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.
- 218 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:03/18/2024
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.
Dec 2023/Jan 2024 - iFit sales rep reaches out ahead of my annual membership renewal in Feb 2024. Offers a lower price if I sign up for an additional two years instead of 1-year auto renewal. I accept. Sales rep charges my card on file and sends a receipt.Feb 2024 - same credit card is charged again for auto renewal, 1-year membership. Membership is extended by one year. Ive been charged twice - for 2 years and 1 year, and only extended by one. Feb/Mar 2024 - I reach out to the sales rep by phone and email and do not get any response. Mar 2024 - I call general customer service and am told they can only see the auto charge, not the additional 2-year charge already paid. They say I need to pay the additional amount to extend to 2 years and they have to get special approval for that (after offering to charge me a higher price and much more time on phone calls). I have to call again to provide payment to get the 2-year membership despite my card being on file and charged twice already without me giving the info again. I call and do so and am charged and then my membership finally updates to 2-years. I check my credit card statement and find 3 charges between *** and Mar that together add up to two times the price of the 2-year membership and each charge has a different merchant name (NordicTrack, iFit, and Icon). I call credit card company to start a dispute of the duplicative charges. I email the sales rep and the customer service rep asking for this all to be corrected, escalated, and to receive a phone call to resolve. I am now waiting for a response to that. This also happened last year - that I was double charge 1) by a sales rep and my membership not extended and then 2) by auto renewal despite already paying. This year is even worse and not getting appropriate response and correction.
Business Response
Date: 03/19/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
I'm happy to look into this for you. Could you please send us the receipt you received from the sales call?
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21452144
I am rejecting this response because:I need information on where to send the sales receipts. Or for someone to contact me directly so we can get it straightened out.
Sincerely,
*****************************Business Response
Date: 03/21/2024
Hi *****,
You're welcome to send them to me directly at **********************************************************
Thank you
Customer Answer
Date: 03/22/2024
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.
Sincerely,
*****************************Initial Complaint
Date:03/18/2024
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.
I own a x9i Nordic Track Treadmill. Last year an automatic update was pushed out to the machine that caused it to freeze on start up. I called customer support many times and was on hold for hours. When I finally got ahold of a customer service representative they told me that they don't keep copies of their software and could not help me fix the problem their update caused. Now I have an extremely expensive piece of workout equipment taking up space in my garage.Business Response
Date: 03/20/2024
Hi ****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account, we can see that your treadmill is a model that we are no longer offering support for. As of August 7th, 2023 we are no longer able to provide software support for Treadmills, Bikes, and Ellipticals with screened units (10” & 7” touchscreen) that were manufactured between 2011-2016. We are no longer able to support this generation of hardware. Just like your mobile devices eventually stop supporting updates, we can no longer support these older units. We want to be able to provide the best experience possible for as many users as we can, and that means we must redirect focus from different generations of machines. If you would like to read more on our End of Support please see link: ********************************************************
We apologize for all you have been through, if you wish to replace the unit we would be happy to offer a 10% discount on a newer model.
Thank you
Initial Complaint
Date:03/18/2024
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.
I bought an X22i Elite treadmill in January 2023. Shortly after, the incline started working intermittently. iFit sent repair parts and a tech to install them. The tech came and told me it was a software issue. Many calls with iFit and their software department later and they sent more parts and another tech in December of 2023. That tech also said it was a software issue. It is now March 2024 and I'm still nowhere near getting a solution. iFit keeping saying they'll investigate and get back to me but they never do. Each time I contact them it's like starting from scratch.Business Response
Date: 03/19/2024
Hi ***********,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account we can see that our service coordinator is currently working with a tech on a second opinion of your machine. They have ordered a new console and wiring to help resolve your issue. They have also requested a different tech to come out and diagnose your machine. I'm happy to discuss further options once the service has been complete if the parts are not sucessful in repairing your machine. Please reach out once the service has been performed.
Your service order number is SO-2869487 and your parts order number is ICS9864938. Please allow 7-10 busines days for shipping.
Thank you
Initial Complaint
Date:03/18/2024
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.
