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.

close

Find a Location

Echelon Fitness Multimedia, LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/08/2023

  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 an echolon bike and received on 1/19/23, the walmart site said it include a 30 free trial, i followed the steps on the walmart site, and it stated upon creation of account i would get a 30 free trial, i placed my credit card info was charge immediatly. FALSE ADVERTISMENT!!!i then contacted their customer service and was told it was an error on their end and they will refund me, over 2 weeks later, still no refund! I called multiple times no answer, left messages and still no respond!

  Business Response

  Date: 02/18/2023

  Hello **********

   We have cancelled the subscription that you activated and I have requested for a refund. In the meantime, I am going to reach out to you via email so that I can better assist you with activating your 30 day trial. 

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

• Initial Complaint

  Date:02/07/2023

  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.

  Purchased an EX4S+ from Costco in January 2022 with a 1 year subscription. Everything was great and worked awesome, but due to circumstances beyond my control I had to move and had to sell the bike in November 2022.
  
  Fast forward to January 30th 2023, my free subscription auto-renews without any previous notification. I get an email that it has renewed and i login in immediately and cancel my subscription. However, the app notifies i will have access to the subscription until January 2024 instead of offering me a refund like every other company ever. I don't own the bike so this is no good to me. I see Echelon has a 30 day policy where if you cancel you'll receive a refund. So i contact them and wait on several endless holds only to be continuously disconnected after waiting to speak to someone. Look online and seems I'm not the only one with this issue. I finally call back a 10th time to get an agent who can barely speak english and tells me she's not aware of any policy but will send my request to the correct department and that i'll get an email. I haven't heard back and it shouldn't take this long to issue a refund on a product i don't want or can even use, was sent no prior notification about the auto-renew, and offers no easy refund policy on an accidental auto renewal that was cancelled almost instantly. The bike is great, but the internet is riddled with complains about this companies shady cancellation/refund policies and the run-around you'll get attempting to talk to someone about cancelling your account.
  
  I would like my money back please for a service i can't or won't use. I did the right thing and cancelled right away, please do the same and return my money. I have contact my credit card company to start a charge back

  Business Response

  Date: 02/18/2023

  Hello ******,

   Your refund request has been submitted. Please allow 3-5 business days for refund to be fully processed and reflect on your financial institution.

  Customer Answer

  Date: 02/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Today is the 5th business day and unfortunately I still do not see the refund on my credit card. I will accept the response when I see they refund reflected on my statement. Thank you
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rowing machine 1/17/23. It was delivered 1/23/23. I tried to contact the company to initiate a return 1/29/23. I keep getting the same generic response from customer service. There is a 30 day return window, I feel like they are trying to prolong the process so I am unable to return the machine. The response I keep getting says the issue is being escalated, I've got the same message from the same representative multiple times.

  Business Response

  Date: 02/16/2023

  Hello *****,

   We are working to find your purchase within our system, however, we are unable to find anything with the information given to our team on your tickets as well as given on your BBB complaint. I am going to reach out to you directly via email so that I can better assist you.

  Business Response

  Date: 03/10/2023

  Hello *****,

   I am able to see that you were refunded for your order on 2/20/23. 

  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.
  
  
  Yes, I was eventually refunded but I know it is inky because of me contacting the BBB. 
  

• Initial Complaint

  Date:02/05/2023

  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.

  FEB 5, 2022 I received an email that my ****** Anywhere **** visa was charged $399.00 by Echelon for the subscription that was FREE for one year trial. I never used bike any longer. Gyms were now open in Hawaii where I stay most of the year. I bought bike at ****** ***** ****** by my Hawaii House.
  
  I called the next business day. FEB 7,2022 MONDAY. they said OOOOH you of course are within the cancel period. WE will credit your acct . NO email was sent immediately ( like all other companies do) confirming this.
  
  on 2/14/22 I phoned Echelon. they said they were sorry. they would credit my acct.
  
  On 2/21/22 no credit.
  
  On 2/27/22 I opened complaint online with **** visa. they emailed me confirmation on 2/27/22.
  3/25/22 **** emailed me they were reviewing with echelon the complaint.
  I phoned echelon on 3/25/22 and have their email on 3/26/22 from Echelon to prove I phoned them. I asked them WHY they would not give me my money back and why not let **** reverse the credit permanently. They said when the **** inquiry is CLOSED, then they would gladly give me my money. This was JASON K. Echelon Employee. He assured me that Echelon would return me my money, if only I hadn't opened investigation and gotten TEMP credit from **** card.
  
