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

2,265 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:10/26/2022
Type:Delivery 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 3 year service plan with Icon for a Nordic Track treadmill. Six weeks ago the treadmill stopped working; the tecnhician at Icon Fitness ordered a new SD Card to be shipped to my home. In these six weeks, I have made 3 phone calls and had several online chats with them, only to be told (1) a new rush work order was issued; (2) the last work order was not issued for some reason and another one would be issued to the warehouse, (3) the new SD Card had to be programmed at the warehouse and would then be shipped and now (4) it will be another 2 or 3 weeks before it is shipped. Clearly they have no idea or perhaps even intent, to ship out this SD card, for whatever reason. I have been dealing with this organization for over 10 years because I believe the Nordic Track treadmill to be superior to others on the market...this is the first time I have had a problem with them. Clearly, something has happened at this company to cause such poor customer service. I can understand delays due to supply chain issues, but lying about the order status is unacceptable.
Business Response
Date: 10/27/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
We have reached out to our **************** regarding your part order, they have confirmed that your SD disk has shipped as of 10/26/2022. Your tracking number is 4200792292748901303938583001834440.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:10/26/2022
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.
This is ref order #*******. I purchased a Proform C22 studio bike on 10/20. It was delivered on 10/22 and began having issues with the screen and RPM's on the bike. I updated the software and continued to have issues on 10/25 I contacted the company about returning the bike and was told I would have to pay $250 freight fee and lose the $199 installtion fee I paid because it was a software issue and nothing was wrong with the bike. I was transferred to another department to update the console. After updating the console the RPM's are still way off. I did a chat and was told this was a hardware/mechanical issue and needed to speak to another dept. I tried calling that dept and was on hold for 45m at least and then was hung up on and noone ever called me back. I then contacted the return dept again and was told because it was not stated that the device was non-repairable I was still responsible for paying the $250 freight fee and would lose my $199 installation fee. I want to return the bike, without a fee, and be reinbursed the full amount which includes the $199 installation fee.
Business Response
Date: 10/26/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
We have reached out to our Billing and Returns department regarding the fees associated with the return. We are unable t refund fee's associated with a retun however we were able to issue you a credit of $65 and a 6 month extension of IFIT. The fees 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

If you have any further questions, please call our Billing team at ###-###-####.

Thank you

Customer Answer
Date: 10/26/2022

Complaint: ********

I am rejecting this response because the machine was just delivered on 10/22/2022. It is not functioning properly and therefore I should not be responsible for having to pay a freight fee regardless of what the return policy is. I can understand if the bike worked and I was just wanting to return it, but the hardware is not working properly; therefore, I should be allowed to return without a fee.

Sincerely,

***** ******
Business Response
Date: 10/28/2022
Hello,
Thank you for reaching out.
As previously stated we are not able to waive any further fees at this time.
For more information on this policy, you may reach out to our Billing team directly at ###-###-####.
Thank you.
Initial Complaint
Date:10/25/2022
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 paid thousands for what i believed was a high end treadmill. Within weeks it had issues and was unable to be used. After waiting for a large replacement part it was repaired. Now a year later it broke down AGAIN and basically the entire treadmill had to be rebuilt with parts. I have waited MONTHS for all these parts to be sent to me. Also during this time i tried to contact IFIT and Nordictrack customer services for when i would get these parts and after waiting an hour on hold was told they dont deal with that and send me somewhere else to wait forever. i was hung up on, told several different things and finally had a friend whose son works for the company get involved. Even after all parts were delivered i again had to call back IFIT AGAIN to find out when the technician could come out to fix the machine. SAME PROBLEMS! Emails went unanswered, i was put on hold for over an hour only to be told that was a different department. I am so fed up with this horrible company. Not only its bad customer service but faulty crappy equipment that is thousands of dollars. I even had an extended warranty but have shelled out 600 dollars for a technician that still has not fixed my treadmill. i asked them to work with me on this and they refused. My treadmill has been broken for 7 months and have not been able to use it. i would never purchase ANYTHING from this company again. i am so upset that i did and they have left me so frustrated it is beyond words. If you dont have parts for the machines you sell then STOP selling more! Focus on your cutomer service because i will NEVER be a customer again and will definitely let anyone i know wanting to purchase fitness equipment to avoid you at all costs. I wish i would have looked at the amount of complaints they had before.
Business Response
Date: 10/28/2022
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 expired on 03/04/2019. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. 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.
In looking into your account, we can see you have talked with our team to help get this issue resolved. A service order was created and paid for on 10/25/2022. That service order number is SO-*******. We have reached out to the technician for this order today and notified them to contact you as soon as possible for scheduling.
We also had our extended warranty team search their records for your extended warranty purchase. With the information on your account, we were not able to locate an extended warranty for you. If you have purchased an extended warranty, please call our extended warranty team directly at ************** and provide your order confirmation number.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 10/28/2022

Complaint: 18314313

I am rejecting this response because: I never stated the machine broke down within the first 30 days. You completely avoided most of my complaint by elaborating that. You can see by your records within months the machine broke down! and again for months it has been inoperable...waiting on YOUR parts and you to get ahold of a technician. I still have had nobody contact me as of yet!!! And you want your customers to wait on hold for hours ??? That is not customer service. If you guys would have acted as fast to get my machine fixed as quickly as you answered this complaint you would have no issues. Instead your customer service and inability to resolves machine issues continues. I absolutely will let anyone know not to purchase from you. Meanwhile my machine us still just collecting dust...

