Complaint Review: Icon Health & Fitness - Logan Utah

9/28/11 - I purchased a Proform 590T Treadmill from Icon Health & Fitness; purchase price paid for treadmill, shipping and installation in the amount of $813.00.
 
9/30/11 - This payment posted to my bank (First National Bank of Omaha) in the amount of $813.00.
 
10/7/11 - I received the Treadmill  and at that time the installers informed me that the deck had a manufacturer defect where as holes were drilled incorrectly.  I contacted Icon Health and Fitness that same day and was informed that a new deck would be sent out.
 
10/14/11 - Part arrived, scratched and dented (not the new deck as promised) and the installers also arrived to install.  However, the part that was sent out was originally attached at the manufacturer, the installers were uncomfortable installing this new part as it involved some electrical work; they stated that a Technician should have been called out.  On this same day I contacted Icon Health and Fitness and asked them to return the machine, that I was not happy with the service I was getting and requested a full refund.  I spoke with Karly and was given Authorization #75885885.  I was told it would be 3-4 weeks for a refund.
 
10/21/11 - Installers returned to pick up treadmill and it was sent back to Icon Health & Fitness in Logan, UT
 
11/7/11 -  I phoned Icon Health & Fitness to inquire about status of refund.  I was told by Ashley that the truck was en route back to them and it would be 4-6 weeks before I would have a refund once they received back the treadmill.  I asked for the tracking number and trucking information and was told that could not be provided to me.  I also asked for a Supervisor to contact me, I was told by Ashley that Supervisor Marisol would contact me by end of business 11/7/11, that phone call never came.  I also asked for the CEO name and address, Ashley informed me that she could not give out that information. 

11/8/11 - I was contacted by a Billing Supervisor from Icon Health and Fitness and was told that the treadmill was on a truck in Ogden Utah and that it would take another 1-1 1/2 weeks for the truck to fill up and come to the warehouse.  Only after that treadmill arrived would they start the refund process.  Another 3-4 weeks until they would refund my money. 
 
Now, it only took 7 days to get the machine to me, it doesn't take any longer for the machine to get back to them, it has been 4 weeks now and it has been  1 1/2 months since my money was taken from my account.  I have filed a dispute with my bank, and also filed a Better Business Bureau complaint.  I believe this company is not being honest with me.  I have no treadmill and I am out $813.00. 

Icon Health & Fitness Lorie West logged this comment on my BBB complaint on 11/10/11 - "The customer is returning the machine for a refund. I apologize for the inconvenience."  What kind of a response is that?  Evidently Ms. West has no clue that the machine was already returned and sitting on a truck.  Any attempt to get tracking information has failed.

You should never do business with this company.  They send you faulty equipment and hold your money hostage.