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.
- 227 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/02/2023
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 previously opened case #******** on this issue for reference. Unfortunately my decision to close that case was premature. My IFit/NordicTrack Commercial **** Treadmill's console unit was rendered inoperable while receiving a software update on Jan 3rd 2023. After spending the better part of a day trying to get (and failing to receive any) support for the issue, I opened my complaint (#********). Shortly after that an iFit representative put in an order to replace the treadmill's dead console (the treadmill cannot be used without it), so I naively thought the issue was going to be resolved. But, after two months I still have not received the replacement console and have no real estimate for it. The latest information I have on it is maybe sometime in April. I do not believe IFit has any intention of honoring the warranty on this device. We've already gone two months without being able to use this treadmill (which is unacceptable by itself) and the best case prospect is it might be fixed in another couple months. It's particularly bothersome for me since I recently had major orthopedic surgery on my shoulder and was counting on use of this treadmill for cardio maintenance in support of my recovery.I'm not expecting a full refund of the purchase price of the device (~$1900.00) as we did get over two years of use from the treadmill before it was rendered inoperable. But, some level of compensation I believe is in order (maybe a depreciated value?) so I can apply that to the purchase of a functioning treadmill to replace it with. Otherwise, what is the point of a warranty?
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: 03/06/2023
Complaint: 19524756
I am rejecting this response because: I'm not comfortable resolving this complaint until either a replacement console is received or other some other acceptable compensation is made.
Sincerely,
***********************Business Response
Date: 03/06/2023
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: 03/06/2023
Complaint: 19524756
I am rejecting this response because: While I appreciate the offer to add time to my warranty, I'm not comfortable resolving this complaint until either a replacement console is received or other some other acceptable compensation is made.Sincerely,
***********************Business Response
Date: 03/07/2023
Hello,
We understand and can assure you that we will ship out the console as soon as a restock is available. We apologize for the wait.
Thank you
Initial Complaint
Date:03/02/2023
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.
As many others have already filed complaints for, iFit provides the console for my Nordic Track treadmill. They put out a faulty update in January/February that completely rendered the treadmill useless. After a few weeks of continuous attempts to contact support, I was finally able to reach someone who tested and determined that I needed a new console. I was told 2-3 weeks. It has now been over a month and I have not received a new console and am only told that they are back ordered and dont know when they will be available. I am paying for a service and have a useless $2000 machine. This is completely unjust. I want my treadmill back functioning. Honestly, this is a health issue. I am being robbed of the yearly fee I paid and I am not able to use this expensive piece of equipment.Business Response
Date: 03/02/2023
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 questions.Initial Complaint
Date:03/01/2023
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 had previously paid for a technician repair and after the technician installed a brand new motor the treadmill did not work. I then reached out to nordictrack about my problem and did not hear back from them for months. Once I was able to get in contact with them I then got another technician repair and a new motor for my treadmill and that still hasn't solved my problem. My treadmill stops at random points and refuses to move within minutes of use.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 tech was out in February and stated that they installed the replacement drive motor and everything was working as it should.Can you please provide additional information about the current issue?
Did you purchase an extended warranty for this machine?
Customer Answer
Date: 03/04/2023
Complaint: 19523293
I am rejecting this response because: The machine looked to be working when the technician installed the new motor but when I went to use it the day after the install I kept getting the same issue that I had previously. The motor would run but after a minute or so the treadmill would completely stop when weight is on the belt. The technician had told me that if that where to be the case then a new drive board would more then likely be the solution to my treadmill not being functional. No i have not purchased an extended warranty because i already have a 3 year insurance plan on the treadmill. I dont know what route you guys want to take but I just want my treadmill to be up and running without issue. Whether that involves part replacement, complete machine replacement, refund on treadmill price, or whatever other solution, i ultimately just want my treadmill to be usable. I have had the treamill for about a year and it has been unusable for about half that time and it is partly due to the nordictrack agents closing down my chat requests whenever i tried reaching out and getting help for my issues on my machine. -thanks
Sincerely,
*******************Business Response
Date: 03/06/2023
Hello,
Thank you for the additional information.
Can you please email a video of the current issue to *************************************** and reply back here once it has been sent?
Please remove the motor hood. Once removed, you will see a green control board with a red LED light on it.
Please run the belt and provide a video of the LED light blinking pattern when the issue occurs.
Thank you.
Customer Answer
Date: 03/09/2023
Complaint: 19523293
I have sent the email containing two video attachments
Sincerely,
*******************Business Response
Date: 03/10/2023
Thank you.
It appears that your machine is no longer covered under the manufacture warranty.
