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:02/19/2025

  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.

  Two years ago, I purchased a yearly subscription for $400 but canceled it shortly after. When the renewal date arrived, I received an email stating that I had been billed. I requested a cancellation and refund, explaining that I had already sold the machine. This year, I received another email informing me that I had been billed again, despite my previous cancellation. I once again requested a cancellation and refund, referencing the prior emails confirming my cancellation. The customer support still tried to push a different subscription onto me even though I haven’t used the machine in almost two years.

  Business Response

  Date: 02/19/2025

  This customer has been refunded and there is nothing else for Echelon to do to resolve this case. Please close this complaint

• Initial Complaint

  Date:02/18/2025

  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.

  My treadmill is barely two years old. I don't use it much. Very suddenly in December 2024 it stopped turning on. I've tried many times without much success to reach out to customer support. I finally got through to their team in an online chat, they escalated my concern then I didn't hear back. This went back and forth then they started sending me replacement parts to attempt to install myself with no instruction
  They won't send anyone out to find out why my treadmill doesn't work or to install these parts properly. An expensive treadmill should not suddenly stop working after only 2 years and they don't stand by their product. I am looking for someone to come out to repair it or a replacement.

  Customer Answer

  Date: 02/18/2025

  I have a 5 year warranty on the motor. There is not a warranty on the treadmill itself however a treadmill should not suddenly stop turning on after only 2 years. I do not know what the problem is as customer service is unresponsive and will not find out the problem for me. 

  Business Response

  Date: 02/25/2025

  A replacement order has been placed for this customer and he is happy with our resolution. Please close this complaint as answered.

   

  Thank you,

  ***** ********

• Initial Complaint

  Date:02/18/2025

  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 father purchased for my birthday a 40" Echelon Reflect Sport mirror for my birthday. On January 19th I called Echelon as I was having issues with it connecting to wifi. They have a year warranty but only 30 days to refund the item. I have several back and forth emails and calls from them where I feel they were delaying an exchange of my clearly defect item for I would be out of the return window. Every time they say they are escalating the complaint, and now it's been almost a month (over a month since purchasing). We purchased on ****** but were assured that we still fell under their warranty and they would find a solution. I've talked to several people, called several times. Upon researching I've found this is a common issue. I have sent several videos of me following all their troubleshooting steps and nothings has worked. All I would like is an exchange for a model that works. I have so many requests from them now that lead to nothing, but my original request number was *******. I would like an actual resolution and not just more promises to escalate or that I would hear from them.

  Business Response

  Date: 02/18/2025

  We have reached out to customer and are sending a replacement unit. Customer is happy so please close this complaint.

  
  Thank you

  Customer Answer

  Date: 02/19/2025

  
  
  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:02/18/2025

  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 the Echelon Stride-10 Sport on 12/3/24. It was delivered on 12/11/24. After I assembled it, it powered on but the belt wouldn't move and the motor made a very loud noise and the arms had pieces that had chipped off and were very flimsy, and i sent them a video of the item not working. I sent them an email that day to let them know and request a replacement. I received response on 12/12 asking for further information, in which I responded with what was requested. I was advised they would send my info to the correct dept and initiate a pick up/replacement. I waited for a few weeks and after not hearing anything decided I just wanted them to pick up the damaged item and issue a refund, and i had to threaten to file complaint with BBB in order for them to even initiate the pick up because they kept telling me the status was with another dept. The item was picked up on 1/15/25. I followed up on 1/22 to check on status and they advised me it can take maximum 10 business days to arrive in their warehouse and an additional week for the funds to be transferred. I sent another email on 1/27 and 2/7 and both responses were that they were unable to track it and were still working on it. It is now 2/14 and I still have no refund.

  Business Response

  Date: 02/18/2025

  We have notified customer that we have refunded them as per their request. Please close this complaint.

   

  Thank you,

  Customer Answer

  Date: 02/19/2025

   
  
  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:02/18/2025

  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 an Echelon bike from ****** on 01/18/2023 and returned the product to ****** on 3/22/2023.
  
