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:02/21/2023

  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.

  Without authorization I was charged $399.99 by Echelon on 2/4/2022 for a year long subscription to their streaming services. The previous year the app was poorly functional (issues connecting and frequently crashing in the middle of workouts) and therefore I was not going to renew it. I reached out to Echelon on 12/13/2022 for reimbursement and they did not fulfill my request. Considering I still did not get a reimbursement, I reached out on 1/31/2023 again requesting a refund and they did not fulfill my request. In addition they made it extremely challenging to avoid a second unauthorized charge in February of this year.

  Business Response

  Date: 03/06/2023

  Hello ***,

   We were able to review your account and noticed that there are only two tickets where you reached out to customer service regarding your account. You were charged your annual renewal in February of 2022 but you did not reach out until December 13th, 2022 to notify us that you were having issues with your app or that you wanted to cancel and receive a refund. Our agent did offer a prorated refund, however, that ticket closed due to no response from you. You then reached out again on January 31st, 2023 requesting a refund for the charge of renewal from February 2022. Please review the Terms and Conditions that you agreed to in section 9.(b) of the following link: *************************************************

  Should you have any questions in regard to the communication that was exchanged in your previous tickets with customer service, feel free to reach out.

  To date, your subscription has been cancelled and there will not be any further charges. 

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 26, 2023, my subscription to the Echelon Fitness cycling application was suspended without any notification from Echelon Fitness. Originally, I believed that Echelon was having technical difficulties with the application, but after one week of denied service, I contacted them to inform them that the app was not working. At that time, they informed me that my payment through the Apple Store, a payment option they supported, was not transferring payment information to them and, as a result, I would need to provide them with a receipt indicating I had paid for my subscription. According to the customer service representative, the Echelon development team had made a change that resulted in my denial of service around January 25th or 26th. In fact, I had paid for my subscription on time and was denied service for no other reason than Echelon and Apple could not resolve their payment issues. After sending Echelon proof of payment and asking for a refund for that period of time when my service was denied, I was told that they would accept my proof of purchase and forward it to the accounts department to reinstate my service, but I would have no opportunity to receive a refund unless I switched my payment method to pay Echelon directly, at which time I would receive an "extension of service" as opposed to a refund. Additionally, I was told that I would need to transfer my payment method to Echelon's payment plan to ensure a similar issue would not recur in the future. I suspect that any customer who paid via Apple experienced the same denial of service and was penalized by what I believe was Echelon's illegal behavior in denying service to paying customers. I do not want an extension of service. I want my money back as I plan on canceling my service with Echelon as I refuse to support companies that punish their customers for the company's own deficiencies. Finally, the customer service representative continually behaved in a manner that indicated she felt I had only two options ... her way or the highway. However, there is a third option: the BBB and cancellation.

  Business Response

  Date: 02/28/2023

  Hello *****,

   I am able to see that you chatted with our support team and the information given to you is correct. We are unable to refund a charge that was paid to Apple and we are unable to access a customers Apple account and extend a billing period. I also see that it was explained that there was an issue with the Apple Store and Google Play. Customer's had canceled but were still able to access the subscription. So with the update that was done there were some members that we had to manually correct their subscription. This was not any type of penalty to our customers. The only thing that we are able to offer is what was listed to you previously.
  
  The Development Team can reinstate your subscription right now as through Apple, but not be able to provide any kind of compensation. 
  Or you can cancel through Apple and the Development team can send you an activation link to be active through us and add extend the subscription for compensation.  

  Customer Answer

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/17/2023

  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 Echelon EX-3 Smart Connect Exercise Bike from ****** on Jan 1st for $703.56. I received the product damaged, a small piece of plastic that prevents the handlebar assembly from being assembled. I contacted support on Jan 6 when I got the package, asking for the piece of plastic to be fixed of course. Support did respond and state that they would get back to me asap, but I have gotten nothing back despite multiple messages to support. I have also contacted their support line on twitter, where they did respond and try to help, but again they just ended with a "We will have support contact you" type of message, but I never heard anything again.

  Business Response

  Date: 02/28/2023

  Hello ***********,

   We are sorry for the frustration that this has caused you. I am unable to locate any tickets with your name, email, or phone number in out customer service system. Please be on the lookout for a direct email so that we are able to assist and have this resolved for you as soon as possible. 

