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

  1400 Market St STE 122 Chattanooga, TN 37402-4429

• 

  Echelon Fitness Multimedia, LLC

  6011 Century Oaks Drive Chatanooga, TN 37416

• 

  Echelon Fitness Multimedia, LLC

  605 Chestnut St Chattanooga, TN 37450-0003

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:10/27/2023

  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 purchased a treadmill from Echelon and have been given the run around to when the item will ship.

  Business Response

  Date: 10/31/2023

  Spoke with customer and informed her that order would ship as soon as we received them into stock.  Customer was satisfied with knowing that her order was due to be shipped within the next week. Please close this complaint as answered satisfactory with the customer.

   

  Thank you,

   

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

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am still waiting and being told they have the item, then it’s out of stock. I attempted to order from ******* instead and that item arrived mangled and has to be returned. I’m just sick of the run around. They haven’t offered any additional compensation or discounts for now waiting almost a month. Each time they give me a timeframe they miss it. I almost canceled my order last week but was told they had one in stock for me and it would ship. That still hasn’t happened.
  
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/15/2023

  This customer was refunded in full on November 7th. This should resolve this complaint. Please close this as resolved.

  Customer Answer

  Date: 11/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company is still advertising the sale of equipment and several people are tagging me asking where their orders are. I really think the BBB needs to look into the matter more. 
  

  My issue is done and the case can be closed, but I will never do business with this company. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/19/2023

  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.

  We purchased an Echelon Stride Treadmill from the echelon website on 8/31/23. The website said they were on back order until August 18th and we ordered on August 31st so we assumed they were back in stock. The order confirmation says our order would be shipped via ***** ****** unless we paid for premium delivery then it would be delivered by a white glove service. We did not pay for premium delivery so our order should ship via *****. I contacted Echelon support on September 18th because we still have not received our treadmill and there were no updates on the order. Support informed me that the treadmill we ordered is still on back order until September 25th and as soon as they get them in they will ship out immediately. On September 26th we still didn't have any changes to our order so I called Echelon support and they said that the Strides are now on back order until the 1st week of October and would ship out as soon as available. The Echelon website says the Strides are on backorder until October 15th. On October 9th we finally received an email that our order had shipped but were given a weird tracking number not from *****. There has been no updates. We contacted Echelon today 10/18/23 and they said they have no idea when our treadmill we be delivered. I requested a refund since we have waited nearly 2 months and keep getting the run around about our order. We have not yet heard back from them regarding our refund and cancel of our order.

  Business Response

  Date: 10/19/2023

  We have spoken to customer and offered her updated tracking as well as sending a few items for her at no charge and customer agreed to continue to wait for delivery and did not request a refund. Please close this case as a satisfactory  resolution.

• Initial Complaint

  Date:10/09/2023

  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.

  Purchased EX-5 bike with the "Premium Delivery with Assembly". The bike arrived via *** ** without assembly. Have contacted customer service multiple times and I am told somebody will contact me soon about scheduling assembly and then nobody ever contacts me. Either send somebody to assemble the bike or come take it back with full refund. Order ECH#******

  Business Response

  Date: 10/09/2023

  We are in the process of waiting for the customer to give us his availability so we can have someone sent out to assemble his bike. Once we hear from customer this will be taken care of and complaint can be resolved as satisfactoy resolution please.

   

  Thank you,

   

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

  Director of Customer Service

• Initial Complaint

  Date:10/06/2023

  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 ordered the Connect EX-3 bike on September 6th, it arrived September 12th and I never opened the package. I contacted echelon because there was a better deal on the bike at ****** so I inquired about returning it. They said the return was free and they would send me a shipping label. I reached out 2x on September 13th phone and email, they sent me a ****** **** shipping label and ****** **** rejected the item because their shipping limit is 66 pounds and the bike weighs over 100 pounds. I reached out again to echelon multiple times even through their social media account then on September 29th they sent me an ups label maximum 40 pounds. Then told me to wait 24 hours for another label and it never arrived. Now it has been a week and they sent me a tracking code without a label for another 40 pound maximum item. I called 2x and emailed this week and been talking to their social media rep ******. This has not been resolved and I am requesting a refund. I want a full refund.
  
  To add to this, the other echelon bike I got from ****** showed up with a broken handlebar and when I reached out the echelon they mailed me the wrong replacement handlebar.

  Business Response

  Date: 10/19/2023

  This customer was fully refunded on October 16th. Please resolve this claim as answered with satisfactory resolution.

• Initial Complaint

  Date:09/29/2023

  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.

  Product was purchased on July 7th. It was noted that it would be shipped within two weeks. It was not and after a month I reached out to inquire. Finally it was shipped but damaged and returned. For the past month or two I have been told the product is on back order. I have advised Echelon that they are continuing to sell this product on their website as if its in stock, no notice of it being on back order. I have advised them that they are either lying to me or to potential purchasers but am being ignored.

