Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,141 total complaints in the last 3 years.
- 221 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:03/04/2023
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 NordicTrack Commercial S22i Studio Cycle. The screen has not worked for a while now and I cannot reach the company. I called, filed an online request, emailed three times and have not heard back from them. I have a bike I am making payments on that I cannot use. It is frustrating to pay so much money and have this issue going on that I cant get resolved. This is the information regarding my online request: Thank you for contacting iFIT. Case Number: ********. Maybe you can reach them. I hope. Thank you for any assistance.
Business Response
Date: 03/06/2023
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 taken care of. Please provide additional information about the machine's issues.
Customer Answer
Date: 03/06/2023
The screen has stopped working completely. I read it could have happened when an update occurred. Im not sure, but I have tried to reset using a paper clip as suggested, but the screen will not come on. All I see is black.Initial Complaint
Date:03/04/2023
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.
Date of transaction for original machine: ********* on 11/16/2021 for $2,444.70, Order #: *******, for a working NT FREESTRIDE TRAINER FS10i. I have had problems with them since the purchase.
They have decided that I should pay for a technician to assess and fix the replacement machine even though I have service coverage. The wobbling of this machine prevents a workout as it is so extreme. I have worked with the local technician they cover several times in the past for this machine. Several directors have been alerted to include Mr. Ron S****** and Mr. Tony R******.
Their correspondence and help has not been effective. I would like a full refund now.
Please see attachments for correspondence and four videos.Business Response
Date: 03/06/2023
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 communicating with our executive escalation team.
Please continue to communicate with the escalation team directly.
They will make sure you're taken care of.
Have a great day!
Business Response
Date: 03/20/2023
Hello,
Please continue to communicate with our escalations team. Thank you!
Customer Answer
Date: 03/21/2023
Complaint: ********
I am rejecting this response because: I have not received a refund.Also, Morse Fitness let know via text as of 3/19/23 I was cancelled from their service cue.
Sincerely,
********** ********Initial Complaint
Date:03/04/2023
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 treadmill a Nordic Track Treadmill in November of 2021. It is a high end treadmill commercial **** and cost around $2400 at time of purchase. It was over It was installed and put together in December of 2021. Everything was great until August of 2022, only 9 months of operation the treadmill started suddenly stopping mid run. I decided it would be best to get the extended warranty at this time since I was already having issues with a new treadmill. That was $400 additional. I called IFit to resolve the issue. I had to sit on hold every time for at least an hour before I spoke with a customer service rep. *** first rep diagnosed it over the phone as the belt. ***y sent the new belt and said that a service provider would be contacting me. I had to call 2 more times to get the service provider to schedule a service. *** service guy finally came out and ordered a different part but did nothing to the treadmill. ***** later he came out again and said it was fixed. It was not. A week later he came out and diagnosed the treadmill as needing a new motor. This was October by this point and the treadmill would not operate at all. I had to call Ifit at least 5 times over the course of a few months before they finally sent a new motor. One time I was on hold for over 3 hours before I got to a customer service rep. *** new motor arrived in January. I finally heard from the repair service two weeks later and they scheduled my repair for 5 weeks out. ***y day that the repair man was supposed to come, it snowed and he said he would not come in the snow. I have attempted to contact the repair service multiple times. No response I called Ifit again and was told they service provider would contact me within ***** hours. That did not happen. It's now March and have this pricey treadmill that hasn't worked for 6 months that I can't get repaired despite it having been under manufacturer's warranty. I feel like they are just trying to wear me down until I give up.Business Response
Date: 03/06/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We have reached out to our service team to escalate this further to make sure you're taken care of as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/08/2023
Complaint: 19538807
I am rejecting this response because: This is an empty promise. I have contacted you multiple times. I still have not heard anything about scheduling my repair.
Sincerely,
*****************************Business Response
Date: 03/08/2023
Hello,
We're sorry to hear that. The tech stated that they offered a date for service-3/22 between 8-12.
We have escalated this further to make sure you're contacted right away.
Initial Complaint
Date:03/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a new/unused commercial elliptical directly from Nordic Track (online and completed through phone) in January 2023 (~$1500). We also purchased in home professional white glove set up ($200)which included all equipment properly assembled and set up in room of choice. We also purchased an extended warranty for the equipment ($180). After the equipment was put together we immediately noticed a loud constant scraping/squealing sound when we tried to use it. I tried contacting Nordic Track and ifit numerous times by email, online messaging, and phone to no avail. I spent hours and hours on the phone with them being transferred from one department to the next on numerous occasions only to be disconnected. I have requested via email for someone to come out and either fix, replace, or return equipment within their 30 day return policy. I can not get a response or get connected with anyone that can help. Needless to say we are beyond frustrated and are at a loss at this point with what to do. We are out over $2k and stuck with a brand new piece of junk that is not functional. I have submitted videos of the equipment via online messaging on their website to demonstrate the issues and everything. I can not get them respond.Business Response
Date: 03/06/2023
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 get this resolved for you, please verify the model and serial number off your machine as well as send a video of the noise to ******************************************** This will allow us to provide as much infomation we can to the technician.
Thank you
Customer Answer
Date: 03/07/2023
Complaint: 19538470
I am rejecting this response because: There was not a resolution proposed in their response. I am including a video of the new machine they delivered and assembled that demonstrates the scraping squealing sound. I have sent several videos such as this to them over the last month to demonstrate the issues and still have not been contacted or been able to get in touch with anyone after hours on hold on multiple occasions. The only acceptable proposals would be to send someone to attempt to repair or replace* the machine otherwise we will need someone to pick this unit up for a return and full refund of unit, installation, and extended warranty charges.*preferred resolution
Sincerely,
*******************************Business Response
Date: 03/08/2023
Hello,
We have gone ahead and submitted a service request for a technician to come out and inspect your machine. Your service request is SO-2736438. Please allow **** business days for the technician to reach out to you for scheduling.
