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:03/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My bike is still under the parts warranty. I was told I was going to get a belt and an eddy ********** The belt came, the eddy ********* did not. My bike has been broken for a month and every time I call I am told this part out of stock or it's going to ship soon and it never does. I have gone on chat and called multiple times. I called again on 3/11/24 and asked to talk to a supervisor. They said one would call me back at the end of the day. One never did.This company does not honor their warranty and is fine keeping your bike broken for over a month. This place is a scam and shouldn't have parts/warranties that it won't honor.
Business Response
Date: 03/13/2024
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 your part was shipped on 3/12/24. Your tracking number is 1ZX8444W0348771892 via *** ground. Please let me know if you have any further questions.
Thank you
Customer Answer
Date: 03/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a NordicTrack Commercial 2950 treadmill on 1/20/22. In November 2023 the walking belt suddenly stopped on a workout I completed several times. I contacted iFit who advised it was the controller board. They proceeded with sending me a replacement part. I replaced the board and the machine worked for about 10 mins. I contacted iFit once who then recommended I pay for a technician to diagnose the machine. I gladly paid this since I value the machine and want it to work once again. The technician from Precise Gym Equipment recommended all mechanical parts and electrical boards be replaced. iFit sent all parts as requested. I then paid the technician to come out and install all the parts. After the installation, the machine worked 3 times before the walking belt stopping once again. The same issue persists. I contacted iFit who sent yet another controller board. The machine worked 3 times once again. That was in January. They then advised that the machine is malfunctioning due to the electrical outlet and it needs a dedicated circuit. I confirmed with an electrician that the outlet was performing with no issue and providing ample power. However, I installed a dedicated outlet regardless. iFit then advise they would send a new technician to diagnose the machine since the machine failed within 3 days of the technician work being completed. This was in February. No technician calls. I call iFit who then advise wrong paper work filed and to please wait another 5 days. It is now March. No technician has called and my machine remains non functional. This is a serious customer service issue with false promises and improper diagnosis of a machine to the point its costing me more money to try to comply with there wishes. I even paid for a dedicated circuit to be installed per there request.Business Response
Date: 03/11/2024
Hi *****,
This morning we have contacted the technician's company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.
If you have any questions, you can contact our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 03/11/2024
Complaint: ********
I am rejecting this response because:The response provided has been the same response previously provided with no action. I have lost faith in the company and there technicians. I would like a refund of the purchase price of the machine for $2,436.34 as well as the costs for the technician diagnoses and installation of replacement parts. $159 and $115 for a total of $2,710.34
Sincerely,
***** ********Business Response
Date: 03/13/2024
Hi *****,
I have confirmed with our service coordinator that the technican has reached out to schedule your appointment as of 3/12/24 via email. Please make sure you respond to that email to set up your appointment.
Thank you
Customer Answer
Date: 03/14/2024
Complaint: ********
I am rejecting this response because:Yes a technician did reach out after I made an official complaint with the Better Business Bureau. I never should have needed to make a complaint. I have complied with every request from iFit SINCE NOVEMBER. I even spent additional money to install a dedicated electrical outlet so a technician would come out and even diagnose the machine. And after the outlet was installed, I received the run around yet again until I made an official complaint. We are well past having the machine fixed. The only resolution is a full refund of the cost of the machine and costs of the technician. I made a call to iFit this morning with the same request.
Sincerely,
***** ********Business Response
Date: 03/18/2024
Hi *****,
After reviewing your case and talking with our leadership team, we would love to get this taken care of for you. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. This will help us get going on your request.
Thank you!
Customer Answer
Date: 03/22/2024
Complaint: ********
I am rejecting this response because:iFit has contacted me and it does look like we are on the path to resolution. However, it is not resolved yet. If everything goes as discussed, the issue will be resolved and if possible, I will remove this complaint.
Sincerely,
***** ********Business Response
Date: 03/22/2024
Hi *****,
Thank you for keeping us informed! please keep us in the loop as this gets resolved for you
Customer Answer
Date: 03/29/2024
Complaint: ********
I am rejecting this response because:I am still waiting to be contacted by iFit for resolution. I believe the timetable they provided would be by Friday 4/5/24. Until them I am rejecting this since the issue still remains unresolved.
Sincerely,
***** ********Business Response
Date: 04/04/2024
Hi *****,
I have confirmation from our product resolution team that they have called today 4/4/24 and left you a voicemail. Please follow up with them so we may get all your details squared away.
Thank you
Customer Answer
Date: 04/07/2024
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:03/07/2024
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.
