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

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  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:07/14/2023

  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.

  I Purchased this treadmill in April 2020 it came with a one year free membership for iFit. I didnt use it because I got hurt and had covid complications. After I recovered I decided to open the card and redeem it to my surprise. It was already redeemed by someone else and a different country. I know this information because I called iFit immediately to ask for help with my membership, I contacted iFit this year of 2023 in February. They had me give them the serial number to my treadmill. I provided them with a receipt of purchase and I also emailed them photographs of the gift card that was never redeemed by me, after a lot of going back-and-forth, they agreed to honor my one-year iFit membership, they told me that it would be an in affect from March 2023 to March **** to my surprise. My membership was canceled in April 2023. I called iFit again today July 14, 2023 to ask what happened to my membership answer my one year membership that they had provided me with. Now they are telling me that same old story that my membership was redeemed by someone else with a different email and theres nothing they can do about it so Im telling them to go back and read the notes the conversations that I had back in February where this was supposedly resolved and they have no recollection of those notes. Their customer service is horrible. The only thing that the man over the phone was telling me was to calm down and to relax with no solution. They told me that a manager or a supervisor would call me in the next two hours. Its been four hours and they still have not called me. They have the worst customer service ever. How can it be that somebody redeemed my code in a different country using a different email, and they can't help me get my membership back, after giving it to me and now they take it away again!! This is a scam! They are either selling duplicate memberships or this is a strategy to scam people.

  

  Business Response

  Date: 07/17/2023

  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 you were in contact with our team on 7/14 about this issue and were able to resolve it with them.
  The monthly charge you received has been refunded.

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

  
  Thank you 
  

  
  

  Customer Answer

  Date: 07/17/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/13/2023

  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 $3000 Nordic Track treadmill in March of 2021. This treadmill works with an interactive fitness program run by iFit. Over the past 2 years, I have had multiple problems with the treadmilll/iFit interface that I have spent hours on the phone with iFit working to resolve. In late-April, my treadmill again quit working and I called a third party repair company to come to my home to determine the problem. It took several weeks before they were able to schedule my appointment and when they came, they determined that I needed a part that they had to order from Nordic Track. This part took several more weeks to get from Nordic Track and then I had to wait an additional 2 weeks before the repair company could come back out to install the new part. I just found out this week that the part they ordered did not solve my issue and the main control panel would also need to be replaced which would cost several hundred more dollars at which time I determined that I could not afford this additional cost - rendering my treadmill unusable after just over 2 years. I contacted iFit today as a week prior to my treadmill not working in mid-April, I paid $427 for a yearly membership to the iFit program which I can no longer use (and have not been able to use since I renewed it in late April). The iFit customer service team told me because I did not notify them within 30 days, they refused to provide a refund even though I explained that I did not know within 30 days that my treadmill was not repairable. My request is that iFit does the right thing and refunds the full $427. I am already out $3000 on a treadmill that I can no longer use and I have spent several hundred dollars from the repair company that was unable to fit my equipment.

  

  Business Response

  Date: 07/17/2023

  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 IFIT team and they have refunded the charge for you.

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

  Thank you 
  
  

• Initial Complaint

  Date:07/12/2023

  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 spoke with a representative June 2021 to discuss purchasing a treadmill that could perform like the Peloton and allow me to workout with friends on the same platform from anywhere in the world. The salesperson said their machine would allow me to do this, as it offered both competition mode and live workout mode. Based on this representation, I purchased the treadmill on June 8, 2021 (Order No. *********) for $3,591.58. After my purchase, I learned that the competition mode was not fully developed and "was being worked on" and to give it a few weeks. Weeks and months passed, after multiple chat sessions and phone calls, and I was still unable to utilize the competition mode with my friends across the nation. I contacted Nordictrack to be told that the competition and live workout mode was no longer compatible with the treadmill. I have attempted for the past few months to work with them via chat, email, phone and letters to resolve this issue. I have asked for a full refund and return of the treadmill, so that I can buy a machine that actually does what I need; or, to refund the remainder of my loan amount (through their loan co. TD Bank) do that I could sell the machine, as the machine is now useless to me. The co. has only offered me 1 year free of membership to the Ifit App that I already have and that does not offer the platforms which were promised when I purchased the machine. I did not sign and was not offered any paperwork or terms and conditions stating that the above platforms would be discontinued after my purchase. I relied on their word that I could use the machine for a specific purpose, and they lied to get me to purchase the machine, because I could NEVER use it for competitions with friends as they said. It was not until after the refund period when I was told that the platforms they said could be utilized with the machine were not available. This is simply not fair to a customer to be lied to and duped into making a purchase.

