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:02/20/2024
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.
Strap on rower snapped. They do not warn you that the strap should be replaced on a timely basis. They will make you go through hoops to file a warranty claim. Asking you for purchase dates , the manual when they fully have the information. I bought the optional insurance and they would not replace part until I signed a waiver .
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 machine. We completely understand where you are coming from on this matter.
We have gone ahead and placed an order for a new strap. Your order number is ICS9849513 you may track it once it ships 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.
Thank youCustomer Answer
Date: 02/23/2024
Complaint: 21321662
I am rejecting this response because: the strap is faulty and there should be a warning that the strap is subject to snapping and should be replaced on a regular basis. I was forced to sign a waiver to get part that is covered under warranty I purchased.
Sincerely,
*************************Business Response
Date: 02/26/2024
Hi ******,
We apologize for all you have been through, we understand your frustration, we can assure you that this issue is not typically something that we have issues with but also have a manufacturer's and extended warranty to help when it does. I'm so glad you got your strap. Please let us know if you have any further questions.
Thank you
Initial Complaint
Date:02/20/2024
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.
see Attached documentBusiness Response
Date: 02/21/2024
Hi *******,
I'm sorry, there is no document attached to your complaint, could you please attach it so we can do our best to help you.
Thank you
Initial Complaint
Date:02/18/2024
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.
Nordic track automatically requires all new purchasers to sign up for iFit. There is no option to decline. I cancelled my membership immediately and was charged a monthly fee. They are manipulating customers into a monthly fee and then not cancelling when customers request it.Business Response
Date: 02/19/2024
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 have gone ahead and refunded the charge as of this morning 2/19/2024. Please allow 7-10 business days for the refund to reflect your account.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 02/19/2024
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:02/17/2024
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 treadmill. There was a sticker on the treadmill that said in order to use you must sign up for an iFit account. I completed that process had to give my credit card information to my card was charged $41.73. Come to find out that was a scam and you dont need to have an account or give your credit card information in order to use the treadmill. I would like my refund. The chat feature on the website told me I had to pay for a subscription.Business Response
Date: 02/19/2024
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.
After reviewing your account, we have gone ahead and issued you a refund as of this morning 2/19/2024 and also cleared your crediti card info from our system to avoid any further charges. Please allow **** business days for the refund to reflect your account.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 02/20/2024
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:02/16/2024
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 December 2023 I was charged a the amount to my credit card. For a renewal of my membership for IFIT. I never authorized this. I bought a Nordi track treadmill 2 years earlier and was given a 2 year membership with my purchase. Something I didn't even want or need. Then 2 years later I was Billed for a new 2 year membership against my knowledge. This to me is stealing. I would like my money refunded and people warned that if you purchase a treadmill you might be paying this fee.Business Response
Date: 02/16/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. We are showing 63 days are still left on the dispute. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.
Thank youInitial Complaint
Date:02/15/2024
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.
I received my treadmill in January of 2022. Ran great until June of 2023 when it started randomly shutting off after 45 minutes and then after 20 minutes. Since October of 2023 I’ve spent almost $1000 replacing motors, wiring harnesses and the technician still can’t seem to trace the problem down. All I’m told is Nordictrack treadmill are known for having this issue.Business Response
Date: 02/16/2024
Hi ********,
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.
I'm happy to take a look into this for you, I can see that we do not have any part orders on your account, before we look into what options we have for you, could you please send us a document of what service and parts have been performed? We will be happy to see what we can do to resolve this issue for you.
Thank you
Customer Answer
Date: 02/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that I’d like to work with them and see if we can find a way to resolve this issue.I have attached a screenshot of your third party repair company that I have been working with. Due to where I live, there was nobody within 100 miles to come out and fix my treadmill and the nearest place that would fix my treadmill is six hours away. We had to transport the treadmill to them, in order for it to be worked on and they have still not been able to find what is going on with it. Customer service through Nordic Track was unable to figure out the issue over the phone as well and that is why they gave me the third-party repair company to call and work with.
