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

  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:01/06/2023

  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.

  Bought a Nordictrack Commercial2450 treadmill in 2021. They pushed a software update to the electronics and now it doesn't work. They are unable to provide a replacement or fix.

  

  Business Response

  Date: 01/09/2023

  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 see you have been in contact with one of our agents and they were able to order parts for you. Your part order is ICS9577770. You can track that at the link below:
  **************************************************************************
  
  If you have any further issues with the machine, please reach out to our ************************** at **************.

  
  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. I am pleasantly surprised that they responded although their customer support takes hours to answer. The rep I spoke to (after 2 hours of waiting) has helpful and courteous. I look forward to receiving my replacement part - hopefully.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/06/2023

  Type:Customer Service 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 workout equipment and got a free trial for IFit. It was auto renewed without notifying me first. This just happened today 01/06/2023. The website says I can get a full refund within 30 days of renewal. I have been trying to get ahold of someone to get a refund submitted but I have no luck speaking to a person. Order #IF24376272. The total amount was $434.61. I am sure they will honor their refund policy, I just can't get ahold of someone.

  

  Business Response

  Date: 01/09/2023

  Hello-

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

  I have spoken with an IFIT agent and they have refunded and cleared this payment for you.

  Thank you!

• Initial Complaint

  Date:01/06/2023

  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.

  Renewed membership without our permission and cannot get a hold of them.

  

  Business Response

  Date: 01/09/2023

  Hello-

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

  We have had an IFIT agent look into this and do see they did a partial refund on this charge for you.

  If you have any further questions, please contact our IFIT member care at ************** for assistance.

  Thank you!
  
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  Purchased a NordicTrack Commercial **** Treadmill in 2019 for $2500. It worked fine up until a software update went through in December 2022 which corrupted the console. As the machine is out of warranty, I have tried reaching out to iFit to purchase a replacement console. After 3 hours on hold, I was able to speak with an agent in *************** who proceeded to transfer me to the ******************* and had to wait on hold for another hour. After speaking with an agent in software, they stated they start the process of entering a replacement order, but could not "approve" the replacement as they needed another department's approval and that department was closed for the evening. The agent agreed to call me back in the morning after getting the required approval. The agent did call back; however, they stated they did not have the approval as they needed myself on the line to obtain the approval. The agent proceeded to place me on hold for 15 minutes, and then disconnected the call. The agent emailed me that they had technical difficulties which caused the call to be disconnected, and they would get the approval and reach back out. The agent then emailed again asking for photos. I provided a video of the issue and have heard nothing back from IFit since. Tried calling again and was stuck waiting on hold trying to speak with an agent.This is the worst customer service I have ever experienced. I am even willing to pay for the console, we just need the item replaced as our treadmill is inoperable without it. Further, iFit is collecting fees for our iFit membership which we cannot utilize due to the treadmill being out of service.I was provided a replacement order number PO21568327; however, when checking status for nothing comes it states "order not found."Looking for iFit to send replacement console via expedited delivery.

  

  Business Response

  Date: 01/09/2023

  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 we see that a replacement console was ordered this morning (1/9) order number-ICS9577592. 

  The console is currently out of stock. We will ************** out as quickly as possible. 

  You can track your order at anytime at iconservice.com with your order number. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18698695
  
  I am rejecting this response because I was told by customer sevice that we would receive the parts in **** days.  Now being told we these are out of stock.  Please advise the estimated ship date, as we are unable to use our machine until a replacement console is received.  Further, IFit is continuing to charge us for a subscription we cannot utilize.

   

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

  

  Business Response

  Date: 01/11/2023

  Hello, 

  We reached out to our parts team for an ETA. 

  They have informed us that the part is out of stock and the current ETA for a restock is- 2/16/23.

  We are so sorry that this is going to take longer than expected. 

  We are happy to add the total downtime to your warranty and membership once your machine is back up and running. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:01/06/2023

  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 Commercial **** Treadmill in 2021. The treadmill broke 4 times. The running board cracked despite a rating by the company that the treadmill was proper for 300 pound users. The treadmill adjustment bolt recently snapped. This created a dangerous situation where the rear roller slid forward to one side and the belt jammed. I have been on hold waiting to speak with member services for 3 hours and 3 minutes and counting. The product is under warranty and I purchased and extended warranty but this machine has demonstrated that it is unsafe and lacks the claimed durability that inspired the purchase.