  

  Business Response

  Date: 07/13/2023

  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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. 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.
  

  Our records indicate that you have spoken to our escalations team and they have let you know that we are unable to issue a refund for the machine. along with them we are happy to add 1 year of ifit to your membership for you if you would like. 

  Thank you 

  Customer Answer

  Date: 07/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it was only due to Nordictrack's statement to me that I would be able to utilize the competition platform, and it was being updated/upgraded/improved that I chose to keep the machine past the 30 days and utilize this platform that was promised to me to induce me to purchase the machine.. Why am I being punished for relying on Nordictrack's statement that the machine could perform in a certain manner and then selling me a machine that could not? I did not do anything wrong here. You promised me that I could use the machine for competitions and live workouts, and I cannot. You said I would be able to "soon", it never happened, and now you don't offer that option at all. How is that not grounds for a refund? 

  The 1 year offer for the Ifit App does not solve the problem because I still cannot do competitions or live workouts, which were promised to me.

  I do appreciate that you all are not saying you aren't wrong here, but I would really hope that you can make this right. I simply want to use the machine to see my friends and help all of us maintain our health goals. I understand your salesperson thought the machine was capable of such, but now that you all know it was not and still does not do such a thing, can you please help a good paying customer resolve this and refund the money I paid? I shouldn't be held captive to your sales agents' misrepresentation. Just morally, that's not right.

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

  

  Business Response

  Date: 07/14/2023

  Hello, 

  Our Company is now focused with our pre-recorded workouts that we have been doing as well. We have seen most of our members are interested in these workouts. Because of this, we are moving our focus to certain features of the app so we can build and improve those programs and features. Because of this, they have decided to discontinue the live workouts as we transfer our focus to our iFIT application. We apologize for the inconvienace this has caused you. 

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

  Customer Answer

  Date: 07/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not solve the problem I’m having with the machine. I understand you’re no longer offering live workouts and competitions, but this is what you all promised me when I made the purchase. So, all I’m asking is for a refund so I may purchase a machine that does actually offer this, as it is necessary for my friends and I to workout together (we live in different states). You all asked my needs when I purchased and when I told you this was what I was looking for, you promised I would have no problem doing this. However, the competitions never worked (see the attached chat sessions), and now you no longer offer it. So, what am I supposed to do at this point, now that you all sent me a machine that does not do what you promised it would do?

  It seems like this is unjust enrichment. You all have my money, but sent me a machine that doesn’t perform the way I was promised. I’m begging you all to work with me to make this right. I didn’t purchase to use the recorded workouts, so that is not an option for me.

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

  

  Business Response

  Date: 07/19/2023

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

  
  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. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your product within 30 days upon receipt. If you wish to read more about the return policy, you can do so at **************************************
  
  You are welcome to reach out to our Member Services at ************** (****) with any questions.
  Thank you 
  
  
  

  
  

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because your customer service department was unable to assist me with this request, saying that someone in upper management needed to assist me. I am asking if someone with more authority can help with this, seeing that the refund return period was only missed due to your misrepresentation of what the machine could do. I waited the timeframe for you all to fix the issue, and it was never fixed, and now you no longer offer the platform that was promised to me. Are you saying, there is nothing that you all are willing to do to compensate for your misrepresentation in selling me a machine that could not perform in the way that you are promised?
  
  
  
  Sincerely,
  
  ******* ************
  

  

  Business Response

  Date: 07/21/2023

  Hello, 

  We sincerly apologize for your frustration,  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 however, we are able to offer you a 1 year IFIT Membership to continue with the prerecorded workouts. We apologize that the live streaming services have been discontinued and would like to help maintain your heath and wellness goals with our state of the art IFIT membership. Please let us know which email you would like to add that to. 

