Report: #996952

Complaint Review: Icon Health & Fitness

  • Submitted: Mon, January 14, 2013
  • Updated: Mon, January 14, 2013
  • Reported By: Chris — Chepachet Rhode Island United States of America
  • Icon Health & Fitness
    1500 South 1000 West
    Ogden, Utah
    United States of America

Icon Health & Fitness NordicTrack Wasted money on a defective NordicTrack A.C.T. Elliptical; warranty; and inside delivery & assembly. Ogden, Utah

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Back in December 2011 I ordered the NordicTrack A.C.T. ellipitical machine through their website for about $900.  I also paid over $200 extra for inside delivery and assembly.   My machine was delivered and asembled as promised a few weeks later.  I was also contacted regarding an extended service warranty, which I purchased for another $100 or so.  Within a couple of months, the elliptical machine began making a loud clunking noise and I could feel a hitch in the stride.  I called customer service, where an employee diagnosed the problem over the phone (which, along with several online anecdotes I had found already, led me to suspect that this could be a known issue with this model) and said he would send me a couple of replacement bearings, and that when I received them I should contact the company providing service for IconFitness (the parent company of NordicTrack).  I did so, and a technician from that company arrived a week or two later.

When the technician saw the two bearings, he chuckled and shook his head, then proceeded to dismantle much of the machine.  He informed me that he would actually need to replace the whole "rear end".  Weeks passed as boxes of parts large and small (that he had ordered) were delivered to my home.  Then more weeks passed while I tried to get an appointment made with a suddenly scarce technician.  He finally arrived one day late in the summer, took the machine apart and replaced all of the parts I had received.  When he was done reassembling my machine there was absolutely no difference or improvement.  He then took it apart again, told me that there was a cracked weld, and that I should no longer use it for safety reasons.  He took pictures which he said he would send to Icon Fitness, and that I should hear from them regarding a replacement within a week.  I waited two weeks and heard nothing, so I contacted him again.  Again he said he would follow up, but three weeks later still nothing.  So I contacted him and IconFitness via email; he told me that he had "done his part", Icon told me they didn't even have a case opened.  I did that myself, and a second technician was sent to take more pictures.  This second guy had no idea why he was there, though, or what the situation was.  When I told him, he used my computer to search for the original pictures, but told me there were none, and he took the machine apart and took more pictures (after initially  telling me he couldn't see the cracked weld).  That was back maybe in September 2012, but nothing has happened since.

I recently threatened Icon with legal action, and only then did they finally agreed to replace the machine, provide free inside delivery and assembly, restart my extended warranty, and take away the old equipment.  When I called to follow up, however, the representative at first said they wouldn't pick up the old machine, but after speaking to her manager (she said there was "nothing in the notes") made the arrangements.  Last week I received a call from a trucking company looking to set up a delivery appointment, but they knew nothing about picking up the old machine ("we don't do that"), and also told me that the delivery was a "doorstep delivery" only, no assembly either.  I emailed Icon about this latest debacle, and received a read receipt shortly after (the evening of 1/10).  At this writing, I have yet to receive a response.
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This report was posted on Ripoff Report on 01/14/2013 08:58 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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