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

2,131 total complaints in the last 3 years.
221 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/09/2023
Type:Delivery 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 am one of the thousands of customers affected by the firmware update that rendered our fitness equipment inoperative. The "we don't have an ETA" response is unacceptable. I've asked to speak to a manager and have had no response. I'm only here at the BBB because my other efforts are going unanswered. Part Order Creation Date Jan 12, 2023 Order #ICS9581368 Order Status "In Progress"Part# ******
Business Response
Date: 03/10/2023
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.

With this issue being wide spread, we currently have an ETA for the console restock 4-6 weeks out. 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 questions.
Customer Answer
Date: 03/10/2023

Complaint: 19563252

I am rejecting this response because:
Thank you for the fast response, it is too bad I had to resort to filling a complaint here to get one. I have a follow up question. Is that 4-6 weeks in addition to the 10 weeks I have already been waiting? Can I have an ETA on my order? We understand this an unprecedented service event, I have been there, it's not fun. I'm just trying to set our expectations.

Sincerely,

*********************
Business Response
Date: 03/13/2023
Hi ***,
the 4-6 weeks is from today, 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: 03/14/2023

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 just wish I had not had to resort to filing a complaint with the BBB to get a response.

Sincerely,

*********************
Initial Complaint
Date:03/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Nordictrack treadmill Nov 2020. I used this treadmill less than 50 miles. *** screen on the treadmill went black and made it inoperable. Notified Nordictrack they said to try and reset. Did not work. I had a independent service technician come out and they said the console is defective. *** machine cannot be used without the screen. *** technician said it was going to cost $700+ to fix and the console is on backorder. Also, the console part does not have a warranty! I have heard other purchasers say the part is on eternal backorder! I purchased this item based on the respected name but never again. This treadmill is not cheap but now it's a pile of junk in my basement... It pains me to think that I blew my hard earned money on an item I can't even use. I have sent emails to Nordictrack with no response to my problem. This is poor customer service. To take people's money during the pandemic and make out with millions and not to stand by the product is disgraceful... And I'm a nurse.... I would have been better of spending my money on a higher end product.
Business Response
Date: 03/09/2023
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I'm happy to help get this resolved for you, can you tell me a little bit about the console issue? Did you do any kind of update before the console went black?

Thank you
Customer Answer
Date: 03/15/2023

Complaint: 19561772

I am rejecting this response because: *********** offered no solution to the problem. They asked if we had updated the software but left no contact information so we could discuss further. We did update and the machine will power on but the console is blank. A technician told us it needs to be replaced and it occurs to be a common problem with Nordic Track treadmills. We want more than just an acknowledgement from the company but a path to resolve the situation. For this reason the response given to date is inadequate.

Sincerely,

*****************************
Business Response
Date: 03/17/2023
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:03/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Started on 01/01/23 when my commercial Nordictrack treadmill, still under extended warranty greeted me with a black screen and not able to function. After many hours of wait time and back and forth with "customer service" it was determined I needed a new console. Initial part was supposed to shipped in 10 days, no updates after 2 weeks. After many more hours of waiting for "customer service", supply chain issues, part won't be shipped in end of February, contacted them 03/09/23 for status update, now it is a software issue and won't be shipped until 04/24/23. How can it be a software issue and NT still selling new machines but ones that are already purchased cannot be fixed. And there is no one to contact besides the chat feature or calling and getting the same script of no help. Is this what purchasing from this company and buying the extended warranty gets customers??
Business Response
Date: 03/09/2023
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 a wide spread, we currently have an ETA about 4-6 weeks out 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 the delay and appreciate your patience.
Please let us know if you have any questions.
Customer Answer
Date: 03/09/2023

Complaint: 19561296

I am rejecting this response because: Its been 8 weeks, so your 4-6 week turnaround is a lie.

