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:04/25/2025

  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 a S22I (Nordic Track exersize Bike) in January. Of the approximate $2,100 I financed $1,500, no payment due foe 3 months. They were to send me the payment info, and if i remember right, they were to bill my credit card after 3 months. I never recieved any billing info. I have called multiple time (over 6) to find the status, the answer was alway you will be contacted. I never was. Now they have turned me into the ************* for non payment. I do not have any non payments on my account. Today I tried, with no results, to contact Nordic Track again. The ****************** conveniently didnt take my call after being told they were still open. I dont know what to do, I dont know what to do to get my credibility back. I have told they multible times I will pay off 100%. This very unfair. And I need my credit Back. I have ask multiple times for a name or phone number or email. The ones they give me are BOTs or lines not montored by a person. I can be reached at **************. I am sorry to be wasting your time. My credit rating is usually in the 800s its now barely 700. This border line criminal. Thank You for your time.

  

  Business Response

  Date: 04/28/2025

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your lender. We appreciate your valuable feedback as we work to improve our services! 

  After reaching out to our ******************* they have advised that because this issue is with the lender and not NordicTrack directly you will need to reach out to ******* directly to get any financing issue resolved, they may be reached at ************. 

  Thank you 
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23252612
  
  I am rejecting this response because:

  Thank You, I will try call them now.  You both are into BOTs and AI chats. Note you still NEVER gave me my account number and on Friday the bank. I will pay this off 100% payment now.  I did receive multiple times from Nordic Track the canned answer "someone will contact you"    No one did !! after multiple calls and now I have a Non-Payment on my Credit report. That unacceptable. and I need Nordic Track to help in the reversal of this false filing on my credit report.

  When I tried calling the Bank on Friday, I could not get through the because I don't have the account number.  What is my account number?? Please complete this transaction so I can Contact ******* and get through their digital Phone acceptance portal. Please what is my account number. I called the number you gave me several time on Friday with no successful way to get through the portal.  THis is why I contacted BBB  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/29/2025

  Hi *******, 

  we understand your frustration, we are unable to provide a full account number due to PCI compliance, however here is the last four digits XXXX-XXXX-XXXX-0928. It may also be located on a monthly statement that you receive. Please let us know if you have any further questions. 

  Thanks 

  Customer Answer

  Date: 04/30/2025

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

  I understand you can't give out account numbers but if you had given the correct mailing address to ******* I would not have a non - payment posted to my credit report account. In ******* CA we cannot receive home mail, so you needed to give the correct mail service address.  Also, I had to force the 1st **** to connect me to the billing department then had to force the 2nd **** in the billing department to give me the correct phone number where the ******* answered the call.  Once I connected with ******* with the correct phone number, I was able to solve the problem Immediately.  I now have to try and have the non-payment on my credit report resolved. Typically, they stay on your credit report for 2 years.  I fault I-Fit for this infraction; Credit reports are important to me. I paid off $1000 immediately and will pay the balance as soon as I receive the final amount.  I called I-fit multiple times to fix, no help.  Again, thank you, this case ******** can be closed. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/02/2025

  Thank you, we are glad you were able to get this resolved. Please let us know if you have any further questions. 

  Thank you

• Initial Complaint

  Date:04/22/2025

  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.

  The manufacturer has a known issue with its product. In this case, the console on a rower (Nordictrack RW900) goes all white and cannot be repaired. The manufacturer does not have any replacements, nor do any of the 3rd party sites they refer. The inability to replace this console renders the machine useless. iFit knows they have this issue and has no intention of stocking replacement parts for this.

  

  Business Response

  Date: 04/22/2025

  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 are currently looking into the best option for you. We will need a few things from you to add to your case. Can you please provide a picture of the machine’s issue, a picture of the full machine taken further back, a picture of the serial number decal, a picture of your receipt, and verify your email for us. Once we have this info we can proceed with working with our product resolution team. 

  
  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: 04/22/2025

   
  Complaint: 23234836
  
  I am rejecting this response because: There is no actual contact information to reach this person and try to resolve this issue.
  
  Sincerely,
  
  Kellen Miller

  

  Business Response

  Date: 04/23/2025

  Hi Kellen, 

  Please send the photos thorugh theis portal or you may email them to [email protected] but please make sure that you put your claim number in the subject line. 

  Thank you

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23234836
  
  I am rejecting this response because: email sent on 4/25 as directed. Followed up on 4/30 after having no response. Received response "I apologize for the delay, I'm currently working with our leadership to get this resolved for you, I will update you once I have more info. Thank you " on 4/30. With no resolution in place at this time, I cannot close the complaint. 
  
