- Report: #231394
Complaint Review: Icon Health & Fitness - Logan Utah
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Icon Health & Fitness
1500 S. 1000 W. Logan, 84321 Utah, U.S.A.
Phone:
800-727-9777
Web:
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Icon Health & Fitness Worst customer service I have ever dealt with. ripoff Logan Utah
I purchase an Epic 450 MX theadmill manufactured by Icon Health and Fitness on-line from Home Depot. I took delivery and my husband and I put it togather. I read the entire User's Manual before trying to use it.
I used it once but when I went to use it a second time it started to incline and would not go back down. I immediately starting trying to get though to the toll-free customer service number.
I have now been trying to call customer service for a week. I have yet to talk to a person. I have left my phone number more times than I can count. The automated customer service number says you will receive a call back within 24 hours, but I have yet to receive a call back. I have emailed the company several times and have yet to receive a reply.
To make matter worst, the toll-free customer service line is not even open the hours stated on the User's Manual.
I work in the service industry. The company I work for prides itself on providing our customers the best customer service possible. We track each call received and if an employee does not return calls they are released from employement. Icon apparently does not even care about thier customers and does not back up thier products.
My theadmill comes with a 10 year warranty, but what good is a warranty if you can not get in contact with the company!
I wish I had researched Icon before I purchased this theadmill because now I have found on several web sites other people which have experience the same complete disregard for customer service.
I am lucky that Home Depot has a 90 days return policy. I have decided to return the theadmill. Now I have to figure out how to package a 200 pound theadmill for shipment.
Kathy
zACHARY, Louisiana
U.S.A.
I used it once but when I went to use it a second time it started to incline and would not go back down. I immediately starting trying to get though to the toll-free customer service number.
I have now been trying to call customer service for a week. I have yet to talk to a person. I have left my phone number more times than I can count. The automated customer service number says you will receive a call back within 24 hours, but I have yet to receive a call back. I have emailed the company several times and have yet to receive a reply.
To make matter worst, the toll-free customer service line is not even open the hours stated on the User's Manual.
I work in the service industry. The company I work for prides itself on providing our customers the best customer service possible. We track each call received and if an employee does not return calls they are released from employement. Icon apparently does not even care about thier customers and does not back up thier products.
My theadmill comes with a 10 year warranty, but what good is a warranty if you can not get in contact with the company!
I wish I had researched Icon before I purchased this theadmill because now I have found on several web sites other people which have experience the same complete disregard for customer service.
I am lucky that Home Depot has a 90 days return policy. I have decided to return the theadmill. Now I have to figure out how to package a 200 pound theadmill for shipment.
Kathy
zACHARY, Louisiana
U.S.A.
2 Updates & Rebuttals
Trinity
forked river,New Jersey,
United States of America
Icon has horrible customer service
#2General Comment
Wed, February 08, 2012
I purchased an elliptical Gold's gym 410 on line. We had issues from the minute we put the item together. It was squeaky and had to much give. We called Icon they sent someone out 5 days later. He tighten some screws but he left and with in two strides it was back to squeaking and loosened up right away. I called 3 times after that no response, called the 4th time was placed on hold after 20 minutes transfered and after an hour hung up on! I then called walmart where I purchased it. They were absolutely fabulous they returned it no problem with out the box and full refund. This company is a huge scam!!
Kathy
zACHARY,Louisiana,
U.S.A.
Resolved
#3Author of original report
Tue, January 23, 2007
The Customer Service Manager finally called me back. He talked me though recalibrating the treadmill. He apologized for taking so long to call back and gave me another phone number to call in case I have any more problems. I waited a day and tried the phone number to make sure it was a good number and I got though on the first try. I still would not recommend to a anyone that they purchase exercise equipment from Icon until they have corrected thier customer service problems. I have 90 days to return it and get my money back so I have decided to keep it for now. If I have anymore problems I still have time to return it.
