Complaints

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

close

Find a Location

iFIT has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  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:04/19/2023

  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 purchased a S22i NordicTrack bike in 2020. I have been able to use the bike approximately 35 times. At this time, my bike will not power on. I have had iFit warranty department contact a sub contractor to visit my home three times.
  My bike still does not work and I have an area in my home gym full of parts sent to me from NordicTrack.

  

  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 issues. We completely understand where you are coming from on this matter.
  
  

  After reviewing your account it appears that you've spoken with an agent who has ordered parts and service. 

  Are you in need of further assistance?

• 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 purchased a NordicTrack T 6.5 Si Treadmill on November 25, 2022. Upon opening the package during installation, I found the wire in the centre console was broken. I reached out to my original retailer (Amazon) who directed me to iFit to repair the product. On December 4, 2022, I had a case opened with iFit (#********) who informed me they will send me a replacement part. On Jan 30, 2023, I had received the replacement part and had the iFit technician come to my house only to find out the replacement part was incorrect. The technician took the part with him and said he will request a new one that fit my machine. I've sent multiple follow *** to only receive indication that the replacement part is not in stock. It is now April 19, 2023 - 6 months later - that I have not been able to set up, let alone use a product I have paid for. Pictures attached are the original broken console. Original connect and the replacement part showing the incorrect connector (pink)

  

  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 issues. We completely understand where you are coming from on this matter.
  

  As you are located in ****** we are unable to pull up notes from your visit with the technician to order the needed parts.  Please contact our ****** member care at ************** so they can get this taken care of for you.

  Thank you!

   

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19956859
  
  I am rejecting this response because: It is not my responsibility in coordinating issues within the organization. I have reached out to the ******** support line in the past and my complaint is based on that. The only response they have provided me consistently is that the console is not in stock.
  
  Sincerely,
  
  ***********************

  

  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.
  

  If the part order was placed from our ****** member care we have no way of looking it up, we do apologize.  You will need to contact our ****** member care for further assistance.

  Thank you!

• Initial Complaint

  Date:04/19/2023

  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 purchased a treadmill with an IFIT year membership. I used the card that was provided for the year membership. I returned the treadmill due to it malfunctioning but IFIT charged my card for 396.00 dollars for another year membership. I had no idea they did this as I didn't even own the treadmill any longer. As well, the IFIT turned off as I did not renew the membership. The membership did not renew nor did I use it. When I noticed it going through my bills they refused to refund me the membership even though it shut off AND it was never used. They can see that it was never used but still refuse to refund my membership. They sent an email that said the individual membership is 99.00 so why would you even charge 396.00 dollars?
  I am requesting that my money be returned as it turned off due to it being expired but charged me anyway.

  

  Business Response

  Date: 04/20/2023

  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.

  I have had an IFIT agent look into this for you and as this was from August of 2022 we are unable to refund the charge.  Once the activation code is put it in, it states it will automatically renew unless it is cancelled by you.

  If you have any further questions, please contact our IFIT team at ###-###-####.

  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.

  I own a NordicTrack commercial 1750 treadmill that is equipped with iFit software. At some point during the past two weeks, iFit appears to have sent a remote update which caused the console on the treadmill to freeze. Now the console is unresponsive and displays a 'reading update.ini" message. To my knowledge there are no other issues with the treadmill. Having discussed the problem with iFit Canada, they say the fix is a new console which will cost in excess of $1000. The treadmill is under extended warranty but iFit requires the original proof of purchase before they will honour the warranty.
  
  The treadmill was purchased in Jan 2018, and, as you might expect, I no longer have the receipt. That said, the treadmill was registered with the company on 23 Jan 2018, and the proof of purchase was used to register the machine at that time. The iFit customer service rep I spoke with (Luc) was able to confirm product registration and provided me with the date it was registered. I have also confirmed, through credit card statement, that I made a payment to Icon Canada for an iFit membership on 23 Jan 2018. It would appear then that the proof of purchase requirement was satisfied in 2018, and should not need to be satisfied each time I have an issue. While I no longer have the original proof of purchase, I believe there is more than enough evidence to show that I am the original owner of the treadmill.
  
  Ultimately, an update I did not request, for software I do not use, has rendered my treadmill useless. I am not seeking new equipment or services. I simply want my treadmill repaired.

  

  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.
  

  As you are located in Canada, please contact our Canada member care at ###-###-#### for assistance with this.

  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.

  My IFit does not work and I placed an order for a new one. It still has not arrived. My order number is **********.
  I need my new counsel to continue working out.

  

  Business Response

  Date: 04/19/2023

  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.
  

  I do see that this console is currently on back order, we do expect a shipment the first of May.  Once we receive a shipment we will have it shipped to you as quickly as we're able, we apologize for the delays.

