Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,413 total complaints in the last 3 years.
- 251 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:06/11/2024
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.
Purchased Nordic Track in October 2023. It had a one year warranty and I purchased a 3 year I fit extension and warranty. Approximately 5 months ago started to malfunction and would not display cadence, speed or respond to the I FIT program. I troubleshoot with them and in view that the problem could not be resolved I decided to pay for an in house tech evaluation, would have to wait 5 business days for them to contact me. A week later I contacted them again, they said they would escalate the request and to wait 48 hours for a response. After nonresponse communicated with them again, they would send it to a different company, had to wait another 5 business days. Nonresponse again, they give me a phone number out of state to call and they tell me that the tech was would need surgery and they had no one else. Company tells me they would try to get someone else, give them 48 hours. No response. Multiple times I asked to talk to service coordinator, they promised he would call. Still haven't heard from them. Today I asked to talk with service coordinator, they could not connect me. At this moment I want my machine to be fixed or replaced. I do like the product but the service is pitiful. Model # NTEL71620.5 Serial # *************
Business Response
Date: 06/12/2024
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 and talking with our service coordinator regarding your open service order, they have confirmed that they reached out to the tech as of 6/11/24. The tech that was orginally assigned to your case was just diagnosed with cancer and they are reassigning your case internally to get a different tech out asap. You will be hearinng from the tech within 3-5 business days for scheduling.
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.
Customer Answer
Date: 06/12/2024
Complaint: 21833235
I am rejecting this response because: hopefully you will find someone else This Is the second company and 4 escalations to no avail
Sincerely,
***************************Business Response
Date: 06/13/2024
Hi *****,
We apologize for the delay, we just spoke to the tech and you should be receiving a call within the next ***** hours.
Thank you
Customer Answer
Date: 06/20/2024
Complaint: 21833235
I am rejecting this response because: As of today no tech has communicated with me to address the issue. I received an email from ****************** telling me that they had reassigned to a different company and allow them 5 business days to contact me. They said they would resolve in 48 hours. As you may see I have had no resolution yet
Sincerely,
***************************Business Response
Date: 06/21/2024
Hi *****,
This morning we have contacted the tech 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 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:06/09/2024
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.
We recently purchased an Elliptical from Nordictrack. On 6-7-2024 I received a call from NordicTrack confirming that we received the unit. The guy also mentioned an ifit subscription but I did not agree to pay anything and he did NOT say I would be charged $699.00 after that call. A few hours later I noticed the $699 charge on my credit card, I'm guessing for an iFit subscription that I did not agree to. My wife called later that night and was told the charge would be reversed/refunded.Today, 6-9-2024, the $699 charge has fully posted to our credit card with no reversal. This is VERY deceptive practice. We absolutely were not told about this charge and did not agree to this charge.Business Response
Date: 06/10/2024
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 were able to go ahead and issue you a full refund in the amount of $699 with authorization number 60372151. Please allow 7-10 business days for that amount 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 you
Initial Complaint
Date:06/07/2024
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 trendmill with Proform last year. And now it’s not working at all. It’s not turning on. I spoke to a chat agent and his response was not helpful at all. I would like a resolution because my trendmill is brand new.Business Response
Date: 06/10/2024
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 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 **********. The technician will be contacting you within the next 7-10 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 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!Customer Answer
Date: 06/10/2024
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:06/06/2024
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 bought a ProForm treadmill on 10/11/2023 from Dicks Sporting Goods. The belt stops working while I am on it. iFit sent a service tech out to switch out parts 3 times. It still has not resolved the issue. I called again on 5/30, spoke to a supervisor who told me I would hear back from her within 24 hours. That was 1 week ago. She stopped responding to my emails. iFit has terrible customer service and doesn't stand behind their product. I am contacting my attorney and beginning legal action against them, I have no choice at this point.Business Response
Date: 06/06/2024
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 and talking with the supervisor assigned to your case, I have confirmed that parts and service were set up for you today 6/6. They have ordered a new walking belt for you and requested a tech to come out and install that for you, as well as inspect your machine to get it up to manufacturer's specs. Please allow 7-10 business days for the item to ship to you. Once the parts arrive the tech will be reaching 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 youCustomer Answer
Date: 06/06/2024
Complaint: 21810393
I am rejecting this response because:This will be the 4th service call. Nothing has changed. The belt stops when i am walking on it. I already pulled my back out once.
