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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We've had a NordicTrack S22i Studio Cycle for about a year. We were really happy with it up until January when it died (wouldn't boot up). I've contacted iFit for repair at least 5 times, and our bike still isn't repaired. Initially I was sent a tip sheet that had nothing to do with the problem. I have been able to call tech support, though there's typically a 30 minute to hour wait. When I have been able to get ahold of support technician, I'm the one who has to dismantle the bike to troubleshoot the issue, and then wait about 2 weeks for parts. We have just received our 2nd set of replacement parts (with no installation instructions) and the bike is not fixed. I'm frustrated the bike still isn't working and that I'm going to have to take time off of work to make a 6th service call to get support. I'm also frustrated that the manufacturer's warranty, which includes parts and labor, seems to primarily rely on customer labor for troubleshooting and repair. As the manufacturer's warranty is set to expire next month, I'm worried the company is slow walking support trying to run out the clock.I will try to contact the business again this week to get the bike fixed. At this moment, we're wondering if we should pay for extended service plans and renewing our iFit subscription, or purchasing a competitors product.
Business Response
Date: 02/20/2023
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.
I do see as of today a service order has been set up for you. Were happy to add the down time to your warranty and 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 machine's warranty for the time that it has been down for repairs.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:02/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a relatively new Nordictrack treadmill, purchased in January 2020. The treadmill is dependent on the tablet on the console and without the working tablet, the machine is inoperable (even in a manual adjustment mode). The treadmill runs iFit software, which is wonderful, however a recent update completely crashed the tablet rendering it completely inoperable. The company has promised to send out a replacement console, however Ive not received the replacement or a confirmation as to when it will be delivered.My machine has been down since mid-December 2022.Business Response
Date: 02/20/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account it appears that there is no current ETA for the console.
We apologize for the delay.
We will get this sent out as quickly as possible.
We're happy to add the total downtime to your membership once your machine is back up and running.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/20/2023
Complaint: 19429583
I am rejecting this response because:My machine was very expensive (more than $2,000) and Ive had multiple issues with it. If the company cannot commit to a date for the new console, then I would prefer they reimburse me for the machine so that I may buy a new one.
Sincerely,
*****************************Business Response
Date: 02/21/2023
Hello,
We understand the frustrations. Again, we apologize for the delay.
We will get this resolved as quickly as possible.
You can track your order at anytime at iconservice.com with your order number.
Customer Answer
Date: 02/27/2023
Complaint: 19429583
I am rejecting this response because:Icon Fitness should be held to a higher standard and provide a resolution to me by March 1. I expect one of the following:
1.) The new console in hand
2.) A refund provided for the treadmill so that I can purchase a new one
The last treadmill workout I was able to do was November 14th, 2022. My first treadmill workout was the day I received the treadmill, which was February 26th, 2020. That is two years and eight months. For a machine that cost $1799, for it to now be rendered inoperable is unacceptable. I want to be clear, it isn't just that I cannot access the iFIT application on the machine - the machine is unable to be used in any capacity.
If options 1 and 2 above cannot be completed by March 1, I would expect Icon Fitness to provide a rental machine free of charge to me so that I can have a working machine until the new console is provided OR a replacement machine for keeps is provided.
Sincerely,
*****************************
Business Response
Date: 02/27/2023
We apologize, our only option at this point is to wait for the part restock to resolve the current issue.
We apologize for the delay and appreciate your patience.