  Thank you!

  Customer Answer

  Date: 04/19/2023

   
  
  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: 05/10/2023

   
  Complaint: 19954461
  
  I am rejecting this response because:This message was posted on April19th with BBB and my counsel does not have a shipping date as of yet.My IFit does not work and I placed an order for a new one. It still has not arrived. My order number is ICS9653878. I need my *********** to continue working out.
  
  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 are still currently waiting for a shipment of this part.  Once it becomes available we will have it shipped out to you.  We apologize for the delays in your order.

  Thank you!

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19954461
  
  I am rejecting this response because I have wanted long enough. I want to be prioritized and sent the counsel right away.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/18/2023

  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 bought a Norditrack treadmill in December of 2020. Initially, it worked ok. in May of 2021, after only using the machine a few times per month since purchase, I attempted to start the machine and it wouldn't start. The screen was black and I got a error message when I restarted it, so I called Norditrack support but wasn't able to get through to anyone. After a few dozen attempts and pushing difference prompts, after 5 months of trying to get a hold of them weekly, I was able to get a hold of someone who said my home internet was the problem. He then proceeded to walk me through how to disconnect the treadmill from the home Wi-Fi, mind you, everything else in my home was functioning fine with my Wi-Fi but none the less, I took his word for it. But unfortunately, after a few times of using my treadmill "in manual mode" (which isn't what I paid for, I tried to use my treadmill only to find out it was completely dead. I tried once again to get a hold of someone there but no luck. So I finally contacted a local fitness equipment repair company in December and they came to my home and told me that the console was dead. So then I tried to get a hold of them again to order a new console but was continually placed on hold for hours on end and hung up on. I went online and sent emails, tried to chat with agents but nothing, there was no response. Then one day I got a hold of an agent in January or February of 2023 who informed me that my warranty had expired in December of 2022 but I was welcome to pay 700 dollars for a console or pay their technician 160 dollars to come out and diagnose the problem. Obviously the fact they don't respond would lead to warranties expiring. Even at that, why would a 1 year old treadmill stop working? I have tried to ask for a supervisor to contact me or to have them mail me a new console but no luck. I prefer to not have a repair at this point as if breaks again, I would have to go through similar actions. Refund requested please.

  

  Business Response

  Date: 04/19/2023

  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.
  
  

  Our iFit team will have an agent reach out to you within the next 48 hours to get this resolved. 

  Please let us know if you have any questions.

  Thank you!

• Initial Complaint

  Date:04/18/2023

  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.

  Purchased NodicTrack Commercial **** Treadmill which was delivered in Feb 2023. Treadmill was unusable and dangerous because motor would stop suddenly and not work when fan turned on. Called support who shipped a mechanical part (roller) for a clearly electrical problem. Scheduled and waited for technician to install. Installation accomplished nothing. After multiple more calls, IFiT shipped wiring harnesses and control panel. Scheduled and waited for techician. These parts accomplished nothing. After more calls, IFIT shipped a new console. I called to get a techician scheduled but was sent a video to show installation. After starting installation, I learned it was the wrong video (showed console and bracket as one piece and didn't show how console connects to console bracket and wiring harness). Over two months, many hours on phone, many disrupted days to accomodate technicians. Have never been able to use treadmill and don't have any confidence we ever will.

  

  Business Response

  Date: 04/19/2023

  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. 

  
  As your machine was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter. 

  
  In looking into your account, we can see that we have open parts and service order for you, after looking into those for you it looks like the parts were shipped on 4/13 and 4/17 and are currently in transit to you. Once the parts arrive the tech will be reaching out for scheduling. 

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

  
  

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19952657
  
  I am rejecting this response because:  Response states "As your machine was not purchased directly through our company, we are unable to process a refund or return".  It is neither the fault or the responsibility of the Army and Air ********************** (AAFES) to deal with the return and refund of a 400 lb item that came unassembled on a pallet with heavy and complex shipping materials that cannot be reused.  Does IFIT actually think a call to AAFES in going to accomplish anything more than continued wasted time?  The fact is IFIT is CHOOSING not to  "process a refund or return" because it is expensive to take responsibility for their faults.  Further, if there were multiple parts to be shipped, why didn't IFIT support tell me that when I called them twice this week.  Completely broken customer support.  I need solution...not more aggravation.
  
  ***********************

  

  Business Response

  Date: 04/19/2023

  Hello, 

  We apologize for all you have been through, because the unit was purchased through IFIT by AAFES they are responsible for all returns of the machine as per their consumer agreement. If you would like to return the unit you will need to contact them and be eligble through their return policy, otherwise we would be happy to continue with parts and service at this time. 

