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

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:12/01/2022
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
Initial Complaint
Date:11/30/2022
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.
My husband and I purchased a treadmill from NordicTrack (iFIT) in April 2020. When we purchased the treadmill we also purchased an extended warranty. In early November 2022, the treadmill stopped working and it seemed there was an issue with the motor. I made contact online with a chat agent and the agent asked if we had an extended warranty and I told her I couldn't remember if we have purchased it or not but I thought so and to look up our account. She told me that we did NOT have an extended warranty and that we would have to pay for the repairs and I would have to pay $160 up front then schedule a tech. I called back a second time to see if they could trouble shoot the issue with me and they again told me we didn't have an extended warranty and they couldn't trouble shoot with me and that I would have to pay for a technician to come out. My husband finally found the emails from when we made the original purchase and found the proof of extended warranty. I called a third time and the customer service agent again told me I didn't have an extended warranty but when I said I found the proof he immediately said he would transfer me. Once transferred I was immediately on the phone with a rep ordering the parts. I was told it could take 30 days for the parts to come and to get a tech scheduled. There were 5 parts ordered on 11/10. 3 of the 5 parts were delivered on 11/16. The last 2 parts have still not been shipped. I have reached out several times and have waited on hold for a very extended amount of time 45+ minutes every time and sometimes not ever getting connected with someone. I have sent several emails with no response. I finally got in touch with someone last night 11/29 and she told me the hold up was because the parts were out of stock and now they're in stock and should ship within 1-2 weeks. I find this so unacceptable. I asked her to find out when they would be shipped and let me know. She emailed me today to tell me it would be 3-4 more weeks.
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.
We apologize for the delay on the remaining parts on your order.
We have submitted a request to our parts team to have the out of stock parts ship out within the next week.
We will get this taken care of as quickly as possible.
Please let us know if you have any questions.
Have a great day!

Customer Answer
Date: 12/14/2022

Complaint: 18485879

I am rejecting this response because:
I just received an email that my complaint against iFIT was closed out due to non response. I have been out of town and have not had a moment to respond. I did read the response from them and and received one of the missing parts. The other one seems to be on the way. I wouldn't consider this closed out, considering the repairs have not been made yet. Who knows how long it will take to get the repair tech out. Once the repairs are done and the treadmill is operational, I would say it can be closed out satisfied. But in addition to all that, I did request that the gym membership that my husband and I were forced to get while waiting on this should be paid by NordicTrack/iFIT. His membership was $100 up front for a year and mine is $25/month for a year.

Sincerely,

***************************
Business Response
Date: 12/14/2022
Hello,

After reviewing your account it appears that all parts have been delivered. We have requested the tech to reach out as soon as possible to schedule your service visit. Please let us know if you have any questions. Have a great day!
Customer Answer
Date: 12/15/2022

Better Business Bureau:

I have received the response. The tech is supposed to be coming on 12/19. I do not want to say I am satisfied until that time and the repairs are made.

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.
I purchased a Treadmill from NordiTrack in February of 2021. I have had nothing but problems with this machine since I've received it. It's almost like a lemon, paid close to 2K for it. I have called and asked for help numerous times. They wanted me to diagnose a machine over the phone, which I have, and sent them videos and pictures, and there not doing anything about it. They do there best to avoid sending out a tech to fix the problem. I stated to them, that it's still under manufacturer's warranty, purchased it in February of 2021. And, basically their not abiding by there warranty. They claim that "diagnostic" is not under warranty!!!! When I purchased this machine, it stated it's under manufacturer's warranty for a year. I have bought many appliances in my lifetime, and they have always abided by there warranties, and especially manufacturer's warranty. Like, how would an ordinarily person know how to dissemble the motor to tell them "over the phone", and tell them what is wrong with it!!! That's what they wanted me to do yesterday, 11/29/2022; while I was on the phone with them back and forth for 2 hours. So frustrated, and couldn't believe they wanted me to do that, and I was livid at that point. The machine has become dangerous to use, and I stated that to them. It is stuck on incline and making a very loud noise, which I recorded while using the machine, and they told me they were going to send a tech out, and the manager has mislead me. She said she was going to call me back and email me in regards to sending someone out, and she hasn't. Supposidly, waiting for approval from management. She stated that I should hear back from her and also receive and email about the situation. I have not received a call back nor an email. The machine has become a hazard in my house, and they don't care whatsoever. I want a refund, I am scared to use this machine, which is less than a year old!!! Or an exchange for another machine. I don't trust this machine any longer. I do have a video of me exercising on the machine when the machine started making very loud noise, screeching really bad, which isn't the first I have called about this issue. Also, got stuck on incline, and tried to reset the system and everything else, but nothing happens. Unfortunately, I cannot attached the video on this form. But, I do have it saved. I need your assistance in regards to this situation. I have stopped using the machine because it has became a hazard and I have small kids at home. Please help me. Thank you.
Business Response
Date: 11/30/2022
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 reviewed your account and it appears that a service order has been created for you to have a tech come out and further diagnose the treadmill's issue. Service order confirmation number-SO-2696304

