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 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:01/26/2023
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.
I purchased workout equipment from Costco in the fall of 2020, it included free iFit software for one year, since I bought two pieces that made it two years. Two years later on October 26th, 2022, I received an email telling me that my membership had been converted to a month-to-month membership that I could cancel anytime and that I would be charged $39 + tax every 30 days (please see attached document) On November 28th, 2022, my credit card was charged a full year membership $419.76
I am attaching the email I received on October 26th, 2022 in Outlook format to maintain email headers information.
Business Response
Date: 01/31/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machine return. We completely understand where you are coming from on this matter.
We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We can’t do anything with this account until the dispute has settled.Our IFIT Membership Team has gone ahead and reactivated your account. Your new expiration date is Jan 31st of 2025. If you have any further questions, please call our Billing team at ###-###-####.
Thank youBusiness Response
Date: 02/01/2023
Hi *****,
Our apologies, your account has been deactivated.
Thank you
Customer Answer
Date: 02/06/2023
Better Business Bureau:
I was notified by my bank that iFit has reimbursed me the charges. I want to thank you for your assistance in this matter, and I would also like to thank iFit for doing the right thing in my eyes.
Sincerely,
***** *******Initial Complaint
Date:01/26/2023
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 The commercial **** from Nordic trac on september the 13 2022. We have had nothing but issues with the screen not working. There is no way of using this machine without having the screen on the machine work. It is not easy to troubleshoot the problems that we are having and its next to impossible to get a person to talk to on line. Not to mention they are always rude. This is not a small purchase **** dollars you except a little more help. And because where we are located there's no possible way that they will send someone to help. I do not have buyers remorse what i do have is a product that is useless to us and less then 4 months old. I did a lot of research before purchasing this product i thought it would be a great purchase as it turns out nothing but problems and no where to turn to get help. Thank youBusiness Response
Date: 01/30/2023
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.
Please provide the following information so we can get your machine registered.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:Thank you!
Customer Answer
Date: 01/31/2023
Complaint: 18901934
I am rejecting this response because: I need to hear back from them on what they are going to do with the complaint. As of now all there asking for is Information regarding the equipment that i purchased. There is not a response of how they will handle it and therefore i would like to keep the Ticket open until i hear back from them.
Sincerely,
*****************************Customer Answer
Date: 02/06/2023
Tell us why here.
FULL NAME:*****************************
PHONE #: ***********
2ND PHONE # (optional):**********
EMAIL: *******************
SHIPPING ADDRESS: **** *************************************** **
MODEL #:NTL14122.3
SERIAL #: *************
DATE OF PURCHASE: 09-12-2022
PLACE OF PURCHASE:.. onlineBusiness Response
Date: 02/06/2023
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.
Thank you for providing that information, where online was the machine purchased from?
Thank you!
Customer Answer
Date: 02/07/2023
The product was purchased through Nordictrack ******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.
Thank you for providing that information. Please provide additional information on the issue you're having with your machine.
Thank you!
Initial Complaint
Date:01/26/2023
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.
Purchased a NordicTrack **** treadmill in December of 2019. Also purchased the extended warranty and have renewed the IFit membership each year since. In November of 2022, the treadmill stopped working. After numerous attempts to reach support, the issue was finally diagnosed and a new console was ordered under warranty by an iFit representative on 11/29/2022. The next day I received an email from *** Service asking if I would like to schedule a technician to install the part. I waited a week or so to respond since I hadnt yet received a delivery date for the part. When I followed up with a phone call I was told that the part was due in Dec 1st, that I could probably install it myself, and that I could experience further delays if I requested installation by a technician. Since that time I have again made numerous attempts to contact support about the status of my order with no success. The order number is ICS9550539.Business Response
Date: 01/30/2023
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 into this part order for you and I do see it shipped on January 26th and is expected to be arriving to you tomorrow 1/31. ******** tracking number is 1ZX8444W0347171345
Thank you!
Customer Answer
Date: 01/31/2023
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. The part was delivered today.
Sincerely,
*****************************Initial Complaint
Date:01/25/2023
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 December 22, 2022 I received my Nordic Track R35 Bike for $1615. Putting it together we realized the track the seat was supposed to sit on was defective and when you sit and pedal the seat scrapes on the track and doesn’t attach properly. The defective piece was shipped to us already assembled. We called every number we had and spent hours on hold multiple days in a row only to be hung up on. We submitted multiple tickets online as directed with pictures and videos, and weeks later still no response. I finally called the return line on January 20th and a person by the name of Angela Barrios told us to yet again send more pictures and videos. It has now been another few days we have emailed her repeatedly with no response. We need a full refund and for the bike to be picked up as we want nothing to do with this company at all.Business Response
Date: 01/30/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We're happy to get this resolved for you.
