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

2,253 total complaints in the last 3 years.
227 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:04/11/2023
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.
In 2017 I bought a ProForm elliptical machine which was linked to iFit via an app. Before Christmas 2022 I was informed by ifit that mine was one of hundreds of machines too old to be supported. Consequently all the workouts, dozens of them, that automatically adjust incline and resistance in set patterns, a key attraction of the machine, are being removed. The machine will now only be manually adjustable. Whilst I understand the desire of the firm to upgrade its software to effectively disable thousands of machines is unnecessary and unacceptable. The functionality currently exists, why remove it? To try and make all the adjustments on the fly is nigh on impossible, even if I knew the timings which I don’t. I have paid a subscription year on year for 6 years, only now to have the machine hobbled by the very firm I have loyally followed. This is an atrocious way to treat customers and if it is an attempt to force people to buy newer machines it will not work.
I demand for myself and for thousands of others that ifit refrains from compromising these machines and leaves a working, legacy version of the current app.
Business Response
Date: 04/12/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with your machine. We completely understand where you are coming from on this matter.
I’m sorry, we are actually located in the US. You will need to contact our England Member Services directly at *************** They will be able to assist you there and get you all taken care of. Thank you!
Initial Complaint
Date:04/11/2023
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 an Ifit ProForm pro **** treadmill in February of 2019. The treadmill is out of warranty for repair but still under warranty for parts. Upon researching the screen not turning on is a common issue for others who have purchased this machine and someone has filed a class action lawsuit in regards to the issue. When I called the company they told me that I needed to pay for a diagnostic before they could send me any parts to repair my machine. This console and the required updates for it are the reoccurring issue. The updates would often not complete or take more time that they should have to complete before we could use the treadmill. Now with the last update the machines console is completely black and the only light I can see if from the Bluetooth light. Another common complaint. I want the company to make this right but sending me a new console or sending a technician at no cost to me. This machine was entirely too expensive for them to make it not work in under 3 years. Id like them to repair, replace or refund us.
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.
In looking into your account today, we were able to order a console for you. Your part order is ICS9660532. You can track that at the link below:
**************************************************************************

If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:04/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the product in January 2022 with a 2 year warrantee. The product broke in June of 2022. I spent several weeks attempting to get through to customer service to file the claim. When I finally got through to the customer service they helped trouble shoot and sent me a replacement motor, the replacement part took a couple of months but did not resolve the problem and additional parts were ordered in February. I was told at the time it would take 2-3 weeks for delivery but my order status remained as pending. In March I called and asked for an update and was told the parts were on back order but they were expected on April 5th. I was told that I should expect delivery information on April 6th. On April 7th with no update on my status I called and was first told that they were still on back order and I would have to continue to wait, later I was told that they did receive parts but they would need to go through quality control and it would take an additional 2-3 weeks. After several requests to speak to a supervisor with customer service reps refusing to let me speak to then hanging up on me I finally got through to one. I was then told that parts had been received previously but shipped to other customers, I was assured that this time I would get the part I needed after it went through quality control but they couldn't offer confirmation. During the whole ordeal they refused to replace the machine or provide a refund and have offered no compensation for the time the machine has been broken and I still do not have a working machine.
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 an escalation has been sent to our parts team.
Your order will be shipping out within the next 7-10 business days.
We apologize for the delay and appreciate your patience as we work to get this resolved as quickly as possible.
Initial Complaint
Date:04/10/2023
Type:Billing 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.
My complaint against NordicTrack/iFIT is regarding an erronous bill for $396.00 charged to my ******* *********** on October 20, 2022. This bill has inflated to $465.00 as of closing date March 19, 2023. I became aware of this charge in late December 2022 after receiving a past due letter from TD *********** Services dated December 20, 2022. I informed ******* customer service of this erroneous charge and requested an investigation to dispute this unauthorized charge from NordicTrack. I have not given anyone authorization or consent to charge my account. In addition, I have sent numerous emails to get a status of my dispute. I contacted NordicTrack at ************ on January 27, 2023 at 11:47am to inquire about the erroneous charge and the customer service representative (************* said that she doesn't have any dispute on file from *******. This was a BIG LIE, because I had already communicated with ******* by phone and email at myonlineaccount.net end of Decemeber 2022. No one at ******* or NordicTrack has had the decency or professionalism to resolve this unauthorized charge and contact me to let me know why the long wait to solve my dispute. I feel I have been given the run around, which is unacceptable and disgraceful. ******* and NordicTrack should be ashamed of themselves on how they treat customers. Both have been dragging their feet for the last four (4) months and I need action to clear this dispute and update my credit file with all the credit bureaus to a positive status. I hope someone can help me resolve this dispute. Thank You.
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.

