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:01/16/2024
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 3 years warranty NordicTrack Care 3-Year Annual Maintenance Plan for Fitness Equipment. Based on the provided information on the warranty , during three years , everything should be covered:Repairs and annual maintenance requests are supported directly from NordicTrack Unlimited in-home service visits, no hidden fees or deductibles Protection against electronic failures, broken parts, power surges and normal wear and tear of your machine I noticed the fan stopped working and I requested to replace or repair it. During me call *************) on January 16. **** with the technician ( ***), she refused to file the repair order because the fan is not essential part of the equipment and does not prevent me to use it.There is a list of the parts which are excluded from this warranty and this exclusion never disclosed with me during the purchase of the equipment or never sent late on.
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.
After reviewing your account, we have gone ahead and set up a tech to come out and install the part for you. Your service order number is SO-2847771. Please allow 3-5 business days for the tech to reach out to you directly for scheduling.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:01/15/2024
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 an s27i indoor bike in late 2022, and in 2023 I purchased an additional warranty for the product. I have called multiple times to get my bike repaired, iFit refuses to provide customer service or honor the parts/ service warranty. The software and the display are consistently glitchy all the time, and I am unable to program routes as advertised by NordicTrack. When I call for service under the additional warranty I purchased iFit just runs me in circles and no one does anything to help. I never get a manager when I request one, and the customer service people just make excuses on every call. At a minimum the displayed needs to replaced. If they continue to ignore the parts and service warranty, I will take them to court.
Business Response
Date: 01/17/2024
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. Thave 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:01/12/2024
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 am writing to lodge a formal complaint against iFit for their failure to honor the extended warranty on my treadmill.As one of the few residents in my city with a designated parking spot, I find it alarming that iFit's service technicians are refusing to provide service unless there is a parking space provided for them. This policy is not only unreasonable but also discriminatory, as it effectively denies service to almost the entire community here, where such parking convenience is exceptionally rare.This issue has been exacerbated by repeated cancellations from the technician. Had the initial two appointments not been canceled without just cause, the repair would have been completed well before the street construction near my home began. The third cancellation, attributed to the lack of direct parking access due to this construction, highlights a broader problem with iFit's service policy in urban settings.Given this situation, it is clear that iFit is not adhering to the terms of the extended warranty agreement. If their technicians are unable or unwilling to provide service in a city where parking constraints are a known factor, alternative arrangements with a different repair company must be made. It is unreasonable to expect customers to bear the burden of such logistical challenges, especially after purchasing a warranty that promises reliable service.This persistent failure to provide the contracted service has left me without a functioning treadmill for an extended period, significantly impacting my daily exercise routine and overall satisfaction with iFit. I request immediate action to address this issue, either by providing a technician who can adapt to the local parking situation or by contracting with a service provider who understands and can navigate the unique challenges of servicing customers in an urban environment.
Business Response
Date: 01/15/2024
Hi ****,
We are so sorry about the inconveniences and the frustrations that you have experienced with your service order. We completely understand where you are coming from on this matter.
This morning we have contacted the tech 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 (****) with any questions.

Thank you

Customer Answer
Date: 01/17/2024

Complaint: 21137103
Thank you for your prompt and attentive response to my concerns regarding the service issue with my treadmill. I sincerely appreciate your intervention and the steps taken to facilitate a resolution.
Despite this, I find it necessary to reject the business response for the time being due to a few ongoing concerns:

History of Technician Cancellations: The repeated cancellations by the service technician have unfortunately led to a diminished confidence in the reliability of the proposed solution. To ensure that the repair is indeed carried out effectively, I would prefer to keep the ticket open until the work is fully completed and the treadmill is functioning optimally.

Need for Assurances for *************** Given the unique challenges of my urban living situation, it is crucial for me to know that iFits service policy can adapt to such environments. Assurance that future service will not encounter similar issues is essential, ensuring that my extended warranty remains valid and effective under all circumstances.

Request for Compensation for Limited Use: While the treadmill has not been completely unusable over the past three months, its impaired functionality has limited my ability to fully utilize the iFit service. Therefore, I am requesting some form of compensation, such as an extension of my iFit membership, to account for this period of diminished service.

