Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,376 total complaints in the last 3 years.
- 242 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:07/08/2025
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 filled out the claim form at:********************************************************** and elected a free mat for my treadmill that was never received.
Business Response
Date: 07/09/2025
****,
Thank you for bringing your concern to our attention!
As a one time courtesy, we have continued with shipping a floor mat to your residence. You can anticipate the receival within 7-10 business days, and can further track the order at *************** using your order number which is ICS10051296.
Please let me know if you have further questions, and enjoy the remainder of your day.
Best regards,
iFit BBB
Customer Answer
Date: 07/09/2025
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.
Sincerely,
**** De *****Initial Complaint
Date:07/01/2025
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.
Nature of Complaint:
Warranty replacement product defective, prolonged failed service, and refusal to replace unit. Requesting full replacement.
Complaint:
I originally purchased a NordicTrack treadmill with an extended warranty. That treadmill failed, and I was told I could receive a replacement — but only if I paid extra to “upgrade” to a newer model. I agreed and received the upgraded replacement treadmill on January 13, 2025.
Less than three months later, the new unit broke down.
Since then, I’ve spent months trying to get it fixed. I was required to disassemble the machine and perform diagnostics over a video call with support staff. A technician eventually came out, but it took weeks. When he left, I was told a part would be ordered. However, it never shipped — and when I followed up three weeks later, I was told the part had not been ordered because they were “waiting on my approval.” I was never informed of this.
When the part finally arrived, I installed it myself (not something I should be doing for a warranty repair), but the treadmill still didn’t work. I contacted support again and was told I would now need to restart the entire diagnostic and repair process. This is after over three months of troubleshooting and waiting, during which I had no working treadmill — one I paid to upgrade into and which failed in less than 90 days.
I was then informed that because the treadmill is now outside the 90-day replacement warranty, they no longer have an obligation to replace it — even though I reported the problem within the warranty period and the delays were on their end. This situation is unacceptable. I have acted in good faith and have been more than patient. NordicTrack/iFIT has failed to stand behind their product and warranty service, leaving me with a non-functioning treadmill despite all my efforts.
Desired Resolution:
I request a full replacement treadmillBusiness Response
Date: 07/02/2025
*******,
Thank you for bringing your concerns to our attention! I am very sorry to hear of your issues with the replacement machine.
Because at this point there has been little done to try and repair the new unit-including that a Console has not yet been sent, we believe that prior to replacing again additional repairs must first take place. iFit is happy to cover all costs of parts and service until the machine is considered working to specifications.
Please respond at your next convenience confirming that the issue with the unit remains the same, and enjoy the rest of your day!
Best regards,
iFit BBB
Customer Answer
Date: 07/02/2025
Complaint: 23545990
I am rejecting this response because:I’ve already spent over three months trying to resolve this — including multiple hours on the phone with support, video diagnostics, a technician visit, and installing a part myself — with no success.
The issue was reported within the warranty window, and the delays were caused by iFIT’s processes, not mine. I’ve done everything reasonably expected of a customer, and then some.At this point, I am not willing to restart the repair process again.I am requesting that iFIT Replace the defective treadmill, and Arrange pickup/removal of the current non-working unit.
This is a fair and reasonable resolution considering the product failed within 3 months and all attempts to repair it have failed.
Sincerely,
******* *****Business Response
Date: 07/07/2025
*******,
Thank you for your response!
Please know that I can certainly understand your frustration with the delays, and overall repair process. It is not ideal to have a product that has unanticipated issues. This said, a replacement unit is not going to be approved at this time due to the reasons I have already explained.
If we continue with the repair, and a prompt solution is not met, then at that time we can consider a replacement. I hope you can understand, and look forward to hearing back regarding continuing with next steps!
Best,
iFit BBB
Customer Answer
Date: 07/07/2025
Thank you for the response.
Although I’ve already spent over three months working through this — including multiple hours on the phone, video diagnostics, a technician visit, and installing parts myself — I’m willing to give iFIT one final opportunity to resolve this issue.
