Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,173 total complaints in the last 3 years.
- 219 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:05/20/2024
Type: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.
The company responsible for delivery emailed about getting more money for "white glove" delivery and when I didn't immediately agree they stopped responding to my emails.They were supposed to call me to schedule delivery but did not. It was set up for time that I am working. I will have to miss work because they didn't follow their own procedures.They are also not helping me get it into the house and when I called for support they said they could help for more money.When I told them that I expected support for free or even a discount they hung up on me.After reading online there are many terrible reviews for this. Nordictrak is the brand I bought and they should be ashamed of themselves for this.I have no path forward and they are not helping me at all.I want the product but am so disappointed in how they have chosen to do this.
Business Response
Date: 05/21/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your delivery. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
This morning we have contacted the assembly 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 further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 05/21/2024
Complaint: 21737859
I am rejecting this response because:I already took care of this myself. They provided no value here.
They also wanted to charge me 400 to return the product. So i was forced to keep it.
I'd like to request a partial refund to the product i purchases.
at the very least I want them to change their ways. ****** delivery reviews for ifit, they are all terrible.
Sincerely,
*********************Business Response
Date: 05/21/2024
Hi ****,
We were able to get some more infomation for you regarding delivery. The delivery company confirmed 5/28 delivery date and the unit will be assembled. You will receive a time window notification 24 hours in advance and 30 30-minute call the day of delivery before arriving. Please let us know if you have any additonal questions.
Thank you
Customer Answer
Date: 05/21/2024
Complaint: 21737859
I am rejecting this response because:Again, i did this entirely myself by calling your team and *****.
I asked for compensation. If it's a no, then I just need you to say that out right. Please be forthcoming.
Sincerely,
*********************Business Response
Date: 05/22/2024
Hi ****,
Absolutely we have a couple different things we can offer you. Please pick one of the following:
- 3 months extended FIT subscription ($117 value)
- Bluetooth Heart Rate Monitor ($99 value)
- Floor Mat ($69 value)Thank you
Customer Answer
Date: 05/22/2024
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 believe the subscription will be of the most use to me. Thank you.
Sincerely,
*********************Initial Complaint
Date:05/11/2024
Type: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.
Our treadmill stopped working following a software update. We called a repair tech who informed us this issue is part of a widespread issue. I wrote to IFIT to inquire about how they could remedy the issue since it was not due to wear and tear, it was not due to misuse and was instead part of a bigger issue. After repeated back and forth over e-mail with the service department and my asking for what I wanted, I was told that since it was out of warranty, it was my responsibility. I would agree if there were any issues, such as a worn-out belt or a burned-out motor. However, this issue was widespread, affecting many customers and, in my opinion, due to negligence on their part. I can now no longer use my machine. There is power to the machine, and the Bluetooth light is on, but the control panel will not power up. Again, this is a widespread issue and I am seeking that they do the right thing and make any attempt to make things right.Business Response
Date: 05/13/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and issued you a replacement console. We apologize for all you have been through in getting this resolved. Your order number is ICS9889316 you may track it once it ships at www.ifit.com. Please allow 7-10 business days for shipping.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 05/16/2024
Better Business Bureau:
I am pleasantly surprised! Whereas the intial e-mail exchanges were frustrating, when the person taking the escalation and who responded here did the right thing. The replacement part was shipped very quickly and it was received today. THANK YOU IFIT for taking care of this issue.
Sincerely,
****************Initial Complaint
Date:05/10/2024
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.
Nordic track/Ifit is fraudulent, as a summary. They sell machine and a warranty that they don’t honor. Nordic track used to be a respected brand, but this company has no integrity. The phone trees and wait times to get service don’t lead to a person. If you persist and spend hours to finally speak to a person, they send a technician who doesn’t even have a business license, nor do they fix the problem.
In summary, they sell a warranty that they do not honor. This company is committing fraud.Business Response
Date: 05/13/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
I have gone ahead and sent you an email from our [email protected] email so that we can continue troubleshooting and getting this issue resolved for you. Please respond to that email at your earliest convienance.
Thank you
Initial Complaint
Date:05/10/2024
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.
see Attached documentBusiness Response
Date: 05/10/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
Unfortunately, the attachment did not come through, I don't see it on my end. Would you try again upon your reply? I would also appreciate a description of your issue. As well, if it's easier, you can email me at **************************************** to attach larger files and video, and we can communicate through that medium while we get this issue resolved.
