Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

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:07/26/2024

  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 ordered a bike on June 18th and they haven't been able to deliver the bike. I paid for the delivery and set up. Nordictrack outsources delivery to AIT. It took me weeks to get on their schedule (which was confirmed by email several times), and when I did, they didn't show up. When I called, and waited over an hour, they said the delivery was put on a crews schedule that doesn't deliver to my area. I spoke to a manager who promised to work with my schedule to get this delivered and we choose a date. The company then send another date that didn't work for me and when I called, they said they would have a manager call me, but they never did. Every time i call, they hang up on me. They have my bike and won't deliver it. NordicTrack has washed their hands of this because they already have my money.

  

  Business Response

  Date: 07/29/2024

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your delivery. 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 order it does appear that the delivery company has made contact with you with a delivery date of 7/31/24 between  12-4pm. Please let us know if this is still the plan and if you need any further assistance. 

  Thank you 

   

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22049845
  
  I am rejecting this response because:  The delivery company changed the delivery time again after I had already rearranged my schedule. When I complained about this, they hung up on me.  I have no option but to continue to rearrange my schedule AGAIN to fit Nordic Track's constant changes/cancellations of delivery because they really don't care whether I get the product after they received payment. I'm not sure I'm every going to get this bike. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/01/2024

  Hi ******, 

  After confirming with our ******************* it appears that your machine was delivered yesterday 7/31/24. We are happy to add 3 months of free IFIT membership to your account as a token of our appreciation. 

  Thank you

  Customer Answer

  Date: 08/04/2024

   
  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 did finally get the bike. However, this took 2 months, a dozen phone calls and rearranging my schedule 3 times. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/24/2024

  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.

  Ordered treadmill and recieved wrong unit. Called delivery driver and told him to come back and he refused. Called Nordictrack and made them aware of the issue. A week went by with absolutely no resolution to this issue. So I have a $1400 unit in my home and pd $800 more than that.Today I emailed Nordictrack back and told them to come get their unit. We are tired of the run around. On top of this, only one person was sent to our home to install the unit, so "white glove service" was NOT given.

  

  Business Response

  Date: 07/25/2024

  Hi ****,

   Thank you for taking the time to address the issues you have encountered with your delivery. 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 see that the *** (White ***** Assembly) is being refunded back to you, please allow 7-10 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 you
  
  

  Customer Answer

  Date: 07/25/2024

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

• Initial Complaint

  Date:07/23/2024

  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 purchased a treadmill from NordicTrack back in March 2022. Since owning this treadmill it continues to squeak when using. We contacted the company in May 2022 to report the problem. They sent a tech out that said it was the frame that raises the treadmill and it need to replace it. They sent the part. The next tech that came out said that wasn't the issue. It continued to squeak so they sent out a new roller. The next tech that came out said the roller was not the issue the frame is bent from the factory and the treadmill needs to be replaced. NordicTrack instead sent a kit to dampen the noise and sent a different tech to install. The tech came and said that is not the problem. This issue is now over 2 years old and Norditrack refuses to replace the defective treadmill and just keeps sending techs out to look at it. In fact one is coming next week. We spent well over $2,000 for the piece of equipment and just want a treadmill that does not squeak loudly every time you use it. I have also sent them numerous videos to document the loud noise

  

  Business Response

  Date: 07/25/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with scheduling. 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 reaching out to our service department, they have confirmed that your appointment is scheduled for 7/29/24. 

  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 you
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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 products on the accessory side of iFit using a credit card ($22.67) and a gift card ($100). I had to do a refund of an item due to it not fitting. iFit is refusing to first issue credit to my credit card and instead issued the $30 refund to a gift card. I want my credit card refunded first at $22.67 and the rest can go on a gift card. They also need to provide me with the gift card information as they have yet to do this for the refund they claim they issued.

  

  Business Response

  Date: 07/18/2024

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your purchase. 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 reasoning behind the refund is because the gift card was used for more then 80% of the purchase it will automatically be refunded back to your gift card. We are unable to refund it back to your credit card. 

  Thank you 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21993562
  
  I am rejecting this response because: I paid money on a credit card that should be refunded first prior to any gift card refunds. I was never informed that this would be the resolution and feel it is unacceptable. No other business operates like this! 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/18/2024

  Hi ******, 

  we apologize for the inconvienance, as stated in our refund policy "After we receive your product, we will issue a merchandise credit if authorized by this Policy within 30 days to the address you provided with your original purchase." We do not issue refunds only store credit. 

  Thank you 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21993562
  
  I am rejecting this response because: I have yet to even receive the gift card information you supposedly refunded this to... how is this legal?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/19/2024

  Hi ******, 

  Our IFIT shop manager has asked that you send him a direct email at ********************************* with questions regarding the gift card. They will be able to get sent to you. 

  Thank you 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21993562
  
  I am rejecting this response because: I shouldn't have to do additional outreach, your communication channels are clearly flawed and at one point I was on hold for over 50 minutes before hanging up. You didn't do this right to begin with and need to fix it via the BBB or I will continue rejecting everything. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/23/2024

  Hi ******, 

  We have confirmation that your gift card has been sent to your email. Please let us know if you have any further questions. 

