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

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:12/29/2024

  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 a treadmill from Nordictrack online and when my treadmill stoped working i called for service for and they told me i was out of warranty and i needed a technician to come to my home to see the issue and it would cost me $159 which i paid and the technician came out and looked at the treadmill he told me there is a part that needs to be replaced and to give him a week to send his report to the company and i can call Nordtrack customer service to get the cost of the part and set up another appt to replace it. The tech came in July of 2024 and i have called 5 times since then to try to order the part and get the my treadmill fixed so i can use it and i have been unsuccessful. Every time i called i get an agent that tells me they need a picture of the part or damage which there is no damage to my machine and the part is inside of it so there is no way for my to get them a picture or video. They keep telling me they cant tell which part it is with no picture or video. I have asked several time for them to look at the tech report and tell me what the notes say as far as the needed part. They either tell me the part is not in the notes or they don't have any visit information or notes from the technician. I asked them to send another tech so they can figure out the issue and i have been told i would have to pay for another visit. I explained i already paid once for a technician to come out for this issue an they don't seem to get it or care. I told the last agent i spoke with then i would like a refund for the $159 i paid since it was paid for nothing since my treadmill is still broken and now i have no information on my part. I was told this is the parts department and there is nothing then can do. I asked to be transferred to customer service and they wont do it. I have tried to call several times with no luck. This department i keep getting is an out of the country location and they agents have a hard time understanding my concern or offer a solution.

  

  Business Response

  Date: 12/31/2024

  Hi Summer, 

  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 service order it does appear that a new console is the part needing to be replaced. A new console is $451.35 and we would be able to offer a 20% discount on that part for you. If you would like to move forward we would be happy to send you a payment link via email or you may also order it on our website at *******************. The part number needed is 403166. 

  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: 12/31/2024

   
  Complaint: 22732211
  
  I am rejecting this response because i was not provided with direct contact name, or phone number on how i can reach out to you directly to order the part with the 20% discount. I would also like to schedule a technician to install it as i don't know how to do that and will need a tech to do it please. Is that something you can assist with ? 
  
  Sincerely,
  
  Summer Hanoush

  

  Business Response

  Date: 12/31/2024

  Hi Summer, 

  I've sent you an email from our **************************************** to send you the link. Please let me know when a good time to send the link will be. It will expire after 30 mins. We are closed on 1/1/25 but will reopen on 1/2/25. 

  Thank you 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22732211
  
  I am rejecting this response because i need to schedule a time to get this resolved. Having a ************************************** to check without a scheduled time. Can we schedule a time for maybe tomorrow at 9:30 am EST for you to send that email please? 
  

  Also as far as the $159 service fee is there a possible discount that can be applied towards that? As i have already paid that amount once and nothing was fixed at that time due to a new part being needed. I have been trying to fix my treadmill since July. Anything you can do to help is appreciated. 
  
  Sincerely,
  
  Summer Hanoush

  

  Business Response

  Date: 01/07/2025

  Hi Summer, 

  Yes, I will send the email tomorrow 1/8/2025 at 9:30 am MST. Thank you 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22732211
  
  I am rejecting this response because i did not get an email today 1/8 at 9:30 MST . 
  

  is there another day and time we can do this or can you please send me your direct number or email so we can take resolve this issue? 
  
  Sincerely,
  
  Summer Hanoush

  

  Business Response

  Date: 01/09/2025

  Summer, 
  We apologize for all you have been through I've gone ahead and issued you a one time courtesy console. Your order number is ICS9983008. Please allow 7-10 business days for shipping. Thank you
  

  Customer Answer

  Date: 01/09/2025

   
  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! 
  
  Sincerely,
  
  Summer Hanoush

• Initial Complaint

  Date:12/28/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/27/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/27/2024

  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.

  On 8/31/2024 I reached out to iFit about memberships. They had recently announced that additional features would be added such as Netflix. When I spoke with them I was told you had to upgrade to a Family Pro membership to get them. I advised that I had a s22i bike and was planning to replace it with a used x32i treadmill from a private seller. I was told both would receive the update and agreed to upgrade to a 3 year plan. I reached out again before purchasing a used x32i and was told it would get the update. I then purchased it and weeks after no update was provided reached out again. I was first asked for the exact model and was again told it would receive the update in the next few weeks. The next time I reached out I was told my machine would not get the update but I could purchase a new treadmill for over $3k. I would have never upgraded my membership plan or purchased the treadmill if I had known I wouldn't get the update. Instead iFit lied or gave me incorrect information and then at best offered me a new machine for $3k, which also has a smaller screen. I don't mind paying something to get new equipment but it should definitely be a few hundred at most. Even with that the smaller screen size is a huge disadvantage over the existing machine. Due to their initial responses I essentially purchased a machine that they planned to phase out weeks later. At the time of purchase my machine (x32i) was also still available on their website with no mention of it not getting the new updates.