  Thank you 

  Customer Answer

  Date: 07/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I’m concerned about the competition platform that you all promised I could utilize with friends with your machine. How do I do that with this machine now? Since I purchased the machine, this platform never worked. Are you saying you’re okay with selling me a machine for a specific purpose and not offering any compensation (not the app (i already have that)) for promising your customer something and then not providing it? That just doesn’t seem fair.
  
  
  
  Sincerely,
  
  ******* ************
  

• Initial Complaint

  Date:07/11/2023

  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 ordered an x22i on Black Friday in 2019, order #********.
  First of all, Ryder was such a nightmare. I lived in base and told them that from the get go. They kept sending felon after felon after felon to deliver, get all the way to the gate, and then be shocked they couldn’t get on. It took me well over 16 hours on the phone to get it delivered months later. Then I never even got it set up in my house, or white glove room of choice, which I also paid for.
  One guy that said ‘I mean, it’s too heavy for just me, and I can’t set it up alone. That would take me so long.’
  So my husband did it, also alone. So this guy was lazy and incompetent.
  Since then, the machine has broken three times. Every time it’s the same issue. Every time the same part fixes it. Every time, they require us to jump through every hoop imaginable to prove to them we’re worthy of a fix. Videos, video chats, phone calls, emails. So now it’s broken a fourth time. The belt will randomly stop and start, both dangerous and a liability.
  We let them know it’s broken a fourth time. They had the audacity to let us know it’s now out of warranty, the extended warranty we paid extra for. Yay for them that their machines will break every year until the day you die. Eventually they’ll get more money from you.
  So now they’re asking us to pay $155 just to get someone out to come look at it.
  This was also promised with our purchase. ‘Someone will come out yearly to check your machine.’ Since Covid happened no one has ever come or even offered to come.
  I will not be paying for someone to come to my house to confirm what I already know. It’s literally already happened three times.
  At this point I want every cent back I’ve paid for this treadmill. It’s a lemon, and they need to admit that without demanding more money from me. I need this thing out of my house, and I want my money back.

  

  Business Response

  Date: 07/12/2023

  Hello, 

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

  We're happy to get this resolved. 

  Please verify if you have purchased an extended warranty by providing a proof of purchase. 

  Please also provide additional information about the current issue. 

  Thank you! 

  Customer Answer

  Date: 07/15/2023

  
  
  Complaint: ********
  
  
  
  The problem is that we did have a extended warranty and the issues we had over and over have not been fixed. It kept breaking. We have submitted numerous complaints about it and the control board has been replaced 3 times and the upper monitor unit once. Every repair has made it work temporarily then it would break again having the same issue. You can see in the attachments that an email mentions a case number that is not listed on our account history. It seems some of our repairs have not been logged properly or have been removed all together. We are asking that it be replaced under the lemon policy or refunded. It doesn't make sense to repair the same problem over and over under the warranty then expect us to pay for another warranty to continue repairs on the same problem. No matter how many warranties we buy this isn't getting fixed. My last email to icon fitness was to ask for two wire harnesses that I think may actually fix the treadmill since we still have a parts warranty. You won't give them to us unless we pay for a tech visit which costs more than the parts themselves. It seems at this point your company is just making money off of service plans and deliberately keeping these machines broken. We have had barely any use out of it due to these issues. 
  
  
  
  Sincerely,
  
  ****** ***********
  

  

  Business Response

  Date: 07/17/2023

  Thank you for the additional information. 

  What is the current issue with the machine? Does the belt not run? Does the console not have power? 

  What is the issue?

  Customer Answer

  Date: 07/18/2023

  For heaven’s sake. We’ve explained the issue. In our documentation we’ve explained the issue. We’ve talked on the phone and FaceTimed about the issue. I’ll say it one last time for the people in the back, since no one seems to be bothering to click a few buttons and check the pages and pages of history we have on the issue.

  The belt works intermittently. It will start for a manual workout and then suddenly stop. It will not work for iFit workouts at all. It’s the same issue we’ve had four times before. 
  

  Now, once again, please check the history before asking what the problem is. We are kindly asking please for a refund on this machine for all the ridiculous hoops we’ve jumped through for the several other fixes to be made. Please, before you ask more questions, give us as the customer the courtesy of doing your own research on the issue, and make the right decision to refund us for this machine. Please.
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ***********
  
  

  

  Business Response

  Date: 07/18/2023

  Hello, 

  Thank you for the additional information. 

