Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:11/21/2023

  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 bought a Nordick Track rower in December 2021, and it never worked correctly. The resistance doesn't change no matter the level. NT sent a tech and he replaced several parts and it worked for a while, but it is doing the same thing again. I had purchased an extended service plan, and when I called today they said that it doesn't cover in home service. I sent them a picture of the contract which shows it does indeed cover in home service. They then said that the will still need to charge me $159 to come out and then if it needs fixing they will cover it. I'm fed up with the entire process. The internet is full with online forums on how the rower is defective.

  

  Business Response

  Date: 11/22/2023

  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 past cases I have gone ahead and ordered you a new resistance motor, I have also contacted your extended warranty to have a service call request put in. Your part order number is ICS9786978 you may track it once it ships at www.ifit.com, once the part arrives to your home the tech will be notified and will contact you via phone to schedule your appointment. 

  Please let us know if you have any further questions. 

  Thank you 

   

  Customer Answer

  Date: 11/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I accept that they will send a technician out and either fix the problem or replace the machine at no extra cost to me.  They seem to be acting in good faith and I will in kind. If the rower isn't fixed, or if they try to charge me anything I will begin another case against them. I need a fully working rower or a new one.  Lets hope they keep their word.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/21/2023

  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 ordered an elliptical machine from iFit/Pro-Form, Inc on 11/4/23. The unit arrived at my home 11/10/23. We assembled the machine and commenced to use it and noticed that it flexed and bounced when in use. We contacted iFit for help with the flexing and bouncing issue, including uploading a video to illustrate the issue. We were advised the tighten all of the screws, nuts and bolts which we did and the problem persisted. We asked for a technician to come out to see if the issue could be fixed and no one has come out. I also purchased a foam floor mat (1 inch thick) to see if this would help. It did not alleviate the flexing and bouncing. I received a call from a representative named Benson who was calling me to up sell a subscription an online 12 month membership which I declined, but received an invoice for the following day for $349.00. I was upset that I was charged for this membership which is financed by TD Bank. This charge has been reversed, however the charge for the elliptical also financed through TD Bank is still pending and I received a billing invoice today. I’ve advised ProForm that I want a refund, the creditor paid back and to send someone to pick up the elliptical. There has been no response from Pro-Form/iFit.

  

  Business Response

  Date: 11/22/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

  I have reached out to our Billing and Returns Department mangament regarding your request. They have confirmed that per our return policy (view at (********************************************************************), We stand by our product and strive to deliver the best for our customers. If you are not satisfied with your purchase, you can request a return within 30 days of your delivery date. Returns will include a non-refundable return shipping charge of $250 and 10% processing fee. Any completed upgraded service is also non-refundable. Our ultimate goal is to deliver what you want, and we are willing to work with you to ensure the process is as smooth as possible.

  If you prefer not to return the machine we would be happy to set up a technician to come out and inspect your machine. Please let us know which option you would like to take 

  Thank you 

  Customer Answer

  Date: 11/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I do not accept the 10% re-stocking fee, and I was not aware of, nor do I believe it was disclosed to me at the time of purchase as I thought I was dealing with ProForm/Ifit, and not Nordic Track.  However, I am willing to accept the $250 shipping fee with ProFit arranging the logistics of the pick up and shipping. 

  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 11/27/2023

  Hi ****, 

  All fees are disclosed in our return policy, all orders receive a link at the time of purchase. Because we have not determined that there is an issue with this machine by a certified tech all fee's are applicable unless determined otherwise. 

  Thank you 

  Customer Answer

  Date: 11/28/2023

  
  
  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.  However, since their return conditions are based upon a contract or adhesion, whereby there was no chance on my part to negotiate its terms, I wish to return the elliptical.  Please advise when and a carrier will arrive to pick up the unit.   Since Pro-Form was unwilling to send a technician out to evaluate the unit, I request that they evaluate the unit for defects upon return and advise if the 10% re-stocking fee will be refunded.  I also request notification as to when the ProForm financing will be credited so that I can pay this off accordingly.  

