Janet P Azu
map-marker Milwaukee, Wisconsin

ProForm is scamming their customers

I purchased a Pro-Form 6.0CE elliptical on 12-19-11 (model PFEL53911.1). after assembly we discovered 3 issues that make this machine defective. I called customer service. They sent out a new pedal for that issue, "ordered" (ha) a disk that had come broken in the box. I have been waiting almost a month and the part "is out of stock". They did agree to send a service tech out since fixing this "disk" requires taking apart the base which comes assembled in the box. Service tech wont come out until the parts are at my house (makes sense). The console that "should time out" when not in use randomly goes on and off thus draining my battery. (sports authority had the same battery in theirs for months without replacing or recharging). when i talk to customer service about this they try to sell me a adapter stating this will fix this faulty issue of the batteries not staying in place. geez.. they even knew it was faulty :(. I am running out of my 30 days to return to Sports Authority. This was supposed to be a "new" improved model to the ZE which had great ratings. This product is poor, customer service is worse and now we spent hundreds of dollars on junk. the warranty will probably run out before this is resolved.
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2 comments
Guest

this is america people. if you buy something and it doesnt work you return it immediately.

in the time you wasted to post a negative review you could have drove to sports authority and returned the machine for a refund or replacemnet. 'but its too heavy and i already assembled it'.

what a joke, in the time you are going to waste waiting on a tech you could have dropped 15 lbs on a new fully functional machine. food for thought

Janet P Azu

UPDATE: I cut my losses before time ran out. Sports Authority was nice enough to take the elliptical machine back.

I upgraded and am now the proud owner of a sturdy, properly functioning Schwinn eliptical. guess this was a lesson in "you get what you pay for".

Shame on Proform and ICON fitness. Jillian Michaels should reconsider who she associates her name with :p

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Isisangel
map-marker Raleigh, North Carolina

Bad Experience - Icon Health & Fitness

Ordered a very overpriced set of replacement brake pads for my Proform exercise bike through them. They messed up the order and sent one pad rather than two. When I called them I was kept on hold for over 20 minutes! No one EVER picked up the phone! Finally was able to chat with an online chat representative who was all right, but told me it appeared as if I had ordered only one which I had not. Had to laboriously explain in text that the receipt was printed incorrectly & that I had ordered a set (which was the only option anyway). After looking up my data in the system why could he not see this?!?!? Finally they agreed to send the other half of my order so I cannot use the bike for another week & have wasted lots of time on this! Terrible!
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2 comments
Guest

You're a clown. It says quantity in reference to how many your entire machine uses.

When they say you ordered one, you (*^&% ordered one. There are no "sets." Use your head my friend.

Guest

I purchased a Nordic Track Treadmill last week and the amount immediately showed up on my Credit Card yet they didn't email an invoice. Also I place my order through the online chat and the order # i was giving hasn't isn't showing up on their shipping tracker. What should I do?

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Andro B
map-marker Irvine, California

Icon Fitness is a scam

I recently purchased Icon Fitness Tour de France indoor training bike. The advertising was very slick and product look cool. I was very excited at first. The trouble started soon after. Icon did not follow the shipping instructions I've given them and have left a $1,500 package in-front of my door without any signature or notification. Anyway, I was too excited to get the product that I didn't make too big of a fuss about the delivery. When assembling the product I noticed that some key parts were missing. In addition the console did not work properly. It could not log onto the iFit web-application which is one of the strongest selling points for this product. I called Icon customer service and waited about 20 minutes. Did I mention that their CS is open from Monday to Friday 6am-6pm. How convenient! That's the time most of us are at work. Last thing we can afford is to spend 20 minutes waiting on the line and 20 minutes resolving the problem with the customer representative. I arranged for the technical guy to come and fix the problem. He came, took a note of what parts were missing, tested the console and confirmed that it's not working. Few weeks later the parts arrived and the guy came to install. Besides the new console and missing parts he also took care of the screws and holes. The holes drilled for the screws did not match the profile - half of them were much smaller in size. The second console did not work either. It just kept going into the loop. After this I spent numerous hours trying to resolve the issue with Icon's customer service - and let me tell you - they are a very 'useful' bunch - not! First I spend on average 30+ minutes just waiting for somebody to answer the phone. The CS department is not authorized to make any decisions or to assist in any way. They try to push you off to another department where you have to wait another 30+ minutes to get somebody to answer the phone. Once you receive that department - surprise - they too can't make any decision and send you back to Customer Service. I strongly believe that this process is designed on purpose to wear down the customers and have them give up. Pure and simple - this is a scam. Some consumer advocate and/or AG should seriously look into their trade practices. I contacted my credit card to dispute the charge as what I was sold was obviously a lemon. The product did not work after being repaired twice. I was open to having it repaired the third time but the run-around I received from their Customer Service pushed me to the limit. A company should not be in the business of cheating the customers in the way Icon Fitness does. The whole process is systemically designed so you - the customer - go away and never bother them again while they keep your money and you keep their *** product. Since my bike needed help to be assembled by their tech guy who used specialized tools (that I don't have) to put the whole thing together, I asked them to send him back to disassemble and ship back. They wouldn't do that. Has anybody taken legal action against Icon Fitness for their business practices? Any experiences you might want to share? Is there a consumer advocate that has worked on Icon Fitness issues?
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Loss:
$1
3 comments
Guest

