nanci Wilson

Review of Icon Health and Fitness

I have to say that if I had not stumbled on to Jan...

I have to say that if I had not stumbled on to Janet in Customer Service and Parts/Service I would have written a seething review. Because of her I am giving Icon a 5 star!! My story begins with a purchase of a Proform hybrid exercise equipment from Amazon. With the exception of one Amazon rep, Amazon reps were helpful connecting me with Icon in order to resolve a problem with a part. First, the equipment is well made but the Quality Control for shipping all the necessary pieces needs attention. More than a week ago I was on the phone with Amazon attempting to connect with Icon. An Icon rep, Wyatt, needed the model and serial number for the machine and since I was not at home had to call him back. Well after 40 minutes on hold I hung up and called Amazon back. Sonja, the Amazon rep and I stayed on hold for another 45 minutes and finally got connected to Andrew at Icon. During our conversation I sent a picture of the problem part. He seemed to understand the problem and said that he was sending out a replacement part. Friday I received an identical part that was still missing the bearings. I called Amazon back and Zimasa, the CSR rep, surprisingly gave me all the wrong information and wanted me to dissemble the equipment (all 150 lbs), package it up and place it out the front door. I said that wasn't acceptable and she agree to get ahold of Icon and call me back the next day. I never rec'd a call from her so decided to call Icon directly. Unfortunately since the pandemic, Icon has been swamped to the point that they are working Saturdays with all phone hold times reaching 1 hour. Well Saturday, I waited 1 hour 2x. The last time, Janet took my call. She asked me the right questions which lead to a resolution. I knew that it would take a lovely lady to solve my problem!!!! Many thanks Janet for your assistance. Nanci