Icon Health and Fitness

Dear [redacted], I want to apologize for the inconvenience you have had with your machine. I have approved a product resolution for you. This means you can ether get a replacement or a refund. You will receive and email with information on how to get this done. If you do not get the email in...

a few days let me know.

Dear [redacted], I do apologize for how long it is taking to get your machine repaired. The part has shipped and you should get it soon. This is the tracking # [redacted]. I will let the tech know the part is on its way and to contact you. Also I have no problem extended warranty for you....

One the machine is running I will change it. Sorry again for the delay.

Dear [redacted], I want to apologize for all the delays on getting your machine fixed. I see a tech is coming out tomorrow. Let me know how the repair goes. If he does fail to repair it. I can look into a replacement or refund.

Dear [redacted],I am sorry your machine broke. I found account in our system, but its missing information. What is the model #, and serial # of your machine? I need this before I can setup any service. Also is there grinding like metal on metal? Or is it plastic on metal sound.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11135954, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is Wednesday and I still don't have my refund.
Sincerely,
[redacted]

Dear [redacted],I do apologize for the all the issue's you have had with your machine. I have ordered a new incline motor for you and a service tech for you. You should hear from the tech this week.

Dear [redacted],Sorry for the lack of information. It looks like delivery is setup for the 13th. We also have added 100 credit back to you. You should see it tomorrow or Monday. I apologize for the delay and the inconvenience.

Dear [redacted], I apologize that you have not seen your credit back.  I talked to our billings dept, they have stated it should be in your bank. It was placed back on the 12th. Please look and verify, and sorry for the delay.

I spoke with Melody over in our product replacement department and she accidentally typed the wrong amount. The price that you paid for the machine was $2.299, you will receive that amount.. The only thing that is non-refundable is the $144 1 year iFit membership because it has been a full year that you have used it.

Complaint: [redacted]
I am rejecting this response because:From:[redacted]<[redacted]@rocketmail.com>Date: Wed, Jan 10, 2018 at 11:04 AMSubject: Complaint # [redacted]To: [email protected] Whom It May ConcernRegarding C# [redacted] on 01/14/18 I accepted resolution offered to me of delivery of my original item (treadmill) with a $100 discount (to be refunded to me).I did request to be contacted as to delivery date and estimated time frame for delivery.As of yet I have had no further correspondence from Nordic Trac.At this point my credit card has billed me & I am incurring interest charges having still not received my product.It would be helpful if I could have specific contact information so that I can outreach to that person specificallyWhat is the next step?[redacted]
Sincerely,
[redacted]

Dear [redacted], I apologize that we have failed to contact you. I have spoken to our shipping manager. It looks like MXD is the only company we have in your area. Since they are not willing to delivery the machine, we are doing a refund ASAP. You should see the amount any day. I apologize...

again that it has taken this long for the refund.

Complaint: [redacted]
I am rejecting this response because:Until I am reimbursed for the remaining amount of $385 which is the correct remaining balance paid with gift cards since I had my bank return the $549 back to my account since Nordictrack would not and I never received the merchandise from them and I was out of the money.To date I had left a message for a supervisor on 3/24/16 to call me about refunding accordingly and  I did not receive a call from anyoneI will accept a Check or reimburse my visa bank card that I am requesting. I have not heard from anyone from Nordictrack as of yet and until I get the remaining money $385 owed back to me this matter is not closed until then. 
Sincerely,
[redacted]

Dear [redacted],I apologize for the frustration you have had with your unit. I would like to send a tech out. This will not cost you anything. I will as send any parts needed for the unit to be fixed. I have question, has the same tech always came out? Or have there been others?

We apologize for for your frustrations regarding this issue. We are very sorry that the parts ordered have been out of stock for this long. We are having a service technician from Fitness Repair contact you and to set up an appointment to come into your home to see if the repair can be done without...

the parts that are on order.  If it is deemed the repair cannot be made without the parts on order we will go ahead and forward your information to our Product Resolution department to have them contact you with to discuss you option of a replacement. Once again we are very sorry. Thank you.

Dear [redacted],Please let me know if you have seen it. I have been assured from the returns manager that this should be in your account. Please let me know, thanks for your patience.

Complaint: [redacted]
I am rejecting this response because: Continuing to wait and provide more patience is not a solution.  The appointment you referenced in your 11/6 response is from the 1st time the tech came out a couple of weeks ago.  He replaced one part, only to find there were more issues with the other equipment.  We just received those new parts (console, control board, power cord) last Thursday afternoon and I was finally able to reach a tech and he is returning this Friday.  If multiple replacements parts and two tech visits doesn't fix the existing problems, I don't see why I should wait for you all to "look at replacements."  Replacements will result in more waiting and more time I can't use something that I am already paying for.  If the tech can't fix these issues, then I believe it's time to part ways with the machines and your company.  If it comes to that, I expect your company to have someone come out, take apart the machines at your expense (I paid for them to be put together) and remove them from my home.  I am sick and tired of throwing money away, which is exactly what I have been doing since September.  I will respond again after the tech visit later this week.
Sincerely,
[redacted]

Dear [redacted], I apologize for the delay on your refund. I do see it has been approved for refund. You need to call this # 1-866-896-9777  They will be able to get this resolved for you.

Dear [redacted], I want to apologize that we have failed to fix your unit. While going over your file, it states it was bought in 5/30/2015. If this wrong let me know. Unfortunately we are unable to do a refund since it wasn't purchased through us. I have no problem sending a technician...

to come fix it for you. I am sorry we didn't send one earlier. This should resolve the issue effectively. I new parts are need I will expedite all shipping. I do apologize again for the delays.

Complaint: [redacted]
I...

am rejecting this response because:As of right now, the company is supposedly in the process of refunding most of, but not all of my money because of this debacle.  I'm not accepting the response given to me, because they didn't do their due diligence by fully looking into my account to see what's going on and based on the response, it worries me that a refund may not be being processed.  I have been told something different each time I deal with this company so there is no trust on my end that the matter will be resolved.  Until I have the refund in hand, I'm not going to be accepting any resolution on this matter.  I was told a refund takes 3-5 weeks, which is ridiculous as well.  If that's the case, I'll have dealt with this matter for well over 2 months.  Unacceptable to me.  I wanted a full refund, but was told that wouldn't happen because the treadmill did get delivered to me and setup.  Regardless, the treadmill was under warranty and stopped working within 8 months of use.  I should have been granted a FULL refund of all money.
Sincerely,
[redacted]