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

  152 Christopher St New York, NY 10014-2838

• 

  Peloton Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

• 

  Peloton Interactive , Inc.

  5050 Oakbrook Pkwy Norcross, GA 30093

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:04/19/2025

  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.

  On March 5, 2024, I canceled my monthly Peloton subscription and signed up for an annual plan instead. Peloton confirmed this cancellation in writing, stating that my monthly subscription was set to expire. Despite this confirmation, Peloton continued to charge me $12.99 + tax per month for 14 months through Apple Servicestotaling $194.60 ($13.90 x 14 months) in unauthorized charges.I have contacted Peloton multiple times via phone and email. Their support team has acknowledged the situation but refuses responsibility, claiming they have no control over billing handled by third-party platforms like *****. I then contacted *****, who investigated and determined that the charges were made through an Apple ID I no longer have access to (it was through an email address with a prior employer). ***** confirmed that Peloton never submitted the proper cancellation notice on their end, which is why the billing continued. As a result, ***** also cannot issue a refund.Pelotons failure to take action after confirming my cancellationand their inability to coordinate properly with Appleled to me being charged for over a year of service I neither used nor agreed to. I have made multiple good-faith efforts to resolve this directly, but Peloton has failed to take accountability.Desired Outcome:I am requesting a full refund of $194.60 for the 14 months of continued charges following my confirmed cancellation in March 2024. Pelotons written confirmation of cancellation and their failure to follow through with ***** make them responsible for reimbursing these charges.

  Business Response

  Date: 04/21/2025

  Hello,

  Thank you for bringing this to our attention. I would like to first apologize for any confusion regarding the App or your Digital membership with Peloton.When members sign up through third-party services such as *****, ******, ****, or ******, we are unable to process refunds for certain membership types. Our records indicate that you have had an Apple One subscription from 2020 until 2023. Unfortunately, since your subscription is through *****, we cannot cancel or refund the subscription. We understand your frustration, and suggest that you contact ***** Support to cancel your subscription. We consider this matter to be resolved.

  Customer Answer

  Date: 04/24/2025

  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:

   This original response from Peloton with the date and time set for cancelation is completely misleading as shown in the attached screen shot. Peloton support should have told me that I needed to contact ***** if that was the case. They did not. They confirmed cancelation. Cancel means to "decide or announce that (a planned event) will not take place". The billing has continued "to take place". I even followed up to the confirmation at the time because I was not sure and they offered no clarification. I have said that I would be happy with even a Peloton gift card for $195, which I feel is completely reasonable due to the extreme miscommunication per the documentation. 

  
  

   

   

   

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

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

• Initial Complaint

  Date:04/09/2025

  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.

  My peloton tread stopped working a week ago and I called immediately to arrange for a warranty repair. I received an email with a link to schedule a repair appt. Since that time there have not been any repair appts available. I have placed four calls to the call center and been told each time there were no appts but they would investigate and get back to me. To date no one has responded and I still do not have a repair appt available.

  Business Response

  Date: 04/15/2025

  Thanks for bringing your concern regarding repair appointment availability to our attention. We understand the frustration caused by the lack of scheduling options and delayed follow-up. Our Support team has reached out to assist with next steps and are working with the Member to reach an appropriate resolution.

  Customer Answer

  Date: 04/17/2025

  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:04/09/2025

  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 Bike+ on Feb 15th, and within 5 workouts, I had significant "popping" on the right pedal that resulted in a service technician visit. The technician couldn't even get the pedals off without stripping all the bolts, so a replacement bike was sent to me.Within two workouts with the replacement bike, I'm having the same popping/frame issue now only on the left side. When I messaged Peloton about this along with a video, they said the noise is "normal" even though it's exactly the same issue as I had before.I spent almost $3K on this product for a complete lemon, and I find it incredible disrespectful that Peloton now wants to say there is no issue. I'm voicing these concerns on every single channel I can along with working with my credit card company on a charge-back given all the issues I've had.I 100% do not recommend a Bike+ for any wannabe purchasers out there.

