Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,255 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:06/16/2023
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.
On March 25th I ordered a Tread Mill from ****** (a Nordic Track S45I) it was delivered and set up in a timely manner. Upon my initial attempt to use it it made a terrible screeching noise that could be heard throughout my home. For the last 9+ weeks I have been dealing with IFIT the repair warranty group. They have sent 4 parts and their contract repair person has been here three times. On his second visit he found/determined that the lower roller left hand bracket that holds the roller was missing ************* JOINTS. He sent in photos to his supervisor. I waited several days, and they said I could call IFIT back to set up an exchange for a replacement model. Todays phone call resulted in a request for more photos and the IFIT employee asked me to provide validation of my purchase from ******. I am very torqued as an Elderly man who is a heart patient with need of my walking! I am loosing patience! Please help! The contract repair supervisor is coming by my house tomorrow as well!. The fact that they sent me numerous parts and a repair person kind of validates my purchase to me!
Business Response
Date: 06/19/2023
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.
After reviewing your account, we can confirmt that a product replacment form has been submitted to see about replacing your machine, our product replacement team will reach out via email once they have reviewed your case. Please allow up to 30 days.
Thank you
Initial Complaint
Date:06/15/2023
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 ordered a rowing machine from Nordictrac. The machine was defective upon arrival. The company refused to refund and return, and sent a repair tech. Machine is internally damaged, and they had to "order" additional parts. Now two month in and Nordictrac biling me for a machine which was defectively manufactured and which is still inoperable.Business Response
Date: 06/16/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.After reviewing your account, we can confirm that your parts have shipped and are currently in transit to you. Your tracking number is 4202878692748999937491583000206237 shipped via **** on 6/13/23.
I have also reached out to our ******************* they have confirmed that a $40 credit will be provided and added to your account.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:06/15/2023
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.
Im having the same issue as everyone else is with the iFit update that was sent out that fried my console on my NordicTrack treadmill. My treadmill is now useless and will likely end up in a landfill. I followed Nordictracks advice and paid $172 for one of their technicians to come out to diagnose my treadmillhe confirmed it was the issue that the update caused and said I would need a new console on 6/14. I called Nordictrack to order the part and they said that the technician was not correct and they didnt have the diagnostic from their technician and recommended that I contact the technician again to retrieve the diagnostic and somehow send it to them. All I want is my console replaced under warranty since they messed up but they have so far refused.Business Response
Date: 06/16/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank youInitial Complaint
Date:06/14/2023
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 an x32i treadmill for ******* in February 2022. The machine failed under warranty in January 2023. The warranty work still has not been completed 5 months later.Business Response
Date: 06/15/2023
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 have reviewed your account and it appears that you're working with our escalations team.
We suggest continuing communication with them directly to make sure you're taken care of.
Please let us know if you have any further questions.
Have a great day!
Customer Answer
Date: 06/15/2023
Complaint: 20188307
I am rejecting this response because: the escalations team is doing nothing more than what theyve been doing. The keep ordering parts, sending inept technicians, and further damaging the treadmill. The only way I would be satisfied is a full refund or replacement.
Sincerely,
*****************************Business Response
Date: 06/16/2023
We apologize, you will need to continue communications with the escalations team.Customer Answer
Date: 06/20/2023
Complaint: 20188307
I am rejecting this response because:
Now they say there will be up to a 30 day wait while their legal department reviews the case.
Sincerely,
*****************************Business Response
Date: 06/21/2023
Hello,
That is standard for our Legal team's communications.
Customer Answer
Date: 06/21/2023
Complaint: 20188307
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
Date:06/14/2023
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.
NordicTrack C 990 Treadmill bought on October 3, 2019 so outside of warranty. Tablet for the treadmill was bricked by a software in December 2022. Contacted iFit, the only option presented was to buy a new console out of pocket - which is ridiculous because this is not a hardware fault or breakdown due to usage. It is literally the software update that was pushed by the company that made the device inoperable. Unfortunately, due to the fact that I don't live in the US I can't join the class action lawsuit currently being setup so this is the best I can do.Business Response
Date: 06/16/2023
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 notes that the console had a no bootable device error on it. This was not caused by a software update, we do apologize you will need to contact our ****** member care at ************** for assistance.
Thank you.
Customer Answer
Date: 06/16/2023
Complaint: 20186388
I am rejecting this response because:1. A simple ****** search yields hundreds of similar complaints that all arose during the same time period for this treadmill and other iFit / NordicTrack equipment that uses the same type of configuration (i.e., Android tablet running the iFit application); I've taken the liberty of grabbing the first few results:
*************************************************************************************************************
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2. Accepting the companies assertion that it is not software related, and if it is hardware related - given the sheer number of failures reported this should result in a recall; they are replacing consoles with issue for free if it is still under warranty and charging customers out of warranty having the same issue
3. I don't have the time to wait on hold again just to be given the offer of buying a new console that costs more than the value of the treadmill
If the company wants to speak to me, they have my contact information - they can call or email me at their convenience.
Sincerely,
*************************Business Response
Date: 06/20/2023
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.
You will need to contact our ****** member care for further assistance, the issue with your console was not caused by a software update, we do apologize.
Thank you!
