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

  
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  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
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  iFIT

  230 S Main St. Highlands, TX 77562

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  iFIT

  230 S Main St Highlands, TX 77562-3812

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:02/07/2023

  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.

  I bought a $2,000+ treadmill from Proform. I even bought extended warranty to cover everything. Less than 2 years after I bought it, the belt has a crack and it keeps getting caught on the sides of the treadmill every time I use it. I have contacted the company and they said they have ordered the part. A week later, I followed up, and each time i followed up, it takes almost 30 minutes and over for a live agent. I was told a few days ago that the inventory for the part has arrived and will take a week or so for QC to go through it. 3 days later, I contacted them again to find out the status. Now they are telling me that the part is on back order with no ETA in sight. Worst worst company ever. For the price of the treadmill including the extended warranty I paid for, this should not happen!!

  

  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. 
  

  We apologize for the delay, this part is currently on backorder it will ship out as soon as it becomes available again. 

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

  
  Thank you
  
  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19327336
  
  I am rejecting this response because I need to know a time line.  Not an indefinite timeline.  Again, the item is not an inexpensive item and I use this product 3 to 4 x a week.  I can't just sit here with no definitive timeline in sight. 
  
  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.

  I bout a Norditrack treadmill around February 2022 shortly after around April stopped working, incline motor gave up Called Norditrack and have been trying to fix since then at no charge. But couldnt fix . Now they want to charge me because I run out of guarantee but it should be fix under old guarantee since they been taking so long to fix with no success. I just want another machine . Since this one cant be fix but they are refusing . And want to change me to send a technician now

  

  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.
  
  

  After reviewing your account it appears that you are no longer covered under warranty for service. 

  You will need to contact our sales and service team to purchase a service visit. 

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

  Let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19347579
  
  I am rejecting this response because: I know I dont have warranty anymore of treadmill but its because the business has taken months and months to fix the machine in which they have been unsuccessful to do therefore my warranty expired I just want them to issue me another machine
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/09/2023

  Hello, 

  We are not able to provide a return/replacement. 

  You're well outside of the 30 day return window. 

  We apologize. Please contact the non-warranty team for further assistance. 

  Have a great day! 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19347579
  
  I am rejecting this response because:they want me to pay for the repair when it should be cover under old warranty.

  I want them to cover all expenses to repair machine
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/10/2023

  Hello, 

  Again, any service visits will have to be paid for. Your warranty has expired. 

  Please contact our non-warranty team for further assistance. 

  Have a great day! 

• Initial Complaint

  Date:02/07/2023

  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 am being charged twice a month for my ifit individual membership for the last 4-5 months. I have reached out through chat, email and on their site. I NEVER get an actual person or a response. I just get auto emails with case numbers and nothing ever happens. When I do get a response its auto generated with links for help. Never a response on these charges. Instead of $14.99 a month they take out two charges of $14.99. That is almost $150 in charges the past 5 months for a membership which should be $75 for 5 months. I am filing with BBB because clearly ifit is running a complete scam. I am even more convinced now reading other complaints. I am asking for my account to be corrected as well as a credit for the 2nd charges I have been getting for 4-5 months.

  

  Business Response

  Date: 02/09/2023

  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.

  I have reached out to our IFIT department and an agent will be emailing you to assist you with this.

  Thank you!

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19348022
  
  I am rejecting this response because I have dozens and dozens of emails of ifit falsely telling me someone from a certain department will contact me. For over 4 months I have yet to hear a word and they continue to double charge me. When I get an actual call from a human being, not an auto generated email, and this issue is completely resolved and I am refunded the 4 months of false deductions from my checking account ~ then I will accept and potentially drop the complaint with the BBB. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/10/2023

  Hello,

  They stated they would be contacting you soon.  You should be contacted by them no later than Monday.

  Thank you!

• 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 wife and I purchased a Profornm treadmill through IFIT In October of 2021. In worked pretty well for 10 months but broke in August of 2022 well inside the one year warranty but I ended up buying an extended 4-year-warranty any way. The treadmill has been broken since August, so nearly 6 months. I've spent countless hours on the phone with ***************** I have operator names and case notes for many of the calls. They just keep mailing me replacement arts and sending out service techs (because my warranty covers it). The last time the tech came out (which is third party, not an ifit employee) was about two weeks ago. He replaced everything he said could possibly be causing the problem and the belt still won't move when you stand on it. He told me very clearly, "you need to get them to give you a new machine." I've been telling the people at IFIT since October that I felt it was a bad model and I would happily pay for an upgrade because "I just want a working treadmill." They just keep sending me parts that don't fix the problem. After the last tech left I submitted an email through i-FIT's website (Tuesday 1/31/23) telling them it needs to be replaced. I detailed the terrible customer service and 6 months of a non-working treadmill with case notes and operator names. I asked them to respond to me with a solution, that doesn't involve another 6 weeks of waiting for parts, by the end of the week or I would file a complaint with BBB. I never received a response. It seems very clear to me based on other customer feedback that i-FIT is very used to this.

