Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,179 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:08/22/2025
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 was an iFit member under the $114/year individual plan. My membership expired on August 17, 2025. On August 21, 2025 the very first time I used my treadmill and discovered limited access I immediately called iFit to renew. At that point, I was told my prior plan was no longer available, and that I would have to enroll in the new $480/year plan.I never received renewal reminders because iFits system had incorrect email and phone information, despite my having updated my profile previously. I contacted support right away after realizing the lapse and explained my circumstances, including financial hardship due to caring for my 90-year-old mother. I was told too bad and that managers are not available by phone, only by email.This feels unfair. My lapse was only four days, and I attempted to renew immediately once I became aware of the issue. iFits failure to use my correct contact information further contributed to this situation.Desired Outcome:Reinstatement of my $114/year individual membership plan, or a comparable reasonable alternative, given the short lapse and iFits failure to properly notify me.
Business Response
Date: 08/22/2025
Good Afternoon *****,
Thank you for reaching out with this request! I am very sorry for any stress that this situation may have caused.
As it stands, I would like to discuss our options with you further over the phone. Can you please provide a few dates and times in which you will be available next week?
I look forward to hearing back, and connecting with soon.
Best regards,
iFit BBB
Initial Complaint
Date:08/15/2025
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 the Profrom treadmill in 2022. Serial No: *************, Model No: *********. After software updates, the screen is stuck and showing errors like lost connections to the machine. According to ******* et al. v. iFIT ************************ settlement, my model is among the defective devices list so I submitted claim to get it fully repaired. When I contacted support on 8/15, iFit support refused to repair my treadmill. Therefore, I am seeking settlement entitled by the lawsuit and fully repair my treadmill.Business Response
Date: 08/20/2025
Guannan,
Thank you for reaching out with your concerns! I am very sorry to hear that you are experiencing issues with your equipment.
The former class action lawsuit met its deadline prior to 8/15. Because of this, a formal claim with all of the necessary details would have needed to be filed within the handling period to receive the most accurate assistance. While our team is open minded, I show case notes from 8/15 reflecting that your situation was evaluated by a supervisor and ultimately determined unrelated to the lawsuits parameters.
If you are interested, we can assist by offering a discount on a replacement Console.
Best regards,
iFit BBB
Customer Answer
Date: 08/20/2025
Complaint: 23754126
I am rejecting this response because:I submiited to Claim From in March 2025, before the case deadline May 6, 2025, but I didn't get contacted about the arrangement of the repair. That's why I conatct support on 8/15. I purchased the class device listed in *********************************************************************, frequently encountered freezing and connection issue, which should be qualified for the class settlement quoted here "Repair: If you are a Class Member and you are still in possession of a Class Device that failed after November 1, 2021, due to the alleged defect but have yet to repair it or whose Class Device fails due to the alleged defect by May 6, 2025, iFIT will replace and install a replacement tablet or console at no cost to you. The replacement parts and service will be provided by iFIT, and iFIT will determine whether to replace only the tablet or the entire console (i.e., the housing in which the tablet is installed, as well as the tablet itself)."
Can you disclose the reason why your support team didn't comply witht the ruling and rejected my request to repair?
Sincerely,
******* *****Business Response
Date: 08/20/2025
Guannan,
Thank you for your prompt response!
Do you have any details that you can provide associated with your claim submitted in March? If we can pull this record, I should be able to provide more concrete information on why it was rejected.
Best,
iFit BBB
Customer Answer
Date: 08/22/2025
Complaint: 23754126
I am rejecting this response because:I sent my Claim Form by regular mail in March 2025. Can you find my record based on my name on the form "******* *****" or my phone number ************? Thanks.
Sincerely,
******* *****Business Response
Date: 08/27/2025
Guannan,
We were able to locate some additional information, and ultimately confirmed that your claim was rejected due to it not meeting the qualifications of the settlement.
