Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,166 total complaints in the last 3 years.
- 220 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:07/10/2023
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.
iFit auto renewed our membership. We attempted to cancel but it did not cancel because we have two accounts. We contacted the company and asked for cancellation and a refund as they charged us for an entire year. They are refusing to issue a refund and are forcing us to pay for a full year and keep the membership until May of 2024.The account is under ********, e-mail address **********************
Business Response
Date: 07/11/2023
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.
In looking into your iFIT account this morning, it looks like the you were in contact with our team on about this issue and were able to resolve it with them..
The charge you received has been refunded and your form of payment has been cleared so you will not receive any additional charges.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 07/11/2023
Complaint: 20299370
I am rejecting this response because: I have not received a refund. When will it be processed?
Sincerely,
***************************Business Response
Date: 07/12/2023
Hi *****,
Please allow **** business days for that refund to reflect your account, it was submitted yesterday. Thank you
Customer Answer
Date: 07/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We have received the refund. Thank you.
Sincerely,
***************************Initial Complaint
Date:07/09/2023
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.
iFIT has been charging me subscription fee without prior approval. They sent me an email and said if I didn't respond to the email they will continue the subscription. Their email ended ** in my spam folder. I have emailed them to stop charging me and I still keep getting charged.I am flagging questionable business practice from iFIT and want to flag this to all customers being scammed by iFIT.Business Response
Date: 07/11/2023
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.
We have looked into this and do see it was apart of the machine purchase of the terms of use state it will activate a membership upon purchase. As you reached out back in March regarding this, we can refund March through June and cancel the membership. and payment.
We do see you did dispute the February charge as well but didn't reach out before March so we are only able to refund March to June. We will start processing those *************.
Thank you.
Initial Complaint
Date:07/07/2023
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 tread mill on November 15th 2022. The price of the machine was $1790.11. We had white glove delivery service about $200 included in price. They set it up no manual came with it they told us we were going to get one in my email which we never received. On day 2 the treadmill was making a loud noise when on incline. I have a 15 month warranty we tried calling emailing to have service but we could not get through to anyone. Left messages, emails etc. All I wanted was someone to come out and fix the issue or a new one if needed but I was unable to get a hold of anyone for 2 months. On January 7th 2023 I contacted my **** cc and opened a dispute because I could not get a hold of them. On January 14th 2023 my credit card company said dispute was resolved and nordic trac refunded the amount I was instructed not to send anything back. On July 6th 2023 6 months later I received an email saying that the treadmill needed to be returned. They want to charge me ****** to have the treadmill picked up I told them Im not paying to have a broken treadmill removed from my home. They threatened to send me to collections Also, when I told them I tried for 2 months to get through their response was that was our busy season. Well as a consumer with a warranty that is not my problem. The manager was very rude and threatening . I'm not paying any additional cost to have this treadmill picked up from my house if they want the treadmill back they can come and pick it up anytime at no charge to me.Business Response
Date: 07/10/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your order. We completely understand where you are coming from on this matter.We spoke with our Billing and ****************** about this return. They have informed us that if you are not willing to cooperate with threshold pick up. The machine will either need to be available at their front door, or they pay a removal fee. We apologize for the inconvienance, however this is our company policy.
Thank you
Customer Answer
Date: 07/10/2023
Complaint: 20290439
I am rejecting this response because: As previously stated I was unable for 2 months to get through the service department the machine on day 2 was making a very loud noise. I disputed the charge with chase credit card ***** this is the only charge I disputed. As I previously stated we are unable to bring the treadmill to the front door as one of the reasons why we had white glove service. I paid ****** for the service and now they want ****** to remove it. It does t make any sense. What upset me the most was when I spoke with manager about trying to get service during those 2 months they told me it was their busy season which obviously it not my fault!! So my request is to have them pick it up without me paying any fee.
