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 77562-3812

• 

  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:01/13/2023

  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 my NordicTrack treadmill in April of 2020 and recently on December 12th during my evening workout my treadmill would not work. It wont go past the white ifit screen. I tried all the methods to reset it and factory reset it without anything working. I called this morning on December 13th to hopefully solve the problem but customer service was no help. The machine itself is outside of the warranty however after doing research this isnt an isolated incident. This was a software update done by ifit pushed through to machines that caused them to not work anymore. The company wants customers to pay $500+ for a new console when the issue is their fault. Its not normal wear and tear, this was caused by the company alone. I paid over $1K for a treadmill thats worked beautifully for years until they decided to do a software update that caused the machine to not be useable. This isnt right and a lawsuit is in their near future.

  

  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 ICS9584234. 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

  Customer Answer

  Date: 01/17/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/13/2023

  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.

  On January 2, 2023, I purchased ProForm treadmill from a retailer. After assembling, the treadmill did not work so I called customer support on January 3. During this phone call, which amounted to 4 hours ******************************************************* to another department - which NEVER answered. I called again the following day (Jan. 4), this time a part was ordered. As of today (1/13), the part is still "in process." I have attempted to contact through online requests and chats, and I have received absolutely zero responses. The first online ticket was January 3, followed by January 10, and January 11. According to website, shipping from the warehouse will take 3-5 business days, and we are well past that shipping window. I attempted to call today at 5:00 PM CST and received stating it was closed and hours are 6 AM to 6PM mountain time Monday through Friday. At 5:00 PM central time, it is 4:00 PM mountain time.Is this business going to ship the part as stated in a timely manner from today's date since it has not occurred as of yet?

  

  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 have reached out to our parts department regarding your order, they have confirmed that this part is currently out of stock, however we are expecting a shipment in within the nex 2-3 weeks and will be able to process your order. 

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down.

  Thank you. 

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18810947
  
  I am rejecting this response because: This is not an adequate response because it still not address the fact that NONE of the online requests (emails, chats, etc.) were ever responded to. After contemplation of this response and the lack of communication directly with this company, I have returned the treadmill to the retailer. I will be looking for a new treadmill and making sure that it has no connection to iconfitness or iFit in any way. 

  The BBB may close this case. Thank you to the BBB for taking time to help deal with this situation.

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

• Initial Complaint

  Date:01/13/2023

  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 have a NordicTrack T8.5 s in which I use regularly and consistency along with my ifit subscription. My treadmill was working just fine until 1/10/23 when the console became stuck. I have made numerous emails to ifit- no response, or I was asked to pay a fee to talk to someone, or my biggest frustration was ifit put me on hold for over 2 hours and never came to the call. They have not returned any calls I made or emails- they have made no effort to respond. There is a problem and after researching on ******* how to resolve this problem this seems to be a big problem for a lot of owners and I'm starting to feel that ifit has no solution so they just don't respond. A tech told me a new console would cost $448 and none were available at the warehouse---- Now what am I suppose to do- this treadmill is only 3 years old. My last NordicTrack lasted 9 years which is why I invested in a new one when it was time ----- this did not last me 9 years :(

  

  Business Response

  Date: 01/16/2023

  ********, 

  First and foremost, I am so sorry it has been a bad experience thus far in trying to get in contact with us. We greatly appreciate your patience and diligence in attempting to do so, and it is our greatest hope at this point that we can get something taken care of for you here. 

  I went ahead and reached out to our iFit Supervisory team to see if we could get one of our best reps in touch with you. They agreed and will be having a rep reach out tomorrow sometime to complete some troubleshooting. I hope this is helpful, and will allow us the opportunity to get this situation rectified. 

  Thank you again for your patience, and willingness to work with us here!

  Customer Answer

  Date: 01/16/2023

   
  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.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18809772
  
  I am rejecting this response because:I am writing as the message I received from Ifit did not materialize.... they did not call the next day to 'troubleshoot' as they suggested.  They still have not called to date.  What are the next  steps?  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/24/2023

  ********, 

  I am so sorry that you did not received a phone call. We definitely had a request submitted for an outbound call to be placed. I will be sure to put you back on the list as high priority. Please be sure to keep your phone close at all times as there is not much we can do if we miss you and catch your voicemail. We appreciate you, and your outreach and will continue to keep in contact until the situation has been resolved. Thank you!

  Customer Answer

  Date: 01/27/2023

   
  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.  My number is ************.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/30/2023

  ********, 

  Thank you so much for taking that call with me! I am glad we were able to discuss your situation, and just kind of clear the air. I am hoping this has allowed you to be more at ease with what's going on, and has given you some restored confidence in our efforts to handle this for you. 

  As promised in our call, the order number is ICS9584065, and it will be tracked at iconservice.com/order/status. 

  Please let me know if there is anything else we can do for you, thank you!

  Customer Answer

  Date: 02/02/2023

   
  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.
  
