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

2,166 total complaints in the last 3 years.
221 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:06/30/2023
Type:Billing 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.
2 issues the console on my Nordic track has suddenly stopped working within about 2 years and 4 months of the warranty ending and an iFit account subscription has somehow obtained my credit card info and started charging me a monthly fee without my authorization. I was charged 42.98$/month for 5 months before I noticed the issue. I never added billing info to this account or started a subscription. I want at least 200$ refunded for the 5 months I was charged.
Business Response
Date: 07/03/2023
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 gone ahead and issued a refund for the past 5 payments and have cleared all payment history so you will not receive any further charges. We apologize for the expierence you have had.
As for the console we recommend calling into our support line at this time. We do not have any registration information for you and are queues are also at 0 currently so there is no wait times.
Thank you
Initial Complaint
Date:06/30/2023
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'm writing to discuss the issues I've had with NordicTrack's Treadmill model **** and the related iFit service. I bought this treadmill on December 29, 2022, for $2,429.00 and additionally invested in an annual iFit subscription in January 2023 for $299.My NordicTrack and iFit experiences have been significantly below par. My problems started with delivery; the assembly team mistakenly installed an elliptical machine first, creating an avoidable mix-up and loss of time. They eventually corrected this mistake and installed the correct treadmill.Shortly after setup, the treadmill's incline function failed. Fixing this took three service visits over an extended period because the company twice sent wrong parts for repair. Moreover, the scheduling process for these visits was quite challenging.The treadmill also doesn't perform optimally at lower speeds, negatively affecting my exercise routines.In addition to hardware issues, the iFit service hasn't lived up to the sales representative's promises. I was assured a console streaming content at ****p, but since May, all content has been at a lower 540p resolution without any prior notice. Additionally, features like live races and workout milestone rewards, as promised, haven't been delivered, leading to disappointment and feelings of deceit.Given the considerable monetary investment in the NordicTrack treadmill and iFit services, I find these continuous issues and misleading practices deeply unsatisfactory.Given the circumstances, I believe a suitable compensation would be an additional year of the iFit service at no charge. This request seems fair considering the service's underperformance and the inconvenience caused.I'm raising this matter not only to solve my issues but to help prevent similar situations for others. Any assistance or guidance on addressing these NordicTrack concerns would be appreciated.
Business Response
Date: 07/03/2023
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'm happy to go ahead and get that ifit membership added to your account, could you please verify which email you would like to use?

Thank you
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:06/29/2023
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 the comercial **** treadmill in March 2023. The machine arrived in April and it broke 1 day after the 30 day return policy. I had to wait several weeks for it to be serviced but finally a technician replaced the broken parts and fixed the tread assuring me that the tread was in perfect condition. However, less than 1 month later the treadmill broke again!!! It simply wont turn on. I bought the comercial grade tread thinking it would be of better quality but I was completely wrong. Im extremely frustrated with the amount of time I have spent on the phone trying to get customer service and a fair solution. The last supervisor offered me the same lame solution: wait again for a technician to come and take a look. I dont want to keep a tread that needs to repaired constantly: Twice within 3 months since I got it. I want NordicTrack to stand by the quality of their products and take the machine back. I need a REAL treadmill.
Business Response
Date: 06/30/2023
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.
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 ********************************************************************************** return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.
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.
The technician will upload notes after the visit and let us know if any parts are needed so we can get this resolved as quickly as possible for you.
Thank you!

Customer Answer
Date: 06/30/2023

Complaint: 20256603

I am rejecting this response because: If I had to get parts replaced in 2 different occasions within 3 months of usage, that means the product you sold me doesnt meet the criteria you describe on your website. NordicTrack supposedly prides itself in being the leading brand in the industry but the product I bought doesnt back that statement. Im not asking for a returning because I changed my mind or there is some small defect. The treadmill is definitely defective in a major way. I didnt not pay less for a refurbished machine yet the 1st part that broke was used- as per the technician that replaced it. How is that? It is totally unfair and quite dishonest. I would never recommend NordicTrack to anyone.

