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

• 

  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

  

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: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 
  
  

• 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 previously opened case #******** on this issue for reference. Unfortunately my decision to close that case was premature. My IFit/NordicTrack Commercial **** Treadmill's console unit was rendered inoperable while receiving a software update on Jan 3rd 2023. After spending the better part of a day trying to get (and failing to receive any) support for the issue, I opened my complaint (#********). Shortly after that an iFit representative put in an order to replace the treadmill's dead console (the treadmill cannot be used without it), so I naively thought the issue was going to be resolved. But, after two months I still have not received the replacement console and have no real estimate for it. The latest information I have on it is maybe sometime in April. I do not believe IFit has any intention of honoring the warranty on this device. We've already gone two months without being able to use this treadmill (which is unacceptable by itself) and the best case prospect is it might be fixed in another couple months. It's particularly bothersome for me since I recently had major orthopedic surgery on my shoulder and was counting on use of this treadmill for cardio maintenance in support of my recovery.I'm not expecting a full refund of the purchase price of the device (~$1900.00) as we did get over two years of use from the treadmill before it was rendered inoperable. But, some level of compensation I believe is in order (maybe a depreciated value?) so I can apply that to the purchase of a functioning treadmill to replace it with. Otherwise, what is the point of a warranty?

  

  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: 03/06/2023

   
  Complaint: 19524756
  
  I am rejecting this response because: I'm not comfortable resolving this complaint until either a replacement console is received or other some other acceptable compensation is made. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/06/2023

  Hello,

  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. 
  

  Customer Answer

  Date: 03/06/2023

  Complaint: 19524756
  
  I am rejecting this response because: While I appreciate the offer to add time to my warranty, I'm not comfortable resolving this complaint until either a replacement console is received or other some other acceptable compensation is made. 
  
  

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

  

  Business Response

  Date: 03/07/2023

  Hello, 

  We understand and can assure you that we will ship out the console as soon as a restock is available. We apologize for the wait. 

  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.

  As many others have already filed complaints for, iFit provides the console for my Nordic Track treadmill. They put out a faulty update in January/February that completely rendered the treadmill useless. After a few weeks of continuous attempts to contact support, I was finally able to reach someone who tested and determined that I needed a new console. I was told 2-3 weeks. It has now been over a month and I have not received a new console and am only told that they are back ordered and dont know when they will be available. I am paying for a service and have a useless $2000 machine. This is completely unjust. I want my treadmill back functioning. Honestly, this is a health issue. I am being robbed of the yearly fee I paid and I am not able to use this expensive piece of equipment.

  

  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.

  
  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.

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

• Initial Complaint

  Date:03/01/2023

  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 had previously paid for a technician repair and after the technician installed a brand new motor the treadmill did not work. I then reached out to nordictrack about my problem and did not hear back from them for months. Once I was able to get in contact with them I then got another technician repair and a new motor for my treadmill and that still hasn't solved my problem. My treadmill stops at random points and refuses to move within minutes of use.

  

  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 tech was out in February and stated that they installed the replacement drive motor and everything was working as it should. 

  Can you please provide additional information about the current issue?

  Did you purchase an extended warranty for this machine?

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19523293
  
  I am rejecting this response because: The machine looked to be working when the technician installed the new motor but when I went to use it the day after the install I kept getting the same issue that I had previously. The motor would run but after a minute or so the treadmill would completely stop when weight is on the belt. The technician had told me that if that where to be the case then a new drive board would more then likely be the solution to my treadmill not being functional. No i have not purchased an extended warranty because i already have a 3 year insurance plan on the treadmill. I dont know what route you guys want to take but I just want my treadmill to be up and running without issue. Whether that involves part replacement, complete machine replacement, refund on treadmill price, or whatever other solution, i ultimately just want my treadmill to be usable. I have had the treamill for about a year and it has been unusable for about half that time and it is partly due to the nordictrack agents closing down my chat requests whenever i tried reaching out and getting help for my issues on my machine. -thanks
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/06/2023

  Hello, 

  Thank you for the additional information. 

  Can you please email a video of the current issue to *************************************** and reply back here once it has been sent?

  Please remove the motor hood. Once removed, you will see a green control board with a red LED light on it. 

  Please run the belt and provide a video of the LED light blinking pattern when the issue occurs. 

  Thank you. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19523293
  
  I have sent the email containing two video attachments
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/10/2023

  Thank you. 

  It appears that your machine is no longer covered under the manufacture warranty. 

  Please contact our non-warranty team directly at-************.

  They will be able to further assist you there. 

  Thank you! 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19523293
  
  Would i have to call that number or wait on a response from the email that was sent to me on a previous response? 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/15/2023

  Hello, 

  Please contact the number previously provided. 

  Our emails are behind and can some time to receive a reply.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19523293
  
  Ok, i will reach out to the number. Thanks
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/17/2023

  You're welcome. 

  Have a great weekend.

• Initial Complaint

  Date:03/01/2023

  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 from NordicTrack model ****. First use it thumps really loud the belt jitters when you are on it and feels really unsafe and it squeaks loud. I called support two days in a row and spent over 3 hours on the phone mostly waiting -- they said I would need to spend 150/hr for a tech and that the white glove service doesn't cover it actually working right (I am not kidding). I said well what about the lemon guarantee you said you have -- they have several fees they charge which amounts to half the cost of the treadmill to return it. So, right now, I have a loud noisy unsafe brand-new treadmill and not sure what to do...I am contemplating disputing the charge. ****** learned be weary of buying from them. Also, they told me to oil the belt which I did and no change.

  

  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'm happy to get this resolved for you, can you please send us a video of the noise to ******************************************* along with any infomation you can provide regarding the issues with the machine, we are happy to get a tech out there free of charge but just need to know what's happening with the machine so we can provide them with as much infomation as possible. 

  Thank you