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Business Profile

Exercise Equipment

Peloton

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

This business has 1 alert

Complaints

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

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Peloton has 11 locations, listed below.

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    Customer Complaints Summary

    • 816 total complaints in the last 3 years.
    • 126 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/23/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Company is refusing to cancel my monthly subscription. I have attempted to cancel via the App, which is where I signed up for the service. I was not allowed to cancel via the App though. I called customer service and was told my account does not exist and she could not cancel my service. READ THE OTHER REVIEWS, THIS IS A COMMON PROBLEM WITH THEM. I want my account cancelled.

      Business Response

      Date: 03/26/2024

      Thanks for contacting Peloton. Our search for a member with this email did not produce any memberships. As this is action is completed by the Member and is most likely an issue where a different email address was used or a typo in the information entered. Please advise the Member to reach out to our Support Team and provide either a screenshot of the transaction or the email address where they are receiving emails from Peloton. Our Support Team can be reached by phone at ************** or by email at **************************************

    • Initial Complaint

      Date:03/23/2024

      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'm currently renting a Peleton from Peleton and since the first day of the contract, I had nothing but issues with the bike. I have not be able to take advantage of all the features the bike has to offer because it does not work properly. Each time I call someone is taking a guess of that the issue could be a I'm mailed a new part to install myself with no instructions on how to install the new piece. This requires me to research on my end. A service tech came out, which took a several weeks, and I was role I need a new screen.i was shipped a new screen but the screws were so tight on the bike, I could not replace. I called again only to be sent a link to schedule another service tech to come out. I asked if this could be expedited since I've had so many issues and was told someone would follow-up with me. To my knowledge I never receive a call back or email. I've been waiting two weeks for another service tech to come out to replace me screen. While using the bike today, the peddle on the left side fell off and down I went. I'm requesting a replacement bike and a refund for payment charged for the month of March.

      Business Response

      Date: 03/26/2024

      Thanks for contacting Peloton. Our records show that we have been in communication with this Member and we have confirmed that a service appointment was completed on 3/25. We will work to ensure this is resolved fully. 

      Customer Answer

      Date: 04/08/2024

      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:03/21/2024

      Type:Billing Issues
      Status:
      Answered
      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 because double-charging me membership fees $12.99/month x2 per month despite me only using a single user account on two devices (personal computer and phone). They did rectify the situation once I brought it to their attention but I am concerned about how many people may be affected by this issue and not realize it.

      Business Response

      Date: 03/26/2024

      Thanks for contacting Peloton. We hate to hear of this Member's experience. We challenge all Members to ensure of the information entered when logging in using different devices.If a separate membership is created and is not being used, it is important that Members reach out to us within ********************************************************************************************** our Membership Purchase Terms.

    • Initial Complaint

      Date:03/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      When I purchased my bike, I heard that a noise which I wasnt sure was normal. I was advised to record the noise and email it which I did. **************** said that I needed a replacement part and the technician would come out to make the repair for free. Peloton referred me to a third-party vendor to schedule the appointment using a link. For weeks, *** attempted to schedule an appointment and receive messages saying theres no appointment times available. I called the vendor directly and they stated they dont make repairs. I informed Peloton of this, and they continually referred me back to the link. Please help get this matter resolved.

      Business Response

      Date: 03/26/2024

      Thanks for contacting Peloton. We apologize for the experience the Member received. Our Support Team is working with the Member and has rescheduled a service appointment with our repair partners and we will ensure this is completed swiftly..

    • Initial Complaint

      Date:03/18/2024

      Type:Order Issues
      Status:
      Answered
      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 was emailed an offer from Peloton for a free month March 18, 2024 to join again as a member. I brought it to the companies attention that it was false advertising. When I tried to enter the offer code it would not redeem. ******* tried to help me, but she couldn't help and had no reason why they would send me an offer that would not work. That is not the way to operate a business professionally.

      Business Response

      Date: 03/26/2024

      Thanks for contacting Peloton. We apologize for the experience the Member received while attempting to take advantage of our promotional offer. Our Support Team assisted the Member by sharing information and providing a refund for 1 month totaling the amount of the promotional offer.

    • Initial Complaint

      Date:03/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      We purchased a Peloton bike in 2020 delivered to ************* and then a second bike in 2022, delivered to our townhome in *******. We do not use the bikes at the same time -- we are either in ************* or *******. We were told by Peloton upon purchase of the second bike in 2022, that our single "All Access Membership" would allow us to use both bikes, depending on where we are (MA or **). Having not checked our credit card re this issue, we just discovered that we are being charged for TWO memberships. We called Peloton and were told that the information we were given in 2022 was not correct. This is outrageous! We were told yesterday by a Peloton rep on the phone that we would be contacted TODAY by a supervisor. It is 4:40pm EST and that has not happened. Peloton directly misrepresented the facts to us and is charging us DOUBLE what they said they would. Is it any wonder they are having problems? The $85 per month we are charged is outrageous for a simple subscription. This is abusive pricing. Peloton is fundamentally dishonest or incompetent!

