Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,262 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:08/07/2025
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 an iFit Nordictrack X24 treadmill on April 22nd and it was delivered May 1. It has broken down on me twice. The first time, a technician came out on July 28 and replaced the drive motor and front rollers. The breakdown has since occurred again and it is getting progressively worse. I was unable to use my machine for a month while waiting on the repair date. The repair date was July 28 and now it is August 7 and I can't use it again. Nordictrack iFit wants to send another technician. I want a replacement/exchange as I am outside the 30-day window of a refund. They have not honored this request and I am beyond frustrated.
Business Response
Date: 08/11/2025
Good Afternoon *****,
We greatly appreciate your outreach, and provision of your concerns!
I apologize that you have run into some issues so early on in ownership, I can certainly understand why this would be frustrating. As things stand we are requesting that you allow us to carry out the current repair. If this additional repair is unsuccesful we can then plausibly explore the option of issuing a replacement unit.
I will see that this is carried out as promptly as possible, and am happy to remain in contact until a solution is met for you.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025
Complaint: 23714865
I am rejecting this response because: I have already spoken with multiple iFit customer service representatives and have been repeatedly rerouted, only to end up back at the beginning without progress. Based on this experience, I’ve learned not to accept or close any case until a clear action and resolution are provided.
I appreciate your acknowledgment of the issues I’m experiencing with this treadmill so early in its ownership. Despite having two parts replaced (the drive motor and front rollers), the treadmill remains non-functional. You insist on sending the same technician who was previously unable to resolve the issue. I specifically requested a different technician, but was informed that no alternatives are available in my area.
At this point, I am requesting a full replacement of my brand-new, defective treadmill.
Sincerely,
***** *******Business Response
Date: 08/13/2025
*****,
Thank you for your response!
Again, I want to apologize for the frustrations associated with your experience up to this point. I double checked and was able to confirm that you are correct, the original technician is the only one available to service your area. I understand his original attempt was unsuccessful, but where there is still high prospect for repair we would like to follow through once more on such efforts before looking into the option of a total replacement.
If again his second attempt is unsuccessful, I would be happy to personally assist with next steps. Thank you for understanding our position, and being willing to work through the proper steps!
Best,
iFit BBB
Customer Answer
Date: 08/14/2025
Complaint: 23714865
I am rejecting this response because and I will be keeping this Better Business Bureau complaint open, as it appears that the only consistent and reasonable communication I’m receiving from iFit is through this platform. The issue remains unresolved, and until it is fully addressed, this complaint will not be closed.
My interactions with iFit customer service have been frustrating. Representatives often encourage me to leave positive reviews about our conversations, but once I do, follow-up communication ceases entirely. I’ve experienced repeated instances of being ignored after leaving a review, which undermines trust in the process.
I’m also tired of having to retell my story to multiple representatives, only to be passed around without resolution. Most recently, a representative assured me she would follow up the next day—this was seven days ago, and I have yet to hear back. Despite sending five follow-up emails to her work address, I’ve received no response.
This pattern of neglect is consistent across my experiences with iFit. Based on this lack of follow-through, I no longer trust that direct communication with representatives will lead to resolution. Therefore, I will continue to use the Better Business Bureau as the primary channel for communication, as it is the only avenue through which I am receiving any response.
Sincerely,
***** *******Business Response
Date: 08/14/2025
*****,
No problem, I understand and am happy to remain in contact until your situation is fully addressed.
I see on the service order that the tech has contacted to reschedule, unfortunately however I do not see that a specific date has been selected.
Do you need my assistance with getting this scheduled? Please advise if so.
Best regards,
iFit BBB
Customer Answer
Date: 08/14/2025
Complaint: 23714865
I am rejecting this response because: It’s been five business days, and I have not heard from the technician to set up the appointment
Sincerely,
***** *******Business Response
Date: 08/15/2025
*****,
The tech added notes to the service order reflecting an outreach yesterday. Can you please check all of your inboxes to ensure that this was not missed?
