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:04/14/2023
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 received the "Weider 100 LB Dumbbell Set & Rack" as a gift through my employer's recognition program. I received 2 out of the 3 boxes, and one of the boxes was significantly damaged. I called the number which was on the return address ###-###-#### which is a non-working number. I called customer service, spoke with a representative who was unwilling to assist me because I did not have an order number. I had the UPS number, the shipping information but not the order number. The representative was unwilling to escalate my call to a supervisor. I would like this remedied as I am unable to receive the third box, and iFit/ICON Health and Fitness are unwilling to assist me. Thank you.
Business Response
Date: 04/17/2023
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.
Unless you are able to locate a receipt or original order number, we are not able to assist with getting the third box sent out to you.
We apologize.
Initial Complaint
Date:04/14/2023
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 bought a 3400$ nortictrack treadmill a few years ago - with warranty -
The motor has a lifetime warranty -
I had a certified nortictrack technician come out, and verified motor was bad. He in turn took pictures and video and sent to nortictrack as requested. That was 6 weeks ago, and have not heard a word back.
I have full video of treadmill not working, but i can't add to compliant on BBB, but can provide on another
platform if needed. Please helpBusiness Response
Date: 04/17/2023
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're happy to get this resolved.
Please provide the tech notes or invoice stating that a drive motor is needed.
You can also email your video to [email protected] and reply back here once it has been sent.
You will not receive a reply via email.
Thank you!
Customer Answer
Date: 04/19/2023
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:04/14/2023
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 bought a Proform trainer from Costco and received a 1-year iFit membership. When I went to redeem the membership, it said it was not longer available but offered me a free 1-month membership. When I called, I was told that I first needed to register the machine and then call back. First, this is bait and switch. If I didn't call, I would not have found out this information, as it does not say anywhere in the paperwork that you have to register in a certain amount of time. Second, when I called, the lady who answered was extremely rude. She listed off a ton of instructions to me at once and when I asked her to slow down, she copped an attitude. She then hung up on me. When I called back, I got no answer from anyone. Is this the kind of customer service you guys are wanting? I will be giving a review with Costco to no longer use iFit, as I would not have bought this product had I known it would come with such an unprofessional business. I still don't have my product registered, as I cannot get ahold of anyone to figure this out. Crappy customer service overall.Business Response
Date: 04/17/2023
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.
Our iFit team has fixed the issue with your membership.
April 17th of 2024 is the new expiration date for your membership.
Please let us know if you have any further questions.
Have a great day!
Initial Complaint
Date:04/13/2023
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 from NORDICTRACK COM on Tue, May 12, 2020 in the amount of $3,571.61.
This machine worked ok the first year. The second year it started giving us trouble. By the 3rd year it needed parts which are under warranty which is one of the reasons we purchased this equipment.
The equipment doesn't work at all. Customer service is worse to deal with. Making you jump through hoops each time you try and resolve the issue.
Finally got parts ordered. The parts are always the wrong part.
The tech they sent out time and time again cant fix the problem. He said "they just wont send me the part I ask for and I have to try each item they send"
We have been unable to use the machine since last year.
When parts are ordered they send them out weeks later and technician takes his time as well.
I have read many reviews that many customers are complaining about the same issue and it never seems to get resolved, then the warranty expires and they start making you pay for repairs.
They don't allow anyone to talk to management. Just people sitting at home taking complaints and making notes.Business Response
Date: 04/14/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.After reviewing your account and the tech notes on your service call the tech has requested a new console for you. We have gone ahead and ordered that your order number is **********. You may track it once it ships at ************
We apologize for all you have been through. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.
Customer Answer
Date: 04/14/2023
Complaint: ********
I am rejecting this response because:
At minimum, the warranty should be extended to everyone who has this machine and experienced the same issue.That's hardly worth the aggravation and time I spent getting this resolved.
I want mine fixed or replaced. The piece mailing game is getting old and from what I have read from other customers with similar problems, it's only a temporary solution to what appears to be a defective piece of equipment.
