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.
- 249 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:06/24/2022
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 ordered two products on 5/31/2022. Treadmill delivered 6/18/2022 damaged! Treadmill and bike with white glove delivery. Treadmill was delivered damaged and bike was not delivered. Ryder says they never received. Tracking stated otherwise. I have called and online chat multiple times a day. I can get sales department no problem of course but billing department to handle this no one answers. I leave message and no one replys. It is now 6/24/2022. After reading these comments maybe a lawyer is only option to get my bike and treadmill fixed quickly or a full refund.
Business Response
Date: 06/27/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
We were able to process a replacement for your machine your new order number is *******.
You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.If you have any further questions, please call our Billing team at ###-###-####.
Thank youInitial Complaint
Date:06/23/2022
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.
We purchased 2 machines in November of 2019. We love the machines, but did not necessarily like the iFit subscription, so decided to use the manual mode while using the machines. November 2021 my credit card was charged $421 for a subscription to iFit. Order number *******. I did not notice this charge as my credit card during the holiday time had plenty of large charges. I haven’t Used the email address from when I purchased in years so had no idea after 2 years there would be a membership/subscription charge. NordicTrack can without a doubt see I have not used their iFit program since December of 2019, yet is unwilling to refund me for a service I do not use. I really like the machines and am disappointed with the stance they are taking in taking my money knowing it’s for nothing. I spent a lot of money on their machines, but if their stance is to take my money I will not be buying another machine from them ever again. All I’m asking is for a refund for a service I have not used in years that they can very easily verify/confirm. I have tried to contact them numerous times and I either get the “read our terms and services” response or am completely ignored. I’m just so disappointed with the lack of any understanding or acknowledgment that I was charged for a service I don’t use.Business Response
Date: 06/27/2022
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 this morning, it looks like the charge for the renewal was in November of 2021. As we did not hear from you within 30 days of this charge, we are unable to offer a refund.Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL (866) 608-1798 DURING REGULAR BUSINESS HOURS.”If you wish to read more about the terms and conditions, please go to https://www.ifit.com/terms-of-use
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:06/22/2022
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.
They came yesterday to fix the machine.The tech mentioned that NOW is another vital component almost breaking (Bungie) and can happen anytime. They need to contact the company and get approved for parts and labor.The machine is A LEMON, is only six months old with less than 200 rides. It has been a nightmare to deal with NORDIC TRACK/IFit. I need my money back.***************************** <*********************>11:14 am (23 minutes ago)to ICON, ******.***** Dear *****, Thank you for your patience and response! I do apologize for the delay in our reply and getting back to you. Your case just came across my desk and it looks like from what I am seeing the machine was approved for a refund. If you have not received that you would want to reach out to our ******** and ******************* They can be reached Monday- Friday 8 am- 5 pm MST. Here is the phone number for that department ************. Have a great day.Thanks!!!Thank You,***************************** parts and services iFit Member Support 1-833-680-iFit (4348)myfitnesshelp.comBusiness Response
Date: 06/23/2022
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.
We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed as of 3/4 in the amount of $2418.88 . The refund was sent to ******* reflect on your account within **** business days. If you have not received it please contact ******* at ************
If you have any further questions, please call our Billing team at ************.
Thank youCustomer Answer
Date: 06/23/2022
Complaint: 17340376
I am rejecting this response because: I have the issue with TWO DIFERENT MACHINES. I got a refund for the treadmill last month. The new complaint IS FOR THE ROWING MACHINE.Ifit said that is against their policies to refund for the rower. AFTER 3 months the technician came home, he opened up the rower to realized that ANOTHER part is broken. Now I need to contact Ifit costumer service to open a NEW TICKET and to get the broken part in order for them to come back and repair the rower.
Long story short: Ifit IS NOT RESPONDING FOR A MACHINE THAT IN LESS THAN 6 MONTHS IS FALLING APART, THE QUALITY IS POOR (TWO ECENTIAL PARTS BROKE OFF JUST 6 MONTH FROM THE PURCHASE.
I'm asking for a full refund. I'm sick and tired of lack of response and lack of emphaty from ALL the agents and PR from Ifit.
Sincerely,
*****************************Business Response
Date: 06/27/2022
*****,
Thank you for reaching back out. We assure you that we take your concerns seriously.
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 3/5/2022. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack 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 NordicTrack 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 into your account, we can see that a service order has been set up to have a technician come out to resolve the issues on your machine. The service order number is SO-2639256.
