Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,262 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/03/2023
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 received an email promising a 30% discount from ordering a product associated with one of their fitness instructors on CRAFT. Wnhen I went to ******************************************************************************************************************************************* to order from said catalog I was denied. This is a shady business practice by both iFIT and CRAFT.
Business Response
Date: 10/03/2023
Hello,
We're sorry to hear about your experience with your iFIT membership. We're happy to get this resolved.
Please use the following link. There you will fill out a form for a 30% off code. This code will come via email.
****************************************
Please let us know if you have any questions.
Customer Answer
Date: 10/03/2023
Complaint: ********
I am rejecting this response because: the code still does not work for a discount.
Sincerely,
******* *****Business Response
Date: 10/04/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced thus far. We completely understand where you are coming from on this matter.
So to confirm, you filled out the form and then got a separate email with the new code. Once you tried putting that code in, it didn't work at that point?
Thank you!
Customer Answer
Date: 10/06/2023
Complaint: ********
I am rejecting this response because: It does not address my concern. I did what iFIT is asking and not sure why they came back to ask again when that was my complaint.
Sincerely,
******* *****Business Response
Date: 10/06/2023
Hi *******,
If you have followed the instructions as stated then you will need to reach out to Craft Sportswear directly as we have confirmed the code is correct.
Thank you
Customer Answer
Date: 10/07/2023
Complaint: ********
I am rejecting this response because: I have received correspondence from Craft U.S.A. I've been told this is was a partnership with the iFit and RIVS team and they did not have a comparable code that will work with the RIVS product. The code I received from iFIT (attached) does not work to receive a discount and I'm being pushed by Craft U.S.A. towards processing an order as a rebate--this was not what was offered when completing the iFIT RIVS Challenge.------------------------------------------------------------------------------------------------------------------------------------------
Hi ***,
The challenge is that the code was in partnership with the iFit and RIVS team and we do not have a comparable code to give you that will work with the RIVS products.
We are sorry but the solution Victoria offered is our best option.
Cheers,
Laurie
Customer Care
From: ******* ***** <*****************>
Sent: Friday, October 6, 2023 3:20 AM
To: [email protected]
Subject: Re: FW: You earned a 30% discount from Craft Sportswear! #******
Victoria,
I rather not; preferred to get the discount at point of sale versus the rebate that you are offering.
Regards, ***
From: [email protected] <[email protected]>
Date: Tuesday, October 3, 2023 at 09:26
To: ***************** <*****************>
Subject: RE: FW: You earned a 30% discount from Craft Sportswear! #******
Hi *******,
Thank you for your email.
Please place your order and share your order number with us, we will then apply the discount and refund you the difference.
All the best,
Victoria
Customer Experience
Craft Sportswear North America
[email protected]
Performance Training Clothing | Official Store – Craft Sportswear USA
For world champions and everyday heroes
From: Craft Sportswear <[email protected]>
Sent: Tuesday, October 3, 2023 8:36 AM
To: *****************
Cc: [email protected]
Subject: Re: FW: You earned a 30% discount from Craft Sportswear! #******
Hi
Please contact our colleagues in [email protected]
*** ******* ********** / Best Regards
Lena
Phone: *** *** ** *** ** **
Hours: Mon-Fri: 08:00-16:30 CET
Den 2023-10-03 08:17:21 skrev ******* ***** (*****************):
Dear Sir/Ma’am,
I tried to use a promised 30% discount advertised in this email thread after competing an iFIT Team Rivs Challenge. I attempted to order a runners hat from the Team Rivs Catalog but your company denied my discount as not being valid. This does not make sense since this is specifically a Team RIVS discount offer ordering a TEAM RIVS product.
Regards,
******* *. *****
###-###-####
[email protected]
From: iFIT <[email protected]>
Date: Friday, September 29, 2023 at 06:32
To: ***************** <*****************>
Subject: You earned a 30% discount from Craft Sportswear!
Congrats on completing Rivs’ Aussie Adventure Challenge.
30% off Tommy’s go-to apparel!
Congratulations! You’ve completed Rivs’ Aussie Adventure Challenge and earned your 30% off from Craft Sportswear.
Claim your 30% off Craft
Don’t forget to claim your digital reward, tag @iFIT on social media, and use #iFITChallenge. You can also view your reward in your Trophy Case!
Claim your digital reward
Download the mobile app.
Download the channel on to your TV.
This is an advertisement. You received this email because you provided your email address to iFIT.com. View our Privacy Policy.
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ROKU and the ROKU Logo are trademarks and/or registered trademarks of Roku, Inc. in the United States and other countries.