Sincerely,
***********************Business Response
Date: 07/11/2023
Hi ****,
We sincerly apologize for all you have been through, I have reached out to our Billing and ****************** regarding your request. They have confirmed that we are unable to remove the machine for free as this charge is a 3rd party company and we cannot offer their services for free. This option will have to be paid for. We apologize for the inconvienance.
Thank you
Customer Answer
Date: 07/11/2023
Complaint: 20290439
I am rejecting this response because:
IFIT could easily pay the third party company their fee
Sincerely,
***********************Business Response
Date: 07/13/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machine return. We completely understand where you are coming from on this matter.We apologize for all you have been through, we are unable to offer free disassembly, if you wish to have the machine disassembled you will need to contact our member services at ************** to get that set up, otherwise We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.
Thank you
Customer Answer
Date: 07/14/2023
Complaint: 20290439
I am rejecting this response because: This is not helping me Out at all; I dont feel like I am responsible for this equipment to be removed from my home . This is the same response with different wording.
Sincerely,
***********************Business Response
Date: 07/17/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.-We have gone ahead and requested the carrier to pick up the machine at no cost to you. Please allow **** business days for the request to be sent and put through their system for contact.
Please let us know if you have any further questions.
Thank you
Customer Answer
Date: 07/18/2023
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:07/07/2023
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 NordicTrack treadmill in 2020. My warranty expires in December 2023. My treadmill stopped working in December 2022. I have tried numerous times to get the company to honor the warranty and fix my treadmill, but they wont. I think they are hoping to wait out the remainder of my warranty. I would like my treadmill fixed. I have been without it for 8 months.Business Response
Date: 07/10/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
We're happy to get this resolved.
Please verify the machine's model and serial number.
Customer Answer
Date: 07/10/2023
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.Model No. NTL29019.0
Serial No. *************
Sincerely,
*******************************Initial Complaint
Date:07/07/2023
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.
Purchased treadmill that stopped working after 13 months.After 3 service calls Countless hours on the phone with customer service there is no response no resolution- customer service could not be more unhelpful.Business Response
Date: 07/07/2023
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 look into this for you, after reviewing your account I can see a new console and upright wire were ordered for you back in april. Could you please send us documentation of the tech notes that were taken from the tech's visits so that we may better get this resolved for you?
Thank you, we look forward to hearing from you.
Customer Answer
Date: 07/07/2023
Complaint: 20286266
I am rejecting this response because:As noted in my initial message I notified iFit of my machine issues in March of 2023, based on my date of purchase my machine is still under your warranty for parts. Since March I have paid for three separate service technician visit, each visit the technician installing new parts. I am in the process of my setting up the 4th visit of the technician to yet again attempt to resolve this issue. As someone who is a daily user of my treadmill it is extremely dissatisfying and disappointing that I have made significant effort over the past 4 months to get this resolved and my treadmill running again.
I have spent at least **** hours on the phone with customer service over the past 4 months, each instance talking through the entirety of my problem with a new customer service representative. I have asked for supervisors on several occasions and at this point have only been connected to someone at that level one time (***********************), other times I have been told that is "illegal" (which makes no sense), otherwise they indicate they don't have the ability to make that connection for me. I have also called your corporate office directly two times and no one returned my call. To take it even further I messaged your customer experience leader, ***********************, on Instagram - no response.
As a company who sold a treadmill advertised as "commercial grade" I would certainly expect it to run without issue for longer than a year. I have found your customer service group horrible to work with and no one I've encountered or spoken with has actually followed up with me, rather they tell me to call back in a couple days.
I would appreciate if someone from the company actually reached out directly to me and made an effort to either get my treadmill working otherwise replace it. At this point I am definitely realizing I made the wrong decision in purchasing your treadmill, a Peloton would have been much better as their customer service team actually provides assistance.
My most recent call to your customer service group was this morning (case ********) as you were attempting to assign a new repair company for my 4th visit.
