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

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  230 S Main St. Highlands, TX 77562

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:02/10/2023

  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.

  Ordered an elliptical for $1,000 with white glove delivery an extra $200, for xmas present. Delivered damaged. Tried to resolve with delivery company and they said we needed to contact NordicTrack directly. Their model for support has you holding hours to speak with someone. We tried numerous days but were unable to get someone live after holding for over a cumulative 4 plus hours. When I finally did get someone they didn't ask for all information (like proof I paid for machine despite an order number the first time),all they requested was a video of damage which we sent. A follow up call to support then requested my proof of payment which I provided. Now it's waiting for a repair technician to call 3-5 days, getting on their schedule, they have to order parts and then come back to repair. The machine is unusable and I am looking at 2-4 weeks before repair, IF it can be fixed. Horrible service and support model. I would like a brand new machine.

  

  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.

  
  With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.

  
  In looking at your account, we can see you spoke with our team today 2/7/2023. The technician will be coming out to diagnose any issues or required parts needed for the machine. 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
  

  
  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19385330
  
  I am rejecting this response because:

  
  Complaint: 19385330
  
  I am rejecting this response because:
  Ordered as a xmas gift after saving for a long time. 
  
  
  Delivery by white glove Ryder. Elliptical came into home with a crack in flywheel on right side that ***** said was cosmetic - person onsite while they delivered was inexperienced and accepted. The Ryder team also installed a handle backwards.
  Called ***** with complaint that incline was not working 2 days later, they returned with a screwdriver and said they could not repair.
  Started trying to call iFit. Recipient (my daughter)has a job where she cannot hold. Nordic Track/iFit support phone system is horrible. She experienced over 1 hour holds repeatedly and couldn't reach someone. 
  She could use machine without incline function initially, however, machine completely stopped working in week three of 30 day period. 
  The calling iFit support was handed off to me (mom/gift giver). Because my phone number didn't match registration the system didn't allow me to proceed. The 3rd time/day I tried calling the system allowed me to put in my daughter's phone number. Unfortunately we were 2 days past 30 day limit.  You can't email support. I believe this is intentional. 
  Because iFit/Nordic Tracks support system is atrociously impossible, with repeated hold times of over 1 hour, to navigate we shouldn't bear all responsibility here. They have a deficient 3rd party doing $200 white glove installations.
  Finally got a live person (*****) in support who gave us a case number, his email, and asked for a video of the problem (elliptical sounds like a train) which we sent. I then gave them a 24 hour window to reply and when they didn't reach out I called again.
  This time after another hours wait I spoke w **** who said he couldn't proceed unless I could prove I purchased the elliptical. The first support person didn't ask for this and I think that's suspect. I provided proof and was assigned a different case number. I was told that a technician for Nordic Track would call in 3-5 days, set up appointment, diagnose the problem and order parts to repair. Both ***** and **** were polite. 
  A technician called my daughter the same day who said Nordic Track already ordered parts and that they were most likely the wrong parts. The appointment is set for 2/21/23. 
  I actually tried calling the corporate office in ****. Interestingly, they had the same type of phone system set up that made it impossible to get a person directly. 
  I want a working elliptical, at no additional cost. We did nothing wrong. If it cannot be repaired I expect iFit/Nordic Track to replace it at no cost to me.  They can use the $200 fee I paid for their white glove service to ship.  
  
  Sincerely,
  
  *********************
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/15/2023

  Hello, 

  
  I'm sorry we must abide by our return policy, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy.

  We have set 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. 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:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new NordicTrack Treadmill in January 2021 from Dick's ******** Goods in Orland Pk, **. We turned the treadmill off 6/2022 as it would not be used during the summer. In 9/2022, we plugged the treadmill back in and we could not get it to turn on. I immediately tried contacting iFit to determine how to get this fixed. Every time I called into iFit, the wait time was greater than 1 hour. 1 HOUR to reach a live person. I was able to finally schedule a rep from City Fitness Repair to come out in late Oct to diagnose the problem with the treadmill. It was determined that I needed a new console. Next steps was for me to call into iFIT again to put the order in, which I did. Again, it took more than 1 HOUR to reach a person. Order was placed in early Nov and my City Fitness rep reached out to check on the status of the order. I called back for a status, waited over an HOUR again for the call to be dropped. ******* from City Fitness was kind enough to follow up for me on 12/6 and said now I needed to call back to link the labor charge to the console. So I had to call AGAIN, wait an HOUR to link it and found out that the console was on back order until early Jan. I had not heard anything for a few weeks, so I had my father call since my schedule did not allow me to wait on the phone for an HOUR. He called, he waited 1 HOUR and they told him I would receive it by mid-January. By mid-January, I had not received it but did not have time to call so the only way to get an answer is for me to email City Fitness who is now telling me that the consoles are on backorder for up to a year.I work in the tech industry, so I understand that getting parts is difficult. My complain against iFit is their non-existent customer service. They have no way for their customers to reach Support efficiently. It is unacceptable that they would expect customers to wait an HOUR every time they have to call in. I want a direct contact at iFIT to get updates!

