Icon Health and Fitness

Complaint: ***
I am rejecting this response because: There has been contact with a Service Technician but the issue is not resolvedMy exercise bike was dissembled and still is not available for my useA part has been ordered and is intended to be sent to my homeWhen I have the part I will contact the Tech and schedule an installationI do not know when the part will be available therefore I cannot say when and if the device will be repaired
Sincerely,
Michael ***

Dear ***,They tech is calling todayLet me know if you get contacted

Complaint: ***
I am rejecting this response because:I STILL WAS NOT TOLD ABOUT A REFUND FOR THE MONEY THAT I HAVE BEEN PAYING FOR A MACHINE THAT HAS NOT BEEN WORKING SINCE OCTOBER THE ONLY REASON I HAVE BEEN MAKING THE PAYMENT IS TO KEEP MY CREDIT CLEAN ALSO IF IT WEREN'T FOR ME CONTACTING THE Revdex.com I WOULD STILL BE WAITING AND GIVEN A DIFFERENT EXCUSE EVERYTIME I DON'T THINK PEOPLE SHOULD BE TREATED LIKE THIS EVERY MONTH SINCE OCTOBER I HAVE BEEN TOLD THAT A SUPERVISOR WOULD CALL ME, A TECH SPECIALIST WILL CALL ME AND OTHER EXCUSES AND I AM VERY MAD
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I still do not have resolutionI have not received notification that the motor has been received from back order, nor shipped to meIt has been >business days since I filed the original claim to icon on January 26, The response to this Revdex.com complaint said that a motor would be in stock the next day and shipped to me-- that was On march 8, and the motor is not yet in stock, nor has it been shipped to meI am unable to reach customer service due to long wait times on hold- which is also unacceptableI would be satisfied with a $1,credit back (to my credit card or towards a new treadmill from the nordictrak website of my choice) for the original cost of the treadmill- given the faulty motor, the times I have had it break down requiring repair taking months and months, and the inability to resolve this issue otherwise in a timely manner.
Sincerely,
*** ***

Dear *** ***, I am so sorry for all inconveniences we have caused youI see the refund want through on our end the end of JanuaryYou should have your refund please check the card that was usedIf it still isn't there let me knowI will have a bill/returns agent call youThey
should be able to answer any questions

Dear *** ***, I apologize for how long the tech is going to beI understand the frustration with the machine not workingPlease let me know how the service tech visit goesIf the tech states it is repairable, we can proceed to the path of replacement or refund

I apologize for the delaysI have decided for your issue, we will replace the unitI have sent your info to our PR deptThey will be contacting you by email today or tomorrowIf they do not contact you by Friday let me know thanks!

Dear *** ***, I am sorry that our phones were so busyI have requested a return for youPlease allow up to business days for the refund to post on your account

If the part truly ships by Friday the 9th then this resolution
will be satisfactoryBased on my passed dealing with this company I have my doubts but will wait until Friday the to see if the stay true to the word 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 have ordered service for youThis is a one time curtsey to fix the unitI apologize that service costs a lotSince you are no longer under warrantyWill not be able to give free service after this

Dear *** ***, I am so sorry that we were unable to get the machine delivered for youI have been told you should have your refund, if not it should be there any dayI am sorry we could not get the unit to you

