Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

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

Customer Complaints Summary

2,253 total complaints in the last 3 years.
229 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/03/2023
Type:Billing 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 new treadmill last year which came with a 1 year free subscription of iFit. But to enable even the free membership, iFit requires users to give their credit card information. And nowhere in the sign up process they give the option to the user to opt out of renewing after 1 year. This seems very unethical and purposely designed to scam users. I noticed recently that my credit card was being charged monthly for the last 3 months when the 1 year free trial ended. I was not even using iFit during free trial as i did not find it very useful after few days and did not remember when the free trial is ending and at no point I was informed that I need to explicitly cancel the membership before the free trial ends, again a practice that seems to be purposely designed to scam users. They know most users may not use iFit but they will also not remember to cancel or not even know they need to cancel explicitly. And no wonder I read many reviews of unhappy customers complaining of similar experiences And even worse is how rude their customer service was when I called to cancel my membership. The representative resorted to customer shaming practices by starting to make rude and blaming statements as if I am an irresponsible and unethical person, and someone who doesnt read the agreements etc. He even asked me if I didnt need the service, why did I add my credit card information, trying to imply I am stupid. But I had to remind him that I had to put the information only because iFit requires you to put that information even to start a free trial. This is all a scam in the name of a free trial.I would like to have my monthly charges refunded. And it will also be useful if the company is asked to change their user sign up flow for free trial and be more ethical to explicitly remind customers before starting to charge them after free trial. My account username is *********************** And I have been charged $42.56 for the last 3 months and the total is $127.68.
Business Response
Date: 05/04/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
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: 05/08/2023

Complaint: 20015897

I am rejecting this response. I activated my account only for free trial more than a year ago. As i mentioned in my original complaint, i was never told at the time of signing for free trial, nor reminded close to expiration of 1 year free trial that my free trial will convert to paid account automatically. And they force the users to give their credit card information even for free trial. They are using unethical practices to scam customers.

Sincerely,

***********************
Business Response
Date: 05/08/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
The terms of use that were agreed to states that you can cancel at any time to not be charged. We do sincerely apologize, we are unable to refund this charge.
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: 05/11/2023

Complaint: 20015897

I am rejecting this response. I should be refunded. And in addition company should be asked to change their sign up flow for free service to not ask customers credit card information and also ask to send reminder emails to customers enrolled in free service when the free service is about to end. IFit has purposely designed their sign up flow for free service knowing most customers may not remember after a year and they can scam them like this. This is very unethical. Most companies with free introductory offers send sufficient reminder emails etc close to end of free trial. Even how rudely their customer representative was resorting to customer shaming practices when i called earlier proves to me that they receive lot of such calls and they have trained their representatives into shaming customers.

