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:02/07/2023
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.
Nov 2021 I purchased an incline trainer ***************************** SERIAL #: ************* PURCHASED AT: ************************ PURCHASE for $3000.00. Not the cheapest treadmill. To start the machine came with a broken dashboard cup holder panel, admitted by rep who did video trouble shooting that it was manufacturer damage and should not have passed quality and gone out like that, then the stickers with brand name fell off within 2 weeks. The reason for my report however, Oct 2022 I had a walking belt because anything faster than a walk makes a terrible noise. I was told my warranty would cover it. I was also told I would be shipped the parts to try to fix it, instead of sending a tech and if that didn't work I could request a tech, but strongly suggested I try, but again I was covered and once the parts were received i could call back to schedule a tech but that could not be done until parts were in. Also, she then told me I should renew/pay for my extended warranty to make sure no lapse in coverage. I paid for that as well over $200. During this call I told the rep I would not be handling it soon due to a busy Nov with out of town wedding, birthday and Thanksgiving. She assured me it was ok because I was covered either way. When I got back to normal at the beginning of Dec after 15, yes 15!!!! Calls, between the company and extended blaming each other and transferring and hanging up on me I was finally told by a Supervisor that my issue would have been covered had I called the day after Thanksgiving because they were open??!!! But since I called in Dec it was too late. I told her per my previous conversation that I was told either way I was covered. I reported it before my warranty expired and purchased an extended warranty, and I waited to receive the parts to call back. I did EVERYTHING Nordictrack told me to do. She simply said there was nothing she could do. All I was asking was for a tech to install the parts as they told me they would on my $3,000 treadmill.
Business Response
Date: 02/10/2023
Hello,
We have set up a service order as a one time courtesy to have them install the replacement parts.
They will be contacting you within the next 3-5 business days.
Please know that any future service orders will have to be covered by the extended warranty.
Please let us know if you have questions.
Have a great day!
Customer Answer
Date: 02/10/2023
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:02/06/2023
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 Nordic track s15i back in 2020. We used it religiously and loved the equipment a lot! Then all of the sudden our incline stopped working. We made a call and got a part delivered to put on ourselves (which we thought would be easy. Well we received the part and it didnt fit at all! So I made another call and they said they could send someone out for $150 since my warranty is no longer valid and I didnt buy the extended warranty. They also told me someone would contact me from the service department and I never heard from them. Fast forward a couple of months later after still trying to get someone to answer the phone. We are currently waiting on a call from the service department also have sent emails and I have a case number that no one has even responded to. They no longer have our bike we bought on the website so Im really confused as to what the deal is. I was told that if they couldnt fix the bike they would deem it not usable and replace the bike well how can they do anything when no one is following thru with anything at this point to let me know what is going on!?!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.
After reviewing your account, we do see that this bike is no longer covered under warranty.
We do not see a service order on your account.
Can you please provide additional information?
Customer Answer
Date: 02/09/2023
Complaint: 19345435
I am rejecting this response because:I didnt receive the calls as promised to make the service call and as stated in the email I know I no longer have a warranty which is why I was told to pay $150 for the service call
Sincerely,
*********************Business Response
Date: 02/09/2023
Hello,
You will need to contact our sales and service team directly to set up a service visit. They can be reached at-************.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/06/2023
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 stopped working completely. I tried turning on and off the machine, unplugging the equipment and still nothing. I called the nordictrak/ifit but no answer, I sent an email on January 19, 2023 and no response. I messaged by chat and I was told right now they are concentrating on new customer and sales so they cannot attend to my concerns. I tried messaging again on the chat and no response. I called on Feb 1st and I was on hold for 2 hours with no assistance. I am not interested in getting the run around and no assistance. I recently put my membership on hold because I saw that ********** option which is did not know about. I need assistance; I am not able to work out and take care of my health and no one seems to respond.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're happy to get this issue resolved.
Please provide additional information about the current issue.
Did you purchase an extended warranty for this machine?
Customer Answer
Date: 02/09/2023
Complaint: 19345373
I am rejecting this response because: they did not provide a solution. They just asked me a question and did not try to contact me. Yes i have extended warranty.
