Icon Health and Fitness

Complaint: [redacted]
Thank you for responding.  The incline function needs to be re-calibrated.  When running exercise programs, the incline/decline is completely off.  I also tried the re-calibration function in the maintenance menu but this does not help.  All else works fine.  Please let me know what additional information you need to schedule a service. 
Thank you,
[redacted]

Dear [redacted], I see you have received the part that was out of stock. Can you please affirm to this, also do you need anything else? I will help you as quick as I can.

Dear [redacted],Please let me know how your repair went. If there are any issue's please let me know as well. Thanks.

Dear [redacted],I want to apologize it has taken so long to reply. I have been waiting for the tech to let me know what is going on. He is stating the machine was fixed. I don't know if this is true or not, so what I will do is authorize a replacement. You should get an email by Friday,...

with instructions on this.

We apologize for the frustration you have experienced with this issue. We have submitted your file over to our Product Resolution Group. They will send you an email with further instruction to discuss your options. Once again we are very sorry.  Thank you.

Complaint: [redacted]
I accepted your proposal by giving the repair technician until Wednesday (today) to contact me as you requested. Unfortunately, I did not receive a phone call from the repair technician. (This response indicates that I rejected your proposal, but I am just trying to explain that it did not solve my problem).Before even receiving your response to my Revdex.com complaint, I had already reached back out to customer service to give it one more try. I have made every reasonable, good faith effort to have the elliptical repaired.Ultimately, I just want to be able to use my elliptical. I cannot get basic cooperation from the repair technician. Respectfully, my warranty is about to expire, and I really feel like I am just getting the run-around. Now that I have given the repair tech another chance to no avail, will you please just send me a new elliptical. I can assemble it myself. I never ask for anything for free! I just want to solve the problem and bring this issue to a conclusion. Thanks
Sincerely,
[redacted]

Dear [redacted],I understand why you would have doubts on my time frames. I can promise you that I am giving the best info for you. If you could you get me the type device you will use for the app. I could get you more specifics. Are you going to use IOS or Android? If you can let me know, I will talk to the mobile devs. I know this is the top priority for the company right now. I have also let them know of this complaint. Please let me know this and I will get a better time frame.

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. However, I can see that one part for this repair is backordered, and in my experience with this company, parts may be backordered for many months. I accept the resolution with the caveat that the backordered part be shipped within the next seven business days.
Sincerely,
[redacted]

Dear [redacted]I fully understand not wanting to close this until the refund. I am working with the returns manager to get the refund as fast as possible. I will send you an update when I can.

Complaint: [redacted]
I am rejecting this response only because I need the actual terms of the warranty in writing, what is covered and dates to which it is active.  Thank you for resetting the iFit until Jan. of 2019 and I do accept that with thanks
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me but I am forced to accept the resolution as it stands. I hope they revise their business practices with regards to people being able to view available content they have purchased regardless of a monthly membership fee. I will never do business with them again. Take for instance Amazon Prime, I purchased content through their website and it is available to me regardless of my membership status with them. I will certainly take this experience into consideration when purchasing fitness equipment in the future.
Sincerely,
[redacted]

Hi,I apologize for the inconvenience you had received. I have ordered service and a new eddy mech. Please allow up to 5 business days to get contacted from the tech. Also please allow up to 10 business days for the part. It will ship from Utah. Sorry again for the issue's, I hope your unit will be...

up and running soon!

Dear [redacted] I apologize that we have failed to get your machine delivered to you. I have canceled this order and we are going to refund all the amount. You should see the refund by the end of the week.

Revdex.com:To confirm, I will receive my remaining 2 service calls at no additional charge to me. If this is true, I will accept this settlement. 
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]

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]

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.  A refund was credited back to my account, and I thank them for their timely response in resolving this matter.
Sincerely,
[redacted]

Hi,NVQ Logistics picked up the machine yesterday.  Sandra did call me and was responsive.
Complaint: [redacted]
I am rejecting this response because:I have not received the refund yet.  When I receive the credit back to my account I will accept and closemy issue with ICON.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me.  I expect ICON to honor their promise for a full refund for a defective product.  How do I get in touch with the person from ICON.  How am I supposed to respond back to the message from ICON?  There is no name, phone number, or email address. They want my hone phone number, but they have it.  Will I just end up calling phantom  phones?
Sincerely,
[redacted]

Dear [redacted], We have requested to get your account refunded and settle as fast as we can. We hope to see your account refunded by next week. Once it is, fortiva should refund your money. If you still want to do a better machine email me at Justin.l[redacted]@Iconfitness.com I will see what...

we can do for the trouble.

Dear [redacted], I apologize for the inconvenience with your machine. I have added removal to your order. They will come and remove the machine for you. Please let me know if you need anything else.