Icon Health and Fitness

Complaint: ***
I am
rejecting this response because: I just received an email from A Icon Customer NoService representative telling me the machine has not shipped and again apologizing It seems that apologizing is one thing they do well I have been dealing with Icon for almost three months trying to get the defective machine replaced I have only broken promises, excuses and worthless apologies to show for the many hours spent on hold when I call and days spent between email responses I just want the machine delivered
Sincerely,
*** ***

Complaint: ***
I am rejecting this response
because:While I understand the explanation, and have sent the product to you, I do not have a replacement at this time. If a replacement product is received, and functions properly, I will close the complaint with appropriate comments. It is just a bit early to accept the solution
Sincerely,
*** ***

Dear ***, I apologize that the new part came broken againWhen we get the receipt will get a refund processed for youPlease let me know when you mail it

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***, and find that this resolution is satisfactory to me
The action the business will take is upcomingI will be most satisfied upon receipt of my paid merchandiseMore to follow
Sincerely,
Tamara B***

Dear *** * ***, I want to apologize for all the issue's you have had with your machineGoing over your file, I see we have setup service againI want the tech to go out on more time to see if he can fix itWe have to have a tech try a couple times before replacementIf the tech doesn't
contact you by Wednesday next weekI will start the procedures of replacementIf the tech dose go out and is unable we will start looking into replacement againI want get this resolved for youIf you will give us once more chance to make things rightPlease let me know if this works with you

Dear *** * ***,I apologize for all the delays in fixing your machineI have reported this to our service managerIt usually isn't handle like this, in which I apologize forI am submitting your info to our Product Resolution teamThey will be able to replace or refund your machine
Expect an email form the Monday or TuesdayThanks for your patience

Dear *** ***, I am sorry there has a been issue with your orderI see you spoke to returns, and they are giving you a discount for the troubleIf you still need more help let me know please

Complaint: ***
I am rejecting this response because: Considering it was delivered a few days ago finally and they did not assemble it your response doesn't make sense Please meet half way and do a 20% refund This has been a horrible experience with you guys
Sincerely,
*** ***

Dear *** *** *** ***, I can provide you exteneded warranty info once the unit is fixedI am seeing the tech has been out thereIs the machine working now?

I apologize for the inconveniences,I have talked to out Billing and returns DeptThey have informed me they will waive the return freight fees and 10% restocking feesIf you call the B&R dept., its noted on your account about waving feesThere # is *** ***If you would like them to
call please let me know a time frame Thanks

Dear *** * ***,I apologize for the delay of the partI do see it was delivered to youPlease verify that it wasI also am going to restart your warranty, since your machine has been unusable

Dear *** ***, I am really sorry for thisI wish I could of helped you when you first called inI could send you a free vue if that would help rectify the situationI could actually give you the refund I wouldPlease let me know if you would like a free bandEmail me at Justin.l***@iconfitness.comThere is not anything more I can do

Complaint: ***
I am rejecting this response because: My treadmill is still not fixedI want this left open until it is fixedthis is the second time this part has broken and both times it was on back orderMaybe you should look at why this part keeps breaking and it obvious its not just my machine as the part is always on backorderI also want my warranty extended as it is nowmonths I have not had a machine
Sincerely,
*** ***

Dear *** * ***,I do apologize all the inconvenience we have put your throughWe can do a refund on your machine and get it removedI have been told you did a dispute on your assembly orderI will not be able to refund that part while it is under disputeI do apoligze how long this has
takenPlease let me know if this okay for you

Dear ***,I apologize for the inconvenience of calling in and not getting your motorDo you have the name of the reps you spoke to? I have also ordered the motor for youThe order # is ***It can take up to ten business days for the part to reach youSorry again for the
inconvenience

Dear *** * ***, I want to apologize for our technicianWe have setup a more qualified tech tome come fix this for youYou should be contacted I hope by FridayIf you do not hear from the by Monday please let me know

Dear *** ***, A product replacement has been approved for youTalk to the agent and see if they will do a refundThey can sometime is extraordinary casesYou should have an email form them

Dear *** ***, I do apologize for all the troubles you have had with your unitSince you purchased it from sear, you could only get a refund from themWe do have policy's on replacing unitsI need some more informationIs the machine fixed now? If not what is it doing? Please let me know
so I can get you helped

Complaint: ***
I am rejecting this response because:I will proceed with a lawsuit
Sincerely,
*** *** ***

Dear *** * ***, I am sorry you have not received your machineI will try to track it down for youEmail me at Justin.l***@icofitness.com, so we can stay in touchI will also get you a discount for thisI am really sorry