Regardless, I have asked our service coordinators to request that the tech reach out again.
Thank you,
iFit BBB
Customer Answer
Date: 08/18/2025
Complaint: 23714865
I am rejecting this response because: I am waiting on a complete resolution. The technician did call and the earliest availability is August 27. This is the same technician as last time.
Sincerely,
***** *******Business Response
Date: 08/18/2025
Thank you, *****! More than happy to stay in touch until this is completed.
Best regards,
iFit BBB
Customer Answer
Date: 08/19/2025
Complaint: 23714865
I am rejecting this response because: I will keep the complaint open until resolved. Thank you!
Sincerely,
***** *******Initial Complaint
Date:08/05/2025
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 treadmill on 6/23/25 and I have had numerous issues with order, delivery, and shipping. The order is still not complete. The treadmill has been delivered and I have experiencing issues having the treadmill moved to the room I would like it assembled and then assembled. I paid for this service (White Glove Assembly). I have been getting the runaround and this is a major setback to my marathon training.Business Response
Date: 08/07/2025
*****,
Thank you for reaching out with your concerns! I apologize that this experience has been a frustrating one.
I spoke with our team over home delivery and they have confirmed that an order is already instated with a delivery crew to come move and assemble your unit. We show on our end that they are scheduled to come on Saturday, 8/16.
If this is not correct according to your records, please let me know!
Best regards,
iFit BBB
Customer Answer
Date: 08/07/2025
Complaint: 23702537
I am rejecting this response because: The delivery is not timely. I would like the treadmill that was delivered on 7/27 to be installed immediately. The installation date is 2 weeks from now. Furthermore, I have not been provided any compensation for poor customer service, the item has been ordered since 6/25. I never received any communication or follow up until nwInitial Complaint
Date:07/24/2025
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 March 2020, I purchased a NordicTrack Commercial S22i studio cycle along with a 4 year warranty and 2 year iFit membership. I have renewed the extended warranty every year as well as the iFit membership. I started to have problems with the app and console within a year. In March 2022, I contacted iFit customer support about the system crashing during workouts. Support told me it was my WiFi, so I spent extra money and upgraded my router and rearranged by entire room so that the bike was less than a foot from the router (I seriously could touch it from the bike). The system crashing during workouts continued to be sporadic, but in September 2024 I started to have additional problems. Specifically, the resistance would not increase or decrease in workouts. I also could not browse workouts without the system crashing. In October 2024, a technician came out to replace some parts that may be affecting the resistance but when he took the bike apart he determined that it was not a hardware issue and did not replace anything. The problem continued and in May of this year, I contacted customer support again. I exchanged multiple emails with support with no resolution. My last email to them in June received an automatic reply that they no longer have email support. I can no longer use the bike because it has no resistance and constantly crashes. I called the customer support number today and was disconnected after an automated message saying that the office was closed for the holiday (today is not a holiday in the USA). I attempted contact through the chat feature but received an automated message saying the office was closed. Both attempts at communication were made during the posted business hours. After a look online my issues are similar to many other customers. iFit makes no improvements to its software and refuses to provide customers support. Meanwhile, they continue to mange the auto renew of my membership with no issues.Business Response
Date: 07/25/2025
Good Afternoon *****,
I am so sorry to hear of the issues you have encountered! I can certainly understand why this would be frustrating.
Alternatively, our offices were closed yesterday in observance of Pioneer Day which is a state holiday where our headquarters are located. Your patience in awaiting a response has been so appreciated.
At this time I believe that the Console on your unit likely needs replacement. If the software troubleshooting has been seen to, as well as any personal household adjustments have been made, then this would be the next step! Please confirm your units model and serial number and I can see to sending this replacement on your behalf.
Have a wonderful weekend!
