Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:04/04/2023

  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 a treadmill on November 5, 2022. In March 2023, parts of the treadmill broke. I filed 2 reports online with no response. I called a few times with no answer but finally went through to someone on March 17th. I was told a base part would be replaced and it would take **** business days. During this time I checked the status and it was never updated. I called a few times, each representative giving me a different answer: the item is not in stock, or the item is in stock I should receive it by Friday April 7th, to the most recent, the item is not in stock and they are not sure. Now they are telling me to call back by next Friday April 14th if the part hasn't arrived so they can escalate it and give me a more accurate ETA. WHY? I am just waiting and waiting which seems like a common issue based on other customers' complaints. Additionally, now they are telling me I am supposed to wait 30 BUSINESS DAYS. There is a lot of internal issues, with representatives not giving accurate information. If an item broke due to manufacturer defect the part should be replaced IMMEDIATELY. Generally parts under warranty are shipped out next day or overnight, definitely not WEEKS TO MONTHS. This is the first time I have dealt with a company that has not replaced a part under warranty in a reasonable time frame. My warranty and iFit membership is now completely useless and I asked for a warranty extension and a partial refund on my iFit membership. I was transferred to a different department and no one answered after waiting for some time. I don't believe that they do not know current ETA of the backordered part and is giving me the run around. I have never dealt with a company that does not support its customer. I am incredibly disappointed.

  

  Business Response

  Date: 04/04/2023

  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 reviewed your account and have confirmed that the part is currently out of stock. We will get your part order sent out as quickly as possible. We're also happy to add the total downtime to your warranty and membership once your machine is back up and running. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19893400
  
  I am rejecting this response because:

  This is their typical go to response.  I will only accept their response once I receive an actual shipping update with an delivery ETA and tracking.  There is no actual useful information on when the parts would be back in stock.  No one seems to know when items are out of stock at the time the case is created.  I was told this case, when initially opened on March 17, was "escalated."  Clearly it wasn't and there is no sense of urgency from iFIT to assist their customers.  Incredibly frustrating.

  

  Business Response

  Date: 04/05/2023

  We apologize for your experience. 

  We will get this resolved as quickly as possible.

  Customer Answer

  Date: 04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not find their response or their resolution satisfactory, however, this will just continue back and forth with me constantly rejecting their response as I know it is what they are trained to say. 
  
  
  

• Initial Complaint

  Date:04/03/2023

  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 have been double billed since June. $16.24 twice a month. I want a refund for $162.40 since I have been double billed since June. I reached out to iFIT and they said it was against their policy to issue a refund if they accidentally double bill a customer. That is illegal. I fear that they are scamming their customers by double billing them on purpose and then say that their policy doesn’t allow refunds for accidentally double billing someone. They pointed me to their policy where there is nothing stating anything about double billing folks and getting to keep their money. I think they are hoping that folks might not read it or something. I think there needs to be an investigation done into this company for intentionally and willfully double billing folks. That is scary.

  

  Business Response

  Date: 04/05/2023

  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. 
  

  After reaching out to our membership managment they have confirmed that you as the member created both accounts, If you would have reached out sooner, we would have been able to assist you with this. We can go ahead and refund 1 more month, each, as a courtesy as well so we are providing 4 refunds total for you. If you want to keep the membership, we can also just add all the time together and provide that to you to the primary account as well.

  You are welcome to reach out to our Member Services at 1-833-680-iFit (4348) with any questions.
  Thank you
  
  

   

  

  Business Response

  Date: 04/18/2023

  Hello, 

  We apologize for the experience you have had, two accounts have been made for you, we are unable to create an account on behalf of the member. The emails address we have are ********************************* *********************************. It may look like you tried to create one and it didn't work so created another one. We apologize for the confusion and hope this help explain what has happened. 

  Thank you 

  

  Business Response

  Date: 04/19/2023

  Hello, 

  We apologize for all you have been through, The only way an account can be made is by the member creating the account or if it was created by us when they purchase a machine directly from us. We have refunded you the amount we are able to. We apologzie for the inconvienance. 

