Business Profile

Exercise Machines

iFIT

Headquarters

Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,413 total complaints in the last 3 years.
249 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/01/2025
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.
Bought treadmill and in 2023 and broke my leg not to long after starting to use this. Took about a year to start using this and just recently did last upgrade on machine for the software and now cant use the treadmill and no one responds to messages and hours on hold if you can get a phone call in. This is an expensive machine and they cant get better customer service? Let alone the monthly cost of the programs. Would like my machine back up and running at their cost.
Business Response
Date: 01/02/2025
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've sent you an email from **************************************** so that we can get some additonal infomation regarding the isues you are experiencing. We look forward to hearing from you soon.
Thank you
Initial Complaint
Date:12/31/2024
Type:Order 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.
The tablet does not connect to the WiFi. Error code *****.This problem has been going on and recently became worse. Tried to resolve the connection issue with iFit customer Service representative ***** on December 27, 2024 2:19 PM. After spending 2.5hrs on the phone with her, the problem remains unresolved.Additionally, she said she will request a new tablet to be sent out and that she would send an email to me, so far nothing.Furthermore, I checked my account online and see that the case is closed.
Business Response
Date: 12/31/2024
Hello Satya,
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.
We're unable to send out a replacement console as the code ***** reported is Wi-Fi related. I would be happy to deep dive into this issue and determine what could be causing this.

I would like to run a RouteThis Scan to better understand how the machine and your network are communicating as well as check for interference between the two. This will need to be done on a separate smartphone or tablet. Ensure the machine is on and connected to WiFi during the scan.
1) Make sure the device is connected to the same network the machine is connected to.
2) Download the 'RouteThis Helps' Application from the App Store or ****** Play Store
3) Open the Application after it is installed
4) Click Begin
5) Enter "IFIT" as the four-letter code
6) Respond to this email with the generated Key it gives you.
7) Once you get that key, make note of it and follow the prompts to perform the test.
While performing the test, please leave the application open throughout the whole test. As well please ensure your device is near your router during the scan for the best results.
Once the test is completed, please send the generated key here.

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!
Initial Complaint
Date:12/30/2024
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 Nordic Track 1750 Treadmill from Canadian Tire in October 2020. Sometime in 2024 a few days after using the treadmill the screen turned black and the treadmill stopped turning on. I believe I connected to **** and the treadmill installed an update which bricked the treadmill and rendered it inoperable. The ********* has not worked and a factory reset does nothing. **************** is unresponsive and has done nothing to assist. I would like a replacement console so the treadmill works again. It is unreasonable that a software update would destroy the machine completely rendering it unusable.
Business Response
Date: 12/31/2024
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 case and account, we have a couple questions and things we need to have you do. Can you please tell me if there is a blue bluetooth light that is still lit on the machine with the screen black? also 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.

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

Customer Answer
Date: 01/01/2025

Complaint: 22745895

I am rejecting this response because:
There is no Bluetooth light. The paper clip reset did not do anything. The treadmill screen is black.
Sincerely,

******* ********
Business Response
Date: 01/02/2025
Hi *******,
Thank you for verifying, can you please verify if you have a green light on the power adapter and lights on your control board indicating power?
Initial Complaint
Date:12/30/2024
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 December 30, 2024 I responded to an IFIT promotion directly from an email they had sent to me to restart my membership. I have two pieces of their equipment a treadmill and the Vue mirror (which is useless without membership). I am not in a cycle where when I go to myfit. (suggested by them) there is no recognition that my payment has been updated. Both machines give me QR codes to scan with my phone or to use blue tooth to recognize but this does not work to access the content. I even downloaded the Ifit app and it too asks to charge me again for a membership. I have already on the 30th paid for a membership (monthly) and with charged been charged $42.00. I am only able to get a chat bot to help me and it's useless. I was on hold for over 60 minutes and hung up on twice before even reaching and agent. I just want to be able to use this or get my money back and ensure they don't charge me again next month.
Business Response
Date: 12/31/2024
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 membership it appears that it was never applied, I'm happy to get that resolved for you, can you please send me a copy of the payment receipt you received upon purchase?
Thank you
Initial Complaint
Date:12/30/2024
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 called customer service and spoke to Yam Labarro. I asked her to provide me with instructions on how to use my recently purchased NordicTrack treadmill without a subscription. I spent 45 minutes on the phone with her and she would not answer my question.
Business Response
Date: 12/31/2024
Hi *******,
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 sorry for the experince you have had, we would be happy to answer any questions that you have regarding manual mode. please respond to this with any questions that we may answer for you.
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:12/29/2024
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 treadmill from Nordictrack online and when my treadmill stoped working i called for service for and they told me i was out of warranty and i needed a technician to come to my home to see the issue and it would cost me $159 which i paid and the technician came out and looked at the treadmill he told me there is a part that needs to be replaced and to give him a week to send his report to the company and i can call Nordtrack customer service to get the cost of the part and set up another appt to replace it. The tech came in July of 2024 and i have called 5 times since then to try to order the part and get the my treadmill fixed so i can use it and i have been unsuccessful. Every time i called i get an agent that tells me they need a picture of the part or damage which there is no damage to my machine and the part is inside of it so there is no way for my to get them a picture or video. They keep telling me they cant tell which part it is with no picture or video. I have asked several time for them to look at the tech report and tell me what the notes say as far as the needed part. They either tell me the part is not in the notes or they don't have any visit information or notes from the technician. I asked them to send another tech so they can figure out the issue and i have been told i would have to pay for another visit. I explained i already paid once for a technician to come out for this issue an they don't seem to get it or care. I told the last agent i spoke with then i would like a refund for the $159 i paid since it was paid for nothing since my treadmill is still broken and now i have no information on my part. I was told this is the parts department and there is nothing then can do. I asked to be transferred to customer service and they wont do it. I have tried to call several times with no luck. This department i keep getting is an out of the country location and they agents have a hard time understanding my concern or offer a solution.
Business Response
Date: 12/31/2024
Hi Summer,
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 and service order it does appear that a new console is the part needing to be replaced. A new console is $451.35 and we would be able to offer a 20% discount on that part for you. If you would like to move forward we would be happy to send you a payment link via email or you may also order it on our website at *******************. The part number needed is 403166.
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: 12/31/2024

