Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,264 total complaints in the last 3 years.
229 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/02/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Delivered exercise equipment that does not work. After several calls still no resolution. 35 days have passed and now will not even provide a return despite being unable to fix the problems.
Business Response
Date: 12/05/2022

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 will need to continue with parts and service at this time, we would be happy to send out a technican to insect your machine and get it up and running for you, please confirm the model and serial number off your machine.
Thank you
Customer Answer
Date: 12/05/2022

Complaint: 18517123

I am rejecting this response because: I reached out to get the items repaired and have not been able to get any response or appropriate assistance. I have tried on 3 occasions. As I purchased two pieces of equipment and can use neither because both are not assembled by the delivery team and are missing pieces, with no ability for anyone to assist, I should be able to return the items. If you can't fix the items then you should allow a return. Period. Stop the run around and do what's right.

Sincerely,

*************************
Business Response
Date: 12/06/2022
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 are happy to send a tech to get these issues resolved for you, can you please provide the model and serial number off the machines that we need to fix for you as well as what the issue is so we can make sure that we get you any parts that *** be missing.
Thank you
Customer Answer
Date: 12/08/2022

Complaint: 18517123

I am rejecting this response because:
I have tried to do this several times already and am told the serial number on my product is not valid and therefore they can't send a tech. That's not my fault and I've emailed pictures to their customer service of every single inch of the product to show that's the only serial number. I was also supposed to get a call back from a supervisor on Monday and no one has yet to call me. Call me at ************.
Sincerely,

*************************
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.
After reviewing your account, we do not see any images attached to your account, We are happy to get this resolved for you, please tell us which items are need for assembly so we may get those to you and schedule a tech to come install those for you. We apologize for everything you have been through.

Thank you
Customer Answer
Date: 12/12/2022

Complaint: 18517123

I am rejecting this response because:
I sent the images to ************************************** (who then hung up on me and never responded to any of my emails after he also couldn't find another serial number in the pictures and didnt seem to know what to do since the serial number was coming up invalid for him).
My order number is NT11178623 and I need a technician to come assemble the treadmill (they will need to bring the correct parts as they are missing) and to fix the seat on the bike.
I have offered to pay the technicians myself, buy the parts, begged basically for someone to come, and it has yet to occur. I really hope that you actually send a technician so that I can actually use the equipment that I purchased.

Sincerely,

*************************
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.
A service call has been set up for you, your service request is SO-2701377 please allow **** business days for the tech to reach out to schedule your appointment.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:12/02/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an active service plan with iFit and have been trying for several weeks to schedule a service repair for my two-year old X22i treadmill due to a noisy belt. I have already provided a video of the noisy treadmill to iFit and they have sent me a replacement walking belt. I simply need to have a service provider do the repair work. The last service provider that was sent out (ServiceRX) did not address the issue correctly and is not willing to come back. However, there is another company that is an approved service provider in my area called Integrity Fitness Repair (https://www.integrityfitnessrepair.com/services). However, each time I called iFit to schedule them, I was given different reasons why the service provider cannot be scheduled. On 11/30, after not getting anywhere with previous calls to iFit, I spoke to another rep and was told the issue was being escalated. I was also told I would receive a call within 24 hrs. from an iFit technician to schedule that appointment. Then again today when I followed up due not receiving the promised call, I was told the same thing. No one called me again in the time that was promised so I called iFit again. I spoke to Marco R**** on 12/2 and he insisted there is no approved service provider in my area. He insisted this was correct even after I told him this conflicts with the information provided by the company in my area (they are in West VA and are closer to my side of the Virginia border). The repair company has made it clear that they are an approved provider and I see so on their site. They even called iFit to complain due to their rep giving me false information. They ultimately were able to get me scheduled, but only after they complained to iFit. So my question is why did this happen and why did it require the actual service provider to reach out to iFit to get this resolved? I spent hours of my week just to be turned down multiple times in attempting to schedule them. I do not want just an empty apology.
Business Response
Date: 12/05/2022
Hello
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

We apologize that it took so long for you to be contacted by the correct tech company. We assure you that we will do all that we can to get this taken care of as quickly as possible.

