Complaints

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

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• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut Street Suite 700 Chattanooga, TN 37450

• 

  Echelon Fitness Multimedia, LLC

  6011 Century Oaks Drive Chatanooga, TN 37416

• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut St Chattanooga, TN 37450-0003

• 

  Echelon Fitness Multimedia, LLC

  1400 Market St STE 122 Chattanooga, TN 37402-4429

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:02/19/2024

  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.

  I purchased a new stationary bicycle from Echelon, the bicycle was delivered in a severely damaged box; the bicycle broken upon receipt. Echelon has not remediated this issue, company continues to state they are ‘reviewing the claim’. They have refused to answer my questions or address my concerns until I informed them that I would be contacting the BBB; they returned my email stating that they continue to look into the issue yet no proposed resolution has been offered.

  Business Response

  Date: 02/20/2024

  We have ordered a replacement bike for this customer and he is happy with resolution. Please close this case and answered and resolved.

   

  Thank you

• Initial Complaint

  Date:02/16/2024

  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 purchased an Echelon Ex-5s bike in 2020. We had to replace the bike within the first year. I have had the current bike since 2021. This bike has consistently had issues with ****** customer service. This go around, I have been unable to log in to the bike to ride/access classes and have been trying to contact Echelon since January 30th. (via phone calls-over 35, emails, ******** messages, and ********* messages). No one has been able to tell me anything other than it has been "escalated to a Tier 2 issue" back on 2/6. They have tried blaming user error, internet connection, and a multitude of other issues other than attempting to actually troubleshoot the bike itself other than unplug and plug it back in. With the bike being purchased to decrease health issues and increase my mental health from a very strenuous job in the mental health profession, I have not been able to access my bike or its online classes in one month. This has also costs me two rounds of membership fees (34.99/month) that I have since wasted.
  I have spent countless hours and lost precious time with my family while sitting on hold for the employees to tell me the exact same thing... nothing. Tonight for example, I sat on hold (which is advertised to be a 2 minute wait time) from 7:15-7:40 to speak with the Membership office. They tried transferring me to the Tech Support office and at 7:57pm, I was told that "no one was available". They did not close until 8:00, so that would have allowed for time to at least pull my information to give me an update.
  I feel that I am being given the run around and feel that they do not get back with me because they do not know how to address the issue at hand. The bike originally costs me $1,200 and have been paying the membership fees since January 2021, estimating the total costs of the bike to about $3,000. In the time that I have owned the bike, I have sent over 140 email coorespondances as well.

  Business Response

  Date: 02/19/2024

  We have placed an order for a new screen to salsify this customers complaint. Please close this claim as resolved.

   

  thank you ,

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

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received the screen with zero instructions or explanation as to how to install the new screen. As of now (7:55pm), I have been on hold since 7:04pm and have yet to have someone answer on the customer service line (that advertises a 2-minute wait time). I have also not received notice that my account has not been charged for my monthly membership fee during this lengthy (since January 31st) process. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 02/29/2024

  We spoke with customer and  explained the issue and we are working on it and she is fine now. Please resolve this claim.

  Customer Answer

  Date: 03/08/2024

  I am not fully satisfied of the claim's resolution just yet; however, I do not deny the actions that the business has taken; I am more ready to move on from this mess. I am not fully convinced that they did their best to manage my situation and complaint. I think that their customer service department needs a re-vamp and could use additional training and increase some measures with some self-reflection to decrease their wait time for customer complaints. Had I not reached out to the BBB, I still think that I would still be waiting on a response. It's sad that the only action that I received (including emailing the person involved in this claim, Mr. ********) was due to my reaching out. I guess some people just need that extra accountability. This only further supports my thought process in selling the bike and no longer recommending the bike and/or business to my family and friends. 

