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:04/15/2024
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.
Beware iFit's business model. Very unfair and predatory billing. $396 for a year "subscription", that auto renews regardless whether you use or even still have the products with their software, and if you don't catch it within their narrow ******************************************************* done anything with it, you lose your money. FOR THE ***** No starts when used, no pro-rated refund, they just pocket ALL of the $396 for doing literally nothing at all than sitting on the fact that their services are forgettable and people will miss the charges popping up.
Business Response
Date: 04/16/2024
Hi ********,
Thank you for taking the time to address the issues you have encountered with your (machine name). 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 ************ of contact for any assistance you may need moving forward.
After reviewing your account we have gone ahead and made a courtesy refund of the $396 for your membership. I have also cleared your method of payment to avoid any further charges.
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:04/15/2024
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 treadmill that has an extended warranty purchased through iFit that needs servicing. They have ignored all of my support tickets for a year apart from sending canned email responses. They are telling me to disassemble the treadmill and check for faulty wiring. This company needs to be held accountable for their lack of honoring an extended warranty that is supposed to cover things like this and send someone to service the machine.Business Response
Date: 04/16/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your (machine name). 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 ************ of contact for any assistance you may need moving forward.
After reviewing your account, we have gone ahead and issued you a replacement console, along with a technician to come out inspect your machine and install the new console. The cosole will ship directly to your home, but the techician will be notified once it arrives at which point he will be contacting your for scheduling. Please allow 7-10 business days for shipping. Your parts order number is ICS9878576 you may track it anytime once it ships at www.ifit.com.
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:04/15/2024
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.
To whom it may concern, my name is *******************. I was told of a recall for the NordicTrack 50 LB iSelect Voice-Controlled Adjustable Dumbbells back towards the end of January of this year. I got in contact with the company and sent the item back. On Feb 16 I was told that my refund check for the recall was approved. I was told to wait 2 weeks for the check to arrive via mail. The person did not know if they where using ********* or some other carrier. I let a few weeks pass by. I then contacted them and asked them what was going on, why had the check not arrived they told me that I had to give it a little more time. Then after 2 months I talked to them again, they informed me that I am supposed to wait 30 "business days" not counting weekends. That I would get to me sometime mid March. When it did not get there I talked to them again, this time they told me that the check was never sent out. That they wait 30 days after approval to send the check out. That I would get it by or before today 4/15/2024. The fact is that I have not gotten the check, I contacted them this morning. They told me that I have to wait another 30 days starting from 4/9/2024. Basically they are starting the process all over. I told them that the answer they gave me was not satisfactory. They supposedly talked to a "manager" and promised to try and send it out by this week. They told me that I should get it in 2 weeks time. At this point I think they are just trying to lead me by my nose and I will never get this check. I am hoping you can help fix, expedite etc this situation. I do not know what else to do.Business Response
Date: 04/15/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your (machine name). 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 speaking with our leadership team, they have confirmed that your refund is currently processing, its just taking our company longer then expected to work through all the recalls. We apologoize for the delay and can assure you that we will get your refund mailed out as soon as possible for you.
Thank you
Customer Answer
Date: 04/15/2024
Complaint: 21576526
I am rejecting this response because:This is the same response i got in February, March and April. Not only that, you guys keep adding 30 business days (Monday-Friday). Therefore the 30 business days give you all over a month each time you all recycle my payment. I want my money. It has been since February 16. I expect the check in my hands in 2 weeks. Like your rep said today earlier in the morning. I have had enough with your company giving me false dates and information. Thank you
Sincerely,
*******************Business Response
Date: 04/16/2024
Hi ****,
I apologize for the delay, after digging more into your case, our ****************** has confirmed that your refund is due to mail out with our batch next week. Please allow 7-10 business days after that to receive your check via USPS.
Thank you
Customer Answer
Date: 04/16/2024
Complaint: 21576526
I am rejecting this response because: i was told that the check was shipping out this week not in the next 7-10 days at least this time you all are not saying 30 days plus. I am assuming that the 7-10 days are business days not including weekends? That also means that the time line saying that i would get it in 2 weeks from april 15 is not going to happen right?
