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:12/12/2022
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!
Initial Complaint
Date:12/09/2022
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.
Purchased a treadmill and covered under warranty- its unsteady, it breaks down constantly and even caused serious health issues while running and it broke down. The company wants me to troubleshoot which I have done multiple times over the phone and video- Ive told them its a defective unit Ive been saying it since the first problem within the first week of delivery and every since. They sent someone out once who had no idea what they were doing. Now the unit wont turn on at all. They refuse to send anyone out, the customer service is rude and its been broken down more times than Ive been able to spend on it!!! It wasnt cheap and now because of this Ive had to purchase gym memberships and we purchased a bike to keep up with our health. We want this to be REPLACED the entire unit as part of the warranty. Theyve never fixed the original problems and now the device does not turn on at all. I will accept nothing less than a complete replacement or refund. Im two steps away from litigation on this due to my injury while running and the treadmill malfunctioned.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.
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.We would be happy to troubleshoot with you and send a technician out with parts to fix the machine. We apologize for all you have been through. Please provide a video of the issue.
Thank you
Customer Answer
Date: 12/12/2022
Complaint: 18552512
I am rejecting this response because:
I was injured and called multiple times including within the first 30 days! You refused to send anyone out numerous times. At this point if my item is not returned I will seek personal injury damages from the product and against the company, as I have documented every attempt and outreach to resolve this prior to and after my injury from your product. Please remit the refund to ************************************************************* & Id be able to sign a waiver of settlement or in ten days I will be signing court documents to pursue legally as my job as a law enforcement officer is at risk due to my injuries. Loss wages and such will be included as damages payable to me as I have a camera in our basement for my childrens playroom and have multiple incidents where Im with agents via phone and on the treadmill when my injury occurred.
*********************Business Response
Date: 12/13/2022
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.
Because an injury has taken place we will need to submit a legal form, please provide the answer to the following questions:Injured Party's Full Name
Injured Partys DOB Date
Time of Incident
Injured Partys Height
Place of Incident
Injured Partys Weight
Did you seek medical attention?
Description of Injury
Surge protector used?
Original proof of purchaseWe will be looking forward to your answers so that we may move forward.
Thank you
Customer Answer
Date: 01/04/2023
Complaint: 18552512
I am rejecting this response because:Because an injury has taken place we will need to submit a legal form, please provide the answer to the following questions:
Injured Party's Full Name ********************;
Injured Partys DOB Date 10/14/1988
Time of Incident unknown exact date right now, in medical docs
Injured Partys Height 57
Place of Incident ************************************************************* whileOn treadmill
Injured Partys Weight 190lb
Did you seek medical attention? Yes
Description of Injury knee, lower back and skin
Surge protector used? Yes
Original proof of purchase should be on fileSincerely,
*********************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.We have submitted your form to our Legal team. Once they have reviewed your case, they will then communicate with you via email within ***** business days. Please let us know if you have any questions. Have a great day!
Customer Answer
Date: 01/09/2023
Complaint: 18552512
I am rejecting this response because:ample time has passed. I would like a refund for the unit
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 are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:12/09/2022
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.
My previous complaint was closed, while I was waiting for the IFit technician to call this week. I still have not receive a call from the company and my exercise bike is still not working. I was promised a call within ***** hours and haven't received anything. This is the last communication that I have had. I read it the day of (not sure why it says the 9th) and was waiting for my call. I work remotely and have been available the whole time. "Hello,The tech will be contacting you within the next ***** hours to schedule your service visit. Please let us know if you have any questions. Have a great day and weekend. "I have already uploaded all video proof and there is also video proof that was given to IFit the day of install, which was recorded while my wife was on the phone with IFit. This is totally unacceptable!Business Response
Date: 12/12/2022
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 tech 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 youCustomer Answer
Date: 12/13/2022
Complaint: 18551095
I am rejecting this response because:Thank you for the update. I have spoke with them and have set up an install date of this Friday.
Sincerely,
*************************Business Response
Date: 12/14/2022
Hi ****!
That's great news! please let us know if we can assist your further! Have a wonderful week!
Customer Answer
Date: 12/15/2022
Complaint: 18551095
I am rejecting this response because:I will contact tomorrow after they show up! Thank you so much.
Sincerely,
*************************Business Response
Date: 12/16/2022
You're welcomeCustomer Answer
Date: 12/19/2022
Complaint: 18551095
I am rejecting this response because:************** came and did his best to complete the job, but unfortunately we still needed to order new parts to replace the damage that was done upon delivery. ************** was incredible professional and stayed an hour and a half over trying to get things to work! At this point he ordered replacement parts for the back where the ********* made a huge crack, new bolts and new pedals as well! Thank you for continuing to work through this with me.
Sincerely,
*************************Business Response
Date: 12/20/2022
Hello,
We are so glad you were able to get a tech out for you. Please don't hesitate to reach back out to us! Again, we do apologize for the inconveniences thus far regarding your machine. If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 12/20/2022
Complaint: 18551095
I am rejecting this response because:Thank you! I was wondering can you tell me when my order will be shipped to me? Its looking like we won't get to use our bike until the new year.
