Icon Health and Fitness

Dear [redacted], I am really sorry for all this, I went and talked to the manager about them not calling. I see they are refunding assembly for you, and it will be assembled Sunday. Let me know if there is more I can do. I am will do what I can to help resolve this.

Dear [redacted], I want to apologize for the poor experience that you have had with our company. A refund for the iFit has been submitted (reference number [redacted]), it was released from our company on 4/02/2018. Please allow 10 business days for this to reflect back onto your TD Bank...

account.

Complaint: [redacted]I am rejecting this response because a repairman hasn't come out in a timely fashion.  The original guy couldn't come out in any acceptable time, only while I was working.  If I had known the part was on its way its possible I could have set an earlier appointment.  So I called and asked if someone could come out sooner.  I was told you could look into a reassign which ended up taking a day and another 2 days for someone to call me when I had specifically told them that I had last Friday off.  Someone called me at 8pm on Thursday night and of course couldn't get out until a week from Saturday.  Meanwhile the original tech was cancelled so I couldn't just use him when we had set an inconvenient but doable appointment Monday mid day.  So Icon has managed to push this to a 6 week repair of a very common part due to institutional delaying and poor business practices.  I personally believe I should be compensated for my warranty in full.  I've spent alot of money and time commuting on days off to my gym at work and its come at the sacrifice of spending time with my free time.  That was the original intent of having a working machine in my house.  Sincerely,[redacted]

Dear [redacted], You should have your refund back into your account. please look and verify that it is in there. We finished our process on the 18th. Please let me know thanks.

Dear [redacted],I have you received anything yet? I am having a Returns agent call you. I want to make sure we get you taken care of. Her name is Sandra. You should hear from her today or tomorrow. Sorry for the inconvenience on all this. I understand the frustration. I want to make this right for you.

Dear [redacted], I apologize that your machine is not working. We are going to send a tech out with parts he requested. I am also going to have him take better pictures of the frame. If the frame is found to be damaged, we can look in to replacement. Hopefully after this visit you will...

have a working machine, or a possible replacement.

Hi [redacted],I apologize for the inconveniences you have received with our unit. Since you have purchased the new unit from sears. We would not be able to do any type of refund. What we could do is a free floor matt. For the inconvenience's. I apologize more could not be done. Thanks.

Hello [redacted], We are aware that you would like to receive a refund for your extended warranty, however, it is a legal contract that our Extended Warranty department has to have a written confirmation emailed to them in order to cancel and refund it. Once they have written confirmation that you want it canceled, they can refund it for you. After reviewing your account, unfortunately, it does look like the main reason for the delay in fixing your machine was due to out of stock parts. Our customer service department was working on locating a part and getting it shipped out to you. This of coarse was not ideal due to it taking almost a month to get you a part for your new machine, however, we did not have any other options or any way to get the part to you any quicker. This is a mistake on our end due to us not having the part in stock. We are sorry for the frustration that this situation has caused you.

Dear [redacted], Thanks for the receipt. I have sent it over to the manger in the returns dept. They will get the credit back to you soon.

Dear [redacted],I have talked to billings/returns. We did first a 5 % refund two weeks ago you should have seen. On top of this we did a 15% refund which you should see soon. This in result is a total of 20%.

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]

Complaint: [redacted]
I am rejecting this response because:  I want a date range of when I can expect a technician to contact me.  I want a phone number of a manager or whomever is handling this complaint on ICON's side.  They need to keep me in the loop not the other way around.  This complaint will only be considered resolved by me once my treadmill is in working order.
Sincerely,
[redacted]

Dear [redacted], I apologize for the inconveniences with your machine. I have sent your info to our Product Resolution Dept. They will send you an email on how to get your machine replaced or refunded. Please let me know if you do not receive an email tomorrow. I do apologize again for...

the troubles you have been through.

Dear Mr. [redacted],Please continue to keep me upto date on your issue. Here are the tracking #'s [redacted]. They should be arriving at your location the week. Please let me know if you have any issues getting service setup. Thanks.

Dear [redacted],I apologize that you have had so many services and repairs. I am going to get your machine replaced for you. You should receive and email with instructions to get the unit replaced. Please let me know if you receive the email.

Dear [redacted], I have spoken to the tech company, they have told me they set an appointment next week. Please let me know how the repair goes. I do apologize for the delay on the repair.

Dear [redacted], I am sorry for how long you repair is taking. I have found a console to send you. It should ship by Monday, and you should have it within a 7 day period. I am sorry it has taken this long, and all you had to do to get it.

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,
Donna-kay [redacted]

Dear [redacted], I want to apologize that we have failed to fix your machine in a timely manner. I have a couple questions, has a new tech gotten a hold of you? We were told two days ago he would. I would like to get a tech out there at least one more time to get this fixed. We do have...

policy's if the machine isn't fixed, we can look into a return or refund. We just have to try a couple times to fix before we go to replacements. Please let me know if you have been contacted, also thanks for your patience.

Dear [redacted], I want to apologize for the poor experience that you have had with our company. Unfortunately, per our return policy that you agreed upon while purchasing this item, you were not eligible for a return at the time that you contacted our billing department.In order...

to return a machine, you would have needed to contact  1-866-896-9777, within 30 days of receiving the product. Per the return policy, this is the only number/department that could assist you with a return. Because you did not speak with them within that tie frame, we are unable to return your machine. RETURN POLICYWe give a 30-day trial period on all products. If you are not satisfied for any reason please call 1-866-896-9777 to set up a return. If you were not charged for shipping on your initial delivery you will only be charged for the return shipping. A 10% restocking fee is also charged on all returned or canceled merchandise (unless the merchandise is defective). Returns must be arranged within 30 days of receiving the product. You must receive a Return Authorization number from us in order to return the product.The following information is required to obtain a Return Authorization:A. Model numberB. Serial numberC. Accurate reason for the products being returnedProducts being returned must be disassembled and packaged in the original box or comparable package. If you do not have a box, we can provide one for you.Icon is not responsible for the disassembly of the product. Once the product is packaged, take it to your curb and we will send a freight carrier to pick up your machine. Upon receipt at our warehouse we will refund the purchase price (price of machine plus tax) less the restocking and return freight fees. All products must be returned in good condition and with all paperwork, parts and accessories or an additional 10% charge may be added.You can expect a refund in the same form of payment originally used for the purchase within 30 days of our receiving your returned product. Once a Return Authorization number is issued, the product must be returned within 30 days of the issuing date or the Return Authorization number will become invalid. If we are doing an exchange of your product, the unit being returned must be received back to Icon within 30 days from the delivery date of the new machine or you agree to pay Icon the full retail cost of the machine.What if I want to cancel my order after it has shipped?We will refund the purchase price (price of the machine and tax) less to and from shipping charges. If you were not charged for shipping on your initial delivery you will only be charged for the return shipping fee. If your product(s) has shipped (even if you have not received your machine or if you cancel the order after it has processed, but prior to it being delivered) return shipping and restocking fees will applyDo you deliver on weekends?Deliveries are not made after 6:00 pm or on the weekends. If you have any questions about this, please call 1-866-896-9777.