Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,254 total complaints in the last 3 years.
- 229 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:01/16/2023
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.
My Nordic Track treadmill has been inoperable since IFIT pushed the new software update in November. *** contacted them 5 times only to be hung up on by one person named ***** and given incorrect information by another person *********************. I sent pictures and videos showing my issues and have done the pin hole reset which did not work. My screen flashes the IFIT logo and does not change. At first I would get an error saying supported API3 . *** waited on hold for at least 5 hours trying to troubleshoot my machine. When I asked to finally speak to a supervisor ***** questioned me about why and then she hung up on me. I never got a call from a supervisor. I have only had my machine 3 years and not it is inoperable. I paid almost $1300 for my machine and it is useless now. The service reps could not tell me what is wrong with my console and only said I need to pay $700 for a new console. I have no warranty and I refuse to pay out of pocket for a new console when I have only had this machine 3 years. I have sent 3 emails to the support email address with no response. My case number is ******** And my serial number is **************. I either want a new machine or I want my current machine fixed. The amount of time I have spent on hold over the phone and mistreated by your agents is unacceptable and IFIT should be ashamed of their customer service. I expect a call back asap and a resolution to this issues.
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 delivery issues. We completely understand where you are coming from on this matter.In looking into your account today, we were able to order a new console for you. Your part order is ICS9586777. You can track that at the link below once it ships:
**************************************************************************
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer 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.
Sincerely,
***********************Initial Complaint
Date:01/16/2023
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.
This complaint is about my warranty replacement order ICS9569129. My NordicTrack Commercial **** treadmill experience an issue with a firmware upgrade in early December of 2022. The unit was working fine until then. The upgrade has since rendered the entire unit useless as the console is "brain dead" per the support agent. The support agent said she was having the part shipment expedited. I thought to myself "oh wow! I'll be up and running in no time!" What she failed to tell me was the part is OUT OF STOCK!! I have been sitting with a dead treadmill for a month with no ship or delivery date of the replacement part in sight. I'm paying for a iFit membership that I pretty much can't use the way it was intended to be used. Getting through to support is a nightmare - wait times are easily over 1 hour. They don't respond to your requests for service via their online form. Not even sure what the purpose of it is as requests seem to go into a black hole. My multiple requests for status of my warranty replacement part have gone unanswered. I have case number ******** and case number ******** still open with zero response from iFit. I feel completely duped and can honestly say I will not be investing in anything further from this company. I have easily invested nearly $10,000 in NordicTrack/iFit equipment over the past 4 years. I expect the part ASAP or for my dead treadmill to be replaced with a comparable one.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 looked into this for you and I do see we are currently waiting for a shipment of this part. Once we receive a shipment we will have it sent out to you. Once it ships you can track it at **************************************************************************
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
Customer Answer
Date: 01/19/2023
Complaint: 18818842
I am rejecting this response because: this answer does not resolve the issue. The part has been waiting to ship for over a month. No one is being honest about the fact that it is out of stock and backordered. A firmware upgrade should not brick an entire treadmill. Other customers who have had this happen (and there are A LOT) have reported it is backordered until mid February. My machine is simply scrap metal at this point. I am beyond frustrated. I have three pieces of equipment from NordicTrack. This is not how you treat a return customer.
Sincerely,
*****************************Business Response
Date: 01/20/2023
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 can assure you we will get your part shipped to you as quickly as we are able. Once we receive a shipment we will have it processed and put away and get it sent out to you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you!
Customer Answer
Date: 01/26/2023
Complaint: 18818842
I am rejecting this response because: This response does not answer any of my questions or complaints. Call customer service to check on *************************? I don't think so. I already lost several hours of my life on hold. My order hasn't even processed yet! Icon Fitness/iFit/NordicTrack has done nothing pro-active about this situation. No "hey we broke your stuff...we are aware" - just relying on people to triage, call in, spend countless hours on hold, and be given a false promise of a replacement part in a timely manner. I am unable to run, unable to use my iFit membership, unable to keep up with my fitness goals for 2023. I want this hunk of junk removed from my house so I can find a reliable replacement. There is nothing this company is doing to ease anyone's anger and frustration.
