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 77562-3812

• 

  iFIT

  230 S Main St. Highlands, TX 77562

• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/02/2025

  Hi ****, 

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

  We have contacted the tech company and notified them that you need to be contacted for scheduling. We have asked that they reach out to 
  you as soon as possible. You should hear from them within the next 3-4 business days.

  
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  
  Thank you
  
  

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ProForm Carbon TL Treadmill - Black on 7/5/24, and paid $648.42. I purchased this online at Best Buy. In about September 2024, the treadmill started acting up and would stop when my husband was using it. Best Buy had us call ProForm for help, as they had to service the treadmill that was under warranty. My husband had many phone calls with them, where they had him adjust things, none of it worked. A tech has been to our house many times. They have replaced about every part they could on the treadmill, and the problem persists. Apparently we are not the only ones with this problem. They are just stalling now, and it can't be fixed.

  

  Business Response

  Date: 03/24/2025

  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. 
  

  I was unable to locate your account with the info you have given in this claim, could you tell us if you have an account under a different phone number or email? any info you can give us to locate your account is appreciated. 

  Thank you 

  Customer Answer

  Date: 03/24/2025

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

   

  I do not have an account with you, I bought the treadmill at Best Buy.  My husband has talked to you many, many times.  They have assigned multiple case numbers, here is one of them. ********
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/25/2025

  Hi ****, 

  Thank you for providing that infomaiton, we have confirmed with the tech that a part has been ordered and should arrive next week so that we can get this issue resolved for you. We are happy to add whatever downtime you have had for the machie beig repaired back to your manufacturer's warranty so you don't lose any coverage. 

  Thank you 

  ****** P 

  Customer Answer

  Date: 03/25/2025

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

   

  It has been 5 months, you can't fix this treadmill, you are just stalling now.  I would like you to come get this treadmill and I would like a total refund.  And of course the warranty would be extended, why would it not be?  It hasn't worked right in almost 6 months.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/25/2025

  Hi ****, 

  We understand your frustration, the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. We we need to continue with parts and service at this time. 

  Thank you 

  Customer Answer

  Date: 03/25/2025

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

   

  It really doesn't matter how long it's been, it stopped working 3 months after we got it.  The only thing you can do when this next fix doesn't work is to refund my money, doesn't matter how long it's been.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/24/2025

  Hi Trey, 

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

  Thank you 

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to set up reoccurring payments and the system continues to not accept it. I have been hit with late fee after late fee and it is not my fault or anything I’m doing on my behalf. I call in every one to two months to try to get help. No one is taking notes on my account. I called in today and I was told the last time I called him was January 2023. I went back in my phone and I was able to clearly see 2 to 3 times just with me scrolling of times that I called them. Each time I call I say the same thing that I am being hit with late fees. It’s not my fault and there is something wrong with the system. Everybody tells me different things. Today someone told me that they do not take notes on the account when a customer calls. She then hung up the phone on me. I called back and spoke to someone else who opened their mouth and said oh well see right here in the note section that you hung up previously. That was a huge red flag because the person before her had just told that they do not take notes, but she slipped up and said in your notes it says…. I filed a complaint with management today. I’m willing to take legal action if no one is able to refund me my all of the late fees that I have paid and help me fix my credit because this is not my fault. I cannot in good faith recommend this company or TD financing to anyone ever stay stay far away!!!

  

  Business Response

  Date: 03/24/2025

  Hi ******, 

  We are sorry for the issues you have encountered with your fianancing , because this is a 3rd party fianancing company you will need to reach out to them directly at  866-826-4021 to submit any claims. 

  Thank you

• Initial Complaint

  Date:03/18/2025

  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.

  Seeking a refund. I was injured on the machine. October 2024. I am still waiting for a refund. Spoke with ******** this morning. Would not provide me with a reference ID today. However, I was given one on Friday *********

  

  Business Response

  Date: 03/19/2025

  Hi ****, 

  Thank you for taking the time to address the issues you have encountered with your (machine name). 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. 

  We;ve spoken to our legal counsel and they have confirmed that you will be receiving an email and phone call today from them, Please let us know if you neeed further assistance. 

  Thank you

  Customer Answer

  Date: 03/19/2025

   
  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:03/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against NordicTrack/iFIT #Order NO. NTUS331781 We are affected ********** by wildfires. My wife mistakenly a place a order without my knowledge next day we realize and right away call and cancel these orders item never shipped and never received as a one time courtesy we like to get all related fees waived $4885.76 because item never shipped and we never received the items technically is canceled order we like to be satisfied as a memorable experience with this company so in near future we can come back and place a new order when our home is ready Kind regards BBB

  

  Business Response

  Date: 03/17/2025

  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. 
  

  On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. 
  
  The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at  at ************************************************************
   
  The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.
  If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right! 

  Thank you
  
  

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought an X32i treadmill and part of the welding snapped. It was originally replaced by the company. Nearly one year later the support frame completely broke while running on it. The company says there is nothing they can do to fix this issue. Not only is this a safety concern, but it an issue of principle. We were not utilizing the treadmill in any other way than its intent. There is no way to fix the frame via outside vendor - we have tried. The response from this company was to purchase another treadmill. We spent almost $5,000 on this treadmill and it is unusable.

  

  Business Response

  Date: 03/10/2025

  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 not appear that we have any photos of the damage, please provide photos of the damage area along with one of your full machine so we can better assist you. 

  Thank you 

• Initial Complaint

  Date:03/07/2025

  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.

