iFIT Health & Fitness
Reviews and Complaints

Purchased the rower in November 2022 and the spool and rope broke in March 2023. Contacted customer service and they provided a new spool and rope but could not provide a repair tech. Was told to find a tech on my own, which I did, and to send invoice to get reimbursed. I did that on June 15 and sent the invoice as directed. I called and spoke with Erick Guzman on June 15 and was told that the refund request was in progress and that he would contact me the next day. Have not heard from him since. I called and spoke with Allan on 7/11/23 and was told that I would be contacted within 48 hours. Still no info! I purchased an extended warranty which was a total waste of my money since you cannot provide a tech in my area. No one told me that when they sold me the extended warranty. I am very frustrated and if I cannot get this resolved I will be forced to seek legal assistance. Please have someone contact me to resolve this issue. Thanks!

George Armbruster 337.278-2885

I bought a treadmill from this company, because maintenance and repairs on such a big piece of equipment is such a concern, I got the warranties for extended maintenance and parts and labor. I have had two issues with the fans. They refuse to send anyone out to fix it, they send the parts and make you fix it yourself. The last part they sent to me were just two fans in a box with a receipt and without instructions. There are no videos to replace this part specifically, they just expect you to figure it out, I guess. I emailed them in Dec, and they are just (end of March) responding to those emails now. I have called as well, and they refused to assist in any other way.

I cannot possibly repair this machine and I cannot get the company to do anything about it. They cannot expect their customers to repair every issue that comes about with the equipment, as a customer, I am not specialized in repair or in repair of these types of equipment. I am disgusted with how they are handling this when it is their equipment that is not working.

This may be the worst customer service experience I have ever had and they do not care.

We purchased an indoor cycle from Fitness depot in 2020. After approximately 1 year we started having issues with the console. We had constant issues with connectivity…..the little circle in the middle of the screen was more often than not spinning or the screen would remain black for long periods of time. Our wifi had no issues and we were connected to internet. Regardless though the console should be able to work with or without wifi.

The console completely died around Dec and a call to your support said it required a replacement.

file # 451420

We have been waiting for 6 months for a replacement. As a customer, this is very frustrating. Are they still selling this cycle? If it cannot replace the console , then maybe you should replace the bike. The fact that there is no Estimated time of arrival is completely unacceptable.

Below is a timeline of responses from your team.

Dec 1 - first request was made by Fit-Fix to replace faulty Console

dec 6 : IFIT Canada confirmed that a new console is on order but that it would take approx. 4-5 weeks and it would be shipped directly to 3574 Addington St

Dec 20 – Vitoria send an email stating that IFIT Canada sent a follow up email: “The console was ordered from the US and should arrive here in the first 2 weeks of January – so we are looking at about mid January”.

Jan 26 2023 – Fit-Fix followed up with IFIT Canada and received the following response: “I see some were scheduled to arrive the first 2 weeks of January but have not. Another few coming the 2nd week of February. Unfortunately due to the circumstances that are outside of our control, shipping cannot be guaranteed for parts that are not in stock in Canada.”

Followed up with Fit-Fix:

Feb 28 – response was that a follow up was sent to IFIT Canada and the answer provided was, “The console has not yet been received, still on back order in the States. No estimated time of arrival available for the moment”.

My Ifit resistance on the bike is nonexistent. The bike states I am riding at level 24 resistance (the max). In addition, it states that I am over 100rpm and have reached almost 1000 watts. Realistically I ride around 80 rpm at level 13 resistance.

When I call for service, I am put on hold or asked to diagnose the issue myself. I spend my time on hold and when I get someone, they pass the buck or place roadblocks for solution.

I bought an extended warranty to protect this expensive investment. Service does not seem to be part of the equation.

I have had an Ifit subscription for over a year without problems. I went to subscribe for another year and ran into internet issues with a billing that created 2 additional charges. I called customer service and sat on hold for over an hour only to be told they could not see the additional charges (they were clearly on my visa). This total came to almost 1K. I called back every day waiting an hour at a time to be told the same thing so I finally notified visa and then called again holding another hour and they reversed ALL the charges and cancelled my subscription that had a remaining 2 weeks on it. I occasionally get an email from customer service saying it hasn't been resolved despite me telling them I want my 2 weeks back and THEN I might re-subscribe.

Worst customer service experience ever.

I have been contacting you since December 23, when I made my first request to get my treadmill fixed. See request #[protected]

I have made a couple more service requests since then. I have called several times, emailed support directly and have gotten zero help.

My treadmill is under warranty and I have not been able to use since December 23, 2022. It is now January 13, 2023.

What is the problem? If this is the service iFit is delivering, count me out. I'll take a full refund for my machine and iFit subscription and go to Peleton.

I deleted my accout with I-Fit a month after receiving the family plan invoice for 2 months which i never signed up for or used.

shortly after that, they started billing me again for single use amount. I realized after looking at my statements its been going on for a year. DO NOT use this Fradulent company. Watch your credit card statement carefully. This is fraud!

The company will not do anything about it.

