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

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St Highlands, TX 77562-3812

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  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

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

• Initial Complaint

  Date:05/24/2023

  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.

  Purchased an elliptical through the NordicTrack website that advertised a 30 day free trial of IFit. A credit card was used for the purchase. At the end of 30 days the machine alerted that ifit no longer current. However ifit continued to Bill my card that was used to purchase the machine. I received no email notification. Had no idea I was paying for this until the end of May. Called IFit and cancelled. They would only refund me for the most recent charge. So now I am out of pocket off $120.02 for a service I was told I didnt have. Im very upset that a company can even do this. How can they take it upon themselves to take your credit card info and continue to charge you for a service without permission. Furthermore, the machine did not operate with ifit because it had expired. I only ever used the machine in manual mode only.

  

  Business Response

  Date: 05/25/2023

  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, you as the member did agree to the terms of use which states the membership will automatically start the free trial after purchasing a machine from **. As we did not hear from you within 30 days of this charge, we are unable to offer a refund. 
  Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.
  If you wish to read more about the terms and conditions, please go to ***************************************************
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  
  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20100562
  
  I am rejecting this response because:

  I never gave ifit permission to use the credit card that I used to purchase the equipment for an ifit membership. I have purchased multiple machines from Nordiktrack and have also been issued a free trial of ifit. I have never had to cancel. I believe you are unjust in this claim.  I have paid $120.00 from February through April. That is an insane amount of money for the service. Furthermore, I had no idea I even had current membership as my equipment said ifit was no longer active.  I do not understand how a company can use a credit card that was linked to the purchase of the equipment. Very dishonest in my opinion. I plan to NEVER use your services again and will also continue my quest that this NEVER happens to anyone else. I will tell everyone I know exactly what kind of business you are operating here. I feel like this is a small price to pay in order to attempt to make things right for the consumer.  Show a little integrity and resolve this matter. Its not worth a bad reputation. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/26/2023

  Hello, 

  We apologize for all you have been through, this proceedure is clearly stated in our terms of use guidelines for your reference. You agreed to it upon purchasing of the machine. I have attached the terms of use for you to review if you wish. We again apologize for the inconvienance this has caused. We are unable to refund any additonal funds due to our policy. 

  Thank you 

  ***************************************************

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20100562
  
  I am rejecting this response because:

  I NEVER authorized this transaction. I will be contacting a lawyer regarding this matter and write my review of your business practices on YELP. I think its my duty to let others know how you do business. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/24/2023

  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.

  Purchased Nordictrac 6.5SI treadmill with IFIT. Plugged it in, connected to the internet and IFIT screen says theres trouble communicating with the treadmill. Have reset it numerous times, still nothing. We cant even use brand new treadmill!! Called technical support spoke with them went through all kinds of things. Was advised we needed a new console that costs $477. Called parts **** to see if they would warranty it, they said no we have to pay $477.

  

  Business Response

  Date: 05/24/2023

  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.
  

  Where was your machine purchased from? Please provide an image of your receipt from the time of purchase.

  Thank you!

• Initial Complaint

  Date:05/23/2023

  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 the winter of 2020 I purchased a Nordic track model #NTL14221 (order# NT7836038). Less than one year after purchasing the treadmill, the deck broke. This rendered the treadmill unsafe and unusable. Thankfully, at this point, the treadmill was still under warranty. Now only three years after purchasing this treadmill the motherboard ceased to work, and the belt was beginning to rip. Knowing it was now out of warranty, I contacted a repair person who ordered the necessary equipment to fix these issues. Upon receiving the parts and attempting to install them, it was discovered that the treadmill deck was once again broken.At this point, I believe NordicTrack has some responsibilities. Even though the treadmill is out of warranty, this is the second deck that has been installed on this machine. Obviously, theres some kind of manufacturing issue that NordicTrack will not address. After the most recent issue with the treadmill deck I contacted Nordictrack and they did all but laughed at me. After speaking with several supervisors, I realized my complaints were fruitless. This is unacceptable to sell a nearly $2000 treadmill only to have the same issues with it over and over again until it finally goes out of warranty and Im left with a 300 pound paperweight.

  

  Business Response

  Date: 05/24/2023

  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 the machine is no longer within warranty, you will need to contact our non warranty department at ************ for assistance or you can order parts at iconservice.com

  Thank you!

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20097158
  
  I am rejecting this response because:

  The same part, by the way, broke while under warranty, and was replaced. Its very kind of Nordictrack to allow me to purchase another deck, at my own expense, but I have absolutely no faith that I will not have the same issue that Ive had with the past two. NordicTrack sold me an unreliable treadmill, and they refused to stand by the product and its unacceptable.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/25/2023

  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 the machine is not under the manufactures warranty for parts or labor you will need to contact our non warranty department or purchase the part at iconservice.com we do apologize!