Sincerely,

********************************************
Business Response
Date: 03/10/2023
Hello,
We are looking at a 4-6 week wait from today for the console restock to arrive.
Customer Answer
Date: 03/13/2023

Complaint: 19561296

I am rejecting this response because:BS timeframes are unacceptable. If you can sell new treadmills without a 4-6 week timeframe, warranty customers should be given the same treatment. A Ifit/NT issue that bricked a machine should not have to wait months for a resolution.

Sincerely,

********************************************
Initial Complaint
Date:03/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased one of their products. It appears as if they sent the wrong part. I have tried several times to contact the company. It is almost impossible to get through their automated system. Finally I requested a "Chat" call. I waited an inordinate amount of time with no response. I tried again at a later time. When I indicated the issue, they wanted me to upload a video of me not having the correct part. I was very specific what the issue was and even pointed it out on their users manual. Nevertheless, the representative refused to help me. I have no means of uploading a video. So, I have a useless piece of junk because I can't finish the assembly. I tried several times to contact the company. I challenge anyone to get on their phone and try and talk to someone about any issue. I also downloaded the app they suggested and it does NOT address the issue.
Business Response
Date: 03/10/2023
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 help get this issue resolved.
Please provide a picture of the issue along with any additional information needed and we'll get this resolved.
Thank you!
Customer Answer
Date: 03/10/2023

Complaint: 19561112

I have attached the picture of your step #8 of the assembly of the 10I treadmill. You will see two of the four screws that simply DO NOT fit. Can I skip this step? Do I need this battened down? Are there other suitable screws? Do they have to be flush? What do I do?? I am dead in the water and the machine is useless if this is not resolved.

Sincerely,

***************************
Business Response
Date: 03/13/2023
Hello,
We apologize, we did not receive any pictures. Please resend them.
Customer Answer
Date: 03/13/2023

Complaint: 19561112

I am rejecting this response because:

They indicate they didn't receive the pictures they requested. Can you forward me their email so I can send directly. Or, can you ask them to call me at ************?

Thank you in advance.

Sincerely,

***************************
Business Response
Date: 03/14/2023
Hello,
Please provide the pictures or videos to *************************************** and reply back here once the email has been sent.
Customer Answer
Date: 03/20/2023

Complaint: 19561112

I am rejecting this response because:
I sent all the necessary information to the email that was provided over a week ago and received absolutely no response. If I don't hear from the company within the next three days, I will escalate this issue to the attorney general's office.

Sincerely,

***************************
Business Response
Date: 03/20/2023
Hello,
Thank you. The email was received and reviewed.
Please remember to reply back here once the email has been sent to continue communications.
Please verify that all hardware being used is the correct hardware.
Do the screws go through each part individually?
Does the issue only occur when trying to assemble them together?
Please let us know.
Customer Answer
Date: 03/20/2023

Complaint: 19561112

I am rejecting this response because:
So, let me understand; you received the email over a week ago, and you haven't responded because it didn't go through the BBB????? Really?

Yes, the hardware is the correct hardware, as long as your assembly manual is correct and they were labeled correctly in the parts card.
The screws go about 1/3rd of the way down and then suddenly stop and will not go any further.
The screws don't travel any further when I try to complete your assembly manual #8 in which it requires me to s**** them to attach the crossbar to the handrails.

Sincerely,

***************************
Business Response
Date: 03/21/2023
Thank you. Is the issue present on both the right and left side?
Customer Answer
Date: 03/21/2023

Complaint: 19561112

I am rejecting this response because:

What does it matter??? The answer is YES. The screws will NOT go in on either side.
What is it in your company culture that prohibits helping a client?? Enough of your questions. Just tell me if I need to force the screws in place with an electric screwdriver, or if I can continue without the screws in place? Or will you send me the correct screws or handrails???

