Fit3D maintains 3,500+ scanners in 74 countries. We provide an easy and accurate way for business owners to validate their programs and scale member revenue. Many of the negative reviews you’ll see are from former free users unhappy about our move to a paid subscription model. Since 2022, Fit3D has required all customers to pay a monthly service fee—similar to a phone plan, there is both hardware and a service layer involved. As service costs have increased, we've phased out legacy free access in favor of a consistent paid model, which is now standard across the SaaS industry.Current Customers: Please let us know if you have any comments about your current service that we can answer. If you have an active ticket you'd like us to address, please email us at [email protected]. Leaving a review here to get our attention will take longer than simply emailing us for an escalation. Thank you,Patrick DonnellyGeneral Manager, Fit3DJuly 2025
Fit 3D (fit3d.com) has 195 customer reviews on Five Star Index, with an average rating of 3.5 out of 5.
Also known as
fit3d.com
Website
fit3d.com
Category
Fitness & Weight Lifting
Location
Sacramento, California
Listed on Five Star Index
2026
About these reviews
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The company replied to 57% of reviews.
Latest
Most recent review: October 2026.
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Very helpful! They answer right away and when ever there is an issue they get right on it! Their products are top of the line! Highly recommend!
KI
Kim
I had a great experience with Patrick
I had a great experience with Patrick. He helped me fix technical issues and gave me information that will help us to make sure results are captured successfully for each scan.
IC
Irritated C.
Customer service is horrible
Customer service is horrible.
We bought this machine in 2020 and there was no subscription and now we are forced to pay for one. So we did that and no we Need customer service and the best you get is an email chain with 1-3 day delays. A lot of good it does to pay thousands for a machine and now a monthly subscription but you can’t use it. I’ve asked multiple times for a simple tech to call and troubleshoot but nope, they won’t do it.
We are in a LARGE franchise group so we will be having this conversation about continuing with this vendor. Do NOT BUY!
Response from Fit 3DApr 3, 2024
Dear Irritated Customer with 1 Review,
Thank you for reaching out to us. If you have any inquiries regarding your current support ticket, please feel free to share the details with us, and we'll promptly assist you. Alternatively, if you haven't yet raised a ticket, you can reach us at [email protected], and we'll ensure your concerns are addressed.
Regarding our service level agreements (SLAs), our commitment is to respond to emails within a few hours during weekdays. To give you some data, for this week our "Low tickets are closing in an average of 6 hours, and our higher tickets with more back & forth are fully closing within 19.9 hours. The one larger exception to these trends are the weekends where we do not require our staff to work. And as a minor correction or update, per phone support, we DO offer phone support but kindly ask that you schedule a call in advance to ensure a smooth conversation without any delays. This helps us avoid any instance of phone tag for both parties.
Regarding recent changes for billing, we understand there may have been confusion. We have introduced a monthly service fee to cover our operational expenses as our vendors costs have gone up as well. We sent 6 emails on this topic and wrote a blog post about all the costs that go into scan processing and running this service for all our clients. This is the only pricing adjustment we've made in the past five years, necessitated by our commitment to maintaining the quality of our scan processing services for our valued clients. A lot has changed over this time, and I hope you can understand where we are coming from.
I've initiated a review of your account to better assist you once you can provide us with your information. We appreciate your loyalty over the past four years and look forward to continuing to serve you with our assessment services in the future.
Warm regards,
Patrick
COO
JH
Julie H.
Wouldn't recommend
Service is slow and there's no urgency when experiencing issues. I've been mostly disappointed since signing up to pay for the support service (which was enforced after we were told it was free as part of the initial purchase). The only saving grace is Norma who is switched on and has managed to solve our issues after stepping in.
Update: After completing this review 1 month's service was provided free of charge and the issue has since been resolved.
However, it is important to note that some of the waits were WEEKS to get answers to problems, this is not just a time difference issue between the UK and US. This has since improved however we are get to experience a great service.
Interestingly, Patrick has noted what the subscription includes but has failed to admit that the original CEO emailed to say there would be no form of subscription/ servicing when the machine was first purchased! This machine was originally used to offer free scans for members, however, the business model changed once the subscription service came in.
