After several phone calls and several more on line "help" attempts I finally just gave up.
After returning back to the states I found the treadmill no longer worked. My wife was unable to tell me what happened or the conditions under which it happened, as a matter of fact I never asked. She had a stroke and was in and out of coma until she passed. "I'm not looking for pitty we had 48 good years even with constant deployments".
During my communications with them I learned that they would not provide any technical support on the phone or internet. The person I was talking to said it really sounded like the controller was bad. My only options were 1st pay $220.00 for a technician to come out and diagnose the problem, 2nd call the company back and order the repair parts specified by the technician, "He said the parts should cost between $200 and $300" 3rd call the company after the parts arrived and pay for another visit, at $200, for the technician to install the parts. If there were more parts ordered than needed or the parts turned out not to be the problem, so sorry you ordered them and they are yours and you can do whatever you want and then order the correct parts and have another service call.
At this point I was certain I was trying to deal with a lousy company with lousy service. After reading some of the other "Rip Off reports" I realized that I has just thrown money down a rat hole and my options were to pay or throw the machine out. Being that I'm not totally stupid I have opted to discard the treadmill.
Being a consumer I'm certain nothing will ever be done about this company until somebody, maybe a lawyer will get jerked around by them, will file a law suit.
My only hope is that others will read this and the other reports here about this company and vote with the wallets by buying from somebody elsr.
I purchased a Weslo Treadmill from ICON Health & Fitness. I called before my warranty ended and the company dismissed my concerns about the parts not fitting the machine. After getting another company on behalf of the consumer to intervene to help m, the company finally agreed to send the parts, but they were the wrong parts that were sent.
A company representative from the non warranty department refused to send me the correct parts. He was was rude, dimissive and thought he had a God complex. His disposition was that of being above any consumer laws, and he was extremely disrespectful.
Do you like frustration, getting ripped off, being told you cannot talk to a supervisor with customer service? Do you like double speak to where the manufacturer warranty and the extended UTS warranty can be circumvented? Do you like your new 3000$ purchase which works alright then 3 years later breaks to where you have 6 repair men out to the house in a 6 month time for which your overpriced junk just sits not being used because it keeps breaking down on the very same issue? Do you like email after email from Icon announcing a shipment of parts, many of which are the same parts over and over again being shipped to your home? Do you like having to set up appointment after appointment for a repair guy to come and work on your machine? Do you like how when product replacement is asked for the extended warranty tells you you have to call the manufacturer and when you do that, the manufacturer tells you that you have to talk to the extended warranty company? Is being jerked around a favorite past time for you?
Do you like how UTS extended warranty gets around the No Lemon Policy of product replacement with jargon such as "we know your extended warranty for service is in effect but the manufacturer warranty for parts has not run out yet so we cannot replace it for another 18 months even when you have already and will continue to pull your hair out over your 3000$ over priced crap which sits unused when you could have had a night, pricey gym membership for about 864$ during the past 3 years which would also have given you not only access to 8 different types of cardio machines, but also weights, nautilus machines, tanning beds, a red light therapy machine, massages chairs, a massage hydro therapy bed, training classes with an instructor and free tootsie rolls with a day each month where you also get free bagels and pizza which would have been 2136$ less than the heavy 3000$ you dropped on this overpriced TURD."
If you are into all that pain and enjoy being bamboozled and duped, then spend your hard earned money to purchase a product from Icon such as Weider, Weslo, Gold's Gym, Nordic Track Proform, LOTUS, HEALTHRIDER and UTS. Then, buy an extended warranty through UTS, not surprisingly owned by Icon Health and Fitness. Is this how Icon and UTS wash each other's hands?
