Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,412 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:03/06/2024
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 proform bike in 2020. Shortly after the bike was inoperable due to some "system update" and not it does not work with ifit. I contacted ifit and they told me they were "working on it" I requested they cancel my membership until it was fixed. The assistant assured me they would cancel the membership. Today I call (4 years later) after noticing ifit is STILL charging me. They told me they have "no record" of the phone call and can only refund 1-6 payments out of the 4 years. That's $720 out of their pocket and I am left with a machine that I paid over $1,800 for that doesn't work. Upon some research there is a lawsuit pending for proform/ifit. I will be speaking with someone about this if they do not resolve at 100%
Business Response
Date: 03/06/2024
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.
It appears that we do not have record of your machine in our system. Please provide the follow so that we may continue assisting you.
Serial Number:
Model Number:
Where Purchased:
Date Purchased:
Thank you
Initial Complaint
Date:03/05/2024
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 nordictrak machine is making noise. they responded saying "see if the fan works normally", but in the next sentence they said it is operating normally.Loud noises is not normal!!!I paid for the extended warrany, I expect that you honor it.Display makes sound. [ ref:!00Dj00JnBt.!500Hq01ehApv:ref ]PURCHASE INFORMATION MODEL/SKU: NORDICTRACK COMMERCIAL S15i SERIAL NUMBER: ************* PURCHASED AT: ************************ PURCHASE PRICE: $800.0 WARRANTY INFORMATION PURCHASE DATE: 01/10/2024 WARRANTY END DATE: 02/09/2025Business Response
Date: 03/06/2024
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.
We have set up a service order to have a technician come out to diagnose the issues with your machine, as well as diagnose what parts are needed to resolve the machine issues and noises. That service order number is SO-*******. The technician will be contacting you within the next 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.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youInitial Complaint
Date:03/04/2024
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.
Purchased treadmill 04/23 paid $2000 still making monthly payments *********** tech's out 4 times with no permanent ************ has been broken more than functioning The machine is a lemon, i want a replacement or refund. They refuse.Nordictrack just wants to keep replacing parts with extended timelines with no acknowledgement for the machine not functioning while i continue to pay pay pay account #********** Spoke to standard customer service as well as ***** at corp officeBusiness Response
Date: 03/05/2024
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, the tech has confirmed that the service was completed on 2/24 and your machine is currently back to manufacturer's specs. Could you please confirm that you are having additonal issues with the machine?
Thank you
Initial Complaint
Date:03/01/2024
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 the NordicTrack Commercial 12.9 elliptical and it arrived on March 8, 2022. I've had console issues since I purchased it - a looping loading screen or black screen mainly. I was always able to do a reset and bring it back. In December of 2023, the console stopped working, maintaining a looping iFit logo screen (white screen) at all times. I attempted factory resets and tried to do a firmware update, but the console is totally inaccessible. I communicated with the manufacturer, but they were not helpful and only offered an in-person diagnostic, which would add almost $200 to the cost of fixing the machine. I opted to try to research solutions and keep working with it to no avail. Since they have a history of handling complaints this way, I decided to contact BBB for support getting my machine repaired.By all accounts, this is a common issue and there is currently a pending lawsuit, as their own software has been found responsible for bricking the machines. I should not have to spend several hundred dollars on a repair or buy a new machine when mine isn't even 2 years old - especially since the issue is caused by their software. Thank you.Business Response
Date: 03/04/2024
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.
Please send us an image of the issue you're currently having with your display. Is it still stuck on the white screen? Is it receiving any power? Once we have more information we would be happy to proceed in getting this taken care of for you.
Thank you!
Initial Complaint
Date:02/29/2024
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 treadmill belt stopped completely during an iFit workout but the program didn't. It would stop and the start again stop start go for 5 min then stop dead again. I don't use manual as I purchased this machine to use IFit programs with. This started beginning of Aug by the end of Aug the belt stopped working completely. *** has come out and relaced parts in Sept 2023, and it still stopped dead on me during IFit programs but worked manually a couple times then stopped completely. Same thing happed in Oct , Dec and again ***. At this point Tech says is Software and Software says it Tech. I got a lemon and they wont escalate this then just keep replacing the same parts and it stops working within two workouts. I have cried they hang up on me. Just want my expensive machine to work. It has not since Aug 2023 and my *** contract expires on 1/29/26 Help!!Business Response
Date: 03/01/2024
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.
I do see as of yesterday our service team did reach out and ask that the technician returns to you to further diagnose this. Once the technician returns we will know how we need to further proceed to get this resolved for you.