The tech will be in contact with you within the next few days to schedule your visit.

Please let us know if you have any questions.

Have a great day!

Customer Answer
Date: 12/01/2022

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.

I do appreciate your assistance with this, and I had to call them yesterday to find this out, btw. I will await for a response from the tech and I do hope this will resolve any issues with the machine.

Thank you,

Sincerely,

*******************
Customer Answer
Date: 01/09/2023
Good Afternoon;

I am keeping you posted on the status of my issue with NordicTrack. Since they sent out a tech, which was in mid December, he found that the cylinder board motor is defective and said he would send out a note to NordicTrack to get it ordered and shipped to me. Two weeks after his visit, I contacted NordicTrack to get a status of the part. There was nothing noted on my account, and they looked back on the tech's note and "then" they decided to order for me. As of today, I have NOT RECEIVED THE PART!!!!

I have called them twice and get put on hold for hours, and then I get tired of waiting on line and I hang up. I even emailed the technician to see if he received the part, and advised me that they were going to sent it to me. I really need your assistance again with this ongoing issue with this company. I will never buy anything from ever again
Business Response
Date: 01/10/2023
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 reached out to the tech requesting them to post their service visit report. Once the report has been received, we can then proceed with ordering any additional parts and/or service needed.
We apologize for the delay and appreciate your patience as we get this taken care of.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:11/29/2022
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.
Finally was able to get through to a physical person to speak with after calling from another number and essentially "tricking" the automated system. Had zero luck and wasted 3+ hours of my time on hold under my number. Long story short, my ProForm IFit T10 Carbon treadmill will no longer power up. I have attempted resets etc.. It is still under a parts warranty and has 87 days remaining on it. The *** touchscreen does not power on thus not allowing any action to start the machine. I called on 7 Nov 22 and was able to get a controller and new wires as a means to fix it but the issue remains, no illuminating touchscreen. While speaking with a customer service rep today, he instructed me my service warranty was out of date and that I would need to pay out of pocket to have a technician (not specified who) come write up an invoice stating it indeed was not illuminating in order for me to get a "Console" part. He instructed me that the part was expensive therefore needing a "technician" to come decipher the need. So what is the point of your parts warranty then? If the consumer must pay out of pocket to replace a faulty part covered under your businesses warranty plan. I assure you that I am not in desperate need of 10 inch touchscreens that I am requesting them for personal stock. I am just wanting my treadmill to work as promised.
Business Response
Date: 11/30/2022
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 were able to order parts for you, Your part order is ICS9550794. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you
Initial Complaint
Date:11/29/2022
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 bought a treadmill from Nordictrack/iFit, it broke down about a month later, and I was told I was past my warranty to return it, so I tried to order a part from customer service and nothing ever came of it. It is impossible to get through to this company, I was told to expect emails that never came. When someone was finally reached I was told a motor to the treadmill would be sent , it never came. This place needs to be investigated ! I am paying hundreds of dollars for something I cannot use. Please investigate this company, I can never get anywhere with this place! Thank you!
Business Response
Date: 11/30/2022

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:11/29/2022
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.
We purchased a NordicTrack treadmill that is powered by iFit. This was purchased in June 2020. We purchased an extended warranty. However, I fit refuses to submit a request to have a technician come out and fix our treadmill. This is the fourth issue that we have had with the specific treadmill in two years. We know what the issue is and have tried to speak with customer service numerous times, but they refused to send a technician out. In addition, they have refused to allow us to speak with a supervisor and the customer service representative hung up on us while we tried to resolve this situation amicably.
Business Response
Date: 11/30/2022
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 get this service set up for you, however we need some things from you before we can do so. Please provide a proof of purchase, this can either be a receipt or a order confirmation email. This will help us move smoothly once the technician sends us which parts are needed as it is required for ordering parts. Also please confirm your address and the best phone number to reach out at.
Thank you

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