Sincerely,

*****************************
Business Response
Date: 10/31/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
The service order was set up on 10/25/22. The technician has 3-5 business days to contact you before we can escalate it further. Please let us know if you have not been contacted by the technician by 11/1/22 by the end of the day.
We apologize for the wait time on the phone lines. If you prefer to communicate with our ****** Services that does not involve the phone you can use our chats, https://my.ifit.com/MC/s/ and emails, ***********************
You can also send a direct message into our ************ pages on ********* Instagram, or Twitter.
Thank you.
Initial Complaint
Date:10/25/2022
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 spin bike in September of 2021. It arrived broken. They finally replaced it in March of 2022. It was also dead on arrival. From March to October 2022 they sent out a service ********** with no resolution. We've been paying for this unit for 13 months and are unable to use the bike. They said they cannot replace the bike since they had already replaced it once.
Business Response
Date: 10/26/2022
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, we can see you have been in contact with our member services team. They were able to order the necessary parts for you earlier today (Order number ICS9524404). You can track that at the following link:
https://my.ifit.com/MC/s/order-tracking
They were also able to set up a return visit for you. That service order number is SO-*******.
Were happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs.
Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:10/25/2022
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 Nordic Track , they delivered it, It was broken. It was an act of congress to return the broken equipment, they then have filed a credit collection against me on my credit (damaging) after i returned the product with no fees. This is ongoing and the are a terrible company to work with, now I have bad credit on my report because they sent me a broken machine,
Business Response
Date: 10/25/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
We have reached out to our Billing and ****************** regarding your complaint, they need some further infomation from you before we can move forward. Can you please tell us if you kept the $40 floor mat? if so can you confirm that it was been paid for?
Thank you

Customer Answer
Date: 10/26/2022
As I have told three to four of your workers at this point, I returned the mat via **** as soon as it came in. I just want to be left alone by this company who obviously cannot get its workers on the same page.
Complaint: 18309697

I am rejecting this response because:

Sincerely,

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

Business Response
Date: 10/28/2022
Hello,
Thank you for letting us know.
We have forwarded this information over to our billing team, they can be reached at ************.
You may keep this case open by responding within 7 days.
Thank you.
Customer Answer
Date: 11/02/2022

Complaint: 18309697

I am rejecting this response because:
I have a report on my credit for absolutely no reason other than this companies' negligence.
Sincerely,

*********************
Business Response
Date: 11/03/2022
Hello,
Thank you for reaching back out.
We have reached out to our Billing and ****************** in regards to the charge. They want to know if you have a tracking number for the mat. If so, please provide it and they can issue a refund for that charge.
Thank you.

Customer Answer
Date: 11/07/2022

Complaint: 18309697

I am rejecting this response because:

Sincerely,

*********************
I was told by one of your agents to refuse package of mat at post office and tell them to return to sender. I never had possession of the mat. The post office returned back is what I was told so it should be the original tracking number that was from your facility. I never received the mat.
Business Response
Date: 11/08/2022
Hello,
Thank you for reaching back out.
We have reached out to our Billing and ****************** in regards to the charge. They have issued a refund for the mat. Confirmation number, ********. The timeframe for the refund is probably **** business days. Management will be reaching out to remove those late fees as well.
Please let us know if you have any further questions.
Thank you.
Initial Complaint
Date:10/24/2022
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.
My husband and I purchased an iFit treadmill from BJs wholesale store on 11/26/2021.
The treadmill stopped working on 8/12/22.
As of today10/24/22 it is still not working.
My husband and I have called the company multiple times only for them to tell us to self diagnose the machine. They have sent out multiple replacement parts NONE of which have solved the issue. We have asked multiple times to return the treadmill for either a full refund or in exchange for a new one. The company has told us on three separate occasions that they would send a technician out. No technician has ever come. The one technician we did try to set a date with was incredibly rude to us and then just did not show up. Every time we have called the company we have been hung up on without being called back after at least an hour wait to even talk to anyone. At this point the treadmill has not been operating for months and we have had no luck with the company. When we spoke to BJs for a return they assured us a return can only be issues from the company. At this point we simply want to be refunded and we are getting nowhere with the company.
parts they have sent include a new motor, new control board, and a cable. We are still under the one year warranty that we paid for when purchasing the machine.
Business Response
Date: 10/25/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.
We have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. They have confirmed that you are scheduled on 11/3/22 from 11am-3pm. Because you bought your machine through a 3rd party we are unable to process a refund, you will need to contact retailer you purchased the machine through.
If you have any questions, you can contact our Member Services at ************** (****) with any questions.