However, after reviewing your account, we do not have your machine registered on your account.
Can you please provide the following information to take care of your registration along with pictures of the issue?
MODEL NUMBER-
SERIAL NUMBER-
PURCHASE DATE-
PURCHASE PLACE-
Customer Answer
Date: 02/13/2023
Complaint: ********
I am rejecting this response because: Nordic trak sent us a defective product. Never once being able to be put together, and did not respond once to help us with it. And now that we want to return it you want to charge us a fee? Absolutely not. We aren’t paying a single dollars for a product that was never given to us in working condition. We essentially never received what we paid for to begin with.
Sincerely,
********** *********Business Response
Date: 02/15/2023
Hello,
Again, if you'd like to process a return, the fees will apply.
Our billing and returns team is on stand by to process once you're ready.
The fees will apply-
$149.00 - 10% processing fee & $250 - return freight fee.
Initial Complaint
Date:01/25/2023
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.
On 11/22/2022 a Case was opened(21328858) for a broken bolt under a newly purchased Treadmill. Due to lack of response/none, an additional Case(21390997) was opened on 12/5/2022. I have received 3 emails from the Company asking for the same items. Name, address, model and serial number as well as photos. This has all be sent five (5) times and as of now, we have heard nothing. Our last email to IFIT was 1/18/2023 asking/requesting a follow up. No email, call, text, etc. The online chat will not help and when you attempt to call, you must be on hold over 50 minutes to reach anyone and again, no resolution.Business Response
Date: 01/30/2023
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 which parts you are needing replaced?
Thank you
Customer Answer
Date: 01/31/2023
Complaint: 18896601
I am rejecting this response because: It is not just parts. The repair will require a Certified Technician familiar with their equipment.
Sincerely,
*******************************Business Response
Date: 01/31/2023
Hi *****,
We are happy to send out a tech to install them. Please specify which parts are needed.
Thank you
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 as long as the they follow through with their agreement. The deck/base of the treadmill, has two (2) broken bolts only accessible when you lift the deck of the treadmill.
Sincerely,
*******************************Business Response
Date: 02/01/2023
Hello,
Please refer to the parts key in the back of your user's manual and specify which part is needed. We want to make sure we get you the part needed.
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 at this stage in the process. The parts(s) needed would be Key No. 16 and Key No. 8. Quantity of two (2).
Sincerely,
*******************************Initial Complaint
Date:01/25/2023
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 was able to instantly order and buy a treadmill from Nordic Trac but Try to get any help or customer service is next to impossible. Shameful and painful experience. Who has the time to wait hours and multiple days on hold only to communicate with a robot. I opened multiple cases through their website and never heard back from anyone. Horrible experience that has wasted hours of my time. I love my treadmill but I will never buy another Nordic trac. They dont support their customers, at all. Worst company support Ive ever dealt with. Non existent.Business Response
Date: 01/30/2023
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 do see there has been an order placed for a console. This part is currently on back order and we are working on getting it shipped out to you as quickly as we are able. We apologize for the delays!
Thank you!
Customer Answer
Date: 01/30/2023
Complaint: 18896575
I am rejecting this response because: At the time I ordered it it said 2-3 weeks. I have opened multiple cases with Nordic track and Ive literally spent hours trying to talk to someone to troubleshoot the issue in the first place. I had to turn to you tube and call a local machine repair man that ultimately told me to order a new console. This response is cookie cutter robot response. I do not understand how there are no actual people to talk to. The system should have known it was back ordered when I ordered it. This company clearly does not represent or stand behind their products or care about their customers. I waited on a text chat for 4 hours to even order this part. Its just not fair. This response solves nothing.
Sincerely,
*********************Business Response
Date: 01/30/2023
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 can assure you we will get your part to you as quickly as we are able. Once we receive a shipment we will have it sent out to you. We do sincerely apologize for the delays!
Thank you!
Customer Answer
Date: 01/31/2023
Complaint: 18896575
I am rejecting this response because: Circles.
Sincerely,
*********************Initial Complaint
Date:01/25/2023
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.
IFit did a software update sometime in January that rendered my $1,800 treadmill useless. My treadmill is the Nordic Track Commercial **** Model# NTL14119.1. Sometime in early January, a software update was pushed down to the treadmill. Afterward it was just stuck on the white iFit screen. Tried rebooting and nothing happened. Tried factory resetting multiple times and the screen won't even come on. I called a local repair shop and they said it was a console issue. The treadmill was kept in a climate-controlled room and taken good care of. I've tried calling but am put on hold for hours. Why has there been no communication from iFit of this issue??? This update bricked countless consumers' equipment.Business Response
Date: 01/31/2023
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 youCustomer Answer
Date: 02/02/2023
Complaint: 18894640
The company has emailed me and I have provided my information, but I do not have an order or replacement confirmation. I am rejecting this response because:low confidence in replacement being sent.
