Icon Health and Fitness

Dear [redacted],I do apologize that we have failed to help you. I have no problem ordering you a replacement part. Will you please tell me the key # from the manual. I want to verify it before I order it for you.

Complaint: [redacted]
I am rejecting this response because the business offers to make this up to me, yet has provided zero contact information as to how to proceed. Also, to answer the business' questions, the newer models of the ProForm 995i do not support WiFi, only Bluetooth. The older model number that supports WiFi and Bluetooth is PFTL99513. However, my newer model of this treadmill(PFTL99715) only supports Bluetooth. Therefore, the item sold was not as advertised. 
Sincerely,
[redacted]

Dear [redacted],I want to keep this open till you receive the refund.

Dear [redacted],I want to apologize for the problems that you are having with your machine. After reviewing your account and the photos that you have sent over to our customer service team, it does show that the frame on your machine is damaged. This is not something that can be fixed with parts,...

so we will be sending you out a new machine free of charge. You will be contacted by our product replacement department via email within 72 business hours with the next steps in getting your machine replaced. I have also requested that they remove your current machine from your home. If you have any questions you can contact me directly at kylee.f[redacted]@iconfitness.com.

Dear [redacted], I am so sorry for all the issues you have had with your machine. I see you have been working with lanisa. Was she able to resolve everything for you? If you still need please let me know.

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 apologize for the issues you are having with your machine. I see we setup service for you on the 1st of august. Have you been contacted? also have you received the parts that were ordered as well? Please let me know so we can get your machine fixed.

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

because: I really want the x11i. Please find a company that will deliver it to me. I live in a normal house in metro-Denver, CO. This should not be a problem. Also, I should not be required to sign a waiver for damage done to my home for delivery.  There are not special circumstances here and Nordic Track should be able to find a company to deliver the product.
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.
 I took 4 videos of the treadmill with the gym mats removed and the shaking is worse. Sent them to the support tech, Cheyanne, yesterday and am awaiting a reponse.
Sincerely,
[redacted]

Dear [redacted], I am sorry for the confusion on the cancelation of your order. I have spoken to returns and they will do a full refund for you. Please allow up to 10 business days.

Dear [redacted],I apologize that it did not delivered on the 22nd. I see that you have received the unit on the 24th. Sorry for the delay on getting your unit.

Dear [redacted], I am sorry that this is taking so long. I am going to try to get your a refund for this order. Please reject this and respond on Monday. I hope to have answer then.

Dear [redacted],I do apologize that our service company failed to contact you. I have submitted a refund back to you. It will be a full refund, you should see it the end of next week.

Better Business...

Bureau:
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 response is satisfactory as long as it does not indicate that sending the technician out will be the last step. It is simply the first step in attempting to resolve this complaint.They asked how many technicians we've had out to fix the treadmill. We have had two different techs totaling 4 visits, for repairs. I would think ICON's records would already indicate that.  
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.
If I don't receive the additional money that is owed by next Friday, like the company promised me, I will contact you once again. 
Sincerely,
[redacted]

dear [redacted],I apologize for the issue's you have had. I have looked over your file and do sincerely apologize. What I would like to do is go with the parts and service that has been setup. If this fails again, we will do replacement or refund. I will note the account, to...

sure this happens for you. Please let me know if this sufficient.

Dear [redacted],I sincerely apologize for what you have had to go through with your machine. I have no problem getting your machine replaced. I can send your info to our Product replacement team. For the warranty you would have to speak to UTS. They are the ones that are over it. So I...

will send you info to get your machine replaced. Please check your email for steps to finish the replacement.

Dear [redacted],I apologize that we haven't not been able to get in contact with you. I have asked a returns agent to call you. I was told the have left you a message. We will continue to reach out to you, to help on returning the product. If there is a better time or # please let me know.

I apologize for all these inconveniences with your machine. expect a call from out CS dept. We will do what we need to do, to get you machine up and running. I will have the agent contacting you talk to service dept., to get that service ASAP. For the inconvenience, I would love to give you a free floor matt or lube kit.

Complaint: [redacted]
I am rejecting this response because: 1. The responder did not identify himself. 2. He did not identify his company. 3. He did not provide his contact information 4. If he works for ICON Health and Fitness, Inc., Logan, UT, his response stating service would be provided free if the equipment is under warranty is not the stated "Limited Warranty" position found on the back cover of the NordicTrack Elite 12.7 "User's Manual." In the second paragraph of that warranty it states, "For in-home service, the customer will be responsible for a minimal trip charge. My phone call to ICON on March 22 revealed that this "minimal trip charge" is $150. 5. The responder states that he will send parts if I want them. I believe a competent technician would bring appropriate repair parts with him in anticipation of a parts failure being the cause of the problem.I expect a clear statement that a technician supplied with appropriate repair parts will be scheduled to visit after coordinating with me and that the visit will be absolutely free of any charges whatsoever.
Sincerely,
[redacted]