Instead of replacement, even though the warranty contract mentions replacement per the No Lemon Policy, they bamboozle the consumer into an explaination of why th eproduct cannot be replaced after repair work on the same components. They say that the repairs are under a "parts" repair. What other type of repair is there other than parts which make the machine?!?! And then they say, "our company must exceed the cost of the manufacturer before replacement can happen." Then I find out that the tally of 310$ will not increase because sadly, the repair contractors are not paid for each repair and the same repair person is called time and time again! They are given a one time payment and are expected to return and repair, time and time again until the product is fixed. In no way can Icon or UTS accept responsibility for selling someone a LEMON. It is the fault of the repair people by not repairing the product correctly according to them.
If you are in the same situation as my wife and I and would to fight back, here is a website which may have suggestions. If nothing is resolved, it is mentioned after so many complaints, investigations may occur. You pay taxes to support government institutions which work for the protection of consumers. Use the resources available to you!
I ordered a Proform Smart Pro 2000 from Proform, who is owned by Icon Health and Fitness. I added the option of delivery and assembly. After arrival and install, it didn't power on. The "professional installer" broke parts on it. I found pieces of it hidden across the room in a corner behind a chair. I am still finding bolts and hardware all over my floor. Most recently, last night I raised the platform of it and a bolt just randomly fell out. They also scratched my floor and put a grease spot on my carpet. I would like to add that this "professional installer" had to borrow a screwdriver from me, as he apparently had no tools!
When I reached out to customer service on the delivery day, they did agree to refund me after the pick up has been made. They said they would handle the pick up and for me to wait on a phone call. I have not received a phone call.
It has been sitting here for weeks taking up space in my house.
Hold times to reach the returns department are extraordinarily long. I have spent over 14 hours on the phone getting no answer as to when the return will take place and only being told to "continue to wait". I recently held over 2 hours. When I do finally reach someone, they cannot give me an ETA and tell me to continue to wait.
I cannot get them to have this picked up and now I owe a payment on it. I had decided upon ordering that I would take advantage of the 18 months 0% interest. I have a payment due for this broken treadmill and they will not pick it up or even update me on when. They just keep telling me to wait. How many payments will I make before they get it? I called Nordic Track Financing on the payments, who told me I still have to pay them, regardless.
I thought it was illegal for a card company to force you to pay for damaged goods. I did not order damaged goods. Proform will not make this right and the finance company, Nordic Track Financing will not do anything. It appears that Proform and Nordic Track are both owned by Icon health and Fitness.
This unit weighs 300 lbs. It is taking up a great deal of space, serving no purpose to me.
Received an email on November 27, 2018 notifying us of renewal of service for $192.60. It was originally only $63.00. I called the same day (waited on hold for over an hour) and was told “no refunds”, but I could cancel and would not be charged again next year. They said it was their policy. I said my policy was to not pay for something I did not order. They said they sent an email 30 days in advance notifying me that auto-renewal was coming. There is no such email in my inbox, junk, or deleted folders.
I am writing 100's of reviews all across the internet about these treadmills and more so, the company and its RIPOFF distributors. My treadmill machine arrived faulty and after 4 hrs of terrible assembly instructions, I found the handle was badly manufactured - THE NOTE SAID - Do not contact your supplier - CALL US DIRECTLY. I did again and again and again and again NOTHING !!!!!!!! I stopped my payment with paypal - nothing now i had to stop my payment with the credit card. TERRIBLE EXEPERIENCE They own other treadmill companies too so be carefull !!
I purchased an eliptical machine and then separately purchased an ifit module for the machine.
I tried to make this product work for over 1 month. Every time I call support they tell me I have a problem with the internet which is not true at all.
I have in fact invested in an excellent extender and ensured that every electronic product is in working condition.
Although I have made an effort to do this so that I can use the ifit product, it still does not work. I am sure I am not alone with this problem.
The lack of support from their offices is evidence that they are aware that they have a problem.
Purchasing the ifit product is a mistake and I advise all to avoid the product at all costs. A waste of time and money.
