Icon Health and Fitness

Dear Mrs. [redacted],Unfortunately, the content that you are requesting to have available to you no longer exists. Jillian Michaels has canceled her contract with us so all of her content has been removed from our company, you will need to take up your concerns with her. As for your false...

advertising claim, all of the information that you are requesting is posted on our terms of use document that is available at the bottom of our website. By purchasing any of our products, you are agreeing to our Terms of Use. I have included a link below to our Terms of Use page below. https://www.ifit.com/termsofuse

Dear [redacted],I want to apologize for the lack of help from customer service. I want to get you taken care of as fast as possible. Please provide me the best time for contact and best contact #. I will have Cody call you and help resolve your issue's. He is one of our top Ifit techs. Once everything is...

resolved. Tell him to add a year to your ifit account. Please let me know if you need anything else. Thanks for your patience.

Complaint:...

[redacted]
I am rejecting this response because:  I still have not received what they say they sent me an for you to say it would be $75.00 for arbitration doesn't seem worth it.  This company is definitely a [redacted] poor company an their customer service is horrible. I don't understand how I would take so long to email me a return label which they say they save sent me and they r either lying as I never received it. I just give up
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]
  I have been in contact with NordicTrac (Icon Fitness) and they have graciously addreesed my concerns. Their customer service rep (Sonya) did an outstanding job resolving my complant. Thank you for your assistance with this matter.Dick Bokal

Dear [redacted], I want to apologize that you were not helped by us. Expect a call tomorrow or Monday, the agent should be able to resolve all this for you.

Dear [redacted],I do understand your frustration with having issues with your motor. The motor has shipped and is on it way. This is the tracking # [redacted]. I will note your account that if the motor fails we can look into a replacement. I do apologize for the delay.

Complaint: [redacted]
I am rejecting this response because:
1) The promised refund still has not posted to my account as of 9-4-2015
2) The company avoided responding to the reason for the complaint. This is not a “training” issue involving one employee. It is a matter related to lack of integrity unless ICON/Nordictrack withholds information about warranties from the customer care/warranty department. Here is a quote from what the warranty promised. “The warranty will cover every single part on the product and you will get in home labor meaning someone would come to your home free of charge for 6 years if anything wears out or breaks on it and it will be completely covered. This will also do the preventative maintenance where we will automatically come out once a year to do the maintenance on the product. So, after years of use parts do wear out through regular use, we would then come to your home and replace any wore out parts for you and you will be completely covered.” The customer care/warranty department misrepresented the warranty as a maintenance agreement that did not allow repairs and refused to provide service for this new bike. The company is avoiding responsibility by not explaining the facts.
3) The company response offered a onetime repair of the defective bike instead of removal. This is a nice gesture but the repair would be meaningless since the company does not support warranty service.
This complaint is not resolved until I actually receive a refund and dispose of the bike. I am not here to resolve the company’s integrity problems although I predict the company will be liable for damages in many more warranty complaints based on their current policy of misstating warranties and refusing service
Sincerely,
[redacted]

Dear [redacted], I am sorry you are having issues with your machine. We have setup a service tech to fix your machine. If you do want to cancel your warranty, you will not be able to get any refund. Since the time is prorated, and service already sent is deducted. I am sorry you have had...

issues with service, but we will get your machine fixed.

Dear [redacted],I want to apologize that we did not send service to help with this issue. I would love to setup service for you. I am looking and I do not see that your registered. Could you go online to NordicTrack.com and register it? If not please reply with your contact info, model # and...

serial #. Once I have you registered I will send a tech out.

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.   Thank you for facilitating; however, I would like to not that the firm has not scheduled a pick up of their product.
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.
But I'm not happy with the service because I need to wait until Oct 28 for the tech to put the part.
Sincerely,
[redacted]

Dear [redacted], I am sorry, I forgot to add my info. Justin.L[redacted]@iconfitness.com is my email. I'm looking your account and I see parts setup on the 11th. Was that agent able to resolve this for you? If not let me know.

Dear [redacted], I am so sorry for the lack of information from us. I see we are doing a credit of 468 back to you. Have you been informed when the units are coming in? Let me know what you like me to do for you. I also have informed our marketing manger of the issue. Thank you for point...

this out.

Dear [redacted], I want to apologize for the delay in the delivery the part that you ordered. It does look like that part is still currently out of stock, but will ship out to you once we receive them.As for the refund that you have requested, because you have already received one of...

the parts you ordered, we will not be refunding the price that you paid for it. However, I have submitted a partial refund for $27, this will cover more than the cost of the part that have not received, and half the shipping cost and the tax you paid on the order.

Dear [redacted],I hope you have received our emails for the removal and return of your machine. Please let me know if you have? If you have questions please let me know. Sorry for the late response.

Dear [redacted], I apologize for all the issue's you have has with your machine. We have approved for an replacement. I have told you have been contacted, and going through the process. Let me know if you need anything else.

Still waiting.on 4year full  service warranty agreement from Proform in written documentationMachine was fixed today finnally compliant: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear [redacted], I am sorry that the machine didn't have the cushioning system you wanted. Unforantely since you did not buy the unit from us, we will not be able to refund you any money. The only thing I could do is offer a discount on one of machines for inconvenience. If you want to find...

a unit that has a good cushion system. I can deduct the amount you paid for removal and add free assembly.

Complaint: [redacted]
I am rejecting this response because:
This is my second compliant I am filing against this company. I placed Order Number: [redacted] (Tracking Number: [redacted]) for a Proform Treadmill on Nov 24, 2017 and I have never received the product. Every week I am told something different: "we look into it", "we will elevate this to a manager", "we will resend a new treadmill". However, every week I never hear another word. I now demand immediately: -a tracking number for a new treadmill -a discount for the time I have spent tracking down a treadmill that never arrived as promised -a name of someone who is taking responsibility (the last response on the Revdex.com was untitled, very unprofessional) -a full and complete refund if this is not completed by Friday February 2. -Luke Kinzie. treadmill shipped this week -discount for not delivering treadmill in alotted time and my trouble.Sincerely,
[redacted]