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

  100 City Centre Dr Mississauga, ON L5B 2C9

• 

  Peloton

  401 Newport Center Dr Newport Beach, CA 92660

• 

  Peloton

  754 758 Main St West Vancouver, BC V7T 0A5

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: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.

• Initial Complaint

  Date:05/17/2025

  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.

  am filing this complaint to formally express my deep dissatisfaction with Peloton Interactive, Inc. due to their repeated failure to deliver a functioning treadmill and their complete unwillingness to work toward a reasonable and fair resolution.I purchased a Peloton Tread approximately two years ago with the expectation of receiving a premium, reliable fitness product. Instead, I have experienced a long pattern of equipment failure and poor customer support. I am now on my third replacement treadmill, and it too is defective. The most recent unit, delivered only recently, came with alignment issues that cannot be corrected and which affect the usability and safety of the machine. The previous treadmill had a fraying belt, and the one before that completely failed to power ***** each instance, Pelotons only solution has been to issue another replacementa process that takes multiple weeks, during which time I am unable to use a product I paid a premium for. Worse, the last replacement treadmill I received after waiting for weeks was nonfunctional upon delivery. This is not an isolated issue, but an ongoing pattern of poor quality control and indifference toward customer ************* resolve this problem and continue as a loyal customer, I even offered to pay the price difference to upgrade to the Tread+, as I still value the Peloton platform and community. Peloton flatly refused, offering no negotiation, no compromise, and no accountability for the repeated failure of their ********** this point, I am being forced to accept defective, unreliable equipment at a premium price, with no path forward except to continue accepting broken treadmills or walk away entirely. This is a breach in Warranty consumer rights. This is completely unacceptable for a company that markets itself as a premium brand.

  Business Response

  Date: 05/20/2025

  Hello,

  Thank you for bringing this matter to our attention. We understand that this can be frustrating, and rest assured, Peloton does stand behind its products. We acknowledge that you had a Tread repair completed as of May 14, 2025, and that you currently have our extended warranty that expires on November 08, 2026. If the Member has any issues or concerns, we are here to address and resolve the issue. We consider this matter resolved as the Tread repair has been completed and the issue has been addressed.

• Initial Complaint

  Date:05/08/2025

  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 purchased a Peloton Tread about 2 months ago. It was delivered but the delivery men could not get it to work. They left and told me I needed to call the company. I was able to get it working with the help from the operator on the phone, however it was making a very loud noise when in use. We arranged for a technician to come out to my house to repair the Tread. During that time the loud noise stopped occurring, however it stopped short on me twice while I was running and said error on the screen. After the second time I was afraid to use it because of the risk of injury. The technician inspected the machine and said he was going to order a new screen. I went on vacation for two weeks and expected the parts to have arrived by my return. This did not happen. I called Peloton and they said the parts were never ordered. I was very polite on the phone but in the end I did request to speak with a manager. The operator said a manager will probably not call me back. I was instead told to make another appointment for a technician to come to my house to inspect the Tread and then they would order the parts. I would have to wait for them to arrive and then make another appointment for them to fix the Tread. I asked for a new Tread as this seems like the easier solution and he said that would not happen. I had been looking forward to using this Tread for such a long time. I finally bought it but it has been nothing but a disappointment and a waste of time. Ive had to stay home for the Tread to be delivered, again for a technician to arrive, another time for another technician to arrive and then an additional time for him to repair it. Plus the time spent on the phone troubleshooting, setting up appointments and discussing the way forward. And I still cant use the Tread. The delivery process and repair process are letting the company down not to mention the fact that they couldnt come up with a better solution to my problem other than for me to make more appointments.

  Business Response

  Date: 05/12/2025

  We have reviewed the Members concerns regarding their Tread as well as the delivery and repair process. We sincerely apologize for the experience and the frustration caused by the delays, miscommunication, and repeated service appointments. We recognize how disappointing this has been, especially after looking forward to using the product. Our Support team is actively in contact with the Member and is working to provide a timely resolution.

