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

  
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  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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:09/06/2023

  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 renewed my annual subscription with iFIT. One month later, in November 2022, iFIT charged my credit card for $510.84 for an additional year of annual subscription. I did not request this nor was I notified of this charge. I just noticed it when I logged into my iFIT dashboard to inquire about a problem with my husband's account. He cannot access his account.
  
  I reached out to iFIT but since it's past 30 days, they will not refund the money.
  
  I believe this is the equivalent to stealing. They should not take money from me without any sort of notification or request.
  
  I am requesting a refund of $510.84

  

  Business Response

  Date: 09/08/2023

  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. 
  

  In looking into your iFIT account this morning, it looks like the charge for the renewal was after 1 year not 2 we are only able to auto renew after 1 year. Our membership mangament has confirmed this charge was a manual charge by someone on your account. As we did not hear from you within 30 days of this charge, we are unable to offer a refund. 
  Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ###-###-#### DURING REGULAR BUSINESS HOURS.” If you wish to read more about the terms and conditions, please go to ****************

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

  
  

  Customer Answer

  Date: 09/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: What iFit says is untrue. Since I had already renewed for a year just two months earlier, I would not have renewed again for another year at full price. This charge was made without my knowledge or my wishes.  Again, I am asking iFit to refund me for the $510.84 they unlawfully charged me and remove the extra one year of membership. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 09/11/2023

  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 membership mangament we have confirmed that our records do not show us renewing on your behalf. It was manually done by someone who has access to the account

  Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: “MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL (866) 608-1798 DURING REGULAR BUSINESS HOURS.”
  If you wish to read more about the terms and conditions, please go to *********************************
  
  You are welcome to reach out to our Member Services at ************** (****) with any questions.
  Thank you 
  
  

• Initial Complaint

  Date:09/05/2023

  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.

  My problem is the lack of available workouts on the Vault. I purchased the Vault complete in 2021. Per the NordicTrack website: "The library of workouts led by iFIT personal trainers is ever expanding and provides an unparalleled variety of strength training workouts. Plus, with new workouts added every day, there is always a new iFIT strength workout for you no matter your fitness level or goals." This claim is totally false. In at least the last year, there have been no new workouts added to the machine. I have seen many new workouts added on the IFIT app on my phone, but nothing has been added to the Vault. I see that the Vault machine has been discontinued and I am assuming that is why updates of new workouts have stopped. Thinking my machine just wasn't updating properly, I contacted support and after numerous emails back and forth and trying several updates, I was informed that no workouts have been added, but "we're working on getting more workouts available." I don't believe this is a true statement. More months have now passed with no updates. Why can't you make the workouts that you have added to the IFIT phone app available on the Vault?

  

  Business Response

  Date: 09/06/2023

  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. 
  

  I have gone ahead and reached out to our IFIT software mangament regarding your complaint and they have confirmed at this time, we are only providing maintenance updates to these machines and do not have any ETA as to when/if workouts for the machine will be added in the future.

  If you have any questions, you can contact our Member Services at ************** (****)
  Thank you
  
  

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  iFit falsely advertised that new content would be available on the Vault.  I relied upon this advertising in making my purchase decision, both for the Vault and the continued membership.  iFit continues to advertise new content is regularly added even though the response to my complaint indicated that no new content is promised, EVER.  I have continued paying my membership for approximately 2 years believing that new content was coming.  

  Since iFit will not be adding new content to the vault, iFit should at the very least allow iPhone app users to screencast content from iPhone to the vault, or allow some other means to access iFit workouts available on other devices on the vault.  

  Otherwise, I would be satisfied with a 50% refund of my vault purchase since I got limited use out of it and you knowingly mislead myself and others with the false advertisement.

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

  

  Business Response

  Date: 09/12/2023

  Hi *****, 

  In regards to our advertisement, we do release new content on a regular basis. We just released a new series of Australia with Tommy R***. In regards to a refund, you are outside of your refund policy and can't honor any kind of refund. We can honor a 6 month extension on the membership but that is all we can do at this time.

