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:06/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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:
*************************************************************************************************************
***************************************************************
*****************************************************************************************************************************
**************************************
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: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 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 you
Initial Complaint
Date:06/13/2023
Type:Sales and Advertising 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 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: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.
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 you

Customer 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 you

Customer 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: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.
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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a 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 IFit
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're happy to get this resolved.
Please provide additional information about the current issue.
Initial Complaint
Date:06/09/2023
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.
The business is the most difficult business I have ever had to call into customer support for. A phone call to them takes a minimum 45 minutes and usually longer. I have spent almost 5 total hours trying to get warranty parts from this company. Two devices broke with the same issue. In February I was able to get one of the controllers ordered, it was out of stock and finally arrived in April. I am now trying to get another controller for our second treadmill that has malfunctioned and they make it very difficult even though I have the serial number that shows its under warranty. The controller is once again out of stock only a mere weeks later. I feel like this company is being deceiving. If I am having this issue with two devices I cannot imagine how other customers are feeling.
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're happy to get this resolved. Have you purchased an extended warranty for this machine?
Initial Complaint
Date:06/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased NordicTrack **** Treadmill on March 10, 2023 due to my previous treadmill not working. My previous treadmill underwent a forced update in January and the estimated time for a new console was unknown. When a new console came the technician broke something else on the treadmill and another new console had to be ordered. To say I was fed up is an understatement. Not wanting to wait anymore I decided to purchase a new treadmill. I was admist training and needed a working device asap. The new treadmill is horrible. It shakes, does not adjust speeds or inclines properly and is horrible quality for the price. I called customer service in to inquire about a refund and was told I would have to pay $500, which is ubsurd. I have an extended warranty and decided to place a service call. The technician is currently at me house and has said he is unable to fix it. I am asking for the company to come and pick up the treadmill free of charge and to be refunded the two months worth of payments I have made. I will keep my old treamill as it is of much higher quality and is finally fixed.
Business Response
Date: 07/06/2023
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, please provide the following so we may look into this further for you.
Serial Number:
Model Number:
Where Purchased:
Date Purchased:
Thank you

Customer Answer
Date: 07/20/2023

Complaint: 20165048

I am rejecting this response because:Model # NTL19124.2
Serial # *************
Purchased from Nordicktrack via the phone on 3/16/23

Sincerely,

**********************************
Business Response
Date: 07/20/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 04/29/2023. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible.
The return policy states: "You can return your 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 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.
We are happy to continue troubleshooting the machine and get it repaired for you, please include a video of the issue you are experiencing.
Thank you

Customer Answer
Date: 07/20/2023

Complaint: 20165048

I am rejecting this response because: I went through the troubleshooting procedure which took me past the 30 day window. The machine rattles, does notswitch speeds or incline smoothly. When the technician finally was able to come out to the house he stated he couldn't fix the problem. This is why I am unhappy with the product and would like a return. I can not run on a product that makes so much noise and does not adjust smoothly,

Sincerely,

**********************************
Business Response
Date: 07/21/2023
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 looking over your account, we can see the tech notes that were left when the tech was out there. He stated the machine was working to manufacturer's specs. We are happy to send another tech out to inspect your machine if it's still not functioning correctly. Please go ahead and confirm your address and the best phone number to reach out to you at.
Thank you
Customer Answer
Date: 07/22/2023

Complaint: 20165048

I am rejecting this response because:
You stated the following."After looking over your account, we can see the tech notes that were left when the tech was out there. He stated the machine was working to manufacturer's specs. We are happy to send another tech out to inspect your machine if it's still not functioning correctly."
I took off twice for the tech to come to my house and spent hours at work on the phone since encountering my first problem with my old treadmill which lead me to buy a new one. The same tech previously broke a wire when installing a new console on my old treadmill that had a forced update thanks to IFIT. I waited months for a new console only to have to wait again for another one. Fed up, I purchase a new treadmill and have had nothing but problems with it. I have already conducted a live call while running, thanks to my husband recording it to show how much noise and difficulty it has adjusting in terms of speed and elevation. Perhaps, it shouldn't be advertised as something you can actually run on and instead indicate it can be walked on. Unfortunately, I have an inflamed heel spur and can't not run at the moment or I would gladly attach another video.
At the end of the day I have already taken too much time off work dealing with a brand new treadmill and want it returned free of shipping costs. Surely you can still sell it as a refurbished machine no problem, isn't that better than having an unhappy customer who has done business with your company for years? I don't believe this is too much to ask. Please reconsider my request. Thank you
Sincerely,

**********************************
Business Response
Date: 07/25/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

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. Where we didn't hear from you within 30 days of having the machine issues, you are no longer eligible. There has been a span of longer then 30 days with no conact.
We will need to continue with parts and service at this time. we will be happy to set up a tech to come out and diagnose the machine.
Thank you
Initial Complaint
Date:06/08/2023
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.
This machine has been down for over a year waiting on parts or technicians to install them. I've had several technicians come to attempt to fix the same parts over and over. The last technician ordered several parts. I believe all the parts are here however, he doesn't return my calls to verify or set and appointment. I purchased this machine persuant to medical direction. Do I need to contact an attorney too get this matter resolved?
Business Response
Date: 06/09/2023
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 to schedule your return visit.
Please let us know if you have any questions. Have a great day!
Initial Complaint
Date:06/07/2023
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.
Norditrack Commercial ********************************* January 2023. I contacted customer support and they determined the treadmill was still under warranty and needed a new console. The part was finally delivered to my home 5 months later, May 2023. A service tech came out and installed the console, however the treadmill still does not work. The console powers up, but the incline and belt do not move. The tech left my house knowing and indicating to me that the treadmill probably needs a controller or motherboard replacement. I contacted ifit.com service again and they said they could not do anything until the tech submitted his notes and suggested replacement parts. Three weeks have now gone by and nothing is being done. I contacted ifit.com again and they are stating the tech's notes say the treadmill was working when he left. I contacted tech and he says his notes say the treadmill needs a controller. I am stuck in the middle and ifit.com will not do anything. I sent videos to ifit to prove that the treadmill is still not functioning. It has been 6 months since my treadmill stopped working.
Business Response
Date: 06/07/2023
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.
I have escalated this to the service coordinator and they will contact the technician so we know how we need to proceed.
Thank you!
Customer Answer
Date: 06/08/2023

Complaint: 20155031

I am rejecting this response because: I still need my treadmill repaired. Issue is not resolved.

Sincerely,

*********************
Business Response
Date: 06/09/2023
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 that this issue has not been resolved yet for you. The technician should be contacting you within 24 business hours for scheduling.
Thank you!
Customer Answer
Date: 06/14/2023

Complaint: 20155031

I am rejecting this response because: I have not heard from anyone on the issue. Service tech is lying when he says the machine was working when he left. It was not and he even told my husband he thought it needed a new motherboard. It has been nearly 6 months and my treadmill still does not work.

Sincerely,

*********************
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 the machines issues. We completely understand where you are coming from on this matter.
I have looked over your account and I do see as of today the controller has been ordered for you. Your order number is ICS9699481. You can track this at the following link **************************************************************************
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you

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