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

  
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  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

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:03/13/2023

  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 3200.00 Nortic track treadmill, subscribed to ifit, just paid yearly membership fee. Ifit did a software update in December or January now my treadmill will not even turn on. New software is known to cause these issues. I have a 3200.00 machine that I cannot use. I have reset everything, still black screen

  

  Business Response

  Date: 03/15/2023

  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:03/13/2023

  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.

  On 1/31/23 I contacted iFit by phone because my 2 year old Nordictrack commercial 1750 treadmill would not turn on. After reaching a rep I explained the issue, they walked me through the trouble shooting process it was determined that the console was defective/bad. Once that was completed I was told to hold so I could be transferred to someone that could help me. I was transferred to tech support (I guess) and taken through the exact same process and again told that I needed a new console. I was then told that it would cost a total of $171.72 for a new console so i agreed. After 2-3 weeks past with no information like a tracking number for the part I called iFit customer service again and asked for follow up information about this console such as a tracking # or delivery date and was told that the order was in progress and I would receive it at the end of the month. Now March 10th I contact them again asking about this console because I still haven't received it or tracking info and only now was I told that my payment was for a technician to come to my house to diagnose my machine. The tech from a 3rd party vendor comes out looks at my treadmill for abt 3 min and says the console is bad and asked me where is the new console. He explains to me that iFit is suppose to send the new console out and then he comes out to install if the customer isn't willing to troubleshoot. After all of this I was so confused by the process and why I had to pay for a technician to diagnose the treadmill if they were going to take me thru the process and still send someone out at a cost as opposed to ordering the part and sending out someone to do the install. Ultimately I had to pay $619 for a new console and pay again for the tech to come out and install the part. I was totally confused by the process and call numerous times to get an understanding. I spoke with management to no avail they offered 10% off of the console. iFit case #*******

  

  Business Response

  Date: 03/14/2023

  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 apologize for the experience you have had. We do see that the console has been ordered. 

  We will get your part order sent out as quickly as possible. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As the customer, after troubleshooting the equipment with the guidance of your technical support TEAM I should have been given the option of purchasing the console OR having a tech (at cost) come out and reassure me that the console was the problem. But I'm sure this business will not agree with that so this response is just a formality to show my displeasure with this company and their product. 
  
  
  
  Sincerely,
  
  ****** ******
  

  

  Business Response

  Date: 03/15/2023

  Hello, 

  Again, we apologize for your experience. 

  We will get this resolved as quickly as possible. 

• Initial Complaint

  Date:03/12/2023

  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 in April 2022 with an extended warranty. The original Manufacturer warranty expires after one year and then the extended warranty kicks in. A few weeks ago I noticed some slipping in the belt and called. I was bounced around a series of hard to understand customer service representatives who mislead me regarding who would cover the repair. I was ultimately told that I would to trouble shoot by removing the motor hood with tools before a tech would come up. I ended up paying for someone to tighten the belt out of my own pocket. Now the motor seems to need repair and I was once again told that I would have to remove the motor hood. Once again I paid out of pocket. One of the customer Service representatives told me that if I switch to another extended warranty program they could take over and address the issue. When I called back two days later, a colleague told that was incorrect on all accounts (manufacturer warranty still in use AND I couldnt wait for the extended warranty to take over since its a pre-existing condition). I was told that the rep who lied to me would call me back and she hasnt responded to any e-mails or tried to touch base to apologize or clarify what she told me. I am thoroughly disgusted with the worst and most punitive customer service Ive ever experienced. Ive owned three Nordic Track treadmills over the course of twenty plus years and do not wish to do business with this company again. I should be, at a minimum, refunded the losses Incurred paying technicians to do work that should be covered.

  

  Business Response

  Date: 03/14/2023

  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. 
  
  After reviewing your account, I can confirm that parts and service have already been set up on your behalf. Your part order number is ICS9630520  You can track that at the following link:
  **************************************************************************
  
  
  They were also able to set up a service order for you. That service order number is SO-*******. Were happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs. 
  
  Once your service appointment has been completed, if you have any further issues with the machine, please reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19586225
  
  I am rejecting this response because:

   

  It doesnt address any of my complaints or the incompetence of the company.  This is a BARE MINIMUM response that doesnt demonstrate an interest in fixing the problem or the process of engaging with customer service.  I would like to speak to an actual representative directly regarding this matter.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/14/2023

  Hello, 

  We have gone ahead and refunded you for the service call, we apologize that it was charged when it shouldn't have been. Your refund confirmation number is FM-120150 please allow **** business days for that to reflect your account. 