CONTACT | SUPPORT
iFIT Inc. **** ** **** ** Logan, UT, 84321, US.
©2023 iFIT Inc. All rights reserved.
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--------------------------------------------------------------------------------------------------------------------------------------------
Sincerely,
******* *****Business Response
Date: 10/10/2023
Hi *******,
Can you please provide the code that you are trying to use?
Thank you
Customer Answer
Date: 10/12/2023
Complaint: ********
I am rejecting this response because concern is not resolved but providing requested discount code, which is *************.
Sincerely,
******* *****Business Response
Date: 10/13/2023
Hi,
In regards to the code, yes it is our sponsor, but when you are putting it in the Craft website, that is something we do not have control over and can't make it work at that point. We have not heard of any others having issues with the code and wanted to make sure they are also using the correct code. Please refer to the attachement to ensure you are using the code correctly.
Thank you
Customer Answer
Date: 10/14/2023
Complaint: ********
I am rejecting this response because: Issue was not resolved.
Sincerely,
******* *****Business Response
Date: 10/17/2023
Hi *******,
Becuase this issue is with the craft website and not the code you will need to reach out to craft directly.
Thank you
Customer Answer
Date: 10/18/2023
Complaint: ********
I am rejecting this response because: I've already contacted Craft and they informed me this was an iFIT issue and that I would have to pay full price before they would issue a rebate/refund as the only way they could honor the discount. I do not want to wait for a refund/rebate after paying full price as I am concerned this is an unscrupulous business practice.
Sincerely,
******* *****Business Response
Date: 10/20/2023
Hello,
Unfortunately the code is directly through Craft and there website. We do not have access to there website or coding to understand what is causing it to not go through. There isn't anything we can do on our end and would recommend escalating this with Craft if you do not want to do a partial refund. The code comes directly from Craft, we do not handle anything outside of making sure you receive the code.
Thank you.
Customer Answer
Date: 10/20/2023
Complaint: ********
I am rejecting this response because: issue is unresolved.
Sincerely,
******* *****Initial Complaint
Date:10/02/2023
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.
In early 2017 I purchased a Proform exercise bike (Studio Bike Pro model # PFEX01415) manufactured in 2016) that uses the IFIT platform. I also paid for an IFIT membership. Earlier this year, I found I could not load any of the streaming classes, nor could I access the recorded studio classes though IFIT. Thus while I can ride the exercise bike in a manual mode, I cannot access the workouts that controlled the workout resistance and elevation. Essentially the key features that made the bike worth the money I paid have been rendered un-usable. I believe it is reasonable for me to have assumed the bike would operate for at least 10 years or more. I would never have paid $1600 for a standard exercise bike. I contacted IFIT and on 9/27/2023, was assigned a case number (case ********). I received the following reply: Beginning on August 7th, 2023 all iFIT enabled equipment that was manufactured between 2011-2016 have lost access to all iFIT software updates, no longer connect to wifi, and cannot play iFIT workouts. Unfortunately, your machine is included in this group. You are still able to use your machine in manual mode. I would recommend reviewing this article for more information: ************************************************************************** Thank You,****** * ******** iFit *ember Support 1-833-680-iFit (4348)my.Ifit.com"Business Response
Date: 10/03/2023
Hello,
We're sorry to hear about everything you've been through regarding your iFIT membership.
After speaking with our iFIT team, they are not seeing any recent charges on the account associated with the email provided. The last charge on the account was back in 2021.
Are you referring to a membership under a different email? If so, please provide the email address.
Thank you!
Customer Answer
Date: 10/03/2023
Complaint: 20687083
I am rejecting this response because: The issue is not my membership. The issue is that the IFIT platform is not longer working for my exercise bike. This is the issue: Beginning on August 7th, 2023 all iFIT enabled equipment that was manufactured between 2011-2016 have lost access to all iFIT software updates, no longer connect to wifi, and cannot play iFIT workouts. I paid $1600 for an exercise bike that connected through IFIT to the internet that allowed me to play IFIT workouts. Now that functionality is gone. I believe I should be provided with an exercise bike that works as intended (that can connect to WIFI and play iFIT workouts).
Sincerely,
*************************Business Response
Date: 10/04/2023
Hello-
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.
In this regard, we do understand that it was an upsetting change for our members and what we offered at that point was a 20% off of a machine through our Sales Team. At this time, if you are looking for a machine with that capability, you would have to purchase the machine.
Thank you!
