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

  1410 Willis Rd North Chesterfield, VA 23237

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:01/07/2025

  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 Commercial 1750 and have had consistent problems. The machine has broken down 4 times, and a repair man has been to my house 6 times already. I initiated a report in December of the most recent breakdown, and my warranty expired January 1st. I was told not to worry, my warranty was still active. They sent me the parts, but by the time they arrived and I called to schedule the repairman, they tell me my warranty is no longer active and I will have to pay for the repair person myself. Despite my initiating the claim prior to the expiration and them even telling me that it was still active. I have not been able to use the machine almost as much as I have been able to due to it being non functional and waiting for repairs multiple times. Once, I was injured when the machine was not fully repaired and I tried to put a part back on myself, which resulted in me getting stitches. I was told those expenses would be covered, but never heard back on that. I wasn’t really that concerned about the medical expenses, as I have medical insurance, but I was more so trying to express frustration that I have had so many problems with this machine. Now it is broken again and they are saying I’m out of warranty, even though I initiated the claim before it was expired. The only resolution that they have offered so far was to forward my feedback on. I want to warn others of this so that they are not spending thousands on a machine, hundreds of dollars for a warranty and hundreds of dollars yearly for a subscription for a machine that will not function for long. I am stuck with a nonfunctional machine after all of this money being spent.

  

  Business Response

  Date: 01/08/2025

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  Looking into your account it does look like a tech has been requested to come install the parts. Your service order number is **********. Please allow 3-5 business days for the tech to reach out for scheduling. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

• Initial Complaint

  Date:01/06/2025

  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.

  I purchased my machine 12-18-2023. We got the new update (NOT beta), the actual update to 2.0. And it worked AMAZINGLY. Then they took it away and said my machine didn't qualify. My machine was LESS than a year old. They had to have known this when they sold me the machine. They did not tell me prior to my purchase that machine would be ineligible for the new interface. Also it gives me the option to update to the 2.0 on my machine, but was told by customer service I can't do it. As expensive as the equipment and monthly service charges are this is not acceptable. I feel like I have been bamboozled. The machine is very much capable of running the 2.0 as it did it for months without issue. I feel very deceived.

  

  Business Response

  Date: 01/08/2025

  ******,

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company.
  
  

  What I would be able to offer you would be the below two options. Please let me know if this would be something we can proceed with and we'll get you taken care of.

  Option 1- 40% off With this option, the new equipment would be delivered, and setup! (Free Installation)

  Option 2- 50% off With this option, the equipment would be delivered curbside and you would have to get it inside, assemble the equipment. Would need to pay for assembly if that is something you would want!

  Thanks!

  
  

  Customer Answer

  Date: 01/08/2025

  
  
  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:01/06/2025

  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.

  Transaction date 12/31/24
  In order 2 parts for an exercise machine, was charged for 2 but only received 1.
  I spent an hour on the phone with Lanza asking to speak to a supervisor but she refused. I asked to just send the missing part and she insisted she needed proof of purchase. I asked her to look up the invoice, I gave her PO number **********, order#******, and customer#***** she informed me she could not access the invoice.

  

  Business Response

  Date: 01/07/2025

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your order. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  After looking into your account it shows that the roller was submitted yesterday 1/6/2025 for replacement. Your order number is **********. Please allow 7-10 business days for shipping. 

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

• Initial Complaint

  Date:01/04/2025

  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 companies customer service is maddening. They do not want to speak to their customers. I've now spent about 7 hours trying to resolve what should be a simple problem. I purchased a Nordic Track from Ifit about a year or so ago. A commercial 2450 model. It works fine. They recently updated the software. The result is I can't login and use the machine. They have a customer phone number. I called and gave up after 35 minutes on hold. While on hold, a recorded voice repeats every so often how helpful it would be to just go to their website and communicate with an expert. I've done that a couple of times. It a robot. For my purpose its useless.
  
