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

2,165 total complaints in the last 3 years.
218 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:01/17/2023
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.
We purchased a NordicTrack treadmill in December and before the end of the month the screen was flashing erratically and often had major screen tear rendering it [almost/fully] unusable depending on the day. For the times it DID work, we have to cover it with a blanket so as to not fry our vision from the heavy flashing screen. After waiting on hold for an hour+ I finally got a hold of someone who had me send them pictures+video (I already had in the ticket and they seemed unable to even access their own ticket system - or just ignored it entirely). They said the console needed to be replaced and that we would receive it in 3 weeks. I never received any confirmation, tracking number, shipping update. Now I can't get a hold of them. As I'm typing this out I've been on hold for 45 minutes on the phone and 30 minutes for chat.I just want this expensive piece of equipment that we've purchased to work properly and not present issues that can harm our health.
Business Response
Date: 01/20/2023
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 I do see we are currently waiting to receive a new shipment of that part. Once we receive the shipment we will have it sent out to you as quickly as we are able.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:01/17/2023
Type:Customer Service 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.
First Request 01/13/2023 I have requested assistance on several occasions both by phone and service request online to get help ordering the parts I need to repair my Nordictrack S15i cycle. Each time I am asked the same questions repeatedly and then put on hold to be transferred to another agent. After holding for as many as 30 minutes I am asked to leave a contact number and they will return my call. I did receive one call back to get additional information but have not been able make contact since then. I have made no less than 4 calls and as many online requests but have not received a call from someone that can actually help. I am not asking to have the parts replaced for free, but would like to get my cycle back to working condition.
Business Response
Date: 01/20/2023
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 as you are no longer covered under the manufactures warranty for parts or labor you will need to contact our non warranty department for assistance.
You can contact our non warranty department at ************ for assistance.
Thank you!
Customer Answer
Date: 01/23/2023

Complaint: 18825046

I am rejecting this response because:
I contacted the phone number *************) that was supplied by NordicTrack on several occasions but was placed on hold without the option for a call back.
The first time for 31 minutes and the second time for 21 minutes. Each time I have called in the past I have had the option to leave my number and they would
return my call, with the exception of one time a call was never returned. It would be nice to have a representative of the company to contact me directly instead of being put on indefinite hold. Give me a number to call that no one answer is not a customer solution. Very dissatisfied this their whole customer service process. I would not suggest anyone purchasing a product from NordicTrack.

Sincerely,

*******************************
Initial Complaint
Date:01/17/2023
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 T 6.5 Si treadmill with iFit and the new update has rendered my treadmill completely unusable. It was purchased in 2020. Hundreds of other people are having the same issue online. I am pregnant so its important that I exercise everyday and its much too cold to jog outside. Im hoping to have the console replaced as soon as possible, free of cost.
Business Response
Date: 01/19/2023
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 searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine. Please provide the following info so we can get this resolved for you.
Serial Number:
Model Number:
Where Purchased:
Date Purchased:
Thank you

You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 01/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is going in the right direction. In response to their message, here are the following requests from them to resolve my issue:
Model Number: NTL17919.3
Serial Number: **************
Where Purchased: Amazon
Date Purchased: April 6, 2020

Sincerely,

*************************
Business Response
Date: 01/20/2023
Hi ********!
Thank you so much for providing that infomation for us. In looking into your account today, we were able to order a new console for you. Your part order is ICS9587419. You can track that at the link below once it has shipped:

**************************************************************************
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

Thank you

Customer Answer
Date: 01/20/2023

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. Thank you very much!

Sincerely,

*************************
Initial Complaint
Date:01/17/2023
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 purchased a NordicTrack Treadmill T 6.5 Si series, NTL ******* MM830C0315, in April 2020. In November of 2022 the ifit software completely crashed and the machine is unusable. The representative has advised it will be over $700 ($455.20 plus tax and customer service freight totaling ****** for the part, $150 for service call to install part) for the new software plus service, new console. I used the treadmill a total of under ***** times and yet the machine needs an entire software overhaul. I believe I have a defective product and would like the new part reimbursed in the amount of the part ($544.23)or a replacement machine. It has been near impossible to reach anyone via email regarding this matter yet I have written emails multiple times. The one response I received was that the matter was resolved which it has not.
Business Response
Date: 01/20/2023
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 an IFIT agent and they have submitted a request over to have the charge refunded.
If you have any further questions, please contact our IFIT department at ************** for assistance.
Thank you!
Customer Answer
Date: 01/20/2023

