Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,846 total complaints in the last 3 years.
- 192 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:09/08/2025
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 have been using IFIT for a couple years. My payment was $16.50 a month and was automatically charged to my credit card monthly. I just received an email stating my membership has expired and I can renew at there new rate of $39.99. I called to inquire about this. I was told my card declined when they tried to charge it. They said that I was grandfathered in on the old plan but because my card declined I am no longer able to get it at that price. My card is perfectly fine and would not decline. My credit rating is excellent and my cards have plenty of money on them. I find it very suspect that they change their rates and plans and all of a sudden my payment doesn't go through?? And if there was a problem with the card, which there wouldn't have been, then why wasnt I notified sooner. I should get the rate i signed up for. This is such a scam and a way for them to get more money out of their customers. I would not recommend them to anyone. And I would never pay $40 a month
Business Response
Date: 09/10/2025
******,
Thank you for reaching out with your concerns! I am very sorry to hear of the recent subscription issues.
As a one time courtesy, I have gone ahead with reinstating you on the grandfathered membership plan. Please note however that we will not be able to do this again in the future.
Renewal is set to take place next week, 9/17, so please make sure that all payment information is added and up to date as to further ensure there will be no issues.
Best regards,
iFit BBB
Customer Answer
Date: 09/11/2025
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:09/02/2025
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.
iFit does not allow you to simply cancel a membership. You have to call their customer service number and wait for an attendant. The only easy option is to "pause" your membership for 90 days. For ease, that is what I did. The caveat is that they do not send a reminder when that 90 day period will end. Upon seeing a pending charge for iFit on my credit card, I realized the 90 day period had just ended. I went through the arduous process of calling, waiting quite a while for an attendant, then asking to cancel my membership. They will hold you on the line to try to sell you more memberships (likely why they force you to call) before ultimately letting you cancel. I had asked if I could receive a refund for the pending charge and was told "no refunds are offered". While a monthly membership is just $40, I find the entire process shifty and disappointing. It appears the only easy option of "pausing" a membership with no reminder and then a "no refund" policy is an easy way for iFit to dupe it's users into paying for a service they may no longer be using.Business Response
Date: 09/02/2025
******,
I am very sorry that cancelling the membership has proven difficult. I would love to get this taken care of for you!
A refund for the charge that processed today, 9/2, will be refunded in full. You can anticipate this posting to your account within the next billing cycle. Further, your accounts status has been set to free so you do not need to worry about renewing, unless you reinstate the membership in the future.
Do you have any other questions for me? Please advise if so.
Thank you,
iFit BBB
Initial Complaint
Date:08/28/2025
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.
iFIT **************** is a company that provides software for exercise equipment. I have a 7 year old treadmill that crashes once or twice a year due to the ifit software. A machine in perfect mechanical shape that will not operate solely due to software crashes. ifit dropped support. I, along with countless others that can be found with a simple ****** search, feel that ifit has a business model that is not focused on helping people exercise, but rather on ripping people off with membership fee's, horrendous support, and constant purchasing of their products in order to maintain functional equipment. ifit should be investigated for unethical business practices. Their product goes into multi thousand-dollar machines that they only support for a few years.Business Response
Date: 09/02/2025
*****,
Thank you for reaching out with your concerns!
I am very sorry to hear of the software issues which have interferred with your experience. If you are interested, I would be more than happy to connect and discuss things over.
Please provide a few dates and times of availability, and I will be in touch.
Best regards,
iFit BBB
Customer Answer
Date: 09/03/2025
Complaint: 23809771
I am rejecting this response because:
ifit has not provided a contact name, number, or email address to discuss the issue. When I contact customer service, they for 1 will not talk to me unless I have an ifit membership, which I cancelled when they weren't willing to help to begin with. Even after talking with them, the customer service group just tells me my 6 year old machine is obsolete. The only way this issue is going to be resolved is if ifit will provide the factory reset software/firmware that I can use to reset the Elite 5750 Model# ******* Once it's reset, I can remove it's WIFI connection so the ifit master server will stop corrupting it. I am familiar with the process of removing the console to access the *** port on the mainboard as I've had to do it numerous times over the last 6 years. I just don't have the thumb drive with the software anymore.
Sincerely,
***** *****Business Response
Date: 09/08/2025
Good Morning *****,
I appreciate you getting back to me on this!
Machines manufactured in 2018 were not designed with the capability to complete a factory reset. Because of this, there would not be an option to receive the instructions you are requesting as they do not exist.