:( Icon Support and their Order fulfillment is terrible and sucks. I would not recommend any one to any icon products.

This company does not have any standards. I placed an order for an Elliptical and did not receive it after 3 weeks and when called, was kept on phone for 3 hrs with an answer to call back again.

Guest

From a lot of personal experience, I would count your loses.

Guest

They are also open on saturdays, especially this time of yea r. Everyone wants to register a new machine, or repair an old one.

When you call in, opt for the callback mode and leave your number. You often get a faster response that way. Tell the reps to look at the tech notes and see what has happened so far. Machines are designed so that an average person that is willing to take the time to install it shouldbe able to.

Allen wrenches, screwdrivers, etc. And the tech should leave those parts with the customer. You can get the other tools if you want at a department store or tool shop.

If you have any questions as to parts, warranty items and terms, look and read your owners manual. Also with the console, they have been switching to an android powered system, so it may take a minute to power up, like your computer does.

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Marlene Z Vfy
map-marker Bronx, New York

Icon and Proform

I have a proform 920S excercise bike. The idler arm assembly pulley is made of plastic and broke from normal use. I called and was on hold for an hour before i went on line and "chatted" with them. No replacement part is available and no substitute for the plastic part has been designed. They could not tell me where I could get a pulley to replace it. Basically throw it out!!!!!!! Customer service was brain dead...they thanked me for chatting with them!!!!! No more of their products and I see that I am not the only one with issues with them.
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bbvmck m
map-marker Greenville, South Carolina

PROFORM HAS NO CUSTOMER SERVICE

I just spent 30 minutes on hold for pro-form customer service. Our company fixes fitness equipment and the parts are out of stock on the website and you cannot talk to anyone in sales or in the service department. All Pro-form fitness equipment is horrible to work on and no one is there to help you if you need it. Whatever you do stay away from Proform. The parts they are out of stock on is the drive belt and shock absorbers. Both parts are wear items. The rest of the treadmill is fine but you can't use it anymore because these two parts are
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Loss:
$800
1 comment
Guest

Why doesn't Icon have a form on their site for canceling orders. Did I miss this. No this would force them to have good service or not let people order products that are out of stock(doesn't say backorder).Don't rely on the statement made by Icon to call if you have problems do everything by email and save your emails cause it took over 90 days to get any info on an order.

cnetbuild G
map-marker Rochester, New York

Icon Health and Fitness Service Plan

I've known icon previously since 2007 as Universal Technical Services. They are horrible. Long waits on hold (some times an hour plus). Long delays on parts (up to 4 months). The payment to renew the extended warranty on my eliptical arrived in their mail a couple of days late this year and they canceled the extended warranty and won't renew. You can imagine after years of dealing with UTS my disgust to learn my new treadmill is covered by the same company (with a different name). I have been on hold 90 minutes to get a part that was broken in the box when I opened it. The treadmill came with an extra 2 year warranty and then I purchased an additional 3 years. I don't know that I can deal with these people for the next 5 years. Here is a tip: avoid calling and try to use the chat feature on the website.
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3 comments
Guest

I have worked in the specialty fitness equipment business for 11 years and have heard my share of Icon horror stories.

My advice is to seek out the nearest specialty fitness place and purchase from them. You won't have to deal with the long hold times or have to work on the product yourself in the case something goes wrong. Plus you will know you are buying the best equipment available for your home.

To search for a specialty dealer go to one of these brands' site and click on "dealer locator": Precor, Life Fitness, Octane, TRUE, LifeCore, Bodyguard, or BH.

Hope this helps with your future fitness endeavors.