Please contact our non-warranty team directly at-************.
They will be able to further assist you there.
Thank you!
Customer Answer
Date: 03/14/2023
Complaint: 19523293
Would i have to call that number or wait on a response from the email that was sent to me on a previous response?
Sincerely,
*******************Business Response
Date: 03/15/2023
Hello,
Please contact the number previously provided.
Our emails are behind and can some time to receive a reply.
Customer Answer
Date: 03/17/2023
Complaint: 19523293
Ok, i will reach out to the number. Thanks
Sincerely,
*******************Business Response
Date: 03/17/2023
You're welcome.
Have a great weekend.
Initial Complaint
Date:03/01/2023
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 from NordicTrack model ****. First use it thumps really loud the belt jitters when you are on it and feels really unsafe and it squeaks loud. I called support two days in a row and spent over 3 hours on the phone mostly waiting -- they said I would need to spend 150/hr for a tech and that the white glove service doesn't cover it actually working right (I am not kidding). I said well what about the lemon guarantee you said you have -- they have several fees they charge which amounts to half the cost of the treadmill to return it. So, right now, I have a loud noisy unsafe brand-new treadmill and not sure what to do...I am contemplating disputing the charge. ****** learned be weary of buying from them. Also, they told me to oil the belt which I did and no change.Business Response
Date: 03/02/2023
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.I'm happy to get this resolved for you, can you please send us a video of the noise to ******************************************* along with any infomation you can provide regarding the issues with the machine, we are happy to get a tech out there free of charge but just need to know what's happening with the machine so we can provide them with as much infomation as possible.
Thank you
Initial Complaint
Date:03/01/2023
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 an extended warranty on my Nordic Track treadmill. The computer has stopped working rendering the treadmill useless. I have spent HOURS on the phone attempting to get service. I have been repeatedly misdirected and misinformed. I have now been told that the necessary part is experiencing "supply chain issues." Based on my independent research, I do not believe the supply chain is the problem. It is an excuse to refuse service under the warranty. No one at iFit will respond to me. Nordic Track/iFit has taken my money, given me the runaround and wasted my time.Business Response
Date: 03/02/2023
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 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: 03/02/2023
Complaint: 19521747
I am rejecting this response because:It does not in any way resolve the issue that I and thousands of other customers are experiencing.
An apology is not a solution. This machine is under warranty which requires replacement if the issue cannot be reasonably resolved. My warranty and iFIT membership have not been suspended while the treadmill is not in use.
Sincerely,
****** "bill" ******Business Response
Date: 03/03/2023
Hello,
Again, we apologize.
We will get the console shipped out as quickly as possible.
We're happy to add the total downtime to your membership and warranty once the machine is back up and running.
Customer Answer
Date: 03/04/2023
Complaint: 19521747
I am rejecting this response because:I do not have a functioning treadmill. Based on your response, it is possible a replacement part will NEVER be available.
Nordic Track seems to have enough parts to continue to sell machines but not to repair ones already purchased.
I would like to purchase a replacement product but feel i cannot trust Nordic Track to honour its warranty or to not break another machine in the future.
Sincerely,
****** "bill" ******Business Response
Date: 03/06/2023
Hello,
Again, we apologize. We are not able to provide a replacement.
We must wait for ***********.
We will get this resolved as quickly as possible.
Initial Complaint
Date:03/01/2023
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 was recently billed $42.27 for a subscription to iFit, a service I did not subscribe to. Upon investigation, this wasn't the first time iFit had billed me for this subscription as they had billed me $250.00 a year earlier (again, no clue what this is for). I contacted iFit and they refunded the $42.27 but would not refund the original bill of $250.00. They could not provide me any proof of subscription, documentation or any additional insights. I have emailed them at ********************************** but have not heard back.Business Response
Date: 03/03/2023
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.After reviewing your account, this order was created once you purchased the machine per the terms of use agreement. So it was created on Feb 13th of 2021, charged on Feb 27th of 2022 for the $250 with the auto-renewal. Please see the terms and agreement below for further questions:
********************************************************;
****************************************************Thank you
Customer Answer
Date: 03/03/2023
Complaint: 19520933
I am rejecting this response because: No one from my family signed up for these agreement. We purchased a treadmill - not a subscription to your service.This complaint has been further elevated to my bank, the consumer protection bureau and our local congressman. If the ifit will not provide a refund, I will continue all means to remedy.
In my opinion, this is complete fraud.
Sincerely,
***********************Business Response
Date: 03/07/2023
Hello,
As stated in the terms of use: you agree to the terms of use once you purchase the machine and inside of the terms of use, it states that the membership is automatically created and is there responsibility to cancel at any point during that free time period if they do not wish to continue.
