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:01/28/2025

  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.

  Software update has rendered machine unuseable. I disabled the wifi connection to avoid automatic software updates but after about six months the computer reset itself and now requires a login. It can't login though because it can't access the wifi. I can't get past the login screen. Taping the screen briefly gave me access to manual mode but then a software auto update disabled this when I restarted the machine as requested. The speed and incline controls work but the screen only shows the login display, so no indication of time, speed, distance or incline. The reset button through the pinhole at the back of the console doesn't work. It does not reboot the computer. It does nothing. I do not want iFit. I just want manual control and be able to see my speed, time, distance and incline.

  

  Business Response

  Date: 01/28/2025

  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.

  In order to use your machie in maual mode you will still need to create a free ifit account. It does not cost anything it just is so you can log in on your machine to access the maual mode. You may do so at ****************************** 

  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: 01/28/2025

   
  Complaint: 22867081
  
  I am rejecting this response because: I have an iFit account but can't access it through the treadmill because it doesn't have access to wifi. I can't set up wifi access without logging in. The screen briefly gave me access to manual mode when I could have set up wifi access but I chose not to. The software appears to not allow manual mode, which is unacceptable.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 01/28/2025

  We would like to perform a paperclip reset on your machine. Resetting the console typically requires 2 people, but may be completed with 1. Please follow these steps:
  Turn the machine off at the power switch or unplug it.
  Find a paperclip and bend the outside wire to make an L shape.
  Locate the paperclip reset hole on your machine. This can be located on the back or side of the console. (For instructions and diagrams specific to your machine, these steps can also be located in your owner's manual under the "Maintenance and Troubleshooting" section)
  Press and hold the paperclip in the hole.
   When the button is pressed, you will feel an obvious click.
  Power the machine back on while holding that paper clip button down at the same time.  Continue to hold until you receive a message on your machine. Often this says "Installing System Update" 
  If the reset was successful, the machine should reboot to a blue "Congrats on your New Equipment Page"
  Walk through the machine set up process and allow the machine to update. If it does not automatically attempt to update, you can check for updates by navigating to the Maintenance screen located in the Settings.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22867081
  
  I am rejecting this response because: I have an iFit account but can't login because the treadmill is not linked to the internet via wifi. I can't link it to wifi without logging in. The reset button does not work, so there's no point in telling me how to reset to original factory settings.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 01/29/2025

  Hi ****, 

  Could you please send us an image of your screen to **************************************** so we may help manually reset your console? please include your claim number in the subject line of your email.

  Thank you 

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19, 2024, I paid for a year membership. On January 26, 2025, my membership was deactivated for no reason. I gave a customer service representative a bad review recently and feel this is some type of retaliation.

  

  Business Response

  Date: 01/27/2025

  Hi *******, 

  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 your membership is still active on our side. please power cycle your machine and try loggin in again. 

  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: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that my membership was reactivated today. I do not agree with the fact it was never deactivated. I'm glad my membership is back to the "pro" level today and expect it to stay this way for the remainder of the membership tenure of one year.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Norditrack Treadmill in early December 2024. As part of the purchase, I had to buy a 12 month membership to iFIT and pay the full 12 months in advance. The website said I could cancel the iFIT subscription for a prorated refund. When I called today to cancel and get a prorated refund, I was told there was a 30 day deadline. My equipment was not even installed until late Dec, so I had no way to know if the membership was useful or not. I would like a refund of the membership prorated to 2/1/25.

  

  Business Response

  Date: 01/27/2025

  Hello- 
  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, we have gone ahead and prorated membership and submitted a refund in the amount of $309.61 with confirmation number ********* 

  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:01/24/2025

  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.

