Icon Health and Fitness

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]

Dear [redacted],I do apologize that you have gone through so many motors. I see that were are suppose to receive them in tomorrow. I am going to upgrade your shipping to BL. It will be a 2 days shipping, you will also be able to track it. If the motor do not come in I have no problem looking into...

a replacement.

Complaint: [redacted]
I am rejecting this...

response because:The treadmill has still not been delivered.  Today I had to call Sid again as he never returned the voice mails I left.  Sid stated he and the shipping company would call me with an update.  It is 7pm eastern time; so 5pm central and I still have not heard from Sid.  DeDe from MXD (shipping company) called and said by 6pm the treadmill would be delivered to the warehouse (not my house).  The white glove service then has 24-48 hours to call me to set up an installation appointment.  At this rate it will be mid January by the time I receive the treadmill.Please review with Sid, the shipping company (MXD), and the white glove service (All American Moving and Storage) before replying again.In my call with Sid he did offer me compensation for me now having to take time off work.  The amount he offered only covers half of the pay I will be missing in order to stay home for installation.  He stated that was all he was allowed to provide.  I hope you will be able to do better.
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the inconvenience of your machine being broken. I have submitted a product resolution. You will receive and email with info on how to replace or refund your unit. If you do not get an email by tomorrow please let me know.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. In response:I tried the 800 number listed on the Nordic Track Best Protection Plan (866.538.6117) and couldn't get an appointment scheduled I tried the 800 number the guy at Sears gave me (888.825.2588) and couldn't get an appointment scheduledI tried the UTS Direct Line (800.677.3838), which I managed to track down after waiting on hold on the other 2 lines forever. I called in the middle of the day eastern time and go a recording that said I need to call back during normal business hours and/or leave a msg. I left msgs last year and this year and in response - crickets.I tried the icon Health and Fitness chat site, and have been told that it doesn't handle extended warranty issues. As best I can tell, there's no on line way to contact the company about this service.I recognize we're only talking about getting maintenance service for a treadmill, but its the principle - based on my experience to date, the simplest explanation is that Icon's intent is to make it so hard to get the service that most people give up, allowing Icon to get the money w/o having to provide the service, i.e. its a scam.Sears provided this service for my previous treadmill and everything worked great - I made one call, a guy showed up at my house like clockwork, and I didn;t have to do anything until the next year. With Icon, if I eventually manage to get a successful first call, that only puts me in a queue to get parts, upon receipt of which I have to make a second call to schedule an appointment.If Icon could replicate Sears' system, they could adequately address my complaint. I suspect thats not possible for any number of reasons, not the least of which being that it would require Icon to have more of everything - people and infrastructure - which costs money and would reduce profits, at least in the short run. Short of that, since I'm pretty sure no matter what happens this year I'll be in the same frustrated position for each of the years remaining on my contract, the only way they could adequately address my complaint wold be for Icon to be removed from the process and for Sears to manage the process like they do for their other equipment lines.
Sincerely,
[redacted]

Dear [redacted], I am so sorry for this. I'm going to talk to the finical to see if we can get the check cut quicker and sent to you ASAP. Please respond back to keep this open, when I have more info I will let you know.

Dear [redacted],I apologize for the late response. These complaints were not coming into our electronic system. It has now be corrected with the Revdex.com. I have looked into the issue. Billings have stated "I show that we authorized hisaccount 6.6.15 and charged his account 6.8.15. We refunded the amount on...

9.10.15. I don’t see any other  charges." Please check your account to verify it is there. If it isn't please let me know. Thanks for your patience.

Dear [redacted], I am sorry for all the issues you have had with your order. You will not be charged fee's. If you need anything else please let me know thanks.

Complaint: [redacted]I am rejecting this response because:  They claim to be sorry and state "I promise to make this right with you".  They also promised to call me with in two days and it has now been 4 days with no attempt to contact me.  I enclosed my cell number on the previous complaint ###-###-####.  They could do several things to correct this problem.  So far all I have gotten is empty promises and no action.  The only thing that has happened is that I am nearly $800 poorer.
1. First and foremost pick up the phone and give me an explanation and an apology!
2. Give me an exact ship date for the damage part and set up a time for a technician to build my treadmill.
3. You could also ship me a new unit that is actually undamaged and usable and send somebody out to build my treadmill, at no charge.
4.  Last resort, send me a complete refund and pick up the unusable treadmill so I can do business with an entity that has integrity and cares about their customers.Sincerely,[redacted]

Dear [redacted], I am sorry for the delay on the refund. I am seeing the refund was completed on the 8th. You should see the refund on your card. Please let me know if they refund isn't there.

Dear [redacted], Do you remember who you spoke to in our billings department? I am still working on this, I should have response soon. Please keep this open, I want to come out with a resolution for you.

Dear [redacted], I apologize that we failed to delivered your machine on time. I do see the machine is scheduled for the 12th. Please let me know if  you receive the machine. I have submitted for a 150 credit back to you. You should see it within 10 business days. Please let me know if...

you need anything else.

Complaint: [redacted]
I am rejecting this response because I just looked at the status of the delivery and it is stating refused at local office due to damage.  Can you please tell me the following:Tracking Number for equipmentApproximate date if it is truly not damaged and refused of delivery in Illinois.
Sincerely,
[redacted]

Hi Mr/Mrs G[redacted],I have informed my coordinator to contact the tech company to get that part installed ASAP. Please let me know if something happens. Also let me know if you do not get called from the tech. You have my personal email as well. So please don't hesitate to contact me thanks.

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]

Dear [redacted], I apologize the info wasn't there for your machine. We have sent you the workout info for your machine. Please let us know if you need anything else.

HI, I apologize for the in convince of the machine order. I talked to the billing and returns dept. They will on charge the restocking fee. They informed me they will contact you. If you want you also can call in and get it resolved. It has been noted in your account to waive the fee.

Hello,I apologize for the inconveniences you have received. I have had the console sent and service setup. I am looking into getting a refund for you. I am talking to our returns dept. I will let you know as soon as I find out, on what we can do for you. Please let me know if you have gotten...

the console and service has reached you.

Dear [redacted],I did some research why your machine hasn't shipped. It seems we had a glitch in our system. So the good news it is being processed and loaded today. I have also add assembly for you. You should received a email once it ships with tracking info. Please let me know if you need anything else.

Dear [redacted], I apologize that we have failed to get your machine delivered. I was researching your account and it is stating you filed a dispute? If you have I would be unable to do a refund or delivered the unit. If you haven't I would love do what I ever can to satisfy you.