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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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 youInitial Complaint
Date:12/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I 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: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-
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:
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.
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 youInitial Complaint
Date:12/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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 frustratedBusiness 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 youCustomer 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: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 KhanBusiness 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 houseBusiness 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 youCustomer 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
Initial Complaint
Date:12/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company sold me a treadmill called "Commercial ****". Every single mechanical part inside the unit has broken with basic home use. My wife or I running on it a few times per week for <1 hour at a time. To call this product commercial is fraud. Fortunately I am still under a parts warranty and they have sent parts, however every time I need something I am on hold for hours at a time. The part I need is on backorder and then I wait months for it to arrive rendering the product continually useless. Based on my research on the product online, is because every single other of these units has the same problems. If you ****** the product name there are the same issues I've encountered everywhere. I've had the product over a year now and had 3 technical problems with the electronics board, the motor, and the deck that you run on. At this point the whole mechanical system of the treadmill has been replaced. I believe the company uses false claims and advertising for this product. This is not a cheap product at >$2k per unit they are using predatory business practices to sell a product they know is meant to fail.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.
I have looked over your account and I see that a new drive motor has been ordered for you. Your part order is ICS9548641. You can track that at the link below:
https://my.ifit.com/MC/s/order-trackingOnce we receive a shipment of this part we will have it shipped out to you as quickly as we are able.
If you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you
Initial Complaint
Date:12/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please see previous BBB complaint filed ********. You closed it without my consent . but it was never resolved. And very much still an issue. Only thing that happened is I got an email from the company. **************************************** I gave her all the information again (another stalling tactic). And then She disappears and doesnt reply or give any updates or resolutions. And of course you cant call anyone. Its a total scam.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.
I have spoken with our legal team and they will have ****** reach out to you again.
Thank you!
Customer Answer
Date: 12/14/2022
Complaint: 18565278
I am rejecting this response because:heard this before and nothing happened
Sincerely,
*****************************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.
I did have this escalated for you as of yesterday and you should be contacted by ****** shortly.
Thank you!
Initial Complaint
Date:12/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/1/22 I purchased the Nordic Track EXP 14i for $1,899.00. The treadmill stopped working on or before 10/19/22. Upon calling the support line on 10/19, they sent a replacement cord. Once I received it and tried it, the treadmill still didnt work. On 11/8 I called support again to inform them that the new cord did not fix the machine. At that time they told me they would send out a new console. I have yet to receive the replacement console. This machine has not worked for nearly 2 months. If the machine is not repaired and in working order by the end of the year, I would like a replacement machine per lemon law, or a full refund.Business Response
Date: 12/13/2022
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 filled out a form and have had it approved for your part. Your part is being built and shipped and should be ready for shipment in 1-2 weeks.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 12/14/2022
Complaint: 18564129
I am rejecting this response until the replacement part is received and the machine is back in working order, machine is replaced or the machine is returned and a refund is issued. Please provide shipping information when the part is shipped.
Sincerely,
***********************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.
You can track the part at iconservice.com once it has shipped the tracking number will generate. You can use the tracking number ICS9533577 and once it has shipped it will allow you to track it! It is expected to be shipping within 1-2 weeks.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions, or if you are experiencing any further issues.
Thank youInitial Complaint
Date:12/12/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/21/2020 I purchased a treadmill from Nordic Track. I followed monthly maintenance schedule suggested of oiling and cleaning machine. On 10/25/2022 it failed outside of it's warranty. I called IFIT(Nordictrack) on 11/4/2022 and paid $159 to have a tech come to my home to repair. I have emailed and called multiple times, and no tech has come. At this point it has been 40 days. I would like my $159 repair fee refunded, as no one has come to my house to fix the machine.Business Response
Date: 12/13/2022
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 have reached out to our ****************** and they have gone ahead and refunded the amount of the service call for you. please allow **** business days to reflect your account.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 12/14/2022
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:12/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered my Nordic bike over a month ago. I finally got it delivered, but the assembly team had no training in putting a bike together so my bike is in pieces. I cant get anyone to come out to finish the assembly job that I paid for. Each time I call after waiting on hold for ************************************************* to finish the assembly. No one ever calls.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.
I have reached out to our service team and have had this escalated for you. The technician should be contacting you shortly to schedule a time that works for both of you.
Thank you!
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