Icon Health and Fitness

Hello Mrs. [redacted], I just spoke with our product replacement department and they stated that they sent you an email on March 8th in regards to your replacement but have not heard back.They have gone ahead and sent the email to you again, once we get a response they will be able to move forward with the replacement process.

Dear [redacted],I want to apologize for the poor experience that you have had with your machine and our company. After reviewing your account I see that the technician was out to your home on 5/8/18, and was able to get your machine fixed. Please let us know if you have any further questions...

or concerns.

Dear [redacted], I am sorry the machine is taking so long. Also I am sorry the machine was lost, it does happen...

sometimes. You said you want ether a ASAP delivery or a refund. Since a ASAP delivery is not possible, the refund is the only resolution we can do. So please let me know do you want the delivery and wait a little longer, or do you want the refund.

Complaint: [redacted]
I am rejecting this response because: I still have NOT received the machine. I paid for the product and I do NOT have the goods!!!!
Sincerely,
[redacted]

Dear [redacted]  I have spoken to the UTS manager he said this "I have added this customers agreement to the next mailing list that should mail out by Friday and the customer should have a hard copy of the agreement within 2-3 weeks.  The address on file is the same that the customer...

shared, please notify the customer that the agreement is coming from UTS (Universal Technical Services).  Some people toss out the agreement believing it is junk mail, it is not" Let me know if you need anything else.

Dear [redacted], I want to apologize that we failed to get you your machine. I see we are doing a refund for everything. I am sorry we were unable to get you your machine.

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],I have looked into why you are still being billed. So the credit went back to PAYPAL on the 18th from us. I was told it can take up to 10 business days to be done by PAYPAL. So it should be done by the end of this week.

Dear [redacted], I want to apologize for the time your machine has been broken. I have sent your info to out product resolution department. You will receive and email today or tomorrow. The email will contain instructions on getting it replaced. Please let me know if you need anything else.

Dear [redacted], Please send me your username for you ifit account. I need to verify it before we can do a return.

Complaint: [redacted]
I am rejecting this response because:
I checked my email inbox again as well as my spam and trash.  I have no confirmation email.It should be sent to the same email address that you have been communicating with me onin regards to my complaint and my order. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We were contacted by icon fitness and they are refusing to cover the cost of professional setup and stating we need to pay this yet again, when we paid it with the first machine that wasn't ever set up properly anyway. We wanted our iFit subscription refunded and they stated they would do this as an "exception". The woman I spoke with, Anna, told me "it isn't going to happen" multiple times when I stated we will not pay again for setup and that is something the company needs to do to to make this right. 
Sincerely,
[redacted]

Dear [redacted], I apologize you have not been helped, I can get you helped right away. Please provide me the information for registration, such as contact, model, serial, and purchase info. Please also give me a brief description on what is wrong with the machine. If the machines issue is bad...

enough, and you want me to call, let me know. Thanks you.

Dear [redacted],I have add time to your warranty. There should be 5 months added.

Complaint: [redacted]
I am rejecting this response because:  Yes, I have been contacted by the service person. I was told in a voicemail to contact him once the part arrives. The part has not arrived as on this response. 12/23/15. Just so you know, I will continue to reject the responses from ICON until I feel the treadmill is completely fixed.  Otherwise accepting your responses closes the complaint and I'm not havingthe complaint closed until I feel the treadmill is in good working order. Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The machine has not been fixed, the wheel makes a grinding sound when it 's in use. It makes it very difficult to work out. Sears will not issue a refund since it is more than 30 days of purchase. Your customer service referred us to a local company to fix, bit the technician said it could not be fixed. The machine is still on the one ear warranty.  You can call me at ###-###-####.
Sincerely,
[redacted]

Dear [redacted], I am sorry your machine has been down for so long. I see that we have a service tech setup for you. Has he gone out? If he did, was it fixed? We haven't received notes from him. If he hasn't gone out let me know. I will look and see if we can move forward for...

replacement.

Dear [redacted], I am so sorry for this, I have sent your info over to the manager over returns. This should speed up the process on this. If you would like I can have her call you. Please provide the best # and time to contact you.

Dear [redacted], I am sorry that the machine has not been picked up. I spoke to the returns manager, and she sent a request to get it picked up ASAP. Expect a call sometime next week.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and...

find that this resolution is somewhat satisfactory to me; however, I would like to request they provide a 3 year extended warranty for this machine for the inconvenience they've made us go through, and for providing a poorly built machine.
When will they be sending a tech out to repair this machine for the 3rd time?
Sincerely,
[redacted]