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:03/30/2023

  Type:Customer Service 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 an Elliptical that is still in Warranty. I have struggled to get resolution. On My first call to customer service I was asked to take my machine apart to take pictures of the parts which is not something a consumer should be asked to do. I had already had the unit looked at by a Nordic Trac authorized service agent at my expense so I knew the parts and part numbers needed. When I asked for an escalation to a supervisor I was refused. After hours on the phone they agreed to send the parts, and call them back once received to schedule a tech to service. When I called to schedule that service I was met with so many hoops to jump through in an attempt to stall and not honor the warranty - I verified my info etc multiple times and that was not enough, again asked for a supervisor and was denied. After over an hour on that call they did schedule a tech and I was told to call them back if I did not hear from a local tech in 2 days. No call after 3 days so I called Nordic Track customer service again and verified all my informations that was asked for multiple times and was told I need to wait 3-5 days, which is not what was I was told on the call where i scheduled the service. I asked for a supervisor again and again and was told no, the reason was that I did not verify everything. I insisted and she called her supervisor and he said he would not take my call - my call did not qualify to speak to a supervisor. **************** rep was **** on this call and after much pushing she said her supervisor that would not spreakto me was ******* (male). After 4 calls and about 5 hours on the phone with customer service I still have no resolution and have put in more time than is necessary for any warranty. I believe Nordic track is using their customer service reps to stall and not have to honor the warranty.

  

  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.
  
  

  After reviewing your account it appears that the service order was just set up a few days ago. 

  The tech is allowed 3-5 business days to contact our members to schedule their delivery. 

  However, we have escalated this to make sure you're contacted ASAP to schedule your service date. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:03/30/2023

  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 Nordic Track Elite **** Treadmill. When it was delivered and installed, it was damaged because of the carelessness of the crew provided by IFit. The Treadmill was corked and would wobble with every step. One leg was on the floor the other in the air. The belt was so loose that it caused me to fall several times. The belt adjustment s**** was already stripped. I called and asked to get it fixed. Ifit send out 2 side panels for some reason. Then they send out a tech who was good. He fixed the issue with the legs as much as he could. He stated " who ever put this together really messed things up". After he left I tried out the treadmill and it was fine. Not great, the belt was still slipping but I said I would deal with it and still used it, since i couldnt do anything else about it. A couple weeks went by and during a run the whole treadmill shut down, the belt locked and I ran into the treadmill, flipped over and hit the wall in front. I was hurt but not enough to go to the hospital. Thinking this was a one time glitch i tried a few more times. It ran ok once and did the shut down and lock again. When I called IFit and told them the issue they didnt care. They just wanted me to keep paying them for a product that does not work. I have asked for a refund and to give the treadmill back but they said that it is past the 30 days. I have stopped paying for the account and Ifit has sent me to Collections for $1,800. On top of that IFit has been charging me $43.00 a month for a Ifit subscription i did not sign up for. Overall this is the worth company i have ever had to deal with. Seems like a big Scam to me.

  

  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're happy to get this issue resolved. 

  Please provide additional information about the current issue.

  For more information about your financing, please contact your financing company directly for assistance.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19876590
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  Hello. I have called several times this week and no one has helped me. I get passed around from one operator to the other. I was on hold for over 2 hours one of the days. After being on hold for hours a message comes on saying we are currently closed please call back. It is obvious what the company is doing. Giving me the run around so the 7 days passes from my complaint. I just want to get rid of this headache of a treadmill that is taking up room in my house. Come take your malfunctioning treadmill. 

  

  Business Response

  Date: 04/10/2023

  Hello, 

  We are not able to provide a return as you're well outside of the 30 day return window. 

  Please provide additional information regarding the issue to get it resolved. 

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service 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 an iFIT annual subscription since 2020. The subscription states that if you reach certain milestones you will receive a reward and the end of that year.I have yet to receive any milestone rewards and after 2022 I decided to pursue my hard earned reward.I have reached out to iFIT on several occasions via telephone and email. The customer service representatives are rude, unprofessional and I have been hung up on on more than one occasion. The emails I have sent take six weeks for a response and instruct me to contact the customer representatives on the phone. The last email I received stated that I would not be receiving anything from iFIT. A ten dollar t-shirt might not seem important to some, but I am disabled Military Veteran that works very hard to achieve these milestones. All I want is what I have earned and to be treated with respect.

