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

2,365 total complaints in the last 3 years.
240 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:08/26/2022
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 bought a treadmill from NordicTrack and I used my treadmill just like a normal treadmill. 3 months later I found out IFIT has been charging me $40/month for an IFIT subscription! They took my credit card information from NordicTrack and just signed me up for their service. They said they can see I never even logged in to the fake account they setup, yet they will only refund 1 of the 3 charges. Unbelievable, $80-$120 down the drain. I will never buy NordicTrack equipment or sign up for IFIT. This is ludicrous, you can just take someones credit card details from a treadmill purchase and a totally different company starts charging you for a hidden account they set up.
Business Response
Date: 08/30/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.

We have sent this information over to our Billing team for you and had them further review your account. They have issued a refund for an additional month for your membership. This refund will reflect on your end within 3-5 business days. They also cancelled your membership as well.

If you have any further questions, please contact our Billing and Returns team at ************

Thank you
Initial Complaint
Date:08/24/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Nordic Track treadmill and had issues with it since its arrival. I finally did receive it, after a failed attempt the first time, with a damaged box. the treadmill has been squeaking due to a faulty lift bar that was since ordered by Nordic Track's parts ***** The item is on backorder and I have had the treadmill for about a month, waiting for hte part and still squeaking. I also have had a lot of aggravation, beginning with the initial delivery, to which nortic track attempted to rectify by giving a free 4 month ifit membership. I then was charged erroneously and had to contact ifit to take the charge off. I am still waiting for the part to be delivered and the repair to be made so that the treadmill does not squeak. I would like to be compensated for my aggravation because I have had a lot of it since receiving it. I am requesting a 30% monetary compensation off the cost of the treadmill itself. I think this is justifiable. that would be a total of $570.00. This does not include the cost of the assembly, delivery or warranty and solely is the price of hte actual equipment. It is faulty and is being worked on to fix but my aggravation has started from the day I ordered it. I would like to get the treadmill fixed, the part delivered and the compensation for my aggravation.
Business Response
Date: 08/24/2022
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 spoken to our ****************** regarding your complaint, they have cofirmed that you have spoken to them today 8/24/22 and were given options for compensation which you denied. We are unable to refund any additional compensation at this time, however if you would like we would be happy to extend your IFIT membership by 3 months, or provide you with a heart rate monitor. We apologize for all you have been through.
If you have any further questions, please call our Billing team at **************.

Thank you

Customer Answer
Date: 08/29/2022

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:08/23/2022
Type:Delivery 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.
On July 6, 2022 I ordered a treadmill from NordicTrack. I still have not received delivery of this treadmill as of today (8/23/22). I have chatted with more than 5 NordicTrack Representatives and also spoken with the delivery service three times. Neither of them can tell me when my treadmill will be delivered ((or even where my treadmill is) but I have already made a payment on the financing of this treadmill. The tracking shows that the delivery service has had the treadmill since 7/28. I have attached all the chat sessions and my notes on calls to the delivery service. NordicTrack keeps telling me to wait another couple of days - or another 5 days to allow Select Delivery to 'do a dock search'. However, this is going on two weeks of 'a couple days' and/or 'a 5 day dock search' which Select Delivery says they've never even heard of. This feels like they are all giving me the run around and I have no recourse to achieve any kind of resolution.
Business Response
Date: 08/29/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine delivery. We completely understand where you are coming from on this matter.
We have reached out to our Billing and ****************** and they have gone ahead and issued a new machine for you, That new order number is 2292496 which was issued on 8/24. Please allow 3-5 business days from the day it was processed to ship out and **** business days for tansit.
We apologize for all you have been through, If you have any further questions, please call our Billing team at **************.