Id like some help with a $1,561.13 transaction from NordicTrack on November 3, 2023 at 2:12PM. *** received the treadmill and it doesnt work correctly. Ive been on 2 troubleshooting calls and 1 troubleshooting chat. A technician came out to replace the computer console but this did not correct the issue. NordicTrack would not approve a return so I filed with the credit card company and received a temporary tefund. So now Nordic track approved a return. Confirm number is ******** Return was set for monday 3/4 from 6-8 pm but the person doing the pick cancelled at 540 pm. It is reset for today 3/7 also between 6-8pm. I have reached out to *******, the person coming for the treadmill via text at 630 pm asking for an estimated ETA but i have not heard back. He was a no show. Wonder what my rights are as far as getting rid of this machine. And how many attempts must I sit thru to have this company actually do a pickup before i can just get rid of it.Business Response
Date: 03/08/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and pick up issues. We completely understand where you are coming from on this matter.
This morning we have contacted the pick up company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 03/08/2024
Complaint: 21402814
I am rejecting this response because:I have already scheduled twice for pickup with no one showing up. Id like a call back today, not in 3-4 days. And Id like someone to come get this machine today since I am working from home.
Sincerely,
*************************Business Response
Date: 03/08/2024
Hi *****,
We sincerly apologize for the inconvienance, the pick up team is a third party company and we are unable to schedule for them, however we have escalated scheduling and they will contact you as soon as possible.
Thank you
Initial Complaint
Date:03/07/2024
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 bought a Nordictrack X22i Commercial Incline Trainer that was delivered in January of 2021. Recently, a section of the frame broke (metal tube that retains an axle that the platform pivots on to incline, platform is no longer properly retained). The treadmill is no longer under the full factory warranty, but iFit/Nordictrack advertises a lifetime warranty on the frames for their treadmills and incline trainers. They are trying to say that the part that broke is the "base" instead of the "frame" to get out of having to cover it under the frame warranty on a technicality. As it stands, the treadmill is a safety hazard since the entire platform that you run on is no longer properly retained. After asking some owner's groups about my issue, I've had a half dozen others come forward with the exact same issue previously on this same model.Business Response
Date: 03/08/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
We are currently looking into what options we have available for you. We will need a few things from you to add to your case. Can you please provide a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Customer Answer
Date: 03/08/2024
Complaint: ********
I am rejecting this response because:Merchant requested more information. I have provided said information and documentation:
The email associated with the unit/service account is: **********************
We do not have a copy of the receipt. The unit was purchased directly from iFit/Icon/Nordictrack in November of 2020 and delivered in January of 2021. The digital receipt should already be in possession of the merchant under the email address I just provided. We would have to request it from them under the same means to obtain a copy.
Sincerely,
***** ******Business Response
Date: 03/11/2024
Hi *****,
Thank you. We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email. Please let us know if you have any questions. Have a great day!
Customer Answer
Date: 03/11/2024
Complaint: ********
I am rejecting this response because:Awaiting further response from vendor's product replacement team.
Sincerely,
***** ******Business Response
Date: 03/13/2024
Hi *****,
Our produc resolution team would like to get as many angles of the damaged area as possible to confirm that it's frame damage. Could you please provide multiple different angles of the damaged area?
Thnk you
Customer Answer
Date: 03/19/2024
Complaint: ********
I am rejecting this response because:Awaiting feedback from the business.
Sincerely,
***** ******Business Response
Date: 03/21/2024
Hi *****,
Your first part of your parts have shipped via USPS with tracking number ******************. Your base is still processing and will ship out soon. Please let me know if you have any further questions.
Thank you
Customer Answer
Date: 03/26/2024
Complaint: ********
I am rejecting this response because:Received the first package. Waiting on the base.
Sincerely,
***** ******Business Response
Date: 03/27/2024
Hi *****,
The base was shipped on 3/15/24 just for your reference!
Thank you
Customer Answer
Date: 04/03/2024
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.Base has been received and installed. This issue is resolved.
Sincerely,
***** ******Initial Complaint
Date:03/06/2024
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 proform bike in 2020. Shortly after the bike was inoperable due to some "system update" and not it does not work with ifit. I contacted ifit and they told me they were "working on it" I requested they cancel my membership until it was fixed. The assistant assured me they would cancel the membership. Today I call (4 years later) after noticing ifit is STILL charging me. They told me they have "no record" of the phone call and can only refund 1-6 payments out of the 4 years. That's $720 out of their pocket and I am left with a machine that I paid over $1,800 for that doesn't work. Upon some research there is a lawsuit pending for proform/ifit. I will be speaking with someone about this if they do not resolve at 100%Business Response
Date: 03/06/2024
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.
It appears that we do not have record of your machine in our system. Please provide the follow so that we may continue assisting you.