My cell phone number is ************ and I would appreciate a direct response from your company from someone at an appropriate level in your organization to resolve my complaint - however based on my interactions with your company to date I don't expect that call.
My issue reported won't be resolved to my satisfaction until my machine is either fixed or replaced. I am currently at the point where I am looking for an attorney to file a small claims action against your business.
Sincerely,
*********************Business Response
Date: 07/10/2023
Hi ***,
We are happy to help get this resolved for you, is the tech you personally hired an outside company or one from our company? I'm just trying to locate what was done so I can assist you better.
Thank you
Initial Complaint
Date:07/06/2023
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 have had our NordicTrack treadmill for a few years, and it has the IFit system installed. - Our treadmill cost us rough $2,000 - IFit organization could not do anything for our Ifit system not doing its update - I am not asking for money; I just want my treadmill to work. I am part of the active Army and don't have time to run outside or to our installation gyms. My wife has been doing full and half marathons, and now she can't train. How do we pay for an expensive machine just to sit and collect dust?Business Response
Date: 07/07/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machines issues. We completely understand where you are coming from on this matter.
Is the Bluetooth light on your console lit? Please provide an image if so and provide an image of your receipt from the time of purchase.
Thank you.
Initial Complaint
Date:07/03/2023
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.
In may of 2023, I purchased a treadmill and its not working. I have not been able to use. I have tried to reach out. They are never open on weekends. The customer service is horribleBusiness Response
Date: 07/05/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
We're happy to get this resolved.
Please provide additional information about the issue along with the following info to register your machine.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:Customer Answer
Date: 07/05/2023
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:07/03/2023
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 X22i incline treadmill from NordicTrack on 9/12/2021, the incline motor broke in March 2022. My first service request wasn't answered until I wrote a review about my email not being answered. The machine was fixed under warranty two months later. It was used 3 times and then the control board went out. We had to pay for the repair, even tough the machine broke during warranty. Mostly because NordicTrack said we should install it ourselves. It was a very easy fix. So we tried and could not. It is an impossible fix where the incredibly heavy and large machine has to be picked up onto its side and you need a technician to uninstall a computer board and re attach a new computer board. When we called back to request a technician to install it, it was no longer under warranty. The machine had 100 miles and 25 hours of use at this point because it was broken more then it was usable. The technician also found problems with the tread and how it was working. We also fixed that. Now the incline motor has broken again, after only being used a few months. A treadmill that only has approximately 125 miles and under 50 hours of use has broken again and we are getting the same questions and responses from NordicTrack and iFit. Technically this machine is almost 2 years old, but is brand new if you go by the usage. This machine should be considered a "lemon", it has never worked and we are repairing things that we have already repaired. It was around $3,499. I think we should be refunded our money and the machine taken back. At one time I did want a new machine from NordicTrack, but I no longer want to deal with this company ever again. I hope there this something that can be done. I also want to let other people know of this problem. When I made this purchase, I found lots of good reviews. But since I've made this purchase, I can only find terrible reviews, mostly complaints very similar to mine.Business Response
Date: 07/05/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
We're happy to get this resolved.
Please provide additional information about the current issue.
Did you purchase an extended warranty for this machine?
Customer Answer
Date: 07/05/2023
Better Business Bureau:
I did not purchase the extended warranty. The second time it stopped working it was still under warranty. When the motor control stopped working, the machine was still under the 1st year parts and labor warranty, but they told me we had to try to install the part ourselves. When I called back to say that we could not install the part and needed a technician, they told me that it was now too late and I would have to pay for the service call and since the warranty had expired, it was also too late to purchase the extended warranty. But my main complaint is that the incline motor has broken again. We have already replaced that part in the Spring of 2022. I don't feel this machine can be fixed. It breaks down every few months. It shouldn't break down every few months. This machine only has 125 miles and 40 hours of use on it because it is always broken.
***************************Business Response
Date: 07/06/2023
Hello,
Thank you.
We apologize, the labor warranty has expired.