Complaint: 22732211

I am rejecting this response because i was not provided with direct contact name, or phone number on how i can reach out to you directly to order the part with the 20% discount. I would also like to schedule a technician to install it as i don't know how to do that and will need a tech to do it please. Is that something you can assist with ?

Sincerely,

Summer Hanoush
Business Response
Date: 12/31/2024
Hi Summer,
I've sent you an email from our **************************************** to send you the link. Please let me know when a good time to send the link will be. It will expire after 30 mins. We are closed on 1/1/25 but will reopen on 1/2/25.
Thank you
Customer Answer
Date: 01/06/2025

Complaint: 22732211

I am rejecting this response because i need to schedule a time to get this resolved. Having a ************************************** to check without a scheduled time. Can we schedule a time for maybe tomorrow at 9:30 am EST for you to send that email please?
Also as far as the $159 service fee is there a possible discount that can be applied towards that? As i have already paid that amount once and nothing was fixed at that time due to a new part being needed. I have been trying to fix my treadmill since July. Anything you can do to help is appreciated.

Sincerely,

Summer Hanoush
Business Response
Date: 01/07/2025
Hi Summer,
Yes, I will send the email tomorrow 1/8/2025 at 9:30 am MST. Thank you
Customer Answer
Date: 01/08/2025

Complaint: 22732211

I am rejecting this response because i did not get an email today 1/8 at 9:30 MST .
is there another day and time we can do this or can you please send me your direct number or email so we can take resolve this issue?

Sincerely,

Summer Hanoush
Business Response
Date: 01/09/2025
Summer,
We apologize for all you have been through I've gone ahead and issued you a one time courtesy console. Your order number is ICS9983008. Please allow 7-10 business days for shipping. Thank you
Customer Answer
Date: 01/09/2025

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.

thank you!

Sincerely,

Summer Hanoush
Initial Complaint
Date:12/28/2024
Type:Product 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 recently bought a Nordictrack S24 Treadmill and S24 bike and received them on 5 December 2024. Since day 1, I have have nothing but issues with the Ifit software on these machines (which the company is fully aware of as acknowledged by their technician). I have spent over 4 hours on the phone for issues ranging from Bluetooth (multiple devices will not connect to either machine, including THEIR $100 heartbeat monitor), to the display on the treadmill going blank after about 4 minutes on any workout. After tapping the screen, the workouts resets... It is nothing short of a scam to charge this kind of money to a customer and give them half-*** customer service with zero resolution. I was literally told "wait and try the bike again after 24 hours and see if that fixes the issue" This company is a disgrace.
Business Response
Date: 12/30/2024
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machines. 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 send you replacement machines, however could you please provide the full model and serial number off the treadmill for our records? also we can offer you some compensation for the issues you have had upon acceptance of replacement machines. $146.50 on the Treadmill and $73 on the bike.
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: 12/30/2024

