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:09/27/2023
Type:Order 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 purchased a new treadmill with delivery & assembly on 9/11/23. The delivery team stripped several screws during assembly preventing the monitor from being able to swivel. They told us everything would be in a report for Nordictrack to fix the issue. There is no report. Company does not stand behind their product when issues arise. Company has no customer service. ********************** wants to send us screws to fix the issue ourselves or charge us a minimum of $159 to come out & assess the issue.
Business Response
Date: 09/28/2023
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 gone ahead and requested a technician to come out and finish the install of your machine. Once your hardware pack arrives the tech will be notified and will reach out for scheduling.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.

Thank you
Initial Complaint
Date:09/24/2023
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 bought my nordick track S22i in July 2021 to start my cicle journey. At the beginning it was working well , but in ************************************* the middle of the workout . It is unacceptable for the amount of money I paid for this bike . I have had multiple calls and they have told me to reset , to update but nothing works . No one can help me and Im out of my money .
Business Response
Date: 09/25/2023
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 today, we were able to order a new console for you and set up a service order as well. Your part order is ICS9754928. You can track that at the link below:
**************************************************************************
Your service order number is SO-*******. The technician will be scheduling an appointment with you once all parts have been delivered. Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.

Thank you
Initial Complaint
Date:09/21/2023
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 purchased an exercise machine directly from NordicTrack in Sep 2017. I was recently informed that the iFIT software is no longer supported on machines with model years 2016 and earlier. I was never informed that I was purchasing an outdated machine. Had I known that, I would not have purchased. Now I am left with an expensive device that no longer functions as it was advertised. In addition, I was told that I could get a refund on my 3 year iFIT membership. When I tried to get that, I was told that it could not be honored because it was not purchased directly from iFIT. I do not know where it was purchased because the membership was given to me as a gift. It has become obvious to me that iFIT does not care about it's customers and will do nothing to make things right.
Business Response
Date: 09/22/2023
Hello,

Our iFit team took a look at your order from 2017. The order shows that you purchased a NordicTrack Freestride Trainer Elliptical, model number NTEL71613, version number 5. The version 5, which you received was the last version made for model NTEL71613 and was the newest and most up to date version for that machine model at the time when you purchased this model. This is what you ordered and received.
We apologize for the recent discontinuation of iFIT support on your machine. Unfortunately, the hardware on this machine has become too outdated to continue the use of the iFIT software.
If you are interested, we can look into getting you a discount on one of our newer manufactured products?

Please let us know if you have any questions.
Customer Answer
Date: 09/22/2023

Complaint: 20637221

I am rejecting this response because:
1) Had I been told that the product I was purchasing was a year old I would looked for something else.
2) Had I known that this product would be outdated and no longer supported within six years I would have looked for something else.
3) I should at a very minimum be given a refund to the three year iFit membership that was purchased for me.

Sincerely,

*************************
Business Response
Date: 09/22/2023

Looking at the account under the email address, we have found that you haven't been charged by use. They have all been free activation cards and refunded the only charge back in June of 2022 because you had another activation code.

If you have an order number we can look into or a receipt as to where you got the membership, we can look into that further but if you used the membership up until it expired back in Aug of 2023, we would not refund anything since you were able to use the membership until the discontinuation.

Thanks!
Initial Complaint
Date:09/20/2023
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.
In March 2023, my treadmill was set for automatic updates. I noticed that 20 minutes in to workout, iFit had an error and cancelled. Soon, iFit kept resetting. It was difficult to get in manual mode. Then the console didnt respond; even to removing key. When I reached out. They said I would have to get someone to look at it (I pay). Then if needed. They would order part and install at my expense. My treadmill is now useless. I have already replaced console 1-2 times. Order # ********* nordictrack.com 9/7/2015
Business Response
Date: 09/21/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and its issues. We completely understand where you are coming from on this matter.
After reviewing your account it appears that your machine is no longer covered under the manufacture warranty.
Did you purchase an extended warranty for this machine?
If so, we suggest contacting our extended warranty team directly at- **************.
If you did not, please contact our non-warranty team directly at-************.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 09/21/2023

Complaint: 20631372

I am rejecting this response because: the problem happened secondary to an update to the software. Because of this, my treadmill is rendered useless to operate outside of the iFit software. I did not have the option of being able to have a treadmill without this software. There should be a mechanism to disable the iFit component. When it updates, it can affect the utility of the equipment. I do not think this should come at the expense to the owner.

