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

2,265 total complaints in the last 3 years.
229 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:02/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new Commercial 2450 treadmill on 12/08/2022 for $2,599. The machine was delivered as stated on the invoice about 2-3 weeks later on 12/23/2022. The treadmill was supposed to come pre-lubricated from the factory according to customer service but I received a small packet of lube with a note to lubricate it immediately, which I did. I have walked on this treadmill less than 20 miles and never over 5mph. The belt started randomly sticking and tripping me while walking. I submitted a case (******) in iFit on October 19, 2023 about this problem and received no response. I submitted another case (******) on November 27, 2023, and again have not received a response. Both of these cases are still listed as "new" with no close date and were submitted during my warranty period. I called customer service and explained I have tried everything on the troubleshooting videos and nothing has helped. The representative said my only other option is to pay for a service technician to complete a diagnostic call which costs $159. I expressed my frustration given the age of the machine, minimal use, and lack of responses from Nordictrack. The representative said even if the warranty hadn't expired it would still cost the $159. I should have an extra 3 months of warranty (for registering the product according to the website) regardless. This machine has been defective and unsafe for use since I received it. I am requesting Nordictrack cover the cost for a technician to come out and fix the machine.
Business Response
Date: 02/09/2024
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.

In looking into your account I was able to go ahead get those added 90 days added to your warranty. I have also set up a technician to come out and diagnose your machine. Your service order number is **********. Please allow 3-5 business days for the tech to reach out for appointment scheduling.
You are welcome to reach out to our Member Services at ***** *************** with any questions.

Thank you

Customer Answer
Date: 02/12/2024

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:02/08/2024
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 an exercise bike from my local Canadian tire. It came with a 1 year ifit subscription. After entering my information it was for a 1 month subscription. ifit ended up charging me $58.39 on August 8, 2023. I requested a refund and they say it's against they're policy, yet they fraudulently took money from me. They did however give me a whole year subscription now, but still have not refunded the money. Please rectify this.
Business Response
Date: 02/09/2024
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 membership account, we have gone ahead and issued you a full refund for that charge. Please allow **** business days for that to reflect your account.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

Thank you

Customer Answer
Date: 02/09/2024

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,

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

To iFit:
I have already received an email that a refund has been made and its already showing up on my credit card statement. Thank you for your fast response and professional service as a consumer. You have earned my vote.

Thank you,
****
Initial Complaint
Date:02/08/2024
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.
My wife and I purchased a Nordic Track Commercial X22i Treadmill a few years ago. Model No. NTL29019.0. We had success with the machine until this last year. The belt began stopping at random segments of exercise. Speed of the belt did not matter. We attempted the appropriate troubleshooting per the *** and had no success. We were no longer under a service warranty so we paid for a technician to come out and service the machine. Initially he came and the machine worked fine. He left and we tried it that day and it did not work again. We paid for him to come out again and install a controller which he said was probably the issue. When the controller did not come I messaged him and contacted the ***. ******* said he never ordered the part. We waited further and when he came to install the part he asked "what is happening with the machine again?" I told him and he said "oh it is probably the motor not the controller." He installed the controller and once he left that night we tried the treadmill. The belt continued to have the same issue. I contacted the *** and stated my issues. I was told a new technician would be coming out and it would be free of charge. I could expect a phone call within 24 to 48 hours. Since that phone call I have called I believe 3 to 4 more times asking why I am not receiving a phone call. Today I contacted them and was rerouted during the phone call. Finally I spoke with a customer service rep who advised me the service request had been rejected every time and that is why I was not receiving a phone call. She would not allow anything else other than me to pay for a service technician to come out and service the machine. I am under a parts warranty until ****. This has been a very disappointing experience. We have paid over $4000 for the machine and service charges. I have a video of the issue which I sent to them as well. I reformatted it for them because the service rep ******** advised she could not open it in the format it was in.
Business Response
Date: 02/09/2024
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.