Thank you for your patience and we again apologize for the delay.

Have a great day!
Customer Answer
Date: 12/11/2022

Complaint: ********

I am rejecting this response because:
In my previous communication for this complaint, I had requested clarity on why this issue occurred repeatedly with multiple representatives and how to appropriately address it when it was evident I was not receiving appropriate scheduling and repair support as part of my contractual service agreement with iFit. However, the most recent response provided does not offer a process I can use for appropriate escalation and resolution, since the phone number provided in the previous response in this complaint directs me to the same support line I used in my previous calls to iFit without success for weeks. Calling this number is what originally caused the issues I experienced as part of this complaint. I even requested to speak to a supervisor multiple times in my calls to iFit which I never received. Since this phone number and proposed process has proven not to be helpful, it appears iFit does not provide any escalation support when there are service related complaints. This leaves its customers without a direct way to resolve similar issues in an efficient and expedited manner. Asking its customers to use the same process that led to the complaint is not an acceptable remedy and does not offer any resolution for what I experienced.

Sincerely,

**** ******

Business Response
Date: 12/13/2022
Hello,

We apologize, the number provided is the most direct phone number for our Member Services team.
Again, you're also welcome to contact us via DMs or instant message through the social media platforms.
We have a member services team there that is happy and willing to help as well.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:12/02/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new treadmill last November. Since purchasing the treadmill has been operational for less than 6 months. Almost every major component on the treadmill has been replaced & its still not working. Hundreds of other consumers have had similar issues. I want a refund on this machine. Its a lemon. The customer service has been terrible. This is a known issue & they do nothing to resolve the matter.
Business Response
Date: 12/05/2022
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 you
Initial Complaint
Date:12/02/2022
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.
Poor Service: I've been calling iFit support and attempted to use https://my.ifit.com text bot for over two weeks. Today for the first time an agent picked up my call. He quickly transferred me to *************** but no one picked up the call after 30 minutes. Whenever I use https://my.ifit.com/ their bot says it's referring me to another agent but nothing happens after 45 minutes. I'd like to get my Commercial **** Threadmill fixed to stay healthy.
Business Response
Date: 12/05/2022
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 gone over your account and see you're covered under the extended warranty (***). Please contact our extended warranty department at ************** M-F 7AM-5PM MST so they can assist you with this.
Thank you!

Customer Answer
Date: 12/05/2022

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:12/02/2022
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.
I ordered an elliptical on 10/11/22. After it arrived a part (right pedal arm) had a manufacturer defect where the s**** hole had a flat spot. This was a manufacturer defect. After calling Nordic Track I was sent 3 parts, including a bicycle pedal. When the correct part finally arrived it also had a defect where the drilled metal holes would not align with the pedal. When I asked about returning the item, I was told that to return the item it would be a $250 fee even though the issue of wanting to return was solely a manufacturer defect. I was asked by Nordic Track to give them an opportunity to try one more time to correct the situation and reorder the part on expedited order, and they would send a technician to put together the machine at no charge. I agreed and the part was ordered on 11/21/22. On 12/2/22 I contacted them again since the part had not even shipped even though I was told it would be 3 to 5 business days. I was informed that it would be "at least another week or more" before the item would ship. I asked again to return the item since the issue is well beyond my control and I feel I have been more than patient and was informed again that I would still be charged the fee since they are "attempting to correct the issue." I want to return this item and not be charged.
Business Response
Date: 12/05/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have looked over your account and see we are expecting a shipment of the part on 12/14. I have also requested that this is expedited to quicker shipping for you.
We would also be happy to offer a refund to you of $94.50 for the inconvenience in waiting for this part. Please let us know if you would like us to apply this.
Thank you!
Customer Answer
Date: 12/06/2022

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. However I would like the option that if they do not follow through with the promise and the elliptical is not functional by the end of the month to return it at no charge.