  

  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 and we are working on getting that shipped out to you as quickly as we're able.  We apologize for the delays!

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

  Thank you 
  
  

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Nordictrack Commercial **** treadmill in 2019. In December my treadmill stopped working, wont turn on despite a reset. After trying for hours several times to get in touch with customer service I called a local repair company. He came out at a cost of $110 and told me that the console was fried and it would be $550 to fix and no estimated date when it would be available. Did some of my own research as it had less than 600 miles on it and found out that in December of 2022 the company pushed out a software update that bricked the treadmill, hundreds of people have reported the same issue on the same treadmill. After calling corporate directly they denied my request to send me a new console saying it wasnt their problem. I disagree that they need to stand behind their product and replace the console that they corrupted with their iFit update. I wouldnt need a new console if they hadnt corrupted it. The customer service and accountability is horrendous.

  

  Business Response

  Date: 02/10/2023

  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.
  

  As your machine is no longer covered under the manufactures warranty, you will need to order the part at iconservice.com or contact our non warranty department at ************ for assistance.

  Thank you!

• Initial Complaint

  Date:02/09/2023

  Type:Billing 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.

  Ifit charged my credit card for software program after I cancelled the order. The company is not responding to emails or calls. I was advised that after cancelling the order for the NordicTrac and accompanying software (ifit), I would be refunded. That was not the case for the software. They charged me $268.13 for a software I do not possess for a machine I do not possess.

  

  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 membership. We completely understand where you are coming from on this matter. 

  
  In looking into your iFIT account this morning, we have reached out to our membership teamabout this issue and were able to refund the charge. 
  
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you 
  

  
  

• Initial Complaint

  Date:02/09/2023

  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 Nordic Track Elliptical and an extended warranty on the machine. The machine started to make loud noise on the right side of the machine with each use and I called IFIT for extended warranty service or resolution. I have had two tech visits, first tech said stated there was a frame issue that could not be resolved by replacing parts. The second tech replaced several parts o the first visit and then ordered more parts and replaced those parts without any resolution to the loud clunky noise occurring from the right side of the machine. I called back four times since the last tech visit and verified his notes, and videos were uploaded. The tech indicated could not be fixed by replacing parts and I have been unable to obtain the final resolution for a refund or replacement equipment. I spoke with a supervisor who stated they would email with an update not update has been received to date. I have called back to validate and sent another video of my machine making the same noise. I am requesting a replacement or refund of the equipment per the extended warranty criteria.

  

  Business Response

  Date: 02/10/2023

  Hello, 

  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
  
  After reviewing your account it appears that a new diagnostic service order has been set up. 

  The tech will be reaching out to schedule your visit. 

  As for a return, we are not able to provide one as you're outside of the 30 day return window. 

  We will get this resolved as quickly as possible. 

  Thank you! 

   

• Initial Complaint

  Date:02/09/2023

  Type:Sales and Advertising 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 bought my NordicTrack treadmill in the summer of 2020 as well as the accompanying IFit. I had a two year warranty on my equipment and no problems that warranted customer service, so I never had any prior experience with the company. All this said until December of 2022. The screen on my treadmill suddenly stopped working without anything happening before that would explain this (e.g. moving the equipment etc). After combing through the users manual, submitting a request for further help from an employee, emailing and getting no reply from their customer service, and too many hours spent on the phone on hold, 2 months later and my treadmill will still not turn on and doesn't work. My husband began contacting them on their ******* and was able to get a replacement part, free of charge which we are enormously grateful for. However, that was a month ago and we still have yet to receive the replacement part. I am not working right now because I have had health issues for the past 3 years and this treadmill is an extremely significant part of my recovery. By it not working, my health and well being is at stake. I am at my **** end about this issue and don't know how to get further help.

