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:01/19/2023
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.
Nordictrack treadmill stopped working after an ifit firmware/ software update to the console. Tried reaching out to customer service with no luck. Seems like a wide spread issue with other owners of the same treadmill.
Business Response
Date: 01/23/2023
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 video of the issue and provide the following information.
Model number:
Serial number:
********************** of receipt from the time of purchase:
Thank you!
Customer Answer
Date: 01/23/2023
Complaint: 18857486
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 01/24/2023
Picture of model and serial #sent. Wont allow to send video.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.
Can you please describe what the console is doing? Also, we did not receive an image of your model and serial number. Please try sending that again.
Thank you!
Customer Answer
Date: 01/25/2023
Complaint: 18857486
I am rejecting this response because:
Hello the model# is NTL14119.1 and serial #*************. Purchased in 2020. After a Firmware / software update, the tablet screen no longer displays an image. Only a flashing Bluethooth light is indicating that the power is good to the treadmill. Doing a reset to the machine does not work. Only resolution would be to replace the console. Thank you in advance.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.
Please provide an image of your receipt from the time of purchase and we can get a console ordered for you.
Thank you!
Customer Answer
Date: 01/26/2023
Complaint: 18857486
I am rejecting this response because:
Hello. Im sorry but I have lost the receipt of purchase.
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 do apologize, we do need an image of the receipt to order the part. We would recommend contacting the place of purchase to get a new receipt.
Thank you!
Customer Answer
Date: 01/27/2023
Complaint: 18857486
I am rejecting this response because:hello, the place of purchase is no longer in business. I really loved my Nordictrack treadmill and recommend it to many friends and family. After what Im going through. Will no longer buy nor recommend any iFit products.
Sincerely,
***********************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.
Did you receive an emailed receipt or order confirmation from when the machine was purchased?
Thank you!
Customer Answer
Date: 01/27/2023
Complaint: 18857486
I am rejecting this response because:no, sorry.
Sincerely,
***********************Business Response
Date: 01/30/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have gone ahead and ordered a new console for you, your order number is ICS9595420. You can track that at the link below once it has shipped:
**************************************************************************If any further parts is needed in the future, we will need an image of a bank statement for proof of purchase before any further parts can be ordered.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 01/30/2023
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:01/19/2023
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.
Our treadmill received an update and no longer worked once the update was completed. We paid a repairman $150 to come out and confirm we need a new part but would need to contact the company to replace it. We spent over *********************************************************************************************** an effort to reach them I went online and saw dozens of other customers experience the same issue as us with no response or significant expense on the customer to purchase a new part with long backlog to receive.Business Response
Date: 01/23/2023
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.
Parts can be purchased at iconservice.com or by contacting our non warranty department at ************ for assistance.
Thank you!
Customer Answer
Date: 01/23/2023
Complaint: 18857420
I am rejecting this response because: weve spent 15+ hrs on hold with that support number and literally days on hold with the chat bot. Weve also looked around and the part we require is back ordered because so many customers were impacted by the update. At this point were purchasing a treadmill with a new company but want reimbursement for the $150 service call.
Sincerely,
*******************************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 contact our non warranty department at ************ to discuss having that refunded.
Thank you!
Customer Answer
Date: 01/24/2023
Complaint: 18857420
I am rejecting this response because: weve already called the line they provided and spent over 15+ hrs on hold waiting for an agent and never got one. We also tried the chat, but could never get through. We want a refund of $150 for the home service call as we will be going with another product given the poor support from Nordic attack. To note, the part we need is back ordered because so many other customers were impacted by the same issue as us and there is not ETA on when it may be available.
Sincerely,
*******************************Business Response
Date: 01/25/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
We do apologize for the long hold times, you will need to call in so they can look into refunding the service order for you.
Thank you.
Customer Answer
Date: 01/25/2023
Complaint: 18857420
I am rejecting this response because: there is no resolution here. The problem that brought me here cant be the solution. I would love to call your line and get support but you cant get through so its pointless.
Sincerely,
*******************************Business Response
Date: 01/26/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this issue. We completely understand where you are coming from on this matter.
I do apologize for the longer hold times, you will need to contact our non warranty department if you'd further like to discuss a refund for the service order.
Thank you!