  Sincerely,
  
  ***************************

   

  I am starting to feel heard- thank you! It would be nice to have an ETA on when it will be available.  I really want to get my treadmill up and running!  

• Initial Complaint

  Date:01/13/2023

  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.

  On Dec 9th, 2022 I attempted to ride my PROFORM SMARTPOWER 10 Studio Bike. After initializing the bike, a prompt appeared on the console asking if I wanted to update the software. I selected YES and the console showed buffering for several minutes and then the screen went blank/dark. I waited about 15 minutes, and conducted a power off reset. The bike has never powered back up. I called IFIT and spoke with an agent, who informed me that I would need to speak with maintenance. I called the maintenance number, spoke with **, who seemed quite knowledgeable. He set up a replacement order for a console and power adapter. Order # ICS *******. I have never received a confirmation email on this order. I did eventually receive the power adapter but not the console. I have subsequently made numerous return calls and feel I have been given the run around. On Dec 30th, I received an email from ICON requesting information with notification (ref:_00Dj0JnBt._5003a1JJtko:ref) "to better assist me." I initially missed the email as I was looking for correspondence from either IFIT or UTS. I found the email on Jan 6th and replied providing 2 photos of the serial number and the model number. I did not receive a response and sent a follow up email on Jan 11th requesting a call back from a customer support manager. I have not received a response email or a call back. Additionally, I called back in on the 10th and spoke with ** who inform me that I had to call the mfr at a different number. He provided the number but informed me that they were closed and that I would have to call on the 11th. I did and it was the same number that I had been calling for a month. After several calls and being dumped I called back to IFIT, spoke with ** who said she would transfer me to the maintenance group and placed me on hold. After 25 minutes, I hung up. To date, Jan 13th, I have yet to receive a call or an email. This is poor service and unacceptable. SVC Contract ********

  

  Business Response

  Date: 01/16/2023

  ****, 

  First and foremost, I am so sorry for the delays in receiving the Console portion of the order. I understand this is extremely frustrating, and we greatly appreciate your continued patience.

  I went ahead and took a look at your account and order in hopes to get some answers for you. As expected because we are facing an overload of Console orders, the Console we are needing to get sent out to *********** ordered. Because your order is over a month out, I submitted what we call a Build and Ship to hopefully expedite this process some. This essentially puts you at the top of every list, so that when we do receive the shipment of the new Consoles yours will be amongst the first to ship out. Although this is going to quicken the process, please still understand we are most likely a few weeks out as the replacements are not yet received at our warehouse. 

  I hope this clears some things up, and give a better idea of what is to be expected moving forward. Again, thank you for your ongoing patience. 

  Customer Answer

  Date: 01/19/2023

  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.

  Also, I received the console today, January 19, 2023, and have installed the unit. It works correctly.

  Thank you for your assistance in resolving this issue. 

  Sincerely,
  

  *************************

• Initial Complaint

  Date:01/13/2023

  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 purchased a NordicTrack treadmill in October of 2021 The monitor has stopped working. I have been trying to contact them since December 26, 2022 I have tried calling, texting, and I did email and I received a case # ******** on Jan. 10 and was told they would be in touch soon. I still have not received any communication from them

  

  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 reviewed your account and gone ahead and ordered a new controller for you.  Your order number is ICS9584340 and this can be tracked at **************************************************************************
  

  If you have any further issues with the machine, please reach out to our ************************** at **************.

  Thank you 
  
  

  Customer Answer

  Date: 01/17/2023

   
  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.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18809081
  
  I am rejecting this response because: purchased a Nordic track treadmill Model NTL172191 S/N PP310C0105898 from Amazon Oct. 31, 2021 For $1,999. In December of 2022 it stopped working . I have submitted a complaint on Jan. 13, 2023 and I was sent a motor controller but that is not the problem. It still doesn't work I tried to contact Nordic track and they emailed me a technical support link which I have tried but no response. Nordic track does not answer emails or phone calls. I would like a new computer control console or a pro rated refund
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/06/2023

  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.
  

  When the machine is turned to on, what do the controller lights do?

  Thank you!

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18809081
  
  I am rejecting this response because:

   

  The console does nothing when you turn the machine on.  There is power because the bluetooth light is on, but nothing else
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/08/2023

  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 gone ahead and ordered a new console for you.  Your order number is ICS9603054.

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

  Thank you 
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18809081
  
  I am rejecting this response because:  AS of today, I still have not received any communication from NordicTrack/IFIT they indicate that a part has been shipped but I'm not sure if it is going to fix the problem.  I can only accept or reject their solution once the part is received and installed.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/10/2023

  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.
  

  The part is currently on back order so once we receive a shipment we will have it sent out to you. 

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

  Thank you
  
  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18809081
  
  I am rejecting this response because:

   

  It's very hard to know if this an acceptable solution until the part is here and I see if this fixes the problem
  
  Sincerely,
  
  *************************

• 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.