We purchased a treadmill from Home Depot on January 6. It was delivered on January 9. We put the machine together and it would not turn on. We called Home Depot and we were told we would have to pursue Icon to fix the machine through warranty.
We called icon and they did a troubleshooting proceedure which they concluded that the problem was the controller on the machine. They sent us a new controller which did not fix the problem.
We called icon and told them that the machine still did not work. They said they would send another controller and schedule a tech to come install it. We received the other controller and it took 2 weeks and 3 scheduled appointments because the tech would no show to get someone to come and install the controller.
The tech came out and installed the 2nd controller and the machine would still not work. He said that it was the motor and the controller and he ordered a 3rd controller and a motor.
We called the techs manager and asked to have another tech come look at the problem because the 1st tech was here for 10 minutes and didnt really do anything but push a couple of buttons after he installed the new controller.
They sent a new tech who explained that it was not the motor but the controller. I told him that we have already gone through 2 controllers and it wasnt fixing the problem.
He said that he would order a new one and to wait for the motor and he would come back and see what he could do.
We waited 3 months and still havent recieved the motor. We called Icon and we were told that they were on back order and it could take 6 months to get one.
We asked if it would be possible to just replace the entire machine or if we could return it because we didnt feel it was right that we paid $1000 for a machine that will take 9 months to fix.
They said that they could not replace it and stated " Well if you buy a defective vehicle you can't return that." We stated that there are laws that protect the consumer in that situation and we are not talking about a vehicle purchase.
We asked to speak to a manager or the highest person available and we were told that there is nobody else that we could speak with because they were asked that they not give out the managers or owners information and we could only deal with their customer service department.
As of today we have a treadmill that we have never been able to use because it was delivered broken. We have dealt with this company for 3 months and they have refused to compensate us for the $1000 we paid for this machine.
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