I'm still not impressed with the service and genuinely would not recommend Fit3D at present.
Response from Fit 3DApr 3, 2024
Hi Julie,
I'm glad that you have had a good experience with Norma. She is great.
I also see that the team credited your account a month of service for the time you were down in March due to that keyboard issue. I am glad we could help out there. It looks like that issue was caused by a Microsoft windows update rather then something that Fit3D did. The V4 systems can be a bit more sensitive to those new Microsoft updates as time goes on.
But, I am glad that our team was able to help your unit up & running.
Per the time difference, I do see that there was a gap between our communication & yours as you are in Europe & we are in the USA west coast. We are figuring out how to provide better staffing to the UK region since we had to let go our UK distributor last October. And, I apologize if technically the Isle of Man is not part of the UK - as an American I do not know too much about your country personally.
Oh - I did want to clarify one part. The monthly subscription is not for Technical Support. The monthly service is to cover technical operations for things like server scan processing, hosting fees, and technical operations. Technical Support is free to all our clients. Maybe that was not made clear, but support is still free.
I see that we have helped you with 6 tickets since January of 2024 mostly relating to scan result reviews. I hope our responsiveness is improving on those. We are working greatly on that.
-Patrick
GA
Gabby
Such prompt response to needing to…
Such prompt response to needing to merge account. Sent a request just before going to sleep and had a response by the time I woke up.
Thanks!
Response from Fit 3DApr 3, 2024
Thanks Gabby,
I'm happy the support team was able to handle your request quickly.
-P
MI
Mia
There was an issue with the screen and…
There was an issue with the screen and it being frozen at times and not being able to see where to check off . to enable me to continue.. after that little glitch was taking care of the staff was excellent and helping me and it was a good experience with the fit 3-D Ramona
Response from Fit 3DApr 3, 2024
Thanks Mia,
I'm glad the team was able to help you through that issue. Thanks for taking the time to let us know how we are doing.
-Patrick
COO, Fit3D
LY
Lynee
Thousands of dollars WASTED. DO NOT TRUST THEM!
I went with fit3D because of the technology being superior to others. BIGGEST PURCHASE REGRET of my career as a business owner ever. I own a medspa where we do weight loss and wanted a great visual option for patients to see their progress. The machine is VERY picky and many scans fail, but I was willing to see past that for the technology. I also went with this company because of the option to not have to pay a monthly fee to use the service. I understood that getting scan results may be a little slower and I wanted the perks of paying a monthly subscription once our volume could pay the fee. I was happy to pay it once we could afford it. Since spas have slow times, I knew that having this option to not pay a monthly fee was smart. It took about six months to get the machine, and then it didn't even work. One of the cameras had to be replaced. They sent a replacement that also did not work, so I had to take both towers apart and find the cameras that did work and put it back together. Their customer service was not great and 10 months after ordering, I was finally able to do a scan.
My spa experienced a MAJOR financial setback, so I was glad that we could still use the machine for the very few scans we needed it for while not having to pay a monthly fee and go further in the hole. Then, they changed the policy where you must pay a monthly fee to use it! We cannot afford it, so the machine is a VERY expensive space waster that we can't use. I had to take it out of our consults and protocols, because I can't even get two scans out of it when we are slow. And what's even worse, the patients that needed follow-up scans could not get them! We needed that for our medical documentation, and now we can't get it.
I've emailed with them several times suggesting that they should allow a certain number of scans per month before requiring a monthly fee. Even 5 scans would be helpful right now. They've been downright rude about it and won't budge. TERRIBLE business practices. Do NOT trust this company with your money. Who knows what they will do to you in the future?! We can't even sell it, because there are so many up for sale right now, and no one wants to pay a monthly fee to use it. I totally understand that the technology is expensive to run. They should still give those who gave them their hard earned money a way to use it, even if it's only 5 scans a month.
Response from Fit 3DFeb 23, 2024
Dear Rachel,
Your account left a lasting impression on me, and here's why: Your data is nothing short of a goldmine.
I've taken the time to thoroughly review our recent support interactions, and I understand your frustrations. However, I want to shift the focus away from defensiveness and instead offer some valuable insights based on the unique data you have at your disposal.
