Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,157 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:02/09/2023
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 used my elliptical around 15 times. The motor is stuck on incline. I have reached out to nordictrack/if it every way possible. I have called, emailed and messaged on social media with no resolution or response. They will not stand behind their product. I paid over ***** for a machine that doesnt work after 15 times of use. Even more frustfrustrating is I have an initial membership that I can not use either. I want my money back or my machine fixed in a timely manor.
Business Response
Date: 02/09/2023
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'm happy to get this resolved for you. It looks like we need a little info regarding your machine. Please provide the following: Serial Number:
Model Number:
Where Purchased:
Date Purchased:Thank you
Customer Answer
Date: 02/09/2023
Complaint: 19371338
I am rejecting this response because: NTEL71420.0Serial number ************* was bought direct through nordictrack/ifit
Sincerely,
*************************Business Response
Date: 02/10/2023
Hello-
In looking into your account, we were able to order the necessary parts for you, a incline motor and an incline arm. The part order is ICS9605428, You can track that at the following link:
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.
**************************************************************************
If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:02/08/2023
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.
January 2023 my 3 year old treadmill T6.5 SI purchased in December 2019 stopped working. The console froze with the only the Ifit logo visible. Upon research of this problem I discovered that there was an automatic update performed that corrupted my machine and many others rendering them unusable. I contacted Norditrack and they confirmed that it was their error that caused my machine to be unusable. They said they would replace console at no charge and it would be shipped in 2 weeks. So far nothing and cannot reach customer support or parts department to ********************** progress of shipment. I have been on hold for over 2 hours on several occasions. All I want to know is when my part will arrive so I may continue with my exercise program.Business Response
Date: 02/09/2023
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 apologize for the long delay on your order. 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.
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.
Initial Complaint
Date:02/08/2023
Type: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.
In November of 2022 our treadmills console had a fatal error caused by an Ifit update. I contacted the companies customer service line and after many days and many hours, I was told this is happening to thousands and that they are only offering to replace the console if we pay for it. I then contacted the cooperate office and spoke with ********************* a customer service supervisor. He admitted it was a very common issue and said they were only allowed to offer 5% off the $400+ console. I asked for the top CS person and got ***********************, who've I tried to contact multiple times with no response. I've learned that this is an issue across multiple types of machines from rowing to bike to all types of treadmills. So obviously this is a software issue and not the responsibility of the consumer. I would like the console replaced due to their negligent software update. Thank youBusiness Response
Date: 02/09/2023
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 have looked over your account and I do see a console was ordered for you as of yesterday. We will get your part to you as quickly as we are able. Your order number is ICS9603031. You can track that at the link below:
**************************************************************************If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 02/11/2023
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.
Sincerely,
***********************Initial Complaint
Date:02/08/2023
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 and about two months ago the console stopped working. After multiple attempts to seek support using the online form and receiving no response, I attempted to contact customer service directly via phone. After extensive hold/wait times and multiple calls involving repeated troubleshooting steps that had already been attempted, it was finally determined on 1/4/22 that the console was defective and would be replaced under warranty. I was told I could expect to receive the replacement console in **** days. It is now more than a month later and I still do not have the replacement console. I have called multiple times and each time I do I am told that the warehouse does not have the part and it may take an additional 2-3 weeks before I receive the replacement part. On my last call I requested to speak with a supervisor who identified herself as "****." **** told me she would email me back if the part did not come in that week and we could pursue other options. Needless to say, I never received any email from ****. As of 2/8/22 the order status is still showing as "processing" and although I've requested text updates as well I have not received any communication at all from the company. A warranty does me no good if I am unable to get the replacement parts I need to repair the unit. At this point, if NordicTrack/iFit is unable to replace the console, I believe it should be their responsibility to replace the treadmill. The unit is inoperable without a replacement console.Business Response
Date: 02/09/2023
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 that part is currently on back order. We are working to get the part shipped out to you as quickly as we're able. We sincerely apologize for the delays!
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 02/09/2023
Complaint: 19364732
I am rejecting this response because:you have offered me no resolution other than to continue to wait indefinitely for this replacement part. If you are unable to provide a prompt replacement under the warranty you should replace the unit.
Sincerely,
*******************************Business Response
Date: 02/09/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your ********************************************************************************** return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack 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 NordicTrack 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.
You can go online at ************************************************************ to further review if you would like.
We are working on getting your part to you as quickly as we're able, we do sincerely apologize for the delays.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 02/11/2023
Complaint: 19364732
I am rejecting this response because: you are not honoring the warranty if you fail to provide a replacement for a part that is under warranty. Now that *** had the opportunity to do some research its apparent that there are a significant number of people who are having the exact same experience. Until you honor the warranty by replacing the defective part, you are in default on the warranty. The fact that you cannot provide me with any estimate of when I can expect to receive the replacement part is completely unacceptable.
