Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,253 total complaints in the last 3 years.
- 227 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:04/24/2023
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 the S22i Studio Cycle on line at the company website. Their website states: "We stand by our *product and strive to deliver the best for our customers". I received a bike with a broken Touch screen and the bike is useless. I called customer service and they don't have parts to replace the broken screen. So I am left out to dry with a broken machine for a whole month before MAYBE they can ship a new part. So, how is this company standing by your product striving for customer satisfaction? They will not allow me to return the item, because there is a fee. It was not my fault this item was delivered broken, so why should I have to pay for a return. I should be able to return it so I can buy this item elsewhere, because the customer service here *****.
Business Response
Date: 04/26/2023
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 reached out to our Billing and ****************** regarding your request. They have confirmed that where the damage is cosmetic and the machine still functions we are unable to send a replacment free of charge. If you would like a replacement there will be a $250 freight charge. If you would rather wait for the parts we would be able to offer compensation of $50 to your account.
Please let ** know how you would like to proceed. Thank you
Customer Answer
Date: 05/03/2023
Complaint: 19978145
I am rejecting this response because: This is a joke? I have talked to at least 4 different people about the issues with this machine and they are brushing it off as the damage being just COSMETIC??? I have attached pictures of the touch screen being cracked and the touch functionality does not work making the entire machine inoperable!!!
Right now I have a paper weight worth over a thousand dollars just sitting in my livingroom. I hate this company already and will never recommend anyone to do business with them.
Sincerely,
***************************Business Response
Date: 05/04/2023
Hello.
We apologize for the inconvienance this has caused you, we are showing that your parts arrived on 5/2. Have these parts been installed?
Thank you
Initial Complaint
Date:04/24/2023
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 iFit treadmill in February 2023 for $5,323.67. I only purchased the treadmill because they sold me on taking advantage of a 5 year, interest free, payment plan. I gave them my credit card to pay for the monthly plan. I then received my credit card receipt and saw that the entire amount had been charged to my card. Not only did I not get the benefit of the payment plan that they baited me into the purchase with but my machine has had problems since I received it. The belt that you walk on makes a loud rubbing sound every rotation and has since we received it. In addition to the sound, material from the belt is coming off the belt (i.e. it is getting damaged). When we first called about it, the rep told us that this is normal and that we should give it 3-4 weeks and it will go away. In hindsight, the 3-4 week time frame is interesting given that 30 days is the window in which you can return the treadmill to NordicTrac. The problem didn't go away. We called again and they told us that we can adjust the belt and they'd send me a video instructing me how to do so. They never sent the video. They also never provided me with tools to make adjustments myself when they delivered it. My friend said that is common and let me use the ones they provided him. Since I didn't get the video, I got **********. I tried to make the adjustments myself but made a mistake and was fearful of further damaging it. It is a $5K+ machine, after all. Next, my wife called. The lady from NordicTrac told her that they would send us a new belt that we could put on ourselves. I paid for delivery and assembly. It wasn't done properly and, as a result, we have to re-assemble it ourselves? This is unbelievable. Not only do I want a replacement treadmill, I'd like to be credited the monthly fee for the service.Business Response
Date: 04/25/2023
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.
After reviewing your account it appears that the belt just needs to be aligned.
This is a simple fix. You can find instructions on how to do so located in the maintenance section of the user's manual.
Please let us know if you have any further questions.
Have a great day!
Initial Complaint
Date:04/24/2023
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.
Back in January my treadmill which was still under warranty was still under warranty. The walking belt did not work. The incline motor and everything else worked fine. I paid twice for Nordatrack Technichian once to diagnose the issue and the other to fix the issue. They sent the parts two months later which was when Technichian came out. He took my motor and machine apart to put on new motor. When he put it together there was no longer an incline. The Technichian even sent me a text letting me know that the incline was not working anymore. The incline not working was because of something Nordatrack Technichian did to my machine. They refuse to come out and fix it unless I pay 220 dollars and pay for parts. There was not an issue until he put my machine back together.Business Response
Date: 04/25/2023
Hi *****,
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 have gone ahead and requested a tech to come back out and take a look at your machine as a one time courtsey. The tech will be contacting you for scheduling within the next 7-10 business days.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 04/25/2023
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:04/24/2023
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.
