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

2,150 total complaints in the last 3 years.
221 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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
Initial Complaint
Date:02/21/2023
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 ordered the ProForm Treadmill Performance 800i in December 2019, and received the treadmill in late January 2020. In late 2022 the console randomly stopped working for no apparent reason. If the console doesn't function, the treadmill doesn't function. I submitted two service tickets, emailed multiple times, tried online chat, tried calling all with no resolution. They told me someone would likely have to come out during one chat, but getting an answer on the phone, a response to a service ticket or an email does not happen. This seems to be a consistent issue with their treadmills, and the lack of support is also apparently a common issue. My last treadmill lasted 10 years. Expecting a significant piece of equipment to last more than three years is reasonable. The machine is mechanically fine, it just can't run without the console and software -- lousy design. I either want a refund after only three years, or someone to actually respond and address the issue in a reasonable amount of time. And a reasonable amount of time is not waiting months for a replacement part, which apparently is what a lot of customers are experiencing per the social media post I just reviewed.
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

Customer Answer
Date: 02/23/2023

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. Someone did finally call me, they ordered a replacement part, which unfortunately will take four to eight weeks to arrive, and then extended my iFit subscription. I appreciate the assistance, I'm just disappointed that it took two months and filing a complaint with the BBB to get a response and resolution.

Sincerely,

******
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.
Received May 2021 S22i bike, would not sell us an extended warranty due to no technician in area. Screen went black, incline/decline ******************* button will not work. Called, chatted, and left messages with NordicTrack no additional assistance has been given. Brought in technician at own cost, technician unable to diagnosis/ fix due to complexity of the problem. Company has avoided multiple attempts of contacting, been hung up on, been placed on hold for over 3.5hrs on multiple occasions, Upon further investigation, numerous customers are having the same issues and lack of customer service with no resolution even with warranty.
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.
After reviewing your account, we adivse you to contact the extended warranty company directly, where they are a 3rd party company we are unable to approve a replacment for them. They can be contacted at ************** or email: ***************
Thank you
Initial Complaint
Date:02/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Studio Bike Pro 22 in November of 2022. I paid cash upfront for bike and membership. The bike arrives on November 22. After following the instructions to put it together, i found the bike did not function. the resistance was not operable. After calling and getting assistance to upgrade the firmware, it was still not functioning. they said it was a drive belt, a MONTH later a repair man shows up and says it's not the belt but as resistance monitor. On jan25 or so he arrives again. he replaced the part and the bike still does not function. So he orders a wiring harness. i still have not heard back. I called today to ask for a refund or a replacement and all i could get after being hung up on three times was we'll send the repair person back out. Mind you that this is the onset of my journey with this company. why would i want to continue down this relationship if the customer service is so difficult to navigate. I am 3 months in and I still do not have a functioning machine. at this point i'd rather jsut get my money back and by a *******.
Business Response
Date: 02/22/2023
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. 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.
After reviewing your account, we have confirmed that the tech has been notified that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:02/21/2023
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.
My NordicTrack treadmill stopped working in January, and so did thousands of other NordicTrack treadmills across the country. The problem is a known issue with the console. I called iFit's helpline and was told that they would send me another console in **** days. After not receiving it, I called again and was told it would be several more weeks because the consoles were backordered (again, this happened to thousands of treadmills across the country at the same time, so a huge number of consoles had to be manufactured). I called a few weeks later and was told it would be another 5-8 weeks. I explained that my wife is postpartum and needs an indoor means of exercise and that this time of year (winter in ********) is the time we use our treadmill most. I was told I would be given a refund for my treadmill if I hadn't received a replacement console in one week. I called again after one week, and the woman on the phone said she saw no indication in the notes that a promise of a refund was given, and she was condescending and dismissive. She said "we never do that" (meaning give refunds). Online forums are indicating that a faulty software update bricked consoles across the country, and a class-action lawsuit has been initiated. I only know of one neighbor who has a treadmill, and I recently learned that it too is a NordicTrack and it too stopped working at the exact same time as mine. Claiming that this problem isn't systemic and isn't a result of some action on behalf of the company strains credulity.
Business Response
Date: 02/21/2023
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 resolved as quickly as possible.
After reviewing your account it appears that we are due to receive a restock within the next 1-2 weeks.
We will get your order sent out as quickly as possible.
We apologize for the delay and appreciate your patience.
Customer Answer
Date: 02/21/2023

Complaint: 19440079

I am rejecting this response because I have received the same promise previously and it was not fulfilled. It also hasnt been communicated to me how I will be remunerated for my weeks with a disabled machine. How are you going to make this right? Im frustrated that social media ******** especially) is flooded with identical complaints and the company has not publicly addressed the issue.

Sincerely,
*********************

Business Response
Date: 02/22/2023
Hello,
We will get your part sent out as quickly as possible.
You can track your order at anytime at iconservice.com using your order number.
We're happy to add the total downtime to your warranty once it's back up and running.
Customer Answer
Date: 02/24/2023

Complaint: 19440079

I am rejecting this response because: I see other people in online forums were given replacement consoles that immediately stop working. I'd like a three month full warranty on my machine from the time of the receipt of the replacement console.

Sincerely,

*********************
Business Response
Date: 02/24/2023
Hello,
We're happy to add the total downtime to your warranty once your machine is back up and running.
The console has shipped and is on it's way.
********************************************************************************************************************************************************************************
Let us know if you have any questions.

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