  Sincerely,
  
  Kellen Miller

  

  Business Response

  Date: 05/02/2025

  Hi ******, 

  Thank you for your patience while we figure out how to resolve this for you! We've submit your case to our product replacement team. They will be contacting you via email with all the details on a replacement machine. Please allow 7-14 business days for them to reach out to you for further instructions. 

  Customer Answer

  Date: 05/07/2025

   
  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. This is contingent upon receiving the replacement machine as promised in email correspondence with the manufacturer.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/20/2025

  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.

  NordicTrack Pssimo Servio ao Cliente (Evitem Comprar!)Ol,O meu nome Joaquim e gostaria de partilhar a minha experincia extremamente frustrante com a NordicTrack.Comprei duas mquinas desta marca:Remadora RW700 Passadeira NordicTrack No incio, tudo parecia bem, at descobrir que existem dois tipos de subscrio diferentes. Tentei esclarecer esta questo, mas o atendimento ao cliente foi vergonhoso:Contactei a NordicTrack USA (j que na Europa/******** no h suporte direto).Respostas demoraram 3 semanas (e foram sempre desconexas, sem resolver o meu problema).As explicaes foram inteis e no abordaram as minhas questes.Contactei o fornecedor portugus (Fitness Digital) que me informou no fornecer peas (felizmente, as mquinas no estavam avariadas).Tentei a NordicTrack UK exigiram prova de compra, nmero de srie, como se estivesse a tentar burl-los, quando s queria saber se podia fazer downgrade na minha RW700.Concluso:Cancelei a minha subscrio e desisti completamente da ************************* recomendo a ningum! Se precisarem de assistncia, vo ficar ainda mais frustrados.Aviso a todos: Se ainda no compraram equipamentos desta marca, FUJAM! A NordicTrack ignora os clientes e no merece o vosso dinheiro.NordicTrack? NEVER MORE.

  

  Business Response

  Date: 04/22/2025

  Hi *******, 

  Thank you for reaching out, we apologize for the experience you have had, were you are located in ******** we have reached out to our ************* and they will contact you to get this issue resolved. Thank you 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23227629
  
  I am rejecting this response because:

  Didnt receive any email from Nordictrack Portugal.

  Second   You should inform the customers that you have two plan subscription.

  Third, All the machine with touchscreen only work with the pro plan subacription, that means expensive machine only can work with expensive subacription.

  Fourth . I would like have the same prompt reply from your service ,that you sent to BBB. Actually for BBB is just a reply, i still havent receive nothing.

  same attitude, same treatment.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 04/24/2025

  Hi *******,

  Thank you, we've sent an escalation to your country's member care to reach out. We apologize we are located in the ** and do not have the ability to look at accounts out of the **. Please let us know if you do not hear from them within 3-5 business days. 

  Thank  you

• Initial Complaint

  Date:04/18/2025

  Type:Billing 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.

  This company charged my account saying they emailed me and I received NO email! I have not logged into an account or used their services for over a year! I also had to change my credit card on file due to it being compromised so how did they get my new number and use my card to charge? I want a refund or will take this issue further.

  

  Business Response

  Date: 04/21/2025

  Hi *******, 

  Thank you for taking the time to address the issues you have encountered with your memebrship. 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 looks like you were on a yearly renewal for the past 3 years and have not cancelled it. We give 30 days to cancel upon every renewal weather it is yearly or monthly. Because you are outside the 30 day refund policy we are unable to process your request at this time. 

  Thank you 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23221726
  
  I am rejecting this response because:I never received an email and obviously and on a more serious note you obtained and used a new card without my consent and charged it!  I will be notifying my credit card that this charge was not authorized! 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/22/2025

  Hi *******, 

  We apologize for all you have been through, we understand your frustration, You may read more on our refund policy at ******************************************************************* for futher policy infomation. 

  Thank you 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23221726
  
  I am rejecting this response because: I really dont care about your policies regarding refunds on 30 days.  You charged a card you DID NOT HAVE which is fraud and theft. I am done and would never recommend buying any item you sell and advise others to not give you their credit card because this is obviously a pattern your company does to consumers!  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/12/2025

  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.

  Hello, on May 31, 2024, I purchased a Proform Carbon TL (2023) treadmill from Dicks Sporting Goods. I attempted to return it within the 30 days due to the treadmill being very loud and squeaky which was not normal. I was denied a refund and just decided to keep it. On February 19, 2025 I submitted a claim to have my treadmill fixed because it completely stopped working. Fortunately a technician was sent and it was repaired but the technician advised us that the treadmill was abnormally loud and possibly needed a new motor. I submitted another claim on March 17, 2025 to have it fixed. I was told a technician would be coming out but to this day, no one has come to even look at the issue. I have sent multiple emails to the service department and have not received any responses. I believe they are simply waiting for the warranty to expire so that they dont have to fix anything. This treadmill has been broken since the day I bought it and I would like a full refund.

