Icon Health and Fitness

customer received a new replacement console from us.

Dear [redacted], I am sorry that our assembly team did not do their job. I sent this to the returns manager. Expect a call tomorrow from them, they will get you taken care of.

Dear [redacted], I do apologize that this has been somewhat of a mess. I will talk to the manager over UTS. I will try to make it up to you in some way. Please respond to keep this complaint open.

Dear [redacted], I want to apologize for the poor experience that you have had with our company while attempting to get your new machine fixed. While I was looking into a resolution for you, we were notified by our tech that you have returned your machine back to your point of...

purchase. If you have any further questions for our company, please let us know.

Dear [redacted], I am sorry we haven't helped you with your machine. Please email me a picture of the damaged part, or please let me know the key # from the manual. My email is Justin.l[redacted]@iconfitness.com.

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.
I still feel that it shouldn't have taken involving the Revdex.com to finally get a response from management at Icon Fitness after a month of attempts.
Sincerely,
[redacted]

Dear [redacted], I apologize for how long this has taken to be resolved for you. We have issued a refund for you machine. We have sent a request for a check to be made to repair your carpet. Please let me know when you receive these.

Dear [redacted], Unfortunately, Fortiva is not a part of our company they are a bank that we use to do financing. In order to get any corrections done, you will need to contact that company directly. Best Regards,

Dear [redacted],After reviewing your account,  I do want to apologize for the multiple mistakes that were made on our companies behalf. It looks like you have been having issues with your machine since day one and we have failed to fix it. From the poor service provided by our technician and...

the lack of ordering parts when they were requested; I feel like your request for a full refund on the machine is more than fair. I have gone ahead and let our product replacement department know that we are going to issue a full refund on your machine. They will be contacting you via email within 48 business hours regarding the next step in this refund process.

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.
However the main problem is that the ifit programme does not work as well as the machine being hard to use at resistance above 3. If the technician can fix both the machine and the ifit programme then thats acceptable. If they simply replace the consule which has been done twice already without getting the ifit programme to work then say problem fixed which is whats happened for 3 years then this will have to be delt with.
Sincerely,
[redacted]

Dear [redacted],I apologize that your ifit is not working for you. I see that you were able to get hold of the returns dept. I am glad they were able to assist you with a return. I want to personally apologize for the times to contact our customer service.

Dear [redacted], I want to apologize for the long wait times for parts to fix your machine. When you purchased your extended warranty, you were given a list of Terms and Conditions that specify the protection you will have in return for your payment. (I have attached a copy of your...

contract to this complaint) As stated in your contract under 3: WHAT IS NOT COVERED:  " I.  INCIDENTAL, CONSEQUENTIAL OR SECONDARY DAMAGES OR DELAY IN RENDERING SERVICE UNDER THIS AGREEMENT, OR LOSS OF USE OR TIME DURING THE PERIOD THAT THE COVERED PRODUCT IS AT AN AUTHORIZED SERVICE CENTER OR OTHER AWAITING PARTS;The parts that were ordered are on track to ship out by 2/23/18, so at this time we are unable to fulfill your request to replace your machine per the terms and conditions that you agreed upon when you purchased the extended warranty.

Dear [redacted],I apologize for the delay you are getting on your unit being shipped. I have good news, the unit shipped on the 5th. So your unit is on its way. It is shipping from California. I would expect a call sometime later this week from the delivery company.

Dear [redacted],I do apologize for the heart rate monitor issue's. What I can do for you, is to send a technician. We actually send techs out free of charge, when customers are under warranty. Unforantely for a refund you would have to speak to sears. Let me know if you want the tech and I will...

send him out, if you want parts I send them to.

Complaint: [redacted]
I am rejecting this response because:  I am shocked at how horrible their customer service is.  I was offered a 5% refund rather than 35% and NO mention of the delivery company putting the unit together.  Complete disregard to rectify the situation.  I am still looking for the 35% refund as well as them putting the unit together.
Sincerely,
[redacted]

Dear [redacted],I apologize the your machine has not been sent to you. I have put a new order of the unit. You should see it within the 2 weeks. I have also added White Glove Assembly for the inconvenience. The new order # is [redacted]. If you have any questions please let me know.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Icon Fitness and Health stated that they will credit my card and it will take up to two weeks to process.  But they did not state the amount of the credit.  Based on this reply I will wait to see if they refund the entire amount of $224 is credited before giving a final acceptance of their offer.
Sincerely,
[redacted]

Dear [redacted], As you stated in your response, your machine was supposed to be delivered on 2/10/18, how did your delivery go? If you choose to return the machine, I will waive all of the return fee's and you will receive a full refund. The only part of the return that would not be refundable is the $149 that you paid for assembly because the service has been completed. You have 30 days from the day that you received the machine to return it. As for the warranty that comes with your machine, all the information is outlined on the last page of your user's manual. (I will attach one to this response)

I want to apologize for the poor delivery experience you have had with our company. After reviewing your account, unfortunately, we do not have anyone available in the area to come and pick up your machine so you will be responsible for the disposal of it. A full refund has been issued, the...

reference numbers for this is [redacted] and [redacted]. Please allow 30 business days for this to reflect back on your card.

Dear [redacted],I am so sorry for what you have had to go through with your machine. I do see that your machine has shipped and is scheduled to be delivered on the 3rd. I am going to have them do a 20% discount for all the trouble you have been through. I will have them process...

it as fast as they can. You should see it the end of the week or start of next. Please let me know if you need anything else.  You can also track the order at NVClogistics.com. Use this # [redacted].