Icon Health and Fitness

Dear *** * ***, I apologize for the inconveniences you have had with your machineI have approved for you to get replacementYou will receive a email with instructions on getting it replacedPlease let me know if you need anything else

Dear ***,I do apologize for the inconvenience with getting your machine repairedI have upgraded the shipping to 2dayIt should ship out this weekI also have added service for the order as wellYou should get a call within business daysPlease let me know if there is anymore I can do?

Dear *** * ***, I want to apologize that we failed to get you paper work on the extended warrantyI do see the order for the warranty is on the list of purchased itemsI can start a refund if you wish, please reconfirm it for meIf I may offer a call from the extended warranty
departmentThey will be able to send you the paper workThey have all the means to do this, I also believe the can send you a copy of it the same day electronicallyPlease let me know if you want the refund or the call from the extended warranty department

Dear *** * ***, I am sorry you are having issues with your machineThe issue is, us icon do not cover the warranty on this machine at allIf you look at the back of your manual, it tells you to contact searsI would suggest calling them, and try to escalate it from thereI am sorry I
am unable to do anything else

Dear *** ***,You are correct, the charges were done by our company and are in the process of being reversed from your accountOnce those credits are reversed, you will need to contact Fortiva to close your account

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,
*** ***

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 want to apologize for the inconveniences we have put through with your orderI have spoken to Audra, and we would like to send a tech out there to install itPlease let me know when you scheduled the machine to be deliveredOnce I have the date of delivery I will setup
a service order for youPlease contact *** with this information

Dear *** * ***, I apologize that we failed to get your machine and refundI see your refund has processed on our end on the 24thIt should show any day on the credit account you madeIf you do not see the refund by mid next week please let me know

Dear *** ***,I apologize that we have not been able to assist youI am having the returns deptto call youThey will be able to assist you in this matterYou should hear from them today or tomorrowPlease let me know if there is more to assist with

Dear *** * ***, I apologize that we failed to respond to your emailI have ordered a walking board for youThe order # is ***; you should receive an email when it shipsI also setup for a technician to come fix your machine for youI would like to let you know your warranty
has expiredFor your inconvenience am willing to still offer an extended warranty for purchaseWe usually are unable to offer warranty after expirationPlease let me know if you need anything else

Complaint: ***
I am rejecting this response because:It's not that I'm rejecting it, per se, it's that so far their track record for follow up has been poor, so I will believe it when I see it.Also note that there are two monitors and Vue devices on recordNot one
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: If you read my complaint you would see that it had already been cancelled because it was lost It took two weeks and multiple phone calls just to find that outOnce cancelled, I was still charged for the machine even though I have a confirmation for credit from December 11th Again another hour on the phone and no resolution Also, I understand it is your busy season but as a business you should plan for additional volumeVery very disappointed in the level of service not only for the wait but also the response from your team
Sincerely, you
*** ***

Dear *** * ***,I apologize for the inconvenience this machine has beenI was informed that we are proceeding with a replacement, when you called in earlierIf you do not hear form them in a few days let me know

Dear *** ***, I have started Product replacement processYou should receive an email today or MondayWithin this email you will have instructions on how to replace your unitI do apologize for the issue's with the cables on this unit

Dear *** ***,I apologize that we have not been able to answer your callI have talked to returns and a credit will be submitted back to youPlease allow a MAXIMUM of weeksSorry for the inconvenience

Dear *** ***, I am so sorry for the inconveniences you have received with your machineI am sorry for the high hold times as wellI will have a returns agent call you to get the machine returnedIf you don't hear from them today or tomorrow please let me know

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to me.I would like to provide my contact information to the businessMy phone number is ###-###-####I have been away for the holiday, but I have received a voicemail from the service technicianI will contact the tech tomorrow, 07/05/17, to set up a time to have the machine servicedPlease advise if there is any way I can purchase an extended warrantyI would purchase it in lieu of the month extension
Sincerely,
*** ***

Dear *** * ***, I have ordered a new service tech for youYou should hear from him in business daysI do have question, when your first order serviceWere you informed about the return visit fee?