  We're happy to get this resolved. Please provide a video of the controller LED light blinking pattern is when the belt stops. 

  Please send your video to [email protected] and reply back here once your email has been sent as you will not receive a reply via email. 

  As for a replacement/refund, we are not able to provide one as you are well outside of the 30 day return window.

  Customer Answer

  Date: 07/18/2023

  I will not be providing a video. I have already provided many videos. I have both sent the videos as well as video called to prove it’s doing it.

  I know what the problem is as it is constant and has prevented me from using the machine for half the time I’ve owned it.

  I understand I’m outside of the return window. That’s literally the reason why I’m not using customer service and going through BBB instead. I figured you all understood that by me taking this to BBB, it meant I was no longer willing to take the month long process it takes with a million emails, as you all are doing with me now, to resolve this.

  Lemon Law this out and provide a refund. Please. Please stop wasting my time.
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ***********
  
  

  

  Business Response

  Date: 07/20/2023

  We apologize, our only option is to resolve the issue with parts and service. 

  In order to do so, we must further troubleshoot the current issue. 

  We will need a video of the LED light blinking pattern in order to proceed.

  Customer Answer

  Date: 07/20/2023

  This is not customer service. I am utilizing BBB because customer service is not helpful. Please acknowledge that you understand that very clearly.

  Secondly, I’ve added my name to a class action lawsuit against your company for pulling this nonsense on countless others. You should be ashamed of the way customers are being treated after giving you thousands of dollars.

  Thirdly, I will gladly guide you to the videos we’ve sent in the past over and over as directed. They’re in your files. Please use YOUR time and YOUR energy to find it instead of asking me to do more work for you so you don’t have to.

  Fourthly, I’d love to send a video after being issued a refund of the product. This is what I’ve asked for from the get go, and what I continue to ask for. And while you continue to gloss over that fact, I am growing more and more frustrated. 
  Do the work. Don’t ask me for more. Get this resolved and do the right thing. 

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

  

  Business Response

  Date: 07/21/2023

  Hello, 

  Our only option at this point is to continue with parts and service. 

  In order to do so, we will need an updated video on the current issue. 

  Please send a video to the email previously provided and we'd be happy to get this resolved. 

  Thank you! 

  Customer Answer

  Date: 07/21/2023

  So you chose to ignore every single word I said, rearranged some words and sent the exact same email?

  Is this a robot I’m speaking to?? For the love of God, read my words and respond to this words, not what your script tells you to say!!!!!!!!
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ***********
  
  

  Customer Answer

  Date: 07/31/2023

  I have attached the requested clarification. Please let me know if you need any other videos. 

  

  Business Response

  Date: 07/31/2023

  Hello, 

  We apologize, this is our policy. 

  If the manufacture labor warranty has expired, you will need to contact our sales and service team to pay for a tech to come out and diagnose the issue further. 

  You can reach them directly at-###-###-####

  Have a great day! 

  Customer Answer

  Date: 07/31/2023

  I don’t know how many more times I can say this. I am completely out of patience with you all and am considering making a drive to headquarters since this clearly is not getting any of you into ‘care about the customer’ mode.

  I have done all these things.

  I have spent hours on the phone.

  I have spoken with you all endlessly already.

  when I found your response to be ridiculous and extremely demeaning, I turned to BBB to get immediate action.

  Again, this is not customer service. This is Better Business Bureau and you have lawsuits against you for treating thousands of customers this way. I will not spend any more money since it’s happened so many times inside the warranty. Your device is trash and you know it, and you’re cowering behind BBB which is not what this platform is intended for.

  For the absolute love of ***, I will once again beg, as is inappropriate to make a paying exhausted customer do, DO THE RIGHT THING AND REFUND THIS MACHINE. Do not ask me to do more for you when you have done literally nothing for me but give me a runaround. Do the right thing. Do the right thing. Do the right thing. Do the right thing. Do the right thing.
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ***********
  
  

• Initial Complaint

  Date:07/10/2023

  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.

  iFit auto renewed our membership. We attempted to cancel but it did not cancel because we have two accounts. We contacted the company and asked for cancellation and a refund as they charged us for an entire year. They are refusing to issue a refund and are forcing us to pay for a full year and keep the membership until May of 2024.The account is under ********, e-mail address **********************

  

  Business Response

  Date: 07/11/2023

  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. 