  

  Business Response

  Date: 04/15/2025

  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. 

  
  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
  

  
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23196704
  
  I am rejecting this response because: I will not be satisfied until this treadmill is fixed and/or replaced.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/18/2025

  Hello, 

  Yes, we are happy to leave this open until the tech has a chance to look at your machine. Thank you 

• Initial Complaint

  Date:04/08/2025

  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.

  Here is the email that I sent to the NordicTrack CEO. I paid over $2700 for a treadmill that did not work properly after less than 2 months/6 uses. the agent told me that "sometimes products are damaged in shipping". I do not want replacement parts , I want a total replacement and for them to take old equipment away. who knows what other pieces have also been damaged. I think this is more than fair. if they won't do this I want a complete credit as this is totally unacceptable. Thanks in advance for your help! Here is the email to the CEO. that has not yet been answered:Mr. *****- I am a very irritated consumer of yours right now. In February of this year I purchased a Nordicktrack treadmill from your company. After less than 6 uses it started to make a a horrible grinding noise. After hours on calls with your company they agreed to send parts to replace as they thought the equipment was damaged during transport. I reluctantly, and out of exasperation , agreed to have parts sent. I received half the parts in March and have yet to receive the other part. This is unacceptable. After much thought and because I now have a treadmill that I havent been able to use for 2 months, I either want a replacement or someone to credit me in full and come get this equipment. I am sure you would be just as irritated as I am if you paid for a new piece of equipment for over $2500 that is defective. Please advise on your next steps. I can be reached at **************** or ************.

  

  Business Response

  Date: 04/09/2025

  Hi ***, 
   Thank you for taking the time to leave ** feedback on the issues you have encountered with your machine. We appreciate your valuable feedback and honest opinion as we work to improve our services!
  After looking into your account it does appear that they are issuing you a new machine as of 4/7/2025. Your new order umber is 2597009. Please allow 3-5 business days for processing and ***** business for transit. The pick up team will be contacting you within the next 7-10 business days to schedule pick up of the old machine. We do require the machine to be half disassmebled and by your front door upon pick up. 

  Please let us know if you have any further questions. Thank you 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23172353
  
  I am rejecting this response because:I am not yet satisfied with Nordicktrack as it is critical that the extended warranty that I purchased for the first defective machine has not yet been transferred to the new machine. I will not consider this case closed until this has been completed.
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 04/18/2025

  Hi ***, 

  To initate a transfer you will have to contact UTS directly at  ************. We are unable to do that where they are a thrid party company. Thank you 

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23172353
  
  I am rejecting this response because:

  I believe it is Nordictrack responsibility as this warranty is sponsored under their name. There are hundreds of complaints about track quality 
  and something needs to be done about it. 
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 04/21/2025

  Hello, 

  We understand your frustration, we do not have access to their records as they are a third party company, You will need to reach out to them directly to make that switch. Thank you 

• Initial Complaint

  Date:04/07/2025

  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.

  Jan 5, 2024 ordered a Nordictrack Fusion CST. When it arrived and was set up attempted to use the Fusion CST app on the tablet that came with the machine and workouts would not load. Submitted ticket number ******** on Feb 1, 2024 and issue has never been resolved since that time.

  

  Business Response

  Date: 04/08/2025

  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've gone ahead and sent you a personal email to help resolve the issue. we are happy to work directly with you through there until we find a resolution for you. 