Best,
iFit BBB
Customer Answer
Date: 07/25/2025
Complaint: 23650711
I am rejecting this response because:I just spent 7 hours today with various agents in Software, Hardware, Extended Warranty, and Non-Warranty. I was disconnected every single time that I was transferred to a new department except for the time that I was transferred from Extended Warranty to Non-Warranty. Each time I was disconnected and called back, I had to wait between 35 and 50 minutes before I was connected with an agent. I was on hold for 40 minutes after Extended Warranty transferred me to Non-Extended Warranty. After the Software agent did a video conference and had me uninstall and reinstall a bunch of stuff, I was transferred to Hardware where the agent did a video conference, and determined that I needed a resistance motor and controller. I was told that everything was under warranty and was transferred to UTS/Extended Warranty. There, ***** questioned why I needed a new controller (not even sure what a controller is) and stated that my warranty had lapsed on labor and needed to be transferred to non-warranty to schedule a technician to come out and install the new parts. First, I did not know that my extended warranty for labor had expired. I have purchased the extended warranty every year since I've owned the bike, so I was surprised that this happened. Second, even if the extended warranty for labor has expired, we are still trying to resolve the problems that I first reported in August/September 2024 when I had the extended warranty for labor. At that time, a technician came out to my office and after I received the parts and he determined that I did not need to replace the parts and instead that I should contact support because it was likely a software problem. Since that time, I have been going back and forth with I assume software via email until iFit discontinued its email support for chat and phone support. All of the back and forth with support regarding my bike issues (i.e., the app crashing during workouts and when browsing for workouts and no resistance on the bike) were done while I had the extended warranty. I should not be penalized because the company took so long to diagnose and try to solve the problem. I need to note as well that when ***** ordered the parts, he took it upon himself to not order the controller. I assume it is because he determined that I don't need it even though he was not part of the video conference with Hardware support who made the diagnosis and recommendation. It is these kind of actions that have delayed fixing my bike. So, a technician would come out and determine I need a controller and now I have to call support once again and go through the motions before one could be ordered and then a technician scheduled to come back out. I want to be refunded the $150.00 that I just paid to schedule a technician to come out to my house to fix my bike, and I want information on how I can extend the warranty for labor on my bike since it continues to have problems and it continues to take months for iFit support to diagnose and solve the problem.
Sincerely,
***** ******Business Response
Date: 07/29/2025
*****,
I am sorry that you had a poor experience with customer service. I can understand how the transfers and contradicting information would be extremely frustrating!
I would be happy to issue a refund for the service visit as a one time courtesy for your troubles. Do you feel this is fair? Alternatively, if your extended warranty lapsed without renewal I am unsure that UTS will allow you to opt into a new extended warranty plan. You can discuss this by calling them directly at ***** ********.
If you have trouble reaching them, or further questions, please let me know.
Best regards,
iFit BBB
Customer Answer
Date: 08/04/2025
Complaint: 23650711
I am rejecting this response because I am entitled to a refund for the service call because UTS has confirmed that my warranty did in fact not expire. Instead, I had purchased a 2-year renewal but it was posted to the wrong contract number so I'm assuming that this information was not available to the customer support staff who handled my repeated calls. I am currently covered for both parts and labor until 03/21/2026. As such, I would like a refund in the amount of 150.00. As for my troubles, I would like to know what iFit is doing to address the clear problems it has with its technical support. It is not acceptable to be repeatedly dropped from calls and it is unreasonable to take months to address a customer's reported problems with their equipment. From what I have read online, this is a continuous problem for many customers.
Sincerely,
***** ******Business Response
Date: 08/04/2025
Good Afternoon *****,
I have initiated the refund process for any cost incurred due to the service visit. It will be evaluated, approved, and then returned to the form of purchase within the next billing cycle.
As long as UTS has resolved the contract situation on their end, this should not be a problem again. Additionally, you are always welcome to call them directly to handle the set-up of anything under their specific coverage.
Improvement is something we continously strive for, and feedback from valuable members likes you allows us to acknowledge pain points and make the necessary changes. We will continue to advocate for you, as well as offer the best resources for our teams continued growth and success!