  Customer Answer

  Date: 05/20/2025

  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:

  A representative emailed me, asking when was a good time to call. The email went into my junk folder. I discovered this and responded, asking them to pick up the phone and call! No call. He said he was 'reviewing the case and would follow up shortly with a resolution.' I just checked and the same person, Naje B. emailed again asking if the Tread was repaired! No, it was not repaired, the repairman never showed up last Friday! I was left waiting. This is the absolute bare minimum Peloton can do in communicating with me. I have asked for a phone call, not another email that is going into my junk folder. I would like a NEW Tread as this one is broken. I have had one repairman come to my house but never actually ordered the parts, then another that was supposed to arrive last Friday 5/16 but never showed up!! I would really appreciate some help here, this is such a waste of my time. 

   

   

   

   

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

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

  Customer Answer

  Date: 06/24/2025

  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:

  When the SECOND Peloton Tread was delivered and was deemed faulty I sent this email to the BBB. I also emailed Peloton and after 5 days received an email asking me to schedule a visit for a technician. 
  
  Regarding our complaint to Peloton - this has still not been resolved. The initial Peloton Tread we purchased was delivered on February 20th and it was defective. We had a technician come to our house, he diagnosed the problem but never ordered the replacement parts. We were left waiting and nearly two months passed. I called Peloton requesting a new Tread but they insisted on sending out a new technician. The compensation for this aggravation was waiving 2 months of the streaming videos. (Which really should have been done anyways since we were unable to use the Tread). That was when I initially filed my complaint with the BBB. 
  
  After the BBB got involved, Peloton tried to resolve the issue by sending out a new Tread, as I had initially requested. The new Tread was delivered on June 14th and does not work either. There is a problem with the incline and the machine will not calibrate. 
  
  I emailed Peloton that same day alerting them to the problem (as I still had their email in my inbox). Their response was that they would send out ANOTHER technician to repair the machine! He said that he would send me a link to make this appointment but as of June 18th, I have not received a link nor ANY sort of compensation for our troubles. (Update: I received the link on June 22nd) Since February we have had two broken Treads in our gym, taking up space, that we are unable to use. I have continued to make the monthly payments and we were only credited 2 months of streaming. 
  
  I have repeatedly asked for a phone call, but I only get emails. I did get a call from ***, who I initially started the complaint with in February, but that's it. All emails, and this still is not sorted. 
  
  I need further support from the BBB. 
  
  As this machine is $3,000, I would like a NEW machine, not for this one to be repaired. How do I know this one simply won't break again? 
  
  I paid full price for this Tread, and I think this should be discounted somehow. You offer sales on this product but I paid full price. Maybe offer me the sale price? 
  
  I would appreciate a phone call - ************
  
  Thank you
  ****** ********************** ************** *** *** ******* 

   

   

   

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

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

  Business Response

  Date: 06/30/2025

  The Member's concerns regarding communication and their recent Tread repair have been reviewed. Our team contacted the Member on June 1, 2025, and arranged a full Tread replacement, scheduled for June 14, 2025. We committed to follow up around the appointment date to ensure completion. When we learned the appointment was unsuccessful, an email was sent on June 15, 2025, acknowledging the issue and initiating an order for handrail replacement, along with scheduling links sent on June 22 and June 25, 2025. We are currently in contact with the Member, and an appointment for the repair has been set for July 7, 2025.

• Initial Complaint

  Date:05/04/2025

  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.

  My tread is a danger and huge safety concern. I received a Peloton Tread in December 2022 as a gift. Peloton warranties the tread under a limited warranty of 3 years for belt/base issues and so my Tread would be covered under the limited warranty. Peloton is not honoring their warranty because they do not know who purchased my tread, however I am the original owner with the original membership *********** tread is dangerously slippery. I have a mere 201 miles on it, and have only used it for about 8 months. A Peloton technician came to my home and investigated the issue. The tread belt is defective in which it is all cracked and the lubricating fluid is seeping through the cracks, causing the belt to be slippery. Their own technician said it was defective and Peloton should be replacing it regardless of a warranty or not because it's dangerous. Since Peloton does not do a belt replacement, they do an entire base replacement. I've have spent numerous hours on phone calls, emails, at this point to Peloton. They are trying to charge me $1,175 plus tax for a new base, when they know they have a base that is defective with thousands of customers writing complaints about it online. I call, no one calls me back. I email, no one responds. I've been hung up on numerous times by the business. I've spent thousands of dollars on their equipment and membership. They do not stand by their product and they do not care about their customers. Do not buy any of their products. The tread is unsafe, I have filed a complaint with ************************************* because the Tread is a hazard. I have written to corporate and filed a complaint. I'll be writing as many reviews as I can to let consumers know how bad Peloton as a company is. They should be ashamed of themselves. I now have a $3,000 paper weight (plus $2,000) I've spent on their membership, and Peloton won't do a thing about it.

