Icon Health and Fitness

Complaint: [redacted]
I am rejecting this response because: I have sent videos and pics as requested 
Sincerely,
[redacted]

Dear [redacted], I have gone ahead and registered your product and ordered the bolts that you have requested as well as some additional hardware . The tracking number is [redacted], please allow 3-5 business days for this to arrive.

Hello [redacted], I want to start off by apologizing for the poor delivery experience that you have had so far with our company. I have gotten in contact with the managers over the shipping company and let them know that we have a signed proof of delivery to there company. We do have to allow them...

72 hours to locate the machine on the doc and contact you to schedule a delivery. If you do not hear from them within that time frame, please contact me directly at kylee.f[redacted]@iconfitness.com.

Dear [redacted],I apologize that you have had so many issues with your bike. I have let informed our returns dept. of your situation. You should be getting a call from them today or tomorrow. They are very good at resolving issue's like this. Please let me know if you are not contacted. Thanks.

Dear [redacted], I am seeing they are scheduled to delivery the unit today. Were you able to get it ?

I apologize for the issues you have had with out machines. I talked to Audra and we looked into was it wasn't delivered yesterday. It seems it was a little behind scheduled. You should be contacted by the delivery company anytime. I apologize for the issue again. I can look into what we can do for...

compensation for the issue's and time spent on this.

I apologize for the issues you are having with your treadmill. I have setup service and incline motor. You should hear from the tech within this week. Please let me know if this fix's it or not. I will also follow your file as well. Thanks for your patience.

Complaint: [redacted]
I am rejecting this response because:
The initial order was placed on 11/27/2015 and after pursuing with so many people in ICON, courier companies, today after 27 days your are informing me that new treadmill has been reordered. As a damage for the time I spent on pursuing the issue and amount I am spending towards fitness center for me and my family, I demand $2000 as penalty on ICON Health.
Sincerely,
[redacted]

Dear [redacted],I apologize for the inconvenience you are receiving with your machine. I see a order has placed to get the unit fixed. What I would like to do is try to get it fixed this one time. If the technician is unable to resolve the issue. I will go with replacing the unit. Please let me know is...

if this will sufficient.

Complaint: [redacted]
I am rejecting this response because: I'm being offered less than a 15% refund.  I'm not sure how this is fair.
Sincerely,
[redacted]

Dear [redacted],You should receive a call within 20 minutes. Her name will be Sandra and she will be able to get you helped out. Sorry for the inconvenience.

Dear [redacted],I have spoken to the manager over returns. She said she will do the full refund. I was reading the notes and I think it said you card has changed from original purchase. Is this true?

Mr. [redacted],I want to apologize for the frustration this situation has caused you. I have gone in and cleared all of your billing information on your iFit account, so you won't be billed again. I have also issued a $100 credit back to your card, this will more than cover the amount that you...

were charged. The reference number for this is [redacted], please allow 10 business days for this to reflect back to your card.

Dear [redacted],I have submitted a credit return to your card. Please allow upto 2 weeks thanks.

Complaint: [redacted]
I am rejecting this response because: The technician finally called on 6/30 in the afternoon.  He said that he would be in our area on July 5th and that he would call on Sunday July 2nd with a 2 hour time window of when to expect him.  He did not call back on sunday, and we dont want to close this complaint until the treadmill has actually been fixed.  
Sincerely,
[redacted]

Dear [redacted], I apologize for the delays on getting your machine fixed. If the tech is unable to repair the unit, I have no problem looking in to a refund.

Dear [redacted], I sincerely apologize for all the delays on your machine. I am looking at the notes right now, and Billings is ordering a new machine for you. If you want I can get it canceled and do a refund, or I can keep the order. Please let me know, I will do what ever I can to make...

this easier for you.

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 apologize that the order process is different. The reason we want people to register before buying anything, is to lower returns. A lot of customers will order the wrong parts for the model and/or the version #. I understand that are normal CS queue has been longer, it is because it is our busy seasons. Usually most of time it dose not take long to call in. Also we have special # for techs ordering parts. It is 888-851-9413, please use this to order parts.

Complaint: [redacted]
I am rejecting this response because:
It’s now 02/21/2018. I ordered on 1/25/2018.  They have not called me to setup delivery. 
Sincerely,
[redacted]