  Business Response

  Date: 04/14/2025

  Thank you for bringing this to our attention. We sincerely apologize for the experience with your Bike+. Our Support Team has confirmed that a service technician is scheduled for 4/15 to perform the necessary repairs. We understand that this situation can be frustrating, and we have communicated this information to our repair team to ensure that the technician is dispatched promptly. We appreciate your patience as we work to resolve this issue.

  Customer Answer

  Date: 04/14/2025

  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 is not resolved until I have a working bike+ or refunded for my purchase. 

   

   

   

   

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

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

  Business Response

  Date: 04/29/2025

  Hello,

  Thank you for sharing your concerns and experiences with us. We appreciate your patience while our technicians repaired the Members Bike+. The Member has confirmed that we have successfully resolved their issues and that we can close their case. As such, we consider this issue resolved.

  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:04/01/2025

  Type:Delivery 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.

  Here to formally complain about significant property damage caused during my recent delivery on October 2024 worth thousands. Pelotons contracted delivery team is refusing to take responsibility, and Peloton has failed to assist or address the ******** the company that hired these contractors, Peloton is ultimately responsible for the damage. I expect immediate action to resolve this matter and appropriate compensation for the damages. The lack of accountability from both your delivery team and customer support is completely unacceptable.Please respond promptly with a clear plan of action.

  Business Response

  Date: 04/02/2025

  Hello,

  Thanks for bringing this matter to our attention. We sincerely apologize for the damages that have occurred and are committed to ensuring a resolution is reached. As stated in our terms of delivery, property damage claims are the responsibility of the service provider. We have confirmed that the responsible parties have assumed liability and are working to restore the Member's property. The Member's dissatisfaction with completed repairs is valid and should be addressed directly with RXO. We have communicated this with our partners and have re-opened the damage claim, starting communication between the two parties. As the claim has been reponed, we consider this matter to be resolved.

  Customer Answer

  Date: 04/03/2025

  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:

  It has been over six months now, and my issue remains unresolved. Throughout this entire process, I have followed the steps outlined by your team and worked with *** as you requested, but unfortunately, there has been zero accountability on Pelotons side.
  Despite the continued rental fees being charged to my account, ******************** has failed to provide any meaningful assistance in addressing the damage this bike has caused. At no point has there been an effort to help remediate the issue or offer any form of support to alleviate the financial burden this repair will cost. This situation has not only left me in a state of constant frustration but has also resulted in a significant financial burden, as I now face both the cost of the repair and the debt accumulated from a product that has turned into a nightmare.
  I followed protocol, and Peloton has done nothing to unburden me from this debt or to offer a reasonable resolution. It is incredibly disheartening to feel as though my concerns have been ignored.
  At this point, I would strongly advise against anyone considering purchasing or renting from Peloton based on my experience. I hope that you will take this feedback seriously and take immediate steps to resolve this matter.

  
  Sincerely,
  ********
  
   

   

   

   

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

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

  Business Response

  Date: 04/15/2025

  Thanks for sharing this response. While we understand the Member may have preferred a different process or timeline, we respectfully note that Peloton fulfilled its responsibilities by:
  
  1.Providing the proper claims pathway at the outset,
  2.Actively escalating the matter upon learning of dissatisfaction,
  3.Confirming a financial resolution was reached and accepted between the responsible party (RXO) and the Member.
  At this time, as restitution has been accepted and the claims process has concluded, we consider this matter fully resolved.

• Initial Complaint

  Date:04/01/2025

  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 the peloton bike+ maybe 3 years ago. I do not use is heavily, especially recently, maybe once weekly. I noticed a couple months ago the screen would get glitchy with scrolling but I was still able to take classes. With this latest upgrade, they added a pop-up screen to warn that that class is explicit. Well exactly where the take class button is to accept this, my screen does not sense touching. I spent over an hour on the telephone with Peloton technical support and did multiple resets to the whole system and the screen, including a factory reset. It did not resolve the issue. Because I am outside of my warranty window, I would have to pay for a new screen of $650. This is absurd because we barely use the bike and treat it very well so why am I having to pay out of pocket for Pelotons glitch and malfunctioning products. I already paid a lot of money for the bike, that I am ready to cancel my membership altogether and sell the bike. Im not happy with this company and their products/service right now.

