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: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 purchased a treadmill and bike from NordicTrack. Both items stopped working after the iFit update. I called repeatedly to try to get them fixed and resolve the issue. They would not replace the console and told me that I had to pay $500 to get new consoles, even though it was their update that caused the system to crash. I finally purchased one console for my treadmill and was forced to pay $587 for it. The bike is still sitting useless. I would not reccomend this equipment to anyone. It's been a total lack of accountability from the company.
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.
After reviewing your account, I can see that we may have missed some troubleshooting steps, I apologize for the lack of training and will notify the agent's supvisor of such actions. I however would like to claify a few things on your console. Can you send me two pictures? one of the console powered off and one with the console powered on? I know they both will be black I just need to document such. Also do you have a bluetooth light that is lit on your console? These will help claify a few things for me.
If you have any further questions, please 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:03/29/2024
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 got on my Ifit Bicycle this morning and was greeted on the screen with a notice that my account is locked and I now have to pay cloe to $400.00 for access to the videos. I just paid that in February. No problem just get in touch with iFit, right? The company puts up a maze of obstacles and the "Chat" goes to another Utah company and does not respond. My thinking is, I already pay roughly 30% of the purchase price annually to be treated like this and to have a company intentionally cut off service and then creat obstacles and barriers to service--I want it fix, as in right away or refund the February payment of $396.00 made on February 23, 2024.Business Response
Date: 03/29/2024
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 careful review of your account I can see that you have 2 different account, one is under m*********@outlook.com and the other one is under *******************. The paid subscription is under *******************. Please make sure you are using the correct email for login. If you are still experiencing issues please let me know. I'm happy to help!
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: 03/29/2024
Complaint: ********Hi, I tried both emails. I reset passwords for each (BTW) with not luck. I get the same advertisement that will not allow me to use the videos. Question: Can you reboot the machine from your end? I will be glad to disconnect the machine also if that will help,
Thanks, looking forward to hearing from you.
Business Response
Date: 04/04/2024
Hi,
Could you send us an image of the screen you are getting? This will be helpful in troubleshooting.
Thank you
Customer Answer
Date: 04/07/2024
Complaint: ********
The BBB system will not accept photos send me an email and I’ll get it to youthanks
**********************
Sincerely,
**** *********Business Response
Date: 04/08/2024
Hi ****,
Please send them to **********************
Thank you
Initial Complaint
Date:03/27/2024
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.
My wife and I bought a brand new treadmill from norditrack from the company website for a little over $2000. Within the first 30 days the treadmill motor was having issues, making a loud cranking noise when the treadmill would incline or decline. We reported it to customer service and it was confirmed that we had a problem after they watched the video we emailed them. A few days later a bolt that held the railing to the base of the treadmill broke completely off. Part of the bolt is still in the s**** hole, the top fell off. This was again reported to norditrack. The company decided to mail us a new motor and a pack of screws and emailed us instructions on how to fix the treadmill. We have owned this treadmill less than 60 days, paid over $2000, and they want us to fix it? Horrible customer service, and for that price you would expect them to come to our house to fix it. Extremely disappointed with the product and the service. This treadmill seems like a lemon and shocked that they are not coming out to fix it our replacing the unit for free.Business Response
Date: 03/27/2024
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.
After reviewing your account, I can see that you have a service order open for a tech to come out and inspect you machine as of 3/26/24. I'm happy to compensate you $107.00 to see that service call through so the technician can repair you machine. If the tech is unsuccessful in his efforts we are happy to look into other options we have as well.
The tech will be reaching out to you to schedule your appointment.