Guest

I didn't realize the company makes a lot of different equipment under a lot of different names sold through many channels. When I bought a totally different brand I didn't know it was manufactured by the same company using the same support group.

If you don't have an extended warranty then the cost for parts are outragious and unafordable.

There is no choice. Unless you want your expensive equipment to sit broken or throw it in the trash you have to deal with the horrible extended warranty support.

internet n

so i'm confused. you're mad about having to deal with these people, but you're mad that you received the letter to extend the warranty late so now you are no longer covered and no longer have to deal with them...then you purchased a treadmill from the same company.

by accident of course. good luck!

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wyocarp
map-marker Las Vegas, Nevada

Not Honest

I purchased a Pro Form Tour De France exercycle about two months ago. I was a little shocked by the confirmation email that said the bike would ship in about two weeks as there was nothing said about them not being in stock during the purchasing process. They have given me several dates that have come and gone as to when they would expect them in. Now, they say they have them and it will ship within two weeks. Really? Isn't that what I heard two months ago? They now say it is up to the shipping company which is Home Direct Usa, who doesn't answer their phones and has tracking information that is very ambiguous. This is by far the most frustrating purchase I have ever made online. And of course now, I'm reading a lot of negative comments about the machine not working well, being shipped damaged, and some being shipped without all the parts because they don't have all the parts available. I have been told lies about credits I would get for the delay. If you are reading these comments before purchasing from this company, please reconsider.
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Loss:
$1325
2 comments
internet n

i dont get it. i have 3 stores within 5 miles of my home that i can purchase the tour de france bike from.

and i live 100 plus miles from any major cities. cut your losses and and get your bike same day from a local dealer.

it still carries the same warranty, whats the difference!!!! wow....

Guest

I ordered the Pro From Tour de France from ICON in early September, and it was supposed to be in stock. Ha.

Every time I called to find out when it would ship, they would say "this Saturday". After 2.5 months, something seemed fishy.

I cancelled my order with Icon Fitness after I found another dealer online who had it in stock and shipped it for free the day I called him. Go figure why the manufacturer can't ship its own product and someone else can.

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Larone Ycy
map-marker Washington, District Of Columbia

Icon Customer Service is Impossible

I purchased a Healthrider Treadmill as a Christmas Gift. I've been dealing with Icon Customer Service since January which so far has gotten me alot of frustration and little else. Our treadmill has not worked since we received it. After two visits from technicians it was finally declared defective. Since that time I have been trying to get them to send a new treadmill and remove the defective one, with no luck. Their customer service line puts you on hold for hours, and when you finally talk to a person they aren't any help. Even their online chat they take your information and give you a phone number to call, no answers. Icon fitness is the worst company I have ever dealt with. They do not stand behind their product.
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6 comments
Guest

Their "support" must consist of a bunch of druged up *** that give a *** about their work, their company and for sure could not care less about the *** people that buy the products that pay for their salaries (unfortunately). They have no ethics whatsoever and the "Hello, this is Peggy" guy provides a stellar service compared to this bunch of idiots.

internet n

never give up, never surrender!

Guest

Icon Fitness is the most horrendous company I have ever dealt with. I posted a complaint here a few years ago, and I have found most people have the same experience.

Ridiculously long wait times, completely ineffective customer service, and incompetent people "diagnosing" the problem. I may need a new treadmill soon, and I will never, ever buy one from a company that uses Icon Fitness as their extended warranty.provider.

Guest

I purchased a norditrack treadmill from sears with a 3yr service plan,I called icon for service when the belt ripped,service man found other problems and took pictures without my consent of treadmill in my bedroom.Icon told me that after reviewing the pictures they will not honor the service agreement due to rust on frame of treadmill and also machine is dirty.I asked for pictures from Icon and also asked service amn to email pictures and Icon and service man both refused,I know my machine is not in the condition they both claim and rust on machine is from sweat when running on treadmill or it can be from bad production of the steel frame was made of.the machine is almost three years old and service plan is going to expire in november,I think that it cost more to fix machine so there for they will use any excuse to get out of honoring agreement.What happened to customer satisfaction I paid for what Im asking for I dont expect something for nothing.I will never buy anything from nodictrack or anything associated with them.

Guest

From a lot of personal experience, I would count your loses.

Guest

When you call in, tell them your issue, tell them to look up your history, look up tech notes, and take a picture of the defective part and give them the model and serial number of the machine. If the part that is broken is the frame, on most models you will receive a new machine.

If not, then it depends. Look on your owners manual at the last page for details.