Sincerely,

***********************
Business Response
Date: 09/22/2023
Hello,
We apologize, you will need to contact our non-warranty team for further assistance.
A tech diagnostic visit is needed before any parts can be ordered.
They can be reached at-************

Have a great day!
Initial Complaint
Date:09/20/2023
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 bought a NordicTrack treadmill and with it came a 30-day free subscription to iFit. During that time I used iFit and it wasn't for me. So, I then cancelled the subscription (or so I thought). As it turns out, iFit has been charging me $41 a month for a family plan membership. I was never sent one invoice. This is legit robbery. I am curious how many other consumers they are taking advantage of in this regard. There is a reason they don't send invoices out. There is no doubt they can look up my usage of the program and they would see I have not enrolled in one class since. This company should be held accountable. This is stealing.
Business Response
Date: 09/21/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your membership. We completely understand where you are coming from on this matter.
After reaching out to our iFit team we were informed that, you had paused the membership on March 1st.
Since the membership was only paused and not cancelled, the charges started up again on June 11, 2023.
We were also informed that our iFit team has refunded the most recent charge.
We apologize, we are not able to refund further as the membership was not cancelled.
Please let us know if you have any further questions.
Initial Complaint
Date:09/18/2023
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.
I purchased an Pro Form Carbon HIT H10 machine on March 8, 2023 from the Pro Form site. I paid $ 1, 539.20 which included an extender service plan that was extra. Serial number *************. The machine has been giving trouble sine April which was the first service call which involved a loud pop sound from the machine while using the machine. I later experienced the same problem in May 2023. This time a loud screeching sound when using the machine. Machine was supposedly repaired but same problem in July . Repaired again. Machine broke down again in August 2023 same problem. In between it takes a a good amount of time to be delivered. Two techs came out broke down the machine and found out not the correct part sent. Another tech came out August 20. He did not have the correct part yo remove a piece from the machine. He said he would come back out but never showed up. Another tech came out a few weeks later but he did not have the correct tool as well to pull of the part, He came back out on Sept 17 and spent over 5 hours to repair machine, Tech did work hard on getting it back up but after using it for 15 minutes the next morning the machine is still making the same loud squeaking sound. At this point, I am asking for my money to be refunded. This machine is faulty and is beyond repair.
.
Business Response
Date: 09/19/2023
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.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy has expired. . . The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents. You can go online at ************************************************* to further review if you would like.
In looking into the service order you had set up, it looks like the technician states in his tech notes submitted less than 24 hours ago that the machine is up to manufacturer's specs. I have gone ahead and notified our service coordinator that your issue is still happening and to have the tech return. They will be contacting you for scheduling.
Thank you

Customer Answer
Date: 09/19/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****
Customer Answer
Date: 09/20/2023
The machine has a defect that is coming from the manufacture. I paid for a good working machine. I did not get a good working product. This seems to be a defective product that they are going to just let the consumer stick with it while they run off with my money. After several attempts , the machine is still not working properly. There should not be a loud squeaking noise coming from the machine that they justifies as working to their standards. I noticed that they did not even offer to replace the machine. Proform just wants to continue trying to fix an defective product. I should not have to pay one penny to replace a machine that was sold to me in bad working condition. I am asking for a refund.
Business Response
Date: 09/22/2023
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 it appears that your outside of the 30 day return window. A return/replacement is not an option.
We have reached out to our service team requesting that the tech return for an additional visit to further diagnose the current issue.
They will be in contact with you to schedule your visit.
Please let us know if you have any questions.
Have a great day!