  Business Response

  Date: 10/02/2023

  We spoke with customer and he is fine now. we upgraded the customer to a different model and it will be shipping out this week. Customer requested that website be changed to reflect a backorder however this wasn't possible because they are expected in any day now. Customer said he was okay with waiting now that he knows they are shipping soon. Please consider this complaint resolved.

• Initial Complaint

  Date:09/27/2023

  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.

  I purchased Echelon bike in December 2022, Right Paddle broke off about 6 months into using bike. Echelon replaced bike shortly, 3 months later right paddle broke off again with daily use of the bike for about 40 minutes a day. I reached out to warranty department in August 2023 with a concern of defective model and need for a replacement or refund. I spoke to 6 agents emailed videos and pictures. Representatives told me this issue has been escalated and a repair person should be contacting me. It has been a month since issue started I called every week only to get an apology and be promised someone will contact me with a resolution and lied to over and over again. No call back, no email after 6 contacts. Bike is still under warranty echelon is bluntly refusing to do anything and giving me a run around. People I forwarded pictures to are ******** **** and T***** *****

  Business Response

  Date: 09/29/2023

  We have spoken with customer and agreed to send her a replacement EX3 bike and customer was happy with our decision. Please close this complaint and answered and customer is satisfied.

• Initial Complaint

  Date:09/18/2023

  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 March 7, 2023 I purchased a new EX-7s bike for $779.44. When assembling I followed all proper instructions provided to ensure bike was properly put together. Around May 29th, while riding the bike, one of the pedals snapped off of the crank arm, damaging both the pedal, the crank arm, and causing damage to the flooring in my home. I immediately notified the business via messaging on their social media, after receiving parts that would not work, I was instructed to dispose of the bike on June 22nd. As of July 15th, I reached out to the company via email, and they notified me that the replacement was cancelled due to being unable to delivery (but no delivery or shipping information was provided, and no proof was given that delivery was even attempted). I was told another order was placed on July 27th, which as of now, September 17th, I have not received. The only response I’ve gotten is that the shipping department hasn’t given any updates since August 25th. At this point I’d rather just have a refund of my money since the product can’t be replaced in a timely manner under their warranty.

  Business Response

  Date: 09/18/2023

  We have spoken to Mr. ********* and let him know we placed a new order for him and will provide tracking as soon as we have it. We gave him the order number #*******. He was satisfied with the resolution and we would like this complaint closed with satisfactory resolution.

   

  Thank you,

   

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

  Customer Answer

  Date: 09/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: rejecting until I have the replacement in my possession. A bit misleading in the response of them saying that they spoke to me and I’m “completely satisfied” as I have not said such and I have not physically spoken to them. I acknowledged their email of the replacement order and thanked them for their response, but did not state anywhere that I’m completely satisfied with the resolution yet . So far the shipment process has been an absolute nightmare trying to arrange delivery with ***** as the company rushed to get it to me rather than try to better arrange for delivery. I will provide a further update once I have received my delivery. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:09/12/2023

  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 order the Echelon Row -S Black with big screen and paid for a 1 year membership in advance for my son on December 27 2022 and got it somewhere in the first week of January 2023.
  
  Echelon fit website advertised the Rower as having the capability of streaming ******* and ******+ beside all the other features. Streaming ******+ and ******* was the decision maker for us because my Teenager Son wanted to row while watching his favorite shows. My son is Autistic and needs to work on his core and having the rower with the streaming features was exciting for him.( I don't think I need to explain how the change of routine or expectation affects a person with Autism.)
  
  We got the rower and used it a few times while trying to figure it out how everything works and also how to stream/ watch ******+ / ******* while rowing.
  I emailed echelon on Feb17 2023 and had no response; again I email on March 03- 2023 and they said they were working on it and in no time will be available. We are almost mid September and nothing. At this point I would like a full refund for wrong / deceitful advertisement.

  Business Response

  Date: 09/12/2023

  I am sorry that you misunderstood the advertisement. It did say it was coming soon. It also said in the advertisement on the web page the subscription service to those features was not included with our membership for the equipment. We have offered the customer an additional 6 months at no charge for the inconvenience and they should be able to use the other serviced=s mentioned no later than the end of October.  We feel this is a satisfactory resolution for this customer and would like this complaint resolved.

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was aware we need to use OUR services for *******, ******, ****, etc. we do have our memberships with them.

  My son wanted to use those apps while using the rower.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 09/19/2023

  Echelon answered  it was  advertised as coming soon, no where in the print out I sent said coming soon .  if so…  how long is coming soon for them? Because I was looking for a rower since November 2022 and finally decided for echelon because my son said he wants to row while watching his shows so he can last longer excercising if he is entertained and their website said with subscription to those apps we can stream them in the machine + the 22” monitor that comes with it(as we bought the premium rower).
  
   
  
  As I mentioned I order the machine and set it up and look for options to set up the other apps (*******, **** for music and ******* and ******+ ) when we couldn’t I contact them and they said also coming soon.. so when is coming soon, what date exactly, it has been almost 1 year?
  
