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

  
• 

  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:01/10/2023

  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 a Nordictrack commercial 2450 treadmill. When it came and i put it together there is no power to the treadmill. After several calls i was put on video with a tech who had me remove the hood so he could look at teh circuit board and motor. He told me he could see it was missing a brown wire and they would send it to me and help me install it. When the package came there were 4 wires in it none brown. When i called them they had no idea what the wire i was sent were for or where they went. They could not tell me what to do with the wires. I asked for them to send someone to service it as it is brand new and im not an electriacian. They told me they do not have any techs in my area. I asked to have a new one sent and this one returned. they told me this is not an option. My only option was for me to call an Electrician and have them repair it and send them an invoice, I told them this was not satisfactory as it is brand new and They should replace it with a working machine. They again told me that is not an option i need to go find my own electrician to fix it and send them the invoice only up to 250. I asked them to provide a wiring diagram of the circuit board and motor incase i did call an electrician and they could not do that they told me to look in the manual its there. IT IS NOT. their "tech team" had no idea what i wiring diagram is. So at this point they refuse to send me a machine that works and wont service the faulty machine they sent me. They also told me it could not be exchanged because its 2023 and i bought it in 2022. Not sure where to go from here

  

  Business Response

  Date: 01/11/2023

  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 spoken with our service team on this, we have a new technician in your area and will have them contact you for scheduling as quickly as possible.

  Thank you!

  

  Business Response

  Date: 01/13/2023

  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 spoke with our Billing and Returns department about this return. They have informed us that a full refund has been processed, in the amount of $2806.92.  Your reference number is ********.
  
  This will be scheduled for pick up within 2-3 weeks. The machine must be outside of the home, fully assembled.

  If you have any further questions, please call our Billing team at ###-###-####.
  
  Thank you
  
  

  Customer Answer

  Date: 01/14/2023

  
  
  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:01/10/2023

  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 a Nordic Track treadmill last January and paid for a 4 year extended service plan.
  The treadmill appears to have a software issue that it will not work, I contacted ifit to have a technician contact me. I contacted them last Tuesday and was sent an email that someone would contact me as soon as possible.
  No one has called me back. I tried to call yesterday but was put on hold for 45 minutes with no one picking up,so I hung up. I received another email that someone would contact me.
  I can't use the device. no one seems to contact their customers.

  

  Business Response

  Date: 01/12/2023

  *******, 

  I am so sorry for the experience that you have had in trying to get in touch with us regarding the software functionality issue that you are currently facing. I know it is no small undertaking to get in touch with us so we greatly appreciate your diligence in doing so. That being said, I went ahead and got in touch with our iFit Supervisory team to ensure that we get one of our best reps in contact with you ASAP to get this taken care of. We have a rep who will be reaching out to you sometime around 11AM tomorrow to discuss the troubleshooting to the Console software further. 

  Again, I apologize for the frustration and delay in rectifying the issue. Please let me know if you have any other questions or concerns!

   

  

  Business Response

  Date: 01/13/2023

  *******, 

  I checked your account to do a follow-up and was able to see it looks like someone did reach out at 11AM and completed a call with you then. I believe there may be a different in time zones, which may have led to the previous confusion. All of our reps are working under MST just for further reference. 

  Please let me know if you have any other questions or concerns, or if your issue was not completely rectified through the phone today. Thank you!

  Customer Answer

  Date: 01/17/2023

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

   

  The iFIT rep was supposed to have someone else call me crack last week. They did not.

  Today I called again and spoke to a rep who did troubleshoot the problem and was able to fix it.

  Please close my case with my appreciation of your work and help.

  Thank you 

   

• Initial Complaint

  Date:01/10/2023

  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 Nordictrack x22i has worked wonderfully since Jan 2020. I did the update on Jan 2, 2023 then my belt stopped working. I spent 3 days calling and talking to a few different people who could not help fix it but did order a part. Now the machine will no longer power up at all and will not reset. *** tried for two days to get ahold of someone and cant reach them at all. I want to talk to someone there that knows whats going on and can fix my treadmill.

  

  Business Response

  Date: 01/11/2023

  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. Can you please check to make sure that all wire connections are intact and secure. 

  Please remove the back right access panel. This can be removed by one s**** Once removed, you will see a green control board with a red LED light on it. Please let us know if this LED light is lit. 

  Is there any indication on the console that it's receiving power?

  Is the Bluetooth button lit?

  Please let us know. 