Sincerely,

*****************************
Business Response
Date: 07/05/2023
Hello-
We do apologize for the trouble you've had with your machine. As you're not within the 30 day return window we are unable to offer a return or replacement. Once the technician comes out again they will send us the notes so we know if anything further is needed.
Thank you!
Customer Answer
Date: 07/05/2023

Complaint: 20256603

I am rejecting this response because:
Im aware of your return policy. This wasnt a new response. The issue remains the same: You sold me a defective treadmill with used parts. Again, I didnt purchased a refurbished machine yet the one I received had used parts and has broken twice within 3 months of usage. Obviously something is wrong the machine overall but Norditrack refuses to do the right thing. If I cant return it the very minimum they could do is send a new one.
Sincerely,

*****************************
Business Response
Date: 07/06/2023
Hello-
We do sincerely apologize you're still having trouble with your machine. As you are no longer within the 30 day return window we are unable to send a replacement. We don't sell machines with used parts. Has the technician been out to you yet? Once the technician comes they will take notes and send them in to us so we know how to proceed.
Thank you!
Initial Complaint
Date:06/27/2023
Type:Product 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 a treadmill from Nordictrack via online store, along with white glove service and warranty, on 6/5/23. My order shipped on 6/10/23. The treadmill arrived at AIT on 6/14/23. *** who is the company they use to deliver never contacted me to schedule a delivery, they scheduled the appointments themselves, then canceled. On 6/27/23, *** finally delivered my treadmill which is defective. It does not work. I called Nordictrack customer service for a refund because I have had enough. I was told I would have to pay $250 plus a 10% restocking fee because they sent me a broken treadmill. I refuse to pay almost $2000 for a product that needs to be fixed upon delivery. I paid for a new treadmill, not a refurbished treadmill. I want my full refund. This was Nordictrack's mistake, not mine.
Business Response
Date: 06/28/2023
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.

After reviewing your account we can see that you spoke to one of our agents today 6/28/2023 regarding your issue and it was resolved. Please let us know if you need any additonal help.
Thank you
Customer Answer
Date: 06/28/2023

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,

Freya Means
Initial Complaint
Date:06/27/2023
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.
1. Purchased iFit equipment in Feb 2022 2. Got one-year free membership to iFit.com 3. Had to provide my credit card information even though I had one-year free membership 4. Was unhappy with equipment. Tried contacting support but no response and therefore ended up returning the equipment in Jan 2023 5. I have been charged monthly $42+ for the last 4 months (Mar-Jun)6. I was completely unaware of these transactions until I checked my credit card transactions on 6/27/23 7. Call iFit on 6/27/23 and they only agreed to refund the Jun payment I would like to be refunded for the previous months also because this happened all "silently" with no communication.
Business Response
Date: 06/28/2023
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 and they have confirmed that since the machine was purchased from ******* it is the responsibility of the member at that point to cancel the membership as it was not purchased directly from us. We are not able to refund anything besides June that was already refunded.
Thank you
Initial Complaint
Date:06/26/2023
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 a Nordictrack iFit Fusion CST on 6/27/2022. Since purchasing several of the video series refuse to play. I've contacted iFit support numerous times to resolve the issue and no resolution has been found. The latest attempt support informed me I was stuck as is unless the development team made updates to the app which in the year I've had it they have not.I do not like that I was told I'd get something and then not get it, this machine was not cheap. I'd like them to fix it or take the machine back and refund me my money.
Business Response
Date: 06/27/2023
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 issue resolved.
Please provide a video of the issue to **************************************************
Please reply back here once it has been sent as you will not receive a reply via email.
Thank you!
Customer Answer
Date: 06/28/2023

Complaint: 20240667

I'm neither accepting nor rejecting the businesses current response. There was no other way for me to reply to them here without picking one and I did not want to accept their response as a resolution as one has not been reached as of yet.
I have followed the request of the business and submitted a video of the issue to them on 6/28/23 @ 6:05pm PST.

