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

  
• 

  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:02/09/2023

  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 

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service 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 used my elliptical around 15 times. The motor is stuck on incline. I have reached out to nordictrack/if it every way possible. I have called, emailed and messaged on social media with no resolution or response. They will not stand behind their product. I paid over ***** for a machine that doesnt work after 15 times of use. Even more frustfrustrating is I have an initial membership that I can not use either. I want my money back or my machine fixed in a timely manor.

  

  Business Response

  Date: 02/09/2023

  Hello-

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

  I'm happy to get this resolved for you. It looks like we need a little info regarding your machine. Please provide the following: Serial Number:
  Model Number: 
  Where Purchased:
  Date Purchased:
  

  Thank you 

  
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19371338
  
  I am rejecting this response because: NTEL71420.0 

  Serial number ************* was bought direct through nordictrack/ifit 
  
  Sincerely,
  
  *************************

  

  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.
  

  In looking into your account, we were able to order the necessary parts for you, a incline motor and an incline arm.  The part order is ICS9605428, You can track that at the following link:
  **************************************************************************
  
  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:02/08/2023

  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.

  January 2023 my 3 year old treadmill T6.5 SI purchased in December 2019 stopped working. The console froze with the only the Ifit logo visible. Upon research of this problem I discovered that there was an automatic update performed that corrupted my machine and many others rendering them unusable. I contacted Norditrack and they confirmed that it was their error that caused my machine to be unusable. They said they would replace console at no charge and it would be shipped in 2 weeks. So far nothing and cannot reach customer support or parts department to ********************** progress of shipment. I have been on hold for over 2 hours on several occasions. All I want to know is when my part will arrive so I may continue with my exercise program.

  

  Business Response

  Date: 02/09/2023

  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 apologize for the long delay on your order. 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.
  

  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. 

• Initial Complaint

  Date:02/08/2023

  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.

  In November of 2022 our treadmills console had a fatal error caused by an Ifit update. I contacted the companies customer service line and after many days and many hours, I was told this is happening to thousands and that they are only offering to replace the console if we pay for it. I then contacted the cooperate office and spoke with ********************* a customer service supervisor. He admitted it was a very common issue and said they were only allowed to offer 5% off the $400+ console. I asked for the top CS person and got ***********************, who've I tried to contact multiple times with no response. I've learned that this is an issue across multiple types of machines from rowing to bike to all types of treadmills. So obviously this is a software issue and not the responsibility of the consumer. I would like the console replaced due to their negligent software update. Thank you

  

  Business Response

  Date: 02/09/2023

  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 over your account and I do see a console was ordered for you as of yesterday.  We will get your part to you as quickly as we are able.  Your order number is ICS9603031.  You can track that at the link below:
  **************************************************************************
  

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  Thank you
  
  

  Customer Answer

  Date: 02/11/2023

   
  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:02/08/2023

  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 NordicTrack Commercial **** treadmill and about two months ago the console stopped working. After multiple attempts to seek support using the online form and receiving no response, I attempted to contact customer service directly via phone. After extensive hold/wait times and multiple calls involving repeated troubleshooting steps that had already been attempted, it was finally determined on 1/4/22 that the console was defective and would be replaced under warranty. I was told I could expect to receive the replacement console in **** days. It is now more than a month later and I still do not have the replacement console. I have called multiple times and each time I do I am told that the warehouse does not have the part and it may take an additional 2-3 weeks before I receive the replacement part. On my last call I requested to speak with a supervisor who identified herself as "****." **** told me she would email me back if the part did not come in that week and we could pursue other options. Needless to say, I never received any email from ****. As of 2/8/22 the order status is still showing as "processing" and although I've requested text updates as well I have not received any communication at all from the company. A warranty does me no good if I am unable to get the replacement parts I need to repair the unit. At this point, if NordicTrack/iFit is unable to replace the console, I believe it should be their responsibility to replace the treadmill. The unit is inoperable without a replacement console.

