Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

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:01/31/2023

  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.

  On the Nordictrack.com website on the rowing page if you pull up the rw700 rower there is an offer for $39 for 48 months for the rower. I used financing on the order and placed the order. After ordering I wanted to look up the model so I could download the user manual and I found out that the company is sending me an older version of the model that is posted on their website. This is very shady as I paid the full $1941.26 for an older product than the one I thought I was receiving.

  

  Business Response

  Date: 02/02/2023

  Hello, 

  We have reached out to our ****************** and they have confirmed that the model you ordered was NTRW15121 and it is currently in transit to you. Is this the model number that you have? 

   

  Thank you 

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill from NordicTrack/iFIT on 11/25/2022 along with an extended warranty. It began to malfunction on 1/29/2023. It is unsafe to use. I attempted to reach out through a live chat to get help. No response. I tried calling but it was a Sunday. I waited until the next day during normal business hours. Still no one would respond through live chat and I was put on hold over the phone for 1 hour and 50 minutes. Meanwhile I kept trying to reach out through live chat. No response. I filled out many online ticket requests for assistance. I received emails stating my request was received and that someone would contact me. It is now 1/31/2023 and Im going through the same thing as yesterday; no response through live chats, and Ive been transferred by every human Ive spoken to back to the line that no one answers. Ive currently been on hold for 65 minutes. I called the returns department to request a return/refund but have been denied because its been more than ***************************************** purchasing a treadmill someone answers right away but then they tell me they cannot help me schedule a service call and transfer me to the line that no one answers.

  

  Business Response

  Date: 02/02/2023

  Hello- 

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

  In looking into your account, we can see you have been in contact with our member services team. They were able to order the necessary parts for you. The part order is ICS9596509 currently in transit to you. You can track that at the following link:
  **************************************************************************
  
  If you have any questions, you can contact our ****** Services at 1-833-680-iFit (4348)

  
  Thank you
  
  

  
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18961270
  
  I am rejecting this response because:

  a part was ordered without knowing what is defective on the treadmill.  What am I supposed to do with the part.  I am not fixing the treadmill myself.  I have a manufacturers warranty in addition to an extended warranty, which includes parts and service.  I have not been contacted to schedule a service appointment.  I cannot continue to call this company.  Every time I call I am on hold for a minimum of 60 minutes before speaking to a person.  Each person I have talked to does not know how or chooses not to explain how this problem can/will be corrected.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/03/2023

  Hello-

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

  Were able to set up a service order for you. That service order number is SO-2721392. Please allow **** business days for the tech to reach out for scheduling. 

  Thank you 

  
  

• Initial Complaint

  Date:01/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill in December of 2020.. This treadmill broke almost exactly 2 years later. I tried to contact customer service to see about having the treadmill fixed. I first contacted them on 12/23/22. Each attempt resulted in over 90 minutes on hold without reaching any individual, and unfortunately they are only available during business days. I tried reaching out via their online portal at support.ifit.com. This resulted in reply emails telling me to call the number that I have already been trying to call. Eventually I was able to reach someone yesterday who directed me to yet another number who in turn transferred me to another number. I have since been able to talk to 3 people over the past month of trying, all of which have transferred me to waiting queues of which I have spent over 90 minutes at each attempt on hold. I finally was able to get in touch with someone via chat who did not want to speak with me as my machine was no longer in warranty. I told them that I was willing to pay someone to fix the machine without a warranty. They advised me that:"We have a diagnostics service that you can purchase with us. The initial service visit the diagnostics will be $159 before state and local tax and any trip fees. The technician will come out to the home run diagnostics and try to resolve the issue. If parts are necessary to resolve the issue, the technician will tell you what parts. You will then contact us to order the parts and then we can set up a return visit for $65 as long as its within 30 days of the visit. Once the service is paid for, a technician will contact you within 3-5 business days. Payment for service is non refundable."then when I tried to schedule this, they advised me that "there is a $50.60 trip charge added to any visit they take.". They will not listen to any diagnostic attempts I have made so far to try to minimize trips. This, in my opinion is awful customer service, and essentially a money grab.

  

  Business Response

  Date: 02/02/2023

  Hello, 

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

  After reviewing your account it appears that a service order has been set up and the tech has called and left a voicemail.

  Please let us know if you have any questions.

  Have a great day! 

  Customer Answer

  Date: 02/05/2023

   
  Complaint: 18961274
  
  I am rejecting this response because:

  The issue continues. It took over 1 month to get a technician on the phone, and I will not be able to get them to my house until MAYBE march. I have spent over 10 hours on hold, and continue to have to fight just to get someone to my house. I have already paid the company over $200 JUST to start the process of scheduling a technician to my house. Then It will take another $120 or more PLUS the cost of whatever parts they want me to buy to get the machine fixed. They have told me that they will only do diagnostics on the first trip, and will require a second trip. This is what they tell me over 1 month before they will even get a technician to my house. For a company that is BBB certified, they should be much more devoted to customer service, however this is by far one of the absolute worst customer service experiences I have ever encountered.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/06/2023

  Hello, 

  We apologize. 