  We purchased a treadmill 1250, 12/29/24. We received it 1/3/25. On 1/21/25 the console did an automatic update to their new BETA my.ifit. Since that time we cannot get the console to work. It gives error code CDD-DASH-0. I spent 4 hrs on the phone with three techs, got cut off twice, and after several tries, and several soft console reboots (their paper clip method) I got a log on screen with a QR log in. However it is a death loop. I log in, get the confirmation on my phone, but the system goes to a message that BETA is only for premium members, with the choice to either go back to "IFIt" or "switch accounts". Neither option works rendering the machine unless. Day two I spent 4.5 hrs on chat with tech support and had the same results, then ended up in a chat hold for 1.5 hrs. All of this is logged and documented. We would be happy to use it in a manual mode, but we cannot turn the treadmill on without the console. I've asked for a test plug or a dongle as they would use in the factory that would bypass the console but they do not have that. So the treadmill at 17 days old was crippled by the BETA update. They are not willing to fix it, send a new console and tech, or anything else. They tell me that I will have to pay about $500 to return the machine they broke. I keep asking for management, I cannot find anyone to talk to, the 6 techs I spoke with could not or would not escalate the call. I have sent repeated emails to no avail. They recently settled a class action lawsuit for the exact same issues in December. Had I known they had this suit I would not have purchased from them. They seem to intentionally want to run out my 30 warranty, and refuse to honor the onsite tech support and equipment replacement. I cannot seem to speak to someone in the United States as they magically have no phones. So the only option I have is tech chat or tech call, which as I have experienced have left me nowhere. They are doing the exact same things they were already sued for.

  

  Business Response

  Date: 01/27/2025

  Hi Lori, 

  Thank you for taking the time to address the issues you have encountered with your treadmill. We appreciate your valuable feedback as we work to improve our services!  Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.

  After reviewing your account, we can see that a new brain board has been ordered for your machine, We apologize for all you have been through. We’re happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. 

  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: 01/27/2025

   
  Complaint: 22853073
  
  I am rejecting this response because:It took me 12 hours to annoy enough people to get someone to look for the problem. No one prior to ***** was capable of finding the problem or providing a fix. ***** was only asked to look at our issue because I have filed complaints and because I was updating the lack progress three times per day starting day two, then day three, and day four. For perspective your customer service *** was useless as she emailed me there was not enough evidence to send a fix. Did she think I was just going to keep a 17 day old broken treadmill in my house without bothering you or her while it was under warranty? It is also rather nervy to tell me, after you pushed your BETA update, and you broke the treadmill, that at 17 days old I will have to pay you nearly $500 to take it back. How will you restock a broken treadmill? Certainly I have better things to do than spend my time with your techs going in circles. No I will not be satisfied until we have the part and the tech comes out and fixes the console. Then if it starts working again, at that point, I will be warming up to saying I am satisfied. If I have to call back to get help on this issue again or any other issue, I obviously will not be claiming you did anything acceptable to rectify the situation. Therefore I will reject your response until it is completely and absolutely fixed. Right now I am at one week having this treadmill broken and it may take another week to see the fix and whether it works. We sill do not know when the part will arrive or when the tech will do the fix. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 01/28/2025

  Hi ****, 

  Thank you for expressing your concerns, we are sorry you are going through this, it does look like your part has shipped and is scheduled for delivery on friday 1/31/25. Your tracking number is 1ZX8444WYW49656169. Please let us know if you have any additonal questions. 

  Thank you 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22853073
  
  I am rejecting this response because: The tech will be out 2/3/25. The treadmill worked for 17 days, it is now going to take 13 days to see it fixed. Since it will possibly be fixed 2/3, I will reserve my "acceptance" until after that time. Meanwhile it has taken over a week for others to respond to the various tickets created. Not only that, someone tried to pitch and extended warranty for me to buy from you. I'm pretty sure I'd have the same headache trying to get trough to someone for help, even with me paying you extra money.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 01/29/2025

  Hi ****, 

  We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. Thank you

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22853073
  
  I am rejecting this response because: It is my understanding that if we have a problem within the first 30 days you would fix the problem and add another 30 day warranty upon completion of the problem. Are you only proposing to add back the down time to my 30 day warranty? Please do not pretend you are doing me a favor as this is your stated policy. Also how would you propose I contact you? Should I spend 12 hours and four days attempting to contact someone via your customer service number?  I should not have to contact you unless I have a direct case manager phone number, so that I do not need to talk to various people who will transfer me endlessly, leaving me on chat hold for 1.5 hours. Your BBB complaint department gives a swift response but your customer service department does not. I have had people contacting me one week later asking if my problem is fixed. I should not have to wait one week to receive a response from customer service. 
  
  Sincerely,

  **** *******

  

  Business Response

  Date: 01/31/2025

  Hello ****,

  We will add any lost time back to your warranty that you have lost once the machine has been repaired. Please let us know if the **** has reached out to you to schedule the appointment. You can contact us by live chat, social media, phone, or email. We sincerely apologize for the issues that have occurred and hope to get your machine up and running for you to enjoy!