  
  In looking into your iFIT account this morning, it looks like the you were in contact with our team on about this issue and were able to resolve it with them..
  The charge you received has been refunded and your form of payment has been cleared so you will not receive any additional charges. 

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

  
  Thank you 

   

  
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20299370
  
  I am rejecting this response because: I have not received a refund. When will it be processed?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/12/2023

  Hi *****, 

  Please allow **** business days for that refund to reflect your account, it was submitted yesterday. Thank you 

  Customer Answer

  Date: 07/13/2023

   
  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.  We have received the refund. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2023

  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.

  iFIT has been charging me subscription fee without prior approval. They sent me an email and said if I didn't respond to the email they will continue the subscription. Their email ended ** in my spam folder. I have emailed them to stop charging me and I still keep getting charged.I am flagging questionable business practice from iFIT and want to flag this to all customers being scammed by iFIT.

  

  Business Response

  Date: 07/11/2023

  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. 
  

  We have looked into this and do see it was apart of the machine purchase of the terms of use state it will activate a membership upon purchase. As you reached out back in March regarding this, we can refund March through June and cancel the membership. and payment.

  We do see you did dispute the February charge as well but didn't reach out before March so we are only able to refund March to June.  We will start processing those *************.
  

  Thank you.

• Initial Complaint

  Date:07/07/2023

  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 tread mill on November 15th 2022. The price of the machine was $1790.11. We had white glove delivery service about $200 included in price. They set it up no manual came with it they told us we were going to get one in my email which we never received. On day 2 the treadmill was making a loud noise when on incline. I have a 15 month warranty we tried calling emailing to have service but we could not get through to anyone. Left messages, emails etc. All I wanted was someone to come out and fix the issue or a new one if needed but I was unable to get a hold of anyone for 2 months. On January 7th 2023 I contacted my **** cc and opened a dispute because I could not get a hold of them. On January 14th 2023 my credit card company said dispute was resolved and nordic trac refunded the amount I was instructed not to send anything back. On July 6th 2023 6 months later I received an email saying that the treadmill needed to be returned. They want to charge me ****** to have the treadmill picked up I told them Im not paying to have a broken treadmill removed from my home. They threatened to send me to collections Also, when I told them I tried for 2 months to get through their response was that was our busy season. Well as a consumer with a warranty that is not my problem. The manager was very rude and threatening . I'm not paying any additional cost to have this treadmill picked up from my house if they want the treadmill back they can come and pick it up anytime at no charge to me.

  

  Business Response

  Date: 07/10/2023

  Hello- 

  
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your order. We completely understand where you are coming from on this matter. 
  

  We spoke with our Billing and ****************** about this return. They have informed us that if you are not willing to cooperate with threshold pick up. The machine will either need to be available at their front door, or they pay a removal fee. We apologize for the inconvienance, however this is our company policy. 

  Thank you 

  
  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20290439
  
  I am rejecting this response because: As previously stated I was unable for 2 months to get through the service department the machine on day 2 was making a very loud noise.  I  disputed the charge with chase credit card *****  this is the only charge I disputed.  As I previously stated we are unable to bring the treadmill to the front door as one of the reasons why we had white glove service.  I paid ****** for the service and now they want ****** to remove it.  It does t make any sense.  What upset me the most was when I spoke with manager about trying to get service during those 2 months they told  me it was their busy season which obviously it not my fault!! So my request is to have them pick it up without me paying any fee.

   

   

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

  

  Business Response

  Date: 07/11/2023

  Hi ****, 

  We sincerly apologize for all you have been through, I have reached out to our Billing and ****************** regarding your request. They have confirmed that we are unable to remove the machine for free as this charge is a 3rd party company and we cannot offer their services for free. This option will have to be paid for. We apologize for the inconvienance. 

  Thank you 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20290439
  
  I am rejecting this response because:
  IFIT could easily pay the third party company their fee
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/13/2023

  Hello-

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

  We apologize for all you have been through, we are unable to offer free disassembly, if you wish to have the machine disassembled you will need to contact our member services at ************** to get that set up, otherwise  We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine. 
  
  

  Thank you 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20290439
  
  I am rejecting this response because: This is not helping me Out at all;  I dont feel like I am responsible for this equipment to be removed from my home .  This is the same response with different wording.  