      Business Response

      Date: 03/25/2024

      Thanks for contacting Peloton. We apologize for the experience the Member has received. Our subscription terms indicate that two devices of the same type cannot share a Membership. We allow Members to cancel their Membership at any time when they are not in use to avoid billing. Additionally, our purchase terms state that refund requests or billing disputes must be submitted within 60 days for refund consideration. Our Support Team has shared this information with the Member. As an additional courtesy to the waivers we provided, we will be refunding the 12 months of membership payments on the member's All Access Membership and sharing with them our purchase terms

    • Initial Complaint

      Date:03/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bike at the end of February and the bike was delivered broken which I did not know since you need specific clip in shoes which were not delivered from peloton about a week after the bike was. First day of using the bike it was immediately apparent the magnetic resistance was broken and digging into the wheel. I immediately called peloton and they said they would give me a new bike. For the past two weeks I have been fighting with them to even give me the bike they promised while Im sitting here paying for a bike I can not use. Not one customer rep has any idea what they are doing and keep offering me a bunch of excuses that do not make sense while one said my bike was over 30 days which it isnt bike was delivered on 28th of February and went as far as telling me to sell it myself which I cant since its financed through citizens bank. I believe they are trying to make it go to 30 days so I cant send the bike back and Im stuck paying a bill with a bike that can not be used. I have screenshots of the dates of delivery and have names of some of the people I talked to with no resolution to the problem. Even people straight up hanging up on me after hearing the problem.

      Business Response

      Date: 03/24/2024

       Thanks for contacting Peloton. We have confirmed that our Support Team has assisted this Member and provided a successful resolution. The Member received a new Bike on 03/21/2024.

    • Initial Complaint

      Date:03/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Our new bike was delivered 8 days ago. It does not work and has never worked. As soon as you turn the screen on, it shows an error message and tells you to try unplugging it and plugging it in again. We have tried this at least 40 times. It does not work. We have tried emailing, phoning (weve spoken to several different people) and going back to the store and have yet to be contacted by Peloton with a solution. I have lost all faith in the company and just wanted to return it.

      Business Response

      Date: 03/24/2024

      Thanks for contacting Peloton! We would be happy to review this complaint. However, our records do not indicate any orders associated with the information provided. 

    • Initial Complaint

      Date:03/10/2024

      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.
      Peloton sent me to collections wrongfully, this happened to other customers as well. The debt collector they sent me to is completely unresponsive and will not communicate with me at all. First peloton wanted ME to deal with the debt collector and tell them it was a mistake. Do you know how stupid I sound telling a debt collector a debt was done by mistake, they didnt care. Im trying to qualify for a home this year and now Im stuck with a 3k debt that was never owed to begin with as the bike was returned perfectly. Peloton now says everything is handled and being corrected yet transunion just marked the debt as accurate and nothing has changed. Almost 4 months of this mess nothing is being done to fix my report by anyone Ive been patient to not take this to social media or review sites. But nothing is being done and this is just getting worse. This is ruining my life! I need my collection to be REMOVED from my report. Theyve been telling me its going to be corrected for 4 months and NOTHING

      Business Response

      Date: 03/20/2024

      Thanks for contacting Peloton. We have been in communication with this Member and have advised them of the errored reports sent to our 3rd party collections team. The Member has been advised that our team has removed their report as of 03/14/2024 and to allow 5 business days for changes with bureau's.

      Customer Answer

      Date: 03/21/2024

      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. HOWEVER transunion helped me remove this collection. Other customers should know to immediately file a claim with transunion instead of waiting for peloton for 4 months like I did. Yes now they say as of march 15, theyve given me dates since January saying its been resolved. It was resolved by TRANSUNION not by this fraudulent life ruining company. 

      Sincerely,

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



       

    • Initial Complaint

      Date:03/09/2024

      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.
      On March 05, 2024, I connected with a representative of Peloton to terminate my rental and schedule a bike return. Prior to that, my account with them was on pause due to an injury which unable me to use peloton. I was going to cancel, but they suggested their feature for members to pause account and membership. Pausing meant no use of bike or any training programs online. They stated when I am ready, then I could unpause account and my monthly payments would resume. I paused the account for 10 months. But last month decided to just cancel. I contacted them to cancel and had to do it again as they failed to with first call. Peloton never informed me of pending balances. Yesterday, TransUnion reported that Peloton sent a balance to a collection agency causing my credit to drop 30 points. I contacted Peloton to ask for bill and they said they do not have one to provide to me. They are attempting to collect amount for paused months, which services were not been use. And if they want money for paused months it would be $960 but they sent a bill to collections for $1963. I should not have to pay for services not used. They are now claiming they do not have an actual bill or document explaining charges. This is completely wrong on Pelotons end and all their customers should be aware of this fraud. I need the business bureau to help me by having Peloton send to me this bill or charges they forwarded to collections. They did not even bother to contact me as the customer. They need to take responsibility for 1. Overcharging and 2. Submitting a bill to collections without attempting to reach me first. Knowing how it would impact credit it is just bad practice from them. My credit has been excellent for years and I need Peloton to correct this issue. They need to send me documentation of amount due they sent to collections. If they persist I owe them for paused months, they need to adjust balance to correct amount. Or they need to refund all I have paid them.

      Business Response

      Date: 03/20/2024

      Thanks for contacting Peloton. We have reviewed the claim from the Member and shared with them the error made by our 3rd party collection agency. The Member has been advised that this report will be removed and to allow the credit agencies the appropriate time to make the updates to the credit report. 

      Customer Answer

      Date: 03/21/2024

      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,

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



       

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