Icon Fitness - purchased a Crosstrainer 970 bike on-line directly from Pro-Form.com - When the bike was delivered, I tried to assemble it and to my dismay the FRAME of all things was bent

Icon Fitness - purchased a Crosstrainer 970 bike on-line directly from Pro-Form.com - When the bike was delivered, I tried to assemble it and to my dismay the FRAME of all things was bent

Icon Fitness

In March 2003, I purchased a Crosstrainer 970 bike on-line directly from Pro-Form.com. My reasoning for purchasing the item directly from the company was because I thought that a company as popular as Pro-Form would stand behind their product. As of today, April 27, 2004, I have nothing good to say about Icon Fitness or Proform. When the bike was delivered, I tried to assemble it and to my dismay the FRAME of all things was bent. I contacted the service department of Iconfitness which is automated and left several messages. If they ever returned my call is was usually days later and they were no help. One time I decided to stay on hold to speak directly to a human representative and I was on hold for 45 minutes until I just got angry and hung-up.

Due to their lack of service, I called my credit card company "Discover" and had the item removed from my credit card on March 26, 2003. In July 2003, I received a bill from Icon telling me that I owe them $317.69. In July 2003, I faxed Icon a letter and a copy of my bill informing them that the bike was defective and I could not assemble it and I wanted to return the item. I never heard from them. From July 2003 until November 2003, I've called them and left messages to no avail. In November 2003, I sent them an e-mail message - nothing. On December 11, 2003, I sent another e-mail in an attempt to get on-line help and an individual named Susan was on-line. I gave Susan my address, home and work number. Susan responded that she would forward my information to a higher authority - nothing.

On December 2003, I found out that my account had been turned over to a collection agency - National Asset Recovery. I informed them that I refused to pay for an item that was damaged and the only option was for the bike to be returned.

On December 30, 2003, I called 1-800-727-9777 and was referred to 1-800-380-3869 and the automated message stated that all the representatives were busy and my hold time would be 14 min. In individual finally answered, I was told that I had reached the marketing department and I needed to speak to a representative in customer service. I was then transferred to call 1-800-727-9777 and I was then told that I needed to leave my name and number after holding for 12 min because all the service representatives were busy.

I later received a telephone called from a representative named "Blaine" who stated that he couldn't find my file in their system and that he only handled parts and services. I explained my problem to Blaine who stated that I needed to speak to a supervisor because the warranty on the bike had expired. Blaine put me on hold and later came back to inform me that the frame of the bike had a lifetime warranty and could be replaced. Blaine stated that I needed to send him pictures of the damage.

On January 16 or 17, 2004, I sent the pictures and I never heard anything back.

On March 1, 2004, I e-mailed Icon and tried to send the e-mail to Blaine's attention requesting that they come and pickup the machine, but I've never heard from Icon.

I'm still receiving telephone calls from the collection agency and I have told them that I refuse to pay for equipment that does not work and I want Icon to pickup their equipment. I have continued to send e-mails but to no avail. I think Icon is one of the worst companies that an individual can deal with. I know that this has had a negative affect on my credit rating but I am adamant about fighting this. The collection agency called me yesterday April 26, 2004, and told me that they will probably take me to court and I told that it was OK with me because a person should not have to pay for equipment that does not work.

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