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

  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:07/11/2022

  Type:Customer Service 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 ordered one of their machines over a month ago and still have not received it, nor have I been called to schedule a delivery. The tracking of my product has not moved in over 2 weeks. I have tried to contact the business through their available methods (Live Chat and filled a support request) but I cannot reach anyone to find out where my order is.

  

  Business Response

  Date: 07/18/2022

  Hello-

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

  
  This morning we have contacted the carrier 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 questions, you can contact our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you
  

  
  

  Customer Answer

  Date: 07/19/2022

   
  Better Business Bureau:
  
  
  Yesterday I talked to an agent and requested a refund - my refund is being processed and as long as it all comes through okay, my issue is resolved. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Much

• Initial Complaint

  Date:07/10/2022

  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 filed a complaint and was told someone would contact me to fix the treadmill that I received broken. I have yet to be contacted and this company does not respond to requests or complaints. I would like to speak with someone who can just send me a new treadmill. I am not paying to have it shipped or removed from my house. I would like someone who knows about these products, maybe a technician, to be here to check the new machine to make sure it is not defective. This is not a cheap machine and waiting over a month to use it is unacceptable.

  

  Business Response

  Date: 07/13/2022

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with your machine and machine issues. We completely understand where you are coming from on this matter.
  This morning we have escalated your service order. We were unable to get ahold of the technician and decided to assign your order to another company to get this resolved as quickly as possible. Per contract, we do have to allow the new assigned technician 3-5 business days as they were just assigned your order today. Please let us know if you are not contacted within the 3-5 business days and we can escalate further. 
  If you have any questions, you can contact our Member Services at ************** (****) with any questions.
  Thank you
  
  

  Customer Answer

  Date: 07/19/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The new person assigned to fix my treadmill is not answering their phone. They also are not responding to my messages. Are you serious about fixing the treadmill or not?

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

  

  Business Response

  Date: 07/20/2022

  ******, 
  

  Thank you for reaching back out. We assure you that we take your concerns seriously. 
  

  We have reached out to our service team to escalate this issue. They informed us that an appointment is scheduled for 7/28/22. We have requested the technician reach out to you to confirm the appointment. 
  

  We apologize for the delay and any inconvenience. Please let us know if you have any further questions. 
  

  Thank you.
  

  
  

• Initial Complaint

  Date:07/08/2022

  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.

  Ordered a treadmill that has been broken from day one. They damaged my house delivering it and I have had nothing but problems with the machine. I have had multiple parts replaced and the machine is still not working as it should. I have Missed multiple days of work and have not been able to use the machine that I am paying for. I have asked for a new machine as this one is clearly defective. I filed a el complaint and still ifit wants to just keep throwing parts at the problem. I want a new machine or for them to come take the machine and pay off my loan.

  

  Business Response

  Date: 07/11/2022

  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 the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 10/24/2021. Where we did not hear from you after the parts were sent on 9/24/2021 until 01/12/2022 and that being longer than 30 days, you are no longer eligible for a return. 
  The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassembly or accidents.
  You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
  In looking into your account, we can see the technician made a note on your service order asking you to remove the storage latch to see if that resolves the noise issue. Have you done so? Did it resolve the issue? If you have not tried this yet, please do so and let us know if that helps. 
  If you are still experiencing any issues with your machine after removing the storage latch, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue. If you do wish to continue with us, please explain the issues you are experiencing with your machine in as much detail as possible, and include any photos or videos of the issue as well.
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you

  Customer Answer

  Date: 07/14/2022

   
  Complaint: 17542594
  
  I am rejecting this response because:I have had nothing but issues with this treadmill. I have been complaining since it was delivered damaged. If I would have known that you would not be able to fix the issue I would have returned it within the first thirty days but you assured me it x would be fixed. It was brand new mind you and never worked right. I have wasted my valuable time and money on this. It has caused me so much stress. The only acceptable response is replacing it with a brand new machine and picking this old one up and refunding my money. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/15/2022

  *******,
  

  Thank you for reaching back out. We assure you that we take your concerns seriously.
  

  As we have previously mentioned the machine is no longer eligible for a return or exchange. 
  

  In looking into your account, we can see the technician made a note on your service order asking you to remove the storage latch to see if that resolves the noise issue. Have you done so? Did it resolve the issue? If you have not tried this yet, please do so and let us know if that helps. 
  

  If you are still experiencing any issues with your machine after removing the storage latch, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue.

  If you do wish to continue with us, please explain the issues you are experiencing with your machine in as much detail as possible, and include any photos or videos of the issue as well.
  

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

  Thank you.
  

  
  

• Initial Complaint

  Date:07/07/2022

  Type:Billing 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.

  Account with email *************************** I was tricked into believing I had to activate this account in order to use my nordictrack and would not allow me to use my new machine until i did so. I need a refund I never used this program.