We apologize for the inconvienance this has caused you.
Thank you
Customer Answer
Date: 03/08/2023
Complaint: 19520933
I am rejecting this response because: I can I please see evidence that I agreed to this terms of service?
Sincerely,
***********************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 the 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 stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled.
If you have any further questions, please call our Billing team at **************.
Please keep in touch with your bank.
Thank youInitial Complaint
Date:03/01/2023
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.
My brand new Pro-Form Recumbent Bike caught fire! The entire control panel is fried! I called the number on the bike, the toll-free number, etc. I got one email promising a quick response on Feb 20th. Not a word since.The service branch is called iconfitness. They do not respond to any communications.The bike was assembled by their qualified provider. I just need someone to call me back! ************Business Response
Date: 03/02/2023
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 issue resolved.
Please provide all information about the issue along with any pictures or videos. You can send videos to *************************************** if you're not able to post them here.
Please reply here once the email has been sent.
Thank you!
Customer Answer
Date: 03/04/2023
Complaint: 19520286
I am rejecting this response because: I have received 2 messages similar to this one....yet no one calls or responses with any action.
Sincerely,
***************************Business Response
Date: 03/06/2023
Hello,
I have not received an email from you. Did you send a video of the issue to **************************************************?
Customer Answer
Date: 03/06/2023
Complaint: 19520286
I am rejecting this response because: I received two emails from *********************** stating that someone would get back to me as soon as possible. That last message was sent 2/20/23. Still no response
Sincerely,
***************************Business Response
Date: 03/07/2023
Hello,
Again, please provide additional information regarding the issue to *************************************** for assistance.
Customer Answer
Date: 03/10/2023
Complaint: 19520286
I am rejecting this response because:No human being will call me back AS PROMISED!Problem: Screen caught fire
Date occurred:2/12/2023
Purchase date: 12//12/2022
Sales:Online
Model No.PFX73921
Assembly:White Glove
Web Order:PF11336890
Customer No.11552858
Sincerely,
***************************Business Response
Date: 03/13/2023
Hello,
Please provide additional information regarding the issue.
Where did the machine catch fire?
Is the machine damaged?
Please provide a picture to the email previously provided.
Initial Complaint
Date:03/01/2023
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.
This is my second complaint filed against iFit for the same ongoing issue. My first complaint was at the beginning of January due to them trying to charge me for a console replacement after their software bricked my treadmill. After my complaint was filed and several phone calls back and forth, iFit finally agreed to replace my treadmill console for free. I was originally told I would have a new console delivered to my door within **** days. This was on January 19th, 2023. I finally called iFit after a month of waiting with no progress or update on my order. I was told that there would be new consoles coming into the warehouse on February 27th, 2023. I called again this morning after no updates to my order. I was told that they did receive some consoles, but there was no way to know if any of them were the specific one I needed, so no update could be given to my replacement order. Each time I call them, I'm just given an excuse as to why nothing has happened with my order. It's been two months now since their mistake bricked my treadmill and I have nothing other than an order that has been stuck in "in process" since January 19, 2023.Business Response
Date: 03/02/2023
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 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:03/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received Norditrack Commercial **** treadmill from my mother as a gift. We were using the iFit technology and a new (not optional) update was pushed out to the iFit software in Dec 2022. When we returned from vacation in Jan 2023, the screen was blank and the treadmill would not turn on. It was evident the treadmill had power, because the bluetooth light was lit up. I called a support technician, and they stated that since the treadmill was not under warranty, we would need to have a service technician out to troubleshoot. Through many hours of research, we were able to trouble shoot and determine that this was an issue directly related to the iFit update. Many messages to both iFit and Norditrack later, the issue is still not resolved. A company that is requiring frequent software updates and having issues with machines following mandatory updates, and not resolving the issue and is simply stating that the consumer is responsible for the cost. I am looking for a new working treadmill or a replacement of the console.Business Response
Date: 03/03/2023
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:03/01/2023
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.
Back in November my Nordic Track treadmill stop working. Called it in and after calling a few different times, got somebody to walk me through and found out the console has went out. The treadmill can't even be used manually without the console. So a new Console had to be order. End of December still no console, called in sever times, because IFIT don't seem to respond to emails. After being on hold for 2 hours, was told the part will arrive in 2 weeks. Come End of Janurary first part of February called in again. Told again part will come in two weeks. March 1 st called in again. Told this time part will not arrive to them until March 6th then two weeks after that I should get it, if not call back.Business Response
Date: 03/01/2023
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.
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