Thank you
Customer Answer
Date: 03/27/2024
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:03/26/2024
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 am writing to file a formal complaint regarding the detrimental impact of a faulty iFit software update on my NordicTrack Commercial 1750 treadmill. The update, implemented in December 2022, has rendered my treadmill, identified by Model No. NTL14129.10 and Serial No. *************, completely inoperable. Since the software update, my treadmill has been unusable for over 15 months, significantly disrupting my fitness routine and causing distress. Despite my efforts to resolve the issue, including a service call on January 30, 2023 (ICON Order Number: ICS959555), I have not received a satisfactory solution. The proposed resolution, which suggests purchasing a new display console panel (OEM No: ****** ************) at a cost of $600, is both impractical and financially burdensome. This cost is unreasonable for a product initially priced at $2,500 and expected to deliver reliability and durability. Furthermore, my experience is not unique. A quick search reveals numerous complaints from other consumers experiencing similar issues with their iFit-enabled fitness equipment. This widespread problem requires urgent attention from iFit, potentially necessitating a product recall. I implore iFit to take responsibility for the consequences of the faulty software update and provide a swift and satisfactory resolution. I demand a new console and installation at no additional cost, as well as a refund or credit for the 15 months of iFit platform services that I have been unable to utilize. As a loyal customer, I expect iFit to uphold its commitment to excellence and prioritize customer satisfaction. Failure to address this matter promptly will further damage the company's reputation and exacerbate the frustration of loyal consumers. Please contact me at ###-###-#### or ******************* to discuss the necessary steps to resolve this issue. I expect a satisfactory response that acknowledges and rectifies the injustices I have endured. Sincerely, ***** ********Business Response
Date: 03/27/2024
Hi *****,
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.
After reviewing your account we can see that a console order was placed today 3/27/24. I have gone ahead and requested a one time courtsey technician to come out and install the console for you. Once the console arrives the tech will be notified and will contact you for scheduling.
As for your request to extend your IFIT membership I am able to add 6 months of downtime to you account for your inconvienance. Please specify what email is assoicated with your membership so we may get that added.
Thank you
Initial Complaint
Date:03/24/2024
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 a NordicTrack S22I Bike 12/14/24 Contacted IFIT because the software does not work. Calories burned and cadence is always 0. The software will not save or track workouts, Maps does not work. All I can do is watch videos. This has been going on for several months. They keep having me reset the software and last they had me do a paperclip reset on the bike and it still does not work. I have asked them to get parts and service involved many times and they won't. The bike does not work as advertised. I also purchased an extended 3 year warranty. They have stopped contacting me and will not repair the bike.Business Response
Date: 03/25/2024
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.
I have gone ahead and requested a technician to come out and inspect your machine. I've also ordered some replacement parts that will ship directly to your home. Once those arrive the technican will be notified and will contact you for scheduling. You parts order number is ********** you ,may track it once it ships at ************. Your service order number is ********** for your reference.
Please let us know if you have any additional questions.
Thank you
Initial Complaint
Date:03/20/2024
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.
On January 3, 2023, we purchased the NordicTrack 50 lb iSelect dumbells. On February 1, 2024, I was notified that the dumbells were recalled. On February 12, 2024, all the required paperwork was submitted and dumbbell handles were shipped. In an email, they said it would take 7 - 14 business days to process once they receive the handles. By 2/16/24, iFit received the equipment, an email was sent to Accounts Payable to process my refund. As of today, 3/20/24, I still have not received my refund. During a call with an agent on 3/12/24, the agent assured me I would receive the check by 3/19/24, but I did not receive the check. When I called today, 3/20/24, the agent said it would take 30 business days to receive the refund check but could not tell me where that refund information was documented to reference. Each time I speak with someone at iFIT, they provide different information and the timeframe of when I should receive my check changes. I want a clear answer and would like the check that is promised to me.Business Response
Date: 03/25/2024
Hi *******,
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 reaching out to our product resolutions team regarding the status of your refund, they have confirmed that your refund has been submitted and is currently processing. Please allow 30 days to receive the check via mail.
You can reach them at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 03/26/2024
Complaint: 21461040
I am rejecting this response because: the email said that it will take 30 days to receive the check, it has been over 30 days that iFIT received the equipment. They received the equipment on 2/16/24. It is now outside the 30 day timeframe that was given in their response. I've called the phone number they provided several times, each time I speak to a representative, they tell me a different date each time.
Sincerely,
*******Business Response
Date: 03/27/2024
Hi ******,
We apologize for the delay, we can assure you that we are doing everything we can to process your recall as quickly as possible. the 30 days starts from the time that the refund was processed not when we recieve the handles back. We apolgoize this was not accuratley expressed to you. We apologize for the inconvienance.
Thank you
Initial Complaint
Date:03/18/2024
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.