  

  Business Response

  Date: 03/31/2023

  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're very sorry that you did not get the chance to order your 2022 reward. We do apologize as the deadline to get those ordered was 2/24/2023. We do understand that you worked very hard to reach this milstone and we want you to know that your efforts are apprieciated. We do hope to see your journey continue with IFIT.

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

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19876365
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  I made numerous inquiries on how to receive my reward and iFIT support was no help at all.

  I received that same response to an email I sent on 17 February 2023.

  I would request that iFIT contact me personally.

  

  Business Response

  Date: 04/03/2023

  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.

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

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Nordictrack **** Commercial treadmill, model number NTL17219.1. In February 2023 iFit pushed an update to my treadmill and since then it will not respond, it has power but screen is blank. This treadmill cost over $2000 and worked fine until they sent their update. After researching this problem I have found many others in the same situation. I called nordictrack support and they want me to pay for a technician to fix what they broke. This is an unfair business practice and costing many of issues a lot of money both in fixing it ourselves or having to replace what is now a worthless treadmill.

  

  Business Response

  Date: 03/31/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with your iFIT. 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     
  

  
  

• Initial Complaint

  Date:03/29/2023

  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 treadmill in March 2020, and in January 2023 the screen suddenly locked on a flashing white iFit symbol and the treadmill would no longer function. I contacted iFit about the problem and learned that the initial warranty had expired, and I would need to pay $172 for a technician to come to the house and diagnose the problem, even though the free phone representative and I had already diagnosed that the control panel was the issue after troubleshooting and trying several fixes that failed. (I spent two hours on hold before I was able to reach the customer service representative in the first place, and that is not an exaggeration.) iFit refused to send me a new control panel without paying someone to come to evaluate the treadmill in person, and that technician came a week later and confirmed that the control panel was beyond repair. He instructed me to contact iFit again to order the part because he couldn't do it. I spent another two hours on hold and finally got through and ordered the part, only to learn that it was back-ordered and there was no timeline for it to be shipped. That was mid-January, and it's now the end of March. After two and a half months with no communication and no further updates from iFit, it seems fair to ask for a final resolution. The company makes it very difficult to get through on the phone (two hours) and via web chat (that's usually an hour wait) and it seems that the company cannot keep up with the demand for its parts because so many are faulty and there are so many treadmills in need of repair. I've attached the order number that includes the part that I'm waiting on. I would like iFit to finish the job in short order, or issue a full refund for the original cost of the $2299 treadmill that I purchased at Best Buy on March 26, 2020.

  

  Business Response

  Date: 03/30/2023

  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.
  

  With this issue being a wide spread, we currently have an ETA of 4-6 weeks.  

  We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.
  

  We apologize for the delay and appreciate your patience.
  

  Please let us know if you have any questions.

  

  Business Response

  Date: 04/03/2023

  Hello, 

  We apologize, there are not exceptions to the return policy. Especially with this machine that was purchased over three years ago. 

  We will get this issue resolved as quickly as possible. 

  Customer Answer

  Date: 04/09/2023

   
  
  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. The process of receiving a replacement part took three months, but the situation is finally resolved. I hope the others who are having the same issue also find resolution soon. 

  
  
  Sincerely,
  
  *** ******
  
  

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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.

