Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,262 total complaints in the last 3 years.
- 229 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:05/07/2025
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 treadmill from NordicTrack, it has broken down 5 times in 2 years. They said they would replace the treadmill but only if a technician said it was not fixable. When the tech showed up he stated that he could not report to NordicTrack that it was not fixable because they would not hire him again as a technician if he did. This technician came out twice and said the same thing both times. I have requested that NordicTrack send me transcripts of all the phone calls and a detailed record of service requests and technicians dispatches and they have never sent the requested information. PLEASE HELP!
Business Response
Date: 05/08/2025
Hello,
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 confirmed that our product resolution team is working on your case and will contact via email. Please respond if you don't hear from them in 48 hours.
Thank you
Initial Complaint
Date:05/05/2025
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.
In 2021 I received an offer from my company at the time to pick out anything from a 10year anniversary magazine and the company would provide this for us. I picked out a Weider 2980X Home Gym system. This was during covid, which with shipping issues and everything else I did not receive the box immediately. I recently started to put together the machine and noticed a multitude of missing parts. I reached out to the company and they said they could provide the parts but I would need to pay out of pocket. This is ridiculous as the company didn't provide all the proper parts in the first place and for me to pay out of pocket for something I didn't receive doesn't make sense to me. I now had to cough up $122 for replacement parts for a product I didn't even buy, just to be able to use it as I wouldn't be able to re-sell it with missing parts.Business Response
Date: 05/07/2025
Hi *****,
Thank you for reaching out, with the infomation provided it comes up with a different name. Could your account be under a different name? We've also receive more then one submission did you happen to submit 2?
Any info would be grately appreciated so we may get this resolved for you.
Thank youInitial Complaint
Date:05/05/2025
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 called the were rude and refused to replace the machine even though the agent said they couldBusiness Response
Date: 05/06/2025
Hi ****,
Thank you for taking the time to address the issues you have encountered with your (machine name). 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.
After reviewing your account and current cases, we will need a copy of your reciept, a picture of the model and serial number tag off the physical machine as well as photos of the damage to your machine. Once we have this info we will be able to move foward.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 05/06/2025
Complaint: ********
I am rejecting this response because:I want to know if you will definitely replace it because it is a hassle to do all this.
Sincerely,
**** ****Business Response
Date: 05/06/2025
Hello,
We cannot promise that, we need to see what the issue is with your machine and verify your info before we can make a decision
Customer Answer
Date: 05/06/2025
Complaint: ********
I am rejecting this response because:
Please send me an email.
Sincerely,
**** ****Business Response
Date: 05/06/2025
Please attach the following to this thread, once a BBB is submitted we work directly though this portal. Thank youiCustomer Answer
Date: 05/06/2025
Complaint: ********
I am rejecting this response because:
I can’t it will not let me
Sincerely,
**** ****Business Response
Date: 05/07/2025
Hi ****,
We've sent you an email to attach your info to. Please reply to the email with the requested info.
Thank you
Initial Complaint
Date:04/30/2025
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 an elliptical in 2022 for $1300. At the time they offered me 39 months financing. I am still in those 39 months and the screen doesn't work. It is clear power is going to it but it is just black. I also have a bike from them and had a similar issue. I spent 2 hours on the phone with a representative trying to fit it. She kept having technology issues and hanging up on me. Its concerning that they even have issues with their techs. Then she told me I would need to buy a new screen that is $660 just to use the elliptical I bought 3 years ago. I spoke to a supervisor and again he said I can give you 10% off. Ok 20% off. Why would I want to continue wasting my money with this company? They are creating sub par products, charging a $39.99 monthly fee to use them and then requiring more than half the price of a new machine to fix them. It is unethical.Business Response
Date: 05/01/2025
Hi Savanna,
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 accout, we would be able to offer you an exclusive 25% off the console, along with a extra 30 days added to your ifit membership. If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 05/01/2025
Complaint: 23268781
I am rejecting this response because: 25% would still result in me paying close to $500 to be able to use a machine I purchased 3 years ago. My experience with your company has taught me that even if I spent the money, there is no guarantee that the equipment would work for a reasonable amount of time after that. It is clear your company does not stand behind their products and I can't justify spending any more money for subpar equipment.
