Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,246 total complaints in the last 3 years.
- 226 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:03/14/2023
Type:Service or Repair IssuesStatus: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 that was assembled at my house. It worked for 3 days and stopped working. The feet do not go down. Attempted to report the issue through their app, iFIT, never got a response. Called 5 times with no resolution. I was hung up on when asked to speak with a supervisor. Every time I call, I get a different request of something to do. Then they say they don’t need that. I still do not have a working machine and no one will deal with it. I have a video but can’t upload it for evidence.Business Response
Date: 03/15/2023
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'm would like to personally get this resolved for you. Can you please email me directly an video of the issue to jackie.p********@ifit.com? This will help me determine the issue with the machine.
Thank you
Initial Complaint
Date:03/14/2023
Type:Service or Repair IssuesStatus: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 December 2022, I purchased a Treadmill through Costco that came with a "Year Free Ifit Membership", inputting the membership information also requires inputting your credit card information to even turn the treadmill on to use it. Let me be clear, the treadmill will not operate unless you activate it through Ifit.
Found out today through my bank statements that I had a $42.00 charge in January and February for an Ifit service that I do not use nor was I aware that they signed me up for a "family plan" without my permission. I spoke with two customer service representatives who were extremely rude. The worst possible customer service I have ever experienced before. Was told that because I was outside of the "14 day refund window" there was nothing that could be done. Spoke with a manager who was even less helpful than the first representative and I felt very taken advantage of. I assumed since I bought this machine through Costco that Ifit was a trustworthy company and it 100% is not. Ifit is fraudulent and I would advise people to be very careful with any purchases they make through them.Business Response
Date: 03/15/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
In looking into your iFIT account, the charge you received has been refunded. please allow 5-7 business days for that to be reflected on your account.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:03/14/2023
Type:Service or Repair IssuesStatus: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.
Product Information sku SN warrant extended warranty information below. Purchased the product through Costco. Icon repackaged the bike and did not say it was returned previously The Part bag was ripped open and the base showed signs of previous use. The seat height adjustment knob bolt does not fit in the Seat height neck. I have chatted with no one ever answering the chat. Then chatted and transferred and disconnected. No phone number. 4 contacts through the product warranty site, 4 contact request through regular site. Nothing over 2 months now. This is insane. What type of company is this? I even bought the extended warranty thinking then they would respond but nothing. I want the part so I can use the bike my wife and I are not short enough to use the bike with the seat all the way at the bottom.
Purchase Information
Product Family
Bike
Model / SKU
NTEX76918 . 00
Serial Number
************* Purchased At
COSTCO.COM
Purchase Price
$516.00
Manufacturer's Warranty Information
Purchase Date
Jan 15, 2023
Labor End Date
Apr 14, 2024
Parts End Date
Apr 14, 2026
Service Plan Information
Labor End Date
Apr 14, 2028
Parts End Date
Apr 14, 2028Business Response
Date: 03/15/2023
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.In looking into your account, we were able to order the necessary parts for you. The part order is ICS9634718. You can track that at the following link:
***************************************
If you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
Thank youBusiness Response
Date: 03/16/2023
Hi ****,
We understand your hesitation, we can assure you that the part will be shipped out to you in a timely manner. Feel free to reach out to us here with any concerns you may have. You can also reach us on soical media, by calling our member services line at ************** (****).
Thank you
Customer Answer
Date: 03/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfied enough; I don’t have the energy or desire to fight. I still can’t understand why they don’t contact me back when I use their contact firm; when I have a service contract and report an issue on the warranty site. They just now pretend like them ghosting me is no big deal. They force me to go to BBB to get a response from them but noBig deal
Sincerely,
**** *********Initial Complaint
Date:03/14/2023
Type:Service or Repair IssuesStatus: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 signed up for
Family membership 396 and right after the life workouts were stopped. I was stuck doing old
Workouts which is not what I signed up for. I asked or a refund was told no. Why is it that I pay this much for pre recoded workoutsBusiness Response
Date: 03/15/2023
Hello-
If you are referring to the live workouts, they have been discontinued. The pre-recorded workouts are older workouts, but we do add new recorded workouts usually every 1-2 months after we have finished recording it.