My husband and I ordered the NordicTrack 2450 treadmill online directly from NordicTrack website on 3-12-2024. Order # is *******. The treadmill was delivered to us on 3-14-2024. After being assmebled I tried it out for my first workout. Immediately I noticed that the side rails and console that holds the flatscreen was extremely wobbly and that the tread belt/motor was abnormally loud. Still attempting to workout, I pressed the 3 button on the side of the screen to raise the speed to 3mph and the machine jumped to 9mph. In attempt to slow down the machine I pushed every button on the side and nothing would change the speed. I pressed the end workout button on the flat screen and the manual stop button, still nothing worked to stop the machine and I had to pull the emergency stop cord. I called NordicTrack to initiate a return only to be hassled from NordicTrack employees for over 2.5 hours. I had to speak with 3 customer service reps, a manager, 2 support reps, and I had to do a video call where I had to show every defect, show my husband physically tighten the bolts on the machine to the point of stripping them, and myself running on it. After all of this NordicTrack still refused to waive the $250 + tax return shipping fee for a lemon that I physically owned for less than 24 hours. Out of exhaustion, which I am sure is all part of the companies plan, I proceeded with the return. After all of that I had to call customer service again because the return receipt wasn't showing the correct amount of my return. NordicTrack has a ridiculous return policy. Charging consumers $250 + tax and a 10% restocking fee for a machine that is clearly defective is outright wrong. Making customers go through the ringer in an attempt to get them to accept these outrageous fees is even more wrong. I will never buy another product from any NordicTrack related company again. I would like a 100% full refund.Business Response
Date: 03/20/2024
Hi ********,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return.
We were able to refund the processing fees, however, the delivery fees are non refundable as they are payment to another company. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************
With the shipping fee refunded, you are being refunded $2996.42 (reference number 60370738 ). You will see this amount within the next 30 days or less. .
You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine.
The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
If you have any further questions, please call our Billing team at **************.
Thank youCustomer Answer
Date: 03/25/2024
Complaint: 21449268
I am rejecting this response because: The return policy set by Nordictrack is predatory. Not only do they make it extremely difficult to return their products, they set return policies that are meant to deter customers from returning faulty and low quality equipment. I owned this treadmill for less than 24 hours, but I am supposed to eat the cost to ship it back and had I not gone through 2.5 hours of my time to prove that the product was defective I would've had to pay an additional 10% restocking fee ($300). How is that right? Clearly NordicTrack has zero confidence in their own exercise equipment beause they can't even back their products with a 100% money back gaurantee.
Sincerely,
*****************************Business Response
Date: 03/25/2024
Hi ********,
We can assure you that your manufacturers warranty will cover any necessary parts and service if needed to make sure you have the product wanted. otherwise, if you proceed with the return the fee's are applicable. We apologize for the inconvienance.
Customer Answer
Date: 03/25/2024
Complaint: 21449268
I am rejecting this response because: I do not have the equipment that I wanted. I was sold a $3000 lemon. I am proceeding with the return and I will make sure I let everyone out there know the poor quality of your products and customer service.
Sincerely,
*****************************Business Response
Date: 03/27/2024
Hi ********,
While I do empathize with your reason for wanting to return your product, to keep things fair for all customers, we are unable to take this circumstance into consideration for an exception to our policies. We choose this practice in order to remain equally consistent and fair with all of our members.
We do stand behind our product with manufacturer warranty and repair services. We apologize sincerely for the frustration surrounding your purchase.Thank you
Customer Answer
Date: 03/27/2024
Complaint: 21449268
I am rejecting this response because: I would like to know exactly where the $250 for return shipping is going? ********* was picked up today by the third party company Nordictrack uses, Sharetown, and the representative who picked it up told us that they dont even send the equipment back to Nordictrack. They let us know that they make the equipment look brand new and sell it and give Nordictrack the money minus a small commission. So your company policy is to charge people a 10% restocking fee and $250 return shipping for products you arent even restocking or having returned to you! Also, if Nordictrack is so confident in their equipment, why are customer reviews not allowed on the company website? A review of individual iFit workouts are not true product reviews, its false advertising.