I apologize for this inconvenience, and am happy to assist in other ways if you have further questions.Best,
iFit BBB
Customer Answer
Date: 09/10/2025
Complaint: 23809771
I am rejecting this response because:based on ifits response, I have disposed of this perfectly running machine that is only non functional due to their software bricking it, and replaced it with a competitors equivalent model. Furthermore, my business membership with BBB is due for renewal, and before I renew, I want to see how this compliant is closed out.
ifit should clearly be informing their customer base that when they spend thousands of dollars on their equipment, that they are only renting said equipment, and ifit can and will shut the equipment down at will for no other reason than to stimulate sales.
Sincerely,
***** *****Initial Complaint
Date:08/22/2025
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.
I was an iFit member under the $114/year individual plan. My membership expired on August 17, 2025. On August 21, 2025 the very first time I used my treadmill and discovered limited access I immediately called iFit to renew. At that point, I was told my prior plan was no longer available, and that I would have to enroll in the new $480/year plan.I never received renewal reminders because iFits system had incorrect email and phone information, despite my having updated my profile previously. I contacted support right away after realizing the lapse and explained my circumstances, including financial hardship due to caring for my 90-year-old mother. I was told too bad and that managers are not available by phone, only by email.This feels unfair. My lapse was only four days, and I attempted to renew immediately once I became aware of the issue. iFits failure to use my correct contact information further contributed to this situation.Desired Outcome:Reinstatement of my $114/year individual membership plan, or a comparable reasonable alternative, given the short lapse and iFits failure to properly notify me.Business Response
Date: 08/22/2025
Good Afternoon *****,
Thank you for reaching out with this request! I am very sorry for any stress that this situation may have caused.
As it stands, I would like to discuss our options with you further over the phone. Can you please provide a few dates and times in which you will be available next week?
I look forward to hearing back, and connecting with soon.
Best regards,
iFit BBB
Initial Complaint
Date:08/13/2025
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.
My husband is visually impaired and has been using our treadmill without issue for about a year. The company has updated the software and he now has to log in to use our treadmill. He cannot see to do this. Not sure why we can not go back to the previous way of using the treadmill. Apparently they do not have any visually impaired provisions available.Business Response
Date: 08/13/2025
*****,
Thank you for bringing your concerns to our attention!
I can understand how login requirements would be difficult for someone who is visually impaired, and for this I do apologize. While our equipment does require a login for use, once the login is completed this should not be required again for an extended period of time. Every few weeks-months just to confirm you are an authorized user. Is this not the case for your particular equipment? Please let me know.
Best regards,
iFit BBB
Initial Complaint
Date:08/11/2025
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.
Having wanting to cancel my membership subscription, I attempted to go online however there is no way to do so. Just trying to locate how to cancel was ambiguous and put you in a circle loop from either chatting with a bot or calling an toll free number only to be put on hold with a bot waiting endlessly for a live person that never came to the phone. Instead, the bot on hold continued to refer me to handle my "cancellation" matter online looping me into this never-ending situation. To this day, there is absolutely no way for me to cancel this and I'm not having to go through my credit card company to resolve these monthly charges that keep hitting my credit card. Doesn't the FCC have regulations to prevent such companies from essentially stealing from its customers as a result of such a hassles to cancel??? TERRIBLE CUSTOMER SERVICE!!!Business Response
Date: 08/11/2025
*****,
Thank you for reaching out with your concerns! I want to personally apologize for your poor experience. This is not the standard we strive for.
I have moved forward with setting your account to the free status. Additionally, I have issued a refund for the most recent renewal. The refund should hit your account within the next billing cycle, and your membership will not renew again in upcoming months.
Is there anything else I can assist you with? Please advise if so.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025
Complaint: 23729563
I am rejecting this response because:I would like to know how they intend to address the past several months of charges regarding my refund request. Respectfully, I have been billed for multiple months while attempting to cancel my account, only to ultimately resort to contacting the BBB—at which point the matter was finally initiated within four hours (Thank you!)
I am requesting a refund for the past three months and a clear explanation of how they plan to make their cancellation process more straightforward, so customers do not have to endure the same frustrating cycle I experienced.
Sincerely,
***** ******Business Response
Date: 08/12/2025
*****,
I have obliged your request and saw to refunding the last three months. This is a goodwill gesture, but further refunds will not be applicable!
We currently have multiple processes in place for membership cancellation. This includes cancellation via our website, via the mobile application, and/or request for cancellation over the phone or livechat. Refunds however cannot be requested anywhere aside from the phone/livechat as any refunds must undergo an appoval process.
I hope this answers your questions! Please let me know if I can assist further with anything else.
Best regards,
iFit BBB
Initial Complaint
Date:08/08/2025
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.