Sincerely,
***************************Business Response
Date: 02/09/2023
Hello,
Thank you.
Your machine is no longer covered under warranty.
You will need to contact the extended warranty for further assistance.
They can be reached at-**************.
Have a great day!
Initial Complaint
Date:02/06/2023
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.
Have a **** NordicTrack commercial treadmill. Ifit forced an update in August of 2022 that caused console to stop working. Treadmill was still under warranty. They finally sent a new console in October 2022. Couldnt use treadmill for two months. Installed new console and it only worked two months. Same error as original console. Been calling them for 5 days and finally got through to be told nothing they could do. So I basically have a treadmill that has had two consoles and wont work! Cant believe my treadmill was under warranty when this all happened and now they wont send me another console knowing the reason it wont work. There are complaints all over social media and a law suit against ifit. They pushed an update that causes console to not respond. Guess everyone should join the lawsuit to get our money back.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.
Are there any errors on your new console? If so please try a pinhole reset and send us an image of the error. Please also provide the machines model and serial number.
Thank you!
Initial Complaint
Date:02/06/2023
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 brand new Norditrack treadmill for $1799 on September 23, 2022 and December 28, 2022 the walking platform in now cracked. I have constantly tried to contact the company for warranty support but keep getting the run around. I now have a broken treadmill that I cannot use and can't seem to get any resolution from the company. They keep saying the part is coming in, but never does. Its too late to return the item so now I am stuck with an inoperable treadmill. At this point I would like for them to replace the treadmill with a new one. I am a DISABLED VETERAN and rely on fitness equipment to do my required walking rehab exercises.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.
After reviewing your account it appears that you've been taken care of by our social media team.
Are you in need of any further assistance? Please let us know.
Have a great day!
Customer Answer
Date: 02/09/2023
Complaint: 19343971
I am rejecting this response because: The social media team did not resolve my issue, they have just repeated what was already said. They keep saying "the part is forthcoming"! I fulfilled my end of the deal. A deal is where two parties to fulfill certain obligations. I paid $1800 for the treadmill and the company promised to deliver the equipment for my usage. Well for the past 40+ days I have not been able to use the equipment that I paid for. Therefore, I see it as they are not fulfilling their end of the "deal".If the part is not available in a timely manner the business should have a policy in place to replace the equipment. I should not have to go 40+ days without being able to use the equipment. Just like automobile have a "lemon law" there should be something equivalent in this case. When I called in the warranty ticket on December 28, 2022 I was told it would be to me in 3-5 days, well we are at 40+ days. Every time I try and contact someone, I keep getting the same answer. This is not proper customer service.
Sincerely,
**************************************Business Response
Date: 02/10/2023
Hello,
Your part order has shipped.
Tracking link-
********************************************************************************************************************************************************************************
Please let us know if you have any questions.
Have a great weekend.
Initial Complaint
Date:02/06/2023
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.
December 2022 my console on my Proform treadmill would not load. It would not load to the login or home screen. I attempted device reset several times. I contacted Proform/Ifit and spoke with an agent for live chat to show that the screen was not working and has now went completely black on 12/22/22. I was told my treadmill was still covered under warranty and that my part would be sent. I called after 3 weeks of order showing still processing. I was told it would be sent and I should receive replacement console withing 2 weeks. My order is still showing as processing. I have attempted to contact customer support, waiting on hold for over an hour, I am on hold now 49 mins. I've tried several times to get a live agent in the chat but Nothing happens, unable to connect to live agent. It is impossible to get an update on this order. I would like to know when my part will be shipped. I am going on 7 weeks since I requested a replacement.Business Response
Date: 02/07/2023
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.
I have looked into this part order for you and I do see this part is currently on back order. We will have it shipped out to you once we receive a shipment.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 02/07/2023
Complaint: 19343678
I am rejecting this response because: I was told on a recorded line that the part was in and I would have it in two weeks. It was ordered 12/22/22, there has been no follow up from Ifit regarding this matter, nothing informing me that it was on "back order" Please review your call logs.
