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:03/03/2023

  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.

  To whom it may concern, I requested to have my personal information removed from their database. I was told that I would need to provide a utility bill to prove I am a resident. This makes no sense! If they check their database, they will see my package and billing information was based in CA. I don't feel comfortable providing additional information when I am exercising my right as a CA resident. Due to this particular legislation, I can request t have my information removed without documentation. I want my information removed.

  

  Business Response

  Date: 03/06/2023

  Hello- 
  

  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter. 
  

  We have confirmed that your infomation has been deleted from our database. We apologize for all the inconvienance. 

  Thank you

  Customer Answer

  Date: 03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I would like a copy of the deletion 
  Sincerely,
  
  May W

• Initial Complaint

  Date:03/03/2023

  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 Black Friday 2019 I purchased a ProForm 600i, which was delivered in early 2020. It worked well without issue until iFIT pushed an update for the console, which controls the whole machine, in December 2022. This update fried the console so the machine is no longer is operable. While I recognize it is out of warranty, barely, the companys update is what resulted in the ruin of this machine and they should be responsible for its repair or replacement. This issue has apparently been experienced my many, many other ProForm owners and is well documented on myriad blogs, social media, reviews, etc. Unfortunately, I have not heard back from any inquiry I have submitted to this company and cannot continue to spend multiple hours on hold in the hope of speaking to someone. My expectation is that this company pay for the repair, including parts, or replacement of this machine/console/ electric components so that it is fully operable.

  

  Business Response

  Date: 03/07/2023

  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:03/03/2023

  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.

  We purchased a Proform bike July 13, 2021 in the amount of ******* We paid for a 4 year warranty ****** The console has been broken since December of 2022. I have been calling since January trying to get it fixed. They state the console is on back order and don't have a time frame when it will be shipped to us. They have offered a tech to come out which is also 6 weeks out for someone to come and look at it. I have called many times to try and get an answer I am put on hold for hours. They say that they are going to call back and it never happens. We are paying for a machine that we purchased a warranty for and we can not use it. Thank you ***********************

  

  Business Response

  Date: 03/03/2023

  Hello,

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

  After reviewing your account it appears that the part is due to ship out within the next 1-2 weeks. 

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

  We will get this sent out as quickly as possible. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 03/05/2023

   
  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,
  
  ***********************

   

        I will accept this as a last ditch effort. It's been super frustrating waiting and waiting even thought they are offering the same machine on promo on their website right now. If it's a promo and your selling and delivering units to other customers than that proves that the part is available and shouldn't take weeks to ship. If I do not get an update on the part in 2 weeks( 14 ) business days I will contact the BBB back and most likely stop paying for the unit. !!!

• Initial Complaint

  Date:03/03/2023

  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 Proform **** treadmill from iFit on February 18, 2021. The week of December 25, 2022 the console stopped working, which means the treadmill doesn't operate. I reached out to iFit and because the treadmill was still under warranty for parts, and they said they would be shipping a new console in 2-3 weeks. I attempted to call, submit requests for phone calls, use the instant chat feature on the website.... My phone calls were dropped, my chats were dropped, and I never received any phone call from iFit from my requests. I was just told that my console part will not be shipped until April 14th. I'm so frustrated and unhappy with not only the treadmill itself (should a treadmill break after a year and a half?!), but also the customer service and the attention to the issue that is the responsibility of the company and their product. There was not a decent attempt to make it right, and after pay $1,500 for a treadmill, I expect it to last longer than 2 years.

  

  Business Response

  Date: 03/03/2023

  Hello, 

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

  
  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.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19532499
  
  I am rejecting this response because: this does not solve the problem.  The problem is that a 1.5 year old console broke after I paid $1,500 for a machine.  The problem is I was told a console would be shipped to me within 2-3 weeks.  Now that has turned into 4 months.  *** machines are going out the door with consoles, so I know they exist.  Those of us who have been customers and now have broken machines should be the priority.   
  