Your understanding and attention to these points will be greatly appreciated. I look forward to a resolution that not only addresses the immediate issue but also ensures a high standard of service in the future.
Business Response
Date: 01/18/2024
Hi ****,
We apologize for all you have been through, we completely agree on keeping your claim open until resolved. we can also assure you that our service department will handle each service call (if needed) with care and handled in a timely manner. We sincerly apolgoize for the issues you have ran into dealing with this. We would be happy to add the downtime back to your ifit membership once the machine has been repaired. Please let us know once it's up and running so we may ensure that you *****************.
Please let us know if we can be of further assistance.
Thank you
Customer Answer
Date: 01/19/2024

Complaint: 21137103
Thank you for your response dated January 18, ****, regarding the ongoing issue with my treadmill service. Your willingness to keep my claim open and adjust my iFit membership following the repair is appreciated.

However, I am writing to express my concern and seek clarification about an email received on the same day, stating that my service order (SO-2833964) has been canceled. This message cites reasons such as "lack of communication, age of the service order, or inability to service my area." This update is confusing and appears contradictory to the assurances provided in your previous communication.

Given the history of technician cancellations and the specific challenges of my urban living situation, it is imperative to have a clear and reliable resolution plan. I request detailed information on how iFit intends to adapt its service policy for effectively serving customers in areas similar to mine.

Furthermore, I reiterate my request for appropriate compensation for the reduced functionality of my treadmill over the past months. An extension of my iFit membership would be a reasonable gesture for the inconvenience experienced.

I urge you to provide clear and immediate next steps regarding the scheduling and execution of the repair, especially considering the latest development about the service order cancellation.

Your prompt and decisive action in resolving these issues is crucial. I look forward to a swift and satisfactory resolution to this matter.

Thank you for your attention and cooperation.

Business Response
Date: 01/19/2024
Hi ****,
We apologize for the confusion, after reaching out to our service department regarding your service order, they have let us know that once the construction is done by your residence we can have the tech return. Please let us know once this has been done so that we may ask him to return.
Thank you
Customer Answer
Date: 01/26/2024
Complaint: 21137103

Dear iFit Team,
Thank you for your ongoing communication regarding the service issue with my treadmill. I appreciate your efforts to resolve this matter, however, I must express my continued concerns and reject the current response for the following reasons:
Scheduled Completion of Street Construction: I would like to inform you that the street construction near my residence is scheduled to finish next week. This update should alleviate the concerns regarding parking and accessibility for the service technician.

Rejection of Current Resolution Plan: Despite the scheduled end of construction, I am compelled to reject the resolution plan as it stands. The repeated cancellations by the technician three times to date have significantly eroded my confidence in your service reliability. The fact that only the last cancellation was due to the street construction, while the previous cancellations had no such justification, is particularly concerning.
Compensation Request: Given the extended duration of this issue, I am requesting a reimbursement for three months of my iFit membership. This period reflects the time I have been waiting for the repair, during which I have been unable to fully utilize the iFit services.
Parking and Service Policy: I would like to reiterate that my residence is one of the few in the area with a dedicated parking space. The unwillingness of your service team to utilize nearby public parking during the construction period is unacceptable. This approach seems to imply that iFit is reluctant to honor warranty services for customers without private parking in urban areas, which is highly discriminatory and impractical.
In light of these points, I urge iFit to provide a clear and immediate action plan for the following:
A firm commitment to schedule and complete the repair immediately after the street construction ends.
A detailed response on how iFit plans to adapt its service policy to accommodate urban customers facing similar challenges.
Confirmation of the reimbursement for the three months of diminished iFit service.
Your prompt and decisive action in addressing these concerns is crucial. I look forward to a swift and satisfactory resolution.
Thank you for your attention to this matter.
Business Response
Date: 01/26/2024
Hi ****,
Thank you for addressing your concerns, we are happy to help put your mind at ease, once the construction near your residence is finished please let us know so that we may escalate scheduling with the technician, once we escalate scheduling the tech will have 3-5 business days to contact you with appointment availability. We understand your situation is unique so IFIT intends to treat each member with care and compassion towards those unique circumstances. We sincerely apologize for all you have been through in getting this resolved.
I have gone ahead and extended your IFIT membership by additional 3 months. your new expiration date is 10/5/2028. If you have any additonal questions please let us know and we are happy to address them.
Thank you
Customer Answer
Date: 01/29/2024
I accept the business's response to resolve this complaint. Please communicate this to them ...

Dear iFit Team,
I am writing to express my gratitude for your latest response dated January 26, ****, regarding the service issue with my treadmill. Your understanding and action in extending my iFit membership is greatly valued. This gesture, along with your commitment to addressing the service challenges unique to my urban living situation, is appreciated.