Sincerely,
*******************************Business Response
Date: 02/13/2023
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 apologize, as you are not within the 30 day return window we are unable to offer a replacement or refund. We are working on getting your part to you as quickly as we're able.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 02/14/2023
Complaint: 19364732
I am rejecting this response because:it does nothing to resolve the issue I am having with not being able to get the replacement for the part that is under warranty.
Sincerely,
*******************************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.
We do sincerely apologize for the delays in receiving your part. We are working on getting it to you as quickly as we're able. Once we receive a shipment we will get your order to you as quickly as possible.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 02/16/2023
Complaint: 19364732
I am rejecting this response because:
There is a significant difference between resolving my issue and simply making excuses and providing formulaic apology responses. Directing me to call your customer support number adds insult to injury as I have already called numerous times, spent hours on hold, been disconnected, been given inaccurate information, and been given excuse after excuse. I attempted to resolve this issue via email, phone, web support ticker, and messaging through your social media platforms and have been summarily ignored.
I will accept your response when the issue is resolved and not based on empty promises from a company that has proven itself unresponsive, unreliable, and untrustworthy
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 understand and can assure you we will get your part to you as quickly as we're able.
Thank you.
Initial Complaint
Date:02/08/2023
Type: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.
A few months ago IFIT starting billing me monthly for their membership $39. The problem I have is I told them several times by email that I want the yearly membership. Highland They are impossible to reach by phone and they don't respond to my emails either. I have now paid 4 months for their membership which almost equals cost of full year membership of $180. I want these charges credited toward the year membership then I will pay difference. I just moved to a new address recently and haven't had a chance to even set up ********** so that is why I need to make this change. My address when I started the membership was *************************************************************Business Response
Date: 02/09/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
Our iFit team has updated your membership to reflect what you've paid on your individual membership. It is set up to renew yearly for individual on September 7th.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/09/2023
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. As long as it is corrected so I only pay $180 for individual membership.
Sincerely,
*****************************Initial Complaint
Date:02/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My Treadmill was updated on its own since it’s connected to the wifi and now my screen just continues to say IFIT. It won’t reset and I went online and found a thread about how it’s been happening to a lot of people. I have the NordicTrack T.9.5s IFIT and my warranty is expired. My treadmill was working fine before this update now it won’t work.Business Response
Date: 02/09/2023
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 have reached out to our IFIT department and they are having an agent contact you.
Thank you!
Customer Answer
Date: 02/13/2023
Complaint: ********
I am rejecting this response because: I was contacted several days ago by Ifit department for my information and haven’t been responded to. It’s unfortunate they can send an update and destroy ones personal possession.
Still waiting for them but I know I only have one day left to respond to you guys. Thank you for your help but this is really upsetting.. 3k down the drain.
Sincerely,
**** *********Business Response
Date: 02/15/2023
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 have reached out to this agent and have asked them to contact you again to get this resolved.
Thank you!
Initial Complaint
Date:02/07/2023
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 $2,000+ treadmill from Proform. I even bought extended warranty to cover everything. Less than 2 years after I bought it, the belt has a crack and it keeps getting caught on the sides of the treadmill every time I use it. I have contacted the company and they said they have ordered the part. A week later, I followed up, and each time i followed up, it takes almost 30 minutes and over for a live agent. I was told a few days ago that the inventory for the part has arrived and will take a week or so for QC to go through it. 3 days later, I contacted them again to find out the status. Now they are telling me that the part is on back order with no ETA in sight. Worst worst company ever. For the price of the treadmill including the extended warranty I paid for, this should not happen!!Business Response
Date: 02/13/2023
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 apologize for the delay, this part is currently on backorder it will ship out as soon as it becomes available again.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348).
Thank youCustomer Answer
Date: 02/13/2023
Complaint: 19327336
I am rejecting this response because I need to know a time line. Not an indefinite timeline. Again, the item is not an inexpensive item and I use this product 3 to 4 x a week. I can't just sit here with no definitive timeline in sight.
Sincerely,
***********************************************Initial Complaint
Date:02/07/2023
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 bout a Norditrack treadmill around February 2022 shortly after around April stopped working, incline motor gave up Called Norditrack and have been trying to fix since then at no charge. But couldnt fix . Now they want to charge me because I run out of guarantee but it should be fix under old guarantee since they been taking so long to fix with no success. I just want another machine . Since this one cant be fix but they are refusing . And want to change me to send a technician nowBusiness Response
Date: 02/09/2023
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 you are no longer covered under warranty for service.
