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:03/23/2023
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 have been unsuccessful since January 15, 2023 in receiving the proper refund back from Echelon. A high level timeline is listed below:

January 2022: A $599 charge for a 2 year subscription was deducted form my bank account.
January 2023: A duplicate $599 charge for a 2 years subscription was deducted from my bank account.
February 2023: After 34 days I received a refund for the double charge of $599. At the same time of my refund, Echelon shut my account off and I have not had access to the classes. Echelon wants me to click on a link and also want me to re-add my credit card information which my bank advised me not to do this.
February 2023: Echelon agreed back on Feb 12 to issue a refund of $399 (Cost of a year which I am still entitled to).
March 7 2023: I spoke to someone who claimed to be a manager who stated that a refund would be processed ASAP.

March 23 2023: I have contacted customer service numerous times and today (March 23, 2023) I spoke to another CS agent who now advises me that no refund will be issue and that the bike will not be activated.
Business Response
Date: 04/05/2023
Hi ****,
I am able to see that your refund was processed on 3/9/23.
Customer Answer
Date: 04/05/2023

Complaint: ********

I am rejecting this response because: I have attached a snip it of the transactions. Echelon is playing games and they know it. Pick up the phone and calling the consumer can resolve this quickly, instead they hide behind phone calls and excuses. The refund received was for the double charge of $599.00 but gain for the umpteenth time, when they refunded the overpayment, Echelon cutoff my subscription as well and a manager agreed to refund me the $399.00 which is the cost of the remaining one year that I am due.
Echelon has left me no choice but to seek legal counsel if this is not rectified and the refund is in hand within 5 business days

Sincerely,

**** ******

Business Response
Date: 04/11/2023
The refund for the $399.99 was successfully refunded on 3/9/23 at 9:45 am. You will receive an email with the activation link so that you can activate for the 1 year that you are still owed.
Customer Answer
Date: 04/12/2023
Date Sent: 4/12/2023 11:36:50 AM

Complaint: ********

I am rejecting this response because:
The link process will not work as it requires re-entering a credit card and Echelon cannot be trusted. My bank advised me not to provide any additional banking and or credit card information to Echelon. This has already been discussed numerous individuals at Echelon including an individual names LaDesha who claimed that she was a manager. LaDesha agreed to refund me the $399 as again the bike access was removed back in January and I have not been able to log in since.
In addition, I spoke to a Simon yesterday April 11, who stated that the refund was returned to a card ending in 8337. I made him aware that I have no credit card with these as the last 4 digits. He then asked if my credit card ended in 4294 as to which I replied that yes, this is the correct card. Simon stated that he was going to speak with you regarding Echelons error.
Again, all of this could be avoided if someone from Echelon with decision making power would pick up the phone and call, versus emailing back and forth!!
**** ******
Business Response
Date: 04/18/2023
Hello ****
As stated in the email sent to you and *****, both charges were attempted on the card ending in ***** This card does not appear to be on the account anymore, meaning it was removed. We cannot add cards, so someone on your end had to have entered or used this card before.  We can only refund customers to the original payment method used, and this is the only payment method that you have ever used between 2022 and 2023. A new card was added, but no payments have come from this new card. I am working with you via email so that we are not listing very personal information in responses.
Customer Answer
Date: 05/03/2023
THIS IS SHORT AND TO THE POINT! SHOULD BE NO STARS AS THEY ARE HORRENDOUS TO DEAL WITH. They double charged my 2 years subscription after 1 year of use. I made them aware, they refunded me the double payment, but shut my ability to use the bike and the bike was shut off. I have been unsuccessful since Jan 2023 and it is now May to get a full 1 year refund and or get the bike turned back on. Absolutely atrocious.
Business Response
Date: 05/03/2023
****,
According to your customer service tickets, Echelon is now waiting on your bank to notify you where the refund went. The refund was issued and successful. You then repeatedly told us that you were not aware of the credit card that the refund was sent to. Then you stated that that account was closed. Echelon does not have a balance to refund you with in that account. Echelon also can not reverse a refund that was accepted. Your financial institution will need to better assist you in locating your refund that they did accept.
Initial Complaint
Date:03/23/2023
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 have activated a membership with Echelon Fitness for a 1 year membership on Dec 31 2022. It is supposed to be free for a year. Without warning, this was converted to a one month trial period and an annual fee of $549.99 was charged on Jan. 31, 2023 for 1 year membership. I contacted Echelon Fitness on February 1st. They indicated that I will get a refund and canceled the annual membership. I have yet to receive a refund. I followed up end of February and I did not get any updates on the updates on the refund. As of today (almost two months later), I did not get the refund.
Business Response
Date: 04/05/2023
Hi ******,
I was able to get this refunded for you. You should have received an email confirming the refund and refund amount.
Customer Answer
Date: 04/07/2023

