Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,166 total complaints in the last 3 years.
220 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/31/2023
Type:Customer Service 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.
This item was purchased on 11/26/2022 under two transactions for a total of $1,284.87 and was delivered to my house on 1/10/23. The equipment does not work and nobody will respond from the support site. That online chat is down and also not taking calls for both Nordictrack and Ifit.
Business Response
Date: 02/02/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

We're happy to help.
Please provide more information about the issue.
Please verify the model and serial number.
Initial Complaint
Date:01/31/2023
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 Nordictrack Commercial ****, NTL14119.0 S/N KK641R0009973, on 1/3/2019. The system is still covered by an extended warranty. During the month of 12/2022 iFit pushed out an update that bricked my console. The treadmill no longer functions in any capacity. It is stuck on the iFit screen or a screen flashing between an android bot and supported api:3 error. On 1/5/2023 I was able to complete a warranty claim for a new console under Order# ICS9575427. I was told at the time of order that the console is on backorder. It has been nearly a month now and like so many other customers I have not seen a ship date, anticipated ship date, or any update from the company that the replacement console will ever be back in stock. This is a widespread problem for well over 3 months now and is subject to a class action lawsuit. The company has not publicly acknowledged this problem nor has it found a viable solution other than putting countless consoles on backorder. This isn't rectifying a problem it is kicking the can down the road and frustrating consumers. If consoles cannot be delivered in a timely fashion NordicTrack should refund the cost of these systems for the original purchase price or send out suitable replacements. No news is worse than bad news.
Business Response
Date: 02/02/2023
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: 02/02/2023

Complaint: 18959262

I am rejecting this response because: This is not a new issue and this response was not a resolution. This problem was discovered in November ************************************************ December and January. Why with such widespread corruption why was this update allowed to stay in queue? Countless threads show iFit's unwillingness to replace consoles at the onset of this fiasco but overtime relegating itself to honoring all console replacements free of charge. The caveat? Not a single consumer has indicated they have received said consoles, regardless of exercise machine model. I've seen folks waiting 3 times longer than I have for their consoles to no avail. I am not as optimistic as the company that resolution will be identified in the coming weeks. I do know that I will never buy another iFit product and I will advocate against family and friends purchasing iFit products. When I originally purchased this machine I was under the impression that I was buying a quality product from a reputable brand. Unforgettable ****** learned here.

Sincerely,

***************************
Business Response
Date: 02/03/2023
Hello,
Again, we apologize for your experience.
We will get your part order sent out as quickly as possible.
We are also happy to add the total downtime to your warranty and membership. Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:01/31/2023
Type:Delivery 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 have a Proform ****. The company did a software update that rendered my treadmill useless. There was no communication from the company that this happened. It was a nasty shock. It took me about half a day to get in touch with the warranty department to see if they could help me with the issue. I was shuffled back and forth. I have the extended warranty. They said they would replace the component. I have been checking on the website. The order is stuck "In Process." No updates. I tried reaching out via chat and I was shuffled around - again. I was given an email address to ask for help. I received an email back saying that the email address was not for the issue I needed help with. I emailed the right department and nothing. I went it to check the status on my replacement. The order doesn't show at all. I get "Order status could not be found." I called only to be told the wait was long. I called back again. Now they are saying the system is down and no one can help. I am extremely frustrated. They have handled this issue poorly.
Business Response
Date: 02/02/2023
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 this console currently has no ETA. We will have more information in the coming week or so.
We apologize for the delay and appreciate your patience as we get this resolved as quickly as possible.
You can track you 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: 02/02/2023

Complaint: 18959196

I am rejecting this response because: it is more platitudes from the business to skirt responsibility from their actions. The update rendered mine treadmill and countless others unusable. There was ZERO communication about this issue. Getting in touch with anyone to replace my part has been ***********************. My treadmill is less than two years old which still falls under warranty. I was told the part would ship in three to seven business days. Now there is no ETA? I am only able to get an answer after I complain to the BBB. I am paying for an iFit membership that can't be used. I can't trust anything this company says because it solves no issues.

Sincerely,

A K
Business Response
Date: 02/03/2023
Hello,
Again, we apologize for your experience.
We will get this part order sent out as quickly as possible.
We're happy to add the downtime to your warranty and membership.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/03/2023

Complaint: 18959196

I am rejecting this response because: once again, I dont have an ETA for my part. I need an actual date. I have a $1800 useless brick in my house. I cant exercise. It could be months before I receive my part. I want concrete answers. I am also paying for an Ifit membership that I cant use because I dont working equipment. Thats money wasted as well.

