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:02/22/2024
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 had bought a Nordic Track Commercial 1750 about 1 year ago. I had also purchased an extended 3 year warranty. My machine is outside of the original 1 year warranty. It has been developing some issues with the running surface and the motor, which has rendered my machine unuseable. I had attempted to reach out to customer service to fix the issue. So far, the responses have been sparse but they are not willing to help me because I am outside of the 1 year warranty period but I have an extended 3 year warranty that expires in 2027. Unfortunately, the company is not willing to honor the extended warranty. I would like a refund for $179 that I paid for the warranty.I would also like to have a refund for the remainder of my iFIT membership as my current machine is unusable if possible.
Business Response
Date: 02/23/2024
Hi *******,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I'm happy to get this resolved for you, could you please send us some visual of what is happening with your walking deck and motor? We can also go ahead and add the downtime back to your ifit membership so that you are not missing out on any time due to repairs.
Thank you
Customer Answer
Date: 02/25/2024
Complaint: 21334840is there an email address i can send the video and pictures? This platform is not letting me upload any videos or pictures.
The surface dips inward when i walk on it and makes excessive noise. The motor will randomly stop at high speeds.
Sincerely,
*********************Business Response
Date: 02/26/2024
Hi,
Absolutely, please send them to me at **********************************************************
Thank you
Customer Answer
Date: 03/01/2024
Complaint: 21334840
I am rejecting this response because:Treadmill is still not working. They won't send a technician to diagnose my problem at this time and require me to perform actions that I am not technically capable of. I am under extended warranty for the treadmill and will have to pay to have a third party technician fix the issue.
Sincerely,
*********************Business Response
Date: 03/05/2024
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
After reviewing your account and the issues you are experiencing, we have gone ahead and submitted an order for some potential parts that *** resolve your issue, we have also gone ahead and requested a one time courtsey techician to come out and diagnose the issue.
Please allow 7-10 business days for shipping, once the parts arrive the tech will reach out for scheduling.
Thank you
Customer Answer
Date: 05/10/2024
Complaint: 21334840
I am rejecting this response because:My Nordic Track treadmill broke earlier this year. I had a difficult time getting ahold of customer service in my previous interaction but they eventually sent over a technician to diagnose and fix the problem in early April. The technician said that the treadmill deck was broken and needs to be replaced. Nordic Track is supposed to send me one so the technician can come back to fix the problem. I have not received any parts yet to finish the repair.
Sincerely,
*********************Business Response
Date: 05/10/2024
Hey *******,
Thank you for taking the time to address the issues you have encountered with your treadmill. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. We apologize for the miscommunication and lack of proper follow-up on our part. We have ordered the parts you need and also ordered a service technician to come out and help you install. Please keep an eye out for communication from the technician in 3-5 business days. Below are your service and part order numbers. You are able to track your parts at iconservice.com/order/tracking
SO-2884575
PO-3658077If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Initial Complaint
Date:02/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday, January 26th, my NordicTrack Pro 1750 malfunctioned. I was reaching over on top of the treadmill, both knees and my left arm resting on the tread, my right arm reaching over to turn the machine on. As soon as I turned the machine on, the tread immediately began moving at full force, ripping my knees, throwing me off the machine, my right rib and face landing on the tread, then shedding my face, cutting my face open, causing multiple cuts, bruising, and thread rash all over my face. I immediately went to the ** for stitches, complained and supplied images to Nordictrack, nearly a month later, no reaction, two follow-up calls, two emails, no response case case #********. I tried working with Nordictrack, but they clearly have no interest in fixing this issue, so I am now contacting *****************************. It's incredible how little concern is shown for those who may have a similar defective product of which I have found cases online.Business Response
Date: 02/23/2024
Hi ****,
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine. We completely understand where you are coming from on this matter.