  

  Business Response

  Date: 07/11/2022

  Hello-

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

  
  In looking into your iFIT account this morning, The monthly charge you received has been refunded and payment method has been cleared.

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

  
  Thank you 
  

  
  

  Customer Answer

  Date: 07/11/2022

   
  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:07/06/2022

  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 paid a lot of money $349 for white glove assembly and removal of old product., which iFit contracted with Non-Stop Delivery(NSD). That did not happen. NSD never contacted me with a delivery date of the equipment. I had to contact *************************** @ iFIT. She informed me (not NSD) that you all would deliver my equipment on Tuesday 5/10/2022 between 2 and 6 pm. I received a phone call @ 10:06 am from ************ that you all were 30 minutes away. So, my husband had to scramble to be available. NSD set up my equipment improperly and obviously did not test the equipment to see if it works, which it did not. NSD did not set the device that measures the **** distance, time within 1/8 inch of the magnet on the wheel therefore it does not register. Calling PRO Form 7 times in 2 days it was determined that the equipment could not be repaired by us and they would have to send out a technician along with some parts as trying to fix NSD blunder. The technician came on 6/3/2022. I did not get the white-glove, turn-key deliver that I paid a lot of money for from NSD, your contractor!Therefore, I need to file a claim against iFit for the incorrect, poor service. I have called iFit multiple times with no resolution of this issue. As of today, 07/06/2022, I still do not have a working machine due to NSD not setting up the equipment correctly, as we are waiting on a wire that is on backorder. You also denied sending a console which the technician requested.Your customer service is a lot to be desired. Again, I paid a lot of money for your service and instead of a turn-key, white glove service, I got deployable service with no use of the equipment as of yet. I am requesting a refund of the non-existent service that I paid for and did not receive ($349.00)

  

  Business Response

  Date: 07/07/2022

  Hi

  We spoke with our Billing and ****************** about this refund. They have informed us that a refund has been processed as of this morning (07/7/2022) for the White ***** Assembly. This refund should reflect on your account within **** business days.The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at. 

  If you have any further questions, please call our Billing team at ************.

  
  Thank you

• Initial Complaint

  Date:07/05/2022

  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.

  I ordered a treadmill from Nordic track in early May 2022. Throughout me I received a couple of emails stating that it had been shipped. I called at the end of June 2022 to ask where my treadmill was. I was told to call rider and schedule a delivery time. When I called rider last week they stated they still hadnt received the treadmill. It is July 5, ***************************************************************************** with a customer service agent on their live chat feature. Ive tried multiple times and I am unable to connect with him to find out where my treadmill is. I keep receiving a message stating no agent is available. In the meantime I took out a loan to pay for the treadmill which I am starting to make payments on. I have no treadmill, updates or communication yet I am making payments on this treadmill I thought I would receive at the end of May 2022. My order number is NT10809912.

  

  Business Response

  Date: 07/07/2022

  Hello-

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

  
  This morning we have reshipped you a new unit. Your new order number is 2277003. Please allow 3-5 business days for shipping and **** for transit. We apologize for all you have been through. 

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

  
  Thank you
  

  
  

• Initial Complaint

  Date:07/05/2022

  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 bought A treadmill in June 2020 for $1700 and it seems to have some mechanical issue that makes the belt unsafe. The belt feels as if it ia going to cave in and cause severe injury. I called Nordic track to advise on what they could do and they said that they use a 3rd party company to diagnose the machine for a charge of $170. They explained that if parts were needed,they would be ordered and a technician would have to come out again for a charge of $60 in order to complete the job. I agreed to pay the 170 for the initial diagnosis and was unfortunately met a few days later by the most unprofessional person Ive yet to meet. This person never made it inside my home due to a pretty ridiculous attitude so I called Nordictrack back and tried to have them send another representative from the company that they use. Ive sent 4 emails and made 3 separate phone calls in regards to this and I still have no resolution. I have been charged the initial 170 but have had no services rendered. 3 managers were supposed to call me Back but none did. Its not about the money,its about the service. Why is nobody getting back to me and why do I need to explain the story 40x? Absolutely horrible experience. They need to be reprimanded for their lack of care,especially when someone can get hurt from their product.

  

  Business Response

  Date: 07/05/2022

  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.

  Because you have paid for service, we would need you to reach out to our Non-warranty Department. They will be able to assist you in getting a different tech company out to service your machine. They may be contacted at ************.

  If you have any further issues with the machine, please reach out to our ************************** at **************.
  
  

  
  

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17517912
  
  I am rejecting this response because:I have made these calls 3 times as well as mutliple emails and nobody has gotten back to me. Instead of  treating this like its the first time Ive tried to remedy the situation, you should do a little research and reach out to management to access my file and see how many times Ive called and that nobody has ever called me back like they said they were going too. Ive done my part in being flexible and patient. Time for the company to step up to the plate and have someone contact me.

