Icon Health and Fitness

Dear [redacted], I am so sorry for what you have gone through with your machine. If you would please call the returns dept. [redacted]. I put a note in your account stating to do a refund for you. Thank you for your patience.

Dear [redacted], I apologize that the parts were not the same color as your machine. Would you please send pictures of the machine. We should be able to find parts to match. Send the pictures to [redacted]

Dear [redacted], I am sorry for how long the unit has been broken. I have approved a PR, you should receive an email on how to get the unit replaced. Please let me know if you don't see it by Friday.

We are unwilling to except this response until the machine has been fixed and the warranty has been extended in paper and received on our end.  Please advise in writing what the process is for extending the warranty and the dates of such. In addition, we would liken a written copy of the "extended warranty" we chose to purchased from you and what items/service are covered.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear [redacted] , I apologize for the delay on getting your weights. They have shipped and should be there soon. The tracking # [redacted]  is Please let me know if you need anything else.

I have already received the treadmill so you do not need to refund me.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear [redacted], I want to apologize for the delay in receiving the rest of your refund. It looks like our computer system flagged part of the credit and it was put on hold. I have gotten that information over to our credit department, please allow 5 business days for that credit to reflect back to your account.

Dear [redacted], I want to start off by apologizing for the poor experience that you have had with your new machine. After reviewing your account, I do see that a new console has been shipped out to you. Were you able to get that installed and get your machine working?If not, what problems...

are you having with the machine now? If the new console does not fix it, we can replace the machine for you.

Complaint: [redacted]
I am rejecting this response because:A...

representative reached out to my wife today. My wife responded twice that they didn't, and my wife did not hear back at all from your representative. Additionally, two Nordic Track / Icon representatives have reached out to the billing department on our behalf. Despite a promise from both representatives that they would be reaching out, no one from the billing department has reached out to us. This response is unacceptable. 
Sincerely,
[redacted]

Hello Mrs. [redacted], I just spoke with our product replacement department and they stated that they sent you an email on March 8th in regards to your replacement but have not heard back.They have gone ahead and sent the email to you again, once we get a response they will be able to move forward with the replacement process.

Dear [redacted], I am sorry for all the trouble with your machine. I have setup a technician to come install the console for you. Please expect a call within 5 business days.

Dear [redacted],I apologize that I failed to tell you, that I had the service switched to a different company. The company is called Fit Service. You should hear from the tech by the end of this week. I am having him go out and inspect the machine.

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]

[redacted],I want to follow up. Have you been contacted? Has the ifit tech help your situation? Please let me know thanks.

Dear [redacted], I want to apologize for the time the machine hasn't been working. I am going to have the tech go out there and try one more time to fix it. If they fail to, I will get the unit replaced for you. I am sorry for the time delay on this.

Dear [redacted], I apologize for the confusion on the workout guide. Some of the boxes were missing it, and there is not on this model to send it when customers call. I have ordered the guide for you, the order # is [redacted]. Please allow up to 10 business days, sorry again for the...

misinformation.

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.
The Key No. They have asked for is #2. It is called the "upright".
Sincerely,
[redacted]

Dear [redacted], I am sorry for all the issues you have had. I have been told a Rep has contacted you and resolved the issue. Please let me know if you still need anything else.

I want to apologize for the lack of communication from our company. After reviewing your account, we sent you an email on 2/5/18 to let you know that unfortunately, we do not have anyone in your area to pick up your machine so you will be responsible for the disposal of it. A refund has been...

issued, reference number: [redacted]. This will reflect back onto your card within 30 days.

Finally had my elliptical machine repaired !!!!!  I will accept your 15% refund  from the total price of the elliptical machine.  Hope it doesn't take as long as the repair. 
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]