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:01/25/2023

  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.

  IFit did a software update sometime in January that rendered my $1,800 treadmill useless. My treadmill is the Nordic Track Commercial **** Model# NTL14119.1. Sometime in early January, a software update was pushed down to the treadmill. Afterward it was just stuck on the white iFit screen. Tried rebooting and nothing happened. Tried factory resetting multiple times and the screen won't even come on. I called a local repair shop and they said it was a console issue. The treadmill was kept in a climate-controlled room and taken good care of. I've tried calling but am put on hold for hours. Why has there been no communication from iFit of this issue??? This update bricked countless consumers' equipment.

  

  Business Response

  Date: 01/31/2023

  Hello-

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

  
  We have sent this information over to our iFit software team for you and had them further review your account. They have confirmed they are going to have a representative call you today to troubleshoot and resolve the software issues you are experiencing. 

  
  If you have any further questions, please contact our iFit software team directly at **************.

  
  Thank you     
  

  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18894640
  
  The company has emailed me and I have provided my information, but I do not have an order or replacement confirmation.  I am rejecting this response because:
  

  low confidence in replacement being sent.

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

  

  Business Response

  Date: 02/02/2023

  Hi *********, 

  Your part order number is ICS9598001.  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
  
  

• Initial Complaint

  Date:01/24/2023

  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.

  Our Proform 5000 treadmill is under warranty for the drive motor. Our drive motor was not properly functioning 13 months after purchasing the treadmill. We had an expert come out and he diagnosed the issue as a drive motor. We were instructed to call customer service as this is still under warranty. I called on 12/14/22 and sent the video of the treadmill, receipt to prove purchase, and picture of the serial number and I was told I would be sent a confirmation email, which I never received. I called back on 12/22/22 and was told that the drive motor was never ordered and that the drive motor would be sent out in 10 business days. This time I did receive a confirmation email; however, we have not received a drive motor. My husband called on 1/20/23 and was told that the drive motor request was never processed through the warehouse and that I would receive a confirmation email in 24 business hours. I never received this email. We are being given the run around and have been without a treadmill for at least two months and the treadmill is just over a year old.

  

  Business Response

  Date: 01/27/2023

  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 this order for you and the drive motor is currently on back order.  We are working on getting your shipped out to you as quickly as possible.

  Thank you!

  Customer Answer

  Date: 01/28/2023

  
  
  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. They already sent the drive motor; however, I find it very suspicious their response about back order and once the Better Business Bureau is involved they can find a drive motor to ship. I do not agree that this company should have an A+ rating, because they jerk their customers around until you are involved. I am concerned for the customers that do not realize that the Better Business Bureau exists to help them!
  
  
  
  Sincerely,
  
  ******** ************
  

• Initial Complaint

  Date:01/24/2023

  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 an NordicTrack Exercise Bicycle from IFIT with an Extended Warranty.A defect occurred and I attempted to call the company.I called at around Noon Eastern Time and received a call back 2 hours later at 2PM ******. When I explained my problem, I was switched to the ***************** where I was put on hold for over 3 1/2 hours until a woman **** got on the line. She acknowledged that I was under extended warranty and switched me again at 5:34 EST..to the EXTENDED ******************* where I am still waiting at 5:48 PM EST.This company tries to void their warranty obligations by making it nearly impossible to reach them.

  

  Business Response

  Date: 01/27/2023

  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 as you are covered under the extended warranty, you will need to contact our extended warranty department (***) at ************** for assistance.

  Thank you!

• Initial Complaint

  Date:01/24/2023

  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 treadmill from iFit. In late-November 2022 or early-December 2022, they automatically pushed out a software update to the machine which has left it inoperable. I contacted support on 12/2/2022 and they agreed to send a replacement console to repair the machine. It has now been 7 weeks and the part has still not shipped. Now when I call iFit support I am left on hold waiting multiple hours to talk to someone but never get anyone to answer. Also, they are not responding to emails.

  

  Business Response

  Date: 01/27/2023

  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 order and I do see the console is currently on back order.  Once we receive a shipment we will have it sent out, we apologize for the delays!

  If you have any further questions, please contact our Billing and Returns team at ************
  
  Thank you
  
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18891926
  
  I am rejecting this response because:

  I was originally told the part was in stock and would ship in **** business days. After not receiving it within that time, I was told it could take up to 6 weeks. It has now been over 8 weeks and the replacement part has not shipped. Additionally, I am no longer able to successfully speak to anyone when contacting support. I have called several times and waited for an agent. One time I left it on hold for over 3 hours. Also, I have submitted several support cases to be contacted and have not received any calls or emails. Although the confirmation emails say if it is urgent to go to the ifit site and chat with them. It is only a bot you can chat with, once you request an agent it just opens another support request case with no contact besides the confirmation email. I have now been without a functional treadmill for over 2 months.

  In addition to this, it appears my machine as well as many others' machines were pushed an update from iFit that caused them to no longer function. There are class actions in progress. This could explain why the console is now on backorder. It would be great if iFit acknowledged this publicly, explained how they plan to resolve it, and start providing accurate times for resolution.

  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.
  

  I have reached out to our parts team and they stated if you would like it shipped without written instructions for installation we can have the part sent to be built without this to get it to you quicker.  If you would like this, please let me know and I will let our parts team know.

  Thank you!