Sincerely,

***************************
Business Response
Date: 03/21/2023
Please try installing the parts with a power tool.
Let us know if you have any further issues.
Initial Complaint
Date:03/08/2023
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.
Ordered treadmill from Nordic Track February 13th,2023 for $2,400. Treadmill delivered on Feb 19th. I put the treadmill together next day, once complete, it did not work. Receiving error message that said the safety key was not installed, key was clearly properly installed. Followed online recommendations to fix problem & nothing worked. We were unable to reach anyone at the company because customer service closed on weekends. My work hours did not allow me to call on Monday during their hours. I called on Tuesday & spoke with Alexander C******** for 51 minutes explaining everything, showed pictures of error code. After 51 minutes we were mysteriously disconnected. I immediately emailed him directly & gave him my cell number and asked him to call me right back. No response. An hour later I emailed again. No response. I waited until Thursday with zero response from Nordick Track and I called again. This time I spent another hour on the phone with Maria M********. I had to start the entire explanation over again, sent pictures of the error code, etc. Finally she decided she needed to order me a part, but her computer wouldn’t bring the part up for her. She told me that I would have to call back. I asked her if she could just contact me by phone or email when she found the part and she said she isn’t allowed to contact customers by their policy. I then asked her to connect me to someone who could help with a return. I was fed up, frustrated and just wanted a treadmill that worked (which is what I paid for) or I wanted my money back. Maria connected me with Jenna P*****, who deals with returns. Jenna explained to me that “because it was a fixable problem, I would have to pay for the machine to be shipped back and I would also be charged a 10% processing fee.” She suggested instead, that I let her try to find the part. I agreed on February 23rd. Today is Wednesday, March 8th and I have not heard anything from Nordick Track despite several attempts to contact Jenna.
Business Response
Date: 03/09/2023
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 a restock is about to arrive. We have escalated this to make sure your order ships out as quickly as possible.
We expect it to ship out within the next 7-10 business days.
You can track your order at anytime at iconservice.com using your order number.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:03/08/2023
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.
On or around December 6th, 2022 I got a charge on my credit card of $396.00 for an annual IFit membership. I didn't expect the charge, it just showed up as IFit on the statement, so I disputed it with my credit card company and they opened a case to review it. I called the number listed on the charge on the statement and spoke with an IFit representative and she explained the charge and I requested to cancel the membership at that time, she said my membership was cancelled. I thought the problem was resolved. I get notification toward the end of January 2023 from my credit card that after reviewing the transaction they determined it not to be fraud so they allowed the card to go through and I was charged $396.00.
This is where my issue is with IFit. I called IFit back and spoke with them about my membership being cancelled and she agreed, they saw notes supporting I called in and cancelled it. They said that they could not issue me the $396.00 refund until 120 days after the credit card company closed the dispute, which I have a letter from Bank of America that the dispute was closed, the funds were released to IFit that has a mailing date of January 12, 2023. So IFit is saying I have to call them back in 120 days from January 12, 2023 and request a refund, which would be May 12, 2023. If Bank of America released the funds to IFit on or around January 12, 2023, and I cancelled my membership with IFit within their allowable cancellation period, why should I have to wait 120 days for the funds to be refunded to my credit card. There is nothing written in IFits membership policy regarding this.
I would like the $396.00 refunded asap. I have contacted IFit multiple times about this and haven't gotten anywhere with them on getting the refund issued prior to May 12, 2023. This doesn't make any sense to me.
Business Response
Date: 03/13/2023
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.

After reaching out to our iFit and billing team, we were informed that the charge has been disputed.
Unfortunately, we are not able to do anything until the dispute has been settled.
This can take up to 120 days.
Once the dispute has been settled, we'll gladly look into our options for the refund.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/13/2023

Complaint: ********

I am rejecting this response because: I have a letter from Bank of America dated January 12, 2023 that the dispute is closed out. Attached is a copy of the letter?