  I've tried everything I can think of with no success. The login process leads me to create a new account. I don't need to create an account. I have one and have paid my membership through March of 2026. I can access my account information at there site online. It reflects my paid membership as stated. I'm in a circular **** with a $4000 machine. It works fine but I cant activate it. *******

  

  Business Response

  Date: 01/06/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  We apologize for the experience you have had, We would like to perform a paperclip reset on your machine. Resetting the console typically requires 2 people, but may be completed with 1. Please follow these steps:

  
  1.Turn the machine off at the power switch or unplug it.
  2. Find a paperclip and bend the outside wire to make an L shape.
  3. Locate the paperclip reset hole on your machine. This can be located on the back or side of the console. (For instructions and diagrams specific to your machine, these steps can also be located in your owner's manual under the "Maintenance and Troubleshooting" section)
  4. Press and hold the paperclip in the hole.
   5. When the button is pressed, you will feel an obvious click.
  6. Power the machine back on while holding that paper clip button down at the same time.  Continue to hold until you receive a message on your machine. Often this says "Installing System Update" 
  If the reset was successful, the machine should reboot to a blue "Congrats on your New Equipment Page"
  Walk through the machine set up process and allow the machine to update. If it does not automatically attempt to update, you can check for updates by navigating to the Maintenance screen located in the Settings.
  
  NOTE: This process will reset the console to its factory settings. You will need to have your Wi-Fi password and your iFit account information handy to re-enter it. This will not affect saved stats (which are on our iFit servers).

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

• Initial Complaint

  Date:01/03/2025

  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’ve had bad experiences with IFIT customer service reps and the old version and the new beta version of the software have messed up my machine.

  

  Business Response

  Date: 01/06/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  

  We are happy to get this resolved for you. Could you please give us more info on the issue you are experiencing along with any photos of your screen so we can see what's going on. 

  Once we hear back from you we are happy to move forward with getting this resolved for you. 

  Thank you 

  Customer Answer

  Date: 01/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  I’ll call this week 

   

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

  

  Business Response

  Date: 01/07/2025

  Hi ****, 

  Thank you, anything you can provide will be grately appreciated, if you would like you may also email us the visual to ********************** 

  Thank you 

• Initial Complaint

  Date:01/01/2025

  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.

  Bought treadmill and in 2023 and broke my leg not to long after starting to use this. Took about a year to start using this and just recently did last upgrade on machine for the software and now cant use the treadmill and no one responds to messages and hours on hold if you can get a phone call in. This is an expensive machine and they cant get better customer service? Let alone the monthly cost of the programs. Would like my machine back up and running at their cost.

  

  Business Response

  Date: 01/02/2025

  Hi ******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  We've sent you an email from **************************************** so that we can get some additonal infomation regarding the isues you are experiencing. We look forward to hearing from you soon. 

  Thank you

• Initial Complaint

  Date:12/31/2024

  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.

  The tablet does not connect to the WiFi. Error code *****.This problem has been going on and recently became worse. Tried to resolve the connection issue with iFit customer Service representative ***** on December 27, 2024 2:19 PM. After spending 2.5hrs on the phone with her, the problem remains unresolved.Additionally, she said she will request a new tablet to be sent out and that she would send an email to me, so far nothing.Furthermore, I checked my account online and see that the case is closed.

  

  Business Response

  Date: 12/31/2024

  Hello Satya, 
  Thank you for taking the time to address the issues you have encountered with your Treadmill. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  We're unable to send out a replacement console as the code ***** reported is Wi-Fi related. I would be happy to deep dive into this issue and determine what could be causing this.  

   

  I would like to run a RouteThis Scan to better understand how the machine and your network are communicating as well as check for interference between the two. This will need to be done on a separate smartphone or tablet. Ensure the machine is on and connected to WiFi during the scan.
  1) Make sure the device is connected to the same network the machine is connected to.
  2) Download the 'RouteThis Helps' Application from the App Store or ****** Play Store
  3) Open the Application after it is installed
  4) Click Begin
  5) Enter "IFIT" as the four-letter code
  6) Respond to this email with the generated Key it gives you.
  7) Once you get that key, make note of it and follow the prompts to perform the test.
  While performing the test, please leave the application open throughout the whole test. As well please ensure your device is near your router during the scan for the best results.
  Once the test is completed, please send the generated key here.
  

