Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,165 total complaints in the last 3 years.
218 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:01/23/2024
Type:Product Issues
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.
Ordered a new treadmill and paid to have it assembled as well. The belt is defective. The company claims to provide a free refund if defective. When I tried to get the belt fixed on my new machine, they advised I do it myself or pay. When I stated that I wanted to return it, they wanted to charge over $600 in fees and told me I have to bring it to the front steps. I explained that I am a disabled veteran (of ****) and have limited mobility, they refused to offer to help carry it from my basement. I just want then to pick it up and refund me. They have been horrible to deal with. Thank you.
Business Response
Date: 01/24/2024
Hi ********,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.

On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. The fees you are being charged abide by the return policy. Because the machine is repairable and we can restore to manufacturer specs, we will not be refunding any additional money back. You can read more about the return policy at at ************************************************************
If you have any further questions, please call our Billing team at **************.
Thank you
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
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 the Proform Pro Trainer 500 exercise bike on 1-20-2024. Got everything put together and worked fine even connected to IFit and did part of a training. I was asked to perform an update and this made the console stop working. Tried changing the batteries even called their customer service which I was on hold with for over 3 hours. Now I have a bike that I can not change the resistance or see any details about my riding.
Business Response
Date: 01/23/2024
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.
I'm happy to get this resolved for you, could you please send us a photo of your console and the error you are getting if any. We look forward to hearing back from you.
Thank you

Customer Answer
Date: 01/23/2024

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:01/22/2024
Type:Billing Issues
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 signed up for a one year membership about two years ago. In November I realized they were still billing me ($41.44 per month). I logged into my account to cancel and my account details indicated that I do not have a paid account, that I have a free account and there was no payment or billing information on file for me. However, I was billed again in December and in January. When I called iFit/NordicTrack, the customer service rep looked at my account and told me that I do not have a paid membership and they have no payment or billing information on file for me and they have no record of ever having charged my credit card. After a confusing and frustrating conversation where the agent said he would try to delete my billing information (after telling me he had no billing information for me), I received two emails saying my billing information had been updated, but again when I logged into my account it looked exactly as it did before - no paid membership, no billing or payment information. I repeatedly asked for a supervisor and was told there was no one else I could speak to. The agent told me he couldn't help me any further, that he sent a message to the billing department and I should call back the next day and see if they had any more information they could provide me.
Business Response
Date: 01/24/2024
Hi ******,
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the membership. We completely understand where you are coming from on this matter.

I have reached out to our membership mangament regarding your issue, the have confirmed that this member is the secondary user. I found the primary user under ********************************. We have removed payment information from this account and won't be charged moving forward.
If you have any further questions please let us know. Thank you
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
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.
The software promised is a lie. It does not function as promised. There is no development or maintenance of it. Many features have broken links or do not work at all. Like ****** maps, syncing, etc. Why does the company continue to sell products that do not work? That's not honest.
Business Response
Date: 01/23/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your software. We completely understand where you are coming from on this matter.
After reviewing your account and reaching out to our software management who has also reviewed your history and confirms that it shows we have done thorough testing and seems to be up to manufacture specs.
We are happy to continue troubleshooting further if needed but need a detailed explanation of the issue you are experiencing.
Thank you

Customer Answer
Date: 01/23/2024

Complaint: 21179931

I am rejecting this response because:
The features that were sold by the sales team do not work:
1. ****** maps trail creator
2. Connected apps exporting of workout data to Stava, Apple Health, Garmin, etc
3. Poor functionality of software and many broken links due to poor maintenance of software and development
4. Live workouts
5. No Functionality of heart rate monitors
6. No Functionality of Bluetooth
Interestingly enough a **************** VP was just hired and fired in the same month. Meanwhile I am not permitted to use any other system on my Nordic Track except Ifit.

Sincerely,

***************************
Business Response
Date: 01/29/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.

If you have any further questions, please contact our iFit software team directly at **************.