  Business Response

  Date: 05/07/2025

  Peloton stands behind the quality and safety of its products and encourages Members to share feedback. Peloton also is committed to providing Members with the highest quality customer support. Our Member Support Team responded to each of the Members inquiries within two business days and, as a goodwill gesture, provided a free service call. Following that service call, the technician recommended a Tread base swap to address the issue the Member was experiencing. The disagreement with the Member centers on whether she is responsible for the cost of that repair, which Peloton has determined is not covered by Peloton's Limited Warranty.
  
  Peloton offers a Limited Warranty to (i) the original purchaser of a Peloton Fitness Product; or (ii) in the case of a gift, the original gift recipient with the original membership attached to the fitness product, purchased directly through Peloton or an authorized reseller (see link below). Based on the serial numbers that correspond with this Tread and Peloton's membership records, the Member does not meet either of these criteria--Peloton has no record showing the Tread was purchased from Peloton or an authorized reseller by the Member or anyone else as a gift to the Member. Despite requests, the Member has not provided any documentation to support her assertions to the contrary. As such, she is not eligible for warranty coverage. 

  We have repeatedly told this Member that we will review any proof of purchase / gift receipts she can provide. Otherwise, we are happy to assist the Member in ordering a replacement Tread base at cost, as Peloton would for any other out-of-warranty customer. 

  ******************** **************** Warranty: **********************************************************************************************************************************

  Customer Answer

  Date: 05/09/2025

  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:

  [Your Answer Here]

  My treadmill has been used for 8 months and has 201 miles on it. Its brand new as far as wear. Peloton does not stand behind their product. They attempted to charge me $159 for a service call but because of my pushback they waived their service call fee. I urge consumers to search online regarding my complaint of the tread, there are thousands of other consumers with the same issue, and the same issues with Pelotons customer service trying to hide it. ********************* own technician even told me its a defect on Pelotons end and recommended me another treadmill brand that is far superior as there are many issues with Peloton, including in their customer service. Apparently, the company is now suffering financially and due to this, their customer service has gone downhill and they do not stand by their product. In no way should a treadmill with 201 miles on it have a cracked belt leaking fluid to the surface causing it to be dangerous, slippery and a hazard. Peloton did not care one bit about my concerns with safety of the product, they are fraudulent in their response, trying to cover themselves. I urge others to file complaints with the *************************************, if there are enough then Peloton will be forced to recall due to safety. Again, they did not care one bit about safety even though they say they do. *** cancelled my monthly membership as I refuse to give this company one more ***** of my money when they do not care about their customers. They can see I am the only owner of the treadmill and the original sole membership on the tread, so thats another false statement by their company. Again, safety is not their priority, money is. They want you to spend $3,000 on their tread, plus tax and delivery/setup, thousands on their monthly membership at $44 a month, then make a faulty treadmill and force you to spend $1,175 plus tax and delivery to replace the base because they are the only company with a treadmill that you cannot replace just the belt. Another money making scheme. Oh and also, I wrote a review on the Peloton website itself and it never got published because they didnt like what I had to say.  Stay very far away from them and go with a company that provides an actual warranty and stands by their product.

   

   

   

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

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

• Initial Complaint

  Date:04/29/2025

  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 purchased my Peloton in 2021 and its been nothing short of a disaster ever since. While the delivery was slotted to be within a few weeks, it took MONTHS for it to arrive! Later once it finally arrived it stopped working shortly after. The only solution was to have a base swapped. Because it was under warranty I agreed. Again, nothing short of a disaster with much confusion of it arriving, coordination of the repair being scheduled etc and I was not offered an extended warranty on this. Now, the bearing allegedly is out on my tread, and the only solution is yet another base replacement, all out of pocket to the tune of $1200! And peloton informed me there is nothing they will do to stand behind their product or offer an extended warranty on the new base. Im concerned that if I keep using this faulty product my safety is at risk, yet it seems that there needs to be a major incident for peloton to stand behind their products.

