Icon Health and Fitness

Dear [redacted], I want to apologize that we have failed to fix your unit. While going over your file, it states it was bought in 5/30/2015. If this wrong let me know. Unfortunately we are unable to do a refund since it wasn't purchased through us. I have no problem sending a technician...

to come fix it for you. I am sorry we didn't send one earlier. This should resolve the issue effectively. I new parts are need I will expedite all shipping. I do apologize again for the delays.

Dear [redacted],I apologize for the frustration you have had with your unit. I would like to send a tech out. This will not cost you anything. I will as send any parts needed for the unit to be fixed. I have question, has the same tech always came out? Or have there been others?

Dear [redacted],I have you received anything yet? I am having a Returns agent call you. I want to make sure we get you taken care of. Her name is Sandra. You should hear from her today or tomorrow. Sorry for the inconvenience on all this. I understand the frustration. I want to make this right for you.

Complaint: [redacted]I am rejecting this response because a repairman hasn't come out in a timely fashion.  The original guy couldn't come out in any acceptable time, only while I was working.  If I had known the part was on its way its possible I could have set an earlier appointment.  So I called and asked if someone could come out sooner.  I was told you could look into a reassign which ended up taking a day and another 2 days for someone to call me when I had specifically told them that I had last Friday off.  Someone called me at 8pm on Thursday night and of course couldn't get out until a week from Saturday.  Meanwhile the original tech was cancelled so I couldn't just use him when we had set an inconvenient but doable appointment Monday mid day.  So Icon has managed to push this to a 6 week repair of a very common part due to institutional delaying and poor business practices.  I personally believe I should be compensated for my warranty in full.  I've spent alot of money and time commuting on days off to my gym at work and its come at the sacrifice of spending time with my free time.  That was the original intent of having a working machine in my house.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:From:[redacted]<[redacted]@rocketmail.com>Date: Wed, Jan 10, 2018 at 11:04 AMSubject: Complaint # [redacted]To: [email protected] Whom It May ConcernRegarding C# [redacted] on 01/14/18 I accepted resolution offered to me of delivery of my original item (treadmill) with a $100 discount (to be refunded to me).I did request to be contacted as to delivery date and estimated time frame for delivery.As of yet I have had no further correspondence from Nordic Trac.At this point my credit card has billed me & I am incurring interest charges having still not received my product.It would be helpful if I could have specific contact information so that I can outreach to that person specificallyWhat is the next step?[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I...

am rejecting this response because:As of right now, the company is supposedly in the process of refunding most of, but not all of my money because of this debacle.  I'm not accepting the response given to me, because they didn't do their due diligence by fully looking into my account to see what's going on and based on the response, it worries me that a refund may not be being processed.  I have been told something different each time I deal with this company so there is no trust on my end that the matter will be resolved.  Until I have the refund in hand, I'm not going to be accepting any resolution on this matter.  I was told a refund takes 3-5 weeks, which is ridiculous as well.  If that's the case, I'll have dealt with this matter for well over 2 months.  Unacceptable to me.  I wanted a full refund, but was told that wouldn't happen because the treadmill did get delivered to me and setup.  Regardless, the treadmill was under warranty and stopped working within 8 months of use.  I should have been granted a FULL refund of all money.
Sincerely,
[redacted]

Dear [redacted], I apologize for the delay on your refund. I do see it has been approved for refund. You need to call this # 1-866-896-9777  They will be able to get this resolved for you.

Complaint: [redacted]
I am rejecting this response because:  I want a date range of when I can expect a technician to contact me.  I want a phone number of a manager or whomever is handling this complaint on ICON's side.  They need to keep me in the loop not the other way around.  This complaint will only be considered resolved by me once my treadmill is in working order.
Sincerely,
[redacted]

Dear [redacted], I apologize that we have failed to contact you. I have spoken to our shipping manager. It looks like MXD is the only company we have in your area. Since they are not willing to delivery the machine, we are doing a refund ASAP. You should see the amount any day. I apologize...

again that it has taken this long for the refund.

Dear [redacted], I apologize for the inconveniences with your machine. I have sent your info to our Product Resolution Dept. They will send you an email on how to get your machine replaced or refunded. Please let me know if you do not receive an email tomorrow. I do apologize again for...

the troubles you have been through.

Dear [redacted], I am really sorry for all this, I went and talked to the manager about them not calling. I see they are refunding assembly for you, and it will be assembled Sunday. Let me know if there is more I can do. I am will do what I can to help resolve this.

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],Please let me know if you have seen it. I have been assured from the returns manager that this should be in your account. Please let me know, thanks for your patience.

Hi,I apologize for the inconvenience you have received with your module. I apologize for not being able to get customer service to help. I have ordered a replacement module for you and a free floor matt. The order # is [redacted]. Please allow up to 10 business days. It will ship from Utah. Please...

let me know if you need anything the else thanks.

Dear [redacted], I want to apologize that we have failed to fix your machine in a timely manner. I have a couple questions, has a new tech gotten a hold of you? We were told two days ago he would. I would like to get a tech out there at least one more time to get this fixed. We do have...

policy's if the machine isn't fixed, we can look into a return or refund. We just have to try a couple times to fix before we go to replacements. Please let me know if you have been contacted, also thanks for your patience.

dear [redacted], I am sorry that your order has not arrived. If you want I can process a refund for you, or I can try to find the unit. Email me at Justin.l[redacted]@iconfitness.com and let me know thanks.

Dear [redacted], I will be extended it for how long your machine has been down. Once the machine is repaired, let me know. I will extend it in out system, then send proof of it. It looks like the only tech in the area is Mclain, I can see if a different tech within the company can come. Please email me in you have more questions Justin.l[redacted]@iconfitness.com .

Dear Mr. [redacted],Please continue to keep me upto date on your issue. Here are the tracking #'s [redacted]. They should be arriving at your location the week. Please let me know if you have any issues getting service setup. Thanks.

Dear [redacted],I apologize that you have had so many services and repairs. I am going to get your machine replaced for you. You should receive and email with instructions to get the unit replaced. Please let me know if you receive the email.

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]