  

  Business Response

  Date: 12/30/2024

  Hi Tom, 

  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 confusion around the update. We are happy to confirm the infomation you have been given with our developers to 100%. Can you please send us a photo of the UUID in your machine settings? This will help us out. 

  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: 02/03/2025

  
  
  Complaint: ********
  
  
  
  I am available most of the rest of today and tomorrow. Please try calling whenever you can and if for some reason I'm not able to answer if you can leave a message I will call back shortly. 
  
  
  

  

  Business Response

  Date: 02/04/2025

  Thank you 

• Initial Complaint

  Date:12/27/2024

  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.

  Bought item on 11/29. Delivered on 12/13. Paid for white glove delivery and wasn't assembled properly (belt). Powered machine on and was stuck on initial set up screen of timezone and had to hard reset x5 to even get working. Sent email on 12/13. No response by 12/20 so called. Waited on hold for 1 hour. Got through and set up for parts &services to come address in next 5-10 business days. Asked for refund of delivery and assembly since wasn't assembled correct. Tech came out 12/23 and fixed belt and said it's because uneven surface and recommended moving equipment. Did recommendation that night and machine got stuck on incline 8 unable to come down. Had to turn off/on and reset machine 8x to get buttons to start working again (smart sense buttons not physical ones). 12/26 attemtped using and after 9:58 belt shifted entirely off of track to opposite side this time. After hours so called 12/27, initial hold time 55 minutes to speak to agent who offered no solution so spoke with manager Lucilla. Company not abiding by " full refund if defective" and wanting me to pay %5 of machine plus $250+tax of freight. Told them unacceptable. Their solution is for customer to spend more time "troubleshooting". Request for full refund/return with no cost to customer given defective machine

  

  Business Response

  Date: 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 looking into your account we can confirm that the machine is not being used as stated by the manufacturer's specs. The tech has confirmed that you were informed that the machine needs to be moved to a completely leveled surface otherwise the problem will continue. 

  The fees you are being quoted abide by the return policy. You can read more about the return policy at  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
  
  
  
  

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I’ve asked repeatedly for another technician to come out as we moved the machine per the initial tech’s recommendation and the belt still slipped after 9:58 of use. That had been ignored. Still requesting full refund given defunct machine. 
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 12/31/2024

  Hi *****, 

  We apologize, we do not see a request for another technician, we would be happy to send one out now that the machine has been moved. You new service order is ********** please allow 3-5 business days for the tech to reach out to you for scheduling. 

  Thank you 

  Customer Answer

  Date: 01/07/2025

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

  Technician came and proved machine was level after we had moved it immediately following first incident, so machine was level when belt slipped this second time at 9:58 of use.

  Still requesting FULL refund and no charge to return machine as <30 days. Also need assistance on full return of extended warranty we bought as also < 30 days  

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

  

  Business Response

  Date: 01/08/2025

  Hi *****, 

  After looking into the tech notes from your last visit, he has confirmed that the machine was up to manufacturer specifications. We would be happy to look further into this but would need video documentation of the belt shifting otherwise you will be charged the fee's assoicated with the return. 

  Thank you

• Initial Complaint

  Date:12/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/24/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 

• Initial Complaint

  Date:12/23/2024

  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.

  Bought a treadmill for 999.99 3 years ago, just finished paying off the credit card for this, received a letter in mail to buy membership or product support may discontinue after sometime, i discarded this paper thinking I can still run the treadmill in manual mode. then 1 day the product stops in blank screen and unable to run at al, called ifit for support, they asked me to run a few steps and techs jumped to conclusion that the console is not working and need to replaced, to me it appears to be a software issue, this clearly seems to be scam and has affected many customers across the country. The techs do not want to investigate the issue and want customers to pay for console. The rest of the treadmill does not have any issue with motors or belt. They should at least have the ability to run the treadmill without the software but are not willing to share with customers.

  

  Business Response

  Date: 12/26/2024

  Hello, ******, 

  Thank you for taking the time to address the issues you have encountered with your (machine name). 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. 
  

  Thank you for giving us as much detail as you could, this is very helpful, one question I do have is can you confirm if you have a blue bluetooth light that is lit on your console? also can you please confirm that you have lights on your controller board and there is a green light on your power adapter? 

  Thank you 

  Customer Answer

  Date: 12/27/2024

  
  
  Complaint: ********
  
  
  I do not think the lights hold true to this device, there never was a light on bluetooth option to begin with. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 12/30/2024

  Hi ******, 

  Thank you for confirming, please inspect the wiring in the back of the console to ensure that its not damaged and securely in place. 

  Thank you 

  Customer Answer

  Date: 12/30/2024

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

  wiring looks good, the console has power and everything, the incline goes up and down and responds to the controller panel, its just the speed controller that does not respond d and the tablet. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 12/31/2024

  Hi ******,

  Could you send me a video of the issue to **********************? this will help me better see whats going on. please make sure you put your claim number in the subject line. 

  Thank you 

• Initial Complaint

  Date:12/18/2024

  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.