  Customer Answer

  Date: 03/01/2023

  
  
  I am rejecting this response because: I would like to wait and see if support follows through with the repair. They did contact me to ask for info, but this has happened three times already with them. Getting the initial response is easy, but there is never any follow up. It is also sketchy that the support ticket was mysteriously deleted, but I did have all of the deleted support ticket emails which I forwarded to support.
  
  
  
  Sincerely,
  
  
  
  *********** *********

  Business Response

  Date: 03/08/2023

  Hi ***********,

   We are in the process of confirming your shipping address via email so that we are able to send you a replacement. Thank you for your patience and loyalty. 

  Customer Answer

  Date: 03/13/2023

  
  
  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:02/16/2023

  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.

  Echelon has canceled my Sport plan/membership and upgraded me to a more costly monthly membership -- without permission -- more than once. I purchased the Sport bike from Sam's Club which included 6 free months of the Sport plan/membership. After those 6 months were up, I began paying $19.99/month for this plan.
  
  I have had numerous issues since with the tablet/app as well as membership and customer service. I began having issues with the app on the bike tablet several months ago as it suddenly started graying out all on demand scenic rides/classes, and I could no longer access anything. I was instructed over the phone by customer service to do a factory reset on the bike tablet which I did, however I kept being put into an endless loop of being prompted to run an update on the app, then the update not completing, so I would do another reset and if I could get back into the app, everything would still be grayed out. I was then told by the customer service rep that they were discontinuing the Sport plan but not to worry, he would put me on a new equivalent plan AT THE SAME MONTHLY PRICE (I explicitly asked this more than once and he assured me it was the same plan at the same price with a different name).
  
  When my monthly membership renewed, I was charged $34.99 -- not $19.99 as I had been paying monthly up until that point, and was assured I would still be paying. I had to jump through hoops to get my previous Sport plan reinstated and interestingly whomever I spoke with did NOT say anything about the plan being discontinued.
  
  Then a few months ago I was again having similar issues with the app/accessing rides. I reached out to Echelon via Facebook and was offered 45 days of an upgraded plan free. On 1/5 after 45 days were up, I was charged twice -- for both the Sport plan ($19.99) and the premium plan ($34.99). I requested a refund for the premium plan and was eventually refunded $19.99 instead of $34.99. I still have not been refunded despite repeated follow-up.

  Business Response

  Date: 03/07/2023

  Hi *****,

   We are sincerely sorry for the inconvenience and frustration due to your membership issues. I am working to check on everything in your account and find out why your subscription is changing. 

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: ********
  
  
  
  

  RE: the following response from Echelon, I have been told many times that it is being looked into and never received any follow-up/confirmation that it was resolved. At this point with the amount of back and forth, and lack of resolution/communication over many months (and as far as I know they still have not reinstated my original membership/Sport plan), I feel they should be giving me at least a few months of membership at no charge for all of the hassle I've experienced. If not I may cancel my membership altogether, as this has really been frustrating and much too time consuming.

  
  

  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/14/2023

  Hi *****,

   The Sport plan is no longer an option. We can provide free access for 30 days to our Premier plan that includes live classes. After the 30 days, you would then be charged the monthly subscription amount. The previous $19.99 was only offered for 6 months due to the Sport plan no longer being offered. 

  Customer Answer

  Date: 03/15/2023

  Date Sent: 3/15/2023 10:47:13 AM
  
  

  RE: the most recent response from Echelon, below...as I mentioned previously, I have more than once had my Sport plan/membership upgraded to a higher tier membership without my initiating the change or being notified. I was initially told the Sport plan was being discontinued, but that I would be changed to an equivalent plan *at the same monthly price of $19.99* that just had a different name but was the same thing. The next time my automatic monthly payment came out of my bank account, it was for $34.99, not $19.99 as I had been assured it would be. 