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:03/21/2023
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.
Purchased an echelon connect bike in Jan 2022. It came with a free year’s subscription to their service. When it “automatically renewed” in Jan 2023 I called and informed them that I did not want to continue with their service. I have since made several calls to check on the status of my refund with no success.
I would like a refund of $69.98.
I would greatly appreciate your intervention in this matter.
Business Response
Date: 04/05/2023
Hi ****,
I have sent you an email to collect information from you so that we can get this resolved for you. Please check your inbox.
Initial Complaint
Date:03/20/2023
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 our treadmill in November of 2022 from echelon. Due to medical issues unable to use it until the beginning of February. We used the treadmill not even a dozen times and then got error messages saying that it's not connected and nothing on it works at all. I have been dealing with customer service since Feb 28th and have zero answers, they did a warranty claim and I was told that I was going to have to take apart the treadmill and replace the parts myself, after waiting two weeks I received the wrong part, I've spent hours talking to customer service but they can't help me and have pushed my claim along but get no updates, and have requested to speak to a manager or someone else but they can't fulfill that request either. They said they submitted a claim for return/refund 10days ago. No confirmation on that or update on the status available. Again today customer service said it's out of their hands but can't get me to someone who can help. Either way a 3 month old treadmill shouldn't just stop working.
Business Response
Date: 04/05/2023
Hi *******
I have sent you an email letting you know that the logistical company will be reaching out to schedule your pickup so that we can get your refund process started.
Customer Answer
Date: 04/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and the email they sent me. The shipping company is due to pick it up tomorrow. I was told once it is picked up tomorrow they will process the refund. As long as we get the refund as promised we will be happy with the outcome.

Sincerely,

****** *******
Initial Complaint
Date:03/20/2023
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.
My husband bought me an Echelon Connect back in December 2022 for Christmas. The resistance didn't work, so with back and forth communication with Echelon troubleshooting the adapter wasn't working so they sent us a new adapter. Great! We received the adapter and it works! However, it didn't fix the resistance. I tried communicating them twice through email with 2 different people stating the Bluetooth is not connecting and instead of doing this back and forth troubleshooting I would like to set up a time for tech to come out and help us, but they just stop responding to me. And that's all I have been asking for since the beginning of January is one of their techs to come out to our house to look at the situation. I've been calling the fitness place numerous times where we purchased the bike and I do believe they are doing their part and they have been so nice, but if Echelon has tried calling me they don't leave a message so how am I supposed to contact them back? We are so frustrated at this point we don't know what to do. Now we lost out on $700 so now what?
Customer Answer
Date: 03/21/2023
We have received a new replacement for our Echelon bike from the company.
The bike now works perfectly and no longer need help.
I apologize for any troubles and are happy with how the situation was handled.
Initial Complaint
Date:03/20/2023
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 not had an account with Echelon since 2021, if not, 2020. In December, I saw a charge and contacted customer service via chat on the website. Assured that I no longer had subscription and was assured a refund was coming. Then, a month later, I got charged again! So I took a more in depth look of my credit card statement and I have been charged for a full year! Contacted social media customer service because I was Informed it was the best way. Again, they apologized and assured a refund was coming and still nothing. At my wits end.

