Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased (through NordicTrack): 4/16/2022 | Paid $3,534.09 | NordicTrack committed to send me a functioning Commercial 22i treadmill | Since the treadmill shipped, it has not worked properly and now (10 months later) it does not work at all. | Invoice Number is ******** / 04-19-2022, Web Order Number NT10713169, Order Number: ******* I have submitted two tickets and spent over an hour waiting on hold three different times. Ticket ******* and ticket ********. I also have left my number in their automated phone Tree to call me back. Ive not received a call back or email. They are ignoring me. I believe they are doing this until the warranty expires on 6/17/2023. 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 machine issues. We completely understand where you are coming from on this matter.
I have located a case and see there was an issue with your drive belt and walking belt. Please provide images of the damaged parts and please provide the machines model and serial number.
Thank you!
Customer Answer
Date: 01/25/2023

Complaint: 18878757

I am rejecting this response because:

1. I have provided this information twice previously in support ticket #******** and #********.
2. I provided it a third time with a third support ticket #********. I included a picture of the holes in the belt on this ticket as including images is not required on your form.
3. Again, while I provided this information to you in my two previous tickets, I am providing the model number here but will not provide the serial number here as this may end of being public information.
4. While I do appreciate that you are responding now (15 days after my initial message), I am skeptical that you are going to respond appropriately so rejecting this response until I can use this machine.

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 walking belt for you and set up a service order to have a technician install the belt for you.
Your order number is ICS9592151. You can track that at the link below:
**************************************************************************
Your service order number is SO-2717483. The technician will be contacting you in 3-5 business days or once the part arrives for scheduling.
Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you

Customer Answer
Date: 01/26/2023

Complaint: 18878757

I am rejecting this response because:

Thank you for ordering the belt. I see the order confirmation. Can you tell me when the technician will come and fix the walking belt? Equally as important, however, is that drive belt is loose. I don't want to assume that the technician is going to resolve that too so can you confirm that he/she will resolve the drive belt issue?

Sincerely,

*****************************
Business Response
Date: 01/26/2023
Hello-
The technician will be scheduling you within 3-5 business days or once parts are received. I have gone ahead and ordered a new motor belt for you as well. That order number is ICS9593137.
Thank you!
Customer Answer
Date: 01/27/2023

Complaint: 18878757

I am rejecting this response because: I am going to wait until the treadmill is working again before I close this complaint. Thank you.

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.
We do understand, we are working on getting this resolved for you as quickly as we are able.
Thank you!
Customer Answer
Date: 01/31/2023

Complaint: 18878757

I am rejecting this response because:
The replacement parts have not yet arrived and the technician has not yet scheduled an appointment to come fix the machine. I will accept this as a resolution once the machine is fixed - meaning that we can use the machine without the belt slipping.

Sincerely,

*****************************
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 machine issues. We completely understand where you are coming from on this matter.
I can assure you we will have the parts sent out to you as quickly as we are able.
Thank you.
Initial Complaint
Date:01/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought my S27i Nordic Track IFIT bike and the monitor post could not go up and down, it just got stuck and was unstable. I'd paid the extended warranty so reached out for help. After extensive phone and text conversation, they could not solve the problem but sent me replacement parts and arranged for a technician to come and fix it. Unfortunately, they sent a technician from Velofix (************************) who fix road bikes and the technician has no idea about indoor cycles let alone Nordic Track/IFIT bikes, did not have the right tools, and was quite rough with the bike. Since then I've tried to use the directions supplied to locate the problem but am stumped. I have located a Nordic Track specialty shop in ******* who can send a technician and I've given this information to Nordic Track and asked to speak with a manager. Was told by ************** on 1/19 that they would get back to me the next day but it has been crickets since. I have reached out to let them know I am still waiting for a response but no joy. I really want them to replace this bike if they can't promptly arrange to get it fixed by a qualified technician.
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 looked over your account and see a technician was out not long ago and stated they fixed this issue while they were there. Is this issue still occurring? If so, please provide the key number for the part the technician stated was damaged.
Thank you!
Customer Answer
Date: 01/25/2023
The repair person who came to the house, had no idea how to work on the S27i
How can he know if it was fixed when he didnt know how it was suppose to work?

Before he left he stated this is as good as it get
he also said Nordictrack only pays him 126 dollars
No matter what and he couldnt spend more time on it.

The bike still does not work now the MPH and Watts
do not function.