Have a great day.
Kindly,
iFit BBB
Initial Complaint
Date:07/18/2025
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 NordicTrack treadmill through Amazon a few years ago. Within a few months, it stopped working completely. I contacted the manufacturer, iFIT (formerly ICON Health & Fitness), and after multiple calls and delays, they sent a replacement. Unfortunately, that unit also malfunctioned shortly after delivery. This began a frustrating cycle that has continued for years.
Every time I reach out, the company sends the same exact model, which continues to fail within days of installation. Technicians have come out, but the problem is never fully resolved. The treadmill either won’t power on, malfunctions during use, or becomes completely inoperable shortly after set-up. Despite repeated complaints, the company has offered no permanent fix, upgrade, or refund — just temporary band-aid solutions that never last.
This has caused significant stress, wasted time, and money. I expected a long-lasting, quality product, especially at this price point. Instead, I’ve been left with a product that has never worked reliably and a company that fails to take accountability.
I’m seeking either a full refund or a replacement with a different, reliable model. I can provide receipts, emails, and serial numbers if needed.Business Response
Date: 07/25/2025
****,
Thank you for bringing your concerns to our attention! I am sorry that your experience with us has been less than satisfactory.
Before any determinations can be made, I will need to evaluate all previous repair and replacement attempts. The phone number and email associated with your BBB claim are not pulling an account with a past record. Would these details be stored under a different name, and/or alternative information? Please advise.
I look forward to further communicating, and hope you enjoy the upcoming weekend!
Best regards,
iFit BBB
Customer Answer
Date: 07/25/2025
Complaint: 23618350
You’ve been in contact with my brother, ******, but I’m the one who originally purchased this treadmill from Amazon years ago—and it’s been a problem since day one. From the very first time we used it, something was clearly wrong.
We’ve called multiple times over the years, and every single time, the same part gets replaced. It’s beyond frustrating. This treadmill has barely been used because it never worked properly, and yet no one has taken any meaningful steps to actually fix the root issue.
It’s ridiculous that we’ve had this sitting unused for nearly five years while wasting time and money trying to get the same faulty part reinstalled again and again. We bought this to avoid gym costs, and instead, it’s been a total waste.
At this point, we’re not asking—we’re expecting a full replacement with the newest available version.Model No. NTL14119.5
120 V 60 Hz 13 A
Serial No. NN73000 5 03 761
300 LBS (136 KGS)
Sincerely,
**** **********Business Response
Date: 07/28/2025
****,
Can you please provide me with ******'s information so that I can pull your account, and all personal unit details?
I appreciate your advisory, and look forward to having more information for you soon!
Best regards,
iFit BBB
Customer Answer
Date: 07/28/2025
Complaint: 23618350
this is the info he used to complain.
**************************** *** ****
Sincerely,
**** **********Business Response
Date: 07/29/2025
****,
Thank you for providing these details! I was able to pull a record with that information.
I show on our end that the last contact was in 2024, because of this I am going to need updated information on the current issues with the machine. Any details that you can provide will be helpful to determining if we can fufill your request-pictures and videos of the issue included.
Again, I appreciate your collaboration and look forward to having this settled soon!
Best regards,
iFit BBB
Customer Answer
Date: 07/29/2025
Complaint: 23618350
The machine does not work. The last time my brother spoke with your team, we were told to take a video of it not working. We’ve done that before, and we are exhausted from the repeated back-and-forth.
The same part keeps getting replaced, only for the machine to break down again. This cycle has gone on long enough. We are requesting a full replacement of the machine. You are welcome to keep the old one and investigate what’s wrong with it—we’re done trying to fix a product that clearly doesn’t hold up.
We look forward to your prompt resolution.
Best,
****Business Response
Date: 07/30/2025
****,
I apologize for the frustration, and certainly want to be transparent regarding your options.
This said, without further knowledge as to what is currently going on with the machine a replacement would be off the table.
