Complaints

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

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  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:03/27/2023

  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 bought eliptical from nordictrack in December. I don't remember signing up for membership at the time, I told them I set up the machine and put my email there sine it did ask for it. I just realized that they have been charged $42.36 for 3 times as membership that I never used or aware of. They never notified me through email or text or any other way. I requested full refund and was told only one payment will be refunded due to their company policy. They said they don't even send out monthly charge bill notifications to customers and just keep changing. I want my whole money back. Order #NT11366583. Thank you. Please help out.

  

  Business Response

  Date: 03/28/2023

  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 reviewing your account, our membership team has confirmed that with the terms of use agreement, it outlines the membership is auto-created and can cancel at any point before it renews after the free trial. Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS.
  If you wish to read more about the terms and conditions, please go to ***************************************************
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  

   

  
  

• Initial Complaint

  Date:03/27/2023

  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 NordicTrak T 6.5 treadmill that was bought in June 2021 and has a parts warranty for two years. In February the deck on the treadmill broke, I have tried to contact the company iFit via email and through the chat service on their website at least ten times and they have not responded or ever allowed me to interact with a customer service representative. The warranty information on my documentation refers me to a website that is no longer active.

  

  Business Response

  Date: 03/27/2023

  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. We were not able to find an account with the information given.

  Please provide the following information to complete your registration-

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

  along with additional information about the machines issue.

• Initial Complaint

  Date:03/26/2023

  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.

  Nordic track freestrider ifit stops working constantly since December. Frequent attempts at customer service without resolution. Then told machine was legacy and not supported come ****** Still have ifit membership paid through 2023 and machine essentiallu unusable. Attempts at workouts results in either completely black screen or constantly rebooting ifit.

  

  Business Response

  Date: 03/27/2023

  Hello-

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

  
  We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 

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

  
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19855204
  
  I am rejecting this response because: although a rep reached out to make an appt for touch base they did not call me back on the dates and times I gave. Nor replied to my email with the dates and times. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/31/2023

  Hi *****, 

  Our ifit team has let us know that they have responded to your email to set up a time. 

  Thank you

• Initial Complaint

  Date:03/25/2023

  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 made the mistake of accepting the resolution of complaint #******** before iFit actually took any action. Apparently they need the BBB to be hounding them instead of customers.As requested by iFit, I provided iFit with the photos of the problem 2/28/2023, and they promised to send a new console since the update they sent ruined the screen and now I cannot connect to the workouts with my machine. I have not received word of any action on their part. Please reference complaint #******** for details.My machine has been out of commission for nearly three months now. Id like a billing adjustment for those three months and however longer it will take to send the new console.

  

  Business Response

  Date: 03/27/2023

  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 a member of our iFit team will be reaching out to you within the next 48 hours to resolve this issue. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:03/24/2023

  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 the NordicTrack T9.5S in 2019. The machine is still under warranty and after a recent update the machine stopped working. Online research revealed this is common problem with the last update, which renders the machine useless. We contacted NordiTrack in order to resolve this issue, only to be put on hold and transfered back and forth between departments. They state that they are aware of the issue but in order to fix the issue caused by their update , we would have to pay for a technician to come out and exam the machine. Additionally they advised we have to then order and pay for the replacement parts and have them installed by a tech for more money. The transferring and being placed on hold continued. The total call time was over 4 hours. There strategy seems to be put the consumer on hold and play the transfer game to avoid the problem rather than try to resolve the problem that was caused by their update. We have attempted several calls and asked to speak to supervisors only to have the line drop every time. Seems like they care more about making money from techs and parts rather than fix or even address the issues. We were offered an extended warranty but they still insist we would have to pay for the tech visit and parts. What good is a warranty if you can't use it. This lack of customer service and the childish games this companies plays are by far the worst customer service I have received in my lifetime. A company that doesn't back their product is definitely not a company worth buying from again. I am a content creator and will definitely be posting about my experiences with NordicTrack. I recorded the calls as proof of their customer service or lack there of. I attempted to resolve this issue but they are more concerned with ignoring the consumer and making a buck rather than fixing the problem.