  We have reached out to our service team requesting them to contact you as quickly as possible. 

  Please let us know how the visit goes. 

• Initial Complaint

  Date:01/31/2023

  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 ****, serial number *************. For the last six months, the motor has been stopping when run over 8 mph even though the treadmill indicates its still moving. Recently, it wont elevate either. I have filed a customer service request for a warranty response. The parts should still be under warranty. I have tried their electronic chat, and it just leaves making out the computer. Ive tried their helpline and been on the phone for hours just waiting for a live customer service representative, and they always say that an agent is on the way and one never shows up on the phone. they are completely responsive to my request on their website and I have no way to contact them. Ive read on the Internet that other people have this problem and have been sent a new replacement motor control board. I am really just looking for them to respond to my request for assistance, but they just ignore me.

  

  Business Response

  Date: 02/02/2023

  Hello, 

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

  After reviewing your account it appears that you spoke with an agent. 

  Have you contacted our sales and service team to set up a diagnostic visit? 

  If not, they can be reached at-************. 

  Please let us know if you have any questions. 

   

• Initial Complaint

  Date:01/31/2023

  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.

  This item was purchased on 11/26/2022 under two transactions for a total of $1,284.87 and was delivered to my house on 1/10/23. The equipment does not work and nobody will respond from the support site. That online chat is down and also not taking calls for both Nordictrack and Ifit.

  

  Business Response

  Date: 02/02/2023

  Hello, 

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

  We're happy to help. 

  Please provide more information about the issue. 

  Please verify the model and serial number. 

• Initial Complaint

  Date:01/31/2023

  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 ****, NTL14119.0 S/N KK641R0009973, on 1/3/2019. The system is still covered by an extended warranty. During the month of 12/2022 iFit pushed out an update that bricked my console. The treadmill no longer functions in any capacity. It is stuck on the iFit screen or a screen flashing between an android bot and supported api:3 error. On 1/5/2023 I was able to complete a warranty claim for a new console under Order# ICS9575427. I was told at the time of order that the console is on backorder. It has been nearly a month now and like so many other customers I have not seen a ship date, anticipated ship date, or any update from the company that the replacement console will ever be back in stock. This is a widespread problem for well over 3 months now and is subject to a class action lawsuit. The company has not publicly acknowledged this problem nor has it found a viable solution other than putting countless consoles on backorder. This isn't rectifying a problem it is kicking the can down the road and frustrating consumers. If consoles cannot be delivered in a timely fashion NordicTrack should refund the cost of these systems for the original purchase price or send out suitable replacements. No news is worse than bad news.

  

  Business Response

  Date: 02/02/2023

  Hello, 

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

  With this issue being wide spread, we currently do not have an ETA for the console restock.

  We are working hard towards a resolution for this issue to hopefully provide more information within the coming weeks.

  We apologize for the delay and appreciate your patience.

  Please let us know if you have any questions.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18959262
  
  I am rejecting this response because:  This is not a new issue and this response was not a resolution.  This problem was discovered in November ************************************************ December and January.  Why with such widespread corruption why was this update allowed to stay in queue?  Countless threads show iFit's unwillingness to replace consoles at the onset of this fiasco but overtime relegating itself to honoring all console replacements free of charge.  The caveat?  Not a single consumer has indicated they have received said consoles, regardless of exercise machine model.  I've seen folks waiting 3 times longer than I have for their consoles to no avail.  I am not as optimistic as the company that resolution will be identified in the coming weeks.  I do know that I will never buy another iFit product and I will advocate against family and friends purchasing iFit products.  When I originally purchased this machine I was under the impression that I was buying a quality product from a reputable brand.  Unforgettable ****** learned here.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/03/2023

  Hello, 

  Again, we apologize for your experience. 

  We will get your part order sent out as quickly as possible. 

  We are also happy to add the total downtime to your warranty and membership. Please let us know if you have any questions. 

  Have a great day! 

   

• Initial Complaint

  Date:01/31/2023

  Type:Delivery 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 have a Proform ****. The company did a software update that rendered my treadmill useless. There was no communication from the company that this happened. It was a nasty shock. It took me about half a day to get in touch with the warranty department to see if they could help me with the issue. I was shuffled back and forth. I have the extended warranty. They said they would replace the component. I have been checking on the website. The order is stuck "In Process." No updates. I tried reaching out via chat and I was shuffled around - again. I was given an email address to ask for help. I received an email back saying that the email address was not for the issue I needed help with. I emailed the right department and nothing. I went it to check the status on my replacement. The order doesn't show at all. I get "Order status could not be found." I called only to be told the wait was long. I called back again. Now they are saying the system is down and no one can help. I am extremely frustrated. They have handled this issue poorly.

  

  Business Response

  Date: 02/02/2023

  Hello, 

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

  After reviewing your account it appears that this console currently has no ETA. We will have more information in the coming week or so. 

