Icon Health and Fitness

Dear *** ***, I am sorry your machine has broken downI am sorry you think we are trying to waste time on the warranty, this is not our goalI do see the tech was out there and has fixed the unitDo you need any more help? If you do please let me know

Dear *** ***,I am again sorry for how long it has taken for your machine to get to youYour 100$ credit cleared us on the 10th, and should be in your account within business daysYour matt is on its way, this is it's tracking #***For the gift card, I do not know who you talked to about this, because we are unable to give gift cards

Dear *** ***, I am sorry for how long this taking to be resolvedWhat I can do is
replaced your unitThe warranty should transfer over to the new machine, however I cannot guarantee this; you would need to speak to UTSI can add assembly and removal to the order on the new treadmillPlease let me know if this will be sufficient for you

Dear *** ***, I apologize for the delay on getting your machine fixedWe do have a policy/guarantee of days of a working machineSo if you want to return or replacement, please call our returns department#***I am sorry for the time that has passed

Dear ***,You should be receiving an email from a Returns/Billings SpecialistHey name is SandraShe will be able to help you in anyway possibleI do apologize for the issue's you have receivedPlease let me know how everything goes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to me.I would like to provide my contact information to the businessMy phone number is ###-###-####I have been away for the holiday, but I have received a voicemail from the service technicianI will contact the tech tomorrow, 07/05/17, to set up a time to have the machine servicedPlease advise if there is any way I can purchase an extended warrantyI would purchase it in lieu of the month extension
Sincerely,
*** ***

Revdex.com: ---------- Forwarded message ----------From: *** ***Date: Fri, Jan 27, at 4:AMSubject: Re: You have a New Message from Revdex.com of Utah Regarding Complaint #***To: Revdex.com I have received the refund check from Icon FitnessPlease close this case. Thank you for all your help, *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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 business sent me a new control board and a technician came to repair it today Unfortunately, he still can't get the machine to work so now he is ordering a new console and incline motor to try and repair the machine While I am not completely satisfied with the resolution, I am willing to give the technician time to repair the unit If he is unable to get it working, I would like to seek a full refund from the company
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: You may "feel" feel you acted in good faith, but on multiple occasions I was told the resolution was in process, and after I contacted ICON multiple times it was found that the resolution was NOT in placeHad I not contacted ICON, ICON's poor service and no follow up/follow through could possibly still have no action taken on the service that was sold to me, but not rendered Even now, in your actions, you are rebutting and making excuses for every injury you inflict on meAs an example:1- You know I want the service and warranty refunded, and you are aware the machine was returnedYou are also aware that I contacted your warranty department to facilitate thisBUT your response is "contact them differently" if you want your money back and it doesn't matter if that you know I am dissatisfied, have returned the product and you fail to acknowledge that you and your company did not deliver on multiple promises to resolve this. 2- How many contacts does a customer need to make with ICON either weekly or bi-weekly on a product failure over a month period before you would acknowledge your company has erred? 3- How many contacts that a customer makes to ICON over a needed part, in which the response is "next week" from ICON and that week then passes and the promise is unfulfilled, are needed before ICON acknowledges poor service and takes responsibility. to summarize: ICON still says "NO, not us" to every response. If you pretend like nothing is wrong, there isn't anything wrong to deal with, is thereYou simply just don't take any responsibility. I "feel" way you do business is despicable and shameful.
Sincerely,
*** ***

Dear ***
***, I have ordered parts and service for youThis will be a one time courtesy since you are out of warranty. We do offer a year warranty agreement for customers that lap on warrantyYou will get the parts no later then business daysYou will be call by a tech no later then business daysIf you have any more questions please let me know

Dear *** *** ***, I am sorry for how long it is taking to resolve your issueI let a technician know this needs to be resolved ASAPHave you been contacted yet? I want to get the seat area working for youPlease let me know, thank you

Dear *** ***,We have submitted a credit request for the ifit that you purchasedI do apologize that We failed get your ifit workingI would love to get your a free year for all the troublePlease send me your ifit user name and I will add time to it

Dear *** * ***, I have ordered a new service tech for youYou should hear from him in business daysI do have question, when your first order serviceWere you informed about the return visit fee?

Dear *** ***, I do understand the frustration with the motor breaking againIf the next repair fails, I will replace the unitIf the it does fail to work again please email Justin.l***@iconfitness.come

Dear *** ***, Our extended warranty department has reviewed your case and at this time have decided to fulfill your request for full refund for the amount of $791.A check request has been submitted, please allow 4-weeks to receive the check in the mail

Revdex.com:I have reviewed the response made by the business in reference to complaint ID
*** I have not, however, heard from their technician I do not consider this resolved yet as being TOLD a technician will contact me and will come make the repairs doesn't actually remedy the situationAs soon as it is resolved, I'll notify the Revdex.com
Sincerely,
*** ***

Dear Mrs*** * ***, I want to apologize for the delay in your service visit, I see on your account that the tech was able to make it out to your home on 3/29/and got the machine fixedIf you have any further questions, please let us know

I apologize for the inconvenience for your issue'sI have listened to the call and help train mark to better serve our customersI have notice you are going through our Returns DeptI have given your info to SandraShe is a one of our best agents in returnsShe will be able to get your refund
setupI would offer if possibleWe would love to get a tech and fix this issue for youPlease let me know if you would take our apology and let us fix this issue

Complaint: ***
I am rejecting this response because: no one has contacted me so the issue has not been resolved, have left messages for the repair person to arrange a time to come no reply
Sincerely,
Tammy T***

Dear *** ***. I am sorry for how long your refund is takingThe refund has cleared us on the 6thIt can take a around business days to show in your personal bank accountIf you do not see it Monday or Tuesday please let me know