Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,173 total complaints in the last 3 years.
219 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased this treadmill from NordicTrac (IFIT) in 2015.Ifit sent out a software update a number of months ago that caused the console to "Brick" essentially the unit no longer turns on.Spent 2 hour on the phone troubleshooting the problem with IFIT and they eventually said I would require a new Console ant my expense ($649) for a parts supply company (*******************)
Business Response
Date: 11/12/2024
Hello *****,
Thank you for taking the time to address the issues you have encountered with your NordicTrack Commercial 2450. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

As we no longer have a replacement for the console on your machine since we no longer support this model, I am pleased to offer you 20% off a new machine.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you
Initial Complaint
Date:10/30/2024
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 activated a Nordic Track Commercial 1750 Treadmill on 01/01/2023 The walking deck and motor failed in Sept of 2024 My treadmill failed under the promised warranty period . IFit has lied several times about a Technician appointment being made available. On Oct 2They took money from me for an appointment they have failed to honor. After 4 broken promises to arrange a Tech visit each with a fabricated excuse as to why I was never contacted by a Technician I want a pro-rated refund for the purchase price of the Treadmill, factoring a normal life expectancy of 5 years as well as a refund of the service visit charge they took and have failed to honor. I have them 4 opportunities for a repair remedy but they have broken their word each time
Business Response
Date: 10/31/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your (machine name). We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

After reviewing your account, a credit request has been made for your service order. The form was submitted on 10/25/24 please allow 7-10 business days for the refund to appear in your account. form number FM-146807 for your records.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you

Customer Answer
Date: 11/02/2024

Complaint: 22493222

I am rejecting this response because:
1) Nordic Track literally promised me in an email dated back in Oct 25the the money would be refunded already. They've held my money since 10-2-24 and failed to provide service

2) On 4 occasions they broke their agreement to have a Technician call to make the Service Appointment and failed to meet the agreed deadlines

3) Because you failed on multiple occasions to provide a repair, a pro-rated refund of the Treadmill price is the only acceptable outcome

Sincerely,

***** **********
Business Response
Date: 11/04/2024
Hello,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
As your machine was not purchased directly through our company, we are unable to process a refund or return. We can assure you that credit requests take 7-10 business days from the time they were submited, It was submitted on 10/25. You should be receiving your refund shortly.
Thank you
Initial Complaint
Date:10/30/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We opened a service request on 8/19/2024 due to issues with our treadmill, purchased in March, repeatedly turning off while in use. We've corresponded for 2+ months, sometimes waiting weeks in between responses from iFit, and have yet to receive any assistance or have someone visit to repair the treadmill. Our most recent correspondence is them stating they will not honor the warranty due to the treadmill being in the garage yet we had it delivered specifically to the garage and there was never any mention of that being against the warranty. We have performed all maintenance as expected but we are unable to resolve the issue.
Business Response
Date: 10/31/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and set up a service tech to come out and look at your machine. We apologize for the confusion, we do void the warranty due to the machine being in the garage but it also depends on the if the machine is in a enviroment controlled area and the condition of the machine, as long as you keep your machine free of dust and in a well tempature controlled area your warranty will stay in tact. We do recommend having them inside but we do take into consideration everyone's enviroment as well.
Your service order number is SO-2923897 for your records, I've also ordered a few parts that the tech may need to repair your machine. If additional parts are needed the tech will let us know and we will get those ordered as quickly as possible to get your machine repaired. Please allow 7-10 business days for the parts to arrive, once they arrive the tech will be notified and will reach out for scheduling. Please note the parts will ship directly to your home.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer Answer
Date: 10/31/2024

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:10/28/2024
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.
About three years ago, we purchased the Nordictrack (NT) x22i direct from NT. It ran great for the first 6 months but then we had issues with the incline and decline. When I called, I was blown off and told the system needed to be restarted. I tried that and it fixed it for about a month. After doing some research, I found this was a well known issue with this unit and it was clear NT would do nothing to fix it. I called back about 3 months ago to try and get this issue fixed (becasue I've had a $4,000 treadmill that I can't use safely) but they said we were out of warranty (on a machine with less than 80 hours on it). They offered to send a technician out for $160 to diagnose it and then another $160 to repair it plus whatever the part cost. I have seen countless articles and comments on how the X22i is a faulty treadmill that needs a recall on the control board at a minimum. I want at least half my money back so I can buy a reliable ************** are some references of people saying the same thing I am:Incline Motor Malfunction: According to GymCreek, the NordicTrack incline motor often faces issues where the treadmill becomes stuck in the incline or upright position, failing to return to a flat level. This can be due to a calibration error or, in some cases, a fault with the incline motor itself, requiring recalibration or professional repair. Garage Gym Reviews also mentions that NordicTrack x22i treadmills frequently experience problems with the incline feature, recommending a full recalibration to reset the incline limits. If this doesnt work, the motor may need servicing, as incline malfunctions are common among NordicTrack models .
Business Response
Date: 10/29/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

