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:01/29/2024
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 bought a NordicTrack treadmill in late 2022. I'm 43 and very busy with work and kids - jogging daily at home is important for my physical and mental health. In November 2023, I felt the running board of the treadmill crack (I weigh less than 200lbs, well below the max ****** for that machine). I reached out to iFIT (the supplier associated with NordicTrack) and asked for the treadmill to be repaired, as it is still covered under warranty. They agreed to send a running board. I spelled out my address clearly. They sent the running board to the wrong address (the number was correct but they sent it to Sycamore St. rather than ****** St. - not sure how they made that mistake, but I assume it was honest). Instead of having *** re-route to me, they sent another, which took over a week to deliver. Once delivered, I reached out to the third-party service provider they use for repairs, ***************. I live near *****, ** and they said they'd have to send a technician from ****** but they didn't provide a date. After over a month of waiting, the ************** technician came the second week of January. After working on the machine for over an hour, he told me they couldn't repair the machine because the replacement running board was damaged. The damage was a scratch on a corner, but the technician told me it didn't matter and that he'd be fired if he installed it. So I informed iFIT the next day and they sent another running board. It came around a week later, then I had to wait until January 27 for a ************** technician to come back. They gave me a window of arrival between ****pm. The technician didn't arrive until ~3:30pm (the schedule snafu kept me from getting my child fitted for a band uniform and from car shopping). He completed the work after an hour. I ran three miles that evening. After two miles the next day, there was a loud pop and it started bouncing dangerously. Now it sparks when I plug it in and the screen won't turn on. It won't reset.
Business Response
Date: 01/30/2024
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 have made our service department aware of what has happened. They are requesting some additonal infomation from you. Could you please send us a video verification showing that the new walking board that was installed is now broken and causing machine not to work? This will help us tremendously as to what we can do to resolve this solution for you as quickly as possible.
Thank you
Customer Answer
Date: 01/30/2024
Complaint: 21218166
I am rejecting this response because:I uploaded videos this morning. It is currently being reviewed by your personnel to determine the right next step. Unfortunately, there is not much that can be ascertained from the videos, besides the screen not coming on, the sound of a spark and a view of me showing how the treadmill bounces. Every day that goes by without adequate resolution is unacceptable to me. You had two months to appropriately fix or replace it. At this point, I do not feel safe with this equipment (whether you send *************** back to attempt to fix it a third time or not). I am concerned you will continue to attempt "band-aid" solutions applied by a third party that has not met my reasonable expectations after two tries. If you had an inhouse technician that could give me comfort that the next time I try to run on it that I won't break my leg, or worse, due to equipment failure, great. But I think you would have offered that two months ago if that was possible. I am seeking a safe solution, and I don't want people "troubleshooting" indefinitely, but I think you view that as reasonable, as you are not impacted by my equipment being down for several months, other than me annoying you by seeking a solution. Not to mention, once you think you found the next "band-aid' solution, I will wait for **** days for new equipment to arrive, then another 1-2 weeks for a technician in ****** to decide he/she wants to drive to ***** (which will likely end in a third failure to fix the treadmill). If I use it again, I will be constantly concerned about it breaking while I am on it. I assume it will be at least 3-6 weeks before I will get to confirm that the next solution failed. So no, I do not accept the response or the current course of action, unless I am reimbursed so I can buy a new treadmill by another manufacturer, or this treadmill is replaced entirely.
Regrettably and anxiously awaiting the opportunity to use my $1,700 treadmill again,
***********************Business Response
Date: 02/01/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
We have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youInitial Complaint
Date:01/29/2024
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 have a Nordic Track Xi9 treadmill that worked fine until Ifit asked for a software update. Since update was attempted, treadmill is no longer functioning. I have called several times and I am repeatedly told they no longer support the software. I don't need the software, I just need the treadmill to work. I cannot believe that a software company cannot support their software.Business Response
Date: 01/30/2024
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 look into this issue for you. Could you please provide a picture of the machine's issue? such as the console with the console turned on and turned off. This will help us in troubleshooting.
We look forward your response.
Thank you
Initial Complaint
Date:01/28/2024
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 iFIT subscription two or three months ago. On January 20 I purchased Amazon subscription to ifit for my Nordic 221 bike I cannot access and use my bike on the Amazon subscription which was just purchased January 20, ****. *** tried resetting my password, several times, and, Ive been on successfulBusiness Response
Date: 01/29/2024
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.
We have gone ahead and send you a reset password email for you to go ahead and reset that password so that you may log in. Please check your email to make sure that you received it. Please let us know if you have any additional questions.
Thank you
Initial Complaint
Date:01/25/2024
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 Commercial **** machine stopped working. Nordictrack response that the software expired August 2023 so we can buy a new machine for $100 off. This machine cost too much for us to support Nordictrack any more for a mere $100 discount!Business Response
Date: 01/26/2024
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 confirm that your machine is one of our legacy consoles that we have since have an end of software support and will not be maufacturing anymore, like most technology we are always improving the technology of our machines. We apologize for the inconvienance this has caused you. If you have additonal questions please feel free to take a look at our end of software link: **************************************************************************.We are happy to offer you 20% off a new machine if you want to replace. Again, we apologize for all you have been through.
Thank you
Initial Complaint
Date:01/25/2024
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.