   

  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
  

• Initial Complaint

  Date:12/30/2024

  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 1750 Treadmill from Canadian Tire in October 2020. Sometime in 2024 a few days after using the treadmill the screen turned black and the treadmill stopped turning on. I believe I connected to **** and the treadmill installed an update which bricked the treadmill and rendered it inoperable. The ********* has not worked and a factory reset does nothing. **************** is unresponsive and has done nothing to assist. I would like a replacement console so the treadmill works again. It is unreasonable that a software update would destroy the machine completely rendering it unusable.

  

  Business Response

  Date: 12/31/2024

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  After reviewing your case and account, we have a couple questions and things we need to  have you do. Can you please tell me if there is a blue bluetooth light that is still lit on the machine with the screen black? also We would like to perform a paperclip reset on your machine. Resetting the console typically requires 2 people, but may be completed with 1. Please follow these steps:
  Turn the machine off at the power switch or unplug it.
  Find a paperclip and bend the outside wire to make an L shape.
  Locate the paperclip reset hole on your machine. This can be located on the back or side of the console. (For instructions and diagrams specific to your machine, these steps can also be located in your owner's manual under the "Maintenance and Troubleshooting" section)
  Press and hold the paperclip in the hole.
   When the button is pressed, you will feel an obvious click.
  Power the machine back on while holding that paper clip button down at the same time.  Continue to hold until you receive a message on your machine. Often this says "Installing System Update" 
  If the reset was successful, the machine should reboot to a blue "Congrats on your New Equipment Page"
  Walk through the machine set up process and allow the machine to update. If it does not automatically attempt to update, you can check for updates by navigating to the Maintenance screen located in the Settings.
  
  NOTE: This process will reset the console to its factory settings. You will need to have your Wi-Fi password and your iFit account information handy to re-enter it. This will not affect saved stats (which are on our iFit servers).
  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you
  
  

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22745895
  
  I am rejecting this response because:

  There is no Bluetooth light. The paper clip reset did not do anything. The treadmill screen is black. 

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

  

  Business Response

  Date: 01/02/2025

  Hi *******, 

  Thank you for verifying, can you please verify if you have a green light on the power adapter and lights on your control board indicating power? 

• Initial Complaint

  Date:12/30/2024

  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.

  On December 30, 2024 I responded to an IFIT promotion directly from an email they had sent to me to restart my membership. I have two pieces of their equipment a treadmill and the Vue mirror (which is useless without membership). I am not in a cycle where when I go to myfit. (suggested by them) there is no recognition that my payment has been updated. Both machines give me QR codes to scan with my phone or to use blue tooth to recognize but this does not work to access the content. I even downloaded the Ifit app and it too asks to charge me again for a membership. I have already on the 30th paid for a membership (monthly) and with charged been charged $42.00. I am only able to get a chat bot to help me and it's useless. I was on hold for over 60 minutes and hung up on twice before even reaching and agent. I just want to be able to use this or get my money back and ensure they don't charge me again next month.

  

  Business Response

  Date: 12/31/2024

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your membership. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  After reviewing your membership it appears that it was never applied, I'm happy to get that resolved for you, can you please send me a copy of the payment receipt you received upon purchase? 

  Thank you 

• Initial Complaint

  Date:12/30/2024

  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 called customer service and spoke to Yam Labarro. I asked her to provide me with instructions on how to use my recently purchased NordicTrack treadmill without a subscription. I spent 45 minutes on the phone with her and she would not answer my question.

  

  Business Response

  Date: 12/31/2024

  Hi *******, 

  We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  We are sorry for the experince you have had, we would be happy to answer any questions that you have regarding manual mode. please respond to this with any questions that we may answer for you. 

  I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 
  Thank you