If you wish to received further assistance with this, please advise with the most current information regarding your units issue!
Best regards,
iFit BBB
Customer Answer
Date: 07/30/2025
Complaint: 23618350
Thank you for your response. I’m providing the current and full context of the issue, as requested.
The treadmill has had repeated problems. The motor and lower circuit have been replaced four times, each time with used or defective parts. Despite promises, a technician was not sent during our last service request. We were told a full replacement would be issued after the second motor failure, but that offer was later withdrawn without explanation.
The original issue was a broken board. After they replaced the board, the entire machine stopped working. The motor was functioning before that point. The service team repeatedly chose to replace only the motor, which did not resolve the issue.
Given the repeated failures, broken commitments, and worsening condition of the unit, we are requesting a full replacement as originally promised.
Please let me know the next steps.
Best regards,
**** **********Business Response
Date: 08/04/2025
****,
Thank you for this more elaborative explanation! I appreciate your time and efforts took to explain.
We can certainly look into all of the details, and explore the potential of continuing with a replacement unit. This said, in order for this to even be an option we will need to receive the following details from you: a visual of the unit in the home, a visual of the model/serial decal, and a proof of purchase.
Once this is received, I will promptly advise on next steps.
Best regards,
iFit BBB
Initial Complaint
Date:07/17/2025
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.
Hello I purchased a NordicTrack 2450 in November 2021 through ******. The cost was approximately $2100. Within six months I began to have the issue of the belt stopping briefly and restarting while running. I had to pay at that time for a diagnostic evaluation. they determined there was a problem and supposedly fixed it. *** bought an extended warranty and have had technicians come out at least 4 times, likely more. They have replaced everything mechanical (new motor, new walking belt, new board, new control board, unsure what else) and ensured me the problem wouldnt recur, but it has. Last service call was in March 2025, now again Im needing service in July 2025 for the same issue. Ive finally elected to pay for diagnosis bc its a very expensive machine that Id like to safely use. I think at this point I shouldnt have to pay for a diagnosis as Ive already paid over $2000 for the machine as well as over $200 for extended warranty and the mileage for each tech visit. Please help me. Im very frustrated but I want my machine to work. They should either repair the machine correctly or repay me for the machine so i can purchase a working one. model #NTL17219.1 serial #: ************* Thank you *** *****Business Response
Date: 07/18/2025
***,
Thank you for reaching out with your concerns! I can certainly understand why the circumstances of your situation have become frustrating.
I took a look at your account, and was able to see that a credit request was submitted and approved on your behalf yesterday. This request is in place to refund the $159 paid toward a diagnostic tech visit. You should see this refunded to the account used at the time of purchase within the next billing cycle.
Do you have further questions for me at this time? Please advise if so.
Best regards,
iFit BBB
Customer Answer
Date: 07/18/2025
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. hopefully they can fix the machine and then the problem will be solved. thank you for your help
Sincerely,
*** *****Customer Answer
Date: 07/22/2025
Complaint: 23614706
I am rejecting this response because:I have been having problems with a NordicTrack commercial 2460 treadmill since it was purchased in November 2021 on ******. It cost over $2100 plus an extended warranty for around $250. (I bought the extended service warranty after they wouldnt honor the Asurion warranty). Since the beginning it has stopped briefly at random intervals while running. The tech will come out and repair some things but the issue will recur. The last time I got injured and this is why Im finally escalating. They have ordered five tech visits to replace the entire bottom part of the machine. Finally they allowed me to get a diagnostic visit on 7/21 when the tech requested a new tablet and connecting wires. Now I cant get IFit to authorize the tech to come repair the items. I have spent hours and hours dealing with this without any solution. At this point, I would request either A repair with guarantee of correction of the issue or a refund/replacement. Please help. Im a regular person without an extra $3000 to throw away.
Sincerely,
*** *****Business Response
Date: 07/22/2025
***,
Your safety is our number one priority, and ultimately we want to ensure that you are taken care of!