Sincerely,
******* ********Business Response
Date: 05/02/2025
Hi Savanna,
We understand your frustration, we are happy to go ahead and send you a one time courtesy console. Can you please verify your shipping address?
Thank you
Customer Answer
Date: 05/02/2025
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.My shipping address is *************************************. Thank you.
Sincerely,
******* ********Customer Answer
Date: 05/15/2025
Complaint: 23268781
I am rejecting this response because:Hello,
On May 2nd, the business said they would send a new console. I have not received a tracking number or any additional information on this. Can they confirm when I will receive the new console?Thank you,
Sincerely,
******* ********Business Response
Date: 05/16/2025
Hi Savanna,
We need to get your address, no address was provided when requested. Once we have that address we can process that order.
Thank you
Customer Answer
Date: 05/16/2025
Complaint: 23268781
I am rejecting this response because:My shipping address is ****************************************************************. Thank you.
Sincerely,
******* ********
Sincerely,
******* ********Business Response
Date: 05/16/2025
Hi Savanna,
Here is your order number ICS10036688 please allow 7-10 business days for shipping. Thank you
Initial Complaint
Date:04/30/2025
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 the NordicTrack EXP 7i Treadmill (Model 310900)**, which has an iFit-enabled Android console, and I can not get any support to resolve rebooting issues caused by software glitches or outdated firmware. I'm trying to get a replacement SD Card but the company is unresponsive.Business Response
Date: 05/01/2025
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.
We were unable to locate an account for you under the infomation provided in your claim. Can you please provide the following?
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL (optional):
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:Once we receive this infomation we will be able to locate your account and move forward on resolving this for you.
Thank you
Initial Complaint
Date:04/25/2025
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 S22I (Nordic Track exersize Bike) in January. Of the approximate $2,100 I financed $1,500, no payment due foe 3 months. They were to send me the payment info, and if i remember right, they were to bill my credit card after 3 months. I never recieved any billing info. I have called multiple time (over 6) to find the status, the answer was alway you will be contacted. I never was. Now they have turned me into the ************* for non payment. I do not have any non payments on my account. Today I tried, with no results, to contact Nordic Track again. The ****************** conveniently didnt take my call after being told they were still open. I dont know what to do, I dont know what to do to get my credibility back. I have told they multible times I will pay off 100%. This very unfair. And I need my credit Back. I have ask multiple times for a name or phone number or email. The ones they give me are BOTs or lines not montored by a person. I can be reached at **************. I am sorry to be wasting your time. My credit rating is usually in the 800s its now barely 700. This border line criminal. Thank You for your time.Business Response
Date: 04/28/2025
Hi *******,
Thank you for taking the time to address the issues you have encountered with your lender. We appreciate your valuable feedback as we work to improve our services!
After reaching out to our ******************* they have advised that because this issue is with the lender and not NordicTrack directly you will need to reach out to ******* directly to get any financing issue resolved, they may be reached at ************.
Thank you
Customer Answer
Date: 04/28/2025
Complaint: 23252612
I am rejecting this response because:Thank You, I will try call them now. You both are into BOTs and AI chats. Note you still NEVER gave me my account number and on Friday the bank. I will pay this off 100% payment now. I did receive multiple times from Nordic Track the canned answer "someone will contact you" No one did !! after multiple calls and now I have a Non-Payment on my Credit report. That unacceptable. and I need Nordic Track to help in the reversal of this false filing on my credit report.
When I tried calling the Bank on Friday, I could not get through the because I don't have the account number. What is my account number?? Please complete this transaction so I can Contact ******* and get through their digital Phone acceptance portal. Please what is my account number. I called the number you gave me several time on Friday with no successful way to get through the portal. THis is why I contacted BBB
Sincerely,
******* ******Business Response
Date: 04/29/2025
Hi *******,
we understand your frustration, we are unable to provide a full account number due to PCI compliance, however here is the last four digits XXXX-XXXX-XXXX-0928. It may also be located on a monthly statement that you receive. Please let us know if you have any further questions.
