ICON Health & Fitness (iFIT / NordicTrack / ProForm)

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 116 historical complaints about ICON Health & Fitness (iFIT / NordicTrack / ProForm), published between 2001 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Consumer ReportPublished Jun 21, 2013 · Historical consumer allegation
• Consumer ReportPublished May 28, 2013 · Historical consumer allegation
• Icon extended warrantyPublished Apr 17, 2013 · Historical consumer allegation
• Consumer ReportPublished Feb 27, 2013 · Historical consumer allegation
• Service after Sale - X9i TreadmillPublished Feb 19, 2013 · Historical consumer allegation
• Unknowledgeable representativePublished Feb 4, 2013 · Historical consumer allegation
• Customer service, product failure, false advertising, not what you pay foPublished Jan 19, 2013 · Historical consumer allegation
• NordicTrack Wasted money on a defective NordicTrack A.C.T. Elliptical, warranty, and inside delivery & assemblyPublished Jan 14, 2013 · Historical consumer allegation
• Iconfitness iFit does not produce the product that it sellsPublished Jan 12, 2013 · Historical consumer allegation
• Icon, NordicTrack, Proform Website RipoffPublished Jan 10, 2013 · Historical consumer allegation
• Terrible exercise bikePublished Jan 10, 2013 · Historical consumer allegation
• Parts breaking oftenPublished Dec 30, 2012 · Historical consumer allegation
• Took order, took money, created a ship label with UPS and didn't ship. They are liars and scam artistsPublished Dec 27, 2012 · Historical consumer allegation
• Customer servicePublished Nov 6, 2012 · Historical consumer allegation
• Poor ReparePublished Oct 16, 2012 · Historical consumer allegation
• Non-existent customer servicePublished Aug 10, 2012 · Historical consumer allegation
• Service TechPublished Jul 18, 2012 · Historical consumer allegation
• Do not Get It!Published Jun 4, 2012 · Historical consumer allegation
• Icon Health and Fitness, Inc. ProForm Equipment doesn't last and their Customer Service and Warranties are a joke!Published May 20, 2012 · Historical consumer allegation
• UTS Extended Warrantee Credit Card billed - no elliptical sentPublished Apr 30, 2012 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website (iFIT): https://www.ifit.com/
• Customer support (nordictrack.com support line; BBB-listed iFIT phone; CPSC recall contact): 833-680-4348
• NordicTrack brand site: https://www.nordictrack.com/
• iFIT membership billing and cancellation (Terms of Use §8): 866-608-1798

Locations

Your NordicTrack or ProForm broke, or iFIT keeps billing you -- what to do

Check for a recall first. The CPSC and iFIT have recalled three products since 2024. NordicTrack rowing machine model NTRW19147.0, .1, .2 or .3 (sold as the RW900, about $1,700, at Best Buy, Dick's Sporting Goods, Nebraska Furniture, ABT, nordictrack.com and Amazon from November 2018 through April 2022): the CPSC says its screen console "can overheat and ignite, posing a fire hazard" -- about 44,800 units (plus roughly 700 in Canada), eight reported incidents including two fires; remedy is a free repair. ProForm Rapid Strike 50 LB adjustable dumbbells (model PAMSDB20, sold 2021-2024, about 54,400 units) and NordicTrack 50 LB iSelect voice-controlled dumbbells (about 15,400 units): weight plates can dislodge during use (the CPSC cites 8 reports and 3 injuries for the ProForm set, 40 reports and 8 injuries for the iSelect set); remedy is a free repair for the ProForm set and a refund for the iSelect set. For any of the three, call iFIT's recall line at 833-680-4348 or check the CPSC recall pages.

Warranty and repair service. iFIT states "each product comes with its own specific warranty, which is described in the user's manual" -- there is no single published warranty length across all lines, so check your manual. Support for NordicTrack, ProForm and iFIT-branded equipment runs through 833-680-4348 or my.ifit.com (support.nordictrack.com redirects there). An extended service contract, where sold, is administered by Universal Technical Services (UTS), P.O. Box 447, Logan, UT 84323, 866-538-6117, whose labor and parts coverage begin only after the manufacturer's own labor and parts warranties, respectively, expire. The BBB's most recent complaint on file (filed September 11, 2026) describes a NordicTrack C1750 bought at Lowe's in November 2025 that was "dead on setup," with the complainant writing "iFit ... has sent three technicians none of whom have been able to leave me with a machine." Keep a written record of each visit.

Returns. iFIT's published terms for NordicTrack and ProForm purchases (ifit.com/legal/terms-nordictrack-proform) allow a return "within 30 days of your delivery date," with a "$249.99" return shipping charge and a refund "within 30 days of our receiving your returned product." The same page says "Delivery and assembly costs are non-refundable upon return," that restocking fees are waived under its 30-day home-trial offer, and that "Return shipping and a 10% restocking fee may apply" when a machine goes back to the warehouse after three failed delivery attempts. The 30-day window runs from delivery, not from when a defect appears.