Sincerely,

***********************
Initial Complaint
Date:05/03/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my membership in March with iFit and I took a screenshot of the cancellation. They charged me for ***** and when I called **************** they refused to refund me the erroneous charge. They said its against their policy. The agent then said she cancelled my membership which I had done on the website 4-5 weeks ago.In addition, it is very difficult to find a phone number to contact a representative and the online chat help leaves you stuck in a loop. Something is amiss here!I am writing to you in hopes that you can log a complaint against the company in your system and maybe others will not go through what I went through. These guys do not conduct business in a transparent manner and there is no reason why it should be so difficult to contact them on the phone. I doubt I will get a refund of $41.83 taken on ***** 17th but I do hope my complaint makes a difference.My account email is ***************** and my account phone number is ************. I did not supply a screenshot because the sites billing history doesnt show a charge that I see on my credit card and which I provided to their customer service rep *****************************************
Business Response
Date: 05/04/2023
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 on this matter.
In looking into your iFIT account this morning, it looks like the charge for the renewal was in January of 2023 as a result of a duplicate account made under the email ********************* a email was sent to this email regarding the renewal. As we did not hear from you within 30 days of this charge, we were only able to refund the account for the April charge and not the remaining two as per our refund policy. Please allow 3-5 business days for that refund to reflect your account.
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
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.
We bought a ProForm Treadmill (Sport7.0 model) 1 year and 3 months ago for approximately $600. This is not a cheap item and should have a long life span. At the 1 year and 3 month **** the treadmill stopped working. So, now they want to charge $160 for a diagnostic technician to come out and then charge probably another $150+ for the repair parts. That would be over 1/2 the price of the brand new treadmill. That is absolutely ridiculous at the 1 year and 3 month old ****. This treadmill was never moved and only used maybe 3-4 times per week. If this is the quality that ProForm is putting out they should be put out of business. I called customer service, which they outsource, and they were unhelpful. All they could do was read the script they were given and not really answer any real questions. I understand this is technically out of warranty but a company of this size should be providing quality products and standing behind them. I receive much better customer service and support from Mom and Pop shops that don't have the mega dollars in their bank accounts because they actually care about the people their products are serving. I would like to demand a free repair or replacement as this is just barely outside of warranty and should not be broken already.
Business Response
Date: 05/03/2023
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.
After reviewing your account, your machine is just barely out of warranty, we have gone ahead and submitted a order for a technician to come out and fix the issue you are having as a one time courtsey. We have also gone ahead and ordered a part that will commonly fix the issues you are experiencing. Please allow **** business days for the part to be shipped out. Once the part has arrived to you the technican will reach out for scheduling.
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:05/03/2023
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.
Here is the email thread with IFit below. They started to troubleshoot and then when the information thay asked for was given to them they stopped responding. We paid for an extended warranty and have yet to be able to use ifit since it has never worked. Hello, Please see this email thread and the email thread attached that started on 1/2/23 with no resolution. My case number is ******** . ************************ C have stopped responding to my emails and since then I have been redirected numerous times with very unprofessional responses. I am a customer service manager and the way I have been responded to is atrocious. Please let me know what the next step is to rectify my situation. Thank you. *************************************************** Previous email communication:Hello, Can someone please answer us about the status of this case? The amount of time that we have waited for a response is absolutely unacceptable. If you are unable to help us please forward the name and number of your direct supervisor. ********************* On Mar 8, 2023, at 6:33 PM, Yahoo <*******************> wrote:Hello,The information/picture requested was sent on 2/12/23 and we have not heard back on an update. I have included this picture again. Can some please please let ** know what the status is? Thank you *************************************************** On Feb 12, 2023, at 4:34 PM, Yahoo <*******************> wrote:Hello, Here is the picture you requested. 2c784ad0-40e4-4c88-8824-c7aeeb1ea151.jpeg *************************************************** On Feb 8, 2023, at 3:51 PM, ifit support <**********************************> wrote:? Hello,I would like to check the app versions on your machine. I have included instructions on how to do so below From the main screen of the console,-Tap on the three lines in the top left of your screen -Then tap on settings -Tap on Equipment info -Tap "Machine info"- Locate the "Console UUID" and tap on the string of numbers and letters 5 times relatively quickly. After a few moments this should take you to a new screen - Take a clear and close up picture of that screen and send that over.- Powercycle your machine or use the back arrow to return to the iFit app Let me know if you have any questions! Thank you! --------------- Original Message ---From: Yahoo [*******************]Sent: 1/7/2023, 5:20 AM To: ********************************** Cc: ****************** Subject: [EXTERNAL] Re: IFit does not work Good Morning,The below email was sent on 1/2, and I have not heard back from anyone as of yet. Can someone please get back to me with an update? Thank you. *************************** On Jan 2, 2023 Hello,Our treadmill has never been able to connect to ifit. It has not been a major concern because we both have gone through major surgery and not been able to use it. We are back to working out and cannot connect to ifit and enjoy all of its benefits. The treadmill is in a basement and we thought it may be the signal so we got signal boosters and it is still not working. We assumed that the signal just wouldnt reach down there but then we got a Peloton and the signal is never an issue with that machine. We need someone to troubleshoot and fix the internet signal as does not connect and we have to use the machine on ****** mode every time we use it. Thank you. ***************************
Business Response
Date: 05/03/2023
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.

