Icon Health and Fitness

Dear [redacted] [redacted],I apologize that we have not answered your call. I am going to have someone call you, to get refund of your warranty.

Dear [redacted], I am sorry that this has taken so long, to get your machine fixed. I see we have setup service for you, and they are not able to get a hold of you. If you can provide me with the best # form them to contact you. Also I have no problem extending your warranty for the 6 months...

its been down.

Dear [redacted], I apologize for not getting you service. I just have a few questions about the issue. How loud is the noise? Does it sound like a jet taking off? Is the belt rubbing any were? Is there any visible damage on the belt or the walking rails. Please let me know, because I need...

to give notes to the tech, before he will go out.

Dear [redacted],I want to apologize for the poor customer service your have received. I have pull the call and listen to for quality purposes. I have sent it to the director of Customer Service. I do apologize for what happened. Since you purchased the machine from walmart we are unable to swap it...

out for you. What I can do is send any parts and service expidted. I also can send a free floor matt for the inconvenience. Please let me know how your repair goes.

Complaint: [redacted]
I am rejecting this response because: I did it online.  Once the approved message was displayed and it automatically closed and returned to the vendor's website.  There was not follow up email or us mail communication.  The first communication received was the first month statement that had no indication that I was not approved for the deferred interest. It was not until the seconds statement that I was made aware that I had not been approved for the deferred interest when I called customer service. I was promised a call back between 4-5 business day and it has been over 7.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My number is [redacted]. 
Sincerely,
[redacted]

Dear [redacted], You should get a call tomorrow, or Wednesday. Let me know if you do not.

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:The machine has been registered at Proform.com. Was registered within a week of owning it. Do I need to register it again?
Sincerely,
[redacted]

Replying to keep this open.

I did not receive any email confirmation nor any notice from UPS for...

coming parts! I don't believe you send out anything to me! Please provide solid confirmation number or UPS tracking number. This machine is down for 3 months now! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear [redacted], I apologize that you were not informed of the return fees when you talked to us. On our website the return policy can be found in terms of use. When you purchase the product you agree to this policy. I apologize that you didn't know about it, but it is our policy....

(https://www.ifit.com/returnpolicy) is the link to the return policy.

Dear [redacted],I apologize for the delay and confusion we have cause. I spoke to the returns manager. The delivery was not notified of the return this Is why you were called. Just refuse the order and it will come back. Also the refund was submitted the 21st. You should see the money in your...

account no later then the end of next week.

Complaint: [redacted]
I am rejecting this response because:While the company may choose to deny the warranty claim based on a gray area in the legal definition of original consumer, I propose this is a poor business practice and certainely not cemented as fact in case law.Wouldn't the manufacturer want to stand behind its product through warranty to protect the significant resources it has invested in branding and reputation? From my research if the manufacturer decides to exclude warranties for gray market products, there should be a clear articulation of this policy in the written limited product warranty. In my opinion this was not demonstrated in the warranty information I received nor is it expressly stated on your website. The company's target should be unauthorized resellers not the consumer who believed they were purchasing a new product backed by a reputable company's warranty. From the communication I have received thus far it is apparent Icon Fitness does not fully stand behind the quality of equipment they market.
Sincerely,
[redacted]

Dear [redacted],I apologize for the inconvenience we have put you through. I have talked to Tyrel, he has done credit requests. You should see your money back no later then the end of the week. You will be getting a full refund. I do apologize for all this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and two days passed today on 12/16/2015 but I neither get any phone/email response from the business i.e ICON Health and fitness nor from last mile delivery company i.e NVC Logistic.
Sincerely,
[redacted]

Dear [redacted],I will make sure to follow this through for you. If you keep me in the loop on this issue. I will watch you account as well. I promise I will get you taken care of.

Complaint: [redacted]
I am rejecting this response because:The business did not offer...

me a satisfactory solution to my problems. They offered to ship me parts for the machine, but I already have the parts. What I asked for was a technician to help me put the machine together, since the company refused to provide me over-the-phone help or written instructions for assembly of these parts and the technician I spoke with maintained that the company didn't even have these instructions. Improved reading comprehension from the company would also be a bonus, but I suppose you can't have it all.
Sincerely,
[redacted]

Dear [redacted], I apologize for the lack of contact from out email team. I have setup service for you, you should hear from a tech within 5 business days. I have sent parts as well, new roller. Please let me know if you need anything else thanks.

Thanks for letting me know. I am going to watch your file and make sure everything is done in a timely fashion. Please let me know if anything else happens.