  

  Business Response

  Date: 02/09/2023

  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 to get the part shipped out to you as quickly as we're able.  We sincerely apologize for the delays!

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  Thank you
  
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19364732
  
  I am rejecting this response because:you have offered me no resolution other than to continue to wait indefinitely for this replacement part. If you are unable to provide a prompt replacement under the warranty you should replace the unit.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/09/2023

  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. Your ********************************************************************************** return within the first 30 days. With this information, you are not eligible for a return, replacement or refund.

  The return policy states: "You can return your NordicTrack 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 NordicTrack 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.

  You can go online at ************************************************************ to further review if you would like.

  We are working on getting your part to you as quickly as we're able, we do sincerely apologize for the delays.

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

  Thank you 
  
  
  
  

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19364732
  
  I am rejecting this response because: you are not honoring the warranty if you fail to provide a replacement for a part that is under warranty. Now that *** had the opportunity to do some research its apparent that there are a significant number of people who are having the exact same experience. Until you honor the warranty by replacing the defective part, you are in default on the warranty. The fact that you cannot provide me with any estimate of when I can expect to receive the replacement part is completely unacceptable. 
  
  Sincerely,
  
  *******************************

  

  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 apologize, as you are not within the 30 day return window we are unable to offer a replacement or refund.  We are working on getting your part to you as quickly as we're able.

  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: 19364732
  
  I am rejecting this response because:it does nothing to resolve the issue I am having with not being able to get the replacement for the part that is under warranty.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/16/2023

  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 do sincerely apologize for the delays in receiving your part.  We are working on getting it to you as quickly as we're able.  Once we receive a shipment we will get your order to you as quickly as possible.

  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  Thank you
  
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19364732
  
  I am rejecting this response because:
  There is a significant difference between resolving my issue and simply making excuses and providing formulaic apology responses. Directing me to call your customer support number adds insult to injury as I have already called numerous times, spent hours on hold, been disconnected, been given inaccurate information, and been given excuse after excuse. I attempted to resolve this issue via email, phone, web support ticker, and messaging through your social media platforms and have been summarily ignored.
   I will accept your response when the issue is resolved and not based on empty promises from a company that has proven itself unresponsive, unreliable, and untrustworthy 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/17/2023

  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 do understand and can assure you we will get your part to you as quickly as we're able.  

  Thank you.

• Initial Complaint

  Date:02/08/2023

  Type:Order 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.

  A few months ago IFIT starting billing me monthly for their membership $39. The problem I have is I told them several times by email that I want the yearly membership. Highland They are impossible to reach by phone and they don't respond to my emails either. I have now paid 4 months for their membership which almost equals cost of full year membership of $180. I want these charges credited toward the year membership then I will pay difference. I just moved to a new address recently and haven't had a chance to even set up ********** so that is why I need to make this change. My address when I started the membership was *************************************************************

  

  Business Response

  Date: 02/09/2023

  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. 
  
  

  Our iFit team has updated your membership to reflect what you've paid on your individual membership. It is set up to renew yearly for individual on September 7th. 

  Please let us know if you have any questions. 

  Have a great day! 

   

  Customer Answer

  Date: 02/09/2023

   
  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.  As long as it is corrected so I only pay $180 for individual membership.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/07/2023

  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.

  My Treadmill was updated on its own since it’s connected to the wifi and now my screen just continues to say IFIT. It won’t reset and I went online and found a thread about how it’s been happening to a lot of people. I have the NordicTrack T.9.5s IFIT and my warranty is expired. My treadmill was working fine before this update now it won’t work.

  

  Business Response

  Date: 02/09/2023

  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 reached out to our IFIT department and they are having an agent contact you.

  Thank you!

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was contacted several days ago by Ifit department for my information and haven’t been responded to. It’s unfortunate they can send an update and destroy ones personal possession. 
  
  Still waiting for them but I know I only have one day left to respond to you guys. Thank you for your help but this is really upsetting.. 3k down the drain. 
  
  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 have reached out to this agent and have asked them to contact you again to get this resolved.

  Thank you!