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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a norditrak bike from I fit along with a training service, I also obtained an extended Warranty, the purchase was made on 6/24/23, the machine worked perfectly up until a month an a half of today, I have called several times to have them send me a technician to repair the machine but they keep on turning me down, stating that there are no technicians on my area, when they promised at the time of purchase that they will service the machine at my place, now they want me to find a technician my self and they will reimburse only $250 of that expense when a technician charges $150 per hr by the time he finishing fixing the bike it will be more than 250 and I will be stuck with the remaining balance.
Business Response
Date: 11/17/2023
Hello-
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.
We are currently looking into our options. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Thank youCustomer Answer
Date: 11/17/2023
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.
Until the replacement gets to my place of residence.
Sincerely,
***** *******Initial Complaint
Date:11/15/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a faithful Nordictrack user with an old treadmill, recumbent bike, and elliptical.
When I upgraded my treadmill to the 1750 (2020) everything seemed to be fine.
Then I experienced the (apparently) common issue of having a 'bricked' treadmill.
I tried re-powering the unit, the paper clip reset thing and looked for any loose connections.
I have the all-too-common symptoms of active bluetooth lighting and nothing else being diplayed.
For a high-end machine this seems like a improper testing rollout and I'm pretty disappointed in the experience.Business Response
Date: 11/16/2023
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 get this resolved for you, after reviewing your account it appears that we do not have your machine info on hand. Please provide these items so that we may assist you further:
Serial Number:
Model Number:
Version:
Where Purchased:
Date Purchased:We look forward in hearing from you to get this issue resolved. Thank you
Customer Answer
Date: 11/16/2023
Complaint: ********
Model NTL14129.9
Serial *************Business Response
Date: 11/17/2023
Hello,
Thank you for supplying your model and serial number, can you please respond with the purchase date and place along with a picture of the bluetooth light you see when the machie is black.
Thank you
Customer Answer
Date: 11/21/2023
I cannot find the receipt but it was in 2020 and it might have been Walmart
Sincerely,
* *****Business Response
Date: 11/22/2023
Hello,
Can you recall the month by chance?
Customer Answer
Date: 11/27/2023
Complaint: ********I seem to recall it was after summertime when it was getting cooler/colder; maybe Sep/Oct/Nov.
Business Response
Date: 11/28/2023
Hi,
Thank you for sending over the requested infomation, I was able to go ahead and issue you a one time courtsey console. Your order number is ********** you may track it once it ships at ************. Please allow 7-10 business days for shipping.
Thank you
Customer Answer
Date: 12/04/2023
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,
* *****Replacement console was received and installed and now works as expected. Still a bit nervous about re-connecting to WiFi. Did iFit want the old console for evaluation?
Initial Complaint
Date:11/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After purchasing the bike at Best Buy I have not been able to use the included membership that was supposed to be included with it. They don’t want to issue a complementary membership since the bike came with it and now want 396 dollars for a 5 user one. I only need a single membership which they are not willing to honor it. If you look at my account they have refuse to give what was purchased with it. I am so disappointed and would love to return the bike and go to another company like peloton.Business Response
Date: 11/15/2023
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.After reviewing your account and reaching out to our IFIT membership mangament they were able to confirm that it looks like the card declined, which caused the account to deactivate. We can honor the $120 pricing for the whole year, which is $10 a month but that promo is no longer active and can't get them back on the monthly rate since the account expired.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 11/15/2023
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 after the initial complementary membership that ifit has agreed to issue due to the fact that it was supposed to be included in the original purchase from Best Buy. I cancel the card because I came to find out that the original credit of one year was never issued to the ifit account. going forward after the initial free year. I'm willing to pay the 120 per year for a single membership. Thank You for mediating this issue. As always you guys stand for what is right and I'm grateful for that.