The parts have already been ordered on your behalf, and the service portion should be covered through your extended warranty. I will contact management with the extended service department myself, and ultimately see that this is arranged.
Please stay in touch as should further concerns arise, we are here to support you.
Best regards,
iFit BBB
Customer Answer
Date: 07/23/2025
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:07/12/2025
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.
Software upgrade in January causes screen to freeze, down grade fixes the issues, upgrade again and issue returns. Opened up several support tickets since February and non one returns my calls. I paid for the warranty, so seeking refund for warranty, fix or extension of warranty.Business Response
Date: 07/15/2025
******,
I am very sorry to hear that you are experiencing issues with your units software!
Any bugs that were present in January, should have since been resolved with the release of more recent updates. We are frequently pushing fixes to address any underlying concerns. Before we dive much deeper into the root of the problem, can you please confirm a few things? Is your unit completely up to date? Have any scans been run to determine if the issues are caused by a poor internet connection? and finally, are you only noticing the reported issues when running the iFit 2.0 platform?
Thank you for your advisory, and enjoy the remainder of your day.
Best regards,
iFit BBB
Customer Answer
Date: 07/15/2025
Complaint: 23590562I am more than happy to troubleshoot this issue, if you would simply contact me. For 60 days I tried updates and they did not work, it would freeze the unit once it went into suspend. I would have to unplug it, then once it went into suspend would freeze again. I finally factory reset to roll back the updates and the issue went away. Once I updated again a week later, the issue returned, so again rolled back. I suffered until April, no luck. I kept calling and emailing. Not sure what diagnostics, but my wifi is fine, the issue is the unit going into suspend ad then freezing, No idea about 2.0 but more than happy to troubleshoot with someone, I am technical. I have no tried recently because I assumed someone would eventually get back to me. Feel free to reach out at ********************** or reply to my open ticket. If not return my money for the warranty. I have to leave wifi off to prevent the upgrade.
Sincerely,
****** ***Business Response
Date: 07/16/2025
Good Morning ******,
I would be happy to connect directly and look into the issues which you are experiencing further.
Would you please provide a few dates and times in which you can be available? My call out schedule availability for this week is somewhat limited, but heading into next week I should have most everyday available for a morning or afternoon call.
Thank you for your continued collaboration! I look forward to connecting soon.
Best regards,
iFit BBB
Customer Answer
Date: 07/16/2025
Monday or Tuesday afternoon I can set time to be available. the later the better. If you give me time and number you are calling from in advance, again feel free to email me then once resolved I can close the BBB ticket. *******************************
Complaint: 23590562
I am rejecting this response because:
Sincerely,
****** ***Business Response
Date: 07/17/2025
******,
Thank you for getting back to me with your availability!
The latest opening I have on my schedule for both Monday and Tuesday is 5PM MST. Would this work on either day for you?
If so, please let me know. I will get this added, and send you an email reminder.
Best regards,
iFit BBB
Customer Answer
Date: 07/17/2025
Monday works
Complaint: 23590562
I am rejecting this response because:
Sincerely,
****** ***Business Response
Date: 07/18/2025
******,
Thank you for getting back to me! I have arrangments to be in touch at 5PM MST on Monday.
Have a nice weekend.
Best regards,
iFit BBB
Initial Complaint
Date:07/10/2025
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.
Two 1750 treadmills were purchased with a business account for the sole use of the CEO and his wife as a perk. Treadmills were delivered, assembled, warrantee registered on 5-24-2024, and put into occasional use. Both of the units had display problems from the get-go, and both finally failed and went black. After numerous calls to Ifit customer service to perform resets and excreta, I had to pay $160 to have a tech come out and tell me in 5 minutes that the screens need to be replaced. Now the kicker. I was told from Ifit, that since the units were purchased from a business account, even if they are not for public use, that there is no warrantee. Why wasn't this apparent from the first order contact! As soon as a business name is put in for purchase, it should flag that the warrantee is voided. What a scam! $2,400 worth of of plastic junk! To have the displays replaced it would be $550 a piece and another $160 service call. What a joke!Business Response
Date: 07/15/2025
Good Morning ***,
Thank you for bringing your concerns to our attention!
