Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

The 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:03/14/2025

  Type:Delivery Issues
  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 am filing a complaint against NordicTrack/iFIT #Order NO. NTUS331781 We are affected ********** by wildfires. My wife mistakenly a place a order without my knowledge next day we realize and right away call and cancel these orders item never shipped and never received as a one time courtesy we like to get all related fees waived $4885.76 because item never shipped and we never received the items technically is canceled order we like to be satisfied as a memorable experience with this company so in near future we can come back and place a new order when our home is ready Kind regards BBB

  

  Business Response

  Date: 03/17/2025

  Hi ****, 

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

  On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. 
  
  The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at  at ************************************************************
   
  The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  Thank you
  
  

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  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 bought an X32i treadmill and part of the welding snapped. It was originally replaced by the company. Nearly one year later the support frame completely broke while running on it. The company says there is nothing they can do to fix this issue. Not only is this a safety concern, but it an issue of principle. We were not utilizing the treadmill in any other way than its intent. There is no way to fix the frame via outside vendor - we have tried. The response from this company was to purchase another treadmill. We spent almost $5,000 on this treadmill and it is unusable.

  

  Business Response

  Date: 03/10/2025

  Hi ********, 

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

  After reviewing your account it does not appear that we have any photos of the damage, please provide photos of the damage area along with one of your full machine so we can better assist you. 

  Thank you 

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  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.

  Our ifit membership was originally activated when we bought a Nordic Track stationary bike. Our credit card is on file and our membership automatically renewed. When I received notice of this $423.72 charge I attempted over ten times to cancel, request a full refund and delete my credit card and account. We no longer use our Nordic Track. I have contacted them on: 1/27/25, 2/9/25 Case ******** was opened.On Feb 14 I received an email from ifit support labeled refund ref:!00Dj00JnBt.!500Hq01kNNJ1:ref asking to verify my email and asked if I would like to get text updates. I responded that ********************* was correct.March 4 I received an offer for a lower price package. I responded March 5 that I wanted a full refund by March 10 or I was contacting the BBB. No response On a separate ticket number this happened:On Feb 27 Ref:!00Dj00JnBt.!500Hq01l8V5S:ref email was sent asking if they could offer us a deal. Feb 28 I responded no that I wanted a full refund because we dont use.March 5 I emailed again and said if I dont have a refund by March 10 I was contacting the BBB March 6 ifit support with this open ticket said it looks like we have already been assisted.March 6 I responded how have they assisted?I am getting the run around. There is no where on their website that you can cancel your membership or delete your credit card information. This is horrible service, very expensive and extremely hard to cancel,

  

  Business Response

  Date: 03/10/2025

  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 account, I was able to go ahead ad issue you a refund. A full refund has bee processed please allow 3-5 business days for the funds to appear in your account. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23034162
  
  Thank you for issuing the full refund.
  I am rejecting this response because:
  On your website it still shows that we have an active membership until January 2026 and you still have my credit card information. 
  Please confirm my membership has been cancelled and please delete my credit card. I dont want to go thru this again next January.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/11/2025

  Hi *****, it will take a moment to deactivate once a refund has been made. I've erased your payment method off your account

  Customer Answer

  Date: 03/14/2025

   
  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.
  Thank you for your help and swift action.

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

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  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 and received Nordictrack treadmill 2450 On Jan 8th, 2025. So far my family and I haven't been able to use this $3,000 treadmill due to safety concerns as it stop abruptly doing a jog or running. I have been able to use it 3 times before it started having issues. It has become a safety issue as anyone can trip or fall while exercise. I reach out to customer service they indeed send out a tech. The tech stated the belt and a few parts needed to be replaced. Keep in mind i only have had this machine for a few weeks before when it started having issues. I was still on under a month when i reach out on February 7th to return the machine. As nordic doesnt want to lose money they instead send out a tech. then send him out to install the new parts on Feb 21st. He installed the new parts still had the same issue. I have contacted customer service they just go around trying to send out techs to look at the machine. I have at least requested to get the restocking fee waive I'll pay the return fee at this point. They aren't being very helpful even with that request. There is alot of complaints regarding this machine on reddit that it keeps breaking down and they are having issues with the product and customer service.

