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 Interactive, Inc

  151 Bloor St W Toronto, ON M5S 1N5

• 

  Peloton Interactive, Inc

  25 The West Mall Etobicoke, ON M9C 1B8

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:08/28/2024

  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 had a profoundly negative experience with Pelotons tech-support agents. I wrote to the companys co-C.E.O.s but never received a response. Heres what happened:I decided to cancel my membership and instead use the Peloton Bike on its own. But then I discovered that the metrics at the bottom of the screen speed, distance, calories, etc. will no longer update; they stay at 0, even though Im pedaling. Indeed, after a session, the workout summary is empty.I called Peloton about this issue, and the agent I spoke with ran me through a series of troubleshooting steps: Turn the wi-fi off, then back on. Re-enter my wi-fi password. Factory-reset the device. Unplug it in various ways. As a result, the device now wont work; it says, There is an issue within your Device. Please unplug your Device and plug it back in. (Which I did, several more times, to no avail.)The manager I then got connected to clarified that the issue I had called about was normal and expected: Without a membership, the Bike wont track any metrics.Yet as a result of the agents actions, my Bike is now a brick; it wont turn on.The manager wanted to blame my touchscreen. Yet Ive never had an issue with the touchscreen. Indeed, during the troubleshooting, it functioned perfectly.The manager offered me a coupon to buy a new touchscreen. But from my perspective, the Bike was working *before* I called tech support and, now, as a direct result of the troubleshooting Pelotons agent put me through (all of which, it turned out, was unnecessary), I cant get past the above error.I dont think I should have to pay for an issue that Pelotons agent caused.

  Business Response

  Date: 09/01/2024

  Thank you for bringing this to our attention. We are currently in direct contact with the member, properly validating their issue to determine the next steps for resolution. Once we confirm the technical issue, we will provide the member with available options to get their product back up and running. We now consider this matter closed.

  Customer Answer

  Date: 09/05/2024

  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]

  Peloton says they'll investigate the issue and get back to me. They're still investigating see the emails I'm attaching so I don't believe this complaint has been resolved. 

   

   

   

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

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

  Business Response

  Date: 09/12/2024

  We have reconnected with the Member and addressed their concerns regarding communication issues. Weve apologized for the delays, taken accountability for any shortcomings, and offered a discount toward a new product as a goodwill gesture. The Member has been informed of the resolution, and we consider the matter resolved.

  Customer Answer

  Date: 09/13/2024

  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:08/27/2024

  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.

  On 6/3/2024, I contacted Peloton to schedule reassembly of my Tread after I moved. The agent incorrectly entered the order but fixed it. First available date was 8/1/2024.On 8/1/2024, Peloton did not show up. They went to the incorrect address. I had to call to get this resolved.On 8/15/2024, Peloton did not show up at all. I had to chase them down. No one wanted to help.On 8/16/2024, I notified co-CEO ********************* via LinkedIn of the multiple failures, misinformation, and issues. She turned me over to executive escalations.On 8/22/2024, Peloton was supposed to arrive between 11-2. They did not show up. Executive escalations was not monitoring the situation. I had to follow up again. They showed up at 8pm. The screws werent with the machine and the assembly team had no screws. So I told them to leave. They marked it as a customer refusal and machine damaged. This was a lie.Peloton first wanted fully swap out my tread. Then they wanted pictures. Then their delivery agent called me directly. The entire process Ive been lied to, been caught between the squabble between Peloton and their delivery partner.On 8/27/2024, I got an email from Peloton telling me they were mailing screws and replacement rails for my damaged machine. My machine isnt damaged. I need screws. So now Im getting replacement parts I dont need which is compounding the issue.No one is working together. Ive spoken to 3 different individuals now. No one seems to care Ive wasted 2 PTO days, 3 hours of phone calls back and forth, over 20 emails, 4 additional hours of lost time at work to come home at 8pm to meet these people after they missed their window, and mileage back and forth. Im tired of being jerked around. No one seems to care and Im fed up. I want everything related to Peloton gone and my money refunded. These are all new machines.

  Business Response

  Date: 08/28/2024

  Thank you for bringing this matter to our attention. We are actively working with the Member to resolve the service issue with the Tread. However, as they are outside the 30-day home trial period, we are unable to honor their return request. We consider this matter closed.

