Icon Health and Fitness

Dear [redacted], I am so sorry for how long it has taken to repair your machine. I looked at your file and a tech was suppose to go yesterday. Please email me at Justin.L[redacted]@iconfitness.com, about the visit. Also if you want a quicker reply please email me. I will make sure you get all...

your needs taken care of.

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.
Icon Fitness/ Nordictrack finally applied the credit back onto my credit card. It's a shame it had to come to this. This company needs to do some serious soul searching regarding the shoddy product they sell, and their excessively poor customer care.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: although the appointment went well, the kickstand for storing the treadmill was deemed defective by the technician and the knob to hold the wire in place in its housing was not sent with the new wire/part.  I have not heard from you regarding this and the technician said he would fill out the notes about this issue.  I would like a free extended warranty which includes parts, labor and maintenance for the treadmill.  Anything less will be unacceptable. Thank you.
Sincerely,
[redacted]

Dear [redacted],  I want to apologize for the poor experience that you have had with your machine since you purchased it. I have let our product replacement/refund department know that we will be either refunding or replacing your machine free of charge. Please allow them up to 5...

business days to contact you via email with the next steps in the replacement/refund process.

Dear [redacted],I want to apologize for the poor experience that you have had with our company while attempting to get your new machine working. I have gone ahead and ordered the replacement parts needed (tracking #[redacted]), please allow 3-5 business days for these to be delivered. Also,...

a tech will be contacting you within 3-5 business days to schedule an appointment to come out and install those parts.

Dear [redacted],Unfortunately, we are unable to provide you with a console that we no longer produce.  Web browsing is a feature that we are currently working on getting added to our new consoles, but we do not have an eta for when that will be completed at this time. Because we are unable to fulfill your request to replace the machine with one that has web browsing capability, I have gone ahead and started the refund process on your current machine. That way you have the option to find a new machine that does have the web browsing capability available. You will be contacted via email by our product replacement department within 72 business hours with the next steps in getting a full refund.

Complaint: [redacted]
I am rejecting this response because: Made 200 phone calls and chat, they discriminated me.. UNETHICAL, ITS A SHAME FOR BIG COMPANY TO DO LIKE THIS!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I still have not received a refund as of Monday, December 4th, 2017 12:19PM CST. 
Sincerely,
[redacted]

Dear [redacted], I am sorry for how long it has taken to get your refund. I see it was processed on our end the 25h. You should see it any day. If you do not see anything by Wednesday please let me know.

Dear [redacted], I want to apologize for this, it is taking to long for a return. I see notes they called you on the 3rd for the return. Have you setup a time yet?

Dear [redacted],I do apologize for the inconveniences we have put you through. I am sending you account to our product resolution department. They will send you an email on how to get the unit replaced or refunded. If you do not see it by Friday let me know.

Dear [redacted], I want to apologize for all the trouble we have caused you. I have been promised the fees will be waived. Billings also said they sent you an email to confirm this. You should get your refund any day now.

Dear [redacted],I apologize for the late response. I am sorry I was not able to over night the part. It looks like it shipped on Thursday. If you come across anything else you need ordered, let me know I will expedite them for you. Sorry again for inconvenience.

Complaint: [redacted]
I am rejecting this response because:  Justin from ICON Fitness called me on Thursday saying he'd give 10% refund & 2 years of Ifit.  I've tried calling the number he left at ###-###-#### several times and all it does is ring, and get no voicemail.  Please provide convenient times in Central time zone that is convenient for me to call and get the details on how to obtain the 10% refund and 2 years of iFit membership or an e-mail address that I can easier communicate with Justin or ICON.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not yet received the refund.
Sincerely,
[redacted]

Dear [redacted], I am sorry the agents have not setup service for you. I have requested a tech to fix your machine. Please allow up to 5 business days for contact. Also for the warranty, what was the purchase date exactly. I can make sure it is the right one on the file.

Dear Mr. [redacted],After reviewing your account, I want to apologize for the frustrations that this situation has caused you. Shortly after you purchased your machine, we released a new updated console (the one that was sent out to you after the fan broke on your original one). This...

console has the same feature that the previous version did, but instead of having the buttons shown on the console, they are available through the touchscreen. I have attached a copy of the updated user's manual, this will show you how to access those options. Unfortunately, we no longer produce the console that came on your machine so are unable to fulfill your request to replace your machine with the original console.

Dear [redacted], I apologize no one has replied back you. I can get you helped. What is your machines model#, it should be located on the front of the manual. I also need the serial #, it will be located on the bottom of the bike. Also please let me know what part is broken. I can order a...

replacement for you.

Customer was sent parts and service, Machine was stated from tech to run at sepcs.

The part has shipped on the 31st. It is shipped from Utah. Since you are located in NV, you should have it this week. Unforantely the agent sent it without tracking. My name is Justin L[redacted]. I have a direct email [redacted]@iconfitness.com. Like said I am following this. Let me know if you do not receive it this week.