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Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Equipment.

Complaints

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

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Echelon Fitness Multimedia, LLC has 4 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/27/2023

      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 ordered the stride 5S on 12/02/23. I paid for delivery to room with assembly. The company has failed to provide the service. The company refuses to issue a refund. The company refuses to respond to emails or phone calls.

      Business Response

      Date: 12/27/2023

      We have just spoken to this customer and arranged for the unit to be picked up. Once the unit is  in the possession of the shipping company, we will issue the customer a full refund. Please consider this complaint as answered.
    • Initial Complaint

      Date:12/18/2023

      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.
      OPON RECEIVING MY ECHELON BIKE YOU ARE OBLIGATED TO PUT CREDIT CARD INFORMATION IN ORDER TO SET IT UP. SINCE THEN IVE NOTICED IVE BEEN CHARGED SINCE JULY FOR A MEMBERSHIP THAT I DONT USE. THEY TRICK PEOPLE INTO PUTTING THEIR CARD INFORMATION IN IN ORDER TO SET UP THE BIKE AND YOU END UP BEING CHARGED $35 A MONTH FOR A SERVICE THAT IS NOT USED WHICH IS A RIP OFF AND UNFAIR TO CUSTOMERS THAT ONLY WISH TO SETUP UP THE BIKE AND NOT USE THEIR MEMBERSHIP.

      Business Response

      Date: 12/20/2023

      We have rewfunded the cusotmer andd would request thsi case to be closed and answered satisfactory to customer request.
    • Initial Complaint

      Date:12/11/2023

      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.
      On or around 11/26/2023, I submitted 2 pieces of exercise equipment from EchelonFit .com, during a Cyber Monday sale. While I imagine that is a busy order day, I would still imagine orders are scheduled for Premium Delivery as described in the "room of choice by the customer and assembled". I paid $299, for the Premium delivery. What I experienced was having 2 large heavy boxes places upon my driveway in such a way I couldn't drive into my garage and I had to ask for help moving the boxes inside.
      I contacted EchelonFit .com via phone number and spoke with someone at an offshore call center. I was assured someone would get right back with me, and she was escalating the request. It's now the end of 12/10/23, and I have heard nothing.
      I sent the CEO, Lou Lentine, a message on LinkedIn, explaining my situation and asking for assistance resolving.
      I would like someone to contact me and schedule a delivery placing the equipment in the first floor room I've selected and assemble the equipment, making sure it works properly and safely.
      If that cannot happen, I want both pieces of equipment picked up and I want a full refund.

      Business Response

      Date: 12/26/2023

      This customer was notified of her assembly appointment for December 27th. Not quite sure what more she is wanting.  We even refunded the cost she paid for assembly as a sign of good faith.  Please close this matter as resolved.

       

      Thank you

      Customer Answer

      Date: 01/08/2024

      Good morning,
      While Echelon eloquently stated, "I am not sure what else she is wanting," perhaps is right, bc the refund of the premium delivery was made and tech assembled the equipment.  The comment wouldn't indicate much empathy or concern for customer satisfaction. ******* was the only rep who did assist.  
      The icing on the cake of this experience is the equipment doesn't work! The tension bar to increase or decrease resistance doesn't work.  This wasn't an open box

      this is likely a return that was shipped out to me and explains why the box was falling apart.
      Now I need to arrange for a refund and pick up.

      Business Response

      Date: 01/11/2024

      We have reached out to the customer and offered to pick up the bike and refund however, we are not hearing back from the customer.  We will keep attempting to reach her and get this resolved.  

      Customer Answer

      Date: 01/15/2024



      Complaint: ********



      I am rejecting this response because:  I confirmed the status of the operational malfunction with ******* via email discussion and he asked if I wanted a replacement which I declined and requested a refund and return instructions (see attachment) 

      Thank you so much for the communications and help in resolving. 



      Sincerely,



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

      Customer Answer

      Date: 01/22/2024


      A week later I have not received any further communication.  ******* asked if I could take a phone call in response to my email query asking about next steps for a return. He has gone silent or could be on vacation.  I simply want to have the items picked up and for Echelon to issue a refund. Thanks,****** 

      Business Response

      Date: 01/25/2024

      We have made attempts to contact Ms. ***** as we are waiting to hear form her if she is returning both pieces of equipment or just one so we now how to proceed. ******* was out sick for two days but has been trying to reach her with no luck. We will continue to attempt to reach her so we can get this matter resolved.
    • Initial Complaint

      Date:12/08/2023

      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.
      Week of Dec 5, 2023 membership purchased.
      On the Echelon membership page it states "App integrated to sync with ******, *****, ***** ******, ******, & *******." I purchased the membership in order to use the "*****" feature that Echelon is soliciting.

      Contacted company on 12/7/23
      I have a screen shot from a conversation I had with an Echelon employee through their website chat feature. The employee stated that feature is not available. I would like a full refund of my new membership due to I cannot use the feature advertised.