I am agreeing to one last repair attempt, under the following conditions:
The repair must be scheduled and completed promptly, All parts and labor are fully covered,
If this attempt does not resolve the issue, iFIT will move forward with a full replacement and arrange pickup of the defective treadmill.Additionally, given the significant downtime and the fact that I’ve continued paying for an iFIT subscription that I’ve been unable to use, I’m also requesting a complimentary one-year iFIT membership as a goodwill gesture for the inconvenience and time lost.
Please confirm that these conditions are agreed upon before proceeding. I’m hopeful we can bring this to a fair and final resolution.
Sincerely,
******* *****Initial Complaint
Date:06/29/2025
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.
After the ifit update, my tablet has been bricked and no longer turns on.
This has rendered my treadmill (Nordic track c1000) completely unusable.
I am seeking a replacement console/tabletBusiness Response
Date: 07/01/2025
********,
Thank you for bringing your concerns to our attention!
As it stands, I am not able to pull a record for you within our system. Was your unit ever registered? If so, please provide the details that would link to the account. If not, lets proeceed first by addressing the unit registration.
I appreciate your attention to this matter, and look forward to hearing back soon.
Best regards,
iFit BBB
Initial Complaint
Date:06/19/2025
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 two treadmills from Ifit on July 30th,2024, for around $5,000 and they have both been an issue since the day I got them and I have been unable to use them more than a handful of times in the year that I have had them. I contacted Ifit to fix the issue, they sent a tech to replace the consoles of the treadmills thinking that would fix the problem and it has not. I have contacted Ifit over 10 times to resolve this issue getting no resolve. In no way am I just looking to get my money back because I don’t want to spend it, I just want to have treadmills that work. I am at the point I want a refund and they continue to deny me that.Business Response
Date: 06/23/2025
********,
Thank you for reaching out with your concerns. I am so sorry to hear that a solution has yet to be met! I am hopeful that I can assist with this.
I understand that the problems with the unit still remain, but can you please elaborate on what these problems are? Any details you can provide to further explain the situation and what you are experiencing are appreciated.
I look forward to hearing back, and being of assistance soon!
Kindly,
iFit BBB
Customer Answer
Date: 06/23/2025
Complaint: 23491640
I am rejecting this response because:
Since purchasing two treadmills I have been unable to use both of them without error messages popping up on the screen stating there is a communication problem to the treadmill and to unplug making them unusable. I have gone through all of the manual resets suggested by Ifit tech support. I have had both consoles replaced by a service tech hired by ifit and still experiencing the same problem after they have been replaced. I have also installed a booster for the internet to rule out any internet problem. I feel I have gone above and beyond to try to fix the problem in order for them to work and bottom line they don’t. I would not even be able to resell them to anyone and tell them they are working so basically have become useless which is why I am requesting a refund. Spending $5,000 on two treadmills and not have them work since day one is more than frustrating it’s just wrong and I would hope as a company you will make this right. I ultimately just wanted treadmills to work in order to help my family get healthy and I have been given a headache in return. This is going on a year of dealing with this headache I hope to come to a resolution very soon.
Sincerely,
******** *****Business Response
Date: 06/24/2025
********,
Thank you for your response, and further elaboration on the issues you are experiencing.
I can certainly understand why you would be frustrated as you continue to experience problems after implementing different things that should have allowed for improvement. This said, a return through iFit would not be an option as both units were purchased from a third party retailer. Have you communicated your concerns with Amazon to see what kind of options they offer?
Regardless, our team intends to help, it just may not be by way of return. Please let me know if you are interested in discussing alternatives, and we can get this handled.
Best,
iFit BBB
Customer Answer
Date: 06/24/2025
Complaint: 23491640
I am rejecting this response because:I have contacted Amazon multiple times, spending several hours on the phone between the two companies; Amazon and Ifit. Amazon continues to say I need to contact the seller because it is out of their 30 DAY return window and the warranty of the product will fall on the seller/manufacturer.
Sincerely,
******** *****Business Response
Date: 06/25/2025
********,
Thank you for getting back to me with these details!
