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:01/23/2023
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.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.
Hey there, so we bought a $4,000 treadmill from Nordic Track and it arrived broken, the belt never turned on. So we called and called and called and finally got someone to come take a look at the machine. We bought the extra $500 warranty. The man who came over diagnosed the issue and said he'd order parts - he never did anything. And we've called again and again since and keep getting a run around. We looked online and found endless customer complaints with the same issue. I'm not sure what Nordic Track is doing but it's not legit and it's wrong. We can't get refunded either. I'm just coming in here because I feel it's important to note it somewhere that they're technically stealing from people. We can never get ahold of anyone, we can't get the treadmill fixed and we can't get refunded.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 and service history, all parts that the technican ordered for you have been deliverd. the parts orders that we have for you are ICS9548152 and ICS9528604 which are a hood mount and controller. These have been delivered with tracking numbers 4209834992612901334921000006026956 and 4209834992748901303938583004650245
We are happy to get his resolved for you, can you tell me what parts you are referring to that you are waiting on?
Thank you
Customer Answer
Date: 01/25/2023
Here's the deal. 1. There were 3 parts that needed to be ordered. Only one item was ordered by the technician. That item wasn't even the correct part. We had to call multiple times to get the control panel ordered. We're STILL missing the correct cord that connects the control panel to the machine. The process of getting the control panel took 3 hours over the phone FOR US TO ORDER. And yet, we still have a broken machine. Again, we cannot get a hold of anyone to fix the machine that has been unusable since we purchased it in September. 2. We STILL do not have a way to contact you directly and we're STILL out 4k for a broken machine. We know we're not alone in this situation.
Complaint: 18879946
I am rejecting this response because:
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.In looking into your account, we were able to order the necessary parts for you. The part order is ICS9592148 You can track that at the following link:
**************************************************************************
We were also able to set up a service order for you. That service order number is SO-*******. The tech will reach out to you for scheduling once your parts arrive. .Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial 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.
DEAR IFIT I ************************* RECIEVED A PROFORM SPORT 5.0,FROM WALMAT .COM AS A GIFT,AND THIS **** WAS PURCHASED ON 10/23/22 FROM WALMART.COM TOO.AND I HAVE TO USE THIS EVERY DAY DO TO THE **** THAT I HAD A HEART ATTACK BACK IN SEPTEMBER OF 2021, RECOMMENDED BY MY HEART DOCTER TO USE THIS.HERE IT IS 3 MONTS LATER AND THE **** OVERHEATS AND STOPS WORKING AFTER 45 MINUTS OF USE.I REGISTERED THIS **** UNDER WARRANTY TOO WHEN I RECEIVED IT BACK IN SEPTEMBER OF 2022.MY WARRENTY END DATE IS 04/21/23.THE CERIAL NUMBER IS AS FOLLOW PP010C008527 PRRCHASED AT WALMART.COM PURCHASE PRICE IS $597.0 PLEASE CONTACT ME ASAP FOR A RESULATION, DO TO THE **** THAT MY HEALTH WILL BE AT RISK IF I DONT HAVE A WORKING ****.************************* ************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.
Please provide additional information on the issue you're having with your machine and please provide the machines model and serial number.
With the machine unplugged, please remove the motor hood. Once this is removed, please turn on the machine as if you were working out and send us a video of the LED lights on the controller as the issue is occurring.
Thank you!
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.
I purchased a Nordic Trac treadmill back in Jul 2020. The belt became inoperable back in Dec 2022. I have sent 3 separate requests via their recommended iFIT page for assistance with no response. I have also called their 1 800 number and waited online ***** minutes for a person with no success. I have tried local businesses but they say they cant work on Nordic trac equipment because I have a 4 year service plan with them and its still active. They have also said other customers they have had reach out to them said the same issues with getting a hold of someone to assist. This treadmill cost over $5500. I would expect better service. Please assist. Thank you for your time. I can be reached at ************ or **********************.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.
Please provide additional information on the issue you're having with your machine and please provide the machines model and serial number.
Thank you!
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.
I bought a NordicTrack Treadmill in February of 2019. It was roughly $2200. December 15, 2022, I attempted to run the it and the screen was flashing all white with the blue IFit symbol in the middle. I attempted to reset the machine several times and several different ways. It would not work. I attempted to contact NordicTrack service **** and they have not responded. I left 4 or 5 messages and no response. My wife has also tried contacting them and we are unable to get anyone to help us in their "customer service department". I still cannot use the treadmill as nothing is working on it.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.
Please refer to the maintenance and troubleshooting section in your users manual and try a pinhole reset. If that does not help, please send us a video of the issue you're having.
Thank you!
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