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:12/09/2023
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.
Hello,

I purchased a Nordic Track Commercial 1750 treadmill and also paud for the services to install the treadmill in our house. The installers installed the treadmill but could not get the treadmill to work as one of the wires was defective. The installers told us that they requested for a relacement part and someone from iFit will take care of it.
We were not satisfied by this issue and asked NordicTrack to send us a new treadmill. They denied our request saying that the defect doesn't qualify for replacement as we did not take extended warranty. We are now stuck with this expensive defective treadmill that is not working. We don't want to have a defective machine delivered as our payment warrants a functioning machine.
We request BBB to intervene and arrange for a replacement of a new treadmill.
Business Response
Date: 12/11/2023
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 reviewiing your account we can see that the part order was delivered on 12/09/2023 with tracking number **********************************. I apologize for the inconvienance this has caused you, we are unable to provide a replacement at this time due to the machine being able to be repaired. We will need to send out a certified technician to repair the machine before any further action would be considered. Please confirm that the part provided did not resolve the issue you are having? If you have not installed the provided part yet I'm happy to provide a tech to install the part and get the machine up to manufacturer's specs if you prefer along with provide you with downtime added back to your warranty for the time the machine has been waiting for repair.
Thank you
Initial Complaint
Date:12/08/2023
Type:Delivery 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.
Nordic Track VU19 Stationary bicycle was ordered September 1, 2023. I received it and assembled it. It will not operate.

After contacting the website and describing the problem, their representative created an internal order for spare parts on November 10. Their internal Order number is **********
The parts have not been received, so the machine does not function. I would like a refund or a replacement. I would like to begin using the machine that I purchased.
Business Response
Date: 12/11/2023
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 I can see that those replacement parts were shipped on 11/13/2023, after doing some tracking and digging I can see that they appear to be lost in transit, that being said I have gone ahead and ordered you new replacment parts and upgraded the shipping so that they will arrive sooner, You new order number is ********** you may track it once it ships 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.
Initial Complaint
Date:12/08/2023
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.
Product was to be delivered on a particular date. They called to schedule it. I had to take the day off from work because they required some one to be here. Never showed never answered the phone. I am seeking the loss of a work day and an actual response from Proform.
Business Response
Date: 12/08/2023
Hi ****,
We are so sorry about the inconveniences and the frustrations that you have experienced with your order thus far. We completely understand where you are coming from on this matter.

I was able to reach out to our ***************** and they have gone ahead and issued you a credit of $100 to your account for your loss. I'm deeply sorry you had to experience that. We have also contacted the assembly 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: 12/08/2023

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.
This felt sincere and I thank you for that.

Sincerely,

***********************
Initial Complaint
Date:12/04/2023
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.
I bought the Commercial 2450 treadmill from Nordictrack on 12/27/2022 for $2574. Ever since I had recieved the machine in January, it has had issues. The belt does not run correctly (and has also stopped during workouts), which the company suggested oiling and tightening of screws. That would be a temporary fix and then it would reoccur. I tried contacting the company about performing work on it, but have not heard back. The other issue is that the fan stopped working. The machine is less than a year old and just keeps having issues. I also own an older elliptical from Nordictrack (which I bought new) that has not had issues.
Business Response
Date: 12/05/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

After reviewing your account, I have gone ahead and requested a technician to come out and diagnose your issue, I have also ordered some parts that he may need just in case he finds an issue. Those parts will ship directly to your home, once they arrive the tech will be notified and will contact you to set up your appointment. Please allow 7-10 business days for shipping.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 12/21/2023

Complaint: 20955201

I am rejecting this response because:The company sent parts to an incorrect address, so my issue has not been resolved.
Sincerely,

*************************
Business Response
Date: 12/22/2023
Hi *****,
I'm happy to resend those to you, please confirm the shipping address we need to send them to. Thank you
Customer Answer
Date: 01/10/2024

Complaint: 20955201

I am rejecting this response because:
Yes, please send them this address:

212 *********************
******** ** 77354

Thank you

Sincerely,

*************************
Business Response
Date: 01/10/2024
Hi *****,
My apologies again regarding shipping to the wrong address. I've placed another order for those parts. Your order number is ICS9818578 you may track it once it ships at www.ifit.com by using that order number. Please let me know if you have any additional questions.
Thank you
Initial Complaint
Date:12/04/2023
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.
My NordicTrack treadmill was delivered 11/11/23. I paid $249 for white glove delivery and assembly. Upon delivery, the right fan was not operational. The left fan worked correctly.

I emailed iFit on 11/13/23 and informed them of the problem with the right fan. The company requested additional information, including a video of the problem. I provided them with the information and the company agreed to send me a replacement fan along with installation instructions.

I received the replacement fan on 11/25/23 but there were no installation instructions. I emailed the company on 11/27/23 and told them the instructions were missing. I received an automated reply on 11/27/23 directing me to a troubleshooting webpage that did not pertain to my issue.