Customer Answer
Date: 10/09/2023
Complaint: 20687083
I am rejecting this response because:Complaint: 20687083
I am rejecting this response because: It is unreasonable to tell me "sorry" and all you will do is provide 20% off a brand new exercise bike that relies on the same (but newer) Ifit platform. First of all, I have no way of knowing how long IFIT will work with a new exercise machine. I expected IFIT to work with the exercise bike I purchase for much longer that 7 years. You are not providing any guarantee that IFIT will work with a new exercise bike for any length of time. What if it worked for one year? three years? Then I am in the same position - money spent, functionality not lasting. Second, as a consumer, I have reasonable expectations that the well maintained exercise bike I purchased in 2017 will function for at least 10 years. I think the company should provide me with a replacement exercise bike that will operate with the newer IFIT platform.
Sincerely,
*************************Initial Complaint
Date:10/01/2023
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 received my bike second hand from a family member who used it a handful of times. I used it twice, on the third time my screen would not boot up. I could hear it working, the fan worked but I couldnt see anything. I checked all the wires nothing is loose, bent, frayed, nothing. After waiting and waiting i finally got someone to help me. Only to tell me that my bike which has been used probably a combined total of 20 times would need a brand new console for over $700. This bike is almost $2,000 and now it is completely useless to me. It has been proven over and over that when the company does factory updates (which I have no control over) that often this frozen screen is a result. Sometimes it can be fixed and sometimes it cant. I am baffled by this and the fact that they expect me to spent $700 to make my bike usable again. I hope others read this and consider purchasing the competitor instead. Or perhaps Nordictrack makes this right.Business Response
Date: 10/02/2023
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.
As the machine was purchased second hand, it is not covered under the manufactures warranty. The original manufactures warranty only applies to the original purchaser, we do apologize.
You can contact our non warranty department at ************ for assistance or purchase parts online at iconservice.com
Thank you!
Customer Answer
Date: 10/02/2023
Complaint: 20682844
I am rejecting this response because: it has been proven time and time again that updates done by iFIT have been shown to cause the monitor to freeze. This is on every single forum I have looked on to try to fix this issue. There is no other explanation for how my screen worked one day and then didnt the next. You do this to your customers regularly and expect us to pay you more money to fix the issue.
Sincerely,
***************************Initial Complaint
Date:09/29/2023
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 treadmill and it was never delivered to me and I have been incurring fees from nordic trak for up to 700 dollars. They just keep on piling fees for a product that I never received. They turned me into collections and have stolen from me.Business Response
Date: 10/02/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. I have spoken with our billing and returns department and they have stated the fees on this are applicable per our return policy.
You can go online at ************************************************************ to further review if you would like.
You are welcome to reach out to our billing and returns department at ************ with any questions.
Thank you
Initial Complaint
Date:09/27/2023
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.
Treadmill has constant failures. I have contacted support multiple times over the last year for a resolution. Support has been minimal and unsatisfactory. I still have the issue with the treadmill which is unusable although I am still making payments on it and for the service associated with it (ifit subscription). The treadmill failure has caused me to fall multiple times and once resulted in a knee and wrist injury that took a few weeks to heal.Business Response
Date: 09/28/2023
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.I'm happy to get this resolved for you, Because you were injuried while using the machine we need to submit a legal form on you behalf. Please provide the following infomation so we may do so.
Injured Party's Full Name
Injured Partys DOB Date
Time of Incident
Injured Partys Height
Place of Incident
Injured Partys Weight
Did you seek medical attention?
Description of Injury
Surge protector used?
Original proof of purchaseOnce we have this info we may proceed
Thank you
Initial Complaint
Date:09/27/2023
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.
We purchased a new treadmill with delivery & assembly on 9/11/23. The delivery team stripped several screws during assembly preventing the monitor from being able to swivel. They told us everything would be in a report for Nordictrack to fix the issue. There is no report. Company does not stand behind their product when issues arise. Company has no customer service. ********************** wants to send us screws to fix the issue ourselves or charge us a minimum of $159 to come out & assess the issue.Business Response
Date: 09/28/2023
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 gone ahead and requested a technician to come out and finish the install of your machine. Once your hardware pack arrives the tech will be notified and will reach out for scheduling.
You are welcome to reach out to our ****** Services at ***** (4348)-680-iFiT with any questions.
Thank youInitial Complaint
Date:09/24/2023
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.
Hello - I bought my nordick track S22i in July 2021 to start my cicle journey. At the beginning it was working well , but in ************************************* the middle of the workout . It is unacceptable for the amount of money I paid for this bike . I have had multiple calls and they have told me to reset , to update but nothing works . No one can help me and Im out of my money .Business Response
Date: 09/25/2023
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.In looking into your account today, we were able to order a new console for you and set up a service order as well. Your part order is ICS9754928. You can track that at the link below:
**************************************************************************
Your service order number is SO-*******. The technician will be scheduling an appointment with you once all parts have been delivered. Once your appointment has been completed, if you have any further issues with the machine, please reach out to our ************************** at **************.
