Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,254 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I 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: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 youCustomer 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 youCustomer 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.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
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.
Thank youInitial Complaint
Date:05/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a treadmill 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: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!
Initial Complaint
Date:05/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 19, 2020 I purchased a S22i (model NTEX02117NB.3) cycle through Nordictrack.com and it came with a free year of iFIT. In January of 2023 I updated iFIT to the latest version and ever since the cycle continues to toggle on and off after bootup. There is no way to get it to stay connected to the internet so I can use iFIT. I contacted customer support; ****** did a great job of walking me through privilege mode to try another update and he saw the toggle WIFI issue first hand and took screen shots of my screen. ****** also ran a network trace to ensure my cycle was connected to 2.4GHz and that there were no network issues on my end. He said that my network looks good and that the issue is the console on my cycle; the version of my console is not accepting the latest updates and that I need to get a new one.I contacted the parts department and spoke with ****** and he told me a new console would cost $415 plus tax and shipping. I told him that I dont think I should have to pay for a new console since NordicTrack advertised this cycle as being iFIT capable and now it no longer is (and Im paying a membership) due to their update. He informed me there was nothing he could do. I reached out to *********************** who assisted me with issues on a X32i treadmill issue I had and he never responded to my email. At this point I figured I would open a case with the BBB in hopes that I can get a console shipped to my house by either iFIT or NordicTrack so I can use the $2,000 cycle I purchased to use with my $40 a month family membership. The reason I am opening this case against iFIT is because it was their update that had rendered my cycle useless.Business Response
Date: 05/30/2023
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.
As your machine is no longer covered under the manufactures warranty, please contact our non warranty department at ************ for assistance or you can order parts at iconservice.com
Thank you!
Customer Answer
Date: 05/30/2023
Complaint: 20118449
I am rejecting this response because:
I already spoke to your warranty department and an extended warranty cannot be purchased because its not within the first year. Regardless this is not a warranty issue, Nordictrack/iFit sold me a $2,000 product with the promise of interactive training programs iFit made an update that is no longer supported on a 3 year old machine? Nordictrack should be sending out new consoles to those affected do to their poor engineering or iFit making a separate update for my models console to work properly.
Sincerely,
***********************************Business Response
Date: 06/01/2023
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 do see this issue was determined a hardware issue. You will need to contact our non warranty department for further assistance or you can order parts at iconservice.com
Thank you!
Customer Answer
Date: 06/01/2023
Complaint: 20118449
I am rejecting this response because:
I have tried contacting the non-warranty department and they said that I need to purchase the console at the price of $415 plus tax and shipping. That is completely ridiculous to have a 3 year old $2,000 piece of equipment need to have its console replaced due to iFIT's software update. Please have the non-warranty department send me else you will be losing a family iFit member.
Sincerely,
***********************************Initial Complaint
Date:05/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After a mandatory software update our treadmill was no longer operable. After contacting customer service multiple times I was instructed to do a factory reset that did not work and then we were instructed to purchase a new console, even though it was broke because of the update. They were $600+ and a tech would be at least $300 to start because of the distance from the closest tech from where we lived. The consoles were sold out or back ordered at the time so this wasnt even an option. Now that I am understanding we arent the only ones affected by this update I want my console replaced for their negligence in pushing an update the rendered their machines unusable.Business Response
Date: 05/30/2023
Hello,
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
We have requested one of our iFit team members to reach out to you to get this resolved as quickly as possible.
Please let us know if you have any questions.
Have a great day!
Initial Complaint
Date:05/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sent out a machine that never turned on. Never worked. This is the second machine that was sent to me that does not work. This product shows a history of not being a functioning product. The company appears to be knowingly selling faulty equipment. It is not fair for me to have paid for a new product that requires repair straight out of the box.Business Response
Date: 06/01/2023
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 do see parts and service have been set up for you. You can track your parts at iconservice.com and once the parts are received the technician will contact you for scheduling.
Thank you!