Our Billing and Returns team has reviewed your case and has refunded the amount of $396.00. Confirmation number - 60362155.
The refund will reflect on your account within the next **** business days.
Please let us know if you have any questions.
Have a great day!

Customer Answer
Date: 04/12/2023

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:04/10/2023
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.
We spent over $2000 on a Nordic Track Commercial **** in December 2019 and while performing a routine iFit software update, the monitor went black deeming the treadmill inoperable and unusable.
Business Response
Date: 04/11/2023
Hello,
We're sorry to hear about your experience. We understand your frustrations.
We have reached out to our iFit team and they will have an agent reach out to you within the next 48 hours to get this resolved.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:04/10/2023
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 proform smart pro 2000 treadmill in 2/2019 for $1491.68. The treadmill is equipped with the ifit tablet system that controls the treadmill. The treadmill has been working fine up until December of 2022 when the tablet forced an update. After that update, the tablet was stuck in an ifit boot loop and would not boot. After troubleshooting with directions from their website, I performed a factory reset as instructed and now it will not boot at all. This has rendered our treadmill completely inoperable and ifit wants us to pay ridiculous money to repair what was a perfectly maintained and operable treadmill. This issue is not unique to us if you do an internet search. This company refuses to take responsibility for screwing up countless pieces of exercise equipment. We spent hard earned money to be able to exercise in our home and now a software update has bricked our machine. I just want them to make this right and send a console/tablet replacement so we can use our treadmill.
Business Response
Date: 04/12/2023
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.

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
Initial Complaint
Date:04/10/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a NORDICTRACK COMMERCIAL 2950 treadmill back in 1/02/2022. Since purchase I been having multiple issues with the machine. I contacted iFIT since they handle repairs/warranty issues. I have contacted them at least 8 times now and to this date they have not replace or repair my treadmill. iFIT customer service in general is really bad.

The last representative I spoke to ask me to provide some information via email witch I did but I did not hear back from him. Same thing happen a few months ago when I called. I was told via email they would reach out to me and never did.

The warranty end date was 04/02/2023 and like I mention before I called well ahead of time but my machine is still broken and now out of warranty and I don't know what to do because they won't respond back to me.

I pay $2635.94 on this machine I do think is fail that I should pay out of pocket because the lack of customer service response from iFIT.

I would like a resolution if not I am seeking some sort of refund. The machine is awesome when it works.

current issue are:

1. The incline stop working.
2. While on the machine randomly stops and go for no reason. I have sent video proof to iFIT multiple times but no solution/repair as of now.

Last representation I spoke to a few weeks ago was in the process of collection information to send a tech out to repair the machine.

Ultimately my goal is for a tech to come and fix the problems. This machine started having issues within months of me getting it. I reported the issues.

Thanks,
****** *******
Business Response
Date: 04/11/2023
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.
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 **********. 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 **********. The tecnican will reach out to you once the parts arrive to schedule your appointment.

If you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 04/18/2023

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 but I would prefer the complaint stays open until they fix the treadmill witch according to the local technician that reached out it should be sometime next week.

Sincerely,

****** *******
Initial Complaint
Date:04/08/2023
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.
Submitted for warranty repair for Norditrack treadmill who won't follow up on the warranty service. Below is following steps I've taken Dec 20 2022 Submitted original warranty repair - No response Jan 3 2023 Submitted 2nd warranty repair request - No response Jan 11 2023 Inquired on past two warranty requests - No response Jan 31 2023 Inquired again on last 3 attempts - Was told to submit to different system Jan 31 2023 Submitted to ICON (Norditrack) as directed Feb 10 2023 ICON responded asked for video of issue, serial, model, issue, essentially details. I provided as requested - No response Feb 16 2023 I followed up on Feb 10 submission - No response Feb 23, 2023 I followed up again. Now my purchased is out of warranty. Still no response Mar 8 2023 Inquired yet again - No response Mar 17 2023 They respond saying sorry. Asked for all info again, video of issue, pictures, serials, etc.etc. Mar 19 2023 I respond with all they requested second time this was provided Mar 24 2023 They say sorry again. Asked again for video, pictures, etc, etc Mar 26 2023 I provided video, pictures, serials, model, etc, etc Now third time I've provided Apr 2 2023 I inquire again with them on status - No response Apr 8 2023 I left comments with them how bad their service is and I would be contacting BBB for submit complaint Purchase Date Nov 19, 2021 Requested warranty repair Dec 20 2022 Manufacturer's Warranty End Date Feb 17, 2023 Parts Warranty End Date Nov 19, 2023
Business Response
Date: 04/10/2023
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 for you.
Please provide additional information about the current issue and we can get this resolved.
Thank you!
Customer Answer
Date: 04/10/2023

