Icon Health and Fitness

Dear [redacted], I have put a stop on the refund. I do apologize that you had to go through all this for a machine. I have put through a refund for the ifit. So you will be getting that for free for the inconvenience. Please let me know if you need anything else.

Complaint: [redacted]
I am rejecting this response because: Please be honest with me, there was no message or call. I don't expect to see my refund anymore. Icon Fitness has no clue about customer service. You don't seem to care about customers. If I were to do this over again I know I would definitely not buy a Nordictrack treadmill on any other Icon fitness product. And if I'm asked my opinion on any Mordictrack, icon product I will not recommend them at all. I am a very dissatisfied and upset customer.
Sincerely,
[redacted]

Dear [redacted], I am sorry that your machine came broken. I do see you spoke to returns today, and they are escalating it for return. You should get call any day for the return, if you do not hear anything by Tuesday please let me know.

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 am receiving a refund for the machine. Thank you to all who assisted me. Thank you Icon for making it right with my family.  
Sincerely,
[redacted]

Hi, I apologize for the issue you have had. I have talked to UTS and they have submitted a refund on June, 22 2015. The refund will appear back to you within no more than 30 business days. If you have any questions please call UTS. They can provide more in depth info. Sincerely Justin L[redacted].

Dear [redacted], I am sorry for the delay on the refund. I am seeing the refund was completed on the 8th. You should see the refund on your card. Please let me know if they refund isn't there.

Complaint: [redacted]
I am rejecting this response because:
Thank you for your polite replyThe first time I got a polite answerAgain, I really appreciate your polite answerHowever, I really doubt you are telling the truthPlease see below the last answer from iFit supportIt looks like 2-months or even later--------------------------
After
looking further into this, it appears that the iFit app for this series/type of
machine is not yet availableWe released these machines before the app was
actually released unfortunatelyWe would be happy to add any necessary
downtime onto your iFit membership in the meantime until the app launchesIt
may be another 2-months before it launches, but I have not been given an
exact time frame for it unfortunatelyI sincerely apologize for this
Thank you for contacting us
JLehi P[redacted] l Customer Service Operator #[redacted] l Icon Health and
Fitness l [redacted]@iconfitness.com
l ###-###-####
---------------------------Furthermore, please notice the total lack of respect/education on replies and lack of interest from your customer service on resolving issuesGiving contradictory informationOne example below:--------------------------------------------
Sir I have told you, the machine is not ifit compatible over the
console, you need to pair it with a tablet or smartphone and get the ifit via
your table or smartphoneIFIT will work once you pair with tablet or
smartphone
Saludos,
Monica Z[redacted] | Servicio al
Cliente | Icon Health & Fitness
Mex: 0-###-###-#### E.U
###-###-####
[redacted]@iconfitness
------------------------------------------------------------------Please, notice the "solution" from your customer servicePlease notice the delivery was $Really, are you telling me that is the solution? Why are you selling a product which IS NOT READY OR FUNCTIONAL? I particularly purchased this model and paid a significant bigger amount of money for this specific feature: ifitHowever, this feature up to day is not functionalPlease, is this not a case of advertisement?------------------------------------------------
Hello [redacted],
The machine has to be returned at the point of purchase
Thank you,
Saludos,
Pablo A[redacted] | Servicio al
Cliente | Icon Health & Fitness
Mex: 0-###-###-#### E.U
###-###-####
[redacted]@iconfitness.com
Dear Monica,
Please, can you kindly tell me how I can my money back for a
product which is not working as adverted?
Thank you for your help
Regards,
[redacted]
--------------------------I am looking for an answer from you
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  They claim to be sorry and state "I promise to make this right with you".  They also promised to call me with in two days and it has now been 4 days with no attempt to contact me.  I enclosed my cell number on the previous complaint ###-###-####.  They could do several things to correct this problem.  So far all I have gotten is empty promises and no action.  The only thing that has happened is that I am nearly $800 poorer.
1. First and foremost pick up the phone and give me an explanation and an apology!
2. Give me an exact ship date for the damage part and set up a time for a technician to build my treadmill.
3. You could also ship me a new unit that is actually undamaged and usable and send somebody out to build my treadmill, at no charge.
4.  Last resort, send me a complete refund and pick up the unusable treadmill so I can do business with an entity that has integrity and cares about their customers.Sincerely,[redacted]

Dear [redacted],I am so sorry you have not received your unit. I have no problem getting you a discount for the trouble. Before we get a discount setup for you. Have you been contacted yet? I see a request was made for the 24th. Let me know if you have heard from them.

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]

Complaint: [redacted]
I am rejecting this response because I just looked at the status of the delivery and it is stating refused at local office due to damage.  Can you please tell me the following:Tracking Number for equipmentApproximate date if it is truly not damaged and refused of delivery in Illinois.
Sincerely,
[redacted]

Customer Received replacement from us.

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 you. It 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 $250 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 to. Thank you.
Sincerely,
[redacted]

Dear [redacted], I do apologize for the treatment you have had. We are doing a refund and removal for you. Have you received the box? If you want a call from our returns, I will set it up for you. I want to make the return smooth for your troubles. Let me know if you have been contacted by...

our removal team. I do apologize for all you went through.

Dear [redacted], I apologize for the late response. I have been looking at your account deciding what we can do for you. I have submitted a Product Resolution, this means you can get a replacement machine or an upgrade. You will receive an email this week telling you how to get the...

unit replaced. If you do not receive it this week let me know. Sorry for the delay, thanks.

Dear [redacted], I have sent this info to our UTS manager. He has let me know, that the issue's are solved. If you still need help please let me know.

Dear [redacted], I do apologize for the refund issue. While researching the charge I do show a return on 3-14-2016. The amount went back to the card, that was used. Please let me know what you find.

Dear [redacted], I apologize that we have failed to fix your unit. I also apologize how long it as taken. I am sending your info to our Product Resolutions dept. They will send you an email on what the next step is to get your machine replaced.

Revdex.com:
I would like a refund, however here is what I paid:   Order Number: [redacted] Order Reference: QTY Description Item Price 1 TL NORDICTRACK 2450 NTL17216 1799.00 1 White Glove In-Home Delivery & Assembly WGASSEMBLY 249.00 1 1 year iFit membership with 4 year stand IFITUTS4C 0.00 1 4 YR 1001-2000 UTS4C 149.99 1 1 Year iFIT Premium Membership 1YEARIFIT 110.00 1 IFIT VUE BLK GRAY DR IFVUEWMD115 0.00 Subtotal 2307.99 Sales Tax 161.56 -------------------------------- ---------- Total $ 2469.55I can overlook the assembly, white glove service,and 1 year ifit, however, I have no use for  the attachments and extended warranty. Provided this is taken care of along with the machine payment itself, I will accept the refund.
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the inconvenience of your machine being broken. I have submitted a product resolution. You will receive and email with info on how to replace or refund your unit. If you do not get an email by tomorrow please let me know.