Icon Health and Fitness

Dear [redacted],I apologize that you have had so many issues with your bike. I have let informed our returns dept. of your situation. You should be getting a call from them today or tomorrow. They are very good at resolving issue's like this. Please let me know if you are not contacted. Thanks.

Dear [redacted], I am seeing they are scheduled to delivery the unit today. Were you able to get it ?

Dear [redacted],You should receive a call within 20 minutes. Her name will be Sandra and she will be able to get you helped out. Sorry for the inconvenience.

Dear [redacted],Your refund cleared through our company and was sent over to your bank on 2/13/18, which was within the 30 days that you were originally quoted. If you are unable to see your refund, you will need to contact your bank directly.As for the delivery, I am unsure where you are getting the information about delivery taking up to 3 weeks. Once you purchase a product online from ProForm.com, this is the confirmation email that you receive. The tracking information then takes you to tracking.getconvey.com and will display the following information regarding shipping time frame. You were contacted for delivery within the time frame that was stated in the photo above. From there it all depends on when the delivery company can deliver the product to you. We do not provide a time frame for this due to the fact that it depends on the delivery companies availability. There are times that we do not meet the time frame that we advertise due to multiple things that could go wrong during the shipping process. (Weather delays, lost or damaged equipment, etc.)When a machine is not delivered within the promised time frame, the customer can return the machine if they wish under our 30-day money back guarantee.

I apologize for the issues you have had with out machines. I talked to Audra and we looked into was it wasn't delivered yesterday. It seems it was a little behind scheduled. You should be contacted by the delivery company anytime. I apologize for the issue again. I can look into what we can do for...

compensation for the issue's and time spent on this.

Dear [redacted], I apologize for the delays on getting your machine fixed. If the tech is unable to repair the unit, I have no problem looking in to a refund.

Dear [redacted], I sincerely apologize for all the delays on your machine. I am looking at the notes right now, and Billings is ordering a new machine for you. If you want I can get it canceled and do a refund, or I can keep the order. Please let me know, I will do what ever I can to make...

this easier for you.

Dear [redacted], I am so sorry that our delivery company wasn't prepared for your installation. I have sent this info over to our shipping manager. I am putting in a request for a refund for the white glove assembly. You should see it within 10 business days. Let me know how the repair goes.

Dear [redacted],I apologize that we have failed to deliver your unit on time. I have talked to a shipping company. They stated they can deliver it as soon as the 9th. You should have a call from them any day. I can request for another 100 credit for the troubles. Sorry for the inconvenience.

Dear [redacted], I do apologize for the length of time for the firmware; I have been talking to the developer. They state it should be out "soon". I really understand the frustration with not having the product working. My first step in resolving this is giving you a free year of ifit. If...

we start taking too long, I will go with a replacement. I know you have waited a long time already, thanks for your patience. Just give us a little longer. If it doesn't happen I will make sure we get a new machine out to you. Please provide me your IFIT info so I can add the time thanks.

Hi  I have placed a order of a controller for free for you. The order is  [redacted]. Please allow up to ten business days to receive the unit.

I apologize for this inconvenience. Please let me know the parts you need. I will send them out to you ASAP. Thanks

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and if my delivery is made on the 9th and I receive $100 credit, then I will accept the response. Not until this occurs.
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:This is the same response I received last week.  Tomorrow will be the second Friday.  Will I now be receiving this same message every Thursday? It has now literally been months since I have contacted company and still have no resolution.  How is it acceptable for a company to behave this way?
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 apologize with the time is has taken to repair your machine. I have upgraded the shipping to the fastest possible. You should see the part ship this week. I do apologize for this. I will watch your account as well to make sure it is fixed.

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 see we have a tech setup for you. I see notes on the 21st, he reached out to you. Has he set an appointment yet? Has he been out? I just asked for more info from the tech.

Dear [redacted], I apologize for the delay on the response. I have sent your info over to our product replacement team. You will receive an email on how to get it replaced. Please email [redacted] to get your time added on to ifit. I am sorry for all the issues you have...

gone through.

Dear  [redacted], I see the pictures uploaded. The parts have been ordered on the 9th. I see the...

frame is out of stock, but we should get it any day. Since you are under UTS warranty I will need to speak to them on extensions. Here is my email Justin.l[redacted]@iconfitness.com, just in case this gets closed. Let me know if you have more questions.