Initial Complaint
Date:01/19/2023
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 just purchased a new treadmill from a sporting good store from them. It has never worked. I had it professionally installed through them and the installer couldnt get it to work. *** tried chatting, submitting a ticket, calling, and no response on anything. The treadmill is broken. Ive read all the diagnostic articles, FAQs, etc. They say to contact them with any issues but they dont respond through any manner. The belt on the treadmill wont even move. Id like this to be fixed or get my money back pleaseBusiness Response
Date: 01/23/2023
Hello-
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 and set up a service order as well.
Your part order is ICS9587306. You can track that at the link below:
**************************************************************************Your service order number is SO-2715465
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 you
Initial Complaint
Date:01/19/2023
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 Nordictrack stationary bike 10 months ago. My decision to purchase NordicTrack with iFit was based on some of the rewards on offer for completing certain mile stones. This made the on going cost a little more acceptable. They are supposed to send an email automatically every time a mile stone is reached. This never happens and I have to chase them up every time. They have no problems sending an email to me in regards to my monthly bill. On the 400 ride milestone I was supposed to get a $100 gift voucher to spend in the iFit store. This was never given to me. I have reported this to iFit about one dozen times. They contacted me on the first one via email and said that it will be sorted out. This never happened. On all other subsequent reports nothing has happened. This has been going on for a number of months now. They are not fulfilling there promise as advertised. I spent a lot of money on the bike that will only work with iFit so I am trapped. I can not select anyone else as NordicTrack are linked to iFit only.I want iFit to give what was promised.Business Response
Date: 01/24/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this issue. We completely understand where you are coming from on this matter.
I have reached out to our IFIT team regarding this for you, they stated you should have received an email today with a new gift card.
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.They have now sent me the gift card as required. After months of them doing nothing it took the report to the BBB for them to act. Thank you BBB. I am guessing that I will be contacting you again when this years mile stones are reached.
Sincerely,
*******************************Initial Complaint
Date:01/19/2023
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 commercial grade treadmill from NordicTrack/iFIT in December of 2021. I also purchased the 3 year protection plan. Yesterday, the treadmill failed catastrophically when I attempted to use the fold up feature. The deck broke off the frame and the front drive panel cracked and popped off. I had to force it back into the up position and hope it wouldnt hall on me. I called them today, but they forced me to be on the phone for almost 7 hours without resolution. Most of that time was on hold. They refused to honor their warranty or protection plan and they refused to agree to provide a technician for repairs. Instead they told me they would mail me a part and I would have to fix it myself. Their warranty and protection plan services are a fraud to consumers. They do not support them or live up to the contract terms. This company should be fined and have its license to do business revoked.Business Response
Date: 01/23/2023
Ben,
First and foremost, I just want to apologize for the runaround you faced in coordinating this repair. I can understand and empathize with your frustration as you are definitely entitled to both parts and service still on this machine as the warranty stands.
In looking at your account I was able to see it appears the situation was already rectified with one of our reps via a chat, and at this point both the correct parts and service appear to be set-up for you. Because the original complaint is already on the road to rectification, my hope in corresponding with you now is just to make sure that you feel assisted. If there is absolutely anything more we can do for you, please let me know and I will do my best to get it taken care of.
Thank you for your ongoing patience, it does not go unnoticed.
Initial Complaint
Date:01/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
IFit did a software update in December that rendered Nordic Track Commercial **** useless. In December a software update was pushed down to the treadmill. Afterwards it was just stuck on the white iFit screen loop. Tried rebooting, nothing happened. Tried factory resetting with the paper lock as recommended by IFIT customer service. No luck. **************** transferred me to warranty support. On hold several days more multiple hours. The whole treadmill relies on the console in order to work. Treadmill was kept in my home gym and 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: 01/23/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
Please provide the machines model number and please send us a video or image of the console issue.
Thank you!
Customer Answer
Date: 01/27/2023
Complaint: 18856329
I am rejecting this response because: you are asking for additional details.model number: NTL17229.5
Serial number: ******* ***********
Sincerely,
*************************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 the machine is no longer covered under the manufactures warranty. You can order parts at iconservice.com or contact our non warranty department at ************ for assistance.
Thank you!
Customer Answer
Date: 01/30/2023
Complaint: 18856329
I am rejecting this response because:this is not a hardware failure. You updated the software and my console is no longer working. Who is taking blame for the software update? Where else is the console sold? Iconservice.com has been out of stock for 2 months. You have lost thousands of customers because of an utter failure on your IT departments behalf. Unless this is a way to increase revenue for Nordictrack and IFIT? Force a customer purchase through a software update.
Please send me a new console and invoice for my machine. Iconservice.com cannot resolve my BBB complaint.
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.