Case number: ********
Sincerely,
******** ******Business Response
Date: 02/22/2024
Hi *******,
Thank you for sending over that document, we have decided that we are going to submit your claim to our product resolution team to consider replacing your machine. We will need a few things from you to add to your case. Can you please provide a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
Customer Answer
Date: 02/24/2024
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.
Please see attached photos, arms to the treadmill were removed for transportation purposes and while the technician was working on it. We still have all the partsemail on file for purchase of the treadmill is ********************
Sincerely,
******** ******Initial Complaint
Date:02/13/2024
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.
Where do I start? This is a combination of the worst product and worst customer service of any company I have ever worked with. I bought the machine through Best Buy. It was delivered on time and I set it up without any problems. Everything was generally okay in the first year with the exception of the well-documented terrible tablet and iFit software that was included with the Fusion ***. Multiple workouts were stopped in the middle and the tablet had to be reset with no ability to re-start from where I left off. I was told by the service rep that it must be bad wi-fi. Sorry, the iFit tablet is the only device in my house that ever has problems. (Router is unobstructed and only 15' from the machine)After that, the cables for the *** started binding up so that they couldn't be extended during a workout. I contacted customer service and they promptly schedule a service technician to come out after I pre-paid for the service appointment. The service company never showed up and never returned calls. After some investigation, I found out that their tax license had been suspended by the ***********. I then had to contact NT multiple times to finally get a refund on the service. As a result of all of this (a terrible tablet, iFit software is just garbage with no meaningful new workouts added in quite some time and a machine that was not 100% functional) I decided not to renew my iFit contract and now have a $2,700 device to hang my clothes on.Worst company. Worst service. Terrible product. I can't believe they are still in business or haven't been sued.Business Response
Date: 02/14/2024
Hi Grant,
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 one time courtsey service order for you to have a technician come out to diagnose any issues with your machine, as well as diagnose what parts are needed to resolve the machine issues. That service order number is SO-*******. The tech will be contacting you soon to schedule an appointment with you.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 02/19/2024
Complaint: 21290396
I am rejecting this response because:NordicTrack indicated a service technician would contact me about scheduling service and no one has contacted me. Per BBB, I only have seven days to accept or reject the response from NordicTrack, so I am rejecting their response as no actions have occurred to resolve the problem.
Sincerely,
***************************Business Response
Date: 02/20/2024
Hi *****,
Thank you for reaching back out, I'm happy to take a look into this for you, after reviewing your account it appears that the tech made first inital contact on friday 2/16/24. Please check your email along with any phone messages as they can reach out in various different ways. If you do not see anything from 3XM service group please let us know.
Thank you
Customer Answer
Date: 02/20/2024
Complaint: 21290396
I am rejecting this response because:- 3XM was the service provider that you originally connected me with and that didn't show up for a scheduled service appoint and never returned phone calls after multiple attempts to reach them.
- 3XM ************** LLC has had their tax license suspended by the ******************* in **********
- 3XM ************** LLC has an "F" rating on BBB
- I've checked emails, spam folders, texts and voice mails. There has been no attempt by 3XM to contact me. This isn't a surprise given everything stated above.
Sincerely,
***************************Business Response
Date: 02/21/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far. We completely understand where you are coming from on this matter.
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 questions, you can contact our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 02/27/2024
Complaint: 21290396
I am rejecting this response because:- No one has contacted me via phone, text or email in the 3-4 day window you indicated
- This is already "feeling" like the same awful customer service loop I already went through with you.
Sincerely,
***************************Business Response
Date: 02/29/2024
Hi Grant,
We sincerly apologize for all you have been through getting this issue resolved. We have reached out to our service department for an update from the tech. I have brought this issue to our service coordinator's attention that this has been a ongoing issue and they are aware. We apologize and can assure you we will get the tech out as soon as possible for you.
