Icon Health and Fitness

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 serviceman did come out on Sunday, March 19.  He put together the machine and replaced all of the damaged parts.  He was very nice and came at a convenient time.  Thank you for helping me get this resolved!Sincerely, [redacted]
Sincerely,
[redacted]

I apologize for the inconveniences on your Motor. I have looked into it and has a date of its arrival. It looks like we are suppose to get them in Sept 1st.  I am sorry it is so long away. The reason being is, we  have changed the type of motor. It is to reduce failings. It will be a...

better and stronger motor. I will upgrade shipping to the fastest possible. I can also send two when we get them so you will not have to wait again. If this unfortunately happens again.

Dear  [redacted], I want to apologize that we failed to get your machine fixed. I agree that this has been way to long. I have approved for a return, you will get a email. It should be in your inbox within a few days. If you do not get it let me know.

Dear [redacted] I am have returns look into this for you. You should have the at the latest by next Friday. If you don't see anything let me know.

Will the department also coordinate the assembly of the new machine, or would I do that through the ProForm technician that was going to service my machine?Thanks,
[redacted]

Complaint: [redacted]
I am rejecting this response because I emailed your company immediately and did not hear back until I...

followed up with a second email. The response I received was that your rep would review and 'see what could be done', NOT scheduling an appointment to repair my machine as outlined in your response. The rep also said he'd respond 'in a few hours.' Two full days have passed and he has yet to contact me. I sent him a third email early today and still nothing. I need an immediate resolution to this issue. I've been chasing what is owed to me for a month. I'm very angry. 
Sincerely,
[redacted]

Dear [redacted], I apologize that we have failed to assit you on getting your machine repaired. I have ordered a new motor [redacted], you should get it quickly since its coming from Utah. Also you should hear from a tech within 5 business days. I do apologize that we haven't been able to get...

this fixed.

Dear [redacted], After reviewing your account, I see that you were originally charged $1121.07 on 12/11/2017. On 1/03/18 you contacted us to cancel your order and a full refund was issued back to your TD Bank account on 1/19/2018 (16 days later). Per the return policy located at...

the bottom of our website "You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your return product.     The full refund was sent back to your fiance account within the 30 days of cancellation. If you have any further questions, you will need to contact TD Bank directly, as they are a different company.

Dear [redacted],After reviewing your account I do want to apologize for the poor delivery experience that you have had with our company, as well as the long hold times to get in contact with our customer service department. A full refund has been issued, the reference number for this is...

60159635 and 60159636. The full amount will show up on your card as 2 different credits, one for the price of the machine, and the second for the white glove delivery. Please allow 30 days for this to reflect back on your card. Best Regards,Kylee F[redacted]

Dear [redacted],I am sorry the tech has not been able to fix the unit yet. Sometime units are hard to diagnose and to fix. I have approved for the tech to go out on a warranty visit. If you feel the console doesn't need replaced, you can return it for a 15% restocking fee. The tech visit are...

not refundable. Let me know have the tech visit goes.

Dear [redacted], I am so sorry how long your return is taking. I have spoken to returns and it should go through tonight and you should see it on your account anytime this week. If you do not see by Friday please let me know.

Dear [redacted], I want to apologize for the lack of service from us. I have submitted a work order for you. You should hear from the tech within 5 business days. Please let me know how the repair go's.

Dear [redacted], I want to apologize for the poor experience that you have had with our company, as well as any incorrect information provided to you by our sales representative. The NordicTrack Commercial 1750 is designed for in-home use only, it is not built to be used in a commercial...

setting. When you purchased your machine it came with a 90 day manufactures warranty (due to it being used in a commercial setting). Per the User's manual "The treadmill is intended for home use only. Do not use the treadmill in any commercial, rental, or institutional setting" "The warranty will automatically be voided if all the instructions in the user's manual are not followed" By purchasing the 1-year extended warranty that you did, the contract allows the customer to be covered for 1 year even though it is in a commercial setting. Once again, I do apologize for any miscommunication done on behalf of our company in regards to the warranty on your machine. As for your machine, I have gone ahead and ordered a new console for you as a one-time courtesy due to the poor communication that you have received from our company (these are currently listed for $946.79). The tracking number for this is ICS8268376, please allow 3-5 business days for this part to arrive.

Dear [redacted], I want to apologize for the lack of diligence on our behalf. We are doing a full refund for you, you should see it within 5 business days. It will be sent back to your fortivia account. The stuff you received you can keep or dispose of how you wish. I am sorry for this...

situation we have put you through. If you need anything else please let me know.

Dear [redacted],I apologize for the troubles we have put you through. After reading your complaint I really feel bad for all that you have gone through. I have no problem sending a tech and giving you the 4 year warranty. If this okay please let me know. Also do you have all the parts you need at...

this time? If not please let me know what you do need I will order and expedite them. I do apologize for all these issue's.

Dear [redacted],
 
I apologize that our technician did not come out quick enough. I have no problem resetting your warranty, for you. Also is your machine running now? If not let me know and I will do what ever I can to help you.

Dear [redacted],I see the Emily has sent you a console with service. Please let me know if this fixs the issue or not. For the inconvenience I will get you free ifit. So please let  me know thank you.

Dear [redacted], I am sorry the motor has taken so long. The motor is out for delivery for today. Tracking is [redacted]. If you want technician to fix the unit please let me know, and I will set one up.

Complaint: [redacted]
I am rejecting this response until I actually receive the product.  While the shipping company called me today and scheduled an appointment for 2/10/18, the proof will be the actually delivery of the product.  As you can see, there is no trust from my family with this company as this same situation occurred the last time.  On top of that, my husband and I were lied to several times before which makes it difficult to know what to expect from this company.  It’s evident the company will lie and do anything for a quick sell, doesn’t care about it’s “brand” or customers, and doesn’t deliver on it’s promises.  Secondly, with the concerns and experience I’ve had so far, I would like to know a few more things from the company:1. Can I get 100% refund?2. What is the company’s statistics and policies on the quality of their products, especially my treadmill?  Certainly, I understand that products can malfunction occasionally, but my concern is that based on the quality of work I’ve experienced so far from the company, will that be reflective of their products too?  Moreover if I do keep the product and have issues with it in the future, I’m assuming it will be the same horrific customer service.  Can you clarify what your policies and procedures are for resolving customer issues?  My point is that it is unethical and unacceptable for companies to lie and cheat customers. Getting responses to the questions and concerns above will help me make a determination to either keep the product or get a refund.Sincerely,
[redacted]

Dear [redacted], I want to sincerely apologize for the lack of service we offered. After going over your emails and other contacts. We would love to replace your unit. I was able to talk to Nicole, or media rep. She was speaking to you today. She is going to let your know, the process of...

replacement. If you have any questions or concerns your can contact me. I can make sure it everything happens in a timely fashion. I am sorry it took this much to get your machine replaced. Please let me know if you need anything else.