Icon Health and Fitness

Dearr [redacted], I want to apologize for all the issue's you have gone through. I know we have been working with you on this issue. Please let me know how the service goes. Also if you need anything else let me know thanks.

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 pending completion of the agreed to on-site repair by a technician and correction of my warranty dates.Please find attached both my Order confirmation from 1/2/2017 AND Product Registration email confirmation noting the Warranty dates should be:Purchase Date: Jan 02, 2017 Labor End Date: Apr 02, 2019 Parts End Date: Apr 01, 2022                                     For the on-site repair, apparently a fan part was ordered on Dec. 7, 2017 however no parts have been delivered. It is not clear that the issue is the fan part or electrical so kindly advise the technician about this before arrival.
Sincerely,
[redacted]

Dear [redacted], I am sorry that your machine had a issue with one of its parts. I have looked over the notes with your conversations with us. I have ordered a new pulley and belts. They should be there within 10 business days. Order # is [redacted], please let me know if you need...

anything else.

Complaint: [redacted]
I am rejecting this response because: I have sent videos and pics as requested 
Sincerely,
[redacted]

Dear [redacted],I want to apologize that you have had to go through all this. I want to get this fixed asap for you. The order had shipped the tracking # is below. I will also make sure service contacts you this week. Please let me know if this dose not happen. I really do apologize for all this, I want...

to make this right for you. [redacted]

Complaint:...

[redacted]
I am rejecting this response because:
Honestly this is ridiculous. I finally did take delivery on 1/6/17 after 4 different deliveries scheduled by XPO Last Mile including 1 where no one showed up or even called and 3 where they had someone else's order (like a treadmill instead of the freestrider!) AND WHERE IS THE FREE MAT THAT I WAS SUPPOSED GET AS PART OF MY ORDER?? XPO said you ship that separately - but I never received.I also have not received any credit on my credit card as of tonight (just checked again) and someone from your company promised my husband on one of our dozens of calls a $250 visa gift card which also has not shown up.I have no contact person at your company and when I call now no one will speak with me - they say all Revdex.com complaints need to be addressed by "Justin". Can I please have a name and direct dial phone number and email? And can you please then actually call me live and explain 1) when my mat will arrive (offer I purchased from was free mat and free shipping) and when exactly you'll process credit and send gift card?I just want this to be over. Oh and by way, your company also tried to tell me (and I have the email) that you offer better pricing for ifit at time of purchase but I can get a better price on ifit's website - just goes to show what kind of company you are. Just get me what I want and we'll move on. Other wise I'm going to post a long tirade on FB and ask all my friends to share and for them to have their friends share. And then I'll get an attorney involved. No one should have to go through this when ordering a $2000 product!Sincerely,
[redacted]

Revdex.com:Thank you for your service. I have received my refund and would like this complaint closed. I would like to mention...

iFit’s response was improperly worded and nonsensical. There was a statement that my money should be refunded and corrected in my account. But said ...” your money should not be found in your account.” You would think that if a business has intent to do good business they should at least be careful enough check what they wrote makes any sense in reply to a letter from the 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.
Sincerely,
Rachel [redacted]

Dear [redacted], I have gone ahead and registered your product and ordered the bolts that you have requested as well as some additional hardware . The tracking number is [redacted], please allow 3-5 business days for this to arrive.

Complaint: [redacted]
I am rejecting this response because:Technician came last week and replaced the controller. Today, I was walking on the treadmill at 3mph. The belt stopped completely. I pressed stop and start again and the display read 3.0mph and the mileage continued to increase but the belt was not moving. Video proof: [redacted]This issue has now gone beyond what anyone could consider reasonable. This treadmill needs to be replaced or I need a refund.
Sincerely,
[redacted]

I do apologize for the inconvenience. Since you purchased the unit from sears. We are not able to do any type of refund. The issue is your money transaction was through them. They are a authorized reseller. They still are the ones selling the product. The store has a contact they can reach to. Her name is Nova.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear [redacted], I apologize we have failed to get your machine fixed for you. I do see we have a tech setup to finish the repair. IT says you have been contacted and the parts are at your house. I understand the frustration, I would like to see how this repair goes. If the tech fails to...

repair the unit, I have no problem looking for alternate solutions.

Dear [redacted],I apologize for the inconvenience of this order, we have dropped the ball. I have placed a new order [redacted]. You should see this within 10 days. For the inconvenience I refunded your ifit. So we will give you a year free. Once you get your machine email me at...

[redacted]@iconfitness.com. I will reset your ifit for you.

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 that your console was not working. I am sending you a new console. The order # is [redacted].

Complaint: [redacted]
I am rejecting this response because:I checked both yesterday 11/2 and today 11/3 and I still only have a $249.00 credit.The machine was $1700.00.I just called and waited on hold from 12:25 until 12:35 with no answer and hung up.Honestly, this has become the most unbelievable customer service experience I have ever encountered.  You have the brand, new non-functioning machine back.I was told you would process the refund as soon as you had the machine.I would like a refund in full as ICON Health and Fitness promised.
Sincerely,
[redacted]

Dear [redacted], I apologize that you have had so many issues with your machine. What is happening now with your unit? We can get it fixed for you. I also can see if we can get you some time on your account. I would like to make sure we get your machine working before we put more...

time. Please let me know what is needed to be fixed your 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.  The funds were refunded to my account this morning.  It is a shame that I had to resort to contacting Revdex.com for a resolution, but I'm glad Icon Fitness finally set things right. 
Sincerely,
[redacted]

Dear [redacted],I can have the Returns Dept contact you. please provide me your best # and contact time. I wan to thank you for your patience, and apologize for out lack of service.