Dear NordicTrack,
I am writing to formally escalate an issue regarding my NordicTrack treadmill (Model NTL18432.2), which I purchased and have been experiencing significant problems with.
Despite contacting customer service many times the issue remains unresolved. The treadmill does not start properly without iFIT, and I am unable to use manual mode as expected. I must go through multiple screens just to start in manual mode. Nordictrack has taken advantage of its customers by trying to force them into a monthly membership through iFIT. There is no option of either turning it off or defaulting to manual mode. Instead your customer must either pay the monthly fee or spend 5 minutes going through all the screens trying to start in manual mode.
Given the time, effort, and investment I’ve put into this equipment, I’m extremely disappointed with the lack of support thus far. I am requesting immediate action to resolve the matter.
Please respond to this request within 5 business days before I consider exploring other escalation options including filing a complaint with the Better Business Bureau, state consumer protection agency, or sharing my experience publicly.
I look forward to your swift and professional resolution.
Sincerely,
***** *******
************Business Response
Date: 08/11/2025
*****,
Thank you for reaching out with your concerns!
First and foremost, I want to apologize. Our team is saddened to hear that the equipment is not meeting your expectations or preferences. This said, the machine is working in accordance with the design. Our units are engineered with iFit not only in mind, but at the forefront. While the machines can be used in a manual mode, the intended use is with our state of the art application which is inherently different than the use of the machine in a manual mode. All of this considered, there is no "fix", as the unit is functioning well within its intended purpose.
If you are interested, we would be happy to offer you some iFit time on us so you can personally experience using the machine in this intended way. Please let me know if you are interested!
Best regards,
iFit BBB
Initial Complaint
Date:08/08/2025
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.
In June we ordered a treadmill from Ifit and was informed it would take a month to be delivered. When the treadmill arrived there was a tare in the track so the delivery company had to box it back up and take it back. We were told it would be another month (August) before another treadmill could be delivered. We contacted Ifit and requested the delivery to be expedited but were dismissed quite rudely. I sent emails to their manager, ***** ********, requesting that she get in touch with me about this issue but she ignored them. The second delivery arrived but with the same issue. The track was torn again. It has been over two months and I have reached out numerous times to get in contact with ***** ******** but she refuses to take my calls or answer my emails. I am not the only customer that has been affected in this way. ****** is full of negative reviews about this company and specifically their customer service. How can a company this size be allowed to have such a lack of compassion for their customers? Why hasnt there been any repercussions towards this company with the numerous mishandling of products and the dismissal of customer care on such a large scale?Business Response
Date: 08/11/2025
Jac,
Thank you for reaching out, and bringing your concerns to our attention!
I am sorry that up to this point you have had a less than satisfactory experience. I spoke with management on our Billing and Returns team and they confirmed that an update was promised by tomorrow end of business day. As it stands ***** does not have a projected delivery date, this is because we must first determine when the machine will arrive at the local hub for pick-up. We are doing all we can to expedite this process for you.
The 20% credit, and 6 months of iFit time should have all taken affect, but if there is more I can assist with, please advise.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025
Complaint: 23719201
I am rejecting this response because: The machine has not even arrived yet. You will hear from me once the machine has arrived in working order. Should this third attempt arrive in the same broken condition that the other two machines arrived in you will hear another response from me asking what will be done to make this situation right. However, if this machine arrives as promised on Thursday, August 14th, then I will gladly close this issue. Thank you.
Sincerely,
*** ********Business Response
Date: 08/12/2025
I understand, Jac! Thank you.
Best,
iFit BBB
Initial Complaint
Date:08/07/2025
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 iFit Nordictrack X24 treadmill on April 22nd and it was delivered May 1. It has broken down on me twice. The first time, a technician came out on July 28 and replaced the drive motor and front rollers. The breakdown has since occurred again and it is getting progressively worse. I was unable to use my machine for a month while waiting on the repair date. The repair date was July 28 and now it is August 7 and I can't use it again. Nordictrack iFit wants to send another technician. I want a replacement/exchange as I am outside the 30-day window of a refund. They have not honored this request and I am beyond frustrated.Business Response
Date: 08/11/2025
Good Afternoon *****,
We greatly appreciate your outreach, and provision of your concerns!
I apologize that you have run into some issues so early on in ownership, I can certainly understand why this would be frustrating. As things stand we are requesting that you allow us to carry out the current repair. If this additional repair is unsuccesful we can then plausibly explore the option of issuing a replacement unit.
I will see that this is carried out as promptly as possible, and am happy to remain in contact until a solution is met for you.