I purchased a Nordic Track Treadmill and applied for the Fortiva credit offered through icon Fitness. I paid the treadmill off completely. I have all the paperwork reflecting this fact. Three months ago, out of the blue, I received a charge for $149.00 dollars on my card from Icon Fitness. There was no description of what it was and I did not purchase anything new from them after paying off the treadmill. I called their billing department, and have spent a total of logged 3 hours and 42 minutes tying to get a hold of someone to dispute this amount. I did get a hold of a woman named Vicki on 11/28/17 who said she didn't know what the charge was for, and she would take care of it and send me a follow up email. I never heard a word, and of course a new statement came in the mail with the 149 charge on it. Now I am taking hits on my credit report and STILL cannot get a hold of a representative to help me. I fear I may need to take legal action over 149 charge to preserve my credit score. I cannot close the credit card with out resolving this bill first. One I dont even OWE!! Icon Fitness is a SCAM!! It has horrible horror stories all over the internet, and unfortunately I am caught in their deceit.
Beware and Ask more questions with ICON Fitness equipment repair service!
I contacted ICON about service for a rear roller bearing on my treadmill; incurring a ~$160 charge up front. A service repair person was assigned and called me up since he was in my town that day. I explained my symptom and I noted that I did not have the replacement roller because I wanted to appreciate whether the repair person would have access to parts. He shared that I needed to order the parts but that he could stop by to affirm it was the roller bearing; in no way communicating that if he did stop by, that would complete my original $160 order.
He was in and out of my house in 5 minutes confirming that I needed to replace the roller bearing.
I ordered the roller and upon contacting him again to finish the job, I was told I needed to open a NEW service order. Contacting ICON again, I then learned this would require another $65 charge or I could follow the self help videos and install it myself.
I expected the the service technician would have installed my new roller bearing as part of the $160. I wouldn't have let him stop by while in my city to affirm that was the issue if I knew the $160 was only covering his 5 minute visit.
Turned out ICON called the initial service a "diagnositic" visit; fully knowledgeable that a "repair" visit would be a separate order.
I feel better communication and better customer service is needed. A 5 minute visit to affirm what I had shared for $160 is a ripoff.
Following up with ICON Customer Service has proved fruitless.
ICON Health & Fitness, Inc. Reviews
After several phone calls and several more on line "help" attempts I finally just gave up.
After returning back to the states I found the treadmill no longer worked. My wife was unable to tell me what happened or the conditions under which it happened, as a matter of fact I never asked. She had a stroke and was in and out of coma until she passed. "I'm not looking for pitty we had 48 good years even with constant deployments".
During my communications with them I learned that they would not provide any technical support on the phone or internet. The person I was talking to said it really sounded like the controller was bad. My only options were 1st pay $220.00 for a technician to come out and diagnose the problem, 2nd call the company back and order the repair parts specified by the technician, "He said the parts should cost between $200 and $300" 3rd call the company after the parts arrived and pay for another visit, at $200, for the technician to install the parts. If there were more parts ordered than needed or the parts turned out not to be the problem, so sorry you ordered them and they are yours and you can do whatever you want and then order the correct parts and have another service call.
At this point I was certain I was trying to deal with a lousy company with lousy service. After reading some of the other "Rip Off reports" I realized that I has just thrown money down a rat hole and my options were to pay or throw the machine out. Being that I'm not totally stupid I have opted to discard the treadmill.
Being a consumer I'm certain nothing will ever be done about this company until somebody, maybe a lawyer will get jerked around by them, will file a law suit.
My only hope is that others will read this and the other reports here about this company and vote with the wallets by buying from somebody elsr.
Thanks.
I purchased a Weslo Treadmill from ICON Health & Fitness. I called before my warranty ended and the company dismissed my concerns about the parts not fitting the machine. After getting another company on behalf of the consumer to intervene to help m, the company finally agreed to send the parts, but they were the wrong parts that were sent.
A company representative from the non warranty department refused to send me the correct parts. He was was rude, dimissive and thought he had a God complex. His disposition was that of being above any consumer laws, and he was extremely disrespectful.
