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

2,414 total complaints in the last 3 years.
252 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:07/27/2022
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 direct from the company with "white glove" home delivery and set-up. The treadmill has not worked since it arrived. I have called, emailed and messaged the company's support, but have not received assistance and it is days at a time between their responses. I simply want a treadmill that works and credit for the iFit subscription I have not been able to use while the equipment has been inoperable.
Business Response
Date: 07/29/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
We have reached out to our Billing and ****************** regarding your request and they have informed us that they are unable to process a exchange at this time. We will need to continue with parts and service. However, they have applied a credit to your account in the amount of $120 or your inconvienances. We apologize for all you have been through.
If you have any further questions, please call our Billing team at **************.

Thank you

Customer Answer
Date: 07/30/2022

Complaint: 17632862

I am rejecting this response because: clearly the author failed to understand the issue. Their service department has been non responsive and provided no assistance. The response to simply continue working with them does not help in any way and does not address anything.

Sincerely,

*****************************
Business Response
Date: 08/01/2022
Hello,
Thank you for reaching back out. We appreciate you taking the time to work with us.
We sincerely apologize that your machine has not been fixed yet. Can you please describe the issues you are having with your machine in detail? Also provide a video of the machine issues.
Can you also verify the model/serial number of the machine?
Once we have this information, we can help you get your machine working!
Thank you.
Customer Answer
Date: 08/04/2022

Complaint: 17632862

I am rejecting this response because: The response was a request for information provided, so there was nothing to accept.
- Can you please describe the issues you are having with your machine in detail?
There are three issues. First, the machine randomly stops in the middle of a workout. This is an abrupt stop of the treadmill that has thrown me from the machine. The second is similar. The key is in place and untouched, but it will randomly stop stating the key was removed, then restart again as if the key had been replaced when nothing has actually been done with the key. Third, the tray and legs were damaged by the "white glove" installers when it was delivered and set up. The new legs were sent, nothing has been communicated about when the tray will be sent, and the legs won't be repaired until whenever iFit sends the other part as well.
- Also provide a video of the machine issues.
There is not an option to upload video to this response due to file type and size limits. I have provided the video to iFit and am aware it has been viewed by multiple people there. I simply have still not received a resolution.
- Can you also verify the model/serial number of the machine?
Model ********** / Ser # PP100C0034634

Sincerely,

*****************************
Business Response
Date: 08/05/2022
Hello,

Thank you for reaching back out. We assure you that we take your concerns seriously.

In looking into your account we see that a service order has been set up to have a technician come out to replace the parts.

Have you been contacted by the technician?

Thank you.

Customer Answer
Date: 08/09/2022

Complaint: 17632862

I am rejecting this response because: there was only a question, nothing to accept
I have not been contacted by a technician to fix the issue, nor have I received any parts or calls

Sincerely,

*****************************
Business Response
Date: 08/09/2022
Hello,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to the service team to escalate the technician. You should be contacted by the technician as soon as possible.
For order ICS9464002, it shipped 8/3/22. It should be delivered today 8/9/22. Here is the tracking link.
https://wwwapps.ups.com/WebTracking/processInputRequest?loc=en_US&tracknum=1Z0841X60346469175&requester=ST/trackdetails
For order ICS9460216, two of the parts shipped 7/22/22 and should have been delivered on 7/26/22. For the last part of that order we have just submitted a part resolution form to our part specialist. They will look into your order and see what we can do about getting the part out to you quicker. The form should get approved within the next 48 business hours.
Please let us know if you have any further questions.
Thank you.
Initial Complaint
Date:07/27/2022
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 elliptical for $2700.00 August of 2021. It stopped working in March of 2022. NordicTrack refused to come fix it even though I purchased a 3 year extended warranty. I filed a complaint with the BBB and NordicTrack came out to fix my machine. At the end of June, 2022, my machine stopped working again, the same part broke again. I called NordicTrack to return the machine but they won't do a return after 30 days. I had to order the new part again. This time the part is on back order so I haven't had use of my elliptical for over a month. I did file a complaint again with the BBB but you wrote back that since I didn't respond to you, you closed my case. I was unaware of anything I needed to respond to. Please help me, this machine is too expensive to just sit in my house broken.
Business Response
Date: 07/28/2022
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 have reached out to our parts department and they have confirmed that the parts are in the warehouse and are in the process of building and shipping them. Please allow 2-3 weeks for shipping.
We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.