Dec 2023/Jan 2024 - iFit sales rep reaches out ahead of my annual membership renewal in Feb 2024. Offers a lower price if I sign up for an additional two years instead of 1-year auto renewal. I accept. Sales rep charges my card on file and sends a receipt.Feb 2024 - same credit card is charged again for auto renewal, 1-year membership. Membership is extended by one year. Ive been charged twice - for 2 years and 1 year, and only extended by one. Feb/Mar 2024 - I reach out to the sales rep by phone and email and do not get any response. Mar 2024 - I call general customer service and am told they can only see the auto charge, not the additional 2-year charge already paid. They say I need to pay the additional amount to extend to 2 years and they have to get special approval for that (after offering to charge me a higher price and much more time on phone calls). I have to call again to provide payment to get the 2-year membership despite my card being on file and charged twice already without me giving the info again. I call and do so and am charged and then my membership finally updates to 2-years. I check my credit card statement and find 3 charges between *** and Mar that together add up to two times the price of the 2-year membership and each charge has a different merchant name (NordicTrack, iFit, and Icon). I call credit card company to start a dispute of the duplicative charges. I email the sales rep and the customer service rep asking for this all to be corrected, escalated, and to receive a phone call to resolve. I am now waiting for a response to that. This also happened last year - that I was double charge 1) by a sales rep and my membership not extended and then 2) by auto renewal despite already paying. This year is even worse and not getting appropriate response and correction.Business Response
Date: 03/19/2024
Hi *****,
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.
I'm happy to look into this for you. Could you please send us the receipt you received from the sales call?
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21452144
I am rejecting this response because:I need information on where to send the sales receipts. Or for someone to contact me directly so we can get it straightened out.
Sincerely,
*****************************Business Response
Date: 03/21/2024
Hi *****,
You're welcome to send them to me directly at **********************************************************
Thank you
Customer Answer
Date: 03/22/2024
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.
Sincerely,
*****************************Initial Complaint
Date:03/18/2024
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 x9i Nordic Track Treadmill. Last year an automatic update was pushed out to the machine that caused it to freeze on start up. I called customer support many times and was on hold for hours. When I finally got ahold of a customer service representative they told me that they don't keep copies of their software and could not help me fix the problem their update caused. Now I have an extremely expensive piece of workout equipment taking up space in my garage.Business Response
Date: 03/20/2024
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.
After reviewing your account, we can see that your treadmill is a model that we are no longer offering support for. As of August 7th, 2023 we are no longer able to provide software support for Treadmills, Bikes, and Ellipticals with screened units (10” & 7” touchscreen) that were manufactured between 2011-2016. We are no longer able to support this generation of hardware. Just like your mobile devices eventually stop supporting updates, we can no longer support these older units. We want to be able to provide the best experience possible for as many users as we can, and that means we must redirect focus from different generations of machines. If you would like to read more on our End of Support please see link: ********************************************************
We apologize for all you have been through, if you wish to replace the unit we would be happy to offer a 10% discount on a newer model.
Thank you
Initial Complaint
Date:03/18/2024
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 bought an X22i Elite treadmill in January 2023. Shortly after, the incline started working intermittently. iFit sent repair parts and a tech to install them. The tech came and told me it was a software issue. Many calls with iFit and their software department later and they sent more parts and another tech in December of 2023. That tech also said it was a software issue. It is now March 2024 and I'm still nowhere near getting a solution. iFit keeping saying they'll investigate and get back to me but they never do. Each time I contact them it's like starting from scratch.Business Response
Date: 03/19/2024
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.
After reviewing your account we can see that our service coordinator is currently working with a tech on a second opinion of your machine. They have ordered a new console and wiring to help resolve your issue. They have also requested a different tech to come out and diagnose your machine. I'm happy to discuss further options once the service has been complete if the parts are not sucessful in repairing your machine. Please reach out once the service has been performed.
Your service order number is SO-2869487 and your parts order number is ICS9864938. Please allow 7-10 busines days for shipping.
Thank you
Initial Complaint
Date:03/18/2024
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.
