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

• 

  iFIT

  230 S Main St. Highlands, TX 77562

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:04/21/2023

  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 treadmill from ifit several years ago along with a warranty. about four months ago the console locked up. I got online and found that hundreds of ifit customers were experiencing the same issue. I also learn the problem was invoked by ifit that sent out a update which damaged the consoles. literally after dozens of phone calls and chats was i finally able to have some one help. first they said they would order me a new console. one has been on order in the tacking system for months with no movement. I was told one was going to be shipped out to me mid March. March came and went so again after countless attempts contacting ifit they said they would send me a new tablet, not the console. weeks later the tablet arrived then a tec came out and told me the unit needs a new safety key housing and a new console. so of course he could not repair the machine. he told me that he would send the notes over the next morning to get those parts ordered and I should receive conformation. I never received conformation. I called ifit myself they informed me that the repairmen never sent in the notes. so now I am back to square one. My machine that I paid a lot of money for has been down for five months! For a consumer to have to go through so much stress and headache to have something fixed that they purchased with a warranty is just unbelievable. I have waited long enough and been put through the ringer with this situation. I want the new parts expedited over night ASAP. both a new console and the safety key housing. this was caused by the company send out a bad malware update and I have been stressed out trying to get this resolved. I don't want apologies, I want what is right to be done ASAP.

  

  Business Response

  Date: 04/21/2023

  Hello-

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

  I do see as of today we have requested further information from the technician.  Once we have the information needed we can get that order placed for you.  I sincerely apologize for the delays.

  Thank you.

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NordicTrack Commercial **** and an extended warranty. I paid $2700 for the treadmill and $229 for the extended warranty. The treadmill continues to spontaneously stop without any intervention in the middle of a workout and it is a hazard. Over the past year I have submitted 4 customer support tickets to the company including numerous videos at their request. They have fixed the treadmill but they it continues to break down. In December ********************************************************************************************************************************************************** the most recent support ticket, the customer service has been doing everything to avoid sending a technician. I am asking that they replace the treadmill as it is still under warranty with a year still remaining on the warranty. I am tired of the games that their customer service play and have logged the most recent transaction below.Video 1 - ******************************************* and Video 2 - ******************************************* As an update (their service department is unhelpful)4/03 I submitted a support ticket which included this video 4/13 Icon emails asking if this happens in manual mode and if there if an error message (showing that they did not review the video)4/17 I reply that it occurs in manual mode and no error message 4/19 Icon asks me to send a video of the lights during start up 4/19 I send a video with the lights 4/20 Icon emails that my machine is out of warranty so they cannot assist 4/20 I reply that I purchased a 4 year warranty 4/20 Icon asks when I lubricated the belt and deck 4/20 I email that I regularly lubricate the belt (I did less than 2 months ago)4/20 Icon requests that I send a video of the treadmill with the belt loosened

  

  Business Response

  Date: 04/21/2023

  Hello, 

  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and the  machines issues. We completely understand where you are coming from on this matter.
  
  We're happy to get this resolved. 

  Can you please let ** know what the LED light blinking pattern is when the issue occurs?

  Did you injure your knee?

  Would you like to file an injury claim?

  Please let ** know.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19963458
  
  I am rejecting this response because:
  I have already gone through this process with customer support and they are dragging out any resolution by repeatedly creating additional, prolonged process.

  They can reference Case Number: 22047339

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

  

  Business Response

  Date: 04/21/2023

  Hello, 

  It appears that you've been instructed to do a white line test.

  What was the outcome?

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19963458
  
  I am rejecting this response because:
  The company continues to require more tests prior to service and has not made any assurances of resolving the issue despite my purchase of extended warranty.

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

  

  Business Response

  Date: 04/24/2023

  Hello, 

  If you'd like to get this resolved in a more timely manner, please provide a video of the issue to the email previously provided. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19963458
  
  I am rejecting this response because:
  I have submitted multiple videos of the issue already. The company is now asking for additional money despite the fact that I have already paid for an extended warranty.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/28/2023

  Hello, 

  Would you like to send the videos for ** to review or continue working through ****** Services via email?