  Customer Answer

  Date: 08/29/2024

  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] Your member service agent, in writing, indicated that a swap would happen. I also have a warranty.  Your CEO has been notified.  This matter is definitely not closed and I recommend you actually speak to your team.

   

   

   

   

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

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

  Business Response

  Date: 09/01/2024

  As we continue to maintain an open line of support with the Member to resolve the service issue with their Tread according to our warranty obligations, we are also working directly with our delivery partner to expedite the process and ensure a successful resolution.With this plan of action, we consider this matter closed.

  Customer Answer

  Date: 09/17/2024

  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:08/27/2024

  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 screen isnt working and they want me to pay $650.00 for it

  Business Response

  Date: 08/28/2024

  Thank you for reaching out and bringing this to our attention. Upon reviewing the Member's account, we found that the product was purchased on 3/10/2022, and the one-year standard limited warranty expired on 3/12/2023. We also offer a Peloton Protection Plan for extended coverage, but since the Protection Plan was not purchased, we cannot fully cover the repair costs.However, as a goodwill gesture, we have offered an exclusive discount on the cost of the touchscreen replacement. With this offer, and given that the Member is now in communication with Support, we consider this matter resolved.

  Customer Answer

  Date: 09/01/2024

  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]

   I shouldn't have to pay ****** for a screen i have even used the bike for 100 rides thats is ridiculous. Im not saying i want them to pay for the whole thing but the bike really hasn't  been used. If they can come ip with a reasonable amount  

   

   

   

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

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

• Initial Complaint

  Date:08/27/2024

  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.

  I'm starting an official complaint about the account membership practices of Peloton. When you sign up, you are told that you can pause at any time. I have had to pause my "all access" membership due to having surgery and not being able to do any high intensity exercises at this time. This is doctor ordered. They only let me pause one month at a time, not for the amount of time I require. This month I was charged, despite needing to pause, and when I called in they said that you "have to pay the previous month" in order to pause for the next month. So basically I have to pay one month, then I am able to pause the next month each time. How is this an ethical business practice? You should be able to pause for as long as you need. Since this is a health-focused company, you would think they would know that people get injuries, have surgeries, cannot workout for certain periods of time, etc. Instead they try to take money from their customers in any way they possibly can. I was told even if I choose to cancel until I am able to bike again, that I would have to pay a re-activation fee of $120 Canadian. So don't let your customers pause for more than a month but if they choose to cancel until needed then they have to pay more? This really does not seem ethical. After a while on the phone they just refunded me the $62 charged for this month of August but still say I either have to continue paying once the period is over, or cancel (and be charged a re-activation fee later on). You NEED to change your membership policies and allow people to pause for as long as they need, this is taking advantage of your customers.

  Business Response

  Date: 08/28/2024

  Thank you for bringing this to our attention. After reviewing the members case, we found that incorrect information had been provided regarding the Membership pause. Since receiving the complaint, we have reached out to the member to clarify the situation and provide the correct information. Additionally, as a goodwill gesture, we have issued a refund for one month. With the issue now addressed and the member in communication with Support, we consider this matter closed.

  Customer Answer

  Date: 08/29/2024

  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:

  Their support team did reach out to me, and clarified that just the cancellation re-activation fee was incorrectly communicated to me. While I am very happy to hear this, they still do not allow their customers to pause their membership for more than one month. This seems highly unethical. Their customers are forced to pay a month in order to pause the next month. So they do not allow for continuous pausing for however long you need. I am really looking for the company to take this into consideration as I believe it to be an unethical way of offering a membership service. The woman I spoke to on the phone kept cutting me off and did not seem interested in this feedback. She kept repeating that the re-activation fee was improperly communicated to me, and that the issue with pausing is indeed their company policy.

   

   

   

   

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

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

• Initial Complaint

  Date:08/26/2024

  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.

  We ordered a new tread from peloton, after waiting a month for it to be delivered it stopped working after two days. We called several times, spoke with multiple different customer service representatives and were told a different story each time. The first ****** said we needed a new screen, the second said we needed a new power cord, the third said if we received new parts to try and replace ourselves the warranty would be voided. All representatives claimed we would need a service technician to come fix the issue, but that would take over a month to get someone out and that was not their responsibility to coordinate since they contract out their maintenance and essentially left us with a we cant expedite this process because we dont take care of our product problems and the only option is for you to wait until a technician is available. We are extremely dissatisfied with receiving a broken product and then poor customer service with unacceptable wait times. For a $3000+ product we expected the top of the line and at the very least quality customer service that would remedy any issues.

