Icon Health & Fitness


Country United States
State Djibouti
City Logan
Address 1500 South 1000 West
Phone 4357505000
Website www.iconfitness.com

Icon Health & Fitness Reviews

  • Jul 2, 2014

I purchased a Weslo-Cadence-R-5-2-Treadmill in december of 2013. The treadmill arrived broken (defective) and never worked even after extensive troubleshooting. After contacting Amazon, I was told to contact weslo to honor the item's warranty. I asked for a refund or replacement however the company would only send a replacement part. I spoke with Tyler from support and he assured me a replacement part would be shipped in 7 to 10 days. That was four months ago. After waiting and waiting for the replacement part I am now outside of my chargeback period and am still stuck with a broken treadmill. Further attempts to resolve the situation through Weslo are met with the same "run around" from Tyler. The only solution I am offered is the shipment of another replacement part which never arrived in the first place. This was the worst customer service experience I have ever encountered and hope others don't make the same mistake I do. Four months have gone by and nothing has been done.

Do not make the same mistake I did by wasting your hard earned money on any welso or icon fitness products. This company provides NO support or warranty for the products they sell, even though they advertise as such. Spend a little more and get a quality fitness equipment provider or risk being stuck with a massive broken chunk of metal that weslo and icon fitness will refuse to service, fix or provide warranty for. This company is a complete scam.

  • Jun 25, 2014

I bought my Weslo pursuit ct 2.0 r Exercise Bike Off eBay from a online wholesale company. It was brand new still in the box and i got it for a very good price. I bought it for a gift and i had it delivered by UPS Ground, the box was in good shape as there was no damage from shipping.

I got out the user's manual and assembled it exactly step by step per the user manual. I couldn’t get the pedals to work and I figured it had a problem. The manual says do not contact the store to call the 800 number and to read the limited warranty on back. I first registered the product to activate my warranty. I also had the option to buy a 1 year hassle free warranty for 29.99 and I bought it to make sure I had no problems.

I then called the 800 number and proceeded to troubleshoot the bike with the tech from their customer support. We isolated the trouble to the EDDY MECH and the tech said that the main part of the bike without that the bikes worthless. That part cost 171.00 and to have it repaired is 260.00. I told him it’s brand new and I have a warranty. He told me my warranty wasn’t valid because I bought it from a unauthorized dealer and I paid a very cheap price for it anyway.

So the next day I called for the extended warranty I paid for and they told me since I didn’t have the manufacturer’s warranty the extended warranty wasn’t valid either. They told me to cancel the extended warranty and they would refund my money immediately. I faxed 3 times and emailed them once to cancel the warranty. That warranty still isn’t cancelled and it’s not honored as the manufactures warranty.

I have a Brand New Weslo pursuit ct 2.0 r Bike that’s no good and the manufacture will not honor their warranty. It says no where about authorized dealers any where I also talked with Tyler of their customer service who offered me 20% off parts. I feel I was ripped off and the manufacture needs to honor their warranty.

  • May 15, 2014

Don't buy from this company. I'm telling you it will result in nothing but multiple headaches and disappointment and you will regret it.

We purchased a Commercial-level treadmill (Model NTL29012) on Jan. 29th. We received the treadmill a couple of weeks later and found that the console speakers didn't work. I called customer service the following morning and they determined that the console had to be replaced. They said it would be 3-5 days turnaround time for the replacement console to arrive at our home. After 2 weeks, I called to get a status on the whereabouts of the console and no one could give me an answer. They had no idea when it would be received from the factory so they had no idea when we would receive it. It actually didn't arrive until 1 month later. Strike 1.

When we received it, it was clearly a job for a technician. It was not like an assembly of a treadmill that comes with an instruction guide and only a few large parts to put together. It was just a console - no instruction guide, no tools - that would eventually require 3 hours to replace. Prior to us replacing the console, I called customer service to ask if they'd be sending out a technician to replace the console since we purchased the extended in-home labor and parts warranty for an additional $300. They said that this type of repair was something they expect the customer to do! Really?! Strike 2.

At this point, my husband was able to get the new console installed, again after 3 hours with no assistance whatsoever from Icon and this time the fan didn't work. Strike 3.

I immediately wrote a letter to Icon, since emails were going unreplied, explaining the frustration we've experienced thusfar. To this day, Icon has never contacted us directly about the issues even after submitting a complaint through the Better Business Bureau and getting my credit card company involved. Then, out of the blue, another month later, a technician calls to say he wants to schedule an appointment to install the new console and to let him know when it arrives. What new console? The one that we installed over a month ago that's defective? Or, is there another console on the way that we don't know about?

After attempting to reach the Technician (it went to voicemail), I called Icon for the umpteenth time to find out what's going on. Customer service said there is no other console on the way and that this was in response to a letter I sent over a month ago. What?! I had already contacted Icon to tell them we had installed the console ourselves, forced to do by Icon, and that the fans did not work. I asked her about the letter to BBB and she said that in the notes, it states that sending out this technician was supposed to satsify the complaint I filed. Really?! I don't think so. Each time, I call customer service, I ask if I could speak with a supervisor, not that the customer service people aren't nice because they are, but because I would like to speak to someone in some type of management capacity and that has yet to happen. They never transfer the call to a supervisor, no one has ever called to apologize or to work with us towards a solution, they expect customers to repair their own equipment, they sell defective equipment and even the replacement equipment is defective.

I would never, ever, ever buy another thing from this company. There's no sense of integrity or providing any type of customer service at an even average level. We have a $2200 ""Commercial"" treadmill with horrible sounding speakers and non-working fans. Total RIP OFF!

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