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

2,250 total complaints in the last 3 years.
226 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:02/24/2023
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.
Purchased Commercial **** treadmill and the console went bad on it. Researched and saw that this was happening to an overwhelming amount of customers with all the same response...NONE. They only was to get in touch with them is through, for me was ******* chat. If you call, you will sit for hours with no one picking up in the service/warranty department. Call the sales though, boom you are picked up right away and they are not able to help. But when I got through on ******** they put a replacement order in for my console since my parts are still covered under warranty and that was on Dec 19 with about a 4-6 week time frame and after that 6 weeks I reached out again on status and all they said is they don't have a exact eta on shipping. Highly recommend not purchasing a NordicTrack on the non existent customer service. It seems like this is going to be a waste of 1500$ that I can't get back nor be able to use again. If the response to this is, we once again don't have a ETA on the part, that's bs due to you being around for as many years as you have been and should be able to figure your parts resupply/stocking by now.
Business Response
Date: 02/27/2023
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:02/24/2023
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.
I purchased a Nordictrack Treadmill 2450 on 12/2/2022. It was delivered on 12/21/2022. When I tried to assemble the treadmill, the console assembly bracket would not turn. I requested to have a new console assembly sent and IFIT refused. After several calls and multiple emails, a service repair call was done by IFIT. After 2 months, the bracket was fixed due to lock tight being used in the nut which was never told to me during any calls. The treadmill was not completely tested and the belt and motor doesn’t work. I requested to return the machine and requested a full refund since I have a defective treadmill. IFIT still refuses to accept the defective treadmill without charging a 10% restocking fee and pick up fee of $250.00.
It is now going on 3 months and the treadmill still is not working and IFIT is refusing to issue a full refund
Business Response
Date: 02/27/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.

After reviewing your case, we are offering to waive the 10% restocking fee, however, the delivery fee and return freight fee will apply.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 03/03/2023

Complaint: ********

I am rejecting this response because: I have tried to work with the company for 3 months and the treadmill is still not repaired. At this point, I just want the treadmill returned and a full refund issued.

Sincerely,

****** ******
Business Response
Date: 03/03/2023
Hello,
Please contact our billing and returns department directly at-###-###-####.
They will be able to process your return.
Have a great day!
Initial Complaint
Date:02/24/2023
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 a nordictrack treadmill which I paid a lot of money for, and then I also paid for an ifit membership, and I also paid for full extended warranty and service coverage. Last month my wife tried to start the treadmill and got the white screen of death. Basically it wont turn on and stays stuck on a white screen with the ifit logo. I called support and they advised me of a software update that was pushed through that basically destroyed the console tablet. So there was no fix for it, other than a replacement of the console tablet. However they advised me it would take a few weeks to arrive. This was on January 18, 2023. I waited over a month and I heard nothing from them and received nothing. So I called them yesterday and spoke to someone who told me the parts are on back order and they have no idea when it would be arriving, says that it could be a few months or more, and that I just have to wait. I'm very upset over this. Why should I be without a functioning machine when I paid for the extended warranty and service? Again I paid for the treadmill, ifit membership, and warranty and service. What is the point of paying for coverage if when you need it they aren't able to help you?! This is a problem their company created and ruined all these machines because of it. They should be ashamed of how they are handling this and treating customers that paid thousands of dollars. My wife and I have health concerns and depend on the treadmill to keep us alive and healthy. It is absolutely not ok that they are taking this away for so long as they have, and possibly many more months without any care for the customer. I offered to pay an upgrade fee for a new machine if they would take this one back and issue me credit towards a new machine. But they keep avoiding this resolution. The way I'm being treated is not acceptable, and they really need to attempt to do the right thing to compensate for the damage they caused. Ifit, Please do the right thing here.
Business Response
Date: 02/27/2023
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.
Customer Answer
Date: 02/27/2023