Any service visit will have to be paid for. You can do so by contacting our sales and service team directly at-************.
Have a great day!
Customer Answer
Date: 07/06/2023
Complaint: 20270355
I am rejecting this response because:I have to replace a motor again on a machine that has barely been used. This is the third motor in a year and a half. So, I have to purchase and install a new motor or control panel every 42 miles on a machine that cost over $3,000? Not to mention the other problems. This is both sad and ridiculous.
Sincerely,
***************************Business Response
Date: 07/06/2023
Hello,
We apologize, your labor warranty has expired.
Any future service orders will have to be paid for.
Initial Complaint
Date:07/02/2023
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 my treadmill with ifit on 9/14/19 for $476.76 from ****** on 12/14/22 the display screen would not load and gave an error message. I tried to do a hard reset on the screen per the manufacturer's directions and it went completely blank and never turned back on. The treadmill is now unusable. I contacted NordicTrack and they said that my warranty was expired and offered me a percentage off for a new one. I tried to contact Ifit and was never contacted back.Business Response
Date: 07/03/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machines issues. We completely understand where you are coming from on this matter.
Is the Bluetooth button on your console lit? If so, please send us an image and provide an image of your receipt from the time of purchase.
Thank you!
Initial Complaint
Date:07/02/2023
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 rower 18 months ago. within the first 4 months the row strap broke, they fixed it, another 4 months, it broke again, they replaced it again, another 4 months it broke again, they changed the whole inside. at this point i complained that this is some systemic design problem and replacing it agian it would probably break again. in another 6 monthe the pull strap broke again. I called and taked to a supervisor but now because it was after 1 year they would not cover the cost of labor. I complained and made the supervisor go back over all the repairs and pictures. i said the machine has design flaw and the strap is c*** i use the machine 20 minutes a day 4 times a week. if you do the math that is about 25 hours use before failure. I believe i paid around 800 for this machine, it is a piece of ****, and nobody at nordic track will do anything about it. When they offered to fix it agian and comp the parts but made me pay for labor, they also offered a discount on labor, I capitulated because i cannot use the machine without the strap, but it is ridiculous.Business Response
Date: 07/03/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machines issues. We completely understand where you are coming from on this matter.
I do see you spoke to somebody and you were offered a discount on service. If you'd like that set up you can call our member care at 1-833-680-iFit (4348). As you are no longer covered under the manufactures warranty for labor, we are unable to set that up under warranty, we do apologize.
Thank you.
Customer Answer
Date: 07/03/2023
Complaint: 20266857
I am rejecting this response because: You sold me a machine that broke in the same spot 4 times in 18 months, the machine is a giant piece of c*** with systemic design flaws.
Sincerely,
*******************Business Response
Date: 07/05/2023
Hello-
We do sincerely apologize for the trouble you've had with your machine. If you'd like a technician to install the part, you can contact our non warranty department at ************ to have service set up.
Thank you.
Customer Answer
Date: 07/06/2023
Complaint: 20266857
I am rejecting this response because: This is the 4th time the exact part needs replacement and you want me to pay for the technician, you sold me a machine with systemic design flaws that breaks with regular use. literally breaks doins what it is supposed to, now you want me to pay for the technician to install the exact same part a 4th time in 18 months, say that out lod to your self. yYour machine boke in the same spot 4 times in the 18 montha.
Sincerely,
*******************Business Response
Date: 07/07/2023
Hello-
We do apologize for the trouble you've had with your machine. If you prefer to install the part you can do so. If you want a technician you can call the provided number to have that set up.
Thank you!
Customer Answer
Date: 07/07/2023
Complaint: 20266857
I am rejecting this response because: i already paid for the technician, why *** you not admit that the rowing machine you sold me breaks from literally using it as a rowing machine?
Sincerely,
*******************Business Response
Date: 07/10/2023
Hello-
We do sincerely apologize for the trouble you've had with your machine and for any inconvenience it has caused.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
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