  

  Business Response

  Date: 03/27/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced. 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:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nordictrack commercial treadmill which is still under warranty. At the time of breakdown, it was only 2.5 years old and used only during winter months (meaning it was not over used). In the first week of December, it was powered on and only a white screen appeared. After 2 weeks of trying to reach customer service, I called the retailer and he directed me to a service tec. Tech arrived on December 21st. The tech said it needed a new console due to a glitch in a recent FORCED software update which rendered the machine completely inoperable. He ordered the console but after 3 weeks...no news. Finally reached Ifit/icon directly and was told the order is on backorder. No idea of when the part will arrive. We are now going on 4 months and still waiting for the part. Every time I reach out, they simply say...they don't know. I am baffled as to how a company can have such poor relations with their supplier that they "just don't know" when the part is coming in? Impossible they don't know. We now have a massive treadmill that is pretty much brand new that we can't do anything with. This machine is an integral part of our workout routines and we don't even know if we should send it to the dump or keep waiting...1 week? 6 months?? Never?? The cost to replace it with a similar machine by Nordictrack is now ****. We should be given a temporary usable machine or a full replacement of the current one we have. Also, we paid in full for the 1 year ifit membership but haven't been able to use it since December. I have sent multiple messages about receiving a credit for the 4 months of non use and they choose to ignore it. We are beside ourselves with frustration. The unethical and irresponsible way this has been dealt with is shocking. Minor compared to the cost of the treadmill but I feel the full account is necessary. We are shocked not only by he fact that they forced an update which clearly had no quality testing but more so how this has been handled.

  

  Business Response

  Date: 03/27/2023

  Hello, 

  We apologize, we are located in the **. 

  You will need to contact our ****** ****** Services directly at-**************
  for further assistance. 

  Have a great day! 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19849013
  
  I am rejecting this response because: the head office for Nordictrack, iFit, proform..etc...is located in ****. There is no identifiable address for this compay in ******. The *** for this company is also based in the **. The organization has operations in ****** but is not...as far as I can understand located in ******. Please provide the mailing address of ***************** if it is in fact...operated as a separate entity. The name of the *** or head of operations is required as well. Our exhaustive online research has been ineffective.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/28/2023

  Hello, 

  We have a ****** Services located in ****** that are able to provide parts and service for those members who reside in ******. 

  They can be reached at-**************. 

  Please contact this number for further assistance. 

  Have a great day!

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Nordictrack treadmill became bricked due to a software update on 1//18/23. I immediately called Nordictrack and a technician diagnosed my problem and on 1/19/23 an order for a new console was placed for me. (Order # **********). At the time the tech said I would receive a new console within 2-3 weeks. By the end of February, I still had not heard anything, and so I called ICON and was told that new consoles were arriving March 6th, and they would be sent out. I did not receive a console. Today is 3/24/23. I have made several calls to ICON (2/27, 3/2, 3/6, 3/7, and 3/23), the most recent being yesterday, and spending 40 minutes with two different representatives. I was told hat the next shipment of consoles would arrive at their facility on April 28th. As a ONE TIME curtesy they would extend the warranty on my treadmill and extend my iFIT membership when I received my console (by how much - I have no idea). I asked to speak with a manager - but was never transferred, just put on hold until I became so frustrated that I hung up. I would like to know the real date of delivery for my console. Is there any other work around to make my treadmill function?

  

  Business Response

  Date: 03/27/2023

  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 do not have an ETA for the console restock.
  

  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.

  Customer Answer

  Date: 03/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Someone within the company must have an idea as to when additional consoles will be available.  I suspect it is an extended amount of time.  There needs to be some sort of mitigation plan plan to alleviate the frustration and inconvenience.  How about a significant percentage off of a new treadmill? A gift card to join a local gym? Nothing is offered, except that you don't know when new consoles will be available.  So your saying it could be never? 
  
  Sincerely,
  
  ******** *******
  

  

  Business Response

  Date: 03/29/2023

  Hello, 

  Right now we are looking at about 4-6 weeks for the restock to arrive.

• Initial Complaint

  Date:03/24/2023

  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.

