Icon Health and Fitness

Complaint: [redacted]
I am rejecting this response because: It has been 8 weeks since I filed this claim with the warranty company on 1/26/2016. I have been given the run around with empty promises and a lemon of a treadmill with the motor failing now for the 4th time. I purchased the extended warranty for the purpose of protecting the purchase, however, the warranty company has not fulfilled its obligation in a timely manner for the 4th time, nor have they made it possible to reach customer service agent in under 45 minutes. This has happened the previous 3 times the motor failed- meaning it has taken an extended period of time to appropriately respond to the claim, and I will not accept this anymore. I was told on March 8 that the motor would be in stock the next day and it wasn't. I was told that it would be an expedited shipping, and it wasn't. I still have not received the motor. To resolve this matter to my satisfaction, I want the treadmill replaced via a credit on the nordic trak website for the original purchase price of $1,700 or credit back to my credit card for the same amount. I am currently seeking 3rd party advice to address these bad business practices. 
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the lack of response by our company in regards to getting a refund for your cancelled subscription. A full refund ($79) has been issued, please allow 30 days for this to reflect back onto your card.

Complaint: [redacted]
I am rejecting this response because: It has been 5 days and I have not received any phone calls that the response said I would receive in a day or two.
Sincerely,
[redacted]

Dear [redacted], I apologize for not sending service to get your machine fixed. I have setup a tech to come install the SD card. Please allow up to 5 business days for the tech to contact you. If you do not hear anything let me know thanks.

Dear [redacted],We are unsure what you are asking for regarding the additional comments that you recently added to your case. A FULL refund for the price you paid for the bike ($499) and white glove assembly ($249) have been refunded back to your Fortiva account. The first amount was sent to them on 2/19/18, and the second amount on 3/5/18. If you have any further questions, you will need to take them up with Fortiva. Fortiva is not a part of our company, they are a third party finance company that we use.

Dear [redacted],I want to sincerely apologize for what you have gone through. I see the time you have gone without a working machine. You should hear from the tech tomorrow or Monday. If you don't let me know, I will personally get this taken care of. For the refund I can see what I can do. On...

things like this we usually offer a free floor matt or a year of ifit. Please let me know if you get contacted.

Complaint: [redacted]
I am rejecting this response because:
I am writing to follow up on the complaint, referenced above.  I received a notice from Icon Fitness that they were resolving the outstanding refund amount with Fortiva credit, the creditor for the NordicTrack bike for which I was to receive a refund:
Sincerely,
[redacted]

Dear [redacted],I would love to help you out. I have a few questions. Did Sports Authority replace the machine or did us the manufacture? Also on the extended warranty, did you buy it from Sports Authority or through us. I am unable to see the that this was done through us. You might need to...

talk to Sports Authority to get all this resolved, since they are the ones that you bought it through.

Hello [redacted] [redacted],I want to apologize for the poor experience that you have had with our company. After reviewing your account and a full refund has been issued. The reference number for this is 60154167, it shows that the money was released from our company on 2/21/18. Please allow the...

finance company 3-5 business days to reflect the refund back onto your account.

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],A billing sup visor will be emailing you with what we can do for the refund. If anyone can be able to get you a refund they can. I cannot promise 20% since this is out of my dept. and  my ability. I know she can get a resolution close to or if not a 20% I do apologize that your purchase has been so poor.

Dear [redacted],I apologize for the inconvenience with contacting our returns department. I have sent your info over to them. You should hear from them within a couple days. Let me know if you do not hear from them.

Dear [redacted],I apologize that we have not been able to get you machine fixed. I see the parts are at your house, I have told the tech to contact you and get appointment set. If this doesn't work please let me know and I will see what we need to do to resolve this for you.

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 assuming the business fulfills its commitment to replace my damaged product at no cost.
Sincerely,
[redacted]

Dear [redacted],The way that we protect our companies interest is by providing warranty parts and service only on qualified products. We 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 warranty. In 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 am sorry you feel this way about your experience. The issue is service is not a guaranteed fixed, its like a car and tech cannot always diagnose 100%. Are policy is there is 15% restocking fee, and this what needs to be followed.

Dear [redacted],I want to apologize for the poor experience that you have had with our company. After 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 machine. At this time, we will move...

forward with the product replacement/refund process. Please allow 3-5 business days for our replacement department to contact you via email with the next steps in getting your machine replaced/refunded.

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. In agreement with 4 year full service warranty and the repair of my machine. Currently waiting on phone call from company and parts. 
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the delay in getting your machine assembled. I have gotten in contact with the company that will be coming out to do the assembly, they stated that they will contact you by end of day today (3/20/18) to schedule an appointment.

Dear [redacted],I apologize that there was confusion on your account. I have personally taken your info to the PR dept. They will be emailing you the steps to get the machine replaced. I do apologize for the delay. If you do not get anything today or tomorrow let me know.