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Business Profile

Exercise Machines

Wahoo Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Machines.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Wahoo hardware failed to work as performed, specifically their kickr paired with their climb failed to work in the advertized software called Zwift. Instead of providing the real life feel of resistance when climbing in zwift, the resistance worked in reverse. Because the company did not notify me of the bug they knew was there, it took me three months of work with Zwift to troubleshoot. At the end of the three month ticket which consisted of me being unable to use the wahoo product as advertized, Zwift forwarded my ticket over to Wahoo and they provided a fix. This is a known problem, according to Wahoo, but when I asked them to provide notice so that other users would not have to struggle solving the issue AND being unable to use their product as advertized, I was told it was not necessary.I am merely seeking to push Wahoo to send out notice so that no other customer have to go through all the work I had to in order to diagnose the problem and fix the symptom (the actual problem has still not been solved - so customers are still experiencing hardware failures with no known solution unless they troubleshoot and struggle as I did). It seems that Wahoo is reluctant to reach out to it's customers so they don't have to experience degraded performance. I am seeking Wahoo to do the right thing while they work on the solution to this issue.

  • Initial Complaint

    Date:02/14/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    In October of 2024, I purchased the Wahoo KICKR ROLLR direct from the company's website. The product description claims that it is compatible with any tire. "KICKR ROLLR is designed to be easy to use with the majority of both 700C road bikes and road tires, without the need for trainer-specific tires."and again "While KICKR ROLLR is also fully compatible with trainer tires, these are not required - there is no need to use a trainer tire as ROLLR was designed to easily transfer your bike between the road and a home training studio."It is not compatible with any tire. Not road or gravel or even trainer tires. The rollers get the rear tire too hot and ruins the tire within a few hours of intermediate riding. I asked the company about this in a chat (attached) and according to the company representative: "Sadly this will occur with trainers that have the rear tire on." Wahoo is selling a product that is faulty in it's conception rendering it useless. I've gone through several rear tires since purchasing the Wahoo trainer. I'm not looking for reimbursement or a even a refund. I want to exchange this trainer for one that does not have rollers. The company is not willing to do this. I also don't think Wahoo should be selling a product that so flawed it is not able to be used.

    Business Response

    Date: 02/26/2025

    The issue reported by the customer is actually common to all products of this design (wheel on trainers) and not something tied to any quality related and or design deficiency issues.  Having said that, our customers are very important to us.  After review of the commentary, we are reaching out to the customer to see if we can provide them a better resolution in the form of a product exchange.

    Customer Answer

    Date: 02/28/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** *****

    Customer Answer

    Date: 04/02/2025

     
    Complaint: 22942668

    I am rejecting this response because: 

    This comment is regarding complaint ID ********. ******************** said they would do an exchange with me (its in complaint history). They did not provide any contact information and after two weeks I contacted their customer service team and provided all of the communication from my complaint with the BBB and their response. I was told they could not help me. I have now waited two more weeks and I have not yet heard from the company. I am sorry to bother you again but are you able to help me get in contact with the company to resolve this issue? I appreciate all of your help with this matter. Thanks. -*****



    Sincerely,

    ***** *****

  • Initial Complaint

    Date:07/10/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 and subsequently returned a Wahoo Elemnt Watch and Wahoo Element ROAM bike computer. The items were returned via ***** in the same box and I only received credit for the watch. Upon emailing Wahoo ***************** someone named **** asked me if I had taken a picture of both items in the box. These were sent ***** with barcodes included for the returns. Someone at Wahoo opened the box and only processed one of the two returns, so I am guessing they kept the bike computer for themselves. These items were returned in new condition in the original packaging so this wasn't a simple oversight. There were two big boxes in the return package. To question the customer as though they are lying, is ridiculous and after my last email exchange last week, I have not heard anything even after providing **** copies of the included packing slips, ***** label, etc. I just want my refund processed as promised and rest assured, I will be selling everything I currently own that is Wahoo and will never purchase anything again from this company.

    Business Response

    Date: 07/24/2023

    We are very sorry for the delay in response to this customer.  Due to the July 4th holiday, our ticketing agents had a sizable backlog.  Our agents requested photographs in order to address any potential issues that *** exist within our warehousing and distribution systems.  This customer has since received a full refund for all products.  We are very sorry for the delays.

    Customer Answer

    Date: 07/24/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

Wahoo Fitness is NOT a BBB Accredited Business.

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