Initial Complaint
Date:05/10/2024
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 Nordic track bike model S27I on November 24, 2023. In February of 2024 it stopped working altogether. I have contacted Ifit customer service numerous times to try and troubleshoot the problem. As of today none of their remedies has solved the issue, however I still continue to have to pay for a product that doesnt work. The bike is still under the 1 year warranty so it should either be replaced or someone from Ifit needs to come to my residence to determine the issue and resolve it. Their customer service is a joke and clearly that are not at all interested in backing their products when there is an issue.Business Response
Date: 05/10/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
Would you please send over pictures of your machine's Model and Serial numbers? Would you also confirm for me your shipping and billing address?
I will need this information to request a service order, upon your reply I am happy to get this sorted out, and hopefully have your machine back to standard.Customer Answer
Date: 05/10/2024
Complaint: 21693806
I am rejecting this response because:
The business has yet to reach out to resolve my issue. I am paying for equipment that does not work and the business has not been able to resolve my issue for the past 4 months.
Sincerely,
***************************Business Response
Date: 05/13/2024
Hi ******,
We replied through the BBB portal last week, but it seems maybe you did not receive our attempt to contact you.
Would you please send a picture of your Model and Serial number, as well as a video demonstrating the issues with your machine to this email address: ****************************************
Would you also confirm your shipping and billing address in your email? Upon your reply, we are happy to have someone out to service your machine.
Initial Complaint
Date:05/10/2024
Type: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 purchased a Nordic Track Commerical 2950 July 24, 2021. Today is May 10, 2024. This machine has only worked for about 6 months out of the entire time I have had it. We are light users of this machine only really walking. I have techs out for warranty repairs since day 1. Here is case history with them. As of today 3 years later. I still can't use this treadmill. Case numberModel / SKUSerial NumberCase StatusSubmitted DateClosed Date 495255NTL19221PP200C0004318NewMay 09, 2024495254NTL19221PP200C0004318NewMay 09, 2024491170NTL19221PP200C0004318NewMar 04, 2024486641NTL19221PP200C0004318NewJan 21, 2024470772NTL19221PP200C0004318NewAug 29, 2023418190NTL19221NewNov 15, 2022417678NTL19221NewNov 13, 2022330990NTL19221PP200C0004318NewAug 16, 2021330987NTL19221NewAug 16, 2021Business Response
Date: 05/10/2024
Hey *****,
Thank you for taking the time to address the issues you have encountered with your treadmill. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We sent your case to our product resolution team and they will be reaching out with more options other than continuing parts ands service. This process can take up to 14 business days. We appreciate your patience.
Customer Answer
Date: 05/13/2024
Complaint: 21693015
I am rejecting this response because: I want to see action and not just a simple email that they will escalate my case. I will close the case when I recieve actual action on this situation that resolves my 2 year battle with this unusable treadmill that they sold me.
Sincerely,
*********************Business Response
Date: 05/13/2024
Hi *****,
We appreciate your continued patience and working with us. Please notify us by the 14 business-day window whether you have been contacted, we will keep an eye out for this resolution and remain in contact with our team to make sure your issue is resolved.
Customer Answer
Date: 05/15/2024
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:04/29/2024
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.
iFit has an active recall on their NordicTrack 50lb iSelect Adjustable Dumbells, in good faith i returned the faulty product to them on January 29th. They are supposed to refund the amount of the purchase of $467.07, I have spoken to them on various occasions and they keep saying payment was sent, i was given 2 different dates on which they say the payment was sent and nothing has been done. I believe at this point this recall is fraudulent as i keep getting lied to when i speak to customer serviceBusiness Response
Date: 04/30/2024
Hello ****,
I'm sorry for the experience you have had, we completely understand where you are coming from on this matter. After reviewing your refund status your check was cut and mailed on 4/15/24 with domestic shipping with USPS. This will usually take 7-14 business days to arrive to you.
Thank you
Customer Answer
Date: 04/30/2024
Complaint: ********
I am rejecting this response because: I have been told that the check was mailed on April 8th, and was told previously it was sent on March 26th. Now this response says April 15th. Additionally It does not take 10-14 days to receive a letter from the USPS. I don't believe given the previous lies on the date the check was mailed that anything was mailed. So I would like to keep this case open.
Sincerely,
**** ******* ********Business Response
Date: 04/30/2024
Hi ****,
We completely understand where you are coming from and are happy to keep this open until you receive the payment. Thank you
Customer Answer
Date: 05/01/2024
Yes will keep it open, however you have yet to explain why I keep getting lied to when I call customer service and they give different dates as to when the check was mailed.
