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

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2023

  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.

  My treadmill was bricked by the software update from iFIT. After several attempts in March 2023 to get through to an agent, I was told a replacement console would be sent to me in **** business days - not the same part either since that one will likely have issues. The order status site didn't have any updates the next week so after getting through to another agent, I was told that part was back-ordered and wouldn't be sent until May 2023.After receiving the replacement part, the delivered box didn't have any instructions or tools, only containing the upper part of a treadmill with wires sticking out. I contacted iFIT to see if a technician could be sent out and was told I would need to pay $160 for a visit. I asked for it to be waived since this replacement part was due to iFIT's software update and was told that's not an option since the treadmill isn't under warranty and this is part of assembly.We paid for assembly when we first purchased the machine. This software update didn't ask for user approval, I didn't consent to any updates. Given this isn't user error or normal deterioration, I would expect the company to shoulder the cost of fixing the faulty machine.

  

  Business Response

  Date: 06/07/2023

  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 have gone ahead and requested a tech to come replace the console for you as a one time courtsey, please allow 3-5 business days for the tech to reach out for scheduling. 

  Thank you 

  Customer Answer

  Date: 06/13/2023

   
  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.
  
  

  Thank you for the quick response.

• Initial Complaint

  Date:06/05/2023

  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 placed an order on 06.04.23 and unfortunately 2 orders were placed, I immediately started calling to have this issue rectified and the customer service department was less than helpful. I was blamed for the duplicate order being placed. I have called over 30 times and this issue has not been resolved, I was told I would have to pay someone to assemble to equipment and that is not sitting well with me. I am beyond livid, I am outraged at this point.

  

  Business Response

  Date: 06/05/2023

  Hello-

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

  I have spoken with our billing and returns department, they have informed ** they were able to cancel PF11903664 successfully.  The charges will be voided and will drop off within 10 business days for that order.

  Thank you!

  Customer Answer

  Date: 06/05/2023

  I paid for a white globe service, Ive been calling since 6am this morning! This is unacceptable 
  Complaint: 20145277
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/06/2023

  Hello-
  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter. 
  
  I have spoken with our billing and returns department, they have informed ** they were able to cancel PF11903664 successfully.  The charges will be voided and will drop off within 10 business days for that order.
  
  Thank you!

  Customer Answer

  Date: 06/07/2023

  I would like a discount on a future purchase I have several recorded phone calls confirming the way I was treated by your employees. 
  Complaint: 20145277
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/08/2023

  Hello-

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

  A discount on a future purchase would need to be discussed with our sales department.  You can contact our sales department at **************.  We are very sorry for the issues you've had!

  Thank you!
  
  

• Initial Complaint

  Date:06/05/2023

  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 rowing machine to coordinate with other exercise equipment and activity and sync with my Apple Health app. Virtually all Bluetooth exercise equipment have many apps that are compatible and sync with Apple Health for free. There was no mention in any informational material that ONLY the iFit app (I guess iFit is parent company) was compatible and that unless you paid for a subscription you could not sync up with Apple Health.

  

  Business Response

  Date: 06/06/2023

  Hello, 

  We apologize for all you have been through. 

  Unfortunately, you must have an active membership in order to sync with Apple Health, Strava, Garmin etc. 

  Please let us know if you have any questions. 

  Have a great day !

   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20144725
  
  I am rejecting this response because:

  This is the same generic response they gave me after spending a lot of time with them on support chat. This issue is that ProForm is the brand of rowing machine and, while they identify iFit as a COMPATIBLE activity tracking app that you are not required to subscribe to in order to use the equipment, they do NOT indicate that you have to spend hundreds of dollars on an active subscription to simply sync data with other health apps. I only use the manual workout mode (i.e. no live or recorded training sessions which is what the subscription is all about), so it would be completely wasteful to spend that amount of money to simply pass my own activity data to Apple Health. Virtually every other Bluetooth-enabled equipment is compatible with multiple activity apps, but the ProForm rower is not. They have a closed system where the only app that works is iFit and they don't allow you to sync for free. This is utter deception and a predatory practice that is just wrong. Either allow users to sync for free or allow other apps to work with the equipment.

