Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my machine 12-18-2023. We got the new update (NOT beta), the actual update to 2.0. And it worked AMAZINGLY. Then they took it away and said my machine didn't qualify. My machine was LESS than a year old. They had to have known this when they sold me the machine. They did not tell me prior to my purchase that machine would be ineligible for the new interface. Also it gives me the option to update to the 2.0 on my machine, but was told by customer service I can't do it. As expensive as the equipment and monthly service charges are this is not acceptable. I feel like I have been bamboozled. The machine is very much capable of running the 2.0 as it did it for months without issue. I feel very deceived.

  

  Business response

  01/08/2025

  ******,

  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.
  
  

  What I would be able to offer you would be the below two options. Please let me know if this would be something we can proceed with and we'll get you taken care of.

  Option 1- 40% off With this option, the new equipment would be delivered, and setup! (Free Installation)

  Option 2- 50% off With this option, the equipment would be delivered curbside and you would have to get it inside, assemble the equipment. Would need to pay for assembly if that is something you would want!

  Thanks!

  
  

  Customer response

  01/08/2025

  
  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

  01/04/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This companies customer service is maddening. They do not want to speak to their customers. I've now spent about 7 hours trying to resolve what should be a simple problem. I purchased a Nordic Track from Ifit about a year or so ago. A commercial 2450 model. It works fine. They recently updated the software. The result is I can't login and use the machine. They have a customer phone number. I called and gave up after 35 minutes on hold. While on hold, a recorded voice repeats every so often how helpful it would be to just go to their website and communicate with an expert. I've done that a couple of times. It a robot. For my purpose its useless. I've tried everything I can think of with no success. The login process leads me to create a new account. I don't need to create an account. I have one and have paid my membership through March of 2026. I can access my account information at there site online. It reflects my paid membership as stated. I'm in a circular **** with a $4000 machine. It works fine but I cant activate it. *******

  

  Business response

  01/06/2025

  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. 
  

  We apologize for the experience you have had, We would like to perform a paperclip reset on your machine. Resetting the console typically requires 2 people, but may be completed with 1. Please follow these steps:

  
  1.Turn the machine off at the power switch or unplug it.
  2. Find a paperclip and bend the outside wire to make an L shape.
  3. Locate the paperclip reset hole on your machine. This can be located on the back or side of the console. (For instructions and diagrams specific to your machine, these steps can also be located in your owner's manual under the "Maintenance and Troubleshooting" section)
  4. Press and hold the paperclip in the hole.
   5. When the button is pressed, you will feel an obvious click.
  6. Power the machine back on while holding that paper clip button down at the same time.  Continue to hold until you receive a message on your machine. Often this says "Installing System Update" 
  If the reset was successful, the machine should reboot to a blue "Congrats on your New Equipment Page"
  Walk through the machine set up process and allow the machine to update. If it does not automatically attempt to update, you can check for updates by navigating to the Maintenance screen located in the Settings.
  
  NOTE: This process will reset the console to its factory settings. You will need to have your Wi-Fi password and your iFit account information handy to re-enter it. This will not affect saved stats (which are on our iFit servers).

  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
  
  

• Initial Complaint

  12/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The tablet does not connect to the WiFi. Error code *****.This problem has been going on and recently became worse. Tried to resolve the connection issue with iFit customer Service representative ***** on December 27, 2024 2:19 PM. After spending 2.5hrs on the phone with her, the problem remains unresolved.Additionally, she said she will request a new tablet to be sent out and that she would send an email to me, so far nothing.Furthermore, I checked my account online and see that the case is closed.

  

  Business response

  12/31/2024

  Hello Satya, 
  Thank you for taking the time to address the issues you have encountered with your Treadmill. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  We're unable to send out a replacement console as the code ***** reported is Wi-Fi related. I would be happy to deep dive into this issue and determine what could be causing this.  

   

  I would like to run a RouteThis Scan to better understand how the machine and your network are communicating as well as check for interference between the two. This will need to be done on a separate smartphone or tablet. Ensure the machine is on and connected to WiFi during the scan.
  1) Make sure the device is connected to the same network the machine is connected to.
  2) Download the 'RouteThis Helps' Application from the App Store or ****** Play Store
  3) Open the Application after it is installed
  4) Click Begin
  5) Enter "IFIT" as the four-letter code
  6) Respond to this email with the generated Key it gives you.
  7) Once you get that key, make note of it and follow the prompts to perform the test.
  While performing the test, please leave the application open throughout the whole test. As well please ensure your device is near your router during the scan for the best results.
  Once the test is completed, please send the generated key here.
  