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22853073
  
  I am rejecting this response because:I believe your sales associates promote an additional 30 day warranty after the product is fixed. Hmmm sounds like no one communicates correctly at your organization. Additionally, you suggest I contact you in the same manner I tried repeatedly to contact you. This is why we are communicating through BBB. I once ordered a large dining room table through *******. Someone had dropped it on a corner before delivery and the corner was crushed. Within about 3 minutes I had a solution with a lovely representative, and a new table on the way. It did not take multiple people, in multiple venues, over the course of 4 days and over 12 hours, for someone to do something as your organization did. Yes the tech is scheduled for 2/3/25. Hopefully the tech is able to fix the problem. 
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/03/2025

  The treadmill has not been fixed yet. The technician should be out today (in an hour) but I have not heard anything as of yet. I will know after the technician replaces the damaged board whether it is fixed or if he will need other parts etc. Thank you for keeping in contact.

  

  Business Response

  Date: 02/03/2025

  Thank you for keeping us informed. We look forward in hearing from you 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22853073
  
  I am rejecting this response because:**** the technician came out and replaced the two parts, but then the console panel was not consistent using the buttons. What I mean is if he used the console panel to control the speed or elevation he was getting inconsistent results. Sometimes it worked sometimes it didn't. He called a tech support person and because it wasn't consistently failing, and we could still use the lower panel to adjust speed and elevation, the phone tech said to wait and see if we have more trouble with it. So while the error codes are now cleared and we can log in, and turn it on, we are not sure if the console panel is consistently going to work. The tech support person thought that there might be a bad wire but didn't seem like it was a big deal for me to call your support line to get it fixed. I guess he did not know how long it took me to get this fix on the customer service line. So that is where we are. Maybe it is fixed, or maybe I will be calling again. Who knows?
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/04/2025

  Hi Lori, 

  We would like to offer you a replacment machine due to all the issues you have had, please let us know if you would like us to process a replacement.

  Thank you

  Customer Answer

  Date: 02/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22853073, and find that this resolution is satisfactory to me. If you could please give me the details as to what the process is and how it will take place. I would request it be new not refurbished. Will you be picking up the old one or will we have to get rid of it ourselves? 
  
  Sincerely,
  
  Lori Clayton

  Customer Answer

  Date: 02/10/2025

   
  Complaint: ********
  
  I am rejecting this response because:We bought a Nordictrack treadmill and received it 1/3/25. IFIT did an update and it crashed the control panel/brain board on 1/21/25. It took me four days and 12 hours just to get help. the next week a tech arrived 2/3/25 but had some further problems with wiring. He (**** the tech) called IFIT tech support and they told him to tell me to call their customer service number to get it fixed. After filing a complaint and going back and forth over the repair, their response on 2/5/25 was to replace the treadmill. I asked a couple of questions and agreed, which closed the case. However it has been five days and I have not had a response from anyone at IFIT. I do not know if they are sending a new machine and will pick up the old one. My complaint # is ********. Since it has been five days without a response, I am opening up another complaint as they have not communicated or initiated a replacement to my knowledge. Communication seems to be a widespread problem here. I believe 2/17 is my last day under the "extended warranty" which is one week from today.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/11/2025

  Hi ****, 

  Thank you for reaching back out, we never heard back from you on the last message that was sent over to go ahead with the replacment. We've since ordered you a replacement machine. Your new order number is ******* please allow 3-5 business days for that to ship out, and 7-10 business days for it to arrive to the carrier in your area. You will be contacted within 10 BD to schedule pick up of the old machine. the carrier will be contracted to enter the home, disassemble, and remove the machine free of charge. 

  Please let us know if you have any further questions. 

  Thank you 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22853073
  
  I am rejecting this response because: I am actually not rejecting the response. I send a message back accepting the replacement and I had a few questions, but I think because I "accepted" the response it closed the case (?) I'm not entirely sure. Anyway thank you for the replacement. We received a text yesterday and today, the replacement will be delivered Friday. We also received a text from the service picking up the original treadmill which said they will contact us in 3-5 days. Thank you for the resolution to this issue I look forward to closing it out when the new one arrives and the old one is picked up. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/13/2025

  ****, 

  Thank you for keeping us updated! Please let us know if we can be of further assistance. 