  

  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 parts and service is set up for you.  Your order number is ICS9603390.  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: 02/09/2023

   
  Complaint: 19347408
  
  I am rejecting this response because:

   

  I have been patient with i-fit for 6 months. I've given them every opportunity to provide good customer service. They keep saying "we're so sorry" and "We completely understand" and then they keep making me wait 6-8 weeks for more parts and more service that doesn't fix the problem. I've been asking for a replacement since November and the response is always the same. I've never filed a complaint with the BBB before because I've never experienced customer service this terrible. This machine failed after 10 months of use. Well within the original 12 month warranty. They've had 6 months to try to fix it their way. A replacement or a refund is the only acceptable response now.    
  
  Sincerely,
  
  *************************

  

  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 machine. We completely understand where you are coming from on this matter. 
  
  As your machine (model PFTL59420) was not purchased directly through our company, we are unable to process a refund or return. We recommend speaking with the retailer where it was purchased regarding this matter. 

  Again, we do apologize for the issues you've had with your machine.

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

• Initial Complaint

  Date:02/07/2023

  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.

  Nov 2021 I purchased an incline trainer ***************************** SERIAL #: ************* PURCHASED AT: ************************ PURCHASE for $3000.00. Not the cheapest treadmill. To start the machine came with a broken dashboard cup holder panel, admitted by rep who did video trouble shooting that it was manufacturer damage and should not have passed quality and gone out like that, then the stickers with brand name fell off within 2 weeks. The reason for my report however, Oct 2022 I had a walking belt because anything faster than a walk makes a terrible noise. I was told my warranty would cover it. I was also told I would be shipped the parts to try to fix it, instead of sending a tech and if that didn't work I could request a tech, but strongly suggested I try, but again I was covered and once the parts were received i could call back to schedule a tech but that could not be done until parts were in. Also, she then told me I should renew/pay for my extended warranty to make sure no lapse in coverage. I paid for that as well over $200. During this call I told the rep I would not be handling it soon due to a busy Nov with out of town wedding, birthday and Thanksgiving. She assured me it was ok because I was covered either way. When I got back to normal at the beginning of Dec after 15, yes 15!!!! Calls, between the company and extended blaming each other and transferring and hanging up on me I was finally told by a Supervisor that my issue would have been covered had I called the day after Thanksgiving because they were open??!!! But since I called in Dec it was too late. I told her per my previous conversation that I was told either way I was covered. I reported it before my warranty expired and purchased an extended warranty, and I waited to receive the parts to call back. I did EVERYTHING Nordictrack told me to do. She simply said there was nothing she could do. All I was asking was for a tech to install the parts as they told me they would on my $3,000 treadmill.

  

  Business Response

  Date: 02/10/2023

  Hello, 

  We have set up a service order as a one time courtesy to have them install the replacement parts. 

  They will be contacting you within the next 3-5 business days. 

  Please know that any future service orders will have to be covered by the extended warranty. 

  Please let us know if you have questions. 

  Have a great day! 

   

   

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/06/2023

  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 bought a Nordic track s15i back in 2020. We used it religiously and loved the equipment a lot! Then all of the sudden our incline stopped working. We made a call and got a part delivered to put on ourselves (which we thought would be easy. Well we received the part and it didnt fit at all! So I made another call and they said they could send someone out for $150 since my warranty is no longer valid and I didnt buy the extended warranty. They also told me someone would contact me from the service department and I never heard from them. Fast forward a couple of months later after still trying to get someone to answer the phone. We are currently waiting on a call from the service department also have sent emails and I have a case number that no one has even responded to. They no longer have our bike we bought on the website so Im really confused as to what the deal is. I was told that if they couldnt fix the bike they would deem it not usable and replace the bike well how can they do anything when no one is following thru with anything at this point to let me know what is going on!?!

  

  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.
  
  

  After reviewing your account, we do see that this bike is no longer covered under warranty. 

  We do not see a service order on your account. 

  Can you please provide additional information?

   

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19345435
  
  I am rejecting this response because:I didnt receive the calls as promised to make the service call and as stated in the email I know I no longer have a warranty which is why I was told to pay $150 for the service call 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/09/2023

  Hello, 

  You will need to contact our sales and service team directly to set up a service visit. They can be reached at-************. 

  Please let us know if you have any questions. 

  Have a great day! 