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19963458
  
  I am rejecting this response because:
  
  I have already sent the videos to the company and they continue to stall providing services purchased under the warranty. In fact, they have now asked via email for additional payment despite the fact that I have paid for the extended warranty. Asking for the video through the BBB channel is further evidence of their attempt to not fulfill their warranty obligation but rather stall as they have been provided multiple videos and are now asking for payment to diagnose the issue. The treadmill is covered under a purchased extended warranty that the company offered to sell to me and the treadmill is broken and clearly covered as the warranty has one year remaining. It is a very deceptive practice to sell a warranty to a consumer and not fulfill obligations of the warranty sold.
  

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

  

  Business Response

  Date: 05/01/2023

  Hello, 

  Again, we're happy to help. However, we will need a video of the issue sent to the email previously provided.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19963458
  
  I am rejecting this response because:

  Again, I have sent multiple videos and NordicTrack is stalling rather than fulfilling it's warranty obligations. 

  1. I have purchase an extended warranty.

  2. The treadmill is not working and covered with one year remaining on the warranty.

  3. I have reported the issue and NordicTrack is not fixing or replacing the machine.

  4. NordicTrack makes repeated steps to fulfill the warranty obligation and has even gone as far as to request additional funds rather than repair or replacing the machine.

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

  

  Business Response

  Date: 05/02/2023

  Please provide the videos to **************************************************. 

  Please reply here once they have been sent, thank you! 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19963458
  
  I am rejecting this response because:

  Again, I have sent multiple videos and NordicTrack is stalling rather than fulfilling it's warranty obligations. 
  1. I have purchase an extended warranty.
  2. The treadmill is not working and covered with one year remaining on the warranty.
  3. I have reported the issue and NordicTrack is not fixing or replacing the machine.
  4. NordicTrack makes repeated steps to fulfill the warranty obligation and has even gone as far as to request additional funds rather than repair or replacing the machine.

  Please have ***** review the videos I have already submitted
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/04/2023

  I have sent multiple videos to the company, including:

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

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

  As well as other videos directly attached to emails sent to them on 4/19/2023 and on 4/21/2023.

  

  Business Response

  Date: 05/09/2023

  Hello, 

  After reviewing your account it appears that you've filed an injury claim. 

  Since this has been done, we cannot provide any parts and service until the claim has been resolved. 

  Please continue communicating with ******* to get this resolved. 

  Thank you! 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19963458
  
  I am rejecting this response because:

  I did not submit an injury claim but the company pushed me into this alternative track to further delay repair/replacement of the treadmill that is under warranty.

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

  

  Business Response

  Date: 05/10/2023

  Again, we apologize. The legal claim must be resolved before we're able to proceed. 

• Initial Complaint

  Date:04/20/2023

  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 their treadmill within the past year. The warranty is only a year. I registered my purchase but they refuse to acknowledge it. My treadmill is not working based on any fault of mine. I paid for a technician to come out and service the item. The outcome was the brain of the unit needs to be replaced. This is not normal for a treadmil to be uncooperatable after just a year of minimum use.

  

  Business Response

  Date: 04/21/2023

  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 have reviewed your account and it appears that the machine is no longer under warranty. 

  You will need to contact our non-warranty team for further assistance as all parts and service will need to be paid for.

  You can reach them at-************.

  Have a great day! 

   

• Initial Complaint

  Date:04/20/2023

  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.

  Placed order for a NordicTrack Bike
  Order # *******
  Date of Order: 3/13/2023
  Customer # ********
  Received Date 3/27/2023
  NordicTrack provides a 30 day return if not satisfied with the product.
  
  The bike was put together according to instructions provided on 3/27/2023. Bike never powered on.
  Called on 3/28/2023 to seek assistance
  Call was 3 hours long and they couldn't get the bike to ever power on.
  They said they'd ship out a cable to replace.
  4/10/2023 - Called again, I haven't received the replacement part.
  Still unable to use the bike at all, not functioning, doesn't power on.
  when I called, I asked to return the Bike. They indicated that for me to do this, I will need to pay $250 for shipping and another $250 for restocking fee.
  I didn't want to be charged for any of that since they shipped me a totally useless product.
  They said that they'll ship the replacement part out.
  4/20/2023: Part is still not received. Bike has been useless since it doesn't power on.
  I would like to return this useless product that has never worked back and do not feel that I should pay for anything since I have not been able to use it at all and should get a FULL refund.
  I need help getting to a resolution as the company doesn't want to budge on the ridiculous fees they are charging me for a product that is defective and unable to be used in any way.