First and foremost, I want to emphasize that your data is incredibly valuable—it's a goldmine waiting to be fully utilized. The best MedSpa clients we work with leverage their data to demonstrate the effectiveness of their programs, and yours is no exception.
Let me highlight a few examples from your scan data speaking generally:
Client X: Achieved a 1.0% reduction in body fat, along with measurable decreases in waist and hip measurements, all within just one hour of treatment.
Client Y: Experienced a 0.9% reduction in body fat, again with noticeable decreases in waist and hip measurements following a single one-hour treatment session.
These success stories are powerful. They serve as tangible evidence of the effectiveness and impact of your treatments. They're precisely what potential clients want to see when considering a service-based business like yours. You have a before-and-after Fit3D scan portfolio that many operators would envy - with corresponding circumference measurements.
My recommendation? Showcase these success stories. Turn these clients into the stars of your sales book. Highlight the visual and quantitative documented proof of how your treatments have transformed individuals, sometimes resulting in an entire inch lost from the waist in just one hour.
Moreover, consider leveraging these results in your advertising efforts. Promote the availability of scans with such impressive outcomes to draw more people through your doors.
I understand that times have been tough, and I empathize with the challenges you're facing. However, I truly believe that you're in a unique position to not only overcome these obstacles but also to thrive. Your proven results and services provide a solid foundation for growth.
I want to reiterate that your review paints us in a light that doesn't reflect the true value of our services and the insights your data provides. I firmly believe that our communication has been transparent, and your machine is indeed invaluable, especially when viewed through the lens of these remarkable results.
Fit3D is more than just a machine—it's a powerful sales enablement tool, essentially serving as a "digital receipt" for your clients' transformations.
I wish you all the best moving forward, and I'm here to support you in any way I can.
Warm regards,
Patrick, GM, Fit3D
PS: I'd like to address one crucial point. There's a significant distinction between appearing rude or untrustworthy and our responses potentially not aligning with your financial expectations. Throughout the past three months, our team has maintained consistency and transparency in every email exchange. I hope you can appreciate the overlap in our situations. While you've suggested we change to our business model due to economic pressures you're facing as an owner, it's essential to note that we've also adapted our operational model in response to similar conditions as well.
EH
Establish Health P.
I am deeply dissatisfied with the Fit…
I am deeply dissatisfied with the Fit 3D scanner and the company's business practices. We made a substantial investment of $18,000 in this machine over three years ago for our gym. However, we were recently informed that we can no longer use the machine without paying a subscription fee.
Due to the closure of our business during the Covid-19 pandemic, we are now left with an $18,000 machine sitting unused in our lounge room. This change in policy has not only rendered our investment useless but also caused significant financial strain. We have approached gyms to see if there was interest in buying our machine but with the Subscription model, no one is interested in buying the scanner. Which means we can’t use it or sell it.
As someone with 15 years of experience in the fitness industry, I have never encountered such disregard for customer loyalty and satisfaction. It is clear that Fit 3D's actions do not align with ethical business standards.
Given the limited availability of Fit 3D scanners in Australia and my role as an ambassador in the fitness industry, I feel compelled to caution others against investing in this company. Their lack of transparency and customer support is unacceptable.
I am considering seeking legal advice regarding this matter and exploring options for recourse. In the meantime, I urge others to be wary of engaging with Fit 3D.
Response from Fit 3DFeb 22, 2024
Hi Mark,
I re-read through your support ticket & wanted to reply here. I am sorry that you had to close down your gym due to Covid. That was hard for our industry as a whole.
Aside from you paying $18K for the unit, which is really really high... your main concern seems to be that the reseller you worked with in AU didn't disclose the Terms & Conditions of our product. For the record, we have parted ways with this distributor for several reasons. But, I hope you understand that a reseller cannot limit the service levels of the parent company.
I am sorry that they did not disclose this to you, as this was our in-contract with them.
Per your other request, we do not offer a service plan for individuals. But we have sold several units to Australia in the last year, so there is a market. I'm happy to reply on your service ticket as well if you need ideas here.
Again, I am sorry you had to close down your business. We're always willing to help out a business owner with a free month or 2 if it helps you get on your feet, but we do not have a plan for free service indefinitely.
-Patrick