Sincerely,
*****************************Business Response
Date: 03/28/2024
Hi ********,
We apologize for the confusion, when we ship the product to the member's home, we pay the freight fee to get the machine to their residence. when a member returns the machine, we charge the freight fee in order to recuperate that initial transit cost to their home.3
Thank you
Customer Answer
Date: 03/28/2024
Complaint: 21449268
I am rejecting this response because: This is still unacceptable that the consumer is supposed to eat the cost for a lemon that did even last more than 1 workout before the return was initiated.
Sincerely,
*****************************Initial Complaint
Date:03/18/2024
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 have a 2016 NordickTrack Commercial 1750 treadmill that worked perfectly fine. A few nights ago the treadmill did a software update from iFit that caused the treadmill to stop working, permanently. It wont even work manually anymore. Perfectly good working treadmill now left inoperable by a software update. IFit and NordickTrack acknowledge that the software update does cause this to happen to some treadmills. I asked for a solution in which I was redirected to sales and told to buy a new treadmill. I declined and asked for help. Initially I was told they could send me a new console to connect myself and not to set it up to the internet allowing the treadmill to work again. Then, I was told by a supervisor that they dont have any of the hardware or software the tools to service my issue. They further told me that they sent an email notifying customers that the software would become obsolete for equipment older than 2017. We are talking about a treadmill less than 10 years old in good working condition. I became upset and expressed that this is wrong. No one would buy a treadmill if they thought that within 8 years it would be broken intentionally by the very company that made it. And the supervisor I spoke to admitted, it is wrong, but there is nothing I can do to help you. After searching the internet, this software update affected many many customers. I dont even know what the solution is? I just want the treadmill fixed. I also want the company to acknowledge that the software update broke the equipment and it is a planned part of their business model. The same supervisor told me that the process of transferring me to sales to buy a new treadmill is the appropriate support procedure for my situation. Its wrong. On every level. Customers deserve better. Full disclosure: I purchased the treadmill secondhand from a friend who had to close his gym.Business Response
Date: 03/19/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
After reviewing your account we can see that your machine is a model that we are no longer able to provide support for. As of August 7th, 2023 we are no longer able to provide software support for Treadmills, Bikes, and Ellipticals with screened units that were manufactured between 2011-2016. These machines will no longer have access to all iFIT software updates and workouts. For more information regarding this change you can view our article here: **************************************************************************
We apologize for all you have been through, we would be happy to offer you a 10% discount on a new model if you wish to replace the unit.
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21448894
I am rejecting this response because:
That doesnt resolve the issue. The treadmill worked fine and then a software update caused it to stop working. YOU broke a perfectly fine treadmill. I understand that you have discontinued the software, but it should at least allow the treadmill to work manually. It doesnt because of your update. I dont want to spend another cent for a treadmill, seeing as this one was fine. Since you broke and cant fix the treadmill, the right thing would be for you to replace the treadmill. A company should not intentionally damage their older products to generate sales for newer products. Apple did this with their phones and were class action sued. Replace the treadmill before this issue becomes bigger then it needs to be.
Sincerely,
*******************Business Response
Date: 03/21/2024
Hi *****,
Please know, that the software update does only stop the IFIT program and the machine should still work in manual mode. If the manual mode is not functioning out software specialist confirmed that this would be due to internal console damage. The update does not brick the console, the only thing it does is discontinue the support of the iFIT workout content accessed via the web.
As we are no longer able to support the iFIT workout experience, the machine will and should still work in manual workout mode. You can use the iFIT smart app on a smart device then manually adjust the machine to follow along the work out.As our products have an estimated 10 year life span, your machine is nearing end of life so these consoles are no longer being manufactured. If they were we would be happy to send one, unfortunately this is not an option and I again apologize.If the machine is not functioning in manual mode this would be a hardware issue and at that point the console would need to be replaced. Here are a few websites that *** carry the console, 1.) ereplacementparts.com 2.) treadmilldoctor.com 3.) fitnessrepairparts.com.Thank you
Customer Answer
Date: 03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory, but dont wish to pursue further
Sincerely,
*****Initial Complaint
Date:03/18/2024
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.
