Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,416 total complaints in the last 3 years.
- 249 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/16/2022
Type: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.
My issues with Ifit continue. I filed a claim against ifit on 6/1/2022. The case number was ********. I believed it to be settled. I have gotten the run around from this company since day one. I was told that because my initial call to them was on 5/14/2022, which was within the 2 week window of my manufacturer's warranty ending, service was at no charge. As described in my prior complaint, the machine works and then doesn't. It took me another week before I could get a video. I spoke to multiple people, because every time you call, you get someone else. When I finally got the video sent, I called ifit again. This time I was told I would have to pay for a service call. I got so frustrated I just paid for the call. Then they never ordered the part. I had to call back. I was specifically told by the first woman I spoke to that I would NOT have to pay for the service call. And that she would have me reimbursed. See below: From: Kylee C****
Business Response
Date: 07/06/2022
Hello,
Thank you for reaching out.
We apologize for all of the frustration this situation has caused you. We do take your concerns very seriously and we really appreciate you taking the time to work with us on this.
At this time, where this issue needs to be resolved by our extended warranty team, UTS, you will need to contact them directly for assistance.
They can be reached by phone at ###-###-#### or via email at [email protected]
Thank you.
Customer Answer
Date: 07/11/2022
Complaint: ********
I am rejecting this response because: I am done working with them.
Sincerely,
**** ********
Business Response
Date: 07/11/2022
Hello,
Thank you for reaching out.
We do appreciate you taking the time to work with us.
At this time, where this issue needs to be resolved by our extended warranty team, UTS, you will need to contact them directly for assistance.
They can be reached by phone at ###-###-#### or via email at [email protected]
Again please contact UTS for further assistance.Initial Complaint
Date:06/15/2022
Type: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 S22i Cycle on March 16th, 2022. Upon the 4th time riding the cycle, the pedal arm began thumping and was unstable. I made multiple attempts to resolve the issue with Nordic Track customer service. A promise to send a replacement part was made. The part was never shipped. My contract stated a 30 day return policy. I called well within the 30 day time frame and made requests to return the defective cycle. I was given promises to extend my iFit membership, then a promise that the part had shipped. I again requested to return the bike and received an email stating that a new cycle would be shipped and the defective bike picked up. That same day I received an email stating "I made a mistake and we can not ship a replacement cycle until the replacement part is sent and hopefully that will resolve the problem. The part was due to be shipped April 18th. It never arrived. I then hired an attorney to contact Nordic Track on my behalf. We received no response. On June 10th the part arrived and it doesn't fit. This obviously isn't going to resolve the problem. This was a huge expense for me and I was so looking forward to my rides. This has been nothing but a huge disappointment!Business Response
Date: 06/23/2022
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.After reviewing your account, we have confirmed that this matter has been made a legal case because your lawyer has made contact with us on your behalf. Your casse has been turned over to our legal team in which they will be reaching out to get this resolved for you. We apologize for everything you have been through.
You are welcome to reach out to our Member Services at ************** (****) with any questions.
Thank youInitial Complaint
Date:06/15/2022
Type: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.
1/22/2022 I purchased ifit membership for 1 year. The app never works correctly with my home Internet and crashes. I have been using data from my phone to get it to work. I would like 6 months refund since I used only half of year. Ifit will refuses to refund my money. I would like $60Business Response
Date: 06/17/2022
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, we are unable to refund a purchase from a year and a half ago. We would be happy to activate your memebership free of charge if you desire to do so.Per the terms and conditions of your membership, we are unable to refund your membership fees. The terms of use state: MEMBERSHIP FEES ARE REFUNDABLE ONLY IF CANCELED WITHIN THIRTY (30) DAYS OF THE ORIGINAL PURCHASE OR TRIAL DATE, AS PROVIDED HEREIN. TO CANCEL YOUR ACCOUNT DURING SUCH THIRTY (30)-DAY PERIOD, CALL ************** DURING REGULAR BUSINESS HOURS. If you wish to read more about the terms and conditions, please go to https://www.ifit.com/terms-of-use
You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
Thank youCustomer Answer
Date: 06/17/2022
Complaint: 17431152
I am rejecting this response because:
I have had it only 6 months, not 18 as you state. Your customer service person admits that your app is not compatible with 5g Internet I cannot use my home wifi without problems with your app. They is why I am cancelling and want my money back.
Sincerely,Business Response
Date: 06/21/2022
Hello,
Thank you for reaching back out.
Unfortunately where you are outside of the 30 day period from purchasing the membership, we are not able to offer a refund at this time.
Please continue to work with our iFIT team to get this situation resolved, they can be reached at **************
Thank you.
Customer Answer
Date: 06/23/2022
Complaint: 17431152
I am rejecting this response because:
I am willing to pay for the months of service I used. But you are charging me for not using your service. You are ripping off the consumer Sincerely,
***********************************Business Response
Date: 06/27/2022
*******,
Thank you for reaching back out.
As previously stated, unfortunately where you are outside of the 30 day period from purchasing the membership, we are not able to offer a refund at this time.
Please continue to work with our iFIT team to get this situation resolved, they can be reached at **************
Thank you.
Customer Answer
Date: 06/28/2022
Complaint: 17431152
I am rejecting this response because:
you are crooks Sincerely,
***********************************Business Response
Date: 06/28/2022
*******,
Thank you for reaching back out.
As previously stated, unfortunately where you are outside of the 30 day period from purchasing the membership, we are not able to offer a refund at this time.
Please continue to work with our iFIT team to get this situation resolved, they can be reached at **************
Thank you.Customer Answer
Date: 06/29/2022
Complaint: 17431152
I am rejecting this response because:
as previously stated your app is broken and you don't care Sincerely,
***********************************Business Response
Date: 06/30/2022
*******,
Thank you for reaching back out.
If the app if still having issues please reach out to our iFIT team to resolve the issue.
Please continue to work with our iFIT team to get this situation resolved, they can be reached at **************
Thank you.
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