  Thank you

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23173055
  
  I am rejecting this response because:
  The response back from iFit was a generic response about how to connect the equipment tablet to the machine. We already know how to do that and that response does not address the actual issue we have. The app for the Fusion CST does not work as it should, which in turn, does not allow us to use the $2k piece of equipment we purchased the way it was intended to be used. The app has not been updated since October 2021. It either crashes or the workout will not load. The tablet itself is slow and glitchy and has not been updated for about 4-5 years, nor can it be updated to the latest Android operating system which is far beyond the Android 8 or 9 that this tablet is. It just does not work and no amount of uninstalling and reinstalling will remedy this issue. The app and tablet have had no attention in the last 5 years+. This leads me to believe that there will never be a remedy as I see that the Fusion CST is no longer being sold on the NordicTrack website. Instead, we are being strung along instead of iFit actually doing the right thing and updating the app/tablet OR refunding our money. We brought this issue to iFit over a year ago after only having the equipment for a month - we gave them the benefit of the doubt and trusted that they were still putting time and effort into this piece of equipment. We were told that we needed to wait for an update to the app- that was a year ago, and still no update. I can see all the reviews for the Fusion CST app in the ****** Play store and over 90% say the same exact thing - the app does not work like it should and it has been on ongoing issue since 2017!!! We have never been able to speak with anyone that can actually help us or has any authority to do anything for us. I have never seen such a complete lack of customer care or good faith from a company. We are torn because we love our NordicTrack treadmill and have had no issues since we bought it in 2018. We have been loyal customers for 7 years, but this issue with our Fusion CST has made it so we never want to own another piece of NT equipment that runs iFit ever again. We did our due diligence bringing this issue to iFit right away when we purchased the Fusion but so far iFit has not done their due diligence to fix the problem or refund our money. iFit customer support is a dead end as their representatives regurgitate the same generic response over and over without actually pushing the issue up the chain until there is a satisfactory resolution for us, the customer.

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

  

  Business Response

  Date: 04/09/2025

  Hi *******, 
  
  
  We apologize if this seems to be repetitive, we only wanted to start at the beginning so we could rule out missing any steps that previous troubleshooting that has been done. After reviewing your past cases, we have gone ahead and ordered you a replacement tablet. Your order number is ICS10025124 please allow 7-10 business days for shipping. 
  
  
  Thank you 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23173055
  
  I am rejecting this response because: I am highly skeptical that sending me a new tablet that will change anything. The Fusion CST app itself is the biggest issue as it has not received any updates or support in 4 years. It seems to me that the Fusion CST itself is no longer a supported piece of equipment, which is why the app has not been updated in the last 4 years. The tablet itself is a secondary issue because the operating system has not been updated from 8 or 9 - the current Android version is 15! Since I have to respond to this message within 7 days and have only been informed yesterday that a new tablet is being sent, I do not want this issue closed by saying I accept their response when I have no idea if anything will change when I get the tablet but the 7 day deadline came first. So I want this issue to stay open.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/14/2025

  Hi *******, 

  We are happy to leave this open unti this issue is resolved. Please keep us updated once the new tablet has been installed. 

  Thank you

• Initial Complaint

  Date:04/02/2025

  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 have been having issues with my studio s22i bike ever since I bought it. It has never worked for very long and all the parts have been replaced whith some multiple times. They constantly ask for videos to prove that you are telling the truth which makes it an even longer process. They never check the history of your support calls and are always asking for information that is already provided. I believe that the software that they keep modifying is breaking the equipment. This is happening to many others, even on brand new equipment. Something needs to be done to resolve these issues, because we pay a lot but we do not recieve the service we are promised.

  

  Business Response

  Date: 04/03/2025

  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 it does look like a service tech has been requested to come take a look at your machine. Since it was just set up yesterday 4/2 please allow 3-5 business days for them to contact you for scheduling. Once the tech has been there we can better see what your machine is doing and better ***** the situation. Please advise us once the tech has been out. 

  Thank you 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23152447
  
  I am rejecting this response because:
  

  You have told me you are my direct point of contact for the issues with my bike,  which I would accept, but I don't know how to contact you specifically. Please advise.

  
  Sincerely,
  
  ********* Soutar 

  

  Business Response

  Date: 04/04/2025

  Hi *********, 

  We work directly through this portal, please respond to this message after the tech visit. Thank you 

• Initial Complaint

  Date:04/01/2025

  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 originally reached out to iFit in February due to issues with our monitor on our bike not working. After several attempts to fix this online and through phone calls, iFit told us they would send someone to come to the house to look at the monitor. They charged us for this at the time for $170.13 on March 5, 2025. To date, we have had no contact from anyone at iFit, even after we called again a couple of weeks later. To date, we have no working equipment and have already paid for the service call that still has not happened. We are also paying for the subscription since November and have not been able to use it for three months now.

  

  Business Response

  Date: 04/02/2025

  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 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:03/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IFIT charged my credit card $428.67 without my authorization. I tried to cancel online and get a refund, but it essentially told me that I cannot cancel for ONE YEAR, Again, I DID NOT AUTHORIZE THIS CHARGE.

  

  Business Response

  Date: 03/24/2025

  Hi Trey, 

  Thank you for reaching out, after reviewing your account and careful consideration we have gone ahead and issued you a refund for the $428.67 for the year ifit membership. Please allow 3-5 business days for that to reflect your account. 

  Thank you