Icon Health and Fitness

After reviewing your account, I want to apologize for the poor delivery experience that you have had with our company. A full refund was issued on 2/7/18 the reference number for this is [redacted], please allow 30 days for this to reflect back to your account.

Dear [redacted], I understand the weariness on closing your case. I want to give you the tracking # to your new machine. [redacted]. Please let me know when it gets there and if you need anything else.

Complaint: [redacted]
I am rejecting this response because:The number you provided in your response was already issued in January 24th. Not just yesterday. I was told on the phone that the refund was issued in the January 24th and it will take 4 weeks to reflect on my credit card. All my calls are recorded. Now you tell me that the refund was issued yesterday and it will be released tonight.. That That will give you the week needed to close this case and consider it solved.  When I deal with any respectable company the refund is reflected on my credit card instantly. This is $1600+ you are holding away from me and preventing me from dealing with a different company.Let's get cynical because your response on the phone was agitating. If the refund was carried on the back of a mule it will take less than 4 weeks to arrive to the bank. If you do this to 1000 customers that will give you the profit of 1.5 million dollars drawing interest just by stalling the refund of unsatisfied customers. I'm not making this up. Your reputation stink all over the internet.  Everyone I personally know who dealt with you have a horror story. That's why I'm very apprehensive about your solution that keeps pushing the refund sometime in the future. That is not my last stop. My next step is the federal trade commission.  May be the I will seek litigation. 
Sincerely,
[redacted]

Dear [redacted], I apologize that you haven't heard. They have let me know that your PR has been approved. Please contact this # ###-###-####, please let me know if you are able to contact them.

Dear [redacted], I was contacted by the tech yesterday, he states the service order is complete. Is this correct? Please let know if you need anything else.

Dear [redacted],I want to apologize for the inconvenience you have received. I am having our return dept. calling you. Please let me know if they did call you. Also if you have better contact #'s let me know. I will get...

you take care of as fast I can. I want to fix the experience you have received.

Dear [redacted], I do apologize for the inconvenience with your machine being down. What I can do for you is replace your machine. We usually go with parts and service, but understand your needs. I will approve replacement to be ordered for you. Please let me know if this is okay with...

you. I will order it when I get a response. If you want you can contact us to this email [redacted], Let use know 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.   I've attached the agreement I've made with them via e-mail.  Assuming they follow up on their agreement this complaint is resolved.  
Sincerely,
[redacted]

I am sorry from the inconvenience you have received. I looked into your file in our system and I see we have sent service. Have they been able to resolve the issue? If not let me know and will send a tech ASAP for you.

The girl which was stated that I was working with Lanisa, I spoke with her 1 time on the...

phone. After setting up my Ifit acct, I emailed her asking how I get access actually on the treadmill and I received an email back telling me to refer to the information from the web page. So no I don't think that calulates working with someone plus setting up an Ifit acct is not the issue. Who actually can handle with complaint is unknown? My complaint has not been addressed. One if the problems with this company is not addressing the issues.

Dear [redacted],I apologize that you had to go through some much work on a new machine. I am glad to see you have gotten a replacement ordered for you. It looks like it shipped on the 24th. If you have any questions or need help with anything please let me know. I

Dear [redacted],We have gone ahead and ordered the part that you requested free of charge to you, the tracking number for this is [redacted].

Complaint: [redacted]
I am rejecting this response because: I did not ask for a refund. Your company said they refused to ship me another machine. I do not have a problem with MDX shipping it here  but I do have a problem with Spirit Delivery doing the in home service as they dropped the original treadmill while being very unprofessional then accused me of making a comment about one of them being Spanish and that was a lie. One guy was on the phone while the other guy by himself was trying to move a 350 pd machine. I asked for both of them to carry it before he dropped it and he ignored me. They also wanted to block other cars in while they pulled the machine out of the truck and I told them they had to park in the visitors spot which was across from my apt so they were being nasty. After he dropped it I got really upset and they started putting it back in the truck and said they refused to take it in my house even though I told them to do so to see if it was damaged. It is your responsibility to get someone to bring to my home and not mine and telling me they are the only ones in the area is a lie as this is a large metropolitan area and why would you use a service that is one hour from my house. Work that out and I will reorder and I want to be given a discount for all the [redacted] that I have been through. It took the machine 3 weeks to get here, your reviews on the Revdex.com and Google are horrible and so is Spirit Delivery. Just because you are the only ones that have IFit you are banking it will get you afloat but look at Sears now. That will be you someday if you keep treating everyone so bad.
Sincerely,
[redacted]

Dear [redacted],I want to apologize for the shipping mistake made by our company. I have gone ahead and ordered you 4 new foam pads. The tracking number for these parts is [redacted], they will arrive within 3-5 business days. Best Regards,[redacted]

Dear [redacted], I apologize we have failed to ger your machine fixed. I have looked into your order, and I am getting it rushed. I am hoping you will get the part at the end of the week. I also have told the tech to contact you today or tomorrow. Please let me knonw when you get the part and...

hear from the tech. Thank.

Dear [redacted], I want to apologize for the issue's you have dealt with. While looking into your account I see the tech called and left you a voicemail. He wants to come Tuesday to fix your machine. If he fails to do so again. I will look into getting a replacement for you. Thank you for being...

patient with us.

Dear [redacted], I want to apologize that our delivery team failed to install you unit. I have been told they will contact you today or Monday. If are not contacted please let me know.

Dear [redacted], I am sorry that your machine came with damaged parts. I see the tech did go out an assemble the unit for you. Let me know how the machine is working for you.

Dear [redacted],I want to apologize for the inconvenience you have had with your unit. I also apologize for the part being out of stock to repair this unit. I see that part has been received by you. Has it been installed? if so is it working?. Unforantely I can not replace the unit now, since it...

is fixable. What I can do for you, is not your file. That if this breaks again we can go the route of replacement or refund. Please let me know if you need anything else.Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] to refund the full amount of $1887.84, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]