Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

267 total complaints in the last 3 years.
82 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/01/2025
Type:Billing 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 bike is under warranty, it broke, is unrepairable per Echelon, they do not have a replacement bike to send me and will not refund the remaining months of my membership because my membership payment was more than 3 months ago. I can no longer use their service due to their equipment issues.
Business Response
Date: 07/01/2025
We have issued a refund for this customer. Please close this complaint as resolved to customer satisfaction.
Thank you
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23543409, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:06/11/2025
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.
Echelon Stride 6 treadmill was purchased in June of 2024 and has had issues with working properly after 2 months time I have had the treadmill. Contacted Echelon customer support who sent multiple parts for me to replace which was completed and still having issues with the treadmill working. Not using apps or anything, just step on and setting the speed and then start walking, if the treadmill actually starts moving. Paperwork I received indicated that parts and labor are covered under the first year warranty, however, I was the labor and the machine still has issues with the tread actually working.
Business Response
Date: 06/17/2025
We have ordered a replacement for this customer to resolve her problem. Please close this complaint as resolved.

Thank you
Initial Complaint
Date:05/07/2025
Type:Billing 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.
Echelon charged my bank account this morning for $******. I spoke with a customer service representative who said my account expired in 2021, and there has been no activity. The charge said the card information was stored by the merchant. I have a new card with a new number that would not be on file with them, so I am unsure how they were able to charge my account. The representative said he was escalating my issue, but he could not give me a time frame. I am concerned that my bank account could be overdrawn because of this unauthorized transaction.
Business Response
Date: 05/07/2025
The customer has been refunded. Please close this complaint.

Thank you
Customer Answer
Date: 05/08/2025
On May 5, 2025, I filed a complaint against Echelon Fitness. I received a response from the company via email informing me that the amount of $****** would be refunded to my account for a charge to my account even though I have not had a membership with them since 2021. Yesterday, May 6, I saw a credit pending on my account, so I closed the complaint with you, **************. Today, I looked at my bank account, and the credit has disappeared and I have not received any money back. I did email Michael M. From Echelon Support letting him know of this issue today, and I informed him that I would be filing another complaint with the BBB.
Business Response
Date: 05/09/2025
Customer was refunded this is now between her and her financial institution. Echelon has fulfilled their promise. Please close this complaint.
Thank you
Customer Answer
Date: 05/13/2025

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.

Sincerely,

******* ******
Initial Complaint
Date:05/07/2025
Type:Billing 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 my echelon bike several years ago when I was working full time and going to college. I didn't have much time to exercise and the bike helped me get a little exercise in each day. After graduating from college I rejoined the gym and stopped using the echelon bike. I attempted to can cancel my membership (and thought I was successful) at some point last year, the website kept asking me if I was sure I wanted to cancel and kept giving me offers not to cancel. At any rate, on April 8th, I discovered my credit card was billed $399 for another years membership on April 2nd. I contacted Echelon support and chatting with Viktor. I explained that I was certain I had cancelled my membership, but I got billed anyways. He cancelled my membership and requested a refund. On April 16th, I hadn't received a refund, so I contact support again and spoke with Kalina. She informed me that it takes 14 days for a refund. On April 28th, I still hadn't received a refund, so I contact support again and spoke with Kristina. She said she could see if refund has been requested, but there was no update, she said she would look into and contact me in a few business hours (I never heard back). On may 1, still with no refund I contacted support and spoke with Pavel, he said he would escalate the issue and assured me it would be taken care of. Today, May 5th, still no refund. I contact support and spoke with Nepthalia. Same thing, no update. It has been over a month with no refund for a service that I don't use and I'm certain I cancelled my membership way before it renewed. No one will contact me back and no refund. This is just bad business at this point.
Business Response
Date: 05/07/2025
This customer has been refunded please close this complaint.
Customer Answer
Date: 05/09/2025

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.
Initial Complaint
Date:05/05/2025
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.
We ordered an elliptical on December 21st through ******.
It arrived defective, and it took 4.5 weeks to get a new one ordered. Their delivery service (HubGroup) arrived without a window, and their techs spoke no English.
I speak Spanish, and managed to communicate that the replacement was to be assembled on our porch. They were not trac**** a “white glove service” nor a pickup of the defective product, so I had to call their dispatcher to have them come back out to assemble the machine.
After 4 hours, they left with our accessory kit, and a ****** drill. The delivery rep (Latoya) called me over 3 weeks ago and said she would check in. Her number listed was from another corporation. I immediately called back, only to find after 30 minutes on the phone that there was no option for voicemail, nor an email.
The initial POC (Michael) from an actual Echelon number, has been helpful, but inconsistent. I missed a call from him, and spent 2 hours trying to reach him. I have detailed emails with him regarding the status, condition, and service of our machine. To this day, it’s not put together, cannot function correctly, and our personal property is still missing.
They will not respond to calls or emails.
Business Response
Date: 05/08/2025
We are sending the customer the parts needed to fix their equipment. Please close this complaint.
Customer Answer
Date: 05/15/2025