• Initial Complaint

  Date:02/06/2024

  Type:Product 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 treadmill on 12/16/23. I paid for the premium shipping to have the equipment delivered to the room of my choice, assembled, and the packing materials removed. It took 2.5 weeks for the firsr delivery. Echelon used the wrong company for delivery. My husband had to leave work and I had to step away to move items in the garage. Otherwise they would have left it outside. We then lost use of that part of our garage. My husband had to park outside with snow and ice storms (we live in the midwest, and it was January). It took them 2.5 additional weeks to send someone to assembly the equipment. They then discovered it was broken. It took then another week to get the broken treadmill removed from our garage. So we lost use of the garage for 3.5 weeks. They just sent a replacement treadmill today. The treadmill doesn't work. It was either installed incorrectly or is also broken. The delivery people caused significant damage to my house. We now have to contact a company for repairs. They also left the packing material all over the house and garage. Echelon did originally refund the cost of the premium shipping for the initial error. However, it had continued to get worse. It is coming up on 2 months. I still don't have a working treadmill, my husband and I have lost time away from work, and we have damage to our home.
  
  Whenever I contact Echelon, I can only connect with lower level employees. They advise they can't connect to a manager and can not assist with my issues. I have received a phone call from a manager once and occasionally an email. Generally speaking, I can never get assistance from the company. I am told someone will reach out and to be patient.
  
  We have been experiencing extreme financial burdens due to this company, not to mention the stress this has caused. I want this to be made right. I don't feel like Echelon cares about what I've experienced, and they are not making this a priority.
  
  Please help me to get a justified resolution.

  Business Response

  Date: 02/08/2024

  We have upgraded this customers treadmill and scheduled a pick up of the faulty one. She is handling the floor damage with the shipper who is responsible for the damage. Please close this complaint as resolved.

  Customer Answer

  Date: 02/15/2024

   
  
  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 for the current time. I still do not have a treadmill (waiting on a new one), and the damages have not yet been repaired. If these things do not occur, the complaint may be reopened.
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  Date:02/05/2024

  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 purchased a stride 8S on 9 December 2023. At the time of purchase the website stated “expected delivery would be 4 to 5 business days”.
  On 11 Dec I reached out to determine if I could anticipate shipment within the next few days (I travel and wanted to make arrangements).
  At that time I was informed it was a new product and would likely not ship until later in the month.
  On 27 December I called the company again inquiring about delivery and was informed I would receive a call back. I ended up receiving the following email response.
  “The machine starts shipping on DEC 29, 2023. In a couple of days, you will receive an email with tracking information.” from ******** S
  On 8 Jan 2024 I called inquiring again and was told they expected to start shipping by the end of the week and apologized and offered a $100 refund (which they paid).
  I explained I just want a realistic timeframe to expect to receive the item I had already paid for.
  I called back at the end of week and was informed the product would ship before the end of the month and to expect delivery by end of January.
  On the same day (12 Jan) I received an email from ***** *. offering 15% off any future purchases. Again, I just wanted a timeframe when I could anticipate delivery.
  My next call was on 29 January inquiring if I could still anticipate at least shipment by Wednesday. The customer service agent advised it should ship by the end of the week. I asked to speak with a manager and was told there was no one they could connect me with. I AGAIN explained I just want to know when it’s coming.
  Today (Friday, 2 Feb) at 1600 I called to see if my product would ship today and was told that it should ship within the next few weeks. I asked to speak with a manager and was told one would call me back before 2000 ETS. I NEVER received a call and STILL have no idea when I can expect shipment/delivery of my product.
  Help. Still know nothing about my item.
  Order#: ********** Cost: $2,329.59
  Refund $100 (9Jan24)

  Business Response

  Date: 02/05/2024

  We have let the customer know that this order is shipping this week.

  Customer Answer

  Date: 02/14/2024

  
  
  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.
  
  

  I received the treadmill today (14Feb2024). Had issue with the screen but upon calling customer service they stated they would look into providing a replacement screen as soon as possible and would get back to me with the way ahead.

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

• Initial Complaint

  Date:01/24/2024

  Type:Product 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.