Our iFit team will have an agent reach out within the next 48 hours to get this resolved.
Please let ** know if you have any questions.
Have a great day!
Initial Complaint
Date:05/02/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We received our machine on 31-March-2023. Upon starting to use it we noticed a grinding / scrubbing noise while in use which we could not stand and dont hear on any of their own videos. After frustrating attempts to get support or figure out what could cause the issue. Including constantly being directed to the companys website to submit a support request. I found the return form. Upon submitting the return form I immediately received an email notifying they were working on my return and there would be a zero dollar charge. Without further communication from Nordic track I received a call from their pickup person who scheduled to pick up the machine from my house. The pick was scheduled for 22-April-2023. On 24-April-2023 I receive an email from nordictrack indicating that they would only be refunding ****** due to a 250 freight fee and a 10% restocking fee. First Im told there is no fee then Im told there is a few after the item is picked up. This for an item that is defective in so way. I already have treadmill purchased at the same time that has issues that according to customer support I need to fix, sure he was willing to see if he could get a waver to send someone out. The units arent even ******************************************************************************************** damaged pieces of equipment.
Business Response
Date: 05/03/2023
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 apologize, 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.
Please let ** know if you have any further questions.
Have a great day!

Customer Answer
Date: 05/03/2023

Complaint: 20008540

I am rejecting this response because: I was provided a email stating that there was a 0 dollar return. The reason I returned the equipment is because it is broken or damaged and based on your customer support for the treadmill and the fact that because I didnt pay you to set it up I have to fix a known issue with the treadmill myself. Sure using parts you provide. Even when requesting from a manager that this is a defect based on fact the issues occurred within a week of setup somehow it must be my fault and you are only responsible for the part. Frankly I wanting to return all my equipment based on your customer service so far this is the only piece I have returned.

Sincerely,

*******************
Business Response
Date: 05/05/2023
Hello,
The automated emails send after submitting an online return cannot properly review the account for fees applicable to the return.
That is where the return policy comes in to inform you that there are return fees applied to any return.
We apologize, the fees apply to your return.

Customer Answer
Date: 05/05/2023

Complaint: 20008540

I am rejecting this response because: then there should be no value placed in that email. It is miss leading and creates confusion and frustration. Because the formal email came in after the call from your partner company to schedule the pickup, we had no clue that we would be charged. Because no one picked up the phone and made a call to address our concerns with the machine being broken or not functioning correctly we assumed either you have a known issue and were conceding that the device was probably broken and a return was reasonable.
your first email is technically a binding statement you came back after the fact trying to charge us for something you didnt express up front

you also ignored my statement about already having trouble with getting another piece of equipment repaired because we didnt pay for your company to hire an installer. So we have to repair the equipment for a known defect using your provided parts. How is this acceptable we purchased a machine with a known defect, and your customer has to take a brand new machine apart to replace pieces and parts. Also demanding that we register our machine before you will even provide support.
Ifit / NordicTrack has not address any of my concerns

Sincerely,

*******************
Business Response
Date: 05/05/2023
Hello,
After further reviewing your account it appears that a return has not been processed yet. When a return is processed, the fees apply, as stated in the return policy.
We also do not have a new machine registered on your account.
Please let ** know if you'd like to troubleshoot and get the issue with your machine resolved or if you'd like to return.
Either way, we will need the following information to register your product before moving forward.
MODEL NUMBER-
SERIAL NUMBER-
PURCHASE DATE-
**************-
Thank you!
Customer Answer
Date: 05/09/2023

Complaint: 20008540

I am rejecting this response because:
Some one from the company needs to call me. **********. That is part of the problem here. No one called. No one took the time to communicate. We received a call from the company picking up the item before we even received the email from NordicTrack explaining the fees.
please call me.
Sincerely,

*******************
Business Response
Date: 05/10/2023
We apologize, if you'd like to discuss your return options further, please contact our Billing and Returns team directly at- ************
Customer Answer
Date: 05/11/2023

Complaint: 20008540

I am rejecting this response because: I have already spoken to multiple teams within your company and non have resolved any of our issues or concerns. Why is it that the team that supports the BBB complaints cannot make a phone call. Maybe this should be escalated to a higher level within your company to get actual resolution.
1. the equipment was scheduled for pickup before we even received notification of what the refund would be.
2. we have another piece of equipment that has a know. Defect that is not resolved still
3. When calls are dropped or call backs are suppose to happen it does not happen.
this is an executive level action needed.