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 provided they follow through. To date they respond then no follow up beyond, however I'm open to trying a 4th time. I've attached the requested video for the defective device to be repaired. Where do I put additional information they have requested in the past such as model, serial, issue, my address, warranty dates, etc.?

Sincerely,

*****************************
Business Response
Date: 04/18/2023
Hello,
We did not receive a video.
Please provide all information needed in your next reply.
Thanks!
Customer Answer
Date: 04/20/2023

Complaint: 19913660

I am rejecting this response because: I have sent videos 3 times now along with model number, photos, and serial number of unit. This is email I was given, i.e. *********************** to attach videos

Sincerely,

*****************************
Business Response
Date: 04/20/2023
Hello,
Please provide the video to *************************************** for review.
Please reply back on BBB once it has been sent.
You will not receive a reply via email.
Thank you!
Customer Answer
Date: 04/23/2023

Complaint: 19913660

I am rejecting this response because: I have sent video to ************************************************** as directed for review.
Sincerely,

*****************************
Business Response
Date: 04/24/2023
Hello,
Thank you. The video was received and reviewed.
Have you calibrated the incline?
Does this resolve the issue?
Does it complete or fail?
Customer Answer
Date: 04/24/2023

Complaint: 19913660

I am rejecting this response because: Yes I ran this several times in past for iFit as they required. Calibration fails when starting the Incline / Decline phase. I've sent video taken today to the email address provided earlier to **************************************************

Sincerely,

*****************************
Business Response
Date: 04/26/2023
Hello,
Thank you.
We have placed an order for a replacement incline motor and controller.
Order number-ICS9669457.
Both parts are currently out of stock.
We will get them sent out as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 04/27/2023

Complaint: 19913660

I am rejecting this response because: I'll hold this compliant open while I await delivery of the recommended parts.

Sincerely,

*****************************
Initial Complaint
Date:04/07/2023
Type:Delivery 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 ordered a treadmill on 2/8/23. I asked for the treadmill to be returned on 2/25/23. The treadmill was never in my possession or delivered to me and they are charging me up 600 in restocking fees
Business Response
Date: 04/10/2023
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.

We have sent this information over to our Billing team for you and have them further review your account. They have confirmed that we have a return policy in place that we need to abide by.
The return policy states “If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesn’t offer a refund for any shipping or delivery charges you may have paid to receive your product.

You can go online at ************************************************* to further review if you would like.
If you have any further questions, please call our Billing team at ###-###-####.
Thank you

Customer Answer
Date: 04/10/2023

Complaint: ********

I am rejecting this response because:
the item was never shipped to me. I called to return the item. Nordic track so clearly advertises they have a 30 day return policy but they neglect to tell to you they charge you a restocking fee and 10% of the price. If the item was shipped to me. I would have no problem paying these fees. However since I never saw the item I do not feel I should be liable for these fees. I believe this is how they make money ripping everyone off and I would like to be refunded.

Sincerely,

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

Business Response
Date: 04/10/2023
We apologize, this is our policy.
Please contact our billing and returns team for more information and to discuss your options.
Initial Complaint
Date:04/07/2023
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.
Purchased a cycle from Nordic track I have had less than a year and the cycle has required multiple repairs. I believe defective and would like refund on product.
Business Response
Date: 04/10/2023
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 look into this for you.
Please provide additional information about the issue to make sure this is resolved.
Customer Answer
Date: 04/17/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

****** *******
Customer Answer
Date: 04/17/2023
hello I was trying to respond to message from nordic track and i was unable i thought it was too late to respond. could you advise on best way to respond i was on iphone attempting to respond,
****** *******
Business Response
Date: 04/17/2023
Hello,
You're outside of the 30 day return window.
We apologize, a return is not an option.
Please provide additional information about the ongoing issues to get them resolved as quickly as possible.

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