After reviewing your account, we have gone ahead and reached out to our legal department, they have informed us that we allow up to 30 days to respond to any legal claim filed. You will be hearing from them in the next few days regarding your injury claim.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 02/28/2024
Complaint: 21333036
I am rejecting this response because: It is past the stated 30 day timeline. To this day no one has contacted me.Business Response
Date: 02/29/2024
Hi ****,
I have reached out to our legal team, they have confirmed that they have reached out to you via email yesteray 2/28/2024. Please let us know if you did not receive anything
Thank you
Initial Complaint
Date:02/22/2024
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.
Breach of warranty. I purchased an expensive treadmill from them in December, 2022 with a 2-year warranty. Last year, the treadmill began to suddenly shut down in the middle of use. After repeatedly calling and emailing their HORRIBLE customer service platform over the course of several months and providing them multiple videos of the problem occurring, they finally agreed to send a technician out to replace a wiring harness. This was probably around a dozen calls and more than a dozen emails to get to that point. Their technician came out and said that the entire head unit was bad and needed to be replaced. After not hearing from the technician for over a month, I followed up and they told me that iFit is claiming that the product is not under warranty and that if I want to order any parts, I need to call and provide them a video of the problem!I am not wasting anymore of my time with these people who are clearly operating from a place of deception and bad faith. Being an attorney, I am prepared to file a breach of warranty claim against iFit under **** law as well as file a complaint for deceptive trade practices with the State Attorney General, but thought I would try this route first.Business Response
Date: 02/23/2024
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 looking into your account, we can confirm that you are still covered under the manufacturer's warranty for parts, your labor warranty expired o 1/7/20214, however because this issue started before the warranty expired we will honor you warranty and get the tech back out to install the parts that he has recommended replacing. You order number for the controller and console is ICS9851215 please allow **** business days for shipping. Once the parts arrive the tech will be notified and will contact you for scheduling.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 02/23/2024
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:02/22/2024
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.
Emailed about the NordicTrack iSelect Adjustable Dumbbells recall...gave them pictures and proof of purchase....They will not refund until I send the bars back...I have had issues before with other companies where I sent defective item back and they ignored me and never sent replacement or said they never got it...I said I would compromise and accept 50% refund now and 50% after I send it back....They are being unreasonable for an issue they created for selling a bad product...Business Response
Date: 02/22/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your recall. We completely understand where you are coming from on this matter.
Unfortunately, we are unable to process a refund without receiving the handles back, we are happy to give you a personal contact for you to follow up with as needed regarding the status of your recall refund.
*********************:
p********************************
1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 02/22/2024
Complaint: 21330381
I am rejecting this response because:This is unacceptable I already came a compromise solution.....
Please get approval as I want to make completely sure I am not screwed I think I have been more than fair
Sincerely,
***************************Business Response
Date: 02/23/2024
Hi ******,
We apologize for the inconvienace, this is how our all recalls are being submitted, there is a process that must be taken place before any refund is processed as per our legal department. We appreciate your willingness to understand, you are welcome to reach out to your direct supervisor listed at anytime to obtain an update on the refund status. Once we receive your handles back the refund will be processed.
Thank you
Customer Answer
Date: 02/26/2024
Complaint: 21330381
I am rejecting this response because:
This is companys fault for making a defective product....please escalate this matter higher...I want 50% refund prior to sending anything back
Sincerely,
***************************Business Response
Date: 02/27/2024
Hi ******,
After speaking with our mangament and legal teams they have advised that we cannot issue a refund without recieving the handles back as it is a safety issue. No further action will be taken **** the handles are received back to us once that happens we are happy to issue a refund.Thank you
Customer Answer
Date: 02/28/2024
Complaint: 21330381
I am rejecting this response because:I do not accept.....this is poor customer service, I am not longer using this product and want my refund....I came up with compromise, there is no way to guarantee I will get refund after I comply...
Please send 50% refund and the rest after I mail back the items
Sincerely,
***************************Initial Complaint
Date:02/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Strap on rower snapped. They do not warn you that the strap should be replaced on a timely basis. They will make you go through hoops to file a warranty claim. Asking you for purchase dates , the manual when they fully have the information. I bought the optional insurance and they would not replace part until I signed a waiver .Business Response
Date: 02/22/2024
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.
