Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  

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:05/09/2023

  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 extended warranty from iFIT for a treadmill I purchased from Best Buy. I made a service call to iFIT on March 21, 2023 and they sent a technician to my home. The technician identified parts needed and communicated directly with iFit. I waited weeks hearing nothing from iFit and when I called to follow up, they explained they had a glitch in their email system and didn't get the technician's email. So the technician sent again and the parts were ordered. Since then I've been getting the runaround from iFit. Their response time to emails is terrible - can take a week to get a response. Calling in means you're on hold for 40 minutes. They advised the missing parts would be sent 'on the truck' a few weeks ago. Then heard nothing from iFit after 2 weeks so followed up again. This time they told me the parts were not 'on the truck' and are back ordered. Since then, I've tried to communicate with them to find out exactly what parts are missing so I could source them myself. I spoke with one customer service rep who gave me that information and I was able to source the part and have it delivered from the ** within days ( at great cost to me even though parts are covered under warranty). And then it turns out there were actually TWO parts back ordered so I had to order again from the ** and pay ANOTHER hefty delivery fee. And then refuse to provide me the *********** tracking number for the 2 remaining parts they are supposed to be shipping me from ******** (there were 4 parts in total I needed).Their idea of solution is they put my warranty on hold and gave me an iFit membership. I don't want a membership, I want my machine fixed. The company does not show the professional courtesy of responding to emails in a timely fashion or addressing their very obvious blunders citing that issues 'are out of their control'Please help!******

  

  Business Response

  Date: 05/10/2023

  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 contact our ****** member care directly at ************** for assistance.  As the order was placed by our ****** team we are not able to look into the order, we do apologize.

  Thank you!

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20038576
  
  I am rejecting this response because:
  I have tried countless times to resolve this issue with your ******** division with no success   Please reread my original complaint. 

  I did try to lodge this complaint with the  BBB for the ******** iFIT division but the BBB site automatically diverts the complaint to the iFIT ** head office as you are ultimately responsible for the actions of your divisions.  So the responsibility lies with you to liaise with your ********  division to resolve this issue. 

   

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

  

  Business Response

  Date: 05/10/2023

  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 do apologize, as the part order was placed by our ****** member care we have no way of looking into the order.  Please contact our ****** member care.

  Thank you!

• Initial Complaint

  Date:05/09/2023

  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.

  Contacted Nordic Track ( I fit) customer service on FEBRUARY 9TH, 2023 - sent in pictures of broken treadmill - they said we would be sent parts and the issue would be fixed - they sent 2 of the 4 parts and after NUMEROUS PHONE CALLS AND EMAILS, they told ** they would not fix the treadmill unless we spent $995 on a warranty - this treadmill has broken 3 times since January 2021 - they told ** warranty was extended, but now that it is broken they said " nope out of warranty " - sketchy as h*** this company is!!! Buyer beware! After numerous phone calls without any resolution, we hired our own technician to come out and see what the problem is : certified technician tells ** the ***** IS BROKEN - our paperwork says ***** has a lifetime warranty! I sent in certified letter from technician regarding the broken frame - it is currently May 9, 2023, and I am still making phone calls every week and getting NO WHERE!!!!! They tell me it is going to be replaced with a new treadmill - NOPE - HAVEN'T SEEN THAT HAPPEN AS I AM STILL CALLING IN TO GET RESOLUTION!I spent over $3000 on this piece of equipment and it is basically worthless! I am so sick and tired of trying to get a resolution to this situation , it is extremely frustrating to have spent over $3000 on a piece of equipment that is not that old and doesn't work ! Piece of c*** equipment and company to go along with it! On Feb 9, 2023 when my husband made the 1st phone call , he told them the frame was broken but they didn't believe him ! Certified technician says " frame is broken and on i fit's website for parts, they do not have any replacement frames!" Stay away from this company as you will end up angry and frustrated because of their service department - swindlers that just want your money and after that they will leave you hanging with a huge investment and nothing to show for it! they owe me a brand new treadmill!

  

  Business Response

  Date: 05/09/2023

  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.
  
  

  After reviewing your account it appears that the damaged part is the treadmill base, not the frame. 

  This is not covered under warranty, all parts and/or service will need to be paid for. 

  We apologize.

  Please let ** know if you have any questions. 

  Have a great day!

  

  Business Response

  Date: 05/09/2023

  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.
  
  

  After reviewing your account it appears that the damaged part is the treadmill base, not the frame. 

  This is not covered under warranty, all parts and/or service will need to be paid for. 

  We apologize.

  Please let ** know if you have any questions. 

  Have a great day!