Sincerely,

A K
Business Response
Date: 02/03/2023
Hello,
We reached out to our parts team for more information.
They are able to send this part out within the next **** business days.
However, it will not have written instructions with it.
Are you okay with this?
Customer Answer
Date: 02/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept the part that ships within 7 to 10 business day. That is an acceptable time. If it does not ship in 10 business days, I will reopen the complaint.

Sincerely,

A K
Initial Complaint
Date:01/31/2023
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.
Purchased an elliptical machine from business. Received a broken machine as the rep told me on the phone after doing a video chat. Refused to send me new machine. Repaired machine. Because of essentially receiving a refurbished machine rather than a new one I purchased an extended warranty. Machine broke down again after 7 months. Took almost 2 months to get them to send a repair person. I was told to call them after the machine is repaired so my warranty can be extended and the IFIT program can also be extended. I have called multiple times and different times of the day. I'm either on hold for ********************************************************************************************************* I can be put in a Queue and they will call back but no one ever calls back. And it takes 5 minutes to get through all the phone prompts to get to this point. The online chat is a robot, so unable to get through to anyone. And I have also submitted a ticket that I got an email response said my claim will be processed ASAP. Have never received a response to my ticket. I have also replied 2x to the ticket. It's been a month of this. In the meantime I'm paying for a warranty, my machine and the IFIT program. Will try this to see if I get results. I think next route is legal action.
Business Response
Date: 02/02/2023
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 had 3 months of downtime added onto your warranty and IFIT membership for you. Your new renewal date is 08/21/2023.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 02/02/2023

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:01/30/2023
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 the iSelect Voice-controlled Adjustable Dumbbells 7 months ago. They are still under warranty but they do not work at allcalling customer service is just frustrating. You wait on hold for a minimum of one hour to not get the situation handled. I was set by a ne ****** but it does not work at all. I want a full refund for the product. I have had nothing but troubled with NordicTrack products and customer service. I talked to billing and they are telling me that I can not get a refund even though the product is still under warranty
Business Response
Date: 02/02/2023
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 dumbells 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.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you
Initial Complaint
Date:01/30/2023
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.
Purchased nordictrack treadmill thru amazon june 2021, contacted ifit directly week later to buy ext warranty. had previous issues resolved. 6 wks ago machine making a lot of noise, called cust serv spoke to management after 2 hrs they sent parts and ******* they were to set up a tech to come and fix machine. No one has contacted me so i have called 4 xs last wk, waited on hold for 2-3 hrs, getting told i am contacting wrong ***** hung up on, **** is closed. i have also tried chat online and keep getting disconnected! in past it was all set up! I have also given automated system my number for call back and never got one! On thursday jan 26th i got a live person, but no management on duty, i asked for them to call me back but i am not getting called back! Why am i paying for warranty services when they are not following thru? i am constantly getting redirected and no one should have to go thru this. i just want a tech to come and fix my treadmill-that is what i payed extra for to be covered. model number ntl17915, agreement number warranty ********.
Business Response
Date: 02/02/2023
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 have noticed that you are currently still waiting on one part to ship. It does look like this part is currently out of stock but we are expecting a shipment in within the next few weeks and will get that shipped out to you as soon as possible. The technican will be notified once all the parts have been recieved and then will reach out to schedule your appointment.
If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)
Initial Complaint
Date:01/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a NordicTrack treadmill in January 2019 and purchased the accompanying workout service, iFit, at the same time. Both the extended warranty and the iFit software have been renewed without a gap. On Tuesday, Jan. 17, 2023 my treadmill quit working. I have tried every website, phone number and chat box to schedule maintenance:
1-18-23 - used their online request for service submittal form. waited 5 days for response. none.
1-22-23 - used online request for service submittal form again.
1-25-23 - finally found a phone number. called and was on hold 20+ minutes.
1-27-23 - tried website address offered by the 'hold' announcements. waited for an agent to pick up in the live chat box. nothing.
1-30-23 - found a different phone number and called again - on hold 17 minutes. Tried live chat box again and waited 20 minutes. Tried again a couple of hours later and have been waiting 30 minutes.
Business Response
Date: 02/02/2023
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.
In looking into your account, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order is **********. You can track that at the following link:
***************************************
If you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
Thank you

