Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:06/19/2025

  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 purchased two treadmills from Ifit on July 30th,2024, for around $5,000 and they have both been an issue since the day I got them and I have been unable to use them more than a handful of times in the year that I have had them. I contacted Ifit to fix the issue, they sent a tech to replace the consoles of the treadmills thinking that would fix the problem and it has not. I have contacted Ifit over 10 times to resolve this issue getting no resolve. In no way am I just looking to get my money back because I don’t want to spend it, I just want to have treadmills that work. I am at the point I want a refund and they continue to deny me that.

  

  Business Response

  Date: 06/23/2025

  ********, 

  Thank you for reaching out with your concerns. I am so sorry to hear that a solution has yet to be met! I am hopeful that I can assist with this. 

  I understand that the problems with the unit still remain, but can you please elaborate on what these problems are? Any details you can provide to further explain the situation and what you are experiencing are appreciated.

  I look forward to hearing back, and being of assistance soon!

  Kindly, 

  iFit BBB

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: 23491640
  
  
  
  I am rejecting this response because:
  
  
  Since purchasing two treadmills I have been unable to use both of them without error messages popping up on the screen stating there is a communication problem to the treadmill and to unplug making them unusable. I have gone through all of the manual resets suggested by Ifit tech support.  I have had both consoles replaced by a service tech hired by ifit and still experiencing the same problem after they have been replaced.  I have also installed a booster for the internet to rule out any internet problem. I feel I have gone above and beyond to try to fix the problem in order for them to work and bottom line they don’t.  I would not even be able to resell them to anyone and tell them they are working so basically have become useless which is why I am requesting a refund. Spending $5,000 on two treadmills and not have them work since day one is more than frustrating it’s just wrong and I would hope as a company you will make this right.  I ultimately just wanted treadmills to work in order to help my family get healthy and I have been given a headache in return. This is going on a year of dealing with this headache I hope to come to a resolution very soon.

  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 06/24/2025

  ********, 

  Thank you for your response, and further elaboration on the issues you are experiencing. 

  I can certainly understand why you would be frustrated as you continue to experience problems after implementing different things that should have allowed for improvement. This said, a return through iFit would not be an option as both units were purchased from a third party retailer. Have you communicated your concerns with Amazon to see what kind of options they offer?

  Regardless, our team intends to help, it just may not be by way of return. Please let me know if you are interested in discussing alternatives, and we can get this handled. 

  Best, 

  iFit BBB

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: 23491640
  
  
  
  I am rejecting this response because:

  I have contacted Amazon multiple times, spending several hours on the phone between the two companies; Amazon and Ifit.  Amazon continues to say I need to contact the seller because it is out of their 30 DAY return window and the warranty of the product will fall on the seller/manufacturer.     

  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 06/25/2025

  ********, 

  Thank you for getting back to me with these details! 

  I can certainly understand Amazon's return policy, and it makes sense that the handling of this matter would fall within the manufacturers warranty. This said, a return would not be an option through us either considering we were not the place of purchase. If possible, I would like to connect over the phone and discuss details and next steps further. Is there a time in coming days or weeks that you could be available?

  Please advise, and I will be sure to get in touch. 

  Best regards, 

  iFit BBB

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: 23491640
  
  
  
  I am rejecting this response because:

  Yes I am available today and tomorrow anytime, my phone number is **********
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 06/25/2025

  ********, 

  Thank you for getting back to me so quickly!

  I have some availability on my schedule for tomorrow at 12PM MST, and will plan to be in touch accordingly. 

  I look forward to speaking more soon. 

  Best regards, 

  iFit BBB

• Initial Complaint

  Date:06/13/2025

  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 Nordiktrack treadmill about 11 months ago and the incline motor stopped working. I submitted a warranty claim and never heard back. I called the company to inquire and over the course of two hours was given four different reasons why my machine was not eligible for warranty coverage - the final being that warranties are from the date of manufacture rather than purchase. The machine according to them was manufactured in 2022 and purchased in 2024 so came with no warranty what so ever. At that point I asked to speak to a manager as I was quite tired of being given changing answers as to why they would not honour the warranty. Their website clearly states warranty is from the date of purchase. After some back and forth with the manager, there was an agreement to contact me the next day and to send shipping information for the broken part (labour should be included since it was within the first year of purchase but I had already wasted two hours fighting for the part and it didn't seem worth it). Four days later, no contact except for a response to the original inquiry saying they see it has been resolved.

  

  Business Response

  Date: 06/17/2025

  ******, 

  Thank you for reaching out, and bringing your concerns to our attention! 

