Business Profile

Exercise Equipment

Echelon Fitness Multimedia, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:07/05/2023
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 Stride 5-S Smart Threadmill on January/2023. Paid $2,289.60, which also included delivery and assembly. Received the delivery and delivery people assembled. However, they did not assemble correctly and left many screws off, which made the threadmill useless and and not operable. The screen was also not working. I since started calling Echelon numerous times for support and/or replacement. Finally heard back from them for return and refund on June/2023. The threadmill was picked up on 6/13/2023 and I was told the refund would take approximately 10 days. However, it's already been over 21 days and still have not receieved my refund. When I call customer service I keep getting the run-around and not getting a straight answer. Need to get a refund as soon as possible as this issue has been going on for over six months and I'm $2,289.60 out of pocket.
Business Response
Date: 07/20/2023
Hi ******,
I wanted to let you know that your refund was processed on 7/5/23. We are sorry for the inconvenience.
Customer Answer
Date: 07/20/2023

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 have received an email as well notifying me of the refund. It took over six months and a letter to BBB but finally refund was processed. Thank you BBB for your assistance.

Sincerely,

****** ******
Initial Complaint
Date:06/15/2023
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 been getting charged $34.99 a month on the 6th of the month for the past 6 months by Echelon Fit for a subscription that I never signed up for. I was not aware that when you create an account on the Echelon fit app that it automatically signs you up for a subscription that auto-renews per terms that are buried in their terms and conditions statement. I never received an email or letter stating that I had signed up for a subscription and never received a receipt for any of the 6 monthly credit card charges. I spoke twice with an Echelon Fit customer representative, and they can see that I have not used the app or logged into the website since the initial account setup they have refused to refund me the $209.94. I explained that I never choose to begin a subscription and that is when the rep told me that it automatically starts when you create an account, I had no choice in the matter and was never made aware of it through a subscription confirmation or receipts for the charges. I made them aware that it is against South Carolina law (SC Code § 37-2-302 (2018)) to not provide a receipt for credit card purchases and they still refused to refund me the fraudulent charges.

Uploaded a credit card statement snapshot of 1 of the charges, there are 5 more that I can provide if needed.
Business Response
Date: 06/27/2023
Hi ******,
It does state in the app registration when you enter your card that it will charge according to your plan. However, we were able to refund all of the charges. I can provide you with any of the receipts if you would like.
Initial Complaint
Date:06/13/2023
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 Echelon Stride Treadmill on 5/23/2023 from the Echelon website. The confirmation e-mail I received said the treadmill would be delivered in 6-10 business days. When two weeks passed with no communication, I e-mailed customer service on 6/2/2023 and asked when my treadmill would be shipped. I received an e-mail back that my request would need to be "escalated". As of 6/7/2023, I still did not hear anything back so I e-mailed customer service again asking to cancel my order since I didn't feel comfortable buying from a company with inadequate customer support. I head back from Echelon that day saying the treadmill I ordered was out of stock and wouldn't be available until the end of the month. I immediately wrote back saying I would still like to cancel my order. Then I got a shipping notification. I again e-mailed back immediately asking to cancel my order and not ship me anything. I e-mailed again twice on June 8, 2023. I sent a request for support through their website on June 9, 2023. I again e-mailed on June 12, 2023. I have asked to cancel my order more than 7 times over the course of a week and have had no word from Echelon. If the company had just been honest up front and said that the treadmill was backordered, I would have understood. Instead, I have been chasing their company for a week trying to cancel my order that was not delivered in the promised timeframe.
Business Response
Date: 06/27/2023
Hello ******,
I wanted to apologize for your order not being delivered to you. I am able to see that a refund was processed on 6/14/23. Again, I am truly sorry for the inconvenience.
Customer Answer
Date: 06/27/2023

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. They could have saved themselves a lot of time and money with better communication from customer service.
Initial Complaint
Date:06/12/2023
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.
To whom it may concern,

I bought an Echelon indoor bike and have had a ton of technical problems. Over the last six months, the bike has given me many problems and technical support to get back to me. I have called and complained so many times I starting to think it is a scam. I did once get someone to reach out to me by phone at 5:30 West Coast time when they knew I lived in California. I also pay for a year’s membership to the online fitness program, not cheap. My problems began in December when the bike came broken out of the box, the monitor didn't work. They did send me a new one but it took over a month to get here. Most of the time when I try and work out the app/monitor on the bike will not work, need to be power cycled, or just freeze up which happened today. It's gotten to the point where I have almost given up hope with the product and will likely not renew my subscription. The problem that I am running into is I have already paid them for a year so they really don't have any recourse which I desperately need help with. I have never filed a complaint with the better business bureau, so I hope you can help.