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ******* ********Business Response
Date: 05/02/2024
Hi ****,
We apologize for the frustration caused by this recall, we can assure you that we are diligently working through the recall volume to get refund checks out as soon as possible, We apologize that it's taking longer then the anticipated time frame. We can assure you that you will be receiving your refund shortly.
Thank you
Customer Answer
Date: 05/07/2024
Complaint: ********
I am rejecting this response because:You mention (this time) the check was sent on April 15th, and that it would take up to 14 days to receive, although the USPS does not take this long in delivering mail). Now it is the 16th business day, The 22nd day in general from April 15, and no check was sent. Do you have proof that this was sent or a check stub where you can prove this was actually sent (as I am certain it wasn't)?
Sincerely,
**** ******* ********Business Response
Date: 05/08/2024
Hi ****,
We apologize for the delay, we have cofirmed as of this morning 5/8/24 that your check was cut and mailed out in a bulk shipment with the United States Postal Service as of 4/15/24. We apologize for the delay you should be receiving it soon.
Initial Complaint
Date:04/25/2024
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.
My IFIt dumbell set was recalled. I sent the items back to Ifit as requested. I was told I would receive my refund check within 30 business days. At 31 business days I reached out to the company. They said my check was sent on 4/8/2024 and will arrive within 10 business days. At 11 business days I still had not received my check. I was told to wait longer. Now we are at 15 days since the check was sent and 60 days since i sent the product back. This is unacceptable. No one can verify when I will receive the check. I have also seen online that people are not getting their check and this appears to be a scam.Business Response
Date: 04/26/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this.
I have reached out to our billing team and they have let us know the check was mailed out on 4/16/2024 and it can take about 10 business days for you to receive it. You should be receiving it soon.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Customer Answer
Date: 05/02/2024
Complaint: ********
I am rejecting this response because:
It has been bow 13 business days since you claim this check was sent. I still have not received it. Your support has given me different dates of when it was or will be mailed.
Sincerely,
******* ***********Business Response
Date: 05/03/2024
Hi *******,
I'm sorry you haven't received your check yet, we can assure you that it has been sent, it was shipp on 4/16 with check number ******. They get shipped out USPS first class. If you don't receve it by monday please let us know.
Thank you
Customer Answer
Date: 05/06/2024
Complaint: ********
I am rejecting this response because:You asked to reach out if my check still had not arrived by today. I did not receive it Today and it still has not arrived.
Sincerely,
******* ***********Business Response
Date: 05/07/2024
Thank you for getting back to us!
It looks like the refund was still processing, please expect the refund to arrive by 05/16/24. I'm sorry for the delay once again. Until that day, I am unable to authorize a new refund to process. Thank you for your patience, and please send us a message if you do not receive the refund by the date above.
Thanks again.
Initial Complaint
Date:04/24/2024
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 bought a treadmill at the end of January from iFit. Spent $1,388 and change for it. Checked a statement on my credit card I used this month and found out they've been charging me $41.73 for February and March, twice, and now they refuse to reimburse me. They said it's a monthly membership program to get extra benefits that I would have never ordered, and the salesman never mentioned. I bought the unit on the phone, not once was a membership brought up. I bought a treadmill and the extended warranty, I would have never signed up for a monthly fee ongoing. So they took $83.46 for 2 months and now all they did was cancel it and took my credit card off of their system. They say it's policy and will not give me my money back. When I asked for a manager I got an email address, they said that managers weren't taking calls. ***********************************Business Response
Date: 04/26/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this.
We have a 14 day refund policy for the monthly membership. As we did not hear from you within the first 14 days we are not able to refund those charges.
You are welcome to reach out to our IFIT support at 1-833-680-iFit (4348) with any questions.
Thank you
Initial Complaint
Date:04/23/2024
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.
My treadmill stopped working in December. I filled my request for service. It took a month for a service person to be scheduled and to evaluate the issues. It took until February for the parts to arrive. The technician came in March to install the part to fix the belt, but ordered the wrong part for the fans. Had to wait for the technician to upload his notes (took 3 weeks). After several calls and emails, the part was sent. I had to call and talk to two service people to get the service waived because of the technicians error. I was told that the service tech would call me in 3-5 days. It has been 14 days and I have yet to hear from anyone. I reached out again today 4/23/24 and I am being told to call back again because I have to pay a fee. I have been very patient and am not satisfied with the process what so ever. All I am asking for is my part installed with no additional cost as soon as possible please.Business Response
Date: 04/24/2024
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 had this service order escalated for you and the technician should be contacting you within ***** business hours for scheduling to help get this resolved for you as quickly as possible.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank you
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