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: 19889622
  
  
  
  I am rejecting this response because:
  
  
  I am now filing a separate complaint for violating my privacy for when you posted my email address in the previous messages. You have violated the bbb policy and my privacy rights. Please refund the fake account created by your associate. I will see how much monetary damages I will ask for, for violating my privacy by publically posting my email address. 
  

  “Please note the text of your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response.“

  
  
  Rebecca Fellman

• Initial Complaint

  Date:04/03/2023

  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 got a charge of a automatic renewal of membership that I am not aware of with a stationary bike. It charged me more than 400 dollars for 2 year membership. i cancelled 3 days later, and waiting for refund. after 4 weeks, I didn't see the refund and i called the customer support, it says 30 days passed, no refund of a *****. A company of robbery.

  

  Business Response

  Date: 04/05/2023

  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. 
  

  Please verify which email your membership is under so that we may look into this further for you. 

  Thank you 

• Initial Complaint

  Date:04/02/2023

  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 a NORDICTRACK FS10i elliptical on June 17, 2022. It worked fine for a few months, and then the incline function (one of the two ways to impact the workout) stopped functioning properly to the point where it became unusable. This occurred despite no unusual use of the machine--one day I just turned it on, and the machine started shaking when I tried to increase the incline. I tried turning it off and on, but still, any time I tried to increase the incline, the whole machine would start shaking and I couldn't stay on. I contacted iFit via email on Jan. 4, 2023 to ask that someone come out to fix the issue, and received an automatic response that my case (case ********) would receive a reply from a representative as soon as possible. I heard nothing. I contacted them again on Jan. 28, 2023; Feb. 9, 2023; and March 15, 2023. I have received no acknowledgement beyond the initial email, and meanwhile I am concerned that my warranty will run out before they respond and they will claim they are no longer responsible. Not being able to use the incline makes the machine almost useless for my purposes. Breaking six months into the (very gentle) use of a $2000 piece of machinery and receiving absolute silence after 3 months of trying to address the issue is very frustrating. Please help me fix this issue!

  

  Business Response

  Date: 04/03/2023

  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'm happy to get this resolved for you. Can you please email me a video of the issue that is happening to ******************************************* and we can continue troubleshooting to get his resolved for you. 

  Thank you 

  Customer Answer

  Date: 04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While a resolution is still pending, steps have been made to correct the issue (a tech is being sent out and replacement parts have been ordered). I am cautiously optimistic that my machine will be fixed in the hopefully not too distant future.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 04/04/2023

  Hi *****, 

  Please let us know if you need any further assistance. Thank you 

  Customer Answer

  Date: 04/06/2023

   
  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. I'm looking forward to receiving the parts and having the elliptical fixed. Thank you!
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:04/01/2023

  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 purchased a Commercial **** treadmill in 2021 for $3394.99. ******** took a very long time but supply chain was crazy back then so we accepted it. However, they did not coordinate installation which I paid for so I had to coordinate it myself. iFit extended my membership by a year for the inconvenience. Then three months after owning the machine, the treadmill platform split in two making the machine inoperable. I had three months of downtime as we waited for parts and all they did was extend the iFit membership again. Two months later we had the motor fail and another two months later something was wrong with the electrical board. Each time, getting to a customer service agent was a miracle. Now, I've contacted iFit three separate times letting them know that my machine shuts off unexpectedly during walking/running. In reaching out three times over the last three months, I have received no responses. My machines is still under warranty but I do not want it anymore. This company is TERRIBLE as is their product.

  

  Business Response

  Date: 04/03/2023

  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.
  
  

  We're happy to get this resolved for you. 

  Please provide more information about the current issue along with a pictures of the issue. 

  Thank you! 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19884392
  
  I am rejecting this response because I have reached out with details of this issue and have not received any responses.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/03/2023

  Hello, 

  Please provide the additional information here for review. 