Thank you

Customer Answer
Date: 08/29/2022

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:08/22/2022
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.
Contacted Pro Form 2 months ago about repair for our elliptical that is still under warranty. Went through 4 hours and many calls attempting to fix our broken elliptical machine. Was told that we needed a new screen/computer and it would be mailed asap. Called Pro Form today and was told they never have that part in stock. I have called many times only to be put on hold for up to an hour before I hang up call. Completely unacceptable. We are still making payments for a elliptical that is under warranty and we can't use it.
Business Response
Date: 08/24/2022
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 managment regarding your part on order. They have escalated that it be shipped out to you asap. Please allow **** business days for shipping.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:08/21/2022
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 a Proform **** treadmill September, 2021. The delivery and set up was fine. I started having issues and filed my first ticket with Proform/iFit in January, 2022. The first issue was loud noises it was making. Shortly there after the touchscreen was not working. I asked for a refund and they said I was past 30 days. Since then I have had 4 consoles replaced and the machine has been broken for more of the year I have owned it than it has worked. I have called numerous times, spoken with numerous people, spend hours and hours of my time on this and the $2000 machine DOES NOT WORK. They are going to tell in in September my one year warranty is up and that is UNCACCEPTABLE, I am begging you to help me.
Business Response
Date: 08/23/2022
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.

This morning 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. You should hear from them within the next 3-4 business days.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 08/23/2022

Complaint: 17749445

I am rejecting this response because: I do not understand what I am being scheduled for? I should not be spending any more time on this. I have asked for a refund and that was not addressed. I have spent hours and hours of my time on this problem and I need a supervisor/manager to call me not a technician. This is unacceptable at this point.

Sincerely,

*************************
Business Response
Date: 08/24/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
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 10/17/2021. 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: If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.
If you wish to read more about the return policy, you can do so at https://www.proform.com/privacy#return
In looking into the technicians notes they informed us that they ?installed a new console on the Proform treadmill. Attempted updating console software, but console keeps displaying "update failed" error. Other than update issues, tested unit; all working properly.
For the firmware update please reach out to our iFIT Software team directly at ************** M-F 6AM-10PM for further assistance.
Thank you.

Customer Answer
Date: 08/25/2022

Complaint: 17749445

I am rejecting this response because: The machine was fine for 3 months and has been broken since. I paid $22200 and the machine worked for 90 days - how is that acceptable??? How is that unacceptable for a refund or replacement? This is the problem and I will be filing a small claims suit against Proform/iFit this week as well as continue the poor feedback to the public. This is horrible customer experience and unacceptable in all ways.

Sincerely,

*************************
Business Response
Date: 08/26/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We apologize for the inconvenience this may have caused you.
As we stated, the technicians notes informed us that they installed a new console on the Proform treadmill. Attempted updating console software, but console keeps displaying "update failed" error. Other than update issues, tested unit; all working properly.
For the firmware update please reach out to our iFIT Software team directly at ************** M-F 6AM-10PM for further assistance.
Thank you.
Initial Complaint
Date:08/19/2022
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.
Nordic track failed to deliver my equipment but had charged me full price and delivery fees collecting interest prior to the equipment arriving. **************** does not answer the phone to schedule deliver or contact you to do so. After months of attempts the equipment arrived defective. The technician sent out stated he doesnt know what the machine should do and it still defective. **************** refused to waive delivery fees to pick up defective equipment (500 dollars)
Business Response
Date: 08/22/2022
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.

On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
We were able to refund the shipping fees, 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 credit you back half of the shipping fee's which is $137.19 your confirmation number is ********. You can read more about the return policy at at https://www.nordictrack.com/privacy-policy#return With half of the shipping fee refunded, you are being refunded $1403.86. You will see this amount within the next 30 days or less.

You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.
Initial Complaint
Date:08/18/2022
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.
Nordictrack Commercial **** purchased in January 2022. 3 Months after receiving I noticed the belt of the treadmill would stop moving, no matter what speed I was running at. I reached out to their impossible-to-reach customer service several times and have not received anything that even resembles help.My machine is under warranty, yet I cannot get any warranty help whatsoever.The only thing the ** has told me to do is send them a video of the issue, which requires my to record while running and shift my focus from my feet to my phone, which is extremely dangerous. This "Business" doesn't care about their customers at all and deserves to be smothered in horrible reviews and complaints.
Business Response
Date: 08/19/2022
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 you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well.
Your part order is ICS9478999. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking

Your service order number is SO-*******. The technician will be contactin gyou once the part has arrived to schedule an appointment with you.

Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.

