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.
- 218 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:04/05/2024
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.
This complaint is in regards to my Nordic track c1750 treadmill. Once I cancelled my iFit membership mid 2023 all of a sudden I got an error code on my screen which rendered the treadmill inoperable. In contacting iFit support their final offering to me is to purchase a new console for $1300usd. This is nearly as much as the purchase price of the treadmill. Rediculous! The treadmill is less than 5 years old and it now seems to be my financial burden that iFit doesn’t have the ability to correct /update their own software on their own product. I can see from a google search that this is not an uncommon problem and in fact there is a class action law suit filed by some people in the US because this has happened to many many purchasers of iFit products. Even if there was a way to override all the software/tech and just use the treadmill manually at this point I would accept that. I will not accept having to purchase a new console. Steer clear of iFit.
Business Response
Date: 04/08/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your (machine name). 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 one time courtsey console. Your order number is *********. You may track it once it ships at ************
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: 04/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I would like to know the contact of who will be sending me the console. (I’m not sure they have my address, I don’t see an option for tracking the shipment or was given a timeframe when the console would even ship.) I hope this isn’t just a generic response to close the issue.
Sincerely,
***** ******Initial Complaint
Date:04/04/2024
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.
In February of 2024 I ordered a 1750 Tradmill via the NordicTrack website, the treadmill was on sale. A sales rep contacted me within days to tell me that this model was out of stock but he could upgrade me to a better model at a discounted price. I agreed and we proceeded with the order. He said to give the order 2-3 weeks to deliver, but it normally wouldn't take the full shipping time frame. After 2 weeks and not hearing from the company, I contacted the sales rep, no response. I contacted the sales rep 3 more times with no response before contacting the company via phone and waiting on hold for 45 minutes. They did show that the treadmill was in my area, but didn't show a delivery date so they said they would look in to it and contact me back. Week 3 no contact back. I was finally able to get contact information for the shipper who opened a case. Within 3 days they said that my treadmill was found damaged, and asked if I wanted to get parts to fix it myself. I declined, it's a lot of money for the treadmill and I would like to receive it undamaged. They said they would ship a new treadmill. Week 4-5, no response no treadmill, and the new order could not be tracked. After countless "chats" and phone calls, they finally chose a time they would like to deliver, even though we paid extra for in home delivery and let them know our time frames, and on week 7 it delivered, but it was the original 1750 and we were now making payments on the newer expensive model!! When we called NT, they only offered 6 months if their service and a heart rate monitor and credited the difference between the 2. I WILL NEVER ORDER FROM THIS COMPANY AGAIN. Absolute terrible customer service and experience.Business Response
Date: 04/05/2024
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 ************ of contact for any assistance you may need moving forward.
We sincerly apologize for the experience you have had regarding the shipping of your machine. This is absolutely not what we want our member experience to look like and can assure you we are taking action on this to ensure that it doesn't happen again. We appreciate your feedback!
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 youInitial Complaint
Date:04/02/2024
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.
Treadmill will not respond after power outage. Reset completed and still a brick. I called Nordic track and ifit and no resolution has been offered!!!Business Response
Date: 04/08/2024
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 new console. Your console order number is **********. You may track it once it ships at ************, 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 youInitial Complaint
Date:03/30/2024
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 have a Nordictrack C1750 treadmill and the screen has stopped working and the treadmill is unusable. My model has no factory reset and there is no way to fix the screen. The treadmill is an expensive, useless piece of junk and Nordic track provides no fix.Business Response
Date: 04/01/2024
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.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please provide the following so that we may assist you better:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:
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!Initial Complaint
Date:03/30/2024
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 treadmill and bike from NordicTrack. Both items stopped working after the iFit update. I called repeatedly to try to get them fixed and resolve the issue. They would not replace the console and told me that I had to pay $500 to get new consoles, even though it was their update that caused the system to crash. I finally purchased one console for my treadmill and was forced to pay $587 for it. The bike is still sitting useless. I would not reccomend this equipment to anyone. It's been a total lack of accountability from the company.Business Response
Date: 04/01/2024
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, I can see that we may have missed some troubleshooting steps, I apologize for the lack of training and will notify the agent's supvisor of such actions. I however would like to claify a few things on your console. Can you send me two pictures? one of the console powered off and one with the console powered on? I know they both will be black I just need to document such. Also do you have a bluetooth light that is lit on your console? These will help claify a few things for me.
