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:08/30/2023

  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.

  Ordered from Echelon email echelon offer. Had to call to place the order. After not receving the shipment in 6-10 business days, called again. They said they were back ordered. Called again within 15 days and they said they got more orders than expected. At that point, Requested a cancellation. Received an email confirming the cancellation pending verification that order was not shipped. A few days later, received an email with a fake *** ** tracking number. We reported to the credit card company and they said they never received the cancellation or refund from Echelon.
  This is a scam. We went to BBB and saw many other exact complaints. Our credit card company is now charging interest. Please make this company stop this scam.

  Business Response

  Date: 08/30/2023

  Customer has been refunded as of today. See attachment. We would like to have this case resolved We couldn't refund until such time as we received the unit back at our warehouse thus the reason for the delay.

  Customer Answer

  Date: 08/31/2023

  
  
  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.

  I would recommend searching the other complaints on this Vendor. The ***** tracking number that was sent to us had a bogus number and was not a real ***** number.

  I suspect that they are holding on to customers money until the items get built and then when the customer complains they send them a bogus ***** number in order to keep them on the hook.
  
  
  
  Sincerely,
  
  
  
  ********* *** ***** *********

• Initial Complaint

  Date:08/28/2023

  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 am deeply dissatisfied with Echelon. I ordered an Echelon EX-15 in December and 2.5 weeks ago it started smoking and not turning on. I immediately contacted the company regarding the 1 year warranty and was told I’d hear back within 48-72 hours. It’s been 2.5 weeks and I have heard nothing from the company. I’ve called three times and each time the business told me they have no updates regarding the warranty claim and that there was nothing further they could do. Extremely frustrating that I am out of a bike and no accurate information as to how long or if they’ll even replace it.

  Business Response

  Date: 08/31/2023

  We sent out a replacement order and notified customer.. It was order number ******* See attached. We would like this claim to be considered solved.

   

   

  Customer Answer

  Date: 09/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company has not yet honored the order. I have received no shipping update in the ten days since they have sent the order. I have reached out to the company twice, once via phone and once via email looking for an update. The person on the phone said it would be within 3 business days of the order. When that passed I reached out via email and have received no response. I am concerned they will not honor the shipment. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 09/12/2023

  We emailed the customer due to not having a telephone number for her and let her know there was a delay with ***** and her product was set to be delivered today 9/12/2023.  We have not heard back from customer and can only contact her via email. We would like to have this complaint resolved.  Thank you

• Initial Complaint

  Date:08/23/2023

  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 the item via ********* last December 2021. The right axle broke last August 4, 2023 during my workout. I report that matter last August 7, 2023 on Echelon  .com chatbox to assist. Unfortunately, they cannot assist in replacement free of charge because its past the warranty depsite the fact I registered the item and have a premier membership that expands 5 years of its coverage. Hope to find a way to replace its parts to be repaired or replaced that is part of the coverage, and its customer service response was unsatisfactory.

  Business Response

  Date: 08/31/2023

  We are sending the customer a replacement bike at no charge.  We would like to have this claim considered resolved.

• Initial Complaint

  Date:08/21/2023

  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 the open box Echelon Stride Auto-Fold Treadmill on July 8th, 2023 for $879.17. Based on the language provided on shipping, I was expecting delivery to happen by the end of July. When the window of time passed and I had not received an update, I reached out via chat on July 21, 2023. I was told it had not been shipped yet but would begin that Monday 7/24. I asked the timeline once it shipped. I was told 2-3 business days to begin shipping and 5-7 business days to be delivered to my home.
  Again, I did not receive any tracking information so on August 2, 2023, I reached out via chat again and was I formed they had warehouse stocking issues but reassured I'd receive tracking information soon. I magically received a shipping notification the next day on August 3, 2023. The link provided was through ***** but it didn't register the tracking number. I gave it 24 hours and it still did not recognize the tracking number. I gave it another 24 hours and again, ***** tracking said the number was invalid. On August 11, 2023, I reached out via chat again to ask where my package was and that the ***** tracking was still showing as invalid. They said they needed to escalate my case to "the relevant department" and that they'd be in touch. I did not hear anything till August 16, 2023 showing me a different tracking number through something called *******. I click the link and it shows my order left Las Vegas, NV on August 1st, 2023 but arrived and has been sitting in Texas since August 8th, 2023. There have been no updates since. I called the ******* help line on August 20th and was told verbally that my order was marked as lost on Thursday August 17, 2023 and to contact Echelon for a refund. I responded to the last email sent by Echelon that I want a full refund. I've also filed a dispute on my credit card for the full amount charged because I have not received this product. Horrible transparency, false advertisment on delivery, jumping through hoops, feels like a scam

  Business Response

  Date: 08/29/2023

  *******,

   Your chargeback has been accepted and your refund will be sent to your account. 

