Adam B Xow

Warranty not honored

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I bought a nordictrac elliptical machine along with the extended warranty well within this warranty my entire frame cracked I only weigh 200lbs. I contacted them immediately and had to email pictures to prove what I said was true.

They said I can replace it with a machine of equal value and the only ones that were close to value they did not have in stock. So the only other option was to return it, and they said they would send me a $600 refund on my product fast-forward 7 months later and no check still. I have contacted them monthly for the past 7 months, and they give me a different reason why I have not received my check. I am at a lost for words I don't know where to turn it is at this point unacceptable and just horrible customer service.

If anybody knows something I can do about this like reporting to the better business bureau or filing a complaint with some department that can do something about this please let me know. Never again will I ever buy something represented by ICON fitness EVER!!!

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Loss:
$600
Pros:
  • There is no pros
Cons:
  • Poor to non-existent customer service
  • Defective product

Preferred solution: Full refund

User's recommendation: Do not buy anything from this company they are horrible with customer service and the products are cheap

Anonymous
map-marker Germantown, Maryland

Do. You have the Ab. glider.Routone

I Wood Iike to by. Ab glider Routine ya. See tv. Get a phone number to outer.
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Anonymous
map-marker Northbrook, Illinois

Inability to speak to anyone

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Contact customer service and dialed about 5 different phone numbers none of which got me to a live body. This is completely absurd in this company really needs to upgrade its customer service or you will never get repeat business from myself or anyone I know. This is outrageous
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User's recommendation: Find a different company

Samer A Plg

Extended warranty

Requesting extended warranty my treadmill I like icon health and fitness I dont know why I should be pissed
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Preferred solution: Requesting extended warranty

Samer A Plg

Extended warranty

Requesting Extended warranty for my treadmill
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Preferred solution: Extended warranty

Tamika J Sas

Activation issue

my new treadmil isnt working and i will take it back why do i have to put in credit card numbers to activate my devise i dont like that at all
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Loss:
$120
Pros:
  • There is no pros
Cons:
  • Lack of customer service

Preferred solution: get my stuff working

Anonymous

I was on hold with "Customer Service" for approximately 2 hours, then "Customer Service" hung up on me and, when I called back immediately, I got the "we are closed" recorded message.

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When my stationary bike was delivered, crew that set it up, jammed the seat on so it wouldn't slide up or down to adjust it. It is too low for me. I can't seem to reach "Customer Service" by phone and they haven't called me.
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Preferred solution: Deliver product or service ordered

User's recommendation: I wouldn't buy another Nordic Track. If you can't get service and can't use the product, what's the point?

Maria R Ydw

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Verified Reviewer

Save your money

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Updated by user Jul 30, 2020

Micro SD card that was ordered on 6/18/20 finally came in on 7/27/20. As I thought and was told may happen, the SD card did nothing to fix the issue with my bike. A new console has been ordered and now i must wait again (probably another month) for the console to be...

Original review Jun 30, 2020
I ordered my Tour de France from Proform.com, and ordered the extended warranty that added four more years of extended in-home warranty and four years on parts to equal a total of 6 years on in-home warranty and 9 years on parts taking me to 2024 for in-home warranty and 2027 on parts. That was back in 2018.

On June 2nd, 2020, my bike starts doing weird things, going up and down on its own and goes in an never-ending loop of an option of shutting the bike down and turning up the volume. I called UTS to get my bike fix. Of course, they say I am out of warranty. I forwarded all the e-mails corresponding with Michael from Proform showing that I did in fact purchase the warranty.

All info was forward to Jace, who never responded back to me. Fast forward to June 17th, now two weeks later after more phone calls to UTS about my warranty. I received an e-mail indicating that I do have the extended warranty of my bike, expiration date is 2023-08-14, a year earlier than what I had purchased. Okay.

Whatever. I called UTS again so they can send someone to fix my bike. After being routed to someone "who could fix my bike," a part was put on order, some kind of card reprogramming device because of course, they can't figure out what's going on with my bike, and I guess apparently they didn't really want to send someone to look at it. I get a part order e-mail on 6/18/2020.

To this day, I have not received an e-mail indicating the part was shipped. I called UTS on 6/23/20 to inquire about the part that was ordered because I still hadn't received it. After being routed again to someone who would be able to help me, it seemed like she was upset with me for inquiring about the part and I could go to order status to find out about the status of my order, and that the part that was ordered was "on the truck" ready to be delivered to me. It is now Tuesday, the 30th and I still don't have an e-mail confirmation indicating that the part has shipped out to me, and the "check order status" still indicates my order status is pending.

It is going on a month without the use of my bike for a reprogramming card that evidently looks like it will never ship.