Customer Answer
Date: 02/05/2023

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:01/30/2023
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.
We purchased an S22i *********** on 1/16/2021 for $2546. 98 (including tax, delivery, 4 year warranty, and iFit extended membership). Order number is NT7484495. The equipment hasn't worked for several months; the console doesn't turn on and we have tried all of the reset options available on the iFit support site. We can't reach anybody on the site and the "bot" just puts us into a mobius strip of unhelpful and irrelevant information. We have waited on phone queues for 2+ hours on several occasions - due to "heavier than usual call volume" - and finally got through on January 26. We were told that **************** would send replacement parts and schedule an appointment with a technician to fix the studio cycle. Neither of those things have happened and we can't get through to anyone to help us. We have filed several online forms requesting support and gotten no response. Just this morning we were auto-billed $433.62 for an annual iFit membership even though we can't use the equipment and have reported this on multiple occasions. Order #IF24735295. So now we have to dispute that charge on top of everything else. Again, we can't get through to anybody and the chat bot on the iFit support site keep hiccuping and restarting and is of no help whatsoever. We are so frustrated. We feel ripped off and feel that iFit is a deeply flawed and irresponsible company.
Business Response
Date: 02/01/2023
****,
First and foremost, I just want to apologize for the troubles you have faced thus far in working with us to get your machine repaired. I assure you we know it is not always a small undertaking to be in touch with us, so your patience, and willingness to remain in contact is much appreciated on our end.
That being said, I was able to check your account for updates on the order. In doing so, I was able to see it appears the Console has shipped from our warehouse as of today, and the anticipated arrival date of the replacement piece to your home is Monday 2/6. This means the road to rectification is nearing it's end, and you should have a properly functioning machine very very soon. Because of this, I did want to inquire with you before rebutting the charge for the iFit Membership. Should you wish to keep the membership, I can ensure any/all missed time is reinstated. If you are still wanting to proceed with cancelling, that is also something I can inquire on for you. Please advise.
Thank you again for your outreach, and patience!
Customer Answer
Date: 02/02/2023

Complaint: 18954243

Better Business Bureau:

Hello, thank you for your response, which I currently reject since the issue still hasn't been resolved. I won't consider it resolved until the part arrives and the equipment is repaired. Regarding the iFit annual membership charge, I DO WANT TO BE REFUNDED because I already purchased an additional year membership when I purchased the studio cycle, which I haven't even activated because the equipment has been broken for the past several months.

Sincerely,

*****************************
Business Response
Date: 02/02/2023
****,
I will reach out now, and see what we can do on a cancellation/refund for the iFit Membership. Please give me a few days to get that situation evaluated, and squared away. Thank you!
Initial Complaint
Date:01/30/2023
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.
NordicTrack treadmill has stopped working. Tried to contact customer support, took over an hour for them to answer my call, then part way through the agent hung up on me. Issue has not been resolved.
Business Response
Date: 02/02/2023
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. Can you please tell me what your console is doing? is it black? white? or stuck on a screen? Did you do a update? any infomation you can give us on it will be helpful.
Thank you
Customer Answer
Date: 02/02/2023

Complaint: 18954255

I am rejecting this response because:
I cannot reach the support line. I have tried to call them multiple times.
Either I cannot reach an agent or when I do I am dropped and no returns my call.

Sincerely,

*********************************
Business Response
Date: 02/03/2023
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. Can you please tell me what your console is doing? is it black? white? or stuck on a screen? Did you do a update? any infomation you can give us on it will be helpful.
Thank you
Initial Complaint
Date:01/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my NordicTrack Commercial **** NTL17229 treadmill in July of 2020 and paid $2299. Due to the forced update my treadmill will not work. It wouldn't go past the white ifit screen and now the screen is blank. I have tried all the methods to reset it. I have called the customer service line multiple times but I am unable to get anyone on the phone. Waiting as much as 3 hours before giving up. The machine itself is outside of the warranty however after doing research I have learned that this is not an isolated incident. This was a software update done by ifit pushed through to machines that caused them to not work anymore. The company wants customers to pay $500+ for a new console when the issue is their fault. Its not normal wear and tear, this was caused by the company alone. The treadmill worked without any issues before this software update that was force out and caused my machine to be unusable. This isn't right and their will be a lawsuit is in their near future.
Business Response
Date: 02/01/2023
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 placed an order for a replacement console for you.
Order number-ICS9597638.
The console is currently out of stock.
We will get it sent out as quickly as possible.
We appreciate your patience and apologize for the delay.
Have a great day!
Customer Answer
Date: 02/01/2023

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,

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

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