  Our ifit membership was originally activated when we bought a Nordic Track stationary bike. Our credit card is on file and our membership automatically renewed. When I received notice of this $423.72 charge I attempted over ten times to cancel, request a full refund and delete my credit card and account. We no longer use our Nordic Track. I have contacted them on: 1/27/25, 2/9/25 Case ******** was opened.On Feb 14 I received an email from ifit support labeled refund ref:!00Dj00JnBt.!500Hq01kNNJ1:ref asking to verify my email and asked if I would like to get text updates. I responded that ********************* was correct.March 4 I received an offer for a lower price package. I responded March 5 that I wanted a full refund by March 10 or I was contacting the BBB. No response On a separate ticket number this happened:On Feb 27 Ref:!00Dj00JnBt.!500Hq01l8V5S:ref email was sent asking if they could offer us a deal. Feb 28 I responded no that I wanted a full refund because we dont use.March 5 I emailed again and said if I dont have a refund by March 10 I was contacting the BBB March 6 ifit support with this open ticket said it looks like we have already been assisted.March 6 I responded how have they assisted?I am getting the run around. There is no where on their website that you can cancel your membership or delete your credit card information. This is horrible service, very expensive and extremely hard to cancel,

  

  Business Response

  Date: 03/10/2025

  Hi ***, 

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

  After reviewing your account, I was able to go ahead ad issue you a refund. A full refund has bee processed please allow 3-5 business days for the funds to appear in 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: 03/10/2025

   
  Complaint: 23034162
  
  Thank you for issuing the full refund.
  I am rejecting this response because:
  On your website it still shows that we have an active membership until January 2026 and you still have my credit card information. 
  Please confirm my membership has been cancelled and please delete my credit card. I dont want to go thru this again next January.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/11/2025

  Hi *****, it will take a moment to deactivate once a refund has been made. I've erased your payment method off your account

  Customer Answer

  Date: 03/14/2025

   
  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 for your help and swift action.

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

• Initial Complaint

  Date:03/06/2025

  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 and received Nordictrack treadmill 2450 On Jan 8th, 2025. So far my family and I haven't been able to use this $3,000 treadmill due to safety concerns as it stop abruptly doing a jog or running. I have been able to use it 3 times before it started having issues. It has become a safety issue as anyone can trip or fall while exercise. I reach out to customer service they indeed send out a tech. The tech stated the belt and a few parts needed to be replaced. Keep in mind i only have had this machine for a few weeks before when it started having issues. I was still on under a month when i reach out on February 7th to return the machine. As nordic doesnt want to lose money they instead send out a tech. then send him out to install the new parts on Feb 21st. He installed the new parts still had the same issue. I have contacted customer service they just go around trying to send out techs to look at the machine. I have at least requested to get the restocking fee waive I'll pay the return fee at this point. They aren't being very helpful even with that request. There is alot of complaints regarding this machine on reddit that it keeps breaking down and they are having issues with the product and customer service.

  

  Business Response

  Date: 03/07/2025

  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 and account history, the tech states that the machine was working to manufacturer's specs upon leaving. We are sorry this issue has retured, however I do need to few more questions answered so that we can issue you a refund with out fee's applicable. Could you please attach a video of the controller lights? also if the console freezes or if it's just the belt that stops. 

  Thank you, we hope to hear from you soon. 

  Thank you 

• Initial Complaint

  Date:02/27/2025

  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 am filing a complaint against NordicTrack/iFIT for failing to honor their 10-year frame warranty on my NordicTrack Commercial X32i Incline Trainer (Model ********). Transaction Details: Purchase Date: December 10, 2022 Delivered On: December 20, 2022 Retailer: Best Buy (Order #: ******************) Total Paid: $3,194.78 Nature of the Dispute: The treadmill’s structural Base has broken, but NordicTrack refuses to cover it under the 10-year Frame warranty, claiming it is not part of the Frame. Why This Denial is Unfair: The Base is a structural component—it supports the Uprights and entire treadmill frame. The broken part is welded and not a separate part of the frame. Nowhere in the warranty does NordicTrack exclude the Base from the Frame warranty. No written proof has been provided to confirm this exclusion. Other brands include the Base as part of the Frame warranty, making NordicTrack’s stance deceptive. The rep tried to tell me that the part that was broken was part 78 and 75 at first and that's why the claim was denied. While those parts did come off as a result of the base/frame breaking, it what not the issue. They then put me on hold to talk to a supervisor and came up with a new reason for the denial claiming it was the base and not part of the frame. Other consumers have reported the same issue with part # 74 (base) breaking where the axle connects creating an immediate safety hazard and potential issue with recalls considering this is a common occurrence. They referred me to the BBB since they encountered the same problem on the same treadmill model. Attempts to Resolve: I contacted NordicTrack, but they denied coverage and refused to provide written proof that the Base is excluded. Resolution Requested: NordicTrack must honor its 10-year Frame warranty and replace the Base. If they refuse, they must provide an official written policy excluding the Base from coverage. I appreciate your help in resolving this matter.

  

  Business Response

  Date: 02/28/2025

  Hi *****, 

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

  We apologize you have been through this, after looking at your case and the photos submitted, we ask that we receive one more photo so that we can see the whole machine. Please provide a photo of the full machine so we can see the deck. Once we get the requested photo we are happy to look into what options we have available to get this resolved for you. 

  We look forward to hearing from you. 

  Thank you 

  

  Business Response

  Date: 03/04/2025

  Hi *****, 

  Thank you, we've submitted that request. Your order number is ***********. Once the base has shipped you will be notified via emaiil with the tracking info. Please let us know if you have any further questions. 

  Thank you

  Customer Answer

  Date: 03/04/2025

  
  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,
  
  ***** ****