Thank you

Customer Answer
Date: 11/18/2022

Complaint: ********

I am rejecting this response because:
We have already replaced FOUR parts and had a technician out. I do not understand why we cannot either get an entirely new machine or a refund. We are literally being given the run around by continuously replacing parts. We are now at the point that I am being told that the replacement part AS WELL AS the original part were both faulty. That cannot be. It is the machine. I would like a refund or a new treadmill.

Sincerely,

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

Business Response
Date: 11/21/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.

As your machine (model PFTL69921) was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter.
We do see there has been parts and service set up for you.

You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:10/24/2022
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.
Has not fixed machine despite it being under warranty. Taking absurd amount of time to respond and saying I have to try to fix a machine on my own based on outdated YouTube videos on my own before they will send a tech repair person despite my warranty being active and a tech already coming once and machine working again once since October 20th, and not working again by October 22.
Business Response
Date: 10/25/2022
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, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order ********** You can track that at the following link:
***************************************

They were also able to set up a service order for you. That service order number is ***********

We’re happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs. Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:10/22/2022
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.
Date of Transaction 8/2/2022
Amount paid $1937
I bought a brand new NordicTrack SE 9i elliptical (model number ***********) FROM iFIT. The business committed to provide me with a new elliptical equipment to me and install it since I paid for the white glove delivery and installation. When I started using the machine, I noticed that it is wobbly or shaking from side to side so much that it is an injury risk to use. I started to get motion sickness from using the machine because of it shaking side to side and with the fear of falling down, I stopped using it. I contacted iFIT technical support who sent out a technician to review. The technician took pictures and told me this is a big issue and iFIT should replace the machine. He also assured me he will copy me on the report he submits for the part replacement since iFit will start with part replacement first before replacing the machine. A part of ordered by NordicTrack but it never arrived. Since then, it has been 3 months of following up and numerous calls but neither the support or the service team is willing to help and disconnect the phone saying the technician did not find an issue with the machine and the case was closed out. I am at loss to understand why I am not getting the support or why the company is not willing to replace the parts or ship me a new machine. The mechanical issue continues to persists and I am still not able to use the product. Meanwhile the time window to return the machine is long over since I did not invoke a return in good faith that NordicTrack/iFIT will replace the machine or fix the issue with the new part they promised to ship.
I am now disputing that the company has sold me a broken piece of gym equipment and unwilling to replace or fix it to my satisfaction. The support and service wait times are long, in excess of 30 mins each time, and on inquiry, they do not listen to notes or recording from previous call but are quick to dismiss the case is closed with no issue in machins
Business Response
Date: 10/25/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
We have reached out to our Billing and Returns department regarding a return on your behalf. You are able to return the item, however there will be fee's assoicated with your return. We were able to get a partial refund the shipping fees and get them reduced to $125 however, the delivery fees are non refundable as they are payment to another company. 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
If you have any further questions or would like to get this started please let us know.

Thank you
Initial Complaint
Date:10/21/2022
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 treadmill and it was delivered and set-up a month ago. However, it was missing a main part. That piece cannot be delivered until the end of the year. We tried to call to get resolution and return the treadmill and they will not call us back.
Business Response
Date: 10/25/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced regarding your machine. We completely understand where you are coming from on this matter.
We have spoken with our Parts Department regarding your order, they have confirmed that the right handrail was shipped on september 21, 2022 with tracking number ******************. The left Handrail they have confirmed that they will ship out in 7-10 business days and send you tracking once it ships.
You are welcome to reach out to our Member Services at ************** (****) with any questions, or if you are experiencing any further issues.

Thank you
Initial Complaint
Date:10/20/2022
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.
My NordicTrack, for which I purchased a pricey warranty, has not worked in around 6 months. IFit or Icon Fitness, whatever they call themselves, sends part after part after part. They have even sent the same parts over and over yet the treadmill has yet to work. I have had this machine for about a year before it stopped working. All they can promise is well we’ll extend the warranty. It has not been fixed in 6 months! What does your empty promise of extending my warranty do?! Very shady awful company. I cannot believe they are still in business. This is despicable.
Business Response
Date: 10/21/2022
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 currently looking into our options. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us.
Thank you

Customer Answer
Date: 10/27/2022

Complaint: ********

I am rejecting this response because:

I have done everything you've requested multiple times since April. I've had enough of the run around. Anyone that has a warranty and issues with their machine understands what I'm going through
******* *

Business Response
Date: 10/28/2022
Hello,
Thank you for reaching back out.
No pictures or videos have been attached.
As we stated we are currently looking into our options. We will need a few things from you to add to your case.
Please provide the following information: (which are not found on your account)
-A picture of the machine’s issue: if it is the belt not moving, put the machine in a manual workout and take a quick video of what the console displays and show the walking belt
-A picture of the full machine taken further back
-A picture of the serial number decal
-A picture of the proof of purchase
Thank you.

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