We have set up a service order to have a technician come out to diagnose the issues with your machine, as well as diagnose what parts are needed to resolve the machine issues and noises. That service order number is SO-*******. The technician will be contacting you within the next 7-10 business days to schedule an appointment with you. If you do not hear from the technician within this time frame, please reach out to us and let us know.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you
Initial Complaint
Date:10/25/2024
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.
Placed an order for nordic track 1750 treadmill on 9/24 and it was delivered in 10/5. Spoke via chat with live person throughout the purchase process and via email. Even received a $75.00 discount. Now here comes the scam.. At no time was it mentioned from the representative **** ******** that ifit was involved and I would be required to have a ifit membership at any level (pro or otherwise) for the machine to be operable. This is the situation, it is not operable. I do not require or need membership to run on a treadmill. I ordered specifically to run indoors and use the screen to stream while I exercise. This is a scam including a refund which they steal $****** that includes a return fee of ****** + ****** for setup + 10% of something related to members which I have nothing to do with. It took 35 minutes on hold before I could speak with a person. That after numerous times in chat which I was told someone would get back to me with the price of the screen. Now reviewing the online reviews where if you make trouble for the company they have the ability to make the machine totally inoperable via an automated connection.Yes, i was asked if we compensate you will you keep the machine. I said no to a discounted membership price and simply waive membership and allow me the ability to simply use the machine. Having not used the machine, I am writing to request full and total refund. I had no desires to have this experience. So if they can provide a fee of ******, my inconvenience fee is precisely the same amount for being scammed. May you please assist with the return of merchandise and full refund of the 100% of purchase $2,780.38.
Business Response
Date: 10/29/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your return. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
The fees you are being charged abide by the return policy. Because there is nothing mechanically wrong with the machine you are relable for all fee's assoicated with the a ********** can read more about the return policy at at ************************************************************
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you

Customer Answer
Date: 10/30/2024

Complaint: 22475014

I am rejecting this response because: the refund does not make me whole but creates a cost for having this negative experience. I purchased with the intent to fully utilize the treadmill and I deserve full access at no additional charge. Perhaps if ****, *******, and Prime were made aware that you are dangling their products to profit from your customers, they would have the same concerns and response. Policy or otherwise, there was zero mention by the chat and email exchanges with NordicTrack agent of this major commitment. Also note the false advertising where IFIT is pretending to be NordicTrack. That makes your policy null and void.
Options should be either full refund or full access to the treadmill. Forcing someone to have a long term relationship with you (be it financial or otherwise) is ****.

Sincerely,

****** **********
Initial Complaint
Date:10/21/2024
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 brand-new unit on June 7th, 2024, and it was delivered a few weeks later. One or two days after the delivery, the machine was already having issues. I called and requested a replacement, and they convinced me to have it fixed just to have more issues. It's been almost three weeks since I called customer service, and they ordered some more parts, but I have yet to hear from anyone. I need that unit to be replaced ASAP; they sold me a used unit. They sent me a refurbished unit; I need it to be replaced. ****.
Business Response
Date: 10/23/2024
Hello,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. They have confirmed that they have contacted you and are scheduled for 10/24/2024 for your appointment.

If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer Answer
Date: 10/27/2024

Complaint: 22456292

I am rejecting this response because:
I need this unit to be replaced. Yes indeed the tech did contact me, however, I was not home, when I try to reach out to them to schedule even though that's what I need, I couldn't reach them. A brand new unit, I should not be going through this, that early.
Sincerely,