Thanks,
***** *********
Business Response
Date: 06/28/2023
Hello *****,
I have received your BBB request and I look forward to finding a resolution for you. I am sincerely sorry for the frustration and inconvenience this has caused you. Please refer to your email so that I can better assist you.
Initial Complaint
Date:06/02/2023
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 been trying to find a resolution with echelon customer support and have had no luck. This issue arose a few days ago when I went to plug in a USB charger to the back of the display of my treadmill. The plug would not insert the whole way. I took a picture and emailed customer support and was told that it's not meant to charge anything it's meant for firmware updates. I took a short video of the user guide showing the page that says that it is for charging a cell phone and was told that it's not meant to charge newer cell phones. They would not address the fact that I cannot even plug a USB cord into the USB slot on the machine ...
Business Response
Date: 06/27/2023
Hi *********,
Please see the email that has been sent to you so that we are able to get this resolved as soon as possible.
Initial Complaint
Date:05/16/2023
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.
#***** on December 31, 2022 for $1,692.67 CAD & realized there was an error in the form of payment. Immediately requested the order be canceled & refunded, initially to reorder. January 4th (ticket #*******) we were advised request received & the issue would be escalated to be resolved by correcting the form of payment on the company's end. We called Echelon CS on January 4th & were advised that the issue would be resolved. The order was shipped January 5th & received January 9th. We called January 16th requesting to speak to a supervisor with no response. January 23rd (ticket #*******) we called to request a return shipping label to return the products for a full refund. We were advised shipping label via email within 3-5 business days & that we would then arrange with the Canadian Warehouse to arrange a time for pick up. F/U by phone January 27th & 30th & were again told that we would receive the shipping label via email within 3-5 business days. On February 14th were told it would take 3-5 days, but that they would ensure the shipping label was received within 3-5 business days. We F/U again Feb 21, same response. On February 28th we F/U & were advised that the shipping label was sent to the Canadian Warehouse & they would arrange a time for pick up. We then requested the contact information to call & arrange the pick up & were told info to be sent via email by end of day. With written complaint to [email protected] & [email protected] on March 1st 2023. We have reached out March 2nd, 10th, 14th and 29th & F/U with additional written complaint on April 4 (ticket # 1229837) The CRS not able to provide details. April 11 a supervisor emailed (ticket # *******) to advise that we had been sent a return label & we were provided a UPS tracking. On April 12 We received 1 shipping label for a total of 40lbs. 4 packages need to be returned – 2 @4lbs, 1 @5lbs & 1 @152lbs & were advised it would be resolved. F/U again April 27 no response.
Business Response
Date: 05/18/2023
Hello *******,
I wanted to inform you that your order has been fully refunded.
Initial Complaint
Date:05/11/2023
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.
On May 2, 2023, I contacted Echelon because I could not access classes on their fitness app. I was informed that I did not have a membership. I was also charged the monthly $37.31 subscription fee on the same day. I have been an Echelon member since I purchased my bike in August 2019. I provided proof of payment and a screenshot of my active membership. I was later told that my membership was canceled in January 2020. I provided proof of my last class on August 3, 2022. Customer Support told me I needed to contact Apple because my payments were being made through Apple. Regardless of the payment method, Echelon received the funds. Apple will not refund the money for 3+ years of payments of $1,529.71 - 41 payments X $37.31. I am requesting Echelon refund the payments.
Business Response
Date: 05/24/2023
Hello **********,
We are working to credit your time on your account as discussed. Please refer to the latest email for the information needed to proceed.
Customer Answer
Date: 05/25/2023

Complaint: ********

I am rejecting this response because I have forwarded the requested information via email and awaiting a response regarding the final amount to be credited.

