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:05/01/2023
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 EX-4+ in Dec 2021 from ******. One month later the bluetooth kept crashing which rendered the screen useless. After starting a ticket with support it was concluded that the bluetooth in the screen needed to replaced - then no response. I submitted another ticket and we concluded the same thing then no response. Then a year after the purchase I got frustrated and submitted another ticket and again we concluded the same problem but this time they wanted to charge me for the replacement. I asked to speak to a manager then no response AGAIN. I can't find a phone number to call so here I am. I just want this fixed. I wasted a whole year subscription and want that credited to the next year. This is ridiculous.
Business Response
Date: 05/03/2023
Hello ****,
I have reached out via email so that I can make sure that your replacement part is sent to you. Also, I will make sure that your subscription is adjusted. On behalf of Echelon, I am terribly sorry that this was not taken care of sooner. We do greatly appreciate your loyalty.
Initial Complaint
Date:04/19/2023
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.
January 8, 1500 dollares
-Echelon Fit
-They have tray to resolve mi problem since the first week but take over 3 moths, pass out the first moth for returns and now dont accept it back went most all the time i have been stock for theirs.

Your request No. of issues*******
Business Response
Date: 04/24/2023
Hello ******,
Thank you for your loyalty and allowing us to get this equipment switched for you. Please continue responding to the emails so that we can resolve this issues as soon as possible.
Initial Complaint
Date:04/10/2023
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've been in contact with Echelon Fitness support, beginning on January 16, 2023, regarding maintenance of an indoor exercise bike that is currently under warranty. I included a video that captured the grinding noise one of my pedals makes when the bike is in use. After providing proof of purchase, Echelon Support proceeded to identify the supposed cause for the noise, after which they told me they were shipping me a replacement part (though I had to email to follow-up after getting no response) without even getting my updated address. I asked how they could be sending me a replacement part without knowing where to ship it, and that's when a different representative gave 2 possible causes for the issue and asked me to tell her which it was. I told her I couldn't diagnose the issue because I only hear a noise with no visible damage, and asked that she please send parts that are likely the cause of this noise being made when pedals are in use. She proceeded to say, "the reason my be it will need to be oiled can you kindly go ahead and do so," to which I responded, "what am I oiling ("it" doesn't tell me what part of the machine I should be oiling) and with what oil," as I didn't receive any oil when I made my purchase. No response after this inquiry, and this was on March 27, 2023. I have emailed twice since (April 2, 2023 and April 5, 2023) and, no response. This machine isn't under warranty forever, and since this issue is already now 3 months old, I don't want to give "customer service" the opportunity to prolong this until it is no longer under warranty. They already assumed I only had the 2 year warranty and asked me if I wanted to pay for the parts; I had to tell them and provide proof that I actually had 3 years. I just want replacement parts so it works properly. The machine is under a paid extended warranty and I just want them to uphold their end of that agreement.
Business Response
Date: 04/18/2023
Hi ******,
I have reached out to you via email and I am going to make sure that you are taken care of as soon as possible. I am terribly sorry for the inconvenience.
Customer Answer
Date: 04/18/2023

Complaint: ********

I am rejecting this response because:

No one reached out to me via email.

Sincerely,

****** *****
Business Response
Date: 04/19/2023
Hello,
The email was sent at 1:34pm EST on 4/18/23. Please check your inbox and spam. I also sent a follow up on the email this morning.
Customer Answer
Date: 04/27/2023

Complaint: ********

I am rejecting this response because:
Shipment with replacement parts was sent to the wrong address (attached), even though my address was apparently updated in the company's system (attached). Now I still don't have replacement parts needed.

Sincerely,

****** *****
Business Response
Date: 05/02/2023
Hello ******,
Please be on the lookout for the new order that was created with your updated shipping address.
Initial Complaint
Date:04/05/2023
Type:Sales and Advertising 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 1/13 I purchased a rowing machine. Echelon delivered a bike. I called to make the return and get the product ordered. Echelon sent me a return label. They told me to wait until they ship the correct product. I have been waiting almost 3 months. I have called at lest 15 times. Everytime I get the same response. They are busy. They are sorry. They will escalate the issue. They will follow up with me. I never get a response.

