Icon Health and Fitness

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.
Anna M[redacted] left me a voice mail on 03/02/017 stating that the company will honor the $129 price that was quoted to me in regards to assembling the product.I spoke with Anna today, 03/04/2017. The company requires you to pay for the service first; then an appointment with a technician is booked.I will call Anna back on Saturday March 11th to pay the technician to come out and assemble the product. Thank you for your help in getting this mater resolved
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: although the appointment went well, the kickstand for storing the treadmill was deemed defective by the technician and the knob to hold the wire in place in its housing was not sent with the new wire/part.  I have not heard from you regarding this and the technician said he would fill out the notes about this issue.  I would like a free extended warranty which includes parts, labor and maintenance for the treadmill.  Anything less will be unacceptable. Thank you.
Sincerely,
[redacted]

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.
Icon Fitness/ Nordictrack finally applied the credit back onto my credit card. It's a shame it had to come to this. This company needs to do some serious soul searching regarding the shoddy product they sell, and their excessively poor customer care.   
Sincerely,
[redacted]

Dear Mr [redacted],I have tracked the package and the unit should be there the 22nd of this month. I am going to send you a screen shot of it to your personal email.  Sorry for the delay and I hope you enjoy the new unit.

Dear [redacted], I want to apologize for all the issues you have with your machine. I have approved for a Product Resolution. This will provide you with the ability with a refund or replacement. You will receive and email with information how to do this. You should see the email no longer...

than a couple of days. Please let me know if you don't.

Dear [redacted], I apologize for the time it has taken to get your machine fixed. I see the tech is coming today to fix the unit. Please let me know how this repair goes. If it gets fixed I can then restart your warranty and iifit. Please let me know If you need anything else as well.

The part has shipped on the 31st. It is shipped from Utah. Since you are located in NV, you should have it this week. Unforantely the agent sent it without tracking. My name is Justin L[redacted]. I have a direct email [redacted]@iconfitness.com. Like said I am following this. Let me know if you do not receive it this week.

Dear [redacted], I am sorry the agents have not setup service for you. I have requested a tech to fix your machine. Please allow up to 5 business days for contact. Also for the warranty, what was the purchase date exactly. I can make sure it is the right one on the file.

Dear [redacted],I do apologize for the inconveniences we have put you through. I am sending you account to our product resolution department. They will send you an email on how to get the unit replaced or refunded. If you do not see it by Friday let me know.

Customer Received a Refund in 4.29.16 With no Fees

Hello,I received the following message and a couple of questions as I am very concerned about placing another order since this will be my third order.I apologize for the time it has taken to get your machine shipped to you. I looked in to it further and the shipping company says it was damaged during shipping. So I can do two things for you. I can do a refund or I can reorder a machine for you. For the inconvenience I can upgrade your unit to the 2450 commercial.1.   
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear [redacted],Unfortunately, we are unable to provide you with a console that we no longer produce.  Web browsing is a feature that we are currently working on getting added to our new consoles, but we do not have an eta for when that will be completed at this time. Because we are unable to fulfill your request to replace the machine with one that has web browsing capability, I have gone ahead and started the refund process on your current machine. That way you have the option to find a new machine that does have the web browsing capability available. You will be contacted via email by our product replacement department within 72 business hours with the next steps in getting a full refund.

Dear [redacted],I do apologize for the delay in your product. I have tracked your shipment and it says it out for delivery.  If you go to [redacted], and use this # [redacted]. Please let me know if you receive it today or not.

Dear [redacted], I apologize no one has replied back you. I can get you helped. What is your machines model#, it should be located on the front of the manual. I also need the serial #, it will be located on the bottom of the bike. Also please let me know what part is broken. I can order a...

replacement for you.

Dear [redacted], I want to apologize for how long the part is taking, I have been informed the part will ship by next Friday. I increased the shipping for the part as well. If you do not get an email of it shipping let me know.

Dear [redacted],I apologize for the late response. I am sorry I was not able to over night the part. It looks like it shipped on Thursday. If you come across anything else you need ordered, let me know I will expedite them for you. Sorry again for inconvenience.

Complaint: [redacted]
I am rejecting this response because:I finally received the parts and was contacted by the service tech company last week Friday.  They are unable to come out to do the repairs until Friday March 25, 2016.  I don't even know what to tell you.  By the time the repair is done, and if that even resolves the issues, our machine will have been out of service now for 8 LONG weeks!!!  I am BEYOND FED UP.  Like I said before this is our MAIN source of exercise.  You are messing with our health.  I looked forward to using this machine through out my pregnancy but instead 8 LONG weeks it has been out of use.  You guys just do NOT get it.  Well maybe you do and that it is you obviously just do NOT care about your customers.  I will be contacting Costco.com today to see what our options are for getting this piece of junk returned as well as speaking with their higher ups regarding the very poor and pathetic service and responses I have received from your company.  
Sincerely,
[redacted]

Dear [redacted], I want to apologize for all the trouble we have caused you. I have been promised the fees will be waived. Billings also said they sent you an email to confirm this. You should get your refund any day now.

Customer was sent parts and service, Machine was stated from tech to run at sepcs.

Dear [redacted],  I apologize that we failed to get the watch to you for Christmas. I see you talked to Kerri today. She has ordered a replacement one for you. I also see she did a 10% credit to you. I do apologize that it was lost during shipping.