Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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:02/21/2023

  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. 

• 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.

  Treadmill NTL14119.1- appears to only have a white screen; will not start up; only incline/decline and fan work. We bought this thinking we were buying a quality product. It appears that there was an update which has disabled this treadmill. We have tried reset, but this still does not work. This time it looks like it is a technical glitch that has rendered it useless. Serial#*************- purchase price $1693.

  

  Business Response

  Date: 02/21/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. 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: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 x22i treadmill broke in October 2022. It is entirely non-functional. I submitted a support request as the machine was still under original warranty and I had purchased the 2 year ended warranty as well. I said this up front. It took well over month for them to confirm that I had the warranty I said I had. They then told me to get in touch with some other group for repair. After extreme communications delays, in December 2022, they finally ascertained I needed a repair technician. Their soonest appointment was over a month out in January 2023. They sent me a cable in the meantime. The technician arrives and finds the entire motherboard is broken and needs to be replaced. I have had the machine plugged into a new surge protector from the day I got it so this is some sort of machine defect. The tech said he sees it all the time. Their technicians do not carry parts so he said they would send it and hed have to come back. After more delay, they finally get back in touch and say they sent the part and scheduled the tech to come back again over a month later on February 9th, 2023. He didnt show up at all. I got no email or call or text telling me he wouldnt be here. I work from home and was here all day. The repair group wont answer the phone or return my calls. I tried chat support and all they did was notify the repair group of the missed appointment. They said they cant do anything. so I have this almost $4000 machine that broke before it was even two years old and they refuse to fix it and wont communicate.

  

  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. 
  
  

  We have escalated with the tech to make sure you're contacted to reschedule your service visit. 

  We apologize for your experience. 

   

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19412759
  
  I am rejecting this response because: this was already supposedly escalated to the tech and coordinator by customer service several weeks ago and I have heard nothing. I am approaching half a year without a functioning machine. I do not want the machine as NordicTrack has failed in reasonable repair time warranty obligations and has demonstrated a continued inability to service the machine.

  I would like the machine taken back. Have a tech or white glove service remove it. And I'd like a fair market value refund for it. I don't even need what I paid for it but I refuse to continue having a problematic machine in my house with many months of my paid for extended warranty already burned up by failure to communicate and failure to repair. 

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

  

  Business Response

  Date: 02/22/2023

  Hello, 

  We're sorry to hear that you have not heard from the tech. 

  It has been escalated once more. 

  As for a return, this is not an option as your machine is well outside of the 30 day return window. 

  We apologize, we will get this resolved as quickly as possible. 

• 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 T 6.5 si treadmill from NordicTrack in 2018. I am the only one who has ever used it and it's never been moved. Some time last December 2022 and January 2023 the machine stopped working. I noticed that the console had come on all on its own and looked like it was updating. The screen then got stuck on a white iFit screen. Then eventually it went black and the console/screen has remained unresponsive ever since. I have spent weeks calling NordicTrack. I have been kept on hold for hours only to have my call disconnected. The few CS folks I did talk to were totally unhelpful, except one guy. I explained to him that the outlet was working ( I tested it by plugging in a fan); the safety magnet key was secure; machine was turned on; and the controller displayed a solid (not blinking) red light and a green light. I sent him.photos of the wires and controller. He thought it was something with the console but couldn't help further. I am fairly certain that the recent software update destroyed my console. I would like NordicTrack to replace my console free of charge. This is their error, not mine. They pushed out an update ( I did not request or agree to an update) that destroyed my console. Their treatment of their customers is absolutely appalling.

  

  Business Response

  Date: 02/21/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. 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:

  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.

  /Users/monadesktop/Desktop/IMG_3895.MOV

  Customer Answer

  Date: 02/21/2023

  I have tried to write to you and the web site won't let me as it states it is to long but I am only sending a paragraph.

  

  Business Response

  Date: 02/22/2023

  Hello, 

  We apologize, we did not receive any information. 

  Please provide information on how we may assist you. 

  Thank you.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19432353
  
  I am rejecting this response because: this business is lying. They have received many times a request to rectify this issue. I have even gone on thier app to submit an issue as well as emailed and called this company to get the treadmill repaired. Either way they have now read this email and know of the issue at this point so I expect to hear back from this company and if I dont then this company should be avoided as they are not reputable in repairing broken treadmills from the software update that they placed into the treadmills computer and damaged my equipment as well as did not refund my cancelled membership as also requested by using the iFIT app. SHAME ON IFIT/ NORDIC TRACK!!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/23/2023

  Hello, 

  Thank you for the additional information. 

