Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,264 total complaints in the last 3 years.
- 229 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:05/10/2024
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 Nordic Track Commerical 2950 July 24, 2021. Today is May 10, 2024. This machine has only worked for about 6 months out of the entire time I have had it. We are light users of this machine only really walking. I have techs out for warranty repairs since day 1. Here is case history with them. As of today 3 years later. I still can't use this treadmill. Case numberModel / SKUSerial NumberCase StatusSubmitted DateClosed Date 495255NTL19221PP200C0004318NewMay 09, 2024495254NTL19221PP200C0004318NewMay 09, 2024491170NTL19221PP200C0004318NewMar 04, 2024486641NTL19221PP200C0004318NewJan 21, 2024470772NTL19221PP200C0004318NewAug 29, 2023418190NTL19221NewNov 15, 2022417678NTL19221NewNov 13, 2022330990NTL19221PP200C0004318NewAug 16, 2021330987NTL19221NewAug 16, 2021
Business Response
Date: 05/10/2024
Hey *****,
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 sent your case to our product resolution team and they will be reaching out with more options other than continuing parts ands service. This process can take up to 14 business days. We appreciate your patience.
Customer Answer
Date: 05/13/2024
Complaint: 21693015
I am rejecting this response because: I want to see action and not just a simple email that they will escalate my case. I will close the case when I recieve actual action on this situation that resolves my 2 year battle with this unusable treadmill that they sold me.
Sincerely,
*********************Business Response
Date: 05/13/2024
Hi *****,
We appreciate your continued patience and working with us. Please notify us by the 14 business-day window whether you have been contacted, we will keep an eye out for this resolution and remain in contact with our team to make sure your issue is resolved.
Customer Answer
Date: 05/15/2024
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:04/29/2024
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.
iFit has an active recall on their NordicTrack 50lb iSelect Adjustable Dumbells, in good faith i returned the faulty product to them on January 29th. They are supposed to refund the amount of the purchase of $467.07, I have spoken to them on various occasions and they keep saying payment was sent, i was given 2 different dates on which they say the payment was sent and nothing has been done. I believe at this point this recall is fraudulent as i keep getting lied to when i speak to customer serviceBusiness Response
Date: 04/30/2024
Hello ****,
I'm sorry for the experience you have had, we completely understand where you are coming from on this matter. After reviewing your refund status your check was cut and mailed on 4/15/24 with domestic shipping with USPS. This will usually take 7-14 business days to arrive to you.
Thank you
Customer Answer
Date: 04/30/2024
Complaint: ********
I am rejecting this response because: I have been told that the check was mailed on April 8th, and was told previously it was sent on March 26th. Now this response says April 15th. Additionally It does not take 10-14 days to receive a letter from the USPS. I don't believe given the previous lies on the date the check was mailed that anything was mailed. So I would like to keep this case open.
Sincerely,
**** ******* ********Business Response
Date: 04/30/2024
Hi ****,
We completely understand where you are coming from and are happy to keep this open until you receive the payment. Thank you
Customer Answer
Date: 05/01/2024
Yes will keep it open, however you have yet to explain why I keep getting lied to when I call customer service and they give different dates as to when the check was mailed.
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ******* ********Business Response
Date: 05/02/2024
Hi ****,
We apologize for the frustration caused by this recall, we can assure you that we are diligently working through the recall volume to get refund checks out as soon as possible, We apologize that it's taking longer then the anticipated time frame. We can assure you that you will be receiving your refund shortly.
Thank you
Customer Answer
Date: 05/07/2024
Complaint: ********
I am rejecting this response because:You mention (this time) the check was sent on April 15th, and that it would take up to 14 days to receive, although the USPS does not take this long in delivering mail). Now it is the 16th business day, The 22nd day in general from April 15, and no check was sent. Do you have proof that this was sent or a check stub where you can prove this was actually sent (as I am certain it wasn't)?
Sincerely,
**** ******* ********Business Response
Date: 05/08/2024
Hi ****,
We apologize for the delay, we have cofirmed as of this morning 5/8/24 that your check was cut and mailed out in a bulk shipment with the United States Postal Service as of 4/15/24. We apologize for the delay you should be receiving it soon.
Initial Complaint
Date:04/25/2024
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.
My IFIt dumbell set was recalled. I sent the items back to Ifit as requested. I was told I would receive my refund check within 30 business days. At 31 business days I reached out to the company. They said my check was sent on 4/8/2024 and will arrive within 10 business days. At 11 business days I still had not received my check. I was told to wait longer. Now we are at 15 days since the check was sent and 60 days since i sent the product back. This is unacceptable. No one can verify when I will receive the check. I have also seen online that people are not getting their check and this appears to be a scam.Business Response
Date: 04/26/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this.