Sincerely,

*******************
Business Response
Date: 05/15/2023
Hello,
We apologize, please contact our billing and returns team directly at ************ to further discuss your return options.
Thank you!
Customer Answer
Date: 05/15/2023

Complaint: 20008540

I am rejecting this response because:

I have tried this path without resolution. Why would I keep talking to the same group when no resolution is received.

Sincerely,

*******************
Business Response
Date: 05/15/2023
Hello,
We have given all information about our return policy.
If you'd like to proceed with a return, please contact the number previously provided.
Customer Answer
Date: 05/15/2023

Complaint: 20008540

I am rejecting this response because:
youll be hearing from my attorneys.
the BBB can go close this case as not resolved customer not satisfied. No resolution or further contact required through BBB channel

Sincerely,

*******************
Initial Complaint
Date:05/02/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase price $699.00 and then 2 year service plan $250.00 dollars. I ftit has been stalling on repairing my treadmill. The treadmill is a proform 505 CST model. purchased 09+-27-2023.. January 2023 the machine stopped running. I fought with them for a month to get it fixed. The first of March I got The parts, they say a repair man could not be here till April 6 2023. when he got here the parts were the wrong ones. The repair man said he would order the right one. On April 15 I called to find out what was up. The service tech I talked to **************, had no idea what I was talking about. the email ************************** support [ ref:_00Dj0JnBt._5003a1LbOp0:ref ]TREADMILL ICON Service Email Fri, Apr 21, 2:28?PM (11 days ago)to me Hello *******, no problem!Would you like me to close this case? If not we can keep in touch, let me know.Regards, **** --------------- Original Message ---------------From: *********************** [**********************]Sent: 4/21/2023, 12:25 PM To: *********************** Subject: [EXTERNAL] Re: IFIT support [ ref:_00Dj0JnBt._5003a1LbOp0:ref ] Thank you for your help! *************************** On Fri, Apr 21, 2023 at 1:57?PM ICON Service Email <***********************> wrote:Hello, I hope you are doing great!I went ahead and created a build and ship form to escalate this issue and get you a better ETA. You will get a mail regarding this form in between 24 to 48 hours.Regards, **** --------------- Original Message ---------------From: *********************** [**********************]Sent: 4/21/2023, 11:48 AM To: *********************** Subject: [EXTERNAL] Re: IFIT support [ ref:_00Dj0JnBt._5003a1LbOp0:ref ]That makes over 6 months my machine will be down, Why did I buy a $250.00 ** dollar service plan? If the treadmill is broken 6 out of 12 months! Speed It Up I want my money back Or a new machine next week fully assembled. I don't think you want me to call the better busy bureau or the ******** attorney general's office **************************** On Fri, Apr 21, 2023 at 1:40?PM ICON Service Email <***********************> wrote:Hello, I hope you are doing great!I was checking on with our warehouse and this parts will be shipping in between 2 to 3 weeks!Regards, **** --------------- Original Message ---------------From: *********************** [**********************]Sent: 4/21/2023, 11:27 AM To: *********************** Subject: [EXTERNAL] *********** Request [ ref:_00Dj0JnBt._5003a1LbOp0:ref ] At least you found my INFO.. Now if you could get the ball rolling. or I want aTotal refund. Did you check on the order situwayshion. On Fri, Apr 21, 2023 at 1:21?PM ICON Service Email <***********************> wrote:Hello *******, Hope you're having a wonderful day, thank you for submitting this support request. I do apologize for the issues you have been through. The drive motor shipped to you in February was not the one for your specific machine. The correct controller and drive motor has been ordered and a new service assigned. We truly apologize for this.**We are currently waiting to get both parts in our warehouse and it'll take within 2 to 3 weeks to be delivered**If you have any other questions, please feel free to let us know!**Would you like to receive text updates from our iFIT *********** Alerts program? You will be opting in to receive updates on your support tickets and orders via text message. You can access our terms of use and our privacy policy by clicking the links. Message frequency will vary, and message/data rates may apply. You can stop the texts at any time. If you would like to opt-in, What would be the best phone number to receive these updated? To opt-in, text "JOIN" to 79691.Are you interested in extending the protection for your machine? We have an **************** Plan that extends the amount of time your machine is covered for parts and labor. We offer different plans, if you would like to purchase an **************** Plan give us a call at ***************** for further assistance.**For a faster response Please reach out to us over our live chat on my.ifit.com or give us a call at ************ 6am-6pm MST. iFIT *************************** PRODUCT SPECIALIST my.ifit.com facebooktwitter --------------- Original Message ---------------From: *********************** [**********************]Sent: 4/21/2023, 11:06 AM To: *********************** Subject: [EXTERNAL] Re: IFIT Support-TREADMILL [ ref:_00Dj0JnBt._5003a1LbOp0:ref ] **************************** **** ********************************* ************ no work SER# PP910C 00088 60 PFTL59420.2 505 CST 9-27-2022 ******** sporting Goods In my home I am really getting tried of you asking the same info time and time again. All you people are doing is stalling. I have given this info Everyday for the last week. What our you going to do about my money. 3 1/2 months is to long to have a machine sitting there not able to Run!! Like I said the tech was here April 6.2023< and didn't replace the drive motor or card the service department sent. I am really tried of no results. ******************** **** On Fri, Apr 21, 2023 at 9:59?AM ICON Service Email <***********************> wrote:Hi *******,I hope you are having a nice day. I'm sorry to hear about the issues you are having with your machine. I wasn't able to pull up an account with the email address that you contacted ** from. Do you have this product registered with **? If you do, what is the phone number that you used to register? Do you have an order number that we could use to pull up your account?If you have not registered the machine, I would need to get the machine registered so we can get your issue resolved. If you can provide me with the following information, I can get it registered for you.First/Last Name:Address: (Physical & billing if different)Home Phone:Work Phone:E-mail Address:Serial Number:Model Number:Version:Where Purchased:Date Purchased:Where in the home machine is located Best Regards,************Ifit *********** ref:_00Dj0JnBt._5003a1LbOp0:ref here is just one email from them. I would like a total refund and have them remove the machine. THANKS ************************
Business Response
Date: 05/02/2023
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.

