Icon Health and Fitness

Customer : Donna-kay *** In regards to this customer’s complaint our records show that on 6/10/a return was activated for their machineOnce this product is received the customer will receive a full refundNo additional charges for return or restockingWe apologize for the
communication of deliveryThe delivery that shows on her account was to the front door below any stairsThank you

Dear *** ***,I am sorry for how long this is taking to repairI have placed a service request for youYou will get a call within business daysPlease let me know if you do not hear from the tech

Dear *** *** ***,After reviewing your account, I want to apologize for the problems that you have had with your machineThe Pro-Form CST comes with a 5-year frame and motor warranty, and a 90-day parts and labor warrantyBased off of the information provided in your complaint, it seems
like your motor has burned outFortunately, this is something that is covered under your warrantyI have gone ahead and gotten a new motor ordered for you, this will be delivered within 3-business daysIf you have any further questions, you can email me directly at kylee.f@iconfitness.com

Dear *** * ***,I apologize for the wait on getting your machine fixedI have sent you machine info to are parts deptThey are going to get back with on when were getting the console inIf it going to be a long time, we can move to replacement

Dear *** * ***,I apologize for the inconvenience with your orderI see that you refused the order and want a refundFor the inconvenience I am having returns push the refund asapYou should see it early next weekSorry again for all this

Dear *** * ***, I want to apologize for this issues you have had with your machine. I have spoken to Jaiden to see what we could do to help you outIt looks like he has changed technicians on your behalfWhat I would like to do is to try to fix the machine one more timeI know
with this new tech you should be taken care ofIf he fails to repair it, we can look into a replacement unit for youthank you for you patience and willingness to let us tryLet me know if you do not get contacted or if you need anything else

Dear *** *** ***, I am sorry that your order didn't not go through for youWe apologize for the confusion of our payment systemWe have place a refund for you on your orderIf you wish to order the product again you can

Dear *** * ***, I apologize that out delivery company did not do the removalI have sent this over to the shipping managerYou should be hearing from the company this weekPlease let me know if you don't

Dear *** ***, I have received info about the repair of you machineIt shows that you
machine is being held by c clampsAccording to our warranty this is consider negligence against the unitPlease provide me info on why this is being help together c clampsI do not want to void your warranty without your sideI also was informed the noise only comes after an hour of usePlease let me know if this is trueThank you

Dear *** **, I am so sorry that you had to go through so much for a machine deliveryFrom what I can see the refund was processed on the end yesterdayYou should see it any day, if you don't see it tomorrow let me know on Monday

Dear *** ***, I am sorry you have had so many issues with your machine, I approved for a replacement or a refundYou will get a email telling you how to get these solutionsIf you do not get it by Friday please let me know

Complaint: ***
I am rejecting this response because:I will not accept until our machine is up and working as it should be This workout machine was used for no more than months before it started acting up If you ASK me there is something SERIOUSLY wrong with it if it broke that fast and your company at this point needs to replace it with a new one as this one is obviously defective We should NOT have a defective piece of equipment for $1,000!!! According to UPS tracking the new parts arrive tomorrow I have YET to hear from a service tech to come back out to replace these parts Also, it is NOT just the service technicians which I am been disappointed by I have been VERY displeased with the service received from your customer service agents and disappointed with the poor quality of your product I just want this elliptical to work as it should It is the only exercise that works for our busy schedule and for over a month we have not bene able to use it
Sincerely,
*** ***

Dear *** ***, I am sorry that our machines are arriving damagedCould you please send pictures of the damage? If you can please email them to Justin.l***@iconfitness.comI will also see if we can get a new sentPlease email us at the provided, and we will get this resolved

Hello ***, Yesterday (2/7/18) I had Jan from our billing and returns department contact youShe let you know that unfortunately, we were unable to get your financing switched to a 36-monthOnce the machine has been fully refunded, I will have the salesman give you a phone call to reset up the order under months

Dear *** ***,I want to apologize that you have had to go through all this with your machineI am submitting you info over to a product replacement deptThey will send you an email with instructions to get the unit replacedThey will be able to get a ProForm of same value for youIf you do
not get email by Monday let me know thanks

Dear *** ***,If you got NVClogistics.com and click track shipmentUse this # *** and you should be able to track itYou should also be getting the refund for the assembly

Complaint: ***
I am rejecting this response because: I am no ready to close
this issue until after the system has been delivered. This will be our third treadmill in a year, and until I know it is fully functional I am not ready to say the matter is closed. It took months to get them to replace the system, and I am concerned this one will arrive also not working. They will have UPS deliver the system, and then we will be expected to set the system up on our own. If it is possible, request this situation remain open until we know the new treadmill is fully functioning
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have not received an email from them, or any contact informationI would like to contacted and informed when I will receive the new unitDelivered and set up in my house
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I want a full refund for the amount of $I have already mentioned that I wanted a full refund for the amount of $There is nothing to discuss, I have received nothing and the only thing that I WANT is a full refund for the amount of $I have already contacted Fortiva Retail Credit and filed a dispute for the charges that you have placed onto my accountJust so we're clear, I ONLY WANT A FULL REFUNDThis is our last conversation on this matter, the Fortiva Retail Credit Dispute Department will take over this issue if you do not do a full refund for the amount of $
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,
*** *** Thank you very much Better Businees Bureau for helping with this complaint!!! I appreciate it very, very much!!