   

  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

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 30, 2024 I responded to an IFIT promotion directly from an email they had sent to me to restart my membership. I have two pieces of their equipment a treadmill and the Vue mirror (which is useless without membership). I am not in a cycle where when I go to myfit. (suggested by them) there is no recognition that my payment has been updated. Both machines give me QR codes to scan with my phone or to use blue tooth to recognize but this does not work to access the content. I even downloaded the Ifit app and it too asks to charge me again for a membership. I have already on the 30th paid for a membership (monthly) and with charged been charged $42.00. I am only able to get a chat bot to help me and it's useless. I was on hold for over 60 minutes and hung up on twice before even reaching and agent. I just want to be able to use this or get my money back and ensure they don't charge me again next month.

  

  Business response

  12/31/2024

  Hi *******, 

  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 membership it appears that it was never applied, I'm happy to get that resolved for you, can you please send me a copy of the payment receipt you received upon purchase? 

  Thank you 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called customer service and spoke to Yam Labarro. I asked her to provide me with instructions on how to use my recently purchased NordicTrack treadmill without a subscription. I spent 45 minutes on the phone with her and she would not answer my question.

  

  Business response

  12/31/2024

  Hi *******, 

  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 sorry for the experince you have had, we would be happy to answer any questions that you have regarding manual mode. please respond to this with any questions that we may answer for you. 

  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
  

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently bought a Nordictrack S24 Treadmill and S24 bike and received them on 5 December 2024. Since day 1, I have have nothing but issues with the Ifit software on these machines (which the company is fully aware of as acknowledged by their technician). I have spent over 4 hours on the phone for issues ranging from Bluetooth (multiple devices will not connect to either machine, including THEIR $100 heartbeat monitor), to the display on the treadmill going blank after about 4 minutes on any workout. After tapping the screen, the workouts resets... It is nothing short of a scam to charge this kind of money to a customer and give them half-*** customer service with zero resolution. I was literally told "wait and try the bike again after 24 hours and see if that fixes the issue" This company is a disgrace.

  

  Business response

  12/30/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machines. 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 send you replacement machines, however could you please provide the full model and serial number off the treadmill for our records? also we can offer you some compensation for the issues you have had upon acceptance of replacement machines. $146.50 on the Treadmill and $73 on the bike.

   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
  
  

  Customer response

  12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I would like an actual manager to contact me directly on these issues. I would like to know what the path forward will be (other than throwing $220 at me to turn a blind eye to this).

  The model numbers are:

  Treadmill: NTL39225.0

  Bike: NTEX02425.0

  Ifit software is why these pieces of equipment are bought, without that, they are just your average treadmill (or bike). 

  Last time i checked, I could get a basic treadmill for 1/2 to 1/3 of the cost I paid. 

  I would really like to have someone contact me to discuss whether I want to even entertain staying with this brand, what updates Ifit is looking to implement for their software, why doesn't YOUR heart rate monitor connect up to one of the devices, etc... 

  I am asking for your company to get this equipment "working as advertised", or come pick it back up. There is no way that 2 out of 2 pieces of equipment should be having similar software issues, like this. This means Ifit has zero idea of how to tackle this and I now have some pretty expensive paperweights. 
  

  Thank you,

  
  ***** *********

  

  Business response

  12/31/2024

  Hi *****, 

  Thank you for providing that, we are managers that handle our BBB's. We would be happy to discuss your options, You are within the refund time frame if you choose to do that, applicable fees would apply if you choose to return. I can see that you talked with our agents as of 12/30 and a new heart rate monitor is on its way and the screen issue was resolved. We are happy to add any downtime to your warranty for the time your machines ahve been down due to not working. 

  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
  
  

  Customer response

  12/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again, the issues ARE NOT resolved. Yes, your company is sending out another heart rate monitor. Guess what... it works on the bike! It does NOT work correctly on the treadmill. So, with my very limited knowledge in software (only 24 years), I have a sneaking suspicion that the new monitor will have the same issues the "old" one is having. 

  Bluetooth still is not correctly working for either device as well (ear pods).

  And NO, I will NOT be paying your company to restock equipment that hasn't worked right from the start. Are you serious?!? We're getting to the point where lawyers will start to get involved. 

  I should be charging you all for the over 6-7 hours I have spent on the phone just dealing with basic issues, that you cannot seem to resolve.

  I have asked for someone to contact me (preferably by phone), as it would be a lot easier to hash out all this BS instead of back and forth in messages getting us all nowhere.. 

  All I have asked is for this equipment to work as advertised. I would be happy with that. I am not settling for the multitude of issues that keep arising, with no path on when/how they will be fixed (if ever). I shouldn't have to spend hours on the phone, getting relatively nowhere to now be here...