Save your money. Don't buy from Proform.com or ICON Health &;;;; Fitness, UTS, extended warranty because your bike will never get fixed.
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Cons:
  • Customer service is non existant

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Mamaroneck, New York

Customer Service & Equipment in general

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I have emailed approximately a dozen times for help in determining what could be done to fix my ProForm Treadmill and I have not received a response. I called and unfortunately spoke to a Representative named Bayon who was condescending and rude. Bayon should not be in Customer Service! This is the second ProForm treadmill that I have purchased. The first stopped working properly as soon as the warranty was over. I called for a service representative to come take a look. After arriving he looked at the machine and said that short of changing the motor there was nothing he could do and charged the $150. If I choose to change the motor, he would have to return at a different time and for an additional $150 plus the cost of the motor for the repair. He also suggested that if I decided not to repair and to purchase a new machine that i should lubricate and tighten the belt often which would correct this problem from happening in the future. I decided to purchase a new machine due to the cost being approximately the same as the price of the repair. I figured that I would lubricate and tighten the belt as needed and I would not have this problem in the future. WHAT A MISTAKE! Fast-forward to the newer ProForm, I did not have a problem for the entire warranty period but as soon as it was over the new machine started doing the same thing that the older machine did (stopping mid-workout and slipping). I called Icon to explain my situation. I explained that I lubricated and tightened the belt as the service technician recommended and was having the same issues as I did with my last machine. I asked why both machines only after the warranty expired have the same problem. Bayon, in a condescending way asked me how often I lubricated the machine and I explained that I did it often as suggested by the last service technician. Bayons curt response was that I caused the problem. I guess I should have known better than to listen to a certified service technician sent out by ProForm. Since this is the exact issue that I was having with my first machine and not wanting to pay $150 for a technician to tell me this, not to mention if I should question the knowledge of the technician due to supposedly giving me inaccurate care instructions I asked Bayon if I could speak to a manager. Again, in a curt manner, he said that a manager was not available and if I would like he would give me an email address. I unfortunately became frustrated over Bayons tone, at this point sunk to his level and told him how I felt before hanging up the telephone. I have since sent a dozen emails stretching over a three-week span to have a customer service manager reach out to discuss options without a response.
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User's recommendation: Do not purchase equipment from Icon Fitness.

Eliseo Orx

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Verified Reviewer
| map-marker Levittown, Pennsylvania

Missing a part the part I have is to long

Icon Health and Fitness - Missing a part the part I have is to long
Missing a part the one I have is to long
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User's recommendation: What a job putting this together n now I need a part the one I have is to long

Roger S Xxx

Extremely poor product delivery and customer support

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I ordered a Nordic Track T 6.5 Si, iFit capable, treadmill directly from Amazon and the product was shipped by ICON Health &;;;;;;;;;;;;;;;;;;; Fitness,1500 South 1000 West, Logan, UT 84321. Amazingly ICON shipped me a discontinued Nordic Track T 7.0, a previous generation Model, but the SHIPPING LABEL indicated there was a T 6.5 S Model inside which in addition, wasn't correct, since the box contained the T 7.0 model. It is virtually impossible to get any representative at ICON for customer support, and when and if you do they give you the runaround!!! All my documentation with Amazon indicated pictorially the correct Model, the Nordic Track T 6.5Si, pricing, shipping schedule expectation, and being sold exclusively by Amazon. I have since rearranged with Amazon another, hopefully correct replacement with a return of the incorrect product at no additional cost. ICON says they have no specific second party arrangement with Amazon, so how do they arrange for an order to be processed, and mislabel and eventually send the wrong item that's a discontinued previous generation model, pathetic to say the least! I recommend like a lot of others, don't do business with ICON!!!
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Pros:
  • What i ordered
  • Nordic track new model
Cons:
  • Discontinued model

Preferred solution: Coordinate with Amazon, and resolve lack of Customer Support issues/communications.

Resolved
Jennifer P Dxt

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Verified Reviewer

Resolved: Console Software Broke Treadmill

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Updated by user Jun 10, 2020

Company fixed issue and I have been provided with product replacement

Original review Jun 10, 2020
The console on my treadmill went through a software update and it wiped the entire console. I wasnt able to use my treadmill at all. I was quite upset, as it was evening and no one was available to take my call. The next day I spent 94 minutes on hold, however, the technician, Anthony, was fantastic. He walked me through reloading the software and creating an iFIT account. After five days of using the 30 day trial, the improvement is astounding. I will be signing up as a customer as soon as the trial period is over.
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Pros:
  • Superior equipment great customer service
Cons:
  • Inaccessible very long wait times

Preferred solution: Let the company propose a solution

User's recommendation: Be prepared for long wait times, but it’s worth it.

Robert G Ohm

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Verified Reviewer

In need of new belt for Elliptical

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Updated by user Jul 20, 2020

2 months after ordering the part and paying for labor, there are still no updates.

Original review Jul 19, 2020
I ordered a new belt through ICON Fitness on May 21 and was asked to pay for BOTH the part and the labor charges up front. I did so, however, 2 months have now passed and there has been no change in status. They do not provide any updates on expected delivery dates and typically do not answer their business phone.
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Loss:
$227
Cons:
  • Require payment for labor in advance of the home visit
  • No updates on expected delivery of parts

Preferred solution: Deliver product or service ordered

Eileen H Nih
map-marker Cary, North Carolina

Tech support. Nordic TrackTredmill

Trying to get support as bars to which console attaches are 2 plus inches too far apart
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Preferred solution: answer a phone call

Anonymous
map-marker Fairmont, West Virginia

Technically questioning on 680 Crosstrainer

Have a technical question! Cant get any one to answer phone
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