Thank you
Initial Complaint
Date:01/21/2024
Type:Product Issues
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 November 26 2022. I have had multiple issues with the incline going out mid run since we purchased it and nothing has worked. I have had the incline motor replaced multiple times (latest being 14 Nov 2023). I am VERY frustrated as the incline will stay up high or go to a negative and not change manually or by when it is supposed to be auto adjusted. We have to stop the machine mid workout to try to recalibrate it. It will sometimes recalibrate and other times it will not unless we turn the machine off for a period of time (it has become stuck at a 40 percent incline or -6 percent decline on multiple occasions). I am infuriated as I need this machine to work and can not continue to have this happened. I have counted and this has happened 27 times since the incline motor was last replaced (14 November 2023). I have also had the screen/video suddenly stop working twice while running and have had it be non responsive three times when trying to select a workout. I have contact Nordictrack on multiple occasions and they keep saying its the incline motor and they replace it (which takes weeks), only to have the same issue happen again a short period of time later. They have you do videos and recalibrate and what not. They do not listen when I tell them that what the machine is doing is dangerous. This happens mid run and is unpredictable and we have to stop the machine and try to recalibrate it. I am frustrated bc I am under warranty and they do not do anything to fix it. It is dangerous to myself and my husband when running when the incline suddenly drops to -6 percent decline. I want this treadmill replaced with a new one that works or else I want my money back and will purchase one that actually works. I am available by phone Monday/Tuesday evening after 5:30 pm (CST) or Wednesday morning between 8-9 am (CST). The customer service thus far has been terrible. This is a faulty product and they need to either fix it for good or refund me.
Business Response
Date: 01/22/2024
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.

After reviewing your account, we've gone ahead and set up a tech to come out and inspect your machine, the last time we were contacted regarding the issues you are experiencing was october of 2023. Because 30 days has past we would need to send out a tech to fix the issue you are experiencing or deem the machine unrepairable.
Your service order number is SO-2849560 please allow 3-5 business days for the tech to reach out to you for scheduling.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you.

Customer Answer
Date: 01/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The technician contacted me yesterday and is scheduled to come out for assessment of the machine 6 February at 11:00 am. If any further issues occur or it is not resolved, I will reach out again. Thank you!
Sincerely,

*********************
Initial Complaint
Date:01/21/2024
Type:Service or Repair Issues
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 Tradmill from Dicks sporting goods about 18 mos ago to use when the weather is bad. I cancellled the useless IFit subscription as irrelevant to me. went to use it this week and the screen said it could not access the app. I spent 30 min with customer service who concluded that I need a new console and it’s out of warranty and I will have to pay for this. I have probably used it for 20 miles and find it absurd that this technology failure is holding me hostage from using this for its intended purpose. I requested that the customer service rep escalate the matter and email me the results of our call but she did not. I am a busy executive and find this corporate practice to be unacceptable.
Business Response
Date: 01/23/2024
Hi *********,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.

We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.

If you have any further questions, please contact our iFit software team directly at ###-###-####.
Thank you
Initial Complaint
Date:01/20/2024
Type:Customer Service Issues
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.
BBB Team,I hope this letter finds you well. My name is ***********************, a retired First ******** of the ************* Army, now navigating life with a 100% permanent and total disability. I am reaching out to express my deep frustration and concern regarding my recent experiences with a NordicTrack treadmill, an essential tool in my daily rehabilitation and well-being.Since my initial contact with Nordic Track on October 9, 2023, the issues with my treadmill have persisted, despite following their troubleshooting instructions meticulously. The treadmills belt continues to stop suddenly during use, posing not only an inconvenience but also a risk to my safety. As a disabled veteran, my physical activities are limited, and the treadmill plays a crucial role in my daily routine. The frequent malfunctions and noise issues have significantly disrupted this routine.Furthermore, I am deeply disappointed with the response times and the general approach to customer service. As someone who has dedicated a significant part of my life to serving our country, it is disheartening to face such challenges with a product that is supposed to aid in my rehabilitation. The lengthy response times and repeated suggestions that do not resolve the issue have only added to my frustration.I am writing to you not only as a customer seeking a resolution but as a veteran who relies on your product for physical and mental well-being. I urge you to consider the impact of these issues on customers like myself. It is not just about a malfunctioning machine; it is about the hindrance it causes in the lives of those who depend on it.I kindly request that they address this matter with the urgency and seriousness it deserves. A timely and effective solution would not only resolve the current issue but also restore my faith in your brand and its commitment to customer satisfaction.Thank you for taking the time to read this letter. I am looking forward to a prompt and positive response.
Business Response
Date: 01/22/2024
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.