Sincerely,
*********************************Business Response
Date: 02/08/2023
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 am very sorry for the delays in your part. We are working on getting your part to you as quickly as we are able.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 02/13/2023
Complaint: 19343678
I am rejecting this response because:
Sincerely,
*********************************Initial Complaint
Date:02/06/2023
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 Proform Carbon T10 treadmill 0n 8/30/2022. The treadmill broke in November 2022. Multiple phone calls were made to the company, and hours were spent on hold or being hung up on. In the beginning of December we received harness wires to install on the treadmill, which did not fix the treadmill. The technician who came to repair the treadmill said to order the power supply board to see if that would fix the machine. It took until January 4, 2023 to receive this part. The technician came out to install that part which also didn't fix it. He then said to order the motor to see if that would fix it. The part was ordered on January 16, 2023, and still has not shipped. A representative from the company that is attempting to repair the treadmill called Proform and was told that the part is on back order with no estimate of a time it will become available. During this time I am paying $30 per month for Ifit which is installed on the broken treadmill. This was prepaid after I purchased the treadmill. So, not only am I not able to use the treadmill, I am paying for a service I am not receiving.Business Response
Date: 02/07/2023
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.
It appears that a restock will be received within the next 7-10 business days.
Once the restock has been received, your order will then ship out.
You can track your order at anytime at iconservice.com with your order number.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/10/2023
Complaint: ********
I am rejecting this response because: when I went to Facebook, I was instructed on how to pause my IFit account. That’s helpful , but I am wanting to use the treadmill. It is ridiculous to be waiting since from November to January to have a repair or replacement of this machine. I’d like an actual response to this other than “sorry for your frustration “.
Sincerely,
******* *******Business Response
Date: 02/15/2023
Hello,
After reviewing your account it appears that your part order will be delivered tomorrow.***********************************************************************************************************************
We have notified the tech to contact you as quickly as possible to schedule your visit.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:02/06/2023
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.
12/28/22 a forced update to my proform **** corrupted my console. After extended hold time I was able to get a console ordered. They informed me I would get an email confirmation but never did. called back again with extended wait time and was able to get the order number ICS9570182 and was told it would be shipped in two-three weeks. Six weeks later I am still without a part to repair my now useless machine and cannot get an expected ETA on this part. These machines are a high dollar purchase that you expect to be repairable in a timely manner. I feel like this part will not ever be delivered and am being forced to purchase new equipment.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 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: 02/09/2023
Complaint: 19342052
I am rejecting this response because: Are these machines going to be repaired or are they now useless? I have found no place on the ifit website that gives any information on this problem that I can at least keep up with the issue and solution.
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 this issue being wide spread, We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks. We are currently in the process of getting the machines repaired. We apologize for the inconvienance.
Please let us know if you have any questions.Initial Complaint
Date:02/06/2023
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.
On 09/23/22 my sister bought me parts for an exercise mirror called the Vault from IFIT. When I received them in the mail 4 parts were missing . I can never get in touch with ifit. Email .calling them staying on hold for 2 hours at time then being disconnected. The order number was ****** under ************************************ ordered placed 09/24/22. I have emailed them actually 3 days ago again and no response. I did receive part number ****** and ******. I never received parts ****** ****** ****** ******. I have Cerebral Palsy and need to start using my exercise mirror . I would like to see what the problem is with this Company. Very frustrating to pay for items and never receive them after paying for them in advance. I would appreciate any help in resolving this matter. Thank you *********************************** Again this order was paid for by my sister ************************************Business Response
Date: 02/08/2023
Hello,
We have your order date as 9/24/2021 Can you please provide a proof of purchase?
Thank you
Initial Complaint
Date:02/06/2023
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 NordicTrack treadmill that uses IFIT software. The software monitor program provided by IFIT has been having issues for several months rendering the machine unusable. The machine is otherwise working well and in excellent condition. I called the company again on 1/19/23 as the issue with the software was still occurring and I could not use the machine. They agreed to replace the software monitor program and promised that I would receive the replacement within 10 business days. I called IFIT again today 2/6/23 and they told me that I will receive the monitor within 3 months. In addition, to the 3 months that the machine has worked for one week, I now have to wait another 3 months with an item that does not work.Business Response
Date: 02/07/2023
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 at this part order for you and do see that part is currently on back order. Once we receive a shipment of that part we will ************** out 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
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