If you have any further questions, please 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 youInitial Complaint
Date:03/29/2024
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.
I got on my Ifit Bicycle this morning and was greeted on the screen with a notice that my account is locked and I now have to pay cloe to $400.00 for access to the videos. I just paid that in February. No problem just get in touch with iFit, right? The company puts up a maze of obstacles and the "Chat" goes to another Utah company and does not respond. My thinking is, I already pay roughly 30% of the purchase price annually to be treated like this and to have a company intentionally cut off service and then creat obstacles and barriers to service--I want it fix, as in right away or refund the February payment of $396.00 made on February 23, 2024.Business Response
Date: 03/29/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your IFIT membership. 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 careful review of your account I can see that you have 2 different account, one is under m*********@outlook.com and the other one is under *******************. The paid subscription is under *******************. Please make sure you are using the correct email for login. If you are still experiencing issues please let me know. I'm happy to help!
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!
Customer Answer
Date: 03/29/2024
Complaint: ********Hi, I tried both emails. I reset passwords for each (BTW) with not luck. I get the same advertisement that will not allow me to use the videos. Question: Can you reboot the machine from your end? I will be glad to disconnect the machine also if that will help,
Thanks, looking forward to hearing from you.
Business Response
Date: 04/04/2024
Hi,
Could you send us an image of the screen you are getting? This will be helpful in troubleshooting.
Thank you
Customer Answer
Date: 04/07/2024
Complaint: ********
The BBB system will not accept photos send me an email and I’ll get it to youthanks
**********************
Sincerely,
**** *********Business Response
Date: 04/08/2024
Hi ****,
Please send them to **********************
Thank you
Initial Complaint
Date:03/27/2024
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.
My wife and I bought a brand new treadmill from norditrack from the company website for a little over $2000. Within the first 30 days the treadmill motor was having issues, making a loud cranking noise when the treadmill would incline or decline. We reported it to customer service and it was confirmed that we had a problem after they watched the video we emailed them. A few days later a bolt that held the railing to the base of the treadmill broke completely off. Part of the bolt is still in the s**** hole, the top fell off. This was again reported to norditrack. The company decided to mail us a new motor and a pack of screws and emailed us instructions on how to fix the treadmill. We have owned this treadmill less than 60 days, paid over $2000, and they want us to fix it? Horrible customer service, and for that price you would expect them to come to our house to fix it. Extremely disappointed with the product and the service. This treadmill seems like a lemon and shocked that they are not coming out to fix it our replacing the unit for free.Business Response
Date: 03/27/2024
Hi ******,
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.
After reviewing your account, I can see that you have a service order open for a tech to come out and inspect you machine as of 3/26/24. I'm happy to compensate you $107.00 to see that service call through so the technician can repair you machine. If the tech is unsuccessful in his efforts we are happy to look into other options we have as well.
The tech will be reaching out to you to schedule your appointment.
Thank you
Customer Answer
Date: 03/27/2024
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:03/26/2024
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 am writing to file a formal complaint regarding the detrimental impact of a faulty iFit software update on my NordicTrack Commercial 1750 treadmill. The update, implemented in December 2022, has rendered my treadmill, identified by Model No. NTL14129.10 and Serial No. *************, completely inoperable.
Since the software update, my treadmill has been unusable for over 15 months, significantly disrupting my fitness routine and causing distress. Despite my efforts to resolve the issue, including a service call on January 30, 2023 (ICON Order Number: ICS959555), I have not received a satisfactory solution.
The proposed resolution, which suggests purchasing a new display console panel (OEM No: ****** ************) at a cost of $600, is both impractical and financially burdensome. This cost is unreasonable for a product initially priced at $2,500 and expected to deliver reliability and durability.