Sincerely,
*******************Business Response
Date: 04/17/2024
Hi ****,
We apologize,after digging more into your case, our ****************** has confirmed that your refund is due to mail out with our batch next week. Please allow 7-10 business days after that to receive your check via ***** It could be sooner depending on how long the postal service takes to deliver it once it has been shipped. We appreciate your patience as we work through all the recalls and get them refunded. Thank you
Customer Answer
Date: 04/22/2024
Complaint: 21576526
I am rejecting this response because: has the check been mailed out yet?
Sincerely,
*******************Business Response
Date: 04/23/2024
Hello ****-
We apologize for the delays and for any frustration this has caused for you. The check is being sent out as of today for you.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.
Thank you
Customer Answer
Date: 04/26/2024
Complaint: 21576526
I am rejecting this response because: i need to make sure you guys actually sent the check. Can you please provide the shipping information? Also, im going to keep this ticket open until my money is back in my account. I dont trust your company at all.
Sincerely,
*******************Business Response
Date: 04/29/2024
Hi ****,
The check is sent through **** so we do not have a tracking number but we are happy to keep this ticket open until you receive your check.
Thank you
Customer Answer
Date: 05/02/2024
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.
The check finally got here and from the looks of it cleared, please stop asking me for money for the democratic party. I unsubscribed multiple times
Sincerely,
*******************Initial Complaint
Date:04/13/2024
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.
First Transaction Date: 4/4/2024 **************** at ********************** required me to pay them ****** dollars to schedule a service technition to fix the electronic console on my T 605 Si treadmill. The machine will not "boot up". (They also refused to send me an invoice for the charge) I was told I would be contacted by a service technition. SecondTransaction Date: 4/8/2024 I recontacted IFIT on 4/8/2024, and it took them 10 minutes to verify who I was, and another 10 miniutes to update my information. I was then told again that I would be contacted by a service technition. That was 5 days ago, I have received no text message, no phone call or email from anyone. It's been 11 days. I want my money back. Based upon my research, this company has a terrible track record. Thank you for reviewing this issue.*********************Business Response
Date: 04/15/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your (machine name). 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 ************ of contact for any assistance you may need moving forward.
After reviewing your open service order, the technician has stated they have reached out on 4/11/24 for scheduling. Please let us know if you are still having troubles getting scheduled.
Thank you
Customer Answer
Date: 04/15/2024
Complaint: 21571290
I am rejecting this response because:
I have no record of a call, an email or a text message from anyone on 4/11/2024. My cell number is: ************. Land line is ************. No messages or text received from anyone,
Sincerely,
*********************Business Response
Date: 04/16/2024
Hi ****,
We apologize for the experience you have had, after review of your service call, it has come to our attention that the phone number we had was incorrect. We have notified the technician of this. The tech will be reaching out on the corrected number for contact. Thank you
Customer Answer
Date: 04/17/2024
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:04/09/2024
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.
NordicTrack has put a pending charge on my credit card for over $2000. I made a purchase for one of their products and quickly realized I ordered the wrong one. I submitted a ticket on their webset with no response. I used their chat service and got a very rude "Ya, I saw your ticket, I'll do my best to cancel it. 1.5 months later, they still have my money. My credit card still shows pending on the charge. I have submitted a ticket since and no response. The customer service is awful.Business Response
Date: 04/09/2024
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 ************ of contact for any assistance you may need moving forward.
After reaching out to our Billing and ****************** on your behalf, they have voided the tranaction with the lender. Please allow 7-10 business days and that pending charge will fall off. We apologize for all the hassle this has caused for you.
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:04/07/2024
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.
WE WERE CHARGED $396.OO TO OUR CREDIT CARD ON 1/21/24 FOR AN i-FIT SUBSCRIPTION WE KNEW NOTHING ABOUT, LET ALONE A RENEWAL THAT WE DID NOT AUTHORIZE. WE CONTACTED I-FIT VIA EMAIL SINCE WE WERE UNALBE TO REACH THEM VIA PHONE. ON 2/10/24 WE RECEIVED AN EMAIL RESPONSE FROM THEM THAT THEY WERE LOOKING INTO IT AND GAVE US A "CASE NUMBER". WE HAVE NOT HEARD BACK FROM THEM YET; ALMOST TWO MONTHS AGO! I EMAILED THEM AGAIN LAST WEEK REGARDING THEIR LACK OF RESPONSE, AND I DO NOT WANT TO BE CHARGED AGAIN FOR UNATHORIZED SERVVICES.....STILL NO REPSONSE. MY COPLAINT IS THAT I WANT THE $396.00 REFUNDED AND I WANT IT IN WRITING THAT WE DO NOT WANT THEIR SERVICE. THANK YOU, ******* **********Business Response
Date: 04/08/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your 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, I have gone ahead and issued a full refund of the $396 for the automatic renewal I've also cleared your payment method to avoid any further charges. Please allow 7-10 business days for the refund to reflect your account. We apologize for all you have been through.