  Thank you for your assistance.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/20/2023

  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 currently own a NordicTrack 2450 Commercial Treadmill which has become inoperable due to a iFit software update which was automatically pushed to the console built in to the Treadmill. Prior to the update the treadmill and all functions worked with no issues. Post software update, I get the error message "No Bootable Device. Hit any Key" and the machine is unusable.
  
  I have called NordicTrack to discuss options to address the issue and the only resolution provided is for me to purchase a new console for the treadmill at my expense. I find it unacceptable that a software update, automatically pushed to my treadmill, would cause it to be unusable and they expect me to pay more than 1K to fix the issue created by their software update.

  

  Business Response

  Date: 11/21/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
  

  I have reached out to our software team mangament and they have confirmed this error message is not related to an update issue. We have already confirmed this with our development team that it's a failure of the tablet, which is considered hardware and would require a new console. Where your machine is no longer covered under the manufacturer's warranty you may purchase a new console on our website ******************* or by calling into our member services at at ************** (****). 

  Thank you 

• Initial Complaint

  Date:11/20/2023

  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.

  I ordered a NORDICTRACK EXP 10i TREADMILL on 11/9/2023. Upon delivery and assembly, we identified that the item was not working properly. I reached out to the customer service team, and after several attempts to fix the problem we were able to identify that the treadmill had be shipped without any lubrication. The customer service team offers to provide a lubrication kit, but I am not comfortable attempting any maintenance or repairs when we have been unable to actually test the equipment to see if there are any other issues, or it otherwise meets our needs. If we were to void our warranty etc. that would leave us unprotected.
  
  After consideration, I reached back out to customer service to request a return and was told that there was no way to return the faulty item without paying an additional ~$400 in fees. It is unreasonable to expect a customer to pay that much money (or any money at all) to return a faulty item. After dealing with the customer service team at NordicTrack/iFit, I am even less inclined to try to fix the problem and keep the machine, as I have no interest in working with them further.
  
  I would really love if someone could help me coordinate a pick up and return of the equipment as soon as possible, without fees.

  

  Business Response

  Date: 11/20/2023

  Hello-

  
  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. 
  

  I have reached out to our Billing and Returns mangament, they have confirmed that 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 *************************************************. However if you wish to keep the machine and lubricate the belt we will be able to offer compesation in the amount of $79.50
  
  If you have any further questions, please call our Billing team at ###-###-####.
  Thank you
  
  
  

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is entirely unethical to demand customers pay exorbitant fees to return a product that was not shipped in working condition. The total fees come out to nearly third of the cost of the machine. I am not returning it because I changed my mind, you shipped me an item that doesn’t work and told me “whoops, guess you’ll have to fix it yourself”. How can you stand behind that policy as a company? You’re screwing over real people who can’t afford to throw $400 out the window because of your mistakes. 

  
  Sincerely,
  
  
  
  ******** **********

  

  Business Response

  Date: 11/21/2023

  Hi ********, 

  I'm sorry for the experience you have had, after speaking with our service department they have agreed to send out a tech to lubricate your belt and inspect your machine. We will also apply the credit of $79.50 to your account as compensation. Can you please verify the model and serial number off your physical machine so that we may go ahead and get that service set up for you. It will be located on a white or silver sticker on the base of your machine. 

  Thank you 

  Customer Answer

  Date: 11/22/2023

  
  
  Complaint: ********
  
  
  
  Hey there, 
  
  I appreciate you getting back to me and trying to offer compensation, but this route is still not a great solution for me. The value of the solution you are offering (compensation + lubrication kit + technician assistance) seems comparable to the cost of the fees I am asking you to wave in returning the item. I ask that we please just take that route, as I described previously I have lost a lot of trust in the company and am not interested in taking on additional work to try to repair the machine etc. 
  