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:01/16/2023
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 purchased a pricey treadmill in June of ********************************************* Dec 2022. It cost nearly 2k, and I purchased a 3 year warranty in the amount of ****** for this machine, and this expires in 2022. First, the product was quite subpar when we first assembled; I had to have one piece of the replaced because it was so flimsy. As of Dec. 2022, I have called, submitted online tickets, and have emailed the company at least 20 times, and have yet to speak to one living person. I have called on business days early in the afternoon, and get a message that the office is closed during what are supposedly their business hours. I either want the machine serviced, replaced, or a full refund.I really need some help with this issue. Please advise. Thanks
Business Response
Date: 01/20/2023
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 emailed you so we can get this resolved for you as quickly as possible.
Thank you!
Initial Complaint
Date:01/16/2023
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 purchased a Nortictrack commercial **** treadmill 5 years ago. I use it maybe 2-3x per month on average when I can't marathon train outside (due to child care, work or conditions). I have never used the iFit software that was included on the treadmill and use manual mode only for training. A recent update has rendered my console unresponsive - it is stuck on a white iFit logo screen and I cannot use my machine. This happened in the last week (it was realized on Thursday, Jan 12 2023 when I attempted to use the equipment when my husband was not home and my only option to run being home with my 2 year old was the treadmill after he was asleep). Attempting to reset or unplug the equipment does not fix the issue. My equipment is no longer under warrantee and has experienced the same issue I am seeing MANY other users are dealing with from online threads. I would prefer to just have a basic console for manual use, no iFit because I don't use it, but its too late because the auto-update ruined my console.
Business Response
Date: 01/19/2023
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 following information so we may add your machine to your account and get this resolved for you.
Serial Number:
Model Number:
Where Purchased:
Date Purchased:

Thank you
Customer Answer
Date: 01/23/2023

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, assuming the information they requested below is sent to them and they take action on it. If responding to this note with that information is not the right course of action, then please let me know the alternate route to provide the information to them and obtain follow up. If the case is closed due to me "accepting" this response to provide that information and no action is taken, I will submit a new claim until resolution is achieved.

Sincerely,

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

Information for business' request:
Serial # - *************
Model # - ********** (Commercial 1750)
Where purchased - online, directly from NordicTrack
Date purchased - December 6, 2018
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.
In looking into your account today, we were able to order parts for you. Your part order is ICS9588965. You can track that at the link below:
**************************************************************************

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:01/16/2023
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 a ProForm Pro ****i in 2019. Performed the required "update" that iFit offered and it rendered my machine useless. It will not turn on at all. This happened to virtually everyone that owns an iFit machine. Spent countless hours on hold, sent several emails that went unanswered, and now they said they are sending a new console but it is so far backordered - they have no idea when it will arrive. Some of the worst customer service I have ever received in my life. Ruined my training for an upcoming marathon. I have zero faith in ever receiving said new console and am having to purchase an entire machine.
Business Response
Date: 01/19/2023
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: 01/19/2023

Complaint: 18822603

I am rejecting this response because:
It is unacceptable. We have a useless machine for an indefinite amount of time. I believe you should reimburse me at least half of the cost of the machine.
Sincerely,

*********************
Business Response
Date: 01/20/2023
Hello,
We apologize, we are not able to provide that.
We will do all that we can to get this resolved as quickly as possible.
Customer Answer
Date: 01/20/2023

Complaint: 18822603

I am rejecting this response because:
It is unacceptable. This is not a resolution. I am joining a class action lawsuit.
Sincerely,

*********************
Initial Complaint
Date:01/16/2023
Type:Product 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 purchased a NordicTrack treadmill on Dec 28 for $2,728.44.I received the product and followed installation instructions but it doesn't work. I have followed all troubleshooting tips on the NordicTrack booklet, ******** and website and I have verified power is going to the treadmill but it doesn't work. I have spent numerous hours trying to fix the issue.I have called the company numerous times over the last 2 weeks and have been on hold for over 2 hours each time.Today I stayed on the line for 4 hours and finally spoke to a supervisor. They said a return requires a $250 freight and 10% restocking fee, which means a cost of over $500 for me. They require me to work with their parts&services team but I have tried that numerous times and have not been able to get a hold of anyone.
Business Response
Date: 01/19/2023
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 emailed you to get more information on this issue.
Thank you!
Customer Answer
Date: 01/22/2023

Complaint: 18820805

I am rejecting this response because: Nordictrack/iFIT did not agree to process the return for the defective product in their response to me.

Sincerely,

***************************
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 the machine return. 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 you!
Customer Answer
Date: 01/28/2023

Complaint: 18820805

I am rejecting this response because: the credit card company has responded that I have won the dispute. Nordictrack contacted me on 01/19 with the (reasonable) request that the item has to be returned in order to receive the refund and details will be forthcoming. I waited 5 days to receive the email (01/24) from the freight company. I have called 3 times but was on hold for over an hour and had to eventually drop. I have a full-time job and these hold times are not reasonable. Today I finally spoke to the freight company after being on hold for over an hour. They do not have availability for over a week. Nordictrack is making it purposely difficult to resolve this dispute to avoid providing a refund.
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 see the machine is being returned, this dispute has not been closed on our end and we do have to allow up to 120 days for this to resolve.
If you have any further questions, please call our Billing team at **************.