  Business Response

  Date: 04/02/2025

  Thank you for sharing the Member's concerns and experience with us. We have reviewed the concerns shared and while the Bike+ is outside of the warranty period and Peloton does have a commitment to continue to enhance our features and provide improved fitness experiences for our Peloton community, we do recognize that the Member is frustrated by the unexpected potential out of pocket expense. Our Support team will continue to engage with the Member to ensure that her concerns are properly addressed.

• Initial Complaint

  Date:03/19/2025

  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 did an update on my peloton and my screen stopped working. Now I am being charged for a new screen. When I read about it online, it seems like this is a common issue/scam.

  Business Response

  Date: 03/25/2025

  Thank you for bringing this matter to our attention. Peloton is committed to providing a seamless experience for our Members, and we understand the Members frustration regarding their screen issue. Our team evaluates each case individually to determine the appropriate resolution based on our policies and warranty coverage. We have partnered with the Member and have resolved their concerns in accordance to our policies and to the Member's satisfaction. As the Member's device is back up and running, we consider this matter resolved.

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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.

  We have had a Peloton bike since August 2022 and have had many issues with the bike needing repaired or even having to be replaced. There are only 2 of us using the bike and we don't use it any harder then it should be or ride any extreme amount of hours on the bike. However, every few months the bike begins to break down and needs a repair or even replacement. In the fall of 2024 we had several repairs to our bike but the problem we kept having didn't go away so the Peloton provided us with a brand new Bike+ and was informed that we would no longer have issues with our bike since we now had the plus. We got our Bike+ October 2024. In about about January 2025 the issue started to arise, a loud clicking sound when pedaling at high cadence. I have several video of the bike making the noise. I held off for about a month but it kept getting worse so I emailed Peloton on 12/28/2025, once I heard back I was told I would have a resolution from them in 72 hours. I didn't know get a resolution until 3/18/2025 and was told there was nothing they could since we had to have our previous bike fixed. So they are refusing to fix our current bike that is only 4 months old. I am pretty sure there should still be a warranty on the bike for repairs. I am just asking for a repair like they should do for any customer that is having issues with their bike.

  Business Response

  Date: 03/19/2025

  We appreciate the opportunity to address this matter. Peloton has worked diligently to resolve the Members concerns, completing multiple repairs and ultimately providing a Bike+ replacement in October 2024. Since receiving the new Bike+, the Member has continued to report the same issues.
  
  Our records indicate that both the original Bike and the replacement Bike+ have been used extensively, averaging 46 rides per day. This level of usage significantly exceeds typical expectations and may contribute to accelerated wear over time.
  
  Peloton has made every effort to support the Member, including repairs, part replacements, and an upgraded Bike+ as a goodwill gesture. After a thorough review, our Support Team has informed the Member that any future repairs or service requests will be their financial responsibility.
  
  While we remain available to assist in accordance with our warranty and service policies, we have communicated our final position and consider this matter resolved.

  Customer Answer

  Date: 03/24/2025

  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:

  [Your Answer Here] First of all we do not do 4-6 rides everyday on the bike. I use the bike 4 to 5 times a week and do 3 rides on days I use it and 2 of those rides are warm/cool down which are 5-10 mins which don't put much strain on the bike. I see many people on the "leaderboard" with 1000's and 1000's of rides, so the bike should be designed to uphold many rides.

  Second, 

  Peloton graciously upgraded us to a Bike+ in October 2024, assuring us that this model would eliminate further issues.
  Unfortunately, by January/February 2025, the problems returned. When I contacted customer support, I was informed that since the bike was an upgrade, it did not fall under the 12-month warranty. This response is deeply concerning, as it suggests Peloton does not stand behind its products. If my replacement bike was defective from the start, I should not be penalized for it.