I can certainly understand Amazon's return policy, and it makes sense that the handling of this matter would fall within the manufacturers warranty. This said, a return would not be an option through us either considering we were not the place of purchase. If possible, I would like to connect over the phone and discuss details and next steps further. Is there a time in coming days or weeks that you could be available?
Please advise, and I will be sure to get in touch.
Best regards,
iFit BBB
Customer Answer
Date: 06/25/2025
Complaint: 23491640
I am rejecting this response because:Yes I am available today and tomorrow anytime, my phone number is **********
Sincerely,
******** *****Business Response
Date: 06/25/2025
********,
Thank you for getting back to me so quickly!
I have some availability on my schedule for tomorrow at 12PM MST, and will plan to be in touch accordingly.
I look forward to speaking more soon.
Best regards,
iFit BBB
Initial Complaint
Date:06/13/2025
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 Nordiktrack treadmill about 11 months ago and the incline motor stopped working. I submitted a warranty claim and never heard back. I called the company to inquire and over the course of two hours was given four different reasons why my machine was not eligible for warranty coverage - the final being that warranties are from the date of manufacture rather than purchase. The machine according to them was manufactured in 2022 and purchased in 2024 so came with no warranty what so ever. At that point I asked to speak to a manager as I was quite tired of being given changing answers as to why they would not honour the warranty. Their website clearly states warranty is from the date of purchase. After some back and forth with the manager, there was an agreement to contact me the next day and to send shipping information for the broken part (labour should be included since it was within the first year of purchase but I had already wasted two hours fighting for the part and it didn't seem worth it). Four days later, no contact except for a response to the original inquiry saying they see it has been resolved.Business Response
Date: 06/17/2025
******,
Thank you for reaching out, and bringing your concerns to our attention!
I was able to pull your account, and can determine a supervisor on our side agreed to send a replacement incline controller as a one time courtesy. I am happy to ensure that this is sent out promptly, can you please first confirm your units model and serial number? Once received, I will see to ordering the parts.
Kindly,
iFit BBB
Customer Answer
Date: 06/17/2025
Complaint: 23466215
I am rejecting this response because:I have no confirmation that the replacement part has been shipped and therefore the case remains unresolved. Since I was previously assured that the part was on its way I’ve lost trust in a verbal commitment. I have provided my model and serial number to more than one CS agent and it is difficult to believe there was a commitment to ship it if my model and serial number disappeared from the file.
Happy to provide yet again. Model number **********
Serial #*************
Sincerely,
****** *********Business Response
Date: 06/18/2025
******,
Thank you for your prompt response, and confirmation of the units model and serial numbers.
At this time, I have sent through a one time courtesy part order on your behalf. A replacement incline motor and incline controller will ship from our warehouse to you directly. A seperate confirmation email should be coming through soon, but for good measure the order number is as follows: *********.
Please let me know if you have further questions at this time!
Best regards,
iFit BBB
Business Response
Date: 06/18/2025
******,
Thank you for your prompt response, and confirmation of the units model and serial numbers.
At this time, I have sent through a one time courtesy part order on your behalf. A replacement incline motor and incline controller will ship from our warehouse to you directly. A seperate confirmation email should be coming through soon, but for good measure the order number is as follows: *********.
Please let me know if you have further questions at this time!
Best regards,
iFit BBB
Business Response
Date: 06/18/2025
******,
Thank you for your prompt response, and confirmation of the units model and serial numbers.
At this time, I have sent through a one time courtesy part order on your behalf. A replacement incline motor and incline controller will ship from our warehouse to you directly. A seperate confirmation email should be coming through soon, but for good measure the order number is as follows: *********.
Please let me know if you have further questions at this time!