  

  Business Response

  Date: 03/07/2025

  Hi ****, 

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

  After reviewing your account and account history, the tech states that the machine was working to manufacturer's specs upon leaving. We are sorry this issue has retured, however I do need to few more questions answered so that we can issue you a refund with out fee's applicable. Could you please attach a video of the controller lights? also if the console freezes or if it's just the belt that stops. 

  Thank you, we hope to hear from you soon. 

  Thank you 

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  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 am filing a complaint against NordicTrack/iFIT for failing to honor their 10-year frame warranty on my NordicTrack Commercial X32i Incline Trainer (Model ********). Transaction Details: Purchase Date: December 10, 2022 Delivered On: December 20, 2022 Retailer: Best Buy (Order #: ******************) Total Paid: $3,194.78 Nature of the Dispute: The treadmill’s structural Base has broken, but NordicTrack refuses to cover it under the 10-year Frame warranty, claiming it is not part of the Frame. Why This Denial is Unfair: The Base is a structural component—it supports the Uprights and entire treadmill frame. The broken part is welded and not a separate part of the frame. Nowhere in the warranty does NordicTrack exclude the Base from the Frame warranty. No written proof has been provided to confirm this exclusion. Other brands include the Base as part of the Frame warranty, making NordicTrack’s stance deceptive. The rep tried to tell me that the part that was broken was part 78 and 75 at first and that's why the claim was denied. While those parts did come off as a result of the base/frame breaking, it what not the issue. They then put me on hold to talk to a supervisor and came up with a new reason for the denial claiming it was the base and not part of the frame. Other consumers have reported the same issue with part # 74 (base) breaking where the axle connects creating an immediate safety hazard and potential issue with recalls considering this is a common occurrence. They referred me to the BBB since they encountered the same problem on the same treadmill model. Attempts to Resolve: I contacted NordicTrack, but they denied coverage and refused to provide written proof that the Base is excluded. Resolution Requested: NordicTrack must honor its 10-year Frame warranty and replace the Base. If they refuse, they must provide an official written policy excluding the Base from coverage. I appreciate your help in resolving this matter.

  

  Business Response

  Date: 02/28/2025

  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 you have been through this, after looking at your case and the photos submitted, we ask that we receive one more photo so that we can see the whole machine. Please provide a photo of the full machine so we can see the deck. Once we get the requested photo we are happy to look into what options we have available to get this resolved for you. 

  We look forward to hearing from you. 

  Thank you 

  

  Business Response

  Date: 03/04/2025

  Hi *****, 

  Thank you, we've submitted that request. Your order number is ***********. Once the base has shipped you will be notified via emaiil with the tracking info. Please let us know if you have any further questions. 

  Thank you

  Customer Answer

  Date: 03/04/2025

  
  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:02/27/2025

  Type:Service or Repair Issues
  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 an elliptical from Nordictrack and iFit on June 30th, 2024. Ever since receiving the machine the console displays extremely slow loading speeds, that just continue to worsen with time. I contacted customer service for ********************** to get help replacing the console starting February 12th 2025, and have performed all of their troubleshooting and methods to try and remedy the problem with no results. Everytime I ask for help getting a replacement console, they deflect blame onto my **************** provider. Even though I upgraded my modem, router and wi fi extender, the problem with the elliptical remains. I would like help in getting them to either repair or replace the current console that doesn't function or replace the elliptical. I paid a large sum of money for a piece of equipment that doesn't work properly and that is still under warranty with them. I am being refused a real solution. They continuously refuse service and repeat the same useless instructions rather than fix the problem at hand.

  

  Business Response

  Date: 02/28/2025

  Hi ****,

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

  After reviewing your account we have gone ahead and ordered you a new console. Your order number is ICS10008936 please allow 7-10 business days for shipping. 

  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 Answer

  Date: 03/01/2025

   
  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:02/25/2025

  Type:Product Issues
  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.