  
  Sincerely,
  
  ***** *********

  

  Business response

  01/02/2025

  Hi *****,

  We sincerly apologize for all you have been through, we've requested a tech to come out and inspect your machines to get them up and running to manufacturer's specs. Please allow 3-5 business days for the tech to reach out to you for scheduling. 

  Thank you 

  Customer response

  01/02/2025

  
  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 appreciate that a knowledgeable tech was sent out. He showed up today and I am hoping with his assistance, things start to get worked out that have been plaguing this equipment. 

  In the interest of hopefully getting to a good resolution (and being taken seriously), since that really didn't happen with the call center, I am closing out this complaint at this time.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been reaching out to iFit/Icon since November.I was given one case # ******** The console stopped connecting to ifit.I spoke with one tech and a reset was done (which erased all info on my machine-w/o my consent).The machine functioned. The next day it did not...since then, I have called, emailed and tried the chats....no avail. The issue is not resolved. My membership expires 1/6, so I called hoping for compensation with a renewal. I stated I was in ****** (it is also on my file) and spoke of Cdn. funds.I was offered $170.00 for a year, single membership. When we were ready to process I was told it was USD! BAIT AND SWITCH. I requested a reference # but it was refused.I want support and answers regarding the console. I want a membership at the same price or lower than last year. The customer service is beyond subpar. It is nearly impossible to reach a non-bot.

  

  Business response

  12/30/2024

  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, we can see that your machine was reported to have a white screen, please provide a photo of this screen, details regarding when this screen appears and are you able to access any of the workouts? The more info we have about your issue the better. Once we have this info we will be able to better assist you. If you have any issues uploading photos to this portal I will also send you an email that you can respond to directly as well to provide those. 

  We apologoize for the experience you have had regarding your membership, athough the price given was the lowest we are able to offer we would  be happy to add an additional 3 months to your membership as a token of our appreciation. 

  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
  
  

  Customer response

  01/03/2025

   
  Complaint: 22738172
  
  I am rejecting this response because:

  I have sent the requested videos, photos and explanations numerous times...with NO response from the party that requested them.

  I am being asked to repeat the steps as (I believe) a stalling tactic as I have been experiencing since November.  It is interesting that 

  my membership expires on Jan 6, 2025...I will not have access to the 'support' once I am no longer a member.

  I have been a member since ~2017.  This is not acknowledged by iFit as my surname and email address have changed.  

  The lack of support, the repeated requests of the same information without followup answers and support illustrate that

  iFit does not respect or appreciate their members.  It is also interesting the the membership price has nearly doubled in price since last year.  

  
  
  Sincerely,
  
  ****** *******

  

  Business response

  01/06/2025

  Hi ******, 

  
   Thank you for your patienance through the holidays! It appears that you are on the pro memebrship which is our highest membership and was changed upon renewal, we are happy to switch you back to the indivdual memebrship you had last year for $180 CAD. We apologize we are not sure why you were switched to the Pro, the grandfathered indivdual plan is $180 CAD a year and gives you all the same benefits as the pro except for streaming services. 
  As for the screen, we are happy to send you a new console, please respond with the model and serial number along with the date or purchase and purchase place so we can register your machine and get that sent out to you as soon as possible. 

  Customer response

  01/07/2025

   
  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

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two issues-#1- I purchased a treadmill directly from Nordic Track online. They added a one month trial of IFIT that I never requested or used. Several months later I found out that they shared my credit card information with IFIT and were charging me a $39/ Mo fee for three months for this service. I called and spoke with someone over seas. She told me I should have noticed the charges before and would not provide a refund. I called IFIT and Nordic Track directly as well as sent emails. Still no response.#2- The treadmill will not work correctly. There is an error displayed every time the machine is turned on. I have to unplug the unit and start from scratch every day to use it. This process takes ***** mins for the unit to turn on. I called the local service technician who came and re-set the unit. Although I have an extended warranty, I had to pay him directly. No response from the company for reimbursement and I continue to have the same problem. Had great luck with Nordic Track with past treadmills but this is terrible customer service.

  

  Business response

  12/27/2024

  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, we do not have your machine registered within our system. before we can look into this futher for you we need to gather this info and register your machine. please provide the following: 

  MODEL #: (including the number after the period at the end)
  SERIAL #:
  DATE OF PURCHASE:
  PLACE OF PURCHASE:
  PRICE OF MACHINE:

  Thank you 

  Customer response

  12/27/2024

   
  Complaint: 22733030
  
  I am rejecting this response because:

  They have made no effort to contact me directly. I have provided my name, phone number and email address. Since I can't respond with the information they are requesting through the BBB website, they will need to send me an email so I can respond again with all of the particular information regarding my unit.
  
