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:01/24/2023
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.
In October 2022 my elliptical broke after owning the machine for a little over a year. I reached out to ProForm/I Fit to request someone fix the machines as I believed it was still under warranty. They sent an individual to assess the machine and they placed an order for parts. The parts arrived in mid November and at that point put in multiple phone calls to ProForm/IFit informing them the parts have arrived and was now needed the tech to come back out and install per the package I had to pay for as they said labor was no longer covered. After numerous calls and chats requests to ProForm / I Fit they finally sent someone in Mid January (over 10 phone calls/emails/chat logs) to get someone to my house. When the tech came to fix the machine he informed me that he forgot to order some parts and I would need to order them. Once again the cycle begins. Try calling ProForm / IFit and you sit on hold for hours and no one picks up the phone to assist. This company is horrible to work with
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 and as your labor warranty has expired we are unable to set up a technician for you. Please provide an image of your receipt from the time of purchase and we can get the requested parts ordered for you. If you'd like a technician to install the parts, you can contact our non 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 my NordicTrack Elite **** treadmill in March 2020. On January 23, 2023, a white screen blinking "iFit" came across the screen for about **** seconds before the treadmill ultimately went dark and no longer turns on. Upon review of complaints, sources, reviews on the internet, it appears that an iFit update being forcefully pushed to the treadmill has caused treadmills throughout the country to stop working and unable to turn on. When the customer service number for ****************** is called, no one answers. When a chat is initiated on the website, a sales person says they are the wrong department and then it redirects to a link to chat with the same person.Business Response
Date: 01/26/2023
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, the machine is no longer covered under the manufactures warranty. Please contact our non 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.
IFIT update/application crashed or "bricked" my console! My Machine is out of warranty and they are not taking responsibility to something they are at fault for. My machine is under 3 yrs old, i should not have to pay for some issue that the company implemented themselves.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 and see a console has already been ordered by an agent for you. Your order number is ICS9591804. You can track that at the link below:
**************************************************************************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 Nordic track treadmill model NTL14119 2 years ago. On November 28th it stopped working. I called their customer service number, after troubleshooting we discovered the motherboard was fried. I was told a new motherboard would be ordered and shipped and it was still within the warranty. The order number is ICS9549129 I was told it ship within the week and is very easy to install once I receive it. It has now been 2 months and I have not received it. I have emailed the company multiple times with no response. I have called multiple times and have been on hold for hours. After waiting on hold eventually a person will tell me it has been ordered. No one is able to tell me when it will actually ship. I am very disappointed and dissatisfied with the customer service in ********************* service department.Business Response
Date: 01/26/2023
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 and I do see currently the *** for this part is 2/28/23. Once we receive a shipment of the part we will have it shipped out to you.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
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.
In looking at the complaints filed here I am having the same issue as others who bought a Nordic Track treadmill and due to an update in December my treadmill has stopped working completely. Ifit failed to tell me about the update and just said they were sending me a replacement part. I have spend hours on hold in chats and phone, sent emails and no response after filing my claim. I have the order number and I want to know when I will get my order, it has been over a month. When I did speak with someone they said the order was in their warehouse. This is my order number ICS9565774. I even sent emails to support and customer service per the ****************** website since this product has their name on it and the email came back undeliverable. I just want an answer and I want my part for this $1700 piece of useless equipment.Business Response
Date: 01/26/2023
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 for you and that part is currently on back order. Once we receive a shipment we will have it shipped to you.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 01/26/2023
Complaint: 18889101
I am rejecting this response because: It tells me to call the **** number and the hold times are ridiculous. They only responded to you because they have to. I was told for 2 weeks that the part was in their warehouse waiting to ship, it does not answer how long backorder will be since it has already been over a month. How much longer do I need wait. Thanks for your help in this matter. The fact of the matter is they failed to tell me about a system update that not only caused my treadmill to be non-functional but probably 1000's of others. I want a refund for the $400 i pay annually that they just charged me.
Sincerely,
*************************Business Response
Date: 01/26/2023
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.
Currently the best ETA we have is 2/28/2023. Once we receive a shipment we will have your part shipped out. We are very sorry for the delays!
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.
My NordicTrack Commercial **** stopped working in Dec 2022. I called iFit support on Dec 15 2022 and they walked me through a process in an attempt to reset the treadmill to its factory defaults. I was told that they would send a new console and was given an order number to track the shipment. It has been over six weeks and the the console has not shipped. I can't reach support over the phone or through the chat.Business Response
Date: 01/25/2023
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.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.
On 1/2/23, my ProForm 800i treadmill had a message that there was a required software update. A few minutes after I tapped to continue the update, the screen went black. I let it go for about an hour before giving up and power cycling the treadmill. It would not start up. I worked with customer service to try to reset the unit, but it did not come back. The unit is 6 months out of warranty, so iFit says I need to buy a $650 console to repair it. I feel iFit is responsible to repair it, because their update broke it. It was a perfectly good treadmill before it was ruined by their failed update.Business Response
Date: 01/26/2023
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.
As you are no longer covered under the manufactures warranty, you will need to contact our non warranty department at ************ for assistance or you can order parts online at iconservice.com
Thank you!
