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:03/07/2023

  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.

  IFIT Membership via PROform is a SCAM. I cancel my memberrship and they still continue to bill me. I filed a complaint around jan 1 on with the *** and got refunded . Behold on March 3, ifit taken ****** cents out my account again. I will make sure I spread this on social media platform. Need my refund asap.

  

  Business Response

  Date: 03/07/2023

  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: 03/07/2023

  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:03/07/2023

  Type:Billing 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.

  Bought an exercise machine in ****. Apparently it came with IFIT software. Never downloaded and never used but they had my credit card from the purchase. Sold machine sometime after. Two yearly charges of $269.00 and recently three monthly charges of $42. Never a notice or any correspondence of charges. Just picked up on my bank statement and contacted company. Somewhere in the fine print there was auto renewal even though I did not sign up for service. No recourse according to the nice young lady. She did say have a nice day though!***

  

  Business Response

  Date: 03/08/2023

  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. 
  
  

  It appears that we sent legal notices via email on Nov 19th of 2021 and Nov 19th of 2022 for the renewals.

  Our iFit team will gladly refund the 3 monthly charges. However, the yearly charge was from Dec 21st, 2021 and is too far back to refund and there was also a notification sent out that you would be charged. 

  We apologize for the frustrations. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is probably as good as I will get. I don't have a way of going back to review whether I received notices in 2020 and 2021 so unless they are willing to send the emails not much to do. Also they probably went into junk email anyway as I did not use any of the services. I suspect the business IFIT has a way to know if people are not using the services over a two year period and to monitor that against billing. I will take a credit on the three recent charges. When and how will I receive that?
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/05/2023

  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.

  Nordictrack Incline Trainer no longer works due to console software failing. Called Nordictrack and filed warranty claim which Nordictrack stated would be 2 to 3 weeks to get the necessary part in. It has now be going on two months with no progress on getting the part. I've called numerous times to Nordictrack to me only told that will be another 2 to 3 weeks. There has been no progress and no updates at all in regard to my case which leaves me with a $4,000 treadmill that I can't use because the software failed. My order number is ICS9590220.

  

  Business Response

  Date: 03/06/2023

  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 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 all you have been through. Were happy to add the down time to your warranty and IFIT 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 machines warranty for the time that it has been down. Thank you. 
  

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

• Initial Complaint

  Date:03/05/2023

  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.

  On 1/10/23, I purchased a treadmill from NT. It was delivered 2/6/23 (nearly a month after the 2-3 week timeline listed on the website.) We paid for the white glove delivery & assembly. The delivery guys set it up and the computer console did not work right out of the box. I called NT and spent almost 3 hours being transferred/on hold that night. 2/7/23 I attempted to contact NT and after 45 minutes of troubleshooting with an iFit rep, it turned out our computer console would have to be replaced. The first person I spoke to told me it would be 1-2 weeks because the item is out of stock. I asked to speak to someone about compensation. After being on hold for another hour, the next person told me it wasn't available until 2/13/23 and it would be **** business days after that before I would have it. This iFit rep told me there was nothing he could do to compensate me and he couldn't transfer me to a manager or someone that could help. I asked to cancel my order so I got transferred to someone else. When I spoke to the returns ***** they told me the computer console wouldn't be available until 2/20/23 and it would be another **** business days after that. Now I had been given 3 different timelines and didn't trust that this would be resolved. I was discussing the return process with the returns department, when the woman informed me that the delivery and assembly fees would not be returned to me (over $200 with taxes). We spoke to several managers over the course of 4 hours that night and not one manager would refund the delivery and assembly charges. I paid for the delivery and set up of a working machine, I did not get to use this $1600 machine for one minute so I should not have to pay for the delivery and assembly of this machine. I was able to return the machine and thankfully it is out of my house, but NT is essentially stealing $211 from me for not delivering me a working product. I am currently disputing the charge with my credit card company.

  

  Business Response

  Date: 03/06/2023

  Hello-

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

  We have sent this information over to our Billing team for you and have them further review your account. They stated that there was a dispute submitted for the refund, which is currently still in progress. We are unable to release funds until the dispute is resolved. The dispute process will take time to be completed. Unfortunately when a dispute is submitted, you as the buyer need to stay in contact with your bank on where the dispute process is at. We cant do anything with this account until the dispute has settled. 

