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

• 

  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

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:06/07/2025

  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.

  On or around May 19 I called IFIT to schedule an appointment to have a maintenance call on a proforma exercise bike thru an extended warranty contract with Universal Technical Services also in Logan Utah. The protocol is to schedule thru IFIT and they contact UTS to schedule. Upon scheduling the appointment I was informed an additional charge would be added due to excess mileage. Granted those terms are in the contact and I was charged $126.00. As excessive as the charge is I agreed to pay it for a maintenance and repair call. The repair tech scheduled the call but the repair parts never were received until 4 days after the repair tech had been here. There was nearly a 2 week interval between the time the part was ordered and the time the repair tech was scheduled. There was no reason why the part did not arrive other than the fact it was not ordered as confirmed by the repair tech. So I paid $126.00 plus a contract fee to have a warranted repair done on a Proform exercise bike that my husband had to do when the part finally arrived. It was a very simple repair but one that was under the warranty contract and would have been done by the repair tech if IFIT had ordered the part and had it delivered in a timely manner. This is typical protocol. This company sends out a tube of bearing grease every year a maintenance call is made. It generally arrives 2 business days after the call request. Wonderful news. There is nothing on the exercise bike that requires lubrication. Every bearing in the equipment is sealed. I feel as though IFIT needs to credit my account for $126.00 because of the following: 1. The repair tech does not receive the money for the additional mileage. It becomes a profit center for the company. 2. The repair part was not ordered in a timely manner. This prevented the repair tech from performing the repair that I had paid for.

  

  Business Response

  Date: 06/09/2025

  ********, 

  Thank you for bringing this matter to our attention! I am so sorry for the mis-communications, delays, and overall poor representation of our company values. 

  Our Members are our priority, and your experience is far from our expectation. I have put in a refund request for the $126, this will go through an approvals process, and then should be refunded back to the payment method. 

  Again, I am so sorry for this mishap. Please let me know if there is anything more we can assist with at this time!

  Best regards, 

  ****** ** iFit BBB Rep

  Customer Answer

  Date: 06/09/2025

  
  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:05/29/2025

  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 the Nordictrack T Series 5 on 2-23-25 for $600 A week after I started using the treadmill it initiated an incline calibration process when I plugged in the key. I wasn’t sure if this was somehow normal so I didn’t do anything. About a week later when it happened again I called Nordictrack and was walked through manually performing an incline calibration. A week later it happened again. I called and was told to remove the cover over the motor and make sure all the wires were tight. About a week after that, it happened again. I called and a technician was scheduled to come out. I stayed with the technician as he tested all parts of the treadmill and explained that although everything he tested is working properly there is obviously an issue. He explained that when it happens again I need to call Nordictrack back so they could send the technician out again and this time he would replace what he referred to as “the brains” of the treadmill. He explained that this is the control panel. Two days later it happened again. I called Nordictrack back expecting to have a technician sent out when instead I spent over an hour arguing with a representative who refused to connect me with management and insisted I redo ever step over again from the beginning. Which I refused because it had already been done. Eventually I was connected with a supervisor who said I would need to send a video of the incline calibration process before they could proceed any further. I took a video of myself powering on the machine and plugging in the key. I promptly emailed the video to the supervisor who replied to the email by stating that this is a “normal” process. I then replied asking how it’s “normal” that this happens this frequently when I was told by one of the representatives that this should only happen once every several months. My email was never answered. My in laws purchased the same treadmill a month before mine and this has never happened. I want this fixed!

  

  Business Response

  Date: 06/02/2025

  Good Afternoon ******, 

  First and foremost, I want to apologize for the grievances you are experiencing with your treadmill. I can certainly understand why this would be frustrating!

  To confirm, the issue you are facing is in regards to the units incline feature. It is not that the incline doesn't work, but rather that the machine is completing very frequent incline calibrations. Is this correct?

  Please advise if so, and I will personally assist with getting both a part and service order arranged on your behalf. Thank you for giving us the chance to make this right. 