Do you like frustration, getting ripped off, being told you cannot talk to a supervisor with customer service? Do you like double speak to where the manufacturer warranty and the extended UTS warranty can be circumvented? Do you like your new 3000$ purchase which works alright then 3 years later breaks to where you have 6 repair men out to the house in a 6 month time for which your overpriced junk just sits not being used because it keeps breaking down on the very same issue? Do you like email after email from Icon announcing a shipment of parts, many of which are the same parts over and over again being shipped to your home? Do you like having to set up appointment after appointment for a repair guy to come and work on your machine? Do you like how when product replacement is asked for the extended warranty tells you you have to call the manufacturer and when you do that, the manufacturer tells you that you have to talk to the extended warranty company? Is being jerked around a favorite past time for you?
Do you like how UTS extended warranty gets around the No Lemon Policy of product replacement with jargon such as "we know your extended warranty for service is in effect but the manufacturer warranty for parts has not run out yet so we cannot replace it for another 18 months even when you have already and will continue to pull your hair out over your 3000$ over priced crap which sits unused when you could have had a night, pricey gym membership for about 864$ during the past 3 years which would also have given you not only access to 8 different types of cardio machines, but also weights, nautilus machines, tanning beds, a red light therapy machine, massages chairs, a massage hydro therapy bed, training classes with an instructor and free tootsie rolls with a day each month where you also get free bagels and pizza which would have been 2136$ less than the heavy 3000$ you dropped on this overpriced TURD."
If you are into all that pain and enjoy being bamboozled and duped, then spend your hard earned money to purchase a product from Icon such as Weider, Weslo, Gold's Gym, Nordic Track Proform, LOTUS, HEALTHRIDER and UTS. Then, buy an extended warranty through UTS, not surprisingly owned by Icon Health and Fitness. Is this how Icon and UTS wash each other's hands?
Instead of replacement, even though the warranty contract mentions replacement per the No Lemon Policy, they bamboozle the consumer into an explaination of why th eproduct cannot be replaced after repair work on the same components. They say that the repairs are under a "parts" repair. What other type of repair is there other than parts which make the machine?!?! And then they say, "our company must exceed the cost of the manufacturer before replacement can happen." Then I find out that the tally of 310$ will not increase because sadly, the repair contractors are not paid for each repair and the same repair person is called time and time again! They are given a one time payment and are expected to return and repair, time and time again until the product is fixed. In no way can Icon or UTS accept responsibility for selling someone a LEMON. It is the fault of the repair people by not repairing the product correctly according to them.
If you are in the same situation as my wife and I and would to fight back, here is a website which may have suggestions. If nothing is resolved, it is mentioned after so many complaints, investigations may occur. You pay taxes to support government institutions which work for the protection of consumers. Use the resources available to you!
I ordered a Proform Smart Pro 2000 from Proform, who is owned by Icon Health and Fitness. I added the option of delivery and assembly. After arrival and install, it didn't power on. The "professional installer" broke parts on it. I found pieces of it hidden across the room in a corner behind a chair. I am still finding bolts and hardware all over my floor. Most recently, last night I raised the platform of it and a bolt just randomly fell out. They also scratched my floor and put a grease spot on my carpet. I would like to add that this "professional installer" had to borrow a screwdriver from me, as he apparently had no tools!
When I reached out to customer service on the delivery day, they did agree to refund me after the pick up has been made. They said they would handle the pick up and for me to wait on a phone call. I have not received a phone call.
It has been sitting here for weeks taking up space in my house.
Hold times to reach the returns department are extraordinarily long. I have spent over 14 hours on the phone getting no answer as to when the return will take place and only being told to "continue to wait". I recently held over 2 hours. When I do finally reach someone, they cannot give me an ETA and tell me to continue to wait.
I cannot get them to have this picked up and now I owe a payment on it. I had decided upon ordering that I would take advantage of the 18 months 0% interest. I have a payment due for this broken treadmill and they will not pick it up or even update me on when. They just keep telling me to wait. How many payments will I make before they get it? I called Nordic Track Financing on the payments, who told me I still have to pay them, regardless.