Initial Complaint
Date:02/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a ProForm treadmill with iFit technology in December of 2021. The treadmill was maybe used 20 times at most and by January of 2023 console is no longer functional. The iFit screen is stuck on the logo. After calling iFit and ProForm we were told to purchase a new consuls for $359!! The treadmill itself was $800. I read the iFit technology was updated and crashed these machines. Very disappointed in a product a company wont stand behind!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 youInitial Complaint
Date:02/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pro-form elliptical Model **** from them for $1299 on 12/01/2018. Immediately when the paid subscription ended, it stopped working at all rather than as advertised. They claimed this was not why it stopped working, and convinced me to buy another membership. It worked again. Now that the membership has ended, it doesn't work again. It is impossible to get them on the phone. I filled out their web form and have had no response. I texted the picture on the machine to the text for help number, and no response. I believe they are willfully and purposefully making these products stop working as stand alone machines (which they promise they will work as) as soon as you stop buying subscription services. This is unethical. I am retired and cannot afford to pay continuing subscriptions. I just want my machine to work like they promised it would.Business Response
Date: 02/17/2023
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 reached out to our iFit team and they have selected an agent to contact you directly to take care of this for you.
Cancelling the membership will not affect the functionality of your machine.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/24/2023
Complaint: 19423899
The only choices in your system were to reject the response of the business or accept the response. I think it is too soon to tell if the business will solve the problem. They did call me promptly after I submitted the complaint (although I had previously tried to speak with someone for weeks) They say that they are going to order a part and have it installed. I am hopeful that this is the case, but I think it would be a mistake to close this complaint until we see if they actually do come through on this. Is it possible to simply keep this issue open longer than 7 days, because there is no way that this is going to be resolved in a week.?Thank you for your consideration. Given that after my problem I did a ****** search and found out that the company is renowned for poor customer service and actually has a class-action lawsuit in process against them (for other products, not mine) I think it would be wise to wait and see if this is actually resolved.
Thank you
Sincerely,
*************************Business Response
Date: 02/27/2023
Hello,
It appears that your console is on it's way.
********************************************************************************************************************************************************************************
The tech will be in contact with you to schedule your visit. Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a NordicTrack commercial **** treadmill on 6/19/2020. I also purchased a four year extended service plan from UTS their extended warranty service.For the past 10 days I have been trying to contact them both via phone and email for service. My treadmill is not functioning correctly. All of a sudden, the console is not responding. The speed fluctuates, and when I try to push a button on the speed, it is not correct. For example, if I push 3 on speed, the speed goes to ****. The sped and incline do not correspond with the numbers on the treadmill. The speed fluctuates and has become dangerous for me to use it.I have put in three service requests, and each time was given a number and told that someone would contact me. After 10 days and no contact from anyone I am very frustrated. I am seeing online that this is a common problem with others as well. I contacted iFit and they will not help me due to it being out of the first one year manufactures warranty.I spent a lot of money on this treadmill, bought the extended warranty, and use it every day. It is unusable at this point. Calling the company does no good because you get put on hold for over an hour and then the only option is for them to send you a text where you fill out the information and they give you a case number which obviously nobody looks at.I am so frustrated at this point and have money invested in three more years of iFit that right now I can't even use.Business Response
Date: 02/17/2023
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.
I do see your manufactures warranty has expired so you will need to contact our extended warranty department (***) at ************** for further assistance.
Thank you!
Initial Complaint
Date:02/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a product from Ifit/Nordic Track. It was a rowing machine and I spent over **** dollars on it. The Rower does not adjust even though it has 26 different levels. They knew about this problem before I bought the machine. I tried to get it resolved and they sent a technician which I paid 170 dollars for. He told me that the machine is working how it should, but that this product is very poor design. They knew the problem before they sent the technician. This product needs a recall. They are acting like there is no issue but I see so many complaints now on the product.Business Response
Date: 02/17/2023
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 have been communicating with our escalations team.
Please continue communicating with the escalations team for faster and more efficient assistance.