After revewing your account, I have gone ahead and requested a technican to come out and inspect your machine, I have also ordered some parts that the tech may see fit, those parts will be shipped to your home directly but please note they are for the technican in case he needs them. Once the parts arrive the tech will be notified and will contact you for scheduling. Please allow **** business days for shipping.
Thank you
Initial Complaint
Date:01/19/2024
Type:Billing Issues
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.
After intentional cancellations to deliver the product, intentionally rescheduling on days I reported I work, not responding to promises to schedule and not showing up for delivery, I finally cancelled and was charged 250 plus 5 percent for cancellation. This is also not on website but they told me it often comes up ehen checking out. It is an intentional scam by Nordic track, I fitness and to bank retail services
Business Response
Date: 01/19/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter. .

On your account, we can see a return is in process for your machine. We have reached out to our Billing and Returns department regarding the fees associated with the return. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at *************************************************

You are being refunded $1762.75 (reference number *********). You will see this amount within the next 30 days or less.

You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.

The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.

If you have any further questions, please call our Billing team at ###-###-####.
Thank you

Customer Answer
Date: 01/19/2024

Complaint: ********

I am rejecting this response because:I have never received the machine so there is nothing to pick up. There is no return since it was never delivered. I have the right to cancel the contract. This is not a return / it is a cancellation due to your company’s nonconformance. To try and charge me for an item that was not and you could not deliver is fraud. Also your return policy, as dishonest as it is, is not posted on your website. I have checked every add - not there.

Sincerely,

****** *********
Business Response
Date: 01/22/2024
Hi ******,
Our return policy is stated on our website, please review the attached photo for documentation. We allow 10-14 business days for delivery which is stated in your confirmation email you recieved upon ordering. Because we are still within that time frame fee's are applicable at this time. We apologize for the inconvienance.
Customer Answer
Date: 01/22/2024

Complaint: ********

I am rejecting this response because: two times your delivery service did not show up. I called the service and offered two other days that I was available and was told they would try and schedule on those days. I never heard back and then got an email that delivery was scheduled for a day that I had to work (no consult) . This would create a hardship on me. I only get paid for the educational services I provide. You claim you are in the time frame for delivery but to expect a customer to constantly miss work due to your incompetence and suffer financial hardship is not reasonable. I expect the fact that the customer pays the price, you have little incentive to show and deliver as promised as there are no consequences to you and you collect without doing anything. I believe these are fraudulent practices with no accountability. I insist you reimburse the $400 that you are charging me. Also, I was not provided with any written documentation as required by law until 5 days later when I called and asked to cancel. Your cancellation policy IS NOT included on your add pages. I was not notified of the cancellation policy. If your contract dated 1/19/2024 is the contract date, then I was within the legal time frame to cancel the contract under consumer law without penalty. I will not drop this complaint. I work very hard for my income, unlike your company.

Sincerely,

****** *********
Business Response
Date: 01/24/2024
Hi ******,
I'm sorry for the frustration this has caused you, after talking to our Billing and Returns mangament and because the delivery was refused they have agreed to refund you 5% back of the processing fee. That's $75 back on your refund. If you wish to proceed with this refund please let us know and we will be happy to process that.
Thank you
Customer Answer
Date: 01/25/2024

Complaint: ********

I am rejecting this response because: I did not refuse delivery. The order had already been cancelled and the company offered delivery after that. This was also a date that I had already informed them that wouldn’t work because I would be working all day. I work with special needs students and there is no replacement for my services. Your company did not consult with me at all about scheduling and this was not a sincere attempt to deliver, but rather an attempt to cover yourselves. This is not a genuine attempt to resolve this issue. I insist that I receive a full refund. You did not provide a written contract, provide notice of cancellation polices, deliver the product when promised, or attempt to reschedule on a day that did not create a hardship. You are responsible for your business practices, not the consumer. I operated in good faith at all times, arranged financing and made myself available for delivery. Your Company has received countless complaints on social media with regard to poor business practices and services, so I know I am not alone in my complaints.

