Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,414 total complaints in the last 3 years.
- 249 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:02/17/2025
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 Nordic track treadmill less than two years ago and the deck of the treadmill has already broken. The treadmill was over $1400 and I have never had issues like this before with a treadmill. I ordered it from a certified seller of Nordic track sports and fitness exchange. I simply want the treadmill fixed or repaired
Business Response
Date: 02/18/2025
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 it does appear that your machine is no longer covered under the MFG warranty. Becuase your machine is no longer covered under warranty we would like to offer you a 10% off the part needed.
Please let us know if you would like this offer and we will proceed with the replacment of the walking deck.
Customer Answer
Date: 02/18/2025
Complaint: ********
I am rejecting this response because:
This is a product of theirs and should not break this soon. I’ve only had it for two years i am very disappointed.
Sincerely,
**** ******Initial Complaint
Date:02/17/2025
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 my NordicTrack NTEL******* about six months ago. I have reached out to them multiple times about needing help putting it together. It has been ridiculous. I have had four people working on it plus me. It still is not working right and the console won’t turn on. Everytime I reach out for help, they take weeks to respond, so long, in fact, that I could no longer just sent it back. They don’t want to help and always want more information before they will help. They never tell you where to find it, and then take weeks to respond again. I am so angry, I just want to send it back and get my money back. I will buy an elliptical from someone else. What a waste of nearly $1800 when it doesn’t work and will not go together.Business Response
Date: 02/18/2025
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.
It appears that we need to register your machine before we can provide assistance with the issue you have encountered. Can you pleases provide the full model and serial number off your physical machine? This tag will have added numbers on it specific to your machine that is not on your receipt. We appreciate you submitting the receipt that is very helpful. Once we get this we can get your machine registered and provide additonal assistance.
Thank you
Initial Complaint
Date:02/14/2025
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 have a NordicTrack incline trainer x22i, I have been using it on manual mode without the ifit subscription for well over a year now with mostly no issues. Recently an update was pushed that has rendered the treadmill unusable, Ive done the factory reset 3 times already in an attempt to fix the issue. Im able to get to manual mode and only the incline worksthe timer and track work normally and Im able to adjust speed on the screen but the belt is not spinning at all. As soon as I exit manual mode it goes to a white load screen then then goes black. Im able to click buttons on the console and hear an audible sound but the screen remains black. Such an expensive piece of equipment to be running into issues like this. Previous issue I had was the belt would stop/start intermittently while using it which was a frustration in itself. I dont see myself ever buying a NordicTrack again, the customer service is absolutely awful and not worth the ************ version - 2.6.90.4963 Admin version - 2.13.10.1859 Firmware version - 7.1.2 MGA1_20210901 Brainboard version - ****** I have read multiple threads of people recently having issues with their equipment after a recent software update. PLEASE FIX this is unacceptable.Business Response
Date: 02/17/2025
Hello-
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.We are happy to look into this issue for you, after locating your account we were unable to find your machine regisration, could you please provide the following along with a photo of your screen
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 02/17/2025
Better Business Bureau:
Please forward to company requested information.serial # *************
model # **********
purchased from NordicTrack website May 15, 2020
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me assuming their following response is helpful.
Sincerely,
****** ******Initial Complaint
Date:02/14/2025
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 an air glide elliptical in october 23. Along with it I purchased assembly and a four year warranty that was sold as providing annual routine checkups of the machine . The person who assembled it but certain parts on backwards. It took two months to get fixed. The software program stopped working properly weeks ago. I have repeatedly written to seek help on this and to request the at home visit that I paid for. My request concerning the software have to been addressed and my request for at home maintenance has been completely ignored . I am tired or emailing ifit support and being ignored or getting nonsense replies. IBusiness Response
Date: 02/17/2025
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 past cases and the info you submitted, the issue you are experiencing is not covered under the prevenative maintenance plan of the machine, Prevenative mainenance is for hardware issues not software issues. We would be happy to continue helping diagose the machine for the software issue. If you would still like to set up a prevenative mainenance we would be happy to do so just know they will not be able to address any software issues you are experincing and those have to be addressed with our tech support.