The customer service reps say they contact the “higher ups” but nothing is resolved. They said they escalate with their managers but nothing is resolved.

Is this even a real company?
Business Response
Date: 04/18/2023
Hi *******,
Thank you for responding to my email. I am working to get this resolved for you as soon as possible.
Customer Answer
Date: 04/21/2023

Complaint: ********

I am rejecting this response because: the issue is not resolved. I have been contacted but still waiting to hear back.

Sincerely,

******* ******* **
Business Response
Date: 04/25/2023
*******,
An updated return label has been sent to you. The bike will be shipped to you once the rower is returned.
Customer Answer
Date: 04/25/2023

Complaint: ********

I am rejecting this response because:
The Message misrepresents the issue. A bike is being returned The rower is the item that need to be shipped to me
i am trying to get a clear response from Echelon. Apparently they do not understand the issue.

Sincerely,

******* ******* **
Business Response
Date: 04/27/2023
*******,
Yes, you are absolutely correct. That was my mistake. You are sending back the bike and then the rower order will be created for you. My apologies.

Customer Answer
Date: 05/01/2023

Complaint: ********

I am rejecting this response because:
The bike was returned and received by Echelon. Still waiting on the rowing machine (replacement) to be shipped to me.

Sincerely,

******* ******* **
Initial Complaint
Date:04/03/2023
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.
We purchased a fitness product in November of 2022. Upon ordering, we realized that we purchased the wrong product. We were told that their policy was a full refund if returned within 30 days. I cancelled the shipment and had it returned while it was in route to us to make sure the return happened within 30 days. They received everything that they shipped (it never arrived to us as we canceled immediately). They refunded all but 300 dollars for some reason (which was the membership cost - which we told them when we spoke we no longer needed - and was told would be refunded), I have emailed, spoken on the phone, and live chatted with them about this issue a half dozen times. We never used the membership except to create an account which was required for sell but have never used it as we didn’t even have the equipment. They have continued to tell me a refund is in process but hasn’t happened and my credit score continues to be affected. They continue to tell me that they will be in touch and here we are in April of 2023 with no resolution. We would just like he remaining amount refunded as we were promised and our credit score resolved as we feel we are being punished unfairly for doing everything we were supposed to. I have attached the last correspondence we received from them after speaking with customer service on the phone in March, but the refund process has been going on since late January 2023.
Business Response
Date: 04/06/2023
Hi *******,
We were able to refund this plan and prorated two-months use given the activation and end dates.
Customer Answer
Date: 04/06/2023

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:04/03/2023
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.
Date of transaction 12/30/2019
Fitquest Slimline Pro Walking Treadmill
Model # TREAD01-FQ
Serial # *********
Purchased from HSN
Purchase Price $635.95
The machine started speeding up all on its own. It speeds up to the point that the user is unable to maintain balance and gets thrown off.
I tried contacting several different repair facilities, all say they do not work on that manufacturers product. I called HSN where I purchased. They gave me contact information from Echelon. On the Phone the Echelon representative Vera M, said she would email me to request certain information on the purchase and what is malfunctioning. This way they could trouble shoot the unit, send replacement parts or a new unit. I did as instructed. Emails are attached. The trouble shooting I received was "May you power off the treadmill and reinsert the safety clip and power it back on" If this does not fix the issue she would escalate it to their senior team. I did as instructed, it did not fix the problem. I emailed her back to let her know. The response was:
To fix this we need to replace the treadmill. A technician only replaces parts. This is not the case with your unit. The unit is out of warranty so it would be best to purchase a new unit. She sent me a link to their current promotions. WHAT??? I want a technician to look at the unit tell me what is wrong and fix it if it can be. How did they come to the conclusion by powering off machine reinserting the safety clip and powering back up that the machine was not repairable? What kind of ****** ***** trouble shooting is that. I am not asking for anything free, just want the name of an authorized repair shop. I emailed her back that their solution to purchase another treadmill from them was ludicrous! I want a contact number for a technician/repair facility. Needless to say they have stopped responding. If this was a reputable company they could supply me with the name and number to a facility. This item is not a quality piece even though it was $637.00. Three years old and now it is junk. I say this because they tell me to trash it and buy a new one from them. Help please, consumers should be able to hold companies accountable.
Business Response
Date: 04/06/2023
Hi ******,
Please be on the lookout for an email from Echelon. I believe that there is a way to assist you and provide you with a replacement. I look forward to hearing back from you and further assisting you.
Customer Answer
Date: 04/12/2023

