Icon Health and Fitness

Complaint: [redacted]
I am rejecting this response because:ICON Health and Fitness commitments to date have not been kept, resulting in continued delaying defective product warranty resolution.  I’ll keep the Revdex.com Complaint open until we receive the refund check.
Sincerely,
[redacted]

Dear [redacted],I am so sorry to hear that your machine has been down this long. I have no problem getting your machine fixed. I also would love to extend warranty terms. I want to verify some things first. Is the motor still not working? Is it making a weird noises? Once give me a brief description I...

will get parts and service out to ASAP. I am sorry that this has gone so long. I promise I will get this resolved for you.

I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted],. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decide to pursue legally or via other avenues. 
Regards,  Justin L[redacted] Let the customer know we will do a refund for the product.

Dear [redacted], I am sorry you haven't been contacted. What is the best time for them to reach you? Also I am confused on your machine, these machines do not have chains. So I don't understand what you mean the chain broke. To pay shipping is confusing me as well, can you please clarify this.

Dear [redacted], I am sorry your machine is not working. The tech company is saying the machine was fixed. Was the machine fixed, and the issue has came back?

Dear [redacted], I am so sorry for how long this is taking, I see it shipped out on the 9th. It is being shipped by MXDgroup, tracking # is [redacted].

Dear [redacted], I apologize for the wait, on getting the machine fixed. I sent your info the department that replaces machines. Please look in you email from the Product Resolutions Dept. They will have instructions on how to replace your unit. If you do not see an email by Monday let me...

know. I do apologize for the wait and I hope this fix's this for you.

Dear [redacted], I apologize for the time and confusion with getting your machine fixed. I can send a tech to come see the console ant motor. I will send parts and service under warranty for you. Please email [redacted], with exact details of the issue. We just want to get good understanding on what the issue is. Were thinking of sending a console and incline motor. Please let us know if you have more questions.

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. However, I am hopeful that anyone considering purchasing a product made by any of the Icon fitness brands (including Nordictrack) be aware that their customer service is quite poor. 
Sincerely,
[redacted]

Dear [redacted], I am sorry it is taking sometime to get your machine returned. The order is in for the return and refund, once it is picked up the refund will go through. You should get a call early next week. Again I am sorry for the inconvenience.

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, as long as the service technician visit on 10/7/16 is completed as scheduled and the treadmill is repaired.  
Sincerely,
[redacted]

Dear [redacted],I apologize that your machine is not working. I have setup service for you. you should hear from a tech in 5 business day. Please keep me up to date thanks.

I was contacted yesterday sept 22nd by phone. Someone came out a couple hours later. He was able to fix the machine himself. I think he is sub contracted by the company. He left his business card and said for any further problems or questions to call him instead of the company. He was extremely nice and understanding. My treadmill 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 want to apologize for the poor experience that you have had with our company. After reviewing your account, it shows that your machine was removed from your home on 2/22/18 @ 10 am. Now that the machine is no longer in your possession, a refund has been issued. Please...

allow 10 business days for the refund to reflect back on your card.

Dear [redacted], We are going to send your info to our Product resolution team. You will receive an email from them today or tomorrow. It will have instructions on getting the machine replaced or refunded.

Dear [redacted],I apologize that part 31 striped out. I have ordered the replacement with 2 packs of grease. Order # [redacted], you should see it within 7-10 business days.

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 am sorry for all the trouble on getting a refund. All your money has been cleared from us, and should reflect on your credit account, within 5 business days. If made any payments the credit company will refund you that amount.

Complaint: [redacted]
I am rejecting this response because: On Sunday, November 26, 2017, I followed the...

information in the response by the company. I sent my purchase receipt including the financing terms to Justin.l[redacted]@iconfitness.com. I have yet to receive any response regarding this issue. I have saved a copy of the email I sent on November 26 and attached it to this response. 
Sincerely,
[redacted]

We do apologize that you are upset about your machine. The frame and motor are the only parts of your machine that are still covered under a warranty, by sending out the motor we are fulfilling the limited warranty.If you are wanting to proceed with legal actions that is up to you.