Complaints

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

close

Find a Location

iFIT has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
• 

  iFIT

  945 S Main St Smithfield, UT 84335-2303

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/18/2024

  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.

  The Fit on my x11i treadmil stopped working sometime in 2023. I was away on business for 6 months and did not realize the problem until December 2023. I spent hours on the phone with their company techs at the end of 2023 and they said the software is no longer supported even though at the time I had an extended warranty. I have been researching solutions for some time. I have a x11i model that is supposed to work in manual mode without the Ifit but it does not let me set it to manual mode. There is a class action suit I heard about today but I also saw where some customers contacted the BBB to get a resolution. I thought I would start here to see if you can help. Thank you.

  

  Business Response

  Date: 09/19/2024

  Hi Guy,

  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.

  After reviewing your account, we see that your model was one of our models who's software is no longer being supported. Please see our public notice ********************************************************. This being said, if your machine no longer works in manual mode a new console would be needed. After reviewing your model it does appear that your console is no longer being manufactured. We would be happy to offer you a new machine at a discounted rate of 10%. 

  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
  
  

  
  

  

  Business Response

  Date: 09/24/2024

  Hi Guy, 

  If you feel you have been impacted by the class action, you are welcome to join it. The machine you have is over 7 years old, which is why we are legally able to discontinue the software support. Member are able to still use the machine in manual mode, as long as the hardware has not malfunctioned, meaning the operating system of the tablet your machine has. We apologize for what you have been through and the offer still stands if you choose to replace the unit. 

  Thank you 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22303993
  
  I am rejecting this response because:  I had the console replaced a few years ago.  There was nothing wrong with the latest console until you discontinued the software.  The manual mode button does not work on this console.  I have read of others having the same issue. We can't even find a reset button on the console to go back to the factory settings to see if that might enable the manual mode selection.  I don't care if the machine was 20 years old.  If it was working fine before you discontinued the software it makes what you did disgraceful.  Is it in the fine print that you can discontinue the software to make it no longer work after so many years?   If so, we certainly did not expect that to happen. We will not buy another IFit machine and we will warn people against buying any of the products since you feel you can discontinue support when you so choose.  These machines are too expensive to have this happen.

   
  Sincerely,
  
  Guy Hill

• Initial Complaint

  Date:09/14/2024

  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 July 26th, I purchased an L6 City treadmill. Unfortunately, upon receiving it, I found that the belt was misaligned. I reached out to customer service and spoke with two representatives, which resulted in numerous hours on the phone as they attempted to guide me through fixing the issue. After this extensive conversation, they finally agreed to send a technician to address the problem. However, when the technician arrived, the issue remained unresolved. He claimed to have aligned the belt, but it was still clearly misaligned. He suggested that the treadmill's frame might be twisted and advised me to contact iFit for further assistance. I followed his recommendation and explained the situation to iFit, but the technician did not respond to them. Now, nearly two months have passed, and although I received a request for a new technician, it has been more than five business days without any follow-up call. This experience has been incredibly frustrating, and despite my requests for a refund, I have yet to receive any response from iFit.

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NordicTrack Commercial 1250 for nearly $2,000 and the machine prioritizes additional upsales and login tracking information over functionality to the point that the machine is unusable. I can not get my machine to just simply function.

  

  Business Response

  Date: 09/13/2024

  Hi Christopher, 

  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, could you please send us an video of the issue you are experiencing so that we can see exactly what's going on with your machine? please email it to ********************** with your complaint number in the subject line. 

  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:09/11/2024

  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 charged for an automatic renewal that was $190. i reached out to the company immediately after reading my credit card details. i read that if it was within 30 days and if i had bought my original subscription from ifit.com and no other outlet (i.e apple app store etc) i would be eligible for a refund. i have had three emails back from the company asking for more information and trying to offer me a lower priced subscription. Each time i replied with the necessary information and a polite but firm “no thank you, please refund my money” only to get another email back a week later saying they were offer it me another low price subscription. i emailed them again yesterday, letting them know i would be reporting them to the bbb within 24 hours because not only have i not been refunded the money, but now it’s been sitting on my credit card for a month and i’m being charged interest on a purchase i asked to be canceled within 24 hours of charge. This is not right and other consumers need to know about how shady this is.

  

  Business Response

  Date: 09/12/2024

  Hi Alexea, 

  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. I am happy to be your direct point of contact for any assistance you may need moving forward. 
  
