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

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

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  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:01/13/2023

  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.

  - **************** trainer purchased on 12/12/2022 - Assembled with "white glove service" for $300 - Machine is making "clunking" noise and motion when in use - NordicTrack customer service is almost impossible to contact - on hold for many hours both chat and phone - get cut off without ever getting called back - They make it extremely difficult to have a technician sent out for repair - Weeks of attempting to find resolution without any help - Require video evidence of the issue in order to authorize service - Service technician continuously fails to make contact

  

  Business Response

  Date: 01/17/2023

  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.
  

  I have sent you over an email, please reply here once you have emailed back the requested video and questions.

  Thank you!

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising 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 own a NordicTrack T7.5S Treadmill that worked perfectly until IFIT sent a software upgrade in late December that corrupted thousands of machines, rendering the console inoperable. The treadmill is now completely unusable due to the software update that the company pushed out. After the companys faulty software push, the console only displayed Supported API 3, and would not move on from that message. Now the console appears completely dead. I did not break this machine. The treadmill would be perfectly fine had it not been for the actions of the company in pushing out a faulty update. A company should not be able to profit by proactively breaking the product, and charging their customer to fix it. They need to replace the console or the entire treadmill. The company is at fault.

  

  Business Response

  Date: 01/16/2023

  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.
  
  

  In looking into your account today, we were able to order parts for you. Your part order is ICS9583187. You can track that at the link below:
  **************************************************************************
  
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
  Thank you

  
  
  
  

• Initial Complaint

  Date:01/13/2023

  Type:Order 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 IFIT NordicTrack Elite **** Treadmill in 2020 Last month update of IFIT software has corrupted the machine and it is no longer working. Screen froze. Reset function is also not working. Company is not accepting the responsibility and asking customers to pay for the replacement consoles.

  

  Business Response

  Date: 01/17/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
  
  

  In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well. 
  Your part order is ICS9583347. You can track that at the link below:
  **************************************************************************
  

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  
  Thank you
  
  

• Initial Complaint

  Date:01/12/2023

  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 had a Proform Smart Pro **** since February 2019. I have paid for an extended warranty. I use the treadmill several times a week. Late November 2022 the console screen was stuck on the IFIT screen and even with a factory reset and help from IFIT support it would not work. I called and reported the issue on 12/5/22. At that time I was on hold for over an hour, but was told that a new console would be shipped. On 12/27/22 I called to check on the part as I had not heard anything. This time I waited over 2 hours and spoke with a representative, ***************** confirmed the order and told me the part was shipping that week and would be delivered the following Tuesday (1/3/23). She emailed me a screen shot of her computer screen. The part did not arrive. I called again on 1/6/23. Waited over 2 hours and spoke with a representative, ******************** said he could see that there were consoles waiting to be shipped but was not sure when that would happen. He gave me his email and said to contact him and he would continue to check. I asked to speak to a supervisor because I could not keep waiting on hold for hours to get no information or resolution. He was nice and stayed he tried to get a supervisor on the phone but the didnt take calls. I emailed 1/9/23 and asked for an update which he responded there was no update. I emailed 1/11/23 but have not heard back. I called again tonight (1/12/23). I called the same number I have been calling, waited 2.5 hours and spoke to ****. **** said I called the wrong number and he could not access the account. When I asked to speak to a supervisor, I was told that the supervisor did not take calls. He said I needed to call the warrantee number. I asked for a direct line but he did not have one and did not try to get me any information. I cant wait another 2 hours on hold and want a working treadmill.

  

  Business Response

  Date: 01/17/2023

  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.

  We're happy to get this taken care of for you. 

  Please know that we have reached out and left a voicemail with a call back number. 

  We have submitted an escalation to our parts team to make sure your order ships out as quickly as possible. 

  Please let us know if you have any questions.