Best regards,
iFit BBB
Initial Complaint
Date:06/08/2025
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 X11i treadmill from Nordic Track a little over 10 years ago. As an Exercise Physiologist, I take excellent care of my incline trainer. It has been working perfectly until a few weeks ago. My 17 y.o. daughter was using the treadmill when an I-Fit upgrade notification came up on the touch screen. My daughter pressed cancel as she was in the middle of her workout. The treadmill stopped in its tracks at a 20 percent incline and has not worked since. I called the Nordic Track customer care line multiple times and spoke to the I-Fit side, the Nordic Track side, and even a manager within the company. All stated that there was absolutely nothing they can do since there are no further computer upgrades for my treadmill and that I would just have to buy a new treadmill. One I-Fit staff member that I spoke to reached out to sales and came back with a 10% discount towards the purchase of a new treadmill. I told her that was completely unacceptable and then asked to speak to a manager. When the manager stated that there was nothing he could do, I then I requested for a Director to contact me. No one has reached out within the past 2 weeks. I still have a treadmill in my personal gym that is stuck at an incline and does not work at all. I requested that my treadmill either gets fixed by Nordic Track, I get a refurbished Nordic Track incline trainer at no cost to me (including removal of my treadmill that no longer works) or the company gives me a substantial 80-90% discount towards the purchase of a new treadmill. Once again, the only reason my treadmill stopped working is due to the I-Fit computer upgrade malfunction which is of no fault of my own.Business Response
Date: 06/09/2025
****,
Thank you for reaching out! We appreciate the opportunity to discuss your situation further.
A 10 year old piece of equipment is far outside of the manufacturers warranty, as well as is likely reaching the end of it's lifespan. Like any product on the market today, as years pass devices become outdated and eventually need to be upgraded in order to function properly and support its users. Because iFit is ever-changing and advancing through new technologies units from 10+ years ago are not equipped to handle necessary updates.
I understand how this can be frustrating, and would be happy to assist with the 10% discount on a new unit should you choose to continue as an iFit/NordicTrack user. Thank you for understanding!
Best regards,
****** J. iFit BBB Rep
Customer Answer
Date: 06/10/2025
Complaint: 23441659
I am rejecting this response because: My treadmill was working perfectly until the I-Fit upgrade screen came up during my daughter's workout. The treadmill belt suddenly stopped at a 20 percent incline. Due to your I-Fit technology, my treadmill no longer functions at all. I expect for you to, at the least, email me the last upgrade that will work for my treadmill so that my wife (IT Director) can install it. That way my treadmill will work perfectly again. If you are unable to do this for me, then I expect to receive a refurbished incline trainer at no cost to me or an 80-90 percent discount on a new one. Your 10 percent offer is completely unacceptable. Once again, there was NOTHING wrong with my treadmill until your software stopped it in its tracks. I only want my treadmill to work in the manual mode. As an Exercise Physiologist, I do not need any I-Fit software. I simply want my treadmill to function properly again.
Sincerely,
**** ****Business Response
Date: 06/11/2025
****,
Thank you for getting back to me!
Unfortunately, updates are necessary for the treadmills function. If the treadmill is not up to date then it will begin to experience other issues such as freezing, buffering, or complete access loss. There is not a way for us to revert to the previous version, nor would this successfully alleviate your issue. The treadmill is no longer working as it has reached the end of it's life. If you are only looking to use equipment in a manual mode, I would recommend getting a unit which does not have complex technological features that way things like updates and software are not a factor.
Again, I apologize for this inconvenience. Our offer regarding a discount stands if you wish to take it.
Best regards,
****** J. iFit BBB Rep
Customer Answer
Date: 06/12/2025
Complaint: 23441659
I am rejecting this response because:How can my treadmill be at "End of life" if it worked perfectly up until the I-Fit upgrade message came up on my screen? Once again, I am an Exercise Physiologist. I take very good care of my treadmill. I expect my treadmill to work again. If that is no longer possible, then I expect a refurbished incline trainer to be sent to me at a very low cost to me given that that I-Fit component is the ONLY reason my treadmill stopped working. If I can't get a refurbished treadmill, I am open to suggestions. However, your 10% discount offer for a new treadmill is like a slap in the face from your company and completely unacceptable. I have purchased 3 treadmills from Nordictrack.com. The other two are still working simply because they do not have the I-Fit technology. I never used nor wanted the I-Fit technology. I simply wanted an incline trainer that rises up to a 40% incline. It's time your company starts showing me some outstanding customer service like an A+ BBB company would do. I will await to here what you can offer me.
