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

2,179 total complaints in the last 3 years.
219 complaints closed in the last 12 months.

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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:11/10/2025
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.
They have not fulfilled my order for iFit membership, despite my card being charged. I've tried text message support, website chat, and phone customer service, and have been unable to reach anyone. Each of these methods has been a constant loop of menus that don't actually put you in touch with the business. This place is an absolute scam. How does a subscription not activate automatically? I want a full refund immediately.
Business Response
Date: 11/11/2025
*******,
Thank you for reaching out to us with your concerns!
I pulled your iFit membership account, and it appears that the time has been added. The current account expiration is set for 1/5/2026.
Are you still unable to access the Pro membership features? Please advise.
Best,
iFit BBB
Initial Complaint
Date:11/02/2025
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.
Business Name:

ICON Health & Fitness, Inc. (NordicTrack / iFit)
1500 South 1000 West
Logan, Utah 84321
Phone: (877) 993-7999
Website: ***************************

Complaint Title:

Forced iFit Update Crashed My NordicTrack 2450 Console — No Way to Restore Functionality

Complaint Description:

I own a NordicTrack Commercial 2450 treadmill (Serial No. *************, OS Version 4).
In late 2025, an iFit update was automatically pushed to my treadmill without authorization. Immediately after the update, the console crashed — the screen became unresponsive, iFit would not load, and I lost all manual treadmill controls.

This treadmill does not have a pinhole reset button, and there are no accessible recovery or reinstall options. I contacted iFit/NordicTrack support requesting assistance, but I was informed that my system is no longer supported — even though the failure was caused by a software update they initiated remotely, not by user error.

The treadmill is now completely unusable due to the company’s forced update. I requested a firmware reflash USB or console recovery image multiple times, but have not received any working solution.

Desired Resolution:

I am requesting:

A firmware reinstallation file (or USB) to restore iFit and normal treadmill operation.

A formal acknowledgment that the issue was caused by a pushed iFit update, not user action.

If recovery is not possible, a replacement console or refund for the damaged hardware.

Product/Service Involved:

NordicTrack Commercial 2450 treadmill
Serial: *************
OS Version: 4
Business Response
Date: 11/10/2025
Good Afternoon ********,
Thank you for reaching out to us with your concerns!
I understand that your NordicTrack equipment is experiencing some issues, and I sincerely regret any inconvenience this has caused.
Upon reviewing your machine's details, it falls under what we refer to as a "Legacy Unit". Unfortunately, due to its age (nearly 10 years old), the supporting software has been retired, and the corresponding hardware can no longer be officially maintained or supported.
As the machine is outside of its supported lifecycle, no further services, repairs, or replacements can be offered under warranty.
However, we value your continued business and want to offer you the best path forward. We have a special Trade-In/Trade-Up Program specifically designed for members in this situation.
I would be happy to discuss the details of this program with you, if you would like. It's a great opportunity to transition to a modern, fully supported unit with the latest software.
Please let me know when would be a good time to review the options.
Best regards,
iFit BBB
Customer Answer
Date: 11/10/2025

Complaint: 24096107

I am rejecting this response because there is nothing wrong with the machine. Machine was working fine and all i need is a USB to reset the tablet.

Sincerely,

******** *****
Business Response
Date: 11/12/2025
********,
I apologize, but we do not have a USB for tablet resets. Have you checked your users manual to see if a pin-hole reset is applicable?
Thank you,
iFit BBB
Customer Answer
Date: 11/12/2025

Complaint: 24096107

please let me know location of the pinhole reset or reset button.

Sincerely,

******** *****
Business Response
Date: 11/13/2025
********,
I just checked for the location of the reset on your specific unit, and unfortuantely found that this was not an implement yet as this unit was manufactured in 2016.
If the basic powercycling has not alleviated the units symptoms that is a good sign of part replacements being necessary for restored functionality!
Best regards,
iFit BBB
Customer Answer
Date: 11/14/2025

Complaint: 24096107

I am rejecting this response because my treadmill was functional and working properly until one day three weeks ago ifit started downloading some files. It was downloading 40 files and then crashed. Why does this machine has no option for working manually without ifit. I’m here trying to figure out how to continue using it. I use it for running all the time and the last three weeks I don’t have a treadmill. Please help me to reset it or at least help me with using it manually. Motor is working

