Icon Health and Fitness

Complaint: [redacted]
I am...

rejecting this response because:I would like to keep the status of the complaint "open" until ALL of the issues mentioned in my complaint are resolved.I will confirm that I received responses from Icon on August 31 via e-mail and phone (from their local service representative).Icon has confirmed that a replacement incline motor was ordered and sent to my address and other replacement parts (i.e., control board, incline sensor, and control console (needs to be special ordered)) will be shipped to me within 7-10 business days.  After all of the ordered parts are received-delivered, I will follow-up with Icon to schedule a service appointment.
Sincerely,
[redacted]

Dear [redacted],I want to apologize for you getting billed for something that you were told had been canceled. After reviewing your account, a refund for the amount of $180 has been issued. The reference number for this is [redacted], please allow 10 business days for this to reflect back onto...

your method of payment.I have also gone in and canceled your iFit membership and cleared your billing information so that we no longer have you as a yearly auto-renewal for iFit.  Best Regards, Kylee F[redacted]

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. They did ask me a question about parts, and yes, the belt and roller are the parts I need.  Thank you.
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 satisfactory to me.
I still want to point out that it took me several months of fighting with customer service and nothing was ever done until I notified the Revdex.com. I would recommend not doing business with this company. My issue had been resolved but the time and effort put into it has not been paid back
Sincerely,
[redacted]

Dear [redacted], I apologize for all the delays and issue's we have caused. I would love to get your machine fixed for you. If you would send a picture to [redacted]. We can look at the console and verify its the wrong one. I can then a get a proper one sent. I will also...

make sure it get send expedited.

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 am sorry, but we are not giving you a free machine. We do not do arbitration through the Revdex.com. If you want to proceed with legal that is up to you.

Dear [redacted], I apologize for the issue's with your first order. I have just ordered you a new belt free of charge. You should have it within 10 business days. Please let me know how the repair goes thanks.

Complaint: [redacted]
I am rejecting this response because:I did not ‘move’ the machine or break it. That is a victimizing assumption. I was instructed by your support group to review your FAQ and videos. I rolled the machine between rooms. The warranty has no exclusions and your FAQ on page three of the manual is a general guide to usage and has no relationship to the clearly stated warranty which has no stated exclusions. Your support company UTS made these assumptions and were extremely rude in speaking to me. To place your customer between a rock and a hard place with a contracted support company, a company you contract with and offer as a company extended warranty, is at best unscrupulous. There is no acceptable solution as long as I have an expensive machine that your company refuses to honor a warranty on and further seek to vilify and blame your consumer for normal use. 
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 satisfactory to me.
Sincerely,
[redacted]

Dear [redacted], I apologize for the parts being out of  stock for you machine. I do see notes in our system we are replacing the unit. Were able to work everything out on the replacement? If you need anything let me know. I will be able to get you helped.

Complaint: [redacted]
I am rejecting this response because: Despite their telling me I should receive a call from a tech to schedule service I have not received a call from anyone and it has been 2 days now.  They need to stand by their word when they say they will do something.
Sincerely,
Francis [redacted]

Dear [redacted], I apologize you were charged 135.92$, we are submitting a refund for that amount. You should see it within 10 business days, if it take any longer than that let me know.

Dear Ms. [redacted],I want to apologize for the delay in your refund. A full refund has been issued (reference #[redacted]), this credit was released from our company on 3/21/18. Please allow 3-5 business days for this to reflect back onto your Fortiva account.

Dear [redacted] And [redacted], I want to apologize that your machine is not working. I am also sorry for all the trouble you went through to get parts and service. What number where you using when you called in? I see we have parts and service setup, at this time we have to proceed with...

repair. The manufacture warranty covers repairs, not replacements. Since you have had your machine over year, there is also no way to return the unit. What I can do is make sure if you need anymore parts and service, I will expedite it.

Complaint: [redacted]I am rejecting this response because: My wife called the Returns Dept. just before lunch (EST) on 12/4/15 after receiving no response from the company regarding this complaint which was sent to them on 12/1/15 nor a response from the email sent on 11/30/15 to the supervisor who read it on 12/1/15 at 9:25 pm (EST) after the Revdex.com complaint was sent to the company.  The Returns Dept. is processing a full refund.  The return box left the Salt Lake City facility on 12/8/15 and is expected to be delivered early next week (I have a tracking number for the delivery).  This was the only communication received from the company until a response to the Revdex.com complaint was received on 12/4/15 after 5 pm (EST) which is also after the Returns Dept. started the return process.  Again, the lack of customer service especially at the supervisory level is completely unacceptable and I would spend additional time waiting to have the machine fixed since I would have to contact the service company to schedule a technician.  Since the Returns Dept. offered a full refund, I prefer to return the machine, get my money back, and cut all ties with the company. 
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 satisfactory to me.
I will follow up with Justin L[redacted] of Icon Health and Fitness. I will update the UT Revdex.com regarding the progress of repair of my Pro Form 995i. Thank you for your assistance, but this is only the beginning of this repair process. This issue is far from resolved.
Sincerely,
Marji L[redacted]

Dear [redacted], I understand the frustration with machine not working properly. I see we have service and parts on the way. What we need to do before replacement, is a repair one more time. If the tech isn't able to fix it this time, we can proceed into replacements. My direct...

email is Justin.l[redacted]@Iconfitness.com, let me know if the tech doesn't fix it.

Dear [redacted],I do apologize that your machine arrived damaged. I can have someone from the returns dept call you. What is the best time and #? They will be able to resolve this for you. Also to let you know since an issue has been reported within the thirty days. The we stop the time until it...

is fixed. So please don't worry about the 30 days. Let me know if you have more questions?

Dear [redacted],I want to apologize that the machine was delivered damaged. I also apologize that a customer service didn't provide the parts and service which they promised. I do see that you talked to returns and they are going to return the unit. Were they able to help you with getting it...

returned? If you need anything else let me know and I can get it done for you. I do apologize for the issues you have had with your machine.