Sincerely,
**** ****Business Response
Date: 06/13/2025
****,
I apologize that we are not able to meet an agreeable solution here.
A replacement or 90% discount on 10+ year old unit is not going to be an option. I hope you can understand that products age and sometimes ultimately need to be replaced over time. Again, on iFit compatible pieces of equipment the software is a huge factor. Similarly to cell phones, the phone itself may work, but as more and more updates release your old phone eventually becomes unable to function to the standard required for use. If your unit is too old to support everchanging updates, then it has reached it's end of life. Because you have been a loyal NordicTrack user over the years we can increase the discount offer to 20% off a new unit of your choice, but this is the highest we can go under the circumstances.
I appreciate your understanding!
Best regards,
Customer Answer
Date: 06/22/2025
Complaint: 23441659
I am rejecting this response because:Subject: Request for USB Recovery or Offline Fix for
iFit Loop - (2014) X11i Incline TrainerDear NordicTrack/iFit Support Team,
I am writing as a longstanding and loyal customer. I have
purchased three treadmills from NordicTrack over the years, and I have
been very satisfied with the equipment itself.
Unfortunately, my (2014) X11i incline trainer is
currently unusable due to the iFit console being stuck in a continuous boot
loop. This issue began after the most recent software upgrade prompt
appeared, which caused the machine to freeze — it is now stuck at a 20% incline
and will not boot past the iFit loading screen.
The treadmill hardware itself is in excellent working
condition, and it is extremely frustrating that the software issue has
rendered it non-functional. I am not looking for new features or updates — I
simply want to use the treadmill in manual mode or restore basic
functionality.
I respectfully request that NordicTrack/iFit provide one of
the following solutions:A USB
recovery drive or downloadable firmware image to reset or downgrade
the console which ChatGPT stated the company can provide
A method
to bypass iFit login and use the treadmill offline which ChatGPT
stated the company can provide
A repair
or replacement option for the console/tablet (even if refurbished)As a loyal customer with multiple NordicTrack purchases, I
hope you can assist me in finding a path forward that doesn’t involve
discarding a mechanically sound machine.
Throwing away a perfectly good treadmill in pristine mechanical order
would be, not only wasteful, but a completely unnecessary environmental
impact.
Thank you for your time and support. I would appreciate a response from your
technical or product support team as soon as possible.
Sincerely,
**** ****
Model: NordicTrack X11i (11/2014) MB
Serial Number: ***********Business Response
Date: 06/24/2025
****,
I appreciate your response, and certainly understand the impact this machines aging is having on your workout routine.
At this time there is not a way for the machine to revert to a previous software. Even if this was a possibility, it is not a sustainable solution as our units are designed with hardware and software as equal partners. If one of these functions is not correct, in turn the others functionality suffers until eventually the internal firmware fails-which is what has occurred in your situation. Due to the age and growing incompatibility, the consoles for this particular unit have not been manufacturered for years, making a replacement a non-option.
Again, as an iFit team we apologize for this inconvenience, and would be happy to discuss the discount option further.
Kindly,
iFit BBB
Customer Answer
Date: 06/28/2025
Complaint: 23441659
I am rejecting this response because:Unfortunately, you have not offered anything that is satisfactory to me. I had a perfectly working treadmill one day and a very heavy piece of garbage the next day. I will not be buying any more products from you company if this is what happens.
Sincerely,
**** ****Initial Complaint
Date:06/08/2025
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 a Proform elliptical with iFit in 2020 during the pandemic through Amazon. 4-5 years later, one day the elliptical stopped working. The display console's software got upgraded online and the software wasn't working. I contacted iFit support. They provided an usb image to put on the usb stick. Tried it. Did not solve the problem. Then at that point, they forced me to buy a new display console. Their software broke the elliptical and they refused to replace the console for free or provide a software fix. The elliptical is now not functional just because the software upgrade broke the display console.Business Response
Date: 06/09/2025
Good Afternoon *****,
As an iFit team we appreciate your outreach and provision of concerns!