  Problem Description: On September 30th, 2023, I purchased a pair of iSelect Smart Dumbbells from a retailer called Northern Fitness (Order Number: *****). Due to a recall on these smart dumbbells, I followed the instructions provided by iFit and returned the product on May 4th, 2024, as requested. iFit informed me that I would receive a refund by check through the mail after returning the dumbbells. However, as of today, February 25th, 2025, I have not received the promised refund. Despite multiple attempts to resolve this issue directly with iFit, including reaching out for updates, I have not received my refund or any confirmation of when it will be sent. Nature of the Dispute: I am disputing iFit’s failure to fulfill their commitment to provide a refund for the recalled product. This is not about buyer’s remorse or any pricing issues. I am simply seeking the refund that was promised to me. Resolution Sought: I would like iFit to honor their promise and provide me with the refund for the returned iSelect Smart Dumbbells as soon as possible.

  

  Business Response

  Date: 02/26/2025

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your refund. 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 looking into your case, we can confirm that as of 2/10 you have been reissued a refund due to a error on our end. Our accounts payable is diligently working on this to get it out to you as soon as possible. We apologize for all you have been through. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

  

  Business Response

  Date: 02/26/2025

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your refund. 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 looking into your case, we can confirm that as of 2/10 you have been reissued a refund due to a error on our end. Our accounts payable is diligently working on this to get it out to you as soon as possible. We apologize for all you have been through. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

  

  Business Response

  Date: 02/28/2025

  Hi ******, 

  We are happy to keep this open until you get confirmation. Thank you 

  

  Business Response

  Date: 02/28/2025

  Hi ******, 

  We are happy to keep this open until you get confirmation. Thank you 

  Customer Answer

  Date: 03/07/2025

  
  Better Business Bureau:
  
  I have received the cheque in the mail today, and I consider this matter resolved. Thank you to the BBB for facilitating the process.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/07/2025

  
  Better Business Bureau:
  
  I have received the cheque in the mail today, and I consider this matter resolved. Thank you to the BBB for facilitating the process.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  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 an iFit treadmill 2 years ago and pay a monthly subscription to the program. The treadmill worked great, then approximately 4 weeks ago, the iFit program automatically updated the software to the 2.0 version. Since then, the screen just spools and we are not able to operate the machine. This is not due to user error. The update was done by iFit, not by us, and now the console does not work. I tried multiple times to get assistance in troubleshooting. On a call today, they had me use a paperclip to hit the reset button. I kept telling the agent that the paperclip is just going in the console and there is no button or resistance. She said keep pushing it further. I told her if I do that, the paperclip will fall into the body of the console. She assured me it wouldn't and to keep doing it. I did and the paperclip went all the way through and now is inside the computer console. The agent kept telling me since the machine is out of warranty, there is nothing I can do but buy a new console. I talked to a supervisor and they said the same. But the reason the console does not work has to do with iFit and their update, not anything we did or didn't do. It is horrible business and wrong to have a machine that costs thousands of dollars and requires a monthly subscription to break due to the company's program, then ask the customer to spend another $700 for a new product? I feel like this is a scam. I googled and it looks like there have been lawsuits for similar software issues. I just want to use my machine again. I don't want to keep paying for something that I don't trust won't break again in a year.

  

  Business Response

  Date: 02/26/2025

  Hi ****** 

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

  After reviewing your account we have gone ahead and issued you a replacement console. Your order number is ***********. Please allow 7-10 business days for processing and shipping. 

  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

  Date:02/24/2025

  Type:Service or Repair Issues
  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.

  Purchased Nordic Track x22i treadmill on July 15,2021 order ********* Product ***********. Also bought extended service plan Agreement ******** First bad interaction was delivery. The delivery man ripped me off and suggested $200 cash payment for setup. Now ongoing defective product - constantly breaks , needs recalibration daily, elevation goes down when pressing up, fan doesn’t work and active adjustment to heart rate defective. I’ve called both ifit and service center for help and no response. I have been ripped off and need a non defective product or refund.

  

  Business Response

  Date: 02/25/2025

  Hi *******, 

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

  After looking into your case, it does appear that parts and service have been arraged for your machine. We need to allow the tech to inspect your machine and install the parts ordered. If you are still experiencing issue upon completetion please let us know so we can look further into this for you. 

  Thank you 

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  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.

  Unauthorized charge of a credit card. Service for subscription terminated by me, the consumer, IFIT continues to charge card. Discover Card recommended I file a complaint. Case #******** with IFIT

  

  Business Response

  Date: 02/24/2025

  Hello *****,

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

  We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved.The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled. This will take 120 days before the refund may be processed. 
  
  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