My Nodictrack Treadmill (model# ntl19119.4 serial# ************** received a forced software update at the end of February that resulted in the console displaying only a white screen. Contacted support and after several sessions in the beginning of March was told that new parts would be required to repair the issues from the software update and that the parts should be available in a couple weeks. I've tried several times to get updates; emails appear to not receive any response, phone calls get routed to automated voice systems and I've been unable to speak to a human. Using the online chat today i was eventually able to interact with a person that indicated that I could try to follow up another eight weeks.Four months or more to address an issue without resolution and the lack of communications is beyond disappointing and feels negligent if not malicious.Since I've purchased the extended warranty I'd like to have have the treadmill repaired or replaced as soon as possible and I would like to have the warranty and iFit membership duration extended for at least as long as it takes to resolve the issue. I'd also like the status updates that clearly outline what is being done and the time line.Business Response
Date: 04/25/2023
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 that part is currently on back order, once we receive a shipment we will have it shipped out to you as quickly as we're able.
Once your machine is back up and running, please let us know and we can have the downtime added onto your membership (If you have one) and on your warranty for you.
Please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 04/28/2023
Better Business Bureau:The response made by the business in reference to complaint ID ******** is reasonable but I am unable to consider the complaint resolved until the repair and service issues are fully resolved. As such I accept the response but will seek to reopen or create a new complaint if the business fails to follow through to full resolution.
Sincerely,
***************************Initial Complaint
Date:04/24/2023
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 purchased our treadmill in on November 14, 2020 for $1500. We kept it stored correctly and had no issues with it up until recently. Since January of 2023 it has been sitting collecting dust because it no longer works. We used it one day and the next it no longer would work. I have had a technician come to our house TWICE. Once at $160 plus tax and then another $60 plus tax. We also purchased at new control board for over $200 because we were told that it could be that and we should start there but it also could be the console. The same technician came out again and took videos of him pressing buttons that we already knew did not work and told us he didn't know what was wrong with it. Said he was upload the videos over the weekend and we could call Monday to order the part we needed. Never checked the control board to see if we hooked it up correctly. Never took the console apart to see if that was the issue. Really did nothing at all to resolve the issue. When I called to ask about the part and to complain about the service, they had no record of visit notes. Today, after a little research, I find out there is a class action lawsuit against Proform/iFIT for a software update that has fried numerous machines where one day they worked and the next they didn't. I found an article on Consumer Reports about this and describes our issue to a T!!! I happened to be on the phone with customer service at this time (which by the way is terrible. It takes hours to talk to anybody and nothing gets resolved) When I asked about this issue, she said she knew nothing about it. There sure are a lot of reviews on this page about the same issue. Taking my money UPFRONT and then not following through with what you say you're going to do is stealing in my mind and then acting like you don't know about this issue that I found by a simple ****** search. Seems like a scam to me. I would not purchase anything from this company again.Business Response
Date: 04/25/2023
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.
As the machine is no longer covered under the manufactures warranty for parts or labor, you will need to contact our non warranty department at ************ for assistance.
I do see as of yesterday the notes from the technician were requested for you.
Thank you!
Customer Answer
Date: 04/25/2023
Complaint: 19974449
I am rejecting this response because:This isnt an issue that was caused by us using the machine, this is from your bad software update. Youre taking no responsibility for this error at all. We didnt get an extended warranty because we didnt think we would need one. We never used the warranty anyways. We had no issues with this this treadmill until January. Also, you charge $160 for a technician to come and tell me me my treadmill doesnt work and we already know that but nothing gets resolved.
Sincerely,
***************************Business Response
Date: 04/25/2023
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.
If the console is black and not receiving power, you will need to contact our non warranty department for further assistance.
Thank you!
