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 ComplaintThe 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:09/28/2022
Type: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 the treadmill August 28,2022. Received the treadmill on September 12,2022. We were able to put together the treadmill the next day. After putting it together, we went to calibrate the incline and the treadmill started going up sideways. A plastic piece broke and it continued to break break the plastic piece further. We attempted to stop the treadmill from further incline and it stopped working and has not turned on since. I originally agreed to work with their parts and service department, though after waiting on hold for 2 hours to speak to someone, they finally informed me that there was a glitch in the system and nothing was ordered. That was 9/23. I decided to do a return since I am not able to use the treadmill and it is sitting there collecting dust at this point. I was informed I am responsible for the return shipping cost because it is not documented that it is a machine problem. They first woman I spoke to on 9/14, after taking pictures and going through that whole process, stated that the base looks like it was not balanced during manufacturing or it got bounced around during shipping. Now I am waiting on a delivery company to contact me to pick it up. I do not think I should be responsible for the shipping/return cost of about $260.00. I never even got to use the treadmill! It malfunctioned on calibration and continues to not even turn on! Dealing with all of this has been stressful and a complete nightmare! I should have read the reviews before purchasing this treadmill. It has caused me unnecessary stress and anxiety. I should not have to fight about not paying the shipping/return cost!
Business Response
Date: 09/29/2022
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.Our Billing and ****************** has gone ahead and refunded you an additonal amount of $132.50. Your confirmation number is 60352465.
If you have any further questions, please call our Billing team at ************.
Thank youInitial Complaint
Date:09/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Commercial **** treadmill from NordicTrack. I assembled the unit and it was dead on arrival. I have put in two support requests and have not heard back on either of them I'm conflicted as I would like a working unit but if I wait much longer NordicTrack will not honor the return as it will be outside the return window. Based on what I've read, I don't want to return it as it will cost me approximately $600 for the pleasure of assembling it, disassembling it and getting no value out of it.Business Response
Date: 09/28/2022
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.In looking into your account today, we see that a member of our member services replied to your service request today 9/28/22. If you will continue to work with them on getting this resolved for you, otherwise please provide the following:
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL (optional):
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:
PRICE OF MACHINE:
STATE THE PROBLEM WITH VISUALS:Thank you
Customer Answer
Date: 09/29/2022
Complaint: 18138492
I am rejecting this response because: this issue is still unresolved. It is true that I was contacted by a support company once, which I responded to quickly, but I haven't heard not heard back from them in over 24 hours and have no faith that they will respond in a timely manner.
Sincerely,
*********************Business Response
Date: 09/30/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
In looking into your account today, we see that a representative of our member services replied to your service request today 9/28/22 and 9/30/22. If you will continue to work with them on getting this resolved for you.
Thank you.
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