Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,253 total complaints in the last 3 years.
- 227 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.
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!
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.
Thank your allowing me to voice a complaint about a serious incident that occurred on my Proform Treadmill, while using the IFIT PROGRAM that was installed on this machine.I was on my treadmill, while following the IFIT program, when the IFIT instructor announced a small challenge would be given at the end of this session. My machine began to accelerate at an unbelievable speed, thrusting me to the bed of the treadmill. I tried to reach to the stop button and lower the speed button, but it was totally out of my control and would not stop. This speed continued after I was thrown off the machine for an additional 15 minutes. I was injured on the right side of my body including a black eye and continued soreness to my underarm and breast and skin on my upper arm.My treadmill has been inoperable since the incident. This injury included a huge black eye, skin off my right arm, incredible soreness to my underarm, breast, and chest area.The pain is very evident during the daytime and is limiting my activities and ability to workout.My son who is an MD came immediately over after I called him. He was shocked at my physical appearance and the damage to my right side and wanted me to go to the *** but I declined because I was so visibly shaken and in shock. I felt that if I rested, I could recover. I consulted my physician, ***********************************, and was encouraged to make an office appointment, which I did.I am still making payments to *****************, for a Treadmill that is inoperable. ***************** advised me to contact IFIT, which I have tried to do numerous times, but the phone rings for over 2 hours and no one answers. However, when ***************** calls them, they answer. I had filled out an accident report through IFIT online. IFIT is refusing move forward on the incident due to the form I filled out. IFIT moved the incident report to their legal department, which is preventing me from moving forward. I have never received a phone call from IFIT.***************** has explained to me that they cannot service or replace my machine until I request the incident report is removed. However I cannot reach IFIT to lift the incident report. I did not threaten legal action or imply that. Thank you ***************************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.
As a legal complaint was filed we do need to wait until legal contacts you. They should be reaching out to you shortly.
Thank you!
Customer Answer
Date: 01/25/2023
Complaint: 18876528
I am rejecting this response because: I have been trying to reach IFIT numerous times, only to have their phone ring endlessly!!! RCWilley has been able to talk to you, because you answer their calls. However, they could not get you to resolve this issue!
Sincerely,
***************************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.
As a legal complaint has been made, we are unable to assist you until this is resolved.
We do apologize!
Thank you!
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 reached out to our legal team and they have stated they have tried emailing you. Please check your spam and if you are unable to find it, please provide a good email address for them to use.
Thank you!
Customer Answer
Date: 02/03/2023
Complaint: 18876528
I am rejecting this response because:
Sincerely,
***************************Customer Answer
Date: 02/03/2023
Hi
*************** to this recent inquiry .
I have responded no to IFITs message because the message did not have clarity in their response. They simply said they were sorry about the incident and gave no explanation on where we will go from here. When they give specifics on what they are willing to do, I will respond.
Business 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.
Please respond to their email and so they can further proceed.
Thank you!
Customer Answer
Date: 02/08/2023
Complaint: 18876528
I am rejecting this response because:This response does not resolve the issue of the release of my injuries sustained. I have NOT been able to use my treadmill sine the incident due to the fact It is not operable and will not turn on. I have been waiting for a response since November. I had requested a release form, in order for the business I purchased it from cannot come to my home and fix or replace my machine. I am still paying for the treadmill and I cannot use it due to your neglect in responding after numerous attempts to get a response. I feel that this company needs to reimburse me for the treadmill.
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.
We do apologize, as a legal complaint has been filed you will need to continue working with them to get this resolved as quickly as possible.
Thank you!
Customer Answer
Date: 02/10/2023
Complaint: 18876528
I am rejecting this response because:the company in name has not offered to address my earlier proposal.
Sincerely,
***************************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.
We purchased the Nordic Track R35 and it was installed with ******************* 12/29/22. The tension control on screen and manual have NEVER worked. I have tried repeatedly via email, laborious hours on hold on phone and have had NO RESPONSE. I began calls and email on 1/5/23, and today 1/23/23 still on hold & NO RESPONSE> We were sold a pack of lies about the full warranty that we purchased, told that we would have great service responding to us. All a lie. It seems that the only resort is to file this complaint and also hit the ****** reviews. My husband has prkinsons and this bike is considered essential to his maintaining mobility.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.
Does the console display the change when trying to adjust the resistance?
Are all other functions working?
Can you feel any difference between the highest and lowest resistance setting?
Are you able to hear the resistance motor?
Please provide the machines model and serial number.
Thank you!