  Business Response

  Date: 04/30/2025

  Hello,

  Thank you for bringing this matter to our attention. We understand that this can be frustrating, and rest assured, Peloton does stand behind its products. All of our products come with a one-year limited warranty with the purchase. Members have the option of purchasing an extended warranty for longer coverage. Our Member's device has been operable and routinely used, the Tread is no longer under warranty and as such, there is a cost to repair/replace the device. We remain equally committed to resolving the Member's concerns and appreciate her commitment to the Peloton community. We are working closely with our Repair Team and the Member to resolve the Tread issues as soon as possible. We appreciate your patience as we work to address this issue.

• Initial Complaint

  Date:04/28/2025

  Type:Delivery 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 am writing to file a formal complaint against Peloton Interactive, Inc. regarding a recent online purchase and the subsequent unsatisfactory customer service I received.On 4/19/2025, I placed an order on the Peloton website for a pair of Peloton Lululemon Wonder Train leggings, paying 82.8 us dollars plus tax. The order was delivered on Friday, April 25, 2025.On Sunday, April 27, 2025, I opened the package and wore the leggings for the first time to attend a fitness class. Less than one hour into the class, I discovered a hole in the back of the thigh. I am certain that the damage was not caused by any external snag or incident, as I had just removed the leggings from their original packaging that morning.Immediately upon discovering the defect, I contacted Peloton's customer service department. I spoke with a representative who was unhelpful and, in my opinion, rude. The representative immediately dismissed the possibility of a manufacturing defect, stating that because the item was delivered the previous day and had been worn, I must have been responsible for the damage. They offered no assistance or resolution to this issue.I have previously purchased four pairs of Wonder Train leggings from Lululemon without any quality issues and lasting for years, which makes this experience particularly surprising and disappointing. To have a brand-new item fail within the first hour of wear is unacceptable.I am requesting the Better Business Bureau's assistance in resolving this matter. I believe I received a defective product and was treated unfairly by Peloton's customer service. My desired resolution is a full refund or a replacement of the defective leggings.I can provide order details, photos of the damage, and the date and approximate time of my communication with customer service upon request.Thank you for your time and attention to this complaint.

  Business Response

  Date: 04/30/2025

  Hello,

  We have reviewed the Members concerns regarding their apparel order and regret the experience they had with both the product and initial customer support interaction. We understand how frustrating it can be to receive a defective item and not feel heard when seeking help. Our team has since connected with the Member and issued a full refund for the leggings. We appreciate the Member bringing this matter to our attention and, with the resolution provided, consider the case closed.

  Customer Answer

  Date: 05/01/2025

  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:04/26/2025

  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.

  I ordered an online apparel order and tried to return in-store, in-person. I was told stores do not accept online order returns, which is untrue based on the policy on their support website below. I have returned several items to Peloton stores within the last year. The website has no language on how I cannot return in store. I did not agree to terms of not being allowed to return in store. The shipping return cost is $9, and should not be forced to pay that because they are not allowing me to return in store.I have contacted customer service over the phone 2 times now. Every time, i ask to talk to a supervisor and they say one is not on the floor and / or not available. When I ask if I can talk to anyone that can help, they say this is our policy. But the policy does not state that online. **************** just disconnects the call after not being able to explain why i cannot return this in store. *******************************************************************************************************************

  Business Response

  Date: 04/28/2025

  The Members concerns regarding the return process for an online apparel order have been reviewed. While we apologize for any confusion and frustration the Member has experienced, our apparel return policy which can be found here: *****************************************************************, does state that online returns are not accepted in-store. Our Support team will reach out to provide clarification and further assistance.

  Customer Answer

  Date: 04/30/2025

  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:

  This response is inadequate because it does not address the blatant misinformation found in the link below from their main support website. The Company is acknowledging that the policy was unclear and misleading - that should be enough concession to offer some sort of resolution. 

  I did NOT agree to the terms and lack of transparency at the time of purchase. Company is still passing cost burden of mistake to the customer. 