Complaint: ********

I am rejecting this response because:
I would like an actual manager to contact me directly on these issues. I would like to know what the path forward will be (other than throwing $220 at me to turn a blind eye to this).
The model numbers are:
Treadmill: NTL39225.0
Bike: NTEX02425.0
Ifit software is why these pieces of equipment are bought, without that, they are just your average treadmill (or bike).
Last time i checked, I could get a basic treadmill for 1/2 to 1/3 of the cost I paid.
I would really like to have someone contact me to discuss whether I want to even entertain staying with this brand, what updates Ifit is looking to implement for their software, why doesn't YOUR heart rate monitor connect up to one of the devices, etc...
I am asking for your company to get this equipment "working as advertised", or come pick it back up. There is no way that 2 out of 2 pieces of equipment should be having similar software issues, like this. This means Ifit has zero idea of how to tackle this and I now have some pretty expensive paperweights.
Thank you,

***** *********
Business Response
Date: 12/31/2024
Hi *****,
Thank you for providing that, we are managers that handle our BBB's. We would be happy to discuss your options, You are within the refund time frame if you choose to do that, applicable fees would apply if you choose to return. I can see that you talked with our agents as of 12/30 and a new heart rate monitor is on its way and the screen issue was resolved. We are happy to add any downtime to your warranty for the time your machines ahve been down due to not working.
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: 12/31/2024

Complaint: ********

I am rejecting this response because:
Once again, the issues ARE NOT resolved. Yes, your company is sending out another heart rate monitor. Guess what... it works on the bike! It does NOT work correctly on the treadmill. So, with my very limited knowledge in software (only 24 years), I have a sneaking suspicion that the new monitor will have the same issues the "old" one is having.
Bluetooth still is not correctly working for either device as well (ear pods).
And NO, I will NOT be paying your company to restock equipment that hasn't worked right from the start. Are you serious?!? We're getting to the point where lawyers will start to get involved.
I should be charging you all for the over 6-7 hours I have spent on the phone just dealing with basic issues, that you cannot seem to resolve.
I have asked for someone to contact me (preferably by phone), as it would be a lot easier to hash out all this BS instead of back and forth in messages getting us all nowhere..
All I have asked is for this equipment to work as advertised. I would be happy with that. I am not settling for the multitude of issues that keep arising, with no path on when/how they will be fixed (if ever). I shouldn't have to spend hours on the phone, getting relatively nowhere to now be here...

Sincerely,

***** *********
Business Response
Date: 01/02/2025
Hi *****,
We sincerly apologize for all you have been through, we've requested a tech to come out and inspect your machines to get them up and running to manufacturer's specs. Please allow 3-5 business days for the tech to reach out to you for scheduling.
Thank you
Customer Answer
Date: 01/02/2025

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 appreciate that a knowledgeable tech was sent out. He showed up today and I am hoping with his assistance, things start to get worked out that have been plaguing this equipment.
In the interest of hopefully getting to a good resolution (and being taken seriously), since that really didn't happen with the call center, I am closing out this complaint at this time.

Sincerely,

***** *********
Initial Complaint
Date:12/27/2024
Type:Product 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 been reaching out to iFit/Icon since November.I was given one case # ******** The console stopped connecting to ifit.I spoke with one tech and a reset was done (which erased all info on my machine-w/o my consent).The machine functioned. The next day it did not...since then, I have called, emailed and tried the chats....no avail. The issue is not resolved. My membership expires 1/6, so I called hoping for compensation with a renewal. I stated I was in ****** (it is also on my file) and spoke of Cdn. funds.I was offered $170.00 for a year, single membership. When we were ready to process I was told it was USD! BAIT AND SWITCH. I requested a reference # but it was refused.I want support and answers regarding the console. I want a membership at the same price or lower than last year. The customer service is beyond subpar. It is nearly impossible to reach a non-bot.
Business Response
Date: 12/30/2024
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, we can see that your machine was reported to have a white screen, please provide a photo of this screen, details regarding when this screen appears and are you able to access any of the workouts? The more info we have about your issue the better. Once we have this info we will be able to better assist you. If you have any issues uploading photos to this portal I will also send you an email that you can respond to directly as well to provide those.
We apologoize for the experience you have had regarding your membership, athough the price given was the lowest we are able to offer we would be happy to add an additional 3 months to your membership as a token of our appreciation.
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: 01/03/2025

Complaint: 22738172

I am rejecting this response because:
I have sent the requested videos, photos and explanations numerous times...with NO response from the party that requested them.
I am being asked to repeat the steps as (I believe) a stalling tactic as I have been experiencing since November. It is interesting that
my membership expires on Jan 6, 2025...I will not have access to the 'support' once I am no longer a member.
I have been a member since ~2017. This is not acknowledged by iFit as my surname and email address have changed.
The lack of support, the repeated requests of the same information without followup answers and support illustrate that
iFit does not respect or appreciate their members. It is also interesting the the membership price has nearly doubled in price since last year.