• Initial Complaint

  Date:01/12/2023

  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 bought a Nordic Track Commercial **** elliptical, model #NTEL71420.5. Serial # ************* on **/**/**. Order #NT11297375. Delivery date was 1/11/23. I paid $199 for "white glove in-home delivery & assembly." The wheel wasn't assembled correctly and can't be used because it rubs and makes a scraping sound. Also, there are 2 broken parts. The tech knew and took pictures of the broken areas, but told me that I had to call customer service for help.I called the customer service number *************) about an hour after the technicians left to tell them about the problems. My daughter tried out the elliptical during that time period. That's how we figured out the wheel issue. I was on hold for over an hour and couldn't get through.Today, 1/12/23, I waited on hold for over 1 hour 45 minutes until "*************************" picked up. She made it very difficult to try to get help. She told me there would be extra fees over $150 to send someone out, and that I had to troubleshoot with her to try and fix it myself. I am not a handyman, that's why I paid extra for the assembly. I received bad assembly. The techs didn't put the wheel on correctly. After a very long and frustrating time on the phone with her, I said that I just wanted to return the machine. They have a 30 day return policy that starts on delivery date. She said she would connect me to that ***** She did not! ***** gave me the number of a customer instead of the return department. I ended up speaking with the fellow customer named ***** who has also filed a complaint with you, the BBB, about her Nordic Track!I emailed ***** ****************************************** to tell her she gave me the phone number of a fellow customer and asked for a correct number for the returns **** twice. How am I supposed to return this broken elliptical and get my money back?

  

  Business Response

  Date: 01/16/2023

  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.

  We're happy to get this taken care of for you. 

  Please know that we have reached out and left a voicemail with a call back number. 

  Please let us know if you have any questions.
  

• Initial Complaint

  Date:01/12/2023

  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.

  Our treadmill console failed under warranty and we were told the technician would not order parts, and that we would need to contact the manufacturer to get a replacement shipped. This started on December 5th, *****. We have to be able to reach a human to order parts for us. Combined my wife and I have spent approximately 14 hours on hold with customer service. There have been emails and ******** messages sent. The customer service is nonexistent and we are stuck with a useless treadmill during the winter months where we could desperately use it. I'm extremely disappointed but I should not be surprised. Their ******** page is full of comments from others experiencing the same disappointing customer service experience. Highly recommend no one purchase any Ifit products as they will not stand behind their product and take care of existing customers.

  

  Business Response

  Date: 01/16/2023

  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.
  

  Please provide an image of your receipt from the time of purchase and an image of the notes from the technician.

  Thank you!

• Initial Complaint

  Date:01/12/2023

  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 own a **** commercial treadmill and ifit did a software update a fried the console , we contacted nordictrack and they agreed that there was a problem and they would send out a new console 2 months later we have not received or heard from anyone to resolve this problem , i haven't been able to use a machine that we spent a ton of money on

  

  Business Response

  Date: 01/17/2023

  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.
  

  I have reached out to parts team and the current ETA for your part is 2/28/23.

  We do apologize for the delays and we will get your part out to you as quickly as we are able.

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  Thank you 
  
  

  Customer Answer

  Date: 01/20/2023

   
  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. although not completely satisfied i have not other option other that to go out and spend another $2700 for a new treadmill so i guess i'll have to  wait 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/12/2023

  Type:Delivery 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.

  Dec 14th 2022 my son bought me a Tread Mill for Christmas. I followed directions and it wont start. The belt doesn't move. I called ifit and was on the phone for 3 hrs. I allowed her to come into my phone and I showed her the control panel and everything else. She said she would order me a new controller and I would get it in **** business days. That was on Dec 19th 2022. I got the email showing the part order# ICS9564668 /Part# ****** CONTROLLER.When I track it it says the order is in process Ive tried calling, emailing ( all emails are undeliverable) and chats ( i wait for for an agent over an hour and no one ever comes on the chat) I just want my part so I can use my new tread mill. Its been 3 weeks and it still says "in process" Wish I would've bought a different one. Very poor customer service.

  Customer Answer

  Date: 01/13/2023

   
  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. It's very sad that I had to file a complaint for them to acknowledge me. Not sure why someone could not have emailed me or called me to let me know. Still not happy but what else can I do. By the time I get the part the warranty will probably be close to over. And the window to return will be closed if it still does not work. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/12/2023

  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.

  My elliptical that I purchased has broken, the warranty is still in effect, but I cannot get through to the company! I have submitted forms, attempted chats, phone calls, but to no avail. It is unacceptable and the warranty expires in a few days!

  

  Business Response

  Date: 01/12/2023

  *******, 

  I am so sorry that you have had a hard time getting in touch with us. I assure you we understand that it is no small undertaking so we appreciate your patience and diligence so very much.