Sincerely,

******** *****
Business Response
Date: 11/14/2025
********,
If the machine is not working in a manual mode, that means that a hardware failure has occurred. iFit is not required to run a standard workout.
Unfortunately, due to the age of the unit there is a likely chance that most/all replacement parts will not be available for purchase.
I do apologize for the inconvenience here!
Best,
iFit BBB
Customer Answer
Date: 11/17/2025

Complaint: 24096107

I am rejecting this response because the issue was that ifit was downloading an update and crashed and now I don’t have an option on my screen to start the machine manually. It was working perfectly, it was not my fault that you sent an update. Now I have to find someone who can fix and spend more money that I don’t have and I haven’t ran in the last three weeks. I have kids and I need to run on the treadmill. Nordictrack left me alone and ifit is not helpful. This is unacceptable

I need better solution that what you are offering.

Sincerely,

******** *****
Business Response
Date: 11/17/2025
********,
I do apologize for the inconvenience of this whole situation! I can certainly empathize with the position that you are currently in.
Unfortunately, updates are necessary for continued functionality. In this situation, if your machine did not update you still would have encountered issues or worse.
At this point, 25% off a new unit of your choice with assembly services is the best we can offer as far as solutions go! I appreciate your understanding.
Thank you,
iFit BBB
Customer Answer
Date: 11/17/2025

Complaint: 24096107

I am rejecting this response because:this is a commercial grade machine that was used at home. I didn’t ask for an update and your update was pushed on my machine without my approval, to add to this if you don’t provide support to my machine, why would you even push an update on it? You broke my machine and now offering brand new machine? That’s a nasty sales tactics. I will be reaching out to consumer bureau and federal trading commission as well. This is not acceptable. This was not used at the gym, and it’s commercial grade! You better find me a better solution before I go legal route and I will go legal route

Sincerely,

******** *****
Initial Complaint
Date:10/30/2025
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.
After originally selling me a lemon treadmill and taking 4 months of my time to get a replacement they charged me $279 to assemble their replacement. Since they sold me garbage originally that's not right.
Business Response
Date: 11/04/2025
*****,
Thank you for reaching out with your concern! I am more than happy to look into this for you.
The email associated with the complaint, *********************, is not linked to any order with our system. Can you either provide an email that would link to an order, or your original proof of purchase?
I appreciate your attention to this request, and look forward to hearing back soon.
Best regards,
iFit BBB
Initial Complaint
Date:10/11/2025
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.
Our treadmill has stopped working. When we call in to customer service they walk us through a phone tree that takes 5+ minutes, then we get a customer service agent that usually takes 30+ mins to help us on the phone. Weve been having customer service walk us through a master reset because our treadmill stops working. On Wednesday we had a tech come to our house for $175 to fix the treadmill. It worked Wednesday - Friday, it was used for manual walking. This morning (Saturday) the treadmill does not work again. It is in an insulated garage with in wall AC, it should not have this many issues. $175 to fix it and it works for 3 days. This is insane. Something that we thought would be a great piece of equipment to walk/jog at home has turned into an absolute nightmare.
Business Response
Date: 10/15/2025
******,
Thank you for bringing your concerns to our attention! I am very sorry to hear that the treadmill only worked for a short time following the repair.
At this time, I would love to get the tech back out for a re-evaluation. If the issue resurfaces within 30 days of the appointment, the tech is obligated to come back out free of charge.
In order to make these arrangements I will need to pull your account. Can you please provide the information associated with said account so that I can do this?
I appreciate your collaboration, and look forward to hearing back soon.
Best,
iFit BBB
Customer Answer
Date: 10/18/2025

Better Business Bureau:
Acct info: Ally Nimsger
******************************
zip: 76021

****** *******
Customer Answer
Date: 10/24/2025

Complaint: ********

I am rejecting this response because:
Order# ICS10074047 BBB Complaint: ******** Model# NTL19124 Zip Code: ***** Phone number: ************ Hi, I have filed serval complaints, my most recent one is in the text above (********). We had a tech come out Order ICS10074047. Our treadmill continues to have a completely white screen and says retry. We have spent hours on the phone with someone walking us through how do to a hard rest over the phone, shoving a paperclip in the monitor and turning it off...that works, 5 mins later it happens again. We had a tech come out and put a new monitor for us and it worked for a few days, and now it is back to the same thing, white screen with 'retry'. I called to have a tech come back out because we are within our 30 day tech warranty window, and I was transferred to several different people and then told to do a reset again. For what we paid for the treadmill we shouldn't have to shove a paperclip in for it to work. I had such a hard time understanding the people on the phone, can a tech please come out and fix this or please refund us for this hunk of junk sitting in our house. It either needs to work or please take it back/give us a new model.

