Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,473 total complaints in the last 3 years.
- 254 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:05/10/2022
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.
Rowing machine was delivered by two gentleman who were smoking weed in my home as they installed the machine. Then, the machine did not work. The installation guys refused to take it with them. So then I started calling Customer Support every day to return it or get it fixed. No one answers and you stay on hold for hours. It took me 2 months to get ahold of a human being on the phone. Once I did, they confirmed on a 3-hr call that the machine was broken and had been broken since the day it was delivered - but refused to let me return the defective machine - saying I was past the 30-day policy. I was past the 30 days because it took me 60-days to get through to Customer Support! Their customer support is impossible to contact and once you do contact them, they are incredibly rude. All I want is a refund for a machine that they admit was defective from the day it arrived. Please just come pick up your machine and let me move on - I've spend 30+ hours on the phone trying to resolve this.
Business Response
Date: 05/12/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy has expired as we did not hear from you regarding a refund or return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.
The return policy states: "You can return your NordicTrack product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the NordicTrack product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
If you are still experiencing any issues with your machine, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue. Please reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 05/16/2022
Complaint: ********
I am rejecting this response because:I contacted you well before May 10th. I told the people who delivered the machine that it was not working. I also called multiple times in the 30-day window and was unable to get ahold of anyone. I have records to prove that and your Customer Support team acknowledged that.
I also spoke to parts & service 2x for over 3 hours and they have not resolved the issue. The machine was broken when it arrived and is still broken.
I would like to refund the machine as it does not work and your team has been unable to fix it since it arrived broken.
Sincerely,
********* *******
Business Response
Date: 05/17/2022
Hello,
Thank you for reaching back out.
We appreciate you taking the time to work with us on this.
Unfortunately, as previously stated both via BBB and from our Billing team directly, we are not able to offer a return on this machine.
We are more than happy to have parts and service sent out for you if we can have you troubleshoot with us. We can do that here, over Social Media messaging, or by calling directly at ************ (****)
Thank you.
Initial Complaint
Date:05/10/2022
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 purchased a NordicTrack Bike (NORDICTRACK COMMERCIAL S22i NTEX02121K1F) end of September 2021. Having awful quality issues with the company that are summarized below: Bike 1 - pedals had resistance/scraping against something internal. Screen welded crooked + Nordic resolution: send replacement bike Bike 2- pedals came feel off, couldn't be reattached. Screen welded crooked + Nordic resolution: send replacement bike Bike 3- Screen still welded crooked but not as bad. After 3-4 months the screen broke. Went black. + Nordic resolution: Mailed new screen and had technician replace screen. Threw out old screen Bike 3 issue 2- Less than a month after screen replacement, fan on screen breaks and bike stops auto adjusting with workouts The customer service has been fine. They are responsive and send replacements, but at this point I have absolutely no faith in their product and what they are selling to customers. 4 issues in 6 months. NordicTrack should take a serious look at their product and quality assurance process. They are also saying that I am passed the point of refund because the initial purchase falls outside their refund policy. At this point I have spent hours dealing with this faulty product either with their customer support or coordinating replacement services. Lastly, throwing out these bike parts is terrible for the environment. They didn't even retrieve the faulty screen to diagnose or repair. Right into the trash.Business Response
Date: 05/10/2022
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 11/15/2021. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible.
The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
In looking into your account, we can see you contacted our member services department regarding issues with your machine on 414/2021 and a console was sent. We also noticed an email was sent regarding your issue with the fan and auto adjustments during workouts.
We are happy to help diagnose your machine and determine what parts are needed to resolve this issue. If you do wish to continue with us, please explain the issues you are experiencing with your machine in as much detail as possible, and include any photos or videos of the issue as well. Please also double check all wiring is secure and without any damage.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 05/16/2022
Complaint: ********
I am rejecting this response because: EXACT SAME RESPONSE EVERY TIME. DOES NOT ADDRESS THE ACTUAL CONCERN I AM RAISING
Sincerely,
******** *****Business Response
Date: 05/17/2022
Hello,
Thank you for reaching back out.
We appreciate your time in working with us, and we apologize for all the issues you have had.
Unfortunately, as previously stated, we are not able to offer a refund, replacement, or compensation at this time as again, you are outside of the return policy window.
That being said, we are more than happy to help you get this issue fixed, we just need to have you do some troubleshooting with us first. We can do that here over BBB, over Social Media channels, or by calling directly at ************ (****)
Thank you.
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