Sincerely,

***********************
Initial Complaint
Date:12/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have never been impressed with the quality of customer service at **********************/ICON, but this evening was a total disaster. My NordicTrack RW900 rower which I purchased about a year ago with extended warranty started to act up about 6 months ago, and about 2 weeks ago, it became non-operational. I initially started an online request for service with no response from anyone, so I bit the bullet and called NordicTrack/ICON today. After hours of holds and somewhat useless "troubleshooting" by a few inexperienced/untrained employees, I was transferred to warranty replacement department. Then I was put on hold for more than 90 minutes to be told that the "troubleshooting" person never documented that the unit was faulty, so I am just being sent a replacement power adapter. I spent more than 5 hours on the phone today just for this. I am now asked to re-start the whole troubleshooting process with them on the phone as soon as the power cord arrives here. This is a total nightmare.
Business Response
Date: 12/02/2022
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 had an additional 7 months added onto your IFIT account for you for all of the trouble you have had! Your new expiration date is May 15th of 2025.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:12/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an extended warranty for my treadmill, I called for service on Nov 2nd that will be one Month tomorrow. Still waiting on parts.
This is not why I bought the warranty to have my equipment down for what I'm sure will be far longer than a month.
I have contacted Four departments associated with NordicTrack, true Fitness, and ifit. and have asked all four for a Cooperate number to complain to and recieved no response from any of them..
I paid them their money in good faith, and I expect as the contract states to have my treadmill either fixed or replaced in a timely manner . The contract states at their discretion,
I want an apology and my treadmill fixed or replaced Now., Its not right what there doing.
Thank You.
Business Response
Date: 12/05/2022
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 department regarding your parts order, They have confirmed they have pushed your order ahead and submitted a form to escalte shipping. That form has been approved. Please allow 7-10 business days for shipping. We sincerly apologize for the experience you have had.
If you have any questions, you can contact our Member Services at ************** (****)

Thank you

Customer Answer
Date: 12/08/2022

Complaint: ********

I am rejecting this response because: I will patiently wait like I have been for over 34 days, when I get the part and the tech has been out to install all parts and my machine has a clean bill of health, I will let it go .
until then nothing has changed and my treadmill is still broken.

Sincerely,

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

Business Response
Date: 12/13/2022
You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:12/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an Nordictrack elliptical machine on 11/25/2022 from Nordictrack.com. I spoke with *****************************, a sales agent - when I asked him if I would get a full refund if I did not like the machine - he said yes. The machine was delivered and I didn't like the machine. The touch screen doesn't work, the machine wobbles, it does not have an off and on button you have to plug it in and out of the wall. After many attempts to get someone on the phone - I got ****** in the return department, she told me that there is a $250 return fee, that they did not offer a disassembly and removal serviced. I told her that is not what the sales person told me, she informed me that they record all conversations. After the management team listened to the conversation she agreed that the sales person was misleading. She informed me that they would pick up the machine only from the outside of the house. When I explained that it took two young healthy man to take it upstairs and assemble the machine with special tools, she suggested that I get friends and family to help **** asked to speak with a manager - ****** - she told me that they can schedule a disassembly and pick up it's just going to cost me! When I explained that the sales agent had told me that I would get a full refund, she said that unless I specifically asked the sales agent about a removal fee s/he had no obligation to disclose them. The fee for this service $299 plus tax -which she brought down to $250 plus tax.Both ladies were nice, polite and professional. However, I find the product to be subpar, and the Company very eager to sell you which product, but most impossible to contact in case of problems and very deceitful when it comes to returns.
Business Response
Date: 12/05/2022
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 are able to waive the disassembly fee. However, the service fee will still apply.