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

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20144725
  
  I am rejecting this response because:

  This is the same generic response they gave me after spending a lot of time with them on support chat. This issue is that ProForm is the brand of rowing machine and, while they identify iFit as a COMPATIBLE activity tracking app that you are not required to subscribe to in order to use the equipment, they do NOT indicate that you have to spend hundreds of dollars on an active subscription to simply sync data with other health apps. I only use the manual workout mode (i.e. no live or recorded training sessions which is what the subscription is all about), so it would be completely wasteful to spend that amount of money to simply pass my own activity data to Apple Health. Virtually every other Bluetooth-enabled equipment is compatible with multiple activity apps, but the ProForm rower is not. They have a closed system where the only app that works is iFit and they don't allow you to sync for free. This is utter deception and a predatory practice that is just wrong. Either allow users to sync for free or allow other apps to work with the equipment.

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

  

  Business Response

  Date: 06/06/2023

  We apologize,  for all you have been through.

  We understand your frustrations.

  However, this is how our iFit system operates. 

   

• Initial Complaint

  Date:06/04/2023

  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 console is stuck/frozen and my treadmill no longer works. I was directed to icon fitness (ifit) and they have done nothing other to say a new console will arrive in **** days then 3-4 weeks and nothing other than they will give me a free month of ifit. I want to know if I will really get the new console or if I should junk my treadmill? If so I will never ever buy from this company again as they promised to repair but clearly arent and I see TONS of cases online where the same is happening. How are they allowed to do this?

  

  Business Response

  Date: 06/06/2023

  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.
  We are currently looking into our options. As the part ordered for you is No longer available. We will need a few things from you to add to your case. Can you please provide a picture of the machines 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 **. Thank you!
  

   

• Initial Complaint

  Date:06/03/2023

  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 Nordictrack Commercial **** treadmill from this company on 4/29/21. Since I purchased it over two years ago it has been working for maybe 60 days. My first issue came when the treadmill became inoperable on 05/30/21. I reached out to Ifit to have a technician come out to the house and they expedited a part to me. Nobody ever came out to fix the treadmill and I replaced the part myself. On 7/18/21 the treadmill ceased operation for the second time. I called Ifit again they sent me parts. When I called on 7/26/21 to check the status I was told I needed to contact the repairman directly. I called again on 8/12/21 and was told I needed to wait two business days for a reply. Nobody contacted me. A technician came out on 09/2/21 assess why treadmill broke for third time and stated there was a broken wire. They had to order the wire and came out on 9/20/21 to fix the issue. The machine then broke again 09/22/21. I reached out to Ifit to request that they refund my money or replace the machine. I was told I had to go through the policy and was provided a supervisors email. I emailed the supervisor three times between 09/22 and 11/2/21 with no response. On 11/3/21 I called Ifit customer service again and was told a tech was never assigned to the case and itd be another **** days. On 11/30 I called to follow up and was told to contact the tech directly. On 12/14 a tech came out and repaired the machine. On 12/24/21 the machine broke again. On 1/7/22 I spent two hours on hold and my call was disconnected. On 1/08 I called again and the rep told me since it was less than a month theyd send the same rep out. I followed up twice with no response. I called Ifit again on 3/01/22 and was told the work order was closed. A tech did not come out until November 30th 2022. The tech once again repaired the machine and it broke again on 1/28/23. I filed a service claim 1/31/23 and never heard back (it is now June). I would like a refund and Ifit to pick up the machine.

  

  Business Response

  Date: 06/05/2023

  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.
  

  I have looked into your account and see the last case we have is from 6/29/2022.  *** machines manufactures warranty has expired, please contact our non warranty department at ************ for further assistance.

  Thank you.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20139634
  
  I am rejecting this response because:

  I have an extended warranty but it does not change the fact that I have reached out to you on numerous occasion without any kind of response and have had a non working machine for 7 months (and thats only the most recent incident) without any contact from your company. It should not be on the customer for constant follow up when a service request has been put on file months before and your group is unresponsive. If someone wants to call me to discuss Id be more than happy to but this is poor business practice 

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

  

  Business Response

  Date: 06/06/2023

  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.
  

  We are sincerely sorry for the trouble you've had.  You can contact our extended warranty department (***) at ************** so they can assist you in getting this taken care of.

  Thank you!

• Initial Complaint

  Date:06/02/2023

  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 bought a Nordic track treadmill in may of 2022. The treadmill stopped working in April of 2023. I contacted iFit who sent me a new control board to fix the issue. ********* still wont work so iFit sent me a new motor. The new motor did not solve the issue. The tread mill was new and about **** dollars. Shouldnt be having these issues a year in. I just want a working treadmill.