   

  Thank you

  Customer Answer

  Date: 03/14/2023

   
  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 would like to state that I paid for TWO visits:  the most recent one through Nordic Track and, a few weeks ago, I paid a technician to tighten the belt.  I shouldnt have to pay for either visit.  

  This is a very good start, but would like to know what disciplinary measures the agent who lied to me will face.  Not only was I mislead, she was told to call me back (she never did) and she didnt reply to my e-mails.  Its the shameful disrespect that bothers me just as much if not more than being mislead.  At a minimum she should submit a written apology.  

  I hope Nordic Track takes heed and remedies their entire customer service process.  There is no reason why any customer should have to take apart their treadmill in order for a technician to come out and service it free of charge.  

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

• Initial Complaint

  Date:03/11/2023

  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.

  So many issues with this machine. Was delivered in 2020 and the monitor went out. They were backordered for most of 2020. Finally got it and needed to install it ourselves. Now the belt stopped moving. Called customer service, they walked me through diagnostics improperly and had me open the front of my machine to access the motor which is in the back of the machine, so now the front of the machine makes a loud metal banging noise when you run. They refuse to take responsibility despite the fact that I would have never touched that part of the machine, so I have to pay for someone to come fix it. They also told me in diagnostics that the controller was the issue, which they've known for a long time that there was a widespread issue with the controllers of these machines and should have replaced them BEFORE the belt stopped moving mid run. Talk about a liability that could have been prevented. Now today my monitor is messing up again and the picture is wavy. My old $1200 treadmill lasted 9 years, I can't even get this $4000 machine to work well for two years. At this point, I'm not even sure I would trust it to be safe if I replaced every part of the machine.

  

  Business Response

  Date: 03/13/2023

  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 a service order has been set up. 

  Are you in need of anything further?

  Please let us know. 

  Have a great day! 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19585512
  
  I am rejecting this response because:

  I do have a service appt that I am having to pay for myself despite the fact that the issue wouldn't have occurred if I wasn't instructed to open the wrong part of my machine. 

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

  

  Business Response

  Date: 03/14/2023

  Hello, 

  We apologize for all you have been through. 

  Please keep us posted on how the visit goes and if any additional help is needed. 

• Initial Complaint

  Date:03/11/2023

  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.

  To whom it may concern:I am seeking assistance with a warranty claim which is being ignored, seemingly to cause the time period to slip outside of the warranty period so it does not need to be fulfilled.I purchased a Proform Treadmill, model PFTL13820, serial number *************, from ****** on Dec 13, 2021. The warranty expires on March 13, 2023. Mid-2022, running on it started making a squeaking noise every step, which got progressively worse to the point where we have effectively stopped using it because it is extremely irritating and drowned out all other noise. A few months ago, I filed a ticket through Proform/iFit's website, which went unanswered. After multiple weeks of waiting, I called their support line during business hours, and the automated message stated that it was outside business hours, then listed the business hours, and I had called 2 hours prior to closing. I called again, transferred to sales, and they said that they do that if the queue gets deep enough to prevent further calls, so they are apparently lying to customers regarding that.I called in the morning later, connected to a person, they couldn't seem to help but asked me to send a video (despite the original filing having a video), I did so, called back, got a DIFFERENT person, who refused to accept any action other than sending me a belt (despite the belt not being a problem). It's been a month now, the belt hasn't arrived, and 9 days ago I got an email from a person regarding the original filing asking if it was resolved. I responded the same day saying it had not, included the newer video, and still have not gotten any response. The warranty expires in 2 days.Please assist me in resolving this issue such that we can have a functional treadmill that doesn't squeak with every step while using it.Thanks,****

  

  Business Response

  Date: 03/13/2023

  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. 

  After revewing your account, this part ordered for you is currently out of stock, however we are expecting a shipment in the next week. If you are worried about this resolving the issue I would be hppy to take a further look for you. Please email a video of the issue to ********************************************************** 

  Thank you 

  
  

• Initial Complaint

  Date:03/11/2023

  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.