I purchased a commercial 2450 treadmill from Nordictrack with the iFit program in October 2020. After receiving the treadmill, it seemed as if every 6 months or so the machine would have one problem after another. I had the console/tablet replaced, I had to have the controller replaced 3 times. The machine stopped working again at the end of 2023. I contacted iFit to have it fixed again and was told it was not under warranty anymore but they had a service person in my area who could fix it. That person came to my house replaced the controller again and the machine worked for about 3 times and then stopped again. I contacted the repair person who replaced the controller and said that the speed control seemed to not be working on it, and that you can't repair them but need to replace. So that was done at an additional cost of $400. The machine stopped working the next day. When I contacted the repair person they said the next step would be to replace the motor but to contact iFit because they may replace it because I had so many problems. I contacted iFit and was told they will not help me because my warranty is over. At this point I am so frustrated with the entire machine. After numerous back and forths, I asked to speak to a manager and was told they will replace the motor, but I will have to pay additionally for the service call. The company needs to realize that some machines are just faulty from the beginning and should be replaced. I have enjoyed using the membership on the treadmill and on my tv but will certainly be cancelling all if this can not be resolved.Business Response
Date: 03/19/2024
Hi ********,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
After reviewing your account and discussing your case with our leadership team, They have confirmed that we will need to wait until the previously ordered drive motor is installed by a certified technican to see if t part resolves your issue. We are happy to discuss further options with you if the tech is unsucessful on this repair. Plese keep us informed so that we may continue to assist.
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21448617
I am rejecting this response because:I would like the service charges to be covered by the business. I will use whatever technician they deem certified as I have been doing.
Sincerely,
***********************************Business Response
Date: 03/21/2024
Hi ********,
I'm happy to go ahead and send out a tech as a one time courtsey to install that for you. Your service order number is SO-2870276. Once your part arrives the tech will be notified and give you a call to set up an appoinment. Please let me know if you have any further questions.
Thank you
Initial Complaint
Date:03/16/2024
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 have been trying to get help from the company around by bike not working properly since March 4th. So nearly two weeks. I keep getting the around. The responses to my email tell me to read the manual. And try stuff *** already tried. I have told them that the nut is glued on and unable to be adjusted thus the console doesnt pivot the way it should. They again keep saying the same thing and ignoring my issue. Theres no way I paid over $2000 for a machine that doesnt function the way it should. They need to either replace the machine or refund my money because this is unacceptable.Business Response
Date: 03/18/2024
Hi Anyssa,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine. We completely understand where you are coming from on this matter.
After reviewing your account, it appears that this model comes with the console bracked tilted to the side for shipping purposes. Afer installation if the console will still not tilt it may be because loctite was applied to the nut to avoid movement during shipping. a forceable jerk may help loosen that up. If you are sill experiencing issues I will be happy to send out a tech to look at your machine. Please verify your shipping address.
Thank you
Customer Answer
Date: 03/18/2024
Complaint: 21443773
I am rejecting this response because: Ive jerked it multiple times. And theres visible damage to the part because of it. This was a brand new machine that I paid a lot of money for and shouldnt have to go through all of this hassle to get what I ordered. Ive been trying to initiate a return, I either keep getting disconnected or the return department is closed. Thus has been the absolute worst experience Ive ever had making a purchase.Ive tried uploading videos and pics to this but it says its too large.
Sincerely,
A *******Business Response
Date: 03/19/2024
Hi,
I'm happy to help, could you please send me the photos to ******************************************** I will be on the lookout for them.
Thank you
Customer Answer
Date: 03/19/2024
Complaint: 21443773
I am rejecting this response because: the my ignored the message saying I request a refund and would like to return the bike. I have a lot going on and Im stress enough, having to deal with the back and forward and many requests with no actual remedy is exhausting. Purchasing this bike was supposed to help alleviate stress not add to it.
Sincerely,
A *******Business Response
Date: 03/21/2024
Hello,
Thank you for taking the time to write. We are sorry to hear of the frustration you have experienced with this purchase. Per our return policy, the return freight fee of $250 and a 10% processing fee would be withheld from your refund. In addition to this, any upgraded delivery service is non-refundable once that service has been completed. However, you obviously purchased this exercise equipment with a goal in mind and we ultimately would like to help you follow through with your goal. We can assure you that your manufacturers warranty will cover any necessary parts and service if needed to make sure you have the product wanted. If you agree to work under the manufacturers warranty, rest assured that your 30 day trial will not start until your product is up and going according to manufacturers specifications. If you opt to accept the needed parts, we can provide you with compensation such as an extended iFIT membership or a free floor mat or heart rate monitor.Please let me know how you wish to proceed and I will make sure it gets handled accordingly.