  Thank you 

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  You claim your advertising is not false because you recently added a "new series of Australia with Tommy R***."  I checked and of course, that isn't for the Vault.  It's made for bikes, elliptical and treadmill, NOT the vault.  You have in the past, and currently still area, advertising on your website that content for the vault is being updated, but it is not and hasn't been for at least a year, possibly for the entire time I've owned my vault.

  Therefore, I am again asking you to come up with a way to screen cast or stream new strength training content that your company has available on other machines onto my Vault, or give me a 50% refund on my vault because you stopped adding content shortly after I purchased it, possibly before I purchased it.  I bought the vault based on your company's assertion that new content would be continually updated, but that's just not true.

  Please provide dates and titles of any new content added to the Vault in the past two years.
  

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

  

  Business Response

  Date: 09/19/2023

  Hi *****, 

  We apologize for the frustration you have experienced, After reaching out to our software mangament they have confirmed that we just released a new vault workout last month called "Power Hit and Strength Series" by Charles R***. Release date is 8/20/2023. We can assure you that we release new content for all machines. 

  Thank you 

• Initial Complaint

  Date:09/05/2023

  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 purchased a proform elliptical runner model ***********. After a year of having the machine it began squealing. I filed complaints with their warranty company and had them come work on it which never fixed the problem. Today the frame broke on the ramp which was the part that was squealing. I called and they refuse to cover the machine under their 10 year warranty. They claim the condition of the machine because there is rust. I reported that to their technicians when they were in my home and was told not to worry about it.

  

  Business Response

  Date: 09/06/2023

  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. 
  

  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 machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Thank you!

   

  
  

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Here are the requested pictures. The elliptical has been in my finished basement since I received it in April of 2020. I do not have a receipt but when I called they were able to find my purchase from my phone number ###-###-####.

  
  

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

  

  Business Response

  Date: 09/08/2023

  Hello-

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

  After reviewing your case and conversing with our managment they have confirmed that we are unable to offer a replacement at this time due to the conditions of the machine as stated in our limited warranty in the back of your user's manual ICON Health & Fitness, Inc. (ICON) warrants this product to be free from defects in workmanship and material, under normal use and service conditions. The frame is warranted for the lifetime of the original ICON is not responsible or liable for the following damages: (1) indirect, special, or consequential damages arising out of or in connection with the use or performance of the product; (2) damages with respect to any economic loss, loss of property, loss of revenues or profits, loss of enjoyment or use, or costs of removal or installation; or (3) other consequential damages of any kind. Some states do not allow the exclusion or limitation of incidental or consequential damages. Accordingly, the above limitation may not apply to the customer.purchaser (customer). Parts are warranted for three (3) years from the date of purchase. Labor is warranted for one (1) year from the date of purchase. This warranty extends only to the original purchaser (customer) and is not transferrable. ICON’s obligation under this warranty is limited to repairing or replacing, at ICON’s option,

  If you have any questions, you can contact our Member Services at ************** (****).
  Thank you
  
  

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The only moisture this product was exposed to was sweat. I find it hard to believe you produce a product that can’t stand up to sweat when the product is meant for working out. The frame is supposed to be covered. Sweating is normal use. Your companies failure to address the issue on your multiple visits to fix the problems I reported.

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

  

  Business Response

  Date: 09/12/2023

  Hello,

  We apologize, due the extreme amount of rust, we cannot provide a replacement. The condition of the machine is clear that this has not been well maintained or in a temperature controlled enviorment as stated in your user's manual under the maintance section we recommend cleaning the whole machine after every use with a damp cloth and a small amount of mild soap. The pictures provdided show us that this machine has not been maintaied as directed. We will not be offering a replacement at this time. 

  Thank you 

• Initial Complaint

  Date:08/31/2023

  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 have an older treadmill that I purchased because of promises made by the company. Supposedly the hardware is no longer supported which would be okay but the existing software is also gone. Plenty of companies no longer support something older but they still keep existing functionality intact. Now the problem is even worse as I am unable to access my statistics, library, scheduling, programs, etc. for the piece of machinery I have that is still supported as their website and its functionality was completely removed with zero notification.

  

  Business Response

  Date: 09/01/2023

  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 these changes, our company is moving forward in a direction to provide all functionalities in one place. With this, we still have the features, they are just inside of our application. You can download the mobile app on the phone or tablet and can also use our limited TV app for workouts as well. For the legacy machines, we have only discontinued the software features of this. You can still access the manual workouts as long as there is no hardware damage. We do apologize for the inconvenience but hope you see the positive aspect that we are trying to create for our members.