Initial Complaint
Date:06/14/2023
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 NordicTrack Commercial **** treadmill from NordicTrack/IFIT in December 2021. It came with a 1 year manufacturer's warranty and I also purchased an extended warranty (3 years). One of the advertised features of the treadmill was incline from -3 to 15 degrees and the ability of the treadmill to automatically adjust incline to match the included IFIT workouts. However within the first few months of use, I noticed that the incline needed to recalibrating very frequently - nearly every workout. Otherwise it would get stuck in one positions, not move at all, or move but not match the incline in the workout (i.e., workout screen said incline 8% and treadmill would be in a declined position). A service technician came finally in June 2022, however the problem was not fixed - it recurred again, though for a while it was less often. I called NordicTrack back in October 2022. First they told me that the incline wasn't covered by the warranty. Then they told me to take videos of the problem to explain what was happening, which I did. Then they told me that first they would order parts and I would have to call back to request a technician come to install, which I did. On 11/2/22 I was told that I would receive a call from the service company within 3-5 business days, however I never received a call. I tried calling the service company directly (3XM) no answer. When I finally got through again in early June 2023 they told me they had no record of a service request ever being placed. They told me it wasn't under warranty since I was beyond a year at that point, and the extended warranty people told me that wasn't covered under the extended warranty. I've emailed again twice asking about getting a service tech out to fix the treadmill, but ultimately I still don't have that scheduled. The treadmill has had the same problem since I bought it 18 months ago and they have not fixed it. They actively try anything to get you to not be able to utilize the warranty.Business Response
Date: 06/14/2023
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.We have looked into your account, we can see a service order was requested on 5/30/2023 with service order number SO-2770829. This morning we spoke with our service team. They have escalated this issue with the tech company, and notified them to contact you as soon as possible. You should be contacted within 72 hours regarding scheduling your delivery.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:06/13/2023
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 was charged for a yearly membership that I never signed up for, I even tried to cancel my "free trial" back when I made a purchase with them - but they never responded back to me. They never sent me my product, so eventually I reached out and they refunded me in full. Now a year later, ifit has charged a credit card that that isn't even listed on my "Ifit account"! This was without my permission. I have tried to contact them for a refund and got no response. All I want is that charge refunded.Business Response
Date: 06/14/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account and they have refunded this charge for you.
Thank you!
Customer Answer
Date: 06/16/2023
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:06/11/2023
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.
Purchased a Proform Carbon T7 treadmill with iFIT software. IFIT performed a software update and my treadmill stopped working. The screen is blank. It wont turn on. We followed their recommendations for troubleshooting. Manual reset. Had an outside technician come to the house to diagnose it. Said the console board was fried. Referenced an article by you (Better Business Bureau) that reported many people had the same issue after this software update. I contacted iFIT and was on the phone for over 2 hours. They passed me along from department to department with no resolution. Told me I had to purchase a new console for ****** and have someone come and install it. The machine does not turn on. No power. No way to use it at all. The warranty is expired. They told me there is nothing more they can do.Business Response
Date: 06/12/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account.
They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank youCustomer Answer
Date: 07/18/2023
Complaint: 20172296
I am rejecting this response because:Hi, Id like to report that iFIT never responded to my concern. They asked for my shipping address to send a new console. I emailed them my information and never heard back as to when this was going to be shipped. Its been about a month now.
> I tried calling the number and the line failed.
Sincerely,
*****************************Business Response
Date: 07/19/2023
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.I have gone ahead and reached out to our software team, they have confirmed that a new console has been ordered for you. Your order number is ICS9719509. You may track it anytime at www.ifit.com
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 07/25/2023
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:06/11/2023
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.
Bought an elliptical machine in January, delivered February 2. Paid extra to have it assembled. It did not work. Struggled to get customer service, filled a complaint with ******************** and someone reached out. I have been waiting for my machine to be fixed. I am still not able to use my machine. The guy canceled his appointment to fix it after waiting for a second shipment of parts. No word from anyone about rescheduling. Frustrating that I cant get a working machine. They just say they will extend my warranty. Still cant use the machine.Business Response
Date: 06/12/2023
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 have reached out to the tech requesting them to contact you as quickly as possible.
We apologize for the delay and appreciate your patience.
Customer Answer
Date: 06/12/2023
Complaint: 20172110
I am rejecting this response because it has been 4 months without a resolution. I would rather we return it or exchange it.
Sincerely,
*****************************Business Response
Date: 06/13/2023
We apologize, we cannot offer a return as you're well outside of the 30 day return window.
We will get this resolved as quickly as possible.
Customer Answer
Date: 06/13/2023
Complaint: 20172110
I am rejecting this response because I ever had a working product, I requested a rewritten or exchange within the 30 day window and was told no. It is a lemon!
Sincerely,
*****************************Business Response
Date: 06/14/2023
We apologize, we must continue with parts and service.
We will get this resolved as quickly as possible.
Customer Answer
Date: 06/14/2023
Complaint: 20172110
I am rejecting this response because Im not able to do Friday to meet. I was told that was the only day the technician will be down there. It is the only day Im not available during the week.
Sincerely,
*****************************Business Response
Date: 06/16/2023
Hello,
We apologize, we suggest rescheduling with the tech at a time you're both available.
Customer Answer
Date: 06/20/2023
Complaint: 20172110
I am rejecting this response because I was told he only comes down on Fridays.
Sincerely,
*****************************Business Response
Date: 06/21/2023
Hello,
We have let our service team know. They will reach out to the tech and request that they schedule on a different day or they will look into assigning your service order to a different tech company.
Initial Complaint
Date:06/11/2023
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 a Nordic Track treadmill and after 12hrs of use the machine stopped working. That was ******* of 2023. After multiple calls in to customer service and little to no help getting our $3000.00 purchase fixed its now June 11th and I'm ready to go after IFitBusiness Response
Date: 06/12/2023
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're happy to get this resolved.Please provide additional information about the current issue.
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