Initial Complaint
Date:04/24/2023
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 received our machine on 31-March-2023. Upon starting to use it we noticed a grinding / scrubbing noise while in use which we could not stand and dont hear on any of their own videos. After frustrating attempts to get support or figure out what could cause the issue. Including constantly being directed to the companys website to submit a support request. I found the return form. Upon submitting the return form I immediately received an email notifying they were working on my return and there would be a zero dollar charge. Without further communication from Nordic track I received a call from their pickup person who scheduled to pick up the machine from my house. The pick was scheduled for 22-April-2023. On 24-April-2023 I receive an email from nordictrack indicating that they would only be refunding ****** due to a 250 freight fee and a 10% restocking fee. First Im told there is no fee then Im told there is a few after the item is picked up. This for an item that is defective in so way. I already have treadmill purchased at the same time that has issues that according to customer support I need to fix, sure he was willing to see if he could get a waver to send someone out. The units arent even ******************************************************************************************** damaged pieces of equipment.Business Response
Date: 04/24/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************You are being refunded $777.05 (reference number ******** ). You will see this amount within the next 30 days or less.
You will be contacted shortly to schedule someone to pick up the machine. 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.Initial Complaint
Date:04/22/2023
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 new Nordic Track R35 recumbent exercise bike in October of 2022. The crank arm on the right side fell off in February 2023. I filed a claim with Nordic Track iFit in February to get the bike fixed. It has a bolt that is sheared off inside the main crank and leaving no way to reattach the crank arm. I have had multiple claims emails to Nordic Track iFit to now avail. The has gone on for over two months with no effort on their part to effect a repair. Of late, I have suggested that if they can't get a local service to repair this bike then perhaps it is time for them to send someone to my home or... replace this bike under the terms of the warranty. My contact with Nordic Track iFit is Sergio G***** and another individual in Logan Utah whose name I don't currently have.
So far they have sent me a new drive hub, a shim washer and two small cap screws to do this repair. I am an amputee and can not perform the repair and even if I could work on the bike I fear it would negate my warranty rights.Business Response
Date: 04/24/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machine’s issues. We completely understand where you are coming from on this matter.
I have reached out to the service coordinator and have escalated this for you. They are having the technician reach out to you for scheduling.
Thank you.
Customer Answer
Date: 04/24/2023
Complaint: ********
I am rejecting this response because: The tech service Gym Masters said they are scheduling repairs for July of 2023 and this is April 24/2023. The scheduler asked me if a repair could be done in 1 hour as they have an opening on May 3, 2023. I replied that from what I could see from the schematic of the bike it would be necessary to strip the entire front end off the bike and a near total disassembly of the inside to replace this part. Kathi, the representative for Gym Outfitters said she would get back to me. That was prior to noon time today and it is now 5:23 PM and I have not heard any response. I was asked to estimate the time needed to effect this repair and I could not give them a good answer as I have no idea of the time involved to disassemble and replace the part and reassemble the bike with any needed adjustments involved. I doubt 1 hour would be sufficient to do this repair but that is a guess on my part.
Sincerely,
**** *********Business Response
Date: 04/25/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machine’s issues. We completely understand where you are coming from on this matter.
Once the scheduler speaks with the technician they should be reaching back out to you to get it scheduled as quickly as possible.
Thank you.
Customer Answer
Date: 04/25/2023
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:04/22/2023
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.
We purchased a brand new Nordic Track s22i in mid-February 2023 for approx. $2000. We assembled the bike and after subscribing to iFIT, we noticed right away that not all parameters on the screen were working (watts, distance and rpm), where as resistance and incline seemed to be. We were in touch with customer service where they asked us to disassemble the bike and check all wired connections again which were intact. They then asked us to move the reed switch/ confirm it was in the correct place which we did. They then sent us another reed switch to replace, which took 7-10 business days, which did not solve the issue. We requested a technician come out to troubleshoot and the reply was that they do not send technicians out for replacement of a control board which was the next recommendation for us to replace. Unsure why we would need to replace all of these parts to this brand new bike but we trusted the representative. We waited another 7-10 business days for the new board, replaced it, and still not resolution. We got in touch again with customer service and we keep getting sent to a new rep as one rep after another keeps stating that it looks like “the issue was resolved”. We have this brand new bike for 2.5 months and we have yet to be able to use it. To say that we are disappointed is an understatement. PLEASE send a technician out to troubleshoot, or a replacement bike. Or at this point, a refund so we can instead go purchase a Peloton.Business Response
Date: 04/24/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machine’s issues. We completely understand where you are coming from on this matter.
