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:03/01/2023
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.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 Nordic track treadmill in 2019. It has not been functioning since December 2022. I paid for the extended warranty and I have spent hours on the phone attempting to get this issue resolved. The bottom line, the treadmill does not work, because the computer board of the iFit screen has failed. I was issued an order number for a replacement Console, the beginning of January 2023. The icon fitness order number is ICS9571544 and the date of this was 12/29/22. There has been no update to the shipping. I cannot get in contact with anyone from icon fitness to help me resolve this issue. I have reached out multiple times to iFit representatives who have not been able to assist with anything. In the meantime the elliptical that we purchased in December 2022 prior to our treadmill not working is also in need of servicing which we cannot get through to anyone in regards to this. I would like to stop payments on the equipment as neither one of them are functioning. Im not sure what else can be done on our end.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 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: 03/04/2023
Complaint: 19517921
I am rejecting this response because:
This is the same response I have been receiving for months now. With no follow up of any kind. I have two questions. Can the treadmill be replaced with a functioning one? I am also still waiting for a response in regards to service on my elliptical machine. The incline is not functioning at all and I cannot get in touch with someone to come service this. If there are no options Id like to return the elliptical and treadmill for a full refund? I would much rather purchase a piece of equipment that will work for more than a few years and for one I can have serviced locally.
Sincerely,
*****************************Business Response
Date: 03/06/2023
Hello,
We apologize, we do not have any further information to provide at this time regarding the console restock.
We are working on getting this resolved as quickly as possible.
As for the elliptical, we do not see an elliptical registered on your account.
Please provide the following information to register your elliptical.
MODEL NUMBER-
SERIAL NUMBER-
PURCHASE DATE-
**************-
Customer Answer
Date: 03/06/2023
Here are the details for my elliptical purchase
Invoice # ******** Date 11/26/22
Web Order NT11285316
Order Number ******* Date 11/25/22
Customer Number ********
The model is the FS14i
I have also paid for the extended warranty at $239.95 for 6 years parts and 5 years labor
Could you please help me get set up for a technician to come to the house to fix the elliptical while we wait for the treadmill console situation to be resolved? Thank you
Complaint: 19517921
I am rejecting this response because:
Sincerely,
*****************************Business Response
Date: 03/07/2023
We apologize, you provided the model name. We will need the model and serial number off of he serial number decal located on the frame of the machine.Customer Answer
Date: 03/11/2023
Complaint: 19517921
Here is the model # NTEL71620.4Serial # *************
Sincerely,
*****************************Business Response
Date: 03/13/2023
Thank you. The elliptical is now registered.
Have you tried calibrating the incline?
Are there any other issues with the machine other than the incline?
Initial Complaint
Date:02/28/2023
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 my NordicTrack treadmill on 05/19/2019 with a fairly significant Ifit membership (two years and have continued to renew each respective year); have continued to use the treadmill successfully since it was purchased. In December 2022, the treadmill stopped working - screen is turning on and off, machine is not able to fully turn on / work. After the holidays, I started to call NordicTrack (Icon Fitness) to find out our warranty position, first phone call was 2 hours of hold time - after that hold time, an operator picked up and after explaining our issue - the phone line went dead. We made two additional calls - the same thing. The sixth call in (total over four weeks at 2 hours / hold time), we finally were able to get someone on the phone that the line did not go dead / getting hung up on. At that call, we were told that our machine is under warranty but before we could get the part ordered, the phone operator hung up the phone. The seventh call, we made the same phone call BUT again got someone who confirmed the warranty is active and then went on to say that the part has been ordered - we received an order number on 02/03/2023. We were initially told that the part was on its way, when two weeks past and their website indicated that there was no progress, we called back and were told that the part is 'in the warehouse' and would be sent out that week. We called back again on 02/27/2023 - the part is now on backorder. We are being scammed out of our warranty which is coming due in the next few months - admittedly I would be fine to purchase the part rather than buying a new machine - PLEASE HELP! Happy to provide additional information if that would bring this to resolution.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 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:02/28/2023
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.
IFIT pushed a system update to our nordictrack treadmill in Jan 2023 that bricked the machine and now we have a $2600 device that doesnt function courtesy of their defective system update. They pushed it out to other machines in November and December and similarly bricked those treadmills and have not fixed anything since then. We want the issue resolved or a money needed to obtain a new machine from a competing company as we will no longer purchase devices made by this company.Business Response
Date: 03/02/2023
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 **************.Initial Complaint
Date:02/28/2023
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.
Just as the other customers indicated, I own a treadmill that stopped working on 1/12/23 due to iFits faulty console update. I called iFit on 1/13/23 and was told I would receive a replacement console in 2-3 weeks, guaranteed, w/ a website to track the part. 3 weeks later with NO update and no responses to my repeated emails, I called again. This time, I was told, iFit would send a form to their warehouse telling them to send me the part immediately and that I would receive the part in 1-2 weeks, guaranteed. The agent signed me up for text updates though I still havent received ANY, not even a welcome text. I called today, a week later, just to get the status update. The agent explained that the part would come in 2-3 weeks and confirmed that she couldnt transfer me to a supervisor to escalate the issue. When I asked how sure she was that this time I would actually receive the part in the time she specified, she told me that it changes day by day and that I could complain to customer service if I wanted to call back. Also, I always volunteer to provide feedback on the calls yet iFit always calls DURING the call with the agent, so customers have NO option for providing feedback. I decided, like Sisyphus, to try talking to customer service, though *********************** phone menu provides NO options to do so and basically sends the customer to even more menus after they make their selection. Finally, an agent responded and confirmed: this is a VERY common issue, the console is backordered, many customers are waiting longer than I am, it will take 4-6 weeks at least before I receive the replacement part (idk if I believe that), and that agents are instructed to tell customers itll be 2-3 weeks regardless. At this point, Im paying for 2-4 months at least of an iFit membership I cant use and purchased a gym membership to use their treadmill since mine wont work. The customer service is the worst Ive encountered. They have offered NO recompense for the wasted time or money.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 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: 03/01/2023
Complaint: 19514327
I am rejecting this response because: My complaint clearly states that I was LIED to multiple times in regards to the timing of when I will receive this part. I was told yesterday that it would arrive in 2-3 weeks, guaranteed, and then I was told in 4-6 weeks, guaranteed, and now this response is indicating that there is no ETA at all? This is clearly a fraud at this point.
Sincerely,
*******************Business Response
Date: 03/02/2023
Hello,
We apologize for your experience.
The current information we have regarding the *** is the 4-6 weeks that you were previously quoted.
We will get this resolved as quickly as possible.
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