Complaints

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

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  Peloton

  441 9th Ave Fl 6 New York, NY 10001-1663

• 

  Peloton

  140 W 23rd Street New York, NY 10011-9404

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  3401 Dufferin St North York, ON M6A 2T9

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

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:07/01/2025

  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 had a peloton bike I purchased directly from Peloton but cancelled the service a few years ago. When I went online to get the app their website had a bunch of options and I picked the highest cost plan and paid it for the year. Once I started the bike up it ***** work. After calling Peloton the *** noticed that the app we purchased under my wifes email ********************* was not the correct app. The *** guided us to reset up the app on the bike which was associated with my email *********************** The *** ***** cancel the incorrect app and now they said they could not refund the wrong plan I paid for the year or apply it to the correct plan. Their website to setup makes no sense and their customer service after helping me ***** cancel the incorrect one, even though they knew. Just a cheap way for peloton to get more money with their failing model.

  Business Response

  Date: 07/02/2025

  Hello.

  Thank you for bringing this matter to our attention. We apologize for any confusion regarding our App+ and All-Access Membership. Our records indicate that the App+, our Annual App, was purchased on May 16, 2025, with a 30-day free trial period. After this trial period, the Member would have been charged the annual fee of $199.00 plus taxes, with the charge processed on June 16, 2025. The Member has maintained an All-Access Membership since August 2020 and has made consistent payments since activation. Our Support Team informed the Member that they cannot use the same email address already associated with the All-Access Membership. The Member was made aware of this information, yet they still chose to proceed with the 30-day trial, knowing that the charge would occur on June 16, 2025, for $199.00 plus tax. A Member of our Leadership Team will contact the Member soon to address and clarify any confusion. We believe this issue can be resolved.

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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.

  In 2021, I bought a peloton for MD. In 2022, I bought a 2nd bike for ********. I wanted to buy a cheaper bike (Yesoul). In attachment 1 & 2 I asked whether I could use same Peloton membership, was told yes (an important factor in my decision). I called Peloton, asked whether I had to pay for 2 memberships, was told no. I invested in the bike per their assurance. Had I been told yes, I would not buy the bike from them. As you see in the attached messages (3 & 4), I emailed them about login, was told just like normal (no reference to 2 memberships) and showed me how to login with 1 ************** paid for it for the next 2.5 years. Out of 4 accounts (attachment 5), I use/pay only for 1 which is active and has been. I login to a bike from either location using that account. I am the ONLY user of bikes. In the past 2.5 years, I logged into the bike twice using the deactivated account by mistake, was charged twice in that month for 2 memberships. As soon as I saw that, I called Peloton, explained what happened, they acknowledged that I did not need to pay for 2 memberships and refunded my money for the 2nd membership twice. They deactivated the other account, ensured everything was fixed, told me not click on the deactive accounts. After 2.5 years with 2 bikes, Peloton is forcing me to pay for 2 memberships (despite what I was told at the time of sale). The fact that they refunded me twice makes it obvious this was their practice and how they sold me 2 bikes. Now they say this was a training issue (6th attachment), they offered to give me a free membership for 3 months. If this is their training issue/error, why should I pay for an additional membership that I was told I dont need. This is dishonest/misleading. I would like Peloton to honor what I was promised. Otherwise, since they agree this was a training issue (6th attachment) for years, then Peloton can refund over $2550 (bike and insurance), take the bike back? I will buy a cheaper bike for 2nd location.

  Business Response

  Date: 07/05/2025

  Thank you for bringing this to our attention. The Member's concerns about Pelotons policy requiring two separate Memberships for devices of the same type - in this case two Peloton Bikes, has been thoroughly reviewed. We understand the Member's frustration, particularly given the previous assurance received about using a single Membership and the historical refunds provided for duplicate charges. We recognize that this situation has caused confusion and dissatisfaction.
  
  Upon investigation and the Members escalation to leadership, we acknowledged that misinformation was provided to the Member at the time of purchase and in subsequent interactions with a couple of our agents. We have since provided correction to those agents to prevent future occurrences. The Member also received the correct information on multiple occasions, including with leadership. We advised the Member that the Peloton Terms and Conditions found on our website (**********************************************************) have always reflected that an All Access Membership covers the primary account owner and everyone in one residential location (up to 20 profiles), for one of each type of Peloton equipment. We sincerely apologized for the miscommunication and any inconsistency in our past guidance and actions, including the previous refunds, which inadvertently contributed to the Member's misunderstanding of our policy.
  
  While we're unable to accommodate the request for a refund of the Bike or its associated charges, or to operate both Bikes under a single Membership, we are committed to addressing the inconvenience caused by this oversight. As a gesture of goodwill, we're providing the Member with three months of complimentary Membership for the second required subscription. This offer is intended to help ease the transition to the correct Membership structure and acknowledge the impact of the misinformation.
  