  

  Business Response

  Date: 06/05/2023

  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.
  
  

  We're happy to get this taken care of. 

  Please provide additional information about the current issue. 

• Initial Complaint

  Date:06/01/2023

  Type:Delivery 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 purchase a Proform Carbon T14 treadmill online 01/20/2023 order number PF11482673 with the ***** tracking number **********. The treadmill was rejected by me on 01/26/2023 for delivery meaning I never received the treadmill mill. The treadmill was returned to shipper on 01/27/2023 by ***** return number ********, not only I've not received my full refund but I was also charged $39 for a service that I would not have ever requested. I want my full total of $39 + ******** for a total of $1,542.93

  

  Business Response

  Date: 06/02/2023

  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 have sent this information over to our Billing team for you and have them further review your account. 

  They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved.

  The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled. 

  As for IFIT charges, we are unable to refund any membership fee as they are non refundable.

  If you have any further questions, please call our Billing team at **************.

  Please keep in touch with your bank.

  Thank you
  
  
  
  

• Initial Complaint

  Date:06/01/2023

  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 an S22I studio bike from bestbuy in August of 2022. A few weeks ago the bike updated and now picture quality is terrible and there is nothing I can do. I paid for quality ****p picture and am getting nowhere near it!!!

  

  Business Response

  Date: 06/02/2023

   

  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 reached out to our software team with your concern, they have confirmed that we are working closely with the ** ****************************** to hopefully one day be able to provide a better streaming experience. We have already taking steps and removed any adaptive bitrate capability from our products. All members can access and enjoy our entire library of content moving forward. These steps should ensure no interruption for our retailers and DTC customers. For now all ******s will still have access to all iFit interactive content at a 540p video quality.
  

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

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20129876
  
  I am rejecting this response because:
  The product is not operating at 520 p it is completely pixalated and you can't see any detail at all. It is not operating anywhere near 520p.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/02/2023

  Hi *****, 

  We apologize for all you have been through, our technology teams are working on deploying software updates that allows our members to stream our library of content without using adaptive bitrate technology. We apologize for the interuption. We can assure you that we are working on finding a solution. If you feel that it's not up to that specification please perform a pin hole reset on your console. This will reset your console and any bugs in it. 

  Thank you 

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20129876
  
  I am rejecting this response because:
  I have already pin hole reset the system multiple times since owning and have had many problems with the bike from freezing up to not loading screen and locking up! Thus has been the most problematic purchase I have ever made. I paid alot of money for a product that has yet 9 months into owning work properly!!! If you look online you have thousands of upset customers. No one wants to pay **** plus for a machine that doesn't work. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/06/2023

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with your machine. We completely understand where you are coming from on this matter. 
  We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 
  If you have any further questions, please contact our iFit software team directly at **************.
  Thank you     
  
  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20129876
  
  I am rejecting this response because:
  They only offered to take 98 dollars off my next renewal. I will not be renewing and I want to return or get a serious discount off this bike.  The bike dies not do what it's supposed to. They told me that the best they can do is 520p which is half of the ****p its supposed to do. This is not what we payed for!!! Definitely not happy with this purchase!!!
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/09/2023

  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. 

  
  As your machine was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter. 
  

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

• Initial Complaint

  Date:05/30/2023

  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 purchased a treadmill a couple years ago. This year they decided to push out an automatic software update that made the treadmill no longer even turn on.

  

  Business Response

  Date: 05/31/2023

  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.

  Please provide an image of your receipt from the time of purchase, the machines model and serial number, and the date and place of purchase.

  Thank you!

• Initial Complaint

  Date:05/30/2023

  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.

  In December 2022 there was a firmware update pushed out by iFit which made the treadmill inoperable. We have a NordicTrack Commercial ****. We attempted on multiple occasions to contact iFit support. The representative refused to acknowledge the root cause of the failure and sent us some parts that when replaced did not fix the problem.We need the console replaced by a professional technician to resolve this challenge. The treadmill is completely inoperable due to the malicious update pushed out by a former disgruntled iFit employee.

  

  Business Response

  Date: 05/31/2023

  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.
  
  

  We will have an iFit agent reach out to you to get this resolved. 

  Please let us know if you have any questions. 

  Have a great day!