like this impacted the life of the machine so wanted a professional to do it for convenience and to ensure that it did not have any issues following set-up. The user manual says I am to contact ********************** for support and not the store. It appears that this is actually IFIT. Since purchasing the treadmill it has broke twice in the first year of purchase. The first time was a software issue that required me to spend time on the phone self-diagnosing and fixing the issue. The second time appeared to be mechanical and occurred in November while the treadmill was still under warranty. I first reached out about this on or before Nov. 14, 2022. The belt stopped moving when I was running at a high rate of speed and would not re-start. Since then I have have spent hours on the phone and trying to reach IFIT through chat and email to get my treadmill fixed. They made me self-diagnose initially over my objection. I eventually gave in only to have them agree to send me a part and schedule a tech. A tech has never reached out to schedule. I have spent hours trying to follow-up. Eventually they reached out with the contact information for the tech but no one answers the phone. I tried to install the part myself but the treadmill still does not work at high speeds. I have a very expensive piece of equipment that does not work the way that it is supposed to and a non-responsive business that has not been able to fix the problem without wasting hours of my life. I would prefer a refund that I could use to purchase a different machine from a different company. I have no faith that it will stay fixed even if they resolve this issue or that they would promptly respond. My serial number is *************. My tech service order is SO2693237.
Business Response
Date: 01/05/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the delivery of your order. We completely understand where you are coming from on this matter.

This morning we have contacted the assembly company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

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

Thank you

Customer Answer
Date: 01/11/2023

Complaint: 18669787

I am rejecting this response because I have not heard from anyone to follow-up on the service needed for my treadmill. This company has told me now 10 times (including in response to this public complaint) that someone would call me to set up time to service my treadmill and it still has not happened. Despite exhausting all my efforts, nobody has called me. This does not resolve my issue. I have wasted so many hours trying to get my high-priced treadmill that I purchased just 14 months ago fixed. It's not the first time that it has broken since I purchased it. I have now had a broken treadmill for almost two months during the winter when I need it the most. This response does not address the issue or come close to giving me any confidence that the current issue will ever be satisfactorily resolved. This business model feels like a scam meant to exhaust consumers into giving up. I want a refund so I do not have to deal with this company anymore and can purchase a different treadmill that works.

Sincerely,

***********************
Business Response
Date: 01/16/2023
Hi ****,
We have reached out to our service coordinator on your behalf they have contacted the tech. You can expect a phone call today 1/16/23 from them. Thank you
Customer Answer
Date: 01/17/2023

Complaint: 18669787

I am rejecting this response because: I did not receive a call or message yesterday (1/16). I feel like this company does not take my complaint or my time seriously. It has now been 2 months that I have had a broken treadmill with no resolution. I paid significant money for this machine just over a year ago with an expectation that it would work much longer than this without issues.
Sincerely,

***********************
Business Response
Date: 01/20/2023
Hi ****,
We have record that the tech is scheduled to come to your home on 1/20. Please let us know if we can assist you further.
Thank you
Initial Complaint
Date:01/01/2023
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.
Norditrack elite treadmill with 32" screen (NTL39222)Paid $6,032.86 Delivered 12/7/22 The treadmill needs to be factory reset every week so far. This takes an hour. There are other issues as well but I should have done more research to realize nordictrack is a money hungry company with no desire to create a good product for the incredibly high price they charge. Also an issue is the complete lack of any customer service to resolve issues. They sell... and run and hide. There is no place to review other than the BBB and filing a complaint results in nothing at all on their website.
Business Response
Date: 01/03/2023
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 look into this for you. What is the issue with the machine that is causing the need for a reset every week?
Can you please provide a video or picture of the issue?
Also, we were not able to pull up an account with the information provided. Have you registered your product with us?
Please provide the following information to get that taken care of.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:
Initial Complaint
Date:12/31/2022
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.
purchased the s22i bike was very excited to use it. used it 3 times and the left pedal came off and would not reinstall. calling nordic trac is a nightmare. very difficult to get a representative, long wait and hold times. was told new parts would be sent with a technician. then changed their mind and just sent parts. a week and a half later still no parts. called back again, long wait and hold times. was told there was no parts ordered even after I insisted. they said they would order and send email parts arrived but no email received. there is no one to talk to. tried to install these parts which came installed (left crank arm ( myself. couldn't do it too difficult and got injured doing so. finally got the 2 small screws loose but the bug s**** wouldn't budge no matter how much I tried and hurt myself doing so. the tool wont even catch any longer yo true this s**** its stuck! the bike is useless just sitting here i just want to exercise and use my purchase as intended. so frustrating I want it fixed!!!
Business Response
Date: 01/03/2023
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 service order was created earlier today. SO-2707853.
Please let us know if you're in need of anything further.
Have a great day!
Customer Answer
Date: 01/03/2023

Complaint: 18668068

I am rejecting this response because:
I spent $962 on machine that I had to build. Once built it worked for 3 uses and broke. Each time I called the company was ridiculously long wait times. When you try to utilize the call back system you don't receive a call back. Emails don't get returned, even if creating a case in their online system. Emailing the reps directly you receive no reply. I was successful today in a call lasting over an hour (probably the 6th call i have had so far in the last 2 weeks lasting at least this long). Finally, after injuring myself and not being able to remove the faulty part on my own, the company agreed to end me a technician today. Will be 3-5 days for them to contact me, and is appreciated, however issue is not resolved and the experience needs to be documented.

Sincerely,

***********************
Business Response
Date: 01/04/2023
Hello,
Yes, we understand your frustrations and apologize for your experience.
We will make sure you're taken care of and that the issue is resolved as quickly as possible.
We apologize for the delay and appreciate your patience.

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