Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,173 total complaints in the last 3 years.
- 219 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2024
Type: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 pro form on line Costco 9/22/23. While still under warranty. Pro form ifit was called for service. Monitor off treadmill wouldn’t work at all in July 24. No service for 1 month. Per them I asked if I got service man in my area faster could I have them look at it and repair would they reimburse. They said yes. Order number of new treadmill bought **********. ***** ****** Item #1654497. So I had Mr appliance come out and fix they did. I sent receipt of repair and purchase receipt in to Natalie L******* and angel F**** and iris c***. Awaiting reimbursement. They would only cover $150 of $884.17. I said no they argued we me. I have not received any reimbursement at all. Mr appliance ph# ********** invoice *******. My name **** ****** total treadmill purchase price $1062.49. Treadmill model Pftl67733.2 serial #*************. I’m asking for help to get my reimbursement of repair like they promised. Mr appliance other ph # ****** ****. Or **********. Pro form trainer treadmill 8.7. IFIT INC **** *******.LOGAN UTAH 84321-9813
Business Response
Date: 10/07/2024
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account it does appear that you have a refund check that was mailed on on 9/24/2024 in the amount of $125. This amount is for the amount of the service call. Any additional parts that were not ordered through us directly are not covered under your warranty. Warranty parts must be ordered directly through us.
If you have any further questions, please feel free to reach out to me.
Thank you
Initial Complaint
Date:10/01/2024
Type: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 treadmill expensive again has problems i contacted ifit but never fix this issuesBusiness Response
Date: 10/02/2024
Hi ***,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After looking into your account, I do not see any communication from you since June in which chats were disconnected for no response. Can you please tell us what's going on with your machine? any info you can provide will be appreicated.
Thank you
Initial Complaint
Date:09/25/2024
Type: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.
My complaint is the recent change in iFit memberships. I have 2 Nordictrack Machines, the first of which i purchased(bike) around 6 years ago. I then purchased a rower a little over a year ago.When I purchsed these the whole selling point was the interactive workouts through the consoles provided by iFit. They had a single membership plan ( which was much less expensive) and a family plan which was significantly nmore and both provided interactive workouts thru the console. This year they have basically done away with individual plan all together. I am the ONLY one who uses my machines. They now only offer a pro plan which is around $400 a year which allows for multiple useers and continues to be interacive through the consoles. They did away with the individual plan (mine will expire oct 7 2024) and for the same price offer what they call iFit TRAIN--WHICH DOES NOT LET YOU USE IT ON THE CONSOLES OF THE MACHINHES -WHICH WAS THE SOLE PURPOSE OF PURCHASING MACHINES WITH CONSOLES--FOR THE INTERACTIVE WOKOUTS. They are effectively forcing single users to purchase a much more expensive plan for multiple users in order to have interactive training through the console on the machines. They replaced the single membership with the IFIT-TRAIN for the same price but ONLY allows usage through the IFIT APP and NOT on the machines. THIS IS NOT RIGHTBusiness Response
Date: 09/26/2024
Hi *********,
Thank you for taking the time to address the issues you have encountered. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We would be happy to offer you a one time courtesy individual membership for $144 a year. This will give you all access to the features of a pro membership but for only one person. We are no longer offering this option so it's a grandfathered in option, as long as your billing info stays up to date and you auto renew every year this will be available to you indefinatley.
Please let us know if you would like to proceed with this option.
Thank you
Customer Answer
Date: 09/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will say I did also receive an answer on their ******** site and the ***resentative there went into my account and did set it up so I can accept that membership. That *** was very helpful and I am very satisfied with the prompt response from iFit
Sincerely,
********* ****Initial Complaint
Date:09/25/2024
Type: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 Commercial 1750 treadmill, which is only approximately a year old. This treadmill has had VERY, VERY little use as I normally use the treadmills at the gym that I go to; however, I due to time constraints, I have started using this treadmill at home for essentially the first time (I used it only once or twice when I first got it). The incline on this treadmill does NOT work and it also does not always power on. I have to reset it multiple times in order to get it to power on. Also, the buttons on the console no longer work to control speed and incline, and the fan no longer works either. I paid approximately $2500 for this treadmill and I expected FAR better quality. I've had cheap $800 treadmills that have lasted FAR longer than this one. I expect a FULL REPLACEMENT of my treadmill immediately. I need this for health reasons. If it is not replaced, I will be reporting this to the ************************* in my state as well as taking civil legal action.Business Response
Date: 09/25/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your treadmill. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We searched through our system and was able to locate your account, however it does appear that your machine has been registered with us, we ar happy to get this done for you so that we may continue to assist you. Please provide the following so we may continue looking into your request.