  I was able to pull your account, and can determine a supervisor on our side agreed to send a replacement incline controller as a one time courtesy. I am happy to ensure that this is sent out promptly, can you please first confirm your units model and serial number? Once received, I will see to ordering the parts.

  Kindly, 

  iFit BBB

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: 23466215
  
  
  
  I am rejecting this response because:

  I have no confirmation that the replacement part has been shipped and therefore the case remains unresolved. Since I was previously assured that the part was on its way I’ve lost trust in a verbal commitment. I have provided my model and serial number to more than one CS agent and it is difficult to believe there was a commitment to ship it if my model and serial number disappeared from the file. 
  

  Happy to provide yet again. Model number ********** 

  Serial #*************

  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 06/18/2025

  ******, 

  Thank you for your prompt response, and confirmation of the units model and serial numbers. 

  At this time, I have sent through a one time courtesy part order on your behalf. A replacement incline motor and incline controller will ship from our warehouse to you directly. A seperate confirmation email should be coming through soon, but for good measure the order number is as follows: *********. 

  Please let me know if you have further questions at this time!
  

  Best regards, 

  iFit BBB

  

  Business Response

  Date: 06/18/2025

  ******, 

  Thank you for your prompt response, and confirmation of the units model and serial numbers. 

  At this time, I have sent through a one time courtesy part order on your behalf. A replacement incline motor and incline controller will ship from our warehouse to you directly. A seperate confirmation email should be coming through soon, but for good measure the order number is as follows: *********. 

  Please let me know if you have further questions at this time!
  

  Best regards, 

  iFit BBB

  

  Business Response

  Date: 06/18/2025

  ******, 

  Thank you for your prompt response, and confirmation of the units model and serial numbers. 

  At this time, I have sent through a one time courtesy part order on your behalf. A replacement incline motor and incline controller will ship from our warehouse to you directly. A seperate confirmation email should be coming through soon, but for good measure the order number is as follows: *********. 

  Please let me know if you have further questions at this time!
  

  Best regards, 

  iFit BBB

• Initial Complaint

  Date:06/08/2025

  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 purchased an X11i treadmill from Nordic Track a little over 10 years ago. As an Exercise Physiologist, I take excellent care of my incline trainer. It has been working perfectly until a few weeks ago. My 17 y.o. daughter was using the treadmill when an I-Fit upgrade notification came up on the touch screen. My daughter pressed cancel as she was in the middle of her workout. The treadmill stopped in its tracks at a 20 percent incline and has not worked since. I called the Nordic Track customer care line multiple times and spoke to the I-Fit side, the Nordic Track side, and even a manager within the company. All stated that there was absolutely nothing they can do since there are no further computer upgrades for my treadmill and that I would just have to buy a new treadmill. One I-Fit staff member that I spoke to reached out to sales and came back with a 10% discount towards the purchase of a new treadmill. I told her that was completely unacceptable and then asked to speak to a manager. When the manager stated that there was nothing he could do, I then I requested for a Director to contact me. No one has reached out within the past 2 weeks. I still have a treadmill in my personal gym that is stuck at an incline and does not work at all. I requested that my treadmill either gets fixed by Nordic Track, I get a refurbished Nordic Track incline trainer at no cost to me (including removal of my treadmill that no longer works) or the company gives me a substantial 80-90% discount towards the purchase of a new treadmill. Once again, the only reason my treadmill stopped working is due to the I-Fit computer upgrade malfunction which is of no fault of my own.

  

  Business Response

  Date: 06/09/2025

  ****, 

  Thank you for reaching out! We appreciate the opportunity to discuss your situation further. 

  A 10 year old piece of equipment is far outside of the manufacturers warranty, as well as is likely reaching the end of it's lifespan. Like any product on the market today, as years pass devices become outdated and eventually need to be upgraded in order to function properly and support its users. Because iFit is ever-changing and advancing through new technologies units from 10+ years ago are not equipped to handle necessary updates. 

  I understand how this can be frustrating, and would be happy to assist with the 10% discount on a new unit should you choose to continue as an iFit/NordicTrack user. Thank you for understanding!