Sincerely,
*************************Business Response
Date: 12/21/2022
Hi ****,
We are currently waiting for the tech to upload his notes so we can get any additonal parts ordered for you. Once he does that I will know more about availability.
Thank you
Customer Answer
Date: 12/22/2022
Complaint: 18551095
I am rejecting this response because:Thank you!
Sincerely,
*************************Business Response
Date: 12/22/2022
You're welcomeCustomer Answer
Date: 12/22/2022
Complaint: 18551095
I am rejecting this response because:Just replying to keep case open.
Sincerely,
*************************Business Response
Date: 12/23/2022
Thank you, we understand.Customer Answer
Date: 12/24/2022
Complaint: 18551095
I am rejecting this response because:Happy Holidays ??
Sincerely,
*************************Business Response
Date: 12/28/2022
Hi ****,
The technican has requested addtional parts. Your new parts order is ICS9569789 you may track it below:
**************************************************************************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: 12/28/2022
Complaint: 18551095
I am rejecting this response because:Thank you so much! I will keep you posted!
Sincerely,
*************************Customer Answer
Date: 12/28/2022
I still am waiting for work to be complete.Business Response
Date: 12/29/2022
Hi ****,
Our service coordinator has confirmed that the tech has been out to look at your machine and has requested additional parts. Those parts were ordered yesterday 12/28/2022. The parts will be sent to you and the tech will be notified once the parts have been delivered. He will then contact you for scheduling a return visit.
If you have any more questions please let us know. Thank you
Customer Answer
Date: 12/29/2022
Complaint: 18551095
I am rejecting this response because:Thank you. I got another email from BBB asking why i rejected. Thought i had to explain it again. Sorry for confusion!
Sincerely,
*************************Business Response
Date: 12/29/2022
You're welcome! Have a Happy New Year!Customer Answer
Date: 12/29/2022
Complaint: 18551095
I am rejecting this response because:Have a Happy and Safe New Years!!
Sincerely,
*************************Business Response
Date: 12/30/2022
You as well!
Thank you
Customer Answer
Date: 01/03/2023
Complaint: 18551095
I am rejecting this response because:First package of the few that are coming came in today. Just wanted to update you!
Sincerely,
*************************Business Response
Date: 01/09/2023
Hi ****!
Great! Thank you for letting us know!
Initial Complaint
Date:12/09/2022
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.
iFit charged an account that was paid off and closed. They used NordicTrack Financing which is through ******** I called iFit to explain I did not approve those charges and wish to have a refund issued. They stated they cannot refund since it was outside of their 30 day window. I asked that an exception be made, they said no. I informed them I do not use iFit which can be evidenced on their end as I have not logged into my account in several months and further more they can see that I do not use this account. I am attempting to work with ******* to have the charges removed and the account germanely closed. This has since been reported to the credit bureau (negatively) and it impacting my credit score.Business Response
Date: 12/09/2022
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.
Unfortunately, it looks like in Aug of 2021, you purchased a machine that came with a 1 year free membership. In the terms of use, it states that it will auto-renew after the 1 year unless you cancel. We do not see that you ever tried cancelling. We also send out two emails as a reminder that the account will be charged in 30 days (on July 29th of 2022). Because of this, we are not able to refund the charges.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/09/2022
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.
Sorry the emails went to my junk < i was able to retrieve until now.Business Response
Date: 12/09/2022
Hello,
We apologize, we will need additional information in order to best assist you.
Please let us know how we can help you.
Thank you!
Customer Answer
Date: 12/09/2022
Complaint: 18548623
I am rejecting this response because: I need treadmill fixed.
Sincerely,
*************************************Business Response
Date: 12/13/2022
Hello,
We're happy to help.
What is the current issue with your treadmill?
Please provide more information along with a video of the issue.
Thank you!
Customer Answer
Date: 12/13/2022
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. belt and motor will not work.
Sincerely,
*************************************Initial Complaint
Date:12/08/2022
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.
Bought a treadmill and extended warranty from iFIT that was delivered on 10/1/22. The incline stopped working properly about 2 weeks after first use. They told me the incline motor was bad and sent a replacement that I had to change. Did that and still the incline didn't work. Called again and they sent a technician who said the console was bad. Tech ordered replacement console on 11/1122. On 12/1/22 I called to check status of my replacement and was told it was back ordered but being shipped on 12/5/22. Called again on 12/8/22 to see why the status still showed in progress, not shipped. Told it's still in the warehouse and not able to give a shipping date. I believe the console is not made for my treadmill anymore and they don't want to replace the whole treadmill.Business Response
Date: 12/09/2022
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 parts team requesting them to ship out your order as quickly as possible.
Your order will be shipping out within the next week.
Please let us know if you have any questions.
Have a great day!
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