  Customer Answer

  Date: 08/30/2023

  
  
  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:08/21/2023

  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 emailed and called customer service repeatedly requesting a return shipping label.
  Purchased on July 25
  8/7/23 email
  8/10/23 email
  8/16/23phone call to customer service
  
  Thank you for contacting us. Someone will get back to you during our normal business hours. If you haven't heard from anyone within 48 hours, please contact us again during regular business hours.
  We look forward to hearing from you and thank you for contacting Echelon Fitness where we consider everyone as family.
  Respectfully,
  Customer Service
  8/7/23
  ****** ****** (Echelon US)
  Aug 9, 2023, 11:21?AM EDT
  Hi, *****,
   
  Hope your day is going great.
   
  Kindly note that I will have this request escalated so that my tier two department can send you a return label via email for that equipment. Please check your email time to time to see if you got the return label.
   
  
  Kind regards,
  ****** G
  
  The item is still unopened and ready to be picked up by *** ** as soon as I receive a return shipping label.

  Business Response

  Date: 08/28/2023

  Hi *****,

   Please be on the lookout for an email regarding your return label.

• Initial Complaint

  Date:08/11/2023

  Type:Sales and Advertising 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 received two emails to rejoin the echelon membership, both stating that the cost would be $14.99 a month for 6 months. I called to take advantage of that option and was told that the offer is not valid and the only option is $19.99 for 6 months. I provided a copy of the emails, one of which was sent two hours before I called to accept the offer. The customer service rep stated again that the offer is not valid and they can only accept the $19.99 a month offer. While this is only a few dollars different, the fact that they are sending emails with a lower rate, then stating it is not valid is unacceptable.

  Business Response

  Date: 08/25/2023

  Hi ******,

   I wanted to let you know that I am working with my team on this offer. Also, please be on the lookout for an email so that we are able to get this resolved as soon as possible. 

  Customer Answer

  Date: 09/01/2023

  
  
  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:08/01/2023

  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 have a current echelon bike subscription. I cannot access live or archived classes. I can only access scenic rides. I have emailed echelon for help with no response. I have tried to call the echelon service number as well as their main number and no one answers the phone ( no ability to leave a message on this lines.

  Business Response

  Date: 08/03/2023

  Hello ******,

    I am unable to locate a subscription with your name or the email address previously provided to our team. There was an open ticket from July 22nd but it was closed on July 25th due to inactivity from you. Please look for an email from Echelon so that we are able to resolve this issue for you. 

  Customer Answer

  Date: 08/04/2023

  I notified echelon in emails they did not respond to, that the email I used for the original subscription is no longer active. I provided my new email and phone number .

  That old email was ************ ***.
  I cannot find anywhere on the echelon website or app how to update my email .

  My new email is *******************. Attached is payment info from my ***** ***. As you can see the annual renewal just occurred .

  I am sure they can also find me using my name and address .

  thanks for the help

  ****** 

  Business Response

  Date: 08/08/2023

  Hi ******,

   I have sent an email to your new email address so that we are able to resolve the issue and give you access to your subscription. 

  Customer Answer

  Date: 08/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I still have not heard from anyone since the attached email from Aug 8th stating someone would contact me. I did not receive a response to my inquiry about when that contact would be made. At this point I believe Echelon should refund my annual subscription .  

  
  Sincerely,

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

  Business Response

  Date: 08/14/2023

  Hi ******,

   There was an email sent to you on 8/8/23 requesting the email address that is associated with your subscription. You replied to the email on 8/9/23 asking when you would hear from someone. A follow up email has been sent requesting the same information. Please provide so that I am able to better assist you.

  Customer Answer

  Date: 08/16/2023

  Hello

  The email address on the original subscription was ******************

  thanks

  ******

  Business Response

  Date: 08/21/2023

  Hi ******,

    I have contacted another person within Echelon in order to get this activation pushed through for you. I am sincerely sorry for the delay. 

  Customer Answer

  Date: 08/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   I have provided all requested information to identify my account, despite messages indicating my account would be reset , I still cannot access classes and my annual subscription fee  paid about a month ago has not been refunded . 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/28/2023

  Hi ******,

  Our team is working on getting your subscription activated. We will be able to update you as soon as this is processed. 

   

  Customer Answer

  Date: 09/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is still no resolution. It’s been over a month since my annual subscription was paid and I still cannot access classes. The issue seems to be that Echelon cannot find my account to activate it  . They  have my name, address and proof of ***** *** payment .  Their internal processes are the issue and at this point they need to refund the money I paid.  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/07/2023

  We have given the customer several chances to let us assist her in activating her membership. We let her know if she puts her cc info in when activating we will immediately go in and remove the cc info so she does not get charged. Our system will not allow us to activate a membership without cc info being input byu the customer.  Again, we have assured her that we would remove once it was active but she is unwilling to cooperate. Unfortunately, this is the only way we can assist this customer.

