Complaint Review: Icon Health & Fitness - Logan Utah

Don't buy from this company. I'm telling you it will result in nothing but multiple headaches and disappointment and you will regret it.

We purchased a Commercial-level treadmill (Model NTL29012)  on Jan. 29th. We received the treadmill a couple of weeks later and found that the console speakers didn't work. I called customer service the following morning and they determined that the console had to be replaced. They said it would be 3-5 days turnaround time for the replacement console to arrive at our home. After 2 weeks, I called to get a status on the whereabouts of the console and no one could give me an answer. They had no idea when it would be received from the factory so they had no idea when we would receive it. It actually didn't arrive until 1 month later.  Strike 1.

When we received it, it was clearly a job for a technician. It was not like an assembly of a treadmill that comes with an instruction guide and only a few large parts to put together. It was just a console - no instruction guide, no tools -  that would eventually require 3 hours to replace. Prior to us replacing the console, I called customer service to ask if they'd be sending out a technician to replace the console since we purchased the extended in-home labor and parts warranty for an additional $300. They said that this type of repair was something they expect the customer to do! Really?! Strike 2.

At this point, my husband was able to get the new console installed, again after 3 hours with no assistance whatsoever from Icon and this time the fan didn't work. Strike 3.

I immediately wrote a letter to Icon, since emails were going unreplied, explaining the frustration we've experienced thusfar. To this day, Icon has never contacted us directly about the issues even after submitting a complaint through the Better Business Bureau and getting my credit card company involved. Then, out of the blue, another month later, a technician calls to say he wants to schedule an appointment to install the new console and to let him know when it arrives. What new console? The one that we installed over a month ago that's defective? Or, is there another console on the way that we don't know about?

After attempting to reach the Technician (it went to voicemail), I called Icon for the umpteenth time to find out what's going on. Customer service said there is no other console on the way and that this was in response to a letter I sent over a month ago. What?! I had already contacted Icon to tell them we had installed the console ourselves, forced to do by Icon, and that the fans did not work. I asked her about the letter to BBB and she said that in the notes, it states that sending out this technician was supposed to satsify the complaint I filed. Really?! I don't think so. Each time, I call customer service, I ask if I could speak with a supervisor, not that the customer service people aren't nice because they are, but because I would like to speak to someone in some type of management capacity and that has yet to happen. They never transfer the call to a supervisor, no one has ever called to apologize or to work with us towards a solution, they expect customers to repair their own equipment, they sell defective equipment and even the replacement equipment is defective.

I would never, ever, ever buy another thing from this company. There's no sense of integrity or providing any type of customer service at an even average level. We have a $2200 "Commercial" treadmill with horrible sounding speakers and non-working fans. Total RIP OFF!