I am pleased to inform you that the street construction near my residence is scheduled to conclude this week. Following this, I look forward to promptly notifying you so that the scheduling with the technician can be escalated as you've outlined.

I accept the resolution plan as currently proposed and am optimistic about a swift and satisfactory completion of the repair. I will be in touch once the construction is completed to move forward with the servicing of my treadmill.

Thank you once again for your assistance and the actions taken to resolve this matter.
Initial Complaint
Date:01/11/2024
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.
My concern with NordicTrack and iFit is their pricing on old stock. I have realized this year that old 2020 models are selling for the same price as the new 2023 models. These machines are very different at this point in time. NordicTrack will not prove match and has old models overpriced on websites such as Walmart. Dicks Sporting Goods was selling new 2020 models of the SW600 rower for 269.98. The new 2023 model for a little over 900. NordicTrack is still advertising/ selling the old model for over 800 dollars. Rather than selling/ advertising the new machines and selling the old machines for a reasonable price such as Dicks Sporting Goods, I feel NordicTrack/ iFit are manipulating unaware costumers of purchasing old stock for price of new stock. I love the product and would love to be able to purchase the 2020 model for a comparable price that Dicks Sporting Goods sold theirs for, it k can’t fathom buying the 2020 model when I could just purchase the 2023 model for the same price. But once again… Dicks Sporting Goods is the only website/ company advertising the new models. Even the Proform models which are similar/ comparable to the older 2020 model are overpriced. As much as I would love to buy a machine, when I see things like this, I would rather not waste my money. It’s very disappointing. It looks like the rowers at Planet Fitness will have to continue to suffice.
Business Response
Date: 01/15/2024
Hello,
We appreciate you bringing this to our attention. Thank you for your feedback, as always it is appreciated. 3rd party companies pricing can vary widely dependent on many factors but if there are any questions I would advise you to call into our sales department to see if there are any promotions going on. They know about all our current deals and discounts, their number is ###-###-####. Their hours are from 6-6 MST Mon-Fri. Thank you!

Customer Answer
Date: 01/15/2024

Complaint: ********

I am rejecting this response because: I did call the company. I was told that you don’t prove match third party competitors. Nobody mentioned anything to me about promotions/ deals. Nobody spoke on why the old equipment is selling for nearly the same price as the new technology/ equipment. Is your old 2020 equipment going to go on sale as Dicks Sporting Goods did, or are you going to keep advertising the old equipment for prices that meet yours or are over competitors newer equipment? Dicks Sporting Goods is a wonderful business, I understand you may not be able to meet their prices, but are you going to attempt to compete with others as them or just continue to tell costumers you don’t care what third parties are doing and hope to sell old equipment that’s overpriced? At this point I’m only speaking up due to my research and being astounded as to what I saw with your pricing and advertising. This goes with iFits other brands such as Proform. I feel this is a market most don’t look into and they should. As a costumer wanting to purchase a rowing machine, I now feel the best solution is to use the rowers at the gym. My research led me to believe iFit is misleading over offering promotions/ deals/ sales.

Sincerely,

**** ********
Initial Complaint
Date:01/11/2024
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 an warranty and the fans quit working. they cant get the fans working without replacing the console and they wont replace the console because of the fans. They charged me for a warranty. They have no intention of honoring.
Business Response
Date: 01/12/2024
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.

As *** is a seperate company with their own policy's as to what they will cover and we are unable to change those, however, we have gone ahead and issued you a new console for your machine as a one time courtsey. We apologize for all you have been through getting this resolved. Your order number is ICS9820761 You may track that once it ships at www.ifit.com. Please allow **** business days for processing and shipping.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 01/12/2024

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:01/11/2024
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.
Equipment not functions properly. It is out of warranty but there is a well know issue with these products and the company will not do anything to resolve it.
Business Response
Date: 01/12/2024
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, we are unable to offer a tech and parts as your manufacturer's warranty has expired as of 12/27/2022. However we do have a couple of Troubleshooting things you may try to see if that resolves your issue.
Pre-troubleshooting
1. Turn off and unplug the machine before handling wires or removing protective covers.
2. Pull up a copy of the user’s manual.