  Best regards, 

  ****** J. iFit BBB Rep

  Customer Answer

  Date: 06/10/2025

  
  
  Complaint: 23441659
  
  
  
  I am rejecting this response because: My treadmill was working perfectly until the I-Fit upgrade screen came up during my daughter's workout.  The treadmill belt suddenly stopped at a 20 percent incline.  Due to your I-Fit technology, my treadmill no longer functions at all.  I expect for you to, at the least, email me the last upgrade that will work for my treadmill so that my wife (IT Director) can install it.  That way my treadmill will work perfectly again.  If you are unable to do this for me, then I expect to receive a refurbished incline trainer at no cost to me or an 80-90 percent discount on a new one.  Your 10 percent offer is completely unacceptable.  Once again, there was NOTHING wrong with my treadmill until your software stopped it in its tracks.  I only want my treadmill to work in the manual mode.  As an Exercise Physiologist, I do not need any I-Fit software.  I simply want my treadmill to function properly again.   
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 06/11/2025

  ****, 

  Thank you for getting back to me!

  Unfortunately, updates are necessary for the treadmills function. If the treadmill is not up to date then it will begin to experience other issues such as freezing, buffering, or complete access loss. There is not a way for us to revert to the previous version, nor would this successfully alleviate your issue. The treadmill is no longer working as it has reached the end of it's life. If you are only looking to use equipment in a manual mode, I would recommend getting a unit which does not have complex technological features that way things like updates and software are not a factor. 

  Again, I apologize for this inconvenience. Our offer regarding a discount stands if you wish to take it. 

  Best regards, 

  ****** J. iFit BBB Rep

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: 23441659
  
  
  
  I am rejecting this response because:

  How can my treadmill be at "End of life" if it worked perfectly up until the I-Fit upgrade message came up on my screen?  Once again, I am an Exercise Physiologist.  I take very good care of my treadmill.  I expect my treadmill to work again.  If that is no longer possible, then I expect a refurbished incline trainer to be sent to me at a very low cost to me given that that I-Fit component is the ONLY reason my treadmill stopped working.  If I can't get a refurbished treadmill, I am open to suggestions.  However, your 10% discount offer for a new treadmill is like a slap in the face from your company and completely unacceptable.  I have purchased 3 treadmills from Nordictrack.com.  The other two are still working simply because they do not have the I-Fit technology.  I never used nor wanted the I-Fit technology.  I simply wanted an incline trainer that rises up to a 40% incline.  It's time your company starts showing me some outstanding customer service like an A+ BBB company would do.  I will await to here what you can offer me.     
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 06/13/2025

  ****, 

  I apologize that we are not able to meet an agreeable solution here. 

  A replacement or 90% discount on 10+ year old unit is not going to be an option. I hope you can understand that products age and sometimes ultimately need to be replaced over time. Again, on iFit compatible pieces of equipment the software is a huge factor. Similarly to cell phones, the phone itself may work, but as more and more updates release your old phone eventually becomes unable to function to the standard required for use. If your unit is too old to support everchanging updates, then it has reached it's end of life. Because you have been a loyal NordicTrack user over the years we can increase the discount offer to 20% off a new unit of your choice, but this is the highest we can go under the circumstances. 

  I appreciate your understanding!

  Best regards,

  Customer Answer

  Date: 06/22/2025

  
  
  Complaint: 23441659
  
  
  
  I am rejecting this response because:

  Subject: Request for USB Recovery or Offline Fix for
  iFit Loop - (2014) X11i Incline Trainer

  Dear NordicTrack/iFit Support Team,
  

  I am writing as a longstanding and loyal customer. I have
  purchased three treadmills from NordicTrack over the years, and I have
  been very satisfied with the equipment itself.
  Unfortunately, my (2014) X11i incline trainer is
  currently unusable due to the iFit console being stuck in a continuous boot
  loop. This issue began after the most recent software upgrade prompt
  appeared, which caused the machine to freeze — it is now stuck at a 20% incline
  and will not boot past the iFit loading screen.
  The treadmill hardware itself is in excellent working
  condition, and it is extremely frustrating that the software issue has
  rendered it non-functional. I am not looking for new features or updates — I
  simply want to use the treadmill in manual mode or restore basic
  functionality.

  
  I respectfully request that NordicTrack/iFit provide one of
  the following solutions:
  

  A USB
  recovery drive or downloadable firmware image to reset or downgrade
  the console which ChatGPT stated the company can provide
  A method
  to bypass iFit login and use the treadmill offline which ChatGPT
  stated the company can provide
  A repair
  or replacement option for the console/tablet (even if refurbished)
  

  As a loyal customer with multiple NordicTrack purchases, I
  hope you can assist me in finding a path forward that doesn’t involve
  discarding a mechanically sound machine. 
  Throwing away a perfectly good treadmill in pristine mechanical order
  would be, not only wasteful, but a completely unnecessary environmental
  impact. 
  Thank you for your time and support.  I would appreciate a response from your
  technical or product support team as soon as possible.
  