****** L ********
Business Response
Date: 10/30/2024
Hi ******,
We have confirmation that the tech has reached out to you to schedule your appointment. We have your appointment set for 11/17/24.We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT 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 machines warranty for the time that it has been down. Thank you.
Initial Complaint
Date:10/21/2024
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.
iFit runs software for NordicTrack. I purchased a new NordicTrack treadmill which requires iFit as an expensive subscription and claims support etc to be provided. iFit pushed out a new update WITHOUT INDICATING IT IS STILL BETA TESTING, AND MALFUNCTIONING RENDERING THE EQUIPMENT NEARLY USELESS. It is no longer possible to access SETTINGS of any kind.I want a refund of the iFit portion of my purchase and I demand support to get rid of this update. $296 FOR IFIT AND $4, ****** total order
Business Response
Date: 10/21/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We have gone ahead and sent you over some troubleshootig steps via email. please respond to that email so that we can work closely to get this issue resolved for you.
Thank you
Initial Complaint
Date:10/15/2024
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 a nordictrack S22I commercial studio bike from best buy in 2021. They offered single and family memberships. I purchased with family and my eife and I used for 2 years. My wife quit using so wanted to switch to single since it was a quarter the price and I was the only user. The salesperson tells me they only sell family plans for my 1200 dollar bike. I feel mislead and have cancelled and now have a 1200 dollar paper weight. I want a single pro membership.
Business Response
Date: 10/16/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your membership. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we can do a couple different things. We do have an indivdual memberhip that will grant you access to the workouts, but some of the advanced features on our new IFIT 2.0 software are not available with it. Mainly streaming apps. That memebership is $144 a year and is available as long as your auto-renew is active, if you ever let it lapse it will no longer be an option. We also have the pro membership that gives you full access to the new software and streaming apps which we could offer you a discount at $300 a year.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you

Customer Answer
Date: 10/17/2024

Complaint: 22424416

I am rejecting this response because:
When I bought my bike a single pro membership ran 125. Now they want me to pay 300!!! They can have this bike back!!!
Sincerely,

***** *****
Business Response
Date: 10/18/2024
Hi *****,
We apologize, that membership is something we do not offer. We would be happy to offer you one that is available.
Thank you
Customer Answer
Date: 10/25/2024

Complaint: 22424416

I am rejecting this response because:
I payed alot of money for this bike thinking there was preloaded workouts which there is not and a single pro membership which now all of a sudden they dont offer. I would not have bought the bike if I knew what I know now. They misled all customers with the quality of streaming video also. How can you sell a bike with only family pro memberships and not offer singles anymore is another money grab from your already misled customers!!! You can have my bike back!!! Customers need to know about your deception and terrible customer service.
Sincerely,

***** *****
Business Response
Date: 10/25/2024
Hi *****,
We apologize for the frustration you have encountered with your membership, to test out our pro membership I would be happy to provide a 3 month trial for you. Please verify which email you use for your membership.
Thank you
Customer Answer
Date: 10/25/2024

Complaint: 22424416

I am rejecting this response because:
I do not trust your company to do what they say!!!
Sincerely,

***** *****
Customer Answer
Date: 10/28/2024
************************
Business Response
Date: 10/29/2024
Hi *****,
Thank you, we've gone ahead and added those 3 months for you. Please let us know if you have any additional questions.
Customer Answer
Date: 10/29/2024

Complaint: 22424416

I am rejecting this response because:
I and everyone else that bought this bike when I did feel robbed. You can get gym memberships for cheaper than you offer this service. I'm going back to the gym.
Sincerely,

***** *****
Initial Complaint
Date:10/10/2024
Type:Billing 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 cancelled my membership in September of 2024 and said I didn’t want to renew. They charged my credit card for $180 in October of 2024 for a 1 year renewal anyway. Dishonest company. I have a screenshot where I cancelled my subscription in September 2024
Business Response
Date: 10/10/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your membership. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we do not currently have any charges under the email *********************, this account has been cancelled and no payment method is attached. Could you possible have another account? also could you please attach the receipt for the addtional charge? we would be happy to take a further look into this for you.
Thank you
Initial Complaint
Date:10/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased NordicTrack Treadmill EXP 10i on 9/5/24. Delivered & assembled 9/17/24. Software was updating & was supposed to be workable in a few hours. Still updating 2 days later & screen showed updating software & then erasing. Called NordicTrack. Customer service gave incorrect information for resetting software. Software dept doesn't answer phone. I filed dispute with credit card co & cost is being withheld from NordicTrack. But they still aren't doing anything to fix situation. Spent another hour on phone today. Software not answering. Won't come to my home to fix it because said warranty only covers parts. Customer service gives incorrect information & software doesn't answer. So I can't get help & can't use brand new treadmill
Business Response
Date: 10/10/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account and the issue you are experiening, I'm going to send you a brand new console and a technician to install it. You should not be having these issues with a new machine. We apologize for all you have been through, I will also add 3 weeks to your manufacturer's warranty for the issues you have had. We sincerly apologize for all you have been through.
Your order number is ********** please allow 7-10 business days for shipping. Once the part arrives to you the tech will be notified and contact you for scheduling.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!

Thank you

Customer Answer
Date: 10/10/2024

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.
However, I am in great pain right now because of my back & sciatica & procedure is next week. So, we need to postpone delivery of new console until week of October 28. Hope we can find mutually agreeable day and time week of October 28.

Sincerely,

***** *******

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