  

  Business Response

  Date: 01/09/2023

  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. Please provide a video of the current issue to **************************************************. 

  Please reply back here once the video has been sent. Thank you! 

• Initial Complaint

  Date:01/06/2023

  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 bought our NordicTrack x221 in February 2021. Since then our machine has broke MULTIPLE (*****) times rendering the treadmill useless for weeks, even months. A few additional times we were able to calibrate and power cycle a few times to get the machine to work. To date (January 2023), we have spent 8+ hours on hold with customer service, my husband has replaced 4 parts on the treadmill, technicians have been to our home 2 times (still waiting for their third visit) and we have spent $400 on an iFit subscription that we have only been able to use successfully a fraction of the time. Frustrated is an understatement. A great solution would be for NordicTrack to take this machine back and give us even a portion of the $4,000 back so that we can buy a treadmill that actually works. *Side Note - I absolutely love the idea of this machine. The few times i've been able to complete a workout was amazing. Which makes it even more frustrating that I can't use it!

  

  Business Response

  Date: 01/09/2023

  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 service department on your behalf, they have verified that a new service request will need to be made in order for the tech to return, it does look the warranty has expired on your machine, you will need to contact us at 1-833-680-iFit (****) to schedule that. 

  Thank you 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18697571
  
  I am rejecting this response because: This solution does not solve the problem.How can we be refunded our $400 for iFit subscription that we paid for and have been unable to use due to a faulty machine? Also, what are we supposed to do with our $3,500 machine that we cannot use? Your service department said on two seperate occassions that we have changed all the parts possible and we are out of options.

   

  I am obviously aware that we our out of your gracious 6 month warranty period, although i am sure that we started calling your company within that time frame but your service department stalled with "solutions" until we were out of that warranty time frame. 

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

  

  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 have reached out to the service coordinator and have escalated this for you to have the technician contact you for scheduling to come back and further diagnose.

  Thank you!

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18697571
  
  I am rejecting this response because: It has been one week and still have not heard from the service company that is supposed to contact us. After 3 hours on the phone Monday January 16, I was also told someone would contact us within 72 hours. THIS IS RIDICULOUS!!!! 

   

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

  

  Business Response

  Date: 01/20/2023

  Hello-

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

  
  This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. They have informed us that because you are still waiting on parts that is why they have not contacted you. The tech will wait until the parts are deleivered until he will reach out for scheduling. We have asked that they reach out to you as soon as possible to verify that with you.

   

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

  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18697571
  
  I am rejecting this response because: We are not waiting on any parts. We have changed all of the parts that we are able to change. We need someone to come and look at our machine for the third time to tell us the next step. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/27/2023

  Hi ****, 

  We have reached out to our service department and they have confirmed that you have spoke to the technician and you have an appointment scheduled for 2/1/2023. 

  Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you 
  
  

  Customer Answer

  Date: 02/01/2023

   
  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. An additional part is ordered and we will see if this fixes the problem. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/06/2023

  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 Commercial **** treadmill from Nordic Track now Ifit I believe back in March of 2021. After receiving the treadmill it worked great for maybe 4 months. Then a walking board cracked. It was replaced under warranty after I waited about 3 weeks. Then a couple months after that the treadmill began stopping. I was sent a new motor and control board. That worked for a few more months then the same thing. I was sent a new walking deck and new tread or track whichever it is called. The technician replaced that and adjusted everything under warranty again. I purchased an extended warranty as there were so many issues. Now the treadmill stopped again. I was sent a new control board and that was replaced recently. It worked for about 30 minutes and now it is stopping again. The technician feels it may be a walking board and track or tread. I, unfortunately, have to go through Ifit or icon (whichever it is) again to get parts. I have spent 2 1/2 hours on hold three different times with no answer. I tried emailing and submitting a ticket with no response. I am trying chatting but no one is answering. I have had this treadmill for about 1 1/2 years and am still making payments yet it is always broken and I have to spend half of my day trying to get through to anyone. This is a $3,000 treadmill that never works and I am so lost on what to do. Yes. I receive parts if I push for it but then something else breaks. At what point is it a lemon and I get a replacement? I can't afford to just buy something else nor should I have to. 5 repairs in a year and a half and now broken again is unacceptable. Every repair is made by an excellent technician but his hands are tied due to the warranty. Serial number is ************* Model: NTL ******* Date of Manufacture is ******* of 2021

  

  Business Response

  Date: 01/06/2023

  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.
  