Customer Answer
Date: 06/01/2023
Complaint: 20112928
I am rejecting this response because: I was sent out a broken machine. A second broken machine. It is not right that I start out with a machine requiring service, and showed up in a ridiculous condition. It is clear there is something wrong with this product, I would like a refund for it. 2 years of it being broken, and 2 machines not working shows a pattern. The only other option I am willing to consider is get this machine out of my house and send out a new one that works out of the box. Again, I did not pay for a machine that requires repairs out of the box.
Sincerely,
***************************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 machines issues. We completely understand where you are coming from on this matter.
We are unable to offer a refund or replacement we do apologize. We do need to continue with parts and service, we do sincerely apologize.
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: 20112928
I am rejecting this response because: It is unacceptable for you to send out a product that requires repairs out of the box. I deserve a new product that works without requiring multiple replaced parts just to turn on. It is ridiculous for you to not honor the reasonable request of delivering a working product.
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.
As you are no longer within the 30 day return window we are unable to offer a replacement or refund, we do sincerely apologize we do need to continue with parts and service.
Thank you.
Customer Answer
Date: 06/07/2023
Complaint: 20112928
I am rejecting this response because: It was my understanding this was a replacement machine that was not eligible to be returned within 30 days since the original purchase date was in 2020. Can I get a verbal commitment that if this unit that did not work out of the box, continues to not work that a refund will be considered. You guys have already sent out for the last one**** 3 circuit boards, upright wire, down wire, a new motor, an entire new console, with 9 tech visits. Then sent me a new machine that does not work and has required at a minimum a new circuit board, upright wire, new cup holders and a few other parts with at least 2 tech visits. Let's be honest, it will likely require more investment on your part. You guys are so far financially into this process, and clearly I am not just going to accept a non functioning machine. Don't you just want to admit it doesn't work properly and get out instead of continuing to dump money into it? With a reset warranty on this machine, how confident are you that you will not have to send out thousands of dollars worth of parts over the next 3 years while it's covered? I mean at least offer me something for the incredible inconvenience and literal YEARs I have spent trying to get this machine to work. I mean something besides just a sorry. I made an incredible investment in one of your top of the line machines and was once upon a time of your biggest cheerleaders. You guys are better than this, I know you are!
Sincerely,
***************************Business Response
Date: 06/09/2023
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 happy to assist you in getting this resolved with parts and service and we do sincerely apologize for all you have been through.
Were happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let ** know and we will add the time back onto your machine's warranty for the time that it has been down for repairs.
Thank you!
Initial Complaint
Date:05/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We recently purchased a treadmill from Nordictrack. Exp7i is the model. We paid for the delivery and setup. The delivery company delivered the treadmill and told us it was broken and refused to take it back. Fast forward 2 weeks later they sent a technician out and told us the motor does not work and it wont incline. It was suppose to be **** days for a replacement part, and 2 weeks later crickets! No repair no contact. We have reached out with no response. Contacting anyone on the phone and they want ** to pay money for warranty work, or do not have answers, or tell ** to email them.At this point we would prefer they take the treadmill back, or allow ** to replace it with something functional.Business Response
Date: 05/30/2023
Hello,
I'm sorry to hear of your experience with your machine, we completely understand where you are coming from on this matter.
Can you please provide your order number? We are having issues locating your account to take a look into this for you.
Thank you
Customer Answer
Date: 05/30/2023
Complaint: 20111531
I am rejecting this response because:order number is NT11727337.
I spoke with a nice lady today that advised me until the item is fixed we cannot return it because the part is ordered, despite it being over 1 month now. We are going to have to start making payments on a broken item. This is really bad customer service and the fact it was delivered broken is gross to begin with.
I feel the company should take ownership of this. The technician that came out awhile ago advised ** we could walk or run on it, but the machine doesnt go past 2.9mph without stuttering. It is unusable, and thus far the lady we talked to today was the only nice person.