  Sincerely,
  
  
  **** ****
  Model: NordicTrack X11i (11/2014) MB
  Serial Number: ***********
  

  

  Business Response

  Date: 06/24/2025

  ****, 

  I appreciate your response, and certainly understand the impact this machines aging is having on your workout routine. 

  At this time there is not a way for the machine to revert to a previous software. Even if this was a possibility, it is not a sustainable solution as our units are designed with hardware and software as equal partners. If one of these functions is not correct, in turn the others functionality suffers until eventually the internal firmware fails-which is what has occurred in your situation. Due to the age and growing incompatibility, the consoles for this particular unit have not been manufacturered for years, making a replacement a non-option. 

  Again, as an iFit team we apologize for this inconvenience, and would be happy to discuss the discount option further. 

  Kindly, 

  iFit BBB

  Customer Answer

  Date: 06/28/2025

  
  
  Complaint: 23441659
  
  
  
  I am rejecting this response because:

  Unfortunately, you have not offered anything that is satisfactory to me.  I had a perfectly working treadmill one day and a very heavy piece of garbage the next day.  I will not be buying any more products from you company if this is what happens.  

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:06/08/2025

  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 a Proform elliptical with iFit in 2020 during the pandemic through Amazon. 4-5 years later, one day the elliptical stopped working. The display console's software got upgraded online and the software wasn't working. I contacted iFit support. They provided an usb image to put on the usb stick. Tried it. Did not solve the problem. Then at that point, they forced me to buy a new display console. Their software broke the elliptical and they refused to replace the console for free or provide a software fix. The elliptical is now not functional just because the software upgrade broke the display console.

  

  Business Response

  Date: 06/09/2025

  Good Afternoon *****, 

  As an iFit team we appreciate your outreach and provision of concerns!

  I am very sorry the Console on your unit has gone out, and therefore rendered your machine unfunctional. At the time of this breakdown the units manufacturers warranty was expired. It is for this reason that a complimentary replacement would not be offered. This said, we are happy to dicuss potential replacement discounts if you are interested in working together toward a solution. 

  I appreciate your attention to this matter, and hope to hear back soon. 

  Best regards, 

  ****** ** iFit BBB Rep

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: 23440001
  
  
  
  I am rejecting this response because:

  The elliptical only worked for 4-5 years and the console is now broken.  Even though the warranty has expired, one would expect it to continue to work.  It is unreasonable that a device like this to have worked only 4-5 years.  If it was stated on your product that it'll only work for 4-5 years, nobody would buy this product.

  I'm not satisfied being offered a discount on the console.  The software was broken by your online software updates.

  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 06/13/2025

  *****, 

  Thank you for getting back to me on this!

  There are numerous factors which play into the longevity of the units parts. To name a few: plugging the unit in on a surge protector, power cycling between uses, and even completing annual maintenance.  While the units are designed to last, circumstances vary between users. For your specific piece of equipment, the manufacturer takes responsibility for any failures within the first three years of ownership. Past the first three years it is the responsibility of the equipments owner to either purchase an extended warranty (if elligible), or cover the costs of any failures that occur after the manufacturers warranty expiration. 

  I understand this is not an ideal situation, and am here to assist if you decide you would like to proceed with the discounted replacement offer. 

  Best regards

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: 23440001
  
  
  
  I am rejecting this response because:
  

  The provided reasoning for the display console failure was both irrelevant and irresponsible.  The display console was made dis-functional by software updates. The display console hardware is functional.  Again as I stated, no one would buy such a device if they knew the software updates would make the device not function.

  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/07/2025

  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.

  On or around May 19 I called IFIT to schedule an appointment to have a maintenance call on a proforma exercise bike thru an extended warranty contract with Universal Technical Services also in Logan Utah. The protocol is to schedule thru IFIT and they contact UTS to schedule. Upon scheduling the appointment I was informed an additional charge would be added due to excess mileage. Granted those terms are in the contact and I was charged $126.00. As excessive as the charge is I agreed to pay it for a maintenance and repair call. The repair tech scheduled the call but the repair parts never were received until 4 days after the repair tech had been here. There was nearly a 2 week interval between the time the part was ordered and the time the repair tech was scheduled. There was no reason why the part did not arrive other than the fact it was not ordered as confirmed by the repair tech. So I paid $126.00 plus a contract fee to have a warranted repair done on a Proform exercise bike that my husband had to do when the part finally arrived. It was a very simple repair but one that was under the warranty contract and would have been done by the repair tech if IFIT had ordered the part and had it delivered in a timely manner. This is typical protocol. This company sends out a tube of bearing grease every year a maintenance call is made. It generally arrives 2 business days after the call request. Wonderful news. There is nothing on the exercise bike that requires lubrication. Every bearing in the equipment is sealed. I feel as though IFIT needs to credit my account for $126.00 because of the following:
  1. The repair tech does not receive the money for the additional mileage. It becomes a profit center for the company.
  2. The repair part was not ordered in a timely manner. This prevented the repair tech from performing the repair that I had paid for.