I have reached out to our billing team and they have let us know the check was mailed out on 4/16/2024 and it can take about 10 business days for you to receive it. You should be receiving it soon.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Customer Answer
Date: 05/02/2024
Complaint: ********
I am rejecting this response because:
It has been bow 13 business days since you claim this check was sent. I still have not received it. Your support has given me different dates of when it was or will be mailed.
Sincerely,
******* ***********Business Response
Date: 05/03/2024
Hi *******,
I'm sorry you haven't received your check yet, we can assure you that it has been sent, it was shipp on 4/16 with check number ******. They get shipped out USPS first class. If you don't receve it by monday please let us know.
Thank you
Customer Answer
Date: 05/06/2024
Complaint: ********
I am rejecting this response because:You asked to reach out if my check still had not arrived by today. I did not receive it Today and it still has not arrived.
Sincerely,
******* ***********Business Response
Date: 05/07/2024
Thank you for getting back to us!
It looks like the refund was still processing, please expect the refund to arrive by 05/16/24. I'm sorry for the delay once again. Until that day, I am unable to authorize a new refund to process. Thank you for your patience, and please send us a message if you do not receive the refund by the date above.
Thanks again.
Initial Complaint
Date:04/24/2024
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 bought a treadmill at the end of January from iFit. Spent $1,388 and change for it. Checked a statement on my credit card I used this month and found out they've been charging me $41.73 for February and March, twice, and now they refuse to reimburse me. They said it's a monthly membership program to get extra benefits that I would have never ordered, and the salesman never mentioned. I bought the unit on the phone, not once was a membership brought up. I bought a treadmill and the extended warranty, I would have never signed up for a monthly fee ongoing. So they took $83.46 for 2 months and now all they did was cancel it and took my credit card off of their system. They say it's policy and will not give me my money back. When I asked for a manager I got an email address, they said that managers weren't taking calls. ***********************************Business Response
Date: 04/26/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this.
We have a 14 day refund policy for the monthly membership. As we did not hear from you within the first 14 days we are not able to refund those charges.
You are welcome to reach out to our IFIT support at 1-833-680-iFit (4348) with any questions.
Thank you
Initial Complaint
Date:04/23/2024
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 stopped working in December. I filled my request for service. It took a month for a service person to be scheduled and to evaluate the issues. It took until February for the parts to arrive. The technician came in March to install the part to fix the belt, but ordered the wrong part for the fans. Had to wait for the technician to upload his notes (took 3 weeks). After several calls and emails, the part was sent. I had to call and talk to two service people to get the service waived because of the technicians error. I was told that the service tech would call me in 3-5 days. It has been 14 days and I have yet to hear from anyone. I reached out again today 4/23/24 and I am being told to call back again because I have to pay a fee. I have been very patient and am not satisfied with the process what so ever. All I am asking for is my part installed with no additional cost as soon as possible please.Business Response
Date: 04/24/2024
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 had this service order escalated for you and the technician should be contacting you within ***** business hours for scheduling to help get this resolved for you as quickly as possible.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank you
Initial Complaint
Date:04/23/2024
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 Nordic Track treadmill early January 2024 which came with 1 complementary month of iFIT subscription. After using iFIT for the last 4 months, I reached out to iFIT support to adjust my subscription to the individual plan from the family plan I was automatically signed up to. The iFIT support personnel informed me that the individual plan was discontinued, replaced with the "train" plan. This new iteration DOES NOT let you use the fitness software intended for use on the treadmill for $15 a month. Instead, iFIT wants individuals to spend $35 for a family plan whether there are multiple users or not. I would have purchased a different treadmill if I had known that the integrated tablet's functionality would be locked behind a $20 difference in plans. Very disappointed in the predatory plan features.Business Response
Date: 04/23/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this! I have gone ahead and downgraded you to the individual plan we offered previously. As long as your billing information is up to date it will automatically renew and you can stay on the individual plan.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.
Thank you
Customer Answer
Date: 04/25/2024
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:04/22/2024
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.
Company recalled its adjustable dumbbell set due to a safety issue with the weight plates not staying secure, I completed the recall form and return the dumbbells back in early February as instructed in the company's product recall notice. I was informed it would take 30-days for a full refund to be issued and despite following up on several occasions, the company has yet to issue its product refund as promised.Business Response
Date: 04/23/2024
Hello *****-
We are so sorry about the inconveniences and the frustrations that you have experienced with this and for the delays. It does take 30 days from the date our billing team receives the information to process the refund. Our billing team received this on 4/9/2024 so it can take about 30 days from that date.
You are welcome to reach out to our Member Services at ***** *************** with any questions.
Thank you
Customer Answer
Date: 04/23/2024
Complaint: ********
I am rejecting this response because I completed Ifit's product recall notice, provided pictures of the defective weight set, and proof of purchase as ifit required to receive a refund.Ifit then provided me with a UPS label and box to return the handles of the adjustable dumbbells which was delivered to ifit on 02/14/24 (See UPS Proof of Delivery Attached). I subsequently followed up with Ifit on several occasions and was initially advised it would take them 30-days to process my refund. Also, Ifit's representative Melody last advise a check would be sent on 4/16/24 per the attached email correspondence. However, Ifit has yet to send a refund check and is unable to advise of actual date they will honor their promise. Their previous reply is generic and lacks actual specificity in relationship to my actual claim.