Sincerely,
***** ******Initial Complaint
Date:11/14/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Nordic Track bike on January 21, 2022, for $1,588.94, and it only has 20 hours of use on it. The screen on the machine now blinks when you plug it in and turn it on to the point it will give you seizures while riding it. We have contacted ifit/Nordic Track several times. The bike is still under warranty, and they are giving us a hard time about replacing the screen. I want the screen replaced immediately.Business Response
Date: 11/14/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.After reviewing your account, I can see that an console was ordered for you as of 11/13/2023. 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 youCustomer Answer
Date: 11/14/2023
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:11/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a x11i incline trainer in 2014. Machine has been great and we had been using iFIT family membership with our machine. Due to our family loving iFIT on the treadmill we decided to purchase a Nordic track rower in Fall of 2022 with a full 4 year iFIT family membership at cost of nearly $2k. In the spring of 2023 iFIT decided to not support older machines so now Im stuck with a family membership for iFIT that only half of my equipment works with. Their only resolution was to buy a new machine to use. I think it is deceptive when you purchase a machine and then expect the features to work on it for the duration of ownership.Business Response
Date: 11/15/2023
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.
With regards to your complaint, think of it like a cell phone. The software and technology that support the application is constantly also changing and requiring updates to the point where you have to upgrade your phone to stay current and have all applications working. Same goes for our machines, they reached it's end of live and are focusing now on our new consoles and technology that is available to better our experience with our members. With your rower, that is why you are still able to use it, because it is apart of the new technology and features. With that in mind, I would be happy to offer 1 year of membership for free, on top of what you paid for, as a courtesy and one time compensation. If that's not something you are interested in, I can look at doing a partial refund but don't know how much we could refund at this point.
Thank you
Initial Complaint
Date:11/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried twice to cancel my paid subscription for the work out programs, but two months in a row I have been charged. I am on a fixed disability monthly income and it is more than an inconvenience to be charged after having cancelled. I cancelled on the site and then attempted to find a contact to directly correspond. I am filling a complaint only because my requests to cancel membership has gone unanswered. I do not think , at this time, I need supporting documentation, but if it is not addressed, I will send copies of charges taken from my account. The company can also verify I have not used the service.Business Response
Date: 11/15/2023
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.
I have reached out to our IFIT membership mangament on your behalf. They have confirmed that on our end, we have no documentation that the member tried to cancel the membership via our website, which members can cancel and clear payment on at any point of the membership. I also checked by email and phone number provided and do not see any documentation that they tried reaching out prior to this BBB response. With that in mind, it does look the the email provided had a charge on Nov 12 of 2023 and we can go ahead and refund that recent charge.
I went ahead and refunded the recent charge, cleared payment information and deactivated the account. Refund will be given in **** business days.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 youInitial Complaint
Date:11/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nordic Track Treadmill **** was purchased in January 2020 with iFit membership. A 4 year extended warranty was purchased from Nordic Track and paid for by Master Card also on 1/1/2020. The latest renewal of the iFit membership for enhanced workout programs was paid by **************** on August 16, 2023 in the amount of $ ******. On October 3,2023, the treadmill console stopped working and I have not been able to obtain satisfactory support from either Nordic Track or its associated iFit. When, in desperation, I asked to have a partial refund of the membership, I was told that it is not company policy to give refunds. When I asked for technical support, I was only given some ineffective suggestions over the phone. I feel that the company has no concern about helping its customers or following fair business practices.Business Response
Date: 11/14/2023
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.
I have reached out to our membership mangament regarding your case. They have confirmed that the membership comes a "pause" feature that is used for anytime you have issues with the machine, put it away for storage, can't afford it for a month etc and also can cancel the membership at any point. Because we did not hear from you with a request to do so, we are unable to offer a refund.