To further explain, the settlement was in place to support users affected by a widespread software failure. There were very specific parameters that needed to be met, and unfortunately your machine was not displaying any of the associated symptoms. Further, we can confirm that your machine is displaying all signs of a hardware/brainboard failure which is completely unrelated to the software of the unit.
Thank you for understanding!
Best,
iFit BBB
Customer Answer
Date: 09/04/2025
Complaint: 23754126
I am rejecting this response because:My ProForm treadmill (Model PFTL12820) exhibits the very symptoms identified in the Balfour et al. v. iFIT settlement:
- Freezing during use,
- An unusable touchscreen console.These are not isolated hardware malfunctions; they are the exact failures caused by the mandatory software update that the settlement was designed to address. Reclassifying them as a hardware/brainboard failure without providing diagnostic evidence is not acceptable, especially since the symptoms fall squarely within the settlements defined covered problems.
Therefore, I request a detailed explanation of the diagnostic steps you took to determine this was a hardware issue unrelated to the software update.
If I do not receive a satisfactory resolution, I will escalate this matter to the Settlement Administrator, FTC or other authorities, as iFIT is obligated to honor the terms of the settlement for qualifying devices.
Sincerely,
******* *****Business Response
Date: 09/04/2025
Guannan,
Units affected by the API3 error were rendered completely unusable. The machine freezing during use, while an issue, is not one that reflects being affected under the parameters of the settlement. Additionally, there is a specific backlit screen and error code that populates as soon as the error infiltrates the unit. If this is not the stance in which the unit resides, it is not experiencing the issue.Thank you,
iFit BBB
Initial Complaint
Date:08/13/2025
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.
My husband is visually impaired and has been using our treadmill without issue for about a year. The company has updated the software and he now has to log in to use our treadmill. He cannot see to do this. Not sure why we can not go back to the previous way of using the treadmill. Apparently they do not have any visually impaired provisions available.Business Response
Date: 08/13/2025
*****,
Thank you for bringing your concerns to our attention!
I can understand how login requirements would be difficult for someone who is visually impaired, and for this I do apologize. While our equipment does require a login for use, once the login is completed this should not be required again for an extended period of time. Every few weeks-months just to confirm you are an authorized user. Is this not the case for your particular equipment? Please let me know.
Best regards,
iFit BBB
Initial Complaint
Date:08/11/2025
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.
Having wanting to cancel my membership subscription, I attempted to go online however there is no way to do so. Just trying to locate how to cancel was ambiguous and put you in a circle loop from either chatting with a bot or calling an toll free number only to be put on hold with a bot waiting endlessly for a live person that never came to the phone. Instead, the bot on hold continued to refer me to handle my "cancellation" matter online looping me into this never-ending situation. To this day, there is absolutely no way for me to cancel this and I'm not having to go through my credit card company to resolve these monthly charges that keep hitting my credit card. Doesn't the FCC have regulations to prevent such companies from essentially stealing from its customers as a result of such a hassles to cancel??? TERRIBLE CUSTOMER SERVICE!!!Business Response
Date: 08/11/2025
*****,
Thank you for reaching out with your concerns! I want to personally apologize for your poor experience. This is not the standard we strive for.
I have moved forward with setting your account to the free status. Additionally, I have issued a refund for the most recent renewal. The refund should hit your account within the next billing cycle, and your membership will not renew again in upcoming months.
Is there anything else I can assist you with? Please advise if so.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025
Complaint: 23729563
I am rejecting this response because:I would like to know how they intend to address the past several months of charges regarding my refund request. Respectfully, I have been billed for multiple months while attempting to cancel my account, only to ultimately resort to contacting the BBB—at which point the matter was finally initiated within four hours (Thank you!)
I am requesting a refund for the past three months and a clear explanation of how they plan to make their cancellation process more straightforward, so customers do not have to endure the same frustrating cycle I experienced.
Sincerely,
***** ******Business Response
Date: 08/12/2025
*****,
I have obliged your request and saw to refunding the last three months. This is a goodwill gesture, but further refunds will not be applicable!