Complaint: 19493516

I am rejecting this response because: Your response sounds pre-written and misses all the concerns I've taken the time to share with you. You are avoiding the resolutions I have mentioned which are within reason considering the circumstances. You can't just take thousands of my hard earned dollars for a product as well as services, break the product on me, and then avoid providing a solution that is completely within your ability. Any business out there that provides a faulty product would replace the product right away, and if they aren't able would offer a refund or credit for the item. By you telling me that you do not have an ETA for the replacement part, and allowing me to wait countless months without any idea if I will ever receive the said part, is neglectful, irresponsible, and not acceptable. Keep in mind I also paid for not only the ifit membership, but also the Extended Warranty. I Am giving you a chance to publicly right the wrong you did to me and my family, with a resolution that is very clear at this point. So Please either replace my entire machine, refund the machine/membership/service plan, OR offer me a credit for what I paid towards the purchase of a new machine. Your resolution isn't doing anything to help me. You are simply borrowing from me, and telling me at a later date you will give back membership time. That does nothing to help with the actual product (the treadmill) which you guys broke and currently not able to be used. If you do not accept this very realistic resolution, then I will proceed to litigation. You can't break my product I paid for and simply say at some point down the road you will take care of it. No, that's not how business works. Fix the problem now, refund what I paid, or offer a credit. This is a very simple and appropriate solution.

Sincerely,

***********************
Business Response
Date: 02/28/2023
Hi *****,
We apologize for the delay in your console order, we have reached out to our parts managment regarding your order. They have cofirmed that an ETA for consoles is 4-6 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. Thank you.

Customer Answer
Date: 02/28/2023

Complaint: 19493516

I am rejecting this response because: What is wrong with you guys? You aren't even reading my concerns, and are only sending the same exact answer as before. So My resolution request still stands, and this will be the only solution to this problem. Either replace the machine that you broke, refund me the money for my machine, or issue me a credit to be used towards a new machine. Please re read my previous comments and come up with an intelligent response. If you do not meet my requests, I will follow through with litigation and will also move forward with class action lawsuits against you guys.
You created this problem and you have to fix it within a reasonable time frame. Several months is not reasonable. Issuing me my time back that was down on my membership and service plan, is not reasonable either. I would expect you to comp me for a year of ifit and service plan along with refund or credit of treadmill. I am not getting much discussion from your company and would appreciate a thought out response.

Sincerely,

***********************
Business Response
Date: 03/02/2023
Hi *****,
Thank you for working with us to get this resolved as quicky as possible for you, we have reached out to our parts managment regarding your request. They have confirmed that they will ship out your console today for you. They will send you tracking via email so please be on the look out for that. If you have any additional questions please let us know.
Thank you
Initial Complaint
Date:02/24/2023
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.
On March 22, 2022, I purchased the NordicTrack Free Stride Trainer Model FS14i for $2,499.99 directly from the NordicTrack website. My elliptical came with a 30-day free trial iFit subscription and hence is where my problems with my purchase of the FS14i elliptical begun. I was not interested in an interactive personal training subscription with on demand and or live classes, which is what the iFit category fall under on the FS14i elliptical trainer I simply wanted a standard endurance and performance preprogramed elliptical machine, and this is what I thought I had purchased. As nowhere on the NordicTrack website does it state that the FS14i is a subscription only elliptical. There are a few beginners iFit non-subscriptions options offered however, nothing beyond the novice stag of training. I contacted NordicTrack directly 30 days from my date of purchase to return my elliptical and consequenty I learned of the 30 days return policy - the same time frame as the 30-day free trial iFit subscription. I think this is a shady return policy for such a well-known and trusted brand. More importantly, is the non-disclosure that the FS14i is an iFit subscription elliptical without any preprogrammed workouts. It is unethical to not include this information to consumers at the time of purchase either. Again, to use the FS14i elliptical without an iFit subscription is void on the website. My regret is that I did not think to reach out to the BBB Organization 11 months ago for assistance to return my NordicTrack FS14i elliptical. I would appreciate any assistance available at this time to return my brand new FS14i Free Stride Trainer as I only used it during my free trial iFit subscription. Additionally, I have recently learned that NordicTrack was purchased by iFit and I now understand why preprogramed ellipticals as well as all other exercise equipment sold by Nordic Track are not an option. I think this knowledge should be made clear to their consumers.
Business Response
Date: 02/27/2023
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 the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 10/012/2020. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible.
The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
We would be happy to continue with parts and service at this time. Thank you
Customer Answer
Date: 02/28/2023