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

  

  Business Response

  Date: 07/06/2022

  ******,
  

  Thank you for reaching back out. 
  

  We are unable to have an agent contact you. You will need to call in to Non-Warranty ************ or you can also call into our ****** Services **************.
  

  We apologize for the inconvenience. 
  

  Thank you.
  

  
  

• Initial Complaint

  Date:07/01/2022

  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 a ProForm 12.0 treadmill late January 22, product stopped working late April 2022. I contacted your company the same day it stopped working. I received the replacement parts after making a call to troubleshoot the issue, however, I have been waiting for a technician since. I have made several calls to follow-up. Each time I receive the same answer “issue will be escalated”but nothing happens. Are you attempting to void my warranty by waiting to respond? It’s now July 1, 2022 and I’m still waiting for a response.

  

  Business Response

  Date: 07/05/2022

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with your machine. We completely understand where you are coming from on this matter.
  This morning we have contacted the technician assigned to your order who confirmed he will be reaching out to you today to schedule your appointment. Please let us know if you are not contacted today and we can escalate further. 
  If you have any questions, you can contact our Member Services at ************** (****) with any questions.
  Thank you
  
  

  Customer Answer

  Date: 07/15/2022

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

   

  I’ve been promised an escalation each time I contact your company.  It’s now 7/15, I have not been able to use the equipment since April. I receive no updates other than the canned response you provide via BBB.
  
  Sincerely,
  ***** ****************
  

  

  Business Response

  Date: 07/15/2022

  Hello,
  

  Thank you for reaching back out. We assure you that we take your concerns seriously. 
  

  We understand your frustrations on the matter. 
  

  We have received the technician’s notes from the previous visit. We have ordered the necessary parts. The technician will return to replace the parts.
  

  The order number is **********. 
  

  Please let us know if you have any further questions. 
  

  Thank you.
  

  
  

• Initial Complaint

  Date:06/30/2022

  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 a x32 treadmill from this company, that's less than a year old. Since my initial call-in to ifit back in March of 2022, I've had 5 techs come to my house and try to repair the problem of the incline not working anymore. These 5 techs have ordered every single part that would cause the incline to not work and yet the problem still exists. I've sent numerous emails and made calls asking for the unit to be replaced, yet ifit refuses to do anything. I am sitting on a $5k treadmill that's inoperable for the last 4 months and ifit does not care, nor do they do anything about it. I want a replacement treadmill. ENOUGH IS ENOUGH and I need BBB to help me out because these guys don't care nor do they do anything about it

  

  Business Response

  Date: 07/05/2022

  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.

  We have submitted your case to our Product replacement team. Once they have reviewed your case, they will then communicate with your via email. Please allow up to 30 business days for them to reach out. We apologize for all you have been through. 

   Please reach out to our Member Services at ************** (****) with any questions.
  
  Thank you 

• Initial Complaint

  Date:06/29/2022

  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 contacted IFit/Nordictrack/Icon after my Commercial x22i treadmill went dead right in the middle of a run throwing me from the machine. They sent a part and told me a technician would be in contact. Days later after hearing nothing, I contacted the company again. **** from Customer Escalations, then told me that they would not honor my warranty and repair or replace the treadmill unless I executed a very broad hold harmless releasing iFit from any liability and/or damages resulting from use of what they knew to be a faulty and dangerous machine. As an attorney, I knew that was coercion under duress and refused to execute. Now, the company is refusing to repair or replace the machine they are under a legal obligation to do so. They refuse to even communicate. This is a very expensive machine Ive had constant issues with that is sitting unusable. From what Ive researched alone, these issues are prevalent, and Ifit refuses to do the right thing by its customers. Theyve now updated this version due to the numerous issues. Secondly, I purchased a commercial **** elliptical that has never worked. Theyve brought three defective machines already of this same model and none have worked. It still knocks and hangs. They also refuse to send a technician to repair or replace it. Lastly, I also purchased a CST Fusion Pro that is very dangerous to use according to their instructions and videos. Theyve completely redesigned it because of this but is leaving these machines in customers homes knowing they have a design defect. We are still using it despite this poor design- just not the exercises that require you to bring the cables through the front. This company knows its producing subpar, defective products and is doing NOTHING to remedy the issues. Ive begged and pleaded to no avail.

  

  Business Response

  Date: 06/30/2022

  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.
  In looking into your account today, we see you have been in contact with one of our agents and they confirmed they would reach out to you today regarding the legal form.
  We are happy to help diagnose your machines and determine what parts are needed to resolve these issues. If you do wish to continue with us, please explain the issues you are experiencing with your machine in as much detail as possible, and include any photos or videos of the issue as well.
  We would also be more than happy to troubleshoot through ****************** or instagram messenger and chat or directly over the phone at **************. Over messenger, we do have reps available every day from 4am-10pm MST and on the phones from M-F 6AM-8PM Sat-Sun 6AM-6PM MST.