      Business Response

      Date: 12/11/2023

      This customer has been refunded and is satisfied with the resolution. Please close this as answered and customer was satisfied with resolution.
    • Initial Complaint

      Date:11/29/2023

      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.
      Ordered a treadmill from echelon November 14th paid $1699 including tax and premium shipping and assembly. Was informed I would be contacted within 10 days to schedule the delivery and assembly. I realize on November 27th that I hadn't heard anything so I reached out to echelon and was told the treadmill was scheduled to be delivered that day. I questioned the scheduling and if it was premium delivery and was placed on hold they didn't have the information correct apparently. I tried to reach someone again the 28th and was told the item would be delivered and then I could set up the assembly of this 400+lb item. The treadmill is now sitting outside on my front porch waiting until it can be scheduled to be brought inside and assembled. I don't find anything about this service premium in anyway from the lack of communication to the lack of customer service by the company. Very displeased with echelon.

      Business Response

      Date: 12/11/2023

      We have spoken with the customer as well as the assembly company. This customer is schedule dot be assembled tomorrow and customer was satisfied with our resolution. Please close this file as answered and resolved to customers satsfaction.

      Customer Answer

      Date: 12/11/2023



      Complaint: ********



      I am rejecting this response because:

      I have not heard from the company and I have not heard from any assembly company. The box has been removed from my front porch so there is no treadmill here to assemble. The last I heard was the day prior to filing my complaint and was told I would receive email correspondence and have not had any emails from echelon as I have just checked. The last I spoke with someone I was told they would be scheduling a pick up for the item and would be issuing a refund to my original payment method. I didn't get any email with in 24 hours so I filed the complaint. 2 days later the box was gone from my front porch where I was instructed to have it delivered and leave it until I was Informed of the next step. I still haven't heard from anyone about this so this response is a flat out lie!

      Sincerely,



      **** *****

      Business Response

      Date: 12/12/2023

      We have spoken to the assembly and delivery company. They have attempted to contact this customer on 3 separate occasions and customer will not answer the call. The attempted dates were 11/20,12/4, and 12/8.  They have not picked up the item so I am not sure what more we can do. Also, the customer has filed a chargeback dispute, which  at this point it ties our hands as far as any refunds.  We would not refund until we have proof that it was picked up to be returned.to us. We let the customer know we had assembly scheduled for today 12/12..At this point there is nothing else Echelon can do for this customer.

      Customer Answer

      Date: 12/13/2023



      Complaint: ********



      I am rejecting this response because: 

      The company expected this item to sit out on my front porch for them to schedule an install and assembly. I was told to wait for email confirmation as to when that would happened I never received any correspondences from echelon confirming anything. I run a business and don't have open availability for whenever they decide to drop stuff at my door and then whenever they decide to schedule and show up. I informed several different customer service representatives of the issue and that the town had requested the said item to be removed promptly I requested this item to be picked up and returned I was told I would have to wait till they contacted the support team. I waited and got no communication from echelon. Now the treadmill is gone from my front porch and I requested a refund. As far as I know the item has been picked up and I have been given my full refund for the undelivered item. I'm not sure how anyones hands are tied but this has been a very unprofessional mismanaged transaction from the point that I never received any updates on delivery until I reached out and found out that it was sent thru economy shipping. There really is nothing more to do at this point but I'm happy I got my refund not sure why I would need an install of a 400lb item 2 weeks after the delivery when I had no where to store the item.

      Sincerely,



      **** *****
    • Initial Complaint

      Date:11/13/2023

      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 have 3 pieces from Echelon. The last item I bought, the reflect, cost me $1200 for the equipment and membership. The equipment hasn’t worked since Feb or March of 2022. For over 18 months I tried to get someone to answer and/or call me back. I initially called a couple of months after my purchase because it randomly stopped connecting. Someone, who I could barely understand on the message, called back and I missed it because I was in a work meeting. I called back and no response. I tried leaving a review and they kept the review from being posted. I tried email at one point…they probably don’t check emails. I tried FB…and nothing. I literally have a faulty piece of equipment that hasn’t worked since about 2 months after it was purchased. I’ve spent HOURS trying to get it to work and calling their support. Not only was the equipment a waste but so was the insanely high membership I paid for but couldn’t use with the reflect. The rower and bike I have from years ago have been ok…but the reflect is faulty and a complete waste of money when they won’t help you return it or get it to work.

      Business Response

      Date: 11/15/2023

      We have attempted to contact this customer on various occasions and leave messages. The customer will not return an email nor a phone call so at this point there is nothing my team can do .
    • Initial Complaint

      Date:11/03/2023

      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 paid for a two-year subscription for Echelon Fitness. Recently, the instructor we followed stopped working for Echelon. I sent an email into customer support to inquire about a potential prorated refund if we cancelled our service. The customer service representative did not answer the question and instead cancelled my account. I sent numerous emails with no response. Eventually, I called Echelon and the representative told me that my account was cancelled immediately and no refund could be issued. I asked how a company could charge someone for a service that they are not providing, I was told my issue would be escalated and that I would receive a phone call. When I received a phone call, I was told that they would give me a trial membership. I am not interested in continuing a relationship with the company at this point due to the subpar customer service, and I would like to receive a prorated portion of my subscription cost.