I am very sorry the Console on your unit has gone out, and therefore rendered your machine unfunctional. At the time of this breakdown the units manufacturers warranty was expired. It is for this reason that a complimentary replacement would not be offered. This said, we are happy to dicuss potential replacement discounts if you are interested in working together toward a solution.
I appreciate your attention to this matter, and hope to hear back soon.
Best regards,
****** ** iFit BBB Rep
Customer Answer
Date: 06/12/2025
Complaint: 23440001
I am rejecting this response because:The elliptical only worked for 4-5 years and the console is now broken. Even though the warranty has expired, one would expect it to continue to work. It is unreasonable that a device like this to have worked only 4-5 years. If it was stated on your product that it'll only work for 4-5 years, nobody would buy this product.
I'm not satisfied being offered a discount on the console. The software was broken by your online software updates.
Sincerely,
***** ****Business Response
Date: 06/13/2025
*****,
Thank you for getting back to me on this!
There are numerous factors which play into the longevity of the units parts. To name a few: plugging the unit in on a surge protector, power cycling between uses, and even completing annual maintenance. While the units are designed to last, circumstances vary between users. For your specific piece of equipment, the manufacturer takes responsibility for any failures within the first three years of ownership. Past the first three years it is the responsibility of the equipments owner to either purchase an extended warranty (if elligible), or cover the costs of any failures that occur after the manufacturers warranty expiration.
I understand this is not an ideal situation, and am here to assist if you decide you would like to proceed with the discounted replacement offer.
Best regards
Customer Answer
Date: 06/16/2025
Complaint: 23440001
I am rejecting this response because:The provided reasoning for the display console failure was both irrelevant and irresponsible. The display console was made dis-functional by software updates. The display console hardware is functional. Again as I stated, no one would buy such a device if they knew the software updates would make the device not function.
Sincerely,
***** ****Initial Complaint
Date:06/07/2025
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.
On or around May 19 I called IFIT to schedule an appointment to have a maintenance call on a proforma exercise bike thru an extended warranty contract with Universal Technical Services also in Logan Utah. The protocol is to schedule thru IFIT and they contact UTS to schedule. Upon scheduling the appointment I was informed an additional charge would be added due to excess mileage. Granted those terms are in the contact and I was charged $126.00. As excessive as the charge is I agreed to pay it for a maintenance and repair call. The repair tech scheduled the call but the repair parts never were received until 4 days after the repair tech had been here. There was nearly a 2 week interval between the time the part was ordered and the time the repair tech was scheduled. There was no reason why the part did not arrive other than the fact it was not ordered as confirmed by the repair tech. So I paid $126.00 plus a contract fee to have a warranted repair done on a Proform exercise bike that my husband had to do when the part finally arrived. It was a very simple repair but one that was under the warranty contract and would have been done by the repair tech if IFIT had ordered the part and had it delivered in a timely manner. This is typical protocol. This company sends out a tube of bearing grease every year a maintenance call is made. It generally arrives 2 business days after the call request. Wonderful news. There is nothing on the exercise bike that requires lubrication. Every bearing in the equipment is sealed. I feel as though IFIT needs to credit my account for $126.00 because of the following:
1. The repair tech does not receive the money for the additional mileage. It becomes a profit center for the company.
2. The repair part was not ordered in a timely manner. This prevented the repair tech from performing the repair that I had paid for.Business Response
Date: 06/09/2025
********,
Thank you for bringing this matter to our attention! I am so sorry for the mis-communications, delays, and overall poor representation of our company values.
Our Members are our priority, and your experience is far from our expectation. I have put in a refund request for the $126, this will go through an approvals process, and then should be refunded back to the payment method.
Again, I am so sorry for this mishap. Please let me know if there is anything more we can assist with at this time!
Best regards,
****** ** iFit BBB Rep
Customer Answer
Date: 06/09/2025
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.