We have gone ahead and placed an order for a new strap. Your order number is ICS9849513 you may track it once it ships 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.
Thank youCustomer Answer
Date: 02/23/2024
Complaint: 21321662
I am rejecting this response because: the strap is faulty and there should be a warning that the strap is subject to snapping and should be replaced on a regular basis. I was forced to sign a waiver to get part that is covered under warranty I purchased.
Sincerely,
*************************Business Response
Date: 02/26/2024
Hi ******,
We apologize for all you have been through, we understand your frustration, we can assure you that this issue is not typically something that we have issues with but also have a manufacturer's and extended warranty to help when it does. I'm so glad you got your strap. Please let us know if you have any further questions.
Thank you
Initial Complaint
Date:02/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
see Attached documentBusiness Response
Date: 02/21/2024
Hi *******,
I'm sorry, there is no document attached to your complaint, could you please attach it so we can do our best to help you.
Thank you
Initial Complaint
Date:02/18/2024
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.
Nordic track automatically requires all new purchasers to sign up for iFit. There is no option to decline. I cancelled my membership immediately and was charged a monthly fee. They are manipulating customers into a monthly fee and then not cancelling when customers request it.Business Response
Date: 02/19/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
I have gone ahead and refunded the charge as of this morning 2/19/2024. Please allow 7-10 business days for the refund to reflect your account.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 02/19/2024
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:02/17/2024
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 treadmill. There was a sticker on the treadmill that said in order to use you must sign up for an iFit account. I completed that process had to give my credit card information to my card was charged $41.73. Come to find out that was a scam and you dont need to have an account or give your credit card information in order to use the treadmill. I would like my refund. The chat feature on the website told me I had to pay for a subscription.Business Response
Date: 02/19/2024
Hi ***,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
After reviewing your account, we have gone ahead and issued you a refund as of this morning 2/19/2024 and also cleared your crediti card info from our system to avoid any further charges. Please allow **** business days for the refund to reflect your account.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 02/20/2024
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:02/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December 2023 I was charged a the amount to my credit card. For a renewal of my membership for IFIT. I never authorized this. I bought a Nordi track treadmill 2 years earlier and was given a 2 year membership with my purchase. Something I didn't even want or need. Then 2 years later I was Billed for a new 2 year membership against my knowledge. This to me is stealing. I would like my money refunded and people warned that if you purchase a treadmill you might be paying this fee.Business Response
Date: 02/16/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. We are showing 63 days are still left on the dispute. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.
Thank youInitial Complaint
Date:02/15/2024
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 received my treadmill in January of 2022. Ran great until June of 2023 when it started randomly shutting off after 45 minutes and then after 20 minutes. Since October of 2023 I’ve spent almost $1000 replacing motors, wiring harnesses and the technician still can’t seem to trace the problem down. All I’m told is Nordictrack treadmill are known for having this issue.Business Response
Date: 02/16/2024
Hi ********,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
I'm happy to take a look into this for you, I can see that we do not have any part orders on your account, before we look into what options we have for you, could you please send us a document of what service and parts have been performed? We will be happy to see what we can do to resolve this issue for you.
Thank you
Customer Answer
Date: 02/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that I’d like to work with them and see if we can find a way to resolve this issue.I have attached a screenshot of your third party repair company that I have been working with. Due to where I live, there was nobody within 100 miles to come out and fix my treadmill and the nearest place that would fix my treadmill is six hours away. We had to transport the treadmill to them, in order for it to be worked on and they have still not been able to find what is going on with it. Customer service through Nordic Track was unable to figure out the issue over the phone as well and that is why they gave me the third-party repair company to call and work with.
Case number: ********
Sincerely,
******** ******Business Response
Date: 02/22/2024
Hi *******,
Thank you for sending over that document, we have decided that we are going to submit your claim to our product resolution team to consider replacing your machine. 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: 02/24/2024
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.
Please see attached photos, arms to the treadmill were removed for transportation purposes and while the technician was working on it. We still have all the partsemail on file for purchase of the treadmill is ********************
Sincerely,
******** ******
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