  If you have any further questions, please call our Billing team at **************.

  
  Please keep in touch with your bank. Thank you 
  
  
  

  
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19544135
  
  I am rejecting this response because the case is still not finalized.  I understand the response, but I will not accept it until the funds have been returned to me whether its through this process or through my credit card.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/10/2023

  Hello, 

  We understand, please be aware that disputes take up to 120 days to resolve. We appreciate the patience. 

  Thank you 

• Initial Complaint

  Date:03/04/2023

  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 NordicTrack Commercial S22i Studio Cycle. The screen has not worked for a while now and I cannot reach the company. I called, filed an online request, emailed three times and have not heard back from them. I have a bike I am making payments on that I cannot use. It is frustrating to pay so much money and have this issue going on that I cant get resolved. This is the information regarding my online request: Thank you for contacting iFIT. Case Number: ********. Maybe you can reach them. I hope. Thank you for any assistance.

  

  Business Response

  Date: 03/06/2023

  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. Please provide additional information about the machine's issues. 

   

  Customer Answer

  Date: 03/06/2023

  The screen has stopped working completely. I read it could have happened when an update occurred. Im not sure, but I have tried to reset using a paper clip as suggested, but the screen will not come on. All I see is black. 

• Initial Complaint

  Date:03/04/2023

  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.

  Date of transaction for original machine: ********* on 11/16/2021 for $2,444.70, Order #: *******, for a working NT FREESTRIDE TRAINER FS10i. I have had problems with them since the purchase.
  
  They have decided that I should pay for a technician to assess and fix the replacement machine even though I have service coverage. The wobbling of this machine prevents a workout as it is so extreme. I have worked with the local technician they cover several times in the past for this machine. Several directors have been alerted to include Mr. Ron S****** and Mr. Tony R******.
  
  Their correspondence and help has not been effective. I would like a full refund now.
  Please see attachments for correspondence and four videos.

  

  Business Response

  Date: 03/06/2023

  Hello, 

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

  After reviewing your account it appears that you have been communicating with our executive escalation team. 

  Please continue to communicate with the escalation team directly. 

  They will make sure you're taken care of. 

  Have a great day! 
  
  

  

  Business Response

  Date: 03/20/2023

  Hello, 

  Please continue to communicate with our escalations team. Thank you! 

  Customer Answer

  Date: 03/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received a refund.

   

  Also, Morse Fitness let know via text as of 3/19/23 I was cancelled from their service cue. 

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

• Initial Complaint

  Date:03/04/2023

  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 a Nordic Track Treadmill in November of 2021. It is a high end treadmill commercial **** and cost around $2400 at time of purchase. It was over It was installed and put together in December of 2021. Everything was great until August of 2022, only 9 months of operation the treadmill started suddenly stopping mid run. I decided it would be best to get the extended warranty at this time since I was already having issues with a new treadmill. That was $400 additional. I called IFit to resolve the issue. I had to sit on hold every time for at least an hour before I spoke with a customer service rep. *** first rep diagnosed it over the phone as the belt. ***y sent the new belt and said that a service provider would be contacting me. I had to call 2 more times to get the service provider to schedule a service. *** service guy finally came out and ordered a different part but did nothing to the treadmill. ***** later he came out again and said it was fixed. It was not. A week later he came out and diagnosed the treadmill as needing a new motor. This was October by this point and the treadmill would not operate at all. I had to call Ifit at least 5 times over the course of a few months before they finally sent a new motor. One time I was on hold for over 3 hours before I got to a customer service rep. *** new motor arrived in January. I finally heard from the repair service two weeks later and they scheduled my repair for 5 weeks out. ***y day that the repair man was supposed to come, it snowed and he said he would not come in the snow. I have attempted to contact the repair service multiple times. No response I called Ifit again and was told they service provider would contact me within ***** hours. That did not happen. It's now March and have this pricey treadmill that hasn't worked for 6 months that I can't get repaired despite it having been under manufacturer's warranty. I feel like they are just trying to wear me down until I give up.