• Initial Complaint

  Date:02/06/2023

  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 stopped working completely. I tried turning on and off the machine, unplugging the equipment and still nothing. I called the nordictrak/ifit but no answer, I sent an email on January 19, 2023 and no response. I messaged by chat and I was told right now they are concentrating on new customer and sales so they cannot attend to my concerns. I tried messaging again on the chat and no response. I called on Feb 1st and I was on hold for 2 hours with no assistance. I am not interested in getting the run around and no assistance. I recently put my membership on hold because I saw that ********** option which is did not know about. I need assistance; I am not able to work out and take care of my health and no one seems to respond.

  

  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're happy to get this issue resolved. 

  Please provide additional information about the current issue. 

  Did you purchase an extended warranty for this machine?

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19345373
  
  I am rejecting this response because: they did not provide a solution. They just asked me a question and did not try to contact me. Yes i have extended warranty. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/09/2023

  Hello, 

  Thank you. 

  Your machine is no longer covered under warranty.

  You will need to contact the extended warranty for further assistance. 

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

  Have a great day! 

• Initial Complaint

  Date:02/06/2023

  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.

  Have a **** NordicTrack commercial treadmill. Ifit forced an update in August of 2022 that caused console to stop working. Treadmill was still under warranty. They finally sent a new console in October 2022. Couldnt use treadmill for two months. Installed new console and it only worked two months. Same error as original console. Been calling them for 5 days and finally got through to be told nothing they could do. So I basically have a treadmill that has had two consoles and wont work! Cant believe my treadmill was under warranty when this all happened and now they wont send me another console knowing the reason it wont work. There are complaints all over social media and a law suit against ifit. They pushed an update that causes console to not respond. Guess everyone should join the lawsuit to get our money back.

  

  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.
  

  Are there any errors on your new console? If so please try a pinhole reset and send us an image of the error.  Please also provide the machines model and serial number.

  Thank you!

• Initial Complaint

  Date:02/06/2023

  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 Norditrack treadmill for $1799 on September 23, 2022 and December 28, 2022 the walking platform in now cracked. I have constantly tried to contact the company for warranty support but keep getting the run around. I now have a broken treadmill that I cannot use and can't seem to get any resolution from the company. They keep saying the part is coming in, but never does. Its too late to return the item so now I am stuck with an inoperable treadmill. At this point I would like for them to replace the treadmill with a new one. I am a DISABLED VETERAN and rely on fitness equipment to do my required walking rehab exercises.

  

  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.
  
  

  After reviewing your account it appears that you've been taken care of by our social media team. 

  Are you in need of any further assistance? Please let us know. 

  Have a great day! 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19343971
  
  I am rejecting this response because: The social media team did not resolve my issue, they have just repeated what was already said. They keep saying "the part is forthcoming"! I fulfilled my end of the deal. A deal is where two parties to fulfill certain obligations. I paid $1800 for the treadmill and the company promised to deliver the equipment for my usage. Well for the past 40+ days I have not been able to use the equipment that I paid for. Therefore, I see it as they are not fulfilling their end of the "deal".

  If the part is not available in a timely manner the business should have a policy in place to replace the equipment. I should not have to go 40+ days without being able to use the equipment. Just like automobile have a "lemon law" there should be something equivalent in this case. When I called in the warranty ticket on December 28, 2022 I was told it would be to me in 3-5 days, well we are at 40+ days. Every time I try and contact someone, I keep getting the same answer. This is not proper customer service.

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

  

  Business Response

  Date: 02/10/2023

  Hello, 

  Your part order has shipped. 

  Tracking link-

  ********************************************************************************************************************************************************************************

  Please let us know if you have any questions. 

  Have a great weekend.

• Initial Complaint

  Date:02/06/2023

  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.

  December 2022 my console on my Proform treadmill would not load. It would not load to the login or home screen. I attempted device reset several times. I contacted Proform/Ifit and spoke with an agent for live chat to show that the screen was not working and has now went completely black on 12/22/22. I was told my treadmill was still covered under warranty and that my part would be sent. I called after 3 weeks of order showing still processing. I was told it would be sent and I should receive replacement console withing 2 weeks. My order is still showing as processing. I have attempted to contact customer support, waiting on hold for over an hour, I am on hold now 49 mins. I've tried several times to get a live agent in the chat but Nothing happens, unable to connect to live agent. It is impossible to get an update on this order. I would like to know when my part will be shipped. I am going on 7 weeks since I requested a replacement.

  

  Business Response

  Date: 02/07/2023

  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 looked into this part order for you and I do see this part is currently on back order.  We will have it shipped out to you once we receive a shipment.

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

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19343678
  
  I am rejecting this response because: I was told on a recorded line that the part was in and I would have it in two weeks. It was ordered 12/22/22, there has been no follow up from Ifit regarding this matter, nothing informing me that it was on "back order" Please review your call logs. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/08/2023

  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 am very sorry for the delays in your part.  We are working on getting your part to you as quickly as we are able.

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

  Thank you
  
  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19343678
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************