Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,414 total complaints in the last 3 years.
- 252 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:08/19/2024
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.
Bought a treadmill and it has never come on i keep calling the supposed service number *********** and am never connected to a service person i have literally spent a whole hour on hold only to be disconnected then the recording says i can submit a service request on my.ifit.com but there is no selection on that site then the automated bot says they will get a service *** to contact me and they never do this has been going on for 3 months.
Business Response
Date: 08/20/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
I'm happy to help you, can you please give us more details on what's going on with your machine so that we may assist you better?
Thank you
Initial Complaint
Date:08/14/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a NordicTrack 2450 treadmill on December 14, 2022. The device has experienced more than one issue. The latest occurred in May 2024. The device has a persistent repetitive squeaking when in motion. Being that my treadmill is still under warranty and has been routinely maintenanced, I contacted iFit support via email to resolve said issue. My first than was on June 13, 2024. I've communicated back and forth via email since. Unfortunately, support has ceased all communication since July 4, 2024. Since then, I've sent 6 separate emails with zero response. I've attempted to contact their support via phone. However, the wait times are so outrageously long, I'm not able to speak to anyone.I'm reaching out to the BBB in an attempt to remedy my issue. I'm hoping this submission will yield a response (and hopefully resolution) from the iFit team.Business Response
Date: 08/14/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account I have gone ahead and order the new belly pan for you as well as ordered a one time courtesy tech to come out and install the part for you. I've also gone ahead and added 3 month of IFIT membership for all the trouble you have had in getting this issue resolved. We truly apologize. Your order number for the part is ICS9923107. You may track it once it ships at www.ifit.com please allow 7-10 business days for shipping. Once the part arrives the tech will be notified and will be reaching out to you directly for scheduling.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 08/14/2024
Complaint: 22139418Thank you for your prompt response! If the ************************ was half as proficient, this escalation wouldn't be required. Nevertheless, your attentiveness is greatly appreciated.
I am rejecting this response to ensure the secure communication is still available while the repair is in progress.
Please email me directly using the email associated with my support request. Afterwards, reply to this communication and I will close the BBB case. I trust that having an escalation POC will yield favorable results and in turn bring my machine back to 100%
Looking forward to your response,
*****************
Business Response
Date: 08/15/2024
Hi ***,
I have gone ahead and sent you an email. It will be coming from ***************************************** Thank you!
Customer Answer
Date: 08/16/2024
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:08/07/2024
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 own a Nordic Track/iFit rower and a S22i exercise bike. Both had software updates pushed to the machines this week (8-5-2024). The rower updated fine. The bike screen turned black halfway through the update and will not turn back on. I contacted customer support on 8-7-2024 and they said that since I did not buy an extended warranty that I would have to pay for a technician to come to my house as well as pay for replacement parts. Given previous class actions lawsuits on this exact topic its odd they are telling me to pay for this when they pushed a software update that broke the machine. They offered 10% off after I stated that paying for this fix due to their SW push was unacceptable. Nordic track needs to repair or replace whatever is required since they turned the bike into a paperweight.Business Response
Date: 08/08/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and issued you a one time courtesy technician to come out and diganose your machine. Your service order number is SO-2904970. Please allow 3-5 business days for the tech to reach out to you for scheduling.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:08/02/2024
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 through multiple major overhauls to my treadmill since receiving in Jan of 2024. After asking multiple times to just receive a refund and clear up this issue they have become very unsupportive with seeking resolution. I understand their return policy is 30 days but if the product continues to fail beyond a reasonable time frame, I don't understand how they can continue to stand behind that terrible return policy.Business Response
Date: 08/02/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We apologize you for everything you have been through, we are happy to get your case sent over to our product resolutions team, first we need to gather a few photos required to do so. Can you please provide, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Once we have these we will be able to get this info sent over to them for review. Thank you
Initial Complaint
Date:07/27/2024
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.