  Thank you 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20548048
  
  I am rejecting this response because:  There is no cost or effort to Ifit to keep the current functionality.  My equipment WILL NOT work without the Ifit programming thus leaving me with equipment that has failed as a direct cause by Ifit.  This "update" is just a money grab by the company.  No way will I EVER purchase another Ifit machine because of this.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/30/2023

  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 purchased elliptical around Jan-2021. Within 10 months it started making noise. After long conversations, they agreed to send replacement parts which were broken.
  
  Once I received the part, I had to get technician to replace the part.
  
  Same thing is now repeating every 6 to 8 months.
  
  I have contacted them on following dates so far.
  
  12/25/2021
  7/8/2022
  4/5/2023
  
  I even had to call technician to diagnose the problem.
  
  Every visit, I have to pay $150 per visit.
  
  I am looking for them to pay back the price what I paid and all installation charges/ technician visit.

  

  Business Response

  Date: 08/31/2023

  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. 
  

  After reviewing your account, we have reached out to our service managment, they have confirmed that we are unable to refund the service charges as you are way to far outside the warranty timeframe. Your the warranty that came with your machine was 2 year parts and 1 year labor warranty, the first service was covered under the warranty as it was submitted on 1/13/2022 and we do not have any records of you paying for service technicans ordered through your account. Our records show that we did not hear from you within 30 days of your labor warranty expiring and the technician confirming that the machine working to manufacturer's specs upon departure.

  As you are out of warranty you will need to work directly through our non warranty department to get this issue resolved. Please reach out them at ************** (****).

• Initial Complaint

  Date:08/30/2023

  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.

  Purchased a NordicTrack x22i Incline treadmill from Dick's Sporting Goods on 5/10/22.
  Model / SKU: NTL29222 . 02
  Serial Number: ************* Once the treadmill was set up a few days later the incline did not work at all. After multiple parts sent and 4 technician visits and multiple months until it was finally fixed.
  Shortly after the fan stopped working which has yet to be fixed.
  The current issue is a safety issue. The belt will randomly stop working while running on the treadmill. Per the request of iFit I have sent multiple videos of this happening (they keep encouraging me to use an unsafe product). They look at the video, say they don't know what is wrong and send a replacement part seemingly at random. It has now been over 6 parts and technicians visits and the problem persists and now the incline doesn't work and it takes multiple attempts to connect to the internet after they recently replaced the console.
  I have spent countless hours talking to their support online or on the phone with the same response. Multiple hours taking time off work for technician visits where the technician doesn't know what is going on. The refuse to refund the treadmill as it was purchased through an authorize distributer and not directly through them. They also refuse to replace the treadmill even though they do not know how to fix it.
  To me this is an unacceptable response and the fact they don't seem to care they have an unsafe product is absurd.

  

  Business Response

  Date: 08/31/2023

  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.

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. You can go online at ************************************************* to further review if you would like.
  
  In looking into your account we have confirmed the tech is currently trying to set up an appointment with you for the service order you had set up, We need to have the current tech complete his service before any further action can be taken. 

  You can reach them at ************** (****) with any questions.

  
  Thank you 

  
  

  Customer Answer

  Date: 08/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this machine is broken. There have been 12+ visits by technicians over the last year and it has never fully worked the entire time. The technician was out again today (his 7th trip here for this problem) and he recommends replacement. I will wait for his notes to be sent to you. I am very disappointed with this company and refusal to acknowledge a faulty machine. I have now probably spent over 100 hours dealing with this problem and a non-functioning treadmill. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/01/2023

  Hi *******, 

  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 all our options. We will need a few things from you to add to your case while we wait for the tech to upload his notes. 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!
  
  
  

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  

  Another frustration as I have done this already with multiple phone calls/online chats but here are the files. Since it won't let me send a video of it stopping, I converted it to a gif so hopefully you can see that.

  My email is ******************

  Thank you,

  *******

  
  

  

  Business Response

  Date: 09/06/2023

  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 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!
  