   

  Thank you 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19952657
  
  I am rejecting this response because it was completely dismissive of the impracticality of returning the item (as described in my last rejection).  Can IFIT envision a way that return could happen?  I can't, and I'm sure AAFES can't.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/21/2023

  Hello,

  We understand your frustration, if a return is not possible then we will need to continue with parts and service at this time, your parts have all been shipped out. Once they arrive the tech will be notified and will contact you for scheduling. 

  Thank you 

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19952657
  
  I am rejecting this response because.  To the best of our knowledge we have all of the parts that have been ordered (althought we have no way of knowing).  We have contacted technician and have yet to hear about repair date.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/24/2023

  
  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 tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.

  
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you
  
  

  
  

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19952657
  
  I am rejecting this response because: IFIT has not demonstrated an ability to make the treadmill work through parts and service despite multiple attempts to this point.  IF they are ever actually able to make the machine work at some point in the future (and they reset my warranty and 30-day free IFIT membership to start at the point when the treadmill works for the first time), I would accept the response.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/26/2023

  Hello, 

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down so that you won't miss any coverage. Thank you. 
  
  

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19952657
  
  I am rejecting this response because: After waiting for several weeks for parts, we have to wait until mid May for technician.  No idea whether all of this waiting will yield anything more than the last failures.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/02/2023

  Hi *****, 

  We apologize for all you have been through, when is your appointment set for? 

  Thank you

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19952657
  
  I am rejecting this response because:  It provided no new information.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/11/2023

  Hi *****, 

  Thank you for reaching out to us, we have confirmation that you have a scheduled appointment set for 5/16. Once that appointment has been completed let us know if you have furrther questions

  Thank you 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19952657
  
  I am rejecting this response because:  Treadmill is now working for the first after the 3rd set of parts were swapped out.  We have lost 3 months of warranty coverage from the purchase date while the treadmill was unusable.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/19/2023

  Hi *****, 

  We apologize for all you have been through, i have gone ahead and requested the downtime to be added back to your warranty so that no time is lost due to the repair. Please let ** know if you have any further questions. 

  Thank you 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19952657
  
  I am rejecting this response because: "gone ahead and requested the downtime to be added back to your warranty" is a step toward resolution, but I don't know if/when it will happen.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/23/2023

  Hello, 

  It has been approved and added back to your warranty. Thank you 

  Customer Answer

  Date: 05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/18/2023

  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 $2000 bike. Nordictrack Ifit s15i. The screen/console is broken which makes the entire bike useless. (Can’t even change resistance to use it as a regular stationary bike)
  
  Contacted IFIT customer service via email and they (Whitney Blaisdell) gave us the run around by providing us with the wrong hours of operation and the wrong phone number. Which caused us to have to wait weeks to get in touch with them.
  
  Once we independently determined the correct hours of operation and phone number we finally get into touch with iFIT customer service. They say that they won’t even ship a new console for a minimum 8 weeks.
  
  We pay a monthly subscription for this machine and now it is out for 3 months at the minimum and we have no recourse, are losing a monthly payment and need to find (and pay for) alternative methods of exercise.
  
  At this point we should get the machine refunded or the console shipped within a week.

  

  Business Response

  Date: 04/19/2023

  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.
  

  We have spoken with our iFit team and since your'e located in Canada, you will need to contact our Canada Member Services directly for assistance at-###-###-####.

  Please let us know if you have any questions. 

  Have a great day! 

   

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already spoken to the Canadian team regarding this prior to filing the complaint. All the information in my initial post still stands. 

  You are the same company (as shown on BBB as multi location business). So you are still responsible. It is not reasonable to say I will get a new console shipped to you hopefully in the next two months. You should either take back the entire machine for full refund or ship a new console before end of April. 
  

  We paid a premium to receive a premium product which IFIT destroyed via an unavoidable over the air update. I should not have to continue to pay a monthly subscription fee for a product IFIT broke. I should not have to wait months for it to be repaired. 
  
  
  
  Sincerely,
  
  ***** ******
  
  

  

  Business Response

  Date: 04/20/2023

  Hello, 

  We apologize, we are not able to assist members outside of the US. You will need to contact our Canada Member services directly for further assistance.

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is no other company to complain to through BBB. You are avoiding this issue entirely. I have already contacted the Canadian department. There is no place to complain to through BBB for this website. You are the same company you can talk to each other.
  
  
  
  Sincerely,
  
  ***** ******
  

  

  Business Response

  Date: 04/21/2023

  We are not able to assist.

  Please contact them directly for assistance.

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have already contacted them prior to making this complaint. 
  

  There is no other IFIT to complain to on BBB. 
  

  Why can you just help me instead of trying to screw me over? 

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

  

  Business Response

  Date: 04/24/2023

  Hello, 

  We are not able to provide parts and service. 