If I get on it and get seriously hurt, there will be a major lawsuit against Ifit. This will be the last service call, if it not fixed, I want a replacement.
The level of customer service has been horrible. I've had one **** ***** hang up on me. ***** has not responded to me emails after promising to call me within 24 hours after I initially spoke to her. Other reps said they would get back to me and never do.
I have reached out to my attorney this morning, if this is not resoved, she will begin legal action.
Sincerely,
*************************Business Response
Date: 06/07/2024
*****,
We appreciate your persistence. Please let us know when the ordered parts arrive, and when you are contacted by the technician. We are committed to making this issue right.
Customer Answer
Date: 06/17/2024
Complaint: 21810393
I am rejecting this response because:I'm not satisfied because nothing has been done. Parts were delivered but no one has done anything with them. Treadmill still stopping while you're using it.
Sincerely,
*************************Business Response
Date: 06/18/2024
Hi *****,
We have reached out to the tech and they have assured us that you will be hearing from them in the next 24 hours. Thank you
Customer Answer
Date: 06/26/2024
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.A technician was here and replaced the belt. It is not stopping any longer when I walk, but it is slowing down, and then speeding back up.
I will call ifit for support
Sincerely,
*************************Initial Complaint
Date:06/04/2024
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 called the company in November approximately 11/29/23 because i moved and wanted to have my Weider pro 8700 equipment reassemble after moving to Florida. My credit card was charged 199.66 to reassemble my equipment. i was directed to a service person who did not have any appointment times, then i was told that it was around the holidays and i had to wait until after the holiday due to staffing. The servicing of my equipment was delayed from November until until about March when finally the service person came to my home. He could not put it together, he state that he did not have the correct manual and he needed to order it. He finally received the manuel and then stated that there were parts missing and i need to purchase the parts, he stated that i may not be able to get the parts because my equipment was an older modelt. By the time i was able to order the parts because i had to wait until the technician send in his report, it was already 6 month from the date i ordered the service due to the technician delays. i was told by the technician that he was unable to put my equipment together because One screw could not be ordered from IFIT. I was able to find that screw on amazon but he refused to use it because it was not from IFIT. I then ask for my money to be refunded because the service i paid $199.66 had not been done. I was told that so much time had lapse and that the technician came out to my home so they would not refund my money. I just don’t see how this is fair, they are the ones that delayed the repairs, not me and they get to keep my money for equipment they never worked on. I would like to have my money back because the service i paid for was not renderedBusiness Response
Date: 06/05/2024
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 was able to go ahead and fill out a credit request form for your service charge. Please allow 7-10 business days for this to reflect your account. The total amount being refunded is $199.66. We apologize for the experience you have had.
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: 06/07/2024
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:05/20/2024
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.
The company responsible for delivery emailed about getting more money for "white glove" delivery and when I didn't immediately agree they stopped responding to my emails.They were supposed to call me to schedule delivery but did not. It was set up for time that I am working. I will have to miss work because they didn't follow their own procedures.They are also not helping me get it into the house and when I called for support they said they could help for more money.When I told them that I expected support for free or even a discount they hung up on me.After reading online there are many terrible reviews for this. Nordictrak is the brand I bought and they should be ashamed of themselves for this.I have no path forward and they are not helping me at all.I want the product but am so disappointed in how they have chosen to do this.Business Response
Date: 05/21/2024
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.
This morning we have contacted the assembly 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 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: 05/21/2024
Complaint: 21737859
I am rejecting this response because:I already took care of this myself. They provided no value here.
They also wanted to charge me 400 to return the product. So i was forced to keep it.
I'd like to request a partial refund to the product i purchases.
at the very least I want them to change their ways. ****** delivery reviews for ifit, they are all terrible.
Sincerely,
*********************Business Response
Date: 05/21/2024
Hi ****,
We were able to get some more infomation for you regarding delivery. The delivery company confirmed 5/28 delivery date and the unit will be assembled. You will receive a time window notification 24 hours in advance and 30 30-minute call the day of delivery before arriving. Please let us know if you have any additonal questions.
Thank you
Customer Answer
Date: 05/21/2024
Complaint: 21737859
I am rejecting this response because:Again, i did this entirely myself by calling your team and *****.