  Customer Answer

  Date: 07/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I completely disagree with this policy and feel they should refund my credit card I can see I am getting no where. Buyers should beware to never use this company if they want to return anything. Horrible business and just ready to be done with them! I plan to sell my equipment as soon as my subscription is over and tell anyone I can to NEVER buy anything from Nordictrack, Proform, or iFit! Hope they enjoy losing my subscription business over this shady practice. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/15/2024

  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 purchased a treadmill (our second from Nordic Track in 20 years because it is a quality product). In regard to the iFit membership - we never wanted it, subscribed to it, or used it.This iFit membership is a a known scam. We are seeking restitution for all monthly charges

  

  Business Response

  Date: 07/16/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your IFIT membership. 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 have confirmed that all your charges are processing as of 7/15/2024. Please allow 7-10 business days for that to reflect your account. We have also gonne ahead and cleared your payment method to avoid further charges. 

   

  Thank you
  
  

  Customer Answer

  Date: 07/19/2024

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

• Initial Complaint

  Date:07/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nordictrack treadmill that came with a 30 day free trial of ifit. I never wanted this service and never used it. Clearly ifit received my credit card information from Norictrack which was never disclosed to me. I just received a membership fee charged to my credit card that I never signed up for. This was proven by having to create an ifit account in order to cancel. How can I have an ifit account and receive a charge if I never made an account? The account was just now made in order to cancel. This is an absolutely asinine way to run a business. Making millions off of memberships that people don’t sign up for and don’t use.

  

  Business Response

  Date: 07/15/2024

  Hi ******,

  Thank you for taking the time to address the issues you have encountered with your IFIT membership. 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 were able to go ahead and issue a refund for both the June and July charges. Please all 7-10 business days for that to reflect your account. We've also gone ahead and cleared your payment method so that you will not be charged for anything further charges. We apologize for all you have been through in getting this resolved. 

  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 you
  
  

  Customer Answer

  Date: 07/15/2024

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

• Initial Complaint

  Date:07/09/2024

  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 purchased the IFIT Proform 325 CSX recumbent bike on 03/26/2024. When we tried to assemble the bike, we found that the seat assembly was defective and therefore the bike was not operable. We contacted IFIT and had to wait until June 3, 2024 for a technician to come to install new parts. He was here for 4 hours and still was unable to resolve the problem. He had never worked on IFIT recumbent bikes. The technician was to turn over his report to IFIT and this was confirmed by ***************************** at IFIT. She, in turn, forwarded this report to her supervisor, ***********************. We waited for a considerable time with no word from IFIT. Finally, on June 24th, we reached out again to ****************** and on June 26th, he responded that he would resolve the issue ASAP. It is now July 9th and we have heard nothing. We have now gone three months with a machine that cannot be operated. We have been extremely patient and have always acted in good faith throughout this ordeal. IFIT has not honored its warranty and, at this point, we ask that IFIT simply issue a refund. Thank you,***********************************

  

  Business Response

  Date: 07/11/2024

  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 appears that you have an open service call with one of our technicans, This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

   

  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 you
  
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21962845
  
  I am rejecting this response because:
  IFIT is again proposing that the service company that they used last time and who were unable to fix the machine be used to once again. IFIT states that this company would contact us within 3 or 4 days. It is now July 16th and we have heard nothing. All of this just continues to delay our opportunity to use the machine. We would, at this point, request a refund. We have gone much to long without a repair and it is obvious that the service company is not providing service that would enable us to use the machine.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/18/2024

  Hi *******, 

  We understand the tech that was sent you to was unsatisfactory, we have gone ahead and issued you a different tech for a second look at your machine. Your service order is SO-2900310. Our service coordinator has also issued some parts that the tech may need. Please allow 3-5 business days for the tech to reach out for scheduling. 

   

  Thank you 

  Customer Answer

  Date: 07/26/2024

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

• Initial Complaint

  Date:07/07/2024

  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 NordicTrack S22i in 2021 using TDfit loan that was offered. Screen recently just stopped working and troubleshooting didnt help. After looking it up myself I found that this is a very common issue with this bike. Im very dissatisfied that I am now stuck with this bike that I cannot use and would have never purchased if I had known about this common issue. I also have a few payments left on this machine that is literally uslelsss.

  

  Business Response

  Date: 07/09/2024

  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. 
  

  We have gone ahead and issued you new console. Your order number is ICS9909305 please allow 7-10 business days for shipping. You may track it once it ships at www.ifit.com 

  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 you
  
  

  
  

• Initial Complaint

  Date:07/01/2024

  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.

  Apparently IFIT will use the information received to sign up an account and charge your card without authorization. I don't want a membership. I need authorized the membership. Awful customer service. No one answers the phone and it is impossible to get money back. SCAM

  

  Business Response

  Date: 07/02/2024

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your IFIT membership. 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 have gone ahead and issued you a courtesy refund of $39 for the auto renewal. Please allow 7-10 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 you
  
  

• Initial Complaint

  Date:07/01/2024

  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 several problems since purchasing my treadmill. I called for service and they enrolled my in 3 years of iFit onto my payment plan, which I didn't request. They were very shady in how they set this up as I didn't request or agree to it and they pretended they were helping me to service my machine.I recently attempted to use my treadmill and it doesn't work. As I was chatting to get support, the agent ended the conversation before I got any resolution. I called in to follow up and get support and the agent who answered the call was so incredibly rude and condescending and unwilling to offer any support. This is incredibly frustrating as I have taken excellent care of this treadmill and to already have technical issues and am unable to get any support is really disappointing.

  

  Business Response

  Date: 07/02/2024

  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. 
  

  I'm happy to help answer any questions you may have, can you tell us a little bit more of what the issue is with the treadmill? after reviewing your account, I can seee that a new console was ordered for you and recently delivered to you. Was your issue resolved with the console? 

  I hope to hear from you soon, 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!