  

  Business Response

  Date: 06/09/2025

  ********, 

  Thank you for bringing this matter to our attention! I am so sorry for the mis-communications, delays, and overall poor representation of our company values. 

  Our Members are our priority, and your experience is far from our expectation. I have put in a refund request for the $126, this will go through an approvals process, and then should be refunded back to the payment method. 

  Again, I am so sorry for this mishap. Please let me know if there is anything more we can assist with at this time!

  Best regards, 

  ****** ** iFit BBB Rep

  Customer Answer

  Date: 06/09/2025

  
  
  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:05/29/2025

  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 Nordictrack T Series 5 on 2-23-25 for $600 A week after I started using the treadmill it initiated an incline calibration process when I plugged in the key. I wasn’t sure if this was somehow normal so I didn’t do anything. About a week later when it happened again I called Nordictrack and was walked through manually performing an incline calibration. A week later it happened again. I called and was told to remove the cover over the motor and make sure all the wires were tight. About a week after that, it happened again. I called and a technician was scheduled to come out. I stayed with the technician as he tested all parts of the treadmill and explained that although everything he tested is working properly there is obviously an issue. He explained that when it happens again I need to call Nordictrack back so they could send the technician out again and this time he would replace what he referred to as “the brains” of the treadmill. He explained that this is the control panel. Two days later it happened again. I called Nordictrack back expecting to have a technician sent out when instead I spent over an hour arguing with a representative who refused to connect me with management and insisted I redo ever step over again from the beginning. Which I refused because it had already been done. Eventually I was connected with a supervisor who said I would need to send a video of the incline calibration process before they could proceed any further. I took a video of myself powering on the machine and plugging in the key. I promptly emailed the video to the supervisor who replied to the email by stating that this is a “normal” process. I then replied asking how it’s “normal” that this happens this frequently when I was told by one of the representatives that this should only happen once every several months. My email was never answered. My in laws purchased the same treadmill a month before mine and this has never happened. I want this fixed!

  

  Business Response

  Date: 06/02/2025

  Good Afternoon ******, 

  First and foremost, I want to apologize for the grievances you are experiencing with your treadmill. I can certainly understand why this would be frustrating!

  To confirm, the issue you are facing is in regards to the units incline feature. It is not that the incline doesn't work, but rather that the machine is completing very frequent incline calibrations. Is this correct?

  Please advise if so, and I will personally assist with getting both a part and service order arranged on your behalf. Thank you for giving us the chance to make this right. 

  Best regards, 

  ****** *****, iFit BBB Representative

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: 23394987
  
  
  
  I am rejecting this response because:
  
  I want to ensure this issue has been resolved before closing out this case. Yes it is correct that the issue is very frequent incline calibrations. Can you please contact me personally asap at ****************** to have this repaired? I have been dealing with back and forth from this company for months. 
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 06/06/2025

  ******, 

  I have sent you an email so that we can find a time to connect directly next week! 

  Have a nice weekend. 

  Best regards, 

  ****** ** iFit BBB Rep

  Customer Answer

  Date: 06/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23394987, and find that this resolution is satisfactory to me.  Parts are being delivered and a technician has been contacted for repair.
  
  
  Thank you very much,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/22/2025

  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.

  We ordered a Nordictrack a year ago, the machine broke after 6 months, it has been another 6 months with multiple attempts at getting someone to come out to fix the machine to no avail. We have taken multiple days off to try and make time for these service appointments for the machine. Any attempts at returning the machine or getting a refund are being refused by the company. their customer service is unprofessional and incapable. The machine has been broken for a considerable length of time, Nordictrack has been entirely unhelpful in resolving this situation, wasting hours of our time over the phone with their only recourse to offer "to reschedule the technician." At this point we refuse, as we are only interested in getting a refund. Their customer service is abysmal, it is absolutely criminal that they allow you to buy a machine they are unable to repair if it breaks. At no point was that ever mentioned, that they don't have any staff capable of repairing the machine if it breaks, as we've been trying to schedule that for 6 months now. After numerous attempts to schedule with them over the phone and through email, we managed to set one up. We previously had a service ticket open for months without anyone attending to our issue, despite follow up. We had to request off of work to make sure we're available for the repair, however the repairman never arrived. It took months again to reschedule, again we took off and no one arrived. To allow us to purchase a product with no relief for in person technical support and then refuse to refund what has become a completely broken machine is entirely unacceptable as an American business. This is absolutely ludicrous and we rightly demand a refund for the machine.

