Complaint Review: ICON Health & Fitness

Beware and Ask more questions with ICON Fitness equipment repair service!

I contacted ICON about service for a rear roller bearing on my treadmill; incurring a ~$160 charge up front. A service repair person was assigned and called me up since he was in my town that day. I explained my symptom and I noted that I did not have the replacement roller because I wanted to appreciate whether the repair person would have access to parts. He shared that I needed to order the parts but that he could stop by to affirm it was the roller bearing; in no way communicating that if he did stop by, that would complete my original $160 order.

He was in and out of my house in 5 minutes confirming that I needed to replace the roller bearing.

I ordered the roller and upon contacting him again to finish the job, I was told I needed to open a NEW service order. Contacting ICON again, I then learned this would require another $65 charge or I could follow the self help videos and install it myself.

I expected the the service technician would have installed my new roller bearing as part of the $160. I wouldn't have let him stop by while in my city to affirm that was the issue if I knew the $160 was only covering his 5 minute visit.

Turned out ICON called the initial service a "diagnositic" visit; fully knowledgeable that a "repair" visit would be a separate order.

I feel better communication and better customer service is needed.  A 5 minute visit to affirm what I had shared for $160 is a ripoff.

Following up with ICON Customer Service has proved fruitless.