Customer Answer
Date: 09/22/2023

Complaint: ********

I am rejecting this response because: A refund is the only acceptance I will take. If not I will have to proceed with legal action in this matter.

Sincerely,

***** *****
Business Response
Date: 09/22/2023
Hello,
We apologize, a return is not an option as you're outside of the 30 day return window. We must continue with parts and service.
Customer Answer
Date: 09/25/2023

Complaint: ********

I am rejecting this response because: Obviously, parts and service is not working after 3 failed attempts. The machine is effective and Pro form is not taking responsibility for selling a bad machine. Pro Form keeps saying return or refund is not an option but under certain circumstances they are options .

Sincerely,

***** *****
Business Response
Date: 09/26/2023
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 order to proceed with the best action we need to have the tech diagnose the machine. The tech will be contacting you for scheduling. Thank you
Customer Answer
Date: 09/26/2023

Better Business Bureau:

I will allow tech to look at the machine. A part was sent that does not have anything to do with the sound I am hearing. The sound is coming when you moving the machine. It gets louder as the machine continues.

Sincerely,

***** *****
Initial Complaint
Date:09/16/2023
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 a S22i in April 2021. After a few shorts months the screen broke and thankfully was replaced at no cost. I did have to pay a service fee. Now one day the bikes screen just randomly goes black and now will not go on. I tried some trouble shooting things like pin hole reset with no resolution. I contacted norditrack service and they pretty much couldn't help me. The cost to replace the screen with labor is almost half the cost of the machine. I see a ton of similar complaints regarding the same issue with this product and feel the company needs to find a resolution. I pretty much was told it may not even be worth purchasing the screen and just buy a new bike. Machine has less than 40 hours on it. Again the screen is not cracked or damaged. it literally just turned off one day and will not go back on.
Business Response
Date: 09/18/2023
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 and previous history I just have a couple of troubelshooting questions for you, do you have a bluetooth light on your console that is still lit? and is there a green power light on your power adapter?
Thank you
Customer Answer
Date: 09/18/2023

Complaint: ********

I am rejecting this response because: I do not see a bluetooth light on but yes the green power light is lit. Like I said prior the screen literally just went black one day. The monitor also sounds different now. I've done some research on this topic and it seems as if there is a lot of complaints regarding this issue. This leads me to believe there is a defect with the machines if many consumers are experiencing the same problems. The screen is not cracked or broken it just turned off and never went back on. Prior to it turning off i did notice the numbers displayed in the time portion and rpm section was not displaying appropriately. If you would like to troubleshoot the machine with me I'll provide my number.

Sincerely,

******* ********
Business Response
Date: 09/19/2023
Hi *******,
Thank you for providing that infomation, Can you also please remove the motor hood. This can be removed by a few screws. Once removed, you will see a green control board with a red LED light on it. Please provide a video of the LED light pattern. Make sure you are not on the machine while running this test. You may email it to me at *************************.
Thank you
Initial Complaint
Date:09/14/2023
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.
After months and months of trying to reach Nordic track and Ifit, I received a new console a few months ago. It worked the first time I used it in April. I have not used the treadmill since then. I have been in and out of town. I went to use it today, and there is no screen again!!!!!! Once again, I cannot use this machine. I reset it
Nothing!! This has been a very expensive piece of junk!!!!!!!! Back to not being able to reach anyone.
Business Response
Date: 09/15/2023
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.
Can you tell me more about the problems you are experiencing? I just have a couple questions to help me better understand what is going on with your equipment. Also if you are able to include pictures or videos of the problem, that will be very helpful as well.Here are some wires to check:

? If you remove your console assembly check the wires that come out of the console and make sure they are properly connected and not damaged or pinched . Let’s unplug them and plug them back together again.
? The wire between your upright and your console, let's unplug them and plug them back together again.
? Here is a short video on what to look for when checking those wires.
Wire Harness Connector Issues (ProForm, NordicTrack)

Is your issue still occurring after checking your wire connections?
First let's power cycle the machine, make sure your power switch is turned to the RESET position and unplug the power cord directly from the wall. Let's leave it unplugged for 3 minutes, go ahead and plug it back in. Did this resolve your issue?
If not, with the machine off, can you move your belt by hand?
Let’s go ahead and remove your equipment motor hood cover on the green control board. Is your red LED light solid or blinking when the belt is running and when it is off? What is the light doing during both? Are any of the wires loose or disconnected on your controller/power board? Refer to this video on how to check the LED lights
. LED Blink Patterns on the Control Board - Treadmill
Does it blink consistently, or does it blink in a pattern? Such as blinks 4 times, pauses, then blinking 4 times again.( Please include a video of the LED blinking pattern for us.)
Please let us know if you have any other questions! We look forward to your response!
Thank you
Initial Complaint
Date:09/14/2023
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 my Nordic Track Commercial 2450 on 12/9/22 from Dick’s Sporting goods and have had a problem with it ever since it was delivered and professionally assembled on 12/28/22. After the assembly we learned that the incline didn’t work. I contacted ifit who said to call Dick’s. Dick’s sent out a tech to fix it and we thought we would be done with the service calls. Then in March 2022 the right fan went out and since then we have had multiple parts ordered by techs and delivered for different issues. Some parts have been installed and on some calls the wrong parts were sent. On 9/5/23 we called ifit to speak to a manager for a replacement treadmill at this point and spoke to Braiden B******** who said he was the supervisor for the product resolution team and stated “I will be working with my team and going over everything to see if we can find a final solution to this issue. If we can not see one then I will work toward a replacment machine.” He said that he would check in on that Thursday and we eventually received an email from him on the Friday, 9/7 stating, “I just got the tech well images but no notes with them. I am having the service department reach out to him to get the notes.” We haven’t heard from him since. At this point we have had 7+ service calls to my home scheduling around my work schedule. At this point I’m just fed up! We still don’t have a machine that is fully functioning after paying 2599.98 for it. My husband and I want a replacement. A fully functioning treadmill. The exact same model with no defects. My warranty ends on 3/18/24 and this needs to be resolved!

The attached picture shows broken plastic from under the treadmill due to a missing bolt that should have been placed during assembly. None of the techs caught it until the last call on 9/5.
Business Response
Date: 09/15/2023
Hi *****,
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 reaching out to Braiden as mention that he's your point of contact he has confirmed that we need to have the technician come inspect the machine before any further action may be taken. Once the tech has been able to look at the machine we will be able to proceed.
Thank you
Initial Complaint
Date:09/13/2023
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 have the Nordictrack Commercial 1750 Treadmill Model NTL14119.5 Serial No *******. I have been unable to use the machine for many months. I've reached out to NordicTrack/iFIT and don't know who else to ask, but no one ever reached back last time. My current case no. ********, still waiting. It flash alternates from white (ifit logo) screen to black. Nothing else beeps or works with the exception of the bluetooth button flashing. I can get the audio bluetooth ifit connection but nothing works. Not the buttons, not the belt, not the motor, nothing. Just screen flashing. This has to be a patch/firmware update issue. I can't use the machine, only used it about 75 times in all, shouldn't be broken already. Pls help.
Business Response
Date: 09/14/2023
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’d be happy to help get this taken care of for you. I would like to verify some information to make sure we have it correct on your account. Can you please verify your name and shipping address? Also, please verify the model number and version number of the machine? The version number is at the end of the model number. It comes after the decimal point. Will you please verify the serial number of the machine, as well as your date of purchase. Please also verify where in the home the machine is located. If you could send a short video or visuals of the issue as well so we can better assist you

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