I'm happy to send out a tech and drive motor, could you please proivde your shipping address? I want to verify we have the correct one on file for you. Once I hear back from you I will be able to place that order and request the tech.
Thank you
Customer Answer
Date: 02/26/2024

Complaint: 21265201

I am rejecting this response because:I greatly apologize for my tardiness. I have been extremely busy over the last month. I would like the business to know we would be accepting of the offer for a motor and tech free of charge to fix the issue. This has been a stressful deal with the company and we just want our treadmill to work. We feel the first technician was only trying to make it so he had to come back more and more. The company was not supportive of our claims until going to the BBB. The business asked for my information to clarify for the repair. I did not know through your portal how to send them a message. We would greatly appreciate this being reopened and solved. Thank you for all your help.
N6954 Hillview Drive, Beaver Dam, **, 53916
Phone: ************
************************;

Sincerely,

*************************
Business Response
Date: 02/27/2024
Hi ******,
Thank you for getting back to us, I have gone ahead and ordered the drive motor and requested a tech to come out and install that for you. Please allow 7-10 business days for shipping. Once the part arrives to you the tech will be notified and will contact you for scheduling.
Thank you
Customer Answer
Date: 03/03/2024

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:02/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We received a one-year iFit coach membership and when we went to activate it would only let us sign up for a one month free membership. we contacted iFit to make them aware of the situation they requested we take a picture of the card and send it to them, which we did, and have not heard back from them since that time.
Business Response
Date: 02/08/2024
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 have gone ahead and added the 1 year IFIT membership to the email provided which is *****************, Your expiration date is 2/8/2025. Please let us know if you need any further assistance.
Thank you
Initial Complaint
Date:02/06/2024
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 purchased our Nordic Track Elite **** in November of 2020 and LOVED it. Everything was great. We love the IFIT software and user experience etc. Honestly, we are the target audience and would be loyal IFIT customers, however, a little over a year into having our machine, we experienced something similar to other people in that an over the air software update rendered our machine inoperable. Upon starting the machine we get a black screen, then the IFIT white screen comes up, then loops back to the black screen and so on...stuck on an endless loop. Upon contacting IFIT it was determined that we would need a new console to the tune of ~$800. Paying that much for a replacement part that we didn't break seems totally ludicrous, and so the machine sat. We had recently purchased an IFIT subscription too and basically only got 3 months of usage out of that while paying for the full year. Ultimately, we have been missing the machine and want to get it back but upon calling IFIT recently, they haven't really budged. Offer a little discount, but nothing that really moves the needle. Please IFIT quit holding your product hostage. We will be lifetime subscribers and purchasers of your products if you just treat us right!!!
Business Response
Date: 02/07/2024
Hi ******,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
After reviewing your account I was able to go ahead and order you a one time courtsey replacement console. Your order number is ICS9840193. You may track it once it ships at www.ifit.com please allow **** business days for shipping.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

Customer Answer
Date: 02/07/2024

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:02/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The organization ifit does not provide adequate customer support for their products or services. Tickets get an initial response that is canned and not on target for the issue being addressed. Then, there are no follow up responses. This has happened multiple times. The product is nearly a $2000 spin bike that breaks often. As a consumer I am left with a disassembled bike that is useless, hours spent trying to find answers online and through ******* videos when all I really need is someone from the company who sells the bike to give me guidance on how to fix it. The product is rendered useless until I can get that answer, however there is no one willing to provide any answers and support tickets go left unresponded to.
Business Response
Date: 02/05/2024
Hi *******,
We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
I'm happy to take a look into this issue for you, can you please let us know what questions you have pertaining to the wiring? I see the last time you contacted us was on 11/22/2022. regarding questions as assembling your unit. Any info you can give us will help us get this resolved for you and provide the correct instructions.
Thank you
Customer Answer
Date: 02/05/2024