  

  Business Response

  Date: 05/23/2025

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  I'm having a hard time locating an account for you with the infomation provided. Do you happen to have a service order number that we could reference? any info would be helpful. 

  Thank you 

• Initial Complaint

  Date:05/20/2025

  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 a NordicTrack treadmill several years ago that included a screen on the console that would play workout and walking/jogging videos and show your heart rate and miles walked.
  
  After a couple of years of use, it then went unused for about 1-2 years. When we went to use it again, the screen was stuck in an endless boot cycle. Resetting the console to factory would stop the boot cycle, but as soon as it was connected to WiFi, it would automatically download an update that would send it back into the boot loop.
  
  In other words, an unavoidable update from NordicTrack / iFit broke the screen on my expensive treadmill. The screen broke due to no fault of my own, or anything I did to it.
  
  When I asked NordicTrack to provide a replacement for the screen, they had me run through an hour of troubleshooting (things I had already done on my own), and then told me they wouldn’t replace the screen because it was no longer under warranty. A replacement would cost me ~$500.
  
  Why is it my responsibility to pay for a replacement screen that NordicTrack / iFit broke with a faulty update?

  

  Business Response

  Date: 05/23/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your console. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  After reviewing your account we would be happy to offer you a 20% discount for the purchase of  a new console. If you would like to purchase please let us know. 

  Thank you 

  Customer Answer

  Date: 05/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because 20% off of $500 is still $400 for something that you, as a company, broke. 
  

  To strongly repeat and emphasize — the screen on my treadmill is no longer working because of a faulty update that your company automatically pushed to my device.  You have offered no resolution and no solution to the screen that you broke.  I spent over an hour with your technical support, and they were unable to solve the problem.  The only option they provided me was to purchase a replacement console for $500, as my machine was no longer under warranty. 
  

  As you broke the screen, and not me, the warranty should not apply.  If I sold you a computer with a 2-year warranty, and then on day one of the third year automatically pushed an update to your computer that disabled it, you would insist that I fix it at no cost.  If I told you I wouldn’t because it was no longer under warranty, you would find that response absolutely unacceptable. 
  

  This scenario is exactly the same.  
  

  You broke my device, you need to provide a resolution/replacement at no cost to myself. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/27/2025

  Hi *****, 

  We understand your frustration, as your machine is no longer covered under the manufactuer's warranty a new console will need to be pruchased, We are happy to offer you a final offer of 40% off. This offer is an amazing deal, if you would like to order a new console please let us know. 

  Thank you 

  Customer Answer

  Date: 05/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, as I stated before, whether the warranty is expired or not is irrelevant. 
  

  You broke my machine with a faulty update, and have provided no solution to resolve the issue.  The onus is on you to repair what you broke. 
  

  I am not financially responsible for fixing a treadmill that you broke, as I did not do anything that contributed to the treadmill breaking.  I have treated the treadmill well, and that the console is  no longer working has nothing to do with anything I did, but is fully attributable to your actions.

  Please provide a no-cost replacement so I may repair what you have broken  

  
  
  Thank you,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/19/2025

  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 purchased the NordicTrack Commercial 2450 treadmill directly from NordicTrack’s website. After the included one-month iFIT trial expired, the treadmill became functionally unusable—it shuts off every five minutes, and key features such as streaming apps and workouts are now inaccessible. I was not clearly informed prior to purchase that the majority of the treadmill’s features, including basic entertainment options and even reliable manual mode, would be disabled without a paid iFIT subscription.
  
  This experience has left me extremely frustrated. I purchased this treadmill to use indoors for walking during cold/rainy weather and expected that a $2,000+ machine would function independently of a subscription. I attempted to resolve this through NordicTrack customer support but received no meaningful assistance or solution.
  
  I am requesting a full refund or a resolution that restores full basic functionality without being forced into a subscription.

  

  Business Response

  Date: 05/19/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account, we can see that you are outside the return/refund 30 day window. We are happy to make an exception for this and autorize a return however all fee's assoicated with a return are promitted. a 10% processing fee of $244 and a return freight fee of $250 would be deducted from your refund. 

  Please let us know by 5/23/25 if you would like to proceed with a return. Thank you 
  

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  Thank you for your reply and for offering a return outside of the standard 30-day window.
  