Sincerely,
***** *******Business Response
Date: 04/24/2024
Hello-
We do completely understand where you are coming from and sincerely apologize. We expect to have your refund on the way to you by 05/09. We do sincerely apologize for the wait times.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Customer Answer
Date: 04/26/2024
Complaint: ********
I am rejecting this response because I have been promised several dates before in which the refund would be issued. However, these dates come and go without actual follow through by Ifit.
Sincerely,
***** *******Business Response
Date: 04/29/2024
Hi *****,
We apologize for all you have been through, we have confirmed that your refund is in progress and it can take up to 30 days to process before the refund is sent. We can assure you that we are working on getting it resolved as quickly as we can.
Thank you
Customer Answer
Date: 04/29/2024
Complaint: ********
I am rejecting this response because the business has said this many times since February with no actual follow through. Its the old "the check is in the mail" without actually placing the check in the mail.
Sincerely,
***** *******Business Response
Date: 05/01/2024
Hi *****,
We apologize for all you have been through, we cacn assure you that we have issued a refund, please let us know if you do not receive the check by mail as of 5/10/24. Thank you
Customer Answer
Date: 05/06/2024
Complaint: ********
I am rejecting this response because Ifit has indicated this many time over the last several months with no actual follow-through of sending the recall check as promised.
Sincerely,
***** *******Business Response
Date: 05/07/2024
Hey *****,
I'm sorry to inform you again that our team has indicated me your check will arrive by 05/09/2024.
Unfortunately, I must ask that you wait until that date. At which point, if the check has not arrived, we are able to take more steps toward a new solution. Because our records indicate that the refund is being mailed as of 04/09/2024, I have to wait until the 30-day window from that date until we can attempt another solution.
I appreciate your patience, please let me know by the date provided if the check has arrived.
Initial Complaint
Date:04/21/2024
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 forced to subscribe to a membership to unlock my treadmill. I immediately contacted ifit to let them know I did not want a subscription as I planned to use the treadmill in manual mode. This was on 3-14-2024. I followed up on 3-25 as I had no response. On that day, I received an email offering a lower priced subscription. I immediately responded saying I was not interested and wanted a full refund. On 4-2, I reached out again as I received no confirmation of my refund. I received yet another offer to reduce the fee amount. I again declined. On 4-9, I finally received confirmation that I would get a refund but they listed the last four of a credit card that I do not have. I reached out yet again with no response.Business Response
Date: 04/22/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this!
The charge will be refunded back into the account that the charge came from. As long as the account is still open you will still receive your refund to that account.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 04/22/2024
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.
If they actually follow through with the refund they have claimed to make.
Sincerely,
*********************Initial Complaint
Date:04/17/2024
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.
This is about ifit subscription for their family plan($39) I never explicitly opted in. I bough a $2000 tradmill from norditrack in the month of Jan 2024 and as part of their promotion they offered one month of free ifit subscription. I never gave my credit card details for subscription.After the purchase of the treadmill equipment, I also got phone call from them and followed up with email offering me discounted price of subscription. Which I never signed and I also confirmed and I was told that my paid subscription will not start till opted in. I also got few emails of the same offer. I never took anyaffirmative action. I assumed that my subscription lapsed and couple of days back (4/15) I saw charged of their monthly charges in my credit card dated 4/13. When i chexked further and found that they charged my previour month as well i.e 3/13. I contacted them and asked to refund for 4/13 and 3/13 as i nevrr signed up for the same. They just refunded for 4/13 and refused to refund for 3/13. I would like to reach out to them through you for getting my refund and ask them to stop this malpractice of their.Thank you ********************* My ifit profile - ****************Business Response
Date: 04/18/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your 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 ************ of contact for any assistance you may need moving forward.
After reviewing your account, I've gone ahead and issued you a refund for the March 2024. 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: 04/18/2024
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:04/15/2024
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.
Beware iFit's business model. Very unfair and predatory billing. $396 for a year "subscription", that auto renews regardless whether you use or even still have the products with their software, and if you don't catch it within their narrow ******************************************************* done anything with it, you lose your money. FOR THE ***** No starts when used, no pro-rated refund, they just pocket ALL of the $396 for doing literally nothing at all than sitting on the fact that their services are forgettable and people will miss the charges popping up.Business Response
Date: 04/16/2024
Hi ********,
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 ************ of contact for any assistance you may need moving forward.
After reviewing your account we have gone ahead and made a courtesy refund of the $396 for your membership. I have also cleared your method of payment to avoid any further charges.
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
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