  

  Business Response

  Date: 03/06/2023

  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 reached out to our service team to escalate this further to make sure you're taken care of as quickly as possible. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19538807
  
  I am rejecting this response because: This is an empty promise. I have contacted you multiple times. I still have not heard anything about scheduling my repair. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/08/2023

  Hello, 

  We're sorry to hear that. The tech stated that they offered a date for service-3/22 between 8-12. 

  We have escalated this further to make sure you're contacted right away.

• Initial Complaint

  Date:03/04/2023

  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 new/unused commercial elliptical directly from Nordic Track (online and completed through phone) in January 2023 (~$1500). We also purchased in home professional white glove set up ($200)which included all equipment properly assembled and set up in room of choice. We also purchased an extended warranty for the equipment ($180). After the equipment was put together we immediately noticed a loud constant scraping/squealing sound when we tried to use it. I tried contacting Nordic Track and ifit numerous times by email, online messaging, and phone to no avail. I spent hours and hours on the phone with them being transferred from one department to the next on numerous occasions only to be disconnected. I have requested via email for someone to come out and either fix, replace, or return equipment within their 30 day return policy. I can not get a response or get connected with anyone that can help. Needless to say we are beyond frustrated and are at a loss at this point with what to do. We are out over $2k and stuck with a brand new piece of junk that is not functional. I have submitted videos of the equipment via online messaging on their website to demonstrate the issues and everything. I can not get them respond.

  

  Business Response

  Date: 03/06/2023

  Hello-

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

  I'm happy to get this resolved for you, please verify the model and serial number off your machine as well as send a video of the noise to ******************************************** This will allow us to provide as much infomation we can to the technician. 

  Thank you 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19538470
  
  I am rejecting this response because: There was not a resolution proposed in their response.  I am including a video of the new machine they delivered and assembled that demonstrates the scraping squealing sound. I have sent several videos such as this to them over the last month to demonstrate the issues and still have not been contacted or been able to get in touch with anyone after hours on hold on multiple occasions. The only acceptable proposals would be to send someone to attempt to repair or replace* the machine otherwise we will need someone to pick this unit up for a return and full refund of unit, installation, and extended warranty charges. 

  *preferred resolution

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

  

  Business Response

  Date: 03/08/2023

  Hello, 

  We have gone ahead and submitted a service request for a technician to come out and inspect your machine. Your service request is SO-2736438. Please allow **** business days for the technician to reach out to you for scheduling. 

  Thank you 
  
  

• Initial Complaint

  Date:03/04/2023

  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.

  A forced December 2022 iFIT update corrupt my NordicTrack Commercial **** Treadmill. Model number NTL17219.2. By forced, there was zero notification nor ability to accept or deny the software update. With the treadmill not functioning, I reached out via messenger for assistance. I was informed to do a pinhole reset. The reset returned a message "supported API 3". Upon sending photos of the issue showing the support API 3 error, proof of purchase, and other information, I was told the console would need to be replaced. After waiting months, I received a non-functioning replacement console. Numerous attempts to troubleshoot and replace the console have been worthless. There is zero support to solve the issue. I still have a non functioning +$2000 machine. The last communication, I was told to "try and go to You Tube" to find support. The machine is bricked, by a forced update. I'm seeking support and replacement that truly fixes the treadmill. The solve is a 100% functional treadmill (as it performed perfectly prior to the update). The resolve at no cost to me, since the machine was made useless by iFIT's forced software update.

  

  Business Response

  Date: 03/07/2023

  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 within the next 48 hours to get this resolved. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:03/04/2023

  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 Nordic track **** several years ago as well as the extended warranty. In Oct/Nov 2022 my console went blank. After a technician inspected it, he said that a new console was required. On December 5, 2022 an order was created for by the company for this console per the warranty. I have not received this part or any information on when it will arrive. The customer service is non responsive and has no answers. I would like to get the part or at least an accurate date when it will come. Thank you, *********************** Order #ICS9554378

  

  Business Response

  Date: 03/06/2023

  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 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.