I emailed the company again on 11/27/23, told them their previous reply did not pertain to my issue, and referred them to the open support case (Case ********). At that time, I informed the company that since the unit was defective upon delivery and they had failed to adequately address the problem, I wanted them to send a service tech to make the repair.

The company did not respond to my email. On 11/30/23, I sent a follow up email. The company did not respond to my email.

I am therefore requesting that iFit send a service technician to make the repair to the equipment that was defective upon delivery. Again, I have the replacement part.
Business Response
Date: 12/06/2023
Hello ****,

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewig your account I was able to go ahead and set up a technician to come out and install that fan for you. Your service order number is ********** Please allow 3-5 business days for the tech to reach out for scheduling.
If you have any questions, you can contact our Member Services at ************** (****)
Thank you

Customer Answer
Date: 12/06/2023

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:12/04/2023
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 used my treadmill last week. I went to use it yesterday and I got a
message on the screen saying READING UPDATE.INI and now my treadmill
is not working and your customer support team says that I have to buy
a new machine.

This is totally unacceptable. I did nothing to make my machine not
work, it was working perfectly a couple of days ago and your company
sent out an update and that broke my machine and rendered it unusable.
It seems that your company has the ability to disable any machine at
any time so people have to buy a new machine for thousands of dollars.
Business Response
Date: 12/04/2023
Hello *****,

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have reached out to our member care mangament regarding your issue. They have confirmed that this console is no longer available to this is not a software issue. The only way to resolve this issue would be to purchase a new machine, We are happy to provide you with 20% off a new product. I'm sorry for the inconvienance this has caused you.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 12/04/2023

Complaint: ********

I am rejecting this response because: I went thru weeks of talking to an escalated department because I sent an email to the CEO. They totally disabled my machine with the update they sent and refused to fix it because they say they can't.
They offered me 20% off and are trying to force me to buy a new machine when I did nothing wrong and they disabled it. There is a class action lawsuit pertaining to what I have explained.
They need to send me a new machine.

Sincerely,

***** *******
Business Response
Date: 12/06/2023
Hi *****,
The software update you are referencing occurred with our newer models and has since been rectified. we have confirmed that a SD card that was sent fixes any software related issues.Where the console is still not functioning properly after the SD card was installed, unfortunately we have confirmed this to be direct tablet failure within the hardware of the console. We apologize for any frustration this has caused, we do not have the means to fix the issue and sadly the machine is no longer covered under warranty as this model is a 2014 product nearing it's end of life. We are unable to send a replacment due to being outside the manurfacturer's warranty. Due to this, at this time we will be standing firm on the offer provided. As we would love to keep you as a member with IFIT, we do understand if you do not want to move forward with purchasing a discounted product but if you decide you would like to in the future the offer will still stand.As of now, no further action will be taken and we will consider this matter resolved.
If you have any questions, you can contact our Member Services at ************** (****)
Thank you
Initial Complaint
Date:12/03/2023
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 purchased a Norditracj s22i in May of this year. The screen stopped working about 8 weeks ago. After a long back and forth with the company they shipped me a controller cable and I had to wait a few weeks for a technician to come and see if that fixed it. He arrived and said I needed a new monitor. Nobody called from ifit; so I had to call a week later and they informed me they would be ordering me a replacement monitor and it was in stock. I received notification that another replacement controller is being sent instead of a monitor.

I’d like a replacement s22i to be sent and I can send this one back so they can fix it.
Business Response
Date: 12/04/2023
Hello ***********,

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account infomation and history, we can confirm that the tech that came out on ********** on 11/26/23 did indeed request a controller and not a console as per their tech notes submitted into our service coordinator. In order for a console to be send the technician will need to request one.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Initial Complaint
Date:12/02/2023
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.
On April 12th 2023 I bought a new NordicTrack treadmill at DICKS Sport. The cost for this equipment was 1200 USD.
After using the equipment it started to make noises and also it was deprogrammed. I issued my first complaint on September 15th (case number: ******). The company sent me some directions to reset the equipment and I was able to use it but the noise didn't go away.
The equipment keeps doing the same thing I need to reset/reboot the equipment several times.
Recently the equipment made a louder noise that came from the console and a new error message pops up showing that the equipment keeps stopping.
On Dec 1st (case number: ******) I issued a new ticket complaining about the same thing sending a video with the problem. The vendor asked me to reset again the console, which I did and I was able to use the equipment but the noise problem didn't go away, but the next time that I wanted to use my treadmill the console showed the same error. I am tired of doing this process in new equipment.
I am asking the vendor to send a technician with a new console but they are refusing to do that. They dont want to replace the defective console of my treadmill.
I paid a lot of money for new equipment which came defective and the vendor must be responsible for their poor quality.
Business Response
Date: 12/04/2023
Hello *********-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account we have gone ahead and processed an order for a new console. Your order number is ********** you may track it once it ships at ************* Please allow 7-10 business days for shipping.
You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you
Initial Complaint
Date:12/01/2023
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.
Subject: Malfunctioning Commercial **** Treadmill Under Warranty and ********************* from ******************************************** Details:Product: Commercial **** Treadmill purchased from Nordick Track Price: $2,500 Issue Description: The treadmill ceased functioning after four months of use. The issue remains unresolved despite multiple service visits by Nordick Track technicians over six months.Customer Service Interactions: Extensive communication with customer service has been ineffective. Efforts to escalate the matter within Nordick Track have been unsuccessful. There have been instances of the customer service team not taking my wife seriously and scheduling appointments faultily while I have been deployed out of the country. iFit Case #******** is a reference to our ongoing issues.Urgency: I am scheduled for another deployment soon and urgently need this matter resolved before my departure.Desired Resolution:I request a complete repair of the treadmill to a functional state, a replacement with a new unit, or a full refund of the purchase price. It is critical that Nordick Track adheres to their warranty terms and provides effective, respectful customer service, especially considering the difficulties faced during my deployments.
Business Response
Date: 12/04/2023
Hello *******,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I'm happy to help get this resolved for you, after reviewing your open service order and talking with the tech, he has recommended replacing a few items on your machine. We have gone ahead and ordered those for you. Your order number is ICS9793903 you may track it once it ships at www.ifit.com. Please allow **** business days for shipping. Once the parts arrive to you the tech will be notified and will reach out for scheduling.
I apologize for all you have been through. I'm 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: 12/07/2023