  

  We have gone ahead and issued you a full refund. please allow 3-5 business days for that to reflect your account. 

  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: 09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22274545, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Alexea Rhodes

• Initial Complaint

  Date:09/06/2024

  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.

  iFit makes it difficult to cancel subscription. I believed I had already cancelled my subscription just to see it renew. The app is not responsive. This practice is deceptive. I cancel my subscription not to renew on August 30, then I got billed an now it says my membership expires on September 30 (until they bill me again against my will).

  

  Business Response

  Date: 09/09/2024

  Hi Saul, 

  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 account, I've gone ahead and issued you a refund. Please allow 3-5 business days for that to reflect your account. I have also cleared your payment method from your account to avoid further charges. 

  Thank you 

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22248088, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Saul Viramontes

• Initial Complaint

  Date:09/03/2024

  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.

  The I fit app has frozen our treadmill and made it unusable. I have contacted the business and tried to troubleshoot it. Nothing has worked. They suggested I buy a new screen that they no longer sell or make. I told them it was a software issue since the actual screen seems to work fine. They were not able to and did not offer any help or resolution other than to purchase a new treadmill.

  

  Business Response

  Date: 09/04/2024

  Hi Erin, 

  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 that your console is no longer available they have stopped manufacturing it. That being said we would be happy to offer you a 20% discount on a new machine. 

  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:08/27/2024

  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.

  Purchased and Financed a brand new Airglide 14i Elliptical directly through Nordictrack and utilized their financing program - March 2024 Full warranty on the exercise machine for 12 months. Noise began 8/2/2024, was apparent it was a mechanical issue. I contacted the iFit warranty department, spoke with an agent regarding the issue. I was instructed to record video of the elliptical making the noise and to remove a part off the wheel housing to inspect for defects. I recorded video of both and emailed the videos back to the agent on 8/6, informing them that I had paid an additional fee through Nordictrack to have it assembled so I wasn't sure what parts to look for but I didn't notice anything obviously wrong inside the wheel housing. As of 8/13/24 I had no response. I called the warranty department again and spoke with a different agent who asked me to resend the email with the videos to him instead, so I did. He said that he would put in a ticket to have a technician come and diagnose the machine and order parts if necessary, in which another trip would be needed to perform repairs. The following day, 8/14/24, I received a voicemail from a third party, Northern Fitness Solutions, asking me to return the call and schedule a time to inspect the elliptical. That afternoon I returned the call but no one answered and I ended up leaving a message with all of my information letting them know that I was returning the earlier call. They never responded. I called the next day again and left another message requesting the same, but never received a callback. I called five other times over the remainder of the week with no response or return call. I contacted iFit again on 8/19/24 and spoke to a third agent and informed him of the trouble I was having. He said he would escalate my issue and request another call back from the technician. As of 8/23/24 I had no response. I called again on 8/23/24, spoke to a fourth agent who again escalated my issue, no response as of today

  

  Business Response

  Date: 08/29/2024

  Hi Colleen, 

  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. 

  
  This morning we have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to 
  you as soon as possible. You should hear from them within the next 3-4 business days.

  
  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:08/22/2024

  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.

  Bought a Nordic Track rower in 1/21 with IFIT console. I pay a yearly fee to use IFit on my rower. The company recently sent out a software update that causes that software to crash and not be usable on the rower. Call IT and after resetting and going over all of their fixes, I was told that if was not fixable. I would have to get a new console and they do not have any. My console works just fine. The software that I pay for from IFit is what is not working. This is an issue that they are aware of. I would like my money back for the IFit membership which I cannot use or a new console.

  

  Business Response

  Date: 08/23/2024

  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 account, we would be happy to offer you a prorated refund on the amount of time you have left on your ifit membership. Please go ahead and send us the email that your membership is located under. 

  Thank you 

• Initial Complaint

  Date:08/22/2024

  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 had multiple repairs done on my treadmill and it got to the point it could not be fixed. Norditrack was sending technicians that live several states away to my house to fixed machine. I requested and escalated to customer service for a replacement and was advised my machine was not available. They offered me a replacement but all options were a downgrade to what we had with the screen. I was advised once new product line drop new machine would be sent. I never got a machine so I am requesting please send me commercial model X321i or X22i which is the closers to model to what I had asap as this has been a long delay. My phone number is ************ and I would like a manager to call me asap.