Let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an exercise bike in November 2022. It was an early Christmas gift that was received and opened on December 5,2022. The bike was faulty upon arrival. I contacted IFIT by phone and was told they would send out a tech. 2 weeks later a tech came and said he needed to order a part. 2 more weeks later the part came in-my husband replaced it and the bike was still faulty. Called iFIT again. They sent a tech out again (3 weeks later this time) and he said he needed to replace the whole console. The new console came in and once again my husband replaced. The bike is still faulty. Contacted IFIT again and they requested pictures and videos of the parts that WE had to replace on a brand new bike! I emailed those to them and have yet to hear back! It is now February 16, 2023 and I have a $550 bike that I was so excited to use but doesnt even work. I cant get my money back, I cant seem to get it replaced or get anywhere with their customer service. They are just toying me along til my warranty runs out. I am a customer that purchased a product and that product is broken. I dont understand why cant I get it replaced versus keep sending parts that take 2-3 weeks to come in?Business Response
Date: 02/17/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account it appears that the agent you last spoke with attempted to send the tech back out for further diagnostics.We went ahead and setup a new service order to have a tech come out and further diagnose the issue.
Service order confirmation number-SO-2727488.
The tech will be in contact with you to schedule your visit and report back if any additional parts and service are needed.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/20/2023
Complaint: 19419103
I am rejecting this response because:I was told there are no service techs in my area. (Have had one twice already) I am now stuck with a $500 non ************. I will gladly find my own tech if you would just send me the parts I need. I emailed in pics and videos of what is not working.
Sincerely,
*****************************Business Response
Date: 02/21/2023
Hello,
Yes, we apologize.
We just confirmed that there are no techs in your area.
You're welcome to find a local tech to diagnose the issue.
We can reimburse up to $250 with proof of receipt/invoice.
The tech can diagnose the issue and report which parts are needed to resolve the issue and we can get the needed parts ordered.
Please let us know if you have any questions.
Initial Complaint
Date:02/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I own a NordicTrack Commercial **** treadmill that has broken 3 times in just over three years. For the second time in just over year, the deck of the treadmill has cracked. In Jan of 2022, just one year after purchasing the treadmill, the deck developed a crack.iFit sent a replacement and I paid $159 for tech to come to my house and replace it. Just about a month later, the control unit on the treadmill failed. Again, iFit sent a part and again paid $159 to have the tech replace the controller. Now a year after replacing the deck it has again developed a crack and is unusable. I am the only person that uses the treadmill and weigh 158 pounds. I have lubricated the deck and belt at regular intervals as recommended in the manual. After paying about $2,500 for the treadmill 2 years ago, over $500 in iFit subscriptions, and over $300 in tech fees, I have a brick in my studio and iFit is unwilling to replace the deck. Id be fine paying for the tech again to replace the part, but clearly having the deck fail twice in 2 years on a durable good that have years of life, is a result of poorly manufactured equipment. All Id like is for ********************** to provide a replacement part. Seems silly to lose me as a customer whos had an active ********************** subscription for over two years over the cost of providing a replacement deck.Business Response
Date: 02/17/2023
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 do see that your machine is no longer covered under warranty.
Any future parts and/or service orders will have to be paid for.
You can do so by contacting our non-warranty team directly at-************.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a treadmill with the iFIT console at Dick's ******** Goods in 2019. The purpose of the treadmill was to be used sparingly in a physical therapy setting. A few weeks ago, the console stopped working. The screen would change from black to the iFIT logo and back to a black screen. We contacted iFIT and were asked to register the equipment, which we then did over the phone. The representative informed us our labor warranty had expired but our parts warranty was still active. We verified this information with another representative as well; we had to pay for the tech visit but any required parts would be fully covered under our warranty. We paid the $159 fee for the tech visit; he determined a new console was needed. The tech had uploaded our parts to our iFIT account; we were told to contact iFIT to process the parts and schedule a visit for install. When we called iFIT to do so, we were informed our parts warranty was no longer effective and we were required to pay for the parts. After spending multiple hours on the phone over the course of a few days, speaking with multiple representatives, we were finally transferred to a supervisor. The supervisor explained our warranty is no longer active because we are in an office setting and not a home setting. This was the first and only time a representative mentioned that. The supervisor agreed to have the prior calls listened to but refused to honor the warranty if in fact we were given the wrong information. She said we would be required to pay $344+tax for the console and $65+tax for a second tech visit. This went from a $159 issue to almost $600. A legitimate company would honor the information given by their representatives. It seems like the company was trying to save money by giving us the run-around and being dishonest about our available warranty. I would advise any potential customer to heavily research before purchasing from iFIT.Business Response
Date: 02/16/2023
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.
