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:03/08/2023

  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.

  Good morning; I ordered an echelon bike, which was shipped on 2/7/23. I financed it through ******** bank. Due to an ordering error on my part (I mistakingly bought two), both bikes were rejected and returned. Unfortunately. I am making payments on the bike and have never received it. I have made multiple attempts to resolve the issue but have been unsuccessful by phone and email. I have contacted ******** to cancel the order, but that needs to come from Echelon. Attempts to cancel the order have been unsuccessful as well. Can you please assist me? I have run out of ideas as to how to resolve it. Thank you for the help.

  Business Response

  Date: 03/14/2023

  Hi *******

   We apologize for the inconvenience and confusion on your order. Please know that we have created a new order and will be sending the order number to you via email. Thank you for your loyalty. 

• Initial Complaint

  Date:03/07/2023

  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 brand new bike arrived broken (speed sensor malfunctioned). I have been waiting over a month for a solution with representatives either giving me the run around (asking me to continually just turn it off) or not responding at all. after several weeks, I was finally told to issue a request for replacement, still with no response. This product was hundreds of dollars and does not work! Not only is the quality of this equipment poor, but the customer service is terrible. Very dissatisfied.

  Business Response

  Date: 03/14/2023

  Hi ****,
   I am able to see that our team was very responsive via ticket system and social media. I am also able to see that you received your replacement on 3/13/23. Thank you for allowing us to work with you for a solution. Please reach out should you have any issues.  

  Customer Answer

  Date: 03/15/2023

  
  
  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 am grateful for your organization because this did not get solved until your involvement. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/07/2023

  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.

  Ordered an Echelon Stride Treadmill from The Shopping Channel (Canada) on October 26, 2022. Treadmill was delivered November 5, 2022. Treadmill broke on January 27, 2023. I contacted Echelon on January 30, 2023 for the first time, with photo and video to show it doesn’t work, and so began a constant never ending cycle of emails and telephone calls to have the treadmill fixed under the warranty. A replacement monitor / screen was mailed but did not fix the problem. Eventually a replacement treadmill was approved and delivered on February 27, 2023. It is broken right out of the box. Turned on the new/ replacement treadmill today and it doesn’t work. Contacted Echelon again to report this treadmill doesn’t work either and emailed photo and video of replacement treadmill not working. So now I have two broken treadmills with the promise that someone will get back to me. No one ever does, so I have to constantly follow up with emails and telephone calls to get anyone to respond. I am STILL waiting for Echelon to pick up the first broken treadmill, after repeated promises someone will get back to me on that too. There is a general lack of concern, care, and respect for customers. I am done with this company, I just want to be reimbursed for the money I’ve paid to TSC Canada for this product, to give Echelon their useless machines back and never deal with this company again. I haven’t had the use of a treadmill now since January 27, 2023.

  Business Response

  Date: 03/14/2023

  Hi *******,
   I am sorry for any confusion that there may have been with your replacement equipment. I do want to let you know that Echelon is unable to issue a refund due to the purchase being made from The Shopping Channel and not directly from Echelon. 
  To clarify, you may dispose of the first replacement Stride. Now, I understand that you are having issues with your new equipment. I am able to see the code U2.6 on your screen and that is the firmware version as it comes on. I have emailed you directly to find out how long this code stays on your screen and to work on troubleshooting steps. 

  Customer Answer

  Date: 03/14/2023

  
  
  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:03/06/2023

  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.

  This company has charged my credit for a substantial was canceled since February 25th 2022. The card that was charged was not a credit card on file and the charge was unauthorized.

  Business Response

  Date: 03/10/2023

  Hello *****,

   We are very sorry for this inconvenience. We are looking into your account to refund any charges that were made by us in February of this year. 

  Customer Answer

  Date: 03/10/2023

  
  
  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. This will be satisfactory once the money has been returned on my credit card.