  Customer Answer

  Date: 08/26/2024

  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:08/24/2024

  Type:Customer Service 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 a new Peloton Guide. I installed it without issues, but, when I tried to sign in, it gives me an error message that my Peloton account is not authorized in this device. I have had a paid Peloton account for years because I also use it for my Peloton Bike. It includes Peloton Guide. I called **************** several times in the last 10 months or so. Not a single representative was helpful or knowledgeable about this. While they acknowledged that I have a current and paid subscription, they were unable to connect my Guide. They even promised to call after they had drawn a blank. Nobody called. At some point, I complained by email, and a concerned-sounding representative stated he was committed to helping me with the Peloton Guide. He did absolutely nothing. At this point, I am asking the company to fix this problem immediately. It is clearly an issue on their end. And please, do train your customer service representatives. Thanks.

  Business Response

  Date: 08/28/2024

  Thank you for bringing this to our attention. We have made direct outreach to the Member and are actively working to support them in resolving the issue with their Peloton Guide by obtaining further details from the Member, and providing the appropriate troubleshooting steps. The Member now has the appropriate support channel, and we will continue to assist until the issue is fully resolved. At this time, we consider this matter closed.

• Initial Complaint

  Date:08/21/2024

  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 Tread in March 2023, and by April 2024, it completely stopped working. Since May, I've had three different technicians from Peloton attempt to fix the issue, all of whom failed. Today, August 21, 2024, I was informed that because my warranty expired just a month prior to my issue, I am expected to pay $900 for new handrails on a treadmill that barely lasted a year. To add insult to injury, I've been paying $90 a month for a piece of equipment that doesn't even work. When I tried to escalate this issue, a supervisor rudely hung up on me, dismissively claiming there was no one else to speak to.This is beyond unacceptable. It's clear that Peloton doesn't stand behind its products and is content with scamming customers by selling equipment that starts failing shortly after the warranty expires. I've been a loyal Peloton customer for years, and I've recommended their products to others, but that stops now.Peloton needs to make this right. I expect that either:1. The handrails are repaired at no cost to me, and I am credited for the payments I've made since the treadmill became inoperable.2. The treadmill is replaced with a new, functioning unit.This situation is disgraceful, and Peloton's response so far has been nothing short of appalling

  Business Response

  Date: 08/23/2024

  Thank you for bringing this to our attention. After reviewing the Member's account, we'd like to clarify that they purchased their product on 1/9/2022, and the warranty expired on 2/19/2023. Despite being out of warranty, weve made several concessions, including refunding three months of subscription fees and covering four out-of-warranty service calls. As the Member is in need of service we have offered a 25% discount on a replacement. Given the concessions already made, this is the extent of what we can offer, and we consider this matter closed.
  

• Initial Complaint

  Date:08/14/2024

  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.

  We had a ****** that stopped working properly about 2 years ago. Due to other things happening, we didn't troubleshoot until about a month ago. After a tech came out and a conversation over the phone took place with Peloton they agreed to replace the frame as they said that is the issue. They said it would be at no cost. Now they are saying that they are going to charge us

  Business Response

  Date: 08/21/2024

  Thanks for bringing this to our attention. We have reviewed the case and Member interactions with our Support Team and confirmed that the Member was advised we would provide the sensor and monitor cable at no cost. With the Member's warranty expiring 01/23/2022 any repairs would be an out of pocket expense. As a one-time courtesy, we have scheduled a Bike swap for the Member and shared that any future repairs would be an out of pocket expense. We consider this matter to be fully resolved and look forward to continuing to Support the Member through their fitness journey.

• Initial Complaint

  Date:08/12/2024

  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.

  Received a peloton giftcard for Christmas 2020. Its an e-gift card with a purchase date of 12/16/2020 according to the email. Peloton refuses to honor the gift card citing the **** rules on gift cards do not apply to them (citing merchants must honor gift cards for 5 years: *******************************************************************************************************************************************************************************************). There is no expiration date on the card and its absurd they wont honor it.