  

  Business Response

  Date: 02/10/2023

  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 your part order for you and I do see that part is currently on back order.  Once we receive a shipment we will have that sent out to you.

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

  Thank you 
  
  

  Customer Answer

  Date: 02/10/2023

   
  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 although I would have appreciated more detail into when the part on back order may be ready to ship.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/09/2023

  Type:Billing 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.

  My husband and I purchased a NordicTrack Commercial X22i Incline series treadmill. After it was delivered, we both accidentally created duplicate IFIT memberships. In June of 2022, when we realized there were duplicate accounts, we called customer support to help us fix the problem. We asked the CS agent to delete my membership/account, and we made my husband's account a family membership for both of us. (instead of paying double for two accounts). In December, I was auditing my credit card statement and noticed that my credit card was still being charged a monthly membership fee. When we called customer support again, they confirmed that my membership had been closed back in June, but my credit card had been moved to a fake account with an email we didn't recognize. It was confirmed that it was a mistake on their side, and we requested to be reimbursed for 7 months of membership payments. They refused to reimburse me because their policy stated that they never reimbursed customers for any reason - even if it was their fault and even if it was fraudulent.I had to call my credit card company and file a fraud case. They immediately closed my credit card and reissued a new credit card. I still have not been reimbursed for the fraudulent account charges.

  

  Business Response

  Date: 02/10/2023

  Hello-

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

  I have had an IFIT representative look into this for you.  They stated as 4 out of the 8 charges were disputed we cannot do anything regarding those.  They can add the 4 months family (8 months individual since that's what the main account is set up as) to the main account.

  As the charges are from April-July of last year so we are unable to do anything about refunding them. 

  You are welcome to reach out to our IFIT member care at ************** with any questions.

  Thank you 
  
  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19373796
  
  I am rejecting this response because: the disputed charges are for *****December 2022. My membership (the duplicate membership) was canceled in June and my credit card was used fraudulently on a fake account from June through December. And I do not understand the second paragraph. It doesnt make any sense. *** already tried talking to customer support and they told me I would not be reimbursed. This is unacceptable and the public should be aware of these deceptive practices. Its theft.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/13/2023

  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.

  I have spoken with our IFIT department and these are non refundable, we do sincerely apologize.

  If you have any further questions, please contact our IFIT department at ************** for assistance.
  
  Thank you
  
  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19373796
  
  I am rejecting this response because: My credit card was used fraudulently on a fake account. This is theft!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/09/2023

  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.

  Pro-form failed to inform customers that products that are purchased through a third party vendor ******* are refurbished or defective.

  

  Business Response

  Date: 02/10/2023

  Hello-

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

  We do not sell any refurbished machines.  If you need assistance, please contact our non warranty department at ************ for assistance.

  Thank you!

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19373049
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/09/2023

  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 Carbon E7 elliptical in 2021. 3 months ago it stopped working. We spoke with a customer service rep to set up a day to have some one look at it and never heard from proform/IFIT. We then paid for an independent company to look at it, they diagnosed the problem and stated it could not be fixed. I have made numerous call attempts and emails. I waited on hold 2+ hours to speak to someone before they disconnected me. My elliptical is covered under a warranty which runs out in March ****. I still owe payments on it.

  

  Business Response

  Date: 02/10/2023

  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.
  

  Please provide additional information on the issue you're having and provide an image of the notes from the technician.

  Thank you!

• Initial Complaint

  Date:02/09/2023

  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.

  February 2023 my ifit proform bike had plastic break off from the screws attaching the front wheel and lodge into the back wheel. The bike now smokes and grinds plastic. All attempts to contact ifit proform have failed. The 800 number is a dead end, all emails are not answered, attempts to email a service are not processed or answered. No one is available to assist with any customer service, repair, or equipment replacement issues. The company also started charging family memberships instead of single membership charging $24 more each month. Please assist me in reaching someone at ifit or proform to process help. I received 10 dead end emails that ifit received my request for help but no one has contacted me about my defective proform bike grinding plastic and smoking out the bike wheel.

  

  Business Response

  Date: 02/13/2023

  Hello-

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

  I am happy to get this resloved for you, can you please take a picture of the damage so that we may see which part you are needing? 

  Thank you