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

Thank you

Customer Answer
Date: 07/28/2022

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:07/26/2022
Type:Delivery 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.
My account was charged a year activation charge for a service I did not request or approve. I called the number for this company. They reversed the charges . A month later I receive a **** for 69 dollars for a late fee and service fee. I did not approve of any charges. When I called to dispute this I was transferred back and forth hung up on for over a hour and a half. Date for this original call was June 26 2022. Today's date for the follow up is July 26th 2022. I need this handled and dropped from my account. My account should be closed.
Business Response
Date: 07/27/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.
After looking into your account today, the late fee was from TDBank the fiancing company. Because they are a 3rd party we are unable to refund any fees that were applied by them as we are seperate companies, You will need to contact ******* at ************ for further assistance.

Thank you

Customer Answer
Date: 07/27/2022

Complaint: 17628909

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:07/26/2022
Type:Delivery 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 placed a $1,900 order on June 28, 2022 but did not receive the product. When I called customer service, they did not know why the item was not delivered and offered no further assistance. The delivery company (Non-stop delivery) did not respond to numerous phone calls.
Business Response
Date: 07/27/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with delays in delivery. 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 machine purchase, which is currently still in progress. We are unable to release funds to refund you 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 can’t do anything with this account until the dispute has settled.
If you have any further questions, please call our Billing team at ###-###-####.
Please keep in touch with your bank.
Thank you

Customer Answer
Date: 08/06/2022

Complaint: ********

This is simply theft.

***** **
Business Response
Date: 08/08/2022
Hello-
Thank you for reaching back out. We assure you that we take your concerns seriously.
We apologize for the inconvenience.
As we stated we are unable to do anything with the account until the dispute is resolved.
If you have any further questions, please call our Billing team at ###-###-####.
Please keep in touch with your bank.
Thank you.
Initial Complaint
Date:07/22/2022
Type:Order 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 treadmill with delivery and assembly. I have had to receive two separate treadmills because of damages and the cords were missing. I called customer service and they said they would send me the correct cords and they were the wrong cords. I cannot get anyone to help me and they will not reimburse me for assembly even though it was never completed.
Business Response
Date: 07/25/2022
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, we spoke with our parts team regarding your console connection issue. They explained the part sent was just the console and that you would need the wires attached to the old console to be able to connect your new console to the machine. The wires needed from the old console are all connected to the console pivot bracket. We have attached pictures to help show the wires and console pivot bracket that will need to be put on the new console. Those are the wires that connect to the machine. Please let us know if that resolves the console connection issue or if additional parts are needed.
We also spoke to our billing team regarding your reimbursement request for assembly. They confirmed with the assembly team that the machine was partially assembled, so we have partially reimbursed the assembly fee. The reimbursement amount is $109.00, confirmation number ********.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Initial Complaint
Date:07/20/2022
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 ordered a rowing machine on march 4th 2022. The machine was delivered on March 29th. I called in because the screen would not turn on and the delivery people damaged my flooring, waited on hold for over 3 hours as well as sent emails etc. Finally after many hours on the phone a service person was able to talk me through taking a piece off and checking the wiring which allowed the machine to work for a few weeks. It began having the same issues shortly after. They had to order a new screen and they informed me that they do not have service technicians in my area. What???? apparently we have to fix the machine ourselves after paying a white glove set up of $250. So my husband spent a day fixing our flooring as well as fixing the rowing machine. I no longer want this machine but was told by Nordic Track that they will charge almost $1,000 to return. After I disputed this, they decided that I am outside of the 30 day window to return.
Business Response
Date: 07/21/2022
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 the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 4/30/2022. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.

In looking at your account, we do have the option that if you would like to hire your own technican to fix the machine our service deparmtent will issue a refund of the service. If parts are needed please to make sure the technician contacts us to get those parts sent out as your machine is still under warranty.

You are welcome to reach out to our Member Services at ************** (****) with any questions.

Thank you

Customer Answer
Date: 07/28/2022

Complaint: ********

I am rejecting this response because: Your business is in the business of ripping people off and I will NEVER purchase from you again. You are not fixing the issue. Your delivery people ripped up my flooring transition and you have not even commented on that! My machine did not work from the day it was delivered as well as the fact that you do not answer your phones so how exactly are consumers supposed to get in to your so called 30 day window? I should be refunded my "white glove" delivery set up as my husband had to take the whole machine apart and fix it himself.

Sincerely,
***** *******
Business Response
Date: 07/29/2022
Hello-
Thank you for reaching back out.
We apologize if the delivery company caused damage when delivering the machine. If that is the case you will need to contact the delivery company to resolve the issue.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you.
Initial Complaint
Date:07/18/2022
Type:Delivery 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 my Nordictrack treadmill - Commercial **** on 6/13/22. On 6/29/22, I received an email from their third party shipping company, NSD, stating it had arrived at their local shipping warehouse and that they would call me within 48 hours. It's 7/18/22 and NSD has yet to contact me to set up a delivery date. I called iFit/Nordictrack last Thursday, 7/14/22, and they advised I will be contacted by NSD by today, 7/18/22. At this time, nobody has contacted me and there's nobody to talk to at NSD.
Business Response
Date: 07/22/2022
Hello-

We are so sorry about the inconveniences and the frustrations that you have experienced with the delivery of your order. We completely understand where you are coming from on this matter.

