Business Profile

Exercise Machines

iFIT

Headquarters

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 Complaint

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:04/23/2024
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 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: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.
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: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 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: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.
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 you

Customer 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:Order 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.
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
Initial Complaint
Date:04/15/2024
Type:Order 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 own a treadmill that has an extended warranty purchased through iFit that needs servicing. They have ignored all of my support tickets for a year apart from sending canned email responses. They are telling me to disassemble the treadmill and check for faulty wiring. This company needs to be held accountable for their lack of honoring an extended warranty that is supposed to cover things like this and send someone to service the machine.
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 issued you a replacement console, along with a technician to come out inspect your machine and install the new console. The cosole will ship directly to your home, but the techician will be notified once it arrives at which point he will be contacting your for scheduling. Please allow 7-10 business days for shipping. Your parts order number is ICS9878576 you may track it anytime 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:04/15/2024
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.
To whom it may concern, my name is *******************. I was told of a recall for the NordicTrack 50 LB iSelect Voice-Controlled Adjustable Dumbbells back towards the end of January of this year. I got in contact with the company and sent the item back. On Feb 16 I was told that my refund check for the recall was approved. I was told to wait 2 weeks for the check to arrive via mail. The person did not know if they where using ********* or some other carrier. I let a few weeks pass by. I then contacted them and asked them what was going on, why had the check not arrived they told me that I had to give it a little more time. Then after 2 months I talked to them again, they informed me that I am supposed to wait 30 "business days" not counting weekends. That I would get to me sometime mid March. When it did not get there I talked to them again, this time they told me that the check was never sent out. That they wait 30 days after approval to send the check out. That I would get it by or before today 4/15/2024. The fact is that I have not gotten the check, I contacted them this morning. They told me that I have to wait another 30 days starting from 4/9/2024. Basically they are starting the process all over. I told them that the answer they gave me was not satisfactory. They supposedly talked to a "manager" and promised to try and send it out by this week. They told me that I should get it in 2 weeks time. At this point I think they are just trying to lead me by my nose and I will never get this check. I am hoping you can help fix, expedite etc this situation. I do not know what else to do.
Business Response
Date: 04/15/2024
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 direct point of contact for any assistance you may need moving forward.
After speaking with our leadership team, they have confirmed that your refund is currently processing, its just taking our company longer then expected to work through all the recalls. We apologoize for the delay and can assure you that we will get your refund mailed out as soon as possible for you.
Thank you
Customer Answer
Date: 04/15/2024

Complaint: 21576526

I am rejecting this response because:This is the same response i got in February, March and April. Not only that, you guys keep adding 30 business days (Monday-Friday). Therefore the 30 business days give you all over a month each time you all recycle my payment. I want my money. It has been since February 16. I expect the check in my hands in 2 weeks. Like your rep said today earlier in the morning. I have had enough with your company giving me false dates and information. Thank you

Sincerely,

*******************
Business Response
Date: 04/16/2024
Hi ****,
I apologize for the delay, after digging more into your case, our ****************** has confirmed that your refund is due to mail out with our batch next week. Please allow 7-10 business days after that to receive your check via USPS.
Thank you
Customer Answer
Date: 04/16/2024

Complaint: 21576526

I am rejecting this response because: i was told that the check was shipping out this week not in the next 7-10 days at least this time you all are not saying 30 days plus. I am assuming that the 7-10 days are business days not including weekends? That also means that the time line saying that i would get it in 2 weeks from april 15 is not going to happen right?

Sincerely,

*******************
Business Response
Date: 04/17/2024
Hi ****,
We apologize,after digging more into your case, our ****************** has confirmed that your refund is due to mail out with our batch next week. Please allow 7-10 business days after that to receive your check via ***** It could be sooner depending on how long the postal service takes to deliver it once it has been shipped. We appreciate your patience as we work through all the recalls and get them refunded. Thank you
Customer Answer
Date: 04/22/2024

Complaint: 21576526

I am rejecting this response because: has the check been mailed out yet?

Sincerely,

*******************
Business Response
Date: 04/23/2024
Hello ****-
We apologize for the delays and for any frustration this has caused for you. The check is being sent out as of today for you.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.
Thank you

Customer Answer
Date: 04/26/2024

Complaint: 21576526

I am rejecting this response because: i need to make sure you guys actually sent the check. Can you please provide the shipping information? Also, im going to keep this ticket open until my money is back in my account. I dont trust your company at all.