• Initial Complaint

  Date:03/03/2023

  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 an Echelon Stride treadmill on November 28th of 2022 directly from the echelon website. The order supposedly shipped promptly but I never received the product, nor was I ever contacted to arrange delivery. I contacted echelon first on December 17th asking for an update or further information, I was instructed to contact their shipper (NSD.) I contacted NSD the same day & was told they never received the product & that I needed to speak with echelon once more. I called & was told the situation would be escalated to their “senior team” and that they would be in touch. I called customer service twice again in January of 2023 to no avail, they gave me no further information other than that it would be escalated. I called multiple times in February & have since asked for a refund. It is now March 2nd, I last spoke with customer service yesterday- again I was told the situation would be ‘escalated’ I’ve spent $1,423.45 & I have received no product. There has been zero resolve or adequate assistance and I have not received a refund or estimate as to when or if my money will be returned. This is literally theft & not at all what I consented to during purchase.

  Business Response

  Date: 03/10/2023

  Hello *******,

  We are sincerely sorry that your order did not make it to you and the request for your refund has been submitted. Please allow 5-7 business days for your refund to process and reflect on your financial institution. 

• Initial Complaint

  Date:03/03/2023

  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.

  In November 2021, I purchased a Echelon Connect bike at Walmart and I signed up for a three month trial membership with Echelon Fitness. in February 2022, I purchased a two year subscription. On February 19, 2023, I was shocked when I saw that Echelon had charged my Mastercard for a two year subscription. I have subsequently had two conversations with their Customer Service folks and while they are sorry for the inconvenience, my request for a refund in apparently in some queue which will be handled in 48 business hours. My latest call was on February 25. I had sent several emails earlier that week. I am totally disgusted with a company that took money from my credit card for a subscription fee even though I was only halfway through my two year subscription. And they did so without any effort to contact me for my consent and now Echelon Fitness is using a business process to frustrate consumers. Their conduct has poisoned their brand and I no longer want to have any association with them. I would like a complete refund not only of the $799 they stole from my credit card but also the remaining portion of my unused services.

  Business Response

  Date: 03/10/2023

  Hello ***,

   I wanted to let you know that your refund was processed on 3/9/23. Please allow 5-7 business days for this refund to reflect on your financial institution. 

  Customer Answer

  Date: 03/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Echelon has not refunded the unused portion of the two-year subscription I purchased in Feb 2022.  For some unknown reason, Echelon’s internal systems failed to properly tracked that two year subscription. Unfortunately, it seems that failure led to the charge of $799 on my credit card.  That amount has been refunded but subscription was also cancelled with a full 12 months left on the term.
  

  I am now awaiting that refund from Echelon and until I receive it, I hope that you can understand why I cannot say that my complaint has been handled in a satisfactory manner. 
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:03/02/2023

  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 attempted to cancel my echelon membership due to not having their equipment anymore. The membership was 399.99. After not hearing back from echelon for 2 days I filed a dispute with my bank. A few days later echelon got back to me saying they would refund me. After that I canceled the dispute and waited for my refund. However, echelon then said they would not refund me due to filing a claim, and they did not have the money to refund. I have gone back and forth with them for 2 months on this issue and my bank cannot help since I withdrew my claim.

  Business Response

  Date: 03/09/2023

  Hello *******,

    I am able to see that you were charged for your autorenewal on 1/8/22 due to not canceling your subscription. You reached out to customer service on 1/9/23 and an agent responded to you on 1/10/23 8:21am to let you know that this refund would take 5-10 business days to process. Echelon was then not able to process a refund due you a dispute being filed on 1/10/23 and the bank did take the funds from Echelon to hold until the dispute decision was complete. Your financial institution is then in charge of depositing the funds to your account. If you have not received the funds then please contact your bank. 