Initial Complaint
Date:01/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a Commercial **** treadmill that does not work. It is registered and under warranty. When the treadmill is plugged in, there is a second of static from the speakers, and the Bluetooth light blinks but that is all.On 12/29/22 I had a local repairman visit to try to determine what the problem is. He called customer service on behalf and the ********************** customer care people won't even talk to anyone except an owner of the equipment. Nordictrack further advised that one of their own servicemen would need to look at the machine. I was assigned a case number of *********.I have called the iFit phone number twice, sat on hold for 45+ minutes each time waiting for someone to pick up the phone. On January 13, 2023 I registered this issue on the website and was given a second case number of 434119.To date, I have not heard from anyone regarding either case number. This is a large and expensive piece of junk in my home that does not work and has no company support to repair it. Worst customer service ever.Business Response
Date: 01/25/2023
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 revewing your account we do not see any cases attached to your account, the case numbers that you provided do not pull up in our system. Unfortunately it appears that you are no longer covered under the manufacturer's warranty. This means that I am not allowed to troubleshoot with you. If you would like to purchase a technician please call our parts and service sales department at **************. or if you prefer to just get the part you may order a new console at www.iconservice.com. A new console is known to fix the issue you are experencing.
Thank you
Customer Answer
Date: 01/25/2023
Complaint: 18884893
I am rejecting this response because:My warranty is not expired as stated
The case numbers came from your customer service portals
I haved called many times and no one will help any technician repair the treadmill- stating it must be a Nordic track tech-but when I have tried to schedule one of your techs to visit, no replies from your company. the treadmill was disassembled and moved, which you would have known if you read any of my other correspondence or called me regarding this complaint, nothing is faulty, it needs to be installed correctly.
Replaying to a complaint with the suggestion to buy something is a very poor practice.
Sincerely,
***********************Business Response
Date: 01/25/2023
Hi *******,
Do you have an extended warranty?
Customer Answer
Date: 01/25/2023
Complaint: 18884893
I am rejecting this response because:I do not believe so. But when we called in before new year's, I was told that it was still under warranty. That is what I am going by.
I cannot stress enough how much I would like to receive a phone call from you so we could get this remedied.
I will arrange for a service tech to visit to assess what needs to be done, I just need to speak to you to get the information.
Sincerely,
***********************Business Response
Date: 01/26/2023
Hello,
We apologize for all you have been through, As your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine.
Initial Complaint
Date:01/23/2023
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 a $1400 studio bike 9/21. The bikes screen does not work and the equipment is not useable. I have tried on three occasions to contact ifit for customer support. They do not return calls so Ive been left helpless to fix my machine. The machine has an advertised warranty of 2 years for parts so I am still within warranty and I financed bike so I am still paying for the equipment !!. Please help!Business Response
Date: 01/25/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
We are happy to get this resolved for you, can you pleaes verify the model and serial number off your machine along with confirm any error codes you are getting and the issue with the machine.
Thank you
Customer Answer
Date: 01/25/2023
My bike model number is pfex16718.4 serial number is *************. The problem Is that the bike does not power up. Screen stays blank.
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:01/23/2023
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 the high end sport equipment (bike), and warrenty from Nordictrack company, the bike stoped working few weeks ago. We tried to reach the service center multiple time, last time waited more than 2 hours on the line to wait for representative and nobody answered.We also left an option to call us back, and nobody called back.We sent also an email. Nobody replied.It happened with our other treadmill that was broken for more than 5 months and it was impossible to get service for.It looks like the company sell equipment but doesn't have ability to support her customers after the sell point.Very disappointing as we rely on this equipment as our daily routine for keeping health.Business Response
Date: 01/25/2023
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, I do see you have spoken to an agent and some parts have been ordered for you. Your order number is ICS9589091. 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: 01/25/2023
Complaint: 18882961
I am rejecting this response because:1. With the items was supposed to be scheduled a technician which I'm trying to schedule in the last 3 weeks without success. I've been transferred and called independently to the *** departments almost 10 times in the last 3 days. waited more than 10n hours in total on the line, nobody picked up the phone. I asked to talk with supervisor in order to be able to schedule technician appointment as I don't have any ability or knowledge to replace part in the system, and the representative replied that he can't transfer me to any supervisor in the company.
2. The problem was not solved! the claim that we opened on line, and the multiple emails that we send, non of them were replied by representative from the company.
3. In addition to the broken bike we have broken treadmill which is also under warranty and I try to schedule for that machine a technician as well. there is nobody to talk with.
4. As this company is not responsive to it's clients at all!!! We demand a full refund for our appliances and they can schedule a movers to pick it up!!!
5. The machines tend to need repairs and it's impossible to do business with this company. This is a non Profetional way to deal with customers. We are so disappointed from their service. if they can't meet the service level they presented before sell to the customers, which mean availability to repair broken machines when needed (especially while under warranty), they should refund us and take the machines back!
Sincerely,
***********************Business Response
Date: 01/26/2023
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.
As the machines are only covered under an extended warranty, you will need to contact our extended warranty department at ************** M-F 7AM-5PM MST to have service set up, we do apologize!
Thank you!
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