Please let us know if you have any questions. Have a great day!
Initial Complaint
Date:11/30/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Delivery today 11/27/22 I got a call at 2:07pm from a delivery driver saying they would arrive in 10-20 mins. A broken treadmill was delivered. The "white glove service" which I contracted forthru NordicTrack at time of service , paid NT directly for, received my details and order from NT put the treadmill together and immediately showed me a real problem. Very experienced in the setting up of these machines, they noted it was extremely loud noise and they could not identify. I told them that I was going to refuse service bc the machine was broken and I was not going to accept a broken machine. The delivery company personnel (Ryder Last Mile - Taunton, MA office) said "they can't take things back. It is not something they do. They just deal with the warehouse and would just return it there and they can't do that." They told me that I can "simply call NordicTrack and they would send another crew and I would get a full refund or new machine." The driver went to their truck at 3:15 and at 3:16 I call NT to immediately initiate the return and full refund. Eventually got to Mgr (Jonathan Starks) who disowned all relationship between Ryder Last Mile and NordicTrack saying essentially they don't work together / they are separate and NT has no responsibility for what they do (paraphrasing). Ultimately, given two choices:
Have it repaired (I don't want a $2500 machine defective out of the box for any reason)
or return it but the $199 delivery fee, $250 return fee, possibly a 10% restocking fee ( I cannot remember if this is the case) would not be refunded from the payment refund + I have to get the 325lb treadmill to the front door from the basement thru doors that will not be possible unless I take apart the machine.
I then called Ryder Last Mile who said " We absolutely work for NT. We can't return any any fees because NordicTrack handles and controls all payments collected and given to us. You should not have been refused when you attempted to refuse delivery.
Business Response
Date: 12/01/2022
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 department and if you would like to keep the machine and continue with parts and service we can offer compensation of $113.50. Please let us know if you would like to continue with parts and service and we can have this added for you. I do see there has already been a service order set up for you.
Thank you!
Business Response
Date: 12/06/2022
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.
The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at https://www.nordictrack.com/privacy-policy#return
You should be contacted shortly to schedule the visit with the technician if you have not already been contacted for scheduling.
Thank you.
Customer Answer
Date: 12/12/2022

Complaint: ********

I am rejecting this response because:
Simply nothing else to day. You have all the evidence and find it ok to steal from customers exorbitant fees despite NordicTrack failing to fulfill even a requirement that they provide a working machine upon delivery
Beware Customers. NordicTrack operates under the policy that they are under no obligation to deliver a working product to your home. In my case, it was delivered broken and despite attempts begun 1 minute AFTER delivery & install (I have provided evidence of this) and under guidance of the NT selected delivery team of a full return , NordicTrack actually does not honor the return of equipment even when it is broken upon delivery.

NordicTrack instead forces customers to pay $600-`$800 in return fees making it painful to not accept an originally broken item - which they are more than happy to send teams to fix broken items bc the machines cost $2500 while the motors only ~$150 so Nordictrack will happily keep sending teams over.

However, they force customers to take the product - broken or not - while sending replying of "I completely understand where you are coming from" and "so sorry" - because all they care about is keeping the large check customers spend for the delivery of working machines.

Do NOT be tricked. They could less about your safety (see previous evidence where machine was confirmed as not tested upon install) and are ok with broken machines
being left on premises for customers to be at risk.

NordicTrack simply wears customers down. It is a business we should all be so lucky to operate, but have enough morals that we would not:

"Sell something broken and refuse to refund even when things are broken out of the box" - the NordicTrack Philosophy.

Sincerely,

**** *******
Initial Complaint
Date:11/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ifit shipped out weeks ago a replacement treadmill walking board now that one is lost **** So i was told by ifit member to call back Monday and he will over night one out, so i called Monday with no prevail. So called back another week later to see where replacement was, was told another 4 weeks! I have been without a treadmill since September and it is December!
Business Response
Date: 12/02/2022
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 parts department regarding your part order, They have confirmed that They have looked into your order to see what we can do about getting the part out to you quicker. They have submitted a Build and Ship form on your walking deck and it was approved. Please allow **** business days for this part to ship to you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

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