After reviewing your account, the out of stock parts should all be shipped out within the next 1-2 weeks.
We apologize for the delay and appreciate your patience.
Let ** know if you have any questions.
Have a great day!
Customer Answer
Date: 05/02/2023

Complaint: 20006973

I am rejecting this response because:
I have been waiting since January 2023 on parts and all I get is I am sorry This is really poor business..I believe I am entitled to some results then I am sorry

Sincerely,

***********************
Business Response
Date: 05/03/2023
Hello,
We have escalated this with our parts team to ensure your part order ships out as quickly as possible.
You can also track your order at anytime at iconservice.com using your order number.
Initial Complaint
Date:05/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm done with IFit. I've contacted you before regarding my membership because they screwed it up and would not reply to my emails. I thought we had it resolved (paused until today). I tried to use it this morning and it said my membership was not active. I just logged onto their website to "unpause" it and there was no option for that. The only option was to cancel it. I could find a screen that told me my premium membership will expire on July 8, ****. I'm done and now I just want my money back. I don't know what happened but they no longer offer any of the stuff they used to. They are not fulfilling what the membership is supposed to be and do not reply to emails. Can you assist me with this?
Business Response
Date: 05/08/2023
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.
After speaking with our iFit team it appears that your account is active until July 7th **** and has not been paused. We also show that you had reached out in March and we unpaused the membership.
If your screen is displaying the locked screen, try the following and let ** know if the issue still persists.
Menu>Settings>maintenance>Reset App Data.
Business Response
Date: 05/08/2023
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.
After speaking with our iFit team it appears that your account is active until July 7th **** and has not been paused. We also show that you had reached out in March and we unpaused the membership.
If your screen is displaying the locked screen, try the following and let ** know if the issue still persists.
Menu>Settings>maintenance>Reset App Data.
Customer Answer
Date: 05/09/2023