Furthermore, my experience is not unique. A quick search reveals numerous complaints from other consumers experiencing similar issues with their iFit-enabled fitness equipment. This widespread problem requires urgent attention from iFit, potentially necessitating a product recall.
I implore iFit to take responsibility for the consequences of the faulty software update and provide a swift and satisfactory resolution. I demand a new console and installation at no additional cost, as well as a refund or credit for the 15 months of iFit platform services that I have been unable to utilize.
As a loyal customer, I expect iFit to uphold its commitment to excellence and prioritize customer satisfaction. Failure to address this matter promptly will further damage the company's reputation and exacerbate the frustration of loyal consumers.
Please contact me at ###-###-#### or ******************* to discuss the necessary steps to resolve this issue. I expect a satisfactory response that acknowledges and rectifies the injustices I have endured.
Sincerely,
***** ********Business Response
Date: 03/27/2024
Hi *****,
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.
After reviewing your account we can see that a console order was placed today 3/27/24. I have gone ahead and requested a one time courtsey technician to come out and install the console for you. Once the console arrives the tech will be notified and will contact you for scheduling.
As for your request to extend your IFIT membership I am able to add 6 months of downtime to you account for your inconvienance. Please specify what email is assoicated with your membership so we may get that added.
Thank you
Initial Complaint
Date:03/24/2024
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.
Purchased a NordicTrack S22I Bike 12/14/24
Contacted IFIT because the software does not work. Calories burned and cadence is always 0. The software will not save or track workouts, Maps does not work. All I can do is watch videos. This has been going on for several months. They keep having me reset the software and last they had me do a paperclip reset on the bike and it still does not work. I have asked them to get parts and service involved many times and they won't. The bike does not work as advertised. I also purchased an extended 3 year warranty. They have stopped contacting me and will not repair the bike.Business Response
Date: 03/25/2024
Hi *******,
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 gone ahead and requested a technician to come out and inspect your machine. I've also ordered some replacement parts that will ship directly to your home. Once those arrive the technican will be notified and will contact you for scheduling. You parts order number is ********** you ,may track it once it ships at ************. Your service order number is ********** for your reference.
Please let us know if you have any additional questions.
Thank you
Initial Complaint
Date:03/20/2024
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.
On January 3, 2023, we purchased the NordicTrack 50 lb iSelect dumbells. On February 1, 2024, I was notified that the dumbells were recalled. On February 12, 2024, all the required paperwork was submitted and dumbbell handles were shipped. In an email, they said it would take 7 - 14 business days to process once they receive the handles. By 2/16/24, iFit received the equipment, an email was sent to Accounts Payable to process my refund. As of today, 3/20/24, I still have not received my refund. During a call with an agent on 3/12/24, the agent assured me I would receive the check by 3/19/24, but I did not receive the check. When I called today, 3/20/24, the agent said it would take 30 business days to receive the refund check but could not tell me where that refund information was documented to reference. Each time I speak with someone at iFIT, they provide different information and the timeframe of when I should receive my check changes. I want a clear answer and would like the check that is promised to me.Business Response
Date: 03/25/2024
Hi *******,
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.
After reaching out to our product resolutions team regarding the status of your refund, they have confirmed that your refund has been submitted and is currently processing. Please allow 30 days to receive the check via mail.
You can reach them at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 03/26/2024
Complaint: 21461040
I am rejecting this response because: the email said that it will take 30 days to receive the check, it has been over 30 days that iFIT received the equipment. They received the equipment on 2/16/24. It is now outside the 30 day timeframe that was given in their response. I've called the phone number they provided several times, each time I speak to a representative, they tell me a different date each time.
Sincerely,
*******Business Response
Date: 03/27/2024
Hi ******,
We apologize for the delay, we can assure you that we are doing everything we can to process your recall as quickly as possible. the 30 days starts from the time that the refund was processed not when we recieve the handles back. We apolgoize this was not accuratley expressed to you. We apologize for the inconvienance.
Thank you
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