Check the following areas
1. Any area(s) where a part or wire was recently replaced
2. Any user-assembled wire connections
3. Underneath the motor hood (if applicable). Pay close attention to the wires connecting from the
on/off switch and the circuit board(s)
Verify each wire harness is attached correctly
1. Disconnect the wires
Press the latch, then pull the connectors apart (not the
wires).
2. Check for damage (replace damaged wires)
? Exposed copper
? Flattened wires
? Cut wires
? Bent/damaged pins
3. Reattach the connectors
? Align the red dots
? Usually, the wire colors on each wire harness
will also line up (B).
? Attach the latch at the catch
? You should hear or feel a click.
? Push on individual wires to make sure they are
fully seated in the connector.
Customer Answer
Date: 01/12/2024

Complaint: ********

I am rejecting this response because:
There are widespread, well documented issues with these machines and the manufacturer should have an obligation to make the customer whole. This is not an issue of warranty, it’s about a poorly designed product (nordictrack s22i studio cycle) with a major defect known to the manufacturer.

Sincerely,

****** *****
Business Response
Date: 01/17/2024
Hi ******,
In order for us to properly assist you with your complaint we must have additional information, please provide a video of the issue occurring and I will look into what options we potentially have available to rectify this on your behalf. Please send a video to *************************
Thank you
Customer Answer
Date: 01/18/2024

Complaint: ********

I am rejecting this response because:
I used YouTube videos to personally troubleshoot the product as directed by ifit representative. Upon completion, I determined that the control board was faulty and in need of repair. I ordered the part from ifit and had to pay full price because the representative I spoke with told me they were not authorized to send me the part without me paying for it.
You can view my order from your company records.
Upon receiving the new part, I removed the faulty part and replaced it with the new one and the machine now works as it should.
Please be aware that this electronic component required partial disassembly of the equipment for it to be replaced. It is housed within a protected area of the equipment and therefore was not subject to damage by a user. Rather it failed due to poor quality or design.
I want to be reimbursed for the cost of the faulty part. This machine was expensive and I would expect NordicTrack/ifit to have a reasonable response to quality issues plaguing their business rather than placing the burden on their customers.

Sincerely,

****** *****
Business Response
Date: 01/19/2024
Hi ******,
I'm so glad you were able to get your machine fixed and going again! That's great news! I'm sorry because your machine is no longer covered under the manufacturer's warranty we are uable to refund the cost of the part.
You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you

Customer Answer
Date: 01/22/2024

Complaint: ********

I am rejecting this response because:
Your company has taken no responsibility for the faulty components inside your equipment and has not offered any consideration for me as a consumer.
My investment in this equipment, time troubleshooting and making repairs, and lost utilization of the equipment from downtime is being dismissed by your organization and I will not stop fighting this issue.

Sincerely,

****** *****
Business Response
Date: 01/23/2024
Hi ******,
I'm sorry for the frustration, after careful consideration we have gone ahead and submitted a credit request for the amount of the part. That requests has been approved. Please allow 7-10 business days for that refund to be back in your account.
You are welcome to reach out to our Member Services at ***** *************** with any questions.
Thank you

Customer Answer
Date: 01/29/2024

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:01/11/2024
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.
Purchased a C1750 Treadmill 3 years ago, it has worked perfectly during that time, very happy with the product.One week a go it did a software update, the console is now unresponsive with a blank screen.Called I-Fit and was told I have to replace the screen at a cost of $1200.Interesting that the same part is available from I-fit in the US for the equivalent of $700 CND Talked to two authorized service centers in my area and they both confirmed this is very common issue due to a rogue software update.How can the customer be responsible to pay for this, very poor in not accepting accountability..
Business Response
Date: 01/12/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and issues. We completely understand where you are coming from on this matter.
I'm happy to take a look into this for you, could you please provide a picture of the screen turned off and then one with it turned on so that we may see the white screen?
Thank you

Customer Answer
Date: 01/12/2024

Better Business Bureau:

After sending further emails I finally contacted the business again but this time via the ******** Messenger page.
Issue was resolved in less than 30 minutes with them shipping me a new console free of charge, the person I was talking to was very knowledgeable and polite in the transaction
It is frustrating that I could not get the same response from the support line where I spent over 2 hours with the operator saying they are escalating to get the best result for me, which was a cost of $1200.