I am also willing to have the technician pickup the unit for a full refund.
Sincerely,
*** ******Business Response
Date: 04/14/2023
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.
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 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, misassembly or accidents.We have gone ahead and issued the tech to come back one you recieve the console to install it and inspect the machine.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:04/12/2023
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.
On January 31, 2022 I purchased an exercise bike, model S15i, directly from NordicTrack for $1394.80. After arriving home from a vacation in late February 2023 I plugged in the machine and left the room to allow it to boot up. (This model does not have an on/off switch.) I was gone from the room for about an hour or so and returned to find the machine's screen still blank. I unplugged the machine and let it sit for a few minutes, then attempted to boot it up again. This time the bike made sounds similar to adjusting the tension, but the screen never came on. After reading through the manual and consulting online resources we attempted to reset the monitor as suggested (inserting a paper clip into the reset and then plugging in the machine) but this did not work. We let it sit overnight and tried again the next morning, without success. At this point I checked my paperwork and emails and discovered that my machine was still under warranty through 05/01/2023. I have attempted to request service for this machine numerous times, occasionally receiving an immediate email (this was inconsistent, I did no always receive the email.) thanking me for contacting them, suggesting I try the same, ineffective troubleshooting tips and letting me know I could reply to the email if I was still having trouble. I did this, multiple times, without response. Please excuse my naivet, but at this point I was not aware of the onslaught of complaints being filed about NordicTrack and iFit regarding similar problems being experienced by basically everyone who owns one of their machines. In fairness, I have owned several NordicTrack products in the past and been very happy with them. What truly jars me is NordicTrack seems to be aware of the issue, and is making it impossible for customers to have resolution. I am expecting them to honor my warranty, and stand by their product.Business Response
Date: 04/13/2023
Hi *****,
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 am happy to help get this resolved for you, I just have a couple questions reagarding your machine,
1. Is there any bluetooth light on your console?
2. Please check the controller which will be located in the pedal area and tell us what the blinking light pattern is it.
These 2 things will help us determine what is going on with your machine and we can get parts and service sent out for you.
Thank you
Customer Answer
Date: 04/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I am confused as to how I am expected to respond to their questions, since there is no provision for me to do so. I am therefore including their inquiry and my responses here:
MESSAGE FROM BUSINESS:
Hi *****,
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 am happy to help get this resolved for you, I just have a couple questions reagarding your machine,
1. Is there any bluetooth light on your console? NO, THERE IS NO BLUETOOTH LIGHT THAT I CAN SEE. THE CONSOLE IS COMPLETELY BLANK.
2. Please check the controller which will be located in the pedal area and tell us what the blinking light pattern is it. THERE IS NO CONTROLLER OR LIGHT PATTERN READILY VISIBLE. IF I WAS EXPECTED TO REMOVE ANY PARTS TO VIEW THE CONSOLE/LIGHT PATTERN THAT WAS NOT MADE CLEAR.
These 2 things will help us determine what is going on with your machine and we can get parts and service sent out for you.Sincerely,
***************************Initial Complaint
Date:04/12/2023
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 my S22i Studio bike on 2/6/21 for $2,198. It came with a 1 year Labor warranty, 2 Year Parts Warranty and 10 Year Frame warranty. During one of my rides, my left crank arm became loose and came off the bike. I reached out to iFit support on 11/6 or 11/7/22 and heard back from customer service on 11/8/22. They requested my personal and bike info for which I provided. I had not heard back but received a notification on 11/15/22 that a representative would be in touch with me. On 11/30/22 I heard back from them that they were not able to access my account with the email I provided and requested my personal and bike information again so they could register my bike for me. I replied back on 12/5/22 with the requested information, however I was incorrect in the date of purchase as I could not locate the original email from when I purchased the bike online (I have since located it). On 12/17/22 I had not heard back from anyone, so I sent a follow up email. On 12/21/22 I received a response thanking me for the information and requesting I send photos and my phone number. On 12/22/22 I replied with the requested information and accompanied photos. On 1/8/23 I had not heard back from anyone so I sent a follow up email with no response. I again sent a follow up email on 1/12/23 and again on 1/18/23, and again on 2/2/23 with no response. On 2/15/23 they replied to the email thread stating: "I can see the model and information on account has been verified" and asked if my issue was resolved and requested visuals again. I replied on 2/15/23 and explained that the issue was not resolved and I was still awaiting assistance. I then had to reach back out on 3/4/23 as I had not received a response. I received a reply on 3/28/23 requesting all the same information they asked for in the original email back in Nov ******************************************************************** I replied with my info on 3/28/23. They replied today 4/12/23 stating my warranty is now void.Business Response
Date: 04/13/2023
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.