Thank you

Customer Answer
Date: 08/19/2022

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:08/17/2022
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.
Monday night at 9:39 pm I placed an order on NordicTrack website for an elliptical machine. Around 10:20 pm that same night, I realized the elliptical was too tall for my studio so I went online and started a chat with someone from the same company called ****** and asked for him to cancel my order. He said give me a minute, and he took way too long (around 15 or so minutes) to reply that I had to ask him what was going on and he said this: "My apologies for the delay! Unfortunately, because this order has already begun processing, I am not able to cancel it, but a billing agent can help you! Please contact the billing department at ************ and they will be able to get you taken care of. You can also chat with them here https://my.ifit.com/MC/s/ .They are *******-F8 am- 6pm. Anything else I can help you with? at 10:44pm. Then it wasnt until 11:25 pm that I got an email saying that my order was just processed. The next morning (Tuesday, August 16th) I called this number ************ and the lady first said that the machine was ready for deliver and that she cannot stop it, then she said that my option was to get it delivered and then send it back, I told her that I didnt want it delivered and she said ok I can stop it from being delivered and according to our return policy you are going to get charged for $250. I tried contacting them through Ig and by email just to let them know that this is not fair at all, nothing was delivered and they are charging me with one month worth of groceries for me. I did read their return policy and it talks about the $250, but my problem with this is the fact that I tried to cancel almost half an hour after placing the order and they didnt let me, almost as if they were waiting to get it processed and charge me with it. But even if that was true I did contacted them almost an hour before I got the email saying that my order was just processed and they still didnt let me cancel. Let me know if you need more information.
Business Response
Date: 08/18/2022
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.

On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
We were able to refund the half of the freight fees, 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

You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.

The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
If you have any further questions, please call our Billing team at **************.

Thank you
Initial Complaint
Date:08/16/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an exercise equipment (NordicTrack Elliptical) and even though it has been paid in full for equipment and delivery, the equipment is not being delivered. The delivery dates keep getting cancelled with no prior information. I would like to get this delivered.
Business Response
Date: 08/17/2022

Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the delivery of your order. We completely understand where you are coming from on this matter.

This morning we have contacted the delivery 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. You should hear from them within the next 3-4 business days.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 08/20/2022

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:08/16/2022
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 Nordictrack S22i bike has been broken for 3 months. I have been on the phone with nordictrack, icon fFitness, and 3M repair more than 50 times. They have ordered parts sent the repair ************* 3 times but have not fixed the bike. I have more parts waiting but cannot get anyone to return my call for an appt. I want a replacement bike. This bike had to have repair the first month it is now 18 months old and its been broken down too many times. I have the extended warranty but enough is enough. I need a new bike. Its not fair to pay so much money and its always broken. I need help please.
Business Response
Date: 08/17/2022
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 09/24/2021. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible.
The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
In looking at your account, we can see you spoke with our team a few times this month, and a service order was set up. The technician will be coming out to diagnose any issues or required parts needed for the machine. That service order number is SO-*******. The tech will be contacting you soon to schedule an appointment with you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 08/17/2022

Complaint: 17723773

I am rejecting this response because:
There are several errors in your response.
1) I had a repair in the first 30 days so you knew my machine wasn't working correctly out of the box.
2) I have called a zillion times that is correct, I do NOT have a repair appt. 3M will not answer your or my calls. I am still sitting with another set of parts waiting for a repair. My machine has been down for 90+ days. I have had parts sent and a repairman sent 4 times and the machine still is not operable.
3) I am not asking to return it I am asking for a replacement bike. I have an extended warranty and you are not able to repair my bike in a reasonable time, therefore I am asking for a replacement. I am not asking for any monies just an operational bike.
Please be reasonable

Sincerely,

*************************
Business Response
Date: 08/18/2022
Hello,
Thank you for reaching back out.
We appreciate you taking the time to work with us, and we sincerely apologize for any frustration.
At this time we are not able to offer a replacement machine, but we are happy to continue assisting with parts and service. We will have the tech reach out to schedule with you as soon as possible.
You may also contact our Billing team directly if you have questions about the return/replacement policy: ************.
Thank you.

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