Please confirm that you have followed the instructions given in the last email sent to reinstall the apps on your machine and the outcome that has had so that we may continue moving forward.
Thank you
Customer Answer
Date: 02/23/2025
Complaint: ********
The choices offered dont work. I would like to set up appointment for preventative maintenance as you offered
Sincerely,
******* *********Business Response
Date: 02/24/2025
Hi *******,
We are happy to set that up for you, can you please confirm your address so we can set up a tech?
Thank you
Initial Complaint
Date:02/14/2025
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 was told at the time of purchase that I could cancel the annual ifit membership within 30 days. My order date was January 14 2025 however the treadmill was delivered on January 22nd 2025 and that's when we started accessing it. On February 8th, 2025 I cancelled it and requested a refund. I got 2 different emails. One confirmed the cancellation and the next one gave me a case number that I will be contacted from ifit. I didn’t receive any response from ifit nor a refund so o called them today and they declined to refund it. I have requested a transcript of today’s calland I hope that receive it.Business Response
Date: 02/17/2025
Hello *****,
Thank you for taking the time to address the issues you have encountered with your membership. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account we can confirm that we've issued a refund as of 2/17/25. Your confirmation number is ********. Please allow 3-5 business days for that to reflect your account.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:02/10/2025
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 Nordic track eliptical and after install it was broken and began to shoot out plastic shavings from the front drive wheel. I stoped using and filed a complaint. They sent out a technician and after several weeks or ordering parts he finally arrived to repair the eliptical. After finishing he stated that he could not get the cover to fit just right and have me use the machine. Everything was fine. Several months later it is now making a god awful noise and is broken yet again. I paid over $2k for the machine and I just want it to work correctly. I have a warranty and have sent several emails to Nordic track care and no one responds. Now I am filing this to either replace the whole unit or simply fix what’s wrong with the machine. I have a video of the sound it makes and the lopsided cover but cannot attach to this case.Business Response
Date: 02/11/2025
*****,
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.
Can you please send the video to [email protected] and put your claim number in the subject line. We will be happy to review it and work with you to get this issue resolved.If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:02/06/2025
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 orders a Nordictrack treadmill and it's still isn't delivered The driver that did deliver it refused to put it together and he left and this entire issues was recorded on my interior and exterior cameras including audio that I saved I contacted customer service many times and they are just rude and will not tell me why my treadmill hasn't been redelivered All I get is very bad attitudes from there customer service people. They want to charge me a few to cancel an item I have not received and pay for the items I still have not received I don't want the treadmill anymore I feel this company can't be trusted Who pays for something they have not even seen They are notBusiness Response
Date: 02/07/2025
Hi *******,
Thank you for taking the time to address the issues you have encountered with your order. 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.
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 of $189.90 , 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. You can read more about the return policy at at ************************************************************
With the processing fee refunded, you are being refunded $$2,660.31 You will see this amount within the next 30 days or less. 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 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:02/05/2025
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 NordicTrack EXP10i Model# NTL15421 has a software glitch pushed onto the iFit that has caused a daily need for an update that does not resolve the daily update message and now the iFit does not work at all. The system appears to be locked. I have contacted iFit 6 times regarding the issue and am getting bounced around from department to department with no one taking ownership.Business Response
Date: 02/06/2025
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 case, it does appear that we would recommend lubricating your belt for the squeaking issue, I'm happy to send you some, however I do need to get your machine info before we can send that so we can make sure we get the correct one for your machine. Can you please provide the following:
MODEL #:
SERIAL #:
DATE OF PURCHASE:
PLACE OF PURCHASE:
PRICE OF MACHINE:As for the screen freezing, please confirm that you have performed a pin hole reset on the cosole? any additonal information you can give me on that would be greatly appreciated. Thank you
Business Response
Date: 02/07/2025
Hi ********,
Thank you, I was able to go ahead and process a new console for you. Your order number is ********** please allow 7-10 business days for shipping. Please let us know if you have any further questions. Thank you
Customer Answer
Date: 02/10/2025
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.***I will contact you to reopen this issue if the new tablet does not resolve the issue. TY.