Where this equipment is no longer covered under labor we are not able to troubleshoot any issues or order any parts under warranty without proper diagnostics from a tech.
We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will start at $159 before state and local tax and any trip fees. The technician will come out and diagnose the problem and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts are needed. You will then contact us to order the parts and then we can set up a return visit for $65 before state and local tax and any trip fees as long as its within 30 days of the visit.
Please contact - ************ for further assistance.
Thank you!
Customer Answer
Date: 04/13/2023
Complaint: 19929337
I am rejecting this response because:I reached out back in November, and this has been ongoing with multiple attempts to reach out and received little to no response and was sent around in circles. This should have and could have been communicated and resolved months ago. They even responded via email that my bike was verified on their end. Why was I not directed to do this then? I was still covered under my parts warranty when I initially reached out. I also have made it clear that I was simply looking to receive assistance in getting my bike fixed whether it was covered under warranty or not. For the amount of time that I got the run around or no response at all, I feel they should schedule the service without me having to call another number and go through this all over again.
Sincerely,
***************************Business Response
Date: 04/14/2023
Hello,
We apologize, you will need to contact the number previously given for further assistance.
Have a great day!
Customer Answer
Date: 04/14/2023
Complaint: 19929337
I am rejecting this response because:Given the number of times I reached out, and the lack of response on the company's part, I feel they should be scheduling a service at this point to have my equipment fixed and get this resolved for me. Under no time during my communication did I ask that it be covered by warranty. I will not budge on this. I have received mediocre service at best and I am just looking to get this fixed. After all the communication that has transpired, it is the least the company can do.
Sincerely,
***************************Business Response
Date: 04/14/2023
We apologize, you will need to contact our member services for further assistance.Customer Answer
Date: 04/17/2023
Complaint: 19929337
I am rejecting this response because: I am incredibly disappointed with the lack of willingness to assist me and make this right given the multiple email exchanges between myself and customer service that have already taken place since November 2022. The duplicate requests for the same information that I had already provided numerous times within the same email thread to which customer service replied is quite poor. Not to mention, the unreasonable amount of time between email responses. There are many reviews that state customers have waited multiple hours on hold on the phone just to receive the same run around they got via email. I believe these reviews as other reviews describe the exact same issues I have been going through. Having to call and go through this all over again is not an acceptable solution and with the number of times we have been back and forth already, I could have been assisted with scheduling a service or a phone call multiple times over.
Sincerely,
***************************Business Response
Date: 04/18/2023
Hello,
Your labor warranty expired on June, 6th 2022.
The first case note we have was in November 2022, 5 months after the warranty expired.
You will need to call in to purchase a service visit.
Customer Answer
Date: 04/21/2023
Complaint: 19929337
I am rejecting this response because: I'm not arguing about my labor warranty covering this. I know that had expired. I think you are completely misunderstanding my issue. I just want help scheduling a service. I have never once asked for it to be covered. I initially reached out asking for assistance to get it repaired. My frustration is in the level of difficulty obtaining said appointment, or any correspondence for that matter. When my bike was verified, why was I not told then I needed to call? Nothing on the website states you have to call and provided options for either email or telephone. I'm beyond frustrated and disappointed with the run around I have been getting.I am no longer interested in continuing this conversation. I can appreciate how busy your customer service department is, but this has really been the most frustrating interaction I have ever had with a company.