  

  Business Response

  Date: 04/21/2023

  Hello-

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

  
  On your account, we can see a return is in process for your machine. We have reached out to our Billing and Returns department regarding the fees associated with the return. They have confirmed that the fees  are non refundable as they are payment to another company. The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at  at *************************************************

  You are being refunded $3203.58 (reference number ******** ). You will see this amount within the next 30 days or less. 

  
  You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine. 

  Thank you 

  
  

  Customer Answer

  Date: 04/21/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  To clarify, I called and spoke to them yesterday. They indicated that they will refund my full amount of purchase and will not charge me for the fees. 
  

  I find it absolutely ridiculous that they are charging for fees on a product that does not work. 
  

  While I handled this myself with them see attached email confirmation from them showing the full amount of refund to me, they need to understand that this is returned due to it being broken.
  
  Total of refund on email from them shows the following:

  Your return of order ********** for the amount of $3203.58

   

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

  

  Business Response

  Date: 04/21/2023

  Hello, 

  We have confirmed that the fees have been taken off. The refund amount is $3203.58 

  Thank you 

  Customer Answer

  Date: 04/24/2023

  
  
  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,
  
  ******* *******
  

  Customer Answer

  Date: 05/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Hello I got an email from the business back on April 20th stating that refund will show up in my account within 7-14 business days. It’s been well over that and when I asked them today they said it’ll be 30 business days now. See attached pic of email. 

  My concern is that they have already come and pick the product up and now they’re pushing out the timeframe of my reimbursement.

  
  

  I’d like to have this case reviewed and reopened to ensure my refund is provided to me, since they now have the product in hand.

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

  

  Business Response

  Date: 05/11/2023

  Hi *******, 

  I'm sorry to hear of your experience, I hve gone ahead and reached out to our Billing Department regarding your refund, they have confirmed that funds are being released to your bank today, you should see your refund in 1-3 business days. Please let us know if you have any additonal questions. 

  Thank you 

  Customer Answer

  Date: 05/15/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have yet to see the reimbursement and don't want to accept this complaint until the reimbursement has been made as this vendor has the equipment on hand and it's been well over a month without a refung.
  
  
  
  Sincerely,
  
  ******* *******
  

  

  Business Response

  Date: 05/16/2023

  Hi, 

  We apologize for the inconvienance, we have reached out to our Billing Department and they have confirmed that the funds were released to TD Bank and they have been received. You should be able to log in to your account with TD Bank and see that if you have any further questions you will need to reach directly out to TD Bank regarding the refund as it has been received by them. You can reach them at ###-###-####

  Thank you 
  
  
  
  

  Customer Answer

  Date: 05/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: again the refund has not been applied. They keep saying it’s been applied but they don’t and it’s evident on the account. This product was returned to them a month ago. 
  
  
  
  Sincerely,
  
  ******* *******
  

  

  Business Response

  Date: 05/19/2023

  Hi, 

  We apologize for all  you have been through, you will need to contact TD Bank directly regarding your refund. They are a third party financial lender. We have released the funds to them and now they would be reliable to pay off the account. We apologize for the inconvienance. 

  Thank you 

  Customer Answer

  Date: 05/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It has been over a month and I still do not have a refund in my account. 

  
  

  As they requested in the last message, I called the financial institute they use to see if they see any refunds submitted by IFit. She mentioned that they do not see anything in the system for a refund. 

  
  

  I asked her how long do they normally see a refund in the account when IFit submits the refunds and she mentioned that they usually see it within a couple of days. 

  
  

  With that said and because I don’t see the refund yet, I have filed a dispute with the financial company. The case ID is BD******.

  
  

  I am obligated to make payments to this account even though I don’t have the product until the refund is submitted. 

  
  

  I would request that this case be reopened and that IFit submit an immediate refund and that I see it in my account by the end of the week. This shouldn’t be this difficult and at this point I honestly think they’ve scammed me. 

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

  

  Business Response

  Date: 05/24/2023

  HI,

   We apologize for the delay, after emailing TD Bank directly again we found out that the refund was processed and released on our end but never hit your TDB account. TDB will be manually forcing the funds through today, they should be visible in abt 72 hours.