      Business Response

      Date: 11/15/2023

      This customer was refunded all money due to him. This claim should be closed as answered and resolved. Thank you

      Customer Answer

      Date: 11/15/2023

       

      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:11/03/2023

      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 canceled my order around October 2nd, and I financed it through ********, thought things were taken care of. Then I got a call from ******** about missing a payment, I told them that I canceled that order and thought things were taken care of. I called Echelon Fitness and told them that I thought it was all taken care of, but it wasn't, so they said they would expedite the cancellation. That was on October 24th. Got another complaint from ******** for missing a payment. Could you please help me with my situation? Thank you!

      Business Response

      Date: 11/15/2023

      This customer has been refunded in full and the claim should be closed as answered and resolved. Thank you

      Customer Answer

      Date: 11/16/2023



      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:11/03/2023

      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.
      DO NOT BUY FROM THIS COMPANY. IF YOU HAVE ISSUES IT'S IMPOSSIBLE TO SOLVE WITH THEM.

      This is a story of two parts. The horrible delivery. The horrible aftermath. Please read both and never deal with this company.

      We ordered a stride 5-s directly from this company 3 months back. We ordered it openbox. Echelon spent a month constantly delaying and lying about the reasons why they couldn't deliver this, going to such reasons as they were backordered. How can you be backordered on openbox items? Do you wait for people to return them? Why do you let people buy stuff if you don't have stock? 2/5 experience.

      The 2nd part is even more incredible. Two guys came to our place 2 months back to deliver the item. They said that they can't deliver it upstairs and needed a third person to do so. I signed on partial delivery with promises that they would come back latest next week to finish the service. It has now been 1.5 months. I've called both the delivery company and echelon 10+ times each. Each time they lie out of their minds around "escalating my priority" "promising they would call in 2 days max". This is a lie don't believe anything they say. They don't call and won't call ever until you call them. With many hours spent on the phone with a 350 pound box sitting in my garage. They finally said they would send someone over on Monday. They changed it again last day to Wednesday. Today a guy came by from ********** as confused as we were about what he is supposed to do as a single person.

      How can a company be so poorly managed. This is the absolute worst experience I've had in my life. I've been waiting for three months 1.5 of which has just been waiting and getting ghosted by a company. They have pushed far beyond the return window as well (which I'm starting this assume is on purpose). I've been paying for a 40 dollar app for 2 months with 0 benefit.

      I demand to be refunded the 200 dollars I paid additional for setup. The 80 dollars I've spent so far on the app.

      Business Response

      Date: 11/15/2023

      We have requested to have the unit picked up and returned as there are no assembly technicians in the area.  Customer is being refunded in full. Please consider this claim answered and resolved.
    • Initial Complaint

      Date:10/30/2023

      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 an Echelon Stride treadmill on August 15 for $1299.99. Order # ******. Echelon promised delivery within 3-6 business days. After an extended delay, the item was supposedly shipped on Oct. 2, and was supposedly to be delivered to my home by the *** ***** on October 11. (Echelon did provide a $200 refund for the massive delay, as well as a $40 floor mat.) When the treadmill did not arrive as scheduled on October 11, I contacted Customer Service at *** ***** and was curtly informed the item was noted to be damaged when being put on the truck, so was removed from delivery. I would not have known this if I did not initiate the contact. I called Echelon and after two days (on October 13), I received an email with a different order number (*******) indicating they were going to ship another treadmill through warranty (which itself is ridiculous since I never actually received the treadmill). Today is October 30 and I have still not received the treadmill, nor have I received any communication initiated by the company with an explanation as to why. I have contacted them several times (by email and phone) each of the last few weeks requesting an explanation. Each time, the customer service representatives assure me that the treadmill will ship by the end of the week, and it does not. I have repeatedly requested to speak with a supervisor, or get a call back from a supervisor, and they tell me this is not possible (why is not at all clear to me other than stonewalling). so I can make no progress myself getting this resolved. That is why I am filing this complaint - the first time I have ever done so. I have paid in full for this item, and at this point, I have no faith that this company will deliver what it has promised and it feels almost fraudulent, especially since they have been unresponsive to my repeated efforts to resolve this. I simply want my treadmill delivered and for this to be resolved. Thank you for your assistance in accomplishing this.

      Business Response

      Date: 10/31/2023

      We spoke with customer and let them know we would stay in contact with them as their product shipped.  They were just concerned due to not hearing form anyone. We normally let customer know a product is on back order and then don't contact them again until it is shipping bur for this customer we will keep in constant contact. He was satisfied with our resolution. Please close this as answered satisfactory resolution.

      Customer Answer

      Date: 11/10/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that since I filed the complaint and they responded, they have been more communicative with me than perviously about the extended delays in shipping, and the product has finally been shipped, with delivery expected next week. I would have preferred to keep the complaint open until then, but given your ten day deadline, I will say that this is satisfactory to me, provided that the treadmill actually arrives as promised and works properly. If not I will have to reopen the complaint.



      Sincerely,



      **** *******

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