I spoke

1. Jahon

2 Shalle

3. Jadll

I was then hung up on.

No one will help and it is very difficult to understand anyone!

I need your company to refund my $180.00

Hi there we kitted out our home gym all with ifit products this time last year for around 10k including running machine.

The rower came with the wrong screen so we had to wait unbelievably for a Year for a new screen to arrive, with no apology or explanation for the long, long delay.

The running machine console has stopped working, it was faulty from the start with bad volume and distortion. I was told by Chloe W from your customer services, 'unlucky', but your warranty has just run out and its £500 for a new one.

The machine has been used barely 20 times, which you can check via icloud, so clearly the time wasn't the issue, it was faulty from the onset.

on 1/27/2022

there was a membership process on my behalf I reached to IFIT to cancel service because I realized the error. since then, I have not been able to make contact with anyone. I called my bank to dispute the charges on my behalf and apparently, they were provided with this confirmation page of purchase. In addition, IFIT turned around and charged me a membership of $41.80. However, no one from IFIT has ever contacted me or reverse the billing charged. This company is a deceitful and cheat their customers. There's no customer service to handle errors. i have been trying to get my charge reversed for two months now and no one has contacted me to get my issued reserved.

attached are excerpts from the emails.

Hi, Gaddie!

Thank you for your iFIT purchase! Your order number is #[protected], made on January 27, 2022. Please keep this receipt for your records or visit your complete billing history in your settings.

ITEM DESCRIPTION QTY PRICE

iFIT FAMILY YEARLY AUTO 0-9 TIER 1 $250.00















Subtotal: $250.00

Sales tax: $0.00

Total: $250.00

Keep moving,

iFIT Team

This email was sent to me on 1/29/2022

Thank you for reaching out to iFIT. Your request (#999568) has been received, and is being reviewed by a member of our iFIT Experience Team.

You may be able to find the answer to your question on our support site. If your message is urgent, you can also give us a call at [protected]-iFIT (4348) or chat with us here.

In order for us to provide you with the most efficient service, please ensure that your fitness equipment is registered.

2/28/2022

Thank you for reaching out to iFIT. Your request (#999568) has been received, and is being reviewed by a member of our iFIT Experience Team.

You may be able to find the answer to your question on our support site. If your message is urgent, you can also give us a call at [protected]-iFIT (4348) or chat with us here.

In order for us to provide you with the most efficient service, please ensure that your fitness equipment is registered.

This morning I spoke to a customer service representative about an issue I have been dealing with regarding my Nordictrack S22i bike. The issue is that since day one, the majority of the workouts that my wife and I do drop and we receive a message stating that "iFit has unexpectedly quit."

Over the last year, I have been told by customer service reps that the cause of this problem is that my internet is too slow (although I had a 400 Mbps connection), that my router was not correctly set up, or that I needed to simply perform a factory reset. In order to remedy this issue, I upgraded my internet and have purchased two different routers. Nothing solved the problem.

During my last router purchase, in which my internet would not connect, I was told once more that my network was not set up properly. So, I called Motorola (instantly spoke to a human) and they remoted in and confirmed that my router was configured correctly for iFit (they said they get these calls all of the time). After 7+ hours on the phone last week and after having one representative hang up on me, I spoke to a rep who was able to walk me through correcting the date and time on my machine and voila, it worked...after performing reset after reset after reset on previous calls...the date and time being a setting that I can't even access on my own and a simple problem that took 7+ hours to troubleshoot.

Now, this morning, my wife started a workout...new router, gig-speed internet, bike 2 feet from the router...and it dropped again because "iFit has unexpectedly quit."

When I called service they asked me to do another reset. When I questioned this, I was told that the issue we were having is actually a known problem that is "gradually" being fixed and that it should be fully functional in 4 weeks. Interestingly enough, the previous two reps had mentioned a bug between the machine's safety settings and the software that was causing issues...now it makes sense.

I need someone to explain to me why this has not been communicated to all users. I need someone to explain why I have been jerked around on the phone to do resets when it was known that this wouldn't solve my problem. I also need someone to enlighten me on why iFit felt it was alright to mislead me into upgrading my internet and equipment to solve a problem that clearly you knew existed. My free year ran out last November and was auto-renewed for 12 months...yet this has never worked. I need to understand this.

Furthermore, I need to understand how to return this defective piece of equipment for a refund and how I can go about recouping the extra money I spent attempting to address the issues identified by your customer service reps which they knew all along were issues.

I have a Proform threadmill and it broke down in Jan 2021. After talking to customer service it was confirmed that the console need to be replaced. They placed a part order for me on Jan 18, 2021. Until now the part never arrived. Being calling the customer service almost every week. Each time the response was the part is going through QC and will be shipped out in 2-3 week. The same response each time. I also paid $200+ for extended warranty. Not only they never shipped the part, they have violated the terms in warranty agreement. I want the part to be shipped to me ASAP or replace a new threadmill.