  The below was sent to iFit/NordicTrack Hi *****,I am including my wife in the email. I had the pleasure of live chatting with **************** this morning via the ************************************************ website.The crux of this email is the company you are outsourcing your service to for ******** customers is providing terrible, non-existent service and giving your brand a bad reputation. As a customer experience professional, I take this lack of support personally, especially when it is impacting our ability to enjoy the treadmill for which we paid $5,000.Here are some reviews: ************************************************************************************************************************************************* unit is registered and under warranty.Purchased via the NordicTrack website on July 27, 2022 on Order # NT11003191 Model #: NTL29222.2 Serial Number: ************* Name on file: *********************************. She is an iFit member. The treadmill up incline does not work. It is meant to go up to 40 degrees and has not worked for one month. However, the negative incline up to 5 degrees DOES work.We have tried everything including multiple calibration attempts, checking and refitting the wires, resetting the software and many calls to the support and software teams. We feel the issue is mechanical and the U.S. support team said we need to contact ************** for help with scheduling a technician as we live in ******. The company providing support to ******** Nordictrack customers is ICON of ******* **** found here: ************************************************ from the technical repairs required for the treadmill, I take personal offense to the brutal service provided by ICON and I strongly urge someone from NordicTrack's corporate office to get involved ASAP and fix this. Here are the issues that I see:They don't answer the phone. I've tried 3x over 2 days using the French and English support options and was on hold in limbo for 2 hours minimum.You cannot leave a voicemail You have no idea what caller # you are in queue There is no live chat option on the website There is no chat bot that might be able to help with basic questions. No form of self-service on the site leveraging commonly-used AI tools which are so popular today.There are no updates of any kind and no announcements while on hold...only music on loop The website looks like it was designed with MS **** seems like an afterthought and does not represent your brand well If it were up to me, I would serve them notice of pulling your business from them unless they can demonstratively improve their service in 30 days or you should find another partner to outsource your ******** service to. If you need to escalate to someone please do so. If I need to get on social media to spur a response, I will, but I will do so in a professional manner with the overarching theme being that of improving the customer experience. I don't care about only fixing my treadmill. I also want to ensure other ********* get the support they deserve for your product.We need a technician scheduled to come onsite ASAP so that we can have this repaired.My wife, myself and my daughter use this treadmill daily. We'd love to have the incline working again and enjoy our investment. My daughter has mental health issues and the treadmill is one of the very few things that actually gets her out of her room and makes her happy. She has not had any form of physical activity or exercise for years and finally, this treadmill has motivated her.Everyone is asking me when I'll be able to get this treadmill fixed. I have no idea. I need your help please.With gratitude,

  

  Business Response

  Date: 03/29/2023

  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. 
  

  I'm happy to assist you in getting this resolved for you. If you would't mind answering a couple of troubleshooting questions for me so I may determine this issue with your machine and get parts and service ordered for you a quickly as possible. 

  Questions: 

  1. Does your calibration say failed or complete? 

  2. Can you hear the incline motor kick on when you calibrate it? 

  3. Please check the wiring harness attached to your incline motor to ensure that no wires are damged. 

  We look forward in hearing from you regarding these questions. 

  Thank you 

  Customer Answer

  Date: 03/30/2023

  Complaint: 19867820
  
  I am rejecting this response because this type of troubleshooting is not going to yield any results.  These are all very basic questions but I will answer them regardless.

  1) I have done the calibration procedure at least 20 times.  It always says "complete" even though the front / up incline is never calibrated.

  2) When the calibration begins, I do hear the motor but the only calibration that happens is the negative 5 degree incline at the back of the treadmill.  The 40 degree incline at the front of the treadmill never works.

  
  I have already spent hours on the phone with the U.S. support team (the software team and the hardware team).  We cannot resolve anything further over the phone.  The NordicTrack U.S. support team suggested that we need to schedule a technician to come visit us onsite.  Remote troubleshooting via email or phone is not going to resolve this issue.  The is a mechanical problem with the treadmill.
  

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

  

  Business Response

  Date: 03/31/2023

  Hi *********, 

  We have gone ahead and ordered you a new incline motor. Your order number is ICS9649536 You can track that at the link below:
  **************************************************************************
  

  We have also reached out to our ****** member services to schedule a tech for you. The tech will reach out once the parts arrive to you for scheduling. 

  Please let us know if you have any additonal questions. 

  Thank hyou 

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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 Nordic track in December 2021. In March 2022 the machine stopped working. I have contacted the warranty and non warranty departments with several paid technicians coming out. I am over $600 paid in having ifit technicians out - they have replaced multiple parts and they still have all deemed the machine unable to be repaired. This is not right to have spent so much money for this machine to stop working within months of purchase.

  

  Business Response

  Date: 03/29/2023

  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. 

  Please provide additional information about the current issue.