  Thank you!

• Initial Complaint

  Date:05/23/2023

  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 Jan 2023 we purchased a Norditrack R35 Stationary bike. It has never worked, we even purchased the maintenance warranty and extended warranty. The Pedal and inside mechanism for the pedal broke, the consult stopped working, the ifit program we have been paying for never connected to the software. We finally reached service after numerous tries, they told us we had to help them via face time to diagnose the problem with the bike before they would order parts and send a technician. They wanted us to get tools to take the bike apart....ridiculous, especially when we paid to have the bike put together as we did not have the tools to do so. The service **** guessed about what parts should be ordered and it took weeks for those parts to arrive the tech then came out and said they were the wrong parts and he would need to order the right parts, that was on 4/30/23. I called today as we have heard nothing and no one bother to order any parts, in the interim the console went dark and completlly out, the tech said he ordered the console, that was also on 4/30/23 but in reality in talking with service the console wasn't ordered until May 8 and takes 4 + weeks to come in. So now we are waiting on multiple parts and hoping they are the right parts, once they are shipped then a techniican can be scheduled but not until then. We Paid top dollar for this bike, we paid for maintenance, we paid for their company to put the bike together properly, we paid for an exteded warranty and since we purchased this in January, the bike has only been working about 14 days total, they do not have a return policy and customer service either lies to you , is rude or puts you off.

  

  Business Response

  Date: 05/24/2023

  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.

  
  We will need to continue with parts and service at this time. We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down.
  

  Thank you 

  
  

• Initial Complaint

  Date:05/23/2023

  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.

  ifit charged me an annual membership/subscription renewal fee despite having canceled the subscription over a year ago. I explained to the representative handling my call at that time that I wished to cancel the membership as I no longer had the treadmill that required the subscription. I was told that I would be getting the refund for canceling within the timeframe required. I never got that refund last year and I also am surprised to have been charged yet again for another year. I havent accessed or utilized my ifit account in approximately three years. To say Im surprised is an understatement. This should be considered criminal. Upon calling ifits customer service number, I was actually told that my subscription was indeed cancelled. I explained that the charge is on my account and the representative repeated that I do not have an active ifit account. Disputing the charge is difficult when the company tells you that you dont even have an active account to charge. Why then is there more than 300 ** dollars charged to my credit card by ifit? I want answers.

  

  Business Response

  Date: 05/24/2023

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter. 
  I have reached out to our membership managment on your behalf, they have verified that the charge never went through on our end. If you have any further questions please feel free to reach out ot our member services at 1-833-680-iFit (****)

• Initial Complaint

  Date:05/23/2023

  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 been without a functioning treadmill for 6 months now. We have had multiple parts mailed and multiple technicians come out to attempt a repair with no success. After contacting iFit multiple times, we have been given the runaround with excuses such as "waiting on technician notes" and "videos". Technician claims all information has been sent to ************** and forwarded to IFit. We have the extended warranty but have not had a functional treadmill for half a year. We would like and immediate resolution to this.

  

  Business Response

  Date: 05/24/2023

  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 the tech reported that a replacement console is needed. 

  A console was already ordered back in February. 

  The consoles are about to be restocked. We submitted an escalation with our parts team to have the console shipped out as quickly as possible. 

  We expect it to ship out and be delivered within the next 1-2 weeks. 

  Please let us know if you have any questions. 

  Have a great day !

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20094481
  
  I am rejecting this response because: I have been given a similar response the past 6 months, have received multiple parts and the treadmill is still not in working condition.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/30/2023

  Hello, 

  We understand your frustrations. 

  We will get this resolved a quickly as possible. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20094481
  
  I am rejecting this response because: The console has arrived, and now I am being told that the technician does not have a service order number to come and install the console. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/02/2023

  Hello, 

  We apologize, we have reached out and requested the tech to contact you to schedule a return visit. 

  Let us know if you have any further issues. 

  Have a great day! 

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20094481
  
  I am rejecting this response because: I have had a technician come out for the past 6 months to try and repair with no success. What is going to be different this time?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/06/2023

  Hello, 

  If there are further issues after the tech has installed the replacement parts, please let us know and we can look into our options. 

  Have a great day! 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20094481
  
  I am rejecting this response because: According to the technician, the motor incline and controller that are now needed have been requested by him, but he has not received a status. Can you provide the status of the shipment as well as a service number?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/06/2023

  Hello, 

  Thank you for the additional information. 

  The additional parts have been ordered. Order number-ICS9694545. 