Please let us know if you have any further questions.
Thank you.
Initial Complaint
Date:06/21/2022
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 ordered this Nordictrack exercise cycle R35 for **** dollars and it came very late. I then found that the cycle was poorly designed and constructed with screws and bolts not fitting right or poor alignment. I finally got it together with zero help from IFIT or Nordictrack/same company/ICON Fitness all same company because no one to contact and all phone numbers do not work just listen to message from machine. Then tried to get the IFIT console to work by getting WIFI signal and it won't work and then checked that my machine was registered and cannot contact anyone to see if it is registered and cannot do email since it does not work for any of the emails from any of the above companies (again being the same company) and text messages dont work from them either and if I wanted to order parts that does not work either. The company did a huge layoff and possibly is going under so they took my money but they are not available for anything or any service ect. Terrible company and look at their reviews from many others across the country and the same thing for those reviews.Business Response
Date: 06/23/2022
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 can see your account was started and needs a little more information to finish registering. Please provide your model number, serial number, purchase date and where it was purchased from along with the price. The model and serial number sticker are located on the machine. On the front cover of your users manual it has a picture with an arrow pointing to where the sticker is located on your machine. We would also be more than happy to assist through ****************** or instagram messenger and chat or directly over the phone at **************. Over messenger, we do have reps available every day from 6am-10pm MST and on the phones from M-F 6AM-10PM.
Thank youCustomer Answer
Date: 06/24/2022
Complaint: 17457658
I am rejecting this response because:Please help me. Nordictrack/ICON Fitness/IFIT is not communicating with me on my recent purchase of their exercise bike to see if I am registered and to also help me getting it to work. Just simple communication and acting in good faith for a business
Sincerely,
*******************************Business Response
Date: 06/27/2022
*******,
Thank you for reaching back out. We assure you that we take your concerns seriously.
As we previously stated we need to register your machine in order to better assist you.
Please provide the following information:
-Model number (including the decimal)
-Serial number
-Date you received the machine
-Date you purchased the machine
-Where you purchased the machineYou can refer to your owner's manual for the model number and location of the serial number.
We would also be more than happy to assist through ****************** or Instagram messenger and chat or directly over the phone at **************. Over messenger, we do have reps available every day from 6am-10pm MST and on the phones from M-F 6AM-10PM.
Thank you.
Initial Complaint
Date:06/21/2022
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.
Date of transaction: 5/27/2022 Amount paid: $2,419.99 What the Business was to provide: Delivery and set up of a treadmill at my home in a room of my choosing Nature of dispute: Item has not been delivered and no one has reached out to set up a delivery. What the business has done to resolve the problem: the only people I have been able to get ahold of said that the local warehouse refused to unload the item because the warehouse was too full. I have reached out to them again for further update but have not received a response. Order Number: **********Business Response
Date: 06/22/2022
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.I have reached out to our product tracking team requesting an update on your order. They have confirmed that they have reshipped your order with a different carrier. Your new order number is ******* and also issued you a credit of $92.22 for your inconvienance.
If you have any questions, you can contact our Member Services at ************** (****) with any questions.
Thank youBusiness Response
Date: 07/14/2022
*******,
Thank you for reaching back out. We assure you that we take your concerns seriously.
We have reached out to our Billings and Returns team in regards to your accepting the 6 months of iFIT. It is an additional 6 months.
The expiration date for the iFIT membership is 1/27/2024.
Please let us know if you have any further questions.
Thank you.
Customer Answer
Date: 07/20/2022
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:06/20/2022
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 bought a bike from ifit and it will not work They will not provide assistance! I have called and they want me to pay for replacement.Business Response
Date: 06/21/2022
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 1/2/2022. 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 can see you spoke with our team today 05/11/202, and we have been activley working to get your machine repaired. You do have a open service request The technician will be coming out to diagnose any issues or required parts needed for the machine. That service order number is SO-*******. The tech will be contacting you soon to schedule an appointment with you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 06/21/2022
Complaint: 17451368
I am rejecting this response because:
Sincerely,
*******************************this is not correct! I have been in contact with them constantly.
I have replaced all the parts. I was told they would have a tech come out and I have not heard from anyone.Business Response
Date: 06/23/2022
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.Looking into your account today we have record that the technician has contactd you to schedule your appointment for 7/7/22 between 8am-12pm.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:06/19/2022
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.