  
  Sincerely,
  
  
  
  ******** **********

  

  Business Response

  Date: 11/22/2023

  Hi ********, 

  I'm sorry we are still unable to refund any return fees as 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 *************************************************. We will be happy to process a return but fees are applicable otherwise we have scheduled a technican to come out to inspect your machine and get it restored to manufacturer's specs. 

  Thank you 

   

• Initial Complaint

  Date:11/17/2023

  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.

  Have a perfectly functioning NordicTrack Treadmill 2013 and company decides it will not support IFit software - says it will function manually but it does not. Trying to fix with them, they are unable to fix says they no longer support the model (very expensive item that is perfectly good - except for software issue and company feels we should buy a new machine - wont happen and with their lack of support if we ever do purchase will NEVER be a NordicTrack product again - unless they rectify the software issue (simply want it to work manually - worked without IFit for years but now no more. Thanks

  

  Business Response

  Date: 11/21/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
  

  I have reached out to our software team managment and they have confirmed with the discontinuation of our machines, we are no longer able to troubleshoot or perform maintenance on the software. Because of this, we can't performing troubleshooting steps and with a lot of our older machines, we do not manufacture parts for them either. We can offer you a 20% off on a new machine but at this time, that is the only option we have available.
  

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you
  
  

  
  

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20887488
  
  I am rejecting this response because: Simply no logic to response (imagine if you had a perfectly good car and software of GPS no longer working - response sorry can't fix buy a new car) Bad Business decision, thanks
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/16/2023

  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 norditrak bike from I fit along with a training service, I also obtained an extended Warranty, the purchase was made on 6/24/23, the machine worked perfectly up until a month an a half of today, I have called several times to have them send me a technician to repair the machine but they keep on turning me down, stating that there are no technicians on my area, when they promised at the time of purchase that they will service the machine at my place, now they want me to find a technician my self and they will reimburse only $250 of that expense when a technician charges $150 per hr by the time he finishing fixing the bike it will be more than 250 and I will be stuck with the remaining balance.

  

  Business Response

  Date: 11/17/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter. 

  
  We are currently looking into our options. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!
  Thank you
  

  
  

  Customer Answer

  Date: 11/17/2023

   
  
  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.
  
  
  Until the replacement gets to my place of residence.
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:11/15/2023

  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 have been a faithful Nordictrack user with an old treadmill, recumbent bike, and elliptical.
  When I upgraded my treadmill to the 1750 (2020) everything seemed to be fine.
  Then I experienced the (apparently) common issue of having a 'bricked' treadmill.
  I tried re-powering the unit, the paper clip reset thing and looked for any loose connections.
  I have the all-too-common symptoms of active bluetooth lighting and nothing else being diplayed.
  For a high-end machine this seems like a improper testing rollout and I'm pretty disappointed in the experience.

  

  Business Response

  Date: 11/16/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.

  I'm happy to get this resolved for you, after reviewing your account it appears that we do not have your machine info on hand. Please provide these items so that we may assist you further: 

  Serial Number: 
  Model Number: 
  Version: 
  Where Purchased: 
  Date Purchased: 
  
  

  We look forward in hearing from you to get this issue resolved. Thank you 

  Customer Answer

  Date: 11/16/2023

   
  
  Complaint: ********
  
  
  
  Model NTL14129.9

  
  Serial *************

  

  Business Response

  Date: 11/17/2023

  Hello, 

  Thank you for supplying your model and serial number, can you please respond with the purchase date and place along with a picture of the bluetooth light you see when the machie is black. 

   

  Thank you

  Customer Answer

  Date: 11/21/2023

  I cannot find the receipt but it was in 2020 and it might have been Walmart
  
  
  
  Sincerely,
  
  
  
  * *****

  

  Business Response

  Date: 11/22/2023

  Hello, 

  Can you recall the month by chance?