  Thank you 

  Customer Answer

  Date: 05/25/2023

   
  
  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:04/20/2023

  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 my IFit treadmill in 2020 and used it several times a week. In mid-March it did a software update and stopped working. I reached out several times and was told that there was nothing that could be done because I was out of warranty. I could spend additional money to have someone come out and then even more to buy the part. By the time I paid for parts and labor, I might as well buy a new unit.I think at this point it's pretty obvious to them what everyone's problem is and they don't want to admit to it or fix it. Horrible customer service.

  

  Business Response

  Date: 04/21/2023

  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: 04/21/2023

   
  Complaint: 19960054
  
  I am rejecting this response because:
  I already tried everything in your manual and online pages to get my machine working again.   I emailed complaints almost a month ago and you only care now because I filed a complaint with the BBB.  You should do a better job for your (no longer) loyal customers from the start.  I understand that can be hard when all your machines break at once.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/21/2023

  Hello, 

  We sincerly apologize for all you have been through, we can assure you our software team will get this all taken care of for you. 

  Thank you 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19960054
  
  I am rejecting this response because:

  I called the number back that left me a voicemail.  I had to explain what happened 3 more times while I was transferred around.  I was finally texted a link to do a video call and it didnt work.

  I am not calling back.  I am done with your company and products.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/26/2023

  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.
  

  In looking into your account today, we see you have been in contact with one of our agents and they were able to order parts for you and set up a service order as well. 
  Your part order is ICS9668873. You can track that at the link below:
  **************************************************************************

  
  If you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  

  
  

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Nordictrack Commercial X32i treadmill frame broke. Model # NTL39221.4/ Serial number : *************. My report number is ********. The frame has a lifetime warranty on it per Manufacturer. I started calling on 03/16/2023 or near there and was told by customer service they would help me feel out the form. We did filled out form over the phone and was an email and told to upload pics of the treadmill showing the broken frame which I did, I was told I would receive an email in 7-10 days. 10 days later , nothing! I called again and was told the girl did not submit the form right, I then proceeded to do it all over again with another customer service(pics resubmitted all over again) I was told it would take another 7 to 10 days and an email would be sent to my husbands email address and that i could call back to check on progress. I waited a week called back , told its still processing. when I demanded to speak to supervisor was told they don't transfer calls to them. The customer service agent did put me on hold and supposedly it was approved and now I would get a call to deliver my new treadmill( I was told be a new one cause they cant just deliver a frame). I would be contacted in a week to 10 days from company to deliver it. 10 days went by , I called tonight ( 04,19,2023) and was told the forms were not filled out right all the other times and this agent would do them right. I am tired of the run around. I have complied with every request.

  

  Business Response

  Date: 04/20/2023

  Hello, 

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

  After reviewing your account it appears that the Product Resolution Form has been approved. 

  You will hear from our PR team within the next few weeks via email with the next steps. 

  Please let us know if you have any questions.

  Have a great day! 

   

• Initial Complaint

  Date:04/19/2023

  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.

  I purchased the s22I on December 5, 2021. On ~ April 10th I attempted to turn on my machine and there was no power. The "power transformer" green LED was flashing. I reviewed many public social media posts who indicated that control board had failed. To get to the control board the two set screws had to be removed. The panel is inside. The control board LED is flashing red. I attempted to contact ICON Service Canada; who did not answer my email for over a week. The phone number would have a IVR message that said something to the effect of too many callers, please call back. I found out through social media the name has changed to IFIT; and to contact them through ********* I ordered a new control board; which I installed and the same issue persists. I got a response in email from ICON Service who after responding back; they provided a *** service number. I again told them I am in ******. Constant back and forth to get answers. went back to the ******** chat; and advised that the board does not solve the issue and that I called a tech in my area ( I took a video of the flashing LED's) and he suggested maybe the console or the power supply. I went back to the ******** chat and advised. They stop responding mid chat.

  

  Business Response

  Date: 04/20/2023

  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.
  
  In looking into your account today, we were able to order parts for you. Your part order is ICS9665114. You can track that at the link below:
  **************************************************************************

  
  if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  

  Customer Answer

  Date: 04/20/2023

   
  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. Please close this complaint. 
  
  Thank you!!!! IFIT for reducing some of the frustration,  I do appreciate you all working hard to correct this issue. 
  
  ***************************

   

• Initial Complaint

  Date:04/19/2023

  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.