Sincerely,

***********************
Initial Complaint
Date:01/02/2024
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 originally bought a treadmill over the phone from a salesman who offered me a three year membership with iFIT. At the time, I wasnt sure if I even wanted the membership because I had never used it before. The salesman told me that I could cancel it any time and be issued a refund if I didnt like it. I have now been using this treadmill for a little over a year and Ive had nonstop problems using iFIT on my treadmill to the point I cant use the membership. Ive gone through all appropriate tech-support and I still cant get the iFIT to work on the treadmill without severely lagging and then ******* to catch up to where it should be. I called customer service and spoke to a man on the phone who said he would cancel my membership and issue me a refund. I checked my account and saw that he did not do that. I then contacted support through chat who told me to try another number. I called back again and this time spoke with a woman. She said it looked like they could issue me a refund. After waiting 25 minutes on the phone, all she said was that they could not issue me a refund at this time. I would like to cancel the remaining months of my membership with a refund, as originally promised when I first purchased this treadmill, and as promised by the man I spoke to on the phone.
Business Response
Date: 01/04/2024
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.

As of right now, our refund policy is only 30 days from when purchased with your charge being back in September of 2022, we would not be able to refund any of the charge. I listened to the call today from the agent and he said he could make sure you won't be charged from us again moving forward, which then cleared your payment information. That did not mean we would refund the charge as it's a financing charge and you aren't paying us, you are paying ******** because you already paid us in full.
The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS. If you wish to read more about the terms and conditions, please go to ***************************************************
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 01/04/2024

Complaint: 21085730

I am rejecting this response because: My original salesman told me I could cancel at anytime. I wouldnt have signed up otherwise. I would not have made a blind three year commitment to this program. Sounds like your salesmen need to properly communicate what your policies are if the company and salesmen are saying two different things. Regardless, I still cant use the service properly. When working out, the video lags for 6-8 seconds then catches up all at once, making everyone who uses the treadmill dizzy. It does this constantly through workouts. Weve reset the machine, updated software and gone through troubleshooting. I refuse to continue to pay for a program that doesnt work fully.

Sincerely,

*****************
Business Response
Date: 01/04/2024
Hi ****,
I'm sorry you are experiencing issues with your machine, I'm happy to troubleshoot a few things with you to see if we can get the lagging issue under control. Have you performed a pin hole reset on your console? If not please do so by following the instructions in your user's manual in the troubleshooting section. Once that has been performed please let us know if the lagging still is happening.

Thank you
Customer Answer
Date: 01/04/2024

Complaint: 21085730

I am rejecting this response because: yes, of course Ive completed that step. More than once.

Sincerely,

*****************
Business Response
Date: 01/05/2024
Thank you.
With the information provided, we would suggest contacting our iFit team directly for further assistance in diagnosing this issue. They can be reached at-**************.
Please let us know if you have any questions.
Have a great day!

Customer Answer
Date: 01/07/2024

Complaint: 21085730

I am rejecting this response because:
This is a non-answer that doesnt resolve my issue.
Sincerely,

*****************
Business Response
Date: 01/08/2024
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

Customer Answer
Date: 01/09/2024

Complaint: 21085730

I am rejecting this response because: I have already gone through this twice. This still doesnt resolve the problem that I was twice told that my membership could be cancelled and refunded and now the company is refusing. I dont want to spend more hours on the phone sitting in my basement once again resetting my machine. Another reset will not fix the problem if the first couple times didnt work.

Sincerely,

*****************
Business Response
Date: 01/09/2024
Hi ****,
We apologize for all you have been through, In order to look furhter into your refund we would need documentation of the sales agent who you worked with confirming this as we have no record of it in your account, otherwise we will need to stick ot our refund policy stated.

Thank you
Customer Answer
Date: 01/10/2024

Complaint: 21085730

The sales person was *********************, ************************************************, ************. I spoke with him on the telephone on or around September 19, 2022.

Sincerely,

*****************
Business Response
Date: 01/15/2024
Hi ****,
Thank you for providing that infomation reagarding your call. We were able to pull that phone record and listen to your conversation with the sales assoicate reagarding the ifiit membership. The only mention of a cancellation time frame as the 30 days given on the free month, after that you would be charged the year ifit amount which would go through your financing you did when purchasing the machine for the additional $7 a month, We apologize because you are outside that 30 day timeframe we are unable to offer a refund at this time.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 01/17/2024

