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: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
Initial Complaint
Date:11/29/2022
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.
Currently having issues with ProForm IFit T10 Carbon. It is under parts warranty still but only for 80 days or so. My problem is that *** attempted to call and email to get replacement parts but it seems no one works for the company. My one unicorn time I made it through I got ************ but the trick is getting through. In that regards, this company is absolutely the worst.
Business Response
Date: 11/29/2022
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're happy to help get this taken care of. Please provide more information about the current issue.

If you have a video, please provide that as well.

Thank you.
Customer Answer
Date: 11/29/2022

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: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 purchased a treadmill that is under warranty. The product has been failing since I owned it. The company has sent me several parts under warranty. And still it’s not working. And now the product is not safe and not operational. I sent a request to ICON/IFIT to get a full product exchange as per the warranty terms. On October 19 they said a member of their legal team would get back to me within 30 days. No one has contacted me. I emailed them several times. Nothing.

Bree V***** from customer service Was the last person who emailed me on 10/10.

This is their case number ***************************
Order Confirmation ********** (This was a reference number used for my parts replacement)

TREADMILLModel / SKUNTL29019Serial Number*************Purchased AtNORDICTRACK.COMPurchase DateJan 01, 2020Manufacturer's Warranty End DateDec 31, 2022Parts Warranty End DateDec 30, 2025

I paid $3394
Business Response
Date: 11/29/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have reached out to our legal department and they will be reaching out to you soon to discuss a resolution!
Thank you!
Customer Answer
Date: 11/30/2022

Complaint: ********

I am rejecting this response because:
until I actually get any resolution I just don’t trust your company anymore to do the right thing… once my machine is replaced or money is returned, I will accept the response until then I am rejecting the response

Sincerely,

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

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 did speak with our legal department again and they stated a legal form was sent to you yesterday. Once it is completed, somebody from our legal department will reach out to you to discuss a resolution.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you!
Initial Complaint
Date:11/28/2022
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.
4 speed button on panel doesnt work but the rest of the buttons do on nordictrack treadmill
Business Response
Date: 11/29/2022
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
Please confirm your model number, serial number, date of purchase, and your shipping address. Where this equipment is no longer covered under labor we are not able to troubleshoot any issues or order any parts under warranty without proper diagnostics from a tech. We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will start at $159 before state and local tax and any trip fees. The technician will come out and diagnose the problem and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts. You will then contact us to order the parts and then we can set up a return visit for $65 as long as its within 30 days of the visit. Once the service is paid for
If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)
Thank you

Customer Answer
Date: 11/29/2022

Complaint: 18473459

I am rejecting this response because model number is NTL14119.1, SN KK150C0102573, DOP 1/5/2020. Address is ************************* drive, *************** **
Sincerely,

***************************
Business Response
Date: 11/30/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
Where this equipment is no longer covered under labor we are not able to troubleshoot any issues or order any parts under warranty without proper diagnostics from a tech. We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will start at $159 before state and local tax and any trip fees. The technician will come out and diagnose the problem and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts. You will then contact us to order the parts and then we can set up a return visit for $65 as long as its within 30 days of the visit. Once the service is paid for
Please reach out to our ****** Services at 1-833-680-iFit (****) to get that scheduled.
Thank you
Initial Complaint
Date:11/28/2022
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 x22i treadmill has been used 44 times since delivered in May 2020- for lack of better words it is essentially “new”. This includes episodes with the issue in question. When I purchased my machine I also purchased the three year extended warranty. To say the least I thought I had peace of mind knowing that my purchase of thousands of dollars would be covered. My machine has not functioned since September 2022.

The same issue has been ongoing all this time: the running belt stops completely. After multiple parts being sent and three technicians coming to my home I had finally reached my limit when just this past Wednesday, 11/23, the tech ran it for 5 minutes and seeing it was working I worked out later that day. Less than 14 minutes into my workout the exact same problem. I was told nothing could be done until the technician’s notes came in. Spoke with Marco R**** on Friday about the “no lemon policy” which is clearly outlined in my contract and he said that while they still couldn’t do anything yet without the notes he insisted that I provide him, and employee of the company, PROOF of their own no lemon policy and warranty information. I promptly emailed him that the same day. Fast forward….

Today on the phone with someone else. I requested to speak with Mr. R**** again since he was aware of my case and she refused. I repeatedly insisted on speaking with a supervisor/manager about the no lemon policy and getting a replacement machine. It was only when my husband threatened legal action that she attempted to comply- for those holding their breath I never spoke with a supervisor. Their solution, again, was for me to wait 48 hours to get the technician scheduled to come to my home. PLOT TWIST- last time I spent over an hour on the phone with iFIT who had to contact 3XMs owner to get them to schedule after almost two weeks!

This machine is a dud. I paid for an extended warranty and it’s still under warranty. Replace my treadmill
Business Response
Date: 11/29/2022
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. Your 30 day return policy has expired as we did not hear from you regarding a refund or return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack 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 NordicTrack 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.
I have looked over your account and I do see we are sending the technician back out to complete the service. The technician should be contacting you soon for scheduling.
Please reach out to our Member Services at ************** (****) with any questions.
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.
With any questions regarding how your extended warranty will work, please contact our extended warranty department (UTS) at ###-###-#### M-F 7AM-5PM MST so they can help answer any questions you may have.
While looking over your account, I do see further parts and service were set up for you as of yesterday. Order number ********** and service order number **********.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services department at ###-###-####.
Thank you

Customer Answer
Date: 12/07/2022

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 at this time. While it is concerning that after initially you setting up a technician and then deciding, without examining the machine, to send seemingly random parts I must now start the process again about getting 3XM to my home. I sincerely hope it doesn’t take multiple calls, two weeks and iFit supervisors having to personally contact the owner to get that company to try to set up an appointment (like the last service setup). More importantly however I will be contacting the warranty department.

Sincerely,

******* ******
Initial Complaint
Date:11/28/2022
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.
Bought a new T10 treadmill. Upon opening noticed that the motor cover was damaged. Tried to contact Norditrackwithin 3 hours after delivery but got no response. Went to set it up thinking that they could just send me a new one and noticed that the treadmill would not incline. Put in 4 tickets with no response. Have called several times, being shifted to several different agents. Have not gotten to talk to anyone about fixing this machine.
Business Response
Date: 11/29/2022
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 apologize that you are having this issue. Before we continue please verify the following information
Serial Number:
Model Number:
Please provide a visual of the issue.
This will help us move smoothly through the repair process.
Thank you

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