Icon Health and Fitness

On January 25, I received the following correspondence from the company:I apologize for the delay in getting a responseHas you machine been delivered and assembledI see you spoke to someone about thisPlease let me know what the status is on thisIf it hasn't I will make this #priority and get this resolved.I have spoken to someone about the machine, that is true, but I still have NOT had anyone contact me concerning a time to deliver and set up the machineSo, please do make this your number one priority as promised!!Complaint: [redacted] I am rejecting this response because: I have spoken to someone about the machine, that is true, but I still have NOT had anyone contact me concerning a time to deliver and set up the machineSo, please do make this your number one priority as promised!! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: We were contacted by icon fitness and they are refusing to cover the cost of professional setup and stating we need to pay this yet again, when we paid it with the first machine that wasn't ever set up properly anywayWe wanted our iFit subscription refunded and they stated they would do this as an "exception"The woman I spoke with, Anna, told me "it isn't going to happen" multiple times when I stated we will not pay again for setup and that is something the company needs to do to to make this right Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My wife called the Returns Deptjust before lunch (EST) on 12/4/after receiving no response from the company regarding this complaint which was sent to them on 12/1/nor a response from the email sent on 11/30/to the supervisor who read it on 12/1/at 9:pm (EST) after the Revdex.com complaint was sent to the company The Returns Deptis processing a full refund The return box left the Salt Lake City facility on 12/8/and is expected to be delivered early next week (I have a tracking number for the delivery) This was the only communication received from the company until a response to the Revdex.com complaint was received on 12/4/after pm (EST) which is also after the Returns Deptstarted the return process Again, the lack of customer service especially at the supervisory level is completely unacceptable and I would spend additional time waiting to have the machine fixed since I would have to contact the service company to schedule a technician Since the Returns Deptoffered a full refund, I prefer to return the machine, get my money back, and cut all ties with the company Sincerely, [redacted]

Dear [redacted] , I want to apologize that we have failed to fix your unitWhile going over your file, it states it was bought in 5/30/If this wrong let me knowUnfortunately we are unable to do a refund since it wasn't purchased through usI have no problem sending a technician to come fix it for youI am sorry we didn't send one earlierThis should resolve the issue effectivelyI new parts are need I will expedite all shippingI do apologize again for the delays

Dear Ms [redacted] ***,I want to apologize for the delay in your refundA full refund has been issued (reference # [redacted] ), this credit was released from our company on 3/21/Please allow 3-business days for this to reflect back onto your Fortiva account

Dear [redacted] ,I have ordered you a new console and wire harnessI have setup service for you as wellThe order # is [redacted] You should see them soon, they are shipping from UtahYou should hear from the tech within business daysI apologize for the issues you have had with your machineI know we can get you up and running

Thanks for letting me knowI am going to watch your file and make sure everything is done in a timely fashionPlease let me know if anything else happens

Dear [redacted] ***, I apologize that the first machine was damaged, and the second one took foreverI do see you have spoken to returns and setup a refundPlease let me know if you need anything else

Dear [redacted] , I am really sorry for all this, I went and talked to the manager about them not callingI see they are refunding assembly for you, and it will be assembled SundayLet me know if there is more I can doI am will do what I can to help resolve this

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me In response to the business the service tech never mentioned $return visit feeHe just mentioned he would order the necessary parts and when I received them I was to call him back and he would come back out.I also need the parts that the tech ordered before a new service tech comes out Sincerely, [redacted] ***

Dear [redacted] , I apologize for not sending service to get your machine fixedI have setup a tech to come install the SD cardPlease allow up to business days for the tech to contact youIf you do not hear anything let me know thanks

I apologize for the issues you are having with your treadmillI have setup service and incline motorYou should hear from the tech within this weekPlease let me know if this fix's it or notI will also follow your file as wellThanks for your patience

Dear [redacted] , I apologize for the wait, on getting the machine fixedI sent your info the department that replaces machinesPlease look in you email from the Product Resolutions DeptThey will have instructions on how to replace your unitIf you do not see an email by Monday let me knowI do apologize for the wait and I hope this fix's this for you

Dear [redacted] , We have corrected the order and you will be receiving the large bandSorry for the inconvenience

Complaint: [redacted] I am rejecting this response because: It’s now 02/21/I ordered on 1/25/ They have not called me to setup delivery Sincerely, [redacted]

I have gone ahead and ordered replacement parts for the ones that arrived damagedThe tracking number for these is [redacted] One of the parts are out of stock but should ship and be delivered within about a week via upsAs for replacing the parts, I have set up a tech visit for youThe reference number for this is [redacted] , you will be contacted within 3-business days to schedule an appointment for a tech to come out and install the partsI was able to add an additional $credit onto the $that is currently processingPlease allow days to see this back to your method of purchase

Dear [redacted] ,A billing sup visor will be emailing you with what we can do for the refundIf anyone can be able to get you a refund they canI cannot promise 20% since this is out of my deptand my abilityI know she can get a resolution close to or if not a 20% I do apologize that your purchase has been so poor

Dear [redacted] ,I have spoken to the manager over returnsShe said she will do the full refundI was reading the notes and I think it said you card has changed from original purchaseIs this true?

Dear [redacted] , I apologize for the delay on the responseI have sent your info over to our product replacement teamYou will receive an email on how to get it replacedPlease email [redacted] to get your time added on to ifitI am sorry for all the issues you have gone through

Dear [redacted] ,I apologize for the late responseI am sorry I was not able to over night the partIt looks like it shipped on ThursdayIf you come across anything else you need ordered, let me know I will expedite them for youSorry again for inconvenience