Complaint: 21237194

I am rejecting this response because: The last ticket I submitted under **************************** was as follows:
February 1, **** - resubmitted original ticket - no response automated - no response - support rep
January 30, **** - Sent my 3rd request - no response
January 23, **** - Sent my 2nd request - no response
January 19, **** - asked if there was any update based on my reply - no response
January 16, **** - I responded to rep that the links won't help and clarified my issue
January 15, **** - Submitted original ticket - canned response with links none of which applied to my specific issue, I included full description and video of the problem.
iFit is a global organization with a $200M private equity investment. I work in Customer Success on the Enterprise side. This is not customer support but typically the customer support function rolls into customer success. All that said, any established organization should have a responsive and effective customer support function that allows their customers to get support for the products purchased. Right now I have a spin bike disassembled collecting dust with no ability to remedy the issue. I would think that someone in support could track down these tickets based simply on my email address and be able to reach out effectively.
Sincerely,

***************************
Business Response
Date: 02/06/2024
Hi *******,
Thank you for providing the additioal infomation, I was able to locate one of the emails. It appears that you are needing assistance with your resistance motor correct? I'm happy to help resolve this for you. Can you please send me a video of the noise you are experiencing to ******************************************* so that I may look further into this issue for you.
Thank you
Initial Complaint
Date:02/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Owner of an ACT 10 Commercial Elliptical. Update to iFit has rendered the machine unusable. Tablet just loops at the iFit logo against a white background.
Business Response
Date: 02/02/2024
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.
This issue is a hardware issue with the tablet itself. If you'd like we can get you pricing for just the tablet so you don't have to purchase the whole console as it is cheaper to purchase just the tablet.
Thank you!
Customer Answer
Date: 02/02/2024

Complaint: 21234214

I am rejecting this response because:
The tablet hardware itself is functional. The issue is software and can be repaired using the proper measures. It powers on and displays images, including the looping animation of the iFit logo. The tablet itself still controls the resistance mechanism within the elliptical itself, as well as the fan. When performing a pin-hole factory reset with ********************** support today multiple times, a screen flashes briefly that says "waiting for update." I have an error message on the tablet that points directly to a software issue. This is indisputable.
I will not be satisfied until I am either given the means to reprogram the unit, or if hardware replacement is the only way to address a software issue due to incompetent troubleshooting, a new tablet unit at no cost to me. The evidence clearly points to software corruption.

Sincerely,

*****************************
Business Response
Date: 02/05/2024
Hi ************;
I'm sorry you are experiencing issues with your software, could you please send us a picture of the white screen you are getting?

Thank you
Initial Complaint
Date:01/31/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ifit would not honor the membership listed on the box when purchased. The box listed a 1 year membership included with the purchase. Upon trying to setup membership ifit would not honor without a photo of the box which had already been disposed.
Business Response
Date: 02/01/2024
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 have gone ahead and added 1 year to your ifit account, you new expiration date is 5/1/2025. Please let us know if you have any additional questions.
Thank you
Business Response
Date: 02/01/2024
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 have gone ahead and added 1 year to your ifit account, you new expiration date is 5/1/2025. Please let us know if you have any additional questions.
Thank you
Customer Answer
Date: 02/01/2024

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:01/31/2024
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 purchase a Nordic Track S15I and paid for white glove delivery service. $199 for this service. Order number NT12683846. They put a hole in our wall during this service and did not say anything. We called Ifit was on the phone for almost 2 hours trying to get answers. They kept saying there is nothing they can do for us.
Business Response
Date: 02/01/2024
Hi ***,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.

Due to the delivery company being a third party carrier, a claim must be filed directly through them. You can contact Need it Now at ************ to report property damages, thank you for your understanding.
Customer Answer
Date: 02/01/2024

Complaint: 21227340

I am rejecting this response because:
I paid Ifit, I have nothing to do with this 3rd party company. Ifit has a contract with them. I also called the sales team yesterday to see what is included with the 199 white glove delivery service that IFit provides. They stated installations and to make sure the equipment is in working order before they leave. The equipment is not in working order and they also said the installers should have caught that as well. I have attached a video that I already provided to IFit. They are ordering a part because the swivel up/down is not working. They said it will be over a month before it is in and a tech can fix it. I have spent about 12 hours going back and forth about swivel and the hole in the wall. We tried to talk to a supervisor yesterday and were on hold for hours. Supervisor did not want to speak to us.
Sincerely,