Sincerely,
******** *****Initial Complaint
Date:05/29/2025
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 purchased the Nordictrack T Series 5 on 2-23-25 for $600 A week after I started using the treadmill it initiated an incline calibration process when I plugged in the key. I wasn’t sure if this was somehow normal so I didn’t do anything. About a week later when it happened again I called Nordictrack and was walked through manually performing an incline calibration. A week later it happened again. I called and was told to remove the cover over the motor and make sure all the wires were tight. About a week after that, it happened again. I called and a technician was scheduled to come out. I stayed with the technician as he tested all parts of the treadmill and explained that although everything he tested is working properly there is obviously an issue. He explained that when it happens again I need to call Nordictrack back so they could send the technician out again and this time he would replace what he referred to as “the brains” of the treadmill. He explained that this is the control panel. Two days later it happened again. I called Nordictrack back expecting to have a technician sent out when instead I spent over an hour arguing with a representative who refused to connect me with management and insisted I redo ever step over again from the beginning. Which I refused because it had already been done. Eventually I was connected with a supervisor who said I would need to send a video of the incline calibration process before they could proceed any further. I took a video of myself powering on the machine and plugging in the key. I promptly emailed the video to the supervisor who replied to the email by stating that this is a “normal” process. I then replied asking how it’s “normal” that this happens this frequently when I was told by one of the representatives that this should only happen once every several months. My email was never answered. My in laws purchased the same treadmill a month before mine and this has never happened. I want this fixed!Business Response
Date: 06/02/2025
Good Afternoon ******,
First and foremost, I want to apologize for the grievances you are experiencing with your treadmill. I can certainly understand why this would be frustrating!
To confirm, the issue you are facing is in regards to the units incline feature. It is not that the incline doesn't work, but rather that the machine is completing very frequent incline calibrations. Is this correct?
Please advise if so, and I will personally assist with getting both a part and service order arranged on your behalf. Thank you for giving us the chance to make this right.
Best regards,
****** *****, iFit BBB Representative
Customer Answer
Date: 06/02/2025
Complaint: 23394987
I am rejecting this response because:
I want to ensure this issue has been resolved before closing out this case. Yes it is correct that the issue is very frequent incline calibrations. Can you please contact me personally asap at ****************** to have this repaired? I have been dealing with back and forth from this company for months.
Sincerely,
****** ******Business Response
Date: 06/06/2025
******,
I have sent you an email so that we can find a time to connect directly next week!
Have a nice weekend.
Best regards,
****** ** iFit BBB Rep
Customer Answer
Date: 06/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23394987, and find that this resolution is satisfactory to me. Parts are being delivered and a technician has been contacted for repair.
Thank you very much,
****** ******Initial Complaint
Date:05/22/2025
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.
We ordered a Nordictrack a year ago, the machine broke after 6 months, it has been another 6 months with multiple attempts at getting someone to come out to fix the machine to no avail. We have taken multiple days off to try and make time for these service appointments for the machine. Any attempts at returning the machine or getting a refund are being refused by the company. their customer service is unprofessional and incapable. The machine has been broken for a considerable length of time, Nordictrack has been entirely unhelpful in resolving this situation, wasting hours of our time over the phone with their only recourse to offer "to reschedule the technician." At this point we refuse, as we are only interested in getting a refund. Their customer service is abysmal, it is absolutely criminal that they allow you to buy a machine they are unable to repair if it breaks. At no point was that ever mentioned, that they don't have any staff capable of repairing the machine if it breaks, as we've been trying to schedule that for 6 months now. After numerous attempts to schedule with them over the phone and through email, we managed to set one up. We previously had a service ticket open for months without anyone attending to our issue, despite follow up. We had to request off of work to make sure we're available for the repair, however the repairman never arrived. It took months again to reschedule, again we took off and no one arrived. To allow us to purchase a product with no relief for in person technical support and then refuse to refund what has become a completely broken machine is entirely unacceptable as an American business. This is absolutely ludicrous and we rightly demand a refund for the machine.Business Response
Date: 05/23/2025
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.
I'm having a hard time locating an account for you with the infomation provided. Do you happen to have a service order number that we could reference? any info would be helpful.
Thank you
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