  Sincerely,
  
  *****************************

  

  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 have an ETA for the console restock 4-6 weeks, we are unable to send them before as we do not have them in stock for replacment.

  
  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:03/03/2023

  Type:Sales and Advertising 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 23 December 2022, I was charged an iFit membership of $479.00. As per the refund policy and on 5 January 2023, I cancelled my membership and subscription following their instructions and within 30 days in order to receive a full refund. I received an automated confirmation email that they had received my request (case number ********) and despite several follow **** have received no contact and no refund. I am seeking a full refund immediately.

  

  Business Response

  Date: 03/07/2023

  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. 

  In looking into your iFIT account this morning, it looks like the you were in contact with our team on 3/4 about this issue and were able to resolve it with them. The charge you received has been refunded. The refund will take 5-7 business days to reflect your account.

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

  
  Thank you 
  

  
  

• Initial Complaint

  Date:03/02/2023

  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.

  Wow these guys will weasel out of standing behind their products any way they can. Bought a rower a while ago. Suddenly just stopped turning on. It has taken me days to navigate through their terrible customer service. I tried to follow all their rules and I even went so far as to buy the extended service warranty and after hours and hours of getting passed around and talking to half a dozen people. Long story short I dont know where my original receipt is so they wont do anything. They want another $160 just to come look at it and wont even talk through possible solutions online or on the phone. I love the iFit platform and concept but pray you never have anything break because their customer service is absolutely awful. No one wants to help you. They do everything they can to deny your warranty or service coverage and pass you to someone else to chat with. Shameful at best.

  

  Business Response

  Date: 03/06/2023

  Hello- 

  
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.

  Please provide the following information to add to your account to help you further 

  Serial Number:
  Model Number: 
  Where Purchased:
  Date Purchased:
  Please also send a visual of the issue.
  
  Thank you

• Initial Complaint

  Date:03/02/2023

  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 full 1 year warranty and my machine broke. They will not exchange and have sent a technician who has never seen or worked on this type of machine. They threatened that they would not continue with parts or service if I choose to see a doctor (I fell off the rower when it broke)

  

  Business Response

  Date: 03/03/2023

  Hello, 

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

  We're happy to get this resolved. 

  Were you injured from the machine breaking? If so, would you like to file a legal form?

  It does appear that a service order has been set up to have a tech come out and further diagnose the issue. 

  Please let us know how you'd like to proceed.

   

• Initial Complaint

  Date:03/02/2023

  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.

  We purchased a NordicTrack (iFIT) Commercial **** Treadmill in June of 2022. Upon initial assembly the machine was inoperative. Customer support was contacted and troubleshooting ensued resulting in disassembly and reassembly of the machine, a few phone calls, and finally live support. The machine was found to have a disconnected wire on the motherboard. Easy fix but a frustrating start.Once in use we discovered that not all of the buttons worked on the control panel. Again, several phones calls and email support iFit confirmed the control panel was at fault and a replacement was provided. The panel was replaced yet the conditions remains. New requests for support were submit with no response.We have contacted IFit on multiple occasions. Email is unresponsive. Phone support is difficult at best with calls being conveniently "dropped". In the latest communication I was able to explain the situation and requested an on-site technician or elevation to someone within their customer support network that could assist. I was denied the on-site support request, was denied the request to speak with a higher level of support, and was subsequently call dropped - again.We do not have a great email trail because most of the discussion have been verbal. iFit seems to create case numbers but they do not appear to track communications within a common service request identifier. The support experience with the company is unacceptable. For the price we paid for the machine we expect it to function correctly. We do like the machine and are not looking for a refund. We do expect the company to stand behind their product and provide the needed repairs.

  

  Business Response

  Date: 03/03/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter.
  

  After reviewing your account, we have set up a service order for you to have a technician come out to diagnose any issues with your machine, as well as diagnose what parts are needed to resolve the machine issues. That service order number is SO-*******. The tech will be contacting you soon to schedule an appointment with you.

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

  
  Thank you
  
  

  
  

• Initial Complaint

  Date:03/02/2023

  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.