  I have had a subscription to IFit that I do not use and have not used for a while. I tried to contact them when I saw the large charge appear on my credit card bill for ******. They charge a high annual subsciption fee and customer service is very hard to contact. I have tried to contact them by phone but they are only available during weekdays and have a long hold time. They are closed on weekends. I finally realized I can contact via email and sent them an email. They have responded that I needed to contact them within 30 days of the charge but I have been trying. It is now 32 days after the charge and they will not refund me. I have asked them to at least give me a prorated refund for the remainder of my subscription and they will not. It is not fair to automatically charge and then make it impossible to cancel and then to not give even a prorated refund.

  

  Business Response

  Date: 04/20/2023

  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, it looks like were able to go ahead and refund that charge for you. Please allow 3-5 business days for that to reflect your account. 

  
  Thank you 
  

  
  

  Customer Answer

  Date: 04/20/2023

   
  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:04/19/2023

  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 ordered a NORDICTRACK EXP 7i TREADMILL from them, and it came to me with some faulty parts. During assembly, we discovered that their screws for the right handrail did not fit into the screw-holes no matter how hard we tried. They fit on the left side, so this was obviously a faulty piece of railing. I tried to contact them about the next courses of actions. That was a big mistake. When I tried calling, they bounced me around from department to department until I got to the repairs/warranty. Then they dropped my call. I called back and then they tried to to say that my treadmill's warranty was voided...before I had even assembled the machine. I stuck with it, and they tried to get me to troubleshoot the problem through me SENDING THEM PICTURES AND RESPONDING OVER CHAT. This was an excruciating process that quickly ate up 2 hours of my time. Finally, because I was fed up with the whole experience, I told them that I wanted to return this faulty piece of c*** machine that was wasting way too much of my time. They said that their return policy had a $250 + 10% restocking fee. They are essentially con artists. I wouldn't be surprised if part of their business model included shipping out faulty products, and then relying on that ridiculous return policy and exasperated customers to generate some revenue because making and delivering quality products sure isn't.DO NOT BUY FROM THIS SCAM OF A COMPANY. THEY OFFER ONE OF THE WORST CUSTOMER EXPERIENCES I HAVE EVER ENCOUNTERED AND THEIR PRODUCTS ARE JUNK!

  

  Business Response

  Date: 04/20/2023

  Hello-

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

  I wasn't able to pull up an account with the number provided. Have you registered your machine with us? If not, please provide the following information to take care of your registration. Thank you in advance!
  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL:
  SHIPPING ADDRESS:
  MODEL #:
  SERIAL #:
  DATE OF ****************** OF PURCHASE:
  

  Thank you!

• Initial Complaint

  Date:04/19/2023

  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.

  Good day,
  This is ********* ******* and *** again writing concerning a treadmill we bought In May. We called about it giving us trouble in December with the board walk. We wrote to you through BBB around January (we said we wanted a replacement) and were told the parts will be sent and that you guys were going to extend our warranty for how long the treadmill was down.This is now April ending. After sending a technician multiple times (which by the way takes weeks to get to him as he is apparently the only technician a big company like you have in Maryland) about this treadmill and finally the tech came yesterday and told us it is fixed and then guess what this morning in the middle of running for 5 minutes the treadmill stopped abruptly and I fell off the treadmill (I run at a speed of 7). That was really scary and dangerous. I don't think my life is worth risking for a treadmill like that. I am traumatized even just thinking of climbing on that treadmill. We are just tired and done with this and this is a safety hazard. We are not going to be using this treadmill anymore. It is only fair at this point that we need a replacement. This has been 5 months going to 6 with no treadmill to use. I don't understand how you guys as a business function like this. Where is the fairness. Is it only about making profit and loosing you dignity? Put yourself in another persons shoes. I bought this treadmill very expensive because exercising helps my mental health. I have not been able to exercise at home and have been paying money to go to the gym just to keep my sanity which is running thin. Please I don't want to fight as I am already stressed and tired. Please do what is right and replace the defective treadmill we bought from you with one that is new and actually works.
  Please do the right thing.
  We won't mind escalating this further. We are not asking for anything else but fairness and consideration of my money and time. We have a video of the treadmill issue and recordings of multiple conversations with your staff.

  

  Business Response

  Date: 04/20/2023

  Hello, 

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

  After reviewing your account it appears that you've been assisted by our Member Services team. 

  Are you in need of anything further?

  Please let us know.

  Have a great day!