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: 04/08/2024
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:04/05/2024
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.
This complaint is in regards to my Nordic track c1750 treadmill. Once I cancelled my iFit membership mid 2023 all of a sudden I got an error code on my screen which rendered the treadmill inoperable. In contacting iFit support their final offering to me is to purchase a new console for $1300usd. This is nearly as much as the purchase price of the treadmill. Rediculous! The treadmill is less than 5 years old and it now seems to be my financial burden that iFit doesn’t have the ability to correct /update their own software on their own product. I can see from a google search that this is not an uncommon problem and in fact there is a class action law suit filed by some people in the US because this has happened to many many purchasers of iFit products. Even if there was a way to override all the software/tech and just use the treadmill manually at this point I would accept that. I will not accept having to purchase a new console. Steer clear of iFit.Business Response
Date: 04/08/2024
Hi ****,
Thank you for taking the time to address the issues you have encountered with your (machine name). 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 courtsey console. Your order number is *********. You may track it once it ships at ************
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: 04/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I would like to know the contact of who will be sending me the console. (I’m not sure they have my address, I don’t see an option for tracking the shipment or was given a timeframe when the console would even ship.) I hope this isn’t just a generic response to close the issue.
Sincerely,
***** ******Initial Complaint
Date:04/04/2024
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.
In February of 2024 I ordered a 1750 Tradmill via the NordicTrack website, the treadmill was on sale. A sales rep contacted me within days to tell me that this model was out of stock but he could upgrade me to a better model at a discounted price. I agreed and we proceeded with the order. He said to give the order 2-3 weeks to deliver, but it normally wouldn't take the full shipping time frame. After 2 weeks and not hearing from the company, I contacted the sales rep, no response. I contacted the sales rep 3 more times with no response before contacting the company via phone and waiting on hold for 45 minutes. They did show that the treadmill was in my area, but didn't show a delivery date so they said they would look in to it and contact me back. Week 3 no contact back. I was finally able to get contact information for the shipper who opened a case. Within 3 days they said that my treadmill was found damaged, and asked if I wanted to get parts to fix it myself. I declined, it's a lot of money for the treadmill and I would like to receive it undamaged. They said they would ship a new treadmill. Week 4-5, no response no treadmill, and the new order could not be tracked. After countless "chats" and phone calls, they finally chose a time they would like to deliver, even though we paid extra for in home delivery and let them know our time frames, and on week 7 it delivered, but it was the original 1750 and we were now making payments on the newer expensive model!! When we called NT, they only offered 6 months if their service and a heart rate monitor and credited the difference between the 2. I WILL NEVER ORDER FROM THIS COMPANY AGAIN. Absolute terrible customer service and experience.Business Response
Date: 04/05/2024
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 ************ of contact for any assistance you may need moving forward.
We sincerly apologize for the experience you have had regarding the shipping of your machine. This is absolutely not what we want our member experience to look like and can assure you we are taking action on this to ensure that it doesn't happen again. We appreciate your feedback!
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:04/02/2024
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.
Treadmill will not respond after power outage. Reset completed and still a brick. I called Nordic track and ifit and no resolution has been offered!!!Business Response
Date: 04/08/2024
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 new console. Your console order number is **********. You may track it once it ships at ************, 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 youInitial Complaint
Date:03/30/2024
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 a Nordictrack C1750 treadmill and the screen has stopped working and the treadmill is unusable. My model has no factory reset and there is no way to fix the screen. The treadmill is an expensive, useless piece of junk and Nordic track provides no fix.Business Response
Date: 04/01/2024
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 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 provide the following so that we may assist you better:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:
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!
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