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Tracy L Meq
map-marker Vivian, Louisiana

Nearly 4 weeks and still waiting for shipment

Proform shipping is awful. I ordered a spin bike nearly 4 weeks ago and it still hasn't shipped. I sent an email after two weeks and was told it would ship out by Tuesday last week. I called Saturday and was told it would ship by yesterday. It still hasn't shipped. When I asked what the hold up was the guy told me he didn't know that there were plenty in stock, basically they just hadn't shipped it. I could have ordered this bike from amazon and had it in two to three days. If it doesn't ship by tomorrow I am cancelling my order. Apparently they don't care about my business.
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Loss:
$300
2 comments
internet n

good work on sticking with amazon. i would have suggested a local dealer but amazon hasnt let me down.

Tracy L Meq

Just wanted to do a follow up to my above review. I called the next day to see why my order still hadn't shipped and to cancel my order and I was finally told the bike was out of stock.

Why wasn't I told this when I ordered the bike or the first two times I called or the first two emails I sent? Even as he was telling me it was out of stock it was still showing as in stock on their website! Anyway, when I attempted to cancel my order he offered to upgrade me to a better bike that cost $200 more for no extra charge and ship it out that day.

It is scheduled to be delivered by UPS Monday. I don't know that I'll ever order anything from them again, Amazon would have been much quicker, but for now I'm just happy to be getting my bike.

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dalius
map-marker Dallas, Texas

ICON Health and Fitness bad product and equally bad customer service and repair

I bought a brand new elliptical in April 2011 and by the end of July ii was broken.

I have had numerous visits by the service tech from ICON to try fix this and the service tech said he has told icon that it is irreparable and submitted a report and photos. He also said that part of the reason it broke is due to the terrible installation I PAID for that was carried out by a NORDIK track installation professional and that it was not done correctly.

I keep trying to get a refund of my money for my machine and the payment for installation and here we are now in September they are only now telling me I need to submit receipts for review by "committee" who have never even seen the many pieces this elliptical is in on the floor of my house.

I have submitted these receiepts more than once and have to submit them again and once they actually manage to find them they tell me it will be at least another 2 to 3 weeks before I can find out what my options will be. They won't even tell me if I can get a refund despite their tech saying he can't repair a machine that broke after just over 2 months of use after it was installed by their own tech.

I am more than upset, both by the lack of construction quality on the machine and the amount of time this is taking to resolve

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2 comments
Guest

From a lot of personal experience, I would count your loses.

Guest

Send your pictures and receipt to cspr@***.com and have your name, and customer number that icon gives you and it should speed the process up. Also call the customer service line and when prompted, go for the call back option. Its often faster and less hassle for you.

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dalius
map-marker Dallas, Texas

ICON fitness shoddy machinery and shoddy service

I bought a brand new elliptical in April 2011 and by the end of July ii was broken. I have had numerous visits by the service tech from ICON to try fix this and the service tech said he has told icon that it is irreparable and submitted a report and photos. He also said that part of the reason it broke is due to the terrible installation I PAID for that was carried out by a NORDIK track installation professional and that it was not done correctly. I keep trying to get a refund of my money for my machine and the payment for installation and here we are now in September they are only now telling me I need to submit receipts for review by "committee" who have never even seen the many pieces this elliptical is in on the floor of my house. I have submitted these receiepts more than once and have to submit them again and once they actually manage to find them they tell me it will be at least another 2 to 3 weeks before I can find out what my options will be. They won't even tell me if I can get a refund despite their tech saying he can't repair a machine that broke after just over 2 months of use after it was installed by their own tech. I am more than upset, both by the lack of construction quality on the machine and the amount of time this is taking to resolve.
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1 comment
internet n

maybe next time we assemble the machine ourselves. its just like a car, we all would love to be able to trust a mechanic to do a good job, but if you can do it yourself why not save a few bucks and do it. and if you are disabled or what not i understand, but get a friend, a family member somebody you know is going to take care of this expensive equipment rather then pay an amateur or stranger to do a rush job and leave you stranded...

Moosejoose
map-marker Chelmsford, England

Simply the worst service ever...