  Thank you 

• Initial Complaint

  Date:01/23/2025

  Type:Delivery 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.

  Order # ********** This was ordered Jan 11, and was suppose to "SHIP" Jan 13. Only the label has been created the product has not been shipped. Tried to get help via chat, passed to Billing agent named Maria C. She keeps insisting it was shipped and its a problem with FEDEX. I told her its NOT. Label was created, FEDEX does not have the item. I even supplied the FEXEX tracking (****************) and she said I was unprofesional and disconnected? This agent needs to be FIRED. Called your 800# and was transferred and put on hold what seems like forever so I hanged up. My desired solution is ship ********** and reprimand/retrain/fire Maria C

  

  Business Response

  Date: 01/24/2025

  Hello Marc,
  Thank you for taking the time to address the issues you have encountered with your order **********.  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 have contacted the department responsible for handling these inquiries, and they are currently in the process of escalating the matter to our warehouse

  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: 01/28/2025

  Hi Marc, 

  We've have issued you a new order. Your new order number is ******** Please allow 1-3 business days for that to ship out of our warehouse. Please don't hesitate to reach out with further questions. 

  Customer Answer

  Date: 02/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22847232, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Marc Perez

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order last night called this morning as soon as they opened to cancel the orde. I applied for credit and when I finished the credit application the cart automatically was paid for. Now when I called to cancel the want to hit me with $250 freight charge and a 10% restocking fee .. their system didn’t allow for any way to cancel after the order was placed. And now they drag their feet and wait till the order is shipped so they can extort the fees ..

  

  Business Response

  Date: 01/22/2025

  Hi William,

  Thank you for taking the time to address the issues you have encountered with your order. 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 spoke with our Billing and Returns department about this return. They have informed us that a refund has been processed today in the amount of $1,678.19. This refund should reflect on your account within 7-10 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 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:01/21/2025

  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.

  We have a commercial grade treadmill from Nordictrack with the iFit program installed. Recently there was an update to the software and due to that our treadmill's console no longer works(it is stuck on a blue screen). We have troubleshooted via information from the company website as well as with a technician on the phone with no resolutation. I was told that they are no longer supporting any iFit programs prior to 2022 and I could go to aftermarket to get a new console (Which I can not find). The treadmill itself still works (the motor and platform) however due to the iFit issue I can not even get it to work on manual mode. This is unacceptable that a software update can deem an expensive piece of equipment useless. I am willing to pay for a repair given that the machine is less then 10 years old and is not overly used and in very good condition, but I am not even given that option due to the company's software issue. I would like a resolution instead of having to replace an expensive piece of equipment. Based on my conversation with a representative they are unwilling or unable to do so.

  

  Business Response

  Date: 01/21/2025

  Hi Suzi, 

  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 looking into your account, we do verify that your model is part of our end of software support as of Aug 2023. The manufacturer's date of your machine falls into this catagory. We apologoize for the confusion and inconvienance this has caused you. If you wish to read more about our end of software support please see this article posted on our website as of Aug 2023. **************************************************************************.

  We are no longer manufacturing the console for your machine but have some retailers who might have them such as  *********************, *******************, and **********************. 

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

• Initial Complaint

  Date:01/18/2025

  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 have contacted the company 8 times and my product. Is on warranty and they wont fix it. I had to pay money after threatening to sue for someone to come out. They refused to help even though I have a warranty of the product. Its been over one month and no resolution.

  

  Business Response

  Date: 01/20/2025

  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.

  After reviewing your account, it does appear that we have a service call requested for you to have a certified tech out to diagnose your machine. Your service call number is SO-2945301. Please allow 3-5 business days for the tech to reach out to you to schedule your appointment directly with you. 

