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:01/19/2023
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,
*******************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 Treadmill about 2 years ago. December the treadmill stopped working. I called them and they told me they need to send a new part. I has been now over a month and Im still waiting to find out when my part is coming. I have called many times and put on extremely long hold times, got disconnected and had to re go on hold. I placed myself on call backs and no one has called back. I think its terrible customer service if it takes over a month for a part to come in and its not even shipped to my house. I finally got in touch with a live person today and they told me its in process could get an email in a few days to get tracking information . This is terrible thats taking this long.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.
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: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.
Product (X32i treadmill) was ordered on 12/15, and delivered in later December, 2022. During assembly a defective part was noted. Contacted company on 1/5/23 to resolve problem. Company agreed part was defective and stated a new part would be received in **** business days. Since this is not a user serviceable part, company also stated that a technician would call to arrange installation. Two weeks later, neither the part was received, not was any contact made by a technician. No communication received on either issue. I contacted the company 1/17/23 and now am told, "the part is big so must go by freight. This will take 2-3 weeks" and "no technician is available in your service area so you'll have to find your own". As of today the part has still not been shipped, rendering the treadmill completely non-functional. Opportunities for adequate customer service by ********************** identified:1. Quality control on parts shipped 2. Reasonable customer service availability (each contact took more than 1.5 hours to initiate)3. Reasonable replacement part shipping times 4. Communication with the customer.5. Contracting with technicians to fix problems caused by NordicTrack's poor quality control rather than putting this burden onto the customerBusiness 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.
I have spoken with our billing team, if you would like to install the part yourself, we can offer a discount of $198.50
Please let us know if you would like to do this.
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.
We bought a treadmill from Nordictrack in December of 2018. I use it everyday. We bought the extended warranty. On Christmas Eve of 2022 I went to use it and it made me log back in as a user, as I did it said an error had occurred and flashed to a black screen with a flashing robot and a message for an error API:3. I tried factory reset and it still will not work. Contacted customer service for a claim and was informed a new console was being shipped. It has not shipped, I have no info on status, cannot get ahold of anyone thru customer service and have found out this has happened to hundreds of other people and have no new consoles yet.Business Response
Date: 01/22/2023
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.
I was unable to pull up an account with the provided information. Please provide the machines serial number and the phone number and email associated with your account.
Thank you!
Customer Answer
Date: 01/22/2023
IFIT,
My name is ************************* and my email is ********************* and my number is **************. My treadmill serial number is ******* and the treadmill is a NordicTrack Commercial 1750
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 purchased a "liquidated machine" in November 2022. I ordered and returned a part for it in which they received on 12/19/2022 nd did not issue a refund. (approx $100). When trying to contact them they just transfer you back and forth between departments, each saying they can't help and I need to go back to the other. I have spent 30 plus hours on the phone plus online chat. I have asked repeatedly to speak to a supervisor and they claim they don't have them. On December 8th I purchased a new Commercial **** machine for $2599 plus another $500 for an extended warranty. It came with a bad belt and video issue. They sent a new console stating it would fix the video issue, it did not. It has been a week since I informed them that the issue is still happening and they have stopped responding. Today I tried to initiate a return/refund for the machine and they are invoking their $250 plus 10% policy for a machine they cannot fix. this company needs to be shut down. It is obvious from the many forums on line that I am far from alone.Business Response
Date: 01/22/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding this. We completely understand where you are coming from on this matter.
As the order was placed online, you will need to contact our non warranty department for assistance at ************.
Thank you!
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