   
  
  I look in their echelonfit page again and no longer is ******, **** or ******* on their advertisements only ******* .
  
   
  
  Just because they offer 6months free ( which I paid 1 year ahead, meaning I still have 5 months left that I paid) my son is not interested anymore because they lied practically. I show proof where they advertised as capable to do it, they said only is coming soon but they never say when and I show the document where it shows.
  
   
  
  I no longer need the machine because my son is not interested anymore because he can not exercise while he watches his shows as advertised. (as I mentioned he is Autistic and they tend to focus in what they like)
  
   
  
  I want a full refund and they can pick up the rower anytime they want if is what they want.
  
   
  
  I am attaching the document you have in file already where it shows all  the amenities their offer as products and the apps they can use to stream our favorite apps. ( with our subscription for them obviously) Nowhere shows coming soon.
  
   
  
  Thank you.
  
  ******** *****.
  
   

  Business Response

  Date: 09/19/2023

  I'm sorry the customer was not satisfied with our offer to resolve.  However, being as he did not purchase from us rather ******, we would not be able to provide a refund due to the fact we did not sell it to him.  I was able to see that the customer has used the equipment in the past and I am still willing to give him an additional 6 months at no charge as the other options that will be available before the end of this year have no effect on the performance of the equipment.  Hopefully the customer will accept the offer for the extended time so that they can continue to use the rower and be an active participant in the Echelon Community.

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The Rower machine with a 1yr membership app and its amenities, to enjoy while streaming my paid membership of *******/****/******+ on the big screen monitor  while excercising.  After almost 1 year this app still don't have available the streaming service capability advertised so I can not enjoy fully the benefits of the product purchased. I don't see how you can't be responsible for your website advertisement just because your brand new product was bought at ******. 

    "as the other options will be available before the end of the year" I am not accepting his response and will wait for the service to be installed.
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:09/08/2023

  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 purchased the Stride 5s treadmill on 8/3/23. The treadmill, warranty and delivery and assembly was over $2,000. It was delivered on 8/11. The delivery folks took about 5 hours to assemble. They said they had never done anything like that before. When it was assembled, it would not work so one of the guys called Echelon. They were on the phone a while and finally the treadmill started working. I thought it was fixed and they left. Three days later at 4:12pm (8/14), I got on the treadmill and it would not work so I called Echelon. The rep asked me to do several things but the treadmill still would not work. He said he would call back after he talked to the tech dept. On 8/15 at 4:52pm, I called back because the rep never called me back. This time, he said he escalated the issue to another dept and hadn't heard back. I decided to call back at a different time of the day in hopes of getting a different rep this time. I called on 8/17 at 9:40 am. The rep told me what to do and the treadmill started working. I hung up the phone thinking the treadmill was finally fixed. On 8/19, I got on the treadmill and started running and it turned off within minutes of my run. I called Echelon at 10:59 and the rep was not able to get it to work again. The rep said it would have to be escalated to another dept. I called at 8:43am on 8/22 for an update but there wasn't one. On 8/25 at 10am, I asked for a manager to request a refund. I spoke with *******, she asked if I would keep the treadmill if she got this resolved. I said yes. She said a console was being ordered. When it arrives, she said a technician would install. She said I should have it in 5-6 days. On 9/1, I called & asked for ******* who wasn't there. I ended up talking with floor manager *****. I asked for a refund. She said she would have the treadmill picked up and after it was received, I would receive my refund. I called at 12:38pm on 9/5 for an update. I was told it had been escalated.

  Business Response

  Date: 09/12/2023

  We have scheduled a pickup of the equipment and processed the refund for the customer. The customer is aware of this and therefore this complaint should be resolved.

• Initial Complaint

  Date:08/30/2023

  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.

  Purchased the treadmill on 10/13/2021, order # *******************, $1403.99. In January 2022 I reported a problem with the electrical plug-in. After several attempts to reach a representative, waited until May of 2022 for a response and replacement part.
  In March of 2023 I contacted support for a broken arm. I received several messages informing me that they would be sending me a replacement part, with no result. 2 weeks ago I received a response with an invoice to purchase a replacement part, but the link doesn’t work. I promptly messaged to notify them of the invalid link. They replied that they’re working to resolve the issue, yet have received no response after 2 attempts to contact them.
  I feel incredibly frustrated that I invested in a piece of equipment that I haven’t been able to use due to part failure and poor customer service. I want a replacement treadmill. I don’t want to continue to replace parts let alone wait for months for a response and resolution.

  Business Response

  Date: 08/31/2023

  We have been in contact with the customer and explained that it is two separate companies that are involved. *** ** ****** is the company delivering the =replacement machine and *** is the company picking up the faulty one. Customer is demanding that they be done at the same time , which of course is not possible . It is two separate companies. *** ** ****** will not pick up damaged goods and return to us. Customer is not being cooperative at all.  We are trying our best to get the customer taken care of , but she is not working with us at all.