Sincerely,

****** *******
Business Response
Date: 10/24/2025
******,
Thank you for providing the information needed to escalate this matter!
I have advised our internal team that the issue has returned after less than 30 days post repair. They will work on getting the technician back out as soon as possible to re-evaluate this matter for you.
Is there anything else I can assist with at this time? Please advise if so.
Best regards,
iFit BBB
Initial Complaint
Date:10/08/2025
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 Proform HIIT L6 elliptical from ****** several years ago & use it with the IFIT App that I pay $14.99 for monthly. Starting about 2 1/2 months ago IFIT redid the app. & since then the the timing of the app is off, it starts in progress and ends before its over, and thus the timing of the workout and intensity do not match the app. I have contacted iFIT multiple times by phone, chat & I have left several reviews on the website & to the App Store and was told that they are aware of the issue, but there is no *** for repair!! One of the 1st times I called, I was told that they were already aware of the issue and they would give me a credit to my account, but I never received one. The workout is useless to me like this, and its unacceptable that this has been an issue for so long!
Business Response
Date: 10/13/2025
Good Morning ******,
Thank you for reaching out with your concern!
I have looked into this matter for you, and can confirm that we have a tentative fix release date of 11/5. This is subject to change, however, it appears everything is on track for the release as of now.
Is there anything else I can assist you with at this time? Please advise if so.
Best regards,
iFit BBB
Customer Answer
Date: 10/13/2025

Complaint: 23990892

I am rejecting this response because I have already gone 2 1/2 months without a working app after being told by your company that they were aware of the issue and that they would issue me a credit (which they never have) & the issue still hasnt been resolved. The company should not charge me monthly again until the issue is finally resolved & they should contact me once it actually is resolved since I have already reached out to them multiple times with no resolution. I also ensured that I have the most recent version of their app, iOS, and that my VPN is off, now it is time for iFIT to serve their customer properly.

Sincerely,

****** *****
Business Response
Date: 10/15/2025
Good Morning ******,
I do apologize for any/all delays regarding a fix for this issue. I understand that this is extremely frustrating, and can assure you that our team will meet and provide a solution. This said, our team must work in accordance with priority and other matters have taken precidence. If you would like I am more than happy to pause your iFit account until the issue is resolved. This will make it so that your time remains in-tact, and you are not charged until the account is resumed.
Further, downtime will be applied once a solution is actually met otherwise we will not know how much time is needed!
Thank you for understanding.
Best,
iFit BBB

Customer Answer
Date: 10/15/2025

Complaint: 23990892

I am rejecting this response because that is the most vague response you could possibly give! Is this a widespread issue or just happening for me? When I spoke to someone over 2 1/2 months ago, they said they were aware of the issue, but how aware are they? Do you have any idea how many people are effected? I would think the timer in your app for your workouts not working when the user syncs with the machine would be some sort of priority because thats the jist of what you provide in your service! Do not pause my account. I will keep my membership and use it manually so I can at least get some use out of my elliptical. I am disgusted that I am tied to your software and that you do not seem to care about the end customer at all!

Sincerely,

****** *****
Business Response
Date: 10/16/2025
******,
Again, I apologize for the current frustration and circumstance.
This is an issue that our software development team is well aware of as it is affecting numerous, but not all, users. As stated in previous outreach they work on matters according to priority, so I can assure you this will be handled as quickly as possible in correlation with other standing issues. Alternatively, a paid membership is not necessary to use the machine in a manual mode. If you only intend to use the manual mode until this issue is resolved the pause option may be something you are still interested in applying.
Please let me know, and have a wonderful rest of your day!
Best regards,
iFit BBB
Customer Answer
Date: 10/17/2025

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. That said, I do not care to pause my membership right now because I still want to view the iFIT workouts so I will just manually adjust the intensity, etc. so that I can have some use of the software - manual use of the elliptical without a guiding workout is of no interest to me. I am hopeful that this issue will actually be resolved in the very near future since I am not the only person effected. If its not, I can guarantee I will not recommend your equipment and software to anyone. I am disgusted about how long this has gone on.

