Icon Health and Fitness

Bought the machine 4 years ago and the machine has broken down three times. I bought the best warranty you could buy. The first two breakdowns were eventually fixed but the last issue occurred March 15th, 2022. After 10 different service calls the machine is still apart. Last tech said it was fixed. Got on it and it started jerking with the change of incline etc. I made the tech come back out and he stated another part had broken. Ordered yet another part. I emailed ICON the warranty company on status of issue. Came back and said they would send the part but since my labor portion had expired during this experience, I would have to pay labor. Even though I was told that it is the date of issue that they use. The amount of time trying to get this machine back up and running has been criminal to say the least. I am always the one calling, sending videos, taking pics etc etc. The problem is you have three separate companies as I have dealt with all three. Nordictrack the manufacturer who does not care about the consumer once their “limited warranty” is over after one year. Then you have Ifit who just wants to sell you memberships each year. They say they can help you but in the end you will be stuck dealing with NTS/ICON the extended warranty co. Having very strong experience with ICON..the problem is that the techs are not experts on these machines. They are general repairmen that come and go. My machine alone has had 6 different repair companies work on this issue that started in March 2022. I did not go into detail on how long it took to fix machine the first two times. The reason for that is with NTS/Icon who promise the tech companies one thing end up paying out a smaller amount. Every tech that worked on this machine stated ’when it breaks again. Spend the extra money for a higher end commercial machine’. I have asked to help compensated my experience that my IFIT membership get extended since the machine has been down. I was able to get 6 months and told to call back once machine is running again which maybe never. I would take all the techs advice and buy higher quality from (if possible) a local dealer that has their own service techs. You will be much happier than having to deal with three separate companies that do not communicate with each other. Learn from my experience as it looks like I will be looking for a higher end product in the near future. It still amazes me after 10 attempts to fix this machine it is still apart. See pics below. If that is not the definition of a bad company. I am not sure what is? Chris

I purchased a top of the line rowing machine which made a clicking noise upon receipt when used, as well as the four year “service plan” in October 2020. After an hour long hold, I was able to file a claim only upon going through various “steps” including sending a video to prove it wasn’t working. I was then told the parts would be shipped to me and I would be sent a DIY video to fix it myself! If I couldn’t do that then they would send a tech, but only after the parts arrived. I was refused a replacement machine as they were “out of stock”, nor would they return the machine even though I just got it and it never worked. Here we are after many calls on hold, many emails later with a “parts in the mail” response although the usps tracking says they never received the part in their facility and as of Jan 19th 2021three months later I have a dusty never used rower that cost 2000 to show for it. I am complaining in every review panel, every outlet on social media, and am going to file a small claims court action. Companies should not be allowed to steal, not stand behind warranties, return policies, and repair plans sold wiper accountability. If I do not get satisfaction. I will be using media to locate other similarly situated to file a class action and seek certification from the courts given they are conducting interstate commerce this way. Shame on Icon!

Complaint: [redacted] I am rejecting this response because:I would like to keep the status of the complaint "open" until ALL of the issues mentioned in my complaint are resolved.I will confirm that I received responses from Icon on August via e-mail and phone (from their local service representative).Icon has confirmed that a replacement incline motor was ordered and sent to my address and other replacement parts (i.e., control board, incline sensor, and control console (needs to be special ordered)) will be shipped to me within 7-business days After all of the ordered parts are received-delivered, I will follwith Icon to schedule a service appointment Sincerely, [redacted] ***

Dear [redacted] , I apologize for the time to get your refundWe are going to refund the full amount for youWhat I need you to do is let me know when the machine is picked upWhen it is we will do a credit once you let us knowThis should speed up the process of the refund for you

Dear [redacted] , I apologize for inconvenience we causedA refund has been setup and is in processYou should receive the refund within business daysIt shouldn't be a full days, it just can take up to that longI have put a rush refund on itPlease let me know if you need anything else

Hi,I apologize for the inconvenience you had receivedI have ordered service and a new eddy mechPlease allow up to business days to get contacted from the techAlso please allow up to business days for the partIt will ship from UtahSorry again for the issue's, I hope your unit will be up and running soon!

Dear [redacted] ,I apologize for all the issues you have had with your machineA credit return has been setup for youYou should see the money back sometime next weekFor the machine a destroy authorization has been placed for itYou will receive an email about the itSorry for the inconvenience with your machine

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 Anna M [redacted] left me a voice mail on 03/02/stating that the company will honor the $price that was quoted to me in regards to assembling the product.I spoke with Anna today, 03/04/The company requires you to pay for the service first; then an appointment with a technician is booked.I will call Anna back on Saturday March 11th to pay the technician to come out and assemble the productThank you for your help in getting this mater resolved 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 If I don't receive the additional money that is owed by next Friday, like the company promised me, I will contact you once again Sincerely, [redacted]

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 warrantyIn my opinion this was not demonstrated in the warranty information I received nor is it expressly stated on your websiteThe company's target should be unauthorized resellers not the consumer who believed they were purchasing a new product backed by a reputable company's warrantyFrom 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] ***

Dear [redacted] , I do apologize for the refund issueWhile researching the charge I do show a return on 3-14-The amount went back to the card, that was usedPlease let me know what you find

Dear [redacted] , I am so sorry that our delivery company wasn't prepared for your installationI have sent this info over to our shipping managerI am putting in a request for a refund for the white glove assemblyYou should see it within business daysLet me know how the repair goes

Dear [redacted] * [redacted] , After reviewing your account, I see that you were originally charged $on 12/11/On 1/03/you contacted us to cancel your order and a full refund was issued back to your TD Bank account on 1/19/(days later)Per the return policy located at the bottom of our website "You can expect a refund in the same form of payment originally used for purchase within days of our receiving your return product The full refund was sent back to your fiance account within the days of cancellationIf you have any further questions, you will need to contact TD Bank directly, as they are a different company

Dear [redacted] , I apologize for the delay and confusion with your refundI have spoken to the returns managerShe has told it has processed on our side, and that it should be back into your account anytime this weekIf you do no see it by Thursday, let me knowI will make sure we get this done ASAP for you

dear [redacted] ,I apologize for the issue's you have hadI have looked over your file and do sincerely apologizeWhat I would like to do is go with the parts and service that has been setupIf this fails again, we will do replacement or refundI will note the account, to sure this happens for youPlease let me know if this sufficient

Dear [redacted] ,I want to apologize for all the delays in getting your machineI do see you called in on the second and a refund was submittedIt looks like UPS and NVC, were damaging it or lost itI do apologize for the time it has taken for me to get back to you

Finally had my elliptical machine repaired !!!!! I will accept your 15% refund from the total price of the elliptical machine Hope it doesn't take as long as the repair 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 business has opted to credit back $of the original purchase price and shipped it out the same day I received a personal call from an employeeI have an estimated delivery date of 3/and so issue has been resolvedThey've also indicated that they are going to review marketing practices Sincerely, [redacted]

Dear [redacted] ,I apologize for this big inconvenience you have been going throughI also want to apologize for the you not getting a sup visor when requestedI am a manager here and I will be taking this to the floor managerNow to get you your machines fixedI see a tech is setup up to come check the units and try to fix themPlease let me know how this goesI will also wait to see what the tech says is wrongIf the units a in bad shape we can look at replacementsSo please have some more patience with usI do apologize for all the troubles

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've attached the agreement I've made with them via e-mail Assuming they follow up on their agreement this complaint is resolved Sincerely, [redacted]