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t think it is reasonable to expect me to provide my credit card information on a new registration and then rely on Echelon to remove the information and not charge me . Given  my experience , I have no faith that some Echelon employee I do not know, have no full name or phone number, no way of contacting   and   have not spoken to,  will follow through and delete my payment information. As mentioned in my original complaint, they do not answer their phones or respond to emails. I had to resort to BBB to elicit any response from them. It’s not a matter  of me not cooperating . It is that their requests /solution is not reasonable. It’s been since late July that I paid for an annual subscription and provided proof of payment.  They have not been able to find my account, they say they can’t access ***** ***, but they had no trouble accepting my payment. Given their ineptitude, who would provide them with another means for them to charge me again? I have asked them several times to just refund my subscription and they have not acknowledged this request . If they do not refund me, I shall have to resort to a legal solution. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service 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 receiving my Echelon EX-5 exercise bike, I assembled it, turn the power on but my touch screen didn't work. Well i did what anyone would do, i contacted customer service. customer service told me to take pictures and video of said screen. I explanied to the rep via email i can only do pictures, so i sent pictures. This is a touchscreen but the one i received is non touch, meaning it doesn't work its defective. I was hoping they would replace it. To my surprise they said they can't do anything to resolve my issue on a new machine. Now i see why there are so many one stars on the BBB website. This company don't care about customers. All i wanted was a replacement touchscreen that worked.

  Business Response

  Date: 08/03/2023

  Hello *****,

   Please refer to the email that has been sent to you so that we are able to collect information and further assist you. 

  Customer Answer

  Date: 08/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: company wants a video of said problems, i told company i can send pictures of said problems and did along with serial # they asked for. I even told the company i will send back there monitor that is defective but they won't help me unless i send a video. I have already sent phots of what they asked for but they insist on a video which i don't have a way to send or record video only photos, and i told them this. They will not help me or entertain sending me a new working screen that works, and let me send this defective screen back. so i have to not accept any offer unless they replace the defective unit, thats all im asking for.
  
  
  
  Sincerely,
  
  
  ***** ******

  Business Response

  Date: 08/14/2023

  Hello *****,

   Echelon is still waiting on proof of purchase from the email that was sent on 8/3/2023. Please provide so that Echelon is able to better assist you. 

  Customer Answer

  Date: 08/15/2023

  This was a sweepstakes win, so no proof of purchase will be available. This is why i want the screen(monitor) to be replaced.

  Business Response

  Date: 08/28/2023

  Hi *****,

   Do you mind providing the name of the Sweepstake that you won your equipment on? I have reached out to you twice and did not receive a response.

   

  Customer Answer

  Date: 08/29/2023

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

  Enter the ******* ********* Echelon Sweepstakes for a chance to win.
  Maximum of sixty (60) Prize Awards available: Grand Prize: Each Entrant
  who is confirmed as a Grand Prize winner will be eligible to receive the
  Grand Prize. The Grand Prize is: one (1) Echelon EX-5s with a MSRP of
  $1,999.99. Total ARV of all available prizes is $119,999.40.

  Business Response

  Date: 08/29/2023

  *****,

   Please provide proof of winning the sweepstake.

  Customer Answer

  Date: 08/30/2023

  I have since upgraded my computer so i have no files on this sweepstakes win. Just get with the sweepstakes firm (The information you requested) and they will have all my information. It sounds like to me your unsatisfied with all the information you have requested from me. contact the sweepstakes firm and ask for my records of winning, i will authorize there cooperation in this matter. I'm just triing to get fixed a broken piece of equiptment that came with the bike, the touch screen display. I will gladly return it for a working screen, That's all im asking for. Seems pretty simple exchange the broken part for a part that is working. Sounds like someone don't take there warranty serious. The card that comes with the bike states to contact the manufactuer for service or problems. Well i have a problem and willing to resolve it. Just send me a new touch screen (same size) and i will return this defective unit so your team can see why it is defective and knot have a problem in the future.

  Business Response

  Date: 09/07/2023

  We have placed a replacement order for the customer to get him a new screen. Order number is *******. Please consider this claim resolved for customer satisfaction.

  Customer Answer

  Date: 09/07/2023

  
  
  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:07/17/2023

  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 a stride treadmill on 6/12 and the item said it would be arrive in 6-10 business days.
  
  On 6/16 I emailed them and asked for a status as the item had not even shipped yet. I emailed them again on 6/20 and they said they heard the strides were supposed to ship 6/19. I asked for an ETA on when they would ship & then they said they were out of stock. Later in the day they received an update that they were back in stock. On 6/22 and 6/26, I checked again and they did not have any updates on when it would ship.
  On 6/28 I asked for my order to be canceled and they said it already shipped.
  On 6/30 they gave me a tracking number that was lined to *** and was invalid. The item shipped through another site.
  The orders actually shipped 7/6, arrived 7/15.
  The box was damaged, clearly open(even though I paid for a new item and not a certified open box which was $700 cheaper). The screen is shattered and the treadmill has scuff marks all over.

