Icon Health and Fitness

After reviewing your account, I want to apologize for the poor experience that you have had with our company. I am unsure why the deliver company initially scheduled an appointment and never showed. I have personally gotten in contact with the shipping company and they have located your...

machine on the doc. They stated that they will call you today (2/7/18) to schedule a delivery. If you would still prefer to return the machine, please let me know.

Dear [redacted], I apologize for the part being out of stock. I have submitted a ordered to be built for you. It should ship out this week. I also upgraded the shipping to 2 day mail. I do apologize assembly didn't do a good job, I have submitted a refund for the assembly. You should see it...

this or next week. Please let me know if I can do anything else thanks.

Dear [redacted], I want to apologize that your machine has broken. I also, I am sorry for how long the part is taking. I have approved for a replacement unit. You will receive a email on Monday with instructions on the replacement. If you do not see a email please let me know.

Dear [redacted],I apologize that we have not been able to repair your unit. I have setup service for free for you. The S/O # is [redacted].

Dear [redacted]  I am sorry we took so long for a reply. Have you selected a new unit yet? Do you need anymore help? Please let me know so we can get this resolved for you.

Dear [redacted], I apologize for how long it took to get your part. I found one and shipped it 2 day. I see you got it today. Please let me know how the part works for you.

Dear [redacted], I have submitted 10% refund back to you. You should see it end of next week. Please let me know if you don't.

Dear [redacted], I fully understand why you want to keep this open and please do. I see we have you scheduled for today. Please let me know how the repair goes. If this does get closed, please email Justin.l[redacted]@iconfitness.com.

Dear [redacted], I am so sorry that we failed to get you your machine. I looks like the machine was lost in transit. What I can do is get a new order put in ASAP for you. This order should take no longer than the 14 business days quoted. Please let me know if you want to place a reorder.

Complaint: [redacted]
I am rejecting this response because:You are correct concerning cancelling, the machine was to re-arrive Friday February 5th, the following is what occurred:  Last Thursday February 4th around 8:00AM I received a call from Atlantic Transport; they asked me for help in getting in contact with Proform concerning getting a 3rd person to help with the Whit Glove Delivery. Atlantic had been there the prior Friday; decided that they could not deliver with just two people. I called Proform and after about one and a half hours later I got an agent to send an email to NVC Logistics, in regard to Atlantic Transport needing more manpower for White Glove Delivery, I was cc'd on that email. I next called NVC; after another long on hold session, I explained the situation; made sure that they had received the same email that I had. NVC had received the email, but would not accept that email because it was not from an authorised individual concerning manpower. NVC said that they would call; call me back, which they dis at about 11:00am that same morning, NVC also contacted Atlantic Logistics in the same time frame. At around 12:00AM I received a call from Atlantic Transport that they would NOT be delivering on the 5th because the trucks for the 5th were already loaded, and that they would not be delivering in my area again until Friday the 12th. I called NVC Logistics, the company who Proform contracted for delivery; after another long-time on hold, I finally spoke to a human, and they stated that, there was not a thing that they could do. I then called Atlantic back, asked for the owner, by then it was around 12:30, he was at lunch; I left him a voice message. He did not return my call, I called him again around 3:00pm and he pretty much said, sucks to be you. I then told him to keep the machine. I have NOT ever contacted the Revdex.com before. I am 60-years-old, I am the president of a small corporation in my professional life, I am a civic minded citizen and hold an elected position within this small district, and I have to say that in all of my dealings I have never been as frustrated as I am right now with this whole mess. I suspect you do not know this, but that tread-mill has been in Portland Maine, one hour from where I live for 5-7 weeks. It has been in my driveway two times, once by Atlantic Air Freight, a LTL freight delivery company, and once by Atlantic Transport a White Glove Delivery company.I just received another call from Atlantic Transport concerning this matter.... you should really contact me and we should have a conversation.  You can email me directly at: [redacted]
[redacted]
[redacted]

Dear [redacted],I do apologize that you had to go through so much to get your machine repaired. I do see we are doing a product replacement.  Have you been contacted by them? If not their # is PR Pend/App ###-###-####. Please let me know if you need anything else.

Dear [redacted], I am sorry that our shipping team is not doing their job. I have placed a refund for you, for the white glove. Has the company came back out and setup 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. 
A
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]

Dear [redacted],I do apologize for the issue's you are having with your machine. I am going to talk to the returns manager to see if we can get this returned. We do have 30 day return policy, but since are so close I think we can get a return for you. Please respond back to me, to let me know if...

your okay with this.

Dear [redacted],I apologize that you have received your refund yet. While I was researching, why it hasn't been refunded. I found a glitch happened between us and Paypal. We have pushed it though again on our side. Now Paypal just has to follow their process to finish the refund. What I have...

been told it can take up to 10 business days for the refund.  So the good/bad news is you should have it no later than that. Sorry for the delay.

Hello [redacted], Your account shows that a new console was sent out on 3/06/18 with a scheduled delivery date of 3/13/18.

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 business has opted to credit back $468 of the original purchase price and shipped it out the same day I received a personal call from an employee. I have an estimated delivery date of 3/28 and so issue has been resolved. They've also indicated that they are going to review marketing practices.
Sincerely,
[redacted]

Dear [redacted],I am looking over your account. and I see a PR has been submitted. If I am reading this right, you should be getting your machine replaced. Is this what you have been told. Please let me know. Thanks,

Complaint: [redacted]
I am rejecting this response because:I appreciate you looking into it, but as mentioned, until the money is received I won't be accepting your response.
Sincerely,
[redacted]