Im not sure why you would take a repair company you just hired
over the me the customer, why would I lie about the condition of the
spin bike ?

Complaint: 18878770

I am rejecting this response because:

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.

Have you tried adjusting the **** switch for the *** issue? The instructions for this are located in the maintenance and troubleshooting section in your users manual. Also, are you still having trouble with the post? Is there a damaged part?
Thank you!
Customer Answer
Date: 01/25/2023

Complaint: 18878770

I am rejecting this response because:

Sincerely,

*****************************
I have tried fixing the **** and it didnt help. I found a company called
Fitness Machine Technician, who have repaired Nordictrack S27i spin
before. I think because Nordictrack sent a company called Velofix who have never
worked on spin bikes, I know this because the technician stated its a new account with Nordictrack I have never
worked on their spin bike before this Nordictrack should pay for the
repair through this company. I have already made a tentative appointment.
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.
We are unable to refund the service as we do have a technician in your area we can set service up for. If the technician you're hiring is a certified technician through us we are able to see if we can create a service order through them for you.
Thank you!
Initial Complaint
Date:01/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a newer proform ifit treadmill. Ever since it did a new update my treadmill is useless. It will not reset and is stuck on a white ifit screen on a continuous loop. The company wants me to pay to fix this issue but upon further research it seems to be a common problem with this new update. my very expensive treadmill is completely useless because if cant be used at all now.
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, it looks like we do not have your machine on your account, please provide the following infomation so we may assist you futher:
Serial Number:
Model Number:
Where Purchased:
Date Purchased:

Thank you
Initial Complaint
Date:01/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The running belt on my NordicTrack T6.5i treadmill has started to rip. I have an extended warranty on this treadmill and am requesting warranty service. I requested service via their website on January 7, 2023 and received an automated response giving me case number (********) and telling me that someone would contact me in the next couple of days. No one has reached out to me for over 2 weeks, and I have not received any response to follow up requests. I have also tried to request service via their chat platform, but the system is unable to connect me to an agent - even after waiting for an hour.
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 you are no longer covered under the manufactures warranty, you will need to contact our extended warranty department (***) at ************** so they can help get that ordered for you.
Thank you!
Initial Complaint
Date:01/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a NordicTrack Commercial **** treadmill, model NTL172219.1 Starting in December 2022, when I power the unit on the iFit screen comes on and then just flashes on and off, with the machine not booting up and unusable. I emailed iFit support with pictures of the issue on 12/31/2022, and it took them 3 weeks to respond, saying that I needed to use their live chat to speak with a support agent for diagnostics. However, any time I attempt to use this feature during business hours, the live agent never arrives and it continually says the connection has been terminated.From research I have done online, this seems to be a widespread problem with iFit, who pushed an update to their machines in 2022, corrupting the systems. iFit is then attempting to make consumers pay to have a replacement console sent from their corrupted update. It appears that class action lawsuits are in the process of being filed, due to these machines being extremely expensive.I believe that iFit should send a free replacement console, to all consumers whose machines they corrupted with this update. Instead, they are bouncing people back and forth between email and live chat, never intending to fix the issue.
Business Response
Date: 01/24/2023
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 today, we were able to order parts for you. Your part order is ICS9589758. 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: 01/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:01/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My nordictrack commercial 32i $5000 treadmill frame broke which is underwarranty. I called twice and was hung up on after being on hold for 90 min. I emailed over 2 months and never got a real person response.

I bought a 2nd treadmill commercial 2450 which was delivered and have installed twice and will not turn on. It was delivered broken. I cannot get through to customer service in any reasonable way via phone or email in a timely manner (ie less then 2 hour or 2 month wait for phone and email respectively) I have now spent over $8000 of treadmills with this company that has no customer service for their faulty product and will not respond to my concerns.

all I want from them are my 2 functioning treadmills I paid for.
Business Response
Date: 01/24/2023
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 machines model number and serial number and the issue you're having with each machine. Please also provide images of the damaged frame.
Thank you!
Customer Answer
Date: 02/13/2023

Complaint: ********

I am rejecting this response because:

I have tried calling your number and am onhold for 45min -90 min and then frequently get disconnected.
For the COmmercial 32i the frame is under warranty . It was registered. Are you refusing to uphold the warranty?
As for the 2nd I have been trying to get ahold of you all since 3 days after it was delivered and you keep stalling including on here with nonsense. Please be reasonable. I just want functional treadmills I paid for.