   

• Initial Complaint

  Date:01/09/2023

  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 purchased a NordicTrack C700 in March of 2020 (model number NTL59619.0). Immediately - straight out of the box - it did not work. After spending time on the phone with costumer service said I had "bought a faulty treadmill" and they would issue me a new console. Everything gets swapped about a week later and works great..... up until a few weeks ago when iFit sent out a software update and now the "new" console is completely inoperable again!!!! I called customer service about this issue multiple times, once waiting on hold for 2 hours & 40 mins, for still no one to answer. I finally got through the next morning. After about another 1 hour & 30 mins long phone call, they told me I needed another new console and it would be $350+ shipping. After expressing that I did not feel like I had to pay that amount the individual transferred me to a supervisor. The supervisor offered me a 3% discount ($10.50). This treadmill worked perfectly fine the day before. It is insane that in less than 3 years that I have owned this machine it has needed a whole new console not once... but TWICE! I did not break this machine. iFit did. The company is at fault for this treadmill/software issue and their bad costumer service!!!!!
  **Pictures of the screen are what it is stuck on, it bounces back and fourth between the two. The incline will still go up and down, but cannot get the belt to start.

  

  Business Response

  Date: 01/11/2023

  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.
  
  

  After reviewing your account, it looks like you're no longer covered under warranty. 

  Did you purchase an extended warranty?

  If not, any parts and/or service moving forward will have to be paid for you. 

  You can do so by contacting our Member Services directly or by visiting iconservice.com. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:01/09/2023

  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 ProForm treadmill with iFit in 2020. I tried to use my treadmill today and got stuck on a loading screen. I tried factory resetting it and following instructions online, but still got stuck. I found numerous threads online detailing the same issue I was having. According to other users, iFit had pushed out an update that bricked all consoles and the only solution is to order a replacement. I think it is wrong for me to have to buy a replacement through no fault of my own, when it is entirely the fault of the company.

  

  Business Response

  Date: 01/10/2023

  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.
  

  Please provide a video of the issue with your display and the following information so we can get the machine registered.

  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL:
  SHIPPING ADDRESS:
  MODEL #:
  SERIAL #:
  DATE OF ****************** OF PURCHASE:

  Thank you!

  Customer Answer

  Date: 01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still a work in progress.

  They have requested the following information:

  FULL NAME: *****************************
  PHONE #: ************
  2ND PHONE # (optional): ************
  EMAIL: *********************
  SHIPPING ADDRESS: ******************************************************* 63110
  MODEL #: PFTL79720
  SERIAL #: *************
  DATE OF PURCHASE: 2020-03-27
  PLACE OF PURCHASE: ProForm website
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/09/2023

  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 commercial treadmill model NTL17122 on 11/26/2022. After the treadmill was delivered the belt didnt work. The screen of the treadmill states the safety key was not inserted in the machine, when in fact it was. I have contacted customer service multiple times via online submissions to absolutely no responses. When I completed the post purchase customer survey and voiced my concerns I received no response or help. I eventually reached customer service by phone and they said they would send us a new key for the machine. It has been over 2 weeks and we still have not received the new key to (hopefully) fix the issues, although I highly doubt this will solve the problem.We tried to request a return and refund and we just cannot receive any response to fix the issue. Worst experience of my life for one of the most expensive pieces of equipment I have invested in.

  

  Business Response

  Date: 01/10/2023

  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.
  

  I have gone ahead and ordered a new safety key for you and have requested that shipping is expedited for you.  You can use tracking number ICS9579409 and track this at **************************************************************************

  Thank you!
  
  

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service 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.

  Treadmill broke. Contacted company via phone, online messages, email, and request form. The company will not call back and our equipment does not work and need repair. No service department contact can be made. Sales will answer but will not connect you to sales

  

  Business Response

  Date: 01/10/2023

  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.
  
  

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

  Please provide additional information about the issue. 

   

  Customer Answer

  Date: 01/12/2023

  Hi I have a treadmill- Nordictrack commercial X11i  Model NTL22019 Serial *************  The screen is stuck on the Ifit white screen.  We have tried multiple times to reset it.   We have called/ messaged almost every day and cannot get anywhere.  My husband sent all the required information about the treadmill to include the purchase order, make, model, original purchase date.   We need this fixed.  If we do not receive the help we need, I will continue to file complaints.   

   
  

  - *********************************

  ************ and ************

  **********************   / **********************

  

  Business Response

  Date: 01/12/2023

  Thank you for the additional information. 

  It appears that this machine is not registered on your account. Can you please provide your purchase date and ************** to complete your registration?

  We can then proceed with getting this issue resolved. 

  Customer Answer

  Date: 01/12/2023

  It is hard to think you have no record of our machine. We purchased it through your company. Have sent multiple emails and text to confirm it.  It was registered. Please see the pictures above.