I can certainly understand why you would be frustrated under the current circumstances. While it is correct that residential units which are kept in a commercial setting or used for commercial related purposes, are considered non-warranty, I feel your particular situation may be one where an exception is warranted. Please confirm the number of frequent users for me, as well as forward verification of each units model and serial number.
Have a wonderful rest of your day.
Best regards,
iFit BBB
Initial Complaint
Date:07/08/2025
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 filled out the claim form at:********************************************************** and elected a free mat for my treadmill that was never received.Business Response
Date: 07/09/2025
****,
Thank you for bringing your concern to our attention!
As a one time courtesy, we have continued with shipping a floor mat to your residence. You can anticipate the receival within 7-10 business days, and can further track the order at *************** using your order number which is ICS10051296.
Please let me know if you have further questions, and enjoy the remainder of your day.
Best regards,
iFit BBB
Customer Answer
Date: 07/09/2025
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,
**** De *****Initial Complaint
Date:07/01/2025
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.
Nature of Complaint:
Warranty replacement product defective, prolonged failed service, and refusal to replace unit. Requesting full replacement.
Complaint:
I originally purchased a NordicTrack treadmill with an extended warranty. That treadmill failed, and I was told I could receive a replacement — but only if I paid extra to “upgrade” to a newer model. I agreed and received the upgraded replacement treadmill on January 13, 2025.
Less than three months later, the new unit broke down.
Since then, I’ve spent months trying to get it fixed. I was required to disassemble the machine and perform diagnostics over a video call with support staff. A technician eventually came out, but it took weeks. When he left, I was told a part would be ordered. However, it never shipped — and when I followed up three weeks later, I was told the part had not been ordered because they were “waiting on my approval.” I was never informed of this.
When the part finally arrived, I installed it myself (not something I should be doing for a warranty repair), but the treadmill still didn’t work. I contacted support again and was told I would now need to restart the entire diagnostic and repair process. This is after over three months of troubleshooting and waiting, during which I had no working treadmill — one I paid to upgrade into and which failed in less than 90 days.
I was then informed that because the treadmill is now outside the 90-day replacement warranty, they no longer have an obligation to replace it — even though I reported the problem within the warranty period and the delays were on their end. This situation is unacceptable. I have acted in good faith and have been more than patient. NordicTrack/iFIT has failed to stand behind their product and warranty service, leaving me with a non-functioning treadmill despite all my efforts.
Desired Resolution:
I request a full replacement treadmillBusiness Response
Date: 07/02/2025
*******,
Thank you for bringing your concerns to our attention! I am very sorry to hear of your issues with the replacement machine.
Because at this point there has been little done to try and repair the new unit-including that a Console has not yet been sent, we believe that prior to replacing again additional repairs must first take place. iFit is happy to cover all costs of parts and service until the machine is considered working to specifications.
Please respond at your next convenience confirming that the issue with the unit remains the same, and enjoy the rest of your day!
Best regards,
iFit BBB
Customer Answer
Date: 07/02/2025
Complaint: 23545990
I am rejecting this response because:I’ve already spent over three months trying to resolve this — including multiple hours on the phone with support, video diagnostics, a technician visit, and installing a part myself — with no success.
The issue was reported within the warranty window, and the delays were caused by iFIT’s processes, not mine. I’ve done everything reasonably expected of a customer, and then some.At this point, I am not willing to restart the repair process again.I am requesting that iFIT Replace the defective treadmill, and Arrange pickup/removal of the current non-working unit.
This is a fair and reasonable resolution considering the product failed within 3 months and all attempts to repair it have failed.
Sincerely,
******* *****Business Response
Date: 07/07/2025
*******,
Thank you for your response!