• Initial Complaint

  Date:05/08/2023

  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.

  iFit pushed a software update to my treadmill back in December which was corrupt, causing my treadmill not to work. I waited til January to seek assistance, after emailing their customer support and not receiving an answer after two week, I was able to locate a customer support number and call and finally speak to someone, after troubleshooting, it was discovered that my devices screen was corrupt and they would send me a replacement console but there was no ETA. A month went by with no update then I was contacted by a iFit representative on March 21 saying they would be sending a replacement console screen and would setup a repair. The 3rd party company ************** reached out to me the same day to confirm setting up repair. I received the console screen March 30 and reached out to Jez April 1st to setup repair appointment, I was informed the main tech had an emergency and would be out of the country 2 weeks. So I waited the 2 weeks, reached back out to both iFit and ************** on April 17th to see the timetable for the repair. It is now May 8th and the tech has not contacted me about the repair, ************** told me to personally reach out to the repair vendor, which I had no success. I contacted iFit again to escalate this and I keep getting excuse after excuse, plus my membership is still active even though I have not been able to use my treadmill.iFit lack of communication or ability to resolve this issue that they caused for myself and thousands of other customers based on comments seen online is alarming and a company of this size should be able to handle these issues and assist their customers in a more efficient manner.

  

  Business Response

  Date: 05/09/2023

  Hello-

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

  This morning we have contacted the ************ 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
  
  

  
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20034884
  
  I am rejecting this response because: This tech was supposed to contact me last week per the communication from the rep at **************. The tech was supposed to contact me last Thursday, but didnt. Not only that. But now they have been given another 3 business days and I have yet to have this repair scheduled. 
  

  Relying on a single vendor to complete outstanding repairs doesnt seem like the best business practice to me, as there should be other options to be able to complete this repair that has now dragged on for 6 months for an issue that was caused by iFit.

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

  

  Business Response

  Date: 05/12/2023

  Hello, 

  We have confirmation that your service has been completed. Please let us know if you have any further questions. 

  Thank you 

  Customer Answer

  Date: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Though I am relieved this matter was resolved, I am still disappointed in the manner in which this took so long and also not having my membership adjusted. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/05/2023

  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 2021 NordicTrack S22i studio cycle. It has not worked for a year. Ifit knows the upgrade ruined their machines. I want a full refund for this purchase. It is useless and cant be resold. IFit tried to fix it and it keeps breaking down. I want my money back.

  

  Business Response

  Date: 05/08/2023

  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.
  

  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. Your 30 day return policy has expired as we did not hear from you regarding a refund or return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.

  The return policy states: "You can return your NordicTrack 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 NordicTrack 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.

  Please provide additional information on the issue you're having with your machine.

  Thank you!
  
  

• Initial Complaint

  Date:05/05/2023

  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.

  DO NOT USE iFIT. They will give you a year when you buy the treadmill. We logged in and found it completely useless. Fast forward 18 months never using the iFit subscription (just manual mode), they were charging me $45/month for 6 months. I didn't catch the charges in my credit card due to the holidays and a cross-country move. Called customer service to see if they could refund even a portion of the charges seeing as they made a killing off of me for just giving them money for NO SERVICES used. They wouldn't even budge for partial refund even though they can clearly see I hadn't logged in for 18 months. Horrible.

  

  Business Response

  Date: 05/08/2023

  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 not able to refund these charges due to our company policy, we apologize. 

  Please let ** know if you have any further questions. 

  Have a great day !

• Initial Complaint

  Date:05/05/2023

  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.

  Around Dec 2022 or Jan 2023, my Nordictrack **** commercial treadmill had an issue. The screen was black and would not turn on. I have tried everything the support team asked me to do. They said I need a new screen.I have understood the cause of the black screen was from a software update pushed to my screen by Nordic Track. There are many users besides myself who are having the same issue. I wish to have them send me a new screen free of charge.

  

  Business Response

  Date: 05/08/2023

  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 reached out to our IFIT department and they are going to have somebody reach out to you to get this resolved.

  Thank you!

  Customer Answer

  Date: 05/11/2023

   
  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:05/05/2023

  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 ordered a NordicTrack treadmill online. It was sent via ***** and I made arrangements for it to be delivered on May 4, 2023. Upon delivery, the ***** drivers stated the device was damaged (cracked and scuffed) and asked if I wanted to accept delivery as is or refuse delivery. I refused delivery. I have tried to contact NordicTrack to see about having them ship an undamaged treadmill to me and I have been passed from department to department and no one can help. I have asked for a supervisor and I have been told the system is down and nobody can help. I either want a new, undamaged treadmill or I want a full refund.

  

  Business Response

  Date: 05/08/2023

  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 either provide a full refund or a replacement machine. Which would you prefer?

  Please let ** know. 

• Initial Complaint

  Date:05/04/2023

  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.