Sincerely,
*******************************Business Response
Date: 02/02/2023
Hi *********,
Your part order number is ICS9598001. 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 youInitial Complaint
Date:01/24/2023
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.
Our Proform 5000 treadmill is under warranty for the drive motor. Our drive motor was not properly functioning 13 months after purchasing the treadmill. We had an expert come out and he diagnosed the issue as a drive motor. We were instructed to call customer service as this is still under warranty. I called on 12/14/22 and sent the video of the treadmill, receipt to prove purchase, and picture of the serial number and I was told I would be sent a confirmation email, which I never received. I called back on 12/22/22 and was told that the drive motor was never ordered and that the drive motor would be sent out in 10 business days. This time I did receive a confirmation email; however, we have not received a drive motor. My husband called on 1/20/23 and was told that the drive motor request was never processed through the warehouse and that I would receive a confirmation email in 24 business hours. I never received this email. We are being given the run around and have been without a treadmill for at least two months and the treadmill is just over a year old.Business Response
Date: 01/27/2023
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 into this order for you and the drive motor is currently on back order. We are working on getting your shipped out to you as quickly as possible.
Thank you!
Customer Answer
Date: 01/28/2023
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. They already sent the drive motor; however, I find it very suspicious their response about back order and once the Better Business Bureau is involved they can find a drive motor to ship. I do not agree that this company should have an A+ rating, because they jerk their customers around until you are involved. I am concerned for the customers that do not realize that the Better Business Bureau exists to help them!
Sincerely,
******** ************Initial Complaint
Date:01/24/2023
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 NordicTrack Exercise Bicycle from IFIT with an Extended Warranty.A defect occurred and I attempted to call the company.I called at around Noon Eastern Time and received a call back 2 hours later at 2PM ******. When I explained my problem, I was switched to the ***************** where I was put on hold for over 3 1/2 hours until a woman **** got on the line. She acknowledged that I was under extended warranty and switched me again at 5:34 EST..to the EXTENDED ******************* where I am still waiting at 5:48 PM EST.This company tries to void their warranty obligations by making it nearly impossible to reach them.Business Response
Date: 01/27/2023
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 as you are covered under the extended warranty, you will need to contact our extended warranty department (***) at ************** for assistance.
Thank you!
Initial Complaint
Date:01/24/2023
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 treadmill from iFit. In late-November 2022 or early-December 2022, they automatically pushed out a software update to the machine which has left it inoperable. I contacted support on 12/2/2022 and they agreed to send a replacement console to repair the machine. It has now been 7 weeks and the part has still not shipped. Now when I call iFit support I am left on hold waiting multiple hours to talk to someone but never get anyone to answer. Also, they are not responding to emails.Business Response
Date: 01/27/2023
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 into your order and I do see the console is currently on back order. Once we receive a shipment we will have it sent out, we apologize for the delays!
If you have any further questions, please contact our Billing and Returns team at ************
Thank youCustomer Answer
Date: 02/03/2023
Complaint: 18891926
I am rejecting this response because:I was originally told the part was in stock and would ship in **** business days. After not receiving it within that time, I was told it could take up to 6 weeks. It has now been over 8 weeks and the replacement part has not shipped. Additionally, I am no longer able to successfully speak to anyone when contacting support. I have called several times and waited for an agent. One time I left it on hold for over 3 hours. Also, I have submitted several support cases to be contacted and have not received any calls or emails. Although the confirmation emails say if it is urgent to go to the ifit site and chat with them. It is only a bot you can chat with, once you request an agent it just opens another support request case with no contact besides the confirmation email. I have now been without a functional treadmill for over 2 months.
In addition to this, it appears my machine as well as many others' machines were pushed an update from iFit that caused them to no longer function. There are class actions in progress. This could explain why the console is now on backorder. It would be great if iFit acknowledged this publicly, explained how they plan to resolve it, and start providing accurate times for resolution.
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 have reached out to our parts team and they stated if you would like it shipped without written instructions for installation we can have the part sent to be built without this to get it to you quicker. If you would like this, please let me know and I will let our parts team know.
Thank you!
Customer Answer
Date: 02/07/2023
Complaint: 18891926
I am rejecting this response because:Yes. Please send the part ASAP. Without instructions is fine for now.
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 have reached out to our parts department and asked them to have this shipped to you as quickly as they're able without the written instructions.
Thank you!
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