Thank youInitial Complaint
Date:09/21/2023
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 an exercise machine directly from NordicTrack in Sep 2017. I was recently informed that the iFIT software is no longer supported on machines with model years 2016 and earlier. I was never informed that I was purchasing an outdated machine. Had I known that, I would not have purchased. Now I am left with an expensive device that no longer functions as it was advertised. In addition, I was told that I could get a refund on my 3 year iFIT membership. When I tried to get that, I was told that it could not be honored because it was not purchased directly from iFIT. I do not know where it was purchased because the membership was given to me as a gift. It has become obvious to me that iFIT does not care about it's customers and will do nothing to make things right.Business Response
Date: 09/22/2023
Hello,
Our iFit team took a look at your order from 2017. The order shows that you purchased a NordicTrack Freestride Trainer Elliptical, model number NTEL71613, version number 5. The version 5, which you received was the last version made for model NTEL71613 and was the newest and most up to date version for that machine model at the time when you purchased this model. This is what you ordered and received.
We apologize for the recent discontinuation of iFIT support on your machine. Unfortunately, the hardware on this machine has become too outdated to continue the use of the iFIT software.
If you are interested, we can look into getting you a discount on one of our newer manufactured products?
Please let us know if you have any questions.
Customer Answer
Date: 09/22/2023
Complaint: 20637221
I am rejecting this response because:1) Had I been told that the product I was purchasing was a year old I would looked for something else.
2) Had I known that this product would be outdated and no longer supported within six years I would have looked for something else.
3) I should at a very minimum be given a refund to the three year iFit membership that was purchased for me.
Sincerely,
*************************Business Response
Date: 09/22/2023
Looking at the account under the email address, we have found that you haven't been charged by use. They have all been free activation cards and refunded the only charge back in June of 2022 because you had another activation code.
If you have an order number we can look into or a receipt as to where you got the membership, we can look into that further but if you used the membership up until it expired back in Aug of 2023, we would not refund anything since you were able to use the membership until the discontinuation.
Thanks!Initial Complaint
Date:09/20/2023
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.
In March 2023, my treadmill was set for automatic updates. I noticed that 20 minutes in to workout, iFit had an error and cancelled. Soon, iFit kept resetting. It was difficult to get in manual mode. Then the console didnt respond; even to removing key. When I reached out. They said I would have to get someone to look at it (I pay). Then if needed. They would order part and install at my expense. My treadmill is now useless. I have already replaced console 1-2 times. Order # ********* nordictrack.com 9/7/2015Business Response
Date: 09/21/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and its issues. We completely understand where you are coming from on this matter.
After reviewing your account it appears that your machine is no longer covered under the manufacture warranty.
Did you purchase an extended warranty for this machine?
If so, we suggest contacting our extended warranty team directly at- **************.
If you did not, please contact our non-warranty team directly at-************.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 09/21/2023
Complaint: 20631372
I am rejecting this response because: the problem happened secondary to an update to the software. Because of this, my treadmill is rendered useless to operate outside of the iFit software. I did not have the option of being able to have a treadmill without this software. There should be a mechanism to disable the iFit component. When it updates, it can affect the utility of the equipment. I do not think this should come at the expense to the owner.
Sincerely,
***********************Business Response
Date: 09/22/2023
Hello,
We apologize, you will need to contact our non-warranty team for further assistance.
A tech diagnostic visit is needed before any parts can be ordered.
They can be reached at-************
Have a great day!
Initial Complaint
Date:09/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a NordicTrack treadmill and with it came a 30-day free subscription to iFit. During that time I used iFit and it wasn't for me. So, I then cancelled the subscription (or so I thought). As it turns out, iFit has been charging me $41 a month for a family plan membership. I was never sent one invoice. This is legit robbery. I am curious how many other consumers they are taking advantage of in this regard. There is a reason they don't send invoices out. There is no doubt they can look up my usage of the program and they would see I have not enrolled in one class since. This company should be held accountable. This is stealing.Business Response
Date: 09/21/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your membership. We completely understand where you are coming from on this matter.
After reaching out to our iFit team we were informed that, you had paused the membership on March 1st.
Since the membership was only paused and not cancelled, the charges started up again on June 11, 2023.
We were also informed that our iFit team has refunded the most recent charge.
We apologize, we are not able to refund further as the membership was not cancelled.
Please let us know if you have any further questions.
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