Sincerely,
*****************************Initial Complaint
Date:01/16/2023
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 had issues with the console on my Nordictrack treadmill and called customer service. We tried doing a reset and a few other things, but nothing worked, so since my machine is under warranty the customer service person told me a replacement console would be ordered. The console was ordered on November 28th and the order number is **********. I was told it would take about 1-2 weeks to get it. After 2 weeks went by, I spent several hours trying to get a hold of customer service about the order. I was told on December 14 that the consoles were in stock and had to go through the quality control process and it would be another 2 to 3 weeks. I still have not received the console and when I contacted customer service again, I was told that it was not in stock and did not know when it would be. I am very frustrated at this point since it is coming up on 7 weeks and no replacement has been sent.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.Business Response
Date: 01/25/2023
Hello,
We apologize but we are unable to add any time back to an extended warranty as it is a 3rd party company, we are happy to add the downtime back to your IFIT membership.
Thank you
Customer Answer
Date: 01/28/2023
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: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.
On 12/23/2022, we contacted Nordictrack because our stationary bike would not work. Nordick track charged us $169 upfront before they would set up the appointment. On 12/28/2022 we had a service tech sent by Nordic track come out to the house to service our Nordic track bike. The tech said it needed a new motor and we had to call nordic track to order the motor and set up another service appointment. We have made numerous attempts to contact nordic track but have been unsuccessful as we have been on hold for up to 3 hours at a time. The service tech that came out was not very helpful. Once he diagnosed the problem and we agreed to have it fixed, the part should have been ordered and the subsequent service call should have been set up. This is very frustrating as we are getting nowhere trying to contract nordictrack.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 see that the tech diagnosed your machine and you're in need of a replacement resistance motor.
Your machine is no longer under warranty.
The replacement part will need to be paid for.
You can do so by contacting our ****** Services team directly at-************ or by going online at iconservice.com.
We apologize for your experience.
Customer Answer
Date: 01/19/2023
Complaint: 18818511
I am rejecting this response because: As I stated in my letter, it is impossible to get in touch with the company. i have made numerous attempts but have been placed on hold for 3+ hours at a time.I had even left my phone number on the contact page of their website to have a rep call me but I never heard back. The website provided is to order parts which is not helpful with scheduling service.
They need to either order the part and schedule the service or refund the $169 fee they charged.
Sincerely,
***************************Business Response
Date: 01/20/2023
Hello,
We apologize, we are not able to assist you further here. You will need to continue to contact ****** services or visit online.
Again, we are very sorry that we are no longer able to assist you here.
Initial Complaint
Date:01/15/2023
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 attempted to update our Nordic Track treadmill and the update made the tablet completely useless. This is a known issue and has happened to hundreds of not thousands of people. The only way to use the treadmill is through the tablet and it will not move past the error code.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, logged calls and part orders. Please respond with the requested infomation and we would be happy to look into this matter for you.
First/Last Name:
Address: (Physical & billing if different)
Home Phone:
Work Phone:
E-mail Address:
Serial Number:
Model Number:
Where Purchased:
Date Purchased:
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:01/15/2023
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 commercial **** treadmill. In mid December 2022, the treadmill screen would not properly load.After several attempts the console would flash IFIT logo. The console screen is now completely black. Hard reset was performed and continue to have a black screen.Customer service has been an absolute nightmare. I have called at least 10 times only to be put on hold without a way to get help. I have waited several times up to an hour for help before I have to hang up the phone. There has been 2 times I have gotten a human and the first person could not help and transferred me to the holding pattern for over an hour and no one picked up; had to disconnect. 2nd time I explained problem and the technician dropped the call, leaving me an email saying company vpn dropped the call. He never called me back and I emailed him to respond. I also tried calling back. After above attempts, I have called Best Buy to hire a technician outright since that is where it was purchased the treadmill and they cannot service the machine, did not have advice. I have noticed multiple customers experiencing the same technical problem and same very, very poor customer service. Also, noticed other customers that a class action lawsuit is in consideration. As of now, all I want is to have this very pricey, one person dedicated treadmill to start working again even If I have to repair it by getting a part replaced. I am not a technical person but desperate enough to try if someone can help me troubleshoot the problem over the phone.I cant even to get help to order a part if one is needed to be replaced.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.In looking into your account today, we were able to order a new console for you. Your part order is ICS9586586. 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 youInitial Complaint
Date:01/15/2023
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 in June 2022. The treadmill has never worked. We would like a refund and the treadmill removed from our home. Details are below:I have been trying for over 2 months to get resolution to a treadmill issue and I have yet to have it resolved. I have called customer service at least 6 times, I have filed a request on the website and I still have not had any response whatsoever. I have a **** Commercial Treadmill that has never worked. I did a video with their tech support and they sent me a new motor board. I have been waiting for over 2 months for a technician to call me to install the new board. To my astonishment, when I called to get something scheduled after being on hold for 30 minutes and then transferred to a department that literally said to me I dont know why you were transferred here, I was told that the request for a technician was cancelled by the manufacturer. One person also tolde me they didn't even have us in their system I honestly am at my **** end and at this point, I would just like to have the treadmill removed and we receive a credit for the balance due on what we owe, or a refund in it's entirey. Honestly, it is the worst customer experience I have ever had and we are so dillusioned with iFit and NordicTrack that we were never purchase anything from them again.Business Response
Date: 01/18/2023
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're happy to get this resolved.