April 21, 2020 - Brand new Nordictrack/Ifit x32I "commercial Grade" treadmill purchased for residential use. June 2020 - Belt Stopped operating. **************** sent new control board which was installed in August 2020. (3 months lost use) September 18, 2020 - Belt stopped again - New control board sent a second time. (1 month of lost use) Feb 21, 2021 - Belt stopped a 3x. New control board sent. (1.5 months lost of use). 4x faulty control board. July 2023 - Clanging from right hand side. Found that steel base frame was not welded correctly and cracked. The unit is a safety hazard. New frame sent. (2 months of lost use) Jan **** - The metal frame is cracked. It cannot be used. Company refuses to acknowledge the multitude of issues. I am requesting a full refund, plus membership fees and insurance cost or Brand new Unit be expediated and the old unit be carted out.Business Response
Date: 01/25/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the machine issues. We completely understand where you are coming from on this matter.
I'm happy to get this resolved for you, because the machine is damaged we will need a few pictures of the machine, Can you please provide a picture of the machines issue, 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. Once we have those we can see what options we have available.
Thank you
Initial Complaint
Date:01/24/2024
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.
Over the past year, I have encountered persistent issues with the equipment's performance, despite numerous attempts to rectify the situation. I have diligently followed the troubleshooting guidelines provided, reached out to your customer support team on multiple occasions, and even tried suggested fixes, but unfortunately, the problems persist, and the equipment has ceased functioning. This ongoing inconvenience has affected my workout routine and left me questioning the value of the investment I made in Proform. As a loyal customer who has been faithfully paying for this equipment, I deserve a product that meets the standards promised at the time of purchase. Instead, my experience thus far has been far from satisfactory, as Proform did not uphold the equipment warranty.Business Response
Date: 01/24/2024
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 take a look into this for you, please provide the full model and serial number and could you please explain what issues you are experiencing with your machine and please provide a photo or video of the issue. Once we have this info we will be able to look further into this for you.
Business Response
Date: 01/24/2024
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 take a look into this for you, please provide the full model and serial number and could you please explain what issues you are experiencing with your machine and please provide a photo or video of the issue. Once we have this info we will be able to look further into this for you.
Initial Complaint
Date:01/23/2024
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.
Ordered a new treadmill and paid to have it assembled as well. The belt is defective. The company claims to provide a free refund if defective. When I tried to get the belt fixed on my new machine, they advised I do it myself or pay. When I stated that I wanted to return it, they wanted to charge over $600 in fees and told me I have to bring it to the front steps. I explained that I am a disabled veteran (of ****) and have limited mobility, they refused to offer to help carry it from my basement. I just want then to pick it up and refund me. They have been horrible to deal with. Thank you.Business Response
Date: 01/24/2024
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. The fees you are being charged abide by the return policy. Because the machine is repairable and we can restore to manufacturer specs, we will not be refunding any additional money back. You can read more about the return policy at at ************************************************************If you have any further questions, please call our Billing team at **************.
Thank youInitial Complaint
Date:01/22/2024
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.
I purchased the Proform Pro Trainer 500 exercise bike on 1-20-2024. Got everything put together and worked fine even connected to IFit and did part of a training. I was asked to perform an update and this made the console stop working. Tried changing the batteries even called their customer service which I was on hold with for over 3 hours. Now I have a bike that I can not change the resistance or see any details about my riding.Business Response
Date: 01/23/2024
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.
I'm happy to get this resolved for you, could you please send us a photo of your console and the error you are getting if any. We look forward to hearing back from you.
Thank you
Customer Answer
Date: 01/23/2024
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:01/22/2024
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 signed up for a one year membership about two years ago. In November I realized they were still billing me ($41.44 per month). I logged into my account to cancel and my account details indicated that I do not have a paid account, that I have a free account and there was no payment or billing information on file for me. However, I was billed again in December and in January. When I called iFit/NordicTrack, the customer service rep looked at my account and told me that I do not have a paid membership and they have no payment or billing information on file for me and they have no record of ever having charged my credit card. After a confusing and frustrating conversation where the agent said he would try to delete my billing information (after telling me he had no billing information for me), I received two emails saying my billing information had been updated, but again when I logged into my account it looked exactly as it did before - no paid membership, no billing or payment information. I repeatedly asked for a supervisor and was told there was no one else I could speak to. The agent told me he couldn't help me any further, that he sent a message to the billing department and I should call back the next day and see if they had any more information they could provide me.Business Response
Date: 01/24/2024
Hi ******,
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the membership. We completely understand where you are coming from on this matter.I have reached out to our membership mangament regarding your issue, the have confirmed that this member is the secondary user. I found the primary user under ********************************. We have removed payment information from this account and won't be charged moving forward.
If you have any further questions please let us know. Thank you
Initial Complaint
Date:01/22/2024
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.
The software promised is a lie. It does not function as promised. There is no development or maintenance of it. Many features have broken links or do not work at all. Like ****** maps, syncing, etc. Why does the company continue to sell products that do not work? That's not honest.Business Response
Date: 01/23/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your software. We completely understand where you are coming from on this matter.
After reviewing your account and reaching out to our software management who has also reviewed your history and confirms that it shows we have done thorough testing and seems to be up to manufacture specs.
We are happy to continue troubleshooting further if needed but need a detailed explanation of the issue you are experiencing.
Thank you
Customer Answer
Date: 01/23/2024
Complaint: 21179931
I am rejecting this response because:The features that were sold by the sales team do not work:
1. ****** maps trail creator
2. Connected apps exporting of workout data to Stava, Apple Health, Garmin, etc
3. Poor functionality of software and many broken links due to poor maintenance of software and development
4. Live workouts
5. No Functionality of heart rate monitors
6. No Functionality of Bluetooth
Interestingly enough a **************** VP was just hired and fired in the same month. Meanwhile I am not permitted to use any other system on my Nordic Track except Ifit.
Sincerely,
***************************Business Response
Date: 01/29/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing.
If you have any further questions, please contact our iFit software team directly at **************.
Thank you
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