  A replacement screen mount was ordered. I've attached the replacement instructions as well.
  Once the order is fulfilled you will get an email with tracking information.
  Should there be anything else you need assistance with, please do not hesitate to contact us.
  Have a wonderful day.
  Respectfully,
  ********** *.
  Echelonfit .com
  
  ********* ****
  Wed, Dec 27, 2023, 12:09 PM
  Hi there..I know you've been busy, just checking in so you don't forget about my shipment..Thanks,********* ********* ****
  Sat, Dec 30, 2023, 10:01 AM
  to Echelon
  Please let me know the status of the new arm mount .
  When will it be sent.
  Thank you
  ********* ****
  
  (3:29:47 PM) **** *.: Hello, thank you for contacting Echelon Fitness Customer Support. My name is **** *.. Who do I have the pleasure of speaking with and how can I help you?
  (3:29:54 PM) ********* ****: Order ******* (3:30:03 PM) ********* ****: ********* ****
  (3:30:22 PM) ********* ****: Dec 12 2023
  (3:31:01 PM) **** *.: Hi, *********! I will be happy to assist you! Please, allow me a moment so I may check that for you.
  (3:31:07 PM) ********* ****: Haven't received the arm unit
  (3:31:19 PM) ********* ****: Under warranty
  (3:33:26 PM) ********* ****: Hmmmm
  (3:33:42 PM) **** *.: Thank you, I have checked for you and at the current moment there is no update for the replacement part. May I ask what the part is for as well?
  

  Business Response

  Date: 01/25/2024

  We were trying to find the replacement arm and had no luck they are on back order so we are going to replace the entire unit and we have let customer know. Please close this complaint as resolved satisfactory.

   

  Thank you

  Customer Answer

  Date: 01/26/2024

  
  
  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. 

  Will expect an email confirming shipment. Shipment within the next 2 weeks
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:01/16/2024

  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.

  I purchased an Echelon Fit slimline treadmill from *** last January & received it Jan.13, 2023. I only used it for about a month & then had an ankle injury that prevented using it until last Oct. It then wouldn't come on so I thought it was the batteries on the remote which is the only way you can turn it on. After purchasing new batteries & it still didn't work I called the company & they said they would send me another remote. I didn't get it so called again. They then said they were no longer servicing these cheap remotes so they would replace my treadmill with one without a remote. All of a sudden I get a remote from them but it still does not work which is exactly what they told me when they said they no longer would service them so don't know why they sent i. Since then I have been contacting this company because they refuse to tell me when they will replace the treadmill like they told me they would. It has been months. Dec. 28, I spoke with ******** again & he said they had them in stock but he couldn't tell me when I would get it. Each time they say someone will get back to me but no one ever does. I called again today Jan. 16, 2024 & he once again continues to repeat these lies. He refused to tell me the address of the company as he says they are not allowed to give that out. He still will not tell me when this will ship. He always says he will have his supervisor call me but no one does & he says he can't transfer me to him. This has been extremely stressful & I am unable to keep up with the exercise my doctor has told me to do because I cannot use this thing. This is looking more and more like a scam. If they cannot send me a replacement treadmill that works then they should refund what I paid them, In addition I am going to have to pay someone to haul off the broken one!

  Business Response

  Date: 01/18/2024

  We have spoken with the customer and let them know we are sending out a new replacement unit that is actually an upgrade and the customer was happy with this resolution. Please close this file

• Initial Complaint

  Date:01/16/2024

  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 ordered a stair climber December 22, 2023 from Echelon fit.com. I paid $423.00. I never received a tracking number. I waited a week to reach out to the company. Customer service could not tell me why the item had not shipped yet or when it would be shipped out. I called several more times and don’t have a resolution to my problem which is providing me with my stair climber. I received an email January 10, 2024 at 10:26 pm stating my Echelon order was on the way. I attempted to track the shipment with the ***** tracking number provided. When the I clicked the number it took me to a ***** page where it stated “This package was cancelled by the shipper and won’t show tracking information anymore”. No email followed from the company explaining to me why the shipment was no longer being sent out. I called customer service January 11, 2024 and was told they had to reach out to the shipment department and wouldn’t get a response for 24-48 hrs which means no answer for me and another week without my stair climber. The company never reached out to me on there to apologize for the delay or why it would take so long to ship an item. That’s unprofessional!

  Business Response

  Date: 01/17/2024

  We have spoken with this customer and are providing her with a refund. Customer did not want to wait for the backorder to be in stock.  This should be considered resolved per customer satisfaction.