  In December of 2022, my NordicTrack **** Treadmill stopped working. I tried calling Nordictrack and iFit with 3+ hour wait times. FInally I found the corportate number to iFit and called them. They placed the order for rush delivery of a new console and I was told I would receive it in 2 weeks. At the end of January there was still no update. I emailed and called with no updates. In February I finally was able to get ahold of someone and they told me my new console would be sent to me by end of Feb. Nothing. I called March 5th and they told me that they are all on back order and then I would not receive it until April but more than likely end of May. Super unprofessional and horrible company. I now have a $2000 ********* sitting in my home collecting dust that does not work.

  

  Business Response

  Date: 03/24/2023

  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.
  
  

  Yes, these consoles are on back order with a current ETA of 4-6 weeks. 
  

  We apologize for the delay and appreciate your patience as we work to get this resolved as quickly as possible. 

• Initial Complaint

  Date:03/24/2023

  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 NordicTrack Commercial X11i Treadmill May 26, 2020, which included an IFit Family plan. The treadmill stopped working in November 2022. I called customer service numerous times and they acknowledged that we were still covered under service plan. In January 2023, we determined through test via phone that we had a bad console. They said they would send a replacement to us. Here it is almost April 2023 and we are still waiting on replacement console. They said that they were out of stock and waiting on container. Back in Feb, they said it would be another 2 to 3 weeks. At this point, we feel like we have been taken advantage of by paying for an annual plan and getting no benefit. We are also disappointed that the treadmill only lasted a little over two years and more disappointed that we cannot get anyone to come out and fix it. We would like for someone to come out and fix the treadmill or replace it. The latest Order # is PO-******* and Case #********. The customer service # is ************. The model # on treadmill is NTL22019. Thanks, *****************

  

  Business Response

  Date: 03/24/2023

  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 wide spread, we currently have a 4-6 week ETA for the console restock.We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

  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.

  
  We apologize for the delay and appreciate your patience. Please let us know if you have any questions.
  

  
  

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill directly from iFit/NordicTrack on 7/20/2020 with the 4-year extended warranty. The machine was delivered 8/14/2020. On 1/15/2023 the machine completely stopped working. No power. Does not work at all. I have tried to resolve this issue through UTS (the company that handles their extended warranty), but the part that is needed is extremely backordered and I have not been given any reasonable expectation of time when this can be repaired. Per the extended warranty policy it states, “the unit will be replaced with comprable unit if the current unit is unable to be repaired.” I would deem this machine unrepairable as the parts are not available. This has recently become a health concern as I have had shoulder surgery and I am unable to do any other physical exercise other than walk on a treadmill. Furthermore, my wife is pregnant with gestational diabetes and uses the treadmill to keep her blood glucose levels low. I have tried to reasonably work with UTS and iFit but neither company is taking responsibility for this breach. Please help.

  

  Business Response

  Date: 04/03/2023

  Thank you for reaching out to UTS and providing detail regarding your service claim, we have reviewed your file and have indicated that your product has not met the threshold for exchange.  We allow the manufacturer 90 days to provide the replacement parts needed, if the parts have not shipped within 90 days from the date ordered 2/15/2023 then UTS will provide additional options to the member.  The reported issue is a recently known issue, if you still have a complaint regarding the stock of products please reach out to the manufacturer to discuss with their customer service teams.  The UTS extended agreement is first and foremost a service agreement and we work with manufacturers to purchase new parts rather than refurbished parts.  If you are not interested in waiting for the new part to arrive we may certainly explore replacement using a previously defective but refurbished console although we do not guarantee the replacement of refurbished parts which may need replacement sooner than a brand new console.  Thank you for contacting UTS, please let us know if you have any additional questions.  Thank you.

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the facts keep changing. Now it’s 7-10 business days once the order gets approved. This is just another delay tactic in resolving the issue. 
  
  
  
  Sincerely,
  
  ******** ****
  

  

  Business Response

  Date: 04/18/2023

  Hello, 

  We are doing all that we can to get this shipped out as quickly as possible. 

  We appreciate your patience.