Icon Health and Fitness

Dear *** * ***, I am sorry your machine is not workingI do see you called into get non warranty service in JanuaryThe only other contact has just been recentlyOur techs do come with a day guaranteeSince it is past the days you would have to pay againI can do a
discount for you for the trouble. The tech describes there is a screw that came loose, that's what was causing the noiseIt was key 79, since you are out of warrantyThe tech replace it with similar screw, so you wouldn't have to buy oneIf you need another tech visit let me knowI can have agent call you to setup a non warranty service order

Dear *** * ***, I am sorry that our website messed up on your orderI would love to get you a fitness machineI can work out a deal for you, since you had this issueI first would need to know what machine you wantI can then tell you what kind of discount I can doI also can
look into deals on assemblyOnce you let me know what machine, I will check stockWe do have warehouse in CA, which means we can get it to you fairly quickPlease email me at Justin.l***@iconfitness.comI will do my best to get you the best machine, at the best price

Complaint: ***
I am rejecting this response because:Due to my lack of response thus far my case is considered closedI have not replied to the original message because all that I have received from Proform (through Revdex.com's website) is a promise of replacementI do not feel this matter will be fully resolved until I actually receive the new unit in good working condition. Proform has offered an order number but no info regarding shipping is on their website. Please advise if further action is needed on my part.Thank you.*** (***) ***

Dear *** ***, I want to apologize for the issue's with the returnI pulled the call and you told the agent you have a copy of the chat, were the sales rep gave infoCould you email that to Justin.l***@iconfitness.comWe want to find out who the agent is and make sure this
isn't happening

Complaint: ***
I am rejecting this response because: This company is not trustworthyWhile they did inform me that a service tech will be contacting me within 3-business days, I do not want to close this complaint until the service tech has contacted me and scheduled an appointment to install the new footrailsThe footrails as of this day 4/26/still have not been receivedUntil that point, I will not be accepting their response.
Sincerely,
*** ***

Dear *** * ***, I am sorry for all the issues you have had with fortivia, you should have the credit by end of next weekOnce you get it, please call fortiviaThey will be able to resolve the rest

Dear Mrs*** ***, After reviewing your account I want to apologize for the long hold times with our company right nowI have spoken with our billings manager and she has confirmed that you now have the month financing instead of the monthIf you have any further questions,
please let me know

Complaint: ***
I am rejecting this response because:I just spoke with someone at
that number and once again they cannot give me any information on when my refund will be issuedI have spoken with different people on this number today!!!!They have my money and they are refusing to refund it claiming that they have a "software issue." This is ridiculous!! Are you going to help me or not?!?!
Sincerely,
*** ***

Dear ***,I have spoken to Returns and the promised me they will call you today, no later than tomorrowPlease let me know if this doesn't happen

Once this machine is repaired on 6/18/we will restart your manufacture warrantyIf the technician deems your machine non- repairable at the time of the service on 6/we will begin a product resolution for youOnce again we are very sorry for your frustrations regarding this issueThank you

Dear *** ***,I want to apologize for the poor experience that you have had with your productI have reviewed your account and have decided to go ahead and issue back a full refundThe reference number ***Please allow business days for this to reflect back to your credit card

Dear *** ***, After reviewing your account, I want to apologize for the multiple problems that you have had with our company, from the poor delivery experience to your new machine arriving damaged. A full refund has been issued, please allow business days for this to
reflect back on your method of paymentAs for the machine, unfortunately, we do not have anyone available in the area to come and remove it from your home so will be responsible for the disposal of it

Complaint: ***
I am rejecting this response because: I have been contacted by mdx and it will not be delivered until the 18th of january our service contract started on december 3rd which means we have paid for weeks of a extended service plan when we do not even have the treadmill you say hours we will hear but they will not deliver for almost days this was a xmas gift that has taken almost months to get still unhappy and our service date needs to change we received the contract on that a month ago
Sincerely,
*** ***

Dear *** *** I want to apologize for us failing to get you your treadmillI just called MXD and they said they should be getting it within hrs and will be calling youI see we are doing 141$ discount for the troublesI am really sorry for thisThis is my personal email
Justin.l***@iconfitness.com, let me know if you get calledI will do whatever I can to resolve this for you

Dear *** ***,I have setup service for you, you should get a call within business daysAlso I am sending a new walking belt, sometime it can be over lubed which causes issuesLet me know if you need anything else thanks!

Dear *** ***,I apologize that we have failed to deliver your machine on time and that we haven't been here to help resolve the issueI am going to send your info to our returns deptI am going to have them do a do full refund with no feesI will have them process the refund fast as we can
Should see the refund by then end of the week or start of next weekIf have questions please let me knowI will get you taken care of!

Dear *** ***,I understand fully were you are coming from on your machineSince this closes in a couple days, use this email***@iconfitness.comIf the machine noise does come back let us know and we will make this right for you

Dear *** ***, I want to apologize for the confusion with your axisI have just placed an order for youThe order # is ***, you can go to iconservice.com to track itPlease allow up to business days, ( shouldn't take more than 5)Please let me know if you need anything
else

Dear *** * ***,I do apologize for the issues you are having with your machineI see you called in and talked to a supervisor after you filed this complaintI see she was able to setup parts and service for youAccording to UPS the parts have been deliveredI just let the technician know
they need to call, and setup a time to come fix the unitI do apologize for you experience when you first called inThere is usually something we can do to help customersPlease let me know how this repair goesI can make sure, you get taken care of quickly

Hello,I apologize for the inconvenience you have receivedWhat I have done to rectify the situationI have submitted a PRYou should receive the email from themThey will looking into replacing your unit for all your issue's