Please know that I can certainly understand your frustration with the delays, and overall repair process. It is not ideal to have a product that has unanticipated issues. This said, a replacement unit is not going to be approved at this time due to the reasons I have already explained.
If we continue with the repair, and a prompt solution is not met, then at that time we can consider a replacement. I hope you can understand, and look forward to hearing back regarding continuing with next steps!
Best,
iFit BBB
Customer Answer
Date: 07/07/2025
Thank you for the response.
Although I’ve already spent over three months working through this — including multiple hours on the phone, video diagnostics, a technician visit, and installing parts myself — I’m willing to give iFIT one final opportunity to resolve this issue.
I am agreeing to one last repair attempt, under the following conditions:
The repair must be scheduled and completed promptly, All parts and labor are fully covered,
If this attempt does not resolve the issue, iFIT will move forward with a full replacement and arrange pickup of the defective treadmill.Additionally, given the significant downtime and the fact that I’ve continued paying for an iFIT subscription that I’ve been unable to use, I’m also requesting a complimentary one-year iFIT membership as a goodwill gesture for the inconvenience and time lost.
Please confirm that these conditions are agreed upon before proceeding. I’m hopeful we can bring this to a fair and final resolution.
Sincerely,
******* *****Initial Complaint
Date:06/29/2025
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.
After the ifit update, my tablet has been bricked and no longer turns on.
This has rendered my treadmill (Nordic track c1000) completely unusable.
I am seeking a replacement console/tabletBusiness Response
Date: 07/01/2025
********,
Thank you for bringing your concerns to our attention!
As it stands, I am not able to pull a record for you within our system. Was your unit ever registered? If so, please provide the details that would link to the account. If not, lets proeceed first by addressing the unit registration.
I appreciate your attention to this matter, and look forward to hearing back soon.
Best regards,
iFit BBB
Customer Answer
Date: 09/05/2025
Complaint: 23533856
I am rejecting this response because:I am registered please see my registration email I received from ICON below
******** *****
Your manufacturer's warranty has been activated.
However, please ensure that you have your proof of purchase on hand for any future contact you may have with us.
Please verify the terms of your product's manufacturer warranty located in your user's manual.
Model Number: NTL59621C
Serial Number: *************
Thank you for registering your product.
Sincerely,
******** *****Business Response
Date: 09/08/2025
********,
I appreciate your response!
Unfortunately, the online registration must have gotten lost in the back-end. Even with details like the serial number, I still cannot pull a record.
Would you be willing to work with me directly to complete this registration again? Please advise if so.
Best,
iFit BBB
Customer Answer
Date: 09/09/2025
Complaint: 23533856
Yes I can work with you directly to complete this registration again
Sincerely,
******** *****Business Response
Date: 09/10/2025
********,
Thank you! Please provide the following information at your convenience:
First Name, Last Name, Street Address, City, State, and Zipcode + Primary Phone Number and Primary Email Address.
Model Number, Serial Number, Date of Purchase, Place of Purchase.
I look forward to hearing back from you soon.
Best regards,
iFit BBB
Customer Answer
Date: 09/11/2025
Complaint: 23533856
Please see the requested info below:First Name: ********
Last Name: *****
Street Address: 7049 *******
City: ***************
State/Province: ******
Country: ******
Zipcode: J3Z 1E8
Primary Phone Number: ************
Primary Email Address:************************************
Model Number: NordicTrack C1000 (NTL59621C)
Serial Number: *************
Date of Purchase:August 11, 2021
Place of Purchase:Canadian Tire#*** (4909 Boul Taschereau, Qc, ******)
Sincerely,
******** *****Business Response
Date: 09/15/2025
********,
Thank you for providing these details again!
The registration has been completed, and a replacement Console has been ordered for you as a one time courtesy. Please understand that your warranty is expired, so this is an exception that will not be made again.
If you have further questions, I am here and happy to assist.
Best regards,
iFit BBB
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