I asked for compensation. If it's a no, then I just need you to say that out right. Please be forthcoming.
Sincerely,
*********************Business Response
Date: 05/22/2024
Hi ****,
Absolutely we have a couple different things we can offer you. Please pick one of the following:
- 3 months extended FIT subscription ($117 value)
- Bluetooth Heart Rate Monitor ($99 value)
- Floor Mat ($69 value)Thank you
Customer Answer
Date: 05/22/2024
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 believe the subscription will be of the most use to me. Thank you.
Sincerely,
*********************Initial Complaint
Date:05/11/2024
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.
Our treadmill stopped working following a software update. We called a repair tech who informed us this issue is part of a widespread issue. I wrote to IFIT to inquire about how they could remedy the issue since it was not due to wear and tear, it was not due to misuse and was instead part of a bigger issue. After repeated back and forth over e-mail with the service department and my asking for what I wanted, I was told that since it was out of warranty, it was my responsibility. I would agree if there were any issues, such as a worn-out belt or a burned-out motor. However, this issue was widespread, affecting many customers and, in my opinion, due to negligence on their part. I can now no longer use my machine. There is power to the machine, and the Bluetooth light is on, but the control panel will not power up. Again, this is a widespread issue and I am seeking that they do the right thing and make any attempt to make things right.Business Response
Date: 05/13/2024
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 replacement console. We apologize for all you have been through in getting this resolved. Your order number is ICS9889316 you may track it once it ships at www.ifit.com. Please allow 7-10 business days for shipping.
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: 05/16/2024
Better Business Bureau:
I am pleasantly surprised! Whereas the intial e-mail exchanges were frustrating, when the person taking the escalation and who responded here did the right thing. The replacement part was shipped very quickly and it was received today. THANK YOU IFIT for taking care of this issue.
Sincerely,
****************Initial Complaint
Date:05/10/2024
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.
Nordic track/Ifit is fraudulent, as a summary. They sell machine and a warranty that they don’t honor. Nordic track used to be a respected brand, but this company has no integrity. The phone trees and wait times to get service don’t lead to a person. If you persist and spend hours to finally speak to a person, they send a technician who doesn’t even have a business license, nor do they fix the problem. In summary, they sell a warranty that they do not honor. This company is committing fraud.Business Response
Date: 05/13/2024
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 have gone ahead and sent you an email from our [email protected] email so that we can continue troubleshooting and getting this issue resolved for you. Please respond to that email at your earliest convienance.
Thank you
Initial Complaint
Date:05/10/2024
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.
see Attached documentBusiness Response
Date: 05/10/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered. 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.
Unfortunately, the attachment did not come through, I don't see it on my end. Would you try again upon your reply? I would also appreciate a description of your issue. As well, if it's easier, you can email me at **************************************** to attach larger files and video, and we can communicate through that medium while we get this issue resolved.
Initial Complaint
Date:05/10/2024
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 purchased a Nordic track bike model S27I on November 24, 2023. In February of 2024 it stopped working altogether. I have contacted Ifit customer service numerous times to try and troubleshoot the problem. As of today none of their remedies has solved the issue, however I still continue to have to pay for a product that doesnt work. The bike is still under the 1 year warranty so it should either be replaced or someone from Ifit needs to come to my residence to determine the issue and resolve it. Their customer service is a joke and clearly that are not at all interested in backing their products when there is an issue.Business Response
Date: 05/10/2024
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.
Would you please send over pictures of your machine's Model and Serial numbers? Would you also confirm for me your shipping and billing address?
I will need this information to request a service order, upon your reply I am happy to get this sorted out, and hopefully have your machine back to standard.Customer Answer
Date: 05/10/2024
Complaint: 21693806
I am rejecting this response because:
The business has yet to reach out to resolve my issue. I am paying for equipment that does not work and the business has not been able to resolve my issue for the past 4 months.
Sincerely,
***************************Business Response
Date: 05/13/2024
Hi ******,
We replied through the BBB portal last week, but it seems maybe you did not receive our attempt to contact you.
Would you please send a picture of your Model and Serial number, as well as a video demonstrating the issues with your machine to this email address: ****************************************
Would you also confirm your shipping and billing address in your email? Upon your reply, we are happy to have someone out to service your machine.
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