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

  

  Business Response

  Date: 07/17/2023

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

  -We have gone ahead and requested the carrier to pick up the machine at no cost to you. Please allow **** business days for the request to be sent and put through their system for contact. 

  Please let us know if you have any further questions. 

  Thank you 

  
  

  Customer Answer

  Date: 07/18/2023

   
  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:07/07/2023

  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 NordicTrack treadmill in 2020. My warranty expires in December 2023. My treadmill stopped working in December 2022. I have tried numerous times to get the company to honor the warranty and fix my treadmill, but they wont. I think they are hoping to wait out the remainder of my warranty. I would like my treadmill fixed. I have been without it for 8 months.

  

  Business Response

  Date: 07/10/2023

  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're happy to get this resolved. 

  Please verify the machine's model and serial number.

  Customer Answer

  Date: 07/10/2023

   
  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.
  

  Model No. NTL29019.0

  Serial No. *************
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service 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.

  Purchased treadmill that stopped working after 13 months.After 3 service calls Countless hours on the phone with customer service there is no response no resolution- customer service could not be more unhelpful.

  

  Business Response

  Date: 07/07/2023

  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 look into this for you, after reviewing your account I can see a new console and upright wire were ordered for you back in april. Could you please send us documentation of the tech notes that were taken from the tech's visits so that we may better get this resolved for you? 

  Thank you, we look forward to hearing from you. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20286266
  
  I am rejecting this response because:

  As noted in my initial message I notified iFit of my machine issues in March of 2023, based on my date of purchase my machine is still under your warranty for parts.  Since March I have paid for three separate service technician visit, each visit the technician installing new parts.  I am in the process of my setting up the 4th visit of the technician to yet again attempt to resolve this issue.  As someone who is a daily user of my treadmill it is extremely dissatisfying and disappointing that I have made significant effort over the past 4 months to get this resolved and my treadmill running again.

  I have spent at least **** hours on the phone with customer service over the past 4 months, each instance talking through the entirety of my problem with a new customer service representative.  I have asked for supervisors on several occasions and at this point have only been connected to someone at that level one time (***********************), other times I have been told that is "illegal" (which makes no sense), otherwise they indicate they don't have the ability to make that connection for me.  I have also called your corporate office directly two times and no one returned my call.  To take it even further I messaged your customer experience leader, ***********************, on Instagram - no response.

  As a company who sold a treadmill advertised as "commercial grade" I would certainly expect it to run without issue for longer than a year.  I have found your customer service group horrible to work with and no one I've encountered or spoken with has actually followed up with me, rather they tell me to call back in a couple days.

  I would appreciate if someone from the company actually reached out directly to me and made an effort to either get my treadmill working otherwise replace it.  At this point I am definitely realizing I made the wrong decision in purchasing your treadmill, a Peloton would have been much better as their customer service team actually provides assistance.

  My most recent call to your customer service group was this morning (case ********) as you were attempting to assign a new repair company for my 4th visit.

  My cell phone number is ************ and I would appreciate a direct response from your company from someone at an appropriate level in your organization to resolve my complaint - however based on my interactions with your company to date I don't expect that call.

  My issue reported won't be resolved to my satisfaction until my machine is either fixed or replaced.  I am currently at the point where I am looking for an attorney to file a small claims action against your business.

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

  

  Business Response

  Date: 07/10/2023

  Hi ***, 

  We are happy to help get this resolved for you, is the tech you personally hired an outside company or one from our company? I'm just trying to locate what was done so I can assist you better. 

  Thank you 

• Initial Complaint

  Date:07/06/2023

  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.

  We have had our NordicTrack treadmill for a few years, and it has the IFit system installed. - Our treadmill cost us rough $2,000 - IFit organization could not do anything for our Ifit system not doing its update - I am not asking for money; I just want my treadmill to work. I am part of the active Army and don't have time to run outside or to our installation gyms. My wife has been doing full and half marathons, and now she can't train. How do we pay for an expensive machine just to sit and collect dust?

  

  Business Response

  Date: 07/07/2023

  Hello-

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

  Is the Bluetooth light on your console lit? Please provide an image if so and provide an image of your receipt from the time of purchase.

  Thank you.