Complaints

This profile includes complaints for Myx Fitness, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Myx Fitness, LLC

  400 Continental Blvd #400 El Segundo, CA 90245-5089

• 

  Myx Fitness, LLC

  19 W Elm St Greenwich, CT 06830-6452

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 13, 2022 we reached out to customer support because our tablet wasn't working incident number 221011-001643 Response By Email (****) (10/13/2022 06:45 PM)Hi *******,We apologize for getting back to you just now. As we have checked on your purchase history, your warranty expired last 08/Jul/2021. As you know, MYX comes with a one-year warranty. You can read it in full here: *****************************************************. For this issue, we will escalate this to our logistics team so you can purchase a new tablet. If we can be of any further information or assistance, please let us know.We never heard back from the logistics team In their response they also stated (falsely) that they had attempted to contact us multiple times yet no emails or missed calls on our end. As we never heard back we contacted core support on 10/21 ( request ********) who responded back on 10/25 and said to call myx customer service but the number provided was disconnected This doesn't include the 3-4 other phone calls to customer service simply asking how we can BUY a new tablet So my wife and I have been forced to use our perfectly good bike with a 4 inch phone because the company won't sell us a replacement monitor without buying a new bike

  Business Response

  Date: 12/22/2022

  Hello ****,
  
  Thank you for taking the time to speak with us regarding your concern.
  
  As discussed, an invoice has been sent to your email address to purchase the replacement tablet for your ********************* accept our apologies for the inconvenience caused.
  
  Sincerely,
  Myx Support
  

• Initial Complaint

  Date:10/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a fitness bike from Myx Fitness in 2022. Since then, I've had multiple issues with the equipment and have even had to have the bike replaced. Almost a year after receiving the replacement bike, it also has issues. I've reached out to the company for a resolution to my dismay, I was informed they are unable to assist because the warranty expired. 2 years and 2 bikes later and still having to deal with the same issues with no assistance from the company.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/07) */
  Hi *******,
  Thank you for contacting MYX Fitness.
  Upon a detailed review on your account, we do see that you were able to get in touch with the Bike Maintenance team to provide further resolution.
  Since your order is out of warranty and as a one time courtesy, a new left pedal and crank are set to be sent to you and a technician will visit to perform the installation once the parts are received.
  Please be on the look out for e-mail communication from our team with detailed information on whom to contact at CORE fitness to schedule the repair.
  We hope this resolution finds you well.
  MYX Fitness

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Call made to Myx Fitness, LLC spoke with ***, who transferred call to Supervisor *******, who exalted the call to **** in the Corporate team. **** advised the investigation would take 3 days. Called back 4-5 days later to follow up, spoke with***************************************** (corporate team). Original purchase was with Myx Fitness, LLC. This company migrated **************** There was no consumer notification provided that I would have to have a subscription in order to use this bike. When originally purchased through Myx Fitness, LLC, I was able to use the preloaded classes and ride through country scenes without payment. I then signed up for a subscription and canceled it months later. At this time, I have a bike sitting in my living room not being used because I have to pay for a service that I should not have too. Anytime a migration occurs the consumer is always notified. I did not receive notification and this is plain out fraud and seeking funds for unnecessary services.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Hello ****,
  
  It was our pleasure to assist you on our follow-up call conducted on August 24, 2022. We deeply apologize that you did not receive the communication regarding the company Merge. As mentioned on the call, this must have been because your account was closed/ inactive during the time the company merge was taking place.
  
  Please see the following link to view the email notification that was sent when ********* announced they would merge ******* and *********
  More information about this can be found in the following article:
  
  One Brand: ******** MYX, and *********
  FAQ:****
  
  *********************************************************************
  We are happy to hear that you are open to using the promotional offer we gave you on our follow-up call on August 24, 2022. Please view the emails sent on that same date for more details on your offer. If you have any questions or need any additional help, please call the phone number in the email.
  
  Please accept our apology if we made your experience with us less than amazing at any moment. We sincerely hope you will give us another opportunity to assist you in the future.
  
  Thank you again for your feedback,
  
  ********* Corporate Service Recovery

• Initial Complaint

  Date:08/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/25/22, MYX fitness collected $1564.92 payment from me for a stationary bike order************* The terms and conditions MYX produces on their website are unconscionable and not lawful because they are so one-sided towards the seller. This demonstrates that MYX is operating as an unethical company. MYX texted me to schedule delivery for the bike, which I scheduled for 8/13/22. MYX continued to text me requesting I schedule delivery; however MYX's website showed my delivery as scheduled for 8/1`3/22. I telephoned MYX to report this flaw in business practice and was provided no assistance by someone who could not speak English. The bike was not delivered on 8/13/22. I called MYX on 8/13/22 and told this to MYX's employee, *************************** She refused to assist in any way, and refused to let me speak to a supervisor. She literally laughed at me when I said MYX was committing a fraud and MYX cannot keep my $1550 for a month and not deliver the bike. She refused to refund my money. I called ********* and received the same assistance by someone who was not in the United States, and was also told that I could not speak to a supervisor. They also refused to refund my money. This is a deceptive trade practice, it is a fraud, and a scam. These companies have the use of my $1550 for over a month and refuse to provide product., refuse to refund my money, and refuse to let me speak to a supervisor.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Hi *******,
  Per a detailed review on your account, you contacted **************** on August 12, 2022, to schedule a delivery date for your order for a delivery date of August 13, 2022.
  The delivery could not be completed on August 13, 2022 as there was no one at the residence to receive delivery of the MYX Bike.
  You spoke with us on August 13, 2022, requesting to speak with a supervisor regarding your MYX bike as you were having issues receiving delivery. We attempted to connect you with MYX support, but you refused to be transferred as you did not want to speak with an agent outside of the U.S. claiming a prior bad experience. We assured you could request a US agent, but you again refused to speak with the support team. Per our records with MYX, there were no contacts with support prior to August 13, 2022, via your phone number attached to our call records. On August 17, 2022, we spoke with you on the phone to offer apologies on your experience, gather your feedback, and see if you still wanted to take delivery of the order. You requested to cancel the order and request a refund. You expressed frustration and felt it was deceptive that you could not receive your order and not speak to a supervisor when you spoke with MYX *************. For the experience, we refunded the last renewal charge of your annual ********************* membership. We did mention we would escalate the cancellation and refund request to process. A follow up was promised daily to get further resolutions and a phone number was given to contact back if you had you had further questions or concerns. An outbound e-mail was sent on the same day confirming escalation details regarding the cancellation request. A voicemail was left on your phone number listed on your account on August 18, 2022, to confirm**** has cancelled further delivery requests for the order and the refund request was escalated to our back of house team for review. An outbound e-mail was sent the same day relaying these details as well and confirming a follow up would be made by August 22, 2022.On August 22, 2022, an outbound e-mail was sent to inform you that the refund request was being reviewed by our back of house finance team and an update would be sent as soon as more information is received. We did note on the account that a charge back request was filed with your financial institution for the order. On August 24, 2022, we left you a call to confirm**** cancelled the delivery request and advise that a charge back was initiated for the MYX order. We informed this process can take up to 75 days as the claim gets processed between MYX and your bank or credit card company. The next communication should come from your financial institution regarding the investigation of the charge back request. An outbound e-mail was also sent on this date to relay this information as well and a phone number to contact us back if you had any further questions or concerns. Sincerely,
  MYX