  Placed treadmill order($5826) on 12/5/22. First delivery attempt was 1/3/23. Was told 2 more delivery men needed because equip too heavy. Took back to warehouse. Norditrack approved 2 more delivery men. Attempted to delivery treadmill it was damaged (piece that holds tv was cracked). Declined delivery. Ordered 2nd treadmill 1/10/23 through Shaylee (she offered a free item for the inconvenience-heart monitor). On 2/10/23 received a call from ***************************(member care lead) treadmill arrived at delivery *** damaged. I called & spoke to ***********************(rep) she ordered replacement & was offered a free mat and 3 mo of free iFIt for any inconvenience. Attempted 4th delivery 3/25/23 when opening boxes they discovered a hole the size of a baseball in the back of the monitor. Once again declined delivery. I immediately emailed ******, on 2/28/23 said the photos show no ****************** can be redelivered again (damaged) but a new treadmill is not possible. I asked her to call me, she did not. Called billing & returns spoke to *******, she proceeded to tell me they couldnt ship another treadmill, i needed to cancel the **************** I asked to speak to a mgr. was told they are going to tell me the same thing. Asked again to speak to a mgr. after was told they reviewed the situation & that was the only option I had. Once again asked to speak to a mgr. finally ****** (mgr) told me they could not send another treadmill because they are paying for the ***************** are out too much $. Also said they couldnt see any damage. (*** @ ***** told me the photos very clear & shows hole in the monitor). ****** suggested take delivery of treadmill then contact repairs & arrange for new monitor to be sent. On 2/28 canceled order & attempting to place new order. To date have not rec. *** asked ****** about the mat & 3 mo. free ifit promised, told since order was cancelled all compensation **************** though ordered another treadmill) Never been treated so badly by a company.

  

  Business Response

  Date: 03/02/2023

  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 billing team and they have stated that your return has been completed. 

  Are you in need of anything further?

  Please let us know. 

   

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19525063
  
  I am rejecting this response because:
  

  Their response is par for the course.  They fail to address the issues and always have a lackadaisical canned response.

  Yes I did return the treadmill but only because I was told that was the only way to have another treadmill delivered.  I surely was not going to take delivery of a damaged $4,499 treadmill only to have to turn around and contact the repair department and have them send a new monitor for a brand new treadmill. I was told I needed to cancel and place another order. Unfortunately I have not been able to place a new order because they are having a difficult time refunding the original form of payment (I financed the machine through Norditrack).  Evidently they changed companies since I placed the original order and are running into some problems. I have attempted to place a new order every day since 2/28/23.

  At the very least they could send the mat & give me the free 3 months of iFit which was promised to me. I was told that since my order was cancelled all compensation was null & void. But I only canceled because I was told that was my only option.

  It is truly unbelievable what I have been through the last 3 months. Ive waited for delivery of the treadmill on three separate occasions and I feel my time is more valuable then a $40 mat and a few free months access to an app but based on the responses I have received Norditrack does not feel the same.  I have been beyond patient & understanding.

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

  

  Business Response

  Date: 03/06/2023

  Hello, 

  We apologize, you refund was pushed through and will ************** the next 5 business days, no later than end of day Thursday.

  As for the items you're requesting, you will need to contact our sales team directly for further assistance. 

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

  Please let us know if you have any further questions. 

  Have a great day! 

• Initial Complaint

  Date:03/02/2023

  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 a Proform treadmill from ***'s club for $600 for my wife for Christmas in December of 2022. It came missing a part. The box had not been opened and ***'s club said to contact the manufacturer which is if it. I tried calling which is all automated and waited for support who doesn't answer. I tried live chat which is a Agentbot with no help. And I emailed 2 separate emails which had a reply giving me a case number that means nothing. What should a person do?

  

  Business Response

  Date: 03/02/2023

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter. 
  

  I have gone ahead and ordered you the missing part, the base cover part #**. Your order number is ICS9623764 You can track that at the link below:
  **************************************************************************
  
  

  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