Icon Health and Fitness

Dear [redacted] , I apologize that your machine is not working. We are going to send a tech out with parts he requested. I am also going to have him take better pictures of the frame. If the frame is found to be damaged, we can look in to replacement. Hopefully after this visit you will... have a working machine, or a possible replacement.

Dear [redacted] , I apologize for how long it has taken to get your part to youI do see you have it nowIf you want I can setup a tech to come fix itPlease let me know

Dear [redacted] ***,I apologize that there was confusion on your accountI have personally taken your info to the PR deptThey will be emailing you the steps to get the machine replacedI do apologize for the delayIf you do not get anything today or tomorrow let me know

Dear [redacted] ***, I apologize you have not been helped, I can get you helped right awayPlease provide me the information for registration, such as contact, model, serial, and purchase infoPlease also give me a brief description on what is wrong with the machineIf the machines issue is bad enough, and you want me to call, let me knowThanks you

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 meHowever, I am hopeful that anyone considering purchasing a product made by any of the Icon fitness brands (including Nordictrack) be aware that their customer service is quite poor Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because I am still not sure how to contact iFit, so I will continue all correspondence through this mediumIn response to the iFit request, my iFit username is ***Can you please also provide some direct contact information? Thank you Sincerely, [redacted] ***

Dear [redacted] ***, I apologize no one has gotten back youAfter reviewing your complaintWe see you no longer have a warranty with us the manufacture, but with UTSAlso we have been informed that you moved the machine and damaged the unitThe warranty is only for manufacture defectsYou would need to work this out with UTSThe issues is, they will not cover damage caused by the owner

Dear [redacted] ***, I want to apologize for the poor experience that you have had with our company, as well as any incorrect information provided to you by our sales representativeThe NordicTrack Commercial is designed for in-home use only, it is not built to be used in a commercial settingWhen you purchased your machine it came with a day manufactures warranty (due to it being used in a commercial setting)Per the User's manual "The treadmill is intended for home use onlyDo not use the treadmill in any commercial, rental, or institutional setting" "The warranty will automatically be voided if all the instructions in the user's manual are not followed" By purchasing the 1-year extended warranty that you did, the contract allows the customer to be covered for year even though it is in a commercial settingOnce again, I do apologize for any miscommunication done on behalf of our company in regards to the warranty on your machineAs for your machine, I have gone ahead and ordered a new console for you as a one-time courtesy due to the poor communication that you have received from our company (these are currently listed for $946.79)The tracking number for this is ICS8268376, please allow 3-business days for this part to arrive

Dear [redacted] I apologize we are unable to replace your trampolineI can get your a refund, please email your receipt to [redacted] Once we receive it, we will send a check to you

Dear [redacted] , I want to apologize for the inconvenience you have had with your machineI have approved a product resolution for youThis means you can ether get a replacement or a refundYou will receive and email with information on how to get this doneIf you do not get the email in a few days let me know

Complaint: [redacted] I am rejecting this response because:A representative reached out to my wife todayMy wife responded twice that they didn't, and my wife did not hear back at all from your representativeAdditionally, two Nordic Track / Icon representatives have reached out to the billing department on our behalfDespite a promise from both representatives that they would be reaching out, no one from the billing department has reached out to usThis response is unacceptable Sincerely, [redacted]

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 pending completion of the agreed to on-site repair by a technician and correction of my warranty dates.Please find attached both my Order confirmation from 1/2/AND Product Registration email confirmation noting the Warranty dates should be:Purchase Date: Jan 02, Labor End Date: Apr 02, Parts End Date: Apr 01, For the on-site repair, apparently a fan part was ordered on Dec7, however no parts have been deliveredIt is not clear that the issue is the fan part or electrical so kindly advise the technician about this before arrival Sincerely, [redacted]

Dear [redacted] ,I do apologize that your machine arrived damagedI can have someone from the returns dept call youWhat is the best time and #? They will be able to resolve this for youAlso to let you know since an issue has been reported within the thirty daysThe we stop the time until it is fixedSo please don't worry about the daysLet me know if you have more questions?

Dear [redacted] , Unfortunately, Fortiva is not a part of our company they are a bank that we use to do financingIn order to get any corrections done, you will need to contact that company directlyBest Regards,

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 will follow up with Justin L [redacted] of Icon Health and FitnessI will update the UT Revdex.com regarding the progress of repair of my Pro Form 995iThank you for your assistance, but this is only the beginning of this repair processThis issue is far from resolved Sincerely, Marji L***

Dear [redacted] , I want to apologize for the inconvenience of your machine being brokenI have submitted a product resolutionYou will receive and email with info on how to replace or refund your unitIf you do not get an email by tomorrow please let me know

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 The service has been far from satisfactory but it at least looks like I will get the machine My next treadmill certainly will not be from Icon Sincerely, [redacted]

Hello Mrs [redacted] ***, I just spoke with our product replacement department and they stated that they sent you an email on March 8th in regards to your replacement but have not heard back.They have gone ahead and sent the email to you again, once we get a response they will be able to move forward with the replacement process

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 Thank you for facilitating; however, I would like to not that the firm has not scheduled a pick up of their product Sincerely, [redacted] ***

Dear [redacted] ***, I am so sorry for all the issues you have had with your machineI see you have been working with lanisaWas she able to resolve everything for you? If you still need please let me know