• Initial Complaint

  Date:03/28/2023

  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 purchased a NordicTrack/iFit 2450 treadmill in late 2019. It worked very well until December 19, 2022, when it stopped working altogether.
  
  After hours on hold, non returned emails, and attempts at contacting via social media, I was finally informed it was a hardware issue and a new console would be shipped. I received the console in February. No instructions were included for how to install it, and nothing online, either. Even though we purchased an extended warranty, I contacted a local business to install it, for $150 out of my own pocket. After attempting to fix for three hours, it was determined the replacement console was faulty.
  
  I contacted iFit again, and am still waiting on a second replacement console that was estimated to arrive by 3/24.
  
  I'm reading online that this appears to be a widespread issue caused by a software update, so perhaps not a hardware issue at all.
  
  Next stop will be a complaint with the FTC and the MN AG Office.
  
  I just want a working treadmill.
  ***** *********
   

  

  Business Response

  Date: 03/29/2023

  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.
  

  With this issue being a wide spread, we currently have an ETA of 4-6 weeks.

  We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.
  

  We apologize for the delay and appreciate your patience.
  

  Please let us know if you have any questions.

• Initial Complaint

  Date:03/28/2023

  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 Classic Pro from Amazon on 9/29/22 for 729.23$. It arrived ab out 10 days later. when the box arrived I nI opened it, I noticed it was damged, I pulled out the machine to finf a small pully was missing, it had been tampered with the pully cord was wrapped around the big pully a couple of times and tangled ireceiven side the big pulley. There were broken pieces of of ply wood. I called Amazon. They give me a few options-return the machine and get a replacement or a refund or keep the machine and receive a 30% refund. I told Amazon I get back with them but first I would speak with Ifit to see which would be quicker. The to receive the missing parts from Ifit or send it back the machine back. They said I would receive the parts within 10 working days, the parts came 4 weeks later (incomplete). The pin was missing. It took another week for the pins to arrive. When put the machine back in order. It was December. When I tried to use the machine, it was not working properly. I reported it to Ifit. They said they would replace the main pully. T pulley has been coming in pieces and once all of the parts came, they would send a technician to put the machine back to working order. I have talk with the technician twice.He said he would come when all the parts had arrived. Its almost April and the final part has not arrived yet. It's been 6 months since I purchased the machine and i have yet been able to use it.

  

  Business Response

  Date: 03/29/2023

  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 your last part shipped out yesterday. 

  Tracking link-******************************************************************************************************

  Please let us know if you have any questions. 

  Have a great day!

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19865008
  
  I am rejecting this response because:then we'll have to wait on the technician to call and set a date to come and repair my machine
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/05/2023

  No problem. 

  Let us know how the service visit goes. 

  Have a great day !

• Initial Complaint

  Date:03/28/2023

  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.

  We canceled our membership on Nov 22, 2022 at 1pm by phone. Our membership was due to expire on 12/31/2022. We scheduled the cancelation because we did not want to continue the program for the rower due to it being unnecessary after the free trial. The call center representitive confirmed full and total cancelation of the service.
  
  This memebership has been continuing to charge us on January 30 2023 February 28 2023 and March 28, 2023.
  
  We called the company today upon noticiing the fraudulent and unauthorized charges. After speaking to a representative and a floor supervisor, they declined to refund the unauthorized charges, stating that canceling the account does not stop automatic payments. This appears to be a known scam of telling customers that an account will be canceled, then continuing to charge the customer for unused services hoping they won't notice.
  
  This is unethical business practices and a fradulent way to steal fees from consumers who are no longer using the products.

  

  Business Response

  Date: 03/29/2023

  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. 
  

  We have reached out to our membership managment regarding your request. They have confirmed that we do not see any kind of contact from you in regards to cancelling the membership. We have two phone #'s on file and checked both of them but nothing came up in regards to reaching out in November-December about cancelling the account. We have also checked there emails as well and show no documentation of cancelling the membership. It was active from June of 2022 when we offered downtime and then renewed on in Jan of 2023 because it was never cancelled, Because we do not have documentation of this, we could only refund the recent charge in March.

  You are welcome to reach out to our Member Services at ************** (****) with any questions.

  
  Thank you