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:01/11/2025

  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.

  We bought a treadmill from iFit Nordictrack on 30 December 2024. We were told it would arrive in five business days. On 1 January 2025, we received a text message stating that the treadmill is being delivered that day and we need to be home for it. We cancelled our plans and it did not arrive. We received an email on 3 January stating it would arrive on 8 January. My husband took off work to be home for the delivery. It did not arrive and we received notification it would arrive on 9 January. The morning of 9 January we received another notification stating it would arrive on 10 January. The night of 9 January we received another notification stating we needed to reschedule delivery again. We contacted NordicTrack and they said the cannot help with delivery. When we requested a refund as the product has not been delivered as promised, they have ignored our request and stopped communicating with us.

  

  Business Response

  Date: 01/14/2025

  Hello-

  
  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. 

  
  This morning we have contacted the assembly 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.

  We are happy to provide some compensation as a token of our appreciation. We can go ahead and refund $91.50 back 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: 01/17/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/11/2025

  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 bought a NordicTrack recumbent workout bike several months ago model#NTEX14921.2 serial#*************. It came with Ifit software for different types of workout programs. The programs functioned normally until a couple of months ago when coincidentally Ifit asked us to renew our membership and add upgrades ie spend more money. After we declined the upgrade, most of of the programs that were initially there required apremiere membership. We called Ifit twice, the first time spending an hour on the phone with someone who could not help and the second time for close to three hours same outcome. They offered no resolve just wanted to call us back and try again.

  

  Business Response

  Date: 01/13/2025

  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 the past cases it appear that the member had you reinstall the app and the issue was resolved. We would recommend doing a pinhole reset.  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.

  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:01/10/2025

  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 purchased a NordicTrack T Series Treadmill and about a month later it started having issues with adjusting the settings of inclin and speed. We called them and they said it was "normal" just needed to be reset. We did that and problem still persisted. We called again and we're told it needed an update. We followed the steps and it worked for about a week. We kept calling in and would get transferred and hung up on. We wanted a technician or someone to assist and not just a CSR tell us to unplug and plug back in. We have been trying to reach anyone to help us troubleshoot the issue. Went online and see many compliants about IFit program which we paid for annual subscription and could not use. I need someone to fit or replace hardware or whatever is the issue.

  

  Business Response

  Date: 01/10/2025

  Hello ******,

  Thank you for taking the time to address the issues you have encountered with your NordicTrack T Series 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. 
  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 08/31/2022. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible. 

  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, misassemble or accidents.

  You can go online at ************************************************************ to further review if you would like.

  In looking into your account, we can see you contacted our member services department regarding issues with your machine on 04/07/2023. It does not look like we have had any calls or messages from you since then regarding any issues. 
  If you are experiencing any issues with your machine, 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.

  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: 01/10/2025

   
  Complaint: 22794403
  
  I am rejecting this response because: there is no way to contact them directly, my husband used his name and e-mail when asked by the CSR's. His name is **** same last name and the e-mail he used was ********************************
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/13/2025

  Hi ******, 

  We are happy to help you here, can you please tell us what issues you are experiencing with your machine when it comes to the speed and incline? also please provide us a video of the issue and send it to **************************************** and make sure to add your complaint number into the subject line so we can assist you further. 

  Thank you 

• Initial Complaint

  Date:01/07/2025

  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 a commercial NordicTrack treadmill that has been lightly used for 2 years. One day, my treadmill console decides to have a continual looping of the iFit screen and won't let me access any treadmill features to start a run. It's completely unusable. I contacted support to understand and resolve the issue, assuming there'd be a simple fix considering the treadmill is new, still working, it's just stuck on a loop. They informed me that my machine does not have a factory reset and I would need to purchase a new console, which they no longer sell. They also told me there's no guarantee that would fix the issue. So I now have a $2,000 new, lightly used treadmill that only is not working because a problem the company created to force people to buy new treadmills. Support has been horrible to work with and many have reported similar issues and no support from the company at all.

  

  Business Response

  Date: 01/08/2025

  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.  

  After looking over your account and model of your machine, we can confirm that it is on the list of our end of software support due to the age. Your machine was manufacturered between 2011-2016 and is no longer being supported by IFIT. IFIT is no longer manufacturing parts for these machines, we have a couple different websites you may look to if needing parts, those are  treadmilldoctor.com and fitnessrepairparts.com. We apologize for all you have been through, to learn more about our end of software support you may read this article that was published on our website as of August 2023. ****************.

  Thank you 

• Initial Complaint

  Date:01/07/2025

  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 bought a NordicTrack treadmill less than two years ago. It was used maybe 25 times. Each time I tried to use the machine the, screen malfunctions and requires a hard reset. The MPH and Incline numbers do not work and the volume button only goes up. Ive called several times about multiple issues. Most recently, I was told the console on my machine needed to be replaced. The customer service agent I spoke to on 12/30 told me the console would ship and arrive within 7-10 days. As of today, I requested an update and I was told the console was out of stock. The customer service agent told me I would receive a call within 12-24hours and they would tell me what to do. And, maybe the warehouse has one. I was denied speaking with a manager and denied any resolution plan.

  

  Business Response

  Date: 01/10/2025

  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 appear that a new console has been shipped. Your tracking number is 1ZX8444W1301187084 via UPS. 