Best regards,
iFit BBB
Customer Answer
Date: 08/11/2025
Complaint: 23714865
I am rejecting this response because: I have already spoken with multiple iFit customer service representatives and have been repeatedly rerouted, only to end up back at the beginning without progress. Based on this experience, I’ve learned not to accept or close any case until a clear action and resolution are provided.
I appreciate your acknowledgment of the issues I’m experiencing with this treadmill so early in its ownership. Despite having two parts replaced (the drive motor and front rollers), the treadmill remains non-functional. You insist on sending the same technician who was previously unable to resolve the issue. I specifically requested a different technician, but was informed that no alternatives are available in my area.
At this point, I am requesting a full replacement of my brand-new, defective treadmill.
Sincerely,
***** *******Business Response
Date: 08/13/2025
*****,
Thank you for your response!
Again, I want to apologize for the frustrations associated with your experience up to this point. I double checked and was able to confirm that you are correct, the original technician is the only one available to service your area. I understand his original attempt was unsuccessful, but where there is still high prospect for repair we would like to follow through once more on such efforts before looking into the option of a total replacement.
If again his second attempt is unsuccessful, I would be happy to personally assist with next steps. Thank you for understanding our position, and being willing to work through the proper steps!
Best,
iFit BBB
Customer Answer
Date: 08/14/2025
Complaint: 23714865
I am rejecting this response because and I will be keeping this Better Business Bureau complaint open, as it appears that the only consistent and reasonable communication I’m receiving from iFit is through this platform. The issue remains unresolved, and until it is fully addressed, this complaint will not be closed.
My interactions with iFit customer service have been frustrating. Representatives often encourage me to leave positive reviews about our conversations, but once I do, follow-up communication ceases entirely. I’ve experienced repeated instances of being ignored after leaving a review, which undermines trust in the process.
I’m also tired of having to retell my story to multiple representatives, only to be passed around without resolution. Most recently, a representative assured me she would follow up the next day—this was seven days ago, and I have yet to hear back. Despite sending five follow-up emails to her work address, I’ve received no response.
This pattern of neglect is consistent across my experiences with iFit. Based on this lack of follow-through, I no longer trust that direct communication with representatives will lead to resolution. Therefore, I will continue to use the Better Business Bureau as the primary channel for communication, as it is the only avenue through which I am receiving any response.
Sincerely,
***** *******Business Response
Date: 08/14/2025
*****,
No problem, I understand and am happy to remain in contact until your situation is fully addressed.
I see on the service order that the tech has contacted to reschedule, unfortunately however I do not see that a specific date has been selected.
Do you need my assistance with getting this scheduled? Please advise if so.
Best regards,
iFit BBB
Customer Answer
Date: 08/14/2025
Complaint: 23714865
I am rejecting this response because: It’s been five business days, and I have not heard from the technician to set up the appointment
Sincerely,
***** *******Business Response
Date: 08/15/2025
*****,
The tech added notes to the service order reflecting an outreach yesterday. Can you please check all of your inboxes to ensure that this was not missed?
Regardless, I have asked our service coordinators to request that the tech reach out again.
Thank you,
iFit BBB
Customer Answer
Date: 08/18/2025
Complaint: 23714865
I am rejecting this response because: I am waiting on a complete resolution. The technician did call and the earliest availability is August 27. This is the same technician as last time.
Sincerely,
***** *******Business Response
Date: 08/18/2025
Thank you, *****! More than happy to stay in touch until this is completed.
Best regards,
iFit BBB
Customer Answer
Date: 08/19/2025
Complaint: 23714865
I am rejecting this response because: I will keep the complaint open until resolved. Thank you!
Sincerely,
***** *******Initial Complaint
Date:08/05/2025
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 ordered a treadmill on 6/23/25 and I have had numerous issues with order, delivery, and shipping. The order is still not complete. The treadmill has been delivered and I have experiencing issues having the treadmill moved to the room I would like it assembled and then assembled. I paid for this service (White Glove Assembly). I have been getting the runaround and this is a major setback to my marathon training.Business Response
Date: 08/07/2025
*****,
Thank you for reaching out with your concerns! I apologize that this experience has been a frustrating one.
I spoke with our team over home delivery and they have confirmed that an order is already instated with a delivery crew to come move and assemble your unit. We show on our end that they are scheduled to come on Saturday, 8/16.
If this is not correct according to your records, please let me know!
Best regards,
iFit BBB
Customer Answer
Date: 08/07/2025
Complaint: 23702537
I am rejecting this response because: The delivery is not timely. I would like the treadmill that was delivered on 7/27 to be installed immediately. The installation date is 2 weeks from now. Furthermore, I have not been provided any compensation for poor customer service, the item has been ordered since 6/25. I never received any communication or follow up until nw
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.