Icon Health and Fitness

Complaint: [redacted]
I am rejecting this response because: I am ready for arbitration. I have made several attempts to correct this situation. [redacted]
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the issues with our delivery. A credit request has been put in for you. Also a return is also in the system. You should not be hearing from the delivery company.  You should see the refund, no later than 10 business days.

Complaint: [redacted]
I am rejecting this response because: It is Wednesday and I still don't have my refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:What I would like is a...

letter from ICON HEALTH AND FITNESS saying that the account from FORTIVA should not have been opened and was never authorized and that the transactions / order should also have never been applied to this credit line and has since been cancelled and refunded. This will be what I need to get the credit bureau and my report taken care of with Fortiva Credit. I am attaching proof that the account and order should not have been opened and correspondence with Icon Health and Fitness represenative Jake S[redacted] and Jan from Billing. Along with the letter of collections and statement from FORTIVA since Jake never cancelled the order and closed the account as he said. 
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the inconvenience you have had with your machine. I have approved a product resolution for you. This means you can ether get a replacement or a refund. You will receive and email with information on how to get this done. If you do not get the email in...

a few days let me know.

Complaint: [redacted]
I am rejecting this response because: I would like an answer to...

WHEN my EXERCISE MACHINE will be DELIVERED?  The discount for troubles does no good if I do not receive my order.  I was promised 2 weeks after my order on November 11 and it is now December 5th.
Sincerely,
[redacted]

Dear [redacted], I am sorry for the confusion. The money has been refunded back to the company, with no fees. For the credit report, you will need to speak to fortivia. They will be able to help you there.

Dear [redacted], I apologize that you have not seen your credit back.  I talked to our billings dept, they have stated it should be in your bank. It was placed back on the 12th. Please look and verify, and sorry for the delay.

Complaint: [redacted]
I am rejecting this response because:  Still no communication as offered! Not sure what to do at this point.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Continuing to wait and provide more patience is not a solution.  The appointment you referenced in your 11/6 response is from the 1st time the tech came out a couple of weeks ago.  He replaced one part, only to find there were more issues with the other equipment.  We just received those new parts (console, control board, power cord) last Thursday afternoon and I was finally able to reach a tech and he is returning this Friday.  If multiple replacements parts and two tech visits doesn't fix the existing problems, I don't see why I should wait for you all to "look at replacements."  Replacements will result in more waiting and more time I can't use something that I am already paying for.  If the tech can't fix these issues, then I believe it's time to part ways with the machines and your company.  If it comes to that, I expect your company to have someone come out, take apart the machines at your expense (I paid for them to be put together) and remove them from my home.  I am sick and tired of throwing money away, which is exactly what I have been doing since September.  I will respond again after the tech visit later this week.
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the poor experience that you have had with our company. A refund for the iFit has been submitted (reference number [redacted]), it was released from our company on 4/02/2018. Please allow 10 business days for this to reflect back onto your TD Bank...

account.

Dear [redacted], You should have your refund back into your account. please look and verify that it is in there. We finished our process on the 18th. Please let me know thanks.

Dear [redacted], Thanks for the receipt. I have sent it over to the manger in the returns dept. They will get the credit back to you soon.

Dear [redacted],I have talked to billings/returns. We did first a 5 % refund two weeks ago you should have seen. On top of this we did a 15% refund which you should see soon. This in result is a total of 20%.

Dear [redacted], I apologize that your machine is not working. We are going to send a tech out with parts he requested. I am also going to have him take better pictures of the frame. If the frame is found to be damaged, we can look in to replacement. Hopefully after this visit you will...

have a working machine, or a possible replacement.

We apologize for for your frustrations regarding this issue. We are very sorry that the parts ordered have been out of stock for this long. We are having a service technician from Fitness Repair contact you and to set up an appointment to come into your home to see if the repair can be done without...

the parts that are on order.  If it is deemed the repair cannot be made without the parts on order we will go ahead and forward your information to our Product Resolution department to have them contact you with to discuss you option of a replacement. Once again we are very sorry. Thank you.

Hello [redacted], We are aware that you would like to receive a refund for your extended warranty, however, it is a legal contract that our Extended Warranty department has to have a written confirmation emailed to them in order to cancel and refund it. Once they have written confirmation that you want it canceled, they can refund it for you. After reviewing your account, unfortunately, it does look like the main reason for the delay in fixing your machine was due to out of stock parts. Our customer service department was working on locating a part and getting it shipped out to you. This of coarse was not ideal due to it taking almost a month to get you a part for your new machine, however, we did not have any other options or any way to get the part to you any quicker. This is a mistake on our end due to us not having the part in stock. We are sorry for the frustration that this situation has caused you.

Complaint: [redacted]
I am rejecting this response because:Until I am reimbursed for the remaining amount of $385 which is the correct remaining balance paid with gift cards since I had my bank return the $549 back to my account since Nordictrack would not and I never received the merchandise from them and I was out of the money.To date I had left a message for a supervisor on 3/24/16 to call me about refunding accordingly and  I did not receive a call from anyoneI will accept a Check or reimburse my visa bank card that I am requesting. I have not heard from anyone from Nordictrack as of yet and until I get the remaining money $385 owed back to me this matter is not closed until then. 
Sincerely,
[redacted]

I spoke with Melody over in our product replacement department and she accidentally typed the wrong amount. The price that you paid for the machine was $2.299, you will receive that amount.. The only thing that is non-refundable is the $144 1 year iFit membership because it has been a full year that you have used it.

Hi [redacted],I apologize for the inconveniences you have received with our unit. Since you have purchased the new unit from sears. We would not be able to do any type of refund. What we could do is a free floor matt. For the inconvenience's. I apologize more could not be done. Thanks.