Cancelling or disputing an iFIT membership. iFIT Train ($15/month, 1 user) and iFIT Pro ($39/month, up to 5 users) auto-renew until cancelled. Cancel any time at SETTINGS > MEMBERSHIP PLAN on my.ifit.com or by calling 866-608-1798; App Store/Google Play subscribers must cancel through that store instead. Cancelling stops future renewals but does not refund the period already paid for -- except that "iFIT annual membership fees are refundable only if canceled within thirty (30) days of the original purchase or the beginning of a trial period" (NordicTrack/ProForm terms); ifit.com/cancel opens the membership-plan settings page. Billing errors must be raised within 30 days of the charge via 866-608-1798 or my.ifit.com -- after that, the terms say iFIT "will not issue credits or refunds" except where the law requires it. If iFIT raises its price, cancel at least 24 hours before the next renewal to avoid the new fee.

Two class-action settlements, if your equipment is in scope. Barclay v. iFIT Health & Fitness (D. Minn.) covered NordicTrack/ProForm treadmill buyers November 22, 2015-January 15, 2020 over allegedly overstated horsepower; the claims deadline was June 12, 2025 and the final fairness hearing was August 25, 2025 -- this settlement is now closed to new claims. Balfour v. iFIT (D. Del.) covered iFIT equipment consoles bought on or before January 23, 2023 that the suit alleged a mandatory software update could fail; the settlement was approved and its claim-filing deadline, May 6, 2025, has passed (administrator Epiq, 1-855-604-1828) -- it too is closed to new claims. A settlement resolves a dispute -- it is not a court finding that the allegations were true.

If you can't resolve it directly. iFIT's terms route most disputes to individual, binding arbitration rather than court or a class action, but Section 22 says users may opt out by sending the specified certified-mail notice within 30 days of first accepting the terms (review the current terms, or get legal advice, on its effect). The terms also cap iFIT's total liability for any claim at "the greater of $100 or the amount paid ... in the 12 months preceding" the claim.

What complaints about ICON Health & Fitness / iFIT describe

USAComplaints has 116 historical complaint posts that editors matched to this company and its brands, filed between 2000 and 2013 (peak years 2009-2012, with 14-19 posts each). By brand named in the complaint: NordicTrack 63, ProForm 16, Weslo 8, HealthRider 5, iFIT 1, FreeMotion 1, Universal Technical Services (the warranty/service arm) 1, plus 21 more naming ICON Health & Fitness generically or under a licensed name such as Reebok or Gold's Gym equipment ICON manufactured. Where a retailer was named, Sears appears most often (27 complaints), followed by direct purchases from the company (4), Costco (2) and Walmart (1); most posts (82) named no retailer from that set or named one outside it (a few cite Home Depot or Sports Authority). By theme (a complaint can carry more than one): warranty or repair-service delay (62), defective equipment (44), delivery problems (37), customer service unreachable (34), parts that never arrived (6), refund/return problems (4), safety or injury (4), and iFIT subscription billing (3).

Representative examples: a 2004 complaint said a NordicTrack TRL625 recumbent cycle bought at Sears required an external power source despite the manual's claim that it needed none, and that the company's repair pricing was inflated; a 2008 complaint said Universal Technical Services took roughly two months to act on an extended-warranty repair claim for a NordicTrack Audiostrider 990 bought at Sears; a 2013 complaint said a ProForm Pro 2500 treadmill was bought specifically for its built-in iFIT feature (a $500 add-on) that the complainant said never worked, despite contacting iFIT support. A 2011 complaint described a Gold's Gym 480 treadmill (manufactured by ICON under license, bought from Walmart.com) developing belt problems within the first month of ownership, with the complainant saying both Walmart and ICON declined to stand behind the product.

These are separate from, and not combined with, the Better Business Bureau's and Trustpilot's own figures. The BBB lists 803 complaints against "iFIT" in the last three years, 213 of them in the last 12 months, alongside a 1.08-out-of-5 average from 172 customer reviews; its most recent complaint on file, from September 2026, describes a NordicTrack C1750 treadmill that was "dead on setup" at delivery and went through three unsuccessful technician visits. Trustpilot shows three separate scores that the company has not consolidated into one: 2.7 out of 5 (2,105 reviews) for nordictrack.com, 1.9 out of 5 (425 reviews) for proform.com, and 1.8 out of 5 (1,588 reviews) for ifit.com.

Is ICON Health & Fitness (iFIT / NordicTrack / ProForm) Legitimate?