  Did you purchase an extended warranty for this machine?

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19884392
  
  I am rejecting this response because:

  I purchased a Commercial **** treadmill in 2021 for $3394.99. ******** took a very long time but supply chain was crazy back then so we accepted it. However, they did not coordinate installation which I paid for so I had to coordinate it myself. iFit extended my membership by a year for the inconvenience. Then three months after owning the machine, the treadmill platform split in two making the machine inoperable. I had three months of downtime as we waited for parts and all they did was extend the iFit membership again. Two months later we had the motor fail and another two months later something was wrong with the electrical board. Each time, getting to a customer service agent was a miracle. Now, I've contacted iFit three separate times letting them know that my machine shuts off unexpectedly during walking/running. In reaching out three times over the last three months, I have received no responses. My machines is still under warranty but I do not want it anymore. This company is TERRIBLE as is their product.

  Yes, I did purchase an extended warranty. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/05/2023

  Thank you for the additional information. 

  Please provide a video of the current issue to *************************************** for review. 

  Once the email has been sent, please reply back here on BBB.

  You will not receive a reply via email. 

  Thank you! 

• Initial Complaint

  Date:04/01/2023

  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 bought a proform elliptical and when the console stopped working I followed the troubleshooting instructions with no resolution. I called the help number and waited forever to get a person on the line halfway through the call dropped. I had to call back and wait again to go through the whole process again. Over an hr later my console is "in process" at the warehouse be delivered in 10 days per the phone operator. This was Feb 2nd it is now almost 2 months and the console is still in progress. I sent 2 emails to follow up on the status on Feb 21 and 24. I finally got a reply on March 29th to the Feb 21 inquiry. I had already called mid March asking for an update which they said would be 1 week the warehouse is "behind". That was over 2 weeks ago. I'm tired of waiting for your warehouse to figure out their job and no one able to give me a legitimate estimated time for this part to come in. The resolution I am seeking is for the part to be processed and in the mail within a week.

  

  Business Response

  Date: 04/03/2023

  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.
  
  

  We have submitted an escalation to our warehouse to make sure your part order ships out as quickly as possible. 

  Your order will be shipping out within the next **** business days.

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 04/04/2023

   
  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:03/31/2023

  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 a NordicTrack S22i studio bike Nov 2020. The machine worked fine, until it didn't. Approximately 2 weeks ago, the system would not turn on. I logged into my NordicTrack account to verify the warranty. The labor warranty is expired, but the parts warranty is still good into 2024. I have attempted to contact NordicTrak and iFit via their service request portals as well as additionally through emails to try and figure out how I can get someone out to troubleshoot the machine and determine what is defective and how to go about replacing. Figured that I wouldn't have an issue paying the labor costs since the parts were covered under warranty. After unsuccessfully contacting or receiving a response from anyone, I reached out to a local fitness repair shop. They charged me $150 service call, determined that the console is defective and requires replacement. He called iFit and NordicTrack to get the part ordered and both said the warranty for parts had expired. When he and I both showed them that it clearly says expiration of parts 2024, they simply said, "well, that is a typo, and we won't honor it. We only honor what is listed on your users manual". I've already paid the repair shop for the service call, what I feel is needed is for these companies or company to honor their typo and provide repair and or replacement of the defective equipment at their expense. An error on their part should not be at my expense. I have attached the purchase agreement as well as a screenshot of the warranty. If they require a person to register their unit online for warranty tracking, online should be where they adhere to what the warranty states.

  

  Business Response

  Date: 04/03/2023

  Hi *******, 

  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. 
  