   

   

   

   

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

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

• Initial Complaint

  Date:03/14/2025

  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.

  Rented the Peloton. Was told by the company I could buyout the rental any time. I was told the price would go down the more I rented. I made payments towards the purchase price. Then Peloton jacked up the price to the full value of the bike. I have more than paid for the full value of the bike. Now the bike is disabled and unusable. Either refund the money or allow me to keep the bike at no cost.

  Business Response

  Date: 03/16/2025

  Thank you for bringing this to our attention. We are pleased to offer our Member the option to buy out our Rental Bikes. Our buyout amounts are available to Members on ***************************** for Members who wish to buy out their Bike or Bike+ within the timeframe of 12 to 24 months (360 to 719 days). We have provided this information to the Member and consider this matter resolved.

  Customer Answer

  Date: 03/18/2025

  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]

   No offer given. 

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  We have informed the Member that aligned with Pelotons rental program, the buyout amount according to his current paid term is $1,595.00. Without disclosure of this Members personal account details, ******************** has administered the rental program appropriately and our investigation showed that at no point has the Member been misinformed by our associates. Furthermore, the Member receives our rental terms and agreement at the time of signing up, and our buyout chart is detailed in the purchase option section of the agreement on page two. The Member canceled their membership in January of 2025, and has not made a payment since. The Member has been provided with the two applicable options according to the program, purchase the Bike+ via the buyout amount or return the device to end the rental. The Member has received an email confirming these options, which still stands. We consider this issue to be resolved.

  Customer Answer

  Date: 03/24/2025

  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:

  [Your Answer Here]

   The buyout price is too high, regardless of what was said by Peloton or agreed to in writing. I have rented this bike for 20 months. That is over $2,000 which more than pays for a new Bike+ if I had paid outright for one. Now Peloton wants an additional $1,500? I can buy one of these for much less. Where is the incentive? This is just bad business. My offer is $300. 

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

• Initial Complaint

  Date:03/12/2025

  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.

  Friday March 7th Peloton attempted to deliver a damaged product. The damage was documented by the delivery team and it was requested that I also reach out to Peloton to get the issues resolved. When I reached out to Peloton they requested I send pictures of the product. When I did they stated that simply the delivery team did not put together the tread rather than looking into the damage issues. They stated the delivery team will just come out to assemble it again. I did not think this response made sense but I waited until they contacted me. The delivery team or Peloton did not contact me so I reached out on 3/11 to the delivery team. I spent over 60 minutes on the phone with *** and stated I would receive another call to schedule someone to come out. Again I never received a date, email, or call confirming any such thing. I emailed Peloton requesting for a refund and scheduled pick up due to the frustrations of wasted time and energy. Peloton chat bots responded to my emails sending me broken links where I was to choose a pick up day. In another fit of frustration I called Peloton support and was greeted by support who told me her computer wasn't working and she had no such tracking of my complaints or requests. All I want is a refund and for this tread to be removed from my house yet have no resolution of such from Peloton.

  Business Response

  Date: 03/13/2025

  We're sorry to hear about the Member's recent experience. We understand there was a lapse in communication, and have made sure to reach out to the Member to maintain an easy, consistent point of contact. We will continue working with the Member until their scheduled return date to ensure that everything is completed to their satisfaction.

• Initial Complaint

  Date:03/11/2025

  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.

  My son purchased an online Peloton gift card in the amount of $75 and sent it to me as a gift. The Peloton website does not accept the gift card and Peloton doesnt respond to communications about the gift card and why it doesnt work. We are out $75 that was paid to Peloton.

  Business Response

  Date: 03/13/2025

  Thank you for bringing this feedback to our attention. Peloton is committed to providing a positive experience for our Members, and we regret that this Member feels dissatisfied. Our team has reached out and is awaiting the Members response to address their concerns. We remain available to assist further.