  We have let the tech know to contact you to schedule your return visit. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20094481
  
  I am rejecting this response because:his is the 4th time I am having to come on here for a quick response to ongoing issues. We have had a non-operating, under warranty treadmill, for over half a year now. We have gone through multiple parts (incline motor, monitor, and everything in between) with months in between part deliveries. The only way parts have been expedited is with communication through the BBB. Today, we had a promised "last visit" from a technician who installed a new incline motor and wire (which we waited . This again, did not fix the issue. We are done waiting for the treadmill to be repaired and we have been more than patient enough awaiting a resolution. We have paid for a year's worth of warranty and an Ifit subscription that we cannot use. The only solution is a new treadmill. We need a response as soon as possible.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/06/2023

  Hello, 

  We're sorry to hear that. 

  We are currently waiting for the tech notes to proceed with any additional parts and service needed to resolve the issue.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20094481
  
  I am rejecting this response because: I'm not sure you are correctly understanding my complaint. I am done with more of the same parts that have not resolved the issue. How long is this going to continue? I have been without a treadmill for over half a year! At this point, we are getting an attorney involved since we have not reached a solution. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/07/2023

  We understand. 

  We will get this resolved as quickly as possible.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20094481
  
  I am rejecting this response because: What is your resolution?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/10/2023

  We apologize, we are still working with the tech and service team to determine how to move forward. 

  Thank you for the patience.

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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 was charged $ ****** for a membership that I never agreed to. I purchased a plug in adapter cord for my rowing machine last year with one of my credit cards. Now ifit has taken that credit card without my permission and charged me for a membership that I never agreed to. Sounds like they are behaving in a dishonest way. I would like my money refunded to me but I can never speak to a human being.

  

  Business Response

  Date: 05/22/2023

  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, we were able to go ahead and issue you a refund for that charge, please allow 3-5 business days for that to reflect your account. 

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

  
  

  Customer Answer

  Date: 05/23/2023

   
  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:05/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reporting iFit for not standing behind their parts warranty and their product they put out through their Nordictrack brand. In August of 2021 I purchased the Nordictrack Commercial **** for $3,000 from Best Buy. August 2022, my first issue occurs, the board under the running belt cracks and begins to cave in, along with the controller board going out. I reached out through the email support channel at iFit with corresponding photos and small clips of live video. From 8/15/2022 to 9/20/2022, I continued to follow up on the issue via email, then submitted through the iFit portal the issue as well on September 19th, 2022, receiving only one response from iFit support during this time, on 8/17/2022, asking me for more video verification of the issue. I do have all supporting documents of the email chains, as well as screenshots of my issue submissions on the iFit portal. This issue was eventually resolved via phone conversation with support and one board and one controller were sent to my house, however, I had a labor warranty that should have covered this being repaired by a technician for free, I was told I had to wait 8 to 12 more weeks on top of the 6 weeks it took just to get a response and parts sent to me. I ended up having to replace the parts myself using iFit instructions that came with the parts. January 28th, 2023, the motor belt shreds and snaps off, board is cracked again. I submitted the issue on the 28th of January, never hear back from the iFit Portal submission, so I call support on February 2nd, 2023, the customer support rep I worked with was great, resolved my issue, sent out parts (labor warranty has expired prior to this issue). 4/25/2023, submitted through the iFit Portal again, this time knowing exactly what my issue was, the controller went out, which had already happened before. This time, no response from portal submission, eventually spent 2 hours on support, warranty denied, unless I paid for a tech to come to my house, more to say.

  

  Business Response

  Date: 05/22/2023

  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.
  
  

  It appears that your machine is no longer covered under the manufacture warranty. 

  You will need to contact our non-warranty team for further assistance directly at- ************.

  They will be able to assist you further there. 

  Thank you! 

• Initial Complaint

  Date:05/21/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ifit update has completely rendered my norditrack treadmill useless. Had a ticket in with support and they stopped responding after providing all the requested information. IFit needs to make this right as I will not pay for a new console to repair an issue that was not caused by something I did. The lack of customer support and unwillingness to reply to a support ticket is unacceptable.

  

  Business Response

  Date: 05/23/2023

  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.
  

  An IFIT agent will be reaching out to you to help get this issue resolved.

  Thank you!

  Customer Answer

  Date: 05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ******************** has contacted me as promised and is correcting the issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/18/2023

  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.

  Company failed to deliver within a scheduled delivery window. The delivery claimed no one was home but there was at least two people at the house during the entire delivery window. The customer service representative refused to allow me to speak with a supervisor despite over 15 requests

  

  Business Response

  Date: 05/19/2023

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and delivery issues. We completely understand where you are coming from on this matter.
  This morning we have contacted the assembly company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you