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:03/30/2023
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.
My bike broke(EX4S+) shortly after my warranty was done. Bluetooth module needed replacement.
After about a week of back and forth, they shipped me a new board (which I had to pay for).
When it got here, it was the wrong board(for an EX5S). They said that another board is being shipped out on March 3rd (order # ****** ). Now march 29th and item still hasn't been shipped.
Customer Service is completely useless. Just kept saying sorry, there's a delay.
No one can tell me when the item will be shipped.

I really wish I would have bought from another company.

FOR ANYONE ELSE READING THIS, STAY AWAY FROM THIS COMPANY. BUY YOUR SPIN BIKE FROM ANOTHER COMPANY!!
Business Response
Date: 03/30/2023
This part is being shipped out today. The order number for this is ECH#******. The part should arrive within 5-7 days. Once received this should resolve this customers issue and therefore resolve this customers complaint. The part was on backorder which is why the delay.
Customer Answer
Date: 04/03/2023

Complaint: ********

I am rejecting this response because:
This issue has been going on since Feb 15th. And I just received the part (Correct part), on April 3rd...
Can I get some compensation of some sort? Maybe a few months of free membership???

Sincerely,

******** *****
Business Response
Date: 04/05/2023
Hi ********,
We will be able to credit your account with time as soon as your subscription is activated.
Initial Complaint
Date:03/29/2023
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.
Echelon mistakenly charged $399.00 for my Echelon Premier Subscription renewal and I contacted support right away when I noticed this charge on my Visa credit card on Feb. 13, 2023. I was told that my refund would be issued within five to seven days, but it wasn't issued. As a result, I contacted support again on Feb. 24, 2023 and was promised the refund within three weeks, which still did not result in my refund. I then contacted support for the third time on March 20, 2023 asking for the status and to escalate my refund, and I was told that the priority will be elevated. As of March 28, 2023, I still haven't received my refund in the amount of $399.00 and I remain hopeless and discouraged at this point. All three chats are uploaded to this case for reference. Any help you can provide to facilitate my refund would be greatly appreciated. Thank you!
Business Response
Date: 03/29/2023
I have attached the copy of the refund requested by the customer. I have also emailed the customer letting him know that the refund has been processed. We were a little backed up due to employees being out for various reasons.
Customer Answer
Date: 03/31/2023

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. My account was credited this morning. Thank you very much for your help and support solving this issue for me.

Sincerely,

**** ********
Initial Complaint
Date:03/27/2023
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 bought and Ex3 not even a year ago and the bike is making a noise. I sent all required information to Echelon. Looking at the serial number i would think they. Okie tell when a bike was made. Any way I was trying to get help for the bike under warranty but have moved and can not find proof of purchase. I just want the noise fixed on this new bike.
Business Response
Date: 04/05/2023
Hi *****,
I have sent you an email in order to collect information from you so that we are able to assist you further.
Customer Answer
Date: 04/05/2023

Complaint: ********

I am rejecting this response because: I reached out to the BBB because emailing and calling Echelon hasn’t worked.

