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

2,264 total complaints in the last 3 years.
229 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:12/17/2022
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.
I bought at Nordictrack treadmill for $554.98 with an extended warranty from IFit that was delivered on 10/1/22. About 3 weeks after purchase the incline stopped working properly. Notified them of the problem and was told the incline motor was bad. Was sent a new motor which I had to replace myself. I did that and the problem still existed. Contacted them again and they now sent a tech to my house who determined the console was bad not the motor. He ordered a new console on 11/11/22 which to this date has still not been delivered. Filed a complaint with BBB( case #********-IFIT) on 12/8/22 and recieved a reply on 12/9/22 from IFit that they would resolve my problem and ship out my console within the next week. It is now 12/17/22 and when I check the status of my order on their web page it shows that it is still processing and NOT shipped. I honestly believe that the treadmill I purchased is not made anymore so the console can't be replaced. I would like a new treadmill to be sent to me instead to honor my purchase and warranty. I expressed that with customer service on all three occasions that I contacted them regarding this ongoing issue and was given numerous excuses as to why this couldn't be done. This company is simply not honoring my warranty and not trustworthy.
Business Response
Date: 12/19/2022
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 see we did submit a build and ship form for you and that part is expected to be shipping out this week.
Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:12/16/2022
Type:Sales and Advertising 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.
Elliptical arrived with parts not working on Dec 8, 2022. I immediately began communicating via DM with NT support. I sent videos as requested. I want to return the defective machine at no expense to myself. Over and over again, customers report repairs are not completed successfully, machines remain unusable, etc. I had previously purchased a treadmill, which I am happy with. I didnt realize the huge number of customer services issues occurring now. I have asked repeatedly for a manager to contact and am not being given a resource. I even agreed to keep the broken machine with compensation from the company. I have never dealt with a company so adversarial with its customers. I had two different friends waiting to see my experience before buying equipment (because I had been so happy with my treadmill and the ifit interactive platform). Those are lost sales now. This is an easy fix. Refund me money as requested through DM or come pick up your defective equipment at your expense. After reading so many similar complaints, I wonder how many people just give up and are out of money. Like everyone else, I did hold on for cust serv for 2 hours and 49 minutes then to be transferred and disconnected. Such a very sad way to do business and treat people just wanting what they paid for.
Business Response
Date: 12/19/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.

On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at https://www.nordictrack.com/privacy-policy#return
If you have any further questions, please call our Billing team at **************.

Thank you

Customer Answer
Date: 12/19/2022

Complaint: 18601132

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
Date:12/16/2022
Type:Billing 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 called IFIT on 11/10/2022 talked to ******** and asked for a diagnostic maintenance appointment, I was required to give my credit card information and the amount charged to my card was ******. I called back less than an hour later on the same day 11/10/2022 and explained I had changed my mind did not want to waste ****** to have an old treadmill diagnosed and I requested the ****** charge be removed from my credit card, I was told no problem it would be taken care of, however IFIT posted ****** to my credit card on 11/11/2022. I called IFIT today 12/16/2022 and was on hold for 58 minutes and transferred 5 times, no one tried to solve my problem just each rep would transfer me to another rep. I only want ****** removed from my credit card since I did not receive or want any services from ifit for this charge. I checked my IFIT online account and I could not find an account number to include with this complaint
Business Response
Date: 12/19/2022
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 reached out to our billing team and they have submitted a credit form on this for you. It can take **** days to know if this is approved.
Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 12/24/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:12/16/2022
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.
I allowed NordicTrack/I-Fit to come out and install the 4th part they have sent. Per my response to the last bbb complaint #******** I stated that if this part did not work I wanted the option to be able to return without charge. So now the machine is still not in working order and I am being told that yet they want to ship another part. I do not want anything other than to return this machine without being charged since this is manufacturer defect of parts they keep sending.
Business Response
Date: 12/16/2022

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 https://www.nordictrack.com/privacy-policy#return to further review if you would like.

You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 12/16/2022

Complaint: 18573673

I am rejecting this response because:my first contact with IFit/Nordictrack about a manufacturer defect on a part for order NT11153441 was well within 30 days. I am not liable for multiple defective parts.

Sincerely,

***********************
Business Response
Date: 12/20/2022
Hi

We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed as of this morning (06/21/2021) in the amount of $2012.94. 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.
You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.