  Please provide the Canada Member Services for further assistance.

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spoken to the Canadian team already. They are not assisting me.
  

  There is no other way to resolve this through the BBB since there is not a Canadian IFIT on the BBB.
  
  
  
  Sincerely,
  
  ***** ******
  
  

• Initial Complaint

  Date:04/18/2023

  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 bought NordicTrack treadmill 1750 4 years ago, in 2018. On April 15 2023 the screen said 'Software updates' and then went black, with no possibility to reset it or use the treadmill. Googling for potential resolution, I have seen that many users of NordcTrack equipment had similar problems related to faulty software update.
  
  NordicTrack customer service has been extremely unresponsive and unhelpful, suggesting that we should pay for the console replacement. I would like to join the class action lawsuit.
  
  Since this issue is solely caused by iFiT / NordicTrack, I would like the company to resolve the issue at their expense as soon as possible

  

  Business Response

  Date: 04/18/2023

  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. 
  We searched the email, address and phone number you provided, but we were unable to find an account for you with your registered machine, logged calls and part orders. Please provide the following information so we can get the machine registered.

  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL:
  SHIPPING ADDRESS:
  MODEL #:
  SERIAL #:
  DATE OF PURCHASE:
  PLACE OF PURCHASE:

  Please also provide a visual of the issue.

  Thank you!

   

  
  

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business has not offered the repair of my treadmill. Below is the information that they have requested.

  FULL NAME: **** *********
  PHONE #: *** *** ****
  2ND PHONE # (optional):
  EMAIL: **************************
  SHIPPING ADDRESS: **** ***** ****** ***, Denver, NC, 28037
  MODEL #: NTL14119 . 1
  SERIAL #: *************
  DATE OF PURCHASE: May 06, 2019
  PLACE OF PURCHASE: Purchased from Amazon

   

  I have not attached the visual because the console screen is black, so there is nothing to show

  I am looking for the quick resolution of my issue and free repair of my unit due to faulty software. 
  
  
  
  Sincerely,
  
  
  
  **** *********

  

  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 issues. We completely understand where you are coming from on this matter.
  

  Thank you for providing that information! Is the Bluetooth button lit on the console? Have you checked wiring and tried a pinhole reset? Are there any LED lights on the controller? Please also attach an image of your receipt from the time of purchase.

  Thank you!

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it has been the third communication with the business but still no offer to repair my treadmill and resolve the issue has been made.

  I have attached the original purchase invoice. To answer the questions - (1) Blue Tooth button is lit; (2) no other lights on the console; (3) I have checked all the wiring and tried the reset but nothing worked. 

  My frustration with the communication process with iFIT is growing every day. If  FIT does not fully resolve my issue within the next 5 days, I will enlist legal help to resolve this issue.
  

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

  

  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  machine’s issues. We completely understand where you are coming from on this matter.
  

  I have gone ahead and ordered a new console for you.  Your order number is ********** and you can track that using the following link.

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

  You are welcome to reach out to our Member Services at ************** (****) with any questions, or if you are experiencing any further issues.
  
  Thank you 
  

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you have not offered installation of the new console. TO RESOLVE THE ISSUE, SEND THE TECHNICIAN TO INSTALL IT. INSTALLATION SHOULD BE FREE OF CHARGE.
  
  
  
  Sincerely,
  
  **** *********
  

  

  Business Response

  Date: 04/24/2023

  Hello-

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

  As your manufactures warranty for labor expired on 8/3/2021 we are unable to set up a technician.  If you'd like the console installed you will need to call our non warranty department at ###-###-####.

  Thank you!

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you have not offered free installation, The issue has been caused by the faulty software update. Since you are refusing to rectify it at your expense, I will involve my lawyers to get remedy and will also join class action suit against your company.
  
  
  
  
  
  **** *********
  

  

  Business Response

  Date: 04/24/2023

  Hello-

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

  We are very sorry we are unable to set up a technician as your labor warranty has expired.  If you'd like a technician you can contact our non warranty department to have that set up.

  Thank you!

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business failed to deliver on its basic obligations and totally ignored my request. I have already initiated the legal action against iFIT and will post and disseminate my reviews of this awful experience on all available social platforms.

  This concludes my communication with iFIT.

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

• Initial Complaint

  Date:04/18/2023

  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 my proform bike in 2020, and received it June 29, 2020. I purchased the extended warranty covering Parts/labor good until 7/2024 in addition to the maintenance plan. I reached out to ifit 4/4/2023 because my bike won't connect to the internet, the screen is frozen and the bike is unusable until resolved. I sent 2 e-mails, waited on the chat for over 4 hours without response after being disconnected on the phone twice once I got a rep and explained what I needed, they hung up on me!

  

  Business Response

  Date: 04/18/2023

  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