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18891926
  
  I am rejecting this response because:

   

  Yes. Please send the part ASAP. Without instructions is fine for now. 

  
  
  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 have reached out to our parts department and asked them to have this shipped to you as quickly as they're able without the written instructions.

  Thank you!

• Initial Complaint

  Date:01/24/2023

  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.

  In October 2022 my elliptical broke after owning the machine for a little over a year. I reached out to ProForm/I Fit to request someone fix the machines as I believed it was still under warranty. They sent an individual to assess the machine and they placed an order for parts. The parts arrived in mid November and at that point put in multiple phone calls to ProForm/IFit informing them the parts have arrived and was now needed the tech to come back out and install per the package I had to pay for as they said labor was no longer covered. After numerous calls and chats requests to ProForm / I Fit they finally sent someone in Mid January (over 10 phone calls/emails/chat logs) to get someone to my house. When the tech came to fix the machine he informed me that he forgot to order some parts and I would need to order them. Once again the cycle begins. Try calling ProForm / IFit and you sit on hold for hours and no one picks up the phone to assist. This company is horrible to work with

  

  Business Response

  Date: 01/27/2023

  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 as your labor warranty has expired we are unable to set up a technician for you.  Please provide an image of your receipt from the time of purchase and we can get the requested parts ordered for you.  If you'd like a technician to install the parts, you can contact our non warranty department at ************ for assistance.

  Thank you!

• Initial Complaint

  Date:01/24/2023

  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 my NordicTrack Elite **** treadmill in March 2020. On January 23, 2023, a white screen blinking "iFit" came across the screen for about **** seconds before the treadmill ultimately went dark and no longer turns on. Upon review of complaints, sources, reviews on the internet, it appears that an iFit update being forcefully pushed to the treadmill has caused treadmills throughout the country to stop working and unable to turn on. When the customer service number for ****************** is called, no one answers. When a chat is initiated on the website, a sales person says they are the wrong department and then it redirects to a link to chat with the same person.

  

  Business Response

  Date: 01/26/2023

  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, the machine is no longer covered under the manufactures warranty.  Please contact our non warranty department at ************ for assistance.

  Thank you!

• Initial Complaint

  Date:01/24/2023

  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.

  IFIT update/application crashed or "bricked" my console! My Machine is out of warranty and they are not taking responsibility to something they are at fault for. My machine is under 3 yrs old, i should not have to pay for some issue that the company implemented themselves.

  

  Business Response

  Date: 01/27/2023

  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 see a console has already been ordered by an agent for you.  Your order number is ICS9591804.  You can track that at the link below:
  **************************************************************************
  

  Thank you!

• Initial Complaint

  Date:01/24/2023

  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 Nordic track treadmill model NTL14119 2 years ago. On November 28th it stopped working. I called their customer service number, after troubleshooting we discovered the motherboard was fried. I was told a new motherboard would be ordered and shipped and it was still within the warranty. The order number is ICS9549129 I was told it ship within the week and is very easy to install once I receive it. It has now been 2 months and I have not received it. I have emailed the company multiple times with no response. I have called multiple times and have been on hold for hours. After waiting on hold eventually a person will tell me it has been ordered. No one is able to tell me when it will actually ship. I am very disappointed and dissatisfied with the customer service in ********************* service department.

  

  Business Response

  Date: 01/26/2023

  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 this part order and I do see currently the *** for this part is 2/28/23.  Once we receive a shipment of the part we will have it shipped out to you.

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

  Thank you
  
  

• Initial Complaint

  Date:01/24/2023

  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.

  In looking at the complaints filed here I am having the same issue as others who bought a Nordic Track treadmill and due to an update in December my treadmill has stopped working completely. Ifit failed to tell me about the update and just said they were sending me a replacement part. I have spend hours on hold in chats and phone, sent emails and no response after filing my claim. I have the order number and I want to know when I will get my order, it has been over a month. When I did speak with someone they said the order was in their warehouse. This is my order number ICS9565774. I even sent emails to support and customer service per the ****************** website since this product has their name on it and the email came back undeliverable. I just want an answer and I want my part for this $1700 piece of useless equipment.

  

  Business Response

  Date: 01/26/2023

  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 this for you and that part is currently on back order.  Once we receive a shipment we will have it shipped to you.

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

  Thank you
  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18889101
  
  I am rejecting this response because: It tells me to call the **** number and the hold times are ridiculous. They only responded to you because they have to.  I was told for 2 weeks that the part was in their warehouse waiting to ship, it does not answer how long backorder will be since it has already been over a month. How much longer do I need wait. Thanks for your help in this matter. The fact of the matter is they failed to tell me about a system update that not only caused my treadmill to be non-functional but probably 1000's of others. I want a refund for the $400 i pay annually that they just charged me.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/26/2023

  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.
  

  Currently the best ETA we have is 2/28/2023.  Once we receive a shipment we will have your part shipped out.  We are very sorry for the delays!

  Thank you!

• Initial Complaint

  Date:01/24/2023

  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.

  My NordicTrack Commercial **** stopped working in Dec 2022. I called iFit support on Dec 15 2022 and they walked me through a process in an attempt to reset the treadmill to its factory defaults. I was told that they would send a new console and was given an order number to track the shipment. It has been over six weeks and the the console has not shipped. I can't reach support over the phone or through the chat.

  

  Business Response

  Date: 01/25/2023

  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.