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 77562-3812

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  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:01/19/2023

  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 Treadmill about 2 years ago. December the treadmill stopped working. I called them and they told me they need to send a new part. I has been now over a month and Im still waiting to find out when my part is coming. I have called many times and put on extremely long hold times, got disconnected and had to re go on hold. I placed myself on call backs and no one has called back. I think its terrible customer service if it takes over a month for a part to come in and its not even shipped to my house. I finally got in touch with a live person today and they told me its in process could get an email in a few days to get tracking information . This is terrible thats taking this long.

  

  Business Response

  Date: 01/23/2023

  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.

• Initial Complaint

  Date:01/19/2023

  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.

  Product (X32i treadmill) was ordered on 12/15, and delivered in later December, 2022. During assembly a defective part was noted. Contacted company on 1/5/23 to resolve problem. Company agreed part was defective and stated a new part would be received in **** business days. Since this is not a user serviceable part, company also stated that a technician would call to arrange installation. Two weeks later, neither the part was received, not was any contact made by a technician. No communication received on either issue. I contacted the company 1/17/23 and now am told, "the part is big so must go by freight. This will take 2-3 weeks" and "no technician is available in your service area so you'll have to find your own". As of today the part has still not been shipped, rendering the treadmill completely non-functional. Opportunities for adequate customer service by ********************** identified:1. Quality control on parts shipped 2. Reasonable customer service availability (each contact took more than 1.5 hours to initiate)3. Reasonable replacement part shipping times 4. Communication with the customer.5. Contracting with technicians to fix problems caused by NordicTrack's poor quality control rather than putting this burden onto the customer

  

  Business Response

  Date: 01/23/2023

  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 spoken with our billing team, if you would like to install the part yourself, we can offer a discount of $198.50

  Please let us know if you would like to do this.

  Thank you!

• Initial Complaint

  Date:01/19/2023

  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.

  We bought a treadmill from Nordictrack in December of 2018. I use it everyday. We bought the extended warranty. On Christmas Eve of 2022 I went to use it and it made me log back in as a user, as I did it said an error had occurred and flashed to a black screen with a flashing robot and a message for an error API:3. I tried factory reset and it still will not work. Contacted customer service for a claim and was informed a new console was being shipped. It has not shipped, I have no info on status, cannot get ahold of anyone thru customer service and have found out this has happened to hundreds of other people and have no new consoles yet.

  

  Business Response

  Date: 01/22/2023

  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 was unable to pull up an account with the provided information.  Please provide the machines serial number and the phone number and email associated with your account.

  Thank you!

  Customer Answer

  Date: 01/22/2023

  IFIT, 

   

  My name is ************************* and my email is ********************* and my number is **************. My treadmill serial number is ******* and the treadmill is a NordicTrack Commercial 1750

   

  thank you. 
  *************************

• Initial Complaint

  Date:01/19/2023

  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 "liquidated machine" in November 2022. I ordered and returned a part for it in which they received on 12/19/2022 nd did not issue a refund. (approx $100). When trying to contact them they just transfer you back and forth between departments, each saying they can't help and I need to go back to the other. I have spent 30 plus hours on the phone plus online chat. I have asked repeatedly to speak to a supervisor and they claim they don't have them. On December 8th I purchased a new Commercial **** machine for $2599 plus another $500 for an extended warranty. It came with a bad belt and video issue. They sent a new console stating it would fix the video issue, it did not. It has been a week since I informed them that the issue is still happening and they have stopped responding. Today I tried to initiate a return/refund for the machine and they are invoking their $250 plus 10% policy for a machine they cannot fix. this company needs to be shut down. It is obvious from the many forums on line that I am far from alone.

  

  Business Response

  Date: 01/22/2023

  Hello-

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

  As the order was placed online, you will need to contact our non warranty department for assistance at ************.

  Thank you!

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising 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.

  This is a follow-up to complaint #********. After being told, yet again, the item would be shipped in **** days I still do not have a replacement part. I have now had an unusable treadmill since August of 2022. If iFit is unable to provide warranty support as advertised I am requesting a replacement machine, which can be serviced if needed, and for the company to stop advertising a lifetime warranty on components which cannot seem to be provided by the manufacturer.

  

  Business Response

  Date: 01/23/2023

  Hello-

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

  I do see on December 27th a build and ship was approved.  These can ***********-8 weeks to arrive to you from the date the form was approved.  We are working on getting your part out to you as quickly as we are able.

  Thank you!

  Customer Answer

  Date: 01/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is still unacceptable it took from October 27th, 2022 to December 27th, 2022 and a complaint to the BBB for iFit to approve the form to build the part. I accept this response for now and will reevaluate at the 6 week **** which is beyond the scope of this complaint. 
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:01/19/2023

  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.

  Multiple attempts have been made to contact this company to resolve an issue with my treadmill. I have called x 4. Three of these times I have been transferred to a number where I have been placed on hold and waited over an hour with no pick-up. The fourth time I was given the direct number which led me to the same result of holding with no one picking up. I have submitted an online request twice for assistance. After the second submission, I received a reply back thank you for contacting ifit, but have not received any follow-up since then.

  

  Business Response

  Date: 01/22/2023

  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 reviewed your account and see an issue with your console displaying not receiving power, is this still the issue you're having? If so please provide a video of the LED lights on the controller, please try a pinhole reset, and with the machine unplugged please make sure all wires are secure.

  Is the Bluetooth button on the console lighting up?

  Please provide the machines model and serial number and an ********************** of your receipt from the time of purchase.

  Thank you!