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 However, I need to get in touch with the person who responded to my complaint so that I can get the thumb drive he/she mentioned I will also detail the issue I am having with my Incline Trainer in this email Starting about months ago, I noticed that when I would try to use the x7i Incline Trainer, it wouldn't stay on I would connect the magnet tether to the sensor and it would start up and I would get the iFit Live load screen (red background), and then it would cut off to a completely black screen I could eventually get it to stay on and continue the boot process until it got to the actual home screen When it would actually boot up, I wouldn't have any problems whatsoever, but if I disconnected the tether from the switch, I would have the same problem the next time I tried to use it I checked to make sure that my power to that outlet was working properly, and even replaced the surge protector that the machine was plugged into I checked the reset switch too It was functioning normally After several days of this, I just kept the unit connected to the magnet tether and left the machine "on" at the start screen Then, about month ago, it started crashing on that same red "iFit Live" load screen, but then would never get past that screen and after about seconds, would simply crash to the black screen If I unplugged the unit and plugged it back in, I would do the same thing That's what lead me to believe it was a software issue, rather than a power issue I researched on your website and found the video you have about upgrading the software I called Sears Repair because that's where I bought it and I knew they serviced treadmills and other exercise equipment Unfortunately the technician was not very educated on my particular treadmill, even though the ones with touchscreen tablets/consoles are very common these days Regardless, he went ahead and took a look He tested all the power sources and switches He told me everything was getting power as it should When he couldn't figure it out any further, he called in and spoke with a tech advisor (I assume at Sears) After doing about minutes of troubleshooting, the advisor told the repair tech that he thought I would need to completely replace the entire console, but it wasn't really even listed in their system as a part number He said the price they found searching the internet was more than $1400.00. Sears charged me $for the visit, even though they couldn't repair it I was very disappointed and couldn't understand how this problem would require a completely new console Later in the day, the tech called and left a message regarding the service bulletin I mentioned I never followed up with him because I figured my next course of action would be to speak with your company I had done some other research on the internet and found more examples of other people having the same issue with their treadmills and incline trainers I felt like it had to be a software issue So I went to your website and started a chat session with the customer service rep She was the one who told me there were no listed software updates, and that it had likely taken a power surge I got very upset because, as I said in my initial complaint, nothing else in my home had any damage from power surges or lightning strikes I keep just about everything in my home on surge suppressors, power conditioners, or UPS systems If someone from Icon could please contact me directly, either at my cell phone, or my email, I would appreciate it Preferably, I would like to speak with the person who responded to my complaint, but if not, I would like to speak with a senior service tech or advisor who can work with me to get the software update As I said previously, I don't mind paying for the software update I just want my treadmill back I'm still rehabilitating from my back surgery, and even though the weather is beautiful here and I could walk outdoors, I have horrible pollen allergies and I cannot go outside without getting very bad allergic reactions A prompt reply will be very much appreciated.Sincerely,
*** *** ###-###-####***@gmail.com

Dear *** * ***,I apologize that you have not been contacted by serviceI have contacted them and told them to call you ASAPIf you do not get a call from them by FridayI will do a refund for you, I do apologize for this

Dear *** ***,I see the technician has been there and needs more partsWe are ordering them BL label and should be there mid next weekSorry for the delay to get this machine fixed

Complaint: ***
I am rejecting this response because:I have had nothing but trouble with this unitI have had to fix it once myself, a service tech has had to fix it once and now there is a major mechanical failure that the manufacturer is trying to make me diagnose and repairOn top of that the unit has had a second computer failure that is a repeat of the first (while their service tech was there)I don't trust the machine or the manufacturer any longer
Sincerely,
*** ***

Revdex.com:
I still have not received my refundThank you for your helpI 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 that we have not been helping youWe can ether do a Replacement with some credit for the inconvenience or we could refund your moneyI do apologize about thisLet me know as fast as you can so I can get you taken care of asap

Dear *** ***, I want to apologize that you machine has been down for so longWhile checking your service order, it says an appointment was made for MondayIf you would let the tech come out one more time, he should be able to fix itI would also have no problem, resetting your
warranty once the machine is running on MondayPlease let me know if there is more I can do

Dear *** ***, I am sorry for the problems that you have been having with getting your refundAfter reviewing your account, the amount that you will be paying for the return freight is $324.90.A refund for the remaining amount has been issued, the reference number for this is
***Please allow 7-business days for the refund to reflect back to your account

Dear *** ***, I am so sorry for how this has been handledWe will get your refund to you ASAPPlease let me know the best time to contact youI want to have a returns agent speak to you, and make sure this is resolvedYou can reach me at Justin.l***@iconfitness.com, if yon need
anything else