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2.2

I called to have someone replace the motor on my treadmill. I have had it for over 5 years, I know what it should sound like.

I called and told them it was the motor, instead of sending a tech out with the part I had to pay for someone to tell me what I told the rep. Fast forward I needed the final sign off and got it. While the motor was covered, I had to pay yet again for another tech to install it. Just overcharging clients on tech fees.

I wish they would just listen to me and send the first guy with the part instead of making me wait and pay again. Not s great way to keep clients coming back.

Monetary Loss: $250.

Preferred solution: Let the company propose a solution.

Icon Health and Fitness Pros: Good treadmill.

Icon Health and Fitness Cons: Double charge for techs.

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ICONCares

Heather G Lah Weโ€™re sorry you felt the need for a technician to double-check the problem with your equipment was unnecessary as you had assessed the problem yourself. In your case, you were right.

However, we have had cases when we have sent a part for repair and it is incorrect. This causes further delays as the technician orders the correct part for later and has to return again. To avoid the wrong part being sent, we try to assess the needed part beforehand to the get best possible evaluation. You must be very knowledgeable about fitness equipment and we applaud you for your correct assessment.

To discuss this case further, email us directly at ce@Iconfitness.com with your case #1-R101418 so we can come to an appropriate solution. Thanks - Icon Health & Fitness

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