  

  Business Response

  Date: 08/23/2024

  Hi Travis, 

  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, it appears that we have no record of the technician taking your machine, and no record of a proof of purchase needed to send a replacement. Please provide these documents so that we may look further into this for you. 

  Thank you 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22177502
  
  I am rejecting this response because:
  Because I asked for manager to call me because your customer service team approved swap with a new unit could be found. I am asking again for a call back at ************ to try and resolve this today.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/26/2024

  Hi ******, 

  We apologize for the frustration, we strictly work through the BBB website for documetation purposes. Aftger discussing this with our leadership team, we are able to go ahead and process a replacment for this model. Please let us know if you would like to go ahead with the replacement. 

  ********************************************************

  Thank you 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22177502
  
  I am rejecting this response because: The main reason is this model is not equivalent or near the same features like 4.0 motor plus big TV screen and running board and incline to what we had. The closest model our X321i and X22i. Please switch to one of these. The model you selected is no where near to what we had and need.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/29/2024

  Hi ******, 

  We apologize for all that you have experienced. Without any documentation of he pick up the model provided would be the model we would be able to provide. If you prefer we can go ahead and refund the **** price of the unit and you can put that amount towards an incline trainer. 

  Please let us know which way you prefer to go. Thank you 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22177502
  
  I am rejecting this response because: I really hate this whole situation from the start. You company did not have a comparable model to what I had and your team took item along with multiple parts you guys ordered. We were fine with waiting for a new model because we wanted the unit we had with similar features. Now your tell me that you guys are offering the entry level model when ours was top of the line. I have asked for someone with your company to call me today to discuss this. I have asked  multiple times to speak to someone. I dont know if we should just take the check from you guys and ask you guys to overnight it so I can just buy from somewhere else and go with a different brand. I dont want to do that because depends on how much guys send we could lose a ton of money on this machine. I also love the company products just hated your service contractors you were using in our area were absolutely horrible. Even with all the issues we are trying to stay loyal to the brand. I would really like someone to call me today or lets get something worked out today we need to bring this to a resolution today. My number is ************.
   
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/30/2024

  Hi ******, 

   At this point we have reviewed your account and we have no documentation of us ever picking up his machine and it was never the process for a technician to go out and take machines it would of been a delivery team. At this point we would need a proof of purchase to continue with a refund or you can take the machine we offered at no cost or you have the option to upgrade to a commercial 2450 and pay a upgrade fee of $600 plus tax . This will be the only exception I can make without having at least a bank statement.

  Thank you 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22177502
  
  I am rejecting this response because: We have had time to figure out the best possible option is to select the X22i and pay the $600 to upgrade to it with monthly payments. We don’t want to downgrade on what we had and I think that is the best  solution to get us a machine asap to our home. We don’t won’t to spend even more money but we need the machine that will work for us. Please figure out the best possible way to make this happen over time with payments. Please reach out via phone call or message us as soon as possible.
  
  Sincerely,
  
  Travis Mosby

  

  Business Response

  Date: 09/06/2024

  Hello Travis, 

  In order to move forward with a resolution we need some type of proof of purchase or a bank statement. We can do the original machine we offered at no cost as a option in order to take care of you. However where we have no documentation of ever removing the machine from your home and no proof of purchase our options we have given you are fair since this is outside our normal procedure. If you would like to upgrade to the commercial machine you will be subject to a $600 upgrade fee that will have to be paid in full. Financing is not an option on a upgrade fee. At this point the incline trainer is not a option without paying additional upgrade fees and proving a valid proof of purchase or a bank statement.

  Thank you 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22177502
  
  I am rejecting this response because:Thank you for your response. In hopes of finding an agreed upon solution to this issue we would like to see about switching to a different equipment option with your company. In a good compromise I would propose we switch to this bike unit as a replacement to resolve the issue. The NordicTrack bike model is S27i Studio Bike or S22i which is currently on saIe. I would agreed to accept this as a replacement option to be shipped to me and I will buy a new treadmill from another retailer to bring the matter to a close. Please contact me via phone or email today. My number is ************.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/25/2024

  Hello ******, 
  In order to move forward with a resolution we need some type of proof of purchase or a bank statement. We can do the original machine we offered at no cost as a option in order to take care of you. However where we have no documentation of ever removing the machine from your home and no proof of purchase our options we have given you are fair since this is outside our normal procedure.