I do appreciate how quickly I have received a response through the BBB so thank you for that.
Sincerely,
***************************Business Response
Date: 04/24/2023
Hello,
Again, we apologize.
You can contact our ****** Services for future assistance at-1-833-680-iFit (4348).
Have a great day!
Initial Complaint
Date:04/12/2023
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've call customer service a number of times about my issue with my treadmill. They transfer me from **** to ****. with no resolution. I've explained my situation numerous time, and the agent will tell me "oh I have to transfer you to the right ****." I need someone to call me that knows what they are doing. I've ask numerous time to schedule a technician because the issue I'm having is a safety hazard with having little kids around. The issue again. My treadmill starts on its own. I can be in a completely different room and the treadmill will start up on his own. Also when I'm working out I could be walking 1.9 (speed) and all the sudden my treadmill speed jumps to ***** 7.0 or 8.0. ******************* ************Business Response
Date: 04/13/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.In looking into your account today, we were able to order parts for you and set up a service order as well. Your part order is ICS9659421. You can track that at the link below:
**************************************************************************
We were also able to set up a service order for you. That service order number is SO-*******. The tech will reach out for scheduling once the parts arrive.If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youInitial Complaint
Date:04/11/2023
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.
I purchased a treadmill model #ETPF00123.1 in September 2021. I barely used the treadmill so there was definitely not a situation where it was over used. I went to turn on the treadmill in January of 2023 and the console would not come on but I could see that there was power to the unit as the Bluetooth light Would come on. There appeared to be an electrical issue. I searched the internet to see what could be the problem and I found that other consumers experienced the same issue. So I reached out to get some assistance through customer service. Since the product was no longer under warranty I had to pay for A technician to come out. Tech came out and said that the console needed to be replaced and that he had seen this happen before where the console shorted out. The parts were still under warranty so he ordered a replacement part. This was on February 2nd. I reached out at the end of February and was told the replacement part would be available March 15 and they had more coming at the end of March as well. I reached out again as I still did it receive confirmation that the part was in. Today I was told that they have no idea when I would receive a replacement console. This is unacceptable. I am still making payments on a treadmill that is inoperable and they have done nothing to accommodate. I am looking to either refund me and they can come and pick up the defective treadmill or replace the entire treadmill. The fact that they cant replace the console just lets me know that they are selling defective product.Business Response
Date: 04/12/2023
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 it appears that your console shipped out yesterday.
Tracking link-
****************************************************************************************************************************************************
Please let us know if you have any further questions.
Have a great day!
Customer Answer
Date: 04/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this point. If I feel the need to follow up once I receive the new console and have it installed I will circle back.
Sincerely,
***********************Initial Complaint
Date:04/11/2023
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.
I purchased a nordictrack treadmill. The screen has completely gone black and won't come on. It was purchased in 2018 or 2019. We paid over 700 for it.Business Response
Date: 04/12/2023
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 were not able to pull up an account with the information provided.
Can you please provide the following information to complete your registration along with more information about the current issue?
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:Initial Complaint
Date:04/11/2023
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.
I purchased a Nodictrack Treadmill T 6.5 Si, model# ********** in January 2020, which has the iFit display screen.
About three months ago they pushed a software update to my (and my other users) iFit display consoles that has broken the display system. It not just cycles between the iFit first splash screen and turning black again repeatedly forever. Doing a factory hardware reset does not fix the screen. When a company is directly responsible for breaking many of their users systems with a software update they are responsible to remedy the situation. I was not even subscribed to iFit at the time, so they effectively destroying my ability to use the treadmill at all now (I cannot make the treadmill belt move at all as the operating systemon the display unit is needed to do that).
I have communicated to them that I am giving them a chance to resolve this issue with either 1) software+hardware instructions I can perform to reset my machine to make it work again, 2) send my any replacement hardware needed to fix the machine and I can install, or 3) send a technician to perform either 1 or 2 onsite. They have not responded that they will do that or even that they will respond at all to me (beyond acknowledging that they have taken my request for remedy)Business Response
Date: 04/12/2023
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
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