Sincerely,

****** *********
Business Response
Date: 01/30/2024
Hi ******,
After talking with out Billing and Returs Mangament the final offer we are able to offer you is that we can issue a refund for the $250 freight fee, however the $75 left on processig fee is non refundable. We apologize for all you have been through with getting this issue resolved.
Thank you
Customer Answer
Date: 01/30/2024

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:01/18/2024
Type:Sales and Advertising Issues
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.
The product only works with a certain internet speed. I have great internet connection in my household and every device from all kinds of different manufacturers work as they are supposed to on my wifi except for this device. This is a big purchase and the issue with the connectivity is certainly not addressed at the time of purchase. Only after purchasing and discovering the problem is a consumer likely to do research into why their product is not functioning as marketed. And after researching there is only a brief mention and recommendation found in the troubleshooting page on iFits website. There is no clear directions on why there is an issue or how best to resolve. I assume most customers are not that familiar with the giga hurtz of their internet modem nor necessarily should they be since most all devices work fine in their home. To make such a big purchase and to receive a product that barely functions as marketed is upsetting at the least. The manufacturers entire business platform revolves around this. To have barely any guidance or knowledge of the issue prior to purchasing makes it feel like I've been scammed. The manufacturer should be responsible for this and should not make it painful for the customer to return; however, the manufacturer says they will charge me nearly $600 or more just to return the product. But it is their product that isn't functioning properly so why does the consumer have to bear even more expense, wasted time, and complete frustration. Now I feel like I am stuck with a machine that isn't functioning like marketed. The tech folks who answer customer calls don't even seem to be aware of such a glaring issue. The amount of comments from frustrated buyers found on social media sites is stunning. Of course no one tends to sees these comments only until after doing research on why their brand new product isn't functioning as intended. The amount of upset customers should be enough to indicate something isn't right.
Business Response
Date: 01/19/2024
Hi *******,
We are so sorry about the inconveniences and the frustrations that you have experienced with machine. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.

Thank you
Initial Complaint
Date:01/16/2024
Type:Product Issues
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.
We purchased an elliptical machine on November 28, 2023. I put the machine together and couldn't get the console to work. I called customer service and was on the phone for 1.5 hours. At the end of the call I was told I would need a new console as this one was defective. I didn't hear back, so I called a few days later. They told me they see the notes, but nothing was done. I asked to speak with a supervisor who said she would get this taken care of. After another week went by, and I still hadn't heard anything I called again. I finally got to another supervisor who transferred me to the parts department, they said they would get the part ordered, but nothing was done. I then enter a ticket on the company website, had some back and forth with a few different employees. At the end of the conversations they agreed the console needs replaced. I contacted them today as I still haven't heard anything, and the response I received was that they wanted me to start the troubleshooting over. I have spent at 6-8 hours trying to get this resolved. This has been ongoing for a couple weeks. Every phone number I find is linked to the IFIT customer service number **************. I understand companies may have to outsource their customer service to offshore offices, but I should still receive customer support. It seems to me that they could care less about me because there doesn't seem to be a way of contacting this company except through IFIT. I paid a lot of money and can't use the product as intended and no one seems to care. If I didn't already dispose of the box I would take it apart and return it. PLEASE HELP ME!
Business Response
Date: 01/17/2024
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 take a look into this for you. We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Could it be under a different address and phone number?
We look forward to hearing from you so we may get this issue resolved for you.
Thank you
Customer Answer
Date: 01/18/2024

Complaint: 21154718

I am rejecting this response because:

Sincerely,

*******************************
Please look at account with email address ************************.
The phone number ************
Business Response
Date: 01/19/2024
Hi *******,
Thank you for providing that infomation, I was able to locate your account and go ahead and order that new tablet for you. It appears that we were having some technical dificulites when ordering so we apologize for that. Your order number is ICS9826145 you may track it once it ships at www.ifit.com by using that order number. Please allow **** business days for shipping. Please let us know if we can be of further assistance.
Thank you
Customer Answer
Date: 01/19/2024

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,

*******************************
I am satisfied as long as they follow through with the order. Thank you

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