Icon Health and Fitness

Dear *** * ***, I do apologize that the delivery company failed to deliver the productUnforantely we are unable to do reimbursements for time taken offIf the product was kept we could do a product discountI do apologize that this had happenedIf you would want the product, at a
discounted rate I would love to help you

Dear Ms*** * ***,I have gone ahead and had a refund issued on all of the iFit charges to your card since your order was cancelledPlease allow days for these credits to reflect.I have also cleared the billing information on your account so you will no longer be charged

Dear *** ***, I am sorry for the confusion on getting the refundEmail me your statement to Justin.l***@iconfitness.comI honestly don't understand how we cant see if you paidYou are right you would of never got the unit

Dear ***,I apologized that you have not received the parts and service in a timely mannerI have ordered the parts with our fastest shippingI have also setup service, and let them know to contact you ASAPI apologize again for thisOrder # is ***

Complaint: ***
I am rejecting this response because:
There is a still a $charge from your companyOnce this is cleared and there is a "0" balance I will withdraw my complaint
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
** ***

Dear ***,I apologize for the inconvenience of not having the app ready for youI have contacted the IFIT Developers to find out more exact informationI have been informed that the app will be out in a couple weeksI can understand the frustration of it not being at launchI would
have no problem re adding time and adding a little more to your accountIf the app isn't released soon I would also have no problem with refundIf you will wait a little longerThanks for your penitence and your time

Dear *** ***,After reviewing your account, I see that your machine came with a year parts and labor manufacture warrantyWe upheld that warranty by providing you parts and service for the problems that occuredAt this time you are now covered by your extended warrantyA new motor has
been sent and a tech visit has been set upOur extended warranty department is upholding the warranty by doing this, so at this time we will not be fulfilling your request for a reimbursement of the machine

Dear *** ***, I apologize for the time it has taken to reply to youI have looked into you account and see you called todayI see were sending parts and servicePlease let me know if you were helped to your standardsIf you have any questions or more needs let me knowI will be
looking for your response

Dear *** ***, I apologize for how long it has taken to repair your unitI have spoken to the manager in UTSShe said she has called you and offered a free year extwarrantyI hope she was able to help youPlease let me know if you need anything else

Dear *** ***, I want to apologize for not getting back to you quicker. I was out of town on holidayI have informed the rep to order a new motor and send tech for youPlease let me know how the repair goes

Dear ***,I do apologize that our customer service was not able to assist youI have spoken to the manager in returns and she is going to have a agent call youI promise we will make this up to you and get your money backI do apologize that you had to go through all thisPlease let me
know If you do not get a call today or tomorrow

Dear *** * ***, I am sorry that trying to order part was not easy for youThe website was done, the day you tried ordering the part fromWhich we are sorry forAlso the hold time was at its highest, since it was after ChristmasI am sorry that we were unable to get you the part you
neededIf you do need anything else, we would love to help

Dear *** ***, I apologize for how long this is takingThe machine is shipping out as we speakIt will ship from California, it will be about ten business daysIf you don't hear anything please email me at Justin.l***@iconfitness.comI will be able to resolve anything that
comes up

Dear ***,I really want to apologize for this lack of serviceI was going over your account and was upset to see no contact from our techI took it over to our manager to get this resolvedI hope this never happens againNow to help you, I will have Returns call youI will have them get you a
returnIf anything happens with them let me knowSorry for the frustrations

Dear *** * ***, I am sorry for all inconvenience we have put your through with your orderI see the a credit and a destroy authorization were don't on the secondI shows the refund cleared us on the 6thYou should have the money in your account any dayThis isn't my department, but
if have more questions I can have someone call youAlso I know we failed to help you on getting the perfect unit for youIf still want a unit I can get you the one that fits, with specificationsAlso I can see if we can get you a discount for all the inconveniences

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have complied with Icon's request for additional photos of the machine without the plastic guard in place The photos clearly show that the rear stabilizer is not perpendicular to the frame as it should be The photos also show damage to the left track due to the left pedal repeatedly jumping off track.United Services still claims the machine is not repairable I have tried to attach the photos to this record, but have been unable to do so.
Sincerely,
*** ***

Dear ***,I would like to apologize for the inconvenience you have had with your machineAlso I apologize for the time it has taken from youWhat I am going to do is have the tech go out and get pictures with the plastics offHe should of done this the first timeI am sorry for taken more
time of yoursIf you will be patient and do this for meI will be able to get you a new unit once he reports the new picturesI will make sure to put a rush on the paper work for the machine as wellPlease let me know if this we be okayThanks for your patience

Dear *** ***,I apologize for the confusion our company has put you throughI am glad that we can provide a heart rate monitor for youI noticed it hasn't shipped yetSo I upgraded the shipping to day and pushed it to be shipped out tomorrowSorry the delay

Dear *** ***, I apologize for how long it has taken to respond to youI have been researching the issue you are havingThe last tech that went to your house, thinks its the rubber mattHave you tried it without it? I can send you a matt that we use for these machinesI just want try
out a new mattIf it still has issue's we can look into a replacement