Sincerely,

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

Business Response
Date: 02/15/2023
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 created a case and sent it over to our product resolutions department so they can review it and look further into this for you. They should be contacting you within 30 days to discuss a resolution for your treadmill with the broken frame. Please watch your email for their response.
Are you still having issues with your other treadmill not receiving power to the console? If so, please answer the following questions.
Is the Bluetooth button lit?
Are all wires secure and undamaged?
Have you tried a pinhole reset?
Are there any LED lights on the controller?
Thank you!
Initial Complaint
Date:01/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
IFit did a recent software update NordicTrack Commercial **** treadmill useless. Model # NTL17219.1. Now it ist stuck on the iFit screen. Tried rebooting, nothing happened. Tried factory resetting and nothing happened. The whole treadmill relies on the console in order to work. Treadmill was maintained and in good condition prior. It's ridiculous for iFit to ignore the fact that their update has made the treadmill useless. I've tried emailing and calling customer support/service with no return call or I've been on hold for hours. Do a quick ****** search and you'll see the damage they've caused.
Business Response
Date: 01/24/2023
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 a short video of the issue with your console and please provide the machines full model number.
Thank you!
Customer Answer
Date: 01/24/2023

Complaint: 18873791

I am rejecting this response because: The video is too large to send in this email. The model # NTL 17219.1

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.
I have had a new console ordered for you, your order number is ICS9590941. 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

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 have order a new console which they believe will resolve the issue.

Sincerely,

*********************
Initial Complaint
Date:01/21/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Nordic Track T8.5S treadmill which received an update OTA and now the console is bricked. It reboots over and over. Diagnosis shows the control board showing solid red light, indicating the console is not connecting. The console receives power, but it shows white screen with ifit logo, then reboots. This loop happens over and over as long as there is power.
Business Response
Date: 01/24/2023
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, it looks like we need to add this machine to your account. Please provide the following:
Serial Number:
Model Number:
Where Purchased:
Date Purchased:

Thank you
Customer Answer
Date: 01/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The information they requested is listed below.

Sincerely,

***** Abou ******

the model number is NTL11219.3
the serial number is *************
It was purchased at Best Buy in 2019
Initial Complaint
Date:01/20/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
IFit did a software update in December that rendered my $1,800 treadmill useless. My treadmill is the Nordic Track Commercial **** Model# NTL14119 . 1. In December a software update was pushed down to the treadmill. Afterwards it was just stuck on the white iFit screen. Tried rebooting, nothing happened. Tried factory resetting it when an Android error appeared and now the screen won't even come on. The whole treadmill relies on the console in order to work. Treadmill was taken good care of. It's ridiculous for iFit to ignore the fact that their update bricked countless consumers equipment. Do a quick ****** search and you'll see the damage they've caused.
Business Response
Date: 01/24/2023
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 today, we were able to order parts for you. Your part order is ICS9589755. You can track that at the link below:
**************************************************************************

If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)
Initial Complaint
Date:01/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Nordictrack Commercial **** treadmill Model NTL14119 is non operational and stuck on a white ifit screen. Manual attempts to reset have not been successful. There have been several similar complaints about this issue posted online. I need it replaced as soon as possible. I have been unable to reach support via chat but sent them an email. 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 machine issues. We completely understand where you are coming from on this matter.

In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you. Your part order is ICS9591591. You can track that at the link below:
**************************************************************************
If you have any further issues with the machine, please reach out to our ************************** at **************.
Thank you

Customer Answer
Date: 01/30/2023

Complaint: 18869828

I am rejecting this response because: Item has not shipped yet and displaying status as in progress. When can I expect to receive the item?

Sincerely,

*************************
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 machine issues. We completely understand where you are coming from on this matter.

With this issue being wide spread, we currently do not have an ETA for the console restock. We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

We apologize for the delay and appreciate your patience. Please let us know if you have any questions.
Customer Answer
Date: 02/02/2023

Complaint: 18869828

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 02/03/2023
Hello,
I'm sorry no message came through on your rejection
Thank you
Customer Answer
Date: 02/09/2023

Complaint: 18869828

I am rejecting this response because: Item has not been shipped and there is no date provided. Keeping this topic open until confirmation is received that item has been shipped.

Sincerely,

*************************
Business Response
Date: 02/10/2023
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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