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.
If you have any further questions, please contact our iFit software team directly at ###-###-####.Initial Complaint
Date:03/14/2023
Type:Service or Repair IssuesStatus: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'm joining the hundreds of consumers that accepted a software update from ICON Fitness for a Nordic Track Console that rendered it useless. Like others, I followed a trouble shooting routine working with ICONFitness support and the result is the console needed to be replaced. I ordered the console on Sept 28, 2022. It is now March 14, 2023. 167 days later and coming up on 6 months since order. During this time I have contacted ICON Support in 5 chat sessions and sent 7 emails (because ICON support won't talk to you by phone) all requesting an update or something, anything. They sent back only 2 responses to everything I sent; response was "...after the weekend we will check with our parts manager". But of course then no follow up. My $4000 incline trainer sits quiet, will not work. I have offered to accept alternatives, different consoles, or anything to get it up and running: no response. To the BBB and everyone: there is no way to get up and running. I have no options. My equipment is useless and I have no way to get it fixed. And I'm willing to accept any resolution, a different console, send mine in to have it reloaded (it's not broken just stuck in what they call a "boot loop"). A supply chain issue is an excuse I've seen... but 6 months? Advice to others, disconnect your Nordic Track from the internet, and definitely do not update your unit. I'll write back at the one year **** and let you know how I'm doing.Business Response
Date: 03/14/2023
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 do not see any machines registered on the account that is pulled up with the information provided.
Please provide the machine's model and serial number and the console part order number.
Thank you!
Customer Answer
Date: 03/15/2023
Complaint: 19593578
I am rejecting this response because:The manufacturer is requesting the model, serial number and console order number.
MODEL: NTL20116.0
SERIAL NUMBER: *************
CONSOLE ORDER NUMBER: ICS9505135
PART NUMBER: 401964
For reference: the original order was placed under my other email: *********************
Sincerely,
*************************Business Response
Date: 03/15/2023
Hello,
Thank you for the additional information.
After reviewing your account it appears that your order has shipped.
Tracking link-
********************************************************************************************************************************************************************************
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/20/2023
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 received the console only a few days after the compliant, I have installed it and my equipment is back up and running. I would like to thank both the BBB and the vendor for helping me to resolve the issue and get the new console. I'm not sure why the console was delayed 6 months but in the end as long as I have it and everything is back and running I'm very happy.
Sincerely,
*************************Initial Complaint
Date:03/14/2023
Type:Service or Repair IssuesStatus: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 attempted to purchase a NordicTrack treadmill in 2021. I financed through NordicTrack financing. NordicTrack could not deliver and set up my tread as promised, due to COVID. I told Jessica H******** (from NordicTrack) I had no way of getting it in my house or putting it together (I have every email to prove this). Fast forward, I never received my tread and Nordic Financing (TD Retail Card Services) was fully refunded by Nordic Track (August 2021). Well, I got reported to the credit bureau by TD Bank for money I did not owe. Now, it has happened again. Per NordicTrack, they went back to TD Retail Card Services (October 21, 2022) for an $8.00 return charge for the tread, that I never received. Now, I have been reported to the credit bureau again. I called NordicTrack on March 13, 2023 and TD Retail Card services. Nordic said I owe the money but, TD Retail Card services is the one Nordic "over refunded in August 2021" not me.Business Response
Date: 03/14/2023
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.
After speaking with our billing and returns team they have informed us that you were over refunded $8.00 and this is what the $8.00 amount is for.
The $8.00 is due on the loan amount, it is not a new sale, or an extra/duplicate charge.
Our billing team has been working with TD Bank and they have been notified of this as well and let you know all the information needed when contacting them.
Please let us know if you have any further questions.
Have a great day!
Customer Answer
Date: 03/14/2023
Complaint: ********
I am rejecting this response because:I never received any funds only TD bank they owe you money not me they were over refunded, not me. TD owes you the money I should not be billed.
Sincerely,
********* ******Business Response
Date: 03/15/2023
Hello,
We apologize, please contact TD Bank directly for more information.