  

  Customer Answer

  Date: 09/06/2023

  
  
  Complaint: ********
  

  I just sent all those in yesterday and you sent me nearly the same message again. Please read previous message with all the attachments you requested. 

  -*******

  
  

  

  Business Response

  Date: 09/08/2023

  Hi *******, 

  Thank you for those photos, I'm sorry I didn't see them yesterday. We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email regarding replacement details. Please let us know if you have any questions. Have a great day!
  

  Customer Answer

  Date: 09/14/2023

  
  
  Complaint: ********
  

  Thank you, that is what I have been hoping for for months now. I still haven't heard from them, any idea how long that will take?
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/15/2023

  Hi *******, 

  It does look like they have approved your form, please allow 3-5 business days for them to reach out via email with your details concerning your replacement. 

   

  Thank you 

   

  Customer Answer

  Date: 09/18/2023

  
  
  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:08/29/2023

  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.

  I purchased a commercial **** Nordic Track treadmill model NTL14122 serial numer ************* for $2397.28 including tax on Jan. 18, 2023. The treadmill console did not work and motor would not turn the belt after recieving it. After several months of emailing and trouble shooting with customer service, a technician was finally sent to my home to address the problems. Technician came out in June and diagnosed the issue as being a bad lower motor control unit and bad console. Parts were ordered and replaced several weeks later. The replacement console was bad and did not work properly. The treadmill was serviced, belt adjusted, and console was replaced a third time. One week later, the treadmill continued to have the original problems with belt stopping abruptly and not turning in the middle of workouts. Technician came out a 4th time and stated treadmill was not repairable and needed to be replaced. He recommended this replacement but Nordic Track refuses to replace the treadmill.and are trying to force me to purchase an extended service plan for $299.99 to replace faulty parts that are under the original warranty. This treadmill has not operated how it has been marketed or designed by the manufacturer since delivery. I have not been able to utilize it properly since purchase. I am respectfully requesting your assistance in obtaining a new replacement as recommended by the technician or a full refund of my money.

  

  Business Response

  Date: 08/30/2023

  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.

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy.

  Afer reviewing your account, we can see that the tech was in contact with our service department less than 24 hours ago and has recommended parts to be replaced. I have gone ahead and ordered those parts. Your part order is ICS9742108, once the parts arrive to you the tech will contact you to set up a return visit. 

  Thank you 

  
  

  Customer Answer

  Date: 08/30/2023

   
  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:08/29/2023

  Type:Billing 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.

  Unauthorized charges on account were made, Charges were made after canceling membership with customer support over one year ago. Membership was not canceled by customer support. Continued charges on account. Issue was never resolved. Talked with **** from Ifit customer support after being charged once again. Terrible customer service! Will not undo the charges made on account after initial cancelation with help from customer service in June of 2022. Fraudulent Business! Do not sign up!

  

  Business Response

  Date: 08/30/2023

  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. 

  
  I have reached out to our membership mangament regarding your case, they have confirmed that we do not show any kind of commination from you until we refunded the ***************************************** 2020 and we do not see any kind of activity with cancelling the membership via online or support. They created an account using an activation code and cannot refund the 2022 charge.

  If you have anykind of documenation that has not been included we would be happy to send that over to them otherwise we are unable to refund any charges. 

  Thank you 
  

   

  Customer Answer

  Date: 09/02/2023

   
  Complaint: 20537787
  
  I am rejecting this response because:
  The company is fraudulent.  This does not surprise me that IFIT, would respond like this in this situation and say they would have no record of cancelation.  This is a common theme for this company, and is how IFIT is ran.  I do not recommend buying from IFIT!
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/05/2023

  Hi *******, 

  We apologize for your experience, pleae let us know if you have any additonal questions. 

   

  Thank you 

• Initial Complaint

  Date:08/28/2023

  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.

  On 08/12/203 I purchased a treadmill online and paid an additional 199 for delivery and in home set up. The delivery company was unable to deliver and set up the treadmill as I work until 4:30 and they stop delivering at 3. I contacted Nordic Track and 08/23/23 and they said they would try to find another company to deliver the product. I contacted them again on 08/28/202: as I hadn’t heard back from them. They acknowledged the delivery company couldn’t deliver the product, but refuse to refund my money.

