Icon Health and Fitness

Dear [redacted], I am sorry that you still were not contacted. You can email me at Justin.l[redacted]@iconfitness.com. I will do whatever I can to get you helped out.

Dear [redacted], I want to apologize that we haven't been answering your calls. I have spoken to returns, and they will be calling you tomorrow.

I apologize for all these inconveniences with your machine. expect a call from out CS dept. We will do what we need to do, to get you machine up and running. I will have the agent contacting you talk to service dept., to get that service ASAP. For the inconvenience, I would love to give you a free floor matt or lube kit.

I have gone ahead and ordered replacement parts for the ones that arrived damaged. The tracking number for...

these is [redacted]. One of the parts are out of stock but should ship and be delivered within about a week via ups. As for replacing the parts, I have set up a tech visit for you. The reference number for this is [redacted], you will be contacted within 3-5 business days to schedule an appointment for a tech to come out and install the parts. I was able to add an additional $64 credit onto the $129 that is currently processing. Please allow 30 days to see this back to your method of purchase.

Dear [redacted],I apologize for the issues you have been having with your unit. I would love to find a resolution for you. I also apologize no one has contacted you. If you want I can call you. What's the best time and best #. If you would let me know what the hissue is right now.  I should be able...

to get this fixed. Of course if we come to conclusion that we cannot repair it we could look at replacement. Thanks for your patience.

Dear  [redacted], We have corrected the order and you will be receiving the large band. Sorry for the inconvenience.

Dear [redacted], I want to apologize that you have not been able to get a hold of our returns dept. I will speak to them to get the unit cancelled. Are you still wanting to get the unit? I have no problem honoring the price. Let me know my personal email is Justin.l[redacted]@iconfitness.com

Dear [redacted],I apologize that we haven't not been able to get in contact with you. I have asked a returns agent to call you. I was told the have left you a message. We will continue to reach out to you, to help on returning the product. If there is a better time or # please let me know.

Dear [redacted], I am sorry that your upset about the interest on the financing. When you bought your unit an email was sent to you. The only way to get financing was selecting I agree to the email. On the first page it tells you what you have been approved for. Since you clicked on the i...

agree button, you accepted the terms. You are also out of the 30 day return period. I am sorry, but you have agreed to all this terms, when you bought the unit.

Dear [redacted], I want to apologize that the tech has not called you. Expect a call within 48 business hours. Also if any more parts are needed please let me know. I will ship them the fastest we can. My email is Justin.l[redacted]@iconfitness.com Email me if you do not get contacted.

Dear [redacted],I apologize that we have not been helping you. I would to replace the part for you. If you could provide me the key # from the manual I will order it. If you do not have your manual, please go to https://www.iconservice.com/ to download it. Thank you

Dear [redacted], I apologize for all the issues you have with our customer service. I have ordered a new controller and wire harness for your machine. You should get them within 10 business days. I also setup a service tech for you. You should get a call from him next week. Please let me...

know if you need anything else.

Dear [redacted], I am sorry for all the troubles with your machine. We are refunding your  ifit, white glove, and the warranty. We do need you to send back the weights for us.. We sent you a email for a prepaid shipping. Once you ship if back, we can do a full refund of the machine....

Let me know once you ship it, and will get your refund in the system ASAP.

Dear [redacted], I want to start off by apologizing for the poor experience that you have had with our company. After reviewing your account I see that our tech company contacted you and scheduled an appointment for 4.28.18, is that correct? Please let us know how that visit goes, we will...

also watch for the tech to upload his notes regarding the visit.

Dear [redacted], I apologize you haven't received the refund yet. I have let the manager know to refund the 10% as "hot". It should clear from us in a couple of days, and should be in your account after your bank clears it. Let me know if you don't see it by Friday.

Complaint: [redacted]
I am rejecting this response because: 1. The responder did not identify himself. 2. He did not identify his company. 3. He did not provide his contact information 4. If he works for ICON Health and Fitness, Inc., Logan, UT, his response stating service would be provided free if the equipment is under warranty is not the stated "Limited Warranty" position found on the back cover of the NordicTrack Elite 12.7 "User's Manual." In the second paragraph of that warranty it states, "For in-home service, the customer will be responsible for a minimal trip charge. My phone call to ICON on March 22 revealed that this "minimal trip charge" is $150. 5. The responder states that he will send parts if I want them. I believe a competent technician would bring appropriate repair parts with him in anticipation of a parts failure being the cause of the problem.I expect a clear statement that a technician supplied with appropriate repair parts will be scheduled to visit after coordinating with me and that the visit will be absolutely free of any charges whatsoever.
Sincerely,
[redacted]

Dear [redacted], Since the tech did not contact you and you did wait for it. I have approved for a replacement unit for you. You will receive an email from CSPR. They will give you instructions on how to get the unit replaced. You should have it the email no later than Thursday. I am sorry that you have to go through all this. Please let me know if you don't receive the email.

Dear [redacted],I do apologize that this has happened. I do see we have started a return of the 99$. I will also talk to the delivery company to finish put the machine into the home. I do apologize for the damage from the machine. Since NVC was responsible to the damage. you would need to...

contact them. Please let me know if you have any questions? I will try to get someone out to finish this job ASAP.

Dear [redacted], I apologize for how long you bike has been down for. You should get a call today or tomorrow, will help. They should be able to get you a replacement console. Let me know how the call goes.

Complaint: [redacted]
I am rejecting this response because: Icon Fitness shipped me defective parts so the bike is not working with the console shipped.   I have again reached out to Icon Fitness to let them know that they sent defective parts.  My bike is still not working and it has been 2 months and counting.   
Sincerely,
[redacted]