  
  

  At this time I had called back and spoken with someone else, who said the Sport plan at $19.99/month WAS still available/switched me back to that plan, which I was on again for several months. I was then offered 45 free days of the Premier plan when I expressed frustration at ongoing issues I'd experienced with my bike tablet/app, which Echelon had failed to appropriately address or resolve. When the 45 free days of that upgraded plan were up, that was when I then got charged twice/had two membership fees taken out of my bank account on the same day: one for $34.99 (the upgraded plan they had given me for free for 45 days), and one for $19.99 (the Sport plan I was originally on before receiving the free upgrade for 45 days). 

  
  

  It seems Echelon has been misleading and deceptive in terms of their membership plans...how could they have recently charged me $19.99 (see above) for the membership they claim is no longer available? Not to mention repeatedly giving conflicting information which changes depending on who you talk to, and upgrading my plan without my knowledge? Again with the amount of hassle this has caused me and how much of my time it has taken up with phone calls/Facebook messages over many months now trying to rectify various issues with both my plan/membership and my tablet/bike/app, they should be offering me more than 30 days of free membership. I have also repeatedly requested to speak with a supervisor about these issues and have been told someone will call me, which has never happened. There are numerous BBB complaints similar to mine, which speaks volumes.

  
  

  "The Sport plan is no longer an option. We can provide free access for 30 days to our Premier plan that includes live classes. After the 30 days, you would then be charged the monthly subscription amount. The previous $19.99 was only offered for 6 months due to the Sport plan no longer being offered". 

  Business Response

  Date: 03/15/2023

  Hi *****,

   You have been refunded for the $34.99 charge. We are able to offer the Premier Plan for 6 months at $19.99. 

• Initial Complaint

  Date:02/16/2023

  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.

  In early December we ordered an Echelon treadmill. When delivery finally occurred weeks late, we found a mistake occurred during the ordering process that caused a duplicate purchase. Two treadmills were sent for delivery and we determined that we were charged for two. We contacted Echelon support during the delivery and they told us to refuse delivery of one treadmill and they would issue a refund. That was a month ago. I have contacted Echelon support multiple times and spoke with multiple representatives. To date no refund or any indication of a forthcoming refund has been indicated. Since last contact on 2/7/23 Echelon has stopped responding to my inquiries.

  Business Response

  Date: 02/27/2023

  Hello *******,

   Please be on the lookout for an email from Echelon so that we can find out more information and get this return and refund processed for you as soon as possible. 

  Business Response

  Date: 03/10/2023

  Hello *******,

   We are awaiting confirmation from the delivery company that the second Stride was refused. Once this is confirmed, we will be able to process your refund. We will update you as soon as this is complete.  

  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.
  
  
   
  

• Initial Complaint

  Date:02/16/2023

  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.

  I purchased an Echelon connect bike from QVC. With the purchase, I received a 1 year free membership with Echelon.
  
  After I signed up and started my membership. I was charged three months in a row. I reached out to Echelon on 1/28/2023 and spoke to Jose. Jose researched the problem and advised they owed me a refund for the months I was charged. I never received it and followed up.
  
  The representative I spoke to kind of laughed at me and said, you’re not getting a refund for those months. After discussing she eventually must have submitted for a refund but for one month. I did received the one month refund today.
  
  I called Echelon customer service again today and spoke with another rep. She pretty much told me that I will not get the other two months refunds. She said reason being is because the charges were too far back. I never heard of such.
  
  I asked her, so I have a free membership and you are going to still keep two months of charges? She rushed me off the phone and stated she will look into this.
  
  Echelon owes me a refund for two months of charges based on my conversation with Jose on 1/28/2023.

  Business Response

  Date: 02/27/2023

  Hi *******,

   I am able to see that you were able to resolve your issue with our customer service team. The 1 yr was never originally activated by you and now that has been activated. You have accepted the two months that were not able to be refunded as an extension of your current subscription. Thank you for your patience and loyalty. 

  Customer Answer

  Date: 02/28/2023

  
  
  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:02/16/2023

  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 purchased a stationary bike end of last year from ****** which came with 1 year of fit membership. End of January Echelon charged me $399.99 which shouldn't have happened until end of 2023. I reached out to Echelon on 1/28/23 and the rep submitted refund request and told me the refund will be back in my account in 5-10 business days. On 11th business day I contacted them again, the agent kept saying I apologize for inconvenience and have reached out to responsible department but would not give me timeframe on follow up or refund and when I asked for supervisor or manager he said they don't have any. The unexpected charge resulted in other payments getting rejected.