  The purchase included a 1 year free trial membership. I wrongly assumed that by returning the product that would cancel the membership as well. I enrolled in the membership through the product itself, so after returning I’m not even sure how I would cancel. In January of 2024 I started receiving a monthly charge of $34.99. I failed to notice the recurring charge until recently. I have been billed for over $400 for services that I never used or even knew that I was enrolled in. I reached out to the company to ask them to consider a refund and they refused. I disputed the charges with my credit card company and was unsuccessful.
  I realize that they may have been “authorized” to start billing me, but it seems unreasonable that they will not refund me for a service that I clearly did not use. I am sure they can see via their technology that I was paying for a subscription to a service that I was not using. They should also be able to see that I do not own any of their equipment and would have no need for the subscription.

  Business Response

  Date: 02/18/2025

  We have let customer know we are refunding his money as per his request. Please close this complaint as resolved to customer satisfaction.

   

  Thank you,

  Customer Answer

  Date: 02/21/2025

  
  
  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:02/14/2025

  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 a Stride 7S Treadmill on Dec 28 2024
  Contacted Echelon about my Stride 7S arriving damaged on 1/9/25.
  They told me they escalated it for replacement after sending pictures and video.
  Never responded to any emails afterwards.
  I’ve called them every week for over a month due to them never contacting me with any updates.
  All I would get told is it’s escalated then silence on the line.
  Exact same runaround as I read in the previous complaint upon coming to file my complaint.

  Business Response

  Date: 02/14/2025

  We have sent a replacement unit to this customer. We attempted to call but no answer so we sent them an email letting them know.  Please close this claim as resolved.

   

  Thank you,

   

  ***** ********

• Initial Complaint

  Date:02/12/2025

  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 ordered the Echelon Reflect Mirror on December 24th. It was delivered December 29th. I initiated the return for it January 20th. Around this time I also had a bike in this order that completely did not work. I had to call the company no less than 15 time about this bike. They essentially wanted me to Frankenstein the bike back together I demanded a new bike be sent. Im sure they sent a used bike but this one worked. The mirror did not work. Within 15 minutes of trying to using it the screen locked up and wouldn't type. The stand for the mirror still had not come in. It was ordered December 24th also and did not get delivered until Jan 23rd. The company did not ship it out until Jan 13th. Then It took 10 days to get delivered. I had nothing to put the mirror on so I felt I should initiate the return of the mirror just in case something happened that it didn't work before the 30 days was up. That's what happened. It stopped working. I am a disabled combat veteran I had to get help getting the bike upstairs taken apart and boxed up as well as getting the mirror boxed up. They sent the *** ** labels initially but then when I went to call to get this broken bike and the echelon mirror picked up the tracking numbers were not valid any longer. They keep saying it's because it's past the 30 days they have to escalate it to tier 2 but I initiated the return well before the 30 days was up I just could not get it disassembled and all boxed up in 3 days. Now they are dragging their feet getting me a return label and my refund. This has been one of the most emotionally jarring experiences I have ever had with a company. I have paid so much money and things do not work. It's awful
  The mirror is 1800.00 and the stand was 433.33. They have emails showing proof that i called and initiated the returns in time also for then to invalidate the tracking numbers is unprofessional and I want my money back.

  Customer Answer

  Date: 02/12/2025

  
  I had a complaint in that Echelon owed echelon owed me 2233.33 it was actually 2326.33 because I forgot to add in tax for the mirror

  Business Response

  Date: 02/14/2025

  We spoke with customer and were able to get new return labels sent to her. the other ones expired due to to much time had gone by before try8ing to use them. Please close this compliant as resolved per customer.

   

  Thank you,

   

  ***** ********

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: while they were able to give me.nee return labels I am waiting on refunds for the returned products. Approximately 1926.00 for the Reflect and approximately 433.33 for the Reflect stand still.need to be processed back to my accounts. When that is done I will consider this matter closed. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 02/21/2025

  The customer will be refunded once we have confirmation that they no longer have possession of our equipment.

• Initial Complaint

  Date:02/03/2025

  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.