We purchased an elliptical machine and since we received it the machine has not functioned properly. We have worked with iFit for longer than a few years with this same issue. They continue to try and charge us a fee when we shouldn't be charged due to the warranty. A service tech has come out a multitude of times and the issue has never been fixed. A part was ordered but now the tech refuses to call us and iFit just keeps wanting to send the same tech to our house. I have even reached out to the tech personally. This has been ongoing for at east 4 months now. I call iFit and tell them the tech has yet to contact us, they send another notice to the tech and tell us to wait. I wait a few weeks and then have to reach back out to iFit, who tells me the exact same thing. It is obvious that our machine is defective and has been from the time it was delivered. I have requested a replacement several times. Each time I contact iFit they're less than helpful and continue to tell me the same thing, wait for the tech to contact me. They took my $3,000 and now refuse to ensure the product is up to standards...for YEARS!!!!! I want a replacement machine or a full refund! We purchased this item expecting it to work as advertised, and it hasn't ever, and they refuse to replace or refund the consumer.Business Response
Date: 06/23/2022
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.
This morning we have looked into your account and can see that there has been a delay with getting the technician out to service your machine. With the ongoing issues, we have decided to submit these issues to our ******************* team by submitting a ******************* form.
In order to do so, we will need a few images of the machine first. Can you please send us the following images?
A picture or screenshot of the receipt from the purchase of the machine
A picture of the sticker on the machine that shows the model number and serial number
Lastly, three photos of the machine, with the full machine in the image.
Please also confirm the best contact number, email address, and shipping address as well.
Once this form is submitted, our Product Resolution team will contact you regarding the next steps.
If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)
Thank youInitial Complaint
Date:06/18/2022
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.
Company is still withdrawing money from checking account after subscription was canceled. Their customer service team did nothing and mentioned that there was no existing account and couldn’t find one after i gave all my information pertaining to that account. They have no way of canceling or managing the account through their website or their app.Business Response
Date: 06/23/2022
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 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 correct information and we would be happy to look into this matter for you.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:06/17/2022
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 bought a Freestride Trainer FS&i based on the positive reviews on their site and it just turned into a nightmare. The machine has been broken for the last 8 months. Multiple replacement parts have been shipped to my home and 6 technicians have attempted to fix it to no avail. Some of them just lubricated the machine and said parts do not need to be swapped. I've have missed 6 days of work to wait for the tech visits and today the tech said "the part I replaced last failed, I'll order it back and just called me when it arrives" completely unacceptable. I have wasted hours talking with customer service asking for resolution or a call from a member of management with no care or response for my concern. I just get placed on hold or I'm given a new case number. I have sent private messages thru social media and no one calls me back, just "we are working on it" messages. I emailed the company CEO, no response. I've work in the service industry for 33 years, if I conducted myself in this way, I would be out of a job. I paid a premium for a supposedly reputable brand and ended up getting a big lemon. Please think twice before buying a product from this company.Business Response
Date: 06/22/2022
Hello-
Hi,
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 have been in contact with one of our service agents and they were able to order parts for you and set up a service order as well. We are unable to process a refund or replacement at this time.Your part order is **********. You can track that at the link below:
https://my.ifit.com/MC/s/order-tracking
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 youInitial Complaint
Date:06/17/2022
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.
We bought the NordicTrack Commercial **** Treadmill on December 4th 2021. In a couple of uses we realized that the heart rate monitor does not work. We connected with Nordic Track and told them , the manager ********************************* said that all the machines with the heart rate monitor has that problem . If NordicTrack knows that's an issue with their machines then why are they still selling a faulty machine. We have asked them to replace it with a machine where it works as we have paid premium Dollars. They said if they do it would be a simple bar without the heart rate monitor or an external monitor. They refused to replace the whole treadmill and even take the machine back and give us a full refund. Why is Nordic Track still selling a Faulty Machine. We asked them as its still under warranty then please replace it with a upgraded machine where all the functions provided on the machine works. But they only want to either replace the bar with a simple bar or an external heart rate monitor.Business Response
Date: 06/21/2022
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.
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 01/18/2021. 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 into your account, we can see you spoke with a supervisor on 05/31/2022 regarding your pulse readings. As we have reviewed your account today, their information is correct and like she stated, we can send a replacement pulse crossbar or offer a chest or arm heart rate monitor as a courtesy however we will not replace or refund your machine.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
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