Icon Health and Fitness

Dear [redacted],I apologize that the machine is not working. I want to assure you we will cover the machine under warranty. Even if you move, since you have reported it we will take care of it. I can make sure we can get this fixed for you. Please give me a heads of up on what exactly is...

wrong with it. I then will follow up and get a tech (possibly new tech) to come fix it asap. Just give me the most info you can about this machine. I should be able to get it fixed first go around.

Dear [redacted], I am sorry the machine took so long to get delivered. I also apologize for the belt folding on you. I see we have parts and service setup for you, to fix the unit. I see we did free white glove, 10% refund, and a warranty for the inconvenience. This is the max we are able to do....

I am sorry for the inconvenience. If you wish not to have the unit you can return it.

Dear [redacted], I am sorry we never setup service for you. I do see you called in again today, and we did finally do it for you. If you still need help please let me know.

Dear [redacted],I apologize for all the issues you have had with your machine. A credit return has been setup for you. You should see the money back sometime next week. For the machine a destroy authorization has been placed for it. You will receive an email about the it. Sorry for the...

inconvenience with your machine.

Please keep this open.

The recent service that came to your house found that your machine can be repaired by replacing the resistance motor. An order for the motor has been placed and is coming 1st class mail. Fitness Service will contact you to make an appointment to make the repair to your machine. We will also add the down time of 2 months to your manufacture warranty. Once again we apologize for this inconvenience.  Thank you.

Complaint: [redacted]
I am rejecting this response because:NordicTrack sent me an e-mail in an attempt to resolve this matter after receiving notification from the Revdex.com that I had a complaint.  The e-mail was from Kerri J[redacted] and it directed me to call "Billing and Returns" at ###-###-####.  When I call this number, I am directed to a sex hotline.  I replied to the e-mail that they sent and have not received a response.  I'm uncertain as to how to proceed because my multiple attempts to resolve this with the company have failed as I cannot reach anyone in the organization.  The sex hotline isn't going to resolve this situation...
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke with the company on 1/11 and scheduled a pick up for 1/15. Today,...

they called and said they dont know if they can come on 1/11 to pick up, still up in the air, no reschedule....maybe we can come 1/16. I have no confirmed pick up date. I have to say I didn't expect professionalism. 
Sincerely,
[redacted]

Dear [redacted], I am so sorry that you have not received your order. I called the  shipping company and I was informed they lost the machine. Which I am really sorry for. If are still willing to work with us, I can get a new machine ordered and give you white glove for free....

If you still want to refund I can do that as well, which I understand. Please let me know thanks.

Complaint: [redacted]
I am rejecting this response because:unfortunately after only using the treadmill for a couple weeks the squeak is returning so I am pretty sure it will never be able to be repaired as the tech said he has done everything humanly possible to rectify it yet here we are. Also the time countdown is skipping and freezing during your workout which baffles me as this is supposed to be a brand new console. This machine is proving to be a complete lemon and at this point we would like a replacement after a year of problems and reoccurring issues. We are at the point of complete dissatisfaction and hope you can find it possible to help us and get us a treadmill that will just work properly. 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 partially satisfactory to me.
I would prefer not to wait up to 30 days for my refund.
Sincerely,
[redacted]

Dear  [redacted], I am sorry this has happened. I have let the manager of the billings department know. They are going to get this fixed as fast at they can.

Dear [redacted], I am sorry you still are having issues with the heart rate monitor and vues. I have order the vue that comes with the buckle. It will be black in color. For the machine, I have ordered a console, heart rate monitor, and a Tech. You should get those end of next week. The tech will contact you within 5 business days. If all this is unable to fix the issue's please let us know.

Dear [redacted], I want to apologize for all the issues your machine is having. A tech has been setup and you should be called any day this week. Please let me know if you don't, or if you need anything else. I will make sure any issues are resolved quickly.

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]

I APOLOGIZE FOR THE INCONVENIENCE OF THE ISSUES, YOU HAVE BEEN HAVING WITH OUR UNIT. WITH THIS UNIT IT HAS A LIMITED WARRANTY OF 1 YEARS ON PARTS AND SERVICE. SINCE THIS IS THE WARRANTY DOCUMENT ON THIS UNIT. WE HAVE TO FOLLOW THE INFORMATION ON THIS. I KNOW YOU ARE A LOYAL CUSTOMER AND WE WANT TO...

HELP YOU IN ANYWAY POSSIBLE. IF THE PARTS WERE AVAILABLE I WOULD HAVE THEM SENT IMMEDIATELY. SINCE WE DO NOT, MY OFFER IS A DISCOUNT TO A NEW MACHINE. I WANT TO KEEP YOU DREAMS OF A HEALTHY LIFE. MY JOB IS TO MAKE YOU HAPPY AS OUR CONSUMER. I APOLOGIZE I CANNOT GET THE PART, OR REPLACE THE UNIT FOR FREE. I WILL THOUGH DO WHAT I CAN TO MAKE YOU HAPPY WITH A NEW UNIT AT A DISCOUNT. SINCERELY JUSTIN L[redacted].

Dear [redacted],I apologize for the all the issues you have been having with your console. I promise I will make sure we get this fixed. From what I understand is the console is having issue's again. That the end and resume just keep coming up. If this is correct please let me know. I will be able to...

get the right parts and service for you. I also have no issue extending your warranty time. If there is more info that I should know please include it in your response. I apologize again for these issue's.

Dear [redacted],The way that we protect our companies interest is by providing warranty parts and service only on qualified products. We apologize if you feel that the person whom you purchased this from mislead you as to the condition of your machine, but we are still unable to honor the warranty. In the warranty terms, it states "This warranty extends only to the original purchaser".  Because you are not the original purchaser, we have no way of knowing if this machine was tampered in any way which could have caused the problems that you are having with it.

Dear [redacted],I want to apologize for the poor experience that you have had with our company. After reviewing your account with our legal department, we believe that the rust was caused due to a manufactures defect with the powder coat on your machine. At this time, we will move...

forward with the product replacement/refund process. Please allow 3-5 business days for our replacement department to contact you via email with the next steps in getting your machine replaced/refunded.

Dear [redacted],We are unsure what you are asking for regarding the additional comments that you recently added to your case. A FULL refund for the price you paid for the bike ($499) and white glove assembly ($249) have been refunded back to your Fortiva account. The first amount was sent to them on 2/19/18, and the second amount on 3/5/18. If you have any further questions, you will need to take them up with Fortiva. Fortiva is not a part of our company, they are a third party finance company that we use.