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 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:12/13/2022
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!
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.
We purchased a treadmill for the cost of $2451.11 at the end of May 2020. December 2022 the treadmill stopped working. The console computer is fried. We cannot even turn the treadmill on without the computer, not even manually to simply walk to run (without the training programs). The cost to use the console training programs is $300-$400/year which we pay. The company will not provide any service to the product. They did not offer us an extended warranty but will charge us hundreds for a new console, that will likely break in 2 years, just like the original.The product is junk. For $2400, we should not have to pay about $500 to get it to work after TWO years. Also, this treadmill abruptly stopped working after a big softwars update and we have found many others whose products stopped working after this last update. The company needs to take accountability.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 searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial 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.
We received our RW600 Rower 10th December 2022 and assembled it the same day. Upon initial rowing we noticed a very loud ticking noise every single time we row. I called customer support to exchange or repair the device but after spending 25m on hold I changed my mind and wanted a refund. I learned there is a $250 refund fee and additional 10% restocking fee, totaling $350, just over 30% of what I paid for the RW600. It's a brand new device and defective out of the box, I shouldn't have to pay to return it. Upon learning this I was transferred to **************** for troubleshooting the defect and scheduling repair/shipping new parts if needed. I spent over an hour on hold waiting for a representative to be available. Once I finally reached a representative the call was disconnected after being on hold for an additional 15m while he figures out what the next step is. The total call time was 2h 14m. Nordictrack clearly doesn't value my time and money and i'm being nickled and dimed for a product defective right out of the box. I just want a full refund or a complete replacement without having to pay shipping or handling fees.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 spoken with our billing and returns and we are unable to offer a full refund at this time. We are happy to assist you with parts and service and offer a refund of $50 and 3 months of ifit if you'd like to continue with parts and service. Please provide a video of the noise the machine is making.
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.
Machine has been damaged 3 times since I purchased and in 2 years has spent more time broken than functional to make matters worse call center does not help transferring me back and forth in long waiting calls. We made a family investment and the machine has turned out to be a total lemon.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.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.
In looking at your account, we have gone ahead and ordered you a new console and set up a service order. The technician will be coming out to diagnose any further issues or required parts needed for the machine as well as replacing the console. That service order number is SO-*******. The tech will be contacting you soon to schedule an appointment with you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial 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 October 22, 2022, I purchased a Proform HIIT14 machine with a free *******, along with the exercise mat and paid the additional money for the White ***** assembly. Both machines and mat were delivered by October 26, 2022 and the HIIT14 was missing screws when delivered. Calls were placed on 10/27/22, 11/3/22, 12/6/22, 12/7/22 and also on 12/12/22 to complete the assembly of the HIIT14. The machine has been in our possession since the 26th of October. We have not been able to utilize the machine due to neglect and poor customer service. I now have a bill due and still am not able to use the machine. I have purchased a 4-year extended warranty to help ensure the machine would be working properly during that time frame. Needless to say, I am very disappointed at the very poor customer service I have received with this company and this purchase. I also do not know if my extended warranty will be honored if I am unable to successfully get through to the company. Every time I have placed a call, I have been hung up on or disconnected on the companies end. I am very dissatisfied with this purchase and now am forced to pay for a machine my family and I are unable to utilize.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.
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 and set up a service order as well.
Your part order is ICS9194711. You can track that at the link below:
https://my.ifit.com/MC/s/order-trackingThe technician will contact you in 3-5 business days or once all parts have been received.
Thank you!
Initial Complaint
Date:12/11/2022
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.
We purchased a treadmill from Nordictrack and paid for the delivery and assembly. Delivery team sent us an email to schedule the delivery but were not home and do we didnt confirm anything. I tired calling them but I couldnt reach them after trying for 30 mins and I requested a call back. A representative called me at 10 30 at night. I told them I wont be home to receive the delivery but they still tried to deliver. I told them Im at work and requested to reschedule. Since then Im waiting for them to come. I have confirmed the delivery three times and didnt go to work but they didnt come at all. They said they were in our house but they were not. They are supposed to call but there is not record of their call. No voicemail. The company, Nordictrack, is not helping us. We are trying to cancel the order but we have wasted hours and hours managing this but we still dont have a resolution. They are charging us $250 return fee for something we didnt get. They said its out responsibility to coordinate the delivery with the third party. We didnt interact with shipping company, we bought a product from Nordictrack, but they are not helping. They keep telling us that they will come to our house the next time they promise but they are not .This situation is very stressful and I cannot skip work anymore. Please help get a resolution.Business Response
Date: 12/12/2022
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.
Our billing and returns team has confirmed that they are not able to waive the return fees as we are still within the delivery time frame.
We will escalate this with the delivery team to make sure you're scheduled for delivery ASAP.
We can also add 3 months onto your iFit membership.
Please let us know if that is something you'd be interested in.
Have a great day!
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.