Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,150 total complaints in the last 3 years.
- 221 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My treadmill is not under warranty. It started having an issue. Technician comes and evaluates. Parts are ordered. I am charged ***** for technician to install parts. Treadmill still not functioning correctly. A different Technician comes back to evaluate again and determines 1st technician did not order all required parts. Technician says order parts when ready and when parts arrive call for installation. When I call to have technician come back, they absolutely refused to fairly charge the same ***** for installation of parts a second time. They now want to charge me ******. I am the customer not the technician. It is not my error that the 1st technician did not order all parts. They claim they cannot charge me ***** because it's more than 30 days since second technician did the evaluation. This is absolutely absurd that I would be charged more than double over a problem created by their technician who they sent the first time. Also, this policy they claim was never stated by either technician sent to my home. When the agent on the phone put thru the *****, she claims her superiors rejected it and therefore had to refund the ***** to my credit card and then charge ****** I find this absolutely unbelievable that a customer is charged double as a result of a failure of their technician. I should be refunded 100.22.This would be treating a customer fairly.
Business Response
Date: 02/14/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this. We completely understand where you are coming from on this matter.
You will need to contact our non warranty department directly at ************ so they can help look further into this for you.
Thank you!
Customer Answer
Date: 02/15/2023
Complaint: 19394972
I am rejecting this response because:It is the non warranty department that caused this issue and refused to accept the ***** payment and proceeded to overcharge Am I going to be refunded the amount of overcharge?
Sincerely,
***********************Business Response
Date: 02/16/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with this issue. We completely understand where you are coming from on this matter.
We do apologize, you will need to contact our non warranty department to discuss this further. They will be able to look further into this for you.
Thank you!
Customer Answer
Date: 02/24/2023
Complaint: 19394972
I am rejecting this response because:I called and spent over an hour getting the run around. They see the problem but won't refund ****** as explained in original complaint. This is the non warranty department refusing refund although they see clearly the issue.
Sincerely,
***********************Initial Complaint
Date:02/13/2023
Type: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 called iFit on 12/23/22 because my console was not working on my ProForm treadmill. She troubleshot the problem over the phone and determined I needed a new console under parts warranty. Since then I have called numerous times to find out the status of the part shipping. I have checked their website to track the order # ICS9568004 and it keeps telling me that they are validating order. I have been told conflicting things: one time Im told they have a console at their warehouse and they would call me back to confirm shipping; another time I was told the part was in quality review for 1 to 2 weeks and yet twice I was told the part was on back order and expected in 1 to 2 weeks. This has been going on for almost 2 months and I cannot get a straight answer. When I do call, Im on hold for at least 90 minutes and still cannot get any answers. Please help!Business Response
Date: 02/13/2023
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.
I have looked into that part order for you and I do see that part is currently on back order and we do not have an ETA at this time. We are working on getting your part to you as quickly as we're able.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Customer Answer
Date: 02/13/2023
Complaint: 19393760
I am rejecting this response because:
This is the same response I have been getting time and time again. But in addition, I have also had an employee tell me they had a console there that was in quality control review that would take 1 to 2 weeks before being able to ship out. So I dont accept this
Sincerely,
***********************Business Response
Date: 02/15/2023
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 can assure you we will get your part to you as quickly are able. We currently do not have an ETA on this part at this time, we do apologize!
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank you
Initial Complaint
Date:02/13/2023
Type: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 have an exercise machine through them and I have been trying to contact their customer service for weeks to get a part that broke on it. They refuse to answer calls or emails.Business Response
Date: 02/13/2023
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 help get this resolved for you. Can you please tell us what's going on with your machine? also please verify your model and serial number off the machine.
Than you
Customer Answer
Date: 02/13/2023
Complaint: 19394035
I am rejecting this response because:
I cannot reply to them through this website. I need them to contact me directly.
Sincerely,
*********************Business Response
Date: 02/15/2023
Hello,
Please email me a video of the issue of your machine to ******************************************* and we will be happy to get this resolved for you.
Customer Answer
Date: 02/15/2023
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:02/12/2023
Type: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 have been unable to use our treadmill for more than a month now and possibly another 2 more months. there is a safety hazard with our treadmill where the board underneath SNAPPED IN HALF and as a result my husband hurt himself. we reached out to ifit customer service to get new parts ordered and she said the below. that's insane that ifit is refusing to compensate for this and now we are without our treadmill (that cost a fortune to begin with) for such a long period of time. i believe our extension for warranty should be completely covered by ifit in order to accommodate for this huge inconvenience or at the very least a refund on part of our treadmill order that was placed through amazon.The Build and Ship form that I submitted to the warehouse was rejected.Unfortunately they do not have a platform to process your order.Our next estimated shipment is 2/27 and then will go through Quality Check before shipping, this usually takes 2-3 weeks after arrival.Business Response
Date: 02/13/2023
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 the walking platform will be restocked within the next **** business days.