  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:01/07/2025

  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 purchased a Commercial 1750 and have had consistent problems. The machine has broken down 4 times, and a repair man has been to my house 6 times already. I initiated a report in December of the most recent breakdown, and my warranty expired January 1st. I was told not to worry, my warranty was still active. They sent me the parts, but by the time they arrived and I called to schedule the repairman, they tell me my warranty is no longer active and I will have to pay for the repair person myself. Despite my initiating the claim prior to the expiration and them even telling me that it was still active. I have not been able to use the machine almost as much as I have been able to due to it being non functional and waiting for repairs multiple times. Once, I was injured when the machine was not fully repaired and I tried to put a part back on myself, which resulted in me getting stitches. I was told those expenses would be covered, but never heard back on that. I wasn’t really that concerned about the medical expenses, as I have medical insurance, but I was more so trying to express frustration that I have had so many problems with this machine. Now it is broken again and they are saying I’m out of warranty, even though I initiated the claim before it was expired. The only resolution that they have offered so far was to forward my feedback on. I want to warn others of this so that they are not spending thousands on a machine, hundreds of dollars for a warranty and hundreds of dollars yearly for a subscription for a machine that will not function for long. I am stuck with a nonfunctional machine after all of this money being spent.

  

  Business Response

  Date: 01/08/2025

  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.

  Looking into your account it does look like a tech has been requested to come install the parts. Your service order number is **********. Please allow 3-5 business days for the tech to reach out for scheduling. 

  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:01/06/2025

  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 my machine 12-18-2023. We got the new update (NOT beta), the actual update to 2.0. And it worked AMAZINGLY. Then they took it away and said my machine didn't qualify. My machine was LESS than a year old. They had to have known this when they sold me the machine. They did not tell me prior to my purchase that machine would be ineligible for the new interface. Also it gives me the option to update to the 2.0 on my machine, but was told by customer service I can't do it. As expensive as the equipment and monthly service charges are this is not acceptable. I feel like I have been bamboozled. The machine is very much capable of running the 2.0 as it did it for months without issue. I feel very deceived.

  

  Business Response

  Date: 01/08/2025

  ******,

  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.
  
  

  What I would be able to offer you would be the below two options. Please let me know if this would be something we can proceed with and we'll get you taken care of.

  Option 1- 40% off With this option, the new equipment would be delivered, and setup! (Free Installation)

  Option 2- 50% off With this option, the equipment would be delivered curbside and you would have to get it inside, assemble the equipment. Would need to pay for assembly if that is something you would want!

  Thanks!

  
  

  Customer Answer

  Date: 01/08/2025

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/06/2025

  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.

  Transaction date 12/31/24 In order 2 parts for an exercise machine, was charged for 2 but only received 1. I spent an hour on the phone with Lanza asking to speak to a supervisor but she refused. I asked to just send the missing part and she insisted she needed proof of purchase. I asked her to look up the invoice, I gave her PO number **********, order#******, and customer#***** she informed me she could not access the invoice.

  

  Business Response

  Date: 01/07/2025

  Hi *******, 

  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. 
  

  After looking into your account it shows that the roller was submitted yesterday 1/6/2025 for replacement. Your order number is **********. Please allow 7-10 business days for shipping. 

  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:01/04/2025

  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.

  This companies customer service is maddening. They do not want to speak to their customers. I've now spent about 7 hours trying to resolve what should be a simple problem. I purchased a Nordic Track from Ifit about a year or so ago. A commercial 2450 model. It works fine. They recently updated the software. The result is I can't login and use the machine. They have a customer phone number. I called and gave up after 35 minutes on hold. While on hold, a recorded voice repeats every so often how helpful it would be to just go to their website and communicate with an expert. I've done that a couple of times. It a robot. For my purpose its useless. I've tried everything I can think of with no success. The login process leads me to create a new account. I don't need to create an account. I have one and have paid my membership through March of 2026. I can access my account information at there site online. It reflects my paid membership as stated. I'm in a circular **** with a $4000 machine. It works fine but I cant activate it. *******

  

  Business Response

  Date: 01/06/2025

  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 apologize for the experience you have had, 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:

  
  1.Turn the machine off at the power switch or unplug it.
  2. Find a paperclip and bend the outside wire to make an L shape.
  3. 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)
  4. Press and hold the paperclip in the hole.
   5. When the button is pressed, you will feel an obvious click.
  6. 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.
  
  NOTE: This process will reset the console to its factory settings. You will need to have your Wi-Fi password and your iFit account information handy to re-enter it. This will not affect saved stats (which are on our iFit servers).

  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:01/03/2025

  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’ve had bad experiences with IFIT customer service reps and the old version and the new beta version of the software have messed up my machine.

  

  Business Response

  Date: 01/06/2025

  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 happy to get this resolved for you. Could you please give us more info on the issue you are experiencing along with any photos of your screen so we can see what's going on. 

  Once we hear back from you we are happy to move forward with getting this resolved for you. 

  Thank you 

  Customer Answer

  Date: 01/06/2025

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

  I’ll call this week 

   

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

  

  Business Response

  Date: 01/07/2025

  Hi ****, 

  Thank you, anything you can provide will be grately appreciated, if you would like you may also email us the visual to ********************** 

  Thank you