• Initial Complaint

  Date:01/09/2023

  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 Nordic Track ********************************* September 2022. I purchased this in December 2020. So roughly 18 months of use and about ***** miles. Still under warrant and bought the extended warranty. Called service first of October and on hold for over an hour. Did video diagnostics with them. Didn't fix the machine. Called back in November. Did another video diagnostics. Didn't fix the issue. Hired an independent treadmill repair outfit to come and look at machine. Paid $140 out of my pocket. The motor is shot and the back roller bearing is shot. Called service in December and was on hold for 1.5 hours. Got new parts ordered and it is now Jan 9th and haven't heard or received anything. I can't get my machine fixed. It has been 4 months of back and forth with Nordictrack service and still don't have my machine fixed that is under warranty. Terrible customer service and they just leave you hanging with no real game plan. They are not following through on fixing machines that are under warranty in a timely manner. Would like to send my treadmill back to Nordictrack with full reimbursement as they are not following through with their warranty coverage.

  

  Business Response

  Date: 01/10/2023

  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.
  
  

  After reviewing your account, it appears that the parts that were ordered are currently out of stock. 

  We are due to receive a restock within the next **** business days.  

  Your order will then ship out soon after. 

  Please let us know if you have any questions. 

  Have a great day. 

• Initial Complaint

  Date:01/09/2023

  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.

  We own a NordicTrack Elliptical model #NTEL71618.4, purchased in December, 2019. In November, 2022, the resistance stopped working. A repair person from a local company came out to investigate and tried replacing the motor to the resistance mechanism (Part #******). That repair failed to resolve the problem and the representative stated the only other fix would be to replace the console - this part controls the resistance mechanism. This console part (part #******) is under parts warranty until March 18, ****. We can no longer use our $2600 treadmill or the $400 annual IFIT membership. I have called NordicTrack and been on hold for 6.5 hours today alone. The first time I called this morning I was on hold for 3 hours and was bring transferred by the automated system when I was hung up on by their system. I called back and have now been on hold for over 3.5 hours. No one answers the phone to their customer service line. It's virtually impossible to speak with a customer service representative. The new console part is over $600. It it under parts warranty. They need to replace the faulty console or the entire elliptical. The company is at fault.

  

  Business Response

  Date: 01/10/2023

  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.
  

  In looking into your account, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. In checking on those part orders, it looks like all but one have been delivered. The part order is ICS9578673 You can track that at the following link:
  

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

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

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18710794
  
  I am rejecting this response because: No parts have been delivered. It is ONE part, even though the business replied "They were able to order the necessary parts for you. In checking on those part orders, it looks like all but one have been delivered." That is misleading. I need one part. The business messaged me yesterday that they've placed the order for the one part, but that the part is "out of stock" with no information about when the part will be in stock and shipped. I will update my message after receiving information about when the part will ship or is scheduled to arrive. At this point, I still have a broken machine with no information about when the replacement part will arrive to repair the machine that is under parts warranty. Note that I certainly would not have felt the need to escalate this to the BBB if they had answered the customer service phone line. I waited on hold for 7.5 hours yesterday through their automated system just to receive a message through ******** messenger after posting this story on their ******** feed. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/11/2023

  Hello-

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

  I have reached out to get an update on your part, they have confirmed that a new shipment in expected to come in by 2/16/23. 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: 01/12/2023

   
  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:01/09/2023

  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 purchased a NordicTrack Exp 7i treadmill less than a year ago. It worked up until a couple of weeks ago. When I finally got someone on the phone they helped me troubleshoot and determined the console had gone bad and that they would sent me a new one. However the person who took my information wrote down the wrong number for my address. When I contacted *** initially they said they didnt have it in the system yet. So I called again IFIT and the person who took the information(same one who put it in wrong) said that they had excalated it and it was corrected on their end. I let the weekend pass and i called *** to see if they had correct address they said no. It was still incorrect.So now I have been trying to get someone on the phone AGAIN with IFIT and they said its opens 6-6pm Mountain time, which I called 3 pm Mountain time which made it 5 pm my time. Well it said it was closed and to call back during business hours of 6-6 mountain. Tell me, this is beyond the worst customer service I have experienced. Looks like they are open to sell but not to help their customers. Really am I ever going to recommend IFIT to anyone? No way!Now I have to wait for my package to go to the wrong address and be sent back to ***.

  

  Business Response

  Date: 01/10/2023

  Hello, 

  We apologize for your experience. 

  We reviewed your account and the address was updated shortly after the part order was placed. 

  38223 ********** ***********, ** 33542. 

  It is due to arrive on Thursday- 

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

  Please let ** know if you have any questions. 

  Have a great day!