Sincerely,
*************************Business Response
Date: 05/31/2023
Hi ******,
We sincerly apologize for all you have been through, our Billing and ****************** have confirmed that they need to wait until the tech has a chance to look at your machine before any further resolution can be offered. That being said we can offer you compensation for your troubles. Our team has let us know that a compensation of $58 would be added to your account. Again, we apologize and know this is only a small token.
Thank you
Customer Answer
Date: 06/01/2023
Complaint: 20111531
I am rejecting this response because: 58$ does not quite cover a 1200$ treadmill that has been broken for over 1 month without repair. The fact that it was delivered to our house and left knowingly broken is gross. This item should be taken back and we should be either refunded or allowed to pick a replacement. We should not have to wait until the motor is replaced before returning it. The company is just doing that so they can charge us 250$ for a pick up fee and 10% restocking fee. The proper thing would be to come and get it, and either refund or allow replacement, which would definitely not be a treadmill with something that has high potential to have broken parts.
Sincerely,
*************************Business Response
Date: 06/02/2023
Hi *****,
The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at at ************************************************************, we are unable to refund fee's at this time, we know the offered amount is only a small portion of the frustration you have rendered. We can also offer a 1 month IFIT membership. We sincerly apologize for all you have been through.
Customer Answer
Date: 06/05/2023
Complaint: 20111531
I am rejecting this response because:its been over a month and our treadmill still doesnt function. Your company clearly doesnt get it. You shouldnt deliver and leave a broken item. 1 month of iFit isnt going to do any good on an item that doesnt work. Am I supposed to watch the work outs on my non functioning treadmill. I want your company to allow me to return it broken and wash my hands of it and not wait for the thing to be repaired. We will be here another month waiting for the stupid **** paper weight to be fixed.
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.
We have sent this information over to our Billing team for you and have them further review your account. They have confirmed that we can issue a refund however, return fees will apply. We have a return policy in place that we need to abide by. The return policy states If you are not satisfied with the purchase of your new equipment , you can request a return within 30 days of your delivery date. Due to the size and weight of our products, NordicTrack doesnt offer a refund for any shipping or delivery charges you may have paid to receive your product. Returns will include a return shipping charge of $250. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, incorrect assembly, or accidents. If your equipment is missing parts when the return is received, you may be charged a restocking fee. NordicTrack reserves the right to assess the condition of the returned product and either ***** or deny a refund.
You can go online at ************************************************************ to further review if you would like.
If you would like to proceed with the return please let us know so that we may process that for you. If you have any further questions, please call our Billing team at **************.
Thank youCustomer Answer
Date: 06/06/2023
Complaint: 20111531
I am rejecting this response because:just for clarification we can return this prior to repair?
your return department would not allow us to initially?
Sincerely,
*************************Business Response
Date: 06/06/2023
Hi,
Yes you can return it, fee's are appliciable through before the repair.
Customer Answer
Date: 06/06/2023
Complaint: 20111531
I am rejecting this response because:can we swap it out for another item? We will still pay the fees!
Sincerely,
*************************Business Response
Date: 06/09/2023
Hello,
After reviewing your case with our Billing and Returns they have confirmed that full fees would be applicable, and you will need to place a whole new order for a different model you wanted.
The fees applicable are $116.00 10% processing fee, $250 return freight fee and WGA $199 non refundable. If you want to go ahead and issue the refund so you may place a new order please let ** know.Thank you
Initial Complaint
Date:05/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a ProForm bike that offered a 1 month free trial. In order to access this offer it was required that I provide a credit card number. Within a few days of signing on ifit I was contacted by an individual offering various subscription options. I responded that I would decide within the free month...Within that period I suffered an acute injury to my ankle and not able to use the bike. I contacted the person who was offering me the subscription options and said I would not be able to use the bike and would like to sign up later when I am able to get back on the bike.I was instructed to pause my subscription of which I informed him/her that I was not able to pause since I did not have a subscription and still within the free month. I went into my account and deleted it and then informed that person that I had deleted the account and was toId, whenever I was ready to contact them. At no time did I select auto renewal or anything that indicated I wanted to sign up beyond the free 1 month. I am still as of today not able to use the bike. Much to my dismay, I found 3 payments charged to my credit card $56.75, $55.30, and $54.90. I immediately contacted them and informed them of the charges. They said that I have a subscription and that is why the charges. I told them I did not sign up for any kind of subscription past the 1 month trial and had deleted the account when I was injured.Told them about my conversation with the individual that had been emailing and our conversation that I would not be signing up for a subscription until I was able to ride the **********. I forwarded the email conversation to them and no matter what I said the representative said she could not help me and could only refund the last payment taken. I asked her to provide me a contact who would rectify this situation. She said no one will help me because is goes against their refund policy.Why would I sign up for a subscription I could not use?I want my money back.Business Response
Date: 05/30/2023
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.