  Customer Answer

  Date: 11/27/2023

   
  
  Complaint: ********
  
  
  

  I seem to recall it was after summertime when it was getting cooler/colder; maybe Sep/Oct/Nov.

   

   

  

  Business Response

  Date: 11/28/2023

  Hi, 

  Thank you for sending over the requested infomation, I was able to go ahead and issue you a one time courtsey console. Your order number is ********** you may track it once it ships at ************. Please allow 7-10 business days for shipping. 

  Thank you 

  Customer Answer

  Date: 12/04/2023

   
  
  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,
  
  
  
  * *****

  Replacement console was received and installed and now works as expected.  Still a bit nervous about re-connecting to WiFi.  Did iFit want the old console for evaluation?  

• Initial Complaint

  Date:11/14/2023

  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.

  After purchasing the bike at Best Buy I have not been able to use the included membership that was supposed to be included with it. They don’t want to issue a complementary membership since the bike came with it and now want 396 dollars for a 5 user one. I only need a single membership which they are not willing to honor it. If you look at my account they have refuse to give what was purchased with it. I am so disappointed and would love to return the bike and go to another company like peloton.

  

  Business Response

  Date: 11/15/2023

  Hello-

  
  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 and reaching out to our IFIT membership mangament they were able to confirm that it looks like the card declined, which caused the account to deactivate. We can honor the $120 pricing for the whole year, which is $10 a month but that promo is no longer active and can't get them back on the monthly rate since the account expired. 

  You are welcome to reach out to our Member Services at ************** (****) with any questions.
  Thank you 
  
  

  Customer Answer

  Date: 11/15/2023

   
  
  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 after the initial complementary membership that ifit has agreed to issue due to the fact that it was supposed to be included in the original purchase from Best Buy. I cancel the card because I came to find out that the original credit of one year was never issued to the ifit account. going forward after the initial free year. I'm willing to pay the 120 per year for a single membership. Thank You for mediating this issue. As always you guys stand for what is right and I'm grateful for that. 

  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Nordic Track bike on January 21, 2022, for $1,588.94, and it only has 20 hours of use on it. The screen on the machine now blinks when you plug it in and turn it on to the point it will give you seizures while riding it. We have contacted ifit/Nordic Track several times. The bike is still under warranty, and they are giving us a hard time about replacing the screen. I want the screen replaced immediately.

  

  Business Response

  Date: 11/14/2023

  Hello-
  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, I can see that an console was ordered for you as of 11/13/2023. Your order number is **********. You may track it once it ships at ************ please allow 7-10 business days for shipping. 

  You are welcome to reach out to our Member Services at ************** (****) with any questions.
  Thank you
  
  

  
  

  Customer Answer

  Date: 11/14/2023

   
  
  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:11/13/2023

  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.

  We purchased a x11i incline trainer in 2014. Machine has been great and we had been using iFIT family membership with our machine. Due to our family loving iFIT on the treadmill we decided to purchase a Nordic track rower in Fall of 2022 with a full 4 year iFIT family membership at cost of nearly $2k. In the spring of 2023 iFIT decided to not support older machines so now Im stuck with a family membership for iFIT that only half of my equipment works with. Their only resolution was to buy a new machine to use. I think it is deceptive when you purchase a machine and then expect the features to work on it for the duration of ownership.

  

  Business Response

  Date: 11/15/2023

  Hello,

  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. 
  

  With regards to your complaint, think of it like a cell phone. The software and technology that support the application is constantly also changing and requiring updates to the point where you have to upgrade your phone to stay current and have all applications working. Same goes for our machines, they reached it's end of live and are focusing now on our new consoles and technology that is available to better our experience with our members. With your rower, that is why you are still able to use it, because it is apart of the new technology and features. With that in mind, I would be happy to offer 1 year of membership for free, on top of what you paid for, as a courtesy and one time compensation. If that's not something you are interested in, I can look at doing a partial refund but don't know how much we could refund at this point.

  Thank you