Here’s the ringer y’all, in order to cancel subscription, you have to personally call and talk to customer service! Which I did obviously. This is just crazy!
Business Response
Date: 03/21/2023
Hi ****,
We were able to refund the charges from May 28th, 2022 to February 28th,2023.

Customer Answer
Date: 03/21/2023

Complaint: ********

I am rejecting this response because: I have yet to receive the refund. Will provide an update when refund has been delivered.

Sincerely,

**** ******
Initial Complaint
Date:03/17/2023
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.
The company falsely advertised a specification of a fitness product. I just want what was advertised. After contacting them several times, they basically just said sorry. I selected this equipment for specific reasons and the error in advertising was one of them.
Business Response
Date: 03/21/2023
Hi ********,
We are sorry for the inconvenience and we have placed an order for the SPD pedals.
Initial Complaint
Date:03/15/2023
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.
According to my account information, my subscription for the app was canceled on Jan. 26, 2022.
My credit card was charged $19.99 in January, February, March, April, May, June & July 2022.
My card was charged $34.99 in August, September and October 2022
My card was charged $37.21 in November & December 2022 and January, February & March 2023
I reached out to the company on March 11 when I tried to use my account, and was told it had been cancelled in Jan. 2022. I asked for a refund of all my charges and was told it would have to be "escalated". A couple days later i received an email telling me that I had 2 tickets open and they were combined into one ticket. I sent 2 replies to that email asking for an update and a refund. No response. I tried another online chat today and was told it could take 1-3 weeks for someone to look into this. Echelon has no phone number, no email address for help. The only way to reach them is online chat, and the chat rep cannot connect me to anyone in "tier 2".
I should not have to wait up to three weeks for someone to see that i have been charged for over a year for a service I cannot access.
Business Response
Date: 03/15/2023
*********,
We are sincerely sorry for these charges. Somehow there was a second membership created and that is why you were charged. We have now refunded all of the charges and this should reflect your bank account within 5-7 business days.
Customer Answer
Date: 03/15/2023

Complaint: ********

I will accept this response as soon as I see the credit to my card. I understand it could take 5-7 days according to Echelon.
I am not sure why the customer service representative on the chat could not see that another account had been created, or was unable to help me sign in, which is all I was trying to do. My big complaint was that I was being charged, could not sign in, was told it was because my account was canceled (my online account information confirmed that it was canceled) and was told that no one could help me until 'tier 2" looked at my ticket which could be up to 3 weeks. I was told there was no phone number I could call, and no way to transfer me to someone who could help. I tried to email - no response.
Once i lodged this complaint to BBB i had a response in hours.
I will update as soon as I see the credit. Thank you.

Sincerely,

********* *******
Customer Answer
Date: 03/17/2023

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.
Echelon has credited my card.

Sincerely,

********* *******
Initial Complaint
Date:03/13/2023
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.
Without prior notice, I was charged a 2 year subscription fee at a cost of $699.99. I immediately cancelled the subscription and contacted customer support. I requested and they accepted that I would receive a refund. I was quoted 5-10 business days. I contacted customer service after 10 business days and was still promised the refund with no timetable other than the initial 10 business days. It has been a month. I have heard nothing from the company. My subscription has been cancelled/expired on the website for all of that time.
Business Response
Date: 03/14/2023
Hi ******,
I am happy to let you know that your subscription charge of $699.99 has been refunded as of 3/14/23. You should also receive a receipt via email for the refund. Please let me know if there is anything else that I can assist you with.
Customer Answer
Date: 03/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
Date:03/08/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was double charged for an exercise account two months and I have been trying to get the charges reversed for a month and they keep giving me the run around. I sent them evidence of the over charge. They told me it would be addressed in 14 days and three weeks later they start repeating their requests for images of the over charges that I previously sent them.
Business Response
Date: 03/14/2023
Hi ******,
Your refund has been processed as of 3/8/23.
Thank you!

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