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 ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 05/30/2023
Complaint: 20106158
I am rejecting this response because:I cancelled the account online within the 30 day trial. As per the email correspondence in the original complaint.
I would like to be refunded for the 2 payments owing.
Sincerely,
***********************Business Response
Date: 06/01/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT membership. We completely understand where you are coming from on this matter.
An activation code was used to sign up for the free trial, when you do this it states that once the trial ends you will be charged after it ends unless you cancel the membership. We are unable to refund the charges, we apologize.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)
Thank you
Customer Answer
Date: 06/03/2023
Complaint: 20106158
I am rejecting this response because:
As stated in the supporting documentation I did delete the account online.
Please refund the money
Sincerely,
***********************Business Response
Date: 06/06/2023
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.
You would have needed to cancel it to avoid any further charges. When looking into this we do see it was not cancelled at that time. We do apologize we are unable to refund the charges.
Thank you.
Customer Answer
Date: 06/06/2023
Complaint: 20106158
I am rejecting this response because:
I am sorry, but I did go online and Delete the subscription before the 1 month free trial. What is frustrating is that I have attached in the original complaint the conversation with ***** that I did delete the account. Because I was not able to start the paid subscription because of an ankle injury. And am still not able to use.
It makes no sense that I would sign up when I cannot even use the **************** take this matter seriously and compensate accordingly.
Sincerely,
***********************Business Response
Date: 06/06/2023
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 had an IFIT agent look into this and the account was not downgraded until June 1st. We are unable to refund the charges, we do apologize.
Thank you.
Customer Answer
Date: 06/06/2023
Complaint: 20106158
I am rejecting this response because:
That downgrade was initiated after I called to inform at length ifit that they had been charging me for 3 months in error.
Please review the documentation I included in my initial complaint.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 membership. We completely understand where you are coming from on this matter.
When using an activation code it states that if you do not cancel before that trial ends you will be charged. We do apologize, we are unable to refund those charges.
If you wish to read more about the terms and conditions, please go to ***************************************************
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:05/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint is against Nordic Track IFIT Commercial Treadmill Model Number: NTL14114.0 The IFIT software on this machine unexpectedly quit. After Numerous calls and hours spent contacting the ******************* at Nordic Track we were told that the IFIT software no longer supports our machine and there is nothing further they can do to help us. I attempted to ask for contact to corporate and was told by every customer support rep I spoke with that they do not have that information. In a nutshell I was basically told to throw the machine out and buy a new one. This machine is only 6 years old. I am extremely disappointed, frustrated, and out over $2,000 for this machine.Business Response
Date: 05/26/2023
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.
After reviewing your account it appears that your machine is no longer under warranty. Any future parts and/or service will have to be paid for.
You can do so by contacting our non-warranty team directly at-************.
Let ** know if you have any questions.
Have a great day!
Customer Answer
Date: 05/27/2023
Complaint: 20103756
I am rejecting this response because: after multiple phone calls and hours spent on the phone with Nordic Track we were told by their customer service reps that the problem is in fact a software issue that no longer supports our machine. We were told that there are no replacement parts available and basically to throw this machine out and get a new one. I have also learned from other dissatisfied customers that there is a lawsuit being brought against Nordic Track for this particular issue.
Sincerely,
*********************
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