ICON Health & Fitness / iFIT Inc. is a real, long-operating company, not a fabricated identity. Its own SEC Form S-1 traces the business to Weslo, Inc., founded in 1977, consolidated under the ICON Health & Fitness name after a 1994 sale to Bain Capital, and renamed iFIT Inc. in August 2021 (its parent, iFIT Health & Fitness Inc, was renamed the same year from HF Holdings, Inc.). The company filed to go public on Nasdaq under the ticker "IFIT" in August 2021, seeking to raise $600 million, then postponed the offering in October 2021 and formally withdrew its registration statement in April 2022, telling the SEC it "determined not to pursue the contemplated offering at this time." Utah news coverage from that period reported the company going through multiple rounds of layoffs, including a roughly 20% global staff reduction reported in November 2022, which the company attributed to supply-chain issues and reduced post-pandemic demand.

The company's safety record includes CPSC recalls going back decades, from a 1997 exercise-machine recall to three recalls in 2024-2025 covering a NordicTrack rowing machine (fire hazard) and two lines of adjustable dumbbells (weight plates dislodging). It has also faced product-liability and class-action litigation. Two federal class actions reached settlements: Barclay v. iFIT Health & Fitness (D. Minn., 0:19-cv-02970, filed November 22, 2019), alleging misrepresented treadmill horsepower, had its claims-filing deadline close June 12, 2025 and its final fairness hearing held August 25, 2025, with the docket terminated October 27, 2025; and Balfour v. iFIT Health and Fitness (D. Del., 1:23-cv-00067, filed January 20, 2023), alleging a mandatory software update could fail equipment touchscreen consoles, was terminated December 2, 2024 with a settlement approved. Neither settlement includes an admission that the underlying allegations were true -- a settlement resolves a dispute, it is not a court finding.

Several other suits remain unresolved or were separately closed. Nolan v. iFIT Inc. (W.D. Okla., 5:25-cv-01252), a product-liability suit naming iFIT and Walmart as defendants, was removed to federal court October 22, 2025 and remains open. Similar product-liability suits were filed against iFIT in 2025 in Sher v. iFit Health and Fitness (E.D.N.Y., removed July 28, 2025 as 2:25-cv-04172, closed August 27, 2025, then removed again November 21, 2025 as 2:25-cv-06473) and Montague v. iFit (M.D. Fla. 5:25-cv-00709, November 2025) -- captioned here only, since their substance was not reviewed. A separate matter, In re Town & Country Life Insurance d/b/a Samera Health and iFit Data Breach Litigation (D. Utah, 2:25-cv-00978), was filed October 30, 2025 naming iFIT as a co-defendant; the plaintiffs voluntarily dismissed it on March 27, 2026 and the case closed March 30, 2026 -- a voluntary dismissal, again, is not a finding on the merits either way. News reports in May 2022 said iFIT and Peloton settled all pending patent litigation between them, with terms undisclosed. No FTC or state Attorney General enforcement action against ICON Health & Fitness, Inc. or iFIT Inc. was found in the sources checked for this page -- that absence is not proof of a clean record, only that none turned up in what was searched. (A distinct 1996 FTC settlement over deceptive weight-loss advertising involved "NordicTrack, Inc." under its then-owner, CML Group -- before the NordicTrack brand became part of ICON, and it does not describe the company that operates as iFIT/ICON today.)

ICON Health & Fitness / iFIT overview

iFIT Inc. -- formerly ICON Health & Fitness, Inc., and before that traced back to Weslo, Inc., founded in Logan, Utah in 1977 -- is headquartered at 1500 South 1000 West, Logan, UT 84321. Its parent entity, iFIT Health & Fitness Inc (formerly HF Holdings, Inc.), filed for a Nasdaq IPO in 2021 under the ticker "IFIT" before withdrawing it in April 2022. The company designs, manufactures and sells home fitness equipment under the NordicTrack, ProForm, FreeMotion, Weslo and HealthRider brands (also historically Weider- and Gold's Gym-licensed models), sold both directly through ifit.com, nordictrack.com, proform.com and workoutwarehouse.com and through retailers (the 2024–2025 recall notices list Best Buy, Dick's Sporting Goods, Amazon, Walmart.com and Lowe's; older complaints on this site most often name Sears). Its iFIT subscription service streams workouts to compatible equipment and to phones and tablets under two tiers: iFIT Train at $15/month (1 user) and iFIT Pro (for touchscreen-equipped equipment) at $39/month (up to 5 users), both auto-renewing until cancelled. Customer support runs through 833-680-4348 (the number on nordictrack.com, on the BBB's iFIT listing and in the CPSC recall notices); iFIT membership billing and cancellation runs through 866-608-1798 or my.ifit.com; an extended service contract, where purchased, is administered separately by Universal Technical Services. Kevin Duffy, previously CEO of audio company Sound United, has led iFIT as CEO since October 2022.

Court & Public Records

Company Relationships

• Subsidiary of: iFIT Health & Fitness Inc (formerly HF Holdings, Inc.)

Frequently Asked Questions