Complaint: 20005777

I am rejecting this response because: they no longer reply to emails like they used to. To get any sort of response I have to go through BBB. They have messed up my account more than once. I get random emails in March that refer to me pausing my subscription in September 2022. They no longer offer the services they did when I signed up....rewards, live events, etc. I would like to cancel my membership and have my money refunded. I signed up for something they no longer offer.

******************************************************
Business Response
Date: 05/10/2023
Hello,
After speaking with our iFit team they have informed us that unfortunately, the charge is too far back.
Our refund policy would be 30 days after the charge and you were charged on Nov 26th of 2022.
We send cancellation emails before charging and you're able to cancel at any point so you're not charged.
It appears that the membership has been paused and unpaused for the last few months, you should be aware of the charges by this point.
Please let ** know if you have any further questions.
Have a great day!

Customer Answer
Date: 05/15/2023

Complaint: 20005777

I am rejecting this response because: I paid for services they no longer offer. I am not sure what difference it makes how far back the charge is. When I paid for my membership I was paying for many things they no longer offer. They changed their services and have greatly reduced what they offer.

******************************************************
Business Response
Date: 05/15/2023
We apologize, we are not able to offer a refund per our policy.
Initial Complaint
Date:05/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
IFIT fitness broke the warranty and is double charging the service fee when they stated that it was one service fee. They also didnt generate an order to finish fixing the treadmill. They are doubling this cost.
Business Response
Date: 05/02/2023
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.
After reviewing your account we can confirm that only 1 labor charge has been made on your account. That charge was made on 2/9/2023. Can you please give us a little more detail as to what charge you are referring to? Do you have an email confirmation?
Thank you
Initial Complaint
Date:05/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have previously filed a complaint (********) which was satisfied. Once again my treadmill is broken. I have had it for about 14 months, of those 14 months the machine has worked about 60% of the time. It is a lemon, I want a refund. When you search reviews of this machine they are all the same, it never works. This company is knowingly selling a sub par product, and does little to rectify the situation. My husband was running on the treadmill and it collapsed under him because the board under the treadmill belt was so poorly constructed that it snapped. I paid $2000 for a machine that is garbage, and clearly should be recalled. NordicTrack only offers a 30 day return window. My issues began about a month after that. NordicTrack gave me an extended warranty for free due to all of the issues. That was very nice of them, but this machine is unsafe and just complete garbage.
Business Response
Date: 05/02/2023
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 apologize, we are not able to provide a return as you're well outside of the 30 day return window.

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.
After further reviewing your account it appears that parts have been ordered to resolve the current issue.
Please let us know if you have any questions.
Have a great day!

Customer Answer
Date: 05/02/2023

Complaint: 20001795

I am rejecting this response because: you sold me a lemon, and you know it. I am filing a lawsuit.

Sincerely,

***************************
Initial Complaint
Date:04/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing an unethical practices complaint against ifit for failing to acknowledge their culpability in their software upgrade that crashed customers treadmill console deeming the machine inoperable. They then continued to ignore complaints forcing customers pay money out of pocket in order to get their treadmills diagnosed and repaired. Any customer affected by their negligence should not have to pay any money out of pocket and/or refunded any money paid out of pocket. Their CSRs should be trained on following a process specific to addressing this software issue rather than allowing their customers to spin their wheels trying to get their expensive equipment fixed due to ifits negligence. Ifit should be ashamed of themselves and held accountable for their unethical practices.
Business Response
Date: 04/28/2023
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 have experienced and go over what we can do to resolve these issues for you.

If you have any further questions, please contact our iFit software team directly at **************.
Thank you

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