Your order will be shipping out soon after.
Please let us know if you have any questions.
Have a great day!
Customer Answer
Date: 02/13/2023
Complaint: 19392472
I am rejecting this response because: we are / were still without our treadmill for over a month. ifit isn't even offering to compensate for the injury caused by the safety hazard of our treadmill. it's barely over 2 years old so i'm shocked at the sub par quality and that we would need something this extensive replaced already. we will look into pursuing legal action if the warranty renewal is not completely covered or if a partial refund on the treadmill is not credited back to our account.
***************************************************Business Response
Date: 02/15/2023
Hello,
We apologize for the delay.
We're happy to add the total downtime to your warranty and membership once your machine is back up and running.
Customer Answer
Date: 02/17/2023
Complaint: 19392472
I am rejecting this response because: how is this arbitrary time supposed to be calculated? for such a dangerous and faulty hazard, as previously stated, i would expect the warranty to be completely covered and not just the "down time"
***************************************************Business Response
Date: 02/22/2023
Hello,
It appears that the part was delivered.
********************************************************************************************************************************************************************************
Was the part installed?
Is the machine back up and running?
We are happy to add the total downtime to your warranty once the machine is up and running.
Customer Answer
Date: 02/22/2023
Complaint: 19392472
I am rejecting this response because: it was literally delivered YESTERDAY. we still have to call the # provided by ifit sine labor is covered under our warranty. and then we have to schedule the appointment. so NO it is NOT ready. and it is insane and absurd that you're still not covering the full warranty for the year and only the down time. which again, HOW is that even going to be calculated as previously asked already???
***************************************************Business Response
Date: 02/23/2023
Hello,
We apologize.
We do see that your appointment is scheduled for the 27th between 11-2.
Please keep us posted on how the visit goes.
Once your machine is back up and running we will add the total downtime to your warranty.
For example, your machine has been down since 1/5 when the issue was reported. We will then add 2 months to your manufacture warranty.
Please let us know if you have any further questions.
Have a great day!
Customer Answer
Date: 03/01/2023
Complaint: 19392472
I am rejecting this response because: the repair occurred today on 3/1/23. however, we need the additional down time to be added on to the 4 ********************* Plan : $179.95 (still insane and horrified that ifit won't cover the cost of the renewal and would rather go through potential litigation due to the safety hazards of their products). separately, ifit needs to arrange for the service person to return because the fan replacements that were sent to us - we are still having issues with them and need him to return to look at / fix. someone please call me back at ************ in order to discuss so that this can be promptly resolved and not continued to be dragged on.
***************************************************Business Response
Date: 03/02/2023
Hello,
What is the current issue with the fan?
Are you able to provide a video of the issue.
If you'd like to speak with an agent over the phone, please contact our member services team directly at-1-833-680-iFit (4348).
Initial Complaint
Date:02/11/2023
Type: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 December 5, 2022 I purchased a ProForm Carbon T7 treadmill from ********. The serial number on the treadmill is *************. The treadmill was purchased as a Christmas gift. After assembling the treadmill and starting it for the first time I received and error message stating the software would not update. I followed the instructions on how to fix the problem but it did not work. I also received a free one year subscription card/code for iFit that was no longer valid and I couldn't utilize it. I have since attempted to contact iFit multiple time with no response. Every time I have called I have sat on hold for hours without ever speaking to a representative. The treadmill is still under warranty. I would like the treadmill fixed or receive a refund.Business Response
Date: 02/13/2023
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.
I have spoken with our IFIT department and they will be contacting you soon to help get this resolved.
Thank you.
Initial Complaint
Date:02/11/2023
Type: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.
Approximately three months ago, the monitor on our Nordic track bike stopped working. Several hours on hold over several days(as I work full time and no one is available on weekends)and chatting with a Nordic track agent-they sent me a new set of wires. Did not solve the problem. Back to several more days and many many hours waiting to chat or speak with someone-told me they would send me a monitor and it would arrive within three weeks. Called after ten days to find out the tracking- told that they were on backorder for several weeks and once arrived would take another 2 to 4 weeks to test. Called the service department as I have an extended warranty-they were extremely helpful-told that there would be a large shipment of monitors arriving on Feb 6th and that it takes less than a week to test. Over this time, I have left four messages at the corporate headquarters in Utah. Initially two with the receptionist who promised me a call from Tom S****** (a manager)that day - no call. Then I left a message on his voice mail - no call back. Fourth call and I was promised a call from Tom's supervisor, Paul B****- again no call back. Called again yesterday and same routine-a promise of a return call that day-no call. I also had chatted with a Cameron W who promised me an update on the status of my order within 2 days. Four days later, I got an email which did not provide any further information. I emailed back asking for specifics but never heard back. I spoke with Cameron yesterday and asked him to find out details on my order. He said he had no new information, just that the monitors were in the warehouse. I asked him to call the warehouse, he said he could not. I asked him for his supervisor's information, he refused to give it to me. In summary, almost three months without our workout equipment. It has had a negative impacted our health. Impossible to get specifics and hours spent trying to track this down. All this with a purchased extended warranty.Business Response
Date: 02/13/2023
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.