  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: 01/20/2025

   
  Complaint: 22828185
  
  I am rejecting this response because:

  I have to pay for the service technician to come out and fix my machine, even though it's under warranty.  Moreover, while I called 8 times, and requested assistance at 8 different times, never once would the customer service representative send me to a supervisor-- I'm convinced they do not exist-- nor offered me assistance.  The only reason he scheduled this call is because I told him I wanted it recorded that he refused to help me and I have been keeping the recording to file a court order on the lack of follow through from the company, if the product is under warranty.  He refused to send me a new screen, and said the only way I could get a working one is if I paid for the technician and then requested a screen.  This goes against the entire reason to have a warranty.  After reading countless reviews that reflect the same issues with your company, I truly believe a class action suit is the only way to rectify the practices by your company.  Again, the only way I can get the products for my machine is to pay more money to have someone come fix the machine EVEN THOUGH IT'S UNDER WARRANTY.
  
  Sincerely,
  
  ******* Srsen ******

  

  Business Response

  Date: 01/21/2025

  Hi *******, 

  We are happy to cancel and refund your service and send you a console, however without proper diagnostics by a certified tech we cannot guarantee that the new console will fix the issue you are experiencing. Please let us know if you would like to continue with the service or cancel it. 

  Thank you 

  Customer Answer

  Date: 01/24/2025

   
  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.  I would like to receive a new console and cancel the service and be reimbursed for the service.
  
  Sincerely,
  
  ******* Srsen ******

• Initial Complaint

  Date:01/17/2025

  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.

  Purchased a nordic track treadmill in November 2024 was able to use for approximately 1 to 2 weeks then would not longer work i contacted them on several occasions I believe 3x - they were unable to rectify the problem so sent out a technician to repair on January 17, 2025 which was unsuccessful- they were not helpful and refused to allow me to return the machine I have been paying for a machine I can not use and have missed work to accommodate repairs- I just want to return the machine thank you ** *******

  

  Business Response

  Date: 01/21/2025

  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 looking into your service call, the technician has stated that the machine is running up to manufacturer's specs. Can you please send us a video of the issue and give in detail the issue you are experiencing since the tech was  out. 

  Thank you 

• Initial Complaint

  Date:01/17/2025

  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.

  On 11/28/24, I ordered a NordicTrack 1750 Treadmill for $2,709.38. The machine arrived on 12/6/24 completely inoperable. I paid for white glove delivery+installation, but they couldn't even turn the machine on. I must mention here that the delivery team admitted that they'd already delivered non-functional machines to other customers that day. The delivery team left saying they'd let the company know about the problem, but then no one contacted me about it. I called customer service and asked them to replace the machine, but they wanted to send out a technician first to see if it's just a minor problem like kinked cables. A technician came on 12/13/24, but he still couldn't get the machine to start and said the problem was with the display unit. Again, no communication from the company about this, so I had to call customer service on 12/16/24. They ordered a new display unit and a technician came on 12/20/24 to replace it. He then left without saying anything. I was able to turn on the new display unit, but the machine was still inoperable. I called customer service again right after that, but they said they would not be available until 12/23/24. I then traveled out of the country between 12/22/24-1/8/25. I called customer service again on 1/10/25 and spent over 2 hours on the phone with their agent who, after numerous unsuccessful troubleshooting attempts, decided that the display unit was still inoperable and decided to order another replacement unit. So far, I've probably spent close to 8 hours of my time on the phone with customer service - long hold times, agents hanging up, agents saying they'll transfer me to another department but then bouncing me back to a menu where I have to start everything over, agents wanting me to repeat silly troubleshooting maneuvers over and over again. They said my only other option is to return the machine for an additional $250 and 10% restocking fee. Their product is clearly substandard, and I can't even return it for free.

  

  Business Response

  Date: 01/17/2025

  Hi Linda, 

  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 happy to issue you return for you, please be aware that you will not be charged any fee's however the white glove assembly is non refundable due to the charges go to a different company. So your totaly refund of $2499.44. We also require the machine to be partially disassembled, and available next to the front door at the time of pick up, You may also choose to wait for the repair to be made and we would be happy to offer compensation for that route as well in the amount of $94.50 and 3 months of IFIT added to 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: 01/27/2025

   
  Complaint: 22823212
  
  I am rejecting this response because: As I mentioned in my previous message, it is physically impossible for me and my husband to move the machine to the front door. The pick-up team will have to move it out of the room. 
  
  Sincerely,
  
  Linda Benes

  

  Business Response

  Date: 01/27/2025

  Hi Linda, 

  We do not have a disasembly team in your area, to return the machine you will be reliable to get it to the front door. We apologize for the inconvienance this has caused you, this is our return policy. 

  Thank you