We're happy to get this resolved for you.
Please provide additional information to look up your account.
We were not able to pull up an account with the name, address, phone number and email provided.
Customer Answer
Date: 04/24/2023
The account may be under my husband’s information:
***** *******
ph: ###-###-####
email: *****************
Thanks for your time,
********* ****** *******
Initial Complaint
Date:04/21/2023
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 an iFit treadmill from Nordictrack on 4/8. I paid an extra $200 for the “White glove service” for delivery and assembly. The treadmill was delivered on 4/19. Before he left, the man who assembled the unit let us know that there was a defect and it was not working and we would have to call customer service. I called and asked for a technician to come out to fix the unit. They asked for me to troubleshoot with them what was wrong with it. As I have paid the extra money and it was new, I should not have to take apart the machine to let them know what is wrong. Nordictrack said they would send someone out for a fee. I was not happy with that as it is their machine that was delivered defective. I asked for a full refund, to which they said I would still need to troubleshoot the machine. I asked for the $200 to be refunded since I would be completing part of the assembly, they refused. I had to call my credit card company to dispute the charge. I thought I would be dealing with a professional company that would be embarrassed that they delivered a defective machine. I really felt they would want to resolve this issue. Instead, I have hit wall after wall and my only solution would include me completing a service I paid for or losing out on more money for them to come fix their error. This is wrong.Business Response
Date: 04/24/2023
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 have gone ahead and requested at technician to come out and inspect your machine. Your service request number is **********. Please allow 3-5 business days for the tech to reach out to you for scheduling.
Thank you
Customer Answer
Date: 04/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I would like to wait to see if they follow through with this and actually correct the issue before finalizing my complaint.
Sincerely,
******* *******Initial Complaint
Date:04/21/2023
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 the C9.9 elliptical which was delivered by a third party that NordicTrack works with. The delivery company NordicTrack hired simply left this 250-pound elliptical at the docking station near my condo. They ran away and refused to even lend me their trolley so I could try to take it up to my place myself. I had to hire someone off the street to bring the 250-pound box to my apartment for $100. I asked NordicTrack and the delivery company both to assemble it but they both refused. Buyer beware. Do not purchase this machine if you will not know how to assemble it. When I returned the machine, they charged me over $400 worth of restocking fees. Horrible experience with NordicTrack and I do not recommend purchasing any equipment from them. I am seeking that NordicTrack refunds me the excessive restocking fee and picks up the unopened box directly from my condo.Business Response
Date: 04/24/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and Returns department regarding the fees associated with the return. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at *************************************************With the shipping fee refunded, you are being refunded $1433.15 CAD You will see this amount within the next 30 days or less.
You will be contacted shortly to schedule someone to pick up the machine. 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.Customer Answer
Date: 04/24/2023
Complaint: ********
I am rejecting this response because:I still don't understand. Will they be picking up the unopened box from my condo or not? I want them to pick it up from inside my condo for the exorbitant fees being charged, not just do a "curbside pickup" which is imporssible for me to bring the machine down as one person without a trolley.
Sincerely,
****** *****Business Response
Date: 04/24/2023
Hello,
We apologzie for all you have been through, we understand how frustrating it can be, unfortunatley, They will not enter the home under any circumstances in canada.
not for an extra fee or anything. This is company policy they have. We apologize for the inconvienance.Thank you
Customer Answer
Date: 04/24/2023
Complaint: ********
I am rejecting this response because:This is unacceptable and I have no way of bringing the machine down from my apartment. Do better.
Sincerely,
****** *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.