Thank you!
Customer Answer
Date: 03/01/2024
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 at this time.
Sincerely,
*******************Initial Complaint
Date:02/26/2024
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.
Purchased Nordictrack S22i exersize bike on 2/15/2021. Recently it stopped working. We had a Nordictrack tech out to the house on 2/20/24. He looked it over and said the console was bad and needed replaced. When my wife called the next day 2/21/24 they told her that the report wasn't uploaded and they couldn't help her. I called in on 2/22/24 and was told the same thing and instructed to call back on 2/26/24. I called in on 2/26/24 spent over 90 minutes on the phone to be told that the replacement part is over ******. The issue fell on the tech stating to my wife that a firmware update was loaded into the machine causing it to "brick". Looking into this issue it was found that a class action law suit was filed back in 2022 against ifit for this same issue.Business Response
Date: 02/27/2024
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.After reviewing your account and the service order repair notes, we have gone ahead and issued you a one time courtsey replacement console. Your order number is ICS9853267 you may track it at www.ifit.com. Please allow 7-10 business days for shipping.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Customer Answer
Date: 02/27/2024
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:02/22/2024
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 had bought a Nordic Track Commercial 1750 about 1 year ago. I had also purchased an extended 3 year warranty. My machine is outside of the original 1 year warranty. It has been developing some issues with the running surface and the motor, which has rendered my machine unuseable. I had attempted to reach out to customer service to fix the issue. So far, the responses have been sparse but they are not willing to help me because I am outside of the 1 year warranty period but I have an extended 3 year warranty that expires in 2027. Unfortunately, the company is not willing to honor the extended warranty. I would like a refund for $179 that I paid for the warranty.I would also like to have a refund for the remainder of my iFIT membership as my current machine is unusable if possible.Business Response
Date: 02/23/2024
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'm happy to get this resolved for you, could you please send us some visual of what is happening with your walking deck and motor? We can also go ahead and add the downtime back to your ifit membership so that you are not missing out on any time due to repairs.
Thank you
Customer Answer
Date: 02/25/2024
Complaint: 21334840is there an email address i can send the video and pictures? This platform is not letting me upload any videos or pictures.
The surface dips inward when i walk on it and makes excessive noise. The motor will randomly stop at high speeds.
Sincerely,
*********************Business Response
Date: 02/26/2024
Hi,
Absolutely, please send them to me at **********************************************************
Thank you
Customer Answer
Date: 03/01/2024
Complaint: 21334840
I am rejecting this response because:Treadmill is still not working. They won't send a technician to diagnose my problem at this time and require me to perform actions that I am not technically capable of. I am under extended warranty for the treadmill and will have to pay to have a third party technician fix the issue.
Sincerely,
*********************Business Response
Date: 03/05/2024
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
After reviewing your account and the issues you are experiencing, we have gone ahead and submitted an order for some potential parts that *** resolve your issue, we have also gone ahead and requested a one time courtsey techician to come out and diagnose the issue.
Please allow 7-10 business days for shipping, once the parts arrive the tech will reach out for scheduling.
Thank you
Customer Answer
Date: 05/10/2024
Complaint: 21334840
I am rejecting this response because:My Nordic Track treadmill broke earlier this year. I had a difficult time getting ahold of customer service in my previous interaction but they eventually sent over a technician to diagnose and fix the problem in early April. The technician said that the treadmill deck was broken and needs to be replaced. Nordic Track is supposed to send me one so the technician can come back to fix the problem. I have not received any parts yet to finish the repair.
Sincerely,
*********************Business Response
Date: 05/10/2024
Hey *******,
Thank you for taking the time to address the issues you have encountered with your treadmill. 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 apologize for the miscommunication and lack of proper follow-up on our part. We have ordered the parts you need and also ordered a service technician to come out and help you install. Please keep an eye out for communication from the technician in 3-5 business days. Below are your service and part order numbers. You are able to track your parts at iconservice.com/order/tracking
SO-2884575
PO-3658077If 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!
