I too have had problems with Icon Health and Fitness, fortunately I have been compensated for problems thus far. Although everytime I have to contact them I never know exactly how the outcome will turn out. The only thing I don't get compensated for is the constant problems and the constant need to follow up, time spent on the phone. I have found "persistence" is the key. I have to decide each time on the phone what I will be happy with. I have no idea how this company stays in business. The mistakes they have made have been serious financial mistakes and their bookkeeping skills leave something to be questioned.
Initially I had repeated problems with my spa, took several attempts to get the problem solved. Same situations as others, limited access to repair people that in themselves questionable. I have an entire array of spare new parts at my home and they insist on sending me more. At one point they sent me an entire new spa unit and that even needed repair, they didn't want it returned (I keep it for spare parts) I now accept them rather than try to convince them that its not in their best interest to continue to do so. I have had my spa for several years now and considering I have not had to put out cash (i had my warranty extended till 4 at no cost to me-just from constant complaints) i have had to only deal with the aggravation of having a repair person out every 6 months to fix something. I now know my spa mechanically better than the manufacturer.
Most recently I decided to order new wood sides for my spa and a new liner (not covered under warranty) after 2 months of not receiving the things I ordered I called and was told that they had no one to manufacture the liner but had the wood sides in stock (they said I needed 2 panels at $91.45 each) I had them ship them immediately and they assured me I would not be charged for the liner. Well they did ship them and I was charged for the liner.
I have contacted them twice now to be credited for the liner and also it turns out I did not need to have 2 wood panels. I wanted to be credited for one wood panel and initially I was told I would have to pay myself to ship the side panel back. I asked to speak to a supervisor (Jay) has assured me due to all the aggravation they will send me a call slip for the wood panel and would -credit for that when it is returned. We will see, then I spoke to Maria Brown about the overcharge on the spa liner. She had no record for the charge. She stated she was going to refund the money. We will see, this could go either way I could be charged again! I think i am going to dispute the bill through Visa also, just to cover my bases.
I say with Icon, persistance is the key, have a reasonable expectation of what would make the inconvenience right.
Cathy
Petaluma, California
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