You can also contact our non warranty department at ************ to have a console ordered.
Thank you!
Initial Complaint
Date:01/19/2023
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.
Nordictrack treadmill **** series began having issues with the base shortly after purchase. After a long process, they sent a tech out that failed to fix or properly diagnose the issue. The problem has persisted and gotten worse. I determined that the base has the issue. After over an hour on hold, I finally got a person on the phone. She decided to mail me a part that was not required to make the repair, but to allow a repair person to schedule and come back out to inspect and diagnose again. I was told to call when the part was delivered. After delivery, I have attempted thee times at over an hour each time to reach anyone in order to schedule the repair. I also emailed. No response to email and no answer to my calls. I either want this repaired immediately or my money refunded as I am unable to use the machine.Business Response
Date: 01/23/2023
*******,
First and foremost, I just want to apologize for the troubles you have faced in getting in touch with us, as well as in getting things coordinated for the repair. At this point after looking at your account I was able to see if looks like half of the order has arrived to you, but the order for the Base itself is still in processing. Regardless, I went ahead and set-up the service order so we can get that ball rolling. The technician should be in touch within the next 3-5 business days to discuss the scheduling of the repair further with you.
Please do not hesitate to let us know if you do have any other questions or concerns! Thank you.
Initial Complaint
Date:01/19/2023
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 have tried reaching out to this business about getting a replacement part for a defective part I received within the original box from the retailer. They will not reply to my e-mails and when I call during their posted business hours I am just on hold for minutes on end. I have tried using their "agentbot" to talk to someone. It says an agent is on the way but no one ever gets on the line. It says not to return the product to the retailer so I am not sure what my options are at this point. In the pictures it shows the left side part which is correct and the right side part which is NOT correct.Business Response
Date: 01/23/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your order. We completely understand where you are coming from on this matter.
I'm happy to help get this resolved for you, can you please tell us which part is needing to be replaced and provide any pictures of the damage that you see fit.
Thank you
Customer Answer
Date: 01/23/2023
Complaint: 18854283
I am rejecting this response because:I already sent you this information back on 1/14/23 in an e-mail. You sent the standard reply back to me 2 minutes later with a case number. It is 21631279.
I never heard from anyone after that. I sent 2 other e-mails to follow up one on 1/17/23 and the other on 1/19/23. Still nothing from you.
Now you want me to start all over. I don't think so. When you go back to the first e-mail you will find all the information you are requesting. It also has my address on where to send the replacement part for the defective one I received.
Sincerely,
***********************Business Response
Date: 01/24/2023
Hi ****,
Thank you for providing those case numbers, they were not assigned to your account but I have made sure they are now. In looking into your account today, we were able to order parts for you.Your part order is ICS9589984. 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 youCustomer Answer
Date: 01/31/2023
Complaint: 18854283
I am rejecting this response because:Just as a follow up. I did receive a replacement part from the company. It was also defective. Not sure who is in charge of quality control, but they are not doing a very good job.
Sincerely,
***********************Business Response
Date: 02/02/2023
Hi ****,
We apologize for the way it was received. I have gone ahead and ordred you another one and upgraded the shiping so it will arrive sooner. Your new order number is ICS9597997.
Thank you
Customer Answer
Date: 02/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:01/19/2023
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 NordicTrack T 6.5 Si treadmill April 24, 2020. My treadmill is still under warranty. I have attempted to contact the company 3 times in the past week and a half. I have yet to reveal a response. Due to a software update bi the company, my treadmill no longer works and requests for service have gone unanswered. This unacceptable. My case number is ******.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 ICS9590264. 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 youCustomer Answer
Date: 01/30/2023
Complaint: 18840681
I am rejecting this response because: The tracking information provided by the company indicates that the part has not yet been shipped. I will not accept the response until replacement console is received.
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.Initial Complaint
Date:01/19/2023
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.
automatically charged for a year subscription when I had stopped the ******** a week prior to renewal.they notified they charged my credit card by an e-mail below iFIT Mon, Jan 16, 5:10 AM (3 days ago)Please keep this receipt for your records. Hi, ***! Thank you for your iFIT purchase! Your order number is #IF24531808, made on January 16, 2023.Business Response
Date: 01/23/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your order. We completely understand where you are coming from on this matter.
We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled.
If you have any further questions, please call our Billing team at **************.
Thank youCustomer Answer
Date: 01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and they have credited my account the yearly membership fee which is satisfactory to me. Thank you for your assistance.
Sincerely,
*******************
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