Icon Health and Fitness

Dear Mr. [redacted],I want to apologize for the poor delivery experience that you have had with our company. Unfortunately, the shipping company is a little behind right now due to it being our busiest time of the year.A full refund has been issued, the reference number for this...

is 60160316. Please allow 10 business days for this to reflect back on your account.

Dear [redacted],I apologize for the all the issues you have been having with your console. I promise I will make sure we get this fixed. From what I understand is the console is having issue's again. That the end and resume just keep coming up. If this is correct please let me know. I will be able to...

get the right parts and service for you. I also have no issue extending your warranty time. If there is more info that I should know please include it in your response. I apologize again for these issue's.

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.
As suggested by Revdex.com of Utah, I have reached out to Icon 10/31/2016 spoke to Anna (866 896 9777). At the beginning of our call Anna was unable to locate my records. I mentioned I was following up with Icon's response to my Revdex.com complaint (Revdex.com ID: [redacted] / Nordic Track Resolution No: [redacted]/ PayPal Work Case No:[redacted]) . Several minutes later, Anna located my information. Icon has confirmed and I have agreed to the Destroy Authorization [redacted] of the product as well as a full refund issued by Icon (established 10/26/2016) of $1,295.75 Confirmation No: [redacted]. The full refund will be processed within 3-4 weeks from 10/26/2016. 
Sincerely,
[redacted]

Dear [redacted],I have ordered you a new console and wire harness. I have setup service for you as well. The order # is [redacted]. You should see them soon, they are shipping from Utah. You should hear from the tech within 5 business days. I apologize for the issues you have had with your machine. I...

know we can get you up and running.

Dear Mr. [redacted],  I want to apologize for the delay in your refund. After reviewing your account, it shows that the credit was released from our company on 2/23/18. Please allow 5-7 business days for it to reflect back onto your Fortiva account.

Dear [redacted], Please speak to the agent, with the provided phone # in your email. They should be able to resolve anything you have.

Dear [redacted], I want to apologize for the poor experience that you have had with our company. After reviewing your account, a full refund has been issued. Please allow 3 business days for this to reflect back on your account.

Complaint: [redacted]
I am rejecting this response because: received response to send elliptical back, received packaging box, received no instructions on where to return. Receiving no response to my phone calls and emails to please tell me where to return.Believe I'd like to pursue arbitration through Revdex.com ... tired of dealing with Icon. 
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.
Greetings and Salutations,I wanted to know if it is possible to change my complaint from unsatisfied to satisfied in the complaint I filed against Icon Fitness.  They have refunded my money and gone beyond great customer service.  Please let me know if I can do this.  I really want them to know how much I appreciate their working with me toward a resolution. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because they only answered one of the questions, I am still trying to find out the status of my order [redacted] which is the new order.
Sincerely,
[redacted]

Dear [redacted] ,I am sorry for the wait you had for you part. I really do apologize about this. I see the part has been received. What I would like to do is have the tech come out and try to fix the unit. Since the unit has never been service under warranty. We are unable to do a refund right now. If...

the tech goes out and is unable to fix the unit, we can look at that option. If it does get fixed I can add time to your warranty. I also can give you a ifit module for the inconvenience.

Dear [redacted],I apologize for the time that your machine has been down. If you will email us when the machine is repaired. We can add the exact time for you. Email it to [redacted]@iconfitness.com. He will be able to add the time and get you taken care of.

Dear [redacted], I am sorry that we failed to get you your machine. We have submitted a refund for you. You should see it no later than 10 business days. If you do not see it please let us know.

Sorry I have found it now, and have ordered you the motor. [redacted] is the order number please allow up to 10 business day for its arrival.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.
Sincerely,
[redacted]

Dear [redacted], I want to sincerely apologize for the lack of service from our customer service. We usually send service for motors. Is you machine working fine now? If not I have no problem sending a tech. Also we can do a 5% refund and 2 years fit for the trouble. Please let me know if...

this okay with you.

Dear [redacted], Thanks for letting best times and #'s. I am going to have a Returns agent contact you, you should get a call today or Monday. They are going to setup the refund for you. Please let me know if you need anything else.

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. Thank you very much to the Revdex.com for your assistance in reaching a resolution.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I got in contact with the company and was not hung up on Saturday, January 23.  At that point I was told that Icon fitness knowingly sent to me an incorrect unit due to the fact that they were out of stock on the original unit. I asked under whose authorization and they said whoever shipped it to me.  After discussion and negotiation, I was offered a wireless heart rate monitor as compensation for my time and hassle in this matter. The representative on Saturday said he did not know why I was repeatedly told it was not Icon who shipped the wrong item. As evidence I have a shipping receipt from icon with the correct item listed, though a different unit was sent. Upon receipt of my wireless heart rate monitor, I will gladly consider this matter closed to my satisfaction.  The account is under my other email address, [redacted]@optonline.net. Up until Saturday no one had even bothered to open up a case for me, they just blew off the whole matter.
Sincerely,
[redacted]