  We value the Member's commitment to Peloton and regret that this issue has negatively impacted their experience. We are committed to ensuring this information is more visible and clearly relayed to our support team to help prevent similar misunderstandings and improve future interactions.
  

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Pelotons response is not true and there was never a misunderstanding on my part. It was very clear what I was told at the point of sale.  I asked a specific question and was told that I do not need 2 memberships.  Now they are being dishonest to call this my misunderstanding when their own emails states that this was a training issue on their part.  This is even worse because they are not saying that it was their training issue and now they dont want to stand by it, but they are lying and want to blame me for this. What am I supposed to do in 3 months with an extra bike? Are they asking me to move my bike from that location and not exercise there? Is that even a reasonable response? They messed up and now they are asking me to move my bike after I invested in a 2nd bike and paid a lot of money. 

  I am even willing to have my camera on every time that either of these bikes is being used so they can see this is only me exercising. Obviously, I will not be buying another peloton bike as I had planned, but until I have these two bikes working, I would like for them to do what was promised to me when I bought the bikes.  I have attached when I was refunded the memberships. I was never told at that point that I need 2 memberships but was told to login with one membership from two places. If this was my misunderstanding, why would they refund me? If this was my misunderstanding, wouldnt you think they would have shown me and told me that I needed 2 memberships at that point instead of refunding me? If this was my misunderstanding, how come for the past year and half Ive been doing this without any issues? How come they have allowed me to use two bikes to login. This doesnt even make sense.  Honesty and integrity Is an important aspect of any corporation something that Peloton obviously doesnt have. They are now resorting to dishonesty. I do not accept the response as a reasonable and honest answer. My request has not been answered, and I would like it to be answered properly and honestly. ****** ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:06/25/2025

  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.

  Purchased a bike six weeks ago. Bike came broken. Scheduled a technician to come out, waited a week and a half, took a 1/2 day fromWork. Technician did not show up. Called again, scheduled a technician over a week later. This one actually showed up. He also used bathroom in my bedroom without asking. He leaves says its all good. Wrong, still making noise. I call to complain (all I want to do it ride my bike). The representative was so rude and hung up on me. Called back spoke to somebody else they were going to make things right and call me by the next day. Shocker no one called. I call again, schedule a technician to come out. A week and a half later they show up. No part. Cant fix it. Order another technician ( well Over a month later now) and here I am waiting for them supposed to be here today between *****. No call no show again. $2000 bike. Still cant ride it.

  Business Response

  Date: 06/29/2025

  Hello,

  Thank you for sharing your experience with us. First, we would like to apologize for the lack of professionalism displayed by the Technician during the Bike Delivery. A member of our Leadership Team has contacted the Member and arranged a Full Bike Swap schedule for July 3, 2025, along with other accommodations for the Member. Our support team is actively working with you to resolve this matter promptly. We appreciate your patience as we work to enhance your experience.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed an order for a Peloton Tread on 5/22/25 which was delivered late afternoon on 6/6/25, after inspecting the Tread upon delivery we discovered the following cosmetic damage present on the unit: -Chips on top corners and right side of deck, -Multiple large and medium size scuffs on both sides of deck -Multiple stains on treadmill belt -Very pronounced-Line on Treadmill Belt -Lodged Material in front cap openning These damage items along with the issue of the unit shaking/wobbling while in use were reported to customer support on three separate occasions on 6/7, 6/9 and again on 6/10. The associates have been dismissive on the damage reporting items and also would not provide a case number for the claim which is not customary and unacceptable. I have tried to escalate this matter but have been unsuccessful through their customer service channels. This has been a very upsetting situation to our family that has caused a great deal of stress. We have been heavy supporters of the company, with this being our second Tread that I have purchased in a year and have also purchased five Bikes from Peloton in the past (one is currently scheduled to be delivered) along with being a member since 2016. I have not encountered a situation in this nature before with the company as I have always received great service and do not believe this is standard that is expected to a valued customer. The treadmill is very large and heavy, as such we were very concerned with the delivery with it being on the second story of our home, given the concerns in lieu of a replacement I am requesting for a concession to be offered that is aligned with the value of the cosmetic damage present on the unit.

  Customer Answer

  Date: 06/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:06/09/2025

  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.

  *** bought two bikes and two treads from peloton. Im having issues with my latest tread. The service has been awful. Everything works except the tread wont connect to the WiFi. *** says its the peloton. Peloton says theyve never seen the error message. They told me to replace the screen even though it passed the screen test and the screen works. Why would I replace the screen if it works and you dont know that will fix it? The service team has been rude at times and very unhelpful

  Business Response

  Date: 06/10/2025

  Hello,

  We sincerely appreciate the time the Member took to report this issue. The Member spoke with our Support Team and after attempting several troubleshooting steps without success, we informed the Member that a replacement Touchscreen would be necessary. The Member also reached out to her internet provider, who suggested that the issue might be related to the Touchscreen as well. We have offered to replace the Member's Touchscreen and will send a Technician for the installation. We stand behind our products and our community and are committed to assisting the Member in resolving these issues as quickly as possible. Our Support Team has already reached out to the Member via email and phone and are currently awaiting a response to proceed with the replacement.

