Icon Health and Fitness

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 for your assistance.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would like someone to explain to me the reasons behind your ordering policies. If someone from your company can give me a good reason why you put in place these policies that make it difficult for the client to order parts from your parts department, then I will consider the matter closed. Why should I be required to register a piece of equipment if all I want to do is order a part? Why must every part order request be attached to a machine? No other company in your field requires this information when simply ordering a part. If I want to buy something from you, it shouldn't be relevant as to why I need it, or what I am doing with it; just sell me the product. This policy is convoluted and detrimental to the very reason why you have a customer service/parts department. I requested a phone call from your company and have yet to receive one. Also, if you are going to issue a response, perhaps you should at least take the time to make sure there aren't any typos in it. The fact that you so flippantly respond to customers implies that you couldn't care less about the people that give you money to continue to operate your business.
Sincerely,
[redacted]

Dear [redacted], I do apologize that your vue is not working. Could you please let me know where it was purchased from? If you could attach receipt for proof of purchase. With this we can see If we can replace it.

Dear [redacted], We are processing your refund right now, you should see it within 5 business days. It will be sent back to the card that was used. If you would like I can send a of screen shot proving it is being processed.

I apologize for the inconvenience with your issues. I am having are best agent from returns call you. I know they will take care of you. Please let me know if you need anything else thanks.

Dear [redacted],I am sorry for the issues you have had with the controller. I sent you a email so you have my email. Once I get the tracking # I will start a refund for you. I will also waive the restocking fee for the inconvenience.

Complaint: [redacted]
I am rejecting this response because:  I STILL have not heard from ICON as of today 12/17/15. 
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the confusion with your last service order. I have setup a technician to come out and fix your machine. I am also sending a motor. The order # is [redacted]. 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. They have sent the documentation indicating that I paid for an extended warranty on my treadmill. It's unfortunate that it took 6 months and the threat of public shame to make this happen, but it did all the same.Thank you for your help.
Sincerely,
[redacted]

Dear [redacted]. I am sorry for all the inconveniences we have put your through. We are doing a full refund you. We have submitted it on the 6th. You should see it within 15 business days. If you do not see it, please contact me at Justin.l[redacted]@iconfitness.com.

Dear [redacted], I apologize that you were never told the machine was out of stock. I have spoken with billings and the order has been canceled. You should have the money back into your account. If you need anything else please let me know.

Dear [redacted],I do apologize for the delay on the motor, I do see you received it on the 22nd. Have you been able to setup a service date for it? Please let me know if there is more I can do.

Dear [redacted], I apologize that you have not been able to get a hold of us. Please go to preform.com and register your machine, and will be able to get you helped out.

Dear [redacted], I am sorry for all the inconveniences we have put you through with your order. I see an agent called you today. We are going to send a new unit since the others were lost. Please let me know if you need anything else.

Dear [redacted], It looks like we sent it to the wrong email. I have given them the one listed on this site. Let me know if you see it tomorrow.

Dear [redacted] [redacted]. I apologize we are unable to replace your trampoline. I can get your a refund, please email your receipt to [redacted]. Once we receive it, we will send a check to you.

Dear [redacted], I have the tech stating he has spoken with you today. Is this correct? I apologize for all the back and forth.

We finally reached someone today who clearly...

forgot their job entails customer service. We opted to ask for a refund since no other offers were made. I was sent a release to trash this brand new treadmill. Clearly I am not worth enough as a customer to find a way to make things right and clearly your machine is not worth enough because you want me to figure out how to throw it away. I can be reached at ###-###-####
Sincerely,
[redacted]

Dear [redacted], I am sorry that your new machine is not working, also I am sorry our agent didn't sent the part quicker for you. I see the service order is request is in, and we have reached out to the tech to contact you asap. You should be contacted with 48 business hours, if you do not...

hear from him please let me know.

Dear [redacted],I want to apologize for all the delays in getting your machine. I do see you called in on the second and a refund was submitted. It looks like UPS and NVC, were damaging it or lost it. I do apologize for the time it has taken for me to get back to you.