You will need to contact our sales and service team to purchase a service visit.
They can be reached at-************.
Let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/09/2023
Complaint: 19347579
I am rejecting this response because: I know I dont have warranty anymore of treadmill but its because the business has taken months and months to fix the machine in which they have been unsuccessful to do therefore my warranty expired I just want them to issue me another machine
Sincerely,
***********************Business Response
Date: 02/09/2023
Hello,
We are not able to provide a return/replacement.
You're well outside of the 30 day return window.
We apologize. Please contact the non-warranty team for further assistance.
Have a great day!
Customer Answer
Date: 02/10/2023
Complaint: 19347579
I am rejecting this response because:they want me to pay for the repair when it should be cover under old warranty.I want them to cover all expenses to repair machine
Sincerely,
***********************Business Response
Date: 02/10/2023
Hello,
Again, any service visits will have to be paid for. Your warranty has expired.
Please contact our non-warranty team for further assistance.
Have a great day!
Initial Complaint
Date:02/07/2023
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 am being charged twice a month for my ifit individual membership for the last 4-5 months. I have reached out through chat, email and on their site. I NEVER get an actual person or a response. I just get auto emails with case numbers and nothing ever happens. When I do get a response its auto generated with links for help. Never a response on these charges. Instead of $14.99 a month they take out two charges of $14.99. That is almost $150 in charges the past 5 months for a membership which should be $75 for 5 months. I am filing with BBB because clearly ifit is running a complete scam. I am even more convinced now reading other complaints. I am asking for my account to be corrected as well as a credit for the 2nd charges I have been getting for 4-5 months.Business Response
Date: 02/09/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
I have reached out to our IFIT department and an agent will be emailing you to assist you with this.
Thank you!
Customer Answer
Date: 02/09/2023
Complaint: 19348022
I am rejecting this response because I have dozens and dozens of emails of ifit falsely telling me someone from a certain department will contact me. For over 4 months I have yet to hear a word and they continue to double charge me. When I get an actual call from a human being, not an auto generated email, and this issue is completely resolved and I am refunded the 4 months of false deductions from my checking account ~ then I will accept and potentially drop the complaint with the BBB.
Sincerely,
*****************************Business Response
Date: 02/10/2023
Hello,
They stated they would be contacting you soon. You should be contacted by them no later than Monday.
Thank you!
Initial Complaint
Date:02/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I purchased a Profornm treadmill through IFIT In October of 2021. In worked pretty well for 10 months but broke in August of 2022 well inside the one year warranty but I ended up buying an extended 4-year-warranty any way. The treadmill has been broken since August, so nearly 6 months. I've spent countless hours on the phone with ***************** I have operator names and case notes for many of the calls. They just keep mailing me replacement arts and sending out service techs (because my warranty covers it). The last time the tech came out (which is third party, not an ifit employee) was about two weeks ago. He replaced everything he said could possibly be causing the problem and the belt still won't move when you stand on it. He told me very clearly, "you need to get them to give you a new machine." I've been telling the people at IFIT since October that I felt it was a bad model and I would happily pay for an upgrade because "I just want a working treadmill." They just keep sending me parts that don't fix the problem. After the last tech left I submitted an email through i-FIT's website (Tuesday 1/31/23) telling them it needs to be replaced. I detailed the terrible customer service and 6 months of a non-working treadmill with case notes and operator names. I asked them to respond to me with a solution, that doesn't involve another 6 weeks of waiting for parts, by the end of the week or I would file a complaint with BBB. I never received a response. It seems very clear to me based on other customer feedback that i-FIT is very used to this.Business Response
Date: 02/09/2023
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 have looked over your account and I do see parts and service is set up for you. Your order number is ICS9603390. You can track that at the link below:
**************************************************************************If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 02/09/2023
Complaint: 19347408
I am rejecting this response because:I have been patient with i-fit for 6 months. I've given them every opportunity to provide good customer service. They keep saying "we're so sorry" and "We completely understand" and then they keep making me wait 6-8 weeks for more parts and more service that doesn't fix the problem. I've been asking for a replacement since November and the response is always the same. I've never filed a complaint with the BBB before because I've never experienced customer service this terrible. This machine failed after 10 months of use. Well within the original 12 month warranty. They've had 6 months to try to fix it their way. A replacement or a refund is the only acceptable response now.
Sincerely,
*************************Business Response
Date: 02/09/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
As your machine (model PFTL59420) was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter.Again, we do apologize for the issues you've had with your machine.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
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