*****************
Business Response
Date: 02/02/2024
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
We will get that part ordered for you as quickly as we're able. The assembly company is a third party company so a claim would need to be submitted directly through the carrier so they can get this issue taken care of for you.
Again, we are very sorry for the experience you've had.
Thank you!
Customer Answer
Date: 02/05/2024

Complaint: 21227340

I am rejecting this response because:
I paid you guys for a service not the 3rd party. You guys hired the 3rd party not me. I shouldnt have to contact them.
Sincerely,

*****************
Business Response
Date: 02/06/2024
Hi ***,
We apologize for the inconvienance this has caused you. We stand behind our products with manufacturer warranty, however, the carrier is a third party company and you will need to file a claim with them where they caused the damages.
Thank you
Customer Answer
Date: 02/07/2024

Complaint: 21227340

I am rejecting this response because:
I paid and hired you not them. You hired them. Also the bike does not work. I called on 1/31 and sent videos of my issue. I was told a part was being ordered and I would get an email in 2 business days about the order. However I have not received any communication about it. I reached out and no response on the part. I also called your sales team to get an ideas what is included in white glove delivery for $199. They told me installation in a room of my chosen and to make sure the bike is functioning properly. I told them what was going as well and they said it should have been caught by the installers. So I paid YOU GUYS $199 for a hole in a wall and broken bike. I am tall and cannot use the bike until the part comes in and you guys are not even letting me know about the part. You say you stand behind your product?!
Sincerely,

*****************
Business Response
Date: 02/08/2024
Hi ***,
We apologize for all you have been through, I have reached out to our Billing and ****************** regarding the issue with the unavailable part, they have let us know we have a couple different options for you. We are no longer manufacturing the model of machine you recieved but we would be happy to replace it with a compareable one if you would like. It would be the S10 Model instead of the S15 you have now, The only difference it has is that the screen is smaller. Or if you prefer we could go ahead and process a refund and return the machine.
Please let us know how you would like to proceed. We are happy to get this resolved for you.
Thank you
Customer Answer
Date: 02/09/2024

Complaint: 21227340

I am rejecting this response because:
S10 is not comparable. We do not want a 10 inch screen. We want the s15 fixed, the wall fixed and the 199 back. 15 inch screen is the smallest screen we would be able to use. The Monthly fee is way too much for a 10 inch screen.
Sincerely,

*****************
Business Response
Date: 02/09/2024
Hi ***,
We understand the frustration you have experienced, the part for your machine is out of stock with no ETA available for it, we have two options we can provide at this time, IFIT can replace the machine with the S10 or we can go ahead and issue you a refund and pick up the defective machine. As far as the damages as stated before we are unable to handle those as they were performed by a 3rd party company and a claim must be filed through them regardless of who hired them. Please let us know which option you prefer so that we can move forward on getting this resolved for you.
Thank you
Customer Answer
Date: 02/12/2024

Complaint: 21227340

I am rejecting this response because:
Saying a s10 is comparable to a s15 is like saying the s15 is comparable to the s22. If that is the case, send us a s22 as a replacement. We did nothing wrong. Why would we take a lower model. Also, we PAID YOU AND YOU HIRED THE INSTALLERS. They didnt install the bike correctly and damaged our house in the process. In my line of work I hire third party vendors to work with our clients and would never have my clients contact them. Its insane. We hired you not them.
Sincerely,

*****************
Business Response
Date: 02/13/2024
Hi ***,
After speaking with our Billing and ****************** regarding your claim, they have stated that we can either send you the S10 with a free year of IFIT membership included or 10% off the cost of the S22, we are unable to send you the S22 to replace the machine you currently have. If you prefer to return the machine you may so do so for a refund.
Thank you
Customer Answer
Date: 02/14/2024

Complaint: 21227340

I am rejecting this response because:
We dont want the s10. Would we be able to get the free year of IFIT membership and wait on the part for the s15i? They told me it would be a month before *************. If we can get the free year let us know what we need to do get it. We would still like our wall fixed and the 199 back that we paid for the white glove delivery.
Sincerely,

*****************
Business Response
Date: 02/15/2024
Hi ***,
We are happy to go ahead and add that free year of ifit if you prefer to wait for the part! Your new expiration date for your membership is 3/7/2025. Please let us know if you have any further questions.