  Customer Answer

  Date: 01/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  There are no LED lights on the controller to video.  I have attempted to manually reset the treadmill with no results.  The wires seem to all be in place.  The Bluetooth light on the treadmill is flashing when the treadmill is plugged in and the power is on.  I have attached a screenshot that has the serial number, treadmill type, and date of purchase.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/23/2023

  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 gone ahead and ordered a new controller for you.  Your order number is ICS9588914.  You can track that at the link below:
  **************************************************************************
  

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions, or if you are experiencing any further issues.
  
  Thank you 
  
  

• Initial Complaint

  Date:01/19/2023

  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.

  This is regarding order ICS9509762 which was placed in October 2022. After a firmware update, my treadmill console froze and I reached out to support for assistance. I spoke with a rep named ****** who proceeded to instruct me to "tap" the screen and after no result she placed an order for a replacement console which was still under warranty. She advised it would be a few weeks but would receive email confirmation when it was ready. It's been over 3 months and I have seen no update to my order, even after speaking with reps ia phone and chat various times. My last contact was on January 9th via chat where a rep stated the order was waiting on instructions prior to shipping (no longer waiting on replacement parts) and asked if I wanted to continue waiting or if it could be sent without instructions. Since I still have my owner manual, I said to please go ahead and ship and I will be able to install it. She said that would be fine and said I'd receive shipping information within 48 hours. It's been 9 days since that chat and I have received no email and my order status still says Validating Order.While I understand issues with supply chain may have caused a delay in the past, I am extremely frustrated and disappointed in the time this has taken, particularly now after being told it was ready to ship 9 days ago.

  

  Business Response

  Date: 01/22/2023

  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 your order shipped on 1/20/23 and is expected to arrive to you on Tuesday.  ******** tracking number is 1ZX8444W0347141510

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

  Thank you!

  Customer Answer

  Date: 01/23/2023

   
  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 can confirm the order is on its way the day after submitting this complaint and calling iFit again for a status update.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/19/2023

  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 purchased a Ifit treadmill in ********** in ****** **. I also Purchased membership and warranty with Ifit. My treadmill Console has a white screen and I am unable to workout on my treadmill. I have called Ifit who send over one of their Technician ************************* ifit who checked out my treadmill and confirmed it needs a new consol. Since then I cancelled my monthly payment for my home gym, because my treadmill is broken and money is still coming out my account. However, I am waiting approximately 3 months now for a Consoel, each time I called Ifit staff keep saying it will arrive in two weeks, I am still waiting a Console for my treadmill to be functionable. I paid all the relevant money for this service and still I am not getting the service in which they promised to me. Contact no. I have for Ifit is ************. The Technician no. ************. I am not sure exactly where the office is located. Can you help me please. Warm regards. IC

  

  Business Response

  Date: 01/22/2023

  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 your console shipped on January 19th and is expected to arrive to you on *********************************** tracking number is 1ZX8444W0347132511

  Thank you!

• Initial Complaint

  Date:01/18/2023

  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.

  I was going for a run on my treadmill this morning when I was prompted to re-login to IFIT app on my Proform Pro ****. After logging in, a pop up message displayed update error and asked to reboot power. It did not allow me to click on anything on the screen as it was unresponsive. So i rebooted power as directed. After reapplying power, screen turned on and Ifit Logo displays on a white screen. This Screen continues to reboot about every 15 seconds and the ifit logo on white screen keeps looping continuously. I tried resetting treadmill via paperclip into pinhole as directed in the manual and on ifit website for troubleshooting multiple times with no results. My unit is less than 3 years old, still on my original ifit membership and my screen now appears to be bricked..hundreds of people online are having this same issue just recently as I have after this recent update push. Now my treadmill is unusable. Sounds like a class action lawsuit is coming if it hasn't already. I am not going to pay for a part that this company is responsible for making it inoperable. Especially trying to charge half of what the unit cost me in hopes to someday receiving a replacement part.

  

  Business Response

  Date: 01/22/2023

  Hello-

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

  Please provide a video of the issue and verify the following information so we can get the machine registered.

  FULL NAME:
  PHONE #:
  2ND PHONE # (optional):
  EMAIL:
  SHIPPING ADDRESS:
  MODEL #:
  SERIAL #:
  DATE OF ****************** OF PURCHASE:
  

  Thank you!

  Customer Answer

  Date: 01/22/2023

  
  Complaint: 18835964
  
  I am rejecting this response because:
  

  Here is my information:
  

  FULL NAME: ***************************** & ***************************
  

  PHONE:  ************
  

  2ND PHONE: ************
  

  EMAIL:   ********************************  /  *************************
  

  MODEL #: PROFORM PRO ****   PFTL13118.1
  

  SERIAL #: *************
  

  DATE OF PURCHASE: 01/24/2020
  

  PLACE OF PURCHASE: proform.com
  

  The IFIT Loop loading and reboot video is too large to be loaded via this website. If you can communicate with me directly I would gladly provide a video. I have been calling for the past week and I have been waiting on the phone for over thirty minutes with no responses multiple times.

  
  Will we be receiving a replacement? If so, when? & please forward to email ***************************************
  
  Sincerely,
  
  ******* & ***************************

  

  Business Response

  Date: 01/23/2023

  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 having an IFIT agent reach out to you so they can view the video.

  Thank you!

  Customer Answer

  Date: 01/25/2023

   
  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 for now. Company stated it will provide replacement part when part comes in stock in the next couple of months. We shall see.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/18/2023

  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 relased a software update that is destroying consoles on their workout equipment. If you search the internet this is affecting so many people. I have a 2 year old treadmill and after the software update my console will not work and ifit tells me I have to pay 300 plus dollars for a new console.

  

  Business Response

  Date: 01/22/2023

  Hello-

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

  Please try a pinhole reset on the console and then provide a video of the issue you're having with the console.  Please also provide the machines full model number.

  Thank you!