Customer Answer
Date: 01/25/2023
Complaint: 18882197
I am rejecting this response because it is not resolved, no one has contacted me via phone or email and the bike does not work (tension control).Below is my reply to the companys questions:
Does the console display the change when trying to adjust the resistance? NO
Are all other functions working? YES
Can you feel any difference between the highest and lowest resistance setting? NO
Are you able to hear the resistance motor? DONT KNOW WHAT THAT WOULD BE
Please provide the machines model and serial number.MODEL #**********
SERIAL #*************
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.
I have gone ahead and ordered a new resistance ************* and set up a technician to install the part for you. The technician will be contacting you in 3-5 business days or once part has been received for scheduling.
Your order number is ICS9592152. You can track that at the link below:
**************************************************************************Your service order number is SO-2717484
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.
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 bought my nordictrack commercial **** treadmill back in September and as of today 1/21/2023 it has officially stop working. I cant even walk on it, the belt stops moving but the motor continues to run. Super frustrating, especially since I paid over $2500 for one of the best treadmills they had to offer. I submitted a ticket but still no response has been made by the company. Ive been on the phone this morning on hold for more than 90 minutes, and their call back service doesnt even work. They have horrible customer service and their top of the line machines fail to perform 5 months into use. Hopefully, Nordictrack gets this issue resolved, Im am starting to regret my purchase last September. Please do your own research before making a purchase with this company. Have a nice day!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.
I have reviewed your account and see you have spoken with an agent and parts and service has been set up for you. Your order number is ICS9589525. You can track that at the link below:
**************************************************************************Your service order number is SO-2716323. The technician will be contacting you in 3-5 business days for scheduling.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
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.
1. I bought this treadmill in November 2020 2. I paid about $4k for this treadmill 3. In August of 2022 my control board went out, so after three months I finally got a new one sent to me and my husband and I had to install. 4. Not even one month later the screen is blacked out, so I can't use my treadmill. Sometimes I can get it to run by doing a hard reset, but within hours it does the same thing again, so I can't use it more than one time without doing a hard reset. 5. I have emailed and called customer service numerous times with NO response.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.
While looking over your account, I do see you have already spoken with an agent regarding this issue. I do see a console was ordered for you. Your order number is ICS9588601. 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
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.
Issue and Actions Taken: purchased a NORDICTRACK stationary bike (S22i Studio Cycle, Model/SKU: ***********, Serial Number: *************) from BestBuy.com on February 13, 2021 for $2,149. The bike is under a manufacturer's warranty for parts through May 13, 2024. All of a sudden the bike stopped working and the screen does not turn on. I have tried multiple power outlets with no success. I have been dealing with this issue for over 2 months. Thus far I have; called the provided customer service number 5 time, remained on hold for over 2 hours with no response, and asked for a call back without an answer.
Requesting Resolution: requesting for NORDICTRACK to uphold their obligation and warranty and fix my stationary bike. This deplorable level of customer service and treatment of customers is equally disappointing and frustrating.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.We are happy to get this resolved for you, can you please tell us what's going on with with your machine? Is the screen white or black and have you done a pin hole reset on your console? If not please refer to your user's manual for those instructions. They are located in the troubleshooting and maintance section of the manual. It will give you step by step instructions along with diagrams for your reference. Does your machine have any error codes on the screen? It looks like we also need to add your machine to your account. Please provide the following:
Serial Number:
Model Number:
Where Purchased:
Date Purchased:Thank you, we look forward to hearing from you.
Business Response
Date: 01/26/2023
Hello,
Thank you for providing that infomation, can you please tell us the number after the period on your model number? they call this the version number. Also Please remove the motor hood. This can be removed by a few screws. Once removed, you will see a green control board with a red LED light on it. Please run the machine and provide a video of the LED light pattern. Make sure you are not on the machine while running this test. Please email the video to us at jackie.p********@ifit.com
Thank you
Customer Answer
Date: 01/27/2023
I replied to the company and provided the following:
1. Model / SKU *********** . 10
2. a video of the requested LED light pattern - *******************************************Sincerely,
***** *****Initial Complaint
Date:01/22/2023
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.
Purchased a brand new Nordictrack Commercial X11i treadmill in May of 2020 directly from nordictrack. In October of 2022 the console screen became stuck on an unusable screen. Contacted customer service and was assured the replacement part which is covered by warranty would be sent immediately. This part never arrived. Contacted customer service again on January 4, ***************************************************************************** **** business days. This still has not occurred. This is an extremely expensive piece of equipment that I depend on to maintain basic levels of health and well-being. I chose to buy this equipment rather than pay for a gym membership and now I cannot use the equipment and my health is declining and I cannot afford a gym membership because I spent the money on this machine that no longer works.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.
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