Sincerely,

****** *******
Business Response
Date: 01/06/2025
Hi ******,

Thank you for your patienance through the holidays! It appears that you are on the pro memebrship which is our highest membership and was changed upon renewal, we are happy to switch you back to the indivdual memebrship you had last year for $180 CAD. We apologize we are not sure why you were switched to the Pro, the grandfathered indivdual plan is $180 CAD a year and gives you all the same benefits as the pro except for streaming services.
As for the screen, we are happy to send you a new console, please respond with the model and serial number along with the date or purchase and purchase place so we can register your machine and get that sent out to you as soon as possible.
Customer Answer
Date: 01/07/2025

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.

Sincerely,

****** *******
Initial Complaint
Date:12/27/2024
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 8/31/2024 I reached out to iFit about memberships. They had recently announced that additional features would be added such as Netflix. When I spoke with them I was told you had to upgrade to a Family Pro membership to get them. I advised that I had a s22i bike and was planning to replace it with a used x32i treadmill from a private seller. I was told both would receive the update and agreed to upgrade to a 3 year plan. I reached out again before purchasing a used x32i and was told it would get the update. I then purchased it and weeks after no update was provided reached out again. I was first asked for the exact model and was again told it would receive the update in the next few weeks. The next time I reached out I was told my machine would not get the update but I could purchase a new treadmill for over $3k. I would have never upgraded my membership plan or purchased the treadmill if I had known I wouldn't get the update. Instead iFit lied or gave me incorrect information and then at best offered me a new machine for $3k, which also has a smaller screen. I don't mind paying something to get new equipment but it should definitely be a few hundred at most. Even with that the smaller screen size is a huge disadvantage over the existing machine. Due to their initial responses I essentially purchased a machine that they planned to phase out weeks later. At the time of purchase my machine (x32i) was also still available on their website with no mention of it not getting the new updates.
Business Response
Date: 12/30/2024
Hi Tom,
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 confusion around the update. We are happy to confirm the infomation you have been given with our developers to 100%. Can you please send us a photo of the UUID in your machine settings? This will help us out.
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: 02/03/2025

Complaint: ********

I am available most of the rest of today and tomorrow. Please try calling whenever you can and if for some reason I'm not able to answer if you can leave a message I will call back shortly.

Business Response
Date: 02/04/2025
Thank you
Initial Complaint
Date:12/27/2024
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.
Bought item on 11/29. Delivered on 12/13. Paid for white glove delivery and wasn't assembled properly (belt). Powered machine on and was stuck on initial set up screen of timezone and had to hard reset x5 to even get working. Sent email on 12/13. No response by 12/20 so called. Waited on hold for 1 hour. Got through and set up for parts &services to come address in next 5-10 business days. Asked for refund of delivery and assembly since wasn't assembled correct. Tech came out 12/23 and fixed belt and said it's because uneven surface and recommended moving equipment. Did recommendation that night and machine got stuck on incline 8 unable to come down. Had to turn off/on and reset machine 8x to get buttons to start working again (smart sense buttons not physical ones). 12/26 attemtped using and after 9:58 belt shifted entirely off of track to opposite side this time. After hours so called 12/27, initial hold time 55 minutes to speak to agent who offered no solution so spoke with manager Lucilla. Company not abiding by " full refund if defective" and wanting me to pay %5 of machine plus $250+tax of freight. Told them unacceptable. Their solution is for customer to spend more time "troubleshooting". Request for full refund/return with no cost to customer given defective machine
Business Response
Date: 12/30/2024
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 account we can confirm that the machine is not being used as stated by the manufacturer's specs. The tech has confirmed that you were informed that the machine needs to be moved to a completely leveled surface otherwise the problem will continue.
The fees you are being quoted abide by the return policy. You can read more about the return policy at 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: 12/30/2024

Complaint: ********

I am rejecting this response because:

I’ve asked repeatedly for another technician to come out as we moved the machine per the initial tech’s recommendation and the belt still slipped after 9:58 of use. That had been ignored. Still requesting full refund given defunct machine.

Sincerely,

***** *****
Business Response
Date: 12/31/2024
Hi *****,
We apologize, we do not see a request for another technician, we would be happy to send one out now that the machine has been moved. You new service order is ********** please allow 3-5 business days for the tech to reach out to you for scheduling.
Thank you
Customer Answer
Date: 01/07/2025

Complaint: ********

I am rejecting this response because:
Technician came and proved machine was level after we had moved it immediately following first incident, so machine was level when belt slipped this second time at 9:58 of use.
Still requesting FULL refund and no charge to return machine as <30 days. Also need assistance on full return of extended warranty we bought as also < 30 days

Sincerely,

***** *****
Business Response
Date: 01/08/2025
Hi *****,
After looking into the tech notes from your last visit, he has confirmed that the machine was up to manufacturer specifications. We would be happy to look further into this but would need video documentation of the belt shifting otherwise you will be charged the fee's assoicated with the return.
Thank you

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