Icon Health and Fitness

Dear [redacted],I have spoken to our returns dept. They have given a full refund on the machine and ifit. The only item that was not refunded was assembly. I will get assembly added to the refund for you.

Dear [redacted], I am so sorry that our delivery company wasn't prepared for your installation. I have sent this info over to our shipping manager. I am putting in a request for a refund for the white glove assembly. You should see it within 10 business days. Let me know how the repair goes.

Dear [redacted],Your refund cleared through our company and was sent over to your bank on 2/13/18, which was within the 30 days that you were originally quoted. If you are unable to see your refund, you will need to contact your bank directly.As for the delivery, I am unsure where you are getting the information about delivery taking up to 3 weeks. Once you purchase a product online from ProForm.com, this is the confirmation email that you receive. The tracking information then takes you to tracking.getconvey.com and will display the following information regarding shipping time frame. You were contacted for delivery within the time frame that was stated in the photo above. From there it all depends on when the delivery company can deliver the product to you. We do not provide a time frame for this due to the fact that it depends on the delivery companies availability. There are times that we do not meet the time frame that we advertise due to multiple things that could go wrong during the shipping process. (Weather delays, lost or damaged equipment, etc.)When a machine is not delivered within the promised time frame, the customer can return the machine if they wish under our 30-day money back guarantee.

Dear [redacted], I apologize for the wait on the console. I can setup service. I just need to know exactly what is going on. I have to give the tech notes on this. I do have notes on file, that state the console screen had lines and button stopped working. If this is true it would need to...

be replaced. So please let me know, because I would to get you helped.

Dear [redacted],I apologize that we have failed to deliver your unit on time. I have talked to a shipping company. They stated they can deliver it as soon as the 9th. You should have a call from them any day. I can request for another 100 credit for the troubles. Sorry for the inconvenience.

Complaint: [redacted]
I am rejecting this response because: I have been contacted by ICON and they...

informed me I will receive a box in 7-10 business days and after I box up and send the unit back they will credit my payment. If this IS done, I will withdraw the complaint, but unless and until I receive my full payment credited, I would like this complaint to remain active. I am cautiously optimistic that I will receive my purchase price returned, but it did take a BB complaint for anyone at ICON to contact me.  Thank you
Sincerely,
[redacted]

Dear [redacted], I want to apologize that your machine has not worked since you have received it. I am doing a product resolution for you, which means you can get a replacement or a different unit of same value. You will receive an email this week with the steps. If you do not get the...

email please let me know.

Dear [redacted] ,I apologize for the delay in getting a response. Has you machine been delivered and assembled. I see you spoke to someone about this. Please let me know what the status is on this. If it hasn't I will make this #1 priority and get this resolved.

Dear [redacted], I am sorry I miss read your situation. I see your refund cleared us on the 4th. Please allow few more business days for it to clear your bank now.

Dear [redacted], I am sorry that this has taken so long, to get your machine fixed. I see we have setup service for you, and they are not able to get a hold of you. If you can provide me with the best # form them to contact you. Also I have no problem extending your warranty for the 6 months...

its been down.

Dear [redacted], I apologize that you were not informed of the return fees when you talked to us. On our website the return policy can be found in terms of use. When you purchase the product you agree to this policy. I apologize that you didn't know about it, but it is our policy....

(https://www.ifit.com/returnpolicy) is the link to the return policy.

I apologize for this inconvenience. Please let me know the parts you need. I will send them out to you ASAP. Thanks

Complaint: [redacted]
I am rejecting this response because: I did it online.  Once the approved message was displayed and it automatically closed and returned to the vendor's website.  There was not follow up email or us mail communication.  The first communication received was the first month statement that had no indication that I was not approved for the deferred interest. It was not until the seconds statement that I was made aware that I had not been approved for the deferred interest when I called customer service. I was promised a call back between 4-5 business day and it has been over 7.  
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]

Dear [redacted] [redacted],I apologize that we have not answered your call. I am going to have someone call you, to get refund of your warranty.

Dear  [redacted], I see the pictures uploaded. The parts have been ordered on the 9th. I see the...

frame is out of stock, but we should get it any day. Since you are under UTS warranty I will need to speak to them on extensions. Here is my email Justin.l[redacted]@iconfitness.com, just in case this gets closed. Let me know if you have more questions.

I did not receive any email confirmation nor any notice from UPS for...

coming parts! I don't believe you send out anything to me! Please provide solid confirmation number or UPS tracking number. This machine is down for 3 months now! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear [redacted], I do apologize for the length of time for the firmware; I have been talking to the developer. They state it should be out "soon". I really understand the frustration with not having the product working. My first step in resolving this is giving you a free year of ifit. If...

we start taking too long, I will go with a replacement. I know you have waited a long time already, thanks for your patience. Just give us a little longer. If it doesn't happen I will make sure we get a new machine out to you. Please provide me your IFIT info so I can add the time thanks.

Complaint: [redacted]
I am rejecting this response because:While the company may choose to deny the warranty claim based on a gray area in the legal definition of original consumer, I propose this is a poor business practice and certainely not cemented as fact in case law.Wouldn't the manufacturer want to stand behind its product through warranty to protect the significant resources it has invested in branding and reputation? From my research if the manufacturer decides to exclude warranties for gray market products, there should be a clear articulation of this policy in the written limited product warranty. In my opinion this was not demonstrated in the warranty information I received nor is it expressly stated on your website. The company's target should be unauthorized resellers not the consumer who believed they were purchasing a new product backed by a reputable company's warranty. From the communication I have received thus far it is apparent Icon Fitness does not fully stand behind the quality of equipment they market.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My number is [redacted]. 
Sincerely,
[redacted]