  We apologize for the delay and appreciate your patience as we get this resolved as quickly as possible. 

  You can track you order at anytime at iconservice.com with your order number. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18959196
  
  I am rejecting this response because: it is more platitudes from the business to skirt responsibility from their actions.  The update rendered mine treadmill and countless others unusable.  There was ZERO communication about this issue.  Getting in touch with anyone to replace my part has been ***********************.  My treadmill is less than two years old which still falls under warranty.  I was told the part would ship in three to seven business days.  Now there is no ETA?  I am only able to get an answer after I complain to the BBB.  I am paying for an iFit membership that can't be used.  I can't trust anything this company says because it solves no issues.
  
  Sincerely,
  
  A K

  

  Business Response

  Date: 02/03/2023

  Hello, 

  Again, we apologize for your experience. 

  We will get this part order sent out as quickly as possible. 

  We're happy to add the downtime to your warranty and membership. 

  Please let us know if you have any questions. 

  Have a great day! 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18959196
  
  I am rejecting this response because: once again, I dont have an ETA for my part.  I need an actual date. I have a $1800 useless brick in my house.  I cant exercise.  It could be months before I receive my part.  I want concrete answers.  I am also paying for an Ifit membership that I cant use because I dont working equipment.  Thats money wasted as well.  
  
  Sincerely,
  
  A K

  

  Business Response

  Date: 02/03/2023

  Hello, 

  We reached out to our parts team for more information. 

  They are able to send this part out within the next **** business days. 

  However, it will not have written instructions with it. 

  Are you okay with this?

  Customer Answer

  Date: 02/03/2023

   
  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.  I will accept the part that ships within 7 to 10 business day.  That is an acceptable time.  If it does not ship in 10 business days, I will reopen the complaint. 
  
  Sincerely,
  
  A K

• Initial Complaint

  Date:01/31/2023

  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.

  Purchased an elliptical machine from business. Received a broken machine as the rep told me on the phone after doing a video chat. Refused to send me new machine. Repaired machine. Because of essentially receiving a refurbished machine rather than a new one I purchased an extended warranty. Machine broke down again after 7 months. Took almost 2 months to get them to send a repair person. I was told to call them after the machine is repaired so my warranty can be extended and the IFIT program can also be extended. I have called multiple times and different times of the day. I'm either on hold for ********************************************************************************************************* I can be put in a Queue and they will call back but no one ever calls back. And it takes 5 minutes to get through all the phone prompts to get to this point. The online chat is a robot, so unable to get through to anyone. And I have also submitted a ticket that I got an email response said my claim will be processed ASAP. Have never received a response to my ticket. I have also replied 2x to the ticket. It's been a month of this. In the meantime I'm paying for a warranty, my machine and the IFIT program. Will try this to see if I get results. I think next route is legal action.

  

  Business Response

  Date: 02/02/2023

  Hello-

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

  I have had 3 months of downtime added onto your warranty and IFIT membership for you.  Your new renewal date is 08/21/2023.

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

  Thank you 
  
  

  Customer Answer

  Date: 02/02/2023

   
  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:01/30/2023

  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 the iSelect Voice-controlled Adjustable Dumbbells 7 months ago. They are still under warranty but they do not work at allcalling customer service is just frustrating. You wait on hold for a minimum of one hour to not get the situation handled. I was set by a ne ****** but it does not work at all. I want a full refund for the product. I have had nothing but troubled with NordicTrack products and customer service. I talked to billing and they are telling me that I can not get a refund even though the product is still under warranty

  

  Business Response

  Date: 02/02/2023

  Hello- 

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

  
  As your dumbells 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. 

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

  
  Thank you 
  
  

  
  

• Initial Complaint

  Date:01/30/2023

  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 treadmill thru amazon june 2021, contacted ifit directly week later to buy ext warranty. had previous issues resolved. 6 wks ago machine making a lot of noise, called cust serv spoke to management after 2 hrs they sent parts and ******* they were to set up a tech to come and fix machine. No one has contacted me so i have called 4 xs last wk, waited on hold for 2-3 hrs, getting told i am contacting wrong ***** hung up on, **** is closed. i have also tried chat online and keep getting disconnected! in past it was all set up! I have also given automated system my number for call back and never got one! On thursday jan 26th i got a live person, but no management on duty, i asked for them to call me back but i am not getting called back! Why am i paying for warranty services when they are not following thru? i am constantly getting redirected and no one should have to go thru this. i just want a tech to come and fix my treadmill-that is what i payed extra for to be covered. model number ntl17915, agreement number warranty ********.

  

  Business Response

  Date: 02/02/2023

  Hello-

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

  After reviewing your account we have noticed that you are currently still waiting on one part to ship. It does look like this part is currently out of stock but we are expecting a shipment in within the next few weeks and will get that shipped out to you as soon as possible. The technican will be notified once all the parts have been recieved and then will reach out to schedule your appointment. 

  If you have any further questions, please feel free to reach out to our ************************** at 1-833-680-iFit (4348)