  Best regards, 

  ****** *****, iFit BBB Representative

  Customer Answer

  Date: 06/02/2025

  
  Complaint: 23394987
  
  I am rejecting this response because:
  I want to ensure this issue has been resolved before closing out this case. Yes it is correct that the issue is very frequent incline calibrations. Can you please contact me personally asap at ****************** to have this repaired? I have been dealing with back and forth from this company for months. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/06/2025

  ******, 

  I have sent you an email so that we can find a time to connect directly next week! 

  Have a nice weekend. 

  Best regards, 

  ****** ** iFit BBB Rep

  Customer Answer

  Date: 06/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23394987, and find that this resolution is satisfactory to me.  Parts are being delivered and a technician has been contacted for repair.
  
  Thank you very much,
  
  ****** ******

• Initial Complaint

  Date:05/22/2025

  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.

  We ordered a Nordictrack a year ago, the machine broke after 6 months, it has been another 6 months with multiple attempts at getting someone to come out to fix the machine to no avail. We have taken multiple days off to try and make time for these service appointments for the machine. Any attempts at returning the machine or getting a refund are being refused by the company. their customer service is unprofessional and incapable. The machine has been broken for a considerable length of time, Nordictrack has been entirely unhelpful in resolving this situation, wasting hours of our time over the phone with their only recourse to offer "to reschedule the technician." At this point we refuse, as we are only interested in getting a refund. Their customer service is abysmal, it is absolutely criminal that they allow you to buy a machine they are unable to repair if it breaks. At no point was that ever mentioned, that they don't have any staff capable of repairing the machine if it breaks, as we've been trying to schedule that for 6 months now. After numerous attempts to schedule with them over the phone and through email, we managed to set one up. We previously had a service ticket open for months without anyone attending to our issue, despite follow up. We had to request off of work to make sure we're available for the repair, however the repairman never arrived. It took months again to reschedule, again we took off and no one arrived. To allow us to purchase a product with no relief for in person technical support and then refuse to refund what has become a completely broken machine is entirely unacceptable as an American business. This is absolutely ludicrous and we rightly demand a refund for the machine.

  

  Business Response

  Date: 05/23/2025

  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.

  I'm having a hard time locating an account for you with the infomation provided. Do you happen to have a service order number that we could reference? any info would be helpful. 

  Thank you 

• Initial Complaint

  Date:05/20/2025

  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.

  I bought a NordicTrack treadmill several years ago that included a screen on the console that would play workout and walking/jogging videos and show your heart rate and miles walked. After a couple of years of use, it then went unused for about 1-2 years. When we went to use it again, the screen was stuck in an endless boot cycle. Resetting the console to factory would stop the boot cycle, but as soon as it was connected to WiFi, it would automatically download an update that would send it back into the boot loop. In other words, an unavoidable update from NordicTrack / iFit broke the screen on my expensive treadmill. The screen broke due to no fault of my own, or anything I did to it. When I asked NordicTrack to provide a replacement for the screen, they had me run through an hour of troubleshooting (things I had already done on my own), and then told me they wouldn’t replace the screen because it was no longer under warranty. A replacement would cost me ~$500. Why is it my responsibility to pay for a replacement screen that NordicTrack / iFit broke with a faulty update?

  

  Business Response

  Date: 05/23/2025

  Hi *****, 

  Thank you for taking the time to address the issues you have encountered with your console. 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 account we would be happy to offer you a 20% discount for the purchase of  a new console. If you would like to purchase please let us know. 

  Thank you 

  Customer Answer

  Date: 05/23/2025

  
  Complaint: ********
  
  I am rejecting this response because 20% off of $500 is still $400 for something that you, as a company, broke. 
  

  To strongly repeat and emphasize — the screen on my treadmill is no longer working because of a faulty update that your company automatically pushed to my device.  You have offered no resolution and no solution to the screen that you broke.  I spent over an hour with your technical support, and they were unable to solve the problem.  The only option they provided me was to purchase a replacement console for $500, as my machine was no longer under warranty. 
  