Complaint: 21085730

I am rejecting this response because:
This is extremely unfair and inappropriate business practice. NordicTrack/iFit should be ashamed. This company is insisting to charge me for a service I cannot and will not use. 20-plus months of this service is remaing in what was originally sold. There is absolutely no good reason it cannot be cancelled and refunded, and the continued refusal to do so is a giant red flag to others who are exploring the service. I will be sure to tell anyone and everyone thinking of NordicTrack and iFit to steer clear of this business.
Sincerely,

*****************
Business Response
Date: 01/18/2024
Hi ****,
We can look into a potential resolution for the amount of time not used, if we are unable to resolve the buffering issues through troubleshooting. If we cannot repair the software issue occurring, we will look into alternative options.
Thank you
Initial Complaint
Date:01/01/2024
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 Proform 400 Protrainer bike and it said it needed an update and stopped working. I called and "chatted" the company and got the run around over 4 interactions. I returned the bike, I purchased another and it had the same issues, only it would never work properly, Again, I made no fewer than 6 calls and got conflicting stories. They said they would send me a new console/display and I waited two weeks and received only lube/grease - no console. I got every kind of dishonestly (it was sent to wrong address, there was wring shipping, there was no problem , etc - a different story every person I spoke to in south America) I repeatedly asked for a supervisor but never got one. I was told to call back in 28 business hours (5 days) and was again told to call back in again 28 business hours (again days passed) and no one would help. I waited 40 minutes for a supervisors and was finally told someone would call back - no one did. Third bike - still does not work. They are selling faulty bikes and they KNOW it! I have an Ifit account, and Ifit treadmill, and cannot use my account for the bike, but also miss out on my account! . They are knowingly selling faulty equipment and I understand they are facing a lawsuit. I want assistance with the product and all I get is a circle of words and dishonesty. I have had issues with my treadmill from the same company regarding interface issue, but gave up since my treadmill still technically works - just not as promised. This is very sneaky and deceitful. No wonder they are being sued!
Business Response
Date: 01/02/2024
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, I have gone ahead and processed an order for a new console for you. Your order number is ********** you may track it at ************* We apologize for all you have been through. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.

Customer Answer
Date: 01/03/2024

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.

Sincerely,

****** ******
Customer Answer
Date: 01/17/2024

Complaint: 21082226

I am rejecting this response because:Thank you for assisting with my complaint against Ifit/ICON Fitness. They responded that they would send me a new console display, and they did. However, it is the wrong one and will not connect to my machine, and I am unable to get any assistance through their support channels. It is ridiculous. They certainly took care of business when BBB got involved at lightening speed, however, it was again incompetent and provided no resolution and I believe my case is now closed because I said I was agreeable to a new console. I expected the right console! Are you able to help? Thank you, *************************

Sincerely,

*************************
Business Response
Date: 01/17/2024
Hi ******,
I'm happy to take a look into this for you, can you please verify the model and serial number off the white or silver sticker on the frame of your machine?

Thank you
Initial Complaint
Date:12/28/2023
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've owned the NordicTrack Fusion CST for less than five years and am now facing the need for a third tablet replacement to maintain full functionality. Despite the high cost of over $2,000 for the system, NordicTrack has not provided a satisfactory solution to replace the tablet. The tablet is essential for utilizing all features of the machine, yet repeated issues with its performance and durability have led to significant inconvenience and dissatisfaction."
Business Response
Date: 12/29/2023
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 reviewing your account with the infomation given in this complaint, we have no history of the tablet replacments you are referring to, I'm happy to look further into this for you, could you tell us where you received the tablets? or could you have another account under a different phone number or email? Any info regarding these replacements would be apprecitated.
Thank you
Customer Answer
Date: 12/29/2023

Complaint: 21067472

I am rejecting this response because: I worked with local distributor (Sports & Fitness Exchange) where I purchased the Fusion CST. Regardless of the purchase origin the fact that the only tablet that will work with the Fusion CST is proprietary and unavailable without placing an order for an entirely new Fusion CST does not seem like a great customer experience or business practice. Make it easier for your clientele to continue to use your products and your reviews will be far better which should lead to future sales.
How do I utilize the iFit memberships I just renewed without a tablet that works.
Sincerely,

***************************
Business Response
Date: 01/02/2024
Hi ******,
I'm sorry for all the frustration this has caused you, we completely understad where you are coming from on this. In order to further review this issue we will need documentation of what issues were found and why the tablet was replaced by Sports Fitness and Exchange. once we have that we will be able to move forward on this for you. Please attach those documents once you are able to.

Thank you

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