Sincerely,

*******************
Business Response
Date: 04/29/2024
Hi ****,
The check is sent through **** so we do not have a tracking number but we are happy to keep this ticket open until you receive your check.

Thank you
Customer Answer
Date: 05/02/2024

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.
The check finally got here and from the looks of it cleared, please stop asking me for money for the democratic party. I unsubscribed multiple times
Sincerely,

*******************
Initial Complaint
Date:04/13/2024
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.
First Transaction Date: 4/4/2024 **************** at ********************** required me to pay them ****** dollars to schedule a service technition to fix the electronic console on my T 605 Si treadmill. The machine will not "boot up". (They also refused to send me an invoice for the charge) I was told I would be contacted by a service technition. SecondTransaction Date: 4/8/2024 I recontacted IFIT on 4/8/2024, and it took them 10 minutes to verify who I was, and another 10 miniutes to update my information. I was then told again that I would be contacted by a service technition. That was 5 days ago, I have received no text message, no phone call or email from anyone. It's been 11 days. I want my money back. Based upon my research, this company has a terrible track record. Thank you for reviewing this issue.*********************
Business Response
Date: 04/15/2024
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 open service order, the technician has stated they have reached out on 4/11/24 for scheduling. Please let us know if you are still having troubles getting scheduled.
Thank you
Customer Answer
Date: 04/15/2024

Complaint: 21571290

I am rejecting this response because:
I have no record of a call, an email or a text message from anyone on 4/11/2024. My cell number is: ************. Land line is ************. No messages or text received from anyone,

Sincerely,

*********************
Business Response
Date: 04/16/2024
Hi ****,
We apologize for the experience you have had, after review of your service call, it has come to our attention that the phone number we had was incorrect. We have notified the technician of this. The tech will be reaching out on the corrected number for contact. Thank you
Customer Answer
Date: 04/17/2024

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:04/09/2024
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.
NordicTrack has put a pending charge on my credit card for over $2000. I made a purchase for one of their products and quickly realized I ordered the wrong one. I submitted a ticket on their webset with no response. I used their chat service and got a very rude "Ya, I saw your ticket, I'll do my best to cancel it. 1.5 months later, they still have my money. My credit card still shows pending on the charge. I have submitted a ticket since and no response. The customer service is awful.
Business Response
Date: 04/09/2024
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 ************ of contact for any assistance you may need moving forward.
After reaching out to our Billing and ****************** on your behalf, they have voided the tranaction with the lender. Please allow 7-10 business days and that pending charge will fall off. We apologize for all the hassle this has caused for you.
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:04/07/2024
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.
WE WERE CHARGED $396.OO TO OUR CREDIT CARD ON 1/21/24 FOR AN i-FIT SUBSCRIPTION WE KNEW NOTHING ABOUT, LET ALONE A RENEWAL THAT WE DID NOT AUTHORIZE. WE CONTACTED I-FIT VIA EMAIL SINCE WE WERE UNALBE TO REACH THEM VIA PHONE. ON 2/10/24 WE RECEIVED AN EMAIL RESPONSE FROM THEM THAT THEY WERE LOOKING INTO IT AND GAVE US A "CASE NUMBER". WE HAVE NOT HEARD BACK FROM THEM YET; ALMOST TWO MONTHS AGO! I EMAILED THEM AGAIN LAST WEEK REGARDING THEIR LACK OF RESPONSE, AND I DO NOT WANT TO BE CHARGED AGAIN FOR UNATHORIZED SERVVICES.....STILL NO REPSONSE. MY COPLAINT IS THAT I WANT THE $396.00 REFUNDED AND I WANT IT IN WRITING THAT WE DO NOT WANT THEIR SERVICE. THANK YOU, ******* **********
Business Response
Date: 04/08/2024
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 direct point of contact for any assistance you may need moving forward.
After reviewing your account, I have gone ahead and issued a full refund of the $396 for the automatic renewal I've also cleared your payment method to avoid any further charges. Please allow 7-10 business days for the refund to reflect your account. 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 you

Customer Answer
Date: 04/08/2024

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,

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

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