Dear NordicTrack Executive Office,I am writing to my deep dissatisfaction with the service I have received from the NordicTrack service department regarding a dangerous issue with my treadmill. This situation has escalated to a point where immediate intervention is necessary.Despite my many attempts to resolve this matter through the appropriate channels, I feel as though I've been misled and lied to throughout the process. I reported the hazardous condition of my treadmill through the portal, and since my daughter had an accident while using it, I prioritized resolving this issue. However, instead of receiving the help I needed, I have experienced significant delays and a lack of effective communication from staff members.I was informed that all calls are recorded and will be reviewed, yet my requests for escalation to the executive office have gone unaddressed. I specifically asked for assistance, but ****, the supervisor for the morning staff, has refused to provide any support and seems to lack the necessary communication skills to address my concerns adequately. ******** is also aware of the situation and can corroborate my experience.At this point, I have invested a considerable amount of time emailing and calling, only to find myself in a frustrating cycle without resolution. The safety of my family is my utmost priority, and I urgently need your assistance in rectifying this situation.I appreciate your attention to this matter and look forward to a prompt response. Thank you for your understanding and supportBusiness Response
Date: 07/29/2024
Hi Raza,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
Could you please send us a photo of your model and serial number tag off your unit? This will help us determin the next steps. Thank you
Customer Answer
Date: 07/29/2024
Complaint: 22054425
I am rejecting this response because all the information has been provided to *********************** and he refuses to communicate and escalate our issues. He is in the service department. ***************************** is also aware of the situation. This treadmill has been dangerous and this on-going issue has not been resolved. Are you able to share your email address so I can forward you emails and also located the photos you are requesting and email them to you.
Sincerely,
***********Business Response
Date: 07/30/2024
Hi Raza,
Yes, please send them to us at ************************ Please include your BBB claim number in the subject line. Thank you so much
Initial Complaint
Date:07/26/2024
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 ordered a bike on June 18th and they haven't been able to deliver the bike. I paid for the delivery and set up. Nordictrack outsources delivery to AIT. It took me weeks to get on their schedule (which was confirmed by email several times), and when I did, they didn't show up. When I called, and waited over an hour, they said the delivery was put on a crews schedule that doesn't deliver to my area. I spoke to a manager who promised to work with my schedule to get this delivered and we choose a date. The company then send another date that didn't work for me and when I called, they said they would have a manager call me, but they never did. Every time i call, they hang up on me. They have my bike and won't deliver it. NordicTrack has washed their hands of this because they already have my money.Business Response
Date: 07/29/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your delivery. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your order it does appear that the delivery company has made contact with you with a delivery date of 7/31/24 between 12-4pm. Please let us know if this is still the plan and if you need any further assistance.
Thank you
Customer Answer
Date: 07/31/2024
Complaint: 22049845
I am rejecting this response because: The delivery company changed the delivery time again after I had already rearranged my schedule. When I complained about this, they hung up on me. I have no option but to continue to rearrange my schedule AGAIN to fit Nordic Track's constant changes/cancellations of delivery because they really don't care whether I get the product after they received payment. I'm not sure I'm every going to get this bike.
Sincerely,
***************************Business Response
Date: 08/01/2024
Hi ******,
After confirming with our ******************* it appears that your machine was delivered yesterday 7/31/24. We are happy to add 3 months of free IFIT membership to your account as a token of our appreciation.
Thank you
Customer Answer
Date: 08/04/2024
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 did finally get the bike. However, this took 2 months, a dozen phone calls and rearranging my schedule 3 times.
Sincerely,
***************************Initial Complaint
Date:07/24/2024
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.