Sincerely,

****** *****
Initial Complaint
Date:10/07/2025
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.
Due to selling my home & IFIT equipment, I cancelled the membership on 8/13/25. Agent advised my membership was due to renew or expire 12/19/25 & the refund would not be much, but I would see it in about thirty days. After checking my credit card a couple times & noting no refund, I called IFIT on 10/7/25. I readvised customer support of the issue, circumstances & what I was told. After 24 minutes of the Agent going back & forth (allegedly with his superiors), I was told their system could not prorate or issue a refund, however, they could reinstate my membership, but would not issue a refund. While it's not that much money, it's the principal.
Business Response
Date: 10/09/2025
*****,
Thank you for reaching out with your concern!
A pro-rated refund on a yearly membership is typically against our policy, however, if this is something that was agreed upon at the time of cancellation I want to apologize that it was not processed. I have taken care of this for you, and can confirm that you should receive a refund in the amount of $51.81 within the next billing cycle.
Have a wonderful rest of your day.
Best regards,
iFit BBB
Initial Complaint
Date:09/19/2025
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 06/11/2021 I purchased a Nordic Track rowing machine for $999.00 directly from Nordic Track's website. It is Model Number NTRW10121. I also got an extended warranty that goes until 06/11/2026. We have been having repeated issues with the IFit not working and have had to do factory resets on it, where it will work occasionally and now it will not work at all. It keeps dropping the app and stopping. It will not update and is basically useless because we cannot track our workouts.
Yesterday, after going through all of the troubleshooting that NT/iFit suggests, I finally contacted their customer service (Case #********). First they gave me the parts division. They said it was a software issue, so they transferred me to that department. After telling them all the errors I was receiving and what the machine was doing, plus they had me send a video of what was happening, they indicated it was the computer board and switched me to the warranty department. The warranty department asked me same series of questions and went through everything with them and they said it was a software issue. I told them that if they read the notes and went through the chat they would see that I had done all of the troubleshooting, sent a video, and that the software division indicated it was the computer board. The warranty department refuses to replace it and I am stuck with a $1000 machine with a $500 dollar warranty that is useless! We can still use the machine, but the IFit part is crucial because that is how your workouts are tracked. I'd just like my IFit issue resolved so our workouts can be tracked. I asked to speak with a supervisor, but was told I had to fill out a form to do so. I'd like the company to assist us with getting the issue resolved and stand behind the product they sold. This seems to be an ongoing problem for many customers.
Business Response
Date: 09/22/2025
Good Afternoon Margaret,
Thank you for bringing your concerns to our teams attention!
I just pulled your account, and can see that a replacement console was ordered this past Friday, 9/19.
I am hopeful that this means your issue has been addressed, however, if this is not the case please let me know.
Best regards,
iFit BBB
Customer Answer
Date: 09/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23906838, and find that this resolution is satisfactory to me.
The supervisor did reach out on Friday mid-day and through our communication (videos and communication) she was able to determine that ultimately, as identified by the software division, that my board in my rower had failed and did order a replacement. The customer service representative I had dealt with prior was of no assistance in the matter, thus why compliant was filed. I was required to file a form in order to speak with a supervisor and actually didn't have much faith that would happen, but it did and issue was resolved. Thank you!

Sincerely,

******** *****
Initial Complaint
Date:09/08/2025
Type:Billing 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 using IFIT for a couple years. My payment was $16.50 a month and was automatically charged to my credit card monthly. I just received an email stating my membership has expired and I can renew at there new rate of $39.99. I called to inquire about this. I was told my card declined when they tried to charge it. They said that I was grandfathered in on the old plan but because my card declined I am no longer able to get it at that price. My card is perfectly fine and would not decline. My credit rating is excellent and my cards have plenty of money on them. I find it very suspect that they change their rates and plans and all of a sudden my payment doesn't go through?? And if there was a problem with the card, which there wouldn't have been, then why wasnt I notified sooner. I should get the rate i signed up for. This is such a scam and a way for them to get more money out of their customers. I would not recommend them to anyone. And I would never pay $40 a month
Business Response
Date: 09/10/2025
******,
Thank you for reaching out with your concerns! I am very sorry to hear of the recent subscription issues.
As a one time courtesy, I have gone ahead with reinstating you on the grandfathered membership plan. Please note however that we will not be able to do this again in the future.
Renewal is set to take place next week, 9/17, so please make sure that all payment information is added and up to date as to further ensure there will be no issues.
Best regards,
iFit BBB
Customer Answer
Date: 09/11/2025