Thank you
Customer Answer
Date: 02/03/2023

Complaint: 18820805

I am rejecting this response because:iFIT/Nordictrack have shared that they are refunding me and only when they receive the nonfunctioning product back. However they are preventing the return. As I posted before, they delayed sending me to the shipping company, I then called the shipping company multiple times to be on hold for long wait times, and then had to wait another week for the proposed pickup date. Today I called out early from work to remain home for the 4-hour pickup window. The company never showed up. I called and they told me the driver was on the way and I would receive a call shortly. I never received a call nor did anyone show up. It is clear this company is working to prevent a refund of this expensive piece of equipment that has never worked.
Business Response
Date: 02/06/2023
Hello-
We spoke with our Billing and ****************** again this morning regarding this return and dispute.
Even though the dispute has been closed with your bank, it will take up to 120 days to process. When charges/refunds are disputed, there is a longer waiting period.
We do sincerely apologize for the inconvenience and the wait for the charges to be released.
If you have any questions, please feel free to contact our Billing and ****************** at **************.
Thank you
Initial Complaint
Date:01/16/2023
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.
Bought an ifit ProForm Pro **** Nov 2021. The warranty was good through 11/13/22. It started making a horrendous noise when used at 5MPH or higher on November 2nd. I've been trying to communicate with IFIT since 11/2/2021 to have the issue fixed and have never had a worse experience with a company. 11/2: Spent hours on the phone being told I needed to watch trouble shooting videos and figure the issue out myself. When that didn't work, I was told to email a video of the issue in action. 11/5: *********** had not yet called or emailed back, so I submitted the case online #********* 11/8: No response, so I emailed the person I emailed the original video to. No response. 11/18: I call again. I'm told the original video was too large. I must edit it then resend. Via email, they agree that there's a problem, order parts, tell me a tech will contact me. 12/2: Tech comes to repair (Foolishly, I give him access to the basement when I'm not home), he says the incline was off but its fixed.12/12: Issue was not fixed the very next time I used the treadmill, the noise was still happening. I send video to tech, he agrees he needs to come when I'm home. But ticket was closed so I must contact IFIT 12/12: I email my ifit contact who setup the tech visit. No response. 12/16: I submit a second ticket online, case number ******** stating the initial case was not resolved.12/28: I never hear back, so I call and ask to speak to a supervisor. I'm on hold for 1.5 hrs, no answer.12/29: I call again, share my story, am told that my ticket will be "escalated" and that a supervisor will call me back in 1.5 hours.12/30: I never heard anything back. I called back and waited 1 hr 25 mins to speak to a supervisor. I was told the ticket has been escalated, that the service **** needed to agree that a tech should be sent, that I'd either hear from the tech or from her within 48 hrs. 1/6 Never heard anything. Called again, wait 60 mins, no answer.
Business Response
Date: 01/19/2023
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 we do see that the service order has been escalated.
We have also escalated it further to make sure you're contacted ASAP.
Please let us know if you do not hear from them within the next ***** hours.
Initial Complaint
Date:01/16/2023
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.
We purchased a treadmill from ************************* in 2019. The treadmill has worked great until beginning of January when the I-fit company pushed out an upgrade for the monitor screen. The upgrade made the IFIT screen start flashing. The screen was restarted multiple times and still doesnt work. The screen is the only way to start the treadmill for use. We are just requesting that the problem be fixed, so we can continue to use the treadmill.
Business Response
Date: 01/19/2023
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 visual of the issue you're having and try doing a pinhole reset on the console.
Thank you!
Customer Answer
Date: 01/19/2023

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. We have tried the pinhole reset 3 times and it didnt work. Please review the attached video as this is what is occurring. We are requesting a new tablet function from IFIT. Thank you for your attention to this matter.

Sincerely,

***************************
Business Response
Date: 01/20/2023
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 did not receive any images or videos, please provide an image or video of the display issue and please provide an image of your receipt from the time of purchase.
Thank you!
Customer Answer
Date: 01/20/2023

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. I have attached a video of the issue and a receipt.

Sincerely,

***************************
Customer Answer
Date: 01/20/2023
According to previous messages, The screen on the IFIT treadmill is blinking off and on. A video was attached in two earlier messages, as well as a receipt of purchase. We would like a new tablet on the treadmill console or a fix for the blinking screen, so the treadmill can be utilized. Thank you for your time and attention to this matter.
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 spoken with an IFIT agent and they stated they have set a call up for tomorrow at 10AM MST 1/27/2023.
Thank you!

Customer Answer
Date: 01/26/2023

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,

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

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