Sincerely,

********** ******
Business Response
Date: 05/30/2023
Hello **********,
As discussed, we are sending you an activation link so that you are able to receive the months that are owed to you on the app. Thank you for allowing us to assist!
Customer Answer
Date: 05/30/2023

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,

********** ******
Customer Answer
Date: 06/05/2023
Hello,

I would like to reopen the case. The company has not provided the agreed-upon resolution and they are no longer responding to my emails.
Thank you,
**********
Business Response
Date: 06/06/2023
Hello **********,
The request for the activation link has been sent to our team. I will update you in our email thread once I have a reply.
Customer Answer
Date: 06/07/2023

Complaint: ********

I am rejecting this response because: The company has promised to send the link to add free months to my account for at least two weeks. I have yet to receive the link. When I emailed with Lauren she said it is not her responsibility to send the link. I will accept the response after I receive the link.

Sincerely,

********** ******
Initial Complaint
Date:05/08/2023
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.
I requested to be removed from their mailing list due to their unsubscribe link being non existent in the emails. I reached out to customer service which informed me that they were going to stop emailing me and fix their broken emails.

Lo and behold, the emails continue and their broken emails have not been corrected. I even received a phone call to address the issue.

What is the issue with following through with a simple request?
Business Response
Date: 05/17/2023
Hi ****,
I was able to confirm that you have been removed from our mailing list.
Customer Answer
Date: 05/25/2023

Complaint: ********

I am rejecting this response because:
I am still receiving marketing emails and your unsubscribe button is non-existent.

Sincerely,

**** *****
Business Response
Date: 06/07/2023
Hello ****,
It shows that you are unsubscribed on our end.
Customer Answer
Date: 06/11/2023

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:05/05/2023
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.
Product: Echelon Stride Sport
Purchased in November 2022, the treadmill failed catastrophically in January 2023. It simply stopped, the display went blank, and nothing worked. A call to Echelon revealed that the “console” had failed and a new one would be shipped to me for me to install. After two more calls, in February Echelon customer service said the consoles were on “backorder” and that a new, replacement treadmill would be shipped to me. The new treadmill arrived two weeks later. While this seems like great service, I will point out that 1) I still had to dispose of the defective treadmill 2) shipping (via Fed-Ex freight) was $257.35 and was charged directly to me! The final absurdity is that the new treadmill is also defective. It also stops at random times (though can be restarted, unlike the first treadmill).
Customer service has asked for a “video of the fault” which I explained was impossible to record given that the fault can occur anywhere between 4 minutes to 45 minutes of running time. It seems that my detailed description of the fault is not sufficient evidence.
Starting in February, I called and emailed regarding both issues; the reimbursement for the Fed-Ex shipping charges and the repeated failure(s) of the replacement treadmill. I spoke with Zeheer, Chaz, Ruben, Peter, Akada Solia, Dede and several others in 10 or so phone calls from February through April. In each call, there were sincere apologies and assurances that this had been elevated to “the next level” and would be addressed but apparently the “next level” is an administrative dead-end as nothing has resulted on either issue. The latest email regarding the shipping reimbursement was from Stella D. on April 6th saying they had taken over the support ticket. They asked for proof of payment to FEDEX which I provided the next day. Daniel N. send an email on 3/2/23 saying my request ******* has been escalated to the Technical Team. Emails to/from them have also been from *****************
Business Response
Date: 05/10/2023
Hello,
I have submitted your FedEx receipt for a refund. We are working with FedEx now for this refund. I do see that there was a replacement order created on 5/8 since we are unable to issue a refund for the equipment. The equipment was not directly purchased from Echelon so there is a $0.00 balance in our system to refund you.
Initial Complaint
Date:05/04/2023
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.
We purchased an exercise bike from the company. The bike broke, and we returned it. Several months after, the company charged us for an exercise subscription for the bike - even though we returned the bike months prior and thus couldn't possibly be responsible for the subscription. Interestingly, when contacted the company, the initial customer rep requested a refund, but later a supervisor (J. Morales) denied the refund. In all, they charged us $34.99 for a service on an item that we do not own.
Business Response
Date: 05/04/2023
Hello ******,
Due to you not using the app since 7/1/22 and the bike being returned, I was able to refund that monthly charge.

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