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

   

   

   

   

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

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

• Initial Complaint

  Date:04/23/2025

  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 purchased a peloton treadmill in May 2024. Starting in October it started malfunctioning and abruptly turning off in the middle of a run. The belt would immediately stop which is a huge safety concern. Since the initial onset of issues I have had approximately 8 scheduled visits to my house. They had replaced parts, I had multiple service technicians tell me multiple different reasons why this was still happening. I could not use the treadmill during this time, I was still paying $44 a month for a membership and I am also still making monthly payments of $130 on this $3000 treadmill that I can not use. Now still to this date it is very hard to get anyone to return your call within a few days, the latest delivery was of a new treadmill since they could not fix the original one. They arrived on Friday March 28 just to realize the tread on the delivery truck was broken. MULTIPLE phone calls (all initiated from me) later and had to explain to 4 representatives the situation they finally ordered yet another tread to be delivered. Two delivery people showed up Friday April 18th and unbelievably after they removed the broken tread discovered they didnt have all the parts to install a new one. They promised me they would be back within 2 days to install a new tread and yet Im still here with no treadmill, still making my mo they payments and now they tell me my warranty is expiring and I owe another $300 to extend a warranty on a machine I dont even have. I am at my breaking point. They have taken ALOT of my money and havent delivered the item I agreed to pay thousands of dollars for

  Customer Answer

  Date: 04/25/2025

  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:04/22/2025

  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 am filing a complaint against Peloton. I have never in my life filed a BBB complaint until now. Cost of my Peloton Tread: $3,000. I purchased my Peloton Tread on 2/28/2025. My tread was delivered on 4/15/2025 and did not work. The delivery team was unable to assist as they are not technicians for Peloton. They only put together the products. I called Peloton and after speaking with several people they were able to approved a replacement on the handrails as the error code that populated supposedly indicated it was a handrail issue. The soonest delivery time was for today 4/22/2025. The delivery team replaced the handrails and it STILL is not working. The same error code is populating. This is so insane to me as the delivery team said they cant do anything and to call Peloton. They did, however, take a picture and documented it did not work. I called Peloton AGAIN and spoke with two different people who just said they will put notes in the system and I will get a call back. The person on the phone said he could not give me a timeframe of when I would be getting a call to get this resolved. I find this highly unprofessional as I spent $3,000 and the machine doesnt work. I keep getting the runaround from Peloton and their customer service is terrible. They dont care. I need this resolved.

  Business Response

  Date: 04/28/2025

  Hello,

  Thank you for bringing this matter to our attention. We apologize for the experience with the Tread and remain committed to turn this around. As the Member's 30 Day Home Trial and return period has expired, we cannot honor a return. Our Support Team has been in contact with the Member and has shared the outlined repair process. A service appointment has been scheduled and we will continue to monitor this until compeltion.

• Initial Complaint

  Date:04/20/2025

  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 was told by Peloton that I could get a letter of Medical Necessity from Truemed with a $30.00 payment due to my medical diagnosis. This would mean that I would get membership paid with my *** Card. I got the letter, and one payment went through with the *** Card, then after that I received emails that my membership would be canceled because they don't accept an *** card for membership. Next I was told *** only pays for bikes, treadmills, etc. Every email and phone call gave me different information. I was then told they would reimburse me for my bike purchase from 2020, however, after that I was told they won't reimburse me. I have all the emails printed. I just want the truth on how a Letter of Medical Necessity works and why Peloton doesn't a set policy. Thank you for your help.

  Business Response

  Date: 04/28/2025

  We appreciate the opportunity to respond to the Members concerns regarding the use of a ************** Account (HSA) and a Letter of Medical Necessity in connection with their Peloton membership. However, its important to note that *** eligibility, payment processing, and reimbursement policies are determined solely by the Members *** provider, not by Peloton. We do not have the ability to control how specific transactions are classified by *** administrators or the criteria they use to approve or deny claims. While Peloton does accept HSA/FSA payments when approved by a Members benefit provider, we advise Members to consult directly with their *** provider to confirm eligibility requirements, obtain a Letter of Medical Necessity when needed, and determine the appropriate reimbursement method. We remain committed to providing accurate information and support within the scope of what Peloton can offer.