   

  Thank you

  Customer Answer

  Date: 01/20/2024

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

• Initial Complaint

  Date:01/16/2024

  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.

  I placed an order for fitness equipment on 12/19. The product has been paid in full and has not shipped. I speak to customer service and they advise that refunds/cancellations "Cannot take place at this time" and they offer a small discount on other products. I have contacted them via website chat, email and phone. They will not let me speak to a manager and have gone broken record regarding the refund/cancellation.
  
  At this point, I still want the product as they're the only company making a compact stair stepper. But coming up on 6 weeks since the order and the shadiness when I speak to them doesn't add up.
  
  I hope this is something you can help with. Thank you

  Business Response

  Date: 01/18/2024

  We have attempted to contact this customer several times to let him know his order will ship out next week.  As of today, there has still been no contact but we did send an email letting him know the backorder situation.

• Initial Complaint

  Date:01/08/2024

  Type:Product 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 bought an echelon treadmill , stopped working days within the 1 year warranty period. The treadmill was barely used in fact it was folded up not In use the last 3 month prior to me plugging it in and it just didn’t work. I contacted echelon customer service, they agreed to help me and send me out parts to fix it. I spoke with one associate starting in September of 2023, he sent me a part it did not work still. I then spoke with *******, and ******* the supervisor. Additional parts were suppose to be sent out to try fix the treadmill but never received them. I have tried contacting the customer service centre and have been basically ghosted. have been trying to get my $1500 stride fixed since September 2023 and have had no success. I have emails from the company with communication trying to fix it in last 6 months but since talking with ******* the supervisor and informing her I did not receive the parts she said she sent, she has not responded or anyone else. At this point I spent $1500 on a machine that can’t be used and is garbage now. When I initially called to get it fixed I laughed when I was asked if I would like to purchase a new one at 10% off. My question back to echelon is why would I repurchase a new treadmill when the one I initially purchased does not work. I would like the company to fix the treadmill and give me the parts to do so. I do not understand why they agreed to help fix it only to not send out parts and ghost me. When you pay that much for a treadmill it should last longer than a year. Echelon needs to stand by their expensive products . As a customer paying that much for a treadmill your looking for long term quality and excellent customer service.

  Business Response

  Date: 01/08/2024

  We have placed an order to replace the faulty uit. We upgraded the customer at no additional charge to them. Please close as resolved.

   

  Thank you

  Customer Answer

  Date: 01/09/2024

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

• Initial Complaint

  Date:01/02/2024

  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 the Echelon EX-4s+ in January of 2023. It comes with a one year warranty. In November of 2023 it started to make a noise while riding it. I contacted Echelon and sent a video of my issue. In order to diagnose the problem they want me to take the bike apart, like anctually unscrew it and take it apart, and try and fix issues on my own. After much back and forth about how fruitless this trial and error was becoming and how I didn’t feel comfortable or like it was my responsibility to fix the machine I told them that considering it is under warranty I see 2 options here. 1. they should fix it for me by sending a technician out to diagnose and fix the problem or 2. They can send me a new bike as a replacement. I would be fine with either option, but me having to fix my own bike which is under warranty is not a valid option in my mind. They told me they don’t send technicians out to diagnose problems, and don’t send out new replacement bikes if they can’t diagnose the issue. That’s right they won’t diagnose an issue and won’t replace a bike without a diagnosis. The only offer they made me was to send me a part that they *think* is the issue and have me fix it myself. Along with this they sent me a ******* video on how to fix it, a 21 step ******* video mind you. Again, this item is under warranty, why is there is responsibility on my part to fix the problem? Toyota would never make me send them a video of a noise my car makes and then send me a belt along with a ******* video of how to replace it. ******* wouldn’t send me a new motherboard with a video on how to take apart my TV to fix it. But Echelon demands I fix my own bike which is broken? I don’t get it. Either send me a tech to fix it, or send me a new bike and honor the warranty. Otherwise, what good is a warranty?

  Business Response

  Date: 01/11/2024

  We have reached out to this customer several times with no luck. We are willing to replace the bike however, we can not offer a refund due to the fact the customer did not purchase from us her purchased from a retail store.  Please close this claim.