Per the terms and conditions of your membership, we are unable to refund your membership fees. 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.Initial Complaint
Date:11/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Nordic Track Commercial X22i treadmill around August 2020 for home use. The treadmill worked well until January 2023. At that time, I began experiencing mechanical issues. The first issue I encountered was a treadmill belt not working. I contacted customer service because I had an active warranty. The representatives I spoke to had me troubleshoot myself. None of those solutions worked. Then a technician was sent to my house to diagnose the problem and ordered a new part. I waited weeks for the new part. The treadmill worked somewhat from around March until June. Then I began experiencing the issue again, along with a new issue - the monitor flashing off mid workout. I again reached out to customer service, who again sent out a technician (which took 2 weeks). The technician ordered a new monitor, which did not come until October. The new monitor does not work. I called customer service again and they are again planning to send a technician to fix the problem (of course, they ignored my repeated advisory that I have moved and am no longer at my old house and tried to sent a technician to my old house). I have now spent over 10 hours this year on the phone with customer service and have had a technician to my home at least 3+ times. I've had multiple parts shipped to me and none of them have fixed the treadmill. The treadmill is broken. I have a warranty and the company should have replaced the treadmill long ago. Instead, they force me to go through this endless cycle of calling, having a technician sent who subjectively determines whether a new part MIGHT fix the problem, waiting weeks for the part, and the part not working. Other than March to ***** I have not been able to reliably use or use my treadmill at all this year. This is not the purpose of a warranty - I want the company to replace my treadmill and stop forcing me to navigate a useless customer service loop that hasn't fixed my problem for A YEAR.Business Response
Date: 11/10/2023
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.
In looking into your account, we can see an open service order that hasn't yet been completeled. We need to have the tech out to install the new part before we are able to consider our other options at this time. Please let us know once this service has been performed and the results from it.
Thank you
Customer Answer
Date: 11/15/2023
Complaint: 20852462
I am rejecting this response because it does not resolve my complaint regarding the runaround the company has given me the past 9 months. The technician you assigned to come look at the treadmill came this morning to look at the machine. The technician reviewed the entire product history and determined that there is no further service/no more replacement parts that could possibly fix the issues the machine is having. He told me that his official recommendation to NordicTrack/iFit will be to REPLACE the machine. He advised that he will upload his findings later today.In light of this and the tortured history of maintenance issues I've had, I am requesting an immediate replacement of my treadmill with a NEW machine (not a machine that is put together from old parts - likely to put me back in the same position I am in now with a defective machine). If you cannot accommodate this request, then I am seeking a full refund. I have a warranty and you should be replacing this defective product.
Sincerely,
*****Business Response
Date: 11/16/2023
Hello-
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.
We are currently looking into our options. We will need a few things from you to add to your case. Can you please provide a picture of the machines issue, a picture of the machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Thank youInitial Complaint
Date:11/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The business refuses to provide any meaningful customer service, warranty or service for the commercial x32i treadmill, which is a $4,500+ piece of equipment. It has been over 3 weeks and still can’t get anyone on the line. Email requests and responses are meaningless and appear to be designed to refuse provision of warranty or service. Product stuck in decline position (unsafe to operate) and should be recalled if company can’t stand behind it. Also subject to a monthly fee that doesn’t stop during this time that nothing is being done.Business Response
Date: 11/08/2023
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 was able to locate your account, however we do not have your machine registered to your account so we have no infomation on it, could you please provide the following infomation about your machine so that we may assist you further? We are happy to get this resolved for you but need to know the machine info so we may troubleshoot with you..
Serial Number:
Model Number:
Version:
Where Purchased:
Date Purchased:We hope to hear back from you soon! Thank you
Initial Complaint
Date:11/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought NordicTrack treadmill through ifit company approximately $ ****. Delivery was set for one week. Delivery was cancelled without notice. I requested for refund but ifit customer service offered a credit or ********************** membership extensions for free. When I told ifit to give me credit as they offer-they went silent. I sent another email to refund the money then customer service sent me same email offering credit or ifit memberships extension offer. **************** called me and scheduled second delivery but delivery company canceled delivery on the day of the delivery. I emailed ifit. They have not responded. NordicTrack is sold by ifit. They are not living up expectations. They dont follow on their offer. **************** is poor. Refund policy was never discussed as part of receipt. Return fee is used as deterrence for customer not to return an item.Business Response
Date: 11/08/2023
Hello
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
This morning we have 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. We sincerly apologize for the experience you have had and would like ot offer you a free 6 month IFIT membership.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Customer Answer
Date: 11/08/2023
Complaint: 20835416
I am rejecting this response because:
Sincerely,
***************************
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