We had to order some new bolts for our Nordic Track, we did this in early June. At first things seemed to be very good, we had a nice email back from them saying that the parts were'nt in stock but would be with them soon and they would dispatch. Nothing happened then, we went back to the company at the end of June and they said the parts still were'nt in stock, interestingly we had a phone call within a few minutes from Malcolm the manager to say that the parts were in stock and that they would be sending them out to us. Another couple of weeks went by and still no parts so we rang the same number again to be told we shouldnt ring this number but ring customer services, so this we did. Customer services said that they didnt have all the parts so hadnt sent them even though Malcolm said they had. So we asked the guy we were now speaking to if he could let us know what was happening, he sounded Indian. He later left a message for us (this was the 13th July) to say that the parts would be with us within 48 hours. On the 18th July we still hadnt received the parts so rang again and this time spoke to an Eastern European guy called Alex, he checked the address and found that when the parcel had been sent they hadnt actually put the name of our house on the parcel, just the street which meant around sixty houses were possible delivery addresses for our postman. They couldnt seem to see what the problem was! Eventually however, only due to the fact that our postman knows us were we able to receive the parts on 19th July, over 6 weeks since we ordered and paid for them. Do not use this company they are rubbish and have no idea of customer service or efficiency. You cannot even speak to a supervisor as its 'against company policy'.
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3 comments
Guest

try being nice and it might get you somewhere in life. being racist about the customer care representives? maybe karma is your problem, not icon.

Guest

1. Your staff should not make statements that are untrue.

2. They should address their parcels correctly.

3. There should be a system in place where someone can speak to a supervisor if things are going wrong.

This has been emailed to Kelsey

Brady Tyc

Moosejoose,

I would like to apologize on behalf of our company for the frustrations you have been faced with. If there is anything that I can do for you please let me know.

Kelsey.Snarr@***.com

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Rachel Z Auz
map-marker Washington, District Of Columbia

Icon fitness makes poor quality, the tech even told me so

I bought my Nordic track act classic in Jan 2010. within a year and a half, it has been operational about 6 of those months (and not perfectly at that) and I have had 6 visits from a tech who ultimately claimed he could not fix it. The first problem was with the display unit, then the magnetic resistance stopped working, then the machine was clunking and even after the tech replaced ALL of the belts and bearings it still has a screeching squeak that makes it impossible to use. When the first problem arose, I called Nordic track and rather than admitting they sold me a lemon that broke within a few months, they more or less forced me into buying a three year warranty for $200 (what else could I do with a piece of junk too heavy to move?) The machine will be replaced under warranty, but I honestly would rather have a refund than have to get another item from icon which will need to be assembled by me again and will not be covered under warranty unless I spend another couple hundred bucks. I just want the machine I spent $800 on originally to work like it was supposed to. I can't tell you how many hours I have spent on the phone and with the technician. Not to mention the months spent waiting for wrong parts, etc. The tech spoke with me extensively about icon products and said he had seen so many problems, many unfixable with this company. Straight from the techs mouth, do not buy icon products, they are cheaply made with low quality materials, bolts that easily strip, for example. Please save yourself the torment of dealing with icon, it is like a bad marriage, you can't get out of.
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books a
map-marker Mechanicsville, Maryland

Proform/Icon Fitness lied about shipping, stock

RUN, DON'T WALK AWAY FROM THIS MERCHANT!!Attempted to purchase a Proform TDF online during the Tour de France. After being told multiple times that the order had shipped, I found that the item had NEVER been in stock, they all told the same story. Yesterday a rep told me that the order had shipped on Friday-actually the item was CHARGED to my credit card on Friday and shipped after 6 p.m. on Monday. This same rep also charged my account with an extended warranty charge! I am currently in a credit card dispute, through my bank, with this company-Proform/Icon Fitness-and will refuse shipment of the illusive machine when/if it ever arrives. –Lucy
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ginatrainor
map-marker Cascade, Colorado

ICON Health and Fitness

We purchased a Nordic Track Incline Trainer X3 and have had nothing but problems with the machine. Called in to ICON 11 times in 2010. The first tech they sent out asked if I had a cloth or rag. I gve him one and he used it to stuff i the machine to prevent it from squeaking. You could actually see the cloth poking out under the machine. Finally after 11 calls and a few missed appointments, a tech came out and fixed the squeak. Now - a few months later and the machine won't work at all. ICON wants $209.78 for a new controller plus the tech to put it in and they can't say if it will last more than a week. Bad company Bad product Bad customer service.
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2 comments
Guest

Icon stepped up and helped resolve the problem I was having with my Nordic Track X3 Incline Trainer. They paid for parts and I paid for the tech to fix it.

It appears to work again. Yeahhhhh - thanks to Kelsey with Icon for her helpin getting this issue resolved.

Guest

From a lot of personal experience, I would count your loses.

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