Icon Health and Fitness

Complaint: [redacted]
I am rejecting this response because they only answered one of the questions, I am still trying to find out the status of my order [redacted] which is the new order.
Sincerely,
[redacted]

Dear [redacted] ,I am sorry for the wait you had for you part. I really do apologize about this. I see the part has been received. What I would like to do is have the tech come out and try to fix the unit. Since the unit has never been service under warranty. We are unable to do a refund right now. If...

the tech goes out and is unable to fix the unit, we can look at that option. If it does get fixed I can add time to your warranty. I also can give you a ifit module for the inconvenience.

Dear [redacted], Thanks for letting best times and #'s. I am going to have a Returns agent contact you, you should get a call today or Monday. They are going to setup the refund for you. Please let me know if you need anything else.

Dear [redacted], I want to sincerely apologize for the lack of service from our customer service. We usually send service for motors. Is you machine working fine now? If not I have no problem sending a tech. Also we can do a 5% refund and 2 years fit for the trouble. Please let me know if...

this okay with you.

Dear [redacted], I am sorry that your machine came broken. I do see you spoke to returns today, and they are escalating it for return. You should get call any day for the return, if you do not hear anything by Tuesday please let me know.

Dear [redacted],I am so sorry you have not received your unit. I have no problem getting you a discount for the trouble. Before we get a discount setup for you. Have you been contacted yet? I see a request was made for the 24th. Let me know if you have heard from them.

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 receive a refund within 10 business days (September 21, 2016) as stated by ICONFitness.
Sincerely,
[redacted]

Customer Received replacement from us.

Dear [redacted], I do apologize for the refund issue. While researching the charge I do show a return on 3-14-2016. The amount went back to the card, that was used. Please let me know what you find.

Complaint:...

[redacted]
I am rejecting this response because: It was a manufacturer's defect(as confirmed by Sears technician) and you are the manufacturer and you told Sears (Assistant Store Manager) you would not do anything, so the new unit was purchased .It was not that you were not given an opportunity to correct this .Presuming Sears is an authorized dealer that should be basically the same as coming from you. It was not until I complained directly to you all  that you decided to do something, after I was already told nothing would be done.  While it is certainly not worth arbitrating I am willing to settle this in full for $250 to be used towards the other unit.  As far as  a mat for the inconvenience this could have been much more of a problem the  way your product failed If that is not acceptable please advise who in Pro Form I can refer Sears to. Thank you.
Sincerely,
[redacted]

Dear [redacted], I apologize that we have failed to fix your unit. I also apologize how long it as taken. I am sending your info to our Product Resolutions dept. They will send you an email on what the next step is to get your machine replaced.

Revdex.com:
I would like a refund, however here is what I paid:   Order Number: [redacted] Order Reference: QTY Description Item Price 1 TL NORDICTRACK 2450 NTL17216 1799.00 1 White Glove In-Home Delivery & Assembly WGASSEMBLY 249.00 1 1 year iFit membership with 4 year stand IFITUTS4C 0.00 1 4 YR 1001-2000 UTS4C 149.99 1 1 Year iFIT Premium Membership 1YEARIFIT 110.00 1 IFIT VUE BLK GRAY DR IFVUEWMD115 0.00 Subtotal 2307.99 Sales Tax 161.56 -------------------------------- ---------- Total $ 2469.55I can overlook the assembly, white glove service,and 1 year ifit, however, I have no use for  the attachments and extended warranty. Provided this is taken care of along with the machine payment itself, I will accept the refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Thank you for your polite replyThe first time I got a polite answerAgain, I really appreciate your polite answerHowever, I really doubt you are telling the truthPlease see below the last answer from iFit supportIt looks like 2-months or even later--------------------------
After
looking further into this, it appears that the iFit app for this series/type of
machine is not yet availableWe released these machines before the app was
actually released unfortunatelyWe would be happy to add any necessary
downtime onto your iFit membership in the meantime until the app launchesIt
may be another 2-months before it launches, but I have not been given an
exact time frame for it unfortunatelyI sincerely apologize for this
Thank you for contacting us
JLehi P[redacted] l Customer Service Operator #[redacted] l Icon Health and
Fitness l [redacted]@iconfitness.com
l ###-###-####
---------------------------Furthermore, please notice the total lack of respect/education on replies and lack of interest from your customer service on resolving issuesGiving contradictory informationOne example below:--------------------------------------------
Sir I have told you, the machine is not ifit compatible over the
console, you need to pair it with a tablet or smartphone and get the ifit via
your table or smartphoneIFIT will work once you pair with tablet or
smartphone
Saludos,
Monica Z[redacted] | Servicio al
Cliente | Icon Health & Fitness
Mex: 0-###-###-#### E.U
###-###-####
[redacted]@iconfitness
------------------------------------------------------------------Please, notice the "solution" from your customer servicePlease notice the delivery was $Really, are you telling me that is the solution? Why are you selling a product which IS NOT READY OR FUNCTIONAL? I particularly purchased this model and paid a significant bigger amount of money for this specific feature: ifitHowever, this feature up to day is not functionalPlease, is this not a case of advertisement?------------------------------------------------
Hello [redacted],
The machine has to be returned at the point of purchase
Thank you,
Saludos,
Pablo A[redacted] | Servicio al
Cliente | Icon Health & Fitness
Mex: 0-###-###-#### E.U
###-###-####
[redacted]@iconfitness.com
Dear Monica,
Please, can you kindly tell me how I can my money back for a
product which is not working as adverted?
Thank you for your help
Regards,
[redacted]
--------------------------I am looking for an answer from you
Sincerely,
[redacted]

Dear [redacted],I really apologize that your machine was never sent to you. I am going to talk to the manager in returns to get your money back to you. I want to verify that you paid 549 with your debit/credit card. The rest were done on gift cards. I know we can ether do a check return or...

possibly all back on the other card. I will talk to her on Monday. Please let me know if the card amount is correct.

Dear [redacted], I apologize for the late response. I have been looking at your account deciding what we can do for you. I have submitted a Product Resolution, this means you can get a replacement machine or an upgrade. You will receive an email this week telling you how to get the...

unit replaced. If you do not receive it this week let me know. Sorry for the delay, thanks.

Complaint: [redacted]
I am rejecting this response because:They lied  that the model is no more available. They are profoundly disrespectful.After 9 months of poor customer service and emotional distress and aggravated medical problems(My first complaint was in 2nd of October 2015 and today is 20th of June 2016!!!), they refusing an honorable outcome of this dispute.They are in serious violation of the Magnuson-Moss Warranty Act, and the Fair Business Act.And they call me "[redacted]", in the email, seriously?I attached the emails exchange with them.
Sincerely,
[redacted]

Dear [redacted], Please keep this open, till he gets his check.

Dear [redacted], I have sent this info to our UTS manager. He has let me know, that the issue's are solved. If you still need help please let me know.

Dear [redacted], I apologize for all inconvenience we have put you through. I have set up a credit request on the money. You should receive the refund within 10 business days. Please let me know if you need anything else.

Dear [redacted], I do apologize for the treatment you have had. We are doing a refund and removal for you. Have you received the box? If you want a call from our returns, I will set it up for you. I want to make the return smooth for your troubles. Let me know if you have been contacted by...

our removal team. I do apologize for all you went through.