Icon Health and Fitness

Complaint: [redacted] I am rejecting this response because: While I am happy that Icon has responded I do not have a specific person to call or a specific e-mail Please get this information for me and their response will be fine It is what I need Thank you looking forward to hearing from you Sincerely, [redacted] ***

Dear [redacted] ,I apologize for the all the issues you have been having with your consoleI promise I will make sure we get this fixedFrom what I understand is the console is having issue's againThat the end and resume just keep coming upIf this is correct please let me knowI will be able to get the right parts and service for youI also have no issue extending your warranty timeIf there is more info that I should know please include it in your responseI apologize again for these issue's

Complaint: [redacted] I am rejecting this response because:I did not ‘move’ the machine or break itThat is a victimizing assumptionI was instructed by your support group to review your FAQ and videosI rolled the machine between roomsThe warranty has no exclusions and your FAQ on page three of the manual is a general guide to usage and has no relationship to the clearly stated warranty which has no stated exclusionsYour support company UTS made these assumptions and were extremely rude in speaking to meTo place your customer between a rock and a hard place with a contracted support company, a company you contract with and offer as a company extended warranty, is at best unscrupulousThere is no acceptable solution as long as I have an expensive machine that your company refuses to honor a warranty on and further seek to vilify and blame your consumer for use Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It was a manufacturer's defect(as confirmed by Sears technician) and you are the manufacturer and you told Sears (Assistant Store Manager) you would not do anything, so the new unit was purchased .It was not that you were not given an opportunity to correct this .Presuming Sears is an authorized dealer that should be basically the same as coming from youIt was not until I complained directly to you all that you decided to do something, after I was already told nothing would be done While it is certainly not worth arbitrating I am willing to settle this in full for $to be used towards the other unit As far as a mat for the inconvenience this could have been much more of a problem the way your product failed If that is not acceptable please advise who in Pro Form I can refer Sears toThank you Sincerely, [redacted]

Dear [redacted] , I do apologize that you have had to wait this long to get your machine fixedIt looks like we switched the tech over to a new companyThey state they have called and left a messagePlease let me know if you have been able to get ahold of them

Complaint: [redacted] I am rejecting this response because: I have been contacted by ICON and they informed me I will receive a box in 7-business days and after I box up and send the unit back they will credit my paymentIf this IS done, I will withdraw the complaint, but unless and until I receive my full payment credited, I would like this complaint to remain activeI am cautiously optimistic that I will receive my purchase price returned, but it did take a BB complaint for anyone at ICON to contact me Thank you Sincerely, [redacted] ***

Dear [redacted] ***, I want to apologize for the poor experience that you have had with our companyA full refund has been issued for your purchase (reference # [redacted] ) please allow days for this to reflect back onto your account.As for the machine, unfortunately we do not have anyone available in your area to pick it up so you will be responsible for the disposal of itAll warranty has been voided

Dear [redacted] ,I want to apologize for lack of response from out customer servicePlease send me a picture of the receiptSend it to [redacted] @iconfitness.comOnce we receive it we can do refund and send a check to you

Dear [redacted] ***,The way that we protect our companies interest is by providing warranty parts and service only on qualified productsWe apologize if you feel that the person whom you purchased this from mislead you as to the condition of your machine, but we are still unable to honor the warrantyIn the warranty terms, it states "This warranty extends only to the original purchaser" Because you are not the original purchaser, we have no way of knowing if this machine was tampered in any way which could have caused the problems that you are having with it

Dear [redacted] ,I want to apologize for the poor experience that you have had with our companyAfter reviewing your account with our legal department, we believe that the rust was caused due to a manufactures defect with the powder coat on your machineAt this time, we will move forward with the product replacement/refund processPlease allow 3-business days for our replacement department to contact you via email with the next steps in getting your machine replaced/refunded

Dear [redacted] , I apologize for the delay on getting your partThe part has shipped the 31stplease let me know when you get it, and if you need anything else

Dear [redacted] , I apologize for the late responseI have been looking at your account deciding what we can do for youI have submitted a Product Resolution, this means you can get a replacement machine or an upgradeYou will receive an email this week telling you how to get the unit replacedIf you do not receive it this week let me knowSorry for the delay, thanks

Dear ***,I have add time to your warrantyThere should be months added

Dear [redacted] ,I sincerely apologize for what you have had to go through with your machineI have no problem getting your machine replacedI can send your info to our Product replacement teamFor the warranty you would have to speak to UTSThey are the ones that are over itSo I will send you info to get your machine replacedPlease check your email for steps to finish the replacement

I am sorry I did not provide more information to youI amtaking Revdex.com complaints nowI am here to help youPlease find a unit you areinterested In and I can see what I can do get that machine at a good discount.You also could give me a price range you would like to pay for oneI will thenpick machines I can sell at that priceI will as well tell you which one Ifind to be the best qualityAs I am here for you please let me know!

Dear [redacted] ,I want to sincerely apologize for the lack of contactI was out last week to follow up on the returns teamI promise you will get contacted today

Dear [redacted] ,I want to apologize for the difficult time that you have had while trying to get your old machine removed from your homeAfter reviewing your account, I see that unfortunately, we do not have anyone available in your area to come and pick up the machine so you will be responsible for the disposal of itBecause this machine has been "returned" all warranty has been voided on it

Dear [redacted] ***, I want to apologize that your machine has brokenI also, I am sorry for how long the part is takingI have approved for a replacement unitYou will receive a email on Monday with instructions on the replacementIf you do not see a email please let me know

Dear [redacted] , I am sorry for how long the unit has been brokenI have approved a PR, you should receive an email on how to get the unit replacedPlease let me know if you don't see it by Friday

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have received the additional $owed and have now be refunded in fullThank you for helping me resolve Sincerely, [redacted] **