  I went toCOSTA RICA where there was NO INTERNET.
  
  on April 4, 2022 **** reversed the credit and returned the $399.00 to Echelon.
  
  I was in Costa Rica and not receiving emails.
  
  On 5/28/22 I emailed Echelon and asked WHERE my $399.00 was. I sent the bank statement showing the $399.00 was taken out of my account. Jacque A emailed back that the **** had my money. take it up with them. Despite the fact I attached a file of the statement showing that was false. I have letter from **** dated 4/4/22 showing credit was reversed.
  
  I phoned 2/2/23. Left mes. they emailed me 2/3/23. Jose states **** has my $. I emailed **** letter showing reversed temp credit. Echelon has my $399. I chatted today w Dennis. He states "will look into it". HELP

  Business Response

  Date: 02/10/2023

  Hi *****,
    I saw in your latest ticket with customer service that you were indeed refunded. I have reached out via email in order to see if everything was resolved for you.

• Initial Complaint

  Date:02/02/2023

  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.

  Item was ordered and returned and received in perfect condition. After attempting to have my credit card creditied numerous times and speaking with representitives on mulitiple occasions, they give no time frame on my refund. They sent an email indicating there as a zero refund due however the item was returned. Ask every time to speak to a manager, they say no one is available and my "case" is being escalated. Last agent acknowledged the issues with the company. I am attempting to recoup my 1100.00 spent on an item that did not work as described.

  Business Response

  Date: 02/10/2023

  Hello *******,

   After reviewing your account, the Chargeback was accepted and you will be receiving a full refund. The refund had to be processed manually which is why the email that you received was showing an amount of $0.00. I am sorry that there was a delay. Everything has been processed as of now. 

• Initial Complaint

  Date:02/02/2023

  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 purchased the Echelon Stride on 09/12/2022( Order **********). I mainly used it without the membership and I was partially satisfied. On 01/31/2023, I started using the app again this time to my surprise it was connecting to everything except for live Stride Classes. I tried calling customer service for days and they either did not have anyone available or I would get sent to voicemail after approximately 30 minutes on hold. I tried contacting their online team multiple times from my desktop and my cellphone and the browser kept reconnecting me this time to a new agent that had me do the same rebooting steps all over again. I emailed the team and someone by the name of Stella replied but never followed up. On the online team I talked to the following agents in this order: Kristiyana, Alex L, Aleks, and Vera M. No one could it help me and kept giving me the run around. I'm willing to pay the difference for the newer model because I dont want to keep having issues with this one and it seems like the return policy expires after 30 days.

  Business Response

  Date: 02/06/2023

  Hello *****,

   We are very sorry for the trouble that you have had with your app access. You will be receiving an email so that we can make sure that everything has been resolved for you. 

• Initial Complaint

  Date:02/02/2023

  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.

  2/5/21- Bought bike from Costco and activated a 1-year membership. Bike has integrated screen/platform.
  2/5/22- Renewed membership at a 2 year rate
  1/6/23- Reached out to Echelon due to having continual issues with their platform (constant glitches during rides, weekly updates to platform, bike programming restarting in the middle of the ride, etc.). Wanted to know if we could downgrade to a one year membership and be refunded the difference between the two memberships due to the ongoing issues with their platform. We were told manager input was needed and we would be called back.
  1/8-Got an email telling us our membership would renew on 2/5/23- one year early. Immediately called Echelon, customer service was closed because it was a Sunday.
  1/9- Were told our via phone subscription date change was a "glitch" and would be resolved with our open ticket for the original complaint.
  1/10- Received first offer from Echelon to extend our membership by 3 months as "goodwill" for the issues we have been having with their platform.
  1/10-1/13- Go back and forth with Echelon via email about their offer, ultimately accept the offer pending correction to our renewal date. No further communication from Echelon on this ticket despite asking for updates.
  1/17- Account is updated to a 4/16/23 renewal date
  1/18- Open a new ticket with complaint regarding subscription date issue. No communication from Echelon.
  
