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 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: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 an iFit membership mainly because they advertise that iFit will upload to GarminConnect (****************************************************). However, it doesnt. Even their technical support says it doesnt work and they are working on it, with unknown date of which this will actually work. This is false advertising and it significantly influenced my decision to purchase the subscription. I enjoy the subscription and dont want to cancel, but they need to issue a refund or provide free months of membership until this is resolved on their end.
Business Response
Date: 01/19/2023
Hello-
We apologize for the issues you're having with this. I am having an IFIT agent reach out to you via email to assist you.
Thank you!
Customer Answer
Date: 01/31/2023
Complaint: 18819979
I am rejecting this response because:They did reach out to me, I responded back to them immediately and have had no response since so nothing is resolved. Just because they reached out to me doesn't mean they did anything
Sincerely,
***************************Business Response
Date: 01/31/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
I have just reached out to this agent and have asked them to respond to you as quickly as they can.
Thank you!
Customer Answer
Date: 01/31/2023
Complaint: 18819979
I am rejecting this response because: the business has done nothing to resolve the complaint. They emailed a couple days after the complaint was filed. I responded over a week ago. They have not responded back. Nothing is resolved. I am paying $180/yr for something that does not perform as advertised. No resolution yet.
Sincerely,
***************************Business Response
Date: 02/02/2023
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 the IFIT representative and they will be reaching out to you again to get this taken care of.
Thank you!
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.
I purchased a NordicTrack treadmill in August of 2020. In December of 2022, there was a required software update. I downloaded the update and it broke my treadmill. The screen would no longer turn on, and I would get a fatal API 3 error. I tried calling iFit multiple times over the following weeks in order to get support. They would either hang up on me after saying Id be on a brief hold, or in the rare occasion I actually spoke with a person, theyd say the only fix was to buy a new console, which was over $600. Ive researched this issue and this is an extremely common problem. After the firmware update in Dec 22, many customers experienced this exact situation. It seems that iFit has required an update to machines that were just outside of the 2 year warranty, then subsequently crashed their own system, resulting in each person needing a new console. This cannot be ethical, nor legal. I need resolve. If getting a new console is the only fix, iFit should be responsible for providing a new console! My treadmill was working perfectly fine prior to downloading this firmware update.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 noticed that a console has been ordered for you. Order number-ICS9583216.
Is there anything else you're in need of?
Please let us know.
Have a great day!
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.
I have been waiting 2 months, Since November 2022 for a replacement part for my S22i bike (ics9547109). I continue to receive the same answer from the worst customer service centers ever. 2 to 3 weeks as the part is back ordered. I just want my part so i can use the product we purchased. As this bike is just a paper weight till i get my part that i ordered. Or send me a new bike to replace the broken 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.
After reviewing your account, a restock is about to be delivered.
We've reached out to our parts team to escalate this to make sure your order ships out as quickly as possible.
Your order will be shipping out with in the next **** business days after the restock is received.
Let us know if you have any questions.
Have a great day!
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.
I paid for the extended warranty was around ***** I have a part broken on my x32I. My wife and my self-have been trying to get in touch with them for about two weeks now. We get put on hold for 1-3hrs also try the call back they hang up on people. When you talk to sales they say try calling first thing in the morning when they open. We have done that every time. No matter who you talk to they play the transfer game. It is well non for having bad customer service, but when you spend so much on a warranty and cant use it is wrong. I just want to get someone to talk to and get my product fixed. Have it working like it was when I bought it not the games to talk to someone. My desired Resolution is they work on there customer service The date is one of them is 1/16/2023 other one I can remember is 1/09/23 The bussnes is nordictrack/ifit there phone number is **************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 it appears that you have been assisted and parts and service have been ordered.
Please let us know if you're in need of further assistance. Have a great day!
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 is regarding order #SO-2710780. My Nordick track Commercial *************************************************************************************************** early Dec'22. Based on internet search, I found that this error is a known error from iFIT and lot of other customers had similar issue. Equipment was running fine until this upgrade from iFIT occurred and my equipment. After multiple attempts to contact iFIT, I was able to get technical support and after a conversation stated I would have to pay $159 to have a support technician come to my house to look at the treadmill. The support technician came out and after some troubleshooting determined I need a new console and was most likely because of a recent iFIT update to their software that has been causing this with many customers. I contacted iFIT many times so far, opened case #ICS9577582 for help and even called many times. Hold times are usually for over 1 hr and then get disconnected and they do not even respond to case. This has impacted my schedules for over a month and I still do not know when it will be resolved. Terrible experience so far with iFIT support with no accountability and responsiveness . I would like them to send me a new console at no charge and have it installed as well at no charge.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 over your account and do see a console, walking belt, and walking platform have been ordered for you. You will need to call in to our non warranty department at ************ to pay for a return visit.
Thank you!
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 you
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