Thank you
Customer Answer
Date: 02/16/2024

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:01/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a NordicTrack treadmill in late 2022. I'm 43 and very busy with work and kids - jogging daily at home is important for my physical and mental health. In November 2023, I felt the running board of the treadmill crack (I weigh less than 200lbs, well below the max ****** for that machine). I reached out to iFIT (the supplier associated with NordicTrack) and asked for the treadmill to be repaired, as it is still covered under warranty. They agreed to send a running board. I spelled out my address clearly. They sent the running board to the wrong address (the number was correct but they sent it to Sycamore St. rather than ****** St. - not sure how they made that mistake, but I assume it was honest). Instead of having *** re-route to me, they sent another, which took over a week to deliver. Once delivered, I reached out to the third-party service provider they use for repairs, ***************. I live near *****, ** and they said they'd have to send a technician from ****** but they didn't provide a date. After over a month of waiting, the ************** technician came the second week of January. After working on the machine for over an hour, he told me they couldn't repair the machine because the replacement running board was damaged. The damage was a scratch on a corner, but the technician told me it didn't matter and that he'd be fired if he installed it. So I informed iFIT the next day and they sent another running board. It came around a week later, then I had to wait until January 27 for a ************** technician to come back. They gave me a window of arrival between ****pm. The technician didn't arrive until ~3:30pm (the schedule snafu kept me from getting my child fitted for a band uniform and from car shopping). He completed the work after an hour. I ran three miles that evening. After two miles the next day, there was a loud pop and it started bouncing dangerously. Now it sparks when I plug it in and the screen won't turn on. It won't reset.
Business Response
Date: 01/30/2024
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 have made our service department aware of what has happened. They are requesting some additonal infomation from you. Could you please send us a video verification showing that the new walking board that was installed is now broken and causing machine not to work? This will help us tremendously as to what we can do to resolve this solution for you as quickly as possible.
Thank you
Customer Answer
Date: 01/30/2024

Complaint: 21218166

I am rejecting this response because:
I uploaded videos this morning. It is currently being reviewed by your personnel to determine the right next step. Unfortunately, there is not much that can be ascertained from the videos, besides the screen not coming on, the sound of a spark and a view of me showing how the treadmill bounces. Every day that goes by without adequate resolution is unacceptable to me. You had two months to appropriately fix or replace it. At this point, I do not feel safe with this equipment (whether you send *************** back to attempt to fix it a third time or not). I am concerned you will continue to attempt "band-aid" solutions applied by a third party that has not met my reasonable expectations after two tries. If you had an inhouse technician that could give me comfort that the next time I try to run on it that I won't break my leg, or worse, due to equipment failure, great. But I think you would have offered that two months ago if that was possible. I am seeking a safe solution, and I don't want people "troubleshooting" indefinitely, but I think you view that as reasonable, as you are not impacted by my equipment being down for several months, other than me annoying you by seeking a solution. Not to mention, once you think you found the next "band-aid' solution, I will wait for **** days for new equipment to arrive, then another 1-2 weeks for a technician in ****** to decide he/she wants to drive to ***** (which will likely end in a third failure to fix the treadmill). If I use it again, I will be constantly concerned about it breaking while I am on it. I assume it will be at least 3-6 weeks before I will get to confirm that the next solution failed. So no, I do not accept the response or the current course of action, unless I am reimbursed so I can buy a new treadmill by another manufacturer, or this treadmill is replaced entirely.
Regrettably and anxiously awaiting the opportunity to use my $1,700 treadmill again,

***********************
Business Response
Date: 02/01/2024
Hi *****,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.

We have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

iFIT is BBB Accredited.