Complaint: 18972753

I am rejecting this response because: as I stated in my original statement, the 30 days return period consequently is the same time period as the 30 days free iFit subscription. Again as I have already stated, I did reach out to Nordic Track to return my Free Stride FS14i elliptical only a few days after my free trial iFit period concluded due to the realization that without this subscription my FS14i elliptical was useless.
I was told during this call that returning my elliptical wasn't an option as it had been 30 days from the date of delivery. Once more, it was only at the end of my iFit free trail period that it became clear to me that my FS14i elliptical was useless as it did not have any preprogramed workouts options. Put simply, you must maintain the iFit subscription to use the FS14i elliptical otherwise the elliptical is inoperable. Finally, the response I received from Nordic Track regarding my monumental regret for my purchase of the Free Stride 14 elliptical read like a virtual computer generated reply. It bewilders me that Nordic Track's return policy is legally and ethically able to coincide in the exact same time frame as their 30 days free iFit subscription. And now where on the Nordic Track website does it state or indicate that the FS14i is a live or on demand classes only elliptical.

Sincerely,
***********************
Business Response
Date: 03/01/2023
Hello,
We apologize, we understand the frustration however we have a strict return policy in place, Because we were not contacted in those 30 days the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:02/24/2023
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.
Extremely horrible communication and accountability from this company. I purchased a s15i bike for my wife October 2022. Immediately after delivery and install I email the company due to a loose s**** on the handle bar. To date no response. Maybe ten uses in by my wife and the incline, resistance, speed, and cycle count no longer work. Between us both we called, attempted to chat, and emailed at least 30 times and I got through to customer service rep ******************* one time. He proceeds to tell me I have to troubleshoot the bike by taking it apart and doing various steps in order for a technician to come out, even though this bike is well within the first year of warranty let alone the extended warranty paid for. Not only was he not helpful mr disinterested in helping he never resolved the issue before he hung up. I sent two follow up emails and to date no response. Extremely dissatisfied with the lack of support from this company that sales faulty products with by far the worst customer service Ive ever dealt with when able to get hold of a live agent. Its been months and still no response or resolution to this product that cannot be utilized based on features it claimed to offer but fails to provide.
Business Response
Date: 02/24/2023
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 resolved.
However, we are not able to pull up an account with the information provided.
Please provide the following information to complete your registration.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:

Customer Answer
Date: 02/25/2023

Complaint: 19489863

I am rejecting this response because:

FULL NAME: ***************************
PHONE #: ************
2ND PHONE # (optional): ************
EMAIL: *************************
SHIPPING ADDRESS: **************************************************************** 92504
MODEL #:NTEX05121.2
SERIAL #: *************
DATE OF PURCHASE: OCTOBER 3, 2022
Business Response
Date: 02/27/2023
Thank you.
We were able to locate your account.
Please provide any pictures or videos of the issue to *************************************** and reply back here once it has been sent.
Thank you.
Initial Complaint
Date:02/23/2023
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 ordered a treadmill from Nordic Track. It came with an associated iFit membership. It also came with some complimentary gifts. The company called me shortly after shipment. They stated that the free gifts were delayed (in shipping), and they'd like to offer me half-price subscription for iFit. It took several minutes of conversation with this salesperson for me to realize that their "compensation" was actually a three-year iFit contract with almost no wiggle room to cancel. I'm generally savvy and not easily tricked, but they were very good at talking around it in such a way that it wasn't obvious that this is what they were offering. I didn't fall for it, but deliberately delaying shipment of a "free gift," and then calling to offer this kind of "compensation" seems to be a scam they run on their customers. Later, the actual treadmill made it to the local warehouse, and an automated email went out stating I would get a call in ***** hours regarding delivery and setup. I reached out to schedule delivery when I hadn't heard anything for four business days. When I contacted Nordic Track, I was so frustrated with their response in regards to the (actual) shipping delay (and frustrated with the above described scam), I stated I wanted to cancel the order. To be clear, none of the order had arrived at my home. I was told Nordic Track charges $250, plus 10% of the order cost, as soon as the treadmill leaves their showroom, if a customer wants to make a return. In my case, this would have been about $600. I was also told that this information was given to me at time of purchase, and via email. To be clear, the return policy IS available if you click on the hyperlink embedded in a pile of other information, but I would not have agreed to these terms if they were made clear at the time of purchase.
Business Response
Date: 02/24/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
We apologize, with any return fees are applied as stated in our return policy. We are not able to waive them.
Please let us know if you have any questions and if you'd like to proceed with your return.
Have a great day!