Complaint: ********

I am rejecting this response because:

They still did not send us the appropriate parts. Moreover, personal property is missing from the delivery, and I still haven’t received a call back from their delivery service (HubGroup Final Mile) nor the Echelon liaison with Hub Group, Latoya.
It takes roughly 30-45 minutes per call to a main switchboard to even leave a message for either Latoya or Michael, and I only have an email address for Michael. Latoya is aware that both equipment and personal property is missing, and the delivery service failed in its job to correctly place this machine together.
We are going on over 5 months since ordering this piece of equipment, and our purchase is still not usable. We simply want answers as to when our personal property will be returned, and since they cannot seem to send us the appropriate parts to finish putting this machine together, do they plan to send someone out to do it for us? We have what amounts to a 1500$ paperweight sitting at our house, with little to no communication from start to finish.
Again, some answers would be nice.

Sincerely,

***** ****
Business Response
Date: 06/12/2025
This customer was spoken to by both LaToya as well as Michael and he informed both that he wanted to return for a refund. Unfortunately, we are not able to provide this for him as he did not purchase the product from us he purchased from ******. Secondly, he was informed that before the third party delivery company will get in touch with him, he needs to file a police report for the missing items and at that point the third party company will get in touch and work with him to resolve the matter. At this time , there is nothing left for Echelon to do for this customer. Except for send him the part to fix the original problem but the customer is not willing to accept that. Should Mr. **** change his mind and accept a replacement part we would be happy to provide that for him at no charge. Thank you.
Customer Answer
Date: 06/12/2025

Complaint: ********

I am rejecting this response because:

I am currently in contact with your Representative, Michael M********, AND the transport company, HubGroup. Michael initiated the return process, and said HubGroup would call for a delivery time. They scheduled a delivery without even calling me, so I contacted them.
earlier this week (Monday), I emailed Michael and advised him that we have been told not to allow a pickup of the product until we have been COMPLETELY refunded, given the lack of trust in Echelon to follow through on any commitment.
This email has gone unanswered, despite two follow ups today.
I have settled the situation regarding the personal property with HubGroup, which is ongoing through their claims office. However, upon speaking with Latoya after 8 weeks without a response, she promptly blamed Michael for the issue, despite being the dedicated liason between HubGroup and Echelon/Viatek (acknowledged by HubGroup reps).
It is not surprising to see that one person doesn’t speak to another at Echelon, and the above response is way past the times, as efforts have been made to return this product, initiated by Echelon (Michael) last week. Additionally, we have been in contact with the State AG office, our local law enforcement, and our legal representatives, made them aware of the lack of customer service, delayed response (or any whatsoever) time, and have been advised (as said above) to withhold this equipment until a proper refund is received. Echelon currently has been paid in full, whether it was bought through ****** or not is irrelevant, as once you are past a month, returns go through the manufacturer. Michael, along with several CSRs from their call center located outside the United States (which every available number forwards you to should you attempt to reach your rep), acknowledged this as well.
What we want, is our money back, period. You have a dedicated company for delivery and returns, as I said to Michael, if you trust them with your equipment, you can trust them with a refund check. Michael also made me aware you have reps here in the area of SW Florida, it can be just as easily dropped off here, and he can even meet HubGroup here to confirm the pickup. An electronic refund is also available to Echelon.
What we WILL NOT stand for, is that after over 6 months, being given more inappropriate and lackadaisical treatment in the refund process, as we have for the long “adventure” that has been this experience. Refund us, and you can have your machine back. Period.