  Business Response

  Date: 08/14/2024

  Thank you for bringing this to our attention. After reviewing the members case we were able to determine that incorrect information had been provided regarding gift card redemption. Since receiving the complaint, weve reached out to the member to assist her with redeeming the gift card. As a gesture of goodwill, weve also provided her with an additional gift card for the inconvenience caused. Now that the issue has been addressed and the member is in communication with Support, we consider this matter closed.

• Initial Complaint

  Date:08/12/2024

  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 recently updated their touchscreen which is apparently no longer compatible with the original version of the bike (which is what I have). They have also apparently been sending recurring emails to customers since last year noting that this would be taking place and must be replaced by August 1 (none of which I received and they acknowledged they misspelled my email in their database). In any event, the main issue is that they have decided to update their system and are placing a $375 fee on early adopters of their service. Their position is apparently that the bike is "out of warranty" and therefore it's not covered. This is not a warranty issue. This is an update they decided to make and - unless they can present terms of the original contract which make it clear that fees related to the same would fully fall on the customers - there should be absolutely no costs placed on customers like me. The only thing they offered was a $50 discount and they repeatedly cited "policy" as their rationale.I am seeking your assistance here as I've elevated as far as I can and they have resisted my requested resolution. I am seeking a touchscreen replacement with no charge.Thank you and feel free to reach out for any additional information/clarity.

  Business Response

  Date: 08/14/2024

  On December *******, we announced that support for our first-generation Bike touchscreen would be ending. To assist impacted members, we offered an opportunity to trade in their Bike for a Bike+ at a discounted price, or to upgrade their touchscreen at a reduced rate. Support for these touchscreens ended on August 1st, and members that didn't upgrade by August 2nd received an email notifying them that they would be able to take advantage of the discounts above throughout a grace ******* until October 16, 2024. Member has declined to upgrade. Now that the member has been provided the relevant information, we consider this matter closed.

  Customer Answer

  Date: 08/19/2024

  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 thrust of the Peloton bike is to provide on-screen, direct engagement and that was the purpose of my initial purchase years ago.  As noted in my complaint, and stated directly to the initial customer service representative with whom I spoke, unless there is a clause in the original contractual terms when I purchased the bike stating that any costs associated with upgrades to their services clearly fall on customers to assume, this full cost should fall on Peloton and not on me (nor on other customers encountering a similar fact pattern).  They state that this is an "out of warranty" issue which it clearly is not.  The screen was fully operational until they made the decision to upgrade their system and to leave early adopters out.  The representative also acknowledged that the communications regarding the need to upgrade were sent to an incorrect email for me (which is not really the issue as - even had I been aware - we would be at the same place).

  I am once again seeking a screen replacement at no cost and reiterate that the system was working perfectly until they made this decision to adjust and make it inoperable for a particular grouping of customers, a decision that should not lead to hundreds of dollars of additional costs for consumers.   

   

   

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

  
  Sincerely,
  
  *********************, Esq.
  
  
  
  
   
  

  Business Response

  Date: 08/21/2024

  After careful review, we reaffirm that support for the first-generation Bike touchscreen ended on August 1, 2024. We offered members a discounted trade-in or upgrade option until October 16, 2024. The member declined these options, and all relevant information was provided. Given this, we consider the matter resolved and closed. We are unable to provide a screen replacement at no cost as the support terms and offers were clearly communicated.

  Customer Answer

  Date: 09/03/2024

  The Peloton reps continue to respond without acknowledging the thrust of the complaint which is that the purpose of the bike purchase is to service their online on-screen functionality.  Placing the excessive costs associated with a firmware upgrade that makes such bicycle purchase incompatible with such upgrades is not a customer issue and is an egregious practice to place such costs on the customers in order to access the basic functionalities of the product and its related services.  They also stress that this is an "out of warranty" issue and I've requested clarity as to where there is a clause at the time of the bicycle purchase indicating that this fact pattern falls within the definition of a warranty issue and they have failed to respond to that point.  Rather, they insist that they made customers aware of the issue well in advance which is wholly unrelated to the complaint (and, for clarity, again, they acknowledged that they sent such notices to the wrong email).  In any event, I reiterate my request for the screen replacement at no cost, otherwise, I will have to pursue this from a more formal legal perspective.

   

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