  

  Business Response

  Date: 08/29/2023

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

  I have reached out to our Billing and Returns Department, they have verified that because you are still within the allotted time for delivery we are uable to refund fees. The fees you would be charged for a return abide by our return policy. You can read more about the return policy at  at *************************************************

  We have also gone ahead and refunded your white glove assembly fee as of 8/28/2023 with confirmation number ********. Please allow 7-10 business days for that to reflect your account. 

  If you have any further questions, please call our Billing team at ###-###-####.
  Thank you
  
  
  
  

  
  

  Customer Answer

  Date: 08/29/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  

  I was not made aware that I would have to be home on a Thursday prior to 3pm in order to have my treadmill delivered and set up, that is not part of your policy. I don’t have anyone to be there and I can’t get the treadmill in the house by myself. That’s the reason I paid extra for the white glove service. I am requesting a full refund. You were not able to deliver the service I paid for and your policy says nothing about being home on a Thursday before 3.

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

  

  Business Response

  Date: 08/30/2023

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine delivery. We completely understand where you are coming from on this matter.
  
  I have reached out to our Billing and Returns Department, they have verified that because you are still within the allotted time for delivery we are uable to refund fees. The fees you would be charged for a return abide by our return policy. You can read more about the return policy at  at *************************************************
  
  

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

• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising 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 purchased a treadmill from iFit/NordicTrack 9 -10 months ago. The treadmill has not worked correctly since I've owned it. The warranty department has had 9 months to fix this treadmill and has not been able to. I would like a refund and to return the treadmill. I have almost injured myself several times as the belt stops abruptly during runs yet the customer service team has decided this isn't a problem that they need to actually address.
  They state that I didn't have a documented issue in the first 30 days so they wont refund. My problem started within weeks of delivery, but since the problem only happens at higher speeds, I didn't see there was an issue right away.

  

  Business Response

  Date: 08/28/2023

  
  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.

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.You can go online at ************************************************* to further review if you would like.

  
  In looking into your account, we can see you contacted our member services department regarding issues with your machine on 8/28/2023 and they were able to set up a technician to come inspect your machine. Please allow 3-5 business days for the tech to reach out to you for scheduling.
  
  You are welcome to reach out to our Member Services at ************** (****) with any questions.
  Thank you
  

  
  

  Customer Answer

  Date: 08/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As was explained to your customer service representative, the problem occurs during extended or faster workouts and that was not something I did in the first 30 days as I started to use the new equipment. The first time I experienced the problem, I attempted to address it myself by relubricating the belt, thinking that it may be an overheating issue due to too much friction on the deck. Since I don't do sprint workouts very often, I did not know it was a reoccurring issue until November or December.

  It feels as though I'm being punished for not immediately putting the treadmill through its paces to ensure that you build a quality product rather than trusting that it would work as advertised past 30 days. Your policy seems intended to address people who are not satisfied with the product versus being delivered at effective unit. I simply want a treadmill that works and after 8 months of trying to fix it, it appears this is not one that will.

  I understand that you have policies to protect against people taking advantage, but at some point you need to look at the circumstance for what it is and make an individual decision. I don't believe it's that difficult to understand that when the problem only occurs during specific workouts, it may not be found in the first 30 days. In fact, it was during one of your iFit video trainings in which I first found this problem.

  I am risking injury by using this treadmill. the belt at times abruptly stops, sending me forward into the display. I have very little trust in this product, since after multiple attempts to fix it the problem persists.

  I do have technician scheduled but that was done because your returns department refused to even consider the fact that I may have a defective product and it should be considered for a return.

  I would appreciate any help resolving this issue that doesn't involve simply throwing more parts at the treadmill and crossing your fingers. This treadmill was to be the first purchase in what was me building out my home gym and this experience is making me question considering any products affiliated with iFit going forward. Accepting a defective product back would go a long way to building trust.

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

  

  Business Response

  Date: 08/30/2023

  Hi ******, 

  We apologize for the frustration you have experienced on behalf of of the machine, we can assure you that we are doing everything we can to get this issue resolved for you. We need to allow the tech to come out and inspect the machine before we can look into all options we have. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you.