If you have any further questions, please call our Billing team at ************.
Thank you
Initial Complaint
Date:12/15/2022
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.
I have owned my Nordictack bike for 2 years its in my living room,only rode it 10 times because of knee issues. I went to ride it the other day,apparently I need a crankshaft and bearings,this blows my mind,especially after paying so much for it,cant get anyone to help on the phone!
Business Response
Date: 12/16/2022
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 apologize you have not been able to get through on our phone lines, the wait can be very long due to our busy season. I am happy to help get this resolved for you, please verify your model and serial number along with providing us a video of the issue.
We look forward to hearing from you.
Thank you
Initial Complaint
Date:12/15/2022
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.
When receiving my NordicTrac treadmill in 2020, within the paperwork was a free 1 year subscription to iFit. To set up the account I had to enter the voucher info as well as my cc info. I never signed up for more than the free year and also had not used the subscription in the meantime. However, an automatic payment was drafted from my cc account. This went unnoticed by me until a recent audit. Upon calling to ask for a refund, was told 1) that the charge was valid, 2) that I could only receive a refund within 30 days of the charge, and 3) there was no one I could talk to to discus above the customer service supervisor that I was already dealing with. The supervisor said I was at a dead end and nothing would change, that they stick to policy. There was never an offer to cancel the current subscription so that the charge would never happen again. Nor was there ever any case consideration or compromise resolution offered.
Business Response
Date: 12/19/2022
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.

In looking into your iFIT account this morning, it looks like the charge for the renewal was in June of 2022. As we did not hear from you within 30 days of this charge, we are unable to offer a refund. Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS. If you wish to read more about the terms and conditions, please go to https://www.ifit.com/terms-of-use

You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:12/15/2022
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.
I purchased a NordicTrack treadmill with an extended warranty that included regular scheduled maintenance. I have never received any maintenance and when my treadmill broke the company refused to send someone to come checkout my treadmill. Instead going in circles asking me to keep providing the same information over and over. Once they finally agreed to send a part they told me to watch ******* on how to install, when service and maintenance is included in the warranty I purchased. I have asked for a supervisor to call me and the email is ignored. I would be happy if the treadmill was just taken back by the company and I was refunded. I need a treadmill that works. It has been months of be requesting service and it has been ignored or refused. I purchased the treadmill and warranty directly from NordicTrack.
Business Response
Date: 12/15/2022
Hello,

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

After reviewing your account, we noticed that a service order was set up earlier today.

Please let us know if you're in need of anything further.

Have a great day!
Customer Answer
Date: 12/15/2022

Complaint: 18577918

I am rejecting this response because:
This only happened once I told them I filed a complaint with BBB. I was originally denied services I paid for. I would still like you to stand by your product and customer service and take my machine back.
Sincerely,

*******************
Business Response
Date: 12/16/2022
Hello,

We apologize we are not able to return your machine. Our return policy states,
If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents. If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.

We will continue with the parts and service that have been set up.
We will get this resolved as quickly as possible.
We apologize for your experience.
Let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/14/2022
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.
I've been trying to get some service on a treadmill I purchased from NordicTrack. I have emailed, called you name it and no one has returned my call I purchased this treadmill on August 4th 2021 didn't get the machine delivered to my home until November 17th 2021 NordicTrack Commercial X22i order Number NT9219431 My machine is having problems with the screen, the screen has been flickering, I sent them a video, various emails, and no answer, Plus I've called and all they do is move your call to different department and the issue hasn't been resolve.
Business Response
Date: 12/15/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
In looking into your account, we were able to order the necessary parts for you. The part order is ICS9561824 You can track that at the following link:
https://my.ifit.com/MC/s/order-tracking

Were happy to add the down time to your warranty and 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 machine's warranty for the time that it has been down for repairs.

