Icon Health and Fitness

Dear [redacted],I will make sure to follow this through for you. If you keep me in the loop on this issue. I will watch you account as well. I promise I will get you taken care of.

I apologize for the inconveniences. The unit is going to go through the PR dept. It has been approved. I have asked a PR rep. To contact you letting you know what to expect. You should get a call today. If you don't receive a call please let me know. I am getting this pushed through,...

so you can have a working unit ASAP.

Dear [redacted], I apologize for the time and confusion with getting your machine fixed. I can send a tech to come see the console ant motor. I will send parts and service under warranty for you. Please email [redacted], with exact details of the issue. We just want to get good understanding on what the issue is. Were thinking of sending a console and incline motor. Please let us know if you have more questions.

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. However, I am hopeful that anyone considering purchasing a product made by any of the Icon fitness brands (including Nordictrack) be aware that their customer service is quite poor. 
Sincerely,
[redacted]

I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted],. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decide to pursue legally or via other avenues. 
Regards,  Justin L[redacted] Let the customer know we will do a refund for the product.

Dear [redacted],After reviewing your account I do want to apologize for the poor delivery experience that you have had with our company, as well as the long hold times to get in contact with our customer service department. A full refund has been issued, the reference number for this is...

60159635 and 60159636. The full amount will show up on your card as 2 different credits, one for the price of the machine, and the second for the white glove delivery. Please allow 30 days for this to reflect back on your card. Best Regards,Kylee F[redacted]

Dear [redacted], We are going to send your info to our Product resolution team. You will receive an email from them today or tomorrow. It will have instructions on getting the machine replaced or refunded.

I was contacted yesterday sept 22nd by phone. Someone came out a couple hours later. He was able to fix the machine himself. I think he is sub contracted by the company. He left his business card and said for any further problems or questions to call him instead of the company. He was extremely nice and understanding. My treadmill is fixed. 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]

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 serviceman did come out on Sunday, March 19.  He put together the machine and replaced all of the damaged parts.  He was very nice and came at a convenient time.  Thank you for helping me get this resolved!Sincerely, [redacted]
Sincerely,
[redacted]

Dear [redacted], I am sorry for all the trouble on getting a refund. All your money has been cleared from us, and should reflect on your credit account, within 5 business days. If made any payments the credit company will refund you that amount.

Dear [redacted],I apologize that your machine is not working. I have setup service for you. you should hear from a tech in 5 business day. Please keep me up to date thanks.

Dear [redacted],I am sorry the tech has not been able to fix the unit yet. Sometime units are hard to diagnose and to fix. I have approved for the tech to go out on a warranty visit. If you feel the console doesn't need replaced, you can return it for a 15% restocking fee. The tech visit are...

not refundable. Let me know have the tech visit goes.

Complaint: [redacted]
I am rejecting this response because: On Sunday, November 26, 2017, I followed the...

information in the response by the company. I sent my purchase receipt including the financing terms to Justin.l[redacted]@iconfitness.com. I have yet to receive any response regarding this issue. I have saved a copy of the email I sent on November 26 and attached it to this response. 
Sincerely,
[redacted]

Dear [redacted],  I want to apologize for the poor experience that you have had with our company. After reviewing your account, it shows that your machine was removed from your home on 2/22/18 @ 10 am. Now that the machine is no longer in your possession, a refund has been issued. Please...

allow 10 business days for the refund to reflect back on your card.

Dear  [redacted], I want to apologize that we failed to get your machine fixed. I agree that this has been way to long. I have approved for a return, you will get a email. It should be in your inbox within a few days. If you do not get it let me know.

Dear [redacted], I am sorry your machine is not working. The tech company is saying the machine was fixed. Was the machine fixed, and the issue has came back?

We do apologize that you are upset about your machine. The frame and motor are the only parts of your machine that are still covered under a warranty, by sending out the motor we are fulfilling the limited warranty.If you are wanting to proceed with legal actions that is up to you.

Dear [redacted],I apologize that part 31 striped out. I have ordered the replacement with 2 packs of grease. Order # [redacted], you should see it within 7-10 business days.

Dear [redacted], I am so sorry for how long this is taking, I see it shipped out on the 9th. It is being shipped by MXDgroup, tracking # is [redacted].

Dear [redacted] I am have returns look into this for you. You should have the at the latest by next Friday. If you don't see anything let me know.