Sincerely,

***** ****
Business Response
Date: 06/13/2025
This is obviously not going to get a resolution. We will not be refunding the customer as they did not purchase from us. We will provide the parts to fix the machine but that is all we are responsible to do. the customer purchased for a retailer not from Echelon. Our only obligation is to honor the warranty and we are more than willing to do this.
Customer Answer
Date: 06/13/2025

Complaint: ********

I am rejecting this response because:

HubGroup literally called us a couple hours ago to come pick up the machine. There are serious communication issues regarding Echelon, and it’s clear that one hand isn’t speaking to the other.
because as of last Friday, we were scheduling a pickup, and a refund, according to Michael M********.
this has begun the process, the only thing we are waiting on is to be refunded as PROMISED by Michael, so I have absolutely no clue as to what this author is speaking about.
I’ve taken videos, pictures of the broken/damaged/defective parts every single time for BOTH machines that came here defective (1st one), and second one (delivered two months after the first on March 19th). It has taken them 3 months, two different accessories kits (the first sent was insufficient due to the missing wrench needed), and the second couldn’t fix a stripped nut the assembly team broke when they came to assemble it, along with tightening the 4 bolts on the base of the machine in order to use it.
Michael offered to send us a replacement arm, however given it took 3 months to receive the new machine, 3 more months to receive a single wrench, we have exhausted our patience.
our rep is offering to pick the machine up, alerted their delivery company, who then asked to pick it up TODAY. And given the response from this unknown individual (after 6 months I don’t even have a single extension to reach this companies office here in Chattanooga so I wait typically a week to hear back after contacting their call center) who claims it’s not their job to refund us, you can understand why our legal representation and the FLORIDA AGS office said to receive your refund prior to Echelon picking up the equipment. It’s very clear that this person has no idea what they are speaking about, because all we need is the refund, and their 1600$ paperweight can be picked up.
This is a perfect example as to why our experience has been horrific to say the least, because one person says one thing, and another says different. We simply want our refund, and you can come get your machine. HubGroup is standing by to come and get it, as instructed (I spoke to their main office yesterday) by Echelon.

Sincerely,

***** ****
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a bike in July 2024. In October 2024 the speed sensor broke. It took months for them to send over a new speed sensor. No instructions were given on how to replace it. I went back and forth with them again for weeks in order to get instructions. We replaced the speed sensor only to find out that it also doesn’t work. Emails to echelon have gone unanswered. Our 1 year warranty ends in July and it’s quite obvious they want it to lapse to not fulfill their obligation.
Business Response
Date: 03/21/2025
Replacement bike ordered and the customer is very happy. Please close this complaint as resolved.

Thank you
Initial Complaint
Date:03/18/2025
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 an echelon GT connect bike from ****** on July 7, 2024. Over the last several weeks the bike has been making noise whenever I try to clip into the SPD cleats and pedal while clipped in. While this clicking noise happen, I could feel my cleats are slipping within the pedals and I can feel that the spring is giving away. This only happens on the right pedal and does not happen if I just use the toe cage. So this confirms that the issue is with the SPD pedals.

I reached out to the customer support and sent them videos of this clicking sound, receipts etc. None of the troubleshooting tips helped with this issue. And after 2 weeks of back and forth they're telling me that even though the bike is under warranty, they cannot do anything except giving me a 15% discount on the pedals. I would like echelon to replace the pedals for free since the bike is still under warranty. So far customer service has not been helpful at all and I would like a resolution for my problems.
Business Response
Date: 03/19/2025
We have placed an order for new pedals . She unfortunately spoke with a new agent that was not aware of our warranty policy. This should have never happened. Customer is now satisfied as we are sending her replacements. Please close this complaint.

Thank you,

***** ********
Customer Answer
Date: 03/19/2025

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.

Sincerely,

******** ************
Initial Complaint
Date:03/10/2025
Type:Billing 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 November 26 I purchased an echelon step workout machine which had an option to get free workout videos for a trial period of 90 days, as soon as I ordered it, I knew it wasn’t what I was looking for since I already have a lifetime membership with yoga-go for free. I opted to cancel and thought it was all taken care of, when I seen a charge notification from ***** *** in the amount of $99.90 and immediately downloaded app, went in to find out the reason I got charged and how to make sure I wasn’t charged again. The app had no way to cancel. It only gave a phone number to call which was ***** ******** which I called and talked to for 14 minutes. I request my debit card be removed as well as my profile.
I will attach all the screenshots I took form the day I contacted them on February 26, 2025 to cancel. Unfortunately I didn’t take screenshots of the time I canceled in November 2024. I did not even use the trial period since I thought it was canceled
Business Response
Date: 03/10/2025
We have refunded the customer and removed their payment information. Please close this complaint as resolved and answered.