Ordered treadmill and recieved wrong unit. Called delivery driver and told him to come back and he refused. Called Nordictrack and made them aware of the issue. A week went by with absolutely no resolution to this issue. So I have a $1400 unit in my home and pd $800 more than that.Today I emailed Nordictrack back and told them to come get their unit. We are tired of the run around. On top of this, only one person was sent to our home to install the unit, so "white glove service" was NOT given.Business Response
Date: 07/25/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your delivery. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we can see that the *** (White ***** Assembly) is being refunded back to you, please allow 7-10 business days for that to reflect your account.If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 07/25/2024
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:07/23/2024
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 purchased a treadmill from NordicTrack back in March 2022. Since owning this treadmill it continues to squeak when using. We contacted the company in May 2022 to report the problem. They sent a tech out that said it was the frame that raises the treadmill and it need to replace it. They sent the part. The next tech that came out said that wasn't the issue. It continued to squeak so they sent out a new roller. The next tech that came out said the roller was not the issue the frame is bent from the factory and the treadmill needs to be replaced. NordicTrack instead sent a kit to dampen the noise and sent a different tech to install. The tech came and said that is not the problem. This issue is now over 2 years old and Norditrack refuses to replace the defective treadmill and just keeps sending techs out to look at it. In fact one is coming next week. We spent well over $2,000 for the piece of equipment and just want a treadmill that does not squeak loudly every time you use it. I have also sent them numerous videos to document the loud noiseBusiness Response
Date: 07/25/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with scheduling. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reaching out to our service department, they have confirmed that your appointment is scheduled for 7/29/24.If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:07/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased products on the accessory side of iFit using a credit card ($22.67) and a gift card ($100). I had to do a refund of an item due to it not fitting. iFit is refusing to first issue credit to my credit card and instead issued the $30 refund to a gift card. I want my credit card refunded first at $22.67 and the rest can go on a gift card. They also need to provide me with the gift card information as they have yet to do this for the refund they claim they issued.Business Response
Date: 07/18/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your purchase. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, we reasoning behind the refund is because the gift card was used for more then 80% of the purchase it will automatically be refunded back to your gift card. We are unable to refund it back to your credit card.
Thank you
Customer Answer
Date: 07/18/2024
Complaint: 21993562
I am rejecting this response because: I paid money on a credit card that should be refunded first prior to any gift card refunds. I was never informed that this would be the resolution and feel it is unacceptable. No other business operates like this!
Sincerely,
***********************Business Response
Date: 07/18/2024
Hi ******,
we apologize for the inconvienance, as stated in our refund policy "After we receive your product, we will issue a merchandise credit if authorized by this Policy within 30 days to the address you provided with your original purchase." We do not issue refunds only store credit.
Thank you
Customer Answer
Date: 07/19/2024
Complaint: 21993562
I am rejecting this response because: I have yet to even receive the gift card information you supposedly refunded this to... how is this legal?
Sincerely,
***********************Business Response
Date: 07/19/2024
Hi ******,
Our IFIT shop manager has asked that you send him a direct email at ********************************* with questions regarding the gift card. They will be able to get sent to you.
Thank you
Customer Answer
Date: 07/22/2024
Complaint: 21993562
I am rejecting this response because: I shouldn't have to do additional outreach, your communication channels are clearly flawed and at one point I was on hold for over 50 minutes before hanging up. You didn't do this right to begin with and need to fix it via the BBB or I will continue rejecting everything.
Sincerely,
***********************Business Response
Date: 07/23/2024
Hi ******,
We have confirmation that your gift card has been sent to your email. Please let us know if you have any further questions.
Customer Answer
Date: 07/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and although I completely disagree with this policy and feel they should refund my credit card I can see I am getting no where. Buyers should beware to never use this company if they want to return anything. Horrible business and just ready to be done with them! I plan to sell my equipment as soon as my subscription is over and tell anyone I can to NEVER buy anything from Nordictrack, Proform, or iFit! Hope they enjoy losing my subscription business over this shady practice.
Sincerely,
***********************Initial Complaint
Date:07/15/2024
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 purchased a treadmill (our second from Nordic Track in 20 years because it is a quality product). In regard to the iFit membership - we never wanted it, subscribed to it, or used it.This iFit membership is a a known scam. We are seeking restitution for all monthly chargesBusiness Response
Date: 07/16/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your IFIT membership. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account we have confirmed that all your charges are processing as of 7/15/2024. Please allow 7-10 business days for that to reflect your account. We have also gonne ahead and cleared your payment method to avoid further charges.
Thank you
Customer Answer
Date: 07/19/2024
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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