  We have gone ahead and ordered you a one time courtsey console. Your part order is **********. You can track that at the link below:
  ***************************************
  

  If you have any further issues with the machine, please reach out to our Member Services at ************** (****) with any questions.
  Thank you 
  
  

  Customer Answer

  Date: 04/04/2023

  
  
  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:03/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  iFit/Proform, you guys do nothing but give the run around. I filed a service request in December about 10 days before my 2 year warranty was up. Your responses are nothing but BS and stalling. I told you my console is completely non functional and that I tried resetting it, per your manual, 10 times with no luck. Your canned response said to check if everything was installed correctly blah blah blah, but if this and this doesn't work, you can reply to this email. I did, re-stating the problem and that your response did not work. Your email also said "For the quickest support, please visit my.ifit.com. Here you can track orders, find self-help resources, register your equipment, and learn more about iFIT., You can also reply to this email to speak with an iFIT specialist."You lie. I responded and nobody responded back. And, I went to my.iFit.com, which also does nothing but start a new help ticket with the same robot responses and the same non-helpful cycle starts over again. I tried that 3 times. Your website has a chat feature and I tried that a few times too. That's just a useless bot and leads to nowhere. I have a broken console now for over 3 months. No (human) response, no service tech, no parts. And by the way, I also have the extended 4 year service warranty. I told you in my last email, that if you didn't respond I'd file a complaint. So here's what I'm going to do: Complain here, complain to the ** State Attorney General, complain to the **** tell my sister not to buy a proform after all, tell everyone on yelp, ********* instagram, best buy, ******* anywhere else I get the chance, and all of my friends and family, that you **** and never to buy a proform or seal with iFit. And I will now initiate a credit card charge back for the 4 year warranty that you are ignoring. I will buy an console elsewhere and fix the machine myself. You're lucky I don't do a credit card chargeback on the whole machine. I see lots of the same type of complaints against you. Bye.

  

  Business Response

  Date: 04/07/2023

  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, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order is ICS9654680. You can track that at the following link:
  **************************************************************************

  
  They were also able to set up a service order for you with your extended warranty, the tech will reach out once the parts arrive for scheduling. 

  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:03/31/2023

  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.

  We purchased our treadmill in December from Dick's ******** goods. Model is NTL18422.1 and Serial number is *************. I registered our unit and we started using it. After 3 months it stopped working. I called in and used the chat function to try and get support. Finally, after many conversations we are told the console needs to be replaced (we have had it 3 months). So on March 13th it is ordered and I am told 2-3 weeks. Order # is ICS9632963. Is is know March 31st and I called in 3 times and have been told 3 different answers. It is on back order, it is in quality review, is it on back order. So, my frustration is you have the customer do diagnostic work, take pictures and video chat, have the customer go round and round with customer service, and now I'm not sure when I will get my console - that then I need to install - I did pay 2k for this treadmill, why am I installing??? The last time I called in I was told I could put a complaint in until the 3 weeks was up, then I could call back and put in a complaint. I am looking for a full refund or a new treadmill, delivered and installed.

  

  Business Response

  Date: 03/31/2023

  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 reviewed your account and it appears that the console is about to be restocked. 

  Your order will be shipping out within the next **** business days. 

  You can track your order at anytime at iconservice.com using the order number. 

  We have also set up a service order to have a tech come out and install the console for you. 

  They will be contacting you within the next 3-5 business days. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:03/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered elliptical in December Jan 13th it arrived. My husband and I felt it was cheaply made and the skis were rubbing the side. I messaged on the app and asked about a return (according to their website I have 30 days). No one messaged me back so I assumed I was stuck with it. A month later I was emailed saying it was over the time for returns. No I messaged you less then 3 hours after I got it. Then it broke RPMs resistance and incline do not work. Anytime I try to call iota too late or no one answers the phone. I was then emailed saying they agree to take it back on 3/20 but I only had to 3/21 to respondof course I was out of town and did not have email access. I emailed as soon as I got home agreeing to their email 3/25. Now they are saying I had time to respond and now they wont take it back.4 days really cant make that big of a difference. They just want to be difficult. I will not pay for a broken machine that I asked to return the day I got it. How is there not a class action law suit against this company?

  

  Business Response

  Date: 03/31/2023

  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 been informed that your return was processed yesterday. 

  Please let us know if you are in need of further assistance. 

  Have a great day!