  Sincerely,
  
  ***** ****

  

  Business response

  12/30/2024

  Hi *****, 

  We apologize we haven't seen an email from you. I've gone ahead and sent you an email so we can continue. It will be coming from **************************************** please check your spam folder if you cannot see it. 

  Thank you 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a NORDICTRACK COMMERCIAL 1750 treadmill on December 6, 2024 and received it December 18. I assembled it, turned it on and followed prompts, entering my WIFI information. It required me to create an iFit account, and presented me 3 payment plans. I chose a button that said something like "not now", in order to bypass payment, because I do not want an iFit ****************, every time I want to use the treadmill, it requires me to scan a QR code on the screen using my phone, which takes me to the iFit website, offering those 3 payment plans again. I need to scroll to the bottom and choose "not now" again. Finally, it tells me I am logged in. Only then can I use the treadmill.There is no way to use the treadmill without logging on online! This was not advertised, and an internet search shows that this is a recent software change that they made in the past few months. The user manual says there is a "manual workout" button on the home screen, which there is not. In fact, there is not a Home Screen until you go through the steps I listed above and bypass the 3 payment options. You need internet access to use this treadmill.

  

  Business response

  12/27/2024

  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.

  
  We would like to thank you for reporting the frustration on the specific process and we are working hard to make changes to accommodate all users. Although you are only using your machine in manual mode the ** code is an added level of security for your personal information. 

  If you have any further questions, please feel free to reach out to me. Thank you 

  Customer response

  12/27/2024

   
  Complaint: 22731687
  
  I am rejecting this response because:

  They did not address the question of how to use the machine without scanning the ** code and logging in on their website. Is there a way? 

  Secondly, they said the ** code is an added level of security for your personal information. That requires explanation. How does scanning the ** and logging in secure my personal information? This is a home treadmill, so there are no strangers who would use it and get my personal information. And if they mean that this allows there to be multiple home accounts, couldnt that be achieved without an internet connection?

  To clarify, the key problem Im reporting here is that each time I want to use my home treadmill, I need to get permission from the iFit company via an internet connection. That is the problem. Rather than protecting my information, this requirement seems like an invasion of my privacy by iFit. I want a way to privately use my home equipment without needing permission from iFit.
  
  Sincerely,
  
  ****** ******

  

  Business response

  12/30/2024

  Hi ******, 

  As long as you don't log out of your machine you should only have to scan the ** code once. After that it won't pop up. The personal info is pertaining more to those that have IFIT accounts but everyone has a ** code, this is something we have incorporated on all  machines not just ones that have memberships. We apologize for the confusion. 

  Thank you 

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Nordictrack S22i commercial bike, that is 2 years old, I noticed that the monitor stopped going into night mode, and would stay on 24 hours a day, I reported the issue to IFit, they sent me instructions to try to fix the problem via email, this did not work, sent another report, they sent me another email with different instructions on how to reset the monitor by using a paperclip, I followed the instructions, the screen reset, then it went black and stopped working. I sent another report, they told me it was not under warranty, that I would have to pay for any work and to send a technician. I paid over 2000 for this bike less than 2 years ago, and I feel that a one-year warranty for such a costly machine is ridiculous. I was following their instructions, and it messed up my bike. I got to looking on Nordictrack blogs and this seems to be a common occurrence and that IFit is aware of their faulty control board, that does not last. This is a costly repair, plus under IFit instructions they wanted us to remove the pedal arm to get to the controller to see if that was the problem, we were unable to get the arm off, stripping the bolt in the process, so we cannot even get to the controller to determine if that is the problem. I think it's wrong that they know of the problem but refuse to fix it and it continues to cost the consumer a substantial amount to repair after spending a lot to purchase their equipment. I have several emails providing proof of our interactions.

  

  Business response

  12/26/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your. 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 a service has already been set up as of today 12/26. We would be happy to add 3 months of downtime to your ifit membership as a token of our appreciation. Please let us know if you would like this. 

  Thank you. 

  Customer response

  12/26/2024

   
  Complaint: 22727479
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

   

  The issue stems from an update to IFIT. I had no issue until they made changes to their software. 
  we have declined the update on our rower which they also would not repair while under warranty.

  we have invested thousands in equipment and IFIT. Anything less than a complete repair (parts/labor) is insulting.

  gratitude from the company would be to have all 3 of our distracts inspected and maintained while resolving the initial issue.

  

  Business response

  12/30/2024

  Hi *****, 

  We have confirmation that a service tech has been set up to come inspect your machine. Please allow 3-5 business days for the tech to reach out for scheduling. We've also refunded the service fee. Thank you 

*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. ↩