If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:12/14/2022
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 bought a Nordic Track treadmill last year in October after finding out I had gestational diabetes. I used the treadmill 2 times and had to quit working out due to being so sick with my pregnancy. Went to use the treadmill 1 month ago, and its dead. Wont turn on or anything. Havent touched it since it last worked last year. Im beyond mad that I cant get ahold of anyone to come fix this. Ive tried calling 20+ times and just get put on hold forever. I have sent numerous messages on the website that I have a problem and need help, and nothing. Im beyond frustrated that I paid $1800 for a treadmill that doesnt work. My warranty is almost up and Im getting beyond frustrated
Business Response
Date: 12/15/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
In looking into your account, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part number is ICS9560877 You can track that at the following link:
https://my.ifit.com/MC/s/order-tracking

If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 12/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:12/14/2022
Type:Customer Service 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 treadmill from nordictrack, operating under ICON fitness. The machine is still under warranty and now the platform is broken requiring repair. I contacted the company and they had me send pictures. They are now voiding the warranty saying the treadmill is stored in a ********* told them clearly it is NOT being stored in a garage but was moved there today because it is about to explode. They refused my explanation and voided the warranty. The presumed it is stored in a garage even though I told them it is NOT. They can not make an assumption which voids my warranty in lieu of my statement.
Business Response
Date: 12/14/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

In looking into your account, we can see you spoke with a supervisor on 12/13/2022 regarding your warranty. As we have reviewed your account today, their information is correct and your warranty is no longer valid due to neglect and abuse of the machine. The following statement comes directly from the warranty information:
This warranty will automatically be voided by the following conditions: (1) if the product is used as a store display model, (2) if the product is purchased or transported outside *******, (3) if all instructions and warnings in this manual are not followed, (4) if the product is abused or improperly or abnormally used, or (5) if the product is used for commercial or rental purposes. No other warranty beyond that specifically set forth above is authorized by ICON.

As your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine.

Customer Answer
Date: 12/14/2022

Complaint: 18571336

I am rejecting this response because:
As I mentioned to the supervisor, and I'm mentioning again here. I have regularly (annually) greased the machine. It is kept in my living room and moved to the garage yesterday since it's not working. The supervisor refused to acknowledge this and insists the machine is in poor condition and stored in the garage. Neither of the pretenses are accurate and that decision can not be made by a low quality text message picture. The platform cracked, which is a manufacturer defect and can not be attributed to my "cleanliness". This is clearly a way for the company to not honor warranties and upon further online investigation, a common tactic your company takes to avoid honoring warranty claims.
Thus, as I stand by what I have asked for all along which is the minimum standard your company should be held to: that is, an in person evaluation. You should send someone out under warranty to evaluate the machine and then make a decision as to whether or not this falls within your warranty language.
I will call your non warranty number now as I need this repair started ASAP as I use this product regularly and need it back in my living room quickly to resume my training. I think the only amicable solution is for you to send a technician to evaluate the machine in person and once they do and the warranty claim is honored, refund the amount I will have to pay to have this serviced elsewhere.

Sincerely,

*****************
Business Response
Date: 12/15/2022
Hello,
We apoloigze for the miscomunication, if you would so kindly provide a picture of the machine inside the home, we can see about reinstating your warranty.

Thank you
Customer Answer
Date: 12/16/2022

Complaint: 18571336

I am rejecting this response because:
Sure, I can send a photo of the unit in the home. Where shall I send it?

Sincerely,

Tipu Khan
Business Response
Date: 12/20/2022
Hello,
Please send it here, Thank you
Customer Answer
Date: 12/20/2022

Complaint: 18571336

I am rejecting this response because:

will do

Sincerely,

*****************
Customer Answer
Date: 12/21/2022
Awaiting the repair of the unit to move it back into the house
Business Response
Date: 12/22/2022
Hello,
I'm sorry we did not receive your pictures, can you please try sending them again? Thank you
Customer Answer
Date: 12/22/2022

Complaint: 18571336

I am rejecting this response because:
It took me and 2 people to move this out of my living room and into the garage when it broke. I need to wait to get assistance to move it back to the living room and that won't happen until after the holidays as my family is not in town and I can not move this on my own.

Sincerely,

*****************
Business Response
Date: 12/23/2022
Hello,
Please let us know once that happens so we may continue.
Thank you
Customer Answer
Date: 12/23/2022

Complaint: 18571336

I am rejecting this response because:
ok
Sincerely,

*****************
Business Response
Date: 12/23/2022
Thank you
Customer Answer
Date: 12/23/2022

Complaint: 18571336

I am rejecting this response because:

Sincerely,

*****************
Business Response
Date: 12/28/2022
Hello,

We apologize but your rejection did not have anything submitted. Please resent your response.
Thank you

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

iFIT is BBB Accredited.