Icon Health and Fitness

Dear [redacted], I apologize that you have had so many issues with your machine. What is happening now with your unit? We can get it fixed for you. I also can see if we can get you some time on your account. I would like to make sure we get your machine working before we put more...

time. Please let me know what is needed to be fixed your machine.

Revdex.com:Thank you for your service. I have received my refund and would like this complaint closed. I would like to mention...

iFit’s response was improperly worded and nonsensical. There was a statement that my money should be refunded and corrected in my account. But said ...” your money should not be found in your account.” You would think that if a business has intent to do good business they should at least be careful enough check what they wrote makes any sense in reply to a letter from the 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]

Complaint: [redacted]
I am rejecting this response because:Technician came last week and replaced the controller. Today, I was walking on the treadmill at 3mph. The belt stopped completely. I pressed stop and start again and the display read 3.0mph and the mileage continued to increase but the belt was not moving. Video proof: [redacted]This issue has now gone beyond what anyone could consider reasonable. This treadmill needs to be replaced or I need a refund.
Sincerely,
[redacted]

Dear [redacted], I do apologize for how long your machine has not been working. I can do a refund for the product. Please email your receipt to [redacted]. Once we get the receipt we will process a refund check. Sorry again for the issue's you have had.

Complaint: [redacted]
I am rejecting this response because:The replacement console that was received on 3/15/16 delivered by UPS was damaged.  The huge box that contained the console was only being held together by 1 plastic strip.  There were no staples, tape or other means to keep the box together.  When I opened up the box to install the replacement console I noticed that the handle at the base of the console was broken where it goes out to meet the side bars of the treadmill.  This is totally unacceptable.  I demand that a new replacement console be sent to me immediately within 1 week at the company's expense including shipping.
Sincerely,
[redacted]

Better...

Business Bureau:
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 do not see an email. My email is [redacted]. I need this elliptical this week. Please email me or give me a call ###-###-####
Sincerely,
[redacted]

Dear [redacted],I apologize for the inconvenience of this order, we have dropped the ball. I have placed a new order [redacted]. You should see this within 10 days. For the inconvenience I refunded your ifit. So we will give you a year free. Once you get your machine email me at...

[redacted]@iconfitness.com. I will reset your ifit for you.

Dear [redacted],I apologize that your console was not working. I am sending you a new console. The order # is [redacted].

Dear [redacted],Let me know when your machine arrives and everything is okay. I just want to make this smooth for you.

Dearr [redacted], I want to apologize for all the issue's you have gone through. I know we have been working with you on this issue. Please let me know how the service goes. Also if you need anything else let me know thanks.

Complaint:...

[redacted]
I am rejecting this response because:
Honestly this is ridiculous. I finally did take delivery on 1/6/17 after 4 different deliveries scheduled by XPO Last Mile including 1 where no one showed up or even called and 3 where they had someone else's order (like a treadmill instead of the freestrider!) AND WHERE IS THE FREE MAT THAT I WAS SUPPOSED GET AS PART OF MY ORDER?? XPO said you ship that separately - but I never received.I also have not received any credit on my credit card as of tonight (just checked again) and someone from your company promised my husband on one of our dozens of calls a $250 visa gift card which also has not shown up.I have no contact person at your company and when I call now no one will speak with me - they say all Revdex.com complaints need to be addressed by "Justin". Can I please have a name and direct dial phone number and email? And can you please then actually call me live and explain 1) when my mat will arrive (offer I purchased from was free mat and free shipping) and when exactly you'll process credit and send gift card?I just want this to be over. Oh and by way, your company also tried to tell me (and I have the email) that you offer better pricing for ifit at time of purchase but I can get a better price on ifit's website - just goes to show what kind of company you are. Just get me what I want and we'll move on. Other wise I'm going to post a long tirade on FB and ask all my friends to share and for them to have their friends share. And then I'll get an attorney involved. No one should have to go through this when ordering a $2000 product!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.  The funds were refunded to my account this morning.  It is a shame that I had to resort to contacting Revdex.com for a resolution, but I'm glad Icon Fitness finally set things right. 
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.
Sincerely,
Rachel [redacted]

I do apologize for the inconvenience. Since you purchased the unit from sears. We are not able to do any type of refund. The issue is your money transaction was through them. They are a authorized reseller. They still are the ones selling the product. The store has a contact they can reach to. Her name is Nova.

Dear [redacted], I am sorry for the issue's you are having. I have spoken to the manager over UTS. This is his reply "In regard to the customer dispute for [redacted], we will respond to the facts of the customer dispute.  The customer purchased a UTS Service Plan which...

includes annual maintenance checks once per yer at the customers request.  The purchase price of the service plan was $184.99, the plan was purchased from Sears on 10/24/2013.  The customer received a completed service on 10/8/2014 for year 1.  Customer then requested maintenance service on 10/20/2015, service was not completed unfortunately and the technician assigned to the customer no longer worked for the technician company and the service was missed.  UTS offered to complete the service to fulfill the agreement and honor the third year service as well providing the customer with the full coverage offered by the agreement.  The customer refused and requested refund of the agreement.  Per the terms of the agreement by cancelling the agreement dating back to when service was requested there is no refund amount due, by offering to waive the cancellation fee the refund amount is still a negative balance.  Purchase price of $184.99 less the cost of service for the first year maintenance service $75.00, less the cost of days expired leading to 10/20/2015 ($0.17 per day for 726 days equals $123.42), less the cost of parts (motor belt/ walk belt lubricant/ shipping cost total $15.90), total amount of fees $214.32.  When we deduct the cancellation fee of $18.50 from $214.32 the refund amount is -$10.83.  The customer is due back $0.00 as a result of cancelling his UTS Service Plan and UTS offered to honor and uphold the 3 eligible services under the agreement.  Since the customer proceeded with the cancellation of the agreement there  is no longer an active service agreement with UTS.  For further information as needed please reply." Please let me know if there is anything else you need.

Dear [redacted], I apologize it has taken this long to refund your money. I have been told Fortivia, the money is back on the account. Please check and send me a screen shot if it isn't.

Dear [redacted],I want to apologize that you have had to go through all this. I want to get this fixed asap for you. The order had shipped the tracking # is below. I will also make sure service contacts you this week. Please let me know if this dose not happen. I really do apologize for all this, I want...

to make this right for you. [redacted]

Dear [redacted], I apologize we have failed to get your machine fixed for you. I do see we have a tech setup to finish the repair. IT says you have been contacted and the parts are at your house. I understand the frustration, I would like to see how this repair goes. If the tech fails to...

repair the unit, I have no problem looking for alternate solutions.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me pending completion of the agreed to on-site repair by a technician and correction of my warranty dates.Please find attached both my Order confirmation from 1/2/2017 AND Product Registration email confirmation noting the Warranty dates should be:Purchase Date: Jan 02, 2017 Labor End Date: Apr 02, 2019 Parts End Date: Apr 01, 2022                                     For the on-site repair, apparently a fan part was ordered on Dec. 7, 2017 however no parts have been delivered. It is not clear that the issue is the fan part or electrical so kindly advise the technician about this before arrival.
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.
Sincerely,
[redacted]