  We have since called multiple times and been told they "know this is an issue for multiple customers and are working on it."
  
  Only have gotten a response since posting on social media our review. We are now directly emailing now with someone from the company who is telling us an email from Echelon with the date of purchase and our bank statement is insufficient to prove we have paid them for a two year membership. They are asking for an invoice which is not available on the member portal & cannot be accessed through the subscription confirmation email as it is a dead link.

  Business Response

  Date: 02/10/2023

  Hey *****

   I was able to get you taken care of through FB messenger on 2/3/23. Please let me know if there is anything else that I can help you with. 

  Business Response

  Date: 02/18/2023

  *****

   Please review your account. Your subscription is active until 5/5/24 and will not be auto renewing. 

  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,
  
  
  
  **** ******

• Initial Complaint

  Date:02/02/2023

  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.

  I was gifted a echelon bike for Christmas which was purchased from ******, I had activated the free year membership and was charged for a membership a month later. The company is impossible to get ahold of, sent emails and phone calls and finally connected through Instagram.
  
  When I did connect with them they told me I needed to give the receipt to get my free year which I don't have since it was a Christmas gift. And they should be able to see that the code was activated online already. Instead of helping me they gave passive aggressive comments back to me after I said how upset I was that I can't get my free year after getting the new bike.
  
  They commented things like "thank you, have a great day" and when I said they have bad reviews for their customer service after that comment and I can see why, they said thanks for your feedback only. The bike also constantly disconnects from the internet and it takes forever to "wake the equipment" I'll be peddling for about 3 minutes before it "wakes"

  Business Response

  Date: 02/10/2023

  Hello ******,

   We are sorry that you are having issues with your subscription. However, as previously stated in your conversation with the customer service on 2/2/23, the retailer should be able to provide you with the proof of purchase. This is needed to verify the equipment was purchased and eligible for the one-year free membership. We will be more than happy to submit your refund request and cancel the current membership. The free membership is added manually and will need to be verified. I understand that this was a gift. You also stated on 2/2/23 that you would return the bike and purchase from another company. You would not be able to do that at ****** without the ****** card. If you have access to the ****** card that was used for this purchase then they will have no problem producing a proof of purchase. 

• Initial Complaint

  Date:01/31/2023

  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.

  I purchased a rower and fitness mirror from Echelon. I returned the fitness mirror within the 30 days received (2 orders were placed due to the 1st order was not received) and requested a full refund per the refund policy. I went through their refund process, was issued approval for the return and used their shipping label and pick up. They received the equipment per their email confirmation on 01/06/2023. I was advised I would have a full refund to the original payment method within 24-48 hrs. It's 01/31/2023 and I still have not received the refund. I have several order numbers and refund numbers to reference. I have spent hours calling, speaking to reps who says it's fixed and it will be in my acct within 24-48hrs. I have asked for a manager every call and have been told none are available but they will call me back within 24 hrs. I have sent email via their email address for refund, customer service and on the FaceBook page. I still do not have a refund. Today's refund ticket #*******, previous ticket #******, order number #******, order number #******. I am looking for a refund of the fitness mirror plus any taxes and fees associated with it. $808.13 is the refund amount (amt that was charged) for the fitness mirror. Order #****** placed 09/30/2022.

  Business Response

  Date: 02/01/2023

  Hello ********,

   Your refund was processed on 1/31/23. Please allow 3-5 business days for this refund to reflect on your account. 

  Customer Answer

  Date: 02/02/2023

  
  
  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:01/31/2023

  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.

  Echelon fit membership (account email ******************). I canceled the membership on December 13, 2022. I was then charged for two months after said cancelation date for 34.99$ each in the sum of 69.98$. I provided bank statements for each charge. I have called echelon fit costumer care (432-482-8830) on 3 separate occasions. On each call I ask to speak to a supervisor and their reply is no supervisor is available. They say "we see your bank statements with the charges but we do not see the charges in their system". They continually say "we will look into this" and dismiss the complaint right away. It has been a month already with no refund. Last known operator was Jose ticket #******* also with Jose ********** (maybe the same person).

  Business Response

  Date: 02/09/2023

  Hello ************

   Your refund was processed on 2/2/23. We are sorry for the inconvenience. 

  Customer Answer

  Date: 02/09/2023

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