  Due to the circumstance of your situation I am going to have one of our agents make an outbound phone call to you sometime tomorrow. I cannot guarantee a time simply because we are so busy, but just know at our earliest availability someone will be in touch to troubleshoot your issue and get things taken care of. 

  Hopefully this brings some relief to the situation. We look forward to speaking with you more soon! Thank you!

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18730644
  
  I am rejecting this response because:

  No one has contacted me despite assurances that they will.

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

  

  Business Response

  Date: 01/23/2023

  I am so sorry that someone was not in contact with you.

  I am unsure of how this happened as we had the callback arranged and all set-up. I am going to go ahead and arrange for another one to make sure that this is all taken care of for you. Please just keep your phone close by, and expect a call sometime within the next ***** hours. Thank you for your ongoing patience, and if you do have any other questions or concerns please let me know. 

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18730644
  
  I am rejecting this response because:

   

  While I did receive a phone call - well after the time frame given - on a friday evening when I was unable to get to the phone, the voicemail did not provide any assurances that contact would be attempted again, or leave any method of communication to reach the caller.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/30/2023

  I will be sure to reach out to you sometime this week to get things coordinated. Please advise on a time that works best for you, and I will put you on the schedule. Thank you!

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18730644
  
  I am rejecting this response because:

  I have not heard back yet, and have no way to provide the info requested without doing so.

   

  I am available anytime Sunday through Thursday, and Friday until noon. Should I miss the call for whatever reason, please provide a way to return the call.

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

  

  Business Response

  Date: 02/06/2023

  Perfect *******. 

  I will plan to call you sometime between 3-5PM on Wednesday. Thank you!

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18730644
  
  I am rejecting this response because:

   

  Waiting for follow up.

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

  

  Business Response

  Date: 02/16/2023

  *******, 

  I apologize greatly for my delay in response, as well as that it took a few additional days to get things straightened up as far a downtime on your warranty and everything goes. However, I am happy to report that at this point I have arranged to have a technician come out and troubleshoot the issue hands on with the machine so we can ensure we are sending the correct parts and are not delaying this process any more. This is not something we would typically do without troubleshooting first, however, as a one time courtesy we have gotten the clearance to do this for you guys. 

  SO-2727451-This number just verifies that the Service Order has been set-up. Please prepare to be contacted by a *********** the next 3-5 business days regarding further scheduling with them. I appreciate your patience and willingness to work with us so much. Please let me know should you have any other questions or concerns. 

• Initial Complaint

  Date:01/12/2023

  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 a treadmill from Nordictrack in May 2020. Since then, the incline motor has broken twice. I was able to get them to send the part out the first time and my husband changed out the part. I also purchased an extended warranty on it. The incline motor then broke again. It's going to be almost a year since the motor has been broken and they keep shipping out the wrong part. The technician from the third party company who is hired by the extended warranty company has come to our house 3 times in the last one year and it always turns out to be the wrong part. I had paid so much money for their machine and expected better customer service. I have emailed them to twice in the last two weeks ask for someone to call or email me back but no one emails me back. I have called them. I was on hold for two hours last week trying to get hold of someone to talk to and then the call eventually got dropped. I tried calling them again today and was on hold again and I requested to be called back. I am on their website too and I've been trying to chat to someone online but it says "an agent is on the way" for the last 45 mins now. It should not be this hard for a company to be responsive to its customers. Any consumer or customer expects better customer service, especially for the price that they charge for their machines. This kind of service is just not acceptable. All I want is for my machine to be fixed.

  

  Business Response

  Date: 01/16/2023

  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.
  
  

  We have reviewed your account and noticed that you were able to get through and have been assisted. 

  Is there anything else we can do to help?

  Please let us know. 

  Thank you. 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18728417
  
  I am rejecting this response because: The Ifit warehouse sent me the wrong piece AGAIN for the 4th time. My treadmill (which I paid a lot of money for), has not been able to be fixed for almost a year now because the warehouse keeps sending the wrong piece. This is the 4th time in a row that we have received the wrong wire casket. If Ifit can't fix the machine, they need to replace my treadmill as I still have extended warranty on the machine. I have been paying money for the extended warranty that they can't get fixed! They owe me a new machine. 
  
  Thank you!
  
  *********************

  

  Business Response

  Date: 01/20/2023

  Hello, 

  Please provide the part number of the correct part you're in need of. 

  We will get this resolved as quickly as possible. 

  Thank you!