Complaint: 20945989

Dear Nordictrack / IFIT team,

Thank you for NordicTracks response to my complaint (Case #********) filed with the Better Business Bureau. The offer of an extended warranty and reimbursing the iFIT subscription are positive steps, showing a commitment to customer satisfaction. However, I cannot accept the proposal as it stands, since it doesnt fully resolve the main issue.

The problem is with the treadmill itself. Despite replacing various parts, it still doesnt work. Continuing to replace parts seems inefficient and ineffective as all parts have already been replaced once.

I suggest a change to your offer: If the next repair attempt fails, I request that NordicTrack replaces the treadmill with a new or similar model and takes back the faulty one for either refurbishment or disposal.

This approach offers a clear resolution. It gives me assurance while allowing NordicTrack another chance to fix the current treadmill. This fair solution should help conclude this issue satisfactorily.

I await your response and a revised offer incorporating my suggestion.

Thank you for considering this matter.

Sincerely,
***************************
Business Response
Date: 12/08/2023
Hi *******,
I apologize for all the frustration this has caused you, we need to follow through on what the technican has requested, if the service is unsucessful we can then look into further options available to you. We can assure you that our service team is working closely with the tech to esure that we get this resolved as quickly as possible for you. Please let us know if you have any addtional questions.
Thank you
Customer Answer
Date: 12/08/2023

Complaint: 20945989

Thank you for your quick response to my issue with the treadmill (Case #********). Although I acknowledge your recognition of my frustration, I am disappointed with the suggested solution.
The idea to "proceed as the technician suggests" and then "explore other options" if that fails lacks the definite resolution I need. This vague approach mirrors the past seven months of unproductive responses, leading to our current impasse.
Given the prolonged duration of this issue, a solid and decisive plan is overdue. A company of your standing should have already explored all avenues and be prepared to provide a satisfactory and efficient resolution.
Thus, I cannot accept the proposed solution. A clear and written commitment is necessary, stating that if the next repair attempt fails, a replacement treadmill will be provided, with a specified timeline.
Vague promises like "we will consider our options" are no longer sufficient. I am ready to take further action if a clear and satisfactory solution is not offered soon. I trust NordicTrack understands the need for a swift and effective resolution.
I await a revised proposal with a clear and written action plan.
Sincerely,
*******

Business Response
Date: 12/11/2023
Hi *******,
Thank you for reaching back out, I have confirmation as of 12/8/2023 that your machine is up to manufacturere's specs. Please let us know if we can be of further assistance. Thank you
Customer Answer
Date: 12/13/2023

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:11/29/2023
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.
Purchased treadmill in 2020 the foundational base of the treadmill has failed.

Cannot get anywhere with their "customer service" team. First call was answered by someone remotely and had to hangup after 3 minutes of yelling in the background. Second call the person had to restart their computer and was going to call me back - never called. Third one put me on hold and then said they had to have someone else call me back. They "did not have the option to transfer to the person that needed to speak" with me.

Warranty clearly defines that the "frame" is warrantied for 10 years. The company is trying to claim that "frame" only includes a singular bar that is called frame, not the actual frame of the treadmill.

The treadmill was kept in a climate controlled environment and was rated for 300 lbs. and under. Any use was by an individual that weighed around 160 lbs. There is no way that this part should have failed at this point.

Model NTL14129.9 Key #39.

An acceptable resolution would be to provide the piece noted above in order to complete the repair.
Business Response
Date: 11/30/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
I'm happy to look into this for you, could you please provide a picture of the machine's broken piece so we can better assist you?

Thank you

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