Icon Health and Fitness

Dear [redacted], I apologize your machine still is not working. I have sent your info to be approved for replacement. You will receive and email today or tomorrow. Within this email are instructions on getting it replaced. Please let me know If you need anything else.

Ironically the parts that have been out of stock for so long have shipped. Techs home office called customer knowsparts are delivering on 6/8/15 and they have the techs and the offices numberto call when parts arrive Once again we apologize for the length of time it has taken for the parts and service.  Thank you.

Dear [redacted], I apologize that you have not received the return labels. I was informed we resent them on the 30th of march. Please let me know if your received them. I want to get the resolved for you as fast as I can. I understand your frustration with all this.

Complaint: [redacted]
I am rejecting this response...

because: I appreciate the response but, no, we still have not received the new machine. They said assembly would cost extra, so,no it has not been included. We do not have an eta on shipping. It's now two months, no use of a machine and it's paid for.
Sincerely,
[redacted]

Dear [redacted], I am sorry the cushioning was not what you wanted. Unfortanley the terms "Great Cushioning" is very subjective. It does have a cushioning system, and to most people it is great. Since you did not buy this from us, we cannot refund any money. I am sorry that you the machine wasn't up to your wants. If you want a refund you have to speak to the company the took your money.  I have offered what I can do in the earlier texts. Besides what I said before, there is nothing else I can do.

Dear [redacted], Please send the emails your sent to [redacted]. Once we get them we can get your service our there and the parts, at no cost you.

Dear  [redacted], Please call this number tomorrow 877-839-1436, I believe they close at 4 mst. You will be bale to order a replacement machine through them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is fine. This customer experience is not adapting to a failed delivery service. I appreciate some of these discounts, but it's really a small nod to the amount of time used to explain the scenario and get it resolved. Please update your response time through emails, and have more than a cookie cutter offer for delayed and broken equipment.
Sincerely,
[redacted]

Dear [redacted], I apologize for inconvenience we caused. A refund has been setup and is in process. You should receive the refund within 10 business days. It shouldn't be a full 10 days, it just can take up to that long. I have put a rush refund on it. Please let me know if you need...

anything else.

Customer stated she would respond again, she never did. Machine was fixed dec 9th 2015

Dear [redacted], The machine has shipped on the 5th. I do not know why you were told it has not. It also shows you talked to a billing dept. on 12/11/15. They stat they let you know it shipped. They also have contacted NVC to contact you as soon as they can.

Dear [redacted], I want to apologize for this terrible shipping experience. We will do a full refund for you, you will see it within 15 business days. 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,
[redacted]

Dear [redacted], I am sorry that your machine had a issue with one of its parts. I have looked over the notes with your conversations with us. I have ordered a new pulley and belts. They should be there within 10 business days. Order # is [redacted], please let me know if you need...

anything else.

Complaint: [redacted]
I am rejecting this response because: The tech installed a "similar" screw, but not the correct OEM screw. By installing a similar screw, the unit worked for a period of time but the began to fail again. Hence, the bottom line is that this was a faulty repair. The tech should have ordered a replacement OEM replacement screw which matches the model and serial number, which would have involved minimal expense, and then come back to install the proper screw. The 30 day response period expired because the ICON customer service number was changed without notification to the customers registered in the Pro Form database. It is fraudulent to blame the customers for this type of negligence on the part of ICON customer service. The tech needs to come back and install the correct OEM replacement screw to resolve this situation at no expense to the customer.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
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. I did get tired of waiting and not being able to use the machine as intended, so my husband and I took it apart and have already returned it to Walmart. I am still waiting for a refund from iFit for the month that I paid for. I have never received a response from them after multiple inquiries. I would also appreciate a refund for the power adapter that I purchased from the ProForm company, before I realized that the product had misleading advertising. I have absolutely no use for it since I got no use out of the machine, and no longer have it.As of today (Saturday 2/20/16) there still is no app available for these machines!!
Sincerely,
[redacted]

Dear [redacted],I can have the Returns Dept contact you. please provide me your best # and contact time. I wan to thank you for your patience, and apologize for out lack of service.

Complaint: [redacted]
I am rejecting this response because:I checked both yesterday 11/2 and today 11/3 and I still only have a $249.00 credit.The machine was $1700.00.I just called and waited on hold from 12:25 until 12:35 with no answer and hung up.Honestly, this has become the most unbelievable customer service experience I have ever encountered.  You have the brand, new non-functioning machine back.I was told you would process the refund as soon as you had the machine.I would like a refund in full as ICON Health and Fitness promised.
Sincerely,
[redacted]

Dear [redacted]I am sorry for the trouble to get your ifit and warranty refunded. A credit request has been put in for you. The credit reference # is [redacted], please allow up to ten business days.