Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,374 total complaints in the last 3 years.
- 243 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:07/22/2022
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 a treadmill with delivery and assembly. I have had to receive two separate treadmills because of damages and the cords were missing. I called customer service and they said they would send me the correct cords and they were the wrong cords. I cannot get anyone to help me and they will not reimburse me for assembly even though it was never completed.
Business Response
Date: 07/25/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
In looking into your account, we spoke with our parts team regarding your console connection issue. They explained the part sent was just the console and that you would need the wires attached to the old console to be able to connect your new console to the machine. The wires needed from the old console are all connected to the console pivot bracket. We have attached pictures to help show the wires and console pivot bracket that will need to be put on the new console. Those are the wires that connect to the machine. Please let us know if that resolves the console connection issue or if additional parts are needed.
We also spoke to our billing team regarding your reimbursement request for assembly. They confirmed with the assembly team that the machine was partially assembled, so we have partially reimbursed the assembly fee. The reimbursement amount is $109.00, confirmation number ********.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:07/20/2022
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 ordered a rowing machine on march 4th 2022. The machine was delivered on March 29th. I called in because the screen would not turn on and the delivery people damaged my flooring, waited on hold for over 3 hours as well as sent emails etc. Finally after many hours on the phone a service person was able to talk me through taking a piece off and checking the wiring which allowed the machine to work for a few weeks. It began having the same issues shortly after. They had to order a new screen and they informed me that they do not have service technicians in my area. What???? apparently we have to fix the machine ourselves after paying a white glove set up of $250. So my husband spent a day fixing our flooring as well as fixing the rowing machine. I no longer want this machine but was told by Nordic Track that they will charge almost $1,000 to return. After I disputed this, they decided that I am outside of the 30 day window to return.Business Response
Date: 07/21/2022
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.
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 4/30/2022. 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 do have the option that if you would like to hire your own technican to fix the machine our service deparmtent will issue a refund of the service. If parts are needed please to make sure the technician contacts us to get those parts sent out as your machine is still under warranty.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 07/28/2022
Complaint: ********
I am rejecting this response because: Your business is in the business of ripping people off and I will NEVER purchase from you again. You are not fixing the issue. Your delivery people ripped up my flooring transition and you have not even commented on that! My machine did not work from the day it was delivered as well as the fact that you do not answer your phones so how exactly are consumers supposed to get in to your so called 30 day window? I should be refunded my "white glove" delivery set up as my husband had to take the whole machine apart and fix it himself.
Sincerely,
***** *******Business Response
Date: 07/29/2022
Hello-
Thank you for reaching back out.
We apologize if the delivery company caused damage when delivering the machine. If that is the case you will need to contact the delivery company to resolve the issue.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you.
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