  As you broke the screen, and not me, the warranty should not apply.  If I sold you a computer with a 2-year warranty, and then on day one of the third year automatically pushed an update to your computer that disabled it, you would insist that I fix it at no cost.  If I told you I wouldn’t because it was no longer under warranty, you would find that response absolutely unacceptable. 
  

  This scenario is exactly the same.  
  

  You broke my device, you need to provide a resolution/replacement at no cost to myself. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/27/2025

  Hi *****, 

  We understand your frustration, as your machine is no longer covered under the manufactuer's warranty a new console will need to be pruchased, We are happy to offer you a final offer of 40% off. This offer is an amazing deal, if you would like to order a new console please let us know. 

  Thank you 

  Customer Answer

  Date: 05/27/2025

  
  Complaint: ********
  
  I am rejecting this response because, as I stated before, whether the warranty is expired or not is irrelevant. 
  

  You broke my machine with a faulty update, and have provided no solution to resolve the issue.  The onus is on you to repair what you broke. 
  

  I am not financially responsible for fixing a treadmill that you broke, as I did not do anything that contributed to the treadmill breaking.  I have treated the treadmill well, and that the console is  no longer working has nothing to do with anything I did, but is fully attributable to your actions.

  Please provide a no-cost replacement so I may repair what you have broken  

  
  Thank you,
  
  ***** *******

• Initial Complaint

  Date:05/19/2025

  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.

  I purchased the NordicTrack Commercial 2450 treadmill directly from NordicTrack’s website. After the included one-month iFIT trial expired, the treadmill became functionally unusable—it shuts off every five minutes, and key features such as streaming apps and workouts are now inaccessible. I was not clearly informed prior to purchase that the majority of the treadmill’s features, including basic entertainment options and even reliable manual mode, would be disabled without a paid iFIT subscription. This experience has left me extremely frustrated. I purchased this treadmill to use indoors for walking during cold/rainy weather and expected that a $2,000+ machine would function independently of a subscription. I attempted to resolve this through NordicTrack customer support but received no meaningful assistance or solution. I am requesting a full refund or a resolution that restores full basic functionality without being forced into a subscription.

  

  Business Response

  Date: 05/19/2025

  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. 
  

  After reviewing your account, we can see that you are outside the return/refund 30 day window. We are happy to make an exception for this and autorize a return however all fee's assoicated with a return are promitted. a 10% processing fee of $244 and a return freight fee of $250 would be deducted from your refund. 

  Please let us know by 5/23/25 if you would like to proceed with a return. Thank you 
  

  Customer Answer

  Date: 05/19/2025

  
  Complaint: ********
  
  Thank you for your reply and for offering a return outside of the standard 30-day window.
  
  
  While I appreciate the exception, I must respectfully push back on the nearly $500 in deductions. The treadmill has not performed as advertised since the expiration of the iFIT trial, and I was not informed prior to purchase that core features—including entertainment apps and even reliable manual operation—would be disabled without a subscription.
  
  
  Additionally, the unit powers off every five minutes, rendering it unusable. These are not buyer’s remorse issues—this is a case of a product failing to meet its advertised capabilities.
  
  
  Given this, I am requesting a full refund with no processing or freight deduction, especially considering the widespread complaints about similar issues. I’ve already submitted a formal complaint to the Better Business Bureau, and I’m preparing documentation for my credit card company if we cannot reach a resolution that reflects the nature of the product’s failings.
  
  
  Please let me know if we can proceed with a full refund. I would prefer to handle this directly rather than escalate further.
  
  
  Thank you,
  
  ***** *******

  

  Business Response

  Date: 05/20/2025

  Hi *****, 

  Thank you for reaching back out, where we are already allowing a return outside the 30 days, we are unable to waive any fees. If you would like to go ahead with the return please let us know so we may start that process for you. 

  Thank you 

  Customer Answer

  Date: 05/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Thank you for your continued correspondence. I appreciate that you're offering a return outside the standard 30-day window. However, I must strongly reiterate that this is not a matter of convenience or buyer's remorse—it's a matter of a product that does not function as advertised.
  