Sincerely,
******** LinkInitial Complaint
Date:02/03/2025
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 spouse and I had a monthly membership with iFit for about a year or so before contacting them and asking to cancel the membership. Despite our request, iFit continued charging our credit card. When we noticed that in December 2024 we immediately reached out to iFit customer service by phone. The ***resentative that we spoke with acknowledge that the account is closed and could not figure out why charges continue. She asked that we send details about the transaction over email, so we sent it to her and copied iFit's general support email address. Neither the *** nor anyone else from iFit followed up with us even after we sent multiple emails. We called customer service again and spoke with another *** who asked us to send details via email. Same result - we got no response from the *** or iFit support and the monthly charges continued. Since we got nowhere with iFit, we asked for a refund via the credit card company for the last two payments (December 2024 and January 2025). However, our concern is that the monthly charges will continue to be posted each month and that we will not get a refund for the other months that we were billed for. We are reaching out to BBB for two reasons - first and foremost, to make you aware of iFit's unacceptable customer service (or lack of). ********************** is a large company and there is no reason to believe that they are handling other customers' complaints any better than they treated us, especially as it concerns monthly membership billing which iFit is likely not quick to cancel. Second, we would like iFit to issue us a refund for ~$90 for the months we were billed despite not having an active account.Thank you in advance for your time and consideration.******** and ****Business Response
Date: 02/04/2025
Hello ********,
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.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.Customer Information:
- Name
- Address
- Primary contact phone
- EmailAlso, please include: Amount, date of purchase, last four digits of card used and a photo copy of your recent charge on your bank statement.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 02/04/2025
Complaint: 22895660
The response from the business does not seem sincere, rather like a copy paste response. The response encouraged me to provide information about my compliant but had no contact information and not even the name of whoever sent the response from iFit. In addition, in their response, iFit notes that they could not find the account information, but we used the same information with the representatives over the phone and they had no issue finding the account. So overall it looks like an automated response rather than a sincere attempt to resolve the situation.Sincerely,
******** *********Business Response
Date: 02/05/2025
Hello ********,
I was able to locate your account under ***************************** Unfortunately, we're unable to do anything with the last two charges as they have been disputed by your bank. We have to wait 120 days for the outcome of this. We're sorry for the inconvenience this may have caused. 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!
Initial Complaint
Date:01/30/2025
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.
Company told me to disassemble my treadmill in order to move. I disassembled and now need a special wire tie, shown in a diagram in the user manual, to reassemble the treadmill. They can’t get me this “wire tie”. They just sent me a zip tie. I need a totally different thing. Which is labeled as A in the diagram on page 9 of the user manual. They refuse to give me the part to reassemble my treadmill shortly after buying it. They told me to disassemble it and now I cannot reassemble it. They said I just have to look around for something. That is horrible. I now have a treadmill that I paid well over $1000 on, a 4 year protection plan, a 2 year iFit subscription, all that I cannot use. I am completely without remedy because they won’t ship me this part that comes in the box when you get the treadmill.Business Response
Date: 01/31/2025
Hello Theodore,
Thank you for taking the time to address the issues you have encountered with your TL,NORDICTRACK T 8.5 S. 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.The wire tie you're referring to is not a serviceable part or part of the packaging. It is simply a wire, similar to a bread tie or twist tie that you may find closing a bag in a bakery or a zip tie.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you
Business Response
Date: 02/04/2025
Hello,
I would like to offer you an extra 30 days of warranty on the machine for the slight inconvenience.. But unfortunately this is not a part we carry to sell and don't carry to replace as it is part of just holding things out of the way and is used to make it just a little easier for assembly but is not a vital part to the machine and does not mean the machine can't be assembled without it.You may tie them together with whatever you see fit.
Thank you
Customer Answer
Date: 02/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22875024, and find that this resolution is satisfactory to me.
Sincerely,
Theodore Cruikshank
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