  I have reached out to the service coordinator and have asked that the technician contacts you for scheduling to schedule a time to come back out and further diagnose the issue.  You should be contacted within ***** business hours for scheduling.

  Thank you!

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18696954
  
  I am rejecting this response because:

  you have blamed the technician I said was doing a great job.  Your lack of response before I filed this complaint is terrible.  I have logged over 6 hours of hold time in the phone with your business.  The treadmill worked after he left but as usual the treadmill broke which keeps happening.  Ive read several other complaints with the same issue. You cant tell me that you representative told me via chat which I saved not to email because you are 25 days behind and I would not get a response that you are even trying.  I received a rude voicemail tonight from a representative about parts.  I was at dinner with my family when I received the much less than professional voicemail which I saved for my records.  I expect a more professional response.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/09/2023

  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 looked over your account and the technician is currently working with the service coordinator to get this resolved for you as quickly as possible.  

  I can assure you we are working on getting this taken care of for you, the service coordinator is working with the technician to see what further parts may be needed.

  Thank you!

  Customer Answer

  Date: 01/09/2023

   
  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:01/06/2023

  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.

  We own a treadmill that came with an ifit membership promotion. After one year of use I didnt see the value and preferred manual runs, so didnt plan to renew. In 2021 I receive a renewal notice one month before the billing date which I believe is the law. I did not receive this in 2022 but just received the account charge notice of $420 on 11/26. I immediately reached out to customer service to note i didnt receive the renewal member and I need to cancel the account asap and receive a refund. On 12/6 I received a response from customer service offering another promo. I kindly declined saying I still need to proceed with cancel/refund. There has been no word since then, no cancel, no refund and Ive sent 4 further follow up emails with no response.

  

  Business Response

  Date: 01/06/2023

  Hello ********, 

  I am so sorry for the delays in getting this situation rectified, as well as for all of the confusion surrounding the refund. 

  I reached out to our Executive Team with iFit and I ensured that they got this taken care of for you. They confirmed the refund, as well as the clearing of all payment information within the membership database. Just so you are aware it can take a full billing cycle, up to 30 days, for that refund to show in your account. 

  I deeply apologize again for all the trouble this may have caused, and express our deepest appreciation for your continued patience. Thank you!

• Initial Complaint

  Date:01/06/2023

  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 the Nordic Track T7.5s treadmill in Jan2019. On 12.23.2022 I went to start it up and the console said iFit needed to perform an update, then the screen went white to the iFit screen and froze. I tried to reset and have been unsuccessful, that resulted in the AP3 error screen. I have spent over 4 hours on phone trying to talk to someone at iFit only to do a video call and all their tricks, reset, tapping, etc and then to be hung up on. I finally got through again and did the whole process again and was told console needed to be replaced. I do not feel that I should have to pay for the new console that I did nothing to break. I am not alone in this problem. The last gal that I talked to told me I could purchase an extended warranty or new console. I then called for warranty and they told me ineligible. Another waste of time on hold...I did not ask for this update, I do not subscribe to iFit, I should not have to pay to replace the console. My machine in currently useless.

  

  Business Response

  Date: 01/06/2023

  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.
  
  

  We apologize, it has not been confirmed by our developers that this issue was caused by the update. You will need to purchase a replacement console. You can do so by contacting our member services team directly or going online at iconservice.com. Please let us know if you have any questions. Have a great day!

• Initial Complaint

  Date:01/06/2023

  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 for $699. Which worked fine until the company made us update the software after which it was bricked. Has happened to many people if you look at comments on social media for ifit/ proform. Most of them just out of warranty (>1 year but <2 years). Companies customer service is horrible making you wait 3 hrs plus. And then want to pay for service and/or replacement. They intentionally brick your equipment and make you buy more without customer support

  

  Business Response

  Date: 01/06/2023

  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.
  

  Unfortunately, it has not been confirmed by our developers that this issue was caused by the update.
  

  Since you are no longer covered under warranty, you will need to purchase a replacement console. 

  You can do so by contacting our member services team directly or going online at iconservice.com. 

  Please let us know if you have any questions. Have a great day!