Serial Number:
Model Number:
Where Purchased:
Date Purchased:
Thank you
Initial Complaint
Date:03/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My nordictrak machine is making noise. they responded saying "see if the fan works normally", but in the next sentence they said it is operating normally.Loud noises is not normal!!!I paid for the extended warrany, I expect that you honor it.Display makes sound. [ ref:!00Dj00JnBt.!500Hq01ehApv:ref ]PURCHASE INFORMATION MODEL/SKU: NORDICTRACK COMMERCIAL S15i SERIAL NUMBER: ************* PURCHASED AT: ************************ PURCHASE PRICE: $800.0 WARRANTY INFORMATION PURCHASE DATE: 01/10/2024 WARRANTY END DATE: 02/09/2025Business Response
Date: 03/06/2024
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.
We have set up a service order to have a technician come out to diagnose the issues with your machine, as well as diagnose what parts are needed to resolve the machine issues and noises. That service order number is SO-*******. The technician will be contacting you within the next 7-10 business days to schedule an appointment with you. If you do not hear from the technician within this time frame, please reach out to us and let us know.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youInitial Complaint
Date:03/04/2024
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.
Purchased treadmill 04/23 paid $2000 still making monthly payments *********** tech's out 4 times with no permanent ************ has been broken more than functioning The machine is a lemon, i want a replacement or refund. They refuse.Nordictrack just wants to keep replacing parts with extended timelines with no acknowledgement for the machine not functioning while i continue to pay pay pay account #********** Spoke to standard customer service as well as ***** at corp officeBusiness Response
Date: 03/05/2024
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, the tech has confirmed that the service was completed on 2/24 and your machine is currently back to manufacturer's specs. Could you please confirm that you are having additonal issues with the machine?
Thank you
Initial Complaint
Date:03/01/2024
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 the NordicTrack Commercial 12.9 elliptical and it arrived on March 8, 2022. I've had console issues since I purchased it - a looping loading screen or black screen mainly. I was always able to do a reset and bring it back. In December of 2023, the console stopped working, maintaining a looping iFit logo screen (white screen) at all times. I attempted factory resets and tried to do a firmware update, but the console is totally inaccessible. I communicated with the manufacturer, but they were not helpful and only offered an in-person diagnostic, which would add almost $200 to the cost of fixing the machine. I opted to try to research solutions and keep working with it to no avail. Since they have a history of handling complaints this way, I decided to contact BBB for support getting my machine repaired.By all accounts, this is a common issue and there is currently a pending lawsuit, as their own software has been found responsible for bricking the machines. I should not have to spend several hundred dollars on a repair or buy a new machine when mine isn't even 2 years old - especially since the issue is caused by their software. Thank you.Business Response
Date: 03/04/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
Please send us an image of the issue you're currently having with your display. Is it still stuck on the white screen? Is it receiving any power? Once we have more information we would be happy to proceed in getting this taken care of for you.
Thank you!
Initial Complaint
Date:02/29/2024
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 treadmill belt stopped completely during an iFit workout but the program didn't. It would stop and the start again stop start go for 5 min then stop dead again. I don't use manual as I purchased this machine to use IFit programs with. This started beginning of Aug by the end of Aug the belt stopped working completely. *** has come out and relaced parts in Sept 2023, and it still stopped dead on me during IFit programs but worked manually a couple times then stopped completely. Same thing happed in Oct , Dec and again ***. At this point Tech says is Software and Software says it Tech. I got a lemon and they wont escalate this then just keep replacing the same parts and it stops working within two workouts. I have cried they hang up on me. Just want my expensive machine to work. It has not since Aug 2023 and my *** contract expires on 1/29/26 Help!!Business Response
Date: 03/01/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I do see as of yesterday our service team did reach out and ask that the technician returns to you to further diagnose this. Once the technician returns we will know how we need to further proceed to get this resolved for you.
Thank you!
Customer Answer
Date: 03/01/2024
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 at this time.
Sincerely,
*******************Initial Complaint
Date:02/26/2024
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.
Purchased Nordictrack S22i exersize bike on 2/15/2021. Recently it stopped working. We had a Nordictrack tech out to the house on 2/20/24. He looked it over and said the console was bad and needed replaced. When my wife called the next day 2/21/24 they told her that the report wasn't uploaded and they couldn't help her. I called in on 2/22/24 and was told the same thing and instructed to call back on 2/26/24. I called in on 2/26/24 spent over 90 minutes on the phone to be told that the replacement part is over ******. The issue fell on the tech stating to my wife that a firmware update was loaded into the machine causing it to "brick". Looking into this issue it was found that a class action law suit was filed back in 2022 against ifit for this same issue.Business Response
Date: 02/27/2024
Hello ****,
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 and the service order repair notes, we have gone ahead and issued you a one time courtsey replacement console. Your order number is ICS9853267 you may track it at www.ifit.com. Please allow 7-10 business days for shipping.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Customer Answer
Date: 02/27/2024
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,
*********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.