Thank you
Initial Complaint
Date:03/04/2023
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.
A forced December 2022 iFIT update corrupt my NordicTrack Commercial **** Treadmill. Model number NTL17219.2. By forced, there was zero notification nor ability to accept or deny the software update. With the treadmill not functioning, I reached out via messenger for assistance. I was informed to do a pinhole reset. The reset returned a message "supported API 3". Upon sending photos of the issue showing the support API 3 error, proof of purchase, and other information, I was told the console would need to be replaced. After waiting months, I received a non-functioning replacement console. Numerous attempts to troubleshoot and replace the console have been worthless. There is zero support to solve the issue. I still have a non functioning +$2000 machine. The last communication, I was told to "try and go to You Tube" to find support. The machine is bricked, by a forced update. I'm seeking support and replacement that truly fixes the treadmill. The solve is a 100% functional treadmill (as it performed perfectly prior to the update). The resolve at no cost to me, since the machine was made useless by iFIT's forced software update.Business Response
Date: 03/07/2023
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.
A member of our iFit team will be reaching 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:03/04/2023
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 Nordic track **** several years ago as well as the extended warranty. In Oct/Nov 2022 my console went blank. After a technician inspected it, he said that a new console was required. On December 5, 2022 an order was created for by the company for this console per the warranty. I have not received this part or any information on when it will arrive. The customer service is non responsive and has no answers. I would like to get the part or at least an accurate date when it will come. Thank you, *********************** Order #ICS9554378Business Response
Date: 03/06/2023
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 the delay and appreciate your patience. Please let us know if you have any questions.Initial Complaint
Date:03/03/2023
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.
To whom it may concern, I requested to have my personal information removed from their database. I was told that I would need to provide a utility bill to prove I am a resident. This makes no sense! If they check their database, they will see my package and billing information was based in CA. I don't feel comfortable providing additional information when I am exercising my right as a CA resident. Due to this particular legislation, I can request t have my information removed without documentation. I want my information removed.Business Response
Date: 03/06/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
We have confirmed that your infomation has been deleted from our database. We apologize for all the inconvienance.
Thank you
Customer Answer
Date: 03/06/2023
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 would like a copy of the deletion
Sincerely,
May WInitial Complaint
Date:03/03/2023
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.
On Black Friday 2019 I purchased a ProForm 600i, which was delivered in early 2020. It worked well without issue until iFIT pushed an update for the console, which controls the whole machine, in December 2022. This update fried the console so the machine is no longer is operable. While I recognize it is out of warranty, barely, the companys update is what resulted in the ruin of this machine and they should be responsible for its repair or replacement. This issue has apparently been experienced my many, many other ProForm owners and is well documented on myriad blogs, social media, reviews, etc. Unfortunately, I have not heard back from any inquiry I have submitted to this company and cannot continue to spend multiple hours on hold in the hope of speaking to someone. My expectation is that this company pay for the repair, including parts, or replacement of this machine/console/ electric components so that it is fully operable.Business Response
Date: 03/07/2023
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 youInitial Complaint
Date:03/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Proform bike July 13, 2021 in the amount of ******* We paid for a 4 year warranty ****** The console has been broken since December of 2022. I have been calling since January trying to get it fixed. They state the console is on back order and don't have a time frame when it will be shipped to us. They have offered a tech to come out which is also 6 weeks out for someone to come and look at it. I have called many times to try and get an answer I am put on hold for hours. They say that they are going to call back and it never happens. We are paying for a machine that we purchased a warranty for and we can not use it. Thank you ***********************Business Response
Date: 03/03/2023
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 the part is due to ship out within the next 1-2 weeks.
You can track your order at anytime at iconservice.com using your order number.
We will get this sent out as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/05/2023
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,
***********************I will accept this as a last ditch effort. It's been super frustrating waiting and waiting even thought they are offering the same machine on promo on their website right now. If it's a promo and your selling and delivering units to other customers than that proves that the part is available and shouldn't take weeks to ship. If I do not get an update on the part in 2 weeks( 14 ) business days I will contact the BBB back and most likely stop paying for the unit. !!!
Initial Complaint
Date:03/03/2023
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 Proform **** treadmill from iFit on February 18, 2021. The week of December 25, 2022 the console stopped working, which means the treadmill doesn't operate. I reached out to iFit and because the treadmill was still under warranty for parts, and they said they would be shipping a new console in 2-3 weeks. I attempted to call, submit requests for phone calls, use the instant chat feature on the website.... My phone calls were dropped, my chats were dropped, and I never received any phone call from iFit from my requests. I was just told that my console part will not be shipped until April 14th. I'm so frustrated and unhappy with not only the treadmill itself (should a treadmill break after a year and a half?!), but also the customer service and the attention to the issue that is the responsibility of the company and their product. There was not a decent attempt to make it right, and after pay $1,500 for a treadmill, I expect it to last longer than 2 years.Business Response
Date: 03/03/2023
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 the delay and appreciate your patience. Please let us know if you have any questions.Customer Answer
Date: 03/03/2023
Complaint: 19532499
I am rejecting this response because: this does not solve the problem. The problem is that a 1.5 year old console broke after I paid $1,500 for a machine. The problem is I was told a console would be shipped to me within 2-3 weeks. Now that has turned into 4 months. *** machines are going out the door with consoles, so I know they exist. Those of us who have been customers and now have broken machines should be the priority.
Sincerely,
*****************************Business Response
Date: 03/06/2023
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, we are unable to send them before as we do not have them in stock for replacment.
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.
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