Icon Health and Fitness

Dear [redacted], I do apologize for all you have gone through. I will go ahead and do a replacement. Please look for a email from out product resolutions team. You see it Monday, it will contain instructions on what to do. Please let me know if you have questions.

Dear Ms. [redacted],I want to apologize for the delay in your refund. A full refund has been issued (reference #[redacted]), this credit was released from our company on 3/21/18. Please allow 3-5 business days for this to reflect back onto your Fortiva account.

Dear [redacted],I apologize that returned never gave you info on how to return it. You should have a shipping company contact you to pick them up. Have you heard from UPS? or NVC? If you haven't let me know and I will go and personally talk to returns to get this resolved for you.

Dear [redacted], I apologize for the parts being out of  stock for you machine. I do see notes in our system we are replacing the unit. Were able to work everything out on the replacement? If you need anything let me know. I will be able to get you helped.

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 want to point out that it took me several months of fighting with customer service and nothing was ever done until I notified the Revdex.com. I would recommend not doing business with this company. My issue had been resolved but the time and effort put into it has not been paid back
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not ‘move’ the machine or break it. That is a victimizing assumption. I was instructed by your support group to review your FAQ and videos. I rolled the machine between rooms. The warranty has no exclusions and your FAQ on page three of the manual is a general guide to usage and has no relationship to the clearly stated warranty which has no stated exclusions. Your support company UTS made these assumptions and were extremely rude in speaking to me. To place your customer between a rock and a hard place with a contracted support company, a company you contract with and offer as a company extended warranty, is at best unscrupulous. There is no acceptable solution as long as I have an expensive machine that your company refuses to honor a warranty on and further seek to vilify and blame your consumer for normal use. 
Sincerely,
[redacted]

Dear [redacted], I apologize for the delay on getting your part. The part has shipped the 31st. please let me know when you get it, and if you need anything else.

Dear [redacted], I am so sorry for inconvenience with your machine. I see the belt shipped and is suppose to be there Saturday. I can setup service to come install the part. I do understand the frustration with the parts being out of stock. I would love to give you a free year of ifit for the...

inconvenience.

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].You should see refund back on your card within this week. I apologize that we were unable to assist you on the phone.

Complaint: [redacted]I am rejecting this response because: My wife called the Returns Dept. just before lunch (EST) on 12/4/15 after receiving no response from the company regarding this complaint which was sent to them on 12/1/15 nor a response from the email sent on 11/30/15 to the supervisor who read it on 12/1/15 at 9:25 pm (EST) after the Revdex.com complaint was sent to the company.  The Returns Dept. is processing a full refund.  The return box left the Salt Lake City facility on 12/8/15 and is expected to be delivered early next week (I have a tracking number for the delivery).  This was the only communication received from the company until a response to the Revdex.com complaint was received on 12/4/15 after 5 pm (EST) which is also after the Returns Dept. started the return process.  Again, the lack of customer service especially at the supervisory level is completely unacceptable and I would spend additional time waiting to have the machine fixed since I would have to contact the service company to schedule a technician.  Since the Returns Dept. offered a full refund, I prefer to return the machine, get my money back, and cut all ties with the company. 
Sincerely,[redacted]

Dear [redacted],I do apologize that your machine arrived damaged. I can have someone from the returns dept call you. What is the best time and #? They will be able to resolve this for you. Also to let you know since an issue has been reported within the thirty days. The we stop the time until it...

is fixed. So please don't worry about the 30 days. Let me know if you have more questions?

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 long as I am reimbursed for the damages.  I appreciate your help in resolving this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The card on file is no longer a working card due to fraudulent activity.  The bank account attached to the original card has also been closed because my family has moved from Florida back to Kentucky.  You all should have the new address on file to send the check to.  However, as stated in my last rejection response, I refuse to accept any response from you all until the money is in hand and the check has been cashed.  After what I've already been through, I feel this is the only fair thing to do.
Sincerely,
[redacted]

Dear [redacted], I want to apologize that our machine was delivered properly and was not assembled. I see we have started a refund for you. I am sorry again for all this trouble.

Dear [redacted],I want to sincerely apologize for the lack of contact. I was out last week to follow up on the returns team. I promise you will get contacted today.

Dear [redacted],I want to apologize for lack of response from out customer service. Please send me a picture of the receipt. Send it to [redacted]@iconfitness.com. Once we receive it we can do refund and send a check to you.

Dear [redacted], I want to apologize for the lack of care from the agent. I would love to get your refunded for those months. Could you provide me you ifit account name? There I can look through it, and get the refund submitted.

Dear [redacted], I want to apologize for how long the machine took to get to you. I see it was delivered to you, can you let me know how the machine is? Also I see we did a 100$ credit for the issue's. Have you received this yet?

Dear [redacted], We are sorry for how long this taking, also how long to reply. Your refunds should be in your account no later then the end of next week. We have pushed them as hot. For the carpet, we have to send them to the delivery company. I have looked at the pictures and I am having a hard time seeing the damage. Can you send me a picture and circle the area, where the damage is?