Icon Health and Fitness

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. Thank you for assisting me with this complaint
With kind regards,
*** ***

Dear *** * ***, I want to apologize that we have failed to help repair your machineWhat # are you reaching out to? Usually the extended warranty deptis really good at helpingIf you wan I can get you helped outPlease let me know what is wrong with machineThe more detail the
betterI will setup service once I have a description to give a tech

Dear *** ***, I want to apologize for the poor experience that you have had with our companyAfter reviewing your account, I see that a tech was recently out to your home and has verified that your machine was not assembled correctlyAt this time, we will go ahead and either replace or
refund your machine. Please allow our product replacement department 3-business days to contact you via email with the next steps in this process

Dear *** ***, I want to apologize for the poor shipping experience that you have had with our companyAfter reviewing your account, a full refund has been issuedThe reference number for this is ***, please allow business days for this to reflect back to your account

Complaint: ***
I am rejecting this response because: While I do appreciate you sending the manual for the new console (something your customer service could not seem to do) I am not able to find the directions on web browsingThe current console/model has that capability which was one of the major reasons we bought the unit we didIf this function is not on the new replacement console, then you have delivered a repair that has downgraded what I was sold and paid forI have an email from your customer service rep that this function will be added back in on some future release of this console (which I found to sound very placating)I have no faith that is going to happen.If this console version does not have web browse capability, then I would ask that you swap out the panel with one that doesIf that is not an option then replace the treadmill to provide the features we paid forAnything less is not acceptableAgain, you changing your parts to a cheaper version has become my problemAll we are asking for is a treadmill that has the same capability as when we paid for itSending a manual is hardly a solutionPlease reread the original complaint
Sincerely,
*** ***

Dear *** ***, I want to apologize for the failure on our part on the delivery and the return processI have submitted for a full refund and returnYou should get contact no later than business days on the pick upOne the machine is received we will process the refund I will note for
the refund to be done ASAPIf you will let me know when the unit is picked, I can start on the return for you

Good Morning,I will accept the upgrade to commercial piece of equipment, but have the following requests:1. I would like an order number.2. I would like a tracking number and date for guaranteed delivery.3. I would like the same agreement as before - The reduction in cost for white glove setup and also takeway of current equipment.4. I would also like verification that the credit has gone through from the prior transation as I am not seeing it on my credit card.Thank you.***

Dear *** * ***, I am sorry you haven't received your refund, according to our records you should not have the money back into your account

Dear *** ***, I am sorry that your order has taken so longIt looks like they contacted you yesterdayCan you please verify this with me? If they haven't I will talk to them ASAP

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 provided they do what they've stated they will do
Sincerely,
*** ***

Dear Mrs*** ***, I want to apologize for the poor experience that you have had while trying to get your new machine fixedAfter reviewing your account, I do see that a tech visit has been set up to get your machine fixed, and the tech has called and spoke with you. If you have any
questions or further concerns, please contact me directly at kylee.f@iconfitness.com and I will help you out

Complaint: ***
I am rejecting this response because:Correct on the refund I credit the Revdex.com for the refundThe pressure they applied to your company forced you to respond and apply the refund As for the delivery dates, your advertisement clearly stated up to three weeks for delivery, not to weeksBlaming the delivery company for your organizations failure is inexcusableYou hired the shipping company, they are your business partnerYou need to be aware of their business practices as they represent your organizationThese are advertising practices Never once did your organization attempt to expedite resolve the matterWe were forced to endure minute hold times for customer service support, this is plainly ridiculousBased on this experience we will share our experiences with our friends and family and avoid ProForm and NordicTrack in future purchases
Sincerely,
*** ***

Dear *** ***,I apologize for the time it has taken to get your machine shipped to youI looked in to it further and the shipping company says it was damaged during shippingSo I can do two things for youI can do a refund or I can reorder a machine for youFor the inconvenience I can upgrade your unit to the commercial

Dear *** * ***, I want to apologize for the confusion we have caused with your machineI have approved for a tech to come fix your unit for freeYou should hear from the tech by Friday, if you don't hear from him let me knowPlease do not pay for an independent techWe do not
reimburse for other tech chargesPlease just work with me and I can get you taken care of

Dear *** ***, I am so sorry about thisI understand the frustration about the tablet, I have found out we do have themI am sorry we lost your business over thisHas the delivery company contacted you yet for picked up? Please email me if you need anymore help, my email is
Justin.l***@iconfitness.com/

Dear *** ***, As stated in our previous response your account shows that a full refund has been issued, reference number ***We did not state that it was issued that day, just that it had been issued(The credit was issued on 1/24/18) On average, credits take around days to process and reflect back onto a customers account. Your credit was released from our company to your bank on 2/22/18, it can take up to business days for your bank to reflect the amount

Dear *** ***,I want to apologize that are machined failed and put your through that situationWe do take anytime of fire very seriouslyI do see we are doing a replacement unit for youOn my end it looks like everything has been taken care ofIf there is something more your need let me know
and I will get it done for you

Complaint: ***
I am rejecting this response because I have not received a refund in a timely fashion. I am happy to send you pics of my carpet that was stained by your assembly team. I have never had to deal with a company this bad before, at this rate I'm sure you will end up out of business. The days that you could treat people like this are over with the internet and reviews. I should have done my homework as your online reputation is a joke
Sincerely,
*** ***

Dear ***,I am so sorry that you have not received your machine yetI would love to get his resolved for youPlease give me the best contact # and timeI will have someone call you and get your taken care of

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
Sincerely,
*** ***