I set a calendar reminder to ensure I do not pay for an additional year from iFit as we weren't using it any longer. After the notification, I logged into the multiple accounts and confirmed that none of my family's accounts were setup for ANY paid subscription and my payment methods were removed. A few days later, I got charged $422.24 for the annual subscription. Despite my immediate contestation to the charges, iFit stood firm against me.

Please, do not sign up for the services from this unethical corporate practices.

IFit - If you want to make the situation right, I will remove my complaint and write a positive review.
Claim Id: *********************
Internal Case ID *******
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OrderId 63ea0dff88caef27ff3bf838
PoNumber IF*******

How many times do I have to write and call customer service to get my issue resolved? I haven't been able to finish a ride for months! I get 6-9 minutes into a ride and the video fails. I've been on the phone with customer service so often and they keep passing the buck. Here are the facts.

I bought the Studio s22i from $#*!'s on 12-20-2020. It worked fairly well for six to eight months though there were occasional glitches. Now it glitches EVERY SINGLE RIDE! The screen freezes and the video stops between 6 and 10 minutes. You can look at my profile. I can't finish a ride. It's not holding the wifi signal. I've called customer service multiple times. Done the factory reset, reinstalled software and done everything they've asked me to do. I even changed internet providers, raised my download speed and prioritized the iFit device on the network. NO OTHER DEVICE IN MY HOME HAS EVER HAD A PROBLEM. It doesn't make sense that it would work for six months and then crap out. There is something fundamentally wrong with the software. Maybe stop using cheap, crappy Android tablets, I don't know. I also, stupidly, purchased the maintenance agreement when I bought the bike. Another five hundred dollars down the drain. They came in and replaced the screen and the control box and I STILL HAVE THE SAME PROBLEM. They say it's congestion on my wifi network. Again, I unplugged or shut off everything in my house that uses the wifi and it STILL freezes. I changed the channel on my router and STILL it freezes. What I have right now is a $2,000 bike, a $500 maintenance agreement and the rest of my iFit membership for 2022. It's all worthless. DON'T GET SUCKERED! THIS IS REALLY BAD CUSTOMER SERVICE! THEY SIMPLY DON'T CARE.

I purchased a ProForm HIIT Trainer Pro in September of 2018 to help stay in physical shape. This has been a challenge for me since the diagnosis of a thyroid problem as well as the hip issues I was having from the Bowflex Treadclimber (great machine, lost a ton of weight on it). Anyway, after about a year or so of using the device, life got busy... When I returned to the ProForm last year, there were several problems with the updated software. I have contacted iFit numerous times, detailing the issues and how the software performance has deviated from the original, but unfortunately, they refuse to listen. Instead for the majority of responses, they send canned responses. The machine has been factory reset at least two times. When on the base version there are no problems. However, the software auto updates and the problems come back. A rep who contacted me after I reached out to the BBB sent a replacement "head" unit (who overlooked the important piece of information the problem was not present on the base software). The new "head" unit had the same problems as the original one. It doesn't take a rocket scientist to see the software update is the problem, but support does nothing with the information. The issues include slow performance for starting and ending Manual mode workout. A Manual Mode workout is an offline workout, but the newer software is communicating on the network for a Manual Mode workout. I discovered ifnyou tirn WiFi off, the slow loading and ending of the Manual Mode workout goes away (support refuses to acknowledge this). Furthermore, iFit now pops a confirmation box every single time you select Manual Mode asking if you are sure blah blah blah. This box was not there before but now it shows up every single time the machine is used. Lastly, they locked the Factory reset down forcing you to call them for a code so you can reset the machine. While you get the code, they interrogate you and ask for you to download some app so they can watch you reset it... IFit has gone off the deep end with these invasive changes. They have ruined the fundamental nature of the machine (exercise) to push iFit subscriptions and invade your privacy. They need to get rid of the popup (which has nothing to do with offline, manual workouts) and fix those two (known) points in code slowing everything down. Videos of software performance before and after document the issues. Support refuses to do anything.