  Business Response

  Date: 02/27/2023

  Hello *******
  
  

   We are sorry for the delay in your refund. I am pleased to notify you that this was processed on 2/17/23.

• Initial Complaint

  Date:02/15/2023

  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.

  ECH#******
  Order Total $1,654.68
  Original FedExTracking# **********
  
  My order was placed on Jan/24/2023. On this same day I reached out to Echelon Support and spoke with a Yavor P. via email at [email protected] (Request# *******)
  
  In this email Echelon assured me that the delivery would be completely taken care of and that my treadmill would be placed in my home at no additional cost from me and to reach out to them if I needed anything.
  
  On February 2nd FedEx refused to deliver my treadmill and requested that I pay an additional $164 for a special handing. It was EXTREMELY difficult to finally get Echelon to speak with FedEx.
  Instead of taking care of the issue, Echelon quietly told FedEx to return my order!! And still to this day hasn't said anything about it! They seem to have no recollection of the return! Echelon has never once reached out to me with any sort of update throughout this entire ordeal. The little info I could gather came solely from FedEx.
  
  I've been calling and emailing for weeks now and Echelon keeps telling me "We will mark your case as high priority". They never call me back and absolutely nothing has been resolved.
  
  The screenshots I provided are some of my emails with Echelon Support. Including where I was told that my delivery would be handled(Request# *******). Also of FedEx notifying me that my order wasn't being delivered.
  
  I want all the items I paid for and I want my treadmill delivered and placed in my home at no additional cost just as Echelon told me. Please help!
  
  Thank You!

  Business Response

  Date: 02/27/2023

  Hello ********,

   I wanted to let you know that there was a replacement order issued and it will be delivered via NSD. 

  Customer Answer

  Date: 02/28/2023

  
  
  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:02/09/2023

  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 made a membership with Echelon that was supposed to be 34.99 a month. After reviewing my bank statements, I saw that I had been charged 6 times for each month I had my membership, resulting in 629.82 in charges as opposed to the $104.97 that it should have been. After contacting the company, I was told I created 6 accounts. I’m not sure how this was possible as they were all under the same email and I only created one account. I was told my memberships would be canceled, the money would be refunded, and that I would receive email confirmation. I never received any confirmation of this, and the following month was charged 6 times once again, bringing my total charges to $839.76 over the course of 4 months. I called and emailed once again, and was once again told my memberships would be cancelled and that I would be receiving a full refund of the 16 times I was charged. I have only received 7 of the 16 charges back, and now the company has ghosted me over email, and keeps transferring me to a hold line on the phone that never picks up. This company’s customer service is absolutely deplorable and I am extremely upset that I have yet to receive my almost $900 refund.

  Business Response

  Date: 02/18/2023

  Hello *****.
  
  We have made a refund on all additional duplicate charges.
  
  Thank you for your patience with us.

• Initial Complaint

  Date:02/09/2023

  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.

  I purchased an echelon bike thru Costco three years ago. I enjoyed using my bike and signed up for the free initial membership. A year later the membership renewed automatically via the card on file. Before my next renewal I disposed of my bike. It no longer functioned. I canceled my membership online in November 2022 knowing that an automatic renewal date was set for January 4, 2023.
  I received an email the evening of January 4, 2023 stating that my membership was renewed to the tone of $400+ using my card on file.
  I immediately called Echelon the following morning, January 5, 2023. I spoke on a recorded line with a gentleman who profusely apologized for the charge and assured me that I would have my card refunded the full amount in 5-10 business days.
  I gave it 15 days and began trying to contact Echelon again. The phone rings and rings without answer. I have left several messages requesting a return phone call. I have filled out online forms asking for assistance. Echelon will not respond and has stolen my money. Buying this bike worst mistake of my life.

  Business Response

  Date: 02/18/2023

  Hi ******,

   We are sincerely sorry for the delay. I am able to see that your account was updated as refunded on 2/10/23.

  Customer Answer

  Date: 02/21/2023

  
  
  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,
  
  
  
  ****** ********