We have given them all the necessary information.
Initial Complaint
Date:03/13/2023
Type:Service or Repair IssuesStatus: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.
May 11, 2022 my treadmill broke. I immediately sent a message and was in contact with support. I took pictures and sent info, support told me that it was under warranty and that the part would be shipped. I was sent a confirmation number yet I am still waitingI have over 50 emails and countless hours spent on the phone only for them to say dont hang up, one moment please to then hang up. They never call you back, so back on hold again to tell someone else the same story. Finally in November I got a hold of someone who I thought was going to help, they told me a service repair man needed to verify that indeed it was the base that was broke. They came out in December and verified and placed the order to icon. I called immediately to make sure it was ordered. yes it was, I got another new confirmation number for the same parts. I am still waitingI have asked to be escalated to talk to a supervisor, I have reached out on social media, I send emails weekly and have I asked for a refund or a new treadmill since its under warranty (their warranty states if they cant fix it they replace it) nope nothing, and if by chance I get a response I get told lies that its shipping within 10 days. That old dominion will call me, its in the warehouse etc. yet again still waiting. My warranty expires at the end of this month and I am afraid they will no longer take care of this issue, I refuse to extend my warranty as this issue has not been resolved. I also renewed my iFIT membership and only got 2 months out of it since my treadmill has been down for 10 months. Asked for a refund or credit, yep nope to that as well. Said it was my fault I didnt pause it. Wow, I didnt think I would be waiting this long for my treadmill to be fixed. Now sitting at over 10 months of waitingBusiness Response
Date: 03/15/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT. We completely understand where you are coming from on this matter.After reviewing your account, we can confirm that your order is currently being processed in our warehouse and will ship within **** business days.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 03/15/2023
Complaint: 19592423
I am rejecting this response because: I have been told this since the end of December, lies, lies, lies. Also You didnt answer ALL my questions once again. Never want to address all the issues and resolve them just give surface level answers and just enough info to look satisfied. Look forward to resolving this, Im sure **** days I still wont see or hear anything from you. Until then
Sincerely,
***********************Business Response
Date: 03/16/2023
Hello,
We apologize for all you have been through. Were 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: 03/16/2023
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 as long as in **** days my part is shipped like it was stated in prior response and that I will receive a year of warranty on my machine and my ifit renewed for the year I lost due to icon not fixing my machine. Ifit please update your system to include this in my account.
Sincerely,
***********************Initial Complaint
Date:03/13/2023
Type:Service or Repair IssuesStatus: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 have a treadmill from Nordictrack and a subscription to ifit their software. My treadmill stopped working in December and I have tried several times to get in touch with them with no success. I have tried calling many times only to be put on hold for hours at a time. I tried to contact them through the website and again no response. I have a contract that I am paying for, but am not able to use the treadmill. I need to get in touch with this company to fix my treadmill and this has been going on since December.Business Response
Date: 03/15/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at ###-###-####.
Thank youInitial Complaint
Date:03/13/2023
Type:Service or Repair IssuesStatus: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 recently contacted iFit due to a recurring issue with my elliptical. After submitting a video, someone from their legal department contacted me because I was out of warrantyalthough Ive had countless issues with the machine (including falling backwards into a wall, hitting my head, after being told nothing was wrong and that it was safe). My original elliptical was a fire hazard and a danger thus this replacement which has been nothing short of a headache. iFit has received video after video after video from me. Is there any accountability on their part? While I understand that Im out of warranty, in the most recent discourse, I was told that this issue may have been present before the last. Why wasnt it resolved initially?I requested the recording of our telephone call as I want all documentation.Business Response
Date: 03/14/2023
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.
After reviewing your account it appears that you have been assisted and parts and service have been ordered.
Is there anything else we can do to help?
Please let us know.
Customer Answer
Date: 03/14/2023
Complaint: 19591942
I am rejecting this response because: the business engages in practices that violate the consumers trust and endangers the well-being and safety of the customer. I have videos that challenge their findings I also asked for a copy of the recorded telephone conversation with *********************** (their representative) to no avail in which she acknowledged that the issue may have stemmed from the previous incident that was indeed under warranty. Their solution comes at my expense. No wonder there are class cartoon lawsuits against iFit.