  Order Number: *********, Ceva Tracking Number: C86635126 On 11/05/2024, I ordered a treadmill from iFit. The following day, a salesperson called to sell me an extended warranty and offered to include a free heart monitor, which I accepted.I initially expected my treadmill to ship within a reasonable timeframe, but by late November, I had received no updates. I called customer service and waited on hold for over an hour, only to be told there was an issue with how my financing had been submitted. They assured me it was resolved and that my order would ship soon.The following week, I called multiple times, often sitting on hold for extended periods, with no clear answers. Finally, after four calls, I reached someone in Billing who informed me that my financing was short by $20, and this was why my order had been held for over a month. I was never contacted about this issue and only learned of it after repeated follow-ups.After resolving the $20 payment, I was told on 12/03/2024 that my treadmill had shipped. However, by 12/15, it still had not arrived. I contacted customer service again and was given a Ceva Logistics tracking number (C86635126) and told that the treadmill was in transit. When I reached out to ****, they had no record of this shipment.On 12/18, after more calls and lengthy hold times, I was finally told that the treadmill had never left iFits warehouse. Adding to my frustration, I noticed the treadmill is no longer listed for sale on their website, yet I fear that have already been charged thousands of dollars through the financing company for a product that has not been delivered.Proactive communication is nonexistent, forcing me to chase down updates on my order.This experience has been unacceptable, and I am requesting immediate action to resolve this issue. I need either the treadmill I ordered, a comparable treadmill shipped to me at the same price, or a full refund, along with the cancellation of the financing charges.

  

  Business Response

  Date: 12/19/2024

  Hello *******,
  Thank you for taking the time to address the issues you have encountered with your NordicTrack Commercial X22i. Your feedback is important to us as we strive to enhance our services. Our escalations team is committed to addressing matters that require executive attention. I will be your main contact for any further support you may require. I have already contacted our billing team and escalated the issue to our warehouse to determine the current status of your machine. You can expect an update from us soon. Please feel free to reach out if you need any more assistance. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22703776
  
  I am rejecting this response because no resolution has been offered other than to talk to the warehouse. Id like to keep the complaint open until the product is shipped. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/19/2024

  Hi *******, 

  We understand and are happy to keep this open until it ships. Thank you 

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22703776
  
  I am rejecting this response because: as if 12/24, there has been no attempt to reach out to me outside of the BBB complaint to resolve this matter and the product still hasnt shipped. I have, however, already been charged for the four year warranty for this product and I was sent a paper copy of my warranty which began on 12/3. 
  

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

   

  

  Business Response

  Date: 12/30/2024

  Hi *******, 

  We apologize for the experience you have had, we can confirm that your machine was lost in transit, we are happy to offer a refund or ship out another unit to you. It will be the X16i as the X22i is no longer available. Please let us know which option you would like us to continue with. 

  Thank you 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22703776
  
  I am rejecting this response only to keep the case open. I will gladly take the X16i in place of the product I ordered. Please let me know know the tracking number as soon as it ships. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/02/2025

  Hi *******, 

  Your order number stays the same 2538180 and it'll ship out within 3-5 business days. Please let us know if you have any additonal questions. 

  Thank you 

• Initial Complaint

  Date:12/17/2024

  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 a brand new Nordictrack treadmill in October of 2022 with iFit software. I only ran on it for a few months before sustaining a foot injury so I essentially did not use the treadmill at all in 2023. In January of 2024, my foot pain started improving and I was able to get back to running consistently. My iFit subscription at that point had lapsed so I just started doing the manual workouts which I was fine with. In about June of that year I started noticing problems with the treadmill. The belt would stop in the middle of a run and the console would freeze. An error message would also sometimes pop up saying that the connection to the machine was lost and I needed to "power cycle" the treadmill. I reported the problem to iFit but by the time I heard back from them, the treadmill seemed to be ok so I did not follow up. Not long after this, a software update was installed which occurred automatically. I started noticing more frequent problems with the treadmill after this, again with the conveyor belt stopping in the middle of a workout and the console freezing. I reached back out to iFit and we tried trouble shooting the problem and nothing worked. We got to the point where they actually sent out a technician to my house to examine the machine (which cost $150), and unfortunately despite his best efforts he was unable to resolve the issue either. This was around October of this year. I reached back out to iFit letting them know my issue was still not resolved and I received emails back essentially saying that my issue was resolved. I am aware that there is an active lawsuit against iFit as multiple other customers have experienced this same issue and are claiming that they were sold machines with defective consoles. What I would like is for iFit to offer me a real solution or at least acknowledge that no, my issue is not resolved as they claim, and tell me how they are going to help make this right for me.

  

  Business Response

  Date: 12/20/2024

  Hi Cherren, 

  Thank you for reaching out, thank you for taking the time to work directly with us in email. We wanted to follow up with you and let you know we've submitted the order for a new console.Your order number is ICS9974667. 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: 12/20/2024

   
  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 very much for working this out for me, truly appreciate it. 
  
  Sincerely,
  
  Cherreen Tawancy