Icon Health and Fitness

Dear [redacted],After reviewing your account,  I do want to apologize for the multiple mistakes that were made on our companies behalf. It looks like you have been having issues with your machine since day one and we have failed to fix it. From the poor service provided by our technician and...

the lack of ordering parts when they were requested; I feel like your request for a full refund on the machine is more than fair. I have gone ahead and let our product replacement department know that we are going to issue a full refund on your machine. They will be contacting you via email within 48 business hours regarding the next step in this refund process.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Icon Fitness and Health stated that they will credit my card and it will take up to two weeks to process.  But they did not state the amount of the credit.  Based on this reply I will wait to see if they refund the entire amount of $224 is credited before giving a final acceptance of their offer.
Sincerely,
[redacted]

Dear [redacted], I do apologize that this has been somewhat of a mess. I will talk to the manager over UTS. I will try to make it up to you in some way. Please respond to keep this complaint open.

Dear [redacted], I apologize for how long this has taken to be resolved for you. We have issued a refund for you machine. We have sent a request for a check to be made to repair your carpet. Please let me know when you receive these.

Dear [redacted],I am so sorry for what you have had to go through with your machine. I do see that your machine has shipped and is scheduled to be delivered on the 3rd. I am going to have them do a 20% discount for all the trouble you have been through. I will have them process...

it as fast as they can. You should see it the end of the week or start of next. Please let me know if you need anything else.  You can also track the order at NVClogistics.com. Use this # [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. They did ask me a question about parts, and yes, the belt and roller are the parts I need.  Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am...

rejecting this response because:I would like to keep the status of the complaint "open" until ALL of the issues mentioned in my complaint are resolved.I will confirm that I received responses from Icon on August 31 via e-mail and phone (from their local service representative).Icon has confirmed that a replacement incline motor was ordered and sent to my address and other replacement parts (i.e., control board, incline sensor, and control console (needs to be special ordered)) will be shipped to me within 7-10 business days.  After all of the ordered parts are received-delivered, I will follow-up with Icon to schedule a service appointment.
Sincerely,
[redacted]

Hello,I apologize for the inconveniences you have received. I have had the console sent and service setup. I am looking into getting a refund for you. I am talking to our returns dept. I will let you know as soon as I find out, on what we can do for you. Please let me know if you have gotten...

the console and service has reached you.

Dear [redacted],I did some research why your machine hasn't shipped. It seems we had a glitch in our system. So the good news it is being processed and loaded today. I have also add assembly for you. You should received a email once it ships with tracking info. Please let me know if you need anything else.

Dear [redacted], I want to apologize for the long wait times for parts to fix your machine. When you purchased your extended warranty, you were given a list of Terms and Conditions that specify the protection you will have in return for your payment. (I have attached a copy of your...

contract to this complaint) As stated in your contract under 3: WHAT IS NOT COVERED:  " I.  INCIDENTAL, CONSEQUENTIAL OR SECONDARY DAMAGES OR DELAY IN RENDERING SERVICE UNDER THIS AGREEMENT, OR LOSS OF USE OR TIME DURING THE PERIOD THAT THE COVERED PRODUCT IS AT AN AUTHORIZED SERVICE CENTER OR OTHER AWAITING PARTS;The parts that were ordered are on track to ship out by 2/23/18, so at this time we are unable to fulfill your request to replace your machine per the terms and conditions that you agreed upon when you purchased the extended warranty.

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 still feel that it shouldn't have taken involving the Revdex.com to finally get a response from management at Icon Fitness after a month of attempts.
Sincerely,
[redacted]

I want to apologize for the poor delivery experience you have had with our company. After reviewing your account, unfortunately, we do not have anyone available in the area to come and pick up your machine so you will be responsible for the disposal of it. A full refund has been issued, the...

reference numbers for this is [redacted] and [redacted]. Please allow 30 business days for this to reflect back on your card.

Dear [redacted], I am sorry we haven't helped you with your machine. Please email me a picture of the damaged part, or please let me know the key # from the manual. My email is Justin.l[redacted]@iconfitness.com.

Complaint: [redacted]
I am rejecting this response because:  I am shocked at how horrible their customer service is.  I was offered a 5% refund rather than 35% and NO mention of the delivery company putting the unit together.  Complete disregard to rectify the situation.  I am still looking for the 35% refund as well as them putting the unit together.
Sincerely,
[redacted]

Dear [redacted], Unfortunately, Fortiva is not a part of our company they are a bank that we use to do financing. In order to get any corrections done, you will need to contact that company directly. Best Regards,

customer received a new replacement console from us.

Dear [redacted],I do apologize for the heart rate monitor issue's. What I can do for you, is to send a technician. We actually send techs out free of charge, when customers are under warranty. Unforantely for a refund you would have to speak to sears. Let me know if you want the tech and I will...

send him out, if you want parts I send them to.

Dear [redacted], I want to apologize for the poor experience that you have had with our company while attempting to get your new machine fixed. While I was looking into a resolution for you, we were notified by our tech that you have returned your machine back to your point of...

purchase. If you have any further questions for our company, please let us know.

Dear [redacted],I apologize the your machine has not been sent to you. I have put a new order of the unit. You should see it within the 2 weeks. I have also added White Glove Assembly for the inconvenience. The new order # is [redacted]. If you have any questions please let me know.

Dear [redacted],I apologize that your ifit is not working for you. I see that you were able to get hold of the returns dept. I am glad they were able to assist you with a return. I want to personally apologize for the times to contact our customer service.