• Initial Complaint

  Date:06/07/2025

  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.

  Purchased a treadmill in 2022 and paid for an extended warranty of 48 months. 3 weeks ago, my treadmill quit working I contacted Peloton and they said theyd send me a part they assumed would fix, but there are no technicians in my area and replacing the part on my own would void the warranty. *** since contacted Peloton at least 9 times. Each time it is confirmed that a technician is not available to come service my treadmill, but they will not ship me a new one. So I have a non-working treadmill under warranty that they cannot repair and are unwilling to send me a new one.

  Business Response

  Date: 06/10/2025

  Thank you for bringing this concern to our attention. We understand the frustration this has caused the Member by the lack of technician availability and the difficulty in getting her Tread serviced. The Member's concerns have been escalated to a Member of the Leadership team, who has contacted the Member to assist. Our team is currently reviewing the situation to determine best next steps and will continue working toward a timely resolution that honors the Members warranty coverage.

• Initial Complaint

  Date:06/06/2025

  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.

  I bought my peloton treadmill last December and 4 months later was not connecting to the WiFi and later was not working at all, Ive been emailing them back and forth, I just want a refund, they scheduled a technician to come first on June 19 and now they moved it to July 17th, I really just want a refund and for them to take the treadmill.

  Business Response

  Date: 06/11/2025

  Hello,

  Thank you for bringing this Member's Tread experience to our attention. We appreciate the feedback regarding the extension of the service appointment. Peloton uses and shares this feedback to improve our processes and the service levels our partners provide. A member of our Leadership Team is working with the Member to achieve an agreed upon outcome. We expect this issue to be resolved shortly. Thank you for your patience as we work diligently to resolve this matter.

• Initial Complaint

  Date:06/04/2025

  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.

  Ive been having an issue with peloton software causing it to freeze & not respond you have to unplug & plug in several times. The screen lags & freezes its not the internet we have paid extra to get a faster speed for no reason it was never the internet im being told its a software issue & the ticket has been open for several months. Which is beyond ridiculous im extremely frustrated no-one has fixed the issue causing me to also miss the $200 buyout i did-not feel comfortable buying it out until it was fixed super frustrated

  Business Response

  Date: 06/10/2025

  Hello,

  Thank you for bringing this matter to our attention. The Member is scheduled for a Bike Touchscreen Repair on June 10, 2025. Peloton takes this matter very seriously and we sincerely apologize, as this is not the experience we want for any of our Members. Peloton stands behind its products and values our Community. A member of our leadership team is working diligently to resolve the Member's Bike Touchscreen issue.

• Initial Complaint

  Date:06/03/2025

  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.

  Peloton is refusing to sell me a $15 replacement resistance rod (which they used to sell) and is instead claiming that I have to buy a $750 frame replacement. I believe this violates right to repair laws in both ** (where I reside) and ** (where they are based. The fact that the part used to be available for individuals to make repairs makes this even worse, but doesn't change the fact that its a violation of the law. The bike is not under warranty anymore.

  Business Response

  Date: 06/16/2025

  Peloton is committed to providing our Members with the highest quality customer support. We have reviewed the Complainants report and determined that a replacement of his Bikes SP-30 brake adjustment rod is required. However, the SP-30 brake adjustment rod, on its own, is no longer within the scope of Pelotons service and repair offerings. Instead, to address this and similar issues with the SP-30 brake adjustment rod, a full frame swap is required. We informed the Complainant of this policy and offered a frame swap (normally quoted at $975) at a discounted price. We are currently awaiting a response.
  
  

• Initial Complaint

  Date:05/26/2025

  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.

  Peloton keeps charging my credit card $6.99 each month. I contacted them and they dont know where the charges are coming from. The charges arent associated with any email Ive ever had. I contacted Peloton and they said they cant do anything about it that I just need to contact my bank. I contacted ***** / ************************* and they blocked the charges but I think its ridiculous I will have to contact my bank each month for an indiscriminate amount of time (forever?) and contest the charges. I want Peloton to resolve the matter on their end.

  Business Response

  Date: 05/29/2025

  Hello,

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience this matter may cause. We  partnered with the Member to locate the charges in question, but were unable to locate the charges with the information provided by the Member. As a result, we have instructed the Member to contact her financial institution. We will attempt outreach again to the Member to check for additional information that the Member may not have provided. We consider this matter to be resolved.