Sincerely,

*********************
Business Response
Date: 06/30/2023
Hello,
Thank you.
This software issue has been alerted to the iFit team and they are currently working on getting it resolved.
We apologize for the inconvenience and will do all that we can to get it fixed as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 07/05/2023

Complaint: 20240667

I am rejecting this response because: I was told the exact same thing when I called into support. I was told the software devs will get notified and provide a fix at some later date possibly. So in the mean time I'm severely lacking on what was promised when I bought the machine. I can either do a beginner level workout or do ones that don't fit my lifestyle or require additional items (weights, etc) that I do not have.
Due to lack of real support and functionality I stopped using the machine entirely. This is why I would rather just get rid of it and return it for at least some sort of refund.

Sincerely,

*********************
Business Response
Date: 07/06/2023
Hello,
We apologize, we are not able to provide a return/replacement as you're well outside of the 30 day return window.
We are happy to add the total downtime to your membership once your machine is back up and running?
Customer Answer
Date: 07/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and if they're willing to put my membership renewal on hold until the machine is fixed and in a fully functioning state that it should have been when I purchased it then I'm willing to accept that resolution.

Sincerely,

*********************
Initial Complaint
Date:06/26/2023
Type:Sales and Advertising 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.
On July 23, 2022, I purchased a brand new S 27i bike and a brand new commercial X 32i treadmill that both arrived with clear documented manufacturer defects. The $3,999 treadmill came without a power cord installed! The $2,499 s27i bike came with a manufacturers defect on the mount that holds the large screen. I also paid $699 for a 3 year ifit membership that the representative said wouldnt begin until I could use the equipment. They asked if I would simply give them time to order parts and repair with a technician and promised me that the 30 day return policy would be extended to the time after they had the two machines up and working properly. After numerous conversations and waiting months for parts I decided I just wanted to return the bike and treadmill so I didnt have to wait any longer as the representative said parts could take a while due to back orders from *****. When I contacted NordiTrack to initiate the return, they informed me that the 30 day return period was over and there was nothing that could be done. They said my only option was to place a warranty claim and wait for the machines to be repaired. It is almost July and both machines are not fixed and nordicTrack refuses to accept responsibility. They intentionally drug this past the (90 day) legal period I had to contest the purchases with my credit card company. As a former member of the armed forces, this is disgusting and shouldnt happen to anyone living in America.
Business Response
Date: 06/27/2023
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 service has been set up on those machines for you. The technician will be contacting you within the next 3-5 business days for scheduling. Once the technician arrives they will note on anything that is needed so we can get this resolved for you as quickly as possible.
Thank you!
Customer Answer
Date: 06/29/2023

Complaint: 20237027

I am rejecting this response because:
This isnt what they are required to do. I purchased equipment and they have a 30 day trial period within the contract. I havent been able to perform a 30 day test as the equipment arrived with numerous damages and manufacturer defects. The equipment hasnt worked from day one. They have not only failed to send a technician but when I also told them I no longer wanted to deal with the headache and return their equipmentno one ever came to pickup their equipment. One Covid excuse after another and neither of their representatives that I spoke with scheduled a technician or a pickup but told me over the phone it had been scheduled and someone would be contacting me from a third party company. It has been almost a year! This is absurd!

Sincerely,

*******************
Business Response
Date: 06/30/2023
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.
We do understand, the technician will be contacting you soon for scheduling to get this resolved as quickly as we're able. Again, we are very sorry for the issues you've had with your machines.
Thank you.
Customer Answer
Date: 06/30/2023

Complaint: 20237027

I am rejecting this response because:

I requested to return this defective equipment when it arrived damaged. They know I did and they have drug out every appointment and then stated it was beyond the 30 day return period. This is nonsense. I never once had working equipment and I have asked to return the equipment from day one. Everytime they say they will have a third party contact me, well it hasnt happened since August 12, 2022. They told me this third party would contact me within 2-5 business days and that didnt happen either. Its all a con to drag this out and Im not willing to participate any longer. The machines were never picked up as they were supposed to have scheduled and now because they didnt do anything they have said they would do Im stuck with defective equipment. Come on. How ridiculous does this need to get before someone with an ounce of logical sense gets involved and stops the insanity. This is corporate theft at its finest. Come get your faulty equipment and give me my money back!