  Our iFit team will go ahead and get a replacement console ordered for you. 

  They will also follow up with you as well once the order has been placed. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19432353
  
  I am rejecting this response because:
  I have not heard a peep from this company at all after posting such a nice response, to bad thats all it is. The company has my name number and all pertinent information and I have asked they contact me and nothing. Trying to reach them many times over with them placing me on forever hold. I can not believe a company would do this to me and many others. IFIT, you have my number and email, by all means call or write to me and follow through what you claim to state you will do cause so far these are only words. Other buyers beware!!
  I would be happy to accept a new console but you have failed yet again to reach out to do so, shame on you!!,
  
  *************************

  

  Business Response

  Date: 02/24/2023

  Hello, 

  We've reached out to our iFit team once more and they went ahead and ordered the console. 

  Order number-ICS9618201

  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: 02/25/2023

   
  Complaint: 19432353
  
  I am rejecting this response because: Although upon my first reaction from the company was, great I am getting a replacement part but upon further verification I can not find a fed ex tracking number or any other means to find out a tracking number. that the company is actually sending it and not falling back on just words, which is typical for this company. I also went to the app as directed to look to see if the tracking numbers indicate any intent to ship this part or not and still nothing no proof of it. So unless I see a tracking number indicating an actual shipment then I can not believe that anything is coming to me. Unfortunately, I think this is nothing more than words to satisfy a complaint, Just need proof of a actual shipment was done, send the tracking number IFIT!!!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/27/2023

  Hello, 

  We apologize, this console is currently out of stock. 

  Due to the wide spread issue, these are on back order. Currently our next restock is expected to arrive within the next 4-6 weeks. 

  You can track your order here-****************************************************************************************************

  A tracking number will generate when the console ships. 

  We apologize for the delay and appreciate your patience as we get this taken care of as quickly as possible. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19432353
  
  I am rejecting this response because: this is unacceptable as you have provided me with nothing. Clearly you have numerous customers with this issue to the point where you are out of consoles and you should be held liable for compensating consumers a bad product. I have yet to receive even my membership for the year that was paid in full to your company as well, where is my refund? Yes I have already gone to your web site to request this weeks ago and not one dollar has been sent back to me on a treadmill that is no longer functioning. Constant *************** with this company has just responses with no fulfillment in any way. If you can not repair a broken machine created by your company software update then you should be liable to refund my money which I gave to you over 2800$. If I took that from your company then I would be charged with a crime.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/20/2023

  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.

  The proform 400i threadmill I bought suddenly stopped working. It seems to be due to an auto update as several users have complained about the same issue. Also, there is a shortage of parts and I cant even order the console. I barely used the threadmill and now it powers on but the table it came with just stays on the ifit screen.

  

  Business Response

  Date: 02/21/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. 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:02/20/2023

  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.

  My Nordic bike is not working. The service company that Nordic is using is not reliable or dependable. The technician that was at my home indicated they are not trained to repair Nordictrack equipment. I have had a technician at my house trying to fix various problems since I purchased it in 2019. My bike at this point has not worked since December 2022. The service company is refusing to replace the bike and is not following up with the repair company that has left my bike nonfunctional.

  

  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 have reviewed your account and have reached out to our service team to get this taken care of as quickly as possible. 

  We apologize for your experience. 

  We will reach out to the tech and request more information about the current issue to get this resolved. 

   

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19437383
  
  I am rejecting this response because:

  The contracted company  that was hired to conplete the work has 48 hours to provide documentation of what is wrong with the bike and what repairs need to be completed.  *********** contractor was at my home Feb. 7 and Feb. 14. The contractor has yet to provide information to the repair company regarding what the diagnosis is. *********** company will not inform me of when will I be able to have this lemon bike replaced. It has been serviced every year since 2020. When will I be notified of the status? No one is contacting me. If the repair company does not repond then what is next? Its almost March and I have not used the bike since December 
  
  Sincerely,

  
  
  *********************

  

  Business Response

  Date: 02/22/2023

  Hello, 

  The tech has been communicating with our service team to get this resolved. 

  If you'd like to speak with someone for updates, you're welcome to contact our extended warranty team directly at-*************. 

  We will get this resolved as quickly as possible. 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19437383
  
  I am rejecting this response because:
  My bike needs to replaced or fixed for me to agree. Neither one has happened yet.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/27/2023

  Hello, 

  Please contact our extended warranty team for further assistance. They can be reached at-(800)We  677-3838. Their hours are from 7-5 MST.