Customer Answer
Date: 02/24/2023

Complaint: 19458748

I am rejecting this response because:
The business did not in any way address the concerns in the original complaint. They did not address the lack of transparency regarding their return policy, simply stating "we cannot waive it" and also ignored the other concern in regards to scam-like behavior with their free gifts and iFit membership "offer."

Sincerely,

***********************
Business Response
Date: 02/27/2023
Hello,
We apologize for your experience and if we were unclear.
You can find our return policy here- *******************************************************************************
Please let us know if you have further questions.
Customer Answer
Date: 02/27/2023

Complaint: 19458748

I am rejecting this response because:

At this time, your business continues to ignore the content of my complaint - that you are scamming customers with your dishonest business practices. I am reporting this to the **** in the hopes they will investigate your company. I;m not a lawyer, but I believe that your lack of transparency regarding your return policy AT THE **** OF PURCHASE, combined with your attempts to trick customers into unwanted subscriptions is unethical, and possibly illegal.

Sincerely,

***********************
Initial Complaint
Date:02/23/2023
Type:Service or Repair 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 purchased my treadmill in ************************************ 2022, the company forced an update out to the software that broke the console unite of the machine, rendering it useless. When I reached out to the company, they said they would ship a new console in 2 weeks. Now, 4 weeks later, I'm still waiting and discovering other customers who have been waiting 8+ weeks as well. Not only should a treadmill be able to work without a fancy screen, but what terrible business practice to force a BROKEN update out. They're out thousands of dollars replacing these consoles but have no method to produce, manufacture, and sell because of their own poor supply chain issues. What a huge disappointment. They'd honestly be better off replacing everyone's treadmills with a current model that isn't broken vs seeking out to repair "old machines".
Business Response
Date: 02/24/2023
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: 02/24/2023

Complaint: 19455343

I am rejecting this response because: I don't believe anything will proactively be communicated as I had to outwardly reach out in the first place. They can see which consoles are in circulation, and it would have gone a lot further to proactively reach out saying "your machine may be affected by our latest update, we have issued a request for a console on your behalf". I am disappointed and think there was more that could be done beyond "we're sorry". And I'm frustrated that getting thru to customer service is so challenging that I had to resort to a BBB complaint - likely my first and only.
This is not a piece of cheap equipment. I purchased it because I was expecting baby #1 and knew, for my mental well-being, having an opportunity to run/walk indoors in my midwestern house would be a great benefit. I now have two kids and no physical outlet as we're in the throws of lake-effect winter. Disappointed.

Sincerely,

***************************
Business Response
Date: 02/24/2023
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: 02/24/2023

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 realize I'm not going to get anywhere in terms of a replacement product any faster, nor a refund, exchange or credit for new product.