  Purchased a Proform hiit trainer on a black Friday deal, which was supposed to come with 3 years of ifit. Was excited to use the machine, the shipping company got in an accident with my machine which was broken and had to be re ordered. They then lost the replacement and didn't know where it was. I ended up canceling that order to get a new order because they lost that one which didn't arrive until June 2022, mind you I ordered in November of 21. So finally get my machine, they didn't honor the three years of Ifit, they don't care about their customers at all, the machine was assembled by their company they hired and they put on the feet incorrectly, I paid 200 dollars for this service for it to be assembled incorrectly. When I reached out about this I got crickets. I called support they were of no help. The machine is now almost a year old, and the pulls mechanism that is inside isn't working right. The machine doesn't work right. These people are a nightmare I can't even fathom how they remain in business. I was supposed to be credited a 100 dollar gift card for all the ****** they put me through with the first machine, and of course that never came either. Really at this point I wish I didn't choose proform and I went with a different company. I paid **** dollars with shipping and assembly for it to be done incorrectly and the machine to not function right. It is not worth the money or the stress. I would recommend people do NOT choose proform they should absolutely avoid at all costs.

  

  Business Response

  Date: 05/08/2023

  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 had an IFIT agent add 3 years onto your membership for you.  It will now be up on June 22nd, 2025.  Are you still having trouble with your machine? If so, please provide additional information on the issues you're having with it.

  Thank you.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20019020
  
  I am rejecting this response because: it is ridiculous to have went to this length to even get any type of resolve. I cannot express how many times I had to call in or go over live chat to get help with no resolve. I shouldn't have had to make a complaint for the original terms to be given to me. I can say i have never had such a headache from any company. The machine works, the pulls mechanism is not right it makes me wonder of the ones who put it together messed it up like they did the feet of the machine. I am not happy with this resolve. If I could go back into time I would choose to not do business at all with Proform. You don't honor your promises to your customers and provide no resolve until someone makes a complaint. I wish I would have seen these complaints prior to purchasing this machine. I'd rather you all take this machine back and Refund me. Nothing but a headache from day 1 I should have ran. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/09/2023

  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.
  

  Please provide a video of the issue and please provide the following information so we can register the machine on your account.

  Model number:

  Serial number:

  Date of purchase:

  Place of purchase:

  Thank you!

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20019020

   
  Complaint: 20019020
  
  I am rejecting this response because: Due to the improper placement of the right foot piece, it feels like upon pressure it's going to come off. You can hear the sound from the right side when you use the machine.  The vendor ***** last mile put this together after being paid to do so, and it was done incorrectly.  When I reached out to the vendor I received no response.  When I reached out to proform about this issue, they said contact the vendor. I put trust in this company to send someone who knew what they were doing, and that is not what happened.  If someone capable wasn't available, why wasn't I allowed to opt out and then I could have found someone who is. The right side feels unstable and makes a constant grinding like noise when in use. Proform and ***** have been one of the BIGGEST headaches I have ever dealt with. Please avoid doing business with them and go elsewhere.  
  
  Sincerely,
  
  ***************************
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/10/2023

  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.
  

  Does the noise only occur when pedaling? Does the noise occur when pedaling backwards?  Please provide the following information so we can register the machine.

  Model number:

  Serial number:

  Date of purchase:

  Place of purchase:

  Purchase price:

  Thank you!

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yet again I find myself having to resort to the BBB for a problem with my NordicTrack exercise equipment, this time regarding virtual goods, the subscription.I didn't subscribe to anything knowingly, I understand how things work, people are tricked into subscribing, that's fine but my problem is I cannot cancel or refund this transaction and payment. I keep going around in circles with the websites with outdated help documents and updated portals making the usual steps to redeem this with the company not possible.The main issue involving the BBB is that the advertised price $369/yr is not what I was billed, I was charged $425.70. I got no email of a transaction, explaining what it was, I have no order number, nothing.To find my details, email address associated with account is **************** name on account is ***********************

  

  Business Response

  Date: 05/08/2023

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your membership. We completely understand where you are coming from on this matter. 
  The monthly charge you received has been refunded. Please allow **** 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: 05/12/2023

   
  Better Business Bureau:
  
  Refund received. 

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

• Initial Complaint

  Date:05/03/2023

  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.

  Treadmill t7.5s went through a softwear update and now wont turn on. Noticing this is a problem with a lot of ifit treadmills. I called their customer service. ********************** wants me to pay $600+ for a new console and $150 for a tech. They used a softwear that "bricked" my treadmill and want me to pay more then half what I paid for the unit new. My treadmill is 3years old and is a boat anchor now.

  

  Business Response

  Date: 05/04/2023

  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 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: 05/10/2023

   
  Complaint: 20016020
  
  I am rejecting this response because: I never received a call. I have also tried to call to help and go the same answer. They are unable to fix, only way to fix is a *********** and there is no time when that will be available. I would still have to pay for that. 
  Simple Unacceptable for a company this size. Its a shame for NordicTrack to do business with iFit.

  Im also stuck paying for iFit membership 

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

  

  Business Response

  Date: 05/12/2023

  Hi *******, 

  Our records indicate that a member of our software team reached out to you on May 8th via phone and email. We have confirmed that they will reach out again today for you. Please be on the look out for that. Thank you