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:09/02/2025
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.
iFit does not allow you to simply cancel a membership. You have to call their customer service number and wait for an attendant. The only easy option is to "pause" your membership for 90 days. For ease, that is what I did. The caveat is that they do not send a reminder when that 90 day period will end. Upon seeing a pending charge for iFit on my credit card, I realized the 90 day period had just ended. I went through the arduous process of calling, waiting quite a while for an attendant, then asking to cancel my membership. They will hold you on the line to try to sell you more memberships (likely why they force you to call) before ultimately letting you cancel. I had asked if I could receive a refund for the pending charge and was told "no refunds are offered". While a monthly membership is just $40, I find the entire process shifty and disappointing. It appears the only easy option of "pausing" a membership with no reminder and then a "no refund" policy is an easy way for iFit to dupe it's users into paying for a service they may no longer be using.
Business Response
Date: 09/02/2025
******,
I am very sorry that cancelling the membership has proven difficult. I would love to get this taken care of for you!
A refund for the charge that processed today, 9/2, will be refunded in full. You can anticipate this posting to your account within the next billing cycle. Further, your accounts status has been set to free so you do not need to worry about renewing, unless you reinstate the membership in the future.
Do you have any other questions for me? Please advise if so.
Thank you,
iFit BBB
Initial Complaint
Date:08/28/2025
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.
iFIT **************** is a company that provides software for exercise equipment. I have a 7 year old treadmill that crashes once or twice a year due to the ifit software. A machine in perfect mechanical shape that will not operate solely due to software crashes. ifit dropped support. I, along with countless others that can be found with a simple ****** search, feel that ifit has a business model that is not focused on helping people exercise, but rather on ripping people off with membership fee's, horrendous support, and constant purchasing of their products in order to maintain functional equipment. ifit should be investigated for unethical business practices. Their product goes into multi thousand-dollar machines that they only support for a few years.
Business Response
Date: 09/02/2025
*****,
Thank you for reaching out with your concerns!
I am very sorry to hear of the software issues which have interferred with your experience. If you are interested, I would be more than happy to connect and discuss things over.
Please provide a few dates and times of availability, and I will be in touch.
Best regards,
iFit BBB
Customer Answer
Date: 09/03/2025

Complaint: 23809771

I am rejecting this response because:
ifit has not provided a contact name, number, or email address to discuss the issue. When I contact customer service, they for 1 will not talk to me unless I have an ifit membership, which I cancelled when they weren't willing to help to begin with. Even after talking with them, the customer service group just tells me my 6 year old machine is obsolete. The only way this issue is going to be resolved is if ifit will provide the factory reset software/firmware that I can use to reset the Elite 5750 Model# ******* Once it's reset, I can remove it's WIFI connection so the ifit master server will stop corrupting it. I am familiar with the process of removing the console to access the *** port on the mainboard as I've had to do it numerous times over the last 6 years. I just don't have the thumb drive with the software anymore.
Sincerely,

***** *****
Business Response
Date: 09/08/2025
Good Morning *****,

I appreciate you getting back to me on this!

Machines manufactured in 2018 were not designed with the capability to complete a factory reset. Because of this, there would not be an option to receive the instructions you are requesting as they do not exist.

I apologize for this inconvenience, and am happy to assist in other ways if you have further questions.
Best,
iFit BBB
Customer Answer
Date: 09/10/2025

Complaint: 23809771

I am rejecting this response because:
based on ifits response, I have disposed of this perfectly running machine that is only non functional due to their software bricking it, and replaced it with a competitors equivalent model. Furthermore, my business membership with BBB is due for renewal, and before I renew, I want to see how this compliant is closed out.
ifit should clearly be informing their customer base that when they spend thousands of dollars on their equipment, that they are only renting said equipment, and ifit can and will shut the equipment down at will for no other reason than to stimulate sales.

Sincerely,

***** *****

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