  After the iFIT trial expired, the treadmill began shutting off every 5 minutes and locked me out of basic features such as manual workouts and media apps like Netflix and Prime Video. Nowhere on the product page or during the checkout process was it clearly stated that these core features would be inaccessible without an ongoing iFIT subscription.

  At this point, I’m not asking for a courtesy—I’m asking for accountability. This is a textbook example of product misrepresentation, and I’ve since learned that many other customers have faced the same issue, as reflected in public reviews and BBB complaints.

  To resolve this fairly, I am again requesting a full refund with no restocking or freight fees. Failing that, I am prepared to proceed with:
  - A formal credit card chargeback for merchandise not as described
  - Filing a complaint with the Federal Trade Commission for deceptive business practices
  - Participation in any ongoing or future class action efforts against NordicTrack or iFIT
  
  This product has wasted my time and left me with an unusable treadmill. I strongly urge you to make this right and waive the fees so we can resolve this without further action.

  
  Thank you,
  *****

  

  Business Response

  Date: 05/22/2025

  Hi *****, 

  We understand your frustration but because we are allowing a return outside the return window, we must abide by our policy and charge the fees that are required. Please let us know if you would like to go ahead with the return, to iniciate the return it must be doe by 5/23 otherwise the coutesy return will no longer be valid. Please let us know how you would like to proceed. 

  Thank you 

  Customer Answer

  Date: 05/22/2025

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

  Your 30-day return window is intentionally deceptive. The treadmill required me to activate a forced 1-month trial of your subscription service (iFIT) just to begin using basic functions. This makes your stated return period deliberately misleading, as consumers only realize the treadmill’s full limitations after the trial ends.
  
  
  This tactic is inherently unfair, deceptive, and likely violates consumer protection standards around transparent product marketing. I do not accept your proposed resolution, and I am alerting the BBB explicitly to these nefarious business practices. If you’re unwilling to fairly resolve this, I will pursue further escalation through consumer protection channels and my credit card issuer.
  
  
  Please reconsider your stance promptly.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/23/2025

  Hi *****, 

  We apologize, we are already 13 days outside of the return window at this time, we are unable to waive fees. If we don't initiate a return today, our billing department won't accept one. Please let us know if you would like to move forward. 

  Thank you 

  Customer Answer

  Date: 05/23/2025

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

  
  Hi,
  
  Your refusal to waive the return fees for a defective and misrepresented product is unacceptable. I’ve filed formal complaints with both the Better Business Bureau and the Federal Trade Commission, and I will now be proceeding with a dispute through my credit card issuer. You’ve left me no choice but to escalate further.
  
  
  No further response is necessary unless you’re offering a full refund without fees.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/07/2025

  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 treadmill from NordicTrack, it has broken down 5 times in 2 years. They said they would replace the treadmill but only if a technician said it was not fixable. When the tech showed up he stated that he could not report to NordicTrack that it was not fixable because they would not hire him again as a technician if he did. This technician came out twice and said the same thing both times. I have requested that NordicTrack send me transcripts of all the phone calls and a detailed record of service requests and technicians dispatches and they have never sent the requested information. PLEASE HELP!

  

  Business Response

  Date: 05/08/2025

  Hello, 

  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 account, we confirmed that our product resolution team is working on your case and will contact via email. Please respond if you don't hear from them in 48 hours. 

  Thank you

• Initial Complaint

  Date:05/05/2025

  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.

  In 2021 I received an offer from my company at the time to pick out anything from a 10year anniversary magazine and the company would provide this for us. I picked out a Weider 2980X Home Gym system. This was during covid, which with shipping issues and everything else I did not receive the box immediately. I recently started to put together the machine and noticed a multitude of missing parts. I reached out to the company and they said they could provide the parts but I would need to pay out of pocket. This is ridiculous as the company didn't provide all the proper parts in the first place and for me to pay out of pocket for something I didn't receive doesn't make sense to me. I now had to cough up $122 for replacement parts for a product I didn't even buy, just to be able to use it as I wouldn't be able to re-sell it with missing parts.

