Icon Health and Fitness

Dear [redacted],I apologize that we have unable to delivered the unit in a timely manner. I also want to thank you for your patience. While researching this customer, I have seen that a Billings agent spoke with you yesterday. With this she had noted that you should get it delivered today. Please...

let me know if this did happen thank you.

Dear [redacted], I apologize for the time to get your refund. We are going to refund the full amount for you. What I need you to do is let me know when the machine is picked up. When it is we will do a credit once you let us know. This should speed up the process of the refund for you.

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]

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 will notify Revdex.com if my refund is not received after Friday.
Sincerely,
[redacted]

Dear [redacted],  I want to start off by apologizing for the poor experience that you have had with our customer service department. I have gone ahead and set up a tech visit for you, the reference number for this is [redacted]. The tech will be contacting you shortly to schedule a time...

to go out and get that part installed. If the tech is unable to get the machine working on his first visit, they will get any additional parts needed ordered and go back out again to get it fixed.

Dear [redacted],I apologize that your machine has stop working for you. It seems the agent has miss spoken to you the reprograming card. We do have a thumb drive that fix it if it is a software issue. Also the notice the tech said is a bout the power supply to the console. That they can fail and...

cause power issue's. Let me clarify something's, is the console turning on and just crashing? Is it turning on and it is losing power? If you can give me the best detail description I can then let you know on which item we should try replacing first.

Complaint: [redacted]
I am rejecting this response because:it is sad you value $20 over a customer's satisfaction. We had over 20 different contacts with your company during that first year and never once was told you would not refund us. In fact many times we were told a refund was in the works.  Six weeks of no return so we called back and was told give it another six weeks..... no return and we call back. You chose to drag it out a year and then you use the excuse I'm sorry it's been over year and there's nothing we can do. The money was never an issue as much as the principle of the matter. I can see now all our effort has been a useless waste of our time but do know that I will never buy another product from you and I will tell anyone who asks me about it to never buy one of your products! Another example of a greedy company........How sad a life you must lead! 
Disgustly........
[redacted]

Dear [redacted], I want to sincerely apologize for the lack of assistance from us. I have reported this to the supervisor over the agent you have spoken with. She is going to call you today or tomorrow and get you a resolution. I want to apologize for this as well. I promise we will make...

this right for you.

Dear [redacted],I apologize for the late reply. While looking into getting you a refund, I see you have spoken to our returns dept. They have submitted a refund and you should see it within a couple weeks. Sorry for the delay.

Dear [redacted],I have sent this over to our PR dept. You will receive and email stating instructions to get the machine replaced or refunded. I am sorry for the inconvenience this has put you through.

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.
Sincerely,
[redacted]

I agree to let them try to resolve the issue one more time with the new motor they have delivered to us,but it is the same exact  motor they have used the last four times I feel that we will have the same problem again if they do not use a better or different motor.  
 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.
Sincerely,
[redacted]

Dear [redacted], I want to apologize that you have a extra charge on your account. We are getting it removed ASAP for you. It should be gone within 5 business days.

Dear [redacted],You will not be charged for any shipping. You will not be charged for any returns/restocking fees. I have spoken to returns to confirm this. Please contact them and they can resolve this for you.

Dear [redacted], I want to apologize for the delay in the shipment of your machine. Before the new product was shipped out, it had to go through a quality test. Unfortunately, they all failed and had to be rebuilt before they could be shipped. Our billings department informed you that there was a delay and offered you either a full refund or a $400 off of the machine to continue waiting. At that time, you decided to continue waiting for the machine and receive $400 off. In addition, you have also received a $150 credit. With all of the credits and a free upgrade, you paid right around $1,350 for a bike that we sell at $2,399. At this point, the machine has shipped and is scheduled to arrive at your local terminal around 4/4/18. From there, the delivery company will be contacting you to schedule a delivery date. If you wish to cancel the order, we can issue back a full refund and cancel the shipment to your home.

Dear Mrs. [redacted],My name is Justin L[redacted], I am reaching out today, because of the sub-par customer service you have received. I would like to apologize for the inconvenience and frustration you have had. I am going to get you a new unit, as well as upgrade it to a better one. I...

will restart the IFIT membership for 1 year from when you receive the unit, and add 6 additional months. For the extended warranty, I am sorry I can not do much on this. It is not part of my dept. Expect a call from our PR dept. They will set all this up for you. I am sorry for the issue's you have had, and I will make sure we get you taken care of.

Dear [redacted],I apologize that we have dropped the ball for you. I am glad we were able to speak on the phone and work this out. Please let me know if there is anymore I can do. Thanks for your patience.

I apologize for the issues with delivery. I have spoken to our returns and they have added free assembly. They also stated they are willing to do a 10% discount.

Dear Mr. [redacted],  I want to apologize for the poor experience that you have had while trying to get your machine fixed. After reviewing your account, I do see that your machine is located in your garage. Per the users manual that came with your product "Keep the...

treadmill indoors, away from moisture and dust. Do not put the treadmill in a garage or covered patio, or near water." Because your machine is located in your garage, it does void all warranty. I see that you have been informed that your machine needs to be moved into a climate controlled area, with a dedicated breaker. Until this is done and we have photo proof, we are unable to continue forward fixing your machine.

Revdex.com:Sorry I did not respond sooner.  I was waiting to hear back from...

Emily.  The technician should be calling to schedule replacement of my console this week.  I will be waiting to hear from the technician hopefully this week to finally get this resolved.   I really appreciate your help with this matter and hope that we can close this out within the week.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]