  We ordered a product from them, Echelon Row S, before Christmas. It arrived with a semi damaged box on December 13, 2024. We had a lot of technical issues with setting it up as well as broken pedals. We discussed it with them over the phone that day and the lady on the phone with their company said she would get a replacement ordered once I emailed her details. I emailed her the info. On January 2nd we got a email from the Warranty department that it has been ordered and would let us know when it shipped. We never got an email about it being shipped. January 31st my wife and I emailed them again as we had still not received anything and they sent a response the next day saying: “ I am really sorry to hear that you have not received your product, however, I will be more than happy to help you with this matter! I have double-checked the item that you needed to receive, however, we do not have it in stock, and unfortunately, we will never have it.
  However, for this inconvenience caused, I want to offer you a 10 to 15% discount on a piece of new equipment if you would like to purchase it! Would you be interested in that?” They never shipped the item, they never bothered to tell us that they don’t make the replacement parts anymore and they are supposed to have a year warranty on all the parts. It is now February 1st, 2025 and the screen has continued to been glitchy off and on and the pedals have remained broken. We have been waiting for resolution since the day we contacted them on December 13th, which is also the very same day we received the item. When we called them today they said that we are passed the 30 day return and we are basically stuck with a non fully functional machine that is under warranty but they won’t supply the parts and their communication is why we fell past the 30 day warranty. We have done everything to try and get this resolved and basically have been told that we are stuck with this machine that came broken and they will never have the parts.

  Business Response

  Date: 02/05/2025

  We will be picking up the faulty unit and once in our possession will refund the customer. Please close this complaint.

• Initial Complaint

  Date:02/03/2025

  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 purchased a Stride4s for me as a Christmas gift Nov.2024. I began using it December 10, 2024. I noticed right away the belt was slow. The controls( speed and incline) did not respond accordingly- slow to respond. I continued to use it thinking it was my error. The problem persisted, then Jan 1, 2025 mid work out it came to a dead stop. The screen displays went to zero ( incline and speed), even though I was at a 4.0 and a 3 incline. After a few minutes it started up on its own. We contacted CS 1/2/2025, via phone, CS requested a video of the problem. We sent the video via email and were told it would be escalated to management. The problem continued. We received no response and reached out several times I made several attempt to use it and each time it would stop between the 2-4 minute mark. On January 23, 2025 I made another attempt to use it. It went haywire, suddenly speeding up from 3.0 to 9.0 without me touching the controls! I nearly fell off. It then came to a complete stop, and to date has completely stopped working. It does nothing. We contacted CS again 1/23/25. No response until today 1/31/25 (after I posted in the Echelon FB community).The email instructed me to unplug it, take the motor cover off and look for loose wires.THIS IS UNACCEPTABLE. I don't feel comfortable fishing around in the motor compartment. If I find said loose wire what do I do? How do I reattach it/them? I am not a mechanic. Further, what would stop CS from saying I caused the damage, if there is any. If it does happens again( if I were to fix a problem) I will be blamed/void the warranty. It is broken. I would like a replacement. After paying almost 2K for a treadmill, I would expect better CS. The treadmill is broken. From the other complaints I see, I would say this is bad manufacturing on this particular batch. I am tired of over a month of runaround from CS. I just want them to do what is right and let me get back to my workouts. Thank you for your time.

  Business Response

  Date: 02/05/2025

  We have talked with the customer and we are sending a replacement unit . Please close this complaint.

  Customer Answer

  Date: 02/06/2025

   
  
  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:01/31/2025

  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 spent $1,374 on a treadmill on 12/19/2023. In December, 2024, prior to the warranty expiration, the treadmill abruptly stopped working. I have reached out to customer support literally dozens of times, with no outcome. They agree that the treadmill is under warranty and needs to either be serviced or replaced, but have done neither, claiming that they must wait for a response from an internal team. No response is forthcoming, and it has now been two months.
  
  I have attached multiple emails following up with them. They are accompanied by literally dozens of phone calls, none of which go anywhere. There is no supervisor at the call center, nor is there anyone there who is authorized to do anything at all.
  
  At this point, I have no faith at all in this company, nor do I believe that any replacement product will be reliable (or that they will service it if it breaks). I would never have purchased a treadmill without a viable warranty. At this point, I am asking for a refund.

  Business Response

  Date: 02/05/2025

  We have spoke to customer and she has agreed to take a replacement unit. Please close this complaint.