Thanks
Customer Answer
Date: 04/30/2025
Complaint: ********
I am rejecting this response because:I understand you can't give out account numbers but if you had given the correct mailing address to ******* I would not have a non - payment posted to my credit report account. In ******* CA we cannot receive home mail, so you needed to give the correct mail service address. Also, I had to force the 1st **** to connect me to the billing department then had to force the 2nd **** in the billing department to give me the correct phone number where the ******* answered the call. Once I connected with ******* with the correct phone number, I was able to solve the problem Immediately. I now have to try and have the non-payment on my credit report resolved. Typically, they stay on your credit report for 2 years. I fault I-Fit for this infraction; Credit reports are important to me. I paid off $1000 immediately and will pay the balance as soon as I receive the final amount. I called I-fit multiple times to fix, no help. Again, thank you, this case ******** can be closed.
Sincerely,
******* ******Business Response
Date: 05/02/2025
Thank you, we are glad you were able to get this resolved. Please let us know if you have any further questions.
Thank you
Initial Complaint
Date:04/22/2025
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.
The manufacturer has a known issue with its product. In this case, the console on a rower (Nordictrack RW900) goes all white and cannot be repaired. The manufacturer does not have any replacements, nor do any of the 3rd party sites they refer. The inability to replace this console renders the machine useless. iFit knows they have this issue and has no intention of stocking replacement parts for this.Business Response
Date: 04/22/2025
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.
We are currently looking into the best option for you. 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. Once we have this info we can proceed with working with our product resolution team.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 04/22/2025
Complaint: 23234836
I am rejecting this response because: There is no actual contact information to reach this person and try to resolve this issue.
Sincerely,
Kellen MillerBusiness Response
Date: 04/23/2025
Hi Kellen,
Please send the photos thorugh theis portal or you may email them to [email protected] but please make sure that you put your claim number in the subject line.
Thank you
Customer Answer
Date: 05/01/2025
Complaint: 23234836
I am rejecting this response because: email sent on 4/25 as directed. Followed up on 4/30 after having no response. Received response "I apologize for the delay, I'm currently working with our leadership to get this resolved for you, I will update you once I have more info. Thank you " on 4/30. With no resolution in place at this time, I cannot close the complaint.
Sincerely,
Kellen MillerBusiness Response
Date: 05/02/2025
Hi ******,
Thank you for your patience while we figure out how to resolve this for you! We've submit your case to our product replacement team. They will be contacting you via email with all the details on a replacement machine. Please allow 7-14 business days for them to reach out to you for further instructions.
Customer Answer
Date: 05/07/2025
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. This is contingent upon receiving the replacement machine as promised in email correspondence with the manufacturer.
Sincerely,
****** ******Initial Complaint
Date:04/20/2025
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.
NordicTrack Pssimo Servio ao Cliente (Evitem Comprar!)Ol,O meu nome Joaquim e gostaria de partilhar a minha experincia extremamente frustrante com a NordicTrack.Comprei duas mquinas desta marca:Remadora RW700 Passadeira NordicTrack No incio, tudo parecia bem, at descobrir que existem dois tipos de subscrio diferentes. Tentei esclarecer esta questo, mas o atendimento ao cliente foi vergonhoso:Contactei a NordicTrack USA (j que na Europa/******** no h suporte direto).Respostas demoraram 3 semanas (e foram sempre desconexas, sem resolver o meu problema).As explicaes foram inteis e no abordaram as minhas questes.Contactei o fornecedor portugus (Fitness Digital) que me informou no fornecer peas (felizmente, as mquinas no estavam avariadas).Tentei a NordicTrack UK exigiram prova de compra, nmero de srie, como se estivesse a tentar burl-los, quando s queria saber se podia fazer downgrade na minha RW700.Concluso:Cancelei a minha subscrio e desisti completamente da ************************* recomendo a ningum! Se precisarem de assistncia, vo ficar ainda mais frustrados.Aviso a todos: Se ainda no compraram equipamentos desta marca, FUJAM! A NordicTrack ignora os clientes e no merece o vosso dinheiro.NordicTrack? NEVER MORE.Business Response
Date: 04/22/2025
Hi *******,
Thank you for reaching out, we apologize for the experience you have had, were you are located in ******** we have reached out to our ************* and they will contact you to get this issue resolved. Thank you
Customer Answer
Date: 04/22/2025
Complaint: 23227629
I am rejecting this response because:Didnt receive any email from Nordictrack Portugal.