Sincerely,

*******************
Business Response
Date: 06/30/2023
Hello-
We do apologize for any frustration this has caused. Once the machine starts working or we have not heard from you from the issue not being resolved the return window un pauses. As you are no longer within the 30 days we are unable to offer a return, we do apologize.
The technician will contact you soon for scheduling.
Thank you!
Customer Answer
Date: 07/03/2023

Complaint: 20237027

I am rejecting this response because:
I contacted them numerous times. This response is ludicrous and I have proof of my conversations. as of today they still have not delivered all the parts needed to service either piece of equipment. They are the ones stalling and they are doing this purposely. The proof is in the pudding and they know they are wrong. the call logs have been reported and delivered and yet they still give these ignorant responses. The truth is that the representative never finished her job and dispatched the third party to come to my house. I spoke to a representative last week who viewed their log history and notated that they never did their part. How am I supposed to know what is being done other than what they are telling me over the phone. Needless to say, the lies continue.

Sincerely,

*******************
Business Response
Date: 07/05/2023
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.
Did the representative you spoke to stated you needed parts ordered? We do not see any recent part orders however there is two service orders set up. If you are not needing parts and need the technician to reach out we can escalate service for you.
Thank you!
Initial Complaint
Date:06/22/2023
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.
In May I ordered a brand new Commercial **** treadmill (NTL14122K1F). I paid $2,274 for the new treadmill and $199 for white glove delivery. The treadmill was delivered on May 11 and assembled. However, the treadmill belt never turned on! This was a brand new machine, and the technician never bothered checking to make sure that the belt actually MOVED before he left the job site. The wires are connected properly, we have tried restarting the machine several times. The screen works, and the videos will play, but the belt does not move at all. Since then, we attempted multiple calls with customer service. Every time, customer service HANGS UP ON US halfway through the call. We have been HUNG UP ON 3x by customer service. You cannot get ahold of a competent customer service representative who will service your issue. THIS COMPANY IS A COMPLETE JOKE. I bought a brand new $2000 treadmill, paid for white glove delivery, and it NEVER turned on. When I call customer service to fix the issue, they disconnect the call to avoid having to replace the machine. This company needs to be reported for being ABSOLUTELY FRAUDULENT. I was debating between the Nordictrack Commercial **** and the Peloton Tread+, and now I deeply wish I had bought a Peloton instead. I would never be dealing with the outrageous customer service issues I am now. I demand a technician come out and fix my brand new treadmill, asap. Do not purchase from this company.
Business Response
Date: 06/23/2023
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.
In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well.
Your part order is ICS9704724. You can track that at the link below:
**************************************************************************
if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:06/22/2023
Type:Sales and Advertising 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.
Ive been having this problem with my treadmill for the last three or four years with my walking belt going to the left I have had numerous of technicians come to my house to try and repair my treadmill but they couldnt fix it. I have a gentleman come three or four months ago his name was ******* and he informed me that the frame was bent on the treadmill And I should receive a new one, but they refuse to give me a new one and sent the part that ****************** didnt want then didnt ask for an eye call ****************** and he said he couldnt do anything else for me and I hadnt heard anything else from them so I havent had access to my treadmill for two years so I had to join the **** to have access to a treadmill. I would like to be reimbursed for my treadmill and my time.
Business Response
Date: 06/22/2023
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.

After reviewing your account it appears that your machine is no longer under warranty.
Please contact our non-warranty team directly for further assistance at-************.
Or if you have an extended warranty, please contact our extended warranty team directly at-**************.
Have a great day!
Initial Complaint
Date:06/22/2023
Type:Product 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.
Ifits software is buggy often causing the system to restart and programs are unable to run consistently. I made an attempt to cancel after the trial but the trial was not accepted as i got charged for the following month. I have no used any of the ifit features outside 2-3 times during the trial period. I contacted ifit via email and they refused to acknowledge the issue and instantly dismissed my refund request by citing their refund policy. I am sure an exception can be made due to defective product.
Business Response
Date: 06/23/2023
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.
We do see a charge was refunded to you on June 1st of 2023 for $41.34. Is this the charge you're referring to? We are not finding any further charges for a membership.
Thank you.
Customer Answer
Date: 06/23/2023

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,

***********************

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