I do see that part is currently on back order. We are working on getting it shipped out to you as quickly as we're able, we apologize for the delays!
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank you
Business Response
Date: 02/22/2023
Hello-
We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
Yes, I do see your part did ship. You can track it at ***************************************
Once the part is installed and the machine is up and running please let us know and we can have the downtime added for you.
Thank you!
Customer Answer
Date: 02/22/2023
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:02/11/2023
Type: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 the NordicTrack S22i on 3/3/2022. I was not given proper instructions about the importance of registering my equipment with NordicTrack and the extended warranty. Around 3 weeks ago I went to use my bike and the monitor would not come on. I contacted NordicTrack support and they advised that I should have registered my equipment and took the extended warranty. They advised me to seek another source since they would not be able to assist me. I have not had my equipment for a year and NordicTrack does not want to assist me resolve this problem. I would just like to use my equipment and get it fixed. I am willing to pay for my warranty but I still cannot get help.Business Response
Date: 02/13/2023
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.I'm happy to help get this resolved for you. Please remove the motor hood. This can be removed by a few screws. 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 pattern. Make sure you are not on the machine while running this test. Once you have the video please email it to me at **********************************************************
Thank you
Customer Answer
Date: 02/18/2023
Complaint: 19387609
I am rejecting this response because: thank you for getting back to me. In your response you mentioned to remove the motor hood. This can be removed by a few screws period. 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 pattern.I do not have a belt as indicated. I have a Nordictract S22i. Please advise! If you are referring to the same equiptment as me. I will also respond to your email address that you provided.
Sincerely,
*****************Business Response
Date: 02/21/2023
Hi Pat,
I apologize for the confusion, Please remove the motor hood. This can be removed by a few screws. Once removed, you will see a green control board with a red LED light on it. Please provide a video of the LED light pattern.
Thank youInitial Complaint
Date:02/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought our treadmill new about a year ago. The incline hasn't worked correctly since se bought it. Every time we've called customer service we've been on hold for 30 minutes to 1.5 hours. During our last call they ordered more parts for us and were supposed to send a service tech. It's been a month and still haven't received a call from service tech. I can't bare the thought of sitting on hold again for an hour knowing that they still probably won't help fix a simple problem.Business Response
Date: 02/13/2023
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.This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to you as soon as possible. You should hear from them within the next 3-4 business days.
If you have any questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 02/20/2023
Complaint: 19386914
I am rejecting this response because:
I still have not been contacted by either a servive technician or the ifit support team. When trying to call ifit support, it is more than a 1 hour hold time before I can speak with someone, then they have to transfwr to th parts department for service, and that is also a 45 minute to 1.5 hour hold time. The company simply is not meeting their side of the service contract, but there is no way to contact anyone to escalate of fix the prblem.
Sincerely,
*********************
Business Response
Date: 02/21/2023
Hello,
We apologize you have not been contacted yet, I have reached out to the technican and you can expect a call by the end of today.
Thank you
Initial Complaint
Date:02/10/2023
Type: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.
iFit sent an automatic update to our NordicTrack treadmill in or about December 2022. The update caused the iFit tablet to malfunction and render the treadmill inoperable. After following troubleshooting steps, the screen indicated an API 3 error and failed to boot.Business Response
Date: 02/13/2023
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.
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 youInitial Complaint
Date:02/10/2023
Type: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 Nordic Track treadmill in 2020 along with the 6 year warranty for parts and labor per their recommendation. The treadmill quit working a month ago. Multiple calls, taking several hours, have not resulted in any help. So disappointed in this company!Business Response
Date: 02/13/2023
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.
Have you registered your machine with us? If not, please provide the following information to take care of your registration. Thank you in advance!
FULL NAME:
PHONE #:
2ND PHONE # (optional):
EMAIL:
SHIPPING ADDRESS:
MODEL #:
SERIAL #:
DATE OF ****************** OF PURCHASE:Thank you!
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