Icon Health and Fitness

Dear [redacted],I am so sorry this keeps happening. I am going to get your info over to our PR dept. They will contact you on the next setups. This will ether be a refund or replacement. Since that is their decision I can not promise one or the other. Please let me know if you do no see an email from them. Thanks for you patience.

Dear [redacted], I am sorry we were unable to help you when you called. I have let the manager over UTS know about this issue. He has told me he will contact you today. 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.
Sincerely,
Donna-kay [redacted]

Dear [redacted], I want to apologize for the poor experience that you have had with our company. Unfortunately, per our return policy that you agreed upon while purchasing this item, you were not eligible for a return at the time that you contacted our billing department.In order...

to return a machine, you would have needed to contact  1-866-896-9777, within 30 days of receiving the product. Per the return policy, this is the only number/department that could assist you with a return. Because you did not speak with them within that tie frame, we are unable to return your machine. RETURN POLICYWe give a 30-day trial period on all products. If you are not satisfied for any reason please call 1-866-896-9777 to set up a return. If you were not charged for shipping on your initial delivery you will only be charged for the return shipping. A 10% restocking fee is also charged on all returned or canceled merchandise (unless the merchandise is defective). Returns must be arranged within 30 days of receiving the product. You must receive a Return Authorization number from us in order to return the product.The following information is required to obtain a Return Authorization:A. Model numberB. Serial numberC. Accurate reason for the products being returnedProducts being returned must be disassembled and packaged in the original box or comparable package. If you do not have a box, we can provide one for you.Icon is not responsible for the disassembly of the product. Once the product is packaged, take it to your curb and we will send a freight carrier to pick up your machine. Upon receipt at our warehouse we will refund the purchase price (price of machine plus tax) less the restocking and return freight fees. All products must be returned in good condition and with all paperwork, parts and accessories or an additional 10% charge may be added.You can expect a refund in the same form of payment originally used for the purchase within 30 days of our receiving your returned product. Once a Return Authorization number is issued, the product must be returned within 30 days of the issuing date or the Return Authorization number will become invalid. If we are doing an exchange of your product, the unit being returned must be received back to Icon within 30 days from the delivery date of the new machine or you agree to pay Icon the full retail cost of the machine.What if I want to cancel my order after it has shipped?We will refund the purchase price (price of the machine and tax) less to and from shipping charges. If you were not charged for shipping on your initial delivery you will only be charged for the return shipping fee. If your product(s) has shipped (even if you have not received your machine or if you cancel the order after it has processed, but prior to it being delivered) return shipping and restocking fees will applyDo you deliver on weekends?Deliveries are not made after 6:00 pm or on the weekends. If you have any questions about this, please call 1-866-896-9777.

Dear [redacted], I am sorry that we are not providing the service you paid for. Can you provide me the order #, or the contact information you ordered with. I cannot find any orders under the information provided.

Dear [redacted], I am sorry for how long you repair is taking. I have found a console to send you. It should ship by Monday, and you should have it within a 7 day period. I am sorry it has taken this long, and all you had to do to get it.

Dear [redacted],I apologize that you have had to go through so much to get your machine working. I do see the PR has been approved. This is their direct # ###-###-####, the wait should be minimal. Let me know if you need anything else. If want I can have them call you. Just please provide the...

best # and time.

Dear [redacted],I apologize that you have had so many issues with your unit. I looked over your file and see a PR is process. I glad we are getting you taken care of. Let me know if something dose happen.

Dear [redacted], I have spoken to the tech company, they have told me they set an appointment next week. Please let me know how the repair goes. I do apologize for the delay on the repair.

Dear [redacted], I am sorry for the confusion on the service. I see there is service setup for you. It was reassigned today to the company is Out of the Box. What number are you calling, when you try to get maintenance service?  Who did you speak to that caused trouble to get the...

service. I will get you helped out the best I can.

Dear [redacted],I do apologize for the issue's your machine has been having. I sent your info to out Product Replacement dept. You should receive an email today or tomorrow with instructions. If you have questions or do not receive the email please let me know thanks.

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.
Please advise how I should proceed if I am NOT contacted by a technician this week (wk of 03-28-16), per the emailed response of the business?
Sincerely,
[redacted]PH: ###-###-####email: [redacted]@gmail.com

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 provided we get the email with a replacement device for no additional cost from us within this week. Appreciate your help.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Better...

Business Bureau:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

Dear Mr. [redacted],I apologize for all the delays in getting your machine fixed. I understand your frustration with this machine. Especially since it was a Christmas gift. I am going to have a returns agent call you to get this resolved for you. You should receive the call today or tomorrow. Thanks .

Dear [redacted],I apologize that your unit has not been working for you. I have check with the parts order. It looks like the rest of the parts have shipped and should be there shortly. I am sorry that it has been so long for your machine to work. I will send let the tech company know that your parts...

are on there was as well. Let me know how this repair goes. I know I can find a resolution for you. Thanks

We apologize for frustration with this issue. One of our in home techs from All Fitness Company will be calling to set up an appointment to repair your machine. Our customer care phone number is [redacted]. Our hours are 6 am to 6 pm ( Mt Standard)  Monday - Friday.  Thank you.

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]

Better Business...

Bureau:
I waited to respond until I had received the belt.  We have now received the belt and have had the technician install it.   The machine is now running as of May 24, 2016.  That is the date I would like to have my warranty reset to.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], I want to apologize for the poor experience that you have had with your machine and our customer service department. I have gone ahead and let our product replacement department know that we will be issuing back a full refund on your machine. Please allow them up to 5 business...

days to contact you via email in regards to the next step in the refund process.