We currently have multiple processes in place for membership cancellation. This includes cancellation via our website, via the mobile application, and/or request for cancellation over the phone or livechat. Refunds however cannot be requested anywhere aside from the phone/livechat as any refunds must undergo an appoval process.
I hope this answers your questions! Please let me know if I can assist further with anything else.
Best regards,
iFit BBB
Initial Complaint
Date:08/08/2025
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.
Dear NordicTrack,
I am writing to formally escalate an issue regarding my NordicTrack treadmill (Model NTL18432.2), which I purchased and have been experiencing significant problems with.
Despite contacting customer service many times the issue remains unresolved. The treadmill does not start properly without iFIT, and I am unable to use manual mode as expected. I must go through multiple screens just to start in manual mode. Nordictrack has taken advantage of its customers by trying to force them into a monthly membership through iFIT. There is no option of either turning it off or defaulting to manual mode. Instead your customer must either pay the monthly fee or spend 5 minutes going through all the screens trying to start in manual mode.
Given the time, effort, and investment I’ve put into this equipment, I’m extremely disappointed with the lack of support thus far. I am requesting immediate action to resolve the matter.
Please respond to this request within 5 business days before I consider exploring other escalation options including filing a complaint with the Better Business Bureau, state consumer protection agency, or sharing my experience publicly.
I look forward to your swift and professional resolution.
Sincerely,
***** *******
************Business Response
Date: 08/11/2025
*****,
Thank you for reaching out with your concerns!
First and foremost, I want to apologize. Our team is saddened to hear that the equipment is not meeting your expectations or preferences. This said, the machine is working in accordance with the design. Our units are engineered with iFit not only in mind, but at the forefront. While the machines can be used in a manual mode, the intended use is with our state of the art application which is inherently different than the use of the machine in a manual mode. All of this considered, there is no "fix", as the unit is functioning well within its intended purpose.
If you are interested, we would be happy to offer you some iFit time on us so you can personally experience using the machine in this intended way. Please let me know if you are interested!
Best regards,
iFit BBB
Initial Complaint
Date:08/08/2025
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 June we ordered a treadmill from Ifit and was informed it would take a month to be delivered. When the treadmill arrived there was a tare in the track so the delivery company had to box it back up and take it back. We were told it would be another month (August) before another treadmill could be delivered. We contacted Ifit and requested the delivery to be expedited but were dismissed quite rudely. I sent emails to their manager, ***** ********, requesting that she get in touch with me about this issue but she ignored them. The second delivery arrived but with the same issue. The track was torn again. It has been over two months and I have reached out numerous times to get in contact with ***** ******** but she refuses to take my calls or answer my emails. I am not the only customer that has been affected in this way. ****** is full of negative reviews about this company and specifically their customer service. How can a company this size be allowed to have such a lack of compassion for their customers? Why hasnt there been any repercussions towards this company with the numerous mishandling of products and the dismissal of customer care on such a large scale?Business Response
Date: 08/11/2025
Jac,
Thank you for reaching out, and bringing your concerns to our attention!
I am sorry that up to this point you have had a less than satisfactory experience. I spoke with management on our Billing and Returns team and they confirmed that an update was promised by tomorrow end of business day. As it stands ***** does not have a projected delivery date, this is because we must first determine when the machine will arrive at the local hub for pick-up. We are doing all we can to expedite this process for you.
The 20% credit, and 6 months of iFit time should have all taken affect, but if there is more I can assist with, please advise.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025
Complaint: 23719201
I am rejecting this response because: The machine has not even arrived yet. You will hear from me once the machine has arrived in working order. Should this third attempt arrive in the same broken condition that the other two machines arrived in you will hear another response from me asking what will be done to make this situation right. However, if this machine arrives as promised on Thursday, August 14th, then I will gladly close this issue. Thank you.
Sincerely,
*** ********Business Response
Date: 08/12/2025
I understand, Jac! Thank you.
Best,
iFit BBB
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
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