MODEL #:
SERIAL #:
These will be located on the frame of your machine on a white or silver sticker and have numbers only available on there that are specific to your machine.If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:09/19/2024
Type: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 brand new treadmill, directly from iFIT/NordicTrack. I opted for white glove delivery and installation to avoid issues. Upon delivery, it was damaged by the iFIT provided installer upon delivery and was not usable. They left and I was offered no support other than to contact iFIT, who then would not communicate with me for almost a week. I requested replacement or refund. IFIT said it must be serviced first. Before I ever could even get a first try of the machine, it was unusuable. It took almost a month to get service, then multiple parts were replaced, due to damaged iFIT installers caused. When the parts were replaced, I was left with a refurbished device, even though I paid full price for a new machine. I negotiated over months for assistance from iFIT to no solution, then denied refund or replacement due to more than 30 days passing, which was caused by their own service delay. I am looking to just pay a reasonable refurbished rate versus the full price I was charged, or replacement with a new machine. I have made multiple attempts to talk to a person and get escalation to management to review, with no support from iFIT. More details can be provided but this is the summary of a long ongoing event.Business Response
Date: 09/20/2024
Hi *******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company.
After reviewing your account, we can offer you a total credit of $175.50. If you would like this amount to be applied to your account please respond to this email stating so.
Thank you
Customer Answer
Date: 09/21/2024
Complaint: 22309763
I am rejecting this response because:The cost of a refurbished treadmill would be $799. I feel the difference in cost between what I purchased as new and the refurbished machine cost, as that is what I was provided, as I never was able to use it in new condition. I feel that would be a fair solution, while it still does not cover my costs to take time off from work to meet the repair person, it would allow us to resolve. Please let me know your thoughts and options
Sincerely,
****** *******Business Response
Date: 09/25/2024
Hi ******,
We apologize for the confusion, your machine is not a refurbished unit as all parts are brans new and the unit was always brand new so that does not make it refurbished. We have gone ahead and added 3 months of ifit to your membership and would be happy to go ahead and restart your manufacturer's warranty to show the active date as the date that your unit was repaired.
We apologize for all you have been through. If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 09/26/2024
Complaint: 22309763
I am rejecting this response because:I disagree with the statement the unit was always new after parts were replaced. When seeing the nature of how the parts had to be removed, and how many were replaced, it is the difference between new and like new. It is akin to removing an engine from a car and then putting in a different one. Parts never line up the same. I also have had much time involved in this and had to take off work multiple times to meet the technician for the machine repair. I think my request to just focus on the refurbishing cost difference is reasonable to remedy where we are, versus also taking into account value of time loss, and I do not think an iFIT membership is a suitable resolution.
Sincerely,
****** *******Business Response
Date: 09/27/2024
Hi ******,
The request made is not something we will be moving forward with. We have researched as well and have found this was also discounted as requested in the past for the inconvenience. This is the max compensation billing is and was able to give within the return policy time frame which we are now outside of that. The compensations we have provided is what we are willing to provide and the warranty has already been adjusted.
Thank you
Initial Complaint
Date:09/19/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a treadmill from ProForm- which I am told is owned by iFit. The treadmill was shipped- and the shipping box was damaged upon being placed on my property. When we opened the box- the treadmill had damage to it- not affecting the performance that I can tell- but the decals are scratched off and the plastic pieces were popped off, which we popped back on. This treadmill is displayed in my home and for what we paid for it- it should not have visible defects being brand new. I have attempted to open a ticket- with very little response (only one email which is attached). I have heard nothing else. I tried to chat- and an agent by the name of Margaret (who is not properly trained or just challenged in the critical thinking department), told me to "take off the red tape so she could see the issue". The red tape she is referring to is the decal and parts that are damaged. She is claiming she cannot see it clearly in the pictures attached. Which is not true. It is clear as day in the pictures I sent. They keep telling me I have to video them. I work the same hours their business is open- and cannot video. I have tried to chat 4 times. I have emailed in the SAME INFO over and over, and I am getting no where. I either want a treadmill that does not have defects or I want a substantial update on my owed amount. First for the defects if I am keeping the treadmill as is, but then for the absolute headaches in trying to just get any form of service or service response. It was damaged- I send pictures as we were opening the box- and it has been crickets and just incompentence since. I just want this resolved. No phone calls- I want to document everything from this challenge so if I return or have to take further steps- I have records.Business Response
Date: 09/20/2024
Hi Erin,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
after reviewing your account we can confirm that the part damaged was ordered as of 9/19/2024. Please allow 7-10 business days for the part to arrive. We can go ahead and get a credit of $74.50 applied to your account for your troubles.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 09/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22309610, and find that this resolution is satisfactory to me. I will await the parts. I apologize it had to come to this- but after multiple failed attempts to get in touch with the organization and representatives who would not assist me, I had no other options.