My husband and I ordered the NordicTrack 2450 treadmill online directly from NordicTrack website on 3-12-2024. Order # is *******. The treadmill was delivered to us on 3-14-2024. After being assmebled I tried it out for my first workout. Immediately I noticed that the side rails and console that holds the flatscreen was extremely wobbly and that the tread belt/motor was abnormally loud. Still attempting to workout, I pressed the 3 button on the side of the screen to raise the speed to 3mph and the machine jumped to 9mph. In attempt to slow down the machine I pushed every button on the side and nothing would change the speed. I pressed the end workout button on the flat screen and the manual stop button, still nothing worked to stop the machine and I had to pull the emergency stop cord. I called NordicTrack to initiate a return only to be hassled from NordicTrack employees for over 2.5 hours. I had to speak with 3 customer service reps, a manager, 2 support reps, and I had to do a video call where I had to show every defect, show my husband physically tighten the bolts on the machine to the point of stripping them, and myself running on it. After all of this NordicTrack still refused to waive the $250 + tax return shipping fee for a lemon that I physically owned for less than 24 hours. Out of exhaustion, which I am sure is all part of the companies plan, I proceeded with the return. After all of that I had to call customer service again because the return receipt wasn't showing the correct amount of my return. NordicTrack has a ridiculous return policy. Charging consumers $250 + tax and a 10% restocking fee for a machine that is clearly defective is outright wrong. Making customers go through the ringer in an attempt to get them to accept these outrageous fees is even more wrong. I will never buy another product from any NordicTrack related company again. I would like a 100% full refund.Business Response
Date: 03/20/2024
Hi ********,
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.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
We were able to refund the processing fees, however, the delivery fees are non refundable as they are payment to another company. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************
With the shipping fee refunded, you are being refunded $2996.42 (reference number 60370738 ). You will see this amount within the next 30 days or less. .
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.
The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
If you have any further questions, please call our Billing team at **************.
Thank youCustomer Answer
Date: 03/25/2024
Complaint: 21449268
I am rejecting this response because: The return policy set by Nordictrack is predatory. Not only do they make it extremely difficult to return their products, they set return policies that are meant to deter customers from returning faulty and low quality equipment. I owned this treadmill for less than 24 hours, but I am supposed to eat the cost to ship it back and had I not gone through 2.5 hours of my time to prove that the product was defective I would've had to pay an additional 10% restocking fee ($300). How is that right? Clearly NordicTrack has zero confidence in their own exercise equipment beause they can't even back their products with a 100% money back gaurantee.
Sincerely,
*****************************Business Response
Date: 03/25/2024
Hi ********,
We can assure you that your manufacturers warranty will cover any necessary parts and service if needed to make sure you have the product wanted. otherwise, if you proceed with the return the fee's are applicable. We apologize for the inconvienance.
Customer Answer
Date: 03/25/2024
Complaint: 21449268
I am rejecting this response because: I do not have the equipment that I wanted. I was sold a $3000 lemon. I am proceeding with the return and I will make sure I let everyone out there know the poor quality of your products and customer service.
Sincerely,
*****************************Business Response
Date: 03/27/2024
Hi ********,
While I do empathize with your reason for wanting to return your product, to keep things fair for all customers, we are unable to take this circumstance into consideration for an exception to our policies. We choose this practice in order to remain equally consistent and fair with all of our members.
We do stand behind our product with manufacturer warranty and repair services. We apologize sincerely for the frustration surrounding your purchase.Thank you
Customer Answer
Date: 03/27/2024
Complaint: 21449268
I am rejecting this response because: I would like to know exactly where the $250 for return shipping is going? ********* was picked up today by the third party company Nordictrack uses, Sharetown, and the representative who picked it up told us that they dont even send the equipment back to Nordictrack. They let us know that they make the equipment look brand new and sell it and give Nordictrack the money minus a small commission. So your company policy is to charge people a 10% restocking fee and $250 return shipping for products you arent even restocking or having returned to you! Also, if Nordictrack is so confident in their equipment, why are customer reviews not allowed on the company website? A review of individual iFit workouts are not true product reviews, its false advertising.
Sincerely,
*****************************Business Response
Date: 03/28/2024
Hi ********,
We apologize for the confusion, when we ship the product to the member's home, we pay the freight fee to get the machine to their residence. when a member returns the machine, we charge the freight fee in order to recuperate that initial transit cost to their home.3
Thank you
Customer Answer
Date: 03/28/2024
Complaint: 21449268
I am rejecting this response because: This is still unacceptable that the consumer is supposed to eat the cost for a lemon that did even last more than 1 workout before the return was initiated.
Sincerely,
*****************************
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