This morning we have contacted the delivery company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

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

Thank you

Customer Answer
Date: 07/28/2022

Complaint: 17584944

I am rejecting this response because: To current date (7/28/22), I have not received a phone call or email from either NSD shipping company or Nordictrack to schedule my delivery. I placed my order on 6/13/22 on the Nordictrack website. It was delivered to the local NSD terminal center on 6/29/22. It's now a month later and I still do not have a phone call or email to advise of my treadmill!!!!

Sincerely,

*************************
Business Response
Date: 07/29/2022
Hello-
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our Product Tracking team again today and they informed us that it is out for delivery today 7/29/22 and should be delivered between 2pm-6pm.
Please let us know if you have any further questions.
Thank you.

Customer Answer
Date: 08/01/2022

Complaint: 17584944

I am rejecting this response because: My treadmill has not been delivered to me and it's now August 1st at 1pm CT. This is beyond ridiculous!! I'm requesting an annual family subscription of iFit in order to compensate for this inconvenience that has continued to caused me.

Sincerely,

*************************
Business Response
Date: 08/02/2022
Hello-
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our Product Tracking team again today and they informed us that it is out for delivery yesterday 7/31/22.
Our ******** and Returns team was able to add 3 months of iFIT for the delay. The new expiration date is 12/21/2022.
Please let us know if you have any further questions.
Thank you.
Initial Complaint
Date:07/18/2022
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 proform treadmill and it was heating up and stopping contact proform they sent me parts that I had to put on Ive spent at least 8 hours putting parts on and 8 hours on phone keep getting run around some will contact me then wont call back been waiting 3 weeks from last contact am fead up with trying to deal with this company
Business Response
Date: 07/19/2022
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 have set up a service order to have a technician come out to diagnose the issues with your machine, as well as diagnose what parts are needed to resolve the machine issues and noises. That service order number is SO-*******. The technician will be contacting you within the next **** business days to schedule an appointment with you. If you do not hear from the technician within this time frame, please reach out to us and let us know. If the technician is not able to fix the machine, we are happy to look into other options.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:07/18/2022
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 Pro-Form treadmill roughly 2 years ago. Roughly 3 months ago, the entire consul would not work. I have purchased an extended warranty. I reported the mechanical issue a little over 2 months ago. Each time I call the Customer Service number to check status on the parts, I am told a different story. I.e. Part was on back-order, then part is delayed, then, we did a "custom repair" and it takes time, then, most recently, the part is is in "quality control" and this process takes 3-4 weeks. UNBELIEVEABLE!~ I need my tredmill for health reasons, not recreation. The lack of urgency, care and concern is SO frustrating. I do not have a spare couple of thousand dollars to purchase a new one. I just need this one repaired. Frankly, the entire consul should NOT have failed after 2 years. I truly appreciate your help!
Business Response
Date: 07/20/2022
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 see that a Build and Ship form has been filled out for you part. They also let us know that your part's ETA is the end of the week to be shipped out. Please be on the lookout for that! We are unable to process an replacement at this time.
Your service order number is **********. The technician has emailed you, and will be scheduling an appointment with you once all parts have been delivered.

Once your appointment has been completed, if you have any further issues with the machine, please reach out to our Member Services department at ###-###-####.

Thank you
Initial Complaint
Date:07/15/2022
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 our machine in September 2020. Right out of the box the machine did not work properly. We call customer support which you can literally wait hours on the phone and they sent parts. Because of Covid they would not send a technician so I needed to pay somebody to install the part. Three months later the machine broke down again. They sent me the same part again. A few months later again the machine stopped working and continue to send me a replacement part of the same. I try to tell them that this part is not resolving the issue and would really rather have a refund or replacement machine which they refused. This machine has been repaired at least six times since weve owned it and has not worked more than half the time. Again last week we have asked for a refund or a replacement. We have not heard back. They want to keep fixing this with the same part does not fix the machine. A technician has said it might need a consul or the part might be something to do with the electrical wiring internally. Please help us get a replacement machine or a refund.
Business Response
Date: 07/18/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
In looking into your account this morning, we noticed a legal form was submitted on 7/13. We have escalated this matter for you and have confirmed our representative Treona was able to contact you and confirm a waiver was going to be signed to remove the hold on the legal form in order to move the process along and get these issues taken care of. We would advise continuing to work with Treona directly to be assisted as quickly as possible.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

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