Sincerely,
Erin PetersInitial Complaint
Date:09/18/2024
Type: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.
The Fit on my x11i treadmil stopped working sometime in 2023. I was away on business for 6 months and did not realize the problem until December 2023. I spent hours on the phone with their company techs at the end of 2023 and they said the software is no longer supported even though at the time I had an extended warranty. I have been researching solutions for some time. I have a x11i model that is supposed to work in manual mode without the Ifit but it does not let me set it to manual mode. There is a class action suit I heard about today but I also saw where some customers contacted the BBB to get a resolution. I thought I would start here to see if you can help. Thank you.Business Response
Date: 09/19/2024
Hi Guy,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company.
After reviewing your account, we see that your model was one of our models who's software is no longer being supported. Please see our public notice ********************************************************. This being said, if your machine no longer works in manual mode a new console would be needed. After reviewing your model it does appear that your console is no longer being manufactured. We would be happy to offer you a new machine at a discounted rate of 10%.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youBusiness Response
Date: 09/24/2024
Hi Guy,
If you feel you have been impacted by the class action, you are welcome to join it. The machine you have is over 7 years old, which is why we are legally able to discontinue the software support. Member are able to still use the machine in manual mode, as long as the hardware has not malfunctioned, meaning the operating system of the tablet your machine has. We apologize for what you have been through and the offer still stands if you choose to replace the unit.
Thank you
Customer Answer
Date: 09/24/2024
Complaint: 22303993
I am rejecting this response because: I had the console replaced a few years ago. There was nothing wrong with the latest console until you discontinued the software. The manual mode button does not work on this console. I have read of others having the same issue. We can't even find a reset button on the console to go back to the factory settings to see if that might enable the manual mode selection. I don't care if the machine was 20 years old. If it was working fine before you discontinued the software it makes what you did disgraceful. Is it in the fine print that you can discontinue the software to make it no longer work after so many years? If so, we certainly did not expect that to happen. We will not buy another IFit machine and we will warn people against buying any of the products since you feel you can discontinue support when you so choose. These machines are too expensive to have this happen.
Sincerely,
Guy HillInitial Complaint
Date:09/14/2024
Type: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 July 26th, I purchased an L6 City treadmill. Unfortunately, upon receiving it, I found that the belt was misaligned. I reached out to customer service and spoke with two representatives, which resulted in numerous hours on the phone as they attempted to guide me through fixing the issue. After this extensive conversation, they finally agreed to send a technician to address the problem. However, when the technician arrived, the issue remained unresolved. He claimed to have aligned the belt, but it was still clearly misaligned. He suggested that the treadmill's frame might be twisted and advised me to contact iFit for further assistance. I followed his recommendation and explained the situation to iFit, but the technician did not respond to them. Now, nearly two months have passed, and although I received a request for a new technician, it has been more than five business days without any follow-up call. This experience has been incredibly frustrating, and despite my requests for a refund, I have yet to receive any response from iFit.Initial Complaint
Date:09/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a NordicTrack Commercial 1250 for nearly $2,000 and the machine prioritizes additional upsales and login tracking information over functionality to the point that the machine is unusable. I can not get my machine to just simply function.Business Response
Date: 09/13/2024
Hi Christopher,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account, could you please send us an video of the issue you are experiencing so that we can see exactly what's going on with your machine? please email it to ********************** with your complaint number in the subject line.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:09/11/2024
Type: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 was charged for an automatic renewal that was $190. i reached out to the company immediately after reading my credit card details. i read that if it was within 30 days and if i had bought my original subscription from ifit.com and no other outlet (i.e apple app store etc) i would be eligible for a refund. i have had three emails back from the company asking for more information and trying to offer me a lower priced subscription. Each time i replied with the necessary information and a polite but firm “no thank you, please refund my money” only to get another email back a week later saying they were offer it me another low price subscription. i emailed them again yesterday, letting them know i would be reporting them to the bbb within 24 hours because not only have i not been refunded the money, but now it’s been sitting on my credit card for a month and i’m being charged interest on a purchase i asked to be canceled within 24 hours of charge. This is not right and other consumers need to know about how shady this is.Business Response
Date: 09/12/2024
Hi Alexea,
Thank you for taking the time to address the issues you have encountered with your (machine name). We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We have gone ahead and issued you a full refund. please allow 3-5 business days for that to reflect your account.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22274545, and find that this resolution is satisfactory to me.
Sincerely,
Alexea Rhodes
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