Thank you ***** ********
Customer Answer
Date: 03/11/2025

Complaint: ********

I am rejecting this response because:
I did not receive the refund in my bank account. The debit card was deactivated to prevent Echelon from using my card, therefore the card can no longer be credited with my refund.
They will need to send a refund check to ******* ********* **** ***** **** ****** ***** **** ** *****

Sincerely,

******* ********
Business Response
Date: 03/11/2025
For security reasons we do not refund via check. Even if the customer deactivates the original card as long as they are with the same bank, the refund will automatically go to the new card when received on the original card. We do this to prevent anyone form requesting a refund where they are not the actual person . Please close this complaint as it takes 5-7 business days depending on their bank for the refund to post to their account. I would suggest the customer contacting their financial institution to inquire where their refund is.

thank you
Customer Answer
Date: 03/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I received my refund

Sincerely,

******* ********
Initial Complaint
Date:03/06/2025
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 purchased an Echelon Sport Stair climber on 12/11/24 for 399.99
The unit stopped functioning correctly on 1/23/25. I made 1st customer service call on 1/24/25. They requested me to reply to email with necessary information. I replied with information on 1/24/25.
I contacted customer service on 1/29/25 to ensure they had all required information and was told it would take 7-10 business days to receive a response. On 2/17/25 i contacted customer service as they had not contacted me. I was told that i would receive new equipment but they could not tell me when. I asked to escalate and speak to a supervisor. I was placed on hold and told no agents were available, but i would receive a call back from the agent and a supervisor.
On 3/2/25 i contacted customer service and asked to speak with a supervisor. I was told the customer agent would review item and call back in a day. This was a tactic to get a "difficult" customer off of the phone. They did not call back.
On 3/5/25 i contacted customer service. I asked for a supervisor and they immediately said there are none on shift. I asked when the shifts were so i could call back. The time i was provided fell in the time that we were on the phone, so i asked to be transferred. I was put on a hold and told there are no senior agents available and that i would receive a call back. I asked what the status of my ticket was. I was told it needed to be reviewed by technical team and had not been reviewed yet. I informed them that a previous agent told me i was eligible for a replacement. Once i did this, new information and updates were available about my case, it was already under review by the technical team and they would be approving a new unit soon ("a few business days"). I have not been told to quit using my unit. I am concerned about bodily harm.

I would like confirmation that I'm receiving a replacement, an extended warranty on that replacement, and a guaranteed delivery date of the replacement.
Business Response
Date: 03/06/2025
Replacement has been ordered and customer was notified. Please close this complaint as answered.
Customer Answer
Date: 03/10/2025

Complaint: ********

I am rejecting this response because:
We are close to closing this - however they have made no comment on new warranty period for the replacement.
My initial purchase was made on 12/11/24 - which means my warranty expires on 12/11/2025. It took echelon 6 weeks to offer replacement and provide shipping information. 6 weeks for resolution is 11.5% of my warranty period time which I consider to be substantial. The replacement unit must have its own 1 year warranty and I would like this in writing so that it will be honored.

Sincerely,

******* *****
Business Response
Date: 03/12/2025
We haave taolked with the cusotmer and assured her e would have her full one year warranty. Please close this complaint
Customer Answer
Date: 03/17/2025

Complaint: ********

I am rejecting this response because:
The last direct contact I had with echelon was on 3/3/2025 and it was me who contacted them. They have not made contact with me to communicate the warranty period has reset. I would like this information in writing for reference.

Sincerely,

******* *****
Initial Complaint
Date:02/26/2025
Type:Billing 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.
After not doing any business, not using the app, not attending any classes virtual or otherwise, with Echelon for over 3 years, Echelon placed an unauthorized charge of $34.99 on my credit card. The charge was dated 2/3/25. I discovered the charge when I received my credit card statement for the period ending 2/19/25. i promptly contacted Echelon to request a refund. After emailing back & forth with Echelon Support agent ****** *** he acknowledged I had not used the app for a class for over 3 years & that I did not authorize the charge, but said because Echelon has a 48 hour refund policy & it had been more than 48 hours since 2/3/25, Echelon would not refund the unauthorized charge.
Business Response
Date: 03/12/2025
This was refunded on the 26th of February Please close this complaint as answered and resolved.

thank you
Customer Answer
Date: 03/13/2025

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. Sad that to get this resolved required that I first have repeated exchanges with Customer Service via email, each time being rejected, with the refund coming only after I threatened to sue them with a formal demand letter.

Sincerely,

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

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Echelon Fitness Multimedia, LLC is NOT a BBB Accredited Business.