Icon Health and Fitness

I apologize for the issues with deliveryI have spoken to our returns and they have added free assemblyThey also stated they are willing to do a 10% discount

Dear [redacted] ***, I am sorry we haven't helped you with your machinePlease email me a picture of the damaged part, or please let me know the key # from the manualMy email is Justin.l [redacted] @iconfitness.com

Dear *** [redacted] ,I want to apologize for the poor experience that you have had with your machine and our companyAfter reviewing your account I see that the technician was out to your home on 5/8/18, and was able to get your machine fixedPlease let us know if you have any further questions or concerns

Dear [redacted] ,I want to keep this open till you receive the refund

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 I do not require a technician nor do I desire to purchase a warrantyI appreciate the prompt reply and assistance Sincerely, [redacted]

Dear ***,I want to apologize for all this issue's you have had with your unit. I want to get you taken care of. Unforantely I am having a hard time finding your file. What is your contact information you have registered with us. I promise once I get your file. I will have you taken care of... immediately.

Complaint: [redacted] I am rejecting this response because:unfortunately after only using the treadmill for a couple weeks the squeak is returning so I am pretty sure it will never be able to be repaired as the tech said he has done everything humanly possible to rectify it yet here we areAlso the time countdown is skipping and freezing during your workout which baffles me as this is supposed to be a brand new consoleThis machine is proving to be a complete lemon and at this point we would like a replacement after a year of problems and reoccurring issuesWe are at the point of complete dissatisfaction and hope you can find it possible to help us and get us a treadmill that will just work properlySincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:You are correct concerning cancelling, the machine was to re-arrive Friday February 5th, the following is what occurred: Last Thursday February 4th around 8:00AM I received a call from Atlantic Transport; they asked me for help in getting in contact with Proform concerning getting a 3rd person to help with the Whit Glove DeliveryAtlantic had been there the prior Friday; decided that they could not deliver with just two peopleI called Proform and after about one and a half hours later I got an agent to send an email to NVC Logistics, in regard to Atlantic Transport needing more manpower for White Glove Delivery, I was cc'd on that emailI next called NVC; after another long on hold session, I explained the situation; made sure that they had received the same email that I hadNVC had received the email, but would not accept that email because it was not from an authorised individual concerning manpowerNVC said that they would call; call me back, which they dis at about 11:00am that same morning, NVC also contacted Atlantic Logistics in the same time frameAt around 12:00AM I received a call from Atlantic Transport that they would NOT be delivering on the 5th because the trucks for the 5th were already loaded, and that they would not be delivering in my area again until Friday the 12thI called NVC Logistics, the company who Proform contracted for delivery; after another long-time on hold, I finally spoke to a human, and they stated that, there was not a thing that they could doI then called Atlantic back, asked for the owner, by then it was around 12:30, he was at lunch; I left him a voice messageHe did not return my call, I called him again around 3:00pm and he pretty much said, sucks to be youI then told him to keep the machineI have NOT ever contacted the Revdex.com beforeI am 60-years-old, I am the president of a small corporation in my professional life, I am a civic minded citizen and hold an elected position within this small district, and I have to say that in all of my dealings I have never been as frustrated as I am right now with this whole messI suspect you do not know this, but that tread-mill has been in Portland Maine, one hour from where I live for 5-weeksIt has been in my driveway two times, once by Atlantic Air Freight, a LTL freight delivery company, and once by Atlantic Transport a White Glove Delivery company.I just received another call from Atlantic Transport concerning this matteryou should really contact me and we should have a conversation You can email me directly at: [redacted]

Complaint: [redacted] Thank you for responding The incline function needs to be re-calibrated When running exercise programs, the incline/decline is completely off I also tried the re-calibration function in the maintenance menu but this does not help All else works fine Please let me know what additional information you need to schedule a service Thank you, [redacted]

Dear [redacted] , I have sent this info to our UTS managerHe has let me know, that the issue's are solvedIf you still need help please let me know

Mr [redacted] .I do apologize again for the inconvenience you had receivedThe letter submitted to Sandra has been given to upper managementI have spoken to the Billings DeptThey have stated the refund should be in your accountPlease let me know if it has been refunded

Dear [redacted] , I do apologize that the # the agent provided was badThe number to call is ###-###-####, please let me know if you are able to reach them tomorrow

Dear [redacted] ***, Since the tech did not contact you and you did wait for itI have approved for a replacement unit for youYou will receive an email from CSPRThey will give you instructions on how to get the unit replacedYou should have it the email no later than ThursdayI am sorry that you have to go through all thisPlease let me know if you don't receive the email

Dear [redacted] ***,I apologize for the inconvenience we have put you throughIf you would send me a list of all the parts you need I ill order them ASAPI see a tech has contacted you today as well

Dear [redacted] [redacted] , I want to apologize for the poor experience that you have had with our companyUnfortunately, per our return policy that you agreed upon while purchasing this item, you were not eligible for a return at the time that you contacted our billing department.In order to return a machine, you would have needed to contact 1-866-896-9777, within days of receiving the productPer the return policy, this is the only number/department that could assist you with a returnBecause you did not speak with them within that tie frame, we are unable to return your machineRETURN POLICYWe give a 30-day trial period on all productsIf you are not satisfied for any reason please call 1-866-896-to set up a returnIf you were not charged for shipping on your initial delivery you will only be charged for the return shippingA 10% restocking fee is also charged on all returned or canceled merchandise (unless the merchandise is defective)Returns must be arranged within days of receiving the productYou must receive a Return Authorization number from us in order to return the product.The following information is required to obtain a Return Authorization:AModel numberBSerial numberCAccurate reason for the products being returnedProducts being returned must be disassembled and packaged in the original box or comparable packageIf you do not have a box, we can provide one for you.Icon is not responsible for the disassembly of the productOnce the product is packaged, take it to your curb and we will send a freight carrier to pick up your machineUpon receipt at our warehouse we will refund the purchase price (price of machine plus tax) less the restocking and return freight feesAll products must be returned in good condition and with all paperwork, parts and accessories or an additional 10% charge may be added.You can expect a refund in the same form of payment originally used for the purchase within days of our receiving your returned productOnce a Return Authorization number is issued, the product must be returned within days of the issuing date or the Return Authorization number will become invalidIf we are doing an exchange of your product, the unit being returned must be received back to Icon within days from the delivery date of the new machine or you agree to pay Icon the full retail cost of the machine.What if I want to cancel my order after it has shipped?We will refund the purchase price (price of the machine and tax) less to and from shipping chargesIf you were not charged for shipping on your initial delivery you will only be charged for the return shipping feeIf your product(s) has shipped (even if you have not received your machine or if you cancel the order after it has processed, but prior to it being delivered) return shipping and restocking fees will applyDo you deliver on weekends?Deliveries are not made after 6:pm or on the weekendsIf you have any questions about this, please call 1-866-896-

Dear [redacted] , I want to apologize that our machine was delivered properly and was not assembledI see we have started a refund for youI am sorry again for all this trouble

Dear [redacted] ,I have put in a credit request of the amount of You should see the amount credited within a few daysI apologize this has happened

Dear [redacted] ***,I apologize that we have not been able to get you machine fixedI see the parts are at your house, I have told the tech to contact you and get appointment setIf this doesn't work please let me know and I will see what we need to do to resolve this for you

Customer stated she would respond again, she never didMachine was fixed dec 9th

Dear [redacted] , I want to apologize that you have a extra charge on your accountWe are getting it removed ASAP for youIt should be gone within business days