  

  Business Response

  Date: 05/07/2025

  Hi *****, 
  Thank you for reaching out, with the infomation provided it comes up with a different name. Could your account be under a different name? We've also receive more then one submission did you happen to submit 2? 
  Any info would be grately appreciated so we may get this resolved for you. 
  Thank you 

• Initial Complaint

  Date:05/05/2025

  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.

  I called the were rude and refused to replace the machine even though the agent said they could

  

  Business Response

  Date: 05/06/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your (machine name). 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.

  After reviewing your account and current cases, we will need a copy of your reciept, a picture of the model and serial number tag off the physical machine as well as photos of the damage to your machine. Once we have this info we will be able to move foward. 

  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: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:I want to know if you will definitely replace it because it is a hassle to do all this. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/06/2025

  Hello, 

  We cannot promise that, we need to see what the issue is with your machine and verify your info before we can make a decision

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Please send me an email. 
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/06/2025

  Please attach the following to this thread, once a BBB is submitted we work directly though this portal. Thank youi

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I can’t it will not let me
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/07/2025

  Hi ****, 

  We've sent you an email to attach your info to. Please reply to the email with the requested info. 

  Thank you 

• Initial Complaint

  Date:04/30/2025

  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 an elliptical in 2022 for $1300. At the time they offered me 39 months financing. I am still in those 39 months and the screen doesn't work. It is clear power is going to it but it is just black. I also have a bike from them and had a similar issue. I spent 2 hours on the phone with a representative trying to fit it. She kept having technology issues and hanging up on me. Its concerning that they even have issues with their techs. Then she told me I would need to buy a new screen that is $660 just to use the elliptical I bought 3 years ago. I spoke to a supervisor and again he said I can give you 10% off. Ok 20% off. Why would I want to continue wasting my money with this company? They are creating sub par products, charging a $39.99 monthly fee to use them and then requiring more than half the price of a new machine to fix them. It is unethical.

  

  Business Response

  Date: 05/01/2025

  Hi Savanna, 

  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 accout, we would be able to offer you an exclusive 25% off the console, along with a extra 30 days added to your ifit membership. 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: 05/01/2025

   
  Complaint: 23268781
  
  I am rejecting this response because: 25% would still result in me paying close to $500 to be able to use a machine I purchased 3 years ago. My experience with your company has taught me that even if I spent the money, there is no guarantee that the equipment would work for a reasonable amount of time after that. It is clear your company does not stand behind their products and I can't justify spending any more money for subpar equipment.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/02/2025

  Hi Savanna, 

  We understand your frustration, we are happy to go ahead and send you a one time courtesy console. Can you please verify your shipping address? 

  Thank you

  Customer Answer

  Date: 05/02/2025

   
  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.
  

  My shipping address is *************************************. Thank you.

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

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23268781
  
  I am rejecting this response because:

  Hello,

  
  

  On May 2nd, the business said they would send a new console. I have not received a tracking number or any additional information on this. Can they confirm when I will receive the new console?

  
  

  Thank you,

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

  

  Business Response

  Date: 05/16/2025

  Hi Savanna, 

  We need to get your address, no address was provided when requested. Once we have that address we can process that order. 

  Thank you 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23268781
  
  I am rejecting this response because:

  My shipping address is ****************************************************************. Thank you.

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

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

  

  Business Response

  Date: 05/16/2025

  Hi Savanna, 

  Here is your order number ICS10036688 please allow 7-10 business days for shipping. Thank you 

• Initial Complaint

  Date:04/30/2025

  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 the NordicTrack EXP 7i Treadmill (Model 310900)**, which has an iFit-enabled Android console, and I can not get any support to resolve rebooting issues caused by software glitches or outdated firmware. I'm trying to get a replacement SD Card but the company is unresponsive.

  

  Business Response

  Date: 05/01/2025

  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 were unable to locate an account for you under the infomation provided in your claim. Can you please provide the following? 

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

  Once we receive this infomation we will be able to locate your account and move forward on resolving this for you. 

  Thank you