Their service person put together and broke the arms of the above mentioned $3, 000. Treadmill. A tech was to contact me over a week ago to arrange date/time to correct and fix my treadmill. The first time (Paid $176.00 to put together). Felt something just was not right so I called and Paid $176.00 again to have someone come out and make sure everything was where it should be and safe to use. I waited over 2 weeks for a call which never came so I started calling. Tech came out and advised me that the arms were broken didnt have parts with him, that I would have to call and order parts.. I did (on hold for over two hours) they ordered parts and advised me Tech will call within two days. Assured me "No more than two days to get call. I've waited over 3 weeks. Now, I'm seeing the same pattern have tried numerous times to contact them but like today (06.21.2020 @ 2:15pm) you have to leave a message. I cannot understand why they don't finish what they started. I so need your help.
I thank you for your time

Shortly after we started using the treadmill I noticed a oil puddle on the mat. Dried it up but it kept re-appearing. Called customer service and the lady told me I would have to trouble shoot it before they would do anything. She said it was probably coming from where they had put a little oil on the belt an to wipe the belt off. I'm 81, but finally I got down and took the panel off. The oil leak is comming from the incline motor/actuator. I called customer services again in Dec/Jan and spoke to a Mr. Waite, who at first seemed interested in helping me. After a couple of phone calls he asked for me to send a picture of the leak. We did, and the next time I heard from him he said the tech had decided it was from where they lubed the belt and there was nothing they could do for me.
After wiping the puddle up several times I just left it this time, and it is growing larger on the mat. We are very unhappy since they want you to renew their warranty ad they won't honor the one we have. The unit was bought in Jun 2019.

Don Warden
7240 School House Lane
Roseville, CA 95747
Tel [protected]
e-mail:
[protected]@yahoo.com

I paid for assembly in my apartment, but the bike was never fitted to me and one of the knobs is so tight that I cannot adjust it.
The tension is too high for the bike, and rather than send someone to fix it, I was referred to You Tube videos to make my own adjustments. I have finally called an outside company and will pay for service for an in-warranty machine.

I ordered a Proform Smart Pro 2000 on 12/26/2018. Due to the size and weight of the item, I added the option of delivery and assembly. I decided to take advantage of the 0% financing for 18 months. After the installers finished on 01/10/2019, the unit didn't power on. They stated I had the incorrect type of surge protector and changing it would resolve the problem. Later, I found was not true. The "professional installers" not only came unprepared, having to borrow tools from me, but also, after they were gone, I discovered they had broken parts on the unit. I found pieces of the treadmill hidden across the room in a corner behind a chair and pieces of hardware on the floor. I am still finding hardware throughout the room. I called customer service on 01/10/2019 as soon as I discovered the problems and requested a return. Customer Service said someone would contact me within 2 weeks for a return. I read that in order to receive a refund, it must be returned in 45 days and I must have an authorization number. I can't get the number from them. If I do not, call back. I have spent 14 hours total on the phone trying to get an answer on when pick up will be. I cannot get the company to have this picked up or even give me an ETA on when. They just keep saying "wait a few more days and call back".I owe a payment on it and the finance company will not let me dispute the balance. Hold times to reach the returns department are extraordinarily long, averaging 2 hours. My concern is, I read in the terms of a return that I need an authorization number. They won't give me one. I read the return must be done within 45 days and I fear they are stalling to let that time run out. I have heard nothing from them regarding the pick up. I reached out to TD Bank Nordic Track Financing regarding the payment, who told me I must pay it. The non-working equipment is quite large, weighing over 300 lbs and taking up space in my home.

One of the worst companies I have ever had the displeasure of working with! My wife bought me this proform 550 r rower on groupon.com. I used it for 2:13 and it started grinding. Contacted customer service, and started an e-mail conversation with a representative. He kept talking to me about my bike... I kept telling him in the conversations that it was a rowing machine not a bike.in the last e-mail from him he sent me a contact phone number.. It turned out to be a phone number to adult phone lines!

I finally got hold of someone else and they told me to fix it my self but they would send me the parts! I demanded that they send a repair person out... Six weeks later parts are still on back order!. The repair man did come and look at the machine (even without all the parts yet) and stated that it was a bad manufacture and the frame was bent and could not be fixed and needed to be replaced... I contacted icon fitness only to be told it was within company quality standards and would not be replaced... Seriously, bent and damaged parts and that's their quality standards!?

$353.00 wasted!

Do not do business with this company!

People, don’t waste your money for the warranty, which has offered the company Universal Technical Services or UTS. We paid for such warranty, but it was waste of money. Our elliptical machine broke 10 months ago and within these months they only promised to fix it. The warranty didn’t cover the whole repair. It was strange, because we have paid rather huge sum for it. I think this company can mislead us.

This company does not require background checks on these repair people coming into you home! They could be thieves have jail terms, drug addictions etcccc you do not know who this person is they are sending to your home that is crazy! When I asked for a copy of background check there is none .You are crazy to buy this extended warranty from a company that just lets anyone into your home, They need to be checked into by the authorities for even getting away with this and taking our money for this disservice.