  
  While I appreciate the exception, I must respectfully push back on the nearly $500 in deductions. The treadmill has not performed as advertised since the expiration of the iFIT trial, and I was not informed prior to purchase that core features—including entertainment apps and even reliable manual operation—would be disabled without a subscription.
  
  
  Additionally, the unit powers off every five minutes, rendering it unusable. These are not buyer’s remorse issues—this is a case of a product failing to meet its advertised capabilities.
  
  
  Given this, I am requesting a full refund with no processing or freight deduction, especially considering the widespread complaints about similar issues. I’ve already submitted a formal complaint to the Better Business Bureau, and I’m preparing documentation for my credit card company if we cannot reach a resolution that reflects the nature of the product’s failings.
  
  
  Please let me know if we can proceed with a full refund. I would prefer to handle this directly rather than escalate further.
  
  
  Thank you,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/20/2025

  Hi *****, 

  Thank you for reaching back out, where we are already allowing a return outside the 30 days, we are unable to waive any fees. If you would like to go ahead with the return please let us know so we may start that process for you. 

  Thank you 

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Thank you for your continued correspondence. I appreciate that you're offering a return outside the standard 30-day window. However, I must strongly reiterate that this is not a matter of convenience or buyer's remorse—it's a matter of a product that does not function as advertised.
  

  After the iFIT trial expired, the treadmill began shutting off every 5 minutes and locked me out of basic features such as manual workouts and media apps like Netflix and Prime Video. Nowhere on the product page or during the checkout process was it clearly stated that these core features would be inaccessible without an ongoing iFIT subscription.

  At this point, I’m not asking for a courtesy—I’m asking for accountability. This is a textbook example of product misrepresentation, and I’ve since learned that many other customers have faced the same issue, as reflected in public reviews and BBB complaints.

  To resolve this fairly, I am again requesting a full refund with no restocking or freight fees. Failing that, I am prepared to proceed with:
  - A formal credit card chargeback for merchandise not as described
  - Filing a complaint with the Federal Trade Commission for deceptive business practices
  - Participation in any ongoing or future class action efforts against NordicTrack or iFIT
  
  This product has wasted my time and left me with an unusable treadmill. I strongly urge you to make this right and waive the fees so we can resolve this without further action.

  
  Thank you,
  *****

  

  Business Response

  Date: 05/22/2025

  Hi *****, 

  We understand your frustration but because we are allowing a return outside the return window, we must abide by our policy and charge the fees that are required. Please let us know if you would like to go ahead with the return, to iniciate the return it must be doe by 5/23 otherwise the coutesy return will no longer be valid. Please let us know how you would like to proceed. 

  Thank you 

  Customer Answer

  Date: 05/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  Your 30-day return window is intentionally deceptive. The treadmill required me to activate a forced 1-month trial of your subscription service (iFIT) just to begin using basic functions. This makes your stated return period deliberately misleading, as consumers only realize the treadmill’s full limitations after the trial ends.
  
  
  This tactic is inherently unfair, deceptive, and likely violates consumer protection standards around transparent product marketing. I do not accept your proposed resolution, and I am alerting the BBB explicitly to these nefarious business practices. If you’re unwilling to fairly resolve this, I will pursue further escalation through consumer protection channels and my credit card issuer.
  
  
  Please reconsider your stance promptly.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/23/2025

  Hi *****, 

  We apologize, we are already 13 days outside of the return window at this time, we are unable to waive fees. If we don't initiate a return today, our billing department won't accept one. Please let us know if you would like to move forward. 

  Thank you 

  Customer Answer

  Date: 05/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  Hi,
  
  Your refusal to waive the return fees for a defective and misrepresented product is unacceptable. I’ve filed formal complaints with both the Better Business Bureau and the Federal Trade Commission, and I will now be proceeding with a dispute through my credit card issuer. You’ve left me no choice but to escalate further.
  
  
  No further response is necessary unless you’re offering a full refund without fees.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/15/2025

  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 a NordicTrack RW900 rowing machine and used it around 20 times, but now the screen froze to the iFIT sign and nothing happens. I called NordicTrack and their technical support did not help at all. This product is a new product and I expect to have this expensive unit not break-down after minimal use. Their only solution is to buy a brand-new console, which is >25% of a brand-new rower. This is absurd !

  

  Business Response

  Date: 05/16/2025

  Hi Maik, 

  Thank you for taking the time to address the issues you have encountered with your rower. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After reviewing your account, it does indeed appear that you need a new console. We apolgogize for the inconvienance this has caused you. Your machine is no longer covered under the *** warranty as of 8/29/2023. We would be happy to honor a 25% off discount on the console for the experience you have had. 