I thought it was illegal for a card company to force you to pay for damaged goods. I did not order damaged goods. Proform will not make this right and the finance company, Nordic Track Financing will not do anything. It appears that Proform and Nordic Track are both owned by Icon health and Fitness.
This unit weighs 300 lbs. It is taking up a great deal of space, serving no purpose to me.
Received an email on November 27, 2018 notifying us of renewal of service for $192.60. It was originally only $63.00. I called the same day (waited on hold for over an hour) and was told “no refunds”, but I could cancel and would not be charged again next year. They said it was their policy. I said my policy was to not pay for something I did not order. They said they sent an email 30 days in advance notifying me that auto-renewal was coming. There is no such email in my inbox, junk, or deleted folders.
I am writing 100's of reviews all across the internet about these treadmills and more so, the company and its RIPOFF distributors. My treadmill machine arrived faulty and after 4 hrs of terrible assembly instructions, I found the handle was badly manufactured - THE NOTE SAID - Do not contact your supplier - CALL US DIRECTLY. I did again and again and again and again NOTHING !!!!!!!! I stopped my payment with paypal - nothing now i had to stop my payment with the credit card. TERRIBLE EXEPERIENCE They own other treadmill companies too so be carefull !!
I purchased an eliptical machine and then separately purchased an ifit module for the machine.
I tried to make this product work for over 1 month. Every time I call support they tell me I have a problem with the internet which is not true at all.
I have in fact invested in an excellent extender and ensured that every electronic product is in working condition.
Although I have made an effort to do this so that I can use the ifit product, it still does not work. I am sure I am not alone with this problem.
The lack of support from their offices is evidence that they are aware that they have a problem.
Purchasing the ifit product is a mistake and I advise all to avoid the product at all costs. A waste of time and money.
I purchased a Nordic Track Treadmill and applied for the Fortiva credit offered through icon Fitness. I paid the treadmill off completely. I have all the paperwork reflecting this fact. Three months ago, out of the blue, I received a charge for $149.00 dollars on my card from Icon Fitness. There was no description of what it was and I did not purchase anything new from them after paying off the treadmill. I called their billing department, and have spent a total of logged 3 hours and 42 minutes tying to get a hold of someone to dispute this amount. I did get a hold of a woman named Vicki on 11/28/17 who said she didn't know what the charge was for, and she would take care of it and send me a follow up email. I never heard a word, and of course a new statement came in the mail with the 149 charge on it. Now I am taking hits on my credit report and STILL cannot get a hold of a representative to help me. I fear I may need to take legal action over 149 charge to preserve my credit score. I cannot close the credit card with out resolving this bill first. One I dont even OWE!! Icon Fitness is a SCAM!! It has horrible horror stories all over the internet, and unfortunately I am caught in their deceit.
Beware and Ask more questions with ICON Fitness equipment repair service!
I contacted ICON about service for a rear roller bearing on my treadmill; incurring a ~$160 charge up front. A service repair person was assigned and called me up since he was in my town that day. I explained my symptom and I noted that I did not have the replacement roller because I wanted to appreciate whether the repair person would have access to parts. He shared that I needed to order the parts but that he could stop by to affirm it was the roller bearing; in no way communicating that if he did stop by, that would complete my original $160 order.
He was in and out of my house in 5 minutes confirming that I needed to replace the roller bearing.
I ordered the roller and upon contacting him again to finish the job, I was told I needed to open a NEW service order. Contacting ICON again, I then learned this would require another $65 charge or I could follow the self help videos and install it myself.
I expected the the service technician would have installed my new roller bearing as part of the $160. I wouldn't have let him stop by while in my city to affirm that was the issue if I knew the $160 was only covering his 5 minute visit.
Turned out ICON called the initial service a "diagnositic" visit; fully knowledgeable that a "repair" visit would be a separate order.
I feel better communication and better customer service is needed. A 5 minute visit to affirm what I had shared for $160 is a ripoff.
Following up with ICON Customer Service has proved fruitless.