Customer Answer
Date: 03/08/2024
Complaint: 21290396
I am rejecting this response because:I disagree with NordicTrack's response. I have not been contacted by NordicTrack, iFit or any service provider (outside of the BBB thread since I logged my initial complaint. And yes, I've checked my emails, spam emails, text and voice mails. No effort has been made to try and resolve the service issue. I would like my equipment repaired so it is fully-functional.
Sincerely,
***************************Business Response
Date: 03/11/2024
Hi Grant
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 questions, you can contact our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youInitial Complaint
Date:02/13/2024
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 from this company at Teppermans on Dec 6, 2023. They will not provide a warranty of any kind on their treadmill. Not even the 90 day one they promise in the handouts they give with the treadmill and when it didn't work l had to get ********** to take it back. Which they did. They brought me a new treadmill that works and IFit will not provide the warranty on it at all. They use the excuse that l didn't buy it at a store they cover. I'm absolutely astounded that they can do this. What can l do?Teppermans has been very good. But Nordic Track and their IFit should have to provide me with at least a 90 day warranty on their product. Is this not the law? How are they getting away with this?********************Business Response
Date: 02/14/2024
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 mangament regarding your request, we are unable to offer coverage on your machine as it was purchased through a thrid party vendor and not a certified dealer of IFIT. We apologize for the frustration that has caused you, you may check with the retailer to see if they have any kind of warranty that they offer.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:02/12/2024
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 November 23, 2023 I saw Nordic track was having a sale on their workout equipiment. I was interested in purchasing an eliptical as I was closing on my house soon and wanted a home gym. Before making my purchase I called the Nordic Track customer service number and explained to the rep that I could not open the item until after I close on Feb 1, and if there was an issue would I be able to return it past the deadline. He said yes, I made the purchase online, gave him the order number, he said the account was noted and I would be all set. Now I assembled the equipment and it is very unsteady and I do not feel it’s worth the money I paid. I started a return online on Saturday 2/10 and called today 2/12 to follow up on this and the customer service reps are saying there is no note on my account and they cannot return my item since the 30 days has passed.Business Response
Date: 02/12/2024
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.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. The return policy states: “If you are not satisfied with the purchase of your new equipment, you can request a return within 30 days of your delivery date. Due to the size and weight of our products, ProForm doesn’t offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents.” If you wish to read more about the return policy, you can do so at **************************************
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.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:02/11/2024
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.
I bought the "EXP 7i" model treadmill. I chose the White Glove service which includes delivery installation. The delivery/installation crew (two of them) came on Jan 15th installed it and left. The next day, we figured that they forgot to fix to plastic covers (to hide cables/nuts/bolts). Contacted the delivery service to fix those covers. They sent two people, who are different from the first crew. These two people do NOT know how to fix them. They ripped the inside cable, broke some internal plastic pieces and finally did not fix those covers and left. Please see the attachments of the broken plastic pieces and torn off outer cable braid. Treadmill works but I do not feel it like new anymore. Contacted the company for a new one. They denied and said they would only fix the parts. If I broke something or something is not right after the delivery, its my problem and they are right and they can only fix it. But they delivered me treadmill with broken parts practically. I feel that I am deceived. As its their mistake in the delivery itself I consider it as a broken item. So, my ask is 1) fix everything and reduce the price of it by 50% as it is in broken condition and provide me extended warranty so I am covered for any future issues or 2) They come and take it back and refund my FULL amount without any restocking fees or 3) Provide me a new item in exchange without me having to pay anything extra from my pocket. They did not agree, adamant and said they only can fix the parts. Why should I accept when they provided me, practically, a broken item. I would rather say, they should provide everything for free for all the experience I am going through right now. Talked to the below reps on Fri, Feb 9th Karla Reyes around 1:00 PM EST. She forwarded me to Trisha. Trisha is the one who denied my requests and was adamant about my requests.Business Response
Date: 02/12/2024
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.