  Thank you 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22177502
  
  I am rejecting this response because:
  You guys advised back then that you had no machine with the screen sizes we were looking for that was like ours. We ask for the same machine back then I would gladly take the same machine we had back then. You guys don't make it anymore. You have offered to get us a new machine at a lower value and cost to swap. We have agreed to let you guys provide us a machine of lower value and I have given you guys options that are the same dollar park of what your offering us. It is time for manager or leadership  with your company to call me to  try and get this resolved. We need help with this. We are pending over backwards trying to resolve this and you guys are not. We had receipt for this item back then and a ton of parts for this machine that tech took back as well. We need you to step up to resolve this now.
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 09/27/2024

  The business is requesting documentation for purchase. I had previous given the business the documentation when they did repairs and when they  picked up the old machine. They advised they noted my file that when a machine was comparable to what we had they we would call  in and they would order it. Apparently ifit has changed its swap process and has lost records. We do not have the old receipt we cannot find it we gave it to this company some time ago and now they cannot locate it. That is why they did several repaid and order parts for it. Once they determine they could not fix it and did not have a machine like what we had they removed the machine and parts. We were instructed our file would be notated. The companies bought it from back then went out of bussiness in our area and this was a cash purchase. They are aware of this. They are just playing games I am trying to be fair to find a simple comprise to resolve this and I have offered one that should be more than acceptable to this business. I have also asked for a manager to call me with this company to discuss this in detail. They would have never came out to fixed the machine and order parts if they did not have a copy of the receipt unfortunately the email from my prior company I don't have access to old correspondence with the copy and image of the receipts. They had them back then or they would have never attempted multiple fixed and repairs and were advised they were going to notate are account to keep on file. I need a manager for that company to call me to try to get this resolved asap.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22177502
  
  I am rejecting this response because:Please reopen complaint. They found proof of purchase and were supposed to be sending a check to resolve issue. As of the date no check has been received.  I've sent emails to the manager asking for an update on check and no response please reopen the complaint so this issue can be escalated and finally get resolved Yes about two weeks ago now. They were supposed to be sending me a check for $1500. I ask them to overnight payment they said it was not possible. They did say they would rush it through finance. I have not heard anything back from the manager named    Treona Bingham is who I spoke with. I have a copy of the receipt.  I need the case reopened so they can honor what they told us. This has been going on way too long.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/25/2024

  Hi ******, 

  Thank you for reaching out, we have contacted our ****************** and have confirmed that your payment processing, as of today 10/25 it is a 60 day turnaround time. Please allow 30 days to receive your refund, We apologize for the delay and can assure you our team is working diligently to get this out as soon as possible. 

  Thank you 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22177502
  
  I am rejecting this response because: I really appreciate you guys responding to me so quickly. My concern is we spoke almost 2 weeks ago about this and my wife is waiting to purchase another machine is there no way to expedite this refund so we're not starting from today's date. I appreciate any help you guys can give to bring this matter to a quick resolution. My understanding  this refund was submitted almost 2 weeks ago so any help you can give is greatly appreciated.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/28/2024

  Hi ******, 

  Thank you for reaching out, we have let our billing department know of your concern, so they are aware. We cannot promise it will come sooner, however we have escalated this with them. They have a process they have to go through to cut checks and we appreciate your patience. They have assured us they will get it done as quickly as possible for you. 

  Customer Answer

  Date: 10/28/2024

   
  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. Thank you for reaching back out to me and trying to expedite this matter to bring it to a close. As long as check comes in soon we can consider this matter closed pending check to be deilvered to me. 

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

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22177502
  
  I am rejecting this response because:Please reopen I still have not received   a check. Can they please overnight it!! 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/29/2024

  Hi ******, 

  We apologize for the delay, your check is scheduled to go out at the first of next week, there are certain processes we need to allow, we apologize for the delay. please let us know if you have any questions. 

   

  Thank you 

• Initial Complaint

  Date:08/19/2024

  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.

  Bought a treadmill and it has never come on i keep calling the supposed service number *********** and am never connected to a service person i have literally spent a whole hour on hold only to be disconnected then the recording says i can submit a service request on my.ifit.com but there is no selection on that site then the automated bot says they will get a service *** to contact me and they never do this has been going on for 3 months.

  

  Business Response

  Date: 08/20/2024

  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. 
  

  I'm happy to help you, can you please give us more details on what's going on with your machine so that we may assist you better? 

  Thank you