  Please see my communication below to which I have not received any response, my Incline Trainer is under following warranty "Labor End Date Jun 25, 2023" and "Parts End Date Jun 24, 2026"I have been trying to reach customer service since *********** for the same issue I was having in the past (bad controller) . My attempts have been completely ignored.12Feb, 22 2023Controller has failed again 13Feb, 24 2023Hello, My machine stopped working ,it looks like controller went bad again, Can someone respond? Thank you, **** Z 14Mar, 02 2023Hello there , I have been requesting assistance for more than week, Can someone respond? My unit belt stopped working,...If you look at the history it`s always been a motor controller and think this time is no different, Please help by fulfilling warranty obligation, Thank you, *************************** 15Mar, 11 2023Hello, After several attempts and no answer I`m making complain to BBB, Thank you,

  

  Business Response

  Date: 03/13/2023

  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 taken care of for you. 

  Please provide a video of the issue to *************************************** and reply back here once your machine is back up and running. 

  Thank you! 

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19585184
  
  I am rejecting this response because:I have sent a video message to ************************************************** and still not received any response.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2023

  Thank you. 

  This has been received and reviewed. 

  Have you tried a pin hole reset?

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19585184
  
  I am rejecting this response because:no one has responded to my repeated requests, only responses I see are on this platform,

  This is a joke asking me about the pin hole reset,
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/22/2023

  Hello, 

  We need to know if a pin hole reset has been done. 

  Once it has been done, we will have an iFit agent reach out to you directly.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19585184
  
  I am rejecting this response because:reset has been tried several times with no success,still waiting on anyone to answer my warranties request 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/24/2023

  Hello, 

  Thank you. A member of our iFit team will be reaching out to you within the next 48 business hours. 

   

  Customer Answer

  Date: 03/27/2023

   
  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:03/11/2023

  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 x221 in January 2023 and received it on January 30th 2023 and paid the extra to have it put together from a 3rd party. I actually had a prior Nordictrack treadmill that crashed from the update that happened to a lot of people but since it was an older model I wanted to upgrade anyways so I did. Today is Saturday, March 11th 2023 not even 6 weeks after my new unit was put together and the screen is frozen again. You can not speak with a person for technical issues on the weekend, only Monday thru Friday. From what Ive seen I am out of $3,000.00 dollars. The fact that this is able to continue without any repercussion or at least refund is outrageous. They should be barred from selling their products.

  

  Business Response

  Date: 03/13/2023

  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. 
  

  After reviewing your account, I can confirm that parts and service have already been set up on your behalf. Your part order number is ICS9630520  You can track that at the following link:
  **************************************************************************
  
  

  They were also able to set up a service order for you. That service order number is SO-*******. Were happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs. 

  
  Once your service appointment has been completed, 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:03/11/2023

  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.

  The Ifit control panel for a commercial treadmill just stopped working. It wa diagnosed as a software issue with their service department, It is now a month since they ordered the replacement console and the order is described as in progress. My running machine is disabled because of a software issue and having spent more than ***** US I now cannot use it with no communication from the company.

  

  Business Response

  Date: 03/13/2023

  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.

• Initial Complaint

  Date:03/11/2023

  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 first started my ifit membership in March 2020 with a 3-year subscription that would have originally terminated in March 2023. During the mentioned 3-year membership I had technical difficulties with ifit and could not do some of my workouts. ifit corrected these issues and gave me a 6-month extension to my membership. This extension showed on my ifit account. This would have extended the original 3-year membership to an expiration date of October 2023. Last week, I tried to do a workout, and ifit would not let me because my membership had expired. I have called ifit many times before but now they do not have a phone number listed for customer service. You can only send ********************** messages now. So, I sent ifit multiple messages asking them to call me to give me a refund for the 6-month extension that was not honored. I have not heard back from ifit either by phone or email. I do not want ifit to give me another extension since they do not honor it. I want ifit to give me a refund worth six months of membership to make sure I get the extension.

  

  Business Response

  Date: 03/13/2023

  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. 
  
  

  After speaking with our iFit team they have informed us that they have refunded the charge and have extended your membership to end on October 28th of 2023.

  Please let us know if you have any questions. 

  Have a great day! 
  
  

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my treadmill July 2020 with the 3 year warranty. The screen is completely blank and has been blank since February, I have called multiple times and am placed on hold for over an hour until I have to hang up. I have yet to speak to anyone from the service department. It seems like this software update from ifit literally killed the machine and no one is helping or answering the phone when called.

  

  Business Response

  Date: 03/13/2023

  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.
  
  A member of our iFit team will be reaching out to you to get this issue taken care of. 

  Please let us now if you have any questions. Have a great day!