After reaching out to our Billing and Returns mangament, they have confirmed that in order to return the bike the return fee's are applicable. I have also confirmed that a certified tech has been requested to come out to your home as of 2/10/24. We apologize the delivery team was uneducated on how to resolve your issue. We can assure you that our certified technican will do everything possible to resolve the issue.
We apologize for all you have been through. We’re 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: 02/12/2024
Complaint: ********
I am rejecting this response because:The Treadmill delivered is broken condition. Please let me know if whoever has made this decision would be ok to buy an item which is in my Treadmill condition (see the pictures) at a full price? In this case, to me it is the case of an item delivered in broken condition. I cannot accept the response.
They may be considering it as cosmetic issue. It is not. The second crew came in broke some parts in side and pulled the cables very hard. You can see all that in the pictures.
Sincerely,
**** ********Business Response
Date: 02/12/2024
Hi ****,
Thank you for clairfying, because this issue was caused by the delivery team, we need to have it inspected by a certified tech to confirm the damage. They will reach out within 3-5 business days for an appointment at which point we will be able to further discuss options that are available.
Thank you
Customer Answer
Date: 02/13/2024
Complaint: ********
I am rejecting this response because:For an item delivered in broken condition you are giving me such a hard time to refund/replace the item. And, even when its purely your mistake. I can imagine my fate/situation in case if something happens later and if I have to reach out to you for support. I do NOT have a single reason now to waste my time on this.
PLEASE TAKE BACK THE TREADMILL AND REFUND ME THE MONEY. I WILL BUY SOME OTHER BRAND.
Sincerely,
**** ********Business Response
Date: 02/13/2024
Hi ****,
Per our return policy, fees are applicable to return the machine. There's is a 10% processing fee of $104.00, a return freight fee of $250.00, and delivery/assembly fees of $199.00 are non refundable. We can also offer compensation for the inconvenience, if you are willing to work with our technician for repair. Please let us know how you would like to proceed.
Thank you
Customer Answer
Date: 02/14/2024
Complaint: ********
I am rejecting this response because:Why do you say its a return where you delivered me a broken item? Its like I am rejecting the item as its broken. Not sure how and why you consider it as return? Can you please show me your agreement that an item broken in the delivery is considered as a return?
Sincerely,
**** ********Business Response
Date: 02/15/2024
Hi ****,
We apologize for the confusion, because the delivery was accepted it is considered a return at that point. We apologize all you have been through we can assure you that we stand by our product with parts and service under warranty and would be happy to get this issue resolved for you with our service team to avoid a return at this point. The parts and service have already been ordered and we can get this resolved for you as quickly as possible.
Thank you
Customer Answer
Date: 02/16/2024
Complaint: ********
I am rejecting this response because:When you buy an item at store you pay for it and take it home. Once home you open it and return it if it is broken. My case is similar. I signed the paper when the delivery team asked. I did not see the plastic covers until a day or two as they laid them over on the treadmill feet. When I found them I reported it. Its not accepting it.
You are making whatever possible excuses as you seem to not care about customers satisfaction. This clearly shows why so many people out there have given 1 star in BBB site.
Hats off to you and your customer care!
Sincerely,
**** ********Business Response
Date: 02/20/2024
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.
We apologize for all you have been through, we cannot issue a return without fee's because the machine is repairable. We've sent the replacement parts and can confirm that the tech has reached out for scheduling. If you wish to return the unit you will be charged the fees that are stated in our retun policy.
You are welcome to reach out to our Member Services at ************** (****) with any questions, or if you are experiencing any further issues.
Thank youCustomer Answer
Date: 02/20/2024
Complaint: ********
I am rejecting this response because:I now understand your business model. There is no way to review the product on your website. You don't stand behind your product.
You automatically subscribe us into iFit subscription with auto renewal. I had call in and cancel it today.
You know ways on how to clear yourself from the support situations and put it back to the customers.
Whoever is suggesting me to pay return fee, can that person would like to do so if they were in my situation?
Sincerely,
**** ********
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