Unfortunately, you're outside of the 30 day return window. We're not able to provide a return.
We must continue with parts and service.
Are you still wanting a tech to come out to install the replacement part?
If so, we're happy to get this set up for you.
Please let us know.
Customer Answer
Date: 01/18/2023
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. Please reach out to me at ************ to get the appointment set up to have the new motor board installed. Thank you.
Sincerely,
*********************Initial Complaint
Date:01/15/2023
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 had a free membership for 1 year with iFIT 4 years ago when I purchased a Nordictrack elliptical. When the year ended I did not renew the product. All of the sudden 3 months ago I start getting monthly charges for $40 for an iFIT subscription I never signed on for. iFIT customer service is a joke. I can't get through to anyone. I am either chatting with a nonhuman or waiting and waiting on hold, over an hour. I did send in a request on-line 6 days ago and nothing. Horrible customer service. I want my money refunded. I am a senior citizen and clearly have been scammed by iFITBusiness Response
Date: 01/18/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
In looking into your iFIT account, our membership team was able to refund the Januray charge but because the December and November has 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.
Please keep in touch with your bank
Thank youInitial Complaint
Date:01/14/2023
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.
IFit did a software update in December that rendered my $1,800 treadmill useless. My treadmill is the Nordic Track Commercial 1750 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 kept in a climate controlled room and taken good care of. It's ridiculous for iFit to ignore the fact that their update bricked countless consumers equipment. Do a quick Google search and you'll see the damage they've caused.Business Response
Date: 01/17/2023
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're happy to get this resolved for you.
We have ordered a replacement console on your behalf.
Order number-**********.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 01/17/2023
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:01/14/2023
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.
My husband and I own a NordicTrack Commercial 1750 that worked perfectly until recently when iFIT sent a software upgrade that corrupted the console on our machine, rendering our treadmill completely unusable/inoperable. We paid almost $2,000 for the treadmill and paid extra for an iFIT membership that doesn't expire until January 2025 but we can no longer use either. It was nearly impossible to reach a customer service representative. We were told the fix would be to purchase a new console for almost $700, except iFIT is responsible for rendering our treadmill useless. We have always taken good care of our machine and it was their software update that killed the console. Upon researching the problem, we learned this happened to thousands of machines/customers. iFIT needs to replace the console or the entire treadmill. iFIT is at fault here. We didn't break our treadmill nor was it a wear and tear issue - our machine worked perfectly before iFIT pushed this update.Business Response
Date: 01/17/2023
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're happy to get this taken care of.
However, we were not able to pull up an account with the information provided.
Please provide the following information to take care of your registration.
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:Business Response
Date: 02/02/2023
Hello,
Thank you.
A replacement console has been ordered for you.
Order number-***********
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: 02/09/2023
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. Would the business please provide point of contact information (name, phone number, email, any internal reference number(s) pertaining to my specific complaint) for this issue so that I can follow up in the coming weeks regarding the status of the replacement console?
Sincerely,
******** ******
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