Sincerely,

***** *****
Business Response
Date: 04/06/2023
Hi *****,
When a BBB request is made then it is sent to the company so that we are able to resolve the issue for you. Echelon reached out to you in your customer service ticket and we have requested for you to let us know where you purchased the equipment so that we can try to locate a proof of purchase. Without a proof of purchase, we have no way of knowing if the equipment is under any warranty. We will need this cooperation in order to assist you.
Customer Answer
Date: 04/07/2023

Complaint: ********

I am rejecting this response because I have already notified them the proof of purchase was lost in a move. Looking at the serial number they can tell when it purchased. I don’t have it. It’s lost the bike isn’t even a year old and is making a terrible noise! Someone needs to stand behind the product they build. This thing is a piece of junk and I’ll let everyone in my large fitness community know echelon doesn’t care about their customers and to purchase from Pelton if this isn’t fixed.

Sincerely,

***** *****
Business Response
Date: 04/11/2023
Hello *****,
We are still waiting on a reply to the email sent on 4/6/23.
In order to assist you I will need to know where you purchased your equipment so that we can try and locate your proof of purchase. Without any proof of purchase, there is no way of knowing that the bike is under any type of warranty.
Customer Answer
Date: 04/15/2023

Complaint: ********

I am rejecting this response because it doesn’t matter where the bike was bought, the purchase was made at a ****** less than a year ago.

Beyond frustrated,

***** *****
Business Response
Date: 04/18/2023
Hi *****,
I have not received a reply from you on our email thread. My email was sent to you on 4/6/23. Please refer to my follow up email so that I can proceed with assisting you.
Customer Answer
Date: 04/21/2023

Complaint: ********
No one helped me via the company website why would I keep using it!? I don’t trust using your messaging system
I’ve asked you to respond through BBB to ensure the problem is fixed.

Sincerely,

***** *****
Business Response
Date: 04/25/2023
*****,
We are unable to find any record of your email address or name accessing any classes or freestyle rides that can be used without a subscription. Without any record of when the bike was purchased or that the bike has been used by you, we are unable to proceed with a replacement.
Customer Answer
Date: 04/26/2023

Complaint: ********

I am rejecting this response Here is an email from echelon in October. I did not like the echelon app when I installed it. I use an entirely different app via apple to track fitness.
The email is proof I have signed up for the echelon app. Otherwise you wouldn’t be sending me product information.
This is absolutely insane! You have the serial number of the bike. You have a video of the bike being used making noise.

Sincerely,

***** *****
Business Response
Date: 04/27/2023
*****,
I am sorry that you did not like the app. I have emailed you to confirm the email address that you used to create your app account/profile? I do not see one under the email address that you have emailed on or your name. This would have to be done in order to experience the app.
Customer Answer
Date: 05/02/2023

Complaint: ********
photo of login provided of app.

Sincerely,

***** *****
Business Response
Date: 05/03/2023
Hi *****,
Please refer to the email that was sent to you so that we can get this issue resolved for you as soon as possible. We can't wait to see you back on the leaderboard!
Customer Answer
Date: 05/05/2023

Complaint: ********
Per email from Echelon mailing address and serial number of bike requested and sent.

Sincerely,

***** *****
Business Response
Date: 05/09/2023
Hi *****,
Thank you for providing the requested information. I have placed an order for your replacement bike. The information was emailed to you for your records.
Customer Answer
Date: 05/11/2023

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. I have received a replacement bike today and Echelon has earned a lifetime customer. We’re going to be purchasing more equipment from Echelon since their Echelon cares for their customers and everyone in our gym community will know to purchase their gym equipment from Echelon.

Sincerely,

***** *****
Initial Complaint
Date:03/24/2023
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 ordered a fitness bike from Echelon fitness in December of 2022. I ordered the ex 5 bike and was delivered the ex 4. The price difference is hundreds of dollars. I have called for months and have gotten no response. The call center has consistently stated “we will pass it up”. It was bought and paid for as a gift for Christmas and I would like it resolved. Thank you.
Business Response
Date: 04/05/2023
Hi *****,
We are able to refund the difference as requested. The refund amount is $440.00. You should receive an email with the refund confirmation and refund amount.
Customer Answer
Date: 04/05/2023

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,

***** *****

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