Initial Complaint
Date:02/22/2024
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 Friday, January 26th, my NordicTrack Pro 1750 malfunctioned. I was reaching over on top of the treadmill, both knees and my left arm resting on the tread, my right arm reaching over to turn the machine on. As soon as I turned the machine on, the tread immediately began moving at full force, ripping my knees, throwing me off the machine, my right rib and face landing on the tread, then shedding my face, cutting my face open, causing multiple cuts, bruising, and thread rash all over my face. I immediately went to the ** for stitches, complained and supplied images to Nordictrack, nearly a month later, no reaction, two follow-up calls, two emails, no response case case #********. I tried working with Nordictrack, but they clearly have no interest in fixing this issue, so I am now contacting *****************************. It's incredible how little concern is shown for those who may have a similar defective product of which I have found cases online.Business Response
Date: 02/23/2024
Hi ****,
We are so sorry about the inconveniences and the frustrations that you have experienced with your machine. We completely understand where you are coming from on this matter.
After reviewing your account, we have gone ahead and reached out to our legal department, they have informed us that we allow up to 30 days to respond to any legal claim filed. You will be hearing from them in the next few days regarding your injury claim.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 02/28/2024
Complaint: 21333036
I am rejecting this response because: It is past the stated 30 day timeline. To this day no one has contacted me.Business Response
Date: 02/29/2024
Hi ****,
I have reached out to our legal team, they have confirmed that they have reached out to you via email yesteray 2/28/2024. Please let us know if you did not receive anything
Thank you
Initial Complaint
Date:02/22/2024
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.
Breach of warranty. I purchased an expensive treadmill from them in December, 2022 with a 2-year warranty. Last year, the treadmill began to suddenly shut down in the middle of use. After repeatedly calling and emailing their HORRIBLE customer service platform over the course of several months and providing them multiple videos of the problem occurring, they finally agreed to send a technician out to replace a wiring harness. This was probably around a dozen calls and more than a dozen emails to get to that point. Their technician came out and said that the entire head unit was bad and needed to be replaced. After not hearing from the technician for over a month, I followed up and they told me that iFit is claiming that the product is not under warranty and that if I want to order any parts, I need to call and provide them a video of the problem!I am not wasting anymore of my time with these people who are clearly operating from a place of deception and bad faith. Being an attorney, I am prepared to file a breach of warranty claim against iFit under **** law as well as file a complaint for deceptive trade practices with the State Attorney General, but thought I would try this route first.Business Response
Date: 02/23/2024
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 looking into your account, we can confirm that you are still covered under the manufacturer's warranty for parts, your labor warranty expired o 1/7/20214, however because this issue started before the warranty expired we will honor you warranty and get the tech back out to install the parts that he has recommended replacing. You order number for the controller and console is ICS9851215 please allow **** business days for shipping. Once the parts arrive the tech will be notified and will contact you for scheduling.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank youCustomer Answer
Date: 02/23/2024
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:02/22/2024
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.
Emailed about the NordicTrack iSelect Adjustable Dumbbells recall...gave them pictures and proof of purchase....They will not refund until I send the bars back...I have had issues before with other companies where I sent defective item back and they ignored me and never sent replacement or said they never got it...I said I would compromise and accept 50% refund now and 50% after I send it back....They are being unreasonable for an issue they created for selling a bad product...Business Response
Date: 02/22/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your recall. We completely understand where you are coming from on this matter.
Unfortunately, we are unable to process a refund without receiving the handles back, we are happy to give you a personal contact for you to follow up with as needed regarding the status of your recall refund.
*********************:
p********************************
1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 02/22/2024
Complaint: 21330381
I am rejecting this response because:This is unacceptable I already came a compromise solution.....
Please get approval as I want to make completely sure I am not screwed I think I have been more than fair
Sincerely,
***************************Business Response
Date: 02/23/2024
Hi ******,
We apologize for the inconvienace, this is how our all recalls are being submitted, there is a process that must be taken place before any refund is processed as per our legal department. We appreciate your willingness to understand, you are welcome to reach out to your direct supervisor listed at anytime to obtain an update on the refund status. Once we receive your handles back the refund will be processed.
Thank you
Customer Answer
Date: 02/26/2024
Complaint: 21330381
I am rejecting this response because:
This is companys fault for making a defective product....please escalate this matter higher...I want 50% refund prior to sending anything back
Sincerely,
***************************Business Response
Date: 02/27/2024
Hi ******,
After speaking with our mangament and legal teams they have advised that we cannot issue a refund without recieving the handles back as it is a safety issue. No further action will be taken **** the handles are received back to us once that happens we are happy to issue a refund.Thank you
Customer Answer
Date: 02/28/2024
Complaint: 21330381
I am rejecting this response because:I do not accept.....this is poor customer service, I am not longer using this product and want my refund....I came up with compromise, there is no way to guarantee I will get refund after I comply...
Please send 50% refund and the rest after I mail back the items
Sincerely,
***************************
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