Sincerely,

***** ******
Business Response
Date: 03/15/2023
Hello,
Thank you for the additional information.
Unfortunately, we still have to wait.
Our company's bank is still reviewing the dispute.
This is set to be settled by the end of the month.
Initial Complaint
Date:03/08/2023
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.
I bought a Proform Treadmill a couple of years ago and loved it until recently. In December, it stopped working. The console would no longer turn on and therefore the treadmill was unusable. After several calls to support (terrible time getting through), they charged me $169 to send a technician to my house. The technician arrived on Jan 12, 2023 and confirmed the console was bad. It is still under warranty, so he ordered a new one that same day. Two months later and there has been NO update or communication about the status of this part. The technician no longer responds to my text, you can't get through to iFit / icon fitness support at all. I opened a support ticket 3+ weeks ago and had nothing but the automated response about receiving the ticket. I'm extremely frustrated as winter is the time I would use the treadmill the most and in its current state, it is useless. In ****** searches, it sounds like the company pushed an update that fried the consoles is many of their machines and therefore, there may be a delay in getting parts. What frustrates me the most is how the company is handling this situation. No communication is about the worst way to handle it. Admit your mistake, compensate your consumers, and deliver on a plan. I expect an update on when my machine will be fixed. If it cannot be, then compensate me with a new machine or my money back.
Business Response
Date: 03/08/2023
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 have an ETA for the console restock of 4-6 weeks from today. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.
We have also gone ahead and issued a refund for the your service call. Please allow **** business days for that reflect your account. Your confimation number is FM-119774.

We apologize for the delay and appreciate your patience. Please let us know if you have any questions.
Initial Complaint
Date:03/08/2023
Type:Customer Service 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 my Nordic Track Commerical treadmill in 2018, the company forced an update out to the software that broke the console unit of the machine, rendering it useless. This occurred in January 2023. When I reached out to the company during the week of Jan. 23rd. They said they would ship a new console in 2 weeks. Now, 6-7 weeks later, I'm still waiting and discovering other customers who have been waiting 8+ weeks as well.Both my husband and I have called 4 times to get an update. First, they were unable to find my order number, gave me a new order number, and then couldn't find that order number when my husband called back but did find the original order. It is a gigantic cluster. No one knows what they are doing or has any answers. The treadmill is unusable which is ridiculous. Meanwhile, I am paying for Ifit membership which I can not use. I would like a free membership for a year and a discount on a new model. I do not want my console updated as I feel this will never occur. I am ready to purchase a new treadmill today as I am done waiting for a company that has no answers.
Business Response
Date: 03/09/2023
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 issues you are experiencing.

If you have any further questions, please contact our iFit software team directly at **************.

Thank you

Customer Answer
Date: 03/09/2023

Complaint: 19555841

I am rejecting this response because:I feel a reasonable solution is for a one year ifit membership and I don't understand why this is an issue. Another note, no one called me back. I had to call to back myself.

Sincerely,

**********************************
Business Response
Date: 03/10/2023
Hi ******,
Absolutely, we have gone ahead and added 1 year to your ifit membership. Your new expiration date is 3/10/24.
Thank you
Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December 2022 a iFit software update was performed on my ProForm 5000 treadmill. Since that update my treadmill does not function. I have tried rebooting the like instructed in the manual; however, it continues to show a white iFit screen. I have called iFit and ProForm numerous times and waited on hold for hours to continuously be disconnected or never get through. The one time I was able to get through I was told my warranty was out and I would need to purchase a $500 replacement monitor. While I understand how a warranty works I also understand software. IFit released an update that has caused issues for numerous machines using their platform.
Business Response
Date: 03/09/2023
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:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a PROFORM CARBON T7 TREADMILL in September 2020. I have had a white iFit screen for the past several months, rendering the treadmill useless. After trying to troubleshoot via website and owner's manual without success, I have submitted TWO requests for help with customer service and have received ZERO response. I am still paying for this treadmill that we are not able to use. I would 1) like my treadmill repaired so it is useable, 2) have my last three payments reimbursed to me, or three months taken off of my remaining payments.
Business Response
Date: 03/09/2023
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

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