Sincerely,
***********************Business Response
Date: 03/14/2023
Hello,
We apologize, we will review the call.
Please keep us posted on how the tech visit goes.
We will get this resolved as quickly as possible.
Have a great day!
Customer Answer
Date: 03/15/2023
Complaint: 19591942
I am rejecting this response because: Againno accountability on behalf of this business. I should post screenshots of their response to educate on their apathetic, neglectful regard of the consumer. The tech I spoke with told me there was no way to diagnose the issue from the video that I sent to their representative (***********************). How is that going to be resolved?
Sincerely,
***********************Business Response
Date: 03/16/2023
Hello,
Parts were ordered to resolve the issue. They are due to arrive soon.
Tracking link-
****************************************************************************************************
The tech will need to install the parts to resolve the current issue.
Customer Answer
Date: 03/18/2023
Complaint: 19591942
I am rejecting this response because: It is, as usual, unhelpful. After some research, we learned that we could have purchased an extended warranty for $179. Why wasnt this offered to me? I was told that would be the price of the technician AND if he needed to return that it would be $69 thereafter. Again, why wasnt this offered? Furthermore, we requested a copy of the recording of my telephone conversation with ***********************. Please advise when we can receive the copy.
Sincerely,
***********************Business Response
Date: 03/20/2023
We apologize, an extended warranty must be purchased before the labor warranty expires. It's no longer an option.Customer Answer
Date: 03/20/2023
Complaint: 19591942
I am rejecting this response because:
Please see screenshot from a ******** post.
Sincerely,
***********************Initial Complaint
Date:03/13/2023
Type:Service or Repair IssuesStatus: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 NordicTrack treadmill in 2019. For the last two years, I have not renewed my ifit subscription and have been using the treadmill on manual (still requires touchscreen). Treadmill stopped working and error message was displayed on screen regarding error in update. We were never notified nor agreed to an update in the software. The attempt to push this update was made by ifit without our knowledge or consent. Contacted ifit, who was unable to fix the problem (tried to reset the treadmill). They told me my console needed to be replaced and it would be 2-3 weeks. It has been 2 weeks and after speaking with multiple people there is no resolution. I have been told nobody in the company can help and I will just have to wait, even if it takes months. I have spent thousands of dollars on a machine that is no longer functional. I asked for the entire machine to be replaced but was told since its been longer than 30 days since it was delivered, thats no possible.I do not understand how corrupted software could be pushed out to customers without consent and very little is done to remedy the problem!Business Response
Date: 03/14/2023
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 this issue being wide spread, we currently do not have an ETA for the console restock. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.
We apologize for all you have been through. Were 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.
We apologize for the delay and appreciate your patience. Please let us know if you have any questionsCustomer Answer
Date: 03/14/2023
Complaint: 19591466
I am rejecting this response because:As Ive explained, I do not subscribe to iFit, nor plan on it after all of this. Instead of extending my warranty (which nobody has even explained what that entails), Id like my treadmill replaced with a machine that actually works. What good is my machine if its inoperable?
Had the software been properly tested and/or the update release been halted when this issue was initially discovered, then perhaps there wouldnt be a backlog of consoles needing replaced.
Sincerely,
*****************************Business Response
Date: 03/14/2023
Hello,
We apologize for all the frustration you have had, adding the downtime consists of add the time that your machine was waiting on repairs back to your warranty. So in this case it will go from the time you contacted us until you receive the new console and the machine is repaired. I'm sorry we are unable to send out new machines for this issue as we are sending new consoles free of charge.
If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 03/14/2023
Complaint: 19591466
I am rejecting this response because:Please explain this to me. How is providing an extended warranty, due to this issue, helpful from the time [I] contacted [iFit] until [I] receive the new console and the machine is repaired if the machine is inoperable? How is this beneficial to me?
Sincerely,
*****************************Business Response
Date: 03/16/2023
Hello,
We will add the time that your machine is down back to your warranty, so essentially you will not miss out on any time with your warranty coverage due to this issue.
Thank you
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