• Initial Complaint

  Date:03/01/2023

  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 an Echelon fitness bike in February 2022 through ******. It came with a 12 month free subscription. I never received an email notification that my free membership was finished and that I will be charged $34.99 monthly fee. The charge was on February 21, 2023 and I didn't see it until on my statement on February 28. I called on February 28 and spoke to someone that said they will cancel my subscription but could not refund the $34.99. I asked to speak to a supervisor and they said no one was available. If I had gotten a notification that I would be charged I would have cancelled it sooner. The woman I spoke to said she would put in a request but seeing the reviews and history of this company I don't trust them to follow through. The confirmation # I was given regarding this is ********

  Business Response

  Date: 03/09/2023

  Hello *******,

   I am terribly sorry for the confusion and inconvenience. We are able to confirm that your membership has been canceled and we will be processing your monthly refund for February. 

• Initial Complaint

  Date:02/23/2023

  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.

  On February 21st, I was notified and immediately charged for automatic annual subscription renewal of $399.99. I no longer wanted the service and tried to cancel subscription online through Echelon's website. The website takes information and makes you believe you are able to cancel, however, at the end of the session it says I must speak to a representative in order to complete the cancelation. I have now attempted to reach out to Echelon for the last three days, however, there are no representatives ever available and despite leaving three voicemails and sending an email, i have not heard back from the company. Two calls were made one 2/21 both with extended hold times to the point where an automated message said to leave my number which I did along with my request. One call was made on 2/22 and there was not even an option to get to an operator just to leave a message which once again I did leave my name, number and request. The same issue occurred during the call I attempted today, 2/23 with no option to even sit on hold, but to simply leave my name and number for someone to get back to me (this time I did not as the last three attempts to leave that information did nothing). I also sent an email on 2/22 hoping I would receive some form of response. I have still not received a phone call or email response from the company after any of these messages. The fact this company is not allowing me to cancel my subscription unless I speak to someone and then not have anyone available to speak to is deceptive and the reason the CFPB is looking at rulemaking in this area for these deceptive practices. I request a refund for all subscription charges effective 2/21 as I have been attempting since that day to connect with Echelon.

  Business Response

  Date: 03/08/2023

  Hi ****,

   I wanted to confirm that your refund has been processed.

• Initial Complaint

  Date:02/23/2023

  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.

  Our shopping experience with Echelon has been frustrating and disappointing. The company has a reputation for terrible customer service, which we found to be true from the start. We purchased the Echelon Stride-5s treadmill in December 2022, with the promise of "free premium delivery and assembly," but we were charged $200 for it. The treadmill was advertised as "in stock and ready to ship without delay," but it took two weeks to ship, and we had to contact Echelon multiple times to inquire about the status. Each time, they promised to escalate our case and get back to us, but they never did.
  
  When the treadmill finally arrived, the company couldn't carry it by themselves despite the premium delivery fee, and my husband had to help them carry it. They also left off a bracket during the assembly, as it was one that looked unnecessary. We tried to use the machine, but the computer system couldn't locate it. After calling customer service and waiting on hold for 45 minutes, we had to figure out the problem ourselves by searching online.
  
  We eventually got the treadmill up and running, and it worked well for TWO days until a bolt came loose and flew out from under the treadmill, damaging our wall and rendering the machine unusable. We contacted customer service again to return the treadmill under their satisfaction guarantee, which allows returns within 30 days of delivery, but no one responded. We've tried reaching out multiple times, but we've received no communication back from Echelon, even though they "escalate it" every time.
  
  We're now at a loss, and our next step is to have our attorney reach out to them, as we refuse to keep a brand new, useless $2500 treadmill in our home. It's unacceptable that a company like Echelon can continue to operate with such poor business practices. If you come across their responses to bad reviews, be aware that the email address they provide is invalid. We've tried everything, and we're still waiting for a resolution to our issue.

  Business Response

  Date: 03/08/2023

  Hi ***,

   I am very sorry that this has been such a terrible experience for you.  I am able to see that a supervisor is sending a pickup authorization for the Stride.  They will contact you to schedule a pickup for it.  Once we get that organized, we will take care of refunding you the purchase.  I again apologize for the poor service you have received and we will get this rectified quickly.