Whatever,

***************************
Initial Complaint
Date:02/22/2023
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 NORDICTRACK - TREADMILL model NTL19819 serial number ************* on Amazon on May 13, 2020. I purchased a 4 year extended warranty Order Number: RCSI255141 for $191.87. The screen is blank, therefore the treadmill will not turn on. I submitted a ticked on IFIT's website on 1/19/23 case ********, to my surprise I never heard back from them. I called them on 1/25/23 and the rep set up a video chat and after some troubleshooting, stated the screen was defective and needed to be replaced (Order Confirmation ICS9591320). The first rep I spoke to said it was a software problem and would be fixed over the phone. The rep said the screen would take 3 weeks and I would have to install it myself. Since 3 weeks passed, I chatted with a **** ***************** on 2/20/23 to figure out the status. ******* stated the following "We are expecting that part in our warehouse on 5/8/23. It will then go through a quality check which takes about 2-3 weeks. Then it will ship directly to you". I told her this is unacceptable. She said she could extend my IFIT membership or warranty for 3 months. I told her I don't have an IFIT membership and extended my warranty 3 months is UNACCEPTABLE since the machine will be out of order for 6 months. She said nothing could be done.
Business Response
Date: 02/23/2023
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 we can confirm that the console is currently out of stock.
However, we are expecting a restock within the next 4-6 weeks.
Your order will ship out soon after *********** has been received.
You can track your order at anytime at iconservice.com with your order number.
We apologize for the delay.
We will get this resolved as quickly as possible.
Let us know if you have any questions.
Initial Complaint
Date:02/22/2023
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 treadmill through them in January of 2022. It didn't work from day 1. We called MULTIPLE TIMES. They have had us replace every single part to the treadmill. Had service calls come out to our house on many occasions. Put in a new electric line out of our own pocket specifically for this issue. All of the fixes were bandaids and within a week the same problem would happen and the belt would stop again. So again, we replaced every single part because they told us those were the steps we had to take before switching out as defective. Of course it got close to our warranty ending so we paid them more money to get that extended but now when we call they tell us they will send more parts since it is out of warranty. Their customer service is terrible and we have now given them so much money and are continuing to pay on something that hasn't worked from day one. We don't have time to call every single day like they want us to because you end up being on the phone for over 2 hours. This is the worst business ever and they are stealing money from people. They can take the treadmill we don't even want it any more we just want our money back we have tried every other option under the sun.
Business Response
Date: 02/23/2023
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 reviewed your account and noticed that you were assisted over the phone yesterday.
Are you still in need of assistance?
Please let us know.
Customer Answer
Date: 02/23/2023

Complaint: 19449008

I am rejecting this response because: yes we had a phone call but once again their resolution is for us to wait for another part and then the service technician to come out again and then this time it will magically be fixed even though at this point we've replaced every part on the treadmill.

Sincerely,

*********************************
Business Response
Date: 02/24/2023
Hello,
We apologize, your part order has shipped and it's on it's way.
******************************************************************************************************
Please keep us posted on how the service visit goes.
If additional help is needed we're happy to get this taken care of.
Have a great day!
Initial Complaint
Date:02/21/2023
Type:Delivery 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.
IFIT/Proform did an update to their software back in early December, and it made my Proform Treadmill completely useless. The console doesn't work at all anymore, I went through all the steps to reset the machine and nothing worked. The support agent said they would order a new console for us and it should arrive in 3-4 weeks. Well its over 2 months later and the order still shows "In Progress". No one at IFIT will answer the phone for assistance, we have left multiple support requests and have received ZERO response from anyone. The only way I have received a response is through Instagram. They acknowledged that the software update crashed a lot of their treadmills, but all the consoles are on back order. Very frustrating that we have been waiting on this console for months, while our treadmill sits completely useless. Even more frustrating when no one will pick up the phone to provide any sort of update. I'm disappointed in IFIT/Proform w/their lack of service and that they would do a software update that would make their treadmills useless. It certainly makes me reconsider who I will be purchasing future fitness equipment from in the future. Order confirmation: ICS9562147 Model # PFTL13118
Business Response
Date: 02/22/2023
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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

iFIT is BBB Accredited.