Icon Health and Fitness

Dear [redacted], I want to apologize for the poor experience that you have had with your machine and our customer service department. I have gone ahead and let our product replacement department know that we will be issuing back a full refund on your machine. Please allow them up to 5 business...

days to contact you via email in regards to the next step in the refund process.

Dear [redacted],I want to apologize for the difficult time that you have had while trying to get your old machine removed from your home. After reviewing your account, I see that unfortunately, we do not have anyone available in your area to come and pick up the machine so you will be responsible...

for the disposal of it. Because this machine has been "returned" all warranty has been voided on it.

I am sorry from the inconvenience you have received. I looked into your file in our system and I see we have sent service. Have they been able to resolve the issue? If not let me know and will send a tech ASAP for you.

Dear [redacted], I do apologize for the inconvenience with your machine being down. What I can do for you is replace your machine. We usually go with parts and service, but understand your needs. I will approve replacement to be ordered for you. Please let me know if this is okay with...

you. I will order it when I get a response. If you want you can contact us to this email [redacted], Let use know thank you.

Dear [redacted],I want to apologize for the inconvenience you have received. I am having our return dept. calling you. Please let me know if they did call you. Also if you have better contact #'s let me know. I will get...

you take care of as fast I can. I want to fix the experience you have received.

Revdex.com:Yes the machine arrived today and they set  it up. Thank you for taking care of this matter 
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 for the lack of customer service from our rep. I have looked into this matter and have found we have the wire harness you need. It should ship out tomorrow. If you like I can setup a tech to install this part for you aswell. If you still want return, you would have...

to talk to point of purchase. I do apologize for all this.

Dear [redacted], I understand the weariness on closing your case. I want to give you the tracking # to your new machine. [redacted]. Please let me know when it gets there and if you need anything else.

Dear [redacted], I am so sorry for how long this is taking to get your machine fixed. I have been promised you would be contacted by today. If you do not please let me know thanks.

After reviewing your account, I want to apologize for the poor delivery experience that you have had with our company. A full refund was issued on 2/7/18 the reference number for this is [redacted], please allow 30 days for this to reflect back to your account.

Dear [redacted], Thanks for the email. We are doing a full refund for you. We are adding it to our hot list, which means a quicker process. Please allow up to 10 business for the refund to show.  If you don't message us through this, or the email I provided you to Justin.

Dear [redacted],I want to apologize for the inconvenience you have had with your unit. I also apologize for the part being out of stock to repair this unit. I see that part has been received by you. Has it been installed? if so is it working?. Unforantely I can not replace the unit now, since it...

is fixable. What I can do for you, is not your file. That if this breaks again we can go the route of replacement or refund. Please let me know if you need anything else.Thanks

Complaint: [redacted]
I am rejecting this response because: I did not ask for a refund. Your company said they refused to ship me another machine. I do not have a problem with MDX shipping it here  but I do have a problem with Spirit Delivery doing the in home service as they dropped the original treadmill while being very unprofessional then accused me of making a comment about one of them being Spanish and that was a lie. One guy was on the phone while the other guy by himself was trying to move a 350 pd machine. I asked for both of them to carry it before he dropped it and he ignored me. They also wanted to block other cars in while they pulled the machine out of the truck and I told them they had to park in the visitors spot which was across from my apt so they were being nasty. After he dropped it I got really upset and they started putting it back in the truck and said they refused to take it in my house even though I told them to do so to see if it was damaged. It is your responsibility to get someone to bring to my home and not mine and telling me they are the only ones in the area is a lie as this is a large metropolitan area and why would you use a service that is one hour from my house. Work that out and I will reorder and I want to be given a discount for all the [redacted] that I have been through. It took the machine 3 weeks to get here, your reviews on the Revdex.com and Google are horrible and so is Spirit Delivery. Just because you are the only ones that have IFit you are banking it will get you afloat but look at Sears now. That will be you someday if you keep treating everyone so bad.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] to refund the full amount of $1887.84, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The girl which was stated that I was working with Lanisa, I spoke with her 1 time on the...

phone. After setting up my Ifit acct, I emailed her asking how I get access actually on the treadmill and I received an email back telling me to refer to the information from the web page. So no I don't think that calulates working with someone plus setting up an Ifit acct is not the issue. Who actually can handle with complaint is unknown? My complaint has not been addressed. One if the problems with this company is not addressing the issues.

Dear [redacted], I do apologize for the inconvenience we have put you through. I have spoken to returns and they will honor a return for you. Please call 1-866-896-9777, they are open 8-5 mst. Please let me know if you need anything else thanks.

Dear [redacted], I was contacted by the tech yesterday, he states the service order is complete. Is this correct? Please let know if you need anything else.

Dear [redacted], I am so sorry for the how long it has taken to get your machine fixed. I have approved for a replacement unit. You will receive an email with instructions, you should have them ether today or tomorrow. Please let me know if you need anything else.

Dear Mr. [redacted],I apologize for all the delays in getting your machine fixed. I understand your frustration with this machine. Especially since it was a Christmas gift. I am going to have a returns agent call you to get this resolved for you. You should receive the call today or tomorrow. Thanks .

Dear [redacted],I apologize that you had to go through some much work on a new machine. I am glad to see you have gotten a replacement ordered for you. It looks like it shipped on the 24th. If you have any questions or need help with anything please let me know. I