  Business Response

  Date: 08/01/2023

  Hi *****,

  I understand that a refund of $150.00 was applied on July 26th. We apologize for the frustration and inconvenience this may have caused you. 
   
  Please let me know if there is anything else that I can assist you with. 

• Initial Complaint

  Date:07/10/2023

  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 am deeply dissatisfied with Echelon Fit due to numerous failures and missteps in my customer experience. The lack of transparency, poor communication, and subpar service have left me frustrated and unsatisfied.
  
  After ordering an Echelon Fit Stride-S treadmill on April 22, the communication regarding shipping, timeline, and product availability was unclear. Despite multiple attempts to seek information about the delivery, I learned that the treadmill was backordered. On May 18, I received a shipment, but it was damaged during shipping, with cosmetic defects and software issues.
  
  Contacting Echelon Fit, their Tier 2 team confirmed a warranty replacement (Order #*******). However, subsequent communication about the delivery timeline was ineffective. Despite multiple follow-ups between June 2 and June 28, I received fragmented information. On June 27, a delivery was scheduled for June 28, but I requested a reschedule to June 29. When shipping dispatch contacted me, they claimed they did not have a new treadmill. I requested they reschedule pickup of the damaged treadmill alongside the new delivery when it was available.
  
  On July 6, I received a text message for a new treadmill delivery on July 7. However, the delivered treadmill was an older model, not the Echelon Stride-S I ordered. Requesting pickup of both treadmills and a 100% refund, the customer representative failed to address my concerns adequately, stating they “could not guarantee the return authorization”.
  
  I paid $1323.74, expecting a seamless experience. Instead, I faced prolonged delays, damaged products, an incorrect replacement, and breakdowns in communication. I urge the BBB to investigate Echelon Fit's poor business practices, including lack of transparency, failure to provide quality products, and subpar customer service. I seek a prompt resolution, with pickup of both treadmills and a full refund, or a correct replacement of the intended Echelon Stride-S.

  Business Response

  Date: 07/20/2023

  Hi *****,

   I want to apologize for all of the frustration and inconvenience this has caused you. I am going to make sure that we get this resolved for you as soon as possible. I am going to reach out to my team so that we can get this pickup scheduled. I will update you as soon as I can. 

  Customer Answer

  Date: 07/27/2023

  On Thursday, July 20, I received correspondence from ****** P., a representative of Echelon, via email and BBB response. Unfortunately, the message provided little concrete information regarding the resolution, with the only suggestion being the escalation of the matter to her team.
  
  Then, on Tuesday, July 25, I received both an email and a text message from Data Rush, Echelon's subcontracted shipping vendor for NSD, in regards to a pick-up arrangement. However, the messages contained incorrect details, as they mentioned the pick-up of two devices: a Stride-S (my original purchase) and a Stride. Naturally, this has left me feeling uneasy about engaging with their shipping vendor without written confirmation that they will honor a full refund equivalent to what I initially spent. The entire business operation and communication process have been utterly abysmal.
  
  I find it unacceptable that the company fails to communicate directly with me, the customer, and instead relies entirely on a third-party shipping company. At this juncture, I am concerned that the issue may not get resolved satisfactorily. Nevertheless, I will grant them an ample opportunity to rectify the situation. However, if they fail to do so, I will no longer wish to be contacted by this company. The emotional distress caused by this entire process has been far too overwhelming for me and my family.
  
  In the two emails I previously sent to the business, I clearly expressed my needs and expectations, but regrettably, there has been no response from them up to this point.
  
  Please let me know what else you need from me regarding this case.

  Correction: The email and SMS I received from the shipping vendor confirmed a pick-up of TWO Stride-S devices, when one (the replacement) is actually a older model Stride.
  

  Business Response

  Date: 08/01/2023

  Hello *****,

   I am checking with the logistic team for the return tracking so that we are able to get your order refunded. 

  Customer Answer

  Date: 08/05/2023

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

  
  I am disapproving of the response because Echelon failed to inform me about the scheduled pickup. I got a text message yesterday at 5:21 pm from the third-party shipping subcontractor, stating they would pick up between 1-5 p.m. today. Unfortunately, I won't be available during this time and was not provided adequate time to prepare arrangements. This marks the 8th instance of last-minute messages from the third-party shipping vendor without any communication from Echelon. Due to ongoing frustration with their inadequate communication, I now request no further correspondence from the company, and their shipping vendor, as their communication does not meet my requirements.
  
  Best regards,
  ***** ******