Icon Health and Fitness

Dear [redacted], I am sorry for the issue's you are having. I have spoken to the manager over UTS. This is his reply "In regard to the customer dispute for [redacted], we will respond to the facts of the customer dispute.  The customer purchased a UTS Service Plan which...

includes annual maintenance checks once per yer at the customers request.  The purchase price of the service plan was $184.99, the plan was purchased from Sears on 10/24/2013.  The customer received a completed service on 10/8/2014 for year 1.  Customer then requested maintenance service on 10/20/2015, service was not completed unfortunately and the technician assigned to the customer no longer worked for the technician company and the service was missed.  UTS offered to complete the service to fulfill the agreement and honor the third year service as well providing the customer with the full coverage offered by the agreement.  The customer refused and requested refund of the agreement.  Per the terms of the agreement by cancelling the agreement dating back to when service was requested there is no refund amount due, by offering to waive the cancellation fee the refund amount is still a negative balance.  Purchase price of $184.99 less the cost of service for the first year maintenance service $75.00, less the cost of days expired leading to 10/20/2015 ($0.17 per day for 726 days equals $123.42), less the cost of parts (motor belt/ walk belt lubricant/ shipping cost total $15.90), total amount of fees $214.32.  When we deduct the cancellation fee of $18.50 from $214.32 the refund amount is -$10.83.  The customer is due back $0.00 as a result of cancelling his UTS Service Plan and UTS offered to honor and uphold the 3 eligible services under the agreement.  Since the customer proceeded with the cancellation of the agreement there  is no longer an active service agreement with UTS.  For further information as needed please reply." Please let me know if there is anything else you need.

Dear [redacted], I apologize it has taken this long to refund your money. I have been told Fortivia, the money is back on the account. Please check and send me a screen shot if it isn't.

Dear [redacted], I am sorry I miss read your situation. I see your refund cleared us on the 4th. Please allow few more business days for it to clear your bank now.

Dear [redacted],I have spoken to our returns dept. They have given a full refund on the machine and ifit. The only item that was not refunded was assembly. I will get assembly added to the refund for you.

Hello [redacted], I want to start off by apologizing for the poor delivery experience that you have had so far with our company. I have gotten in contact with the managers over the shipping company and let them know that we have a signed proof of delivery to there company. We do have to allow them...

72 hours to locate the machine on the doc and contact you to schedule a delivery. If you do not hear from them within that time frame, please contact me directly at kylee.f[redacted]@iconfitness.com.

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]

Complaint: [redacted]
I am rejecting this response because: I have been contacted by ICON and they...

informed me I will receive a box in 7-10 business days and after I box up and send the unit back they will credit my payment. If this IS done, I will withdraw the complaint, but unless and until I receive my full payment credited, I would like this complaint to remain active. I am cautiously optimistic that I will receive my purchase price returned, but it did take a BB complaint for anyone at ICON to contact me.  Thank you
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm being offered less than a 15% refund.  I'm not sure how this is fair.
Sincerely,
[redacted]

Dear [redacted], I apologize that the order process is different. The reason we want people to register before buying anything, is to lower returns. A lot of customers will order the wrong parts for the model and/or the version #. I understand that are normal CS queue has been longer, it is because it is our busy seasons. Usually most of time it dose not take long to call in. Also we have special # for techs ordering parts. It is 888-851-9413, please use this to order parts.

Dear [redacted],I apologize for the inconvenience you are receiving with your machine. I see a order has placed to get the unit fixed. What I would like to do is try to get it fixed this one time. If the technician is unable to resolve the issue. I will go with replacing the unit. Please let me know is...

if this will sufficient.

I apologize for the issues you are having with your treadmill. I have setup service and incline motor. You should hear from the tech within this week. Please let me know if this fix's it or not. I will also follow your file as well. Thanks for your patience.

Complaint: [redacted]
I am rejecting this response because:
It’s now 02/21/2018. I ordered on 1/25/2018.  They have not called me to setup delivery. 
Sincerely,
[redacted]

Dear [redacted], I want to apologize that your machine has not worked since you have received it. I am doing a product resolution for you, which means you can get a replacement or a different unit of same value. You will receive an email this week with the steps. If you do not get the...

email please let me know.

Mr. [redacted],I want to apologize for the frustration this situation has caused you. I have gone in and cleared all of your billing information on your iFit account, so you won't be billed again. I have also issued a $100 credit back to your card, this will more than cover the amount that you...

were charged. The reference number for this is [redacted], please allow 10 business days for this to reflect back to your card.

Complaint: [redacted]
I am rejecting this response because: The technician finally called on 6/30 in the afternoon.  He said that he would be in our area on July 5th and that he would call on Sunday July 2nd with a 2 hour time window of when to expect him.  He did not call back on sunday, and we dont want to close this complaint until the treadmill has actually been fixed.  
Sincerely,
[redacted]

Dear [redacted],I have spoken to the manager over returns. She said she will do the full refund. I was reading the notes and I think it said you card has changed from original purchase. Is this true?

Dear [redacted],I have submitted a credit return to your card. Please allow upto 2 weeks thanks.

Complaint: [redacted]
I am rejecting this response because:
The initial order was placed on 11/27/2015 and after pursuing with so many people in ICON, courier companies, today after 27 days your are informing me that new treadmill has been reordered. As a damage for the time I spent on pursuing the issue and amount I am spending towards fitness center for me and my family, I demand $2000 as penalty on ICON Health.
Sincerely,
[redacted]

Dear [redacted] ,I apologize for the delay in getting a response. Has you machine been delivered and assembled. I see you spoke to someone about this. Please let me know what the status is on this. If it hasn't I will make this #1 priority and get this resolved.

Dear [redacted], I apologize for the wait on the console. I can setup service. I just need to know exactly what is going on. I have to give the tech notes on this. I do have notes on file, that state the console screen had lines and button stopped working. If this is true it would need to...

be replaced. So please let me know, because I would to get you helped.