Second You should inform the customers that you have two plan subscription.
Third, All the machine with touchscreen only work with the pro plan subacription, that means expensive machine only can work with expensive subacription.
Fourth . I would like have the same prompt reply from your service ,that you sent to BBB. Actually for BBB is just a reply, i still havent receive nothing.
same attitude, same treatment.
Sincerely,
******* *********Business Response
Date: 04/24/2025
Hi *******,
Thank you, we've sent an escalation to your country's member care to reach out. We apologize we are located in the ** and do not have the ability to look at accounts out of the **. Please let us know if you do not hear from them within 3-5 business days.
Thank you
Initial Complaint
Date:04/18/2025
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.
This company charged my account saying they emailed me and I received NO email! I have not logged into an account or used their services for over a year! I also had to change my credit card on file due to it being compromised so how did they get my new number and use my card to charge? I want a refund or will take this issue further.Business Response
Date: 04/21/2025
Hi *******,
Thank you for taking the time to address the issues you have encountered with your memebrship. 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 looks like you were on a yearly renewal for the past 3 years and have not cancelled it. We give 30 days to cancel upon every renewal weather it is yearly or monthly. Because you are outside the 30 day refund policy we are unable to process your request at this time.
Thank you
Customer Answer
Date: 04/21/2025
Complaint: 23221726
I am rejecting this response because:I never received an email and obviously and on a more serious note you obtained and used a new card without my consent and charged it! I will be notifying my credit card that this charge was not authorized!
Sincerely,
******* ******Business Response
Date: 04/22/2025
Hi *******,
We apologize for all you have been through, we understand your frustration, You may read more on our refund policy at ******************************************************************* for futher policy infomation.
Thank you
Customer Answer
Date: 04/22/2025
Complaint: 23221726
I am rejecting this response because: I really dont care about your policies regarding refunds on 30 days. You charged a card you DID NOT HAVE which is fraud and theft. I am done and would never recommend buying any item you sell and advise others to not give you their credit card because this is obviously a pattern your company does to consumers!
Sincerely,
******* ******Initial Complaint
Date:04/12/2025
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.
Hello, on May 31, 2024, I purchased a Proform Carbon TL (2023) treadmill from Dicks Sporting Goods. I attempted to return it within the 30 days due to the treadmill being very loud and squeaky which was not normal. I was denied a refund and just decided to keep it. On February 19, 2025 I submitted a claim to have my treadmill fixed because it completely stopped working. Fortunately a technician was sent and it was repaired but the technician advised us that the treadmill was abnormally loud and possibly needed a new motor. I submitted another claim on March 17, 2025 to have it fixed. I was told a technician would be coming out but to this day, no one has come to even look at the issue. I have sent multiple emails to the service department and have not received any responses. I believe they are simply waiting for the warranty to expire so that they dont have to fix anything. This treadmill has been broken since the day I bought it and I would like a full refund.Business Response
Date: 04/15/2025
Hello-
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.
This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to
you as soon as possible. You should hear from them within the next 3-4 business days.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 04/18/2025
Complaint: 23196704
I am rejecting this response because: I will not be satisfied until this treadmill is fixed and/or replaced.
Sincerely,
****** *******Business Response
Date: 04/18/2025
Hello,
Yes, we are happy to leave this open until the tech has a chance to look at your machine. Thank you
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