Our machines are not meant for commercial use, they are meant for only personal use. As the machine is being used in a commercial setting we are unable to send out any parts or service.
If you have any further questions, please contact our non warranty department at ************ for assistance.
Thank you.
Customer Answer
Date: 02/16/2023
Complaint: 19415455
I am rejecting this response because our office was allowed to register the treadmill to our business name (which has Physical Therapy in the title) and schedule a service call to our office, pay $159 in advance for the visit and all this AFTER being told that the labor service was non-warranty but parts would be covered under warranty. Why would we pay for this service if parts were not under warranty?
Sincerely,
***********************Business Response
Date: 02/17/2023
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 do apologize for your experience. As the machine is being used in a commercial setting we are not able to sent out any parts, we do apologize. Please visit iconservice.com to order parts or contact our non warranty department for assistance.
Thank you.
Customer Answer
Date: 02/17/2023
Complaint: 19415455
This response was sent 2-16-23. Received duplicate response from business on 2-17-23. Please respond to message below.
I am rejecting this response because our office was allowed to register the treadmill to our business name (which has Physical Therapy in the title) and schedule a service call to our office, pay $159 in advance for the visit and all this AFTER being told that the labor service was non-warranty but parts would be covered under warranty. Why would we pay for this service if parts were not under warranty?
Sincerely,
***********************
Sincerely,
***********************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.
We do apologize, as the machine is being used in a commercial setting you will need to order any needed parts at iconservice.com or contact our non warranty department for assistance.
Thank you.
Customer Answer
Date: 02/23/2023
Complaint: 19415455
I am rejecting this response because this in not a satisfactory response for this company's poor business practices, their customer service is disappointing and disorganized.
Sincerely,
***********************Initial Complaint
Date:02/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a proform treadmill two years ago and in the month of December 2022 it stopped working. The tablet was frozen and wouldn’t restart or work. This made the treadmill useless as it wouldn’t work without the tablet. I researched the issue online and I found out that ifit pushed an update which broke many treadmills like mine. I called and a tech told me they would send out a new tablet. The tablets were on back order because they ruined so many, but I finally received on February 15th. The tech told me to call when I received it and I could schedule a technician to come out and fix it. I called today on February 16th and spoke with Lucia Martinez. She told me I didn’t have warranty coverage for a technician and I would have to pay for it. I told her it’s not a warranty issue because they cause the damage and she told me I can’t send a technician. I want the company to make me whole for what they did and pay for someone to install this console. I’m concerned if something happens when I’m doing it they’ll blame it on me then I’m stuck with a treadmill that cost $1,300 and doesn’t work after two years. Don’t buy anything Proform, they don’t stand behind their products.Business Response
Date: 02/16/2023
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.
Business Response
Date: 02/17/2023
Hello,
We apologize, your manufacture labor warranty has expired.
If you did not purchase an extended warranty, a service order will have to be paid for.
You can do so by contacting our sales and service team directly at-###-###-####.
Let us know if you have any further questions.
Have a great day!
Customer Answer
Date: 02/17/2023
Complaint: ********
I am rejecting this response because: Proform is 100% responsible for breaking my treadmill. The company pushed a software update that destroyed the console. I never accepted the software update, it just happened. Therefore, Proform is liable for parts and SERVICE! If this isn’t resolved I’m going to contact a law firm and inquire about starting a class action lawsuit. I know a lot of treadmills were affected by this and all of those people deserve to be compensated as well. I’ve been with out my treadmill for months and I think punitive damages are in order too, as Proform is clearly trying to take advantage of consumers!!!!
Sincerely,
**** ******
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