Thank you
Initial Complaint
Date:03/14/2024
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.
This product was purchased on November 29th 2023. It was $1, 792.35.
We have had a service technician come out to fix the issue on this product on two separate occasions. Both not resolving the issue. We have sent multiple videos and pictures of the product not working properly. However, their support team has told me that the product is operating as intended. I am not satisfied with the way this product operates. I would like to refund it. They are trying to charge me a 10% fee and a $250 shipping fee to send back a faulty product.
This is in addition to the hours I have spent on hold and the days that I have had to take off of work to make an appointment with their said service technician.
All we are asking is that we pay $0 out of pocket to return an item that does not perform as advertised.Business Response
Date: 03/18/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter.
After looking over your accoun and the issues you have experienced we have reached out to our leadership team regarding your case. They have confirmed that we are following our return policy and the fees you are being charged abide by the return policy. You can read more about the return policy at at *************************************************.
We have also confirmed that the machine is also up to manufacturers specifications, but as a courtesy we can waive the 10% processing fee but not the 250 shipping fee.Those fee's are nonrefundable as they are paid to another company.
If you have any further questions, please call our Billing team at ###-###-####.
Thank youInitial Complaint
Date:03/14/2024
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.
The treadmill software has refused to work correctly since we purchased the machine. We have made numerous calls and they continue to blame us for the software crashing and failing. They have been rude, dismissive, and refused to help in any way. We have had months of problems and not one resolution after many attempts. We, according to them, are just not good at treadmill software.Business Response
Date: 03/14/2024
Hi *******,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please respond with the correct information and we would be happy to look into this matter for you.SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:
PRICE OF MACHINE:
You are welcome to reach out to our ****** Services at 1-833-680-iFit (4348) with any questions.
Thank youCustomer Answer
Date: 03/14/2024
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:03/13/2024
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 have been charged over 400.00 on an account I didn’t create. It clearly shows I haven’t used it. I have received no emails about this account or billing. Customer service was worse than rude and wouldn’t refund money.Business Response
Date: 03/14/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter.
After reviewing your account it appears that a membership was set up on March 6, 2022 using a promotional code for a free 30 day membership which at the same time card information was put in as the payment method, upon the 30 day completion the member is then responsible to cancel the memebership otherwise the card on file will be charged for the membership. An email was sent on 1/31/2023 advising member that an annual auto renewal would be charged to the card. Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL (866) 608-1798 DURING REGULAR BUSINESS HOURS.”
If you wish to read more about the terms and conditions, please go to *********************************We have gone ahead and refuded your most recent payment as it was within the refund policy. The confirmation number for that charge is ************************. Please allow 7-10 business days for that to reflect your account.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youCustomer Answer
Date: 03/18/2024
Complaint: ********
I am rejecting this response because: this is a fraudulent account. An unauthorized third party used my card and set up account. The first email I received was on March 13, 2023. There was no previous email, you know this because there would be a read receipt. i called immediately when I read the email that said my membership has been upgraded. while I was on the phone with customer service, a new email was generated that said "Thank you for your purchase!" Then there was a third that said "We received your updated billing information." Phone records and email will confirm neither of these was me. I repeatedly asked to speak with manager, operator tried to talk me into opening a "new" account to fix everything. When I was finally transferred to a "manager", he stated I could pursue by notifying the authorities. He said law enforcement and attorneys had the number for their legal department, this is not true. I consulted Officer ***** ****** and my attorney **** ****. This business is taking advantage and using this opportunity to further defraud me. Their refund policy is for authorized accounts. I have reported them to the Fair Credit Billing Act, Consumer Financial Protection Bureau and ReportFraud.ftc.gov. I appreciate the opportunity to upload supporting documents, but since this is a fraudulent account, there are none.
Sincerely,
***** ****Business Response
Date: 03/20/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.
If you feel it was a fraudulent account, you should contact your bank but when it comes to this account, someone activated it using your credit card information. No fraudulent activity was done on our end and wouldn't be able to provide any refunds for this.
Thank you
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