  If you would like to make this purchase please let us know and we would be happy to move forward on this with you. Thank you 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23332831
  
  I am rejecting this response as I believe a high priced product like this with a minimal use should not fail as rapidly as it did. Such lack of product quality is unacceptable for any high-end equipment. The equipment is advertised having great features and quality. The quality and the response to rectify such quality issues is extremely disappointing. I have no problem to send the faulty console back and get a reasonably priced, refurbished unit back. However, a price of >$500 for a new console, which represent 25% of the purchase price is unreasonable ! A 25% discount still has this overpriced replacement part at a much too high level of pricing. 
  
  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 05/16/2025

  Hello, 

  We understand the frustration, we are happy to offer you a final offer of 40% off a new console. Please let us know if you would like to take up on this offer. 

  Thank you

  Customer Answer

  Date: 05/17/2025

   
  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, although I would like to know the exact cost it would be to me to evaluate whether we are now in a reasonable spare part range.
  
  Sincerely,
  
  Maik Jornitz

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23332831
  
  I am rejecting this response because:

   

  I filed a complaint about iFIT and the defective console of their NordicTrack rowing machine RW900. They responded with a favorable result of a 50% discount for a replacement console, however since then I have not heard from them and wonder whether this was just a gesture without merit.
  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 05/23/2025

  Hello,

  We are happy to offer you a final offer of 40% off a new console. Please let us know if you would like to take up on this offer. 
  Thank you

  Customer Answer

  Date: 05/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please let me know what the next steps are.

  
  Sincerely,
  
  Maik Jornitz

  Customer Answer

  Date: 06/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Complaint #******** I yet have to receive the next steps communication in regard to a console with a 40% discount. I have not heard from iFIT about the total cost-40% neither how to run the transaction. With that said the service of iFIT is awful and I wonder whether this has to be elevated to make other customers aware about this lack of customer service. Regards Maik

  Sent from Maik Jornitz (*****************************************************************************************************************)

  
  

  
  
  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 06/02/2025

  Maik, 

  I sincerely apologize for the delay in getting you next steps for the discounted Console purchase! There were some staffing changes with our BBB representation, and intake procedures were underway. 

  The 40% off Console purchase will need to take place over the phone. If you will provide 1. your phone number, and 2. a few dates of times and availability I will schedule a call to take care of this transaction. 

  Again, we appreciate your patience and understanding, plus look forward to hearing back soon!

  Best regards, 

  ****** *****, iFit BBB Representative

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23332831
  
  Hi ****** *****,

  my cell number is ************. I am available today after 5 pm EDT or tomorrow after 3.30 pm EDT or Thursday after 2 pm EDT.

  
  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 06/03/2025

  Maik, 

  Thank you for getting back to me on this!
  

  Can we plan for Thursday at 4:30PM MST/6:30 PM EST? Let me know if this works, and I will solidify the outreach on my schedule. 

  Have a wonderful rest of your day. 

  Kindly, 

  ****** *. iFit BBB Rep

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23332831
  
  6:30 pm Thursday for a call works *************).
  
  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 06/04/2025

  Wonderful, Maik! I look forward to connecting then. 

  Have a wonderful rest of your day. 

  Kindly, 

  ****** *. iFit BBB Rep

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23332831
  
  Maddie I was waiting on the phone for our call at ************. I do not why this number is not called. Please me your contact details or any management contacts
  
  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 06/06/2025

  Maik, 

  Thank you for taking time to connect over the phone yesterday! If you have further questions, I am happy to advise. 

  Best regards, 

  ****** *. iFit BBB Rep

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23332831
  
  I am rejecting this response because: the topic is unresolved and I will escalate it via other ways. The customer service and spares policies of ********************** are totally inappropriate, which requires to be made public. The BBB also requires to be aware about it and seeing responses on social media pointing me at BBB as this is not the first complaint about iFIT to you.

  Sincerely,
  
  Maik Jornitz

  

  Business Response

  Date: 06/09/2025

  Maik, 

  We at iFit have done what we can to settle this in an amicable way with you.

  Your unit is out of warranty, therefore, parts nor service are covered under the present circumstances. In a means of trying to amicably settle this with you a 40% discount was offered on replacement parts. I am sure you are aware that this is quite a substantial percentage off on a part that would only typically be sold at full price. 

  Please advise if you wish to continue with the discounted replacement offer, otherwise, this case is closed on our end. 

  Thank you, 

  ****** *. iFit BBB Rep